Tech Requirements And Os Config Guide For The Co-resident Server
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297-2183-944
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server Standard version: CS 1000, CS 2100 Nodal, SIP Preliminary version: CS 2100 Networking
Product release 6.0
Standard 6.03
June 2007
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
Publication number: Product release: Document release: Date:
297-2183-944 6.0 Standard 6.03 June 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel 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 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 Networks logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated.
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Contents Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center Manager Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . 12 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Server guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing and configuring the operating system Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying security patches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server hardware installation Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . .
Optional system components Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technical Requirements and Operating System Configuration Guide for the co-resident server
25 26 27 34 37 39 42
45 46 47 60 69 72
73 74 75 77 78
79 80 81 82 86 v
Contents
Standard 6.03
Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Installing co-resident applications on Contact Center Manager Server . . . . . 94
Other configuration tasks
101
Ensure that the computer name and DNS host name match. . . . . . . . . . . . . 102 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Index
vi
107
Contact Center Manager Server
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center Manager Release 6.0
12
Skills you need
17
Related documents
18
How to get help
22
Technical Requirements and Operating System Configuration Guide for the co-resident server
7
Getting started
Standard 6.03
New in this release The following sections detail what is new in the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server (297-2183-944) for release 6.03.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:
“Server guidelines” on page 25
“Installing and configuring the operating system” on page 45
“Server hardware installation” on page 73
“Optional system components” on page 79
“Other configuration tasks” on page 101
Other changes See the following sections for information about changes that are not featurerelated.
8
“Update to server guidelines” on page 9
Contact Center Manager Server
June 2007
Getting started
Update to server guidelines The section Server guidelines was updated to include the CPU information that dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Technical Requirements and Operating System Configuration Guide for the co-resident server
9
Getting started
Standard 6.03
Overview This guide describes the prerequisites required for installing Nortel Contact Center Manager Server, Contact Center Manager Administration, and Nortel Communication Control Toolkit on a co-resident system. The Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server provides information and procedures to help you complete the following tasks: z
Install and configure Windows 2003 Server.
Understand the hardware requirements for Nortel Contact Center Manager Server on a co-resident server.
Understand the hardware requirements for Contact Center Manager Administration on a co-resident server.
Understand the hardware requirements for Nortel Communication Control Toolkit on a co-resident server.
ATTENTION
Nortel supports a co-resident system that includes both Contact Center Manager Server and Contact Center Manager Administration or Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. Nortel does not support a co-resident system with Contact Center Manager Server and Communication Control Toolkit.
Who should read this guide This guide is intended for: z
10
Nortel installers and distributors who are responsible for installing and maintaining Contact Center - Release 6.0, or upgrading from an earlier release of Symposium Call Center Server software to Contact Center Manager Server
Contact Center Manager Server
June 2007
Getting started
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. For more information, refer to the Nortel Contact Center Manager Administrator’s Guide.
Technical Requirements and Operating System Configuration Guide for the co-resident server
11
Getting started
Standard 6.03
About Contact Center Manager Release 6.0 Contact Center - Release 6.0 provides a contact center solution for varied and changing business requirements by offering a suite of applications that includes:
telephony and multimedia contact processing
agent handling including the capability of an agent to handle multiple media types
contact management
reporting
networking (for Communication Server 1000/Meridian 1 systems only)
third-party application interfaces
In addition to Contact Center - Release 6.0 components, the contact center requires a switch for telephony services and voice network connectivity, and an optional IVR system for voice processing capabilities. The ability to process multimedia contacts is provided by the integration (and licensing) of Contact Center Manager Server, Contact Center Manager Administrator, Contact Center Manager Multimedia, and Communication Control Toolkit.
Components Contact Center Manager Server uses a client/server architecture, with functionality distributed among various components. The major components of Contact Center Manager Server include:
12
The server—responsible for functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server computer runs under Windows Server 2003 (Enterprise or Standard).
Contact Center Manager Administration—a server where the software for configuring Contact Center Manager Server and monitoring contact center performance is installed. Administrators use the web-based client interface to configure the web-based client/server application installed on the Contact Center Manager Administration server. Contact Center Manager Server
June 2007
Getting started
The License Manager—software that provides access to features within Contact Center 6.0. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.
The switch—provides telephony services and voice network connectivity.
Architecture There are two types of architecture: installation architecture and licensing architecture. Installation architecture consists of stand-alone and co-resident installation. Licensing architecture consists of nodal and corporate licensing. Nodal and corporate packages Nodal license – When only one occurrence of each product is in the network. Products are installed either as stand-alone or co-resident. Corporate license – Where more than one occurrence of any product is in the network. Products are installed either as stand-alone or co-resident. The following diagram illustrates a nodal co-resident Contact Center Manager Server system with License Manager, Contact Center Manager Administration, and Communication Control Toolkit.
Technical Requirements and Operating System Configuration Guide for the co-resident server
13
14 Co-res CCMS CCMA CCT
ELAN Subnet
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
Call Server
NCC
CCMM
Modem
VPN Router 1100
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Getting started Standard 6.03
Contact Center Manager Server
June 2007
Getting started
Supported switches Contact Center Manager Server supports the following switches: z
Nortel CS 1000/M1
z
Nortel CS2x00/DMS
z
SIP-initiated family of compatible switches
Network components The following major components make up the Contact Center Manager network. Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same machine as Contact Center Manager Server, or on a separate networked machine. Network arrangements All servers must be connected to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interface with the servers also connect to this LAN. A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch. The Contact Center Manager Server now requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second-NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration.
Technical Requirements and Operating System Configuration Guide for the co-resident server
15
VGMC
VGMC
Gateways
OTM
Nortel Server Subnet
CallPilot
ELAN Subnet
Media Servers
Signaling Server
Call Server
NCC
VPN Router 1100
Co-res CCMS CCMA CCT
Modem
CCMM
Customer LAN Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel Server Subnet
ELAN Subnet CallPilot
Nortel Server Subnet
ELAN Subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC
Media Gateway
VGMC VGMC
HDX Application Server
VGMC VGMC
16 VGMC
Media Gateway
CCMS
CCMS
VPN Router 1100
CCMA
VPN Router 1100
CCMA
Modem
CCT
Modem
CCT
Getting started Standard 6.03
Contact Center Manager Server
VGMC
June 2007
Getting started
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Required experience or knowledge Before installing the Contact Center portfolio, you should have the following experience or knowledge:
Client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Technical Requirements and Operating System Configuration Guide for the co-resident server
17
Getting started
Standard 6.03
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 Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
18
297-2183-935
297-2183-212
Contact Center Manager Server
June 2007
Getting started
For information about Refer to
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Technical Requirements and Operating System Configuration Guide for the co-resident server
19
Getting started
Standard 6.03
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
20
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager Server
June 2007
Getting started
For information about Refer to
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
Technical Requirements and Operating System Configuration Guide for the co-resident server
21
Getting started
Standard 6.03
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
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 is located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site The best way to get technical support for Nortel products is the Nortel Support web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
22
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 Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Contact Center Manager Server
June 2007
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
Technical Requirements and Operating System Configuration Guide for the co-resident server
23
Getting started
24
Standard 6.03
Contact Center Manager Server
Chapter 2
Server guidelines In this chapter Overview
26
Server hardware requirements
27
Disk partitioning requirements
34
Server software requirements
37
Server port usage
39
Contact Center Manager Server security
42
Technical Requirements and Operating System Configuration Guide for the co-resident server
25
Server guidelines
Standard 6.03
Overview This chapter provides guidelines for you to prepare your server for the installation of the co-resident server components. It also describes how to install the necessary hardware for Contact Center Manager Server. Note: If you are installing Contact Center Manager Server (stand-alone), refer to the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.
Assumptions This chapter assumes the following:
26
Your hardware platform is on the Windows Server 2003 compatibility list.
The switch is correctly installed, operational, and configured for use with Contact Center Manager Server.
The Nortel server subnet is installed and operational.
The ELAN subnet is installed and operational (optional).
Contact Center Manager Server
June 2007
Server guidelines
Server hardware requirements This section provides an overview of the hardware requirements for the Contact Center Manager Server Release co-resident server. The customer-supplied server must meet the minimum requirements described in this section. Note: Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, available from the Partner Information Center web site (www.nortel.com/pic). High Availability Platforms Contact Center Manager Server is also supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program. For more details on this compatibility test program, see www.nortel.com/prd/dpp/.
Technical Requirements and Operating System Configuration Guide for the co-resident server
27
Server guidelines
Standard 6.03
The following table lists the hardware requirements for both coresidency scenarios. ATTENTION
Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
28
Contact Center Manager Server
June 2007
Hardware item See Note 1.
Server guidelines
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: No
Universal Networking: No
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit not installed.
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit installed.
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
Technical Requirements and Operating System Configuration Guide for the co-resident server
29
Server guidelines
Hardware item See Note 1.
CPU
Standard 6.03
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, Dual XEON 2.8 GHz dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
4 GB
Hard disk space
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 34 for this information.
Hard disk type SCSI or SATA
SCSI or SATA
Hard disk speed
> 7200 RPM
30
7200 RPM
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Contact Center Manager Server
June 2007
Server guidelines
Hardware item See Note 1.
Supported minimum
Recommended minimum
Floppy drive
one floppy drive
one floppy drive
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
Additional information
If a floppy drive is installed, it must be letter A.
Drive letter must be E.
Minimum speed is 4X.
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card (with the ELAN subnet connected to the Nortel server subnet through a one router)
one network interface card
ELAN subnet must be 10/100 Mb/s Ethernet.
(Network Control Center requires only one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
For legacy isolated ELAN subnet configurations, two network interface cards are required.
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity.
Only Ethernet is supported. A Token Ring is not supported.
(Network Control Center requires only one network interface card)
Technical Requirements and Operating System Configuration Guide for the co-resident server
31
Server guidelines
Hardware item See Note 1.
Standard 6.03
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
33.6 KB/s minimum for remote technical support. USB modems are supported.
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
See Note 3. Backup/ Restore
backup system for database backup can be either tape drive or remote directory
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
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Contact Center Manager Server
June 2007
Server guidelines
Note 3: A modem installation interferes with TAPI. Do not install a modem if TAPI is part of the coresident installation.
Technical Requirements and Operating System Configuration Guide for the co-resident server
33
Server guidelines
Standard 6.03
Disk partitioning requirements This section shows you how to partition your server for a co-resident Contact Center Manager Server. The minimum partition sizes are based on the following:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
The actual requirements for a contact center will vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center web site (www.nortel.com/pic). Note: If the existing 5.0 Co-resident server C: partition size is less than 24 GBytes, you must rebuild the platform to increase the partition size to the supported size and reinstall the OS or perform a platform migration before you can upgrade to Contact Center Manager Server.
Primary and Extended partitions The operating system resides on the C partition. This must be the only primary partition. All other partitions (D, F, G, and so on) must be logical drives within extended partitions. Pay close attention to this when partitioning your drives. Refer to the documentation provided with the operating system for details. Note: Database partitions must not exceed 32 GB.
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Partitioning requirements for the co-resident server The section provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. This information covers both coresidency scenarios. The minimum and maximum partition sizes are provided in the following table. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
24 GB
32 GB
N/A
D
8 GB
16 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows 2003 operating system and pcAnywhere operating are installed here. system Communication Control Toolkit and Contact Center Manager Administration are installed on C by default. An alternate location can be selected during the installation.
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
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Notes:
36
Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
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Server software requirements The following requirements apply to the software used with the Contact Center Manager Server installation.
Operating system requirements The following table provides operating system compatibly for a coresident installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows 2003 Server Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Windows 2003 Server Datacenter Edition
Not supported
N/A
Windows 2003 Server Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Preinstallation check To check whether a particular server meets these basic requirements for Platform Vendor Independence, run the Pre-installation Compliancy Checker utility on that server after the operating system is installed and partition the drives according to the specifications in this chapter. This utility is included on the server application DVD. It generates warnings and suggestions when the server does not satisfy the minimum or suggested requirement. Note: The Pre-installation Compliancy Checker utility does not check all of the requirements for platform vendor independence. You must ensure that the server meets all requirements. For more information, refer to the Nortel Contact Center Manager Planning and Engineering Guide.
pcAnywhere Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia Server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.
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Server port usage The following table provides the listener ports that Contact Center Manager Server uses. Note: The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port 53. Contact Center Manager Server Port number
Network interface
Functionality
135
Nortel server subnet
Microsoft Windows RPC Locator Service
137
Nortel server subnet
NetBIOS Name Service
138
Nortel server subnet
Microsoft NetBios Datagram Service
139
Nortel server subnet
NetBIOS Session Service
161
Nortel server subnet
SNMP (required if SNMP NMS is connected)
162
Nortel server subnet
SNMP traps (required if SNMP NMS is connected)
530
Nortel server subnet
Microsoft Windows RPC Courier Service
1024–65535
Nortel server subnet
The range of ports that can be used by the RPC dynamic ports Note: Contact Center Manager Server uses other hardcoded ports internally.
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Contact Center Manager Server Port number
Network interface
Functionality
2500
ELAN subnet
ICM Note: Not applicable to SIP.
3000
Nortel server subnet
MLS (Enterprise Solution Link Services) Note: Not applicable to SIP.
3150
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
3151
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
5000–5003
Nortel server subnet
Contact Center Manager Server Database
5004
Nortel server subnet
Sybase XP Server
5010
Nortel server subnet
Sybase Replication Server
5631
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
5632
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
060
NSS
SIP
8888
ELAN subnet
AML Note: Not applicable to SIP.
10008
ELAN subnet
Default port 31200
DB Replication Listener Port
TBA
Report Listener
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CallPilot Integration
TBA
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Contact Center Manager Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port 10000, which is a hardcoded port used to enable interoperability between Symposium applications and external third-party applications (applications developed using the RTD API). Any third-party application installed on the Contact Center Manager Server must not use any of the ports listed in the following table as it can cause the Contact Center Manager Server application to malfunction. The following table shows the ports that Contact Center Manager Server uses. Contact Center Manager Server Port number Functionality
3500
CS2x00/DMS
1550
HDX CAPI
TCP 4422
TAO Name Service
12668–12670
TraceControl
10001–10082
Networking
10000
Hardcoded Toolkit Name Service
3998
License Manager destination port This is the first of ten consecutive ports required for license management.
3999 - 4007
License Manager client source port
3389
Remote Desktop Connection for support purposes.
5060
SIP default port.
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Contact Center Manager Server security This section provides an overview of security on the Contact Center Manager Server co-resident server.
Server security Server security is achieved through the following means:
Apply Microsoft security updates on a timely basis.
Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.
Make sure all services providing a network interface (such as the CTI service provider) are running using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.
Disable all non-essential network services
Network security Network security is handled differently depending on the interface in question, as described in the following table.
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Interface
Network Security Mechanism
CTI API
The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.
AML (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
Symposium Link (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet. Contact Center Manager Server
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Interface
Network Security Mechanism
Overhead, Provided by pcAnywhere over a virtual private network Administration, and (VPN). Maintenance
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Contact Center Manager Server
Chapter 3
Installing and configuring the operating system In this chapter Overview
46
Installing Windows Server 2003
47
Configuring Windows Server 2003 (if it is already installed)
60
Configuring Data Execution Prevention
69
Applying security patches
72
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Installing and configuring the operating system
Standard 6.03
Overview Contact Center Manager Server must be installed on a server that is running a copy of Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard Edition. This chapter describes the process to install, configure and verify the correct parameters for the Windows Server 2003 installation. Follow the checklists in this section to perform on of the following tasks:
If you want to install a new copy of Windows Server 2003, refer to “Installing Windows Server 2003” on page 47.
If you want to configure an existing copy of Windows Server 2003, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 60.
Services required for the co-resident server The co-resident server runs on the Windows Components installed by default in Windows Server 2003 as a stand-alone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. This allows you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must be installed for the Contact Center Manager Administration component.
Do not install any additional services on your server that are not installed by default or listed above.
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Installing and configuring the operating system
Installing Windows Server 2003 Install the latest Windows Server 2003 service pack that has been validated with Contact Center Manager Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (Available on the Partner Information Center web site).
Before you begin 1.
Complete the Contact Center Manager Server Pre-Installation tab of the Installers Roadmap. Available on the Partner’s Information Center web site (www.nortel.com/pic)
2.
Verify all of the IP addresses and host names.
3.
Verify that the IP addresses and host names are unique within the network.
4.
If your server uses RAID, make sure that the RAID configuration is set up according to the manufacturer’s instructions.
5.
Obtain a CD-ROM containing Windows Server 2003. You may also require boot disks.
ATTENTION!
6.
Other versions of the Windows Server operating system software are not supported.
Start the installation of Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for Windows Server 2003. It must reside on the C drive of your server on an NTFS partition with a minimum size of 16 GB MB). The recommended size is 32 GB.
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Installing and configuring the operating system
7.
Standard 6.03
The Setup Wizard copies the Windows Server 2003 files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. CAUTION Risk of installation failure
.
If your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation.
Performing a new installation of Windows Server 2003 Use the following checklist to perform a new installation of Windows Server 2003. Install Windows Server 2003 Step
✔
Details
1
Set up your If your server uses RAID, ensure the RAID configuration is set RAID up according to the manufacturer’s instructions. configuration.
2
Obtain the Windows Server 2003 CD-ROM.
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Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition). Note: Do not use Windows Server 2003 Datacenter or Web editions.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
3
Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the onscreen instructions to create a partition for the operating system. This partition must reside on drive C:\ of your server on an NTFS partition.
Start the Windows Server 2003 installation.
✔
Setup copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. 4
Complete the Use the following guidelines in this table to complete the Windows Windows Server 2003 Setup wizard. Server 2003 Setup wizard.
Regional Settings window
Personalize Complete this window as required for your site. Your Software window
Licensing Nortel recommends that you use the Per server licensing mode Modes window and that you have a minimum of five concurrent connections.
Complete this window as required for your site.
This is the default.
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 Step
Computer Name and Administrator Password window
✔
Details
Enter the computer name and administrator password. Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or underscores are allowed). If you change the computer name of Contact Center Manager Server during the upgrade, you must reconfigure all of your other Contact Center components with the new computer name:
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
You must also ensure that the new computer name and DNS host name match, and that all third-party applications that require a computer name, use the new Contact Center Manager Server name.
50
Date and Time Complete this window as required for your site. Ensure the Settings correct time zone is set for the server. window For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
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Install Windows Server 2003 Step
Details
Modem Dialing Information window
Complete this window as required for your site.
Networking Settings window
After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.
✔
Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.
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Install Windows Server 2003 Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet and ELAN cards
Complete the following steps for each card that the Setup wizard detects on your server. 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site. Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.
3
52
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Workgroup or Computer Domain window
Details
✔
Adding computer to a workgroup 1 Select No, this computer is not on a network, or is on a network without a domain. 2
In the Workgroup or computer domain box, type the workgroup name.
You can add the server to a domain, after you install Contact Center Manager Server. 5
Log on to After the Windows Server 2003 Setup wizard installation of the Windows operating system is complete, you must configure the operating Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM. When you log onto Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check Don’t display this screen on startup.
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Install Windows Server 2003 ✔
Step
Details
6
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
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Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to uncheck IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
7
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
Note: For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5 * RAM. If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
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Standard 6.03
Install Windows Server 2003 ✔
Step
Details
8
You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.
9
Check the binding order for the Nortel server subnet and ELAN cards.
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
56
1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
10 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.
✔
Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 Step
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk. Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.
11 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 12 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
13 Install the Windows Server 2003 service pack.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Install Windows Server 2003 Step
Details
14 Install the Internet Group Management Protocol patch from Microsoft.
After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.
✔
To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed on the Microsoft Web site (www.microsoft.com). Note: If your version of Windows Server 2003 requires this patch, but you do not install it, your server will not reliably receive multicast data from the server in Contact Center Manager Server.
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Configuring Windows Server 2003 (if it is already installed) Use the following checklist to configure Windows Server 2003. Configuring Windows Server 2003 (already installed) Step
✔
Details
1
Change the To ensure server security, change the default Administrator Administrator password for Windows as soon as possible. password.
2
Check the licensing mode.
60
Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting. 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Licensing to view and change the licensing mode.
Contact Center Manager Server
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
3
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
4
Complete this window as required for your site. Ensure the correct time zone is set for the server.
5
Date and Time Settings.
Check the computer name.
For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic). Tip: 1
From the Start menu, choose Settings > Control Panel.
2
Double-click System, and then click the Network Identification tab.
3
To make changes, click Properties.
Note: Make sure that the Windows computer name and TCP/IP DNS host name are identical, including uppercase and lowercase letters. 6
62
Check the workgroup name.
Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap. Note: If you are adding your computer to an existing domain, add the server to your domain only after you have installed the Contact Center Manager Server application. For details, please refer to The Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
7
You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.
Check the bindings order for the Nortel server subnet and ELAN subnet cards
✔
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
If the server has more than two network interface cards, make sure that all of the other network interface cards are disabled and that they do not have IP addresses assigned to them.
Networking Components window
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN subnet network interface cards. Note: If you are installing Windows Server 2003 Release 2, do not install or configure the optional components provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deselect any of these default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
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Installing and configuring the operating system
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Configuring Windows Server 2003 (already installed) Step
Networking Components window (continued)
✔
Details TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)
Complete the following steps for each card that the Setup wizard detects on your server: 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.
Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. 3
8
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
Log on to After the Windows Server 2003 Setup wizard completes the Windows installation of the operating system, you must configure the Server 2003. operating system before installing Contact Center Manager
Server. Remove the DVD-ROM. When logging on to Windows Server 2003 for the first time, the Windows 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check the Don’t display this page at logon checkbox.
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Configuring Windows Server 2003 (already installed) Step
Details
9
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
Add or Remove Programs.
✔
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to clear IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
10 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist: 1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
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Configuring Windows Server 2003 (already installed) ✔
Step
Details
11 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0. Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
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1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step Format all disk drives (continued).
Details
✔
a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives. 12 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 13 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
14 Install the Windows Server 2003 service pack and any Nortelapproved hotfixes.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
15 Update the emergency repair disk.
Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address). TIP
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1
From the Start menu, choose All Programs > Accessories > System Tools > Backup.
2
Follow the on-screen instructions to select what you want to back up.
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Installing and configuring the operating system
Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on Contact Center Manager Administration Nortel recommends that you perform this procedure before you install Contact Center Manager Administration. 1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Installing and configuring the operating system
Standard 6.03
Result: The System Properties window opens.
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3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Result: The Performance Options window opens. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab opens.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
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Applying security patches Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800 40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact centre administrator must fulfil this role.
Compatibility of security patches with your server Whenever possible, Nortel incorporates the latest operating system security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. Note: Nortel recommends that you follow the security guidelines for installing patches, and refer to the latest Contact Center Manager Administration Service Packs Compatibility & Hotfix Applicability document, available through Nortel support organizations or your distributor. If your server does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of your application (from the backup you made before applying the patch). For added security, always check to see if Nortel has already verified the Microsoft patch for its compatibility with your application.
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Chapter 4
Server hardware installation In this chapter Overview
74
Connect the Nortel server subnet
75
Connect the ELAN subnet (optional)
77
Connect Meridian Mail with a serial port (if required)
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Server hardware installation
Standard 6.03
Overview This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations. Note: When you use a single network interface card (NIC) configuration with Contact Center Manager Server, or when you move from a dual NIC to a single NIC, you must add a new route in LD 117 for the router between the switch subnet and the managed server subnet in the switch. You must also enable this route in LD 117. For more information refer to the Contact Center Communication Server 1000/Meridian 1 PBX, and Voice Processing Guide. The following external connections are required for Contact Center Manager Server:
a network connection to the Communication Server 1000 or Communication Server 1000 switch
a network connection to Contact Center Manager Administration
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
a serial connection to a modem for remote support. (You can also use a USB modem connected to a USB port.)
This section provides information about
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connecting the Nortel server subnet (not applicable to SIP)
connecting the ELAN subnet (not applicable to SIP)
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian Mail)
connecting the modem
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Connect the Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Notes:
You only require one network interface card for Contact Center Manager Server; however, if you are planing to use two network interface cards in your configuration, you must configure the bindings order of the network interface cards so that the Nortel server subnet network interface card comes first, then the ELAN network interface card, and then the virtual adapters for remote access.
If you are using a SIP switch, you can skip this step.
Two network cards If you use two network interface cards in your Contact Center Manager Server, you must disable NetBIOS on one or both network interface cards. Nortel recommends that you disable NetBIOS on the non- Nortel server subnet card. Disabling NetBIOS 1
From the Start menu, choose Control Panel > Network Connections, and then select the appropriate network connection.
2
Click Properties.
3
Select Internet Protocol (TCP/IP), and then click Properties.
4
Click Advanced.
5
Click the WINS tab.
6
Select the Disable NetBIOS over TCP/IP check box.
7
Click OK.
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Connecting the Nortel server subnet
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1
Locate the slot assigned to the Nortel server subnet network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the cable from the Nortel server subnet to the Nortel server subnet network interface card in the server in accordance with customer site networking guidelines.
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Connect the ELAN subnet (optional) You must configure the ELAN subnet if you are using two network interface cards. You are not required to configure an ELAN subnet for Contact Center Manager Server. Note: If you are using a SIP switch, you can skip this step
Connecting the ELAN subnet 1
Locate the slot assigned to the ELAN network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.
4
Connect the LAN cable from the ELAN network interface card in the server to the hub.
5
Plug in the power cord for the hub.
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Server hardware installation
Standard 6.03
Connect Meridian Mail with a serial port (if required) The following external connections are required for Contact Center Manager Server:
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
This section provides information about connecting Meridian Mail with a serial port (if you are using Meridian Mail) If you are using Access Link for Meridian Mail, to provide voice processing or IVR services, you must connect the server to Meridian Mail.
Connecting to Meridian Mail with a serial port (COM2) 1
Ensure that COM2 is set to 9600 bps. a. From Control Panel, choose System. b. Click the Hardware tab, and then click Device Manager. c. Choose Ports (COM & LPT). d. Right-click Communications Port (COM2), and then choose Properties. e. Select the Port Settings tab.
2
Ensure there are no resource conflicts.
3
Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server. Note: The connection to Meridian Mail is complete.
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Chapter 5
Optional system components In this chapter Overview
80
Redundant array of independent disks
81
Installing third-party applications
82
Supported co-resident configuration
86
Supported co-resident upgrade procedures
88
Installing co-resident applications on Contact Center Manager Server
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Optional system components
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Overview This chapter provides the guidelines for installing optional components on the Contact Center Manager Server.
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Redundant array of independent disks The following components are essential to perform diagnostics, installation, and maintenance procedures:
Windows Server 2003 (Enterprise or Standard) CD-ROM
manufacturer’s RAID controller driver disk, if a RAID controller is used
manufacturer’s diagnostics software
(optional) blank backup tape for execution of tape diagnostics
manufacturer’s documentation for installing, maintaining, and troubleshooting the platform and peripherals
For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. With the RAID controller, you can configure your linked drives into a RAID subsystem. Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives duplicating the storage of data. There is no striping. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides the best performance and the best fault-tolerance in a multi-user system, but at a higher cost. Note: RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can be overlapped. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. It is best for multi-user systems in which performance is not critical or which involve few write operations. RAID implementation issues must be addressed by the RAID vendor. not used for booting.
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Installing third-party applications Due to the mission-critical, real-time processing performed by Contact Center applications you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in this section.
Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center applications. The installation of third-party applications may cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on).
Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Anti-virus software is classified as a utility and is subject to the generic guidelines listed in the following section. Depending on the Contact Center application type, there can also be additional anti-virus software guidelines in this document.
Note: Nortel does not support connection to Contact Center Manager Server through Citrix Presentation Server 4.0. However, you can access Contact Center Manager Administration and Agent Desktop Displays through Citrix Presentation Server 4.0.
Generic guidelines for utility-class software applications The following are generic guidelines for utility-class software:
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During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (refer to each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows Operating system. Contact Center Manager Server
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The utility must not cause any improper software shutdowns or out-ofsequence shutdowns.
The utility must not administer the Contact Center application.
If the utility has its own database, it must not impact the Contact Center application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) used to reclaim memory that is unused by Microsoft should not be used.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center application (for example, it must not cause DLL conflicts). If such conflicts are discovered, a rebuild of the server may be necessary.
The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to putting the Contact Center application into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end-user may be asked to remove third-party software.
Additional guidelines for use of anti-virus software Nortel acknowledges that user’s security policies may require the installation of anti-virus software on the application server. Nortel has selected a representative sample of anti-virus software packages and has a policy of performing validation of these products to ensure coresidency with our server application products. The current suite of anti-virus products Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust Anti-virus
The following generic guidelines for the use of anti-virus software:
During service update installation on both the client and server, all antivirus functionality should be disabled (for example, firewalls, [passive]
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Optional system components
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scanning, auto updates, and so on), and should not start up automatically until the entire Contact Center application installation procedure is complete. Re-enable anti-virus functionality afterwards, as required.
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Infected file quarantine policy on the server and client: Anti-virus software can be configured to clean up the detected virus automatically and files should be quarantined if a infected files cannot be cleaned. Nortel should be contacted to verify wether the quarantine file is part of our product files or dependent system file. In the event of virus detection, the server should be removed from the network immediately during virus eradication to prevent further virus propagation.
Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application service updates. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an additional load on a Contact Center application platform. It is the implementation personnel's responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the anti-virus software scan causes the platform average CPU utilization to exceed the recommended percentage for longer than 20 minutes, then the anti-virus software must not be loaded onto the Contact Center application platform.
For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled): F:\Nortel\Database\ :\Nortel\Database\ TSM_OAM log folder location D:\Nortel\iccm\bin\data D:\Nortel\iccm\data Contact Center Manager Server
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D:\Nortel\iccm\sdm\log OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning. D:\Nortel\iccm\logs D:\nortel\iccm\sgm\config\ D:\Nortel\Core\CMF\(current version of CMF)\. D:\Program Files\Nortel Networks\MAS\ConfMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\CStore (for SIP installation) D:\Program Files\Nortel Networks\MAS\IvrMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\MediaController (for SIP installation) D:\Program Files\Nortel Networks\MAS\Mmc (for SIP installation) Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Notes:
Nortel does not provide support on the configuration of anti-virus software, but will endeavour to offer guidance where possible. Questions or problems on anti-virus software should be directed to the appropriate vendor.
If performance or functionality issues are raised to Nortel support personnel as part of the fault diagnosis process, you may be asked to remove thirdparty utility software or anti-virus software.
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Optional system components
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Supported co-resident configuration This section provides a list of possible co-resident combinations for the coresident server.
Co-resident table - supported combinations Contact Center License Manager Server Manager
Contact Center Manager Communication Administration Control Toolkit
✔
Server Utility
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔ ✔ ✔
✔ = Supported Combination
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Notes:
Contact Center Multimedia and Replication Server cannot coreside with any other server application.
You must install the Contact Center components in order from left to right.
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Supported co-resident upgrade procedures The table in this section provides a list of the supported co-resident upgrade procedures. For more information about upgrading to Contact Center Manager Server and Contact Center Manager Administration, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide and the Nortel Contact Center Manager Administration Installation and Maintenance Guide for the coresident server.
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Symposium Call Center Server 5.0 (stand-alone) computer A
Symposium Web Client 4.5 (standalone) computer B
Optional system components
Computer A
Computer B
Contact Center Manager coresident new computer C
1.Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
2. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration.
2. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration. 3. Back up Contact Center Manager Administration. 4. Install Contact Center Manager Administration on computer A.
3. Uninstall Contact 3. Back up Symposium Call Center Manager Center Server 5.0 on Administration. computer A. 4. Back up 4. Install Contact Symposium Call Center Server 5.0 on Center Manager Server as Migration computer A. on computer C using 5. Install Contact Back up from Step 3. Center Manager
5. Restore Contact Server as Migration Center Manager Administration with on computer B using Back up from Step 4. Back up file from Step3.
5. Install Contact Center Manager Administration on computer C.
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Computer A
Standard 6.03
Contact Center Manager coresident new computer C
Computer B
6. Install Contact Center Manager Administration on computer B. 7. Restore Contact Center Manager Administration with the backup file from Step2.
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6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Symposium Call Center Server 5.0 (stand-alone) computer A
Contact Center Manager Administration (stand-alone) computer B
Optional system components
Computer A
Computer B
1. Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server.
1. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration. 3. Install Contact Center Manager Administration on computer A. 4. Restore Contact Center Manager Administration with Back up file from Step 2.
Contact Center Manager coresident new computer C
1. Back up Contact Center Manager Administration on 2. Uninstall Contact computer B. 2. Back up Center Manager Symposium Call Administration. Center Server 5.0 on 3. Back up computer A. Symposium Call Center Server 5.0 on 3. Migrate Contact Center Manager computer A. Server on computer 4. Install Contact C using Back up Center Manager Server as Migration from Step 2. on computer B using 4. Install Contact Back up from Step 3. Center Manager Administration on 5. Install Contact computer C Center Manager 5. Restore Contact Center Manager Administration with 6. Restore Contact the backup file from Center Manager Administration with Step 1. the backup file from Step 1. Administration on computer B.
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Optional system components
Symposium Call Center Server with Symposium Web Client co-resident computer A
Standard 6.03
Computer A
Computer B
Use the co-resident upgrade procedure.
N/A
Contact Center Manager coresident new computer C
1. Upgrade Symposium Web Client to Contact Center Manager Administration on computer A. 2. Back up Contact Center Manager Administration on computer A. 3. Back up Symposium Call Center Server on computer A. 4. Migrate Contact Center Manager Server on computer C using the backup from Step 3. 5. Install Contact Center Manager Administration on computer C. 6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Computer A
Symposium Call Center Server with Symposium Web Client co-resident computer A
Computer B
Contact Center Manager coresident new computer C
1. Install Symposium 1.Follow the procedure in the Web Client on Contact Center computer B. Manager Server 2. Back up Installation and Symposium Web Client on computer Maintenance Guide to upgrade A. Symposium Call 3. Restore Center Server 5.0 to Symposium Web Contact Center Client on computer Manager Server on B. Computer C. 4. Upgrade to CCMA on computer B.
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Installing co-resident applications on Contact Center Manager Server In Contact Center Manager Server Release 6.0 or later, you can install the following software on the same server:
Contact Center Manager Server
License Manager
Contact Center Manager Administration
Communication Control Toolkit
Server Utility
Installation order When you are installing co-resident applications, the installation order is important. You must always install the Contact Center Manager Server software first, followed by License Manager, Contact Center Manager Administration, Communication Control Toolkit (if applicable), and then Server Utility. You do not have to install all co-resident software at once. Instead, you can install one component, and then install the next component later if you want to work with a co-resident server. For example, you can install Contact Center Manager Server, and then, when the Contact Center Manager Server installation is finished, choose Cancel in the window that asks if you want to proceed with the co-resident installation. When you want to install Contact Center Manager Administration on this server, just insert the Contact Center installation DVD to begin the installation. Note: During the operating system installation, you have the option to add the server to an existing Active Directory domain. Do not add the server to the domain during the operating system installation. Add the server to the domain after you have installed the operating system, Contact Center Manager Server, and Contact Center Manager Administration.
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If you are installing a co-resident server that includes a Communication Control Toolkit server, then add the server to a domain after you install the Communication Control Toolkit software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you have chosen to install a coresident configuration, then you cannot delay the installation of Contact Center Manager Administration (and Communication Control Toolkit, if applicable) as this would entail having Contact Center Manager Server running on a server that is not part of a domain. Instead, you must install Contact Center Manager Administration (and Communication Control Toolkit, if applicable) directly after Contact Center Manager Server so that you can add the server to the domain immediately after the installation. ATTENTION
When you are installing the latest Service Update, take note of the Administrator account that you used to log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation will fail.
Installation tips Follow the installation and configuration tips in the appropriate document for each software program:
For information on installing and configuring Contact Center Manager Server, see the Nortel Contact Center Manager Installation and Maintenance Guide for the co-resident server.
For information on Contact Center Manager Administration, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
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For information on installing and configuring Communication Control Toolkit, see the Nortel Communication Control Toolkit Installation and Maintenance Guide.
When installing the chosen software, first install the Contact Center Manager Server software from the Contact Center installation DVD. Once the installation is complete, the installation program then asks if you want to install Contact Center Manager Administration on the server. When you are finished installing Contact Center Manager Administration, and if you are not installing Communication Control Toolkit, the system prompts you to restart the server. However, if you are installing Communication Control Toolkit, then the installation continues.
Coresidency and your network When you have the networking feature enabled, and one Contact Center Manager Server is co-resident with the Contact Center Manager Administration server, then you can only use this Contact Center Manager Administration server to administer the Contact Center Manager Server server with which it resides. Additionally, if you have a stand-alone Contact Center Manager Administration server and a co-resident Contact Center Manager Administration server, you can use the stand-alone Contact Center Manager Administration server to administer the co-resident Contact Center Manager Server/Contact Center Manager Administration server, but you should not use the co-resident Contact Center Manager Administration server to administer other Contact Center Manager Servers in the network. This is because the administration of other non-coresident Contact Center Manager Servers puts an additional load on the CPU of the co-resident server (which may impact the call center operation). If ADAM replication is enabled on the co-resident Contact Center Manager Administration server, then this server shares Contact Center Manager Administration data with all other replication-enabled Contact Center Manager Administration ADAM instances in your network. For example, if you have a stand-alone Contact Center Manager Administration server that has a number of Contact Center Manager Servers configured on it, when this server replicates with a co-resident Contact Center Manager Administration server, all Contact
96
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June 2007
Optional system components
Center Manager Servers are also visible on the co-resident server. However, even though the co-resident Contact Center Manager Administration server displays these multiple Contact Center Manager Servers, you can use it only to administer the Contact Center Manager Server with which it resides. A further consideration is the extra bandwidth usage of co-resident Contact Center Manager Administration servers that have multiple Contact Center Manager Servers configured on them. Each Contact Center Manager Administration server (both stand-alone and co-resident) receives multicast data from each Contact Center Manager Server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in duplicate multicast data being sent out over the network. On a co-resident Contact Center Manager Administration server that is not replicating, Nortel recommends that you configure only the co-resident Contact Center Manager Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Contact Center Manager Administration on to the network by using the multicast filtering feature. This feature allows Contact Center Manager Administration to only transmit multicast data for the configured Contact Center Manager Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Contact Center Manager Server configured on any of the replicating Contact Center Manager Administration servers. Notes:
The NCC server must be installed on a stand-alone server; it cannot coreside with Contact Center Manager Administration on one server.
If you have multiple Contact Center Manager Administration servers in your network, the data that you create and store on one server (such as partitions) is only available on this server; it is not reflected on all Contact Center Manager Administration servers in your network.
Using Contact Center Manager Administration on a co-resident server When using Contact Center Manager Administration on a co-resident server that is also used as a Contact Center Manager Client PC (when you launch a browser session on the co-resident server and work with Contact Center Manager Administration), to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run Technical Requirements and Operating System Configuration Guide for the co-resident server
97
Optional system components
Standard 6.03
(either ad hoc or scheduled) and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which could have a negative effect on the performance of the co-resident server. When using Contact Center Manager Administration on a co-resident server with an external Contact Center Manager Client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the co-resident server. Nortel recommends that you consult the Capacity Assessment Tool (CapTool) before using any components on your co-resident server to ensure that the server meets the requirements of your contact center. As of the date of publication, the CapTool enables you to assess the setup of your co-resident system when external clients are used. Future releases of the CapTool will include a coresident client/server component. The CapTool is available on the Partner Information Center (PIC) web site.
Multiple language support The supported languages for servers are shown in the following table.
98
English
Japanese
Traditional Chinese
Windows Server 2003
supported
supported
supported
CCMS
supported
supported
supported
CCMS, CCMA
supported
supported
supported
CCMS, CCMA, CCT
supported
supported
supported
Contact Center Manager Server
June 2007
Optional system components
Applying patches When you apply a patch or a Service Update to a co-resident server, always refer to the Readme file that accompanies the new software for instructions on installing the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the co-resident system is always documented in the readme file.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not specifically recommend any tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information on backing up Contact Center Manager Server, see the Contact Center Manager Installation and Maintenance Guide for the co-resident server.
Technical Requirements and Operating System Configuration Guide for the co-resident server
99
Optional system components
100
Standard 6.03
Contact Center Manager Server
Chapter 6
Other configuration tasks In this chapter Ensure that the computer name and DNS host name match
102
What is next?
106
Technical Requirements and Operating System Configuration Guide for the co-resident server 101
Other configuration tasks
Standard 6.03
Ensure that the computer name and DNS host name match You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names, and if necessary, change them.
Ensuring the computer name and DNS host name match 1
Once you have installed the operating system, log on to the server as the local Administrator.
2
From the Start menu, click Control Panel > System. Result: The System Properties window appears.
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June 2007
Other configuration tasks
3
Click the Computer Name tab. Result: The Computer Name information appears.
4
Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name.
5
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
Technical Requirements and Operating System Configuration Guide for the co-resident server 103
Other configuration tasks
Standard 6.03
7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote to determine whether the names match exactly.
8
Perform one of the following tasks: z
If the names match, close the windows you opened and continue with the configuration of the server.
z
If the names do not match, continue with updating the computer name.
Updating the computer name to match the DNS host name 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK. Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround: a. Type any character at the end of the Computer name to enable the OK button.
104
Contact Center Manager Server
June 2007
Other configuration tasks
b. Click OK. c. When the system prompts you to restart, click OK, but do not restart the server. Result: The System Properties window appears. d. Click Change. e. Delete the character at the end of the Computer name. f.
Click OK.
Result: The system prompts you to restart. 4
Click OK.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system has restarted, log on to the server as Administrator.
Domain support After you install the Contact Center components, you can add the server to the domain. If you server is already part of a domain, before you install Contact Center Manager Server, remove the server, create a new user account with local admin privileges, and then log on with new user.
Technical Requirements and Operating System Configuration Guide for the co-resident server 105
Other configuration tasks
Standard 6.03
What is next? You are now ready to install Contact Center Manager Server. For information about installing and upgrading Contact Center Manager Server, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
106
Contact Center Manager Server
Index A anti-virus software, guidelines for 83 architecture 13
B backing up data on a coresident server 99
C checking before installing software 38 Citrix 82 CLAN setting TCP/IP parameters for 52 computer name 50 matching 102 configuring Windows Server 2003 60 connecting Meridian Mail 78 connecting the Nortel server subnet 76 Contact Center Manager Server external connections required for 78 switches supported by 15 Contact Center Manager server network interface cards 15 coresidency and the customer network 96 coresident architecture 13 backing up and restoring data on 99 combinations 86 installation order 94 migration procedures 88 corporate licensing 13
D
Date and Time Settings window 50 daylight savings time 50, 62 disabling NetBIOS 75 disk partitioning 34 DNS host name matching 102 documents related to Contact Center 6.0 18
E ELAN connecting 77 setting TCP/IP parameters for 52, 63 ELAN subnet 31 experience required 17 extended partitions 34 external connections required for Contact Center Manager Server 78
G guidelines for anti-virus software 83 guidelines for installing utility-class software 82
H High Availability platforms 27
I IIS service 46 installing coresident applications 94 installing windows service packs 47
K knowledge required 17
data backing up and restoring 99
Technical Requirements and Operating System Configuration Guide for the co-resident server 107
Index
L language support 98 licensing corporate and nodal 13 Licensing Modes window 49 Local Area Network (LAN) 15
M Meridian Mail connecting to a serial port 78 migration of coresident software 88 Modem Dialing Information window 51 multiple languages and coresident servers 98
N NCC setting time zone for 50, 62 NCC server and coresidency 97 network cards installing two 75 Network interface cards (NIC) 15 network security 42 Networking Components window 52, 63 Networking Settings window 51 nodal licensing 13 Nortel server subnet 31 Nortel server subnet connecting 76
O
Standard 6.03
primary partitions 34
R RAID 81 Regional Settings window 49, 62 related documents 18 required experience 17 requirements operating system 46 restoring data on a coresident server 99
S security 42 security patches 72 server operating system 46 server port usage 39 server security 42 service packs for Windows 2003 47 Session Initiation Protocol (SIP) network interface information 15 SNMP service 46 standalone architecture 13 supported coresident combinations 86 switches supported by Contact Center Manager Server 15
T
operating system requirements 46 order of coresidency installation 94
TCP/IP parameters setting for CLAN 52 setting for ELAN 52, 63 time zone, setting for NCC server 50, 62
P
U
partitioning disks 34 patches, applying to coresident servers 99 Personalize Your Software window 49 port usage 39 preinstallation check 38
upgrading coresident servers 88 using CCMA 97 utility software, guidelines 82
108
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Index
V virtual memory checking settings 55, 61
W Windows 2003 Server Datacenter 37 Windows 2003 Server Enterprise 37 Windows 2003 Server Web 37 Windows 2003 Standard 37 workgroup name adding 53 Workgroup or Computer Domain window 53
Technical Requirements and Operating System Configuration Guide for the co-resident server 109
Index
110
Standard 6.03
Contact Center Manager Server
Reader Response Form Contact Center Manager Server Product release 6.0 Technical Requirements and Operating Configuration Guide for the co-resident server
System
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1.
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Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server 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 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.
Publication number: Product release: Document release: Date:
297-2183-944 6.0 Standard 6.03 June 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server Standard version: CS 1000, CS 2100 Nodal, SIP Preliminary version: CS 2100 Networking
Product release 6.0
Standard 6.03
June 2007
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
Publication number: Product release: Document release: Date:
297-2183-944 6.0 Standard 6.03 June 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel 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 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 Networks logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc. CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company. MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. RACORE is a trademark of Racore Computer Products, Inc. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.
Contents Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center Manager Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . 12 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Server guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing and configuring the operating system Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying security patches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server hardware installation Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . .
Optional system components Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported co-resident configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technical Requirements and Operating System Configuration Guide for the co-resident server
25 26 27 34 37 39 42
45 46 47 60 69 72
73 74 75 77 78
79 80 81 82 86 v
Contents
Standard 6.03
Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Installing co-resident applications on Contact Center Manager Server . . . . . 94
Other configuration tasks
101
Ensure that the computer name and DNS host name match. . . . . . . . . . . . . 102 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Index
vi
107
Contact Center Manager Server
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center Manager Release 6.0
12
Skills you need
17
Related documents
18
How to get help
22
Technical Requirements and Operating System Configuration Guide for the co-resident server
7
Getting started
Standard 6.03
New in this release The following sections detail what is new in the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server (297-2183-944) for release 6.03.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:
“Server guidelines” on page 25
“Installing and configuring the operating system” on page 45
“Server hardware installation” on page 73
“Optional system components” on page 79
“Other configuration tasks” on page 101
Other changes See the following sections for information about changes that are not featurerelated.
8
“Update to server guidelines” on page 9
Contact Center Manager Server
June 2007
Getting started
Update to server guidelines The section Server guidelines was updated to include the CPU information that dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Technical Requirements and Operating System Configuration Guide for the co-resident server
9
Getting started
Standard 6.03
Overview This guide describes the prerequisites required for installing Nortel Contact Center Manager Server, Contact Center Manager Administration, and Nortel Communication Control Toolkit on a co-resident system. The Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server provides information and procedures to help you complete the following tasks: z
Install and configure Windows 2003 Server.
Understand the hardware requirements for Nortel Contact Center Manager Server on a co-resident server.
Understand the hardware requirements for Contact Center Manager Administration on a co-resident server.
Understand the hardware requirements for Nortel Communication Control Toolkit on a co-resident server.
ATTENTION
Nortel supports a co-resident system that includes both Contact Center Manager Server and Contact Center Manager Administration or Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. Nortel does not support a co-resident system with Contact Center Manager Server and Communication Control Toolkit.
Who should read this guide This guide is intended for: z
10
Nortel installers and distributors who are responsible for installing and maintaining Contact Center - Release 6.0, or upgrading from an earlier release of Symposium Call Center Server software to Contact Center Manager Server
Contact Center Manager Server
June 2007
Getting started
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. For more information, refer to the Nortel Contact Center Manager Administrator’s Guide.
Technical Requirements and Operating System Configuration Guide for the co-resident server
11
Getting started
Standard 6.03
About Contact Center Manager Release 6.0 Contact Center - Release 6.0 provides a contact center solution for varied and changing business requirements by offering a suite of applications that includes:
telephony and multimedia contact processing
agent handling including the capability of an agent to handle multiple media types
contact management
reporting
networking (for Communication Server 1000/Meridian 1 systems only)
third-party application interfaces
In addition to Contact Center - Release 6.0 components, the contact center requires a switch for telephony services and voice network connectivity, and an optional IVR system for voice processing capabilities. The ability to process multimedia contacts is provided by the integration (and licensing) of Contact Center Manager Server, Contact Center Manager Administrator, Contact Center Manager Multimedia, and Communication Control Toolkit.
Components Contact Center Manager Server uses a client/server architecture, with functionality distributed among various components. The major components of Contact Center Manager Server include:
12
The server—responsible for functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server computer runs under Windows Server 2003 (Enterprise or Standard).
Contact Center Manager Administration—a server where the software for configuring Contact Center Manager Server and monitoring contact center performance is installed. Administrators use the web-based client interface to configure the web-based client/server application installed on the Contact Center Manager Administration server. Contact Center Manager Server
June 2007
Getting started
The License Manager—software that provides access to features within Contact Center 6.0. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.
The switch—provides telephony services and voice network connectivity.
Architecture There are two types of architecture: installation architecture and licensing architecture. Installation architecture consists of stand-alone and co-resident installation. Licensing architecture consists of nodal and corporate licensing. Nodal and corporate packages Nodal license – When only one occurrence of each product is in the network. Products are installed either as stand-alone or co-resident. Corporate license – Where more than one occurrence of any product is in the network. Products are installed either as stand-alone or co-resident. The following diagram illustrates a nodal co-resident Contact Center Manager Server system with License Manager, Contact Center Manager Administration, and Communication Control Toolkit.
Technical Requirements and Operating System Configuration Guide for the co-resident server
13
14 Co-res CCMS CCMA CCT
ELAN Subnet
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
Call Server
NCC
CCMM
Modem
VPN Router 1100
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
Getting started Standard 6.03
Contact Center Manager Server
June 2007
Getting started
Supported switches Contact Center Manager Server supports the following switches: z
Nortel CS 1000/M1
z
Nortel CS2x00/DMS
z
SIP-initiated family of compatible switches
Network components The following major components make up the Contact Center Manager network. Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same machine as Contact Center Manager Server, or on a separate networked machine. Network arrangements All servers must be connected to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interface with the servers also connect to this LAN. A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch. The Contact Center Manager Server now requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second-NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration.
Technical Requirements and Operating System Configuration Guide for the co-resident server
15
VGMC
VGMC
Gateways
OTM
Nortel Server Subnet
CallPilot
ELAN Subnet
Media Servers
Signaling Server
Call Server
NCC
VPN Router 1100
Co-res CCMS CCMA CCT
Modem
CCMM
Customer LAN Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel Server Subnet
ELAN Subnet CallPilot
Nortel Server Subnet
ELAN Subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC
Media Gateway
VGMC VGMC
HDX Application Server
VGMC VGMC
16 VGMC
Media Gateway
CCMS
CCMS
VPN Router 1100
CCMA
VPN Router 1100
CCMA
Modem
CCT
Modem
CCT
Getting started Standard 6.03
Contact Center Manager Server
VGMC
June 2007
Getting started
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Required experience or knowledge Before installing the Contact Center portfolio, you should have the following experience or knowledge:
Client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Technical Requirements and Operating System Configuration Guide for the co-resident server
17
Getting started
Standard 6.03
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 Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
18
297-2183-935
297-2183-212
Contact Center Manager Server
June 2007
Getting started
For information about Refer to
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Technical Requirements and Operating System Configuration Guide for the co-resident server
19
Getting started
Standard 6.03
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
20
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Contact Center Manager Server
June 2007
Getting started
For information about Refer to
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
Technical Requirements and Operating System Configuration Guide for the co-resident server
21
Getting started
Standard 6.03
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
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 is located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site The best way to get technical support for Nortel products is the Nortel Support web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
22
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 Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Contact Center Manager Server
June 2007
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
Technical Requirements and Operating System Configuration Guide for the co-resident server
23
Getting started
24
Standard 6.03
Contact Center Manager Server
Chapter 2
Server guidelines In this chapter Overview
26
Server hardware requirements
27
Disk partitioning requirements
34
Server software requirements
37
Server port usage
39
Contact Center Manager Server security
42
Technical Requirements and Operating System Configuration Guide for the co-resident server
25
Server guidelines
Standard 6.03
Overview This chapter provides guidelines for you to prepare your server for the installation of the co-resident server components. It also describes how to install the necessary hardware for Contact Center Manager Server. Note: If you are installing Contact Center Manager Server (stand-alone), refer to the Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.
Assumptions This chapter assumes the following:
26
Your hardware platform is on the Windows Server 2003 compatibility list.
The switch is correctly installed, operational, and configured for use with Contact Center Manager Server.
The Nortel server subnet is installed and operational.
The ELAN subnet is installed and operational (optional).
Contact Center Manager Server
June 2007
Server guidelines
Server hardware requirements This section provides an overview of the hardware requirements for the Contact Center Manager Server Release co-resident server. The customer-supplied server must meet the minimum requirements described in this section. Note: Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, available from the Partner Information Center web site (www.nortel.com/pic). High Availability Platforms Contact Center Manager Server is also supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program. For more details on this compatibility test program, see www.nortel.com/prd/dpp/.
Technical Requirements and Operating System Configuration Guide for the co-resident server
27
Server guidelines
Standard 6.03
The following table lists the hardware requirements for both coresidency scenarios. ATTENTION
Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
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Hardware item See Note 1.
Server guidelines
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: No
Universal Networking: No
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit not installed.
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with fewer than 300 agents and with the following functionality enabled:
Size: < 300 agents < 12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Co-resident applications: Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit installed.
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
Technical Requirements and Operating System Configuration Guide for the co-resident server
29
Server guidelines
Hardware item See Note 1.
CPU
Standard 6.03
Supported minimum
Recommended minimum
Intel-based CPU, Intel-based CPU, Dual XEON 2.8 GHz dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP are supported.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
2 GB
4 GB
Hard disk space
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
60 GB of logical disk space (120 GB of physical disk space with RAID-1)
Hard disk partitioning
See “Disk partitioning requirements” on page 34 for this information.
Hard disk type SCSI or SATA
SCSI or SATA
Hard disk speed
> 7200 RPM
30
7200 RPM
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Contact Center Manager Server
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Server guidelines
Hardware item See Note 1.
Supported minimum
Recommended minimum
Floppy drive
one floppy drive
one floppy drive
DVD ROM
one DVD ROM drive one DVD ROM drive
Serial port
Additional information
If a floppy drive is installed, it must be letter A.
Drive letter must be E.
Minimum speed is 4X.
See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card (with the ELAN subnet connected to the Nortel server subnet through a one router)
one network interface card
ELAN subnet must be 10/100 Mb/s Ethernet.
(Network Control Center requires only one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
For legacy isolated ELAN subnet configurations, two network interface cards are required.
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity.
Only Ethernet is supported. A Token Ring is not supported.
(Network Control Center requires only one network interface card)
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Server guidelines
Hardware item See Note 1.
Standard 6.03
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
one external modem (Contact Center Manager Server and Contact Center Manager Administration configuration only)
33.6 KB/s minimum for remote technical support. USB modems are supported.
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
See Note 3. Backup/ Restore
backup system for database backup can be either tape drive or remote directory
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
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Server guidelines
Note 3: A modem installation interferes with TAPI. Do not install a modem if TAPI is part of the coresident installation.
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33
Server guidelines
Standard 6.03
Disk partitioning requirements This section shows you how to partition your server for a co-resident Contact Center Manager Server. The minimum partition sizes are based on the following:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
The actual requirements for a contact center will vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center web site (www.nortel.com/pic). Note: If the existing 5.0 Co-resident server C: partition size is less than 24 GBytes, you must rebuild the platform to increase the partition size to the supported size and reinstall the OS or perform a platform migration before you can upgrade to Contact Center Manager Server.
Primary and Extended partitions The operating system resides on the C partition. This must be the only primary partition. All other partitions (D, F, G, and so on) must be logical drives within extended partitions. Pay close attention to this when partitioning your drives. Refer to the documentation provided with the operating system for details. Note: Database partitions must not exceed 32 GB.
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Server guidelines
Partitioning requirements for the co-resident server The section provides detailed information about partitioning a server to meet the requirements of Platform Vendor Independence. This information covers both coresidency scenarios. The minimum and maximum partition sizes are provided in the following table. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
24 GB
32 GB
N/A
D
8 GB
16 GB
N/A
NTFS partition on disk 0. This must be partitioned as the primary Limited only by the partition. The Windows 2003 operating system and pcAnywhere operating are installed here. system Communication Control Toolkit and Contact Center Manager Administration are installed on C by default. An alternate location can be selected during the installation.
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and any additional drives are used to store the database.
Technical Requirements and Operating System Configuration Guide for the co-resident server
35
Server guidelines
Standard 6.03
Notes:
36
Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
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Server software requirements The following requirements apply to the software used with the Contact Center Manager Server installation.
Operating system requirements The following table provides operating system compatibly for a coresident installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows 2003 Server Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Windows 2003 Server Datacenter Edition
Not supported
N/A
Windows 2003 Server Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Server guidelines
Standard 6.03
Preinstallation check To check whether a particular server meets these basic requirements for Platform Vendor Independence, run the Pre-installation Compliancy Checker utility on that server after the operating system is installed and partition the drives according to the specifications in this chapter. This utility is included on the server application DVD. It generates warnings and suggestions when the server does not satisfy the minimum or suggested requirement. Note: The Pre-installation Compliancy Checker utility does not check all of the requirements for platform vendor independence. You must ensure that the server meets all requirements. For more information, refer to the Nortel Contact Center Manager Planning and Engineering Guide.
pcAnywhere Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia Server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.
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Server guidelines
Server port usage The following table provides the listener ports that Contact Center Manager Server uses. Note: The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port 53. Contact Center Manager Server Port number
Network interface
Functionality
135
Nortel server subnet
Microsoft Windows RPC Locator Service
137
Nortel server subnet
NetBIOS Name Service
138
Nortel server subnet
Microsoft NetBios Datagram Service
139
Nortel server subnet
NetBIOS Session Service
161
Nortel server subnet
SNMP (required if SNMP NMS is connected)
162
Nortel server subnet
SNMP traps (required if SNMP NMS is connected)
530
Nortel server subnet
Microsoft Windows RPC Courier Service
1024–65535
Nortel server subnet
The range of ports that can be used by the RPC dynamic ports Note: Contact Center Manager Server uses other hardcoded ports internally.
Technical Requirements and Operating System Configuration Guide for the co-resident server
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Server guidelines
Standard 6.03
Contact Center Manager Server Port number
Network interface
Functionality
2500
ELAN subnet
ICM Note: Not applicable to SIP.
3000
Nortel server subnet
MLS (Enterprise Solution Link Services) Note: Not applicable to SIP.
3150
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
3151
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
5000–5003
Nortel server subnet
Contact Center Manager Server Database
5004
Nortel server subnet
Sybase XP Server
5010
Nortel server subnet
Sybase Replication Server
5631
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
5632
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
060
NSS
SIP
8888
ELAN subnet
AML Note: Not applicable to SIP.
10008
ELAN subnet
Default port 31200
DB Replication Listener Port
TBA
Report Listener
40
CallPilot Integration
TBA
Contact Center Manager Server
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Server guidelines
Contact Center Manager Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port 10000, which is a hardcoded port used to enable interoperability between Symposium applications and external third-party applications (applications developed using the RTD API). Any third-party application installed on the Contact Center Manager Server must not use any of the ports listed in the following table as it can cause the Contact Center Manager Server application to malfunction. The following table shows the ports that Contact Center Manager Server uses. Contact Center Manager Server Port number Functionality
3500
CS2x00/DMS
1550
HDX CAPI
TCP 4422
TAO Name Service
12668–12670
TraceControl
10001–10082
Networking
10000
Hardcoded Toolkit Name Service
3998
License Manager destination port This is the first of ten consecutive ports required for license management.
3999 - 4007
License Manager client source port
3389
Remote Desktop Connection for support purposes.
5060
SIP default port.
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Server guidelines
Standard 6.03
Contact Center Manager Server security This section provides an overview of security on the Contact Center Manager Server co-resident server.
Server security Server security is achieved through the following means:
Apply Microsoft security updates on a timely basis.
Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.
Make sure all services providing a network interface (such as the CTI service provider) are running using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.
Disable all non-essential network services
Network security Network security is handled differently depending on the interface in question, as described in the following table.
42
Interface
Network Security Mechanism
CTI API
The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.
AML (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
Symposium Link (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet. Contact Center Manager Server
June 2007
Server guidelines
Interface
Network Security Mechanism
Overhead, Provided by pcAnywhere over a virtual private network Administration, and (VPN). Maintenance
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44
Standard 6.03
Contact Center Manager Server
Chapter 3
Installing and configuring the operating system In this chapter Overview
46
Installing Windows Server 2003
47
Configuring Windows Server 2003 (if it is already installed)
60
Configuring Data Execution Prevention
69
Applying security patches
72
Technical Requirements and Operating System Configuration Guide for the co-resident server
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Installing and configuring the operating system
Standard 6.03
Overview Contact Center Manager Server must be installed on a server that is running a copy of Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard Edition. This chapter describes the process to install, configure and verify the correct parameters for the Windows Server 2003 installation. Follow the checklists in this section to perform on of the following tasks:
If you want to install a new copy of Windows Server 2003, refer to “Installing Windows Server 2003” on page 47.
If you want to configure an existing copy of Windows Server 2003, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 60.
Services required for the co-resident server The co-resident server runs on the Windows Components installed by default in Windows Server 2003 as a stand-alone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. This allows you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must be installed for the Contact Center Manager Administration component.
Do not install any additional services on your server that are not installed by default or listed above.
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Installing and configuring the operating system
Installing Windows Server 2003 Install the latest Windows Server 2003 service pack that has been validated with Contact Center Manager Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (Available on the Partner Information Center web site).
Before you begin 1.
Complete the Contact Center Manager Server Pre-Installation tab of the Installers Roadmap. Available on the Partner’s Information Center web site (www.nortel.com/pic)
2.
Verify all of the IP addresses and host names.
3.
Verify that the IP addresses and host names are unique within the network.
4.
If your server uses RAID, make sure that the RAID configuration is set up according to the manufacturer’s instructions.
5.
Obtain a CD-ROM containing Windows Server 2003. You may also require boot disks.
ATTENTION!
6.
Other versions of the Windows Server operating system software are not supported.
Start the installation of Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for Windows Server 2003. It must reside on the C drive of your server on an NTFS partition with a minimum size of 16 GB MB). The recommended size is 32 GB.
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Installing and configuring the operating system
7.
Standard 6.03
The Setup Wizard copies the Windows Server 2003 files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. CAUTION Risk of installation failure
.
If your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation.
Performing a new installation of Windows Server 2003 Use the following checklist to perform a new installation of Windows Server 2003. Install Windows Server 2003 Step
✔
Details
1
Set up your If your server uses RAID, ensure the RAID configuration is set RAID up according to the manufacturer’s instructions. configuration.
2
Obtain the Windows Server 2003 CD-ROM.
48
Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition). Note: Do not use Windows Server 2003 Datacenter or Web editions.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
3
Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the onscreen instructions to create a partition for the operating system. This partition must reside on drive C:\ of your server on an NTFS partition.
Start the Windows Server 2003 installation.
✔
Setup copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. 4
Complete the Use the following guidelines in this table to complete the Windows Windows Server 2003 Setup wizard. Server 2003 Setup wizard.
Regional Settings window
Personalize Complete this window as required for your site. Your Software window
Licensing Nortel recommends that you use the Per server licensing mode Modes window and that you have a minimum of five concurrent connections.
Complete this window as required for your site.
This is the default.
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49
Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 Step
Computer Name and Administrator Password window
✔
Details
Enter the computer name and administrator password. Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or underscores are allowed). If you change the computer name of Contact Center Manager Server during the upgrade, you must reconfigure all of your other Contact Center components with the new computer name:
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
You must also ensure that the new computer name and DNS host name match, and that all third-party applications that require a computer name, use the new Contact Center Manager Server name.
50
Date and Time Complete this window as required for your site. Ensure the Settings correct time zone is set for the server. window For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
Modem Dialing Information window
Complete this window as required for your site.
Networking Settings window
After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.
✔
Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet and ELAN cards
Complete the following steps for each card that the Setup wizard detects on your server. 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site. Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.
3
52
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Workgroup or Computer Domain window
Details
✔
Adding computer to a workgroup 1 Select No, this computer is not on a network, or is on a network without a domain. 2
In the Workgroup or computer domain box, type the workgroup name.
You can add the server to a domain, after you install Contact Center Manager Server. 5
Log on to After the Windows Server 2003 Setup wizard installation of the Windows operating system is complete, you must configure the operating Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM. When you log onto Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check Don’t display this screen on startup.
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 ✔
Step
Details
6
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
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Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to uncheck IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Details
7
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
Note: For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5 * RAM. If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 ✔
Step
Details
8
You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.
9
Check the binding order for the Nortel server subnet and ELAN cards.
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
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1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Details
10 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.
✔
Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Standard 6.03
Install Windows Server 2003 Step
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk. Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.
11 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 12 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
13 Install the Windows Server 2003 service pack.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Contact Center Manager Server
June 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Details
14 Install the Internet Group Management Protocol patch from Microsoft.
After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.
✔
To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed on the Microsoft Web site (www.microsoft.com). Note: If your version of Windows Server 2003 requires this patch, but you do not install it, your server will not reliably receive multicast data from the server in Contact Center Manager Server.
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (if it is already installed) Use the following checklist to configure Windows Server 2003. Configuring Windows Server 2003 (already installed) Step
✔
Details
1
Change the To ensure server security, change the default Administrator Administrator password for Windows as soon as possible. password.
2
Check the licensing mode.
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Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting. 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Licensing to view and change the licensing mode.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
3
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
4
Complete this window as required for your site. Ensure the correct time zone is set for the server.
5
Date and Time Settings.
Check the computer name.
For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic). Tip: 1
From the Start menu, choose Settings > Control Panel.
2
Double-click System, and then click the Network Identification tab.
3
To make changes, click Properties.
Note: Make sure that the Windows computer name and TCP/IP DNS host name are identical, including uppercase and lowercase letters. 6
62
Check the workgroup name.
Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap. Note: If you are adding your computer to an existing domain, add the server to your domain only after you have installed the Contact Center Manager Server application. For details, please refer to The Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
7
You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.
Check the bindings order for the Nortel server subnet and ELAN subnet cards
✔
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
If the server has more than two network interface cards, make sure that all of the other network interface cards are disabled and that they do not have IP addresses assigned to them.
Networking Components window
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN subnet network interface cards. Note: If you are installing Windows Server 2003 Release 2, do not install or configure the optional components provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deselect any of these default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) Step
Networking Components window (continued)
✔
Details TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)
Complete the following steps for each card that the Setup wizard detects on your server: 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.
Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. 3
8
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
Log on to After the Windows Server 2003 Setup wizard completes the Windows installation of the operating system, you must configure the Server 2003. operating system before installing Contact Center Manager
Server. Remove the DVD-ROM. When logging on to Windows Server 2003 for the first time, the Windows 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check the Don’t display this page at logon checkbox.
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Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
9
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
Add or Remove Programs.
✔
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to clear IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
10 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist: 1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
11 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0. Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly
66
1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step Format all disk drives (continued).
Details
✔
a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives. 12 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 13 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
14 Install the Windows Server 2003 service pack and any Nortelapproved hotfixes.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Installing and configuring the operating system
Standard 6.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
15 Update the emergency repair disk.
Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address). TIP
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1
From the Start menu, choose All Programs > Accessories > System Tools > Backup.
2
Follow the on-screen instructions to select what you want to back up.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on Contact Center Manager Administration Nortel recommends that you perform this procedure before you install Contact Center Manager Administration. 1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Installing and configuring the operating system
Standard 6.03
Result: The System Properties window opens.
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3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
Contact Center Manager Server
June 2007
Installing and configuring the operating system
Result: The Performance Options window opens. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab opens.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
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Installing and configuring the operating system
Standard 6.03
Applying security patches Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800 40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact centre administrator must fulfil this role.
Compatibility of security patches with your server Whenever possible, Nortel incorporates the latest operating system security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. Note: Nortel recommends that you follow the security guidelines for installing patches, and refer to the latest Contact Center Manager Administration Service Packs Compatibility & Hotfix Applicability document, available through Nortel support organizations or your distributor. If your server does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of your application (from the backup you made before applying the patch). For added security, always check to see if Nortel has already verified the Microsoft patch for its compatibility with your application.
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Contact Center Manager Server
Chapter 4
Server hardware installation In this chapter Overview
74
Connect the Nortel server subnet
75
Connect the ELAN subnet (optional)
77
Connect Meridian Mail with a serial port (if required)
78
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Server hardware installation
Standard 6.03
Overview This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations. Note: When you use a single network interface card (NIC) configuration with Contact Center Manager Server, or when you move from a dual NIC to a single NIC, you must add a new route in LD 117 for the router between the switch subnet and the managed server subnet in the switch. You must also enable this route in LD 117. For more information refer to the Contact Center Communication Server 1000/Meridian 1 PBX, and Voice Processing Guide. The following external connections are required for Contact Center Manager Server:
a network connection to the Communication Server 1000 or Communication Server 1000 switch
a network connection to Contact Center Manager Administration
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
a serial connection to a modem for remote support. (You can also use a USB modem connected to a USB port.)
This section provides information about
74
connecting the Nortel server subnet (not applicable to SIP)
connecting the ELAN subnet (not applicable to SIP)
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian Mail)
connecting the modem
Contact Center Manager Server
June 2007
Server hardware installation
Connect the Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Notes:
You only require one network interface card for Contact Center Manager Server; however, if you are planing to use two network interface cards in your configuration, you must configure the bindings order of the network interface cards so that the Nortel server subnet network interface card comes first, then the ELAN network interface card, and then the virtual adapters for remote access.
If you are using a SIP switch, you can skip this step.
Two network cards If you use two network interface cards in your Contact Center Manager Server, you must disable NetBIOS on one or both network interface cards. Nortel recommends that you disable NetBIOS on the non- Nortel server subnet card. Disabling NetBIOS 1
From the Start menu, choose Control Panel > Network Connections, and then select the appropriate network connection.
2
Click Properties.
3
Select Internet Protocol (TCP/IP), and then click Properties.
4
Click Advanced.
5
Click the WINS tab.
6
Select the Disable NetBIOS over TCP/IP check box.
7
Click OK.
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Server hardware installation
Standard 6.03
Connecting the Nortel server subnet
76
1
Locate the slot assigned to the Nortel server subnet network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the cable from the Nortel server subnet to the Nortel server subnet network interface card in the server in accordance with customer site networking guidelines.
Contact Center Manager Server
June 2007
Server hardware installation
Connect the ELAN subnet (optional) You must configure the ELAN subnet if you are using two network interface cards. You are not required to configure an ELAN subnet for Contact Center Manager Server. Note: If you are using a SIP switch, you can skip this step
Connecting the ELAN subnet 1
Locate the slot assigned to the ELAN network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.
4
Connect the LAN cable from the ELAN network interface card in the server to the hub.
5
Plug in the power cord for the hub.
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Server hardware installation
Standard 6.03
Connect Meridian Mail with a serial port (if required) The following external connections are required for Contact Center Manager Server:
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
This section provides information about connecting Meridian Mail with a serial port (if you are using Meridian Mail) If you are using Access Link for Meridian Mail, to provide voice processing or IVR services, you must connect the server to Meridian Mail.
Connecting to Meridian Mail with a serial port (COM2) 1
Ensure that COM2 is set to 9600 bps. a. From Control Panel, choose System. b. Click the Hardware tab, and then click Device Manager. c. Choose Ports (COM & LPT). d. Right-click Communications Port (COM2), and then choose Properties. e. Select the Port Settings tab.
2
Ensure there are no resource conflicts.
3
Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server. Note: The connection to Meridian Mail is complete.
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Contact Center Manager Server
Chapter 5
Optional system components In this chapter Overview
80
Redundant array of independent disks
81
Installing third-party applications
82
Supported co-resident configuration
86
Supported co-resident upgrade procedures
88
Installing co-resident applications on Contact Center Manager Server
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Optional system components
Standard 6.03
Overview This chapter provides the guidelines for installing optional components on the Contact Center Manager Server.
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Contact Center Manager Server
June 2007
Optional system components
Redundant array of independent disks The following components are essential to perform diagnostics, installation, and maintenance procedures:
Windows Server 2003 (Enterprise or Standard) CD-ROM
manufacturer’s RAID controller driver disk, if a RAID controller is used
manufacturer’s diagnostics software
(optional) blank backup tape for execution of tape diagnostics
manufacturer’s documentation for installing, maintaining, and troubleshooting the platform and peripherals
For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. With the RAID controller, you can configure your linked drives into a RAID subsystem. Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives duplicating the storage of data. There is no striping. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides the best performance and the best fault-tolerance in a multi-user system, but at a higher cost. Note: RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can be overlapped. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. It is best for multi-user systems in which performance is not critical or which involve few write operations. RAID implementation issues must be addressed by the RAID vendor. not used for booting.
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Optional system components
Standard 6.03
Installing third-party applications Due to the mission-critical, real-time processing performed by Contact Center applications you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in this section.
Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center applications. The installation of third-party applications may cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on).
Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Anti-virus software is classified as a utility and is subject to the generic guidelines listed in the following section. Depending on the Contact Center application type, there can also be additional anti-virus software guidelines in this document.
Note: Nortel does not support connection to Contact Center Manager Server through Citrix Presentation Server 4.0. However, you can access Contact Center Manager Administration and Agent Desktop Displays through Citrix Presentation Server 4.0.
Generic guidelines for utility-class software applications The following are generic guidelines for utility-class software:
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During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (refer to each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows Operating system. Contact Center Manager Server
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Optional system components
The utility must not cause any improper software shutdowns or out-ofsequence shutdowns.
The utility must not administer the Contact Center application.
If the utility has its own database, it must not impact the Contact Center application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) used to reclaim memory that is unused by Microsoft should not be used.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center application (for example, it must not cause DLL conflicts). If such conflicts are discovered, a rebuild of the server may be necessary.
The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to putting the Contact Center application into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end-user may be asked to remove third-party software.
Additional guidelines for use of anti-virus software Nortel acknowledges that user’s security policies may require the installation of anti-virus software on the application server. Nortel has selected a representative sample of anti-virus software packages and has a policy of performing validation of these products to ensure coresidency with our server application products. The current suite of anti-virus products Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust Anti-virus
The following generic guidelines for the use of anti-virus software:
During service update installation on both the client and server, all antivirus functionality should be disabled (for example, firewalls, [passive]
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scanning, auto updates, and so on), and should not start up automatically until the entire Contact Center application installation procedure is complete. Re-enable anti-virus functionality afterwards, as required.
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Infected file quarantine policy on the server and client: Anti-virus software can be configured to clean up the detected virus automatically and files should be quarantined if a infected files cannot be cleaned. Nortel should be contacted to verify wether the quarantine file is part of our product files or dependent system file. In the event of virus detection, the server should be removed from the network immediately during virus eradication to prevent further virus propagation.
Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application service updates. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an additional load on a Contact Center application platform. It is the implementation personnel's responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the anti-virus software scan causes the platform average CPU utilization to exceed the recommended percentage for longer than 20 minutes, then the anti-virus software must not be loaded onto the Contact Center application platform.
For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled): F:\Nortel\Database\
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D:\Nortel\iccm\sdm\log OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning. D:\Nortel\iccm\logs D:\nortel\iccm\sgm\config\ D:\Nortel\Core\CMF\(current version of CMF)\. D:\Program Files\Nortel Networks\MAS\ConfMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\CStore (for SIP installation) D:\Program Files\Nortel Networks\MAS\IvrMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\MediaController (for SIP installation) D:\Program Files\Nortel Networks\MAS\Mmc (for SIP installation) Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Notes:
Nortel does not provide support on the configuration of anti-virus software, but will endeavour to offer guidance where possible. Questions or problems on anti-virus software should be directed to the appropriate vendor.
If performance or functionality issues are raised to Nortel support personnel as part of the fault diagnosis process, you may be asked to remove thirdparty utility software or anti-virus software.
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Supported co-resident configuration This section provides a list of possible co-resident combinations for the coresident server.
Co-resident table - supported combinations Contact Center License Manager Server Manager
Contact Center Manager Communication Administration Control Toolkit
✔
Server Utility
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔ ✔ ✔
✔ = Supported Combination
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Notes:
Contact Center Multimedia and Replication Server cannot coreside with any other server application.
You must install the Contact Center components in order from left to right.
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Supported co-resident upgrade procedures The table in this section provides a list of the supported co-resident upgrade procedures. For more information about upgrading to Contact Center Manager Server and Contact Center Manager Administration, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide and the Nortel Contact Center Manager Administration Installation and Maintenance Guide for the coresident server.
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Symposium Call Center Server 5.0 (stand-alone) computer A
Symposium Web Client 4.5 (standalone) computer B
Optional system components
Computer A
Computer B
Contact Center Manager coresident new computer C
1.Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
1. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration on computer B.
2. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration.
2. Upgrade Symposium Web Client 4.5 to Contact Center Manager Administration. 3. Back up Contact Center Manager Administration. 4. Install Contact Center Manager Administration on computer A.
3. Uninstall Contact 3. Back up Symposium Call Center Manager Center Server 5.0 on Administration. computer A. 4. Back up 4. Install Contact Symposium Call Center Server 5.0 on Center Manager Server as Migration computer A. on computer C using 5. Install Contact Back up from Step 3. Center Manager
5. Restore Contact Server as Migration Center Manager Administration with on computer B using Back up from Step 4. Back up file from Step3.
5. Install Contact Center Manager Administration on computer C.
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Computer A
Standard 6.03
Contact Center Manager coresident new computer C
Computer B
6. Install Contact Center Manager Administration on computer B. 7. Restore Contact Center Manager Administration with the backup file from Step2.
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6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Symposium Call Center Server 5.0 (stand-alone) computer A
Contact Center Manager Administration (stand-alone) computer B
Optional system components
Computer A
Computer B
1. Upgrade Symposium Call Center Server 5.0 to Contact Center Manager Server.
1. Back up Contact Center Manager Administration.
2. Back up Contact Center Manager Administration. 3. Install Contact Center Manager Administration on computer A. 4. Restore Contact Center Manager Administration with Back up file from Step 2.
Contact Center Manager coresident new computer C
1. Back up Contact Center Manager Administration on 2. Uninstall Contact computer B. 2. Back up Center Manager Symposium Call Administration. Center Server 5.0 on 3. Back up computer A. Symposium Call Center Server 5.0 on 3. Migrate Contact Center Manager computer A. Server on computer 4. Install Contact C using Back up Center Manager Server as Migration from Step 2. on computer B using 4. Install Contact Back up from Step 3. Center Manager Administration on 5. Install Contact computer C Center Manager 5. Restore Contact Center Manager Administration with 6. Restore Contact the backup file from Center Manager Administration with Step 1. the backup file from Step 1. Administration on computer B.
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Symposium Call Center Server with Symposium Web Client co-resident computer A
Standard 6.03
Computer A
Computer B
Use the co-resident upgrade procedure.
N/A
Contact Center Manager coresident new computer C
1. Upgrade Symposium Web Client to Contact Center Manager Administration on computer A. 2. Back up Contact Center Manager Administration on computer A. 3. Back up Symposium Call Center Server on computer A. 4. Migrate Contact Center Manager Server on computer C using the backup from Step 3. 5. Install Contact Center Manager Administration on computer C. 6. Restore Contact Center Manager Administration with the backup file from Step 2.
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Computer A
Symposium Call Center Server with Symposium Web Client co-resident computer A
Computer B
Contact Center Manager coresident new computer C
1. Install Symposium 1.Follow the procedure in the Web Client on Contact Center computer B. Manager Server 2. Back up Installation and Symposium Web Client on computer Maintenance Guide to upgrade A. Symposium Call 3. Restore Center Server 5.0 to Symposium Web Contact Center Client on computer Manager Server on B. Computer C. 4. Upgrade to CCMA on computer B.
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Installing co-resident applications on Contact Center Manager Server In Contact Center Manager Server Release 6.0 or later, you can install the following software on the same server:
Contact Center Manager Server
License Manager
Contact Center Manager Administration
Communication Control Toolkit
Server Utility
Installation order When you are installing co-resident applications, the installation order is important. You must always install the Contact Center Manager Server software first, followed by License Manager, Contact Center Manager Administration, Communication Control Toolkit (if applicable), and then Server Utility. You do not have to install all co-resident software at once. Instead, you can install one component, and then install the next component later if you want to work with a co-resident server. For example, you can install Contact Center Manager Server, and then, when the Contact Center Manager Server installation is finished, choose Cancel in the window that asks if you want to proceed with the co-resident installation. When you want to install Contact Center Manager Administration on this server, just insert the Contact Center installation DVD to begin the installation. Note: During the operating system installation, you have the option to add the server to an existing Active Directory domain. Do not add the server to the domain during the operating system installation. Add the server to the domain after you have installed the operating system, Contact Center Manager Server, and Contact Center Manager Administration.
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If you are installing a co-resident server that includes a Communication Control Toolkit server, then add the server to a domain after you install the Communication Control Toolkit software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you have chosen to install a coresident configuration, then you cannot delay the installation of Contact Center Manager Administration (and Communication Control Toolkit, if applicable) as this would entail having Contact Center Manager Server running on a server that is not part of a domain. Instead, you must install Contact Center Manager Administration (and Communication Control Toolkit, if applicable) directly after Contact Center Manager Server so that you can add the server to the domain immediately after the installation. ATTENTION
When you are installing the latest Service Update, take note of the Administrator account that you used to log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation will fail.
Installation tips Follow the installation and configuration tips in the appropriate document for each software program:
For information on installing and configuring Contact Center Manager Server, see the Nortel Contact Center Manager Installation and Maintenance Guide for the co-resident server.
For information on Contact Center Manager Administration, follow the installation and configuration procedures listed in the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
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For information on installing and configuring Communication Control Toolkit, see the Nortel Communication Control Toolkit Installation and Maintenance Guide.
When installing the chosen software, first install the Contact Center Manager Server software from the Contact Center installation DVD. Once the installation is complete, the installation program then asks if you want to install Contact Center Manager Administration on the server. When you are finished installing Contact Center Manager Administration, and if you are not installing Communication Control Toolkit, the system prompts you to restart the server. However, if you are installing Communication Control Toolkit, then the installation continues.
Coresidency and your network When you have the networking feature enabled, and one Contact Center Manager Server is co-resident with the Contact Center Manager Administration server, then you can only use this Contact Center Manager Administration server to administer the Contact Center Manager Server server with which it resides. Additionally, if you have a stand-alone Contact Center Manager Administration server and a co-resident Contact Center Manager Administration server, you can use the stand-alone Contact Center Manager Administration server to administer the co-resident Contact Center Manager Server/Contact Center Manager Administration server, but you should not use the co-resident Contact Center Manager Administration server to administer other Contact Center Manager Servers in the network. This is because the administration of other non-coresident Contact Center Manager Servers puts an additional load on the CPU of the co-resident server (which may impact the call center operation). If ADAM replication is enabled on the co-resident Contact Center Manager Administration server, then this server shares Contact Center Manager Administration data with all other replication-enabled Contact Center Manager Administration ADAM instances in your network. For example, if you have a stand-alone Contact Center Manager Administration server that has a number of Contact Center Manager Servers configured on it, when this server replicates with a co-resident Contact Center Manager Administration server, all Contact
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Center Manager Servers are also visible on the co-resident server. However, even though the co-resident Contact Center Manager Administration server displays these multiple Contact Center Manager Servers, you can use it only to administer the Contact Center Manager Server with which it resides. A further consideration is the extra bandwidth usage of co-resident Contact Center Manager Administration servers that have multiple Contact Center Manager Servers configured on them. Each Contact Center Manager Administration server (both stand-alone and co-resident) receives multicast data from each Contact Center Manager Server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in duplicate multicast data being sent out over the network. On a co-resident Contact Center Manager Administration server that is not replicating, Nortel recommends that you configure only the co-resident Contact Center Manager Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Contact Center Manager Administration on to the network by using the multicast filtering feature. This feature allows Contact Center Manager Administration to only transmit multicast data for the configured Contact Center Manager Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Contact Center Manager Server configured on any of the replicating Contact Center Manager Administration servers. Notes:
The NCC server must be installed on a stand-alone server; it cannot coreside with Contact Center Manager Administration on one server.
If you have multiple Contact Center Manager Administration servers in your network, the data that you create and store on one server (such as partitions) is only available on this server; it is not reflected on all Contact Center Manager Administration servers in your network.
Using Contact Center Manager Administration on a co-resident server When using Contact Center Manager Administration on a co-resident server that is also used as a Contact Center Manager Client PC (when you launch a browser session on the co-resident server and work with Contact Center Manager Administration), to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run Technical Requirements and Operating System Configuration Guide for the co-resident server
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(either ad hoc or scheduled) and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which could have a negative effect on the performance of the co-resident server. When using Contact Center Manager Administration on a co-resident server with an external Contact Center Manager Client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the co-resident server. Nortel recommends that you consult the Capacity Assessment Tool (CapTool) before using any components on your co-resident server to ensure that the server meets the requirements of your contact center. As of the date of publication, the CapTool enables you to assess the setup of your co-resident system when external clients are used. Future releases of the CapTool will include a coresident client/server component. The CapTool is available on the Partner Information Center (PIC) web site.
Multiple language support The supported languages for servers are shown in the following table.
98
English
Japanese
Traditional Chinese
Windows Server 2003
supported
supported
supported
CCMS
supported
supported
supported
CCMS, CCMA
supported
supported
supported
CCMS, CCMA, CCT
supported
supported
supported
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Applying patches When you apply a patch or a Service Update to a co-resident server, always refer to the Readme file that accompanies the new software for instructions on installing the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the co-resident system is always documented in the readme file.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not specifically recommend any tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information on backing up Contact Center Manager Server, see the Contact Center Manager Installation and Maintenance Guide for the co-resident server.
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Contact Center Manager Server
Chapter 6
Other configuration tasks In this chapter Ensure that the computer name and DNS host name match
102
What is next?
106
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Other configuration tasks
Standard 6.03
Ensure that the computer name and DNS host name match You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names, and if necessary, change them.
Ensuring the computer name and DNS host name match 1
Once you have installed the operating system, log on to the server as the local Administrator.
2
From the Start menu, click Control Panel > System. Result: The System Properties window appears.
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3
Click the Computer Name tab. Result: The Computer Name information appears.
4
Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name.
5
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
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7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote to determine whether the names match exactly.
8
Perform one of the following tasks: z
If the names match, close the windows you opened and continue with the configuration of the server.
z
If the names do not match, continue with updating the computer name.
Updating the computer name to match the DNS host name 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK. Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround: a. Type any character at the end of the Computer name to enable the OK button.
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b. Click OK. c. When the system prompts you to restart, click OK, but do not restart the server. Result: The System Properties window appears. d. Click Change. e. Delete the character at the end of the Computer name. f.
Click OK.
Result: The system prompts you to restart. 4
Click OK.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system has restarted, log on to the server as Administrator.
Domain support After you install the Contact Center components, you can add the server to the domain. If you server is already part of a domain, before you install Contact Center Manager Server, remove the server, create a new user account with local admin privileges, and then log on with new user.
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What is next? You are now ready to install Contact Center Manager Server. For information about installing and upgrading Contact Center Manager Server, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide for the co-resident server.
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Index A anti-virus software, guidelines for 83 architecture 13
B backing up data on a coresident server 99
C checking before installing software 38 Citrix 82 CLAN setting TCP/IP parameters for 52 computer name 50 matching 102 configuring Windows Server 2003 60 connecting Meridian Mail 78 connecting the Nortel server subnet 76 Contact Center Manager Server external connections required for 78 switches supported by 15 Contact Center Manager server network interface cards 15 coresidency and the customer network 96 coresident architecture 13 backing up and restoring data on 99 combinations 86 installation order 94 migration procedures 88 corporate licensing 13
D
Date and Time Settings window 50 daylight savings time 50, 62 disabling NetBIOS 75 disk partitioning 34 DNS host name matching 102 documents related to Contact Center 6.0 18
E ELAN connecting 77 setting TCP/IP parameters for 52, 63 ELAN subnet 31 experience required 17 extended partitions 34 external connections required for Contact Center Manager Server 78
G guidelines for anti-virus software 83 guidelines for installing utility-class software 82
H High Availability platforms 27
I IIS service 46 installing coresident applications 94 installing windows service packs 47
K knowledge required 17
data backing up and restoring 99
Technical Requirements and Operating System Configuration Guide for the co-resident server 107
Index
L language support 98 licensing corporate and nodal 13 Licensing Modes window 49 Local Area Network (LAN) 15
M Meridian Mail connecting to a serial port 78 migration of coresident software 88 Modem Dialing Information window 51 multiple languages and coresident servers 98
N NCC setting time zone for 50, 62 NCC server and coresidency 97 network cards installing two 75 Network interface cards (NIC) 15 network security 42 Networking Components window 52, 63 Networking Settings window 51 nodal licensing 13 Nortel server subnet 31 Nortel server subnet connecting 76
O
Standard 6.03
primary partitions 34
R RAID 81 Regional Settings window 49, 62 related documents 18 required experience 17 requirements operating system 46 restoring data on a coresident server 99
S security 42 security patches 72 server operating system 46 server port usage 39 server security 42 service packs for Windows 2003 47 Session Initiation Protocol (SIP) network interface information 15 SNMP service 46 standalone architecture 13 supported coresident combinations 86 switches supported by Contact Center Manager Server 15
T
operating system requirements 46 order of coresidency installation 94
TCP/IP parameters setting for CLAN 52 setting for ELAN 52, 63 time zone, setting for NCC server 50, 62
P
U
partitioning disks 34 patches, applying to coresident servers 99 Personalize Your Software window 49 port usage 39 preinstallation check 38
upgrading coresident servers 88 using CCMA 97 utility software, guidelines 82
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Index
V virtual memory checking settings 55, 61
W Windows 2003 Server Datacenter 37 Windows 2003 Server Enterprise 37 Windows 2003 Server Web 37 Windows 2003 Standard 37 workgroup name adding 53 Workgroup or Computer Domain window 53
Technical Requirements and Operating System Configuration Guide for the co-resident server 109
Index
110
Standard 6.03
Contact Center Manager Server
Reader Response Form Contact Center Manager Server Product release 6.0 Technical Requirements and Operating Configuration Guide for the co-resident server
System
Tell us about yourself: Name: Company: Address: Occupation:
1.
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Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server 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 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.
Publication number: Product release: Document release: Date:
297-2183-944 6.0 Standard 6.03 June 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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