NCC Multimedia Tech Requirements and OS Config

297-2183-214
Nortel Contact Center Multimedia

Technical Requirements and Operating System Configuration
Guide
Product release 6.0 Standard 4.01 April 2007

Guide
Publication number: 297-2183-214

Product release: 6.0
Document release: Standard 4.01
Date: April 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Nortel Enterprise Solution and
Contact Center Multimedia 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.
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ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and
POSTSCRIPT are trademarks of Adobe Systems Incorporated.
APACHE is a trademark of Apache Micro Peripherals, Inc.
InterSystems Caché is a trademark of InterSystems Corporation.
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CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer
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WINZIP is a trademark of Nico Mak Computing, Inc.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
VISIBROKER is a trademark of Visigenic Software, Inc.
UNIX is a trademark of X/Open Company Limited.
Contents
1 Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . 11
Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2 Server components 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . 35
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3 Installing and configuring the operating system 39

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Configuring Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Installing the Windows Server 2003 language pack. . . . . . . . . . . . . . . . . . . . 54
Verifying Internet Information Services (IIS) . . . . . . . . . . . . . . . . . . . . . . . . 55
4 Installing additional hardware 57

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Connecting the server to the LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Connecting a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
5 Optional system components 63

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Technical Requirements and Operating System Configuration Guide v

Contents Standard 4.01
Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
6 Other configuration tasks 69

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Ensuring the computer name and DNS host name match . . . . . . . . . . . . . . . 71
Name resolution in the Contact Center environment . . . . . . . . . . . . . . . . . . . 75
Adding a server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
The next step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Index 79
vi Contact Center Multimedia

Chapter 1
Getting started
In this chapter
New in this release 8
Overview 9
About Contact Center Multimedia/Outbound 11
Network components 14
Skills you need 16
Related documents 17
How to get help 18
Technical Requirements and Operating System Configuration Guide 7

Getting started Standard 4.01
New in this release
The following section details what is new in the Nortel Contact Center
Multimedia Technical Requirements and Operating System Configuration Guide
(297-2183-214) for release 4.01.
“Features” on page 8
Features
See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information
This guide is a new guide intended to describe what must be done to a new
server before the Communication Control Toolkit server software is installed. It
contains the following sections from the Communication Control Toolkit
Installation and Maintenance Guide:
“About Contact Center Multimedia/Outbound” on page 11
“Server hardware requirements” on page 23
“Disk partitioning requirements” on page 29
“Server port usage” on page 33
“Installing Windows Server 2003” on page 41
“Configuring Windows Server 2003” on page 48
“Installing the Windows Server 2003 language pack” on page 54
“Connecting the server to the LAN” on page 59
8 Contact Center Multimedia

April 2007 Getting started
Overview
This guide describes the prerequisites required for installing the Nortel Contact
Center Multimedia/Outbound Server.
The Nortel Contact Center Multimedia Installation and Maintenance Guide

provides information and procedures to help you complete the following tasks:
understand the server hardware requirements for Nortel Contact Center
Multimedia Release 6.0
install and configure Windows 2003 Server
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
To install the software you must have basic computing skills, is familiar with
necessary safety procedures, and can access the hardware documentation
provided by the manufacturer available as a reference.
Access rights
You must log on to the server with Administrator privileges to install the server
software and run the server utilities.
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 Contact Center Multimedia 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: 2.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.
DVD Drive: Internal IDE 8X DVD-ROM

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

portfolio. Contact Center Multimedia/Outbound provides inbound and outbound
voice and e-mail features for the Contact Center.
Components
Contact Center Multimedia/Outbound consists of the following components:
Multimedia database: This component is installed on the Contact Center
Multimedia server and is an InterSystems Caché database that stores all
contact center activity. All incoming e-mail, web requests, and associated
responses are stored in a structured format within the database. Information
about outbound campaigns is also stored in this database.
Outbound Campaign Management Tool: This component is installed on
the Contact Center Multimedia server and accessed using the Contact
Center Manager Administration application. 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. 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
E-mail Manager: This component is installed on the Contact Center

Multimedia server. The E-mail Manager connects to the e-mail server at
regular intervals. During each connection, the E-mail Manager accesses all
configured mailboxes, reads the message, routes the message according to
the rules, and then stores the e-mail information 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.
The Contact Center Manager Administration report tool provides
information on agent and skillset states in real-time displays and historical
reports.
Contact Center Agent Desktop interface: This component is installed on
the Contact Center Multimedia server. Agents use Internet Explorer to
connect to the Multimedia server to retrieve the Agent Desktop interface.
The Communication Control Toolkit pushes e-mail, web requests,
outbound contacts, and voice calls to the Agent Desktop interface. The
Agent Desktop interface uses web services to retrieve e-mail 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)
When an outbound campaign is running, contacts are presented to agents

through the Contact Center Agent Desktop interface, where the agents can:
preview contact information
review call scripts (if configured)
save scripts
select a disposition code
Multimedia Administrator: This component is installed on the Contact

Center Multimedia 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.

April 2007
Call Server
ELAN Subnet Contact Center
Contact Center Outbound
Signaling Multimedia Server SMTP 25
Manger Server Campaign
Server
Auto-Ack/ Manager Tool
E-mail POP3 (110)
Auto- 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
Collaboration
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)
Technical Requirements and Operating System Configuration Guide

Internet
Firewall
Outbound with Contact Center Manager Server for Release 6.0.
The following diagram provides an overview of Contact Center Multimedia/
Getting started
13
Network components
This section outlines the network components of Contact Center Multimedia/

Outbound.
Server components
The Contact Center Multimedia/Outbound server resides on the Nortel CLAN
subnet and gathers information about agents, skillsets, and route points from
Contact Center Manager Administration. Administrators can configure the
Multimedia and Outbound settings based on the information. In turn, the
additional settings, such as the outbound scheduler or the e-mail rule settings are
called by Contact Center Manager Administration and used for routing contacts
to the correct agents.
Client machines
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 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 machine 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 onto the Contact
Center Multimedia server for execution.
Each client must have the following software installed:

Windows 2000 (service pack 4) or Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Microsoft .NET Framework version 1.1 software and .NET service pack 1
The latest CCMM_Security_Policy.msi file

April 2007
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
Contact Center portfolio
MCS Mgmt/ Nortel server subnet

Accnt Server (Managed Ethernet Switch – for
example, BPS 2000, Baystack 450,
DMZ
MCS Database and so on)
(Optional)
Contact Center Multimedia.
Server Nortel Media 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
Technical Requirements and Operating System Configuration Guide

The following diagram shows the components of the Contact Center required for
Getting started
15
Skills you need
This section describes the skills and knowledge you need to use this guide
effectively.
Required experience or knowledge

Before installing the Contact Center portfolio, you should have the following
experience or knowledge:
Client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server
2003 Standard Edition administration and configuration, including
experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting

Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel web site (www.nortel.com).
For information about See the 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 is 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)
Nortel Contact Center 6.0 Security

Guide
Nortel Contact Center Portfolio
Service Packs Compatibility and
Security Hotfixes Applicability List
Installation, upgrades, Nortel Contact Center Multimedia 297-2183-929

migration, and Installation and Maintenance Guide
maintenance

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.


Chapter 2
Server components
In this chapter
Overview 22
Server hardware requirements 23
Disk partitioning requirements 29
Website Integration 29
Server port usage 33
Optional servers 34
Domains and Windows Server 2003 security policies 35
Security 36

Server components Standard 4.01
Overview
This chapter provides a summary of the server’s configuration and software

components for both the Multimedia servers – the Primary server, and the
Redundancy server. The Primary and Redundancy servers have the same
requirements described in this chapter. The Redundancy server configuration is a
licensed feature.
This chapter includes descriptions of the following elements:

Server hardware requirements
Disk partitioning requirements
Website Integration
Server port usage
Optional servers
Domains and Windows Server 2003 security policies
Security

April 2007 Server components
Server hardware requirements
Contact Center Multimedia/Outbound server acts as the server platform for

outbound, e-mail, and web communications media types. This server is
deployed in addition to Contact Center Manager Server, Contact Center
Manager Administration, and Communication Control Toolkit requirements.
This server runs Microsoft Windows Server 2003 Software Standard edition or
Enterprise Edition. Other versions of Windows Server 2003 are not supported.
You must install the server as US English. You cannot install it as a different
language version and then change the locale to US English. Not adhering to this
direction can cause database inconsistencies.
ATTENTION
A detailed analysis of your contact center capacity
requirements should always be carried out using the Capacity
Tool before you decide on the exact specification of your
chosen server in terms of CPU speed, RAM size, disk space,
and so on.
The Capacity Tool (CapTool) is a software utility you
download from the Partner Information Center website
(www.nortel.com/pic).
The tool is in the following location:
Products > Technical Documentation > Contact Center
Manager Server > Tools.

The following table lists the hardware requirements for the Contact Center
Multimedia/Outbound server:
Hardware Supported Typical

item minimum configuration Additional information
Configuration For example, Lab Configuration 1:

Systems, Training < 200 multi-
facilities, and so on. media agents
< 1200
transactions per
hour
< 100 KB average
attachment size
Configuration 2:
< 600 multi-
media agents
< 2500
transactions per
hour,
< 100 KB average
attachment size


CPU Intel-based CPU - Configuration 1: Pentium IV, Intel Xeon

Xeon or Pentium IV, Intel-based CPU, (32- and 64-bit), and
2 GHz. Xeon 2.8 GHz Intel Xeon DP.
Configuration 2: Dual- and Quad-CPU
machines are supported
Intel-based CPU, with or without
Dual Xeon 2.8 GHz Hyperthreading enabled.
Pentium IV D: TBD
Non-supported
processors include:
Pentium III, Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
RAM 1 GB 2 GB To ensure adequate cache
can be provided for the
Database, a minimum of
2 GB of RAM is required
for the Portal Server in a
live traffic environment.


Hard disk 20 GB physical disk Recommend 40 Contact Center

space space GB logical disk Multimedia/Outbound
space (80 GB database is a fixed size
physical disk and requires 20 GB of
space with disk space for
RAID-1) installation. Space for
20 GB or greater operating system,
logical disk space software, and
for Operating attachment files is extra.
system, Contact RAID-1 is
Center recommended for all
Multimedia/ disks on the shared
Outbound SCSI bus to eliminate
application disk drives as a potential
software, and single source for
attachment hardware failures.
storage. Drives should be
20 GB or greater partitioned according to
logical disk space the requirements in this
for database. document.
Hard disk one physical drive Two separate Separate physical disks
drives physical drives: one provide reliable and easy
for the operating recovery in case of disk
system, Contact failure.
Center Multimedia/ A RAID-1 implementation
Outbound covers this requirement.
application, database
software, and
attachments, and the
second physical drive
for the database
partition.


Hard disk See “Disk partitioning requirements” on page 29 for this information.
partitioning
Hard disk type IDE, SCSI or SATA SCSI or SATA A SAN (Storage Area
Network) configuration is
not supported.
Hard disk 7200 RPM > 7200 RPM

speed
Floppy drive Not required Not required If installed, floppy drive
letter must be A.
DVD ROM one DVD-ROM one DVD-ROM Recommended drive

drive or access to a drive or access to a letter is E.
network based DVD network based DVD Minimum speed is 4x.
drive drive
Serial ports one serial port (for one serial port (for Additional serial port are
modem access) modem access) required if you wish to use
a serial UPS. If you
configure additional
hardware on your server,
such as COM ports 3 and 4,
ensure that the hardware is
configured correctly (for
instance, ensure that IRQs
do not conflict with existing
IRQs). Further
troubleshooting and
hardware diagnostics are
the responsibility of the
hardware vendor.
Parallel port Not required Not required


Network one Network one Network Nortel Server Subnet facing

interface Interface card Interface card Network Interface card
(Nortel Server (Nortel Server should be 100 Mb/s
Subnet) Subnet) Ethernet.
The Contact Center
Multimedia/Outbound
server MUST be on the
same Nortel Server Subnet
as the Contact Center
Manager Server.
Video card one video card and video card and 800 x 600 pixels minimum
monitor monitor resolution
Keyboard one keyboard keyboard

Mouse one mouse mouse
Modem 33.6 KB/s minimum 33.6 KB/s minimum

for remote technical for remote technical
support support
Backup/ Backup system for Backup system for For the tape drive option,
Restore database backup can database backup can the drive must be large
be either tape drive be either tape drive enough to hold all the
or networked share or networked share backup data for the
complete database on a
single backup tape.
Hardware compression
techniques can be used if
necessary
All hardware devices must be on the Microsoft Hardware Compatibility List for
Windows 2003 Server. For a complete list of compatible hardware devices, see
the Microsoft Web site (www.microsoft.com).

Disk partitioning requirements
The IDE/SCSI Hard drive must be partitioned for the Multimedia server as
follows:
Drive C contains the operating system software and must be greater than
12 GB. Nortel recommends that this drive be 16 GB.
Windows 2003 defaults swap spaces to 1.5 times system RAM. This requires a
12 GB or greater operating system partition for the required RAM configuration
of 2 GB for a live system.
Drive D contains the Multimedia server software and must be greater than
8 GB. Nortel recommends that this drive be 16 GB.
Drive F contains the Multimedia database and attachments, and must be
greater than 20 GB. Nortel recommends that this drive be 32 GB.
The partitions are not hard coded, but are chosen by a technician during
installation.
Website Integration
If you use the Web Communications Manager component of Contact Center
Multimedia, then your network requires a separate web server for server
communications and customer information.
The server must meet the requirements for Microsoft Windows, Red Hat Linux
9.0 or later, or Microsoft Windows 2003. Use the requirements outlined for
supporting Apache/Tomcat on Windows and Linux, or support for IIS/JRUN on
Windows 2003.
For Microsoft Windows and Red Hat Linux machines, you must have the latest
versions the following applications:
Java Developer Kit (j2sdk-1_4_1_06-linux-i586-rpm.bin or later) from
java.sun.com
Tomcat (jakarta-tomcat-4.1.29.tar.gz or later) from jakarta.apache.org
Apache2 (apache2-2.0.47-1.7.2.i386.rpm or later) from jakarta.apache.org

Mod_jk2 Connector (mod_jk2-ap20-2.0.1-1jpp.i386.rpm or later) from

jakarta.apache.org
For Microsoft Windows 2003, you must have the latest versions of the following
software:
IIS/
JRUN servlette engine

Server software requirements
The Contact Center Multimedia/Outbound server 6.0 requires the Microsoft

Windows Server 2003 Enterprise Edition or the Windows Server 2003 Standard
Edition operating system.
If your server has Windows NT or Windows 2000 installed, do not upgrade from
Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the
drive partitions and reformat the hard drives on the server. Then perform a new
installation of Windows Server 2003 Enterprise or Standard Edition on the
server. This eliminates the possibility of carrying over incorrect settings from the
previous installation.
ATTENTION
You must install the Contact Center Multimedia/Outbound
components on a US-English version of Windows Server
2003 Enterprise Edition or Windows Server 2003 Standard
Edition. If you install the server as a non-US English
Windows Server, and then change the locale to US-English,
you can encounter operational issues.
For the purpose of this guide, all references to Windows Server 2003 Enterprise
Edition apply to Windows Server 2003 Standard Edition, unless it is explicitly
stated otherwise.
For information about installing Windows Server 2003 Enterprise Edition or

Windows Server 2003 Standard Edition, see Chapter 3, “Installing and
configuring the operating system”.
Preinstallation check
Before the installation begins, a check is made 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
The software is installed automatically if it is not already installed.
A check is also performed on the Operating system to ensure that:

The Operating system is Windows Server 2003.
Microsoft Internet Information System (IIS) is installed.
If any of these checks fail, the installation is cancelled and you are notified of the
problem.
pcAnywhere
Nortel requires that pcAnywhere 11.5 be installed on the server to provide
Contact Center Multimedia/Outbound server support through a dial-in modem.
The pcAnywhere software is included on the Contact Center Release 6.0 DVD.

Server port usage
Contact Center Multimedia/Outbound port usage. The following table provides

the default listener ports that Contact Center Multimedia/Outbound uses:
Port Host Client Network interface Functionality
1972 CCMM CCMA Contact Center Port opened on

Server Server Multimedia Caché database for
database reporting
110 E-mail E-mail E-mail server POP3 Receiving e-mail

Server Manager
995 E-mail E-mail POP3 over SSL Receiving secure e-

Server Manager mail (optional)
25 E-mail E-mail SMTP Sending e-mail

Server Manager
80 CCMM Any web SOAP protocol Accessing http web

Server services services
client
(CCAD,
OCMT, and
3rd party
web
services)
443 CCMM CCAD SOAP over SSL Accessing encrypted

Server (https) web services
(optional)
29373 CCT Server CCAD CCT Remote access from

clients to CCT
server (for Agent
Desktop application)

Optional servers
This section describes optional servers that can be used with Contact Center
Multimedia/Outbound.
E-mail
If you use the E-mail Manager component of Contact Center Multimedia/
Outbound, then your network requires a POP3- and SMTP-compliant e-mail
server. The e-mail server must be configured with mailboxes that receive e-mail
messages routed by Contact Center.
Use the requirements specified by the e-mail server software vendor to configure
the POP3 and SMTP settings.
External Web server

If you use the Web Communications Manager component of Contact Center
Multimedia, then your network requires an external Web server. The external
Web server must have Apache Tomcat 5.5 Servlet engine with J2SE 5.0. For
more information and instructions for installing Apache Tomcat 5.5, see
www.apache.org.
Standby server
The Standby server is an optional licensed component that shadows the
Multimedia database.
The hardware, disk partitioning, software, and port usage requirements are the
same for the Standby server as for the Contact Center Multimedia/Outbound
server.

Domains and Windows Server 2003 security

policies
Nortel recommends that you add the Contact Center Multimedia/Outbound

server to your domain.
If the Contact Center Multimedia/Outbound server is a member of a domain, the

agent’s domain user name and password are used to authenticate access when
the agent uses the attachment share locations. If you choose to add the server to
an existing customer network domain, you can add the server to the domain
before or after you install Contact Center Multimedia.
If the Contact Center Multimedia/Outbound server is not part of a Windows

2000 or Windows 2003 domain, additional configuration is required. The
Contact Center Multimedia server can be added to a domain as a member server
and all agent network logon accounts can be added to the same domain. This
provides immediate access to the shared network drives that are set up on the
Multimedia server.
If the Contact Center Multimedia/Outbound server is not a member of a domain,

a local (windows) user name and password must be configured on the
Multimedia Server for every agent and the user name and password should be
provided to the agent from the Network Administrator.
If the Contact Center Multimedia/Outbound server is a member of a workgroup,

then every agent needs a local user name and password to allow authentication
to access the shared drives. Every agent must be granted access rights to the
shared folders on the drive.

Security
This section provides an overview of security on the Contact Center Multimedia/

Outbound Server.
Server Security
Server security is achieved through the following means:
Microsoft security updates are applied on a timely basis.
Administrative access to the database containing the CTI data store is
limited to specific administrative Windows user accounts.
All services providing a network interface (such as the CTI service
provider) are run using either the Windows Network Service account or
another privileged account. The Windows Network Service account is a
built-in account with a security context that provides the least privileges
required to run a typical network service.
All non-essential network services are disabled.
Network Security
Network security is handled differently depending on the interface in question,
as described in the following table:
Interface Network Security Mechanism
CTI API The secure TCP transport layer described in the .NET
Framework section provides network security for the CTI API
interface.
AML (M1) No specific network security mechanism is used. As it is a

proprietary protocol, its exposure is limited as it runs over the
ELAN subnet.
Symposium No specific network security mechanism is used. As it is a

Link (M1) proprietary protocol, its exposure is limited as it runs over the
ELAN subnet.

Interface Network Security Mechanism
Overhead, Provided by PC Anywhere over a virtual private network

Administration, (VPN).
and
Maintenance


Chapter 3
Installing and configuring the

operating system
In this chapter
Overview 40
Installing Windows Server 2003 41
Configuring Windows Server 2003 48
Installing the Windows Server 2003 language pack 54
Verifying Internet Information Services (IIS) 55

Installing and configuring the operating system Standard 4.01
Overview
Contact Center Multimedia must be installed on a server that is running a new

copy of Windows Server 2003 Enterprise Edition, or Windows Server 2003
Standard Edition. No other previous installations of Nortel software or third
party software should exist on the server before you begin installing Contact
Center Multimedia release 6.0.
This chapter describes the process to install, configure, and verify the correct
parameters for the Windows Server 2003 installation.

April 2007 Installing and configuring the operating system
Installing Windows Server 2003
You must install and configure Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition correctly to install Contact Center
Multimedia.
You should also ensure that you install the latest Windows Server 2003 service
pack that is validated with Contact Center Multimedia server. You can obtain
this information from the Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List at www.nortel.com.
If you have installed, configured, and verified Windows Server 2003 Enterprise
Edition or Windows Server 2003 Standard Edition, proceed to “Installing the
Windows Server 2003 language pack” on page 54.
Follow the steps in this section to complete the following tasks:

To perform a new installation of Windows Server 2003 Enterprise Edition
or Windows Server 2003 Standard Edition, proceed to “Performing a new
installation of Windows Server 2003” on page 42.
To configure an installation of Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition, proceed to “Configuring Windows
Server 2003” on page 48.
CAUTION
Risk of installation failure

.
If your server has a previous version of Windows Server installed,

do not upgrade to the Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition operating system. Instead,
you must install a new copy of Windows Server 2003 Enterprise
Edition or Windows Server 2003 Standard Edition. This eliminates
the possibility of carrying over incorrect settings from the previous
installation.
To verify your installation of Windows Server 2003 Enterprise Edition or

Windows Server 2003 Standard Edition, proceed to “Installing the
Windows Server 2003 language pack” on page 54.

Performing a new installation of Windows Server 2003

Use the following instructions to perform a new installation of Windows Server
2003 Enterprise Edition or Windows Server 2003 Standard Edition. If Windows
Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition is
already installed, go to “Configuring Windows Server 2003” on page 48 to
configure Windows Server 2003 Enterprise Edition or Windows Server 2003
Standard Edition properly to install the Multimedia server software.
Do not install or configure the optional components provided on the second CD

for Windows Server 2003 Release 2.0.
Install Windows Server 2003
Step Details ✔
1 Obtain the Either Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition. You also require
2003 Enterprise boot disks.
Edition or Other versions of the Windows Server 2003 Enterprise
Windows Server Edition or Windows Server 2003 Standard Edition
2003 Standard operating system software, such as Windows Server 2003
Edition CD- Web Edition or Windows Server 2003 Datacenter Server,
ROM. are not supported.
2 Start the Start the Windows Server 2003 Enterprise Edition or

Windows Server Windows Server 2003 Standard Edition according to the
2003 Enterprise instructions supplied with the operating system. When the
Edition or on screen instructions ask you to create partitions, create the
Windows Server following:
2003 Standard C Drive – 12 to 16 GB
Edition
installation. D Drive – 8 to 16 GB
F Drive – 20 to 32 GB
See the Contact Center – Manager Planning and
Engineering Guide to determine you exact data partition
requirements.

Step Details ✔
3 Complete the Use the following guidelines in this table to complete the
Windows Server Windows Server 2003 Enterprise Edition or Windows
2003 Enterprise Server 2003 Standard Edition Setup wizard.
Edition or
Windows Server
2003 Standard
Edition Setup
wizard.
Installing Setup detects and installs devices automatically.

Devices
window
Regional Complete this window as required for your site.

Settings Use US English only.
window
Personalize Complete this window as required for your site.

Your Software
window
Your Product Complete this window as required for your site.

Key window
Licensing Nortel recommends that you use the Per server licensing
Modes window mode, and that you have a minimum of five concurrent
connections. This is the default.
Computer Type the computer name and administrator password.

Name and The computer name must be 6–15 characters in length. First
Administrator character must be alphabetical. Letters, numbers and
Password hyphens are allowed. No underscores, or spaces are
window allowed. The name must be unique on the network.

Step Details ✔
Windows Do not make changes to additional components.
Server
Components
window
Date and Time Complete this window as required for your site. Ensure the
Settings correct time zone is set for the server.
window
Networking After the system installs the networking components and

Settings the status bar finishes scrolling, select Custom settings.
window You must ensure the networking drivers are configured on
your server.
Networking To complete the installation successfully, you must type an

Components IP address for each network interface card.
window On the General tab, click Advanced. Use the DNS and
(continued) WINS tabs to type information about DNS and WINS.
Workgroup or Select This computer is on a network, either in a workgroup
Computer or a domain. Perform one of the following tasks:
Domain Type the workgroup name.
window
Type the domain name.

Step Details ✔
4 Log on to Once the Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition Setup wizard
2003 Enterprise completes the installation of the operating system, you must
Edition or configure the operating system before installing the Contact
Windows Server Center Multimedia server. Remove the boot disk or CD-
2003 Standard ROM.
Edition. When logging on to Windows Server 2003 Enterprise
Edition or Windows Server 2003 Standard Edition for the
first time, the Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition Configure Your
Server wizard appears. This wizard is not necessary for the
Contact Center Multimedia server functionality. Click
Cancel to end the wizard.
TIP:
1 Select I will configure this server later.
2 Click Next.
3 Uncheck Show this screen on startup.
4 Close the window to save your changes.

Step Details ✔
5 Install the IIS You must install Internet Information Services (IIS) and
service. configure the IIS ASP.NET and Active Server Pages (ASP).
1 From the Start menu, select Control Panel > Add/
Remove Programs.
2 Click Add/Remove Windows Components.
3 Check the box next to Application Server, click
Application Server, and then click Details.
4 Check the box next to ASP.NET.
5 Check the box next to Internet Information Services
(IIS).
6 Click Internet Information Services (IIS) and then
click Details.
7 Check the box next to World Wide Web Service, select
World Wide Web Service and then click Details.
8 Click OK to close the World Wide Web Service
window.
9 Click OK to close the Internet Information Services
window.
10 Click OK to close the Application Server window.
11 Click Next in the Windows Components Wizard.
12 If required, insert the Microsoft Windows Server 2003
CD-ROM into the drive, and then click OK.
13 Click Finish.
14 Close the Add/Remove programs window.

Step Details ✔
6 Check the Verify that the virtual memory on the server is RAM size
virtual memory times 1.5. Set both the initial and maximum size to this
settings. value. If the virtual memory is smaller, increase it to this
amount. Ensure the paging file is on drive C.
TIP:
1 From the Start menu, choose Control Panel.
2 Double-click System.
3 On the General tab, take note of the server RAM size.
4 Click the Advanced tab, and then in the Performance
box, click Settings to view and make changes to the
virtual memory settings.
5 Restart the server if prompted.
The maximum paging file size per volume is 4096 MB. If
you require more space, you can distribute your paging files
across several volumes. Alternatively, you can create
paging files in separate folders on the same volume. For
more information, see Article number Q237740 in the
Microsoft Knowledge Base.
7 Install If your server requires additional drivers for your hardware

additional configuration, install them.
drivers.
8 Install the Install the latest Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition service pack that is
2003 Enterprise validated with the Contact Center Multimedia server. You
Edition or can obtain this information from the Service Packs and
Windows Server Security Hotfixes Compatibility List available on the
2003 Standard Partner Information Center web site (www.nortel.com).
Edition service
pack.

Configuring Windows Server 2003
Follow the next checklist to configure an existing installation of Windows Server

2003 Enterprise Edition or Windows Server 2003 Standard Edition:
Configuring Windows Server 2003 (if already installed)
Step Details ✔
1 Change the To ensure server security, change the default Administrator
administrator password for Windows as soon as possible to prevent
password. computer viruses.
TIP:
Press Ctrl+Alt+Delete, and then click Change Password.
2 Check the Nortel recommends that you use the Per server licensing
licensing mode. mode, and that you have a minimum of five concurrent
connections. This is the default setting.
TIP:
2 Double-click Licensing to view and change the
licensing mode.

Step Details ✔
3 Format the drive To format a disk partition:
partitions. 1 Open My Computer, and then click the disk you want
to format.
2 On the File menu, point to the name of the drive, and
then click Format.
3 Specify the following options:
• Capacity
• File system
• Allocation unit size
• Volume label
• Quick Format
• Enable Compression (NTFS only)
• Create an MS-DOS startup disk
4 Click Start.
FORMATTING A DISK ERASES ALL INFORMATION ON

THAT DISK.

Step Details ✔
4 Change drive Change your drive letters if required. If you server uses the
letters if drive letters C, D, or F for other purposes, such as a DVD-
required. ROM drive, you must rename the drives so that your
partitions are using the drive letters C, D, and F.
To change a drive letter:
1 Click Start > Settings > Control Panel >
Administrative tools > Computer Management.
2 In the console tree, click Computer Management
(Local) > Storage > Disk Management.
3 Right-click a partition, logical drive, or volume, and then
click Change Drive Letter and Paths.
4 Do one of the following:
• To assign a drive letter, click Add, select the drive letter
you want to use, and then click OK.
• To modify a drive letter, select the drive letter, click
Change, select the drive letter you want to use, and
then click OK.
• To remove a drive letter, select the drive letter, and then
click Remove.
You must be logged on as an administrator or a member of
the Administrators group in order to complete this
procedure. If your computer is connected to a network,
network policy settings might also prevent you from
completing this procedure.
A server can use up to 26 drive letters. Drive letters A and B
are reserved for floppy disk drives, but you can assign these
letters to removable drives if the computer does not have a
floppy disk drive. Drive letters C through Z are assigned to
hard disk drives in the computer, while mapped network
drives are assigned drive letters in reverse order (Z through
B).
You cannot change the drive letter of the system volume or
boot volume.

Step Details ✔
Change drive An error message may appear when you attempt to assign a
letters if required. letter to a volume, CD-ROM drive, or other removable
(continued) media device, possibly because it is in use by a program in
the system. If this happens, close the program accessing the
volume or drive, and then click the Change Drive Letter and
Paths command again.
5 Verify that the Ensure that Internet Information Services (IIS) is installed
IIS service is and the IIS ASP.NET and Active Server Pages (ASP) are
installed. configured. If it is not done, do so now.
1 From the Start menu, select Control Panel > Add/
Remove Programs.
2 Click Add/Remove Windows Components.
3 Check the box next to Application Server, click
Application Server, and then click Details.
4 Check the box next to ASP.NET.
5 Check the box next to Internet Information Services
(IIS).
6 Click Internet Information Services (IIS) and then
click Details.
7 Check the box next to World Wide Web Service, select
World Wide Web Service and then click Details.
8 Check the box next to Active Server Pages, and then
click OK.
9 Click OK to close the World Wide Web Service
window.
10 Click OK to close the Internet Information Services
window.
11 Click OK to close the Application Server window.
12 Click Next in the Add/Remove Programs window.
13 If required, insert the Windows Server 2003 CD-ROM
into the drive, and then click OK.
14 Click Finish.

Step Details ✔
6 Set the date and Set the server date and time to help with analysis of system
time. events that occur in the event logs during installation.
TIP:
2 Double-click Date/Time to view and change these
settings.
7 Set the time Ensure the correct time zone is set for the server.
zone for the
server.
8 Check the Ensure that the computer name for your server is entered
computer name. correctly. The name must be 6–15 characters in length. First
character must be alphabetical. Letters, numbers and
hyphens are allowed. No underscores, or spaces are
allowed. Name must be unique on the network.
TIP:
2 Double-click System, and then click the Network
Identification tab.
3 To make changes, click Properties.
9 Check the Ensure that the workgroup name for your server is entered
workgroup correctly.
name. Your server must be part of a workgroup or a domain.
Your server is a stand-alone server with static IP
addresses.
TIP:
1 From the Start menu, choose Control Panel >
System.
2 Click the Computer Name tab.
3 To make changes, click Change.

Step Details ✔
10Install additional If your server requires additional drivers for your hardware
drivers. configuration, install them.
11Add or remove If you are configuring Windows Server 2003 Release 2, you
programs must ensure that the optional features are not installed:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based Applications (SUA)
Windows Share Point Services
If these components are installed, uninstall them before
beginning to install Communication Control Toolkit.

Installing the Windows Server 2003 language

pack
You must install the Windows Server 2003 Language Pack to read some e-mail
attachments. Use the following steps to install the Language Pack.
1 Click Start > Control Panel > Regional and Language Options.
2 Click the Languages tab.
3 Mark the following options:
Install files for complex script and right-to-left languages (including Thai)
Install files for East Asian languages
Tip: Ensure that you have enough drive space for each option and click
OK.
4 Click the Advanced tab.
5 Check 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.

Verifying Internet Information Services (IIS)
The Internet Information Services (IIS) version 6.0 must be installed and the
Active Server Pages (ASP) must be configured to run the Contact Center
Multimedia client applications: the Contact Center Agent Desktop, and the
Outbound Campaign Management Tool.
If the Internet Information Services is not installed, or the Active Server Pages
(ASP) are not configured, you must install the IIS and configure the ASP. For
more information, see the Operating System Installation in “Installing Windows
Server 2003” on page 41.
Verifying IIS is installed

1 From the Start menu, click Control Panel > Administrative Tools >
Services.
2 Select IIS Admin Service.
If Internet Information Services (IIS) is installed, it is displayed in the list of
services. From this window, you can see the status of the service.


Chapter 4
Installing additional hardware
In this chapter
Overview 58
Connecting the server to the LAN 59
Connecting a modem 60

Installing additional hardware Standard 4.01
Overview
This section describes how to connect external and peripheral hardware

components to the server. Before you can connect these components, you must
install the server hardware according to the manufacturer’s instructions and
recommendations.

April 2007 Installing additional hardware
Connecting the server to the LAN
You must ensure that the Contact Center Multimedia/Outbound server is on the
LAN with the other Contact Center servers.
1 Locate the slot assigned to the network interface card for the server.
2 Plug on end of the ethernet cable into the Ethernet hub.
3 Connect the ethernet cable from the network interface card in the server.\
4 Plug in the power cord for the hub.

Connecting a modem
Either an external Serial Port or USB modem provides connectivity for technical
support personnel.
An external modem is connected to a serial port on the server.
A USB Modem is installed in the USB port on the server.
The modem must have a minimum capability of 33.6 kbits/sec. and be

compatible with the US Robotics Sportster 33.6 modem.
Installing a Serial Port Modem

1 Ensure that the AC cord of the modem is not plugged in.
2 Connect the large 25-pin male connector to the back of the modem.
Tighten the connector screws.
3 Connect the 9-pin female connector to COM1 at the rear of the server.
Tighten the connector screws.
4 Connect one end of the telephone cable to the modem RJ-11 jack labeled
LINE.
5 Connect the other end of the telephone cable to the RJ-11 jack in the wall.
6 Connect the power cord to the modem, and plug the other end into a wall
receptacle or power bar. Turn on the modem.
Installing a USB Modem

This section shows you how to install a USB modem (in this case, a US Robotics
56K Fax modem USB modem).
Read the installation instructions supplied by the modem manufacturer as the

instructions may be different from the following procedure.

April 2007 Installing additional hardware
1 Connect the USB modem to the Server USB port with the cable supplied.
2 Connect the USB modem to the analog phone line port.
Result: Windows should detect the new hardware and start the Found New
Hardware Wizard.
3 Insert the CD supplied with the modem into the CD-ROM drive.
4 Ignore the Auto-Run USB application software (language selection window)
for now.
5 Follow the Windows Found New Hardware Wizard to navigate to the USB
driver on the CD.
6 Install the modem driver and finish the Wizard.
7 Remove and re-insert the CD.
8 The Auto-Run USB application software on the CD runs again. Follow the
instructions to install the software tool that automatically configures the
modem.
Result: The modem should now be operational.


Chapter 5
Optional system components
In this chapter
Overview 64
Installing third-party applications 65

Optional system components Standard 4.01
Overview
This chapter describes the optional components and guidelines for installing
optional components on the Contact Center Multimedia/Outbound server.

April 2007 Optional system components
Installing third-party applications
Due to the mission-critical, real-time processing performed by Contact Center

applications you must not install any other application class software on the
server. You can install certain utility class software on the server, providing it
conforms to the guidelines listed in this section.
Application class software generally requires a certain amount of system

resources and must not be installed on any server running Contact Center
applications. The installation of third-party applications may cause Contact
Center applications to operate outside of the known engineering limits and can
create potential unknown system problems (for example, CPU contentions,
increased network traffic loading, disk access degradations, and so on).
Certain third-party utility class software applications, such as hardware

diagnostics or backup tools, generally require less system resources during the
normal operation of Contact Center applications and are permitted. Exceptions
are utilities such as screen savers, which can cause system problems and degrade
performance. Anti-virus software is classified as a utility and is subject to the
generic guidelines listed in the following section. Depending on the Contact
Center application type, there can also be additional anti-virus software
guidelines in this document.
Generic guidelines for utility-class software applications

The following are generic guidelines for utility-class software:
During run-time, the utility must not degrade the Contact Center
application beyond an average percentage of CPU use (refer to each
specific application section in this document for the recommended
maximum CPU usage level) Furthermore, the utility must not lower the
minimum amount of free hard disk space required by Contact Center
application and the Windows Operating system.
The utility must not cause any improper software shutdowns or out-of-
sequence shutdowns.
The utility must not administer the Contact Center application.

If the utility has its own database, it must not impact the Contact Center
application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper,
and so on) used to reclaim memory that is unused by Microsoft should not
be used.
The installation or uninstallation of the third-party software must not
impact or conflict with the Contact Center application (for example, it must
not cause DLL conflicts). If such conflicts are discovered, a rebuild of the
server may be necessary.
The implementation personnel must perform tests to ensure these
conditions and recommendations are met prior to putting the Contact
Center application into production. Nortel support personnel can ask for the
results of the testing during fault diagnosis. As part of the fault diagnosis
process, the distributor or end-user may be asked to remove third-party
software.
Additional guidelines for use of anti-virus software

Nortel acknowledges that user’s security policies may require the installation of
anti-virus software on the application server.
Nortel has selected a representative sample of anti-virus software packages and

has a policy of performing validation of these products to ensure that they can
co-reside with our server application products. The current suite of anti-virus
products Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust Anti-virus

April 2007 Optional system components
The following generic guidelines for the use of anti-virus software:

During service update installation on both the client and server, all anti-
virus functionality should be disabled (for example, firewalls, [passive]
scanning, auto updates, and so on), and should not start up automatically
until the entire Contact Center application installation procedure is
complete. Re-enable anti-virus functionality afterwards, as required.
Infected file quarantine policy on the server and client: Anti-virus software
can be configured to clean up the detected virus automatically and files
should be quarantined if infected files cannot be cleaned. Nortel should be
contacted to verify wether the quarantine file is part of our product files or
dependent system file. In the event of virus detection, the server should be
removed from the network immediately during virus eradication to prevent
further virus propagation.
Do not connect a Contact Center application platform directly to the
Internet to download virus definitions or updated files. Furthermore, Nortel
recommends that you do not use a Contact Center application client PC to
connect to the Internet. Instead, download virus definitions and updated
files to another location on the customer network and manually load them
from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application
service updates. This method limits access to the Internet, and thus reduces
the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks
prior to installation or uploading to the server. This practice minimizes any
exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an
additional load on a Contact Center application platform. It is the
implementation personnel's responsibility to run the performance monitor
tool on the server to gauge CPU utilization. If the anti-virus software scan
causes the platform average CPU utilization to exceed the recommended
percentage for longer than 20 minutes, then the anti-virus software must not
be loaded onto the Contact Center application platform.
Nortel does not provide support on the configuration of anti-virus software, but
will endeavour to offer guidance where possible. Questions or problems on anti-
virus software should be directed to the appropriate vendor.

If performance or functionality issues are raised to Nortel support personnel as

part of the fault diagnosis process, you may be asked to remove third-party
utility software or anti-virus software.

Chapter 6
Other configuration tasks
In this chapter
Overview 70
Ensuring the computer name and DNS host name match 71
Name resolution in the Contact Center environment 75
Adding a server to an existing domain 76

Other configuration tasks Standard 4.01
Overview
This chapter describes the Windows configuration steps that you can complete to
configure your new Windows 2003 server machine to fit in with the contact
center:
Ensuring the computer name and DNS host name match
Configuring name resolution
Name resolution in the Contact Center environment

April 2007 Other configuration tasks
Ensuring the computer name and DNS host

name match
You must ensure your server’s computer name and DNS host name match
exactly, including uppercase and lowercase letters. If these names do not match,
you cannot install the Contact Center Multimedia server software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. Windows uses your entry to set both the computer name and the DNS
host name. However, once the operating system installation is complete, you
may find that Windows has set the DNS host name in uppercase letters as you
entered it, but that the computer name is set in all lowercase letters. Use the
following procedures to check the names and, if necessary, change them.
The host name should not exceed 63 characters.
Ensuring the computer name and DNS host name match

1 Once you have installed the operating system, log on to the server as the
local Administrator.
2 From the Start menu, click Control Panel > System.
Result: The System Properties window appears.

3 Click the Computer Name tab.

Result: The Computer Name information appears.
4 Write down the Full computer name exactly as it appears, including case.
Ignore the period at the end of the Full computer name.
5 Click Change.
Result: The Computer Name Changes window appears.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name window appears.

7 Compare the NetBIOS computer name on this window with the Full
computer name that you wrote to determine whether the names match
exactly.
8 Do one of the following:
z If the names match, close the windows you opened and continue with
the configuration of the server.
z If the names do not match, continue with updating the computer name.
Updating the computer name to match the DNS host name

1 Write down the NetBIOS computer name exactly as it appears.
2 In the DNS Suffix and NetBIOS Computer Name window, click Cancel.
Result: The Computer Name Changes window appears.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 1, and then click OK.
If the only difference between the two names is the case (uppercase or
lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:
a. Type any character at the end of the Computer name to enable the OK
button.

b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
Result: The System Properties window appears.
d. Click Change.
e. Delete the character at the end of the Computer name.
f. Click OK.
Result: The system prompts you to restart.
4 Click OK.
5 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
6 Click Yes.
7 When the system has restarted, log on to the server as Administrator.

Name resolution in the Contact Center

environment
Name resolution within your network must be functioning correctly. All Contact
Center applications make use of name resolution to function correctly.
In order for Multimedia/Outbound operation to function correctly name

resolution to and from the relevant servers and clients on the network must be
functioning.
The Multimedia server must be able to resolve the following machine names:
All Contact Center Agent Desktop computer names.
The Contact Center Manager server computer name.
The Communications Control Toolkit server computer name.
The Contact Center Manager Administrator server computer name
Name resolution is also a 2-way process. The machines listed above should be
able to resolve the Multimedia server name.
If network connectivity on your network requires the use of Fully Qualified

Domain Names (FQDN's) then the FQDN of each machine should be resolvable
between all machines listed above.

Adding a server to an existing domain
This section describes how to add your Contact Center Multimedia server to an
existing domain. You must have domain administrator privileges, or ask the
domain administrator to assign you a domain user account for remote access.
A fully qualified domain name should not exceed 255 characters.
Adding the Contact Center Multimedia server to your domain

Once you have completed installing Contact Center Multimedia, you can add
your server as a member of an existing domain.
To add Contact Center Manager Server to your existing domain

1 Log on to your server as the domain Administrator.
2 Right-click My Computer, and then select Properties.
3 In the System Properties window, click the Computer Name tab.
4 Click Change.
5 Select Domain, and then type the name of the domain.

You must provide the Fully Qualified Domain Name of the domain, which
includes the prefix and suffix.
6 Click OK. When the system has processed your change successfully, it
notifies you that the server now belongs to the domain that you specified.
7 Restart the server when prompted to do so.

The next step
You are now ready to install Contact Center Multimedia on the server. For
information about installing and upgrading Contact Center Multimedia server,
refer to the Nortel Contact Center Multimedia Installation and Maintenance
Guide.

Index
Symbols e-mail server requirements 34

experience required 16
.Net Framework 32 external modem installation 60
A I
accessing web services port 33 installation
administrator description 12 checking requirements 31
Agent Desktop description 12 time required 9
applying server security 36 installing
external modem 60
language pack 54
C pcAnywhere 11.5 32
USB modem 60
Cache database 11
campaigns definition 11
CCMA server interaction 14
CCT server ports 33
J
checking installation requirements 31 JRE 1.5.0 31
client machine requirements 14
components on the Multimedia/Outbound
server 11
computer name matching 71
K
configuring Multimedia server 35 knowledge required 16
D L
database language pack 54
about Cache 11
partition 29
disk partitions 29 M
DNS host name matching 71
documents in Contact Center 17 Microsoft .Net Framework 32
domain for Multimedia server 35 migration utility description 12
Multimedia components 11
Multimedia database 11
Multimedia server
E domains 35
E-mail Manager description 11 ports required 33
E-mail server ports 33 workgroups 35

Index Standard 4.01
N T
network security 36 time for installation 9
O U
OCMT description 11 USB modem installation 60
operating system 31
operating system requirements 40
outbound campaigns definition 11 W
Windows domains 35
P Windows workgroups 35
workgroups for Multimedia server 35
partition for database 29
partitions on disk 29
pcAnywhere 11.5 32
ports 33
R
receiving e-mail ports 33
redundancy server requirements 34
related documents 17
Remote access ports 33
required experience 16
requirements
client machines 14
operating system 40
S
security
network 36
sending e-mail port 33
server interaction 14
server operating system 40
server support 32
servers
e-mail 34
redundancy 34

Reader Response Form
Product release 6.0
Guide
Tell us about yourself:

Name:
Company:
Address:
Occupation: Phone:
1. What is your level of experience with this product?

New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
F o
o rm
rm
n ssee F
essppoo n
err R
R e
ad e
RReead
Guide
Nortel
Mervue Business Park
Galway, Ireland
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 PBX and Contact
Center Multimedia 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: 297-2183-214

Product release: 6.0
Document release: Standard 4.01
Date: April 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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Nortel Contact Center Multimedia

Product release 6.0 Standard 4.01 April 2007

Publication number: 297-2183-214

Copyright © 2007 Nortel Networks. All Rights Reserved.

3 Installing and configuring the operating system 39

4 Installing additional hardware 57

5 Optional system components 63

Technical Requirements and Operating System Configuration Guide v

Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

6 Other configuration tasks 69

vi Contact Center Multimedia

Technical Requirements and Operating System Configuration Guide 7

New in this release

8 Contact Center Multimedia

The Nortel Contact Center Multimedia Installation and Maintenance Guide

Who should read this guide

Technical Requirements and Operating System Configuration Guide 9

10 Contact Center Multimedia

About Contact Center Multimedia/Outbound

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

 import and review call data

 create agent call scripts

 monitor campaign progress

 export campaign data

 E-mail Manager: This component is installed on the Contact Center

Technical Requirements and Operating System Configuration Guide 11

 Web Communications Manager: This component is installed on the

 access historical e-mail to and from the customer

 create responses to customer inquiries

 provide a closed reason (if configured)

When an outbound campaign is running, contacts are presented to agents

 review call scripts (if configured)

 select a disposition code

 Multimedia Administrator: This component is installed on the Contact

12 Contact Center Multimedia

Technical Requirements and Operating System Configuration Guide

This section outlines the network components of Contact Center Multimedia/

Each client must have the following software installed:

14 Contact Center Multimedia

MCS Mgmt/ Nortel server subnet

Server Nortel Media VPN

Technical Requirements and Operating System Configuration Guide

Skills you need

Required experience or knowledge

16 Contact Center Multimedia

For information about See the NTP number

Planning and Nortel Contact Center Planning and 297-2183-934

Server requirements Nortel Contact Center Server and 297-2183-263

The Contact Center Nortel Contact Center What is New in 297-2183-903

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

Nortel Contact Center 6.0 Security

Installation, upgrades, Nortel Contact Center Multimedia 297-2183-929

Technical Requirements and Operating System Configuration Guide 17

How to get help

Finding the latest updates on the Nortel web site

Link to Takes you directly to

Latest documentation The Nortel page for Contact Center documentation

Getting help from the Nortel web site

18 Contact Center Multimedia

Getting help over the phone from a Nortel Solutions Center

In North America, call 1-800-4NORTEL (1-800-466-7835).

Getting help from a specialist by using an Express Routing Code

import and review call data

create agent call scripts

monitor campaign progress

export campaign data

E-mail Manager: This component is installed on the Contact Center

Web Communications Manager: This component is installed on the

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

CPU Intel-based CPU - Configuration 1: Pentium IV, Intel Xeon

Hard disk 20 GB physical disk Recommend 40 Contact Center

DVD ROM one DVD-ROM one DVD-ROM Recommended drive

Mod_jk2 Connector (mod_jk2-ap20-2.0.1-1jpp.i386.rpm or later) from

Microsoft .Net Framework - Version 1.1 with .NET service pack 1