Planning And Engineering
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297-2183-934
Nortel Contact Center Manager Planning and Engineering Guide Product release 6.0
Standard 11.12
January 2008
Nortel Contact Center Manager Planning and Engineering Guide
Publication number: Product release: Document release: Date:
297-2183-934 6.0 Standard 11.12 January 2008
Copyright © 2006–2008 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 Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and thirdparty trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MSDOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc.
CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. COMPAQ and PROLIANT are trademarks of Compaq Information Technologies Group, L.P. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company. ORBIX is a trademark of Iona Technologies PLC. MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. RACORE is a trademark of Racore Computer Products, Inc. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. SEAGATE is a trademark of Seagate Technology, LLC. STRATUS is a trademark of Stratus Computer Systems, S.à.r.l. TANDBERG is a trademark of Tandberg Data ASA. VISIBROKER is a trademark of Visigenic Software, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.
Contents 1
Getting started
13
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 1 2
Introduction
35
Contact center architecture
37
CapTool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP Contact Center components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia components . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication Control Toolkit components . . . . . . . . . . . . . . . . . . . . . . . . Data network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact center external (software) interfaces . . . . . . . . . . . . . . . . . . . . . . . . .
3
General information Product compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server start order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephone switches supported by Contact Center Manager. . . . . . . . . . . . . . Co-resident applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
14 23 24 25 27 28 32
Install Contact Center
38 40 51 58 63 72 73
81 82 88 89 95
99
Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Planning and Engineering Guide
v
Contents
Standard 11.12
5
Licensing
119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
Upgrade to Contact Center Manager
137
Upgrade and migration planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade to Contact Center Manager Server 6.0. . . . . . . . . . . . . . . . . . . . . . Upgrade to Contact Center Manager Administration 6.0 . . . . . . . . . . . . . . . Upgrade to Contact Center Multimedia 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade to Communication Control Toolkit 6.0 . . . . . . . . . . . . . . . . . . . . .
7
LinkPlexer general information
8
182 183 185 186 191 195 197 200
Server and operating system requirements
203
General requirements
205
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server naming requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
vi
138 156 165 172 175
181
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Considerations and limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application Continuity Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X.25 versus TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 2
120 121 126 132 133 134 136
206 207 208 211 213 215
Contact Center Manager
January 2008
9
Contents
Contact Center Manager Server
217
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Contact Center Manager Administration
235
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Communication Control Toolkit
Co-residency
274 280 281 282
283
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preinstallation compliancy check utility. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning and Engineering Guide
254 262 266 268 269
273
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
236 241 242 245 249 250
Contact Center Multimedia—Outbound, E-mail and Web communications 253 Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
218 224 226 230 233
284 285 291 294 296 298
vii
Contents
Standard 11.12
14
SIP-enabled Contact Center
299
General requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
LinkPlexer 6.0
317
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Replication Server (Standby Server)
17
328 329 333 336 337
Engineer Contact Center components
339
Engineer Contact Center Manager Server
341
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MLS and HDX performance impact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Replication Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18
318 319 323 325
327
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 3
300 302 310 312 314
Engineer Contact Center Manager Administration
342 344 345 347 348 352 358 361 364
365
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 viii
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Contents
Contact Center Manager Administration performance. . . . . . . . . . . . . . . . . 370 Contact Center Manager Client performance . . . . . . . . . . . . . . . . . . . . . . . . 376 Minimizing CPU load. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
19
Engineer Contact Center Multimedia
379
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia hardware requirements. . . . . . . . . . . . . . . . . . . Windows networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calculating disk storage requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integrating the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
20
Engineer Communication Control Toolkit
399
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication Control Toolkit and ICM configuration. . . . . . . . . . . . . . .
21
Engineer a replication server
Engineer a co-resident server
420 424 427 428 430 434 436
437
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Limitations of a co-resident server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning and Engineering Guide
400 402 406 407 411 414 415
419
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How Contact Center Standby Server works . . . . . . . . . . . . . . . . . . . . . . . . . Agent status during a switchover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Initializing the Standby Server database. . . . . . . . . . . . . . . . . . . . . . . . . . . . Switchover options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Stable Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
380 382 383 385 386 390 395 398
438 440 449 454 455
ix
Contents
Standard 11.12
23
Engineer SIP
457
SIP installation and configuration order . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP Contact Center Manager Server architecture . . . . . . . . . . . . . . . . . . . . . Call Flow Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24
Engineer the telephony switch
458 461 468 470 471
473
Section A: Engineer the Communication Server 1000/M1 PBX telephone switch Communication Server 1000/M1 telephone switch requirements . . . . . . . . Communication Server 1000/M1 telephone switch capacity . . . . . . . . . . . . Supported phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
475 476 480 488
Section B: Engineer the Communication Server 2x00/DMS telephone switch 491 Communication Server 2X00/DMS Communication Control Toolkit— ICM link. . . . . . . . . . . . . . . . . . . . . . . . 492 Communication Server 2x00/DMS telephone switch requirements. . . . . . . 494 Communication Server 2x00/DMS telephone switch capacity . . . . . . . . . . 496 Impact of ICM traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500 LinkPlexer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501 Section C: Configure Communication Server 1000/M1 PBX Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the ELAN subnet (knowledge worker environment) . . . . . . . . . Configure CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure Communication Control Toolkit phones . . . . . . . . . . . . . . . . . . .
25
Engineer the data network
515
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
503 504 505 511 513
Engineer the Communication Server 1000 voice processing system
516 519 523 531
535
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536 Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
x
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Contents
ACCESS requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538 Contact Center Voice Services on CallPilot requirements . . . . . . . . . . . . . . 539 Contact Center Voice Services on Meridian Mail requirements . . . . . . . . . 541
27
Engineer Contact Center Manager for multimedia
547
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Engineer the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Engineer the telephone switch for multimedia . . . . . . . . . . . . . . . . . . . . . . . Engineer Outbound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
28
548 549 551 555 559
Communication Control Toolkit supported functions and events 563 Supported functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564 Supported functionality for IPML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
Part 4 29
Remote support
577
Remote support with a VPN
579
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 Guidelines for the Remote Support VPN . . . . . . . . . . . . . . . . . . . . . . . . . . 582 VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Part 5
Appendixes
585
A
Product limits
587
Product limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
B
SIP general information
595
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596 SIP building blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
C
Telephone switch feature comparison
599
Differences between telephone switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 600 Planning and Engineering Guide
xi
Contents
Standard 11.12
D
Standard call models
609
Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610
E
IP Multicast Networking
615
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multicast sending and receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing IP multicasting for Contact Center Manager. . . . . . . . . . . . . Configuring multicast with two network interface cards . . . . . . . . . . . . . . .
F
Calculating Equivalent Basic Calls
616 617 627 630
637
Equivalent Basic Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638
G
Telephony calculations
641
Using Erlang B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642
643 Index
xii
683
Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
14
Overview
23
About this guide
24
How to use this guide
25
Skills you need
27
Related documents
28
How to get help
32
Planning and Engineering Guide
13
Getting started
Standard 11.12
New in this release The following sections detail what is new in the Nortel Contact Center Manager Planning and Engineering Guide (297-2183-934) for release 11.12.
“Features” on page 14
“Other changes” on page 20
Features See the following sections for information about feature changes:
14
“Support for Windows Server 2003 Release 2” on page 15
“Contact Center portfolio rebranding” on page 15
“Classic Client not available” on page 15
“Updated Contact Manager Administration features” on page 15
“Contact Center Server Utility” on page 16
“Default ACD Queue Management” on page 17
“Increase in configured agents” on page 17
“Increase in call variables” on page 17
“Increase in skillsets per agent” on page 17
“Reporting” on page 17
“Configuration improvements” on page 18
“Scripting improvements” on page 19
“GIVE IVR” on page 19
“Simplified installation for Contact Center Multimedia” on page 19
“Unified reporting and administration” on page 20
“Improved agent interaction” on page 20
“Increase in number of contacts handled” on page 20
“Storage capacity” on page 20
Contact Center Manager
January 2008
Getting started
Support for Windows Server 2003 Release 2 Contact Center 6.0 now supports Windows Server 2003 Release 2. This affects the following sections:
“Operating system requirements” on page 226 for Contact Center Manager Server
“Operating system requirements” on page 245 for Contact Center Manager Administration
“Operating system requirements” on page 268 for Contact Center Multimedia
“Operating system requirements” on page 281 for Communication Control Toolkit
“Operating system requirements” on page 294 for co-resident configurations
“Operating system requirements” on page 312 for SIP
“Operating system requirements” on page 323 for LinkPlexer
“Operating system requirements” on page 336 for Standby Server
Contact Center portfolio rebranding For Release 6.0, the Symposium portfolio is rebranded as the Nortel Contact Center portfolio. Many of the application names within the Contact Center portfolio are updated to align with the overall portfolio. This feature affects all sections. Classic Client not available The Classic Client software is not part of Contact Center 6.0. A number of the features are available in the Contact Center Manager Administration. The remaining server maintenance and monitoring utilities (MAS) are part of the Contact Center Server Utility. Updated Contact Manager Administration features The following list of features describes Classic Client functionality that is now only available in the Contact Center Manager Administration application:
Historical Reporting—View and print historical reports schedules, modify report templates on a network drive, and print access and partition management information.
Planning and Engineering Guide
15
Getting started
Standard 11.12
Real-time Reporting—Display real-time skillset reports, include/exclude non-staffed skillsets, select filters for real-time displays, and configure colors for tabular displays where threshold level values are less than one (1).
Access Partition Management—Configure Contact Center Manager Administration users; access levels for access classes, users, partitions, and report groups; and enhanced real-time and historical reporting access classes.
Contact Center Management—Configure access levels for agent to skillset and agent to supervisor assignments, view the schedule of agent to skillset and agent to supervisor assignments, choose priority/standby from a dropdown menu in agent to skillset assignments, display the current status of an agent, and change all agents in an agent to supervisor assignment to one supervisor simultaneously. The database contains a new column in the application and skillset views to hold the contact type.
Configuration—Synchronize data from the Network Contact Center to a particular site in the network and view routing table assignment schedules.
Scripting—Use a Web-based integrated script manager, a larger script editor window, view- and sort-enhancements for script variables and scripts, and print a script variable reports, including values, to export the report to Crystal-supported export formats.
Auditing—Log information (for example, changes to users, access classes, partitions, report groups, scripts, and so on) in addition to the configuration audit changes.
These features are compatible with both Contact Center Manager Server and Symposium Call Center Server Release 5.0. Contact Center Server Utility The Server Utility enables you to monitor and maintain Contact Center Manager Server Release 6.0. The Server Utility provides functionality that is not available through Contact Center Manager Administration. The Server Utility maintains the look and feel of the Symposium Call Center Server Classic Client and can be installed on a stand-alone Windows Server 2003, Windows 2000 Professional or Windows XP Professional PC, or it can coreside with the Contact Center Manager Server. In a network, the Contact Center Server Utility can coreside with the Network Control Center Server. 16
Contact Center Manager
January 2008
Getting started
Default ACD Queue Management A contact center administrator can assign a default ACD Queue to an agent using the Contact Center Manager Administrator. This default ACD Queue is delivered to the switch during the agent logon process. The contact center administrator now controls moving agents of similar skillsets to the same ACD Queue so that during the default behavior of the switch, agents of similar skillsets receive relevant calls. This feature is supported only on the Meridian 1 PBX/Communication Server switch platform. Increase in configured agents The maximum number of configured agents increased from 6000 to 10,000 per application or node. Increase in call variables The maximum number of available call variables increased from 20 to 50. Increase in skillsets per agent The maximum number of skillsets assigned to an agent increased from 50 to 100. Reporting Several reporting improvements are outlined:
Virtual network skillset calls offered and calls abandoned statistics are added to the Skillset view. These statistics provide a consistent view of activity across a virtual skillset.
New application historical statistics include TalkTime, PostCallProcessingTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime.
New skillset historical statistics include PostCallProcessingTime, TalkTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime.
Application call answer delay and call abandoned delay pegging is more accurate: statistics are calculated from the time the call enters the primary application rather than from the Master script.
New AgentByApplication and AgentBySkillset statistics include CallsOffered, RingTime, CallsReturnToQ, CallsTransferred, CallsReturnToQDueTimeout, CallsConferenced, DNOutIntTalkTime, and DNOutExtTalkTime.
Planning and Engineering Guide
17
Getting started
Standard 11.12
Additional network consolidated views are available for the Network Contact Center, similar to the network consolidated Skillset view. The new views are Application, Agent Performance, AgentByApplication, and AgentBySkillset.
Some of the statistics in existing historical reports have a new interpretation due to the effect of multimedia pegging. For example, CallsAnswered statistics are updated to include multimedia contacts and are reinterpreted as Contacts Accepted. Similarly, TalkTime statistics are reinterpreted as Processing Time. For details about the statistics affected and their new definitions, see the Contact Center Historical Reporting and Data Dictionary. Note: The labels of these statistics as they appear in the reports and the reporting open interface database views are not changed for Release 6.0.
Configuration improvements General configuration improvements to the Contact Center Manager Administration Web-based application include:
18
show an agent’s personal dialed number (DN) in the title bar of the agent map
configure the option to exclude logged off agents from the agent map
resize the agent map (upwards)
create threshold alerts (flashing text on the agent map) when a threshold is exceeded
view threshold timers from billboard properties
place data element names on the y-axis of horizontal bar charts
show a linked display from the agent map
share graphical displays
configure collections with additional flexibility
add % Service Level formulas to graphical displays
change the default background color on billboards
add or delete agents in groups
change skillset assignments for a group of agents all at once
allow users with no assigned partition to create real-time display filters
Contact Center Manager
January 2008
Getting started
identify agents logged on within the Contact Center Management component
apply supervisor changes to multiple agents at once
make skillset assignment changes to agents from skillset tabular real-time displays
make changes to an agent from agent tabular real-time displays
simplify report writing package for customized reports
perform Default Queue Management
use features from the Classic Client application
Scripting improvements The requirement for Terminal Services is replaced by the script manager as a fully integrated Web-based solution. In addition to providing the functionality previously available, the Web-based scripting manager also provides the ability to:
search for unused script variables
search and replace within a script
highlight the line in the script with an error
rename inactive scripts
GIVE IVR Contact Center Manager supports GIVE IVR script command with Communication Server 2x00. GIVE IVR with VXML is supported for Communication Server 1000/MCS 5100. Simplified installation for Contact Center Multimedia Database software is automated and, where possible, third-party software is silently installed, greatly reducing installation time. In addition, Release 6.0 incorporates individual components into one installation package and provides a common look and feel using industry-standard dialog boxes.
Planning and Engineering Guide
19
Getting started
Standard 11.12
Unified reporting and administration For Release 6.0, administrators run multimedia reports using the Report Creation Wizard, and view real-time display information about multimedia contacts on the Contact Center Manager Administration real-time displays. Administrators also configure user and skillset information and supervisor logon functionality in Contact Center Manager Administration. The real-time reporting component from Symposium Web Center Portal Release 4.0 is removed. Improved agent interaction All agent interaction with the server occurs through firewall-friendly Secure Web Services from the Multimedia Server, with the option to configure the system to transmit all data between the client and the sever in encrypted form using SSL. Increase in number of contacts handled The Contact Center Multimedia server handles up to 2500 contacts per hour. This maximum applies to all multimedia contact types. Storage capacity The Contact Center Multimedia database supports 12 months of storage based on an average contact size of 2 million contacts.
Other changes See the following sections for information about changes that are not featurerelated.
20
“Update to Differences between telephone switches table” on page 21
“Update to server and operating system requirements for Contact Center Manager Server” on page 21
“Update to Engineering a Replication Server chapter” on page 21
“Updated LinkPlexer chapters” on page 21
“Update to Give Controlled Broadcast requirements” on page 22
“Hyperthreading support” on page 22
Contact Center Manager
January 2008
Getting started
Update to Differences between telephone switches table The Differences between telephone switches table is updated to include information on the completion of transfer while far end is ringing (including blind transfers). This changes applies to Appendix C. Update to server and operating system requirements for Contact Center Manager Server In disk partition information for Contact Center Manager Server and co-resident systems, a new note was added to the disk partition information. It is possible to locate the C drive, D drive, and database partitions on the same hard disk. In hardware requirements for Contact Center Manager Server and co-resident systems, the floppy disk is now listed as optional. Update to Engineering a Replication Server chapter Description of Automatic switchover is changed to indicate that Nortel recommends you use the manual switchover option for a Campus Redundancy configuration. Updated LinkPlexer chapters The LinKplexer information in “LinkPlexer general information” on page 181 and “LinkPlexer 6.0” on page 317 is updated to match information in the Nortel LinkPlexer Installation and Configuration Guide. Updates include:
co-residency information
supported configurations for X.25
supported modems for X.25
TCP/IP requirements
X.25 requirements
ICM (IP) and X.25 capacity engineering specifications
Planning and Engineering Guide
21
Getting started
Standard 11.12
Update to Give Controlled Broadcast requirements On a CS 1000E switch, Give Controlled Broadcast requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide. This change applies to Chapter 2, “Contact center architecture”. Hyperthreading support Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. This applies to all Contact Center 6.0 servers.
22
Contact Center Manager
January 2008
Getting started
Overview Nortel presents Contact Center Manager. This product provides a contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Some advantages of Contact Center Manager are:
complete call control and reporting
application flexibility
state-of-the art user interface
industry standard client-server architecture
open interfaces: database, real-time statistics, host routing, and Meridian Link Services (MLS)
comprehensive networking through public and private networks
leveraged PBX switching reliability and client-server processing power
Planning and Engineering Guide
23
Getting started
Standard 11.12
About this guide The Contact Center Manager Planning and Engineering Guide describes how to determine the engineering requirements of the Contact Center Manager products, including:
Contact Center Manager Server
Network Control Center
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
co-resident configurations
SIP-enabled contact center
LinkPlexer
Replication Server
The content of this guide is identical to Server and Operating Systems Requirements part in the Contact Center - Manager Planning and Engineering Guide. This separate guide is created for easy reference when determining contact center requirements. For information about using or administering other tools and features of Contact Center Manager, see the appropriate document. To find out which document you need, see “Related documents” on page 28.
Who should read this guide This guide is intended for the following readers:
24
system designers who are responsible for planning and provisioning Contact Center Manager products
technical support staff
administrators who are responsible for day-to-day management of Contact Center Manager products and network engineering staff
Contact Center Manager
January 2008
Getting started
How to use this guide This guide covers the procedures for:
planning a contact center
engineering contact center components
This guide includes a detailed table of contents and an index to help you find specific information or procedures related to planning and engineering a contact center. The “Where to start in this guide” section focuses only on the most common tasks. If the task you want to perform is not listed, use the table of contents or index to find the information you need.
Where to start in this guide The following table describes where to start for common procedures. If you want to do this
Start here
Review Contact Center architecture
Chapter 2, “Contact center architecture.”
Install Contact Center
Chapter 4, “Install Contact Center.”
Upgrade to Contact Center Manager
Chapter 6, “Upgrade to Contact Center Manager.”
Find out hardware requirements for Contact Center components
Chapter 8, “Hardware requirements.”
Find out third-party software requirements for Contact Center components
Chapter 8, “Third-party software requirements.”
Engineer SIP-enabled Contact Center Chapter 23, “Engineer SIP.” Engineer the data network
Planning and Engineering Guide
Chapter 25, “Engineer the data network.”
25
Getting started
If you want to do this
Standard 11.12
Start here
Engineer the voice processing system Chapter 26, “Engineer the Communication Server 1000 voice processing system.”
26
Engineer the e-mail server
Chapter 27, “Engineer Contact Center Manager for multimedia.”
Set up remote support
Chapter 29, “Remote support with a VPN.”
Review product limits
Appendix A, “Product limits.”
Contact Center Manager
January 2008
Getting started
Skills you need To successfully engineer a contact center, you must be familiar with:
contact center operations and metrics
Contact Center Manager applications and products
computer, networking, and measuring traffic-engineering performance
telephony concepts and switching platforms for the enterprise
database concepts
Internet and e-mail concepts and protocols
Microsoft Windows and Microsoft Windows networking concepts
your company network configuration
Communication Server 1000/MCS 5100 + Media Application Server switch Note: For SIP-enabled Contact Centers only
You need not be an expert in these areas, but you must be familiarity with these concepts. In addition, you must have experience running and using Windows applications.
Planning and Engineering Guide
27
Getting started
Standard 11.12
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about See
NTP number
Planning and Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
28
297-2183-935
297-2183-212
Contact Center Manager
January 2008
Getting started
For information about See
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Planning and Engineering Guide
29
Getting started
Standard 11.12
For information about See
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
30
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager
January 2008
Getting started
For information about See
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Reporting
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
IPML
IPML 2.1 Guide
LinkPlexer
LinkPlexer 6.0 Installation and Configuration Guide
MLS
MLS Application Equipment Module Installation Guide
Planning and Engineering Guide
297-2183-964
31
Getting started
Standard 11.12
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: 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:
32
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Contact Center Manager
January 2008
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the Web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
Planning and Engineering Guide
33
Getting started
34
Standard 11.12
Contact Center Manager
part 1 Introduction
Planning and Engineering Guide
35
Standard 11.12
36
Contact Center Manager
Chapter 2
Contact center architecture In this chapter CapTool
38
Contact Center Manager components
40
SIP Contact Center components
51
Contact Center Multimedia components
58
Communication Control Toolkit components
63
Data network components
72
Contact center external (software) interfaces
73
Planning and Engineering Guide
37
Contact center architecture
Standard 11.12
CapTool This chapter describes the major components of the Contact Center Manager, Contact Center Multimedia, and Communication Control Toolkit. This includes the data-network architecture and the Contact center external (software) interfaces architecture. You must ensure that the platform on which you plan to install Communication Control Toolkit satisfies the capacity requirements of your contact center. To help you do so, Nortel Networks provides the Capacity Assessment Tool (CapTool). The Capacity Assessment Tool (CapTool) is a simple calculator-type Microsoft Windows application that you can use to determine the hardware and bandwidth requirements for a given contact center specification of the following components:
Contact Center Manager Server
Network Control Center
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
License Manager
Citrix Server
co-resident configurations
CapTool helps you to plan for a new Contact Center Manager system, or to determine how proposed changes affect an existing system. After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
38
Contact Center Manager
January 2008
Contact center architecture
The quality of the results obtained from the tool is directly proportional to the quality of the input received from the user. To use CapTool effectively, you must ensure that the input is as accurate as possible.The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/ pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
Planning and Engineering Guide
39
Contact center architecture
Standard 11.12
Contact Center Manager components Contact Center Manager consists of a number of core components, as shown in the following illustration. This guide focuses primarily on Contact Center Manager Server and Contact Center Manager Administration, but, where appropriate, it provides references to other documentation. The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a nodal environment. For the differences between this and the contact center for a Communication Server 2x00/DMS telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92.
40
Contact Center Manager
Planning and Engineering Guide
CS 1000/Meridian 1 PBX
CCMS
Nortel server subnet (Managed EtherNet Switched - e.g., BPS 2000, Baystack 450, etc.)
CallPilot CallPilot Web Server OTM
ELAN subnet CCMA CCMM
Modem
Contivity 1100
CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
January 2008 Contact center architecture
41
Contact center architecture
Standard 11.12
The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a multinode environment. For the differences between this and the contact center for a Communication Server 2x00/DMS telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92. Contact Center Manager Server can coreside with either Contact Center Manager Administration or both Contact Center Manager Administration and the Communication Control Toolkit. For more information about co-residency see, Chapter 3, “Co-resident applications.”
42
Contact Center Manager
LinkPlexer
X.25 (optional)
CCMS
Nortel server subnet
CS 2x00 (EIU/ Compact Call Agent)
ELAN subnet IVR
VPN Router 1100
CCMA
Modem
CCT
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel server subnet
ELAN subnet CallPilot
Nortel server subnet
ELAN subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC VGMC
HDX Application Server
VGMC
Media Gateway VGMC VGMC
Planning and Engineering Guide VGMC
Modem
VPN Router 1100 Modem
CCMS CCMA CCMM CCT
VPN Router 1100
CCMS CCMA CCMM CCT
January 2008 Contact center architecture
43
Contact center architecture
Standard 11.12
The following illustration shows a contact center based on a Communication Server 2x00/DMS telephone switch in a nodal environment. For the differences between this and the contact center for a Communication Server 1000/Meridian 1 PBX telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92.
44
Contact Center Manager
LinkPlexer X.25 (optional)
Planning and Engineering Guide CCMS
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CS 2x00 (EIU/Compact Call Agent)
ELAN subnet CCMA CCT
Modem
VPN Router 1100
IVR
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
Third-party Application Server
Firewall
Enterprise LAN / WAN
January 2008 Contact center architecture
45
Contact center architecture
Standard 11.12
The following illustration shows a mixed switch network environment. Here the main node is a Communication Server 2x00/DMS telephone switch environment. The upper right node is a Communication Server 1000/Meridian 1 PBX telephone switch environment. The lower right node is a Communication Server 2x00/DMS telephone switch environment. For the differences between this and the contact center for a Communication Server 1000/Meridian 1 PBX telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92. Note that only one Network Control Center server is needed for the entire environment. For more information about co-residency see, Chapter 3, “Coresident applications.”
46
Contact Center Manager
LinkPlexer
X.25 (optional)
CS 2x00 (EIU/ Compact Call Agent)
Planning and Engineering Guide NCC
CCMS
Nortel server subnet
ELAN subnet CCMA
VPN Router 1100
IVR
CCT
Modem
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
VGMC
LinkPlexer
X.25 (optional)
VPN Router 1100 Modem
CCMS CCMA CCT
VPN Router 1100 Modem
IVR CCMS CCMA CCT
Nortel server subnet
CS 2x00 (EIU/ Compact Call Agent)
ELAN subnet
Nortel server subnet
ELAN subnet CallPilot Signaling Server CS 1000
Enterprise LAN / WAN
VGMC
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
HDX Application Server
VGMC
Media Gateway
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Telephony components The telephony component consists of the following elements:
IP phone—A telephone designed specifically for use in a Voice over IP (VoIP) system by converting standard telephone audio into a digital format that can be transmitted over the Internet, and by converting incoming digital phone signals from the Internet to standard telephone audio
Telephone—A device which converts acoustical energy (sound) into electrical energy for transmission to a distant point.
Telephone switch—An electronic device which opens or closes circuits, changes operating parameters or selects paths either on a space or time division basis. The switch directs the flow of electrical or optical signals from one side to the other. Switches with more than two ports, such as a LAN switch or PBX, can route traffic.
Hybrid solutions can be deployed for IP telephony configurations.
Contact center server components The server components consist of the following elements:
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Contact Center Manager Server (CCMS)—The core contact center component, which provides intelligent call routing capability. This component operates under Windows Server 2003 (Standard Edition or Enterprise Edition). Windows Server 2003 runs the Contact Center Manager Server application software.You can use Contact Center Manager Server to identify each agent’s unique abilities, or skillsets. All calls arriving at the telephone switch are routed to the agent with the appropriate skillset. Rules for treating and routing calls can be simple or complex.
Contact Center Manager Administration (CCMA)—A component that provides browser-based access to the contact center for administrators and supervisors. This component operates under Windows Server 2003 (Standard Edition or Enterprise Edition) and runs the Contact Center Manager Administration software.
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Network Control Center (NCC) server (optional)—The server in a Contact Center Manager network that manages the Network Skill-Based Routing (NSBR) configuration and communication between servers. This component is required when multiple servers in Contact Center Manager Server sites are networked and operating as a single distributed contact center. It runs the Network Control Center software application, which is a feature of the Contact Center Manager Server application software.
Replication Server and Contact Center Standby Server (optional)—A component in the Contact Center Manager system that provides additional redundancy. The Replication server backs up the database on the active server to the Contact Center Standby server, in real time. If the active server fails, the Contact Center Standby server can be speedily deployed. Note: Replication Server is not supported with a co-resident server.
Contact Center Multimedia (CCMM) (optional)—A client/server contact center application that expands contact center e-mail capabilities to view, respond to, and track requests over the Internet. Unlike a conventional e-mail system, which directs e-mail contacts to a single e-mail account, Contact Center Manager Server directs contacts to a skillset, or group of qualified agents. The contact is handled by the first available agent in the skillset. If more than one agent is available, the contact is routed to the agent with the highest priority for the skillset. Contact routing lets a contact center measure and control the volume of traffic from the Internet. Supervisors and administrators can view real-time displays of contact center activities, as well as run historical reports. The client component presents the agent with a browser-based graphical user interface. Agents can use it to respond to customers’ requests over the telephone, by e-mail, or over the Internet.
Communication Control Toolkit (CCT) (optional)—A client/server application that helps you implement Computer Telephony Integration for installed and browser-based client integrations. This application delivers a single cross-portfolio multiple channel API that facilitates the integration of contact center, knowledge worker, and self-service solutions with your client applications.
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Host Data Exchange (HDX) application server (optional)—A host computer running a third-party provider application that receives data (such as a credit card number) from Contact Center Manager Server and returns data (such as an account balance) to Contact Center Manager Server. Contact Center Manager Server supports up to 10 HDX applications. Contact Center Manager Server installer includes a provider application as part of the installation. Contact Center Manager Server Utility includes a provider application as part of the installation.
Contact center client components
Contact Center Manager Client—Client PCs used to administer the server and to monitor contact center performance using a browser-based interface. The number of these computers is usually proportional to the total number of agents in the contact center.
Voice services components
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CallPilot/Meridian Mail—Voice mail systems that can be used to provide front-end IVR or voice services to Contact Center Manager. If they are used for voice services—either Give IVR or ACCESS (Open/Close Voice Session, Give Controlled Broadcast, or Collect Digits)—the voice ports on these voice services platforms must be dedicated. (Contact Center Manager Server has direct access to them). CallPilot is an optional component and can only be used in conjunction with Communication Server 1000/Meridian 1 PBX switches. On a CS 1000E switch, this feature requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide. Communication Server 2x00/DMS does not support voice services or Meridian Mail.
Interactive Voice Response (IVR)—An application used by telephone calls to interact with a host computer using prerecorded messages and prompts. You can use Nortel IVR or third-party IVR systems to provide front-end IVR to calls before they are handed to Contact Center Manager Server.
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SIP Contact Center components The following diagrams shows the relationship between the SIP Contact Center components.
The components in the previous diagram are as follows:
Contact Center Manager Server—SIP-enabled Contact Center Manager provides the existing range of features such as workflow scripting, agent and skillset management, agent selection, real time and historical reporting in a pure SIP environment.
Communication Control Toolkit—Provides the application integration interface and Development Toolkit to support integration, control and optionally creation of the Contact Center Agents desktop user interface. Mandatory in SIP enabled Contact Center to support application specifics such as Agent Login/Logout, Ready/Not Ready, Activity Code Entry, and so on.
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The Communication Control Toolkit APIs can be leveraged to integrate these Contact Center agent functions to third-party CRM or customer defined agent user interface solutions.
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License Manager (LM)—Nortel uses a License Manager for the centralized licensing and control of all Contact Center Suite components and features across the Contact Center suite.
Multimedia Communications Server 5100 for Enterprise (MCS 5100)—The MCS 5100 SIP Proxy is the application adjunct for Communication Server 1000 and provides the multimedia applications overlay for Communication Server 1000 Converged Desktop users. Application adjunct for Converged Desktop supporting Video, IM and Presence. MCS 5100 communicates through SIP with Contact Center Manager Server, with the Communication Server 1000 Signaling Server component and with the PC Client. MCS 5100 acts as the SIP proxy for all SIP messaging between Contact Center Manager Server and Communication Server 1000 and the PCC (with the exception of MAS call control messages which go direct from Contact Center Manager Server to MAS).
Nortel Media Application Server (MAS)—The Media Server acts as the termination and origination point for RTP streams between the customer, media treatments, and eventually the agent. For more information about the MAS, refer to the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0.
CS 1000 is made up of the Call Server and Signaling Server Communication Server 1000 Call Server (Communication Server 1000 CS)—Communication Server 1000 is the call server which supports the agent desktop sets, which provide the voice support aspects of Converged Desktop. The Desktop Set is NOT an ACD set. Communication Server 1000 Signaling Server (Communication Server 1000 SS) Communication Server 1000 Network Routing Service (Communication Server 1000 NRS)
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Agent desktop solution Contact Center Agent Desktop (CCAD)—Nortel provided CCT-compliant Contact Center Agent Desktop. An non-configurable smart client solution, it enables SIP Contact Center agents to perform Contact Center specific functions (Application Specifics such as Agent Login/Logout, Ready/Not Ready, Activity Code Entry, and so on). Supported IP phone, such as I2004
Nortel Converged Desktop SIP CTI Controllable solution—The agent desktop uses the Converged Desktop for Communication Server 1000/MCS Hosted SIP Contact Center. SIP converged desktop services for CS1000 allows for feature convergence of MCS 5100 and Communication Server 1000. The MCS 5100 acts as an application adjunct and application overlay to the Communication Server 1000 call server. This allows users and agents to have access to both the multimedia features on MCS (Video, IM, Web push, Presence, and so on) and the business grade telephony features on Communication Server 1000. The combination of the Converged Desktop Set and the Converged Desktop PC Client constitute the Nortel Converged Desktop Solution.
The following diagram shows a SIP-based Contact Center environment. For more information about SIP-based Contact Centers, refer to “Engineer SIP” on page 457.
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Media Gateway VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
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VGMC
Gateways
CCMS
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
CCMA CCT
Modem
VPN Router 1100
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
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Difference between SIP architecture and standard Contact Center architecture There are several differences between SIP architecture and standard Nortel Contact Center architecture:
In SIP architecture, the Contact Center interfaces with a SIP switch using an open standard SIP protocol, rather than a Nortel proprietary protocol such as AML for the Communication Server 1000.
In SIP architecture, agent phonesets are not connected directly to the external switch as they are in Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS. This results in the different CTI requirements for configuring agents' Converged Desktop.
SIP-enabled Contact Center directly controls a farm of new Media Application Servers (MAS) to provide media services, whereas Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS switches provide these services independently.
SIP architecture does not use CallPilot.
SIP-only interface This product solution uses a SIP-only interface between Contact Center Manager Server and the SIP Call Server. The SIP infrastructure should be unaware of the nature of the Contact Center application it is inter-operating with; therefore, no ACD functionality is required. A SIP-only interface Contact Center contains the following elements:
Customer interface points—Telephone customers, multimedia enabled internal help desks (for example, MCS 5100 PC client or Converged Desktop), 3G Video enabled wireless handsets, and SIP-supporting multimedia applications.
SIP signaling (Internet to Intranet interface points) or SIP to Gateway Protocol converters (including SIP to PSTN Trunking, 3G Gateways, SIP to H.323 Gateways, and so on)
SIP Communication Control Toolkit—For a completely integrated desktop solution, the core SIP infrastructure must support the SIP CTI (ECMA) Converged Desktop signalling standard over SIP.
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SIP server—The Contact Center application is SIP-enabled.
Media Application Server (MAS) farm Servers are generally configured as an array of static IP addresses on the Contact Center. As such, the farm is hidden from the SIP infrastructure. Specific services are offered, including Conversation Space, RAN, music, integrated IVR, and so on. The Media Servers terminate SIP signalling from the Contact Center. They originate and terminate RTP signalling (for voice, video, and so on) to the customer and the agent. Media Services can be invoked on non-statically configured Media Servers where the SIP session is offered to the SIP proxy to locate and deliver the SIP session to the appropriate MAS.
Communication Control Toolkit—Supports the transport requirements for the Contact Center Agent Desktop Toolbar.
Agent media termination device—For the Communication Server 1000/ MCS 5100 integration this is the Converged Desktop solution supporting Media Termination for voice, video, instant messaging, and presence.
Contact Center Agent Desktop toolbar—Provides the Contact Center application functions such as Contact Center login and logout, Ready/Not Ready, Supervisor Observe, Screen Pop functions, and so on.
Call server configuration support Due to the requirement to support SIP CTI level desktop set control, the chosen Agent Desktop solution is Communication Server 1000/MCS 5100 Converged Desktop. This requires an infrastructure that includes:
Communication Server 1000 Release 4.5 Call Server
Communication Server 1000 Release 4.x Signalling Server
MCS 5100 3.5
The Communication Server 1000/MCS 5100 combination acts as a SIP protocol gateway transferring or redirecting calls to the SIP Contact Center. Customers dialing in may utilize converged desktop on the assumption that this is normalized by the MCS 5100 application server and is transparent from a call presentation perspective into the Contact Center. 56
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Data network architecture considerations With this architecture, there is no physical separation of subnets as Contact Center Manager Server acts as a SIP endpoint. Use a single-NIC card with mandatory selection of a single Nortel server subnet when installing Contact Center Manager Server for SIP connectivity.
SIP Contact Center usage of the Nortel server subnet The SIP Contact Center solution leverages the Nortel server subnet to enable:
SIP Signalling Communications between SIP Contact Center and MCS 5100
SIP Signalling Communications between SIP Contact Center and Communication Server 1000 Signalling Server
SIP Signalling Communications between SIP Contact Center and one or more Media Application Servers (MAS) running SIP Contact Center application services
RTP streams to and from the Media Application Server and Customer Gateway (Communication Server 1000, MCS 5100 PC Client, 3G Gateway, PRI Gateway, and so on). Therefore, standard VoIP engineering is required for voice and video streaming.
Other miscellaneous communications (Contact Center Manager Server to Communication Control Toolkit, Contact Center Manager Server to Contact Center Agent Desktop, and so on.)
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Contact Center Multimedia components Contact Center Multimedia is part of the Contact Center Manager suite of applications. Contact Center Multimedia provides Outbound, e-mail, and Web communications features for the contact center. The following diagram provides an overview of Contact Center Multimedia with Contact Center Manager Server.
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Components Contact Center Multimedia consists of the following components:
Contact Center Multimedia database—This component is installed on the Contact Center Multimedia server and is an InterSystems Caché database that stores all contact center activity. All incoming e-mail, Web requests, and associated responses are stored in a structured format within the database. Information about Outbound campaigns are also stored in this database.
E-mail Manager—This component is installed on the Contact Center Multimedia server. The E-mail Manager connects to the e-mail server at regular intervals. During each connection, all configured mailboxes are accessed. E-mail from the customer is read from the e-mail server, processed, and stored in the database. Outgoing e-mail, generated from the e-mail responses stored in the database, is sent to the e-mail server.
Outbound Campaign Management Tool—This component is installed on the Contact Center Multimedia server and is accessed using the Contact Center Manager Administration application. The Outbound Campaign Management Tool is used to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey, or a sales promotion. Use the Outbound Campaign Management Tool to: define campaign parameters import and review call data create agent call scripts monitor campaign results export campaign data The Contact Center Manager Administration report tool provides information about agent and skillset states in real-time displays and historical reports.
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Web communications—The Web communications component includes a set of Web Services on the Contact Center Multimedia server for communication between the agent and the customer. A set of sample Web pages are installed on the Contact Center Web site showing how Web Services are used to implement Web pages to provide Web Chat (click to chat) and Scheduled Callback (click to talk) features.
Contact Center Agent Desktop interface—This component is installed on the Contact Center Multimedia server. Agents use Internet Explorer to connect to the Contact Center Multimedia server to retrieve the Agent Desktop interface. The Communication Control Toolkit pushes e-mail, Web requests, outbound contacts and voice calls to the Agent Desktop interface. The Agent Desktop interface uses Web services to retrieve e-mail, Web requests, outbound campaign information, and customer details and history from the Contact Center Multimedia database. Web services are also used to send e-mail replies and save outbound call details in the Contact Center Multimedia database. E-mail contacts are presented to agents through the Contact Center Agent Desktop interface, where agents can: verify customer information access historical e-mail to and from the customer create responses to customer inquiries provide a closed reason (if configured) When an outbound campaign is running, contacts are presented to agents through the Contact Center Agent Desktop interface, where the agents can: preview contact information review call scripts (if configured) save scripts select a disposition code
Contact Center Multimedia Administrator—This component is installed on the Contact Center Multimedia server. The Contact Center Multimedia Administrator provides administrative and management capabilities.
Migration Utility—This utility migrates existing data from Symposium Web Center Portal Release 4.0 in the Sybase database to the new Contact Center Multimedia database in Caché.
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Processing multimedia contacts Contact Center Multimedia receives multimedia contacts through two external interface points: the e-mail server and the External Web server. E-mail server contacts E-mail server contacts are retrieved from a POP3 capable e-mail server using the Inbound Message Handler (IMH). The IMH runs at regular intervals. You can configure the settings for the IMH (such as the time between intervals and the number of e-mail retrieved from each mailbox during each run) through the Contact Center Multimedia Administrator. The IMH logs on to the mailboxes on the e-mail server as listed in the E-mail Manager. It parses e-mail in the mailboxes and stores them in the Contact Center Multimedia database. Any attachments associated with the e-mail are stored in the Inbound attachment folder, as specified in the Contact Center Multimedia Administrator. After an e-mail is successfully stored in the Contact Center Multimedia database, it is deleted from the e-mail server. The IMH passes a received e-mail to the Contact Center Multimedia rules engine, which executes rules relevant to the e-mail (based on the To address, and so on) and invokes the Outbound Message Handler (OMH) to send any necessary auto-responses. After the IMH process is complete, the OMH logs on to the e-mail server and sends any automated outbound e-mail (auto-responses) through the SMTP protocol. External Web server transactions Contact Center Multimedia receives contacts from the External Web server through the Contact Center Multimedia Web services. The Web services provide a Java API. This enables contacts to be written into the Contact Center Multimedia database, retrieved from the database, and have their status queried. Contacts received through the Web services are not passed through the Rules Engine. The External Web server determines the skillset and priority assigned to the contact.
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A set of sample pages is distributed with Contact Center Multimedia to provide Java Server Pages (JSP) script examples of how a Web server can access the Web services. You must create your own Web pages, with their own look, feel, and business logic.
Integration with Contact Center Manager Server The Contact Center Multimedia system is integrated directly with Contact Center Manager Server through the OA&M interface and through Open Queue. The OA&M interface enables Contact Center Multimedia to access the information in Contact Center Manager Server about configured agents, supervisors, skillsets, and the mapping of these users to skillsets. Open Queue is supported only with Contact Center Manager 6.0.
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Communication Control Toolkit components The Communication Control Toolkit simplifies integration. The transport components provide firewall friendliness, Network Address Translation (NAT), and Citrix support. The server components enable open telephone switch connectivity. Communication Control Toolkit also leverages existing components of Telephony Application Program Interface (TAPI) and Integration Package for Meridian Link (IPML). The Communication Control Toolkit consists of Nortel-developed software and third-party components, as described in the following sections. ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Client application Client applications are third-party components and can include the following:
software phones
agent telephony toolbars with screen pop-ups
intelligent call management applications
The Communication Control Toolkit API provides three levels of API that you can use to develop a range of client applications. An easy-to-use graphical API delivers Windows Form Controls (Win Forms), which you can import into a project for rapid development of form-based toolbars. The Win Forms provide graphical API abstractions that enable rapid development of Communication Control Toolkit-enabled applications. The Communication Control Toolkit API also provides abstraction layers to COM client interfaces.
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Transport A secure transport layer, based on a single, reconfigurable port on the server (default 29373), provides user authentication, digital signing (to prevent the insertion of data), and encryption (to protect data transported across the network). The Communication Control Toolkit client initiates communication with the server through a socket. The server responds and continues to communicate with the client through the same socket. This gives flexibility to solutions requiring support for:
Terminal Services support
firewall friendliness
Network Address Translation (NAT)
If you are using a firewall, you must ensure that this port is not blocked.
Communication Control Toolkit server The component responsible for managing client sessions consists of the following subcomponents:
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Contact Management Framework—An infrastructure component that manages the states of contacts, agents, terminals, and addresses.
TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI API calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector sits between the Nortel Networks TAPI Service Provider and the Contact Management Framework.
TAPI Service Provider—A Microsoft TAPI client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform initialized by TAPI.
IPML Connector—An application that allows you to deploy Communication Control Toolkit in an IVR-only solution (where TAPI is not used). The Contact Management Framework uses the IPML Service provider to access the underlying telephone switch interface (TLS).
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IPML Service Provider—An IPML client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by IPML. The IPML service provider operates as a service provider between the Contact Management Framework and the Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice resources. The API is published as Microsoft .NET types and distributed as a Windows assembly, which is referenced by application developers.
Third-party applications Third-party components include the following:
Microsoft .NET Framework (client and server)
Microsoft SQL Server 2000 Desktop Engine (MSDE 2000)
GigaSpaces Platform Infrastructure (server only)
Telephone switch interfaces Communication Control Toolkit supports a number of telephone switch interfaces that provide connectivity to different telephone switch types. The Communication Control Toolkitand IPML Service Provider supports the Meridian Link Services (MLS) interface. This is a two-way communications facility that provides the interface between external computer applications and the telephone switch to achieve computer-telephony integration (CTI). Meridian Link Services is a protocol exported as part of Communication Control Toolkit. An example of an MLS application is an inbound telemarketing contact center, where MLS provides the Calling Line ID (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call to a third-party application. The application can use this information to retrieve data—both customer and product information—from a database, and present it to the agent’s PC before the call is even answered. In addition, the Communication Control Toolkit Service Provider supports the Application Module Link (AML) interface. This is the original interface created for communicating with the telephone switch, facilitating the functional integration of computer systems and telecommunication systems.
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Communication Control Toolkit also supports connection to an Avaya switch. Refer to the IPML 2.1 Guide for further information. Communication Control Toolkit now supports Intelligent Call Manager (ICM) on Communication Server 2x00.
.NET framework Communication Control Toolkit provides a library of .NET types to be used in developing applications. The Microsoft .NET Framework is a managed execution environment that runs on the Windows platform. This environment provides memory management, strong-type safety, version management, and high performance. The .NET framework is made up of two components:
Common Language Runtime (CLR), which provides: the execution environment memory management
.NET Framework class library, which includes: a set of .NET types (classes) that provide access to the underlying operating system functions (including networking, security database access, and so on) additional .NET types that provide applications with communications monitoring and control functionality You can use this framework of classes to develop applications that run on the Windows .NET platform. For these applications to run, you must install the .NET Framework on the host operating system.
Distribution The Communication Control Toolkit API is distributed as a .NET assembly. Assemblies are self-describing—they contain all the information for the type they contain. Therefore, you need to distribute only the assembly. You do not need to provide a separate file (for example, header file, type library, or IDL file) for type information.
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Version management The .NET framework supports versioning and side-by-side execution of different versions of an assembly. Therefore, if a second version of an assembly is released, both versions of the assembly can run in parallel. Version management enables multiple generations of the Communication Control Toolkit client applications to execute simultaneously on a client. Supported programming languages As .NET types, the Communication Control Toolkit API is accessible from any .NET programming language (there are currently over 20 programming language compilers for the .NET Framework, including the Microsoft compilers for C#, C++, Visual Basic, and J#).
Communication Control Toolkit API application types Communication Control Toolkit provides three types of API:
Full API
Lite API
Graphical API
These APIs can be used to develop applications that run on the .NET platform. The following table shows the types of applications that can be created with each type of API.
Application type
Full API
Lite API
Graphical API
Windows UI applications
✔
✔
✔
Console (text-based) applications
✔
✔
Windows Service applications
✔
✔
Web applications
✔
✔
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Full API The Full API is an object-oriented API that provides a powerful, object-oriented programming interface to developers. Full API is used by developers with Communication Control Toolkit knowledge who want to develop complex applications. The API exposes as many features of the underlying communications platforms as possible. Primary objects The Full API enables control of the following types of objects:
Session—A representation of a user’s active session with Communication Control Toolkit. A session is the main entry point and provides access, directly or indirectly, to all other objects. The session provides users with a view of the subset of communications devices and functionality that they have permission to access.
Contact—The abstraction of a communication (for example, a phone call). A contact can have one or more connections.
Terminal—A physical (or logical) endpoint, such as a telephone. A terminal can be associated with one or more addresses.
Address—The representation of an addressable endpoint, such as a DN, position ID, or CDN. An address may be associated with one or more terminals.
Connection—A relationship between an address and a contact (for example, a leg of a phone call).
Terminal connection—A relationship between a terminal and a connection (for example, a representation that a leg of a phone call is connected to a particular telephone).
Agent—A user who is logged on to one or more contact distribution queues for receiving queued or routed contacts.
Lite API The Lite API provides a programming interface that hides the complexity of the underlying communications platforms, thus enabling rapid application development of simpler Communication Control Toolkit applications. It is particularly useful to application developers who focus on the business application and who require only basic functionality.
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The Lite API provides a subset of the capabilities of the Full API and requires less Communication Control Toolkit knowledge and code development to create basic Communication Control Toolkit applications. Graphical API The Graphical API abstracts the Full API to a basic button-level of complexity for developers who do not use the Full or Lite API and who require a graphical user interface-based business application. With the Graphical API, developers can create applications by dragging and dropping icons using Visual Studio .NET 2003. The Graphical API includes a set of Windows Form controls. Supported functions The Graphical API supports the following functions:
Answer an existing contact
Call supervisor
Conference in a supervisor under emergency circumstances
Create a new contact
Drop an existing contact
Generate DTMF tones on an existing contact (not supported on Communication Server 2X00/DMS)
Hold and take off hold an existing contact
Initiate and complete a conference
Initiate and complete a consult transfer
Login and logout an agent
Perform a blind transfer on an existing contact
Place an agent into a ready and not ready state with a reason code
Place an agent into a ready and not ready state
Place the phone into a busy state and a ready state
Set activity codes
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Set contact data
ATTENTION
For supported functions on the Communication Server 1000/ Meridian 1 or Communication Server 2X00/DMS platform, see Chapter 28, “Communication Control Toolkit supported functions and events.”
Windows Forms Controls As developers design and modify the user interface for their solutions, they add, align, and position controls. Controls are objects within form objects. Each type of control has its own set of properties, methods, and events that make it suitable for a particular purpose. Windows Forms controls are reusable components that encapsulate user interface functionality and are used in client-side Windows applications. Windows Forms controls include buttons, text boxes, check boxes, and so on. Communication Control Toolkit custom Windows Form Controls are all based on an existing Windows Form Control—the basic Button (System.Windows.Forms.Button). Communication Control Toolkit contains the following Windows Form Controls:
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Custom control
Description
SessionStatesCtrl
Session state and event computer control
SessionLoginCtrl
Session login and logout control
SessionReadyCtrl
Session Ready and Not Ready control
ContactMakeCtrl
Make Contact control
ContactAcceptCtrl
Accept Contact control
ContactReleaseCtrl
Release Contact control
ContactHoldCtrl
Put Contact on hold, take Contact off hold
ContactTransferCtrl
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Custom control
Description
ContactBlindTransCtrl
Blind Transfer of Contact control
ContactConfCtrl
Conference Contact control
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Nortel Server Subnet—Dedicated for inter-server communication. Treat this subnet as mission critical (for example, you must provision for bandwidth and robustness). It must be connected to the ELAN subnet through only one router.
Embedded Local Area Network (ELAN) subnet—A dedicated Ethernet TCP/IP LAN that connects the server in Contact Center Manager Server and the switch. It must be connected to the Nortel server subnet through only one router.
Enterprise IP network (formerly CLAN)—End-users' data-network connected to the Nortel server subnet and the ELAN subnet through a router.
Contact Center Manager Server Single-NIC—New in Contact Center Manager Release 6.0 and going forward, the Contact Center Manager Server is now a Single Network Interface Card (NIC) configuration connected to the Nortel server subnet. A second NIC connected directly to the ELAN subnet is an optional item to accommodate delayed legacy datanetwork design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration. For more information about single-NIC, see “Configure the ELAN subnet (knowledge worker environment)” on page 505.
Router—A router connects two or more subnets. At each site, the Nortel server subnet connects to an ELAN subnet through only one router.
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Contact center external (software) interfaces The key to understanding how the contact center operates is basic understanding of the interfaces used by the various components to interact with each other.
Meridian Link Services (MLS)—A two-way communications facility that provides the interface between external computer applications and the telephone switch, to achieve computer-telephony integration (CTI). Meridian Link Services is a protocol exported as part of Contact Center Manager Server. An example of an MLS application is an inbound telemarketing contact center, where MLS provides the Calling Line Identification (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call to a third-party application. The application can use this information to retrieve data—both customer and product information—from a database, and present it to the agent’s PC before the call is even answered. The Communication Server 2x00/DMS telephone switch provides only a subset of the MLS protocol. Communication Server 1000/Meridian 1 PBX does not support native ICM. For more information, refer to the MLS Application Equipment Module Installation Guide.
Host Data Exchange (HDX)—A rich scripting language or API set provided with Contact Center Manager Server that interacts with the Contact Center Manager scripts. You can develop applications that use HDX to control the treatment of calls. Scripts can send information to, and request information from, a provider application (such as a database) over the Host Data Exchange (HDX) interface. You can use three commands— Send Info, Send Request, and Get Response—in a script to interface with a third-party application to obtain information and influence the script operation. For example, Contact Center Manager Server can send the CLID to the provider application to determine whether the caller is a priority or regular customer. Based on the response from the application, it queues the call appropriately.
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Similarly, Contact Center Manager Server can request caller-entered information from an IVR system for use in call handling or skillset selection, and pass this information to a CTI application to ensure that an appropriate screen of information is presented when the call reaches an agent.
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Open Database Connectivity (ODBC)—A standard database interface that provides open access to the relational database in which Contact Center Manager Server stores its historical data. ODBC is used with Structured Query Language (SQL), a standard language for extracting data from the database. With these two interfaces, customers can use any ODBC-enabled application (such as a report writer) to manipulate the historical data in the database. Therefore, contact center managers can use industry-standard report writers and open database connectivity to merge valuable contact center information with other corporate data for a complete view of their customer relationships.
Real-Time Statistics Multicast (RSM) and Real-Time Data Application Programming Interface (RTD API)—Interfaces that provide real-time information to third-party applications. These applications can display realtime statistics on wallboards and agent computer displays, or write custom formulas. Note: RSM compression is a new option that can now be configured on the Contact Center Manager Server. However, Contact Center Manager Administration does not support RSM compression. If the compression is configured, Contact Center Manager Administration real-time displays will not work. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide.
Symposium Event Interface (SEI)—An interface that provides thirdparty vendors with the information they need to create complementary applications by providing call progress and resource events. Communication is based on a client/server paradigm. The Event Server provided by Contact Center Manager Server acts as the source (or server) of events. Event consumers are the third-party applications (or clients) connected to the Event Server. Communication between client and server is expected to be in local area networks (LANs) using a connection-based (point-to-point) protocol. This interface ensures delivery and guarantees proper sequencing of events. The Event Server maintains one connection per client.
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Application Module Link (AML)—A mission-critical proprietary protocol used by Contact Center Manager Server to communicate directly with the telephone switch. Application Module Link traverses over both the Nortel server subnet and the ELAN subnet (through only one router). Contact Center Manager Server executes scripts and instructs the telephone switch, using AML, to set up the speech paths necessary to connect calls to voice ports, agents, or RAN trunks, and to provide tone treatments (such as ringback and busy) to calls.
ACCESS—An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. When operating as a voice services system, CallPilot is used as a Voice Services component (rather than in Messaging mode, as is usual in a non-contact center environment). Using ACCESS, a Contact Center Manager Server script can specify that certain announcements be played to the call on that channel or obtain data entered by the caller over Dual Tone Multi Frequency (DTMF). ACCESS is not support on Communication Server 2x00/DMS switches or in SIP-enabled Contact Centers. CallPilot is an optional component and can only be used in conjunction with Communication Server 1000/Meridian 1 PBX switches.
TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI API calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector sits between the Nortel Networks TAPI Service Provider and the Contact Management Framework.
IPML Connector—An application that allows you to deploy Communication Control Toolkit in an IVR-only solution (where TAPI is not used). The Contact Management Framework uses the IPML Service provider to access the underlying telephone switch interface (TLS).
IPML Service Provider—An IPML client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by IPML. The IPML service provider operates as a service provider between the Contact Management Framework and the Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice resources. The API is published as Microsoft .NET types and distributed as a Windows assembly referenced by application developers.
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Knowledge worker architecture In a knowledge worker environment, skill-based routing is not required. The telephone switch directs incoming calls to agents. Communication Control Toolkit delivers caller information, such as ANI/DNIS, or CLID. In this environment, Communication Control Toolkit connects directly to the telephone switch over the Nortel server subnet and the ELAN subnet, if not already connected to the Nortel server subnet through a router. It connects to client PCs and application servers over the enterprise IP network. The following diagram shows an overview of the architecture of Communication Control Toolkit in a knowledge worker environment with a Communication Server 1000/ Meridian 1 PBX switch.
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Media Gateway
VGMC
VGMC
Signaling Server
Call Server
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on.)
VGMC
ELAN Subnet
Modem
VPN Router 1100
CCT
Customer LAN Modem
DMZ (Optional)
Firewall (Optional)
PSTN
Routing Switch
DNS
DHCP Server
Remote-Support Remote-Agent
Internet
Third-party Server (HDX or CRM)
TACACS or RADIUS
POP3/SMTP Mail Server
External Web Server
Firewall
Enterprise LAN / WAN
Contact Center agent
Knowledge worker With CCT Toolkit Client application
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Self-service architecture In a self-service environment, callers use an IVR system, such as the MPS 500 or MPS 1000, to answer queries or request services. For example, bank customers use self-service applications to find out their account balance or to transfer funds. Calls are not handled by agents. In this environment, Communication Control Toolkit and the IVR server connect to the telephone switch through Contact Center Manager Server. Communication Control Toolkit connects to the IVR system over the enterprise IP network. The following diagram shows an overview of the architecture of Communication Control Toolkit in a self-service environment with a Communication Server 1000/Meridian 1 PBX switch.
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Media Gateway
VGMC
VGMC
Signaling Server
Call Server
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on.)
VGMC
CCMS
ELAN Subnet
Modem
VPN Router 1100
CCT
Customer LAN Modem
DMZ (Optional)
Firewall (Optional)
PSTN
Routing Switch
DNS
DHCP Server
Remote-Support Remote-Agent
Internet
Third-party Server (HDX or CRM)
TACACS or RADIUS
POP3/SMTP Mail Server
External Web Server
Firewall
Enterprise LAN / WAN
Contact Center agent
Knowledge worker With CCT Toolkit Client application
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Contact Center Manager
Chapter 3
General information In this chapter Product compatibility
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Server start order
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Telephone switches supported by Contact Center Manager
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Co-resident applications
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Product compatibility This section details product compatibility with Contact Center Manager Product release 6.0.
Communication Server 1000 and Meridian 1 PBX Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 and Meridian 1 PBX switching platforms. For more information about the Communication Server 1000 and Meridian 1 PBX switching platforms, refer to Section A: “Engineer the Communication Server 1000/M1 PBX telephone switch,” on page 475.
Meridian Administration Tool (MAT) and Optivity Telephony Manager (OTM) The Classic Client is not supported with Contact Center Manager Server. A new Contact Center Manager Server Utility and new features in Contact Center Manager Administration replace the requirement for Classic Client. MAT/OTM, Contact Center Manager Server Utility, and the Contact Center Manager Administration client can be co-resident.
Communication Server 2x00/DMS/MSL-100 Contact Center Manager supports the carrier family of switches— Communication Server 2x00, DMS, and MSL-100. The switch releases supported are CCM010/SCAI12 to CCM017/SCAI17, inclusive. The software package ICM00001, ICM00010, or ICM00020 MSL09 is required. For more information, refer to Section B: “Engineer the Communication Server 2x00/ DMS telephone switch,” on page 491.
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MCS 5100 portfolio compatibility The following is a list of supported MCS 5100 core components and supported releases. Client component support refers to clients acting as Contact Center Agents or as Contact Center Supervisor Desktops.GRTD Product name
Supported release
MCS 5100 Application Server
3.0, 3.5
MCS 5100 Client (Multimedia)
3.0, 3.5
MCS Media Application Server (MAS)
3.0, 3.5
i2004 (as Agent or Supervisor)
As Client Hosted Media Termination only
MPS 500/1000
Not supported
PAF
Not supported
Communication Server 1000 4.0 Blended/Converged Desktop (Agent Side)
Not supported
Communication Server 1000 4.5 SIP Converged Desktop
Supported and mandatory for SIPenabled Contact Centers.
GRTD 3.05.05 is not supported by Contact Center Manager Server. New features in Contact Center Manager Administration replace the function of GRTD.
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Classic Client Classic Client is no longer supported with Contact Center Manager Server. The Contact Center Manager Administration client is the only client supported with Contact Center Manager. Features in Contact Center Manager Administration 6.0 replace the function of the Symposium Classic Client. The Contact Center Manager Server Utility also provides the Event Browser, Voice Prompt Editor, and similar functions.
Contact Center Manager product portfolio compatibility Refer to following table for a compatibility matrix of products and versions with the Contact Center Manager portfolio.
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* Refers to replicating functionality
SCCS R4.2 SCCS R5 (Active) Standby and Replication Server R5 SCCS/CCMS CCMS R6 (Active) Standby and Replication Server R6 NCC R4.2 NCC R5 NCC R6 License Manager 6.0 Classic Client 4.0 GRTD 3.5 Clients SWC 4.5 CCM Server Utility 6.0 CCMA 6.0 Y N N Y Y N Y Y Y Y Y
N N Y Y N N Y Y Y N N
N N N N N -
N
Y
Y N N Y Y N N N Y Y
N -
-
N N N -
Y
N
N Y N Y N N
N
Y N
N Y N Y Y Y
N
Y Y
Y N N N Y Y
Y
N Y
N N Y N Y
N Y
N N
Standby and Standby and License SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0
SCCS/CCMS
N Y Y N -
Y N
Y Y
N N N N -
Y N
Y Y
N Y Y N N Y* N*
Y N
Y Y
Classic Client GRTD SWC 4.0 3.5 4.5
N Y Y -
N Y
N Y
N Y Y Y N* Y*
Y
N Y
CCM Server CCMA Utility 6.0 6.0
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Contact Center Manager compatibility
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Communication Control Toolkit and Contact Center Multimedia compatibility
SCCS 4.2 SCCS/CCMS SCCS 5.0 CCMS 6.0 TAPI 3.0 TAPI/CCT CCT 5.0 CCT 6.0 SWCP 4.0 SWCP/CCMM CCMM 6.0
SCCS 4.2 Y Y N Y N
SCCS/CCMS SCCS 5.0 CCMS 6.0 Y N Y Y N Y Y Y* N Y
TAPI 3.0 Y Y N Y N
TAPI/CCT CCT 5.0 Y Y Y Y N
CCT 6.0 N N Y N Y
SWCP/CCMM SWCP 4.0 CCMM 6.0 Y N Y N Y* Y Y N Y N N Y -
* SWCP Converter SU is required.
For a full list of multimedia application products and versions that are compatible with Contact Center Manager (excluding items previously mentioned), refer to the following table. Product name
Supported releases
IVR-CTI Integration server (IPML)
2.1
Agent Greeting
2.07
CallPilot
3.0+
MPS 500
3.0
MPS 1000
3.0
Remote Agent Observe
1.0
For Telset, Internet Telephony Gateway, Optivity Telephony Manager, Remote Office, and MIRAN users, it is the switch release that Contact Center Manager 6.0 is running on that determines what version of these products is relevant.
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Other product release compatibility The following table lists other Nortel products supported with Contact Center Manager and Communication Server 1000/Meridian 1 PBX. Product name
Supported releases
Optivity Telephony Manager (OTM) 2.0+ MIRAN
2.0, 3.0
Meridian Mail
13.0+
Internet Telephony Gateway Trunk (ITG-T)
2.2, 3.0
Internet Telephony Gateway Line (ITG-L)
2.2, 3.0
i2002 (as Agent)
All
i2004 (as Agent or Supervisor)
All
i2050 (as Agent or Supervisor)
All
M2216 (as Agent or Supervisor)
All
M3904 (as Supervisor)
All
M3905 (as Agent or Supervisor)
All
Remote Office 9150
1.3.4
Remote Office 9110, 9110, IP adapter 1.3.4
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Server start order Due to the multiple server configuration of most contact centers, it is important to note the start order of the servers.
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Contact Center Manager Server is the main server. It must be running first, before the Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit server can talk to it.
Contact Center Manager Administration administers the Contact Center Manager Server and the Contact Center Multimedia, so it is the last server that is required to be running.
There is no dependency between the Contact Center Multimedia server and the Communication Control Toolkit server in terms of start up sequence.
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Telephone switches supported by Contact Center Manager Contact Center Manager supports the following telephone switch types:
Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Communication Server 1000 + MCS 5100
For telephone switches with the optional Network Skill-Based Routing (NSBR) feature, this guide illustrates the major components in a Network Control Center setup.
The term telephone switch is used in this document as a generic term to refer to any of the previously specified telephony platforms that interoperate with Contact Center Manager.
For an overview of the Contact Center Manager features supported by the different telephone switch types, see Appendix C, “Telephone switch feature comparison.”
MCS 5100 is supported with Communication Server 1000.
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Supported releases The following switch releases are currently supported in Contact Center 6.0. Communication Server 1000 or Meridian 1 PBX Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 or Meridian 1 PBX telephone switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
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Product name
Supported releases
Communication Server 1000
3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis
25.40b, 26
Meridian 1 PBX 11C – Cabinet
25.40b, 26
Meridian 1 PBX 51C
25.40b, 26
Meridian 1 PBX 61C
25.40b, 26
Meridian 1 81C
25.40b, 26
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Communication Server 2x00/DMS Contact Center Manager continues to provide switch connectivity to the Communication Server 2x00/DMS telephone switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
Release
Minimum SCAI level
SN06/SE06
17
SN07/SE07
SN08/SE08
SN09/SE09
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17
17
Platforms
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
Feature level
Minimum release supported
5-digit Agent ID support
Universal Networking support Note: Not supported on Brisc processors Supports all CPU types
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Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture The architecture in the Communication Server 2x00/DMS environment differs from the Communication Server 1000/Meridian 1 PBX architecture in the following ways:
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Contact Center Voice Services on CallPilot and Meridian Mail (Open/Close Voice Session, Give Controlled Broadcast, and Collect Digits) are not supported in the Communication Server 2x00/DMS environment.
Only a subset of the MLS protocol is available. ICM is supported on Communication Server 2x00/DMS. For more information, refer to the MLS Application Equipment Module Installation Guide.
Communication Server 2x00/DMS requires LinkPlexer to interface with Contact Center Manager Server if there are more than two Communication Control Toolkit applications connected to the switch. Otherwise, Communication Server 2x00/DMS can interface directly with Contact Center Manager Server through ICM.
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Contact Center 6.0 content by switch platform The following table lists the available Contact Center 6.0 portfolio content depending on the choice of switch platform, either Communication Server 1000/ Meridian 1 PBX, Communication Server 2x00/DMS, or MCS 5100 (SIP).
Content
Communic ation Server 1000/ Meridian 1 PBX
Communic ation Server MCS 5100 2x00/DMS (SIP)
UNSBR—Universal networking
Yes
Yes
No
Replication server enhancements
Yes
Yes
No
Geographic redundancy
Yes
Yes
No
Corporate license manager
Yes
Yes
Yes
Communication Control Toolkit 6.0
Yes
Yes
Yes
Contact Center Agent Desktop
Yes
No
Yes
Contact Center Outbound
Yes
No
No
Contact Center Multimedia 6.0
Yes
No
No
Network wide agent administration
Yes
Yes
Yes
ICM support
No
Yes
No
Single-NIC card
Yes
Yes
Yes
Server utility
Yes
Yes
Yes
Classic Client with GRTD migration feature set
Yes
Yes
No
pcAnywhere 11.5
Yes
Yes
Yes
Report Creation Wizard
Yes
Yes
Yes
Five-digit agent ID
No
Yes
Yes
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Communic ation Server 1000/ Meridian 1 PBX
Communic ation Server MCS 5100 2x00/DMS (SIP)
GIVE IVR for Communication Server 2x00 platforms
No
Yes
No
LinkPlexer 6.0
No
Yes
No
Content
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Co-resident applications In Contact Center Manager, note the following to determine which combinations of products and product releases are compatible:
Contact Center Manager Server 6.0 can coreside with Contact Center Manager Administration 6.0.
Contact Center Manager Administration 6.0 cannot coreside with Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when installed stand-alone on the server, can be used to administer Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when co-resident with Contact Center Manager Server 6.0, must not be used to administer Symposium Call Center Server 5.0.
When Contact Center Manager Administration 6.0 is co-resident it must only be used to administer the co-resident Contact Center Manager Server and not any other Contact Center Manager Server. Although multiple servers can be in the same system as a co-resident Contact Center Manager Administration (with replication), the co-resident Contact Center Manager Administration server can only administer the Contact Center Manager Server with which it is co-resident.
The Network Control Center must be administered by a standalone Contact Center Manager Administration server. A co-resident Network Control Center and Contact Center Manager Administration server is not supported.
For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
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Co-resident applications matrix You can install Contact Center Manager Server either on its own server or on a server with other Contact Center - Release 6.0 applications. When the Contact Center Manager Server is installed on its own server it is called a standalone server. When the Contact Center Manager Administration is installed on a server containing the Contact Center Manager Server it is called a co-resident server. The following table lists the components that can be installed on the same server with the Contact Center Manager Server software.
Stand-alone Contact Center Manager Server/ Network Control Center
Co-resident Contact Center Manager Server/ Contact Center Manager Administration
Co-resident Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
Contact Center Manager Server
Supported
Supported
Supported
Contact Center Manager Administration
Not supported
Supported
Supported
Communication Control Toolkit
Not supported
Not supported
Supported
Contact Center Multimedia
Not supported
Not supported
Not supported
Replication Server Not supported
Not supported
Not supported
LinkPlexer
Not supported
Not supported
Not supported
MCS 5100
Not supported
Not supported
Not supported
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Crystal Enterprise 10 Embedded software
Stand-alone Contact Center Manager Server/ Network Control Center
Co-resident Contact Center Manager Server/ Contact Center Manager Administration
Co-resident Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
Not supported
Supported
Supported
These are the only combinations that are supported.
Co-resident installations have higher hardware requirements than single application installations.
When Contact Center Manager Administration is co-resident, it must be used to administer the co-resident Contact Center Manager Server and not any other Contact Center Manager Server. For more information, see Chapter 13, “Co-residency.”
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Chapter 4
Install Contact Center In this chapter Installation order
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Installation order When you install applications and components, the installation program automatically installs the software in a preconfigured order, depending on the telephone switch type. For Communication Server 1000/Meridian 1 PBX switches, software is installed in the following order: 1.
Contact Center Manager Server
2.
License Manager
3.
Contact Center Manager Server Utility
4.
Contact Center Manager Administration
5.
Communication Control Toolkit
6.
Contact Center Multimedia
For Communication Server 2x00/DMS switches, software in installed in the following order: 1.
LinkPlexer
2.
Contact Center Manager Server
3.
License Manager
4.
Contact Center Manager Administration
5.
Communication Control Toolkit
6.
Contact Center Manager Server Utility
For SIP installation order, refer to “SIP installation and configuration order” on page 458. The installation launcher prompts you to select multiple applications and components to install. The selected applications and components are automatically prioritized into the correct installation order. Then, the installation of first application is launched.
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At the end of the installation of first application, you are prompted to continue the installation process for the second application. If you select to continue, the installation package of the second application is launched. This process continues until all selected applications are installed.
Installation tips Follow the installation and configuration tips in the appropriate document for each software program.
For information about Contact Center Manager Server standalone configuration, see the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide and the Contact Center Manager Server Installation and Maintenance Guide.
For information about Contact Center Manager Administration, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide and the Contact Center Manager Administration Planning, Installation, and Administration Guide.
For information about Communication Control Toolkit, see the Communications Control Toolkit Technical Requirements and Operating System Configuration Guide and the Communications Control Toolkit Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide and the Contact Center Multimedia Installation and Maintenance Guide.
For information about a co-resident system, see the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server and the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
For information about a Replication Server system, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Installation steps The following table lists the high-level steps for a new standalone installation and which book to refer to for each step. Standalone installation assumes Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit are installed on separate servers. For hardware, software, and third-party guidelines, refer to the following chapters:
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For Contact Center Manager Server, refer to Chapter 9, “Contact Center Manager Server” in this guide for requirements.
For Contact Center Manager Administration, refer to Chapter 10, “Contact Center Manager Administration” in this guide for requirements.
For Contact Center Multimedia, refer to Chapter 11, “Contact Center Multimedia—Outbound, E-mail and Web communications” in this guide for requirements.
For Communication Control Toolkit, refer to Chapter 12, “Communication Control Toolkit” in this guide for requirements.
For co-resident configurations, refer to Chapter 13, “Co-residency”.
For SIP, refer to Chapter 14, “SIP-enabled Contact Center”.
For LinkPlexer, refer to Chapter 15, “LinkPlexer 6.0”.
For Replication Server, refer to Chapter 16, “Replication Server (Standby Server)”.
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Installation steps for a standalone configuration Contact Center component
Installation procedure
Contact Center book
1 Contact Center Manager Server requirements/ Contact Center Manager Server Microsoft Windows Server Technical installation and configuration Requirements and Operating System Configuration Guide Verify you met the server requirements. Install Windows Server 2003 Configure Windows Server 2003 Connect the Nortel server subnet Connect the ELAN subnet (optional) Connect Meridian Mail with a serial port (if required) Connect the modem Install optional system components
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Contact Center component
Standard 11.12
Installation procedure
2 Contact Center Manager Install the server software Server These steps assume a standalone configuration.
Contact Center book
Contact Center Manager Server Installation and Maintenance Guide
Install pcAnywhere 11.5 You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere. Copy the latest Service Update to the server Install the Contact Center Manager Server software During installation, select the Contact Center Multimedia options you require.
Open Queue
Universal Networking
Standby Server Configure your Contact Center Manager Server settings after the installation (optional) 3 License Manager
Install the License Manager
4 Contact Center Manager Install the Server Utility Server Utility (optional)
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
5 Contact Center Manager Postinstallation configuration Contact Center Manager Server Server Installation and Change the NGenDist and Maintenance Guide NGenDesign passwords Configure the NGen user groups for remote access (optional) Add NGen names to pcAnywhere Accept the license agreement for Contact Center Manager Administration Activate the master scripts Verify the success of the installation Add server to domain (optional) Create a Platform Recovery Disk Complete other postinstallation tasks
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Contact Center component
Standard 11.12
Installation procedure
Contact Center book
6 Contact Center Manager Server requirements/ Contact Center Manager Administration Microsoft Windows Administration Technical installation and configuration Requirements and Operating System Configuration Guide Verify server and client requirements Install Windows Server 2003 Configure Windows Server 2003 Apply security service updates Install Internet Information Services with SMTP Ensure the computer name and DNS host match Add the server to an existing domain Check binding order on the server
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Contact Center component
Install Contact Center
Installation procedure
7 Contact Center Manager Installation Administration Install your remote support access tool
Contact Center book
Contact Center Manager Administration Installation and Maintenance Guide
Install Sybase Open Client version 12.5 Install the Crystal Enterprise 10 Embedded software Install the product software Download and apply the latest Service Update Install required hot fixes for third-party software
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Contact Center component
Standard 11.12
Installation procedure
Contact Center book
8 Contact Center Manager Postinstallation configuration Contact Center Manager Administration Administration Installation Add the server to an existing and Maintenance Guide domain (optional) Configure IIS to support ASP.NET applications Configure IIS settings for Report Creation Wizard Add the IUSR_SWC account as the anonymous user account Configure License Manager Service Configure Log-in Warning Message (optional) Configure Real-Time Reporting Configure Emergency Help Configure SMTP and printers for Historical Reporting (optional) Configure shared folders for Historical Reporting (optional) Configure Scripting
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
Configure Agent Desktop Display parameters on the server Change the iceadmin user account password (optional) Configure language support (other than English) Install the XML Automated Assignments feature (optional) Copy latest user guides to Contact Center Manager Administration server Complete other postinstallation tasks
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Contact Center component
Standard 11.12
Installation procedure
9 Contact Center Manager Configuration of client PCs Administration and agent workstations Configure the display
Contact Center book
Contact Center Manager Administration Installation and Maintenance Guide
Upgrade the browser on client workstations Configure Internet Explorer Install Simple Object Access Protocol Install .NET Framework v. 1.1 (optional) Accept the license agreement in Server Utility Log on to Contact Center Manager for the first time Download controls to the client Install and configure Agent Desktop Display 10Contact Center Manager Migrate Classic Client data Administration
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
11Communication Control Server requirements/ Communication Control Toolkit Microsoft Windows Toolkit Technical installation and configuration Requirements and Operating System Configuration Guide Verify server requirements Install Windows Server 2003 Configure Windows Server 2003 Install optional system components Connect the ELAN subnet (optional) Connect the Nortel server subnet 12 Communication Control Installation Toolkit Install the License Manager
Communication Control Toolkit Installation and Maintenance Guide
This is for a Knowledge Worker (direct connect) installation. Install the product software Install the latest service updates
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Contact Center component
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Installation procedure
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13 Communication Control Postinstallation configuration Communication Control Toolkit Toolkit Installation and Confirm the database install Maintenance Guide Configure TAPI to prepare for Communication Control Toolkit 6.0 Configure the Symposium TAPI Service Provider database Confirm that the services are started Configure the License Manager This is for a Knowledge Worker (direct connect) installation. Configure the Communication Control Toolkit console Add and import resources Map resources Verify the success of the installation Perform other postinstallation tasks
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Server requirements/ Contact Center Multimedia Microsoft Windows Technical Requirements and installation and configuration Operating System Configuration Guide Verify server requirements Install Windows Server 2003 Configure Windows Server 2003 Verify Internet Information Service Connect the server to the LAN Connect the modem Install optional system components
15 Contact Center Multimedia
Installation Install the Contact Center Multimedia and Outbound server software
Contact Center Multimedia Installation and Maintenance Guide
For E-mail and Outbound capability, ensure that you enable Open Queue during the Contact Center Manager Server software installation. Install the Contact Center Multimedia and Outbound service updates
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Postinstallation configuration Contact Center Multimedia Installation and Maintenance Provide Local Users with Guide Log on as a Service Right Create shared location for inbound and outbound attachments Update virtual folder permission in IIS 6.0 Verify the Contact Center Multimedia database installation Perform other postinstallation tasks
17 Contact Center Multimedia
Configuration of client PCs Check the requirements for each client
Contact Center Multimedia Installation and Maintenance Guide
Install .NET Framework on client machines Configure access to client applications
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18Contact Center Multimedia
Configuration of external components
Contact Center Multimedia Installation and Maintenance Guide
Configure phonesets on the switch for each agent Create a Windows user for each agent Configure the e-mail server 19 Contact Center Multimedia
Configuration of Contact Center Manager Server Enable Open Queue
Contact Center Multimedia Installation and Maintenance Guide
Ensure the Communication Control Toolkit server is configured
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Configuration of Contact Center Manager Administration server
Contact Center Multimedia Installation and Maintenance Guide
Refresh the Contact Center Manager Server Create the agent phonesets Create required multimedia skillsets Create supervisors and agents Create route points Configure the sample multimedia scripts Add the Contact Center Multimedia Server to Contact Center Manager Administration to allow reporting
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21Contact Center Multimedia
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Configuration of Communication Control Toolkit server
Contact Center Multimedia Installation and Maintenance Guide
Import the agent phonesets to the TAPI database Import the contact center users into Communication Control Toolkit Import the terminals and addresses into Communication Control Toolkit Import the Windows users into Communication Control Toolkit Import the agent workstations into Communication Control Toolkit Map terminals to workstations (optional) Map users to addresses, terminals, and contact center users
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Contact Center component
Installation procedure
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22 Contact Center Multimedia
Configuration the contact types
Contact Center Multimedia Installation and Maintenance Guide
Understand the contact types Log on to the Contact Center Multimedia Administrator Start the configuration tool Update the E-mail Manager service 23 Contact Center Multimedia
Set up the agents
Contact Center Multimedia Installation and Maintenance Configure the administrators Guide Start the client applications
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Licensing In this chapter Overview
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Nodal and Corporate licensing
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About the license file
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Install License Manager
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Licensing grace period
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License Manager statistics
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Other licensing
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Overview The License Manager controls the licensing of Contact Center. The License Manager provides central control and administration of application licensing for all of the elements of Contact Center. You can choose Nodal Licensing mode for a single Contact Center installation or Corporate Licensing mode for a network of Contact Center installations. You can also maintain a secondary License Manager, which takes over the licensing if the primary License Manager fails. This chapter describes the Nodal and Corporate Licensing modes, how to interpret your license file, how to install and configure the License Manager for your contact center, and the licensing grace period.
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Nodal and Corporate licensing Before installing Contact Center Manager, you must know whether you are going to use Nodal or Corporate Licensing. You must also decide which server would be least affected by the real-time operation of the License Manager.
Nodal licensing—The options in the license file apply to a single installation of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.
Corporate licensing—The options in the license file apply to a network of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit servers.
You can install the License Manager on the Network Control Center (NCC) server or a Contact Center Manager Server, based on the following rules:
If you are installing Contact Center components in a networked environment with a NCC server, and you are using Corporate Licensing, Nortel recommends that you install the License Manager on the NCC server.
If you are installing Contact Center components in a networked environment with an NCC server, and you are using Nodal Licensing, you must install the License Manager on Contact Center Manager Server. The NCC server must point to the Contact Center Manager node that has a license for the NCC server.
If you are installing a single Contact Center Manager, install the License Manager on the same server.
Nodal licensing When you choose Nodal licensing, all licensing options for the applications in the Contact Center node are in a single license file that is managed by the License Manager. The following diagram shows an example of the Nodal licensing architecture. A single License Manager is responsible for the node. The License Manager coresides with the Contact Center Manager Server application. Planning and Engineering Guide
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Corporate licensing You can use Corporate Licensing to distribute licenses to multiple servers so they can share licenses from a single pool. Example You have two sites: Galway and Auckland. Both sites have 100 Voice Agents. The License Manager is installed co-resident with the Galway Contact Center Manager. When the day starts, all of the voice agents in Galway request licenses from the license server. One hundred licenses are issued in Galway. As Galway closes, the Auckland day starts. As the Galway agents log off, the licenses are made available for the agents in Auckland. In this example, you require only 100 Voice Agent licenses to share across the two sites. Each license that the License Manager grants to the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, or Communication Control Toolkit is refreshed by the respective application. This ensures that licenses are always returned to the License Manager pool if the applications fail. The refresh mechanism requires an available network connection to the License Manager. The following diagram shows a Corporate licensing architecture with a primary and secondary License Manager.
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Managing two License Manager servers In a Corporate Licensing environment, you can configure two License Manager servers: a primary License Manager and a secondary License Manager. Only one License Manager can be active at one time. The primary License Manager actively maintains the licenses.The secondary License Manager runs as a standby License Manager to provide redundancy in a corporate environment. You can configure the secondary License Manager as the Standby License Manager for the Contact Center License Manager components so that it is not actively used for licenses unless the active License Manager fails. Configure your preferred active License Manager as the primary License Manager. For Corporate License applications, Nortel recommends that you install the primary License Manager software on the NCC. Install the secondary License Manager on any Contact Center Manager Server that does not contain the primary License Manager, including the NCC. You cannot install the primary and secondary License Manager software on the same server. The following conditions apply:
You cannot configure a Standby License Manager in a Nodal licensing environment.
Do not use the Standby License Manager for load balancing issues.
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About the license file The License Manager available in Contact Center uses a new license key structure. The License Manager license file replaces all the existing Symposium keycodes. The License Manager offers flexible licensing options and supports licensing of features at the node (Nodal License) or network (Corporate License) level. The license file provides a single point of administration for licensing and includes multiple keycodes for Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit. This single file reduces the number of separate keycodes that you must maintain. If you require additional features or if your requirements change, you can upload a new license file, containing the new licensing information, to the server and replace the existing licensing file. You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is called plservrc. ATTENTION
A corporate license file can only be generated from the Nortel server subnet Network Interface Card (NIC) MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the CS 1000/Meridian 1 serial ID.
Corporate license file A license key in the product name identifies the Corporate License. For example, in LM_CCS300C, the last letter C indicates a Corporate License. In Corporate Licensing mode you can use a secondary License Manager for redundancy. Both the primary and secondary License Managers can use the same license file.
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Nodal license file Nodal Licensing indicates that the licenses are distributed only to that node. You cannot share licenses. A license key in the product name identifies the Nodal License. For example, in LM_CCS300N, the last letter N indicates a Nodal License.
Interpreting the license file Contact Center includes package, agent, and feature licensing. Package licensing The license file includes the following package types:
CCS200—The base package (The Network-skilled Based Routing feature is not included in the base package.) You must select this package for SIP installations.
CCS300—The networking package
CCS350—The Network Control Center package
These packages are available in both the Nodal Licensing (N) and Corporate Licensing (C) modes. Agent licenses Agent licenses determine the number of agents that can log on to Contact Center. Agent licenses are available for both Nodal and Corporate Licensing. Licensing is available for the following types of agents:
voice agent
video agent (SIP only)
outbound agent
e-mail agent
Web communications agent
Feature licenses The following feature licenses are available:
Open Queue (not supported co-resident with SIP)
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Universal Networking (not supported co-resident with SIP)
Standby Server
Outbound (not supported co-resident with SIP)
Report Creation Wizard (supported with SIP)
Licensed features This section describes some of the licensed features in Contact Center. Open Queue With Open Queue, you can queue voice and multimedia contacts in Contact Center and then route the contacts to agents using the Contact Center Agent Desktop. Configure Open Queue using the Contact Center Manager Server Setup Configuration utility. Universal Networking Universal Networking is the networking between Communication Server 1000/ Meridian 1 PBX systems and Communication Server 2x00/DMS systems. Universal Networking refers to the following features:
Network Skill-based Routing between all switch types supported by Contact Center
attached data transport during agent-initiated transfers or conferences when under the control of the Communication Control Toolkit
Configure the Universal Networking feature using the Contact Center Manager Server Setup Configuration utility. Standby Server Use the Standby Server feature to replicate a primary Contact Center Manager Server database to a Standby Server. Configure the Standby Server using the Contact Center Manager Server Setup Configuration utility. For more information, see the Nortel Contact Center Manager Server Installation Guide and Maintenance Guide for the Standby Server.
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Outbound Only licensed users can access the Outbound Campaign Manager Tool using Contact Center Manager Administration. The Outbound Campaign Manager Tool is only compatible with Contact Center Multimedia/Outbound. For more information about the Outbound feature, see the Contact Center Manager Administrator’s Guide. Report Creation Wizard Report Creation Wizard provides a simplified method to customize historical reports within Contact Center. Report Creation Wizard is a user-based license. License Manager controls the maximum concurrent Report Creation Wizard users. Contact Center Manager Administration includes a one-user license for the Report Creation Wizard feature. You can order additional licenses in groups of 5 up to a maximum of 25 licenses (that is, 5, 10, 15, 20, or 25 licenses). For more information about Report Creation Wizard, see the Contact Center Manager Administration Installation and Maintenance Guide.
License identifiers License identifiers connect a license file to a particular server or to a particular installation. For example: pT0z9b4z++unYkFAwIAZlJKQkVElvfG2lTzUsgCOqLtqtsbWmp6cHZ3dzc0= # plicd 1.2 00:11:25:3e:11:78 (1) 360 secs Communication Server 2x00/DMS server The only identifier allowed for DMS installations is the MAC address for the Contact Center Manager running the License Manager. The MAC address can be any MAC address of any of the network interface cards (NIC); however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Communication Server 1000/Meridian 1 PBX server The serial ID of the Communication Server 1000 server (CS 1000) is the identifier for Nodal Communication Server 1000/Meridian 1 PBX installations. You can also use the MAC addresses, but the license file is shipped with a serial ID rather than the MAC address. You must enter the serial ID correctly during the installation. If the serial ID does not match the ID used to generate the license file, the Contact Center License Manager Server cannot start. ATTENTION
A corporate license file can only be generated from the Nortel server subnet NIC MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the CS 1000/Meridian 1 serial ID. Communication Control Toolkit server If you plan to use the Communication Control Toolkit server as a standalone server (without Contact Center Manager Server), the license identifier is the MAC address of the server. If you are using Communication Control Toolkit as part of the Contact Center solution, use Contact Center Manager Server for the License Manager software. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start. SIP server The only identifier allowed for SIP installations is the MAC address of the Contact Center Manager running License Manager. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Mixed Corporate node In all Corporate installations, even if all servers connect to a Communication Server 1000/Meridian 1 PBX, servers use the MAC address as the identifier. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Install License Manager This section provides an overview of the three different kinds of License Manager installations. License Manager with Contact Center Manager or Network Control Center server Use this installation of License Manager if you use the Contact Center Manager database to store the historical statistics for the maximum number of licenses that are issued in an interval, day, week, and month. Dedicated installation (without the database) Use this installation if you are not installing Contact Center Manager in the network. When you choose the dedicated installation, no historical statistics are collected concerning the license usage. Dedicated installation (includes the database) This option is not currently supported. Nortel recommends that you install the License Manager on a server on which you plan to install Contact Center Manager Server, or on a Network Control Center server; however, you must install the Contact Center Manager Server application before you install the License Manager.
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Licensing grace period In the event of a communication error between the Contact Center Manager Server and the License Manager, normal operation of the Contact Center Manager Server runs for the duration of the grace period. The grace period duration is equal to 10 days and is accumulative over the lifetime of the product. On the first occurrence of a communication problem between the Contact Center Manager Server and the License Manager, 10 days are available for the Contact Center Manager Server to continue normal operation. If the problem is resolved in two days, on the next occurrence of a communication problem, eight days are available to fix the problem. If, at any stage, the grace period expires, Contact Center Manager Server shuts down and locked. You cannot restart Contact Center Manager Server without resetting the grace period. You can reset the grace period to 10 days at any time. When a communication error is detected, an event is fired to the Server Utility detailing that an error occurred, the time already elapsed in the Grace Period, and a lock code that you must return to Nortel to reset the grace period.
Emergency license files If you cannot fix the connection between the License Manager and Contact Center Manager Server within the 10-day grace period, contact your Nortel customer service representative to determine if you need to activate an emergency license file on your system. The emergency license file expires after 30 days and is used only to ensure operation of the Contact Center Manager Server on a temporary basis. You must install the emergency license file through the License Manager Configuration tool. If you are using corporate licensing, you may need to change the Contact Center Manager Server configuration in cases where the License Manager is installed on a different server than it was previously.
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License Manager statistics Historical reporting data is produced by the License Manager to support the analysis and management of concurrent license usage in the network. Historical data is available in 15-minute intervals on a daily, weekly, or monthly basis. License utilization is reported on a client basis, with the IP address of the client used to denote individual clients. The License Manager reports the following statistics:
Timestamp—The time the data is written to the database.
IP Address—The IP address of the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.
License identifier—The name of the license.
Maximum allocation during interval—The maximum number of licenses allocated to the server during the 15-minute interval.
If an interval has 10 licenses issued for a feature, then 10 is written to the database table. If another 5 licenses are issued in the next interval, then 15 is written to the database table. However, at the end of the interval, if only 14 licenses were issued, but 15 were issued at some stage during the interval, then a value of 15 is written to the database. The data is written to the database on the server on which you installed the License Manager for each 15-minute interval. These statistics are consolidated daily, weekly, and monthly. The License Manager reports any errors in writing data to the database. The data is stored on a site-by-site basis where the site identifier is the IP address of the server. A report template is available to generate reports using this statistical information. The data is available from the following database views:
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iLicenseStat—interval statistics
dLicenseStat—daily statistics
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wLicenseStat—weekly statistics
mLicenseStat—monthly statistics
Real-time statistics The plicmon.exe utility monitors the licenses issued by the active License Manager. When you run this utility, it takes a snapshot of the licenses issued.
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Other licensing This section provides information about other licensing that is used in Contact Center.
Media Application Server (MAS) licensing The MAS license resides on the server on which you plan to install MAS and is specific to the SIP Contact Center application that resides on the server. Install this license using the MAS console window. For more information, see the Nortel MAS Installation and Maintenance Guide. You can configure the following licenses for MAS:
Advanced SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements, Tones, and Give RAN/MOH.
Premium SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements service - Tones, Give RAN/ MOH; Dialog service/Give IVR - advanced treatments including play prompts, collect digits, Web page push, canned applications like EWT/PIQ, send IM, and VXML invocation.
SIP Video Contact Center Service (On/off)—Enables video agents and video streaming treatments.
SIP Contact Center Services CD—Media for installing services on the MAS.
The SIP-enabled Contact Center MAS software is the only component that is ordered separately from the other Contact Center components.
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Chapter 6
Upgrade to Contact Center Manager In this chapter Upgrade and migration planning
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Upgrade to Contact Center Manager Administration 6.0
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Upgrade to Contact Center Multimedia 6.0
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Upgrade to Communication Control Toolkit 6.0
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Upgrade and migration planning This chapter provides general information required when planning an upgrade or migration to Contact Center Manager 6.0. It, also, provides detailed upgrade information for each of the four main applications:
Contact Center Manager Server
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
Follow the detailed procedures in the appropriate document for each software program.
For information about Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
For information about Contact Center Manager Administration, see the Contact Center Manager Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center Multimedia Installation and Maintenance Guide.
For information about Communication Control Toolkit, see the Communications Control Toolkit Installation and Maintenance Guide.
For information about co-resident server, see the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
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SIP is supported in new installs only. SIP is not supported in Symposium Contact Center Server 5.0 to Contact Center Manager 6.0 upgrades or migrations.
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Supported upgrades and migrations The following diagram display supported upgrade and migration paths for Symposium Call Center Server to Contact Center Manager Server and Contact Center Manager Administration.
Migrations Migrating from Symposium Call Center Server 4.2 to Contact Center Manager Server 6.0 requires a change of operating system as the server is migrating from Windows 2000 to Windows 2003. Symposium Call Center Server 5.0 can be installed on Windows 2000 or Windows 2003. If the Symposium Call Center Server 5.0 is running on Windows 2000, you are required to perform a migration. If not, you can perform a straight upgrade. Migrations involve setting up a second machine. Planning and Engineering Guide
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Upgrades Contact Center Manager Administration 6.0 is not compatible with Symposium Call Center Server 4.2. Nortel recommends upgrading Symposium Call Center Server 4.2 servers to Symposium Call Center Server 5.0 before Web Client 4.5 is upgraded to Contact Center Manager Administration 6.0, if there are multiple Symposium Call Center Server 4.2 servers administered by one Symposium Web Client 4.5. Migrating Classic Client data If a you are running Classic Client and are migrating to Symposium Web Client or Contact Center Manager Administration there two options:
Option 1: Migrate all the Classic Client Data to Web Client 4.5 and upgrade to Contact Center Manager Administration 6.0. Follow this approach for the following reasons: The server is Symposium Call Center Server 4.2 and you want to upgrade directly to Contact Center Manager Server 6.0. Symposium Web Client 4.5 is already installed but not deployed to all users.
Option 2: Migrate all the Classic Client data to Contact Center Manager Administration 6.0. Follow this approach for the following reasons: The server is Symposium Call Center Server 5.0 or the you plan to upgrade to Symposium Call Center Server 5.0 prior to upgrading to Contact Center Manager Server 6.0. Symposium Web Client 4.5 is not deployed. If you install and deploy Contact Center Manager Administration 6.0, agents do not need require training on Web Client 4.5 and on Contact Center Manager Administration 6.0.
Contact types In an upgrade from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, contact types remain unchanged if you do not modify the skillset name. For example, you have a Symposium Call Center Server 5.0 system using EM_ in skillset naming convention, EM_Skillset. After you upgrade to Contact Center Manager Server 6.0, EM_Skillset continues to be designated as a voice contact type. 140
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In an upgrade from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, using default contact types not supported. System upgrades from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 cannot modify existing skillsets using default contact types that are not supported. For example. you have a Symposium Call Center Server 5.0 system using EM_ in skillset naming convent, EM_Skillset. After you upgrade to Contact Center Manager Server 6.0, EM_Skillset cannot be updated if EM_ (default contact type) is not supported.
TAPI/Communication Control Toolkit upgrades and migrations Communication Control Toolkit 6.0 can only be installed on Windows 2003. Therefore, any TAPI 3.0/Communication Control Toolkit 5.0 servers currently running Windows 2000 must be migrated to a Windows 2003 machine. Any TAPI 3.0/Communication Control Toolkit 5.0 servers running Windows 2003 can be upgraded. After upgrading from Communication Control Toolkit 5.0 to Communication Control Toolkit 6.0 the migration and upgrade service update must be applied (CCT_6_PU_01.exe). The following diagram displays the supported upgrade and migration paths for TAPI and Communication Control Toolkit.
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Compatibility matrix The following tables list older Symposium Call Center Server components compatibility with Contact Center Manager 6.0 components. A Y in the column indicates the components are compatible. An N indicates the components are not compatible.
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* Refers to replicating functionality
SCCS R4.2 SCCS R5 (Active) Standby and Replication Server R5 SCCS/CCMS CCMS R6 (Active) Standby and Replication Server R6 NCC R4.2 NCC R5 NCC R6 License Manager 6.0 Classic Client 4.0 GRTD 3.5 Clients SWC 4.5 CCM Server Utility 6.0 CCMA 6.0 Y N N Y Y N Y Y Y Y Y
N N Y Y N N Y Y Y N N
N N N N N -
N
Y
Y N N Y Y N N N Y Y
N -
-
N N N -
Y
N
N Y N Y N N
N
Y N
N Y N Y Y Y
N
Y Y
Y N N N Y Y
Y
N Y
N N Y N Y
N Y
N N
Standby and Standby and License SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0
SCCS/CCMS
N Y Y N -
Y N
Y Y
N N N N -
Y N
Y Y
N Y Y N N Y* N*
Y N
Y Y
Classic Client GRTD SWC 4.0 3.5 4.5
N Y Y -
N Y
N Y
N Y Y Y N* Y*
Y
N Y
CCM Server CCMA Utility 6.0 6.0
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Communication Control Toolkit and Contact Center Multimedia compatibility
SCCS 4.2 SCCS/CCMS SCCS 5.0 CCMS 6.0 TAPI 3.0 TAPI/CCT CCT 5.0 CCT 6.0 SWCP 4.0 SWCP/CCMM CCMM 6.0
SCCS 4.2 Y Y N Y N
SCCS/CCMS SCCS 5.0 CCMS 6.0 Y N Y Y N Y Y Y* N Y
TAPI 3.0 Y Y N Y N
TAPI/CCT CCT 5.0 Y Y Y Y N
CCT 6.0 N N Y N Y
SWCP/CCMM SWCP 4.0 CCMM 6.0 Y N Y N Y* Y Y N Y N N Y -
* SWCP Converter SU is required.
Supported administration The following diagram displays supported administration paths for previous releases of Symposium Call Center Server and current releases of Contact Center Manager in the same network.
The following items apply to supported administration:
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Web client 4.5 and Classic Client can administer a Symposium Call Center Server 4.2 and a Network Control Center 4.2. Contact Center Manager
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Contact Center Manager Administration 6.0, Web Client 4.5, and Classic Client can administer Symposium Call Center Server 5.0 and Network Control Center 5.0.
Contact Center Manager Administration 6.0 can administer Contact Center Manager Server 6.0 and Network Control Center 6.0, but cannot administer Symposium Call Center Server 4.2.
Network Control Center 6.0 is compatible with Contact Center Manager Server 6.0 and Symposium Call Center Server 5.0.
The following diagram displays an example of supported administration with Contact Center Manager Administration 6.0.
A co-resident Contact Center Manager Administration can only administer its own co-resident Contact Center Manager Server. It cannot administer any other Contact Center Manager Server in the network. If the co-resident Contact Center Manager Administration is replicating with other Contact Center Manager Administration servers, a list of all the Contact Center Manager Servers is displayed in the tree view but administration of the other Contact Center Manager Servers is not supported.
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In a configuration where:
there are multiple Symposium Call Center Server 4.2 servers administered by Classic Client
and
you plan to have one Contact Center Manager Administration administer multiple Contact Center Manager Servers
It is recommended that you follow these steps:
Upgrade each Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0.
Deploy Contact Center Manager Administration 6.0 in parallel with Classic Client.
Migrate Classic Client data to Contact Center Manager Administration 6.0 and uninstall all Classic Clients.
Upgrade each Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0.
This procedure provides time for you to migrate all Classic Client data (historical reports, schedules, and so on) to Contact Center Manager Administration 6.0 prior to upgrading the Symposium Call Center Servers to Contact Center Manager Server 6.0. Also, the supervisors are not required to learn both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0. However, if you plan for each Symposium Call Center Server/Contact Center Manager Server to be administered by one Symposium Web Client/Contact Center Manager Administration, there are two options:
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Option 1: Install Contact Center Manager Administration 6.0 In one maintenance window, upgrade the Symposium Call Center Server 4.2 to CCMS 6.0 directly and migrate all the Classic Client data. The benefit of this option is the single upgrade from Symposium Call Center Server 4.2 to Contact Center Manager Server 6.0 and Symposium Web Client 4.5 is not required to be deployed. However, note that this is only feasible if there is not a lot of data to configure on Contact Center Manager Administration 6.0 to setup all the users. Contact Center Manager
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Option 2: Deploy Symposium Web Client 4.5 for each Symposium Call Center Server 4.2 to allow for migrating the historical reports, schedules, and so on from Classic Client to Symposium Web Client 4.5. Upgrade each Symposium Call Center Server 4.2 and Symposium Web Client 4.5 to Contact Center Manager 6.0 in the same schedule maintenance window.
Option 3: Upgrade each Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0. Deploy Contact Center Manager Administration 6.0 in parallel with Classic Client. Migrate Classic Client data to Contact Center Manager Administration 6.0 and uninstall all Classic Clients. Upgrade each Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0.
The benefit of Option 1 is Symposium Web Client 4.5 and Symposium Call Center Server 4.2 can be upgraded to Contact Center Manager 6.0 in one maintenance window. The benefit of Option 2 is Symposium Web Client 4.5 does not need to be deployed prior to the upgrade to Contact Center Manager 6.0 if Classic Client is in use.
Server Utility administration The following diagram displays supported Server Utility administration paths.
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Server Utility 6.0 can be co-resident with Contact Center Manager Server 6.0 and Network Control Center 6.0
A standalone or co-resident Server Utility 6.0 can administer Symposium Call Center Server 5.0, Contact Center Manager Server 6.0, Network Control Center 5.0, and Network Control Center 6.0.
Network Skills-Based Routing (NSBR) The Network Control Center server must be the first server in the network to be upgraded as Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. NSBR is supported on SIP or Communication Server 2x00/DMS in Release 6.0. However, Symposium Call Center Server 5.0 for Communication Server 2x00/ DMS does not support NSBR. It is recommended that you upgrade all servers from earlier releases to Symposium Call Center Server/Network Control Center 5.0 prior to upgrading to Contact Center Manager Server/Network Control Center 6.0 as Network Control Center 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Network Control Center 6.0 is not compatible with Symposium Call Center Server 4.2.
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Contact Center Manager Administration replication The following diagram displays an example of Contact Center Manager Administration servers replicating. A co-resident Contact Center Manager Administration can replicate to a standalone Contact Center Manager Administration server (see Site D in the following diagram).
Upgrading with replication
If you have a number of Contact Center Manager Administration servers replicating, you are required to stop replication before you can perform an upgrade.
All replicating servers are required to be upgraded within the same scheduled maintenance window.
Replication is not supported between Symposium Web Client 4.5 and Contact Center Manager Administration 6.0.
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Co-resident upgrades On a co-resident machine the Symposium Web Client/Contact Center Manager Administration software must be upgraded at the same time as the Symposium Call Center Server/Contact Center Manager Server software. You cannot have different versions of software on a co-resident machine. For example, you cannot have Contact Center Manager Administration 6.0 and Symposium Call Center Server 5.0 on the same machine. The supported co-resident options are:
Symposium Web Client 4.5 and Symposium Call Center Server 5.0
Contact Center Manager Administration 6.0 and Contact Center Manager Server 6.0
To perform a co-resident upgrade, see the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
Examples of customer configurations Following are customer configuration example to see when planning upgrades. Customer scenario 1 The following customer scenario includes TAPI 3.0 and Symposium Call Center Server 5.0. Classic Client is used to administer Symposium Call Center Server 5.0. Option 1 upgrade steps 1.
Deploy Contact Center Manager Administration 6.0 and migrate all Classic Client data to Contact Center Manager Administration 6.0.
2.
Conduct the following upgrades and installs in the same scheduled maintenance window:
upgrade TAPI 3.0 to Communication Control Toolkit 6.0 upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 install License Manager
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1.
Deploy Contact Center Manager Administration 6.0 and migrate all Classic Client data to Contact Center Manager Administration 6.0.
2.
Upgrade TAPI 3.0 to Communication Control Toolkit 5.0.
3.
Conduct the following upgrades and installs in the same maintenance window:
4.
upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 install License Manager All users must use Contact Center Manager Administration 6.0 exclusively after this upgrade.
In another scheduled maintenance window, upgrade Communication Control Toolkit 5.0 to Communication Control Toolkit 6.0. Steps 1 and 2 can occur in the same maintenance window.
Customer scenario 2 The following diagram displays a typical mixed network site. The customer has three sites that are networked together.
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Background on Site A
Symposium Call Center Server 5.0 server. The supervisors use Classic Client to administer Symposium Call Center Server and Network Control Center. Symposium Web Client 4.5 is installed on the site, but it is only used by the Call Center administrator for training purposes.
Network Control Center 5.0
Web Client 4.5
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
Background on Site B
Symposium Call Center Server 4.2 server. The supervisors use Classic Client to administer the Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
Background on Site C
Symposium Call Center Server 5.0 server. The supervisors use Classic Client to administer Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
The customer purchased Contact Center Manager 6.0 with nodal licenses and purchased the new Report Creation Wizard. The customer plans to upgrade all sites to Contact Center Manager 6.0. The customer plans the implementation to Contact Center Manager 6.0 by initially rolling out Contact Center Manager 152
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Administration to supervisors on Site A before rolling Contact Center Manager Administration out to supervisors at Site B and Site C. The customer carries out nightly backups, but is concerned about what might happen if the call center is down for a long period of time. The customer is considering introducing a form of redundancy. Steps to be performed 1.
Ensure that all the Symposium Call Center Servers, switches, and the Network Control Center are at an acceptable version of software and that each are updated up to the correct level.
2.
In this example, the customer has one Symposium Call Center Server running Symposium Call Center Server 4.2. Upgrade this server to Symposium Call Center Server 5.0.
3.
Identify the user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and custom GRTD displays so that the Classic Client data can be ported to Web Client.
4.
Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 on Site A. Administrators can administer the Symposium Call Center Server 5.0 servers using Contact Center Manager Administration 6.0. Supervisors at all sites who connect to the Network Control Center and Supervisors who connect to Site A must identify and recreate their user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and custom GRTD displays within Contact Center Manager Administration 6.0. (Supervisors may start using Symposium Web Client 4.5 prior to upgrading to Contact Center Manager Administration 6.0 and start migrating the historical reports, scheduled assignments, and real-time displays.)
5.
After all the reports, real-time displays, and schedules are migrated for the Network Control Center, upgrade to Network Control Center 6.0. Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. Network Control Center 6.0 is compatible with both Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Because the customer bought nodal licenses, the Network Control Center requires a coresident License Manager.
6.
Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because the customer bought nodal licenses, Contact Center
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Manager Server requires a co-resident License Manager. Use the same license file as the one used on the Network Control Center License Manager. 7.
The supervisors using Site B Symposium Call Center Server must migrate to Contact Center Manager Administration 6.0.
8.
After migrating the supervisors to Contact Center Manager Administration 6.0, upgrade the Symposium Call Center Server 5.0 at Site B to Contact Center Manager Server 6.0.
9.
The supervisors using Site C Symposium Call Center Server must migrate to Contact Center Manager Administration 6.0.
10. After migrating the supervisors to Contact Center Manager Administration 6.0, upgrade the Symposium Call Center Server at Site C to Contact Center Manager Server 6.0. In this example, the Call Center administer may decide to migrate all the Classic Client data to Symposium Web Client 4.5 prior to upgrading to Contact Center Manager Administration 6.0. This decision must be made by each customer. Some factors in making this decision are:
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how many users are currently using Symposium Web Client 4.5
whether training is required in both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0 for many users
estimated amount of time required to migrate Classic Client data
time between the planned upgrade or migration to Contact Center Manager Administration 6.0 and the planned upgrade or migration to Contact Center Manager Server 6.0
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Customer scenario 3 The following diagram displays a customer with three replicating Symposium Web Client 4.5 at three separate sites. The customer wants to upgrade to Contact Center Manager Administration 6.0.
Steps to be performed If the customer wants to keep replication, a technician must be sent to each site so that the upgrade can be performed within the same scheduled maintenance window. 1.
Inform all Symposium Web Client users to log out.
2.
At each site, perform a full backup of the Symposium Web Client 4.5.
3.
Stop replication at each site
4.
Upgrade each site from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0
5.
Restart replication at each site.
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Upgrade to Contact Center Manager Server 6.0 This section describes supported upgrades to Contact Center Manager Server and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Manager Server Installation and Maintenance Guide.
Supported upgrade paths in Contact Center You can upgrade from the following releases of Symposium Call Center Server to Contact Center Manager Server:
from Release 4.2 to 6.0
from Release 5.0 to Release 6.0
from Release 6.0 to 6.0
ATTENTION
Before you install the Contact Center Manager software, you must read the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.
If you are upgrading servers in a network, you must upgrade Network Control Center first because Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0.
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Upgrade from earlier releases The following table lists the supported upgrade paths. Release
Action
1.5
Upgrade to Release 4.2, and then upgrade from Release 4.2 to Release 6.0.
3.0
Upgrade to Release 4.2, and then upgrade from Release 4.2 to Release 6.0.
4.0
Upgrade to Release 5.0, and then upgrade from Release 5.0 to Release 6.0.
Upgrade on the same server versus upgrading to a new server Upgrading on the same server To upgrade from Symposium Call Center Server to Contact Center Manager Server, plan for the server to be offline for 4 to 6 hours, depending on your system and database size. Upgrading to a different server To upgrade from Symposium Call Center Server to Contact Center Manager Server on a different server, keep the old server online while you install the software on the new server. Take the server offline only after you perform the database backup.
Upgrade from a stand-alone server to a co-resident server To upgrade from a stand-alone installation of Symposium Call Center Server 4.2 or 5.0 (Windows 2000) to a co-resident installation of Contact Center Manager Server (Windows Server 2003), follow the instructions in the relevant upgrading or platform migration chapters to upgrade and restore data to the Contact Center Manager Server application. Then, install the co-resident applications (for example, Contact Center Manager Administration) on the same server. Planning and Engineering Guide
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Server requirements for Contact Center Manager Server Before you upgrade to Contact Center Manager Server, ensure that the server meets the requirements for Contact Center Manager Server. Contact Center Manager Server is supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program.
Restore a more recently backed-up database You can restore a more recently backed-up database (4.2 or 5.0) than the database when your new Release 6.0 server is ready to go live. For example, if you upgrade from Contact Center Manager Server Release 4.2 to Release 6.0, but keep the original Release 4.2 server active, then when your Release 6.0 server goes live, you can restore a more recently backed-up database. You do not have to perform another migration. Use the Database Restore utility to restore the database.When the database restore is complete, the Contact Center Manager Server Database Restore utility automatically launches the Server Setup Configuration utility. Verify the configuration information, and then complete the configuration process. Running the server configuration repopulates the database with Release 6.0 data. When restoring a more recently backed-up Release 6.0 database, you do not need to run Server Setup Configuration again.
Deal with call statistics during an upgrade During the upgrade procedure, you must create a backup of your original server database. The database backup is an online operation, so the server remains in service during the backup. However, if the contact center continues to respond to calls after the database backup, then call statistics recorded after the database backup of the original server are missing from the restored database of the new or reconfigured server.
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If your server continues to receive calls after the backup, some call statistics and data pegging are missing from the backup. If it is important that all call statistic and data pegging be migrated to your Release 6.0 server, take the original server offline immediately following the database backup. Ensure that the original server remains offline until you install Release 6.0 and successfully migrate the database back to the same server. If you have to transfer all of your call statistics to the new server, Nortel recommends that you complete the following tasks: 1
Stop the HDM service on the live Symposium Call Center Server. The call statistics files are stored in the file system for use on the migrated Contact Center Manager.
2
Create a new database back up of Symposium Call Center Server.
3
Restore the new database backup onto the Release 6.0 server.
4
Copy the Symposium Call Center Server interval files to Contact Center Manager.
5
Bring the new Release 6.0 server online. The HDM service on Contact Center Manager adds the interval file data to the Contact Center Manager database. The call statistics are restored.
Disk partitioning requirements on the new or reconfigured server The following list describes requirements for the disk partitions on your new or reconfigured server:
The number of database drive partitions on the new or reconfigured server must be the same as or greater than the number on the original server.
The drive partitions must be the same size or larger than those on the original server.
The drive partitions must meet the minimum size requirements for a Contact Center Manager Server.
How you actually partition your disks depends on the hardware configuration of the server on which you are going to run the Contact Center Manager Server. Use the disk partitioning examples in the next section as a guideline.
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Disk partitioning examples Use the following example to understand the disk partitioning requirements. Example: Release 4.x server to Contact Center Manager Server When you upgrade from a Release 4.x server to a Contact Center Manager Server, the new server must have at least as many partitions as the original server. If the original server has partitions C, D, F, and G, then the new server must have at least partitions C, D, F, and G. You can use additional new database partitions. Original drives and partitions
New drives and partitions
C (operating system and pcAnywhere)
C (operating system and pcAnywhere)
D (Contact Center Manager Server)
D (Contact Center Manager Server)
F (database)
F (database)
G (database)
G (database)
The logical disk drive letter assignment of partitioned disks on the new or reconfigured server depends on the server type. For drive letters, see the appropriate installation or configuration guide for the type of server to which you are upgrading. Database size and database expansion When you upgrade from your original server to a new or reconfigured server, the database on the new server is exactly the same size as the database on the original server, even if you create additional or larger database partitions. Contact Center Manager Server does not automatically expand your database into additional or larger database partitions during an upgrade as in earlier releases. For example, if your original server has two database partitions (F and G), and your new server has three database partitions (F, G, and H), you must use the Database Expansion utility to make use of the additional partition (H). Also, if any partitions on your new server are larger than those on the original server, you must use the Database Expansion utility to use the additional space. 160
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License Manager requirements for upgrading to Release 6.0 The Contact Center Manager Administration in an Symposium Call Center Server 5.0 environment uses the existing Symposium Call Center Serve 5.0 keycode. The Contact Center Manager Administration in a Contact Center Manager Server environment uses the License Manager.
Perform upgrades on servers in a networking environment If you are upgrading servers in a network, upgrade Network Control Center first because Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. After this is complete, perform the following tasks:
On the Network Control Center server, add all the sites in your multisite contact center using the Configuration (nbconfig) utility on the server. For more information, see the Network Control Center Administrator’s Guide (see the section titled “Configuring the communications database”).
After you complete the preceding step, you can perform upgrades on the remaining servers in the network. To ensure that the Contact Center Manager Server can continue to route calls to other sites after an upgrade, you must perform the following tasks:
On the Network Control Center server, use the Configuration (nbconfig) utility on the server to perform a force synchronization of the Address Table for all the sites in your multisite contact center. For more information, see the Network Control Center Administrator’s Guide.
Ways to save time during an upgrade Most upgrades take place in situations where down time for the server is limited. Here are a number of suggestions to minimize the amount of down time and making the upgrade go more smoothly.
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Perform a trial run of the Database Integrity Check, Platform Recovery Disk creation, and database backup Some upgrades are slowed down when database errors are detected during a Database Integrity Check, or during the creation of a Platform Recovery Disk, which checks for database segmentation problems. Also, if you choose to back up your database to a remote directory, it takes time to set this up and test it. For these reasons, it is good practice to perform a trial run of the Database Integrity Check, Platform Recovery Disk creation, and database backup at least a few days before the upgrade is scheduled. This way, any problems can be detected and resolved ahead of time. Performing trial runs ahead of the upgrade date enables you to estimate the time required to complete each step. Keep in mind that the time required to do a database backup (either to a tape or a remote directory) can vary between the trial run and the actual backup day due to several factors. For example, the amount of data to back up and the amount of customer network traffic can change from day to day. Performing the database restore When you perform the Database Restore beforehand, selecting the Database Integrity check box in the Database Restore window causes the database restoration time to take longer. If you clear the check box to save time, Nortel recommends that you perform the Database Integrity Check at another suitable time before putting your server in service. Other ways to save time during the upgrade To save time during an upgrade:
Configure the network environment before database backup.
Install the new operating system on the new server computer beforehand.
Configure the network environment for restore.
Properly partition the new server.
Contact types Contact types are the media types by which (inbound) contacts arrive into a contact center and by which a contact center sends (outbound) contacts.
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A contact type determines how a contact center handles contacts. An example is e-mail, where a contact center customer sends an e-mail, the contact center receives the e-mail, and the contact center routes the e-mail according to various e-mail-specific rules. If required, an agent with e-mail ability processes the email. Default contact type
Skillset prefix
Description
Voice
none
Default Voice Contact Open Queue-enabled Type Contact Center Manager Server
Supported on
SIP-enabled Contact Center Manager Server E-mail
EM_
Default CCMM email Contact Type
Open Queue-enabled Contact Center Manager Server
Web_Communication WC_
Default CCMM Web communication Contact Type
Open Queue-enabled Contact Center Manager Server
Outbound
OB_
Default CCMM Outbound Contact Type
Open Queue-enabled Contact Center Manager Server
Video
VI_
Default SIP Video Contact Type
SIP-enabled Contact Center Manager
The following rules are enforced in Contact Center Manager Administration:
You cannot delete a default contact type.
You cannot edit the name or the skillset prefix of a default or user-defined contact type.
You cannot edit a default contact type if a skillset or an agent is associated with it.
You cannot edit or delete a user-defined contact type if a skillset or an agent is associated with it.
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You cannot create a user defined contact type with any of the default skillset prefixes: EM_, WC_, OB, or VI_.
When you upgrade, the contact types previously assigned to skillsets are maintained following the upgrade. If you want to modify the skillset name or the assigned contact type (skillset prefix), you have to delete the skillset and recreate it. Example If you have an EM_sales skillset that is for voice only, it remains exactly the same following the upgrade. If you want to create new EM_ skillsets, the new skillsets will be for e-mail contact types NOT voice. You can create EM_ skillsets only on an Open Queue enabled server. If your server is NOT Open Queue enabled, you cannot create new EM_ skillsets.
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Upgrade to Contact Center Manager Administration 6.0 This section describes supported upgrades to Contact Center Manager Administration and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Manager Administration Installation and Maintenance Guide.
Supported upgrade paths in Release 6.0 You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when installed on a Windows Server 2003 platform to Release 6.0 of Contact Center Manager Administration. You must also ensure that you have installed the latest supported Service Pack for Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0. For information about the service packs that have been validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. If your Symposium Web Client 4.5 SUS0601 v1 is supported by a Windows 2000/Advanced Server platform, you must migrate your Symposium Web Client 4.5 to a Windows Server 2003 platform before you can upgrade to Contact Center Manager Administration 6.0. If you have a release of Symposium Web Client prior to version 4.5, you must upgrade to Symposium Web Client 4.5 SUS0601 v1 before upgrading to Contact Center Manager Administration 6.0. For details about upgrading to Symposium Web Client 4.5, see the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Upgrades compared to migrations There is a difference between upgrading and migrating software, as outlined in this section. Upgrades If you already have a version of the Symposium Web Client or Contact Center Manager Administration software installed, and you want to upgrade to the next release of the software on the same operating system platform, then you are performing an upgrade of the software. Migrations If you have Symposium Web Client 4.5 SUS0601 v1 installed on a Windows 2000 Server/Advanced Server platform, and you want to install the Contact Center Manager Administration Release 6.0 software, which is only supported on Windows Server 2003, then you must migrate the data to a new computer that has Windows Server 2003. This new computer must also have Symposium Web Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to Contact Center Manager Administration Release 6.0. Similarly, if you have Symposium Web Client 4.5 SUS0601 v1 installed on your current server and you want to upgrade to Contact Center Manager Administration 6.0 on a new server, then you must migrate your data to the new server either before or after you upgrade the software. It is important that when you are migrating data, you install the same software version and Service Update on the target server. For example, if you have Symposium Web Client 4.5 with SU06 installed on the existing server, you must install Symposium Web Client with SU06 on the target server.
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Compatibility with Contact Center Manager Server and previous versions of Symposium Call Center Server When upgrading and migrating to Contact Center Manager Administration 6.0, you must ensure that all servers are compatible. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration is incompatible with previous releases of Symposium Call Center Server (that is, earlier than Version 5.0 with SUS0504). If you are installing Contact Center Manager Administration 6.0 on a co-resident server, it can only be installed after Contact Center Manager Server 6.0. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0. You can use Contact Center Manager Administration to administer a Release 5.0 Symposium Call Center Server in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later). To administer Contact Center Manager Server 6.0 (or later), you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration.
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The following matrix shows the compatibility between Contact Center Manager Server 6.0 (and previous versions) and Contact Center Manager Administration 6.0 (and previous versions).
Classic Client
Contact Center Manager Symposium Web Administration 6.0 Client 4.5
Symposium Call Yes Center Server 4.0
Yes
No
Symposium Call Yes Center Server 4.2
Yes
No
Symposium Call Yes Center Server 5.0 SUS0504
Yes
Yes, with limitations (see Notes)
No
No
Yes
Contact Center Manager Server 6.0
Notes:
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You can use Contact Center Manager Administration 6.0 to administer Symposium Call Center Server 5.0 with the minimum update of SUS0504, however not all of the features and functionality of Contact Center Manager Administration 6.0 are available in this configuration. For example, the SIP (Session Initiation Protocol), Universal Networking, and Open Queue features are only available when Contact Center Manager Administration 6.0 is administering a Contact Center Manager Server 6.0. Additionally, there are limitations for maximum number of script variables (20), and the character limit on a script (30 000) when a Contact Center Manager Administration 6.0 is supporting a Symposium Call Center Server 5.0 SUS0504.
Contact Center Manager Administration 6.0 is supported in the co-resident configuration only with Contact Center Manager Server 6.0 (for example, Contact Center Manager
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Contact Center Manager Administration 6.0 is not supported in a coresident configuration with Symposium Call Center Server 5.0).
Planning your upgrade The following section describes common upgrade scenarios and the tasks that you must perform to successfully complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0. Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 to Contact Center Manager Administration 6.0 on the same server Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration. Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 on server A to Contact Center Manager Administration 6.0 on server B Nortel does not support a direct migration from Symposium Web Client 4.5 on a source server to Contact Center Manager Administration 6.0 on a new server. That is, you cannot back up Symposium Web Client data on the source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. You have two options for upgrading to Contact Center Manager Administration 6.0 in this scenario. Option 1 is recommended by Nortel because it lets you maintain a fully operational Symposium Web Client on the source server while you perform the upgrade on the target server.
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Option 1 (recommended) 1.
Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source server to the target server using backup and restore.
3.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Option 2 1.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the source server.
1.
Install Contact Center Manager Administration on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Contact Center Manager Administration data from the source server to the target server.
Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2000 to Contact Center Manager Administration 6.0 In this scenario, you must use two servers because Contact Center Manager Administration does not support a direct upgrade from Windows 2000/ Advanced Server to Windows Server 2003. 1.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows 2000 platform on the source server to a Windows 2003 platform on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Upgrade access classes and partitions To support the new partition and user options, users created in Symposium Web Client 4.5 need to be upgraded to function correctly in Contact Center Manager Administration 6.0. 170
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This is an automatic process and is integrated into the Contact Center Manager Administration upgrade/install application. The upgrade procedure is logged to the following location on the Contact Center Manager Administration server: Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
Timing The following upgrade times provide guidance on the time required for software upgrade. Upgrade from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on the same server Preinstallation (including operating system installation/configuration): 2.5 hours Upgrading the Server Software: 30 minutes Post upgrade: 1.5 hours Upgrade from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on a new server Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server) Installing the Server Software: 30 minutes Post installation: 1.5 hours These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
DVD Drive: Internal IDE 8X DVD-ROM
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Upgrade to Contact Center Multimedia 6.0 This section describes supported upgrades to Contact Center Multimedia and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia server release 6.0 requires different operating system, and application deployment technologies. If you want to upgrade the database from the previous release, Symposium Web Center Portal Release 4.0, you must install your Contact Center Multimedia software on a new server. You cannot upgrade your Contact Center Multimedia software directly from a previous installation.
The Contact Center Multimedia Technical Requirements and Operating System Configuration guide outlines the requirements for the Contact Center Multimedia server. If your current Symposium Web Center Portal Release 4.0 server currently meets the requirements for the Contact Center Multimedia server and you do not want to keep data from Symposium Web Center Portal Release 4.0, you can upgrade your current server to run Contact Center Multimedia. You must erase all data, including the Operating System from the server, and format the server according to the information provided in Contact Center Multimedia Technical Requirements and Operating System Configuration guide. No Symposium Web Center Portal Release 4.0 information can remain on the server. ATTENTION
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After the data is migrated to the Multimedia database, you cannot return to the previous release.
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What you need The following checklist contains the software and equipment you must have to upgrade Contact Center Manager 6.0:. Description
Done
All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).
❑
The Nortel Contact Center DVD is available.
❑
The Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.
❑
The Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide
❑
The Communication Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.
❑
The name of the server and the location of the Symposium Web Center Portal database are identified, if required.
❑
The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).
❑
The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.
❑
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Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 1 hour
Installing the Server Software: 30 minutes
Post installation: 15 minutes
These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications:
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Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.
DVD Drive: Internal IDE 8X DVD-ROM
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Upgrade to Communication Control Toolkit 6.0 This section describes supported upgrades to Communication Control Toolkit and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Communication Control Toolkit Installation and Maintenance Guide.
Assumptions
An upgrade to Communication Control Toolkit assumes the following:The switch is correctly installed, operational, and configured for use with the Contact Center Manager server.
All client/server PCs are operational and running one of the following versions of Windows: Windows Server 2003 Standard Edition Windows Server 2003 Enterprise Edition
All server PCs must use Microsoft TCP/IP.
The Nortel Server subnet is installed and operational.
If using Contact Center Manager in direct connect mode, the ELAN subnet is installed and operational.
The License Manager is installed on the CCMS server or on a standalone server.
Supported upgrade paths Notes: You can upgrade to Contact Center Manager from TAPI Release 3.0 to Communication Control Toolkit Release 6.0
The Contact Center Manager applications and TAPIapplication coexist on the same computer. While it is not possible for more than one application to control the same call, multiple applications may monitor a call owned by another application. In this regard, no distinctions are made between the Contact Center Manager and the TAPI application.
Nortel recommends that you make a backup copy of your m1spdb.mdb file and store it in a safe location any time you perform an upgrade to
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Symposium TAPI SP. Repeat the backup procedure after you complete the upgrade.
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Upgrade requirements This section provides an overview of the items you require to perform an upgrade to Nortel Contact Center Manager Release 6.0. Upgrade on the same server To upgrade to Contact Center Manager on the same server, plan for the server to be offline for between 4 to 6 hours, depending on your system and database size. When you upgrade, you must ensure that the TAPI server is a stand-alone server. You cannot upgrade a TAPI server that is currently running with Symposium Agent. Upgrade to a different server To upgrade to Contact Center Manager on a different server, keep the old server online while installing the software on the new server. Take the server offline only after you have performed the database backup.
Server requirements for Contact Center Manager Release 6.0 Before migrating to Release 6.0, make sure the server computer for the Release 6.0 software meets the requirements for a Contact Center Manager Release 6.0 server.
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Keycode requirements for migrating from TAPI 3.0 to Contact Center Manager Release 6.0 You do not require a new keycode to upgrade from TAPI 3.0.Upgrade features
when performing an upgrade to Release 6.0 To add additional software features when installing Release 6.0, you can obtain a new keycode that includes the new features, and use this keycode when you configure the Release 6.0 server.
System keycode requirements To add additional software features when installing Release 6.0, you can obtain a new keycode that includes the new features, and use this keycode when you configure the Release 6.0 server.
Perform upgrades on servers in a networking environment If you are performing upgrades in the Contact Center Manager networking environment, you must upgrade the Contact Center Manager server at each node. You can upgrade a TAPI network one node at a time (if they are all on TAPI 3.0). Contact Center Manager supports backward-compatibility.
Upgrade scenarios This section outlines the supported upgrade scenarios when installing Communication Control Toolkit 6.0 on an existing system. Upgrade from Communication Control Toolkit Release 5.0 to Communication Control Toolkit Release 6.0 on Windows Server 2003 The installation of CCT 6.0 automatically detects and uninstalls the previous installation of CCT 5.0. The original CCT 5.0 and TAPI configurations are preserved but it is recommended that both the CCT and TAPI database files be backed up prior to starting the migration process.
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Upgrade from Communication Control Toolkit Release 5.0 on Windows Server 2000 to Communication Control Toolkit Release 6.0 on Windows Server 2003 A server upgrade from Windows Server 2000 to Windows Server 2003 is required prior to the installation of CCT 6.0. After Windows Server 2003 is installed, the installation of CCT 6.0 can begin. Upgrade from TAPI 3.0 to Communication Control Toolkit Release 6.0 on Windows Server 2003 The installation of CCT 6.0 will automatically detect the existing TAPI 3.1 installation and will present the option to upgrade to TAPI 6.0. It is recommended that TAPI 6.0 be installed as part of the CCT 6.0 installation. Upgrade from TAPI 3.0 on Windows Server 2000 to Communication Control Toolkit 6.0 on Windows Server 2003 A server upgrade from Windows Server 2000 to Windows Server 2003 is required prior to the installation of CCT 6.0. After Windows Server 2003 is installed, the installation of CCT 6.0 can begin. The installation will automatically detect the existing TAPI 3.0 installation and will present the option to upgrade to TAPI 6.0. It is recommended that TAPI 6.0 be installed as part of the CCT 6.0 installation.
Upgrade options When you upgrade the Contact Center Manager server, you can choose one of three possible installation options.
Contact Center Components
TAPI 6.0
IVR-CTI 3.0
TAPI Connector
Contact Center Manager components
Switch
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Supported functionality
CTI-enabled IVR ports
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between IVR, UUI (incoming only), legacy TAPI clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI networkKnowledge
worker - direct connect Components
TAPI 6.0
TAPI Connector
Contact Center Manager components
IVR-CTI 3.0 is not supported in direct connect mode.
Switch Connectivity
direct connect to CS 1000/Meridian 1
Supported functionality
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between UUI (incoming only), legacy TAPI clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI network
Self Service Components
IVR-CTI 3.0Contact Center Manager components
Switch Connectivity
Avaya
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LinkPlexer general information In this chapter Overview
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System requirements
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Network architecture
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Features
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Considerations and limitations
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X.25 versus TCP/IP
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Overview This chapter gives a short overview of LinkPlexer 6.0. For detailed information, see the Nortel LinkPlexer Installation and Configuration Guide. LinkPlexer 6.0 is a Windows-based Contact Center application that enables multiple applications to share the same communications session and Communication Server 2x00/DMS resources. Each application operates as if it were directly connected to the Communication Server 2x00/DMS. LinkPlexer 6.0 can connect to the Communication Server 2x00/DMS using the ICM protocol (IP) or CompuCALL (X.25); however, applications connect to LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0, an application that does not support CompuCALL can communicate on the CompuCALL/X.25 interface of Communication Server 2x00/DMS. With LinkPlexer 6.0, applications can share Directory Number (DN) association between different applications. For example:
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An Interactive Voice Response (IVR) application and Contact Center Manager Server can share IVR voice ports. The IVR application controls the ports while Contact Center Manager Server monitors and reports on activity at the ports.
A softphone application, built using Communication Control Toolkit (CCT), and Contact Center Manager Server can share agent positions. The Contact Center Manager Server routes calls to and reports activity at the agent positions while the softphone implements the agent capability.
A voice recorder and Contact Center Manager Server can share an agent position. The Contact Center Manager Server monitors agent activity and call routing at the position while the voice recorder uses the activity to trigger recording.
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System requirements A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a CS 2x00/DMS switch. See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest hardware and software designed especially for the Windows Server 2003 family. See the hardware manufacturer’s Web site to ensure that the operating system is supported. The minimum server requirements are as follows:
Intel Xeon 3GHz
Microsoft Windows 2003
512 MB RAM
18 GB storage
a security iButton (dongle) and keycode
a port (USB, parallel, or serial) for iButton adapter
one network interface card (NIC) If LinkPlexer is co-resident with Communication Control Toolkit, two NICs are required.
If you are using X.25 (CompuCALL), the following requirements are necessary:
two communication ports (only one is required for ICM)
an Eicon card
a pair of Motorola V.3600 modems
LinkPlexer 6.0 is supported on Windows Server 2003 operating system with the service pack number indicated in the readme file. LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing hardware components.
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TCP/IP requirements To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations To install LinkPlexer 6.0, you must have administrator rights on the local server. The minimum switch requirements are:
MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:
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pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply
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Network architecture The following diagram shows the general architecture of LinkPlexer 6.0.
The following diagram shows LinkPlexer 6.0, co-resident with Communication Control Toolkit.
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Features This section describes the main features of LinkPlexer 6.0.
DN association sharing Both CompuCALL and Intelligent Call Management (ICM) limit the association of resources to a single session. Two host applications with simultaneous CompuCALL/ICM application sessions established with a given switch cannot have the same resource associated with the two sessions at the same time. LinkPlexer 6.0 overcomes this limitation by propagating all resource messages from the Communication Server 2x00/DMS to all clients. For example, a dv-call-offered message from the Communication Server 2x00/ DMS is propagated to all applications and not just the client that originally issued the dv-dn-association request.
ICM application multiplexing The Communication Server 2x00/DMS lets a resource be associated with only one link session with the switch. LinkPlexer 6.0 enables ICM applications to share, through TCP/IP, the same session and Communication Server 2x00/DMS resources, and manages messages to and from the switch.
Connectivity of ICM client to CompuCALL LinkPlexer 6.0 supports a single connection to the Communication Server 2x00/ DMS switch, either Ethernet TCP/IP or X.25. ICM-only applications can access CompuCALL equipped systems through this connection. LinkPlexer relays messages to the X.25/ICM link on the switch.
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Messaging LinkPlexer 6.0 tracks each message from an application to the Communication Server 2x00/DMS. The initial response message is sent only to the sending application. Event or unconfirmed type messages are broadcast to all connected applications. An application communicating with LinkPlexer 6.0 operates exactly as if it were connected directly to the Communication Server 2x00/DMS.
DN association management LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated with each application (such as Contact Center Manager Server or Communication Control Toolkit). This ensures that DNs and agent position IDs associated with a particular agent/client connection are not disassociated by a dv-Dn-Associate (delete) message being received from another application. LinkPlexer 6.0 only forwards dv-DN-Associate (add) messages to the Communication Server 2x00/DMS when the DN/agent position ID is not currently associated by LinkPlexer. If it is already associated, LinkPlexer simply sends a RETURN-RESULT message back to the requesting application. LinkPlexer 6.0 only forwards dv-DN-Associate (delete) messages to the Communication Server 2x00/DMS when the requesting application is the last application referencing the DN/agent position ID. If another application is currently referencing the DN/ agent position ID, a RETURN-RESULT message is sent back to the requesting agent/client without forwarding the message to the Communication Server 2x00/DMS. When the last application disconnects, LinkPlexer 6.0 drops and reestablishes the connection to the Communication Server 2x00/DMS. This guarantees synchronization between the device list maintained by LinkPlexer 6.0 and the devices acquired on the Communication Server 2x00/DMS link. The following conditions apply:
The Communication Server 2x00/DMS resources must be configured to ensure uniqueness between DNs and agent positions IDs. The operation of DN association management is not guaranteed for those DN and agent positions that are not unique.
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The define operation of the dv-DN-Association is not supported. Where the define operation is used, LinkPlexer 6.0 does not guarantee DN association management. Neither Contact Center Manager Server nor Communication Control Toolkit use the define operation.
The management of CDN state (DEFAULT, CONTROLLED, REVERT TO DEFAULT) is outside the scope of DN association management. All dv-setCDN-state messages are passed to the Communication Server 2x00/DMS without being processed. Therefore, LinkPlexer 6.0 can permit an application to take control of a CDN that is controlled by another application.
Session management Session management is carried out by LinkPlexer 6.0 and operates as follows:
On service startup, LinkPlexer establishes a connection with the switch and starts a logon session by sending a dv-Appl-Logon message.
When the last application disconnects from LinkPlexer 6.0, the link between LinkPlexer 6.0 and the Communication Server 2x00/DMS is also disconnected. After a short period (less than 10 seconds), LinkPlexer 6.0 reestablishes the connection to the switch and restarts the logon session by sending a dv-Appl-Logon message.
Client connection management LinkPlexer 6.0 manages all application connections. An application connection is any successful socket connection to LinkPlexer 6.0. Each connection uses one LinkPlexer 6.0 license. The number of application connections is limited, by the keycode, to 150. LinkPlexer 6.0 maintains the integrity of the connection between the LinkPlexer 6.0 server and each connected application. This lets LinkPlexer 6.0 free the license when an application disconnects.
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Generation of dv-Set-Offhook-U on behalf of a softphone With LinkPlexer 6.0, multiple applications can monitor and control devices on a single link. With a direct connection to the Communication Server 2x00/DMS (no LinkPlexer 6.0), the application always has knowledge of the operations being performed on a device because the application is responsible for instructing the Communication Server 2x00/DMS to perform the operation. With LinkPlexer 6.0, an application can initiate an operation on a device that negatively impacts another application on the link. While this is a rare scenario, the situation can occur when using a Communication Control Toolkit-enabled softphone. When a physical phoneset is used to make the outbound call, the Communication Server 2x00/DMS sends a dv-set-offhook-U message at the time the physical phone goes off-hook. However, when Communication Control Toolkit is used to make the outbound call, the dv-set-offhook-U message is not generated. Contact Center Manager Server uses the off-hook message to update the realtime display. The lack of data on the real-time display means that contact center supervisors have insufficient information about an agent to differentiate between agents who are Not Ready and agents who are on outbound calls. LinkPlexer 6.0 generates a dv-set-offhook-U message when it receives a RETURN-RESULT reply from the dv-make-call request. The message is sent to all connected applications. For more information, see the Nortel LinkPlexer Installation and Configuration Guide.
Benefits The main benefits of LinkPlexer 6.0 are:
Migration—LinkPlexer 6.0 facilitates the introduction of Nortel applications (such as Contact Center Manager Server) into existing customer CompuCALL or ICM-based networks without the need to displace the existing applications.
Connectivity—LinkPlexer 6.0 provides conversion of ICM to X.25 and vice versa, allowing ICM-only applications to be used with existing CompuCALL links.
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Compatibility—LinkPlexer performs no protocol conversion. Applications conforming to the NIS Q218 CompuCALL/Meridian SCAI Interface Specification can work in a LinkPlexer integrated environment.
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Considerations and limitations This section describes supported co-residency configurations involving LinkPlexer. In a co-resident configuration with LinkPlexer and Contact Center Manager Server, there is no order of installation dependency. For example, LinkPlexer can be installed before or after the Contact Center Manager Server installation. Note that LinkPlexer has a separate folder on the installation DVD.
Co-residency The following table illustrates the co-resident support of LinkPlexer 6.0 and Contact Center Manager Server. For more information, see the Nortel LinkPlexer Installation and Configuration Guide. Windows NT
Windows 2000
Windows 2003
SCCS 5.0
No
No
Yes
LinkPlexer 1.2
Yes
Yes
No
CCMS 6.0
No
No
Yes
LinkPlexer 6.0
No
Yes
Yes
Windows 2000 is supported for existing customers only. LinkPlexer 6.0 does not require a Windows 2003 service pack. However, Nortel recommends that you install Service Pack 1 and all hot fixes to ensure full security of the server.
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The following table shows co-residency support for LinkPlexer 6.0 and other Nortel applications. LinkPlexer 1.2
LinkPlexer 6.0
SCCS 5.0
Yes
Yes
CCMS 6.0
No
Yes
Contact Center Standby Server
No
No
ICM TAPI Driver 1.1
Yes
Yes
CCT 6.0
No
No
PERI ICM 2.1
No
No
Symposium Agent 2.3
No
No
LinkPlexer 6.0 does operate with PERI ICM 2.04 and Symposium Agent 2.3, but cannot be co-resident with either. Nortel recommends that you install LinkPlexer 6.0 on a separate server for the following reasons:
Reliability—You can make changes to co-resident applications without affecting the status of their link to the switch. This lets contact center activity continue for other applications in the solution.
Troubleshooting—Diagnosis of issues is limited to LinkPlexer. Other applications conflicting with the operations of LinkPlexer software do not have to be eliminated.
For pertinent startup information, see the Nortel LinkPlexer Installation and Configuration Guide. ATTENTION
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LinkPlexer 6.0 and LinkPlexer 1.2 can co-reside; however, there is no advantage to such a configuration. Nortel recommends that you install LinkPlexer 6.0 only and uninstall any previous versions.
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Application considerations Applications connected to LinkPlexer 6.0 must cooperate in controlling common resources:
A race condition can result if two applications attempt to change the state of the same device at the same time.
One application should control the device, others should only monitor events at the device. This is particularly applicable to controlling CDNs. Only one application should attempt to control an individual CDN.
The applications must also be tolerant of receiving events related to resources with which the application is not previously associated for the following reasons:
The impact of receiving these unexpected events is determined through testing the application in a LinkPlexer 6.0 environment.
Applications can still get events on devices they have disassociated.
Applications receive messages about resources that other applications are monitoring.
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Limitations LinkPlexer 6.0 has the following known limitations:
X.25 bandwidth Enhanced Multi-Protocol Controller (EMPC) interface limited to 19,200 bps This is actually a Communication Server 2x00/DMS limitation, rather than a LinkPlexer limitation.
512 invoke IDs invoke IDs are shared between applications LinkPlexer supports a maximum of 512 invoke IDs in either direction LinkPlexer can run out of invoke IDs if switch latency is long This is actually a Communication Server 2x00/DMS limitation, rather than a LinkPlexer limitation.
Remote Alarm Monitoring is not supported
Engineering guidelines Nortel does not recommend connecting more than 10 applications to LinkPlexer 6.0.
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Application Continuity Test Contact Center Manager Server and LinkPlexer applications both support an application invoked continuity test. This is sent by Contact Center Manager Server or LinkPlexer applications to the switch and the switch responds. This continuity test is initiated from the opposite direction of a switch invoked continuity test, but performs the same function from the perspective of the application. In the case of a Contact Center Manager Server to Communication Server 2x00/DMS switch, the continuity test interval is 60 seconds. In the case of LinkPlexer to the switch, you can configure the interval. The default is 600 seconds. It is not mandatory to have both a switch continuity test and an application continuity test running.
Switch continuity test configuration with X.25 The SCAICOMS table indicates what links are waiting for a call request and who the link is expecting the call request from. Nortel recommends that you configure the continuity audit interval (AUDINTVL) to ensure that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS LAB8MPC1 X25 (MPC (0 3 111111111 0 0 0 0 SVC) $)$ MN CR N (ENHASSOC 100) (CONTAUD Y 15 5 10 N)$
Switch continuity test configuration with TCP/IP The SCAICOMS table defines a linkset for use by a switch computer application interface (SCAI) group. This table sets the type and address of the host application.
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Most of Contact Center sites use the TCP host type. The IP address in this table must match the IP address of the host application. If it does not, the switch does not allow logon. With the Enhanced Association (ENHASSOC) feature, a maximum of 100 CDNs can be acquired on this link and associated with a particular ACD group or DN. Nortel recommends that you configure the continuity audit interval (AUDINTVL) so that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS NORTEL TCP 47 104 99 88 N (ENHASSOC 100) (CONTAUD Y 15 5 10 N) $
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X.25 versus TCP/IP The interface provided with the Communication Server 2x00/DMS switch determines whether you use X.25 or TCP/IP. The solution preference is to use TCP/IP rather than X.25 for performance and other reasons.
Linkplexer X.25 modem support Nortel recommends you use the X.25 modems as part of a Contact Center 6.0 Communication Server 2x00/DMS solution. The minimum requirements for the modem are:
Synchronous data support
Compliance with the connectivity requirements for the Communication Server 2x00/DMS switch
Minimum data rate of 19,200 baud is recommended Data rates of 9,600, 19,200 and 48,00 baud are supported Data rates of 14,400 and 36,000 baud are not supported
Nortel recommends the following modems for typical X.25-based application environments:
Motorola V3600
GDC VF28.8
Specific configuration parameters for the recommended modems are included in the LinkPlexer 6.0 Installation and Configuration Guide. You can use an alternate modem if it meets the minimum requirements. If you cannot achieve satisfactory performance with an alternate modem, Nortel can advise you on reverting to one of the recommended options.
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Modem configuration notes The LinkPlexer 6.0 Installation and Configuration Guide. incorporates detailed information on configuration of Communication Server 2x00, Eicon card with LinkPlexer, and modems. It is important that configuration parameters match across the overall configuration. Data rate of 19,200 baud is the only recommended rate since it is considered optimum with respect to speed, delay, and link messaging throughput.
Connectivity requirements for Communication Server 2x00/ DMS The CompuCALL application utilizes the EMPC card (resident on IOC) to support X.25 data links. With direct connections, the EMPC transmits CompuCALL data through a synchronous modem, and then through a loop to the customer premise. Link speeds of 9.6, 19.2, and 64 Kbps are supported. Also, CompuCALL works over an X.25 packet network. In this configuration, you must analyze the performance requirement to ensure that adequate throughput and acceptable delays are provided for CompuCALL messages. For modem interface specifications, see the equipment vendor documentation.
Meridian cabinet cabling restrictions (X.25/V.35) When providing for MERIDIAN SCAI on Meridian Cabinets, X.25 is the interface available for engineering the link from the DIO in the MCEX cabinet to a modem card in the MCGM cabinet. Bulkhead and wiring restrictions between the two cabinets (MCEX/MCGM) exclude the use of V.35 in this configuration. The NT1X89 EMPC CP is located in the MCEX DIO. A cabling interface connects the EMPC to a rack mounted modem in the MCGM cabinet. A tip and ring cable link the modem in the MCGM to MDF cross connect point for customer modem or device.
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If a V.35 interface is required, the EMPC must interface a standalone modem. The modem must be powered from an AC power outlet through an isolation power inverter
Supported configurations for X.25 X.25 supports two configurations:
A direct connection using a modem eliminator (or null modem) for distances of 50 feet or less.
A normal modem connection for distances greater than 50 feet. The following figure shows the X.25 connection configuration to LinkPlexer 6.0.
The supported modem is the Motorola V.3600 modem. For further information about specifications and configuration, see the V.3600 modem user guide, located at http:// www.arcelect.com (you can also use http://www.motorola.com for reference). For more information and procedures for the following, see the Nortel LinkPlexer Installation and Configuration Guide:
Configuring an X.25 connection
Configuring a TCP/IP connection
Installing the Eicon X.25 card
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Capacity engineering These tables list the capacity engineering limits for ICM (IP) and X.25.
ICM (IP) Capacity Engineering The following table lists the ICM (IP) capacity engineering limits. ICM Engineering limits
Recommended GA limits
Active agents
CPH (calls per hour)
Active agents
CPH
3000 See Note 1 and 2
60,000 See Note 2
3350
55,000
4500 See Note 1 and 3
90,000 See Note 3
Note 1: #ICM _agents = ICM_BHCAs * (#agents_CAs per CA)/(# BH agent_CAs per agent) where #agents_CAs per CA = 1 and BH agent_CAs per agent = 20 Note 2: This assumes 10 percent AUXCPU and call model of Simple Screen Pops without Redirects. Note 3: This assumes 15 percent AUXCPU and call model of Simple Screen Pops wihtout Redirects. Note 4: Based on current maximum load tests on the Communication Server 1000 platform.
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X.25 Capacity Engineering The following table lists the X.25 capacity engineering limits. CompuCALL engineering limits Recommended GA limits See Notes 1 and 2 See Note 3
X.25 baud rate (bps)
Active agents
CPH
Active agents
CPH
19200 See Note 1
1300
46,000
800
14,00
Note 1: Nortel recommends 19,200 bps. This is considered optimum with respect to speed, delay, and link messaging throughput. Note 2: Each X.25 link is engineered at 0.4 Erlang. Note 3: There is an existing reference site at ~ 800 agents/16,000 CPH.
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part 2 Server and operating system requirements
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Third-party software requirements
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Technical support
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Overview All requirements in this section of the document are applicable to the full list of Contact Center applications:
Contact Center Manager Server
Contact Center Manager Network Control Center
Contact Center Manager Administration
Contact Center Manager Standby Server
Contact Center Multimedia
Contact Center Outbound
Communication Control Toolkit
Contact Center Manager LinkPlexer
Contact Center co-resident configurations
The term Contact Center applications is used to refer collectively to all the applications in the previous list. The term Contact Center application is used to refer generically to any item in the previous list. Media Application Server (MAS) is not platform vendor independent. Contact Center applications can be installed on servers that: 1.
meet the minimum hardware specifications outlined in this document
2.
are included on Microsoft's Compatibility List for Windows 2003 at www.microsoft.com
3.
meet the operating system and third-party software guidelines outlined in this document
4.
meet any other guidelines specified in this document
The content of this part in the Nortel Contact Center Manager Planning and Engineering Guide is identical to the content of the Nortel Contact Center Server and Operating System Requirements Guide. This separate guide is created for easy reference when determining contact center requirements.
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General requirements
Server naming requirements Server names must adhere to RFC 1123 (Requirements for Internet Hosts) which specifies that a host name must adhere to the following:
Only characters a - z, A - Z, 1 - 9 can be used in a host name
The underscore character (_) and dot character (.) cannot be used
Spaces and hyphens in the host name are not supported
Host names must be 6 to 15 characters in length
Fully qualified domain names must not exceed 255 characters.
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Third-party software requirements Due to the mission-critical, real-time processing performed by Contact Center applications you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in this section. Application class software generally requires a certain amount of system resources and must not be installed on any server running Contact Center applications. The installation of third-party applications may cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on). Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center applications and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the generic guidelines listed in the following section. Depending on the Contact Center application type, there can also be additional antivirus software guidelines in this document.
Generic Guidelines for utility-class software applications The following are generic guidelines for utility-class software:
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During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (see each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows Operating system.
The utility must not cause any improper software shutdowns or out-ofsequence shutdowns.
The utility must not administer the Contact Center application.
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If the utility has its own database, it must not impact the Contact Center application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) used to reclaim memory that is unused by Microsoft must not be used.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center application (for example, it must not cause DLL conflicts). If such conflicts are discovered, a rebuild of the server may be necessary.
The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to putting the Contact Center application into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end-user may be asked to remove third-party software.
Additional guidelines for use of antivirus software Nortel acknowledges that user’s security policies may require the installation of antivirus software on the application server. Nortel selected a representative sample of antivirus software packages and has a policy of performing validation of these products to ensure co-residency with our server application products. The current suite of antivirus products Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust antivirus software
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The following are generic guidelines for the use of antivirus software:
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During SU (service update) installation on both the client and server disable all antivirus functionality (for example, firewalls, [passive] scanning, auto updates, and so on) and do not start antivirus functionality until the entire Contact Center application installation procedure is complete. Re-enable antivirus functionality afterwards, as required.
Infected file quarantine policy on the server and client: antivirus software can be configured to clean up the detected virus automatically and files must be quarantined if a infected files cannot be cleaned. Contact Nortel to verify wether the quarantine file is part of our product files or dependent system file. If a virus is detected, remove the server from the network immediately during virus eradication to prevent further virus propagation.
Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application service updates (SU). This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an additional load on a Contact Center application platform. It is the implementation personnel's responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the platform average CPU utilization to exceed the recommended percentage for longer than 20 minutes, the antivirus software must not be loaded onto the Contact Center application platform.
Nortel does not provide support on the configuration of antivirus software, but offers guidance where possible. Direct questions or problems on antivirus software to the appropriate vendor.
If performance or functionality issues are raised to Nortel support personnel as part of the fault diagnosis process, you may be asked to remove thirdparty utility software or antivirus software. Contact Center Manager
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Operating system updates Operating system updates includes service updates and service packs.
Service updates Given the number of operating system security service updates and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying service updates. 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 service updates into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities and that you promptly install any security service updates issued by Microsoft. Whenever possible, Nortel incorporates the latest operating system security recommendations and service updates in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security service updates when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security service update rollback processes that may be in place. Finally, you must make a full system backup before updating the system to ensure that a rollback is possible, if required. If a Contact Center application does not function properly after you apply a Microsoft security service update, you must remove the service update and revert to the previous version of the application (from the backup you made before applying the service update). For added security, always check to see if Nortel verified the Microsoft service update for its compatibility with Contact Center Manager. Planning and Engineering Guide
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For more information about updating, see Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Compatibility List on Nortel (www.nortel.com).
Service packs Nortel has a policy is to implement co-residency testing of all new Operating Service Packs for compatibility with our suite of Contact Center applications as soon as they are available. In practice, because a service pack may contain a significant amount of new content, Nortel requires that customers wait until compatibility testing is complete before the you apply the service pack. Note that operating system service packs are typically tested with the latest Contact Center application SU and, therefore, an upgrade to a new service pack necessitates an upgrade to the latest Nortel SU. Before uploading a new service pack it is imperative that a full system backup is completed (for system rollback as in the updating scenario). ATTENTION
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Service pack compatibility for all Contact Center applications is documented in Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List on the Nortel Web site at www.nortel.com.
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Hardware requirements The following sections describe the hardware requirements for all servers.
RAID (Redundant Array of Disks) Nortel strongly recommends that all Servers contain a RAID-1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. RAID 1 is the solution highly recommended by Nortel for extra flexibility in providing technical support. Software-RAID (as offered by Microsoft) is not supported.
Uninterruptible Power Supply The use of an Uninterruptible Power Supply (UPS) with a server is permitted. A UPS provides the following benefits:
Reduction in data loss—A UPS shuts down the server gracefully if an interruption in AC power occurs. A graceful shutdown prevents data corruption and reduces the risk of data loss.
Reduction in power dips and spikes—The UPS regulates AC power supplied to the server.
Data backups that are running at the time of shutdown are unusable. UPS requirements
Provides at least 10 minutes of power to stop all services and shut down the server.
Fits physically within the workplace.
Impacts environment minimally.
Applies power to the server when line voltage reaches a stable state.
Recharges before powering up the server if the server is down for a long time.
Is compatible with the operating system running on the server.
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Meets all local regulatory requirements. For the European market, the UPS must generate a pure sine wave AC waveform.
Has hot-swappable batteries. Replacement or capacity upgrades of the batteries must not interrupt service.
Connects to the server through a serial port (not COM1 or COM2) on the server platform or through a network card, depending on the implementation.
Does not affect the Contact Center application software. UPS software must not replace software or drivers installed on the server with different versions. Install only the basic software functions necessary for UPS operation. Do not install advanced features as they can impact the Contact Center application software.
If you install Smart UPS software on the server, it must conform to the guidelines listed in this document for third-party utilities. The documentation, testing, and support of server shutdown and startup with UPS software must be carried out by the provider of the UPS solution.
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Technical support All hardware diagnostics are the responsibility of the hardware vendor. Check with the manufacturer instructions and recommendations before you perform any hardware-related procedure. It is the distributor or end user's responsibility to verify the selected server. This verification includes the following before you install and configure a Contact Center application:
ensure the Platform Vendor Independent system conforms to specifications as listed in this guide
install the operating system
ensuring it is functional—for example, the server starts up correctly, can connect to the network, and so on
The distributor or end user must make an effort to rule out hardware faults before escalating issues into Nortel. During problem diagnosis, Nortel GNTS may ask for test reports carried out on Platform Vendor Independent hardware, or it may be necessary to request the removal of certain software utilities if it is deemed necessary as part of the investigation process. Nortel provides support for the installation and configuration of a Contact Center application and answers questions about the configuration of the operating system and pcAnywhere. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Contact Center Manager Server In this chapter Hardware requirements
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Operating system requirements
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Third-party software requirements
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Hardware requirements Contact Center Manager Server release 6.0 offers significant new functionality to consider when choosing a platform to run the Contact Center Manager Server application software. In particular, some of the new features include:
License Manager—Provides the central administration and control of all 6.0 keycoded features across Contact Center Manager Server, Contact Center Multimedia, and Communication Control Toolkit components.
Universal Networking—Provides networking of calls between different switch types
Open Queue—Primary usage is to enable multimedia contact center in conjunction with the Contact Center Multimedia component. If you are installing Contact Center Multimedia, you must enable Open Queue.
The following specifications provide guidelines regarding platform types and the level of functionality supported. These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Coresidency.” Use the Contact Center 6.0 CapTool (Capacity Tool) to determine the platform size required for a contact center configuration. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only). Hardware item See Note 1.
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.
Size: < 600 agents, <12,000 calls per hour (CPH) License Manager: Yes
Open Queue: No
Universal Networking: No
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Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
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Hardware item See Note 1.
CPU
Standard 11.12
Supported minimum
Recommended minimum
Intel-based CPU, Dual Xeon 2 GHz
Intel-based CPU, Dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk partitioning
See “Disk partitioning requirements” on page 224 for this information.
Hard disk type SCSI or SATA
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SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
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Hardware item See Note 1.
Contact Center Manager Server
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
DVD ROM
one DVD ROM drive one DVD ROM drive
Additional information
Drive letter must be E.
Minimum speed is 4X.
Serial port See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.
one network interface card
ELAN subnet must be 10/ 100 Mb/s Ethernet.
(Network Control Center only requires one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
for legacy isolated ELAN subnet, two network interface cards required
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity
Only Ethernet supported. Token Ring ring not supported.
(Network Control Center only requires one network interface card) Video card
one video card and monitor
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800 x 600 pixels minimum resolution
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Hardware item See Note 1.
Supported minimum
Recommended minimum
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
CPU use For optimal performance, average CPU use must not exceed 50 percent over an interval of 15 minutes.
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RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Additional requirements for Contact Center Manager Server Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is supported on Contact Center Manager Server. You can implement RAID 5 with Contact Center Manager Server; however, RAID 1 is the solution highly recommended by Nortel because the RAID 1 provides maintenance personnel with extra flexibility in providing technical support. Other RAID levels are not supported. Any RAID-specific issues must be addressed by the RAID vendor.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document.
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Disk partitioning requirements The following table provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum and recommended partition sizes are provided. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
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Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
It is possible to locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. However, you may want to keep the database and the Contact Center Manager Server application on different hard disks as it is possible to upgrade each of these components separately.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes
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Operating system requirements The following table provides the operating system compatibility for Contact Center Manager Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
Japanese
Traditional Chinese
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
See Note 2
Windows 2000 Server Datacenter
Not supported
Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Operating system installation and configuration Contact Center Manager Server runs on the Windows Components installed by default in Windows Server 2003 as a standalone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. Installation enables you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must not be installed. If it is installed, it degrades the server's performance. This service is installed by default, so you must remove it while installing or configuring the operating system.
When Contact Center Manager Server is used in a Communication Server 1000/Meridian 1 environment, you must disable all time synchronization features of the operating system to avoid potential call processing outages. See “Configuring the server for daylight savings” on page 227.
Do not install additional services on your server that are not installed by default or covered in this document. See the Contact Center 6.0 Security Guide for detailed guidelines about operating system configuration, available on the Partner Information Center Web site (www.nortel.com/pic).
Configuring the server for daylight savings When Contact Center Manager Server is used in the Communication Server 1000/Meridian 1 environment you must disable all time synchronization features on the operating system to avoid potential call processing outages. Note: Do not apply the steps if you are using Contact Center Manager Server in the Communication Server 2X00/DMS environment or when you are using a Network Control Center server. If you are using a Communication Server 1000/Meridian 1 switch, you must perform the following steps:
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1
Standard 11.12
Click Start > Control Panel > Date and Time. Note: When you select the Internet Time tab in the Date and Time Properties dialog box and click OK without making changes, it sets the startup type of the Windows Time service to Automatic.
2
Click the Time Zone tab.
3
Clear the Automatically adjust clock for daylight saving changes check box.
4
Click the Internet Time tab.
5
Clear the Automatically synchronize with an Internet time server check box. Note: If you perform step 2 after step 4, you will set the startup type of the Windows Time service to Automatic.
6
Click OK.
Disabling the Windows Time service If you are using a CS 1000/DMS switch, also disable the Windows Time service to stop it from running and then attempting to synchronize the CCMS server with a time source. 1
Click Start > Administrative Tools > Services.
2
In the right pane, double-click Windows Tree.
3
On the General tab, in the Service Status area, click Stop.
4
From the Startup type list, select Disabled.
5
Click Apply to save your changes.
6
Click OK.
7
Close the Services window.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Contact Center Manager
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Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements The following sections describe the third-party software requirements for Contact Center Manager Server.
Third-party backup software There are two types of backup on Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for information about procedures that you must complete before you perform a full backup. If you use a third-party backup utility, it must comply with the general third-party software guidelines specified in “Thirdparty software requirements” on page 208. All Contact Center Manager Server services, including the Sybase database SQL server, must be shut down before you perform a full backup. Even though some third-party backup utilities can provide an online backup of all files, including the Sybase database, Contact Center Manager Server does not support an online backup from these third-party backup utilities. You must use the utility included with Contact Center Manager Server to perform all other database backups due to proprietary functions called upon during the backup routine. See the Contact Center Manager Server Installation and Maintenance Guide. Nortel recommends performing a daily database backup.
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Antivirus software Several maintenance tasks are automatically activated on Contact Center Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at an off-midnight time. Similarly, active virus scans must be disabled when you perform diagnostic traces or logs on the server. For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\logs
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
Simple Network Management Protocol (SNMP) alerting on virus confirmation Nortel does not recommend that you activate this feature.
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pcAnywhere Nortel requires that pcAnywhere be installed on the Contact Center Manager Server to provide remote support. A version of pcAnywhere host-only software is shipped with Contact Center Manager Server. Compatibility of pcAnywhere versions and the Contact Center Manager Server release are provided in the following table. pcAnywhere hostonly version
Symposium Call Center Server/ Contact Center Manager Server
pcAnywhere client compatibility
10.5
Symposium Call Center Server 4.2
11, 10.x, 9.x, 8.x
11.01
Symposium Call Center Server 5.0
11.01, 10.x, 9.x,
11.5
Contact Center Manager Server 6.0 11.x Nortel does not supply the pcAnywhere client with its host-only version of pcAnywhere. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Platform compliance check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the Server Application DVD containing the Contact Center Manager Server software. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
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Chapter 10
Contact Center Manager Administration In this chapter Server hardware requirements
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Client hardware requirements
242
Disk partitioning requirements
241
Operating system requirements
245
Third-party software requirements
249
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250
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Server hardware requirements The following tables provides the minimum supported hardware requirements for Contact Center Manager Administration and for the associate client machine. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Co-residency.”
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The following table lists the hardware requirements for the Contact Center Manager Administration server (standalone configuration only). Hardware item See Note 1.
CPU
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), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: 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
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Hardware item See Note 1.
Supported minimum
Standard 11.12
Recommended minimum
Hard disk type SCSI, SATA or IDE SCSI or SATA
Additional information
At this time, a SAN (Storage Area Network) configuration is not supported.
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
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
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
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If a floppy disk drive is installed, it must be A.
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
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Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
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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:
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Windows Server 2003 operating system (with a virtual memory of 512 MB x 1.5), including operating system service updates, 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 to less than 20 GB.)
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Disk partitioning requirements There are no specific guidelines or restrictions regarding the number or size of the disk partitions for Contact Center Manager Administration server. Each Contact Center must decide upon its own capacity requirements depending on how the software components are installed. 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. Note the following guidelines for disk partitioning based on disk size requirements:
The minimum hard disk space requirement of 20 GB can be explained as follows. These are approximate figures and vary from contact center to contact center: Windows Server 2003 operating system (with a virtual memory of 512 MB x 1.5), including operating system service updates, 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 to less than 20 GB.)
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Client hardware requirements The following table lists the hardware requirements for Contact Center Manager Administration client. See Notes following table. Hardware item
Supported minimum
Recommended minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Operating System requirements
Windows XP, Windows 2000 professional, and Windows Vista, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
Windows XP, Windows 2000 professional and Windows Vista, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
RAM
128 MB
256 MB
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Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
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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)
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If a floppy drive is installed, it must be letter A.
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This specification is applicable to the Supervisor Client machine but can also be applied to computers that run Agent Desktop displays.
CPU use For optimal performance, average CPU use on both the Contact Center Manager Administration server and the client must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Operating system requirements Server operating system The following tables lists the operating system requirements for Contact Center Manager Administration server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
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.
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
French
German
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: Language packs for Contact Center Manager Administration for French, German, Japanese, and Traditional Chinese are currently available on the DVD.
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Application server operating system installation and configuration Contact Center Manager Administration runs on the Windows Components installed by default in Windows Server 2003, with the following exceptions:
Windows Server 2003 Microsoft Windows Server 2003 with Internet Information Services (IIS) Simple Network Management Protocol (SNMP) Sybase Open Client v.12.5 (required for the Historical Reporting and Contact Center Manager components—supplied by Nortel) The Web client application does not flag event log alarms as SNMP traps. However, you can configure the server to send SNMP traps at an operating system level. The SNMP service is not installed by default, so if it is required, select it while installing or configuring the operating system.
Recommended for diagnostics Nortel recommends the following programs for diagnostics:
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Microsoft Internet Explorer 6.0 or later
Windows 2003 ADSI Edit
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Client operating system The following tables lists the operating system requirements for Contact Center Manager Administration client.
Operating system
Windows 2000 Professional
International versions supported See Note 1.
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Windows Vista Business
English
Windows Vista Enterprise
English
Windows 2003 Standard Edition
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Windows XP Professional
Windows 2003 Enterprise Edition
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Minimum service pack
SP4
SP2
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
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Note 1: The client operating system must be of the same language family as the Contact Center Manager Administration server.
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 later
Microsoft Excel 2000 Service Release 1a or later (for configuration component only)
SOAP Client 3.0 (included on the installation CD)
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements The following sections describe the third-party software requirements for the Contact Center Manager Administration server.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere Nortel requires you to install pcAnywhere on the server to provide Contact Center Manager Administration support through a dial-up modem. Contact Center Manager Administration supports pcAnywhere version 11.5 Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Platform compliance check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the product DVD. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. Note: Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
Contact Center Manager Administration install During the installation of the application server, Platform Compliance Check utility checks for the following software:
Windows Server 2003
IIS with SMTP
Microsoft Active Directory Application Mode (ADAM)
Sybase Open Client v12.5 (required only for Historical Reporting)
Agent Desktop Display During the installation of Agent Desktop Display, Platform Compliance Check utility checks for AP 3.0
Contact Center Manager client At the login screen, Platform Compliance Check utility checks for the following software:
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Internet Explorer 6.0 or later
True dbGrid Pro (Clients using scripting)
SOAP 3.0 Contact Center Manager
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Chapter 11
Contact Center Multimedia— Outbound, E-mail and Web communications In this chapter Server hardware requirements
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Client hardware requirements
262
Disk partitioning requirements
266
Operating system requirements
268
Third-party software requirements
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Server hardware requirements Contact Center Multimedia server acts as the server platform for Outbound, email, and Web communications media types. This server is deployed in addition to the Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit requirements. You must install the Windows Server 2003 Language Pack to read some e-mail attachments. For detailed instructions, see the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia software runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. This server runs Microsoft Windows Server 2003 Software Standard Edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported.
.
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After you install the Contact Center Multimedia/Outbound components, you must change to the US English locale to run Contact Center Multimedia on Windows 2003 Server Enterprise Edition or Windows 2003 Server Standard Edition. For information about changing the locale in Windows 2003 Server, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide.
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ATTENTION
Contact Center Multimedia—Outbound, E-mail and Web communications
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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The following table lists the hardware requirements for the Contact Center Multimedia server. Hardware item See Note 1.
Supported minimum
Recommended minimum
Additional information
Configuration For example, Lab Configuration 1: Systems, Training < 200 facilities, and so on. multi-media agents
< 1200 contacts per hour
< 100 KB average attachment size
Configuration 2:
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< 600 multi-media agents
< 2500 contacts per hour
< 100 KB average attachment size
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Hardware item See Note 1.
CPU
Contact Center Multimedia—Outbound, E-mail and Web communications
Supported minimum
Recommended minimum
Intel-based CPU (Xeon or Pentium IV), 2 GHz.
Configuration 1:
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Pentium IV D: TBD
Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Intel-based CPU, Xeon 2.8 GHz Configuration 2: Intel-based CPU, Dual Xeon 2.8 GHz
RAM
2 GB
Planning and Engineering Guide
2 GB
To ensure adequate cache can be provided for the Database, a minimum of 2 GB of RAM is required for the Portal Server in a live traffic environment.
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Hardware item See Note 1.
Supported minimum
Hard disk space
20 GB of physical disk space
Recommended minimum
Recommend 40 GB of logical disk space (80 GB of physical disk space with RAID-1)
20 GB or greater of logical disk space for Operating system, Contact Center Multimedia application software, and attachment storage.
Hard disk drives
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one physical drive
Standard 11.12
Additional information
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Partition drives according to the requirements in this document.
20 GB or greater of logical disk space for database.
Two separate physical drives: one for the operating system, Contact Center Multimedia application, database software, and attachments, and the second physical drive for the database partition.
Separate physical disks provide reliable and easy recovery in case of disk failure. A RAID-1 implementation covers this requirement.
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Hardware item See Note 1.
Hard disk partitioning
Contact Center Multimedia—Outbound, E-mail and Web communications
Supported minimum
Recommended minimum
See “Disk partitioning requirements” on page 266 for this information.
Hard disk type IDE, SCSI or SATA SCSI or SATA
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD-ROM drive or access to a network-based DVD drive
one DVD-ROM drive or access to a network-based DVD drive
one serial port (for modem access)
one serial port (for modem access)
Serial ports
Additional information
A SAN (Storage Area Network) configuration is not supported.
If a floppy drive is installed, it must be A.
Recommended drive letter is E.
Minimum speed is 4x.
Additional serial ports are required if you want to use a serial UPS. See Note 2.
Parallel port
Not required
Not required
Network interface
one network one network The Nortel server subnet interface card (Nortel interface card (Nortel facing network interface server subnet) server subnet) card must be 100 Mb/s Ethernet. The Contact Center Multimedia server MUST be on the same Nortel server subnet as the Contact Center Manager Server.
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Hardware item See Note 1.
Standard 11.12
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
Backup system for database backup can be either tape drive or networked share
Backup system for database backup can be either tape drive or networked share
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
Standby server The Contact Center Multimedia server has a warm standby server, or Standby server, used for shadowing the Caché database and providing a quick recovery if the primary server fails.
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The Contact Center Multimedia database for the Standby server must be installed on the same drive letter as on the Primary server. The Standby server receives Contact Center Multimedia database updates asynchronously so it does not affect the performance on the Primary server. The Standby server is an optional licensed component that shadows the Contact Center Multimedia database. The hardware, disk partitioning, software, and port usage requirements are the same for the Standby server as for the Contact Center Multimedia/Outbound server. The requirements for the Contact Center Multimedia Standby server are the same as the Contact Center Multimedia server.
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Client hardware requirements Contact Center Agent Desktop and Outbound Campaign Management Tool are clients for the Contact Center Multimedia server. Contact Center Agent Desktop is used by Agents to handle contacts—inbound and outbound voice, e-mail, and Web communications interactions are handled through this client. Outbound Campaign Management Tool is accessed through the Contact Center Manager Administration Web browser and is used by supervisors or administrators to create outbound campaigns and load them into the Contact Center Multimedia server for execution. Contact Center Agent Desktop and Outbound Campaign Management Tool use the .NET Framework v1.1 with .NET Framework Service Pack 1. After .NET Framework and service updates are installed, further deployments of the clients is through Microsoft Internet Explorer URL or SMS deployment. Contact Center Agent Desktop and Outbound Campaign Management Tool require TCP/IP network access back to the Contact Center Multimedia, Contact Center Manager Administration, and Communication Control Toolkit servers— 100 Mb/s connectivity is recommended. For specific network traffic between Contact Center Agent Desktop and Contact Center Multimedia server and Outbound Campaign Management Tool and Contact Center Multimedia server, see the Contact Center Multimedia Installation and Maintenance Guide.
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The following table lists the hardware requirements for Contact Center Agent Desktop and Outbound Campaign Management Tool. Hardware item
Supported minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Operating system requirements
RAM
Typical configuration
Windows 2000 Professional, Windows XP Professional, Windows Vista Business or Windows Vista Enterprise
Windows 2000 Professional, Windows XP Professional, Windows Vista Business or Windows Vista Enterprise
.NET Framework v1.1 with .NET Framework Service Pack 1
.NET Framework v1.1 with .NET Framework Service Pack 1
Internet Explorer 5.0.1 or later
128 MB
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Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
.NET Framework 1.1 is included in Microsoft Office or you can download it free of charge from www.microsoft.com. The .Net Framework Service Pack 1 is available from www.microsoft.com.
Internet Explorer is required for URL deployment. If Internet Explorer is not used, clients Internet Explorer can be deployed through SMS or other preferred 5.0.1 or later deployment method.
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Hardware item
Supported minimum
Typical configuration
Hard disk space
4 GB
> 4 GB
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Standard 11.12
Additional information
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
Not required
Not required
Network interface
one network interface card
one network interface card
100 Mb/s Ethernet recommended.
Video card
one video card and monitor
video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
keyboard
Mouse
one mouse
mouse
Serial ports
Not required
Not required
If installed, floppy drive letter must be A.
CPU use For optimal performance, average CPU use on the Contact Center Multimedia server must not exceed 50 percent over an interval of 20 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213. 264
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Standard 11.12
Disk partitioning requirements This section describes partitioning for the Contact Center Multimedia Server. The partitioning of the Customer Interface server is beyond the scope of this document, but be careful to align with the partitioning requirements of the Web Server and (optional) Servlet Engine deployed on the Customer Interface server. See the Web Server and Servlet Engine documentation for requirements.
Primary and Extended partitions The operating system resides on the C partition. If there is only one physical disk on the server you are installing, all other partitions (D, F, G, and so on) must be Logical drives within an extended partition. This requirement also applies where a RAID configuration presents one disk to the operating system. See the documentation provided with the operating system for details. The following table lists the recommended Contact Center Multimedia server partitions. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. Windows 2003 Server and pcAnywhere are installed here. You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Drive letter
Minimum size
Recommended Maximum size size
D
8 GB
16 GB
Limited only by the operating system
Notes
An additional NTFS partition on disk 0 or an NTFS partition on a different disk. This partition is used to store the attachment folders. When the NTFS partition is created on disk 0, the disk must be partitioned as the first logical drive in an extended partition. The Contact Center Multimedia software (plus required thirdparty software such as Cache and Java Runtime Environment) is installed on this partition.
E
N/A
N/A
N/A
DVD ROM
F
20 GB
32 GB
Limited only by the operating system
Database and attachments partition. Additional NTFS partition on disk 0 or an NTFS partition on a different disk. When the NTFS partition is created on disk 0, the disk must be partitioned as the second logical drive in an extended partition. The Contact Center Multimedia and Outbound database is installed here.
Do not put the attachment folder on the C partition. When the attachment folder is full, the folder size affects the total operation of the entire system.
The minimum total system disk space for the database is 20 GB. This is critical for the F partition.
The maximum hard disk space for database partitions is 64 GB (65,536 MB).
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Operating system requirements Contact Center Multimedia is supported on the following operating systems.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
English
Traditional Chinese
Japanese
See Note 2
Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Traditional Chinese
Japanese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Note 1: The 64-bit version is not supported. Note 2: For Traditional Chinese and Japanese, the US English locale must be used.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
268
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Contact Center Multimedia—Outbound, E-mail and Web communications
Third-party software requirements The following sections describe the third-party software requirements for the Contact Center Multimedia server.
Third-party backup software If you plan to back up your Contact Center Multimedia across the network, be aware that disk capacity affects the speed of the back up and restore. To reduce the speed of a database back up or restore, follow disk capacity requirements on the remote locations. See the Contact Center Multimedia Installation and Maintenance Guide for further details.
Remote computer requirements The remote computer for your database backup can be either a server or a workstation that meets the following requirements:
The operating system must be Windows 2000 Server or Windows Server 2003.
The drive partition for the remote directory must be NTFS.
The directory you use for the backup needs enough space available to hold the backup files.
Network requirements The following are network requirements for Contact Center Multimedia:
The remote computer must be on the same network as the Contact Center Multimedia server.
The network connection must be through the Nortel server subnet. Ensure that the Nortel server subnet has low traffic during the scheduled time for the database backup. If you run the backup when Nortel server subnet traffic is high, the database backup may take longer than planned.
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Standard 11.12
Antivirus software Contact Center Multimedia interfaces to an external e-mail system and enables agents to send attachment files from their computers to the Contact Center Multimedia server. Both these methods of retrieving data are potential sources of software infection. Nortel recommends the following guidelines for antivirus software:
Antivirus software must be installed on the e-mail server to ensure that problems are caught at source.
Agent computers needs antivirus software installed to ensure that attachments sent to the Contact Center Multimedia server do not have a virus. Contact Center Multimedia does not block specific attachment file types. Third-party antivirus software must be installed on the Portal Server according to guidelines in this document for such utilities.
Exclude the Contact Center Multimedia partition from being scanned.
If firewalls on individual computers are enabled on the Contact Center Agent Desktop computer, the Report Listener may be flagged as trying to access the Internet. The properties must be configured to allow access for the Report Listener to Contact Center Multimedia through the firewall.
You must not enable the Microsoft Updater to Auto-Run. Microsoft Updater is set to alert level. This allow you to schedule updates for off-peak hours. WARNING
.
Running a Virus Scan on the Contact Center Multimedia attachment folder, which contains thousands of files, can use up significant proportions of the CPU time on a server and can cause drastic slowdown in agent's response times. Nortel recommends that such scans, if necessary, be run during off-peak hours.
pcAnywhere Nortel requires that pcAnywhere be installed on the server to provide Contact Center Multimedia support through a dial-in modem. With Contact Center Multimedia, the version shipped is pcAnywhere 11.5. The pcAnywhere application is shipped on the Contact Center Manager suite DVD. 270
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Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Chapter 12
Communication Control Toolkit In this chapter Hardware requirements
274
Disk partitioning requirements
280
Operating system requirements
281
Third-party software requirements
282
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Communication Control Toolkit
Standard 11.12
Hardware requirements With Communication Control Toolkit three standalone configurations are possible:
Contact Center/Self-service installation—Used when Communication Control Toolkit is deployed in a Nortel Contact Center environment.
Knowledge Worker (Direct Connect) Installation—A non-Contact Center installation, used where Communication Control Toolkit connects directly to the PBX and provides functionality to knowledge workers.
Self Service installation—Typically used in an environment where a non-Nortel PBX is used, but integration with the Nortel Self Service portfolio is still a requirement.
ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Co-residency.”
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Communication Control Toolkit
The following table lists the hardware requirements for Communication Control Toolkit (standalone configurations only). Hardware item
Supported minimum
Configuration Note that this specification is the absolute minimum and may not be capable of running larger configurations. See the recommended minimum requirements, which provide details on agent size and call rate capability.
Planning and Engineering Guide
Recommended minimum
Knowledge Worker (Direct Connect) Installation: Maximum Performance specification—2000 agents, 36,000 calls per hour (CPH) with no data or 1600 agents, 24,000 CPH with data attached
Self Service Installation: Maximum Performance Specification—480 IVR ports, 16,000 CPH
Contact Center/Self Service Installation: Maximum Performance Specification—2000 agents, 36,000 CPH with no data or 1600 agents, 24,000 CPH with data attached 480 IVR ports, 16,000 CPH
Additional information
275
Communication Control Toolkit
Hardware item
Supported minimum
CPU
Intel-based CPU (Xeon or Pentium IV), 2 GHz
Standard 11.12
Recommended minimum
Knowledge Worker (Direct Connect) Installation: Intel-based CPU, XEON single 2.8 GHz or greater
Self Service Installation: Intelbased CPU, XEON single 2.8 GHz or greater
Contact Center/Self Service Installation: Intel-based CPU, DUAL XEON 2.8 GHz or greater
RAM
2 GB
2 GB
Hard disk space
20 GB of physical disk space
40 GB of logical disk space (80 GB with RAID-1)
Hard disk partitioning
20 GB of physical disk space
20 GB of physical disk space
Additional information
Pentium IV, Intel Xeon (32- and 64bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Hard disk type IDE, SCSI or SATA IDE, SCSI or SATA
A SAN (Storage Area Network) configuration is not supported.
Floppy drive
If a floppy drive is installed, it must be letter A.
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Not required
Not required
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Communication Control Toolkit
Hardware item
Supported minimum
Recommended minimum
DVD ROM
one DVD ROM
one DVD ROM
Serial ports
not required
not required
Parallel ports
not required
not required
Network interface
one network interface card for Contact Center/Self Service Installation
ELAN subnet must be one network interface card for Contact Center/ 10/100 Mb/s Ethernet. Self Service Installation The Nortel server subnet facing network interface one network interface card must be 100 Mb/s card with the ELAN subnet router connected Ethernet. to the Nortel server The binding order of the subnet (in a Knowledge network interface cards Worker environment) is important. The Nortel
In a Knowledge Worker (Direct Connect) environment, two network interface cards may be required if the ELAN subnet is not connected to the Nortel server subnet through a router. When deploying in Self Service Installation mode with non Nortel PBXs, check network interface Requirements with the appropriate PBX Vendor.
When deploying in Self server subnet card is first, and then ELAN Service Installation mode with non-Nortel subnet. PBXs, check network interface Requirements with the appropriate PBX Vendor.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
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Additional information
800 x 600 pixels minimum resolution
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Hardware item
Supported minimum
Recommended minimum
Modem
Modem installation interferes with the Communication Control Toolkit. Do not install a modem.
Modem installation interferes with the Communication Control Toolkit. Do not install a modem.
Additional information
Note: Minimum and maximum paging file size is 2 GB.
CPU use CPU use with all applications running and under peak traffic load must not exceed an average of 70 percent. This CPU limit applies to both standalone and co-resident configurations.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
Additional requirements for Communication Control Toolkit Nortel supports only the manual shutdown and startup of the TAPI server component of Communication Control Toolkit. You must acquire documentation, testing, and support for Communication Control Toolkit before you install the UPS solution.
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High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Standard 11.12
Disk partitioning requirements Multiple Partitions are not required but are supported for the installation of Communication Control Toolkit. Even though you can install the Communication Control Toolkit application on another disk drive, other than the C drive, certain components are still installed on the C drive. These components include the Microsoft SQL Server Desktop Engine (MSDE) and the Communication Control Toolkit configuration database. For multiple disk partitioning configuration, Nortel recommends a minimum of 10 GB free disk space, in addition to the operating system requirements, on the C drive. And Nortel recommends a minimum of 10 GB free disk space on any additional disk drive you install the Communication Control Toolkit application on. This creates a total minimum 20 GB disk size requirement for the Communication Control Toolkit application.
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Operating system requirements Communication Control Toolkit 6.0 is supported on the following versions of operating system as shown in the following table. International versions supported
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
English
Japanese
Traditional Chinese
Windows Server 2003 Release 2, Enterprise Edition, 32-bit
English
Japanese
Traditional Chinese
See Note 1
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 64-bit version is not supported. ATTENTION
CCTIVR must be installed on an English operating system.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Standard 11.12
Third-party software requirements The following sections describe the third-party software requirements for the Communication Control Toolkit server.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere pcAnywhere is a remote support software application provided by the Symantec Corporation. pcAnywhere, release 11.5, can be used to connect to the Communication Control Toolkit server in the following ways:
through an Ethernet connection over a LAN
through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
Problems occur if you attempt to connect directly to the TAPI server through a modem because of a potential conflict when a modem driver is on the same server as the TAPI driver. (TAPI is a sub-component of Communication Control Toolkit). Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Co-residency In this chapter Overview
284
Hardware requirements
285
Disk partitioning requirements
291
Operating system requirements
294
Third-party software requirements
296
Preinstallation compliancy check utility
298
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Co-residency
Standard 11.12
Overview This section lists the requirements for a co-resident installation. For a coresident installation, Nortel supports only two types of configurations:
Configuration 1—Contact Center Manager Server 6.0 and Contact Center Manager Administration 6.0
Configuration 2—Contact Center Manager Server 6.0, Contact Center Manager Administration 6.0, and Communication Control Toolkit 6.0
Nortel does not support these configurations:
Contact Center Manager Server and Communication Control Toolkit
Contact Center Manager Administration and Communication Control Toolkit
Network Control Center is only configured in standalone mode and cannot be installed co-resident with Contact Center Manager Administration or Communication Control Toolkit. The requirements in this section are applicable to both of the supported configurations listed in this section. ATTENTION
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All requirements listed in this document for standalone installations are valid for a co-resident installation unless they are explicitly superseded by alternative requirements in the following section of the document.
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Hardware requirements The following table lists the hardware requirements for both co-residency scenarios. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
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Hardware item See Note 1.
Standard 11.12
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
License Manager: Yes
Open Queue: No
Universal Networking: No
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Size: < 300 agents < 12,000 CPH
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit not installed.
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit installed.
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
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Hardware item See Note 1.
CPU
Co-residency
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, Dual Xeon 2.8 GHz. Dual Xeon 2.8 GHz.
Additional information
Intel Xeon (32- and 64bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
4 GB
Hard disk space
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 291 for this information.
Hard disk type SCSI or SATA
SCSI or SATA
Hard disk speed
> 7200 RPM
7200 RPM
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RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
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Standard 11.12
Hardware item See Note 1.
Supported minimum
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
Recommended minimum
Additional information
Drive letter must be E.
Minimum speed is 4X.
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card (with the ELAN subnet connected to the Nortel server subnet through a one router)
one network interface card
ELAN subnet must be 10/100 Mb/s Ethernet.
(Network Control Center requires only one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
For legacy isolated ELAN subnet configurations, two network interface cards are required.
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity.
Only Ethernet is supported. A Token Ring is not supported.
(Network Control Center requires only one network interface card) Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
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Hardware item See Note 1.
Supported minimum
Recommended minimum
Mouse
one mouse
one mouse
Modem
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
33.6 KB/s minimum for remote technical support. USB modems are supported.
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Additional information
See Note 3. Backup/ Restore
backup system for database backup can be either tape drive or remote directory
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: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor. Note 3: A modem installation interferes with TAPI. Do not install a modem if TAPI is part of the co-resident installation.
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Co-residency
Standard 11.12
CPU use For optimal performance, average CPU use must not exceed 50 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Disk partitioning requirements The section provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. This information covers both co-residency scenarios. The minimum and maximum partition sizes are provided in the following table. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
24 GB
32 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows Server 2003 operating system and operating pcAnywhere are installed here. system Communication Control Toolkit and Contact Center Manager Administration are installed on C by default. An alternate location can be selected during the installation. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Drive letter
Minimum size
Recommended Maximum size size
D
8 GB
16 GB
N/A Limited only by the operating system
Notes
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
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It is possible to locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. However, you may want to keep the database and the Contact Center Manager Server application on different hard disks as it is possible to upgrade each of these components separately.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
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Co-residency
Standard 11.12
Operating system requirements The following table provides operating system compatibly for a co-resident installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
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.
See Note 2
Windows Server 2003 Datacenter Edition
Not supported
N/A
Windows Server 2003 Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Operating system installation and configuration See the specific requirements for Contact Center Manager Server, Contact Center Multimedia, and Communication Control Toolkit standalone configurations in this document. The Contact Center Manager Administration requirement for IIS takes precedence over the Contact Center Manager Server requirement, because IIS is a core part of the Contact Center Manager Administration implementation. The updated preinstallation compliancy utility tests for IIS and for the other required components before installation.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Co-residency
Standard 11.12
Third-party software requirements See the specific requirements for Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit standalone configurations in this document.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere Nortel requires that pcAnywhere be installed on the co-resident server to provide remote support. A version of pcAnywhere host-only software is shipped with Contact Center Manager Server. Compatibility of pcAnywhere versions and the Contact Center Manager Server release are provided in the following table:
pcAnywhere hostonly version
Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
pcAnywhere client compatibility
11.5
All at Release 6.0
11.x
Nortel does not supply the pcAnywhere Client with its host-only version of pcAnywhere. However, you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere. If Communication Control Toolkit is included in the co-resident installation, pcAnywhere can be used to connect to the co-resident server in only the following ways:
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through an Ethernet connection over a LAN
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through a dial-up connection into another non-Communication Control Toolkit machine on the domain that provides access to the Communication Control Toolkit server through a LAN
Problems occur if you attempt to connect directly to the TAPI server through a modem because of a potential conflict when a modem driver is on the same server as the TAPI driver. (TAPI is a sub-component of Communication Control Toolkit).
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Co-residency
Standard 11.12
Preinstallation compliancy check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the product DVD. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. The utility is updated to take into consideration the requirements for a coresident installation. As part of the installation process, you must to decide whether the installation is a standalone or co-resident configuration. The utility uses this information to adjust the list of test cases that are applied. Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
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SIP-enabled Contact Center In this chapter General requirements
300
Server hardware requirements
302
Disk partitioning requirements
310
Operating system requirements
312
Third-party software requirements
314
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SIP-enabled Contact Center
Standard 11.12
General requirements The following sections describe the general requirements for a SIP-enabled contact center.
Dependent platform and switch compatibility The following table displays the SIP platforms available and the release compatibility. Platform
Release
Requirement
MCS 5100
3.0/3.5
SIP Proxy and Registrar
Communication Server 1000 + Signalling Server + NRS
4.5
Nortel Converged Desktop for Enterprise
Communication Server 1000 Call Server
4.5 plus SU
Converged Office—SIP CTI
Communication Server 1000 Signalling Server
4.5 Up-issue
MAS
MAS SE09
See Note 1
See Note 2
Converged Office—SIP CTI X336 hardware compatibility
Note 1: Release 4.5 is minimum Call Server Load and requires Service Updates for SIP CTI support. Note 2: The Signaling Server Up-issue software 4.50.75 and the Multimedia Convergence Manager (MCM) software for Converged Office can be downloaded from the Nortel.
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Switch integration When you install Contact Center Manager Server, SIP is one of the installation options. The three options available are Communication Server 1000 (M1) or Communication Server 2x00 (DMS), or SIP. You can have two Contact Center Manager Server configurations installed on the same Communication Server 1000/Meridian 1 PBX switch with an AML connection, with one instance being a SIP-enabled Contact Center and the second instance being a regular (non-SIP) Contact Center.
Co-residency SIP Contact Center can be co-resident with Contact Center Manager Administration and Communication Control Toolkit. For more information on co-resident application, see “Product compatibility” on page 82.
Upgrade path SIP is a new feature in Contact Center Manager 6.0. Because there are no previous SIP version of Contact Center Manager, there is no upgrade path from Symposium Contact Center Server 5.0 or earlier.
MAS requirements The MAS (Media Application Server, also know as the Media Server) is a piece of dedicated hardware. There is no platform vendor independence information. The software for SIP Contact Center is known as the MAS application. This software is only supported on the X336 server. The MAS application software is a stand-alone application on the MAS. No other MAS software can be installed on the MAS. For more information, see the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0.
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Standard 11.12
Server hardware requirements This section contains the server hardware requirements for standalone and co-resident configurations involving SIP.
Standalone requirements The following table lists the hardware requirements for SIP Contact Center Manager Server (standalone configuration only). Hardware item See Note 1.
Supported minimum
Configuration This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
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Size: < 600 agents, <12,000 CPH
Recommended minimum
Additional information
This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
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Hardware item See Note 1.
CPU
SIP-enabled Contact Center
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, dual Xeon 2.8 GHz. dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
60 GB of logical disk space (80 GB of physical disk space with RAID-1)
80 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk type SCSI or SATA
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
> 7200 RPM
7200 RPM
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Standard 11.12
Hardware item See Note 1.
Supported minimum
DVD ROM
one DVD ROM drive one DVD ROM drive
Recommended minimum
Serial port
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card connected to the Nortel server subnet
one network interface card connected to the Nortel server subnet
Additional information
Drive letter must be E.
Minimum speed is 4X.
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet. Only Ethernet supported. Token Ring ring not supported.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
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Hardware item See Note 1.
Backup/ Restore
SIP-enabled Contact Center
Supported minimum
Recommended minimum
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
Co-resident requirements The following table lists the hardware requirements for SIP Contact Center Manager Server (co-resident configuration only). Hardware item See Note 1.
Supported minimum
Configuration This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
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Recommended minimum
Additional information
This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
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Hardware item See Note 1.
CPU
Supported minimum
Standard 11.12
Recommended minimum
Intel-based CPU, Intel-based CPU, XEON 2.0 GHz or dual Xeon 2.8 GHz. Pentium IV 2.0 GHz
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
4 GB
4 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
60 GB of logical disk space (80 GB of physical disk space with RAID-1)
80 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk type SCSI or SATA
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Hardware item See Note 1.
SIP-enabled Contact Center
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card connected to the Nortel server subnet
one network interface card connected to the Nortel server subnet
Additional information
Drive letter must be E.
Minimum speed is 4X.
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet. Only Ethernet supported. Token Ring ring not supported.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
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Hardware item See Note 1.
Backup/ Restore
Standard 11.12
Supported minimum
Recommended minimum
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
CPU use For optimal performance, average CPU use on the SIP Contact Center Manager Server and must not exceed 50 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Additional requirements for SIP Contact Center Manager Server Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is supported on SIP Contact Center Manager Server. You can implement RAID 5 with SIP Contact Center Manager Server; however, RAID 1 is the solution highly recommended by Nortel because the RAID 1 provides maintenance personnel with extra flexibility in providing technical support. Other RAID levels are not supported. Any RAID-specific issues must be addressed by the RAID vendor.
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install SIP Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document.
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Standard 11.12
Disk partitioning requirements The following table provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum and recommended partition sizes are provided. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
16 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows Server 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
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Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes
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Standard 11.12
Operating system requirements The following tables lists the operating system requirements for a SIP Contact Center Manager Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
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.
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
French
German
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: The SIP Contact Center Manager Server language packs are not supported for French, German, Japanese, and Traditional Chinese.
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Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Standard 11.12
Third-party software requirements The following sections describe the third-party software requirements for the SIP Contact Center Manager Server.
Third-party backup software There are two types of backup on SIP Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for information about procedures that you must complete before you perform a full backup. If you use a third-party backup utility, it must comply with the general third-party software guidelines specified in “Thirdparty software requirements” on page 208. All SIP Contact Center Manager Server services, including the database SQL server, must be shut down before you perform a full backup. Even though some third-party backup utilities can provide an online backup of all files, including the database, SIP Contact Center Manager Server does not support an online backup from these third-party backup utilities. You must use the utility included with SIP Contact Center Manager Server to perform all other database backups due to proprietary functions called upon during the backup routine. See the Contact Center Manager Server Installation and Maintenance Guide. Nortel recommends performing a daily database backup.
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Antivirus software Several maintenance tasks are automatically activated on SIP Contact Center Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at an off-midnight time. Similarly, active virus scans must be disabled when you perform diagnostic traces or logs on the server. For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\log
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
For MAS, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
D:\Program Files\Nortel Networks\MAS\ConfMP
D:\Program Files\Nortel Networks\MAS\CStore
D:\Program Files\Nortel Networks\MAS\IvrMP
D:\Program Files\Nortel Networks\MAS\MediaController
D:\Program Files\Nortel Networks\MAS\Mmc
Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Simple Network Management Protocol (SNMP) alerting on virus confirmation Nortel does not recommend that you activate this feature. Planning and Engineering Guide
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pcAnywhere Nortel requires that pcAnywhere be installed on the Contact Center Manager Server to provide remote support. A version of pcAnywhere host-only software is shipped with SIP Contact Center Manager Server. Compatibility of pcAnywhere versions and the SIP Contact Center Manager Server release are provided in the following table. pcAnywhere hostonly version
Symposium Call Center Server/ Contact Center Manager Server
pcAnywhere client compatibility
10.5
Symposium Call Center Server 4.2
11, 10.x, 9.x, 8.x
11.01
Symposium Call Center Server 5.0
11.01, 10.x, 9.x,
11.5
Contact Center Manager Server 6.0 11.x Nortel does not supply the pcAnywhere client with its host-only version of pcAnywhere. However, you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Chapter 15
LinkPlexer 6.0 In this chapter Overview
318
Hardware requirements
319
Operating system requirements
323
Third-party software requirements
325
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LinkPlexer 6.0
Standard 11.12
Overview This section covers the hardware, operating system, and third-party software requirements for LinkPlexer 6.0. For additional information, see the LinkPlexer 6.0 Installation and Configuration Guide. A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a CS 2x00/DMS switch. LinkPlexer supports co-residency with Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest hardware and software designed especially for the Windows Server 2003 family. See the hardware manufacturer’s Web site to ensure that the operating system is supported.
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Hardware requirements The following table lists the hardware requirements for LinkPlexer 6.0. Hardware item
Supported minimum
CPU
Intel Xeon 3GHz
RAM
512 MB of RAM
Hard disk space
18 GB
Hard disk partitioning one physical drive
Hard disk type
IDE, SCSI or SATA
Hard disk speed
hard drive speed of 7200 rpm from manufacturer's specification
Floppy drive
Not required
DVD ROM
one DVD ROM drive
Planning and Engineering Guide
Additional information
Pentium IV, Intel Xeon (32and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures. Separate physical disks provide reliability and easy recovery in case of disk failure.
Drive letter must be E.
Minimum speed is 4x. 319
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Hardware item
Supported minimum
Dongle
security iButton (dongle) and keycode supplied by Nortel
Parallel Port
port (USB, parallel, or serial) for iButton adapter
Network interface
one network interface card (NIC)
X.25
If an X.25 (CompuCALL) interface is required for the DMS, the following hardware is required:
Additional information
If LinkPlexer is co-resident with Communication Control Toolkit, two NICs are required.
X.25 is supported only for existing systems. Nortel recommends that new installations use an IP-only solution for connectivity to the Two communication ports DMS. (only one is required for ICM)
Eicon card
Two Motorola V.3600 modems
Video card
one video card and monitor
Keyboard
one keyboard
Mouse
one mouse
Back up/Restore
N/A
Additional information for LinkPlexer is in the LinkPlexer 6.0 folder and the associated LPConfig.ini file. (No database)
LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing hardware components, except the iButton and holder supplied by Nortel.
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TCP/IP requirements To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations To install LinkPlexer 6.0, you must have administrator rights on the local server. The minimum switch requirements are:
MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:
pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply
CPU use For optimal performance, average CPU use must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
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Operating system requirements The following tables provides operating system compatibility for LinkPlexer 6.0.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit
International versions supported
English
English
English
English
See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 1 Windows 2000 Server See Note 2 Windows 2000 Advanced Server
Latest service pack tested by Nortel. See the Symposium Service Packs and Security Hotfixes Compatibility List.
See Note 2 Windows 2000 Server Professional
Not supported
Windows 2000 Server Datacenter
Not supported
Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
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Standard 11.12
Note 1: The 64-bit version is not supported. Note 2: Windows 2000 Server is supported for existing customers only.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements This section lists the third-party software requirements for LinkPlexer 6.0.
Third-party backup software See the relevant third-party documentation for information about the full backup procedure. If you want to use a third-party backup utility, it must be in accordance with the guidelines in Chapter 15, “Third-party backup software.”.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
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Contact Center Manager
Chapter 16
Replication Server (Standby Server) In this chapter Overview
328
Hardware requirements
329
Disk partitioning requirements
333
Operating system requirements
336
Third-party software requirements
337
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Replication Server (Standby Server)
Standard 11.12
Overview The Standby Server feature includes the following:
Active Server
Standby Server
Replication Server
This section of the document defines the requirements specifically for the Replication Server component of the Standby Server feature. For detailed procedures for configuring Standby Server, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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Hardware requirements The following table lists the hardware requirements for Replication Server. Hardware item See Note 1.
CPU
Minimum requirements
Typical configuration
Intel-based CPU Intel-based CPU Pentium III 733 Mhz Xeon 2 GHz
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
256 MB
512 MB
Hard disk space
20 GB of physical disk space
40 GB of physical disk space (80 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 333 for this information.
Planning and Engineering Guide
A tool for calculating the required stable queue disk space for a given installation is available from the Partner Information Center (www.nortel.com/pic).
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Hardware item See Note 1.
Minimum requirements
Standard 11.12
Typical configuration
Hard disk type IDE, SCSI or SATA SCSI or SATA
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
one serial port (for modem access) or USB port (if using USB modem)
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
Additional information
At this time, a SAN (Storage Area Network) configuration is not supported.
Optional serial ports, as follows:
If you are using a modem for remote support, rather than a virtual private network (VPN), you require one serial port, configured as COM1. If you are using a USB modem, you require a USB port.
If you use a smart UPS that requires an additional serial port on the server platform, you also need the additional serial port.
Network interface
one network interface card
one network interface card
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
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Hardware item See Note 1.
Minimum requirements
Typical configuration
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
CPU use For optimal performance, average CPU use must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
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Disk partitioning requirements The following table provides information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum partition sizes are based on the following: 2 GB = 2048 MB 3 GB = 3072 MB 4 GB = 4096 MB The requirements for a call center vary depending on the number of agents, call rate, and other factors. ATTENTION
You must not install any other application class software on the Replication Server computer. For more information about what can be installed on this computer, refer the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Standard 11.12
Primary and Extended partitions The operating system resides on the C partition. This must be the only Primary partition. All other partitions (D, F, G, and so on) must be Logical drives within Extended partitions. See the documentation provided with the operating system for details. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
N/A
D
8 GB
16 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows Server 2003 operating system and operating pcAnywhere are installed here. system You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Standby Server software is installed here.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
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The following conditions apply:
Additional Stable Queue disk drive partitions can be on separate disks or on the same disk, depending on the customer’s preference and hardware configuration. Nortel has tested Stable Queue partitions on the same drive as C and D, and on different drives.
Create partitions in drives F through U as logical drives within extended partitions, because these partitions are not used for start up.
Ensure that drives F through U have the capacity to support Stable Queues of sufficient size for your contact center. The size of drives F thru U are determined solely by the required size as calculated by the CapTool. These drives can be on the same or different physical disks, depending on user preference. For more information, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Replication Server (Standby Server)
Standard 11.12
Operating system requirements The following table provides the operating system compatibility for Replication Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit
International versions supported
English
English
See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Note 1: The 64-bit version is not supported.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (from Nortel Technical Support Web site) for the list of Microsoft security hotfixes that must be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis. Contact Center Manager
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Replication Server (Standby Server)
Third-party software requirements The following requirements apply to third-party software use.
Third-party backup software Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server for information about procedures that you must complete before you perform a full backup. If you use a thirdparty backup utility, it must comply with the general third-party software guidelines specified in “Third-party software requirements” on page 208.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
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Contact Center Manager
part 3 Engineer Contact Center components
Planning and Engineering Guide
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Standard 11.12
340
Contact Center Manager
Chapter 17
Engineer Contact Center Manager Server In this chapter Overview
342
Checklist
344
Hardware configurations
345
Requirements
347
Call load
348
MLS and HDX performance impact
352
Guidelines to minimize capacity requirements
358
Capacity estimation
361
Replication Server
364
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Engineer Contact Center Manager Server
Standard 11.12
Overview You must ensure that the platform on which you plan to install Contact Center Manager Server satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Checklist Engineering tasks When engineering a contact center, you must perform the tasks in the following checklist. ✔
Description
Determine requirements for Contact Center Manager Server. See Chapter 17, “Engineer Contact Center Manager Server.” If Contact Center Manager Server coresides with Contact Center Manager Administration or Contact Center Manager Administration and Communication Control Toolkit, see Chapter 22, “Engineer a coresident server.” Determine telephone switch requirements. See Chapter 24, “Engineer the telephony switch.” Determine network requirements. See Chapter 25, “Engineer the data network.” Determine the requirements of the voice processing system. See Chapter 26, “Engineer the Communication Server 1000 voice processing system.” Determine the requirements of the remote support system. See Chapter 29, “Remote support with a VPN.”
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Hardware configurations Contact Center Manager Server supports hardware that meets the minimum requirements in “Hardware requirements” on page 218, 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. See the Microsoft Web site (www.microsoft.com) for details. For detailed information about server requirements, see the Contact Center Manager Server Installation and Maintenance Guide. Nortel platforms no longer supported You cannot use the following Nortel platforms for Contact Center Manager Server because they do not meet the minimum requirements for Platform Vendor Independence (PVI) for Contact Center Manager 6.0.
701t servers
702t servers
1000t servers
1001t servers
1003t servers
High Availability servers Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document. These servers are available only with Windows Server 2003 (Standard Edition or Enterprise Edition). Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.
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Standard 11.12
For more information about Stratus, go to www.stratus.com.
Backup and disaster recovery To maximize Contact Center Manager Server uptime, ensure that your hardware platform supports your disaster recovery program. Regular system backups are critical to a disaster recovery program. By provisioning your platform with fault-tolerant hardware (RAID) you can provide additional redundancy for your system. For more information about system backups, see the Contact Center Manager Server Installation and Maintenance Guide.
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Requirements Contact Center Manager Server can be installed in a standalone or co-resident server configuration.
Standalone server requirements For Contact Center Manager Server to run properly in a stand-alone configuration, the server you supply must meet the following minimum requirements. Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the CapTool. For a list of Contact Center Manager Server hardware requirements, see Chapter 9, “Hardware requirements”.
Co-resident server requirements For co-resident server hardware requirements, see Chapter 13, “Co-residency.”
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Standard 11.12
Call load Together, call complexity and call rate determine the resources (CPU, memory, and so on) required to process the call load.
Call complexity Call complexity is the number of each type of service used by a call. Expected resource consumption Over a period of time, the average number of each type of service per call can be used to estimate the expected resource consumption. For example, if a typical call is queued to an average of two skillsets, the expected resource cost per call is two times the cost of queueing a call to one skillset (provided that the costs are a linear function of call rate). Cost of call services To estimate the resource consumption on Contact Center Manager Server for different call rates, you must define the cost of a basic call, as well as the costs associated with the most typical call operations. These costs are measured and are incorporated in the CapTool calculations. The following conditions apply:
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The cost of a basic call is the resource consumption incurred due to basic call processing (assuming that the agent answers immediately).
The default value for call rate is based on a holding time of three minutes. For example, if you enter 500 logged-on agents in the CapTool, the default value for call rate equals 180, which is 10,000 CPH.
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The following table lists common call services and indicates the typical cost used per call in the hybrid or typical call model for the Communication Server 1000/Meridian 1 PBX and SIP and a complex call model for the Communication Server 2x00/DMS. Communication Communication Server 2x00/ Server 1000/ DMS Meridian 1 PBX
SIP
Parameter
Services per call
Services per call
Services per call
Basic Call
1
1
1
Queue to Skillset
2
2.2
2
Queue to Agent
0
0.1
0
Give Controlled Broadcast (S/S)
1
N/A
N/A (see Notes)
Voice Services Collect Digits
0
N/A
0
Give IVR
1
Give RAN
2
0.5
2
Give Music
1
1.5
1
HDX Send Info
1
1
1
HDX Request/Response
1
0
1
Intrinsics
5
5
6
If/Then’s Executed
5
4
5
Proportion of Calls Transferred
5%
5%
5%
Proportion of Calls Conferenced
5%
15%
5%
Proportion of Calls Transferred to a DN
N/A
10%
N/A
MLS Screen Pops
1.2
1.2
N/A
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Communication Communication Server 1000/ Server 2x00/ Meridian 1 PBX DMS
SIP
Services per call
Services per call
Services per call
MLS Messages
0
0
N/A
Queue to Network Skillset
2
2 (see Notes)
N/A (see Notes)
Parameter
Call load table notes:
For a description of call models, see Appendix D, “Standard call models.”
The number of services per call is an average value taken over all inbound calls (or outbound calls, if that is the context). See the examples presented in “MLS and HDX performance impact” on page 352.
Queue to Network Skillset for Communication Server 2x00/DMS—this value is 0 for nodal sites.
Give Controlled Broadcast (S/S) and Queue to Network Skillset for SIP are not supported in Release 6.0.
Call rate Call rate is the average rate of calls processed by the server. The call rate is measured in Calls Per Hour (CPH) and is a function of the average Call Arrival Rate and Mean Holding Time (MHT). Mean Holding Time is the time that the agent is involved in serving a call. It is the sum of:
average talk time
time required for post-call processing, when the agent is not available to handle other calls
inter-call interval (including union break time, if any)
Under heavy call loading, or during the busy time, when there is no agent idle time, Mean Holding Time is equal to Mean Time Between Calls (MTBC). (These definitions apply to both inbound and outbound calls.) 350
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Call rate, number of active agents, and MHT are related. Given the same call rate, the more agents there are, the longer the MHT can be. For example, if the call rate is 60 CPH and only one agent is available, the MHT cannot be more than one minute. On the other hand, if there are 60 agents for the same call rate, then each agent can take up to an hour, on average, for a call. The values used in the CapTool for estimating capacity are based on successful call terminations (for example, treatment, available agent, call servicing, call termination), and do not take into account agent activity other than call handling. Use this information to estimate combinations of call rates and workloads that are reasonable. For example, 20 agents handling 25,000 CPH spend, on average, no more than three per call. This is probably unreasonable for a human agent but may be acceptable for an automated voting application.
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MLS and HDX performance impact Contact Center Manager services also impact performance. This section describes the performance of two services, for which many contact centers require detailed information.
Meridian Link Services Meridian Link Services (MLS) is an intelligent signaling link offering computertelephony integration (CTI) applications access to Communication Server 1000/ Meridian 1 PBX call processing functions. CTI applications Many contact center customers require third-party CTI applications that use MLS. Examples of these applications include software phones, Outbound Predictive Dialing, Host Enhanced Routing, and CTI applications such as Contact Center Agent Desktop. CPU impact CapTool helps determine the impact of MLS on Contact Center Manager Server performance. CapTool calculates the CPU impact of issuing passive screen pops, as well as the general impact of MLS usage by applications. Every CTI application that interfaces with MLS sends messages to and receives messages from the telephone switch. The MLS software on the server takes messages from the application en route to the telephone switch and translates them into the protocol understood by the telephone switch, namely the Application Module Link (AML) protocol. Conversely, messages from the telephone switch en route to the application are translated from the AML protocol to the Meridian Link protocol by the MLS software. The Contact Center Manager Server CPU impact, therefore, depends on the rate of exchange of messages between the telephone switch and the application. This message rate is a function of the application and you need it to calculate the CPU usage. When you use CapTool, determine the average number of MLS messages per call for the MLS application.
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Example Consider a predictive dialing application having the following message profile: Message number
From application to telephone switch
1
MakeCall
From telephone switch to application
2
Progress (Trunk seized)
3
Progress (Answered)
4
InitiateTransfer
5
Progress (Ringing)
6
CallOffered
7
Answer
8
Progress (Answered)
9
AnswerIndication
10
Answer Response
11
CompleteTransfer
12 13
Progress (Transfer complete) Release
14
Release Response
If all outbound calls use this application, the number of MLS messages processed per outbound call is 14. To include the impact due to this application in the CapTool model, enter 14 in the Number of MLS messages per outbound call box on the MLS Services input page. If only 75 percent of the outbound calls use this application, and the remaining 25 percent use another MLS application with an average of 20 messages per call, the overall average number of MLS messages per call is (0.75 x 14) + (0.25 x 20) = 15.5 In this case, enter 15.5 in the Number of MLS messages per outbound call box. Planning and Engineering Guide
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Nortel Server Subnet impact To calculate the network traffic MLS contributes on the Nortel Server Subnet, CapTool requires the average message length. (If you do not know the average message length, use 50 bytes per message.) To calculate the average message length for the preceding example, consider the following table. Message length (bytes)
Number per call
Effective length (bytes)
MakeCall
46
1
46
Progress (Trunk seized)
52
1
52
Progress (Answered)
49
2
98
InitiateTransfer
50
1
55
Progress (Ringing)
54
1
54
CallOffered
36
1
42
Answer
28
1
28
AnswerIndication
63
1
63
Answer Response
28
1
41
Complete Transfer
52
1
52
Progress (Transfer complete)
52
1
52
Release
51
1
51
Release Response
50
1
52
14
686
Message type
Total
49
Average
The message lengths in this example do not represent real data.
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The average length per call serviced by MLS is 49 bytes. If all calls receive MLS service, enter this value into the MLS message size box on the MLS Services input page.
Host Data Exchange The host data exchange (HDX) server enables the values of script variables to be sent to or received from a third-party provider application. The following conditions apply:
Third-party provider applications reside on a third-party host computer, and, therefore, are often referred to as host applications.
Nortel provides a provider application that can coreside with Contact Center Manager Server. The Database Integration Wizard (DIW) provides an easy-to-use tool for configuring and customizing the Nortel provider application. (Using the Database Integration Wizard can result in additional Nortel Server Subnet traffic, so use the CapTool application to help analyze your Nortel Server Subnet bandwidth requirements.) For more information, see the Contact Center Manager Database Integration Wizard User's Guide.
For example, a script can: 1.
obtain a credit card number from a caller using IVR.
2.
query the provider application using the HDX API to determine the account balance of the caller.
3.
use the account balance as a variable in the script.
An API known as the service provider API enables a Contact Center Manager user to write custom applications (provider applications) that register with the HDX server to handle back-end processing for the script elements. Two service elements can be invoked in the script:
Send Info
Send Request/Get Response
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The Send Info command sends data to the provider application or the HDX server. The Send Request/Get Response command sends information to and receives information from the provider application. The Send Request/Get Response operation uses approximately twice as much CPU resources as the Send Info operation. CapTool can estimate the CPU and Nortel Server Subnet load. On the Call Complexity input page, enter the average number of Send Info and Send Request/Get Response commands issued per call. This is the average value taken over all incoming calls. Example Suppose that the call rate is 20,000 CPH during the peak hour. Suppose, further, that 40 percent of incoming calls are treated with the HDX service, and of these calls
20 percent use one Send Info command
20 percent use two Send Info commands
30 percent use one Send Info and one Send Request/Get Response command
30 percent use one Send Request/Get Response command
The average number of Send Info commands issued per incoming call is 0.4 x (0.2 + 0.2 x 2 + 0.3) = 0.36 The average number of Send Request/Get Response commands issued per incoming call is 0.4 x 0.3 x 2 = 0.24 Enter these values into the appropriate boxes on the Call Complexity property sheet.
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Cautions If the provider application runs on a slow platform, or if it runs on the same platform as other CPU-intensive applications, the provider application may not be able to handle the Send Request commands quickly enough. As a result, a high volume of messages may become queued in the HDX server. If the queue reaches its size limit, the HDX server terminates the provider session. When this situation occurs, the provider application receives a DXM_SERVER_SHUTDOWN message from the API. A DXM_SERVER_SHUTDOWN message means either of the following:
The session is terminated because the provider application is too slow to respond.
Communication is down because the HDX server is terminated.
If the provider application is too slow, either reduce the incoming Contact Center Manager call rate or run the provider application alone on a faster computer.
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Guidelines to minimize capacity requirements The engineering models used to calculate the capacity requirements of your contact center assume that you follow certain guidelines to minimize the load on your server. (These guidelines apply to both standalone and co-resident servers.)
Steady state operation Steady state refers to an operational state in which average values of the capacity parameters do not change with time. For example, CPU use can vary widely at consecutive time instances; however, if you examine the average values of CPU use measured at consecutive intervals of 20 minutes, during a period of steady state operation, these average values are approximately the same.
Guidelines for steady state operation To ensure trouble-free operation of the server, adhere to the following guidelines for steady state operation:
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Processor CPU—Average CPU usage for any interval of 20 minutes during the peak hour under steady state operation must not exceed 50 percent.
Server RAM memory—Average pages per second (found in the Memory Object of the Performance Monitor) for any interval of 20 minutes during the peak hour under steady state operation must not exceed five.
Server virtual memory—Committed Bytes (found in the Memory Object of the Performance Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—The Microsoft recommendations for physical RAM and virtual memory sizing must be adhered to for optimal performance. For more information, see “Requirements” on page 347 or “Co-resident server requirements” on page 347.
Nortel Server Subnet traffic—Average Nortel Server Subnet use must not exceed the limit specified in “Network traffic” on page 531.
ELAN subnet traffic—Average ELAN subnet use must not exceed the limit specified in “ELAN subnet requirements” on page 524. Contact Center Manager
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Guidelines for non-steady state operations A number of non-steady state processes can impact the steady state call processing activity of the server. To minimize their impact, Nortel recommends a number of restrictions:
All non-steady state processes Run only one non-steady state process at any given time. Do not run other applications between 12:00 midnight and 12:30 a.m. During this time, the Historical Data Manager (HDM) service performs data consolidation for monthly, weekly, and daily data. CPU usage for this activity is high.
Activation of the Master script Do not activate the Master script during a busy period. If you must activate the Master script during a busy period, activate all primary and secondary scripts first. Note: If the server is not processing calls, you can activate the Master script without first activating the primary and secondary scripts.
Validation of large scripts Do not validate the Master script or any large script during a busy period.
Agent-to-supervisor assignments Do not run multiple agent-to-supervisor assignments concurrently.
Agent-to-skillset assignments Do not run multiple agent-to-skillset assignments concurrently.
Generation of large reports Generate large reports one after the other rather than concurrently.
Extraction of large amounts of data from the database Generate large data extractions one after the other rather than concurrently.
En masse logon and logoff of agents Spread agent logon/logoff activity over a period of 5 to 15 minutes, and do not perform this activity during the peak busy hour.
Database backup Perform online (for example, database) backups during off-peak hours.
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Checking files for viruses Perform this activity during off-peak hours. For more details, see the Contact Center Manager Server Installation and Maintenance Guide.
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Capacity estimation The following tables show how the Contact Center Manager Server capacity varies with different call loads and standard workloads on a standalone server. The performance metrics are the outputs from the capacity models (the same ones used in the CapTool), which are based on controlled measurements (calibration measurements), as well as high-capacity testing validation results. The tables are constructed using capacity model extrapolations. The values in the following table are estimated with a Contact Center Manager model calibrated with measurements from Symposium Call Center Release 5.0. This document is updated with the Contact Center Manager performance values after the Contact Center Manager calibration measurements are complete. The expected completion is in 2006.
Rated capacity for call processing for different processors Rated capacity is the maximum load that can be sustained at steady state, such that the average CPU use does not exceed 50 percent. The capacity limits for different hardware platforms and different Mean Holding Times (MHT) are shown in the following table. This information applies to Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS, but does not apply to SIP. For these calculations, the following assumptions are made:
There is one Web client for 10 agents logged onto the system. For n agents logged onto the system, the number of Web clients is equal to Ceiling(n/ 10).
The Contact Center Manager Server networking is not enabled.
The RSM is turned on.
There is no Replication Server.
There is no networking.
There are no Real-time API applications.
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The call complexity model is the standard one given in “Call complexity” on page 348.
All parameters are scaled according to number of agents logged onto the system. See Appendix D, “Standard call models.”
Processor
PIV 2.0 GHz
Dual Xeon 2.8 GHz
Dual Xeon 3.4 GHz
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MHT (minutes)
Agents
Peak call rate (CPH)
2
1290
38,700
3
1540
30,800
4
1670
25,050
2
2454
73,620
3
2719
54,380
4
2868
43,020
2
2846
85,280
3
3128
62,560
4
3286
49,290
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Peak sustainable capacity The next table shows the upper limit on processing calls with the same standard call model and assumptions used in the previous section. Peak sustainable call rates for different standard workloads at 50 percent CPU use (CPH)
Processor
1000 Active agents
2000 Active agents
3000 Active agents
PIV 2.0 GHz
45,000
7500
175
Dual Xeon 2.8 GHz
120,000
97,500
28,125
Dual Xeon 3.4 GHz
No practical upper limit
135,000
67,500
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Replication Server The Replication Server and the Contact Center Standby server are optional components that provides redundancy to Contact Center Manager Server. The Replication Server backs up the database on the active server to the Contact Center Standby server in real time. If the active server fails, the Contact Center Standby server can be speedily deployed. The following conditions apply to Replication Server:
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Replication Server applications must run on a dedicated server. They cannot be installed co-resident with anything else.
Where Contact Center Manager Server operates in an Active/Standby pair, neither the Active nor the Standby server can be installed co-resident with Contact Center Manager Administration.
For further information, see Chapter 21, “Engineer a replication server”.
When configuring the Replication Server, the correct Stable Queue size is required for the Contact Center Manager configuration. You can obtain the appropriate Stable Queue size using the CapTool.
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Overview You must ensure that the platform on which you plan to install Contact Center Manager Administration satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Architecture Contact Center Manager Administration uses a three-tiered Internet-based architecture with functionality distributed among various components. The major components of Contact Center Manager Administration include the following:
Contact Center Manager Administration: Communicates with Contact Center Manager and makes information available to the client PCs.
Contact Center Manager Client: Employs a Web-based browser to interface with Contact Center Manager Administration. Contact Center Manager Client is used to administer the server and to monitor contact center performance.
Contact Center Manager Server: Responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
For more information, see Chapter 2, “Contact center architecture.”
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Requirements Ensure that the following requirements are met when installing or upgrading Contact Center Manager Administration:
For Contact Center Manager Administration server hardware requirements, see “Server hardware requirements” on page 236.
For Contact Center Manager Administration client hardware requirements, see “Client hardware requirements” on page 242.
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Contact Center Manager Administration performance The following section describes performance impacts to Contact Center Manager Administration server.
Contact Center Manager Administration CPU impact The analysis in this section applies to a standalone system only. For optimal performance, average CPU use on both the Contact Center Manager Administration server and the client must not exceed 70 percent over an interval of 15 minutes. CPU Model The CPU model implemented in the CapTool consists of four sub-models to account for the major consumers of CPU resources on the Contact Center Manager Administration server:
IIS CPU load
Partitioning CPU load
Unicast traffic transmission CPU load
RTD CPU load from a co-resident Web Client
CPU Model assumptions For this model assume the following:
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The ratio of agents to supervisors does not exceed 10 (that is, 10 agents per supervisor).
Average CPU use does not exceed 70 percent over an interval of 20 minutes during peak usage loads.
The number of requests from each user to Contact Center Manager Administration does not exceed 17 per minute.
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The entire CPU is dedicated to IIS. Other co-resident applications that may impact the CPU, such as Agent Desktop Display, are planned for future inclusion in the model.
To determine the processor required for a Contact Center Manager Administration in your environment, use the CapTool. The CapTool recommends a processor and predicts the CPU impact. To determine the processor required for a client PC, use CapTool. Based on the amount of real-time display traffic, CapTool recommends a processor and predicts the CPU impact. At the time of writing this document, the Partitioning CPU model is not fully implemented in the CapTool. Nortel expects to complete this model in the near future. Additional factors affecting CPU consumption Refresh rates—The minimum refresh rate for real-time statistics on Contact Center Manager Administration is 0.5 seconds. You can adjust this rate to achieve optimal balance between latency and CPU consumption. Historical reports—The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system cannot process the request. This supervisor must try to generate the ad hoc report again later after the first five reports are generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be completed at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
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Parameters not included in the model The CPU use on Contact Center Manager Administration may be impacted by the following parameters, which are not accounted for in the preceding model:
scheduled historical reports
antivirus scanning
backup/restore procedures
Multiple Contact Center Manager Administration systems It is possible to split Contact Center Manager Administration users across multiple platforms. When using the CPU model, each Contact Center Manager Administration must be analyzed individually to determine the CPU loading on each one.
Contact Center Manager Server CPU impact In the worst case, each IIS hit on Contact Center Manager Administration has an associated Contact Center Manager Server direct access database cost because the OAM database access API is bypassed. This additional Contact Center Manager Server CPU incurred cost is measured to be 0.01811 CPU-seconds on a Pentium II 300 MHz on Symposium Call Center Server 5.0 and represents the cost of connecting to and disconnecting from the database. The cost of data extraction is accounted for in the Contact Center Manager Server CPU model.
Contact Center Manager Administration Nortel server subnet/WAN impact The LAN/WAN impact from Contact Center Manager Administration can be divided into two parts:
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RSM multicast data sent from Contact Center Manager Server to Contact Center Manager Administration
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Note: RSM compression is a new option that can now be configured on the Contact Center Manager Server. However, Contact Center Manager Administration does not support RSM compression. If the compression is configured, Contact Center Manager Administration real-time displays will not work. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide
Consolidated Real-Time Display (CRTD) data Contact Center Manager Administration consolidates multicast traffic into a single stream, and sends it to the client PCs in either multicast or unicast format. Note: Because the unicast option has a significant impact on network bandwidth requirements and CPU usage, Nortel recommends that you use multicast mode of network communication where possible. In a network Contact Center Manager Server environment, Contact Center Manager Administration can consolidate traffic from multiple contact center servers. The RSM multicast data streams may originate at local and remote sites, and may be directed to both local clients and remote clients. In this environment, the consolidated display data is known as Network Consolidated Real-Time Display (NCRTD) data.
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Raw data
C
Consolidated data A, B, C, and D are Contact Center Manager Server sites. Contact Center Manager Administration is located at site A.
WAN B
D
Local Contact Center Manager Server
A
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NCRTD multicast characterization The inputs required to characterize the NCRTD multicast traffic are:
send rates (time intervals in seconds) for each of the following statistics: Agent Application Skillset Nodal IVR Route
the number configured for each of: Active agents Applications Skillsets IVR queues Routes Note: Number of nodes is always equal to 1.
the number of data streams sent for each of the listed statistics. This value is 0, 1, or 2 for each type of statistic. The two types of data streams are Moving Window and Interval-to-date.
NCRTD unicast characterization The inputs required to characterize unicast traffic are the same as those for multicast traffic, with the following additional input: number of unicast connections for each type of statistic (Agent, Application, Skillset, Nodal, IVR, and Route). A separate unicast data stream is required for each unique unicast display on each client. The number of possible unique displays per client is 12— six for Moving Window statistics and six for Interval-to-date statistics. If more than one identical display for a particular statistic type is required on a given client, then only one unicast stream is sent for both. For example, if two Agent/Moving Window displays are opened by the same client, only one Agent/Moving Window data stream is sent. However, if another client PC opens an Agent/Moving Window data stream, a new unicast stream is sent from the server. Two identical streams are open at this point.
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Contact Center Manager Client performance The following section describes performance impacts to Contact Center Manager Administration client.
Contact Center Manager Client CPU impact The real-time displays have the largest impact on CPU performance on Contact Center Manager Client. The input parameters used in calculating Contact Center Manager Client CPU requirements are:
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the refresh rate (assumed identical for each display)
the number of lines displayed (over all displays, including fixed header rows)
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Minimizing CPU load There are several ways to reduce CPU load on the Contact Center Manager Administration server and client.
Contact Center Manager Administration server To minimize CPU load, make the following adjustments in Contact Center Manager Administration:
Reduce real-time display refresh rates.
Stagger scheduled historical reports so that they are not scheduled to run at the same time.
Schedule large reports to run at off-peak hours.
Schedule antivirus scanning to occur at off-peak hours.
Perform backup/restore procedures at off-peak hours.
Contact Center Manager Administration client To minimize CPU load, make the following adjustments in Contact Center Manager Client:
Reduce real-time display refresh rates.
Configure the client to display less data by using data partitioning and filtering.
If the parameters are exceeded, you can use more than one Contact Center Manager Administration, and you can split Contact Center Manager Administration users across the multiple Contact Center Manager Administration servers.
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System network configuration
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Calculating disk storage requirements
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Integrating the external Web server
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Overview You must ensure that the platform on which you plan to install Contact Center Multimedia satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Contact Center Multimedia server Contact Center Multimedia delivers Outbound, e-mail, and Web communication to the contact center. Outbound campaigns are created through the Outbound Campaign Management Tool, which is accessed though Contact Center Manager Administration. An outbound campaign is loaded on the Contact Center Manager database where it routes contacts to skillsets for queueing to specific agents based on priority. Contact Center Multimedia server provides an e-mail manager that monitors specific e-mail boxes and routes incoming e-mail from the database to skillsets for queueing to specific agents based on skills based routing. Contact Center Multimedia server provides Web services for integrating your Web site with the contact center. The Web services features text chat and scheduled callback (known as click-to-call). This chapter covers how to plan your contact center for Outbound, e-mail, and Web communications. The following conditions apply:
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Outbound, e-mail, and Web communications are not supported in SIPenabled contact centers.
Outbound, e-mail, and Web communications are not supported with Communication Server 2x00 switches.
Networking for multimedia and outbound contacts is not supported.
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Checklist When you plan a contact center, the tasks you perform depend upon the components you plan to use. For base systems, perform the tasks in the following checklist. Description
✔
Determine the Windows networking requirements. See “Engineer the e-mail server” on page 551. Determine the system network configuration. See “System network configuration” on page 390. Determine hardware requirements for Contact Center Multimedia. See Chapter 9, “Hardware requirements.” Determine the requirements for Communication Control Toolkit. See Chapter 20, “Engineer Communication Control Toolkit.” Determine disk space requirements for Contact Center Multimedia. The server requirements depend on agent numbers and anticipated contact volume. Storage space must take into account the space requirements for attachments to e-mail. For more information, see “Calculating disk storage requirements” on page 395. (Optional—only for e-mail) Determine the requirements for the e-mail server configuration and mailboxes. For more information, see “Engineer the e-mail server” on page 551. Determine the telephone switch requirements. See “Engineer the telephone switch for multimedia” on page 555. Unless otherwise specified, references to the Communication Server 1000 telephone switch also apply to the Communication Server 1000M telephone switch.
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✔
Description
Determine the skillset requirements for the system and routing requirements within Contact Center Multimedia and in Contact Center Manager Server scripting. For more information, refer to Chapter 27, “Engineer Contact Center Manager for multimedia.” (Optional—only for Web communications) Determine the requirements for integrating the your Web server with the Contact Center Multimedia Web services. For more information, see “Integrating the external Web server” on page 398. For Outbound, e-mail, and Web communications, refer to the Contact Center Manager Installers Roadmap, on the Partner Information Center (www.nortel.com/pic).
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Contact Center Multimedia hardware requirements For Contact Center Multimedia server hardware requirements, see “Server hardware requirements” on page 254. For Contact Center Agent Desktop and Outbound Campaign Management Tool hardware requirements, see “Client hardware requirements” on page 262.
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Windows networking requirements Before you install Contact Center Multimedia, your network administrator must configure your Microsoft Windows network.
Simplest configuration In the simplest configuration, the network administrator adds your Contact Center Multimedia and Communication Control Toolkit servers to the domain forest of the Contact Center Agent Desktops. The following graphic shows a single domain configuration.
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Multiple-domain configuration Optionally, the network administrator can put the Contact Center Multimedia server, the Communication Control Toolkit server, or both, into a different domain than the Contact Center Agent Desktops. However, each of these domains need a two-way trust relationship with the others. If all domains are in the same forest, then a two-way trust is automatically setup between the domains. For example, if you have three domains, one containing your Contact Center Multimedia server, one containing your Communication Control Toolkit server, and one containing your Contact Center Agent Desktops, the following conditions must be true:
The Contact Center Multimedia domain needs a two-way trust relationship with both the Communication Control Toolkit and Agent Desktop Display domains.
The Communication Control Toolkit domain needs a two-way trust relationship with both the Contact Center Multimedia and Contact Center Agent Desktop domains.
The Contact Center Agent Desktop domain needs a two-way trust relationship with both the Contact Center Multimedia and Communication Control Toolkit domains.
A two-way trust relationship between two domains means that members of both domains have access to the resources of the other domain without having to log on to that domain. For example, in a two-way trust relationship between the Contact Center Multimedia and Communication Control Toolkit domains, members of the Communication Control Toolkit domain have access to the resources of the Contact Center Multimedia domain, and members of the Contact Center Multimedia domain have access to the resources of the Communication Control Toolkit domain. For more information about trusts, refer to the Communication Control Toolkit Installation & Maintenance Guide and the Microsoft Web site (www.microsoft.com).
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The following graphic shows a multiple domain configuration.
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Windows configuration checklist When configuring the Microsoft Windows network, the network administrator must complete the tasks in this checklist. For more information about completing these tasks, refer to the Contact Center Multimedia Installation and Maintenance Guide. Configuration task
✓
Configure the Communication Control Toolkit desktop Configure Agent Roaming
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System network configuration This section provides an overview of the Contact Center Multimedia system network configuration. For more information about configuring Contact Center Multimedia, refer to the Contact Center Multimedia Installation and Maintenance Guide and the Contact Center Manager Server Installation and Maintenance Guide.
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Contact Center Multimedia network configuration The following illustration shows a sample Contact Center Multimedia network configuration. CRM
E-mail server MS Exchange, Lotus Domino, and so on. Fax, SMS Gateway Outbound Campaign Manager tool
POP3
WWW
Web Services fo third-party System Integration. Third Party applications (for example CRM and IVR)
Web Services Web Communications External Web Server
SMTP
Contact Center Multimedia server E-mail manager E-mail touch point Auto-acknowledgment /Auto-response Keyword analysis
Contacts database (Geographic redundancy using database shadowing to a remote site)
Contact Center Multimedia web services
Contact manager client Agent user interface Web server
Contact queued
Contact Center Manager Server Open Q Multimedia queuing and routing
Contact scripting and queuing
SOAP/XML (SLL encrypted)
Contact Center Manager Administrating and Reporting Consolidated voice and multimedia skillset/agent reports
Contact Center Agent Desktop
Reporting Statistics stream
Communication Control Toolkit (switch independent Firewall Friendly CTI)
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ELAN Subnet
Unified Admin and Reporting
Contact Center Manger Admin
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CCT
Contact queued (RPC)*
Open Queue
Contact Scripting & Queuing
*Firewall not supported between CCMS and CCMM servers
CMF
Reporting
Contact Center Manger Server
(1972) for reporting
Statistics Stream
Call Server
E-mail Touch Point
Open Queue Client
Routing Switch
80/443
Internet
Firewall (Optional)
Agent Desktop CCAD
SMTP 25 POP3 (110)
SOAP/XML 80/443 Contact pushed to agent via CCT (29373)
CCM Web Services
Agent UI/ Web Server
Contacts Database
Keyword Analysis/ Rules Engine
Auto-Ack/ Autoresponse
Contact Center Multimedia Server
Customer LAN
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Signaling Server
Firewall
MS Exchange, Lotus Domino, etc, Fax, SMS Gateway
E-mail Server
Enterprise LAN / WAN
HTTPS/HTTP
Web communication server
3rd Party App (CRM/IVR)
External Web server
Outbound Campaign Manager Tool
CRM
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Contact Center Multimedia port requirements The following diagram shows an overview of the TCP ports required for Contact Center Multimedia.
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Contact Center Multimedia ports Port
Host
1972
Contact Center Contact Center Multimedia Server Manager Administration Server
Contact Center Port opened on Multimedia Cache database for database reporting
110
E-mail server
E-mail Manager
E-mail server POP3
Receiving e-mail
995
E-mail server
E-mail Manager
POP3 over SSL (optional)
Receiving secure e-mail (optional)
25
E-mail server
E-mail Manager
SMTP
Sending e-mail
80
Contact Center Any Web services SOAP protocol Multimedia Server client (Contact Center Agent Desktop, OCMT, and third-party Web services
Accessing http Web services
443
Contact Center Contact Center Multimedia Server Agent Desktop
SOAP over SSL
Accessing encrypted (https) Web services (optional)
Communication Control Toolkit
Remote access from clients to Communication Control Toolkit server (for Contact Center Agent Desktop application)
29373 Communication Control Toolkit Server
Client
Network interface
Contact Center Agent Desktop
Functionality
All the listed ports are configurable.
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Bandwidth recommendations Nortel recommends that the average Nortel server subnet usage not exceed 30 percent of the total bandwidth. This includes all the traffic (even customer traffic). The e-mail servers can be remote, but, if they are, the latency and bandwidth of the connection to these servers result in slower throughput of the overall system.
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Calculating disk storage requirements This section lists the database files used by Contact Center Multimedia and provides database capacity calculations. For more information about database requirements, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide.
Required database files When you install the Contact Center Multimedia server component, you install the files required to operate the database. These files include:
CACHE.DAT in the Nortel\Contact Center\MMDatabase folder. This stores the Contact Center Multimedia data.
Nortel\Contact Center\Journals folder is created at install time. This folder contains the Database Journal Files, these are used for Geographic Redundancy.
Nortel\Contact Center\ShadowJournals folder is created at install time. This folder is used if Geographic Redundancy is configured and this server is running as the Redundant server.
During the installation you can select the drive letter that these folders or files are on. The folder information is fixed. The CACHE.DAT file grows dynamically as the volume of data in the database grows. Initially it is just under 45 MB. One million contacts take approximately 20 GB of space. The Journal files are deleted after seven days. Therefore, the maximum size of this folder is determined by the number of contacts that arrive in a seven-day period. The space taken is in proportion with the one million available contacts in 20 GB space.
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Transaction log size Transaction records are stored in the SWCP_logdev.da file. This file is 10 GB in size, and holds up to 750,000 transactions. Nortel recommends that you purge the database when the Dashboard utility warns you that the database is at 80 percent capacity.
E-mail attachment storage E-mail attachments are stored in the attachment folder. The disk space required to store attachments is calculated as Disk = * * *
space for e-mail attachments in MB number of e-mails per day percent with attachment average attachment size in MB number of days before purging
Example Following is the disk storage calculation for a contact center that receives 9000 e-mail every day, where 30 percent of the e-mail have an attachment averaging 0.5 MB in size, and attachments are stored for 10 days before they are deleted. Disk space for e-mail attachments in MB = 9 000 * 0.02 * 0.5 * 10 = 900 MB
Maximum number of days before purging or archiving The maximum number of days before you must purge or archive the database can be determined given the total amount of disk space in GB available (TGA):
where
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ndpMax is the maximum number of days before you must purge or archive the database
ntx is the number of transaction records per day Contact Center Manager
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nts is the number of text chat sessions per day
nemd is the number of e-mail sessions per day, which is calculated as (# of e-mail/agent/day)*(# of agents)
is the ceiling function (least integer greater than or equal to the expression)
2,000,000 represents the 2 GB allocated for the e-mail attachments
Notes: 1.
Remember that when you purge the database, you permanently remove the information from the database.
2.
You can use the Dashboard utility to monitor the services in your system. For more information, refer to your Contact Center Multimedia Installation and Maintenance Guide.
Example If, on an average daily basis, there are 20,000 transaction records, 4000 text chat sessions, and 5000 e-mail sessions with no attachments, the maximum number of days that can be tolerated before purging for a 10 GB (10.24) disk space availability is given as
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Integrating the external Web server Before you install the Contact Center Multimedia components on the External Web server, you must consider the following:
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Web traffic estimates (including LAN traffic)
Contact Center Multimedia provides a sample customer interface. You must have a Web designer modify and integrate your Web site to enable transactions to enter Contact Center Multimedia. For more information, refer to the Contact Center Multimedia Installation and Maintenance Guide.
Contact Center Multimedia Web server integration with the Contact Center Multimedia server is through HTTP protocol, which is transported through Port 80 or Port 443 if though SSL. These are standard ports and do not need any special firewall configuration.
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Engineer Communication Control Toolkit In this chapter Overview
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Hardware requirements
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Operating system configuration requirements
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Capacity
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Guidelines to minimize capacity requirements
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Client requirements
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Communication Control Toolkit and ICM configuration
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Overview You must ensure that the platform on which you plan to install Communication Control Toolkit satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Hardware requirements For a list of Communication Control Toolkit hardware requirements, see Chapter 12, “Hardware requirements”.
CPU requirements Communication Control Toolkit requires a processor from the Intel Pentium suite. For optimal performance, average CPU use must not exceed 70 percent over an interval of 20 minutes. It is expected and normal for CPU use to exceed 70 percent (with use as high as 100 percent) for short periods. As the number of agents, number of resources, and call loads increase, the speed of the processor required to maintain average CPU use below 70 percent also increases.
Hard disk requirements Communication Control Toolkit requires at least 2 GB of hard disk space for installation. The Communication Control Toolkit installer requires a minimum of 128 MB free on the C drive, regardless of the location of the target installation drive. This minimum size is due to the installer requiring a temporary directory on the C drive from which to work. When you install the Communication Control Toolkit server, ensure that you have enough space allocated for the Communication Control Toolkit database. The Communication Control Toolkit database is installed on the default drive in the Program Files\Microsoft SQL Server\MSSQL$VCNNCCTDB directory. You must have a minimum of 68.1 MB in this directory to install the Communication Control Toolkit database; however, the database can reach a maximum size of 2 GB.
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Memory requirements The following section details the RAM requirements and paging file size recommendations for Communication Control Toolkit. RAM requirements Communication Control Toolkit requires at least 1 GB of RAM. Additional RAM may be required for systems with a greater workload. To determine whether the amount of memory on your platform is adequate for your workload, use the Windows Performance Monitor. During steady state operation, the average value of the pages per second counter for a 20-minute period must not exceed 5. If it does, increase RAM and adjust the paging file size (see “Paging file” on page 403). You can use more than the recommended amount of RAM, but allow additional disk space to accommodate the increase in size of the paging file (see the following section). Paging file The following table shows the default paging file sizes set during the Windows installation.
Server RAM size
Minimum paging file size
Maximum paging file size
2 GB or greater
2 GB
2 GB
For a system with 2GB of RAM, the default minimum paging file size is 2 GB and the default maximum paging file size is 2 GB. To optimize performance, however, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Therefore, Nortel recommends that both the minimum and maximum paging file sizes be set to 2 GB. If any of the following conditions apply, the default system complete memory dump is not generated when the system stops unexpectedly:
You are using multiple paging files distributed over separate disks.
The paging file is not on the system boot drive (C drive).
Physical RAM size is larger than 2 GB.
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To ensure that a complete system memory dump can be generated, Nortel recommends that:
the paging file size not exceed 2 GB.
the paging file resides on the C partition.
Modems Communication Control Toolkit does not run on a server with a modem connected. Therefore, do not install a modem on the Communication Control Toolkit server. To enable remote support for the server, set up a Remote Support VPN (see Chapter 29, “Remote support with a VPN”).
Server location The physical location of the Communication Control Toolkit server depends on the type of connection you require. In a contact center or self-service environment, the server must be collocated with Contact Center Manager Server. In a knowledge worker environment, the server must be collocated with the telephone switch.
Backup, disaster recovery, and solution redundancy A backup tape drive is not a requirement for Communication Control Toolkit. You can use a hardware-RAID solution if it does not have a negative impact on Communication Control Toolkit performance. If you encounter issues with a hardware-RAID solution, refer to the RAID vendor. Software-RAID solutions, such as the one available from Microsoft, are not supported. If you require a hardware-redundant solution, it must be tested by one of the following:
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verification testing by a Nortel Packaged Services group
compatibility testing through the Nortel Developer Program
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For information, refer to your Nortel representative or visit the Nortel developer program Web site at www.nortel.com/developer. Communication Control Toolkit does not support Microsoft clustering because the software is currently not cluster aware. Backing up and restoring TAPI files For historical and data recovery purposes, backing up TAPI files may be required in order to retain your TAPI data and configurations. For procedures to back up and restore the TAPI database (m1spdb.mdb) and the TAPI tsec.ini files, refer to the Communication Control Toolkit Installation and Maintenance Guide.
Phone set considerations If your telephone set supports Auto Hold Allowed (AHA), Multiple Appearance Reduction Prime (MARP), Multiple Appearance Directory Number (MADN), or Call Forwarding, you must disable the configurations. These configurations are not supported in Communication Control Toolkit 6.0. If you set call forwarding in the Communication Control Toolkit Client software, you can use the call forwarding feature.
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Operating system configuration requirements For a list of Communication Control Toolkit operating system requirements, see Chapter 12, “Disk partitioning requirements”.
Domain considerations The server cannot be a domain controller. It can be a stand-alone server within a domain.
Remote Access Services Communication Control Toolkit does not run on a server if RAS is configured or there is a modem connected. Therefore, do not configure RAS or install a modem on the Communication Control Toolkit server. Notes:
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1.
If Remote Access Services is installed, the service must be disabled.
2.
Remote support with a directly connected modem is not possible. Nortel recommends a Remote Support VPN be implemented for Communication Control Toolkit (see Chapter 29, “Remote support with a VPN”).
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Capacity The performance of the Communication Control Toolkit server depends on a number of factors, including:
number of resources (terminals, addresses, and users)
number of clients
number of calls per hour, call duration, and call complexity—transfers, conferencing, and attached caller-entered data all increase call complexity, and, therefore, the resources required to process a call
amount of call-attached data (see the following section)
hardware configuration (processor speed, memory, and disk space available) For more information about hardware platforms, see “Hardware requirements” on page 402.
debugging and logging activities
type of solution (Communication Control Toolkit, IPML, or both) A system running both Communication Control Toolkit and IPML requires more system resources than a system running only Communication Control Toolkit or IPML.
To calculate the hardware requirements for your environment, use the CapTool application. For more information, refer to the CapTool User’s Guide. Call-attached data The amount of data attached to a call has a significant impact on performance. Attached data that affects performance includes both Communication Control Toolkit data and IVR data. Communication Control Toolkit handles a maximum of 4096 bytes of attached data (Communication Control Toolkit + IVR) per call. The default call data size per call is 512 bytes. To optimize performance, use the TAPI Service Provider database utility to set the call data size to match your
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actual call data requirements (for detailed instructions, see the Communication Control Toolkit Installation & Maintenance Guide). If the call data size is set higher than your requirements, performance suffers because unnecessary memory is allocated for each call. ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Debugging activities There are four main logging sections in Communication Control Toolkit:
Communication Control Toolkit Server logging
Communication Control Toolkit Connector logging
Snap-in logging
Data Access Layer logging
Each section has a number of logging levels:
Communication Control Toolkit Server logging Trace Service Provider Events Trace Client Session Events Trace CMF Events Enable Debug Logging
Communication Control Toolkit Connector, Snap-in, and Data Access Layer logging Verbose Information Warning Error Critical
The logging level of each section is independent. You set the logging level for the Snap-in to Verbose and the logging level for the Connector to Critical.
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You configure logging levels using the Communication Control Toolkit Configuration Tool. If the logging level is set to
then these message levels are output
Verbose
All
Warning
Warning, Error, and Critical
Error
Error and Critical
Critical
Critical
Messages are written to the Communication Control Toolkit Logging Utility, CCTDBM.exe. Each Communication Control Toolkit main component (Communication Control Toolkit, Communication Control Toolkit Connector, Communication Control Toolkit Snap-in, and Communication Control Toolkit Data Access Layer [DAL]) writes to its own instance of the Communication Control Toolkit Logging Utility. Therefore, if logging is enabled only for Communication Control Toolkit Connector, only one instance of the Communication Control Toolkit Logging Utility runs. However, if logging is enabled for all of the four main components, four instances of the Communication Control Toolkit Logging Utility run, one for each section. The Communication Control Toolkit Logging Utility can store messages to a file; it can write messages to the screen without saving them to file; or it can write messages to both the screen and a file. The Communication Control Toolkit Logging Utility consumes Communication Control Toolkit server CPU. CPU use increases as the number of messages output increases. To reduce CPU use, follow these guidelines:
Log only to a file. Logging to the screen and to a file is acceptable at low call rates, but as the call rate increases, this process consumes more CPU resources. Logging to the screen is CPU-intensive, and as messages cannot be read at high call rates (they scroll too quickly), it is better to log directly to a file.
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Enable logging only for relevant sections. For example, if you are writing a Communication Control Toolkit client application, you need to enable logging only for the Communication Control Toolkit server.
Always use the appropriate logging level. For example, if you are writing a Communication Control Toolkit client application, you need to enable only the Trace Service Provider Events and Trace Client Session Events levels for the Communication Control Toolkit server.
You must provision your server for the Communication Control Toolkit Logging Utility application at peak times, with all applications running, without exceeding the 70 percent CPU use guideline. For more information about capacity limits, see “Product limits” on page 588.
CTI application performance impact MLS can be used in a contact center environment. It is an intelligent signaling link offering computer-telephony integration (CTI) applications access to Communication Server 1000/Meridian 1 PBX call processing functions. If you use Meridian Link Services (MLS) with Communication Control Toolkit, there is an impact on Contact Center Manager Server performance.
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Guidelines to minimize capacity requirements The engineering models used to calculate the capacity requirements of your contact center assume that you follow certain guidelines to minimize the load on your server.
Steady state operation Steady state refers to an operational state in which average values of the capacity parameters do not change with time. For example, CPU use may vary widely at different consecutive time intervals; however, if you examine the average values of CPU use taken over consecutive 20-minute intervals, during a period of steady state operation, these average values are approximately the same.
Guidelines for steady state operation To ensure trouble-free operation of the server, adhere to the following guidelines for steady state operation:
Processor CPU—Average CPU use over an interval of 20 minutes during the peak hour under steady state operation must not exceed 70 percent.
Server RAM memory—Average pages per second (found in the Memory Object of the Performance Monitor) over an interval of 20 minutes during the peak hour under steady state operation must not exceed 5.
Server virtual memory—Committed Bytes (found in the Memory Object of the Performance Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—For optimal performance, you must adhere to the Microsoft recommendations for physical RAM and virtual memory sizing. For more information, see “Memory requirements” on page 403.
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Nortel server subnet network traffic—Average Enterprise IP network use must not exceed the limit specified on page 534 (for a contact center or selfservice environment), or on page 524 (for a knowledge worker environment).
ELAN subnet traffic—In a knowledge worker environment, average ELAN subnet use must not exceed the limit specified on page 524.
Communication Control Toolkit provides a number of import utilities. Do not use these utilities while the Communication Control Toolkit server is operating in a steady state. Use them only during initial configuration of the Communication Control Toolkit server or when the Communication Control Toolkit server is offline.
Guidelines for non-steady state operations Non-steady state processes can impact the steady state call processing activity of the server. To minimize their impact, Nortel recommends a number of restrictions:
All non-steady state processes Run only one non-steady state process at any given time.
Database backup Perform database backups during off-peak hours.
Checking files for viruses Perform this activity during off-peak hours. For more details, see the Contact Center Manager Server Installation and Maintenance Guide, available on the Partner Information Center (www.nortel.com/pic).
When employing the Communication Control Toolkit Configuration Tool to do a Data Import from the telephone switch dump, ensure that the following services are stopped:
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ACDProxy
Telephony Service
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When operating any of the import utilities in the Communication Control Toolkit snap-in to import resources into Communication Control Toolkit, ensure that the following services are stopped:
NCCT Server
NCCT Communication Control Toolkit Connector Service (if installed)
Nortel Networks MPS Manager (if installed)
Nortel Networks RSH Daemon (if installed)
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Client requirements The application developer must specify the requirements of the Communication Control Toolkit client PC. Communication Control Toolkit clients must meet the following minimum requirements. Operating system Communication Control Toolkit supports applications running on a Platform Vendor Independent client running one of the following operating systems:
Microsoft Windows XP Professional
Windows Server 2003 (Standard Edition or Enterprise Edition)
Hardware requirements The client PC must meet the minimum requirements of the operating system.
Port requirements Communication Control Toolkit clients use a single port for communication with the Communication Control Toolkit server. By default, this port is 29373; however, the port number is configurable (for detailed instructions, see the Communication Control Toolkit Installation & Maintenance Guide). If you are using a firewall, ensure that this port is open.
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Communication Control Toolkit and ICM configuration Only one of the following voice capable service providers can be installed in a Contact Center 6.0 Communication Server 2x00/DMS solution:
Communication Server 2x00/DMS (voice)—Knowledge Worker
Communication Server 2x00/DMS (voice)—Contact Center
In a multimedia Contact Center solution, Communication Control Toolkit requires a logical connection to the Open Queue on Contact Center Multimedia. For more information about Open Queue, refer to “Hardware requirements” on page 218. The Open Queue connector requires either a SIP or CCT service provider.
High level overview These are the basic steps to configuring the Communication Control Toolkit for a Communication Server 2x00/DMS telephone switch. 1.
Configure the Communication Control Toolkit required components:
LinkPlexer 6.0 CCT 6.0 IVR-CTI (if it has been installed)
2.
Configure the Contact Center License Manager to use the Communication Control Toolkit enabled license.
3.
Configure the Communication Control Toolkit:
Configure server parameters (secure by default) Add users—manual or import Add Contact Center users —manual or import Add terminals—manual or import Add addresses—manual or import Create groups—optional and advisable
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Add workstations—optional and manual or import Assign users, terminals, addresses and (optional) workstations
LinkPlexer is still a pre-requisite if you configure more than two ICM applications.
Communication Control Toolkit for Communication Server 2x00/DMS platform requirements For the basic platform requirements for installing Communication Control Toolkit for Communication Server 2x00/DMS, refer to the Communication Control Toolkit requirements in Chapter 12, “Communication Control Toolkit.” In addition to those requirements, perform the following procedures. Installing the SNMP Service 1
Open the Windows Components Wizard. a. Select Start > Settings > Control Pane. b. Select Add/Remove Programs. c. Select Add/Remove Windows Components.
2
In Components, select Management and Monitoring Tools (but do not select or clear its check box)
3
Select Details.
4
Select Simple Network Management Protocol check box and select OK.
5
Select Next.
Installing the License Manager server, if not already available The License Manager server can be installed on the Contact Center Manager Server or Communication Control Toolkit server or standalone in the network. The following conditions apply:
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Communication Control Toolkit can use the MPS 3.0 License Manager if a Contact Center 6.0 version is not available.
Service providers are installed as part of Communication Control Toolkit installation. Contact Center Manager
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Installing LinkPlexer Check if the solution requires LinkPlexer 6.0. If it is not already available, then install it. LinkPlexer 6.0 can be co-resident with Communication Control Toolkit 6.0 with TCP/IP connections, but cannot be coresident with Communication Control Toolkit 6.0 with X.25 connections. Installing Communication Control Toolkit The installation process for Communication Control Toolkit allows you to choose between the following CTI environments:
Contact Center (ACD) Knowledge Worker
Following the instructions in the Communication Control Toolkit Installation & Maintenance Guide.
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Contact Center Manager
Chapter 21
Engineer a replication server In this chapter Overview
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How Contact Center Standby Server works
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Agent status during a switchover
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Initializing the Standby Server database
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Switchover options
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Stable Queue
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Requirements
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Overview The Contact Center Standby Server feature supports a warm standby configuration so that the backup server (Standby Server) can run your contact center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server the same as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the telephone switch. If the Active Server fails, or if you decide to stop its service for a while, the Standby Server will take over operation of the contact center. This avoids costly down-time for the contact center. You can use the Contact Center Standby Server feature with Contact Center Manager Server nodal servers. The Contact Center Standby Server feature uses Sybase Replication Server product to maintain a pair of Contact Center Manager Server databases—an Active Server database and a Standby Sever database. The Active Server database belongs to the Active Server, while the Standby Server database belongs to the Standby Server. The Replication Server runs on a dedicated server that is separated from either the Active Server or the Standby Server. During normal call processing, the Active Server regularly updates its database. The Replication Server copies the database updates to the Standby Sever database. The Replication Server updates the Standby Server database in the same manner as the Active Server updates its database to maintain consistency between the databases. ATTENTION
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Co-residency is not supported in Contact Center Standby Server. You cannot install a Standby Server for an Active Server with Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit.
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Enhanced switchover No configuration of Contact Center Manager Server computer names or IP addresses is required during the switchover.
Automatic switchover You can use the Automatic Switchover option to switch over to the Standby Server without any user intervention. The automatic switchover is limited to the operation of the Standby Server and does not take into account additional application servers such as Contact Center Manager Administration, Contact Center Multimedia, and CallPilot. Nortel recommends that you use one of the manual switchover options for Campus Redundancy. For more information, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. You configure this option on the Replication Server.
Alarms and events for the Replication Server and Contact Center Manager Server A new alarm is added on Contact Center Manager Server to alert the administrator when the connection between the Active Contact Center Manager Server and the Replication Server is disrupted.
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Geographic redundancy A Geographic Redundancy solution consists of a Primary and a remote Secondary site. All equipment at the Primary site is duplicated at the Secondary site including Contact Center Manager Server, Contact Center Manager Administration, switch, Contact Center Multimedia, Communication Control Toolkit, CallPilot, and so on, as applicable. The Primary and Secondary sites are connected using the enterprise WAN. Each Contact Center Manager Server is connected to its local CS 1000 server. The Replication Server replicates the database transactions between the Primary Contact Center Manager Server and the Secondary Contact Center Manager Server.
Campus redundancy Campus Redundancy solution consists of a Primary Contact Center Manager Server, a Secondary Contact Center Manager Server, and a Replication Server. The servers are co-located in the same physical location and on the same network subnet. The Primary and Secondary Contact Center Manager Servers can be connected to the same, or separate, switch, and co-located in the same physical location on the same network subnet. The Replication Server replicates the database transactions between the Primary Contact Center Manager Server and the Secondary Contact Center Manager Server. In normal operation the Secondary Contact Center Manager Server is not operational. 422
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The warm standby configuration is one to one. The Primary Contact Center Manager Server replicates to only one Secondary Contact Center Manager Server. Each Primary and Secondary Contact Center Manager Server are configured with a unique computer name and Nortel server subnet IP address. Each Contact Center Manager Server is configured with a unique ELAN subnet IP address (optional).
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How Contact Center Standby Server works The Contact Center Standby Server feature consists of the following seven components: 1.
Active Server database
2.
Standby Server database
3.
Replication Agent
4.
Transaction log
5.
Replication Server
6.
Stable Queues
7.
Replication Server database
Active Server database Users generally use the Active Server database in daily operation. Contact Center Manager Server clients connect to the Active Sever database and update the database tables. Such clients include Contact Center Manager Server applications that run on the server, as well as Contact Center Manager Server clients that connect to the server.
Standby Server database Contact Center Manager Server clients do not update the Standby Server database. The Replication Server updates the Standby Server database, performing updates that are identical to updates performed by clients on the Active Server database. The Standby Server database is part of the Standby Server Contact Center Manager Server application. Also, no Contact Center Manager Server applications or clients are connected to the Standby Server.
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Replication Agent The Replication Agent is a Sybase thread that runs on the Active Server. The Replication Agent connects to the Replication Server as a client and sends transactions performed on the Active Server database to the Replication Server. The Replication Agent sends the transactions to the Replication Server in real time and in the same order as the transactions are performed on the active database.
Transaction log Each database has an associated transaction log in the Contact Center Manager Server database. This log maintains a record of each transaction that occurs in its associated database. The Replication Agent scans this log and passes transactions to the Replication Server.
Replication Server The Replication Server is a Sybase database application that runs on the Replication Server machine. The Replication Server receives transactions from the Replication Agent on the Active Server. The Replication Server then stores the transactions in a Stable Queue that resides on the Replication Server machine. The Replication Server connects as a client to the Standby Server using a Data Server Interface (DSI) connection. The Replication Server reads the transactions from the Stable Queue and then executes the transactions on the standby database. Transactions remain in the Stable Queue until the Replication Server executes the transactions on the Standby Server database.
Stable Queues Stable Queues are queues where the Replication Server stores transactions destined for the Standby Server database. Transactions remain in a Stable Queue until the Replication Server executes them on the standby database. If the connection to the Standby Server database is interrupted, the transactions from the Active Server database are stored in the Stable Queue until the connection to the Standby Server database is restored. The Stable Queues reside on a dedicated disk device.
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To calculate the stable queue size for the Replication Server, see the Contact Center Manager Server CapTool, available on the Partner Information Center Web site (www.nortel.com/pic).
Replication Server database The Replication Server database is a Sybase database that stores Replication Server configuration data, such as data about which servers are part of a Warm Standby configuration (which server is currently in active mode, and which server is in standby mode). The Replication Server connects to the Replication Server database. The Replication Server database does not store Contact Center Manager Server data.
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Agent status during a switchover When the Active Server goes down, the agents continue to be connected to the current call presented to them through Contact Center Manager Server skillbased routing. Subsequent calls are plain ACD calls and are presented to their set Default Queue. The agents do not need to log on and are only aware that Contact Center Manager Server is out of service based on information on their set displays. No skillset information is displayed on the set when calls are presented. When the Standby Server comes back up, the ASM starts on the new Active Server and the TNs are acquired. The agents continue to be connected to the current call presented to them through ACD, until the call is released. When the call is released, the agent’s set logs out, Set Busy appears on the display, and the MakeSetBusy key lamp is activated. The agents must log back in to handle Contact Center Manager Server skillset calls.
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Initializing the Standby Server database When configuring a Warm Standby system, and before replication begins, you must initialize the Standby Server database so that it is identical to the Active Server database. Initializing the Standby Server database involves backing up the Active Server database and restoring the backup on the Standby Server database. This method allows the Active Server to continue operating while the Warm Standby system is configured. Database updates continue in the Active Server database as part of normal call center operations before and after the database backup is created on the Standby Server. In such a scenario, it is important that database updates included in the database backup and restore are not replicated to the Standby Server, as this can cause errors in the Standby Server database. The Replication Server has a mechanism that distinguishes between transactions that occurred before the database backup was created and transactions that occurred after. The Replication Server uses a system of markers to distinguish between transactions that occurred before the database backup was created and transactions that occurred since.
Log grows Enable marker
Included in backup, and loaded in the standby database
Dump marker When a Warm Standby system is Applied to the configured, the Replication Server writes standby database an enable replication marker into the Active Server database transaction log. The Active Server writes a dump marker onto the Active Server database transaction log when a database backup is created.
The Replication Agent on the Active Server scans transactions in the transaction log, including the markers, and sends them to the Replication Server. The Replication Server starts replicating transactions to the Standby Server when it receives the first dump marker after it receives the enable replication marker.
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Additional Information Additional Sybase Replication Server documentation is available on the Sybase Web site (www.sybase.com). For more information on Standby Servers, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Switchover options There are two switchover options used with Standby Server.
Option One—Option One switchover is invoked manually, or it is used in conjunction with the Automatic Switchover option if it is enabled. This option configures the Standby Server for use and launches its Contact Center Manager services without further user intervention. Use Option One for Geographic Redundancy scenarios. You can also use Option One for Campus Redundancy scenarios if you are updating Nortel or third-party applications with the address of the Standby Server, and doing so does not involve significant overhead.
Option Two—Option Two switchover is invoked manually only. If you use Option Two, you must change the computer name and Nortel server subnet IP address on each server during switchover. The remaining steps are automated. Use this method for Campus Redundancy scenarios where updating Nortel third-party applications with the address of the Standby Server involves significant overhead.
ATTENTION
If the Active and Standby Servers are members of a Windows domain, it is necessary for the Domain Administrator to remove the Standby Server computer name from Active Directory Users and Computers on the Domain Controller. You can then change the name of the Standby Server to that of the Active Server.
Stage One and Stage Two During the switchover procedure, this document refers to Stage One and Stage Two. Stage One is complete when the Standby Server is active and running the Contact Center. At this point the Active Server is neither in active nor standby mode. Stage Two is complete when the Active Server is set in standby mode and data is replicated from the Standby Server to the Active Server.
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When Stage One is complete, decide when and if to proceed to Stage Two. This depends on the outage scenario. At the end of Stage One, you must check the multicast configuration on the Standby Server, otherwise Real-Time Displays (RTD) do not work. If this is the first time the Standby Server is configured as active, the multicast is not configured because it is not retained in the database restore procedure. To check the multicast configuration, go to Programs > Nortel Contact Center > Manager Server > Multicast Stream Control and Programs > Nortel Contact Center > Manager Server > Multicast Address and Port Configuration.
Outage scenarios Three outage scenarios are documented for each option.
Planned outage—Use this procedure in the event of a planned outage due to testing in the lab or at a customer site. You can continue to Stage Two immediately after Stage One is complete.
Short-term failure—Use this procedure in the event of a short-term failure or shutdown. You do not necessarily continue to Stage Two immediately after Stage One is complete. First, you must decide whether to remove the Warm Standby configuration. Decide based on the size of the Stable Queue. After Stage One of the switchover is complete, the Standby Server replicates transactions to the Replication Server. The transactions are buffered in the Stable Queues on the Replication Server. If the outage of the Active Server is likely to approach or exceed the worstcase duration provided for by the Stable Queues, remove the Warm Standby configuration. The Standby Server operates in the nonredundant mode until the Active Server is recovered; you can reconfigure the Warm Standby configuration. If the outage of the Active Server does not exceed the worst-case duration provided for by the Stable Queues, when the Active Server is recovered, you can continue with Stage Two of the switchover procedure.
Long-term failure—Use this procedure in the event that the Active Server suffers a long-term or permanent outage or shutdown. You do not continue to Stage Two immediately after Stage One is complete. You must remove the Warm Standby configuration for the Standby Server.
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When a new platform for the Active Server is available, you can reconfigure the Warm Standby configuration. Initially the Standby Server operates in active mode; therefore you must use the switchover utility to switch the recovered Active Server to active mode.
Host Name The Active host name is the host name originally configured on the Active Server. The Standby Server is configured with a separate host name. Other Contact Center components, such as Contact Center Manager Administration and Contact Center Multimedia, connect to the Active Server using the Active host name. When you use the Option One switchover, each physical server keeps its original host name. You must reconfigure the other Contact Center components to point to the Standby Server host name. When you use the Option Two switchover, you must reconfigure the Standby Server with the Active host name during the switchover. The other Contact Center components continue to use the same Active Server host name that they used before the switchover.
Nortel server subnet IP address Use only one active Nortel server subnet IP address with the Active Server for Contact Center Manager Server. The active Nortel server subnet IP address is the Nortel server subnet IP address that you originally configured on the Active Server. Components, such as Contact Center Manager Server, that are connected to the Nortel server subnet always connect to the Active server using the active Nortel server subnet IP address. When you use the Option One switchover, each physical server keeps its original Nortel server subnet IP address. You must reconfigure the other Contact Center components to point to the new Standby Server IP address. When you use the Option Two switchover, you must reconfigure the Standby Server with the active Nortel server subnet IP address during the switchover. The other Contact Center components continue to use the Nortel server subnet IP address that they used before the switchover. 432
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ELAN subnet IP address (optional) You can configure the Active and Standby Servers with unique or identical ELAN subnet IP addresses. If your system includes entities that are configured with the ELAN subnet IP address, for example CS 2x00/DMS, you must configure the Standby Server with the same ELAN subnet IP address as the Active Server. If you configure the Active and Standby Severs with the same ELAN subnet IP address, you need to disconnect the Active Server from the ELAN subnet if the ELAN subnet IP address was configured in DNS.
License Manager You must install the License Manager on the Active Server and on the Standby Server. After the switchover is complete, the License Manager on the Standby Server is left running. If you are using corporate licensing, Nortel recommends that you do not install the backup License Manager on the Standby Server. In this scenario, install the backup License Manager on a separate computer.
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Stable Queue A Stable Queue is a buffer where the Replication Server stores transactions destined for the Standby Contact Center Manager Server database. Transactions remain in the Stable Queue until the Replication Server executes them on the Standby Contact Center Manager Server database. If the connection to the Standby Contact Center Manager Server database is interrupted, the transactions from the active server database are stored in the Stable Queue until the connection to the Contact Center Standby server database is restored. The Stable Queue resides on one or more dedicated disk devices. The size of the Stable Queue is influenced by the following factors:
The volume and size of transactions received from the Primary Contact Center Manager Server
The likely worst-case duration of any disruption to the DSI connections to the Secondary Contact Center Manager Server
In planning a worst-case duration, this does not mean that the Stable Queue are allowed to fill to its capacity if the DSI be disrupted for some period. It is still important to resolve the cause of the DSI problems as quickly as possible; a large Stable Queue allows more time for this. A large number of transactions buffered in the Stable Queue introduces a temporary latency in the replication system. The Secondary Contact Center Manager Server database is consistent with the Primary Contact Center Manager Server database until all the transactions buffered in the Stable Queue are executed. At the same time new transactions may continue to be added to the Stable Queue from the Primary Contact Center Manager Server. If the Replication Server cannot send transactions to the Secondary Contact Center Manager Server faster than they are arriving, after following a lengthy disruption to the DSI connections, the replication system has a persistent latency. A large number of transactions buffered in the Stable Queue also impacts the time taken to switch over to the Secondary Contact Center Manager Server. This is because the Replication Server must apply all transactions from the Stable Queue to the Secondary Contact Center Manager Server database before it can complete the switch over.
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Calculating Stable Queue size You must determine the amount of disk space required for the Stable Queue. To do so, use the CapTool, available from the Partner Information Center Web site (www.nortel.com/pic).
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Requirements For information about hardware requirements, see “Hardware requirements” on page 329. For information about disk partitioning requirements, see “Disk partitioning requirements” on page 333. For information about operating system requirements, see “Operating system requirements” on page 336. For information about third-party software requirements, see Note 1:“The 64-bit version is not supported.” on page 336.
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Chapter 22
Engineer a co-resident server In this chapter Overview
438
Supported co-resident configurations
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Supported co-resident upgrade procedures
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Hardware requirements
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Limitations of a co-resident server
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Overview You must ensure that the platform on which you plan to install a co-resident configuration satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Supported co-resident configurations In Contact Center Manager Release 6.0 or later, you can install the following software on the same server:
Contact Center Manager Server
License Manager
Contact Center Manager Administration
Communication Control Toolkit (optional)
Server Utility (you can install the Server Utility with Contact Center Manager Server or stand-alone)
ATTENTION
For migrations and upgrades, you must select the same switch type on the new configuration that was associated with the old configuration. For example, if you have a co-resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot upgrade to a co-resident 6.0 configuration with a CS 2x00/ DMS or SIP switch.
The following conditions apply:
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You can only install the Communication Control Toolkit on a server on which you have already installed Contact Center Manager Server and Contact Center Manager Administration. You cannot install Communication Control Toolkit on the server if you do not have both Contact Center Manager Server and Contact Center Manager Administration installed.
If you have Contact Center Manager Server and Server Utility installed on the same computer, and then you install Contact Center Manager Administration, you must uninstall the Server Utility before you install Contact Center Manager Administration, and then reinstall it after you install Contact Center Manager Administration.
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For migrations and upgrades, you must select the same switch type on the new server that was associated with the old server. For example, if you have a co-resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot upgrade to a co-resident 6.0 configuration with a DMS or SIP switch.
Co-resident matrix - supported combinations Contact Center Manager
License Manager
Contact Center Manager Communication Administration Control Toolkit
✔
Server Utility
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔ ✔ ✔
✔ = Supported Combination You cannot install Contact Center Multimedia and Replication Server coresident with any other server application. You must install the Contact Center components in order from left to right. Planning and Engineering Guide
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Methods of server installation How you install the server software depends upon the environment in which you are working. Method
Requirements
Run the installation program Keyboard, mouse, and monitor attached to the server. from the Contact Center Release 6.0 DVD-ROM. Use the DVD-ROM drive that is part of the hardware platform. Run the installation program Keyboard, mouse, and monitor attached to the server. from a remote DVD-ROM drive Supported only if the remote PC is running Windows that is accessible over the LAN. 2000 Server or Professional, Windows Server 2003 Nortel does not recommend this Enterprise or Standard, or Windows XP Professional. method, as network traffic can The path name of the drive that contains the DVD interfere with proper installation. cannot contain spaces or underscores, and must be a mapped drive using a drive letter, for example, Z:\. Keyboard, mouse, and monitor attached to the server. Run the installation program from a remote hard disk copy of A copy of the DVD on a remote hard disk (accessible the installation DVD. over the LAN from the Contact Center Manager Nortel does not recommend this Server). method, as network traffic can The path name of the directory that contains the copy interfere with proper installation. of the DVD cannot contain spaces or underscores, and must be a mapped drive using a drive letter, for example, Z:\CCM.
Installation order When you install co-resident applications, the installation order is important. You must always install the Contact Center Manager Server software first, followed by the License Manager, Contact Center Manager Administration, Communication Control Toolkit (if applicable), and then the Server Utility.
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You do not have to install all co-resident software at once. Instead, you can install one component, and then install the next component later if you want to work with a co-resident server. For example, you can install Contact Center Manager Server, and then, when the Contact Center Manager Server installation is finished, choose Cancel in the window that asks if you want to proceed with the co-resident installation. When you want to install Contact Center Manager Administration on this server, insert the Contact Center Manager installation DVD to begin the installation. During the operating system installation, you can to add the server to an existing Active Directory domain. Do not add the server to the domain during the operating system installation. Add the server to the domain after you install the operating system, Contact Center Manager Server, and Contact Center Manager Administration. If you plan to install a co-resident server that includes a Communication Control Toolkit server, then add the server to a domain after you install the Communication Control Toolkit software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you chose to install a co-resident configuration, then you cannot delay installing Contact Center Manager Administration (and Communication Control Toolkit, if applicable) as this entails having Contact Center Manager Server running on a server that is not part of a domain. Instead, you must install Contact Center Manager Administration (and Communication Control Toolkit, if applicable) directly after Contact Center Manager Server so that you can add the server to the domain immediately after the installation.
Installation tips Follow for more information about the installation and configuration for each software program:
For information about Contact Center Manager Server, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Server Installation and Maintenance Guide for the coresident server.
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For information about Contact Center Manager Administration, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
For information about installing and configuring Communication Control Toolkit, refer to the Nortel Communication Control Toolkit Installation and Maintenance Guide.
When you install the chosen software, first install the Contact Center Manager Server software from the Contact Center Manager installation DVD. After the installation is complete, the installation program then asks if you want to install Contact Center Manager Administration on the server. When you finish installing Contact Center Manager Administration, and if you are not installing Communication Control Toolkit, the system prompts you to restart the server. However, if you are installing Communication Control Toolkit, then the installation continues.
Timing The following installation times provide guidance on the time required for software installation:
Preinstallation (including operating system installation and configuration): 2.5 hours
Installing the server software: 1 hour (including Communication Control Toolkit) or 30 minutes (without Communication Control Toolkit)
Postinstallation tasks: 7 hours (with Communication Control Toolkit) or 5.5 hours (without Communication Control Toolkit)
These times can vary depending on the server, network infrastructure, and your confidence level with the software. The installation times below were obtained on servers with the following specifications:
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CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80 GB 7200 RPM SATA with no RAID configuration.
DVD Drive: Internal IDE 8X DVD-ROM
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Co-residency and your network When you enable the networking feature, and one Contact Center Manager Server is co-resident with the Contact Center Manager Administration server, then you can only use this Contact Center Manager Administration server to administer the Contact Center Manager Server server with which it resides. Additionally, if you have a stand-alone Contact Center Manager Administration server and a co-resident Contact Center Manager Administration server, you can use the stand-alone Contact Center Manager Administration server to administer the co-resident Contact Center Manager Server/Contact Center Manager Administration server, but you should not use the co-resident Contact Center Manager Administration server to administer other Contact Center Manager Servers in the network. The administration of other non-co-resident Contact Center Manager Servers puts an additional load on the CPU of the co-resident server (which can impact the contact center operation). Contact Center Manager Administration and Symposium Web Client cannot be co-resident with the NCC server. If ADAM replication is enabled on the co-resident Contact Center Manager Administration server, then this server shares Contact Center Manager Administration data with all other replication-enabled Contact Center Manager Administration ADAM instances in your network. For example, if you have a stand-alone Contact Center Manager Administration server that has a number of Contact Center Manager Servers configured on it, when this server replicates with a co-resident Contact Center Manager Administration server, all Contact Center Manager Servers are also visible on the co-resident server. However, even though the co-resident Contact Center Manager Administration server displays these multiple Contact Center Manager Servers, you can use it only to administer the Contact Center Manager Server with which it resides. A further consideration is the extra bandwidth the use co-resident Contact Center Manager Administration servers that have multiple Contact Center Manager Servers configured on them. Each Contact Center Manager Administration server receives multicast data from each Contact Center Manager Server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in sending out duplicate multicast data over the network.
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On a co-resident Contact Center Manager Administration server that is not replicating, Nortel recommends that you configure only the co-resident Contact Center Manager Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Contact Center Manager Administration on to the network by using the multicast filtering feature. This feature allows Contact Center Manager Administration to only transmit multicast data for the configured Contact Center Manager Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Contact Center Manager Server configured on any of the replicating Contact Center Manager Administration servers. The following conditions apply:
The NCC server must be installed on a stand-alone server; it cannot coreside with Contact Center Manager Administration on one server.
If you have multiple Contact Center Manager Administration servers in your network, the data that you create and store on one server (such as partitions) is only available on this server; it is not reflected on all Contact Center Manager Administration servers in your network.
Using Contact Center Manager Administration on a co-resident server When using Contact Center Manager Administration on a co-resident server that is also used as a Contact Center Manager Client PC (when you launch a browser session on the co-resident server and work with Contact Center Manager Administration), to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which could negatively affect the performance of the co-resident server. When you use Contact Center Manager Administration on a co-resident server with an external Contact Center Manager Client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the co-resident server.
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Multiple language support The supported languages for servers are shown in the following table.
English
Japanese
Traditional Chinese
Windows Server 2003
supported
supported
supported
CCMS
supported
supported
supported
CCMS, CCMA
supported
supported
supported
CCMS, CCMA, CCT
supported
supported
supported
CCMS, CCMA, CCT, CCTIVR
supported
not supported
not supported
Applying patches When you apply a patch or a Service Update to a co-resident server, always refer to the Readme file that accompanies the new software for instructions to install the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the co-resident system is always documented in the readme file.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, ensure that whenever you back up one application, you also back up the other at the same time.
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When you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not recommend a specific tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, ensure that you also back up Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information about backing up Contact Center Manager Administration, refer to the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
Logging Contact Center Manager Server provides logging (D:\sysops.log) to track events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks fatal errors that interrupt these operations. You can use a text editor (for example, Notepad) to view the SysOps Event log. Two types of logging are performed with Communication Control Toolkit:
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The Communication Control Toolkit installation log file (c:\CCT6.0Install.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation. The log file also tracks fatal errors that interrupt these operations.
The Service Update installation log (C:\Program Files\Nortel\Communication Control Toolkit\Records\service update name) tracks events associated with any patch install.
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Supported co-resident upgrade procedures The following table provides an overview of the supported upgrade paths for the co-resident server.
Symposium Call Center Server 5.0 (stand-alone) computer A
Symposium Web Client 4.5 (standalone) computer B
Computer A
Computer B
Contact Center Manager coresident new computer C
1.Upgrade Symposium Call Center Server 5.0 to Contact Center Manager.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
2. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration.
2. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration. 3. Back up Contact Center Manager Administration. 4. Install Contact Center Manager Administration on computer A.
3. Uninstall Contact 3. Back up Symposium Call Center Manager Center Server 5.0 on Administration. computer A. 4. Back up 4. Install Contact Symposium Call Center Server 5.0 on Center Manager as Migration on computer A. computer C using 5. Install Contact Center Manager as Back up from Step 3.
5. Restore Contact Migration on Center Manager Administration with computer B using Back up from Step 4. Back up file from Step3.
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5. Install Contact Center Manager Administration on computer C.
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Computer A
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Computer B
6. Install Contact Center Manager Administration on computer B. 7. Restore Contact Center Manager Administration with the backup file from Step2.
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Contact Center Manager coresident new computer C
6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Symposium Call Center Server 5.0 (stand-alone) computer A
Contact Center Manager Administration (stand-alone) computer B
Engineer a co-resident server
Computer A
Computer B
1. Upgrade Symposium Call Center Server 5.0 to Contact Center Manager.
1. Back up Contact Center Manager Administration.
Contact Center Manager coresident new computer C
2. Back up Contact Center Manager Administration.
1. Back up Contact Center Manager Administration on 2. Uninstall Contact computer B. 2. Back up Center Manager Symposium Call Administration. Center Server 5.0 on 3. Back up computer A. Symposium Call
3. Install Contact Center Manager Administration on computer A.
Center Server 5.0 on 3. Migrate Contact Center Manager on computer A. computer C using 4. Install Contact Center Manager as Back up from Step 2.
4. Restore Contact Center Manager Administration with Back up file from Step 2.
4. Install Contact Migration on Center Manager computer B using Back up from Step 3. Administration on computer C 5. Install Contact Center Manager Administration on computer B. 6. Restore Contact Center Manager Administration with the backup file from Step 1.
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5. Restore Contact Center Manager Administration with the backup file from Step 1.
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Symposium Call Center Server with Symposium Web Client co-resident computer A
Standard 11.12
Computer A
Computer B
Use the co-resident upgrade procedure.
N/A
Contact Center Manager coresident new computer C
1. Upgrade Symposium Web Client to Contact Center Manager Administration on computer A. 2. Back up Contact Center Manager Administration on computer A. 3. Back up Symposium Call Center Server on computer A. 4. Migrate Contact Center Manager on computer C using the backup from Step 3. 5. Install Contact Center Manager Administration on computer C. 6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Computer A
Symposium Call Center Server with Symposium Web Client co-resident computer A
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Computer B
Contact Center Manager coresident new computer C
1. Install Symposium 1. Follow the procedure in the Web Client on Contact Center computer B. Manager Installation 2. Back up and Maintenance Symposium Web Client on computer Guide for the coresident server to A. upgrade Symposium 3. Restore Call Center Server Symposium Web 5.0 to Contact Center Client on computer Manager on B. Computer C. 4. Upgrade to CCMA on computer B.
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Hardware requirements For a list of co-resident hardware requirements, see Chapter 13, “Hardware requirements.”
Operating system requirements The platform on which you are installing the co-resident server must be running Windows Server 2003 (Standard Edition or Enterprise Edition).
CPU use For a co-resident server, steady state CPU consumption must not exceed 50 percent over a 15 minute interval. (For more information about steady state operation, see “Steady state operation” on page 358.) Use the CapTool application to engineer a platform with a processor that is a suitable size for your configuration.
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Limitations of a co-resident server The following sections describe the limitations of a co-resident server.
Capacity The capacity (in terms of logged-on agents and calls per hour) supported by a co-resident server is less than the capacity of a standalone server running on the same hardware platform. You can use the CapTool application to determine the hardware requirements for a co-resident server.
Contact Center Manager Administration Accessing from an external client PC When employing an external client PC to access Contact Center Manager Administration on a co-resident server, Nortel recommends that you limit the number of ad hoc and scheduled historical reports run on the co-resident server. Running historical reports can increase the CPU use on the server. Accessing from a browser on the co-resident server When you access Contact Center Manager Administration from a browser on the co-resident server, Nortel recommends that you limit the number of ad hoc and scheduled historical reports run on the co-resident server. Running historical reports can increase the CPU use on the server. In addition, Nortel recommends that you limit the number of real-time displays that you launch. Viewing real-time displays also increases the CPU use on the server.
Network Skill-Based Routing In a networking environment, a co-resident Contact Center Manager Administration can administer only the co-resident Contact Center Manager Server. Planning and Engineering Guide
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Remote support for a co-resident server Due to the operating system communication-layer issues, Contact Center Manager Administration and Communication Control Toolkit cannot be configured to use RAS (and thereby the direct-connect modem) for remote support. For information about remote support alternatives for a co-resident server, see Chapter 29, “Remote support with a VPN.”
Replication Server The Contact Center Standby Server feature cannot be used with a co-resident server.
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Chapter 23
Engineer SIP In this chapter SIP installation and configuration order
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SIP installation and configuration order The following table lists the high-level steps specific to a new SIP installation and which book to refer to for each step. Contact Center component
1 SIP proxy server and MCS 5100
Procedure
Contact Center book
Install and configure SIP Nortel Contact Center proxy server and MCS 5100 Manager SIP Contact Center application server. Switch Configuration Guide CS 1000 to MCS 5100 Converged Desktop Type 2 Configuration Guide
2 Media Application Server
Install and configure Media Application Server (MAS).
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0
3 Contact Center Manager Follow instructions for SIP Server installation.
Contact Center Manager Server Installation and Maintenance Guide Refer to installation Step 5: Install the Contact Center Manager Server software.
4 Contact Center Manager Configure CDN. Contact Center Manager Administration Administration online help Enter SIP URI parameter. Configuration component Contact Center Manager 5 Contact Center Manager Configure Agent. Administration - Contact Enter SIP URI parameter. Administration online help Center Management Enter SIP Address for component agent.
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Procedure
Contact Center book
Contact Center Manager 6 Contact Center Manager Configure DNIS. Administration online help Administration Enter URI parameter. Configuration DNIS URI should not include component prefix sip. 7 Contact Center Manager Configure Routes. Contact Center Manager Administration Administration online help Configure new routes that Configuration were created in Step 2: component MAS Server. 8 Contact Center Manager Configure Media Servers and Contact Center Manager Administration Services. Administration online help Configuration component 9 Contact Center Manager Configure TFE Script Administration Commands. Scripting component Create or edit scripts for SIP intrinsics.
Contact Center Manager Scripting Guide for Communication Server 1000/ Meridian 1 PBX
At this point you can make a test SIP call, but you cannot route it to an agent yet. 10Communication Control Install Communication Toolkit server Control Toolkit.
Communication Control Toolkit Installation and Maintenance Guide
In Chapter 2, Step 5, select the Contact Center Refer to Chapter 2. installation section to install CCT in a SIP environment.
11Communication Control Install Contact Center Agent Communication Control Toolkit server Desktop. Toolkit Installation and Maintenance Guide Refer to Appendix B.
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12Communication Server 1000/Meridian 1 PBX
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Procedure
Contact Center book
Communication Server 1000/ Contact Center, Communication Server 1000/ Meridian 1 PBX Meridian 1 and Voice configuration. Processing Guide Configure ports for virtual agent phone sets.
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SIP Contact Center Manager Server architecture Contact Center Manager 6.0 supports SIP-enabled Contact Centers. As well as handling the standard Contact Center features of agent and skillset management, the SIP provides additional functionality to:
provide SIP CTI support (TR 87) for remote monitoring and control of agents' sets
operate as a SIP endpoint for caller requests to SIP CDNs
provide media services to callers and agents as required by standard call flow scripting
For more information about SIP, refer to Appendix B, “SIP general information.” For more information on configuring the SIP switch, refer to the SIP Contact Center Switch Configuration Guide.
SIP CTI support (TR87) A new function for Contact Center Manager Server in the SIP Contact Center solution is its operation as a SIP CTI Service Provider. CTI-originated commands for Agent Functions (Make Call, Answer Call, and so on) are converted to SIP CTI commands transported to the target SIP CTI device termination.
SIP endpoints In order to accept incoming SIP sessions for Contact Center service, Contact Center Manager Server must be configured to act as a SIP termination endpoint. The Contact Center Manager Server supports configuration of two type of endpoints:
SIP CDNs configured through Contact Center Manager Administration (Registered or Trusted Node).
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A single SIP server subscriber configured through the Contact Center Manager Server Configuration Utility.
SIP URI A Universal Resource Identifier (URI) is syntax for the name and address of any object on the Internet. A SIP URI is a type of URI that identifies a communication resource in SIP. A SIP URI usually contains a user name and a host name and is similar in format to an e-mail address. Examples:
sip:[email protected]
sip:[email protected];maddr=111.255.255.1;ttl=15
Contact Center uses SIP URIs for three different resources: CDNs, the single SIP server subscriber, and media services. See the following table for examples. URI type
URI value
SIP CDN URI
sip:[email protected]
SIP server subscriber URI
sip:[email protected]
SIP Media Server URI
sip:[email protected]
Valid values for SIP URI include a maximum 255 characters, including numbers, English characters, forward slash (/), backward slash (\), question mark (?), ampersand (&), periods, ‘@’ symbol, underscores, and dashes.
SIP CDN (Route Point) subscribers The concept of Controlled Directory Number (CDN) exists in the SIP Contact Center architecture, but is translated into the SIP domain. SIP CDNs are Contact Center SIP termination addresses such as [email protected] or [email protected] configured through Contact Center Manager Administration. SIP CDNs are actively registered with SIP infrastructure (Register or Trusted Node).
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SIP CDN (Route Point) Contact Center Manager Administration configuration In Contact Center Manager Administration, SIP CDNs (Route Points) are configured for a SIP Contact Center environment according to the following guidelines:
A CDN has a mandatory additional alphanumeric URI parameter (up to 255 characters). This is the SIP URI configured on the MCS 5100 or third-party proxy system that corresponds to the CDN being created. Generically, this configuration field represents the SIP Request URI in the incoming SIP INVITE session to SIP-enabled Contact Center Manager Server for Contact Center service.
A unique CDN numeric must be configured in the number field. This maintains support for existing legacy interfaces and Contact Center Manager Server storage elements. An incoming call to the SIP URI CDN is presented and managed in Contact Center Manager Server as an incoming call to the CDN number. The Contact Center Manager Server scripting intrinsic CDN, for example, is populated by this value when a call is presented to its corresponding SIP URI.
The configuration of a numeric association with the SIP URI of a CDN is consistent with the MCS 5100 concept of an alias.
The URI of a saved CDN (Route Point) cannot be modified.
The URI should equate to the fully qualified SIP address for the CDN (Route Point) as configured through the MCS 5100 provisioning tool. For example, [email protected] is a valid SIP URI.
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SIP CDN (Route Point) registration This section identifies how CDNs (Route Points) are registered with MCS 5100. Two operations are necessary on SIP Contact Centers when configured for Register Mode:
SIP registers the CDNs. This occurs at Contact Center Manager Server start-up time and is similar to the traditional AML CDN acquisition. For the Nortel Networks solution, MCS 5100 is configured as the target proxy for this registration. CDNs are configured as SIP users on the MCS 5100 system. MCS 5100 challenges the CDN registration via HTTP Digest Authentication. Once successfully registered and authenticated, the CDN updates to Acquired status. The CDN is now available to handle incoming SIP Calls.
An incoming customer call is offered to the Contact Center CDN. The call can originate as a telephony call through Communication Server 1000/ Meridian 1 PBX as an ISDN gateway (for example, 1800-555) or from a SIP-enabled endpoint to SIP address [email protected] as a normal SIP INVITE. In this case the SIP Request URI header address represents the CDN. The SIP To: header represents the DNIS (or originally dialled number). Contact Center employs the SIP BBUA architecture to accept the incoming call on the inbound SIP UA. Contact Center then directs how the call is treated through the outbound twinned SIP UA. For example, the Contact Center instructs SIP to reserve a port on the MAS for treatments or to send a SIP Invite to the agent to join the call.
SIP server subscriber This is a single generic SIP address which is owned by the server, for example, [email protected]. It is used for a number of purposes:
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To originate SIP sessions into the MCS 5100 or SIP proxy server for SIP CTI session establishment and termination. All SIP CTI information exchange uses the Contact Center Manager Server SIP server subscriber as the SIP From: address.
For initial system start up successful registration of the SIP subscriber to constitute a Link Up status. Contact Center Manager
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Sip Media Services The second major function carried out by Contact Center Manager Server, when configured for SIP, is to act as a media services control point for the Media Application Server (MAS) farm. Contact Center uses SIP Media Services to provide treatments for SIP contacts that are queueing or for established contacts that are placed on hold. In order to invoke and control Media Services, the Contact Center Manager Server originates SIP sessions to the SIP MAS farm.
Media servers can be statically configured IP addresses with associated media service addresses. Contact Center Manager Server performs a basic load-balancing schema.
Media servers can be remotely targeted through proxy resolution of the invoked media service SIP address.
Role of the MAS The MAS acts as the termination and origination point for RTP streams between the Customer, media resource, and the agent. MAS Services are in effect SIP Addresses. The Contact Center invokes the following MAS services throughout the lifetime of the call:
Conversation Space service: All Contact Center calls are conferences anchored on this service. This is an Ad-Hoc Conference with Contact Center specializations such as: Ability to selectively mute or release mute legs to support supervisor features such as Observe, Whisper, and Barge-In. DTMF Relay—Ability to transfer DTMF digits across the conference from the customer to the IVR service, which maybe added to the Conference for Play Prompt and Collect Digits type services. Note: DTMF is not supported in direct connect mode.
Observation Tone—Ability to identify (through a proprietary header) when a Supervisor has joined the call and to (through MAS install time configuration) either play a periodic Observation Tone to all partied on the call or play no tone.
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Treatments service: This service provides the tones that Contact Center Manager Server invokes throughout the lifetime of the call (such as Ringback or Busy). All tones for the Contact Center call (including initial Ringback) originate from this Media Service under control of Contact Center Manager Server. This ensures consistency in tone frequency and volume throughout the call lifetime.
Announcement service for RAN: Can also be internationalized on the MAS through a Locale Header. RAN can be .wav for audio or .avi for video. The full RAN filename must be specified as the Route Name when configuring the RAN Route Number in Contact Center Manager Administration.
Announcement service for music: Supports audio-only files.
IVR service: Preprogrammed IVR for Play Prompt and Collect Digits. These services are VXML dialogs.
Multimedia treatment services: Preprogrammed services for Web Push and IM treatments. These services are VXML dialogs that use the MCS 5100 IM protocol and are therefore restricted in terms of their open usage. These features have been added to provide advanced services in controlled environments such as: Internal Help desks where all clients are MCS 5100 based. Kiosks where the customer interface is an MCS 5100 client.
Each MAS service has a unique SIP address. MAS configuration The MAS does not SIP Register its services dynamically with SIP Contact Center. Instead each MAS is statically configured through Contact Center Manager Administration. Services that it can support are deployed against it. MAS media support limitations The MAS currently can support the following media types:
Voice—standard G711 and G729A.
Video—currently supports only Divx Codec.
IM—proprietary MCS 5100 solution support only.
Contact Center Multimedia integration not supported currently. In a SIP-enabled Contact Center there is no support for e-mail, Outbound, or Web chat. 466
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SIP-enabled Contact Center Manager Server supports queuing of voice and video. While queuing, the call can be offered voice and video treatments as well as Instant Messages and Web Pushes (MCS application compliant).
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Call Flow Sequence Assuming an understanding of the architectural elements described in previous sections, the following section describes how a typical call flow works.
SIP Contact Center Call Flow - PSTN originated Voice Call 1.
A call attempts to access Contact Center services at an address, which can be a SIP URI or a generic ENUM formatted address depending on customer origination point.
2.
This address is resolved by the Communication Server 1000/MCS 5100 number planning. The call is forwarded to the Contact Center as a SIP session. The Communication Server 1000/MCS 5100 application server remains in the call (SIP signalling path) for the duration of the customer session.
The Contact Center anchors the customer call from a SIP signalling perspective so that it is always in the SIP signalling path. To do this it acts as a Back-to-Back User Agent (BBUA) taking the customer call in on the inbound side of a BBUA. The Contact Center will never terminate RTP (Voice or Video streamed data). RTP required to support a Contact Center call originates and terminates on a special Contact Center conference called a Conversation Space (_sip-conf service) which is hosted on the MAS.
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3.
Having anchored the call from a SIP signalling perspective, the SIP Contact Center use a Conversation Space service to initiate a SIP session on the outbound side of the BBUA to the MAS Conversation Space. On successful termination of this service, the Contact Center negotiates with the customer on the inbound BBUA leg to redirect the customers RTP stream to this Contact Center Conversation Space.
4.
This bridge acts as the RTP termination and origination point for the customer for the duration of the call. All customer calls are anchored on the Conversation Space conference.
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5.
Contact Center scripting is invoked at this point, allowing the Contact Center application to give services to the call. RAN, music, IVR, or other services delivered on the MAS can be invoked. This is done by selecting a MAS and generating SIP requests to that MAS for the desired Media Service. The RTP for the service is subsequently joined to the Conversation Space by the Contact Center application such that TFE scripting effectively controls connection and release of specific treatment RTP streams.
6.
When an agent is available, the agent is added to the Conversation Space service, allowing the agent and customer to interact. To add the agent to the Conversation Space, Contact Center Manager Server must establish a SIP session out to the Agent Desktop and bridge the agent to the Conversation Space that the customer currently resides on. Contact Center Manager Server does this by establishing a SIP session request through the Communication Server 1000/MCS 5100 proxy server to the SIP Address of the agent (configured in Contact Center Manager Administration).
7.
As the agent is a converged desktop user, the SIP session is split:
8.
to Communication Server 1000 for the voice portion to MCS 5100 for the application sharing portion (or, in the case of a video call, for termination of the video)
As the SIP Contact Center is monitoring the SIP CTI terminal, SIP CTI events are received showing the status of the call as it arrives and is answered on the SIP terminal.
The alert message to the Agent Voice Terminal is echoed as a SIP CTI message by Communication Server 1000.
As all associated SIP sessions for any of the interactions are always anchored on the Contact Center application server, reporting always has visibility to the endto-end call state.
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Capacity estimation The following table show the peak sustainable capacity, or upper limit, on processing calls using the standard call model. For more information on standard call models, refer to “Standard call models” on page 609.
Peak sustainable call rates for different standard workloads at 50 percent CPU use (CPH)
Processor
100 Active agents 500 Active agents 1000 Active agents
Dual Xeon 2.8 GHz 100,000
470
50,000
25,000
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Requirements For information about hardware requirements, see “Server hardware requirements” on page 302. For information about operating system requirements, see “Disk partitioning requirements” on page 310. For information about third-party software requirements, see “Third-party software requirements” on page 314.
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Contact Center Manager
Chapter 24
Engineer the telephony switch In this chapter Section A: Engineer the Communication Server 1000/M1 PBX telephone switch 475 Section B: Engineer the Communication Server 2x00/DMS telephone switch491 Section C: Configure Communication Server 1000/M1 PBX
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Section A: Engineer the Communication Server 1000/M1 PBX telephone switch
In this section Communication Server 1000/M1 telephone switch requirements
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Communication Server 1000/M1 telephone switch requirements This section covers information on the Communication Server 1000/Meridian 1 PBX telephone switch.
Number of servers supported A single Communication Server 1000/Meridian 1 PBX telephone switch can support up to three Contact Center Manager Server systems. Engineer each Contact Center Manager Server system independently of the others, but engineer the telephone switch as a shared resource. Servers cannot share telephone switch resources other than Agent Greeting.
Supported telephone switches Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 or Meridian 1 PBX switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
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Product name
Supported releases
Communication Server 1000
3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis
25.40b, 26
Meridian 1 PBX 11C – Cabinet
25.40b, 26
Meridian 1 PBX 51C
25.40b, 26
Meridian 1 PBX 61C
25.40b, 26
Meridian 1 81C
25.40b, 26
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Required applications The following table lists the applications that must be installed on a Communication Server telephone switch using X11 software to support Contact Center Manager in a contact center, knowledge worker, or self-service environment. Application (option) Purpose
Contact Knowledge center worker
Selfservice
35
Integrated messaging (IMS)
✔
✔
✔
77
Command and status link (CSL)
✔
✔
✔
153
ISDN/AP for third parties (IAP 3P)
✔
✔
247
Call ID
✔
✔
311
NGCC mixed generation contact center
✔
✔
324
NGen new generation foundation
✔
✔
For telephones that use Communication Server 1000 software, you must install Level 4 for MCDN-based NSBR networking. Install Level 3a for all other software.
Optional applications The following table lists additional applications that can be installed, depending on the level of functionality required. Application (option) Purpose
40
Basic ACD
41
Basic ACD B
42
Basic ACD 3 usage reports
43
Basic ACD C2 load management
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Application (option) Purpose
45
Basic ACD A
50
ACD D used for ACD MAX applications
145
Integrated services digital network (ISDN)
146
Primary rate access (PRA)
214
Enhanced ACD routing (EAR)
215
Customer controlled routing (CCR)
Networked ACD The usage of Networked ACD (NACD) is transparent to Contact Center Manager. The call rates used in Contact Center Manager Server engineering are the total calls arriving to Contact Center Manager Server from the local telephone switch, either directly or from Networked ACD.
ISDN The ISDN circuits to the PSTN must be provisioned to handle the network call traffic to and from each telephone switch. It is assumed that these circuits are provisioned in a similar manner to that of NACD.
Number of trunks required ACD trunks To determine the number of ACD trunks required to route calls to agents, refer to one of the following Communication Server 1000/Meridian 1 PBX documents:
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NACD trunks NACD trunks are used to route calls between contact centers in a networked Contact Center Manager environment. Refer to the documents cited in the preceding section to calculate NACD trunk requirements.
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Communication Server 1000/M1 telephone switch capacity The capacity of Contact Center Manager Server is a factor of both Contact Center Manager Server and the physical capacity of the telephone switch. The call throughput of Contact Center Manager Server depends on several factors. Some of these are the following:
rated capacity of the telephone switch
call complexity
expected call rate
Contact Center Manager Server hardware platform and configuration
LAN speed
total LAN traffic
You can use the Nortel Networks Enterprise Configurator (NNEC) to calculate call throughput for the Communication Server 1000/Meridian 1 PBX telephone switch. It is used to preform CS 1000 CPU calculations for users in North America and the Caribbean and Latin America (CALA). It replaces Meridian Configurator and 1-Up.
How switch capacity is calculated Trunks normally operate at 28 CCS (busy for 2800 seconds during an hour) and ACD Agents typically operate at 33 CCS (3300 seconds busy during an hour). Therefore, more trunks than agents are required to keep the agents busy (~18 percent more trunks than agents). The number of trunks a site provisions depends on what the busy hour (incoming calls) volume is and how full queues become, for example, do you want customers in a queue getting music or getting a busy signal from the Central Office because the trunks are busy. The model suggests the use of 50 percent more trunks than agents. You can use a different ratio.
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Because agents are busy for 3300 seconds during an hour and call duration is an average of 3 minutes (180 seconds), that means each agent handles 3300/180=18.3 calls an hour. This implies that for 3350 agents (the maximum number currently supported), there are 61,417 agent handled calls an hour. Each trunk can handle 15.6 calls an hour (2800/180). Therefore, to handle the 61 417agent calls requires conservatively 3,930 trunks. Thus a site with a trunk/agent ratio of 1.5 needs (3350 x 1.5)-3930=1095 trunks to queue calls. In the worst case, this means treating queued calls at the rate of 15.6 x 1095 or 17,082 CPH). The CPU calculation must take into account the treatment that the extra trunks generate (the total number of calls depends on how long the queue wait time is, so this becomes difficult to determine). It is up to you to determine what treatment these calls receive, what load factor is used for them, and are how they are handled by Contact Center Manager. The worst case is that the extra trunks queue calls at the maximum rate. This means there are a total of 78,387 calls on system at full capacity. If you use the hybrid treatment, with a load factor of 8.78 and include the trunking factor of 1.6 and a misc. load of 0.25, you have a load factor of 10.63 per call. So for 3350 agents with a 1.5 trunk ratio, there are 78,387 x 10.63=833,254. This results in a total CPU load of (833,254/880,000) of 95 percent, hence the hybrid solution of 3350 agents at 100 percent CPU usage. For more information, see “Inbound call models,” on page 610 and “Differences between telephone switches,” on page 600.
Rated capacity of the telephone switch The capacity of the telephone switch is specified as the number of Equivalent Basic Calls (EBC) per hour. An EBC is a measure of the telephone switch CPU real-time required to process a basic call. For an IP system (CS 1000E), a basic call is defined as a simple unfeatured call between two i2004 sets, on the same telephone switch, using a four-digit dialing plan.
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The EBC capacity of the telephone switch depends on the processor type, as shown in the following table. Telephone switch
Capacity
SSC (CS 1000M, CS 1000S, Option 11c) 42,000 (no IP expansion) 35,000 (with IP expansion) CP3 (CS 1000M, Meridian 1 PBX)
72,000
CP4 (CS 1000M, Meridian 1 PBX)
100,900
CP-PII (CS 1000M, Meridian 1 PBX))
315,000
CPP4 (CS 1000M, Meridian 1 PBX)
1,006,000
CP-PII (CS 1000E, CS 1000M pure IP)
210,000
CPP4 (CS 1000E, CS 1000M pure IP)
880,000
Quoted EBC or BHCC capacity for CS 1000M configurations are for TDM solutions and for CS 1000E are for IP solutions. For more information about call server engineering, see the appropriate Planning and Engineering guide (553-3011-120, 553-3021-120, 553-3031-120, or 553-3041-120.
Call complexity The complexity of a Contact Center Manager call is defined as the number of each type of service used by the call. All calls have an EBC cost, with calls of greater complexity (that is, using a greater number of services) costing more EBCs. For example, a basic call costs 2.40 EBC; Give Music costs 0.25 EBC; Give IVR (including transfer) costs 2.29 EBC. Therefore, a call that receives IVR and Music treatments costs 2.40 + 0.25 + 2.29 = 4.94 EBC To quantify levels of call complexity, Nortel has defined several call models, which represent simple, complex, and front-end IVR systems (see AppendixD, “Standard call models”). You can calculate the EBC cost using the NNEC. 482
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Simple model: Front-end IVR system In this call model, the IVR system handles IVR processing. Therefore, the cost of IVR processing is removed from the telephone switch. The following table shows the number of each type of treatment per call in this model. Service name
Number of treatments per call
Queue to Skillset
2
Give RAN
0
Give Music
1
Intrinsics Accessed
5
If-Then-Else Executed
5
Notes: 1.
The EBC cost of this call is 3.28 EBC.
2.
If CallPilot is used, it adds an additional EBC cost because of MLS processing.
Average complexity model: typical (hybrid complexity model) This call model uses features from both Contact Center Manager and the telephone switch. The following table shows the number of each type of treatment per call. Service name
Number of treatments per call
Queue to Skillset
2
Give Controlled Broadcast Start/Stop
1
Give IVR
1
Give RAN
2
Give Music
1
HDX Send
1
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Service name
Number of treatments per call
HDX request/Response
1
Intrinsics Accessed
5
If-Then-Else Executed
5
The EBC cost of this model is 8.78 EBC. If CallPilot is used instead of Meridian Mail, the EBC cost is 15.49 due to MLS processing. Complex model: Symposium Voice Processing (SVP) The following table shows the number of each type of treatment per call under this model. Service name
Number of treatments per call
Queue to Skillset
2
Give Controlled Broadcast Start/Stop
3
Collect Digits Voice Session
1
Give IVR
1
Give RAN
1
Give Music
1
HDX Send
1
HDX request/Response
1
Intrinsics Accessed
5
If-Then-Else Executed
5
The EBC cost of this model is 13.84 EBC. With CallPilot instead of Meridian Mail, the EBC value is 27.37
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Maximum achievable call rates To determine the maximum achievable call rates for different telephone switch models, all contributions resulting from the following parameters must be considered:
the call complexity
the MLS commands issued by CTI applications
any other applications that are communicating with the telephone switch over the ELAN subnet
You can determine the call rate by calculating the total Equivalent Basic Call (EBC) value for all incoming traffic per telephone switch type.
Sample calculations using NNEC The calculations in this section are performed using the NNEC. CPU use greater than 100 percent is not supported. Running a system at 100 percent CPU use does not leave room for growth in sets or adding new features. The following tables show sample calculations based on these parameters:
1.5 trunks per agent
using published EBC for call type and CPU
call duration of three minutes or 20 calls per hour per agent
Notes: 1.
The numbers in brackets in the following tables are the EBC load factors for the script model.
2.
The following tables are based on the maximum number of supported agents.
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CS 1000E/CS 1000M IP agents - CPP4 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 2300
1850
Hybrid (8.78)
3350
2650
IVR (5.42)
3350
3350
Assume 1.5 V-trunks per agent is EBC = 880,000 for IP calls. CS 1000M TDM agents - CPP4 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 2200
2150
Hybrid (8.78)
2200
2200
IVR (5.42)
2200
2200
Assume 1.5 PRI trunks per agent is EBC = 1,006,000 for TDM calls. The CS 1000M (MG) is limited by the number of TDM talkslots, therefore it can support a maximum of 2200 TDM agents. CS 1000E /CS 1000M IP agents - CP-PII 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 560
450
Hybrid (8.78)
790
630
IVR (5.42)
1100
875
Assume 1.5 V-trunks per agent, is EBC = 210,000 for IP calls.
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CS 1000M TDM agents - CP-PII 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 1200
970
Hybrid (8.78)
1725
1375
IVR (5.42)
2200
1925
Assume 1.5 PRI trunks per agent is EBC = 315,000 for TDM calls.
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Supported phones This section describes the phones supported with Contact Center Manager Server. For more information, refer to the Partner Information Center publications (www.nortel.com/pic).
Contact center phones Phones that are designed specifically for contact centers are recommended for use with Contact Center Manager Server. These are specifically:
M3905–Call Center Telephone
M2216–ACD Digital Telephone
Communication Server 1000 or Meridian 1 PBX ACD phones Contact Center Manager Server also supports all phones that can be configured for use with Communication Server 1000 or Meridian 1 PBX ACD. These include:
Meridian modular telephones (MMT) M2216 M2616
M39xx series telephones M3904 M3905
IP phones and Softphones IP Phone 2004 IP Phone 2002 IP Phone 1120E IP Phone 1140E IP Softphone 2050
The following conditions apply:
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These phones are not designed for a contact center environment and some contact center features are not available for use.
Support of specific types of phones can change with each software release of the call server (CS 1000). Consult the CS 1000 documents for an up-todate list of supported phone types for the software release in use.
The Wireless 22xx series phones are not supported by Contact Center Manager Server, but do have limited ACD functionality. Refer to Wireless 22xx series Phone documentation.
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Section B: Engineer the Communication Server 2x00/DMS telephone switch
In this section Communication Server 2X00/DMS Communication Control Toolkit— ICM link 492 Communication Server 2x00/DMS telephone switch requirements
494
Communication Server 2x00/DMS telephone switch capacity
496
Impact of ICM traffic
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LinkPlexer
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Communication Server 2X00/DMS Communication Control Toolkit— ICM link Only one of the following voice-capable service providers can be installed in a Contact Center 6.0 solution:
Communication Server 1000/Meridian 1 PBX (voice)—Contact Center MLS
Communication Server 2x00 (voice)—ICM
MCS 5100 (SIP) Contact Center (voice and video)—TR/87
Logical connection to the SIP service provider on Contact Center Manager Server
Support for the ICM link is provided by the inclusion of the CCT service provider.
Computer Telephony Integration message link Communication Control Toolkit provides a message link through ICM (TCP/ IP). ICM provides notification from the switch of call routing events and allows CTI applications to pass agent management and call control requests to the switch. It is an open interface for third party applications with TCP/IP protocol and Ethernet connectivity.
ICM components ICM components include:
492
Switch software (Centrex, ACD, ICM)
Switch peripheral hardware (LPP, EIU)
Physical link
Switch router and CPE Router
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Capacity and performance The following are capacity and performance figures for Communication Control Toolkit for Communication Server 2x00/DMS configuration:
The maximum number of agents supported in Communication Control Toolkit is 2000.
The recommended call rate limit is 36,000 calls per hour.
For more information on capacity and performance, refer to “Product limits” on page 588. Communication Control Toolkit for Communication Server 2x00/DMS configuration offers solution tips on scalability:
Multiple Communication Control Toolkits can be associated logically with a Contact Center
Call data sharing is not supported between Communication Control Toolkit servers associated with the same Contact Center Manager Server
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Communication Server 2x00/DMS telephone switch requirements This section covers information on the Communication Server 2x00/DMS telephone switch.
Supported software loads The following Call Center Module (CCM) software loads are supported with Contact Center Manager Server Release 6.0: CCM010, CCM011, CCM012, CCM013, CCM014, CCM015, CCM016, CCM017. Refer to the Communication Server 2x00/DMS engineering guidelines to properly configure the Communication Server 2x00/DMS telephone switch. Throughout this guide, the term Communication Server 2x00/DMS telephone switch applies to the following telephone switch types:
DMS
Meridian SL-100
Communication Server 2000
Communication Server 2100
Number of servers supported A single Communication Server 2x00/DMS telephone switch can support up to 16 Contact Center Manager Server systems. Configure each Contact Center Manager Server system independently of the others, but configure the DMS telephone switch as a shared resource.
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Number of audio routes required Contact Center Manager Server can use up to 512 preconfigured audio routes. The audio routes are classified as either music routes or RAN routes, depending on whether the last give treatment command in the audio route is Give Music or Give RAN, respectively. The Communication Server 2x00/DMS telephone switch must assign an audio route to every call waiting for an agent. Contact Center Manager Server supports up to 3000 waiting calls.
Number of CDNs required The calls arriving at any Contact Center Manager Server are held in a series of CDNs. Each CDN holds up to 511 calls. Contact Center Manager Server Release 6.0 supports 3350 active agents with active calls. The server can support up to 3000 waiting calls. For 3000 waiting calls, you require at least six CDNs (3000/511). The maximum number of CDNs supported is 100.
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Communication Server 2x00/DMS telephone switch capacity To analyze the impact from one or more Contact Center Manager Server systems on the Communication Server 2x00/DMS telephone switch, you must first calculate the workload on each of the servers. You can derive the workload generated against the Communication Server 2x00/DMS telephone switch from each server in Contact Center Manager Server system. The following factors may limit the maximum call rate that can be achieved, depending on the details of a particular call processing scenario:
For communication between the Communication Server 2x00/DMS telephone switch and Contact Center Manager Server, 1024 invoke IDs are available. IDs in the range from 0 to 511 are reserved for communications sent from Contact Center Manager Server to the telephone switch, while the telephone switch can use IDs in the range from 512 to 1023 to send communications to Contact Center Manager Server.
For each ICM/SCAI link, 128 buffers are available to process incoming and outgoing messages.
Workload characterization Communication Server 2x00/DMS workload from Contact Center Manager Server is described in terms of the number and types of ICM messages sent to the Communication Server 2x00/DMS telephone switch. Normal operation The types of ICM messages that Contact Center Manager Server uses during normal operations are Give_Treatment, Route_Call, and Give_IVR.
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Call processing The types of ICM treatments that Contact Center Manager Server uses during call processing operations are described in the following table. Treatment type
ICM message
Ringback
Give_Treatment(Ringback)
RAN
Give_Treatment(RAN)
Music
Give_Treatment(Music)
Script commands The ICM messages sent to the Communication Server 2x00/DMS telephone switch depend on the script commands that are executed by the scripts. Assume in this model that each script includes the following:
one Give_Ringback command
one Queue_To_Skillset command
one Quit command
For a Basic call, this results in one GT_Cuc(Ringback) command for the Give_Ringback, and one Route_Cuc command for the completion of the Queue_To_Skillset. If a script starts with either the Give_RAN or Give_Music command, Contact Center Manager Server automatically sends a Give_Ringback command. For engineering purposes, assume in this model that the script always starts with the Give_Ringback command.
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Mapping of script commands to messages The mapping of Contact Center Manager script commands to ICM messages is summarized in the following table. Script command
ICM messages
Basic Contact Center Manager call operations services
Queue To Skillset
0
Queue To Agent
0
Give Ringback
1 - Give_Treatment(Ringback)
Give RAN
1 - Give_Treatment(RAN)
Give Music
1 - Give_Treatment(Music)
Route Call
1 - Route_Call
Data Exchange Send Info
0
Data Exchange Request / Response
0
Script Intrinsic Reference
0
“If Then Else” treatments
0
Notes:
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1.
For the Queue To Skillset command, assume in this model that the Route_Call message, sent after the Remove From Skillset command, is included in the definition of the Basic Call.
2.
For the Queue To Agent command, assume in this model that the Route_Call message, sent after the Remove From Agent command, is included in the definition of the Basic Call.
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ICM messages per call The Communication Server 2x00/DMS workload of the predefined Contact Center Manager call model is based on the expected number of call services per call, and the cost of the individual script command. The following table shows the number of ICM messages sent to the Communication Server 2x00/DMS telephone switch for each Contact Center Manager call. ICM message
Number per call
Route_Call
1
Give_Treatment(Ringback)
1
Give_Treatment(Music)
User-defined
Give_Treatment(RAN)
User-defined
External events per call The Communication Server 2x00/DMS workload is also a function of the number of external events that happen per call. This information is summarized in the following table. telephone switch event
Number per call
IVR Call Processed
1 if external IVR; 0 otherwise
Call Transfer
User-defined
Conference Call
User-defined
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Impact of ICM traffic Contact Center Manager uses MLS to support third-party CTI applications. However, only a limited subset of MLS messages are supported when Contact Center Manager Server is connected to the Communication Server 2x00/DMS telephone switch. These messages are:
Initiate Transfer
Complete Transfer
Login
Logout
Ready
Not Ready
Every MLS message sent to Contact Center Manager Server results in a corresponding ICM message sent to the Communication Server 2x00/DMS telephone switch. The switch additionally generates response messages as well as unconfirmed event-type messages for any activity resulting from the original MSL message. To estimate the impact to the network, from this activity, CapTool accounts for each application that sends MLS commands to Contact Center Manager Server. For performance modeling, CapTool considers only the transfer operations, because the overall contribution due to number of agent interruptions per shift (that is, Login/Logout, Ready/Not Ready) is expected to be insignificant when compared with the transfer events. Alternatively, CTI applications can be written to natively support the ICM interface. The third-party application developer obtains licensed access to the interface from the Nortel Developer Program. The third-party application is written to adhere to the ICM protocol as defined in the ICM protocol specification. Because of the infinite variety and complexity of native ICM thirdparty applications, they are not modeled using the CapTool.
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LinkPlexer This section covers information on the LinkPlexer software used with the Communication Server 2x00/DMS telephone switch
LinkPlexer and session sharing LinkPlexer enables Contact Center Manager and other ICM applications (such as an external IVR system) to control the same DN on the Communication Server 2x00/DMS telephone switch. The Communication Server 2x00/DMS telephone switch enables a DN to be associated with only one DMS/host session, and multiple applications must log on to the telephone switch using separate sessions. Therefore, different applications cannot control the same DN. LinkPlexer overcomes this limitation by opening a single session to the telephone switch, and enabling multiple applications to use this session. In the case of an external IVR system, LinkPlexer is not required if the external IVR system uses the MLS feature of Contact Center Manager. However, the MLS feature provides support only for the following CTI commands:
Login
Logout
Ready
Not Ready
Initiate Transfer
Complete Transfer
The last two commands pertain to digital transfer.
Hardware requirements For a list of LinkPlexer 6.0 hardware requirements, see Chapter 15, “Hardware requirements.”
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Configure the LinkPlexer system To properly configure the LinkPlexer system and the Communication Server 2x00/DMS telephone switch, refer to LinkPlexer 6.0 Installation and Configuration Guide.
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Section C: Configure Communication Server 1000/M1 PBX
In this section Overview
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Configure the ELAN subnet (knowledge worker environment)
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Configure CDNs
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Overview The following checklist lists the tasks required to configure the telephone switch for Contact Center Manager. ✔
Description
Configure the ELAN subnet hardware and software. See “Configure the ELAN subnet (knowledge worker environment)” on page 505. In a contact center environment, the ELAN subnet is configured during installation and configuration of Contact Center Manager Server. Configure CDNs to be controlled by Contact Center Manager. See “Configure CDNs” on page 511. Configure phones for use with Communication Control Toolkit. See “Configure Communication Control Toolkit phones” on page 513. Configure IVR ports, ACD queues, and phonesets for use with IPML. See the IPML Distributor Software Installation Guide.
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Configure the ELAN subnet (knowledge worker environment) If you install Contact Center Manager in a contact center environment, Contact Center Manager communicates with the telephone switch through Contact Center Manager Server. To configure the connection between Contact Center Manager Server and the telephone switch, refer to the Contact Center Manager Server Installation and Maintenance Guide. The NIC connected to the Nortel server subnet card must always be first in the binding order. If another NIC is connected to the ELAN subnet (not advised), the NetBios must be disabled. TCP port number 8888 is used in the Telephony Switch for the AML communication with the Contact Center Manager Server. In a single-NIC environment:
Ensure the ELAN subnet is connected to the Nortel server subnet through one router.
In Contact Center Manager Server, point to the IP address of the Nortel server subnet for CallPilot, as opposed to the IP address of the ELAN subnet NIC (telephony switch).
Configure the hardware In Contact Center Manager, the ELAN subnet must be connected to the Nortel server subnet through only one router. All the computers connected to the router must also be configured to acknowledge the presence of this router (also known as the Default Gateway). To add a Default-Gateway to the Communication Server 1000/ Meridian 1 PBX telephony switch Use the following commands: >LD 117 >new route 0.0.0.0 a.b.c.d Planning and Engineering Guide
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Where a.b.c.d denotes the IP address of the gateway local to the telephony switch.
Configure the software When you complete the hardware configuration of the Ethernet port, perform the following tasks to configure the software: 1.
Assign an IP address to the telephone switch.
2.
Define a default gateway.
3.
Define the Embedded LAN (ELAN) and a Value Added Server (VAS).
4.
Enable the ELAN subnet link.
5.
Check the ELAN subnet link.
The latter three tasks associate the link (ELAN) with a VSID (Value Added Server Identification) to enable message transmission.
Assign an IP address to the telephone switch To assign an IP address for an Ethernet port, log on to the telephone switch through Communication Server 1000 Telephony Manager. Use the following sample session as a template, substituting relevant values where appropriate in overlay 117: > LD 117 NEW HOST M1SERVER_A 47.1.1.10
where M1SERVER_A is the host name for the IP address, and 47.1.1.10 is the IP address of the active Ethernet port. CHG ELNK ACTIVE M1SERVER_A CHG MASK 255.255.255.0
where 255.255.255.0 is the local subnet mask. In a redundant system with a dual CPU, repeat this process for the backup inactive CPU, using the following template and substituting appropriate values where necessary: 506
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> LD 117 NEW HOST M1SERVER_B 47.1.1.11
where M1SERVER_B is the host name for the IP address, and 47.1.1.11 is the IP address of the standby Ethernet port. CHG ELNK INACTIVE M1SERVER_B
After you assign the necessary IP address(es), press the <MAN INT> button on the CPU card to manually initialize the system and activate the new IP address information.
Define a default gateway The routing table supplies the telephone switch with the IP addresses of a gateway server. This information enables the telephone switch to send return messages to the gateway for forwarding to the requesting client. If you have a default gateway in the network, use the following sample session as a template, substituting relevant values where appropriate: > LD 117 NEW ROUT 0.0.0.0 a.b.c.d
where a.b.c.d is the IP address of the default gateway.
Primary IP address procedures This section provides procedures for activation, validation, and recovery of the Primary IP address. Activation procedure Manually initialize the system to activate the connection to the IP address configured in overlay 117. You must manually initialize the system to establish the initial connection to the primary IP address. After the connection is established, another manual initialization is required only if the primary IP address is changed.
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Validation procedure To verify that the primary IP address is active, compare the IP address configured in overlay 117 with the IP address used in overlay 137. The IP addresses must be identical in both overlays. To validate the IP address, use the following sample as a template, substituting relevant values where appropriate: > LD 117 OAM000 PRT ELNK ACTIVE ETHERNET: PRIMARY_IP 47.48.49.50 INACTIVE ETHERNET: SECONDARY_IP 47.48.49.51 OK > LD 137 CIOD000 STAT ELNK ELNK ENABLED Ethernet (ln unit number 0): Host: PRIMARY_IP Internet address: 47.48.49.50
where 47.48.49.50 indicates the actual IP address used. Broadcast address: 47.48.49.255 Ethernet address: 00:00:75:32:1e:ca Netmask: 0xff000000; Subnetmask: 0xfffff000 33520 packets received; 12308 packets sent 0 input errors; 0 output errors 0 collisions
If the IP addresses are not identical, the IP address is invalid and you must perform the recovery procedure. 508
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Recovery procedure If the connection to the Primary IP address is lost, you can reestablish it by performing the following tasks: 1.
Manually initialize the system to reestablish a connection to the primary IP address.
2.
Perform the validation procedure again to confirm that the Ethernet connection is fully functional.
Define the ELAN subnet with LD 17 Use these prompts and responses in Overlay 17. For prompts that are not specified in the following table, press Enter. Prompt
Response
Description
REQ
CHG
Change
TYPE
CFN
Configuration Record
ADAN
NEW ELAN 16, Add/change/remove CHG ELAN 16, I/O device type ELAN 16 (AML over OUT ELAN 16 Ethernet).
CTYP
ELAN
Card type
DES
NAME
Enter a name for the ELAN port number. Use a generic name because the ELAN port is not dedicated to a specific application.
VAS
NEW
Add a value added server.
VSID
16
VAS identifier
ELAN
16–31
Associate VAS ID with the ELAN.
SECU
Yes
Turn on security for MLS applications.
CSQO
255 maximum
Number of call registers linked to output queue
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Prompt
Response
Description
CSQI
255 maximum
Number of call registers linked to input queue
REQ
END
Exit from overlay.
Enabling the ELAN subnet link 1
At the telephone switch administration terminal, load LD 48.
2
Type the command ENL ELAN 16.
Checking the ELAN subnet with LD 48 After you configure the VSID and start the Contact Center Manager program, the ELAN subnet link comes into service. Follow these steps to check the ELAN subnet link: 1
At the telephone switch administration terminal, load LD 48.
2
Type the command STAT ELAN.
3
Ensure that, under your Contact Center Manager ELAN IP address, LYR7 and APPL are active. Note the ELAN ID. Example ELAN #: 16 DES: the application (for example, elan16) APPL_IP_ID: 47.152.163.68 LYR7: ACTIVE EMPTY APPL ACTIVE
4
Check the ELAN subnet connection by pinging the telephone switch IP address from Contact Center Manager Server. a. Open a DOS prompt window. b. Type ping nnn.nnn.nnn.nnn where nnn.nnn.nnn.nnn is the telephone switch IP address c. Press Enter.
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Configure CDNs Controlled Directory Numbers (CDN) are specialized ACD-DNs or queues on the telephone switch. Contact Center Manager can control CDNs that are not controlled by Contact Center Manager Server (only one application can control a CDN). However, Contact Center Manager can monitor CDNs controlled by other applications, such as Contact Center Manager Server. You must configure CDNs on the telephone switch, as well as in the Contact Center Manager snap-in utility. This section describes how to configure CDNs controlled by Contact Center Manager on the telephone switch. To monitor a CDN controlled by Contact Center Manager Server, configure the CDN as described in the Contact Center Manager Server documentation. Then, configure the DN in the Contact Center Manager Configuration Tool, making sure that DN Monitor is checked.
Assumptions The following assumptions are made:
You know the user ID and password to log on to the telephone switch administration terminal.
You are familiar with telephone switch Change and Diagnostics overlays.
You have a list of available CDNs (LD 23).
VSID definitions Do not enter a VSID definition on CDNs.
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Configure a CDN with LD 23 Use these prompts and responses in Overlay 23. For prompts that are not specified in the following table, press Enter. Prompt
Response
Description
REQ
NEW
Add a CDN.
TYPE
CDN
Control DN data block
CUST
0–99
Customer number
CDN
xxxx
Control Directory Number
RPRT
No
Deactivate the report control option.
DFDN
xxx(xxxx)
Default ACD-DN. The ACD-DN to which the call is routed if there is a problem on Contact Center Manager.
CNTL
Yes
DN is controlled by Contact Center Manager.
REQ
END
Exit from overlay.
Next steps
512
Configure the CDN in the Communication Control Toolkit Configuration Tool. See the Communication Control Toolkit Installation and Maintenance Guide. Ensure that DN Monitored is checked.
Configure the CDN as a route point address in the Contact Center Manager Configuration Tool. See the ICommunication Control Toolkit Installation and Maintenance Guide.
When you develop the application, use the appropriate API call to acquire the CDN.
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Configure Communication Control Toolkit phones Use Overlay 11 to configure phones for use with Contact Center Manager. Follow these guidelines:
Set the AST value for the phone to the key to be monitored by Communication Control Toolkit and Contact Center Manager. For example, if the keys you choose to control are 00 and 03, set the values for 00 and 03.
Set IAPG=1
To have other Contact Center Manager call control features, such as transfer and conference, program these features on the phone.
Next steps
Configure the phone in the Communication Control Toolkit Configuration Tool (see the Communication Control Toolkit Installation and Maintenance Guide). Ensure that DN Monitored is checked.
Configure the CDN as a terminal in the Contact Center Manager Configuration Tool (see the Installation and Maintenance Guide).
Unsupported keys Limitations in Meridian Link prevent the Service Provider from supporting the following keys:
Call park/unpark
No-hold conference call
Pickup
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Chapter 25
Engineer the data network In this chapter Overview
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Contact center and self-service environments
519
Knowledge worker environment
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Network traffic
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Overview The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a nodal environment.
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Media Gateway
VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
Planning and Engineering Guide
VGMC
Gateways
CCMS CCMA
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CallPilot CallPilot Web Server OTM
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
NCC
Modem
VPN Router 1100
CCMM CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
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IP multicasting IP multicasting provides multipoint communication by simultaneously delivering information from one sender to multiple receivers. For more information about IP multicasting, see AppendixE, “IP Multicast Networking”
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Contact center and self-service environments In contact center and self-service environments, the Contact Center Manager Server communicates to other servers through the Nortel server subnet and to the PBX through both the Nortel server subnet and the ELAN subnet.
Network interface card binding order Configure the binding order of the network interface cards so that the NIC connected to the Nortel server subnet card is first, followed by others such as the virtual adapters for remote access. If more than one network interface card is enabled, you may experience delays in Request/Response messages between the clients and the server.
Nortel server subnet The Nortel server subnet is intended for inter-server communications, such as Communication Control Toolkit with Contact Center Manager Server. It is connected to the ELAN subnet through one (and only one) router. The following illustration shows this network configuration.
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MCS IP/Web Client Manager
MCS Media Application Server
MCS Database Server
CCMS
Gateways
Media Servers
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
ELAN Subnet
MCS Mgmt/ Accnt Server
VGMC
Media Gateway VGMC
520 VGMC
Call Server
CCMA CCMM
Modem
VPN Router 1100
CCT
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
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Enterprise IP network traffic In a knowledge-worker environment, Communication Control Toolkit communicates on the Nortel server subnet, and on the ELAN server subnet, to the PBX either directly or through a router from the Nortel server subnet:
MLS traffic
client communication
IVR messages
call data networking messages between Communication Control Toolkit servers
To calculate overall LAN requirements, add the bytes per second required for each of these message types. MLS traffic The network traffic on the LAN relating to MLS messages is directly proportional to the number of lines monitored and the number of calls appearing in the telephone switch on these lines. During the life of a basic call, normal operations performed include MakeCall, Answer, Hold, Unhold, and Drop. To calculate the load on a LAN, assume that Answer, Hold, Unhold, and Drop operations are performed for every inbound call appearing in the contact center. The total number of bytes required for the messages related to these operations is 763 bytes per call. Therefore, to calculate the LAN requirements for Communication Server Link protocol messages, for 10,000 basic calls per hour, use the following formula: (763 x 10,000)/3600 (seconds per hour) = 2120 bytes per second IVR messages The LAN requirements for IVR messages depend on your implementation.
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Call data networking messages between Communication Control Toolkit servers The network traffic overhead due to call data networking messages is directly related to the following:
the number of calls overflowed from one Meridian telephone switch to a remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment (for example, using either Contact Center Manager Server or direct connect)
Other traffic This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional requirements.
Maximum acceptable use Total bandwith utilization of an Ethernet network must not exceed 30 percent in a non-switched network environment. Communication Control Toolkit use of the LAN can be as high as 9 percent for a system with 500 agents. Ensure that the LAN has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to other traffic.
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Knowledge worker environment In a knowledge-worker environment, Communication Control Toolkit communicates on the Nortel server subnet and, in turn, the ELAN subnet to the PBX.
Network interface card binding order Configure the binding order of the network interface cards so that the NIC connected to the Nortel server subnet is first, followed by others such as the virtual adapters for remote access. Enterprise IP network traffic In a knowledge worker environment, Communication Control Toolkit adds the following elements to the Enterprise IP network traffic:
client communication
IVR messages
call data networking messages between Communication Control Toolkit servers
To calculate overall LAN requirements, add the bytes per second required for each of these message types. IVR messages The LAN requirements for IVR messages depend on your implementation. Call data networking messages between Communication Control Toolkit servers The network traffic overhead due to call data networking messages is directly related to the following:
the number of calls overflowed from one Meridian telephone switch to a remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment
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Other traffic This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional requirements. Maximum acceptable use Total usage of the Enterprise IP network must not exceed 30 percent in a shared network environment. Communication Control Toolkit use of the Enterprise IP network can be as high as 9 percent for a system with 500 agents. Ensure that the Enterprise IP network has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to your traffic.
ELAN subnet requirements The Embedded LAN is an Ethernet link designed for server communications with the PBX. The ELAN subnet must be simple, protected, and local. For example, do not extend the ELAN subnet over a WAN. ELAN subnet traffic The ELAN subnet carries the call processing AML traffic. Maximum acceptable use The maximum acceptable use of the ELAN subnet depends on the amount of traffic on the LAN, the length of the cable, and the size of the messages. The probability of collision of packets depends on these factors and affects the average delay within the network. To minimize excessive network message transfer delays due to network congestion, ensure that steady state ELAN subnet use does not exceed 10 percent.
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If your network is operating at or near this limit, replace the shared media hub with an Ethernet switch. For more information about configuring your ELAN subnet, refer to Data Networking for VoIP.
Technical problems The following sections describe problems that can arise if the ELAN subnet is not simple, protected, and local. Propagation/queuing delays AML traffic between the telephone switch and application servers occurs in realtime. Network devices (such as routers and firewalls) and distance cause network propagation and queuing delays. These delays are dynamic and, at a certain threshold, can make the AML time out and initialize. Impact: Inability to treat calls. Lack of reliability or robustness When an ELAN subnet is extended across a WAN, at least three physical networks are interposed between the telephone switch and the server.
The ELAN subnet is designed for mission-critical purposes. Additional network devices increase the number of potential points of failure and, therefore, increase the chances of failure of the ELAN subnet.
The ELAN subnet is designed to be secure and protected. External physical connectivity exposes the ELAN subnet to potential security threats.
Impact: Telephone switch initialization failure, contact center outages, unauthorized access to sensitive data. Increased maintenance and support effort If more network devices are added to the ELAN subnets (for example, for WAN connectivity), they require additional:
configuration (for example, routing)
maintenance (for example, firmware and software upgrades)
support (it takes more time to troubleshoot a more complex network)
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These additional maintenance and support activities may result in a greater number of interruptions to the communication between the telephone switch and Communication Control Toolkit. Impact: Contact center outages and recovery delays. Bandwidth contention Under the normal supported ELAN subnet configuration, ample bandwidth is available on the ELAN subnet.
The telephone switch is sensitive to heavy ELAN subnet traffic. Heavy ELAN subnet traffic (such as broadcast storms and multicast traffic) caused by other devices on the ELAN subnet (such as defective NICs or misconfigured devices) can cause the telephone switch to initialize.
Propagation delays lower the effective bandwidth availability.
The illustration on page 527 shows the relationship between the average delay factor and the LAN usage for different wire lengths. For example, for a system in a single room (where the wire length between components is under 30 meters [m]), the delay factor is 2 when the LAN use is 50 percent. That is, data packet takes twice as long to travel between the components as it does on an idle system. The delay factor x effectively reduces the LAN bandwidth by the factor of x. For example, for a delay factor of 2, the effective bandwidth of the Ethernet LAN is 5 MB/s instead of 10 MB/s. The following illustration shows the performance characteristics for Ethernet.
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Plan Enterprise IP network and ELAN subnet traffic so that the delay factor is never greater than 2. Use this illustration to determine the maximum allowable use given the distance between Communication Control Toolkit components. For example, if the distance between the Communication Control Toolkit components is expected to be 3000 m, ELAN subnet use must not exceed 30 percent. If all of the Contact Center Manager Server components are placed in the same building and the wire length does not exceed 300 m, the maximum ELAN subnet use can be as high as 45 percent. Enterprise IP network use is estimated based on the maximum distance between Contact Center Manager Server components as well as your own components. Impact: Telephone switch call handling operations and contact center outages.
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Slow messaging when NetBios is configured on the LAN The Nortel server subnet card must always be first in the binding order. NetBios must be disabled on the NIC connected to the voice switch (ELAN NIC) because NetBios is not a routable protocol, NetBios traffic does not work well on multi-homed hosts. Impact: Delays in telephony messaging on ELAN subnet.
Other problems Multiple groups from multiple companies manage the ELAN subnet In many companies, the IT group, Network group, and the Telecom group are not in the same reporting structure, or they are outsourced organizations. With a simple embedded LAN between the telephone switch and the application servers, the servicing group does not need to involve all of these groups when troubleshooting ELAN subnet problems. However, after the ELAN subnet is extended in a WAN, multiple groups and companies are required to solve ELAN subnet-related problems. Impact: Delays to ELAN subnet network problem resolution. Process complications due to (security) policies when the ELAN subnet requires external access (for example, a WAN) When end customers expose their internal network to the external network, they normally apply and enforce security policies. The resulting additional security devices (firewall, VPN, and so on) add overhead and propagation delays between the telephone switch and application servers. Additional security policies also add time delays to accomplish tasks. For example, a simple IP address change (for troubleshooting purposes) requires the approval of many groups and the signatures of many managers. Impact: Delays in maintenance activities and problem resolutions.
Conclusion The ELAN subnet is designed as a mission-critical link between the telephone switch and application servers. Therefore, the focus is not on the average uptime, but on the single time that the ELAN subnet can fail or cause a failure.
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The goal is to keep the ELAN subnet simple to minimize potential points of failures and hindrances. If you connect extend the ELAN subnet in a WAN, simplicity is replaced by complexity, thus degrading the mission-critical level of the ELAN subnet for the server and the telephone switch.
ELAN subnet connection to Enterprise IP network The ELAN subnet is used for different purposes with different Nortel products. Some products (such as Communication Server 1000 Telephony Manager) use the ELAN subnet in a standard burst-mode (transaction-based) communication, while others (such as Communication Control Toolkit) depend on the ELAN subnet for a stream-mode (real-time based) communication. The ELAN subnet must be connected to other internal networks through routers and to the Nortel server subnet through only one router.
Communication Server 1000 Telephony Manager on the ELAN subnet Where there is no Contact Center server connected to the telephone switch, the ELAN subnet traffic may be used with Communication Server 1000 Telephony Manager for telephone switch-management. While this type of communication is considered standard data communication, nevertheless, the following are required when Communication Server 1000 Telephony Manager is connected to the ELAN subnet:
Use an Ethernet switch rather than a shared-media hub.
If the ELAN subnet is connected to the Enterprise IP network, install a filtering router to protect the ELAN subnet. This connection is to protect the ELAN subnet from unintended traffic from the Enterprise IP network, which may, in turn, interrupt the operation of the telephone switch.
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Communication Control Toolkit and Communication Server 1000 Telephony Manager on the ELAN subnet In situations where both Communication Control Toolkit and Communication Server 1000 Telephony Manager are present, take extra care in the treatment of the ELAN subnet. When connecting the ELAN subnet to a router, follow the Communication Server 1000 Telephony Manager strict guidelines for filtering and routing. Usage of the ELAN subnet is designed and tested for inter-Nortel product communications. Any communication with non-Nortel equipment has not gone through Nortel testing and proper engineering analysis. These external communications over the ELAN subnet, therefore, present an unknown factor and thereby potential negative impact to the overall operation of the telephone switch and its auxiliary processors.
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Network traffic Contact Center Manager Server uses remote method calls between the client machine and the Communication Control Toolkit server. Nortel recommends that you design and develop the applications to minimize the number of remote calls and, therefore, reduce the demands on the underlying network and increase the application responsiveness. For network traffic information, assume that the client credentials are authenticated with the Contact Center Manager Server, that all the necessary event handlers are created, and that the assigned resources are retrieved from the Communication Control Toolkit server.
Answering and dropping an incoming call The following table provides the minimum amount of memory required to answer and drop an incoming call. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server. Item
Minimum memory requirements
Client
4194 bytes
Server
27,809 bytes
Total bytes
32,003 bytes
Total
31.3 KB
A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Therefore, more memory is required for a typical application.
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Example of answering and dropping an incoming call A typical application requests the following information to answer and drop an incoming call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table indicates the amount of memory required to complete the request mentioned in “Example of answering and dropping an incoming call” on page 532. Item
Typical memory requirements
Client
18,429 bytes
Server
63,377 bytes
Total bytes
81,806 bytes
Total
79.9 KB
Making and dropping an outbound call The following table provides the minimum amount of memory required to make and drop an outbound call. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server.
532
Item
Minimum memory requirements
Client
4483 bytes
Server
11,053 bytes
Total bytes
5536 bytes
Total
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A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Therefore, more memory is required for a typical application. Example of making and dropping an outbound call A typical application requests the following information to make and drop an outbound call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table provides the amount of memory required to complete the request mentioned in “Example of making and dropping an outbound call” on page 533. Item
Typical memory requirements
Client
18,429 bytes
Server
63,377 bytes
Total bytes
81,806 bytes
Total
79.9 KB
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Answering and dropping an incoming call using the Reference Client The following table provides the minimum amount of memory required to answer and drop an incoming call using the Reference Client. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server. Item
Minimum memory requirements
Client
69,088 bytes
Server
104,622 bytes
Total bytes
173,710 bytes
Total
169.6 KB
Making and dropping an outbound call using the Reference Client The following table provides the network traffic between the Contact Center Manager Server and the Reference Client when making and dropping an outbound call.
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Item
Minimum memory requirements
Client
85,856 bytes
Server
134,371 bytes
Total bytes
220,227 bytes
Total
215.1 KB
Contact Center Manager
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Port usage
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Contact Center Voice Services on CallPilot requirements
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Contact Center Voice Services on Meridian Mail requirements
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Overview This chapter provides information for determining the number of voice ports required to provide voice processing services to Contact Center Manager Server, as well as the requirements for CallPilot and Meridian Mail, if they are providing voice services to Contact Center Manager.
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Port usage The number of voice ports required depends on:
the rate of port requests
the duration of voice sessions
the Grade of Service (GOS)
Grade of Service refers to the probability that requests are delayed by more than a certain number of seconds. For CallPilot and Meridian Mail, the standard GOS used is 5 percent probability that the calls are delayed for more than six seconds, and 95 percent of the calls incur a delay of less than six seconds. Voice ports must be dedicated to Contact Center Manager Server. They cannot be shared with other services.
ACCESS port usage Contact Center Manager Server can support a single ACCESS connection to control voice processing. A single ACCESS connection supports up to 192 voice ports. This may limit Contact Center Manager Server performance by limiting the rate of calls that require Contact Center Manager control of voice processing. The following conditions apply:
CallPilot supports a maximum of 192 voice ports. However, one voice port must be reserved for messaging. Therefore, 191 voice ports provide voice services for Contact Center Manager.
None of the predefined applications (and, therefore, workloads) require controlled voice services; therefore, none result in ACCESS traffic.
Non-ACCESS port usage Contact Center Manager voice services that do not require local voice port control (such as Give IVR) do not result in ACCESS usage and, therefore, are not subject to the 192-port limitation. Additional voice ports may be required, however, to support these services.
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ACCESS requirements Contact Center Manager generates ACCESS traffic when it communicates with the integrated voice processing system (CallPilot or Meridian Mail) to obtain the following controlled voice services:
Give Controlled Broadcast command
Collect Digits command
Open/Close Voice Session commands
For Contact Center Voice Services on Meridian Mail, ACCESS traffic is transmitted over a dedicated high-speed serial connection. For Contact Center Voice Services on CallPilot, ACCESS traffic travels on the ELAN subnet.
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Contact Center Voice Services on CallPilot requirements CallPilot platforms Contact Center Voice Services on CallPilot requires CallPilot Release 3.0 or later. The following table shows the three CallPilot platforms, the number of channels available on each of these platforms, and the maximum centum call seconds (CCS). CallPilot platform
Maximum voice channels
Maximum CCS Erlang C
Maximum CCS Erlang B
201i
40
1183
1116
703t
96
3120
3028
1002rp
192
6515
6417
CallPilot and multiple servers on the same telephone switch If you use CallPilot to provide front-end IVR, the same CallPilot can support all of the up to three Contact Center Manager systems connected to the same telephone switch. If you use Contact Center Voice Services on CallPilot—that is, if CallPilot is providing Give IVR or ACCESS voice services (Open/Close Voice Session, Collect Digits, and Give Controlled Broadcast)—CallPilot can serve only one Contact Center Manager Server. Therefore, each Contact Center Manager system must be connected to a separate CallPilot. On a CS 1000E switch, Give Controlled Broadcast requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide.
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CPU impact Contact Center Voice Services on CallPilot uses MLS for communication between CallPilot and Contact Center Manager. To estimate the additional CPU load generated by Contact Center Voice Services on CallPilot, use the CapTool application.
ELAN subnet impact For Contact Center Voice Services on CallPilot, ACCESS traffic is carried on the ELAN subnet or over the Nortel server subnet. In the ELAN subnet situation, the CapTool application automatically determines the additional load on the ELAN subnet. For more information, see “ACCESS link,” on page 542.
Nortel server subnet impact Contact Center Voice Services on CallPilot results in additional MLS traffic on the Nortel server subnet. When you use CapTool to perform a capacity assessment in an environment with Contact Center Voice Services on CallPilot, the application automatically calculates the impact of the additional MLS traffic on bandwidth.
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Contact Center Voice Services on Meridian Mail requirements Software release Meridian Mail, Release 13 or later, must be used with Contact Center Manager.
Meridian Mail and multiple servers on a telephone switch If you use Meridian Mail to provide front-end IVR, the same Meridian Mail can support all of the up to three Contact Center Manager systems connected to the same telephone switch. If you use Contact Center Voice Services on Meridian Mail to provide IVR services (that is, with the Give IVR command), the same Meridian Mail can support all three Contact Center Manager systems. However, the following restrictions apply:
You must allocate the Meridian Mail IVR ports between three IVR queues, and dedicate a queue to each server.
All of the servers must belong to the same customer group. (Therefore, you cannot network the servers together.)
If you use Contact Center Voice Services on Meridian Mail to provide ACCESS voice services (Open/Close Voice Session, Collect Digits, and Give Controlled Broadcast), Meridian Mail can serve only one Contact Center Manager system.
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Meridian Mail platforms The following table shows the four Meridian Mail platforms, the number of ports available on each of these platforms, and the increments for port additions. Maximum port requests at 30 sec MHT
Meridian Mail platform
Ports
Maximum port Approx. Port maximum requests at 1 min MHT increments CCS
Card Opt
2–12
2 ports
247
412
824
EC 11
4–48
4 or 8 ports
1342
2237
4474
Modular Opt/ Modular Opt GP
4–64
4 or 8 ports
1858
3097
6194
Modular EC
4–96
4 ports
2912
4853
9706
Notes: 1.
36 centum call seconds (CCS) is the equivalent of 1 Erlang and is the amount of traffic one port can handle if it is busy all the time.
2.
Do not confuse MHT with call rate. A single call can create more than one port request.
ACCESS link Access traffic for CallPilot is routed on the ELAN subnet. For Meridian Mail, the traffic is routed on a dedicated link. The bandwidth calculations are identical for both. Without loss of generality, the following description refers to the Meridian Mail dedicated link. The bandwidth of the ACCESS link ranges from 4.8 KB/s to 38.4 KB/s. The maximum use of the link is assumed never to exceed 50 percent. The recommended ACCESS link speed is 19.2 KB/s. Installation grounding To avoid damage to Contact Center Manager Server, the telephone switch, or the voice processing system as a result of poor grounding, install electro-optical isolators for use on the RS-232 ACCESS cable. Use this type of isolator to ensure that no surges occur during electrical disturbances. 542
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ACCESS link use The following table shows the use of the ACCESS link for different call rates. Each call is assumed to include one Collect Digits treatment and one Give Controlled Broadcast treatment. Call rate
ACCESS use (percent)
1000
2.0%
5000
9.8%
10,000
19.6%
15,000
29.3%
20,000
39.1%
25,000
48.9%
30,000
58.7%
35,000
68.5%
Maximum use is 70 percent. The following formula calculates use of the ACCESS link: ACC_Utilization = 100% * ACC_BW_Required_KbitsSec / ACC_Bandwidth_KBitsSec
ACCESS link capacity The following is the computation of the maximum rate of ACCESS-related calls that the link can support for 100 percent Give Controlled Broadcast (GCB) calls and 100 percent Voice Session Collect Digits (VSCDG) calls: Max_AC_GCB_PerHour = (ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) / (GCB_Acc_Size * 8) Max_AC_VSCDG _PerHour = (ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) / (VSCDG_Acc_Size * 8)
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CSL Command and status link (CSL) traffic is used for communication between Communication Server 1000/Meridian 1 PBX and Meridian Mail. CSL traffic is generated only when voice services are required for a call. CSL traffic is transmitted over a dedicated high-speed serial connection. For Contact Center Voice Services on CallPilot, CSL traffic travels on the ELAN subnet and is included in computations of ELAN subnet bandwidth. CSL traffic cost The following table shows the variables and their values used in the CSL traffic calculations. Variable
Definition
Value
CSL_Bandwidth_KBitsSec CSL Bandwidth (KB/s)
9.6
CSL_Max_Utilization
CSL Maximum Utilization
0.7 (70%)
nGCB_Simultaneous
Average # simultaneous calls per port on GCB
User-defined
The following is the computation of the bandwidth required for CSL traffic: CSL_BW_Required_KbitsSec = (((PeakCallRate)/nGCB_Simultaneous)* CSL_Bytes_PerSession * AvgGCBCall * 8) / 1000) / 3600
The bandwidth of the CSL is 9.6 KB/s. The maximum utilization of the CSL is 70 percent.
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CSL utilization The following table shows the use of the CSL based on workload and the call rate. Call rate
CSL use per workload (percent)
1000
1.2
5000
6.2
10,000
12.4
15,000
18.6
20,000
24.8
25,000
31.0
Maximum use is 70 percent. The following formula is used to calculate utilization of the CSL: CSL_Utilization = 100% * CSL_BW_Required_KbitsSec / CSL_Bandwidth_KBitsSec
CSL capacity The following formula calculates the maximum rate of CSL-related calls (voice) supported by the link. Using the following computations, the maximum CSL call rate is estimated to be 56 523 calls per hour, if all calls require voice service: Max_CSL_Sessions_PerHour = (CSL_Bandwidth * CSL_Max_Utilization * 1000 * 3600) / (CSL_Bytes_PerSession * 8)
NLI link The network loop interface (NLI) link facilitates the voice path between Communication Server 1000/Meridian 1 PBX and Meridian Mail. NLI is used only for calls requiring IVR service. The number of voice ports needed for this link is calculated based on the number of voice sessions required by Contact Center Manager. Planning and Engineering Guide
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Contact Center Manager
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Engineer Contact Center Manager for multimedia In this chapter Overview
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Engineer the e-mail server
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Overview Before you install Contact Center Multimedia, you must ensure that the Contact Center Manager system is set up properly to work with Contact Center Multimedia. You can use Contact Center Multimedia with Contact Center Manager Server. Contact Center Multimedia is not supported on Symposium Call Center Server 5.0 or earlier, Symposium Express Call Center, Communication Server 2x00, or SIP.
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Contact Center Manager requirements To use Contact Center Multimedia, your Contact Center Manager setup must meet the requirements in the following checklist. For more information about configuring Contact Center Multimedia, refer to the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia requirements
✓
Ensure Open Queue feature is enabled on Contact Center Manager Server. Ensure that the OAM service is running. You can verify this by ensuring that the OAM service is in the System Monitor window on Contact Center Manager Server or by ensuring that the OAM_Service starts in the Windows Service Control Panel. Retrieve the site name of the Contact Center Manager Server. This value is case-sensitive. Retrieve the server name of Contact Center Manager Server. Retrieve the version of Contact Center Manager Server. Ensure that all agents have Contact Center Multimedia types assigned in Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific Route Points are created in Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific Route Points are acquired by Contact Center Manager Administration. Ensure that agent phones are configured for AST control. Ensure that AST class of service is enabled on the agent phonesets. For more information, refer to “Engineer the telephone switch for multimedia” on page 555.
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✓
Contact Center Multimedia requirements
Ensure that the Contact Center Multimedia agent phones are acquired by Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific skillsets are created. These skillsets must have EM_ (e-mail), OB_ (Outbound), or WC_ (Web communications) as the first three characters in their name. For more information, refer to the Contact Center - Manager Scripting Guide for the Communication Server 1000/Meridian 1. Ensure that the Contact Center Multimedia scripts are installed, created, validated, and tested following the normal Contact Center Manager scripting guidelines. For more information, refer to the Contact Center - Manager Scripting Guide for the Communication Server 1000/Meridian 1.
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Engineer the e-mail server You can use the Contact Center Multimedia Administrator to configure mailboxes, general settings, and rules that are required and optional for routing e-mail messages. This section provides an overview of the e-mail server requirements, including the use of aliases. Contact Center Multimedia pulls e-mail from any POP3/ SMTP compatible e-mail server. It polls the mailboxes at specified intervals.
E-mail server requirements Contact Center Multimedia uses the POP3/SMTP protocols to retrieve and send e-mail. You must enable these protocols on your mail server. Contact Center Multimedia is capable of supporting SMTP Authentication, POP3/SMTP over SSL, and the use of non-standard ports for these protocols. For details, refer to the Contact Center Multimedia Installation and Maintenance Guide.
Configure the e-mail settings Use the E-mail Configuration window to configure these settings:
The Mailbox Scan Interval is the interval between the scans are made to the E-mail server to check for new e-mail messages. The default value is 60 seconds. Configure the specific intervals in the Contact Center Multimedia Administrator application.
The Attachment Files are the locations on the Contact Center Multimedia server where the attachments to e-mail messages are stored. A URL is provided for agents to access the folder on the Web server. These values are provided by default.
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To change these folder names, you must ensure that the new folder exists on the file system with the correct path to the folders, the folder is shared, a parallel IIS virtual folder is created, and that all of the permissions are correct. No verification is performed in the Contact Center Multimedia Administrator application to ensure that the new values are correct, so the values need to checked carefully. The default values for the folder, where <Server name> is the name of the Contact Center Manager server, are: Inbound URL: http://<Server name>/inboundattachment Inbound Share: \\<Server name>\inboundattachment Outbound URL: http://<Server name>/outboundattachment Outbound Share: \\<Server name>\outboundattachment ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment locations defined during installation. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you:
552
Create the Inbound e-mail attachment folder with the path MailAttachments/Inbound.
Create the Outbound folder with the path MailAttachments/Outbound.
Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.
Configure the correct folders in the E-mail attachment locations in the Contact Center Multimedia Administrator application.
The Auto-Number Outbound E-Mail is the customer identification number and can optionally be included in the message subject of all e-mail messages.
The Include E-Mail Body in Keyword Search specifies the keyword search for rules is applied to both the subject and the body of the e-mail message. You can also select the number of characters in the e-mail message you want to search.
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Mailbox requirements Contact Center Multimedia logs onto nominated mailboxes on your mail server and retrieves e-mail at defined intervals. E-mail is then routed to agents. To route an e-mail, Contact Center Multimedia requires the mailbox name and password. In addition, Contact Center Multimedia requires the possible alias names used for a mailbox to ensure correct routing of e-mail.
Aliases An alias is an alternative name for a mailbox. Sending an e-mail to either an alias or the mailbox itself has the same result, that is the e-mail is stored in the same place. For example, there is a mailbox named [email protected]. This mailbox has two aliases—[email protected] and [email protected]. If you send an e-mail to either one of these addresses ([email protected], [email protected], [email protected]), the e-mail is sent to the same destination, which is [email protected]. Why use an alias? Aliases are useful for e-mail filtering. For example, if an alias address is defined for only a short promotional period of time, you can discard any e-mail that arrive at that alias after the promotional time has passed. What is the impact of alias addresses on Contact Center Multimedia? Alias addresses are a useful pre-routing tool for e-mail. Given the example in the previous section, you can configure three e-mail routing rules. E-mail arriving with an address [email protected] can be routed to the skillset EM_ContactCenterSales. E-mail arriving with the address [email protected] can be routed to the skillset EM_MCSSales. If an e-mail arrives at the address [email protected], you may not be sure of its content (at least without further keyword searching), therefore, route it to a general skillset such as EM_DefaultSales.
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Configuring an alias within Contact Center Multimedia As an alias is only an alternative name for a mailbox, it is not polled itself. Therefore, Contact Center Multimedia must be aware of all possible aliases to ensure powerful routing. Define an alias in the same way as a physical mailbox. The only difference is you select the alias radio button rather than the enabled button. This informs Contact Center Multimedia that this is an alias address and there is no physical mailbox to poll. The e-mail itself is retrieved from the physical mailbox the alias is associated with. When you define all the possible aliases (as well as the physical mailboxes) in this list, the aliases become available to the Rules Wizard to selective apply keyword searching, including address matching and other criteria to make routing decisions. For detailed information on defining an alias, refer to the Contact Center Contact Center Multimedia Installation and Maintenance Guide.
Outgoing e-mail Configure outgoing e-mail mailbox settings to identify who is responding to the customer’s e-mail message. The response can contain the e-mail address to which the customer sent the original e-mail message, or a general corporate e-mail address that is configured for each skillset. Agent-initiated messages are always sent from an e-mail address associated with a skillset. Once you define the rules for e-mail routing, all e-mail are routed to a skillset. To determine the mailbox that is set as the originator, map the skillset to a mailbox. For detailed information, refer to the Contact Center Contact Center Multimedia Installation and Maintenance Guide.
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Engineer the telephone switch for multimedia This section provides an overview of the Contact Center Multimedia telephone switch requirements. Before you install the Contact Center Multimedia components, you must ensure that the telephone switch is configured properly with:
agent phones configured with for Communication Control Toolkit control
ACD and DN keys on agent phone configured for Communication Control Toolkit control
An e-mail agent with a telephony toolbar also needs at least one ACD key configured. This section provides samples of the setup of the agent TNs on the telephone switch to allow Communication Control Toolkit control. Complete the checklists in this section to ensure that your telephone switch meets all the requirements for Contact Center Multimedia.
Supported telephone switches Contact Center Multimedia relies on Communication Control Toolkit for switch support. For more information, see Chapter 20, “Engineer Communication Control Toolkit.” For more information about supported telephone switches, see “Telephone switches supported by Contact Center Manager,” on page 89.
Configure agent phones Contact Center Multimedia requires Communication Control Toolkit on all of the agent computers to enable the agent user interface to control the status of the phone. This configuration is the same as the standard Communication Control Toolkit configuration for the agent phone.
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Communication Server 1000/Meridian 1 PBX checklist for agent phones When you engineer agent phones (TNs) for use with Communication Control Toolkit, you must complete the tasks in this checklist. Communication Server 1000/Meridian 1 PBX for the agent
✓
Ensure Open Queue feature is enabled on Contact Center Multimedia. Create a TN entry for each contact center agent, following the instructions in the Contact Center Manager documentation. Ensure that key 0 has ACD functionality. If you are enabling Outbound, ensure that a personal DN key is created on the contact center agent phone. Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys. AST can be configured only on a maximum of two keys. Ensure that IAPG is enabled.
Sample agent phone configuration The following sample provides the telephone switch configuration of the agent phone configured for Communication Control Toolkit. You perform this setup on LD 11. For more information, see the Communication Control Toolkit Installation & Maintenance Guide. DES TN TYPE CDEN CUST AOM FDN TGAR
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8446 017 0 00 09 2616 8D 0 0 8383 1
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LDN NO NCOS 6 SGRP 0 RNPG 0 SCI 0 SSU LNRS 16 XLST SCPW CLS CTD FBD WTA LPR MTD FNA HTA ADD HFD MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD DDGA NAMA DRDD EXR USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN CPND_LANG ENG RCO 0 HUNT 8383 LHK 8 LPK 0 PLEV 02 SPID NONE AST 00 08 IAPG 1 AACS YES ACQ AS: TN,AST-DN,AST-POSID ASID 16 SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 19 22 24 SFRB 1 2 15 USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15 CALB 0 1 3 4 5 6 8 9 10 11 12 FCTB ITNA NO DGRP PRI 01 MLWU_LANG 0
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DNDR 0 KEY 00 ACD 8710 0 4715 AGN 01 DWC 8710 02 AO6 03 TRN 04 05 NR 06MSB 07 08 SCR 8446 0 CPND NAME Mark Smith XPLN 27 DISPLAY_FMT FIRST,LAST 09 SCR 8476 0 MARP CPND NAME Paula Jones XPLN 27 DISPLAY_FMT FIRST,LAST 10 ACNT 11 SCR 4305 0 MARP 12 ADL 16 13 CFW 4 8396 14 MWK 8383 15 DATE 30 APR 2004
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Engineer Outbound Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. The Outbound Campaign Management Tool is not available in a SIP-enabled contact center. The following diagram shows how outbound contacts interact with Contact Center Manager Administration, Contact Center Multimedia, and Contact Center Manager Server.
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Contact Center Outbound consists of the following components:
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Outbound Campaign Management Tool—Use the Outbound Campaign Management Tool to create, modify, and monitor a maximum of 20 simultaneous outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. Each outbound campaign can contain 5000 calls in the call list.
Campaign Scheduler—This is a Contact Center Multimedia server component used to determine when to queue contacts to the Contact Center Manager Server. The Campaign Scheduler monitors the status of each campaign and performs the following: Sets campaign status to running and queues contacts to Contact Center Manager Server when the campaign start time or daily start time occurs. Sets the campaign status to non-running and removes contacts from Contact Center Manager Server when the daily end time occurs. Sets the campaign status to expired and removes contacts from Contact Center Manager Server when the daily time occurs. Sets the campaign status to completed when all contacts are processed. Contacts are queued to Contact Center Manager Server at the configured rate. By default, the campaign scheduler presents outbound contacts every 60 second intervals. Use the Contact Center Multimedia Administrator Outbound Campaign Scheduler Configuration window to change the interval length.
Contact Center Agent Desktop—Agents use Contact Center Agent Desktop to process outbound contacts. When a campaign runs, outbound contacts are routed to Agent Desktop, and agents can: Accept or reject an outbound contact Review and update customer information Make the outbound voice call Follow an agent script and record customers answers and comments Select a disposition code to record the result of the call For more information about the Contact Center Agent Desktop, see the Contact Center Agent Desktop User’s Guide.
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Contact Center Manager Administration—Use Real-Time Reporting and Historical Reporting in Contact Center Manager Administration to create and run real-time and historical reports for campaigns. Real-Time Reporting is used to display real-time and up-to-date statistics information regarding a campaign, such as the number of waiting contacts, the number of answered contacts, or the average answer delay. Historical Reporting is used to provide information about campaigns, such as Campaign Call Details, Campaign Script Result Details, Campaign Summary and Script Summary.
InterSystems Caché database—Contact Center Multimedia server uses an InterSystems Caché database server and its associated Web services to store information. The database is installed during the Contact Center Multimedia software installation.
Open queue—Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced by the software-based Open Queue technology, which can queue up to 30 000 contacts at one time for routing and reporting.
In addition to the standard reports, you can use Report Creation Wizard to customize and create new reports.
Outbound capacity Contact Center Outbound components have the following capacity:
Outbound Campaign Management Tool monitors a maximum of 20 simultaneous outbound campaigns with a maximum of 5000 contacts (e-mail or outbound) per campaign.
Contact Center Agent Desktop processes a maximum of 2500 contacts (e-mail or outbound) per hour to a maximum of 600 agents.
InterSystems Caché database server and its associated Web services store information for 1,000,000 contacts in a database that is saved on a 20 GB disk.
Open queue can queue up to 30,000 contacts at one time for routing and reporting.
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Chapter 28
Communication Control Toolkit supported functions and events In this chapter Supported functionality
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Supported functionality for IPML
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Communication Control Toolkit supported functions and events
Standard 11.12
Supported functionality The tables in this section indicate which Contact Center Manager functions are supported by the Communication Control Toolkit Connector.
Basic Communication Control Toolkit call control functions The following table list the basic Communication Control Toolkit call control functions.
Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Make Call
Yes
Yes
Hold Current Call
Yes
Yes
The Auto Hold Allowed (AHA) and Swap Hold switch features are not supported. Unhold Call
Yes (Retrieve Call)
Yes (Retrieve Call)
Drop Current Call (Release)
Yes
Yes
Blind Transfer Call
Yes
Yes
Initiate Managed Transfer
Yes
Yes
Complete Transfer
Yes
Yes
Initiate Conference Call
Yes (up to six parties)
Yes (up to 6 parties)
Complete Conference Call
Yes
Yes
Call Forward
Yes
No
Cancel Call Forward
Yes
No
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Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Join Conference
No
No
Deflect Calls
No
No
Get Status
Yes
Yes
Get Call Capabilities
Yes
Yes
Get Data
Yes
Yes
Delete Data
Yes
Yes
Append Data
Yes
Yes
Add Data Observer
No
No
Remove Data Observer
No
No
Make Set Busy
Yes
No
Reserved Function
No
No
Get/Set UUI
No (UUI attached as call No data)
Send DTMF (for example, credit card number to IVR)
Yes
Mute/Unmute
No
Consult
Yes (but must designate Yes (but must designate as transfer or conference) as transfer or conference)
Park/Unpark
No
No
Message Waiting Indicator
No
No
HER (Host Enhanced Routing)
Yes
No
Planning and Engineering Guide
No
DTMF is not supported in direct connect mode. No
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Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Answer
Yes
Yes
The fast transfer functionality does not support completing a fast transfer call to an external trunk number. This functionality is designed for predictive dialing environments where the application sends a MakeCall request to an external customer number, and when the customer answers, the application sends the FastTransfer request to blind transfer the customer to a live agent.
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Contact Center specific functions The following table list the Contact Center specific functions.
Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Agent LogIn
Yes
Yes
Agent Logout
Yes
Yes
Set Ready
Yes
Yes
Set Not Ready
Yes
Yes
ACD Set Activity Code
Yes
No
ACD Set Not Ready/Reason Codes Yes
No
Work Ready Key support
No
No
Agent Whisper
No
No
Monitor (Observe)/Record Call
No
No
Set Call treatment
Yes
No
Barge In
No
No
Call Supervisor
Yes
No
Make Emergency call
Yes
No
Answer Emergency call
No
No
Redirect to another skillset
No
No
Return a call to the queue skillset that it came from
No
No
Redirect/Route a call to another queue/skillset (effectively a blind transfer)
No (use blind transfer)
No (use blind transfer)
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Function
Supported for CS 1000/M1
Standard 11.12
Supported for Communication Server 2x00/DMS
Not Ready after Call Completed/on PBX configuration Disconnect option
No
Ability to return the Not Ready No reason code on completion of a call
No
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Supported Communication Control Toolkit events The following table indicates which events are delivered by the Communication Control Toolkit Connector.
Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Ringing Event
Yes
Yes
Dialtone Event
No
No
Busy Event
No
No
Offering Event
Yes
Yes
Ringback Event
Yes
Yes
Inbound Connected Event
Yes
Yes
Outbound Connected Event
Partial
Partial
Connected Event
Yes
Yes
Disconnected Event
Yes
Yes
Held Event
Yes
Yes
Unheld Event
Yes
Yes
OnHold Pending Conference Event Yes
Yes
Onhold Pending Transfer Event
Yes
Yes
Transferred Event
No
No
Conference Event
No
No
Initiated Transfer Event
Yes
Yes
Initiated Conference Event
Yes
Yes
Session Disconnect Event (includes Yes shutdown)
Yes
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Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Device Forward Event
No
No
Status Change Event
Yes
Yes
Notice Message Waiting Event
No
No
Notice No Message Waiting Event
No
No
Agent Logged out Event
Yes
Yes
Agent Logged in Event
Yes
Yes
Agent Ready Event
Yes
Yes
Agent Not Ready Event
Yes
Yes
Agent Busy Event
Yes
Yes
Agent Work Ready Event
No
No
Reserved Event
No
No
Activity Code Entered
Yes
No
WalkAway Activated
No
No
WalkAway Return
No
No
Emergency Invoked
No
No
Call Supervisor Invoked
No
No
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Supported functionality for IPML The following tables indicate which Contact Center Manager events and functions are supported by the IPML Connector. Event
Supported
Ringing Event
Yes
Dialtone Event
Yes
Busy Event
Yes
Offering Event
Yes
Ringback Event
Yes
Inbound Connected Event
Yes
Outbound Connected Event
Yes
Connected Event
Yes
Disconnected Event
Yes
Held Event
Yes
Unheld Event
Yes
OnHold Pending Conference Event
No
Onhold Pending Transfer Event
No
Transferred Event
Yes
Conference Event
Yes
Initiated Transfer Event
Yes
Initiated Conference Event
Yes
Shutdown Event
Yes
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Event
Supported
Device Forward Event
No
Status Change Event
No
Notice Message Waiting Event
No
Notice No Message Waiting Event
No
View call structures Event
No
Get Agent State
Partial
Get Version
No
Agent Logged out Event
Yes
Agent Logged in Event
Yes
Agent Ready Event
Yes
Agent Not Ready Event
Yes
Agent Busy Event
No
Agent Work Ready Event
Yes (CS 1000/Meridian 1 only)
Reserved Event
No
Activity Code Entered
Yes (CS 1000/Meridian 1 only)
WalkAway Activated
No
WalkAway Return
No
Emergency Invoked
No
Call Supervisor Invoked
No
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Communication Control Toolkit supported functions and events
Basic call control functions The following table list the basic call control functions. Function
Supported
Make Call
Yes
Dial
Yes
Hold Current Call
Yes
Unhold Call
Yes (Retrieve Call)
Drop Current Call (Release)
Yes
Blind Transfer Call
Yes
Initiate Managed Transfer
Yes
Complete Transfer
Yes
Initiate Conference Call
Yes (Three-party only DMS)
Complete Conference Call
Yes
Call Forward
Yes (CS 1000/Meridian 1 only)
Cancel Call Forward
Yes (CS 1000/Meridian 1 only)
Join Conference
No
Deflect Calls
No
Get Status
Partial
Get Call Capabilities
Yes
Reconnect
Yes (Achievable in two steps)
Get Data
Yes
Delete Data
Yes
Append Data
Yes
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Function
Supported
Add Data Observer
Yes
Remove Data Observer
Yes
Make Set Busy
Yes (CS 1000/Meridian 1 only)
Reserved Function
No
Get/Set UUI
Partial (Get only – G31/Communication Server only)
Send DTMF (for example, credit card Yes (CS 1000/Meridian 1 only) number to IVR)
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Mute / Unmute
No
Consult
Yes (But must designate as xfer or conf)
Park/Unpark
No
Message Waiting Indicator
No
HER (Host Enhanced Routing)
No
Answer
Yes
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Contact Center Specific functions The following table list the Contact Center specific functions. Function
Supported
Agent LogIn
Yes
Agent Logout
Yes
Set Ready
Yes
Set Not Ready
Yes
ACD Set Activity Code
Yes
ACD Set Not Ready/Reason Codes
No
Work Ready Key support
Yes (MSB)
Activity Codes
No
Agent Whisper
No
Monitor (Observe)/Record Call
Msg Supported
Set Call treatment
Yes
Barge In
No
Call Supervisor
No
Make Emergency call
No
Answer Emergency call
No
Redirect to another skillset Return a call to the queue skillset that No it came from Redirect / Route a call to another queue / skillset (effectively a blind xfer)
Planning and Engineering Guide
No
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Function
Supported
Not Ready after Call Completed/on Disconnect
No
Ability to return the Not Ready reason code on completion of a call
No
Route Call
Yes
Standard 11.12
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part 4 Remote support
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Remote support with a VPN In this chapter Overview
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Guidelines for the Remote Support VPN
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VPN configurations
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Overview This chapter describes remote support using VPN.
Remote support for Contact Center Manager If you require remote technical support, your distributor or Nortel technical support staff must be able to connect remotely to your server. Virtual Private Network (VPN) is more secure than direct connected modems. While many VPN technologies and configurations are available, for remote support of Enterprise voice equipment, Nortel supports a standard with a technology based on the VPN Router 1100 (as a minimum) in a particular host-to-gateway configuration. This chapter provides guidelines for the standard Nortel Remote Support VPN configuration. This configuration is recommended for Contact Center Manager in both standalone mode and co-resident mode (with either Contact Center Manager Administration or with Contact Center Manager Administration and Communication Control Toolkit).
Remote support over a direct-connect modem If VPN is not available, it is still possible to provide remote support over a direct-connect modem (however, many enterprises view this as a security risk). To facilitate remote support through a direct-connect modem the following is required:
a modem connected to each Contact Center Manager server
Remote Access Services (RAS) configured on each server
Due to the operating system communication-layer issues, Contact Center Manager Administration and the Communication Control Toolkit cannot be configured to use RAS (and thereby the direct-connect modem) for remote support.
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Therefore, if Contact Center Manager Server is configured in a co-resident solution with Contact Center Manager Administration (or Contact Center Manager Administration and Communication Control Toolkit), and VPN access is not available, a direct-connect modem access may be used through an external RAS device on the data-network. Some examples are:
a corporate RAS server with modem to the PSTN and a connection to the LAN
a computer with modem to the PSTN, RAS enabled, and a connection to the LAN
A third-party remote-maintenance product with modem to the PSTN and a connection to the LAN
With the listed alternatives, the end-user assumes the responsibility for setup on their premises and the risks to their equipment associated with this pass-through type of connection.
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Guidelines for the Remote Support VPN When you set up your VPN for remote support, follow these guidelines:
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Create a dedicated subnet for Nortel voice application servers (for example, the Nortel Server Subnet), and treat this subnet as mission-critical. (It is a good network engineering practice, even in a non-VPN environment, to optimize network traffic by grouping servers that need to communicate with each other on a subnet.)
Install, at a minimum, VPN Router 1100 (or later) version 4.8 (or later) with the modem option. Configure the modem as a user-tunnel to listen on the PSTN.
Connect the VPN Router to the Nortel Server Subnet.
Configure the VPN Router, as well as any network routers and firewalls, to give inbound remote support users unrestricted access to the Nortel application servers.
Optionally, restrict remote support users’ access to other subnets in your LAN/WAN. As usual, ensure that the Nortel application servers have unrestricted access to the enterprise LAN/WAN.
Ensure that the ELAN subnet is connected to the Nortel Server Subnet through one (and only one) router. Take the additional precaution of configuring the network router to allow only intended traffic into the ELAN subnet.
Activate Split Tunneling on the VPN Router. Concerns over access into the corporate network may be alleviated by restricting access (through the VPN Router and firewalls) of remote support staff from other subnets upon logon.
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VPN configurations This section describes recommended configurations that meet the needs of most users. However, because every network is different, the exact configurations may not be practical in all environments. Use these recommendations as a starting point and building block when creating your Remote Support VPN.
Benefits The Nortel recommended remote support configurations provide the following benefits:
Protection for your network from unauthorized external users.
Any location is accessible, even through an analog line, but are still protected by the VPN.
Flexible designs exist that can be extended to non-Nortel products and that can accommodate customer-specific network requirements.
VPN equipment is local to the equipment it serves, resulting in network and management simplicity, while allowing for central security authentication management.
Solution is cost-effective.
The recommended configuration is provided as a starting point for designing your Remote Support VPN. However, when you deviate from the recommended configurations, you may sacrifice some of these benefits.
Configuration types Nortel recommends a host-to-gateway configuration for the Remote Support VPN. The following illustration shows the recommended VPN remote support architecture. Take note of the VPN Router's connection to the Nortel server subnet.
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Media Gateway VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
584
VGMC
Gateways
CCMS CCMA
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CallPilot CallPilot Web Server OTM
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
NCC
Modem
VPN Router 1100
CCMM CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Remote support with a VPN Standard 11.12
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part 5 Appendixes
Planning and Engineering Guide
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Standard 11.12
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Appendix A
Product limits In this appendix Product limits
Planning and Engineering Guide
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Product limits
Standard 11.12
Product limits Maximum capacity values The following table specifies the maximum capacity values supported by Contact Center Manager Server. The following conditions apply to the table:
The capacities supported on a given server are limited by the server platform. To determine the capacity of your server, use the CapTool application.
These values are supported by Contact Center Manager Server. Capacity values are also limited by telephone switch capacity. To find the limits for your telephone switch, check your telephone switch documentation.
Parameter
Release 5.0 maximum
Release 6.0 maximum
General parameters
Number of logged-on agents Communication Server 1000/Meridian 1 PBX Communication Server 2x00/DMS Communication Server 1000 and MCS 5100
2200 3300 n/a
3350 3350 1500
6000
10,000
Configurations with greater than 1500 agents require special consideration for Nortel Server Subnet bandwidth and disk requirements. The maximum of 3350 logged on agents is only applicable for the Communication Server 1000 Platform running X21 Release 4.5 (or later) with Pentium IV CPUs. For earlier system types, the maximum limit is 2200 logged on agents. Number of agents defined in the system
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Parameter
Release 5.0 maximum
Release 6.0 maximum
Number of phones 3000 6000
6000 6000
Number of supervisors logged on
150
600
Number of supervisors defined in the system
300
600
1500
1500
1000 (997)
1000 (997)
50,000
50,000
505 (500)
505 (500)
20
50
1000 (996)
1000 (996)
48
48
Communication Server 1000/Meridian 1 PBX Communication Server 2x00/DMS
The number of configured supervisors defined in the system is not limited, but Nortel tests only up to 300 configured supervisors. Number of scripts The number of scripts defined in the system is not limited, but Nortel tests only up to 1500 scripts. Number of active scripts The product contains three predefined scripts. Therefore, you can create 997 scripts. Maximum script size (characters) Number of applications (that is, exit points from the Master_Script) The product contains five predefined applications. Therefore, you can create 500 applications. Number of call variables Number of skillsets The product contains four predefined skillsets. Therefore, you can create 996 skillsets. The maximum includes both local skillsets and network skillsets. Number of skillset priority levels
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Product limits
Parameter
Number of skillsets per call
Standard 11.12
Release 5.0 maximum
Release 6.0 maximum
20
20
5000 (4997)
10,000 (9997)
58,000
66,000
3000
3000
150
150
1000
1000
96
96
513
513
3000
4400
Number of CDNs
750
750
Number of RAN and music routes
512
512
10,000
10,000
Number of activity codes The product contains three predefined activity codes. Therefore, you can create 9997 activity codes. Inbound calls per hour The number of inbound calls per hour at 58,000 and 66,000 assumes a hold time of three minutes. For shorter call durations, higher call rates can be supported. Refer to the CapTool to optimize the engineering of your configuration. Number of waiting calls Call resources parameters
Number of IVR queues (Communication Server 1000/ Meridian 1 PBX) Number of IVR ports Number of ACCESS ports (Communication Server 1000/ Meridian 1 PBX) Number of routes Number of trunks (Communication Server 1000/Meridian 1 PBX) Nortel only tested 1000 trunk members. There are no plans to test the 4400-trunk limit.
Number of DNISs
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Parameter
Product limits
Release 5.0 maximum
Release 6.0 maximum
Assignment parameters
Number of agents in an agent-to-supervisor assignment
1000
1000
Matrix size for agent-to-skillset assignments
5000
5000
1000
1000
30
30
1000
1000
Number of skillsets per agent
50
100
Number of sites in the routing table for a network skillset
20
20
Number of network skillsets to which a call is queued
10
10
An agent-to-skillset assignment contains a matrix with a row for each agent in the assignment, and a column for each skillset to which the agents belong. The matrix size is the number of agents multiplied by the number of skillsets. Number of agent-skillset reassignments in an agent-toskillset assignment In an agent-to-skillset assignment, you can change an agent’s status for multiple skillsets. For example, you can put the agent James Jones on Standby for the skillset Bookings, and give him priority 1 for the skillset European Vacations. Thus, you have two reassignments for the agent James Jones in the agent-to-skillset assignment. Networking parameters
Number of call processing nodes in the network (including local node) The number of configured nodes is 30; however, only 20 nodes can be configured in the routing table. Number of network skillsets The maximum includes the four predefined skillsets, local skillsets, and network skillsets.
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Product limits
Parameter
Number of agent reservation requests per call
Standard 11.12
Release 5.0 maximum
Release 6.0 maximum
30
30
Number of remote applications (applications accessible over the network)
6000
6000
Network calls per hour for which CBC data is collected
10,000
10,000
20
20
4
N/A
Number of client PCs and RTI applications connected to the database
100
100
Number of other applications connected to the database
100
100
7500
7500
255
255
16
16
58,000
68,000
Number of target nodes Real-time display parameters
Number of RTD screens Database parameters
Number of Fault Management messages in database Maximum number of report clauses The database server supports a maximum of 255 clauses on a single SQL statement. Third-party interface parameters
Number of MLS applications Number of MLS calls per hour The number of MLS calls per hour at 58,000 and 68,000 assumes a hold time of three minutes. For shorter call durations, higher call rates can be supported. Refer to the CapTool to optimize the engineering of your configuration.
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Parameter
Number of Symposium Event Interface (SEI) applications
Product limits
Release 5.0 maximum
Release 6.0 maximum
3
3
10
10
100
100
1
1
Number of CPUs
4
4
Steady state CPU
50%
50%
Recommended disk space (GB)
64
128
Number of servers per telephone switch Communication Server 2x00/DMS Communication Server 1000/Meridian 1 PBX
16 3
16 3
SEI is not available as an open interface with Symposium Call Center Server 5.0 or Contact Center Manager. Number of HDX connections When configured, Database Integration Wizard (DIW) uses a single HDX connection. Number of RTI client systems/applications Other parameters
Number of scripts activated under load Script activation supports activation cascading, where the activation of a parent script forces activation of all lowerlevel scripts. Do not use this feature on a system under load. Under load, activate scripts from the lowest level up, with the Master script activated last.
The number of active agents supported by the telephone switch includes active agents at all connected servers.
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Product limits
Standard 11.12
Communication Control Toolkit capacity limits Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or 24,000 CPH with call data attached up to a maximum of 1600 agents. Self service supports an additional 16,000 CPH running on the IVR lines.
Agent counts
2000 agents (2000 terminals, 4000 addresses) if call data is not required or 1600 agents (1600 terminals, 3200 addresses) if call data is used. Self Service supports an additional 480 IVR lines.
Knowledge worker - direct connect capacity limits Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or 24,000 CPH with call data attached up to a maximum of 1600 agents.
Client counts
2000 clients (2000 terminals, 4000 addresses) if call data is not required or 1600 clients (1600 terminals, 3200 addresses) if call data is used. Self service capacity limits.
Call capacity
16,000 CPH for combined IVR lines and agent desktop.
Client counts
480 combined IVR lines and agent desktops.
To determine the capacity of your platform, use the CapTool application. A basic call is defined as an incoming call that is answered by an agent, and then (when talk time is complete) released.
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Appendix B
SIP general information In this appendix Overview
596
SIP building blocks
597
Planning and Engineering Guide
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SIP general information
Standard 11.12
Overview This appendix describes Session Initiation Protocol (SIP), an application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences. SIP invitations used to create sessions carry session descriptions that allow participants to agree on a set of compatible media types. SIP makes use of elements called proxy servers to help route requests to the user's current location, authenticate and authorize users for services, implement provider call-routing policies, and provide features to users. SIP also provides a registration function that allows users to upload their current locations for use by proxy servers. SIP runs on top of several different transport protocols. For more information on configuring the SIP switch, refer to the SIP Contact Center Switch Configuration Guide.
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SIP building blocks SIP user agent
Terminates (SIP UAS) or originates (SIP UAC) SIP sessions.
Addressed through logical address of record, such as [email protected].
Registers (generally) it’s current position with a central proxy server or registrar at initiation so that the proxy knows how to resolve it’s AOR to an actual IP address.
Examples: MCS 5100 PC Client, Nortel Media Application Server (MAS).
SIP proxy server
Location Services: Resolves SIP AOR to actual IP addresses or resolves them to a proxy closer to the target end point.
If the proxy does more than simple address resolution (for example, call services), then it is referred to as the application server, call server, or similar label.
Example: MCS 5100 SIP Application Server.
SIP registrar server
Accepts SIP REGISTER sessions from end points who announce their location.
Can Challenge and Authenticate the user.
Example: MCS 5100 Application Server.
SIP presence server
Accepts SIP PUBLISH sessions from end points who announce their current state (such as Busy, Away from Desk, or On the Phone).
Interested parties SUBSCRIBE for the user’s presence.
Sends state updates to interested parties using SIP NOTIFY.
Examples: MCS 5100 Application Server for PC Client Buddy List support.
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SIP media server
Acts as a SIP endpoint that can perform special media features.
Functions: IVR, RAN, Conference, Media Mixing, and so on.
It is not a formal entity. It is a special type of end user application.
Terminates and Originates RTP, as well as SIP signalling.
Example: Nortel MAS.
SIP BBUA
Back to Back User Agent: Two user agents (UAS and UAC) twinned.
Session terminates on incoming User Agent and is passed to application for modification or decision tree.
New session originated on outgoing User Agent is twinned with the Incoming User Agent for the duration of the call.
A mechanism for applications to sit in the middle and influence SIP Sessions.
Examples: MCS 5100 Application Server and SIP Contact Center.
SIP gateway
598
SIP Protocol Converter: SIP to H.323 SIP to ISDN SIP to Analog Trunk SIP to 3G324M Examples: Communication Server 1000, Audiocodes ISDN Gateway, Radvision 3G Gateway
Contact Center Manager
Appendix C
Telephone switch feature comparison In this appendix Differences between telephone switches
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Telephone switch feature comparison
Standard 11.12
Differences between telephone switches The following table outlines the differences between features supported by the Communication Server 1000/Meridian 1 PBX, Communication Server 2x00/ DMS, and SIP switch.
Feature
Communication Server 1000/ Meridian 1 PBX
Communication Server 2x00/DMS
MCS 5100 (SIP)
3350 per Contact Center Manager
3350 per Contact Center Manager
1500 per Contact Center Manager
Agent features
Number of active agents
Agent login location The agent can log in With TDM phones, at any ACD set the agent can log in at any phone in the same supervisor group
Any Communication Control Toolkitcompliant desktop application, for example, CCAD. Agent’s media termination device must be SIPaddressable, for example Nortel Converged Desktop 2. Media termination device does not need any ACD capabilities.
Length of Agent ID
4 to 16 digits
600
4 to 16 digits
4 to 5 digits
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Feature
Validation of agent login
Telephone switch feature comparison
Communication Server 1000/ Meridian 1 PBX
Contact Center Manager validates agent login.
Communication Server 2x00/DMS
MCS 5100 (SIP)
Communication Contact Center Server 2x00/DMS Manager validates validates agent login, agent login Contact Center Manager logout of unrecognized agent
Agent non-ACD DN Personal DN follows Secondary DN is agent (FWD) specific to a TDM phone
DN (or SIP address) is specific to the user
Call presentation features
Contact Center Manager sets Union Break Time, Call Forcing, Alternate Call Answer, Host Delay Time per agent
Contact Center Manager sets Union Break Time, Call Forcing, Alternate Call Answer, Host Delay Time per agent
Contact Center Manager supports Variable Wrap and NRonSDN.
Headset removal
Agent Not Ready
Agent Not Ready
Conference
6-way Conference
3- to 32-way conference call, depending on telephone switch configuration
Consult only
Transfer and conference
Separate transfer, conference, simple
Consult only, may Consult only convert to transfer conference and depending on which transfer feature is assigned to the phone set
Walkaway trigger
Alternate Call Answer and Host Delay Time are not available
Phone features
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Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Entry/reporting of activity (Line of Business) code
Supported
LOB code reported as activity code
Supported by CCT application (CCAD)
Blind transfer to CDN
Not applicable
Supported
Not applicable
Blind transfer to Supported (with busy/invalid number TAPI and CCT)
Supported with CCT Not applicable Not supported with TAPI
Agent transfer/ conference from InCalls to second agent InCalls key
Supported
Supported
Entry of activity Not applicable (LOB) and emergency key while in conference
Cannot be entered until on of the conferenced agents drops from call
Emergency key not supported
Completion of transfer while far end is ringing (including blind transfers)
If the far end address is out-of-provider (not monitored by CCT), the remote connection state will transition immediately from the Alerting state to Established.
The remote connection state will remain in the Alerting state until the far end actually answers the call.
ICM connection
SIP only
Not applicable
If the far end address is out-of-provider (not monitored by CCT), the remote connection state will transition immediately from the Alerting state to Established.
Telephone switch and resource features
Telephone switch interface
602
AML connection
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Feature
Telephone switch feature comparison
Communication Server 1000/ Meridian 1 PBX
Number of digits for 7 CDN
Communication Server 2x00/DMS
10
Number of characters for CDN URI
MCS 5100 (SIP)
7 (to maintain compatibility with Communication Server 1000 Converged Desktop) up to 30
Number of digits for 7 DNIS
10
Number of characters for DNIS URI
7 (to maintain compatibility with Communication Server 1000 Converged Desktop) up to 30
Number of digits for 4 agent ID
4 to 5
4
Number of digits for 3 to 32 activity (Line of Business) code
3 per ACD group
3 to 32
Trunk and route Supported statistics and displays
Not applicable
Not applicable
Synchronization of deleted resources
Maintained by Reported by administrators in MCS 5100 Synch Communication Server 2x00/DMS – Contact Center Manager data fill
Reported by telephone switch
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Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Monitoring of link status
Telephone switch brings down link after 20 non-response calls
Telephone switch Through SIP monitors link health; registration refresh may bring link down events after two back-toback non-responses by Contact Center Manager
Handling of resources upon link failure
Retained
Re-acquired upon Re-registered upon link recovery; meets link recovery carrier grade standards
Recovery after link failure
Issues call release messages
Queries agent status Automatic upon SIP registration refresh events
Order of call presentation
Telephone switch alternates Contact Center Manager CDN and NACD ACD calls
Prioritizes ACD calls Direct to Contact as ACD is not Center through SIP applicable proxy
IVR
Supports integrated IVR with Meridian Mail or CallPilot
Supports front-end self-service IVR
Caller-entered data for external IVR
Not supported
CALL DATA Not supported intrinsic sent directly to host application, CDN stats and callby-call reports enhanced to support caller-entered-data
Treatments
604
Supports integrated IVR with Media Application Server
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Communication Server 1000/ Meridian 1 PBX
Communication Server 2x00/DMS
Give IVR script command
Supported
Supported
Supported and enhanced for Voice XML
IVR statistics, displays
Supported
Supported
Limited support
RAN
Supported
Provided by EDRAM
Supported by MAS for voice and video
Feature
MCS 5100 (SIP)
Controlled option for Supported. Return to Required answer treatments CDN without answer supervision trunks supervision not supported Automatic ringback
Supported
Can be provided by Contact Center Manager script
Supported
Automatic treatment Supported resumption
Can be provided by Contact Center Manager script
Not supported - can be provided by Contact Center Manager script
Supported
Supported
Not supported
Networking statistics Supported and displays
Supported
Not supported
Networking features
Ability to network multiple Contact Center Manager Servers
Other features
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Telephone switch feature comparison
Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Call information
Directly supports call Supports all call information (CLID, information except DNIS, trunk, NPA, route and trunk and so on)
Supports some call information (DNIS) as well as SIP call information (SIP to address, SIP from address, an so on)
Hardware dongle
Not required
Not required
Not required
Call ID reuse
Depends on telephone switch configuration
Larger Call ID Every 40,000 calls accommodated— Customer does not see the same Call ID reused in the same day, week, or month
Language support
Multilanguage support
Multilanguage support
Reporting of internal Reported separately and external DN calls
Reported as a combined total
Reported as a combined total
Trigger for pegging Call connection of outgoing DN call
Agent DN press
When dialling complete
ACD and NACD calls
Reported separately
ACD calls reported; Not applicable NACD not applicable
Taking skillsets out of service manually
Not applicable
Do not use Night Not applicable Service with Contact Center Manager. Take skillsets out of service by using the Business Hours variable in the script.
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Feature
Communication Server 1000/ Meridian 1 PBX
Emergency
Not applicable
Planning and Engineering Guide
Communication Server 2x00/DMS
MCS 5100 (SIP)
Configure Not supported supervisors and EMK as PosID to support emergency screen pops; can alert multiple supervisors
607
Telephone switch feature comparison
608
Standard 11.12
Contact Center Manager
Appendix D
Standard call models In this appendix Inbound call models
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Standard call models
Standard 11.12
Inbound call models To evaluate Contact Center performance, five typical local inbound call models are defined. These models apply to calls that originate on the local node. In the CapTool, you can choose one of these models for the call complexity or change the values to match your specific contact center operation.
Communication Server 1000/Meridian 1 PBX models Symposium Voice Processing (SVP) This call model is based on the assumption that the average call uses the following services:
basic call
queuing to two skillsets
voice services controlled by Contact Center Manager (Give Controlled Broadcast, Collect Digits, and Open/Close Voice Session)
Meridian Voice Processing (MVP) This call model is based on the assumption that the average call uses the following services:
basic call
queuing to two skillsets
voice services controlled by the telephone switch (Give RAN instead of Give Controlled Broadcast and Give IVR instead of Collect Digits and Open/Close Voice Session)
Hybrid The hybrid call model is a combination of the SVP and MVP call models.
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Standard call models
Communication Server 2x00/DMS models Symposium Customer (Simple) You use a Communication Server 2x00/DMS telephone switch with an external IVR system. Each call is given IVR treatment, and then it is routed to an agent with a particular skillset. Busy Symposium Customer (Complex) You use a Communication Server 2x00/DMS telephone switch with an external IVR system. Each call is given IVR treatment followed by multiple RAN or music treatments while the call waits for an agent.
Number and types of services per call The following table shows the average number and types of services assumed for calls in each model. Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Parameter
SVP
MVP
Hybrid
Simple
Complex
Basic Call
1
1
1
1
1
Average number of skillset queues entered per inbound call
2
2
2
1
2.2
Average number of agent queues entered per inbound call
0
0
0
0
0.1
Average number of controlled broadcasts in Start/Stop mode per inbound call Never with Give RAN
3
0
1
0
0
Average number of controlled broadcasts in Continuous mode per inbound call
0
0
0
0
0
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Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
SVP
MVP
Hybrid
Simple
Complex
1
0
0
0
0
Average number of Give IVR treatments per inbound call
1
1
1
1
1
Average number of Give RAN treatments per inbound call
1
3
2
0
0.5
Average number of Give Music treatments per inbound call
1
1
1
0
1.5
Average number of Host Data Exchange Send Info treatments per inbound call
1
1
1
1
1
1
1
1
0
0
Average number of Intrinsic References per inbound call (Expected Wait Time, Longest Idle Agent, Oldest Call, Position in Queue)
5
5
5
2
5
Average number of If Then Else treatments per inbound call
5
5
5
2
4
Parameter
Average number of collect digit services per inbound call Two digits each time (including voice session and play prompt)
Never with GCB
Only if Host Data Exchange is present Average number of Host Data Exchange Request/Get Response treatments per inbound call Only if Host Data Exchange is present
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Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Parameter
SVP
MVP
Hybrid
Simple
Complex
Proportion of inbound calls that are transferred to another agent or DN
5%
5%
5%
0%
10%
Proportion of inbound calls that are conferenced with another agent or supervisor
5%
5%
5%
0%
15%
Proportion of conferenced calls completed by an MLS application (such as Symposium Agent)
0%
0%
0%
5%
10%
External IVR system connected to the Communication Server 2x00/DMS system
N/A
N/A
N/A
Yes
Yes
Average number of screen pops per inbound call
1.2
1.2
1.2
1.2
1.2
Average number of MLS messages per inbound call (excluding screen pops)
0
0
0
0
0
Yes
Yes
Yes
Yes
Yes
2
2
2
2
N/A
10%
10%
10%
10%
N/A
Collected call-by-call statistics Average number of network skillset queues entered per call Proportion of calls arriving at the local node that are queued to a network skillset
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Appendix E
IP Multicast Networking In this appendix Overview
616
Multicast sending and receiving
617
Implementing IP multicasting for Contact Center Manager
627
Configuring multicast with two network interface cards
630
Planning and Engineering Guide
615
IP Multicast Networking
Standard 11.12
Overview What is IP multicasting? IP multicasting provides multipoint communication by simultaneously delivering information from one sender to only the receivers who want to receive the information. The greatest advantage to IP multicasting is its ability to transmit information to many recipients in a way that minimizes the bandwidth required across networks and that minimizes resources required by the sender to transmit. Typical methods of multipoint communication require that a source send a copy of information to each recipient: 10 recipients require 10 copies of the data. This method, called point-to-point unicast, creates two constraints:
The source system resources are wasted because they are duplicating and distributing multiple copies of the same piece of information.
The combined size of the copies of data sent to recipients cannot be greater than the share of bandwidth available to the source.
IP multicast communication is receiver-based. Users who want to receive data join a multicast host group and become members of that group. Because duplication and distribution of information is handled by a router, the resources and designated bandwidth of the source computer are used more efficiently. Consequently, the source computer uses the spare resources for other functions and distribute information more quickly and with a lower bandwidth requirement on the network.
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IP Multicast Networking
Multicast sending and receiving To send to multiple users through multicast, the server communicates with multicast host groups that consist of multicast group members. Recipients must be members of multicast groups to receive multicast data. A sender, however, does not need to be a member in a multicast host group to transmit multicast data. Anyone who can send information to a multicast IP address can send multicast information to a multicast host group. The following sections describes the building blocks of multicast communication in detail.
How sending and receiving works Multicast IP sending is the same as unicast sending: the sender indicates the destination IP address that it wants to send to, and the information travels through the network and arrives at its destination. Receiving multicast IP datagrams is complex. When an application on a PC indicates that it wants to receive multicast data, several things must occur in the background for the data to travel through the networks and be received by the application. The following section describes sending and receiving within the framework of Contact Center Manager Administration’s Real-Time Reporting component. Receiving With Contact Center Manager Administration, multicast communication begins when a user opens a browser, connects to Contact Center Manager Administration, and opens Real-Time Reporting. The Real-Time Reporting utility issues a request to join a host member group associated with Real-Time Reporting multicast data. The request is sent to the multicast group host. The data is sent to the user. When a multicast host group is part of a permanent group, the host filters continuously for data coming from the source. If the host is dynamic, it begins filtering for data only when it receives a request for membership. See “Multicast host groups,” on page 620 for more information about the types of multicast groups.
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Standard 11.12
Also, in IP multicasting there is an All-Hosts Group with the reserved address 224.0.0.1. The function of this address is to represent all hosts on the network. The All Routers Group with the reserved multicast IP address 224.0.0.2 represents the communication point for all routers on the network. The AllHosts Group continuously sends out requests to its hosts and asks for a report: “Are there any groups that contain members who want to receive multicast data?” Because the concept of IP multicasting rests upon the idea of virtual networks, view an All-Hosts Group as representing all of the host groups, not a physical piece of hardware. The address 224.0.0.1 can designate:
a router or
a system with an IP multicast capabilities
If you are using IP multicasting in a simple network, one router on a LAN can represent:
the All-Hosts Group
the All-Routers Group and
the host that the host group members join to receive their multicast data
In a typical network setting, the network consists of one Contact Center Manager Server system on the Nortel server subnet with the Contact Center Manager Administration. Contact Center Manager Administration clients reside on separate subnets. Note that Contact Center Manager Server and Contact Center Manager Administration also communicate with each other through multicast. In this scenario, one of the routers on the network is designated as the AllRouters Group (224.0.0.2) while other routers act as the All-Hosts Group (224.0.0.1). At this stage, the All-Hosts Group waits to find out if there are hosts with members in their subnets who want to receive multicast data. The All-Hosts Group sends a query requesting that its hosts report on its membership, and the query travels from the All-Hosts Group to the hosts.
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The hosts report on their membership lists. These are all of the clients who requested membership in a host group by opening a browser, launching Contact Center Manager Administration, and then opening Real-Time Reporting. The report travels from each host back to the All-Hosts Group. Sending At this stage, the scene is set for multicast data to be received by the browsers that have real-time displays running. The hosts know who their members are. The All-Hosts Group knows who its hosts are. The routers that service the hosts are aware that their hosts are waiting for multicast data. Contact Center Manager Administration now needs to provide that data. Contact Center Manager Administration delivers its real-time statistics data to the IP multicast-capable router on the Nortel server subnet. The router puts together the data to be sent to the host groups and maps the address of the multicast All-Hosts Group to the IP address that it uses to send data. The data is sent from the router to the All-Hosts Group. The All-Hosts Group sends the data to the routers. The routers for each host forward the data to their hosts, and each host forwards the data to its members. From the receiver to the sender, multicast data may need to travel across several routers. If multicast is not available to all routers on the network, only the source subnet's router and the target subnets' routers need to be multicast-capable when standard network tunnelling is implemented.
Multicast groups and members Multicast hosts Any system or router can be a host and can send multicast data to a multicast group if it meets the following conditions:
The network interface in the system is multicast-capable.
The system or router is on a network with a local multicast router.
The sender does not need to be a member of a multicast host group if it is sending only multicast data. The sender needs to be included in a multicast host group only if receipt of multicast data is required.
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Standard 11.12
Multicast host groups Recipients of IP multicasting datagrams are called host groups. Host groups fall into the following two categories:
permanent host groups
transient host groups
Permanent host groups are groups with an assigned IP multicast group address. The number of members in the host group is irrelevant in that a permanent host group with no members still exists as long as its IP multicast address is defined. A transient host group, by contrast, exists only if it has at least one member that requires its services. The multicast IP address for the transient host group is not permanently assigned to the host group; however, the addresses that can be dynamically assigned to a host group have two restrictions. The IP multicast address for a transient host group:
must be in the address range designated for IP multicasting
cannot be the same as an address for a permanent host group
Multicast groups are virtual groups: they exist only from the point of view of multicast-capable routers or an All-Hosts Group. A host is a PC in a network that is designated to accept requests for multicast data from other PCs in the same network. This host conveys its membership status to its designated multicast-capable router. A group is formed when other PCs communicate their desire to join the host group. The PCs that want to join the group can be from different networks or subnetworks. Their communication with the host makes them part of a single group. The following groups are some of the permanent host groups that exist in an IP multicast-capable network:
620
The All-Hosts Group: This group is used to identify all IP multicast hosts at your organization. When a host reports that it has members who want to receive multicast data, it sends this report to the All-Hosts Group. The multicast IP address for this group is 224.0.0.1.
The All-Routers Group: This group is used to identify all IP multicast routers at your organization. The multicast IP address for this group is 224.0.0.2.
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Multicast host group members Host group members have few restrictions. They can:
reside anywhere on any network
join or leave a host group at any time
join more than one host group
To receive a multicast message, two requirements must be met:
the member must join the group to which the message is sent
the group that the member joined must belong to a network that is registered with a local multicast router
If the member joins a group that does not belong to a network registered with a local multicast router, the router receives the multicast message but cannot distribute the message through the network to the member.
Multicast addresses IP multicasting specifies multicast host groups using Class D Internet Protocol addresses. These host group addresses range from 224.0.0.0 through 239.255.255.255. While IP addresses identify a specific physical location, a multicast IP address identifies a transmission session—a request conveyed from a client to a host to join a multicast group. However, when choosing IP multicast sending and receiving addresses, you must be aware of the following restrictions:
The IP multicast addresses 224.0.0.0 through 224.0.0.255, inclusive are reserved for routing protocols and topology discovery or maintenance protocols.
Additional IP multicast addresses 224.0.0.0 through 239.255.255.255, inclusive are also reserved for specific applications like Net News.
Therefore, the IP multicast addresses that you select for IP multicasting groups cannot be in the 224.0.0.0 through 224.0.0.255 range. In addition, ensure that you do not select an IP multicast address reserved for other multicast application on your network.
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Standard 11.12
The following organizations maintain current information about IP multicasting addressing and can provide access to an extensive list of reserved IP multicast addresses. Nortel strongly recommends that you review the information at one or both of these sites before you assign an IP address to a multicast group:
Internet Engineering Task Force (www.ietf.org)
Internet Assigned Numbers Authority (www.iana.org)
Multicast routing methods The method that multicast routers use to interact with one another depends on the routing protocol that is used for communications. All of these routing protocols use a routing method that moves a multicast packet from its source to its destinations. There are several different routing methods:
spanning trees
flooding
core-based trees
reverse path broadcasting
truncated reverse path broadcasting
reverse path multicasting
A detailed description of each of these routing methods is beyond the scope of this document. However, the following section briefly discusses the spanning tree method which is one of the simplest and efficient routing methods. To find out more about routing methods, visit the Internet Engineering Task Force (www.ietf.org), and Internet Assigned Numbers Authority (www.iana.org) Web sites. Both sites provide additional information and articles that address IP multicast routing methods in greater detail. Spanning trees Multicast routing depends upon its multicast-capable routers to exchange information about neighboring routers and efficiently route multicast traffic. The Internet Group Management Protocol (IGMP) selects one router as the primary router for each physical network in a LAN. This primary router creates a routing method called a spanning tree that connects all other routers that belong to an IP multicast group.
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A spanning tree is a loop-free network of paths between routers. Only one path is established between each router. When each router is aware of the branches in the spanning tree, it copies multicast datagrams only to those branches of the tree. With this method, datagrams are duplicated only when the spanning tree is aware of other branches, keeping the amount of duplication required on a network to a minimum.
Multicast protocols There are a variety of protocols available for multicast routing. The protocol that your network operations department chooses for your routers depends upon the type of delivery service that you must provide. If your network configuration does not require the delivery of multicast packets across routers, you need only the IGMP. If your multicast data recipients extend beyond a single subnetwork, your network operations department must define multicast routing protocols for your routers. These protocols create the spanning trees and forward the multicast packets that are required to get the data to the group members. The following list includes some of the most common multicast protocols and a brief description of the routing features that each provides. Internet Group Management Protocol When clients indicate that they want to join a group, and hosts indicate to routers that they have group members, IGMP is the protocol used to convey this information between host group members, hosts, and routers. See “How sending and receiving works” on page 617 for more information about how group membership occurs. IGMP must be available on any interface running a multicast protocol, as well as on any static interface over which you want to transfer multicast traffic. Distance Vector Multicast Routing Protocol Routers that use Distance Vector Multicast Routing Protocol (DVMRP) advertise the shortest-path routes to the networks on which a multicasting source resides. DVMRP is the opposite of RIP, which advertises routes to destination networks.
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Standard 11.12
Multicasting Extensions to Open Shortest Path First Routers using Multicasting Extensions to Open Shortest Path First (MOSPF) use an enhanced version of Open Shortest Path First (OSPF). This protocol enables a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Protocol Independent Multicast Protocol Independent Multicast (PIM) provides efficient routes for multicast traffic that crosses the Internet to reach members of sparsely distributed multicast groups. The Nortel implementation of PIM supports sparse mode. PIM communicates with remote members by:
inviting downstream members to join a shared tree by sending explicit join messages.
using rendezvous points (RP) for receivers to meet new sources. Sources announce their existence to RPs; receivers query RPs to learn about multicast sessions.
establishing a shortest-path tree to create a data path between sources and receivers.
Resource Reservation Protocol Resource Reservation Protocol (RSVP)-capable routers enable their host systems in an IP network to reserve resources for unicast or multicast dataflows.
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Packet migration between multicast and non-multicast networks With the variety of networks that exist and the amount of data that travels between them, it may be too expensive and difficult to set up network infrastructures that carry only multicast packets, while unicast networks carry only unicast data. The implementation of multicasting in your network does not preclude the transmission of unicast packets. You can configure your routers to enable tunneling—multicast packets that travel as unicast packets between multicast and non-multicast networks. The following table provides an overview of how different packet types can travel between multicast and non-multicast networks. Router receives
On interface type
Forwarding Action and How to Enable
Unicast or broadcast packet
Multicast
The multicast protocol running on the interface forwards the packet to a multicast destination address (or list of multicast destination addresses) dictated by an IP traffic filter. The IP traffic filter must be configured to convert the unicast or broadcast packets to multicast.
Multicast
Multicast
The router multicast protocol forwards the packet to:
a multicast configured outbound interface (based on multicast protocol decisions) or
a non-multicast, IGMP static configured outbound circuit
In Site Manager, you must set the IGMP static forwarding entries policy for Dynamic to Static forwarding mode.
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Standard 11.12
Router receives
On interface type
Multicast
Non-multicast, The router forwards multicast packet traffic to a IGMP static multicast-enabled network if: configured multicast protocols are running on the routers
Multicast
626
Forwarding Action and How to Enable
the IGMP static forwarding policy is set to Static to Dynamic
the IGMP interface parameter Static Forward Cache Lifetime is set to a value in accordance with the multicast protocol (DVMRP or MOSPF) running on the router
Non-multicast, The router forwards the multicast traffic to a nonIGMP static multicast, static configured interface if: configured the IGMP static forwarding policy is set to Static mode
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January 2008
IP Multicast Networking
Implementing IP multicasting for Contact Center Manager IP multicast requirements The preceding sections explain multicasting, the communication between software and hardware that multicasting generates, and the routing and related protocols that make the transmission of multicast data between sources and destinations possible. With this information, you can consider how to implement IP multicasting for your specific LAN or WAN, or both, to facilitate Contact Center Manager Server and Contact Center Manager Administration real-time data multicasting requirements. The following is a checklist of the requirements that apply to your network, network components, and multicast-capable applications for Contact Center Manager Server’s multicasting capabilities to work in a simple LAN configuration. Requirements for multicast communication on one subnet
✔
The sending and receiving nodes in your network must be multicastenabled. For example, the TCP/IP protocol stack must support IP multicast. All hosts must support the IGMP protocol. The network interface cards and their drivers at the sending and receiving nodes can filter for data link layer addresses that are mapped from network layer IP multicast addresses. If two network interface cards are installed on Contact Center Manager Administration (one for a different subnet and the other for the Nortel Server Subnet), manually configure the cards so Contact Center Manager Administration always sends multicast data through the NIC that is connected to the Nortel server subnet. In this example, the client PCs are on the Nortel Server Subnet and, therefore, receive multicast data on this network without multicastcapable routers. Planning and Engineering Guide
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Requirements for multicast communication on one subnet
✔
IP multicasting software must be installed on clients that need to receive multicast data. Routers are not required for a host to join a multicast group and share multicast data with other hosts on the same subnet. When multicast sending and receiving must travel between subnets, the list of requirements includes the previous checklist, in addition to the following items. Requirements for multiple subnet multicast communication
✔
Intermediate routers between sending and receiving nodes are IP multicast-capable. (Or just the source and target subnets' routers if standard network tunnelling is in between.) Firewalls between subnets are configured to permit IP multicast traffic. An IP traffic filter can convert packets from unicast to broadcast or broadcast to unicast. Configure an IGMP static forwarding policy for interfaces that multicast and for interfaces that do not multicast. Set policy filters to identify multicast protocol-compliant gateways, interfaces, tunnels, and networks for IGMP, DVMRP, and MOSPF. Configure the network interface cards on Contact Center Manager Administration so they always send multicast data through the Nortel server subnet card.
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IP Multicast Networking
Network deployment Contact Center Manager Administration server receives data from Contact Center Manager Server and propagates it to the Contact Center Manager Administration client. That makes Contact Center Manager Administration server the intermediate server between the Contact Center Manager Server and the Contact Center Manager Administration client. Therefore, the Contact Center Manager Administration server has both IP multicast send and receive addresses. Contact Center Manager Administration server uses the receive address to collect multicast data from Contact Center Manager Server. For this reason, the IP multicast receive address on Contact Center Manager Administration server must be the same as the IP multicast send address of the Contact Center Manager Server. However, the IP multicast receive address on Contact Center Manager Server must be different from the IP multicast send address on Contact Center Manager Administration server. This is because the send address on Contact Center Manager Administration server is the point from which multicast data is sent to the Contact Center Manager Administration clients. The multicast-enabled router acts as both the host and the All-Hosts Group to the clients who become host group members when they open a browser and launch Real-Time Reporting.
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Standard 11.12
Configuring multicast with two network interface cards Some Contact Center servers may contain two network interface cards (NIC)— one each for a different subnet (for example, the ELAN subnet) and one for the Nortel server subnet. In such situations, configure the server manually so that it always chooses the Nortel server subnet card to send and receive multicast data. If you do not manually configure the server, it may send multicast data through the other subnet, which may cause potential problems. This manual configuration involves opening the Windows routing table and noting the metric values of the multicast interfaces corresponding to the other subnet and Nortel server subnet network interface cards. When the server starts to send multicast traffic, it first looks to this internal routing table, as it contains a default multicast route for each of the network interfaces present in the computer. The operating system decides which of these interfaces is the most suitable for sending multicast data by checking the metric value of each multicast interface (multicast interfaces have a destination of 224.0.0.0). If the metric values are equal, Windows decides which interface to use based on the value of the interface address. The default Contact Center Manager Administration configuration experiences problems when the Nortel server subnet and the other subnet metric values are equal, as shown in the following graphic.
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IP Multicast Networking
If this is the case, avoid problems by giving the ELAN subnet interface a larger metric value than the Nortel server subnet interface, as described in the following procedure. Think of the metric value as the cost of using a particular interface. Because the operating system chooses the interface with the lowest cost and you want it to choose the Nortel server subnet, you must give the ELAN subnet the higher metric value (higher cost).
Configuring IP multicasting on an application server that has two network interface cards 1
Open a command prompt.
2
Type route print to view the Windows routing table.
3
In the table, note the metric values of the multicast interfaces corresponding to the ELAN subnet and Nortel server subnet network interface cards (multicast interfaces have a destination of 224.0.0.0).
If the metric value corresponding to the ELAN subnet network interface is equal to or lesser than that of the Nortel server subnet, proceed to the next step.
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4
Standard 11.12
If the metric value corresponding to the ELAN subnet network interface is greater than that of the Nortel server subnet, the operating system sends multicast data through the Nortel server subnet and you do not have to continue with this procedure.
On the application server computer, right-click My Network Places and choose Properties. Result: The Network and Dial-up Connections window appears.
5
Right-click the ELAN subnet network interface card and choose Properties. Result: The Local Area Connection Properties window appears.
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IP Multicast Networking
6
Select Internet Protocol (TCP/IP).
7
Select Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
8
If there are values in the Preferred DNS server and Alternate DNS server boxes, remove them. These boxes must remain blank for the ELAN subnet connection.
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9
Standard 11.12
Click Advanced. Result: The Advanced TCP/IP Settings window appears.
10
In the Interface metric box, type a value that is higher than the value listed in the Windows routing table for the Nortel server subnet card. For example, if the table lists a value of 1 for the Nortel server subnet interface, type 2 in this box.
11
Select OK to save your changes.
12
Select OK until you close all windows.
13
Restart the application server.
14
When the server restarts, open a command prompt.
15
Type route print. Result: The Windows routing table appears, listing the metric values for the network interfaces.
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16
IP Multicast Networking
Confirm that the metric value for the ELAN subnet interface is successfully changed to 2 (or the value that you typed in step 10). Result: Multicast traffic is now received and sent on the interface with the lowest metric, which is the Nortel server subnet.
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IP Multicast Networking
636
Standard 11.12
Contact Center Manager
Appendix F
Calculating Equivalent Basic Calls In this appendix Equivalent Basic Calls
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637
Calculating Equivalent Basic Calls
Standard 11.12
Equivalent Basic Calls The complexity of Contact Center calls, in terms of Equivalent Basic Calls (EBC), is computed using the values from the following table for the appropriate software releases for the telephone switch. Service
R26 EBC
Inbound Calls
Basic call
638
2.40
QTS (Queue to Skillset)
0
QTNS (Queue To Network Skillset)
0
GCB (Give Controlled Broadcast Start/Stop)
1.70
GCB (Give Controlled Broadcast Continuous)
1.70
VSCDG (Collect Digits Voice Session)
2.29
GIVR (Give IVR, including transfer)
2.29
GRAN (Give RAN)
0.63
GMUS (Give Music)
0.25
Meridian Link messages/call (including screen pops)
0.60
Meridian Link calls transferred/conferenced
1.72
Conference/transfer
1.59
HDXSI (Data Exchange Send Info)
0
HDXRG (Data Exchange Send Request/Get Response)
0
INTR (script Intrinsic reference)
0
If-Then-Else
0
Contact Center Manager
January 2008
Calculating Equivalent Basic Calls
Service
R26 EBC
Incoming Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + Trunks Incoming
1.18
Contact Center Manager Server scriptless overhead
1.33
Outgoing Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + Trunks Outgoing
1.16
Contact Center Manager Server scriptless overhead
1.33
Outbound Calls
Meridian Link calls transferred/conferenced
1.59
Calls conferenced/transferred out
1.72
Successful outbound call overhead
3.60
Unsuccessful outbound call overhead
1.88
Meridian Link messages per call (including screen pops)
0.60
Meridian Link messages/connection (unsuccessful call)
0.60
Meridian Link messages/unsuccessful connection
0.60
The CapTool automatically calculates the call rate based on an entered callcomplexity model.
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Calculating Equivalent Basic Calls
640
Standard 11.12
Contact Center Manager
Appendix G
Telephony calculations In this appendix Using Erlang B
Planning and Engineering Guide
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641
Telephony calculations
Standard 11.12
Using Erlang B If you have the traffic in centum call seconds (CCS) and the Grade of Service (GOS), you can calculate the number of required lines using the Erlang B formula. The GOS is the probability of finding all lines busy. The standard practice is to take the probability of finding all lines busy as 0.001. When you have non-blocking cases, the GOS is 0; therefore, lines are always available. To calculate this with Erlang B, use 0.000000001 instead of 0. Use the following formula to calculate the number of lines you require.
where
erlangs is the # CCS/36 (1 erlang = 3600 call seconds or 36 CCS)
M is the number of lines
Prob is the probability of a lost call
To use this formula, iterate on M = 1, 2, and so on, until Prob is less than or equal to the GOS. The first M found where Prob is less than or equal to the GOS is the number of required lines. Alternatively, you can also use a table of Erlang B. (A table of Erlang B is found in most traffic engineering texts.)
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Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACCESS link A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number.
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Standard 11.12
ACD group See automatic call distribution group. ACD routing table See automatic call distribution routing table. ACD subgroup See automatic call distribution subgroup. acquired resource A resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. active server In a system with a Replication Server, the server providing call processing and administration services. activity code A number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report. adapter Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. 644
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agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent priority per skillset Each agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes. agent-to-skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent-to-supervisor assignment A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AIP Advanced I/O Processor alias See e-mail alias. AML See Application Module Link. ANI See Automatic Number Identification. Planning and Engineering Guide
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Standard 11.12
API See application program interface. application 1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. Application Module Link An internal protocol used by Contact Center Manager Server to communicate directly with the switch. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number.
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automatic call distribution directory number A primary or supplementaryDN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents. automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents. Automatic Number Identification A telephony feature that provides the originating local telephone number of the caller. auto-response A message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”
B
basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.
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Standard 11.12
BBUA Back-to-Back User Agent
C
call age The amount of time a call waits in the system before being answered by an agent. call destination The site to which an outgoing network call is sent. See also call source. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call. call priority The priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.
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Call Request Queue Size Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold. call source The site from which an incoming network call originates. See also call destination. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. CAT Channel Allocation Table CCR customer controlled routing CDN See controlled directory number.
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Standard 11.12
central processing unit The component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor. centum call seconds A measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour. CLAN See Customer Local Area Network. CLAN subnet See enterprise IP network. CLID See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server. closed reasons An item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.
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Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan. Contact Center Agent Desktop An agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions. Contact Center Manager A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Contact Center Manager Administration A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. Contact Center Manager Server This server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
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Standard 11.12
Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications. Contact Center Standby server The server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server. CPH calls per hour CPU See central processing unit. CRM See Customer Relationship Manager. CRQS See Call Request Queue Size.
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CSL Command and Status Link CTD See Conditionally Toll Denied. CTI See Computer Telephony Integration. customer administrator A user who maintains Contact Center Manager. Customer Local Area Network The LAN to which your corporate servers, third-party applications, and desktop clients connects. Customer Relationship Manager An application that provides the tools and information that an organization requires to manage its customer relationships.
D
Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. database views A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center.
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Standard 11.12
deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script. denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access. DEP See Data Execution Prevention. Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary. desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.
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Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. DID Direct Inward Dial directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. disposition code An item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report. Distant Steering Code Used by the switch to route calls to their intended destination. Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.
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DMS Digital Multiplex Switch DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. DoS See denial of service. DP See Designer Patch. DSC Distant Steering Code DTMF Dual Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.
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dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.
E
EBC See equivalent basic calls. EIU Ethernet Interface Unit ELAN Subnet See embedded local area network. e-mail alias An e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. e-mail rule Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.
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Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller. enterprise IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call. See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression 1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
F
FCTH See Flow Control Threshold. filter timer The length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table. firewall A set of programs that protects the resources of a private network from external users.
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first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value. Flow Control Threshold The number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.
G
global settings Settings that apply to all skillsets or IVR ACD-DNs configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable. GOS See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port.
H
HDX See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls.
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Standard 11.12
HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.
I
ICM See Intelligent Call Manager. IGMP See Internet Group Management Protocol. Incalls key The key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented. Integrated Services Digital Network A set of standards for transmitting digital information over ordinary telephone wire and other media. Integration Package for Meridian Link A feature that integrates an IVR system with a switch. Intelligent Call Manager A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.
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Interactive Voice Response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port. Internet Group Management Protocol The multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use TCP/ IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct.The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. IVR See Interactive Voice Response.
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Standard 11.12
IVR ACD-DN See Interactive Voice Response ACD-DN. IVR event See Interactive Voice Response event. IVR port See voice port.
L
LAN See local area network. Line of Business code See activity code. LOB code See activity code. local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings. local call A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. logical expression 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
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M
M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch mailbox See recipient mailbox. Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script,primary script, script, secondary script. mathematical expression 1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. mean holding time 1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any). Planning and Engineering Guide
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Standard 11.12
Media Application Server A programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow. mean time between calls The average time between presentation of calls to an agent. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing. MHT See mean holding time. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. MOSPF See Multicasting Extensions to Open Shortest Path First.
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MTBC See mean time between calls. Multicasting Extensions to Open Shortest Path First An enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NACD call A call that arrives at the server from a network ACD-DN. NAT See Network Address Translation. NCC See Network Control Center. NCRTD See Network Consolidated Real-Time Display. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.
Planning and Engineering Guide
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Standard 11.12
network call A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration. Network Control Center The server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to connect to a local area network (LAN). network script The script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Contact Center Manager Server that provides skillbased routing to multiple networked sites. network skillset A skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.
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Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. NPA See Number Plan Area. NSBR See Network Skill-Based Routing. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application. ODBC See Open Database Connectivity. OEM Original equipment manufacturer Office hours Hours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed. OLE See object linking and embedding.
Planning and Engineering Guide
667
Standard 11.12
Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. OTM See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into outof-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset,skillset.
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January 2008
P
patch See Designer Patch. PBX See private branch exchange. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. personal directory number A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. PIM See Protocol Independent Multicast. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
Planning and Engineering Guide
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Standard 11.12
Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group. primary script A script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script,script, secondary script. priorities Two sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. PSTN See public switched telephone network. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
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January 2008
R
RAID See Redundant Array of Intelligent/Inexpensive Disks. RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recipient mailbox A container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. Redundant Array of Intelligent/Inexpensive Disks A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails.
Planning and Engineering Guide
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Standard 11.12
relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. Resource Reservation Protocol The protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows. round robin routing table A routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table. route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria.
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routing table A table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table. RSM See Real-time Statistics Multicast. RSVP See Resource Reservation Protocol. rule See e-mail rule.
S
sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script,primary script, secondary script. script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.
Planning and Engineering Guide
673
Standard 11.12
secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls. secondary script Any script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script,primary script, script. sequential routing table A routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds.
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service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Service Update A Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous Service Updates (SUs) for the release are included in the latest Service Update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also Service Update Supplementary and Designer Patch. Service Update Supplementary A stand-alone Contact Center supplementary software application installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch. Session Initiation Protocol An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent
management stations, which are computers running special network management software that interact with the Agents for status
management information, which is conveyed through exact specifications and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
Planning and Engineering Guide
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Standard 11.12
SIP See Session Initiation Protocol. SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI. SIP URI The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing. skillset A group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site.
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Contact Center Manager
January 2008
standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. SU See Service Update. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. SUS See Service Update Supplementary. switch See telephony switch. switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource. system-defined scripts The Master_Scriptand the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or networkcall arriving at the contact center.
Planning and Engineering Guide
677
Standard 11.12
T
TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
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January 2008
time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.
U
user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system.
Planning and Engineering Guide
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Standard 11.12
utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable. Virtual Private Network A private network configured within a public network to take advantage of the economies of scale and management facilities of large networks. Voice Extensible Markup Language Allows a user to interact with the Internet through voice-recognition technology. Voice over IP Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network. VXML See Voice Extensible Markup Language.
W 680
WAN See wide area network. Contact Center Manager
January 2008
Web-on-hold A set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.
Planning and Engineering Guide
681
Standard 11.12
682
Contact Center Manager
Index Symbols .NET 65, 66 Framework class library 66 programming languages 67 types 66
A about upgrade scenarios 169 ACCESS connection 537 link 542 protocol 75 requirements 538 voice ports 537 access classes and partitions upgrading 170 ACD queue management 17 ACD trunks 478 ACD-DNs default 512 activating Master script 359 activating the IP address 507 Active Server 328, 420 active server 49, 364 Address object 68 addresses Class D Internet Protocol 621 multicast 621 restriction for IP multicast 621 Agent Greeting 86, 476 Agent Interface ports 394 agent licenses 127 Agent object 68 agent phonesets, configuring for Communication Control Toolkit 555 agent TNs, configuring for Communication Control Toolkit 555 Planning and Engineering Guide
agents number supported 17 AgentTerminalSession object 68 agent-to-skillset assignments, running 359 agent-to-supervisor assignments, running 359 alias 551, 553 All-Hosts Group 619, 620 and multicast data 618 All-Routers Group 620 and multicast data 618 AML 65, 352 configuring ELAN subnet for 509 Anti-virus software 209 Communication Control Toolkit 282 Contact Center Manager Administration 249 Contact Center Manager Server 231, 315 Contact Center Multimedia 270 coresident server 296 LinkPlexer 325 Replication Server 337 API Communication Control Toolkit 65, 75 distribution 66 Full 68 Graphical 69 Lite 68 Application Module Link 65 AML 65 Application Module Link. See AML application server CPU utilization 370 minimum refresh rate on 371 multiple 372 architecture Communication Server 1000/Meridian 1 40 DMS 92 Meridian 1 92 archiving 396 assignments, running 359 AST 513 attached data 407 attachments 61 683
Index
locations 551 audio routes 495 auditing 16 Automatic switchover 421 auto-number e-mail messages e-mail messages auto-numbering 552 Avaya 66 average CPU utilization 358, 411 delay factor 526 pages per second 358, 411 talk time 350
B backing up 405 data on a coresident server 447 Backing up and restoring 405 backup 404 bandwidth 394 required, CSL 544 bandwidth contention 526 Bandwidth recommendations 394 basic call 498, 611, 638 cost 482 binding order 519, 523 buffers 496 busy Symposium customer model 611
C CACHE.DAT 395 calculate switch capacity 480 Call Arrival Rate 350 Call Center Module loads supported 494 call complexity 348, 407, 455, 482 call duration 407 call load 348 call models 609 busy Symposium customer 611 hybrid 610 MVP 610 simple 483 684
Standard 11.12
SVP 484, 610 Symposium customer 611 call rate 350 maximum 485 call variables 17 call-attached data 407 caller-entered data 407 Calling Line ID CLID 65 CallPilot 50, 86 and multiple servers on the switch 539 software release 539 See also Symposium Voice Services on CallPilot calls per hour 350, 407 Campus Redundancy 422 capacity 361, 407 ACCESS link 543 coresident server 455 CSL 545 maximum 588 requirements, minimizing 411 Capacity Assessment Tool. See CapTool CapTool 39, 218, 236, 255, 274, 328, 342, 366, 380, 400, 435, 438
CCM loads supported 494 CCS 542 CDNs configuring on the switch 511 CDNs, calculating requirements for 495 centum call seconds 542 checking the ELAN subnet link 510 Citrix 63 Class D Internet Protocol addresses 621 Classic Client 15, 82, 84 client application 63 client hardware requirements Contact Center Manager Administration 242 Contact Center Multimedia 262 client operating system Contact Center Manager Administration 247 client PCs 368 clients 407 Close Voice Session. See voice sessions CLR 66 clustering 405
Contact Center Manager
January 2008
Collect Digits command 538 Command and status link. See CSL commit limit 358, 411 committed bytes 358, 411 Common Language Runtime 66 Communication Control Toolkit 49, 63, 386, 387, 410, 415, 563 anti-virus 282 API 65, 75 Basic call control functions 564 client, requirements 414 Contact Center specific functions 564 disk partitioning 280 hardware requirements 274 migrate to 141 operating system 281 requirements 273 server 64 standalone configurations 275 third-party software 282 upgrade to 141 Communication Control Toolkit compatibility 144 Communication Control Toolkit Connector 564 Communication Server 1000 switch contact center architecture 40 engineering 475 See also Meridian 1 switch Communication Server 1000/Meridian 1 configuring 503 compatibility and Contact Center Manager Administration 167, 168 complex call model 484, 611 components, third-party 65 computer-telephony integration 73, 410 conferencing 407 configurations, VPN 583 configuring agent phonesets for Communication Control Toolkit 555 CDNs on the switch 511 Contact Center Multimedia server network 390 LinkPlexer 502 Windows 389
Planning and Engineering Guide
Index
connection object 68 consolidated real-time display data 373 contact center product names 15 Contact Center - Manager setup 549 Contact Center - Manager Client 250 Contact Center - Manager compatibility 143 Contact Center - Multimedia operating system 268 requirements 253 server hardware requirements 254 third-party software 269 Contact Center Agent Desktop 60, 83, 250, 262, 352, 386, 38 7
contact center architecture Communication Server/Meridian 1 switch 40 contact center environment network requirements 519 Contact Center Manager 455 Contact Center Manager Administration 48, 368 anti-virus software 249 client hardware requirements 242 client operating system 247 compatibility with previous versions 167, 168 CPU impact of Contact Center Manager Administration 372 disk partitioning 241 impact on Nortel server subnet/WAN 372 multiple application servers 372 operating server 245, 312 requirements 235, 299 server hardware 236, 302 server standalone configuration 237 third-party software 249, 314 upgrade to 140 Contact Center Manager Administration application server CPU utilization 370 Contact Center Manager Administration replication 149 Contact Center Manager Client 50, 368 Contact Center Manager Server 48, 62, 368 and IP multicasting 627 CPU impact on Contact Center Manager
685
Index
Standard 11.12
Server 372 disk partitioning 224 integration with 62 multiple on the same switch and CallPilot 539 multiple on the same switch and Meridian Mail 541 operating server requirements 226 performance impact of MLS 410 requirements 217 standalone configuration 219, 302, 305, 308, 309, 312, 314
third-party software 230 upgrade to 139 Contact Center Multimedia 49, 58, 386, 387, 395 anti-virus software 270 client hardware requirements 262 disk partitioning 266 Contact Center Multimedia compatibility 86, 144 Contact Center Multimedia server 387 Contact Center Multimedia/Outbound server database capacity 20 Contact Center Supervisor Desktop 83 Contact Center Voice Services 92 Contact Center Voice Services on CallPilot in the DMS environment 92 Contact Center Voice Services on Meridian Mail in the DMS environment 92 Contact Management Framework 64 Contact object 68 Controlled Directory Numbers. See CDNs Conversation Space 468 conversion ways to save time during 161 coresidency 95, 145 and the customer network 445 upgrades 150 coresident 145 coresident applications 95 coresident installation requirements 284 coresident server and Contact Center Manager 455 and NSBR 455
686
and remote support 456 and Replication Server 456 anti-virus software 296 capacity 455 CPU utilization 454 disk partitioning 291 hardware requirements 285, 454 operating system 294 software requirements 454 third-party software 296 coresident server, engineering 419, 437, 457 Coresident servers requirements 283 coresident servers backing up and restoring data on 447 with previous versions of Symposium 167 coresident upgrades 150 Corporate licensing 123 cost of basic call 482 CPH 350 CPU cost of Contact Center Manager Administration on Contact Center Manager Administration 372 impact, Symposium Voice Services on CallPilot 540 load, minimizing on Contact Center Manager Administration 377 performance, Contact Center Manager Administration 376 requirement, Communication Control Toolkit 402 requirement, Contact Center Manager Server 347 utilization, Communication Control Toolkit 411 utilization, Contact Center Manager Administration application server 370 utilization, Contact Center Manager Server 358 utilization, coresident server 454 CRTD data 373 CS 1000 82 supported releases 90, 91, 476 CS 1000E/CS 1000M IP agents 486 CS 1000M TDM agents 486, 487
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January 2008
CS 2x00 82 CSL 544 traffic cost 544 CTI 65, 73, 352
D data extractions 359 database 395 calculations 395 capacity 395 upgrading SWCP 4.0 172 database backups 359, 412 database expansion and conversion 160 Database Integration Wizard 355 debugging 407, 408 dedication of voice ports 537 default 552 default ACD queue 17 default ACD-DN 512 Default Queue Management 17 defining ELAN subnet 509 routing table 507 delay factor 526 DFDN prompt 512 direct-connect modem, support over 580 disaster recovery 404 disk compression utilities 209 disk partitioning examples of 160 disk partitioning requirements Communication Control Toolkit 280 Contact Center Manager Administration 241 Contact Center Manager Server 224 Contact Center Multimedia 266 coresident server 291 Replication Server 333 Distance Vector Multicast Routing Protocol 623 distribution 66 DIW 355 DMS 82 architecture 92 DMS switch
Planning and Engineering Guide
Index
engineering 491 requirements 496 DNs, sharing 501 documents in Contact Center 28 domain controller 406 domain forest 386 duration, voice sessions 537 DVMRP 623 DXM_SERVER_SHUTDOWN message 357
E EBCs 481, 637 ELAN subnet 72, 221, 277, 288, 304, 307 average utilization 358, 412 configuring 505 connection to Enterprise IP network 529 defining 509 external communications on 530 impact, Symposium Voice Services on CallPilot 540 link, checking 510 link, enabling 510 maximum utilization 524 OTM on 529 problems 525 requirements 524 traffic 524 e-mail 551 attachments 61 e-mail attachment file locations 551 e-mail attachment folder locations 552 default location 552 e-mail attachments 396 e-mail body searching 552 E-mail Manager 59 e-mail server configuration requirements 551 ports 394 scan interval 551 transactions 61 Embedded Local Area Network. See ELAN subnet emergency license file 133
687
Index
enabling the ELAN subnet link 510 engineering Contact Center Manager Server 341 coresident server 419, 437, 457 network 515 Replication Server 364 voice processing 535 Enhanced switchover 421 Enterprise IP network connection to ELAN subnet 529 traffic 521, 523 utilization 524 Equivalent Basic Calls 481, 637 Erlang 542 Erlang B 642 Ethernet port, assigning an IP address for 506 Ethernet switch 529 Event Browser 84 event logging 442 events, supported 563 Extended partition Replication Server 334 extended partition Contact Center - Multimedia 266 external events 499 external communications on the ELAN subnet 530 External Web server 61, 398 transactions 61
F FAT 241 feature licenses 127 filtering router 529 firewall 414 front-end IVR 92, 483 Full API 68 functions supported by Graphical API 69 functions, supported 563
G gateway server 507 688
Standard 11.12
generating reports 359 Geographic Redundancy 395 Geographic redundancy 422 Get Response command 356 GigaSpaces Platform Infrastructure 65 Give Controlled Broadcast command 538 Give IVR command 537 Give_Treatment message 496 Give_Treatment(Music) message 497 Give_Treatment(RAN) message 497 Give_Treatment(Ringback) message 497 GOS 537 Grade of Service 537, 642 Graphical API 69 grounding, ACCESS link 542 GRTD 83
H hardware configuration and performance 407 configuring ELAN subnet 505 requirements 213 requirements, Communication Control Toolkit client 414 requirements, Communication Control Toolkit server 402 hardware platforms Meridian Mail 542 Hardware requirements Communication Control Toolkit 274 coresident server 285 LinkPlexer 319 hardware requirements Contact Center Manager Server 218 Replication Server 329 hardware server requirements Contact Center - Multimedia 254 hardware-RAID 404 HDX 73, 355 application server 50 High availability servers 345 Communication Control Toolkit 279 Contact Center - Multimedia 265 Contact Center Manager Administration 244
Contact Center Manager
January 2008
Contact Center Manager Server 223, 309 coresident server 290 historical reporting 15 historical reports, limit of simultaneously generated 371 host application 355 Host Data Exchange 50 Host Data Exchange. See HDX Host Enhanced Routing 352 host-to-gateway configuration 583 hot-swappable batteries 214 hybrid model 610
I IAPG 513 ICM 415, 492 ICM link 492 ICM messages 496 IGMP 623 IMH 61 impact Symposium Voice Services on CallPilot 540 inbound call models 610 inbound e-mail scan interval 551 Inbound Message Handler 61 installation order 100, 102 road map 102 sequence 100, 102 installation methods 442 installation order 442 installing language pack 254 Interactive Voice Response. See IVR inter-call interval 350 Internet Assigned Numbers Authority 622 Internet Engineering Task Force 622 Internet Group Management Protocol 623 Internet Information Service IIS 227 Internet Telephony Gateway 86 invoke IDs 496 IP address
Planning and Engineering Guide
Index
activating 507 assigning to the switch 506 validating 508 IP multicast addresses, restrictions 621 IP multicasting configuring two network interface cards for 630 implementing for Contact Center Manager 627 overview 616 requirements 627 IPML 66, 86 ISDN 478 IVR 50 messages 521 voice ports 537 IVR messages 523
J Java API 61 Java Server Pages 62
K keycode requirements for conversion to Release 4.2 161 Knowledge Worker 274, 415, 477 Knowledge Worker environment architecture 76 network requirements 523
L language pack 254 LD 17 509 LD 23 512 LD 48 510 license Open Networking 128 Open Queue 128 Outbound 129 Report Creation Wizard 129 689
Index
Standby Server 128 license file corporate license file 126 nodal license file 127 license identifier CS 1000/Meridian 1 server 130 CS 2x00/DMS server 129 Mixed Corporate Node 131 SIP server 130 License Manager 132, 218, 416 licenses agents 127 limits, product 587 LinkPlexer 95, 182, 416, 501 anti-virus software 325 configuring 502 hardware requirements 319 operating system 323 requirements 317 third-party software 325 Lite API 68 location, physical location 404 locations of e-mail attachments 551 logging 407, 448 logoffs 359 logons 359
M mailbox 61 scan interval 551 MAS 206, 300, 301, 464, 465, 466, 468 MAS application software 301 MAS configuration 466 Master script, activating 359 maximum call rate, Communication Server 1000/ Meridian 1 switch 485 call rate, DMS switch 496 capacity 588 utilization, ACCESS link 542 utilization, ELAN subnet 524 utilization, Nortel server subnet 522, 524 Mean Holding Time 350
690
Standard 11.12
Time Between Calls 350 Media Application Server 206 memory Object 411 requirements, Communication Control Toolkit 403 See also virtual memory Memory Object 358, 411 memory tweaking utilities 209 Meridian 1 82 architecture 92 supported releases 90, 91, 476 Meridian 1 switch contact center architecture 40 engineering 475 Meridian Link protocol 352 Meridian Link Services 65 impact on Contact Center Manager Server performance 410 Meridian Link Services. See MLS Meridian Mail 50 and multiple servers on the switch 541 platforms 542 software release 541 See also Voice Services on Meridian Mail Meridian Voice Processing. See MVP MHT 350, 542 Microsoft Excel 248 Microsoft Internet Explorer 248 Microsoft SQL Server 2000 Desktop Engine 65 Microsoft Updater 270 Microsoft updates 228, 248, 268, 281, 295, 313, 3 24, 336
Microsoft Windows. See Windows migrating Classic Client data 140 migration supported 139 migration planning 138 Migration Utility 60 migrations compared to upgrading 166 minimizing capacity requirements 411 MIRAN 86 MLS 65, 73, 352
Contact Center Manager
January 2008
configuring the ELAN subnet link for 509 impact on Contact Center Manager Server performance 410 in the DMS environment 92 traffic 521 model busy Symposium customer 611 call 609 hybrid 610 inbound call 610 MVP 610 simple 483 SVP 484, 610 Symposium customer 611 modem, support over direct-connect 580 modems 404 MOSPF protocol 624 MSDE 2000 65 MSL-100 82 MTBC 350 multicast addresses 621 data, sending and receiving 616 group 617 host group 617, 620 host group, members of 621 host group, permanent 620 host group, transient 620 hosts 619 protocols 623 routing methods 622 traffic 375 multimedia contacts 61 multimedia storage capacity 20 multiple application servers 372 multiple domains 387 multiple languages and coresident servers 447 multiple servers on a switch and CallPilot 539 and Meridian Mail 541 music routes 495 MVP 610
Planning and Engineering Guide
Index
N NACD 478 NACD trunks 479 nbconfig utility and NCC 161 NCC force synchronization on 161 using nbconfig utility on 161 NCC server and coresidency 446 NCRTD data 373 Network ACD. See NACD Network Address Translation 63 network consolidated real-time display data 373 Network Control Center server 49 network engineering 515 network interface cards configuring for multicast routing 630 Network Loop Interface. See NLI link network requirements contact center environment 519 Knowledge Worker environment 523 self-service environment 519 Network Skill-Based Routing 49, 89 Network Skills-Based Routing 148 network, configuring Contact Center Multimedia server 390 networked ACD 478 networking requirements 389 Windows 386 networking traffic 522, 523 new report statistics 17 NIC. See network interface cards NLI link 545 Nodal licensing 121 non-ACCESS voice ports 537 non-steady state 359, 412 Nortel Networks Enterprise Configurator 480 Nortel server subnet 72, 221, 238, 259, 269, 277, 288
, 304, 307, 358, 505
average utilization 412 impact of Contact Center Manager Administration on 372 maximum utilization 522, 524
691
Index
utilization 394 Nortel voice application servers 582 NSBR 49 NSBR and coresident server 455 NTFS 241, 269 number agents 17 call variables supported 17 of active agents 351 of lines displayed, CPU impact on Contact Center Manager Administration 376 of servers supported by a Communication Server 1000 switch 476 of servers supported by a DMS switch 494 skillsets per agent 17
O OAM service 549 ODBC 74 OMH 61 Open Database Connectivity. See ODBC Open Queue 62, 218, 415, 549, 556 Open Voice Session. See voice sessions Operating Service Packs 212 operating system Communication Control Toolkit client 414 updates 211 Operating system requirements Communication Control Toolkit 281 Contact Center Manager Administration 245, 312 coresident server 294 LinkPlexer 323 Replication Server 336 operating system requirements Contact Center Manager Server 226 operating systems requirements Contact Center - Multimedia 268 Optivity Telephony Manager 86 Optivity Telephony Manager. See OTM OSPF protocol 624 OTM on the ELAN subnet 529 Outbound Campaign Management Tool 59, 262
692
Standard 11.12
Outbound Message Handler 61 Outbound Predictive Dialing 352 Overlay 17 509 Overlay 23 512 Overlay 48 510
P package licenses 127 pages per second 358, 411 paging file 403 patches applying to coresident servers 447 pcAnywhere 232, 249, 270, 282, 296, 316 Performance Monitor 358, 411 phonesets call center 488 supported 488 PIM protocol 624 Platform Compliance Check utility 233, 250, 298 Platform Vendor Independent 215 platforms Meridian Mail 542 POP3 capable e-mail server 61 port request rate 537 port requirements 392, 414 portfolio rebranding 15 post-call processing time 350 prerequisites upgrading SWCP 4.0 to CCMM 6.0 173 Primary Contact Center Manager Server 434 primary objects, Full API 68 Primary partition Replication Server 334 primary partition Contact Center - Multimedia 266 problems, ELAN subnet 525 processors, rated capacity 361 product compatibility 82, 84 product limits 587 product names 15 programming languages 67 propagation delays 525, 526 Protocol Independent Multicast 624
Contact Center Manager
January 2008
Index
provider application 355 purging the database 396
Remote Agent Observe 86 Remote Desktop Connection 104, 215, 232, 249, 266, 27
Q
remote support 579 VPN guidelines 582 remote support and coresident server 456 Replication Agent 425 Replication Server 49, 328, 364, 425 anti-virus software 337 disk partitioning 333 engineering 419, 457 hardware requirements 329 operating system 336 requirements 327 third-party software 337 Replication Server and coresident server 456 reporting historical 15 improvements 17 Manager Server enhancements 17 real-time 16 real-time, and IP multicast 617 reports generating 359 requirements ACCESS 538 ACD trunks 478 Communication Control Toolkit 273 Communication Control Toolkit client 414 Contact Center - Multimedia 253 Contact Center Manager Administration 235, 299, 369 Contact Center Manager Server 217 coresident servers 283 DMS switch 496 ELAN subnet 524 hardware 213, 218 hardware, coresident server 454 keycode for Release 4.2 161 NACD trunks 479 network 515 operating system 203 port 414 server 203 server for conversion 158
queuing delays 525
R RAID controller 223 Communication Control Toolkit 278 Contact Center - Multimedia 264 Contact Center Manager Administration 244, 308 coresident server 290 LinkPlexer 321 Replication Server 331 RAM requirements, Communication Control Toolkit 403, 411 RAM requirements, Contact Center Manager Server 358 RAN routes 495 RAS 406, 580 rate, port request 537 rated capacity for processors 361 Real-Time Data API. See RTD API real-time displays and IP multicast 617 minimum refresh rate on application server 371 real-time reporting and IP multicast 617 real-time reports 16 Real-Time Statistics Multicast. See RSM rebranding 15 redundancy 404 Redundant Array of Disks RAID 213 Redundant Server 395 refresh rates and CPU impact on Contact Center Manager Administration 376 minimum on application server 371 related documents 28 reliability, lack of 525 Remote Access Services 406, 580 Planning and Engineering Guide
1, 282, 291, 296, 316, 334
693
Index
software, coresident server 454 Standby Server 327 Symposium Voice Services on CallPilot 539 Third-party software 208 time to upgrade server 174 voice ports 537 Voice Services on Meridian Mail 541 Resource Reservation Protocol 624 resources 407 restoring data on a coresident server 447 robustness, lack of 525 role of 465 Route_Call message 496 router 72 routers, filtering 529 routing methods multicast 622 spanning tree 622 routing table, defining 507 RSM 74 RSM multicast 372 RSVP protocol 624 RTD API 74 Rules Engine 61
S saving time during conversion 161 scan interval for inbound e-mail 551 scripting improvements 16, 19 scripts activating 359 validating 359 Secondary Contact Center Manager Server 434 SEI 74 self-service 274, 477 self-service environment architecture 78 network requirements 519 Send Info command 355 Send Request command 355 server naming requirements 207
694
Standard 11.12
start order 88 server hardware requirements Contact Center Manager Administration 236, 302 server information for upgrades 172 server requirements upgrading 172 Server Utility 84 administration 147 overview 16 service packs 212 service provider 415 service provider API 355 services per call 348, 349, 350, 482, 611 Session object 68 session sharing 501 settings e-mail body text search 552 simple call model 483, 611 Simple Network Management Protocol SNMP 227 sine wave 214 single-NIC 72, 505 single-NIC card 57 SIP 415 SIP Contact Center 301 skillsets per agent 17 SOAP Client 248 software configuring ELAN subnet 506 software phones 352 software-RAID 404 solution type 407 spanning tree routing method 622 split tunneling 582 Stable Queue 335, 425, 434 calculating size 435 size 434, 435 stable queues 434 Standby Server 49, 328, 420, 424 Active Server 424 how it works 424 initialize 428 requirements 327 Standby Server database 428
Contact Center Manager
January 2008
switchover 427 switchover options 430 Transaction log 425 statistics License Manager 135 statistics in reports 17 steady state 358, 411 subnet 582 support remote 579 support limitations 466 supported administration 144 supported migrations 139 supported phonesets 488 Supported telephone switches 476 supported upgrade paths 165 supported upgrades 139 SVP model 484, 610 SWCP See Symposium Web Center Portal switch assigning an IP address to 506 capacity, Communication Server 1000/ Meridian 1 switch 480 configuring 503 configuring CDNs on 511 engineering 473 multiple servers and CallPilot 539 multiple servers and Meridian Mail 541 switchover 427, 430 Sybase Replication Server 420 Symposium Call Center Server compatibility with Contact Center Manager Administration 167, 168 upgrades 139 Symposium customer model 611 Symposium Event Interface. See SEI Symposium Voice Processing. See SVP Symposium Voice Services on CallPilot ACCESS traffic 538 and multiple servers on switch 539 CPU impact 540 ELAN subnet impact 540 Nortel server subnet impact 540 requirements 539 Symposium Voice Services on Meridian Mail
Planning and Engineering Guide
Index
ACCESS traffic 538 and multiple servers on switch 541 Symposium Web Center Portal upgrading database 172
T TAPI 405 migrate from 141 TAPI Connector 64, 75 TAPI files 405 TAPI Service Provider 64 TAPI tsec.ini 405 TCP ports 392 TCP/IP 262 technical support 215 telephone switch 89 engineering 555 types supported 555 Telephony Application Program Interface 63 Telephony Application Program Interface. See CCT Telset 86 Terminal object 68 TerminalConnection object 68 Third-party backup software Contact Center - Multimedia 269 third-party backup software Contact Center Manager Server 230, 314 third-party components 65 Third-party software Contact Center Manager Server 230 Replication Server 337 Third-party software requirements Communication Control Toolkit 282 Contact Center - Multimedia 269 coresident server 296 LinkPlexer 325 third-party software requirements 208 Contact Center Manager Administration 249, 314 time saving during conversion 161 time required upgrading server 174
695
Index
Standard 11.12
timing 444 of upgrade scenarios 171 TNs configuring for Communication Control Toolkit 555 traffic ELAN subnet 524 Enterprise IP network 523 networking 523 transaction records 396 transfers 407 transport 64 trust relationships 387 typical call 348
U unicast sending and IP multicast sending 617 traffic 375 Uninterruptible Power Supply 223, 309 Communication Control Toolkit 278 Contact Center - Multimedia 265 Contact Center Manager Administration 244 coresident server 290 LinkPlexer 322 Replication Server 332 UPS 213 union break time 350 Universal Networking 218 updates Microsoft 228, 248, 268, 281, 295, 313, 324, 336
upgrade from Symposium Contact Center Server 139 options 178 paths 175 requirements 176 to Contact Center - Manager 137 to Contact Center - Multimedia 172 to Contact Center Manager Administration 165 to Contact Center Manager Server 156 upgrade planning 138 upgrade scenarios
696
about 169 timing 171 upgrades compared to migrations 166 server information 172 upgrading access classes and partitions 170 planning 169 prerequisites 173 server requirements 172 supported paths 165 SWCP 4.0 database information 172 UPS requirements 213 utility-class software 208 utilization ACCESS link 543 maximum ELAN subnet 524 maximum Nortel server subnet 522, 524
V validating scripts 359 validating the IP address 508 versioning 67 virtual memory Communication Control Toolkit 411 Contact Center Manager Server 358 virtual memory, Communication Control Toolkit 411 virtual networks and IP multicasting 618 Virtual Private Network. See VPN virus scanning 360, 412 Visual Studio .NET 2003 69 voice ports dedicating 537 non-ACCESS 537 number required 537 voice processing, engineering 535 Voice Prompt Editor 84 Voice Services on Meridian Mail requirements 541 voice sessions 538 duration 537 VPN 579 configurations 583
Contact Center Manager
January 2008
Index
remote support guidelines 582 VPN Router 1100 582 VSID 509 VSID definitions 511
W waiting calls 495 WAN impact of Contact Center Manager Administration on 372 warm standby 420, 428 Web Communications 60 Web services 61 Windows configuring 389 Windows 2000 Advanced Server 323 Windows 2000 Professional 247 Windows 2000 Server 323 Windows 2000 Server Datacenter 226, 323 Windows 2000 Server Professional 323 Windows 2003 Enterprise 247 Windows 2003 Server Datacenter 226, 245, 294, 312, 323, 33 6
Windows 2003 Server Enterprise 226, 294, 323, 336 Windows 2003 Server Standard 226, 268, 281, 323 Windows 2003 Server Web 226, 245, 294, 312, 323, 336 Windows 2003 Standard 226, 245, 247, 281, 294, 312, 323
Windows Forms Controls 70 Windows XP Professional 247
X X336 server 300, 301
Planning and Engineering Guide
697
Index
698
Standard 11.12
Contact Center Manager
Reader Response Form Nortel Contact Center Manager Product release 6.0 Planning and Engineering Guide Tell us about yourself: Name: Company: Address: Occupation:
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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a d e a e RR
Nortel Contact Center Manager Contact Center Planning and Engineering Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006–2008 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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:
297-2183-934 6.0 Standard 11.12 January 2008
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Planning and Engineering Guide Product release 6.0
Standard 11.12
January 2008
Nortel Contact Center Manager Planning and Engineering Guide
Publication number: Product release: Document release: Date:
297-2183-934 6.0 Standard 11.12 January 2008
Copyright © 2006–2008 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 Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and thirdparty trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MSDOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc.
CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. COMPAQ and PROLIANT are trademarks of Compaq Information Technologies Group, L.P. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company. ORBIX is a trademark of Iona Technologies PLC. MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. RACORE is a trademark of Racore Computer Products, Inc. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. SEAGATE is a trademark of Seagate Technology, LLC. STRATUS is a trademark of Stratus Computer Systems, S.à.r.l. TANDBERG is a trademark of Tandberg Data ASA. VISIBROKER is a trademark of Visigenic Software, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.
Contents 1
Getting started
13
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 1 2
Introduction
35
Contact center architecture
37
CapTool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP Contact Center components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia components . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication Control Toolkit components . . . . . . . . . . . . . . . . . . . . . . . . Data network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact center external (software) interfaces . . . . . . . . . . . . . . . . . . . . . . . . .
3
General information Product compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server start order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephone switches supported by Contact Center Manager. . . . . . . . . . . . . . Co-resident applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
14 23 24 25 27 28 32
Install Contact Center
38 40 51 58 63 72 73
81 82 88 89 95
99
Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Planning and Engineering Guide
v
Contents
Standard 11.12
5
Licensing
119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
Upgrade to Contact Center Manager
137
Upgrade and migration planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade to Contact Center Manager Server 6.0. . . . . . . . . . . . . . . . . . . . . . Upgrade to Contact Center Manager Administration 6.0 . . . . . . . . . . . . . . . Upgrade to Contact Center Multimedia 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . Upgrade to Communication Control Toolkit 6.0 . . . . . . . . . . . . . . . . . . . . .
7
LinkPlexer general information
8
182 183 185 186 191 195 197 200
Server and operating system requirements
203
General requirements
205
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server naming requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
vi
138 156 165 172 175
181
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Considerations and limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application Continuity Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X.25 versus TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 2
120 121 126 132 133 134 136
206 207 208 211 213 215
Contact Center Manager
January 2008
9
Contents
Contact Center Manager Server
217
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Contact Center Manager Administration
235
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Communication Control Toolkit
Co-residency
274 280 281 282
283
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preinstallation compliancy check utility. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning and Engineering Guide
254 262 266 268 269
273
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
236 241 242 245 249 250
Contact Center Multimedia—Outbound, E-mail and Web communications 253 Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
218 224 226 230 233
284 285 291 294 296 298
vii
Contents
Standard 11.12
14
SIP-enabled Contact Center
299
General requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
LinkPlexer 6.0
317
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Replication Server (Standby Server)
17
328 329 333 336 337
Engineer Contact Center components
339
Engineer Contact Center Manager Server
341
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MLS and HDX performance impact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Replication Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18
318 319 323 325
327
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 3
300 302 310 312 314
Engineer Contact Center Manager Administration
342 344 345 347 348 352 358 361 364
365
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 viii
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Contact Center Manager Administration performance. . . . . . . . . . . . . . . . . 370 Contact Center Manager Client performance . . . . . . . . . . . . . . . . . . . . . . . . 376 Minimizing CPU load. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
19
Engineer Contact Center Multimedia
379
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Multimedia hardware requirements. . . . . . . . . . . . . . . . . . . Windows networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calculating disk storage requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integrating the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
20
Engineer Communication Control Toolkit
399
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Communication Control Toolkit and ICM configuration. . . . . . . . . . . . . . .
21
Engineer a replication server
Engineer a co-resident server
420 424 427 428 430 434 436
437
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Limitations of a co-resident server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning and Engineering Guide
400 402 406 407 411 414 415
419
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How Contact Center Standby Server works . . . . . . . . . . . . . . . . . . . . . . . . . Agent status during a switchover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Initializing the Standby Server database. . . . . . . . . . . . . . . . . . . . . . . . . . . . Switchover options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Stable Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
380 382 383 385 386 390 395 398
438 440 449 454 455
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23
Engineer SIP
457
SIP installation and configuration order . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP Contact Center Manager Server architecture . . . . . . . . . . . . . . . . . . . . . Call Flow Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24
Engineer the telephony switch
458 461 468 470 471
473
Section A: Engineer the Communication Server 1000/M1 PBX telephone switch Communication Server 1000/M1 telephone switch requirements . . . . . . . . Communication Server 1000/M1 telephone switch capacity . . . . . . . . . . . . Supported phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
475 476 480 488
Section B: Engineer the Communication Server 2x00/DMS telephone switch 491 Communication Server 2X00/DMS Communication Control Toolkit— ICM link. . . . . . . . . . . . . . . . . . . . . . . . 492 Communication Server 2x00/DMS telephone switch requirements. . . . . . . 494 Communication Server 2x00/DMS telephone switch capacity . . . . . . . . . . 496 Impact of ICM traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500 LinkPlexer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501 Section C: Configure Communication Server 1000/M1 PBX Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the ELAN subnet (knowledge worker environment) . . . . . . . . . Configure CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure Communication Control Toolkit phones . . . . . . . . . . . . . . . . . . .
25
Engineer the data network
515
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
503 504 505 511 513
Engineer the Communication Server 1000 voice processing system
516 519 523 531
535
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536 Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
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Contents
ACCESS requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538 Contact Center Voice Services on CallPilot requirements . . . . . . . . . . . . . . 539 Contact Center Voice Services on Meridian Mail requirements . . . . . . . . . 541
27
Engineer Contact Center Manager for multimedia
547
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Engineer the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Engineer the telephone switch for multimedia . . . . . . . . . . . . . . . . . . . . . . . Engineer Outbound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
28
548 549 551 555 559
Communication Control Toolkit supported functions and events 563 Supported functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564 Supported functionality for IPML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
Part 4 29
Remote support
577
Remote support with a VPN
579
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 Guidelines for the Remote Support VPN . . . . . . . . . . . . . . . . . . . . . . . . . . 582 VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Part 5
Appendixes
585
A
Product limits
587
Product limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
B
SIP general information
595
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596 SIP building blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
C
Telephone switch feature comparison
599
Differences between telephone switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 600 Planning and Engineering Guide
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D
Standard call models
609
Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610
E
IP Multicast Networking
615
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multicast sending and receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing IP multicasting for Contact Center Manager. . . . . . . . . . . . . Configuring multicast with two network interface cards . . . . . . . . . . . . . . .
F
Calculating Equivalent Basic Calls
616 617 627 630
637
Equivalent Basic Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638
G
Telephony calculations
641
Using Erlang B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642
643 Index
xii
683
Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
14
Overview
23
About this guide
24
How to use this guide
25
Skills you need
27
Related documents
28
How to get help
32
Planning and Engineering Guide
13
Getting started
Standard 11.12
New in this release The following sections detail what is new in the Nortel Contact Center Manager Planning and Engineering Guide (297-2183-934) for release 11.12.
“Features” on page 14
“Other changes” on page 20
Features See the following sections for information about feature changes:
14
“Support for Windows Server 2003 Release 2” on page 15
“Contact Center portfolio rebranding” on page 15
“Classic Client not available” on page 15
“Updated Contact Manager Administration features” on page 15
“Contact Center Server Utility” on page 16
“Default ACD Queue Management” on page 17
“Increase in configured agents” on page 17
“Increase in call variables” on page 17
“Increase in skillsets per agent” on page 17
“Reporting” on page 17
“Configuration improvements” on page 18
“Scripting improvements” on page 19
“GIVE IVR” on page 19
“Simplified installation for Contact Center Multimedia” on page 19
“Unified reporting and administration” on page 20
“Improved agent interaction” on page 20
“Increase in number of contacts handled” on page 20
“Storage capacity” on page 20
Contact Center Manager
January 2008
Getting started
Support for Windows Server 2003 Release 2 Contact Center 6.0 now supports Windows Server 2003 Release 2. This affects the following sections:
“Operating system requirements” on page 226 for Contact Center Manager Server
“Operating system requirements” on page 245 for Contact Center Manager Administration
“Operating system requirements” on page 268 for Contact Center Multimedia
“Operating system requirements” on page 281 for Communication Control Toolkit
“Operating system requirements” on page 294 for co-resident configurations
“Operating system requirements” on page 312 for SIP
“Operating system requirements” on page 323 for LinkPlexer
“Operating system requirements” on page 336 for Standby Server
Contact Center portfolio rebranding For Release 6.0, the Symposium portfolio is rebranded as the Nortel Contact Center portfolio. Many of the application names within the Contact Center portfolio are updated to align with the overall portfolio. This feature affects all sections. Classic Client not available The Classic Client software is not part of Contact Center 6.0. A number of the features are available in the Contact Center Manager Administration. The remaining server maintenance and monitoring utilities (MAS) are part of the Contact Center Server Utility. Updated Contact Manager Administration features The following list of features describes Classic Client functionality that is now only available in the Contact Center Manager Administration application:
Historical Reporting—View and print historical reports schedules, modify report templates on a network drive, and print access and partition management information.
Planning and Engineering Guide
15
Getting started
Standard 11.12
Real-time Reporting—Display real-time skillset reports, include/exclude non-staffed skillsets, select filters for real-time displays, and configure colors for tabular displays where threshold level values are less than one (1).
Access Partition Management—Configure Contact Center Manager Administration users; access levels for access classes, users, partitions, and report groups; and enhanced real-time and historical reporting access classes.
Contact Center Management—Configure access levels for agent to skillset and agent to supervisor assignments, view the schedule of agent to skillset and agent to supervisor assignments, choose priority/standby from a dropdown menu in agent to skillset assignments, display the current status of an agent, and change all agents in an agent to supervisor assignment to one supervisor simultaneously. The database contains a new column in the application and skillset views to hold the contact type.
Configuration—Synchronize data from the Network Contact Center to a particular site in the network and view routing table assignment schedules.
Scripting—Use a Web-based integrated script manager, a larger script editor window, view- and sort-enhancements for script variables and scripts, and print a script variable reports, including values, to export the report to Crystal-supported export formats.
Auditing—Log information (for example, changes to users, access classes, partitions, report groups, scripts, and so on) in addition to the configuration audit changes.
These features are compatible with both Contact Center Manager Server and Symposium Call Center Server Release 5.0. Contact Center Server Utility The Server Utility enables you to monitor and maintain Contact Center Manager Server Release 6.0. The Server Utility provides functionality that is not available through Contact Center Manager Administration. The Server Utility maintains the look and feel of the Symposium Call Center Server Classic Client and can be installed on a stand-alone Windows Server 2003, Windows 2000 Professional or Windows XP Professional PC, or it can coreside with the Contact Center Manager Server. In a network, the Contact Center Server Utility can coreside with the Network Control Center Server. 16
Contact Center Manager
January 2008
Getting started
Default ACD Queue Management A contact center administrator can assign a default ACD Queue to an agent using the Contact Center Manager Administrator. This default ACD Queue is delivered to the switch during the agent logon process. The contact center administrator now controls moving agents of similar skillsets to the same ACD Queue so that during the default behavior of the switch, agents of similar skillsets receive relevant calls. This feature is supported only on the Meridian 1 PBX/Communication Server switch platform. Increase in configured agents The maximum number of configured agents increased from 6000 to 10,000 per application or node. Increase in call variables The maximum number of available call variables increased from 20 to 50. Increase in skillsets per agent The maximum number of skillsets assigned to an agent increased from 50 to 100. Reporting Several reporting improvements are outlined:
Virtual network skillset calls offered and calls abandoned statistics are added to the Skillset view. These statistics provide a consistent view of activity across a virtual skillset.
New application historical statistics include TalkTime, PostCallProcessingTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime.
New skillset historical statistics include PostCallProcessingTime, TalkTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime.
Application call answer delay and call abandoned delay pegging is more accurate: statistics are calculated from the time the call enters the primary application rather than from the Master script.
New AgentByApplication and AgentBySkillset statistics include CallsOffered, RingTime, CallsReturnToQ, CallsTransferred, CallsReturnToQDueTimeout, CallsConferenced, DNOutIntTalkTime, and DNOutExtTalkTime.
Planning and Engineering Guide
17
Getting started
Standard 11.12
Additional network consolidated views are available for the Network Contact Center, similar to the network consolidated Skillset view. The new views are Application, Agent Performance, AgentByApplication, and AgentBySkillset.
Some of the statistics in existing historical reports have a new interpretation due to the effect of multimedia pegging. For example, CallsAnswered statistics are updated to include multimedia contacts and are reinterpreted as Contacts Accepted. Similarly, TalkTime statistics are reinterpreted as Processing Time. For details about the statistics affected and their new definitions, see the Contact Center Historical Reporting and Data Dictionary. Note: The labels of these statistics as they appear in the reports and the reporting open interface database views are not changed for Release 6.0.
Configuration improvements General configuration improvements to the Contact Center Manager Administration Web-based application include:
18
show an agent’s personal dialed number (DN) in the title bar of the agent map
configure the option to exclude logged off agents from the agent map
resize the agent map (upwards)
create threshold alerts (flashing text on the agent map) when a threshold is exceeded
view threshold timers from billboard properties
place data element names on the y-axis of horizontal bar charts
show a linked display from the agent map
share graphical displays
configure collections with additional flexibility
add % Service Level formulas to graphical displays
change the default background color on billboards
add or delete agents in groups
change skillset assignments for a group of agents all at once
allow users with no assigned partition to create real-time display filters
Contact Center Manager
January 2008
Getting started
identify agents logged on within the Contact Center Management component
apply supervisor changes to multiple agents at once
make skillset assignment changes to agents from skillset tabular real-time displays
make changes to an agent from agent tabular real-time displays
simplify report writing package for customized reports
perform Default Queue Management
use features from the Classic Client application
Scripting improvements The requirement for Terminal Services is replaced by the script manager as a fully integrated Web-based solution. In addition to providing the functionality previously available, the Web-based scripting manager also provides the ability to:
search for unused script variables
search and replace within a script
highlight the line in the script with an error
rename inactive scripts
GIVE IVR Contact Center Manager supports GIVE IVR script command with Communication Server 2x00. GIVE IVR with VXML is supported for Communication Server 1000/MCS 5100. Simplified installation for Contact Center Multimedia Database software is automated and, where possible, third-party software is silently installed, greatly reducing installation time. In addition, Release 6.0 incorporates individual components into one installation package and provides a common look and feel using industry-standard dialog boxes.
Planning and Engineering Guide
19
Getting started
Standard 11.12
Unified reporting and administration For Release 6.0, administrators run multimedia reports using the Report Creation Wizard, and view real-time display information about multimedia contacts on the Contact Center Manager Administration real-time displays. Administrators also configure user and skillset information and supervisor logon functionality in Contact Center Manager Administration. The real-time reporting component from Symposium Web Center Portal Release 4.0 is removed. Improved agent interaction All agent interaction with the server occurs through firewall-friendly Secure Web Services from the Multimedia Server, with the option to configure the system to transmit all data between the client and the sever in encrypted form using SSL. Increase in number of contacts handled The Contact Center Multimedia server handles up to 2500 contacts per hour. This maximum applies to all multimedia contact types. Storage capacity The Contact Center Multimedia database supports 12 months of storage based on an average contact size of 2 million contacts.
Other changes See the following sections for information about changes that are not featurerelated.
20
“Update to Differences between telephone switches table” on page 21
“Update to server and operating system requirements for Contact Center Manager Server” on page 21
“Update to Engineering a Replication Server chapter” on page 21
“Updated LinkPlexer chapters” on page 21
“Update to Give Controlled Broadcast requirements” on page 22
“Hyperthreading support” on page 22
Contact Center Manager
January 2008
Getting started
Update to Differences between telephone switches table The Differences between telephone switches table is updated to include information on the completion of transfer while far end is ringing (including blind transfers). This changes applies to Appendix C. Update to server and operating system requirements for Contact Center Manager Server In disk partition information for Contact Center Manager Server and co-resident systems, a new note was added to the disk partition information. It is possible to locate the C drive, D drive, and database partitions on the same hard disk. In hardware requirements for Contact Center Manager Server and co-resident systems, the floppy disk is now listed as optional. Update to Engineering a Replication Server chapter Description of Automatic switchover is changed to indicate that Nortel recommends you use the manual switchover option for a Campus Redundancy configuration. Updated LinkPlexer chapters The LinKplexer information in “LinkPlexer general information” on page 181 and “LinkPlexer 6.0” on page 317 is updated to match information in the Nortel LinkPlexer Installation and Configuration Guide. Updates include:
co-residency information
supported configurations for X.25
supported modems for X.25
TCP/IP requirements
X.25 requirements
ICM (IP) and X.25 capacity engineering specifications
Planning and Engineering Guide
21
Getting started
Standard 11.12
Update to Give Controlled Broadcast requirements On a CS 1000E switch, Give Controlled Broadcast requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide. This change applies to Chapter 2, “Contact center architecture”. Hyperthreading support Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. This applies to all Contact Center 6.0 servers.
22
Contact Center Manager
January 2008
Getting started
Overview Nortel presents Contact Center Manager. This product provides a contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Some advantages of Contact Center Manager are:
complete call control and reporting
application flexibility
state-of-the art user interface
industry standard client-server architecture
open interfaces: database, real-time statistics, host routing, and Meridian Link Services (MLS)
comprehensive networking through public and private networks
leveraged PBX switching reliability and client-server processing power
Planning and Engineering Guide
23
Getting started
Standard 11.12
About this guide The Contact Center Manager Planning and Engineering Guide describes how to determine the engineering requirements of the Contact Center Manager products, including:
Contact Center Manager Server
Network Control Center
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
co-resident configurations
SIP-enabled contact center
LinkPlexer
Replication Server
The content of this guide is identical to Server and Operating Systems Requirements part in the Contact Center - Manager Planning and Engineering Guide. This separate guide is created for easy reference when determining contact center requirements. For information about using or administering other tools and features of Contact Center Manager, see the appropriate document. To find out which document you need, see “Related documents” on page 28.
Who should read this guide This guide is intended for the following readers:
24
system designers who are responsible for planning and provisioning Contact Center Manager products
technical support staff
administrators who are responsible for day-to-day management of Contact Center Manager products and network engineering staff
Contact Center Manager
January 2008
Getting started
How to use this guide This guide covers the procedures for:
planning a contact center
engineering contact center components
This guide includes a detailed table of contents and an index to help you find specific information or procedures related to planning and engineering a contact center. The “Where to start in this guide” section focuses only on the most common tasks. If the task you want to perform is not listed, use the table of contents or index to find the information you need.
Where to start in this guide The following table describes where to start for common procedures. If you want to do this
Start here
Review Contact Center architecture
Chapter 2, “Contact center architecture.”
Install Contact Center
Chapter 4, “Install Contact Center.”
Upgrade to Contact Center Manager
Chapter 6, “Upgrade to Contact Center Manager.”
Find out hardware requirements for Contact Center components
Chapter 8, “Hardware requirements.”
Find out third-party software requirements for Contact Center components
Chapter 8, “Third-party software requirements.”
Engineer SIP-enabled Contact Center Chapter 23, “Engineer SIP.” Engineer the data network
Planning and Engineering Guide
Chapter 25, “Engineer the data network.”
25
Getting started
If you want to do this
Standard 11.12
Start here
Engineer the voice processing system Chapter 26, “Engineer the Communication Server 1000 voice processing system.”
26
Engineer the e-mail server
Chapter 27, “Engineer Contact Center Manager for multimedia.”
Set up remote support
Chapter 29, “Remote support with a VPN.”
Review product limits
Appendix A, “Product limits.”
Contact Center Manager
January 2008
Getting started
Skills you need To successfully engineer a contact center, you must be familiar with:
contact center operations and metrics
Contact Center Manager applications and products
computer, networking, and measuring traffic-engineering performance
telephony concepts and switching platforms for the enterprise
database concepts
Internet and e-mail concepts and protocols
Microsoft Windows and Microsoft Windows networking concepts
your company network configuration
Communication Server 1000/MCS 5100 + Media Application Server switch Note: For SIP-enabled Contact Centers only
You need not be an expert in these areas, but you must be familiarity with these concepts. In addition, you must have experience running and using Windows applications.
Planning and Engineering Guide
27
Getting started
Standard 11.12
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about See
NTP number
Planning and Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
28
297-2183-935
297-2183-212
Contact Center Manager
January 2008
Getting started
For information about See
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Planning and Engineering Guide
29
Getting started
Standard 11.12
For information about See
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
30
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager
January 2008
Getting started
For information about See
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Reporting
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
IPML
IPML 2.1 Guide
LinkPlexer
LinkPlexer 6.0 Installation and Configuration Guide
MLS
MLS Application Equipment Module Installation Guide
Planning and Engineering Guide
297-2183-964
31
Getting started
Standard 11.12
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: 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:
32
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Contact Center Manager
January 2008
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the Web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
Planning and Engineering Guide
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Getting started
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Contact Center Manager
part 1 Introduction
Planning and Engineering Guide
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Contact Center Manager
Chapter 2
Contact center architecture In this chapter CapTool
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Contact Center Manager components
40
SIP Contact Center components
51
Contact Center Multimedia components
58
Communication Control Toolkit components
63
Data network components
72
Contact center external (software) interfaces
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Planning and Engineering Guide
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Contact center architecture
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CapTool This chapter describes the major components of the Contact Center Manager, Contact Center Multimedia, and Communication Control Toolkit. This includes the data-network architecture and the Contact center external (software) interfaces architecture. You must ensure that the platform on which you plan to install Communication Control Toolkit satisfies the capacity requirements of your contact center. To help you do so, Nortel Networks provides the Capacity Assessment Tool (CapTool). The Capacity Assessment Tool (CapTool) is a simple calculator-type Microsoft Windows application that you can use to determine the hardware and bandwidth requirements for a given contact center specification of the following components:
Contact Center Manager Server
Network Control Center
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
License Manager
Citrix Server
co-resident configurations
CapTool helps you to plan for a new Contact Center Manager system, or to determine how proposed changes affect an existing system. After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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Contact Center Manager
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Contact center architecture
The quality of the results obtained from the tool is directly proportional to the quality of the input received from the user. To use CapTool effectively, you must ensure that the input is as accurate as possible.The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/ pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
Planning and Engineering Guide
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Contact center architecture
Standard 11.12
Contact Center Manager components Contact Center Manager consists of a number of core components, as shown in the following illustration. This guide focuses primarily on Contact Center Manager Server and Contact Center Manager Administration, but, where appropriate, it provides references to other documentation. The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a nodal environment. For the differences between this and the contact center for a Communication Server 2x00/DMS telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92.
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Contact Center Manager
Planning and Engineering Guide
CS 1000/Meridian 1 PBX
CCMS
Nortel server subnet (Managed EtherNet Switched - e.g., BPS 2000, Baystack 450, etc.)
CallPilot CallPilot Web Server OTM
ELAN subnet CCMA CCMM
Modem
Contivity 1100
CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
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Contact center architecture
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The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a multinode environment. For the differences between this and the contact center for a Communication Server 2x00/DMS telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92. Contact Center Manager Server can coreside with either Contact Center Manager Administration or both Contact Center Manager Administration and the Communication Control Toolkit. For more information about co-residency see, Chapter 3, “Co-resident applications.”
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Contact Center Manager
LinkPlexer
X.25 (optional)
CCMS
Nortel server subnet
CS 2x00 (EIU/ Compact Call Agent)
ELAN subnet IVR
VPN Router 1100
CCMA
Modem
CCT
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel server subnet
ELAN subnet CallPilot
Nortel server subnet
ELAN subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC VGMC
HDX Application Server
VGMC
Media Gateway VGMC VGMC
Planning and Engineering Guide VGMC
Modem
VPN Router 1100 Modem
CCMS CCMA CCMM CCT
VPN Router 1100
CCMS CCMA CCMM CCT
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Contact center architecture
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The following illustration shows a contact center based on a Communication Server 2x00/DMS telephone switch in a nodal environment. For the differences between this and the contact center for a Communication Server 1000/Meridian 1 PBX telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92.
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Contact Center Manager
LinkPlexer X.25 (optional)
Planning and Engineering Guide CCMS
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CS 2x00 (EIU/Compact Call Agent)
ELAN subnet CCMA CCT
Modem
VPN Router 1100
IVR
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
Third-party Application Server
Firewall
Enterprise LAN / WAN
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Contact center architecture
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The following illustration shows a mixed switch network environment. Here the main node is a Communication Server 2x00/DMS telephone switch environment. The upper right node is a Communication Server 1000/Meridian 1 PBX telephone switch environment. The lower right node is a Communication Server 2x00/DMS telephone switch environment. For the differences between this and the contact center for a Communication Server 1000/Meridian 1 PBX telephone switch, see “Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture,” on page 92. Note that only one Network Control Center server is needed for the entire environment. For more information about co-residency see, Chapter 3, “Coresident applications.”
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Contact Center Manager
LinkPlexer
X.25 (optional)
CS 2x00 (EIU/ Compact Call Agent)
Planning and Engineering Guide NCC
CCMS
Nortel server subnet
ELAN subnet CCMA
VPN Router 1100
IVR
CCT
Modem
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
VGMC
LinkPlexer
X.25 (optional)
VPN Router 1100 Modem
CCMS CCMA CCT
VPN Router 1100 Modem
IVR CCMS CCMA CCT
Nortel server subnet
CS 2x00 (EIU/ Compact Call Agent)
ELAN subnet
Nortel server subnet
ELAN subnet CallPilot Signaling Server CS 1000
Enterprise LAN / WAN
VGMC
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
HDX Application Server
VGMC
Media Gateway
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Contact center architecture
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Telephony components The telephony component consists of the following elements:
IP phone—A telephone designed specifically for use in a Voice over IP (VoIP) system by converting standard telephone audio into a digital format that can be transmitted over the Internet, and by converting incoming digital phone signals from the Internet to standard telephone audio
Telephone—A device which converts acoustical energy (sound) into electrical energy for transmission to a distant point.
Telephone switch—An electronic device which opens or closes circuits, changes operating parameters or selects paths either on a space or time division basis. The switch directs the flow of electrical or optical signals from one side to the other. Switches with more than two ports, such as a LAN switch or PBX, can route traffic.
Hybrid solutions can be deployed for IP telephony configurations.
Contact center server components The server components consist of the following elements:
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Contact Center Manager Server (CCMS)—The core contact center component, which provides intelligent call routing capability. This component operates under Windows Server 2003 (Standard Edition or Enterprise Edition). Windows Server 2003 runs the Contact Center Manager Server application software.You can use Contact Center Manager Server to identify each agent’s unique abilities, or skillsets. All calls arriving at the telephone switch are routed to the agent with the appropriate skillset. Rules for treating and routing calls can be simple or complex.
Contact Center Manager Administration (CCMA)—A component that provides browser-based access to the contact center for administrators and supervisors. This component operates under Windows Server 2003 (Standard Edition or Enterprise Edition) and runs the Contact Center Manager Administration software.
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Network Control Center (NCC) server (optional)—The server in a Contact Center Manager network that manages the Network Skill-Based Routing (NSBR) configuration and communication between servers. This component is required when multiple servers in Contact Center Manager Server sites are networked and operating as a single distributed contact center. It runs the Network Control Center software application, which is a feature of the Contact Center Manager Server application software.
Replication Server and Contact Center Standby Server (optional)—A component in the Contact Center Manager system that provides additional redundancy. The Replication server backs up the database on the active server to the Contact Center Standby server, in real time. If the active server fails, the Contact Center Standby server can be speedily deployed. Note: Replication Server is not supported with a co-resident server.
Contact Center Multimedia (CCMM) (optional)—A client/server contact center application that expands contact center e-mail capabilities to view, respond to, and track requests over the Internet. Unlike a conventional e-mail system, which directs e-mail contacts to a single e-mail account, Contact Center Manager Server directs contacts to a skillset, or group of qualified agents. The contact is handled by the first available agent in the skillset. If more than one agent is available, the contact is routed to the agent with the highest priority for the skillset. Contact routing lets a contact center measure and control the volume of traffic from the Internet. Supervisors and administrators can view real-time displays of contact center activities, as well as run historical reports. The client component presents the agent with a browser-based graphical user interface. Agents can use it to respond to customers’ requests over the telephone, by e-mail, or over the Internet.
Communication Control Toolkit (CCT) (optional)—A client/server application that helps you implement Computer Telephony Integration for installed and browser-based client integrations. This application delivers a single cross-portfolio multiple channel API that facilitates the integration of contact center, knowledge worker, and self-service solutions with your client applications.
Planning and Engineering Guide
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Host Data Exchange (HDX) application server (optional)—A host computer running a third-party provider application that receives data (such as a credit card number) from Contact Center Manager Server and returns data (such as an account balance) to Contact Center Manager Server. Contact Center Manager Server supports up to 10 HDX applications. Contact Center Manager Server installer includes a provider application as part of the installation. Contact Center Manager Server Utility includes a provider application as part of the installation.
Contact center client components
Contact Center Manager Client—Client PCs used to administer the server and to monitor contact center performance using a browser-based interface. The number of these computers is usually proportional to the total number of agents in the contact center.
Voice services components
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CallPilot/Meridian Mail—Voice mail systems that can be used to provide front-end IVR or voice services to Contact Center Manager. If they are used for voice services—either Give IVR or ACCESS (Open/Close Voice Session, Give Controlled Broadcast, or Collect Digits)—the voice ports on these voice services platforms must be dedicated. (Contact Center Manager Server has direct access to them). CallPilot is an optional component and can only be used in conjunction with Communication Server 1000/Meridian 1 PBX switches. On a CS 1000E switch, this feature requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide. Communication Server 2x00/DMS does not support voice services or Meridian Mail.
Interactive Voice Response (IVR)—An application used by telephone calls to interact with a host computer using prerecorded messages and prompts. You can use Nortel IVR or third-party IVR systems to provide front-end IVR to calls before they are handed to Contact Center Manager Server.
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SIP Contact Center components The following diagrams shows the relationship between the SIP Contact Center components.
The components in the previous diagram are as follows:
Contact Center Manager Server—SIP-enabled Contact Center Manager provides the existing range of features such as workflow scripting, agent and skillset management, agent selection, real time and historical reporting in a pure SIP environment.
Communication Control Toolkit—Provides the application integration interface and Development Toolkit to support integration, control and optionally creation of the Contact Center Agents desktop user interface. Mandatory in SIP enabled Contact Center to support application specifics such as Agent Login/Logout, Ready/Not Ready, Activity Code Entry, and so on.
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Contact center architecture
Standard 11.12
The Communication Control Toolkit APIs can be leveraged to integrate these Contact Center agent functions to third-party CRM or customer defined agent user interface solutions.
52
License Manager (LM)—Nortel uses a License Manager for the centralized licensing and control of all Contact Center Suite components and features across the Contact Center suite.
Multimedia Communications Server 5100 for Enterprise (MCS 5100)—The MCS 5100 SIP Proxy is the application adjunct for Communication Server 1000 and provides the multimedia applications overlay for Communication Server 1000 Converged Desktop users. Application adjunct for Converged Desktop supporting Video, IM and Presence. MCS 5100 communicates through SIP with Contact Center Manager Server, with the Communication Server 1000 Signaling Server component and with the PC Client. MCS 5100 acts as the SIP proxy for all SIP messaging between Contact Center Manager Server and Communication Server 1000 and the PCC (with the exception of MAS call control messages which go direct from Contact Center Manager Server to MAS).
Nortel Media Application Server (MAS)—The Media Server acts as the termination and origination point for RTP streams between the customer, media treatments, and eventually the agent. For more information about the MAS, refer to the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0.
CS 1000 is made up of the Call Server and Signaling Server Communication Server 1000 Call Server (Communication Server 1000 CS)—Communication Server 1000 is the call server which supports the agent desktop sets, which provide the voice support aspects of Converged Desktop. The Desktop Set is NOT an ACD set. Communication Server 1000 Signaling Server (Communication Server 1000 SS) Communication Server 1000 Network Routing Service (Communication Server 1000 NRS)
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Contact center architecture
Agent desktop solution Contact Center Agent Desktop (CCAD)—Nortel provided CCT-compliant Contact Center Agent Desktop. An non-configurable smart client solution, it enables SIP Contact Center agents to perform Contact Center specific functions (Application Specifics such as Agent Login/Logout, Ready/Not Ready, Activity Code Entry, and so on). Supported IP phone, such as I2004
Nortel Converged Desktop SIP CTI Controllable solution—The agent desktop uses the Converged Desktop for Communication Server 1000/MCS Hosted SIP Contact Center. SIP converged desktop services for CS1000 allows for feature convergence of MCS 5100 and Communication Server 1000. The MCS 5100 acts as an application adjunct and application overlay to the Communication Server 1000 call server. This allows users and agents to have access to both the multimedia features on MCS (Video, IM, Web push, Presence, and so on) and the business grade telephony features on Communication Server 1000. The combination of the Converged Desktop Set and the Converged Desktop PC Client constitute the Nortel Converged Desktop Solution.
The following diagram shows a SIP-based Contact Center environment. For more information about SIP-based Contact Centers, refer to “Engineer SIP” on page 457.
Planning and Engineering Guide
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Media Gateway VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
54
VGMC
Gateways
CCMS
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
CCMA CCT
Modem
VPN Router 1100
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Contact center architecture Standard 11.12
Contact Center Manager
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Contact center architecture
Difference between SIP architecture and standard Contact Center architecture There are several differences between SIP architecture and standard Nortel Contact Center architecture:
In SIP architecture, the Contact Center interfaces with a SIP switch using an open standard SIP protocol, rather than a Nortel proprietary protocol such as AML for the Communication Server 1000.
In SIP architecture, agent phonesets are not connected directly to the external switch as they are in Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS. This results in the different CTI requirements for configuring agents' Converged Desktop.
SIP-enabled Contact Center directly controls a farm of new Media Application Servers (MAS) to provide media services, whereas Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS switches provide these services independently.
SIP architecture does not use CallPilot.
SIP-only interface This product solution uses a SIP-only interface between Contact Center Manager Server and the SIP Call Server. The SIP infrastructure should be unaware of the nature of the Contact Center application it is inter-operating with; therefore, no ACD functionality is required. A SIP-only interface Contact Center contains the following elements:
Customer interface points—Telephone customers, multimedia enabled internal help desks (for example, MCS 5100 PC client or Converged Desktop), 3G Video enabled wireless handsets, and SIP-supporting multimedia applications.
SIP signaling (Internet to Intranet interface points) or SIP to Gateway Protocol converters (including SIP to PSTN Trunking, 3G Gateways, SIP to H.323 Gateways, and so on)
SIP Communication Control Toolkit—For a completely integrated desktop solution, the core SIP infrastructure must support the SIP CTI (ECMA) Converged Desktop signalling standard over SIP.
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Contact center architecture
Standard 11.12
SIP server—The Contact Center application is SIP-enabled.
Media Application Server (MAS) farm Servers are generally configured as an array of static IP addresses on the Contact Center. As such, the farm is hidden from the SIP infrastructure. Specific services are offered, including Conversation Space, RAN, music, integrated IVR, and so on. The Media Servers terminate SIP signalling from the Contact Center. They originate and terminate RTP signalling (for voice, video, and so on) to the customer and the agent. Media Services can be invoked on non-statically configured Media Servers where the SIP session is offered to the SIP proxy to locate and deliver the SIP session to the appropriate MAS.
Communication Control Toolkit—Supports the transport requirements for the Contact Center Agent Desktop Toolbar.
Agent media termination device—For the Communication Server 1000/ MCS 5100 integration this is the Converged Desktop solution supporting Media Termination for voice, video, instant messaging, and presence.
Contact Center Agent Desktop toolbar—Provides the Contact Center application functions such as Contact Center login and logout, Ready/Not Ready, Supervisor Observe, Screen Pop functions, and so on.
Call server configuration support Due to the requirement to support SIP CTI level desktop set control, the chosen Agent Desktop solution is Communication Server 1000/MCS 5100 Converged Desktop. This requires an infrastructure that includes:
Communication Server 1000 Release 4.5 Call Server
Communication Server 1000 Release 4.x Signalling Server
MCS 5100 3.5
The Communication Server 1000/MCS 5100 combination acts as a SIP protocol gateway transferring or redirecting calls to the SIP Contact Center. Customers dialing in may utilize converged desktop on the assumption that this is normalized by the MCS 5100 application server and is transparent from a call presentation perspective into the Contact Center. 56
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Data network architecture considerations With this architecture, there is no physical separation of subnets as Contact Center Manager Server acts as a SIP endpoint. Use a single-NIC card with mandatory selection of a single Nortel server subnet when installing Contact Center Manager Server for SIP connectivity.
SIP Contact Center usage of the Nortel server subnet The SIP Contact Center solution leverages the Nortel server subnet to enable:
SIP Signalling Communications between SIP Contact Center and MCS 5100
SIP Signalling Communications between SIP Contact Center and Communication Server 1000 Signalling Server
SIP Signalling Communications between SIP Contact Center and one or more Media Application Servers (MAS) running SIP Contact Center application services
RTP streams to and from the Media Application Server and Customer Gateway (Communication Server 1000, MCS 5100 PC Client, 3G Gateway, PRI Gateway, and so on). Therefore, standard VoIP engineering is required for voice and video streaming.
Other miscellaneous communications (Contact Center Manager Server to Communication Control Toolkit, Contact Center Manager Server to Contact Center Agent Desktop, and so on.)
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Contact center architecture
Standard 11.12
Contact Center Multimedia components Contact Center Multimedia is part of the Contact Center Manager suite of applications. Contact Center Multimedia provides Outbound, e-mail, and Web communications features for the contact center. The following diagram provides an overview of Contact Center Multimedia with Contact Center Manager Server.
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Components Contact Center Multimedia consists of the following components:
Contact Center Multimedia database—This component is installed on the Contact Center Multimedia server and is an InterSystems Caché database that stores all contact center activity. All incoming e-mail, Web requests, and associated responses are stored in a structured format within the database. Information about Outbound campaigns are also stored in this database.
E-mail Manager—This component is installed on the Contact Center Multimedia server. The E-mail Manager connects to the e-mail server at regular intervals. During each connection, all configured mailboxes are accessed. E-mail from the customer is read from the e-mail server, processed, and stored in the database. Outgoing e-mail, generated from the e-mail responses stored in the database, is sent to the e-mail server.
Outbound Campaign Management Tool—This component is installed on the Contact Center Multimedia server and is accessed using the Contact Center Manager Administration application. The Outbound Campaign Management Tool is used to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey, or a sales promotion. Use the Outbound Campaign Management Tool to: define campaign parameters import and review call data create agent call scripts monitor campaign results export campaign data The Contact Center Manager Administration report tool provides information about agent and skillset states in real-time displays and historical reports.
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Contact center architecture
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Standard 11.12
Web communications—The Web communications component includes a set of Web Services on the Contact Center Multimedia server for communication between the agent and the customer. A set of sample Web pages are installed on the Contact Center Web site showing how Web Services are used to implement Web pages to provide Web Chat (click to chat) and Scheduled Callback (click to talk) features.
Contact Center Agent Desktop interface—This component is installed on the Contact Center Multimedia server. Agents use Internet Explorer to connect to the Contact Center Multimedia server to retrieve the Agent Desktop interface. The Communication Control Toolkit pushes e-mail, Web requests, outbound contacts and voice calls to the Agent Desktop interface. The Agent Desktop interface uses Web services to retrieve e-mail, Web requests, outbound campaign information, and customer details and history from the Contact Center Multimedia database. Web services are also used to send e-mail replies and save outbound call details in the Contact Center Multimedia database. E-mail contacts are presented to agents through the Contact Center Agent Desktop interface, where agents can: verify customer information access historical e-mail to and from the customer create responses to customer inquiries provide a closed reason (if configured) When an outbound campaign is running, contacts are presented to agents through the Contact Center Agent Desktop interface, where the agents can: preview contact information review call scripts (if configured) save scripts select a disposition code
Contact Center Multimedia Administrator—This component is installed on the Contact Center Multimedia server. The Contact Center Multimedia Administrator provides administrative and management capabilities.
Migration Utility—This utility migrates existing data from Symposium Web Center Portal Release 4.0 in the Sybase database to the new Contact Center Multimedia database in Caché.
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Processing multimedia contacts Contact Center Multimedia receives multimedia contacts through two external interface points: the e-mail server and the External Web server. E-mail server contacts E-mail server contacts are retrieved from a POP3 capable e-mail server using the Inbound Message Handler (IMH). The IMH runs at regular intervals. You can configure the settings for the IMH (such as the time between intervals and the number of e-mail retrieved from each mailbox during each run) through the Contact Center Multimedia Administrator. The IMH logs on to the mailboxes on the e-mail server as listed in the E-mail Manager. It parses e-mail in the mailboxes and stores them in the Contact Center Multimedia database. Any attachments associated with the e-mail are stored in the Inbound attachment folder, as specified in the Contact Center Multimedia Administrator. After an e-mail is successfully stored in the Contact Center Multimedia database, it is deleted from the e-mail server. The IMH passes a received e-mail to the Contact Center Multimedia rules engine, which executes rules relevant to the e-mail (based on the To address, and so on) and invokes the Outbound Message Handler (OMH) to send any necessary auto-responses. After the IMH process is complete, the OMH logs on to the e-mail server and sends any automated outbound e-mail (auto-responses) through the SMTP protocol. External Web server transactions Contact Center Multimedia receives contacts from the External Web server through the Contact Center Multimedia Web services. The Web services provide a Java API. This enables contacts to be written into the Contact Center Multimedia database, retrieved from the database, and have their status queried. Contacts received through the Web services are not passed through the Rules Engine. The External Web server determines the skillset and priority assigned to the contact.
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A set of sample pages is distributed with Contact Center Multimedia to provide Java Server Pages (JSP) script examples of how a Web server can access the Web services. You must create your own Web pages, with their own look, feel, and business logic.
Integration with Contact Center Manager Server The Contact Center Multimedia system is integrated directly with Contact Center Manager Server through the OA&M interface and through Open Queue. The OA&M interface enables Contact Center Multimedia to access the information in Contact Center Manager Server about configured agents, supervisors, skillsets, and the mapping of these users to skillsets. Open Queue is supported only with Contact Center Manager 6.0.
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Communication Control Toolkit components The Communication Control Toolkit simplifies integration. The transport components provide firewall friendliness, Network Address Translation (NAT), and Citrix support. The server components enable open telephone switch connectivity. Communication Control Toolkit also leverages existing components of Telephony Application Program Interface (TAPI) and Integration Package for Meridian Link (IPML). The Communication Control Toolkit consists of Nortel-developed software and third-party components, as described in the following sections. ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Client application Client applications are third-party components and can include the following:
software phones
agent telephony toolbars with screen pop-ups
intelligent call management applications
The Communication Control Toolkit API provides three levels of API that you can use to develop a range of client applications. An easy-to-use graphical API delivers Windows Form Controls (Win Forms), which you can import into a project for rapid development of form-based toolbars. The Win Forms provide graphical API abstractions that enable rapid development of Communication Control Toolkit-enabled applications. The Communication Control Toolkit API also provides abstraction layers to COM client interfaces.
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Transport A secure transport layer, based on a single, reconfigurable port on the server (default 29373), provides user authentication, digital signing (to prevent the insertion of data), and encryption (to protect data transported across the network). The Communication Control Toolkit client initiates communication with the server through a socket. The server responds and continues to communicate with the client through the same socket. This gives flexibility to solutions requiring support for:
Terminal Services support
firewall friendliness
Network Address Translation (NAT)
If you are using a firewall, you must ensure that this port is not blocked.
Communication Control Toolkit server The component responsible for managing client sessions consists of the following subcomponents:
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Contact Management Framework—An infrastructure component that manages the states of contacts, agents, terminals, and addresses.
TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI API calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector sits between the Nortel Networks TAPI Service Provider and the Contact Management Framework.
TAPI Service Provider—A Microsoft TAPI client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform initialized by TAPI.
IPML Connector—An application that allows you to deploy Communication Control Toolkit in an IVR-only solution (where TAPI is not used). The Contact Management Framework uses the IPML Service provider to access the underlying telephone switch interface (TLS).
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IPML Service Provider—An IPML client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by IPML. The IPML service provider operates as a service provider between the Contact Management Framework and the Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice resources. The API is published as Microsoft .NET types and distributed as a Windows assembly, which is referenced by application developers.
Third-party applications Third-party components include the following:
Microsoft .NET Framework (client and server)
Microsoft SQL Server 2000 Desktop Engine (MSDE 2000)
GigaSpaces Platform Infrastructure (server only)
Telephone switch interfaces Communication Control Toolkit supports a number of telephone switch interfaces that provide connectivity to different telephone switch types. The Communication Control Toolkitand IPML Service Provider supports the Meridian Link Services (MLS) interface. This is a two-way communications facility that provides the interface between external computer applications and the telephone switch to achieve computer-telephony integration (CTI). Meridian Link Services is a protocol exported as part of Communication Control Toolkit. An example of an MLS application is an inbound telemarketing contact center, where MLS provides the Calling Line ID (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call to a third-party application. The application can use this information to retrieve data—both customer and product information—from a database, and present it to the agent’s PC before the call is even answered. In addition, the Communication Control Toolkit Service Provider supports the Application Module Link (AML) interface. This is the original interface created for communicating with the telephone switch, facilitating the functional integration of computer systems and telecommunication systems.
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Communication Control Toolkit also supports connection to an Avaya switch. Refer to the IPML 2.1 Guide for further information. Communication Control Toolkit now supports Intelligent Call Manager (ICM) on Communication Server 2x00.
.NET framework Communication Control Toolkit provides a library of .NET types to be used in developing applications. The Microsoft .NET Framework is a managed execution environment that runs on the Windows platform. This environment provides memory management, strong-type safety, version management, and high performance. The .NET framework is made up of two components:
Common Language Runtime (CLR), which provides: the execution environment memory management
.NET Framework class library, which includes: a set of .NET types (classes) that provide access to the underlying operating system functions (including networking, security database access, and so on) additional .NET types that provide applications with communications monitoring and control functionality You can use this framework of classes to develop applications that run on the Windows .NET platform. For these applications to run, you must install the .NET Framework on the host operating system.
Distribution The Communication Control Toolkit API is distributed as a .NET assembly. Assemblies are self-describing—they contain all the information for the type they contain. Therefore, you need to distribute only the assembly. You do not need to provide a separate file (for example, header file, type library, or IDL file) for type information.
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Version management The .NET framework supports versioning and side-by-side execution of different versions of an assembly. Therefore, if a second version of an assembly is released, both versions of the assembly can run in parallel. Version management enables multiple generations of the Communication Control Toolkit client applications to execute simultaneously on a client. Supported programming languages As .NET types, the Communication Control Toolkit API is accessible from any .NET programming language (there are currently over 20 programming language compilers for the .NET Framework, including the Microsoft compilers for C#, C++, Visual Basic, and J#).
Communication Control Toolkit API application types Communication Control Toolkit provides three types of API:
Full API
Lite API
Graphical API
These APIs can be used to develop applications that run on the .NET platform. The following table shows the types of applications that can be created with each type of API.
Application type
Full API
Lite API
Graphical API
Windows UI applications
✔
✔
✔
Console (text-based) applications
✔
✔
Windows Service applications
✔
✔
Web applications
✔
✔
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Full API The Full API is an object-oriented API that provides a powerful, object-oriented programming interface to developers. Full API is used by developers with Communication Control Toolkit knowledge who want to develop complex applications. The API exposes as many features of the underlying communications platforms as possible. Primary objects The Full API enables control of the following types of objects:
Session—A representation of a user’s active session with Communication Control Toolkit. A session is the main entry point and provides access, directly or indirectly, to all other objects. The session provides users with a view of the subset of communications devices and functionality that they have permission to access.
Contact—The abstraction of a communication (for example, a phone call). A contact can have one or more connections.
Terminal—A physical (or logical) endpoint, such as a telephone. A terminal can be associated with one or more addresses.
Address—The representation of an addressable endpoint, such as a DN, position ID, or CDN. An address may be associated with one or more terminals.
Connection—A relationship between an address and a contact (for example, a leg of a phone call).
Terminal connection—A relationship between a terminal and a connection (for example, a representation that a leg of a phone call is connected to a particular telephone).
Agent—A user who is logged on to one or more contact distribution queues for receiving queued or routed contacts.
Lite API The Lite API provides a programming interface that hides the complexity of the underlying communications platforms, thus enabling rapid application development of simpler Communication Control Toolkit applications. It is particularly useful to application developers who focus on the business application and who require only basic functionality.
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The Lite API provides a subset of the capabilities of the Full API and requires less Communication Control Toolkit knowledge and code development to create basic Communication Control Toolkit applications. Graphical API The Graphical API abstracts the Full API to a basic button-level of complexity for developers who do not use the Full or Lite API and who require a graphical user interface-based business application. With the Graphical API, developers can create applications by dragging and dropping icons using Visual Studio .NET 2003. The Graphical API includes a set of Windows Form controls. Supported functions The Graphical API supports the following functions:
Answer an existing contact
Call supervisor
Conference in a supervisor under emergency circumstances
Create a new contact
Drop an existing contact
Generate DTMF tones on an existing contact (not supported on Communication Server 2X00/DMS)
Hold and take off hold an existing contact
Initiate and complete a conference
Initiate and complete a consult transfer
Login and logout an agent
Perform a blind transfer on an existing contact
Place an agent into a ready and not ready state with a reason code
Place an agent into a ready and not ready state
Place the phone into a busy state and a ready state
Set activity codes
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Set contact data
ATTENTION
For supported functions on the Communication Server 1000/ Meridian 1 or Communication Server 2X00/DMS platform, see Chapter 28, “Communication Control Toolkit supported functions and events.”
Windows Forms Controls As developers design and modify the user interface for their solutions, they add, align, and position controls. Controls are objects within form objects. Each type of control has its own set of properties, methods, and events that make it suitable for a particular purpose. Windows Forms controls are reusable components that encapsulate user interface functionality and are used in client-side Windows applications. Windows Forms controls include buttons, text boxes, check boxes, and so on. Communication Control Toolkit custom Windows Form Controls are all based on an existing Windows Form Control—the basic Button (System.Windows.Forms.Button). Communication Control Toolkit contains the following Windows Form Controls:
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Custom control
Description
SessionStatesCtrl
Session state and event computer control
SessionLoginCtrl
Session login and logout control
SessionReadyCtrl
Session Ready and Not Ready control
ContactMakeCtrl
Make Contact control
ContactAcceptCtrl
Accept Contact control
ContactReleaseCtrl
Release Contact control
ContactHoldCtrl
Put Contact on hold, take Contact off hold
ContactTransferCtrl
Consultative Transfer of Contact control Contact Center Manager
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Custom control
Description
ContactBlindTransCtrl
Blind Transfer of Contact control
ContactConfCtrl
Conference Contact control
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Data network components
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Nortel Server Subnet—Dedicated for inter-server communication. Treat this subnet as mission critical (for example, you must provision for bandwidth and robustness). It must be connected to the ELAN subnet through only one router.
Embedded Local Area Network (ELAN) subnet—A dedicated Ethernet TCP/IP LAN that connects the server in Contact Center Manager Server and the switch. It must be connected to the Nortel server subnet through only one router.
Enterprise IP network (formerly CLAN)—End-users' data-network connected to the Nortel server subnet and the ELAN subnet through a router.
Contact Center Manager Server Single-NIC—New in Contact Center Manager Release 6.0 and going forward, the Contact Center Manager Server is now a Single Network Interface Card (NIC) configuration connected to the Nortel server subnet. A second NIC connected directly to the ELAN subnet is an optional item to accommodate delayed legacy datanetwork design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration. For more information about single-NIC, see “Configure the ELAN subnet (knowledge worker environment)” on page 505.
Router—A router connects two or more subnets. At each site, the Nortel server subnet connects to an ELAN subnet through only one router.
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Contact center external (software) interfaces The key to understanding how the contact center operates is basic understanding of the interfaces used by the various components to interact with each other.
Meridian Link Services (MLS)—A two-way communications facility that provides the interface between external computer applications and the telephone switch, to achieve computer-telephony integration (CTI). Meridian Link Services is a protocol exported as part of Contact Center Manager Server. An example of an MLS application is an inbound telemarketing contact center, where MLS provides the Calling Line Identification (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call to a third-party application. The application can use this information to retrieve data—both customer and product information—from a database, and present it to the agent’s PC before the call is even answered. The Communication Server 2x00/DMS telephone switch provides only a subset of the MLS protocol. Communication Server 1000/Meridian 1 PBX does not support native ICM. For more information, refer to the MLS Application Equipment Module Installation Guide.
Host Data Exchange (HDX)—A rich scripting language or API set provided with Contact Center Manager Server that interacts with the Contact Center Manager scripts. You can develop applications that use HDX to control the treatment of calls. Scripts can send information to, and request information from, a provider application (such as a database) over the Host Data Exchange (HDX) interface. You can use three commands— Send Info, Send Request, and Get Response—in a script to interface with a third-party application to obtain information and influence the script operation. For example, Contact Center Manager Server can send the CLID to the provider application to determine whether the caller is a priority or regular customer. Based on the response from the application, it queues the call appropriately.
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Similarly, Contact Center Manager Server can request caller-entered information from an IVR system for use in call handling or skillset selection, and pass this information to a CTI application to ensure that an appropriate screen of information is presented when the call reaches an agent.
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Open Database Connectivity (ODBC)—A standard database interface that provides open access to the relational database in which Contact Center Manager Server stores its historical data. ODBC is used with Structured Query Language (SQL), a standard language for extracting data from the database. With these two interfaces, customers can use any ODBC-enabled application (such as a report writer) to manipulate the historical data in the database. Therefore, contact center managers can use industry-standard report writers and open database connectivity to merge valuable contact center information with other corporate data for a complete view of their customer relationships.
Real-Time Statistics Multicast (RSM) and Real-Time Data Application Programming Interface (RTD API)—Interfaces that provide real-time information to third-party applications. These applications can display realtime statistics on wallboards and agent computer displays, or write custom formulas. Note: RSM compression is a new option that can now be configured on the Contact Center Manager Server. However, Contact Center Manager Administration does not support RSM compression. If the compression is configured, Contact Center Manager Administration real-time displays will not work. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide.
Symposium Event Interface (SEI)—An interface that provides thirdparty vendors with the information they need to create complementary applications by providing call progress and resource events. Communication is based on a client/server paradigm. The Event Server provided by Contact Center Manager Server acts as the source (or server) of events. Event consumers are the third-party applications (or clients) connected to the Event Server. Communication between client and server is expected to be in local area networks (LANs) using a connection-based (point-to-point) protocol. This interface ensures delivery and guarantees proper sequencing of events. The Event Server maintains one connection per client.
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Application Module Link (AML)—A mission-critical proprietary protocol used by Contact Center Manager Server to communicate directly with the telephone switch. Application Module Link traverses over both the Nortel server subnet and the ELAN subnet (through only one router). Contact Center Manager Server executes scripts and instructs the telephone switch, using AML, to set up the speech paths necessary to connect calls to voice ports, agents, or RAN trunks, and to provide tone treatments (such as ringback and busy) to calls.
ACCESS—An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. When operating as a voice services system, CallPilot is used as a Voice Services component (rather than in Messaging mode, as is usual in a non-contact center environment). Using ACCESS, a Contact Center Manager Server script can specify that certain announcements be played to the call on that channel or obtain data entered by the caller over Dual Tone Multi Frequency (DTMF). ACCESS is not support on Communication Server 2x00/DMS switches or in SIP-enabled Contact Centers. CallPilot is an optional component and can only be used in conjunction with Communication Server 1000/Meridian 1 PBX switches.
TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI API calls, and TAPI events to Communication Control Toolkit events. The TAPI Connector sits between the Nortel Networks TAPI Service Provider and the Contact Management Framework.
IPML Connector—An application that allows you to deploy Communication Control Toolkit in an IVR-only solution (where TAPI is not used). The Contact Management Framework uses the IPML Service provider to access the underlying telephone switch interface (TLS).
IPML Service Provider—An IPML client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by IPML. The IPML service provider operates as a service provider between the Contact Management Framework and the Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice resources. The API is published as Microsoft .NET types and distributed as a Windows assembly referenced by application developers.
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Knowledge worker architecture In a knowledge worker environment, skill-based routing is not required. The telephone switch directs incoming calls to agents. Communication Control Toolkit delivers caller information, such as ANI/DNIS, or CLID. In this environment, Communication Control Toolkit connects directly to the telephone switch over the Nortel server subnet and the ELAN subnet, if not already connected to the Nortel server subnet through a router. It connects to client PCs and application servers over the enterprise IP network. The following diagram shows an overview of the architecture of Communication Control Toolkit in a knowledge worker environment with a Communication Server 1000/ Meridian 1 PBX switch.
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Media Gateway
VGMC
VGMC
Signaling Server
Call Server
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on.)
VGMC
ELAN Subnet
Modem
VPN Router 1100
CCT
Customer LAN Modem
DMZ (Optional)
Firewall (Optional)
PSTN
Routing Switch
DNS
DHCP Server
Remote-Support Remote-Agent
Internet
Third-party Server (HDX or CRM)
TACACS or RADIUS
POP3/SMTP Mail Server
External Web Server
Firewall
Enterprise LAN / WAN
Contact Center agent
Knowledge worker With CCT Toolkit Client application
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Self-service architecture In a self-service environment, callers use an IVR system, such as the MPS 500 or MPS 1000, to answer queries or request services. For example, bank customers use self-service applications to find out their account balance or to transfer funds. Calls are not handled by agents. In this environment, Communication Control Toolkit and the IVR server connect to the telephone switch through Contact Center Manager Server. Communication Control Toolkit connects to the IVR system over the enterprise IP network. The following diagram shows an overview of the architecture of Communication Control Toolkit in a self-service environment with a Communication Server 1000/Meridian 1 PBX switch.
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Media Gateway
VGMC
VGMC
Signaling Server
Call Server
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on.)
VGMC
CCMS
ELAN Subnet
Modem
VPN Router 1100
CCT
Customer LAN Modem
DMZ (Optional)
Firewall (Optional)
PSTN
Routing Switch
DNS
DHCP Server
Remote-Support Remote-Agent
Internet
Third-party Server (HDX or CRM)
TACACS or RADIUS
POP3/SMTP Mail Server
External Web Server
Firewall
Enterprise LAN / WAN
Contact Center agent
Knowledge worker With CCT Toolkit Client application
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Contact Center Manager
Chapter 3
General information In this chapter Product compatibility
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Server start order
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Telephone switches supported by Contact Center Manager
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Co-resident applications
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Product compatibility This section details product compatibility with Contact Center Manager Product release 6.0.
Communication Server 1000 and Meridian 1 PBX Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 and Meridian 1 PBX switching platforms. For more information about the Communication Server 1000 and Meridian 1 PBX switching platforms, refer to Section A: “Engineer the Communication Server 1000/M1 PBX telephone switch,” on page 475.
Meridian Administration Tool (MAT) and Optivity Telephony Manager (OTM) The Classic Client is not supported with Contact Center Manager Server. A new Contact Center Manager Server Utility and new features in Contact Center Manager Administration replace the requirement for Classic Client. MAT/OTM, Contact Center Manager Server Utility, and the Contact Center Manager Administration client can be co-resident.
Communication Server 2x00/DMS/MSL-100 Contact Center Manager supports the carrier family of switches— Communication Server 2x00, DMS, and MSL-100. The switch releases supported are CCM010/SCAI12 to CCM017/SCAI17, inclusive. The software package ICM00001, ICM00010, or ICM00020 MSL09 is required. For more information, refer to Section B: “Engineer the Communication Server 2x00/ DMS telephone switch,” on page 491.
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MCS 5100 portfolio compatibility The following is a list of supported MCS 5100 core components and supported releases. Client component support refers to clients acting as Contact Center Agents or as Contact Center Supervisor Desktops.GRTD Product name
Supported release
MCS 5100 Application Server
3.0, 3.5
MCS 5100 Client (Multimedia)
3.0, 3.5
MCS Media Application Server (MAS)
3.0, 3.5
i2004 (as Agent or Supervisor)
As Client Hosted Media Termination only
MPS 500/1000
Not supported
PAF
Not supported
Communication Server 1000 4.0 Blended/Converged Desktop (Agent Side)
Not supported
Communication Server 1000 4.5 SIP Converged Desktop
Supported and mandatory for SIPenabled Contact Centers.
GRTD 3.05.05 is not supported by Contact Center Manager Server. New features in Contact Center Manager Administration replace the function of GRTD.
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Classic Client Classic Client is no longer supported with Contact Center Manager Server. The Contact Center Manager Administration client is the only client supported with Contact Center Manager. Features in Contact Center Manager Administration 6.0 replace the function of the Symposium Classic Client. The Contact Center Manager Server Utility also provides the Event Browser, Voice Prompt Editor, and similar functions.
Contact Center Manager product portfolio compatibility Refer to following table for a compatibility matrix of products and versions with the Contact Center Manager portfolio.
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* Refers to replicating functionality
SCCS R4.2 SCCS R5 (Active) Standby and Replication Server R5 SCCS/CCMS CCMS R6 (Active) Standby and Replication Server R6 NCC R4.2 NCC R5 NCC R6 License Manager 6.0 Classic Client 4.0 GRTD 3.5 Clients SWC 4.5 CCM Server Utility 6.0 CCMA 6.0 Y N N Y Y N Y Y Y Y Y
N N Y Y N N Y Y Y N N
N N N N N -
N
Y
Y N N Y Y N N N Y Y
N -
-
N N N -
Y
N
N Y N Y N N
N
Y N
N Y N Y Y Y
N
Y Y
Y N N N Y Y
Y
N Y
N N Y N Y
N Y
N N
Standby and Standby and License SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0
SCCS/CCMS
N Y Y N -
Y N
Y Y
N N N N -
Y N
Y Y
N Y Y N N Y* N*
Y N
Y Y
Classic Client GRTD SWC 4.0 3.5 4.5
N Y Y -
N Y
N Y
N Y Y Y N* Y*
Y
N Y
CCM Server CCMA Utility 6.0 6.0
Clients
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Communication Control Toolkit and Contact Center Multimedia compatibility
SCCS 4.2 SCCS/CCMS SCCS 5.0 CCMS 6.0 TAPI 3.0 TAPI/CCT CCT 5.0 CCT 6.0 SWCP 4.0 SWCP/CCMM CCMM 6.0
SCCS 4.2 Y Y N Y N
SCCS/CCMS SCCS 5.0 CCMS 6.0 Y N Y Y N Y Y Y* N Y
TAPI 3.0 Y Y N Y N
TAPI/CCT CCT 5.0 Y Y Y Y N
CCT 6.0 N N Y N Y
SWCP/CCMM SWCP 4.0 CCMM 6.0 Y N Y N Y* Y Y N Y N N Y -
* SWCP Converter SU is required.
For a full list of multimedia application products and versions that are compatible with Contact Center Manager (excluding items previously mentioned), refer to the following table. Product name
Supported releases
IVR-CTI Integration server (IPML)
2.1
Agent Greeting
2.07
CallPilot
3.0+
MPS 500
3.0
MPS 1000
3.0
Remote Agent Observe
1.0
For Telset, Internet Telephony Gateway, Optivity Telephony Manager, Remote Office, and MIRAN users, it is the switch release that Contact Center Manager 6.0 is running on that determines what version of these products is relevant.
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Other product release compatibility The following table lists other Nortel products supported with Contact Center Manager and Communication Server 1000/Meridian 1 PBX. Product name
Supported releases
Optivity Telephony Manager (OTM) 2.0+ MIRAN
2.0, 3.0
Meridian Mail
13.0+
Internet Telephony Gateway Trunk (ITG-T)
2.2, 3.0
Internet Telephony Gateway Line (ITG-L)
2.2, 3.0
i2002 (as Agent)
All
i2004 (as Agent or Supervisor)
All
i2050 (as Agent or Supervisor)
All
M2216 (as Agent or Supervisor)
All
M3904 (as Supervisor)
All
M3905 (as Agent or Supervisor)
All
Remote Office 9150
1.3.4
Remote Office 9110, 9110, IP adapter 1.3.4
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Server start order Due to the multiple server configuration of most contact centers, it is important to note the start order of the servers.
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Contact Center Manager Server is the main server. It must be running first, before the Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit server can talk to it.
Contact Center Manager Administration administers the Contact Center Manager Server and the Contact Center Multimedia, so it is the last server that is required to be running.
There is no dependency between the Contact Center Multimedia server and the Communication Control Toolkit server in terms of start up sequence.
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Telephone switches supported by Contact Center Manager Contact Center Manager supports the following telephone switch types:
Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Communication Server 1000 + MCS 5100
For telephone switches with the optional Network Skill-Based Routing (NSBR) feature, this guide illustrates the major components in a Network Control Center setup.
The term telephone switch is used in this document as a generic term to refer to any of the previously specified telephony platforms that interoperate with Contact Center Manager.
For an overview of the Contact Center Manager features supported by the different telephone switch types, see Appendix C, “Telephone switch feature comparison.”
MCS 5100 is supported with Communication Server 1000.
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Supported releases The following switch releases are currently supported in Contact Center 6.0. Communication Server 1000 or Meridian 1 PBX Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 or Meridian 1 PBX telephone switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
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Product name
Supported releases
Communication Server 1000
3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis
25.40b, 26
Meridian 1 PBX 11C – Cabinet
25.40b, 26
Meridian 1 PBX 51C
25.40b, 26
Meridian 1 PBX 61C
25.40b, 26
Meridian 1 81C
25.40b, 26
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Communication Server 2x00/DMS Contact Center Manager continues to provide switch connectivity to the Communication Server 2x00/DMS telephone switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
Release
Minimum SCAI level
SN06/SE06
17
SN07/SE07
SN08/SE08
SN09/SE09
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17
17
17
Platforms
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
SL-100
DMS-100
CS 2000
CS 2100
Feature level
Minimum release supported
5-digit Agent ID support
Universal Networking support Note: Not supported on Brisc processors Supports all CPU types
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Differences between Communication Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX architecture The architecture in the Communication Server 2x00/DMS environment differs from the Communication Server 1000/Meridian 1 PBX architecture in the following ways:
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Contact Center Voice Services on CallPilot and Meridian Mail (Open/Close Voice Session, Give Controlled Broadcast, and Collect Digits) are not supported in the Communication Server 2x00/DMS environment.
Only a subset of the MLS protocol is available. ICM is supported on Communication Server 2x00/DMS. For more information, refer to the MLS Application Equipment Module Installation Guide.
Communication Server 2x00/DMS requires LinkPlexer to interface with Contact Center Manager Server if there are more than two Communication Control Toolkit applications connected to the switch. Otherwise, Communication Server 2x00/DMS can interface directly with Contact Center Manager Server through ICM.
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General information
Contact Center 6.0 content by switch platform The following table lists the available Contact Center 6.0 portfolio content depending on the choice of switch platform, either Communication Server 1000/ Meridian 1 PBX, Communication Server 2x00/DMS, or MCS 5100 (SIP).
Content
Communic ation Server 1000/ Meridian 1 PBX
Communic ation Server MCS 5100 2x00/DMS (SIP)
UNSBR—Universal networking
Yes
Yes
No
Replication server enhancements
Yes
Yes
No
Geographic redundancy
Yes
Yes
No
Corporate license manager
Yes
Yes
Yes
Communication Control Toolkit 6.0
Yes
Yes
Yes
Contact Center Agent Desktop
Yes
No
Yes
Contact Center Outbound
Yes
No
No
Contact Center Multimedia 6.0
Yes
No
No
Network wide agent administration
Yes
Yes
Yes
ICM support
No
Yes
No
Single-NIC card
Yes
Yes
Yes
Server utility
Yes
Yes
Yes
Classic Client with GRTD migration feature set
Yes
Yes
No
pcAnywhere 11.5
Yes
Yes
Yes
Report Creation Wizard
Yes
Yes
Yes
Five-digit agent ID
No
Yes
Yes
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Communic ation Server 1000/ Meridian 1 PBX
Communic ation Server MCS 5100 2x00/DMS (SIP)
GIVE IVR for Communication Server 2x00 platforms
No
Yes
No
LinkPlexer 6.0
No
Yes
No
Content
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Co-resident applications In Contact Center Manager, note the following to determine which combinations of products and product releases are compatible:
Contact Center Manager Server 6.0 can coreside with Contact Center Manager Administration 6.0.
Contact Center Manager Administration 6.0 cannot coreside with Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when installed stand-alone on the server, can be used to administer Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when co-resident with Contact Center Manager Server 6.0, must not be used to administer Symposium Call Center Server 5.0.
When Contact Center Manager Administration 6.0 is co-resident it must only be used to administer the co-resident Contact Center Manager Server and not any other Contact Center Manager Server. Although multiple servers can be in the same system as a co-resident Contact Center Manager Administration (with replication), the co-resident Contact Center Manager Administration server can only administer the Contact Center Manager Server with which it is co-resident.
The Network Control Center must be administered by a standalone Contact Center Manager Administration server. A co-resident Network Control Center and Contact Center Manager Administration server is not supported.
For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
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Co-resident applications matrix You can install Contact Center Manager Server either on its own server or on a server with other Contact Center - Release 6.0 applications. When the Contact Center Manager Server is installed on its own server it is called a standalone server. When the Contact Center Manager Administration is installed on a server containing the Contact Center Manager Server it is called a co-resident server. The following table lists the components that can be installed on the same server with the Contact Center Manager Server software.
Stand-alone Contact Center Manager Server/ Network Control Center
Co-resident Contact Center Manager Server/ Contact Center Manager Administration
Co-resident Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
Contact Center Manager Server
Supported
Supported
Supported
Contact Center Manager Administration
Not supported
Supported
Supported
Communication Control Toolkit
Not supported
Not supported
Supported
Contact Center Multimedia
Not supported
Not supported
Not supported
Replication Server Not supported
Not supported
Not supported
LinkPlexer
Not supported
Not supported
Not supported
MCS 5100
Not supported
Not supported
Not supported
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Crystal Enterprise 10 Embedded software
Stand-alone Contact Center Manager Server/ Network Control Center
Co-resident Contact Center Manager Server/ Contact Center Manager Administration
Co-resident Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
Not supported
Supported
Supported
These are the only combinations that are supported.
Co-resident installations have higher hardware requirements than single application installations.
When Contact Center Manager Administration is co-resident, it must be used to administer the co-resident Contact Center Manager Server and not any other Contact Center Manager Server. For more information, see Chapter 13, “Co-residency.”
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Contact Center Manager
Chapter 4
Install Contact Center In this chapter Installation order
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Installation steps
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Install Contact Center
Standard 11.12
Installation order When you install applications and components, the installation program automatically installs the software in a preconfigured order, depending on the telephone switch type. For Communication Server 1000/Meridian 1 PBX switches, software is installed in the following order: 1.
Contact Center Manager Server
2.
License Manager
3.
Contact Center Manager Server Utility
4.
Contact Center Manager Administration
5.
Communication Control Toolkit
6.
Contact Center Multimedia
For Communication Server 2x00/DMS switches, software in installed in the following order: 1.
LinkPlexer
2.
Contact Center Manager Server
3.
License Manager
4.
Contact Center Manager Administration
5.
Communication Control Toolkit
6.
Contact Center Manager Server Utility
For SIP installation order, refer to “SIP installation and configuration order” on page 458. The installation launcher prompts you to select multiple applications and components to install. The selected applications and components are automatically prioritized into the correct installation order. Then, the installation of first application is launched.
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At the end of the installation of first application, you are prompted to continue the installation process for the second application. If you select to continue, the installation package of the second application is launched. This process continues until all selected applications are installed.
Installation tips Follow the installation and configuration tips in the appropriate document for each software program.
For information about Contact Center Manager Server standalone configuration, see the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide and the Contact Center Manager Server Installation and Maintenance Guide.
For information about Contact Center Manager Administration, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide and the Contact Center Manager Administration Planning, Installation, and Administration Guide.
For information about Communication Control Toolkit, see the Communications Control Toolkit Technical Requirements and Operating System Configuration Guide and the Communications Control Toolkit Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide and the Contact Center Multimedia Installation and Maintenance Guide.
For information about a co-resident system, see the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server and the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
For information about a Replication Server system, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Installation steps The following table lists the high-level steps for a new standalone installation and which book to refer to for each step. Standalone installation assumes Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit are installed on separate servers. For hardware, software, and third-party guidelines, refer to the following chapters:
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For Contact Center Manager Server, refer to Chapter 9, “Contact Center Manager Server” in this guide for requirements.
For Contact Center Manager Administration, refer to Chapter 10, “Contact Center Manager Administration” in this guide for requirements.
For Contact Center Multimedia, refer to Chapter 11, “Contact Center Multimedia—Outbound, E-mail and Web communications” in this guide for requirements.
For Communication Control Toolkit, refer to Chapter 12, “Communication Control Toolkit” in this guide for requirements.
For co-resident configurations, refer to Chapter 13, “Co-residency”.
For SIP, refer to Chapter 14, “SIP-enabled Contact Center”.
For LinkPlexer, refer to Chapter 15, “LinkPlexer 6.0”.
For Replication Server, refer to Chapter 16, “Replication Server (Standby Server)”.
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Install Contact Center
Installation steps for a standalone configuration Contact Center component
Installation procedure
Contact Center book
1 Contact Center Manager Server requirements/ Contact Center Manager Server Microsoft Windows Server Technical installation and configuration Requirements and Operating System Configuration Guide Verify you met the server requirements. Install Windows Server 2003 Configure Windows Server 2003 Connect the Nortel server subnet Connect the ELAN subnet (optional) Connect Meridian Mail with a serial port (if required) Connect the modem Install optional system components
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Contact Center component
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Installation procedure
2 Contact Center Manager Install the server software Server These steps assume a standalone configuration.
Contact Center book
Contact Center Manager Server Installation and Maintenance Guide
Install pcAnywhere 11.5 You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere. Copy the latest Service Update to the server Install the Contact Center Manager Server software During installation, select the Contact Center Multimedia options you require.
Open Queue
Universal Networking
Standby Server Configure your Contact Center Manager Server settings after the installation (optional) 3 License Manager
Install the License Manager
4 Contact Center Manager Install the Server Utility Server Utility (optional)
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Contact Center Manager Server Installation and Maintenance Guide Contact Center Manager Server Installation and Maintenance Guide
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
5 Contact Center Manager Postinstallation configuration Contact Center Manager Server Server Installation and Change the NGenDist and Maintenance Guide NGenDesign passwords Configure the NGen user groups for remote access (optional) Add NGen names to pcAnywhere Accept the license agreement for Contact Center Manager Administration Activate the master scripts Verify the success of the installation Add server to domain (optional) Create a Platform Recovery Disk Complete other postinstallation tasks
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Install Contact Center
Contact Center component
Standard 11.12
Installation procedure
Contact Center book
6 Contact Center Manager Server requirements/ Contact Center Manager Administration Microsoft Windows Administration Technical installation and configuration Requirements and Operating System Configuration Guide Verify server and client requirements Install Windows Server 2003 Configure Windows Server 2003 Apply security service updates Install Internet Information Services with SMTP Ensure the computer name and DNS host match Add the server to an existing domain Check binding order on the server
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Contact Center component
Install Contact Center
Installation procedure
7 Contact Center Manager Installation Administration Install your remote support access tool
Contact Center book
Contact Center Manager Administration Installation and Maintenance Guide
Install Sybase Open Client version 12.5 Install the Crystal Enterprise 10 Embedded software Install the product software Download and apply the latest Service Update Install required hot fixes for third-party software
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Install Contact Center
Contact Center component
Standard 11.12
Installation procedure
Contact Center book
8 Contact Center Manager Postinstallation configuration Contact Center Manager Administration Administration Installation Add the server to an existing and Maintenance Guide domain (optional) Configure IIS to support ASP.NET applications Configure IIS settings for Report Creation Wizard Add the IUSR_SWC account as the anonymous user account Configure License Manager Service Configure Log-in Warning Message (optional) Configure Real-Time Reporting Configure Emergency Help Configure SMTP and printers for Historical Reporting (optional) Configure shared folders for Historical Reporting (optional) Configure Scripting
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
Configure Agent Desktop Display parameters on the server Change the iceadmin user account password (optional) Configure language support (other than English) Install the XML Automated Assignments feature (optional) Copy latest user guides to Contact Center Manager Administration server Complete other postinstallation tasks
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Install Contact Center
Contact Center component
Standard 11.12
Installation procedure
9 Contact Center Manager Configuration of client PCs Administration and agent workstations Configure the display
Contact Center book
Contact Center Manager Administration Installation and Maintenance Guide
Upgrade the browser on client workstations Configure Internet Explorer Install Simple Object Access Protocol Install .NET Framework v. 1.1 (optional) Accept the license agreement in Server Utility Log on to Contact Center Manager for the first time Download controls to the client Install and configure Agent Desktop Display 10Contact Center Manager Migrate Classic Client data Administration
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Contact Center Manager Administration Installation and Maintenance Guide
Contact Center Manager
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Contact Center component
Install Contact Center
Installation procedure
Contact Center book
11Communication Control Server requirements/ Communication Control Toolkit Microsoft Windows Toolkit Technical installation and configuration Requirements and Operating System Configuration Guide Verify server requirements Install Windows Server 2003 Configure Windows Server 2003 Install optional system components Connect the ELAN subnet (optional) Connect the Nortel server subnet 12 Communication Control Installation Toolkit Install the License Manager
Communication Control Toolkit Installation and Maintenance Guide
This is for a Knowledge Worker (direct connect) installation. Install the product software Install the latest service updates
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Contact Center component
Standard 11.12
Installation procedure
Contact Center book
13 Communication Control Postinstallation configuration Communication Control Toolkit Toolkit Installation and Confirm the database install Maintenance Guide Configure TAPI to prepare for Communication Control Toolkit 6.0 Configure the Symposium TAPI Service Provider database Confirm that the services are started Configure the License Manager This is for a Knowledge Worker (direct connect) installation. Configure the Communication Control Toolkit console Add and import resources Map resources Verify the success of the installation Perform other postinstallation tasks
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Contact Center component
14 Contact Center Multimedia
Install Contact Center
Installation procedure
Contact Center book
Server requirements/ Contact Center Multimedia Microsoft Windows Technical Requirements and installation and configuration Operating System Configuration Guide Verify server requirements Install Windows Server 2003 Configure Windows Server 2003 Verify Internet Information Service Connect the server to the LAN Connect the modem Install optional system components
15 Contact Center Multimedia
Installation Install the Contact Center Multimedia and Outbound server software
Contact Center Multimedia Installation and Maintenance Guide
For E-mail and Outbound capability, ensure that you enable Open Queue during the Contact Center Manager Server software installation. Install the Contact Center Multimedia and Outbound service updates
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Install Contact Center
Contact Center component
16 Contact Center Multimedia
Standard 11.12
Installation procedure
Contact Center book
Postinstallation configuration Contact Center Multimedia Installation and Maintenance Provide Local Users with Guide Log on as a Service Right Create shared location for inbound and outbound attachments Update virtual folder permission in IIS 6.0 Verify the Contact Center Multimedia database installation Perform other postinstallation tasks
17 Contact Center Multimedia
Configuration of client PCs Check the requirements for each client
Contact Center Multimedia Installation and Maintenance Guide
Install .NET Framework on client machines Configure access to client applications
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Install Contact Center
Contact Center component
Installation procedure
Contact Center book
18Contact Center Multimedia
Configuration of external components
Contact Center Multimedia Installation and Maintenance Guide
Configure phonesets on the switch for each agent Create a Windows user for each agent Configure the e-mail server 19 Contact Center Multimedia
Configuration of Contact Center Manager Server Enable Open Queue
Contact Center Multimedia Installation and Maintenance Guide
Ensure the Communication Control Toolkit server is configured
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Contact Center component
20Contact Center Multimedia
Standard 11.12
Installation procedure
Contact Center book
Configuration of Contact Center Manager Administration server
Contact Center Multimedia Installation and Maintenance Guide
Refresh the Contact Center Manager Server Create the agent phonesets Create required multimedia skillsets Create supervisors and agents Create route points Configure the sample multimedia scripts Add the Contact Center Multimedia Server to Contact Center Manager Administration to allow reporting
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Contact Center component
21Contact Center Multimedia
Install Contact Center
Installation procedure
Contact Center book
Configuration of Communication Control Toolkit server
Contact Center Multimedia Installation and Maintenance Guide
Import the agent phonesets to the TAPI database Import the contact center users into Communication Control Toolkit Import the terminals and addresses into Communication Control Toolkit Import the Windows users into Communication Control Toolkit Import the agent workstations into Communication Control Toolkit Map terminals to workstations (optional) Map users to addresses, terminals, and contact center users
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Install Contact Center
Standard 11.12
Contact Center component
Installation procedure
Contact Center book
22 Contact Center Multimedia
Configuration the contact types
Contact Center Multimedia Installation and Maintenance Guide
Understand the contact types Log on to the Contact Center Multimedia Administrator Start the configuration tool Update the E-mail Manager service 23 Contact Center Multimedia
Set up the agents
Contact Center Multimedia Installation and Maintenance Configure the administrators Guide Start the client applications
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Chapter 5
Licensing In this chapter Overview
120
Nodal and Corporate licensing
121
About the license file
126
Install License Manager
132
Licensing grace period
133
License Manager statistics
134
Other licensing
136
Planning and Engineering Guide
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Licensing
Standard 11.12
Overview The License Manager controls the licensing of Contact Center. The License Manager provides central control and administration of application licensing for all of the elements of Contact Center. You can choose Nodal Licensing mode for a single Contact Center installation or Corporate Licensing mode for a network of Contact Center installations. You can also maintain a secondary License Manager, which takes over the licensing if the primary License Manager fails. This chapter describes the Nodal and Corporate Licensing modes, how to interpret your license file, how to install and configure the License Manager for your contact center, and the licensing grace period.
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Nodal and Corporate licensing Before installing Contact Center Manager, you must know whether you are going to use Nodal or Corporate Licensing. You must also decide which server would be least affected by the real-time operation of the License Manager.
Nodal licensing—The options in the license file apply to a single installation of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.
Corporate licensing—The options in the license file apply to a network of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit servers.
You can install the License Manager on the Network Control Center (NCC) server or a Contact Center Manager Server, based on the following rules:
If you are installing Contact Center components in a networked environment with a NCC server, and you are using Corporate Licensing, Nortel recommends that you install the License Manager on the NCC server.
If you are installing Contact Center components in a networked environment with an NCC server, and you are using Nodal Licensing, you must install the License Manager on Contact Center Manager Server. The NCC server must point to the Contact Center Manager node that has a license for the NCC server.
If you are installing a single Contact Center Manager, install the License Manager on the same server.
Nodal licensing When you choose Nodal licensing, all licensing options for the applications in the Contact Center node are in a single license file that is managed by the License Manager. The following diagram shows an example of the Nodal licensing architecture. A single License Manager is responsible for the node. The License Manager coresides with the Contact Center Manager Server application. Planning and Engineering Guide
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Licensing
Corporate licensing You can use Corporate Licensing to distribute licenses to multiple servers so they can share licenses from a single pool. Example You have two sites: Galway and Auckland. Both sites have 100 Voice Agents. The License Manager is installed co-resident with the Galway Contact Center Manager. When the day starts, all of the voice agents in Galway request licenses from the license server. One hundred licenses are issued in Galway. As Galway closes, the Auckland day starts. As the Galway agents log off, the licenses are made available for the agents in Auckland. In this example, you require only 100 Voice Agent licenses to share across the two sites. Each license that the License Manager grants to the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, or Communication Control Toolkit is refreshed by the respective application. This ensures that licenses are always returned to the License Manager pool if the applications fail. The refresh mechanism requires an available network connection to the License Manager. The following diagram shows a Corporate licensing architecture with a primary and secondary License Manager.
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Licensing
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January 2008
Licensing
Managing two License Manager servers In a Corporate Licensing environment, you can configure two License Manager servers: a primary License Manager and a secondary License Manager. Only one License Manager can be active at one time. The primary License Manager actively maintains the licenses.The secondary License Manager runs as a standby License Manager to provide redundancy in a corporate environment. You can configure the secondary License Manager as the Standby License Manager for the Contact Center License Manager components so that it is not actively used for licenses unless the active License Manager fails. Configure your preferred active License Manager as the primary License Manager. For Corporate License applications, Nortel recommends that you install the primary License Manager software on the NCC. Install the secondary License Manager on any Contact Center Manager Server that does not contain the primary License Manager, including the NCC. You cannot install the primary and secondary License Manager software on the same server. The following conditions apply:
You cannot configure a Standby License Manager in a Nodal licensing environment.
Do not use the Standby License Manager for load balancing issues.
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Licensing
Standard 11.12
About the license file The License Manager available in Contact Center uses a new license key structure. The License Manager license file replaces all the existing Symposium keycodes. The License Manager offers flexible licensing options and supports licensing of features at the node (Nodal License) or network (Corporate License) level. The license file provides a single point of administration for licensing and includes multiple keycodes for Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit. This single file reduces the number of separate keycodes that you must maintain. If you require additional features or if your requirements change, you can upload a new license file, containing the new licensing information, to the server and replace the existing licensing file. You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is called plservrc. ATTENTION
A corporate license file can only be generated from the Nortel server subnet Network Interface Card (NIC) MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the CS 1000/Meridian 1 serial ID.
Corporate license file A license key in the product name identifies the Corporate License. For example, in LM_CCS300C, the last letter C indicates a Corporate License. In Corporate Licensing mode you can use a secondary License Manager for redundancy. Both the primary and secondary License Managers can use the same license file.
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Nodal license file Nodal Licensing indicates that the licenses are distributed only to that node. You cannot share licenses. A license key in the product name identifies the Nodal License. For example, in LM_CCS300N, the last letter N indicates a Nodal License.
Interpreting the license file Contact Center includes package, agent, and feature licensing. Package licensing The license file includes the following package types:
CCS200—The base package (The Network-skilled Based Routing feature is not included in the base package.) You must select this package for SIP installations.
CCS300—The networking package
CCS350—The Network Control Center package
These packages are available in both the Nodal Licensing (N) and Corporate Licensing (C) modes. Agent licenses Agent licenses determine the number of agents that can log on to Contact Center. Agent licenses are available for both Nodal and Corporate Licensing. Licensing is available for the following types of agents:
voice agent
video agent (SIP only)
outbound agent
e-mail agent
Web communications agent
Feature licenses The following feature licenses are available:
Open Queue (not supported co-resident with SIP)
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Licensing
Standard 11.12
Universal Networking (not supported co-resident with SIP)
Standby Server
Outbound (not supported co-resident with SIP)
Report Creation Wizard (supported with SIP)
Licensed features This section describes some of the licensed features in Contact Center. Open Queue With Open Queue, you can queue voice and multimedia contacts in Contact Center and then route the contacts to agents using the Contact Center Agent Desktop. Configure Open Queue using the Contact Center Manager Server Setup Configuration utility. Universal Networking Universal Networking is the networking between Communication Server 1000/ Meridian 1 PBX systems and Communication Server 2x00/DMS systems. Universal Networking refers to the following features:
Network Skill-based Routing between all switch types supported by Contact Center
attached data transport during agent-initiated transfers or conferences when under the control of the Communication Control Toolkit
Configure the Universal Networking feature using the Contact Center Manager Server Setup Configuration utility. Standby Server Use the Standby Server feature to replicate a primary Contact Center Manager Server database to a Standby Server. Configure the Standby Server using the Contact Center Manager Server Setup Configuration utility. For more information, see the Nortel Contact Center Manager Server Installation Guide and Maintenance Guide for the Standby Server.
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Outbound Only licensed users can access the Outbound Campaign Manager Tool using Contact Center Manager Administration. The Outbound Campaign Manager Tool is only compatible with Contact Center Multimedia/Outbound. For more information about the Outbound feature, see the Contact Center Manager Administrator’s Guide. Report Creation Wizard Report Creation Wizard provides a simplified method to customize historical reports within Contact Center. Report Creation Wizard is a user-based license. License Manager controls the maximum concurrent Report Creation Wizard users. Contact Center Manager Administration includes a one-user license for the Report Creation Wizard feature. You can order additional licenses in groups of 5 up to a maximum of 25 licenses (that is, 5, 10, 15, 20, or 25 licenses). For more information about Report Creation Wizard, see the Contact Center Manager Administration Installation and Maintenance Guide.
License identifiers License identifiers connect a license file to a particular server or to a particular installation. For example: pT0z9b4z++unYkFAwIAZlJKQkVElvfG2lTzUsgCOqLtqtsbWmp6cHZ3dzc0= # plicd 1.2 00:11:25:3e:11:78 (1) 360 secs Communication Server 2x00/DMS server The only identifier allowed for DMS installations is the MAC address for the Contact Center Manager running the License Manager. The MAC address can be any MAC address of any of the network interface cards (NIC); however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Communication Server 1000/Meridian 1 PBX server The serial ID of the Communication Server 1000 server (CS 1000) is the identifier for Nodal Communication Server 1000/Meridian 1 PBX installations. You can also use the MAC addresses, but the license file is shipped with a serial ID rather than the MAC address. You must enter the serial ID correctly during the installation. If the serial ID does not match the ID used to generate the license file, the Contact Center License Manager Server cannot start. ATTENTION
A corporate license file can only be generated from the Nortel server subnet NIC MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the CS 1000/Meridian 1 serial ID. Communication Control Toolkit server If you plan to use the Communication Control Toolkit server as a standalone server (without Contact Center Manager Server), the license identifier is the MAC address of the server. If you are using Communication Control Toolkit as part of the Contact Center solution, use Contact Center Manager Server for the License Manager software. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start. SIP server The only identifier allowed for SIP installations is the MAC address of the Contact Center Manager running License Manager. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Mixed Corporate node In all Corporate installations, even if all servers connect to a Communication Server 1000/Meridian 1 PBX, servers use the MAC address as the identifier. The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.
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Licensing
Standard 11.12
Install License Manager This section provides an overview of the three different kinds of License Manager installations. License Manager with Contact Center Manager or Network Control Center server Use this installation of License Manager if you use the Contact Center Manager database to store the historical statistics for the maximum number of licenses that are issued in an interval, day, week, and month. Dedicated installation (without the database) Use this installation if you are not installing Contact Center Manager in the network. When you choose the dedicated installation, no historical statistics are collected concerning the license usage. Dedicated installation (includes the database) This option is not currently supported. Nortel recommends that you install the License Manager on a server on which you plan to install Contact Center Manager Server, or on a Network Control Center server; however, you must install the Contact Center Manager Server application before you install the License Manager.
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Licensing grace period In the event of a communication error between the Contact Center Manager Server and the License Manager, normal operation of the Contact Center Manager Server runs for the duration of the grace period. The grace period duration is equal to 10 days and is accumulative over the lifetime of the product. On the first occurrence of a communication problem between the Contact Center Manager Server and the License Manager, 10 days are available for the Contact Center Manager Server to continue normal operation. If the problem is resolved in two days, on the next occurrence of a communication problem, eight days are available to fix the problem. If, at any stage, the grace period expires, Contact Center Manager Server shuts down and locked. You cannot restart Contact Center Manager Server without resetting the grace period. You can reset the grace period to 10 days at any time. When a communication error is detected, an event is fired to the Server Utility detailing that an error occurred, the time already elapsed in the Grace Period, and a lock code that you must return to Nortel to reset the grace period.
Emergency license files If you cannot fix the connection between the License Manager and Contact Center Manager Server within the 10-day grace period, contact your Nortel customer service representative to determine if you need to activate an emergency license file on your system. The emergency license file expires after 30 days and is used only to ensure operation of the Contact Center Manager Server on a temporary basis. You must install the emergency license file through the License Manager Configuration tool. If you are using corporate licensing, you may need to change the Contact Center Manager Server configuration in cases where the License Manager is installed on a different server than it was previously.
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License Manager statistics Historical reporting data is produced by the License Manager to support the analysis and management of concurrent license usage in the network. Historical data is available in 15-minute intervals on a daily, weekly, or monthly basis. License utilization is reported on a client basis, with the IP address of the client used to denote individual clients. The License Manager reports the following statistics:
Timestamp—The time the data is written to the database.
IP Address—The IP address of the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.
License identifier—The name of the license.
Maximum allocation during interval—The maximum number of licenses allocated to the server during the 15-minute interval.
If an interval has 10 licenses issued for a feature, then 10 is written to the database table. If another 5 licenses are issued in the next interval, then 15 is written to the database table. However, at the end of the interval, if only 14 licenses were issued, but 15 were issued at some stage during the interval, then a value of 15 is written to the database. The data is written to the database on the server on which you installed the License Manager for each 15-minute interval. These statistics are consolidated daily, weekly, and monthly. The License Manager reports any errors in writing data to the database. The data is stored on a site-by-site basis where the site identifier is the IP address of the server. A report template is available to generate reports using this statistical information. The data is available from the following database views:
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iLicenseStat—interval statistics
dLicenseStat—daily statistics
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wLicenseStat—weekly statistics
mLicenseStat—monthly statistics
Real-time statistics The plicmon.exe utility monitors the licenses issued by the active License Manager. When you run this utility, it takes a snapshot of the licenses issued.
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Other licensing This section provides information about other licensing that is used in Contact Center.
Media Application Server (MAS) licensing The MAS license resides on the server on which you plan to install MAS and is specific to the SIP Contact Center application that resides on the server. Install this license using the MAS console window. For more information, see the Nortel MAS Installation and Maintenance Guide. You can configure the following licenses for MAS:
Advanced SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements, Tones, and Give RAN/MOH.
Premium SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements service - Tones, Give RAN/ MOH; Dialog service/Give IVR - advanced treatments including play prompts, collect digits, Web page push, canned applications like EWT/PIQ, send IM, and VXML invocation.
SIP Video Contact Center Service (On/off)—Enables video agents and video streaming treatments.
SIP Contact Center Services CD—Media for installing services on the MAS.
The SIP-enabled Contact Center MAS software is the only component that is ordered separately from the other Contact Center components.
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Upgrade to Contact Center Manager In this chapter Upgrade and migration planning
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Upgrade to Contact Center Manager Administration 6.0
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Upgrade to Contact Center Multimedia 6.0
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Upgrade to Communication Control Toolkit 6.0
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Upgrade and migration planning This chapter provides general information required when planning an upgrade or migration to Contact Center Manager 6.0. It, also, provides detailed upgrade information for each of the four main applications:
Contact Center Manager Server
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
Follow the detailed procedures in the appropriate document for each software program.
For information about Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
For information about Contact Center Manager Administration, see the Contact Center Manager Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center Multimedia Installation and Maintenance Guide.
For information about Communication Control Toolkit, see the Communications Control Toolkit Installation and Maintenance Guide.
For information about co-resident server, see the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
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SIP is supported in new installs only. SIP is not supported in Symposium Contact Center Server 5.0 to Contact Center Manager 6.0 upgrades or migrations.
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Supported upgrades and migrations The following diagram display supported upgrade and migration paths for Symposium Call Center Server to Contact Center Manager Server and Contact Center Manager Administration.
Migrations Migrating from Symposium Call Center Server 4.2 to Contact Center Manager Server 6.0 requires a change of operating system as the server is migrating from Windows 2000 to Windows 2003. Symposium Call Center Server 5.0 can be installed on Windows 2000 or Windows 2003. If the Symposium Call Center Server 5.0 is running on Windows 2000, you are required to perform a migration. If not, you can perform a straight upgrade. Migrations involve setting up a second machine. Planning and Engineering Guide
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Upgrades Contact Center Manager Administration 6.0 is not compatible with Symposium Call Center Server 4.2. Nortel recommends upgrading Symposium Call Center Server 4.2 servers to Symposium Call Center Server 5.0 before Web Client 4.5 is upgraded to Contact Center Manager Administration 6.0, if there are multiple Symposium Call Center Server 4.2 servers administered by one Symposium Web Client 4.5. Migrating Classic Client data If a you are running Classic Client and are migrating to Symposium Web Client or Contact Center Manager Administration there two options:
Option 1: Migrate all the Classic Client Data to Web Client 4.5 and upgrade to Contact Center Manager Administration 6.0. Follow this approach for the following reasons: The server is Symposium Call Center Server 4.2 and you want to upgrade directly to Contact Center Manager Server 6.0. Symposium Web Client 4.5 is already installed but not deployed to all users.
Option 2: Migrate all the Classic Client data to Contact Center Manager Administration 6.0. Follow this approach for the following reasons: The server is Symposium Call Center Server 5.0 or the you plan to upgrade to Symposium Call Center Server 5.0 prior to upgrading to Contact Center Manager Server 6.0. Symposium Web Client 4.5 is not deployed. If you install and deploy Contact Center Manager Administration 6.0, agents do not need require training on Web Client 4.5 and on Contact Center Manager Administration 6.0.
Contact types In an upgrade from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, contact types remain unchanged if you do not modify the skillset name. For example, you have a Symposium Call Center Server 5.0 system using EM_ in skillset naming convention, EM_Skillset. After you upgrade to Contact Center Manager Server 6.0, EM_Skillset continues to be designated as a voice contact type. 140
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In an upgrade from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, using default contact types not supported. System upgrades from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 cannot modify existing skillsets using default contact types that are not supported. For example. you have a Symposium Call Center Server 5.0 system using EM_ in skillset naming convent, EM_Skillset. After you upgrade to Contact Center Manager Server 6.0, EM_Skillset cannot be updated if EM_ (default contact type) is not supported.
TAPI/Communication Control Toolkit upgrades and migrations Communication Control Toolkit 6.0 can only be installed on Windows 2003. Therefore, any TAPI 3.0/Communication Control Toolkit 5.0 servers currently running Windows 2000 must be migrated to a Windows 2003 machine. Any TAPI 3.0/Communication Control Toolkit 5.0 servers running Windows 2003 can be upgraded. After upgrading from Communication Control Toolkit 5.0 to Communication Control Toolkit 6.0 the migration and upgrade service update must be applied (CCT_6_PU_01.exe). The following diagram displays the supported upgrade and migration paths for TAPI and Communication Control Toolkit.
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Compatibility matrix The following tables list older Symposium Call Center Server components compatibility with Contact Center Manager 6.0 components. A Y in the column indicates the components are compatible. An N indicates the components are not compatible.
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* Refers to replicating functionality
SCCS R4.2 SCCS R5 (Active) Standby and Replication Server R5 SCCS/CCMS CCMS R6 (Active) Standby and Replication Server R6 NCC R4.2 NCC R5 NCC R6 License Manager 6.0 Classic Client 4.0 GRTD 3.5 Clients SWC 4.5 CCM Server Utility 6.0 CCMA 6.0 Y N N Y Y N Y Y Y Y Y
N N Y Y N N Y Y Y N N
N N N N N -
N
Y
Y N N Y Y N N N Y Y
N -
-
N N N -
Y
N
N Y N Y N N
N
Y N
N Y N Y Y Y
N
Y Y
Y N N N Y Y
Y
N Y
N N Y N Y
N Y
N N
Standby and Standby and License SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0
SCCS/CCMS
N Y Y N -
Y N
Y Y
N N N N -
Y N
Y Y
N Y Y N N Y* N*
Y N
Y Y
Classic Client GRTD SWC 4.0 3.5 4.5
N Y Y -
N Y
N Y
N Y Y Y N* Y*
Y
N Y
CCM Server CCMA Utility 6.0 6.0
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Communication Control Toolkit and Contact Center Multimedia compatibility
SCCS 4.2 SCCS/CCMS SCCS 5.0 CCMS 6.0 TAPI 3.0 TAPI/CCT CCT 5.0 CCT 6.0 SWCP 4.0 SWCP/CCMM CCMM 6.0
SCCS 4.2 Y Y N Y N
SCCS/CCMS SCCS 5.0 CCMS 6.0 Y N Y Y N Y Y Y* N Y
TAPI 3.0 Y Y N Y N
TAPI/CCT CCT 5.0 Y Y Y Y N
CCT 6.0 N N Y N Y
SWCP/CCMM SWCP 4.0 CCMM 6.0 Y N Y N Y* Y Y N Y N N Y -
* SWCP Converter SU is required.
Supported administration The following diagram displays supported administration paths for previous releases of Symposium Call Center Server and current releases of Contact Center Manager in the same network.
The following items apply to supported administration:
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Web client 4.5 and Classic Client can administer a Symposium Call Center Server 4.2 and a Network Control Center 4.2. Contact Center Manager
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Contact Center Manager Administration 6.0, Web Client 4.5, and Classic Client can administer Symposium Call Center Server 5.0 and Network Control Center 5.0.
Contact Center Manager Administration 6.0 can administer Contact Center Manager Server 6.0 and Network Control Center 6.0, but cannot administer Symposium Call Center Server 4.2.
Network Control Center 6.0 is compatible with Contact Center Manager Server 6.0 and Symposium Call Center Server 5.0.
The following diagram displays an example of supported administration with Contact Center Manager Administration 6.0.
A co-resident Contact Center Manager Administration can only administer its own co-resident Contact Center Manager Server. It cannot administer any other Contact Center Manager Server in the network. If the co-resident Contact Center Manager Administration is replicating with other Contact Center Manager Administration servers, a list of all the Contact Center Manager Servers is displayed in the tree view but administration of the other Contact Center Manager Servers is not supported.
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In a configuration where:
there are multiple Symposium Call Center Server 4.2 servers administered by Classic Client
and
you plan to have one Contact Center Manager Administration administer multiple Contact Center Manager Servers
It is recommended that you follow these steps:
Upgrade each Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0.
Deploy Contact Center Manager Administration 6.0 in parallel with Classic Client.
Migrate Classic Client data to Contact Center Manager Administration 6.0 and uninstall all Classic Clients.
Upgrade each Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0.
This procedure provides time for you to migrate all Classic Client data (historical reports, schedules, and so on) to Contact Center Manager Administration 6.0 prior to upgrading the Symposium Call Center Servers to Contact Center Manager Server 6.0. Also, the supervisors are not required to learn both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0. However, if you plan for each Symposium Call Center Server/Contact Center Manager Server to be administered by one Symposium Web Client/Contact Center Manager Administration, there are two options:
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Option 1: Install Contact Center Manager Administration 6.0 In one maintenance window, upgrade the Symposium Call Center Server 4.2 to CCMS 6.0 directly and migrate all the Classic Client data. The benefit of this option is the single upgrade from Symposium Call Center Server 4.2 to Contact Center Manager Server 6.0 and Symposium Web Client 4.5 is not required to be deployed. However, note that this is only feasible if there is not a lot of data to configure on Contact Center Manager Administration 6.0 to setup all the users. Contact Center Manager
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Option 2: Deploy Symposium Web Client 4.5 for each Symposium Call Center Server 4.2 to allow for migrating the historical reports, schedules, and so on from Classic Client to Symposium Web Client 4.5. Upgrade each Symposium Call Center Server 4.2 and Symposium Web Client 4.5 to Contact Center Manager 6.0 in the same schedule maintenance window.
Option 3: Upgrade each Symposium Call Center Server 4.2 to Symposium Call Center Server 5.0. Deploy Contact Center Manager Administration 6.0 in parallel with Classic Client. Migrate Classic Client data to Contact Center Manager Administration 6.0 and uninstall all Classic Clients. Upgrade each Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0.
The benefit of Option 1 is Symposium Web Client 4.5 and Symposium Call Center Server 4.2 can be upgraded to Contact Center Manager 6.0 in one maintenance window. The benefit of Option 2 is Symposium Web Client 4.5 does not need to be deployed prior to the upgrade to Contact Center Manager 6.0 if Classic Client is in use.
Server Utility administration The following diagram displays supported Server Utility administration paths.
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Server Utility 6.0 can be co-resident with Contact Center Manager Server 6.0 and Network Control Center 6.0
A standalone or co-resident Server Utility 6.0 can administer Symposium Call Center Server 5.0, Contact Center Manager Server 6.0, Network Control Center 5.0, and Network Control Center 6.0.
Network Skills-Based Routing (NSBR) The Network Control Center server must be the first server in the network to be upgraded as Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. NSBR is supported on SIP or Communication Server 2x00/DMS in Release 6.0. However, Symposium Call Center Server 5.0 for Communication Server 2x00/ DMS does not support NSBR. It is recommended that you upgrade all servers from earlier releases to Symposium Call Center Server/Network Control Center 5.0 prior to upgrading to Contact Center Manager Server/Network Control Center 6.0 as Network Control Center 6.0 is compatible with Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Network Control Center 6.0 is not compatible with Symposium Call Center Server 4.2.
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Contact Center Manager Administration replication The following diagram displays an example of Contact Center Manager Administration servers replicating. A co-resident Contact Center Manager Administration can replicate to a standalone Contact Center Manager Administration server (see Site D in the following diagram).
Upgrading with replication
If you have a number of Contact Center Manager Administration servers replicating, you are required to stop replication before you can perform an upgrade.
All replicating servers are required to be upgraded within the same scheduled maintenance window.
Replication is not supported between Symposium Web Client 4.5 and Contact Center Manager Administration 6.0.
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Co-resident upgrades On a co-resident machine the Symposium Web Client/Contact Center Manager Administration software must be upgraded at the same time as the Symposium Call Center Server/Contact Center Manager Server software. You cannot have different versions of software on a co-resident machine. For example, you cannot have Contact Center Manager Administration 6.0 and Symposium Call Center Server 5.0 on the same machine. The supported co-resident options are:
Symposium Web Client 4.5 and Symposium Call Center Server 5.0
Contact Center Manager Administration 6.0 and Contact Center Manager Server 6.0
To perform a co-resident upgrade, see the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
Examples of customer configurations Following are customer configuration example to see when planning upgrades. Customer scenario 1 The following customer scenario includes TAPI 3.0 and Symposium Call Center Server 5.0. Classic Client is used to administer Symposium Call Center Server 5.0. Option 1 upgrade steps 1.
Deploy Contact Center Manager Administration 6.0 and migrate all Classic Client data to Contact Center Manager Administration 6.0.
2.
Conduct the following upgrades and installs in the same scheduled maintenance window:
upgrade TAPI 3.0 to Communication Control Toolkit 6.0 upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 install License Manager
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1.
Deploy Contact Center Manager Administration 6.0 and migrate all Classic Client data to Contact Center Manager Administration 6.0.
2.
Upgrade TAPI 3.0 to Communication Control Toolkit 5.0.
3.
Conduct the following upgrades and installs in the same maintenance window:
4.
upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0 install License Manager All users must use Contact Center Manager Administration 6.0 exclusively after this upgrade.
In another scheduled maintenance window, upgrade Communication Control Toolkit 5.0 to Communication Control Toolkit 6.0. Steps 1 and 2 can occur in the same maintenance window.
Customer scenario 2 The following diagram displays a typical mixed network site. The customer has three sites that are networked together.
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Background on Site A
Symposium Call Center Server 5.0 server. The supervisors use Classic Client to administer Symposium Call Center Server and Network Control Center. Symposium Web Client 4.5 is installed on the site, but it is only used by the Call Center administrator for training purposes.
Network Control Center 5.0
Web Client 4.5
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
Background on Site B
Symposium Call Center Server 4.2 server. The supervisors use Classic Client to administer the Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
Background on Site C
Symposium Call Center Server 5.0 server. The supervisors use Classic Client to administer Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and user-created GRTD displays.
The customer purchased Contact Center Manager 6.0 with nodal licenses and purchased the new Report Creation Wizard. The customer plans to upgrade all sites to Contact Center Manager 6.0. The customer plans the implementation to Contact Center Manager 6.0 by initially rolling out Contact Center Manager 152
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Administration to supervisors on Site A before rolling Contact Center Manager Administration out to supervisors at Site B and Site C. The customer carries out nightly backups, but is concerned about what might happen if the call center is down for a long period of time. The customer is considering introducing a form of redundancy. Steps to be performed 1.
Ensure that all the Symposium Call Center Servers, switches, and the Network Control Center are at an acceptable version of software and that each are updated up to the correct level.
2.
In this example, the customer has one Symposium Call Center Server running Symposium Call Center Server 4.2. Upgrade this server to Symposium Call Center Server 5.0.
3.
Identify the user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and custom GRTD displays so that the Classic Client data can be ported to Web Client.
4.
Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 on Site A. Administrators can administer the Symposium Call Center Server 5.0 servers using Contact Center Manager Administration 6.0. Supervisors at all sites who connect to the Network Control Center and Supervisors who connect to Site A must identify and recreate their user-created, user-defined historical reports, scheduled assignments, custom real-time displays, and custom GRTD displays within Contact Center Manager Administration 6.0. (Supervisors may start using Symposium Web Client 4.5 prior to upgrading to Contact Center Manager Administration 6.0 and start migrating the historical reports, scheduled assignments, and real-time displays.)
5.
After all the reports, real-time displays, and schedules are migrated for the Network Control Center, upgrade to Network Control Center 6.0. Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. Network Control Center 6.0 is compatible with both Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0. Because the customer bought nodal licenses, the Network Control Center requires a coresident License Manager.
6.
Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because the customer bought nodal licenses, Contact Center
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Manager Server requires a co-resident License Manager. Use the same license file as the one used on the Network Control Center License Manager. 7.
The supervisors using Site B Symposium Call Center Server must migrate to Contact Center Manager Administration 6.0.
8.
After migrating the supervisors to Contact Center Manager Administration 6.0, upgrade the Symposium Call Center Server 5.0 at Site B to Contact Center Manager Server 6.0.
9.
The supervisors using Site C Symposium Call Center Server must migrate to Contact Center Manager Administration 6.0.
10. After migrating the supervisors to Contact Center Manager Administration 6.0, upgrade the Symposium Call Center Server at Site C to Contact Center Manager Server 6.0. In this example, the Call Center administer may decide to migrate all the Classic Client data to Symposium Web Client 4.5 prior to upgrading to Contact Center Manager Administration 6.0. This decision must be made by each customer. Some factors in making this decision are:
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how many users are currently using Symposium Web Client 4.5
whether training is required in both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0 for many users
estimated amount of time required to migrate Classic Client data
time between the planned upgrade or migration to Contact Center Manager Administration 6.0 and the planned upgrade or migration to Contact Center Manager Server 6.0
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Customer scenario 3 The following diagram displays a customer with three replicating Symposium Web Client 4.5 at three separate sites. The customer wants to upgrade to Contact Center Manager Administration 6.0.
Steps to be performed If the customer wants to keep replication, a technician must be sent to each site so that the upgrade can be performed within the same scheduled maintenance window. 1.
Inform all Symposium Web Client users to log out.
2.
At each site, perform a full backup of the Symposium Web Client 4.5.
3.
Stop replication at each site
4.
Upgrade each site from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0
5.
Restart replication at each site.
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Upgrade to Contact Center Manager Server 6.0 This section describes supported upgrades to Contact Center Manager Server and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Manager Server Installation and Maintenance Guide.
Supported upgrade paths in Contact Center You can upgrade from the following releases of Symposium Call Center Server to Contact Center Manager Server:
from Release 4.2 to 6.0
from Release 5.0 to Release 6.0
from Release 6.0 to 6.0
ATTENTION
Before you install the Contact Center Manager software, you must read the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.
If you are upgrading servers in a network, you must upgrade Network Control Center first because Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0.
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Upgrade from earlier releases The following table lists the supported upgrade paths. Release
Action
1.5
Upgrade to Release 4.2, and then upgrade from Release 4.2 to Release 6.0.
3.0
Upgrade to Release 4.2, and then upgrade from Release 4.2 to Release 6.0.
4.0
Upgrade to Release 5.0, and then upgrade from Release 5.0 to Release 6.0.
Upgrade on the same server versus upgrading to a new server Upgrading on the same server To upgrade from Symposium Call Center Server to Contact Center Manager Server, plan for the server to be offline for 4 to 6 hours, depending on your system and database size. Upgrading to a different server To upgrade from Symposium Call Center Server to Contact Center Manager Server on a different server, keep the old server online while you install the software on the new server. Take the server offline only after you perform the database backup.
Upgrade from a stand-alone server to a co-resident server To upgrade from a stand-alone installation of Symposium Call Center Server 4.2 or 5.0 (Windows 2000) to a co-resident installation of Contact Center Manager Server (Windows Server 2003), follow the instructions in the relevant upgrading or platform migration chapters to upgrade and restore data to the Contact Center Manager Server application. Then, install the co-resident applications (for example, Contact Center Manager Administration) on the same server. Planning and Engineering Guide
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Server requirements for Contact Center Manager Server Before you upgrade to Contact Center Manager Server, ensure that the server meets the requirements for Contact Center Manager Server. Contact Center Manager Server is supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program.
Restore a more recently backed-up database You can restore a more recently backed-up database (4.2 or 5.0) than the database when your new Release 6.0 server is ready to go live. For example, if you upgrade from Contact Center Manager Server Release 4.2 to Release 6.0, but keep the original Release 4.2 server active, then when your Release 6.0 server goes live, you can restore a more recently backed-up database. You do not have to perform another migration. Use the Database Restore utility to restore the database.When the database restore is complete, the Contact Center Manager Server Database Restore utility automatically launches the Server Setup Configuration utility. Verify the configuration information, and then complete the configuration process. Running the server configuration repopulates the database with Release 6.0 data. When restoring a more recently backed-up Release 6.0 database, you do not need to run Server Setup Configuration again.
Deal with call statistics during an upgrade During the upgrade procedure, you must create a backup of your original server database. The database backup is an online operation, so the server remains in service during the backup. However, if the contact center continues to respond to calls after the database backup, then call statistics recorded after the database backup of the original server are missing from the restored database of the new or reconfigured server.
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If your server continues to receive calls after the backup, some call statistics and data pegging are missing from the backup. If it is important that all call statistic and data pegging be migrated to your Release 6.0 server, take the original server offline immediately following the database backup. Ensure that the original server remains offline until you install Release 6.0 and successfully migrate the database back to the same server. If you have to transfer all of your call statistics to the new server, Nortel recommends that you complete the following tasks: 1
Stop the HDM service on the live Symposium Call Center Server. The call statistics files are stored in the file system for use on the migrated Contact Center Manager.
2
Create a new database back up of Symposium Call Center Server.
3
Restore the new database backup onto the Release 6.0 server.
4
Copy the Symposium Call Center Server interval files to Contact Center Manager.
5
Bring the new Release 6.0 server online. The HDM service on Contact Center Manager adds the interval file data to the Contact Center Manager database. The call statistics are restored.
Disk partitioning requirements on the new or reconfigured server The following list describes requirements for the disk partitions on your new or reconfigured server:
The number of database drive partitions on the new or reconfigured server must be the same as or greater than the number on the original server.
The drive partitions must be the same size or larger than those on the original server.
The drive partitions must meet the minimum size requirements for a Contact Center Manager Server.
How you actually partition your disks depends on the hardware configuration of the server on which you are going to run the Contact Center Manager Server. Use the disk partitioning examples in the next section as a guideline.
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Disk partitioning examples Use the following example to understand the disk partitioning requirements. Example: Release 4.x server to Contact Center Manager Server When you upgrade from a Release 4.x server to a Contact Center Manager Server, the new server must have at least as many partitions as the original server. If the original server has partitions C, D, F, and G, then the new server must have at least partitions C, D, F, and G. You can use additional new database partitions. Original drives and partitions
New drives and partitions
C (operating system and pcAnywhere)
C (operating system and pcAnywhere)
D (Contact Center Manager Server)
D (Contact Center Manager Server)
F (database)
F (database)
G (database)
G (database)
The logical disk drive letter assignment of partitioned disks on the new or reconfigured server depends on the server type. For drive letters, see the appropriate installation or configuration guide for the type of server to which you are upgrading. Database size and database expansion When you upgrade from your original server to a new or reconfigured server, the database on the new server is exactly the same size as the database on the original server, even if you create additional or larger database partitions. Contact Center Manager Server does not automatically expand your database into additional or larger database partitions during an upgrade as in earlier releases. For example, if your original server has two database partitions (F and G), and your new server has three database partitions (F, G, and H), you must use the Database Expansion utility to make use of the additional partition (H). Also, if any partitions on your new server are larger than those on the original server, you must use the Database Expansion utility to use the additional space. 160
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License Manager requirements for upgrading to Release 6.0 The Contact Center Manager Administration in an Symposium Call Center Server 5.0 environment uses the existing Symposium Call Center Serve 5.0 keycode. The Contact Center Manager Administration in a Contact Center Manager Server environment uses the License Manager.
Perform upgrades on servers in a networking environment If you are upgrading servers in a network, upgrade Network Control Center first because Network Control Center 5.0 is not compatible with Contact Center Manager Server 6.0. After this is complete, perform the following tasks:
On the Network Control Center server, add all the sites in your multisite contact center using the Configuration (nbconfig) utility on the server. For more information, see the Network Control Center Administrator’s Guide (see the section titled “Configuring the communications database”).
After you complete the preceding step, you can perform upgrades on the remaining servers in the network. To ensure that the Contact Center Manager Server can continue to route calls to other sites after an upgrade, you must perform the following tasks:
On the Network Control Center server, use the Configuration (nbconfig) utility on the server to perform a force synchronization of the Address Table for all the sites in your multisite contact center. For more information, see the Network Control Center Administrator’s Guide.
Ways to save time during an upgrade Most upgrades take place in situations where down time for the server is limited. Here are a number of suggestions to minimize the amount of down time and making the upgrade go more smoothly.
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Perform a trial run of the Database Integrity Check, Platform Recovery Disk creation, and database backup Some upgrades are slowed down when database errors are detected during a Database Integrity Check, or during the creation of a Platform Recovery Disk, which checks for database segmentation problems. Also, if you choose to back up your database to a remote directory, it takes time to set this up and test it. For these reasons, it is good practice to perform a trial run of the Database Integrity Check, Platform Recovery Disk creation, and database backup at least a few days before the upgrade is scheduled. This way, any problems can be detected and resolved ahead of time. Performing trial runs ahead of the upgrade date enables you to estimate the time required to complete each step. Keep in mind that the time required to do a database backup (either to a tape or a remote directory) can vary between the trial run and the actual backup day due to several factors. For example, the amount of data to back up and the amount of customer network traffic can change from day to day. Performing the database restore When you perform the Database Restore beforehand, selecting the Database Integrity check box in the Database Restore window causes the database restoration time to take longer. If you clear the check box to save time, Nortel recommends that you perform the Database Integrity Check at another suitable time before putting your server in service. Other ways to save time during the upgrade To save time during an upgrade:
Configure the network environment before database backup.
Install the new operating system on the new server computer beforehand.
Configure the network environment for restore.
Properly partition the new server.
Contact types Contact types are the media types by which (inbound) contacts arrive into a contact center and by which a contact center sends (outbound) contacts.
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A contact type determines how a contact center handles contacts. An example is e-mail, where a contact center customer sends an e-mail, the contact center receives the e-mail, and the contact center routes the e-mail according to various e-mail-specific rules. If required, an agent with e-mail ability processes the email. Default contact type
Skillset prefix
Description
Voice
none
Default Voice Contact Open Queue-enabled Type Contact Center Manager Server
Supported on
SIP-enabled Contact Center Manager Server E-mail
EM_
Default CCMM email Contact Type
Open Queue-enabled Contact Center Manager Server
Web_Communication WC_
Default CCMM Web communication Contact Type
Open Queue-enabled Contact Center Manager Server
Outbound
OB_
Default CCMM Outbound Contact Type
Open Queue-enabled Contact Center Manager Server
Video
VI_
Default SIP Video Contact Type
SIP-enabled Contact Center Manager
The following rules are enforced in Contact Center Manager Administration:
You cannot delete a default contact type.
You cannot edit the name or the skillset prefix of a default or user-defined contact type.
You cannot edit a default contact type if a skillset or an agent is associated with it.
You cannot edit or delete a user-defined contact type if a skillset or an agent is associated with it.
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You cannot create a user defined contact type with any of the default skillset prefixes: EM_, WC_, OB, or VI_.
When you upgrade, the contact types previously assigned to skillsets are maintained following the upgrade. If you want to modify the skillset name or the assigned contact type (skillset prefix), you have to delete the skillset and recreate it. Example If you have an EM_sales skillset that is for voice only, it remains exactly the same following the upgrade. If you want to create new EM_ skillsets, the new skillsets will be for e-mail contact types NOT voice. You can create EM_ skillsets only on an Open Queue enabled server. If your server is NOT Open Queue enabled, you cannot create new EM_ skillsets.
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Upgrade to Contact Center Manager Administration 6.0 This section describes supported upgrades to Contact Center Manager Administration and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Manager Administration Installation and Maintenance Guide.
Supported upgrade paths in Release 6.0 You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when installed on a Windows Server 2003 platform to Release 6.0 of Contact Center Manager Administration. You must also ensure that you have installed the latest supported Service Pack for Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0. For information about the service packs that have been validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. If your Symposium Web Client 4.5 SUS0601 v1 is supported by a Windows 2000/Advanced Server platform, you must migrate your Symposium Web Client 4.5 to a Windows Server 2003 platform before you can upgrade to Contact Center Manager Administration 6.0. If you have a release of Symposium Web Client prior to version 4.5, you must upgrade to Symposium Web Client 4.5 SUS0601 v1 before upgrading to Contact Center Manager Administration 6.0. For details about upgrading to Symposium Web Client 4.5, see the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Upgrades compared to migrations There is a difference between upgrading and migrating software, as outlined in this section. Upgrades If you already have a version of the Symposium Web Client or Contact Center Manager Administration software installed, and you want to upgrade to the next release of the software on the same operating system platform, then you are performing an upgrade of the software. Migrations If you have Symposium Web Client 4.5 SUS0601 v1 installed on a Windows 2000 Server/Advanced Server platform, and you want to install the Contact Center Manager Administration Release 6.0 software, which is only supported on Windows Server 2003, then you must migrate the data to a new computer that has Windows Server 2003. This new computer must also have Symposium Web Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to Contact Center Manager Administration Release 6.0. Similarly, if you have Symposium Web Client 4.5 SUS0601 v1 installed on your current server and you want to upgrade to Contact Center Manager Administration 6.0 on a new server, then you must migrate your data to the new server either before or after you upgrade the software. It is important that when you are migrating data, you install the same software version and Service Update on the target server. For example, if you have Symposium Web Client 4.5 with SU06 installed on the existing server, you must install Symposium Web Client with SU06 on the target server.
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Compatibility with Contact Center Manager Server and previous versions of Symposium Call Center Server When upgrading and migrating to Contact Center Manager Administration 6.0, you must ensure that all servers are compatible. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration is incompatible with previous releases of Symposium Call Center Server (that is, earlier than Version 5.0 with SUS0504). If you are installing Contact Center Manager Administration 6.0 on a co-resident server, it can only be installed after Contact Center Manager Server 6.0. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0. You can use Contact Center Manager Administration to administer a Release 5.0 Symposium Call Center Server in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later). To administer Contact Center Manager Server 6.0 (or later), you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration.
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The following matrix shows the compatibility between Contact Center Manager Server 6.0 (and previous versions) and Contact Center Manager Administration 6.0 (and previous versions).
Classic Client
Contact Center Manager Symposium Web Administration 6.0 Client 4.5
Symposium Call Yes Center Server 4.0
Yes
No
Symposium Call Yes Center Server 4.2
Yes
No
Symposium Call Yes Center Server 5.0 SUS0504
Yes
Yes, with limitations (see Notes)
No
No
Yes
Contact Center Manager Server 6.0
Notes:
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You can use Contact Center Manager Administration 6.0 to administer Symposium Call Center Server 5.0 with the minimum update of SUS0504, however not all of the features and functionality of Contact Center Manager Administration 6.0 are available in this configuration. For example, the SIP (Session Initiation Protocol), Universal Networking, and Open Queue features are only available when Contact Center Manager Administration 6.0 is administering a Contact Center Manager Server 6.0. Additionally, there are limitations for maximum number of script variables (20), and the character limit on a script (30 000) when a Contact Center Manager Administration 6.0 is supporting a Symposium Call Center Server 5.0 SUS0504.
Contact Center Manager Administration 6.0 is supported in the co-resident configuration only with Contact Center Manager Server 6.0 (for example, Contact Center Manager
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Contact Center Manager Administration 6.0 is not supported in a coresident configuration with Symposium Call Center Server 5.0).
Planning your upgrade The following section describes common upgrade scenarios and the tasks that you must perform to successfully complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0. Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 to Contact Center Manager Administration 6.0 on the same server Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration. Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 on server A to Contact Center Manager Administration 6.0 on server B Nortel does not support a direct migration from Symposium Web Client 4.5 on a source server to Contact Center Manager Administration 6.0 on a new server. That is, you cannot back up Symposium Web Client data on the source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. You have two options for upgrading to Contact Center Manager Administration 6.0 in this scenario. Option 1 is recommended by Nortel because it lets you maintain a fully operational Symposium Web Client on the source server while you perform the upgrade on the target server.
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Option 1 (recommended) 1.
Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source server to the target server using backup and restore.
3.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Option 2 1.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the source server.
1.
Install Contact Center Manager Administration on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Contact Center Manager Administration data from the source server to the target server.
Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows 2000 to Contact Center Manager Administration 6.0 In this scenario, you must use two servers because Contact Center Manager Administration does not support a direct upgrade from Windows 2000/ Advanced Server to Windows Server 2003. 1.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows 2000 platform on the source server to a Windows 2003 platform on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Upgrade access classes and partitions To support the new partition and user options, users created in Symposium Web Client 4.5 need to be upgraded to function correctly in Contact Center Manager Administration 6.0. 170
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This is an automatic process and is integrated into the Contact Center Manager Administration upgrade/install application. The upgrade procedure is logged to the following location on the Contact Center Manager Administration server: Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
Timing The following upgrade times provide guidance on the time required for software upgrade. Upgrade from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on the same server Preinstallation (including operating system installation/configuration): 2.5 hours Upgrading the Server Software: 30 minutes Post upgrade: 1.5 hours Upgrade from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on a new server Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server) Installing the Server Software: 30 minutes Post installation: 1.5 hours These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
DVD Drive: Internal IDE 8X DVD-ROM
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Upgrade to Contact Center Multimedia 6.0 This section describes supported upgrades to Contact Center Multimedia and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia server release 6.0 requires different operating system, and application deployment technologies. If you want to upgrade the database from the previous release, Symposium Web Center Portal Release 4.0, you must install your Contact Center Multimedia software on a new server. You cannot upgrade your Contact Center Multimedia software directly from a previous installation.
The Contact Center Multimedia Technical Requirements and Operating System Configuration guide outlines the requirements for the Contact Center Multimedia server. If your current Symposium Web Center Portal Release 4.0 server currently meets the requirements for the Contact Center Multimedia server and you do not want to keep data from Symposium Web Center Portal Release 4.0, you can upgrade your current server to run Contact Center Multimedia. You must erase all data, including the Operating System from the server, and format the server according to the information provided in Contact Center Multimedia Technical Requirements and Operating System Configuration guide. No Symposium Web Center Portal Release 4.0 information can remain on the server. ATTENTION
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After the data is migrated to the Multimedia database, you cannot return to the previous release.
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What you need The following checklist contains the software and equipment you must have to upgrade Contact Center Manager 6.0:. Description
Done
All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).
❑
The Nortel Contact Center DVD is available.
❑
The Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.
❑
The Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide
❑
The Communication Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.
❑
The name of the server and the location of the Symposium Web Center Portal database are identified, if required.
❑
The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).
❑
The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.
❑
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Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 1 hour
Installing the Server Software: 30 minutes
Post installation: 15 minutes
These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications:
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CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.
DVD Drive: Internal IDE 8X DVD-ROM
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Upgrade to Communication Control Toolkit 6.0 This section describes supported upgrades to Communication Control Toolkit and other important information to consider before you perform the upgrade. For detailed upgrade procedures, see the Communication Control Toolkit Installation and Maintenance Guide.
Assumptions
An upgrade to Communication Control Toolkit assumes the following:The switch is correctly installed, operational, and configured for use with the Contact Center Manager server.
All client/server PCs are operational and running one of the following versions of Windows: Windows Server 2003 Standard Edition Windows Server 2003 Enterprise Edition
All server PCs must use Microsoft TCP/IP.
The Nortel Server subnet is installed and operational.
If using Contact Center Manager in direct connect mode, the ELAN subnet is installed and operational.
The License Manager is installed on the CCMS server or on a standalone server.
Supported upgrade paths Notes: You can upgrade to Contact Center Manager from TAPI Release 3.0 to Communication Control Toolkit Release 6.0
The Contact Center Manager applications and TAPIapplication coexist on the same computer. While it is not possible for more than one application to control the same call, multiple applications may monitor a call owned by another application. In this regard, no distinctions are made between the Contact Center Manager and the TAPI application.
Nortel recommends that you make a backup copy of your m1spdb.mdb file and store it in a safe location any time you perform an upgrade to
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Symposium TAPI SP. Repeat the backup procedure after you complete the upgrade.
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Upgrade requirements This section provides an overview of the items you require to perform an upgrade to Nortel Contact Center Manager Release 6.0. Upgrade on the same server To upgrade to Contact Center Manager on the same server, plan for the server to be offline for between 4 to 6 hours, depending on your system and database size. When you upgrade, you must ensure that the TAPI server is a stand-alone server. You cannot upgrade a TAPI server that is currently running with Symposium Agent. Upgrade to a different server To upgrade to Contact Center Manager on a different server, keep the old server online while installing the software on the new server. Take the server offline only after you have performed the database backup.
Server requirements for Contact Center Manager Release 6.0 Before migrating to Release 6.0, make sure the server computer for the Release 6.0 software meets the requirements for a Contact Center Manager Release 6.0 server.
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Keycode requirements for migrating from TAPI 3.0 to Contact Center Manager Release 6.0 You do not require a new keycode to upgrade from TAPI 3.0.Upgrade features
when performing an upgrade to Release 6.0 To add additional software features when installing Release 6.0, you can obtain a new keycode that includes the new features, and use this keycode when you configure the Release 6.0 server.
System keycode requirements To add additional software features when installing Release 6.0, you can obtain a new keycode that includes the new features, and use this keycode when you configure the Release 6.0 server.
Perform upgrades on servers in a networking environment If you are performing upgrades in the Contact Center Manager networking environment, you must upgrade the Contact Center Manager server at each node. You can upgrade a TAPI network one node at a time (if they are all on TAPI 3.0). Contact Center Manager supports backward-compatibility.
Upgrade scenarios This section outlines the supported upgrade scenarios when installing Communication Control Toolkit 6.0 on an existing system. Upgrade from Communication Control Toolkit Release 5.0 to Communication Control Toolkit Release 6.0 on Windows Server 2003 The installation of CCT 6.0 automatically detects and uninstalls the previous installation of CCT 5.0. The original CCT 5.0 and TAPI configurations are preserved but it is recommended that both the CCT and TAPI database files be backed up prior to starting the migration process.
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Upgrade from Communication Control Toolkit Release 5.0 on Windows Server 2000 to Communication Control Toolkit Release 6.0 on Windows Server 2003 A server upgrade from Windows Server 2000 to Windows Server 2003 is required prior to the installation of CCT 6.0. After Windows Server 2003 is installed, the installation of CCT 6.0 can begin. Upgrade from TAPI 3.0 to Communication Control Toolkit Release 6.0 on Windows Server 2003 The installation of CCT 6.0 will automatically detect the existing TAPI 3.1 installation and will present the option to upgrade to TAPI 6.0. It is recommended that TAPI 6.0 be installed as part of the CCT 6.0 installation. Upgrade from TAPI 3.0 on Windows Server 2000 to Communication Control Toolkit 6.0 on Windows Server 2003 A server upgrade from Windows Server 2000 to Windows Server 2003 is required prior to the installation of CCT 6.0. After Windows Server 2003 is installed, the installation of CCT 6.0 can begin. The installation will automatically detect the existing TAPI 3.0 installation and will present the option to upgrade to TAPI 6.0. It is recommended that TAPI 6.0 be installed as part of the CCT 6.0 installation.
Upgrade options When you upgrade the Contact Center Manager server, you can choose one of three possible installation options.
Contact Center Components
TAPI 6.0
IVR-CTI 3.0
TAPI Connector
Contact Center Manager components
Switch
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Supported functionality
CTI-enabled IVR ports
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between IVR, UUI (incoming only), legacy TAPI clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI networkKnowledge
worker - direct connect Components
TAPI 6.0
TAPI Connector
Contact Center Manager components
IVR-CTI 3.0 is not supported in direct connect mode.
Switch Connectivity
direct connect to CS 1000/Meridian 1
Supported functionality
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between UUI (incoming only), legacy TAPI clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI network
Self Service Components
IVR-CTI 3.0Contact Center Manager components
Switch Connectivity
Avaya
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Chapter 7
LinkPlexer general information In this chapter Overview
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System requirements
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Network architecture
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Features
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Considerations and limitations
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X.25 versus TCP/IP
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Overview This chapter gives a short overview of LinkPlexer 6.0. For detailed information, see the Nortel LinkPlexer Installation and Configuration Guide. LinkPlexer 6.0 is a Windows-based Contact Center application that enables multiple applications to share the same communications session and Communication Server 2x00/DMS resources. Each application operates as if it were directly connected to the Communication Server 2x00/DMS. LinkPlexer 6.0 can connect to the Communication Server 2x00/DMS using the ICM protocol (IP) or CompuCALL (X.25); however, applications connect to LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0, an application that does not support CompuCALL can communicate on the CompuCALL/X.25 interface of Communication Server 2x00/DMS. With LinkPlexer 6.0, applications can share Directory Number (DN) association between different applications. For example:
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An Interactive Voice Response (IVR) application and Contact Center Manager Server can share IVR voice ports. The IVR application controls the ports while Contact Center Manager Server monitors and reports on activity at the ports.
A softphone application, built using Communication Control Toolkit (CCT), and Contact Center Manager Server can share agent positions. The Contact Center Manager Server routes calls to and reports activity at the agent positions while the softphone implements the agent capability.
A voice recorder and Contact Center Manager Server can share an agent position. The Contact Center Manager Server monitors agent activity and call routing at the position while the voice recorder uses the activity to trigger recording.
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System requirements A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a CS 2x00/DMS switch. See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest hardware and software designed especially for the Windows Server 2003 family. See the hardware manufacturer’s Web site to ensure that the operating system is supported. The minimum server requirements are as follows:
Intel Xeon 3GHz
Microsoft Windows 2003
512 MB RAM
18 GB storage
a security iButton (dongle) and keycode
a port (USB, parallel, or serial) for iButton adapter
one network interface card (NIC) If LinkPlexer is co-resident with Communication Control Toolkit, two NICs are required.
If you are using X.25 (CompuCALL), the following requirements are necessary:
two communication ports (only one is required for ICM)
an Eicon card
a pair of Motorola V.3600 modems
LinkPlexer 6.0 is supported on Windows Server 2003 operating system with the service pack number indicated in the readme file. LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing hardware components.
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TCP/IP requirements To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations To install LinkPlexer 6.0, you must have administrator rights on the local server. The minimum switch requirements are:
MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:
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pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply
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Network architecture The following diagram shows the general architecture of LinkPlexer 6.0.
The following diagram shows LinkPlexer 6.0, co-resident with Communication Control Toolkit.
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Features This section describes the main features of LinkPlexer 6.0.
DN association sharing Both CompuCALL and Intelligent Call Management (ICM) limit the association of resources to a single session. Two host applications with simultaneous CompuCALL/ICM application sessions established with a given switch cannot have the same resource associated with the two sessions at the same time. LinkPlexer 6.0 overcomes this limitation by propagating all resource messages from the Communication Server 2x00/DMS to all clients. For example, a dv-call-offered message from the Communication Server 2x00/ DMS is propagated to all applications and not just the client that originally issued the dv-dn-association request.
ICM application multiplexing The Communication Server 2x00/DMS lets a resource be associated with only one link session with the switch. LinkPlexer 6.0 enables ICM applications to share, through TCP/IP, the same session and Communication Server 2x00/DMS resources, and manages messages to and from the switch.
Connectivity of ICM client to CompuCALL LinkPlexer 6.0 supports a single connection to the Communication Server 2x00/ DMS switch, either Ethernet TCP/IP or X.25. ICM-only applications can access CompuCALL equipped systems through this connection. LinkPlexer relays messages to the X.25/ICM link on the switch.
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Messaging LinkPlexer 6.0 tracks each message from an application to the Communication Server 2x00/DMS. The initial response message is sent only to the sending application. Event or unconfirmed type messages are broadcast to all connected applications. An application communicating with LinkPlexer 6.0 operates exactly as if it were connected directly to the Communication Server 2x00/DMS.
DN association management LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated with each application (such as Contact Center Manager Server or Communication Control Toolkit). This ensures that DNs and agent position IDs associated with a particular agent/client connection are not disassociated by a dv-Dn-Associate (delete) message being received from another application. LinkPlexer 6.0 only forwards dv-DN-Associate (add) messages to the Communication Server 2x00/DMS when the DN/agent position ID is not currently associated by LinkPlexer. If it is already associated, LinkPlexer simply sends a RETURN-RESULT message back to the requesting application. LinkPlexer 6.0 only forwards dv-DN-Associate (delete) messages to the Communication Server 2x00/DMS when the requesting application is the last application referencing the DN/agent position ID. If another application is currently referencing the DN/ agent position ID, a RETURN-RESULT message is sent back to the requesting agent/client without forwarding the message to the Communication Server 2x00/DMS. When the last application disconnects, LinkPlexer 6.0 drops and reestablishes the connection to the Communication Server 2x00/DMS. This guarantees synchronization between the device list maintained by LinkPlexer 6.0 and the devices acquired on the Communication Server 2x00/DMS link. The following conditions apply:
The Communication Server 2x00/DMS resources must be configured to ensure uniqueness between DNs and agent positions IDs. The operation of DN association management is not guaranteed for those DN and agent positions that are not unique.
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The define operation of the dv-DN-Association is not supported. Where the define operation is used, LinkPlexer 6.0 does not guarantee DN association management. Neither Contact Center Manager Server nor Communication Control Toolkit use the define operation.
The management of CDN state (DEFAULT, CONTROLLED, REVERT TO DEFAULT) is outside the scope of DN association management. All dv-setCDN-state messages are passed to the Communication Server 2x00/DMS without being processed. Therefore, LinkPlexer 6.0 can permit an application to take control of a CDN that is controlled by another application.
Session management Session management is carried out by LinkPlexer 6.0 and operates as follows:
On service startup, LinkPlexer establishes a connection with the switch and starts a logon session by sending a dv-Appl-Logon message.
When the last application disconnects from LinkPlexer 6.0, the link between LinkPlexer 6.0 and the Communication Server 2x00/DMS is also disconnected. After a short period (less than 10 seconds), LinkPlexer 6.0 reestablishes the connection to the switch and restarts the logon session by sending a dv-Appl-Logon message.
Client connection management LinkPlexer 6.0 manages all application connections. An application connection is any successful socket connection to LinkPlexer 6.0. Each connection uses one LinkPlexer 6.0 license. The number of application connections is limited, by the keycode, to 150. LinkPlexer 6.0 maintains the integrity of the connection between the LinkPlexer 6.0 server and each connected application. This lets LinkPlexer 6.0 free the license when an application disconnects.
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Generation of dv-Set-Offhook-U on behalf of a softphone With LinkPlexer 6.0, multiple applications can monitor and control devices on a single link. With a direct connection to the Communication Server 2x00/DMS (no LinkPlexer 6.0), the application always has knowledge of the operations being performed on a device because the application is responsible for instructing the Communication Server 2x00/DMS to perform the operation. With LinkPlexer 6.0, an application can initiate an operation on a device that negatively impacts another application on the link. While this is a rare scenario, the situation can occur when using a Communication Control Toolkit-enabled softphone. When a physical phoneset is used to make the outbound call, the Communication Server 2x00/DMS sends a dv-set-offhook-U message at the time the physical phone goes off-hook. However, when Communication Control Toolkit is used to make the outbound call, the dv-set-offhook-U message is not generated. Contact Center Manager Server uses the off-hook message to update the realtime display. The lack of data on the real-time display means that contact center supervisors have insufficient information about an agent to differentiate between agents who are Not Ready and agents who are on outbound calls. LinkPlexer 6.0 generates a dv-set-offhook-U message when it receives a RETURN-RESULT reply from the dv-make-call request. The message is sent to all connected applications. For more information, see the Nortel LinkPlexer Installation and Configuration Guide.
Benefits The main benefits of LinkPlexer 6.0 are:
Migration—LinkPlexer 6.0 facilitates the introduction of Nortel applications (such as Contact Center Manager Server) into existing customer CompuCALL or ICM-based networks without the need to displace the existing applications.
Connectivity—LinkPlexer 6.0 provides conversion of ICM to X.25 and vice versa, allowing ICM-only applications to be used with existing CompuCALL links.
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Compatibility—LinkPlexer performs no protocol conversion. Applications conforming to the NIS Q218 CompuCALL/Meridian SCAI Interface Specification can work in a LinkPlexer integrated environment.
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LinkPlexer general information
Considerations and limitations This section describes supported co-residency configurations involving LinkPlexer. In a co-resident configuration with LinkPlexer and Contact Center Manager Server, there is no order of installation dependency. For example, LinkPlexer can be installed before or after the Contact Center Manager Server installation. Note that LinkPlexer has a separate folder on the installation DVD.
Co-residency The following table illustrates the co-resident support of LinkPlexer 6.0 and Contact Center Manager Server. For more information, see the Nortel LinkPlexer Installation and Configuration Guide. Windows NT
Windows 2000
Windows 2003
SCCS 5.0
No
No
Yes
LinkPlexer 1.2
Yes
Yes
No
CCMS 6.0
No
No
Yes
LinkPlexer 6.0
No
Yes
Yes
Windows 2000 is supported for existing customers only. LinkPlexer 6.0 does not require a Windows 2003 service pack. However, Nortel recommends that you install Service Pack 1 and all hot fixes to ensure full security of the server.
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The following table shows co-residency support for LinkPlexer 6.0 and other Nortel applications. LinkPlexer 1.2
LinkPlexer 6.0
SCCS 5.0
Yes
Yes
CCMS 6.0
No
Yes
Contact Center Standby Server
No
No
ICM TAPI Driver 1.1
Yes
Yes
CCT 6.0
No
No
PERI ICM 2.1
No
No
Symposium Agent 2.3
No
No
LinkPlexer 6.0 does operate with PERI ICM 2.04 and Symposium Agent 2.3, but cannot be co-resident with either. Nortel recommends that you install LinkPlexer 6.0 on a separate server for the following reasons:
Reliability—You can make changes to co-resident applications without affecting the status of their link to the switch. This lets contact center activity continue for other applications in the solution.
Troubleshooting—Diagnosis of issues is limited to LinkPlexer. Other applications conflicting with the operations of LinkPlexer software do not have to be eliminated.
For pertinent startup information, see the Nortel LinkPlexer Installation and Configuration Guide. ATTENTION
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LinkPlexer 6.0 and LinkPlexer 1.2 can co-reside; however, there is no advantage to such a configuration. Nortel recommends that you install LinkPlexer 6.0 only and uninstall any previous versions.
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Application considerations Applications connected to LinkPlexer 6.0 must cooperate in controlling common resources:
A race condition can result if two applications attempt to change the state of the same device at the same time.
One application should control the device, others should only monitor events at the device. This is particularly applicable to controlling CDNs. Only one application should attempt to control an individual CDN.
The applications must also be tolerant of receiving events related to resources with which the application is not previously associated for the following reasons:
The impact of receiving these unexpected events is determined through testing the application in a LinkPlexer 6.0 environment.
Applications can still get events on devices they have disassociated.
Applications receive messages about resources that other applications are monitoring.
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Limitations LinkPlexer 6.0 has the following known limitations:
X.25 bandwidth Enhanced Multi-Protocol Controller (EMPC) interface limited to 19,200 bps This is actually a Communication Server 2x00/DMS limitation, rather than a LinkPlexer limitation.
512 invoke IDs invoke IDs are shared between applications LinkPlexer supports a maximum of 512 invoke IDs in either direction LinkPlexer can run out of invoke IDs if switch latency is long This is actually a Communication Server 2x00/DMS limitation, rather than a LinkPlexer limitation.
Remote Alarm Monitoring is not supported
Engineering guidelines Nortel does not recommend connecting more than 10 applications to LinkPlexer 6.0.
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Application Continuity Test Contact Center Manager Server and LinkPlexer applications both support an application invoked continuity test. This is sent by Contact Center Manager Server or LinkPlexer applications to the switch and the switch responds. This continuity test is initiated from the opposite direction of a switch invoked continuity test, but performs the same function from the perspective of the application. In the case of a Contact Center Manager Server to Communication Server 2x00/DMS switch, the continuity test interval is 60 seconds. In the case of LinkPlexer to the switch, you can configure the interval. The default is 600 seconds. It is not mandatory to have both a switch continuity test and an application continuity test running.
Switch continuity test configuration with X.25 The SCAICOMS table indicates what links are waiting for a call request and who the link is expecting the call request from. Nortel recommends that you configure the continuity audit interval (AUDINTVL) to ensure that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS LAB8MPC1 X25 (MPC (0 3 111111111 0 0 0 0 SVC) $)$ MN CR N (ENHASSOC 100) (CONTAUD Y 15 5 10 N)$
Switch continuity test configuration with TCP/IP The SCAICOMS table defines a linkset for use by a switch computer application interface (SCAI) group. This table sets the type and address of the host application.
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Most of Contact Center sites use the TCP host type. The IP address in this table must match the IP address of the host application. If it does not, the switch does not allow logon. With the Enhanced Association (ENHASSOC) feature, a maximum of 100 CDNs can be acquired on this link and associated with a particular ACD group or DN. Nortel recommends that you configure the continuity audit interval (AUDINTVL) so that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS NORTEL TCP 47 104 99 88 N (ENHASSOC 100) (CONTAUD Y 15 5 10 N) $
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X.25 versus TCP/IP The interface provided with the Communication Server 2x00/DMS switch determines whether you use X.25 or TCP/IP. The solution preference is to use TCP/IP rather than X.25 for performance and other reasons.
Linkplexer X.25 modem support Nortel recommends you use the X.25 modems as part of a Contact Center 6.0 Communication Server 2x00/DMS solution. The minimum requirements for the modem are:
Synchronous data support
Compliance with the connectivity requirements for the Communication Server 2x00/DMS switch
Minimum data rate of 19,200 baud is recommended Data rates of 9,600, 19,200 and 48,00 baud are supported Data rates of 14,400 and 36,000 baud are not supported
Nortel recommends the following modems for typical X.25-based application environments:
Motorola V3600
GDC VF28.8
Specific configuration parameters for the recommended modems are included in the LinkPlexer 6.0 Installation and Configuration Guide. You can use an alternate modem if it meets the minimum requirements. If you cannot achieve satisfactory performance with an alternate modem, Nortel can advise you on reverting to one of the recommended options.
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Modem configuration notes The LinkPlexer 6.0 Installation and Configuration Guide. incorporates detailed information on configuration of Communication Server 2x00, Eicon card with LinkPlexer, and modems. It is important that configuration parameters match across the overall configuration. Data rate of 19,200 baud is the only recommended rate since it is considered optimum with respect to speed, delay, and link messaging throughput.
Connectivity requirements for Communication Server 2x00/ DMS The CompuCALL application utilizes the EMPC card (resident on IOC) to support X.25 data links. With direct connections, the EMPC transmits CompuCALL data through a synchronous modem, and then through a loop to the customer premise. Link speeds of 9.6, 19.2, and 64 Kbps are supported. Also, CompuCALL works over an X.25 packet network. In this configuration, you must analyze the performance requirement to ensure that adequate throughput and acceptable delays are provided for CompuCALL messages. For modem interface specifications, see the equipment vendor documentation.
Meridian cabinet cabling restrictions (X.25/V.35) When providing for MERIDIAN SCAI on Meridian Cabinets, X.25 is the interface available for engineering the link from the DIO in the MCEX cabinet to a modem card in the MCGM cabinet. Bulkhead and wiring restrictions between the two cabinets (MCEX/MCGM) exclude the use of V.35 in this configuration. The NT1X89 EMPC CP is located in the MCEX DIO. A cabling interface connects the EMPC to a rack mounted modem in the MCGM cabinet. A tip and ring cable link the modem in the MCGM to MDF cross connect point for customer modem or device.
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If a V.35 interface is required, the EMPC must interface a standalone modem. The modem must be powered from an AC power outlet through an isolation power inverter
Supported configurations for X.25 X.25 supports two configurations:
A direct connection using a modem eliminator (or null modem) for distances of 50 feet or less.
A normal modem connection for distances greater than 50 feet. The following figure shows the X.25 connection configuration to LinkPlexer 6.0.
The supported modem is the Motorola V.3600 modem. For further information about specifications and configuration, see the V.3600 modem user guide, located at http:// www.arcelect.com (you can also use http://www.motorola.com for reference). For more information and procedures for the following, see the Nortel LinkPlexer Installation and Configuration Guide:
Configuring an X.25 connection
Configuring a TCP/IP connection
Installing the Eicon X.25 card
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Capacity engineering These tables list the capacity engineering limits for ICM (IP) and X.25.
ICM (IP) Capacity Engineering The following table lists the ICM (IP) capacity engineering limits. ICM Engineering limits
Recommended GA limits
Active agents
CPH (calls per hour)
Active agents
CPH
3000 See Note 1 and 2
60,000 See Note 2
3350
55,000
4500 See Note 1 and 3
90,000 See Note 3
Note 1: #ICM _agents = ICM_BHCAs * (#agents_CAs per CA)/(# BH agent_CAs per agent) where #agents_CAs per CA = 1 and BH agent_CAs per agent = 20 Note 2: This assumes 10 percent AUXCPU and call model of Simple Screen Pops without Redirects. Note 3: This assumes 15 percent AUXCPU and call model of Simple Screen Pops wihtout Redirects. Note 4: Based on current maximum load tests on the Communication Server 1000 platform.
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X.25 Capacity Engineering The following table lists the X.25 capacity engineering limits. CompuCALL engineering limits Recommended GA limits See Notes 1 and 2 See Note 3
X.25 baud rate (bps)
Active agents
CPH
Active agents
CPH
19200 See Note 1
1300
46,000
800
14,00
Note 1: Nortel recommends 19,200 bps. This is considered optimum with respect to speed, delay, and link messaging throughput. Note 2: Each X.25 link is engineered at 0.4 Erlang. Note 3: There is an existing reference site at ~ 800 agents/16,000 CPH.
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part 2 Server and operating system requirements
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Chapter 8 General requirements In this chapter Overview
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Server naming requirements
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Third-party software requirements
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Operating system updates
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Hardware requirements
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Technical support
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General requirements
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Overview All requirements in this section of the document are applicable to the full list of Contact Center applications:
Contact Center Manager Server
Contact Center Manager Network Control Center
Contact Center Manager Administration
Contact Center Manager Standby Server
Contact Center Multimedia
Contact Center Outbound
Communication Control Toolkit
Contact Center Manager LinkPlexer
Contact Center co-resident configurations
The term Contact Center applications is used to refer collectively to all the applications in the previous list. The term Contact Center application is used to refer generically to any item in the previous list. Media Application Server (MAS) is not platform vendor independent. Contact Center applications can be installed on servers that: 1.
meet the minimum hardware specifications outlined in this document
2.
are included on Microsoft's Compatibility List for Windows 2003 at www.microsoft.com
3.
meet the operating system and third-party software guidelines outlined in this document
4.
meet any other guidelines specified in this document
The content of this part in the Nortel Contact Center Manager Planning and Engineering Guide is identical to the content of the Nortel Contact Center Server and Operating System Requirements Guide. This separate guide is created for easy reference when determining contact center requirements.
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Server naming requirements Server names must adhere to RFC 1123 (Requirements for Internet Hosts) which specifies that a host name must adhere to the following:
Only characters a - z, A - Z, 1 - 9 can be used in a host name
The underscore character (_) and dot character (.) cannot be used
Spaces and hyphens in the host name are not supported
Host names must be 6 to 15 characters in length
Fully qualified domain names must not exceed 255 characters.
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Third-party software requirements Due to the mission-critical, real-time processing performed by Contact Center applications you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in this section. Application class software generally requires a certain amount of system resources and must not be installed on any server running Contact Center applications. The installation of third-party applications may cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on). Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center applications and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the generic guidelines listed in the following section. Depending on the Contact Center application type, there can also be additional antivirus software guidelines in this document.
Generic Guidelines for utility-class software applications The following are generic guidelines for utility-class software:
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During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (see each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows Operating system.
The utility must not cause any improper software shutdowns or out-ofsequence shutdowns.
The utility must not administer the Contact Center application.
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If the utility has its own database, it must not impact the Contact Center application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) used to reclaim memory that is unused by Microsoft must not be used.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center application (for example, it must not cause DLL conflicts). If such conflicts are discovered, a rebuild of the server may be necessary.
The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to putting the Contact Center application into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end-user may be asked to remove third-party software.
Additional guidelines for use of antivirus software Nortel acknowledges that user’s security policies may require the installation of antivirus software on the application server. Nortel selected a representative sample of antivirus software packages and has a policy of performing validation of these products to ensure co-residency with our server application products. The current suite of antivirus products Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust antivirus software
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The following are generic guidelines for the use of antivirus software:
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During SU (service update) installation on both the client and server disable all antivirus functionality (for example, firewalls, [passive] scanning, auto updates, and so on) and do not start antivirus functionality until the entire Contact Center application installation procedure is complete. Re-enable antivirus functionality afterwards, as required.
Infected file quarantine policy on the server and client: antivirus software can be configured to clean up the detected virus automatically and files must be quarantined if a infected files cannot be cleaned. Contact Nortel to verify wether the quarantine file is part of our product files or dependent system file. If a virus is detected, remove the server from the network immediately during virus eradication to prevent further virus propagation.
Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application service updates (SU). This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an additional load on a Contact Center application platform. It is the implementation personnel's responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the platform average CPU utilization to exceed the recommended percentage for longer than 20 minutes, the antivirus software must not be loaded onto the Contact Center application platform.
Nortel does not provide support on the configuration of antivirus software, but offers guidance where possible. Direct questions or problems on antivirus software to the appropriate vendor.
If performance or functionality issues are raised to Nortel support personnel as part of the fault diagnosis process, you may be asked to remove thirdparty utility software or antivirus software. Contact Center Manager
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Operating system updates Operating system updates includes service updates and service packs.
Service updates Given the number of operating system security service updates and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying service updates. 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 service updates into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities and that you promptly install any security service updates issued by Microsoft. Whenever possible, Nortel incorporates the latest operating system security recommendations and service updates in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security service updates when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security service update rollback processes that may be in place. Finally, you must make a full system backup before updating the system to ensure that a rollback is possible, if required. If a Contact Center application does not function properly after you apply a Microsoft security service update, you must remove the service update and revert to the previous version of the application (from the backup you made before applying the service update). For added security, always check to see if Nortel verified the Microsoft service update for its compatibility with Contact Center Manager. Planning and Engineering Guide
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For more information about updating, see Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Compatibility List on Nortel (www.nortel.com).
Service packs Nortel has a policy is to implement co-residency testing of all new Operating Service Packs for compatibility with our suite of Contact Center applications as soon as they are available. In practice, because a service pack may contain a significant amount of new content, Nortel requires that customers wait until compatibility testing is complete before the you apply the service pack. Note that operating system service packs are typically tested with the latest Contact Center application SU and, therefore, an upgrade to a new service pack necessitates an upgrade to the latest Nortel SU. Before uploading a new service pack it is imperative that a full system backup is completed (for system rollback as in the updating scenario). ATTENTION
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Service pack compatibility for all Contact Center applications is documented in Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List on the Nortel Web site at www.nortel.com.
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Hardware requirements The following sections describe the hardware requirements for all servers.
RAID (Redundant Array of Disks) Nortel strongly recommends that all Servers contain a RAID-1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. RAID 1 is the solution highly recommended by Nortel for extra flexibility in providing technical support. Software-RAID (as offered by Microsoft) is not supported.
Uninterruptible Power Supply The use of an Uninterruptible Power Supply (UPS) with a server is permitted. A UPS provides the following benefits:
Reduction in data loss—A UPS shuts down the server gracefully if an interruption in AC power occurs. A graceful shutdown prevents data corruption and reduces the risk of data loss.
Reduction in power dips and spikes—The UPS regulates AC power supplied to the server.
Data backups that are running at the time of shutdown are unusable. UPS requirements
Provides at least 10 minutes of power to stop all services and shut down the server.
Fits physically within the workplace.
Impacts environment minimally.
Applies power to the server when line voltage reaches a stable state.
Recharges before powering up the server if the server is down for a long time.
Is compatible with the operating system running on the server.
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Meets all local regulatory requirements. For the European market, the UPS must generate a pure sine wave AC waveform.
Has hot-swappable batteries. Replacement or capacity upgrades of the batteries must not interrupt service.
Connects to the server through a serial port (not COM1 or COM2) on the server platform or through a network card, depending on the implementation.
Does not affect the Contact Center application software. UPS software must not replace software or drivers installed on the server with different versions. Install only the basic software functions necessary for UPS operation. Do not install advanced features as they can impact the Contact Center application software.
If you install Smart UPS software on the server, it must conform to the guidelines listed in this document for third-party utilities. The documentation, testing, and support of server shutdown and startup with UPS software must be carried out by the provider of the UPS solution.
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Technical support All hardware diagnostics are the responsibility of the hardware vendor. Check with the manufacturer instructions and recommendations before you perform any hardware-related procedure. It is the distributor or end user's responsibility to verify the selected server. This verification includes the following before you install and configure a Contact Center application:
ensure the Platform Vendor Independent system conforms to specifications as listed in this guide
install the operating system
ensuring it is functional—for example, the server starts up correctly, can connect to the network, and so on
The distributor or end user must make an effort to rule out hardware faults before escalating issues into Nortel. During problem diagnosis, Nortel GNTS may ask for test reports carried out on Platform Vendor Independent hardware, or it may be necessary to request the removal of certain software utilities if it is deemed necessary as part of the investigation process. Nortel provides support for the installation and configuration of a Contact Center application and answers questions about the configuration of the operating system and pcAnywhere. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Contact Center Manager Server In this chapter Hardware requirements
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Operating system requirements
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Third-party software requirements
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Platform compliance check utility
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Hardware requirements Contact Center Manager Server release 6.0 offers significant new functionality to consider when choosing a platform to run the Contact Center Manager Server application software. In particular, some of the new features include:
License Manager—Provides the central administration and control of all 6.0 keycoded features across Contact Center Manager Server, Contact Center Multimedia, and Communication Control Toolkit components.
Universal Networking—Provides networking of calls between different switch types
Open Queue—Primary usage is to enable multimedia contact center in conjunction with the Contact Center Multimedia component. If you are installing Contact Center Multimedia, you must enable Open Queue.
The following specifications provide guidelines regarding platform types and the level of functionality supported. These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Coresidency.” Use the Contact Center 6.0 CapTool (Capacity Tool) to determine the platform size required for a contact center configuration. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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Contact Center Manager Server
The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only). Hardware item See Note 1.
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.
Size: < 600 agents, <12,000 calls per hour (CPH) License Manager: Yes
Open Queue: No
Universal Networking: No
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Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
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Hardware item See Note 1.
CPU
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Supported minimum
Recommended minimum
Intel-based CPU, Dual Xeon 2 GHz
Intel-based CPU, Dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk partitioning
See “Disk partitioning requirements” on page 224 for this information.
Hard disk type SCSI or SATA
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SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
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Hardware item See Note 1.
Contact Center Manager Server
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
DVD ROM
one DVD ROM drive one DVD ROM drive
Additional information
Drive letter must be E.
Minimum speed is 4X.
Serial port See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.
one network interface card
ELAN subnet must be 10/ 100 Mb/s Ethernet.
(Network Control Center only requires one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
for legacy isolated ELAN subnet, two network interface cards required
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity
Only Ethernet supported. Token Ring ring not supported.
(Network Control Center only requires one network interface card) Video card
one video card and monitor
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800 x 600 pixels minimum resolution
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Hardware item See Note 1.
Supported minimum
Recommended minimum
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
CPU use For optimal performance, average CPU use must not exceed 50 percent over an interval of 15 minutes.
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RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Additional requirements for Contact Center Manager Server Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is supported on Contact Center Manager Server. You can implement RAID 5 with Contact Center Manager Server; however, RAID 1 is the solution highly recommended by Nortel because the RAID 1 provides maintenance personnel with extra flexibility in providing technical support. Other RAID levels are not supported. Any RAID-specific issues must be addressed by the RAID vendor.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document.
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Disk partitioning requirements The following table provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum and recommended partition sizes are provided. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
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Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
It is possible to locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. However, you may want to keep the database and the Contact Center Manager Server application on different hard disks as it is possible to upgrade each of these components separately.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes
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Operating system requirements The following table provides the operating system compatibility for Contact Center Manager Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
Japanese
Traditional Chinese
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
See Note 2
Windows 2000 Server Datacenter
Not supported
Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Operating system installation and configuration Contact Center Manager Server runs on the Windows Components installed by default in Windows Server 2003 as a standalone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. Installation enables you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must not be installed. If it is installed, it degrades the server's performance. This service is installed by default, so you must remove it while installing or configuring the operating system.
When Contact Center Manager Server is used in a Communication Server 1000/Meridian 1 environment, you must disable all time synchronization features of the operating system to avoid potential call processing outages. See “Configuring the server for daylight savings” on page 227.
Do not install additional services on your server that are not installed by default or covered in this document. See the Contact Center 6.0 Security Guide for detailed guidelines about operating system configuration, available on the Partner Information Center Web site (www.nortel.com/pic).
Configuring the server for daylight savings When Contact Center Manager Server is used in the Communication Server 1000/Meridian 1 environment you must disable all time synchronization features on the operating system to avoid potential call processing outages. Note: Do not apply the steps if you are using Contact Center Manager Server in the Communication Server 2X00/DMS environment or when you are using a Network Control Center server. If you are using a Communication Server 1000/Meridian 1 switch, you must perform the following steps:
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1
Standard 11.12
Click Start > Control Panel > Date and Time. Note: When you select the Internet Time tab in the Date and Time Properties dialog box and click OK without making changes, it sets the startup type of the Windows Time service to Automatic.
2
Click the Time Zone tab.
3
Clear the Automatically adjust clock for daylight saving changes check box.
4
Click the Internet Time tab.
5
Clear the Automatically synchronize with an Internet time server check box. Note: If you perform step 2 after step 4, you will set the startup type of the Windows Time service to Automatic.
6
Click OK.
Disabling the Windows Time service If you are using a CS 1000/DMS switch, also disable the Windows Time service to stop it from running and then attempting to synchronize the CCMS server with a time source. 1
Click Start > Administrative Tools > Services.
2
In the right pane, double-click Windows Tree.
3
On the General tab, in the Service Status area, click Stop.
4
From the Startup type list, select Disabled.
5
Click Apply to save your changes.
6
Click OK.
7
Close the Services window.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements The following sections describe the third-party software requirements for Contact Center Manager Server.
Third-party backup software There are two types of backup on Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for information about procedures that you must complete before you perform a full backup. If you use a third-party backup utility, it must comply with the general third-party software guidelines specified in “Thirdparty software requirements” on page 208. All Contact Center Manager Server services, including the Sybase database SQL server, must be shut down before you perform a full backup. Even though some third-party backup utilities can provide an online backup of all files, including the Sybase database, Contact Center Manager Server does not support an online backup from these third-party backup utilities. You must use the utility included with Contact Center Manager Server to perform all other database backups due to proprietary functions called upon during the backup routine. See the Contact Center Manager Server Installation and Maintenance Guide. Nortel recommends performing a daily database backup.
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Antivirus software Several maintenance tasks are automatically activated on Contact Center Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at an off-midnight time. Similarly, active virus scans must be disabled when you perform diagnostic traces or logs on the server. For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\logs
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
Simple Network Management Protocol (SNMP) alerting on virus confirmation Nortel does not recommend that you activate this feature.
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pcAnywhere Nortel requires that pcAnywhere be installed on the Contact Center Manager Server to provide remote support. A version of pcAnywhere host-only software is shipped with Contact Center Manager Server. Compatibility of pcAnywhere versions and the Contact Center Manager Server release are provided in the following table. pcAnywhere hostonly version
Symposium Call Center Server/ Contact Center Manager Server
pcAnywhere client compatibility
10.5
Symposium Call Center Server 4.2
11, 10.x, 9.x, 8.x
11.01
Symposium Call Center Server 5.0
11.01, 10.x, 9.x,
11.5
Contact Center Manager Server 6.0 11.x Nortel does not supply the pcAnywhere client with its host-only version of pcAnywhere. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Platform compliance check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the Server Application DVD containing the Contact Center Manager Server software. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
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Client hardware requirements
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Disk partitioning requirements
241
Operating system requirements
245
Third-party software requirements
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Platform compliance check utility
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Server hardware requirements The following tables provides the minimum supported hardware requirements for Contact Center Manager Administration and for the associate client machine. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Co-residency.”
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The following table lists the hardware requirements for the Contact Center Manager Administration server (standalone configuration only). Hardware item See Note 1.
CPU
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), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: 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
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Hardware item See Note 1.
Supported minimum
Standard 11.12
Recommended minimum
Hard disk type SCSI, SATA or IDE SCSI or SATA
Additional information
At this time, a SAN (Storage Area Network) configuration is not supported.
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
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
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
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If a floppy disk drive is installed, it must be A.
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
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Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
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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:
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Windows Server 2003 operating system (with a virtual memory of 512 MB x 1.5), including operating system service updates, 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 to less than 20 GB.)
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Disk partitioning requirements There are no specific guidelines or restrictions regarding the number or size of the disk partitions for Contact Center Manager Administration server. Each Contact Center must decide upon its own capacity requirements depending on how the software components are installed. 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. Note the following guidelines for disk partitioning based on disk size requirements:
The minimum hard disk space requirement of 20 GB can be explained as follows. These are approximate figures and vary from contact center to contact center: Windows Server 2003 operating system (with a virtual memory of 512 MB x 1.5), including operating system service updates, 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 to less than 20 GB.)
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Client hardware requirements The following table lists the hardware requirements for Contact Center Manager Administration client. See Notes following table. Hardware item
Supported minimum
Recommended minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Operating System requirements
Windows XP, Windows 2000 professional, and Windows Vista, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
Windows XP, Windows 2000 professional and Windows Vista, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
RAM
128 MB
256 MB
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Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
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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)
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If a floppy drive is installed, it must be letter A.
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This specification is applicable to the Supervisor Client machine but can also be applied to computers that run Agent Desktop displays.
CPU use For optimal performance, average CPU use on both the Contact Center Manager Administration server and the client must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Operating system requirements Server operating system The following tables lists the operating system requirements for Contact Center Manager Administration server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
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.
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
French
German
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: Language packs for Contact Center Manager Administration for French, German, Japanese, and Traditional Chinese are currently available on the DVD.
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Application server operating system installation and configuration Contact Center Manager Administration runs on the Windows Components installed by default in Windows Server 2003, with the following exceptions:
Windows Server 2003 Microsoft Windows Server 2003 with Internet Information Services (IIS) Simple Network Management Protocol (SNMP) Sybase Open Client v.12.5 (required for the Historical Reporting and Contact Center Manager components—supplied by Nortel) The Web client application does not flag event log alarms as SNMP traps. However, you can configure the server to send SNMP traps at an operating system level. The SNMP service is not installed by default, so if it is required, select it while installing or configuring the operating system.
Recommended for diagnostics Nortel recommends the following programs for diagnostics:
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Microsoft Internet Explorer 6.0 or later
Windows 2003 ADSI Edit
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Client operating system The following tables lists the operating system requirements for Contact Center Manager Administration client.
Operating system
Windows 2000 Professional
International versions supported See Note 1.
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Windows Vista Business
English
Windows Vista Enterprise
English
Windows 2003 Standard Edition
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Windows XP Professional
Windows 2003 Enterprise Edition
Planning and Engineering Guide
Minimum service pack
SP4
SP2
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
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Note 1: The client operating system must be of the same language family as the Contact Center Manager Administration server.
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 later
Microsoft Excel 2000 Service Release 1a or later (for configuration component only)
SOAP Client 3.0 (included on the installation CD)
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
248
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements The following sections describe the third-party software requirements for the Contact Center Manager Administration server.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere Nortel requires you to install pcAnywhere on the server to provide Contact Center Manager Administration support through a dial-up modem. Contact Center Manager Administration supports pcAnywhere version 11.5 Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Platform compliance check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the product DVD. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. Note: Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
Contact Center Manager Administration install During the installation of the application server, Platform Compliance Check utility checks for the following software:
Windows Server 2003
IIS with SMTP
Microsoft Active Directory Application Mode (ADAM)
Sybase Open Client v12.5 (required only for Historical Reporting)
Agent Desktop Display During the installation of Agent Desktop Display, Platform Compliance Check utility checks for AP 3.0
Contact Center Manager client At the login screen, Platform Compliance Check utility checks for the following software:
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Internet Explorer 6.0 or later
True dbGrid Pro (Clients using scripting)
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Chapter 11
Contact Center Multimedia— Outbound, E-mail and Web communications In this chapter Server hardware requirements
254
Client hardware requirements
262
Disk partitioning requirements
266
Operating system requirements
268
Third-party software requirements
269
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Standard 11.12
Server hardware requirements Contact Center Multimedia server acts as the server platform for Outbound, email, and Web communications media types. This server is deployed in addition to the Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit requirements. You must install the Windows Server 2003 Language Pack to read some e-mail attachments. For detailed instructions, see the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia software runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. This server runs Microsoft Windows Server 2003 Software Standard Edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported.
.
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After you install the Contact Center Multimedia/Outbound components, you must change to the US English locale to run Contact Center Multimedia on Windows 2003 Server Enterprise Edition or Windows 2003 Server Standard Edition. For information about changing the locale in Windows 2003 Server, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide.
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ATTENTION
Contact Center Multimedia—Outbound, E-mail and Web communications
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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The following table lists the hardware requirements for the Contact Center Multimedia server. Hardware item See Note 1.
Supported minimum
Recommended minimum
Additional information
Configuration For example, Lab Configuration 1: Systems, Training < 200 facilities, and so on. multi-media agents
< 1200 contacts per hour
< 100 KB average attachment size
Configuration 2:
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< 600 multi-media agents
< 2500 contacts per hour
< 100 KB average attachment size
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Hardware item See Note 1.
CPU
Contact Center Multimedia—Outbound, E-mail and Web communications
Supported minimum
Recommended minimum
Intel-based CPU (Xeon or Pentium IV), 2 GHz.
Configuration 1:
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Pentium IV D: TBD
Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Intel-based CPU, Xeon 2.8 GHz Configuration 2: Intel-based CPU, Dual Xeon 2.8 GHz
RAM
2 GB
Planning and Engineering Guide
2 GB
To ensure adequate cache can be provided for the Database, a minimum of 2 GB of RAM is required for the Portal Server in a live traffic environment.
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Hardware item See Note 1.
Supported minimum
Hard disk space
20 GB of physical disk space
Recommended minimum
Recommend 40 GB of logical disk space (80 GB of physical disk space with RAID-1)
20 GB or greater of logical disk space for Operating system, Contact Center Multimedia application software, and attachment storage.
Hard disk drives
258
one physical drive
Standard 11.12
Additional information
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Partition drives according to the requirements in this document.
20 GB or greater of logical disk space for database.
Two separate physical drives: one for the operating system, Contact Center Multimedia application, database software, and attachments, and the second physical drive for the database partition.
Separate physical disks provide reliable and easy recovery in case of disk failure. A RAID-1 implementation covers this requirement.
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Hardware item See Note 1.
Hard disk partitioning
Contact Center Multimedia—Outbound, E-mail and Web communications
Supported minimum
Recommended minimum
See “Disk partitioning requirements” on page 266 for this information.
Hard disk type IDE, SCSI or SATA SCSI or SATA
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD-ROM drive or access to a network-based DVD drive
one DVD-ROM drive or access to a network-based DVD drive
one serial port (for modem access)
one serial port (for modem access)
Serial ports
Additional information
A SAN (Storage Area Network) configuration is not supported.
If a floppy drive is installed, it must be A.
Recommended drive letter is E.
Minimum speed is 4x.
Additional serial ports are required if you want to use a serial UPS. See Note 2.
Parallel port
Not required
Not required
Network interface
one network one network The Nortel server subnet interface card (Nortel interface card (Nortel facing network interface server subnet) server subnet) card must be 100 Mb/s Ethernet. The Contact Center Multimedia server MUST be on the same Nortel server subnet as the Contact Center Manager Server.
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Hardware item See Note 1.
Standard 11.12
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
Backup system for database backup can be either tape drive or networked share
Backup system for database backup can be either tape drive or networked share
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
Standby server The Contact Center Multimedia server has a warm standby server, or Standby server, used for shadowing the Caché database and providing a quick recovery if the primary server fails.
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The Contact Center Multimedia database for the Standby server must be installed on the same drive letter as on the Primary server. The Standby server receives Contact Center Multimedia database updates asynchronously so it does not affect the performance on the Primary server. The Standby server is an optional licensed component that shadows the Contact Center Multimedia database. The hardware, disk partitioning, software, and port usage requirements are the same for the Standby server as for the Contact Center Multimedia/Outbound server. The requirements for the Contact Center Multimedia Standby server are the same as the Contact Center Multimedia server.
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Client hardware requirements Contact Center Agent Desktop and Outbound Campaign Management Tool are clients for the Contact Center Multimedia server. Contact Center Agent Desktop is used by Agents to handle contacts—inbound and outbound voice, e-mail, and Web communications interactions are handled through this client. Outbound Campaign Management Tool is accessed through the Contact Center Manager Administration Web browser and is used by supervisors or administrators to create outbound campaigns and load them into the Contact Center Multimedia server for execution. Contact Center Agent Desktop and Outbound Campaign Management Tool use the .NET Framework v1.1 with .NET Framework Service Pack 1. After .NET Framework and service updates are installed, further deployments of the clients is through Microsoft Internet Explorer URL or SMS deployment. Contact Center Agent Desktop and Outbound Campaign Management Tool require TCP/IP network access back to the Contact Center Multimedia, Contact Center Manager Administration, and Communication Control Toolkit servers— 100 Mb/s connectivity is recommended. For specific network traffic between Contact Center Agent Desktop and Contact Center Multimedia server and Outbound Campaign Management Tool and Contact Center Multimedia server, see the Contact Center Multimedia Installation and Maintenance Guide.
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The following table lists the hardware requirements for Contact Center Agent Desktop and Outbound Campaign Management Tool. Hardware item
Supported minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Operating system requirements
RAM
Typical configuration
Windows 2000 Professional, Windows XP Professional, Windows Vista Business or Windows Vista Enterprise
Windows 2000 Professional, Windows XP Professional, Windows Vista Business or Windows Vista Enterprise
.NET Framework v1.1 with .NET Framework Service Pack 1
.NET Framework v1.1 with .NET Framework Service Pack 1
Internet Explorer 5.0.1 or later
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Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
.NET Framework 1.1 is included in Microsoft Office or you can download it free of charge from www.microsoft.com. The .Net Framework Service Pack 1 is available from www.microsoft.com.
Internet Explorer is required for URL deployment. If Internet Explorer is not used, clients Internet Explorer can be deployed through SMS or other preferred 5.0.1 or later deployment method.
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Hardware item
Supported minimum
Typical configuration
Hard disk space
4 GB
> 4 GB
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Standard 11.12
Additional information
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
Not required
Not required
Network interface
one network interface card
one network interface card
100 Mb/s Ethernet recommended.
Video card
one video card and monitor
video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
keyboard
Mouse
one mouse
mouse
Serial ports
Not required
Not required
If installed, floppy drive letter must be A.
CPU use For optimal performance, average CPU use on the Contact Center Multimedia server must not exceed 50 percent over an interval of 20 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213. 264
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Standard 11.12
Disk partitioning requirements This section describes partitioning for the Contact Center Multimedia Server. The partitioning of the Customer Interface server is beyond the scope of this document, but be careful to align with the partitioning requirements of the Web Server and (optional) Servlet Engine deployed on the Customer Interface server. See the Web Server and Servlet Engine documentation for requirements.
Primary and Extended partitions The operating system resides on the C partition. If there is only one physical disk on the server you are installing, all other partitions (D, F, G, and so on) must be Logical drives within an extended partition. This requirement also applies where a RAID configuration presents one disk to the operating system. See the documentation provided with the operating system for details. The following table lists the recommended Contact Center Multimedia server partitions. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. Windows 2003 Server and pcAnywhere are installed here. You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Drive letter
Minimum size
Recommended Maximum size size
D
8 GB
16 GB
Limited only by the operating system
Notes
An additional NTFS partition on disk 0 or an NTFS partition on a different disk. This partition is used to store the attachment folders. When the NTFS partition is created on disk 0, the disk must be partitioned as the first logical drive in an extended partition. The Contact Center Multimedia software (plus required thirdparty software such as Cache and Java Runtime Environment) is installed on this partition.
E
N/A
N/A
N/A
DVD ROM
F
20 GB
32 GB
Limited only by the operating system
Database and attachments partition. Additional NTFS partition on disk 0 or an NTFS partition on a different disk. When the NTFS partition is created on disk 0, the disk must be partitioned as the second logical drive in an extended partition. The Contact Center Multimedia and Outbound database is installed here.
Do not put the attachment folder on the C partition. When the attachment folder is full, the folder size affects the total operation of the entire system.
The minimum total system disk space for the database is 20 GB. This is critical for the F partition.
The maximum hard disk space for database partitions is 64 GB (65,536 MB).
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Standard 11.12
Operating system requirements Contact Center Multimedia is supported on the following operating systems.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
English
Traditional Chinese
Japanese
See Note 2
Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Traditional Chinese
Japanese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Note 1: The 64-bit version is not supported. Note 2: For Traditional Chinese and Japanese, the US English locale must be used.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Third-party software requirements The following sections describe the third-party software requirements for the Contact Center Multimedia server.
Third-party backup software If you plan to back up your Contact Center Multimedia across the network, be aware that disk capacity affects the speed of the back up and restore. To reduce the speed of a database back up or restore, follow disk capacity requirements on the remote locations. See the Contact Center Multimedia Installation and Maintenance Guide for further details.
Remote computer requirements The remote computer for your database backup can be either a server or a workstation that meets the following requirements:
The operating system must be Windows 2000 Server or Windows Server 2003.
The drive partition for the remote directory must be NTFS.
The directory you use for the backup needs enough space available to hold the backup files.
Network requirements The following are network requirements for Contact Center Multimedia:
The remote computer must be on the same network as the Contact Center Multimedia server.
The network connection must be through the Nortel server subnet. Ensure that the Nortel server subnet has low traffic during the scheduled time for the database backup. If you run the backup when Nortel server subnet traffic is high, the database backup may take longer than planned.
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Standard 11.12
Antivirus software Contact Center Multimedia interfaces to an external e-mail system and enables agents to send attachment files from their computers to the Contact Center Multimedia server. Both these methods of retrieving data are potential sources of software infection. Nortel recommends the following guidelines for antivirus software:
Antivirus software must be installed on the e-mail server to ensure that problems are caught at source.
Agent computers needs antivirus software installed to ensure that attachments sent to the Contact Center Multimedia server do not have a virus. Contact Center Multimedia does not block specific attachment file types. Third-party antivirus software must be installed on the Portal Server according to guidelines in this document for such utilities.
Exclude the Contact Center Multimedia partition from being scanned.
If firewalls on individual computers are enabled on the Contact Center Agent Desktop computer, the Report Listener may be flagged as trying to access the Internet. The properties must be configured to allow access for the Report Listener to Contact Center Multimedia through the firewall.
You must not enable the Microsoft Updater to Auto-Run. Microsoft Updater is set to alert level. This allow you to schedule updates for off-peak hours. WARNING
.
Running a Virus Scan on the Contact Center Multimedia attachment folder, which contains thousands of files, can use up significant proportions of the CPU time on a server and can cause drastic slowdown in agent's response times. Nortel recommends that such scans, if necessary, be run during off-peak hours.
pcAnywhere Nortel requires that pcAnywhere be installed on the server to provide Contact Center Multimedia support through a dial-in modem. With Contact Center Multimedia, the version shipped is pcAnywhere 11.5. The pcAnywhere application is shipped on the Contact Center Manager suite DVD. 270
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Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Communication Control Toolkit In this chapter Hardware requirements
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Disk partitioning requirements
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Operating system requirements
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Third-party software requirements
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Communication Control Toolkit
Standard 11.12
Hardware requirements With Communication Control Toolkit three standalone configurations are possible:
Contact Center/Self-service installation—Used when Communication Control Toolkit is deployed in a Nortel Contact Center environment.
Knowledge Worker (Direct Connect) Installation—A non-Contact Center installation, used where Communication Control Toolkit connects directly to the PBX and provides functionality to knowledge workers.
Self Service installation—Typically used in an environment where a non-Nortel PBX is used, but integration with the Nortel Self Service portfolio is still a requirement.
ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
These specifications are for standalone configurations only. For co-resident configurations, see Chapter 13, “Co-residency.”
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The following table lists the hardware requirements for Communication Control Toolkit (standalone configurations only). Hardware item
Supported minimum
Configuration Note that this specification is the absolute minimum and may not be capable of running larger configurations. See the recommended minimum requirements, which provide details on agent size and call rate capability.
Planning and Engineering Guide
Recommended minimum
Knowledge Worker (Direct Connect) Installation: Maximum Performance specification—2000 agents, 36,000 calls per hour (CPH) with no data or 1600 agents, 24,000 CPH with data attached
Self Service Installation: Maximum Performance Specification—480 IVR ports, 16,000 CPH
Contact Center/Self Service Installation: Maximum Performance Specification—2000 agents, 36,000 CPH with no data or 1600 agents, 24,000 CPH with data attached 480 IVR ports, 16,000 CPH
Additional information
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Communication Control Toolkit
Hardware item
Supported minimum
CPU
Intel-based CPU (Xeon or Pentium IV), 2 GHz
Standard 11.12
Recommended minimum
Knowledge Worker (Direct Connect) Installation: Intel-based CPU, XEON single 2.8 GHz or greater
Self Service Installation: Intelbased CPU, XEON single 2.8 GHz or greater
Contact Center/Self Service Installation: Intel-based CPU, DUAL XEON 2.8 GHz or greater
RAM
2 GB
2 GB
Hard disk space
20 GB of physical disk space
40 GB of logical disk space (80 GB with RAID-1)
Hard disk partitioning
20 GB of physical disk space
20 GB of physical disk space
Additional information
Pentium IV, Intel Xeon (32- and 64bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Hard disk type IDE, SCSI or SATA IDE, SCSI or SATA
A SAN (Storage Area Network) configuration is not supported.
Floppy drive
If a floppy drive is installed, it must be letter A.
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Not required
Not required
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Hardware item
Supported minimum
Recommended minimum
DVD ROM
one DVD ROM
one DVD ROM
Serial ports
not required
not required
Parallel ports
not required
not required
Network interface
one network interface card for Contact Center/Self Service Installation
ELAN subnet must be one network interface card for Contact Center/ 10/100 Mb/s Ethernet. Self Service Installation The Nortel server subnet facing network interface one network interface card must be 100 Mb/s card with the ELAN subnet router connected Ethernet. to the Nortel server The binding order of the subnet (in a Knowledge network interface cards Worker environment) is important. The Nortel
In a Knowledge Worker (Direct Connect) environment, two network interface cards may be required if the ELAN subnet is not connected to the Nortel server subnet through a router. When deploying in Self Service Installation mode with non Nortel PBXs, check network interface Requirements with the appropriate PBX Vendor.
When deploying in Self server subnet card is first, and then ELAN Service Installation mode with non-Nortel subnet. PBXs, check network interface Requirements with the appropriate PBX Vendor.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
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Additional information
800 x 600 pixels minimum resolution
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Standard 11.12
Hardware item
Supported minimum
Recommended minimum
Modem
Modem installation interferes with the Communication Control Toolkit. Do not install a modem.
Modem installation interferes with the Communication Control Toolkit. Do not install a modem.
Additional information
Note: Minimum and maximum paging file size is 2 GB.
CPU use CPU use with all applications running and under peak traffic load must not exceed an average of 70 percent. This CPU limit applies to both standalone and co-resident configurations.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
Additional requirements for Communication Control Toolkit Nortel supports only the manual shutdown and startup of the TAPI server component of Communication Control Toolkit. You must acquire documentation, testing, and support for Communication Control Toolkit before you install the UPS solution.
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High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Standard 11.12
Disk partitioning requirements Multiple Partitions are not required but are supported for the installation of Communication Control Toolkit. Even though you can install the Communication Control Toolkit application on another disk drive, other than the C drive, certain components are still installed on the C drive. These components include the Microsoft SQL Server Desktop Engine (MSDE) and the Communication Control Toolkit configuration database. For multiple disk partitioning configuration, Nortel recommends a minimum of 10 GB free disk space, in addition to the operating system requirements, on the C drive. And Nortel recommends a minimum of 10 GB free disk space on any additional disk drive you install the Communication Control Toolkit application on. This creates a total minimum 20 GB disk size requirement for the Communication Control Toolkit application.
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Operating system requirements Communication Control Toolkit 6.0 is supported on the following versions of operating system as shown in the following table. International versions supported
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
English
Japanese
Traditional Chinese
Windows Server 2003 Release 2, Enterprise Edition, 32-bit
English
Japanese
Traditional Chinese
See Note 1
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 64-bit version is not supported. ATTENTION
CCTIVR must be installed on an English operating system.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Communication Control Toolkit
Standard 11.12
Third-party software requirements The following sections describe the third-party software requirements for the Communication Control Toolkit server.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere pcAnywhere is a remote support software application provided by the Symantec Corporation. pcAnywhere, release 11.5, can be used to connect to the Communication Control Toolkit server in the following ways:
through an Ethernet connection over a LAN
through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
Problems occur if you attempt to connect directly to the TAPI server through a modem because of a potential conflict when a modem driver is on the same server as the TAPI driver. (TAPI is a sub-component of Communication Control Toolkit). Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Co-residency In this chapter Overview
284
Hardware requirements
285
Disk partitioning requirements
291
Operating system requirements
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Third-party software requirements
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Preinstallation compliancy check utility
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Co-residency
Standard 11.12
Overview This section lists the requirements for a co-resident installation. For a coresident installation, Nortel supports only two types of configurations:
Configuration 1—Contact Center Manager Server 6.0 and Contact Center Manager Administration 6.0
Configuration 2—Contact Center Manager Server 6.0, Contact Center Manager Administration 6.0, and Communication Control Toolkit 6.0
Nortel does not support these configurations:
Contact Center Manager Server and Communication Control Toolkit
Contact Center Manager Administration and Communication Control Toolkit
Network Control Center is only configured in standalone mode and cannot be installed co-resident with Contact Center Manager Administration or Communication Control Toolkit. The requirements in this section are applicable to both of the supported configurations listed in this section. ATTENTION
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All requirements listed in this document for standalone installations are valid for a co-resident installation unless they are explicitly superseded by alternative requirements in the following section of the document.
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Hardware requirements The following table lists the hardware requirements for both co-residency scenarios. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
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Co-residency
Hardware item See Note 1.
Standard 11.12
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
License Manager: Yes
Open Queue: No
Universal Networking: No
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Size: < 300 agents < 12,000 CPH
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit not installed.
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit installed.
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
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Hardware item See Note 1.
CPU
Co-residency
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, Dual Xeon 2.8 GHz. Dual Xeon 2.8 GHz.
Additional information
Intel Xeon (32- and 64bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
4 GB
Hard disk space
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 291 for this information.
Hard disk type SCSI or SATA
SCSI or SATA
Hard disk speed
> 7200 RPM
7200 RPM
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RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
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Standard 11.12
Hardware item See Note 1.
Supported minimum
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
Recommended minimum
Additional information
Drive letter must be E.
Minimum speed is 4X.
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card (with the ELAN subnet connected to the Nortel server subnet through a one router)
one network interface card
ELAN subnet must be 10/100 Mb/s Ethernet.
(Network Control Center requires only one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
For legacy isolated ELAN subnet configurations, two network interface cards are required.
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity.
Only Ethernet is supported. A Token Ring is not supported.
(Network Control Center requires only one network interface card) Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
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Hardware item See Note 1.
Supported minimum
Recommended minimum
Mouse
one mouse
one mouse
Modem
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
33.6 KB/s minimum for remote technical support. USB modems are supported.
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Additional information
See Note 3. Backup/ Restore
backup system for database backup can be either tape drive or remote directory
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: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor. Note 3: A modem installation interferes with TAPI. Do not install a modem if TAPI is part of the co-resident installation.
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Co-residency
Standard 11.12
CPU use For optimal performance, average CPU use must not exceed 50 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance.
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Disk partitioning requirements The section provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. This information covers both co-residency scenarios. The minimum and maximum partition sizes are provided in the following table. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
24 GB
32 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows Server 2003 operating system and operating pcAnywhere are installed here. system Communication Control Toolkit and Contact Center Manager Administration are installed on C by default. An alternate location can be selected during the installation. Note that you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Co-residency
Standard 11.12
Drive letter
Minimum size
Recommended Maximum size size
D
8 GB
16 GB
N/A Limited only by the operating system
Notes
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
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It is possible to locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. However, you may want to keep the database and the Contact Center Manager Server application on different hard disks as it is possible to upgrade each of these components separately.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for the co-resident server for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
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Co-residency
Standard 11.12
Operating system requirements The following table provides operating system compatibly for a co-resident installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
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.
See Note 2
Windows Server 2003 Datacenter Edition
Not supported
N/A
Windows Server 2003 Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Operating system installation and configuration See the specific requirements for Contact Center Manager Server, Contact Center Multimedia, and Communication Control Toolkit standalone configurations in this document. The Contact Center Manager Administration requirement for IIS takes precedence over the Contact Center Manager Server requirement, because IIS is a core part of the Contact Center Manager Administration implementation. The updated preinstallation compliancy utility tests for IIS and for the other required components before installation.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Co-residency
Standard 11.12
Third-party software requirements See the specific requirements for Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit standalone configurations in this document.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
pcAnywhere Nortel requires that pcAnywhere be installed on the co-resident server to provide remote support. A version of pcAnywhere host-only software is shipped with Contact Center Manager Server. Compatibility of pcAnywhere versions and the Contact Center Manager Server release are provided in the following table:
pcAnywhere hostonly version
Contact Center Manager Server/ Contact Center Manager Administration/ Communication Control Toolkit
pcAnywhere client compatibility
11.5
All at Release 6.0
11.x
Nortel does not supply the pcAnywhere Client with its host-only version of pcAnywhere. However, you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere. If Communication Control Toolkit is included in the co-resident installation, pcAnywhere can be used to connect to the co-resident server in only the following ways:
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Co-residency
through a dial-up connection into another non-Communication Control Toolkit machine on the domain that provides access to the Communication Control Toolkit server through a LAN
Problems occur if you attempt to connect directly to the TAPI server through a modem because of a potential conflict when a modem driver is on the same server as the TAPI driver. (TAPI is a sub-component of Communication Control Toolkit).
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Preinstallation compliancy check utility To check whether a particular server meets the basic requirements for Platform Vendor Independence, run the Platform Compliance Check utility on the server after the operating system is installed and the drives are partitioned. Platform Compliance Check utility is included on the product DVD. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement. The utility is updated to take into consideration the requirements for a coresident installation. As part of the installation process, you must to decide whether the installation is a standalone or co-resident configuration. The utility uses this information to adjust the list of test cases that are applied. Use the Platform Compliance Check utility in conjunction with the guidelines stated in this document. Even if the utility passes a system, some error conditions can exist.
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SIP-enabled Contact Center In this chapter General requirements
300
Server hardware requirements
302
Disk partitioning requirements
310
Operating system requirements
312
Third-party software requirements
314
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Standard 11.12
General requirements The following sections describe the general requirements for a SIP-enabled contact center.
Dependent platform and switch compatibility The following table displays the SIP platforms available and the release compatibility. Platform
Release
Requirement
MCS 5100
3.0/3.5
SIP Proxy and Registrar
Communication Server 1000 + Signalling Server + NRS
4.5
Nortel Converged Desktop for Enterprise
Communication Server 1000 Call Server
4.5 plus SU
Converged Office—SIP CTI
Communication Server 1000 Signalling Server
4.5 Up-issue
MAS
MAS SE09
See Note 1
See Note 2
Converged Office—SIP CTI X336 hardware compatibility
Note 1: Release 4.5 is minimum Call Server Load and requires Service Updates for SIP CTI support. Note 2: The Signaling Server Up-issue software 4.50.75 and the Multimedia Convergence Manager (MCM) software for Converged Office can be downloaded from the Nortel.
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Switch integration When you install Contact Center Manager Server, SIP is one of the installation options. The three options available are Communication Server 1000 (M1) or Communication Server 2x00 (DMS), or SIP. You can have two Contact Center Manager Server configurations installed on the same Communication Server 1000/Meridian 1 PBX switch with an AML connection, with one instance being a SIP-enabled Contact Center and the second instance being a regular (non-SIP) Contact Center.
Co-residency SIP Contact Center can be co-resident with Contact Center Manager Administration and Communication Control Toolkit. For more information on co-resident application, see “Product compatibility” on page 82.
Upgrade path SIP is a new feature in Contact Center Manager 6.0. Because there are no previous SIP version of Contact Center Manager, there is no upgrade path from Symposium Contact Center Server 5.0 or earlier.
MAS requirements The MAS (Media Application Server, also know as the Media Server) is a piece of dedicated hardware. There is no platform vendor independence information. The software for SIP Contact Center is known as the MAS application. This software is only supported on the X336 server. The MAS application software is a stand-alone application on the MAS. No other MAS software can be installed on the MAS. For more information, see the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0.
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Standard 11.12
Server hardware requirements This section contains the server hardware requirements for standalone and co-resident configurations involving SIP.
Standalone requirements The following table lists the hardware requirements for SIP Contact Center Manager Server (standalone configuration only). Hardware item See Note 1.
Supported minimum
Configuration This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
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Size: < 600 agents, <12,000 CPH
Recommended minimum
Additional information
This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
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Hardware item See Note 1.
CPU
SIP-enabled Contact Center
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, dual Xeon 2.8 GHz. dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
60 GB of logical disk space (80 GB of physical disk space with RAID-1)
80 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk type SCSI or SATA
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
> 7200 RPM
7200 RPM
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Hardware item See Note 1.
Supported minimum
DVD ROM
one DVD ROM drive one DVD ROM drive
Recommended minimum
Serial port
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card connected to the Nortel server subnet
one network interface card connected to the Nortel server subnet
Additional information
Drive letter must be E.
Minimum speed is 4X.
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet. Only Ethernet supported. Token Ring ring not supported.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
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800 x 600 pixels minimum resolution
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Hardware item See Note 1.
Backup/ Restore
SIP-enabled Contact Center
Supported minimum
Recommended minimum
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
Co-resident requirements The following table lists the hardware requirements for SIP Contact Center Manager Server (co-resident configuration only). Hardware item See Note 1.
Supported minimum
Configuration This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
Planning and Engineering Guide
Recommended minimum
Additional information
This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
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Hardware item See Note 1.
CPU
Supported minimum
Standard 11.12
Recommended minimum
Intel-based CPU, Intel-based CPU, XEON 2.0 GHz or dual Xeon 2.8 GHz. Pentium IV 2.0 GHz
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Serial attached SCSI disks are supported.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
4 GB
4 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
60 GB of logical disk space (80 GB of physical disk space with RAID-1)
80 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk type SCSI or SATA
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Hardware item See Note 1.
SIP-enabled Contact Center
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card connected to the Nortel server subnet
one network interface card connected to the Nortel server subnet
Additional information
Drive letter must be E.
Minimum speed is 4X.
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet. Only Ethernet supported. Token Ring ring not supported.
Video card
one video card and monitor
one video card and monitor
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
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800 x 600 pixels minimum resolution
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Hardware item See Note 1.
Backup/ Restore
Standard 11.12
Supported minimum
Recommended minimum
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).
CPU use For optimal performance, average CPU use on the SIP Contact Center Manager Server and must not exceed 50 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Additional requirements for SIP Contact Center Manager Server Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is supported on SIP Contact Center Manager Server. You can implement RAID 5 with SIP Contact Center Manager Server; however, RAID 1 is the solution highly recommended by Nortel because the RAID 1 provides maintenance personnel with extra flexibility in providing technical support. Other RAID levels are not supported. Any RAID-specific issues must be addressed by the RAID vendor.
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Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
High availability Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install SIP Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document.
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Standard 11.12
Disk partitioning requirements The following table provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum and recommended partition sizes are provided. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
16 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows Server 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
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Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
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Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for additional information regarding disk partitioning. Note the following for precise size definitions:
1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes
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SIP-enabled Contact Center
Standard 11.12
Operating system requirements The following tables lists the operating system requirements for a SIP Contact Center Manager Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1
International versions supported
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.
See Note 2 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1
English
French
German
Japanese
Traditional Chinese
See Note 2 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Note 1: The 64-bit version is not supported. Note 2: The SIP Contact Center Manager Server language packs are not supported for French, German, Japanese, and Traditional Chinese.
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Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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Standard 11.12
Third-party software requirements The following sections describe the third-party software requirements for the SIP Contact Center Manager Server.
Third-party backup software There are two types of backup on SIP Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for information about procedures that you must complete before you perform a full backup. If you use a third-party backup utility, it must comply with the general third-party software guidelines specified in “Thirdparty software requirements” on page 208. All SIP Contact Center Manager Server services, including the database SQL server, must be shut down before you perform a full backup. Even though some third-party backup utilities can provide an online backup of all files, including the database, SIP Contact Center Manager Server does not support an online backup from these third-party backup utilities. You must use the utility included with SIP Contact Center Manager Server to perform all other database backups due to proprietary functions called upon during the backup routine. See the Contact Center Manager Server Installation and Maintenance Guide. Nortel recommends performing a daily database backup.
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Antivirus software Several maintenance tasks are automatically activated on SIP Contact Center Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at an off-midnight time. Similarly, active virus scans must be disabled when you perform diagnostic traces or logs on the server. For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\log
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
For MAS, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):
D:\Program Files\Nortel Networks\MAS\ConfMP
D:\Program Files\Nortel Networks\MAS\CStore
D:\Program Files\Nortel Networks\MAS\IvrMP
D:\Program Files\Nortel Networks\MAS\MediaController
D:\Program Files\Nortel Networks\MAS\Mmc
Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Simple Network Management Protocol (SNMP) alerting on virus confirmation Nortel does not recommend that you activate this feature. Planning and Engineering Guide
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pcAnywhere Nortel requires that pcAnywhere be installed on the Contact Center Manager Server to provide remote support. A version of pcAnywhere host-only software is shipped with SIP Contact Center Manager Server. Compatibility of pcAnywhere versions and the SIP Contact Center Manager Server release are provided in the following table. pcAnywhere hostonly version
Symposium Call Center Server/ Contact Center Manager Server
pcAnywhere client compatibility
10.5
Symposium Call Center Server 4.2
11, 10.x, 9.x, 8.x
11.01
Symposium Call Center Server 5.0
11.01, 10.x, 9.x,
11.5
Contact Center Manager Server 6.0 11.x Nortel does not supply the pcAnywhere client with its host-only version of pcAnywhere. However, you can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
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Chapter 15
LinkPlexer 6.0 In this chapter Overview
318
Hardware requirements
319
Operating system requirements
323
Third-party software requirements
325
Planning and Engineering Guide
317
LinkPlexer 6.0
Standard 11.12
Overview This section covers the hardware, operating system, and third-party software requirements for LinkPlexer 6.0. For additional information, see the LinkPlexer 6.0 Installation and Configuration Guide. A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a CS 2x00/DMS switch. LinkPlexer supports co-residency with Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest hardware and software designed especially for the Windows Server 2003 family. See the hardware manufacturer’s Web site to ensure that the operating system is supported.
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Hardware requirements The following table lists the hardware requirements for LinkPlexer 6.0. Hardware item
Supported minimum
CPU
Intel Xeon 3GHz
RAM
512 MB of RAM
Hard disk space
18 GB
Hard disk partitioning one physical drive
Hard disk type
IDE, SCSI or SATA
Hard disk speed
hard drive speed of 7200 rpm from manufacturer's specification
Floppy drive
Not required
DVD ROM
one DVD ROM drive
Planning and Engineering Guide
Additional information
Pentium IV, Intel Xeon (32and 64-bit), Dual core Xeon and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures. Separate physical disks provide reliability and easy recovery in case of disk failure.
Drive letter must be E.
Minimum speed is 4x. 319
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Standard 11.12
Hardware item
Supported minimum
Dongle
security iButton (dongle) and keycode supplied by Nortel
Parallel Port
port (USB, parallel, or serial) for iButton adapter
Network interface
one network interface card (NIC)
X.25
If an X.25 (CompuCALL) interface is required for the DMS, the following hardware is required:
Additional information
If LinkPlexer is co-resident with Communication Control Toolkit, two NICs are required.
X.25 is supported only for existing systems. Nortel recommends that new installations use an IP-only solution for connectivity to the Two communication ports DMS. (only one is required for ICM)
Eicon card
Two Motorola V.3600 modems
Video card
one video card and monitor
Keyboard
one keyboard
Mouse
one mouse
Back up/Restore
N/A
Additional information for LinkPlexer is in the LinkPlexer 6.0 folder and the associated LPConfig.ini file. (No database)
LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing hardware components, except the iButton and holder supplied by Nortel.
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TCP/IP requirements To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations To install LinkPlexer 6.0, you must have administrator rights on the local server. The minimum switch requirements are:
MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:
pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply
CPU use For optimal performance, average CPU use must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
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LinkPlexer 6.0
Standard 11.12
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
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LinkPlexer 6.0
Operating system requirements The following tables provides operating system compatibility for LinkPlexer 6.0.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit
International versions supported
English
English
English
English
See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 1 Windows 2000 Server See Note 2 Windows 2000 Advanced Server
Latest service pack tested by Nortel. See the Symposium Service Packs and Security Hotfixes Compatibility List.
See Note 2 Windows 2000 Server Professional
Not supported
Windows 2000 Server Datacenter
Not supported
Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
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Standard 11.12
Note 1: The 64-bit version is not supported. Note 2: Windows 2000 Server is supported for existing customers only.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
324
Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.
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LinkPlexer 6.0
Third-party software requirements This section lists the third-party software requirements for LinkPlexer 6.0.
Third-party backup software See the relevant third-party documentation for information about the full backup procedure. If you want to use a third-party backup utility, it must be in accordance with the guidelines in Chapter 15, “Third-party backup software.”.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
Planning and Engineering Guide
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LinkPlexer 6.0
326
Standard 11.12
Contact Center Manager
Chapter 16
Replication Server (Standby Server) In this chapter Overview
328
Hardware requirements
329
Disk partitioning requirements
333
Operating system requirements
336
Third-party software requirements
337
Planning and Engineering Guide
327
Replication Server (Standby Server)
Standard 11.12
Overview The Standby Server feature includes the following:
Active Server
Standby Server
Replication Server
This section of the document defines the requirements specifically for the Replication Server component of the Standby Server feature. For detailed procedures for configuring Standby Server, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. ATTENTION
The hardware specifications detailed in this section are for general guidance only. Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you download from the Partner Information Center Web site (www.nortel.com/pic). The tool is in the following location: Home > Technical Support > Contact Center Manager Server > Tools
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Hardware requirements The following table lists the hardware requirements for Replication Server. Hardware item See Note 1.
CPU
Minimum requirements
Typical configuration
Intel-based CPU Intel-based CPU Pentium III 733 Mhz Xeon 2 GHz
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
256 MB
512 MB
Hard disk space
20 GB of physical disk space
40 GB of physical disk space (80 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 333 for this information.
Planning and Engineering Guide
A tool for calculating the required stable queue disk space for a given installation is available from the Partner Information Center (www.nortel.com/pic).
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Hardware item See Note 1.
Minimum requirements
Standard 11.12
Typical configuration
Hard disk type IDE, SCSI or SATA SCSI or SATA
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
one serial port (for modem access) or USB port (if using USB modem)
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
Additional information
At this time, a SAN (Storage Area Network) configuration is not supported.
Optional serial ports, as follows:
If you are using a modem for remote support, rather than a virtual private network (VPN), you require one serial port, configured as COM1. If you are using a USB modem, you require a USB port.
If you use a smart UPS that requires an additional serial port on the server platform, you also need the additional serial port.
Network interface
one network interface card
one network interface card
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
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Hardware item See Note 1.
Minimum requirements
Typical configuration
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
Additional information
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
CPU use For optimal performance, average CPU use must not exceed 70 percent over an interval of 15 minutes.
RAID controller For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Planning and Engineering Guide
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Replication Server (Standby Server)
Standard 11.12
Uninterruptible Power Supply For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible Power Supply,” on page 213.
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Replication Server (Standby Server)
Disk partitioning requirements The following table provides information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum partition sizes are based on the following: 2 GB = 2048 MB 3 GB = 3072 MB 4 GB = 4096 MB The requirements for a call center vary depending on the number of agents, call rate, and other factors. ATTENTION
You must not install any other application class software on the Replication Server computer. For more information about what can be installed on this computer, refer the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Replication Server (Standby Server)
Standard 11.12
Primary and Extended partitions The operating system resides on the C partition. This must be the only Primary partition. All other partitions (D, F, G, and so on) must be Logical drives within Extended partitions. See the documentation provided with the operating system for details. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
N/A
D
8 GB
16 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows Server 2003 operating system and operating pcAnywhere are installed here. system You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Standby Server software is installed here.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
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The following conditions apply:
Additional Stable Queue disk drive partitions can be on separate disks or on the same disk, depending on the customer’s preference and hardware configuration. Nortel has tested Stable Queue partitions on the same drive as C and D, and on different drives.
Create partitions in drives F through U as logical drives within extended partitions, because these partitions are not used for start up.
Ensure that drives F through U have the capacity to support Stable Queues of sufficient size for your contact center. The size of drives F thru U are determined solely by the required size as calculated by the CapTool. These drives can be on the same or different physical disks, depending on user preference. For more information, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Operating system requirements The following table provides the operating system compatibility for Replication Server.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit
International versions supported
English
English
See Note 1 Windows Server 2003 Release 2, Enterprise Edition, 32-bit See Note 1 Windows Server 2003 Datacenter Edition
Not supported
Windows Server 2003 Web Edition
Not supported
Minimum service pack required
Latest service pack tested by Nortel is the recommended minimum. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Note 1: The 64-bit version is not supported.
Microsoft security hotfixes You must ensure that you are running your server with the most current Microsoft patches.
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Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (from Nortel Technical Support Web site) for the list of Microsoft security hotfixes that must be applied.
Backup the entire server, then shut down all Contact Center services before you apply any Microsoft security hotfixes using the Microsoft instructions.
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Third-party software requirements The following requirements apply to third-party software use.
Third-party backup software Third-party backup software is used only for full (offline) backups. To create a full backup, you must use a third-party backup utility such as Microsoft backup utility. See the third-party documentation for information about the full backup procedure, and to the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server for information about procedures that you must complete before you perform a full backup. If you use a thirdparty backup utility, it must comply with the general third-party software guidelines specified in “Third-party software requirements” on page 208.
Antivirus software For antivirus software requirements, see “Additional guidelines for use of antivirus software,” on page 209.
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part 3 Engineer Contact Center components
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Chapter 17
Engineer Contact Center Manager Server In this chapter Overview
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Checklist
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Requirements
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Call load
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MLS and HDX performance impact
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Guidelines to minimize capacity requirements
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Capacity estimation
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Overview You must ensure that the platform on which you plan to install Contact Center Manager Server satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Checklist Engineering tasks When engineering a contact center, you must perform the tasks in the following checklist. ✔
Description
Determine requirements for Contact Center Manager Server. See Chapter 17, “Engineer Contact Center Manager Server.” If Contact Center Manager Server coresides with Contact Center Manager Administration or Contact Center Manager Administration and Communication Control Toolkit, see Chapter 22, “Engineer a coresident server.” Determine telephone switch requirements. See Chapter 24, “Engineer the telephony switch.” Determine network requirements. See Chapter 25, “Engineer the data network.” Determine the requirements of the voice processing system. See Chapter 26, “Engineer the Communication Server 1000 voice processing system.” Determine the requirements of the remote support system. See Chapter 29, “Remote support with a VPN.”
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Hardware configurations Contact Center Manager Server supports hardware that meets the minimum requirements in “Hardware requirements” on page 218, 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. See the Microsoft Web site (www.microsoft.com) for details. For detailed information about server requirements, see the Contact Center Manager Server Installation and Maintenance Guide. Nortel platforms no longer supported You cannot use the following Nortel platforms for Contact Center Manager Server because they do not meet the minimum requirements for Platform Vendor Independence (PVI) for Contact Center Manager 6.0.
701t servers
702t servers
1000t servers
1001t servers
1003t servers
High Availability servers Testing with the 4x00 family of Stratus servers is planned, but not completed when this version of the document was published. Check Helmsman (www.nortel.com/helmsman) for the latest version of this document to review an updated statement of compliance. You can install Contact Center Manager Server on the Stratus 3300, if the 3300 version meets the generic PVI requirements in this document. These servers are available only with Windows Server 2003 (Standard Edition or Enterprise Edition). Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.
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For more information about Stratus, go to www.stratus.com.
Backup and disaster recovery To maximize Contact Center Manager Server uptime, ensure that your hardware platform supports your disaster recovery program. Regular system backups are critical to a disaster recovery program. By provisioning your platform with fault-tolerant hardware (RAID) you can provide additional redundancy for your system. For more information about system backups, see the Contact Center Manager Server Installation and Maintenance Guide.
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Requirements Contact Center Manager Server can be installed in a standalone or co-resident server configuration.
Standalone server requirements For Contact Center Manager Server to run properly in a stand-alone configuration, the server you supply must meet the following minimum requirements. Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the CapTool. For a list of Contact Center Manager Server hardware requirements, see Chapter 9, “Hardware requirements”.
Co-resident server requirements For co-resident server hardware requirements, see Chapter 13, “Co-residency.”
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Call load Together, call complexity and call rate determine the resources (CPU, memory, and so on) required to process the call load.
Call complexity Call complexity is the number of each type of service used by a call. Expected resource consumption Over a period of time, the average number of each type of service per call can be used to estimate the expected resource consumption. For example, if a typical call is queued to an average of two skillsets, the expected resource cost per call is two times the cost of queueing a call to one skillset (provided that the costs are a linear function of call rate). Cost of call services To estimate the resource consumption on Contact Center Manager Server for different call rates, you must define the cost of a basic call, as well as the costs associated with the most typical call operations. These costs are measured and are incorporated in the CapTool calculations. The following conditions apply:
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The cost of a basic call is the resource consumption incurred due to basic call processing (assuming that the agent answers immediately).
The default value for call rate is based on a holding time of three minutes. For example, if you enter 500 logged-on agents in the CapTool, the default value for call rate equals 180, which is 10,000 CPH.
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The following table lists common call services and indicates the typical cost used per call in the hybrid or typical call model for the Communication Server 1000/Meridian 1 PBX and SIP and a complex call model for the Communication Server 2x00/DMS. Communication Communication Server 2x00/ Server 1000/ DMS Meridian 1 PBX
SIP
Parameter
Services per call
Services per call
Services per call
Basic Call
1
1
1
Queue to Skillset
2
2.2
2
Queue to Agent
0
0.1
0
Give Controlled Broadcast (S/S)
1
N/A
N/A (see Notes)
Voice Services Collect Digits
0
N/A
0
Give IVR
1
Give RAN
2
0.5
2
Give Music
1
1.5
1
HDX Send Info
1
1
1
HDX Request/Response
1
0
1
Intrinsics
5
5
6
If/Then’s Executed
5
4
5
Proportion of Calls Transferred
5%
5%
5%
Proportion of Calls Conferenced
5%
15%
5%
Proportion of Calls Transferred to a DN
N/A
10%
N/A
MLS Screen Pops
1.2
1.2
N/A
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Communication Communication Server 1000/ Server 2x00/ Meridian 1 PBX DMS
SIP
Services per call
Services per call
Services per call
MLS Messages
0
0
N/A
Queue to Network Skillset
2
2 (see Notes)
N/A (see Notes)
Parameter
Call load table notes:
For a description of call models, see Appendix D, “Standard call models.”
The number of services per call is an average value taken over all inbound calls (or outbound calls, if that is the context). See the examples presented in “MLS and HDX performance impact” on page 352.
Queue to Network Skillset for Communication Server 2x00/DMS—this value is 0 for nodal sites.
Give Controlled Broadcast (S/S) and Queue to Network Skillset for SIP are not supported in Release 6.0.
Call rate Call rate is the average rate of calls processed by the server. The call rate is measured in Calls Per Hour (CPH) and is a function of the average Call Arrival Rate and Mean Holding Time (MHT). Mean Holding Time is the time that the agent is involved in serving a call. It is the sum of:
average talk time
time required for post-call processing, when the agent is not available to handle other calls
inter-call interval (including union break time, if any)
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Call rate, number of active agents, and MHT are related. Given the same call rate, the more agents there are, the longer the MHT can be. For example, if the call rate is 60 CPH and only one agent is available, the MHT cannot be more than one minute. On the other hand, if there are 60 agents for the same call rate, then each agent can take up to an hour, on average, for a call. The values used in the CapTool for estimating capacity are based on successful call terminations (for example, treatment, available agent, call servicing, call termination), and do not take into account agent activity other than call handling. Use this information to estimate combinations of call rates and workloads that are reasonable. For example, 20 agents handling 25,000 CPH spend, on average, no more than three per call. This is probably unreasonable for a human agent but may be acceptable for an automated voting application.
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MLS and HDX performance impact Contact Center Manager services also impact performance. This section describes the performance of two services, for which many contact centers require detailed information.
Meridian Link Services Meridian Link Services (MLS) is an intelligent signaling link offering computertelephony integration (CTI) applications access to Communication Server 1000/ Meridian 1 PBX call processing functions. CTI applications Many contact center customers require third-party CTI applications that use MLS. Examples of these applications include software phones, Outbound Predictive Dialing, Host Enhanced Routing, and CTI applications such as Contact Center Agent Desktop. CPU impact CapTool helps determine the impact of MLS on Contact Center Manager Server performance. CapTool calculates the CPU impact of issuing passive screen pops, as well as the general impact of MLS usage by applications. Every CTI application that interfaces with MLS sends messages to and receives messages from the telephone switch. The MLS software on the server takes messages from the application en route to the telephone switch and translates them into the protocol understood by the telephone switch, namely the Application Module Link (AML) protocol. Conversely, messages from the telephone switch en route to the application are translated from the AML protocol to the Meridian Link protocol by the MLS software. The Contact Center Manager Server CPU impact, therefore, depends on the rate of exchange of messages between the telephone switch and the application. This message rate is a function of the application and you need it to calculate the CPU usage. When you use CapTool, determine the average number of MLS messages per call for the MLS application.
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Example Consider a predictive dialing application having the following message profile: Message number
From application to telephone switch
1
MakeCall
From telephone switch to application
2
Progress (Trunk seized)
3
Progress (Answered)
4
InitiateTransfer
5
Progress (Ringing)
6
CallOffered
7
Answer
8
Progress (Answered)
9
AnswerIndication
10
Answer Response
11
CompleteTransfer
12 13
Progress (Transfer complete) Release
14
Release Response
If all outbound calls use this application, the number of MLS messages processed per outbound call is 14. To include the impact due to this application in the CapTool model, enter 14 in the Number of MLS messages per outbound call box on the MLS Services input page. If only 75 percent of the outbound calls use this application, and the remaining 25 percent use another MLS application with an average of 20 messages per call, the overall average number of MLS messages per call is (0.75 x 14) + (0.25 x 20) = 15.5 In this case, enter 15.5 in the Number of MLS messages per outbound call box. Planning and Engineering Guide
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Nortel Server Subnet impact To calculate the network traffic MLS contributes on the Nortel Server Subnet, CapTool requires the average message length. (If you do not know the average message length, use 50 bytes per message.) To calculate the average message length for the preceding example, consider the following table. Message length (bytes)
Number per call
Effective length (bytes)
MakeCall
46
1
46
Progress (Trunk seized)
52
1
52
Progress (Answered)
49
2
98
InitiateTransfer
50
1
55
Progress (Ringing)
54
1
54
CallOffered
36
1
42
Answer
28
1
28
AnswerIndication
63
1
63
Answer Response
28
1
41
Complete Transfer
52
1
52
Progress (Transfer complete)
52
1
52
Release
51
1
51
Release Response
50
1
52
14
686
Message type
Total
49
Average
The message lengths in this example do not represent real data.
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The average length per call serviced by MLS is 49 bytes. If all calls receive MLS service, enter this value into the MLS message size box on the MLS Services input page.
Host Data Exchange The host data exchange (HDX) server enables the values of script variables to be sent to or received from a third-party provider application. The following conditions apply:
Third-party provider applications reside on a third-party host computer, and, therefore, are often referred to as host applications.
Nortel provides a provider application that can coreside with Contact Center Manager Server. The Database Integration Wizard (DIW) provides an easy-to-use tool for configuring and customizing the Nortel provider application. (Using the Database Integration Wizard can result in additional Nortel Server Subnet traffic, so use the CapTool application to help analyze your Nortel Server Subnet bandwidth requirements.) For more information, see the Contact Center Manager Database Integration Wizard User's Guide.
For example, a script can: 1.
obtain a credit card number from a caller using IVR.
2.
query the provider application using the HDX API to determine the account balance of the caller.
3.
use the account balance as a variable in the script.
An API known as the service provider API enables a Contact Center Manager user to write custom applications (provider applications) that register with the HDX server to handle back-end processing for the script elements. Two service elements can be invoked in the script:
Send Info
Send Request/Get Response
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The Send Info command sends data to the provider application or the HDX server. The Send Request/Get Response command sends information to and receives information from the provider application. The Send Request/Get Response operation uses approximately twice as much CPU resources as the Send Info operation. CapTool can estimate the CPU and Nortel Server Subnet load. On the Call Complexity input page, enter the average number of Send Info and Send Request/Get Response commands issued per call. This is the average value taken over all incoming calls. Example Suppose that the call rate is 20,000 CPH during the peak hour. Suppose, further, that 40 percent of incoming calls are treated with the HDX service, and of these calls
20 percent use one Send Info command
20 percent use two Send Info commands
30 percent use one Send Info and one Send Request/Get Response command
30 percent use one Send Request/Get Response command
The average number of Send Info commands issued per incoming call is 0.4 x (0.2 + 0.2 x 2 + 0.3) = 0.36 The average number of Send Request/Get Response commands issued per incoming call is 0.4 x 0.3 x 2 = 0.24 Enter these values into the appropriate boxes on the Call Complexity property sheet.
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Cautions If the provider application runs on a slow platform, or if it runs on the same platform as other CPU-intensive applications, the provider application may not be able to handle the Send Request commands quickly enough. As a result, a high volume of messages may become queued in the HDX server. If the queue reaches its size limit, the HDX server terminates the provider session. When this situation occurs, the provider application receives a DXM_SERVER_SHUTDOWN message from the API. A DXM_SERVER_SHUTDOWN message means either of the following:
The session is terminated because the provider application is too slow to respond.
Communication is down because the HDX server is terminated.
If the provider application is too slow, either reduce the incoming Contact Center Manager call rate or run the provider application alone on a faster computer.
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Guidelines to minimize capacity requirements The engineering models used to calculate the capacity requirements of your contact center assume that you follow certain guidelines to minimize the load on your server. (These guidelines apply to both standalone and co-resident servers.)
Steady state operation Steady state refers to an operational state in which average values of the capacity parameters do not change with time. For example, CPU use can vary widely at consecutive time instances; however, if you examine the average values of CPU use measured at consecutive intervals of 20 minutes, during a period of steady state operation, these average values are approximately the same.
Guidelines for steady state operation To ensure trouble-free operation of the server, adhere to the following guidelines for steady state operation:
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Processor CPU—Average CPU usage for any interval of 20 minutes during the peak hour under steady state operation must not exceed 50 percent.
Server RAM memory—Average pages per second (found in the Memory Object of the Performance Monitor) for any interval of 20 minutes during the peak hour under steady state operation must not exceed five.
Server virtual memory—Committed Bytes (found in the Memory Object of the Performance Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—The Microsoft recommendations for physical RAM and virtual memory sizing must be adhered to for optimal performance. For more information, see “Requirements” on page 347 or “Co-resident server requirements” on page 347.
Nortel Server Subnet traffic—Average Nortel Server Subnet use must not exceed the limit specified in “Network traffic” on page 531.
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Guidelines for non-steady state operations A number of non-steady state processes can impact the steady state call processing activity of the server. To minimize their impact, Nortel recommends a number of restrictions:
All non-steady state processes Run only one non-steady state process at any given time. Do not run other applications between 12:00 midnight and 12:30 a.m. During this time, the Historical Data Manager (HDM) service performs data consolidation for monthly, weekly, and daily data. CPU usage for this activity is high.
Activation of the Master script Do not activate the Master script during a busy period. If you must activate the Master script during a busy period, activate all primary and secondary scripts first. Note: If the server is not processing calls, you can activate the Master script without first activating the primary and secondary scripts.
Validation of large scripts Do not validate the Master script or any large script during a busy period.
Agent-to-supervisor assignments Do not run multiple agent-to-supervisor assignments concurrently.
Agent-to-skillset assignments Do not run multiple agent-to-skillset assignments concurrently.
Generation of large reports Generate large reports one after the other rather than concurrently.
Extraction of large amounts of data from the database Generate large data extractions one after the other rather than concurrently.
En masse logon and logoff of agents Spread agent logon/logoff activity over a period of 5 to 15 minutes, and do not perform this activity during the peak busy hour.
Database backup Perform online (for example, database) backups during off-peak hours.
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Checking files for viruses Perform this activity during off-peak hours. For more details, see the Contact Center Manager Server Installation and Maintenance Guide.
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Capacity estimation The following tables show how the Contact Center Manager Server capacity varies with different call loads and standard workloads on a standalone server. The performance metrics are the outputs from the capacity models (the same ones used in the CapTool), which are based on controlled measurements (calibration measurements), as well as high-capacity testing validation results. The tables are constructed using capacity model extrapolations. The values in the following table are estimated with a Contact Center Manager model calibrated with measurements from Symposium Call Center Release 5.0. This document is updated with the Contact Center Manager performance values after the Contact Center Manager calibration measurements are complete. The expected completion is in 2006.
Rated capacity for call processing for different processors Rated capacity is the maximum load that can be sustained at steady state, such that the average CPU use does not exceed 50 percent. The capacity limits for different hardware platforms and different Mean Holding Times (MHT) are shown in the following table. This information applies to Communication Server 1000/Meridian 1 PBX and Communication Server 2x00/DMS, but does not apply to SIP. For these calculations, the following assumptions are made:
There is one Web client for 10 agents logged onto the system. For n agents logged onto the system, the number of Web clients is equal to Ceiling(n/ 10).
The Contact Center Manager Server networking is not enabled.
The RSM is turned on.
There is no Replication Server.
There is no networking.
There are no Real-time API applications.
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The call complexity model is the standard one given in “Call complexity” on page 348.
All parameters are scaled according to number of agents logged onto the system. See Appendix D, “Standard call models.”
Processor
PIV 2.0 GHz
Dual Xeon 2.8 GHz
Dual Xeon 3.4 GHz
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MHT (minutes)
Agents
Peak call rate (CPH)
2
1290
38,700
3
1540
30,800
4
1670
25,050
2
2454
73,620
3
2719
54,380
4
2868
43,020
2
2846
85,280
3
3128
62,560
4
3286
49,290
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Peak sustainable capacity The next table shows the upper limit on processing calls with the same standard call model and assumptions used in the previous section. Peak sustainable call rates for different standard workloads at 50 percent CPU use (CPH)
Processor
1000 Active agents
2000 Active agents
3000 Active agents
PIV 2.0 GHz
45,000
7500
175
Dual Xeon 2.8 GHz
120,000
97,500
28,125
Dual Xeon 3.4 GHz
No practical upper limit
135,000
67,500
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Replication Server The Replication Server and the Contact Center Standby server are optional components that provides redundancy to Contact Center Manager Server. The Replication Server backs up the database on the active server to the Contact Center Standby server in real time. If the active server fails, the Contact Center Standby server can be speedily deployed. The following conditions apply to Replication Server:
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Replication Server applications must run on a dedicated server. They cannot be installed co-resident with anything else.
Where Contact Center Manager Server operates in an Active/Standby pair, neither the Active nor the Standby server can be installed co-resident with Contact Center Manager Administration.
For further information, see Chapter 21, “Engineer a replication server”.
When configuring the Replication Server, the correct Stable Queue size is required for the Contact Center Manager configuration. You can obtain the appropriate Stable Queue size using the CapTool.
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Overview You must ensure that the platform on which you plan to install Contact Center Manager Administration satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Architecture Contact Center Manager Administration uses a three-tiered Internet-based architecture with functionality distributed among various components. The major components of Contact Center Manager Administration include the following:
Contact Center Manager Administration: Communicates with Contact Center Manager and makes information available to the client PCs.
Contact Center Manager Client: Employs a Web-based browser to interface with Contact Center Manager Administration. Contact Center Manager Client is used to administer the server and to monitor contact center performance.
Contact Center Manager Server: Responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
For more information, see Chapter 2, “Contact center architecture.”
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Requirements Ensure that the following requirements are met when installing or upgrading Contact Center Manager Administration:
For Contact Center Manager Administration server hardware requirements, see “Server hardware requirements” on page 236.
For Contact Center Manager Administration client hardware requirements, see “Client hardware requirements” on page 242.
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Contact Center Manager Administration performance The following section describes performance impacts to Contact Center Manager Administration server.
Contact Center Manager Administration CPU impact The analysis in this section applies to a standalone system only. For optimal performance, average CPU use on both the Contact Center Manager Administration server and the client must not exceed 70 percent over an interval of 15 minutes. CPU Model The CPU model implemented in the CapTool consists of four sub-models to account for the major consumers of CPU resources on the Contact Center Manager Administration server:
IIS CPU load
Partitioning CPU load
Unicast traffic transmission CPU load
RTD CPU load from a co-resident Web Client
CPU Model assumptions For this model assume the following:
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The ratio of agents to supervisors does not exceed 10 (that is, 10 agents per supervisor).
Average CPU use does not exceed 70 percent over an interval of 20 minutes during peak usage loads.
The number of requests from each user to Contact Center Manager Administration does not exceed 17 per minute.
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The entire CPU is dedicated to IIS. Other co-resident applications that may impact the CPU, such as Agent Desktop Display, are planned for future inclusion in the model.
To determine the processor required for a Contact Center Manager Administration in your environment, use the CapTool. The CapTool recommends a processor and predicts the CPU impact. To determine the processor required for a client PC, use CapTool. Based on the amount of real-time display traffic, CapTool recommends a processor and predicts the CPU impact. At the time of writing this document, the Partitioning CPU model is not fully implemented in the CapTool. Nortel expects to complete this model in the near future. Additional factors affecting CPU consumption Refresh rates—The minimum refresh rate for real-time statistics on Contact Center Manager Administration is 0.5 seconds. You can adjust this rate to achieve optimal balance between latency and CPU consumption. Historical reports—The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system cannot process the request. This supervisor must try to generate the ad hoc report again later after the first five reports are generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be completed at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
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Parameters not included in the model The CPU use on Contact Center Manager Administration may be impacted by the following parameters, which are not accounted for in the preceding model:
scheduled historical reports
antivirus scanning
backup/restore procedures
Multiple Contact Center Manager Administration systems It is possible to split Contact Center Manager Administration users across multiple platforms. When using the CPU model, each Contact Center Manager Administration must be analyzed individually to determine the CPU loading on each one.
Contact Center Manager Server CPU impact In the worst case, each IIS hit on Contact Center Manager Administration has an associated Contact Center Manager Server direct access database cost because the OAM database access API is bypassed. This additional Contact Center Manager Server CPU incurred cost is measured to be 0.01811 CPU-seconds on a Pentium II 300 MHz on Symposium Call Center Server 5.0 and represents the cost of connecting to and disconnecting from the database. The cost of data extraction is accounted for in the Contact Center Manager Server CPU model.
Contact Center Manager Administration Nortel server subnet/WAN impact The LAN/WAN impact from Contact Center Manager Administration can be divided into two parts:
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RSM multicast data sent from Contact Center Manager Server to Contact Center Manager Administration
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Note: RSM compression is a new option that can now be configured on the Contact Center Manager Server. However, Contact Center Manager Administration does not support RSM compression. If the compression is configured, Contact Center Manager Administration real-time displays will not work. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide
Consolidated Real-Time Display (CRTD) data Contact Center Manager Administration consolidates multicast traffic into a single stream, and sends it to the client PCs in either multicast or unicast format. Note: Because the unicast option has a significant impact on network bandwidth requirements and CPU usage, Nortel recommends that you use multicast mode of network communication where possible. In a network Contact Center Manager Server environment, Contact Center Manager Administration can consolidate traffic from multiple contact center servers. The RSM multicast data streams may originate at local and remote sites, and may be directed to both local clients and remote clients. In this environment, the consolidated display data is known as Network Consolidated Real-Time Display (NCRTD) data.
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Raw data
C
Consolidated data A, B, C, and D are Contact Center Manager Server sites. Contact Center Manager Administration is located at site A.
WAN B
D
Local Contact Center Manager Server
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NCRTD multicast characterization The inputs required to characterize the NCRTD multicast traffic are:
send rates (time intervals in seconds) for each of the following statistics: Agent Application Skillset Nodal IVR Route
the number configured for each of: Active agents Applications Skillsets IVR queues Routes Note: Number of nodes is always equal to 1.
the number of data streams sent for each of the listed statistics. This value is 0, 1, or 2 for each type of statistic. The two types of data streams are Moving Window and Interval-to-date.
NCRTD unicast characterization The inputs required to characterize unicast traffic are the same as those for multicast traffic, with the following additional input: number of unicast connections for each type of statistic (Agent, Application, Skillset, Nodal, IVR, and Route). A separate unicast data stream is required for each unique unicast display on each client. The number of possible unique displays per client is 12— six for Moving Window statistics and six for Interval-to-date statistics. If more than one identical display for a particular statistic type is required on a given client, then only one unicast stream is sent for both. For example, if two Agent/Moving Window displays are opened by the same client, only one Agent/Moving Window data stream is sent. However, if another client PC opens an Agent/Moving Window data stream, a new unicast stream is sent from the server. Two identical streams are open at this point.
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Contact Center Manager Client performance The following section describes performance impacts to Contact Center Manager Administration client.
Contact Center Manager Client CPU impact The real-time displays have the largest impact on CPU performance on Contact Center Manager Client. The input parameters used in calculating Contact Center Manager Client CPU requirements are:
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the refresh rate (assumed identical for each display)
the number of lines displayed (over all displays, including fixed header rows)
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Minimizing CPU load There are several ways to reduce CPU load on the Contact Center Manager Administration server and client.
Contact Center Manager Administration server To minimize CPU load, make the following adjustments in Contact Center Manager Administration:
Reduce real-time display refresh rates.
Stagger scheduled historical reports so that they are not scheduled to run at the same time.
Schedule large reports to run at off-peak hours.
Schedule antivirus scanning to occur at off-peak hours.
Perform backup/restore procedures at off-peak hours.
Contact Center Manager Administration client To minimize CPU load, make the following adjustments in Contact Center Manager Client:
Reduce real-time display refresh rates.
Configure the client to display less data by using data partitioning and filtering.
If the parameters are exceeded, you can use more than one Contact Center Manager Administration, and you can split Contact Center Manager Administration users across the multiple Contact Center Manager Administration servers.
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Contact Center Manager
Chapter 19
Engineer Contact Center Multimedia In this chapter Overview
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Checklist
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Windows networking requirements
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System network configuration
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Integrating the external Web server
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Overview You must ensure that the platform on which you plan to install Contact Center Multimedia satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Contact Center Multimedia server Contact Center Multimedia delivers Outbound, e-mail, and Web communication to the contact center. Outbound campaigns are created through the Outbound Campaign Management Tool, which is accessed though Contact Center Manager Administration. An outbound campaign is loaded on the Contact Center Manager database where it routes contacts to skillsets for queueing to specific agents based on priority. Contact Center Multimedia server provides an e-mail manager that monitors specific e-mail boxes and routes incoming e-mail from the database to skillsets for queueing to specific agents based on skills based routing. Contact Center Multimedia server provides Web services for integrating your Web site with the contact center. The Web services features text chat and scheduled callback (known as click-to-call). This chapter covers how to plan your contact center for Outbound, e-mail, and Web communications. The following conditions apply:
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Outbound, e-mail, and Web communications are not supported in SIPenabled contact centers.
Outbound, e-mail, and Web communications are not supported with Communication Server 2x00 switches.
Networking for multimedia and outbound contacts is not supported.
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Checklist When you plan a contact center, the tasks you perform depend upon the components you plan to use. For base systems, perform the tasks in the following checklist. Description
✔
Determine the Windows networking requirements. See “Engineer the e-mail server” on page 551. Determine the system network configuration. See “System network configuration” on page 390. Determine hardware requirements for Contact Center Multimedia. See Chapter 9, “Hardware requirements.” Determine the requirements for Communication Control Toolkit. See Chapter 20, “Engineer Communication Control Toolkit.” Determine disk space requirements for Contact Center Multimedia. The server requirements depend on agent numbers and anticipated contact volume. Storage space must take into account the space requirements for attachments to e-mail. For more information, see “Calculating disk storage requirements” on page 395. (Optional—only for e-mail) Determine the requirements for the e-mail server configuration and mailboxes. For more information, see “Engineer the e-mail server” on page 551. Determine the telephone switch requirements. See “Engineer the telephone switch for multimedia” on page 555. Unless otherwise specified, references to the Communication Server 1000 telephone switch also apply to the Communication Server 1000M telephone switch.
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✔
Description
Determine the skillset requirements for the system and routing requirements within Contact Center Multimedia and in Contact Center Manager Server scripting. For more information, refer to Chapter 27, “Engineer Contact Center Manager for multimedia.” (Optional—only for Web communications) Determine the requirements for integrating the your Web server with the Contact Center Multimedia Web services. For more information, see “Integrating the external Web server” on page 398. For Outbound, e-mail, and Web communications, refer to the Contact Center Manager Installers Roadmap, on the Partner Information Center (www.nortel.com/pic).
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Contact Center Multimedia hardware requirements For Contact Center Multimedia server hardware requirements, see “Server hardware requirements” on page 254. For Contact Center Agent Desktop and Outbound Campaign Management Tool hardware requirements, see “Client hardware requirements” on page 262.
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Windows networking requirements Before you install Contact Center Multimedia, your network administrator must configure your Microsoft Windows network.
Simplest configuration In the simplest configuration, the network administrator adds your Contact Center Multimedia and Communication Control Toolkit servers to the domain forest of the Contact Center Agent Desktops. The following graphic shows a single domain configuration.
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Multiple-domain configuration Optionally, the network administrator can put the Contact Center Multimedia server, the Communication Control Toolkit server, or both, into a different domain than the Contact Center Agent Desktops. However, each of these domains need a two-way trust relationship with the others. If all domains are in the same forest, then a two-way trust is automatically setup between the domains. For example, if you have three domains, one containing your Contact Center Multimedia server, one containing your Communication Control Toolkit server, and one containing your Contact Center Agent Desktops, the following conditions must be true:
The Contact Center Multimedia domain needs a two-way trust relationship with both the Communication Control Toolkit and Agent Desktop Display domains.
The Communication Control Toolkit domain needs a two-way trust relationship with both the Contact Center Multimedia and Contact Center Agent Desktop domains.
The Contact Center Agent Desktop domain needs a two-way trust relationship with both the Contact Center Multimedia and Communication Control Toolkit domains.
A two-way trust relationship between two domains means that members of both domains have access to the resources of the other domain without having to log on to that domain. For example, in a two-way trust relationship between the Contact Center Multimedia and Communication Control Toolkit domains, members of the Communication Control Toolkit domain have access to the resources of the Contact Center Multimedia domain, and members of the Contact Center Multimedia domain have access to the resources of the Communication Control Toolkit domain. For more information about trusts, refer to the Communication Control Toolkit Installation & Maintenance Guide and the Microsoft Web site (www.microsoft.com).
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The following graphic shows a multiple domain configuration.
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Windows configuration checklist When configuring the Microsoft Windows network, the network administrator must complete the tasks in this checklist. For more information about completing these tasks, refer to the Contact Center Multimedia Installation and Maintenance Guide. Configuration task
✓
Configure the Communication Control Toolkit desktop Configure Agent Roaming
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System network configuration This section provides an overview of the Contact Center Multimedia system network configuration. For more information about configuring Contact Center Multimedia, refer to the Contact Center Multimedia Installation and Maintenance Guide and the Contact Center Manager Server Installation and Maintenance Guide.
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Contact Center Multimedia network configuration The following illustration shows a sample Contact Center Multimedia network configuration. CRM
E-mail server MS Exchange, Lotus Domino, and so on. Fax, SMS Gateway Outbound Campaign Manager tool
POP3
WWW
Web Services fo third-party System Integration. Third Party applications (for example CRM and IVR)
Web Services Web Communications External Web Server
SMTP
Contact Center Multimedia server E-mail manager E-mail touch point Auto-acknowledgment /Auto-response Keyword analysis
Contacts database (Geographic redundancy using database shadowing to a remote site)
Contact Center Multimedia web services
Contact manager client Agent user interface Web server
Contact queued
Contact Center Manager Server Open Q Multimedia queuing and routing
Contact scripting and queuing
SOAP/XML (SLL encrypted)
Contact Center Manager Administrating and Reporting Consolidated voice and multimedia skillset/agent reports
Contact Center Agent Desktop
Reporting Statistics stream
Communication Control Toolkit (switch independent Firewall Friendly CTI)
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ELAN Subnet
Unified Admin and Reporting
Contact Center Manger Admin
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CCT
Contact queued (RPC)*
Open Queue
Contact Scripting & Queuing
*Firewall not supported between CCMS and CCMM servers
CMF
Reporting
Contact Center Manger Server
(1972) for reporting
Statistics Stream
Call Server
E-mail Touch Point
Open Queue Client
Routing Switch
80/443
Internet
Firewall (Optional)
Agent Desktop CCAD
SMTP 25 POP3 (110)
SOAP/XML 80/443 Contact pushed to agent via CCT (29373)
CCM Web Services
Agent UI/ Web Server
Contacts Database
Keyword Analysis/ Rules Engine
Auto-Ack/ Autoresponse
Contact Center Multimedia Server
Customer LAN
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Signaling Server
Firewall
MS Exchange, Lotus Domino, etc, Fax, SMS Gateway
E-mail Server
Enterprise LAN / WAN
HTTPS/HTTP
Web communication server
3rd Party App (CRM/IVR)
External Web server
Outbound Campaign Manager Tool
CRM
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Contact Center Multimedia port requirements The following diagram shows an overview of the TCP ports required for Contact Center Multimedia.
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Contact Center Multimedia ports Port
Host
1972
Contact Center Contact Center Multimedia Server Manager Administration Server
Contact Center Port opened on Multimedia Cache database for database reporting
110
E-mail server
E-mail Manager
E-mail server POP3
Receiving e-mail
995
E-mail server
E-mail Manager
POP3 over SSL (optional)
Receiving secure e-mail (optional)
25
E-mail server
E-mail Manager
SMTP
Sending e-mail
80
Contact Center Any Web services SOAP protocol Multimedia Server client (Contact Center Agent Desktop, OCMT, and third-party Web services
Accessing http Web services
443
Contact Center Contact Center Multimedia Server Agent Desktop
SOAP over SSL
Accessing encrypted (https) Web services (optional)
Communication Control Toolkit
Remote access from clients to Communication Control Toolkit server (for Contact Center Agent Desktop application)
29373 Communication Control Toolkit Server
Client
Network interface
Contact Center Agent Desktop
Functionality
All the listed ports are configurable.
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Bandwidth recommendations Nortel recommends that the average Nortel server subnet usage not exceed 30 percent of the total bandwidth. This includes all the traffic (even customer traffic). The e-mail servers can be remote, but, if they are, the latency and bandwidth of the connection to these servers result in slower throughput of the overall system.
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Calculating disk storage requirements This section lists the database files used by Contact Center Multimedia and provides database capacity calculations. For more information about database requirements, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide.
Required database files When you install the Contact Center Multimedia server component, you install the files required to operate the database. These files include:
CACHE.DAT in the Nortel\Contact Center\MMDatabase folder. This stores the Contact Center Multimedia data.
Nortel\Contact Center\Journals folder is created at install time. This folder contains the Database Journal Files, these are used for Geographic Redundancy.
Nortel\Contact Center\ShadowJournals folder is created at install time. This folder is used if Geographic Redundancy is configured and this server is running as the Redundant server.
During the installation you can select the drive letter that these folders or files are on. The folder information is fixed. The CACHE.DAT file grows dynamically as the volume of data in the database grows. Initially it is just under 45 MB. One million contacts take approximately 20 GB of space. The Journal files are deleted after seven days. Therefore, the maximum size of this folder is determined by the number of contacts that arrive in a seven-day period. The space taken is in proportion with the one million available contacts in 20 GB space.
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Transaction log size Transaction records are stored in the SWCP_logdev.da file. This file is 10 GB in size, and holds up to 750,000 transactions. Nortel recommends that you purge the database when the Dashboard utility warns you that the database is at 80 percent capacity.
E-mail attachment storage E-mail attachments are stored in the attachment folder. The disk space required to store attachments is calculated as Disk = * * *
space for e-mail attachments in MB number of e-mails per day percent with attachment average attachment size in MB number of days before purging
Example Following is the disk storage calculation for a contact center that receives 9000 e-mail every day, where 30 percent of the e-mail have an attachment averaging 0.5 MB in size, and attachments are stored for 10 days before they are deleted. Disk space for e-mail attachments in MB = 9 000 * 0.02 * 0.5 * 10 = 900 MB
Maximum number of days before purging or archiving The maximum number of days before you must purge or archive the database can be determined given the total amount of disk space in GB available (TGA):
where
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ndpMax is the maximum number of days before you must purge or archive the database
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nts is the number of text chat sessions per day
nemd is the number of e-mail sessions per day, which is calculated as (# of e-mail/agent/day)*(# of agents)
is the ceiling function (least integer greater than or equal to the expression)
2,000,000 represents the 2 GB allocated for the e-mail attachments
Notes: 1.
Remember that when you purge the database, you permanently remove the information from the database.
2.
You can use the Dashboard utility to monitor the services in your system. For more information, refer to your Contact Center Multimedia Installation and Maintenance Guide.
Example If, on an average daily basis, there are 20,000 transaction records, 4000 text chat sessions, and 5000 e-mail sessions with no attachments, the maximum number of days that can be tolerated before purging for a 10 GB (10.24) disk space availability is given as
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Integrating the external Web server Before you install the Contact Center Multimedia components on the External Web server, you must consider the following:
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Web traffic estimates (including LAN traffic)
Contact Center Multimedia provides a sample customer interface. You must have a Web designer modify and integrate your Web site to enable transactions to enter Contact Center Multimedia. For more information, refer to the Contact Center Multimedia Installation and Maintenance Guide.
Contact Center Multimedia Web server integration with the Contact Center Multimedia server is through HTTP protocol, which is transported through Port 80 or Port 443 if though SSL. These are standard ports and do not need any special firewall configuration.
Contact Center Manager
Chapter 20
Engineer Communication Control Toolkit In this chapter Overview
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Hardware requirements
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Operating system configuration requirements
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Capacity
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Guidelines to minimize capacity requirements
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Client requirements
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Communication Control Toolkit and ICM configuration
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Overview You must ensure that the platform on which you plan to install Communication Control Toolkit satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Hardware requirements For a list of Communication Control Toolkit hardware requirements, see Chapter 12, “Hardware requirements”.
CPU requirements Communication Control Toolkit requires a processor from the Intel Pentium suite. For optimal performance, average CPU use must not exceed 70 percent over an interval of 20 minutes. It is expected and normal for CPU use to exceed 70 percent (with use as high as 100 percent) for short periods. As the number of agents, number of resources, and call loads increase, the speed of the processor required to maintain average CPU use below 70 percent also increases.
Hard disk requirements Communication Control Toolkit requires at least 2 GB of hard disk space for installation. The Communication Control Toolkit installer requires a minimum of 128 MB free on the C drive, regardless of the location of the target installation drive. This minimum size is due to the installer requiring a temporary directory on the C drive from which to work. When you install the Communication Control Toolkit server, ensure that you have enough space allocated for the Communication Control Toolkit database. The Communication Control Toolkit database is installed on the default drive in the Program Files\Microsoft SQL Server\MSSQL$VCNNCCTDB directory. You must have a minimum of 68.1 MB in this directory to install the Communication Control Toolkit database; however, the database can reach a maximum size of 2 GB.
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Memory requirements The following section details the RAM requirements and paging file size recommendations for Communication Control Toolkit. RAM requirements Communication Control Toolkit requires at least 1 GB of RAM. Additional RAM may be required for systems with a greater workload. To determine whether the amount of memory on your platform is adequate for your workload, use the Windows Performance Monitor. During steady state operation, the average value of the pages per second counter for a 20-minute period must not exceed 5. If it does, increase RAM and adjust the paging file size (see “Paging file” on page 403). You can use more than the recommended amount of RAM, but allow additional disk space to accommodate the increase in size of the paging file (see the following section). Paging file The following table shows the default paging file sizes set during the Windows installation.
Server RAM size
Minimum paging file size
Maximum paging file size
2 GB or greater
2 GB
2 GB
For a system with 2GB of RAM, the default minimum paging file size is 2 GB and the default maximum paging file size is 2 GB. To optimize performance, however, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Therefore, Nortel recommends that both the minimum and maximum paging file sizes be set to 2 GB. If any of the following conditions apply, the default system complete memory dump is not generated when the system stops unexpectedly:
You are using multiple paging files distributed over separate disks.
The paging file is not on the system boot drive (C drive).
Physical RAM size is larger than 2 GB.
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To ensure that a complete system memory dump can be generated, Nortel recommends that:
the paging file size not exceed 2 GB.
the paging file resides on the C partition.
Modems Communication Control Toolkit does not run on a server with a modem connected. Therefore, do not install a modem on the Communication Control Toolkit server. To enable remote support for the server, set up a Remote Support VPN (see Chapter 29, “Remote support with a VPN”).
Server location The physical location of the Communication Control Toolkit server depends on the type of connection you require. In a contact center or self-service environment, the server must be collocated with Contact Center Manager Server. In a knowledge worker environment, the server must be collocated with the telephone switch.
Backup, disaster recovery, and solution redundancy A backup tape drive is not a requirement for Communication Control Toolkit. You can use a hardware-RAID solution if it does not have a negative impact on Communication Control Toolkit performance. If you encounter issues with a hardware-RAID solution, refer to the RAID vendor. Software-RAID solutions, such as the one available from Microsoft, are not supported. If you require a hardware-redundant solution, it must be tested by one of the following:
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verification testing by a Nortel Packaged Services group
compatibility testing through the Nortel Developer Program
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For information, refer to your Nortel representative or visit the Nortel developer program Web site at www.nortel.com/developer. Communication Control Toolkit does not support Microsoft clustering because the software is currently not cluster aware. Backing up and restoring TAPI files For historical and data recovery purposes, backing up TAPI files may be required in order to retain your TAPI data and configurations. For procedures to back up and restore the TAPI database (m1spdb.mdb) and the TAPI tsec.ini files, refer to the Communication Control Toolkit Installation and Maintenance Guide.
Phone set considerations If your telephone set supports Auto Hold Allowed (AHA), Multiple Appearance Reduction Prime (MARP), Multiple Appearance Directory Number (MADN), or Call Forwarding, you must disable the configurations. These configurations are not supported in Communication Control Toolkit 6.0. If you set call forwarding in the Communication Control Toolkit Client software, you can use the call forwarding feature.
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Operating system configuration requirements For a list of Communication Control Toolkit operating system requirements, see Chapter 12, “Disk partitioning requirements”.
Domain considerations The server cannot be a domain controller. It can be a stand-alone server within a domain.
Remote Access Services Communication Control Toolkit does not run on a server if RAS is configured or there is a modem connected. Therefore, do not configure RAS or install a modem on the Communication Control Toolkit server. Notes:
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1.
If Remote Access Services is installed, the service must be disabled.
2.
Remote support with a directly connected modem is not possible. Nortel recommends a Remote Support VPN be implemented for Communication Control Toolkit (see Chapter 29, “Remote support with a VPN”).
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Capacity The performance of the Communication Control Toolkit server depends on a number of factors, including:
number of resources (terminals, addresses, and users)
number of clients
number of calls per hour, call duration, and call complexity—transfers, conferencing, and attached caller-entered data all increase call complexity, and, therefore, the resources required to process a call
amount of call-attached data (see the following section)
hardware configuration (processor speed, memory, and disk space available) For more information about hardware platforms, see “Hardware requirements” on page 402.
debugging and logging activities
type of solution (Communication Control Toolkit, IPML, or both) A system running both Communication Control Toolkit and IPML requires more system resources than a system running only Communication Control Toolkit or IPML.
To calculate the hardware requirements for your environment, use the CapTool application. For more information, refer to the CapTool User’s Guide. Call-attached data The amount of data attached to a call has a significant impact on performance. Attached data that affects performance includes both Communication Control Toolkit data and IVR data. Communication Control Toolkit handles a maximum of 4096 bytes of attached data (Communication Control Toolkit + IVR) per call. The default call data size per call is 512 bytes. To optimize performance, use the TAPI Service Provider database utility to set the call data size to match your
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actual call data requirements (for detailed instructions, see the Communication Control Toolkit Installation & Maintenance Guide). If the call data size is set higher than your requirements, performance suffers because unnecessary memory is allocated for each call. ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not supported in Communication Control Toolkit 6.0.
Debugging activities There are four main logging sections in Communication Control Toolkit:
Communication Control Toolkit Server logging
Communication Control Toolkit Connector logging
Snap-in logging
Data Access Layer logging
Each section has a number of logging levels:
Communication Control Toolkit Server logging Trace Service Provider Events Trace Client Session Events Trace CMF Events Enable Debug Logging
Communication Control Toolkit Connector, Snap-in, and Data Access Layer logging Verbose Information Warning Error Critical
The logging level of each section is independent. You set the logging level for the Snap-in to Verbose and the logging level for the Connector to Critical.
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You configure logging levels using the Communication Control Toolkit Configuration Tool. If the logging level is set to
then these message levels are output
Verbose
All
Warning
Warning, Error, and Critical
Error
Error and Critical
Critical
Critical
Messages are written to the Communication Control Toolkit Logging Utility, CCTDBM.exe. Each Communication Control Toolkit main component (Communication Control Toolkit, Communication Control Toolkit Connector, Communication Control Toolkit Snap-in, and Communication Control Toolkit Data Access Layer [DAL]) writes to its own instance of the Communication Control Toolkit Logging Utility. Therefore, if logging is enabled only for Communication Control Toolkit Connector, only one instance of the Communication Control Toolkit Logging Utility runs. However, if logging is enabled for all of the four main components, four instances of the Communication Control Toolkit Logging Utility run, one for each section. The Communication Control Toolkit Logging Utility can store messages to a file; it can write messages to the screen without saving them to file; or it can write messages to both the screen and a file. The Communication Control Toolkit Logging Utility consumes Communication Control Toolkit server CPU. CPU use increases as the number of messages output increases. To reduce CPU use, follow these guidelines:
Log only to a file. Logging to the screen and to a file is acceptable at low call rates, but as the call rate increases, this process consumes more CPU resources. Logging to the screen is CPU-intensive, and as messages cannot be read at high call rates (they scroll too quickly), it is better to log directly to a file.
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Enable logging only for relevant sections. For example, if you are writing a Communication Control Toolkit client application, you need to enable logging only for the Communication Control Toolkit server.
Always use the appropriate logging level. For example, if you are writing a Communication Control Toolkit client application, you need to enable only the Trace Service Provider Events and Trace Client Session Events levels for the Communication Control Toolkit server.
You must provision your server for the Communication Control Toolkit Logging Utility application at peak times, with all applications running, without exceeding the 70 percent CPU use guideline. For more information about capacity limits, see “Product limits” on page 588.
CTI application performance impact MLS can be used in a contact center environment. It is an intelligent signaling link offering computer-telephony integration (CTI) applications access to Communication Server 1000/Meridian 1 PBX call processing functions. If you use Meridian Link Services (MLS) with Communication Control Toolkit, there is an impact on Contact Center Manager Server performance.
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Guidelines to minimize capacity requirements The engineering models used to calculate the capacity requirements of your contact center assume that you follow certain guidelines to minimize the load on your server.
Steady state operation Steady state refers to an operational state in which average values of the capacity parameters do not change with time. For example, CPU use may vary widely at different consecutive time intervals; however, if you examine the average values of CPU use taken over consecutive 20-minute intervals, during a period of steady state operation, these average values are approximately the same.
Guidelines for steady state operation To ensure trouble-free operation of the server, adhere to the following guidelines for steady state operation:
Processor CPU—Average CPU use over an interval of 20 minutes during the peak hour under steady state operation must not exceed 70 percent.
Server RAM memory—Average pages per second (found in the Memory Object of the Performance Monitor) over an interval of 20 minutes during the peak hour under steady state operation must not exceed 5.
Server virtual memory—Committed Bytes (found in the Memory Object of the Performance Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—For optimal performance, you must adhere to the Microsoft recommendations for physical RAM and virtual memory sizing. For more information, see “Memory requirements” on page 403.
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Nortel server subnet network traffic—Average Enterprise IP network use must not exceed the limit specified on page 534 (for a contact center or selfservice environment), or on page 524 (for a knowledge worker environment).
ELAN subnet traffic—In a knowledge worker environment, average ELAN subnet use must not exceed the limit specified on page 524.
Communication Control Toolkit provides a number of import utilities. Do not use these utilities while the Communication Control Toolkit server is operating in a steady state. Use them only during initial configuration of the Communication Control Toolkit server or when the Communication Control Toolkit server is offline.
Guidelines for non-steady state operations Non-steady state processes can impact the steady state call processing activity of the server. To minimize their impact, Nortel recommends a number of restrictions:
All non-steady state processes Run only one non-steady state process at any given time.
Database backup Perform database backups during off-peak hours.
Checking files for viruses Perform this activity during off-peak hours. For more details, see the Contact Center Manager Server Installation and Maintenance Guide, available on the Partner Information Center (www.nortel.com/pic).
When employing the Communication Control Toolkit Configuration Tool to do a Data Import from the telephone switch dump, ensure that the following services are stopped:
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ACDProxy
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When operating any of the import utilities in the Communication Control Toolkit snap-in to import resources into Communication Control Toolkit, ensure that the following services are stopped:
NCCT Server
NCCT Communication Control Toolkit Connector Service (if installed)
Nortel Networks MPS Manager (if installed)
Nortel Networks RSH Daemon (if installed)
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Client requirements The application developer must specify the requirements of the Communication Control Toolkit client PC. Communication Control Toolkit clients must meet the following minimum requirements. Operating system Communication Control Toolkit supports applications running on a Platform Vendor Independent client running one of the following operating systems:
Microsoft Windows XP Professional
Windows Server 2003 (Standard Edition or Enterprise Edition)
Hardware requirements The client PC must meet the minimum requirements of the operating system.
Port requirements Communication Control Toolkit clients use a single port for communication with the Communication Control Toolkit server. By default, this port is 29373; however, the port number is configurable (for detailed instructions, see the Communication Control Toolkit Installation & Maintenance Guide). If you are using a firewall, ensure that this port is open.
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Communication Control Toolkit and ICM configuration Only one of the following voice capable service providers can be installed in a Contact Center 6.0 Communication Server 2x00/DMS solution:
Communication Server 2x00/DMS (voice)—Knowledge Worker
Communication Server 2x00/DMS (voice)—Contact Center
In a multimedia Contact Center solution, Communication Control Toolkit requires a logical connection to the Open Queue on Contact Center Multimedia. For more information about Open Queue, refer to “Hardware requirements” on page 218. The Open Queue connector requires either a SIP or CCT service provider.
High level overview These are the basic steps to configuring the Communication Control Toolkit for a Communication Server 2x00/DMS telephone switch. 1.
Configure the Communication Control Toolkit required components:
LinkPlexer 6.0 CCT 6.0 IVR-CTI (if it has been installed)
2.
Configure the Contact Center License Manager to use the Communication Control Toolkit enabled license.
3.
Configure the Communication Control Toolkit:
Configure server parameters (secure by default) Add users—manual or import Add Contact Center users —manual or import Add terminals—manual or import Add addresses—manual or import Create groups—optional and advisable
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Add workstations—optional and manual or import Assign users, terminals, addresses and (optional) workstations
LinkPlexer is still a pre-requisite if you configure more than two ICM applications.
Communication Control Toolkit for Communication Server 2x00/DMS platform requirements For the basic platform requirements for installing Communication Control Toolkit for Communication Server 2x00/DMS, refer to the Communication Control Toolkit requirements in Chapter 12, “Communication Control Toolkit.” In addition to those requirements, perform the following procedures. Installing the SNMP Service 1
Open the Windows Components Wizard. a. Select Start > Settings > Control Pane. b. Select Add/Remove Programs. c. Select Add/Remove Windows Components.
2
In Components, select Management and Monitoring Tools (but do not select or clear its check box)
3
Select Details.
4
Select Simple Network Management Protocol check box and select OK.
5
Select Next.
Installing the License Manager server, if not already available The License Manager server can be installed on the Contact Center Manager Server or Communication Control Toolkit server or standalone in the network. The following conditions apply:
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Communication Control Toolkit can use the MPS 3.0 License Manager if a Contact Center 6.0 version is not available.
Service providers are installed as part of Communication Control Toolkit installation. Contact Center Manager
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Installing LinkPlexer Check if the solution requires LinkPlexer 6.0. If it is not already available, then install it. LinkPlexer 6.0 can be co-resident with Communication Control Toolkit 6.0 with TCP/IP connections, but cannot be coresident with Communication Control Toolkit 6.0 with X.25 connections. Installing Communication Control Toolkit The installation process for Communication Control Toolkit allows you to choose between the following CTI environments:
Contact Center (ACD) Knowledge Worker
Following the instructions in the Communication Control Toolkit Installation & Maintenance Guide.
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Contact Center Manager
Chapter 21
Engineer a replication server In this chapter Overview
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How Contact Center Standby Server works
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Initializing the Standby Server database
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Requirements
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Overview The Contact Center Standby Server feature supports a warm standby configuration so that the backup server (Standby Server) can run your contact center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server the same as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the telephone switch. If the Active Server fails, or if you decide to stop its service for a while, the Standby Server will take over operation of the contact center. This avoids costly down-time for the contact center. You can use the Contact Center Standby Server feature with Contact Center Manager Server nodal servers. The Contact Center Standby Server feature uses Sybase Replication Server product to maintain a pair of Contact Center Manager Server databases—an Active Server database and a Standby Sever database. The Active Server database belongs to the Active Server, while the Standby Server database belongs to the Standby Server. The Replication Server runs on a dedicated server that is separated from either the Active Server or the Standby Server. During normal call processing, the Active Server regularly updates its database. The Replication Server copies the database updates to the Standby Sever database. The Replication Server updates the Standby Server database in the same manner as the Active Server updates its database to maintain consistency between the databases. ATTENTION
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Co-residency is not supported in Contact Center Standby Server. You cannot install a Standby Server for an Active Server with Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit.
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Enhanced switchover No configuration of Contact Center Manager Server computer names or IP addresses is required during the switchover.
Automatic switchover You can use the Automatic Switchover option to switch over to the Standby Server without any user intervention. The automatic switchover is limited to the operation of the Standby Server and does not take into account additional application servers such as Contact Center Manager Administration, Contact Center Multimedia, and CallPilot. Nortel recommends that you use one of the manual switchover options for Campus Redundancy. For more information, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. You configure this option on the Replication Server.
Alarms and events for the Replication Server and Contact Center Manager Server A new alarm is added on Contact Center Manager Server to alert the administrator when the connection between the Active Contact Center Manager Server and the Replication Server is disrupted.
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Geographic redundancy A Geographic Redundancy solution consists of a Primary and a remote Secondary site. All equipment at the Primary site is duplicated at the Secondary site including Contact Center Manager Server, Contact Center Manager Administration, switch, Contact Center Multimedia, Communication Control Toolkit, CallPilot, and so on, as applicable. The Primary and Secondary sites are connected using the enterprise WAN. Each Contact Center Manager Server is connected to its local CS 1000 server. The Replication Server replicates the database transactions between the Primary Contact Center Manager Server and the Secondary Contact Center Manager Server.
Campus redundancy Campus Redundancy solution consists of a Primary Contact Center Manager Server, a Secondary Contact Center Manager Server, and a Replication Server. The servers are co-located in the same physical location and on the same network subnet. The Primary and Secondary Contact Center Manager Servers can be connected to the same, or separate, switch, and co-located in the same physical location on the same network subnet. The Replication Server replicates the database transactions between the Primary Contact Center Manager Server and the Secondary Contact Center Manager Server. In normal operation the Secondary Contact Center Manager Server is not operational. 422
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The warm standby configuration is one to one. The Primary Contact Center Manager Server replicates to only one Secondary Contact Center Manager Server. Each Primary and Secondary Contact Center Manager Server are configured with a unique computer name and Nortel server subnet IP address. Each Contact Center Manager Server is configured with a unique ELAN subnet IP address (optional).
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How Contact Center Standby Server works The Contact Center Standby Server feature consists of the following seven components: 1.
Active Server database
2.
Standby Server database
3.
Replication Agent
4.
Transaction log
5.
Replication Server
6.
Stable Queues
7.
Replication Server database
Active Server database Users generally use the Active Server database in daily operation. Contact Center Manager Server clients connect to the Active Sever database and update the database tables. Such clients include Contact Center Manager Server applications that run on the server, as well as Contact Center Manager Server clients that connect to the server.
Standby Server database Contact Center Manager Server clients do not update the Standby Server database. The Replication Server updates the Standby Server database, performing updates that are identical to updates performed by clients on the Active Server database. The Standby Server database is part of the Standby Server Contact Center Manager Server application. Also, no Contact Center Manager Server applications or clients are connected to the Standby Server.
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Replication Agent The Replication Agent is a Sybase thread that runs on the Active Server. The Replication Agent connects to the Replication Server as a client and sends transactions performed on the Active Server database to the Replication Server. The Replication Agent sends the transactions to the Replication Server in real time and in the same order as the transactions are performed on the active database.
Transaction log Each database has an associated transaction log in the Contact Center Manager Server database. This log maintains a record of each transaction that occurs in its associated database. The Replication Agent scans this log and passes transactions to the Replication Server.
Replication Server The Replication Server is a Sybase database application that runs on the Replication Server machine. The Replication Server receives transactions from the Replication Agent on the Active Server. The Replication Server then stores the transactions in a Stable Queue that resides on the Replication Server machine. The Replication Server connects as a client to the Standby Server using a Data Server Interface (DSI) connection. The Replication Server reads the transactions from the Stable Queue and then executes the transactions on the standby database. Transactions remain in the Stable Queue until the Replication Server executes the transactions on the Standby Server database.
Stable Queues Stable Queues are queues where the Replication Server stores transactions destined for the Standby Server database. Transactions remain in a Stable Queue until the Replication Server executes them on the standby database. If the connection to the Standby Server database is interrupted, the transactions from the Active Server database are stored in the Stable Queue until the connection to the Standby Server database is restored. The Stable Queues reside on a dedicated disk device.
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To calculate the stable queue size for the Replication Server, see the Contact Center Manager Server CapTool, available on the Partner Information Center Web site (www.nortel.com/pic).
Replication Server database The Replication Server database is a Sybase database that stores Replication Server configuration data, such as data about which servers are part of a Warm Standby configuration (which server is currently in active mode, and which server is in standby mode). The Replication Server connects to the Replication Server database. The Replication Server database does not store Contact Center Manager Server data.
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Agent status during a switchover When the Active Server goes down, the agents continue to be connected to the current call presented to them through Contact Center Manager Server skillbased routing. Subsequent calls are plain ACD calls and are presented to their set Default Queue. The agents do not need to log on and are only aware that Contact Center Manager Server is out of service based on information on their set displays. No skillset information is displayed on the set when calls are presented. When the Standby Server comes back up, the ASM starts on the new Active Server and the TNs are acquired. The agents continue to be connected to the current call presented to them through ACD, until the call is released. When the call is released, the agent’s set logs out, Set Busy appears on the display, and the MakeSetBusy key lamp is activated. The agents must log back in to handle Contact Center Manager Server skillset calls.
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Initializing the Standby Server database When configuring a Warm Standby system, and before replication begins, you must initialize the Standby Server database so that it is identical to the Active Server database. Initializing the Standby Server database involves backing up the Active Server database and restoring the backup on the Standby Server database. This method allows the Active Server to continue operating while the Warm Standby system is configured. Database updates continue in the Active Server database as part of normal call center operations before and after the database backup is created on the Standby Server. In such a scenario, it is important that database updates included in the database backup and restore are not replicated to the Standby Server, as this can cause errors in the Standby Server database. The Replication Server has a mechanism that distinguishes between transactions that occurred before the database backup was created and transactions that occurred after. The Replication Server uses a system of markers to distinguish between transactions that occurred before the database backup was created and transactions that occurred since.
Log grows Enable marker
Included in backup, and loaded in the standby database
Dump marker When a Warm Standby system is Applied to the configured, the Replication Server writes standby database an enable replication marker into the Active Server database transaction log. The Active Server writes a dump marker onto the Active Server database transaction log when a database backup is created.
The Replication Agent on the Active Server scans transactions in the transaction log, including the markers, and sends them to the Replication Server. The Replication Server starts replicating transactions to the Standby Server when it receives the first dump marker after it receives the enable replication marker.
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Additional Information Additional Sybase Replication Server documentation is available on the Sybase Web site (www.sybase.com). For more information on Standby Servers, see the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Switchover options There are two switchover options used with Standby Server.
Option One—Option One switchover is invoked manually, or it is used in conjunction with the Automatic Switchover option if it is enabled. This option configures the Standby Server for use and launches its Contact Center Manager services without further user intervention. Use Option One for Geographic Redundancy scenarios. You can also use Option One for Campus Redundancy scenarios if you are updating Nortel or third-party applications with the address of the Standby Server, and doing so does not involve significant overhead.
Option Two—Option Two switchover is invoked manually only. If you use Option Two, you must change the computer name and Nortel server subnet IP address on each server during switchover. The remaining steps are automated. Use this method for Campus Redundancy scenarios where updating Nortel third-party applications with the address of the Standby Server involves significant overhead.
ATTENTION
If the Active and Standby Servers are members of a Windows domain, it is necessary for the Domain Administrator to remove the Standby Server computer name from Active Directory Users and Computers on the Domain Controller. You can then change the name of the Standby Server to that of the Active Server.
Stage One and Stage Two During the switchover procedure, this document refers to Stage One and Stage Two. Stage One is complete when the Standby Server is active and running the Contact Center. At this point the Active Server is neither in active nor standby mode. Stage Two is complete when the Active Server is set in standby mode and data is replicated from the Standby Server to the Active Server.
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When Stage One is complete, decide when and if to proceed to Stage Two. This depends on the outage scenario. At the end of Stage One, you must check the multicast configuration on the Standby Server, otherwise Real-Time Displays (RTD) do not work. If this is the first time the Standby Server is configured as active, the multicast is not configured because it is not retained in the database restore procedure. To check the multicast configuration, go to Programs > Nortel Contact Center > Manager Server > Multicast Stream Control and Programs > Nortel Contact Center > Manager Server > Multicast Address and Port Configuration.
Outage scenarios Three outage scenarios are documented for each option.
Planned outage—Use this procedure in the event of a planned outage due to testing in the lab or at a customer site. You can continue to Stage Two immediately after Stage One is complete.
Short-term failure—Use this procedure in the event of a short-term failure or shutdown. You do not necessarily continue to Stage Two immediately after Stage One is complete. First, you must decide whether to remove the Warm Standby configuration. Decide based on the size of the Stable Queue. After Stage One of the switchover is complete, the Standby Server replicates transactions to the Replication Server. The transactions are buffered in the Stable Queues on the Replication Server. If the outage of the Active Server is likely to approach or exceed the worstcase duration provided for by the Stable Queues, remove the Warm Standby configuration. The Standby Server operates in the nonredundant mode until the Active Server is recovered; you can reconfigure the Warm Standby configuration. If the outage of the Active Server does not exceed the worst-case duration provided for by the Stable Queues, when the Active Server is recovered, you can continue with Stage Two of the switchover procedure.
Long-term failure—Use this procedure in the event that the Active Server suffers a long-term or permanent outage or shutdown. You do not continue to Stage Two immediately after Stage One is complete. You must remove the Warm Standby configuration for the Standby Server.
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When a new platform for the Active Server is available, you can reconfigure the Warm Standby configuration. Initially the Standby Server operates in active mode; therefore you must use the switchover utility to switch the recovered Active Server to active mode.
Host Name The Active host name is the host name originally configured on the Active Server. The Standby Server is configured with a separate host name. Other Contact Center components, such as Contact Center Manager Administration and Contact Center Multimedia, connect to the Active Server using the Active host name. When you use the Option One switchover, each physical server keeps its original host name. You must reconfigure the other Contact Center components to point to the Standby Server host name. When you use the Option Two switchover, you must reconfigure the Standby Server with the Active host name during the switchover. The other Contact Center components continue to use the same Active Server host name that they used before the switchover.
Nortel server subnet IP address Use only one active Nortel server subnet IP address with the Active Server for Contact Center Manager Server. The active Nortel server subnet IP address is the Nortel server subnet IP address that you originally configured on the Active Server. Components, such as Contact Center Manager Server, that are connected to the Nortel server subnet always connect to the Active server using the active Nortel server subnet IP address. When you use the Option One switchover, each physical server keeps its original Nortel server subnet IP address. You must reconfigure the other Contact Center components to point to the new Standby Server IP address. When you use the Option Two switchover, you must reconfigure the Standby Server with the active Nortel server subnet IP address during the switchover. The other Contact Center components continue to use the Nortel server subnet IP address that they used before the switchover. 432
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ELAN subnet IP address (optional) You can configure the Active and Standby Servers with unique or identical ELAN subnet IP addresses. If your system includes entities that are configured with the ELAN subnet IP address, for example CS 2x00/DMS, you must configure the Standby Server with the same ELAN subnet IP address as the Active Server. If you configure the Active and Standby Severs with the same ELAN subnet IP address, you need to disconnect the Active Server from the ELAN subnet if the ELAN subnet IP address was configured in DNS.
License Manager You must install the License Manager on the Active Server and on the Standby Server. After the switchover is complete, the License Manager on the Standby Server is left running. If you are using corporate licensing, Nortel recommends that you do not install the backup License Manager on the Standby Server. In this scenario, install the backup License Manager on a separate computer.
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Stable Queue A Stable Queue is a buffer where the Replication Server stores transactions destined for the Standby Contact Center Manager Server database. Transactions remain in the Stable Queue until the Replication Server executes them on the Standby Contact Center Manager Server database. If the connection to the Standby Contact Center Manager Server database is interrupted, the transactions from the active server database are stored in the Stable Queue until the connection to the Contact Center Standby server database is restored. The Stable Queue resides on one or more dedicated disk devices. The size of the Stable Queue is influenced by the following factors:
The volume and size of transactions received from the Primary Contact Center Manager Server
The likely worst-case duration of any disruption to the DSI connections to the Secondary Contact Center Manager Server
In planning a worst-case duration, this does not mean that the Stable Queue are allowed to fill to its capacity if the DSI be disrupted for some period. It is still important to resolve the cause of the DSI problems as quickly as possible; a large Stable Queue allows more time for this. A large number of transactions buffered in the Stable Queue introduces a temporary latency in the replication system. The Secondary Contact Center Manager Server database is consistent with the Primary Contact Center Manager Server database until all the transactions buffered in the Stable Queue are executed. At the same time new transactions may continue to be added to the Stable Queue from the Primary Contact Center Manager Server. If the Replication Server cannot send transactions to the Secondary Contact Center Manager Server faster than they are arriving, after following a lengthy disruption to the DSI connections, the replication system has a persistent latency. A large number of transactions buffered in the Stable Queue also impacts the time taken to switch over to the Secondary Contact Center Manager Server. This is because the Replication Server must apply all transactions from the Stable Queue to the Secondary Contact Center Manager Server database before it can complete the switch over.
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Calculating Stable Queue size You must determine the amount of disk space required for the Stable Queue. To do so, use the CapTool, available from the Partner Information Center Web site (www.nortel.com/pic).
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Requirements For information about hardware requirements, see “Hardware requirements” on page 329. For information about disk partitioning requirements, see “Disk partitioning requirements” on page 333. For information about operating system requirements, see “Operating system requirements” on page 336. For information about third-party software requirements, see Note 1:“The 64-bit version is not supported.” on page 336.
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Chapter 22
Engineer a co-resident server In this chapter Overview
438
Supported co-resident configurations
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Supported co-resident upgrade procedures
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Hardware requirements
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Limitations of a co-resident server
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Overview You must ensure that the platform on which you plan to install a co-resident configuration satisfies the capacity requirements of your contact center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool CapTool is a standalone Microsoft Windows software application used to determine the processor capacity requirements of the following components:
Contact Center Manager Server
Network Control Center server
Contact Center Manager Administration
Communication Control Toolkit
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:
the number of voice ports required for a specified call complexity and call load
the data network bandwidth requirement on the Nortel Server Subnet, as generated by each contact center server, due to real-time data, reporting, and other data-intensive activities
(in a networked-contact center server environment) the bandwidth requirements due to network data traffic for the WAN connecting the local Contact Center Manager Server and all remote Contact Center Manager Servers
After you enter specifications for contact center parameters, CapTool uses mathematical models to estimate the performance and capacity of the required components.
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The quality of the results obtained from the tool is directly proportional to the quality of the data you input. To use CapTool effectively, you must ensure that the input is as accurate as possible.
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Supported co-resident configurations In Contact Center Manager Release 6.0 or later, you can install the following software on the same server:
Contact Center Manager Server
License Manager
Contact Center Manager Administration
Communication Control Toolkit (optional)
Server Utility (you can install the Server Utility with Contact Center Manager Server or stand-alone)
ATTENTION
For migrations and upgrades, you must select the same switch type on the new configuration that was associated with the old configuration. For example, if you have a co-resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot upgrade to a co-resident 6.0 configuration with a CS 2x00/ DMS or SIP switch.
The following conditions apply:
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You can only install the Communication Control Toolkit on a server on which you have already installed Contact Center Manager Server and Contact Center Manager Administration. You cannot install Communication Control Toolkit on the server if you do not have both Contact Center Manager Server and Contact Center Manager Administration installed.
If you have Contact Center Manager Server and Server Utility installed on the same computer, and then you install Contact Center Manager Administration, you must uninstall the Server Utility before you install Contact Center Manager Administration, and then reinstall it after you install Contact Center Manager Administration.
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For migrations and upgrades, you must select the same switch type on the new server that was associated with the old server. For example, if you have a co-resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot upgrade to a co-resident 6.0 configuration with a DMS or SIP switch.
Co-resident matrix - supported combinations Contact Center Manager
License Manager
Contact Center Manager Communication Administration Control Toolkit
✔
Server Utility
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔ ✔ ✔
✔ = Supported Combination You cannot install Contact Center Multimedia and Replication Server coresident with any other server application. You must install the Contact Center components in order from left to right. Planning and Engineering Guide
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Methods of server installation How you install the server software depends upon the environment in which you are working. Method
Requirements
Run the installation program Keyboard, mouse, and monitor attached to the server. from the Contact Center Release 6.0 DVD-ROM. Use the DVD-ROM drive that is part of the hardware platform. Run the installation program Keyboard, mouse, and monitor attached to the server. from a remote DVD-ROM drive Supported only if the remote PC is running Windows that is accessible over the LAN. 2000 Server or Professional, Windows Server 2003 Nortel does not recommend this Enterprise or Standard, or Windows XP Professional. method, as network traffic can The path name of the drive that contains the DVD interfere with proper installation. cannot contain spaces or underscores, and must be a mapped drive using a drive letter, for example, Z:\. Keyboard, mouse, and monitor attached to the server. Run the installation program from a remote hard disk copy of A copy of the DVD on a remote hard disk (accessible the installation DVD. over the LAN from the Contact Center Manager Nortel does not recommend this Server). method, as network traffic can The path name of the directory that contains the copy interfere with proper installation. of the DVD cannot contain spaces or underscores, and must be a mapped drive using a drive letter, for example, Z:\CCM.
Installation order When you install co-resident applications, the installation order is important. You must always install the Contact Center Manager Server software first, followed by the License Manager, Contact Center Manager Administration, Communication Control Toolkit (if applicable), and then the Server Utility.
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You do not have to install all co-resident software at once. Instead, you can install one component, and then install the next component later if you want to work with a co-resident server. For example, you can install Contact Center Manager Server, and then, when the Contact Center Manager Server installation is finished, choose Cancel in the window that asks if you want to proceed with the co-resident installation. When you want to install Contact Center Manager Administration on this server, insert the Contact Center Manager installation DVD to begin the installation. During the operating system installation, you can to add the server to an existing Active Directory domain. Do not add the server to the domain during the operating system installation. Add the server to the domain after you install the operating system, Contact Center Manager Server, and Contact Center Manager Administration. If you plan to install a co-resident server that includes a Communication Control Toolkit server, then add the server to a domain after you install the Communication Control Toolkit software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you chose to install a co-resident configuration, then you cannot delay installing Contact Center Manager Administration (and Communication Control Toolkit, if applicable) as this entails having Contact Center Manager Server running on a server that is not part of a domain. Instead, you must install Contact Center Manager Administration (and Communication Control Toolkit, if applicable) directly after Contact Center Manager Server so that you can add the server to the domain immediately after the installation.
Installation tips Follow for more information about the installation and configuration for each software program:
For information about Contact Center Manager Server, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Server Installation and Maintenance Guide for the coresident server.
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For information about Contact Center Manager Administration, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
For information about installing and configuring Communication Control Toolkit, refer to the Nortel Communication Control Toolkit Installation and Maintenance Guide.
When you install the chosen software, first install the Contact Center Manager Server software from the Contact Center Manager installation DVD. After the installation is complete, the installation program then asks if you want to install Contact Center Manager Administration on the server. When you finish installing Contact Center Manager Administration, and if you are not installing Communication Control Toolkit, the system prompts you to restart the server. However, if you are installing Communication Control Toolkit, then the installation continues.
Timing The following installation times provide guidance on the time required for software installation:
Preinstallation (including operating system installation and configuration): 2.5 hours
Installing the server software: 1 hour (including Communication Control Toolkit) or 30 minutes (without Communication Control Toolkit)
Postinstallation tasks: 7 hours (with Communication Control Toolkit) or 5.5 hours (without Communication Control Toolkit)
These times can vary depending on the server, network infrastructure, and your confidence level with the software. The installation times below were obtained on servers with the following specifications:
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CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80 GB 7200 RPM SATA with no RAID configuration.
DVD Drive: Internal IDE 8X DVD-ROM
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Co-residency and your network When you enable the networking feature, and one Contact Center Manager Server is co-resident with the Contact Center Manager Administration server, then you can only use this Contact Center Manager Administration server to administer the Contact Center Manager Server server with which it resides. Additionally, if you have a stand-alone Contact Center Manager Administration server and a co-resident Contact Center Manager Administration server, you can use the stand-alone Contact Center Manager Administration server to administer the co-resident Contact Center Manager Server/Contact Center Manager Administration server, but you should not use the co-resident Contact Center Manager Administration server to administer other Contact Center Manager Servers in the network. The administration of other non-co-resident Contact Center Manager Servers puts an additional load on the CPU of the co-resident server (which can impact the contact center operation). Contact Center Manager Administration and Symposium Web Client cannot be co-resident with the NCC server. If ADAM replication is enabled on the co-resident Contact Center Manager Administration server, then this server shares Contact Center Manager Administration data with all other replication-enabled Contact Center Manager Administration ADAM instances in your network. For example, if you have a stand-alone Contact Center Manager Administration server that has a number of Contact Center Manager Servers configured on it, when this server replicates with a co-resident Contact Center Manager Administration server, all Contact Center Manager Servers are also visible on the co-resident server. However, even though the co-resident Contact Center Manager Administration server displays these multiple Contact Center Manager Servers, you can use it only to administer the Contact Center Manager Server with which it resides. A further consideration is the extra bandwidth the use co-resident Contact Center Manager Administration servers that have multiple Contact Center Manager Servers configured on them. Each Contact Center Manager Administration server receives multicast data from each Contact Center Manager Server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in sending out duplicate multicast data over the network.
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On a co-resident Contact Center Manager Administration server that is not replicating, Nortel recommends that you configure only the co-resident Contact Center Manager Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Contact Center Manager Administration on to the network by using the multicast filtering feature. This feature allows Contact Center Manager Administration to only transmit multicast data for the configured Contact Center Manager Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Contact Center Manager Server configured on any of the replicating Contact Center Manager Administration servers. The following conditions apply:
The NCC server must be installed on a stand-alone server; it cannot coreside with Contact Center Manager Administration on one server.
If you have multiple Contact Center Manager Administration servers in your network, the data that you create and store on one server (such as partitions) is only available on this server; it is not reflected on all Contact Center Manager Administration servers in your network.
Using Contact Center Manager Administration on a co-resident server When using Contact Center Manager Administration on a co-resident server that is also used as a Contact Center Manager Client PC (when you launch a browser session on the co-resident server and work with Contact Center Manager Administration), to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which could negatively affect the performance of the co-resident server. When you use Contact Center Manager Administration on a co-resident server with an external Contact Center Manager Client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the co-resident server.
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Multiple language support The supported languages for servers are shown in the following table.
English
Japanese
Traditional Chinese
Windows Server 2003
supported
supported
supported
CCMS
supported
supported
supported
CCMS, CCMA
supported
supported
supported
CCMS, CCMA, CCT
supported
supported
supported
CCMS, CCMA, CCT, CCTIVR
supported
not supported
not supported
Applying patches When you apply a patch or a Service Update to a co-resident server, always refer to the Readme file that accompanies the new software for instructions to install the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the co-resident system is always documented in the readme file.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, ensure that whenever you back up one application, you also back up the other at the same time.
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When you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not recommend a specific tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, ensure that you also back up Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information about backing up Contact Center Manager Administration, refer to the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
Logging Contact Center Manager Server provides logging (D:\sysops.log) to track events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks fatal errors that interrupt these operations. You can use a text editor (for example, Notepad) to view the SysOps Event log. Two types of logging are performed with Communication Control Toolkit:
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The Communication Control Toolkit installation log file (c:\CCT6.0Install.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation. The log file also tracks fatal errors that interrupt these operations.
The Service Update installation log (C:\Program Files\Nortel\Communication Control Toolkit\Records\service update name) tracks events associated with any patch install.
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Supported co-resident upgrade procedures The following table provides an overview of the supported upgrade paths for the co-resident server.
Symposium Call Center Server 5.0 (stand-alone) computer A
Symposium Web Client 4.5 (standalone) computer B
Computer A
Computer B
Contact Center Manager coresident new computer C
1.Upgrade Symposium Call Center Server 5.0 to Contact Center Manager.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
2. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration.
2. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration. 3. Back up Contact Center Manager Administration. 4. Install Contact Center Manager Administration on computer A.
3. Uninstall Contact 3. Back up Symposium Call Center Manager Center Server 5.0 on Administration. computer A. 4. Back up 4. Install Contact Symposium Call Center Server 5.0 on Center Manager as Migration on computer A. computer C using 5. Install Contact Center Manager as Back up from Step 3.
5. Restore Contact Migration on Center Manager Administration with computer B using Back up from Step 4. Back up file from Step3.
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Computer A
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Computer B
6. Install Contact Center Manager Administration on computer B. 7. Restore Contact Center Manager Administration with the backup file from Step2.
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Computer A
Computer B
1. Upgrade Symposium Call Center Server 5.0 to Contact Center Manager.
1. Back up Contact Center Manager Administration.
Contact Center Manager coresident new computer C
2. Back up Contact Center Manager Administration.
1. Back up Contact Center Manager Administration on 2. Uninstall Contact computer B. 2. Back up Center Manager Symposium Call Administration. Center Server 5.0 on 3. Back up computer A. Symposium Call
3. Install Contact Center Manager Administration on computer A.
Center Server 5.0 on 3. Migrate Contact Center Manager on computer A. computer C using 4. Install Contact Center Manager as Back up from Step 2.
4. Restore Contact Center Manager Administration with Back up file from Step 2.
4. Install Contact Migration on Center Manager computer B using Back up from Step 3. Administration on computer C 5. Install Contact Center Manager Administration on computer B. 6. Restore Contact Center Manager Administration with the backup file from Step 1.
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Symposium Call Center Server with Symposium Web Client co-resident computer A
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Computer A
Computer B
Use the co-resident upgrade procedure.
N/A
Contact Center Manager coresident new computer C
1. Upgrade Symposium Web Client to Contact Center Manager Administration on computer A. 2. Back up Contact Center Manager Administration on computer A. 3. Back up Symposium Call Center Server on computer A. 4. Migrate Contact Center Manager on computer C using the backup from Step 3. 5. Install Contact Center Manager Administration on computer C. 6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Computer A
Symposium Call Center Server with Symposium Web Client co-resident computer A
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Computer B
Contact Center Manager coresident new computer C
1. Install Symposium 1. Follow the procedure in the Web Client on Contact Center computer B. Manager Installation 2. Back up and Maintenance Symposium Web Client on computer Guide for the coresident server to A. upgrade Symposium 3. Restore Call Center Server Symposium Web 5.0 to Contact Center Client on computer Manager on B. Computer C. 4. Upgrade to CCMA on computer B.
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Hardware requirements For a list of co-resident hardware requirements, see Chapter 13, “Hardware requirements.”
Operating system requirements The platform on which you are installing the co-resident server must be running Windows Server 2003 (Standard Edition or Enterprise Edition).
CPU use For a co-resident server, steady state CPU consumption must not exceed 50 percent over a 15 minute interval. (For more information about steady state operation, see “Steady state operation” on page 358.) Use the CapTool application to engineer a platform with a processor that is a suitable size for your configuration.
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Limitations of a co-resident server The following sections describe the limitations of a co-resident server.
Capacity The capacity (in terms of logged-on agents and calls per hour) supported by a co-resident server is less than the capacity of a standalone server running on the same hardware platform. You can use the CapTool application to determine the hardware requirements for a co-resident server.
Contact Center Manager Administration Accessing from an external client PC When employing an external client PC to access Contact Center Manager Administration on a co-resident server, Nortel recommends that you limit the number of ad hoc and scheduled historical reports run on the co-resident server. Running historical reports can increase the CPU use on the server. Accessing from a browser on the co-resident server When you access Contact Center Manager Administration from a browser on the co-resident server, Nortel recommends that you limit the number of ad hoc and scheduled historical reports run on the co-resident server. Running historical reports can increase the CPU use on the server. In addition, Nortel recommends that you limit the number of real-time displays that you launch. Viewing real-time displays also increases the CPU use on the server.
Network Skill-Based Routing In a networking environment, a co-resident Contact Center Manager Administration can administer only the co-resident Contact Center Manager Server. Planning and Engineering Guide
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Remote support for a co-resident server Due to the operating system communication-layer issues, Contact Center Manager Administration and Communication Control Toolkit cannot be configured to use RAS (and thereby the direct-connect modem) for remote support. For information about remote support alternatives for a co-resident server, see Chapter 29, “Remote support with a VPN.”
Replication Server The Contact Center Standby Server feature cannot be used with a co-resident server.
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Engineer SIP In this chapter SIP installation and configuration order
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SIP Contact Center Manager Server architecture
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Call Flow Sequence
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Requirements
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SIP installation and configuration order The following table lists the high-level steps specific to a new SIP installation and which book to refer to for each step. Contact Center component
1 SIP proxy server and MCS 5100
Procedure
Contact Center book
Install and configure SIP Nortel Contact Center proxy server and MCS 5100 Manager SIP Contact Center application server. Switch Configuration Guide CS 1000 to MCS 5100 Converged Desktop Type 2 Configuration Guide
2 Media Application Server
Install and configure Media Application Server (MAS).
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0
3 Contact Center Manager Follow instructions for SIP Server installation.
Contact Center Manager Server Installation and Maintenance Guide Refer to installation Step 5: Install the Contact Center Manager Server software.
4 Contact Center Manager Configure CDN. Contact Center Manager Administration Administration online help Enter SIP URI parameter. Configuration component Contact Center Manager 5 Contact Center Manager Configure Agent. Administration - Contact Enter SIP URI parameter. Administration online help Center Management Enter SIP Address for component agent.
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Procedure
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Contact Center Manager 6 Contact Center Manager Configure DNIS. Administration online help Administration Enter URI parameter. Configuration DNIS URI should not include component prefix sip. 7 Contact Center Manager Configure Routes. Contact Center Manager Administration Administration online help Configure new routes that Configuration were created in Step 2: component MAS Server. 8 Contact Center Manager Configure Media Servers and Contact Center Manager Administration Services. Administration online help Configuration component 9 Contact Center Manager Configure TFE Script Administration Commands. Scripting component Create or edit scripts for SIP intrinsics.
Contact Center Manager Scripting Guide for Communication Server 1000/ Meridian 1 PBX
At this point you can make a test SIP call, but you cannot route it to an agent yet. 10Communication Control Install Communication Toolkit server Control Toolkit.
Communication Control Toolkit Installation and Maintenance Guide
In Chapter 2, Step 5, select the Contact Center Refer to Chapter 2. installation section to install CCT in a SIP environment.
11Communication Control Install Contact Center Agent Communication Control Toolkit server Desktop. Toolkit Installation and Maintenance Guide Refer to Appendix B.
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Contact Center component
12Communication Server 1000/Meridian 1 PBX
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Procedure
Contact Center book
Communication Server 1000/ Contact Center, Communication Server 1000/ Meridian 1 PBX Meridian 1 and Voice configuration. Processing Guide Configure ports for virtual agent phone sets.
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SIP Contact Center Manager Server architecture Contact Center Manager 6.0 supports SIP-enabled Contact Centers. As well as handling the standard Contact Center features of agent and skillset management, the SIP provides additional functionality to:
provide SIP CTI support (TR 87) for remote monitoring and control of agents' sets
operate as a SIP endpoint for caller requests to SIP CDNs
provide media services to callers and agents as required by standard call flow scripting
For more information about SIP, refer to Appendix B, “SIP general information.” For more information on configuring the SIP switch, refer to the SIP Contact Center Switch Configuration Guide.
SIP CTI support (TR87) A new function for Contact Center Manager Server in the SIP Contact Center solution is its operation as a SIP CTI Service Provider. CTI-originated commands for Agent Functions (Make Call, Answer Call, and so on) are converted to SIP CTI commands transported to the target SIP CTI device termination.
SIP endpoints In order to accept incoming SIP sessions for Contact Center service, Contact Center Manager Server must be configured to act as a SIP termination endpoint. The Contact Center Manager Server supports configuration of two type of endpoints:
SIP CDNs configured through Contact Center Manager Administration (Registered or Trusted Node).
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A single SIP server subscriber configured through the Contact Center Manager Server Configuration Utility.
SIP URI A Universal Resource Identifier (URI) is syntax for the name and address of any object on the Internet. A SIP URI is a type of URI that identifies a communication resource in SIP. A SIP URI usually contains a user name and a host name and is similar in format to an e-mail address. Examples:
sip:[email protected]
sip:[email protected];maddr=111.255.255.1;ttl=15
Contact Center uses SIP URIs for three different resources: CDNs, the single SIP server subscriber, and media services. See the following table for examples. URI type
URI value
SIP CDN URI
sip:[email protected]
SIP server subscriber URI
sip:[email protected]
SIP Media Server URI
sip:[email protected]
Valid values for SIP URI include a maximum 255 characters, including numbers, English characters, forward slash (/), backward slash (\), question mark (?), ampersand (&), periods, ‘@’ symbol, underscores, and dashes.
SIP CDN (Route Point) subscribers The concept of Controlled Directory Number (CDN) exists in the SIP Contact Center architecture, but is translated into the SIP domain. SIP CDNs are Contact Center SIP termination addresses such as [email protected] or [email protected] configured through Contact Center Manager Administration. SIP CDNs are actively registered with SIP infrastructure (Register or Trusted Node).
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SIP CDN (Route Point) Contact Center Manager Administration configuration In Contact Center Manager Administration, SIP CDNs (Route Points) are configured for a SIP Contact Center environment according to the following guidelines:
A CDN has a mandatory additional alphanumeric URI parameter (up to 255 characters). This is the SIP URI configured on the MCS 5100 or third-party proxy system that corresponds to the CDN being created. Generically, this configuration field represents the SIP Request URI in the incoming SIP INVITE session to SIP-enabled Contact Center Manager Server for Contact Center service.
A unique CDN numeric must be configured in the number field. This maintains support for existing legacy interfaces and Contact Center Manager Server storage elements. An incoming call to the SIP URI CDN is presented and managed in Contact Center Manager Server as an incoming call to the CDN number. The Contact Center Manager Server scripting intrinsic CDN, for example, is populated by this value when a call is presented to its corresponding SIP URI.
The configuration of a numeric association with the SIP URI of a CDN is consistent with the MCS 5100 concept of an alias.
The URI of a saved CDN (Route Point) cannot be modified.
The URI should equate to the fully qualified SIP address for the CDN (Route Point) as configured through the MCS 5100 provisioning tool. For example, [email protected] is a valid SIP URI.
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SIP CDN (Route Point) registration This section identifies how CDNs (Route Points) are registered with MCS 5100. Two operations are necessary on SIP Contact Centers when configured for Register Mode:
SIP registers the CDNs. This occurs at Contact Center Manager Server start-up time and is similar to the traditional AML CDN acquisition. For the Nortel Networks solution, MCS 5100 is configured as the target proxy for this registration. CDNs are configured as SIP users on the MCS 5100 system. MCS 5100 challenges the CDN registration via HTTP Digest Authentication. Once successfully registered and authenticated, the CDN updates to Acquired status. The CDN is now available to handle incoming SIP Calls.
An incoming customer call is offered to the Contact Center CDN. The call can originate as a telephony call through Communication Server 1000/ Meridian 1 PBX as an ISDN gateway (for example, 1800-555) or from a SIP-enabled endpoint to SIP address [email protected] as a normal SIP INVITE. In this case the SIP Request URI header address represents the CDN. The SIP To: header represents the DNIS (or originally dialled number). Contact Center employs the SIP BBUA architecture to accept the incoming call on the inbound SIP UA. Contact Center then directs how the call is treated through the outbound twinned SIP UA. For example, the Contact Center instructs SIP to reserve a port on the MAS for treatments or to send a SIP Invite to the agent to join the call.
SIP server subscriber This is a single generic SIP address which is owned by the server, for example, [email protected]. It is used for a number of purposes:
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To originate SIP sessions into the MCS 5100 or SIP proxy server for SIP CTI session establishment and termination. All SIP CTI information exchange uses the Contact Center Manager Server SIP server subscriber as the SIP From: address.
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Sip Media Services The second major function carried out by Contact Center Manager Server, when configured for SIP, is to act as a media services control point for the Media Application Server (MAS) farm. Contact Center uses SIP Media Services to provide treatments for SIP contacts that are queueing or for established contacts that are placed on hold. In order to invoke and control Media Services, the Contact Center Manager Server originates SIP sessions to the SIP MAS farm.
Media servers can be statically configured IP addresses with associated media service addresses. Contact Center Manager Server performs a basic load-balancing schema.
Media servers can be remotely targeted through proxy resolution of the invoked media service SIP address.
Role of the MAS The MAS acts as the termination and origination point for RTP streams between the Customer, media resource, and the agent. MAS Services are in effect SIP Addresses. The Contact Center invokes the following MAS services throughout the lifetime of the call:
Conversation Space service: All Contact Center calls are conferences anchored on this service. This is an Ad-Hoc Conference with Contact Center specializations such as: Ability to selectively mute or release mute legs to support supervisor features such as Observe, Whisper, and Barge-In. DTMF Relay—Ability to transfer DTMF digits across the conference from the customer to the IVR service, which maybe added to the Conference for Play Prompt and Collect Digits type services. Note: DTMF is not supported in direct connect mode.
Observation Tone—Ability to identify (through a proprietary header) when a Supervisor has joined the call and to (through MAS install time configuration) either play a periodic Observation Tone to all partied on the call or play no tone.
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Treatments service: This service provides the tones that Contact Center Manager Server invokes throughout the lifetime of the call (such as Ringback or Busy). All tones for the Contact Center call (including initial Ringback) originate from this Media Service under control of Contact Center Manager Server. This ensures consistency in tone frequency and volume throughout the call lifetime.
Announcement service for RAN: Can also be internationalized on the MAS through a Locale Header. RAN can be .wav for audio or .avi for video. The full RAN filename must be specified as the Route Name when configuring the RAN Route Number in Contact Center Manager Administration.
Announcement service for music: Supports audio-only files.
IVR service: Preprogrammed IVR for Play Prompt and Collect Digits. These services are VXML dialogs.
Multimedia treatment services: Preprogrammed services for Web Push and IM treatments. These services are VXML dialogs that use the MCS 5100 IM protocol and are therefore restricted in terms of their open usage. These features have been added to provide advanced services in controlled environments such as: Internal Help desks where all clients are MCS 5100 based. Kiosks where the customer interface is an MCS 5100 client.
Each MAS service has a unique SIP address. MAS configuration The MAS does not SIP Register its services dynamically with SIP Contact Center. Instead each MAS is statically configured through Contact Center Manager Administration. Services that it can support are deployed against it. MAS media support limitations The MAS currently can support the following media types:
Voice—standard G711 and G729A.
Video—currently supports only Divx Codec.
IM—proprietary MCS 5100 solution support only.
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SIP-enabled Contact Center Manager Server supports queuing of voice and video. While queuing, the call can be offered voice and video treatments as well as Instant Messages and Web Pushes (MCS application compliant).
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Call Flow Sequence Assuming an understanding of the architectural elements described in previous sections, the following section describes how a typical call flow works.
SIP Contact Center Call Flow - PSTN originated Voice Call 1.
A call attempts to access Contact Center services at an address, which can be a SIP URI or a generic ENUM formatted address depending on customer origination point.
2.
This address is resolved by the Communication Server 1000/MCS 5100 number planning. The call is forwarded to the Contact Center as a SIP session. The Communication Server 1000/MCS 5100 application server remains in the call (SIP signalling path) for the duration of the customer session.
The Contact Center anchors the customer call from a SIP signalling perspective so that it is always in the SIP signalling path. To do this it acts as a Back-to-Back User Agent (BBUA) taking the customer call in on the inbound side of a BBUA. The Contact Center will never terminate RTP (Voice or Video streamed data). RTP required to support a Contact Center call originates and terminates on a special Contact Center conference called a Conversation Space (_sip-conf service) which is hosted on the MAS.
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3.
Having anchored the call from a SIP signalling perspective, the SIP Contact Center use a Conversation Space service to initiate a SIP session on the outbound side of the BBUA to the MAS Conversation Space. On successful termination of this service, the Contact Center negotiates with the customer on the inbound BBUA leg to redirect the customers RTP stream to this Contact Center Conversation Space.
4.
This bridge acts as the RTP termination and origination point for the customer for the duration of the call. All customer calls are anchored on the Conversation Space conference.
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5.
Contact Center scripting is invoked at this point, allowing the Contact Center application to give services to the call. RAN, music, IVR, or other services delivered on the MAS can be invoked. This is done by selecting a MAS and generating SIP requests to that MAS for the desired Media Service. The RTP for the service is subsequently joined to the Conversation Space by the Contact Center application such that TFE scripting effectively controls connection and release of specific treatment RTP streams.
6.
When an agent is available, the agent is added to the Conversation Space service, allowing the agent and customer to interact. To add the agent to the Conversation Space, Contact Center Manager Server must establish a SIP session out to the Agent Desktop and bridge the agent to the Conversation Space that the customer currently resides on. Contact Center Manager Server does this by establishing a SIP session request through the Communication Server 1000/MCS 5100 proxy server to the SIP Address of the agent (configured in Contact Center Manager Administration).
7.
As the agent is a converged desktop user, the SIP session is split:
8.
to Communication Server 1000 for the voice portion to MCS 5100 for the application sharing portion (or, in the case of a video call, for termination of the video)
As the SIP Contact Center is monitoring the SIP CTI terminal, SIP CTI events are received showing the status of the call as it arrives and is answered on the SIP terminal.
The alert message to the Agent Voice Terminal is echoed as a SIP CTI message by Communication Server 1000.
As all associated SIP sessions for any of the interactions are always anchored on the Contact Center application server, reporting always has visibility to the endto-end call state.
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Capacity estimation The following table show the peak sustainable capacity, or upper limit, on processing calls using the standard call model. For more information on standard call models, refer to “Standard call models” on page 609.
Peak sustainable call rates for different standard workloads at 50 percent CPU use (CPH)
Processor
100 Active agents 500 Active agents 1000 Active agents
Dual Xeon 2.8 GHz 100,000
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Requirements For information about hardware requirements, see “Server hardware requirements” on page 302. For information about operating system requirements, see “Disk partitioning requirements” on page 310. For information about third-party software requirements, see “Third-party software requirements” on page 314.
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Contact Center Manager
Chapter 24
Engineer the telephony switch In this chapter Section A: Engineer the Communication Server 1000/M1 PBX telephone switch 475 Section B: Engineer the Communication Server 2x00/DMS telephone switch491 Section C: Configure Communication Server 1000/M1 PBX
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Section A: Engineer the Communication Server 1000/M1 PBX telephone switch
In this section Communication Server 1000/M1 telephone switch requirements
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Communication Server 1000/M1 telephone switch requirements This section covers information on the Communication Server 1000/Meridian 1 PBX telephone switch.
Number of servers supported A single Communication Server 1000/Meridian 1 PBX telephone switch can support up to three Contact Center Manager Server systems. Engineer each Contact Center Manager Server system independently of the others, but engineer the telephone switch as a shared resource. Servers cannot share telephone switch resources other than Agent Greeting.
Supported telephone switches Contact Center Manager continues to provide switch connectivity to the Communication Server 1000 or Meridian 1 PBX switching platforms. For details of the releases supported with Contact Center Manager, refer to the following table.
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Product name
Supported releases
Communication Server 1000
3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis
25.40b, 26
Meridian 1 PBX 11C – Cabinet
25.40b, 26
Meridian 1 PBX 51C
25.40b, 26
Meridian 1 PBX 61C
25.40b, 26
Meridian 1 81C
25.40b, 26
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Required applications The following table lists the applications that must be installed on a Communication Server telephone switch using X11 software to support Contact Center Manager in a contact center, knowledge worker, or self-service environment. Application (option) Purpose
Contact Knowledge center worker
Selfservice
35
Integrated messaging (IMS)
✔
✔
✔
77
Command and status link (CSL)
✔
✔
✔
153
ISDN/AP for third parties (IAP 3P)
✔
✔
247
Call ID
✔
✔
311
NGCC mixed generation contact center
✔
✔
324
NGen new generation foundation
✔
✔
For telephones that use Communication Server 1000 software, you must install Level 4 for MCDN-based NSBR networking. Install Level 3a for all other software.
Optional applications The following table lists additional applications that can be installed, depending on the level of functionality required. Application (option) Purpose
40
Basic ACD
41
Basic ACD B
42
Basic ACD 3 usage reports
43
Basic ACD C2 load management
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Application (option) Purpose
45
Basic ACD A
50
ACD D used for ACD MAX applications
145
Integrated services digital network (ISDN)
146
Primary rate access (PRA)
214
Enhanced ACD routing (EAR)
215
Customer controlled routing (CCR)
Networked ACD The usage of Networked ACD (NACD) is transparent to Contact Center Manager. The call rates used in Contact Center Manager Server engineering are the total calls arriving to Contact Center Manager Server from the local telephone switch, either directly or from Networked ACD.
ISDN The ISDN circuits to the PSTN must be provisioned to handle the network call traffic to and from each telephone switch. It is assumed that these circuits are provisioned in a similar manner to that of NACD.
Number of trunks required ACD trunks To determine the number of ACD trunks required to route calls to agents, refer to one of the following Communication Server 1000/Meridian 1 PBX documents:
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NACD trunks NACD trunks are used to route calls between contact centers in a networked Contact Center Manager environment. Refer to the documents cited in the preceding section to calculate NACD trunk requirements.
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Communication Server 1000/M1 telephone switch capacity The capacity of Contact Center Manager Server is a factor of both Contact Center Manager Server and the physical capacity of the telephone switch. The call throughput of Contact Center Manager Server depends on several factors. Some of these are the following:
rated capacity of the telephone switch
call complexity
expected call rate
Contact Center Manager Server hardware platform and configuration
LAN speed
total LAN traffic
You can use the Nortel Networks Enterprise Configurator (NNEC) to calculate call throughput for the Communication Server 1000/Meridian 1 PBX telephone switch. It is used to preform CS 1000 CPU calculations for users in North America and the Caribbean and Latin America (CALA). It replaces Meridian Configurator and 1-Up.
How switch capacity is calculated Trunks normally operate at 28 CCS (busy for 2800 seconds during an hour) and ACD Agents typically operate at 33 CCS (3300 seconds busy during an hour). Therefore, more trunks than agents are required to keep the agents busy (~18 percent more trunks than agents). The number of trunks a site provisions depends on what the busy hour (incoming calls) volume is and how full queues become, for example, do you want customers in a queue getting music or getting a busy signal from the Central Office because the trunks are busy. The model suggests the use of 50 percent more trunks than agents. You can use a different ratio.
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Because agents are busy for 3300 seconds during an hour and call duration is an average of 3 minutes (180 seconds), that means each agent handles 3300/180=18.3 calls an hour. This implies that for 3350 agents (the maximum number currently supported), there are 61,417 agent handled calls an hour. Each trunk can handle 15.6 calls an hour (2800/180). Therefore, to handle the 61 417agent calls requires conservatively 3,930 trunks. Thus a site with a trunk/agent ratio of 1.5 needs (3350 x 1.5)-3930=1095 trunks to queue calls. In the worst case, this means treating queued calls at the rate of 15.6 x 1095 or 17,082 CPH). The CPU calculation must take into account the treatment that the extra trunks generate (the total number of calls depends on how long the queue wait time is, so this becomes difficult to determine). It is up to you to determine what treatment these calls receive, what load factor is used for them, and are how they are handled by Contact Center Manager. The worst case is that the extra trunks queue calls at the maximum rate. This means there are a total of 78,387 calls on system at full capacity. If you use the hybrid treatment, with a load factor of 8.78 and include the trunking factor of 1.6 and a misc. load of 0.25, you have a load factor of 10.63 per call. So for 3350 agents with a 1.5 trunk ratio, there are 78,387 x 10.63=833,254. This results in a total CPU load of (833,254/880,000) of 95 percent, hence the hybrid solution of 3350 agents at 100 percent CPU usage. For more information, see “Inbound call models,” on page 610 and “Differences between telephone switches,” on page 600.
Rated capacity of the telephone switch The capacity of the telephone switch is specified as the number of Equivalent Basic Calls (EBC) per hour. An EBC is a measure of the telephone switch CPU real-time required to process a basic call. For an IP system (CS 1000E), a basic call is defined as a simple unfeatured call between two i2004 sets, on the same telephone switch, using a four-digit dialing plan.
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The EBC capacity of the telephone switch depends on the processor type, as shown in the following table. Telephone switch
Capacity
SSC (CS 1000M, CS 1000S, Option 11c) 42,000 (no IP expansion) 35,000 (with IP expansion) CP3 (CS 1000M, Meridian 1 PBX)
72,000
CP4 (CS 1000M, Meridian 1 PBX)
100,900
CP-PII (CS 1000M, Meridian 1 PBX))
315,000
CPP4 (CS 1000M, Meridian 1 PBX)
1,006,000
CP-PII (CS 1000E, CS 1000M pure IP)
210,000
CPP4 (CS 1000E, CS 1000M pure IP)
880,000
Quoted EBC or BHCC capacity for CS 1000M configurations are for TDM solutions and for CS 1000E are for IP solutions. For more information about call server engineering, see the appropriate Planning and Engineering guide (553-3011-120, 553-3021-120, 553-3031-120, or 553-3041-120.
Call complexity The complexity of a Contact Center Manager call is defined as the number of each type of service used by the call. All calls have an EBC cost, with calls of greater complexity (that is, using a greater number of services) costing more EBCs. For example, a basic call costs 2.40 EBC; Give Music costs 0.25 EBC; Give IVR (including transfer) costs 2.29 EBC. Therefore, a call that receives IVR and Music treatments costs 2.40 + 0.25 + 2.29 = 4.94 EBC To quantify levels of call complexity, Nortel has defined several call models, which represent simple, complex, and front-end IVR systems (see AppendixD, “Standard call models”). You can calculate the EBC cost using the NNEC. 482
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Simple model: Front-end IVR system In this call model, the IVR system handles IVR processing. Therefore, the cost of IVR processing is removed from the telephone switch. The following table shows the number of each type of treatment per call in this model. Service name
Number of treatments per call
Queue to Skillset
2
Give RAN
0
Give Music
1
Intrinsics Accessed
5
If-Then-Else Executed
5
Notes: 1.
The EBC cost of this call is 3.28 EBC.
2.
If CallPilot is used, it adds an additional EBC cost because of MLS processing.
Average complexity model: typical (hybrid complexity model) This call model uses features from both Contact Center Manager and the telephone switch. The following table shows the number of each type of treatment per call. Service name
Number of treatments per call
Queue to Skillset
2
Give Controlled Broadcast Start/Stop
1
Give IVR
1
Give RAN
2
Give Music
1
HDX Send
1
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Service name
Number of treatments per call
HDX request/Response
1
Intrinsics Accessed
5
If-Then-Else Executed
5
The EBC cost of this model is 8.78 EBC. If CallPilot is used instead of Meridian Mail, the EBC cost is 15.49 due to MLS processing. Complex model: Symposium Voice Processing (SVP) The following table shows the number of each type of treatment per call under this model. Service name
Number of treatments per call
Queue to Skillset
2
Give Controlled Broadcast Start/Stop
3
Collect Digits Voice Session
1
Give IVR
1
Give RAN
1
Give Music
1
HDX Send
1
HDX request/Response
1
Intrinsics Accessed
5
If-Then-Else Executed
5
The EBC cost of this model is 13.84 EBC. With CallPilot instead of Meridian Mail, the EBC value is 27.37
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Maximum achievable call rates To determine the maximum achievable call rates for different telephone switch models, all contributions resulting from the following parameters must be considered:
the call complexity
the MLS commands issued by CTI applications
any other applications that are communicating with the telephone switch over the ELAN subnet
You can determine the call rate by calculating the total Equivalent Basic Call (EBC) value for all incoming traffic per telephone switch type.
Sample calculations using NNEC The calculations in this section are performed using the NNEC. CPU use greater than 100 percent is not supported. Running a system at 100 percent CPU use does not leave room for growth in sets or adding new features. The following tables show sample calculations based on these parameters:
1.5 trunks per agent
using published EBC for call type and CPU
call duration of three minutes or 20 calls per hour per agent
Notes: 1.
The numbers in brackets in the following tables are the EBC load factors for the script model.
2.
The following tables are based on the maximum number of supported agents.
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CS 1000E/CS 1000M IP agents - CPP4 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 2300
1850
Hybrid (8.78)
3350
2650
IVR (5.42)
3350
3350
Assume 1.5 V-trunks per agent is EBC = 880,000 for IP calls. CS 1000M TDM agents - CPP4 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 2200
2150
Hybrid (8.78)
2200
2200
IVR (5.42)
2200
2200
Assume 1.5 PRI trunks per agent is EBC = 1,006,000 for TDM calls. The CS 1000M (MG) is limited by the number of TDM talkslots, therefore it can support a maximum of 2200 TDM agents. CS 1000E /CS 1000M IP agents - CP-PII 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 560
450
Hybrid (8.78)
790
630
IVR (5.42)
1100
875
Assume 1.5 V-trunks per agent, is EBC = 210,000 for IP calls.
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CS 1000M TDM agents - CP-PII 100 percent rated CPU
80 percent rated CPU
Symposium Voice Processing (13.84) 1200
970
Hybrid (8.78)
1725
1375
IVR (5.42)
2200
1925
Assume 1.5 PRI trunks per agent is EBC = 315,000 for TDM calls.
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Supported phones This section describes the phones supported with Contact Center Manager Server. For more information, refer to the Partner Information Center publications (www.nortel.com/pic).
Contact center phones Phones that are designed specifically for contact centers are recommended for use with Contact Center Manager Server. These are specifically:
M3905–Call Center Telephone
M2216–ACD Digital Telephone
Communication Server 1000 or Meridian 1 PBX ACD phones Contact Center Manager Server also supports all phones that can be configured for use with Communication Server 1000 or Meridian 1 PBX ACD. These include:
Meridian modular telephones (MMT) M2216 M2616
M39xx series telephones M3904 M3905
IP phones and Softphones IP Phone 2004 IP Phone 2002 IP Phone 1120E IP Phone 1140E IP Softphone 2050
The following conditions apply:
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These phones are not designed for a contact center environment and some contact center features are not available for use.
Support of specific types of phones can change with each software release of the call server (CS 1000). Consult the CS 1000 documents for an up-todate list of supported phone types for the software release in use.
The Wireless 22xx series phones are not supported by Contact Center Manager Server, but do have limited ACD functionality. Refer to Wireless 22xx series Phone documentation.
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Section B: Engineer the Communication Server 2x00/DMS telephone switch
In this section Communication Server 2X00/DMS Communication Control Toolkit— ICM link 492 Communication Server 2x00/DMS telephone switch requirements
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Impact of ICM traffic
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Communication Server 2X00/DMS Communication Control Toolkit— ICM link Only one of the following voice-capable service providers can be installed in a Contact Center 6.0 solution:
Communication Server 1000/Meridian 1 PBX (voice)—Contact Center MLS
Communication Server 2x00 (voice)—ICM
MCS 5100 (SIP) Contact Center (voice and video)—TR/87
Logical connection to the SIP service provider on Contact Center Manager Server
Support for the ICM link is provided by the inclusion of the CCT service provider.
Computer Telephony Integration message link Communication Control Toolkit provides a message link through ICM (TCP/ IP). ICM provides notification from the switch of call routing events and allows CTI applications to pass agent management and call control requests to the switch. It is an open interface for third party applications with TCP/IP protocol and Ethernet connectivity.
ICM components ICM components include:
492
Switch software (Centrex, ACD, ICM)
Switch peripheral hardware (LPP, EIU)
Physical link
Switch router and CPE Router
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Capacity and performance The following are capacity and performance figures for Communication Control Toolkit for Communication Server 2x00/DMS configuration:
The maximum number of agents supported in Communication Control Toolkit is 2000.
The recommended call rate limit is 36,000 calls per hour.
For more information on capacity and performance, refer to “Product limits” on page 588. Communication Control Toolkit for Communication Server 2x00/DMS configuration offers solution tips on scalability:
Multiple Communication Control Toolkits can be associated logically with a Contact Center
Call data sharing is not supported between Communication Control Toolkit servers associated with the same Contact Center Manager Server
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Communication Server 2x00/DMS telephone switch requirements This section covers information on the Communication Server 2x00/DMS telephone switch.
Supported software loads The following Call Center Module (CCM) software loads are supported with Contact Center Manager Server Release 6.0: CCM010, CCM011, CCM012, CCM013, CCM014, CCM015, CCM016, CCM017. Refer to the Communication Server 2x00/DMS engineering guidelines to properly configure the Communication Server 2x00/DMS telephone switch. Throughout this guide, the term Communication Server 2x00/DMS telephone switch applies to the following telephone switch types:
DMS
Meridian SL-100
Communication Server 2000
Communication Server 2100
Number of servers supported A single Communication Server 2x00/DMS telephone switch can support up to 16 Contact Center Manager Server systems. Configure each Contact Center Manager Server system independently of the others, but configure the DMS telephone switch as a shared resource.
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Number of audio routes required Contact Center Manager Server can use up to 512 preconfigured audio routes. The audio routes are classified as either music routes or RAN routes, depending on whether the last give treatment command in the audio route is Give Music or Give RAN, respectively. The Communication Server 2x00/DMS telephone switch must assign an audio route to every call waiting for an agent. Contact Center Manager Server supports up to 3000 waiting calls.
Number of CDNs required The calls arriving at any Contact Center Manager Server are held in a series of CDNs. Each CDN holds up to 511 calls. Contact Center Manager Server Release 6.0 supports 3350 active agents with active calls. The server can support up to 3000 waiting calls. For 3000 waiting calls, you require at least six CDNs (3000/511). The maximum number of CDNs supported is 100.
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Communication Server 2x00/DMS telephone switch capacity To analyze the impact from one or more Contact Center Manager Server systems on the Communication Server 2x00/DMS telephone switch, you must first calculate the workload on each of the servers. You can derive the workload generated against the Communication Server 2x00/DMS telephone switch from each server in Contact Center Manager Server system. The following factors may limit the maximum call rate that can be achieved, depending on the details of a particular call processing scenario:
For communication between the Communication Server 2x00/DMS telephone switch and Contact Center Manager Server, 1024 invoke IDs are available. IDs in the range from 0 to 511 are reserved for communications sent from Contact Center Manager Server to the telephone switch, while the telephone switch can use IDs in the range from 512 to 1023 to send communications to Contact Center Manager Server.
For each ICM/SCAI link, 128 buffers are available to process incoming and outgoing messages.
Workload characterization Communication Server 2x00/DMS workload from Contact Center Manager Server is described in terms of the number and types of ICM messages sent to the Communication Server 2x00/DMS telephone switch. Normal operation The types of ICM messages that Contact Center Manager Server uses during normal operations are Give_Treatment, Route_Call, and Give_IVR.
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Call processing The types of ICM treatments that Contact Center Manager Server uses during call processing operations are described in the following table. Treatment type
ICM message
Ringback
Give_Treatment(Ringback)
RAN
Give_Treatment(RAN)
Music
Give_Treatment(Music)
Script commands The ICM messages sent to the Communication Server 2x00/DMS telephone switch depend on the script commands that are executed by the scripts. Assume in this model that each script includes the following:
one Give_Ringback command
one Queue_To_Skillset command
one Quit command
For a Basic call, this results in one GT_Cuc(Ringback) command for the Give_Ringback, and one Route_Cuc command for the completion of the Queue_To_Skillset. If a script starts with either the Give_RAN or Give_Music command, Contact Center Manager Server automatically sends a Give_Ringback command. For engineering purposes, assume in this model that the script always starts with the Give_Ringback command.
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Mapping of script commands to messages The mapping of Contact Center Manager script commands to ICM messages is summarized in the following table. Script command
ICM messages
Basic Contact Center Manager call operations services
Queue To Skillset
0
Queue To Agent
0
Give Ringback
1 - Give_Treatment(Ringback)
Give RAN
1 - Give_Treatment(RAN)
Give Music
1 - Give_Treatment(Music)
Route Call
1 - Route_Call
Data Exchange Send Info
0
Data Exchange Request / Response
0
Script Intrinsic Reference
0
“If Then Else” treatments
0
Notes:
498
1.
For the Queue To Skillset command, assume in this model that the Route_Call message, sent after the Remove From Skillset command, is included in the definition of the Basic Call.
2.
For the Queue To Agent command, assume in this model that the Route_Call message, sent after the Remove From Agent command, is included in the definition of the Basic Call.
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ICM messages per call The Communication Server 2x00/DMS workload of the predefined Contact Center Manager call model is based on the expected number of call services per call, and the cost of the individual script command. The following table shows the number of ICM messages sent to the Communication Server 2x00/DMS telephone switch for each Contact Center Manager call. ICM message
Number per call
Route_Call
1
Give_Treatment(Ringback)
1
Give_Treatment(Music)
User-defined
Give_Treatment(RAN)
User-defined
External events per call The Communication Server 2x00/DMS workload is also a function of the number of external events that happen per call. This information is summarized in the following table. telephone switch event
Number per call
IVR Call Processed
1 if external IVR; 0 otherwise
Call Transfer
User-defined
Conference Call
User-defined
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Impact of ICM traffic Contact Center Manager uses MLS to support third-party CTI applications. However, only a limited subset of MLS messages are supported when Contact Center Manager Server is connected to the Communication Server 2x00/DMS telephone switch. These messages are:
Initiate Transfer
Complete Transfer
Login
Logout
Ready
Not Ready
Every MLS message sent to Contact Center Manager Server results in a corresponding ICM message sent to the Communication Server 2x00/DMS telephone switch. The switch additionally generates response messages as well as unconfirmed event-type messages for any activity resulting from the original MSL message. To estimate the impact to the network, from this activity, CapTool accounts for each application that sends MLS commands to Contact Center Manager Server. For performance modeling, CapTool considers only the transfer operations, because the overall contribution due to number of agent interruptions per shift (that is, Login/Logout, Ready/Not Ready) is expected to be insignificant when compared with the transfer events. Alternatively, CTI applications can be written to natively support the ICM interface. The third-party application developer obtains licensed access to the interface from the Nortel Developer Program. The third-party application is written to adhere to the ICM protocol as defined in the ICM protocol specification. Because of the infinite variety and complexity of native ICM thirdparty applications, they are not modeled using the CapTool.
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LinkPlexer This section covers information on the LinkPlexer software used with the Communication Server 2x00/DMS telephone switch
LinkPlexer and session sharing LinkPlexer enables Contact Center Manager and other ICM applications (such as an external IVR system) to control the same DN on the Communication Server 2x00/DMS telephone switch. The Communication Server 2x00/DMS telephone switch enables a DN to be associated with only one DMS/host session, and multiple applications must log on to the telephone switch using separate sessions. Therefore, different applications cannot control the same DN. LinkPlexer overcomes this limitation by opening a single session to the telephone switch, and enabling multiple applications to use this session. In the case of an external IVR system, LinkPlexer is not required if the external IVR system uses the MLS feature of Contact Center Manager. However, the MLS feature provides support only for the following CTI commands:
Login
Logout
Ready
Not Ready
Initiate Transfer
Complete Transfer
The last two commands pertain to digital transfer.
Hardware requirements For a list of LinkPlexer 6.0 hardware requirements, see Chapter 15, “Hardware requirements.”
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Configure the LinkPlexer system To properly configure the LinkPlexer system and the Communication Server 2x00/DMS telephone switch, refer to LinkPlexer 6.0 Installation and Configuration Guide.
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Section C: Configure Communication Server 1000/M1 PBX
In this section Overview
504
Configure the ELAN subnet (knowledge worker environment)
505
Configure CDNs
511
Configure Communication Control Toolkit phones
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Overview The following checklist lists the tasks required to configure the telephone switch for Contact Center Manager. ✔
Description
Configure the ELAN subnet hardware and software. See “Configure the ELAN subnet (knowledge worker environment)” on page 505. In a contact center environment, the ELAN subnet is configured during installation and configuration of Contact Center Manager Server. Configure CDNs to be controlled by Contact Center Manager. See “Configure CDNs” on page 511. Configure phones for use with Communication Control Toolkit. See “Configure Communication Control Toolkit phones” on page 513. Configure IVR ports, ACD queues, and phonesets for use with IPML. See the IPML Distributor Software Installation Guide.
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Configure the ELAN subnet (knowledge worker environment) If you install Contact Center Manager in a contact center environment, Contact Center Manager communicates with the telephone switch through Contact Center Manager Server. To configure the connection between Contact Center Manager Server and the telephone switch, refer to the Contact Center Manager Server Installation and Maintenance Guide. The NIC connected to the Nortel server subnet card must always be first in the binding order. If another NIC is connected to the ELAN subnet (not advised), the NetBios must be disabled. TCP port number 8888 is used in the Telephony Switch for the AML communication with the Contact Center Manager Server. In a single-NIC environment:
Ensure the ELAN subnet is connected to the Nortel server subnet through one router.
In Contact Center Manager Server, point to the IP address of the Nortel server subnet for CallPilot, as opposed to the IP address of the ELAN subnet NIC (telephony switch).
Configure the hardware In Contact Center Manager, the ELAN subnet must be connected to the Nortel server subnet through only one router. All the computers connected to the router must also be configured to acknowledge the presence of this router (also known as the Default Gateway). To add a Default-Gateway to the Communication Server 1000/ Meridian 1 PBX telephony switch Use the following commands: >LD 117 >new route 0.0.0.0 a.b.c.d Planning and Engineering Guide
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Where a.b.c.d denotes the IP address of the gateway local to the telephony switch.
Configure the software When you complete the hardware configuration of the Ethernet port, perform the following tasks to configure the software: 1.
Assign an IP address to the telephone switch.
2.
Define a default gateway.
3.
Define the Embedded LAN (ELAN) and a Value Added Server (VAS).
4.
Enable the ELAN subnet link.
5.
Check the ELAN subnet link.
The latter three tasks associate the link (ELAN) with a VSID (Value Added Server Identification) to enable message transmission.
Assign an IP address to the telephone switch To assign an IP address for an Ethernet port, log on to the telephone switch through Communication Server 1000 Telephony Manager. Use the following sample session as a template, substituting relevant values where appropriate in overlay 117: > LD 117 NEW HOST M1SERVER_A 47.1.1.10
where M1SERVER_A is the host name for the IP address, and 47.1.1.10 is the IP address of the active Ethernet port. CHG ELNK ACTIVE M1SERVER_A CHG MASK 255.255.255.0
where 255.255.255.0 is the local subnet mask. In a redundant system with a dual CPU, repeat this process for the backup inactive CPU, using the following template and substituting appropriate values where necessary: 506
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> LD 117 NEW HOST M1SERVER_B 47.1.1.11
where M1SERVER_B is the host name for the IP address, and 47.1.1.11 is the IP address of the standby Ethernet port. CHG ELNK INACTIVE M1SERVER_B
After you assign the necessary IP address(es), press the <MAN INT> button on the CPU card to manually initialize the system and activate the new IP address information.
Define a default gateway The routing table supplies the telephone switch with the IP addresses of a gateway server. This information enables the telephone switch to send return messages to the gateway for forwarding to the requesting client. If you have a default gateway in the network, use the following sample session as a template, substituting relevant values where appropriate: > LD 117 NEW ROUT 0.0.0.0 a.b.c.d
where a.b.c.d is the IP address of the default gateway.
Primary IP address procedures This section provides procedures for activation, validation, and recovery of the Primary IP address. Activation procedure Manually initialize the system to activate the connection to the IP address configured in overlay 117. You must manually initialize the system to establish the initial connection to the primary IP address. After the connection is established, another manual initialization is required only if the primary IP address is changed.
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Validation procedure To verify that the primary IP address is active, compare the IP address configured in overlay 117 with the IP address used in overlay 137. The IP addresses must be identical in both overlays. To validate the IP address, use the following sample as a template, substituting relevant values where appropriate: > LD 117 OAM000 PRT ELNK ACTIVE ETHERNET: PRIMARY_IP 47.48.49.50 INACTIVE ETHERNET: SECONDARY_IP 47.48.49.51 OK > LD 137 CIOD000 STAT ELNK ELNK ENABLED Ethernet (ln unit number 0): Host: PRIMARY_IP Internet address: 47.48.49.50
where 47.48.49.50 indicates the actual IP address used. Broadcast address: 47.48.49.255 Ethernet address: 00:00:75:32:1e:ca Netmask: 0xff000000; Subnetmask: 0xfffff000 33520 packets received; 12308 packets sent 0 input errors; 0 output errors 0 collisions
If the IP addresses are not identical, the IP address is invalid and you must perform the recovery procedure. 508
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Recovery procedure If the connection to the Primary IP address is lost, you can reestablish it by performing the following tasks: 1.
Manually initialize the system to reestablish a connection to the primary IP address.
2.
Perform the validation procedure again to confirm that the Ethernet connection is fully functional.
Define the ELAN subnet with LD 17 Use these prompts and responses in Overlay 17. For prompts that are not specified in the following table, press Enter. Prompt
Response
Description
REQ
CHG
Change
TYPE
CFN
Configuration Record
ADAN
NEW ELAN 16, Add/change/remove CHG ELAN 16, I/O device type ELAN 16 (AML over OUT ELAN 16 Ethernet).
CTYP
ELAN
Card type
DES
NAME
Enter a name for the ELAN port number. Use a generic name because the ELAN port is not dedicated to a specific application.
VAS
NEW
Add a value added server.
VSID
16
VAS identifier
ELAN
16–31
Associate VAS ID with the ELAN.
SECU
Yes
Turn on security for MLS applications.
CSQO
255 maximum
Number of call registers linked to output queue
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Prompt
Response
Description
CSQI
255 maximum
Number of call registers linked to input queue
REQ
END
Exit from overlay.
Enabling the ELAN subnet link 1
At the telephone switch administration terminal, load LD 48.
2
Type the command ENL ELAN 16.
Checking the ELAN subnet with LD 48 After you configure the VSID and start the Contact Center Manager program, the ELAN subnet link comes into service. Follow these steps to check the ELAN subnet link: 1
At the telephone switch administration terminal, load LD 48.
2
Type the command STAT ELAN.
3
Ensure that, under your Contact Center Manager ELAN IP address, LYR7 and APPL are active. Note the ELAN ID. Example ELAN #: 16 DES: the application (for example, elan16) APPL_IP_ID: 47.152.163.68 LYR7: ACTIVE EMPTY APPL ACTIVE
4
Check the ELAN subnet connection by pinging the telephone switch IP address from Contact Center Manager Server. a. Open a DOS prompt window. b. Type ping nnn.nnn.nnn.nnn where nnn.nnn.nnn.nnn is the telephone switch IP address c. Press Enter.
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Configure CDNs Controlled Directory Numbers (CDN) are specialized ACD-DNs or queues on the telephone switch. Contact Center Manager can control CDNs that are not controlled by Contact Center Manager Server (only one application can control a CDN). However, Contact Center Manager can monitor CDNs controlled by other applications, such as Contact Center Manager Server. You must configure CDNs on the telephone switch, as well as in the Contact Center Manager snap-in utility. This section describes how to configure CDNs controlled by Contact Center Manager on the telephone switch. To monitor a CDN controlled by Contact Center Manager Server, configure the CDN as described in the Contact Center Manager Server documentation. Then, configure the DN in the Contact Center Manager Configuration Tool, making sure that DN Monitor is checked.
Assumptions The following assumptions are made:
You know the user ID and password to log on to the telephone switch administration terminal.
You are familiar with telephone switch Change and Diagnostics overlays.
You have a list of available CDNs (LD 23).
VSID definitions Do not enter a VSID definition on CDNs.
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Configure a CDN with LD 23 Use these prompts and responses in Overlay 23. For prompts that are not specified in the following table, press Enter. Prompt
Response
Description
REQ
NEW
Add a CDN.
TYPE
CDN
Control DN data block
CUST
0–99
Customer number
CDN
xxxx
Control Directory Number
RPRT
No
Deactivate the report control option.
DFDN
xxx(xxxx)
Default ACD-DN. The ACD-DN to which the call is routed if there is a problem on Contact Center Manager.
CNTL
Yes
DN is controlled by Contact Center Manager.
REQ
END
Exit from overlay.
Next steps
512
Configure the CDN in the Communication Control Toolkit Configuration Tool. See the Communication Control Toolkit Installation and Maintenance Guide. Ensure that DN Monitored is checked.
Configure the CDN as a route point address in the Contact Center Manager Configuration Tool. See the ICommunication Control Toolkit Installation and Maintenance Guide.
When you develop the application, use the appropriate API call to acquire the CDN.
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Configure Communication Control Toolkit phones Use Overlay 11 to configure phones for use with Contact Center Manager. Follow these guidelines:
Set the AST value for the phone to the key to be monitored by Communication Control Toolkit and Contact Center Manager. For example, if the keys you choose to control are 00 and 03, set the values for 00 and 03.
Set IAPG=1
To have other Contact Center Manager call control features, such as transfer and conference, program these features on the phone.
Next steps
Configure the phone in the Communication Control Toolkit Configuration Tool (see the Communication Control Toolkit Installation and Maintenance Guide). Ensure that DN Monitored is checked.
Configure the CDN as a terminal in the Contact Center Manager Configuration Tool (see the Installation and Maintenance Guide).
Unsupported keys Limitations in Meridian Link prevent the Service Provider from supporting the following keys:
Call park/unpark
No-hold conference call
Pickup
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Contact Center Manager
Chapter 25
Engineer the data network In this chapter Overview
516
Contact center and self-service environments
519
Knowledge worker environment
523
Network traffic
531
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Engineer the data network
Standard 11.12
Overview The following illustration shows a contact center that is based on a Communication Server 1000/Meridian 1 PBX telephone switch in a nodal environment.
516
Contact Center Manager
Media Gateway
VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
Planning and Engineering Guide
VGMC
Gateways
CCMS CCMA
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CallPilot CallPilot Web Server OTM
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
NCC
Modem
VPN Router 1100
CCMM CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
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IP multicasting IP multicasting provides multipoint communication by simultaneously delivering information from one sender to multiple receivers. For more information about IP multicasting, see AppendixE, “IP Multicast Networking”
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Contact center and self-service environments In contact center and self-service environments, the Contact Center Manager Server communicates to other servers through the Nortel server subnet and to the PBX through both the Nortel server subnet and the ELAN subnet.
Network interface card binding order Configure the binding order of the network interface cards so that the NIC connected to the Nortel server subnet card is first, followed by others such as the virtual adapters for remote access. If more than one network interface card is enabled, you may experience delays in Request/Response messages between the clients and the server.
Nortel server subnet The Nortel server subnet is intended for inter-server communications, such as Communication Control Toolkit with Contact Center Manager Server. It is connected to the ELAN subnet through one (and only one) router. The following illustration shows this network configuration.
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MCS IP/Web Client Manager
MCS Media Application Server
MCS Database Server
CCMS
Gateways
Media Servers
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
ELAN Subnet
MCS Mgmt/ Accnt Server
VGMC
Media Gateway VGMC
520 VGMC
Call Server
CCMA CCMM
Modem
VPN Router 1100
CCT
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Engineer the data network Standard 11.12
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Enterprise IP network traffic In a knowledge-worker environment, Communication Control Toolkit communicates on the Nortel server subnet, and on the ELAN server subnet, to the PBX either directly or through a router from the Nortel server subnet:
MLS traffic
client communication
IVR messages
call data networking messages between Communication Control Toolkit servers
To calculate overall LAN requirements, add the bytes per second required for each of these message types. MLS traffic The network traffic on the LAN relating to MLS messages is directly proportional to the number of lines monitored and the number of calls appearing in the telephone switch on these lines. During the life of a basic call, normal operations performed include MakeCall, Answer, Hold, Unhold, and Drop. To calculate the load on a LAN, assume that Answer, Hold, Unhold, and Drop operations are performed for every inbound call appearing in the contact center. The total number of bytes required for the messages related to these operations is 763 bytes per call. Therefore, to calculate the LAN requirements for Communication Server Link protocol messages, for 10,000 basic calls per hour, use the following formula: (763 x 10,000)/3600 (seconds per hour) = 2120 bytes per second IVR messages The LAN requirements for IVR messages depend on your implementation.
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Standard 11.12
Call data networking messages between Communication Control Toolkit servers The network traffic overhead due to call data networking messages is directly related to the following:
the number of calls overflowed from one Meridian telephone switch to a remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment (for example, using either Contact Center Manager Server or direct connect)
Other traffic This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional requirements.
Maximum acceptable use Total bandwith utilization of an Ethernet network must not exceed 30 percent in a non-switched network environment. Communication Control Toolkit use of the LAN can be as high as 9 percent for a system with 500 agents. Ensure that the LAN has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to other traffic.
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Knowledge worker environment In a knowledge-worker environment, Communication Control Toolkit communicates on the Nortel server subnet and, in turn, the ELAN subnet to the PBX.
Network interface card binding order Configure the binding order of the network interface cards so that the NIC connected to the Nortel server subnet is first, followed by others such as the virtual adapters for remote access. Enterprise IP network traffic In a knowledge worker environment, Communication Control Toolkit adds the following elements to the Enterprise IP network traffic:
client communication
IVR messages
call data networking messages between Communication Control Toolkit servers
To calculate overall LAN requirements, add the bytes per second required for each of these message types. IVR messages The LAN requirements for IVR messages depend on your implementation. Call data networking messages between Communication Control Toolkit servers The network traffic overhead due to call data networking messages is directly related to the following:
the number of calls overflowed from one Meridian telephone switch to a remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment
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Other traffic This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional requirements. Maximum acceptable use Total usage of the Enterprise IP network must not exceed 30 percent in a shared network environment. Communication Control Toolkit use of the Enterprise IP network can be as high as 9 percent for a system with 500 agents. Ensure that the Enterprise IP network has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to your traffic.
ELAN subnet requirements The Embedded LAN is an Ethernet link designed for server communications with the PBX. The ELAN subnet must be simple, protected, and local. For example, do not extend the ELAN subnet over a WAN. ELAN subnet traffic The ELAN subnet carries the call processing AML traffic. Maximum acceptable use The maximum acceptable use of the ELAN subnet depends on the amount of traffic on the LAN, the length of the cable, and the size of the messages. The probability of collision of packets depends on these factors and affects the average delay within the network. To minimize excessive network message transfer delays due to network congestion, ensure that steady state ELAN subnet use does not exceed 10 percent.
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If your network is operating at or near this limit, replace the shared media hub with an Ethernet switch. For more information about configuring your ELAN subnet, refer to Data Networking for VoIP.
Technical problems The following sections describe problems that can arise if the ELAN subnet is not simple, protected, and local. Propagation/queuing delays AML traffic between the telephone switch and application servers occurs in realtime. Network devices (such as routers and firewalls) and distance cause network propagation and queuing delays. These delays are dynamic and, at a certain threshold, can make the AML time out and initialize. Impact: Inability to treat calls. Lack of reliability or robustness When an ELAN subnet is extended across a WAN, at least three physical networks are interposed between the telephone switch and the server.
The ELAN subnet is designed for mission-critical purposes. Additional network devices increase the number of potential points of failure and, therefore, increase the chances of failure of the ELAN subnet.
The ELAN subnet is designed to be secure and protected. External physical connectivity exposes the ELAN subnet to potential security threats.
Impact: Telephone switch initialization failure, contact center outages, unauthorized access to sensitive data. Increased maintenance and support effort If more network devices are added to the ELAN subnets (for example, for WAN connectivity), they require additional:
configuration (for example, routing)
maintenance (for example, firmware and software upgrades)
support (it takes more time to troubleshoot a more complex network)
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Engineer the data network
Standard 11.12
These additional maintenance and support activities may result in a greater number of interruptions to the communication between the telephone switch and Communication Control Toolkit. Impact: Contact center outages and recovery delays. Bandwidth contention Under the normal supported ELAN subnet configuration, ample bandwidth is available on the ELAN subnet.
The telephone switch is sensitive to heavy ELAN subnet traffic. Heavy ELAN subnet traffic (such as broadcast storms and multicast traffic) caused by other devices on the ELAN subnet (such as defective NICs or misconfigured devices) can cause the telephone switch to initialize.
Propagation delays lower the effective bandwidth availability.
The illustration on page 527 shows the relationship between the average delay factor and the LAN usage for different wire lengths. For example, for a system in a single room (where the wire length between components is under 30 meters [m]), the delay factor is 2 when the LAN use is 50 percent. That is, data packet takes twice as long to travel between the components as it does on an idle system. The delay factor x effectively reduces the LAN bandwidth by the factor of x. For example, for a delay factor of 2, the effective bandwidth of the Ethernet LAN is 5 MB/s instead of 10 MB/s. The following illustration shows the performance characteristics for Ethernet.
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Plan Enterprise IP network and ELAN subnet traffic so that the delay factor is never greater than 2. Use this illustration to determine the maximum allowable use given the distance between Communication Control Toolkit components. For example, if the distance between the Communication Control Toolkit components is expected to be 3000 m, ELAN subnet use must not exceed 30 percent. If all of the Contact Center Manager Server components are placed in the same building and the wire length does not exceed 300 m, the maximum ELAN subnet use can be as high as 45 percent. Enterprise IP network use is estimated based on the maximum distance between Contact Center Manager Server components as well as your own components. Impact: Telephone switch call handling operations and contact center outages.
Planning and Engineering Guide
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Standard 11.12
Slow messaging when NetBios is configured on the LAN The Nortel server subnet card must always be first in the binding order. NetBios must be disabled on the NIC connected to the voice switch (ELAN NIC) because NetBios is not a routable protocol, NetBios traffic does not work well on multi-homed hosts. Impact: Delays in telephony messaging on ELAN subnet.
Other problems Multiple groups from multiple companies manage the ELAN subnet In many companies, the IT group, Network group, and the Telecom group are not in the same reporting structure, or they are outsourced organizations. With a simple embedded LAN between the telephone switch and the application servers, the servicing group does not need to involve all of these groups when troubleshooting ELAN subnet problems. However, after the ELAN subnet is extended in a WAN, multiple groups and companies are required to solve ELAN subnet-related problems. Impact: Delays to ELAN subnet network problem resolution. Process complications due to (security) policies when the ELAN subnet requires external access (for example, a WAN) When end customers expose their internal network to the external network, they normally apply and enforce security policies. The resulting additional security devices (firewall, VPN, and so on) add overhead and propagation delays between the telephone switch and application servers. Additional security policies also add time delays to accomplish tasks. For example, a simple IP address change (for troubleshooting purposes) requires the approval of many groups and the signatures of many managers. Impact: Delays in maintenance activities and problem resolutions.
Conclusion The ELAN subnet is designed as a mission-critical link between the telephone switch and application servers. Therefore, the focus is not on the average uptime, but on the single time that the ELAN subnet can fail or cause a failure.
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The goal is to keep the ELAN subnet simple to minimize potential points of failures and hindrances. If you connect extend the ELAN subnet in a WAN, simplicity is replaced by complexity, thus degrading the mission-critical level of the ELAN subnet for the server and the telephone switch.
ELAN subnet connection to Enterprise IP network The ELAN subnet is used for different purposes with different Nortel products. Some products (such as Communication Server 1000 Telephony Manager) use the ELAN subnet in a standard burst-mode (transaction-based) communication, while others (such as Communication Control Toolkit) depend on the ELAN subnet for a stream-mode (real-time based) communication. The ELAN subnet must be connected to other internal networks through routers and to the Nortel server subnet through only one router.
Communication Server 1000 Telephony Manager on the ELAN subnet Where there is no Contact Center server connected to the telephone switch, the ELAN subnet traffic may be used with Communication Server 1000 Telephony Manager for telephone switch-management. While this type of communication is considered standard data communication, nevertheless, the following are required when Communication Server 1000 Telephony Manager is connected to the ELAN subnet:
Use an Ethernet switch rather than a shared-media hub.
If the ELAN subnet is connected to the Enterprise IP network, install a filtering router to protect the ELAN subnet. This connection is to protect the ELAN subnet from unintended traffic from the Enterprise IP network, which may, in turn, interrupt the operation of the telephone switch.
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Communication Control Toolkit and Communication Server 1000 Telephony Manager on the ELAN subnet In situations where both Communication Control Toolkit and Communication Server 1000 Telephony Manager are present, take extra care in the treatment of the ELAN subnet. When connecting the ELAN subnet to a router, follow the Communication Server 1000 Telephony Manager strict guidelines for filtering and routing. Usage of the ELAN subnet is designed and tested for inter-Nortel product communications. Any communication with non-Nortel equipment has not gone through Nortel testing and proper engineering analysis. These external communications over the ELAN subnet, therefore, present an unknown factor and thereby potential negative impact to the overall operation of the telephone switch and its auxiliary processors.
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Network traffic Contact Center Manager Server uses remote method calls between the client machine and the Communication Control Toolkit server. Nortel recommends that you design and develop the applications to minimize the number of remote calls and, therefore, reduce the demands on the underlying network and increase the application responsiveness. For network traffic information, assume that the client credentials are authenticated with the Contact Center Manager Server, that all the necessary event handlers are created, and that the assigned resources are retrieved from the Communication Control Toolkit server.
Answering and dropping an incoming call The following table provides the minimum amount of memory required to answer and drop an incoming call. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server. Item
Minimum memory requirements
Client
4194 bytes
Server
27,809 bytes
Total bytes
32,003 bytes
Total
31.3 KB
A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Therefore, more memory is required for a typical application.
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Example of answering and dropping an incoming call A typical application requests the following information to answer and drop an incoming call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table indicates the amount of memory required to complete the request mentioned in “Example of answering and dropping an incoming call” on page 532. Item
Typical memory requirements
Client
18,429 bytes
Server
63,377 bytes
Total bytes
81,806 bytes
Total
79.9 KB
Making and dropping an outbound call The following table provides the minimum amount of memory required to make and drop an outbound call. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server.
532
Item
Minimum memory requirements
Client
4483 bytes
Server
11,053 bytes
Total bytes
5536 bytes
Total
15.2 KB Contact Center Manager
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A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Therefore, more memory is required for a typical application. Example of making and dropping an outbound call A typical application requests the following information to make and drop an outbound call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table provides the amount of memory required to complete the request mentioned in “Example of making and dropping an outbound call” on page 533. Item
Typical memory requirements
Client
18,429 bytes
Server
63,377 bytes
Total bytes
81,806 bytes
Total
79.9 KB
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Answering and dropping an incoming call using the Reference Client The following table provides the minimum amount of memory required to answer and drop an incoming call using the Reference Client. These requirements assume that you are sending the minimum number of requests from the client computer to the Contact Center Manager Server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server. Item
Minimum memory requirements
Client
69,088 bytes
Server
104,622 bytes
Total bytes
173,710 bytes
Total
169.6 KB
Making and dropping an outbound call using the Reference Client The following table provides the network traffic between the Contact Center Manager Server and the Reference Client when making and dropping an outbound call.
534
Item
Minimum memory requirements
Client
85,856 bytes
Server
134,371 bytes
Total bytes
220,227 bytes
Total
215.1 KB
Contact Center Manager
Chapter 26
Engineer the Communication Server 1000 voice processing system In this chapter Overview
536
Port usage
537
ACCESS requirements
538
Contact Center Voice Services on CallPilot requirements
539
Contact Center Voice Services on Meridian Mail requirements
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Standard 11.12
Overview This chapter provides information for determining the number of voice ports required to provide voice processing services to Contact Center Manager Server, as well as the requirements for CallPilot and Meridian Mail, if they are providing voice services to Contact Center Manager.
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Port usage The number of voice ports required depends on:
the rate of port requests
the duration of voice sessions
the Grade of Service (GOS)
Grade of Service refers to the probability that requests are delayed by more than a certain number of seconds. For CallPilot and Meridian Mail, the standard GOS used is 5 percent probability that the calls are delayed for more than six seconds, and 95 percent of the calls incur a delay of less than six seconds. Voice ports must be dedicated to Contact Center Manager Server. They cannot be shared with other services.
ACCESS port usage Contact Center Manager Server can support a single ACCESS connection to control voice processing. A single ACCESS connection supports up to 192 voice ports. This may limit Contact Center Manager Server performance by limiting the rate of calls that require Contact Center Manager control of voice processing. The following conditions apply:
CallPilot supports a maximum of 192 voice ports. However, one voice port must be reserved for messaging. Therefore, 191 voice ports provide voice services for Contact Center Manager.
None of the predefined applications (and, therefore, workloads) require controlled voice services; therefore, none result in ACCESS traffic.
Non-ACCESS port usage Contact Center Manager voice services that do not require local voice port control (such as Give IVR) do not result in ACCESS usage and, therefore, are not subject to the 192-port limitation. Additional voice ports may be required, however, to support these services.
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ACCESS requirements Contact Center Manager generates ACCESS traffic when it communicates with the integrated voice processing system (CallPilot or Meridian Mail) to obtain the following controlled voice services:
Give Controlled Broadcast command
Collect Digits command
Open/Close Voice Session commands
For Contact Center Voice Services on Meridian Mail, ACCESS traffic is transmitted over a dedicated high-speed serial connection. For Contact Center Voice Services on CallPilot, ACCESS traffic travels on the ELAN subnet.
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Contact Center Voice Services on CallPilot requirements CallPilot platforms Contact Center Voice Services on CallPilot requires CallPilot Release 3.0 or later. The following table shows the three CallPilot platforms, the number of channels available on each of these platforms, and the maximum centum call seconds (CCS). CallPilot platform
Maximum voice channels
Maximum CCS Erlang C
Maximum CCS Erlang B
201i
40
1183
1116
703t
96
3120
3028
1002rp
192
6515
6417
CallPilot and multiple servers on the same telephone switch If you use CallPilot to provide front-end IVR, the same CallPilot can support all of the up to three Contact Center Manager systems connected to the same telephone switch. If you use Contact Center Voice Services on CallPilot—that is, if CallPilot is providing Give IVR or ACCESS voice services (Open/Close Voice Session, Collect Digits, and Give Controlled Broadcast)—CallPilot can serve only one Contact Center Manager Server. Therefore, each Contact Center Manager system must be connected to a separate CallPilot. On a CS 1000E switch, Give Controlled Broadcast requires additional media card ports in the MG 1000E hosting the CallPilot server or MGate cards. For more information, see the Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide.
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CPU impact Contact Center Voice Services on CallPilot uses MLS for communication between CallPilot and Contact Center Manager. To estimate the additional CPU load generated by Contact Center Voice Services on CallPilot, use the CapTool application.
ELAN subnet impact For Contact Center Voice Services on CallPilot, ACCESS traffic is carried on the ELAN subnet or over the Nortel server subnet. In the ELAN subnet situation, the CapTool application automatically determines the additional load on the ELAN subnet. For more information, see “ACCESS link,” on page 542.
Nortel server subnet impact Contact Center Voice Services on CallPilot results in additional MLS traffic on the Nortel server subnet. When you use CapTool to perform a capacity assessment in an environment with Contact Center Voice Services on CallPilot, the application automatically calculates the impact of the additional MLS traffic on bandwidth.
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Contact Center Voice Services on Meridian Mail requirements Software release Meridian Mail, Release 13 or later, must be used with Contact Center Manager.
Meridian Mail and multiple servers on a telephone switch If you use Meridian Mail to provide front-end IVR, the same Meridian Mail can support all of the up to three Contact Center Manager systems connected to the same telephone switch. If you use Contact Center Voice Services on Meridian Mail to provide IVR services (that is, with the Give IVR command), the same Meridian Mail can support all three Contact Center Manager systems. However, the following restrictions apply:
You must allocate the Meridian Mail IVR ports between three IVR queues, and dedicate a queue to each server.
All of the servers must belong to the same customer group. (Therefore, you cannot network the servers together.)
If you use Contact Center Voice Services on Meridian Mail to provide ACCESS voice services (Open/Close Voice Session, Collect Digits, and Give Controlled Broadcast), Meridian Mail can serve only one Contact Center Manager system.
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Meridian Mail platforms The following table shows the four Meridian Mail platforms, the number of ports available on each of these platforms, and the increments for port additions. Maximum port requests at 30 sec MHT
Meridian Mail platform
Ports
Maximum port Approx. Port maximum requests at 1 min MHT increments CCS
Card Opt
2–12
2 ports
247
412
824
EC 11
4–48
4 or 8 ports
1342
2237
4474
Modular Opt/ Modular Opt GP
4–64
4 or 8 ports
1858
3097
6194
Modular EC
4–96
4 ports
2912
4853
9706
Notes: 1.
36 centum call seconds (CCS) is the equivalent of 1 Erlang and is the amount of traffic one port can handle if it is busy all the time.
2.
Do not confuse MHT with call rate. A single call can create more than one port request.
ACCESS link Access traffic for CallPilot is routed on the ELAN subnet. For Meridian Mail, the traffic is routed on a dedicated link. The bandwidth calculations are identical for both. Without loss of generality, the following description refers to the Meridian Mail dedicated link. The bandwidth of the ACCESS link ranges from 4.8 KB/s to 38.4 KB/s. The maximum use of the link is assumed never to exceed 50 percent. The recommended ACCESS link speed is 19.2 KB/s. Installation grounding To avoid damage to Contact Center Manager Server, the telephone switch, or the voice processing system as a result of poor grounding, install electro-optical isolators for use on the RS-232 ACCESS cable. Use this type of isolator to ensure that no surges occur during electrical disturbances. 542
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ACCESS link use The following table shows the use of the ACCESS link for different call rates. Each call is assumed to include one Collect Digits treatment and one Give Controlled Broadcast treatment. Call rate
ACCESS use (percent)
1000
2.0%
5000
9.8%
10,000
19.6%
15,000
29.3%
20,000
39.1%
25,000
48.9%
30,000
58.7%
35,000
68.5%
Maximum use is 70 percent. The following formula calculates use of the ACCESS link: ACC_Utilization = 100% * ACC_BW_Required_KbitsSec / ACC_Bandwidth_KBitsSec
ACCESS link capacity The following is the computation of the maximum rate of ACCESS-related calls that the link can support for 100 percent Give Controlled Broadcast (GCB) calls and 100 percent Voice Session Collect Digits (VSCDG) calls: Max_AC_GCB_PerHour = (ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) / (GCB_Acc_Size * 8) Max_AC_VSCDG _PerHour = (ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) / (VSCDG_Acc_Size * 8)
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CSL Command and status link (CSL) traffic is used for communication between Communication Server 1000/Meridian 1 PBX and Meridian Mail. CSL traffic is generated only when voice services are required for a call. CSL traffic is transmitted over a dedicated high-speed serial connection. For Contact Center Voice Services on CallPilot, CSL traffic travels on the ELAN subnet and is included in computations of ELAN subnet bandwidth. CSL traffic cost The following table shows the variables and their values used in the CSL traffic calculations. Variable
Definition
Value
CSL_Bandwidth_KBitsSec CSL Bandwidth (KB/s)
9.6
CSL_Max_Utilization
CSL Maximum Utilization
0.7 (70%)
nGCB_Simultaneous
Average # simultaneous calls per port on GCB
User-defined
The following is the computation of the bandwidth required for CSL traffic: CSL_BW_Required_KbitsSec = (((PeakCallRate)/nGCB_Simultaneous)* CSL_Bytes_PerSession * AvgGCBCall * 8) / 1000) / 3600
The bandwidth of the CSL is 9.6 KB/s. The maximum utilization of the CSL is 70 percent.
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CSL utilization The following table shows the use of the CSL based on workload and the call rate. Call rate
CSL use per workload (percent)
1000
1.2
5000
6.2
10,000
12.4
15,000
18.6
20,000
24.8
25,000
31.0
Maximum use is 70 percent. The following formula is used to calculate utilization of the CSL: CSL_Utilization = 100% * CSL_BW_Required_KbitsSec / CSL_Bandwidth_KBitsSec
CSL capacity The following formula calculates the maximum rate of CSL-related calls (voice) supported by the link. Using the following computations, the maximum CSL call rate is estimated to be 56 523 calls per hour, if all calls require voice service: Max_CSL_Sessions_PerHour = (CSL_Bandwidth * CSL_Max_Utilization * 1000 * 3600) / (CSL_Bytes_PerSession * 8)
NLI link The network loop interface (NLI) link facilitates the voice path between Communication Server 1000/Meridian 1 PBX and Meridian Mail. NLI is used only for calls requiring IVR service. The number of voice ports needed for this link is calculated based on the number of voice sessions required by Contact Center Manager. Planning and Engineering Guide
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Engineer Contact Center Manager for multimedia In this chapter Overview
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Engineer the e-mail server
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Engineer the telephone switch for multimedia
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Engineer Outbound
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Overview Before you install Contact Center Multimedia, you must ensure that the Contact Center Manager system is set up properly to work with Contact Center Multimedia. You can use Contact Center Multimedia with Contact Center Manager Server. Contact Center Multimedia is not supported on Symposium Call Center Server 5.0 or earlier, Symposium Express Call Center, Communication Server 2x00, or SIP.
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Contact Center Manager requirements To use Contact Center Multimedia, your Contact Center Manager setup must meet the requirements in the following checklist. For more information about configuring Contact Center Multimedia, refer to the Contact Center Multimedia Installation and Maintenance Guide. Contact Center Multimedia requirements
✓
Ensure Open Queue feature is enabled on Contact Center Manager Server. Ensure that the OAM service is running. You can verify this by ensuring that the OAM service is in the System Monitor window on Contact Center Manager Server or by ensuring that the OAM_Service starts in the Windows Service Control Panel. Retrieve the site name of the Contact Center Manager Server. This value is case-sensitive. Retrieve the server name of Contact Center Manager Server. Retrieve the version of Contact Center Manager Server. Ensure that all agents have Contact Center Multimedia types assigned in Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific Route Points are created in Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific Route Points are acquired by Contact Center Manager Administration. Ensure that agent phones are configured for AST control. Ensure that AST class of service is enabled on the agent phonesets. For more information, refer to “Engineer the telephone switch for multimedia” on page 555.
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✓
Contact Center Multimedia requirements
Ensure that the Contact Center Multimedia agent phones are acquired by Contact Center Manager Administration. Ensure that the Contact Center Multimedia specific skillsets are created. These skillsets must have EM_ (e-mail), OB_ (Outbound), or WC_ (Web communications) as the first three characters in their name. For more information, refer to the Contact Center - Manager Scripting Guide for the Communication Server 1000/Meridian 1. Ensure that the Contact Center Multimedia scripts are installed, created, validated, and tested following the normal Contact Center Manager scripting guidelines. For more information, refer to the Contact Center - Manager Scripting Guide for the Communication Server 1000/Meridian 1.
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Engineer the e-mail server You can use the Contact Center Multimedia Administrator to configure mailboxes, general settings, and rules that are required and optional for routing e-mail messages. This section provides an overview of the e-mail server requirements, including the use of aliases. Contact Center Multimedia pulls e-mail from any POP3/ SMTP compatible e-mail server. It polls the mailboxes at specified intervals.
E-mail server requirements Contact Center Multimedia uses the POP3/SMTP protocols to retrieve and send e-mail. You must enable these protocols on your mail server. Contact Center Multimedia is capable of supporting SMTP Authentication, POP3/SMTP over SSL, and the use of non-standard ports for these protocols. For details, refer to the Contact Center Multimedia Installation and Maintenance Guide.
Configure the e-mail settings Use the E-mail Configuration window to configure these settings:
The Mailbox Scan Interval is the interval between the scans are made to the E-mail server to check for new e-mail messages. The default value is 60 seconds. Configure the specific intervals in the Contact Center Multimedia Administrator application.
The Attachment Files are the locations on the Contact Center Multimedia server where the attachments to e-mail messages are stored. A URL is provided for agents to access the folder on the Web server. These values are provided by default.
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To change these folder names, you must ensure that the new folder exists on the file system with the correct path to the folders, the folder is shared, a parallel IIS virtual folder is created, and that all of the permissions are correct. No verification is performed in the Contact Center Multimedia Administrator application to ensure that the new values are correct, so the values need to checked carefully. The default values for the folder, where <Server name> is the name of the Contact Center Manager server, are: Inbound URL: http://<Server name>/inboundattachment Inbound Share: \\<Server name>\inboundattachment Outbound URL: http://<Server name>/outboundattachment Outbound Share: \\<Server name>\outboundattachment ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment locations defined during installation. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you:
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Create the Inbound e-mail attachment folder with the path MailAttachments/Inbound.
Create the Outbound folder with the path MailAttachments/Outbound.
Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.
Configure the correct folders in the E-mail attachment locations in the Contact Center Multimedia Administrator application.
The Auto-Number Outbound E-Mail is the customer identification number and can optionally be included in the message subject of all e-mail messages.
The Include E-Mail Body in Keyword Search specifies the keyword search for rules is applied to both the subject and the body of the e-mail message. You can also select the number of characters in the e-mail message you want to search.
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Mailbox requirements Contact Center Multimedia logs onto nominated mailboxes on your mail server and retrieves e-mail at defined intervals. E-mail is then routed to agents. To route an e-mail, Contact Center Multimedia requires the mailbox name and password. In addition, Contact Center Multimedia requires the possible alias names used for a mailbox to ensure correct routing of e-mail.
Aliases An alias is an alternative name for a mailbox. Sending an e-mail to either an alias or the mailbox itself has the same result, that is the e-mail is stored in the same place. For example, there is a mailbox named [email protected]. This mailbox has two aliases—[email protected] and [email protected]. If you send an e-mail to either one of these addresses ([email protected], [email protected], [email protected]), the e-mail is sent to the same destination, which is [email protected]. Why use an alias? Aliases are useful for e-mail filtering. For example, if an alias address is defined for only a short promotional period of time, you can discard any e-mail that arrive at that alias after the promotional time has passed. What is the impact of alias addresses on Contact Center Multimedia? Alias addresses are a useful pre-routing tool for e-mail. Given the example in the previous section, you can configure three e-mail routing rules. E-mail arriving with an address [email protected] can be routed to the skillset EM_ContactCenterSales. E-mail arriving with the address [email protected] can be routed to the skillset EM_MCSSales. If an e-mail arrives at the address [email protected], you may not be sure of its content (at least without further keyword searching), therefore, route it to a general skillset such as EM_DefaultSales.
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Configuring an alias within Contact Center Multimedia As an alias is only an alternative name for a mailbox, it is not polled itself. Therefore, Contact Center Multimedia must be aware of all possible aliases to ensure powerful routing. Define an alias in the same way as a physical mailbox. The only difference is you select the alias radio button rather than the enabled button. This informs Contact Center Multimedia that this is an alias address and there is no physical mailbox to poll. The e-mail itself is retrieved from the physical mailbox the alias is associated with. When you define all the possible aliases (as well as the physical mailboxes) in this list, the aliases become available to the Rules Wizard to selective apply keyword searching, including address matching and other criteria to make routing decisions. For detailed information on defining an alias, refer to the Contact Center Contact Center Multimedia Installation and Maintenance Guide.
Outgoing e-mail Configure outgoing e-mail mailbox settings to identify who is responding to the customer’s e-mail message. The response can contain the e-mail address to which the customer sent the original e-mail message, or a general corporate e-mail address that is configured for each skillset. Agent-initiated messages are always sent from an e-mail address associated with a skillset. Once you define the rules for e-mail routing, all e-mail are routed to a skillset. To determine the mailbox that is set as the originator, map the skillset to a mailbox. For detailed information, refer to the Contact Center Contact Center Multimedia Installation and Maintenance Guide.
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Engineer the telephone switch for multimedia This section provides an overview of the Contact Center Multimedia telephone switch requirements. Before you install the Contact Center Multimedia components, you must ensure that the telephone switch is configured properly with:
agent phones configured with for Communication Control Toolkit control
ACD and DN keys on agent phone configured for Communication Control Toolkit control
An e-mail agent with a telephony toolbar also needs at least one ACD key configured. This section provides samples of the setup of the agent TNs on the telephone switch to allow Communication Control Toolkit control. Complete the checklists in this section to ensure that your telephone switch meets all the requirements for Contact Center Multimedia.
Supported telephone switches Contact Center Multimedia relies on Communication Control Toolkit for switch support. For more information, see Chapter 20, “Engineer Communication Control Toolkit.” For more information about supported telephone switches, see “Telephone switches supported by Contact Center Manager,” on page 89.
Configure agent phones Contact Center Multimedia requires Communication Control Toolkit on all of the agent computers to enable the agent user interface to control the status of the phone. This configuration is the same as the standard Communication Control Toolkit configuration for the agent phone.
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Communication Server 1000/Meridian 1 PBX checklist for agent phones When you engineer agent phones (TNs) for use with Communication Control Toolkit, you must complete the tasks in this checklist. Communication Server 1000/Meridian 1 PBX for the agent
✓
Ensure Open Queue feature is enabled on Contact Center Multimedia. Create a TN entry for each contact center agent, following the instructions in the Contact Center Manager documentation. Ensure that key 0 has ACD functionality. If you are enabling Outbound, ensure that a personal DN key is created on the contact center agent phone. Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys. AST can be configured only on a maximum of two keys. Ensure that IAPG is enabled.
Sample agent phone configuration The following sample provides the telephone switch configuration of the agent phone configured for Communication Control Toolkit. You perform this setup on LD 11. For more information, see the Communication Control Toolkit Installation & Maintenance Guide. DES TN TYPE CDEN CUST AOM FDN TGAR
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8446 017 0 00 09 2616 8D 0 0 8383 1
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LDN NO NCOS 6 SGRP 0 RNPG 0 SCI 0 SSU LNRS 16 XLST SCPW CLS CTD FBD WTA LPR MTD FNA HTA ADD HFD MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1 POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD ICDD CDMD LLCN MCTD CLBD AUTU GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD DDGA NAMA DRDD EXR USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN CPND_LANG ENG RCO 0 HUNT 8383 LHK 8 LPK 0 PLEV 02 SPID NONE AST 00 08 IAPG 1 AACS YES ACQ AS: TN,AST-DN,AST-POSID ASID 16 SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 19 22 24 SFRB 1 2 15 USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15 CALB 0 1 3 4 5 6 8 9 10 11 12 FCTB ITNA NO DGRP PRI 01 MLWU_LANG 0
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DNDR 0 KEY 00 ACD 8710 0 4715 AGN 01 DWC 8710 02 AO6 03 TRN 04 05 NR 06MSB 07 08 SCR 8446 0 CPND NAME Mark Smith XPLN 27 DISPLAY_FMT FIRST,LAST 09 SCR 8476 0 MARP CPND NAME Paula Jones XPLN 27 DISPLAY_FMT FIRST,LAST 10 ACNT 11 SCR 4305 0 MARP 12 ADL 16 13 CFW 4 8396 14 MWK 8383 15 DATE 30 APR 2004
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Engineer Outbound Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. The Outbound Campaign Management Tool is not available in a SIP-enabled contact center. The following diagram shows how outbound contacts interact with Contact Center Manager Administration, Contact Center Multimedia, and Contact Center Manager Server.
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Contact Center Outbound consists of the following components:
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Outbound Campaign Management Tool—Use the Outbound Campaign Management Tool to create, modify, and monitor a maximum of 20 simultaneous outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. Each outbound campaign can contain 5000 calls in the call list.
Campaign Scheduler—This is a Contact Center Multimedia server component used to determine when to queue contacts to the Contact Center Manager Server. The Campaign Scheduler monitors the status of each campaign and performs the following: Sets campaign status to running and queues contacts to Contact Center Manager Server when the campaign start time or daily start time occurs. Sets the campaign status to non-running and removes contacts from Contact Center Manager Server when the daily end time occurs. Sets the campaign status to expired and removes contacts from Contact Center Manager Server when the daily time occurs. Sets the campaign status to completed when all contacts are processed. Contacts are queued to Contact Center Manager Server at the configured rate. By default, the campaign scheduler presents outbound contacts every 60 second intervals. Use the Contact Center Multimedia Administrator Outbound Campaign Scheduler Configuration window to change the interval length.
Contact Center Agent Desktop—Agents use Contact Center Agent Desktop to process outbound contacts. When a campaign runs, outbound contacts are routed to Agent Desktop, and agents can: Accept or reject an outbound contact Review and update customer information Make the outbound voice call Follow an agent script and record customers answers and comments Select a disposition code to record the result of the call For more information about the Contact Center Agent Desktop, see the Contact Center Agent Desktop User’s Guide.
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Contact Center Manager Administration—Use Real-Time Reporting and Historical Reporting in Contact Center Manager Administration to create and run real-time and historical reports for campaigns. Real-Time Reporting is used to display real-time and up-to-date statistics information regarding a campaign, such as the number of waiting contacts, the number of answered contacts, or the average answer delay. Historical Reporting is used to provide information about campaigns, such as Campaign Call Details, Campaign Script Result Details, Campaign Summary and Script Summary.
InterSystems Caché database—Contact Center Multimedia server uses an InterSystems Caché database server and its associated Web services to store information. The database is installed during the Contact Center Multimedia software installation.
Open queue—Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced by the software-based Open Queue technology, which can queue up to 30 000 contacts at one time for routing and reporting.
In addition to the standard reports, you can use Report Creation Wizard to customize and create new reports.
Outbound capacity Contact Center Outbound components have the following capacity:
Outbound Campaign Management Tool monitors a maximum of 20 simultaneous outbound campaigns with a maximum of 5000 contacts (e-mail or outbound) per campaign.
Contact Center Agent Desktop processes a maximum of 2500 contacts (e-mail or outbound) per hour to a maximum of 600 agents.
InterSystems Caché database server and its associated Web services store information for 1,000,000 contacts in a database that is saved on a 20 GB disk.
Open queue can queue up to 30,000 contacts at one time for routing and reporting.
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Communication Control Toolkit supported functions and events In this chapter Supported functionality
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Supported functionality for IPML
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Standard 11.12
Supported functionality The tables in this section indicate which Contact Center Manager functions are supported by the Communication Control Toolkit Connector.
Basic Communication Control Toolkit call control functions The following table list the basic Communication Control Toolkit call control functions.
Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Make Call
Yes
Yes
Hold Current Call
Yes
Yes
The Auto Hold Allowed (AHA) and Swap Hold switch features are not supported. Unhold Call
Yes (Retrieve Call)
Yes (Retrieve Call)
Drop Current Call (Release)
Yes
Yes
Blind Transfer Call
Yes
Yes
Initiate Managed Transfer
Yes
Yes
Complete Transfer
Yes
Yes
Initiate Conference Call
Yes (up to six parties)
Yes (up to 6 parties)
Complete Conference Call
Yes
Yes
Call Forward
Yes
No
Cancel Call Forward
Yes
No
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Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Join Conference
No
No
Deflect Calls
No
No
Get Status
Yes
Yes
Get Call Capabilities
Yes
Yes
Get Data
Yes
Yes
Delete Data
Yes
Yes
Append Data
Yes
Yes
Add Data Observer
No
No
Remove Data Observer
No
No
Make Set Busy
Yes
No
Reserved Function
No
No
Get/Set UUI
No (UUI attached as call No data)
Send DTMF (for example, credit card number to IVR)
Yes
Mute/Unmute
No
Consult
Yes (but must designate Yes (but must designate as transfer or conference) as transfer or conference)
Park/Unpark
No
No
Message Waiting Indicator
No
No
HER (Host Enhanced Routing)
Yes
No
Planning and Engineering Guide
No
DTMF is not supported in direct connect mode. No
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Event
Supported in CS 1000/M1
Supported in Communication Server 2x00/DMS
Answer
Yes
Yes
The fast transfer functionality does not support completing a fast transfer call to an external trunk number. This functionality is designed for predictive dialing environments where the application sends a MakeCall request to an external customer number, and when the customer answers, the application sends the FastTransfer request to blind transfer the customer to a live agent.
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Contact Center specific functions The following table list the Contact Center specific functions.
Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Agent LogIn
Yes
Yes
Agent Logout
Yes
Yes
Set Ready
Yes
Yes
Set Not Ready
Yes
Yes
ACD Set Activity Code
Yes
No
ACD Set Not Ready/Reason Codes Yes
No
Work Ready Key support
No
No
Agent Whisper
No
No
Monitor (Observe)/Record Call
No
No
Set Call treatment
Yes
No
Barge In
No
No
Call Supervisor
Yes
No
Make Emergency call
Yes
No
Answer Emergency call
No
No
Redirect to another skillset
No
No
Return a call to the queue skillset that it came from
No
No
Redirect/Route a call to another queue/skillset (effectively a blind transfer)
No (use blind transfer)
No (use blind transfer)
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Function
Supported for CS 1000/M1
Standard 11.12
Supported for Communication Server 2x00/DMS
Not Ready after Call Completed/on PBX configuration Disconnect option
No
Ability to return the Not Ready No reason code on completion of a call
No
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Supported Communication Control Toolkit events The following table indicates which events are delivered by the Communication Control Toolkit Connector.
Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Ringing Event
Yes
Yes
Dialtone Event
No
No
Busy Event
No
No
Offering Event
Yes
Yes
Ringback Event
Yes
Yes
Inbound Connected Event
Yes
Yes
Outbound Connected Event
Partial
Partial
Connected Event
Yes
Yes
Disconnected Event
Yes
Yes
Held Event
Yes
Yes
Unheld Event
Yes
Yes
OnHold Pending Conference Event Yes
Yes
Onhold Pending Transfer Event
Yes
Yes
Transferred Event
No
No
Conference Event
No
No
Initiated Transfer Event
Yes
Yes
Initiated Conference Event
Yes
Yes
Session Disconnect Event (includes Yes shutdown)
Yes
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Function
Supported for CS 1000/M1
Supported for Communication Server 2x00/DMS
Device Forward Event
No
No
Status Change Event
Yes
Yes
Notice Message Waiting Event
No
No
Notice No Message Waiting Event
No
No
Agent Logged out Event
Yes
Yes
Agent Logged in Event
Yes
Yes
Agent Ready Event
Yes
Yes
Agent Not Ready Event
Yes
Yes
Agent Busy Event
Yes
Yes
Agent Work Ready Event
No
No
Reserved Event
No
No
Activity Code Entered
Yes
No
WalkAway Activated
No
No
WalkAway Return
No
No
Emergency Invoked
No
No
Call Supervisor Invoked
No
No
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Supported functionality for IPML The following tables indicate which Contact Center Manager events and functions are supported by the IPML Connector. Event
Supported
Ringing Event
Yes
Dialtone Event
Yes
Busy Event
Yes
Offering Event
Yes
Ringback Event
Yes
Inbound Connected Event
Yes
Outbound Connected Event
Yes
Connected Event
Yes
Disconnected Event
Yes
Held Event
Yes
Unheld Event
Yes
OnHold Pending Conference Event
No
Onhold Pending Transfer Event
No
Transferred Event
Yes
Conference Event
Yes
Initiated Transfer Event
Yes
Initiated Conference Event
Yes
Shutdown Event
Yes
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Event
Supported
Device Forward Event
No
Status Change Event
No
Notice Message Waiting Event
No
Notice No Message Waiting Event
No
View call structures Event
No
Get Agent State
Partial
Get Version
No
Agent Logged out Event
Yes
Agent Logged in Event
Yes
Agent Ready Event
Yes
Agent Not Ready Event
Yes
Agent Busy Event
No
Agent Work Ready Event
Yes (CS 1000/Meridian 1 only)
Reserved Event
No
Activity Code Entered
Yes (CS 1000/Meridian 1 only)
WalkAway Activated
No
WalkAway Return
No
Emergency Invoked
No
Call Supervisor Invoked
No
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Basic call control functions The following table list the basic call control functions. Function
Supported
Make Call
Yes
Dial
Yes
Hold Current Call
Yes
Unhold Call
Yes (Retrieve Call)
Drop Current Call (Release)
Yes
Blind Transfer Call
Yes
Initiate Managed Transfer
Yes
Complete Transfer
Yes
Initiate Conference Call
Yes (Three-party only DMS)
Complete Conference Call
Yes
Call Forward
Yes (CS 1000/Meridian 1 only)
Cancel Call Forward
Yes (CS 1000/Meridian 1 only)
Join Conference
No
Deflect Calls
No
Get Status
Partial
Get Call Capabilities
Yes
Reconnect
Yes (Achievable in two steps)
Get Data
Yes
Delete Data
Yes
Append Data
Yes
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Function
Supported
Add Data Observer
Yes
Remove Data Observer
Yes
Make Set Busy
Yes (CS 1000/Meridian 1 only)
Reserved Function
No
Get/Set UUI
Partial (Get only – G31/Communication Server only)
Send DTMF (for example, credit card Yes (CS 1000/Meridian 1 only) number to IVR)
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Mute / Unmute
No
Consult
Yes (But must designate as xfer or conf)
Park/Unpark
No
Message Waiting Indicator
No
HER (Host Enhanced Routing)
No
Answer
Yes
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Contact Center Specific functions The following table list the Contact Center specific functions. Function
Supported
Agent LogIn
Yes
Agent Logout
Yes
Set Ready
Yes
Set Not Ready
Yes
ACD Set Activity Code
Yes
ACD Set Not Ready/Reason Codes
No
Work Ready Key support
Yes (MSB)
Activity Codes
No
Agent Whisper
No
Monitor (Observe)/Record Call
Msg Supported
Set Call treatment
Yes
Barge In
No
Call Supervisor
No
Make Emergency call
No
Answer Emergency call
No
Redirect to another skillset Return a call to the queue skillset that No it came from Redirect / Route a call to another queue / skillset (effectively a blind xfer)
Planning and Engineering Guide
No
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Function
Supported
Not Ready after Call Completed/on Disconnect
No
Ability to return the Not Ready reason code on completion of a call
No
Route Call
Yes
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Standard 11.12
Overview This chapter describes remote support using VPN.
Remote support for Contact Center Manager If you require remote technical support, your distributor or Nortel technical support staff must be able to connect remotely to your server. Virtual Private Network (VPN) is more secure than direct connected modems. While many VPN technologies and configurations are available, for remote support of Enterprise voice equipment, Nortel supports a standard with a technology based on the VPN Router 1100 (as a minimum) in a particular host-to-gateway configuration. This chapter provides guidelines for the standard Nortel Remote Support VPN configuration. This configuration is recommended for Contact Center Manager in both standalone mode and co-resident mode (with either Contact Center Manager Administration or with Contact Center Manager Administration and Communication Control Toolkit).
Remote support over a direct-connect modem If VPN is not available, it is still possible to provide remote support over a direct-connect modem (however, many enterprises view this as a security risk). To facilitate remote support through a direct-connect modem the following is required:
a modem connected to each Contact Center Manager server
Remote Access Services (RAS) configured on each server
Due to the operating system communication-layer issues, Contact Center Manager Administration and the Communication Control Toolkit cannot be configured to use RAS (and thereby the direct-connect modem) for remote support.
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Therefore, if Contact Center Manager Server is configured in a co-resident solution with Contact Center Manager Administration (or Contact Center Manager Administration and Communication Control Toolkit), and VPN access is not available, a direct-connect modem access may be used through an external RAS device on the data-network. Some examples are:
a corporate RAS server with modem to the PSTN and a connection to the LAN
a computer with modem to the PSTN, RAS enabled, and a connection to the LAN
A third-party remote-maintenance product with modem to the PSTN and a connection to the LAN
With the listed alternatives, the end-user assumes the responsibility for setup on their premises and the risks to their equipment associated with this pass-through type of connection.
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Remote support with a VPN
Standard 11.12
Guidelines for the Remote Support VPN When you set up your VPN for remote support, follow these guidelines:
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Create a dedicated subnet for Nortel voice application servers (for example, the Nortel Server Subnet), and treat this subnet as mission-critical. (It is a good network engineering practice, even in a non-VPN environment, to optimize network traffic by grouping servers that need to communicate with each other on a subnet.)
Install, at a minimum, VPN Router 1100 (or later) version 4.8 (or later) with the modem option. Configure the modem as a user-tunnel to listen on the PSTN.
Connect the VPN Router to the Nortel Server Subnet.
Configure the VPN Router, as well as any network routers and firewalls, to give inbound remote support users unrestricted access to the Nortel application servers.
Optionally, restrict remote support users’ access to other subnets in your LAN/WAN. As usual, ensure that the Nortel application servers have unrestricted access to the enterprise LAN/WAN.
Ensure that the ELAN subnet is connected to the Nortel Server Subnet through one (and only one) router. Take the additional precaution of configuring the network router to allow only intended traffic into the ELAN subnet.
Activate Split Tunneling on the VPN Router. Concerns over access into the corporate network may be alleviated by restricting access (through the VPN Router and firewalls) of remote support staff from other subnets upon logon.
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Remote support with a VPN
VPN configurations This section describes recommended configurations that meet the needs of most users. However, because every network is different, the exact configurations may not be practical in all environments. Use these recommendations as a starting point and building block when creating your Remote Support VPN.
Benefits The Nortel recommended remote support configurations provide the following benefits:
Protection for your network from unauthorized external users.
Any location is accessible, even through an analog line, but are still protected by the VPN.
Flexible designs exist that can be extended to non-Nortel products and that can accommodate customer-specific network requirements.
VPN equipment is local to the equipment it serves, resulting in network and management simplicity, while allowing for central security authentication management.
Solution is cost-effective.
The recommended configuration is provided as a starting point for designing your Remote Support VPN. However, when you deviate from the recommended configurations, you may sacrifice some of these benefits.
Configuration types Nortel recommends a host-to-gateway configuration for the Remote Support VPN. The following illustration shows the recommended VPN remote support architecture. Take note of the VPN Router's connection to the Nortel server subnet.
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Media Gateway VGMC
MCS IP/Web Client Manager
MCS Application Server (SIP Proxy/Registrar)
MCS Database Server
MCS Mgmt/ Accnt Server
VGMC
584
VGMC
Gateways
CCMS CCMA
Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CallPilot CallPilot Web Server OTM
ELAN subnet
Nortel Media Application Servers
Signaling Server
Call Server
NCC
Modem
VPN Router 1100
CCMM CCT
Customer LAN
Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Remote support with a VPN Standard 11.12
Contact Center Manager
part 5 Appendixes
Planning and Engineering Guide
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Standard 11.12
586
Contact Center Manager
Appendix A
Product limits In this appendix Product limits
Planning and Engineering Guide
588
587
Product limits
Standard 11.12
Product limits Maximum capacity values The following table specifies the maximum capacity values supported by Contact Center Manager Server. The following conditions apply to the table:
The capacities supported on a given server are limited by the server platform. To determine the capacity of your server, use the CapTool application.
These values are supported by Contact Center Manager Server. Capacity values are also limited by telephone switch capacity. To find the limits for your telephone switch, check your telephone switch documentation.
Parameter
Release 5.0 maximum
Release 6.0 maximum
General parameters
Number of logged-on agents Communication Server 1000/Meridian 1 PBX Communication Server 2x00/DMS Communication Server 1000 and MCS 5100
2200 3300 n/a
3350 3350 1500
6000
10,000
Configurations with greater than 1500 agents require special consideration for Nortel Server Subnet bandwidth and disk requirements. The maximum of 3350 logged on agents is only applicable for the Communication Server 1000 Platform running X21 Release 4.5 (or later) with Pentium IV CPUs. For earlier system types, the maximum limit is 2200 logged on agents. Number of agents defined in the system
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Parameter
Release 5.0 maximum
Release 6.0 maximum
Number of phones 3000 6000
6000 6000
Number of supervisors logged on
150
600
Number of supervisors defined in the system
300
600
1500
1500
1000 (997)
1000 (997)
50,000
50,000
505 (500)
505 (500)
20
50
1000 (996)
1000 (996)
48
48
Communication Server 1000/Meridian 1 PBX Communication Server 2x00/DMS
The number of configured supervisors defined in the system is not limited, but Nortel tests only up to 300 configured supervisors. Number of scripts The number of scripts defined in the system is not limited, but Nortel tests only up to 1500 scripts. Number of active scripts The product contains three predefined scripts. Therefore, you can create 997 scripts. Maximum script size (characters) Number of applications (that is, exit points from the Master_Script) The product contains five predefined applications. Therefore, you can create 500 applications. Number of call variables Number of skillsets The product contains four predefined skillsets. Therefore, you can create 996 skillsets. The maximum includes both local skillsets and network skillsets. Number of skillset priority levels
Planning and Engineering Guide
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Product limits
Parameter
Number of skillsets per call
Standard 11.12
Release 5.0 maximum
Release 6.0 maximum
20
20
5000 (4997)
10,000 (9997)
58,000
66,000
3000
3000
150
150
1000
1000
96
96
513
513
3000
4400
Number of CDNs
750
750
Number of RAN and music routes
512
512
10,000
10,000
Number of activity codes The product contains three predefined activity codes. Therefore, you can create 9997 activity codes. Inbound calls per hour The number of inbound calls per hour at 58,000 and 66,000 assumes a hold time of three minutes. For shorter call durations, higher call rates can be supported. Refer to the CapTool to optimize the engineering of your configuration. Number of waiting calls Call resources parameters
Number of IVR queues (Communication Server 1000/ Meridian 1 PBX) Number of IVR ports Number of ACCESS ports (Communication Server 1000/ Meridian 1 PBX) Number of routes Number of trunks (Communication Server 1000/Meridian 1 PBX) Nortel only tested 1000 trunk members. There are no plans to test the 4400-trunk limit.
Number of DNISs
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Parameter
Product limits
Release 5.0 maximum
Release 6.0 maximum
Assignment parameters
Number of agents in an agent-to-supervisor assignment
1000
1000
Matrix size for agent-to-skillset assignments
5000
5000
1000
1000
30
30
1000
1000
Number of skillsets per agent
50
100
Number of sites in the routing table for a network skillset
20
20
Number of network skillsets to which a call is queued
10
10
An agent-to-skillset assignment contains a matrix with a row for each agent in the assignment, and a column for each skillset to which the agents belong. The matrix size is the number of agents multiplied by the number of skillsets. Number of agent-skillset reassignments in an agent-toskillset assignment In an agent-to-skillset assignment, you can change an agent’s status for multiple skillsets. For example, you can put the agent James Jones on Standby for the skillset Bookings, and give him priority 1 for the skillset European Vacations. Thus, you have two reassignments for the agent James Jones in the agent-to-skillset assignment. Networking parameters
Number of call processing nodes in the network (including local node) The number of configured nodes is 30; however, only 20 nodes can be configured in the routing table. Number of network skillsets The maximum includes the four predefined skillsets, local skillsets, and network skillsets.
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Product limits
Parameter
Number of agent reservation requests per call
Standard 11.12
Release 5.0 maximum
Release 6.0 maximum
30
30
Number of remote applications (applications accessible over the network)
6000
6000
Network calls per hour for which CBC data is collected
10,000
10,000
20
20
4
N/A
Number of client PCs and RTI applications connected to the database
100
100
Number of other applications connected to the database
100
100
7500
7500
255
255
16
16
58,000
68,000
Number of target nodes Real-time display parameters
Number of RTD screens Database parameters
Number of Fault Management messages in database Maximum number of report clauses The database server supports a maximum of 255 clauses on a single SQL statement. Third-party interface parameters
Number of MLS applications Number of MLS calls per hour The number of MLS calls per hour at 58,000 and 68,000 assumes a hold time of three minutes. For shorter call durations, higher call rates can be supported. Refer to the CapTool to optimize the engineering of your configuration.
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Parameter
Number of Symposium Event Interface (SEI) applications
Product limits
Release 5.0 maximum
Release 6.0 maximum
3
3
10
10
100
100
1
1
Number of CPUs
4
4
Steady state CPU
50%
50%
Recommended disk space (GB)
64
128
Number of servers per telephone switch Communication Server 2x00/DMS Communication Server 1000/Meridian 1 PBX
16 3
16 3
SEI is not available as an open interface with Symposium Call Center Server 5.0 or Contact Center Manager. Number of HDX connections When configured, Database Integration Wizard (DIW) uses a single HDX connection. Number of RTI client systems/applications Other parameters
Number of scripts activated under load Script activation supports activation cascading, where the activation of a parent script forces activation of all lowerlevel scripts. Do not use this feature on a system under load. Under load, activate scripts from the lowest level up, with the Master script activated last.
The number of active agents supported by the telephone switch includes active agents at all connected servers.
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Product limits
Standard 11.12
Communication Control Toolkit capacity limits Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or 24,000 CPH with call data attached up to a maximum of 1600 agents. Self service supports an additional 16,000 CPH running on the IVR lines.
Agent counts
2000 agents (2000 terminals, 4000 addresses) if call data is not required or 1600 agents (1600 terminals, 3200 addresses) if call data is used. Self Service supports an additional 480 IVR lines.
Knowledge worker - direct connect capacity limits Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or 24,000 CPH with call data attached up to a maximum of 1600 agents.
Client counts
2000 clients (2000 terminals, 4000 addresses) if call data is not required or 1600 clients (1600 terminals, 3200 addresses) if call data is used. Self service capacity limits.
Call capacity
16,000 CPH for combined IVR lines and agent desktop.
Client counts
480 combined IVR lines and agent desktops.
To determine the capacity of your platform, use the CapTool application. A basic call is defined as an incoming call that is answered by an agent, and then (when talk time is complete) released.
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Appendix B
SIP general information In this appendix Overview
596
SIP building blocks
597
Planning and Engineering Guide
595
SIP general information
Standard 11.12
Overview This appendix describes Session Initiation Protocol (SIP), an application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences. SIP invitations used to create sessions carry session descriptions that allow participants to agree on a set of compatible media types. SIP makes use of elements called proxy servers to help route requests to the user's current location, authenticate and authorize users for services, implement provider call-routing policies, and provide features to users. SIP also provides a registration function that allows users to upload their current locations for use by proxy servers. SIP runs on top of several different transport protocols. For more information on configuring the SIP switch, refer to the SIP Contact Center Switch Configuration Guide.
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SIP general information
SIP building blocks SIP user agent
Terminates (SIP UAS) or originates (SIP UAC) SIP sessions.
Addressed through logical address of record, such as [email protected].
Registers (generally) it’s current position with a central proxy server or registrar at initiation so that the proxy knows how to resolve it’s AOR to an actual IP address.
Examples: MCS 5100 PC Client, Nortel Media Application Server (MAS).
SIP proxy server
Location Services: Resolves SIP AOR to actual IP addresses or resolves them to a proxy closer to the target end point.
If the proxy does more than simple address resolution (for example, call services), then it is referred to as the application server, call server, or similar label.
Example: MCS 5100 SIP Application Server.
SIP registrar server
Accepts SIP REGISTER sessions from end points who announce their location.
Can Challenge and Authenticate the user.
Example: MCS 5100 Application Server.
SIP presence server
Accepts SIP PUBLISH sessions from end points who announce their current state (such as Busy, Away from Desk, or On the Phone).
Interested parties SUBSCRIBE for the user’s presence.
Sends state updates to interested parties using SIP NOTIFY.
Examples: MCS 5100 Application Server for PC Client Buddy List support.
Planning and Engineering Guide
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SIP general information
Standard 11.12
SIP media server
Acts as a SIP endpoint that can perform special media features.
Functions: IVR, RAN, Conference, Media Mixing, and so on.
It is not a formal entity. It is a special type of end user application.
Terminates and Originates RTP, as well as SIP signalling.
Example: Nortel MAS.
SIP BBUA
Back to Back User Agent: Two user agents (UAS and UAC) twinned.
Session terminates on incoming User Agent and is passed to application for modification or decision tree.
New session originated on outgoing User Agent is twinned with the Incoming User Agent for the duration of the call.
A mechanism for applications to sit in the middle and influence SIP Sessions.
Examples: MCS 5100 Application Server and SIP Contact Center.
SIP gateway
598
SIP Protocol Converter: SIP to H.323 SIP to ISDN SIP to Analog Trunk SIP to 3G324M Examples: Communication Server 1000, Audiocodes ISDN Gateway, Radvision 3G Gateway
Contact Center Manager
Appendix C
Telephone switch feature comparison In this appendix Differences between telephone switches
Planning and Engineering Guide
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599
Telephone switch feature comparison
Standard 11.12
Differences between telephone switches The following table outlines the differences between features supported by the Communication Server 1000/Meridian 1 PBX, Communication Server 2x00/ DMS, and SIP switch.
Feature
Communication Server 1000/ Meridian 1 PBX
Communication Server 2x00/DMS
MCS 5100 (SIP)
3350 per Contact Center Manager
3350 per Contact Center Manager
1500 per Contact Center Manager
Agent features
Number of active agents
Agent login location The agent can log in With TDM phones, at any ACD set the agent can log in at any phone in the same supervisor group
Any Communication Control Toolkitcompliant desktop application, for example, CCAD. Agent’s media termination device must be SIPaddressable, for example Nortel Converged Desktop 2. Media termination device does not need any ACD capabilities.
Length of Agent ID
4 to 16 digits
600
4 to 16 digits
4 to 5 digits
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Feature
Validation of agent login
Telephone switch feature comparison
Communication Server 1000/ Meridian 1 PBX
Contact Center Manager validates agent login.
Communication Server 2x00/DMS
MCS 5100 (SIP)
Communication Contact Center Server 2x00/DMS Manager validates validates agent login, agent login Contact Center Manager logout of unrecognized agent
Agent non-ACD DN Personal DN follows Secondary DN is agent (FWD) specific to a TDM phone
DN (or SIP address) is specific to the user
Call presentation features
Contact Center Manager sets Union Break Time, Call Forcing, Alternate Call Answer, Host Delay Time per agent
Contact Center Manager sets Union Break Time, Call Forcing, Alternate Call Answer, Host Delay Time per agent
Contact Center Manager supports Variable Wrap and NRonSDN.
Headset removal
Agent Not Ready
Agent Not Ready
Conference
6-way Conference
3- to 32-way conference call, depending on telephone switch configuration
Consult only
Transfer and conference
Separate transfer, conference, simple
Consult only, may Consult only convert to transfer conference and depending on which transfer feature is assigned to the phone set
Walkaway trigger
Alternate Call Answer and Host Delay Time are not available
Phone features
Planning and Engineering Guide
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Telephone switch feature comparison
Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Entry/reporting of activity (Line of Business) code
Supported
LOB code reported as activity code
Supported by CCT application (CCAD)
Blind transfer to CDN
Not applicable
Supported
Not applicable
Blind transfer to Supported (with busy/invalid number TAPI and CCT)
Supported with CCT Not applicable Not supported with TAPI
Agent transfer/ conference from InCalls to second agent InCalls key
Supported
Supported
Entry of activity Not applicable (LOB) and emergency key while in conference
Cannot be entered until on of the conferenced agents drops from call
Emergency key not supported
Completion of transfer while far end is ringing (including blind transfers)
If the far end address is out-of-provider (not monitored by CCT), the remote connection state will transition immediately from the Alerting state to Established.
The remote connection state will remain in the Alerting state until the far end actually answers the call.
ICM connection
SIP only
Not applicable
If the far end address is out-of-provider (not monitored by CCT), the remote connection state will transition immediately from the Alerting state to Established.
Telephone switch and resource features
Telephone switch interface
602
AML connection
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Feature
Telephone switch feature comparison
Communication Server 1000/ Meridian 1 PBX
Number of digits for 7 CDN
Communication Server 2x00/DMS
10
Number of characters for CDN URI
MCS 5100 (SIP)
7 (to maintain compatibility with Communication Server 1000 Converged Desktop) up to 30
Number of digits for 7 DNIS
10
Number of characters for DNIS URI
7 (to maintain compatibility with Communication Server 1000 Converged Desktop) up to 30
Number of digits for 4 agent ID
4 to 5
4
Number of digits for 3 to 32 activity (Line of Business) code
3 per ACD group
3 to 32
Trunk and route Supported statistics and displays
Not applicable
Not applicable
Synchronization of deleted resources
Maintained by Reported by administrators in MCS 5100 Synch Communication Server 2x00/DMS – Contact Center Manager data fill
Reported by telephone switch
Planning and Engineering Guide
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Telephone switch feature comparison
Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Monitoring of link status
Telephone switch brings down link after 20 non-response calls
Telephone switch Through SIP monitors link health; registration refresh may bring link down events after two back-toback non-responses by Contact Center Manager
Handling of resources upon link failure
Retained
Re-acquired upon Re-registered upon link recovery; meets link recovery carrier grade standards
Recovery after link failure
Issues call release messages
Queries agent status Automatic upon SIP registration refresh events
Order of call presentation
Telephone switch alternates Contact Center Manager CDN and NACD ACD calls
Prioritizes ACD calls Direct to Contact as ACD is not Center through SIP applicable proxy
IVR
Supports integrated IVR with Meridian Mail or CallPilot
Supports front-end self-service IVR
Caller-entered data for external IVR
Not supported
CALL DATA Not supported intrinsic sent directly to host application, CDN stats and callby-call reports enhanced to support caller-entered-data
Treatments
604
Supports integrated IVR with Media Application Server
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Telephone switch feature comparison
Communication Server 1000/ Meridian 1 PBX
Communication Server 2x00/DMS
Give IVR script command
Supported
Supported
Supported and enhanced for Voice XML
IVR statistics, displays
Supported
Supported
Limited support
RAN
Supported
Provided by EDRAM
Supported by MAS for voice and video
Feature
MCS 5100 (SIP)
Controlled option for Supported. Return to Required answer treatments CDN without answer supervision trunks supervision not supported Automatic ringback
Supported
Can be provided by Contact Center Manager script
Supported
Automatic treatment Supported resumption
Can be provided by Contact Center Manager script
Not supported - can be provided by Contact Center Manager script
Supported
Supported
Not supported
Networking statistics Supported and displays
Supported
Not supported
Networking features
Ability to network multiple Contact Center Manager Servers
Other features
Planning and Engineering Guide
605
Telephone switch feature comparison
Feature
Communication Server 1000/ Meridian 1 PBX
Standard 11.12
Communication Server 2x00/DMS
MCS 5100 (SIP)
Call information
Directly supports call Supports all call information (CLID, information except DNIS, trunk, NPA, route and trunk and so on)
Supports some call information (DNIS) as well as SIP call information (SIP to address, SIP from address, an so on)
Hardware dongle
Not required
Not required
Not required
Call ID reuse
Depends on telephone switch configuration
Larger Call ID Every 40,000 calls accommodated— Customer does not see the same Call ID reused in the same day, week, or month
Language support
Multilanguage support
Multilanguage support
Reporting of internal Reported separately and external DN calls
Reported as a combined total
Reported as a combined total
Trigger for pegging Call connection of outgoing DN call
Agent DN press
When dialling complete
ACD and NACD calls
Reported separately
ACD calls reported; Not applicable NACD not applicable
Taking skillsets out of service manually
Not applicable
Do not use Night Not applicable Service with Contact Center Manager. Take skillsets out of service by using the Business Hours variable in the script.
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Telephone switch feature comparison
Feature
Communication Server 1000/ Meridian 1 PBX
Emergency
Not applicable
Planning and Engineering Guide
Communication Server 2x00/DMS
MCS 5100 (SIP)
Configure Not supported supervisors and EMK as PosID to support emergency screen pops; can alert multiple supervisors
607
Telephone switch feature comparison
608
Standard 11.12
Contact Center Manager
Appendix D
Standard call models In this appendix Inbound call models
Planning and Engineering Guide
610
609
Standard call models
Standard 11.12
Inbound call models To evaluate Contact Center performance, five typical local inbound call models are defined. These models apply to calls that originate on the local node. In the CapTool, you can choose one of these models for the call complexity or change the values to match your specific contact center operation.
Communication Server 1000/Meridian 1 PBX models Symposium Voice Processing (SVP) This call model is based on the assumption that the average call uses the following services:
basic call
queuing to two skillsets
voice services controlled by Contact Center Manager (Give Controlled Broadcast, Collect Digits, and Open/Close Voice Session)
Meridian Voice Processing (MVP) This call model is based on the assumption that the average call uses the following services:
basic call
queuing to two skillsets
voice services controlled by the telephone switch (Give RAN instead of Give Controlled Broadcast and Give IVR instead of Collect Digits and Open/Close Voice Session)
Hybrid The hybrid call model is a combination of the SVP and MVP call models.
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Standard call models
Communication Server 2x00/DMS models Symposium Customer (Simple) You use a Communication Server 2x00/DMS telephone switch with an external IVR system. Each call is given IVR treatment, and then it is routed to an agent with a particular skillset. Busy Symposium Customer (Complex) You use a Communication Server 2x00/DMS telephone switch with an external IVR system. Each call is given IVR treatment followed by multiple RAN or music treatments while the call waits for an agent.
Number and types of services per call The following table shows the average number and types of services assumed for calls in each model. Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Parameter
SVP
MVP
Hybrid
Simple
Complex
Basic Call
1
1
1
1
1
Average number of skillset queues entered per inbound call
2
2
2
1
2.2
Average number of agent queues entered per inbound call
0
0
0
0
0.1
Average number of controlled broadcasts in Start/Stop mode per inbound call Never with Give RAN
3
0
1
0
0
Average number of controlled broadcasts in Continuous mode per inbound call
0
0
0
0
0
Planning and Engineering Guide
611
Standard call models
Standard 11.12
Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
SVP
MVP
Hybrid
Simple
Complex
1
0
0
0
0
Average number of Give IVR treatments per inbound call
1
1
1
1
1
Average number of Give RAN treatments per inbound call
1
3
2
0
0.5
Average number of Give Music treatments per inbound call
1
1
1
0
1.5
Average number of Host Data Exchange Send Info treatments per inbound call
1
1
1
1
1
1
1
1
0
0
Average number of Intrinsic References per inbound call (Expected Wait Time, Longest Idle Agent, Oldest Call, Position in Queue)
5
5
5
2
5
Average number of If Then Else treatments per inbound call
5
5
5
2
4
Parameter
Average number of collect digit services per inbound call Two digits each time (including voice session and play prompt)
Never with GCB
Only if Host Data Exchange is present Average number of Host Data Exchange Request/Get Response treatments per inbound call Only if Host Data Exchange is present
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Standard call models
Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Parameter
SVP
MVP
Hybrid
Simple
Complex
Proportion of inbound calls that are transferred to another agent or DN
5%
5%
5%
0%
10%
Proportion of inbound calls that are conferenced with another agent or supervisor
5%
5%
5%
0%
15%
Proportion of conferenced calls completed by an MLS application (such as Symposium Agent)
0%
0%
0%
5%
10%
External IVR system connected to the Communication Server 2x00/DMS system
N/A
N/A
N/A
Yes
Yes
Average number of screen pops per inbound call
1.2
1.2
1.2
1.2
1.2
Average number of MLS messages per inbound call (excluding screen pops)
0
0
0
0
0
Yes
Yes
Yes
Yes
Yes
2
2
2
2
N/A
10%
10%
10%
10%
N/A
Collected call-by-call statistics Average number of network skillset queues entered per call Proportion of calls arriving at the local node that are queued to a network skillset
Planning and Engineering Guide
613
Standard call models
614
Standard 11.12
Contact Center Manager
Appendix E
IP Multicast Networking In this appendix Overview
616
Multicast sending and receiving
617
Implementing IP multicasting for Contact Center Manager
627
Configuring multicast with two network interface cards
630
Planning and Engineering Guide
615
IP Multicast Networking
Standard 11.12
Overview What is IP multicasting? IP multicasting provides multipoint communication by simultaneously delivering information from one sender to only the receivers who want to receive the information. The greatest advantage to IP multicasting is its ability to transmit information to many recipients in a way that minimizes the bandwidth required across networks and that minimizes resources required by the sender to transmit. Typical methods of multipoint communication require that a source send a copy of information to each recipient: 10 recipients require 10 copies of the data. This method, called point-to-point unicast, creates two constraints:
The source system resources are wasted because they are duplicating and distributing multiple copies of the same piece of information.
The combined size of the copies of data sent to recipients cannot be greater than the share of bandwidth available to the source.
IP multicast communication is receiver-based. Users who want to receive data join a multicast host group and become members of that group. Because duplication and distribution of information is handled by a router, the resources and designated bandwidth of the source computer are used more efficiently. Consequently, the source computer uses the spare resources for other functions and distribute information more quickly and with a lower bandwidth requirement on the network.
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Multicast sending and receiving To send to multiple users through multicast, the server communicates with multicast host groups that consist of multicast group members. Recipients must be members of multicast groups to receive multicast data. A sender, however, does not need to be a member in a multicast host group to transmit multicast data. Anyone who can send information to a multicast IP address can send multicast information to a multicast host group. The following sections describes the building blocks of multicast communication in detail.
How sending and receiving works Multicast IP sending is the same as unicast sending: the sender indicates the destination IP address that it wants to send to, and the information travels through the network and arrives at its destination. Receiving multicast IP datagrams is complex. When an application on a PC indicates that it wants to receive multicast data, several things must occur in the background for the data to travel through the networks and be received by the application. The following section describes sending and receiving within the framework of Contact Center Manager Administration’s Real-Time Reporting component. Receiving With Contact Center Manager Administration, multicast communication begins when a user opens a browser, connects to Contact Center Manager Administration, and opens Real-Time Reporting. The Real-Time Reporting utility issues a request to join a host member group associated with Real-Time Reporting multicast data. The request is sent to the multicast group host. The data is sent to the user. When a multicast host group is part of a permanent group, the host filters continuously for data coming from the source. If the host is dynamic, it begins filtering for data only when it receives a request for membership. See “Multicast host groups,” on page 620 for more information about the types of multicast groups.
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Also, in IP multicasting there is an All-Hosts Group with the reserved address 224.0.0.1. The function of this address is to represent all hosts on the network. The All Routers Group with the reserved multicast IP address 224.0.0.2 represents the communication point for all routers on the network. The AllHosts Group continuously sends out requests to its hosts and asks for a report: “Are there any groups that contain members who want to receive multicast data?” Because the concept of IP multicasting rests upon the idea of virtual networks, view an All-Hosts Group as representing all of the host groups, not a physical piece of hardware. The address 224.0.0.1 can designate:
a router or
a system with an IP multicast capabilities
If you are using IP multicasting in a simple network, one router on a LAN can represent:
the All-Hosts Group
the All-Routers Group and
the host that the host group members join to receive their multicast data
In a typical network setting, the network consists of one Contact Center Manager Server system on the Nortel server subnet with the Contact Center Manager Administration. Contact Center Manager Administration clients reside on separate subnets. Note that Contact Center Manager Server and Contact Center Manager Administration also communicate with each other through multicast. In this scenario, one of the routers on the network is designated as the AllRouters Group (224.0.0.2) while other routers act as the All-Hosts Group (224.0.0.1). At this stage, the All-Hosts Group waits to find out if there are hosts with members in their subnets who want to receive multicast data. The All-Hosts Group sends a query requesting that its hosts report on its membership, and the query travels from the All-Hosts Group to the hosts.
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The hosts report on their membership lists. These are all of the clients who requested membership in a host group by opening a browser, launching Contact Center Manager Administration, and then opening Real-Time Reporting. The report travels from each host back to the All-Hosts Group. Sending At this stage, the scene is set for multicast data to be received by the browsers that have real-time displays running. The hosts know who their members are. The All-Hosts Group knows who its hosts are. The routers that service the hosts are aware that their hosts are waiting for multicast data. Contact Center Manager Administration now needs to provide that data. Contact Center Manager Administration delivers its real-time statistics data to the IP multicast-capable router on the Nortel server subnet. The router puts together the data to be sent to the host groups and maps the address of the multicast All-Hosts Group to the IP address that it uses to send data. The data is sent from the router to the All-Hosts Group. The All-Hosts Group sends the data to the routers. The routers for each host forward the data to their hosts, and each host forwards the data to its members. From the receiver to the sender, multicast data may need to travel across several routers. If multicast is not available to all routers on the network, only the source subnet's router and the target subnets' routers need to be multicast-capable when standard network tunnelling is implemented.
Multicast groups and members Multicast hosts Any system or router can be a host and can send multicast data to a multicast group if it meets the following conditions:
The network interface in the system is multicast-capable.
The system or router is on a network with a local multicast router.
The sender does not need to be a member of a multicast host group if it is sending only multicast data. The sender needs to be included in a multicast host group only if receipt of multicast data is required.
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Multicast host groups Recipients of IP multicasting datagrams are called host groups. Host groups fall into the following two categories:
permanent host groups
transient host groups
Permanent host groups are groups with an assigned IP multicast group address. The number of members in the host group is irrelevant in that a permanent host group with no members still exists as long as its IP multicast address is defined. A transient host group, by contrast, exists only if it has at least one member that requires its services. The multicast IP address for the transient host group is not permanently assigned to the host group; however, the addresses that can be dynamically assigned to a host group have two restrictions. The IP multicast address for a transient host group:
must be in the address range designated for IP multicasting
cannot be the same as an address for a permanent host group
Multicast groups are virtual groups: they exist only from the point of view of multicast-capable routers or an All-Hosts Group. A host is a PC in a network that is designated to accept requests for multicast data from other PCs in the same network. This host conveys its membership status to its designated multicast-capable router. A group is formed when other PCs communicate their desire to join the host group. The PCs that want to join the group can be from different networks or subnetworks. Their communication with the host makes them part of a single group. The following groups are some of the permanent host groups that exist in an IP multicast-capable network:
620
The All-Hosts Group: This group is used to identify all IP multicast hosts at your organization. When a host reports that it has members who want to receive multicast data, it sends this report to the All-Hosts Group. The multicast IP address for this group is 224.0.0.1.
The All-Routers Group: This group is used to identify all IP multicast routers at your organization. The multicast IP address for this group is 224.0.0.2.
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Multicast host group members Host group members have few restrictions. They can:
reside anywhere on any network
join or leave a host group at any time
join more than one host group
To receive a multicast message, two requirements must be met:
the member must join the group to which the message is sent
the group that the member joined must belong to a network that is registered with a local multicast router
If the member joins a group that does not belong to a network registered with a local multicast router, the router receives the multicast message but cannot distribute the message through the network to the member.
Multicast addresses IP multicasting specifies multicast host groups using Class D Internet Protocol addresses. These host group addresses range from 224.0.0.0 through 239.255.255.255. While IP addresses identify a specific physical location, a multicast IP address identifies a transmission session—a request conveyed from a client to a host to join a multicast group. However, when choosing IP multicast sending and receiving addresses, you must be aware of the following restrictions:
The IP multicast addresses 224.0.0.0 through 224.0.0.255, inclusive are reserved for routing protocols and topology discovery or maintenance protocols.
Additional IP multicast addresses 224.0.0.0 through 239.255.255.255, inclusive are also reserved for specific applications like Net News.
Therefore, the IP multicast addresses that you select for IP multicasting groups cannot be in the 224.0.0.0 through 224.0.0.255 range. In addition, ensure that you do not select an IP multicast address reserved for other multicast application on your network.
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The following organizations maintain current information about IP multicasting addressing and can provide access to an extensive list of reserved IP multicast addresses. Nortel strongly recommends that you review the information at one or both of these sites before you assign an IP address to a multicast group:
Internet Engineering Task Force (www.ietf.org)
Internet Assigned Numbers Authority (www.iana.org)
Multicast routing methods The method that multicast routers use to interact with one another depends on the routing protocol that is used for communications. All of these routing protocols use a routing method that moves a multicast packet from its source to its destinations. There are several different routing methods:
spanning trees
flooding
core-based trees
reverse path broadcasting
truncated reverse path broadcasting
reverse path multicasting
A detailed description of each of these routing methods is beyond the scope of this document. However, the following section briefly discusses the spanning tree method which is one of the simplest and efficient routing methods. To find out more about routing methods, visit the Internet Engineering Task Force (www.ietf.org), and Internet Assigned Numbers Authority (www.iana.org) Web sites. Both sites provide additional information and articles that address IP multicast routing methods in greater detail. Spanning trees Multicast routing depends upon its multicast-capable routers to exchange information about neighboring routers and efficiently route multicast traffic. The Internet Group Management Protocol (IGMP) selects one router as the primary router for each physical network in a LAN. This primary router creates a routing method called a spanning tree that connects all other routers that belong to an IP multicast group.
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A spanning tree is a loop-free network of paths between routers. Only one path is established between each router. When each router is aware of the branches in the spanning tree, it copies multicast datagrams only to those branches of the tree. With this method, datagrams are duplicated only when the spanning tree is aware of other branches, keeping the amount of duplication required on a network to a minimum.
Multicast protocols There are a variety of protocols available for multicast routing. The protocol that your network operations department chooses for your routers depends upon the type of delivery service that you must provide. If your network configuration does not require the delivery of multicast packets across routers, you need only the IGMP. If your multicast data recipients extend beyond a single subnetwork, your network operations department must define multicast routing protocols for your routers. These protocols create the spanning trees and forward the multicast packets that are required to get the data to the group members. The following list includes some of the most common multicast protocols and a brief description of the routing features that each provides. Internet Group Management Protocol When clients indicate that they want to join a group, and hosts indicate to routers that they have group members, IGMP is the protocol used to convey this information between host group members, hosts, and routers. See “How sending and receiving works” on page 617 for more information about how group membership occurs. IGMP must be available on any interface running a multicast protocol, as well as on any static interface over which you want to transfer multicast traffic. Distance Vector Multicast Routing Protocol Routers that use Distance Vector Multicast Routing Protocol (DVMRP) advertise the shortest-path routes to the networks on which a multicasting source resides. DVMRP is the opposite of RIP, which advertises routes to destination networks.
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Multicasting Extensions to Open Shortest Path First Routers using Multicasting Extensions to Open Shortest Path First (MOSPF) use an enhanced version of Open Shortest Path First (OSPF). This protocol enables a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Protocol Independent Multicast Protocol Independent Multicast (PIM) provides efficient routes for multicast traffic that crosses the Internet to reach members of sparsely distributed multicast groups. The Nortel implementation of PIM supports sparse mode. PIM communicates with remote members by:
inviting downstream members to join a shared tree by sending explicit join messages.
using rendezvous points (RP) for receivers to meet new sources. Sources announce their existence to RPs; receivers query RPs to learn about multicast sessions.
establishing a shortest-path tree to create a data path between sources and receivers.
Resource Reservation Protocol Resource Reservation Protocol (RSVP)-capable routers enable their host systems in an IP network to reserve resources for unicast or multicast dataflows.
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Packet migration between multicast and non-multicast networks With the variety of networks that exist and the amount of data that travels between them, it may be too expensive and difficult to set up network infrastructures that carry only multicast packets, while unicast networks carry only unicast data. The implementation of multicasting in your network does not preclude the transmission of unicast packets. You can configure your routers to enable tunneling—multicast packets that travel as unicast packets between multicast and non-multicast networks. The following table provides an overview of how different packet types can travel between multicast and non-multicast networks. Router receives
On interface type
Forwarding Action and How to Enable
Unicast or broadcast packet
Multicast
The multicast protocol running on the interface forwards the packet to a multicast destination address (or list of multicast destination addresses) dictated by an IP traffic filter. The IP traffic filter must be configured to convert the unicast or broadcast packets to multicast.
Multicast
Multicast
The router multicast protocol forwards the packet to:
a multicast configured outbound interface (based on multicast protocol decisions) or
a non-multicast, IGMP static configured outbound circuit
In Site Manager, you must set the IGMP static forwarding entries policy for Dynamic to Static forwarding mode.
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Router receives
On interface type
Multicast
Non-multicast, The router forwards multicast packet traffic to a IGMP static multicast-enabled network if: configured multicast protocols are running on the routers
Multicast
626
Forwarding Action and How to Enable
the IGMP static forwarding policy is set to Static to Dynamic
the IGMP interface parameter Static Forward Cache Lifetime is set to a value in accordance with the multicast protocol (DVMRP or MOSPF) running on the router
Non-multicast, The router forwards the multicast traffic to a nonIGMP static multicast, static configured interface if: configured the IGMP static forwarding policy is set to Static mode
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Implementing IP multicasting for Contact Center Manager IP multicast requirements The preceding sections explain multicasting, the communication between software and hardware that multicasting generates, and the routing and related protocols that make the transmission of multicast data between sources and destinations possible. With this information, you can consider how to implement IP multicasting for your specific LAN or WAN, or both, to facilitate Contact Center Manager Server and Contact Center Manager Administration real-time data multicasting requirements. The following is a checklist of the requirements that apply to your network, network components, and multicast-capable applications for Contact Center Manager Server’s multicasting capabilities to work in a simple LAN configuration. Requirements for multicast communication on one subnet
✔
The sending and receiving nodes in your network must be multicastenabled. For example, the TCP/IP protocol stack must support IP multicast. All hosts must support the IGMP protocol. The network interface cards and their drivers at the sending and receiving nodes can filter for data link layer addresses that are mapped from network layer IP multicast addresses. If two network interface cards are installed on Contact Center Manager Administration (one for a different subnet and the other for the Nortel Server Subnet), manually configure the cards so Contact Center Manager Administration always sends multicast data through the NIC that is connected to the Nortel server subnet. In this example, the client PCs are on the Nortel Server Subnet and, therefore, receive multicast data on this network without multicastcapable routers. Planning and Engineering Guide
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Requirements for multicast communication on one subnet
✔
IP multicasting software must be installed on clients that need to receive multicast data. Routers are not required for a host to join a multicast group and share multicast data with other hosts on the same subnet. When multicast sending and receiving must travel between subnets, the list of requirements includes the previous checklist, in addition to the following items. Requirements for multiple subnet multicast communication
✔
Intermediate routers between sending and receiving nodes are IP multicast-capable. (Or just the source and target subnets' routers if standard network tunnelling is in between.) Firewalls between subnets are configured to permit IP multicast traffic. An IP traffic filter can convert packets from unicast to broadcast or broadcast to unicast. Configure an IGMP static forwarding policy for interfaces that multicast and for interfaces that do not multicast. Set policy filters to identify multicast protocol-compliant gateways, interfaces, tunnels, and networks for IGMP, DVMRP, and MOSPF. Configure the network interface cards on Contact Center Manager Administration so they always send multicast data through the Nortel server subnet card.
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Network deployment Contact Center Manager Administration server receives data from Contact Center Manager Server and propagates it to the Contact Center Manager Administration client. That makes Contact Center Manager Administration server the intermediate server between the Contact Center Manager Server and the Contact Center Manager Administration client. Therefore, the Contact Center Manager Administration server has both IP multicast send and receive addresses. Contact Center Manager Administration server uses the receive address to collect multicast data from Contact Center Manager Server. For this reason, the IP multicast receive address on Contact Center Manager Administration server must be the same as the IP multicast send address of the Contact Center Manager Server. However, the IP multicast receive address on Contact Center Manager Server must be different from the IP multicast send address on Contact Center Manager Administration server. This is because the send address on Contact Center Manager Administration server is the point from which multicast data is sent to the Contact Center Manager Administration clients. The multicast-enabled router acts as both the host and the All-Hosts Group to the clients who become host group members when they open a browser and launch Real-Time Reporting.
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Configuring multicast with two network interface cards Some Contact Center servers may contain two network interface cards (NIC)— one each for a different subnet (for example, the ELAN subnet) and one for the Nortel server subnet. In such situations, configure the server manually so that it always chooses the Nortel server subnet card to send and receive multicast data. If you do not manually configure the server, it may send multicast data through the other subnet, which may cause potential problems. This manual configuration involves opening the Windows routing table and noting the metric values of the multicast interfaces corresponding to the other subnet and Nortel server subnet network interface cards. When the server starts to send multicast traffic, it first looks to this internal routing table, as it contains a default multicast route for each of the network interfaces present in the computer. The operating system decides which of these interfaces is the most suitable for sending multicast data by checking the metric value of each multicast interface (multicast interfaces have a destination of 224.0.0.0). If the metric values are equal, Windows decides which interface to use based on the value of the interface address. The default Contact Center Manager Administration configuration experiences problems when the Nortel server subnet and the other subnet metric values are equal, as shown in the following graphic.
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If this is the case, avoid problems by giving the ELAN subnet interface a larger metric value than the Nortel server subnet interface, as described in the following procedure. Think of the metric value as the cost of using a particular interface. Because the operating system chooses the interface with the lowest cost and you want it to choose the Nortel server subnet, you must give the ELAN subnet the higher metric value (higher cost).
Configuring IP multicasting on an application server that has two network interface cards 1
Open a command prompt.
2
Type route print to view the Windows routing table.
3
In the table, note the metric values of the multicast interfaces corresponding to the ELAN subnet and Nortel server subnet network interface cards (multicast interfaces have a destination of 224.0.0.0).
If the metric value corresponding to the ELAN subnet network interface is equal to or lesser than that of the Nortel server subnet, proceed to the next step.
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4
Standard 11.12
If the metric value corresponding to the ELAN subnet network interface is greater than that of the Nortel server subnet, the operating system sends multicast data through the Nortel server subnet and you do not have to continue with this procedure.
On the application server computer, right-click My Network Places and choose Properties. Result: The Network and Dial-up Connections window appears.
5
Right-click the ELAN subnet network interface card and choose Properties. Result: The Local Area Connection Properties window appears.
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6
Select Internet Protocol (TCP/IP).
7
Select Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
8
If there are values in the Preferred DNS server and Alternate DNS server boxes, remove them. These boxes must remain blank for the ELAN subnet connection.
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Standard 11.12
Click Advanced. Result: The Advanced TCP/IP Settings window appears.
10
In the Interface metric box, type a value that is higher than the value listed in the Windows routing table for the Nortel server subnet card. For example, if the table lists a value of 1 for the Nortel server subnet interface, type 2 in this box.
11
Select OK to save your changes.
12
Select OK until you close all windows.
13
Restart the application server.
14
When the server restarts, open a command prompt.
15
Type route print. Result: The Windows routing table appears, listing the metric values for the network interfaces.
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IP Multicast Networking
Confirm that the metric value for the ELAN subnet interface is successfully changed to 2 (or the value that you typed in step 10). Result: Multicast traffic is now received and sent on the interface with the lowest metric, which is the Nortel server subnet.
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Appendix F
Calculating Equivalent Basic Calls In this appendix Equivalent Basic Calls
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Equivalent Basic Calls The complexity of Contact Center calls, in terms of Equivalent Basic Calls (EBC), is computed using the values from the following table for the appropriate software releases for the telephone switch. Service
R26 EBC
Inbound Calls
Basic call
638
2.40
QTS (Queue to Skillset)
0
QTNS (Queue To Network Skillset)
0
GCB (Give Controlled Broadcast Start/Stop)
1.70
GCB (Give Controlled Broadcast Continuous)
1.70
VSCDG (Collect Digits Voice Session)
2.29
GIVR (Give IVR, including transfer)
2.29
GRAN (Give RAN)
0.63
GMUS (Give Music)
0.25
Meridian Link messages/call (including screen pops)
0.60
Meridian Link calls transferred/conferenced
1.72
Conference/transfer
1.59
HDXSI (Data Exchange Send Info)
0
HDXRG (Data Exchange Send Request/Get Response)
0
INTR (script Intrinsic reference)
0
If-Then-Else
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Service
R26 EBC
Incoming Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + Trunks Incoming
1.18
Contact Center Manager Server scriptless overhead
1.33
Outgoing Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + Trunks Outgoing
1.16
Contact Center Manager Server scriptless overhead
1.33
Outbound Calls
Meridian Link calls transferred/conferenced
1.59
Calls conferenced/transferred out
1.72
Successful outbound call overhead
3.60
Unsuccessful outbound call overhead
1.88
Meridian Link messages per call (including screen pops)
0.60
Meridian Link messages/connection (unsuccessful call)
0.60
Meridian Link messages/unsuccessful connection
0.60
The CapTool automatically calculates the call rate based on an entered callcomplexity model.
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Appendix G
Telephony calculations In this appendix Using Erlang B
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Telephony calculations
Standard 11.12
Using Erlang B If you have the traffic in centum call seconds (CCS) and the Grade of Service (GOS), you can calculate the number of required lines using the Erlang B formula. The GOS is the probability of finding all lines busy. The standard practice is to take the probability of finding all lines busy as 0.001. When you have non-blocking cases, the GOS is 0; therefore, lines are always available. To calculate this with Erlang B, use 0.000000001 instead of 0. Use the following formula to calculate the number of lines you require.
where
erlangs is the # CCS/36 (1 erlang = 3600 call seconds or 36 CCS)
M is the number of lines
Prob is the probability of a lost call
To use this formula, iterate on M = 1, 2, and so on, until Prob is less than or equal to the GOS. The first M found where Prob is less than or equal to the GOS is the number of required lines. Alternatively, you can also use a table of Erlang B. (A table of Erlang B is found in most traffic engineering texts.)
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Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACCESS link A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number.
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ACD group See automatic call distribution group. ACD routing table See automatic call distribution routing table. ACD subgroup See automatic call distribution subgroup. acquired resource A resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. active server In a system with a Replication Server, the server providing call processing and administration services. activity code A number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report. adapter Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. 644
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agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent priority per skillset Each agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes. agent-to-skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent-to-supervisor assignment A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AIP Advanced I/O Processor alias See e-mail alias. AML See Application Module Link. ANI See Automatic Number Identification. Planning and Engineering Guide
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API See application program interface. application 1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. Application Module Link An internal protocol used by Contact Center Manager Server to communicate directly with the switch. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number.
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automatic call distribution directory number A primary or supplementaryDN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents. automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents. Automatic Number Identification A telephony feature that provides the originating local telephone number of the caller. auto-response A message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”
B
basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.
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BBUA Back-to-Back User Agent
C
call age The amount of time a call waits in the system before being answered by an agent. call destination The site to which an outgoing network call is sent. See also call source. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call. call priority The priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.
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Contact Center Manager
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Call Request Queue Size Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold. call source The site from which an incoming network call originates. See also call destination. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. CAT Channel Allocation Table CCR customer controlled routing CDN See controlled directory number.
Planning and Engineering Guide
649
Standard 11.12
central processing unit The component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor. centum call seconds A measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour. CLAN See Customer Local Area Network. CLAN subnet See enterprise IP network. CLID See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server. closed reasons An item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.
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Contact Center Manager
January 2008
Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan. Contact Center Agent Desktop An agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions. Contact Center Manager A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Contact Center Manager Administration A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. Contact Center Manager Server This server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.
Planning and Engineering Guide
651
Standard 11.12
Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications. Contact Center Standby server The server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server. CPH calls per hour CPU See central processing unit. CRM See Customer Relationship Manager. CRQS See Call Request Queue Size.
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January 2008
CSL Command and Status Link CTD See Conditionally Toll Denied. CTI See Computer Telephony Integration. customer administrator A user who maintains Contact Center Manager. Customer Local Area Network The LAN to which your corporate servers, third-party applications, and desktop clients connects. Customer Relationship Manager An application that provides the tools and information that an organization requires to manage its customer relationships.
D
Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. database views A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center.
Planning and Engineering Guide
653
Standard 11.12
deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script. denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access. DEP See Data Execution Prevention. Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary. desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.
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Contact Center Manager
January 2008
Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. DID Direct Inward Dial directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. disposition code An item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report. Distant Steering Code Used by the switch to route calls to their intended destination. Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.
Planning and Engineering Guide
655
Standard 11.12
DMS Digital Multiplex Switch DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. DoS See denial of service. DP See Designer Patch. DSC Distant Steering Code DTMF Dual Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.
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Contact Center Manager
January 2008
dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.
E
EBC See equivalent basic calls. EIU Ethernet Interface Unit ELAN Subnet See embedded local area network. e-mail alias An e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. e-mail rule Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.
Planning and Engineering Guide
657
Standard 11.12
Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller. enterprise IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call. See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression 1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
F
FCTH See Flow Control Threshold. filter timer The length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table. firewall A set of programs that protects the resources of a private network from external users.
658
Contact Center Manager
January 2008
first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value. Flow Control Threshold The number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.
G
global settings Settings that apply to all skillsets or IVR ACD-DNs configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable. GOS See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port.
H
HDX See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls.
Planning and Engineering Guide
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Standard 11.12
HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.
I
ICM See Intelligent Call Manager. IGMP See Internet Group Management Protocol. Incalls key The key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented. Integrated Services Digital Network A set of standards for transmitting digital information over ordinary telephone wire and other media. Integration Package for Meridian Link A feature that integrates an IVR system with a switch. Intelligent Call Manager A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.
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Contact Center Manager
January 2008
Interactive Voice Response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port. Internet Group Management Protocol The multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use TCP/ IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct.The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. IVR See Interactive Voice Response.
Planning and Engineering Guide
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Standard 11.12
IVR ACD-DN See Interactive Voice Response ACD-DN. IVR event See Interactive Voice Response event. IVR port See voice port.
L
LAN See local area network. Line of Business code See activity code. LOB code See activity code. local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings. local call A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. logical expression 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.
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Contact Center Manager
January 2008
M
M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch mailbox See recipient mailbox. Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script,primary script, script, secondary script. mathematical expression 1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. mean holding time 1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any). Planning and Engineering Guide
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Standard 11.12
Media Application Server A programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow. mean time between calls The average time between presentation of calls to an agent. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing. MHT See mean holding time. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. MOSPF See Multicasting Extensions to Open Shortest Path First.
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Contact Center Manager
January 2008
MTBC See mean time between calls. Multicasting Extensions to Open Shortest Path First An enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NACD call A call that arrives at the server from a network ACD-DN. NAT See Network Address Translation. NCC See Network Control Center. NCRTD See Network Consolidated Real-Time Display. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.
Planning and Engineering Guide
665
Standard 11.12
network call A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration. Network Control Center The server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to connect to a local area network (LAN). network script The script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Contact Center Manager Server that provides skillbased routing to multiple networked sites. network skillset A skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.
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Contact Center Manager
January 2008
Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. NPA See Number Plan Area. NSBR See Network Skill-Based Routing. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application. ODBC See Open Database Connectivity. OEM Original equipment manufacturer Office hours Hours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed. OLE See object linking and embedding.
Planning and Engineering Guide
667
Standard 11.12
Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. OTM See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into outof-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset,skillset.
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Contact Center Manager
January 2008
P
patch See Designer Patch. PBX See private branch exchange. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. personal directory number A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. PIM See Protocol Independent Multicast. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
Planning and Engineering Guide
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Standard 11.12
Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group. primary script A script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script,script, secondary script. priorities Two sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. PSTN See public switched telephone network. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
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Contact Center Manager
January 2008
R
RAID See Redundant Array of Intelligent/Inexpensive Disks. RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recipient mailbox A container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. Redundant Array of Intelligent/Inexpensive Disks A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails.
Planning and Engineering Guide
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Standard 11.12
relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. Resource Reservation Protocol The protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows. round robin routing table A routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table. route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria.
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Contact Center Manager
January 2008
routing table A table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table. RSM See Real-time Statistics Multicast. RSVP See Resource Reservation Protocol. rule See e-mail rule.
S
sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script,primary script, secondary script. script variable See variable. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.
Planning and Engineering Guide
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Standard 11.12
secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls. secondary script Any script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script,primary script, script. sequential routing table A routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds.
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Contact Center Manager
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service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Service Update A Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous Service Updates (SUs) for the release are included in the latest Service Update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also Service Update Supplementary and Designer Patch. Service Update Supplementary A stand-alone Contact Center supplementary software application installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch. Session Initiation Protocol An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent
management stations, which are computers running special network management software that interact with the Agents for status
management information, which is conveyed through exact specifications and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
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Standard 11.12
SIP See Session Initiation Protocol. SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI. SIP URI The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing. skillset A group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol. source site The site from which an incoming network call originates. See also destination site.
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Contact Center Manager
January 2008
standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. SU See Service Update. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. SUS See Service Update Supplementary. switch See telephony switch. switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource. system-defined scripts The Master_Scriptand the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or networkcall arriving at the contact center.
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Standard 11.12
T
TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
678
Contact Center Manager
January 2008
time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.
U
user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system.
Planning and Engineering Guide
679
Standard 11.12
utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable. Virtual Private Network A private network configured within a public network to take advantage of the economies of scale and management facilities of large networks. Voice Extensible Markup Language Allows a user to interact with the Internet through voice-recognition technology. Voice over IP Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network. VXML See Voice Extensible Markup Language.
W 680
WAN See wide area network. Contact Center Manager
January 2008
Web-on-hold A set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.
Planning and Engineering Guide
681
Standard 11.12
682
Contact Center Manager
Index Symbols .NET 65, 66 Framework class library 66 programming languages 67 types 66
A about upgrade scenarios 169 ACCESS connection 537 link 542 protocol 75 requirements 538 voice ports 537 access classes and partitions upgrading 170 ACD queue management 17 ACD trunks 478 ACD-DNs default 512 activating Master script 359 activating the IP address 507 Active Server 328, 420 active server 49, 364 Address object 68 addresses Class D Internet Protocol 621 multicast 621 restriction for IP multicast 621 Agent Greeting 86, 476 Agent Interface ports 394 agent licenses 127 Agent object 68 agent phonesets, configuring for Communication Control Toolkit 555 agent TNs, configuring for Communication Control Toolkit 555 Planning and Engineering Guide
agents number supported 17 AgentTerminalSession object 68 agent-to-skillset assignments, running 359 agent-to-supervisor assignments, running 359 alias 551, 553 All-Hosts Group 619, 620 and multicast data 618 All-Routers Group 620 and multicast data 618 AML 65, 352 configuring ELAN subnet for 509 Anti-virus software 209 Communication Control Toolkit 282 Contact Center Manager Administration 249 Contact Center Manager Server 231, 315 Contact Center Multimedia 270 coresident server 296 LinkPlexer 325 Replication Server 337 API Communication Control Toolkit 65, 75 distribution 66 Full 68 Graphical 69 Lite 68 Application Module Link 65 AML 65 Application Module Link. See AML application server CPU utilization 370 minimum refresh rate on 371 multiple 372 architecture Communication Server 1000/Meridian 1 40 DMS 92 Meridian 1 92 archiving 396 assignments, running 359 AST 513 attached data 407 attachments 61 683
Index
locations 551 audio routes 495 auditing 16 Automatic switchover 421 auto-number e-mail messages e-mail messages auto-numbering 552 Avaya 66 average CPU utilization 358, 411 delay factor 526 pages per second 358, 411 talk time 350
B backing up 405 data on a coresident server 447 Backing up and restoring 405 backup 404 bandwidth 394 required, CSL 544 bandwidth contention 526 Bandwidth recommendations 394 basic call 498, 611, 638 cost 482 binding order 519, 523 buffers 496 busy Symposium customer model 611
C CACHE.DAT 395 calculate switch capacity 480 Call Arrival Rate 350 Call Center Module loads supported 494 call complexity 348, 407, 455, 482 call duration 407 call load 348 call models 609 busy Symposium customer 611 hybrid 610 MVP 610 simple 483 684
Standard 11.12
SVP 484, 610 Symposium customer 611 call rate 350 maximum 485 call variables 17 call-attached data 407 caller-entered data 407 Calling Line ID CLID 65 CallPilot 50, 86 and multiple servers on the switch 539 software release 539 See also Symposium Voice Services on CallPilot calls per hour 350, 407 Campus Redundancy 422 capacity 361, 407 ACCESS link 543 coresident server 455 CSL 545 maximum 588 requirements, minimizing 411 Capacity Assessment Tool. See CapTool CapTool 39, 218, 236, 255, 274, 328, 342, 366, 380, 400, 435, 438
CCM loads supported 494 CCS 542 CDNs configuring on the switch 511 CDNs, calculating requirements for 495 centum call seconds 542 checking the ELAN subnet link 510 Citrix 63 Class D Internet Protocol addresses 621 Classic Client 15, 82, 84 client application 63 client hardware requirements Contact Center Manager Administration 242 Contact Center Multimedia 262 client operating system Contact Center Manager Administration 247 client PCs 368 clients 407 Close Voice Session. See voice sessions CLR 66 clustering 405
Contact Center Manager
January 2008
Collect Digits command 538 Command and status link. See CSL commit limit 358, 411 committed bytes 358, 411 Common Language Runtime 66 Communication Control Toolkit 49, 63, 386, 387, 410, 415, 563 anti-virus 282 API 65, 75 Basic call control functions 564 client, requirements 414 Contact Center specific functions 564 disk partitioning 280 hardware requirements 274 migrate to 141 operating system 281 requirements 273 server 64 standalone configurations 275 third-party software 282 upgrade to 141 Communication Control Toolkit compatibility 144 Communication Control Toolkit Connector 564 Communication Server 1000 switch contact center architecture 40 engineering 475 See also Meridian 1 switch Communication Server 1000/Meridian 1 configuring 503 compatibility and Contact Center Manager Administration 167, 168 complex call model 484, 611 components, third-party 65 computer-telephony integration 73, 410 conferencing 407 configurations, VPN 583 configuring agent phonesets for Communication Control Toolkit 555 CDNs on the switch 511 Contact Center Multimedia server network 390 LinkPlexer 502 Windows 389
Planning and Engineering Guide
Index
connection object 68 consolidated real-time display data 373 contact center product names 15 Contact Center - Manager setup 549 Contact Center - Manager Client 250 Contact Center - Manager compatibility 143 Contact Center - Multimedia operating system 268 requirements 253 server hardware requirements 254 third-party software 269 Contact Center Agent Desktop 60, 83, 250, 262, 352, 386, 38 7
contact center architecture Communication Server/Meridian 1 switch 40 contact center environment network requirements 519 Contact Center Manager 455 Contact Center Manager Administration 48, 368 anti-virus software 249 client hardware requirements 242 client operating system 247 compatibility with previous versions 167, 168 CPU impact of Contact Center Manager Administration 372 disk partitioning 241 impact on Nortel server subnet/WAN 372 multiple application servers 372 operating server 245, 312 requirements 235, 299 server hardware 236, 302 server standalone configuration 237 third-party software 249, 314 upgrade to 140 Contact Center Manager Administration application server CPU utilization 370 Contact Center Manager Administration replication 149 Contact Center Manager Client 50, 368 Contact Center Manager Server 48, 62, 368 and IP multicasting 627 CPU impact on Contact Center Manager
685
Index
Standard 11.12
Server 372 disk partitioning 224 integration with 62 multiple on the same switch and CallPilot 539 multiple on the same switch and Meridian Mail 541 operating server requirements 226 performance impact of MLS 410 requirements 217 standalone configuration 219, 302, 305, 308, 309, 312, 314
third-party software 230 upgrade to 139 Contact Center Multimedia 49, 58, 386, 387, 395 anti-virus software 270 client hardware requirements 262 disk partitioning 266 Contact Center Multimedia compatibility 86, 144 Contact Center Multimedia server 387 Contact Center Multimedia/Outbound server database capacity 20 Contact Center Supervisor Desktop 83 Contact Center Voice Services 92 Contact Center Voice Services on CallPilot in the DMS environment 92 Contact Center Voice Services on Meridian Mail in the DMS environment 92 Contact Management Framework 64 Contact object 68 Controlled Directory Numbers. See CDNs Conversation Space 468 conversion ways to save time during 161 coresidency 95, 145 and the customer network 445 upgrades 150 coresident 145 coresident applications 95 coresident installation requirements 284 coresident server and Contact Center Manager 455 and NSBR 455
686
and remote support 456 and Replication Server 456 anti-virus software 296 capacity 455 CPU utilization 454 disk partitioning 291 hardware requirements 285, 454 operating system 294 software requirements 454 third-party software 296 coresident server, engineering 419, 437, 457 Coresident servers requirements 283 coresident servers backing up and restoring data on 447 with previous versions of Symposium 167 coresident upgrades 150 Corporate licensing 123 cost of basic call 482 CPH 350 CPU cost of Contact Center Manager Administration on Contact Center Manager Administration 372 impact, Symposium Voice Services on CallPilot 540 load, minimizing on Contact Center Manager Administration 377 performance, Contact Center Manager Administration 376 requirement, Communication Control Toolkit 402 requirement, Contact Center Manager Server 347 utilization, Communication Control Toolkit 411 utilization, Contact Center Manager Administration application server 370 utilization, Contact Center Manager Server 358 utilization, coresident server 454 CRTD data 373 CS 1000 82 supported releases 90, 91, 476 CS 1000E/CS 1000M IP agents 486 CS 1000M TDM agents 486, 487
Contact Center Manager
January 2008
CS 2x00 82 CSL 544 traffic cost 544 CTI 65, 73, 352
D data extractions 359 database 395 calculations 395 capacity 395 upgrading SWCP 4.0 172 database backups 359, 412 database expansion and conversion 160 Database Integration Wizard 355 debugging 407, 408 dedication of voice ports 537 default 552 default ACD queue 17 default ACD-DN 512 Default Queue Management 17 defining ELAN subnet 509 routing table 507 delay factor 526 DFDN prompt 512 direct-connect modem, support over 580 disaster recovery 404 disk compression utilities 209 disk partitioning examples of 160 disk partitioning requirements Communication Control Toolkit 280 Contact Center Manager Administration 241 Contact Center Manager Server 224 Contact Center Multimedia 266 coresident server 291 Replication Server 333 Distance Vector Multicast Routing Protocol 623 distribution 66 DIW 355 DMS 82 architecture 92 DMS switch
Planning and Engineering Guide
Index
engineering 491 requirements 496 DNs, sharing 501 documents in Contact Center 28 domain controller 406 domain forest 386 duration, voice sessions 537 DVMRP 623 DXM_SERVER_SHUTDOWN message 357
E EBCs 481, 637 ELAN subnet 72, 221, 277, 288, 304, 307 average utilization 358, 412 configuring 505 connection to Enterprise IP network 529 defining 509 external communications on 530 impact, Symposium Voice Services on CallPilot 540 link, checking 510 link, enabling 510 maximum utilization 524 OTM on 529 problems 525 requirements 524 traffic 524 e-mail 551 attachments 61 e-mail attachment file locations 551 e-mail attachment folder locations 552 default location 552 e-mail attachments 396 e-mail body searching 552 E-mail Manager 59 e-mail server configuration requirements 551 ports 394 scan interval 551 transactions 61 Embedded Local Area Network. See ELAN subnet emergency license file 133
687
Index
enabling the ELAN subnet link 510 engineering Contact Center Manager Server 341 coresident server 419, 437, 457 network 515 Replication Server 364 voice processing 535 Enhanced switchover 421 Enterprise IP network connection to ELAN subnet 529 traffic 521, 523 utilization 524 Equivalent Basic Calls 481, 637 Erlang 542 Erlang B 642 Ethernet port, assigning an IP address for 506 Ethernet switch 529 Event Browser 84 event logging 442 events, supported 563 Extended partition Replication Server 334 extended partition Contact Center - Multimedia 266 external events 499 external communications on the ELAN subnet 530 External Web server 61, 398 transactions 61
F FAT 241 feature licenses 127 filtering router 529 firewall 414 front-end IVR 92, 483 Full API 68 functions supported by Graphical API 69 functions, supported 563
G gateway server 507 688
Standard 11.12
generating reports 359 Geographic Redundancy 395 Geographic redundancy 422 Get Response command 356 GigaSpaces Platform Infrastructure 65 Give Controlled Broadcast command 538 Give IVR command 537 Give_Treatment message 496 Give_Treatment(Music) message 497 Give_Treatment(RAN) message 497 Give_Treatment(Ringback) message 497 GOS 537 Grade of Service 537, 642 Graphical API 69 grounding, ACCESS link 542 GRTD 83
H hardware configuration and performance 407 configuring ELAN subnet 505 requirements 213 requirements, Communication Control Toolkit client 414 requirements, Communication Control Toolkit server 402 hardware platforms Meridian Mail 542 Hardware requirements Communication Control Toolkit 274 coresident server 285 LinkPlexer 319 hardware requirements Contact Center Manager Server 218 Replication Server 329 hardware server requirements Contact Center - Multimedia 254 hardware-RAID 404 HDX 73, 355 application server 50 High availability servers 345 Communication Control Toolkit 279 Contact Center - Multimedia 265 Contact Center Manager Administration 244
Contact Center Manager
January 2008
Contact Center Manager Server 223, 309 coresident server 290 historical reporting 15 historical reports, limit of simultaneously generated 371 host application 355 Host Data Exchange 50 Host Data Exchange. See HDX Host Enhanced Routing 352 host-to-gateway configuration 583 hot-swappable batteries 214 hybrid model 610
I IAPG 513 ICM 415, 492 ICM link 492 ICM messages 496 IGMP 623 IMH 61 impact Symposium Voice Services on CallPilot 540 inbound call models 610 inbound e-mail scan interval 551 Inbound Message Handler 61 installation order 100, 102 road map 102 sequence 100, 102 installation methods 442 installation order 442 installing language pack 254 Interactive Voice Response. See IVR inter-call interval 350 Internet Assigned Numbers Authority 622 Internet Engineering Task Force 622 Internet Group Management Protocol 623 Internet Information Service IIS 227 Internet Telephony Gateway 86 invoke IDs 496 IP address
Planning and Engineering Guide
Index
activating 507 assigning to the switch 506 validating 508 IP multicast addresses, restrictions 621 IP multicasting configuring two network interface cards for 630 implementing for Contact Center Manager 627 overview 616 requirements 627 IPML 66, 86 ISDN 478 IVR 50 messages 521 voice ports 537 IVR messages 523
J Java API 61 Java Server Pages 62
K keycode requirements for conversion to Release 4.2 161 Knowledge Worker 274, 415, 477 Knowledge Worker environment architecture 76 network requirements 523
L language pack 254 LD 17 509 LD 23 512 LD 48 510 license Open Networking 128 Open Queue 128 Outbound 129 Report Creation Wizard 129 689
Index
Standby Server 128 license file corporate license file 126 nodal license file 127 license identifier CS 1000/Meridian 1 server 130 CS 2x00/DMS server 129 Mixed Corporate Node 131 SIP server 130 License Manager 132, 218, 416 licenses agents 127 limits, product 587 LinkPlexer 95, 182, 416, 501 anti-virus software 325 configuring 502 hardware requirements 319 operating system 323 requirements 317 third-party software 325 Lite API 68 location, physical location 404 locations of e-mail attachments 551 logging 407, 448 logoffs 359 logons 359
M mailbox 61 scan interval 551 MAS 206, 300, 301, 464, 465, 466, 468 MAS application software 301 MAS configuration 466 Master script, activating 359 maximum call rate, Communication Server 1000/ Meridian 1 switch 485 call rate, DMS switch 496 capacity 588 utilization, ACCESS link 542 utilization, ELAN subnet 524 utilization, Nortel server subnet 522, 524 Mean Holding Time 350
690
Standard 11.12
Time Between Calls 350 Media Application Server 206 memory Object 411 requirements, Communication Control Toolkit 403 See also virtual memory Memory Object 358, 411 memory tweaking utilities 209 Meridian 1 82 architecture 92 supported releases 90, 91, 476 Meridian 1 switch contact center architecture 40 engineering 475 Meridian Link protocol 352 Meridian Link Services 65 impact on Contact Center Manager Server performance 410 Meridian Link Services. See MLS Meridian Mail 50 and multiple servers on the switch 541 platforms 542 software release 541 See also Voice Services on Meridian Mail Meridian Voice Processing. See MVP MHT 350, 542 Microsoft Excel 248 Microsoft Internet Explorer 248 Microsoft SQL Server 2000 Desktop Engine 65 Microsoft Updater 270 Microsoft updates 228, 248, 268, 281, 295, 313, 3 24, 336
Microsoft Windows. See Windows migrating Classic Client data 140 migration supported 139 migration planning 138 Migration Utility 60 migrations compared to upgrading 166 minimizing capacity requirements 411 MIRAN 86 MLS 65, 73, 352
Contact Center Manager
January 2008
configuring the ELAN subnet link for 509 impact on Contact Center Manager Server performance 410 in the DMS environment 92 traffic 521 model busy Symposium customer 611 call 609 hybrid 610 inbound call 610 MVP 610 simple 483 SVP 484, 610 Symposium customer 611 modem, support over direct-connect 580 modems 404 MOSPF protocol 624 MSDE 2000 65 MSL-100 82 MTBC 350 multicast addresses 621 data, sending and receiving 616 group 617 host group 617, 620 host group, members of 621 host group, permanent 620 host group, transient 620 hosts 619 protocols 623 routing methods 622 traffic 375 multimedia contacts 61 multimedia storage capacity 20 multiple application servers 372 multiple domains 387 multiple languages and coresident servers 447 multiple servers on a switch and CallPilot 539 and Meridian Mail 541 music routes 495 MVP 610
Planning and Engineering Guide
Index
N NACD 478 NACD trunks 479 nbconfig utility and NCC 161 NCC force synchronization on 161 using nbconfig utility on 161 NCC server and coresidency 446 NCRTD data 373 Network ACD. See NACD Network Address Translation 63 network consolidated real-time display data 373 Network Control Center server 49 network engineering 515 network interface cards configuring for multicast routing 630 Network Loop Interface. See NLI link network requirements contact center environment 519 Knowledge Worker environment 523 self-service environment 519 Network Skill-Based Routing 49, 89 Network Skills-Based Routing 148 network, configuring Contact Center Multimedia server 390 networked ACD 478 networking requirements 389 Windows 386 networking traffic 522, 523 new report statistics 17 NIC. See network interface cards NLI link 545 Nodal licensing 121 non-ACCESS voice ports 537 non-steady state 359, 412 Nortel Networks Enterprise Configurator 480 Nortel server subnet 72, 221, 238, 259, 269, 277, 288
, 304, 307, 358, 505
average utilization 412 impact of Contact Center Manager Administration on 372 maximum utilization 522, 524
691
Index
utilization 394 Nortel voice application servers 582 NSBR 49 NSBR and coresident server 455 NTFS 241, 269 number agents 17 call variables supported 17 of active agents 351 of lines displayed, CPU impact on Contact Center Manager Administration 376 of servers supported by a Communication Server 1000 switch 476 of servers supported by a DMS switch 494 skillsets per agent 17
O OAM service 549 ODBC 74 OMH 61 Open Database Connectivity. See ODBC Open Queue 62, 218, 415, 549, 556 Open Voice Session. See voice sessions Operating Service Packs 212 operating system Communication Control Toolkit client 414 updates 211 Operating system requirements Communication Control Toolkit 281 Contact Center Manager Administration 245, 312 coresident server 294 LinkPlexer 323 Replication Server 336 operating system requirements Contact Center Manager Server 226 operating systems requirements Contact Center - Multimedia 268 Optivity Telephony Manager 86 Optivity Telephony Manager. See OTM OSPF protocol 624 OTM on the ELAN subnet 529 Outbound Campaign Management Tool 59, 262
692
Standard 11.12
Outbound Message Handler 61 Outbound Predictive Dialing 352 Overlay 17 509 Overlay 23 512 Overlay 48 510
P package licenses 127 pages per second 358, 411 paging file 403 patches applying to coresident servers 447 pcAnywhere 232, 249, 270, 282, 296, 316 Performance Monitor 358, 411 phonesets call center 488 supported 488 PIM protocol 624 Platform Compliance Check utility 233, 250, 298 Platform Vendor Independent 215 platforms Meridian Mail 542 POP3 capable e-mail server 61 port request rate 537 port requirements 392, 414 portfolio rebranding 15 post-call processing time 350 prerequisites upgrading SWCP 4.0 to CCMM 6.0 173 Primary Contact Center Manager Server 434 primary objects, Full API 68 Primary partition Replication Server 334 primary partition Contact Center - Multimedia 266 problems, ELAN subnet 525 processors, rated capacity 361 product compatibility 82, 84 product limits 587 product names 15 programming languages 67 propagation delays 525, 526 Protocol Independent Multicast 624
Contact Center Manager
January 2008
Index
provider application 355 purging the database 396
Remote Agent Observe 86 Remote Desktop Connection 104, 215, 232, 249, 266, 27
Q
remote support 579 VPN guidelines 582 remote support and coresident server 456 Replication Agent 425 Replication Server 49, 328, 364, 425 anti-virus software 337 disk partitioning 333 engineering 419, 457 hardware requirements 329 operating system 336 requirements 327 third-party software 337 Replication Server and coresident server 456 reporting historical 15 improvements 17 Manager Server enhancements 17 real-time 16 real-time, and IP multicast 617 reports generating 359 requirements ACCESS 538 ACD trunks 478 Communication Control Toolkit 273 Communication Control Toolkit client 414 Contact Center - Multimedia 253 Contact Center Manager Administration 235, 299, 369 Contact Center Manager Server 217 coresident servers 283 DMS switch 496 ELAN subnet 524 hardware 213, 218 hardware, coresident server 454 keycode for Release 4.2 161 NACD trunks 479 network 515 operating system 203 port 414 server 203 server for conversion 158
queuing delays 525
R RAID controller 223 Communication Control Toolkit 278 Contact Center - Multimedia 264 Contact Center Manager Administration 244, 308 coresident server 290 LinkPlexer 321 Replication Server 331 RAM requirements, Communication Control Toolkit 403, 411 RAM requirements, Contact Center Manager Server 358 RAN routes 495 RAS 406, 580 rate, port request 537 rated capacity for processors 361 Real-Time Data API. See RTD API real-time displays and IP multicast 617 minimum refresh rate on application server 371 real-time reporting and IP multicast 617 real-time reports 16 Real-Time Statistics Multicast. See RSM rebranding 15 redundancy 404 Redundant Array of Disks RAID 213 Redundant Server 395 refresh rates and CPU impact on Contact Center Manager Administration 376 minimum on application server 371 related documents 28 reliability, lack of 525 Remote Access Services 406, 580 Planning and Engineering Guide
1, 282, 291, 296, 316, 334
693
Index
software, coresident server 454 Standby Server 327 Symposium Voice Services on CallPilot 539 Third-party software 208 time to upgrade server 174 voice ports 537 Voice Services on Meridian Mail 541 Resource Reservation Protocol 624 resources 407 restoring data on a coresident server 447 robustness, lack of 525 role of 465 Route_Call message 496 router 72 routers, filtering 529 routing methods multicast 622 spanning tree 622 routing table, defining 507 RSM 74 RSM multicast 372 RSVP protocol 624 RTD API 74 Rules Engine 61
S saving time during conversion 161 scan interval for inbound e-mail 551 scripting improvements 16, 19 scripts activating 359 validating 359 Secondary Contact Center Manager Server 434 SEI 74 self-service 274, 477 self-service environment architecture 78 network requirements 519 Send Info command 355 Send Request command 355 server naming requirements 207
694
Standard 11.12
start order 88 server hardware requirements Contact Center Manager Administration 236, 302 server information for upgrades 172 server requirements upgrading 172 Server Utility 84 administration 147 overview 16 service packs 212 service provider 415 service provider API 355 services per call 348, 349, 350, 482, 611 Session object 68 session sharing 501 settings e-mail body text search 552 simple call model 483, 611 Simple Network Management Protocol SNMP 227 sine wave 214 single-NIC 72, 505 single-NIC card 57 SIP 415 SIP Contact Center 301 skillsets per agent 17 SOAP Client 248 software configuring ELAN subnet 506 software phones 352 software-RAID 404 solution type 407 spanning tree routing method 622 split tunneling 582 Stable Queue 335, 425, 434 calculating size 435 size 434, 435 stable queues 434 Standby Server 49, 328, 420, 424 Active Server 424 how it works 424 initialize 428 requirements 327 Standby Server database 428
Contact Center Manager
January 2008
switchover 427 switchover options 430 Transaction log 425 statistics License Manager 135 statistics in reports 17 steady state 358, 411 subnet 582 support remote 579 support limitations 466 supported administration 144 supported migrations 139 supported phonesets 488 Supported telephone switches 476 supported upgrade paths 165 supported upgrades 139 SVP model 484, 610 SWCP See Symposium Web Center Portal switch assigning an IP address to 506 capacity, Communication Server 1000/ Meridian 1 switch 480 configuring 503 configuring CDNs on 511 engineering 473 multiple servers and CallPilot 539 multiple servers and Meridian Mail 541 switchover 427, 430 Sybase Replication Server 420 Symposium Call Center Server compatibility with Contact Center Manager Administration 167, 168 upgrades 139 Symposium customer model 611 Symposium Event Interface. See SEI Symposium Voice Processing. See SVP Symposium Voice Services on CallPilot ACCESS traffic 538 and multiple servers on switch 539 CPU impact 540 ELAN subnet impact 540 Nortel server subnet impact 540 requirements 539 Symposium Voice Services on Meridian Mail
Planning and Engineering Guide
Index
ACCESS traffic 538 and multiple servers on switch 541 Symposium Web Center Portal upgrading database 172
T TAPI 405 migrate from 141 TAPI Connector 64, 75 TAPI files 405 TAPI Service Provider 64 TAPI tsec.ini 405 TCP ports 392 TCP/IP 262 technical support 215 telephone switch 89 engineering 555 types supported 555 Telephony Application Program Interface 63 Telephony Application Program Interface. See CCT Telset 86 Terminal object 68 TerminalConnection object 68 Third-party backup software Contact Center - Multimedia 269 third-party backup software Contact Center Manager Server 230, 314 third-party components 65 Third-party software Contact Center Manager Server 230 Replication Server 337 Third-party software requirements Communication Control Toolkit 282 Contact Center - Multimedia 269 coresident server 296 LinkPlexer 325 third-party software requirements 208 Contact Center Manager Administration 249, 314 time saving during conversion 161 time required upgrading server 174
695
Index
Standard 11.12
timing 444 of upgrade scenarios 171 TNs configuring for Communication Control Toolkit 555 traffic ELAN subnet 524 Enterprise IP network 523 networking 523 transaction records 396 transfers 407 transport 64 trust relationships 387 typical call 348
U unicast sending and IP multicast sending 617 traffic 375 Uninterruptible Power Supply 223, 309 Communication Control Toolkit 278 Contact Center - Multimedia 265 Contact Center Manager Administration 244 coresident server 290 LinkPlexer 322 Replication Server 332 UPS 213 union break time 350 Universal Networking 218 updates Microsoft 228, 248, 268, 281, 295, 313, 324, 336
upgrade from Symposium Contact Center Server 139 options 178 paths 175 requirements 176 to Contact Center - Manager 137 to Contact Center - Multimedia 172 to Contact Center Manager Administration 165 to Contact Center Manager Server 156 upgrade planning 138 upgrade scenarios
696
about 169 timing 171 upgrades compared to migrations 166 server information 172 upgrading access classes and partitions 170 planning 169 prerequisites 173 server requirements 172 supported paths 165 SWCP 4.0 database information 172 UPS requirements 213 utility-class software 208 utilization ACCESS link 543 maximum ELAN subnet 524 maximum Nortel server subnet 522, 524
V validating scripts 359 validating the IP address 508 versioning 67 virtual memory Communication Control Toolkit 411 Contact Center Manager Server 358 virtual memory, Communication Control Toolkit 411 virtual networks and IP multicasting 618 Virtual Private Network. See VPN virus scanning 360, 412 Visual Studio .NET 2003 69 voice ports dedicating 537 non-ACCESS 537 number required 537 voice processing, engineering 535 Voice Prompt Editor 84 Voice Services on Meridian Mail requirements 541 voice sessions 538 duration 537 VPN 579 configurations 583
Contact Center Manager
January 2008
Index
remote support guidelines 582 VPN Router 1100 582 VSID 509 VSID definitions 511
W waiting calls 495 WAN impact of Contact Center Manager Administration on 372 warm standby 420, 428 Web Communications 60 Web services 61 Windows configuring 389 Windows 2000 Advanced Server 323 Windows 2000 Professional 247 Windows 2000 Server 323 Windows 2000 Server Datacenter 226, 323 Windows 2000 Server Professional 323 Windows 2003 Enterprise 247 Windows 2003 Server Datacenter 226, 245, 294, 312, 323, 33 6
Windows 2003 Server Enterprise 226, 294, 323, 336 Windows 2003 Server Standard 226, 268, 281, 323 Windows 2003 Server Web 226, 245, 294, 312, 323, 336 Windows 2003 Standard 226, 245, 247, 281, 294, 312, 323
Windows Forms Controls 70 Windows XP Professional 247
X X336 server 300, 301
Planning and Engineering Guide
697
Index
698
Standard 11.12
Contact Center Manager
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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a d e a e RR
Nortel Contact Center Manager Contact Center Planning and Engineering Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006–2008 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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.
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297-2183-934 6.0 Standard 11.12 January 2008
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