Sip Contact Center Switch Guide
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297-2183-962
Nortel Contact Center Manager SIP Contact Center Switch Guide Product release 6.0
Standard 3.0
February 2007
Nortel Contact Center Manager SIP Contact Center Switch Guide
Publication number: Product release: Document release: Date:
297-2183-962 6.0 Standard 3.0 February 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. 3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ANSI is a trademark of the American National Standards Institute, Inc. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
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Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2
SIP Contact Center switch integration
17
Nortel SIP Contact Center core components . . . . . . . . . . . . . . . . . . . . . . . . . 18 SIP Contact Center—component features, functions, and terminology. . . . . 20 Switch compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3
MCS 5100 configuration for SIP Contact Center MCS 5100 configuration for SIP Contact Center interoperability . . . . . . . . . SIP domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MCS 5100 configuration utilities and SIP Contact Center. . . . . . . . . . . . . . . MCS configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Routing CS 1000 calls to MCS CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
Agent and Converged Desktop configuration Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100). . . . . . . . Desktop configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Personal Agent MCS 5100 configuration options . . . . . . . . . . . . . . . . . . . . .
5
Hot desking—Virtual Office support
25 26 28 29 30 42
49 50 51 52 60 75
83
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Configuring Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Virtual Office operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
SIP Contact Center Switch Guide
v
Contents
Standard 3.0
6
Media processing services
87
CCMS configuration and operation as Media Services workflow control. . . 88 MAS configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
7
Redundancy and resiliency strategy
95
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
A
SIP basics
101
Sip functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 SIP infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
B
SIP CTI
109
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP CTI support (TR87) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP CTI control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CS 1000 TR87 feature support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Index
vi
110 111 112 114
117
Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
Skills you need
11
Related documents
13
How to get help
15
SIP Contact Center Switch Guide
7
Getting started
Standard 3.0
New in this release The following sections detail what is new in the Nortel Contact Center Manager SIP Contact Center Switch Guide (297-2183-962) for version 3.0.
“Features” on page 8
“Other changes” on page 9
Features See the following sections for information about feature changes:
“SIP Contact Center” on page 8
“Contact Center Manager Administration enhancements” on page 8
SIP Contact Center Contact Center Release 6.0 introduces a Session Initiation Protocol (SIP) -based contact center for Nortel’s MCS 5100 platform. A SIP Contact Center supports inbound voice contacts, video, document sharing, and instant messaging. For information about SIP Contact Center components and features, see the following sections:
“Nortel SIP Contact Center core components” on page 18
“SIP Contact Center—component features, functions, and terminology” on page 20
Contact Center Manager Administration enhancements Agent and supervisor configuration screens on Contact Center Manager Administration were enhanced for the SIP Contact Center. For more information about these enhancements, see the following sections:
8
“Contact Center Manager Administration—agent configuration” on page 60
“Contact Center Manager Administration—agent to supervisor association configuration” on page 61
“Contact Center Manager Administration—Supervisor Information” on page 61 Contact Center Manager
February 2007
Getting started
Other changes See the following sections for information about changes that are not featurerelated:
“Configuring CDNs and PCAs” on page 9
Configuring CDNs and PCAs Information about the relevant overlays and configuration items for Controlled Directory Numbers (CDN) and Personal Call Assistants (PCA) was updated. These updates affect the following section:
“CS 1000 Converged Desktop configuration” on page 66
SIP Contact Center Switch Guide
9
Getting started
Standard 3.0
Overview This document provides details about the necessary infrastructure configuration to support a SIP-enabled contact center. In the Contact Center 6.0 release, this involves details about how to configure the Nortel switch infrastructure consisting of the Communication Server 1000 (CS 1000) and the Multimedia Communication Server 5100 (MCS 5100).
10
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February 2007
Getting started
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products can be of assistance when you are configuring the switch to communicate with Contact Center Manager Server.
Contact Center Manager Server
Contact Center Manager Administration
Communication Control Toolkit
Contact Center Agent Desktop
CS 1000 switch
MCS 5100 switch
Media Application Server (MAS)
MCP System Management Console
MCS Provisioning Client
PC experience or knowledge Knowledge of or experience with the following PC products can be of assistance:
Microsoft Windows Server 2003 (Standard or Enterprise edition)
Microsoft Windows 2003 (Standard or Enterprise edition)
client/server architecture
Internet Protocol (IP)
SIP Contact Center Switch Guide
11
Getting started
Standard 3.0
Other experience or knowledge Other types of experience or knowledge that can be of use include:
12
database management
flowcharting
programming
Contact Center Manager
February 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about
Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server Nortel Contact Center Manager requirements CapTool User’s Guide
297-2183-934 297-2183-935
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
SIP Contact Center Switch Guide
13
Getting started
For information about
Standard 3.0
Refer to
NTP number
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 CS 1000/MCS 5100 CS 1000 to MCS 5100 Converged 553-3001-521 Converged Desktop II Desktop Type 2 Configuration Guide installation, setup, and configuration Converged Office Nortel Converged Office installation, setup, and Implementation Guide configuration
14
553-3001-025
MCS Provisioning Client
Provisioning Client User Guide
NN10043-113
Prerequisites and functionality of the Multimedia PC Client
MCS 5100 Multimedia PC Client User Guide
NN42020-102
Contact Center Manager
February 2007
Getting started
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links. Link to
Takes you directly to
Latest software
the Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation the Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
SIP Contact Center Switch Guide
15
Getting started
Standard 3.0
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region. www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
16
Contact Center Manager
Chapter 2
SIP Contact Center switch integration In this chapter Nortel SIP Contact Center core components
18
SIP Contact Center—component features, functions, and terminology
20
Switch compatibility
24
SIP Contact Center Switch Guide
17
SIP Contact Center switch integration
Standard 3.0
Nortel SIP Contact Center core components The Nortel Session Initiation Protocol (SIP) Contact Center solution consists of the following core components:
18
Contact Center Manager 6.0 (CCM)
Communication Control Toolkit 6.0 (CCT)
Contact Center Agent Desktop (CCAD)
Contact Center 6.0 License Manager (LM)
Multimedia Communication Server 5100 for Enterprise (MCS 5100)
Nortel Media Application Server (MAS)
Communication Server 1000 Call Server (CS 1000 CS)
Communication Server 1000 Signaling Server (CS 1000 SS)
Communication Server 1000 Network Routing Service (CS 1000 NRS)
MCS Multimedia PC Client running Converged Desktop 2 mode (MCS PCC CD2)
Telset (non-ACD, TR87 controllable telset portion of Agent CD2 Desktop)
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SIP Contact Center switch integration
The following diagram shows the building blocks of the SIP Contact Center solution.
SIP Contact Center Switch Guide
19
SIP Contact Center switch integration
Standard 3.0
SIP Contact Center—component features, functions, and terminology SIP Contact Center SIP Contact Center is a Contact Center Manager Server 6.0 configured for SIP operability. After you configure Contact Center Manager Server for SIP operation, it uses SIP as the only protocol interface with the switches with which it interoperates. Multimedia Communication Server (MCS) 5100 The MCS 5100 is one of two mandatory switches leveraged by the SIP Contact Center solution. SIP Contact Center uses the MCS 5100 as the primary SIP proxy. The MCS 5100 provides two main functions:
It routes all inbound customer calls (voice and video) to the SIP Contact Center. The MCS 5100 resolves the SIP address of inbound contacts to specific SIP-controlled directory numbers (CDN) or routepoints on the SIP Contact Center and routes the call accordingly as an inbound SIP session.
It routes SIP calls, initiated by the SIP Contact Center, to the SIP address of target contact center agents.
The MCS 5100 is also configured as a multimedia applications adjunct for CS 1000, for the purpose of supporting the Converged Desktop II agent desktop configuration. The MCS 5100 views the SIP Contact Center as a cluster of SIP endpoints to which it directs inbound customer calls or to which it accepts inbound calls targeted at subscribers (contact center agents configured in Converged Desktop II mode). The MCS 5100 is not aware of the concept of CDNs, routepoints, or agents. To the MCS 5100, these entities are SIP subscribers. Communication Server (CS) 1000 The CS 1000 is the second Nortel switch that the SIP Contact Center leverages for the purpose of agent telephony set control. The CS 1000 also acts as a protocol gateway for the MCS 5100 to allow non-SIP customers to direct calls to the SIP Contact Center (for example, Integrated Services Digital Network [ISDN] to SIP conversion or analog trunk to SIP conversion). 20
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SIP Contact Center switch integration
SIP Contact Center leverages two key features on the CS 1000:
Converged Desktop II
Converged Office
In this document, the CS 1000 system refers to any and all of the following:
Communication Server 1000E (CS 1000E)
Communication Server 1000S (CS 1000S)
Communication Server 1000M (CS 1000M)
Meridian 1 (M1)
Automatic call distribution Automatic call distribution (ACD) is a call center feature on the CS 1000 system that is not directly leveraged by a SIP-enabled contact center. Applications Meridian Link Applications Meridian Link (AML) is a proprietary Nortel protocol used for application telephony integration with the CS 1000 system. Nortel Converged Desktop II The Nortel Converged Desktop II (CD2) is a combined CS 1000 and MCS 5100 feature that enables users to overlay the business-grade telephony features of the CS 1000 with the multimedia features of the MCS 5100. Your existing CS 1000 telephone is used for telephony functionality while the MCS PC Client (in converged mode) delivers the multimedia functions. A converged desktop consists of a telephone and multimedia PC client software. The supported telephones include analog telephones (500/2500 type), digital telephones, and IP phones (such as i2004 or i2005). A SIP phone cannot be configured as a converged desktop. CD2 is the mandatory Agent Desktop configuration for SIP Contact Center. CD2 leverages AML and ACD features on CS 1000. SIP Converged Desktop services (SIP CDS) and Nortel Converged Desktop are equivalent to CD2.
SIP Contact Center Switch Guide
21
SIP Contact Center switch integration
Standard 3.0
Nortel Converged Office The Nortel Converged Office feature combines the business-grade telephony of the CS 1000 with the real-time multimedia communication and the remote call control leveraging applications provided by Microsoft Office Live Communications Server 2005 and Microsoft Office Communicator 2005 products. The Nortel Converged Office is not the same as the Nortel Converged Desktop II. The Converged Office feature consists of three primary components:
Nortel CS 1000 SIP computer telephony integration (CTI) Front End (F/E), which exposes Remote Telephony Call Control using SIP CTI (TR87)
Microsoft Live Communications Server and Microsoft Office Communicator clients
Nortel Multimedia Convergence Manager (MCM), a Nortel-provided software component that ensures the proper interoperability between the two systems (CS 1000 and Microsoft Live Communications Server) with respect to protocols, users, and phone numbers managed within the Microsoft Active Directory
Of these components, only the Nortel CS 1000 F/E for Remote Telephony Call Control, using SIP CTI, is applicable to SIP Contact Center. This feature introduces a new TR87 Control Enabled Class of Service for CS 1000 telsets. SIP CTI (TR87) Technical Recommendation number 87 (TR87) from the European Computer Manufacturer’s Association (ECMA) is a CTI standard supported on the CS 1000 Signaling Server and utilized by the SIP-enabled contact center. TR87 facilitates remote control of telephony functions such as Make Call, Answer Call, Release Call, Initiate Conference, Initiate Transfer, and Enter DTMF Digits. It does not support contact center functions such as Log on to ACD queue, Ready, Not Ready, or Activity Codes. Communication Control Toolkit Communication Control Toolkit (CCT) provides the application integration interface and development toolkit to support integration, control, and, optionally, creation of the Contact Center Agent Desktop user interface. CCT is mandatory in SIP Contact Center to support application specifics, such as Agent Logon, Ready, Not Ready, and Activity Codes. 22
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SIP Contact Center switch integration
In non-SIP contact center installations, CCT leverages switch proprietary service providers or gateways to control telsets and other resources on the CS 1000 system (for example, the TAPI service provider, which leverages Meridian Link Services [MLS] or AML direct connections to CS 1000). In the case of CCT installation for SIP Contact Center, CCT connects only to the SIPenabled Contact Center Manager Server (through a new set of application programmer interfaces in Contact Center 6.0, referred to as the Contact Center Manager Framework). On behalf of CCT, SIP Contact Center generates SIP CTI events (TR87 control messages), which it directs to the CS 1000 system to execute telephony functions. Contact Center Agent Desktop The CCT compliant Contact Center Agent Desktop is an out of the box smart client that SIP Contact Center agents can use to perform contact-center-specific functions, such as Agent Logon and Logoff, Ready, Not Ready, and Activity Codes, as well as telephony control functions, such as Make Call or Answer Call. Media Application Server The Media Application Server (MAS) is leveraged by the SIP Contact Center for all aspects of customer-in-queue treatments (Tones, RAN, Music, and IVR). Callpilot, Meridian Mail, and other Nortel Media Servers are not supported by the SIP Contact Center in Contact Center 6.0. There is no MCS 5100 configuration associated with the MAS servers dedicated to the SIP Contact Center. The MAS is configured only through the Contact Center Manager Administrator.
SIP Contact Center Switch Guide
23
SIP Contact Center switch integration
Standard 3.0
Switch compatibility The following table defines the release support matrix for core switch components required for SIP Contact Center interoperability. Product name
Supported release
MCS 5100 Application Server
Release 3.0/3.5
MCS 5100 PC Client (multimedia) Release 3.0/3.5
24
MCS Media Application Server (MAS)
MAS 4.0 (MAS 9.2)
CS 1000 Call Server
Release 4.5
CS 1000 Signaling Server
Release 4.5
Contact Center Manager
Chapter 3
MCS 5100 configuration for SIP Contact Center In this chapter MCS 5100 configuration for SIP Contact Center interoperability
26
SIP domains
28
MCS 5100 configuration utilities and SIP Contact Center
29
MCS configuration steps
30
Routing CS 1000 calls to MCS CDNs
42
SIP Contact Center Switch Guide
25
MCS 5100 configuration for SIP Contact Center
Standard 3.0
MCS 5100 configuration for SIP Contact Center interoperability The primary role of the MCS 5100 in the SIP Contact Center solution is to act as the SIP proxy for inbound and outbound SIP contacts (for example, SIP sessions to agents). To support this functionality, the MCS 5100 also acts as the SIP Registrar and Location server for SIP Contact Center. For further details, see Appendix A, “SIP basics.” All SIP sessions to and from the SIP Contact Center pass through the MCS 5100, except SIP CTI (TR87) sessions. SIP CTI sessions originate and terminate directly between the SIP Contact Center and the Remote Call Control front-end application running on the CS 1000 Signaling Server. If SIP CTI sessions are accidentally routed to the MCS 5100, the MCS 5100 rejects them. When the MCS 5100 runs as the SIP Contact Center proxy, it performs three core functions:
It routes all inbound customer calls (voice and video) to the SIP Contact Center. The MCS 5100 resolves the SIP addresses of inbound contacts to specific SIP CDNs or routepoints on the SIP Contact Center and routes the contacts onto the SIP Contact Center accordingly as an inbound SIP session.
It routes SIP Contact Center calls, initiated by the SIP Contact Center, to the SIP address of target contact center agents. In Contact Center 6.0, contact center agents must be configured and running as Converged Desktop II users.
It maintains the Local SIP (Contact Center) Subscriber and link status.
In Contact Center 6.0, the SIP Contact Center mandates that a SIP proxy and registrar must be present (in other words, that MCS 5100 is present and operational). As part of the start-up operation, the SIP Contact Center validates that the MCS 5100 is present by verifying that a specialized subscriber, referred to as the Local SIP (Contact Center) Subscriber, exists and is operational on the MCS 5100. SIP Contact Center does this by initiating an automatic SIP registration against the Local SIP Subscriber. After the Local SIP Subscriber registration succeeds, the SIP Contact Center continues to refresh this 26
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MCS 5100 configuration for SIP Contact Center
registration periodically. If a Local SIP Subscriber registration fails, the SIP Contact Center identifies a link-down failure and continues to do so until the SIP registration eventually succeeds. No calls are accepted by the SIP Contact Center in this condition.
SIP Contact Center Switch Guide
27
MCS 5100 configuration for SIP Contact Center
Standard 3.0
SIP domains Although it is not mandatory, Nortel recommends that you configure all SIP addresses (CDNs, MAS addresses, and agents) that are utilized by the SIP Contact Center within the same SIP domain (username@domain-name). For example:
28
[email protected]
[email protected]
[email protected]
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MCS 5100 configuration for SIP Contact Center
MCS 5100 configuration utilities and SIP Contact Center Configuration utilities for the MCS 5100 and the SIP Contact Center include the following:
MCP System Management Console—an installed client used to check system status, alarms, and miscellaneous operations, administration, and maintenance items (such as enable or disable MCS subsystem components or software upgrade management). Use the MCP System Management Console to configure the authentication method on the MCS 5100.
MCS Provisioning Client—a browser-based client used to administer the MCS 5100 system, including domains, gateways, numbering plan and route configuration, adding and removing users (subscribers), and defining subscriber class of service and service packages. You must use the MCS Provisioning Client to configure the following on the MCS 5100: creation of the contact center domains creation of the Local SIP Subscriber creation of suitable service packages for the Local SIP Subscriber and SIP Contact Center CDNs
MCS Personal Agent—a browser-based client used to administer individual MCS subscriber personal configuration options, including Personal Call Routing options, Picture ID, and voicemail server configuration.
Usage of the MCP System Management Console and the MCS Provisioning Client are mandatory for configuring the MCS 5100 to interoperate with the SIP Contact Center.
SIP Contact Center Switch Guide
29
MCS 5100 configuration for SIP Contact Center
Standard 3.0
MCS configuration steps The following sections describe the procedures to configure the MCS 5100 for SIP Contact Center.
Configuring SIP Contact Center as an MCS 5100 authorized node Before the SIP Contact Center can initiate any SIP transactions to the MCS 5100, you must add it to the authorized node address listing of the MCS 5100. Use the MCP System Management Console to perform this step. To configure SIP Contact Center as an MCS 5100 authorized node
30
1
Log on to the MCP System Management Console.
2
Right-click on the relevant MCS Application Server.
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February 2007
3
MCS 5100 configuration for SIP Contact Center
Select Modify (which can request that you first lock the server).
Result: The Query System.Sites.MgmtSite.Servers.AppSvr.Services window appears.
4
Click the Authentication tab.
5
Add the Contact Center Manager Server IP Address to the Authorized Node IP Address list. Do not change the Private Key or Nonce Interval values.
SIP Contact Center Switch Guide
31
MCS 5100 configuration for SIP Contact Center
6
Standard 3.0
Close the window.
Configuring the Contact Center domains Use the MCS Provisioning Client to configure the Contact Center domains. For more detailed information about using the MCS Provisioning Client, see the Provisioning Client User Guide. To configure the Contact Center domains
32
1
Log on to the MCS Provisioning Client.
2
Select Domains > Add Domain.
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February 2007
3
MCS 5100 configuration for SIP Contact Center
Create a new domain to be used for Contact Center CDNs and the Local SIP Subscriber. In the Name field, enter the domain name as configured on the CCMS SIP Server tab of the CCMS Setup Configuration Utility.
SIP Contact Center Subscriber
4
You can accept all parameters (default IPCM, Default MeetMe, Default UC, and Miscellaneous) as default.
5
Click Add.
Creating the MCS 5100 service package for the Contact Center Local SIP Subscriber and CDNs Use the MCS Provisioning Tool to create a dedicated service package for the Contact Center Local SIP Subscriber and CDNs. For example, create a service package called SIPCCSubscriber. Disable all services except Advanced Screening. MCS 5100 Advanced Screening can be utilized by CDNs to support contact center out of service conditions. Do not configure CDNs as Converged Desktop subscribers.
SIP Contact Center Switch Guide
33
MCS 5100 configuration for SIP Contact Center
34
Standard 3.0
Contact Center Manager
February 2007
MCS 5100 configuration for SIP Contact Center
Configuring the Local SIP Subscriber The Local SIP Subscriber is a contact center specialized subscriber that is configured on the MCS 5100. SIP Contact Center uses the Local SIP Subscriber to verify that the MCS 5100 is present and operational. Use the MCS Provisioning Client to configure the Local SIP Subscriber. To configure the Local SIP Subscriber 1
Log on to the MCS Provisioning Client.
2
Go to the relevant domain or subdomain and select Add User.
3
In the User Name box, type a user name. The User Name must match the Contact Center Name field on the SIP Server tab of the CCMS Server Setup Configuration Utility.
4
In the First Name box, type a first name.
5
In the Last Name box, type a last name. Tip: Assign any meaningful first and last name (not a SIP Contact Center dependency).
6
In the Password box, type a password.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
7
In the Confirm Password box, type the password again.
8
From the Service Package list, choose the service package created for the Local SIP Subscriber.
9
Do not configure an alias for the Local SIP Subscriber.
10
All other parameters can be left blank or at default.
11
Click Save.
12
If you configure the Local SIP Subscriber after the Contact Center Manager installation, restart SIP Contact Center.
Do not use the Local SIP Subscriber for routing calls to the SIP-enabled Contact Center server. If calls are routed using the Local SIP Subscriber, no call processing occurs. That is, calls do not get answered or receive any treatment. MCS Personal Agent configuration can be performed, which sets up a routing rule that rejects all inbound calls to the Local SIP Subscriber and replies with an instant message identifying that the Local SIP Subscriber is not a dialable number.
Configuring SIP CDNs This section identifies how CDNs are configured. To accept incoming SIP contacts, you must configure the SIP Contact Center to act as a SIP Termination Endpoint. The Contact Center Manager Server supports configuration of CDNs as routepoints, through Contact Center Manager Administration, with SIP properties (SIP URI for example, [email protected]). The equivalent CDNs must also be configured on the SIP Proxy/Registrar infrastructure (in this case, the MCS 5100), as all contact center calls are routed through the SIP infrastructure. Contact Center Manager Server must be aware of the SIP addresses of its CDNs for three primary reasons:
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to register the CDN with the MCS 5100 Proxy and announce its availability for service and its physical service IP address (that is, the Contact Center Manager Server IP address)
to match incoming SIP invites to determine which CDN and associated service is being requested. This must support SIP: address resolution, where the originating party enters the SIP: address of the CDN (for Contact Center Manager
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MCS 5100 configuration for SIP Contact Center
example, using an MCS 5100 PC Client) as well as directory number (DN) address resolution, where the customer makes a telset call from CS 1000.
to resolve dialed numbers during Agent Conference or Transfer to a CDN
The following steps are mandatory for creation of SIP CDNs and are in the suggested sequence:
CDN creation using the MCS 5100 Provisioning Client
CDN creating using CCMA
Depending on customer solution requirements, configuration of CS 1000 and MCS 5100 SIP trunking and numbering plan information to support non SIPenabled customer dial access (such as analog telset for voice-only service) can also be required. Creating an MCS 5100 CDN Subscriber Complete the following steps to create a CDN on the MCS 5100. 1
Log on to the MCS Provisioning Client.
2
Go to the relevant domain or subdomain and select Add User.
3
In the User Name box, type a user name (for example, if you want to add [email protected], assign support to the User Name).
4
In the First Name and Last Name boxes, type a meaningful first and last name (for example, assign CDN to the First Name and 2004 to the Last Name).
5
In the Password box, type the password for the Local SIP Subscriber, as previously configured on the Contact Center Manager Server (from Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration > Sip Server).
6
Assign the Service Package as used for the Local SIP Contact Center Subscriber (for example, SIPCCSubscriber; assume this service package to be identical to SIPCCSubscriber as previously discussed).
7
Configure the Class of Service (COS) so that interdomain dialing can be supported as required. COS screens and restricts users from accessing certain telephony routes within a domain and subdomain. A CDN
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
subscriber must be capable of dialing out to contact center agents to whom it offers contact center calls. Tip: If Queue to Agent scripting commands result in failed attempts to offer a SIP Contact Center call to an agent, confirm that the COS is valid, particularly where the agent and CDN are configured in different SIP domains. 8
Private Charge ID must be set to the location code plus the numeric alias of this user. This location code must not be used by any CS 1000 on the network and must be the same for all CDN subscribers configured for a given Contact Center Manager Server. It is the same location code as referred to in the Aliases section. This value is also set on the Contact Center Manager Server in the Server Setup Configuration Utility as the Call ID Prefix.
9
Click Save.
MCS 5100 aliases As well as alphanumeric SIP addresses, each subscriber can have multiple aliases on the MCS 5100, which can be used to establish a session with the subscriber. Use aliases to equate a particular subscriber with a dialable DN in cases where the MCS 5100 supports trunking to a public switched telephone network (PSTN) gateway or, as in the case of the SIP Contact Center installation, to the CS 1000. Providing a properly chosen alias here lets the CS 1000 terminate calls at MCS users. With reference to Universal Dialing Plan (UDP) and Coordinated Dialing Plan (CDP) configuration, to make any MCS subscriber DN dialable from the CS 1000, any user (CD or not) on MCS must have an alias defined in the form of PNI + HLOC + DN, regardless of whether CDP or UDP is used for intrasite dialing. Pretranslation of the MCS gateway route transforms a CDP or UDP dialed number to consistently take this form for user matching. For this example, assume the PNI is 00001 and the LOC is 550 (these must be configured on the CS 1000). For the customer dialing (AC1 + 5502004) on the CS 1000 to access the CDN [email protected], the MCS subscriber [email protected] must have an alias of the form: PNI (00001) + HLOC (550) + DN (2004)
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MCS 5100 configuration for SIP Contact Center
Configuring CDNs using CCMA Name, Number, and URI must be carefully selected for maximum flexibility of dialing. Nortel recommends that:
the Name equals the CDN as it is dialed from CS 1000 using UDP dialing
the Number equals the CDN as it is dialed from CS 1000 using CDP dialing
the URI equals the CDN as it is dialed from a SIP-only user agent (such as the MCS PC Client) and must correspond to the SIP URI configured on the MCS proxy/registrar for this CDN user (must include the SIP prefix, user name@domain name)
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
Names, Numbers, and URIs must be unique. The Name is used to uniquely identify the CDN in Contact Center Manager Server reports. If CDP or UDP dialing is not required, you can use other values for the Name. For example, use a textual description for the Name and a CDP or UDP number for the Number. Note: At this time, SIP Contact Center only supports local (non-networked) call types. Acquiring the CDN induces SIP Contact Center to REGISTER the CDN with the MCS 5100. The CDN must be configured on the MCS 5100 for the REGISTER operation to succeed. In the following diagram, sip:[email protected] is configured with a CDPdialable number of 2004 and a UDP dialable number of 5502004.
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MCS 5100 configuration for SIP Contact Center
At this point, the CDN can be acquired in Contact Center Manager Administration and calls that terminate on the MCS (not through CS 1000) can be controlled by Contact Center Manager Server. Routing calls from the CS 1000 to this CDN requires further configuration.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
Routing CS 1000 calls to MCS CDNs You must perform additional configuration to have CS 1000 calls terminate on the CDN addresses in MCS. This configuration involves:
either configuring a Distance Steering Code (DSC) to reserve a range of CDN numbers for CDP dialing (for example, 2000-2099) or configuring a Location Code (LOC) for UDP dialing of the same CDNs
assuming that Converged Desktop is configured and working (see “CS 1000 SIP trunk configuration” on page 63), a Route List Block (RLB) is in place to select the SIP trunk that routes calls to MCS. Reuse this RLB.
Contact Center Manager Server supports 750 CDNs.
CDP dialing (Distance Steering Code) In the example shown in the following table, DNs in the range 2000-2099 are reserved.
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Command/ Prompt
Command/User responses
REQ
new
Create a new Distance Steering Code
TYPE
dsc
Distance Steering Code
DSC
20
Covers the range 2000-2099
FLEN
4
Four-digit DNs
RLI
The RLB configured for CD2
Description
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MCS 5100 configuration for SIP Contact Center
UDP dialing (Location Code) In the example shown in the following table, dialing with an access code and location code is supported. Command/ Prompt
Command/User responses
Description
REQ
new
Create a new location code
FEAT
net
Networking feature
TRAN
Whichever AC is assigned for ESN dialing
TYPE
loc
Location Code
LOC
550
AC + 550 + XXXX dialing
FLEN
7
Seven digits excluding the AC
RLI
The RLB configured for CD2
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
NRS configuration You must also configure the CS 1000 Network Routing Service (NRS) to map this CDP dial plan entry to the correct SIP phone context. The SIP phone context is a string or SIP Header that is added to the outgoing INVITE to MCS 5100 from the CS 1000. The MCS 5100 uses this string to locate the correct Telephony Route Listing so that it can resolve the number dialed to a specific domain and user. On the NRS Standby DB view, select Routing Entries and add a new CDP or UDP entry for the MCS Gateway Endpoint (originally configured for the Converged Desktop). The following screenshot shows a CDP entry for 20xx DNs and a UDP entry for 550, matching the call server configuration in the previous step.
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MCS 5100 configuration for SIP Contact Center
MCS 5100 configuration–CDP example The final step in this configuration is to translate the DN coming from the CS 1000 to the alias defined in the CDN user’s MCS configuration. Use Telephony Routes to complete this configuration. 1
Log on to the MCS Provisioning Client.
2
Select Domains > > Telephony Routes > Add Telephony Route.
3
Create a new route with a Route Type of Private.
4
Define the range of digits and number of digits expected.
5
Define the translation that converts these numbers from a CDP or UDP number to an alias of the form PNI + LOC + DN. For UDP, this usually means removing the access code and inserting the PNI. For CDP, this means inserting the PNI and location code.
The following diagram shows the two Telephony Routes in addition to those added for Converged Desktop (a private UDP route and a private CDP route).
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MCS 5100 configuration for SIP Contact Center
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Standard 3.0
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MCS 5100 configuration for SIP Contact Center
Using the MCS 5100 Dialing Plan translation verification tool Use the translation tool to verify that a call is provisioned correctly. 1
Log on to the MCS Provisioning Client.
1
Click Domains.
2
Under the domain or subdomain, click Telephony Routes > Translation Tool.
3
In the Request URI field, enter a number to call using the format@<domain_or_subdomain_name>.com.
4
In the To field, enter the same name as in the Request URI field or leave it blank.
5
In the From field, enter the calling person’s number using one of the following formats:@<domain_or_subdomain_name>.com @<domain_or_subdomain_name>.com
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MCS 5100 configuration for SIP Contact Center
6
Standard 3.0
Click Execute. Result: A window appears and lists the translation (read only) verification results. Tip: If the window displays some or all null fields, the route is misprovisioned and must be provisioned again.
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Contact Center Manager
Chapter 4
Agent and Converged Desktop configuration In this chapter Overview
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Agent Desktop
51
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100)
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Desktop configuration steps
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Personal Agent MCS 5100 configuration options
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SIP Contact Center Switch Guide
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Agent and Converged Desktop configuration
Standard 3.0
Overview This chapter provides a description of the Converged Desktop for the SIP Contact Center, as well as details about the following tasks:
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agent and supervisor configuration on Contact Center Manager Administration
agent configuration on Communication Control Toolkit
Converged Desktop PC Client configuration
SIP trunk configuration on CS 1000
Converged Desktop configuration on CS 1000
MCS configuration
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Agent Desktop Generically, the functions supporting the Agent Desktop for SIP Contact Center require the following:
a SIP-addressable media-termination device to terminate and originate media such as voice, video, and instant messaging sessions to and from the agent
an Agent User Interface to generate contact center application-specific requests such as Agent Logon, Ready and Not Ready status, or Activity Codes. This user interface also supports a means for controlling the media termination device (Answer Call, Conference, Transfer). The mechanism to support this control for the SIP Contact Center is to use the ECMA323 TR87 SIP CTI specification (www.ecma-international.org).
an Agent/Supervisor User Interface to generate contact center applicationspecific requests such as Agent Observe or Barge-In
an Agent/Supervisor User Interface to display, in real time, the call status of agents for whom the supervisor is responsible
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Agent and Converged Desktop configuration
Standard 3.0
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100) Due to the requirement to support TR87 level desktop set control, the chosen Agent Desktop solution is Converged Desktop. The Converged Desktop mandates an infrastructure that includes:
CS 1000 Release 4.5 Call Server
CS 1000 Release 4.5 Signaling Server
NRS (coresident with Signaling Server or otherwise)
MCS 5100 Release 3.0/3.5
The CS 1000/MCS 5100 combination also acts as a SIP protocol gateway, transferring or redirecting calls to the SIP Contact Center. Customers dialing in can 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. The following sections define the desktop solution for the Enterprise version of SIP Contact Center, which integrates with the CS 1000/MCS 5100.
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Agent and Converged Desktop configuration
Contact Center Manager Server Contact Center Manager Server stores the agent configuration for SIP CTI (TR87) support that is used by the SIP Service Provider, which originates and terminates SIP CTI messages for the user. Communication Control Toolkit server The Communication Control Toolkit (CCT) server provides the CTI middleware and open API for the Agent Desktop and CTI applications. This includes the existing CCT OA&M, which is used to configure SIP CTI-enabled users. In the SIP Contact Center, Communication Control Toolkit is co-resident with Contact Center Manager Server. Contact Center Agent Desktop The Contact Center Agent Desktop is the Nortel agent desktop built using the CCT API. The Contact Center Agent Desktop communicates with the CCT server by way of secure .NET remote transport. The Contact Center Agent Desktop sends requests to the Contact Center Manager Server by way of CCT for both contact center application specifics (such as Agent Logon) and for call-control requests (such as Answer Call).
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Agent and Converged Desktop configuration
Standard 3.0
Contact Center Agent Desktop and Contact Center Manager Server communicate through CCT. The contact center application-specific events are terminated and utilized solely by Contact Center Manager Server. Call control of the desktop CS 1000 set is by TR87 messaging, transported over SIP from the Contact Center Manager Server. MCS 5100 Proxy/Registrar The MCS 5100 SIP Proxy is the application adjunct for CS 1000 and provides the multimedia applications overlay for CS 1000 Converged Desktop users. The SIP Proxy is leveraged for two main purposes in the SIP Contact Center solution:
as an application adjunct for Converged Desktop, supporting video, instant messaging, and presence. The MCS 5100 communicates through SIP with the Contact Center Manager Server, the CS 1000 Signaling server, and the PC Client. MCS 5100 acts as the SIP Proxy for all SIP messaging between Contact Center Manager Server, CS 1000, and the PC Client (except MAS call control messages, which go directly from the Contact Center Manager Server to the MAS).
to register the routepoint addresses as configured in Chapter 3, “MCS 5100 configuration for SIP Contact Center.”
CS 1000 CS 1000 is the call server that supports the agent desktop sets (for example, i2004 sets or any SIP TR87 addressable sets) that provide the voice support aspects of the Converged Desktop. The desktop set is not an ACD set. Nortel Converged Desktop TR87 controllable solution The Agent Desktop uses the Converged Desktop for the CS 1000/MCS 5100 hosted SIP Contact Center. Using the SIP converged desktop services for CS 1000, users have the feature convergence of the MCS 5100 and the CS 1000. The MCS 5100 acts as an application adjunct and application overlay to the CS 1000 call server, letting agents access both the multimedia features on MCS and the business-grade telephony features on the CS 1000. 54
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Agent and Converged Desktop configuration
The combination of the Converged Desktop Set and the Converged Desktop PC Client constitute the Nortel Converged Desktop solution. Converged Desktop Set The Converged Desktop Set is a standard CS 1000 desktop set (for example, i2004), configured to support Converged Services. For SIP Contact Center, the set must additionally be configured to support SIP TR 87 CTI control. In converged mode, the set is known as the Preferred Audio Device (PAD). The PAD provides all standard CS 1000 business-grade telephony features to the user. Communication between the PAD and the CS 1000 is by way of Unified Networks IP Stimulus (UNIStim) messaging to the Terminal Proxy server running on the CS 1000 Signaling server component. The PAD is the audio termination device for all calls. ACD features of the CS 1000 are not used and not configured on the PAD (for example, the ACD key 0 or the NRDY key are not configured). The Contact Center Agent Desktop provides all contact center and ACD-related features. TR87messages are associated with the PAD and TR87 services control the PAD.
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Agent and Converged Desktop configuration
Standard 3.0
Converged Desktop PC Client The Converged Desktop PC Client is the MCS PC Client. The PC Client provides all multimedia features for the converged user (video, instant messaging, Webpush, application sharing) The converged PC Client is a slave to the PAD. All call control, call initiation, answering calls, and initiating conference or transfer functions are carried out by the PAD. The PC Client provides only the multimedia features and does not act as the audio termination device. The PC Client and the MCS communicate through SIP. You must select Converged Desktop Mode in the User Profile Settings configuration screen on the PC Client, as shown in the following diagram.
The title bar indicates when the PC Client is running in converged mode, as illustrated in the following screenshots.
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Agent and Converged Desktop configuration
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Agent and Converged Desktop configuration
Standard 3.0
SIP CTI (TR87) control To integrate and support the control of the Converged Desktop by the Contact Center Agent Desktop, the Converged Desktop Set (PAD) must also be controllable through SIP CTI (TR87). The CS 1000 TR87 support feature proposes to address PADs by way of a unique TR87 SIP address, based on the DN of the line key. When the Contact Center Manager Server initiates TR87 control or monitoring of a PAD, it must know the TR87 address of the PAD line key of the CD. For the SIP Contact Center, every agent has a predefined TR87 SIP address configured in the Agent Configuration screen in Contact Center Manager Administration. TR87 enables control of any SIP user agent that supports the TR87 specification. The CS 1000 Signaling server acts as the terminating UA for SIP TR87 control messages. The Signaling server then controls the CD set through UNIStim messaging. Nortel Converged Desktop restrictions for SIP Contact Center SIP Contact Center imposes the additional complexity on Converged Desktop that the CS 1000 telset (the PAD) must also be controllable by SIP CTI (TR87). The associated restrictions of this architecture are as follows:
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Running the PC Client in stand-alone mode is not supported for agents in SIP Contact Center. Only converged mode is supported.
When running in converged mode, the MCS PC Client is a slave to the CS 1000 voice terminal, reacting to call events on that terminal.
In converged mode, the PC Client does not allow the user to answer the call, initiate Transfer or Conference, or redirect or reject the call. These functions are controlled by the CS 1000 converged telset.
A user can originate a call from the PC Client in converged mode, but this is a click-to-call-type application and is supported by using the Contact Center Agent Desktop.
Converged desktop CS 1000 sets do not support ACD functionality. Therefore, contact center features such as Agent Logon, Logoff, Ready, or Not Ready are provided by the Contact Center Agent Desktop. This is keeping with the openness strategy of SIP Contact Center where, ultimately, the agent’s media termination device is unaware of the fact that it is operating in a contact center application.
The Nortel Converged Desktop solution supports only a Single Line Key (only one line key on the PAD can be uniquely associated with an MCS Contact Center Manager
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Agent and Converged Desktop configuration
user). This means that, by default, the SIP Contact Center only lets the agent control and monitor a single line key by means of the Contact Center Agent Desktop.
While the SIP Contact Center allows the agent to use the Contact Center Agent Desktop to initiate telephony functions on the Converged Desktop TR87 controlled solution without a mandatory logon to the contact center (such as Knowledge Worker functions), it requires enablement of the CS 1000 Virtual Office features on the CS 1000 to support hot desking (the CS 1000 TR87 address is DN based and is exclusively tied to the agent) or shift worker reuse of the same telset. If the Agent Desktop is a pure SIP client, supporting TR87, the Virtual Office feature is an integral part of the SIP dynamic-registration process.
A second DN key can be configured on the CS 1000 telset, but the SIP Contact Center does not acknowledge its existence and it is not controllable by the Contact Center Agent Desktop.
Some restrictions exist around automatic video startup on the Converged Desktop. SIP Contact Center calls offered to the agent do not support autostart of video. The agent must manually start video. Subsequent transfer or conference initiations to other agents in the contact center require that those agents manually restart the video.
The feature restriction implications of the Single Line Key include: restrictions on Call Presentation Class support for Personal Call OnHold Contact Center Call Offer potential restrictions on the nature of consultive Conference and Transfer initiation
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Agent and Converged Desktop configuration
Standard 3.0
Desktop configuration steps The following sections identify the configuration steps for the Nortel SIP Contact Center solution.
Contact Center Manager Administration—agent configuration Core agent configuration on Contact Center Manager Administration has been enhanced as follows:
The key enhancements for the SIP Contact Center include:
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addition of a new mandatory property, SIP URI, the agent’s SIP address as configured on the target SIP server (MCS 5100 subscriber information). This field also exists for supervisor/agent and supervisor properties. When
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Agent and Converged Desktop configuration
this value is saved for an agent or supervisor, it cannot be modified without making the appropriate change to the user on the SIP server (MCS 5100).
addition of a second property for SIP CTI (TR87) control, the SIP Terminal, which is dedicated to this agent. In the case of Nortel integration, the SIP Terminal must align with the CS 1000 DN plus Signaling server domain per CS 1000 configuration. From a SIP Contact Center perspective, the SIP Terminal address needs to be a unique string.
In addition, the following changes apply to the Agent Supervisor screen:
Phoneset Login ID has been changed to Login ID. Its contents are a series of digits.
Personal DN is no longer required as the SIP Terminal DN provides the equivalent replacement parameter.
A new section is provided to select the agent’s supported Contact Types. The valid choices are voice and video. Selecting these contact types determines the choice of skillsets an agent can be assigned to and the types of contacts that agent can service.
Contact Center Manager Administration—agent to supervisor association configuration Additional changes have been made in the Agent Information screen. Use this screen to associate an agent with a primary supervisor. This configuration also applies for supervisor/agent properties but not for supervisors. The Agent Key field has been removed from the display. Previously, this field identified a physical key on a supervisor’s telset on which the agent could be contacted directly but it no longer applies. Agent status functionality is provided by the Contact Center Agent Real Time displays or by SIP Presence on the Converged PC Client User Interface.
Contact Center Manager Administration—Supervisor Information Previously, the Supervisor Information section identified the Supervisor’s fixed set address against which agents invoked Call Supervisor or Emergency functionality.
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This information is not required in the SIP Contact Center solution. Instead, the agent invokes Call Supervisor by clicking the Call Supervisor button on the Contact Center Agent Desktop (with no requirement for configuration).
Communication Control Toolkit configuration When an agent logs on to the Contact Center Agent Desktop, or before log on time when an agent wants to use knowledge worker CTI functions from the Agent Desktop, CCT must be able to associate the Agent Desktop instance with the agent’s Converged TR87 controllable desktop. For SIP Contact Center, instead of the traditional methodology of configuring DNs (line configuration) and TNs against the user profile, configure a Login ID instead (identical to the agent log on ID). This methodology is also employed for the Open Queue/Contact Center Multimedia integration as part of the Contact Center Multimedia Integration program. This means that to use SIP CTI (TR87) controlled telsets, a CCT subscriber must:
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be configured as an agent or supervisor on Contact Center Manager Server in Contact Center Manager Administration
be configured as a Contact Center User on CCT
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The user does not have to log on to the contact center to invoke Agent Desktop/ CCT functionality. Therefore, there are no licensing implications on Contact Center Manager Server.
Agent Converged Desktop PC Client configuration This section discusses an overview of how to configure Converged Desktop on CS 1000 and SIP trunking from CS 1000 to MCS. You must configure SIP trunking for Converged Desktop, as this is the only SIP signaling interface between CS 1000 and MCS. For more detailed information, see the FTR302 Converged Desktop Provisioning Guide and SIP Gateway and Services Feature Specification.
CS 1000 SIP trunk configuration The steps involved in configuring SIP trunking on CS 1000 are:
Configure D-channel in LD 17.
Configure Route in LD 16.
Configure Super Loop in LD 97
Configure Trunk Units in LD 14.
The relevant overlays and configuration items for D-channel are shown in the following table. Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
ADAN
All input/output devices (includes D-channels)
ADAN
new DCH dch#
New DCH
CTYP
DCIP
IP DCH
IFC
SL1
Interface type for D-channel (Meridian SL-1)
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Prompts
Responses
Descriptions
ISLM
0-(1792)-4000
The maximum number of trunk allowed per D-channel. This number can be as many as 4000 if DCH is an IP channel. In overlay configuration, this prompt defaults to 1792 if you do not enter anything. You can choose to enter 4000; however, at this time, only 1792 trunks are supported.
The following table shows the relevant overlays and configuration items for Route configuration.
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Prompts
Responses
Description
REQ
CHG/NEW
Change or new
TYPE
RDB
Route datablock
CUST
0
Customer
ROUT
route number
Route number
TKTP
TIE
Trunk type is tie
VTRK
Yes
Define as virtual trunk
ZONE
zone#
Zone number
PCID
SIP
Define it as a SIP route
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Prompts
Responses
Description
CDSR
Yes, (No)
Converged Desktop Service Route. This prompt only shows when this is a SIP route. This route implies that any call coming in through this route terminating to a converged desktop should not be looped back (to MX). This prompt does not affect operation on any calls other than the call terminates to a converged desktop.
CRID
Yes, (No)
New CDR record (for SIP) to include correlation ID. When enabled, the fourth line is included in the CDR (new) record. This prompt only appears if it is a SIP VTRK (VTRK is Yes and PCID is SIP) and CDR is turned on for this route.
NODE
node#
Node Id of Signaling server
ISDN
Yes
Enable ISDN
MODE
ISLD
Route uses ISDN Signaling Link (ISL)
DCH
dch number
corresponding DCH number
IFC
SL1
Interface type Meridian SL-1
ICOG
IAO
Incoming and Outgoing
ACOD
access code
Access code for the trunk route
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Agent and Converged Desktop configuration
Standard 3.0
The following table shows the relevant overlays and configuration items for Super Loop configuration. Prompts
Responses
Description
REQ
CHG
CHG
TYPE
SUPL
Super Loop
SUPL
loop#
Super Loop number, starts with a v and the number is a multiple of four (for example, v96)
The following table shows the relevant overlays and configuration items for Trunk Unit configuration. Prompts
Responses
Description
REQ
NEW/CHG
New or change
TYPE
IPTI
Change trunk type for IP Trunks (new in Rls. 26)
TN
tn
TN of the tie unit, use VTN
XTRK
VTRK
Virtual trunk
CUST
cust#
Customer
RTMB
route# unit#
Route number and the member number
CHID
chid
Channel ID
STRI
imm
Immediate
STRO
imm
Immediate
CS 1000 Converged Desktop configuration The steps to configure a Converged Desktop user on CS 1000 are: 66
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configure AML link for TR87
configure AML link for Converged Desktop
configure Value Added Server (VAS) ID for TR87 (LD 17)
configure VAS ID for Converged Desktop (LD 17)
configure ACD DN (LD 23)
configure CDN (LD 23)
configure Service DN (LD 90)
configure Personal Call Assistant (PCA) (LD 11)
configure converged phone
configure TR87 enablement
The implementation of Converged Desktop on CS 1000 is built on AML, CDNs, ACD DNs, and so on. However, Converged Desktop does not use these in a contact center or ACD application. In other words, SIP Contact Center does not require ACD features on the CS 1000; however, the Converged Desktop does. Both TR87 and Converged Desktop on CS 1000 require separate AML links and VAS IDs to be configured. Configure the VAS ID for Converged Desktop as follows: SECU = NO Configure the VAS ID for TR87 as follows: SECU = YES You must configure two AML links. The following table shows the relevant overlays and configuration items for AML link (LD 17). Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
ADAN
ADAN
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Standard 3.0
Prompts
Responses
Descriptions
ADAN
new elan#
New AML link, the link is an ELAN type. The link number is between 32 and 47 (inclusive) on small systems and between 32 and 127 (inclusive) on large systems. AML link number within the preceding range implies that the transport is over TCP/RUDP link.
CTYP
ELAN
Card type: ELAN
You must configure two VAS IDs. The following table shows the relevant overlays and configuration items for VAS (LD 17).
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Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
VAS
Value added server
VAS
New
New
VSID
vas#
VAS ID, ranges from 32 and 47 (inclusive) on small systems and from 32 and 127 (inclusive) on large systems
ELAN
link#
AML ELAN link number, matches the number provisioned in the last step
SECU
YES/NO
Configure the VAS ID for TR87 as SECU = YES. Configure the VAS ID for Converged Desktop as SECU = NO.
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The following table shows the relevant overlays and configuration items for ACD DNs (LD 23). Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
ACD
ACD
CUST
cust#
Customer number
ACDN
DN
ACD DN
The following table shows the relevant overlays and configuration items for CDNs (LD 23). Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
CDN
CDN
CUST
cust#
Customer number
CDSQ
(NO), YES
If this CDN queue is used for converged desktop service
DFDN
ACDDN
ACD DN configured in previous step
CNTL
YES
In controlled mode
VSID
vas#
VAS number
The following table shows the relevant overlays and configuration items for the Service DN (LD 90). Prompts
Responses
Descriptions
REQ
NEW
New
CUST
custno
Customer number
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Agent and Converged Desktop configuration
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Prompts
Responses
Descriptions
FEAT
NET
Net data
TRAN
AC1
AC1
TYPE
SPN
Configure the CDS service DN as an SPN and point it to a SIP trunk. This number is only internal between CS and Signaling server, for reserving the VTRK when routing the terminating CD call out to MCS 5100
SPN
DN#
The same DN number must be used in the config.ini file in the ServiceDN field on the Signaling server
FLEN
dnLen
The exact length of this DN number
RLI
RLI#
Point this number to the SIP VTRK
The following table shows the relevant overlays and configuration items for the PCA (LD 11).
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Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
PCA
PCA
TN
lscu
Terminal TN
CUST
cust#
Customer number
KEY
0 ACD acddn ccc zzz
ACD key
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Prompts
Responses
Descriptions
KEY
2 SCR/MCR/SCN/ DN key to be used for originating MCN dn# a call from this agent
The following table shows the relevant overlays and configuration items for the Converged Desktop user (LD 10, 11). Prompts
Responses
Descriptions
REQ
NEW
New TN
TYPE
setTYPE
Terminal type
TN
lscu
Terminal TN
CUST
cust#
Customer number
AST
key#
The key number of the DN key to be controlled by TR87
CLS
CDMV
Converged Desktop Multimedia/ Video
T87A
TR87 allowed CSDN ATTENTION
CDN#
Converged Desktop Service DN
If the agents are required to have voice mail, you must set the call forward time-out interval to a value greater than the return to queue value set for the agents’ call presentation class. The time-out interval is set as one of three possible number of rings in overlay 15 (CFNO-2) and selected per agent in overlay 11 (RCO).
MCS configuration The steps and the relevant configuration items involved in MCS configuration are:
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Agent and Converged Desktop configuration
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Create a gateway.
Create a gateway route.
Create a trunk group.
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Create a telephony route.
Change the default parameters for the telephony route.
Create a Class of Service.
Create a telephony route list.
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Agent and Converged Desktop configuration
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Configure users.
Configure user Converged Desktop properties.
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Personal Agent MCS 5100 configuration options The final step for configuring agents is to set a rule in the agent’s personal routing. By default, an agent’s set only rings for a fixed period of approximately 18 seconds before MCS retrieves the call and rejects it on behalf of the agent. This behavior is incompatible with the Agent Call Presentation services of Contact Center. If this route remains in place, the Call Presentation class defined for an agent in CCMA cannot work correctly. Therefore, you must define a personal agent route. Use the following procedure to define a personal agent route.
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Agent and Converged Desktop configuration
1
Log on to the MCS PC Client.
2
From the Tools menu, select Show Routes.
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Result: The List of Routes window appears.
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3
Agent and Converged Desktop configuration
Click New. Result: The Route Wizard: Initiate action window appears.
4
Select When a call is received, and then click Next. Result: The Route Wizard: Conditions window appears.
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5
Do not select any filter. Use the default When a call is received from anyone.
6
Click Next. Result: The Route Wizard: Actions window appears.
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7
Select Ring my devices in the following ordered lists, and then select Ring THESE NUMBERS first in my list.
8
Click THESE NUMBERS, which is highlighted in blue. Result: The Select Information dialog box appears.
9
Select the Ring these telephone numbers check box.
10
From the Ring these telephone numbers list, choose Forever.
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Agent and Converged Desktop configuration
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11
Under Type, choose My client. The Phone # or address field can be filled in automatically when the My client option is selected. If not, manually type in the address.
12
Click OK. Result: The Select information dialog box closes.
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13
Agent and Converged Desktop configuration
On the Route Wizard window, click Next. Result: The Route Wizard: Exceptions window appears.
14
If any exceptions are required, enter the appropriate numbers from the various distribution lists, and then click Next. If no exceptions are required, click Next. Result: The Route Wizard: Finish window appears.
15
In the Complete this route by providing a name field, type a suitable name for the route (for example, LetRingForever).
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Agent and Converged Desktop configuration
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16
Select the Make route active checkbox.
17
Click Save.
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Chapter 5
Hot desking—Virtual Office support In this chapter Overview
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Configuring Virtual Office
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Virtual Office operation
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Hot desking—Virtual Office support
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Overview The CSE 1000 Release 2.0 Virtual Office provides a call service to travelling users who want to use a different physical IT phone. Users log on using their DN and an SCPW and receive the features of their home office IT phone. After users log off the IT phone, the features that were transferred to that phone are removed.
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Configuring Virtual Office ATTENTION
For the purposes of this configuration, host set refers to the IP set onto which the user logs on in order to attain the attributes of the remote set. Remote set refers to the IP set who’s attributes are accessible to the host set after the host set has logged on.
To configure Virtual Office, the following requirements must be met:
Packages 382 and 387 must be equipped.
The remote IP set must have an SCPW configured in LD 11 (SCPL must be set in LD 15 [FFC] to enable the SCPW prompt).
The Remote Call Server must have CLS VOUA configured in LD 11.
The Host Call Server must have CLS VOLA configured in LD 11 (default).
You must have working IP peer configuration and know how to dial the remote set from the host set.
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Virtual Office operation Virtual Office Remote Logon Use the following procedure to log on to Virtual Office remotely. 1
On the phoneset, click the Applications button.
2
From the menu, select Virtual Office.
3
In the Enter User ID prompt, enter the dialable DN of the target remote set (the set you want to become).
4
In the Enter Password prompt, enter the SCPW of the target remote set. Result: If successful, the host set resets and comes back online with the features of the remote IP set, including the DN, autodial numbers, feature keys, and voice mail indication and access.
Note: When a user logs on at a host set, the remote set is logged out and available to others. While logged on at the host site, set options (such as language, contrast, and ring type) are as programmed on the remote physical phone. Codec selection is based on the zone properties of the home phone.
Virtual Office Remote Logoff To log off of Virtual Office: From the options menu, select Virtual Office Logout.
Automatic logout at midnight can be selected as a configuration item. After the user logs off, the features that were transferred to that phone are removed.
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Chapter 6
Media processing services In this chapter CCMS configuration and operation as Media Services workflow control
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CCMS configuration and operation as Media Services workflow control CCMS, when configured for SIP, acts as a Media Services control point for the Media Application Server farm. To invoke and control Media Services, CCMS originates SIP sessions to the SIP Media server farm. The interoperability protocol used between Contact Center Manager Server and the MAS (through the SIP Proxy/Location server) is based on NetAnn, upon which the MCS MAS is loosely based. The following diagram shows the proposed CCMS to Media server integration.
Media servers can be statically configured IP addresses with associated Media Service addresses. CCMS performs a basic load balancing schema. Media servers can be remotely targeted through proxy resolution of the invoked Media Service SIP address.
The role of the Media server The Media server acts as the termination and origination point of RTP streams between the customer, media treatments, and eventually, the agent. 88
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MAS Services are, in effect, SIP addresses. The contact center invokes the following MAS services throughout the life 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 unmute legs to support supervisor features such as Observe, Whisper, and Barge In ability to transfer DTMF digits across the conference (DTMF Relay) from the customer to the IVR service, which can be added to the conference for Play Prompt and Collect Digits type services ability to identify (through propriety header) when a supervisor joins a call and, through MAS install time configuration, either play a periodic observation tone to all on the call or play no tone
Treatments Service—This service provides the tones that CCMS invokes throughout the life of the call (for example, Ringback, Busy). All tones for the contact center call (including initial Ringback) originate from this Media service under control of CCMS. This ensures consistency in tone frequency and volume throughout the call. Tones can be internationalized on the Media server by means of a Locale Header. However, it has yet to be confirmed if this is to be deployed and supported, pending resolution of the Media server delivery vehicle in the first SIP Contact Center release. Set the Locale Header on CCMS using the Contact Center Configuration Utility. It is also set on the MAS at the time of installation, but gives preference to the CCMS default configuration.
Announcement Service for RAN—This service can also be internationalized through the Locale Header. RAN files can be .wav files for audio or .avi files for video. You must specify the full RAN filename as the Route Name when configuring the RAN Route Number in CCMA.
IVR Service—This service consists of canned IVR for Play Prompt and Collect Digits. These services are voiceXML dialogs.
Multimedia Treatment Services—These services consist of canned services for Webpush and Instant Message (IM) treatments. These services are voiceXML dialogs that use the MCS 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-based
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kiosks where the customer interface is an MCS client any solution where the customer client interface is interoperable with MCS instant messaging
Each of the MAS services has a unique SIP address.
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MAS configuration The MAS does not SIP Register its services dynamically with SIP-Contact Center. Instead, each Media server is statically configured through Contact Center Manager Administration and the services CCMA supports are deployed against it. Each MAS service has a unique SIP address. Step 1: Addition of the Media server in Contact Center Manager Administration Use the following fields to configure the MAS on Contact Center Administration.
Name—alphanumeric string to internally identify the MAS within Contact Center Manager Server
IP Address—statically configured
SIP Transport Port Number
Transport Type—UDP/TCP (default)
Media Server Type (Nortel MAS/other)—this is used internally in Contact Center Manager Server to enumerate the port capacity of the Media server. Selecting another option results in default handling (that is, issue the Media Service to the next logical device on the list with no checking on port usage). Offer the session to the next logical device on failure.
Enable/Disable when checkbox—This needs to be expanded to have an Enable/Disable when idle option.
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Step 2: Association of Media Services with the MAS pool The next step is to associate Media Services with the previously configured MAS boxes. The following services must be available by default:
Dialog—for IVR and default voice XML services
Announcement—for RAN, Music, and Tones
Space—for Conversation Space
You must configure these services with the Contact Center Manager Server configuration utility as shown in the preceding diagram.
The default vXML Service URI is the Dialog Service Treatment Address in Contact Center Manager Administration.
The default Announcement Service URI is the Announcement Service Treatment Address in Contact Center Manager Administration.
The default CSpace Service URI is the CSpace Service Treatment Address in Contact Center Manager Administration.
A CCMA global setting identifies what form of basic Load Balancing mechanism is to be used by Contact Center Manager Server when choosing a MAS to perform a treatment service. You can select either Round Robin or Linear.
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The Rank arrows identify MAS relative priority for Linear settings (and for initial Round Robin selection after restart). With Linear selection, all treatment requests are directed to the same Media server until capacity is reached. SIP Contact Center monitors available capacity for each call, and port usage is compared against the maximum capacity for the Media server. The maximum capacity is hard-coded, based on the Media server type parameter. For third party media servers, where the capacity is not known, SIP SP continues to request treatment invocations until an appropriate error response is received from the Media server, indicating that the capacity is exceeded. With Round Robin selection, treatment requests are balanced across all Media Application Servers. You can also configure your own treatment service URLs (for example, myService) and associate them with any of the MAS or third party media services configured. The Treatment Address parameter, in all cases, is a string. Any Media Service can be associated with the Proxy Address instead of to a list of statically provisioned Media Services, which effectively hands off control of resolving where the Media server is to the Proxy server. Enable this by checking the Use Proxy Server checkbox on a service by service basis. SIP Contact Center Switch Guide
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Chapter 7
Redundancy and resiliency strategy In this chapter Overview
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Overview The following chapter highlights the redundancy and resiliency support possibilities for SIP Contact Center.
Standby Server This feature is not supported by SIP Contact Center.
Replication Server feature SIP does not support the Replication server feature in the first product release.
CCT resiliency and fallback As CCT is an inherent part of the SIP Contact Center Desktop, reference the applicable Contact Center 6.0 Feature Specification for CCT fallback and resiliency capabilities.
MCS Personal Agent usage The existing Personal Agent routing engine requires no changes for the SIP Contact Center. By default, SIP Contact Center routepoints (or CDNs) are configured as subscribers on the MCS. The system administrator can access and configure Call Presentation routing rules on the MCS Personal Agent. The following diagrams show excerpts of the Personal Agent configuration utility on the MCS 5100. Personal Agent offers the ability to:
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Route the call to a tiered set of endpoints (ring this list first, ring this list second, and so on).
In the case of the SIP Contact Center, the first entry contacted for [email protected] is the primary SIP Contact Center.
If there is a failure at the primary SIP Contact Center server, a second SIP Contact Center server (for example, a failover address) can be configured as the second entry in the try list. In this case, the agents must be load
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balanced across both servers (agents must target logon to the primary or secondary server with no autologon capability from primary to second).
If a continual failure exists, the call is subsequently routed to: an ACD CDN (1800 555) on the CS 1000 a list of agents (that all ring simultaneously). These agents do not receive any of the call presentation or screen pop information on the Contact Center Agent Desktop for this call). When an agent picks up, all other agent alerts cancel. There is no reporting available for this call. a failure announcement route to any DN or alternative SIP address
The Personal Agent permits pushing of IMs and Web pages at each failure point, allowing potential feedback to the customer at the same time as an ongoing Ringback.
Fallback ACD Automatic call distribution (ACD) features on the switch are not supported. Therefore, options to default a call seamlessly to the switch do not exist. If agents have a dual desktop (supporting SIP Contact Center and separately traditional M1 Voice Contact Center) or if SIP Contact Center is deployed on a CS 1000/MCS 5100 Converged System that also supports the traditional AML-based SIP Contact Center, it is possible to redirect calls directed for the SIP Contact Center back to a CS 1000 CDN through the Personal Agent Call Routing Configuration (or to any network accessible CDN).
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Media server redundancy As the intention at the SIP Contact Center is to support load-balanced media servers, there is a basic (hard-coded) redundancy mechanism where a failed response from a media server causes the next logical media server capable of handling the request to be tried. If this fails, the treatment itself fails.
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Appendix A
SIP basics In this chapter Sip functions
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SIP infrastructure
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Sip functions This section provides a basic reference for SIP. For a more complete overview, see the following Web site: www.sipcenter.com SIP is the core protocol in the MCS architecture. SIP is the Session Initiation Protocol (an IETF standard). RFC3261 is core protocol definition. SIP is based on HTTP (Request/Response type protocol). Key strengths of SIP include:
ease of implementation (won the H.23 versus SIP battle)
openness (can be used to transport many data types)
extensibility (ability to support customized-message header definitions while still remaining within the SIP Interface Standard Guidelines)
SIP strength in the mobile community and a core part of Microsoft’s desktop communication solution (with Microsoft .RTC and the evolution of Microsoft Windows Messenger).
SIP supports five facets of establishing and terminating multimedia calls:
user location (SIP core)
user capabilities (such as SDP)
user availability (SIP Presence Extensions)
call setup (SIP and SDP)
call handling (SIP plus application-specific implementations)
SIP methods The basic SIP methods include:
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INVITE—initiate call
ACK—confirm final response
BYE—terminate call
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CANCEL—cancel searches and ringing (that is, cancel a pending request)
OPTIONS—feature supported by either side
REGISTER—register current location
Extended SIP methods Extended SIP request methods include:
REFER—refer endpoint to a new endpoint (transfer, conference)
SUBSCRIBE—subscribe for data or status updates (presence)
NOTIFY—return completion status
PUBLISH—define current presence state
MESSAGE—Instant Messaging
SIP responses SIP responses (HTTP-based) include:
1xx—searching, ringing, queuing, and so on
2xx—success
3xx—forwarding
4xx—client mistakes
5xx—server failures
6xx—busy, refuse, not available anywhere
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SIP infrastructure The standard SIP infrastructure (as identified by RFC3261) consists of the following.
SIP User Agents SIP User Agents (UA) are endpoints. For Contact Center application, UAs can be considered as intelligent stateful entities, consisting of a SIP User Agent Client (UAC), and SIP Server (UAS). SIP endpoints can terminate or originate SIP sessions, which can contain user-to-user information (for example, Instant Messaging) or negotiation messaging to set up other parallel information streams or redirect these streams to other entities through the SIP session-negotiation information (SDP). SIP endpoint types for this architecture include:
SIP clients (the Contact Center Agent Interface)
SIP Media server (the media treatment response entity)
SIP Contact Center (as a subset of other functions, see BBUA)
SIP BBUA A SIP back-to-back user agent (BBUA) is two independent SIP UAs, which are bridged by an application. SIP sessions terminating on the incoming UA are passed to the application for modification and next step decision-tree analysis. Subsequently, a new SIP session can be originated on the outgoing UA, which is twinned with the incoming UA for the duration of the call. SIP Contact Center uses the BBUA architecture; the Contact Center is the application. Another example of BBUA operations is the Click-to-Call operation.
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SIP Registrar The SIP Registrar is the entity to which the SIP endpoints send REGISTER messages to identify their current location in the IP network. Generally, the SIP Registrar stores data in the location server (or is one and the same as the location server). A further requirement of the SIP Registrar is to provide authentication services for the SIP user (confirms user is configured and validates user password). Various authentication services are common, including HTTP Digest (RFC2069 and RFC2617). MCS is a combination Proxy, Registrar, and Redirect service. The following is from RFC3261, section 10.2, Constructing the REGISTER request: REGISTER requests can add, remove, and query bindings. A REGISTER request can add a new binding between an address-of-record and one or more contact addresses. Registration on behalf of a particular address-of-record can be performed by a suitably authorized third party. A client can also remove previous bindings or query to determine which bindings are currently in place for an address-of-record.
SIP Location server The following is from RFC3261, section 4: The location service is just an abstract concept. It generally contains information that lets a proxy input a URI and receive a set of zero or more URIs that tell the proxy where to send the request. Registrations are one way to create this information, but not the only way. Arbitrary mapping functions can be configured at the discretion of the administrator. An endpoint can locate the SIP Registrar by using a specific statically configured IP address, DNS lookup to a named Registrar, or the SIP Multicast Address. MCS uses statically configured IP addresses on the PC client (hence, a Unicast Registration). The SIP Contact Center solution statically configures the address of the Registrar using Server Config. SIP Contact Center Switch Guide
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SIP Proxy/Redirect server The SIP Proxy/Redirect server provides redirect or forwarding services for SIP sessions. If entity A wants to initiate a session with entity B, it can use SIP proxies to resolve the location of the endpoint and move the request closer to entity B until such time as the proxy nearest entity B presents the session directly to it. MCS and the CS 1000 NRS are both proxy servers. There are two types of proxy servers:
Redirect—The NRS uses this mode, which resolves the next hop location and redirects the requester to this location, subsequently dropping out of the session completely.
Stateful—The MCS uses this mode, staying in the end-to-end SIP signaling path until the end of the call.
SIP Presence server A SIP Presence server accepts SIP PUBLISH sessions from end points that announce their current state (Busy, Away from Desk, On the Phone). SIP Presence is an application of SIP and is not part of the core RFC3261 protocol. Alternate SIP drafts are attempting to drive the SIP Presence application to standards (for example, the SIMPLE (SIP Instant Messaging and Presence Leveraging Extensions) IETF drafts).
SIP Media server The SIP Media server is not defined as part of the RFC3261 standard, but is a generally accepted standard SIP endpoint. The Media server solution set for SIP Contact Center includes:
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Nortel MAS
Nortel Emerson
Nortel MPSxxx range
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The Media server provides media services for the contact center application (such as RAN, Music). Using this protocol, all media services resolve to SIP URI addresses (for example, [email protected]) Additional parameters can be passed as part of the SIP URI. The Nortel SIP Contact Center architecture communicates directly to a pool of statically configured Media servers. The MCS MAS bases its SIP Media Service invocation protocol on the following draft standard:
Basic Network Media Services with SIP
Author
Eric Burger, Jeff Van Dyke, Andy Spitzer
Organization IETF State
Unknown
Date
2003-03-05
Size
50 815 bytes
Abstract
In SIP-based networks, there is a need to provide basic network media services. Such services include network announcements, user interaction, and conferencing services. These services are basic building blocks (also known as Media servers) and application developers. One needs to be able to locate and invoke such services in a well-defined manner. This document describes a mechanism for providing an interoperable protocol interface between Application servers, which provide application services to SIP-based networks, and Media servers, which provide the basic media-processing building blocks.
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SIP CTI In this chapter Overview
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SIP CTI control
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Overview Generally, there are two types of computer telephony integration (CTI):
1st Party Control—where the controlling application sits at the same hierarchical level as the user interface and effectively talks directly to the telephony device
3rd Party Control—such as MLS applications, which issue requests to an intermediate proxy (the CS 1000 or DMS) to have the telephony endpoints complete request operations
SIP significantly blurs the lines for CTI. In effect, the SIP protocol is a CTI transport, mandating that all CTI applications operate in first party mode (as SIP UAs). However, this does create some significant limitations within a contact center environment. For example:
Within RFC3261, there is no provision for SIP messaging, which allows SIP application A to control the actions of SIP endpoint B. Application A can offer and receive calls to endpoint B and, by acting as a proxy, can effectively gather a critical mass of information with respect to the state of B. Application A can prevent B from making or accepting calls and can also perform CTI, like applications such as Click-to-Call. However, SIP application A cannot issue a command over SIP to have B force-answer a call.
A centralized server interface for third party CTI (such as Siebel integration) becomes extremely challenging. The server must create a nonSIP transport link to the user side of every SIP client it wants to control.
Given the lack of IETF progress on the issue, an emerging SIP CTI third-party protocol has been defined by the ECMA community. The Technical Recommendation TR87 provides details of what the protocol is intended to support. SIP Contact Center does not support all of the available profiles. One of the biggest drivers for support of TR87 on SIP-enabled call servers is Microsoft Office Communicator application integration, the Nortel Converged Office feature.
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SIP CTI support (TR87) A new function for the Contact Center Manager Server in the SIP Contact Center solution is its operations as a TR87 SIP CTI Service Provider. Commands originating from the Communication Control Toolkit for agent functions (such as Make Call or Answer Call) are converted to TR87 commands and transported over SIP to the target TR87 device termination. See SIP CTI control for detailed information about TR87 support and configuration.
At startup, the SIP-enabled Contact Center Manager Server sends SIP invites to applicable TR87 terminals to start monitoring. In the case of CS 1000/ MCS 5100 integration, the invite is proxied through MCS to the relevant CS 1000 Signaling server. The Signaling server or Call server interface converts TR87 requests to UNIStim (or otherwise) set requests to the relevant terminal.
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SIP CTI control The following diagram shows the TR87 message sequence for monitor and control of an agent desktop.
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1.
Contact Center Manager Server sends an INVITE, transporting TR87 service request to the MCS proxy. The INVITE request URI and To: header address the DN of the Converged Desktop set.
2.
MCS forwards the INVITE to the CS 1000.
3.
The CS 1000 responds with a 200 OK, transporting the TR87 message.
4.
MCS forwards the 200 OK to Contact Center Manager Server.
5.
Contact Center Manager Server responds with ACK.
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6.
MCS forwards the ACK to the CS 1000. The dialog is established and subsequent TR87 messages can be transported in SIP INFO messages over this dialog.
7.
Contact Center Manager Server sends a TR87 in a SIP INFO to MCS to request the CSTA feature set supported by CS 1000.
8.
MCS forwards the INFO to the CS 1000.
9.
The CS 1000 responds with its supported CSTA feature set in a TR87 message.
10. MCS forwards the 200 OK to Contact Center Manager Server. 11. Contact Center Manager Server initiates monitoring of the Converged Desktop set by sending a TR87 <MonitorStart> service request. 12. MCS forwards the INFO to the CS 1000. 13. The CS 1000 responds with a TR87 <MonitorStartResponse>. 14. MCS forwards the 200 OK to Contact Center Manager Server.
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CS 1000 TR87 feature support Reproduced from CS 1000 Microsoft Multimedia Convergence Feature Specification, the following table explicitly identifies the TR87 feature support available on the CS 1000.
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Index A ACD DN configuration 69 agent configuration 60 Agent Desktop requirements 51 agent to supervisor configuration 61 alias 38 AML 21 AML link configuration 67 Announcement Service for RAN 89 Announcement Service URI 92 Applications Meridian Link 21 Automatic call distribution 21
B building blocks 19
C CCMA configuring CDNs 39 CCT 22 CD2 21 CDN configuring 36, 39, 69 CDN Subscriber creating 37 CDP dialing 42 Class of Service 73 Communication Control Toolkit 22, 53 configuration 62 Communication Server 1000 20 configuring agent to supervisor association 61 CDNs 36, 39 Communication 62 contact center domains 32 Converged Desktop users on CS 1000 66
SIP Contact Center Switch Guide
Local SIP Subscriber 35 MCS 5100 45 NRS 44 PC Client 63 routepoints 36, 39 supervisors 61 user desktop properties 74 users 74 Virtual Office 85 configuring agents 60 Contact Center Agent Desktop 23, 53 contact center domains configuring 32 Contact Center Manager Server 53 Converged Desktop 54 PC Client 56 PC client configuration 63 restrictions 58 set 55 user configuration items 71 Converged Desktop II 21 infrastructure 52 Converged Office 22 Conversation Space Service 89 creating CDNs 33 Class of Service 73 gateway 72 gateway routes 72 Local SIP Subscriber 35 MCS 5100 CDN Subscriber 37 routepoints 33 service package 33 telephony route lists 73 trunk groups 72 creating telephony routes 73 CS 1000 20, 54 Converged Desktop configuration 66 TR87 feature support 114 CSpace Service URI 92
117
Index
Standard 3.0
D
M
D-channel configuration items 63 Dialing Plan translation verification tool 47 Distance Steering Code 42 domains 28 configuring 32
MAS 23 MAS configuration 91 addition of the media server in CCMA 91 association of Media Services with the MAS pool 92 MCP System Management Console 29 MCS 5100 20 alias 45 CDN Subscriber 37 configuring Personal Agent options 75 Dialing Plan translation verification tool 47 functions 26 MCS 5100 aliases 38 MCS 5100 Proxy/Registrar 54 MCS configuration steps 71 MCS Personal Agent 29, 96 MCS Provisioning Client 29 Media Application Server 23 Media server redundancy 100 Media servers 88 Multimedia 20 Multimedia Treatments Services 89
E extended SIP methods 103
F fallback ACD 97
G gateway 72 gateway route 72
H help from Nortel 15
I IVR Service 89
L Linear selection 93 link-down 27 Local SIP Subscriber 26 configuring 35 Location Code 43
118
N Nortel Converged Desktop 21 Nortel Converged Desktop II 21 Nortel Converged Office 22 Nortel help 15 NRS configuring 44
P PC Client configuration 63 PCA configuration 70 personal agent routes 75 Provisioning Client 29
Contact Center Manager
February 2007
Index
R
T
required switches 24 Round Robin selection 93 Route configuration 64 routepoints configuring 36, 39
telephony route list 73 telephony routes 73 TR87 22 control 58 feature support 114 Treatments Service 89 trunk configuration configuring CS 1000 SIP trunk 63 trunk group 72 Trunk Unit configuration 66
S Service DN configuration 69 service package 33 services Announcement Service for RAN 89 Conversation Space Service 89 IVR Service 89 Multimedia Treatments Services 89 Treatments Service 89 SIP BBUA 104 SIP Contact Center 20 Agent Desktop requirements 51 building blocks 19 configure as an MCS 5100 node 30 core components 18 SIP CTI 22, 26 1st Party Control 110 3rd Party Control 110 TR87 control 58 SIP domains 28 SIP Location server 105 SIP Media server 106 SIP methods 102 extended 103 SIP Presence server 106 SIP Proxy 54 SIP Proxy server 106 SIP Registrar 105 SIP responses 103 SIP User Agents 104 Super Loop configuration 66 supervisor configuration 61 switch support 24
SIP Contact Center Switch Guide
U UDP dialing 43
V VAS configuration 67, 68 Virtual Office configuring 85 logging off 86 logging on 86 vXML Service URI 92
119
Index
120
Standard 3.0
Contact Center Manager
Reader Response Form Nortel Contact Center Manager Product release 6.0 SIP Contact Center Switch Guide 297-2183-962
Tell us about yourself: Name: Company: Address: Occupation:
1.
What is your level of experience with this product? New user
2.
Intermediate
Experienced
Programmer
Reference
Problem solving
How do you use this book? Learning
3.
Phone:
Procedural
Did this book meet your needs? Yes
No
If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
5.
What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
6.
How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business Park, Galway, Ireland.
m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager SIP Contact Center Switch Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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:
297-2183-962 6.0 Standard 3.0 February 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager SIP Contact Center Switch Guide Product release 6.0
Standard 3.0
February 2007
Nortel Contact Center Manager SIP Contact Center Switch Guide
Publication number: Product release: Document release: Date:
297-2183-962 6.0 Standard 3.0 February 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. 3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ANSI is a trademark of the American National Standards Institute, Inc. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
CELERON, ITANIUM, INTEL XEON, INTEL INSIDE XEON, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. IBM, MYLEX, and ACCELERAID are trademarks of International Business Machines Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2003, WINDOWS SERVER 2003, and WINDOWS XP are trademarks of Microsoft Corporation. MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. WINZIP is a trademark of Nico Mak Computing, Inc. RACORE is a trademark of Racore Computer Products, Inc. CLEARCASE is a trademark of Rational Software Corporation. ASEAGATE is a trademark of Seagate Technology, LLC. STRATUS is a trademark of Stratus Computer Systems, S.à.r.l. J2SE, J2EE, and SOLARIS are trademarks of Sun Microsystems Inc. REPLICATION AGENT, REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. TANDBERG is a trademark of Tandberg Data A/S. VISIBROKER is a trademark of Visigenic Software, Inc. UNIX is a trademark of X/Open Company Limited.
Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2
SIP Contact Center switch integration
17
Nortel SIP Contact Center core components . . . . . . . . . . . . . . . . . . . . . . . . . 18 SIP Contact Center—component features, functions, and terminology. . . . . 20 Switch compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3
MCS 5100 configuration for SIP Contact Center MCS 5100 configuration for SIP Contact Center interoperability . . . . . . . . . SIP domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MCS 5100 configuration utilities and SIP Contact Center. . . . . . . . . . . . . . . MCS configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Routing CS 1000 calls to MCS CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
Agent and Converged Desktop configuration Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100). . . . . . . . Desktop configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Personal Agent MCS 5100 configuration options . . . . . . . . . . . . . . . . . . . . .
5
Hot desking—Virtual Office support
25 26 28 29 30 42
49 50 51 52 60 75
83
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Configuring Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Virtual Office operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
SIP Contact Center Switch Guide
v
Contents
Standard 3.0
6
Media processing services
87
CCMS configuration and operation as Media Services workflow control. . . 88 MAS configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
7
Redundancy and resiliency strategy
95
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
A
SIP basics
101
Sip functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 SIP infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
B
SIP CTI
109
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP CTI support (TR87) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SIP CTI control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CS 1000 TR87 feature support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Index
vi
110 111 112 114
117
Contact Center Manager
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
Skills you need
11
Related documents
13
How to get help
15
SIP Contact Center Switch Guide
7
Getting started
Standard 3.0
New in this release The following sections detail what is new in the Nortel Contact Center Manager SIP Contact Center Switch Guide (297-2183-962) for version 3.0.
“Features” on page 8
“Other changes” on page 9
Features See the following sections for information about feature changes:
“SIP Contact Center” on page 8
“Contact Center Manager Administration enhancements” on page 8
SIP Contact Center Contact Center Release 6.0 introduces a Session Initiation Protocol (SIP) -based contact center for Nortel’s MCS 5100 platform. A SIP Contact Center supports inbound voice contacts, video, document sharing, and instant messaging. For information about SIP Contact Center components and features, see the following sections:
“Nortel SIP Contact Center core components” on page 18
“SIP Contact Center—component features, functions, and terminology” on page 20
Contact Center Manager Administration enhancements Agent and supervisor configuration screens on Contact Center Manager Administration were enhanced for the SIP Contact Center. For more information about these enhancements, see the following sections:
8
“Contact Center Manager Administration—agent configuration” on page 60
“Contact Center Manager Administration—agent to supervisor association configuration” on page 61
“Contact Center Manager Administration—Supervisor Information” on page 61 Contact Center Manager
February 2007
Getting started
Other changes See the following sections for information about changes that are not featurerelated:
“Configuring CDNs and PCAs” on page 9
Configuring CDNs and PCAs Information about the relevant overlays and configuration items for Controlled Directory Numbers (CDN) and Personal Call Assistants (PCA) was updated. These updates affect the following section:
“CS 1000 Converged Desktop configuration” on page 66
SIP Contact Center Switch Guide
9
Getting started
Standard 3.0
Overview This document provides details about the necessary infrastructure configuration to support a SIP-enabled contact center. In the Contact Center 6.0 release, this involves details about how to configure the Nortel switch infrastructure consisting of the Communication Server 1000 (CS 1000) and the Multimedia Communication Server 5100 (MCS 5100).
10
Contact Center Manager
February 2007
Getting started
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products can be of assistance when you are configuring the switch to communicate with Contact Center Manager Server.
Contact Center Manager Server
Contact Center Manager Administration
Communication Control Toolkit
Contact Center Agent Desktop
CS 1000 switch
MCS 5100 switch
Media Application Server (MAS)
MCP System Management Console
MCS Provisioning Client
PC experience or knowledge Knowledge of or experience with the following PC products can be of assistance:
Microsoft Windows Server 2003 (Standard or Enterprise edition)
Microsoft Windows 2003 (Standard or Enterprise edition)
client/server architecture
Internet Protocol (IP)
SIP Contact Center Switch Guide
11
Getting started
Standard 3.0
Other experience or knowledge Other types of experience or knowledge that can be of use include:
12
database management
flowcharting
programming
Contact Center Manager
February 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about
Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server Nortel Contact Center Manager requirements CapTool User’s Guide
297-2183-934 297-2183-935
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
SIP Contact Center Switch Guide
13
Getting started
For information about
Standard 3.0
Refer to
NTP number
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 CS 1000/MCS 5100 CS 1000 to MCS 5100 Converged 553-3001-521 Converged Desktop II Desktop Type 2 Configuration Guide installation, setup, and configuration Converged Office Nortel Converged Office installation, setup, and Implementation Guide configuration
14
553-3001-025
MCS Provisioning Client
Provisioning Client User Guide
NN10043-113
Prerequisites and functionality of the Multimedia PC Client
MCS 5100 Multimedia PC Client User Guide
NN42020-102
Contact Center Manager
February 2007
Getting started
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links. Link to
Takes you directly to
Latest software
the Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation the Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
SIP Contact Center Switch Guide
15
Getting started
Standard 3.0
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region. www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
16
Contact Center Manager
Chapter 2
SIP Contact Center switch integration In this chapter Nortel SIP Contact Center core components
18
SIP Contact Center—component features, functions, and terminology
20
Switch compatibility
24
SIP Contact Center Switch Guide
17
SIP Contact Center switch integration
Standard 3.0
Nortel SIP Contact Center core components The Nortel Session Initiation Protocol (SIP) Contact Center solution consists of the following core components:
18
Contact Center Manager 6.0 (CCM)
Communication Control Toolkit 6.0 (CCT)
Contact Center Agent Desktop (CCAD)
Contact Center 6.0 License Manager (LM)
Multimedia Communication Server 5100 for Enterprise (MCS 5100)
Nortel Media Application Server (MAS)
Communication Server 1000 Call Server (CS 1000 CS)
Communication Server 1000 Signaling Server (CS 1000 SS)
Communication Server 1000 Network Routing Service (CS 1000 NRS)
MCS Multimedia PC Client running Converged Desktop 2 mode (MCS PCC CD2)
Telset (non-ACD, TR87 controllable telset portion of Agent CD2 Desktop)
Contact Center Manager
February 2007
SIP Contact Center switch integration
The following diagram shows the building blocks of the SIP Contact Center solution.
SIP Contact Center Switch Guide
19
SIP Contact Center switch integration
Standard 3.0
SIP Contact Center—component features, functions, and terminology SIP Contact Center SIP Contact Center is a Contact Center Manager Server 6.0 configured for SIP operability. After you configure Contact Center Manager Server for SIP operation, it uses SIP as the only protocol interface with the switches with which it interoperates. Multimedia Communication Server (MCS) 5100 The MCS 5100 is one of two mandatory switches leveraged by the SIP Contact Center solution. SIP Contact Center uses the MCS 5100 as the primary SIP proxy. The MCS 5100 provides two main functions:
It routes all inbound customer calls (voice and video) to the SIP Contact Center. The MCS 5100 resolves the SIP address of inbound contacts to specific SIP-controlled directory numbers (CDN) or routepoints on the SIP Contact Center and routes the call accordingly as an inbound SIP session.
It routes SIP calls, initiated by the SIP Contact Center, to the SIP address of target contact center agents.
The MCS 5100 is also configured as a multimedia applications adjunct for CS 1000, for the purpose of supporting the Converged Desktop II agent desktop configuration. The MCS 5100 views the SIP Contact Center as a cluster of SIP endpoints to which it directs inbound customer calls or to which it accepts inbound calls targeted at subscribers (contact center agents configured in Converged Desktop II mode). The MCS 5100 is not aware of the concept of CDNs, routepoints, or agents. To the MCS 5100, these entities are SIP subscribers. Communication Server (CS) 1000 The CS 1000 is the second Nortel switch that the SIP Contact Center leverages for the purpose of agent telephony set control. The CS 1000 also acts as a protocol gateway for the MCS 5100 to allow non-SIP customers to direct calls to the SIP Contact Center (for example, Integrated Services Digital Network [ISDN] to SIP conversion or analog trunk to SIP conversion). 20
Contact Center Manager
February 2007
SIP Contact Center switch integration
SIP Contact Center leverages two key features on the CS 1000:
Converged Desktop II
Converged Office
In this document, the CS 1000 system refers to any and all of the following:
Communication Server 1000E (CS 1000E)
Communication Server 1000S (CS 1000S)
Communication Server 1000M (CS 1000M)
Meridian 1 (M1)
Automatic call distribution Automatic call distribution (ACD) is a call center feature on the CS 1000 system that is not directly leveraged by a SIP-enabled contact center. Applications Meridian Link Applications Meridian Link (AML) is a proprietary Nortel protocol used for application telephony integration with the CS 1000 system. Nortel Converged Desktop II The Nortel Converged Desktop II (CD2) is a combined CS 1000 and MCS 5100 feature that enables users to overlay the business-grade telephony features of the CS 1000 with the multimedia features of the MCS 5100. Your existing CS 1000 telephone is used for telephony functionality while the MCS PC Client (in converged mode) delivers the multimedia functions. A converged desktop consists of a telephone and multimedia PC client software. The supported telephones include analog telephones (500/2500 type), digital telephones, and IP phones (such as i2004 or i2005). A SIP phone cannot be configured as a converged desktop. CD2 is the mandatory Agent Desktop configuration for SIP Contact Center. CD2 leverages AML and ACD features on CS 1000. SIP Converged Desktop services (SIP CDS) and Nortel Converged Desktop are equivalent to CD2.
SIP Contact Center Switch Guide
21
SIP Contact Center switch integration
Standard 3.0
Nortel Converged Office The Nortel Converged Office feature combines the business-grade telephony of the CS 1000 with the real-time multimedia communication and the remote call control leveraging applications provided by Microsoft Office Live Communications Server 2005 and Microsoft Office Communicator 2005 products. The Nortel Converged Office is not the same as the Nortel Converged Desktop II. The Converged Office feature consists of three primary components:
Nortel CS 1000 SIP computer telephony integration (CTI) Front End (F/E), which exposes Remote Telephony Call Control using SIP CTI (TR87)
Microsoft Live Communications Server and Microsoft Office Communicator clients
Nortel Multimedia Convergence Manager (MCM), a Nortel-provided software component that ensures the proper interoperability between the two systems (CS 1000 and Microsoft Live Communications Server) with respect to protocols, users, and phone numbers managed within the Microsoft Active Directory
Of these components, only the Nortel CS 1000 F/E for Remote Telephony Call Control, using SIP CTI, is applicable to SIP Contact Center. This feature introduces a new TR87 Control Enabled Class of Service for CS 1000 telsets. SIP CTI (TR87) Technical Recommendation number 87 (TR87) from the European Computer Manufacturer’s Association (ECMA) is a CTI standard supported on the CS 1000 Signaling Server and utilized by the SIP-enabled contact center. TR87 facilitates remote control of telephony functions such as Make Call, Answer Call, Release Call, Initiate Conference, Initiate Transfer, and Enter DTMF Digits. It does not support contact center functions such as Log on to ACD queue, Ready, Not Ready, or Activity Codes. Communication Control Toolkit Communication Control Toolkit (CCT) provides the application integration interface and development toolkit to support integration, control, and, optionally, creation of the Contact Center Agent Desktop user interface. CCT is mandatory in SIP Contact Center to support application specifics, such as Agent Logon, Ready, Not Ready, and Activity Codes. 22
Contact Center Manager
February 2007
SIP Contact Center switch integration
In non-SIP contact center installations, CCT leverages switch proprietary service providers or gateways to control telsets and other resources on the CS 1000 system (for example, the TAPI service provider, which leverages Meridian Link Services [MLS] or AML direct connections to CS 1000). In the case of CCT installation for SIP Contact Center, CCT connects only to the SIPenabled Contact Center Manager Server (through a new set of application programmer interfaces in Contact Center 6.0, referred to as the Contact Center Manager Framework). On behalf of CCT, SIP Contact Center generates SIP CTI events (TR87 control messages), which it directs to the CS 1000 system to execute telephony functions. Contact Center Agent Desktop The CCT compliant Contact Center Agent Desktop is an out of the box smart client that SIP Contact Center agents can use to perform contact-center-specific functions, such as Agent Logon and Logoff, Ready, Not Ready, and Activity Codes, as well as telephony control functions, such as Make Call or Answer Call. Media Application Server The Media Application Server (MAS) is leveraged by the SIP Contact Center for all aspects of customer-in-queue treatments (Tones, RAN, Music, and IVR). Callpilot, Meridian Mail, and other Nortel Media Servers are not supported by the SIP Contact Center in Contact Center 6.0. There is no MCS 5100 configuration associated with the MAS servers dedicated to the SIP Contact Center. The MAS is configured only through the Contact Center Manager Administrator.
SIP Contact Center Switch Guide
23
SIP Contact Center switch integration
Standard 3.0
Switch compatibility The following table defines the release support matrix for core switch components required for SIP Contact Center interoperability. Product name
Supported release
MCS 5100 Application Server
Release 3.0/3.5
MCS 5100 PC Client (multimedia) Release 3.0/3.5
24
MCS Media Application Server (MAS)
MAS 4.0 (MAS 9.2)
CS 1000 Call Server
Release 4.5
CS 1000 Signaling Server
Release 4.5
Contact Center Manager
Chapter 3
MCS 5100 configuration for SIP Contact Center In this chapter MCS 5100 configuration for SIP Contact Center interoperability
26
SIP domains
28
MCS 5100 configuration utilities and SIP Contact Center
29
MCS configuration steps
30
Routing CS 1000 calls to MCS CDNs
42
SIP Contact Center Switch Guide
25
MCS 5100 configuration for SIP Contact Center
Standard 3.0
MCS 5100 configuration for SIP Contact Center interoperability The primary role of the MCS 5100 in the SIP Contact Center solution is to act as the SIP proxy for inbound and outbound SIP contacts (for example, SIP sessions to agents). To support this functionality, the MCS 5100 also acts as the SIP Registrar and Location server for SIP Contact Center. For further details, see Appendix A, “SIP basics.” All SIP sessions to and from the SIP Contact Center pass through the MCS 5100, except SIP CTI (TR87) sessions. SIP CTI sessions originate and terminate directly between the SIP Contact Center and the Remote Call Control front-end application running on the CS 1000 Signaling Server. If SIP CTI sessions are accidentally routed to the MCS 5100, the MCS 5100 rejects them. When the MCS 5100 runs as the SIP Contact Center proxy, it performs three core functions:
It routes all inbound customer calls (voice and video) to the SIP Contact Center. The MCS 5100 resolves the SIP addresses of inbound contacts to specific SIP CDNs or routepoints on the SIP Contact Center and routes the contacts onto the SIP Contact Center accordingly as an inbound SIP session.
It routes SIP Contact Center calls, initiated by the SIP Contact Center, to the SIP address of target contact center agents. In Contact Center 6.0, contact center agents must be configured and running as Converged Desktop II users.
It maintains the Local SIP (Contact Center) Subscriber and link status.
In Contact Center 6.0, the SIP Contact Center mandates that a SIP proxy and registrar must be present (in other words, that MCS 5100 is present and operational). As part of the start-up operation, the SIP Contact Center validates that the MCS 5100 is present by verifying that a specialized subscriber, referred to as the Local SIP (Contact Center) Subscriber, exists and is operational on the MCS 5100. SIP Contact Center does this by initiating an automatic SIP registration against the Local SIP Subscriber. After the Local SIP Subscriber registration succeeds, the SIP Contact Center continues to refresh this 26
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registration periodically. If a Local SIP Subscriber registration fails, the SIP Contact Center identifies a link-down failure and continues to do so until the SIP registration eventually succeeds. No calls are accepted by the SIP Contact Center in this condition.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
SIP domains Although it is not mandatory, Nortel recommends that you configure all SIP addresses (CDNs, MAS addresses, and agents) that are utilized by the SIP Contact Center within the same SIP domain (username@domain-name). For example:
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[email protected]
[email protected]
[email protected]
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MCS 5100 configuration for SIP Contact Center
MCS 5100 configuration utilities and SIP Contact Center Configuration utilities for the MCS 5100 and the SIP Contact Center include the following:
MCP System Management Console—an installed client used to check system status, alarms, and miscellaneous operations, administration, and maintenance items (such as enable or disable MCS subsystem components or software upgrade management). Use the MCP System Management Console to configure the authentication method on the MCS 5100.
MCS Provisioning Client—a browser-based client used to administer the MCS 5100 system, including domains, gateways, numbering plan and route configuration, adding and removing users (subscribers), and defining subscriber class of service and service packages. You must use the MCS Provisioning Client to configure the following on the MCS 5100: creation of the contact center domains creation of the Local SIP Subscriber creation of suitable service packages for the Local SIP Subscriber and SIP Contact Center CDNs
MCS Personal Agent—a browser-based client used to administer individual MCS subscriber personal configuration options, including Personal Call Routing options, Picture ID, and voicemail server configuration.
Usage of the MCP System Management Console and the MCS Provisioning Client are mandatory for configuring the MCS 5100 to interoperate with the SIP Contact Center.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
MCS configuration steps The following sections describe the procedures to configure the MCS 5100 for SIP Contact Center.
Configuring SIP Contact Center as an MCS 5100 authorized node Before the SIP Contact Center can initiate any SIP transactions to the MCS 5100, you must add it to the authorized node address listing of the MCS 5100. Use the MCP System Management Console to perform this step. To configure SIP Contact Center as an MCS 5100 authorized node
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1
Log on to the MCP System Management Console.
2
Right-click on the relevant MCS Application Server.
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MCS 5100 configuration for SIP Contact Center
Select Modify (which can request that you first lock the server).
Result: The Query System.Sites.MgmtSite.Servers.AppSvr.Services window appears.
4
Click the Authentication tab.
5
Add the Contact Center Manager Server IP Address to the Authorized Node IP Address list. Do not change the Private Key or Nonce Interval values.
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MCS 5100 configuration for SIP Contact Center
6
Standard 3.0
Close the window.
Configuring the Contact Center domains Use the MCS Provisioning Client to configure the Contact Center domains. For more detailed information about using the MCS Provisioning Client, see the Provisioning Client User Guide. To configure the Contact Center domains
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1
Log on to the MCS Provisioning Client.
2
Select Domains > Add Domain.
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MCS 5100 configuration for SIP Contact Center
Create a new domain to be used for Contact Center CDNs and the Local SIP Subscriber. In the Name field, enter the domain name as configured on the CCMS SIP Server tab of the CCMS Setup Configuration Utility.
SIP Contact Center Subscriber
4
You can accept all parameters (default IPCM, Default MeetMe, Default UC, and Miscellaneous) as default.
5
Click Add.
Creating the MCS 5100 service package for the Contact Center Local SIP Subscriber and CDNs Use the MCS Provisioning Tool to create a dedicated service package for the Contact Center Local SIP Subscriber and CDNs. For example, create a service package called SIPCCSubscriber. Disable all services except Advanced Screening. MCS 5100 Advanced Screening can be utilized by CDNs to support contact center out of service conditions. Do not configure CDNs as Converged Desktop subscribers.
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MCS 5100 configuration for SIP Contact Center
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Standard 3.0
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MCS 5100 configuration for SIP Contact Center
Configuring the Local SIP Subscriber The Local SIP Subscriber is a contact center specialized subscriber that is configured on the MCS 5100. SIP Contact Center uses the Local SIP Subscriber to verify that the MCS 5100 is present and operational. Use the MCS Provisioning Client to configure the Local SIP Subscriber. To configure the Local SIP Subscriber 1
Log on to the MCS Provisioning Client.
2
Go to the relevant domain or subdomain and select Add User.
3
In the User Name box, type a user name. The User Name must match the Contact Center Name field on the SIP Server tab of the CCMS Server Setup Configuration Utility.
4
In the First Name box, type a first name.
5
In the Last Name box, type a last name. Tip: Assign any meaningful first and last name (not a SIP Contact Center dependency).
6
In the Password box, type a password.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
7
In the Confirm Password box, type the password again.
8
From the Service Package list, choose the service package created for the Local SIP Subscriber.
9
Do not configure an alias for the Local SIP Subscriber.
10
All other parameters can be left blank or at default.
11
Click Save.
12
If you configure the Local SIP Subscriber after the Contact Center Manager installation, restart SIP Contact Center.
Do not use the Local SIP Subscriber for routing calls to the SIP-enabled Contact Center server. If calls are routed using the Local SIP Subscriber, no call processing occurs. That is, calls do not get answered or receive any treatment. MCS Personal Agent configuration can be performed, which sets up a routing rule that rejects all inbound calls to the Local SIP Subscriber and replies with an instant message identifying that the Local SIP Subscriber is not a dialable number.
Configuring SIP CDNs This section identifies how CDNs are configured. To accept incoming SIP contacts, you must configure the SIP Contact Center to act as a SIP Termination Endpoint. The Contact Center Manager Server supports configuration of CDNs as routepoints, through Contact Center Manager Administration, with SIP properties (SIP URI for example, [email protected]). The equivalent CDNs must also be configured on the SIP Proxy/Registrar infrastructure (in this case, the MCS 5100), as all contact center calls are routed through the SIP infrastructure. Contact Center Manager Server must be aware of the SIP addresses of its CDNs for three primary reasons:
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to register the CDN with the MCS 5100 Proxy and announce its availability for service and its physical service IP address (that is, the Contact Center Manager Server IP address)
to match incoming SIP invites to determine which CDN and associated service is being requested. This must support SIP: address resolution, where the originating party enters the SIP: address of the CDN (for Contact Center Manager
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MCS 5100 configuration for SIP Contact Center
example, using an MCS 5100 PC Client) as well as directory number (DN) address resolution, where the customer makes a telset call from CS 1000.
to resolve dialed numbers during Agent Conference or Transfer to a CDN
The following steps are mandatory for creation of SIP CDNs and are in the suggested sequence:
CDN creation using the MCS 5100 Provisioning Client
CDN creating using CCMA
Depending on customer solution requirements, configuration of CS 1000 and MCS 5100 SIP trunking and numbering plan information to support non SIPenabled customer dial access (such as analog telset for voice-only service) can also be required. Creating an MCS 5100 CDN Subscriber Complete the following steps to create a CDN on the MCS 5100. 1
Log on to the MCS Provisioning Client.
2
Go to the relevant domain or subdomain and select Add User.
3
In the User Name box, type a user name (for example, if you want to add [email protected], assign support to the User Name).
4
In the First Name and Last Name boxes, type a meaningful first and last name (for example, assign CDN to the First Name and 2004 to the Last Name).
5
In the Password box, type the password for the Local SIP Subscriber, as previously configured on the Contact Center Manager Server (from Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration > Sip Server).
6
Assign the Service Package as used for the Local SIP Contact Center Subscriber (for example, SIPCCSubscriber; assume this service package to be identical to SIPCCSubscriber as previously discussed).
7
Configure the Class of Service (COS) so that interdomain dialing can be supported as required. COS screens and restricts users from accessing certain telephony routes within a domain and subdomain. A CDN
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
subscriber must be capable of dialing out to contact center agents to whom it offers contact center calls. Tip: If Queue to Agent scripting commands result in failed attempts to offer a SIP Contact Center call to an agent, confirm that the COS is valid, particularly where the agent and CDN are configured in different SIP domains. 8
Private Charge ID must be set to the location code plus the numeric alias of this user. This location code must not be used by any CS 1000 on the network and must be the same for all CDN subscribers configured for a given Contact Center Manager Server. It is the same location code as referred to in the Aliases section. This value is also set on the Contact Center Manager Server in the Server Setup Configuration Utility as the Call ID Prefix.
9
Click Save.
MCS 5100 aliases As well as alphanumeric SIP addresses, each subscriber can have multiple aliases on the MCS 5100, which can be used to establish a session with the subscriber. Use aliases to equate a particular subscriber with a dialable DN in cases where the MCS 5100 supports trunking to a public switched telephone network (PSTN) gateway or, as in the case of the SIP Contact Center installation, to the CS 1000. Providing a properly chosen alias here lets the CS 1000 terminate calls at MCS users. With reference to Universal Dialing Plan (UDP) and Coordinated Dialing Plan (CDP) configuration, to make any MCS subscriber DN dialable from the CS 1000, any user (CD or not) on MCS must have an alias defined in the form of PNI + HLOC + DN, regardless of whether CDP or UDP is used for intrasite dialing. Pretranslation of the MCS gateway route transforms a CDP or UDP dialed number to consistently take this form for user matching. For this example, assume the PNI is 00001 and the LOC is 550 (these must be configured on the CS 1000). For the customer dialing (AC1 + 5502004) on the CS 1000 to access the CDN [email protected], the MCS subscriber [email protected] must have an alias of the form: PNI (00001) + HLOC (550) + DN (2004)
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MCS 5100 configuration for SIP Contact Center
Configuring CDNs using CCMA Name, Number, and URI must be carefully selected for maximum flexibility of dialing. Nortel recommends that:
the Name equals the CDN as it is dialed from CS 1000 using UDP dialing
the Number equals the CDN as it is dialed from CS 1000 using CDP dialing
the URI equals the CDN as it is dialed from a SIP-only user agent (such as the MCS PC Client) and must correspond to the SIP URI configured on the MCS proxy/registrar for this CDN user (must include the SIP prefix, user name@domain name)
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
Names, Numbers, and URIs must be unique. The Name is used to uniquely identify the CDN in Contact Center Manager Server reports. If CDP or UDP dialing is not required, you can use other values for the Name. For example, use a textual description for the Name and a CDP or UDP number for the Number. Note: At this time, SIP Contact Center only supports local (non-networked) call types. Acquiring the CDN induces SIP Contact Center to REGISTER the CDN with the MCS 5100. The CDN must be configured on the MCS 5100 for the REGISTER operation to succeed. In the following diagram, sip:[email protected] is configured with a CDPdialable number of 2004 and a UDP dialable number of 5502004.
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MCS 5100 configuration for SIP Contact Center
At this point, the CDN can be acquired in Contact Center Manager Administration and calls that terminate on the MCS (not through CS 1000) can be controlled by Contact Center Manager Server. Routing calls from the CS 1000 to this CDN requires further configuration.
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
Routing CS 1000 calls to MCS CDNs You must perform additional configuration to have CS 1000 calls terminate on the CDN addresses in MCS. This configuration involves:
either configuring a Distance Steering Code (DSC) to reserve a range of CDN numbers for CDP dialing (for example, 2000-2099) or configuring a Location Code (LOC) for UDP dialing of the same CDNs
assuming that Converged Desktop is configured and working (see “CS 1000 SIP trunk configuration” on page 63), a Route List Block (RLB) is in place to select the SIP trunk that routes calls to MCS. Reuse this RLB.
Contact Center Manager Server supports 750 CDNs.
CDP dialing (Distance Steering Code) In the example shown in the following table, DNs in the range 2000-2099 are reserved.
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Command/ Prompt
Command/User responses
REQ
new
Create a new Distance Steering Code
TYPE
dsc
Distance Steering Code
DSC
20
Covers the range 2000-2099
FLEN
4
Four-digit DNs
RLI
The RLB configured for CD2
Description
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MCS 5100 configuration for SIP Contact Center
UDP dialing (Location Code) In the example shown in the following table, dialing with an access code and location code is supported. Command/ Prompt
Command/User responses
Description
REQ
new
Create a new location code
FEAT
net
Networking feature
TRAN
Whichever AC is assigned for ESN dialing
TYPE
loc
Location Code
LOC
550
AC + 550 + XXXX dialing
FLEN
7
Seven digits excluding the AC
RLI
The RLB configured for CD2
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MCS 5100 configuration for SIP Contact Center
Standard 3.0
NRS configuration You must also configure the CS 1000 Network Routing Service (NRS) to map this CDP dial plan entry to the correct SIP phone context. The SIP phone context is a string or SIP Header that is added to the outgoing INVITE to MCS 5100 from the CS 1000. The MCS 5100 uses this string to locate the correct Telephony Route Listing so that it can resolve the number dialed to a specific domain and user. On the NRS Standby DB view, select Routing Entries and add a new CDP or UDP entry for the MCS Gateway Endpoint (originally configured for the Converged Desktop). The following screenshot shows a CDP entry for 20xx DNs and a UDP entry for 550, matching the call server configuration in the previous step.
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MCS 5100 configuration for SIP Contact Center
MCS 5100 configuration–CDP example The final step in this configuration is to translate the DN coming from the CS 1000 to the alias defined in the CDN user’s MCS configuration. Use Telephony Routes to complete this configuration. 1
Log on to the MCS Provisioning Client.
2
Select Domains >
3
Create a new route with a Route Type of Private.
4
Define the range of digits and number of digits expected.
5
Define the translation that converts these numbers from a CDP or UDP number to an alias of the form PNI + LOC + DN. For UDP, this usually means removing the access code and inserting the PNI. For CDP, this means inserting the PNI and location code.
The following diagram shows the two Telephony Routes in addition to those added for Converged Desktop (a private UDP route and a private CDP route).
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MCS 5100 configuration for SIP Contact Center
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Standard 3.0
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MCS 5100 configuration for SIP Contact Center
Using the MCS 5100 Dialing Plan translation verification tool Use the translation tool to verify that a call is provisioned correctly. 1
Log on to the MCS Provisioning Client.
1
Click Domains.
2
Under the domain or subdomain, click Telephony Routes > Translation Tool.
3
In the Request URI field, enter a number to call using the format
4
In the To field, enter the same name as in the Request URI field or leave it blank.
5
In the From field, enter the calling person’s number using one of the following formats:
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MCS 5100 configuration for SIP Contact Center
6
Standard 3.0
Click Execute. Result: A window appears and lists the translation (read only) verification results. Tip: If the window displays some or all null fields, the route is misprovisioned and must be provisioned again.
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Contact Center Manager
Chapter 4
Agent and Converged Desktop configuration In this chapter Overview
50
Agent Desktop
51
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100)
52
Desktop configuration steps
60
Personal Agent MCS 5100 configuration options
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Agent and Converged Desktop configuration
Standard 3.0
Overview This chapter provides a description of the Converged Desktop for the SIP Contact Center, as well as details about the following tasks:
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agent and supervisor configuration on Contact Center Manager Administration
agent configuration on Communication Control Toolkit
Converged Desktop PC Client configuration
SIP trunk configuration on CS 1000
Converged Desktop configuration on CS 1000
MCS configuration
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Agent Desktop Generically, the functions supporting the Agent Desktop for SIP Contact Center require the following:
a SIP-addressable media-termination device to terminate and originate media such as voice, video, and instant messaging sessions to and from the agent
an Agent User Interface to generate contact center application-specific requests such as Agent Logon, Ready and Not Ready status, or Activity Codes. This user interface also supports a means for controlling the media termination device (Answer Call, Conference, Transfer). The mechanism to support this control for the SIP Contact Center is to use the ECMA323 TR87 SIP CTI specification (www.ecma-international.org).
an Agent/Supervisor User Interface to generate contact center applicationspecific requests such as Agent Observe or Barge-In
an Agent/Supervisor User Interface to display, in real time, the call status of agents for whom the supervisor is responsible
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Agent and Converged Desktop configuration
Standard 3.0
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100) Due to the requirement to support TR87 level desktop set control, the chosen Agent Desktop solution is Converged Desktop. The Converged Desktop mandates an infrastructure that includes:
CS 1000 Release 4.5 Call Server
CS 1000 Release 4.5 Signaling Server
NRS (coresident with Signaling Server or otherwise)
MCS 5100 Release 3.0/3.5
The CS 1000/MCS 5100 combination also acts as a SIP protocol gateway, transferring or redirecting calls to the SIP Contact Center. Customers dialing in can 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. The following sections define the desktop solution for the Enterprise version of SIP Contact Center, which integrates with the CS 1000/MCS 5100.
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Contact Center Manager Server Contact Center Manager Server stores the agent configuration for SIP CTI (TR87) support that is used by the SIP Service Provider, which originates and terminates SIP CTI messages for the user. Communication Control Toolkit server The Communication Control Toolkit (CCT) server provides the CTI middleware and open API for the Agent Desktop and CTI applications. This includes the existing CCT OA&M, which is used to configure SIP CTI-enabled users. In the SIP Contact Center, Communication Control Toolkit is co-resident with Contact Center Manager Server. Contact Center Agent Desktop The Contact Center Agent Desktop is the Nortel agent desktop built using the CCT API. The Contact Center Agent Desktop communicates with the CCT server by way of secure .NET remote transport. The Contact Center Agent Desktop sends requests to the Contact Center Manager Server by way of CCT for both contact center application specifics (such as Agent Logon) and for call-control requests (such as Answer Call).
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Agent and Converged Desktop configuration
Standard 3.0
Contact Center Agent Desktop and Contact Center Manager Server communicate through CCT. The contact center application-specific events are terminated and utilized solely by Contact Center Manager Server. Call control of the desktop CS 1000 set is by TR87 messaging, transported over SIP from the Contact Center Manager Server. MCS 5100 Proxy/Registrar The MCS 5100 SIP Proxy is the application adjunct for CS 1000 and provides the multimedia applications overlay for CS 1000 Converged Desktop users. The SIP Proxy is leveraged for two main purposes in the SIP Contact Center solution:
as an application adjunct for Converged Desktop, supporting video, instant messaging, and presence. The MCS 5100 communicates through SIP with the Contact Center Manager Server, the CS 1000 Signaling server, and the PC Client. MCS 5100 acts as the SIP Proxy for all SIP messaging between Contact Center Manager Server, CS 1000, and the PC Client (except MAS call control messages, which go directly from the Contact Center Manager Server to the MAS).
to register the routepoint addresses as configured in Chapter 3, “MCS 5100 configuration for SIP Contact Center.”
CS 1000 CS 1000 is the call server that supports the agent desktop sets (for example, i2004 sets or any SIP TR87 addressable sets) that provide the voice support aspects of the Converged Desktop. The desktop set is not an ACD set. Nortel Converged Desktop TR87 controllable solution The Agent Desktop uses the Converged Desktop for the CS 1000/MCS 5100 hosted SIP Contact Center. Using the SIP converged desktop services for CS 1000, users have the feature convergence of the MCS 5100 and the CS 1000. The MCS 5100 acts as an application adjunct and application overlay to the CS 1000 call server, letting agents access both the multimedia features on MCS and the business-grade telephony features on the CS 1000. 54
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Agent and Converged Desktop configuration
The combination of the Converged Desktop Set and the Converged Desktop PC Client constitute the Nortel Converged Desktop solution. Converged Desktop Set The Converged Desktop Set is a standard CS 1000 desktop set (for example, i2004), configured to support Converged Services. For SIP Contact Center, the set must additionally be configured to support SIP TR 87 CTI control. In converged mode, the set is known as the Preferred Audio Device (PAD). The PAD provides all standard CS 1000 business-grade telephony features to the user. Communication between the PAD and the CS 1000 is by way of Unified Networks IP Stimulus (UNIStim) messaging to the Terminal Proxy server running on the CS 1000 Signaling server component. The PAD is the audio termination device for all calls. ACD features of the CS 1000 are not used and not configured on the PAD (for example, the ACD key 0 or the NRDY key are not configured). The Contact Center Agent Desktop provides all contact center and ACD-related features. TR87messages are associated with the PAD and TR87 services control the PAD.
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Agent and Converged Desktop configuration
Standard 3.0
Converged Desktop PC Client The Converged Desktop PC Client is the MCS PC Client. The PC Client provides all multimedia features for the converged user (video, instant messaging, Webpush, application sharing) The converged PC Client is a slave to the PAD. All call control, call initiation, answering calls, and initiating conference or transfer functions are carried out by the PAD. The PC Client provides only the multimedia features and does not act as the audio termination device. The PC Client and the MCS communicate through SIP. You must select Converged Desktop Mode in the User Profile Settings configuration screen on the PC Client, as shown in the following diagram.
The title bar indicates when the PC Client is running in converged mode, as illustrated in the following screenshots.
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Agent and Converged Desktop configuration
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Agent and Converged Desktop configuration
Standard 3.0
SIP CTI (TR87) control To integrate and support the control of the Converged Desktop by the Contact Center Agent Desktop, the Converged Desktop Set (PAD) must also be controllable through SIP CTI (TR87). The CS 1000 TR87 support feature proposes to address PADs by way of a unique TR87 SIP address, based on the DN of the line key. When the Contact Center Manager Server initiates TR87 control or monitoring of a PAD, it must know the TR87 address of the PAD line key of the CD. For the SIP Contact Center, every agent has a predefined TR87 SIP address configured in the Agent Configuration screen in Contact Center Manager Administration. TR87 enables control of any SIP user agent that supports the TR87 specification. The CS 1000 Signaling server acts as the terminating UA for SIP TR87 control messages. The Signaling server then controls the CD set through UNIStim messaging. Nortel Converged Desktop restrictions for SIP Contact Center SIP Contact Center imposes the additional complexity on Converged Desktop that the CS 1000 telset (the PAD) must also be controllable by SIP CTI (TR87). The associated restrictions of this architecture are as follows:
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Running the PC Client in stand-alone mode is not supported for agents in SIP Contact Center. Only converged mode is supported.
When running in converged mode, the MCS PC Client is a slave to the CS 1000 voice terminal, reacting to call events on that terminal.
In converged mode, the PC Client does not allow the user to answer the call, initiate Transfer or Conference, or redirect or reject the call. These functions are controlled by the CS 1000 converged telset.
A user can originate a call from the PC Client in converged mode, but this is a click-to-call-type application and is supported by using the Contact Center Agent Desktop.
Converged desktop CS 1000 sets do not support ACD functionality. Therefore, contact center features such as Agent Logon, Logoff, Ready, or Not Ready are provided by the Contact Center Agent Desktop. This is keeping with the openness strategy of SIP Contact Center where, ultimately, the agent’s media termination device is unaware of the fact that it is operating in a contact center application.
The Nortel Converged Desktop solution supports only a Single Line Key (only one line key on the PAD can be uniquely associated with an MCS Contact Center Manager
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Agent and Converged Desktop configuration
user). This means that, by default, the SIP Contact Center only lets the agent control and monitor a single line key by means of the Contact Center Agent Desktop.
While the SIP Contact Center allows the agent to use the Contact Center Agent Desktop to initiate telephony functions on the Converged Desktop TR87 controlled solution without a mandatory logon to the contact center (such as Knowledge Worker functions), it requires enablement of the CS 1000 Virtual Office features on the CS 1000 to support hot desking (the CS 1000 TR87 address is DN based and is exclusively tied to the agent) or shift worker reuse of the same telset. If the Agent Desktop is a pure SIP client, supporting TR87, the Virtual Office feature is an integral part of the SIP dynamic-registration process.
A second DN key can be configured on the CS 1000 telset, but the SIP Contact Center does not acknowledge its existence and it is not controllable by the Contact Center Agent Desktop.
Some restrictions exist around automatic video startup on the Converged Desktop. SIP Contact Center calls offered to the agent do not support autostart of video. The agent must manually start video. Subsequent transfer or conference initiations to other agents in the contact center require that those agents manually restart the video.
The feature restriction implications of the Single Line Key include: restrictions on Call Presentation Class support for Personal Call OnHold Contact Center Call Offer potential restrictions on the nature of consultive Conference and Transfer initiation
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Agent and Converged Desktop configuration
Standard 3.0
Desktop configuration steps The following sections identify the configuration steps for the Nortel SIP Contact Center solution.
Contact Center Manager Administration—agent configuration Core agent configuration on Contact Center Manager Administration has been enhanced as follows:
The key enhancements for the SIP Contact Center include:
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addition of a new mandatory property, SIP URI, the agent’s SIP address as configured on the target SIP server (MCS 5100 subscriber information). This field also exists for supervisor/agent and supervisor properties. When
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Agent and Converged Desktop configuration
this value is saved for an agent or supervisor, it cannot be modified without making the appropriate change to the user on the SIP server (MCS 5100).
addition of a second property for SIP CTI (TR87) control, the SIP Terminal, which is dedicated to this agent. In the case of Nortel integration, the SIP Terminal must align with the CS 1000 DN plus Signaling server domain per CS 1000 configuration. From a SIP Contact Center perspective, the SIP Terminal address needs to be a unique string.
In addition, the following changes apply to the Agent Supervisor screen:
Phoneset Login ID has been changed to Login ID. Its contents are a series of digits.
Personal DN is no longer required as the SIP Terminal DN provides the equivalent replacement parameter.
A new section is provided to select the agent’s supported Contact Types. The valid choices are voice and video. Selecting these contact types determines the choice of skillsets an agent can be assigned to and the types of contacts that agent can service.
Contact Center Manager Administration—agent to supervisor association configuration Additional changes have been made in the Agent Information screen. Use this screen to associate an agent with a primary supervisor. This configuration also applies for supervisor/agent properties but not for supervisors. The Agent Key field has been removed from the display. Previously, this field identified a physical key on a supervisor’s telset on which the agent could be contacted directly but it no longer applies. Agent status functionality is provided by the Contact Center Agent Real Time displays or by SIP Presence on the Converged PC Client User Interface.
Contact Center Manager Administration—Supervisor Information Previously, the Supervisor Information section identified the Supervisor’s fixed set address against which agents invoked Call Supervisor or Emergency functionality.
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Agent and Converged Desktop configuration
Standard 3.0
This information is not required in the SIP Contact Center solution. Instead, the agent invokes Call Supervisor by clicking the Call Supervisor button on the Contact Center Agent Desktop (with no requirement for configuration).
Communication Control Toolkit configuration When an agent logs on to the Contact Center Agent Desktop, or before log on time when an agent wants to use knowledge worker CTI functions from the Agent Desktop, CCT must be able to associate the Agent Desktop instance with the agent’s Converged TR87 controllable desktop. For SIP Contact Center, instead of the traditional methodology of configuring DNs (line configuration) and TNs against the user profile, configure a Login ID instead (identical to the agent log on ID). This methodology is also employed for the Open Queue/Contact Center Multimedia integration as part of the Contact Center Multimedia Integration program. This means that to use SIP CTI (TR87) controlled telsets, a CCT subscriber must:
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be configured as an agent or supervisor on Contact Center Manager Server in Contact Center Manager Administration
be configured as a Contact Center User on CCT
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Agent and Converged Desktop configuration
The user does not have to log on to the contact center to invoke Agent Desktop/ CCT functionality. Therefore, there are no licensing implications on Contact Center Manager Server.
Agent Converged Desktop PC Client configuration This section discusses an overview of how to configure Converged Desktop on CS 1000 and SIP trunking from CS 1000 to MCS. You must configure SIP trunking for Converged Desktop, as this is the only SIP signaling interface between CS 1000 and MCS. For more detailed information, see the FTR302 Converged Desktop Provisioning Guide and SIP Gateway and Services Feature Specification.
CS 1000 SIP trunk configuration The steps involved in configuring SIP trunking on CS 1000 are:
Configure D-channel in LD 17.
Configure Route in LD 16.
Configure Super Loop in LD 97
Configure Trunk Units in LD 14.
The relevant overlays and configuration items for D-channel are shown in the following table. Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
ADAN
All input/output devices (includes D-channels)
ADAN
new DCH dch#
New DCH
CTYP
DCIP
IP DCH
IFC
SL1
Interface type for D-channel (Meridian SL-1)
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Prompts
Responses
Descriptions
ISLM
0-(1792)-4000
The maximum number of trunk allowed per D-channel. This number can be as many as 4000 if DCH is an IP channel. In overlay configuration, this prompt defaults to 1792 if you do not enter anything. You can choose to enter 4000; however, at this time, only 1792 trunks are supported.
The following table shows the relevant overlays and configuration items for Route configuration.
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Prompts
Responses
Description
REQ
CHG/NEW
Change or new
TYPE
RDB
Route datablock
CUST
0
Customer
ROUT
route number
Route number
TKTP
TIE
Trunk type is tie
VTRK
Yes
Define as virtual trunk
ZONE
zone#
Zone number
PCID
SIP
Define it as a SIP route
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Prompts
Responses
Description
CDSR
Yes, (No)
Converged Desktop Service Route. This prompt only shows when this is a SIP route. This route implies that any call coming in through this route terminating to a converged desktop should not be looped back (to MX). This prompt does not affect operation on any calls other than the call terminates to a converged desktop.
CRID
Yes, (No)
New CDR record (for SIP) to include correlation ID. When enabled, the fourth line is included in the CDR (new) record. This prompt only appears if it is a SIP VTRK (VTRK is Yes and PCID is SIP) and CDR is turned on for this route.
NODE
node#
Node Id of Signaling server
ISDN
Yes
Enable ISDN
MODE
ISLD
Route uses ISDN Signaling Link (ISL)
DCH
dch number
corresponding DCH number
IFC
SL1
Interface type Meridian SL-1
ICOG
IAO
Incoming and Outgoing
ACOD
access code
Access code for the trunk route
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The following table shows the relevant overlays and configuration items for Super Loop configuration. Prompts
Responses
Description
REQ
CHG
CHG
TYPE
SUPL
Super Loop
SUPL
loop#
Super Loop number, starts with a v and the number is a multiple of four (for example, v96)
The following table shows the relevant overlays and configuration items for Trunk Unit configuration. Prompts
Responses
Description
REQ
NEW/CHG
New or change
TYPE
IPTI
Change trunk type for IP Trunks (new in Rls. 26)
TN
tn
TN of the tie unit, use VTN
XTRK
VTRK
Virtual trunk
CUST
cust#
Customer
RTMB
route# unit#
Route number and the member number
CHID
chid
Channel ID
STRI
imm
Immediate
STRO
imm
Immediate
CS 1000 Converged Desktop configuration The steps to configure a Converged Desktop user on CS 1000 are: 66
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configure AML link for TR87
configure AML link for Converged Desktop
configure Value Added Server (VAS) ID for TR87 (LD 17)
configure VAS ID for Converged Desktop (LD 17)
configure ACD DN (LD 23)
configure CDN (LD 23)
configure Service DN (LD 90)
configure Personal Call Assistant (PCA) (LD 11)
configure converged phone
configure TR87 enablement
The implementation of Converged Desktop on CS 1000 is built on AML, CDNs, ACD DNs, and so on. However, Converged Desktop does not use these in a contact center or ACD application. In other words, SIP Contact Center does not require ACD features on the CS 1000; however, the Converged Desktop does. Both TR87 and Converged Desktop on CS 1000 require separate AML links and VAS IDs to be configured. Configure the VAS ID for Converged Desktop as follows: SECU = NO Configure the VAS ID for TR87 as follows: SECU = YES You must configure two AML links. The following table shows the relevant overlays and configuration items for AML link (LD 17). Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
ADAN
ADAN
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Prompts
Responses
Descriptions
ADAN
new elan#
New AML link, the link is an ELAN type. The link number is between 32 and 47 (inclusive) on small systems and between 32 and 127 (inclusive) on large systems. AML link number within the preceding range implies that the transport is over TCP/RUDP link.
CTYP
ELAN
Card type: ELAN
You must configure two VAS IDs. The following table shows the relevant overlays and configuration items for VAS (LD 17).
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Prompts
Responses
Descriptions
REQ
CHG
Change
TYPE
VAS
Value added server
VAS
New
New
VSID
vas#
VAS ID, ranges from 32 and 47 (inclusive) on small systems and from 32 and 127 (inclusive) on large systems
ELAN
link#
AML ELAN link number, matches the number provisioned in the last step
SECU
YES/NO
Configure the VAS ID for TR87 as SECU = YES. Configure the VAS ID for Converged Desktop as SECU = NO.
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The following table shows the relevant overlays and configuration items for ACD DNs (LD 23). Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
ACD
ACD
CUST
cust#
Customer number
ACDN
DN
ACD DN
The following table shows the relevant overlays and configuration items for CDNs (LD 23). Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
CDN
CDN
CUST
cust#
Customer number
CDSQ
(NO), YES
If this CDN queue is used for converged desktop service
DFDN
ACDDN
ACD DN configured in previous step
CNTL
YES
In controlled mode
VSID
vas#
VAS number
The following table shows the relevant overlays and configuration items for the Service DN (LD 90). Prompts
Responses
Descriptions
REQ
NEW
New
CUST
custno
Customer number
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Prompts
Responses
Descriptions
FEAT
NET
Net data
TRAN
AC1
AC1
TYPE
SPN
Configure the CDS service DN as an SPN and point it to a SIP trunk. This number is only internal between CS and Signaling server, for reserving the VTRK when routing the terminating CD call out to MCS 5100
SPN
DN#
The same DN number must be used in the config.ini file in the ServiceDN field on the Signaling server
FLEN
dnLen
The exact length of this DN number
RLI
RLI#
Point this number to the SIP VTRK
The following table shows the relevant overlays and configuration items for the PCA (LD 11).
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Prompts
Responses
Descriptions
REQ
NEW
New
TYPE
PCA
PCA
TN
lscu
Terminal TN
CUST
cust#
Customer number
KEY
0 ACD acddn ccc zzz
ACD key
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Prompts
Responses
Descriptions
KEY
2 SCR/MCR/SCN/ DN key to be used for originating MCN dn# a call from this agent
The following table shows the relevant overlays and configuration items for the Converged Desktop user (LD 10, 11). Prompts
Responses
Descriptions
REQ
NEW
New TN
TYPE
setTYPE
Terminal type
TN
lscu
Terminal TN
CUST
cust#
Customer number
AST
key#
The key number of the DN key to be controlled by TR87
CLS
CDMV
Converged Desktop Multimedia/ Video
T87A
TR87 allowed CSDN ATTENTION
CDN#
Converged Desktop Service DN
If the agents are required to have voice mail, you must set the call forward time-out interval to a value greater than the return to queue value set for the agents’ call presentation class. The time-out interval is set as one of three possible number of rings in overlay 15 (CFNO-2) and selected per agent in overlay 11 (RCO).
MCS configuration The steps and the relevant configuration items involved in MCS configuration are:
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Create a gateway.
Create a gateway route.
Create a trunk group.
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Create a telephony route.
Change the default parameters for the telephony route.
Create a Class of Service.
Create a telephony route list.
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Configure users.
Configure user Converged Desktop properties.
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Personal Agent MCS 5100 configuration options The final step for configuring agents is to set a rule in the agent’s personal routing. By default, an agent’s set only rings for a fixed period of approximately 18 seconds before MCS retrieves the call and rejects it on behalf of the agent. This behavior is incompatible with the Agent Call Presentation services of Contact Center. If this route remains in place, the Call Presentation class defined for an agent in CCMA cannot work correctly. Therefore, you must define a personal agent route. Use the following procedure to define a personal agent route.
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Agent and Converged Desktop configuration
1
Log on to the MCS PC Client.
2
From the Tools menu, select Show Routes.
Standard 3.0
Result: The List of Routes window appears.
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3
Agent and Converged Desktop configuration
Click New. Result: The Route Wizard: Initiate action window appears.
4
Select When a call is received, and then click Next. Result: The Route Wizard: Conditions window appears.
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5
Do not select any filter. Use the default When a call is received from anyone.
6
Click Next. Result: The Route Wizard: Actions window appears.
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7
Select Ring my devices in the following ordered lists, and then select Ring THESE NUMBERS first in my list.
8
Click THESE NUMBERS, which is highlighted in blue. Result: The Select Information dialog box appears.
9
Select the Ring these telephone numbers check box.
10
From the Ring these telephone numbers list, choose Forever.
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11
Under Type, choose My client. The Phone # or address field can be filled in automatically when the My client option is selected. If not, manually type in the address.
12
Click OK. Result: The Select information dialog box closes.
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13
Agent and Converged Desktop configuration
On the Route Wizard window, click Next. Result: The Route Wizard: Exceptions window appears.
14
If any exceptions are required, enter the appropriate numbers from the various distribution lists, and then click Next. If no exceptions are required, click Next. Result: The Route Wizard: Finish window appears.
15
In the Complete this route by providing a name field, type a suitable name for the route (for example, LetRingForever).
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16
Select the Make route active checkbox.
17
Click Save.
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Chapter 5
Hot desking—Virtual Office support In this chapter Overview
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Configuring Virtual Office
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Hot desking—Virtual Office support
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Overview The CSE 1000 Release 2.0 Virtual Office provides a call service to travelling users who want to use a different physical IT phone. Users log on using their DN and an SCPW and receive the features of their home office IT phone. After users log off the IT phone, the features that were transferred to that phone are removed.
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Configuring Virtual Office ATTENTION
For the purposes of this configuration, host set refers to the IP set onto which the user logs on in order to attain the attributes of the remote set. Remote set refers to the IP set who’s attributes are accessible to the host set after the host set has logged on.
To configure Virtual Office, the following requirements must be met:
Packages 382 and 387 must be equipped.
The remote IP set must have an SCPW configured in LD 11 (SCPL must be set in LD 15 [FFC] to enable the SCPW prompt).
The Remote Call Server must have CLS VOUA configured in LD 11.
The Host Call Server must have CLS VOLA configured in LD 11 (default).
You must have working IP peer configuration and know how to dial the remote set from the host set.
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Virtual Office operation Virtual Office Remote Logon Use the following procedure to log on to Virtual Office remotely. 1
On the phoneset, click the Applications button.
2
From the menu, select Virtual Office.
3
In the Enter User ID prompt, enter the dialable DN of the target remote set (the set you want to become).
4
In the Enter Password prompt, enter the SCPW of the target remote set. Result: If successful, the host set resets and comes back online with the features of the remote IP set, including the DN, autodial numbers, feature keys, and voice mail indication and access.
Note: When a user logs on at a host set, the remote set is logged out and available to others. While logged on at the host site, set options (such as language, contrast, and ring type) are as programmed on the remote physical phone. Codec selection is based on the zone properties of the home phone.
Virtual Office Remote Logoff To log off of Virtual Office: From the options menu, select Virtual Office Logout.
Automatic logout at midnight can be selected as a configuration item. After the user logs off, the features that were transferred to that phone are removed.
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Chapter 6
Media processing services In this chapter CCMS configuration and operation as Media Services workflow control
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CCMS configuration and operation as Media Services workflow control CCMS, when configured for SIP, acts as a Media Services control point for the Media Application Server farm. To invoke and control Media Services, CCMS originates SIP sessions to the SIP Media server farm. The interoperability protocol used between Contact Center Manager Server and the MAS (through the SIP Proxy/Location server) is based on NetAnn, upon which the MCS MAS is loosely based. The following diagram shows the proposed CCMS to Media server integration.
Media servers can be statically configured IP addresses with associated Media Service addresses. CCMS performs a basic load balancing schema. Media servers can be remotely targeted through proxy resolution of the invoked Media Service SIP address.
The role of the Media server The Media server acts as the termination and origination point of RTP streams between the customer, media treatments, and eventually, the agent. 88
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MAS Services are, in effect, SIP addresses. The contact center invokes the following MAS services throughout the life 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 unmute legs to support supervisor features such as Observe, Whisper, and Barge In ability to transfer DTMF digits across the conference (DTMF Relay) from the customer to the IVR service, which can be added to the conference for Play Prompt and Collect Digits type services ability to identify (through propriety header) when a supervisor joins a call and, through MAS install time configuration, either play a periodic observation tone to all on the call or play no tone
Treatments Service—This service provides the tones that CCMS invokes throughout the life of the call (for example, Ringback, Busy). All tones for the contact center call (including initial Ringback) originate from this Media service under control of CCMS. This ensures consistency in tone frequency and volume throughout the call. Tones can be internationalized on the Media server by means of a Locale Header. However, it has yet to be confirmed if this is to be deployed and supported, pending resolution of the Media server delivery vehicle in the first SIP Contact Center release. Set the Locale Header on CCMS using the Contact Center Configuration Utility. It is also set on the MAS at the time of installation, but gives preference to the CCMS default configuration.
Announcement Service for RAN—This service can also be internationalized through the Locale Header. RAN files can be .wav files for audio or .avi files for video. You must specify the full RAN filename as the Route Name when configuring the RAN Route Number in CCMA.
IVR Service—This service consists of canned IVR for Play Prompt and Collect Digits. These services are voiceXML dialogs.
Multimedia Treatment Services—These services consist of canned services for Webpush and Instant Message (IM) treatments. These services are voiceXML dialogs that use the MCS 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-based
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kiosks where the customer interface is an MCS client any solution where the customer client interface is interoperable with MCS instant messaging
Each of the MAS services has a unique SIP address.
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MAS configuration The MAS does not SIP Register its services dynamically with SIP-Contact Center. Instead, each Media server is statically configured through Contact Center Manager Administration and the services CCMA supports are deployed against it. Each MAS service has a unique SIP address. Step 1: Addition of the Media server in Contact Center Manager Administration Use the following fields to configure the MAS on Contact Center Administration.
Name—alphanumeric string to internally identify the MAS within Contact Center Manager Server
IP Address—statically configured
SIP Transport Port Number
Transport Type—UDP/TCP (default)
Media Server Type (Nortel MAS/other)—this is used internally in Contact Center Manager Server to enumerate the port capacity of the Media server. Selecting another option results in default handling (that is, issue the Media Service to the next logical device on the list with no checking on port usage). Offer the session to the next logical device on failure.
Enable/Disable when checkbox—This needs to be expanded to have an Enable/Disable when idle option.
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Step 2: Association of Media Services with the MAS pool The next step is to associate Media Services with the previously configured MAS boxes. The following services must be available by default:
Dialog—for IVR and default voice XML services
Announcement—for RAN, Music, and Tones
Space—for Conversation Space
You must configure these services with the Contact Center Manager Server configuration utility as shown in the preceding diagram.
The default vXML Service URI is the Dialog Service Treatment Address in Contact Center Manager Administration.
The default Announcement Service URI is the Announcement Service Treatment Address in Contact Center Manager Administration.
The default CSpace Service URI is the CSpace Service Treatment Address in Contact Center Manager Administration.
A CCMA global setting identifies what form of basic Load Balancing mechanism is to be used by Contact Center Manager Server when choosing a MAS to perform a treatment service. You can select either Round Robin or Linear.
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The Rank arrows identify MAS relative priority for Linear settings (and for initial Round Robin selection after restart). With Linear selection, all treatment requests are directed to the same Media server until capacity is reached. SIP Contact Center monitors available capacity for each call, and port usage is compared against the maximum capacity for the Media server. The maximum capacity is hard-coded, based on the Media server type parameter. For third party media servers, where the capacity is not known, SIP SP continues to request treatment invocations until an appropriate error response is received from the Media server, indicating that the capacity is exceeded. With Round Robin selection, treatment requests are balanced across all Media Application Servers. You can also configure your own treatment service URLs (for example, myService) and associate them with any of the MAS or third party media services configured. The Treatment Address parameter, in all cases, is a string. Any Media Service can be associated with the Proxy Address instead of to a list of statically provisioned Media Services, which effectively hands off control of resolving where the Media server is to the Proxy server. Enable this by checking the Use Proxy Server checkbox on a service by service basis. SIP Contact Center Switch Guide
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Chapter 7
Redundancy and resiliency strategy In this chapter Overview
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Overview The following chapter highlights the redundancy and resiliency support possibilities for SIP Contact Center.
Standby Server This feature is not supported by SIP Contact Center.
Replication Server feature SIP does not support the Replication server feature in the first product release.
CCT resiliency and fallback As CCT is an inherent part of the SIP Contact Center Desktop, reference the applicable Contact Center 6.0 Feature Specification for CCT fallback and resiliency capabilities.
MCS Personal Agent usage The existing Personal Agent routing engine requires no changes for the SIP Contact Center. By default, SIP Contact Center routepoints (or CDNs) are configured as subscribers on the MCS. The system administrator can access and configure Call Presentation routing rules on the MCS Personal Agent. The following diagrams show excerpts of the Personal Agent configuration utility on the MCS 5100. Personal Agent offers the ability to:
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Route the call to a tiered set of endpoints (ring this list first, ring this list second, and so on).
In the case of the SIP Contact Center, the first entry contacted for [email protected] is the primary SIP Contact Center.
If there is a failure at the primary SIP Contact Center server, a second SIP Contact Center server (for example, a failover address) can be configured as the second entry in the try list. In this case, the agents must be load
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balanced across both servers (agents must target logon to the primary or secondary server with no autologon capability from primary to second).
If a continual failure exists, the call is subsequently routed to: an ACD CDN (1800 555) on the CS 1000 a list of agents (that all ring simultaneously). These agents do not receive any of the call presentation or screen pop information on the Contact Center Agent Desktop for this call). When an agent picks up, all other agent alerts cancel. There is no reporting available for this call. a failure announcement route to any DN or alternative SIP address
The Personal Agent permits pushing of IMs and Web pages at each failure point, allowing potential feedback to the customer at the same time as an ongoing Ringback.
Fallback ACD Automatic call distribution (ACD) features on the switch are not supported. Therefore, options to default a call seamlessly to the switch do not exist. If agents have a dual desktop (supporting SIP Contact Center and separately traditional M1 Voice Contact Center) or if SIP Contact Center is deployed on a CS 1000/MCS 5100 Converged System that also supports the traditional AML-based SIP Contact Center, it is possible to redirect calls directed for the SIP Contact Center back to a CS 1000 CDN through the Personal Agent Call Routing Configuration (or to any network accessible CDN).
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Media server redundancy As the intention at the SIP Contact Center is to support load-balanced media servers, there is a basic (hard-coded) redundancy mechanism where a failed response from a media server causes the next logical media server capable of handling the request to be tried. If this fails, the treatment itself fails.
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Appendix A
SIP basics In this chapter Sip functions
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Sip functions This section provides a basic reference for SIP. For a more complete overview, see the following Web site: www.sipcenter.com SIP is the core protocol in the MCS architecture. SIP is the Session Initiation Protocol (an IETF standard). RFC3261 is core protocol definition. SIP is based on HTTP (Request/Response type protocol). Key strengths of SIP include:
ease of implementation (won the H.23 versus SIP battle)
openness (can be used to transport many data types)
extensibility (ability to support customized-message header definitions while still remaining within the SIP Interface Standard Guidelines)
SIP strength in the mobile community and a core part of Microsoft’s desktop communication solution (with Microsoft .RTC and the evolution of Microsoft Windows Messenger).
SIP supports five facets of establishing and terminating multimedia calls:
user location (SIP core)
user capabilities (such as SDP)
user availability (SIP Presence Extensions)
call setup (SIP and SDP)
call handling (SIP plus application-specific implementations)
SIP methods The basic SIP methods include:
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INVITE—initiate call
ACK—confirm final response
BYE—terminate call
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CANCEL—cancel searches and ringing (that is, cancel a pending request)
OPTIONS—feature supported by either side
REGISTER—register current location
Extended SIP methods Extended SIP request methods include:
REFER—refer endpoint to a new endpoint (transfer, conference)
SUBSCRIBE—subscribe for data or status updates (presence)
NOTIFY—return completion status
PUBLISH—define current presence state
MESSAGE—Instant Messaging
SIP responses SIP responses (HTTP-based) include:
1xx—searching, ringing, queuing, and so on
2xx—success
3xx—forwarding
4xx—client mistakes
5xx—server failures
6xx—busy, refuse, not available anywhere
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SIP infrastructure The standard SIP infrastructure (as identified by RFC3261) consists of the following.
SIP User Agents SIP User Agents (UA) are endpoints. For Contact Center application, UAs can be considered as intelligent stateful entities, consisting of a SIP User Agent Client (UAC), and SIP Server (UAS). SIP endpoints can terminate or originate SIP sessions, which can contain user-to-user information (for example, Instant Messaging) or negotiation messaging to set up other parallel information streams or redirect these streams to other entities through the SIP session-negotiation information (SDP). SIP endpoint types for this architecture include:
SIP clients (the Contact Center Agent Interface)
SIP Media server (the media treatment response entity)
SIP Contact Center (as a subset of other functions, see BBUA)
SIP BBUA A SIP back-to-back user agent (BBUA) is two independent SIP UAs, which are bridged by an application. SIP sessions terminating on the incoming UA are passed to the application for modification and next step decision-tree analysis. Subsequently, a new SIP session can be originated on the outgoing UA, which is twinned with the incoming UA for the duration of the call. SIP Contact Center uses the BBUA architecture; the Contact Center is the application. Another example of BBUA operations is the Click-to-Call operation.
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SIP Registrar The SIP Registrar is the entity to which the SIP endpoints send REGISTER messages to identify their current location in the IP network. Generally, the SIP Registrar stores data in the location server (or is one and the same as the location server). A further requirement of the SIP Registrar is to provide authentication services for the SIP user (confirms user is configured and validates user password). Various authentication services are common, including HTTP Digest (RFC2069 and RFC2617). MCS is a combination Proxy, Registrar, and Redirect service. The following is from RFC3261, section 10.2, Constructing the REGISTER request: REGISTER requests can add, remove, and query bindings. A REGISTER request can add a new binding between an address-of-record and one or more contact addresses. Registration on behalf of a particular address-of-record can be performed by a suitably authorized third party. A client can also remove previous bindings or query to determine which bindings are currently in place for an address-of-record.
SIP Location server The following is from RFC3261, section 4: The location service is just an abstract concept. It generally contains information that lets a proxy input a URI and receive a set of zero or more URIs that tell the proxy where to send the request. Registrations are one way to create this information, but not the only way. Arbitrary mapping functions can be configured at the discretion of the administrator. An endpoint can locate the SIP Registrar by using a specific statically configured IP address, DNS lookup to a named Registrar, or the SIP Multicast Address. MCS uses statically configured IP addresses on the PC client (hence, a Unicast Registration). The SIP Contact Center solution statically configures the address of the Registrar using Server Config. SIP Contact Center Switch Guide
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SIP Proxy/Redirect server The SIP Proxy/Redirect server provides redirect or forwarding services for SIP sessions. If entity A wants to initiate a session with entity B, it can use SIP proxies to resolve the location of the endpoint and move the request closer to entity B until such time as the proxy nearest entity B presents the session directly to it. MCS and the CS 1000 NRS are both proxy servers. There are two types of proxy servers:
Redirect—The NRS uses this mode, which resolves the next hop location and redirects the requester to this location, subsequently dropping out of the session completely.
Stateful—The MCS uses this mode, staying in the end-to-end SIP signaling path until the end of the call.
SIP Presence server A SIP Presence server accepts SIP PUBLISH sessions from end points that announce their current state (Busy, Away from Desk, On the Phone). SIP Presence is an application of SIP and is not part of the core RFC3261 protocol. Alternate SIP drafts are attempting to drive the SIP Presence application to standards (for example, the SIMPLE (SIP Instant Messaging and Presence Leveraging Extensions) IETF drafts).
SIP Media server The SIP Media server is not defined as part of the RFC3261 standard, but is a generally accepted standard SIP endpoint. The Media server solution set for SIP Contact Center includes:
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Nortel Emerson
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SIP basics
The Media server provides media services for the contact center application (such as RAN, Music). Using this protocol, all media services resolve to SIP URI addresses (for example, [email protected]) Additional parameters can be passed as part of the SIP URI. The Nortel SIP Contact Center architecture communicates directly to a pool of statically configured Media servers. The MCS MAS bases its SIP Media Service invocation protocol on the following draft standard:
Basic Network Media Services with SIP
Author
Eric Burger, Jeff Van Dyke, Andy Spitzer
Organization IETF State
Unknown
Date
2003-03-05
Size
50 815 bytes
Abstract
In SIP-based networks, there is a need to provide basic network media services. Such services include network announcements, user interaction, and conferencing services. These services are basic building blocks (also known as Media servers) and application developers. One needs to be able to locate and invoke such services in a well-defined manner. This document describes a mechanism for providing an interoperable protocol interface between Application servers, which provide application services to SIP-based networks, and Media servers, which provide the basic media-processing building blocks.
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Appendix B
SIP CTI In this chapter Overview
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SIP CTI support (TR87)
111
SIP CTI control
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CS 1000 TR87 feature support
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Overview Generally, there are two types of computer telephony integration (CTI):
1st Party Control—where the controlling application sits at the same hierarchical level as the user interface and effectively talks directly to the telephony device
3rd Party Control—such as MLS applications, which issue requests to an intermediate proxy (the CS 1000 or DMS) to have the telephony endpoints complete request operations
SIP significantly blurs the lines for CTI. In effect, the SIP protocol is a CTI transport, mandating that all CTI applications operate in first party mode (as SIP UAs). However, this does create some significant limitations within a contact center environment. For example:
Within RFC3261, there is no provision for SIP messaging, which allows SIP application A to control the actions of SIP endpoint B. Application A can offer and receive calls to endpoint B and, by acting as a proxy, can effectively gather a critical mass of information with respect to the state of B. Application A can prevent B from making or accepting calls and can also perform CTI, like applications such as Click-to-Call. However, SIP application A cannot issue a command over SIP to have B force-answer a call.
A centralized server interface for third party CTI (such as Siebel integration) becomes extremely challenging. The server must create a nonSIP transport link to the user side of every SIP client it wants to control.
Given the lack of IETF progress on the issue, an emerging SIP CTI third-party protocol has been defined by the ECMA community. The Technical Recommendation TR87 provides details of what the protocol is intended to support. SIP Contact Center does not support all of the available profiles. One of the biggest drivers for support of TR87 on SIP-enabled call servers is Microsoft Office Communicator application integration, the Nortel Converged Office feature.
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SIP CTI support (TR87) A new function for the Contact Center Manager Server in the SIP Contact Center solution is its operations as a TR87 SIP CTI Service Provider. Commands originating from the Communication Control Toolkit for agent functions (such as Make Call or Answer Call) are converted to TR87 commands and transported over SIP to the target TR87 device termination. See SIP CTI control for detailed information about TR87 support and configuration.
At startup, the SIP-enabled Contact Center Manager Server sends SIP invites to applicable TR87 terminals to start monitoring. In the case of CS 1000/ MCS 5100 integration, the invite is proxied through MCS to the relevant CS 1000 Signaling server. The Signaling server or Call server interface converts TR87 requests to UNIStim (or otherwise) set requests to the relevant terminal.
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SIP CTI control The following diagram shows the TR87 message sequence for monitor and control of an agent desktop.
112
1.
Contact Center Manager Server sends an INVITE, transporting TR87
2.
MCS forwards the INVITE to the CS 1000.
3.
The CS 1000 responds with a 200 OK, transporting the TR87
4.
MCS forwards the 200 OK to Contact Center Manager Server.
5.
Contact Center Manager Server responds with ACK.
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SIP CTI
6.
MCS forwards the ACK to the CS 1000. The dialog is established and subsequent TR87 messages can be transported in SIP INFO messages over this dialog.
7.
Contact Center Manager Server sends a TR87
8.
MCS forwards the INFO to the CS 1000.
9.
The CS 1000 responds with its supported CSTA feature set in a TR87
10. MCS forwards the 200 OK to Contact Center Manager Server. 11. Contact Center Manager Server initiates monitoring of the Converged Desktop set by sending a TR87 <MonitorStart> service request. 12. MCS forwards the INFO to the CS 1000. 13. The CS 1000 responds with a TR87 <MonitorStartResponse>. 14. MCS forwards the 200 OK to Contact Center Manager Server.
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CS 1000 TR87 feature support Reproduced from CS 1000 Microsoft Multimedia Convergence Feature Specification, the following table explicitly identifies the TR87 feature support available on the CS 1000.
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Index A ACD DN configuration 69 agent configuration 60 Agent Desktop requirements 51 agent to supervisor configuration 61 alias 38 AML 21 AML link configuration 67 Announcement Service for RAN 89 Announcement Service URI 92 Applications Meridian Link 21 Automatic call distribution 21
B building blocks 19
C CCMA configuring CDNs 39 CCT 22 CD2 21 CDN configuring 36, 39, 69 CDN Subscriber creating 37 CDP dialing 42 Class of Service 73 Communication Control Toolkit 22, 53 configuration 62 Communication Server 1000 20 configuring agent to supervisor association 61 CDNs 36, 39 Communication 62 contact center domains 32 Converged Desktop users on CS 1000 66
SIP Contact Center Switch Guide
Local SIP Subscriber 35 MCS 5100 45 NRS 44 PC Client 63 routepoints 36, 39 supervisors 61 user desktop properties 74 users 74 Virtual Office 85 configuring agents 60 Contact Center Agent Desktop 23, 53 contact center domains configuring 32 Contact Center Manager Server 53 Converged Desktop 54 PC Client 56 PC client configuration 63 restrictions 58 set 55 user configuration items 71 Converged Desktop II 21 infrastructure 52 Converged Office 22 Conversation Space Service 89 creating CDNs 33 Class of Service 73 gateway 72 gateway routes 72 Local SIP Subscriber 35 MCS 5100 CDN Subscriber 37 routepoints 33 service package 33 telephony route lists 73 trunk groups 72 creating telephony routes 73 CS 1000 20, 54 Converged Desktop configuration 66 TR87 feature support 114 CSpace Service URI 92
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Index
Standard 3.0
D
M
D-channel configuration items 63 Dialing Plan translation verification tool 47 Distance Steering Code 42 domains 28 configuring 32
MAS 23 MAS configuration 91 addition of the media server in CCMA 91 association of Media Services with the MAS pool 92 MCP System Management Console 29 MCS 5100 20 alias 45 CDN Subscriber 37 configuring Personal Agent options 75 Dialing Plan translation verification tool 47 functions 26 MCS 5100 aliases 38 MCS 5100 Proxy/Registrar 54 MCS configuration steps 71 MCS Personal Agent 29, 96 MCS Provisioning Client 29 Media Application Server 23 Media server redundancy 100 Media servers 88 Multimedia 20 Multimedia Treatments Services 89
E extended SIP methods 103
F fallback ACD 97
G gateway 72 gateway route 72
H help from Nortel 15
I IVR Service 89
L Linear selection 93 link-down 27 Local SIP Subscriber 26 configuring 35 Location Code 43
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N Nortel Converged Desktop 21 Nortel Converged Desktop II 21 Nortel Converged Office 22 Nortel help 15 NRS configuring 44
P PC Client configuration 63 PCA configuration 70 personal agent routes 75 Provisioning Client 29
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Index
R
T
required switches 24 Round Robin selection 93 Route configuration 64 routepoints configuring 36, 39
telephony route list 73 telephony routes 73 TR87 22 control 58 feature support 114 Treatments Service 89 trunk configuration configuring CS 1000 SIP trunk 63 trunk group 72 Trunk Unit configuration 66
S Service DN configuration 69 service package 33 services Announcement Service for RAN 89 Conversation Space Service 89 IVR Service 89 Multimedia Treatments Services 89 Treatments Service 89 SIP BBUA 104 SIP Contact Center 20 Agent Desktop requirements 51 building blocks 19 configure as an MCS 5100 node 30 core components 18 SIP CTI 22, 26 1st Party Control 110 3rd Party Control 110 TR87 control 58 SIP domains 28 SIP Location server 105 SIP Media server 106 SIP methods 102 extended 103 SIP Presence server 106 SIP Proxy 54 SIP Proxy server 106 SIP Registrar 105 SIP responses 103 SIP User Agents 104 Super Loop configuration 66 supervisor configuration 61 switch support 24
SIP Contact Center Switch Guide
U UDP dialing 43
V VAS configuration 67, 68 Virtual Office configuring 85 logging off 86 logging on 86 vXML Service URI 92
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Index
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Reader Response Form Nortel Contact Center Manager Product release 6.0 SIP Contact Center Switch Guide 297-2183-962
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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager SIP Contact Center Switch Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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:
297-2183-962 6.0 Standard 3.0 February 2007
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