NCC Multimedia and Outbond Installation and Maintenance Guide

297-2183-929
Nortel Contact Center Multimedia and

Outbound
Installation and Maintenance Guide
Product release 6.0 Standard 7.23 March 2008

Nortel Contact Center Multimedia and Outbound
Publication number: 297-2183-929

Product release: 6.0
Document release: Standard 7.23
Date: March 2008
Copyright © 2006–2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Nortel Networks Enterprise
Solution and Contact Center Multimedia/Outbound is proprietary to Nortel Networks. Any other use
of the data and the transmission process is a violation of the user license unless specifically
authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative
usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for
such breach.
This page and the following page are considered the title page, and contain Nortel Networks and
third-party trademarks.
*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200,
DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN,
IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,
Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000),
Supernode, and Symposium are trademarks of Nortel Networks.
3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.
ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and
POSTSCRIPT are trademarks of Adobe Systems Incorporated.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, and WINDOWS XP are trademarks of Microsoft Corporation.
APACHE is a trademark of Apache Micro Peripherals, Inc.
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CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer
Corporation.
InterSystems Caché is a trademark of InterSystems Corporation.
NOVELL is a trademark of Novell, Inc.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
VISIBROKER is a trademark of Visigenic Software, Inc.
UNIX is a trademark of X/Open Company Limited.
WINZIP is a trademark of Nico Mak Computing, Inc.
Contents
1 Getting started 19
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . 26
New features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Part 1 Installing the Contact Center Multimedia/

Outbound server software 45
2 Installing the Multimedia/Outbound server 47

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Section A: Preinstallation 51
Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . . 52
Step 2. Read the relevant documentation and check for updates . . . . . . . . . . 53
Step 3. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . 54
Section B: Installation 69
Step 4. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . . 70
Step 5. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . . 79
Section C: Postinstallation 81
Step 6. Provide local users with the Log on as a service right . . . . . . . . . . . 82
Step 7. Configure the shared inbound and outbound attachment folders . . . 87
Step 8. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . . 100
Step 9. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . . 109
Step 10. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Section D: Client configuration 111
Step 11. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 112
Step 12. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 115
Installation and Maintenance Guide v

Standard 7.23
Step 13. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 117

Section E: External component configuration 121
Step 14. Configure phonesets on the switch for each agent . . . . . . . . . . . . 122
Step 15. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 123
Step 16. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Section F: Contact Center Manager server configuration 125
Step 17. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Step 18. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 129
Section G: CCMA server configuration 131
Step 19. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 132
Step 20. Configure the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Step 21. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 138
Step 22. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Step 23. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Step 24. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 146
Step 25. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 150
Section H: CCT server configuration 153
Step 26. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 154
Step 27. Configure the Contact Management Framework option . . . . . . . . 163
Step 28. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 171
Step 29. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 175
Step 30. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 180
Step 31. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 183
Step 32. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 187
Step 33. Map users to addresses, terminals, and contact center users . . . . . 190
Section I: Contact type configuration 199
Step 34. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Step 35. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 204
Step 36. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Step 37. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 225
Section J: Agent configuration 229
Step 38. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Step 39. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Step 40. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
3 Installing and configuring the external Web server 241

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Prerequisites for installing the Web server software . . . . . . . . . . . . . . . . . . 243
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Install the Web server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Configure your Web server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
4 Using the Web communications customer interface 255

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Access the sample customer interface Web site . . . . . . . . . . . . . . . . . . . . . . 258
Configure properties for the sample CI Web site . . . . . . . . . . . . . . . . . . . . . 278
Test the customer interface Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Prevent blocked invitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Part 2 Upgrading and Migrating Contact Center

Multimedia/Outbound Release 6.0 289
5 Upgrading from SWCP Release 4.0 291

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Step 1. Reduce the Symposium Web Center Portal database . . . . . . . . . . . 298
Step 2. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 299
Step 3. Read the prerequisite documentation and check for updates . . . . . . 300
Step 4. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 301
Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 318
Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 327
Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 330
Step 8. Configure the shared inbound and outbound attachment folders . . 335
Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 348
Step 10. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 357
Installation and Maintenance Guide vii

Standard 7.23

Section F: Database upgrade 375
Step 18. Stop the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Step 19. Back up the Contact Center database . . . . . . . . . . . . . . . . . . . . . . 377
Step 20. Install and configure the Sybase ODBC driver . . . . . . . . . . . . . . . 381
Step 21. Migrate the SWCP 4.0 database to the CCMM server . . . . . . . . . 392
Step 22. Copy the inbound and outbound attachment folders . . . . . . . . . . . 395
Step 23. Restart the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Section G: Contact Center Manager Server configuration 399
Section H: CCMA server configuration 405
Step 26. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 406
Step 27. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Step 29. Remove redundant skillsets and agent assignments . . . . . . . . . . . 415
Section I: CCT server configuration 431
Section J: Contact type configuration 477
Step 42. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 478
Step 45. Review migrated mailboxes and rules . . . . . . . . . . . . . . . . . . . . . . 503
Step 47. Reassign the contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Section K: Agent configuration 509
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6 Upgrading licenses in your current installation 521

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
Step 2. Upgrade the License file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
Step 3. Install any Multimedia/Outbound service updates . . . . . . . . . . . . . 530
Step 5. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . . 545
Step 6. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Section D: CCMA server configuration 549
Step 7. Create additional agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Step 8. Create additional multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 553
Step 9. Create additional supervisors and agents . . . . . . . . . . . . . . . . . . . . . 556
Step 10. Create additional route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Step 11. Configure additional sample multimedia scripts . . . . . . . . . . . . . . 561
Section E: CCT server configuration 565
Step 12. Import additional agent phonesets to the TAPI database . . . . . . . 566
Step 13. Import additional contact center users into CCT . . . . . . . . . . . . . . 575
Step 14. Import additional terminals and addresses into CCT . . . . . . . . . . 579
Step 15. Import additional Windows users into CCT . . . . . . . . . . . . . . . . . 584
Step 16. Import additional agent workstations into CCT . . . . . . . . . . . . . . 587
Step 18. Map additional users to the CCT resources . . . . . . . . . . . . . . . . . . 594
Section F: Contact type configuration 603
Step 19. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 604
Section G: Installing the external Web server 633
Step 23. Check the prerequisites for the Web server . . . . . . . . . . . . . . . . . . 634
Step 24. Install the external Web server software . . . . . . . . . . . . . . . . . . . . 635
Step 25. Configure your Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640
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Standard 7.23
Section H: Agent configuration 645

7 Migrating Contact Center 6.0 to a new server 655

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656
Section A: Source server requirements 659
Step 1. Back up your Contact Center Multimedia database . . . . . . . . . . . . 660
Section B: Preinstallation 669
Section C: Installation 687
Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 688
Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 697
Section D: Postinstallation 699
Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 700
Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 718
Step 11. Restore the Contact Center Multimedia/Outbound data . . . . . . . . 728
Section E: Client configuration 733
Section F: External component configuration 743
Section G: Contact Center Manager server configuration 749
Step 21. Refresh Contact Center Manager Server . . . . . . . . . . . . . . . . . . . . 756
Step 22. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759
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Step 36. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 826
Part 3 Configuring the CCMM Standby server 869
8 Installing the Standby server 871

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872
Step 2. Read the relevant documentation and check for updates . . . . . . . . . 877
Step 3. Share the attachment folders on the Active server . . . . . . . . . . . . . 878
Step 4. Configure the Standby server on the Active server . . . . . . . . . . . . . 880
Step 5. Back up the active Multimedia server . . . . . . . . . . . . . . . . . . . . . . . 882
Step 6. Understand the Active server installation . . . . . . . . . . . . . . . . . . . . 892
Step 8. Install the Standby server software . . . . . . . . . . . . . . . . . . . . . . . . . 910
Installation and Maintenance Guide xi

Standard 7.23
Step 9. Install the Standby server updates . . . . . . . . . . . . . . . . . . . . . . . . . . 919

Step 10. Provide local users with the Log on as a Service right . . . . . . . . . 922
Step 11. Create shared inbound and outbound attachment folders . . . . . . . 927
Step 12. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . 940
Step 15. Add the Standby server to CCMA . . . . . . . . . . . . . . . . . . . . . . . . . 952
Step 16. Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . 954
Step 17. Demote the Standby server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958
Step 18. Confirm the Standby server mode . . . . . . . . . . . . . . . . . . . . . . . . . 962
Step 19. Copy e-mail attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
Step 20. Select the Journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 966
Step 21. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 972
9 Changing the Active server 973

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
Section A: Switching to Standby when Primary server fails 977
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 978
Step 1. Ensure the failed server is disconnected from the network . . . . . . . 979
Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980
Step 3. Confirm the mode of Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
Step 4. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . . 986
Step 5. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . 988
Step 6. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . 990
Step 7. Disable the failed server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 991
Step 8. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . 993
Section B: Switching to Standby for a planned change 995
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996
Step 1. Disconnect Server A from the network . . . . . . . . . . . . . . . . . . . . . . 997
Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998
Step 3. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . 1002
Step 4. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . 1004
Step 5. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . 1006
Step 6. Disable Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1007
Step 7. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 1009
Section C: Restoring CCMM servers to original configuration 1011
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012
Step 1. Ensure users are disconnected . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014
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Step 2. Stop and disable Multimedia services on Server B . . . . . . . . . . . . 1015

Step 3. Backup Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
Step 4. Stop the shadowing process on Server B . . . . . . . . . . . . . . . . . . . . 1026
Step 5. Update the server details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031
Step 6. Demote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1033
Step 7. Stop the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037
Step 8. Stop and disable Multimedia services on Server A . . . . . . . . . . . . 1038
Step 9. Restore the backup to Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . 1042
Step 10. Record the journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1045
Step 11. Update the server details for Server A . . . . . . . . . . . . . . . . . . . . . 1047
Step 12. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . 1050
Step 13. Enable the services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . 1051
Step 14. Restart services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1053
Step 15. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . 1054
Step 16. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . 1056
Step 17. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . 1058
Step 18. Start the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . 1059
Step 19. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . 1060
Step 20. Set shadowing on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1061
Step 21. Enable the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . 1067
Step 22. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . 1069
Part 4 Maintaining the Multimedia/Outbound server 1071
10 Configuring outbound settings and routing 1073

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1075
Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1076
Configure the outbound scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1078
11 Configuring e-mail settings and routing 1079

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1080
Create a recipient mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1084
Configure inbound e-mail settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1088
Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1092
Configure rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1101
Configure a rule for multiple mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . 1124
Installation and Maintenance Guide xiii

Standard 7.23
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139

Configure e-mail for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1142
12 Configuring Web communications settings 1145

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148
Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152
Create autophrases for skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
Create page push lists for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1157
Configure Web-on-hold groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160
Configure Web Communications Manager settings. . . . . . . . . . . . . . . . . . 1165
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172
13 Configuring the Contact Center Agent Desktop 1175

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1176
Reset agent passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Configure custom fields in CCAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180
Configure the active contact timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183
Configure the callback timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1184
Configure attachment size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185
Configure hotdesking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
Configure visual contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188
Configure audible contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190
Configure the terminal state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
14 Uninstalling the software 1193

Uninstall the server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1194
15 Using the Patch Viewer 1201

Use the Patch Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1202
16 Maintaining the database 1205

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206
Maintain the Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1207
Configure the destination location for a backup. . . . . . . . . . . . . . . . . . . . . 1208
xiv Contact Center Multimedia/Outbound

March 2008
Create an immediate backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1213

Create a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1219
Clear a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1224
Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1227
17 Archiving and restoring data 1231

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1232
Archiving the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1233
Restoring the Multimedia database from an archive . . . . . . . . . . . . . . . . . 1242
Recovering from a failed archive or restore . . . . . . . . . . . . . . . . . . . . . . . . 1246
18 Alarms and events 1247

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1248
Create Log reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1249
Trace log events in Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . 1253
Configure the Windows SNMP service on the server . . . . . . . . . . . . . . . . 1255
Use the Event to Trap Translator to select events . . . . . . . . . . . . . . . . . . . 1257
19 Managing security 1261

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1262
General security precautions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1263
Microsoft security guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1264
Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1265
Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . 1266
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1267
Use the Windows Server 2003 Security Configuration Wizard . . . . . . . . . 1273
Enable SSL on the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1281
SMTP Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1285
20 Troubleshooting 1289
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1290
Troubleshoot installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291
Troubleshoot network connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295
Restart Contact Center servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1297
Troubleshoot migration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1300
Troubleshoot licensing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1301
Troubleshoot the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1311
Troubleshoot the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . 1312
Troubleshoot the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1313
Installation and Maintenance Guide xv

Standard 7.23
Troubleshoot the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . . . 1319

Troubleshoot the Outbound Campaign Management Tool . . . . . . . . . . . . 1324
Troubleshoot contact routing errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1325
Troubleshoot Internet Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1327
Troubleshoot archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1328
Configuration for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1329
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1333
21 Using serviceability tools 1335

Use the E-mail Manager Memory Management utility . . . . . . . . . . . . . . . 1336
Part 5 Appendixes 1339
A Event codes 1341

Operating system events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1342
Contact Center Multimedia events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1343
B Feature licensing 1369

Multimedia license codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1370
C Contact life cycles 1373

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1374
Outbound contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1375
E-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1377
Web Communications contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1379
D Change the names or IP addresses of servers 1381

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1382
Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 1383
Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . 1397
Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 1414
Change the Contact Center Manager Standby server IP address . . . . . . . . 1434
Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1458
Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 1481
Change the Contact Center Manager Administration server name . . . . . . 1492
Change the Contact Center Manager Administration server IP address . . 1509
xvi Contact Center Multimedia/Outbound

March 2008
Change the Communication Control Toolkit server name . . . . . . . . . . . . . 1516

Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 1526
Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 1530
Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 1542
Change the Contact Center Multimedia Standby server name . . . . . . . . . . 1549
Glossary 1557
Index 1597
Installation and Maintenance Guide xvii

Standard 7.23
xviii Contact Center Multimedia/Outbound

Chapter 1
Getting started
In this chapter
New in this release 20
Overview 24
About Contact Center Multimedia/Outbound 26
New features 34
How to use this guide 38
Skills you need 40
Related documents 41
How to get help 43
Installation and Maintenance Guide 19

Getting started Standard 7.23
New in this release
The following sections detail what is new in the Nortel Contact Center
Multimedia and Outbound Installation and Maintenance Guide (297-2183-929)
for release 7.23.
“Features” on page 20
“Other changes” on page 23
Features
See the following sections for information about feature changes:
“Licensing updates for CCMM” on page 20
“Agent Idle state settings” on page 21
“Redundancy Server installation” on page 21
“Installation and configuration improvements” on page 21
“Outbound Manager” on page 21
“E-mail Manager” on page 22
“Web Communications Manager” on page 22
“Contact Center Agent Desktop” on page 22
“License Manager” on page 23
“Contact Center Multimedia database” on page 23
Licensing updates for CCMM

Contact Center Multimedia has a licensing grace period that is used to resolve
licensing issues. Information about resetting the grace period, and errors to
determine the amount of grace period time remaining are documented in the
following sections:
“Licensing grace period” on page 1307
“Contact Center Multimedia events” on page 1343
20 Contact Center Multimedia/Outbound

March 2008 Getting started
Agent Idle state settings

You can configure the agent terminal to be in either idle or busy state as the
agent logs off of the Contact Center Agent Desktop. The Agent idle state
settings are documented in the following section:
“Configure the terminal state” on page 1192
Redundancy Server installation

The Redundancy server is a warm standby server that mirrors the Contact Center
Multimedia database. Updates have been made to this section for SUS0303. The
Redundancy server information is documented in the following sections:
“Installing the Standby server” on page 871
Section A:“Switching to Standby when Primary server fails” on page 977
Section B:“Switching to Standby for a planned change” on page 995
Section C:“Restoring CCMM servers to original configuration” on page
1011
Installation and configuration improvements

The installation and configuration of the Contact Center Multimedia and
Outbound server is easier to follow and simpler. The Multimedia database and
other components are silently installed. The installation and configuration
information affects the following chapters:
“Installing the Multimedia/Outbound server” on page 47
“Upgrading from SWCP Release 4.0” on page 291
“Migrating Contact Center 6.0 to a new server” on page 655
“Uninstalling the software” on page 1193
“Using the Patch Viewer” on page 1201
Outbound Manager
Outbound contacts are processed on the Multimedia server. The Outbound
manager information affects the following sections:
“Configuring the outbound contacts” on page 200
“Configuring outbound settings and routing” on page 1073

E-mail Manager
The Email Manager controls how e-mail contacts are routed after they enter a
recipient mailbox and how e-mail attachments are stored in the Contact Center
Multimedia database. The Email Manager information is documented in the
following sections:
“Configuring the e-mail servers” on page 210
“Creating a recipient mailbox” on page 215
“Modifying the system default rule” on page 217
“Modifying the system delivery failure rule” on page 220
“Viewing the sequence and status of the rules” on page 223
“Starting the E-mail Manager service” on page 227
“Configuring e-mail settings and routing” on page 1079
“Troubleshoot the E-mail Manager” on page 1313
Web Communications Manager

The Web Communications Manager controls how Web communications and text
chat contacts are routed. The Web Communications Manager affects the
following sections:
“Configuring the external Web server” on page 213
“Installing and configuring the external Web server” on page 241
“Web communications upgrades” on page 293
“Configuring Web communications settings” on page 1145
“Using the Web communications customer interface” on page 255
Contact Center Agent Desktop

The Contact Center Agent Desktop is a streamlined application that agents use
to handle all types of contacts. Information about the Contact Center Agent
Desktop is found in the following sections:
“Starting the Contact Center Agent Desktop” on page 236
“Configuring the Contact Center Agent Desktop” on page 1175
“Troubleshoot the Contact Center Agent Desktop” on page 1319

License Manager
The License Manager is installed on Contact Center Manager Server. The
License Manager controls the features in the entire Contact Center suite.
Information about the License Manager appears in the following sections:
“Verifying the License Manager and Starter services are started” on page
226
“Troubleshoot licensing configuration” on page 1301
“Feature licensing” on page 1369
Contact Center Multimedia database

The Contact Center Multimedia database stored the contact information. The
Open Queue on Contact Center Manager Server manages contacts and routes
them according to the properties of the contact. Information about the Contact
Center Multimedia database appears in the following sections:
Step 17. “Enable Open Queue” on page 126
“Maintaining the database” on page 1205
“Archiving and restoring data” on page 1231
“Troubleshoot the database” on page 1311
Other changes
See the following sections for information about changes that are not feature-
related.
“Event code information” on page 23
“Windows Vista support” on page 23
Event code information

Event code information in “Event codes” on page 1341 includes the event codes
that are easy to resolve without calling technical support.
Windows Vista support

Contact Center Multimedia client applications are supported on Windows Vista.

Overview
This chapter describes the Contact Center Multimedia/Outbound components

and provides instructions on how to use this guide.
The Nortel Contact Center Multimedia Installation and Maintenance Guide

provides information and procedures to help you complete the following tasks:
understand the features and learn what is new in Contact Center
Multimedia/Outbound Release 6.0
install and configure the Contact Center Multimedia/Outbound software
install service update (SU) packs and service update supplements (SUS)
upgrade Symposium Web Center Portal 4.0 to Contact Center Multimedia/
Outbound 6.0
migrate Contact Center Multimedia/Outbound 6.0 from one server to
another
deploy the Agent Desktop application to agents
deploy the Outbound Campaign Management Tool to supervisors and
administrators
configure the Outbound Campaign Manager
configure the E-mail Manager
configure the Web Communications Manager
configure the Agent Desktop application
install the customer interface and Web components on an External Web
server
use the Administrator application and server utilities
install the Contact Center Redundancy server
uninstall the Contact Center Multimedia/Outbound server software
back up and restore data
archive and restore data
troubleshoot server problems
install the external Web server and the sample Web Customer Interface to
begin your own Web site integration

Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
maintaining the Contact Center Multimedia/Outbound server
administrators who are responsible for monitoring and maintaining the
server
Access rights
This guide assumes that you have the privileges and access rights to perform the
procedures in this guide. You must log on to the local server with Administrator
privileges to install and configure the Contact Center Multimedia/Outbound
software and to run the server utilities.

About Contact Center Multimedia/Outbound
Contact Center Multimedia/Outbound is part of the Nortel Contact Center

portfolio. Contact Center Multimedia/Outbound provides a inbound and
outbound voice and e-mail features for the Contact Center.
ATTENTION
Contact Center Multimedia/Outbound networking is not
supported in Release 6.0.
Contact Center Multimedia/Outbound components

Contact Center Multimedia/Outbound consists of the following components:
Multimedia database: This component is installed on the Contact Center
Multimedia/Outbound server and is an InterSystems Caché database that
stores all contact center activity. All outbound contact information,
incoming e-mail, Web requests, and associated responses are stored in a
structured format within the database. Information about outbound
campaigns is also stored in this database. You can store information for
1 000 000 contacts in a database that is saved on a 20 GB disk.
E-mail Manager: This component is installed on the Contact Center
Multimedia/Outbound server. The E-mail Manager connects to the e-mail
server at regular intervals. The E-mail Manager reads e-mail messages from
the customer, processes the messages through a set of rules, and then stores
the e-mail message and information about the customer in the database.
Outgoing e-mail, generated from the e-mail responses stored in the
database, is sent to the e-mail server.
Web Communications Manager: This component is installed on the
Contact Center Multimedia/Outbound server. The Web Communications
Manager connects to an external Web server. Your corporate Web site
gathers information from a customer and routes the contact to an agent.
Agents and customers communicate using a text chat session.
Outbound Management Campaign Management Tool: This component
is installed on the Contact Center Multimedia/Outbound server and
accessed using the Contact Center Manager Administration application.
Use the Outbound Campaign Management Tool to create, modify, and

monitor a maximum of 20 simultaneous outbound campaigns. An outbound

campaign is a series of outbound calls for one specific purpose, for
example, a customer survey or a sales promotion. Each outbound campaign
can contain 5000 calls in the call list.
Note: You can queue up to 100 000 outbound contacts, but only 30 000
contacts can be queued using the Open Queue mechanism. Nortel
recommends that you avoid exceeding 30 000 queued contacts.
Use the Outbound Campaign Management Tool to:
define campaign parameters
import and review call data
create agent call scripts
monitor campaign progress
export campaign data
Contact Center Agent Desktop interface: This component is installed on

the Contact Center Multimedia/Outbound server. Agents use Internet
Explorer to connect to the Multimedia server to retrieve the Agent Desktop
interface. The Communication Control Toolkit pushes e-mail messages,
Web requests, outbound contacts, and voice calls to the Agent Desktop
interface. The Agent Desktop interface uses Web services to retrieve e-mail
and outbound campaign information, and customer details and history from
the Multimedia database. Web services are also used to send e-mail replies
and save outbound call details in the Multimedia database.
E-mail contacts are presented to agents through the Contact Center Agent
Desktop interface, where agents can:
verify customer information
access historical e-mail to and from the customer
create responses to customer inquiries
provide a closed reason (if configured)
While an outbound campaign is running, contacts are presented to agents

through the Contact Center Agent Desktop interface, where the agents can:
preview contact information
review call scripts (if configured)
save scripts
select a disposition code

Multimedia Administrator: This component is installed on the Contact

Center Multimedia/Outbound server. The Multimedia Administrator
provides administrative and management capabilities.
Migration utility: This utility migrates existing data from Symposium
Web Center Portal Release 4.0 in the Sybase database to the new
Multimedia database in Caché.
Standby server: The Standby server is a warm standby server you can
install to mimic the Contact Center Multimedia/Outbound server. The
Standby server is available to use in case of failure of the primary server.

March 2008
Call Server
ELAN Subnet Contact Center
Contact Center Outbound
Signaling Multimedia Server SMTP 25
Manger Server Campaign
Server
Auto-Ack/ Manager Tool
E-mail
Auto- POP3 (110)
Touch
response Point
Contact 80/443
Reporting Scripting & External Web
Queuing E-mail Server server
Keyword Analysis/
Contact Center Rules Engine
Manger Admin CRM
Open
Statistics CMF MS Exchange, 3rd Party App
Queue Contacts
Unified Stream (CRM/IVR)
Database Lotus Domino,

Admin and
Reporting etc, Fax, SMS
Gateway
Open CCM
Contact queued
Queue Web
(RPC)* Web
Client Services
communication
server
Agent UI/
*Firewall not supported
Web
between CCMS and CCMM
Server
servers SOAP/XML
80/443
CCT
Contact pushed to
Agent Desktop
agent via CCT
CCAD
(29373)
LAN
HTTPS/HTTP
Customer
(1972) Firewall
for reporting (Optional)
Enterprise
LAN / WAN
Nortel server subnet
(Managed Ethernet Switch – for Routing
example, BPS 2000, Baystack 450, Switch
and so on)
Internet
Firewall
Outbound with Contact Center Manager Server for Release 6.0.
The following diagram provides an overview of Contact Center Multimedia/
Getting started
29
Licensing
Contact Center Multimedia/Outbound is licensed with features in the License
Manager, installed on Contact Center Manager Server, or on the coresident
Contact Center Manager Server. The License Manager contains the following
options:
1. Agent capabilities are licensed as inbound voice, outbound voice, e-mail
and Web communications. Licensing is enforced by Contact Center
Manager Server. The Contact Center Manager Server does not allow
contacts to be routed to an agent who is not configured with the specific
media attributes of the contact to be routed. Agent media attributes are
configured on a per-medium basis (outbound, e-mail, or Web
communications) in Contact Center Manager Administration.
Note: The Outbound license type encompasses scheduled callbacks
inserted into the system using Web services in a third-party integration or
Web site integration. The e-mail license encompasses all contacts that come
in from the E-Mail Manager, for example, e-mail, fax, SMS, and scanned
white mail. The Web communications license encompasses all contacts that
come in from the external Web server.
2. The Contact Center Multimedia/Outbound server is licensed and is
provided with the base package of the system. The license must be present
for the Contact Center Multimedia/Outbound server database and Web
services to start.
3. Contact Center Multimedia/Outbound Redundancy is licensed. The license
must be present so you can install the Multimedia Redundancy server.
4. Contact Center Outbound is licensed separately. In addition to the Contact
Center Multimedia base package, the Contact Center Outbound base
package is required. The two licences must be present so that you can start
the Outbound Configuration Management Tool.
For more information about the specific licensing for your component, see
Appendix B, “Feature licensing.”
ATTENTION

Network components
Server components
The Contact Center Multimedia/Outbound server resides on the Nortel subnet.
The Contact Center Multimedia/Outbound gathers information about agents,
skillsets, and route points from Contact Center Manager Administration for
administrators to configure the Multimedia and Outbound settings. In turn, the
multimedia-specific configurations, such as the outbound scheduler or e-mail
rules are returned to Contact Center Manager Administration to route contacts.
The Contact Center Manager server resides on the Nortel subnet and handles the
routing and reporting of contacts in the Contact Center.
The Communication Control Toolkit resides on the Nortel subnet and maps
resources such as users and workstations that are configured in Contact Center
Manager Administration to active telephone lines.
ATTENTION
Clients
From a client, an agent can type a URL into a Web browser to pull the Contact
Center Agent Desktop application from the Contact Center Multimedia/
Outbound server to their desktop. The agent uses the Contact Center Agent
Desktop to handle the following types of contacts: inbound voice, outbound
voice, e-mail, and Web communications.
From any client running the Contact Center Manager Administration Web client,
supervisors or administrators can open the Outbound Campaign Management
Tool to create outbound campaigns and load them in to the Contact multimedia
database for execution.
Each client must have the following software installed:

Windows 2000 (service pack 4), Windows XP (service pack 2), or
Windows Vista
Microsoft Internet Explorer 5.5 or later
Microsoft .NET Framework version 1.1 software and .NET service pack 1

security file CCMM_Security_Profile.msi
Contact Center portfolio

The following diagram shows the interaction within a contact center of all of the
components.

March 2008
HDX Application
Server
Call Server
ELAN subnet
DHCP External
Media Server Web Server
Customer LAN
CallPilot
Gateway CallPilot Web Server OTM
Signaling CCMS CCMA NCC CCMM CCT
Server
POP3/SMTP
DNS Mail Server
VGMC
VGMC
VGMC

Routing Firewall
Switch (Optional) Enterprise
LAN / WAN
MCS Mgmt/ Nortel server subnet
Accnt Server (Managed Ethernet Switch – for
example, BPS 2000, Baystack 450,
DMZ
MCS Database and so on)
Nortel Media (Optional)
Server VPN
Application Servers Router
MCS Application
1100 TACACS or
Server (SIP
Proxy/Registrar) RADIUS
Gateways
Modem
MCS IP/Web
Client Manager
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
Getting started
33
New features
This section provides a brief overview of the new features offered in Contact
Center Multimedia/Outbound 6.0.
Features
Outbound Campaign Management Tool

Use the Outbound Campaign Management Tool to create, modify, and monitor a
maximum of 20 simultaneous outbound campaigns. An outbound campaign is a
series of outbound calls for one specific purpose, for example, a customer survey
or a sales promotion. Each outbound campaign can contain 5000 calls in the call
list.
The outbound administrator sets up and manages outbound campaigns. Use the
Outbound Campaign Management Tool to complete the following tasks:
Create campaigns with parameters such as start time, end time, and an
optional call script.
Import contact data. You can download contact data from a text file, from a
ODBC-compliant database, or you can enter the data manually. The
outbound contact data contains a list of names, addresses, telephone
numbers, and other recorded information.
Review contact data. When the data is loaded successfully in the database,
the call data is displayed in the Create and Append window on the Call
Settings tab. You can use this window to review and, if necessary, modify
the outbound contact data.
Develop and review agent call scripts.
Monitor the status of all campaigns, modify or cancel campaigns, or
resubmit or cancel any call within a campaign.


Contact Center 6.0 provides a new Contact Center Agent Desktop. The Agent
Desktop is deployed using Microsoft Smart Client technology. The agent enters
a URL in Internet Explorer, and the Contact Center Agent Desktop is
downloaded using Microsoft .NET Framework 1.1 onto the agent’s computer.
The Agent Desktop is fully authenticated and digitally signed. Agents use the
interface to respond to contacts. A maximum of 2500 contacts (e-mail or
outbound) per hour can be processed by a maximum of 600 agents.
Agents use the Agent Desktop application to complete the following tasks:
log on and log off the application
change their status to ready or not ready
accept contacts
find a customer
find a contact
create an e-mail message
reply to an e-mail message
create a scheduled callback
create a customer record
make a call
participate in outbound campaigns
participate in a text chat session
activate emergency key (voice only)
transfer calls or contacts to another agent
conference-in other agents (voice only)
enter activity codes
enter Not Ready reason codes
get Help for the application
Server operating system

Contact Center Multimedia/Outbound is supported on Windows Server 2003
Enterprise Edition and Windows Server 2003 Standard Edition.

InterSystems Caché database

The Multimedia server uses an InterSystems Caché database server and its
associated Web services, rather than the Sybase database from previous releases.
The database is installed during the Multimedia server software installation. You
can store information for 1 000 000 contacts in a database that is saved on a 20
GB disk.
Communication Control Toolkit server updates

The Nortel Communication Control Toolkit server in Release 6.0 replaces the
Telephone Application Programming Interface (TAPI) server. The
Communication Control Toolkit provides telephony control and contact delivery
to the Contact Center Agent Desktop. The Communication Control Toolkit
server delivers a single cross-portfolio multichannel API that helps to integrate
knowledge worker, self-service, and contact center solutions to your client
applications.
The new version of the Communication Control Toolkit provides more firewall-
friendly connections between the Agent Desktop and the Communication
Control Toolkit server. The Agent Desktop client runs on remote clients and
provides Citrix and Terminal Services environment support.
Open queue
Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced
by the software-based Open Queue technology, which can queue up to 30 000
contacts at one time for routing and reporting.
Simplified Administration utility

The Multimedia Administrator utility is used to configure the components
required for routing e-mail messages, Web communications, and outbound calls.
You can perform the following functions in the Multimedia Administrator
application:
Configure servers.
Change administrator’s password.
Reset agent passwords.
Configure route points and timers for routing outbound campaigns.
Configure mailboxes, route points, rules, and closed reasons for routing
e-mail messages.

Configure route points and timers for Web communication and text chat
Backup and restore the Caché database.
Archive and restore the Caché database.
Other functions have been moved to other applications and utilities within the
Contact Center portfolio in this release:
Reports are run using Contact Center Manager Administration.
All real-time displays are viewable through Contact Center Manager
Administration real-time displays.
The user and skillset information is provided by Contact Center Manager
Administration.

How to use this guide
This guide covers the procedures for:

installing components for the Multimedia/Outbound server software
configuring the Outbound call routing
configuring the E-mail Manager and e-mail message routing
upgrading or migrating the server software
backing up, archiving, and restoring data
maintaining the server
This guide includes a detailed table of contents and an index to help you find
specific information or procedures related to server installation, configuration,
and maintenance. The Where to start in this guide section focuses only on the
most common tasks. If the task you want to perform is not listed here, use the
table of contents or index to find the information you need.
Where to start in this guide

The following table provides some pointers on where to start for common
procedures:
If you want to do this Start here
Install the server software for the Chapter 2, “Installing the Multimedia/
Multimedia/Outbound server Outbound server.”
Install the server software for the Chapter 3, “Installing and configuring
external Web server the external Web server.”
Upgrade your Symposium Web Center Chapter 5, “Upgrading from SWCP

Portal server release 4.0 to Contact Release 4.0.”
Center Multimedia/Outbound
Upgrade your licenses in Contact Chapter 6, “Upgrading licenses in your

Center Multimedia/Outbound current installation.”

If you want to do this Start here
Migrate Contact Center Multimedia/ Chapter 7, “Migrating Contact Center

Outbound version 6.0 to another server 6.0 to a new server.”
Create a warm standby installation of Chapter 8, “Installing the Standby
your Multimedia database server.”
Configure outbound routing Chapter 10, “Configuring outbound

settings and routing.”
Configure e-mail routing Chapter 11, “Configuring e-mail

settings and routing.”
Configure Web communication Chapter 12, “Configuring Web
settings communications settings,” and
Appendix , “Using the Web
communications customer interface.”
Configure the Agent Desktop Chapter 13, “Configuring the Contact

application settings, including contact Center Agent Desktop.”
timers and hotdesking
Uninstall the Contact Center Chapter 14, “Uninstalling the

Multimedia server software.”
Back up data in your database Chapter 16, “Maintaining the

database.”
Archive data in your database Chapter 17, “Archiving and restoring

data.”
Configure and interpret alarms and Chapter 18, “Alarms and events” and
events Appendix A, “Event codes.”
Set up security settings Chapter 19, “Managing security.”
Troubleshoot problems with your Chapter 20, “Troubleshooting” and

Contact Center Multimedia Chapter 21, “Using serviceability
installation tools.”
Understanding license requirements Appendix B, “Feature licensing.”

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 must 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

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 Planning and 297-2183-934

engineering guidelines, Engineering Guide
and server requirements
Nortel Contact Center Manager 297-2183-935

CapTool User’s Guide
Server requirements Nortel Contact Center Server and 297-2183-263

Operating System Requirements
Guide
The Contact Center Nortel Contact Center What’s New in 297-2183-903

portfolio Release 6.0
Required installation Nortel Contact Center Installer’s 297-2183-226

and server data Roadmap (see www.nortel.com/pic)
Switch configuration Nortel Contact Center 297-2183-931

Communication Server 1000/
Meridian 1 and Voice Processing
Guide
Switch Guide for Communication
Server 2X00/DMS
Nortel SIP Contact Center Switch 297-2183-962

Configuration Guide
Server operating system Nortel Contact Center Multimedia 297-2183-214

configuration and Server Technical Requirements and
requirements Operating System Configuration
Guide

For information about Refer to NTP number
Nortel Contact Center 6.0 Security

Guide
Nortel Contact Center Portfolio
Service Packs Compatibility and
Security Hotfixes Applicability List
Installation, upgrades, Nortel Contact Center Manager 297-2183-925

migration, and Server Installation and Maintenance
maintenance Guide

Server Installation and Maintenance
Guide for the Standby Server

Administration Installation and
Maintenance Guide
Nortel Communication Control 297-2183-946

Toolkit Installation and Maintenance
Guide
Nortel Contact Center Multimedia 297-2183-929

Nortel Media Application Server 297-2183-227

Installation and Configuration Guide
for Contact Center 6.0
Handling contacts Nortel Contact Center Agent Desktop 297-2183-945

User Guide

How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:
Link to Takes you directly to
Latest software The Nortel page for Contact Center located at http://
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation

located at http://www.nortel.com/helmsman.
Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:
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:
download software, documentation, and product bulletins
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
sign up for automatic notification of new software and documentation for
Nortel equipment
open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. 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.

part 1
Installing the Contact Center
Multimedia/Outbound server
software

Standard 7.23

Chapter 2
Installing the Multimedia/Outbound

server
In this chapter
Overview 48
Section F: Contact Center Manager server configuration 125
Section G: CCMA server configuration 131
Section H: CCT server configuration 153
Section I: Contact type configuration 199
Section J: Agent configuration 229

Installing the Multimedia/Outbound server Standard 7.23
Overview
This chapter describes how to install the full version of Contact Center
Multimedia/Outbound software on your server and how to configure the clients.
ATTENTION
The procedures in this section describe installing the full
version of Contact Center Multimedia/Outbound version 6.0
for the first time. If you are upgrading from an earlier version of
Symposium Web Center Portal, see Chapter 5, “Upgrading
from SWCP Release 4.0.” If you are upgrading a license for
Contact Center Multimedia/Outbound, see Chapter 6,
“Upgrading licenses in your current installation.” If you are
reinstalling Contact Center Multimedia/Outbound on a new
server, see Chapter 7, “Migrating Contact Center 6.0 to a new
server.”
Possible alternative installations

The Contact Center Multimedia/Outbound software includes the Contact Center
Agent Desktop application. If you are not licensed for Multimedia or Outbound
contacts, you can install the Contact Center Agent Desktop application on your
Communication Control Toolkit Server. For more information about installing
the Contact Center Agent Desktop application on the Communication Control
Toolkit, or on another server, see the Communication Control Toolkit Installation
and Maintenance Guide.

March 2008 Installing the Multimedia/Outbound server
What you need

The following checklist contains the software and equipment you must have to
install Contact Center Multimedia/Outbound 6.0 and configure contact types.
Description Done
All tasks and procedures in the Contact Center Multimedia Technical ❑

Requirements and Operating System Configuration Guide are
complete. You can get the latest copy of this guide on Helmsman
(www.nortel.com/helmsman).
The Nortel Contact Center DVD is available. ❑

The Contact Center Manager server is installed and operational for ❑
voice contacts. For more information, see the Contact Center Manager
Server Installation and Maintenance Guide.
The Contact Center Manager License Manager file is installed and ❑

operational for the contact types in your contact center. For more
information, see Appendix B, “Feature licensing,” and the Contact
Center Manager Server Installation and Maintenance Guide.
The Contact Center Manager Administration server is installed and ❑

operational for voice contacts. For more information, see the Contact
Center Manager Administration Server Installation and Maintenance
Guide.
The Communication Control Toolkit server is installed and configured, ❑

and TAPI is configured. For more information, see the Communication
Control Toolkit Installation and Maintenance Guide.
The Installer’s Road Map preinstallation checklist is completed and ❑

available for reference. You can get the latest copy of the Installer’s
Road Map from the Partner Information Center (www.nortel.com/pic).
The Contact Center Manager server, the Contact Center Manager ❑

Administration server, and the Communication Control Toolkit server
are on the same subnet and have good network connectivity.

Installation time
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 45
minutes
Installing the Server Software: 30 minutes
Postinstallation: 15 minutes
These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.
DVD Drive: Internal IDE 8X DVD-ROM

Section A: Preinstallation
In this section
Step 1. Review the preinstallation instructions 52
Step 2. Read the relevant documentation and check for updates 53
Step 3. Install your remote support access tool 54

Step 1. Review the preinstallation instructions
Before you perform a new installation of the Contact Center Multimedia

software, you must ensure your hardware and software meet the specifications
described in the Contact Center Multimedia Technical Requirements and
Operating System Configuration Guide.
Contact Center Multimedia software runs Microsoft Windows Server 2003

Software Standard edition or Enterprise Edition. Other versions of Windows
Server 2003 are not supported.
ATTENTION
After you install the Contact Center Multimedia/Outbound
components, you must change to the US English locale to
run Contact Center Multimedia on Windows 2003 Server
Enterprise Edition or Windows 2003 Server Standard
Edition. For more information about configuring the
Operating System locale, see “Configuring Windows” on
page 1291.
ATTENTION
Failure to review the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide can
result in errors and omissions when installing the software.

Step 2. Read the relevant documentation and

check for updates
Before you install the Contact Center Multimedia/Outbound software, check the
Nortel Web site (www.nortel.com) or the Partner Information Center Web site
(www.nortel.com/pic) for the following:
updated customer documentation and distributor technical references
installation addenda, such as service updates (SU) or service update
supplements (SUS)

Step 3. Install your remote support access

tool
Nortel recommends that you install and configure a remote support access tool
before you install Contact Center Multimedia/Outbound so you can access
technical support during the installation procedure, if required.
Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure the Host Only version of pcAnywhere version 11.5
on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere
11.5 as your remote support access tool,” on page 55.
Alternatively, Nortel accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or for customers who are using Microsoft Remote
Desktop Connection as the remote support tool for all computers on their
network. For details about enabling Microsoft Remote Desktop Connection for
Administration, see “Using Microsoft Remote Desktop Connection as your
remote support access tool,” on page 67.
Nortel recommends that you install only one of the supported remote access
tools (pcAnywhere or Remote Desktop Connection) on the Contact Center
Multimedia/Outbound server.
Nortel provides guidelines for setting up remote support using a virtual private
network (VPN). For more information, see the Nortel Contact Center Planning
and Engineering Guide.

Installing pcAnywhere 11.5 as your remote support access tool

The following steps are general guidelines only. For complete information, see
the documentation included with the pcAnywhere software.
CAUTION
Risk of system failure

.
Before you install pcAnywhere version 11.5, ensure that the video
drivers on the Contact Center Multimedia/Outbound server are
current by consulting the driver manufacturers’ Web sites for
available updates. Failure to check the video drivers can result in a
blue screen after you install pcAnywhere or after you perform an
operation such as a file transfer. For more information, see the
pcAnywhere Web site at www.symantec.com/pcanywhere.
To install pcAnywhere
1 Log on to the Contact Center Multimedia/Outbound server as the local
administrator.
2 Insert the Nortel Contact Center DVD into the server.
3 Open the PCAnywhere folder.

4 Double-click the NTJK088A-02 - Host Only.exe file.

Result: The Symantic pcAnywhere installation program starts.
5 Click Next.
Result: The License Agreement window appears.
6 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
7 Enter your user name and company details, and then click Next.
Result: The Destination Folder window appears.
8 Accept the default location for installing the software, or click Change to
choose a custom location.
9 Click Next.
Result: The Ready to Install the Program window appears.
10 Click Install.
Result: The installation program installs the software. After it is finished,
the LiveUpdate window appears.
11 Click Next.
Result: The installation program installs any updates.
12 Click Finish after the updates are installed.

13 Click Finish after the installation is complete.
Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as the local administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
If the system asks you to register pcAnywhere, select Skip, and click Yes to
confirm.
ATTENTION
If the following message appears, it indicates that your video
driver is incompatible with pcAnywhere: pcAnywhere
detected and fixed a display driver problem.
Please restart your computer to allow the
change to take effect. You must uninstall pcAnywhere,
update your video driver, and reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.
Configuring pcAnywhere 11.5 or later

Configuration of pcAnywhere sets up a secure caller account to access the
server. You can add a caller account for each remote server. Caller accounts
restrict the use of pcAnywhere to appropriate users (for example, Nortel support
personnel and distributors).
If, during the pcAnywhere configuration, a message appears indicating that you
do not have the rights to modify a setting or create a new caller, use the
following the procedure to change the Windows user access rights for
pcAnywhere files.
To change the Windows access rights for pcAnywhere files

1 Ensure pcAnywhere is closed.
2 In Windows Explorer, navigate to the folder where pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon, and then click Properties.
Result: The pcAnywhere Properties window appears.

4 Click the Security tab.
5 In the Name box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, ensure there is a check mark under Allow beside Full
Control.
7 Click OK to save your changes and close the Properties dialog box.
Configuring an account in pcAnywhere 11.5 or later

If you are using a modem connection with pcAnywhere, you must configure
your modem before you perform this procedure.
1 If it is not already started, start pcAnywhere 11.5 by logging on to the server
as the local Administrator, and then clicking Start > All Programs >
Symantec pcAnywhere.
If the system asks you to register pcAnywhere, click Skip, and click Yes to
confirm.
2 On the pcAnywhere manager (left side), select the Hosts option.

3 On the File menu, choose New Item > Connection Wizard.

Result: The Connection Wizard - Connection Method dialog box appears.
4 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5 Click Next.
Result: The Connection Wizard - Authentication Type dialog box appears.
6 Select I want to set up a user name and password to create a new type
of authentication.

7 Click Next.
Result: The Connection Wizard - Name and Password dialog box appears.
8 In the User name box, type a name for the caller account. You can choose
any name, or you can use a name familiar to you, such as NGenDist.
9 In the Password box, type the password for the caller account.
10 In the Enter the password again box, type the same password again.

11 Click Next.
Result: The Connection Wizard - Summary dialog box appears.
12 Review the summary.

13 Click Finish.
Result: The Hosts dialog box reappears with the new account selected.
14 Type a custom name for this account to identify it in the list of caller
accounts.

15 Right-click the account name, and click Properties.

Result: The Host Properties: <account name> dialog box appears.

16 Click the Settings tab.
17 Select Launch with Windows and Run minimized.

18 Click the Callers tab.

19 In the Caller list box, right-click the caller account you just created, and then
click Properties.
Result: The Caller Properties dialog box appears.
20 Click the Privileges tab.

21 Click Superuser.
22 Click OK to save your changes and close the Caller Properties dialog box.
Result: The Host Properties dialog box reappears with the account now
listed according to the IDs.

23 Click the Security Options tab.
24 Under Session options, ensure the Session options are set to Host and
Remote.
25 Under Login options, ensure Limit login attempts per call and Limit time
to complete login are selected and set to 3.

26 Click the Conference tab.
27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 If you want to assign a password to control who can modify the network
icon settings, click the Protect Item tab and type the password; otherwise,
skip to the next step.
ATTENTION
If you select the Required to modify properties option on the
Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep it in a safe
place. If you forget the password, you cannot change any
settings.
30 Click OK to save all pcAnywhere host settings.

31 Optionally, repeat steps 2 to 30 to create another caller account of your
choice.
32 Close the Symantec pcAnywhere window.

Using Microsoft Remote Desktop Connection as your remote support

access tool
If pcAnywhere 11.5 is installed on your server, you do not need to enable
Microsoft Remote Desktop Connection as your remote support access tool.
Therefore, you can skip this procedure.
Microsoft Remote Desktop Connection for administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. After you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled.
To enable Microsoft Remote Desktop Connection for Administration
To enable Microsoft Remote Desktop Connection for Administration, you must

be logged on to the system with administrator privileges.
1 Click Start > Control Panel > System.
Result: The System Properties dialog box appears.
2 Click the Remote tab.

3 Select Turn on Remote Assistance and allow invitations to be sent

from this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, see the Microsoft documentation at www.microsoft.com.
What is next?
Continue with installing the Contact Center Multimedia/Outbound server
software. For more information, see Step 4. “Install the Multimedia/Outbound
server software” on page 70.

Section B: Installation
In this section
Step 4. Install the Multimedia/Outbound server software 70
Step 5. Install the Multimedia/Outbound service updates 79

Step 4. Install the Multimedia/Outbound server

software
Follow the procedures in this section to install the Multimedia/Outbound server.
The Contact Center Multimedia/Outbound installation contains all components,

but you can see only the components for which you are licensed. All unlicensed
components are blocked.
Checking prerequisites
Before the installation begins, the system checks to ensure that the following
software is installed on the system:
Java Runtime Environment - Release 1.5.0
You must ensure that you do not have the automatic update option selected.
Contact Center Multimedia requres JRE 1.5.0 with no subversions.
Microsoft .NET Framework - Version 1.1 with .NET service pack 1
If this software is not already installed, it is installed automatically.
A check is also performed to ensure that:

The server is running Windows Server 2003 Enterprise or Standard version.
Microsoft Internet Information System (IIS) is installed.
If any of these checks fail, the installation is cancelled and a message box
notifies you of the problem.

Installing the Multimedia/Outbound server

1 Insert the Nortel Contact Center DVD into the DVD drive.
2 Select Contact Center Multimedia/Outbound.

3 Click Install.

If either the Java Runtime Environment (JRE) Release 1.5.0 or the

Microsoft .NET Framework is not installed, Contact Center Multimedia/
Outbound installs it automatically. Click OK to begin installation.
Result: The Welcome dialog box appears.

4 Click Next.
Result: The License Agreement dialog box appears.
5 Read the license agreement, select I accept the terms in the license
agreement, and then click Next.
Result: The Setup Type dialog box appears.
6 Select CCMM Server, and then click Next.

Select the CCMM Server to install the following components:

Contact Center Multimedia (CCMM) database

Contact Center Multimedia (CCMM) services and utilities
Contact Center Multimedia (CCMM) Database Migration utility
Contact Center Agent Desktop client
Contact Center Outbound Campaign Manager Tool client
Tip: For information about installing the Agent Desktop telephony toolbar
on your Communication Control Toolkit server for telephony-only
deployment, see the Communication Control Toolkit Installation and
Maintenance Guide.
If you are licensed for Web communications, you must install the external
Web server on a separate server. For more information about the external
Web server, see Chapter 3, “Installing and configuring the external Web
server.”
Result: The CCMM Server Type dialog box appears.

7 Select Primary Server to install the production server, and then click Next.
Tip: The Redundancy server is a warm standby server used for quick
recovery if the primary server fails. For more information about installing the
Redundancy server, see Chapter 8, “Installing the Standby server.”
Result: The Multimedia Server Configuration dialog box appears.
8 Enter the host names for the following servers:

Tip: The following server names must be entered. Use the information
documented in the Installer’s Road Map. Do not use the IP addresses for
the servers.
Contact Center Manager Server—The name of the server that routes
contacts to agents.
Contact Center License Server—The name of the server where the
license manager information is installed.
Telephony Server—The name of the server that provides telephony
control for agents on the Multimedia server (Communication Control
Toolkit server).
Contact Center Administration Server—The name of the server where
the administration information is configured (Contact Center Manager
Administration server).
If you are licensed to use the e-mail feature, you can also enter the server
names for the following servers:

Inbound Mail Server—The name of your corporate e-mail server used

for inbound mail.
Outbound Mail Server—The name of your corporate e-mail server used
to send e-mail. The name of the inbound and outbound e-mail servers
can be the same.
If you are licensed for the Web Communications feature, you can also enter
the server name for the following:
Web Communications Server—The name of the corporate server used
for Web access and internet connections.
9 Click Next
Result: The Destination Location dialog box appears.
10 Select the drives on which you want to install the Multimedia server
software and the Multimedia server database, and then click Next.
Nortel recommends that you:
Install the Nortel Contact Center Multimedia server software on drive D,
and the Multimedia database on drive F.
Install the Multimedia server software on a separate drive from the drive
on which you installed your operating system.
Install the Multimedia database on a separate drive from the drive on
which you installed the Multimedia server software.

Ensure you have a minimum of 20 GB of disk space for the Multimedia

database. The recommended disk space handles 1 000 000 contacts.
After you select a drive, you can click Space to verify the amount of disk
space on the selected drive.
If the installation program detects that you have not met the disk and disk
space requirements, you are asked to change the drives.
To change the destination locations, click Yes, and repeat step 10.
To leave the destination locations, click No.
Result: The Ready to Install the Program dialog box appears.

11 Review the information about the Installation Summary, and then click
Install.
Result: The Contact Center Multimedia/Outbound server software and
database are installed. The InstallShield Wizard Completed dialog box
appears.
12 Click Finish.
13 When you are prompted, click Yes to restart the server.
Result: The installation is complete.

Step 5. Install the Multimedia/Outbound

service updates
before installing the service update (SU) or service update supplement (SUS),
Nortel recommends that you verify the patch level currently installed on the
server by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
You cannot install a patch that is older than an update that is already installed.
Also, you cannot install a service update supplement unless the applicable
service update is already installed.
After you download and apply the latest service update, check to see if there are
any updates posted in the installation addenda on the following Web sites:
www.nortel.com (for end users)
www.nortel.com/pic (for distributors)
Follow the procedure in the service update Readme file for information about
installing the latest service updates and service update supplements for the
Contact Center Multimedia/Outbound software.
ATTENTION
If a large number of contacts are queued and Contact
Center Manager Server is restarted, Contact Center
Manager server queues 5000 contacts per hour. A period of
time can elapse before your contacts are displayed in Real-
Time displays or assigned to agents.
What is next?
Configure the required settings for the Contact Center Multimedia/Outbound
server. For more information, see Step 6. “Provide local users with the Log on as
a service right” on page 82.


Section C: Postinstallation
In this section
Step 6. Provide local users with the Log on as a service right 82
Step 7. Configure the shared inbound and outbound attachment folders 87
Step 8. Configure Internet Information Services 100
Step 9. Verify the Multimedia database installation 109
Step 10. Other postinstallation tasks 110

Step 6. Provide local users with the Log on as

a service right
To access Contact Center Multimedia software, you must configure two user
types. These user types are:
CCMMOPSUSR—The E-mail Manager service runs under the
CCMMOPSUSR account instead of the local system account so that this
service has permissions to stream attachment files to the inbound folder and
attach files to outgoing e-mail from the outbound folder. These permissions
must be attached to the folders. You must also set the password of the
CCMMOPSUSR so that the password never expires. You must only
configure CCMMOPSUSR if you are licensed for e-mail in your contact
center.
IUSR_<Servername>—The IUSR account is an Internet Information
Services (IIS) account used for all communication between the Multimedia
server and the Agent Desktop over HTTPS (except for Communication
Control Toolkit events over a configurable port). Agents read and attach
files through HTTP rather than an open share, therefore, the attachment
directories are defined as Web folders in IIS.
To provide local users with Log on as a Service right

Your users must have the Log on as a Service permission to access folders that
are configured as Multimedia services.
1 On the Windows Start menu, click All Programs > Administrative Tools >
Local Security Policy.
Result: The Local Security Settings window appears.
2 Under Security Settings, double-click Local Policies in the left pane.
Result: The list expands to show the local security policy settings.

3 Click User Rights Assignment.

Result: All rights that can be assigned to a user are displayed in the right
pane.
4 Double-click Log on as a service.

Result: The Log on as a service Properties dialog box appears.
5 Click Add User or Group.
Result: The Select Users, Computers, or Groups dialog box appears.
6 Click Locations.

7 In the Locations dialog box, select the Contact Center Multimedia server
name from the list.
8 Click OK.
9 In the Enter the object name to select box, type CCMMOPSUSR.
10 Click Check Names to verify that the user name exists on the local
computer.
11 Click OK.
Result: The Logon as a service Properties dialog box appears.
Result: The Select Users, Computers, or Groups dialog box appears.
13 Click Locations.
14 In the Enter the object name to select box, type IUSR_<Servername>
where <Servername> is the name of your Multimedia server.
computer.
16 Click OK.
Result: The Log on as a service Properties dialog box appears.
17 Click Apply to save the changes.
18 Click OK.
19 Close the Local Security Settings window.
Setting the password to never expire for CCMMOPSUSR

To set the password to never expire for CCMMOPSUSR, perform the following
steps.
1 Click Start > Control Panel> Administrative Tools > Computer
Management.
2 Click Local Users and Groups.

3 Click Users.
4 Right-click CCMMOPSUSR, and then click Properties.

5 On the General tab, select the check box Password Never Expires.
6 Click OK.

Step 7. Configure the shared inbound and

outbound attachment folders
This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to Step 9. “Verify the Multimedia database installation” on page
109.
Access on a shared folder is determined through two sets of permission entries:

the permissions set on the share (called share permissions) and the permissions
set on the folder (called NTFS file and folder permissions).
You must provide access to a shared location for inbound and outbound e-mail
attachments. These shared locations must be shared for the user types you
configured in Step 6. “Provide local users with the Log on as a service right” on
page 82.

Use the procedures in this section to configure the shared folders with the
required access permissions.
ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment
locations defined in this section. If required, you can choose a
different location for the inbound and outbound shared e-mail
folders. If you choose a different location, you must ensure
that you:
Create the inbound e-mail attachment folder with the path
MailAttachments/Inbound.
Create the outbound folder with the path MailAttachments/
Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Share the inbound and outbound folders with the security
group SYSTEM.
Set the NTFS access permissions for CCMMOPSUSR and
IUSR_<Servername>.
Configure the correct folders in the e-mail attachment
locations in the Multimedia Administrator application. For
more information, see the Multimedia Administrator online
Help.
Setting up the inbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on
which you installed your Contact Center Multimedia database.
3 Locate the folder Inbound.
4 Right-click the inbound folder, and select Properties.

5 Click the Sharing tab.
6 Select the Share this folder option.

7 In the Share name box, type inboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.
10 Click Permissions.
Result: The Permissions for inboundattachment dialog box appears.
11 Click Add.
12 Click Locations.
13 In the Locations dialog box, select the Contact Center Multimedia server
name from the list.
14 Click OK.

computer.
17 Click OK.
Result: The Permissions for inboundattachment dialog box appears and
the user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).
19 Allow Change and Read permissions for the Multimedia user account
(hostname/CCMMOPSUSR).
20 Click Apply.

21 Click Add to add a new user.
22 In the Enter the object names to select box, type IUSR_<Servername>,

where <Servername> is the name of the Multimedia server.
23 Click OK.
24 Select the Internet Guest Account (IUSR_<Servername> account).

25 Allow Full Control permissions for the Internet Guest Account.
26 Click Apply.
27 Select the Everyone default account.
28 Remove all permissions granted to the Everyone account.

29 Click Apply to save the changes to permissions for this folder.

30 Click Add.
31 Click Location.
32 In the Locations dialog box, select the name of the Multimedia server from
the list.
33 Click OK to close the Locations dialog box.
34 In the Enter the object name to select box, type SYSTEM.
computer.
36 Click OK.
Result: The permissions for the inboundattachment window appears and
37 Select the SYSTEM user account.
38 Select the check box under Allow and beside Full Control.
39 Click Apply.
40 Click OK.

41 On the Inbound Properties dialog box, click Security.
43 Click Locations.
44 In the Locations dialog box, select the Multimedia server name from the list.
45 Click OK to close the Locations box.
46 In the Enter the object names to select box, type CCMMOPSUSR.
47 Click OK.

48 For the CCMMOPSUSR account, select the following permissions: Read &
Execute, List Folder Contents, Read, and Write.
49 Click Apply.
51 In the Enter the object names to select box, type IUSR_<Servername>.
52 Click OK.
53 For the IUSR account, select the following permissions: Read & Execute,
List Folder Contents, Read, and Write.
54 If the SYSTEM security folder does not exist, in the Enter the object name
to select box, type SYSTEM.
57 Click OK to complete the setup of the Inbound Attachments security.
Setting up the outbound attachment shared location

3 Locate the folder Outbound.
4 Right-click the Outbound folder, and select Properties.


7 In the Share name box, type outboundattachment.
Result: The Permissions for outboundattachment dialog box appears.
11 Click Add.
12 Click Locations.
13 In the Locations box, select the Contact Center Multimedia server name
from the list.
14 Click OK.

computer.
17 Click OK.
Result: The Permissions for outboundattachment dialog box appears and
19 Allow Read and Change permissions for the Multimedia user account
20 Click Apply.


23 Click OK.
24 Select the Internet Guest account (IUSR_<Servername> account).

25 Allow Full Control for the Internet Guest account.
26 Click Apply.


30 Click Add.
31 Click Location.
the list.
computer.
36 Click OK.
39 Click Apply.
40 Click OK.
41 On the Outbound Properties dialog box, click Security.

43 Click Locations.
44 In the Locations dialog box, select the Redundancy server name from the
list.
45 Click OK.
47 Click OK.
Execute, List Folder Contents, Write, and Read.
49 Click Apply.
52 Click OK.
57 Click OK to close the Outbound Properties box.
58 Close Windows Explorer.

Step 8. Configure Internet Information

Services
Use these procedures to ensure that the users have the correct access to the
shared folders for the client applications.
Updating the inbound attachment virtual directory

1 Open the Internet Information Service (IIS) Manager. On the Start menu,
click All Programs > Administrative Tools > Internet Information
Service (IIS) Manager.
2 Click the plus sign (+) to expand Local Computer.
3 Click the plus sign (+) to expand Web Sites.
4 Click the plus sign (+) to expand Default Web Site.
Result: A list of virtual directories is displayed.

5 Right-click the inboundattachment virtual directory, and select

Properties.
Result: The Inboundattachment properties window appears.
6 Click the Directory Security tab.

7 Under Authentication and access control, click Edit.

Result: The Authentication Methods window appears.
8 Update the User name and Password fields:

Username: LocalComputerName\CCMMOPSUSR, where
LocalComputerName is the name of the Contact Center Multimedia
server
Password: _mm6NtRed!
ATTENTION
Risk of unauthorized access
You must change this password and document the new
password securely for future reference.
9 Click OK to save the changes and close the dialog.

10 If you are prompted to confirm the password you entered for the new user
name, retype the password.
11 In the Properties window, click Apply to save your changes.
12 Click OK to close the Properties window.

Updating the outbound attachment virtual directory

click Program Files > Administrative Tools > Internet Information
5 Right-click the outboundattachment virtual directory, and then select
Properties.
Result: The outboundattachment properties window appears.



server
ATTENTION
Change this password and document the new password
securely for future reference.
9 Click OK to save the changes and close the window.

11 In the Virtual Directory properties window, click Apply to save your
changes.
13 Close the IIS Manager window.
Configuring the MIME types

Configure Internet Information Services (IIS) on your Contact Center
Multimedia server to configure the Multipurpose Internet Mail Extensions
(MIME) types required by Contact Center Agent Desktop.
1 On the Start menu, right-click My Computer, and then click Manage.
2 Expand Services and Applications.
3 Expand Internet Information Services.
4 Expand Web Sites.

5 Right-click Default Web Site, and select Properties.

Result: The Properties dialog box appears.

6 Click the HTTP Headers tab.
7 Click MIME Types.
8 Click New.
9 In the Extension box, type .dic.
10 In the MIME Type box, type application/octet-stream.

11 Click OK.
12 Click New.
13 In the Extension box, type .eml.
15 Click New.
16 In the Extension box, type .dat.
18 Click OK to close the MIME Types box.
19 Click OK.
If you are prompted to select any subfolders that inherit the changes, select
those in the Agent Desktop hierarchy.
21 Continue to Setting Web content permissions.
Setting Web content permissions

Web permissions control access to virtual directories on the Multimedia server
for Multimedia clients.
1 On the Windows Start menu, select All Programs > Administrative Tools
> Internet Information Services (IIS) Manager.
2 Click the plus sign (+) to expand the server folder. The server folder has the
same name as your server.

3 Click Web Services Extensions.
4 On the right side of the IIS Window, click the Extended tab if it is not
already open.
5 Select Active Server Pages.
6 Click Allow (if Active Server Pages are not already allowed).
7 Close the Internet Information Services (IIS) Manager window.

Step 9. Verify the Multimedia database

installation
Follow the procedure in this section to verify the installation of the Multimedia
database is complete.
Verifying the Web services

1 On the Multimedia/Outbound Server, open Internet Explorer.
2 Browse to http://localhost/csp/multimedia/ws.Contact.cls.
Result: The following Web page appears, indicating successful verification
of the Web services.
If the Web page does not appear, contact your Nortel technical support prime.

Step 10. Other postinstallation tasks
You can perform the following postinstallation tasks.
Changing your event viewer settings

Based on the size of your contact center, you can change the size of your
Windows Application Log file that holds events produced by the Contact Center
Multimedia Server application. For more information, see “Create Log reports”
on page 1249.
Configuring SNMP (optional)

If you are using the Windows Simple Network Management Protocol (SNMP)
service to forward traps, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the Network Management
System (NMS).
Configure the NMS.
For more information, see “Configure the Windows SNMP service on the
server” on page 1255.
Configuring security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Multimedia server, see “Use the Windows Server 2003 Security
Configuration Wizard” on page 1273.
What is next?
Ensure your clients meet the requirements for your client applications. For more
information, see Step 11. “Check the requirements for each client” on page 112.

Section D: Client configuration
In this section
Step 11. Check the requirements for each client 112
Step 12. Install .NET Framework on clients 115
Step 13. Configure access to client applications 117

Step 11. Check the requirements for each

client
The Contact Center Agent Desktop and Outbound Campaign Management Tool
are client applications installed on the Contact Center Multimedia/Outbound
server.
From a client, an agent types a URL into a Web browser or Windows Explorer
and pulls the Contact Center Agent Desktop application from the Contact Center
Multimedia/Outbound server to their desktop. The agent uses the Contact Center
Agent Desktop to handle the following types of contacts: inbound voice,
outbound voice, e-mail, and Web communications.
From a client, supervisors or administrators can open the Outbound Campaign

Management Tool from the Contact Center Manager Administrator to create
outbound campaigns and load them to the Contact Center Multimedia/Outbound
server for execution.
Verifying requirements
Before you work with the client, follow the steps in this section to make sure you
have the required information and materials for using the clients.

1 Obtain the user ID and password that you need to log on to the client. On a
Windows 2000 Professional or Windows XP Professional client, you need
an account that has local administrative privileges.
2 Check that you have the following hardware. For complete details, see the
Contact Center Planning and Engineering Guide:
Description Done
Client hardware
Each client running the Contact Center Multimedia server client
applications has the following elements:
Intel Pentium III 733 MHz CPU ❑
256 MB RAM ❑
4 GB disk space ❑
7200 rpm hard disk drive IDE/SCSI Bus ❑
VGA color monitor ❑
keyboard ❑
Microsoft-compatible mouse ❑
Network interface card (100 Mb/s Ethernet) ❑
Network connection to the Nortel server subnet ❑
TCP/IP ❑
Optional requirements:
4-speed or higher CD-ROM drive ❑
sound card (required if you want the agent to hear an audible ❑
alert on their speaker or headset when a multimedia contact
arrives)

Description Done
Client software
Clients have one of the following operating systems: Windows ❑
2000 Professional with service pack 4, Windows XP
Professional with service pack 2, or Windows Vista
Microsoft .NET Framework 1.1 with service pack 1 (See Step ❑
12. “Install .NET Framework on clients” on page 115)
CCMM_Security_Policy.msi (See Step 13. “Configure access ❑
to client applications” on page 117”)
Internet Explorer 5.5 or later ❑

Step 12. Install .NET Framework on clients
The .NET Framework version 1.1 and .NET service pack 1 must be installed on
the clients before you can run an application such as the Contact Center Agent
Desktop application or the Outbound Campaign Management Tool.
You cannot install two different language versions of the .NET Framework on
the same client. If you want to view .NET Framework applications in a different
language, you must download the appropriate language version of the .NET
Framework language pack.
Prerequisites for installing the .NET Framework

Each client must meet the following requirements before you install the .NET
Framework version 1.1 software and .NET service pack 1:
Windows 2000 Professional (service pack 4) or Windows XP Professional
(service pack 2)
Checking for the .NET Framework on a client

If your clients are running the latest version of Windows XP or Windows 2000,
check to see if the correct version of the .NET Framework version is already
installed.
1 On the client, click Start > Settings > Control Panel.
2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.

4 Click the support link.
5 Verify that the version is 1.1.4322. If the version is not correct, you must
install the latest version of the Microsoft .NET Framework.
6 Click Close.
7 Close the Add and Remove Programs window.
Installing the .NET Framework on a client

1 Log on to the client as the local administrator.
2 On the client, open the DVD folder CCMM/
Microsoft .NET Framework 1.1 Redistributables.
3 Double-click dotnetfx.exe to install the .NET Framework version 1.1.
4 When prompted to install the Microsoft .NET package, click Yes.
5 When the installation is complete, click OK.
6 On the client, open the DVD folder, CCMM/
Microsoft .NET Framework 1.1 Redistributables/service pack 1.
7 Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service
pack 1.

Step 13. Configure access to client

applications
applications are based on Microsoft .NET technology. The .NET deployment
model is based on clients pulling the latest version of an application from a Web
server. This .NET deployment provides the benefit of deploying a thick client
using thin-client technology and the ability to automatically update the
applications based on updates and patches on the server.
Accessing the Web server introduces the potential for a client to download
malicious code. The following information provides the procedures to set the
security and to deploy the Contact Center Agent Desktop and Outbound
Campaign Management Tool with minimal risk.
The Nortel Multimedia security policy file, CCMM_Security_Policy.msi

(Microsoft Installer), contains a policy level for the client to download and run
assemblies with a particular strong name. A strong name consists of the
assembly identity (name, version number, private key) and a public key. The
Outbound Campaign Management Tool and the Contact Center Agent Desktop
assemblies are digitally signed with a strong name based on the private key.
After it is installed, the CCMM_Security_Policy.msi file instructs the clients to
trust the assemblies with the strong name assigned to the Outbound Campaign
Management Tool and the Contact Center Agent Desktop. You can install the
CCMM_Security_Policy.msi file while you are logged on to the server as the
local administrator.
Installing the CCMM_Security_Policy.msi file

You must install the current Nortel CCMM_Security_Policy.msi file that is
included in the latest service update. For more information about the latest
service update, visit www.nortel.com.
There are three methods to install the security policy:

a manual installation, recommended to test the client applications on one or
two clients

SMS, recommended by Nortel, to install the msi file on multiple clients

Windows group policy to install the .msi file on multiple clients
If a client is outside the Multimedia server domain, then make the

CCMM_Security_Policy.msi file available to the client from a secure network
drive.
Manual installation
2 Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.
3 Double-click CCMM_Security_Policy.msi to install the file.
Result: The security policy file is applied.
SMS
Because installation procedures through an SMS system can vary from one
company to the next, follow your company guidelines to install the
CCMM_Security_Policy.msi file for the SMS clients on your network. For more
information about SMS clients, see the documentation on the Microsoft Web site
at http://www.microsoft.com.
An experienced system administrator can deploy the

CCMM_Security_Policy.msi file.
Group policy
In addition to using an SMS server, a system administrator can install the
CCMM_Security_Policy.msi file on clients within the same domain using a
Windows group policy. For details, see document 324750 on the Microsoft
knowledge base.
Confirming that the security policy is applied

To confirm that the security policy is applied on any client, perform the
following check:
1 On the Windows Start menu, click Settings > Control Panel >
Administrative Tools > Microsoft .Net Framework 1.1 Configuration.
2 Expand Runtime Security Policy > Machine > Code Groups > All_Code.

3 Verify that you see Code Groups named CCMM, SHDocVw, and xceed.
What is next?
Begin configuring the other components required for routing Multimedia
contacts. For more information, see Step 14. “Configure phonesets on the switch
for each agent” on page 122.


Section E: External component

configuration
In this section
Step 14. Configure phonesets on the switch for each agent 122
Step 15. Create a Windows user for each agent 123
Step 16. Configure the e-mail server 124

Step 14. Configure phonesets on the switch

for each agent
You must ensure that the phonesets are configured on the switch. For more
information, see the Contact Center, Communication Server 1000/Meridian 1
and Voice Processing Guide.
You need to configure phonesets for agents that handle voice or outbound
contacts. Agents who handle only e-mail contacts do not require a phoneset.
Checklist for agent phonesets

To configure agent phoneset terminal numbers (TN) on the switch for use with
the Communication Control Toolkit, you must complete the tasks in this
checklist.
CS 1000/Meridian 1 for the agent Done
Create a terminal number (TN) entry for each contact center agent ❑
as per instructions in the Contact Center Manager Server
Installation and Maintenance Guide.
Ensure that key 0 has Automatic call distribution call (ACD) ❑
functionality. TNs can be configured with a Contact Center
Manager Server-specific ACD queue or a normal ACD queue used
for both voice and media.
If you are enabling outbound or scheduled callback dialing, ensure ❑

that a personal Dialed Number (DN) key is created on the contact
center agent phoneset.
Enable Associated Set Assignment (AST) for the ACD key and for ❑
one of the other personal DN keys.
AST can only be configured on a maximum of two keys.
Ensure that the Meridian Link Unsolicited Status Message (USM) ❑

group (IAPG option) is enabled.

Step 15. Create a Windows user for each agent
A Windows user account defines the actions a user can perform. You must create
each user on the domain used by the contact center for agent resources.
You must be logged on as the domain administrator or a member of the

administrators group to create user accounts.
Creating a user account

1 Log on to the relevant domain controller with administrative privileges.
2 Open Active Directory Users and Computers. Click Start > All Programs >
Administrative Tools > Active Directory Users and Computers.
3 Select the Domain used for Contact Center Agent Resources.
4 On the Action menu, click New > User.
5 Complete the relevant user details such as first name, last name, and user
logon name and then click Next.
6 Enter and confirm the user password, and then click Next.
A Microsoft Exchange e-mail mailbox for users is not required by Contact
Center Multimedia, however, you can create a mailbox for the agent
depending on your user requirements.
7 Review the user details.
8 Click Finish to create the Windows user.
Security
To improve the security of a password, use at least two of these elements:
uppercase letters, lowercase letters, and numbers. The more random the
sequence of characters, the more secure the password.
If you want to set up other password requirements such as minimum length,

expiration time, or uniqueness, open Group Policy and go to Password Policy.

Step 16. Configure the e-mail server
This step must only be completed if you are licensed for e-mail contacts in your
Multimedia contact center.
Configure and create the required mailboxes to use with Contact Center
Multimedia. Use the documentation supplied with your e-mail server software to
configure the mailboxes to be used for receiving contacts.
Every POP3 mailbox used by the Contact Center Multimedia server requires
basic authentication to facilitate e-mail retrieval. Basic authentication passes the
mailbox user and password in clear text to the e-mail server. You can increase
your security by adding Secure Socket Layer (SSL) encryption. For more
information about SSL encryption, see “Enable SSL on the E-mail Manager” on
page 1281.
What is next?
Configure the required elements in the Contact Center Manager Server. For
more information, see Step 17. “Enable Open Queue” on page 126.

Section F: Contact Center Manager

server configuration
In this section
Step 17. Enable Open Queue 126
Step 18. Ensure the CCT server is configured 129

Step 17. Enable Open Queue
Open Queue is a licensed feature on Contact Center Manager Server. Open

Queue must be enabled for Contact Center Multimedia/Outbound to route,
create, read, and delete contacts in Contact Center Manager Server.
ATTENTION
If a large number of contacts are queued and Contact Center
Manager Server is restarted, Contact Center Manager server
queues 5000 contacts per hour. A period of time can elapse
before your contacts are displayed in Real-Time displays or
assigned to agents.
The License Manager on the License server must contain the correct license
information to provide Open Queue feature. For a description of the licensing,
see Appendix B, “Feature licensing.”

Enabling Open Queue

1 On the Start menu of the Contact Center Manager Server, choose All
Programs > Nortel Contact Center > Server Setup Configuration.
Result: The Nortel Contact Center Management Server Setup
Configuration Utility dialog box appears.

2 Click the License Manager tab.

Result: The License Manager page appears.
3 From the CCMS Optional Package list, select Open Queue.

4 Continue with “Ensure the CCT server is configured” on page 129.

Step 18. Ensure the CCT server is configured
You must ensure that the Communication Control Toolkit server is configured in
Contact Center Manager Server.
1 In the Server Setup Configuration Utility dialog box, click the CCT Server
tab.
2 If you are using a remote Communication Control Toolkit server, select the
Use a remote CCT server check box.
3 Ensure the CCT server host name is correct.
4 Keep the default CCT port numbers. For more information about
Communication Control Toolkit port numbers, see the Communication
Control Toolkit Technical Requirements and Operating System
Configuration Guide and the Communication Control Toolkit Installation and
Maintenance Guide.

5 Click OK.
Result: The Manager Server dialog box appears.
6 Click Yes.
Result: The server is configured.
7 Click OK.
Result: The following dialog box appears.
8 Click Yes to restart the server.

9 After you restart the sever, Contact Center Manager Server is Open
Queue-enabled and configured for use with the Communication Control
Toolkit server.
What is next?
Configure the required resources in the Contact Center Manager Administration.
For more information, see Step 19. “Refresh the Contact Center Manager
Server” on page 132.

Section G: CCMA server configuration
In this section
Step 19. Refresh the Contact Center Manager Server 132
Step 20. Configure the agent phonesets 135
Step 21. Create required multimedia skillsets 138
Step 22. Create supervisors and agents 141
Step 23. Create route points 144
Step 24. Configure the sample multimedia scripts 146
Step 25. Add the Multimedia Server to CCMA for reporting 150

Step 19. Refresh the Contact Center Manager

Server
You must enable Open Queue and refresh Contact Center Manager Server
before you can see the multimedia contact types.
Logging on to the Contact Center Manager Administration

1 Start Internet Explorer.
2 In the Address box, type http:// followed by the server name. For example,
http://<Contact Center Manager Administration Server name>.
3 Press Enter.
Result: If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact
Center Manager Administration logon window appears.

4 Enter your Webadmin user ID and password in the boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears
Refreshing a server
ATTENTION
Only the default administrator, webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager
Server.
1 Log on to Contact Center Manager Administration. For instructions, see

“Logging on to the Contact Center Manager Administration” on page 132.
2 Click Configuration.
Result: The Configuration window appears.

3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
Result: The system warns that all browsers using Contact Center Manager
Administration must be refreshed. If there has been a feature change to the
Contact Center Manager Server, the change is not reflected in each
browser until it is refreshed.
6 Click Yes.
Result: The system refreshes the server in the system tree.

Step 20. Configure the agent phonesets
You must add and acquire each phoneset that an agent or supervisor uses to log
on to the system. When Contact Center Manager Server acquires a phoneset, the
Communication Server 1000/Meridian 1 PBX switch begins sending messages
about these phonesets to the system.
After you save a phoneset, you cannot modify it. You must delete your saved
phoneset, then add a new phoneset to change the phoneset configuration.
Adding a phoneset
Before you perform this procedure, you must configure the phoneset on the
switch. For more information, see Step 14. “Configure phonesets on the switch
Repeat this procedure for each phoneset you want to add.

1 Log on to Contact Center Manager Administration. For more information,
see “Logging on to the Contact Center Manager Administration” on page
132.

3 On the system tree, double-click the server in Contact Center Manager

Server to which you want to add the phoneset. The server expands to show
the resources.
4 Click Phonesets and Voice Ports.
Result: The Phonesets/Voice Ports window appears.
5 In the Name box, type the name of the phoneset as you want it to appear in
reports.
6 In the Type box, select the type of terminal.
7 In the Address box, type the address of the phoneset on the telephony
server.
8 In the Channel box, type the channel number.
9 Click in any other row of the table. The system adds the phoneset, and Not
Acquired appears in the Status column.
Acquiring a phoneset
You must acquire each phoneset so that the switch sends a message to the system
when the agent logs on to the phoneset.

Repeat this procedure for each phoneset you want to acquire.

1 In the Phonesets/Voice Ports window, in the table, select the Acquired
check box in the row containing the phone set that you want to acquire.
Tip: Clear the Acquired check mark to deacquire the phoneset.
2 Click in any other row in the table to save your action. The system acquires
or deacquires the phoneset, and the status appears in the Status column.
Tip: Click Refresh Status to view the current status of the acquisition or
de-acquisition.

Step 21. Create required multimedia skillsets
Use the following procedure to create a multimedia skillset. Repeat this

procedure for every skillset you want to create.
You must create skillsets for the contacts you are eligible to receive or send. You
must have at least one skillset for each type of contact. For this purpose, a
default skillset is created in Contact Center Manager Administration. For e-mail
contacts, you must configure a mailbox for each skillset from which you want to
send a reply, if you want to reserve the original To address as the Reply From
address. You can use the same mailbox for multiple skillsets.
After the skillsets are created, you must assign agents to the skillsets.
Adding a local multimedia skillset

1 Log on to the Contact Center Manager Administration.
3 In the system tree, double-click the server in Contact Center Manager

Server to which you want to add the skillset. The server expands to show
the resources.

4 Click the Skillsets folder.

Result: The Skillsets window appears in the right pane.
5 In the next available row, in the Skillset Name box, type the name for the
skillset.
Tip: If you are creating an e-mail skillset, the prefix EM_ must appear
before the skillset name. If you are creating an outbound skillset, the prefix
OB_ must appear before the name. If you are creating a Web
Communication skillset, WC_ must proceed the name. If you use any other
prefix, the skillset is assigned to voice contacts.
6 From the Default Activity Code list, select the activity code that is
registered whenever this skillset is used. This number must be defined in
the system already.
7 From the Threshold Class list, select the threshold class associated with
this skillset.
8 From the Call Age Preference list, select how you want to configure the
order of calls in the queue. If you want to give priority to the oldest call in the
system, select Oldest.
Tip: All skillsets used by Contact Center Multimedia must have the Call Age
Preference set to Oldest to ensure that the contact that is in the system for
the longest time is presented to an agent first.
9 Optionally, in the Map to ACD-DN box, type the ACD-DN number to which
the skillset can be mapped. If you map the skillset to an ACD-DN, calls to
that ACD-DN are pegged against the skillset in reports.

10 From the Out of Service Mode list, select a value to take the skillset offline
and specify the service mode for the manual night service switch.
11 Optionally, in the Comment box, type any comments you have about the
skillset.
12 Press tab to save your changes.
For more information about creating networking skillsets, see the Contact
Center Manager Administration online Help.

Step 22. Create supervisors and agents
Supervisors review information about agents who report to them in the contact
center.
You must configure agents who handle Multimedia contacts the correct skillsets
defined in Contact Center Manager Administration.
Adding a supervisor
1 Log on to Contact Center Manager Administration.
2 Click Contact Center Management.
3 On the system tree, click the Contact Center Manager Server under which
you want to add the supervisor.
Tip: Before you can add a new supervisor, you must select a server from
the server tree.
4 On the Contact Center Management menu bar, click Add > Supervisor.
Result: The New Supervisor Details window appears.
5 Enter the following mandatory information about the supervisor:
first name
last name
phoneset logon ID
telephony/port address
6 Enter any optional information about the supervisor (for example, title or
department).
7 If the supervisor must log on to the Contact Center Manager Administration
server and use Contact Center Manager, enter a Contact Center Manager
Administration user ID and password for the supervisor.
8 Click Submit to save the new supervisor profile.

Adding an agent
you want to add the agent.
4 On the Contact Center Management menu bar, click Add > Agent.
Result: The New Agent Details window appears.
5 Enter the following mandatory information about the agent:

first name
last name
login ID
primary supervisor
call presentation
threshold

6 Enter any optional information about the agent (for example, title,
department, or comments).
7 Click Contact Types to display the list.
8 Assign Contact Types to the agent by selecting the relevant check boxes.
9 Click Skillsets to display the list.
10 Within the Skillsets area, click List All to list all skillsets configured on the
server.
Tip: If you do not see a skillset to which you need access, because it is not
included in your partition. Contact your administrator and request that the
skillset is added to your partition.
11 In the table listing all skillsets, select the priority numbers beside the
skillsets to which you want to assign the agent, or select Standby to put the
agent in standby mode for this skillset. Skillset priority can range from 1 to
48, with 1 being the highest priority for this skillset.
12 If you have administrator privileges, you can now add this new agent to the
partitions that are assigned to the agent’s supervisor (instead of doing so in
Access and Partition Management). Click the Partitions drop-down
heading. The list of partitions configured on the server appears.
13 Select the check boxes beside the partitions to which you want to add the
new agent.
14 Click Submit to save your changes.

Step 23. Create route points
Route points are used to assign a destination for the multimedia contacts that are
assigned to skillsets.
If you add an Open Queue CDN (route point) you do not need to configure the
CDN (route point) to the switch.
Adding a CDN (route point) on an Open Queue-enabled server

Server to which you want to add the Open Queue CDN (route point). The
server expands to reveal its resources.
3 Click the CDNs (route points) heading.
Result: The CDNs (route points) window appears.
4 Select the OpenQueue tab.
5 In the Name box, type the name of the Open Queue CDN (route point) as
you want it to appear in reports.
6 In the CDNUri box, type a value for the Universal Resource Indicator (URI)
of the Open Queue CDN (route point).
7 From the Call Type list, select Open Queue Local if you want to use the
Open Queue CDN (route point) for local calls or select Open Queue
Network if you want to use the Open Queue CDN (route point) for network
calls.
Tip: You must enable the networking option if you want to use the Open
Queue CDN (route point) for network calls.
8 Click in any other row of the table.
Result: The system adds the Open Queue CDN (route point), and Not

Acquiring an Open Queue CDN (route point)

After you add a CDN (route point) to Contact Center Manager Server, you must
acquire it to enable the system to track calls terminated on it.
1 In the Open Queue table of the CDNs (Route Points) window, select the
Acquired check box in the row containing the Open Queue CDN (route
point) that you want to acquire.
Tip: Clear the Acquired check box to deacquire the Open Queue CDN
(route point).
2 Click in any other row in the table to submit/save your action.
Result: The system acquires or deacquires the Open Queue CDN (route
point), and the status appears in the Status column.
deacquisition.

Step 24. Configure the sample multimedia

scripts
Scripts for Contact Center Multimedia correctly route multimedia contacts.

Sample scripts are provided in the scripting application. Nortel recommends that
you integrate these sample scripts with your existing Contact Center Manager
Server scripts so that multimedia contacts are routed correctly; however, you
may need to customize the sample scripts.
For more information about Multimedia scripts, see the Contact Center
Scripting Guide.
The sample scripts demonstrate the following functionality:

queuing a contact to a multimedia skillset using the contact
intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY
queuing a contact to a multimedia agent using the contact
intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY
handling scheduled contacts that have a callback date and time set using the
contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR
queuing contacts that were pulled by an agent using the Agent Desktop
using the contact intrinsic QUEUETYPE
The following sample scripts are included:

c_Master_Handles_Multimedia—This script passes execution for
multimedia contacts to the relevant primary script for the contact type. You
must add necessary voice handling sections to the master script.
EM_Email_Primary—This primary script is executed for e-mail contacts.
The script passes execution to the c_Scheduled_Contact_Handler script. E-
mail contacts are pegged against this application in both historical reports
and real-time displays.
OB_Outbound_Primary—This primary script is executed for outbound
contacts. The script passes execution to the c_Scheduled_Contact_Handler
script. Outbound contacts are pegged against this application in both
historical reports and real-time displays.

WC_Web_Primary—This primary script is executed for Web

communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
c_Scheduled_Contact_Handler—This script waits the required number
of seconds until the Callback Time and then passes execution to the
c_Queue_Multimedia_Contact script.
c_Queue_Multimedia_Contact—This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged on, the script queues the
multimedia contact to its assigned skillset.
The variables required for the Multimedia script implementation are provided in
the following table.
Variable Name Type Scope Class Default Value
c_contact_type_email_gv contact type global item Email
c_contact_type_outbound_gv contact type global item Outbound
c_contact_type_voice_gv contact type global item Voice
c_contact_type_web_gv contact type global item Web_Communications
c_contact_type_video_gv contact type global item Video
contact_cbdate_cv Date call item 01/01

contact_cbtime_cv Time call item 00:00
callback_nextyear_cv String call n/a NO
contact_agent_cv AGENT_ID call item Any Agent
contact_priority_cv PRIORITY call item 6
contact_skillset_cv SKILLSET call item Any Skillset
contact_queuetype_cv String call n/a NOQUEUE

Importing sample scripts

When you install Contact Center Manager Administration, the system
automatically installs the sample scripts in the following folder on Contact
Center Manager Administration server:
C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is

the drive on which you installed Contact Center Manager Administration.
You can use the sample Multimedia scripts in Contact Center Manager by
importing them into either an existing script or a new script in the Scripting
component. The Import command adds the text of the imported sample script at
the end of any text in the current script.
You can import a sample script into Contact Center Manager Administration in
two ways:
To import a sample script into an existing script, in the Script Manager,
double-click the script into which you want to import the sample script. The
script opens in the Script Editor.
To import a sample script into a new, blank script, right-click on the Script
Manager folder and select New from the resulting menu. The Script Editor
opens with a blank starting page.
To import a sample script

1 From the Contact Center Manager Administration Lauchpad, click
Scripting.
2 Right-click on the Script Manager folder.
3 Select New.
Result: The Script Editor window appears.
4 In the Script Editor window, click File > Import.
Result: The Import window appears.
5 Select the From Server option button, and then navigate to the location on
the server where the sample scripts are stored.
6 Select the sample script that you want to import.

7 Click Open.
Result: The system adds the text of the sample script to the end of the
current script, or to the place at which you put your cursor before importing
the script.

Step 25. Add the Multimedia Server to CCMA

for reporting
After the Contact Center Multimedia/Outbound server is installed, you must

configure Contact Center Manager Administration with the name and IP address
of the new Multimedia server.
You must log on to Contact Center Manager Administration as the Web

administrator.
ATTENTION
Risk of interrupting another user
Only one person at a time can log on as the Web administrator
in Contact Center Manager Administration.
Adding the Contact Center Multimedia/Outbound server


3 On the Server menu, in the top left corner, click Add Server.
4 In the Server Name box, type the name of the Contact Center Multimedia/
Outbound server.
After you enter the Contact Center Multimedia server name, the system
automatically inserts the IP address and display name.
5 In the Login ID box, type the ID for the reporting user for the server. The
Login ID for the Multimedia server is always mmReport.
6 In the Password box, type the password for the reporting user for the
server. The default user password is mmRep.
Tip: You can change the reporting user password in the Multimedia
Administrator.
7 From the Type list, select CCMM.
8 Click Submit.
Associating the reporting server to a Contact Center Manager Server

You must associate the Contact Center Multimedia/Outbound server that is
required for reporting with the configured Manager server.


3 Below the Server menu, in the top left corner, select the Contact Center
Manager Server that you want to associate a server with, right-click, and
then click Edit Properties.
4 Under Associated Reporting Server, click the Select box next to the
Multimedia server you added.
Tip: Only associate one of each type of server with a Contact Center
Manager Server. If you associate more than one of the same type of server
with a Contact Center Manager Server, then the first one assigned is used.
5 Click Submit.
6 On the Launchpad menu, click Log out.
What is next?
Configure the Communication Control Toolkit resources. For more information,
see Step 26. “Import the agent phonesets to the TAPI database” on page 154.

Section H: CCT server configuration
In this section
Step 26. Import the agent phonesets to the TAPI database 154
Step 27. Configure the Contact Management Framework option 163
Step 28. Import the contact center users into CCT 171
Step 29. Import the terminals and addresses into CCT 175
Step 30. Import the Windows users into CCT 180
Step 31. Import the agent workstations into CCT 183
Step 32. Map terminals to workstations (optional) 187
Step 33. Map users to addresses, terminals, and contact center users 190

Step 26. Import the agent phonesets to the

TAPI database
Download information from the CS1000/Meridian 1 switch to the TAPI

database.
Downloading information from the CS 1000/Meridian 1 switch

Before you download information from the CS 1000/Meridian 1 switch, you
must create a switch configuration information text file on the TAPI server.
To create a switch configuration information text file
To complete these steps, ensure that a cable is connected from the server to the
switch.
1 Open a text editor (such as Notepad).
2 Create a new text file called download.txt.
3 Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\
directory on the Communication Control Toolkit server.
4 On the Start menu, choose All Programs > Accessories >
Communication > HyperTerminal to connect to the CS 1000/Meridian1
switch from the Communication Control Toolkit server.

If HyperTerminal is not in the Communication menu, go to Start > Control

Panel > Add or Remove Programs. Add HyperTerminal by selecting Add/
Remove Windows Components, then navigate to Accessories and Utilities,
and click Details. Select Communication, and click Details. Select
HyperTerminal, and click OK. HyperTerminal is installed from the Windows
installation CD; therefore, the Windows installation CD must in the drive.
5 Enter the name for the connection.

Result: The Connect To dialog box appears.

6 In the Connect using list, choose COM1 or the COM port connected to the
CS 1000/Meridian 1 switch.
Result: The COM1 Properties dialog box appears.
7 Verify the information in this dialog box, make any necessary changes, and
then click OK.
Result: The HyperTerminal window appears.

8 At the prompt, type login to log on to the switch. Enter the user ID and the
password for the switch.
Tip: If the prompt is not present, continue to press Enter until the prompt
appears.
9 On the Transfer menu, select Capture Text.
10 Browse to the download.txt file that you created earlier, and then click
Start.
11 Enter the following commands in LD 20:
At the logon prompt, type LD 20, and press Enter.
At the REQ: prompt, type PRT, and press Enter.
At the TYPE: prompt, type TNB, and press Enter.
At the TN: prompt, press Enter.
At the CDEN: prompt, press Enter.
At the CUST: prompt, type 0 (or customer number), and press Enter.
At the DATE: prompt, press Enter.
At the PAGE: prompt, press Enter.
At the DES prompt, press Enter.
Tip: Downloading information from the CS 1000/Meridian 1 overlay can
take a long time.
Result: The commands are saved in LD 20.
12 To return to the prompt, enter **** (Shift + 8888) and press Enter.
13 Type logo, and then press Enter.
Result: You are logged off from the CS 1000/Meridian 1 switch.
To convert the text file

To convert the text file containing switch information, perform the following
tasks in the Symposium TAPI Service Provider (SP) configuration application.
Download only the CDNs that you require for TAPI operation. If you download
other CDNs, you must delete them after the download is complete.

1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 If you are prompted, enter the customer number for the switch.
Result: The application configuration dialog box appears.
3 Click Convert Text file.

Result: The Open dialog box appears.
4 Browse to the download.txt file you created. For more information, see “To
create a switch configuration information text file” on page 154.

5 Click Open.
Result: The Translator Status dialog box appears.
6 Click Start.
7 When the import process is complete, click OK.
ATTENTION
The conversion process adds all information
downloaded from the CS 1000/Meridian 1 switch to
the Symposium TAPI SP database. Some of this
information can be unnecessary or inappropriate. For
example, the CS 1000/Meridian 1 switch works on the
assumption that IVR ports are analog. These ports
must be set on the TN Table dialog box of the
configuration application. You must delete
downloaded CDNs that Symposium TAPI SP does not
need to monitor. To perform these tasks, navigate to
Start > All Programs > Nortel > Symposium TAPI
Service Provider > Configure Database. Click the
Meridian 1 Host tab. Click the TN Table button.

Verifying the agent phonesets are imported correctly to the TAPI

database
2 Click the Meridian 1 Host tab.
3 Click TN Table.
Result: The Line Devices dialog box appears.
4 Ensure that the required TNs for the agent phonesets are imported
correctly to the TN table.
If you need to manually add a TN that was not imported, perform the
following steps:
a. Click Add Line.
Result: The Add a Terminal Number Record dialog box appears.

b. Type the Loop, Shelf, Card, and Unit numbers that identify the
physical location on the CS 1000/Meridian 1 switch of the TN you are
adding.
c. Click OK.
Result: The new TN is added to the TN table.
d. To add a new DN, click Add DN.
Result: The DN Properties dialog box appears.
e. In the Position ID, type the position ID of the set.

f. In the DN Type box, choose ACD.
g. In the Key # box, enter 0.
h. Click OK.
Result: The information is saved to the DN table and to the TN table.
i. Select the same line number to which you just added the position ID.
j. Click Add DN.

k. In the Directory box, enter the directory number for the SCR DN.
l. In the DN Type box, choose SCR.
m. In the Key # box, enter 3.
5 Click OK to exit the TN table.
6 Click OK.

Step 27. Configure the Contact Management

Framework option
You must ensure that you select the Contact Management Framework option that
is appropriate for your contact center configuration. To do this, you must know
whether your contact center servers (Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control Toolkit) are on
stand-alone servers, or co-resident.
Configuring the Communication Control Toolkit console

Follow these steps to add the Nortel Communication Control Toolkit (NCCT)
Admin and NCCT Maintenance snap-ins only if you did not configure the
Communication Control Toolkit Console during Communication Control
Toolkit server installation.
1 Log on to the Communication Control Toolkit server.
2 Click Start > Run, type mmc at the prompt, and then click OK.
Result: The Console appears.

3 On the File menu, choose Add/Remove snap-in.

Result: The Add/Remove Snap-in dialog box appears.
4 Click Add.
Result: The Add Standalone Snap-in dialog box appears, containing a list
of all available MMC snap-ins.

5 Select NCCT Admin, and then click Add.

Result: The NCCT Admin Select Computer dialog box appears.
6 Select the computer that you want the NCCT Admin snap-in to manage.

7 Click Finish.
Result: The Add Standalone Snap-in dialog box appears.
8 Select NCCT Maintenance, and click Add.

Result: The NCCT Maintenance snap-in is added to the console.
9 Click Close.

10 Click OK.
Result: The following window appears.
Configuring the Contact Management Framework

1 Open the NCCT 6.0 Console on the Communication Control Toolkit server.
2 On the left pane of the NCCT 6.0 Console, expand NCCT Admin and
select CCT Server.
Result: CCT Server appears in the right pane of the console.
3 Double-click CCT Server in the right pane of the console.
Result: CCT Server Properties dialog box appears.

4 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.
5 In the Communication Control Toolkit Deployment Type section, select

the first or second option (depending on the configuration of the Contact
Center servers).
Tip: If you configure the CMF for stand-alone deployment, then you must
restart all core Communication Control Toolkit services. If you configure the
CMF for co-resident deployment then you must start all Contact Center
Manager Server and all core Communication Control Toolkit services.
To stop and restart the core Communication Control Toolkit services, do the
following:
a. On the NCCT Console, expand NCCT Maintenance.
b. Click Services on the left pane.

c. On the right pane of the Console window, double-click Services.

Result: The Communication Control Toolkit Services Properties dialog
box appears.
d. Click to stop the services.

e. Click to restart the services.
To stop and restart Contact Center Manager Server services, do the
following:
a. Log on to the Contact Center Manager server as administrator.
b. On the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Shutdown.
Result: The Contact Center Manager Server Shutdown utility window
appears.

c. Click OK.
Result: The utility shuts down all Contact Center Manager Server
services, and then the Service Status Log window appears. If a service
was unable to shut down, a message appears in the Service Status
Log.
d. From the Windows Start menu, choose All Programs > Nortel
Contact Center > Manager Server > Startup.
Result: The Contact Center - Manager Server Startup Utility window
appears.
e. Click OK.
Result: The Communication Control Toolkit server name automatically
appears in the CCT Server Name box.
6 In the CCMS Server Name box, type the server name of the Contact
Center Manager server.
7 Click Apply to save the Contact Management Framework settings.
8 Click OK to close the window.

Step 28. Import the contact center users into

CCT
You must import the contact center users configured in Contact Center Manager
Administration to the Communication Control Toolkit server. Importing
multiple resources is more reliable than adding individual resources one at a
time. You must ensure that all of the agents (contact center users) you configured
are imported to the Communication Control Toolkit server.
Before importing Contact Center users, you must:

1. Enable the Open Queue feature on Contact Center Manager Server. You
completed this task in Step 17. “Enable Open Queue” on page 126.
2. Configure the Communication Control Toolkit server using the NCCT 6.0
Console. You completed this task in Step 27. “Configure the Contact
Management Framework option” on page 163.
3. Enable the Contact Management Framework. You completed this task in
Step 27. “Configure the Contact Management Framework option” on page
163).
Importing Contact Center users

1 Make sure that the following Control Communication Toolkit server services
are stopped:
NCCT Server
NCCT TAPI Connector Service (if installed)
Nortel MPS Manager (if installed)
Nortel RSH Daemon (if installed)
To stop these services:
a. Click Start > Administrative Tools > Services.
b. Right-click each service, and then click Stop.
c. Close the Services window.
2 Close the NCCT 6.0 Console.

3 Restart the Data Access Layer service.

b. Right-click Data Access Layer service, and then click Restart.
4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

5 On the NCCT 6.0 Console, expand NCCT Admin and click Importing
Tools.
Result: The available importing tools appear.

6 Double-click Import Contact Center Users.

Result: The Import Contact Center Users Properties window appears.
7 Select a Contact Center user from the Available Contact Center Users list
and click Add; or click Add All to import all available Contact Center users.
8 Click OK.
Result: You are prompted with a notification that all selected users are
imported.
9 Click OK.

Step 29. Import the terminals and addresses

into CCT
To avoid errors, Nortel recommends that you import resources rather than add
them individually.
You can add multiple addresses and terminals from TAPI SP using the Import
M1 TSP Data tool.
Importing multiple addresses and terminals

are stopped:
NCCT Server
3 Restart the Data Access Layer Service.

NCCT 6.0 Console.

6 Expand NCCT Admin and select Importing Tools.

Result: The available Importing Tools appear in the right pane of the
console.

7 Double-click Import M1 TSP Data.

Result: The Import M1 TSP Data Properties dialog box appears.

8 Click Browse.
Result: The available terminals and addresses in the TAPI Service
Provider for M1 database appear.
Tip: No selection is possible; you must import all available terminals and
addresses to ensure that all terminals are imported with their associated
addresses and vice versa.
9 Click Apply.
Result: The Importing from M1 dialog box appears.
10 Click OK.
Result: The M1 database is imported.

Step 30. Import the Windows users into CCT
You can import Windows users from the from the Communication Control
Toolkit 6.0 server and the local domain using the Import Windows Users tool.
A Communication Control Toolkit user is a logical representation of a Microsoft

Windows user. If you do not want to import Windows users, skip this step and
continue on to Step 31. “Import the agent workstations into CCT” on page 183.
Some considerations for importing users from a domain.

If you import users from a domain, the Communication Control Toolkit
user must be logged on to the specified domain.
If you import domain users configured using the
domain.companyname.com format, the utility imports the user in the
format domainname\username.
administrator must be logged on to the server using a domain user account
that is also a local administrator account on the Communication Control
Toolkit server.
To import Windows users

are stopped:
NCCT Server
Nortel MPS Service (if installed)
To stop the services
c. Close the Services window


b. Right-click the NCCT Data Access Layer service, and then click
Restart.
Result: The service is restarted.
NCCT 6.0 Console.
6 Expand NCCT Admin.
7 Click Importing Tools.
Result: The available Importing Tools appear.
8 Double-click Import Windows Users.
9 In the Location box, select the domain or server in which you want to look
for Windows users.
You can import CCT Server users, CCT Domain users, or by selecting CCT
server in the Location box.
To import Windows users from the CCT Server, perform the following:
a. In the Location box, select the CCT server from which you want to
import users.
b. In the Object Type box, select the group of users you want to display.
You can look for all users, a particular user name, a last name, or a first
name. You can select one of the following:
Find All Users—find all Windows user accounts on the CCT server.
User Name—find all Windows user accounts where the user name or
logon ID matches or contains the value in the Object Name box.
Last Name—find all Windows user accounts where the last name
matches or contains the value in the Object Name box.
First Name—find all Windows user accounts where the first name
c. In the Object Name box, type the text you are using in a search for
User Name, Last Name or First Name search.

d. Click Find Now.

To import Windows users from the CCT domain, perform the following:
a. In the Location box, select the CCT Domain from which you want to
import users.
You can select one of the following:
User Group Name—find all Windows user accounts where the user
group name matches or contains the value in the Object Name box.
Organizational Name—find all Windows user accounts where the
organization name matches or contains the value in the Object Name
box.
User Name, Last Name, First Name, User Group Name, or
Organizational Name search.
d. Click Find Now.
10 In the Search Results box, select the Windows users you want to import.
To select multiple users, press the CTRL key while you are selecting each
user. To select all Windows users, click Add All.
11 Click Add.
Result: The selected users appear under Selected Users.
12 Click Apply.
13 Click OK.

Step 31. Import the agent workstations into

CCT
You can import workstations from the local domain using the Import
Workstations tool.
If the Communication Control Toolkit server is on a stand-alone server in a

workgroup, then there are no other workstations to import.
To import local workstations

are stopped:
NCCT Server

NCCT 6.0 Console.

5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
console.
6 Double-click Import Work Stations.

If the Communication Control Toolkit server is in a workgroup on a stand-

alone server, then there are no available workstations to import.
Result: The Import Work Stations Properties dialog box appears.
7 Press the CTRL key, and select the workstations.

8 Click Add.
Result: The required workstations are added to the Selected Workstations
list.
9 Click OK.
Result: The selected workstations are imported into the Communication
Control Toolkit database.

Step 32. Map terminals to workstations

(optional)
If you want to have a one-to-one mapping between terminals and workstations,

perform this step.
Proper configuration for hotdesking Contact Center Agent Desktop applications

requires that each terminal is mapped to only one workstation in
Communication Control Toolkit.
Mapping a terminal to a workstation

1 On the NCCT 6.0 Console, click Terminals.
Result: The Terminals folder on the console is selected.

2 Double-click the terminal you want to configure.

Result: The Terminal Properties dialog box appears.

3 Click the Workstation Maps tab.

Result: The Workstation Maps page appears.
4 Select the appropriate workstations in Available WorkStations.

5 Click Add to move the selected workstation to the Mapped WorkStation
box.
Result: The workstation appears in the Mapped WorkStation box.
6 Click OK.
Result: The workstation is mapped to the terminal.

Step 33. Map users to addresses, terminals,

and contact center users
Before you map a configured user to another Communication Control Toolkit

resource, you must first make sure that the other resource exists and that it is
configured correctly.
You are not required to map terminals to agents if the agents handle only e-mail
contacts.
Map Contact Center users to Windows users, so that the Windows users have
access to the contact center software functionality. For example, when Contact
Center Agent Desktop is deployed, mapping a Contact Center user to a Windows
user identifies the Agent ID assigned to the user in Contact Center Manager
Administration.
Map Windows users to terminals or addresses to assign a communication point

to the Contact Center user, or agent, to handle contacts. For example, when CCT
identifies an incoming call is destined for a specific user, because the terminals
and addresses are mapped to the Windows user, CCT rings the correct terminal/
extension where the Windows user is working.

Mapping a user to an address and address groups

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

3 Click the Address Maps tab.

Result: The Address Maps page appears.
4 Select the appropriate addresses and address groups from Available

Addresses and Address Groups.
5 Click Add to move the selected Addresses and Address Groups to the
Mapped Addresses and Address Groups list.
6 Click OK.
Result: The addresses and address groups are mapped to the current
user.
Mapping a user to a terminal and terminal group




3 Click the Terminal Maps tab.

Result: The Terminal Maps page appears.
4 Select the appropriate terminal and terminal group from those in Available
Terminals and Terminal Groups.
5 Click Add to move the selected terminals and terminal groups to the
Mapped Terminals and Terminal Groups list.
6 Click OK.
Result: The terminals and terminal groups are mapped to the current user.
Mapping a user to a Contact Center user and Contact Center user

group



3 Click the Agent Maps tab.

Result: The Agent Maps page appears.
4 Select the appropriate contact center users and contact center user groups
from those in Available Agents and Agent Groups.
5 Click Add to move the selected contact center users and contact center
user groups to the Mapped Agents and Agent Groups list.
6 Click OK.
Result: The contact center users and contact center user groups are
mapped to the current user.
What is next?
Log on to the Contact Center Multimedia Administrator application to begin
configuring the outbound and e-mail contacts, based on your license. Go to Step
34. “Understand the contact types” on page 200.


Section I: Contact type configuration
In this section
Step 34. Understand the contact types 200
Step 35. Log on to the Multimedia Administrator 204
Step 36. Start the configuration tool 206
Step 37. Update the E-mail Manager service 225

Step 34. Understand the contact types
You can use the Multimedia Administrator to configure the contact types in the
Contact Center Multimedia/Outbound component of Contact Center, including
outbound, e-mail, and Web communications.
The Operations and Administration Maintenance (OAM) service retrieves

information about skillsets, route points, and agents from the Contact Center
Manager server, and provides the data to the Multimedia Administrator to
configure Multimedia properties for skillset and agents.
You can use Contact Center Manager Administration to create skillsets and route
points. For more information about creating skillsets and route points, see the
Contact Center Manager Administrator’s Guide.
Your contact center licensing affects the contact types you are able to configure.
You can use the License Manager file on Contact Center Manager Server to
determine what licenses you have. For more information about the license codes,
see Appendix B, “Feature licensing.” All of the contact types are described in
Step 35. “Log on to the Multimedia Administrator” on page 204.
Configuring the outbound contacts

Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns. An outbound campaign is a series of outbound calls for
one specific purpose, for example, a customer survey or a sales promotion. You
can configure a maximum of 20 outbound campaigns with 2500 contacts in each
campaign.
Only one step is required to configure outbound contacts: configure the route
points for all outbound skillsets.
Configuring the E-Mail Manager

Use the E-Mail Manager to communicate with customers over the internet.
Customers communicate using their e-mail client application to receive an e-
mail response from the agent. The E-mail Manager provides the following
functionality:

the ability of the contact center to receive e-mail requests from multiple
mailboxes and multiple servers for presentation to agents as multimedia
contacts
intelligent routing of e-mail to deliver each e-mail message to the agent
who has the subject knowledge to respond, send an auto-response, or close
the contact
an Agent Desktop interface for agents to respond efficiently to customers
without need for a desktop e-mail client
easy referencing of the thread of conversation between the customer and the
agent
the ability to select a contact type based on the e-mail message and
attachments received, such as text messages (SMS), voice mail, or fax
messages
the ability to handle contacts using one method when the contact center is
open and another method when the contact center is closed
Some steps are required to configure the E-mail Manager: configure the
skillsets, setup the servers, and configure the default rules for a recipient
mailbox.
Configuring the Web Communications Manager

Use the Web Communications Manager to communicate with customers over
the Internet. Agents and customers directly communicate in real time by
conducting a two-way conversation by exchanging text messages using
Javascript- and frame-compliant Web browsers. The Web Communications
Manager provides the following functionality:
intelligent routing of customer communications to the agent who has the
subject knowledge to respond
agent in a text chat session
an optional customer-centered multimedia presentation to the customer’s
browser while the customer waits for an agent
push Web pages to the other party during conversations for discussions

Some steps are required to configure the Web Communications Manager:

configure the skillsets, and configure the Web server.
Some definitions to know

The following is a list of definitions that you need to understand before
configuring the contact types in Contact Center Multimedia/Outbound.
A skillset is a label applied to a set of skills, capabilities, or knowledge that
an agent requires to respond to a given request. The skillsets are retrieved
from the Contact Center Manager database. You must select a route point
for a skillset used to route outbound contacts.
A route point is a location on the open queue that queues incoming calls to
and runs through a script on the Contact Center Manager Server.
An autoresponse is an e-mail message sent to a customer with no agent
interaction. An auto-response can be an intelligent response, such as a sales
promotion flyer, or an acknowledgement, such as “We received your e-mail
and will respond to you within three days.”
A recipient mailbox is a container on the e-mail server that holds e-mail
messages. Standard mailboxes are monitored by the Contact Center E-mail
Manager, which routes the e-mail to an agent or group of agents (skillset)
based on an analytical search of the sender address, the recipient address,
the subject and body of an e-mail for predetermined keywords, or a
combination of these. The e-mail server must be compliant with Post Office
Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).
Every POP3 mailbox used by the Contact Center Multimedia server
requires basic authentication to facilitate e-mail retrieval. Basic
authentication passes the mailbox user and password in clear text to the e-
mail server. You can increase your security by adding Secure Socket Layer
(SSL) encryption. For more information about SSL encryption, see “Enable
SSL on the E-mail Manager” on page 1281.
An e-mail alias is not a real e-mail account; an alias is an address that
forwards all e-mail messages it receives to another e-mail account. For
example, the mailbox general@magscripts.com can have the aliases
carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
messages addressed to either of these aliases are forwarded to the
general@magscripts.com mailbox. The Email Manager routes the e-mail
messages according to the rules based on the alias mailboxes.

Aliases can be useful to filter e-mail messages. For example, you can define
an alias for a short promotional period after which e-mail messages that
arrive at that alias are discarded.
A text chat session is a two-way conversation between an agent and a
customer. The exchange of messages is private to the customer and agent.
Web-on-hold is a set of Web pages that appear in a customer Web browser
while the customer waits for an agent to answer the contact.
A page push is the ability of an agent or a customer to send a URL to the
other party.

Step 35. Log on to the Multimedia

Administrator
The first time you log on to the Multimedia Administrator, use the following:
Username: SysAdmin
Password: _ _ccmm!
Nortel recommends that you change the default administrator password after
you finish configuring the multimedia contact types.
Logging on to the Multimedia Administrator

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.

3 Click OK.
Result: The Contact Center Multimedia/Outbound Administrator window
appears. If you are opening the Contact Center Multimedia Administrator
for the first time, the Getting Started screen appears on top of the
Multimedia Administrator window.
Tip: The Getting Started window shows that licenses are available for e-
mail, outbound, and Web communications in this contact center.
4 To log off the Multimedia Administrator, click File > Exit.

Step 36. Start the configuration tool
After you log on to the Multimedia Administrator application, you can

immediately begin to configure the contact types.
1 If the Getting Started window does not appear immediately after you log on
to the Administrator application, on the Utilities menu of the Multimedia
Administrator, click Getting Started.
Result: The Getting Started window appears.
Tip: Once you begin these steps, you cannot stop or go back to a previous
step. You can, however, modify settings later.
Tip: The line below the title of the Getting Started window shows your
current license. The procedures in this chapter assume that you have user
licenses for contacts of type outbound (OB_), e-mail (EM_), and Web
communications (WC_). Your licensing can be different.

2 Click Begin.
Result: The Skillset Settings window appears.
Configuring skillsets
You must configure route points for all skillsets you use for multimedia contacts.
You must configure at least one skillset for each contact type for which you are
licensed.
Voice skillsets are prefixed by VO_ or do not contain a prefix.
E-mail skillsets are prefixed by EM_. You can also configure an optional
autoresponse for an e-mail skillset that is used to respond immediately to an
e-mail message from a customer.
Outbound skillsets are prefixed with OB_.
Web Communication skillsets are prefixed with WC_.

1 Select the first skillset you use to route multimedia contacts.

2 Click Edit.
If you edit a skillset for outbound contacts or Web communications, the Edit
Skillset window appears:

3 In the Route Point list, select the route point that you want to assign to the
skillset.
4 Click Save.
Result: The Edit Skillset window closes. In the Skillset Settings window, the
configured route point appears next to the skillset.
5 Repeat steps 1–4 for each skillset required.
You must configure at least one skillset for each licensed contact type
(e-mail [EM], voice [VI], Web communications [WC], outbound [OB]).
6 When all skillsets are configured, click Close to close the Skillset Settings
window.
Click OK, and begin the contact configuration using the Getting Started
window again.
What is next?
If you have only outbound contacts licensed, your required configuration in the
Multimedia Administrator application is complete.
You can configure optional settings for outbound contacts, such as the Outbound
Scheduler. For more information about the optional outbound contact
configurations, see Chapter 10, “Configuring outbound settings and routing.”
If you are licensed for e-mail messages or Web communications, the Server
Configuration window appears and you can continue configuring your
requirements for the E-mail Manager or the Web Communications Manager.

Configuring the e-mail servers

You must configure the following:
An inbound server (POP3) for e-mail messages received by the contact
center
An outbound server (SMTP) for e-mail messages sent by the contact center
If you configured the e-mail servers during installation, then skip this step.
You can configure primary and secondary e-mail servers. If your system cannot
log on to a mailbox, the E-mail Manager attempts to connect to the secondary
POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP
host is used. If e-mail is duplicated in both the primary and secondary e-mail
servers, and a failure of the primary server occurs, the e-mail retrieved from the
secondary e-mail server is duplicated in the Multimedia database when the
primary server is restored.
You must ensure that the primary and secondary servers are configured with
identical mailbox names, passwords, and SMTP authentication settings (if
applicable).

You can configure additional e-mail servers. For information about configuring
additional servers, see the Multimedia Administrator online Help.
To configure the inbound e-mail server

1 In the Server Settings window, double-click Inbound Mail Server (POP3).
Result: The Email Server Properties window appears.
2 Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For inbound mail servers, select POP3.
Port Number: Type the port number for the e-mail server.
Secondary Hostname: If you have a backup e-mail server, provide a
hostname for the backup server.
3 Click Save.
Result: The E-mail Server Properties window closes.

To configure the outbound e-mail server

1 In the Server Settings window, double-click Outbound Mail Server
(SMTP).
Result: The Email Server Properties window appears.

Primary Hostname: Type the name of the server that sends e-mail
messages.
Server Type: For outbound mail servers, select SMTP.
3 Under Security, select the SMTP authentication, if required, for your
outbound e-mail server.
Tip: SMTP Authentication must be enabled on the e-mail server. On the
Multimedia E-mail Manager, the SMTP service must authenticate itself with
the correct user name and password before e-mail is sent. SMTP
authentication is required if you are using aliases.

4 Click Save.
Result: The E-mail Server Properties window closes. If you are licensed for
Web communications, the External Web Server Properties window
appears. If you are not licensed for Web communications, the New
Recipient window appears.
Configuring the external Web server

If you are not licensed for Web communications contacts, continue with
“Creating a recipient mailbox” on page 215.
Initially, the external Web server is the server that you use for developing one or
two Web pages for your corporate Web site. You can use the development server
configuration for development and testing. When you are ready to move the Web
pages to the production Web server that is accessed by your customers, you must
change the name of the external Web server.
To configure the external Web server

1 In the Server Settings window, double-click External Web Server (HTTP).
Result: The Server Properties window appears.

Server Name: Type the name of the external Web server where you plan to
install the sample Web customer interface and develop your custom Web
site.
Server Port: Type the port number for the external Web server you are
using to develop your custom Web site.

3 Click Save.
Result: The Server Properties window closes.
4 Click Close.
Result: The New Recipient window appears.
What is next?
If you are licensed for only Web communications contacts, your required
configuration in the Multimedia Administrator application is complete.
You can configure optional settings for Web communications contacts, such as
the Web-on-hold URLs and autophrases. For more information about the
optional Web communications contact configurations, see Chapter 12,
“Configuring Web communications settings.”

If you are licensed for e-mail messages, the New Recipient window appears and
you can continue configuring your requirements for the E-mail Manager.
Creating a recipient mailbox

Contact Center Multimedia/Outbound polls specific recipient mailboxes on the
e-mail server based on a list of mailboxes defined in the Multimedia
Administrator recipients list. The e-mail retrieved from these mailboxes is
routed based on defined rules that can are applied to either enabled or alias
mailboxes. You must ensure that any enabled e-mail address that you want to
configure in the E-mail Manager is already configured on your corporate e-mail
server.
For example, the mailbox general@magscripts.com can have the aliases

general@magscripts.com mailbox. The treatment of the two aliases can be
different, because the routing rules are based on the aliases. In Contact Center
Multimedia, you must configure an enabled recipient mailbox -
general@magscripts.com, and the alias mailboxes, carz@magsubscripts.com
and planez@magscripts.com.
To create a recipient mailbox

Mailbox names are case-sensitive. You must type the mailbox name exactly as it
appears on your e-mail server.
1 On the New Recipient window, in the Mailbox Name box, type the name of
a mailbox set up the e-mail server.
Tip: If the Contact Center Multimedia/Outbound server is not in the same
domain as the e-mail server, you must also include the domain. Include the
domain in the format domain\user (Windows 2000) or user@domain (post-
Windows 2000) in the Mailbox Name box.
Example: To enter the e-mail address sales@nortel.com, in the Mailbox
Name box, type sales, and in the E-mail Domain box, type nortel.com.
Example: To enter the e-mail address sales@europe.nortel.com, in the
Mailbox Name box, type europe\sales or sales@europe.nortel.com, and in
the E-mail Domain box, type europe.nortel.com.
2 In the E-mail Domain box, type the domain for your e-mail server.

3 In the Password box, enter the password for the mailbox.

Attention: When you change a password on the e-mail server, you must
update this password in the Multimedia Administrator.
4 In the Confirm box, type the same password you typed in the Password
box.
5 In the Display Name box, type the name you want to appear in the e-mail
From address (for example, Sales Department).
6 In the POP3 Server box, ensure that the host name of your POP3 server is
selected.
7 In the SMTP Server box, ensure that the host name of your SMTP server is
selected.
8 Select the Enabled or Alias option.
Select the Enabled option to include the e-mail mailbox in the set of
mailboxes from which incoming e-mail is retrieved.
Select the Alias option to configure this mailbox as an alias. The
address of an alias can be used in rules configuration and outbox
mapping, but a recipient box configured as an alias address not contain
e-mail.
9 In the Process Up to box, enter the maximum number of e-mail messages
the mailbox can accept every time it scans the database. You can enter a
different value for this variable for each mailbox. The default value is 10.
10 Select the Use alternative username for SMTP Authentication box if you
are configuring an inbox as an alias. If SMTP authentication is enabled on
your E-mail Server, and you are using aliases, you log on to the SMTP
server with a different user name.
11 In the Username box, type the SMTP server logon name.
Tip: You can have mailboxes on multiple e-mail servers. You can have
multiple e-mail servers for e-mail or fax messages, load balancing, and
managing e-mail subtypes. Each e-mail server is polled for the mailboxes
that it hosts. Configure additional e-mail servers using the Server
Configuration window and the procedure described in “Configuring the e-
mail servers” on page 210.

12 Click Save.
Result: The System Default Rule window appears. The New Recipient
window is still open for your reference.
Modifying the system default rule

The system default rule is used one of two ways:
1. If the e-mail message has an address that matches a recipient mailbox
configured in the E-mail Manager, it is used as a template for the last rule in
the recipient mailbox. It ensures that an e-mail addressed to the recipient is
assigned to a skillset, if it matches no other regular user-defined rules.
2. If the e-mail message has an address that does not match a recipient
mailbox configured in the E-mail Manager, the system default rule is used
to assign the e-mail to a skillset.
To modify the system default rule, you must select a route point for the default
skillset. You can configure the other properties of the rule, including the skillset
used for routing the e-mail.

When you create a recipient mailbox, the system default rule is copied as the last
regular rule into the list of rules for the recipient mailbox. The default rule
ensures that all contacts received by the mailbox are assigned a skillset.
CAUTION
Risk of routing failure

.
The intention of the system default rule is to route all contacts that
do not match any other rules.
If you change the properties of the rule, you affect the behavior of
the system default rule, which affects all recipient mailboxes you
configure in the E-mail Manager.
If an administrator deletes the skillset associated with a default
rule, the default skillset, EM_Default_Skillset, is used as a
substitute.
If an administrator deletes the EM_Default_Skillset, the system
stops processing e-mail messages.
The default settings for the system default rule are:

use the e-mail default skillset, EM_Default_Skillset
use no auto-response
assign priority 3 (medium high)
If you did not configure the route points for all of the skillsets, you must
configure the route points for the skillset you assign to the system default rule.
For more information, see “Configuring skillsets” on page 207.
To modify the system default rule

1 From the Skillset list, select a skillset name. You can accept the current
default.To select the route point for the skillset, perform the following steps:
a. Click Properties to open the skillset properties to change the route
point.
Result: The Edit Skillset window appears.

b. In the Route Point list, select a different route point.

c. Under Auto-Signature, type an auto-signature (optional). The auto-
signature is text appended to each e-mail message sent from the
contact center in addition to the agent message. The text in the auto-
signature contains corporate disclaimer information and must be in
fixed-width font. The auto-signature appears in an e-mail message after
any personal signature, which is configured in the Agent Desktop
application.
d. Click Save.
Result: The Edit Skillset window closes.
2 To change the auto-response settings, under Select Optional Auto-
Responses, select another auto-response from the list. For more
information about auto-responses, see the Contact Center Multimedia
Administrator online Help.
3 To change the priority, under Select Priority, select a different priority for
the contact. For more information about priorities, see the Multimedia

4 Click Save.
Result: The System Delivery Failure Rule window appears.
Modifying the system delivery failure rule

The system delivery failure rule is used for one of the following purposes:
configured in the E-mail Manager, the system delivery failure rule is used
as a template for the first rule applied in all recipient mailboxes. It ensures
that an e-mail message that contains particular phrases, such as
undeliverable, is not routed to agents.
mailbox configured in the E-mail Manager, the system delivery failure rule
deletes the e-mail message if it contains particular phrases, such as
undeliverable.
To modify the system delivery failure rule, you must select a route point for the
default skillset. You can configure the other properties of the rule, including the
skillset used for routing the e-mail.

When you create a recipient mailbox, the system delivery failure rule is copied
as the first regular rule into list of rules for the recipient mailbox.
By default, the following keywords are used in the Delivery failure keywords
keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report
You can add words to the default keyword list, but do so with caution. Words in
different contexts (such as unknown) in the keyword list for the delivery failure
rule can cause valid e-mail to be routed as undeliverable. In this case, use
specific phrases instead of individual words.
When you create a mailbox, it is automatically assigned a delivery failure rule,

which is copied from the system delivery failure rule.
CAUTION

The intention of the delivery failure rule is to route undeliverable
.
contacts.
the system delivery failure rule, which affects all recipient
mailboxes you configure in the E-mail Manager.
If the skillset associated with a system delivery failure rule is
deleted, the default skillset, EM_Default_Skillset is used as a
substitute.
If the EM_Default_Skillset is deleted, the system stops processing
e-mail messages.
The default settings for the system delivery failure rule are:
use the e-mail default skillset, EM_Default _Skillset
use keyword group delivery failure keywords

assign priority 6 (lowest)
configure the route point for the skillset for the system delivery failure rule. See
“Configuring skillsets” on page 207.
You cannot use an auto-response for a delivery failure rule.
To modify the system delivery failure rule

1 Select a skillset name from the list. You can accept the current default. To
change the route point for the skillset, perform the following steps:
point.
Result: The Edit Skillset window opens.
c. Below Auto-Signature, type an auto-signature (optional). The auto-
signature contains contain corporate disclaimer information and must
be in fixed-width font. The auto-signature appears in an e-mail
message after any personal signature, which is configured in the Agent
Desktop application.
d. Click Save.
2 To change the keyword group, under Select Keyword Group, select an
existing keyword group from the list. For more information about keyword
groups, see the Contact Center Multimedia Administrator online Help.
3 To change the priority, under Select Priority, select a different priority from
the list for the contact. For more information about priorities, see the
Contact Center Multimedia Administrator online Help.
4 Select the check box This Rule will close the Contact if you want the rule
to close the contact.

5 Click Save.
Result: The System Delivery Failure Rule window and the New Recipient
window close. The Rules window appears.
Viewing the sequence and status of the rules

1 In the Rules window, review the rule summary.
Tip: The legend at the bottom of the window explains the symbols next to
the rule names.
2 Click Close.
Result: A confirmation message appears.
3 Click OK.

4 Click OK to close the Getting Started window. You can return to the Getting
Started window at any time: On the Utilities menu of the Multimedia
What is next?
Nortel recommends that you complete the base configuration of Contact Center
Multimedia by working through the rest of this chapter. If you want to add
recipients, create rules, configure outbound e-mail settings, create barred e-mail
addresses, create closed reasons, or set outbound timers, you can perform these
tasks after you are finished the base configuration of Contact Center
Multimedia. For more information about configuring additional settings for the
contact types, see the Multimedia Administrator online Help.
Proceed to Step 37. “Update the E-mail Manager service” on page 225.

Step 37. Update the E-mail Manager service
The following Contact Center Multimedia services are installed with the
Multimedia server software:
CCMM E-mail Manager
CCMM License Manager
CCMM Manager Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
The CCMM License Manager and the CCMM Starter services automatically
start if the Contact Center Multimedia server software is installed successfully.
The CCMM License Manager service ensures a valid license exists for the
Multimedia server. The CCMM Starter service then starts the remaining
services, except the CCMM E-mail Manager service. You must configure and
start the CCMM E-mail Manager service to use e-mail messages for e-mail and
Web communications contacts.

Verifying the License Manager and Starter services are started

Services.
2 Next to CCMM License Service, verify that the Status is Started and the
Startup Type is Automatic.
3 Next to CCMM Starter Service, verify that the Status is Started and the
4 Verify that the following services are started:
CCMM Manager Client
CCMM OAM service
If any service is not started, in the Windows Services Control Panel, right-
click the service name, and then click Start.
Configuring the E-mail Manager service

The E-mail Manager service, if the e-mail feature is licensed in your contact
center, is started by the CCMM Starter service. You must ensure that the E-mail
Manager service is configured to start manually.

1 Open the Windows Services window, if it is not already open. On the

Windows Start menu, click All Programs > Administrative Tools >
Services.
2 Select the CCMM E-mail Manager service.
3 Right-click on the service, and select Properties.
Result: The Service Properties window appears.
4 In the Startup Type list, select Manual.
5 Click Apply.
6 Click OK.
Starting the E-mail Manager service

1 In the Windows Services Control Panel, right-click CCMM E-mail Manager
service, and then click Start.
2 Close the Windows Services Control Panel.
What is next?
Configure the users in the Contact Center Manager Administration server and on
the Communication Control Toolkit before you start the client applications. For
more information, continue with Step 38. “Configure the administrators” on
page 230.


Section J: Agent configuration
In this section
Step 38. Configure the administrators 230
Step 39. Configure hotdesking (optional) 232
Step 40. Start the client applications 236

Step 38. Configure the administrators
Nortel recommends that you now change the default password from what is
published in this guide.
Any administrator can change all of the configuration properties in the

Multimedia Administrator application.
Changing the default password

You must change your default administrator password.
To change the default password

1 Log on to the Multimedia Administrator.
2 Expand General Administration.
3 Double-click Administrator Settings.
Result: The Administrator Settings window appears.
4 Select the default administrator.

5 Click Edit.
Result: The Edit Administrator window appears.
6 Click Reset Password.

Result: The Password Reset window appears. The default user name
appears dimmed so that you cannot change it.
7 In the New Password box, type the password for the administrator.
8 In the Confirm Password box, type the password again to confirm it.
9 Click Save to close the Password Reset window.
10 Click Save to close the Edit Administrator window.

Step 39. Configure hotdesking (optional)
You can use hotdesking to configure your contact center so that an agent can sit
at a different desk every day and log on to the Contact Center Agent Desktop.
With hotdesking enabled and properly configured, when agents start the Contact
Center Agent Desktop, they are automatically mapped to the relevant terminal
and addresses without user intervention.

When hotdesking is also configured for a Citrix environment, agents are

challenged with a dialog box asking them to enter a string that identifies their
workstation. The string must be the same as the string that is configured as the
workstation name in the Communication Control Toolkit configuration. You
must configure the popup dialog in a Citrix environment.
To configure hotdesking
1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.

3 Double-click Agent Desktop Configuration.
4 Under Hot-Desking, select the Enabled check box.

5 Click Save.
To configure the pop up window for a Citrix environment

Center Multimedia.

4 If you are working in a Citrix environment, select the Prompt for

WorkStation check box.
5 Click Save.
Using hotdesking in the Contact Center Agent Desktop

When working in a Citrix environment, if both hotdesking options are set to 1,
then agents can enter a string that uniquely identifies their workstation. You
must create the workstation name in the Communication Control Toolkit, and
map a terminal to that workstation. For information about creating and mapping
resources, see the Communication Control Toolkit Installation and Maintenance
Guide.


Step 40. Start the client applications
You must complete the following tasks before you can start the client
applications:
Install and configure the Contact Center Multimedia server.
Install and configure Microsoft .Net Framework version 1.1 and service
pack 1, and install the CCMM_Security_Policy file.
Configure the phonesets on the switch.
Configure the Multimedia server in the Contact Center Manager
Administration.
Configure users, assign the correct access classes, and configure scripts in
Contact Center Manager Administration.
Import and map users in the Communication Control Toolkit.
Now you are ready to start the client applications: the Contact Center Agent
Desktop to handle telephone and multimedia contacts, and the Outbound
Campaign Management Tool to configure outbound campaigns.
If you have a proxy server, you must ensure that your clients have access to the
Agent Desktop URL on the Contact Center Multimedia server.
Starting the Contact Center Agent Desktop

When you log on, you are available to handle all media types for which you are
licensed (for example, voice, outbound, or e-mail, or Web communications). If
you are assigned to a skillset for a particular media, then you can receive and
create contacts in that media.

To start the Agent Desktop application

1 On a client, in Windows Explorer, or Internet Explorer, type http://
<Servername>/agentdesktop/CCAD.exe, where <Servername> is the
name of the Multimedia server where the Agent Desktop interface is
installed.
Tip: If you create a shortcut, you can start the application by clicking the
Agent Desktop shortcut.
Result: The Agent Desktop telephony toolbar appears.
2 Click Logged Out.

3 In the ID box, type your password. Your agent ID is based on the
Communication Control Toolkit implementation for your contact center.
Tip: A password is required only if you are logging on to the Agent Desktop
interface to handle multimedia contacts. If you are a multimedia agent, you
must change your password after you log on. For information about
changing your password, see the Contact Center Agent Desktop User’s
Guide.
Result: The system verifies your ID and logs you on to the Agent Desktop
application. The Logged Out button changes to Logged In.
Prerequisites for starting the Outbound Campaign Management Tool

applications:


Administration.
Import and map users in Communication Control Toolkit.
Ensure you have the user basic access rights to the outbound component.
To assign user basic access rights to the outbound component

1 Log on to the Contact Center Manager Administrator. For instructions, see
2 Click Access and Partition Management.
3 In the Access and Partition Management component, choose View/Edit >
User Administration.
4 Select the user from the list in the system tree.
5 In the right pane, click Basic Access Rights.
6 Select the Outbound component.
7 Click Submit.

Starting the Outbound Campaign Management Tool

1 Click the Outbound component in the Contact Center Multimedia/
Outbound launchpad window.
Result: The Outbound window appears.

2 On the left side of the Outbound window, click a Contact Center Multimedia
server.
Result: The Outbound Campaign Management Tool window appears.
See the Contact Center Manager Administrator’s Guide for more information
about creating an outbound campaign.

Chapter 3
Installing and configuring the external

Web server
In this chapter
Overview 242
Prerequisites for installing the Web server software 243
Install the Web server software 245
Configure your Web server 250

Installing and configuring the external Web server Standard 7.23
Overview
If you are using Web communications in your contact center, you can use the
Sample Customer Interface (CI) Web site implementation to assist you to
develop web pages for your corporate Web site. The Web services architecture is
a platform-independent interface that can be accessed by customers from both
Microsoft .NET and Java applications. Customer Web sites or third-party
applications use the open interface for integration with the Nortel Contact Center
Multimedia system.
You can install the sample Web CI interface on a development server to create
your own corporate Web site, and then copy your corporate Web site to the
production server.
ATTENTION
You must configure and install the Web server software on
the server where you develop your Web interface: not on a
server that is for production, nor the server where your
Contact Center Multimedia software and database is
installed.
In development, you can access the Web services from either ASP.NET or JSP
Web applications.
For developers who want to integrate with the Nortel Contact Center Multimedia
system using Web services, the following items are available on the Nortel
Developer Partner Program Web site:
Web Service documentation including an API reference in HTML format
An installation package for the Sample Customer Interface Web site.
You can use the sample implementation as a reference to assist you with
development of a live customer Web site.

March 2008 Installing and configuring the external Web server
Prerequisites for installing the Web server

software
This chapter describes how to install the sample customer interface on a

development Web server for the Contact Center 6.0 Multimedia application.
ATTENTION
server that is for running your Contact Center, nor the
server where your Contact Center Multimedia software and
database is installed.
You must be licensed for Web communications in your contact center to install
the Web server software. For more information about installing the Contact
Center Multimedia server software, see Chapter 2, “Installing the Multimedia/
Outbound server.”
Prerequisites
Ensure you complete the following prerequisites before you install the external
Web server software.
Description Done
The Web server meets the minimum requirements for installing ❑

Apache Tomcat 5.5.
The Web server is running Windows Server 2000, Windows 2000 ❑

Professional, Windows XP, or Windows Server 2003.
The Web server has J2SE 5.0.
The Apache Tomcat 5.5 Servlet engine is installed on the Web server. ❑
For more information and instructions for installing Apache Tomcat
5.5, see www.apache.org.

Description Done

The Contact Center Multimedia server is installed and configured for ❑
the server name, skillsets, and optional settings required for Web
communications. For more information, see Chapter 2, “Installing the
Multimedia/Outbound server,” Section I: “Contact type configuration,”
on page 199.

Install the Web server software
Use the following steps to install the external Web server software on your
development Web server.
1 Log on to the external Web server using the Local Administrator user ID
and password.
2 Download the external Web CI server software from www.nortel.com.
3 Double-click setup.exe.
Result: A Contact Center Welcome screen appears.

4 Click Next.
Result: The Contact Center License Agreement window appears.
5 Read and understand the terms of the license agreement. If you accept the
terms of the license agreement, select I accept the terms in the license
Result: The Contact Center Installation Configuration window appears.

6 In the CCMM Server Name box, type the host name of the server where
the Contact Center Multimedia server software is installed.
7 If you want to configure the reference implementation to send HTML forms
to customers, in the SMTP Server Name box, type the host name of the
Standard Mail Transfer Protocol (SMTP) server.
Tip: If you do not want to configure the SMTP server name at this time, you
can configure the SMTP server name manually after the installation is
complete.
a. In your installation directory on the Web server, open
webapps\CI_Sample_Website\WEB_INF.
b. Open the file web.xml in a text editor, such as Notepad.
c. Edit the string EMAILSERVER_HOSTNAME so that it contains the
name of the e-mail server.
8 If you want to configure the reference implementation to send HTML forms
to customers, in the Configured CCMM Mailbox box, type the name of the
mailbox configured in the Contact Center Multimedia Administrator
application that you want to use for sending HTML forms.
Tip: If you do not want to configure the HTML forms at this time, you can
configure the HTML forms manually after the installation is complete.
c. Edit the string HTML_FORM_TO_ADDRESS so that it contains the
name of the mailbox.

9 Click Next.
Result: The InstallShield dialog box appears for the update.
10 View the installation location for your software, and then click Next. You
must accept the default installation location.
Result: The Contact Center Installation Summary window appears.

11 Review the details of the installation, and then click Install.

The Apache Tomcat services stop and restart automatically. The

InstallShield Wizard Completed dialog box appears.
12 Click Finish.

Configure your Web server
After you install the external Web server, you can use it to develop Web pages
for your corporate Web site. Use the following steps to configure your
production Web server.
1 Develop your own Web pages for your corporate Web site using the Web
service documentation and Chapter 4, “Using the Web communications
customer interface,” as a reference.
2 Test your corporate Web interface. Ensure that you mapped your
development Web server in the Multimedia Administrator application to test
your Web site. For more information, see “Configuring the external Web
3 After you develop and test your corporate Web interface, transfer your Web
interface to the corporate or production server.
4 Configure the name of the production server in the Multimedia
Administrator by doing the following:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Administrator.
b. In the User ID box, type your user identification (for example,
SysAdmin).
c. In the Password box, type your password. Use a user ID and password
with Administrator privileges.
d. Click Login.

e. In the Contact Center Multimedia Administrator window, expand

Contact Center Multimedia.
f. Expand General Administration.
g. Double-click Server Settings.
Result: The Server Settings window appears.

h. In the Server Settings window, double-click External Web Server

(HTTP).
i. Enter the following information:

Server Name: Type the name of the external Web server that
customers can access for Web communications.
Server Port: Type the port number for the external Web server that
j. Click Save.
k. Click Close.

5 Close the Multimedia Administrator application.


Chapter 4
Using the Web communications

customer interface
In this chapter
Overview 256
Access the sample customer interface Web site 258
Configure properties for the sample CI Web site 278
Test the customer interface Web site 280
Prevent blocked invitations 287

Using the Web communications customer interface Standard 7.23
Overview
If you are using Web communications in your contact center, you can use the
Sample Customer Interface (CI) Web site implementation to assist you to
develop web pages for your corporate Web site. The Web services architecture is
a platform-independent interface that can be accessed by customers from both
Microsoft .NET and Java applications. Customer Web sites or third-party
applications use the open interface for integration with the Nortel Contact Center
Multimedia system.
In development, you can access the Web services from either ASP.NET or JSP
Web applications.
The Customer Interface Web services provide a range of methods that allow you
to perform the following functions:
register new customers in the Contact Center Multimedia database
log on or log off existing customers
update customer logon credentials
create customer contacts
update customer details
read customer information
review a customer contact history
request immediate or scheduled callback requests
read a contact
create and maintain a Web communications chat session
ATTENTION
If you want to use e-mail or callbacks in your Customer
Interface Web methods, you must have the appropriate
licensing for your agents. For example, to request an
immediate or scheduled callback request, you must have agent
licenses for Outbound contacts.

March 2008 Using the Web communications customer interface
For developers who want to integrate with the Nortel Contact Center Multimedia
system using Web Services, the following items are available on the Nortel
Developer Partner Program Web site:
Web Service documentation including an API reference in HTML format
An installation package for the Sample Customer Interface Web site.
You can use the sample implementation as a reference to assist you with
development of a live customer Web site.
This chapter contains the following information:

functionality and .jsp pages available in the reference implementation
customizable settings for the Sample Customer Interface
testing the sample customer interface Web site

Access the sample customer interface Web

site
You can use the sample Customer Interface (CI) Web site as a reference
implementation of the open interface to the Contact Center Multimedia
database. The sample Web Customer Interface is implemented using Java Server
Pages (JSP) running on a Tomcat Servlet container. The primary purpose of the
sample CI Web site is to demonstrate the basic functionality available through
the Web services and for testing the Contact Center Multimedia in a lab
environment.
Access the sample CI Web site using the URL:
http://<webserver>:8080/CI_Sample_Website
where <webserver> is the host name of the Web server where you installed the
sample CI Web site.
Note: The default port for Apache Tomcat server is 8080. For information about
changing the default port, see the Apache Tomcat documentation.
The following sections briefly describe the functionality available through the
sample CI Web site.
Registering new customers in the Contact Center Multimedia

database
The registerNewCustomer.jsp page is the HTML form that customers use to
enter their title, first name, last name, e-mail address, password, postal address,
and telephone number. When the form is submitted, the information in the fields
are passed to registerNewCustomer_WSClient.jsp, which invokes the
registerNewCustomer Web method to create the new customer in the Contact
Center Multimedia database.

Logging on existing customers

The loginCustomer.jsp page is the HTML form that customers use to enter their
username and password. When the form is submitted, the username and
password are passed to loginCustomer_WSClient.jsp, which invokes the
customerLogin Web method.
Note: Customer user names created using the Customer Interface must have user
names in the format of a valid e-mail address such as user@nortel.com. Use
valid user names for the sample Web site for demonstrations. When deploying
customized Web sites, you must enforce the user name format. See the Contact
Center Multimedia Web Communication Toolkit Developer guides for more
information.

If the customerLogin method returns an error code indicating that the customer
is already logged on, then the customerAlreadyLoggedIn.jsp page is displayed.
If the customer chooses yes to continue, then the loginCustomer_WSClient.jsp

is loaded again with the forceLogoff parameter set to true. The page logs off the
customer using the CustomerLogoff Web methods and then log in the customer
again using the CustomerLogin Web method.

The customerLogin Web method returns a session key if the customer is logged
on successfully. The session key is required to call any other Web methods for
the customer, so it is stored as a session variable that can be used by other .jsp
pages in the sample CI Web site.
When the customer is logged on to the Web site, the sample page is displayed.
Customers use the opening page to request a text chat, a callback, or an e-mail
message from the contact center.
Logging off existing customers

The logoffCustomer.jsp page contains the HTML form with the username and
Logoff button. When the form is submitted, the username is passed to the page
logoffCustomer_WSClient.jsp, which invokes the customerLogoff Web method
to log the customer off the Web site.

Updating customer details

The readCustomerDetails_WSClient.jsp page reads the customer details from
the Contact Center Multimedia database using the Web method
getCustomerByUsername, and then populates the HTML form with the details
from the customer record, such as e-mail address, postal address, and telephone
number.

When the customer adds or updates new information and clicks Update Details,
the form is passed to updateCustomer_WSClient.jsp,which invokes the Web
methods updateCustomer, updateAddress, updateEmailAddress, and
updatePhoneNumber. If the information in the fields is new,
updateCustomer_WSClient.jsp invokes the Web methods addAddress,
addEmailAddress, and addPhoneNumber. The results of the update appear in the
updateCustomer_WSClient.jsp page.
Updating customer logon credentials

The updateCustomerLogin.jsp page is the HTML form that customers use to
change the customer user name or password. When the form is submitted, the
old password and new password are passed to
updateCustomerLogin_WSClient.jsp, which invokes either the updateUsername
or updatePassword Web method, depending on whether the username or
password is updated by the customer.

Reviewing a customer contact history

The last 20 contacts associated with a customer appear in the
readCustContactHist_WSClient.jsp page, by default. The customer can navigate
through blocks of 20 contacts using the navigation arrows above the contact
history. You can configure the number of contacts displayed on this page by
modifying the NO_OF_CONTACTS_TO_DISPLAY property in the web.xml
file in the webapps\CI_Sample_Website|WEB_INF folder.

This page uses one of four web methods to retrieve the correct block of contacts:
ReadFirstBlockOfContacts
ReadLastBlockOfContacts
ReadNextBlockOfContacts
ReadPreviousBlockOfContacts
The Web method that is called is controlled by the parameter pageControl which
can have the value of first, last, next, or previous, depending on the navigation
arrow the customer clicks.
Another parameter, startContactID is called when pageControl is either prev or

next to call the Web methods ReadNextBlockOfContacts and
ReadPreviousBlockOfContacts with the correct contact ID used as a starting
point.
When a customer clicks any contact ID in the history list, the

readContact_WSClient.jsp page invokes the readContact Web method to read
the contact details from the Contact Center Multimedia database and display the
information.

Requesting a text chat session

The requestTextChat.jsp page is the HTML form that customers use to request a
text chat session. The getWebSkillsets_WSClient.jsp page shows the list of Web
communications skillsets retrieved by the getAllWebSkillsets Web method.

When the customer requests a text chat session, the skillset, subject, and
objective are passed to requestTextChat_WSClient.jsp. The
requestTextChat_WSClient.jsp page check if the selected skillset is in service
before creating the Web communications contact using the IsSkillsetInService
Web method. If the skillset is in service, then the contact is routed to the skillset.
If the skillset is not in service, then the following message appears and a closed
Web communications contact is created as a record of the customer’s attempt to
request a text chat.

The closed Web contact is created using the RequestTextChat Web method with
the createAsClosed parameter set to true.
If the selected skillset is in service, the Web contact is created as a new contact
in the Contact Center Multimedia database using the requestTextChat Web
method with the createAsClosed parameter set to false. The customer is directed
to the Web communications URL, http://<webserver>:8080/WebComms/jsp/
index.jsp, where <webserver> is the host name of your Web server.
Note: The default port for Apache Tomcat server is 8080. For information about
changing the default port, see the Apache Tomcat documentation.
The requestTextChat Web method passes the session key of the currently logged
on customer and the contact ID of the new Web communication contact to the
Web communications URL. The text chat page appears on the customer desktop.
For example, your Web communications URL can be http://<webserver>:8080/

WebComms/jsp/index.jsp?sessionKey=2qrc3E7a00&contactID=637142.
Note: You must redirect the customers to this URL using the session key and
contact ID parameters to display the customer text chat window.
The Web Communications Web-on-hold page appears in the customer text chat
window.

Requesting a scheduled callback

The requestScheduledCallback.jsp page is the HTML form customers use to
request a scheduled callback at a specified date and time. The
getOutboundSkillsets_WSClient.jsp Web method within this page displays a list
of outbound skillsets.
Scheduled callbacks must be created in an outbound skillset (OB_) as scheduled

callback contacts are licensed under the outbound license. Agents must have an
Outbound license to originate a call to a customer. Scheduled callbacks are
presented differently to agents because they are not associated with an outbound
campaign. There is no agent script or outbound disposition code presented to an
agent when a scheduled callback contact is complete.
ATTENTION
The time for the callback is displayed in the Outbound
Campaign tool on Contact Center Manager Administration
on the Progress and Results screen in Greenwich Mean
Time (GMT). You must convert the time to the local time
for the customer who receives the outbound call.

When the form is submitted, the Callback Time is converted to a millisecond

value. This value is stored in a hidden form input variable called
callback_time_milliseconds, which is passed along with the values of the other
fields to the RequestScheduledCallback_WSClient.jsp page. The
RequestScheduledCallback_WSClient.jsp page calls the
requestScheduledCallback Web method to create the scheduled callback contact
in the Contact Center Multimedia database.
Requesting an immediate callback

The requestImmediateCallback.jsp page is the HTML form that a customer uses
to request an immediate callback. The getOutboundSkillsets_WSClient.jsp page
displays a list of outbound skillsets.
An immediate callback is treated as a scheduled callback contact with the

current Multimedia server date and time entered as the callback date and time.
Scheduled callback contacts must be created in outbound skillsets (OB_) as
outbound contacts are licensed under the outbound license. Agents must have an

Outbound license to originate a call to a customer. Scheduled callbacks are

presented differently to agents because they are not associated with an outbound
campaign. There is no agent script or outbound disposition code presented to an
agent when a scheduled callback contact is complete..
ATTENTION
The time for the callback is displayed in the Outbound
Campaign tool on Contact Center Manager Administration
on the Progress and Results screen in Greenwich Mean
Time (GMT). You must convert the time to the local time
for the customer who receives the outbound call.
When the form is submitted, the values of the fields are passed to the
requestImmediateCallback_WSClient.jsp page, which first checks if the chosen
skillset is in service using the IsSkillsetInService Web method. If the skillset is
not in service, then the scheduled callback contact is created using the
requestImmediateCallback and a message appears indicating that the callback
request is handled when the skillset is in service.
If the chosen skillset is in service, then the scheduled callback contact is created
using the RequestImmediateCallback method and the confirmation message
appears.

Submitting HTML forms as an e-mail message

The submitHTMLForm.jsp page is the HTML form that the customer uses to
submit an HTML form as an e-mail message. When this form is submitted, the
values of the input fields are passed to sendmail.jsp. The sendmail.jsp page uses
the JavaMail libraries and SMTP server (configured during installation) to send
an e-mail message to the specified To address using the customer default e-mail
account. The To address must be a recipient mailbox configured in Contact
Center Multimedia Administrator.

The values in the Text Field 1, Text Field 2, Choice 1, Choice 2, and Text Area
fields in the form are sent in the body of the e-mail message.
Note: No CI Web service methods are used to send the HTML form as an e-mail
message.
You can configure the Contact Center Multimedia rules to route these e-mail
messages to a specific skillset based on keywords in the e-mail subject.
Sending a password reminder

The passwordReminder.jsp page is the HTML form that customers use to enter
their e-mail address and retrieve their password to log on to the company Web
site. When this form is submitted, the e-mail address entered by the customer is
passed to the passwordReminder_WSClient.jsp page. The
sendPasswordReminder Web method resets the customer password and sends
the customer the password reminder autoresponse configured in the Contact
Center Multimedia Administrator.

The EM_Default_Skillset must have an outgoing e-mail address mapped in the

Multimedia Administrator for password reminder requests from the sample CI
Web site.
You can configure a different skillset for password reminder requests by

configuring the PASSWORD_REMINDER_SKILLSET property in the
web.xml file in the webapps\CI_Sample_Website\WEB_INF folder. The text of
the password reminder is configured in the Contact Center Multimedia
Administrator in auto-responses. For more information, see “Adding an auto-
response to the rule” on page 1136.
If the e-mail address entered in the form does not correspond to the e-mail
address of an existing customer in the Multimedia database, the customer
receives a message indicating that they cannot log on.
Displaying session timeout

A customer session on the sample CI Web site times out after 10 minutes of
inactivity. If a customer attempts to use the sample pages after the session
expires, the loginCustomer_timeout.jsp page appears so the customer can log on
again.

You can change the session timeout value in the web.xml file for the sample CI
Web site.
Using Web-on-hold
Web-on-hold is a Web page that is presented automatically to customers Web
browsers while customers are waiting for an agent to begin their text chat. You
can define the length of time that each URL appears on the customer Web
browser.
For example, the customer sees the following screen.

You can also configure a group of Web pages about a new product they are
selling. When designing the Web site, the Web developer can programmatically
choose which Web-on-hold group to display to the user depending on the
business logic (such as region of the customer or the time of year).
When the agent joins the conversation, the Web-on-hold page is replaced and the
session status is in progress.
Using text chat

An agent and a customer use text chat to communicate with each other through a
bidirectional exchange of chat messages. The text chat frame shows the
complete record of the conversation. Although only four or five lines of text are
visible in the frame, you can scroll the frame up or down to view the entire text.
This area also shows the URL of any pages that are viewed or pushed by the
agent or the customer.

Customers perform the following steps:

1. A customer types the text of the comments to the agent in the Web site
interface. The customer can review the comments using the scroll bars to
review the complete text.
2. To send the comments, click the send message icon.
3. To end the text chat session, click the exit icon.
Pushing pages to an agent

To push a page to an agent, a customer can:
type an URL into the text box
if the desired page is already displayed in the browser window, click the
push displayed page icon.

Configure properties for the sample CI Web

site
The web.xml file for the customer interface sample Web site is located in
webapps\CI_Sample_Website\WEB_INF folder of the Tomcat Servlet container.
You can configure the following items:

CCMM_HOSTNAME—The sample CI Web site uses the customer
interface Web services located on your Contact Center Multimedia server.
EMAILSERVER_HOSTNAME—The host name of the e-mail server
that is used to send e-mail using Java mail and Standard Mail Transfer
Protocol (SMTP). The sendmail.jsp page uses SMTP to send e-mail
messages to a Multimedia recipient address. The e-mail server must be
capable of relaying e-mail messages to an e-mail server configured in
PASSWORD_REMINDER_SKILLSET—The password reminder e-
mail contacts are created as closed contacts within this defined skillset. By
default, the password reminder skillset is set to EM_Default_Skillset. The
value of PASSWORD_REMINDER_SKILLSET is used by the
passwordReminder_WSClient.jsp page.
WEBCOMMS_HOSTNAME—The host name of the Web server hosting
the Web communications application.
WEBCOMMS_PORT—The port number used by the Web
communications application. The default value is 8080.
WEBCOMMS_PATH—The URL path used to access the Web
communications application. The default path is /WebComms/jsp/
index.jsp.
HTML_FORM_TO_ADDRESS—The default To e-mail address on the
page submitHTMLForm.jsp. The HTML_FORM_TO_ADDRESS must be
a valid Multimedia recipient address.
HTML_FORM_SUBJECT—The default subject on the page
submitHTMLForm.jsp. The default subject is HTML Form Submitted from
the Web.

HTML_FORM_RESULT_HEADER—The value used as the first line in

the body of e-mail messages sent from the sendmail.jsp page. The default
body text is Results of HTML Form Submitted from the Web.
TEXT_CHAT_SUBJECT—The default subject displayed on the
requestTextChat.jsp page. The default subject is Text Chat Submitted from
the Web.
NO_OF_CONTACTS_TO_DISPLAY—The number of contacts to
display on the Read Customer Contact History page.
<session-timeout>10</session-timeout>—The number of minutes before
a customer chat session expires on the Customer Interface Web site. If the
customer session expires, the customer must log in again. The default value
is 10 minutes.

Test the customer interface Web site
Use the information in this section to verify that the customer interface Web site
is installed properly.
Requirements for testing

You must have at least one Web communications skillset configured and an
agent who can handle contacts with the Web communications skillset.
Testing the installation on the external Web server

Use this procedure to test that the components are installed on your external Web
server.
Launch your Web browser at the Tomcat homepage. Typically, the URL for the
Tomcat homepage is http://<webservername>:8080.
If successful, open the sample CI homepage which is http://

<webservername>:8080/CI_Sample_Website/.
Creating a customer
Create your test customer using predefined e-mail and phone by completing the
following steps.

1 Click Register New Customer.
2 Complete the Title, First Name, Last Name, Username, Password, E-mail
Address, Confirm Password, and Number for your test customer. You can
add other details about the customer if required.
3 To log on this customer immediately after you create, select the Login
Customer check box.
4 If you do not select the Login Customer check box, and you want to log on
the customer now, click Log in Customer.

5 In the Username box, type the test customer user name.

6 In the Password box, type the test customer password.
7 Click Log on.
Testing request text chat

Perform the following steps to test the request text chat functionality.
1 Log on the test customer.
2 Log an agent who can handle a Web communications skillset on to the

Contact Center Agent Desktop. Make the agent available to receive
contacts.

3 Click Request Text Chat to create a text chat contact.
4 In the Skillset box, select the skillset that your agent from step 2 is eligible
to handle.
5 In the Subject box, type the subject of the text chat.
6 Click Submit.
Result: On the Contact Center Agent Desktop, your logged on agent
receives the Web communications contact.
7 Close the test contact.
8 Log off the test customer.
Testing request callback functionality

Perform the following steps to test the request callback functionality.

2 Log an agent who can handle an Outbound skillset on to the Contact

Center Agent Desktop. Make the agent available to receive contacts.
3 Click Request Immediate Callback to create an outbound contact.
4 In the Skillset box, select the skillset that your agent from step 2 is eligible
to handle.
5 In the Subject box, type the subject of the outbound contact.

6 In the Objective box, type a summary of the reason for the callback.
7 Click Submit.
receives the outbound contact.
Testing e-mail from Web pages

Perform the following steps to test the e-mail functionality. Before you begin
testing e-mail functionality, you must ensure that you have configured an e-mail
message box that assigns e-mail messages to the skillset to which you log your
agent on.
2 Log an agent who can handle an e-mail message skillset on to the Contact
Center Agent Desktop. Make the agent available to receive contacts.

3 Click Submit HTML Form to create an e-mail contact.
4 In the Mail To box, type the e-mail address that is forwarded to the agent
who is logged on.
5 In the Subject box, type the subject of the e-mail message.
6 Click Submit.
receives the outbound contact.

Prevent blocked invitations
The Web Communications Manager relies on the HTTP protocol to transport

messages between the agent and customer using Web service read and write
calls. Because all traffic goes through port 80, no new ports need to be opened
though the firewall. This means that customers based in corporations with
limited internet access can still chat with an agent.
Initially, a customer is placed in Web-on-hold to wait for an agent to join the

call. The customer browser is redirected to a frame-based Web page that
displays video and interactive content while the customer is waiting for the
agent. The customer Web browser is redirected to the chat conversation when
the agent joins the session.
Among the exchanged messages, a request can be made to have a Web page
pushed to the other party. The message is requesting the customer or agent to
load a URL. The agent and customer are loading separate copies of the same url
thus safeguarding privacy by not sharing cookies or personalized pages. In
addition, existing controls in place by customer or agent internet access is
respected. For example, sites barred by a contact center IT department cannot be
pushed to an agent by a customer.
The capability of many browsers to prevent popups do not affect the text chat
conversations between customers and agents. All pages pushed from the agent to
the customer load within the central frame above the text chat conversation and
no separate pop-up windows appear.
As with any internet connection, it is important for customers and contact

centers to maintain current antivirus definitions and antispyware.


Par t 2
Upgrading and Migrating
Contact Center Multimedia/
Outbound Release 6.0

March 2008

Chapter 5
Upgrading from SWCP Release 4.0
In this chapter
Overview 292
Section F: Database upgrade 375
Section G: Contact Center Manager Server configuration 399

Upgrading from SWCP Release 4.0 Standard 7.23
Overview
Contact Center Multimedia server release 6.0 requires different operating

system, and application deployment technologies. Upgrading from Symposium
Web Center Portal to Contact Center Multimedia is an optional step, and it can
be performed when a business need exists that requires the historical information
from Symposium Web Center Portal to become available via Contact Center
Multimedia reporting.
If you want to upgrade the database from the previous release, Symposium Web
Center Portal Release 4.0, you must install your Contact Center Multimedia
software on a new server. You cannot upgrade your Contact Center Multimedia
software directly from a previous installation.
The Contact Center Multimedia Technical Requirements and Operating System

Configuration guide outlines the requirements for the Contact Center
Multimedia server. If your current Symposium Web Center Portal Release 4.0
server currently meets the requirements for the Contact Center Multimedia
server and you do not want to keep data from Symposium Web Center Portal
Release 4.0, you can upgrade your current server to run Contact Center
Multimedia. You must erase all data, including the Operating System from the
server, and format the server according to the information provided in Contact
Center Multimedia Technical Requirements and Operating System
Configuration guide. No Symposium Web Center Portal Release 4.0 information
can remain on the server.
ATTENTION
The procedures in this section describe installing an upgrade
of Contact Center Multimedia/Outbound 6.0. If you are
reinstalling the server software on a new server, see Chapter 7,
“Migrating Contact Center 6.0 to a new server.”
ATTENTION
After the data is migrated to the Multimedia database, you
cannot return to the previous release.

March 2008 Upgrading from SWCP Release 4.0
Web communications upgrades

There are some extra considerations if you are upgrading from SWCP 4.0 to
Contact Center Multimedia:
If you are upgrading from SWCP 4.0 Web communications to Contact
Center Multimedia 6.0 Web communications, there should be no
outstanding contacts. All Web communications contacts that are in an open
or new state must be closed prior to performing the upgrade. The
outstanding Web communication session cannot be completed after the
upgrade.
Contact Center Multimedia 6.0 Web communications uses an improved
architecture. The Web services infrastructure uses application builder to
easily integrate it capabilities into your Web site. You must make some
modifications to your existing SWCP application to function in the Contact
Center Multimedia environment. You can still reuse the presentation layer
of your application, however the logic of the application must be
redeveloped to use the web service architecture. For information about
using the Web services, see “Using the Web communications customer
interface” on page 255 and the Web service documentation.
What you need

upgrade Contact Center Multimedia/Outbound 6.0.
Description Done

complete. You can get the latest copy of the this guide on Helmsman


Description Done


Guide

The name of the server and the location of the Symposium Web Center ❑
Portal database are identified, if required.


Installation time
The following installation times can help you determine the time required for
Preinstallation (including operating system installation/configuration):
1 hour
Installing the Server Software: 30 minutes
Postinstallation: 15 minutes
These times can vary depending on the server, network infrastructure and your

CPU: Intel Xeon 3 GHz

RAM: 1.0 GB
Hard drive: 80 GB 7200 RPM SATA with no Raid configuration.
DVD drive: Internal IDE 8X DVD-ROM


In this section
Step 1. Reduce the Symposium Web Center Portal database 298
Step 3. Read the prerequisite documentation and check for updates 300

Step 1. Reduce the Symposium Web Center

Portal database
You must reduce the number of transactions in the Symposium Web Center
Portal Release 4.0 database before you start the migration process to ensure that
only relevant data is migrated.
Perform the following tasks:

1 Stop the Symposium Web Center Portal E-mail Manager service to prevent
new transactions.
2 Close transactions with states that are not valid in the Contact Center
Multimedia Release 6.0 database:
All transactions with a status of Pending.
All transactions with a status of New Reply.
3 Limit the number of transactions remaining in the Symposium Web Center
Portal database. The maximum number of open transactions is 100.
4 Purge or archive as much data as possible.
5 Upgrade to SU 07 for Symposium Web enter Portal Release 4.0.
ATTENTION
Your Symposium Web Center Portal server must be at SU07
before migrating your data.
ATTENTION
Performing a migration to Contact Center Multimedia 6.0 with
pending or new reply transactions is not supported. Close
pending and new reply transactions to prevent invalid records
in the multimedia database. The invalid records can be
resolved only by rebuilding the database.
Before you start the migration, ensure your new server meets the space
requirements for Contact Center Multimedia. See the Contact Center
Multimedia Technical Requirements and Operating System Configuration Guide
for information about the server requirements.

Before you perform an upgrade of the Contact Center Multimedia software, you
must ensure your hardware and software meet the specifications described in the
Contact Center Multimedia Technical Requirements and Operating System
Configuration Guide.

ATTENTION
page 1291.
ATTENTION

Step 3. Read the prerequisite documentation

and check for updates
Before you install the Contact Center Multimedia/Outbound software, check the
Nortel Web site (www.nortel.com) or the Partner Information Center Web site
(www.nortel.com/pic) for the following:
supplements (SUS)


tool

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.


CAUTION

.
administrator.


5 Click Next.
9 Click Next.
10 Click Install.
Result: The installation program installs the software. When it is finished,
11 Click Next.
12 Click Finish when the updates are installed.


1 Log on to Windows as the local administrator.
confirm.
ATTENTION


restrict the use of pcAnywhere to appropriate users (for example Nortel support
If, during the pcAnywhere configuration, a message indicates that you do not
have the rights to modify a setting or create a new caller, use the following the
procedure to change the Windows user access rights for pcAnywhere files.

2 In Windows Explorer, navigate to folder where pcAnywhere is installed.


Permissions box, select Allow beside Full Control.
7 Click OK to save your changes and close the Properties window.

Note: If you are using a modem connection with pcAnywhere, you must
configure your modem before you perform this procedure.
confirm.


Result: The Connection Wizard - Connection Method window appears.

5 Click Next.
Result: The Connection Wizard - Authentication Type window appears.
of authentication.

7 Click Next.
Result: The Connection Wizard - Name and Password window appears.

11 Click Next.
Result: The Connection Wizard - Summary window appears.
12 Review the summary.

13 Click Finish.
Result: The Hosts window reappears with the new account selected.
accounts.


Result: The Host Properties: <account name> window appears.



19 In the Caller list box, right-click the caller account you just created
(NGENDIST), and then click Properties.
Result: The Caller Properties window appears.

21 Click Superuser.
22 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.

Remote.
to complete login are checked and set to 3.


are selected.
29 If you want to assign a password to control who can modify the Network
ATTENTION
settings.
30 Click OK to save all pcAnywhere Host settings.

choice.


access tool
Microsoft Remote Desktop Connection for Administration (formerly known as

To enable Microsoft Remote Desktop Connection for Administration
To enable Microsoft Remote Desktop Connection for Administration, you must

1 On the server, click Start > Control Panel > System.
Result: The System Properties Window opens.

3 On the Remote tab, select Turn on Remote Assistance and allow

invitations to be sent from this computer.
4 Click OK.
What is next?


In this section


software
Follow the procedures in this section to install the Multimedia/Outbound server.
The Contact Center Multimedia/Outbound installation contains all components,

but you can see only the components for which you are licensed. All unlicensed
components are blocked.
Before the installation begins, the installation checks to ensure that the following
Contact Center Multimedia requires JRE 1.5.0 with no subversions.
The software is installed automatically if it is not already installed.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

Installing the Multimedia/Outbound server


3 Click Install.

If either the Java Runtime Environment (JRE) Release 1.5.0 or

Result: The Welcome window appears.

4 Click Next.
Result: The Setup Type window appears.
6 Select CCMM Server, and then click Next. When you select the CCMM
Server, you install the following components:


Tip: For information about installing the Agent Desktop telephony toolbar
on your Communication Control Toolkit server, for telephony-only
Maintenance Guide.
server.”
Result: The CCMM Server Type window appears.

Tip: The Redundancy server is a warm standby server used for quick
recovery if the primary server fails. For more information about installing the
Redundancy server, see Chapter 8, “Installing the Standby server.”
Result: The Multimedia Server Configuration window appears.

Tip: The following four server names must be entered. Use the information
documented in the Installer’s Road map. Do not use the IP addresses for
the servers.
contacts to agents.
Contact Center License server—The name of the server where the
Contact Center Telephony Server—The name of the server that
provides telephony control for agents on the Multimedia Server
(Communication Control Toolkit server).
If you are licensed to use the e-mail feature, you can also enter the server


for inbound mail.
can be the same.
If you are licensed for the Web Communications feature, you can also enter
the server name for the following:
9 Click Next.
Result: The Destination Location window appears.
Nortel recommends that you:
Install the Multimedia database on a separate drive from the one on


Tip: If the Installation program detects that you have not met the disk or
disk space requirements, you are asked to change the drives.

11 Review the information on the Installation Summary section of this window,

and then click Install.
database are installed. The InstallShield Wizard Completed window
appears.
12 Click Finish.


service updates
Before installing the service update (SU) or service update supplement (SUS),
service update is installed.
www.nortel.com (for end customers)
Follow the procedure in the service update readme file for information about
ATTENTION
If a large number of contacts are queued and Contact Center
Manager Server is restarted, Contact Center Manager server
queues 5000 contacts per hour. A period of time can elapse
before your contacts are displayed in Real-Time displays or
assigned to agents.
What is next?
server. For more information, see Step 7. “Provide local users with Log on as a
Service right” on page 330.


In this section
Step 7. Provide local users with Log on as a Service right 330
Step 9. Configure Internet Information Services (IIS) 348

Step 7. Provide local users with Log on as a

Service right
You must configure two user types to access Contact Center Multimedia/
Outbound software. These user types are:
CCMMOPSUSR —The E-mail Manager service runs under the
CCMMOPSUSR so that the password never expires.
IUSR_<Servername>—The IUSR account is an IIS account used for all
communication between the Multimedia server and the Agent Desktop over
HTTPS (except for Communication Control Toolkit events over a
configurable port). Agents read and attach files through HTTP rather than
an open share, therefore, the attachment directories are defined as Web
folders in IIS.
You must configure CCMMOPSUSR only if you are licensed for e-mail in your
contact center.
Adding the users

Local Security Policy.


pane.
4 Double-click Log on as a Service.

Result: The Log on as a service Properties window appears.
Result: The Select Users, Computers, or Groups window appears.
6 Click Locations.

7 In the Locations window, select the Contact Center Multimedia server name
from the list.
8 Click OK.
computer.
11 Click OK.
Result: The Logon as a service Properties window appears.
13 Click Locations.
computer.
16 Click OK.
18 Click OK.
Setting the password for the CCMMOPSUSR

To set the password to never expires for the CCMMOPSUSR, perform the
following steps.
Management.

3 Click Users.

6 Click OK.


proceed directly to Step 10. “Verify the Multimedia database installation” on
page 357.

configured in Step 7. “Provide local users with Log on as a Service right” on
page 330.

ATTENTION
that you:
Outbound.
group SYSTEM.
IUSR_<Servername>.
Help.



Result: The Permissions for inboundattachment window appears.
11 Click Add.
12 Click Locations.
from the list.
14 Click OK.

computer.
17 Click OK.
Result: The Permissions for inboundattachment window appears and the
user is added to the list of users.
20 Click Apply.


23 Click OK.

26 Click Apply.


30 Click Add.
31 Click Location.
the list.
computer.
36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
44 In the Locations window, select the Redundancy server name from the list.
47 Click OK.
49 Click Apply.
52 Click OK.



Result: The Permissions for outboundattachment window appears.
11 Click Add.
12 Click Locations.

from the list.
14 Click OK.
computer.
17 Click OK.
Result: The Permissions for outboundattachment window appears and the

20 Click Apply.


23 Click OK.

26 Click Apply.
30 Click Add.
31 Click Location.
the list.
computer.

36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
45 Click OK.
47 Click OK.
49 Click Apply.
52 Click OK.


Services (IIS)



Properties.



server
ATTENTION



Properties.



server
ATTENTION

changes.

Configure IIS on your Contact Center Multimedia server to configure the MIME
types required by Contact Center Agent Desktop.
1 On your Contact Center Multimedia server Start menu, right-click My
Computer, and then click Manage.
4 Expand Web Sites


Result: The Properties window appears.

7 Click MIME Types.
8 Click New.

11 Click OK.
12 Click New.
13 In the Extension box, type .eml
15 Click New.
16 In the Extension box, type .dat
18 Click OK.
Tip: If you are prompted to select any subfolders which inherit the changes,
select those in the Agent Desktop hierarchy.
20 Close the Computer Management window.

To set Web content permissions


already open.


installation
Follow the procedure to verify the installation of the Multimedia database.

Result: A Web page appears, indicating successful verification of the Web
services.
If the Web page does not appear, contact your Nortel technical support
prime.

Changing your Event Viewer settings

Windows Application Log that hold events produced by the Contact Center
on page 1249.

service to forward traps, you must perform these tasks, if you have not already
done so:
System (NMS).
Configure the NMS.
Configuring Security settings

Center Multimedia Server, see “Use the Windows Server 2003 Security
What is next?

Section D: Client configuration
In this section


client
are client applications installed on the Contact Center Multimedia/Outbound
server.

Requirements
Before you work with the clients, follow the steps in this section to make sure
you have the required information and materials for using the clients.

Windows 2000 Professional, or Windows XP Professional client, you need
an account with local administrative privileges.
2 Check that you have the following hardware (see the Contact Center
Planning and Engineering Guide for more complete details):
Description Done
Client hardware
256 MB RAM ❑
4 GB disk space ❑
keyboard ❑
TCP/IP ❑
arrives)

Description Done
Client software

the clients before you can run an application such as the Contact Center Agent
Desktop application or the Outbound Campaign Management Tool.
You cannot install two different language versions of the .NET Framework on
the same client. If you want to view .NET Framework applications in a different
language, you must download the appropriate language version of the .NET
Framework language pack.

Framework version 1.1 software, and .NET service pack 1:
Windows 2000 (service pack 4) or Windows XP (service pack 2)

installed.
1 On the clients, click Start > Settings > Control Panel.

5 Verify that the version is 1.1.4322. If this version is not correct, you must
6 Click Close.

2 On the client, open the DVD folder CCMM/
pack 1.


applications



a manual install, recommended for to test the client applications on one or
two clients


If a client is outside the Multimedia server domain, then make the

drive.
Manual installation
SMS
information, see the SMS documentation on the Microsoft Web site at
http://www.microsoft.com.
Experienced system administrators can deploy the CCMM_Security_Policy.msi

file.
Group policy
knowledge base.

following check:

What is next?
Begin configuring the other components required for routing Multimedia
contacts. For more information, see Step 15. “Configure phonesets on the switch


Section E: External component

configuration
In this section


for each agent
You must ensure that the phonesets are configured on the switch. If all of the
phonesets are configured on the switch from your installation of Symposium
Web Center Portal 4.0, you can proceed to Step 16. “Create a Windows user for
each agent” on page 372. For more information about configuring phonesets on
the switch, see the Contact Center, Communication Server 1000/Meridian 1 and
Voice Processing Guide.

checklist

AST can only be configured on a maximum of two keys.



A Windows user account defines the actions a user can perform. Each user needs
to be created on the domain used by the contact center for agent resources. If all
of the users are configured from your installation of Symposium Web Center
Portal 4.0, you can proceed to Step 17. “Configure the e-mail server” on page
373.
You must be logged on as the domain administrator or a member of the

administrators group to create user accounts.
Configuring the user accounts

2 Open Active Directory Users and Computers. Click Start > All Programs >
Administrative Tools > Active Directory Users and Computers.
Tip: A Microsoft Exchange e-mail mailbox for users is not required by
Contact Center Multimedia, however, you can create a mailbox for the
agent depending on your user requirements.
Security


This step must only be completed if you are licensed for e-mail contacts in your
Multimedia contact center.
If you are using the same e-mail server and the same e-mail mailboxes as you
were using for Symposium Web Center Portal 4.0, no further configuration is
required on the e-mail server.
page 1281.
What is next?
Perform the steps required to migrate your Symposium Web Center Portal data
to Contact Center Multimedia. For instructions, see Step 18. “Stop the
Multimedia services” on page 376.


Section F: Database upgrade
In this section
Step 18. Stop the Multimedia services 376
Step 19. Back up the Contact Center database 377
Step 20. Install and configure the Sybase ODBC driver 381
Step 21. Migrate the SWCP 4.0 database to the CCMM server 392
Step 22. Copy the inbound and outbound attachment folders 395
Step 23. Restart the Multimedia services 396

Step 18. Stop the Multimedia services
Before you run the conversion from the Symposium Web Center Portal 4.0, you
must stop the services
Stopping the services

> Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.
2 Under CCMM OAM Service, click Stop.

3 Under CCMM Outbound Scheduler Service, click Stop.
4 Under CCMM Manager Client Service, click Stop.
5 Under CCMM Email Manager Service, click Stop.
6 Close the CMM Service Control window.

Step 19. Back up the Contact Center database
You must back up of the Contact Center Multimedia database to preserve the
Contact Center Multimedia 6.0 database if the migration of the Symposium Web
Center Portal database migration fails.
Creating an immediate backup of the current Multimedia database

Start the backup utility to configure an immediate backup. Define a location for
the backup file on a tape or a mapped network drive. For more information about
backing up files, see Chapter 16, “Maintaining the database.” It takes about 5
minutes to back up 1 GB of data from the Multimedia database.
To back up the database

User ID: SysAdmin
Password: _ _ccmm!
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.

5 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.
6 Click Backup.
Result: The Backup CCMM Database window appears.
7 Beside Backup to, select your backup location, Network or Tape.

8 In the Database box, review the file name for your backup file. To change
the file name, click Browse, and then select the file name.
IF THEN
you are in the Database box, browse to X:\folder name on the

backing up to network share\. For example, if the network drive is X,
a network and the mapped folder is backup, and a subfolder is
location CCMM_backup, then you browse to X:\CCMM_backup\.
You must map the back up folder. See “Creating the
backup destination” on page 1210.
you are In the Database box, select the path to the tape drive. A
backing up to valid path to the tape drive is \\.\tapen, where n is the
a tape drive number of the tape drive. (The first tape installed on a
system is, by default, tape0.)
9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, you must back up the
attachments to the same location.
Tip: You can only back up your e-mail attachments to a mapped network
drive. Be sure that your network drive contains enough space.
If you do not want to back up your e-mail attachment folders, select the
check box Do not Backup E-mail Attachments, and then skip to step 11.
10 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
11 Click Backup Now.
Result: A reminder box appears to remind you of what you are currently
backing up.
12 Click OK to begin the backup.
Result: When the backup is complete, a dialog box appears displaying the
contents of the backup.txt log file.
13 Review the entire backup.txt log file.
If the backup of the Multimedia database is successful, you see Backup
complete. If the backup of e-mail attachments is successful, you see a
number of files copied.

If the Backup failed message appears in the backup.txt file, the Multimedia
database is not backed up. If this occurs, ensure the backup locations are
correct, and the network share or tape is available, has sufficient
permissions, and is not full.
If the 0 files copied message appears in the backup.txt file, the e-mail
attachments are not backed up. If this occurs, ensure the folders to be
backed up are correct, the backup locations are correct, and the network
share or tape is available, has sufficient permissions, and is not full.
14 Click Close.
15 When you make a correction, back up the database and attachment folders
again.

Step 20. Install and configure the Sybase

ODBC driver
The Sybase ODBC driver must be installed on the Contact Center Multimedia/
Outbound server so that the Migration utility can access the Symposium Web
Center Portal 4.0 Sybase Database and migrate it to the Caché database.
An ODBC DSN must also be created to access the Symposium Web Center
Portal 4.0 database using the Sybase ODBC driver.
Before you install the Sybase ODBC driver, you must disable the JAVA Just-In-
Time Compiler.
Disabling the JAVA Just-In-Time compiler

If you are installing Sybase on a Pentium IV or XEON computer, you must
disable the Just-In-Time (JIT) Compiler.
1 On the Windows desktop or the Windows Start menu, right-click My
Computer, and then click Properties.
Result: The System Properties window appears.

2 Click the Advanced tab.
3 Click Environment Variables.

Result: The Environment Variables window appears.

4 Under System variables, click New.

Result: The New System Variable window appears.
o
5 In the Variable Name box, type JAVA_COMPILER.
6 In the Variable Value box, type NONE.
7 Click OK.
8 Log off of Windows, and then log back on.
Installing the Sybase ODBC driver

1 Insert the DVD into the DVD drive.
2 In My Computer, right-click the DVD and click Explore.
3 Open the folder Sybase_PC_Client.

4 Double-click setup.exe.
Result: A splash screen appears as the driver is prepared for installation,
then the Installation Type window appears.
5 Click Customized Install, and then click Next.

Result: The Choose Directory window appears.
6 Type the installation directory for the ODBC Driver. The directory is
X:\sybase, where X is the drive on which you installed your Contact Center
Multimedia software.

7 Click Next.
Result: The Component Selection window appears.
8 Click Clear Selections to remove all components.

9 Click the scroll bar and scroll down to select Sybase ASE ODBC Driver.

10 Click Next.
Result: The Summary window appears
11 Click Next.
12 If a Create Directory dialog box appears, click Yes.
Result: You are asked to reboot your computer.
13 Click Yes to reboot your computer.
14 Log onto the server as administrator.
Result: After the reboot, the Sybase ODBC driver installation restarts, and
then configures your system. The installation is complete.
15 Click OK.

Creating a ODBC DSN

1 On the Start menu, click All Programs > Administrative Tools > Data
Sources ODBC.
2 Click the System DSN tab.
Result: The ODBC Data Source Administrator window appears.
3 Click Add.
Result: The Create New Data Source window appears.

4 Select Sybase ASE ODBC Driver from the list, and then click Finish.
Result: The ODBC Sybase ASE Driver Setup window appears.
5 In the Data Source Name box, type NNCCMultimediaMigration.

Result: The Description for NNCCMultimediaMigration appears in the
Description box.
6 In the Network Library Name list, select Winsock.
7 Leave the Network Address box blank. The CCMM Migration Utility
populates this box with the correct information for your server.
8 In the Database Name box, type SWCP_DB.
10 Click OK to close the dialog box.
Tip: To test the ODBC connection to Symposium Web Center Portal 4.0,
use the user ID SWCP_ADMIN and password $nortel$admin.

11 The ODBC driver is created.
12 Click OK.
Restoring Environment variables

After installing the Sybase ODBC driver, the Contact Center Multimedia
Manager Client service and Contact Center Multimedia Outbound Scheduler
service do not start because the path variable is modified by installing the Sybase
ODBC driver.
1 On the Windows Start menu, right-click My Computer, and then click
Properties.

3 Click Environment Variables.

Result: The Environment Variables window appears.

4 Under System variables, select the Path variable.

5 Click Edit.
6 Check if the following values are present as part of the variable:
%JAVA_HOME%\bin\server;%JAVA_HOME%\bin\client;
%JAVA_HOME%\lib
If the values are not present, add them to the end.
Tip: When appending to the Path variable, you must use a semicolon (;)
between each value.
7 Click OK to return to the variable list.
8 Delete the JAVA_COMPILER variable you created to disable the JIT
compiler:
a. Select the JAVA_COMPILER variable.
b. Click Delete.
9 Click OK to close the Environment Variable window.
10 Click OK to close the System Properties window.
11 Log off of Windows, and then log back on.

Step 21. Migrate the SWCP 4.0 database to the

CCMM server
After the Multimedia/Outbound server software is installed, you must migrate

the data from the Symposium Web Center Portal 4.0 Database to the Contact
Center Multimedia 6.0 database.
Ensure that you have upgraded the SWCP 4.0 software to SU07. The migration
utility cannot upgrade the database unless you are working with this release.

Migrating the database

1 Log on to the Contact Center Multimedia/Outbound server with local
administrative privileges.
> Multimedia Server > CCMM Database Migration.
Result: The Contact Center Multimedia Migration Tool window appears.
3 Type the name for the Symposium Web Center Portal (SWCP) server.
Note: The SWCP server and the Multimedia server must be on the same
server subnet.
4 Click Start Migration.
Result: A progress bar in the Migration Utility window indicates the
progress of the Database Migration. Information about the number of
records migrated and the estimated completion time is also provided. The
estimated completion time is an estimate that is refined as the migration of
data proceeds.

5 When the migration is complete, click Exit.
Stopping the migration

Once the database migration is started, you can stop it. When you stop the
migration, the migration process stops after the current customer record is
migrated.
If the migration is stopped, when it is started again, the migration continues from
the customer record where it was stopped.
To stop the database migration

In the Migration Utility window, click Stop Migration.

Step 22. Copy the inbound and outbound

attachment folders
Complete this step only if you are installing Contact Center Multimedia/
Outbound on a new server and you are using data from Symposium Web Center
Portal Release 4.0.
You must manually copy the inbound and outbound e-mail attachment folders to
the new server.
Copying the inbound attachment files

From the shared folder on your Symposium Web Center Portal server where you
stored inbound attachments, copy the contents of the folder to the location you
configured in “Setting up the inbound attachment shared location” on page 336.
The attachment folder is inboundattachment.
Copying the outbound attachment files

From the shared folder on your Symposium Web Center Portal server where you
stored outbound attachments, copy the contents of the folder to the location you
configured in “Copying the outbound attachment files” on page 395. The
attachment folder is outboundattachment.

Step 23. Restart the Multimedia services
Restart the Multimedia services on the Multimedia server.
Restarting the services

2 Under CCMM OAM Service, click Start.

3 Under CCMM Outbound Scheduler Service, click Start.
4 Under CCMM Manager Client Service, click Start.
5 Under CCMM Email Manager Service, click Start.
6 Close the CMM Service Control window.

What is next?
Configure the required elements in the Contact Center Manager Server. For
more information, see Step 24. “Enable Open Queue” on page 400.


Section G: Contact Center Manager

Server configuration
In this Section


Note: If a large number of contacts are queued and Contact Center Manager
Server is restarted, Contact Center Manager server queues 5000 contacts per
hour. A period of time can elapse before your contacts are displayed in Real-
The license manager must contain the correct license information to provide
Open Queue feature. For a description of the licensing, see Appendix B,
“Feature licensing.”

To enable Open Queue

1 On the Start menu of the Contact Center Manager Server, choose All
Configuration Utility window appears.




You must ensure that the Communication Control Toolkit server is configured in
the Contact Center Manager.
1 In the Server Setup Configuration Utility window, click the CCT Server tab.
3 Ensure the CCT server host name is correct.
Communication Control Toolkits ports, see the Communication Control
Toolkit Technical Requirements and Operating System Configuration Guide
and the Communication Control Toolkit Installation and Maintenance
Guide.

5 Click OK.
Result: The Manager Server window appears.
6 Click Yes.
7 Click OK.

Queue-enabled and configured for use with the Communication Control
Toolkit server.
What is next?
Configure additional agent phonesets supervisors, agents, and route points if
required for your Contact Center. You can also update the multimedia skillsets.
Continue with Step 26. “Refresh the Contact Center Manager Server,” on page
406 to configure additional resources on Contact Center Manager
Administration.
If you do not wish to configure additional phonesets, supervisors, agents, or

route points, continue to Step 50. “Start the client applications,” on page 516 to
start the client applications.

Section H: CCMA server configuration
In this section
Step 26. Refresh the Contact Center Manager Server 406
Step 27. Create the agent phonesets 409
Step 29. Remove redundant skillsets and agent assignments 415

Step 26. Refresh the Contact Center Manager

Server
When you enable Open Queue, you must refresh the Contact Center Manager
Server before you can see the Multimedia Contact types.
Logging on to the Contact Center Manager Administration

3 Press Enter.

4 Enter your webadmin user ID and password in the boxes.

5 Click Login.
Refreshing a server
ATTENTION
delete, and refresh servers in Contact Center Manager Server.


server.
5 Click Yes.
Administration need to be refreshed. If there has been a feature change to
the Contact Center Manager Server, the change is not reflected in each
6 Click Yes.

Step 27. Create the agent phonesets
Note: After you save a phoneset, you cannot modify it. You must delete your
saved phoneset, then add a new phoneset to change the phoneset configuration.
Adding a phoneset
Note: Before you perform this procedure, you must configure the phoneset on
the switch. For more information, see Step 15. “Configure phonesets on the
switch for each agent” on page 370.
Repeat these procedures for each phoneset you want to add.

1 Log on to Contact Center Manager Administration. For information, see


Server to which you want to add the phoneset. The server expands to
reveal its resources.
reports.
server.


Note: Clear the Acquired check mark to deacquire the phoneset.
Note: Click Refresh Status to view the current status of the acquisition or
de-acquisition.


When the skillsets are created, you must assign agents to the skillsets.


the resources.


skillset.
Note: If you are creating an e-mail skillset, the prefix EM_ must appear
the system already.
this skillset.
Note: All skillsets used by Contact Center Multimedia must have the Call
Age Preference set to Oldest to ensure that the contact that is in the system
for the longest time is presented to an agent first.

skillset.

Step 29. Remove redundant skillsets and

agent assignments
After migrating your data from Symposium Web Center Portal 4.0 to Contact
Center Multimedia 6.0, you can remove redundant skillsets and agent-to-skillset
assignments from your system.
You can:
unassign agents from the MM_Skillset
delete the MM_Skillset used by Symposium Web Center Portal 4.0.
Unassigning agents from a skillset

1 Log into Contact Center Manager Administration.
2 On the launchpad, click Contact Center Management.
Result: The Contact Center Management window appears in the
Supervisor view.
3 Click View/Edit > Skillsets.
4 In the system tree, click the + beside the server on which you wish to
unassign agents from a skillset.
Result: A list of skillsets appears.

5 From the Skillsets list, click the skillset from which you want to unassign
agents.
Result: The Skillsets window appears in the right pane listing all agents
currently assigned to the selected skillset.
6 From the Set all Skillsets to priority list, select Unassigned.

7 Click Apply.
Note: To unassign an individual agent from the skillset, from the Priority
list for that agent, select Unassigned.
8 Click Submit.

Deleting a skillset
1 Log into Contact Center Manager Administration.
2 On the launchpad, click Configuration.
3 In the system tree, click the + beside the server on which you wish to delete
the skillset.
Result: The Skillset window appears in the right pane.

5 In the Skillsets window, click in the column to the left of the skillset that you
want to delete.
Tip: To quickly locate a skillset, click a column header to sort the list
according that column. For example, to sort by name, click the Skillset
Name column.
6 Press Delete on your keyboard.
Result: A confirmation dialogue appears.
7 Click Yes to confirm.

Result: The skillset is deleted.

center.
Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only
agents. You must now assign relevant multimedia contact types and skillsets to
the supervisors and agents.
Adding a supervisor
1 Log on to Contact Center Manager Administration, if you have not already.
For information, see “Logging on to the Contact Center Manager
Administration” on page 406.
Note: Before you can add a new supervisor, you must select a server from
the server tree.
first name
last name
phoneset login ID
department).

Adding an agent
1 Log on to the Contact Center Manager Administration, if you have not
already. For information, see “Logging on to the Contact Center Manager
Administration” on page 406.

first name
last name
login ID

primary supervisor
call presentation
threshold
server.
Note: If you do not see a skillset to which you need access, because it is
not included in your partition. Contact your administrator and request that
the skillset be added to the partition assigned to you.
13 Click the check boxes beside the partitions to which you want to add the
new agent.

Route points are used to assign a destination for the Multimedia contacts that are
Adding a CDN (Route Point) on an Open Queue enabled server

1 Log on to the Contact Center Manager Administration. For information, see
calls.
Note: You must enable the networking option if you want to use the Open
8 Click in any other row of the table. The system adds the Open Queue CDN
(route point), and Not Acquired appears in the Status column.
Acquiring an Open Queue CDN (Route Point)


Note: Clear the Acquired check box to deacquire the Open Queue CDN
(route point).
deacquisition.


scripts

Scripting Guide.

handling scheduled contacts that have a callback date and timeset using the

multimedia contacts to the relevant primary script for the contact's type.
Any necessary voice handling sections need to be added in the master
script.


displays.
the agent. If the preferred agent is not logged in, the script queues the



automatically installs the sample scripts in the following folder on the Contact

two ways:

1 From the Contact Center Manager Administration Launchpad, click
Scripting.
2 Right-click the Script Manager folder.
3 Click New.
4 In the Script Editor, click File > Import.

7 Click Open.
the script.


for reporting

of the new server.

administrator.
ATTENTION
in Contact Center Manager Administration.

1 Log on to the Contact Center Manager Administration. For information, see

Outbound server.
When you enter the Contact Center Multimedia server name, the system
5 In the Login ID box, type the ID for the reporting user for the server. The
Login ID for the Multimedia server is always mmReport.
6 In the Password box, type the password for the reporting user for the
Note: You can change the Reporting user password in the Multimedia
Administrator.
8 Click Submit.

You must associate the Contact Center Multimedia/Outbound server that is
required for reporting with the configured Manager server.


4 Under Associated Reporting Server, click the Select box next to the
Note: Only associate one of each type of server with a Contact Center
Manager Server. If you associate more than one of the same type of server
5 Click Submit.
What is next?
see Step 34. “Import the agent phonesets to the TAPI database” on page 432.

Section I: CCT server configuration
In this section


TAPI database

database.

Note: To complete these steps, ensure that a cable is connected from the server
to the switch.
Communications > HyperTerminal to connect to the CS 1000/Meridian1
Note: If HyperTerminal is not in the Communications menu, go to Start >
Control Panel > Add or Remove Programs. Add HyperTerminal by
selecting Add/Remove Windows Components, navigate to Accessories
and Utilities, and click Details. Select Communications, and click
Details. Select HyperTerminal, and click OK. HyperTerminal is installed

from the Windows installation CD; therefore, the Windows installation CD

must in the drive.


then click OK.

Note: If the prompt is not present, continue to press Enter until the prompt
appears.
Start.
Note: Downloading information from the CS 1000/Meridian 1 overlay can
take a long time.

Note: Download only the CDNs that you require for TAPI operation. If you
download other CDNs, you must delete them after the download is complete.

Result: The configuration application dialog box appears.

4 Browse to the download.txt you created. For more information, see the “To

5 Click Open.
6 Click Start.
ATTENTION


database
3 Click TN Table.
Result: The Line Devices window appears.
following steps:
a. Click Add Line.

adding.
c. Click OK.

h. Click OK.
j. Click Add DN.

6 Click OK.


Framework option
Configuring the Communication Control Toolkit Console



Result: The Add/Remove snap-in dialog box appears.
4 Click Add.
Result: The Add Standalone snap-in dialog box appears, containing a list


6 Select the computer that the NCCT Admin snap-in is to manage.

7 Click Finish.

9 Click Close to close the Add Standalone Snap-in dialog box.

10 Click OK.

select CCT Server.
Result: CCT Server appears in the right pane of console.


5 In the Communication Control Toolkit Deployment Type section, select

the first or second option (depending on the configuration of the Contact
Center servers).
Note: If you configure the CMF for stand-alone deployment, then you must
restart all core Communication Control Toolkit services. If you configure the
CMF for co-resident deployment then you must start all Contact Center
Manager Server and all core Communication Control Toolkit services.
following:
a. Log on to the Communication Control Toolkit server as Administrator.
b. On the NCCT Console, expand NCCT Maintenance.

c. Click Services on the left pane.

d. On the right pane of the Console window, double-click Services.
Result: The Communication Control Toolkit Services Properties dialog
box appears.
e. Click to stop the services.

f. Click to restart the services.
g. The following services are restarted:
following:
appears.

c. Click OK.
Log.
appears.
e. Click OK.
Note: The Communication Control Toolkit server name automatically
Center Manager Server.


CCT
This section describes importing contact center users configured in Contact

Center Manager Administration to the Communication Control Toolkit server.
Importing multiple resources is more reliable than adding the individual
resources one at a time. You must ensure that all of the agents you configured are
imported to the Communication Control Toolkit server.

441).

are stopped:
NCCT Server


NCCT 6.0 Console.

Tools.


8 Click OK.
imported.
9 Click OK.


into CCT
them individually.
M1 TSP Data tool.

are stopped:
NCCT Server

NCCT 6.0 Console.


console.



8 Click Browse.
Note: No selection is possible; you must import all available terminals and
9 Click Apply.
10 Click OK.
Result: The M1 Database is imported.



Toolkit server.

are stopped:
NCCT Server


Restart.
NCCT 6.0 Console.
for Windows users.
import users.

d. Click Find Now.

Result: The Windows users appear in the Search Results list.
import users.
box.
d. Click Find Now.
11 Click Add.
12 Click Apply.
13 Click OK.


CCT
Workstations tool.
Note: If the Communication Control Toolkit server is on a stand-alone server in

a workgroup, then there are no other workstations to import.
Importing local workstations

are stopped:
NCCT Server

NCCT 6.0 Console.

Tools.
console.


Note: If the Communication Control Toolkit server is in a workgroup on a
stand-alone server, then there are no available workstations to import.

8 Click Add.
list.
9 Click OK.


(optional)

perform this step.



2 Double-click the terminal to configure.

Result: The New Terminal Properties dialog box appears.



box.
6 Click OK.



contacts.
Administration.

extension where the Windows user is working



2 Double-click the user to configure.




6 Click OK.
user.



Result: The New User Properties dialog box appears.


6 Click OK.
Mapping a User to a Contact Center user and Contact Center user

group




6 Click OK.
What is next?
configuring the outbound, e-mail, or Web communications information required,
based on your license. Go to Step 42. “Understand the new contact types” on
page 478.


Section J: Contact type configuration
In this section
Step 42. Understand the new contact types 478
Step 45. Review migrated mailboxes and rules 503

Step 42. Understand the new contact types

You can use the Contact Center Manager Administrator to create skillsets and
route points. For more information about creating skillsets and route points, see
the Contact Center Manager Administrator’s Guide.

campaign.

functionality:

contacts
the contact
agent
messages
mailbox.




An auto-response is an e-mail message sent to a customer with no agent
A recipient mailbox is a container on the e-mail server that hold e-mail
addressed to either of these aliases are forwarded to the

other party.


Administrator
Username: SysAdmin
Password: _ _ccmm!


3 Click OK.
Result: The Contact Center Multimedia/Outbound Administrator window
appears. If you are opening the Contact Center Multimedia Administrator
for the first time, the Getting Started screen appears on top of the
Multimedia Administrator window.
Note: The Getting Started window shows that licenses are available for
e-mail, outbound, and Web communications in this contact center.


1 If the Getting Started window does not appear immediately after you log on
Note: Once you begin these steps, you cannot stop or go back to a
previous step. You can, however, modify settings later.
Note: The line below the title of the Getting Started window shows your
current license.The procedures in this chapter assume that you have user

2 Click Begin.
licensed.


2 Click Edit.

skillset.
4 Click Save.
You must configure at least one skillset for each contact type you are
licensed to use (e-mail [EM], voice [VI], Web communications [WC],
outbound [OB]).
window.
window again.
What is next?
If you have only Outbound contacts licensed, your required configuration in the
Note: You can configure other settings, such as the Outbound Scheduler. For
more information about the Outbound Scheduler, see the Multimedia


center
Note: If you configured the e-mail servers during installation, then skip this step.
Note: You must ensure that the primary and secondary servers are configured
with identical mailbox names, passwords, and SMTP authentication settings (if
applicable).

To configure the inbound mail server

Result: The E-mail Server Properties window appears.

messages.
Server Type: For inbound e-mail servers, select POP3.
3 Click Save.

To configure the outbound mail server

(SMTP).

messages.
3 Under Security, select the SMTP Authentication, if required, for your
outbound E-mail Server.
Note: SMTP Authentication must be enabled on the e-mail server. On the

4 Click Save.
Web Communications, the External Web Server Properties window
appears. If you are not licensed for Web Communications, the New

For more information about installing the external Web server, see Chapter 3,
“Installing and configuring the external Web server.”


Server Name: Type the name of the external Web server.
Server Port: Type the port number for the external Web server.

3 Click Save.
4 Click Close.
What is next?
If you have only Web communications contacts licensed, your required
Note: You can configure optional settings for Web communications contacts,
such as the Web-on-hold Hurls and autophrases. For more information about the


server.

Multimedia, you must configure all enabled and alias mailboxes. In this
example, you must configured the enabled recipient mailbox,

Note: If the Contact Center Multimedia/Outbound server is not in the same


box.
selected.
selected.
e-mail.
Note: You can have mailboxes on multiple e-mail servers. You can have
Configuration window and procedure described in “Configuring the e-mail
servers” on page 488.

12 Click Save.
Result: The System Default Rule window appears.
Note: The New Recipient box is still open for your reference.


regular rule into the list of rules for the recipient mailbox. The Default rule
CAUTION

.
substitute.

Note: If you did not configure the route points for all of the skillsets, you must

point.


application.
d. Click Save.
information about auto-responses, see the online Help.

4 Click Save.

The system delivery failure rule is used for one of two purposes:
undeliverable, are not routed to agents.
undeliverable.

keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report

CAUTION

.
contacts.
substitute.
e-mail messages.

Note: You cannot use an auto-response for a delivery failure rule.

point.
d. Click Save.
groups, see the online Help.
the list for the contact. For more information about priorities, see the online
Help.

5 Click Save.
windows close. The Rules window appears.

Note: The legend at the bottom of the window explains the symbols next to
the rule names.
2 Click Close.
Result: A confirmation message appears:
3 Click OK.

started window at any time: On the Utilities menu of the Multimedia

Step 45. Review migrated mailboxes and rules
All mailboxes that are migrated from Symposium Web Center Portal 4.0 are
created in Contact Center Multimedia 6.0 with a default rule assigned to each
one. This default rule routes incoming e-mail contacts to the default e-mail
skillset.
You can:
Modify the rules created for the migrated mailboxes to route contacts to
other skillsets
Disable the migrated mailboxes. You can disable a mailbox in the
Symposium Web Center Portal 4.0 Administrator, and then enable the
corresponding mailbox in Contact Center Multimedia Administrator.
Note: Ensure that you disable the mailboxes in Symposium Web Center Portal
4.0 before starting the E-mail Manager service outlined in the following step. If
mailboxes are configured in both Symposium Web Center Portal and Contact
Center Multimedia, both servers retrieve e-mail from the same mailboxes.
What is next?
Multimedia/Outbound by working through the rest of this chapter. If you want to
add recipients, create rules, configure outbound e-mail settings, create barred e-
mail addresses, create closed reasons, or set outbound timers, you can perform
these tasks after you are finished the base configuration of Contact Center
e-mail and outbound contact types, see the Multimedia Administrator online
Help.
Restart the e-mail Manager service. For more information, see Step 46. “Update
the E-mail Manager service,” on page 504.

CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
start the CCMM E-mail Manager service if you are licensed for e-mail or Web
communications contact types.


Services.
CCMM Manager Client
CCMM OAM service
If a service is not started, in the Windows Services Control Panel, right-click
the service name, and then click Start.


Services.
5 Click Apply.
6 Click OK.


Step 47. Reassign the contacts
Supervisors must reassign transactions left in the database from Symposium

Web Center Portal database that are in the pending state to agents in Contact
Center 6.0.
What is next?
Finish configuring the Administrators, and then begin running the client
applications. For more information, continue with Step 48. “Configure the
administrators” on page 510.


Section K: Agent configuration
In this section





5 Click Edit.

Result: The Password Reset window appears. The default user login ID is
8 In the Confirm Password box, type the password again to confirm it.



Center Multimedia.


5 Click Save.

Center Multimedia.


5 Click Save.

Guide.


applications:
Administration.
Note: If you have a proxy server, you must ensure that your clients have access
to the Agent Desktop URL on the Contact Center Multimedia server.

licensed (for example, voice, outbound, e-mail, and Web communications). If


installed.
Note: If you create a shortcut, you can start the application by clicking the
2 Click Logged Out.

Note: A password is required only if you are logging on to the Agent
Desktop interface to handle multimedia contacts. If you are a multimedia
agent, you must change your password after you log on. For information
about changing your password, see the Contact Center Agent Desktop
User’s Guide.

applications:


Administration.
Ensure you have the user basic access rights to the Outbound component.
To assign user basic access rights to the Outbound component

1 Log on to the Contact Center Manager Administrator. For instructions, see
7 Click Submit.


1 On the Contact Center Manager Administration launchpad, click
Outbound.

server.

Chapter 6
Upgrading licenses in your current

installation
In this chapter
Overview 522
Section D: CCMA server configuration 549
Section E: CCT server configuration 565
Section F: Contact type configuration 603
Section G: Installing the external Web server 633
Section H: Agent configuration 645

Upgrading licenses in your current installation Standard 7.23
Overview
If you currently have Contact Center Multimedia server release 6.0 installed, and
want to add another type of contact to your Contact Center, you must follow the
installation steps in this chapter.
If you are moving the Contact Center Multimedia to a new server, your new
server must follow the requirements for the Contact Center Multimedia server in
the Contact Center Multimedia Technical Requirements and Operating System
Configuration guide, and see Chapter 7, “Migrating Contact Center 6.0 to a new
server.”
If you are adding outbound contacts to your Contact Center Multimedia

software, after you upgrade your license, you must configure one extra setting in
the Multimedia Administrator to handle outbound contacts.
If you are adding e-mail to your Contact Center Multimedia software, after you
upgrade your license, you must configure extra settings in the Multimedia
Administrator to handle e-mail contacts.
If you are adding Web communications to your Contact Center Multimedia

software, after you upgrade your license, you must configure extra settings in the
Multimedia Administrator to handle the Web communications contacts. You
must also install the sample Web CI interface on a development server to create
your own corporate Web site. After your corporate Web site is completed and
tested, you can copy your corporate Web site to the production server.
ATTENTION
installed.

March 2008 Upgrading licenses in your current installation
What you need

Description Done



Guide

The name of the server and the location of the Symposium Web Center ❑
Portal database are identified, if required.




In this section
Step 2. Upgrade the License file 527


Before you upgrade the licenses for the Contact Center Multimedia/Outbound
software, check the Nortel Web site (www.nortel.com) or the Partner
Information Center Web site (www.nortel.com/pic) for the following:
supplements (SUS)

Step 2. Upgrade the License file
Nortel recommends that you install the License Manager on the server where
Contact Center Manager Server application is installed.
You can use the License Manager Configuration window to change the license
file. Complete this procedure when you receive a new license file to activate the
license file.
1 On the Contact Center Manager server, or the server where the License
Manager file is installed, from the Start menu, choose All Programs >
Nortel Contact Center > License Manager > Configuration.
Result: The License Manager Configuration dialog box appears.
2 Click Browse.
3 Navigate the file system and locate the new license file.
4 Click Open.
5 The path for the license file populates in the text box.

6 Click OK.
Result: A dialog box prompts you to restart the License Manager Server.
7 Click Yes to restart the License Manager Server service.

8 Click OK to close the dialog box.
What is next?
Continue with installing updates to the Contact Center Multimedia/Outbound
server software. For more information, see Step 3. “Install any Multimedia/
Outbound service updates” on page 530.

In this section
Step 3. Install any Multimedia/Outbound service updates 530

Step 3. Install any Multimedia/Outbound

service updates
Before installing any service update (SU) or service update supplement (SUS),
What is next?
server. For more information, see Step 4. “Configure the shared inbound and
outbound attachment folders” on page 532.

In this section


If you are adding e-mail contact type, configure the shared inbound and
outbound attachment folders. If you do not have a license for the E-mail
Manager, proceed directly to Step 5. “Configure access to client applications” on
page 545.

attachments. These shared locations must be shared for the CCMMOPSUSR and
IUSR_<Servername>.

ATTENTION
that you:
Outbound.
group SYSTEM.
IUSR_<Servername>.
Help.



11 Click Add.
12 Click Locations.
from the list.
14 Click OK.

computer.
17 Click OK.
20 Click Apply.


23 Click OK.

26 Click Apply.


computer.
31 Click OK.
35 Click OK.

38 Click Locations.
42 Click OK.
44 Click Apply.
47 Click OK.



11 Click Add.
12 Click Locations.

from the list.
14 Click OK.
computer.
17 Click OK.

20 Click Apply.


23 Click OK.

26 Click Apply.
computer.
31 Click OK.
35 Click OK.

38 Click Locations.
39 In the Locations window, select the server name from the list.
40 Click OK.
42 Click OK.

44 Click Apply.
47 Click OK.

Step 5. Configure access to client applications
applications are based on Microsoft .NET technology. This .NET deployment
provides the benefit of deploying a thick client using thin-client technology and
the ability to automatically update the applications based on updates and patches
on the server.
Campaign Management Tool with minimal risk.You can install the
Installing the latest CCMM_Security_Policy.msi file


a manual install, recommended for to test the client applications on one or
two clients
Note: If a client is outside the Multimedia server domain, then make the
drive.
Manual installation


SMS
information, see the documentation on the Microsoft Web site at
Note: Experienced system administrators can deploy the

Group policy
knowledge base.

following check:


If you are adding e-mail contact type, configure the e-mail server. If you are not
adding the e-mail contact type to your Contact Center Multimedia application,
continue with Step 7. “Create additional agent phonesets,” on page 550.
page 1281.
What is next?
Configure additional agent phonesets supervisors, agents, and route points if
required for your Contact Center. You can also update the multimedia skillsets.
Continue with Step 7. “Create additional agent phonesets,” on page 550 to
configure additional resources on Contact Center Manager Administration.
If you do not wish to configure additional phonesets, supervisors, agents, or

route points, continue to Step 23. “Check the prerequisites for the Web server,”
on page 634 to start the client applications.

Section D: CCMA server configuration
In this section
Step 7. Create additional agent phonesets 550
Step 8. Create additional multimedia skillsets 553
Step 9. Create additional supervisors and agents 556
Step 10. Create additional route points 559
Step 11. Configure additional sample multimedia scripts 561

Step 7. Create additional agent phonesets
You must add and acquire phonesets that an agent or supervisor uses to log on to
the system. When Contact Center Manager Server acquires a phoneset, the
Note: After you save a phoneset, you cannot modify it. You must delete your
saved phoneset, then add a new phoneset to change the phoneset configuration.
Adding a phoneset
switch.


Server to which you want to add the phoneset. The server expands to
reveal its resources.


reports.
server.
Note: Clear the Acquired check mark to deacquire the phoneset.

de-acquisition.

Step 8. Create additional multimedia skillsets



the resources.


skillset.
Note: If you are creating an e-mail skillset, the prefix EM_ must appear
the system already.
this skillset.
Tip: All skillsets used by Contact Center Multimedia must have the Call Age

skillset.

Step 9. Create additional supervisors and

agents
center.
Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only
agents. You must now assign relevant multimedia contact types and skillsets to
the supervisors and agents.
Adding a supervisor
first name
last name
phoneset login ID
department).

Adding an agent

first name
last name
login ID
primary supervisor
call presentation
threshold

server.
skillset be added to the partition assigned to you.
13 Click the check boxes beside the partitions to which you want to add the
new agent.

Step 10. Create additional route points
Adding a CDN (Route Point) on an Open Queue enabled server

calls.
8 Click in any other row of the table. The system adds the Open Queue CDN
(route point), and Not Acquired appears in the Status column.
Acquiring an Open Queue CDN (Route Point)


Clear the Acquired check box to deacquire the Open Queue CDN (route
point).
deacquisition.

Step 11. Configure additional sample

multimedia scripts

Scripting Guide.


script.


displays.



automatically installs the sample scripts in the following folder on the Contact

two ways:

Scripting.
3 Click New.

7 Click Open.
the script.
What is next?
see Step 12. “Import additional agent phonesets to the TAPI database” on page
566.

Section E: CCT server configuration
In this section
Step 12. Import additional agent phonesets to the TAPI database 566
Step 13. Import additional contact center users into CCT 575
Step 14. Import additional terminals and addresses into CCT 579
Step 15. Import additional Windows users into CCT 584
Step 16. Import additional agent workstations into CCT 587
Step 18. Map additional users to the CCT resources 594

Step 12. Import additional agent phonesets to

the TAPI database

database.

Note: To complete these steps, ensure that a cable is connected from the server
to the switch.
Note: If HyperTerminal is not in the Communications menu, go to Start >
Control Panel > Add or Remove Programs. Add HyperTerminal by
selecting Add/Remove Windows Components, navigate to Accessories
and Utilities, and click Details. Select Communications, and click
Details. Select HyperTerminal, and click OK. HyperTerminal is installed

from the Windows installation CD; therefore, the Windows installation CD

must in the drive.


then click OK.

Note: If the prompt is not present, continue to press Enter until the prompt
appears.
Start.
Note: Downloading information from the CS 1000/Meridian 1 overlay can
take a long time.

Note: Download only the CDNs that you require for TAPI operation. If you
download other CDNs, you must delete them after the download is complete.

Result: The configuration application dialog box appears.

4 Browse to the download.txt you created. For more information, see “To

5 Click Open.
6 Click Start.
ATTENTION


database
3 Click TN Table.
following steps:
a. Click Add Line.

adding.
c. Click OK.

h. Click OK.
j. Click Add DN.

6 Click OK.

Step 13. Import additional contact center

users into CCT


enable the Open Queue feature on Contact Center Manager Server
configure the Communication Control Toolkit server using the NCCT 6.0
Console
enable the Contact Management Framework

are stopped:
NCCT Server


NCCT 6.0 Console.

Tools.


8 Click OK.
imported.
9 Click OK.

Step 14. Import additional terminals and

addresses into CCT
them individually.
M1 TSP Data tool.

are stopped:
NCCT Server

NCCT 6.0 Console.


console.



8 Click Browse.
9 Click Apply.
10 Click OK.

Step 15. Import additional Windows users into

CCT

continue on to Step 16. “Import additional agent workstations into CCT” on
page 587.

Toolkit server.

are stopped:
NCCT Server


Restart.
NCCT 6.0 Console.
for Windows users.
import users.

d. Click Find Now.
import users.
box.
d. Click Find Now.
11 Click Add.
12 Click Apply.
13 Click OK.

Step 16. Import additional agent workstations

into CCT
Workstations tool.

Importing local workstations

are stopped:
NCCT Server

NCCT 6.0 Console.

Tools.
console.



8 Click Add.
list.
9 Click OK.


(optional)

perform this step.







box.
6 Click OK.

Step 18. Map additional users to the CCT

resources

Note: You are not required to map terminals to agents if the agents handle only
e-mail contacts.
Administration.




2 Double-click the user to configure.




6 Click OK.
user.





6 Click OK.
Mapping a User to a Contact Center user and Contact Center user

group




6 Click OK.
What is next?
configuring the outbound, e-mail, or Web communications information required,
based on your license. Go to Step 19. “Understand the new contact types” on
page 604.


Section F: Contact type configuration
In this section
Step 19. Understand the new contact types 604

Step 19. Understand the new contact types

You can use the Contact Center Manager Administrator to create skillsets and
route points. For more information about creating skillsets and route points, see
the Contact Center Manager Administrator’s Guide.

campaign.

functionality:
contacts


the contact
agent
messages
mailbox.






other party.


Administrator
Username: SysAdmin
Password: _ _ccmm!


3 Click OK.
The Contact Center Multimedia/Outbound Administrator window appears.
I


immediately begin to configure the contact types. This section shows you how to
configure all of the contact types. You can follow all of the steps to ensure that
your Contact Center is fully configured.
1 On the Utilities menu of the Multimedia Administrator, click Getting
Started.

2 Click Begin.
licensed.


2 Click Edit.

skillset.
4 Click Save.
licensed to use (e-mail [EM], voice [VI], Web communications [WC],
outbound [OB]).
window.
window again.
What is next?
If you have only Outbound contacts licensed, your required configuration in the


center
applicable).



messages.
Server Type: For inbound e-mail servers, select POP3.
3 Click Save.


(SMTP).

messages.
3 Under Security, select the SMTP Authentication, if required, for your
outbound E-mail Server.

4 Click Save.

“Installing and configuring the external Web server.”



3 Click Save.
4 Click Close.
What is next?


server.




box.
selected.
selected.
e-mail.
Configuration window and procedure described in “Configuring the e-mail
servers” on page 614.

12 Click Save.


regular rule into the list of rules for the recipient mailbox. The Default rule
CAUTION

.
substitute.


point.


application.
d. Click Save.
information about auto-responses, see the online Help.

4 Click Save.

The system delivery failure rule is used for one of two purposes:
undeliverable.

keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report

CAUTION

.
contacts.
substitute.
e-mail messages.


point.
d. Click Save.
groups, see the online Help.
the list for the contact. For more information about priorities, see the online
Help.

5 Click Save.
windows close. The Rules window appears.

the rule names.
2 Click Close.
3 Click OK.


CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
start the CCMM E-mail Manager service.


Services.
CCMM Manager Client
CCMM OAM service
If a service is not started, In the Windows Services Control Panel, right-
click the service name, and then click Start.


Services.
5 Click Apply.
6 Click OK.

What is next?
If your new license includes Web communications, it is time to install the
external Web server software. Move to your external Web development server to
install the external Web software and sample Web customer interface (CI). For
more information, continue with Step 24. “Install the external Web server
software” on page 635.
If your new license does not include Web communications, finish configuring
the Administrators, and then begin running the client applications. For more
information, continue with “Configure hotdesking (optional)” on page 646.


Section G: Installing the external Web

server
In this section
Step 23. Check the prerequisites for the Web server 634
Step 24. Install the external Web server software 635
Step 25. Configure your Web server 640

Step 23. Check the prerequisites for the Web

server
This section describes how to install the sample customer interface on a

development Web server for the Contact Center 6.0 Multimedia application.
ATTENTION
installed.
Prerequisites
Ensure you complete the following prerequisites before you install the external
Web server software.
Description Done
The Web server meets the minimum requirements for installing ❑

Apache Tomcat 5.5.
The Web server is running Windows Server 2000, Windows 2000 ❑

Professional, Windows XP, or Windows Server 2003.
The Apache Tomcat 5.5 Servlet engine is installed on the Web server. ❑
For more information and instructions for installing Apache Tomcat
5.5, see www.apache.org.

Step 24. Install the external Web server

software
Use the following steps to install the external Web server software on your
development Web server.
1 Log on to the server using the Local Administrator user ID and password.
2 Insert the Nortel Contact Center Release 6.0 DVD into the DVD-ROM drive.
Result: The Contact Center Welcome screen appears.

3 Click Next.
Result: The Contact Center License Agreement window appears.
4 Read and understand the terms of the license agreement. If you accept the
terms of the license agreement, select I accept the terms in the license
Result: The Contact Center Installation Configuration window appears.

5 In the CCMM Server Name box, type the host name of the server where
the Contact Center Multimedia server software is installed.
Note: You must specify the name of the Contact Center Multimedia server.
6 In the SMTP Server Name box, type the host name of the Standard Mail
Transfer Protocol (SMTP) server.
Note: If you do not want to configure the SMTP server name at this time,
you can configure the SMTP server name manually after the installation is
complete.
c. Edit the string EMAILSERVER_HOSTNAME so that it contains the
name of the e-mail server.
7 In the Configured CCMM Mailbox box, type the name of the mailbox
configured in the Contact Center Multimedia Administrator application that
you want to use for sending HTML forms.
Note: If you do not want to configure the HTML forms at this time, you can
configure the HTML forms manually after the installation is complete.
c. Edit the string HTML_FORM_TO_ADDRESS so that it contains the
name of the mailbox.

8 Click Next.
Result: The InstallShield dialog box appears for the update.
9 View the installation location for your software, and then click Next.
Note: You must accept the default installation location.
Result: The Contact Center Installation Summary window appears.

10 Review the details of the installation, and then click Install.

The Apache Tomcat services stop and restart automatically. The

InstallShield Wizard Completed dialog box appears.
11 Click Finish.

Step 25. Configure your Web server
After you install the external Web server, you can use it to develop your custom
Web site. Use the following steps to configure your production Web server.
1 Develop your own corporate Web interface using Appendix , “Using the
Web communications customer interface,” as a reference.
2 Test your corporate Web interface. Ensure that you mapped your
development Web server in the Multimedia Administrator application to test
your Web site. For more information, see “Configuring the external Web
3 After you develop and test your corporate Web interface, transfer your Web
interface to the corporate or production server.
4 Map the production server in the Multimedia Administrator by doing the
following:
b. In the User ID box, type your user identification (for example,
SysAdmin).
c. In the Password box, type your password. Use a user ID and password
d. Click Login.

e. In the Contact Center Multimedia Administrator window, expand

f. Expand General Administration.
g. Double-click Server Settings.

h. In the Server Settings window, double-click External Web Server

(HTTP).
i. Enter the following information:

Server Name: Type the name of the external Web server that
Server Port: Type the port number for the external Web server that
j. Click Save.
k. Click Close.

What is next?
Finish configuring the Administrators, and then begin running the client
applications. For more information, continue with Step 24. “Install the external
Web server software” on page 635.


Section H: Agent configuration
In this section



Center Multimedia.


5 Click Save.

Center Multimedia.


5 Click Save.

Guide.


applications:
Administration.

licensed (for example, voice, outbound, e-mail, and Web communications). If


installed.
2 Click Logged Out.

User’s Guide.

applications:


Administration.
Ensure you have the user basic access rights to the Outbound component.

1 Log on to the Contact Center Manager Administrator.
7 Click Submit.


1 On the Contact Center Manager Administration launchpad, click
Outbound.

server.

Chapter 7
Migrating Contact Center 6.0 to a new

server
In this chapter
Overview 656
Section A: Source server requirements 659
Section B: Preinstallation 669
Section C: Installation 687
Section D: Postinstallation 699
Section E: Client configuration 733
Section F: External component configuration 743
Section G: Contact Center Manager server configuration 749

Migrating Contact Center 6.0 to a new server Standard 7.23
Overview
This chapter describes the procedures required to move your contact center data
from one Contact Center Multimedia Release 6.0 server to a new server.
Before you install the Contact Center Multimedia software on the new server,
you must ensure your new hardware meets the specification of the Contact
What you need

Description Done


Contact Center Manager server is installed and operational for voice ❑
contacts. For more information, see the Contact Center Manager
Contact Center Manager Administration server is installed and ❑

Guide

March 2008 Migrating Contact Center 6.0 to a new server
Description Done
Communications Control Toolkit server is installed and configured, ❑

and TAPI is configured. For more information, see the
Communications Control Toolkit Installation and Maintenance Guide.
The Installer’s Road map preinstallation checklist is completed and ❑

available for reference. You can get the latest copy of the Installer
Road map from the Partner Information Center (www.nortel.com/pic).

Timing
Backing up the Multimedia database takes approximately 5 minutes for each
1 MB of data. Restoring the database takes approximately 5 minutes for each
1 MB of data.
Preinstallation, installation, and post installation steps require approximately 20

minutes.
Configuring the clients requires approximately 5 minutes per client.
Configuring the contact types requires approximately 30 minutes, depending on

the complexity of your contact center, and the types of contacts.
Configuring the users for the Multimedia server requires approximately 30

minutes.


Section A: Source server requirements
In this section
Step 1. Back up your Contact Center Multimedia database 660

Step 1. Back up your Contact Center

Multimedia database
Nortel recommends that you reduce the size of data in the Contact Center
Multimedia database on the original server before you start the migration
process to ensure that only relevant data is migrated. Perform the following tasks
on the original database:
In the last period of operation of the Contact Center Multimedia release 6.0
system, complete and close as many contacts as possible.
Archive all data that you do not want to migrate to the new database. For
more information about archiving the current database, see Chapter 17,
“Archiving and restoring data.”
Create a backup of the current Multimedia database and the attachments
folders.
Shutting down the services

Nortel recommends that you shut down all services except the License Manager,
Database and Starter services while a backup is performed to eliminate
exceptions.
Shut down the services manually by following these steps:

2 Under each of the following services, click Stop.

CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
ATTENTION
Do not stop the License Manager, the CCMM Starter
service, or the Caché Controller service.
3 Click Exit to close the CCMM Service Control window.
Creating the backup destination

Back up the database to a file on a mapped drive on a network that is accessible
by both the active Multimedia server and your new Standby server.
On the network computer where you store the backup, you must do one of the
following:

ensure that your user account is in the same domain as the Contact Center
Multimedia server, or
create a new user that is in the same domain as the Contact Center
Multimedia server and log on as this new user
To back up your database on a mapped drive

1 On the network computer where you store the backup, do the following:
a. Create a folder named Backup.
b. Right-click the new folder, and then click Properties.
c. Click the Sharing tab.
d. Select the Share this folder option.

e. Add a description (optional).
f. Leave the User Limit at Maximum allowed.
g. Click Permissions.
h. Click Add.
i. Give full permissions to the account that you are using to connect to the
Multimedia servers.

j. Click Apply.
k. Click OK.
2 Update the security properties for the user by performing the following
steps:
a. Click the Security tab.
b. Click Add.
c. Select the user account you are currently using. Give full permissions
to the account that you are using to access the Multimedia servers.
d. Click Apply.
e. Click OK.
f. Click OK to close the Properties window.
3 On the Contact Center Multimedia server, map the shared folder.
a. Start Windows Explorer.
b. On the Tools menu, click Map Network Drive.
c. In the Drive box, select an unused drive letter.

d. In the Folder box, type \\<Servername>\Backup, where
<Servername> is the name of the server where you created the folder.
Tip: If you created a user account specifically for mapping drives, you must
select the Connect using a different user name check box before adding
the mapped folder.

Creating an immediate backup of the current Multimedia database

the backup file on a tape or a mapped network drive. For more information about
backing up files, see Chapter 16, “Maintaining the database.” It takes about 5
minutes to back up 1 GB of data from the Multimedia database.
To back up the database

User ID: SysAdmin
Password: _ _ccmm!

6 Click Backup.

IF THEN
you are in the Database box, browse to X:\folder name on the

backing up to a network share\. For example, if the network drive is X,
network and the mapped folder is backup, and a subfolder is
location CCMM_backup, then you browse to X:\CCMM_backup\.
You must map the back up folder. See “Creating the
backup destination” on page 1210.
you are In the Database box, select the path to the tape drive. A
backing up to a valid path to the tape drive is \\.\tapen, where n is the
tape drive number of the tape drive. (The first tape installed on a
system is, by default, tape0.)


Note: You can only back up your e-mail attachments to a mapped network
drive. Be sure that your network drive contains enough space.
If you do not want to back up your e-mail attachment folders, select the
check box Do not Backup E-mail Attachments, and then skip to step 11.
Result: A reminder box appears to remind you of what you are currently
backing up.
Result: After the backup is complete, a dialog box appears displaying the
13 Click Close.
14 After you make a correction, back up the database and attachment folders
again.
15 Close the Administrator application.

What is next?
Install and configure the software on your new Contact Center Multimedia
server. See Step 2. “Review the preinstallation instructions” on page 670.


Section B: Preinstallation
In this section

Before you perform a new installation of the Contact Center Multimedia/

Outbound software, you must ensure your hardware and software meet the
specifications described in the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide.

ATTENTION
page 1291.
ATTENTION


Before you install the Contact Center Multimedia/Outbound software, you must
check the Nortel Web site (www.nortel.com) or the Partner Information Center
Web site (www.nortel.com/pic) for the following:
supplements (SUS)


tool

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.


CAUTION

.
administrator.


5 Click Next.
9 Click Next.
10 Click Install.
Result: The installation program installs the software. When it is finished,
11 Click Next.
12 Click Finish when the updates are installed.


1 Log on to Windows as the local Administrator.
Note: If the system asks you to register pcAnywhere, select Skip, and click
Yes to confirm.
ATTENTION
The following message indicates that your video driver is
incompatible with pcAnywhere: pcAnywhere detected
and fixed a display driver problem. Please
restart your computer to allow the change to
take effect. You must uninstall pcAnywhere, update your
video driver, and reinstall pcAnywhere.


restrict the use of pcAnywhere to appropriate users (for example Nortel support
If, during the pcAnywhere configuration, a message indicates that you do not
have the rights to modify a setting or create a new caller, use the following the
procedure to change the Windows user access rights for pcAnywhere files.

2 In Windows Explorer, navigate to folder where pcAnywhere is installed.



Note: If you are using a modem connection with pcAnywhere, you must
configure your modem before you perform this procedure.
Note: If the system asks you to register pcAnywhere, click Skip, and click
Yes to confirm.



5 Click Next.
of authentication.

7 Click Next.

11 Click Next.
12 Review the Summary.

13 Click Finish.
accounts.





click Properties.

21 Click Superuser.
according to the IDs.

Remote.
to complete login are checked and set to 3.


are selected.
ATTENTION
settings.
30 Click OK to save all pcAnywhere Host settings.

choice.


access tool
Microsoft Remote Desktop Connection for Administration (formerly known as

Server 2003. When you install Windows Server 2003, Microsoft Remote
Enabling Microsoft Remote Desktop Connection for Administration
Note: To enable Microsoft Remote Desktop Connection for Administration, you

must be logged on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties Window opens.

3 On the Remote tab, select Turn on Remote Assistance and allow

invitations to be sent from this computer.
4 Click OK.
What is next?

Section C: Installation
In this section


software
Follow the procedures in this section to install the Contact Center Multimedia/
Outbound server.
Note: The Contact Center Multimedia/Outbound installation contains all

components, but you can see only the components for which you are licensed.
All unlicensed components are blocked.
Before the installation begins, the installation checks to ensure that the following
The software is installed automatically if it is not already installed.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

Installing the Multimedia server


3 Click Install.
Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the

4 Click Next.

6 Select CCMM Server, and then click Next.

Note: When you select the CCMM Server, you install the following
components:
Note: For information about installing the Agent Desktop telephony toolbar
on your Communications Control Toolkit server, for telephony-only
Maintenance Guide.
server.”
Note: The Redundancy server is a warm standby server that is used for
quick recovery if the primary server fails. For more information about

installing the Redundancy server, see Chapter 8, “Installing the Standby

server.”
Result: The Multimedia Server Configuration window appears.

Note: The following four server names must be entered. Use the
information documented in the Installer’s Road Map. Do not use the IP
addresses for the servers.
contacts to agents.
Contact Center License server—The name of the server where the
Contact Center Telephony Server—The name of the server that
provides telephony control for agents on the Multimedia Server
(Communications Control Toolkit server).
Note: If you are licensed to use the E-mail feature, you can enter the server
for inbound mail.


can be the same.
Note: If you are licensed for the Web Communications feature, you can
also enter the server name for the following:
9 Click Next.
Result: The Destination Location window appears.
ATTENTION
Install the Contact Center Multimedia server software
and server database on the same drives as the original
server.
Note: Nortel recommends that you:


Install the Multimedia database on a separate drive from the one on

Note: If the installation program detects that you have not met the disk and
disk space requirements, you are asked to change the drives.

11 Review the information on the Installation Summary section of this window,

and then click Install.
database are installed. The InstallShield Wizard Completed window
appears.
12 Click Finish.


service updates
Before installing the service update (SU) or service update supplement (SUS),
What is next?
server. For more information, see Step 7. “Provide local users with Log on as a
Service right” on page 700.


Section D: Postinstallation
In this section
Step 7. Provide local users with Log on as a Service right 700
Step 9. Configure Internet Information Services (IIS) 718
Step 11. Restore the Contact Center Multimedia/Outbound data 728

Step 7. Provide local users with Log on as a

Service right
You must configure two user types to access Contact Center Multimedia/
Outbound software. These user types are:
CCMMOPSUSR —The E-mail Manager service runs under the
CCMMOPSUSR so that the password never expires.
IUSR_<Servername>—The IUSR account is an IIS account used for all
communication between the Multimedia server and the Agent Desktop over
HTTPS (except for Communication Control Toolkit events over a
configurable port). Agents read and attach files through HTTP rather than
an open share, therefore, the attachment directories are defined as Web
folders in IIS.
Note: You must configure CCMMOPSUSR only if you are licensed for e-mail
in your contact center.
Adding the users

Local Security Policy to open the Local Security Settings window.


pane.
4 Double-click Log on as a Service.

6 Click Locations.

from the list.
8 Click OK.
computer.
11 Click OK.
13 Click Locations.
computer.
16 Click OK.
18 Click OK.
Setting the password for the CCMMOPSUSR

To set the password to never expires for CCMMOPSUSR, perform the following
steps.
Management.

3 Click Users.

6 Click OK.


proceed directly to Step 10. “Verify the Multimedia database installation” on
page 727.

configured in Step 7. “Provide local users with Log on as a Service right” on
page 700.

ATTENTION
that you:
Outbound.
group SYSTEM.
IUSR_<Servername>.
Help.



11 Click Add.
12 Click Locations.
from the list.
14 Click OK.

computer.
17 Click OK.
20 Click Apply.


23 Click OK.

26 Click Apply.


30 Click Add.
31 Click Location.
32 In the Locations dialog box, select the name of the standby server from the
list.
computer.
36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
44 In the Locations window, select the Multimedia server name from the list.
47 Click OK.
49 Click Apply.
52 Click OK.



11 Click Add.
12 Click Locations.

from the list.
14 Click OK.
computer.
17 Click OK.

20 Click Apply.


23 Click OK.

26 Click Apply.
30 Click Add.
31 Click Location.
32 In the Locations dialog box, select the name of the server from the list.
computer.

36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
45 Click OK.
47 Click OK.
49 Click Apply.
52 Click OK.


Services (IIS)



Properties.



server
ATTENTION



Properties.



server
ATTENTION

changes.

Configure IIS on your Contact Center Multimedia server to configure the MIME
types required by Contact Center Agent Desktop.
1 On your Contact Center Multimedia server Start menu, right-click My
Computer, and then click Manage.
4 Expand Web Sites



7 Click MIME Types.
8 Click New.

11 Click OK.
12 Click New.
13 In the Extension box, type .eml
15 Click New.
16 In the Extension box, type .dat
18 Click OK.
Note: If you are prompted to select any subfolders which inherit the
changes, select those in the Agent Desktop hierarchy.
20 Close the Computer Management window.

To set Web content permissions


already open.


installation
Follow the procedure in this section to verify the installation of the Multimedia
database.

of the Web services.
Note: If the Web page does not appear, contact your Nortel technical
support prime.

Step 11. Restore the Contact Center

Multimedia/Outbound data
After the Multimedia server software is installed on your new server, you must
restore the data from your old server onto your new server using the backup
taken of the Contact Center Multimedia database.
Restoring the Contact Center Multimedia/Outbound database

Before you restore your database, you must shut down all of the Contact Center
Multimedia applications. It is important that no processes, except for the Caché
database, are running while you restore the database.
CAUTION
Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.
Outbound applications, the restore fails.
1 On your server, shut down all Contact Center Multimedia/Outbound

applications. You must not use the Outbound Campaign Management Tool
or the Contact Center Agent Desktop until the restore is complete. Shut
down the services manually by following these steps:
Center > Multimedia Server > CCMM Services Control.

b. Under each of the following services, click Stop.

Note: Do not stop the License Manager service.
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
2 Under the Caché Controller service, click Start.
User ID: SysAdmin
Password: _ _ccmm!
6 Close any configuration windows that appear.


9 Click Restore.
Result: The Restore CCMM Database window appears.
10 Beside Restore from, select the location you used to back up the database
and e-mail attachment folders.
11 In the Database box, choose a file name for your backup file. Click Browse
to select the file name.
12 If you want to restore the e-mail attachment folders, in the Attachments
box, type X:\folder name on the network share. Click Browse and open

the selected file name. If you are restoring the database from a mapped
network folder, the attachments must be restored from the same location.
If you do not want to restore the e-mail attachment folders, select the check
box Do not Restore E-mail Attachments.
13 Click Restore Now.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the path is not correct, click No,
select the correct file name, and then click OK.
14 Click Close.
15 Restart the server.

Changing your Event Viewer settings

Windows Application Log that hold events produced by the Contact Center
on page 1249.

service to forward traps, you must perform these tasks, if you have not already
done so:
System (NMS).
Configure the NMS.

Center Multimedia server, see “Use the Windows Server 2003 Security
What is next?

Section E: Client configuration
In this section


client
Note: You checked the requirements for the clients in your contact center during
the configuration of your old Contact Center Multimedia server. If you are not
adding or changing clients in your contact center, then proceed toStep
16. “Configure phonesets on the switch for each agent” on page 744.
are client applications installed on the Contact Center Multimedia server.

Requirements
Before you work with the client, follow the steps in this section to make sure you
have the required information and materials for using the clients.

Windows 2000 Professional, or Windows XP Professional client, you need
an account that has local administrative privileges.
2 Check that you have the following hardware (see the Contact Center
Planning and Engineering Guide for complete details):
Description Done
Client hardware
256 MB RAM ❑
4 GB disk space ❑
keyboard ❑
TCP/IP ❑
arrives)

Description Done
Client software

the clients before you can run an application such as the Agent Desktop
application or the Outbound Campaign Management Tool.
Note: You cannot install two different language versions of the .NET
Framework on the same client. If you want to view .NET Framework
applications in a different language, you must download the appropriate
language version of the .NET Framework language pack.

Framework version 1.1 software, and .NET service pack 1:
Windows 2000 Professional (service pack 4) or Windows XP Professional
(service pack 2)

installed.
1 On a client, click Start > Settings > Control Panel.

5 Verify that the version is 1.1.4322. If this version is not correct, you must
6 Click Close.

pack 1.


applications



a manual installation, recommended to test the client applications on one or
two clients


Note: If a client is outside the Multimedia server domain, then make the
drive.
Manual installation
SMS
information, see the documentation on the Microsoft Web site at
Note: An experienced system administrator can deploy the

Group policy
knowledge base.

following check:

What is next?
If you are migrating your existing Contact Center Multimedia/Outbound
installation to a new server, and your contact center configuration is the same as
it was, you have already configured the phonesets, Windows users, your e-mail
server, Contact Center Manager server, Contact Center Manager Administration,
the Communications Control Toolkit, and the contact types in the Multimedia
Administrator. You can proceed toStep 42. “Start the client applications,” on
page 863.
If you want to change any of the configurations, use the following sections to
configure the resources required for your contact center.


Section F: External component

configuration
In this section


for each agent
Note: You configured the phonesets in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding or changing phonesets in your contact center, then proceed to Step
17. “Create a Windows user for each agent” on page 746.
You must ensure that the phonesets are configured on the switch. For more
information, see the Contact Center, Communication Server 1000/Meridian 1
and Voice Processing Guide.

checklist.



Note: AST can only be configured on a maximum of two keys.


You created the Windows users in your contact center during the configuration
of your old Contact Center Multimedia server. If you are not adding or changing
Windows users in your contact center, then proceed to Step 18. “Configure the e-
mail server” on page 748.
A Windows user account defines the actions a user can perform. Each user needs
to be created on the Domain used by the Contact Center for Agent resources
You must be logged on as the Domain Administrator or a member of the

Administrators group to create user accounts.
Configuring the user accounts

2 Click Start > All Programs > Administrative Tools > Active Directory
Users and Computers.
A Microsoft Exchange e-mail mailbox for users is not required by Contact
Center Multimedia, however, you can create a mailbox for the agent
depending on your user requirements.
Security



You configured the e-mail server during the configuration of your old Contact
Center Multimedia server. If you are not changing the configuration of the e-
mail server, then proceed to Step 19. “Enable Open Queue” on page 750.
page 1281.
What is next?
Configure the required elements in Contact Center Manager Server. For more
information, see Step 19. “Enable Open Queue” on page 750.

Section G: Contact Center Manager

server configuration
In this section

You configured Contact Center Manager Server during the configuration of your
old Contact Center Multimedia server. If you do not need to change the
configuration of Contact Center Manager Server, then proceed to Step
22. “Create the agent phonesets” on page 759.

If a large number of contacts are queued and Contact Center Manager Server is
restarted, Contact Center Manager server queues 5000 contacts per hour. A
period of time can elapse before your contacts are displayed in Real-Time
displays or assigned to agents.
The License Manager must contain the correct license information to provide
Open Queue feature. For a description of the licensing, see Appendix B,
“Feature licensing.”

To enable Open Queue

1 On the Start menu of Contact Center Manager Server, choose All
Configuration Utility window appears.


Result: The License Manager page appears.


You must ensure that the Communications Control Toolkit server is configured
in Contact Center Manager Server.
1 In the Server Setup Configuration Utility window, click the CCT Server tab.
3 Ensure the Communication Control Toolkit server host name is correct.
Communication Control Toolkits port numbers, see the Communication
Control Toolkit Technical Requirements and Operating System
Configuration Guide and the Communication Control Toolkit Installation and
Maintenance Guide.

5 Click OK.
Result: The Manager Server window appears.
6 Click Yes.
7 Click OK.

Queue-enabled and configured to work with the Communications Control
Toolkit server.
What is next?
Configure the required resources in the Contact Center Manager Administration.
For more information, see Step 21. “Refresh Contact Center Manager Server”
on page 756.

Section H: CCMA server configuration
In this section
Step 21. Refresh Contact Center Manager Server 756
Step 22. Create the agent phonesets 759

Step 21. Refresh Contact Center Manager

Server
When you enable Open Queue, you must refresh Contact Center Manager
Server before you can see the Multimedia contact types.
Logging on to Contact Center Manager Administration

3 Press Enter.

4 Enter your Webadmin user ID and password in the text boxes.

5 Click Login.
Refreshing a server
ATTENTION
delete, and refresh servers in Contact Center Manager Server.

“Logging on to Contact Center Manager Administration” on page 756.

server.
5 Click Yes.
Administration need to be refreshed. If there has been a feature change to
Contact Center Manager Server, the change is not reflected in each
6 Click Yes.

Step 22. Create the agent phonesets
Note: You created the agent phonesets, in your contact center during the
adding or changing agent phonesets in your contact center, then proceed to Step
23. “Create required multimedia skillsets” on page 762.
After you save a phoneset, you cannot modify it. You must delete your saved
phoneset, then add a new phoneset to change the phoneset configuration.
Adding a phoneset
switch. For more information, see Step 16. “Configure phonesets on the switch

1 Log on to Contact Center Manager Administration, For more information,
see “Logging on to Contact Center Manager Administration” on page 756.


Server to which you want to add the phoneset. The server expands to show
the resources.
reports.


server.
Clear the Acquired check mark to deacquire the phoneset.
Tip: Click Refresh Status to view the current status of the acquisition or de-
acquisition.

You created the multimedia skillsets, in your contact center during the
adding or changing multimedia skillsets in your contact center, then proceed to
Step 24. “Create supervisors and agents” on page 765.




the resources.

skillset.
ATTENTION
If you are creating an e-mail skillset, the prefix EM_ must
appear before the skillset name. If you are creating an
outbound skillset, the prefix OB_ must appear before the
name. If you are creating a Web Communication skillset,
WC_ must proceed the name. If you use any other prefix,
the skillset is assigned to voice contacts.
the system already.
this skillset.
All skillsets used by Contact Center Multimedia must have the Call Age
skillset.

You created supervisors and agents in your contact center during the
adding supervisors or agents to your contact center, then proceed to Step
25. “Create route points” on page 768.
center.
Agents who handle Multimedia contacts must have Multimedia configured in

their agent properties in the Contact Center Manager Administration by adding
skillsets.
Adding a supervisor
first name
last name
phoneset login ID
department).

Adding an agent

first name
last name
login ID
primary supervisor
call presentation
threshold

server.
skillset is added to your partition.
13 Select the check boxes beside the partitions to which you want to add the
new agent.

You created route points in your contact center during the configuration of your
old Contact Center Multimedia server. If you are not adding or changing route
points in your contact center, then proceed to Step 26. “Configure the sample
multimedia scripts” on page 770.
Adding a CDN on an Open Queue-enabled server

calls.
8 Click in any other row of the table.
Result: The system adds the Open Queue CDN (route point), and Not

Acquiring an Open Queue CDN (route point)

Clear the Acquired check box to deacquire the Open Queue CDN (route
point).
deacquisition.


scripts
You configured the sample multimedia scripts in your contact center during the
changing the scripts in your contact center, then proceed to Step 27. “Add the
Multimedia Server to CCMA for reporting” on page 774.
Scripts for Contact Center Multimedia are used to correctly route multimedia
contacts. Sample scripts are provided in the scripting application. It is
recommended that you initially integrate these sample scripts with your existing
Contact Center Manager Server scripts. Once complete, multimedia contacts are
routed correctly; however, the sample scripts may need to be customized to
better suit the individual needs of Contact Center Multimedia.
For more information about Multimedia scripts, see Contact Center Scripting
Guide.


script.
The script passes execution to the c_Scheduled_Contact_Handler script.

E-mail contacts are pegged against this application in both historical reports
displays.




automatically installs the sample scripts on Contact Center Manager
Administration in
two ways:

Scripting.
3 Click New.


7 Click Open.
the script.


for reporting

of the new Multimedia server.

administrator.
ATTENTION
in the Contact Center Manager Administration tool.


Outbound server.
When you enter the Contact Center Multimedia server name, the system
5 In the Login ID box, type the ID for the Reporting user name for the server.
The ID for the Multimedia server is always mmReport.
6 In the Password box, type the password for the reporting user name for the
Tip: You can change the reporting user password in the Multimedia
Administrator application.
8 Click Submit.

You must associate the Contact Center Multimedia/Outbound server with the
configured Contact Center Manager Server.


4 Under Associated Reporting Servers, click the Select box next to the
Only one of each type of server can be associated with a Contact Center
Manager Server. If more than one of the same type of servers is associated
5 Click Submit.
6 Close the Contact Center Manager Administration application. On the
Launchpad menu, click Log out.

What is next?
Configure the Communications Control Toolkit resources. For more
information, see Step 28. “Import the agent phonesets to the TAPI database” on
page 780.


Section I: CCT server configuration
In this section


TAPI database
You performed all of the telephony configuration in your contact center during
the configuration of your old Contact Center Multimedia server. If you are not
adding or changing the telephony configuration in your contact center, then
proceed to Step 36. “Understand the contact types” on page 826.

must create a switch configuration information text file on the Symposium TAPI
server.
To complete these steps, ensure that a cable is connected from the server to the
switch.
3 Save the download.txt file in the C:\Program Files\Nortel\CCT\TAPI\

If HyperTerminal is not in the Communications menu, go to Start > Control

Panel > Add or Remove Program. Add HyperTerminal by selecting Add/
Remove Windows Components, then navigate to Accessories and Utilities,
and click Details. Select Communications, and click Details. Select
HyperTerminal, and click OK. HyperTerminal is installed from the Windows
installation CD; therefore, the Windows installation CD must in the drive.


then click OK.

If the prompt is not present, continue to press Enter until the prompt
appears.
Start.
Downloading information from the CS 1000/Meridian 1 overlay can take a
long time.

Download only the CDNs that you require for TAPI operation. If you download
other CDNs, you must delete them after the download is complete.

Result: The application configuration dialog box appears.

4 Browse to the download.txt you created. For more information, see “To

5 Click Open.
6 Click Start.
7 Click OK once the import process is complete.
ATTENTION


database.
3 Click TN Table.
4 Ensure that the required TNs for the agent phonesets have been imported
correctly to the TN Table.
following steps:
a. Click Add Line.

adding.
c. Click OK.
e. In the Position ID, enter the position ID of the set.

h. Click OK.
j. Click Add DN.

6 Click OK.


Framework option
Configuring the Communication Control Toolkit Console



Result: The Add/Remove snap-in dialog box appears.
4 Click Add.
Result: The Add Standalone snap-in dialog box appears, containing a list


6 Select the computer that the NCCT Admin snap-in is to manage.

7 Click Finish.

9 Click Close.

10 Click OK.

select CCT Server.
Result: CCT Server appears in the right pane of console.


5 In the Communication Control Toolkit Deployment Type section of this

page, select the first or second option (depending on the configuration of
the Contact Center servers).
If you configure the CMF for stand-alone deployment, then you must restart
all core Communication Control Toolkit services. If you configure the CMF
for co-resident deployment then you must start all Contact Center Manager
Server and all core Communication Control Toolkit services.
following:
b. On the NCCT Console, expand NCCT Maintenance.

c. Click Services on the left pane.

d. On the right pane of the Console window, double-click Services.
Result: The Communications Control Toolkit Services Properties
dialog box appears.

following:
appears.

c. Click OK.
Log.
appears.
e. Click OK.
Result: The Communication Control Toolkit server name automatically
Center Manager server.


CCT


789).

are stopped:
NCCT Server


NCCT 6.0 Console.

Tools.
Result: The available importing tools appear.


8 Click OK.
imported.
9 Click OK.


into CCT
them individually.
M1 TSP Data tool.

are stopped:
NCCT Server

NCCT 6.0 Console.


Result: The available importing tools appear in the right pane of the
console.

7 Double-click the Import M1 TSP Data import tool.


8 Click Browse.
9 Click Apply.
10 Click OK.



Toolkit server.

are stopped:
NCCT Server


Restart.
NCCT 6.0 Console.
for Windows users.
import users.

d. Click Find Now.

import users.
box.
d. Click Find Now.
11 Click Add.
12 Click Apply.
13 Click OK.


CCT
Workstations tool. To import domain users, the Communication Control Toolkit
administrator must be logged on to that domain.

Importing local domain workstations

are stopped:
NCCT Server

NCCT 6.0 Console.

Tools.
Result: The available importing tools appear in the right pane of the
console.



Result: The required workstations are selected for adding to the importing
list.
8 Click Add.
list.
9 Click OK.


(optional)

than perform this step.







box.
6 Click OK.



contacts.
Administration.








6 Click OK.
user.





6 Click OK.
Mapping a user to a Contact Center user and Contact Center user

group




6 Click OK.
What is next?
configuring the outbound, e-mail, or Web communications contacts, based on
your license. Go to Step 36. “Understand the contact types” on page 826.


Section J: Contact type configuration
In this section
Step 36. Understand the contact types 826

Step 36. Understand the contact types

You can use Contact Center Manager Administration to create skillsets and route
points. For more information about creating skillsets and route points, see the
Contact Center Manager Administrator’s Guide.

campaign.

functionality:

contacts
the contact
agent
messages
mailbox.





other party.


Administrator
You configured the contact types during the configuration of your old Contact
Center Multimedia server, and the information was migrated to your new
Contact Center Multimedia server when you restored the database backup. If
you are not adding or changing any Multimedia contacts configuration, then
proceed to Step 39. “Update the E-mail Manager service” on page 851.
Username: SysAdmin
Password: _ _ccmm!
Nortel recommends that after you finish configuring the Multimedia contact
types, you change the default Administrator password.


3 Click OK.
Result: The Contact Center Multimedia Administrator window appears. If
you are opening the Contact Center Multimedia Administrator for the first
time, The Getting Started screen opens with the Multimedia Administrator
window.
Note: The Getting Started window shows that licenses are available for
e-mail, outbound, and Web communications in this contact center.


1 If the Getting Started window does not appear immediately after you log in
Note: Once you begin these steps, you cannot stop or go back to a
previous step. You can, however, modify your settings later.
licenses for contacts of type outbound (OB_), and e-mail (EM_), and Web

2 Click Begin.
You must configure a route point for all skillsets you use for multimedia
contacts. You must configure at least one skillset for each contact type for which
you are licensed.


2 Click Edit.

skillset.
4 Click Save.
licensed to use (-mail [EM], voice [VI], Web communications [WC],
outbound [OB]).
window.
window again.
What is next?
If you have only outbound contacts licensed, your required configuration in the


center
applicable).



messages.
3 Click Save.


(SMTP).

messages.
3 Under Security, select the SMTP authentication, if required, for your
outbound e-mail server.

4 Click Save.

“Installing and configuring the external Web server.”.



3 Click Save.
4 Click Close.
What is next?


server.




box.
From address (for example, sales department).
selected.
selected.
e-mail.
9 In the Process Up to box, type the maximum number of e-mail messages
You can have mailboxes on multiple e-mail servers. You can have multiple
e-mail servers for e-mail or fax messages, load balancing, and managing e-
mail subtypes. Each e-mail server is polled for the mailboxes that it hosts.
Configure additional e-mail servers using the Server Configuration window
and procedure described in “Configuring the e-mail servers” on page 836.

12 Click Save.


regular rule into list of rules for the recipient mailbox. The default rule ensures
that all contacts received by the mailbox are assigned a skillset.
CAUTION

.
the System default rule, which affects all recipient mailboxes you
If the skillset associated with a default rule is deleted, the default
skillset, EM_Default_Skillset is used as a substitute.
e-mail messages.


point.


application.
d. Click Save.
information about auto-responses, see the Contact Center Multimedia
the contact. For more information about priorities, see the Contact Center
Multimedia Administrator online Help.

4 Click Save.

The system delivery failure rule is used for one of the following purposes:
undeliverable.

as the first regular rule into list of rules for the recipient mailbox.To configure
the system delivery failure rule, you must select a route point for the default
to assign e-mail to, and other keywords.
keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report
rule, can cause valid e-mail to be routed as undeliverable. In this case, use

CAUTION

.
contacts.
substitute.
e-mail messages.


use keyword group Delivery Failure keywords

point.
d. Click Save.
groups, see the Contact Center Multimedia Administrator online Help.
the list for the contact. For more information about priorities, see the
Contact Center Multimedia Administrator online Help.
4 Select the check box, This Rule will close the Contact if you want the rule

5 Click Save.
window closes. The Rules window appears.

the rule names.
2 Click Close.
3 Click OK.

What is next?
Multimedia by working through the rest of this chapter. If you want to add
recipients, create rules, configure outbound e-mail settings, create barred e-mail
addresses, create closed reasons, or set outbound timers, you can perform these
tasks after you are finished the base configuration of Contact Center
contact types, see the Contact Center Multimedia Administrator online Help.
Proceed to Step 39. “Update the E-mail Manager service” on page 851.

CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
The CCMM License Manager and the CCMM Starter services start
automatically if the Contact Center Multimedia server software is installed
successfully. The CCMM License Manager service ensures a valid license exists
for the Multimedia server, then the CCMM Starter service starts the remaining
then start the CCMM E-mail Manager service.


Services.
CCMM Manager Client
CCMM OAM service
If a service is not started, in the Windows Services Control Panel, right-click
the service name, and then click Start.


1 Open the Windows Services window, if it is not already open. On the

Windows Start menu, click All Programs > Administrative Tools >
Services.
5 Click Apply.
6 Click OK.

What is next?
Configure the users in Contact Center Manager Administration and
Communications Control Toolkit before you start the client applications. For
more information, continue with Step 40. “Configure the administrators” on
page 856.


Section K: Agent configuration
In this section

Note: You configured the user types during the configuration of your old
Contact Center Multimedia server, and the information was migrated to your
new Contact Center Multimedia server when you restored the database backup.
If you are not adding or changing any Multimedia user configuration, then
proceed to Step 41. “Configure hotdesking (optional)” on page 859.






5 Click Edit.


Result: The Password Reset window appears. The default user login ID is
8 In the Confirm box, type the password again to confirm it.



Center Multimedia.


5 Click Save.

Center Multimedia.


5 Click Save.

Guide.


applications:
Administration.
Import and map users in the Communications Control Toolkit.

When you log in, you are available to handle all media types for which you are
licensed (for example, voice, outbound, or e-mail). If you are assigned to a
skillset for a particular media, then you can receive and create contacts in that
media.


1 On a client in Windows Explorer, or Internet Explorer, type http://
installed.
2 Click Logged Out.

Communications Control Toolkit implementation for your contact center.
User’s Guide.

applications:


Administration.
Import and map users in Communications Control Toolkit.
Ensure you have the user basic access rights to the outbound component.

1 Log on to Contact Center Manager Administrator. For instructions, see
“Logging on to Contact Center Manager Administration” on page 756.
5 In the window on the right, click Basic Access Rights.
6 Check the Outbound component.
7 Click Submit.


1 Click the Outbound component in the Contact Center Multimedia/
Outbound launchpad window.

2 On the left side of the Outbound window, click on a Contact Center

Multimedia server.


part 3
Configuring the CCMM Standby
server

March 2008

Chapter 8
Installing the Standby server
In this chapter
Overview 872

Installing the Standby server Standard 7.23
Overview
Geographic Redundancy is a feature of the Contact Center Multimedia/

Outbound server that provides a server backup in case of catastrophic failure.
Geographic redundancy is implemented using a Standby server, or Redundancy
server that mirrors the Multimedia database and provides a quick recovery if the
Active server stops processing contacts. If Geographic Redundancy is licensed
in your contact center, use this chapter to perform the steps required to install
and initially configure your Standby server.
The Standby server installation contains all components, but you can only see
the components for which you are licensed. All unlicensed components are
blocked. This chapter assumes that all features are installed on your Multimedia
servers.
What you need

install the standby server software for Contact Center Multimedia/Outbound 6.0.
Description Done

Your Contact Center Multimedia Standby server is configured exactly ❑

as your Contact Center Multimedia server.
Your clients are configured. For more information, see Chapter 2, ❑
“Installing the Multimedia/Outbound server.”
Your switch and phone lines are configured. For more information, see ❑
Chapter 2, “Installing the Multimedia/Outbound server.”

March 2008 Installing the Standby server
Description Done
The Contact Center Manager server is configured for the contact ❑

center. For more information, see Chapter 2, “Installing the
Multimedia/Outbound server.”

operational for voice contacts, and all of the agent phonesets,
multimedia skillsets, supervisors, agents, route points, and scripts are
configured. For more information, see Chapter 2, “Installing the
Multimedia/Outbound server.”

TAPI is configured, and all resources are imported. For more
information, see Chapter 2, “Installing the Multimedia/Outbound
server.”
The Contact Center Multimedia server software is installed and ❑
configured on the primary server. For more information, see Chapter 2,
“Installing the Multimedia/Outbound server.”
Administration server, the Communication Control Toolkit server, and
the Contact Center Multimedia server are on the same subnet and have
good network connectivity.

Timing
The following installation times provide an estimate of the time required for
Preinstallation (including operating system installation and configuration):
45 minutes plus time for backing up the active server
Backing up the Multimedia database takes approximately 5 minutes for
each 1 GB of data.
Installing the server software: 30 minutes

Postinstallation: 30 minutes plus time for restoring the Multimedia database

on the Standby server
Restoring the database takes approximately 5 minutes for each 1 GB of
data.
ATTENTION
Multimedia processing must be stopped before you perform a
backup or restoration.
These times can vary depending on the server, network infrastructure, and your
CPU: Intel Xeon 3GHz
RAM: 1.0 GB
Hard drive: 80 GB 7200 RPM SATA with no Raid configuration.
DVD drive: Internal IDE 8X DVD-ROM

In this section
Step 2. Read the relevant documentation and check for updates 877
Step 3. Share the attachment folders on the Active server 878
Step 4. Configure the Standby server on the Active server 880
Step 6. Understand the Active server installation 892

Before you perform an installation of the Standby server software, you must
ensure your hardware and software meet the specifications described in the
Contact Center Multimedia Technical Requirements and Operating System
ATTENTION
result in errors and omissions in the software installation.

Step 2. Read the relevant documentation and

check for updates
Before you install the Standby server software, check the Nortel Web site
(www.nortel.com) or the Partner Information Center Web site (www.nortel.com/
pic) for the following:
supplements (SUS)

Step 3. Share the attachment folders on the

Active server
You must share the attachment folders on the active Multimedia server with the
user on the Standby server. During a restore, the Standby server user must copy
e-mail attachments from one server to another. Share the attachment folder with
the user who installs the Standby server software and logs on to the Standby
server.
1 Log on to the Active Multimedia server.
2 Open Windows Explorer on the Active server, and navigate to the Inbound
attachment folder.
3 Right-click the Inbound attachment folder, and then click Properties.

6 Add a description (optional).

9 Give full permissions to your current user account on the Multimedia server.
10 Click Apply.
11 Click OK.
13 Click Add.
14 Select the user account you are currently using. Give full permissions to
your current user account on the Multimedia server.
15 Click Apply.
16 Click OK.

Step 4. Configure the Standby server on the

Active server
You must configure the name of the Standby server in the Multimedia
Administrator before you back up the Multimedia server.
2 Type an administrator user ID and password.
3 In the Contact Center Multimedia Administrator window, expand Contact
Center Multimedia.
5 Double-click Server Settings.
6 In the Server Settings window, click Contact Center Multimedia Standby

to select it.

7 Click Edit.
8 In the Server Name box, type the name of the Multimedia Standby server.
9 In the Server Port box, type the port number for the Multimedia Standby
server. The default port number is 1972.
10 Click Save.
Result: A warning appears describing potential errors for changing this
server. Click OK to accept.

Step 5. Back up the active Multimedia server
You must back up the Multimedia database and the attachments on your Active
server before you install the Standby server software. When you start to back up
the server, note the date and time. You need the date and time information from
the latest backup during the configuration of your Standby server.
ATTENTION
Back up both the Multimedia database and the e-mail
attachments if you are using E-mail Manager in your contact
center.

Nortel recommends that you shut down all services while a backup is performed
to eliminate exceptions.



CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
ATTENTION

Back up the database to a file on a mapped drive on a network that is accessible
by both the active Multimedia server and your new Standby server.
following:



h. Click Add.
i. Give full permissions to the account that you are using to connect to the
Multimedia servers.
j. Click Apply.
k. Click OK.
steps:
b. Click Add.
to the account that you are using to access the Multimedia servers.
d. Click Apply.
e. Click OK.



d. In the Folder box, type \\<Servername>\Backup, where <Servername>
is the name of the server where you created the folder.
Tip: If you created a user account specifically for mapping drives, you must
select the Connect using a different user name check box before adding
the mapped folder.
Creating a backup of the current Multimedia database and e-mail

attachment folders
the backup file on a mapped network drive. For more information about backing
up files, see Chapter 16, “Maintaining the database.” It takes about 5 minutes to
back up 1 GB of data from the Multimedia database.

1 On the Active server, from the Windows Start menu, click All Programs >
Nortel Contact Center > Multimedia Server > CCMM Administrator.
2 Type your administrator user ID and password.

3 Click Login.
4 Expand Contact Center Multimedia.



7 Click Backup.
ATTENTION
Ensure that you back up the e-mail attachments as they
are required to update the Standby server.

IF THEN
you are backing up to a in the Database box, browse to X:\folder name

network location on the network share\. For example, if the
network drive is X, the mapped folder is
backup, and a subfolder is CCMM_backup,
then you browse to X:\CCMM_backup\.
You must map the backup folder. See “Creating
the backup destination” on page 1210.

IF THEN
you are backing up to a in the Database box, select the path to the tape
tape drive drive. A valid path to the tape drive is \\.\tapen,
where n is the number of the tape drive. (The
first tape installed on a system is, by default,
tape0.)
Note: You can use the alias tapedump1
instead of \\.\tape0.
matches the e-mail attachment folders on your Active server. Click Browse
to change the path to the e-mail attachment folders.
Result: A reminder box appears to remind you of what you are backing up
with the utility.
13 Click Close.
14 After you make a correction, back up the database and attachment folders
again.
15 Close the Administration application.

Recording the backup date

You must make a note of the current backup date. You need the date of all
backups to identify whether any e-mail attachments arrived on the Active server
after you started the backup. The backup date must be recorded for both new
installations and installations you plan to migrate to the Standby server.
Recording the journal file path

The Multimedia server uses the journal files to apply the same updates to the
Standby server that are on the Active server. You must make note of the current
journal file to ensure that the Standby server can be correctly configured with all
of the updates made to the Active server database since the backup.
ATTENTION RISK OF LOSS OF DATA
You must make a note of the journal file name immediately

after you back up the server, and before you stop or start the
Contact Center Multimedia services.
To determine the current database journal file, use the Caché Control Panel.
1 On the Active server, click Start > All Programs > Nortel Contact Center
> Multimedia Server > Caché Control Panel.
Result: The Username/Password window appears.
2 In the Username/Password window, enter the following:

Username: NNCCADMIN
Password: 20NnCc04

3 Click OK.
Result: The Caché Control Panel window appears.
4 In the left pane, click Journaling.
Result: The right side of the Caché Control Panel window shows the
journal files. The latest journal file appears in green. The current journal file
is also listed in the status bar at the bottom of the window. The current
journal file has the latest date and the highest extension number.
5 Record the journal file name and full path.

Step 6. Understand the Active server

installation
Before you install the Contact Center Standby server, you must review your
current Multimedia server installation to determine the following:
On which drive is the Multimedia software and database installed?
The file system and drive letters on the Standby server must mirror the file
system and drive letters on the Active server to ensure a successful change
between the Active and Standby server. For example, if the Multimedia
database is installed on drive D of the Active server, the Multimedia
database must be installed on drive D of the Standby server.
What is the name of the Multimedia server?
The name of the Multimedia server is required during the installation of the
Standby server.
What is the date of the last Multimedia database backup?
You require the date of the backup to identify e-mail attachments that
arrived on the Active server after the backup was made.
What is the name of the current Journal file?
You require the full name including the path of the current Journal file to
ensure that latest updates to the Contact Center Multimedia database are
configured on the Standby server. You acquired the full name of the current
Journal file when you backed up the Multimedia database in “Recording
the journal file path” on page 890.
The date and time on the Multimedia server must be the current date and time
based on the location of the server.


tool
tool. For information about how to install and configure the Host Only version of
pcAnywhere version 11.5 on the Contact Center Multimedia/Outbound server,
see “Installing pcAnywhere 11.5 as your remote support access tool,” on page
894.

Nortel recommends that you install only one of the supported remote access
tools (pcAnywhere or Remote Desktop Connection) on the Contact Center
Multimedia/Outbound server.


CAUTION

.
pcAnywhere Web site, www.symantec.com/pcanywhere.
1 Log on to the Contact Center Multimedia/Outbound server as
Administrator.


5 Click Next.
9 Click Next.
10 Click Install.
Result: The installation program installs the software. After it is finished,
11 Click Next.
12 Click Finish.

13 Click Finish after the installation is complete.

1 Log on to Windows as Administrator.
confirm.
ATTENTION


restrict the use of pcAnywhere to appropriate users (for example, Nortel support
If, during the pcAnywhere configuration, a message appears indicating that you
do not have the rights to modify a setting or create a new caller, use the
following procedure to change the Windows user access rights for pcAnywhere
files.
Changing the Windows access rights for pcAnywhere files

2 In Windows Explorer, navigate to the folder where pcAnywhere is installed.



If you are using a modem connection with pcAnywhere, you must configure
your modem before you perform this procedure.
confirm.



5 Click Next.
of authentication.

7 Click Next.

11 Click Next.
12 Review the Summary.

13 Click Finish.
accounts.





click Properties.

21 Click Superuser.
according to its Logon ID.

Remote.
to complete login are selected and set to 3.


are selected.
ATTENTION
If you select the Required to modify properties option
on the Protect Item tab, you must enter the password
each time a setting is changed. Record the password and
keep it in a safe place. If you forget the password, you
cannot change any settings.
30 Click OK to save all pcAnywhere host settings.

choice (for example, NGenDesign).


access tool
Microsoft Remote Desktop Connection for administration (formerly known as

Enabling Microsoft Remote Desktop Connection for administration
To enable Microsoft Remote Desktop Connection for administration, you must

1 On the Standby server, click Start > Control Panel > System.

3 Select Turn on Remote Assistance and allow invitations to be sent

from this computer.
4 Click OK.
What is next?
Continue installing the Standby server software. For more information, see Step
8. “Install the Standby server software” on page 910.


In this section
Step 8. Install the Standby server software 910
Step 9. Install the Standby server updates 919

Step 8. Install the Standby server software
Follow the procedures in this section to install the Standby software.
Verifying prerequisites
Before the installation begins, the system checks to ensure that the following
Java Runtime Environment Release 1.5.0
Microsoft .NET Framework Version 1.1 with .NET service pack 1
The Java Runtime Environment and Microsoft .NET Framework software is

installed automatically if it is not already installed.
A check is also performed on the operating system to ensure that:

Microsoft Internet Information System (IIS) is installed for server
components.
If any of these checks fail, the installation is cancelled and a message box
notifies you of the problem.
ATTENTION
The file system and drive letters on the Standby server must
mirror the file system and drive letters on the Active server to
ensure success if you need to switch processing to the Standby
server.

Installing the Standby server

1 Insert the Nortel Contact Center DVD into the DVD drive of the Standby
server.

3 Click Install.
Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the
Microsoft .NET Framework is not installed, Contact Center Multimedia
installs it automatically. Click OK to begin installation.

4 Click Next.
6 Click CCMM Server to install the following components:



7 Click Next.
8 Click Redundancy Server.

9 Click Next.
Result: The Shadow CCMM Server Configuration window appears.
10 In the License Server box, type the name of the License Server in your
contact center.
11 In the Primary CCMM Server box, type the name of the Active or first
Multimedia server.

12 Click Next.
13 Select the drives on which you want to install the Standby server software
and the Multimedia database, and then click Next.
You must use the same drive letters as those on the Active server. Ensure
you have a minimum of 20 GB of disk space for the Multimedia database on
the Standby server. The recommended disk space handles a million
contacts.

After you select a drive, you can click Space to verify the amount of
available disk space on the selected drive. If the Standby server drive has
insufficient space, you must make more space available before you
continue. Do not change the drive letters.
14 Review the information in the Installation Summary section, and then click
Install. A status bar shows the progress of the installation.
Result: The InstallShield Wizard Completed window appears.

15 Click Finish.

Step 9. Install the Standby server updates
Before installing service updates or service update supplements, Nortel

recommends that you verify the patch level currently installed on the server by
launching the Patch Viewer utility. On the Standby server, click Start > All
ATTENTION
The patch level on the Standby server must be the same as the
patch level currently installed on the Contact Center
Multimedia server.
You cannot install a patch that is older than the current update that is already
installed. Also, you cannot install a service update supplement unless the
applicable service update is already installed.
www.nortel.com (for end users)
Contact Center Multimedia/Outbound software on the Standby server.
What is next?
Continue configuring the Standby server for handling Multimedia and Outbound
contacts. For more information, see Step 10. “Provide local users with the Log
on as a Service right” on page 922.


In this section
Step 10. Provide local users with the Log on as a Service right 922
Step 11. Create shared inbound and outbound attachment folders 927
Step 12. Configure Internet Information Services 940
Step 15. Add the Standby server to CCMA 952
Step 16. Restore the Multimedia database 954
Step 17. Demote the Standby server 958
Step 18. Confirm the Standby server mode 962
Step 19. Copy e-mail attachments 964
Step 20. Select the Journal file 966

Step 10. Provide local users with the Log on

as a Service right
To access Contact Center Multimedia software, you must configure two user
types. These user types are:
CCMMOPSUSR—The E-mail Manager service runs under the
CCMMOPSUSR so that the password never expires. You must only
configure CCMMOPSUSR if you are licensed for e-mail in your contact
center.
IUSR_<Servername>—The IUSR account is an Internet Information
Services (IIS) account used for all communication between the Multimedia
server and the Agent Desktop over HTTPS (except for Communication
Control Toolkit events over a configurable port). Agents read and attach
files through HTTP rather than an open share, therefore, the attachment
directories are defined as Web folders in IIS.
To provide local users with Log on as a Service right

Your users must have the Log on as a Service permission to access folders that
are configured as Multimedia services.
1 On the Windows Start menu of the Standby server, click All Programs >
Administrative Tools > Local Security Policy.


pane.
4 Double-click Log on as a service.

6 Click Locations.

7 In the Locations window, select the Standby server name from the list.
8 Click OK.
computer.
11 Click OK.
Result: The Log on as a Service Properties window appears.
13 Click Locations.
15 Click OK.
where <Servername> is the name of your Standby server.
computer.
18 Click OK.
Result: The Log on as a Service Properties window appears.
20 Click OK.
Setting the password to never expire for CCMMOPSUSR

To set the password to never expire for CCMMOPSUSR, perform the following
steps:
Management.

3 Click Users.

5 On the General tab, select the Password Never Expires check box.
6 Click OK.

Step 11. Create shared inbound and outbound

attachment folders
proceed directly to Step 12. “Configure Internet Information Services” on page
940.

attachments. These shared locations must be shared with the user types you
configured in Step 10. “Provide local users with the Log on as a Service right”
on page 922.
ATTENTION You must use the same attachment locations that are on the
Active server. You must also:
group SYSTEM.
CCMMOPSUSR and IUSR_<Servername>, and the
security group SYSTEM.
IUSR_<Servername>.
Setting up an inbound attachment shared location

1 On the Standby server, open Windows Explorer and browse to the drive
you selected for your Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive
where you installed your Multimedia database.


4 Right-click the Inbound folder, and select Properties.
5 Click the Sharing tab

7 Type inboundattachment in the Share name box.
11 Click Add.
12 Click Locations.

computer.
17 Click OK.
19 Select the check boxes under Allow and beside Change and Read
permissions.
20 Click Apply.


where <Servername> is the name of the Standby server.
23 Click OK.
24 Select the Internet Guest Account.

25 Allow Full Control for the Internet Guest Account.
26 Click Apply.


30 Click Add.
31 Click Location.
list.
computer.
36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
47 Click OK.

48 For CCMMOPSUSR, allow the following permissions: Read & Execute,

49 Click Apply.
52 Click OK.
57 Click OK to complete the setup of the Inbound Attachments Share.
Setting up an outbound attachment shared location

2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive
where you installed your Contact Center Multimedia database.

5 Click the Sharing tab

11 Click Add.
12 Click Locations.
14 Click OK.

computer.
17 Click OK.
20 Click Apply.


23 Click OK.
24 Select the Internet Guest Account.

25 Allow Full Control for the Internet Guest Account.
26 Click Apply.


30 Click Add.
31 Click Location.
list.
computer.
36 Click OK.
39 Click Apply.
40 Click OK.

43 Click Locations.
45 Click OK.
47 Click OK.

48 For the CCMMOPSUSR, select the following permissions: Read &

49 Click Apply.
52 Click OK.


Services



Properties.



server
ATTENTION



Properties.



server
ATTENTION

changes.

Configure Internet Information Services (IIS) on your Standby server to
configure the Multipurpose Internet Mail Extension (MIME) types required by
Contact Center Agent Desktop.
1 On the Standby server, right-click My Computer, and then click Manage.
4 Expand Web Sites.



7 Click MIME Types.
8 Click New.

11 Click OK.
12 Click New.
13 In the Extension box, type .eml.
15 Click New.
16 In the Extension box, type .dat.
18 Click OK to close the MIME Types box.
19 Click OK.
If you are prompted to select any subfolders that inherit the changes, select
those in the Agent Desktop hierarchy.
21 Continue to Setting Web content permissions.

Web permissions control access to virtual directories on the Standby server for
Multimedia clients.

2 Click Web Service Extensions.
already open.
5 Click Allow.


installation
Follow the procedures in this section to verify the installation of the Multimedia
database is complete.

1 On the Standby Server, open Internet Explorer.
of the Web services. If the Web page does not appear, contact your Nortel
technical support prime.

Perform one or more of the following postinstallation tasks, if you have not
already done so for your contact center.
Changing your event viewer settings

Based on the size of your contact center, change the size of the Windows
Application Log file that holds events produced by the Contact Center
Multimedia application. For more information, see “Create Log reports” on page
1249.

service to forward traps, you must perform these tasks:
Service (NMS).
Configure the NMS.

For more information about configuring your security settings for the Standby
server, see “Use the Windows Server 2003 Security Configuration Wizard” on
page 1273.

What is next?
Add the newly installed Standby server to the list of servers in Contact Center
Manager Administrator. For more information, see Step 15. “Add the Standby
server to CCMA” on page 952.

Step 15. Add the Standby server to CCMA
After you install the Standby server, you must configure the Contact Center
Manager Administration with the name and IP address of the Standby server.
You can configure more than one Multimedia server in Contact Center Manager
Administration, but only one Multimedia server can be active at a time.
You must log on as the Web administrator to configure the Standby server.
Adding the Standby server

1 In a Web browser, type http://<CCMA_ServerName>, where
<CCMA_ServerName> is the name of the server where your Contact
Center Manager Administration is installed.
2 Log on as the Web administrator.

4 On the Server menu, click Add Server.
5 In the Server Name box, type the name of the Standby server.
After you enter the Standby server name, the system automatically fills in IP
address and Display name.
6 In the Login ID box, type the Login ID for the reporting user name for the
server. The Login ID for the Standby server is always mmReport.
Note: You can change the reporting user password in the Multimedia
Administrator.
9 Click Submit.

Step 16. Restore the Multimedia database
You must confirm the status of the CCMM services and then restore the backup
you completed in Step 5. “Back up the active Multimedia server” on page 882 to
the Standby server where you just finished installing the software.
After the restoration is complete, the Standby server contains all of the data from
the active Multimedia server until the time when you started the backup.
Confirm the status of the CCMM Services

Before you restore the backup from the Active server, confirm that only the
following services are running on the Standby server:
Caché Controller for Nortel
CCMM License Service
CCMM Starter Service
The following services must be stopped.

CCMM OAM Service
CCMM Outbound Scheduler Service
CCMM Manager Client Service
CCMM Email Manager Service
Restoring the Multimedia database on the Standby server

1 On the Standby server, click Start > All Programs > Nortel Contact
3 Click Login.
Result: The Contact Center Multimedia Administrator opens with a Getting
Started screen.
4 Click OK to close the Getting Started screen.


7 Select Backup/Restore Utility.
8 Click Restore.
Result: A Warning dialog box appears.

9 Click OK.
10 Beside Restore from, select the type of media you used to back up the
database and e-mail attachment folders.
11 In the Database box, type the name for your backup file. Click Browse to
navigate to and select the file name. Click Open after you select the correct
file name.
You must restore the e-mail attachments on the Standby server for it to
function correctly if the Active server fails. You must restore the e-mail
attachments to the same location from where they were backed up.
Result: A confirmation box appears with the correct location prepopulated.
Result: A confirmation box appears with the correct restore location
populated.
13 Click Yes to proceed with the restoration of data files.
Result: A reminder dialog box appears to identify what is restored.
14 Click OK.

15 Click Close.
ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA
The data restored from the Active server includes

configuration information about running the server as an
Active server. Only one Multimedia server can run as an
Active server at a time. You must perform Step
17. “Demote the Standby server” on page 958 before
restarting the services on the Standby server.
16 Click Close to close the Backup and Restore utility.

17 Close the Administration application.

Step 17. Demote the Standby server
To prevent the Standby server from running as an Active server at this time, and
causing a data loss, you must demote the Standby server immediately after
restoring the Multimedia database.
Demoting the Standby server

You must use the Multimedia Administrator tool to demote the server to Standby
mode.
1 Log on to the Standby server.
User ID: SysAdmin
Password: _ _ ccmm!
4 Click Login.

7 Double-click Server Demotion.

Result: The Server Demotion window appears.
8 Click Begin.
Result: A message prompt reminds you to use this guide for the complete
demotion process, and confirms that you want to proceed with the server
demotion.

9 Click Yes.
Result: After Stage 1 of the demotion process is complete, a confirmation
window appears.
If you are installing the Standby server for the first time, you are finished.
Proceed to “Confirm the Standby server mode” on page 962. Stage 2 of the
server demotion process are required only when you are demoting the
server.

10 Click OK.
Result: The Server Demotion window appears as follows. The instructions
under Stage 2 are a reminder of the activities you must complete. Follow
the instructions in this guide to demote the Active server.
11 Click Finish.
Result: A message dialog box appears indicating the services on Server B
are restarted automatically. After the demotion process is complete, the text
at the bottom of the Server Demotion window reads, “The Demotion
process was successful.” If the services do not restart, you must restart
them manually using the CCMM Service Control Utility.
12 Click Close to close the Server Demotion window.
Result: A Demotion Completed message box appears.
13 Click OK.

Step 18. Confirm the Standby server mode
Perform the following steps to confirm the Standby server is in Standby mode.
Confirming the server details

Center Multimedia - STANDBY MODE.
Result: A message box appears indicating that you should not change a
configuration on this server until the configuration is changed on the Active
server. You are only confirming the server details in this procedure. You are
not making changes.
4 Click OK.
5 The Server Settings window appears.
6 Confirm that the Contact Center Multimedia Standby Server is the server
where you installed the Redundancy or Standby server software.
7 Click Close.

Confirming the e-mail attachment folders

1 In the Multimedia Administrator tool, expand Contact Center Multimedia.
2 Expand E-mail Administration.
3 Double-click E-mail Configuration.
Result: The E-Mail Configuration window appears.
4 Under Attachment Files, check the path names. Do one of the following:
If the path names show the name of Server B, the paths are correct.
Click Cancel.
If the path names show the name of Server A, the paths are incorrect.
Update the inbound and outbound e-mail attachment shared folder
names to show the name of Server B, and click Save.
5 Close the Contact Center Multimedia Administrator application.

Step 19. Copy e-mail attachments
The Standby server currently contains all attachments that arrived on the Active
server before you started the backup. You must copy e-mail attachments that
arrived on the active Multimedia server after you started the backup in Step
5. “Back up the active Multimedia server” on page 882.
ATTENTION
The user account you are using to install the Standby server
must have read permission for both the inbound and
outbound attachment shared folders configured on the
Active server. For more information, see Step 3. “Share the
attachment folders on the Active server” on page 878.
1 On the Standby server, click Start > Run.

2 In the Open box, type the following command:
xcopy \\serverA\inboundshare\*.*
\\serverB\inboundshare /s/y/d:m-d-y
The source \\serverA\inboundshare is the inbound e-mail attachment files
shared location on the Active server.
The destination \\serverB\inboundshare is the inbound e-mail attachment
files shared location on the Standby server.
The /s option ensures that all subdirectories are copied.
The /y option suppresses prompting to confirm that you want to overwrite
existing files.
The /d option copies files on or after the date specified. Replace the m-d-y
with the month, day, and year of the last backup. You recorded the last
backup in Step 5. “Back up the active Multimedia server” on page 882.
3 Type the following command:
xcopy \\serverA\outboundshare\*.*
\\serverB\outboundshare /y/d:m-d-y
The source \\serverA\share is the outbound e-mail attachment files shared
location on the Active server.

The destination \\serverB\share is the outbound e-mail attachment files

shared location on the Standby server.
The /s option ensures that all subdirectories are copied.
The /y option suppresses prompting to confirm that you want to overwrite
existing files.
The /d option copies files on or after the date specified. Replace the m-d-y
with the month, day, and year of the last backup. You recorded the last
backup in Step 5. “Back up the active Multimedia server” on page 882.

Step 20. Select the Journal file
The Multimedia server uses journal files to apply the same updates to the
Standby server that are on the active Multimedia server. After you select the
correct journal file, you ensure the Standby server reads the correct journal file
on the active Multimedia server and makes all changes made on the active
Multimedia server since the last backup. You must use the journal file you
recorded in “Recording the journal file path” on page 890. After the journal file
is configured, the Standby server reads all subsequent journal files from the
Active server and the servers are synchronized.
ATTENTION
If you select the wrong journal file, you can lose data.
Journal files are updated when the following events occur:

the Caché Controller service is started
a specific time of day
the maximum file size is reached
a backup or restore is completed
a user directs the new journal file to start (Caché Control Panel >
Journaling)
Selecting the correct journal file

Center > Multimedia Server > Caché Control Panel.


User: NNCCADMIN
Password: 20NnCc04
3 Click OK.
4 Expand Shadowing.
5 Select This System as Shadow.

6 Right-click PrimaryServerAttachments, and select Properties.

Result: The Properties for Shadowing PrimaryServerAttachments window
appears.
7 Under Database server journal file, click the ellipsis button (...) to browse
to the correct journal file.

If you are asked for the user name and password for the Caché Control
Panel, use the log on User: NNCCADMIN and Password: 20NnCc04.
Result: The Open File dialog box appears.
ATTENTION
The Open File dialog box shows you the file system on
the Active server, and not the file system on the Standby
server where you are currently working. You must
navigate to the correct journal file on the Active server.
8 Select the correct journal file. The correct journal file is the file you recorded
in “Recording the journal file path” on page 890.
9 Click OK.
10 Right-click PrimaryServerAttachments, and select Start.
11 In the Status column, the status changes to Processing or Caught up.
Processing means that the Standby server is applying updates. Caught up
status means that the Standby server is synchronized with the Active
server.

12 In the Caché Control Panel window, right-click PrimaryServerData, and

select Properties.
Result: The Properties for Shadowing PrimaryServerData window
appears.
ATTENTION
navigate to the correct journal file from the Active server.
in “Recording the journal file path” on page 890.
15 Click OK.
16 Right-click PrimaryServerData, and select Start.


server.
18 Close the Caché Control Panel.
It can take a few minutes to synchronize the data, depending on the activity on
your Active server.

Step 21. Confirm the Multimedia services
You can check the services on each server by opening the CCMM Service
Control Utility.
1 On each server, click Start > All Programs > Nortel Contact Center >
Multimedia Server > CCMM Services Control.
2 Ensure the services are all running or stopped according to the table below.
3 If the service is not running or stopped, manually change the status of each
service.
4 Close the CCMM Services Control window.
The following table lists the services and their status on each server when Server
A is the Active server and Server B is the Standby server:
Service Server A Server B
Caché Controller for Nortel running running
CCMM Email Manager Service running stopped
CCMM License Service running running
CCMM Manager Client Service running stopped
CCMM OAM Service running stopped
CCMM Outbound Scheduler Service running stopped

CCMM Starter Service running running
What is next?
If the Active server fails, see Chapter 9, “Changing the Active server,” for
information about switching the Standby server to the Active server.

Chapter 9
Changing the Active server
In this chapter
Overview 974
Section A: Switching to Standby when Primary server fails 977
Section B: Switching to Standby for a planned change 995
Section C: Restoring CCMM servers to original configuration 1011

Changing the Active server Standard 7.23
Overview
If the Geographic Redundancy feature is licensed in your contact center, use this
chapter to perform the steps required to switch from the Active server to the
Standby server, in the event of an Active server failure, and return the servers to
the original configuration after you fix or upgrade the original active server.
This chapter uses the following terminology:

Server A—One of the pair of Contact Center Multimedia servers. You
installed the original Multimedia/Outbound software on this server. Server
A can act as the Active or Standby server.
Server B—The second server in the pair of Contact Center Multimedia
servers. You used this server to install the Redundancy server in Chapter 8,
“Installing the Standby server.” Server B can act as the Active or Standby
server
Active server—The server (either Server A or Server B) that is currently
processing Multimedia/Outbound contacts.
Standby server—The server (either Server A or Server B) that is not
currently processing Multimedia/Outbound contacts.
To avoid confusing your servers, label your servers Server A and Server B.
In the following diagram, Server A is the Active or Primary server and Server B
is the Standby or Redundancy server. Server B contains all of the information on
the Active server and is ready if Server A stops working for any reason.

March 2008 Changing the Active server
If Server A fails to process Multimedia contacts, you can manually switch

Multimedia processing to Server B. In the following diagram, Server B is the
Active server and Server A is not in use.
The Standby server reads and applies updates from the Active server constantly.
If the system is busy, the Standby server can be a few seconds behind the Active
server. This means that, in the event of a failure, you can lose a small amount of
data.
You can make the Standby server process contacts for the following reasons:
The Active server has a hardware or network failure. To configure the
Standby server in a failure, see Section A: “Switching to Standby when
Primary server fails,” on page 977.
The Active server requires maintenance, preventing it from running the
Contact Center Manager Server application. To configure the Standby
server during maintenance of the Active server, see Section B: “Switching
to Standby for a planned change,” on page 995.
After Server A is back online, you can restore it to active mode, and restore
Server B to standby mode. For instructions about restoring Server A to active
mode, see Section C: “Restoring CCMM servers to original configuration,” on
page 1011.
If you decide to maintain Server B as the Active server, and want to use Server A
or another server as the Standby server, you must install and configure the
Standby server software. For instructions about installing and configuring the
Standby server software, see Chapter 8, “Installing the Standby server.”

Identifying the servers

At any time, you can identify the Active server and the Standby server by
opening the CCMM Service Control on each server to review the server name
and operating mode.
To open the CCMM Services Control window, on the Windows Start menu,
click All Programs > Nortel Contact Center > Multimedia Server > CCMM
Services Control.
The Service Control window appears on the Active server as follows.
The Service Control window appears on the Standby server as follows.

Section A: Switching to Standby when

Primary server fails
In this section
Overview 978
Step 1. Ensure the failed server is disconnected from the network 979
Step 2. Promote Server B 980
Step 3. Confirm the mode of Server B 984
Step 4. Associate the new reporting server 986
Step 5. Configure the external Web server 988
Step 6. Configure the Contact Center Agent Desktop 990
Step 7. Disable the failed server 991
Step 8. Confirm the Multimedia services 993

Overview
If your Active server (Server A) fails, you must manually configure your
Standby server (Server B) to run in active mode. When Server B is running in
active mode, all incoming contacts are routed to it. Server A is removed from the
network until repairs are complete.
Complete the following procedures to promote the Standby server to active

mode, to put your contact center back into operation:
1. Ensure the failed server is disconnected from the network
2. Promote Server B
3. Confirm the mode of Server B
4. Associate the new reporting server
5. Configure the external Web server
6. Configure the Contact Center Agent Desktop
7. Disable the failed server
8. Confirm the Multimedia services
ATTENTION
When the Active server fails, and you use the current Standby
server for contact handling, you do not have a functional
Standby server if another failure occurs.

Step 1. Ensure the failed server is

disconnected from the network
If the Active server (Server A) fails, you must ensure the failed server is
disconnected from the network.

Do not reconnect this server to the network until the
Multimedia services are disabled. The services are disabled in
Step 7. “Disable the failed server” on page 991.
Disconnecting the server

Disconnect the failed Active server from the network to prevent both Server A
and Server B from running in active mode at the same time.

Step 2. Promote Server B
Use the Multimedia Administrator tool on the Standby server to promote it to

active mode.
1 Log on to Server B.
2 On Server B, click Start > All Programs > Nortel Contact Center >
Multimedia Server > CCMM Administrator.

4 Click Login.
Result: The Administrator window appears.
5 Expand Contact Center Multimedia - STANDBY MODE.


7 Double-click Server Promotion.

Result: The Server Promotion window appears.
8 Click Begin.
promotion process, and confirms that you want to proceed with the server
promotion.
9 Click Yes.
Result: After Stage 1 of the Promotion process is complete, a confirmation
window appears.

10 Click OK.
Result: The Server Promotion window appears for Stage 2. The
instructions under Stage 2 are a reminder of the activities you must
complete. Follow the instructions in this guide to promote the Standby
server.
11 Click Finish.
Result: A message dialog box indicates the services on Server B are
restarted automatically. After the promotion process is complete, the text at
the bottom of the Server Promotion window reads, “The Promotion process
was successful.” If the services do not restart, you must restart them
manually using the CCMM Service Control Utility.
12 Click Close to close the Server Promotion window.

Step 3. Confirm the mode of Server B
Perform the following steps to confirm Server B is active.

Center Multimedia.
5 Confirm that the Contact Center Multimedia Server is the name of

Server B. The Contact Center Multimedia Standby server is not currently
configured.
Confirming the e-mail attachment folders



4 Under Attachment Files, check the path names. Do one of the following:
If the path names show the name of Server B, the paths are correct.
Click Cancel.
If the path names show the name of Server A, the paths are incorrect.
Update the inbound and outbound e-mail attachment shared folder
names to show the name of Server B, and click Save.
5 Close the Contact Center Multimedia Administrator application.

Step 4. Associate the new reporting server
You must update Contact Center Manager Server so that Server B is correctly
assigned as the associated reporting server.
1 Log on to the Contact Center Manager Administration server.
<CCMA_ServerName> is the name of the server where Contact Center
Manager Administration is installed.

4 Below the Server menu, select the Contact Center Manager Server with
which you want to associate Server B, right-click, and then click Edit
Properties.
5 Under Associated Reporting Servers, click the Select box next to

Server B.
6 Under Associated Reporting Servers, ensure the Select box next to
Server A is cleared.
7 Click Submit.
8 On the Launchpad menu, click Logout.

Step 5. Configure the external Web server
If you have an external Web server in your contact center, you must update two
files and remove the cached files.
The following procedure describes how to perform the update for .jsp files with
Apache Tomcat. If you are using a different servlet engine (for example, JRun or
WebLogic), or a different technology (ASP.NET), you must use the standard
procedures for your environment.
The folders CI_Sample_Website and WebComms are the folders in the sample
customer Web installation. Your custom interface folders can use different
names. Ensure that you use the folder names in your installation to locate the
web.xml and .jsp files. For more information, see Appendix , “Using the Web
1 Stop Apache Tomcat using the following steps:
a. On the Start menu of your external Web server, click All Programs >
Administrative Tools > Services.
b. Right-click Apache Tomcat service, and click Stop.
2 On the external Web server, navigate to the folder
..\webapps\CI_Sample_Website\WEB-INF.
3 Open the web.xml file in Notepad, or another text editor.
4 Locate the text string <param-name>CCMM_HOSTNAME</param-name>.
The following text string is <param-value>Server A</param-value>, where
Server A is the name of your Active server.
5 In the <param-value> line, replace the name of the Active server with the
name of the Standby server. You are replacing the name of Server A with
the name of Server B.
6 Save the file.
7 Close the file.
..\webapps\WebComms\WEB-INF.
9 Open the web.xml file in Notepad, or another text editor.


12 Save the file.
13 Close the file.
14 Delete all files in the following folders:
..Program Files\Apache Software Foundation\Tomcat
5.5\work\Catalina\localhost\CI_Sample_Website\org\apache\jsp
5.5\work\Catalina\localhost\WebComms\org\apache\jsp\jsp
15 Start Apache Tomcat.
a. On your external Web server, click Start > All Programs >
b. Right-click Apache Tomcat service, and click Start.

Step 6. Configure the Contact Center Agent

Desktop
Inform your agents who use the Contact Center Agent Desktop or Outbound
Campaign Management Tool to connect to Server B.
While your contact center is using Server A, the agents access the desktop
application using the URL http://Server A/agentdesktop/ccad.exe. While Server
B is running as the Active server, agents must use http://Server B/agentdesktop/
ccad.exe, where Server B is the name of your server.

Step 7. Disable the failed server
You must disable the following services on Server A before you reconnect it to
the network.
CCMM OAM Service
Disabling the services

1 On Server A, click Start > Administrative Tools > Services.
Result: The Services window appears.
2 Select the CCMM Email Manager Service.

3 Right-click and choose Properties.

Result: The Services Properties dialog box appears.
4 In the Startup type box, select Disable.

5 Click Apply.
6 Click OK.
7 Repeat steps 2 to 6 for each of the following services:
CCMM OAM Service
8 Close the Services window.
After you disable these Contact Center Multimedia services, you can reconnect
the server to the network.

Control Utility.
2 Ensure the services are all running or stopped according to the table below.
service.
4 Close the CCMM Service Control window.
The following table shows the status of the services on each server when
Server A is disabled and Server B is the Active server:
Caché Controller for Nortel stopped running
CCMM Email Manager Service disabled running
CCMM License Service stopped running
CCMM Manager Client Service disabled running
CCMM OAM Service disabled running
CCMM Outbound Scheduler Service disabled running

CCMM Starter Service stopped running
What is next?
Nortel recommends that you create a backup of Server B now. If you cannot
create a backup of Server B, you must schedule a backup as soon as possible.
After you back up Server B, note the current journal file and date of the backup.

After your failed server is fixed or replaced, you can reconfigure the repaired
server as the Primary server. For instructions, see Section C: “Restoring CCMM
servers to original configuration,” on page 1011.

Section B: Switching to Standby for a

planned change
In this section
Overview 996
Step 1. Disconnect Server A from the network 997
Step 2. Promote Server B 998
Step 6. Disable Server A 1007
Step 7. Confirm the Multimedia services 1009

Overview
If you plan to use the Standby server while you perform maintenance on the
Active server, you must perform some steps to manually configure your Standby
server (Server B) to run in active mode. When Server B is running in active
mode, all incoming contacts are routed to it. Server A is removed from the
network until upgrades are complete.
Complete the following procedures to promote Server B to active mode and

bring your contact center back into operation:
1. Disconnect Server A from the network
2. Promote Server B
3. Associate the new reporting server
4. Configure the external Web server
5. Configure the Contact Center Agent Desktop
6. Disable Server A
7. Confirm the Multimedia services
ATTENTION
When the Active server fails, and you use the current Standby
server for contact handling, you do not have a functional
Standby server if another failure occurs.

Step 1. Disconnect Server A from the network
To disable the Primary server for upgrades, you must disconnect the Active
server from the network.

Do not reconnect this server to the network until the
Multimedia services are disabled. The services are disabled in
Step 6. “Disable Server A” on page 1007.
Disconnecting the server

Disconnect the failed Active server from the network to prevent both Server A
and Server B from running in active mode at the same time.
The data restored from Server A includes configuration

information about running Server B as an Active server.
Only one Multimedia server can run as an Active server at a
time. You must perform Step 2. “Promote Server B” on
page 998 before restarting the services on Server A.

Step 2. Promote Server B
Use the Multimedia Administrator tool on the Standby server to promote it to

active mode.
1 Log on to Server B.

4 Click Login.
Result: The Administrator window appears.
5 Expand Contact Center Multimedia - STANDBY MODE.


7 Double-click Server Promotion.

Result: The Server Promotion window appears.
8 Click Begin.
promotion process, and confirms that you want to proceed with the server
promotion.
9 Click Yes.
Result: After Stage 1 of the Promotion process is complete, a confirmation
window appears.

10 Click OK.
Result: The Server Promotion window appears for Stage 2. The
instructions under Stage 2 are a reminder of the activities you must
complete. Follow the instructions in this guide to promote the Standby
server.
11 Click Finish.
Result: A message dialog box indicates the services on Server B are
restarted automatically. After the promotion process is complete, the text at
the bottom of the Server Promotion window reads, “The Promotion process
was successful.” If the services do not restart, you must restart them
manually using the CCMM Service Control Utility.
12 Click Close to close the Server Promotion window.

You must update Contact Center Manager Server so that Server B is correctly

4 Below the Server menu, select the Contact Center Manager Server that
you want to associate Server B with, right-click, and then click Edit
Properties.

Server B.
Server A is cleared.
7 Click Submit.
8 Close the Contact Center Manager Administration application. On the
Launchpad menu, click Logout.

c. Close the services window.
3 Open the web.xml file in Notepad or another text editor.
6 Save the file.
7 Close the file.


12 Save the file.
13 Close the file.
5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp
5.5\Catalina\localhost\WebComms\org\apache\jsp
15 Start Apache Tomcat using the following steps:


Desktop
Campaign Management Tool to connect to Server B.
While your contact center is using Server A, the agents access the desktop
application using the URL http://Server A/agentdesktop/ccad.exe. While Server
B is running as the Active server, agents must use http://Server B/agentdesktop/
ccad.exe, where Server B is the name of your server.

Step 6. Disable Server A
You must disable the following services on Server A before reconnecting it to

the network.
CCMM OAM Service




5 Click Apply.
6 Click OK.
CCMM OAM Service
After you disable the Contact Center Multimedia services, you can reconnect the
server to the network.

Control Utility.
2 Ensure the services are all running or stopped according to the preceding
table.
service.
Server A is disabled and Server B is Active:
Caché Controller for Nortel stopped running
CCMM Email Manager Service disabled running
CCMM License Service stopped running
CCMM Manager Client Service disabled running
CCMM OAM Service disabled running
CCMM Outbound Scheduler Service disabled running

CCMM Starter Service stopped running
What is next?
Nortel recommends that you create a backup of Server B. If you cannot create a
backup of Server B, you must schedule a backup as soon as possible. Before you
back up Server B, note the current journal file and date of the backup.

To reconfigure Server A as the Active server and Server B as the Standby server,
see Section C: “Restoring CCMM servers to original configuration,” on page
1011.

Section C: Restoring CCMM servers to

original configuration
In this section
Overview 1012
Step 1. Ensure users are disconnected 1014
Step 2. Stop and disable Multimedia services on Server B 1015
Step 3. Backup Server B 1019
Step 4. Stop the shadowing process on Server B 1026
Step 5. Update the server details 1031
Step 6. Demote Server B 1033
Step 7. Stop the services on Server B 1037
Step 8. Stop and disable Multimedia services on Server A 1038
Step 9. Restore the backup to Server A 1042
Step 10. Record the journal file 1045
Step 11. Update the server details for Server A 1047
Step 12. Update the e-mail attachment folders 1050
Step 13. Enable the services on Server A 1051
Step 14. Restart services on Server A 1053
Step 18. Start the services on Server B 1059
Step 19. Update the e-mail attachment folders 1060
Step 20. Set shadowing on Server B 1061
Step 21. Enable the services on Server B 1067

Overview
After the failure on Server A is corrected, or the upgrade is complete, you can
reconfigure Server A to run as the Active server and Server B to run as the
Standby server.
This section describes both the configuration of Server A and Server B. If you
only want to configure Server A as an Active server, you can omit any steps on
Server B after you demote Server B.
Before this process begins, in your contact center, Server B is running in active
mode, and server A is not running.
ATTENTION
You must perform this process during a low activity period
because it involves disabling services on your current active
server while switching Server A to the active server.
Here is a detailed overview of the steps you must perform:
On Server B, perform the following steps to prepare the server to be taken out of
service:
Ensure users are disconnected
Stop and disable Multimedia services on Server B
Backup Server B
Stop the shadowing process on Server B
Update the server details
Demote Server B
Stop the services on Server B
On Server A, perform the following steps to restore the database from Server B
and make Server A active:
Stop and disable Multimedia services on Server A
Restore the backup to Server A
Record the journal file

Update the server details for Server A

Update the e-mail attachment folders
Enable the services on Server A
Restart services on Server A
Perform the following steps on other components of the contact center

Associate the new reporting server
Configure the external Web server
Configure the Contact Center Agent Desktop
On Server B, perform the following steps to make Server B operate in Standby

mode:
Start the services on Server B
Update the e-mail attachment folders
Set shadowing on Server B
Enable the services on Server B
On both servers, verify the services:

Confirm the Multimedia services

Step 1. Ensure users are disconnected
You must inform all users who are connected to server B in your contact center
that they must disconnect from the Contact Center applications. Agents who are
using Contact Center Agent Desktop, and administrators who are using the
Outbound Campaign Management Tool or Multimedia Administrator must exit
all applications while you are returning the contact processing to Server A.
ATTENTION
You must perform this process during a low activity period
because it involves disabling services on your current active
server while switching Server A to the active server.
Disconnecting from Contact Center Agent Desktop

1 Complete all of the current contacts.
2 Click Logged In on the telephone toolbar.
3 Close the browser window.
Closing the Outbound Campaign Management Tool

Close the Contact Center Outbound window.
Closing the Multimedia Administrator

On the File menu, click Exit.

Step 2. Stop and disable Multimedia services

on Server B
You must stop all Multimedia services and then disable some of the Multimedia
services after all users are disconnected from the server.
Stopping the Multimedia services


Caché Controller
CCMM E-mail Manager

CCMM Manager Client

CCMM OAM
CCMM Starter
Disabling Multimedia services

You must disable the following services on Server B so that they do not start
again.
CCMM OAM Service
ATTENTION
The Caché Controller, CCMM License Manager and CCMM
Starter services must remain enabled.

1 On Server B, click Start > Administrative Tools > Services.




5 Click Apply.
6 Click OK.
CCMM OAM Service

Step 3. Backup Server B
To back up the database and e-mail attachments, you must first start the CCMM
License Manager service and the CCMM Starter service. Then you must create a
destination for the backup, if you have not already.
For more information about backing up files, see Chapter 16, “Maintaining the
database.” It takes about 5 minutes to back up 1 GB of data from the Multimedia
database.
You must back up the current Multimedia database from Server B to a location
that is accessible from Server A.
Starting the License Manager and Starter services

You must start the CCMM License Manager service and the CCMM Starter
service. The CCMM Starter service in turn, starts the Caché Controller service.
2 Under each of the following services, click Start.
CCMM Starter

You can back up the database to a file in one of the following locations:
a mapped drive on a network
a backup tape
If you are backing up e-mail attachments, you cannot backup your server on
tape.

following:



h. Give full permissions to your current user account on the Multimedia

server.
i. Click Apply.
j. Click OK.
steps:
b. Click Add.
to your current user account on the Multimedia server.
d. Click Apply.
e. Click OK.


Tip: If you created a user account specifically for mapping drives, you need
to select the Connect using a different user name check box before
adding the mapped folder.
To back up your database on tape

1 Ensure a tape drive is present on your server.
2 Insert a blank tape into the tape drive.
Backing up the database and e-mail attachments


3 Click Login.


7 Click Backup.

Note: You can only back up your e-mail attachments to a mapped
networked drive. Be sure that your networked drive contains enough space.

the file name, click Browse, and then select the desired file name.
IF THEN

backup, and a subfolder is CCMM_backup, you
browse to X:\CCMM_backup\.
tape0.)
10 Ensure that you clear the Do not backup E-mail Attachments check box.
matches the e-mail attachment folders on your Primary server. Click
Browse to change the path of the e-mail attachment folders.
Result: A reminder box appears to remind you of what you are backing up
with the utility.
If the backup of the Multimedia database is successful, you see “Backup
complete” in the backup.txt log file. If the backup of e-mail attachments is
successful, you see the number of files copied.


Step 4. Stop the shadowing process on

Server B
In your contact center, Server B was configured to run in standby mode and the
shadowing process was configured when the Standby server software was
installed on Server B. While Server B was running in active mode, the
shadowing process was not used. The current journal file configured on Server B
is out of date. You must remove the journal file to prevent the shadowing process
from starting with this incorrect journal file. Use the steps below to replace the
old journal name.
Clearing the journal file name

Multimedia Server > Caché Control Panel.

User: NNCCADMIN
Password: 20NnCc04

3 Click OK.
4 Expand Shadowing.


appears.
7 In the Database server journal file box, delete the Database server
journal file.
8 In the Database server journal file box, type .. (dot dot).
Result: The database shadowing is stopped while you restore Server A as
the active server.
9 Click OK.
10 If you are asked for the user name and password for the Caché Control


select Properties.
appears.
12 In the Database server journal file box, delete the Database server
journal file.
13 In the Database server journal file box, type .. (dot dot).
Result: The database shadowing is stopped while you restore Server A as
the active server.

14 Click OK.

Step 5. Update the server details
At this time, the Contact Center Multimedia Server is Server B, and the Contact
Center Multimedia Standby server is <NOT INSTALLED>.
You must configure the servers in the Server Settings window to reflect the
configuration you want.
Perform the following steps to confirm the Server A is in active mode.
ATTENTION
If you receive an error about licensing, restart the License
Manager service.

1 Log in to the Contact Center Multimedia Administrator.
2 On Server B, in the Contact Center Multimedia Administrator window,
expand Contact Center Multimedia.
6 In the Server Settings window, click Contact Center Multimedia Server to
select it.

7 Click Edit.
8 In the Server Name box, change the name of the Standby server to the
name of Server A.
9 In the Server Port box, change the port number of the server as required.
The default server port is 1972.
10 To change the MCMC event port number, type the new number in the
MCMC Event Port box. The default MCMC event port number is 7999.
11 Click Save.
12 Click OK to accept.
Result: The Server Settings window is updated.
13 Click Close to close the Server Settings window.
What’s Next?
Perform some required steps on Server B to ensure that it is no longer being used
as an active server.

Step 6. Demote Server B
On Server B, the services are disabled. You must demote the server before the
services are activated to allow Server B to run in standby mode.
Demoting the Standby server

You must use the Multimedia Administrator tool to demote the server to Standby
mode.
1 Log on to the Standby server.
3 Type your default user ID and password.

User ID: SysAdmin
Password: _ _ ccmm!

4 Click Login.
7 Double-click Server Demotion.
Result: The Server Demotion window appears.

8 Click Begin.
demotion process, and confirms that you want to proceed with the server
demotion.
9 Click Yes.
Result: After Stage 1 of the demotion process is complete, a confirmation
window appears.

10 Click OK.
Result: The Server Demotion window appears as follows. The instructions
under Stage 2 are a reminder of the activities you must complete. Follow
the instructions in this guide to demote the Active server.
11 Click Finish.
Result: A message dialog box appears indicating the services on Server B
are restarted automatically. After the demotion process is complete, the text
at the bottom of the Server Demotion window reads, “The Demotion
process was successful.” If the services do not restart, you must restart
them manually using the CCMM Service Control Utility.
12 Click Close to close the Server Demotion window.
Result: A Demotion Completed message box appears.
13 Click OK.

Step 7. Stop the services on Server B
You must stop all running Multimedia services to ensure Server B is not running
while you configure Server A to be the Active Server.

2 Ensure the following services are stopped:
Caché Controller
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
What is next?
Server B is now disabled and no services are running. It is time to return
Server A to active mode.

Step 8. Stop and disable Multimedia services

on Server A
You must stop all Multimedia services and then disable some of the Multimedia
services on Server A.
If your Server A failed, or you upgraded the server, the services might already be
stopped or disabled. Perform the following procedures to stop or disable any
remaining services on your server.

1 On Server A, click Start > All Programs > Nortel Contact Center >

Caché Controller
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter

You must disable the following services on Server A so that they do not start
again.
CCMM OAM Service
ATTENTION
The Caché Controller, CCMM License Manager and CCMM
Starter services must remain enabled.





5 Click Apply.
6 Click OK.
CCMM OAM Service

Step 9. Restore the backup to Server A
Before you begin restoring your database, ensure that Server A is connected to
the network. You must start the CCMM License service, CCMM Starter service
and Caché Controller service, on Server A before beginning to restore the
database and e-mail attachments.
Starting the CCMM License Manager and CCMM Starter services

CCMM Starter
Restoring the Multimedia database to Server A

3 Click Login.

6 Select Backup/Restore Utility.

7 Click Restore.
8 Beside Restore from, select the type you used to back up the database

9 In the Database box, select the file name for your backup file. Click Browse
Note: You must restore the e-mail attachments on the Standby server for it
to function correctly if the Active server fails. You must restore the e-mail
attachments to the same location from where they were backed up.
Result: A confirmation box appears with the correct location prepopulated.
10 Click OK to confirm the location to restore the e-mail attachments.
Result: A confirmation box appears with the correct restore location
populated.
12 Click Yes to proceed with the restoration of data files.
Result: A reminder dialog box appears to identify what is restored.
13 Click OK.
14 Click Close.
15 Click Close to close the Backup utility.
16 On the Utilities menu of the Multimedia Administrator, click Log in as new
user.
Result: You are logged off the Multimedia Administrator and the Login
window appears.
18 Click Login.

Step 10. Record the journal file
At this time in this procedure, you have backed up Server B and restored the data
on to Server A. Server A is about to start processing contacts and writing the
information to journal files. You must record the journal file on Server A in
order to configure Server B to run in standby mode.
Determining the current database journal file

Multimedia Server > Caché Control Panel.

User: NNCCADMIN
Password: 20NnCc04
3 Click OK.
Result: The Caché Control Panel appears.

4 In the left pane, click Journaling.

Result: The right side of the Caché Control Panel shows the journal files.
The latest journal file appears in green. The current journal file is also listed
in the status bar at the bottom of the window. The current journal file has
the latest date and the highest extension number.
5 Record the file name and full path of the journal file.

Step 11. Update the server details for Server A
At this time, the Contact Center Multimedia Server is Server B, and the Contact
Center Multimedia Standby server is <NOT INSTALLED>.
You must configure the servers in the Server Settings window to reflect the
configuration you want.
Perform the following steps to confirm the Server A is in active mode.
ATTENTION
If you receive an error about licensing, restart the License
Manager service.

1 Log in to the Contact Center Multimedia Administrator.
2 On Server A, in the Contact Center Multimedia Administrator window,
expand Contact Center Multimedia.
6 In the Server Settings window, click Contact Center Multimedia Server to
select it.

7 Click Edit.
8 In the Server Name box, change the name of the Contact Center
Multimedia server to the name of Server A.
11 Click Save.
12 In the Server Settings window, click Contact Center Multimedia Standby
to select it.
13 Click Edit.
14 In the Server Name box, type the name of the Server B.

15 In the Server Port box, type the port number for the Multimedia Standby
16 Click Save.
server.
Result: The Server Settings window is updated.

Step 12. Update the e-mail attachment folders
You must ensure that the e-mail attachment folders point to Server A.
4 Under Attachment Files, replace the inbound and outbound e-mail
attachment shared folder names to show the name of Server A, and click
Save.
Result: The e-mail attachment folders are updated.
5 Close the Contact Center Multimedia Administrator.

Step 13. Enable the services on Server A
You must enable the remaining services on Server A before it can be the Active
server.
CCMM OAM Service
Enabling the services



4 In the Startup type box, select Automatic.

5 Click Apply.
6 Click OK.
CCMM OAM Service

Step 14. Restart services on Server A
You must all the services on Server A to process Multimedia contacts. Some of
the processes are started automatically, but a few services must be started
manually.
Starting the Multimedia services

You must start the CCMM License Manager service and the CCMM Starter
service. The CCMM Starter service, starts all of the other services.
CCMM Starter
Result: The following services start automatically:
Caché Controller
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
3 If the services do not start automatically, use the CCMM Service Control
window to start the service.

You must update Contact Center Manager Server so that Server A is correctly

4 Below the Server menu, select the Contact Center Manager Server with
which you want to associate Server A, right-click, and then click Edit
Properties.

Server A.
Server B is cleared.
7 Click Submit.

The following text string is <param-value>Server B</param-value>, where
Server B is the name of your Standby server.
name of the Standby server. You are replacing the name of Server B with
the name of Server A.
6 Save the file.
7 Close the file.


The following text string is <param-value>Server B</param-value>, where
Server B is the name of your Standby server.
name of the Standby server. You are replacing the name of Server B with
the name of Server A.
12 Save the file.
13 Close the file.


Desktop
Campaign Management Tool to connect to Server A.
While your contact center is using Server B, the agents access the desktop
application using the URL http://Server B/agentdesktop/ccad.exe. While Server
A is running as the Active server, agents must use http://Server A/agentdesktop/
ccad.exe, where Server A is the name of your server.
What’s next?
A few more steps to configure Server B as a Standby server.

Step 18. Start the services on Server B
Start the CCMM License Manager and CCMM Starter services to begin
configuring Server B as the Standby server. Ensure that all services are set to
Manual or Automatic before beginning this step.
CCMM Starter
Result: The following services start automatically:
Caché Controller
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
3 If the services do not start automatically, use the CCMM Service Control
window to start the service.

Step 19. Update the e-mail attachment folders
You must ensure that the e-mail attachment folders point to the current server.
1 On Server B, in the Multimedia Administrator tool, expand Contact Center
Multimedia.
4 Under Attachment Files, replace the inbound and outbound e-mail
attachment shared folder names to show the name of Server B, and click
Save.
Result: The e-mail attachment folders are updated.

Step 20. Set shadowing on Server B
The Multimedia server uses journal files to apply the same updates to the
Standby server that are on the active Multimedia server. After you select the
correct journal file, you ensure the Standby server reads the correct journal file
on the active Multimedia server and makes all changes made on the active
Multimedia server since the last backup. You must use the journal file you
recorded in Step 10. “Record the journal file” on page 1045. After the journal
file is configured, the Standby server reads all subsequent journal files from the
Active server and the servers are synchronized.
ATTENTION
If you select the wrong journal file, you can lose data.
Selecting the correct journal file

Center > Multimedia Server > Caché Control Panel.

User: NNCCADMIN
Password: 20NnCc04

3 Click OK.
4 Expand Shadowing.


appears.

If you are asked for the user name and password for the Caché Control
ATTENTION
navigate to the correct journal file on the Active server.
in Step 10. “Record the journal file” on page 1045.
9 Click OK.
10 Right-click PrimaryServerAttachments, and select Start.
server.


select Properties.
appears.
ATTENTION
navigate to the correct journal file from the Active server.
in Step 10. “Record the journal file” on page 1045.
15 Click OK.
16 Right-click PrimaryServerData, and select Start.


server.
It can take a few minutes to synchronize the data, depending on the activity on
your Active server.

Step 21. Enable the services on Server B
You must enable the services on Server B in order for it to act as a Standby
server.
CCMM OAM Service
Enabling the services

1 On Server B, click Start > Administrative Tools > Services.


4 In the Startup type box, select Automatic.

5 Click Apply.
6 Click OK.
CCMM OAM Service

You can check the services on each server using the CCMM Service Control
Utility.
2 Ensure the services are all running or stopped according to the preceding
table.
service.
Server A is the Active server and Server B is the Standby server:
Caché Controller for Nortel running running
CCMM Email Manager Service running stopped
CCMM License Service running running
CCMM Manager Client Service running stopped
CCMM OAM Service running stopped
CCMM Outbound Scheduler Service running stopped

CCMM Starter Service running running
What is next?
You are done. Your servers are now both running. Server A is the current Active
or Primary server, and Server B is the Redundancy or Standby server.


part 4
Maintaining the Multimedia/
Outbound server

March 2008

Chapter 10
Configuring outbound settings and

routing
In this chapter
Overview 1074
Log on to the Multimedia Administrator 1075
Configure skillsets 1076
Configure the outbound scheduler 1078

Configuring outbound settings and routing Standard 7.23
Overview
You can use the Multimedia Administrator to configure the skillsets, timers and
other settings for outbound contacts.
If you are not licensed for outbound contacts, continue with Chapter 11,
“Configuring e-mail settings and routing.”

March 2008 Configuring outbound settings and routing
Log on to the Multimedia Administrator
2 In the User ID box, type your user identification (for example, SysAdmin).
3 In the Password box, type your password. Use a user ID and password
4 Click Login.

Configure skillsets
If you add skillsets in the Contact Center Manager Administration, and want to
use the skillsets to route outbound contacts, you must first configure a route
point for each skillset.
Assigning a route point to a skillset

1 In the Contact Center Multimedia Administrator application, expand
3 Double-click Skillset Settings.
4 Select the skillset for which you want to assign a route point.

March 2008 Configuring outbound settings and routing
5 Click Edit.
skillset.
7 Click Save.
window.

Configure the outbound scheduler
You can configure the global setting for the length of time you want the
Outbound Scheduler to wait between presenting outbound contacts to the
Contact Center Manager Server. You must be licensed for outbound contacts to
configure the outbound scheduler.
The default sleep time is 60 seconds.
Configuring the sleep time

2 Expand Outbound Administration.
3 Double-click Outbound Scheduler Configuration.
Result: The Outbound Campaign Scheduler Configuration window
appears.
4 In the Sleep Duration box, type the number of hours and minutes you want
to wait between presenting outbound contacts to the Contact Center
Manager Server.

Chapter 11
Configuring e-mail settings and

routing
In this chapter
Overview 1080
Create a recipient mailbox 1084
Configure inbound e-mail settings 1088
Configure outgoing mailbox settings 1092
Configure rules 1101
Configure a rule for multiple mailboxes 1124
Configure closed reasons 1139
Configure e-mail for Asian languages 1142

Configuring e-mail settings and routing Standard 7.23
Overview
You can use the Multimedia Administrator to configure the servers, general
settings, inbound and outbound e-mail settings, rules, and other properties in
Contact Center Multimedia/Outbound that are required for routing e-mail
messages.
If you are not licensed for e-mail contacts, continue with Chapter 13,
“Configuring the Contact Center Agent Desktop.”

March 2008 Configuring e-mail settings and routing
4 Click Login.
Logging off of the Multimedia Administrator

To log off the Multimedia Administrator, click File > Exit.

Configure skillsets
If you add skillsets in Contact Center Manager Administration, and want to use
the skillsets in rules, you must first configure a route point for each skillset.

4 Select a skillset for which you want to assign a route point.

5 Click Edit.
skillset.
7 If applicable, type an auto-signature for the skillset.
Note: An auto-signature is text that is automatically added at the bottom of
an outgoing message. For example, you can encourage customers to visit
your customer support Web site by adding the URL and other promotional
information or disclaimer text to every message.
8 Click Save.
window.

Create a recipient mailbox

server.


3 Double-click Recipient Addresses.

4 In the Mailbox Name box, type the name of a mailbox set up the e-mail
server.
Note: Mailbox names are case-sensitive. You must type the mailbox name
exactly as it appears on your e-mail server.

domain in the format: domain\user (pre-Windows 2000) or user@domain

(post-Windows 2000) in the Mailbox Name box.
Name box type sales, and in the E-mail Domain box type nortel.com.
box.
From address (for example, sales department).
selected.
selected.
e-mail.
your e-mail server, and you are using aliases, you log on to the SMTP

that it hosts. For more information about configuring more e-mail servers,
see the Multimedia Administrator online Help.
15 Click Save.

Configure inbound e-mail settings
You can perform this optional configuration if you are licensed for e-mail
contacts.
You can configure optional e-mail settings, such as:

how frequently you scan the e-mail server for new messages
where the attachments are stored
what text is searched when you use keywords for rules
Configuring the e-mail settings

Use the E-mail Configuration window to configure these settings:
The Mailbox Scan Interval is the interval between the scans are made to
the e-mail server to check for new e-mail messages. The default value is 60
seconds.
The Attachment Files are the locations on the Contact Center Multimedia
server where the attachments to e-mail messages are stored. A URL is
provided for agents to access the folder on the Web server. These values are
provided by default.
To change these folder names, you must ensure that the new folder exists on
the file system with the correct path to the folders, the folder is shared, a
parallel IIS virtual folder is created, and that all of the permissions are
correct. No verification is performed in the Multimedia Administrator
application to ensure that the new values are correct, so the values need to
checked carefully. The default values for the folder, where <Servername> is
the name of the Contact Center Multimedia/Outbound server, are:
Inbound URL: http://<Servername>/inboundattachment
Inbound Share: \\<Servername>\inboundattachment
Outbound URL: http://<Servername>/outboundattachment

Outbound Share: \\<Servername>\outboundattachment
ATTENTION
locations defined during installation. If required, you can
choose a different location for the inbound and outbound
shared e-mail folders. If you choose a different location,
you must ensure that you:
Create the inbound e-mail attachment folder with the
path MailAttachments/Inbound.
Create the outbound folder with the path
MailAttachments/Outbound.
Configure the NTFS access to the inbound and
outbound folders for CCMMOPSUSR and
IUSR_<Servername>.
locations in the Multimedia Administrator application.
The Auto-Number Outgoing E-mail is the customer identification number

and contact identification number and can optionally be included in the
message subject of all e-mail messages.
For example, the e-mail subject contains RE: Enquiry [<AD1234>]
{5555}, where AD denotes the email was sent by the agent desktop, 1234 is
the customer id and 55555 is the contact id. In the case where a thread of
conversation occurs, the format is RE: Enquiry [<AD1234>] {5555}
{55556}.
The Include E-Mail Body in Keyword Search specifies the keyword
search for rules is applied to both the subject and the body of the e-mail
message. You can also select the number of characters in the e-mail
message you want to search.

To configure the e-mail settings

1 In the Multimedia Administrator application, expand Contact Center
Multimedia.
4 To configure a different Mailbox Scan Interval, type the time in minutes or

seconds.
5 To change the Attachment Files locations, type the new path into the fields
provided.
6 Select or clear the Auto-Number Outbound E-Mail.check box. If the check
box is checked, the customer identification number is included in the
message subject of all e-mail messages.
7 Select or clear the Include E-Mail Body in Keyword Search check box. If
the check box is checked, the keyword search for rules is applied to both
the subject and the body of the e-mail message. You can also select the
number of characters in the e-mail message you want to search.

8 Click Save.

Configure outgoing mailbox settings
Configure outgoing e-mail mailbox settings to identify who is responding to the

customer’s e-mail message. For outgoing e-mail, you can also change the
encoding of the message.
The response can contain the e-mail address to which the customer sent the
original e-mail message, or a general corporate e-mail address that is configured
for each skillset.
Agent-initiated messages are always sent from an e-mail address associated with
a skillset.
Note: E-mail messages must be relayed through the e-mail server, not forwarded
to another party if managing e-mail messages on behalf of an external source.
Sending e-mail messages preserves the original To address which is used for e-
mail rule administration and outgoing e-mail addresses.
Configuring the outgoing mailbox for responses

Multimedia.

3 Double-click Outgoing E-mail.

Result: The Outgoing E-mail Configuration window appears.
4 Select a skillset.

5 Click Set Mapping.

Result: The Outgoing E-mail Mapping window appears.
6 Do one of the following:

To send customer responses from an address specified for the skillset,
do the following:
Click Send both Agent-initiated Contacts and Customer

Responses from this E-mail address.
In the box, select the e-mail address for the outgoing e-mail. This e-
mail address must be defined as a mailbox on the E-mail Manager.
To send customer responses from the address that the customer used,
do the following:
Click Respond to Customer Contacts with the Recipient address of

the original e-mail.
In the box, select the e-mail address for the outgoing e-mail for agent-
initiated e-mail messages. This e-mail address must be defined as a
mailbox on the E-mail Manager.

7 Click Save.
Result: The changes appear in the Skillset to Mailbox Mappings tab of the
Outgoing E-mail Configuration window.
Selecting barred e-mail addresses

You can bar e-mail addresses from the E-mail Manager. The E-mail Manager
does not send an e-mail message to an address that appears on the barred list.
1 In the Outgoing E-mail Configuration window, click Barred Outgoing
Addresses.
Result: The new page appears.

2 To add a new barred address, click New.

Result: The New Barred E-mail Address window appears.
3 In the Address box, type the e-mail address that must be barred.
4 Click Save to save the new barred address.
5 Click Close to close the Outgoing E-mail Configuration box.
Configuring encoding for outgoing e-mail

The Contact Center Multimedia E-mail Manager is designed to reply to an e-
mail message using the same character set as the inbound e-mail. For example, if
an e-mail arrives to the contact center with Latin-1 encoding, the reply from the
agent desktop or the auto-response is sent in Latin-1. The purpose of the design
is to ensure that the customer e-mail client can understand the format of the
message sent from the contact center.
If the customer sends an e-mail in English and receives either an agent response
or an auto-response in another character set, there is no way to know if the
customer e-mail client can decode the new character set. Nortel recommends
that if you use an auto-response, you use the rules capability to search for words
in the expected languages (for example, Japanese or English) to ensure that an
auto-response sent matches the language of the inbound e-mail.
If the original e-mail is encoded with the Latin 1 characterset (ISO-8859-1), you
can choose to reply in Latin 9 character set (ISO-8859-15) to provide support for
the Euro Currency Symbol. The Euro Currency Symbol is not included in the
Latin 1 character set, instead, it is represented by a question mark (?). Not all
recipients understand the Latin 9 character set, and the reply e-mail can be
perceived as a blank e-mail. Nortel recommends that only contact centers in
Europe use Latin 9 encoding.

Select one of the following types of coding, as required for your system:
US-ASCII American Standard Code for Information Interchange
windows-1250 Windows Eastern European
windows-1251 Windows Cyrillic
windows-1252 Windows Latin-1
windows-1253 Windows Greek
windows-1254 Windows Turkish
windows-1257 Windows Baltic
ISO-8859-1 Latin Alphabet No. 1 – Western European

Covers most Western European languages: Danish,
Dutch, English, Faeroese, Finnish, French, German,
Icelandic, Irish, Italian, Norwegian, Portuguese, Rhaeto-
Romanic, Scottish Gaelic, Spanish, and Swedish, Eastern
European Albanian, as well as the African languages
Afrikaans and Swahili. The Euro symbol and capital Ÿ
are in the revised version ISO 8859-15.
ISO-8859-2 Latin Alphabet No. 2 – Central European

Supports the Central and Eastern European languages that
use the Latin alphabet, including Bosnian, Polish,
Croatian, Czech, Slovak, Slovenian, and Hungarian. The
Euro symbol is in version ISO 8859-16.
ISO-8859-4 Latin Alphabet No. 4 – North European

Estonian, Latvian, Lithuanian, Greenlandic, and Sami.
ISO-8859-5 Latin/Cyrillic Alphabet

Covers mostly Slavic languages that use a Cyrillic
alphabet, including Belarusian, Bulgarian, Macedonian,
Russian, Serbian, and Ukrainian.

ISO-8859-7 Latin/Greek Alphabet

Covers the modern Greek language (monotonic
orthography). Can also be used for Ancient Greek written
without accents or in monotonic orthography, but lacks
the diacritics for polytonic orthography. These were
introduced with Unicode.
ISO-8859-9 Latin Alphabet No. 5

Largely the same as ISO 8859-1, replacing the rarely used
Icelandic letters with Turkish ones. It is also used for
Kurdish.

Added some characters for Baltic languages which were
missing from Latin-4 and Latin-6.

A revision of 8859-1 that removes some little-used
symbols, replacing them with the Euro symbol and the
letters Š, š, Œ, œ, and Ÿ, which covers the French, Finnish
and Estonian languages.
KOI8-R KOI8-R, Russian
UTF-8 Eight-bit UCS Transformation Format

UTF-16 Sixteen-bit UCS Transformation Format, byte order
identified by an optional byte-order mark
UTF-16BE Sixteen-bit Unicode Transformation Format, big-endian

byte order
UTF-16LE Sixteen-bit Unicode Transformation Format, little-endian

byte order
Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/

guide/intl/encoding.doc.html.

To change the encoding for the outgoing e-mail

Multimedia.
3 Double-click Outgoing E-mail Encoding.
Result: The Outgoing E-mail Encoding dialog box appears.
4 In the Encoding list, select the type of encoding you want to use.
5 To select the Latin 9 encoding for replies, select the Reply to Latin 1 as
Latin 9 check box.
Note: Nortel recommends that only contact centers in Europe use Latin 9
encoding.
6 Click Save.
7 Restart the CCMM Email Manager service by doing the following:

a. On the Windows Start menu of the Multimedia server, click All

Programs > Administrative Tools > Services.
b. Right-click CCMM Email Manager service, and click Restart.

c. Close the Service window.

Configure rules
Rules determine how a multimedia contact is to be routed based on information

about the e-mail message (inputs) and configurations in your contact center
(outputs).
A basic rule considers the first recipient address of the contact and can assign a
skillset. You can further enhance the routing by searching for specific keywords
in the body of an e-mail, or looking at who sent the message (sender address).
You can also enhance the routing by selecting additional output details for your
contact center, such as auto-responses. You can configure a maximum of 1000
rules.
If an e-mail message is sent to more than one recipient address, only the first rule
that is matched to the recipient list is executed. The autoresponses and skillset
assignment for the e-mail is based on the first matched recipient address.
Configuring additional rules is optional.
Example 1:
A magazine advertises an investment strategy. Customers can learn more about
the investment by sending an e-mail with “Good Investing” in the subject line to
a specific address. A rule can be created to search incoming e-mail messages for
“Good Investing.” If the e-mail subject line contains “Good Investing,” then a
brochure is sent to the customer. No interaction from an agent is required.
Example 2:
An e-mail arrives at the contact center from the most important client of the
contact center. A rule can be created to route this client’s contacts to a skillset
assigned to a highly specialized agent.

Understanding rule components
Rule inputs
Multimedia rules are based on the recipient address or the To address when the
e-mail arrives in the contact center. Rules apply to a recipient mailbox.
You can also add keywords and sender addresses to the input to further refine the
rule.
Keyword groups—A collection of related words for which the system
searches within the subject or the body of an e-mail.
Sender address groups—The originating address of the e-mail, or From
address, when the e-mail arrives in the contact center.
Rule outputs
Each rule must have one output that is assigned to a skillset. You can also
configure a contact type or a priority for the contact that matches the rule. You
can optionally close the contact, or add an auto-response or out of office
message, to the rule.
Placing the rules in a sequence

The first rule applied to each recipient mailbox is a copy of the system delivery
failure rule. The last rule applied to each recipient mailbox is a copy of the
default rule. The other rules, created by the administrator, can be in any order
between the delivery failure and default rules.

For rules that you create, the rule with the most specific constraints appears
second, after the delivery failure rule, and the rule with the least specific
constraints appears immediately before the default rule, which is last.
You can configure the sequence of the rules by selecting a rule in the list and
using the up or down arrow to move the rule.
You can also enable and disable each rule by selecting a rule in the list and using
the check mark or cross to enable or disable the rule.
Note: The default delivery failure rule and the default rule are always enabled
and you can not disable them.
Determining the status of a rule

Each rule is in one of the following states:
Enabled—The rule is executed if the contact matches the requirements of the

rule. It is black on the table.
Disabled—The rule is not executed, even if the contact matches the

requirements of the rule, because the rule is disabled. It is gray on the table.
Reset—The rule is executed if the contact matches the requirements of the rule;
however, the rule was reset, because the skillset used in the rule was deleted in
Contact Center Manager Administration. The default skillset,
EM_Default_Skillset, is assigned to the rule, and unexpected routing can occur.
The rule is red in the list of rules to warn the administrator of a change in the rule
definition. The rule returns to black when you change or open the skillset.
Creating a new rule

Create a new rule using the Rule Configuration Wizard.
3 Expand Rule Administration.

4 Double-click Rule Configuration Wizard.

Result: The Rules Configuration Wizard - Begin window appears.
5 Select Configure Individual Recipient Rules to create a rule.

6 Click Next.
Result: The Rule Configuration Wizard- Recipients window appears.

7 In the Rule Configuration Wizard, click Next.

Result: The Rule Configuration Wizard - Rules window appears.

8 Click New to configure a new rule.

Result: The Rule Configuration Wizard - Input Criteria window opens.
Configuring rule inputs

Rules are automatically based on the recipient address; however, you can use
keyword groups and sender groups to define more detailed rules.
From the examples at the beginning of this section, we can consider the inputs
for each rule:
Examples:
The magazine example suggests that readers can send an e-mail with “Good
Investing” in the subject to the contact center to get more information about a
particular investment. Create a rule to search the subject of incoming e-mail
messages for “Good Investing.” You can send an auto-response and close the
contact by using keywords to determine if the subject of the incoming e-mail
message is “Good Investing.”

When an e-mail comes into the contact center, a rule checks to see if the
keywords “Good Investing” are in the e-mail subject. If a match is found, then
the rule is followed (if the rule is enabled). If the keywords are not in the e-mail,
the e-mail does not match the rule, and the remaining rules are checked.
In the second example, if an e-mail arrives at the contact center from a very
important client, you can create a rule to route this client’s contacts to a skillset
that is assigned to a highly specialized agent. You can assign a specialized
skillset to the important client by creating a sender group that includes this
client’s e-mail address.
When an e-mail comes into the contact center, the rule checks to see if the
sender address matches the very important client. If it does, then the rule is
followed (if the rule is enabled). If the sender address does not match the rule,
then the remaining rules are checked.
Adding keyword groups to the rule

A keyword group is a list of words or groups of words that you can search in an
e-mail message. Keyword groups associate keywords and expressions
considered important by the contact center to be handled in a particular way—
assign a skillset, close the contact, or send an auto-response.
Keyword groups are optional; however, you can use up to three keyword groups
as input parameters for your rule.

To insert keyword groups into the rule

1 On the Rule Configuration Wizard - Input Criteria window, under Available
Keyword Groups, select a keyword group you want to use for this rule.
To create a new keyword group, perform the following steps:
a. On the Rule Configuration Wizard - Input Criteria window, under
Keyword Groups, click More.
Result: The Keyword Groups window appears.

b. Click New.
Result: The New Keyword Group window appears.
c. In the Name box, type a unique name for the keyword group (maximum
64 characters).

d. In the Keyword box, type a word or a group of words related to the

keyword group you are creating.
Note: The keyword search in an e-mail message is not case sensitive. If
you add the word John, the E-mail Manager also matches JOHN and john.
Note: The Keyword box supports the unicode UTF-8 character set.
Note: Keyword groups support only * and ? as wildcard characters.
Example: The asterisk (*) represents multiple characters. For example, t*
specifies a list of all the words that start with t. The question mark (?)
represents a single character. For example, p?t specifies all three letter
words that start with p and end with t.
A keyword does not support the following characters: # + -
& | ! ( ) { } [ ] ^ “ ~ : and \. If you use any of these characters in your
keywords, you receive an error message stating that the keyword contains
invalid characters.
e. Click Add.
Result: The keyword or expression is added to the list, and the
keyword group is created.
Note: You must assign at least one keyword to a keyword group before you
can save the keyword group.
f. Repeat steps d and e to add more keywords to the list.
g. Click Save.
h. Click Close to close the Keyword Groups window.
2 With the selected keyword highlighted, click the black arrow ( ) to insert
the keyword group name into the selection box.
3 Repeat step 2 for a second and third keyword group, if desired.
4 Between each keyword group selection, click AND or AND NOT to create a
logical expression for your keyword groups.
Note: If the same word appears in two keyword groups separated by a NOT
operator, the rule fails. The e-mail is evaluated by the next rule configured
for the recipient mailbox.

Adding sender groups to the rule

You must place any sender addresses that you want to track in a sender group.
Sender groups can be used to route important sender e-mail addresses to
skillsets.
Using a sender group in the rule is optional.
To insert sender groups into the rule

Sender Groups, select a sender group you want to use for this rule.
To create a new sender group, perform the following steps:
Sender Groups, click More.
Result: The Sender Groups window appears.

b. Click New.
Result: The New Sender Group window appears.

c. In the Name box, type a unique name for the sender group (maximum
64 characters).
d. In the E-mail Address box, type an e-mail address.
If you know the user is in the contact database, start typing an e-mail
address, and then click Lookup. E-mail messages that match the
characters you typed appear in the list.
e. Click Add to insert the e-mail address you looked up, or click Add
Freeform to add your typed e-mail address to the sender group.
Note: This text box supports unicode language. For example, you can enter
Chinese text.
Note: Sender groups support only * as a wildcard character when it is
placed before the @ symbol in an e-mail address. The wildcard characters
cannot be at the end of a sender group address.
Nortel recommends that you have a maximum of 20 sender e-mail
addresses in one sender group.

f. Repeat steps d and e to add more e-mail addresses to the sender

group.
g. Click Save.
h. Click Close to close the Sender Groups window.
2 When a sender group is highlighted, click the black arrow ( ) to insert the
sender group name into the selection box.
Completing the rule inputs

When you complete the input configuration, continue with the Rule
Configuration Wizard.
Click Next.
Result: The Rule Configuration Wizard - Output Actions window appears.

Configuring rule output actions

An e-mail that matches a particular rule must be assigned to a skillset, or closed.
An auto-response can be created to reply to the e-mail.
Examples:
In the magazine example, if the subject line contains the correct text, then a
brochure about the investment can be automatically sent to the customer. No
interaction from an agent is required. The rule for the e-mail about “Good
Investing” can ensure a specific response to the customer e-mail message: send
an auto-response (with the brochure as an e-mail attachment) and then close the
contact.
An e-mail arrives from the most important client of the company. A rule ensures
the following response to the e-mail: assign a skillset named “VIP” and add a
high priority to the e-mail message.

To configure the output actions

1 In the Rule Name box, type the name of your rule. The name of your rule
must be unique.
2 In the Skillset box, select a skillset to assign the contact to if the contact
matches the rule.
Note: If you select This Rule will close the Contact, you must select a
skillset.
To configure a skillset, perform the following steps
a. Under Skillsets, click More.
b. Select the first skillset you use to route multimedia contacts.
c. Click Edit.
d. In the Route Point list, select the route point that you want to assign to
the skillset.
e. Click Save.

f. Click Close to close the Skillset Settings window.

3 In the Contact Type box, select the type to assign to the contact if the
contact matches the rule.
4 In the Contact Priority box, select the priority for the contact if the contact
matches the rule.
5 To configure a rule that is applied when the contact center is closed, Select
the This rule will use Office Hours check box.
Note: Default hours are configured for office hour times in your contact
center. For information about changing the open and close times, see your
Multimedia Administrator online Help.
Note: You can only create one out of office hours rule.
6 To close the contact when a match to the rule is found, select the This Rule
will close the Contact check box.
Adding an auto-response to the rule

Auto-responses are used to send messages to a sender. An auto-response can
perform one of the following objectives:
provide the customer with their Web logon ID and password (password
reminder auto-response)
inform a customer the office is closed (out of hours auto-response)
acknowledge the receipt of an e-mail contact (regular auto-response, or an
auto-acknowledgement)
provide specific information in response to rule inputs (regular auto-
response)
A password reminder auto-response and an out of hours auto-response are

configured by default. You cannot delete the default auto-responses. You can
create the number of regular auto-responses your contact center requires.
Configuring an auto-response for a rule is optional.
To select an auto-response for the rule

1 On the Rule Configuration Wizard - Output Criteria window, under Auto-
responses, select a response you want to use for this rule.
To create a new auto-response, perform the following steps:

a. On the Rule Configuration Wizard - Output Criteria window, under

Auto-Responses, click More.
Result: The Auto-Responses window appears:
b. Click New.
Result: The New Auto-Response window appears.

c. In the Name box, type the name of the auto-response.

d. In the Subject box, type the subject of the response e-mail message.
e. In the Type box, type select the type of auto-response: Regular,
Password Reminder, or Out of Hours.
f. In the Body box, type the message you want to include in the
response.
You can also add attachments and insert data items, such as the date,
customer number, arrival time, customer name, customer e-mail
address, e-mail subject, and e-mail body in an auto-response. For
more information, see the Contact Center Multimedia Administrator
online Help.
If you use an attachment, a warning message indicates that the
attachments must be in the outbound e-mail attachment folder. Click
OK to confirm the attachment location.
g. Click Save.

h. Click Close to close the Auto-Responses window.

2 When the selected auto-response is highlighted, click the black arrow ( )
to insert the selected auto-response name into the selection box.
3 Click Save.
Result: The rule is configured and the rules are displayed in the rules list.
4 Click Finish.
You can repeat this process to configure other rules.
Printing a rule summary

You can view and print a list of the rules you configure. Review the order in
which the rules are applied to each recipient contact. You can also see the status
of each rule.
You can export the rules from the Rule Precedence window to a text file for
printing.

To print the Rules

2 On the Utilities menu, click Export Rules.
3 Browse to a file location on your server to store the file.
4 Click Save.
5 Go to the file named Rules.txt. The file is saved on your desktop.
6 Double-click to open the file.
7 On the File menu, click Print.
Making rules inactive

You can make rules active and inactive. An inactive rule remains configured, but
is not used for routing incoming e-mail until the rule is activated again.
To activate a rule, select the rule, and then click .

To make a rule inactive, select the rule, and then click .
Deleting a rule
You can permanently delete a rule. After the rule is deleted, you cannot use the
rule for routing e-mail messages.

Configure a rule for multiple mailboxes
You can configure a rule that applies to more than one mailbox.
3 Expand Rule Administration.
4 Double-click Rule Configuration Wizard.
Result: The Rule Configuration Wizard - Begin window appears.
5 Select Configure a New Rule for Multiple Recipients.

6 Click Next.
Result: The Rule Configuration Wizard - Recipients window appears.
7 Select the recipient addresses to which you want to add a new rule by
selecting the check box next to each recipient name.

8 In the Rule Configuration Wizard, click Next.

Result: The Rule Configuration Wizard - Input Criteria window opens (if
you have selected more than one recipient mailbox).
Configuring rule inputs

Rules are automatically based on the recipient address; however, you can use
keyword groups and sender groups to define more detailed rules.
From the examples at the beginning of this section, consider the inputs for each
rule:
Adding Keyword groups to the rule

A keyword group is a list of words or a group of words that you can search in an
e-mail message. Keyword groups associate keywords and expressions
considered important by the contact center to be handled in a particular way—
assign a skillset, close the contact, or send an auto-response.

Keyword groups are optional; however, you can use up to three keyword groups
as input parameters for your rule.
To insert keyword groups into the rule

1 On the Rule Configuration Wizard - Input Criteria window, under
Available Keyword Groups, select a keyword group you want to use for
this rule.
To create a new keyword group, perform the following steps:
Keyword Groups, click More.
Result: The Keyword Groups window appears.

b. Click New.
Result: The New Keyword Group window appears.
c. In the Name box, type a unique name for the keyword group (maximum
64 characters).

d. In the Keyword box, type a word or a group of words related to the

keyword group you are creating.
Note: The Keyword box supports the unicode UTF-8 character set.
Note: Keyword groups support only * and ? as wildcard characters.
Example: The asterisk (*) represents multiple characters. For example, t*
specifies a list of all the words that start with t. The question mark (?)
represents a single character. For example, p?t specifies all three letter
words that start with p and end with t.
A keyword does not support the following characters: # + -
& | ! ( ) { } [ ] ^ “ ~ : and \ . If you use any of these characters in your
keywords, you receive an error message stating that the keyword contains
invalid characters.
e. Click Add.
Result: The keyword or expression is added to the list, and the
keyword group is created.
Note: You must assign at least one keyword to a keyword group before you
can save the keyword group.
f. Repeat steps d and e to add other keywords to this keyword group.
g. Click Save.
h. Click Close to close the Keyword Groups window.
2 Click the black arrow ( ) to insert the keyword group name into the
selection box.
3 Repeat step 2 for a second and third keyword group, if desired.
4 Between each keyword group selection, select AND or AND NOT to create
a logical expression for your keyword groups.
Note: If the same word appears in two keyword groups separated by a NOT
operator, the rule fails. The e-mail is evaluated by the next rule configured
for the recipient mailbox.
Adding sender groups to the rule

You must place any sender addresses that you want to track in a sender group.
Sender groups can be used to route important sender e-mail addresses to
skillsets.

Using a sender group in the rule is optional.
To insert sender groups into the rule

Sender Groups, select a sender group you want to use for this rule.
To create a new sender group, perform the following steps:
Sender Groups, click More.
Result: The Sender Groups window appears.

b. Click New.
Result: The New Sender Group window appears.

c. In the Name box, type a unique name for the sender group (maximum
64 characters).
d. In the E-mail Address box, type an e-mail address.
If you know the user is in the contact database, start typing an e-mail
address, and then click Lookup. E-mail messages that match the
characters you typed, appear in the list.
e. Click Add to insert the e-mail address you looked up, or click Add
Freeform to add your typed e-mail address to the sender group.
Note: This text box supports unicode language. For example, you can enter
Chinese text.
Note: Sender groups support only * as a wildcard character when it is
placed before the @ in the e-mail address. The wildcard characters cannot
be used at the end of a sender group address.
Nortel recommends that you have a maximum of 20 sender e-mail
addresses in one sender group.

f. Repeat steps d and e to add other sender addresses to this sender

group.
g. Click Save.
h. Click Close to close the Sender Groups window.
2 Click the black arrow ( ) to insert the sender group name into the
selection box.
Completing the rule inputs

When you have completed the input configuration, continue the Rule
Configuration Wizard.
Click Next.
Result: The Rule Configuration Wizard - Output Actions window appears.

Configuring rule output actions

An e-mail that matches a particular rule must be assigned to a skillset, or closed.
An auto-response can also be created to reply to the e-mail.
To configure the output actions

1 In the Rule Name box, type the name of your rule. The name of your rule
must be unique.
2 In the Skillset box, select a skillset to assign the contact to if the contact
matches the rule.
Note: If you select This rule will close the Contact, you must select a
skillset.
To add a skillset, perform the following steps
a. Under Skillsets, click More.
b. Select the first skillset you use to route multimedia contacts.

c. Click Edit.
d. In the Route Point list, select the route point that you want to assign to
the skillset.
e. Click Save.
f. Click Close to close the Skillset Settings window.
3 In the Contact Type box, select the type to assign to the contact if the
contact matches the rule.
4 In the Contact Priority box, select the priority for the contact if the contact
matches the rule.
5 To configure a rule that is applied when the contact center is closed, Select
the This rule will use Office Hours check box.
Note: Default hours are configured for office hour times in your contact
center. For information about changing the open and close times, see your
online Help.
Note: You can create only one out of office hours rule.

6 To close the contact when a match to the rule is found, select the This Rule
will close the Contact check box.
Adding an auto-response to the rule

Auto-responses are used to send messages to a sender. You can use an auto-
response to send information to a sender or as an acknowledgement of receipt of
an e-mail contact. An auto-response is optional.
To select an auto-response for the rule

1 On the Rule Configuration Wizard - Output Criteria window, under Auto-
responses, select a response you want to use for this rule.
To create a new auto-response, perform the following steps:
a. On the Rule Configuration Wizard - Output Criteria window, under
Auto-Responses, click More.
Result: The Auto-Responses window appears:
b. Click New.
Result: The New Auto-Response window appears.

c. In the Name box, type the name of the auto-response.

d. In the Subject box, type the subject of the response e-mail message.
e. In the Body box, type the message you want to include in the
response.
You can also add attachments and insert data items, such as the date,
customer number, arrival time, customer name, customer e-mail
address, e-mail subject, and e-mail body in an auto-response. For
more information, see the Contact Center Multimedia Administrator
online Help.
f. Click Save.
g. Click Close to close the Auto-Responses window.
2 Click the black arrow ( ) to insert the selected auto-response name into
the selection box.

Completing the multiple rule configuration

1 When all of the output settings are complete, click Save.
Result: The Create More Rules window appears.
2 Click Yes to configure more rules, or No to close the Wizard.

3 If you click Yes, the Recipients (for group) window opens and you can
configure more rules.

Configure closed reasons
You can use closed reasons in Contact Center Multimedia/Outbound to indicate

why an e-mail contact was closed.
By default, no closed reasons are configured. If no closed reasons are configured

in the Multimedia Administrator application, then the agent is not required to
select a closed reason. If one or more closed reasons are configured, then the
agent must select a closed reason to close the contact.
Creating a closed reason

You can configure closed reasons for your multimedia contacts.
You can assign one closed reason as a default reason. The default reason is
selected automatically when the agent closes a contact. The agent can select
another closed reason before completing the contact.
To add a closed reason


4 Double-click Closed Reasons.

Result: The Closed Reasons window appears.
5 Click New.
Result: The New Closed Reason window appears.
6 In the Text box, enter a description of the closed reason (maximum 50

characters).
7 To select the new closed reason as the default selection, select the Set as
Default check box.
Note: You can only select one closed reason for the default.
8 Click Save.
9 The closed reason you created appears in the list in this window.

To delete a closed reason

5 Select a closed reason from the list provided.
6 Click Delete.
7 Click Close.

Configure e-mail for Asian languages
The following information is essential for configuring your contact center to use
Asian characters in e-mail.
Installing Windows Server 2003 Language Pack

You must install the Windows Server 2003 Language Pack.
1 Click Start > Control Panel > Regional and Language Options.
2 Click the Languages tab.
3 Select the following options:
Install files for complex script and right-to-left languages (including Thai)
Install files for East Asian languages
Note: Ensure that you have enough drive space for each option and click
OK.
5 Select all of the Code Page conversion table options.
6 Click Apply.
7 Click OK.
Result: If you are prompted to insert your Windows Server CD, insert the
Windows Server 2003 CD-ROM into the CD-ROM drive.
8 Reboot your server, if required.
Changing the encoding for outgoing e-mail

Multimedia.


5 Click Save.



Using Contact Center Multimedia Administrator controls

Not all Administrator controls are Unicode-aware. The following controls do not
accept Asian characters:
Auto-Responses: Attachment filename
Skillset Settings: Auto-signature Template filename
Rule Precedence: Exported rules filename
Certain error dialog boxes, which can render Asian characters as question
marks
For Auto-Response attachments, Auto-signature templates, Exported rules, the

name of the file must be in English when it is configured in the Administrator,
however, the content of the files can contain Asian characters.
Using Asian e-mail domain names

Internationalized domain names (IDN) can include characters from East Asian
languages. Using the characters from East Asian lanugages is dangerous because
of phishing sites. A phishing site is an e-mail message with a link to www.aib.ie
can point you to a site that has the "i" and a "b" in the domain but some other
character that resembles an "a".
The World Wide Web Consortium uses punycode to implement IDNs. Punycode
is an ASCII equivalent to the domain name. Normally, the client (Web browser
or e-mail client) accepts the IDN in native characters and converts it to punycode
e.g. xn--jp-cd2fp15c@xn--fsq.com . The receiving client will identify the sender
as being a punycode string and resolve to the native characters.
Contact Center Multimedia supports IDNs. You or a customer can enter a

punycode email address. The receiving client can render the native characters.

Chapter 12
Configuring Web communications

settings
In this chapter
Overview 1146
Configure the external Web server 1148
Configure outgoing mailbox settings 1152
Create autophrases for skillsets 1155
Create page push lists for skillsets 1157
Configure Web-on-hold groups 1160
Configure Web Communications Manager settings 1165
Configure closed reasons 1172

Configuring Web communications settings Standard 7.23
Overview
You can use the Multimedia Administrator to configure the servers, general
settings, autophrases, Uniform Resource Locators (URL), and Web-on-hold
pages. These components of the Web Communications Manager combine to
provide direct and real-time communication between customers and agents
using a private text chat session.
If you are not licensed for Web communications contacts, continue with Chapter
13, “Configuring the Contact Center Agent Desktop.”

March 2008 Configuring Web communications settings
4 Click Login.

Configure the external Web server
You must ensure that the Web server that is defined in the Web Communications
Manager is the Web server that you are using in your contact center.
Configuring the development or production server

Center Multimedia.
4 In the Server Settings window, click External Web Server to select it.

5 Click Edit.
6 In the Server Name box, change or type the name of the external Web
server.
8 Click Save.

Configure skillsets
If you add skillsets in the Contact Center Manager Administration, and you want
to use the skillsets to route Web communication contacts, you must first
configure a route point for each skillset.

Center Multimedia.
4 Select the skillset to which you want to assign a route point.

5 Click Edit.
skillset.
7 Click Save.
8 After you configure all skillsets, click Close to close the Skillset Settings
window.

Configure outgoing mailbox settings
If you are including the functionality to send the Web communications text chat
log to the customer, you must configure the outgoing e-mail mailbox settings to
identify who is responding to the customer e-mail message. For outgoing e-mail,
you can also change the encoding of the message.
You configure the outgoing mailbox settings for each skillset.
Note: E-mail messages must be relayed through the e-mail server, not forwarded
to another party if the Multimedia server is managing e-mail messages on behalf
of an external source. Sending e-mail messages through the e-mail server
preserves the original To address, which is used for e-mail rule administration
and outgoing e-mail addresses.
Configuring the outgoing mailbox for sending text chat logs

Multimedia.

3 Double-click Outgoing E-mail.

4 Select a skillset for Web communications. Web communications skillsets

are prefixed by WC_.

5 Click Set Mapping.

6 Click Send both Agent-initiated Contacts and Customer Responses

from this E-mail address.
7 In the box, select the e-mail address for the outgoing e-mail. This e-mail
address must be defined as a mailbox on the E-mail Manager.
8 Click Save.
Result: The changes appear in the Skillset to Mailbox Mappings tab of the
Outgoing E-mail Configuration window.

Create autophrases for skillsets
You configure autophrases by skillset. Agents can use the autophrases to insert
commonly used phrases in their text chat session instead of typing the responses.
Creating an autophrase for a skillset

2 Expand WebComms Administration.
3 Double-click Auto-Phrases.
Result: The Auto-Phrases dialog box appears showing the Web
communications skillsets configured for your contact center.
4 Select the skillset for which you want to create the autophrases.

5 Click Edit.
Result: The New Auto-Phrase dialog box appears.
6 In the Name box, type a name to represent this autophrase. The name of
the autophrase appears in the Contact Center Agent Desktop for the
selected skillset, so it must be descriptive.
7 In the Phrase Text box, type the text that is commonly used for text chat
based on the selected skillset.
8 Click Add.
Note: You can configure a maximum of 25 autophrases for each skillset.
Result: The autophrase is listed under Phrases in Group.
9 Click Save.
10 On the Auto-Phrases dialog box, click Close.

Create page push lists for skillsets
Agents can use the page push feature to pass a particular Web site or Uniform
Resource Locator (URL) to the customer browser. The Web pages that are
applicable to the skillset of the contact are listed in the Contact Center Agent
Desktop. Customers can also push Web pages to the agent by typing the Web
address or URL in the Address box, and then clicking the push displayed icon.
Use the Multimedia Administrator to configure the Web pages that are listed in
the Contact Center Agent Desktop for the Agent to push.
Notes about page pushes

There are a few items to note when using page pushes:
When an agent pushes Web sites or URLs, personalized or custom dynamic
pages can appear differently in the agent browser and the customer browser.
Cookies are not shared by agents and customers.
When pushing framed Web pages, the URL that defines the frameset is
pushed, not the individual URLs in each frame.
After a page is pushed, if either the agent or the customer follows a link to
another page, the other person does not see the change.
If a customer and agent push a page at the same time, they both see the page
that was pushed last, however, both URLs appear in the text chat log.
Creating a page push list for a skillset


3 Double-click Page Push URLs.

Result: The Page Push URLs dialog box appears showing the Web
communications skillsets configured for your contact center.
4 Select the skillset for which you want to change the URLs.

5 Click Edit.
Result: The New Page Push URLs dialog box appears.
6 In the URL box, type the URL for the Web site you want to add to the list
appearing in the Contact Center Agent Desktop for the selected skillset.
7 Click Add.
8 In the Description box, type a description for the Page Push URL that
describes the ULR that the agent can push. The description field cannot be
blank.
Tip: Agents can use the URL or the description in the Contact Center
Agent Desktop to select the URL that they want to push.
9 Click Save.
10 On the Page Push URLs dialog box, click Close.

Configure Web-on-hold groups
Web-on-hold is a Web page that is presented automatically to customers Web

browsers while customers are waiting for an agent to begin their text chat. You
can define the length of time that each URL appears on the customer Web
browser.
You can configure a Web-on-hold group of video clips (QuickTime) or audio

files (MPEG3) and Web pages to advertise a new product line. Web designers
can programmatically configure a particular Web-on-hold group for particular
business reasons. When the agent joins the conversation, the Web-on-hold page
is replaced with the live session and the session status is in progress.
Follow these guidelines for using Web-on-hold:

Web-on-hold URLs can include multimedia formats, such as video clips
(QuickTime) or audio files (MPEG3). However, the customer browser must
be capable of playing these formats. Any plug-ins needed to execute
multimedia files are the responsibility of the customer.
Nortel recommends that you use no more than 25 URLs in each Web-on-
hold group.
Creating a new Web-on-hold group


3 Double-click Web On Hold URLs.

Result: The Web On Hold URLs dialog box appears.

4 Click New.
Note: You can follow the same procedure to change an existing Web-on-
hold URL. Click Edit to change an existing Web-on-hold URL tag.
Result: The New Web On Hold URL Group dialog box appears.
5 In the Tag box, type a name for the Web-on-hold group.

6 In the Description box, type a description for the Web-on-hold group.
7 In the Hold Time box, type the number of seconds to display each URL in
the Web-on-hold group on the customer Web browser.
8 In the Sequence box, type a number from 1 to 10 that represents the order
of the URL you are configuring.
9 In the URL box, type the URL that you want to display on the customer Web
browser.
10 Click Add.
11 After you add all of the URLs to the current Web-on-hold group, click Save.

Changing the URL sequence in a Web-on-hold group

3 Double-click Web On Hold URLs.
Result: The Web On Hold URLs dialog box appears.

4 Click Edit.
Result: The Edit Web On Hold URL Group dialog box appears.
5 In the URLs in Group box, select the URL for which you want to change
the order of appearance.
6 In the Sequence box, type a number from 1 to 10 that represents the order
of the URL you are configuring.
7 Click Save.
Result: The Edit Web On Hold URL dialog box closes.
8 Click Close.

Configure Web Communications Manager

settings
You can use the WebComms Configuration dialog box to configure the
following timers:
The frequency of the keep-alive signal on both the Contact Center Agent
Desktop and the customer browser. This signal periodically informs the
Web server that the agent and customer application is open and active. The
signal is not sent if the application is shut down or if the computer crashes.
The rate at which the text chat session is checked for new chat messages.
You can configure the following information that appears in every text chat
session:
the message displayed at the beginning of a text chat session
a text label to identify text sent by the agent
a text label to identify text sent by the customer
You can also e-mail the text chat session to the customer when the chat is
complete. You must have the e-mail license enabled and an outgoing e-mail
address configured in your contact center.
Configuring the text chat timers


3 Double-click WebComms Configuration.

Result: The WebComms Configuration dialog box appears.
4 In the Keep Alive box, type the interval between heartbeat pulses. Each
heartbeat pulse checks in minute and second intervals to see if both ends
of the text chat are open. Your keep alive interval must be between 20
seconds and 10 minutes.
5 In the Message Refresh box, type the refresh time for Agent Desktop text
chat messages. Your get message time must be between 2 seconds and
10 seconds.
6 In the Desirable Response (Customer Awaiting Agent) box, type the
time after which the conversation indicator on the Agent Desktop changes
color to indicate that the desirable time for an agent response was
exceeded. This value must be between 30 seconds and 600 seconds (10
minutes).
7 In the Desirable Response (Agent awaiting Customer) box, type the
time after which the conversation indicator on the Agent Desktop changes
color to indicate that the desirable time for a customer response was

exceeded. This value must be between 30 seconds and 600 seconds (10
minutes).
8 Click Save.
Configuring the automatic text for text chat

4 In the Welcome Message box, type the message that you want to appear
at the beginning of every text chat session. The maximum size for this
message is 200 characters.
5 From the Agent Label list, select one of the following:

[Agent Label]—Type the text that you want to appear at the beginning of
the agent responses in the text chat session. The maximum size of this
label is 50 characters.
[First Name]—The first name of the agent appears at the beginning of the
agent responses in the text chat session (for example, [John]).
[First Name Last Name]—The first and last name of the agent appear at
the beginning of the agent responses in the text chat session (for example,
[John Smith]).
[Last Name, First Name]—The last name of the agent, followed by the first
name of the agent appears at the beginning of the agent responses in the
text chat session (for example, [Smith, John]).
6 In the Customer Label box, type the text that you want to appear at the
beginning of the customer responses in the text chat session.The
maximum size for this message is 50 characters.
7 Click Save.
Configuring the customer notification for the text chat log

An agent can override the setting in the Contact Center Multimedia
Administrator by selecting the check box on the Contact Center Agent Desktop.
This means that if E-mail Chat Log to Customer box is checked in the
Multimedia Administrator, the global setting is to send the chat log to the
customer. The agent can choose to not send the e-mail log to the customer by
clearing the check box on the Contact Center Agent Desktop.
1 Ensure that you have configured an outgoing e-mail address for all Web
communications skillsets by doing the following:
a. In the Contact Center Multimedia Administrator application, expand
b. Expand E-mail Administration.
c. Double-click Outgoing E-mail.

d. Review the skillsets to ensure that the Web communications skillsets

are all configured.
2 If the Web communications skillsets are configured, proceed to step 3. If
the Web communications skillsets are not configured, configure your Web
communications skillsets by doing the following:
a. Select a skillset.
b. Click Set Mapping.

c. Click Send both Agent-initiated Contacts and Customer

Responses from this E-mail address.
d. In the address box, type the e-mail address for the outgoing e-mail.
This e-mail address must be defined as a mailbox on the E-mail
Manager.
e. Click Save.
Result: The changes appear in the Skillset to Mailbox Mappings tab of
the Outgoing E-mail Configuration dialog box.
f. Click OK to close the Outgoing E-mail Configuration dialog box.


6 Under Chat Conversation, select the E-mail Chat Log to Customer

check box.
7 Click Save.

Configure closed reasons
You can use closed reasons in Contact Center Multimedia/Outbound to indicate

why a text chat session, a scheduled callback, or an e-mail contact is closed.
By default, no closed reasons are configured. If no closed reasons are configured

in the Multimedia Administrator application, then the agent is not required to
select a closed reason. If one or more closed reasons are configured, then the
agent must select a closed reason to close the contact.
Creating a closed reason

You can configure closed reasons for your multimedia contacts.
You can assign one closed reason as a default reason. The default reason is
selected automatically when the agent closes a contact. The agent can select
another closed reason before completing the contact.
To create a closed reason



5 Click New.
Result: The New Closed Reason window appears.
6 In the Text box, enter a description of the closed reason (maximum 50

characters).
7 To select the new closed reason as the default selection, select the Set as
Default check box.
Note: You can only select one closed reason for the default.
8 Click Save.
9 The closed reason you created appears in the list in this window.

To delete a closed reason

5 Select a closed reason from the list provided.
6 Click Delete.
7 Click Close.

Chapter 13
Configuring the Contact Center Agent

Desktop
In this chapter
Overview 1176
Reset agent passwords 1178
Configure custom fields in CCAD 1180
Configure the active contact timer 1183
Configure the callback timer 1184
Configure attachment size 1185
Configure hotdesking 1186
Configure visual contact alerts 1188
Configure audible contact alerts 1190
Configure the terminal state 1192

Configuring the Contact Center Agent Desktop Standard 7.23
Overview
This chapter describes the settings that you can configure for the Contact Center
Agent Desktop application. You can do the following:
Reset agent passwords if an agent forgets their login password for the
Contact Center Agent Desktop.
Configure customer fields, such as account numbers and credit card
information to display in the Agent Desktop application.
Configure the hours and minutes that you want a contact to remain open on
a desktop without activity.
Configure the default time in days, hours, and minutes to wait before re-
offering a pending contact to agents.
Specify the maximum size of the attachments that an agent can attach to an
e-mail message.
Configure contact notifications such as an audible alert when a contact is
presented to an agent.
Configure the terminal state when an agent is logged off.

March 2008 Configuring the Contact Center Agent Desktop
To change the Contact Center Agent Desktop settings, you must open the
Contact Center Multimedia Administrator.
Starting the Administrator application

2 Type your user ID and password. Use any user ID and password that you
configured with Administrator privileges.
3 Click OK.

Reset agent passwords
The Agent Settings window shows the Agents configured for Multimedia in the
Contact Center. The window shows the Last Name, First Name, User Name, and
whether the password has been changed from the default password or not.
If the password is still the default, then the word Default appears in the Password
column of the Agents Settings dialog box. If the password has been changed by
the agent, then Configured appears in the Password column.
Resetting an agent password

1 Open the Contact Center Multimedia Administration window.
4 Double-click Agent Settings.
Result: The Agent Settings window appears.
5 Select an agent.

6 Click Reset password.

Result: The password is reset to the default password for the agent. The
default password is the same as the agent's login ID.
7 Click Save.

Configure custom fields in CCAD
You can add a custom field to the Contact Center Agent Desktop for multimedia
contacts that pertains to your contact center. For example, if your customers
have a subscription to a magazine, you might want to view information about
each customer's subscription expiry date.
The value entered the contact center agent for each customer appears in the
custom field, the same as any other customer information such as e-mail address
or telephone numbers are entered for the customer.
Creating a custom field

Center Multimedia.
3 Double-click Customer Custom Fields.
Result: The Customer Custom Fields window appears

4 Click New.
Result: The Custom Field dialog box appears.
5 In the Field box, type the label for your custom field.
6 Click Save.
Changing a custom field

Center Multimedia.
4 Click Edit.
Result: The Custom Field dialog box appears.
5 In the Field box, change the label for your custom field.
6 Click Save.

Deleting a custom field

Center Multimedia.
4 Select a custom field.
5 Click Delete.
6 Click Close.

Configure the active contact timer
You can configure the hours and minutes that you want a contact to remain open
on a desktop without activity.
When this time expires, the contact is put into pending state automatically. The
default time in the Contact Center Multimedia configuration is 1 hour (60
minutes). The actual time that the contact is allowed open on the desktop
without activity is one hour less than the maximum open duration for contacts as
defined on Contact Center Manager Server.
The default maximum open duration default value on the Contact Center
Manager Server is two hours. See the Contact Center Manager Server
documentation for more information about the Contact Center Manager Server
maximum open duration.
Setting the active contact timer

Center Multimedia.
4 In the Open Duration box, type the maximum number of hours and
minutes that you want to set contacts to be active before they are put into
pending state.
5 Click Save.

Configure the callback timer
You can configure the default time in days, hours, and minutes to wait before re-
offering a pending contact to agents. An agent can delay the contact, or put the
contact into pending state because they were waiting for more information to
complete the contact.
The callback timer can be set between 2 minutes and 200 days (about 6 months).
The default range provides the limits to which the callback time can be set. The
actual time value is chosen in the Contact Center Agent Desktop application
when the agent reschedules the contact.
ATTENTION
The time displayed in the Outbound Campaign Management
Tool is the universal time.
Setting the callback timer

Center Multimedia.
4 In the Minimum box, type the minimum number of minutes that you want to
wait before presenting contacts that the agent has put into pending state.
5 In the Maximum box, type the maximum number of days that you want to
wait before presenting contacts to the agent again.
6 Click Save.

Configure attachment size
You can specify the maximum size of the attachments that an agent can attach to
an e-mail message.
Specifying the file attachment size

Center Multimedia.
4 In the Attachment Upload Size box, type the maximum number of
kilobytes (kbs) that each file can be.
5 Click Save.

Configure hotdesking
You can configure your contact center so that an agent can sit at a different desk
every day and log on to the Contact Center Agent Desktop. With hotdesking
enabled and properly configured, when agents start the Contact Center Agent
Desktop, they are automatically mapped to the relevant terminal and addresses
without user intervention.


Center Multimedia.
3 Double-click Hot Desking.

5 Click Save.


Center Multimedia.
3 Double-click Hot Desking.

5 Click Save.

Configure visual contact alerts
You can configure your Contact Center Agent Desktop so that an agent can see
the incoming contact when it arrives at their desktop. You can configure the
Contact Center Agent Desktop to come to the front of the desktop to cover all
current windows, and give focus to the Contact Center Agent Desktop window
so that actions in other windows are stopped. To give focus to the window, the
Bring to Front check box must be selected.
To configure the visual alert

Center Multimedia.

4 To bring the Contact Center Agent Desktop window to the front, under New
Contact Presentation, select the Bring to Front check box.
5 To make the Contact Center Agent Desktop window active, under New
Contact Presentation, select the Give Focus check box.
6 Click Save.

Configure audible contact alerts
You can configure your Contact Center Agent Desktop so that an agent can hear
a beep when a contact arrives at their desktop. The agent’s computer must
contain an appropriate sound card.
To configure the audible alert

Center Multimedia.
4 Under New Contact Presentation, select the Audible Alert check box.
5 Under Audible Alert, select the Enabled check box.

6 Click Save.

Configure the terminal state
You can configure the agent terminal to be in either idle or busy state when the
agent logs off of the Contact Center Agent Desktop.
Center Multimedia.
4 Under Logoff Terminal State, select Idle or Busy.
5 Click Save.

Chapter 14
Uninstalling the software
In this chapter
Uninstall the server software 1194

Uninstalling the software Standard 7.23
Uninstall the server software
This section explains how to uninstall the Contact Center Multimedia/Outbound

software.
Before you begin

Before you begin, you must perform the following tasks:
1. Stop the services.
2. Shut down the Contact Center Multimedia server.
3. Back up the Contact Center Multimedia database.
4. Back up the customer interface, along with all of the customized Web pages
or templates that you modified or added to the external Web server.
5. Shut down the Contact Center Agent Desktop and the Outbound Campaign
Management Tool on all clients.
6. You must remove all service updates and service update supplements
before you uninstall Contact Center Multimedia/Outbound software.

> Services.
2 Select the service you want to stop. You must ensure that the following
services are stopped.
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
Caché Database

March 2008 Uninstalling the software
3 Click Stop.
4 Repeat steps 2 and 3 for each service.
Uninstalling the Contact Center Multimedia/Outbound software

1 Log on to the Multimedia server with Local Administrator privileges.
2 On the Windows Start menu, click Control Panel > Add or Remove
Programs.
Result: The Add/Remove Programs window appears.
Note: Ensure that you review the Add/Remove Programs window for any
service updates or service update supplements. service updates and
service update supplements begin with the characters CCMM_SU in the
Add/Remove Programs window.
3 Remove any service updates or service update supplements in the reverse
order of the order they were installed:
a. Select Nortel Contact Center Multimedia/Outbound, and then click
Change.
Result: The Installation Change Welcome window appears.

b. Click Next to confirm that you want to completely remove the Contact
Center Multimedia/Outbound component.
Result: The Program Maintenance window appears.
c. Select Remove to uninstall Contact Center Multimedia/Outbound, and

then click Next.
Result: The Remove Confirmation window appears.

d. Click Remove to uninstall Contact Center Multimedia/Outbound.

Result: The Uninstallation Complete window appears.
e. Click Finish.

4 Select Contact Center Multimedia/Outbound, and then click Change.

Result: The Installation Wizard Welcome window appears.
Note: You are asked to remove any service updates or service update
supplements before removing the main Contact Center Multimedia and
Outbound server software.
5 Click Next to confirm that you want to completely remove the Contact
Center Multimedia/Outbound component.
Result: The Program Maintenance window appears.

6 Select Remove to uninstall Contact Center Multimedia/Outbound, and then

click Next.
Result: The Remove the Program window appears.
7 Click Remove to uninstall Contact Center Multimedia/Outbound.

Result: The Installation Wizard Completed window appears.
8 Click Finish.
9 Close the Add/Remove Programs window.

10 Restart the computer.

11 Delete the following folders:
D:\Nortel\Contact Center Multimedia (where D is the drive on which you
installed the Multimedia software)
D:\Nortel\Contact Center (where D is the drive on which you installed
the Multimedia software)
D:\Nortel\CCMMLog (if logs were created)
Note: If you want to save your attachments and the database file, save the
following file and folders to another location:
Cache.dat
inboundattachment
outboundattachment

Chapter 15
Using the Patch Viewer
In this chapter
Use the Patch Viewer 1202

Using the Patch Viewer Standard 7.23
Use the Patch Viewer
You can use the Patch Viewer application to select an installed update and view
the readme for that update. Updates, or service updates (SU) and service update
supplements (SUS) provide design patches and software upgrades for the
Contact Center Multimedia software. If no readme is available for an update, an
information message is presented to the user.
Starting the Patch Viewer

On the Windows Start menu, click All Programs > Nortel Contact Center>
Multimedia Server > CCMM Patch Viewer.
Viewing the readme for the selected update

Use the readme file to review information about how to install the SU or SUS,
and a summary of the software changes included in the SU or SUS.

March 2008 Using the Patch Viewer
1 On the Patch Viewer window, select an update.

2 Click Readme.
Result: If a readme file is available for the update, then the Readme file
appears. If there is no readme file for the update, an information message
appears.
Refreshing the list of installed updates

On the Patch Viewer window, click Refresh.
Closing the Patch Viewer

On the Patch Viewer window, click Close.

Using the Patch Viewer Standard 7.23

Chapter 16
Maintaining the database
In this chapter
Overview 1206
Maintain the Multimedia server 1207
Configure the destination location for a backup 1208
Create an immediate backup 1213
Create a scheduled backup 1219
Clear a scheduled backup 1224
Restore the Multimedia database 1227

Maintaining the database Standard 7.23
Overview
To manage your database, and prevent losing all of your data in case of hardware
or software failure, back up your data regularly. Contact Center Multimedia/
Outbound contains the following tools to ensure that you minimize losing your
data:
a backup utility that backs up the contact and customer details in the
multimedia database
a restore utility that restores any backed-up contact and customer details to
the multimedia database on the server
an archive utility that stores the contact and customer details in the
multimedia database
For more information about archiving the contact and customer details, see
Chapter 17, “Archiving and restoring data.”
a warm standby server, or redundancy server, used for quick recovery if the
primary server fails
For more information about installing and configuring your redundancy
server, see Chapter 8, “Installing the Standby server.”
Note: You must perform a back up of the multimedia database every time a
Contact Center Manager server backup is performed.

March 2008 Maintaining the database
Maintain the Multimedia server
The following list describes the administration maintenance required for the
Multimedia server:
1. Check the e-mail server mailboxes for any mail that was not processed by
the E-mail Manager. Log on to the e-mail server and look at the number of
e-mail messages in each recipient’s inbox. This number reduces each time
the E-mail Manager scans the recipient mailboxes. Nortel recommends that
the administrator add the Contact Center Multimedia/Outbound mailboxes
to the e-mail client.
2. Monitor the amount of disk space available for the multimedia database and
purge unnecessary data when required. For more information, see Chapter
17, “Archiving and restoring data”.
3. Monitor the amount of disk space available for the attachment folder and
purge unnecessary data when required.

Configure the destination location for a

backup
The backup utility creates a full backup of the database and the e-mail
attachments, not an incremental backup since the last backup was performed.
Note: Use the Multimedia backup utility only to back up the Caché database that
includes the .DAT file, stored in \Nortel\Contact Center\MMDatabase the
associated Caché journal files and (optionally) e-mail attachments. The
Windows operating system and log files are not backed up using the Multimedia
backup utility.
a mapped drive on a network with a capacity 10 percent larger than the
database size
Note: If you are performing a backup that includes e-mail attachments,
your mapped network share must be NTFS.
a backup tape with a capacity 10 percent larger than the database size and
supported in the Microsoft Compatibility List for Windows
(www.microsoft.com). If your database is 10 GB, your backup is nearly 11
GB.
Note: Backing up to a local folder is not recommended.
You can also include e-mail attachment folders in your backup, or leave them
out. If you choose to back up your e-mail attachment folders, the e-mail
attachments must be backed up to a mapped drive on a network; they cannot be
backed up on a tape drive. If you back up both the Caché database and the e-mail
attachments to the network drive, the capacity of the network drive must be 10
percent larger than the database size plus the size of the e-mail attachment
folders.

If you are performing a backup that includes e-mail attachments, your mapped
network share must be NTFS.
ATTENTION
locations defined during installation. If required, you can
choose a different location for the inbound and outbound
shared e-mail folders. If you choose a different location, you
must ensure that you:
Outbound.
IUSR_<Servername>.
Help.
Use the backup and restore feature of the Multimedia server to:
Perform an immediate backup of the Multimedia database and e-mail
attachment folders.
Schedule a daily or weekly backup of the Multimedia database and e-mail
attachment folders.
Cancel a scheduled backup.
Restore a previous backup.
ATTENTION
The backup and restore utility can take up to several hours
to complete, depending on the amount of data.

The backup utility backs up only the database and, if you choose, the e-mail
attachment folders. It does not back up log files or the server operating system. If
desired, you can back up the log files when you back up your Multimedia
database using a third-party utility.
Follow your corporate policies to use a third-party utility to back up the

Windows operating system on your server.
Perform an immediate backup of the default database before you run Contact
Center Multimedia/Outbound.
The attachment upload size (Contact Center Multimedia Administrator

application) and the logging settings (Log Configuration) are not backed up by
the database backup process.

a mapped drive on a network
a backup tape
following:



e. Add a description for the share (optional).
h. Give full permissions to your current user account on the Multimedia
server.
i. Click Apply.
j. Click OK.
steps:
b. Click Add.
to your current user account on the Multimedia server.
d. Click Apply.
e. Click OK.



Tip: If you created a user account specifically for mapping drives, you might
need to select the Connect using a different user name check box before
adding the mapped folder.
To back up your database on tape

1 Ensure a tape drive is present on your server.
2 Insert a blank tape into the tape drive.

Create an immediate backup
Start the backup utility to configure an immediate backup. For each backup file,
specify a location to overwrite the previous backup file. It takes about 5 minutes
to back up 1 GB of data.
Note: A log is kept of the progress of the file backup. Use the backup.txt file in
the CCMMLogs folder to review the log file.
Perform a backup now to ensure the backup process works before you schedule
a backup. When you back up your database, you must select a folder for the back
up. Ensure that you map the drive and create a subfolder before beginning your
backup.

Nortel recommends that you shut down all services except the License, Starter
and Database services, while the backup is performed to eliminate exceptions.

CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
ATTENTION

Backing up the database


6 Click Backup.

IF THEN

If you are performing a backup that includes e-
mail attachments, your mapped network share
must be NTFS.

IF THEN
you are backing up to a In the Database box, select the path to the tape
tape0.)

Note: You can only back up your e-mail attachments to a mapped
networked drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 11.
Result: A reminder box appears to remind you of what is currently backed
up using this utility.

To indicate the backup completed successfully, you must see two lines in
the backup output.
13 Review the entire backup.txt log file.


backed up are correct, the and backup locations are correct, the network
14 Click Close.
15 When you make a correction, back up the database and attachment folders
again.
16 Close the Backup utility.

Create a scheduled backup
You can schedule backups on a daily or weekly basis. Each scheduled backup is
saved to the same device and file. You can select either a network location or a
tape drive for backing up the database, and only a network location for backing
up the e-mail attachments.
You must configure specific permissions to access and create scheduled backups
of the Multimedia database.
Note: A log is kept of the progress of the file backup. Use the backupsched.txt
file in the CCMMLogs folder to review the log file.

Nortel recommends that you shut down all services except the License service,
the Database service, and the Starter service while the backup is performed to
eliminate exceptions.

CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
ATTENTION

Configuring the scheduler

1 On the Windows Start menu, click All Programs > Accessories > System
Tools > Scheduled Tasks.
2 In the Scheduled Tasks window, click Advanced > AT Service Account.
3 Beside This Account, enter the details of the currently logged on
administrator.
4 In the Password box, type password for the administrator who is currently
logged on.
5 In the Confirm Password box, confirm the password.
6 Click OK.
Scheduling a backup
When you back up your database, you must select a folder. Ensure that you map
the drive and create a subfolder before beginning your backup.


6 Click Backup.

IF THEN

If you are performing a backup that includes e-
mail attachments, your mapped network share
must be NTFS.
tape0.)

You can only backup your e-mail attachments to a mapped networked
drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 13.
10 In the Day box, select the day that you want to perform the backup. You can
select a specific day, or you can choose to perform the backups daily.
Note: If you select more than one backup, new backups replace the older
file.
11 In the Execute Time box, enter the time you want the backup to start, using
the 24-hour format in local time. For example, 4:00 in the afternoon is
represented as 16:00 in the 24-hour format.

13 Click Schedule Backup.
Result: Reminder boxes appear to remind you of what is currently backed
up using this utility, and the location of the backed up files.
14 Click OK on the reminder boxes to schedule the backup.
Running a scheduled backup

After a scheduled backup is complete, check the log file to make sure no errors
are reported and the backup was successful.
1 Open the BackupSched.txt log file.
2 Review the BackupSched.txt log file to ensure that there are not error
messages for the database or attachment backups.
3 If the Backup failed message appears in the backup.txt file, review the rest
of the log file to diagnose and correct the problem.
4 Click Close.
5 If an error is reported, ensure the backup locations are correct, and the
network share or tape is available, has sufficient permissions, and is not
full.
6 If you make a correction, back up the database and attachment folders
again.

Clear a scheduled backup
You can clear one scheduled backup at a time.
To clear a scheduled backup

6 Click Backup.

7 Click Clear Backup.

Result: The Cancel a Scheduled Backup window appears.
8 Click Console to see the order of the backup files.

Result: A console window appears.
9 Determine the number of the backup you want to remove. The ID is in the
second column in the console window.

10 Close the console window.

Result: The Cancel a Scheduled Backup window remains open.
11 In the Scheduler Service task ID box, type the number of the backup you
want to remove.
12 Click Clear.
13 Click Close.

Restore the Multimedia database
You can use the backup and restore utility to restore a multimedia database if a
hardware or software failure occurs. Use the latest known backup file to restore
the database.
The backup utility restores only the database and optionally the e-mail
attachment folders. It does not restore log files or the server operating system.
The attachment upload size (Contact Center Multimedia Administrator

application) and the logging settings (Log Configuration) are not restored by the
multimedia backup and restore utility.
Restoring the Contact Center Multimedia/Outbound database

Before you restore your database, you must shut down all of the Contact Center
Multimedia applications. It is important that no services, except for the Cache
database, License Manager service, and the Starter service are running while
you restore the database. You must not use the Outbound Campaign
Management Tool or the Agent Desktop until the restore is complete.
CAUTION
Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.
Outbound applications, the restore fails.

2 Click Stop All.

3 Under Caché Controller Service, click Start.
4 Under CCMM Starter Service, click Start.
5 Under CCMM License Service, click Start.


12 Click Restore.
13 Beside Restore from, select the location you used to back up the database
14 In the Database box, select a file name for your backup file. Click Browse
15 If you want to restore the e-mail attachment folders, in the Attachments
box, select X:\folder name on the network share. Click Browse and open

the selected file name. If you are backing up the database to a mapped
network folder, you must back up the attachments to the same location.
If you do not want to restore the e-mail attachment folders, select the Do
not Restore E-mail Attachments check box.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the path is not correct, click No,
select the correct file name, and then click OK.
17 Click Close.
18 Click Close to exit the Backup utility.

Chapter 17
Archiving and restoring data
In this chapter
Overview 1232
Archiving the database 1233
Restoring the Multimedia database from an archive 1242
Recovering from a failed archive or restore 1246

Archiving and restoring data Standard 7.23
Overview
Archive the Contact Center Multimedia database regularly to clear up space in

the database partition of your server. The archive schedule must reflect your
contact center volume to prevent large archive files.
If you require a copy of the previous data, you can use any archive or backup
file, or a combination of both.
Track the archive and backup files you create to know what data is in each
archive, and how it is organized.

March 2008 Archiving and restoring data
Archiving the database
The data from the Multimedia database is archived to tab-delimited text files that
can be viewed in third-party applications such as Microsoft Excel.
If the archiving is done infrequently, the archive files can be large, so an archive
schedule must reflect your contact center volume.
You can archive contacts associated with the following elements:

outbound campaigns
e-mail rules
skillsets
For example, if you know there is no more action expected for a particular
skillset, you can archive the contacts associated with that skillset.
When you archive data, you can also choose to archive the customer data with
the contact data. When an archive is performed, the data is stored in a flat file
and then deleted from the database. The only way to retrieve this data is to
perform a restore of the archive. The following information is are archived:
contact details (and associated answer and custom fields)
action details (and associated custom fields)
attachment files
customer details (if requested, including all phone number, e-mail address
and customer field records that are attached to the customer)
If you choose to archive the customer data as well, records associated with
the customer data are not deleted if other contacts associated with the
customer exist in the database after the archive is complete. The records
appear in the archived file.
campaign details and associated script questions, disposition codes and
custom fields (for outbound campaigns)

Before you begin to archive your contacts, you must determine which type of
archive or restore you want to use.
ATTENTION
In the event that the data generated from an archive is modified
manually, the data may become corrupt resulting in the failure
of future restores based on the data. For this reason, Nortel
cannot support issues with the application arising from manual
modification of the data generated by the archive process.

When an archive is performed, if any of the data waiting to be archive is updated
by an agent (for example, a closed contact is reopened), the archive utility
cannot delete the record and generates an exception. Nortel recommends that
you shut down all services while the archive is performed to eliminate the
archiving exceptions.


Note: Do not stop the License Manager service.
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Starter
3 Under the Caché Controller service, click Start.

Starting the Archive utility

5 Double-click Archive/Restore Utility.
Result: The Archive & Restore Utility window appears.
6 Click an option on the toolbar for your archive. You can choose from:
Archiving by Outbound Campaign
Archiving by E-mail Rule (See “Archiving by e-mail rule” on page 1238.)
Archiving by Skillset (See “Archiving by e-mail rule” on page 1238.)

Archiving by outbound campaign

You can only archive one complete campaign at a time. If you attempt to archive
an active campaign, you receive an error message. The Archive utility archives
campaign level information such as the agent script and associated questions to a
file named CampaignArchive.txt, and the all of the contact data associated with
the campaign, such as the responses to script questions and disposition code data
to a file named ContactArchive.txt.
A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you
choose.
1 On the Contact Center Archive & Restore Utility window, click
Archive\Restore Outbound Campaigns.
2 Click the Archive Outbound Campaign tab.

3 In the Campaign List, click the outbound campaign you want to archive.
4 Click the right arrow to move the selected campaign to the list of campaigns
to archive.
5 To include customer data for the contacts in the outbound campaign, select
the Archive Customer Data check box.
6 In the Archive Description or Comments box, type comments or
information about this archive.

7 Under Archive Folder, browse to the folder where you want to store the
current archive. The folder location you choose for the archive must not
contain any other files.
8 Click Archive Now.
Result: A progress bar appears to report archive process to the user and a
message box indicates successful completion of the archive.
Archiving by e-mail rule

When you choose to archive by e-mail rule, the archive date defaults to six
months prior to the current date. When you archive data, you cannot select the
current date. Only closed contacts within your selected date range are archived.
Attachment files for e-mail messages are archived in an attachment folder under
the folder selected for the archive. All data is archived to a single flat file named
ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the
archive folder you choose.
Archive\Restore E-mail Rule.
2 Click the Archive E-mail Rules tab.

3 Under E-mail Rule list, navigate through the list of mailboxes and select the
rules that you want to archive.
4 Click the right arrow to move the selected rule to the list of items to archive.
5 Repeat steps 3 and 4 for the number of rules you want to archive.
6 Under Archive Contacts closed on or before, click the last date for which
you want to archive contacts.
7 To include customer data for the contacts with the selected items, select the
Archive Customer Data check box.
9 Under Archive Folder, type or browse to the folder where you want to store
the current archive. The folder location you choose for the archive must not
Archiving by skillset
When you choose to archive by skillset, the archive date defaults to six months
prior to the selected date. When you archive data, you cannot select the current
date. Only closed contacts within your selected date range are archived.
Skillsets that are marked as deleted are displayed with an asterisk.
All contact data is archived to a single flat file named ContactArchive.txt. A log
file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose.


Archive\Restore Skillset.
2 Click the Archive Skillset tab.

3 Under the Skillset list, click a skillset that you want to archive.
Tip: Skillsets in the Skillset list marked with an asterisk are no longer in
service.
4 Click the right arrow to move the selected skillset to the list of items to
archive.
5 Repeat steps 3 and 4 for the number of skillsets you want to archive.
6 Under Archive Contacts closed on or before, click the last date for which
you want to archive contacts.
7 To include customer data for the contacts with the selected items, select the
Archive Customer Data check box.
9 Under Archive Folder, type or browse to the folder where you want to store
the current archive. The folder location you choose for the archive must not



Restoring the Multimedia database from an

archive
You can restore your database from any selected archive. The flat files are added
to the database file.
ATTENTION
In the event that the data generated from an archive is modified
manually, the data may become corrupt resulting in the failure
of future restores based on the data. For this reason, Nortel
cannot support issues with the application arising from manual
modification of the data generated by the archive process.
Restoring an archive

5 Double-click Archive/Restore Utility.

Result: The Archive & Restore Utility window appears.
6 Select the option you want to use to restore.

7 Select the Restore tab.

Result: If you select to archive an outbound campaign, the restore window
appears as follows.
If you select to archive an e-mail rule or a skillset, the restore window

appears as follows

8 In the Restore Contacts From Folder box, browse to the folder from which
you want to restore the archive. The Restore Utility restores all data from
the folder that you choose.
Result: The restore details appear in the Contacts to Restore, Customer
Data Archived and Date of Archive, Date Contacts Archived Up To, and
Archive Description or Comments fields.
Result: In order to prepare the data for restoring, all of the audit records
archived are loaded into the database from the archive location. This
activity takes time that results in a delay to show the progress bar that
denotes the commencement of the restoration. Do not close the Archive
utility during this time. The delay is proportional to the number of audit
records that were archived.

Recovering from a failed archive or restore
In the event that you experience a problem with the database or Contact Center
Multimedia server during an archive or restore, a message box appears.
This message box indicates one of two things:

a network issue is preventing the client from reporting progress to the user
but the archive and restore is still in progress
there has been a database or server crash which prevents the process from
completing successfully.
If there has been a database or server crash, you must shut down the Archive
utility by clicking OK. When the Archive utility closes, a message box tells the
user how many contacts are outstanding. The archive or restore automatically
restarts.
You can only perform one restore or archive at one time. You must restart the
Archive utility to complete the restoration or archival before you perform
another.

Chapter 18
Alarms and events
In this chapter
Overview 1248
Create Log reports 1249
Configure the Windows SNMP service on the server 1255
Use the Event to Trap Translator to select events 1257

Alarms and events Standard 7.23
Overview
This chapter describes the support of Simple Network Management Protocol

(SNMP) traps with Contact Center 6.0.
Windows provides a Simple Network Management Protocol (SNMP) agent,

which runs as a service on the Contact Center Multimedia/Outbound server. You
can use this service to forward events to a Network Management System (NMS)
on your network. To do so, you must do the following tasks:
Ensure that Contact Center 6.0 products are generating sufficient events for
new and existing features. These events must be registered correctly so they
can be viewed correctly in Windows Event Viewer.
Configure the Windows SNMP service on the server. See “Configure the
Windows SNMP service on the server” on page 1255.
Select the types of events to be forwarded to the NMS. See “Use the Event
to Trap Translator to select events” on page 1257.
Configure the NMS, according to your NMS documentation.

March 2008 Alarms and events
Create Log reports
Use the Multimedia Log Configuration window to select the location of and
detail stored in log files for the components of the Multimedia Server. You can
filter these events by event codes when you experience problems with your
system. The log files are stored in the CCMMLogs folder on the same drive as
the operating system.
In the Log Configuration window, you can select:

the verbosity or severity of the logging that you want to filter
which Multimedia components generate log files
the directory in which the system stores the log files
The verbosity ranges from 1 to 6, as follows:

1. Critical errors only—Only critical errors. Critical errors require
immediate action to resolve a system failure.
2. Critical and major errors—All critical and major errors. Major errors are
reported when the system is working; however, the functionality is
impaired.
3. All errors—All critical, major, and minor errors. Minor errors are reported
when the system is working as is most of the functionality; however, some
of the functionality is impaired.
4. All errors and first-level trace information—Debugging information at
the page level.
5. All errors, first- and second-level trace information—Debugging
information at the functional level.
6. All errors and all levels of trace information—All debugging
information.
Note: Verbosities 1 to 3 are logged in the Event Log.
The default verbosity is 4. With a verbosity of 4, you can see all of the error
messages and the first-level traces.

The default log size is 200 000 bytes. When the current log file is full, it
becomes a backup file, and a new log file appears. When the second log file is
full, the backup file is deleted, and the second log file becomes the backup file.
Reading the Contact Center Multimedia/Outbound trace file

Each trace file provides the following information for each of the event codes:
timestamp
date and time
component
event code
log level
process ID
description
module, function name, line number, or all three
Using the Contact Center Multimedia/Outbound Log Configuration

window
2 Expand Multimedia Administrator.

4 Double-click Logging Configuration.

Result: The CCMM Log Configuration window appears.
5 In the Logging box, select the level of verbosity you want in the selected
log files.
6 In the Log File Size box, type the maximum size of the log file. The default
is 200 000 bytes.
Note: If you make a change to this size entry, you must stop and restart all
services for the new log file size to take effect.
To stop and restart the services, you can use the Contact Center
Multimedia Service Control Utility:

b. Click Stop All.

c. When all services are stopped, click Start All.
d. Click Exit to close the Contact Center Multimedia Service Control
Utility.
7 In the Components section, select the Enabled check box beside the
components for which you want to generate log files.
8 Click Browse to change the directory in which you want to store the log
files.
9 Click OK.

Trace log events in Contact Center Agent

Desktop
Logging is always turned on for the Contact Center Agent Desktop application.
Do not change the level of logging for the Contact Center Agent Desktop
because it can adversely affect the performance of your contact center.
Locating the Contact Center Agent Desktop log file

1 Open Windows Explorer.
2 Navigate to the folder C:\Documents and Settings\<username>\
Application Data\Nortel\Agent Desktop\Logs, where C: is the drive
where the operating system stores the user profiles, and <username> is
the user id for the client computer.
3 On the Tools menu, click Folder Options.
4 Click the View tab.
5 Select Show hidden files and folders.

6 In the Logs folder, open the file AgentDesktopLog.txt which contains the
logs for the Contact Center Agent Desktop.
To open the CCMM Log Configuration utility on an agent’s computer

1 Browse to the folder on the server: D:\Program Files\Common
Files\Nortel\Contact Center Multimedia (where D: is the drive on which you
installed the Contact Center Agent Desktop application).
2 Double-click the CCMMLogConfiguration file.
Result: The CCMM Log Configuration window appears with the following
code:
# The name of the database
DATABASE=CCMM_DB
#Number of connections to open initially (not used)
POOL=3

Configure the Windows SNMP service on the

server
Configure the Windows SNMP service to log specific events on the Contact
Center Multimedia server.
Configuring the SNMP service

1 Log on to the server as administrator.
Services.
3 On the list of services, select SNMP Service.
4 Right-click SNMP Service, and then click Properties.
Result: The SNMP Service Properties window appears.
5 Click the Traps tab.
6 If no community name is defined, in the Community name box, type

public.

7 Click Add to list.

8 To add the IP address of the NMS to which the server sends traps, click
Add.
Result: The SNMP Service Configuration window appears.
9 Type the IP address of the NMS.

10 Click Add.
Result: The SNMP Service Configuration window closes.
11 In the SNMP Service Properties window, click OK.
Result: The SNMP Service Properties window closes.
12 In the Services window, right-click SNMP Trap Service.
13 On the resulting menu, click Start.
Result: The SNMP Trap Service starts.

Use the Event to Trap Translator to select

events
Use the Event to Trap Translator to select events that you want to monitor on the
Contact Center Multimedia server.
Selecting events
1 On the Windows Start menu, click Run, and then type evntwin.
Result: The Event to Trap Translator window appears.

2 Under Configuration type, select Custom, and then click Edit.

Result: The event sources and events are displayed.
3 Under Event sources, double-click Application, and then scroll down and
select CCMM.
Result: The list of Multimedia events is displayed in the Events panel.
4 Select the Multimedia event you want to be converted to SNMP trap and
double-click the event selection on the Events panel.
5 Click OK on the Properties windows if no change is needed for the
Generate trap. The default value for generate trap if the event is reached is

1. The selected event trap is now displayed in the Events to be translated to

traps box.
6 Click Apply and then click OK to complete the configuration.


Chapter 19
Managing security
In this chapter
Overview 1262
General security precautions 1263
Microsoft security guidelines 1264
Password guidelines 1265
Check server events for suspicious activity 1266
Use the Windows Server 2003 Security Configuration Wizard 1273
Enable SSL on the E-mail Manager 1281
SMTP Authentication 1285

Managing security Standard 7.23
Overview
This chapter describes the security considerations that you must use when you
install and configure your Contact Center Multimedia server.
For more information about applying the Nortel Contact Center Security
Template, see Nortel Contact Center 6.0 Security Templates User Guide on the
Partner Information Web site (www.nortel/pic).

March 2008 Managing security
General security precautions
Common security practice suggests your servers and network have multiple
lines of defense against viruses and other malicious intruders. By establishing a
layered security, you help to keep out as many threats to your security as
possible. Working in concert, the following devices or applications can help to
keep out unwanted traffic, notify you when unauthorized access does occur, and
protect your computer from known Trojans, worms, and viruses.
A hardware- or software-based firewall on a separate computer or device.
Regardless of what type you use, the firewall represents your outer
boundary of protection.
An antivirus software program that meets the requirements of the Contact
Center Multimedia software. For more information, see the Contact Center
Multimedia Technical Requirements and Operating System Configuration
Guide.
If you are using Web Communications in your contact center, the updated
antivirus and antispyware do not affect the behavior of the interaction between
customers and agents. For more information, see “Prevent blocked invitations”
on page 287.

Microsoft security guidelines
You must ensure that you are running your server with the most current
Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List (available from Nortel Technical
Support Web site) for the list of applicable Microsoft security hotfixes that
should be applied.
Backup the entire Contact Center Multimedia server (operating system,
server software, and multimedia database), then shut down all Contact
Center Multimedia services before you apply any Microsoft security
hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.

Password guidelines
This section provides guidelines for selecting passwords for Contact Center
Multimedia server.
Password format
Write down any new passwords and store them in a secure place for future
reference. Passwords are case-sensitive.
New passwords must be

unique
alphanumeric (containing at least one number)
a minimum of six characters
not nouns
Example
xyd45fst
Changing passwords
Change passwords at the following times:
during the initial system setup after the operating system is installed
at regular intervals for maximum security
if you experience trouble logging on to Windows
if the server software is reinstalled (the default accounts and passwords are
recreated, so passwords must be changed)
Note: If you require support from Nortel or your distributor, you must tell them
any new passwords.

Check server events for suspicious activity
Security auditing is enabled on the server. Suspicious actions by a user are

logged as event code 40593 in the Event Browser window on the client, and in
the security log in the Windows Event Viewer. The severity of the event depends
on the severity of the condition that caused the event.

Activate the Nortel Contact Center Security

Template
Nortel Contact Center 6.0 provides a set of predefined Windows Server 2003
Security Templates that can be deployed quickly to secure the Nortel Contact
Center 6.0 suite of servers.
You can activate the Nortel Contact Center security template locally or as a
group policy in an Active Directory in which the Contact Center Multimedia/
Outbound is located. You can deploy the Security Template either before or after
you have installed the server software.
If you are activating the Nortel Contact Center Security Template locally (on the
server on which you installed Contact Center Multimedia/Outbound), you must
select the applicable Security Template for the Nortel Contact Center application
server and download the selected template from the Enterprise Solution PEP
Library web site (http://www.nortel.com/espl) to the local disk drive. When the
file is downloaded, you can import and configure the Security Template using
the Microsoft Security Configuration and Analysis utility.
If you want to activate the Nortel Contact Security Template on a coresident

server, make sure that you download the coresident template.
If you are adding Communication Control Toolkit to a previously standalone

Contact Center Manager Server, you must rollback the original Contact Center
6.0 security template and reapply a new one for the coresident server.
For more information about applying the Nortel Contact Center Security
Template, see Nortel Contact Center 6.0 Security Templates User Guide on the
Partner Information Web site (www.nortel/pic).
Activating the Nortel Contact Center Security Template

1 Log on to the server as Administrator.
2 On the Windows Start menu, click Run.
3 Type mmc, and then click OK.

Result: The Console1 window appears.
4 From the File menu, choose Add/Remove Snapin.

Result: The Add/Remove Snap-in window appears.
5 Click Add.
6 The following window appears.
7 Select Security Configuration and Analysis, and then click Add.

Result: Security Configuration and Analysis appears in the Add/Remove

Snap-in window.
8 Click OK.
9 On the console, right-click Security Configuration and Analysis.
10 Click Open Database.

11 In the File Name box, enter a new database name. For example, Contact
Center Multimedia/Outbound Security Template.
12 Click Open.
Result: The Import Template dialog box appears.
13 Select Contact Center Multimedia/Outbound Security Template.inf, and

then click Open.
14 On the console, right-click Security Configuration and Analysis and then
click Analyze Computer Now.

Result: The Perform Analysis dialog box appears. The default location for
the Security Template log is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.
15 Click OK.
16 Right-click Security Configuration and Analysis, and then choose
Configure Computer Now.
Result: The Configure System dialog box appears. The default location for
the configuration log file is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.
17 Click OK.
18 Restart the server to activate the new security policy and configuration.
Applying the Security Template in a network domain

You can apply the Nortel Contact Center Security Templates in a network
domain environment by importing the template into a group policy object of an
organizational unit (OU) where the Contact Center 6.0 server is a member.
1 Open Group Policy Management Console (GPMC).
2 In the console tree, and expand the domain or OU that you want to import
the Security Template.

3 Right-click the Group Policy object that you want to edit, and then click
Edit.
4 On the Group Policy Object Editor console tree, click Computer
Configuration.
5 Click Windows Settings, and then right-click Security Settings.
6 Click Import Policy.
7 Select the Contact Center 6.0 Security Template that you want to import,
and then click Open.

Use the Windows Server 2003 Security

Configuration Wizard
The Security Configuration Wizard is part of Windows Server 2003 service

pack 1. The Security Configuration Wizard determines the minimum
functionality required for the role of the server, and disables functionality that is
not required. The Security Configuration Wizard can:
disable unneeded services
block unused ports
allow address or security restrictions for open ports
prohibit IIS Web extensions
reduce protocol exposure to server message block (SMB), LanMan, and
Lightweight Directory Access Protocol (LDAP)
define an audit policy based on your auditing objectives
Installing the Windows Server 2003 Security Configuration Wizard

The Security Configuration Wizard is an optional component included with
Windows Server 2003 service pack 1. You can install and run the Security
Configuration Wizard on your Contact Center Multimedia server only if you
have Windows Server 2003 service pack 1 installed.
1 On the Windows Start menu of the Multimedia server, click Control Panel
> Add or Remove Programs.
2 Click Add/Remove Windows Components.
3 Select the Security Configuration Wizard check box.
4 Click Next.
5 After the installation is complete, click Finish.

Applying a security policy to the Contact Center Multimedia server

using the Security Configuration Wizard
You can select minimum options when running the Security Configuration
Wizard on your Contact Center Multimedia server. You can create a less
restrictive policy by enabling other services and server roles depending on your
requirements.
Note: Contact Center Multimedia 6.0 must be installed and all Contact Center
Multimedia services must be started on your server before running the Security
Configuration Wizard as the wizard detects what inbound ports the server is
listening on.
To run the Security Configuration Wizard

1 Click Start > Run.
2 Type SCW, and then click OK.
3 On the Welcome window, click Next.
4 On the Configuration window, select Create a New Security Policy and
click Next.
Result: The host name of the local server appears on the Select Server
window.
5 Ensure the host name of the local server is correct, and then click Next.
6 After the processing of the security configuration database is finished, click
Next.
7 Beside Select Server Roles, click Next.
8 Select the Web Server check box, and then click Next.
Note: Only the Web server role is required by the Contact Center
Multimedia server.
9 In the Select Client Features window, select the client features you want to
enable.
As a minimum, Nortel recommends that you select the following features:
Automatic update client
DNS Client
DNS registration client

Domain member
Microsoft networking client
WINS client
10 Click Next.
Result: The Administration and Other Options window appears.
11 Select the server features you want to enable.
As a minimum, Nortel recommends that you select the following features:
Local application installation (to allow the installation of SUs)
Windows firewall
12 Click Next.
Result: The Select Additional Services window appears.
13 Select the services you want to enable.
You must enable the following services for Contact Center Multimedia to
function correctly:
Caché Controller for Nortel
CCMM Email Manager service
CCMM License service
CCMM Manager Client service
CCMM OAM service
CCMM Outbound Scheduler service
CCMM Starter service
Select services that you require such as antivirus software clients.
14 Click Next.
15 In the Handling Unspecified Services window, select an option only if you
intend to apply the security policy to another server. The option is applied to
the other server. Choose one of the following:
Select Disable the service to disable all services on the server that are
not defined in the security policy.

Select Do not change the startup mode of the service to avoid

changing the startup mode of the services on the server that are not
defined in the security policy.
16 Click Next.
17 On the Confirm Service Changes window, review the services that are
modified when you apply this policy to your system, and then click Next.
18 On the Open Ports and Approve Applications window, ensure the following:
80 (HTTP)
137 (NetBIOS name service)
1972 (ODBC connections)
ports used by CCMM OAM service (CCMMOAM.exe)
ports used by CCMM Manager Client service (MCMCService.exe)
Note: It is not necessary to select all of the CCMM services since only the
services specified are used to listen for incoming connections.
19 To allow connections to port 1972 on the Contact Center Multimedia server,
do the following:
a. On the Open Ports and Approve Applications window, click Add.
b. Type the port number 1972 and under Protocols, select the TCP check
box.
c. Click OK to return to the Open Ports and Approve Applications window.
20 You can further restrict what remote machines connect to the ports listed ,
by doing the following:
a. On the Open Ports and Approve Applications window, click Advanced.
b. Contact Center Multimedia requires that the following remote machines
are allowed to connect to the following ports:
80 (HTTP) (all Contact Center Agent Desktop and Outbound Campaign
Management Tool clients)
ports used by the CCMM OAM Service (CCMMOAM.exe)
1972 (Caché.exe)
21 Click Next.
22 On the Confirm Port Configuration window, review the Inbound Port
Configuration, and click Next.

23 On the Require SMB Security Signatures window, select the All

computers that connect to it satisfy the following minimum operation
system requirements check box.
24 Clear the It has surplus processor capacity that can be used to sign
file and print traffic check box, and then click Next.
25 On the Outbound Authentication Methods window, select only the Domain
Accounts box. Ensure that you clear the other check boxes, and then click
Next.
26 On the Outbound Authentication using Domain Accounts window, select
the Windows NT 4.0 Service Pack 6a or later systems check box.
27 Clear the Clocks that are synchronized with the selected server’s clock
check box, and click Next.
28 Review the Registry Settings Summary, and then click Next.
29 In the Audit Policy Section, select Do not audit.
30 On the Select Web Service Extension for Dynamic Content window, select
the following extensions:
Active Server Pages
ASP.NET v1.1.4322
D:\Nortel\CacheSys\csp\bin\CSPms.dll
D:\Nortel\CacheSys\csp\bin\CSPmsSys.dll
Note: If your software is not on drive D, replace D: with the correct drive
letter.
Note: The check boxes for Caché Web Service Extensions available on
drive C can be left clear. Only the Caché Web Service Extensions installed
in Nortel\CacheSys\esp\bin are required.
31 Clear the Prohibit all other Web service extensions not listed above
check box, and then click Next.
32 On the Select the Virtual Directories to Retain window, ensure there are no
legacy virtual directories, and then click Next.
33 Clear the Deny anonymous users write access to content files check
box, and then click Next.
34 Review the IIS Security Settings Summary, and then click Next.
35 Save your security policy as an XML file to a location on your server.

36 Click Next.
37 On the Apply Security Policy window, click Apply Now, and then click Next.
Result: The security policy is applied–the relevant services are disabled
and the Windows firewall blocks relevant ports.
38 Click Next.
39 Click Finish to close the Security Configuration Wizard.
Returning to a security policy applied using the Security

Configuration Wizard
You can use the Security Configuration Wizard to roll back the changes made to
the system by the last security policy.
To return to previous security settings

1 Click Start > Run.
2 Type SCW, and then click OK.
3 On the Welcome window, click Next.
4 On the Configuration Action window, click Rollback the last applied
security policy, and then click Next.
Result: The host name of the local server appears on the Select Server
window.
5 Ensure the host name of the local server is correct, and then click Next.
Result: The rollback file appears in the Security Configuration Wizard.
6 Review the rollback file. If you are satisfied with the changes, click Next to
proceed with the rollback. If you are not satisfied with the changes, click
Cancel.
7 After the rollback is complete, click Next.
8 Click Finish.

Contact Center Multimedia 6.0 port requirements

This section describes the port requirements for connections between the
Contact Center Multimedia server and the Agent Desktop clients, e-mail server,
and external Web server.
This information is required only if you want to use a firewall between any of
these computers. Nortel recommends that you do not use a firewall between the
Contact Center servers (Contact Center Manager Server, Contact Center
Manager Administration, Communication Control Toolkit, and Contact Center
Multimedia).
Agent Desktop
When agents load the Contact Center Agent Desktop application by typing a
URL in their browser, the Contact Center Multimedia server connects to the
client on port 80 using TCP.
When the Contact Center Agent Desktop application is downloaded to the client,
the application also connects to the Communication Control Toolkit server on
port 29373 using TCP.

Users launch the Outbound Campaign Management Tool by logging on to the
Contact Center Manager Administration server and choosing the appropriate
Multimedia server under Outbound. The Outbound Campaign Management
Tool starts on the client and connects to the Contact Center Multimedia server on
port 80 using TCP.
E-mail
The Contact Center Multimedia E-mail Manager connects to the configured e-
mail servers on ports 110 (POP3) and 25 (SMTP) using TCP.
External Web site

An external Web site uses Web services to connect to the Contact Center
Multimedia server on port 80 using TCP.

Contact Center Manager Administration and other ODBC clients

The Contact Center Manager Administration server and any other ODBC clients
that use Crystal Reports to report on the Multimedia database connect to the
Caché database on port 1972.

Enable SSL on the E-mail Manager
Contact Center Multimedia/Outbound supports Secure Sockets Layer (SSL) to

protect data traveling between the e-mail server and the Contact Center
Multimedia/Outbound server. Follow the steps in this section to enable SSL on
the E-mail Manager.
Enabling SSL on the E-mail Manager

1 Open the mailservice.properties file. The mailservice.properties file is in
X:\Nortel\Contact Center Multimedia\Multimedia Server\Email Manager,
where X is the drive on which you installed your Multimedia server
software.
2 Copy the following lines into mailservice.properties file.
mail.pop3.socketFactory.class=javax.net.ssl.SSLSocketFactory
mail.pop3.socketFactory.fallback=false
mail.pop3.socketFactory.port=995
Note: Nortel recommends a false connection on the fallback. If you set
fallback to false, a secure connection cannot be established and the
operation fails. If you set the fallback to true, during a failure the connection
is unsecure.
3 Set the port to the correct value. Use the following steps to set the port
number:
a. Log on to the Multimedia Administrator.
b. Expand Server Administration.
c. Double-click Server Configuration.
d. In the Server Settings window, double-click Inbound Mail Server
(POP3).

e. Enter the following information:

messages.
Server Type: For the inbound e-mail server, select POP3.
Port Number: Type the standard port number for the e-mail server,
which is 995.
f. Click Save.
4 Copy the following lines into mailservice.properties file.
mail.smtp.socketFactory.class=javax.net.ssl.SSLSocketFactory
mail.smtp.socketFactory.fallback=false
mail.smtp.socketFactory.port=25

Although SMTP is left unsecure, once e-mail traverses the Internet, it is

unsecure. Implementations of secure SMTP vary as does the port number.
For more information, see the documentation for your e-mail server.
Result: The configuration is complete. If an error is reported in the
EmailManager.log file: javax.net.ssl.SSLHandshakeException: Could not
find trusted certificate indicating that the target mail server's SSL certificate
was signed with a certificate from a signing authority that is untrusted or
you are using a test certificate, proceed to “Enabling SMTP Authentication
on your e-mail server” on page 1285.
5 Use Java keytool to enable trust for a signing authorities certificate. By
default, Java application SSL implementations automatically trust many of
the major certificate authorities such as Verisign or Thawte. However, if you
are using a test certificate you must add the following text to C:\Program
Files\Java\jrel.5.0\lib\security\cacerts:
keytool -import -alias mycacert -file mycacert.cer -
keystore
Replace mycacert with the actual name of the certificate. The keytool can
be run from C:\Program Files\Java\jre1.5.0\bin or any folder if the Java Bin
folder is in the System Path.
6 When you are prompted for a keystore password, use the default install
password for the JRE trust keystore, changeit.
7 After the certificate details are printed, you are prompted to Trust this
certificate.
8 Type y or yes, and then press return to update the keystore.
Result: Your file appears as follows:
Owner: OU=For VeriSign authorized testing only. No
assurances (C)VS1997, OU=www.verisign.com/repository/
TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc"
Issuer: OU=For VeriSign authorized testing only. No
assurances (C)VS1997, OU=www.verisign.com/repository/
TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc"
Serial number: 52a9f424da674c9daf4f537852abef6e
Valid from: Sun Jun 07 01:00:00 BST 1998 until: Wed Jun
07 00:59:59 BST 2006
Certificate fingerprints:

MD5:
40:06:53:11:FD:B3:3E:88:0A:6F:7D:D1:4E:22:91:87
SHA1:
93:71:C9:EE:57:09:92:5D:0A:8E:FA:02:0B:E2:F5:E6:98:6C:6
0:DE
Trust this certificate? [no]: y
Certificate was added to keystore
9 Enter the keystore password changeit.
10 Restart the E-mail Manager service.
Result: SSL is enabled and working.
Note: To change the default password for security reasons, type the
following command and you are prompted for a new password:
keytool -storepasswd -new changeit -keystore
C:\Program Files\Java\jre1.5.0\lib\security\cacerts

SMTP Authentication
SMTP Authentication is a mechanism of restricting non-authenticated clients

from relaying messages outside your organization. Agents who want to send
external e-mail must provide their logon credentials to the e-mail server before
their e-mail is relayed. Failure to authenticate leads to either an immediate
message from the e-mail server indicating that relaying is prohibited or a non-
delivery report e-mail at a later time. Organizations generally implement SMTP
authentication to prevent SPAM messages being relayed through their networks.
For more information, see the Microsoft Knowledge Base article Q197869.
For more information, see the following RFCs:

RFC 821 – Simple Mail Transfer Protocol (SMTP)
RFC 1869 – SMTP Service Extensions
RFC 2045 – Multipurpose Internet Mail Extensions (MIME)
RFC 2554 – SMTP Service Extension for Authentication
Note: You can obtain copies from http://www.ietf.org
Enabling SMTP Authentication on your e-mail server

SMTP authentication varies from e-mail server to e-mail server. The following
steps describe how to enable SMTP authentication for Microsoft Exchange
Server 5.5.
1 Log on to the Microsoft Exchange Server with domain administrative
privileges.
2 Start the Microsoft Exchange Administrator program.
3 Under the Configuration branch, double-click Internet Mail Service.
4 On the Routing tab, click Routing Restrictions.
5 Ensure the Only Hosts and Clients who successfully authenticate
check box is selected.
6 Restart the Microsoft Exchange Internet Mail Service.

Determining if SMTP Authentication is enabled

You can use telnet to verify if the server's response to the SMTP commands is
enabled on an e-mail server.
1 Start telnet and connect to the IP Address or host name of the mail server.
Connect using the well known port for SMTP (Port 25). Ensure that your
telnet application is enabling a local echo.
Result: The following message appears:
220 SERVERNAME.DOMAIN.COM ESMTP Server (Microsoft
Exchange
Internet Mail Service 5.5.2650.21) ready
2 Type HELO.
3 Try to send an e-mail message to an external address using the MAIL
command:
MAIL FROM: anymailbox
250 OK - mail from <anymailbox>
4 Specify recipients using the RCPT command.
Result: If SMTP Authentication is enabled, you see the following:
RCPT TO: anyone@externaladdress.com
550 Relaying is prohibited
Otherwise, you receive the message:
RCPT TO: anyone@externaladdress.com
250 OK - Recipient <anyone@externaladdress.com>
5 If you find that SMTP Authentication is not enabled, you can continue to
send an e-mail message using the DATA command:
DATA
354 Send data. End with CRLF.CRLF
6 Conclude the e-mail message by typing <ENTER> . <ENTER>
Result: The e-mail message is sent.
250 OK
7 If the SMTP Authentication is enabled, you must re-connect to your e-mail
server.

8 Type the EHLO command after re-connecting:

EHLO
250-SERVERNAME.DOMAIN.COM Hello [LocalMachineName]
250-XEXCH50
250-HELP
250-ETRN
250-DSN
250-SIZE 0
250-AUTH LOGIN
250 AUTH=LOGIN
9 Type the AUTH LOGIN command:
AUTH LOGIN
334 VXNlcm5hbWU6
Result: The response you receive is the string "Username:" Base64
encoded.
10 Type your user name encoded using Base64.
Result: A base64 encoded prompt for password appears:
AUTH LOGIN
334 VXNlcm5hbWU6
dGVzdA==
334 UGFzc3dvcmQ6
dGVzdA==
235 LOGIN authentication successful
11 Confirm the user name and password.
Result: After a successful logon, you can send a mail using the MAIL,
RCPT, and DATA commands.


Chapter 20
Troubleshooting
In this chapter
Overview 1290
Troubleshoot installation problems 1291
Troubleshoot network connectivity 1295
Restart Contact Center servers 1297
Troubleshoot licensing configuration 1301
Troubleshoot the database 1311
Troubleshoot the Multimedia Administrator 1312
Troubleshoot the E-mail Manager 1313
Troubleshoot the Contact Center Agent Desktop 1319
Troubleshoot the Outbound Campaign Management Tool 1324
Troubleshoot contact routing errors 1325
Troubleshoot archiving 1328
Technical support 1333

Troubleshooting Standard 7.23
Overview
This section provides troubleshooting information for the Multimedia server

software.

March 2008 Troubleshooting
Troubleshoot installation problems
This section provides solutions to issues that may arise during or following the
Contact Center Multimedia server software installation.
Installation fails with Windows Server 2003 release 2

You must reinstall Windows Server 2003 R2 without installing the new optional
features before you install Contact Center Multimedia.
To install Windows Server 2003 Release 2 without the optional components, do

not install or configure CD 2 of the Windows Server 2003 Release 2 installation
CDs. When you are prompted to install CD2, click Cancel and then click OK.
For further details about installing the Windows Server 2003 Release 2 operating
system without the optional components, consult the Contact Center Multimedia
Technical Requirements and Operating System Configuration Guide.
Installing Contact Center Multimedia Redundancy server

You must ensure that both the Contact Center Multimedia server and the
Redundancy server are set with the current local date and time for installation
and switching Primary servers to work correctly.
You must change a server name

For more information about changing the server name or IP address of any
server in Contact Center, see Appendix D, “Change the names or IP addresses of
servers.”
Configuring Windows
Contact Center Multimedia supports the US English locale in the following
Operating Systems:
English
Japanese

Traditional Chinese
Regional Options
In the Windows 2003 Server Regional Options control dialog box, choose the
US English locale on the Regional Options tab and the Advanced tab.
Selecting the US English locale in Chinese
Selecting the US English locale in Japanese

Configuring the Unicode font in Contact Center Multimedia

Administrator
You can change the Unicode option in the Contact Center Multimedia
Administrator, however, not all fields can be displayed in some Unicode text.
The list of fields follows the procedure.
1 Log on to the Contact Center Multimedia Administrator application.
2 On the Utilities menu, select Font Options.
3 In the Font Name box, select the code for the text.
4 Click Save.
Result: You can view or type unicode text in the following fields of the
Administrator application windows:
Skillset Settings: Auto Signature names

Login Security Banner: Banner Text

Recipient Addresses: Mailbox Name, Email Domain, Password, Display
Name
Outgoing Email: Email addresses, Barred Address Fragment
Keyword Groups: Keywords
Sender Addresses: Email Address
Auto-Responses: Subject, Body, Attachments
Rule Configuration Wizard: Email Address, Rule Name
Rule Precedence: Email Address, Rule Name
WebComms Configuration: Welcome Message, Agent Label, Customer
Label
Page Push URLs: URL, Description
Auto Phrases: Name, Phrase Text
Web On Hold: Description, URL
Closed Reasons: Reason Text
Custom Fields: Field Name

Troubleshoot network connectivity
This section suggests steps to complete to ensure that the network connectivity
between the components of the Contact Center suite is running effectively.
Your contacts stop queuing

In the CCTServer.log file, you can review errors that indicate that the Contact
Management Framework is not responding to requests from the Communication
Control Toolkit clients, and there are problems with the network connectivity for
all of the Contact Center servers.
If you find the out-of service text in CCTServer.log, the error indicates that the
connection between Contact Center Multimedia and Contact Center Manager
Server is out of service due to network issues.
[Peer] Service Provider Status Change Event - Provider:
CCMM, Status: MasterApplicationFailure
[ActiveProvider CCMM] Service provider has gone out-of-
service
[Peer] Service Provider Status Change Event - Provider:

ContactManager, Status: MasterApplicationFailure
[ContactManager] Service provider has gone out-of-
service
You can also determine if there are network problems on the site by examining
the following files for the text,
java.net.SocketExemption
Look in the following locations:

On the Contact Center Manager server, review D:\Nortel\Core\CMF\<latest
version>\logs\OAMContainer.log, where <latest version> is the latest
version of Contact Management Framework software installed.
On the Communication Control Toolkit server, review
C:\Program Files\Nortel\CCT\CMF\logs\SPContainer.log.

On the Communication Control Toolkit server, review

C:\Program Files\Nortel\CCT\CMF\logs\ClientContainer.log.
Review your network connectivity

To check the network connectivity, perform the following steps:
1. Check the network cable for faults. Cable faults are often difficult to
identify and can be intermittent, therefore replacing the faulty cable with a
known good cable is the best solution.
2. Check the network card speed and duplex settings. Communication Control
Toolkit to Contact Center Manager Server settings must match the required
switch and hub settings, and be in the same network segment. Also, Contact
Center Manager Server and the switch settings must match the required
switch and hub settings, and be in the same network segment.
3. Check the physical network card for faults.
4. Check the network hub. Check both hardware and software (if applicable)
problems in your hub.
5. If your hub is a switched hub, ensure that a virtual LAN separation is not
present at a hardware or software level. If a virtual LAN separation is
present, the performance of the connection between Communication
Control Toolkit and Contact Center Manager Server is minimal.
6. Ensure the ability for Windows to turn off the network card to save power is
disabled. Windows Server 2003 has a power management setting for
network cards.
7. Ensure the network card has the latest driver software release.

Restart Contact Center servers
If you must restart all servers in your contact center solution, use the following
sequences to restart the servers.
Multimedia solution
To shut down and restart the servers in a multimedia solution, perform the
following steps:
1 Shut down the Contact Center Multimedia server, or stop all Contact Center
Multimedia services using the Stop All button in the CCMM Services
Control application.
2 Shut down the Communication Control Toolkit server, or stop the
Communication Control Toolkit core services using the stop button in the
NCCT Console Services.
3 Stop the Telephony and ACDPROXY service in the NCCT Console
Services.
4 Restart the Contact Center Manager Server. Wait until all services are
started before continuing.
Note: Alternative Contact Center Manager Server shutdown sequences
are detailed below.
5 Restart the Contact Center Manager Administration server. This step is
optional.
6 Start the Communication Control Toolkit server, or if the server is not shut
down, start the ACDPROXY and the Telephony services.
7 Start the core Communication Control Toolkit services using the start
button in the NCCT Console Services.
8 Start the Contact Center Multimedia server, or if the server is not shut
down, restart its services using the Start All button in the CCMM Services

Contact Center Manager Server shutdown

To restart the Contact Center Manager Server without rebooting the Contact
Center Manager Server, perform the following steps. This causes Voice Calls to
default.
1 Perform an ICCM Shutdown (iccmsd.exe) to shut down the Contact Center
Manager Server services.
2 Stop and start the CC License Manager service.
3 Perform an ICCM Startup (iccmsu.exe) to restart the Contact Center
Manager Server services. Wait until all services are started before
continuing.
optional.
To reset the multimedia services on the Contact Center Manager Server without
impacting Voice Call handling, perform the following steps.
1 Stop the CCMS OAMCMF_Service service on the Contact Center Manager
Server. The CCMS NBMSM_Service also stops. If CCMS
NBMSM_Service, and CCMS UNE_Service are enabled, they also stop.
2 Start the CCMS NBMSM_Service service. The CCMS OAMCMF_Service
is started automatically. Restart the CCMS SIP_Service and CCMS
UNE_Service services if required.
optional.


Troubleshoot migration problems
This section suggests solutions to running the migration utility to convert the
Symposium Web Center Portal 4.0 database to Contact Center Multimedia 6.0
database.
The ODBC to Symposium Web Center Portal 4.0 connection failed

To test the ODBC Connection, use the following credentials:
User SWCP_ADMIN
Password $nortel$admin
Logs for troubleshooting the database conversion are in the Database.txt file
located in Nortel\Contact Center Multimedia\Logs on the Contact Center
Multimedia server,

Troubleshoot licensing configuration
The License Manager server contains the files required to determine what
features and functionality are enabled in the Contact Center. For information
about the contents of the license file, see Appendix B, “Feature licensing.”
There is a 10 day grace period for solving license issues. For more information
about the grace period, see “Licensing grace period” on page 1307.
Verify licensing is working

If the licensing is working properly, the enabled bit in the cls.Licenses table for
the Contact Center Multimedia caché database is 1.
When you restart the Contact Center Multimedia server, if the Caché service
runs for 20 minutes and then shuts down, you have a licensing issue.
If you have a licensing server issue, review the following items to resolve the
problem:
Verify the Multimedia services are started.
Check the contents of the license registry.
Check the connection between the Multimedia server and the License
server.
Check the name of the License server in the Multimedia Administrator.
Choose the correct license type.
Check the licenses in your contact center.
Review the license log files.
All of these steps are described in this section.
Verifying the Multimedia services are started

Check that the License Manager and Starter services are started on the Contact

1 On the Windows Start menu of the Multimedia server, click All Programs >
Check the contents of the License Manager registry

If the CCMM License Service and the CCMM Starter Service are both Started,
review the contents of the License Manager registry on the Contact Center
Multimedia server to identify the License Manager server. See
HKEY_LOCAL_MACHINE\Software\Nortel\LM\LSHost.
If the contents of the LSHost registry key are invalid, change the License
Manager key in the Multimedia Administrator. See “Confirm the name of the
License Manager server in Contact Center Multimedia” on page 1303.
1 On the Multimedia server, click Start > Run.
2 In the Run box type Regedit.
Result: The Registry Editor application appears.
Note: Only trained individuals can edit the registry. Nortel recommends
backing up the registry before making any adjustments.

3 Expand My Computer.
4 Expand HKEY_LOCAL_MACHINE.
5 Expand Software, Nortel, LM, and LSHost.
Result: The IP address for the License Manager is to the left of the colon (:)
in the LSHost data.
Check the link to the License Manager server

Ping the License Manager server identified in the registry key to ensure that no
network problems exist. If you cannot ping the License Manager server, change
the License Manager key using the Multimedia Administrator (see “Confirm the
name of the License Manager server in Contact Center Multimedia” on page
1303), or debug the network to see why Contact Center Multimedia cannot
contact the License Manager server.
To ping the License Manager server

1 On the Multimedia server, click Start > Run.
2 In the Run box type Cmd.
3 In the command prompt window, type ping lmservername, where
lmservername is the IP address of the License Manager server that you
determined in step 5 of “Check the contents of the License Manager
registry,” on page 1302.
Confirm the name of the License Manager server in Contact Center

Multimedia
The License Manager server identified in the registry key must match the
License Manager server configured in the Multimedia Administrator. If you
need to change the name of the License Manager server, perform the following
steps:
Center Multimedia.

4 Click the Contact Center License Server.

5 Click Edit.
6 Change the name or the port number for the Contact Center License
7 In the Backup Server box, type the name for the backup License Manager
server, if you have one.
8 Click Save.
server.
9 Click OK.
10 Click Close.
11 Stop and restart the services.
a. On the Windows Start menu, click All Programs > Administrative
Tools > Services.
b. Stop the CCMM Starter service.
c. Stop the CCMM License service.
d. Start the CCMM License service.
e. Start the CCMM Starter service.
Verify the licensing type

You must also check to see if the type of license (Nodal or Corporate) on the
License Manager server, specified in the registry at
Hkey_Local_Machine\Software\Nortel\LM\Type, matches up with the license
type defined in Contact Center Multimedia, specified in the registry on the
Multimedia server in HKey_Local_Machine\Software\Nortel\LM\Type. If these
types do not match up, change the license type on Contact Center Multimedia
server using the Multimedia Administrator application.

To change the license type

1 In the Multimedia Administrator application, expand General
Administration.
2 Double-click System License.
Result: The License Configuration window appears.
3 In the License Type box, choose the license type (NODAL or CORP).
4 Click Save.
5 Stop and restart the services using the following steps:
Tools > Services.
Review the License Manager file

If the necessary licenses for your Contact Center Multimedia operation are not
present, review the current licenses and if required, add the necessary licenses to
the License Manager file on the License Manager server.

To review the License Manager file

1 On the Start menu of your Contact Center Manager Server, choose All
Programs > Nortel Contact Center > License Manager > Configuration.
Result: The License Manager Configuration dialog box appears.
2 Click View Licenses.

Result: The CCMS Package Features window appears.
3 Check in the display window for the following licenses:
LM_MMP – if you are deploying a primary server
LM_MMS – if you are deploying a shadow server
LM_OB – if you are deploying an outbound server
Note: The entries in this display end with an N or C depending on whether
they are a Nodal or Corporate license type.
Additionally, if e-mail or Web agents are in the Contact Center, the display
window shows the following licenses:
LM_NET_EMA or LM_LOC_EMA (dependant on package type) – if you
are deploying e-mail agents

LM_NET_WCA or LM_LOC_WCA (dependant on package type) – if you

are deploying Web communications agents
Note: You can also review these entries in the file D:\Nortel\lm\bin\plservrc
on the License Manager server. For example, if the file contains
hqvD950dcWZqbmxtoc3V3dnaC9uvNHk+WJlxtaimKiihIbkfyGG1Nw5OVl5
aWFg= # CCM 6.0 00:04:75:f8:0b:8d LM_MMPN (1) 60 secs, then the
existence of LM_MMPN indicates that Multimedia is licensed nodally.
ATTENTION
If the license file does not contain the lines LM_MMP
or LM_MMS, then Contact Center Multimedia does
not work.
To add licenses to your current License Manager file

You must contact your distributor to upgrade your license. If your License
Manager file changes, you must stop and restart the Starter and License Manager
services on the Contact Center Multimedia server when the new license file is
installed.
Examine the License Manager log files

As a last step, you can look for any errors in the log files. If you are unable to
find or diagnose the cause of the errors, contact Nortel technical support.
1 On the License Manager server, review the log file specified in the registry
at HKey_Local_Machine\Software\Nortel\LM\Server\Logfile.
2 On the Contact Center Multimedia server, review the log file specified in the
registry key at HKey_Local_Machine\Software\Nortel\LM\Logfile.
3 On the Contact Center Multimedia server, review the CCMM Starter
Service log file specified in Nortel\Licensing\CCMMStartService.exe.config
in the variable logFilename.
Licensing grace period

If there is a communication error between Contact Center Multimedia and the
License Manager, normal operation of Contact Center Multimedia server can
run for a defined grace period. Normal operations such as shutting down the
server, starting up the server, or restarting the services do not affect the grace
period.

The defined grace period is 10 days. When the 10 days expires, the Contact
Center Multimedia services shut down and cannot be restarted until the grace
period is reset. The grace period is decreased whenever a communication error
occurs. For example, if the first communication problem is resolved in two days,
there are still eight days available to permanently fix the licensing issues. The
Application log section of the Windows Event Viewer shows when grace period
time has elapsed. When the grace period expires, the event 61154 Fatal Error
appears in the Windows Event Viewer.
Resetting the grace period

You can contact Nortel to reset the grace period. Schedule the grace period reset
outside of normal contact center working hours.
1 On the Contact Center Multimedia Server, click Start > All Programs >
Administrative Tools > Event Viewer.
2 Double-click the event where the grace period has decreased (Error 61151)
or expired (Error 61154).
Result: The Event Properties dialog box appears. All of the License
Manager events shown in the Event Properties window are listed in
“Contact Center Multimedia events” on page 1343.

3 Copy the lock code. The lock code appears immediately after the text Lock
code = in the Description box.
4 Send the Lock code you copied to Nortel Technical Support.
Result: Nortel Technical Support supplies you with an unlock code.
5 On the Contact Center Multimedia Server, click Start > All Programs >
Nortel Contact Center > Multimedia Server > Grace Period Reset.
Result: The Nortel Contact Center License Grace Period Reset application
dialog box appears.
6 In the Enter the code received from Nortel box, type or copy the code
received from Nortel.
7 Click Apply.
Result: A successful unlock is indicated by the status Code decrypted
successfully.
8 Click Exit to close the Nortel Contact Center License Grace Period Reset
application.
9 Stop and restart the services on the Contact Center Multimedia server.
Tools > Services.


Result: The grace period is reset to 10 days.

Troubleshoot the database
This section lists problems that can occur with the Multimedia database. It
suggests possible solutions.
Cannot access the database

If the system cannot access the database, perform the following tasks:
Ensure that the Multimedia services are running.
Ensure that you can connect to the database. For more information, see Step
9. “Verify the Multimedia database installation” on page 109.
Check the size of the database in the D:/cache.dat file. If the space is at the
maximum, archive the data in the database. For more information, see
Chapter 17, “Archiving and restoring data.”

Troubleshoot the Multimedia Administrator
This section lists problems that can occur with the Multimedia Administrator.
For each problem, it suggests possible solutions.
Cannot log on to the Administrator

If you cannot log on to the Multimedia Administrator, verify that the database is
running.
ODBC error
If you receive an ODBC error, wait a few minutes, and then perform the task
again. This error appears when there is a delay in the database startup.

Troubleshoot the E-mail Manager
This section lists problems that may occur with the E-mail Manager. For each
problem, it suggests a possible solution.
The primary tool for dealing with problems that can occur while using E-mail
Manager is the Contact Center Multimedia/Outbound Event Log Configuration
window.
You can choose where you want to store the E-mail Manager events for the
system. For more information, see “Create Log reports” on page 1249.
The E-mail Manager cannot log on to a mailbox

Perform the following tasks if you cannot log on to a mailbox:
1. Log on to the mailbox using an e-mail client.
2. Verify that the domain name, account name, mailbox name, and password
match the e-mail server settings.
3. Verify that the e-mail server is running and that it is set up properly.
4. Review the log files.
5. Use telnet to verify the user names on the server.
To use telnet to verify the user names on the server

1 On the Start menu, choose Run.
2 Type telnet <mailserver> 110 (where 110 is the port number for POP3),
and then press Enter.
3 Log on to the e-mail server.
Result: If the logon is successful, a message like this one appears:
+OK X1 NT-POP3 Server mail009 (IMail 7.04 997957-16)
user billing
+OK send your password
pass abc123
+OK maildrop locked and ready

If the logon is not successful, a message appears:

+OK X1 NT-POP3 Server mail009 (IMail 7.04 998172-17)
user billing
+OK send your password
pass 123abc
-ERR Invalid userid/password
The Multimedia E-mail Manager inbox did not receive e-mail

Verify that the e-mail server is working properly and the correct host names are
recorded on the Multimedia server.
Verify the host names of the external e-mail servers on the

Multimedia server
If you cannot access the Multimedia server from the external mail servers, you
must ensure that the host names of the external mail servers are correct on the
Multimedia server.
3 Expand Server Administration.
4 Double-click Server Configuration.
Result: The Server Configuration window appears.
5 Double-click the POP3 server.
6 Change the name of the server and the port number of the server as
required.
7 Double-click the SMTP server.
8 Change the name of the server and the port number of the server as
required.
9 Click Save.
Result: The Confirm window appears.
10 Click OK.

Asian characters are not supported in e-mail

OK.
6 Click Apply.
7 Click OK.
Outgoing e-mail is received with corrupt address or message text

The E-mail Manager, by default, encodes outgoing e-mail using UTF-8. On
some systems, for the e-mail message to be successfully sent, the platform
encoding needs to be modified to match the encoding of the sending language
family.




byte order

byte order

To change the encoding for the outgoing e-mail

Multimedia.


5 Click Save.


The system fails to send an auto-acknowledgement or e-mail

response to a customer
Verify the following:
An auto-acknowledgement is set up in the Multimedia Administrator.
The SMTP service is running on the e-mail server.
The Contact Center E-mail Manager service is running on the Contact
The customer’s e-mail address is correct.
Authentication mechanism unsupported

If, after submitting the EHLO command, the server responds with error codes
500, 501, or 502, then SMTP Authentication is not supported on that mail server.
If you receive a message “504 Authentication mechanism unsupported” after the
AUTH LOGIN command, it is possible that your mail server conducts SMTP
Authentication by either not encoding the logon credentials or by using CRAM-
MD5 encoding. Contact your distributor for further details.

Troubleshoot the Contact Center Agent

Desktop
This section lists problems that may occur with the Contact Center Agent
Desktop application. For each problem, it suggests a possible solution.
Unable to log on to the Agent Interface

If you encounter problems logging on to the Contact Center Agent Desktop,
verify that:
IIS is running. For more information, see the section about configuring the
operating system in the Contact Center Multimedia Technical
ASP and ASP.NET are enabled. For more information, see the section
about configuring the operating system in the Contact Center Multimedia
Technical Requirements and Operating System Configuration Guide.
The user has access rights to the Web applications. For more information,
see Step 6. “Provide local users with the Log on as a service right” on page
82.
The services on the Contact Center Multimedia server are running. For
more information, see “Verifying the Multimedia services are started” on
page 1301.
The software for .NET Framework and .NET service pack 1 is installed on
the clients. For more information, see Step 12. “Install .NET Framework on
clients” on page 115.
The latest CCMM_Security_Policy.msi is deployed on the clients. For more
information, see Step 13. “Configure access to client applications” on page
117.
The agent ID is valid. For more information, see Step 15. “Create a
Windows user for each agent” on page 123.
The agent password is valid, or is the default password. For more
information, see “Agent does not remember password” on page 1320.

You have not exceeded the number of Agent Desktop or Outbound

Campaign Management Tool licenses in your Contact Center. For more
information, see Appendix B, “Feature licensing.”
Agent does not remember password

If you are required to reset an agent password, you can use the Multimedia
Administrator application on the Contact Center Multimedia server to reset the
password to the default setting.
The default agent password is the agent ID.

1 Open the Contact Center Multimedia Administration window.
4 Double-click Agent Settings.
Result: The Agent Settings window appears.
5 Select an agent.

6 Click Reset password.

Result: The password is reset to the default password for the agent. The
default password is the same as the agent ID.
7 Click Save.
Cannot connect to NCCT server

If there are problems on the Communication Control Toolkit server, you see an
error message, Cannot connect to NCCT Server. If there are problems on the
Communication Control Toolkit server. Check the following:
On the Communication Control Toolkit server, check that the NCCT Server
service is started. For more information, see the Communication Control
Toolkit Installation and Maintenance Guide.
In the Multimedia Administrator application, check that the
Communication Control Toolkit server is correct. For more information,
see “You must change a server name” on page 1291. If you must change the
name of the Communication Control Toolkit server, you must also change
the CCTSERVER key in the ccad.exe.config file in the Nortel\Contact
Center Multimedia\Agent Desktop directory on the Contact Center
Multimedia server.
Make sure that ASP.NET is enabled on the Contact Center Multimedia
server. For more information, see the Contact Center Multimedia Technical
Error: Invalid Credentials

If the windows user is not configured for Communication Control Toolkit
authentication, you receive an error message.
Ensure that you have followed the Communication Control Toolkit

configuration steps in this guide. For more information, see Step 28. “Import the
contact center users into CCT” on page 171, and Step 33. “Map users to
addresses, terminals, and contact center users” on page 190.

If the user is outside the Communication Control Toolkit domain, then use a
local account on the Communication Control Toolkit server to launch the
Contact Center Agent Desktop. You must add the local Communication Control
Toolkit user to the resources and map the resources.
Error: Cannot login to CCMS

If the agent is a voice agent, another agent is already logged on to that telephone
set. Log off the first agent, or map the current agent to a different terminal. For
more information, see Step 33. “Map users to addresses, terminals, and contact
center users” on page 190.
Login button shows no agent

There are two possible causes for this error:
The agent is not mapped to a contact center user.
Agent objects are not replicated.
If the agent is not mapped to a contact center user, you must map the Windows
user to a contact center user for handling contacts. For more information, see
Step 33. “Map users to addresses, terminals, and contact center users” on page
190.
If the agent objects are not replicated, you must ensure that Server Setup
Configuration and Contact Management Framework are configured on the
Contact Center Manager Server and the Communication Control Toolkit server
if new patches are installed.
Originate key is disabled

If the Originate key is disabled on the telephony toolbar in the Contact Center
Agent Desktop, a terminal is not mapped to the logged-on agent, or the mapped
terminal is out of service. If a terminal is not mapped to the agent, see Step
33. “Map users to addresses, terminals, and contact center users” on page 190. If
the mapped terminal is out of service, restart the TAPI connector, and restart the
Telephony service on the Communication Control Toolkit server.

Emergency and supervisor keys on the phoneset do not work

You must configure two keys on the agent telephone set: ASP (call supervisor)
and EMR (emergency).
You must ensure that the supervisor telephone set is configured as a supervisor
phoneset, and configure two keys: AAG (answers the call from the agent ASP
key), and AMG (answers the call from the agent EMR key). You also must
configure the telephony port property to be the position ID of the supervisor
telephone set. In Contact Center Manager Administration, right-click
Supervisor, and choose Supervisor details.
Transfer and conference buttons on the telephony toolbar do not

work
Use the Communication Control Toolkit documentation to enable transfer and
conference functions using the TN details. See line features in the
Communication Control Toolkit Installation and Maintenance Guide.

Troubleshoot the Outbound Campaign

Management Tool
This section lists problems that may occur with the Outbound Campaign
Management Tool application. For each problem, it suggests a possible solution.
Unable to log on to the Outbound Campaign Management Tool

If you encounter problems logging on to the Contact Center Agent Desktop or
the Outbound Campaign Management Tool applications, verify that
IIS is running.
The user has access rights to the Web applications.
The services on the Contact Center Multimedia server are running.
CCMM_Security_Policy.msi is deployed on the clients.
.NET Framework and .NET service pack 1 is installed on the clients.
The user ID is valid.
The password is valid, or is the default password.
You have not exceeded the number of Outbound Campaign Management
Tool licenses in your Contact Center.

Troubleshoot contact routing errors
This section lists problems that may occur when you route contacts. For each
problem, it suggests a possible solution.
Contacts are delayed in queue

If a large number of contacts are queued and Contact Center Manager Server is
restarted, Contact Center Manager server queues 5000 contacts per hour. A
period of time can elapse before your contacts are displayed in Real-Time
displays or assigned to agents.
Reviewing the number of contacts to be requeued

1 Log on to the Contact Center Agent Desktop.
2 Open the Multimedia toolbar.
3 Click Contact Search.
4 Search for contacts with the criteria Status is New.
Result: The number of new contacts appears in the search results title bar.
Contacts are not routed to correct agent

If an e-mail or outbound contact is not correctly routed to the intended agent,
check the following information to determine the problem:
Check the licensing for your contact center. For more information, see
“Troubleshoot licensing configuration” on page 1301.
Check that the correct Contact Center Manager Server is configured in the
Multimedia Administration application. For more information, see “You
must change a server name” on page 1291.
Ensure that the E-mail Manager, Outbound Campaign Scheduler, and
MCMC services are started. To start the services, see “Verifying the
Multimedia services are started” on page 1301.

Ensure that route points are configured in your contact center. For more
information about configuring route points, see Step 23. “Create route
points” on page 144.
Ensure that you have configured the e-mail and outbound configuration
settings correctly.
For configuration minimal contact type settings, see Step 36. “Start the
configuration tool” on page 206.
For information about configuring e-mail settings, see Chapter 11,
“Configuring e-mail settings and routing.”
For information about configuring outbound settings, see Chapter 10,
“Configuring outbound settings and routing.”
Check that the scripts are correct if you are not using the provided default
multimedia scripts. You can review the scripts in Contact Center Manager
Administration.
Check that the agent is in the skillset to which the contacts are routed. You
can assign the skillset in Contact Center Manager Administration.
Run the Server Setup Configuration on Contact Center Manager Server.
Select the Multimedia option in the Contact Management Framework
configuration on the Communication Control Toolkit server.

Troubleshoot Internet Explorer
This section lists problems that may occur with Microsoft Internet Explorer.
Cannot start Internet Explorer

If you experience problems starting Internet Explorer, ensure your version of
Internet Explorer meets the minimum requirements as specified in the Contact

Troubleshoot archiving
This section lists problems that may occur with the Contact Center Multimedia
Archive utility.
Cannot archive attachments

You must install the appropriate language patch for Windows Server 2003
Enterprise Edition or Windows Server 2003 Standard Edition to successfully
archive contacts that have attachment names in languages that are not installed
by the default English Windows Server 2003 Enterprise Edition or Windows
Server 2003 Standard Edition operating system.

Configuration for Asian languages
The following information is essential for configuring your contact center to use
Asian characters in e-mail.
Installing Windows Server 2003 Language Pack

OK.
6 Click Apply.
7 Click OK.
Changing the encoding for outgoing e-mail

Multimedia.


5 Click Save.





byte order

byte order


Using Contact Center Multimedia Administrator controls

Not all Administrator controls are Unicode-aware. The following controls to not
accept Asian characters:
Auto-Responses: Attachment filename
Skillset Settings: Auto-signature Template filename
Rule Precedence: Exported rules filename
Certain error dialog boxes, which can render Asian characters as question
marks
For Auto-Response attachments, Auto-signature templates, Exported rules, the

name of the file must be in English when it is configured in the Administrator,
however, the content of the files can contain Asian characters.

Technical support
All hardware diagnostics are the responsibility of the hardware vendor. Verify
the manufacturer’s instructions before you perform any hardware-related
procedure.
Before you install Contact Center Multimedia, you must verify your selected
servers. This verification includes making sure the computers conform to the
specifications listed in the Nortel Contact Center Planning and Engineering
Guide and the Nortel Contact Center Multimedia Technical Requirements and
Operating System Configuration Guide. You must also ensure that the operating
system is installed and functioning properly.
Nortel can provide support during the installation and configuration of Contact
Center Multimedia using your installation of pcAnywhere, or the remote
desktop configuration. For more information, see Step 3. “Install your remote
support access tool” on page 54.


Chapter 21
Using serviceability tools
In this chapter
Use the E-mail Manager Memory Management utility 1336

Using serviceability tools Standard 7.23
Use the E-mail Manager Memory Management

utility
You can use the E-mail Manager Memory Utility to perform maintenance and
diagnostic tools on the Multimedia server.
If an error occurs, record the error message, the system configuration, and the
actions taken before and after the error occurred. If the problem persists, contact
your Nortel customer support representative.
You can use the E-mail Manager Memory Management utility to change the
amount of memory allocated to the E-mail Manager.
The mechanism by which inbound e-mail messages are processed requires that
every e-mail message is held in memory for a brief time while it is decoded and
processed. This places a limit on the maximum size of a given e-mail message
that the E-mail Manager can handle.
The E-mail Manager Memory Manager ensures that memory limits are not
exceeded. This section describes how the memory manager calculates these
limits, and how to determine the maximum size e-mail supported.
Note: Large e-mail attachments may degrade the e-mail throughput.
Configuring memory allocation for e-mail

If you want the system to receive e-mail greater than 69 MB, then you must
configure the memory allocation for e-mail messages. By default the system
cannot process e-mail messages that are greater than 69 MB.
To configure the memory allocation for e-mail

1 Browse to C:\Program Files\Nortel\Contact Center Multimedia/
Outbound\Multimedia Server\Email Manager\Utilities\EmailMemory.exe.
2 Double-click EmailMemory.exe.
Result: The Memory Allocation window appears.

March 2008 Using serviceability tools
3 Make the necessary changes, and then click OK.

Result: The Change Memory Setting window appears.
4 Click Yes.
Maximum attachment size formula

The maximum attachment size formulas use the following variables:
Encoding adjustment The factor by which the attachment size increases
when the attachment is encoded and attached to an e-mail message.
Memory adjustment The factor by which the encoded size increases when
an e-mail message is loaded into the internal representation of the e-mail
message in memory.
Buffer memory The memory required by the parts of the application not
involved in processing inbound e-mail messages, which is fairly static.
The approximate values for these variables, used when calculating how much
memory to reserve to process an e-mail message, are:
Encoding adjustment: 1.3 (this can vary slightly based on the encoding
used)
Memory adjustment: 1.2 (this factor decreases slightly, the larger the
e-mail is, but it has been left as a fixed value)
Buffer memory: 20 MB
Note: When the following subsections specify an attachment size, they mean the
total size of all attachments of an e-mail message. Also, the size of the body of
an e-mail lowers the supported attachment size by the size of the content of the
message. However, in most cases, the content of an e-mail is negligible
compared to large attachments.
Maximum attachment size formula

JVM size - Buffer memory / Memory adjustment / Encoding adjustment =
Maximum attachment size
JVM sizes (MB) Max attachment sizes (MB)
128 69.2

Using serviceability tools Standard 7.23
JVM sizes (MB) Max attachment sizes (MB)
256 (default) 151.3
512 315.4
1024 643.6
Minimum JVM size formula

Attachment size * Encoding adjustment * Memory adjustment + Buffer memory
= Minimum JVM size
Attachment sizes (MB) Min. JVM sizes (MB)
10 35.6
20 51.2
30 66.8
40 82.4
50 98
60 113.6
70 129.2
80 144.8
90 160.4
100 176
500 800

part 5
Appendixes

Standard 7.23

Appendix A
Event codes
In this appendix
Operating system events 1342
Contact Center Multimedia events 1343

Event codes Standard 7.23
Operating system events
Event ID Event details
7031 Event ID—ISS Service Failure

Severity—Critical
Source—Service Control Manager
Description—The World Wide Web Publishing Service service
terminated unexpectedly.
Mitigation—Specify a recovery action of restart for the service.
7031 Event ID—IIS Service Failure
Severity—Critical
Source—Service Control Manager
Description—The IIS Admin Service terminated unexpectedly.
Mitigation—Specify a recovery action of restart for the service.

March 2008 Event codes
Contact Center Multimedia events
2001 Severity—1 (most severe)

Source—OAM
Description—Unable to create a thread event.

Source—OAM
Description—Could not register Register a Service Control
Handler.

Source—OAM
Description—Could not create a watcher thread.
2004 Severity—1 and 6

Source—OAM
Description—Could not set the service status.

Source—OAM
Description—Pending statuses require a hint and checkpoint.

Source—OAM
Description—The %1 service was unable to start due to an
initialization failure.

Source—OAM
Description—Unable to create a new thread object.

2010 Severity—5
Source—OAM
Description—A COM exception has been caught. No details are
available.
2012 Severity—5
Source—OAM
Description—Unable to suspend the current thread (id: %1).
2013 Severity—5
Source—OAM
Description—Unable to resume the current thread (id: %1).
2014 Severity—4
Source—OAM
Description—COM Exception: Source= %1.
2015 Severity—4
Source—OAM
Description—COM Exception: Description= %1.
2016 Severity—4
Source—OAM
Description—Failed to connect to the registry at %1.
2017 Severity—5
Source—OAM
Description—Failed to open the key %1 at %2.
2018 Severity—5
Source—OAM
Description—Failed to get value of %1 in key %2.

2019 Severity—6
Source—OAM
Description—Starting the %1 service.
2021 Severity—6
Source—OAM
Description—Status of %1: %2
2022 Severity—6
Source—OAM
Description—Opened the database %1 successfully.
2023 Severity—6
Source—OAM
Description—Opened the local registry successfully.
2024 Severity—5
Source—OAM
Description—Failed to create/update the key %1.
2025 Severity—5
Source—OAM
Description—Failed to set value of %1 in the key %2.
2026 Severity—4
Source—OAM
Description—Could not connect to the NT Service manager.
2027 Severity—4
Source—OAM
Description—Could not install the %1 service.

2028 Severity—4
Source—OAM
Description—Could not open the %1 service.
2029 Severity—4
Source—OAM
Description—Could not delete the %1 service.
2030 Severity—5
Source—OAM
Description—Could not change the start type of the %1 service.
2031 Severity—5
Source—OAM
Description—Could not allocate a buffer to get the service
configuration.
2032 Severity—5
Source—OAM
Description—Could not get the service status.
2033 Severity—4
Source—OAM
Description—Could not start the %1 service.
2034 Severity—5
Source—OAM
Description—Could not send a control request to the %1
service.
2035 Severity—4
Source—OAM
Description—Could not retrieve date from the registry
(parameter: %1).

2036 Severity—4
Source—OAM
Description—Could not create an instance of the Database
object.
2038 Severity—1
Source—OAM
Description—Errors were encountered while connecting to the
database.
2039 Severity—1
Source—OAM
Description—Errors were encountered while connecting to the
registry.
2042 Severity—6
Source—OAM
Description—Received request to exit.
2043 Severity—6
Source—OAM
Description—Listener thread has been cleaned up and shut
down.
2044 Severity—6
Source—OAM
Description—Opened the logger successfully.
2045 Severity—3
Source—OAM
Description—%1 service started successfully.

2046 Severity—3
Source—OAM
Description—%1 service stopped successfully.
2047 Severity—6
Source—OAM
Description—%1 service paused successfully.
2048 Severity—6
Source—OAM
Description—%1 service continued successfully.
2050 Severity—5
Source—OAM
Description—Could not set the service description.
2051 Severity—1
Source—OAM
Description—Unable to start the service dispatcher.
2059 Severity—6
Source—OAM
Description—Read %1 data from CCMS Database successful.
2060 Severity—6
Source—OAM
Description—Wrote %1 data to CCMS Database.
2063 Severity—2
Source—OAM
Description—Error on reading CCMS %1 Data. Error
Type: %2.

2064 Severity—1
Source—OAM
Description—Message registration failed with %1.
Message: %2.
2065 Severity—6
Source—OAM
Description—Message registration passed with %1.
Message: %2.
2066 Severity—1
Source—OAM
Description—Message Re-registration failed with %1.
2067 Severity—6
Source—OAM
Description—Message Re-registration passed with %1.
2068 Severity—4
Source—OAM
Description—Skillset %1 Notification Event Received. Skillset
ID: %2.
2069 Severity—4
Source—OAM
Description—User %1 Notification Event Received. User
ID: %2.
2070 Severity—4
Source—OAM
Description—User Delete Notification Event Received for user
not in CCM System.

2071 Severity—4
Source—OAM
Description—Agent-Skillset Mapping %1 Notification Event
Received. Skillset ID: %2.
2072 Severity—4
Source—OAM
Description—Application %1 Notification Event Received.
Application ID: %2.
2073 Severity—4
Source—OAM
Description—CDN %1 Notification Event Received.CDN: %2.
2074 Severity—4
Source—OAM
Description—ContactType %1 Notification Event Received.
ContactType: %2.
2075 Severity—1
Source—OAM
Description—CCMS OAM connection down.
4096 Event Type—Error

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: Failure to
connect to the database.


Severity—1
Source—Log4j
connect to the POP3 Server.
Severity—1
Source—Log4j
connect to the SMTP Server.

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: There is no
valid default rule.

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: There is no
valid delivery failure rule.

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: We have
detected N e-mail from X in the past Y minutes. This may be an
e-mail loop or a Denial Of Service Attack.


Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: The outbound
e-mail (ActionID: X, ContactID: Y) cannot be sent as the skillset
associated with it (SkillsetID: Z) does not have an outbox
mapped to it. You must first configure an outbox for this skillset,
before any responses using it can be sent.
31004 Event Type—Warning
Severity—High
Source—Nortel CCMM License Manager
Description—Registry information missing.

Severity—High
Description—Error in starting the cache service.

Severity—High
Description—Cannot create an instance of license class.

Severity—High
Description—Exception in communication with CCMM
Database.


Severity—Low
Description—Exception in service control.

Severity—High
Description—Could not get a primary or shadow license.
32001 Severity—1
Source—MCMC
Description—Unable to create a thread event.
32002 Severity—1
Source—MCMC
Description—Could not register Register a Service Control
Handler.
32003 Severity—1
Source—MCMC
Description—Could not create a watcher thread.
32004 Severity—1 and 6
Source—MCMC
Description—Could not set the service status.
32005 Severity—1
Source—MCMC
Description—Pending statuses require a hint and checkpoint.

32007 Severity—1
Source—MCMC
Description—The %1 service was unable to start due to an
initialization failure.
32012 Severity—4
Source—MCMC
Description—Failed to connect to the registry at %1.
32013 Severity—5
Source—MCMC
Description—Failed to open the key %1 at %2.
32014 Severity—5
Source—MCMC
Description—Failed to get value of %1 in key %2.
32015 Severity—6
Source—MCMC
Description—Starting the %1 service.
32016 Severity—6
Source—MCMC
Description—Status of %1:%t%2.
32018 Severity—6
Source—MCMC
Description—Opened the local Registry successfully.
32019 Severity—5
Source—MCMC
Description—Failed to create/update the key %1.

32020 Severity—5
Source—MCMC
Description—Failed to set value of %1 in key %2.
32021 Severity—4
Source—MCMC
Description—Could not connect to the NT Service Manager.
32022 Severity—4
Source—MCMC
Description—Could not install the %1 service.
32023 Severity—4
Source—MCMC
Description—Could not open the %1 service.
32024 Severity—4
Source—MCMC
Description—Could not delete the %1 service.
32025 Severity—5
Source—MCMC
Description—Could not change the start type of the %1 service.
32026 Severity—5
Source—MCMC
Description—Could not allocate a buffer to get the service
configuration.
32027 Severity—5
Source—MCMC
Description—Could not get the service status.

32028 Severity—4
Source—MCMC
Description—Could not start the %1 service.
32029 Severity—5
Source—MCMC
Description—Could not send a control request to the %1
service.
32030 Severity—4
Source—MCMC
Description—Could not retrieve data from the registry
(parameter: %1).
32035 Severity—6
Source—MCMC
Description—Received request to exit.
32036 Severity—6
Source—MCMC
Description—Opened the Logger successfully.
32037 Severity—3
Source—MCMC
Description—%1 service started successfully
32038 Severity—3
Source—MCMC
Description—%1 service stopped successfully.
32039 Severity—6
Source—MCMC
Description—%1 service paused successfully.

32040 Severity—6
Source—MCMC
Description—%1 service continued successfully.
32041 Severity—5
Source—MCMC
Description—Could not set the service description.
32042 Severity—1
Source—MCMC
Description—Unable to start the service dispatcher.
32047 Severity—6
Source—MCMC
Description—Closed the Registry connection successfully.
32050 Severity—5
Source—MCMC
Description—JNI version cannot be determined or is not
version 14.
32051 Severity—4
Source—MCMC
Description—Unable to create the Java Virtual Machine; check
the version of jvm.
32053 Severity—4
Source—MCMC
Description—Too many parameters have been passed to the
service from the registry. Please reduce the number and try to
start the service again.

32054 Severity—4
Source—MCMC
Description—Unable to locate the Multimedia Contact
Manager Client archive file or classname. Please ensure the
application has been installed correctly.
32055 Severity—4
Source—MCMC
Description—Unable to locate the main method. Please ensure
the application has been installed correctly.
32056 Severity—4
Source—MCMC
Description—An out of memory error occurred in the Java VM.
Please ensure the application has been installed correctly.
32057 Severity—4
Source—MCMC
Description—Unable to create a jstring object. Please ensure
enough physical memory is available for this operation.
32059 Severity—6
Source—MCMC
Description—Java Virtual Machine loaded successfully.
32061 Severity—1
Source—MCMC
Description—Unable to create a new thread object.
32062 Severity—5
Source—MCMC
Description—Unable to suspend the current thread (id: %1).

32063 Severity—5
Source—MCMC
Description—Unable to resume the current thread (id: %1).
32064 Severity—6
Source—MCMC
Description—Worker thread has been cleaned up and shut
down.
32066 Severity—6
Source—MCMC
Description—Shut down the Java Virtual Machine successfully.
32067 Severity—1
Source—MCMC
Description—Errors were encountered while starting the Java
Virtual Machine.
32068 Severity—1
Source—MCMC
Description—An exception was thrown while invoking the Java
main method.
32069 Severity—6
Source—MCMC
Description—Multimedia Contact Manager Client class
invoked successfully.
32070 Severity—4
Source—MCMC
Description—An exception occurred in the Multimedia Contact
Manager Client java code.

32201 Severity—2
Source—MCMC
Description—Error connecting to Database Events - Unknown
host name.
32202 Severity—2
Source—MCMC
Description—Error connecting to port for Database Events.
32203 Severity—2
Source—MCMC
Description—No RoutePoint on Contact in database. Contacts
external ID: %1.
32204 Severity—4
Source—MCMC
Description—Error reading database Events port number from
database. Using default port.
32205 Severity—5
Source—MCMC
Description—Started EventHandler to process events from
database.
32206 Severity—5
Source—MCMC
Description—Started Updater - used to place contacts in Open
Queue.
32207 Severity—3
Source—MCMC
Description—Error parsing data and time in Event from
database. Contacts external ID: %1.

32208 Severity—6
Source—MCMC
Description—Received Cache Event. Contents: %1.
32209 Severity—6
Source—MCMC
Description—Getting Multimedia Provider from CCMS.
32211 Severity—2
Source—MCMC
Description—Failed to get Multimedia Provider from CCMS.
32212 Severity—5
Source—MCMC
Description—Starting Updater - used to place contacts in Open
Queue.
32213 Severity—2
Source—MCMC
Description—Failed to start Updater - required to place contacts
in Open Queue.
32214 Severity—2
Source—MCMC
Description—Received Event for DEFAULT_TREATMENT on
Contact with External ID: %1.
32215 Severity—2
Source—MCMC
Description—Received Event for FORCE_DISCONNECT on
Contact with External ID: %1.

32216 Severity—3
Source—MCMC
Description—Unknown contact type on provider.
32217 Severity—3
Source—MCMC
Description—Undefined contact type in database event.
32218 Severity—6
Source—MCMC
Description—Creating Contact in CCMS, Contact External
ID: %1.
32219 Severity—6
Source—MCMC
Description—Drop Contact from CCMS, Contact External
ID: %1.
32220 Severity—3
Source—MCMC
Description—Exception on dropping Contact from CCMS,
Contact External ID: %1.
32221 Severity—4
Source—MCMC
Description—Number Format exception on reading MCMC
event port from database.
32222 Severity—4
Source—MCMC
Description—Cache Exception on reading MCMC event port
from database.

32223 Severity—6
Source—MCMC
Description—Cache event Port read from database: %1.
32224 Severity—6
Source—MCMC
Description—Read from Database. Number of New
Contacts: %1.
32225 Severity—6
Source—MCMC
Description—Exception on reading contact from database.
32226 Severity—3
Source—MCMC
Description—New Contact returned as Null from Database.
32227 Severity—3
Source—MCMC
Description—Exception on synchronizing Buffers with
database.
32228 Severity—3
Source—MCMC
Description—Exception on reading contact data from database.
Method Ref: %1.
32229 Severity—2
Source—MCMC
Description—Exception on creating StateChange Listeners for
provider. Exception Type: %1.

32230 Severity—2
Source—MCMC
Description—Exception on adding Listeners to provider.
Exception Type: %1
32231 Severity—6
Source—MCMC
Description—Reading Contact from database. Contact ID: %1.
32232 Severity—2
Source—MCMC
Description—Error reading contact from Database. Contact
ID: %1.
32233 Severity—2
Source—MCMC
Description—Exception on getting Peer. Exception Type: %1.
32234 Severity—2
Source—MCMC
Description—ServiceProviderStaus event received. Status
Type: %1.
32235 Severity—6
Source—MCMC
Description—Updater restart method called to resync with
CCMS.
32236 Severity—3
Source—MCMC
Description—Exception on creating OutOfProviderAddress.
Exception Type: %1.

32237 Severity—3
Source—MCMC
Description—Error parsing data in database event for %1.
32238 Severity—2
Source—MCMC
Description—Exception received from CCMS on Create/Drop
contact for contact ID: %1.
32239 Severity—4
Source—MCMC
Description—Exception received processing buffers in Updater
for buffer number: %1.
32240 Severity—3
Source—MCMC
Description—Exception on getting contact types setup on
provider. Exception Type: %1.
32241 Severity—6
Source—MCMC
Description—Cache Exception on reading CCMS server name
from database.
32242 Severity—3
Source—MCMC
Description—Error updating CmfProperies.xml configuration
file.
32243 Severity—2
Source—MCMC
Description—Error reading event on event connection to
database.

61150 Event Type—Critical

Severity—Critical
Source—CCMM_LM_Service
Label—In Grace Period, Time remaining = %np1 days, %np2
hrs of 10 days Code = %ads.
Description—There has been a communication error. The
current length of the grace period is displayed. There is a
maximum of 10 days allowed.
Resolution—There is a communication error between client
application and the License Manager. License Manager server
may not be started or there may be network problems. Contact
Customer Support to get the Grace Period reset

Severity—Major
Label—%nvs, Error Condition detected, Lock code = %ads
Description—There has been a communication error. The
current length of the grace period is displayed. There is a
maximum of 10 days allowed.
Resolution—Record the lock code. It is needed to reset the
grace period. Contact Customer Support with lock code to reset
the grace period.

Severity—Minor
Label—Error Condition resolved for Client %nvs
Description—The error condition between the License Manager
and client has been resolved.


Severity—Minor
Label—%nvs Not in Grace Period, Remaining = %np1 days,
%np2 hrs of 10 days Code = %ads
Description—Communication is okay. The length of time
remaining in the grace period is displayed.
Resolution—Contact Customer Support to get the grace period
reset.

Severity—Critical
Label—%nvs, Fatal Error in License refresh. Grace Period
expired, Lock code = %ads
Description—Grace period has expired due to the inability to
communicate with the License Manager. Client application is
shut down.
Resolution—Record the error code. Contact Customer Support
with error code to reset the grace period.

Severity—Minor
Label—Client %nvs Resetting the Grace Period to 10 days.


Severity—Minor
Label—Client %nvs Grace Period not reset as invalid lock code
entered.
Description—If attempting to reset the grace period, the code
entered in the Reset Grace Period tool is incorrect.
Resolution—Check that code entered is correct. Contact
Customer support to get a new unlocking code

Severity—Minor
Label—%nvs Grace Period remaining = %np1 days, %np2 hrs
Description—The length of the time remaining in the grace
period is displayed.
Resolution—Contact Customer support to get an unlocking
code.

Appendix B
Feature licensing
In this appendix
Multimedia license codes 1370

Feature licensing Standard 7.23
Multimedia license codes
The License Manager service of Contact Center Multimedia communicates with

the License Manager installed on Contact Center Manager Server to determine
what licensed features are used.
The two types of licensing are:

Nodal licensing—The options in the license file apply to a single
installation of Contact Center Manager Server, Contact Center Manager
Administration, Contact Center Multimedia, and Communication Control
Toolkit.
Corporate licensing—The options in the license file apply to a network of
Contact Center Manager Server, Contact Center Manager Administration,
Contact Center Multimedia, and Communication Control Toolkit.
The required Contact Center Manager Server license codes are listed in the table
that follows.
Licensed feature License key
Open queue (nodal license) LM_OQN
Open queue (corporate license) LM_OQC
The Multimedia license codes are listed in the table that follows.
Contact Center Manager Server (Nodal license) LM_CCS200N or

LM_CCS300N
Contact Center Manager Server (Corporate license) CCS200C or CCS300C
Report Creation Wizard user LM_RCW_USER

Communication Control Toolkit license LM_CCT
Voice Devices Nodal LM_VODN

March 2008 Feature licensing
Primary Multimedia server (nodal license) LM_MMPN
Primary Multimedia server (corporate license) LM_MMPC

Redundancy server (nodal license) LM_MMSN
Redundancy server (corporate license) LM_MMSC
Outbound server (nodal license) LM_OBN
Outbound server (corporate license) LM_OBC
Single site voice agent (nodal license) LM_LOC_VOAN
Network site voice agent (nodal license) LM_NET_VOAN
Single site voice agent (corporate license) LM_LOC_VOAC
Network site voice agent (corporate license) LM_NET_VOAC
Single site e-mail agent (nodal license) LM_LOC_EMAN
Network site e-mail agent (nodal license) LM_NET_EMAN

Single site e-mail agent (corporate license) LM_LOC_EMAC
Network site e-mail agent (corporate license) LM_NET_EMAC
Single site Web communications agent (nodal LM_LOC_WCAN

license)
Network site Web communications agent (nodal LM_NET_WCAN

license)
Single site Web communications agent (corporate LM_LOC_WCAC
license)
Network site Web communications agent (corporate LM_NET_WCAC

license)
Single site outbound agent (nodal license) LM_LOC_OBAN

Feature licensing Standard 7.23
Network site outbound agent (nodal license) LM_NET_OBAN
Single site outbound agent (corporate license) LM_LOC_OBAC

Network site outbound agent (corporate license) LM_NET_OBAC

Appendix C
Contact life cycles
In this appendix
Overview 1374
Outbound contacts 1375
E-mail messages 1377
Web Communications contacts 1379

Contact life cycles Standard 7.23
Overview
This chapter contains diagrams showing the life cycle of the contacts in Contact
Center Multimedia.

March 2008 Contact life cycles
Outbound contacts
The life cycle of an outbound contact is shown as follows:
1. The contact is loaded into the Database from the outbound campaign.
An administrator in your contact center creates an outbound campaign
using the Outbound Campaign Management Tool accessed in Contact
Center Manager Administration.
2. The notification that the outbound contacts that are part of the campaign are
received is passed to the Open Queue.
3. The outbound calls are created as objects in Open Queue.
The outbound script is applied, using information such as the skillset and
priority and contact type assigned to the outbound campaign. From the
script, it is determined which agent receives the contact.
4. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.

5. The contact is presented to the agent in the Contact Center Agent Desktop.
Associated contact data, such as contact information is passed to the
Contact Center Agent Desktop along with the outbound call.
6. Customer details for the contact are received from the Multimedia database
through the Web services.
7. The outbound call is initiated on the agent’s desktop using the dialing
properties configured in the outbound campaign.
8. The outbound call is established between the agent and the customer.
9. Customer detail updates and additions to the contact history are stored in
Multimedia database.
10. While the agent and customer are on the call the agent can use the agent
script to enter information from the customer. The agent script is configured
in the outbound campaign.
11. When the agent is finished with the call, the agent chooses a disposition
code, and disconnects from the call to complete the contact.
The disposition code is logged in the reports and determines whether the
agent script is saved.

E-mail messages
The life cycle of an e-mail message is shown as follows:
1. The contact is loaded into the Database from the E-mail server.
You configure recipient mailboxes and a polling interval in the Contact
Center Multimedia Administrator tool (E-mail Manager). The E-mail
Manager checks the corresponding mailboxes on the e-mail server at the
specified polling interval. When new e-mail messages are found, they are
moved into the Multimedia database.
2. The notification that the e-mail contact is received is passed to the Open
Queue.
The E-mail Manager uses the regular default rules and your configured
rules to assign a skillset, and priority to the contact. Some rules also sent an
auto-response to the customer immediately, without interaction from the
agent.
3. The e-mail message is created as an object in Open Queue.

The e-mail script is applied, using information such as the skillset and
priority and contact type assigned to the e-mail message. From the script, it
is determined which agent receives the contact.
The contact information is also included in reports.
6. Associated contact data, such as the ID and contact information is passed to
the Contact Center Agent Desktop along with the e-mail message.
8. The agent replies are written to the Multimedia database through Web
Services. The E-mail Manager polls the database for outgoing e-mail
messages.
Information about what e-mail address is used for replies to customers is
configured in the Contact Center Multimedia Administrator E-mail
Manager configuration.
Customer detail updates, additions to the contact history, and contact ID
information are stored in Multimedia database.
9. The agent closes the e-mail contact by specifying a closed reason code, if
closed reason codes are configured in the Contact Center Multimedia
Administrator.
Alternately, the agent can postpone the contact, forward the contact to
another agent, or forward the contact to a person outside of the contact
center. The agent then is reassigned the contact to complete it later.

Web Communications contacts
The life cycle of a Web communications contact is shown as follows:
1. The contact is loaded into the Database from the Web server.
To initiate the contact, a customer clicks a text chat button on the customer
interface of a Web site. Contact Center Multimedia shows a form where the
customer can select the appropriate skillset and subject. When the customer
chooses the chat option, Contact Center Multimedia ensures that there are
agents logged on for that skillset, and puts the customer into Web-on-hold.
2. The notification that a Web request is passed to the Open Queue.
The Web communications script is applied, using information such as the
skillset and priority and contact type assigned to the text chat. From the
script, it is determined to which agent the contact is assigned.
The contact information is also included in reports.

To accept the contact, the agent clicks Accept. In the Agent Desktop, the
left pane shows the customer details and history of all past interaction. The
pane on the right shows the tools the agent can used for Web
communications.
5. Associated contact data, such as the ID and contact information is passed to
the Contact Center Agent Desktop along with the text from the customer.
7. The agent replies are written to the Multimedia database through Web
services. The Web Communications Manager polls the database for text
chat replies.
Customer detail updates, additions to the contact history, and contact ID
information are stored in Multimedia database.

Appendix D
Change the names or IP addresses of

servers
In this appendix
Overview 1382
Change the Contact Center Manager Server name 1383
Change the Contact Center Manager Server IP address 1397
Change the Contact Center Manager Standby Server name 1414
Change the Contact Center Manager Standby server IP address 1434
Change the co-resident server name 1458
Change the co-resident server IP address 1481
Change the Contact Center Manager Administration server name 1492
Change the Contact Center Manager Administration server IP address 1509
Change the Communication Control Toolkit server name 1516
Change the Communication Control Toolkit IP address 1526
Change the Contact Center Multimedia server name 1530
Change the Contact Center Multimedia IP address 1542
Change the Contact Center Multimedia Standby server name 1549

Change the names or IP addresses of servers Standard 7.23
Overview
Contact Center 6.0 includes many server software applications that control the
routing, handling, and reporting of contacts. This chapter describes the
procedures required to change the computer name or IP address on each server
in the Contact Center 6.0 suite.
If you change the name or IP address of one server software application, you
must update the other server applications in your contact center with the new
information.
ATTENTION
If your servers are all on a network, you can use a Domain
Name Service (DNS) server to resolve name and IP address
translations for your servers. If you do not use a DNS in your
network, you must manually update the HOSTS file on every
server in your network. This chapter provides the instructions
for both a DNS and a non-DNS network. Ensure you follow
the instructions appropriate for your network configuration.
Your contact center can include the following set of server software applications,
depending on your licensed features:
Contact Center Manager Server
Contact Center License Manager server
Contact Center Manager Standby Server (and Replication Server)
Contact Center Manager Administration server
Communication Control Toolkit server
Contact Center Multimedia server
Contact Center Multimedia Standby server
You can install one or more server software applications on the same server.

March 2008 Change the names or IP addresses of servers
Change the Contact Center Manager Server

name
You can change the Contact Center Manager Server name if the new server
name meets the following requirements:
The name cannot be the same as any other computer or domain name in the
network.
The name must contain 6 to 15 characters (A through Z, 0 through 9).
The first character of the name must be alphabetical.
No other characters are allowed. For example, the name cannot include any
underscores (_).
Hyphens (-) are not permitted in the Contact Center Manager Server name.
After you change the Contact Center Manager Server name, you must update the
other servers in the Contact Center suite to ensure the servers work together.
If Contact Center Manager Server and Contact Center Manager Administration

are installed on the same server, see “Change the co-resident server name” on
page 1458.
Complete the following tasks described in this section:

1. Change the Contact Center Manager Server name within the operating
system of Contact Center Manager Server.
2. If you have a Domain Name Service (DNS) server in your network, update
the DNS with the new server name of the Contact Center Multimedia/
Outbound.
3. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
4. Synchronize the name on the operating system with the Contact Center
Manager Server name.

5. On the Communication Control Toolkit server, update the HOSTS file, if

required, and configure the Content Management Framework for the new
Contact Center Manager Server name.
6. On the Contact Center Multimedia server, update the HOSTS file, if
required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.
Changing the Contact Center Manager Server name on the operating

system
1 On the Contact Center Manager Server, select Start > Control Panel >
System.
2 Click the Computer Name tab.
3 Click Change.
4 Enter the new server name.
5 Click OK.
Result: The system prompts you to restart the server.
6 Click Yes.
Result: The server restarts.
Updating the Domain Name Service server

If you configure a Domain Name Service (DNS) server for name resolution in
your network, you must contact your local network prime to update the DNS
with the new computer name.
To verify that the new IP address is up to date on the DNS, use the ping <server
name> DOS command with the new server name to confirm that the system
responds with the corresponding IP address.

Synchronizing the operating system name with the Contact Center

Manager Server name
1 Log on to the Contact Center Manager Server as Administrator.
2 From the Start menu, choose All Programs > Nortel Contact Center >
Manager Server > Computer Name Sync.
Result: The Contact Center Manager Server Computer Name
Synchronization Utility dialog box appears.
3 Click OK.
Result: The utility compares the server name with the database server
name. If the names match, continue with step 5. If the names do not match,
the following message appears.

4 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the server name with the database server name.
When the process is complete, the following message appears.
5 Click OK.
6 Click OK.
Updating the Contact Center Manager Administration server

On the Contact Center Manager Administration server, after you change the
Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in

Updating the HOSTS file

If you do not have a DNS server, you must manually update the HOSTS file on
the Contact Center Manager Administration server with the new computer
name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 1388.
ATTENTION
Incorrectly modifying a host table can cause extensive
network problems. Before you modify host tables, review
the information about hosts in the supporting
documentation for Microsoft Windows Server 2003.
1 On the Contact Center Manager Administration server, browse to the

HOSTS file provided with the Windows Server 2003 installation in the
following directory: <x>:\Windows\system32\drivers\etc
2 Right-click the HOSTS file and open the file with a text editor (for example,
Notepad) to modify the host tables.
Result: The HOSTS file appears in the text editor. The HOSTS file consists
of a list of IP addresses followed by a server name. The HOSTS file in the
following figure is a sample and does not indicate exactly how the HOSTS
file is configured.
3 Update the file to reflect the new server name of the Contact Center
Manager Server.

If you do not see a server name for the Contact Center Manager Server
listed in the HOSTS file, a DNS server is configured in your network for
name resolution. You do not need to update the HOSTS file.
4 Click File > Save to save your changes.
Save the file without an extension so that your system recognizes the
changes.
Result: The system automatically reads the new settings.
5 Close all windows to complete the procedure.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.
1 Log on to the Contact Center Manager Administration server as the
webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
4 Click Edit Properties.
Result: The server name, IP address, logon ID, and password boxes are
enabled.
5 Enter the new details and click Submit.
Updating the Communication Control Toolkit server

On the Communication Control Toolkit server, after you change the Contact
Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.


Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 1389.
ATTENTION
1 On the Communication Control Toolkit server, browse to the HOSTS file

provided with the Windows Server 2003 installation in the following
directory: <x>:\Windows\system32\drivers\etc
Result: The HOSTS file appears in the text editor.
Manager Server.
changes.
Configuring the Contact Management Framework settings

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.
2 Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel >
Communication Control Toolkit > NCCT 6.0 Console.

4 Double-click CCT Server in the right pane of the NCCT 6.0 Console.
Result: The CCT Server Properties dialog box appears.


6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.
9 Restart the services on the Communication Control Toolkit server by
performing the following steps:
b. On the NCCT 6.0 Console, expand NCCT Maintenance.
c. In the left pane, click Services.

d. In the right pane of the NCCT 6.0 Console, double-click Services.

Result: The Services dialog box appears.

g. The services are restarted.
Updating the Contact Center Multimedia server

On the Contact Center Multimedia server, after you change the Contact Center
Manager Server name, you must update the HOSTS file if you do not have a
DNS server and then configure the server settings in the Multimedia


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 1393.
ATTENTION
1 On the Contact Center Multimedia server, browse to the HOSTS file

Manager Server.
changes.
Configuring the server settings

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.
1 Log on to the Contact Center Multimedia server.
2 Log on to the Contact Center Multimedia Administrator using an
administration user ID and password.


Center Multimedia.
Result: The Server Settings dialog box appears.
6 Click Contact Center Manager Server to select it.

7 Click Edit.
Result: The Server Properties dialog box appears.
8 In the Server Name box, change the name of the Contact Center Manager
Server.

9 Click Save.
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
13 In the Server Name box, change the name of the Contact Center License
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.
16 Restart the Multimedia services using the following steps:
a. On the Start menu, click All Programs > Nortel Contact Center >

b. Click Stop All.

c. Click Start All.
d. Click Exit to close the CCMM Service Control window.

Change the Contact Center Manager Server IP

address
This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.
If Contact Center Manager Server and Contact Center Manager Administration

is installed on the same server, see “Change the co-resident server IP address” on
page 1481.

If you are changing the IP address of a Nortel server subnet, you must complete
the following tasks:
1. Change the Contact Center Manager Server IP address on the Contact
2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.

ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
1412.
Changing the Nortel server subnet IP address in the operating system

Complete the following procedure if you change the Nortel server subnet IP
address.
1 Log on to the Contact Center Manager Server.
2 From the Start menu, select Programs > Nortel Contact Center >
Manager Server > Shutdown.
Result: A dialog box appears prompting you to shut down services.
3 Click OK.
Result: The services shut down.
4 Click Accept.
5 From the Start menu, select Control Panel.
6 Right-click Network Connections.
7 Right-click the LAN connection of the Nortel server subnet network
interface card, and then click Properties.
8 Select Internet Protocol (TCP/IP), and then click Properties.
9 Enter the new IP address, and then click OK.
10 In the Properties window, click Close.

Configure the Contact Center Manager Server with the new IP

address
Manager Server > Server Setup Configuration.
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.

3 Click the Local Area Network IP tab.
4 From the IP Address list, select the new Nortel server subnet IP address.

5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
8 Click Yes to start the Server Setup Configuration Utility.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Contact Center
Multimedia/Outbound. If you do not have a DNS server in
your network, you must update the hosts file on the servers
as described in the following steps to reflect this change.
name> DOS command with the server name to confirm that the system responds
with the corresponding IP address.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 1405.
ATTENTION


file is configured.
3 Update the file to reflect the new IP address of the Contact Center Manager
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center
Manager Administration.


webadmin user.
2 Open the Configuration component.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
5 In the IP Address box, type the new IP address.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

Manager Administration
If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.
2 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

3 In the right pane, click the LM Service Configuration icon.

Result: The LM Service – Configuration Setup dialog box appears.
4 In the Primary License Manager Server's IP Address box, type the new
IP address.
5 Click OK to submit the information.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
Result: A message box appears telling you that the License Manager
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


Center Manager Server IP address, you must update the HOSTS file if you do
not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 1409.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
of a list of IP addresses followed by a server name.
Server.
changes.

Updating the Communication Control Toolkit license

If the License Manager server is co-resident with the Contact Center Manager
Server, use the following procedure to configure the License Manager IP address
for the Communication Control Toolkit server.
4 In the right pane of the NCCT 6.0 Console, double-click CCT Server.

5 Click the Licensing tab.

Result: The Licensing page appears.
6 Under Primary License Manager Server, in the IP Address box, type the
new IP address.
7 Click File > Exit to close the NCCT 6.0 Console.
If prompted, save the Console settings.
Changing the TAPI SP host address setting

If your Communication Control Toolkit server Telephony Application
Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.

1 From the Start menu, select All Programs > Nortel > Symposium TAPI
Result: The Symposium TAPI SP for Meridian 1 Configuration window
appears.
3 In the Host Address box, type the new Nortel server subnet IP address for
the Contact Center Manager Server.
4 Click OK.
Restart all Communication Control Toolkit services

Restart all services, including Telephony, ACDProxy, and all Communication
Control Toolkit services.
1 From the Start menu, select All Programs > Nortel > Communication
Control Toolkit > NCCT 6.0 Console.
2 Expand NCCT Maintenance.
3 Select Services.
4 In the right pane, double-click Services.
5 Click Restart All.
6 Click OK.

Manager Server IP address, you must update the HOSTS file if you do not have
a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.


3 Click OK.
4 Click Accept.
5 From the Start menu, choose Control Panel.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
10 On the Properties window, click Close.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
Result: The Server Setup Configuration Utility launches. This takes 10 to
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the Contact Center Manager Standby

Server name
This section describes how to change the Contact Center Manager Standby
server name. Because the Contact Center Manager Standby Server software uses
three servers, you can change the name on one or more separate servers. For
example, you can do one of the following:
change the Active Server name
change the Standby Server name
change the Replication Server name
change the Active Server, Standby Server, and Replication Server name
If you change the name of any of the Contact Center Manager Standby servers,
you do not have to disable the replication process.
If you change the Active Server name, the Standby Server name, or the
Replication Server name, you must update the Replication Server name on all
servers.
Changing the Active Server name

To change the Active Server name, complete the following procedure.
1 On the Replication Server, remove the warm standby configuration on the
Replication Server using the following steps:
a. On the Start menu, click Program > Nortel Contact Center >
Replication Server > Replication Server Management.
Result: The Replication Server Management dialog box appears.
b. Select the servers that are being replicated, and then click Remove.
Result: The Confirm Remove dialog box appears.
c. Click Yes.
Result: The replication between the Active Server and the Standby
Server is stopped. The Warm Standby configuration is removed. The
contact center data is intact on both servers.

d. Click Done.
2 On the Active Server, change the Active Server name using the following
steps:
a. On the Active Server, select Start > Control Panel > System.
b. Click the Computer Name tab.
c. Click Change.
d. Enter the new server name.
e. Click OK.
f. Click Yes.
3 On the Active Server, update the Active Server name on all of the other
servers using the procedures in “Changing the Contact Center Manager
Server name” on page 1421.
4 Restart the Active Server.
5 Ensure that you can ping the Replication Server.
6 On the Replication Server, recreate the warm standby configuration on the
Replication Server with the new Active Server IP address using the
following steps:
a. Click Start > Programs > Nortel Contact Center > Replication
Server > Replication Server Management.
b. Click Create.
Result: The Warm Standby Servers dialog box appears.
c. In the Primary CCMS box, type the name and Nortel server subnet IP
address for the Primary Server.
d. In the Secondary CCMS box, type the name and Nortel server subnet
IP address for the Secondary Server, and click OK.
Result: The Warm Standby configuration takes several minutes. At the
end of the process, the Initialize Standby CCMS Database dialog box
appears.

e. Back up the Active CCMS database and restore it on the Standby

Server. For more information about backing up and restoring the CCMS
database, see the Nortel Contact Center Manager Server Installation
and Maintenance Guide for the Standby Server.
f. Click OK.
Changing the Standby Server name

To change the Standby Server name, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the Standby Server name using the
following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Restart the Standby Server.


following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Replication Server name

To change the Replication Server name, complete the following procedure.
On the Replication Server

1 Click Start > Administrative Tools > Services to shut down the following
Replication Server services:
Sybase REP_<Server Name>_RS
Sybase SQLServer_<Server Name>
Sybase BCKServer_<Server Name>_BS (if it is running)
CC Rep Service
2 Change the Replication Server name using the following steps:

a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Click Start > Administrative Tools > Services to restart the following
services:
Sybase BCKServer_<Server Name>_BS (if it was running)
CC Rep Service
4 Ensure that you can ping both the Standby and Active Servers.
On the Active Server

5 In the Server Setup Configuration Utility, change the Replication Server
name on the Database Replication tab.
On the Standby Server

Changing the name of all three servers

To change the Active Server name, the Standby Server name, and the
Replication Server name, complete the following procedures.


CC Rep Service
2 Change the Replication Server name using the following steps:
a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
services:
CC Rep Service
following steps:

b. Click Create.
appears.
f. Click OK.

6 Change the name of the Active Server using the following steps:
7 Change the Active Server name using the following steps:
a. On the Active Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
8 Change the name of the Active Server on the other servers in the contact
center using the procedures in “Changing the Contact Center Manager
Server name” on page 1421.


12 Change the Standby Server name using the following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
13 In the Server Setup Configuration Utility, change the Replication Server IP
address on the Database Replication tab.
Changing the Contact Center Manager Server name

Complete the following tasks described in this section:
the DNS with the new server name of the Contact Center Multimedia/
Outbound.
2. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
3. Synchronize the name on the operating system with the Contact Center
Manager Server name.
required, and configure the Content Management Framework for the new
Contact Center Manager Server name.
required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.


Synchronizing the operating system name with the Contact Center

Manager Server name
On the Replication Server, the Active Server, and the Standby Server, depending
on which server name you changed, perform the following steps:
1 Log on to the Contact Center Manager Server as Administrator.
Synchronization Utility dialog box appears.

3 Click OK.
name. If the names match, continue with step 5. If the names do not match,
the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.


Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in

name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 1425.
ATTENTION


file is configured.
Manager Server.
changes.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.


webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
Result: The server name, IP address, logon ID, and password boxes are
enabled.

Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.

Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 1427.
ATTENTION


Manager Server.
changes.

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.

6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.




DNS server and then configure the server settings in the Multimedia


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 1430.
ATTENTION

Manager Server.
changes.

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.


Center Multimedia.

7 Click Edit.
Server.

9 Click Save.
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
13 In the Server Name box, change the name of the Contact Center License
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.

b. Click Stop All.

c. Click Start All.

Change the Contact Center Manager Standby

server IP address
This section describes how to change the Contact Center Manager Standby
server IP address. Because the Contact Center Manager Standby Server software
uses three servers, you can change the IP address on one or more servers. For
example, you can do one of the following:
change the Active Server IP address
change the Standby Server IP address
change the Replication Server IP address
change the Active Server, Standby Server, and Replication Server IP
addresses
If you change the IP address on either the Active and Standby Servers in Contact
Center Manager Standby Server, you must perform steps to remove and recreate
the warm standby configuration on the Replication Server.
Any one of the IP address changes means that you must stop the replication
process, perform all of the steps required to change the IP address of the Contact
Center Manager Standby Server, and then update the IP address on the other
servers in your contact center.
Changing the Active Server IP address

To change the Active Server IP address, complete the following procedure.

c. Click Yes.
d. Click Done.
2 On the Active Server, change the Active Server IP address using the
procedures in “Changing the Contact Center Manager Server IP address”
on page 1441, depending on your Nortel server subnet or ELAN subnet
configuration.
3 Restart the Active Server.
following steps:
b. Click Create.
appears.
f. Click OK.

Changing the Standby Server IP address

To change the Standby Server IP address, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the IP address of the Standby Server using
the procedures in “Changing the Contact Center Manager Server IP
address” on page 1441, depending on your Nortel server subnet or ELAN
subnet configuration.
3 Restart the Standby Server.
following steps:
b. Click Create.

appears.
f. Click OK.
Changing the Replication Server IP address

To change the Replication Server IP address, complete the following procedure.

c. Click Yes.
d. Click Done.
CC Rep Service

3 Use the Windows Network Connection interface to change the Replication

Server IP address.
services:
CC Rep Service



following steps:
b. Click Create.

appears.
f. Click OK.
Changing the IP address of all three servers

To change the Active Server IP address, the Standby Server IP address, and the
Replication Server IP address, complete the following procedures.

c. Click Yes.
d. Click Done.

CC Rep Service
3 Use the Windows Network Connection interface to change the Replication
Server IP address.
services:
CC Rep Service

6 Change the IP address of the Active Server using the procedures in
“Changing the Contact Center Manager Server IP address” on page 1441,
depending on your Nortel server subnet or ELAN subnet configuration.
7 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.

11 Change the Standby Server IP address using the procedures in “Changing
the Contact Center Manager Server IP address” on page 1441, depending
on your Nortel server subnet or ELAN subnet configuration.
12 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.



following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Contact Center Manager Server IP address

This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.

If you are changing the IP address of a Nortel server subnet, you must complete
the following tasks:

1. Change the Contact Center Manager Server IP address on the Contact

2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.
ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
1456.
Changing the Nortel server subnet IP address in the operating system

address of the Active server, the Standby server, or the Replication server.
3 Click OK.

4 Click Accept.
Configure the Contact Center Manager Server with the new IP

address
address of the Active server, the Standby server, or the Replication server.
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.


5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Contact Center
Multimedia/Outbound. If you do not have a DNS server in
your network, you must update the hosts file on the servers
as described in the following steps to reflect this change.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 1449.
ATTENTION


file is configured.
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center


webadmin user.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

Manager Administration
If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.

3 In the right pane, click the LM Service Configuration icon.

Result: The LM Service – Configuration Setup dialog box appears.
4 In the Primary License Manager Server's IP Address box, type the new
IP address.
5 Click OK to submit the information.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
Result: A message box appears telling you that the License Manager
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 1453.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
Server.
changes.

Updating the Communication Control Toolkit license



new IP address.
Changing the TAPI SP host address setting

Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.


3 Click OK.
4 Click Accept.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the co-resident server name
You can change the name of the server on which the Contact Center Manager
Server and Contact Center Manager Administration Server co-reside, if the new
server name meets the following requirements:
network.
underscores (_).
Hyphens (-) are not permitted in the server name.
After you change the co-resident server name, you must also update the other
servers in the Contact Center suite to ensure the servers work together. Complete
the following tasks described in this section:
the DNS with the name of your Contact Center Manager Server.
2. Change the server name on the co-resident server.
3. Update the Contact Center Manager Administration server with the new
name for the co-resident server.
4. Synchronize the server name using the Computer Name Sync Utility.
5. Change the server name of the co-resident server in Windows.
6. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
7. Reset IUSR_SWC.
8. Reset the iceAdmin password.
9. Update the server name in Contact Center Manager Administration.
10. On the client PC browsers, update the shared folders for exporting
scheduled reports.

11. On the Communication Control Toolkit server, update the HOSTS file and
the new server name.
12. On the Contact Center Multimedia server, update the HOSTS file and the
new server name.

Changing the server name on the co-resident server

1 On the Contact Center Manager Server/Contact Center Manager
Administration server select Start > Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.


If you do not have a Domain Name Service (DNS) for name resolution, you
need not update the HOSTS file for name resolution. If you do have a DNS
server DNS server, proceed with “Running the Computer Name Sync Utility” on
page 1461.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc
file is configured.
3 Update the file to reflect the new name of the co-resident server.

If you do not see a server name for the Contact Center Manager Server/
Contact Center Manager Administration Server co-resident server listed in
the HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Running the Computer Name Sync Utility

1 Log on to the co-resident server as Administrator.
Synchronization Utility window appears.

3 Click OK.
name. If the names do not match, the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.

Running the ChangeSOAPSrv utility

After you change the server name, SOAP processes do not function properly
(because they still recognize the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
If you have SU04 or later, proceed to “Resetting the IUSR_SWC account to

reflect the new server name” on page 1463.
1 Launch the Configuration component on the co-resident server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.
Tip: If you close the message, you can make it reappear by launching the
same Contact Center Manager Administration component again.
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which
Contact Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Result: The component opens with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

1 On the co-resident server, click Start > Programs > Administrative Tools
Result: The Internet Information Services (IIS) Manager window appears.

2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
3 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
4 Right-click Default Web Site, and then select Properties from the resulting
menu.
Result: The Default Web Site Properties dialog box appears.
Result: The Directory Security page appears.
6 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods dialog box appears.

7 Click Browse.
Result: The Select User dialog box appears.
8 Click Advanced.
Result: The Select User dialog box expands.

9 Click Find Now.

Result: The list of all the user accounts configured on the server appears.
10 In the list of user accounts, select IUSR_SWC, and then click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed.

11 Click OK.
Result: The Authentication Methods dialog box reappears with the
IUSR_SWC user account shown.
12 In the Password box, type the same password that you originally used for
this account when you configured it.
13 Click OK.
Result: The Confirm Password dialog box appears.
14 Type the password again, and then click OK.
Result: The system records the password.
15 Click OK to save your changes.

Resetting the iceAdmin password

1 On the co-resident server, click Start > All Programs > Nortel Contact
Center > Manager Administration > Configuration.
2 In the left pane, click Nortel Networks.
3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change dialog box appears.

4 In the Old Password box, type the old password.

5 In the New Password box, reenter the old password for the iceAdmin user
account. This resets the iceAdmin password.
6 In the Confirm Password box, type the password again.
Result: If your Contact Center Manager Administration server is a member
of an active domain, the Domain Account button is enabled on the
iceAdmin Password Change window.
7 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 1470.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 1469.
Exporting scheduled reports

This procedure is a continuation of the previous procedure.
1 To export scheduled reports to a domain network PC, click Domain
Account.
You can use the domain account setup function of the iceAdmin Password
Change window to reset the domain account password if the administrator
changes it.
Result: The Optional Domain Account Setup dialog box appears.
2 From the Select Domain Name list, select the name of the domain to add.

3 In the Enter Domain Account box, type the domain account.

Obtain the domain account name and password from your network
administrator.
4 In the Enter Domain Account Password box, type the domain account
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
5 In the Confirm Domain Account Password box, retype the domain
account password.
6 Click OK.
Result: The iceAdmin Password Change window reappears and activates
all scheduled reports using the domain account instead of the local
iceAdmin account.
7 Click OK.
Result: The system verifies that you typed the same password both times,
and then resets the password in all required components.
Changing the server name in Contact Center Manager Administration

1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
4 Click Edit Properties to enable the text boxes for the server name, IP
address, log on ID, and password.
6 Ensure that the new server name is updated for client PCs. For details, see
“Ensuring the new server name is updated for client PCs” on page 1470.
Ensuring the new server name is updated for client PCs

You must ensure that when you change the name of any server with Contact
Center Manager Administration clients, the HOSTS file on all of the client PCs
is updated to reflect the new name.


If you do not have a Domain Name Service (DNS) server, you must configure
the HOSTS file on all of the client PCs. If you have a Domain Name Service
(DNS) server for name resolution, you need not update the HOSTS file for name
resolution and you can proceed to “Updating client PC browsers and shared
folders for exporting scheduled reports” on page 1471.
ATTENTION
1 On the client PC, browse to the HOSTS file provided with the Windows
Server 2003 installation in the following directory:
If you do not see a server name for the co-resident server listed in the
HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Updating client PC browsers and shared folders for exporting

scheduled reports
After you change the co-resident server name, you must update all Contact
Center Manager Administration client PCs to reference the new Contact Center
Manager Administration server name in the browser.

If you created a shared folder for exporting scheduled report export files, when
you change the co-resident server name you must update the new name of the
server for all scheduled reports. Ensure you define the output options to include
the new name of the co-resident server.
1 Log on to the Contact Center Manager Administration server as webadmin.
2 Double-click Historical Reporting.
3 In the Historical Reporting main window, on the system tree, click the
server under which you want to modify the reports.
4 For each report associated with the co-resident server, perform the
following steps:
a. Right-click the report name.
Result: The Report Properties window appears.
b. Click the Output Options heading to reveal the output options boxes.
c. Select the Output to file check box to send the report to a shared
folder.

d. In the Output path box, update the path of the report to reflect the new
IP address of the co-resident server.
The path format is \\[computer name]\[shared folder name]\[file name],
without the file extension. If you change the name of the Contact
Center Manager Administration folder, you must change the computer
name portion of the path.
e. Click Save Report to save your user-defined report.
f. Click Activate to activate the report schedule.
g. Close the report.

On the Communication Control Toolkit server, after you change the co-resident
server name, you must update the HOSTS file if you do not have a DNS server
and configure the server properties.

the Communication Control Toolkit server with the new computer name. If you
do have a DNS server, continue with “Configuring the Contact Management
Framework properties” on page 1474.
ATTENTION


changes.
Configuring the Contact Management Framework properties



6 In the CCMS Server Name box, type the name of the co-resident server.
b. On the NCCT 6.0 Console window, expand NCCT Maintenance.

d. In the right pane, double-click Services.

Result: The Communication Control Toolkit Services dialog box
appears.

g. Close all of the windows and dialog boxes.

DNS server and configure the server properties.


the Contact Center Multimedia server with the new computer name. If you do
have a DNS server, continue with “Configuring the server settings” on page
1477.
ATTENTION

changes.

Center Multimedia.



7 Click Edit.
Server.
9 Click Save.

10 Click Contact Center Administrator Server to select it.

11 Click Edit.
Administration server.
13 Click Save.

b. Click Stop All.

c. Click Start All.

Change the co-resident server IP address
To change a server name on a server on which Contact Center Manager Server

and Contact Center Manager Administration co-reside, complete the following
tasks:
1. Change the Nortel server subnet IP address on the co-resident server.
the DNS with the IP address of your Contact Center Manager Server.
3. Update the IP address in Contact Center Manager Administration.
4. Ensure the IP address is updated for client PCs.
5. Ensure historical report output files reference the correct IP address.
required.
7. On the Contact Center Multimedia, update the HOSTS file, if required.
Changing the IP address of a co-resident server

Perform a backup of the co-resident server before you change the IP address. For
more information about backing up the co-resident server, see the Nortel
Contact Center Installation and Maintenance Guide for the co-resident server.
1 Shut down the Contact Center Manager Server services.
a. Click Programs > Nortel Contact Center > Manager Server >
Shutdown.
b. When prompted to shut down the services, click OK.
c. Click Accept.


Result: The following window appears. This window remains open for 20 to
30 seconds.

11 Click OK.
15 minutes to complete. A message box confirms the configuration is
complete.
13 Click OK.
Result: The system prompts you to reboot the server.
14 Click Yes.
Changing the Domain Name Service server

with the new IP Address.

Updating the IP address in Contact Center Manager Administration

When you change the IP address of the co-resident server, you must update the
IP address in Contact Center Manager Administration.

name. If you do have a DNS server, continue with “Updating the server IP
address in Contact Center Manager Administration” on page 1484.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
2 Right-click the HOSTS file and open the file with a text editor (for example
3 Update the file to reflect the new IP address of the co-resident server.
changes.

Updating the server IP address in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
Result: The server name, IP address, log on ID, and password boxes are
enabled.
Ensuring the IP address is updated for client PCs


the client PCs with the new computer name. If you do have a DNS server,
continue with “Ensuring historical report output files reference the correct IP
address” on page 1485.
ATTENTION

changes.
Ensuring historical report output files reference the correct IP

address
If you scheduled a historical report output file with the Contact Center Manager
Administration server IP address in the path instead of the Contact Center
Manager Administration server name, then you must manually edit the IP
address in the path after you change the Contact Center Manager Administration
server IP address.
following steps:


folder.

not have a DNS server.


the Communication Control Toolkit server with the new IP address. If you are
using a DNS server, proceed to “Updating the Communication Control Toolkit
ATTENTION

changes.




new IP address.
Changing the TAPI SP host address

Programming Interface (TAPI) points to your Contact Center Manager
Server, change the IP address in the TAPI Meridian 1 configuration.

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.


the Contact Center Multimedia server with the new IP address.
ATTENTION

changes.

Change the Contact Center Manager

Administration server name
You can change the Contact Center Manager Administration server name if the
new server name meets the following requirements:
network.
underscores (_).
After you change the Contact Center Manager Administration Server name, you
must also update the other servers in the Contact Center suite to ensure the
servers work together. Complete the following tasks described in this section:
1. Change the Contact Center Manager Administration server name in
Windows.
3. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
4. Reset the IUSR_SWC account to reflect a new server name.
5. Reset the iceAdmin password.
6. Ensure the new server name is updated for client PCs.
7. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server name.
8. On the Communication Control Toolkit server, update the HOSTS file.
9. On the Contact Center Multimedia server, update the HOSTS file and the
server settings.

Changing the Contact Center Manager Administration server name in

Windows
1 On the Contact Center Manager Administration server, select Start >
Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.

Running the ChangeSOAPSrv utility

If you have SU04 or later, this procedure is not applicable. This procedure is
required only for SU03 or earlier.
After you change the server name, SOAP processes do not function properly
(because they still refer to the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
1 On the Contact Center Manager Administration server, double-click the
Configuration component.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.

If you close the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which
Contact Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <server name>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Start the Configuration component again to verify the component opens
with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

1 On the Contact Center Manager Administration server, click Start > All
Programs > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.
2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
3 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties dialog box appears.


Result: The Directory Security page appears.
6 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods dialog box appears.
7 Click Browse.
Result: The Select User dialog box appears.

8 Click Advanced.
Result: The Select User dialog box expands.

9 Click Find Now.

Result: The list of all the user accounts configured on the server appears.

10 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed at the bottom.
11 Click OK.
Result: The Authentication Methods dialog box reappears, with the
IUSR_SWC user account shown.
12 In the Password box, type the same password that you originally used for
this account when you configured it.

13 Click OK.
Result: The Confirm Password dialog box appears.
14 Type the password again, and then click OK.
Result: The system records the password.
15 Click OK to save your changes.
Resetting the iceAdmin password

2 In the left pane, click Nortel Networks.

3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change dialog box appears.
4 In the Old Password box, type the old password.

5 In the New Password box, reenter the old password for the iceAdmin user
account. This resets the iceAdmin password.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option is enabled on the iceAdmin
Password Change window.
8 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 1470.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 1469.
Exporting scheduled reports

This procedure is a continuation of the previous procedure.

1 To export scheduled reports to a domain network PC, click Domain

Account.
You can use the domain account setup function of the iceAdmin Password
Change window to reset the domain account password if the administrator
changes it.
Result: The Optional Domain Account Setup dialog box appears.
2 From the Select Domain Name list, select the name of the domain to add.
3 In the Enter Domain Account box, type the domain account.
Obtain the domain account name and password from your network
administrator.
4 In the Enter Domain Account Password box, type the domain account
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
5 In the Confirm Domain Account Password box, retype the domain
account password.
6 Click OK.
Result: The iceAdmin Password Change window reappears and activates
all scheduled reports using the domain account instead of the local
iceAdmin account.
7 Click OK.
Result: The system verifies that you typed the same password both times,
and then resets the password in all required components.

Ensure the new server name is updated for client PCs


If you have a Domain Name Service (DNS) server for name resolution, you need
not update the HOSTS file for name resolution and you can proceed with
“Updating client PC browsers and shared folders” on page 1503.
ATTENTION
documentation for Microsoft
3 Update the file to reflect the new name of the Contact Center Manager
changes.

Updating client PC browsers and shared folders

After you change the Contact Center Manager Administration server name, you
must update all Contact Center Manager Administration client PCs to reference
the new Contact Center Manager Administration server name in the browser.
If you created a shared folder for exporting scheduled report export files on the
Contact Center Manager Administration server, after you change the Contact
Center Manager Administration server name you must update the new name of
the server for all scheduled jobs. Ensure you define the output options to include
the new name of the co-resident server.
following steps:

folder.

Center Manager Administration server name, you must update the HOSTS file if
you do not have a DNS server.

do have a DNS server, continue with “Updating the Contact Center Multimedia
ATTENTION

2 Right-click the HOSTS file and open the file with a text editor (for example

changes.

Manager Administration Server name, you must update the HOSTS file if you
do not have a DNS server and configure the server properties.

have a DNS server continue with “Configuring the server settings” on page
1506.
ATTENTION


changes.

Center Multimedia.


6 Click Contact Center Manager Administrator Server to select it.

7 Click Edit.
9 Click Save.


b. Click Stop All.
c. Click Start All.

Change the Contact Center Manager

Administration server IP address
Contact Center Manager Administration functions correctly after an IP address

change on the Contact Center Manager Administration server.
If you change the IP address of a server in Contact Center Manager Server, it

impacts other applications that connect to the server, such as Contact Center
Manager Administration. Therefore, after you change the IP address of the
Contact Center Manager Administration server, you must update the IP address
of the Contact Center Manager Server.
You must complete the following steps:

1. Change the IP address on Contact Center Manager Administration server.
3. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server IP address.
4. On the Communication Control Toolkit server, update the HOSTS file.
5. On the Contact Center Multimedia server, update the HOSTS file.
Changing the IP address on Contact Center Manager Administration

server
Before you change the Contact Center Manager Administration IP address, back
up the server. For more information about backing up the Contact Center
Manager Administration server, see the Nortel Contact Center Manager
Administration Installation and Maintenance Guide.
1 On the server, click Start > All Programs > Accessories >
Communications > Network & Dial up Connections.
2 Right-click Local Area Connection and select Properties from the menu.
Result: The Local Area Connection Properties dialog box appears.

3 On the General page, select Internet Protocol (TCP/IP), and then click
Properties.
Result: The Internet Protocol (TCP/IP) Properties dialog box appears.
5 Click OK to close the Internet Protocol (TCP/IP) Properties dialog box.
6 Click OK to close the Local Area Connection Properties dialog box.
7 Restart the Contact Center Manager Administration server.

with the new IP Address.
Ensure the IP address is updated for client PCs


If you configure a Domain Name Service (DNS) server for IP address resolution
you need not update the HOSTS file.
ATTENTION

file is configured.
changes.

Ensure historical report output files reference the correct IP address

After you schedule a historical report to send to a file, if you include the Contact
Center Manager Administration server IP address in the output path instead of
the server name, you must manually edit the output path after you change the
Contact Center Manager Administration server IP address.
following steps:
folder.


Center Manager Administration server IP address, you must update the HOSTS
file if you do not have a DNS server.

Communication Control Toolkit server with the new IP address. If you do have a
DNS server, you are finished updating the servers for the IP address change on
Contact Center Manager Administration server.
ATTENTION


changes.

Manager Administration server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the server properties.

the Contact Center Multimedia server with the new IP address.
ATTENTION



changes.

Change the Communication Control Toolkit

server name
You can change the Communication Control Toolkit server name if the new
network.
underscores (_).
After you change the Communication Control Toolkit server name, you must
also update the other servers in the Contact Center suite to ensure the servers
work together. Complete the following tasks described in this section:
1. Change the name of the Communication Control Toolkit server.
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.

Changing the Communication Control Toolkit server name on the

operating system
1 On the Contact Center License Server, select Start > Control Panel >
System.
3 Click Change.
5 Click OK.
6 Click Yes.

Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server and configure the Communication
Control Toolkit Windows users.


do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
3 Update the file to reflect the new name of the Communication Control
Toolkit server.
changes.
Configuring the local Communication Control Toolkit Windows users

If the Communication Control Toolkit server uses local Windows users as
Communication Control Toolkit users, you must reconfigure these users to use
the new name of the Communication Control Toolkit server.

For example, if the Communication Control Toolkit server is using the user ids
OldName\User1 and OldName\User2, you must reconfigure these local users to
use the new name of the Communication Control Toolkit server.
Nortel recommends that you rename the existing users, rather than create new
users. Rename the existing users to keep the appropriate resource mappings of
the old user name.

You must update the Contact Management Framework component in
Communication Control Toolkit with the new Contact Center Manager Server
name.


6 In the CCT Server Name box, confirm the new Communication Control
Toolkit server name is shown.
7 In the CCMS Server Name box, type the name of the Contact Center
Manager Server.



Mapping the new local Communication Control Toolkit users

You must ensure that the new local Communication Control Toolkit users are
mapped to the appropriate addresses, terminals and groups.
For more information about mapping users, see the Communication Control
Toolkit Installation and Maintenance Guide.

Configuring Contact Center Manager Server

1 On the Contact Center Manager Server, select Nortel Contact Center >
2 Click the CCT Server tab.
3 In the CCT Host Name box, type the new name of the Communication
Control Toolkit server.
4 Click Apply.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

1523.
ATTENTION

directory:
Toolkit server.

changes.

1 Log on to the Contact Center Multimedia Administrator.
Center Multimedia.
5 Click Communications Control Toolkit Server to select it.

6 Click Edit.
7 In the Server Name box, change the name of the Communication Control
Toolkit server.
The default server port depends on the server you are configuring.
9 Click Save.
Result: A message box appears describing potential errors for changing
this server.

b. Click Stop All.

c. Click Start All.
Configuring the Contact Center Agent Desktop

The Contact Center Agent Desktop configuration file must be updated with the
new Communication Control Toolkit server name. You must change the
CCTSERVER key in the ccad.exe.config file in the Nortel\Contact Center
Multimedia\Agent Desktop directory on the Contact Center Multimedia server.

Change the Communication Control Toolkit IP

address
After you change the Communication Control Toolkit server name, you must
1. Change the Communication Control Toolkit server IP address on the
operating system
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.
Changing the Communication Control Toolkit server IP address on

the operating system
Complete the following procedure if you change the Communication Control
Toolkit IP address.
2 Stop the services.

5 Right-click the LAN connection, and then click Properties.

9 Restart the services.

with the new computer IP address.
Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server.

do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:

Toolkit server.
changes.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

1523.
ATTENTION

directory:

Toolkit server.
changes.

Change the Contact Center Multimedia server

name
You can change the Contact Center Multimedia server name if the new server
name meets the following requirements:
network.
After you change the Contact Center Multimedia server name, you must also
update the other servers in the Contact Center suite to ensure the servers work
together. Complete the following tasks described in this section:
1. Change the name on the Contact Center Multimedia server.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. Update the e-mail attachment folders for Contact Center Multimedia.
5. If you are using an external Web server for Web communications, update
the external Web server with the new server name.
6. Update the Contact Center Agent Desktop clients with the new server
name.
7. Change the HOSTS file on the Contact Center Manager Administration
Server.
8. Add and configure the Contact Center Multimedia server in Contact Center
Changing the Contact Center Multimedia server name on the

operating system
System.
3 Click Change.


5 Click OK.
6 Click Yes.

Changing the Contact Center Multimedia server name

When you change the Contact Center Multimedia server name, you must update
the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.

the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 1533.
ATTENTION


directory:
of a list of IP addresses followed by a server name. A sample HOSTS file is
provided in the following figure as a guideline, but is not intended to indicate
exactly how the HOSTS file is configured.
3 Update the file to reflect the new name of the Contact Center Multimedia
server.
changes.

Configuring the Contact Center Multimedia server name

Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
6 In the Server Name box, type the name of the Contact Center Multimedia
server.
9 Click Save.
10 Click Close to close the Server Settings dialog box.
11 On the Contact Center Multimedia server, navigate to the path
D:\Nortel\Contact Center Multimedia\Agent Desktop\ccad.exe.config.
12 On the appropriate line of the text file, replace the name of the old Contact
Center Multimedia server with the new Contact Center Multimedia server.


D:\Nortel\Contact Center
Multimedia\Outbound\Manager\ocmt.exe.config.
D:\Nortel\Contact Center Multimedia\Common utilities\db.propertiesg.
b. Click Stop All.

c. Click Start All.

Updating the e-mail attachment folders for Contact Center Multimedia

If you are licensed for e-mail messages in your contact center, you must update
the e-mail attachment folders.
1 In the Multimedia Administrator, expand Contact Center Multimedia.
4 In the Attachment Files section, update the four path names to show the
new server name.
5 Click Save.

b. Click Stop All.

c. Click Start All.

files and remove the cached files after you change the name of the Contact
WebLogic) or a different technology (ASP.NET), you must use the standard
The sample customer Web installation contains the folders CI_Sample_Website

and WebComms. Your custom interface folders can have different names.
Ensure that you use your own folder names to locate the web.xml and .jsp files.
2 On the external Web server, navigate to
4 Locate the text string <param-name>CCMM_HOSTNAME</param-
name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
5 In the <param-value> line, replace the old server name with the name of
the new server.
6 Save and close the file.
7 On the external Web server, navigate to ..\webapps\WebComms\WEB-INF.

9 Locate the text string <param-name>CCMM_HOSTNAME</param-

name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
10 In the <param-value> line, replace the old server name with the name of
the new server.
11 Save and close the file.
Configure the Contact Center Agent Desktop

Clients that access the Contact Center Agent Desktop must be configured with
the new Contact Center Multimedia server name. Agents access the desktop
application using the URL http://<servername>/agentdesktop/ccad.exe. You
must update the <servername> to reflect the new name of the server.
ATTENTION
Updating Contact Center Manager Administration

Contact Center Multimedia server name, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 1538.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
server.
changes.
Updating the server information in Contact Center Manager

Administration
You must configure Contact Center Manager Administration with the name and
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.
You must log on as the Web administrator to add and configure the Contact


4 From the Server menu, select Add Server.
Result: The Contact Center Manager server Properties window appears.
server.
Result: The system automatically completes the IP address and display
name.
6 In the Login ID box, type the logon ID for the reporting user name for the
server. The ID for the Contact Center Multimedia server is mmReport.

9 Click Submit.
10 In the left pane, select the Contact Center Manager Server with which you
want to associate the Contact Center Multimedia server.
11 Right-click the Contact Center Manager Server and then click Edit
Properties.
12 Under Associated Reporting Server, select the check box next to the
current active Contact Center Multimedia server name.
13 Click Submit.

When you change the Contact Center Multimedia server name, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
server.

changes.

Change the Contact Center Multimedia IP

address
You can change the Contact Center Multimedia server IP address.
After you change the Contact Center Multimedia server IP address, you must
1. On the Contact Center Multimedia server, change the IP address.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. On the Contact Center Manager Administration server, change the HOSTS
file, if required.
5. Add and configure the Contact Center Multimedia server in Contact Center
6. On the Communication Control Toolkit server, change the HOSTS file, if
required.
Changing the Contact Center Multimedia server IP address on the

operating system
Complete the following procedure if you change the Contact Center Multimedia
IP address.
2 Stop the Multimedia services using the following steps:
b. Click Stop All.
c. Click Exit to close the CCMM Service Control window.


5 Right-click the LAN connection, and then click Properties.
b. Click Start All.
c. Click Exit to close the CCMM Service Control window.

Changing the Contact Center Multimedia server IP address

When you change the Contact Center Multimedia server IP address, you must
update the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.


the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 1533.
ATTENTION

directory:
3 Update the file to reflect the new IP address of the Contact Center
Multimedia server.
changes.

Contact Center Multimedia IP address, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 1538.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
Multimedia server.
changes.

Administration
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.


4 From the Server menu, select Add Server.
server.
name.
server. The ID for the Contact Center Multimedia server is mmReport.

9 Click Submit.
want to associate the Contact Center Multimedia server.
Properties.
13 Click Submit.

When you change the Contact Center Multimedia IP address, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
Multimedia server.

changes.

Change the Contact Center Multimedia

Standby server name
You can change the Contact Center Multimedia Standby server name if the new
network.
If you change the Contact Center Multimedia Standby server name, and your
Standby server is not actively handling contacts, you must also update the other
servers in the Contact Center suite to ensure the servers work together when you
need to use the Standby server. Complete the following tasks described in this
section:
1. Change the server name on the Contact Center Multimedia server.
2. Update the Domain Name Service server.
3. Change the HOSTS file on the Contact Center Manager Administration
server.
4. Add and configure the Contact Center Multimedia Standby server in
If your Standby server is currently handling contacts, use the tasks in “Change
the Communication Control Toolkit IP address” on page 1526.
Changing the Contact Center Multimedia Standby server name in the

operating system
System.
3 Click Change.
5 Click OK.

6 Click Yes.

Changing the Contact Center Multimedia Standby server name

Perform the following steps on the Contact Center Multimedia Standby server.
Center Multimedia.
4 Click Contact Center Multimedia Standby Server to select it.
5 Click Edit.
6 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.

7 Click Save.
8 Click Close to close the Server settings dialog box.

On the Contact Center Multimedia server, perform the following steps:
Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
server.
7 Click Save.
8 Click Contact Center Multimedia Standby Server to select it.

9 Click Edit.
10 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.
11 Click Save.
12 Click Close to close the Server Settings dialog box.

b. Click Stop All.

c. Click Start All.

IP address of the renamed Contact Center Multimedia Standby server. You can
configure more than one Contact Center Multimedia server in Contact Center
Manager Administration, but only one Contact Center Multimedia server can be
active at a time.

Administration
Center Multimedia Standby server.


4 On the Server menu, select Add Server.
server.
name.
server. The logon ID for the Contact Center Multimedia server is
mmReport.


9 Click Submit.
want to associate the Contact Center Multimedia Standby server.
Properties.
ATTENTION
You must ensure that only the active Multimedia server
has a check mark in the box beside the server name.
13 Click Submit.


Glossary
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.
ACCESS voice port

A voice port controlled by the ACCESS link.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.

Standard 7.23
ACD group
See automatic call distribution group.
ACD routing table

See automatic call distribution routing table.
ACD subgroup
See automatic call distribution subgroup.
acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
active server
In a system with a Replication Server, the server providing call processing and
administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720 on
their agent desktop applications during sales calls, and this information can be
generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.
administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.

March 2008
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent priority per skillset

Each agent has a priority per skillset. This priority represents their skill level
within the skillset. This priority is used only in queuing the agent in the idle
agent queues, thus allowing agents with greater priority in a skillset to be
presented with calls before agents of lesser priority. Agent priority per skillset
has a range of 1 to 48, with 1 having the greatest priority. Agent priority per
skillset is not used to determine which request to present to an idle agent when
the agent qualifies for more than one queue request. That presentation is based
solely on the calls’ attributes.
agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
AIP
Advanced I/O Processor
alias
See e-mail alias.
AML
See Application Module Link.
ANI
See automatic Number Identification.

Standard 7.23
API
See application program interface.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
Application Module Link

An internal protocol used by Contact Center Manager Server to communicate
directly with the switch.
application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.
application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also automatic call
distribution directory number.

March 2008
automatic call distribution directory number

A primary or supplementaryDN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group

An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.
automatic call distribution subgroup

An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.
automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

Standard 7.23
BBUA
Back-to-Back User Agent
C call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class

A collection of preferences that determines how calls are presented to an
agent.A call presentation class specifies whether a break time between calls is
allowed, whether an agent can put DN calls on hold for incoming ACD calls,
and whether an agent phoneset displays that the agent is reserved for a network
call.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.

March 2008
Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
campaign
See outbound campaign.
CAT
Channel Allocation Table
CCR
customer controlled routing
CDN
See controlled directory number.

Standard 7.23
central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.
centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.
CLAN
See Customer Local Area Network.
CLAN subnet
See enterprise IP network.
CLID
See Calling Line Identification.
client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.
closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.
Communication Control Toolkit

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

March 2008
Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management.
Computer Telephony Integration

An application that enables a computer to control telephone calls.
Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.

An agent tool that contact center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.
Contact Center Manager Administration

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.
Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
Contact Center Manager Server

This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.

Standard 7.23
Contact Center Manager Server call

A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.
Contact Center Multimedia server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center Standby server

The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Contact Center
Manager Server.
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

March 2008
CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and desktop
clients connects.
Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.
D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the contact center.

Standard 7.23
deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default activity code

The activity code assigned to a call if an agent does not enter an activity code
manually, or when an agent presses the activity code button twice on the
phoneset. Each skillset has a defined default activity code.
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.
DEP
See Data Execution Prevention.
Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled service update
or service update Supplementary. See also service update and service update
Supplementary.
desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.

March 2008
Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
directory number call

A call presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
Distant Steering Code

Used by the switch to route calls to their intended destination.
Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

Standard 7.23
DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
DoS
See denial of service.
DP
See Designer Patch.
DSC
Distant Steering Code
DTMF
Dual Tone Multi Frequency
Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.
DVMRP
See Distance Vector Multicast Routing Protocol.
dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

March 2008
dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail messages depending on the alias to which they are
addressed, create a recipient mailbox as an enabled mailbox in Multimedia
Administrator and then create a recipient mailbox as an alias in Multimedia
Administrator and then create routing rules based on the alias.
e-mail message contact

An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).
embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Standard 7.23
Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.
equivalent basic calls

A measure of the telephone switch CPU real time required to process a basic
call. See also basic call.
event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.
expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.
F FCTH
See Flow Control Threshold.
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.
firewall
A set of programs that protects the resources of a private network from external
users.

March 2008
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
Host Data Exchange

A rich scripting language provided with Contact Center Manager to control
treatment of calls.

Standard 7.23
HTTP
See Hypertext Transfer Protocol.
hundred call seconds

See centum call seconds.
Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.
I ICM
See Intelligent Call Manager.
IGMP
See Internet Group Management Protocol.
Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.
Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.
Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.
Intelligent Call Manager

A high capacity contact center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.
Interactive Voice Response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive Voice Response ACD-DN

A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

March 2008
Interactive Voice Response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.
Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct.The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
IP address
See Internet Protocol address.
IPML
See Integration Package for Meridian Link.
ISDN
See Integrated Services Digital Network.
IVR
See Interactive Voice Response.

Standard 7.23
IVR ACD-DN
See Interactive Voice Response ACD-DN.
IVR event
See Interactive Voice Response event.
IVR port
See voice port.
L LAN
See local area network.
Line of Business code

See activity code.
LOB code
See activity code.
local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.
local call
A call that originates at the local site. See also network call.
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

March 2008
M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script,primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Standard 7.23
Media Application Server

A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.
mean time between calls

The average time between presentation of calls to an agent.
Meridian Link Services

A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MOSPF
See Multicasting Extensions to Open Shortest Path First.

March 2008
MTBC
See mean time between calls.
Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

Standard 7.23
network call
A call that originates at another site in the network. See also local call.
Network Consolidated Real-Time Display

A real-time display containing data from more than one Contact Center Manager
Server. This data is consolidated by Contact Center Manager Administration.
Network Control Center

The server on a Contact Center Manager system where Network Skill-Based
Routing is configured and where communication between servers is managed.
network interface card

An expansion board that enables a PC to connect to a local area network (LAN).
network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.
Network Skill-Based Routing

An optional feature with Contact Center Manager Server that provides skill-
based routing to multiple networked sites.
network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

March 2008

The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
Number Plan Area

Area code
O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.

Standard 7.23
Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager

A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.

An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network
skillset,skillset.

March 2008
P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Product Enhancement Package.
Product Enhancement Package

A planned update to address specific individual Contact Center software
problems. Product enhancement packages are viewable from a patch viewer
application. Product enhancement packages are included in the next scheduled
service update or service update Supplementary. See also service update and
service update Supplementary.
personal directory number

A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.

Standard 7.23
Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script,script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
private branch exchange

A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally available
on the public network.
Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.
PSTN
See public switched telephone network.

March 2008
public switched telephone network

The international network of private and government-owned voice-oriented
public telephone networks.
R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
your security by adding Secure Socket Layer (SSL) encryption.
recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.

Standard 7.23
Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.
redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.

March 2008
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script,primary script, secondary script.
script variable
See variable.

Standard 7.23
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.
secondary directory number

A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network
script,primary script, script.
sequential routing table

A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager

A Windows NT process that manages the different services on the PC.

March 2008
service level
The percentage of incoming calls answered within a configured number of
seconds.
service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
service update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous service updates (SUs) for the release are included in the latest service
update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also service update Supplementary, Product Enhancement Package, and
Designer Patch.
service update Supplementary

A stand-alone Contact Center supplementary software application installed on
top of a specific service update (SU). It does not contain the contents of previous
SUs. The next SU includes SUSs built on top of previous SUs. For example,
SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and
any subsequent SUSs built on top of SU03). See also service update
Supplementary, Product Enhancement Package, and Designer Patch.
Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status

Standard 7.23
management information, which is conveyed through exact specifications

and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)
SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.

March 2008
source site
The site from which an incoming network call originates. See also destination
site.
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See service update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See service update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.

Standard 7.23
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize or deactivate these scripts, but they cannot delete them. These scripts
are the first scripts executed for every local or networked arriving at the contact
center.
T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.

March 2008
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.

Standard 7.23
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple scripts
to determine treatment and routing of calls entering Contact Center Manager
Server. See also call variable, global variable.
Virtual Private Network

A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.
Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.

March 2008
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.
Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
wide area network

A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.

Standard 7.23

Index addenda in documentation 53
adding
agents in CCMA 142
an auto-response to a rule 1136
closed reasons for e-mail 1139
A custom fields 1180
features 1307
about
keyword groups to a rule 1109
configuring e-mail contacts 200
Multimedia server to CCMS 428
configuring outbound contacts 200 multimedia skillsets in CCMA 138
Contact Center Agent Desktop 27
page push URLs 1157
E-mail Manager 26
phonesets in CCMA 135
Geographic Redundancy 872, 974 route points in CCMA 144
hotdesking 232
sender groups to a rule 1112
journal files 966
supervisors in CCMA 141
migration utility 28 the Multimedia server for reporting 150
Multimedia administration 28
Web-on-hold groups 1160
Multimedia database 26
addresses
pcAnywhere 54 adding CCMM server to CCMA 150
pushing Web pages 277
configuring recipient 215
remote desktop connection 54
creating groups for rules 1112
shared e-mail folders 87 importing from TAPI 175
standby server 872
mapping Windows users to 190
telephony-only installation 48
recipient mailboxes 220
text chat 276 using for hotdesking 232
access
warning for installation 75
configuring inbound
administration
attachment 100, 348, 718, 940
acquiring phonesets 136
configuring outbound
acquiring route points 145
attachment 103, 351, 721, 943
adding agents 142
Outbound Campaign Management Tool 238
adding Multimedia server 150
recommendations for remote support 54
adding multimedia skillsets 138
rights for pcAnywhere in Windows 57 adding phonesets 135
rights to install Multimedia software 25
adding route points 144
sample Web customer interface 258
adding supervisors 141
accounts adding the standby server 952
configuring pcAnywhere 58
archiving 1236
configuring user 123
associating Multimedia server for
acquiring reporting 151
phonesets in CCMA 136
changing administrator default password 230
route points in CCMA 145
configuring CDNs 144
activating
configuring contact types 206
Windows 2003 security templates 1267
configuring phonesets 135
activating rules 1122
configuring recipients 215
active contact timer 1183
configuring route points 144, 207
active server
configuring skillsets 207
required information 892

Index Standard 7.23
configuring users 141 applying security policy 1274

general functionality 36 archive files
importing scripts 148 name 1238, 1239
importing users from 171 viewing 1233
interaction overview 31 archiving
logging on 132 creating new file 1236
server name changes 1291 e-mail rules 1238
starting Outbound Campaign Management outbound campaigns 1237
Tool 239 problems with 1328
tool description 28 recovering 1246
troubleshooting 1312 restoring 1242
agent applications skillsets 1239
cannot log on 1319 asian characters 1315
connecting to NCCT server 1321 Asian languages 1291
invalid credentials 1321 assigning
problems with logging on 1322 agents to skillsets 412
reconfiguring passwords 1320 deleting skillset-to-agent 415
troubleshooting Internet Explorer 1327 route points to e-mail skillsets 1082
Agent Desktop route points to outbound skillsets 1076
cannot log on 1322 route points to Web communication
description 27 skillsets 1150
hotdesking 1186 associating
logging on 237 Multimedia server for reporting 151
port requirements 1279 terminals to workstations 187, 465
summary 35 users to addresses 191, 469, 817
troubleshooting logging problems 1319 users to contact center users 195, 473, 821
agents users to terminals 193, 471, 819
adding in CCMA 142 attachments
cannot log on 1322 adding to auto-responses 1120
configuring phonesets for 122 backing up folders 1208
configuring user accounts 123 choosing different location 88
contacts routed to incorrect 1325 configuring the size of 1185
hotdesking 232, 859 locations 1088
licensing 30 monitoring disk space for 1207
resetting passwords 1178, 1320 problems with archiving 1328
verifying phonesets 160 size of 1337
Windows user accounts 123 audible alerts 1190
allocation of memory for e-mail messages 1336 audience of this guide 25
alternate installations 48 authentication for SMTP 1285
antivirus software 1263 auto-acknowledgements
applications about 1118
Contact Center Agent Desktop 27 problems with 1318
Multimedia Administrator 28 automatic text
Outbound Campaign Management Tool 26 configuring 1167
applying Customer Label 1168
security templates in a domain 1271 Initial Message 1167

March 2008 Index
auto-number e-mail messages 1089 password 967

autophrases stopping 1194
creating 1155 callback
auto-responses verifying 283
adding attachments 1120 callback timer 1184
adding to a rule 1136 CCAD
configuring data 1120 See Contact Center Agent Desktop
creating 1118 CCMA
definition 202 See Contact Center Manager Administration
settings for default rule 219 CCMM
using in rules 1118 See Contact Center Multimedia
available features 1370 CCMMOPSUSR
setting password 84
CCMS
B See Contact Center Manager Server
CCMS server name
backing up changing 1383, 1458, 1492, 1516, 1530, 1542,
choosing different locations 1209 1549
creating destinations 1019, 1210 CCT
e-mail attachment folders 1208 See Communication Control Toolkit
file size for database 1208 changes
immediate database 1214 Dynamic Transaction Handler 36
log files 1213 in Communication Control Toolkit 36
log files for scheduled backups 1219 in database format 36
Multimedia database 1208 in documentation 53
scheduling 1220 real-time displays 37
server operating system 1210 reporting 37
time required 1209 ChangeSOAPSrv utility
backup locations 1208 running 1463, 1493
backups changing
clearing a scheduled backup 1224 CCMS server
deleting 1224 name 1383, 1458, 1492, 1516, 1530, 15
restoring 1227 42, 1549
restoring from 1227 custom fields 1181
running scheduled 1223 encoding for outgoing e-mail 1099
scheduled 1220 passwords for servers 1265
setting permissions for backup log files 1220 server names 1291
barred e-mail addresses 1095 URL sequence in a Web-on-hold group 1163
beep to indicate contact arrived 1190 Web-on-hold groups 1162
bring to front 1188 characters
asian 1315
wildcard in keyword groups 1111
C wildcards in sender groups 1114
checking
Cache database log files 1307
about 26 mailboxes on e-mail server 215
journal files 966, 1061

Index Standard 7.23
network connectivity 1296 mapping users to terminals 193

prerequisites for new Multimedia server 70 server description 36
prerequisites for redundancy server 910 server name changes 1291
choosing Communication Server 1000 switch
different locations for back ups 1209 downloading information 154
Citrix components of
configuring popup windows 233, 1187 Contact Center Multimedia 26
hotdesking 232, 1186 rules 1101
client applications computer name
Contact Center Agent Desktop 27 synchronizing 1385, 1422
clients conference
configuring log utility 1254 inactive troubleshooting 1323
hardware requirements 113 configuring
installing .NET Framework 116 access to Outbound Campaign Management
installing CCMM_Security_Policy.msi 117 Tool 238
optional requirements 113 active contact timer 1183
requirements on new server 112 attachment size 1185
software requirements 113 automatic text 1167
using thin 31 callback timer 1184
closed reasons CDNs in CCMA 144
adding for e-mail 1139 closed reasons 1172
adding for Web communications 1172 closed reasons for e-mail 1139
creating for e-mail 1139 Communication Control Toolkit console 163
creating Web communications 1172 Contact Center Manager Server 129
deleting 1141, 1174 contact center users in CCMA 141
closing Contact Management Framework 163
contacts using rules 222 contact types 224
Multimedia Administrator 205 custom fields 1180
Patch Viewer 1203 default delivery failure rule 221
codes default system rule 218
40593 1266 development server for Web CI 1148
interpreting license 1370 e-mail contacts overview 200
multimedia events 1343 e-mail settings 1090
operating system event 1342 e-mail text chat logs 1168
Communication Control Toolkit encoding for outgoing e-mail 1096
configuring 129 event to trap translator 1257
configuring console 163 external Web server 213, 250, 617
connecting to server 1321 hotdesking 232, 859
importing Contact Center users 171 hotdesking popups in Citrix 233, 1187
importing resources 171 idle time for outbound contacts 1078
importing TAPI terminals and addresses 175 inbound attachment access 100, 348, 718, 940
importing workstations 183 inbound attachment shared folder 88
interaction overview 31 inbound e-mail server 211
mapping terminals to workstations 187 log file filters 1249
mapping users to addresses 191 mailboxes on e-mail server 124
mapping users to contact center users 195 MIME types 104

March 2008 Index
multimedia contacts 206 cannot log on 1322

Multimedia server in CCMA 150 fixing originate key 1322
office hours 1118 giving focus to 1188
Open Queue 126, 400, 750 hotdesking 1186
outbound attachment logging on 237, 517, 864
access 103, 351, 721, 943 port requirements 1279
outbound attachment shared starting 236
folder 94, 342, 539, 712 troubleshooting logging problems 1319
outbound contacts summary 200 Contact Center Manager Administration
outbound e-mail server 212 adding standby server 952
outgoing mailbox settings 1092, 1152 port requirements 1280
page push lists 1157 purpose 200
pcAnywhere 57 Contact Center Manager Server
pcAnywhere accounts 58 adding Multimedia server to 428
phonesets for agents 122 cannot log on 1322
phonesets in CCMA 135 configuring Communication Control
production server for Web CI 1148 Toolkit 129
properties for the customer interface sample configuring Open Queue 126, 400, 750
Web site 278 interaction overview 31
recipient mailboxes 215 refreshing servers 133
route points in CCMA 144 retrieving information 200
rule inputs 1107 Contact Center Multimedia Administrator
rule output actions 1134 logging on 1081
rules for multiple mailboxes 1124 troubleshooting 1312
scheduler for backups 1220 Contact Center Multimedia database
scripts 146, 424 troubleshooting 1311
skillsets 207, 1117 verifying 109
SNMP service 1255 Contact Center Multimedia server
system default rule 218 licensing 1303
system delivery failure rule 222 starting services 1301
text chat timers 1165 contact center users
users in CCMA 141 about agents 141
verbosity of log files 1249 about supervisors 141
Web communication mailbox 247 creating agents 142
Web communication SMTP server 247 creating supervisors 141
Web communications response importing from CCMA 171
addresses 1154 Contact Management Framework
Web server 213 configuring 163
Web-on-hold groups 1160 troubleshooting 1295
Windows accounts for agents 123 contact routing errors 1325
connections contact types
Communication Control Toolkit 1321 licenses 206
testing ODBC for SWCP 4.0 1300 licensing 30
connectivity of network 1296 selecting for e-mail rules 1118
Contact Center Agent Desktop 27 skillset prefixes 209, 487, 835
bring to front 1188 contacts

Index Standard 7.23
fixing delays in queue 1325

routed to wrong agent 1325
D
contacts arriving database
sound 1190 backing up 1208
visual cues 1188 changes from previous releases 36
converting text file to download switch clearing backup 1224
information 157 creating immediate backups 1214
copying information 26
attachment folders 395 migrating SWCP 4.0 to CCMM 6.0 392
Corporate licensing 1304 monitoring disk space 1207
corrupt address 1315 password 967
creating restoring backups 1227
autophrases for a skillset 1155 restoring from an archive 1242
auto-responses 1118 restoring on standby server 954
backup destinations 1019, 1210 scheduling backup 1220
closed reasons 1172 scheduling backups 1220
closed reasons for e-mail 1139 size of backup file 1208
custom fields 1180 troubleshooting 1311
customer record on Web site 280 upgrading SWCP 4.0 292
immediate backups 1214 verifying installation 107, 355, 725
keyword groups 1109 database journal files 966
ODBC DSN 387 default
page push lists 1157 delivery failure keyword group 221
recipient mailbox 215 e-mail attachment folders 88
recipient mailboxes 1084 idle time for outbound contacts 1078
route points using CCMA 200 inbound e-mail attachments
rules for a single mailbox 1104 folder locations 1088
sender groups 1112 log file size 1250
skillsets using CCMA 200 log file verbosity 1249
Web-on-hold groups 1160 outbound e-mail attachment folder
creating database journal files 966 location 1088
critical errors 1249 password for Multimedia Administrator 204
custom fields system default rule for routing e-mail 218
changing 1181 system delivery failure rule 221
creating 1180 defining
deleting 1182 contact type terminology 202
customer documentation updates 53 error types 1249
customers delayed contacts in queue 1325
label in text chat 1168 deleting
logging off 261 closed reasons 1141
logging on 259 custom fields 1182
registering 258 rules 1123
reviewing contact history 264 scheduled backup 1224
updating customer details 262 skillset-to-agent assignments 415
updating logon credentials 263 SWCP 4.0 skillsets 417
developing Web pages 250

March 2008 Index
development description 26
server enabling SSL 1281
configuring 213 logging mailbox problems 1313
development Web server Memory Management utility 1336
configuring 250 not receiving mail 1314
installing software 245 port requirements 1279
prequisities 243 service 226
directory for log files 1249 SMTP authentication 1285
disabling JAVA compiler 381 starting service 227
displaying stopping service 1194
current contact type licenses 206 troubleshooting 1313
session timeout 274 e-mail message
documentation searching body 1089
addenda 53 e-mail messages
Contact Center 41 allocation of memory 1336
domains asian characters 1315
applying security templates 1271 auto-numbering 1089
importing workstations from 183 encoding 1096
downloading life cycle of 1377
CS 1000/M1 data 154 outgoing corrupt 1315
Dynamic Transaction Handler replacement 36 problems with responses 1318
sending customer responses 1094
submitting HTML forms 272
E troubleshooting 1314
verifying 285
editing e-mail rules
Web-on-hold URL groups 1162 activating 1122
e-mail addresses deleting 1123
barred 1095 making inactive 1122
e-mail alias See rules
definition 202 e-mail servers
e-mail attachment files 1088 checking mailboxes 215
e-mail attachment folders configuring 210, 488
choosing location 88 configuring external Web 213
configuring sharing 87 configuring inbound 211
default location 1088 configuring mailboxes 124
monitoring disk space 1207 configuring outbound 212
e-mail attachments enabling SMTP authentication 1285
backing up folders 1208 managing e-mail messages 1207
e-mail contacts multiple 216
assigning route points to 1082 scan interval 1088
configuring overview 200 e-mail settings
e-mail mailboxes configuring 1090
reviewing migrated 503 emergency
E-mail Manager server failure 978
asian characters 1315 emergency key inactive 1323

Index Standard 7.23
enabling
Open Queue 127
G
remote desktop connection 67 Geographic Redundancy 872, 974
SMTP authentication 1285 getting started in administration 224
SSL for E-mail Manager 1281
encoding outgoing e-mail 1096
changing the encoding 1099
error types 1249
H
errors hardware
contact routing 1325 requirements 52
type descriptions 1249 troubleshooting 1333
event codes hotdesking 859
multimedia 1343 about 232
operating system 1342 configuring popup windows 233, 1187
suspicious activity 1266 HTML forms
events submitting as e-mail messages 272
Multimedia 1343
operating system 1342
suspicious activity 1266 I
experience required 40
external Web server idle time for outbound contacts 1078
configuring 250, 617 IIS and MIME types 104
installing 245 immediate backups 1214
prerequisites 243 immediate callback
requirements 243 requesting 270
verifying installation 280 importing
external Web site Contact Center users to CCT 171
port requirements 1279 resources 171
sample scripts in Contact Center Manager
Administration 148
TAPI terminals and addresses 175
F workstations 183
failure of server 978 inactive keys 1323
features 1370 inactive rules 1122
files inbound attachment folders
tab-delimited 1233 copying 395
upgrading license 527 inbound attachments
filtering log files 1249 configuring access 100, 348, 718, 940
firewall information 1263 configuring shared folder 88
first-level trace information 1249 inbound e-mail
focus on CCAD 1188 configuring server 211
formula for calculating e-mail attachment scan interval 1088
size 1337 inbound e-mail settings 1090
incoming e-mail attachments 88
incorrect agents for contacts 1325
information in log files 1250
inputs for rules 1107

March 2008 Index
inserting adding logical expressions 1111

keyword groups 1109 creating 1109
installation default 221
verifying external Web server 280 selecting for system delivery failure
installing 689 rule 222, 500
.NET Framework 116 using in a rule 1109
access rights 25 using wildcard characters 1111
CCMM_Security_Policy.msi 117 knowledge required 40
external Web server 243, 245
migrated server 689
Multimedia software 50
Multimedia software requirements 49
L
new server 71, 79 languages
new server prerequisites 70 Asian 1291
pcAnywhere 55 asian in e-mail messages 1315
problems with 1291 license files
service updates 79 upgrading 527
standby server 910 License Manager
standby server prerequisites 910 adding licenses 1307
standby server software changing name of host server 1303
prerequisites 872 interpreting license codes 1370
Sybase ODBC driver 383 problems with 1301
Windows Server 2003 Security Configuration reviewing 1306
Wizard 1273 verifying log files 1307
installing standby server 872 viewing registry 1302
intended audience 25 License Manager service
Internet Explorer stopping 1194
troubleshooting 1327 verifying 226
IUSR_SWC account licensing 30
resetting to reflect a new computer adding features 1307
name 1463, 1494 Corporate 1304
determining 1370
displaying current contact types 206
J Nodal 1304
outbound 30
Japanese Operating Systems 1291 Redundancy server 30
JAVA compiler verification 1301
disabling 381 life cycle
journal files 966, 1061 e-mail message 1377
creating 966 outbound contact 1375
selecting 966 Web text chat session 1379
standby server 890 locale 1291
location of log files 1249
location of service updates 53
K locations
choosing different backup 1209
keyword groups

Index Standard 7.23
configuring tape drives 1022, 1212 comparing to e-mail server 215

creating mapped drive 1020, 1210 configuring 1092, 1152
for backups 1208 configuring rules for multiple 1124
of e-mail attachments 1088 creating a rule for 1104
log files maintaining the multimedia server 1207
backing up 1210 major errors
backup.txt 1213 log files
backupsched.txt 1219 defining major errors 1249
checking 1307 managing e-mail messages
configuration utility on client 1254 about 26
default size 1250 mapped drives
defining critical errors 1249 creating backup locations 1020, 1210
directory 1249 mapping resources
filtering 1249 terminals to workstations 187
first-level trace information 1249 users to addresses 191
trace information 1250 users to contact center users 195
verbosity 1249 users to terminals 193
logging memory
text chats 1168 allocating for e-mail messages 1336
logging off Memory Management utility 1336
customers 261 message text 1315
logging off Multimedia Administrator 205 Microsoft Internet Explorer
logging on 237 troubleshooting 1327
Contact Center Agent Desktop 237, 517, 864 Microsoft remote desktop connection
Contact Center Manager Administrator 132 enabling 67
Contact Center Multimedia using 54
Administrator 1075, 1081 Microsoft updates 1264
customers 259 migrated Multimedia server 689
Multimedia Administrator 204 migrating server
OCMT problems 1324 installing 689
problems in mailbox 1313 migration utility
problems with Agent Desktop 1319 description 28
unable 1322 MIME types
logical expressions in keywords 1111 configuring 104
monitoring
attachment folder disk space 1207
M database disk space 1207
moving database from SWCP 4.0 to CCMM
mail servers 6.0 392
multiple 216 multimedia
mailbox adding skillsets 138
configuring 215, 1084 component overview 26
configuring for Web communications 247 configuring contacts 206
E-mail Manager 1313 event codes 1343
scan interval 1088 licensing 30
mailboxes script samples 146, 424

March 2008 Index
verifying database installation 107, 355, 725 OCMT

verifying Web services 109 See Outbound Campaign Management Tool
Multimedia Administrator ODBC 1312
closing 205 creating DSN 387
logging on 204 port requirements 1280
Multimedia client service testing connection 1300
stopping 1194 office hours 1118
Multimedia database Open Queue
about 26 enabling 127
backing up 1208 feature description 36
troubleshooting 1311 opening
Multimedia server log configuration utility on client 1254
adding to Contact Center Manager Multimedia Administrator for the first
Administration 150 time 205
events 1343 operating system
implementing reporting functionality 151 backing up 1210
multiple mail servers 216 event codes 1342
requirements 35
Operating Systems, configuring locales 1291
N Operations and Administration Maintenance
service 200
NET Framework optional requirements on clients 113
installation prerequisites 115 outbound attachment folders
installing 116 configuring shared 94, 342, 539, 712
verifying current version 115 copying 395
network outbound attachments
mapping drives for backup folders 1020, 1210 configuring access 103, 351, 721, 943
network connectivity 1296 Outbound Campaign Management Tool
network domains configuring access 238
applying security templates 1271 port requirements 1279
new features prequisites 237
Agent Desktop 35 problems logging on 1324
Outbound Campaign Management Tool 34 starting 239
new Multimedia server outbound campaigns
installing 71 archiving 1237
installing service updates 79 outbound contacts
new server assigning route points to skillsets 1076
checking prerequisites 70 configuring overview 200
no agent 1322 idle time 1078
Nodal licensing 1304 licensing 30
Nortel Web site 53 life cycle of 1375
outbound e-mail server
configuring 212
O Outbound Scheduler service 1078
stopping 1194
OAM service outgoing e-mail
stopping 1194

Index Standard 7.23
corrupt 1315 planned upgrades

encoding 1096 what to do 996
outgoing e-mail attachments 88 popup windows in Citrix
outgoing mailbox environments 233, 1187
configuring 1092, 1152 port requirements 1279
CCMA 1280
Contact Center Agent Desktop 1279
P E-mail Manager 1279
external Web site 1279
page push lists OCMT 1279
creating for a skillset 1157 ODBC 1280
page push URLs prerequisites
adding 1157 .NET Framework 115
partner information center 53 external Web server installation 243
passwords installing new server 70
Cache database 967 installing standby server 910
CCMMOPSUSR 84 installing standby server software 872
default for Multimedia Administrator 204 starting Outbound Campaign Management
guidelines for 1265 Tool 237
ODBC connections 1300 upgrading license 523
resetting agent 1178, 1320 upgrading SWCP 4.0 to CCMM 6.0 293
sending a reminder 273 printing rules 1121
when to change 1265 priority
Patch Viewer configuring for rules 1118
closing 1203 for default delivery failure rules 222
list of service updates 1203 for default rules 219
starting 1202 problems
viewing readme files 1202 in installation 1291
pcAnywhere properties
changing Windows access rights 57 Web customer interface 278
configuring 57 pushing Web pages 277
configuring accounts 58
installing 55
installing when migrating to new
hardware 673
R
starting for first time 57 readme files for service updates 1202
starting for first time (after migration) 675 real-time displays
using 54 changes for this release 37
phonesets recipient mailboxes
acquiring in CCMA 136 comparing to e-mail server 215
adding to CCMA 135 creating 215, 1084
adding to Contact Center Manager creating a rule 1104
Administration 135 definition 202
requirements for agent 122 managing 1207
verifying 160 redundancy server
pinging License Manager server 1303 configuring user types 1045

March 2008 Index
licensing 30 reviewing
refreshing installed updates 1203 customer contact history 264
registering License Manager 1306
customers 258 migrated e-mail mailboxes 503
related documents rolling back
about 41 security policy 1278
addenda 53 route points
remote desktop connections acquiring in CCMA 145
enabling 67 adding in CCMA 144
using 54 configuring for contact types 207
reporting creating in CCMA 200
associating the server 151 definition 202
changes from previous releases 37 rules
configuring Multimedia server 150 about 1101
requesting activating 1122
a scheduled callback 269 adding auto-responses 1136
a text chat 266 archiving 1238
an immediate callback 270 closing contacts 222
requirements configuring for multiple mailboxes 1124
clients 31, 112 configuring office hours 1118
configure mailboxes on e-mail server 124 configuring output actions 1134
configuring agent phonesets 122 configuring priority 1118
hardware and software documentation 52 configuring skillsets for 1117
installer experience 40 configuring system delivery failure 222
installing Multimedia software 49 creating a rule for a single mailbox 1104
server operating system 35 deleting 1123
servers 31 determining the status of 1103
time to install Multimedia software 50 inactive 1122
time to upgrade server 294 inputs 1107
resetting printing summary 1121
agent passwords 1178, 1320 selecting keyword groups 1109
resources selecting skillsets 1117
adding, importing 449, 797 sequence 1102
importing 171 type of contact 1118
mapping terminals to workstations 187 using auto-responses in 1118
mapping users to addresses 191 using sender groups 1112
mapping users to contact center users 195 viewing sequence and status 223
mapping users to terminals 193 running
responses scheduled backups 1223
configuring 1094, 1154 Security Configuration Wizard 1274
problems with 1318
restoring
original server configuration 1012
recovering a 1246
S
restoring the database 1227 sample customer interface Web site
retrieving information from CCMS 200 configuring properties for 278

Index Standard 7.23
sample Web customer interface selecting auto-response settings for default

accessing 258 rule 219
configuring server 1148 sender groups
saving attachments 1200 creating 1112
scan interval for inbound e-mail 1088 inserting 1112
scheduled backups using wildcard characters 1114
creating 1220 sending
deleting 1224 password reminders 273
running 1223 sending customer responses 1094
scheduled callbacks sequence
requesting 269 viewing rule 223
scheduler for Windows Server 2003 1220 sequence of rules 1102
scheduling outbound contacts 1078 server 213
scripts changing name of License Manager 1303
configuring multimedia 146, 424 configuring Web communications 1148
importing 148 maintaining 1207
security verifying user names 1313
40593 1266 server applications
antivirus software 1263 Multimedia Administrator 28
auditing 1266 server configuration in Geographic
deploying CCMM_Security_Policy.msi 117 Redundancy 1012
firewall notes 1263 server failure
frequency of password changes 1265 what to do 978
installing CCMM_Security_Policy.msi 117 server information for upgrades 292
password guidelines 1265 server interaction 31
running Windows Wizard 1274 Communication Control Toolkit 31
SMTP Authentication 1285 Contact Center Manager Administration 31
SSL for e-mail 1281 Contact Center Manager Server 31
suspicious activity 1266 server requirements
verifying current version 118 installing external Web server 243
Windows Server 2003 templates 1267 upgrading 292
Windows users 123 servers
Security Configuration Wizard changing names of 1291
applying security policy 1274 changing passwords 1265
installing 1273 configuring Web 213
port requirements 1279 pinging License Manager 1303
rolling back security policy 1278 pinging License Manager server 1303
security policy refreshing 133
verifying 118 service updates 53
selecting installing 79
events for traps 1257 readme files 1202
journal files 966 refreshing list 1203
journal files in standby server 966, 1061 services
keyword groups for system delivery failure configuring E-mail Manager 226
rule 222, 500 Outbound Scheduler 1078
skillsets for rules 1117 starting E-mail Manager 227

March 2008 Index
stopping 1194 adding to CCMA 952

verifying CCMM License Manager checking prerequisites 910
started 226 installing Multimedia software 910
verifying started 1301 installing remote support tools 893
session timeout 274 journal files 890
setting restoring database 954
active contact timer 1183 selecting journal files 966, 1061
callback timer 1184 time to install 873
settings verifying database installation 949
default delivery failure keyword group 221 starting
default system delivery failure rule 221 Archive utility 1236
default system rule 218 Contact Center Agent Desktop 236
e-mail body text search 1089 Contact Center Manager Administration 132
shared folders E-mail Manager service 227
about 87 Multimedia Administrator 204
configuring inbound attachment 88 Outbound Campaign Management Tool 239
configuring outbound Patch Viewer 1202
attachment 94, 342, 539, 712 pcAnywhere 57
size problems with Internet Explorer 1327
e-mail attachments 1337 status
skillsets viewing rule 223
adding to CCMA 138 stopping
archiving 1239 services when uninstalling 1194
assigning route points 1076, 1082 submitting
assigning route points to e-mail skillsets 1082 HTML forms as e-mail messages 272
configuring for contact types 207 summary of rules 1121
creating autophrases 1155 supervisor key inactive 1323
creating in CCMA 200 supervisors
definition 202 creating in CCMA 141
deleting 417 support
SMTP remote access tools 54
configuring for Web communications 247 suspicious activity 1266
verifying authentication 1286 SWCP
SMTP authentication See Symposium Web Center Portal
E-mail Manager 1285 SWCP Web communications
SNMP upgrading 293
configuring service 1255 switch data
converting event to trap translator 1257 downloading information from CS 1000/
software M1 154
requirements for CCMM 52 switching servers
uninstalling 1195 failure 978
sounds 1190 planned 996
specifying file attachment size 1185 restoring original configuration 1012
standby server Sybase ODBC
about 872 installing driver 383
active server information 892 Symposium Web Center Portal

Index Standard 7.23
testing ODBC connection 1300 third-party software

upgrading database 292 pcAnywhere 54
synchronizing time required 50
computer name 1385, 1422 backing up multimedia database 1209
system default rule installing on a new server 50
configuring 218 standby server installation 873
default settings 218 upgrading server 294
system delivery failure rule timers
configuring 222 active contact 1183
default settings 221 callback 1184
idle outbound contacts 1078
keep text chats alive 1166
T refresh time for text chats 1166
trace information 1249
tab-delimited text files 1233 trace information in log files 1250
tape drives traditional Chinese Operating Systems 1291
creating backup locations 1022, 1212 transfer
TAPI inactive 1323
verifying phonesets 160 troubleshooting
telephone toolbar administration problems 1312
troubleshooting 1322 archiving files 1328
telephones automatic e-mail responses 1318
multiple agents logged on 1322 CCMS log on 1322
telephony installation CMF 1295
about 48 contact routing 1325
telephony toolbar database 1311
inactive keys 1323 E-mail Manager 1313
telnet 1313 event codes 1342
terminals hardware diagnostics 1333
importing from TAPI 175 installation 1291
testing Internet Explorer 1327
connection to ODBC 1300 License Manager 1301
text chat logging on to Agent Desktop 1322
about 276 Microsoft Internet Explorer 1327
automatic text 1167 network configuration 1295
configuring the timers 1165 Outbound Campaign Management Tool 1324
Customer Label 1168 telephony toolbar in CCAD 1322
e-mail log 1168
e-mailing to customer 1168
Initial Message 1167
lifecycle of 1379
U
logs 1168 unassigning agents from skillsets 415
requesting 266 uninstalling
verifying 282 Contact Center Multimedia/Outbound
text chats software 1195
refresh timer 1166 updates 1203

March 2008 Index
customer documentation 53 migrating database 392

Microsoft 1264 modifying the system delivery failure
updating rule 498, 624
customer details 262 prerequisites 293
customer logon credentials 263 refreshing a server in CCMS 407
upgrades removing skillset to agent assignments 415
server information 292 restoring environment variables 389
upgrading reviewing migrated mailboxes 503
acquiring phonesets 410 run E-mail Manager service 504, 629
acquiring route points 422 server requirements 292
add multimedia server for reporting 428 starting Contact Center Agent
adding a phoneset 409 Desktop 516, 650
adding agents 420 starting the Outbound Campaign
adding supervisors 419 Management Tool 519
checking requirements on clients 360 SWCP 4.0 database information 292
checking rules 503 SWCP Web communications 293
configure the e-mail server 373 updating the system default rule 495, 621
configuring CCT server 403 verifying .NET Framework version 363
configuring Contact Management verifying the Multimedia database
Framework 441 installation 357
configuring e-mail servers 488 viewing sequence of rules 501, 627
configuring phonesets on the switch 370 upgrading license
configuring recipient mailboxes 493, 619 prerequisites 523
configuring shared locations for e-mail upgrading server 996
attachments 335 user types
configuring skillsets 485 configuring on redundancy server 1045
confirming security policy on clients 366 userID
copying attachment folders 395 Cache database 967
creating a Windows user for agent 372 using
creating ODBC DSN 387 autophrases 1155
creating route points 422 auto-responses 1118
creating skillsets 412 CCMA 200
deleting a skillset 417 logical expressions in keywords 1111
disabling JAVA JIT compiler 381 page push URLs 1157
enabling Open Queue 400 pcAnywhere 54
importing agent phonesets to the TAPI remote desktop connection 54
database 432 text chat 276
importing contact center users to CCT 449 Web-on-hold 275
importing terminals and addresses from TAPI Web-on-hold groups 1160
to CCT 453 utilities
installing .NET Framework 363 archiving 1236
installing the Sybase ODBC driver 383 backup 1208
license files 527 client log files 1254
logging on to CCMS 406 E-mail Manager Memory Management 1336
logging on to Multimedia Administrator 482 Migration 28
mapping terminals to workstations 465 remote support access 54

Index Standard 7.23
V configuring response addresses 1154

configuring SMTP server 247
verbosity customer notifications 1168
default log level 1249 keep text chat sessions alive 1166
in log files 1249 life cycle of 1379
verifying refresh time for text chats 1166
.NET Framework version 115 text chat logs 1168
agent phonesets in TAPI 160 upgrading from SWCP 4.0 293
callback 283 using page push URLs 1157
client requirements 112 Web-on-hold groups 1160
Contact Center Multimedia database 109 Web customer interface
contents of License Manager registry 1302 accessing 258
database installation on standby server 949 configuring production server 1148
e-mail 285 configuring properties for 278
installation of external Web server 280 displaying session timeout 274
License Manager service 226 logging off customers 261
licensing 1301 logging on customers 259
licensing type 1304 registering new customers 258
multimedia database requesting a scheduled callback 269
installation 107, 355, 725 requesting a text chat 266
Multimedia services started 1301 requesting an immediate callback 270
Multimedia Starter service 226 reviewing a customer’s history 264
request text chat 282 sending a password reminder 273
rules for routing e-mail 223 submitting HTML forms as e-mail
security policy 118 messages 272
SMTP authentication 1286 updating customer details 262
user names on the server 1313 updating customer logon credentials 263
Web services 109 Web pages
viewing pushing 277
readme files for service updates 1202 Web server
rules 223 configuring 617
visual alerts 1188 configuring development 250
installing 245
prequisites 243
W requirements 243
Web services
Web communications verifying installation 109
administration 1165 Web site 53
assigning route points to skillsets 1150 creating customer 280
automatic text 1167 using text chat 276
autophrases 1155 Web-on-hold
changing the URL sequence in Web-on- using 275
hold 1163 Web-on-hold groups
closed reasons 1172 changing the URL sequence 1163
configuring mailbox 247 configuring 1160
configuring outgoing mailboxes 1152 creating 1160

March 2008 Index
editing 1162
what’s new
Administrator application 36
Agent Desktop 35
database 36
Open Queue 36
Outbound Campaign Management Tool 34
wildcard characters
keyword groups 1111
sender groups 1114
Windows access rights
pcAnywhere 57
Windows Server 2003
applying security policy 1274
configuring backup scheduler 1220
configuring event to trap translator 1257
events 1342
installing Security Configuration
Wizard 1273
language pack installation 1315
port requirements 1279
rolling back security policy 1278
running security wizard 1274
security templates 1267
SNMP service 1255
Windows users
creating agent accounts 123
mapping to addresses 191
mapping to contact center users 195
mapping to terminals 193
security 123
workstations
importing 183

Index Standard 7.23

Reader Response Form
Nortel Contact Center Multimedia and Outbound Product
release 6.0
297-2183-929
Tell us about yourself:

Name:
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If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
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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 Networks, Mervue Business
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Nortel Contact Center Multimedia and Outbound
Nortel
Mervue Business Park
Galway, Ireland
Copyright © 2006–2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 PBX and Contact
Center Multimedia/Outbound 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.
Publication number: 297-2183-929

Product release: 6.0
Document release: Standard 7.23
Date: March 2008
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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297-2183-929

Nortel Contact Center Multimedia and

Product release 6.0 Standard 7.23 March 2008

Publication number: 297-2183-929

Copyright © 2006–2008 Nortel Networks. All Rights Reserved.

Part 1 Installing the Contact Center Multimedia/

2 Installing the Multimedia/Outbound server 47

Installation and Maintenance Guide v

Step 13. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 117

3 Installing and configuring the external Web server 241

vi Contact Center Multimedia/Outbound

Install the Web server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

4 Using the Web communications customer interface 255

Part 2 Upgrading and Migrating Contact Center

5 Upgrading from SWCP Release 4.0 291

Installation and Maintenance Guide vii

Step 17. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373

viii Contact Center Multimedia/Outbound

Step 50. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516

6 Upgrading licenses in your current installation 521

Installation and Maintenance Guide ix

Section H: Agent configuration 645

7 Migrating Contact Center 6.0 to a new server 655

x Contact Center Multimedia/Outbound

Step 24. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 765

Part 3 Configuring the CCMM Standby server 869

8 Installing the Standby server 871

Installation and Maintenance Guide xi

Step 9. Install the Standby server updates . . . . . . . . . . . . . . . . . . . . . . . . . . 919

9 Changing the Active server 973

xii Contact Center Multimedia/Outbound

Step 2. Stop and disable Multimedia services on Server B . . . . . . . . . . . . 1015

Part 4 Maintaining the Multimedia/Outbound server 1071

10 Configuring outbound settings and routing 1073

11 Configuring e-mail settings and routing 1079

Installation and Maintenance Guide xiii

Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139

12 Configuring Web communications settings 1145

13 Configuring the Contact Center Agent Desktop 1175

14 Uninstalling the software 1193

15 Using the Patch Viewer 1201

16 Maintaining the database 1205

xiv Contact Center Multimedia/Outbound

Create an immediate backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1213

17 Archiving and restoring data 1231

18 Alarms and events 1247

19 Managing security 1261

Installation and Maintenance Guide xv

Troubleshoot the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . . . 1319

21 Using serviceability tools 1335

Part 5 Appendixes 1339

A Event codes 1341

B Feature licensing 1369

C Contact life cycles 1373

D Change the names or IP addresses of servers 1381

xvi Contact Center Multimedia/Outbound

Change the Communication Control Toolkit server name . . . . . . . . . . . . . 1516

Installation and Maintenance Guide xvii

xviii Contact Center Multimedia/Outbound

Installation and Maintenance Guide 19

New in this release

Licensing updates for CCMM

20 Contact Center Multimedia/Outbound

import and review call data

create agent call scripts

monitor campaign progress

export campaign data

Contact Center Agent Desktop interface: This component is installed on

access historical e-mail to and from the customer

create responses to customer inquiries

provide a closed reason (if configured)

review call scripts (if configured)

select a disposition code

Multimedia Administrator: This component is installed on the Contact

security file CCMM_Security_Profile.msi