Installation & Maintenance Guide For Co-Resident Server

297-2183-218
Nortel Contact Center Manager Server

Installation and Maintenance Guide for the Co-resident
Server
Release 6.0 Standard 6.14 January 2008

Installation and Maintenance Guide for the Co-resident Server
Publication number: 297-2183-218

Product release: 6.0
Document release: Standard 6.14
Date: January 2008
Copyright © 2006-2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel reserves the right to make changes in design
or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Nortel Meridian 1 PBX and
Contact Center Manager Server is proprietary to Nortel 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
reserves the right to seek all allowable remedies for such breach.
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Contents
Part 1 Overview 23
1 Getting started 25
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
About Contact Center Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2 Licensing 53
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Configure the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Change the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Uninstall License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Part 2 Install the co-resident server software 101
3 Install the co-resident server software 103

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Section A: Preinstallation 115
Step 1. Read the relevant documentation to perform a new installation . . . 116
Installation and Maintenance Guide for the Co-resident Server v

Standard 6.14
Step 2. Record and check for required installation information . . . . . . . . . 117

Step 3. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 123
Step 4. Review system variable paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Step 5. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 139
Section B: Installation 141
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Step 6. Install the Contact Center Manager Server software . . . . . . . . . . . . 143
Step 7. Configure your CCMS settings after the installation (optional) . . . 169
Step 8. Install the License Manager on the co-resident server . . . . . . . . . . 190
Step 9. Install the CCMA component on the co-resident server . . . . . . . . . 194
Step 10. Install Communication Control Toolkit for voice and multimedia
(CS1000) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Step 11. Install Communication Control Toolkit software for voice
(CS2x00) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Step 12. Install Communication Control Toolkit software for SIP . . . . . . . 234
Step 13. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Section C: Postinstallation 247
Step 14. Install the required CCMS Service Updates . . . . . . . . . . . . . . . . . 249
Step 15. Install required hot fixes for third-party software . . . . . . . . . . . . . 253
Step 16. Download and apply the latest CCMA Service Update . . . . . . . . 254
Step 17. Change the NGenDist, NGenDesign, or NGenSys passwords . . . 261
Step 18. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 265
Step 19. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Step 20. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . 281
Step 21. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Step 22. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Step 23. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 288
Step 24. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 289
Step 25. Add the IUSR_SWC account as the anonymous user account . . . 293
Step 26. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 304
Step 27. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Step 28. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Step 29. Configure SMTP and printers for Historical Reporting (optional) 320
Step 30. Configure shared folders for Historical Reporting (optional) . . . . 332
Step 31. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Step 32. Configure Agent Desktop Display parameters on the server . . . . 364
Step 33. Change the iceAdmin user account password (optional) . . . . . . . . 368
Step 34. Configure language support (other than English) . . . . . . . . . . . . . 372
Step 35. Install the XML automated assignments feature (optional) . . . . . 388
Step 36. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 391
Step 37. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . . 393
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Step 38. Install the latest Communication Control Toolkit service updates 401
Step 39. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . . 406
Step 40. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . . 408
Step 41. Configure TAPI for CCT 6.0 with a CS 2x00/DMS switch . . . . . 442
Step 42. Confirm that the CCT services start . . . . . . . . . . . . . . . . . . . . . . . 466
Step 43. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . . 469
Step 44. Configure the Communication Control Toolkit console . . . . . . . . 473
Step 45. Import and add resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Step 46. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Step 47. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . . 527
Step 48. Communication Control ToolkitCommunication Control
ToolkitEnable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
Step 49. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
Step 50. Disable all time synchronization features of the operating system 562
Step 51. Other postinstallation tasks for Contact Center Manager Server . 564
Section D: Preparing the client for CCMA 569
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570
Step 52. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572
Step 53. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . 574
Step 54. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575
Step 55. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . 591
Step 56. Download and install Windows update KB917607 (Optional) . . . 595
Step 57. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 596
Step 58. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 599
Step 59. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . 601
Step 60. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Step 61. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 620
Part 3 Upgrade to Contact Center Manager Server 633
4 Upgrade overview 635

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 636
Supported co-resident configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643
Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . 645
5 Upgrade a co-resident 5.0 to a co-resident 6.0 server (same

server) 651
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 652
Installation and Maintenance Guide for the Co-resident Server vii

Standard 6.14
Section A: Prepare the server for upgrade 657

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Step 1. Read the relevant documentation to perform an upgrade . . . . . . . . 659
Step 2. Record and check for required installation information . . . . . . . . . 660
Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 666
Step 4. Migrate Classic Client data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
Step 5. Investigate and resolve any tape drive compatibility issues . . . . . . 709
Step 6. Install the latest Service Update and required PEPs . . . . . . . . . . . . 712
Step 7. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 714
Step 8. Ensure the server meets CCMA 6.0 requirements . . . . . . . . . . . . . . 715
Step 9. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 716
Step 10. Back up the Symposium Web Client data files . . . . . . . . . . . . . . . 717
Step 11. Perform an SCCS 5.0 database integrity check . . . . . . . . . . . . . . . 720
Step 12. Back up the SCCS 5.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
Step 13. Create an SCCS 5.0 Platform Recovery Disk . . . . . . . . . . . . . . . . 736
Step 14. Back up the TAPI 3.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . 740
Step 15. Back up the Communication Control Toolkit 5.0 database . . . . . . 741
Section B: Preupgrade tasks 753
Step 16. Check for CCMA service on your co-resident server . . . . . . . . . . 754
Step 17. Remove Terminal Server (optional) . . . . . . . . . . . . . . . . . . . . . . . 756
Step 18. Shutdown all of your SCCS services . . . . . . . . . . . . . . . . . . . . . . . 758
Step 19. Upgrade pcAnywhere (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 759
Step 20. Map a drive to the source location of the product software . . . . . 761
Step 21. Copy the latest Service Update and Platform Recovery Disk . . . . 764
Step 22. Get documentation for the XML automated assignments feature . 765
Section C: Upgrade the product software 767
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768
Step 23. Upgrade the Contact Center Manager Server software . . . . . . . . . 769
Step 24. Configure Contact Center Manager Server (optional) . . . . . . . . . . 793
Step 25. Install the License Manager on the co-resident server . . . . . . . . . 809
Step 26. Upgrade the Contact Center Manager Administration component 813
Step 27. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 . . . . . . 829
Step 28. Upgrade CCT 5.0 to CCT 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 839
Section D: Postupgrade tasks 855
Step 30. Install required hot fixes for third-party software . . . . . . . . . . . . . 857
Step 31. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . . 858
Step 32. Download and apply the latest CCMA Service Updates . . . . . . . . 862
Step 33. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 869
Step 34. Add the IUSR_SWC account as the anonymous user account . . . 873
Step 35. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 885
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January 2008
Step 36. Configure logon warning message (optional) . . . . . . . . . . . . . . . . 889

Step 37. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Step 38. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Step 39. Configure shared folders for Historical Reporting (optional) . . . . 906
Step 40. Configure new ADD 6.0 parameters on the server (optional) . . . . 936
Step 41. Change the iceAdmin user account password (optional) . . . . . . . . 939
Step 42. Upgrade the XML Automated Assignments feature (optional) . . 943
Step 43. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 946
Step 44. Ensure computer name of CCMA server is correct on client PCs 948
Step 45. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 949
Step 46. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951
Step 47. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 955
Step 48. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 956
Step 49. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 958
Step 50. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . . 959
Step 51. Install the latest CCT 6.0 updates . . . . . . . . . . . . . . . . . . . . . . . . . 967
Step 52. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . . 972
Step 53. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . . 975
Step 54. Configure TAPI for CCT 6.0 with a CS 2X00/DMS switch . . . . 1009
Step 55. Confirm that the CCT services started . . . . . . . . . . . . . . . . . . . . . 1033
Step 56. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . 1036
Step 57. Configure the Communication Control Toolkit console . . . . . . . 1043
Step 58. Import resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1050
Step 59. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055
Step 60. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . 1068
Step 61. Enable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 1078
Step 62. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . 1087
Step 63. Delete any unused CCMS from CCMA (optional) . . . . . . . . . . . 1089
Step 64. Restore a more recent backup of the database (optional) . . . . . . 1090
Step 65. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1092
Step 66. Disable all time synchronization features of the operating
system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1109
Step 67. Other postinstallation tasks for Contact Center Manager Server 1111
Section E: Postinstallation tasks on the CCMA clients 1115
Step 68. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1116
Step 69. Download and install Windows update KB917607 (Optional) . . 1117
Step 70. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1118
Step 71. Log on to Contact Center Manager Administration . . . . . . . . . . 1121
Step 72. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
Step 73. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1138
Step 74. Configure active and standby servers for ADD (optional) . . . . . 1142
Installation and Maintenance Guide for the Co-resident Server ix

Standard 6.14
6 Upgrade a co-resident 5.0 to a co-resident 6.0 server

(new server) 1145
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
Section A: Prepare the original server 1151
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152
Step 1. Read the relevant documentation to perform an upgrade . . . . . . . 1153
Step 2. Record and check for required installation information . . . . . . . . 1154
Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . 1160
Step 4. Investigate and resolve any tape drive compatibility issues . . . . . 1162
Step 5. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . 1165
Step 6. Ensure SWC 4.5 on Win 2003 is installed on the source server . . 1166
Step 7. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1167
Step 8. Back up the Symposium Web Client data files . . . . . . . . . . . . . . . 1168
Step 9. Perform a SCCS Server 5.0 database integrity check . . . . . . . . . . 1171
Step 10. Back up the SCCS 5.0 database on the original server . . . . . . . . 1174
Step 11. Create a SCCS 5.0 Platform Recovery Disk . . . . . . . . . . . . . . . . 1187
Step 12. Back up the TAPI 3.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . 1193
Step 13. Back up the Communication Control Toolkit 5.0 database . . . . . 1194
Section B: Prepare the new server 1205
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206
Step 14. Ensure the new server meets Contact Center 6.0 requirements . . 1207
Step 15. Check the disk partitions configuration . . . . . . . . . . . . . . . . . . . . 1208
Step 16. Prepare the new server for Release 6.0 and database restore . . . 1210
Step 17. Record and check for required migration information . . . . . . . . 1212
Step 18. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
Step 19. Ensure the computer name and DNS host name match . . . . . . . . 1231
Step 20. Copy the latest SCCS 5.0 SU and Platform Recovery Disk . . . . 1235
Step 21. Add local Windows account . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1236
Step 22. Install pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1241
Step 23. Get documentation for the XML automated assignments feature 1248
Section C: Install the product software on the new server 1249
Step 24. Install the SCCS 5.0 software and database on the target server . 1250
Step 25. Configure SCCS 5.0 on the target server . . . . . . . . . . . . . . . . . . . 1264
Step 26. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . 1271
Step 27. Restore Symposium Web Client 4.5 client data files . . . . . . . . . 1286
Step 28. Install the TAPI 3.0 Service Provider and database . . . . . . . . . . 1292
Step 29. Install Communication Control Toolkit 5.0 . . . . . . . . . . . . . . . . 1296
Step 30. Install the latest CCT 5.0 updates . . . . . . . . . . . . . . . . . . . . . . . . 1304
Step 31. Restore the Communication Control Toolkit 5.0 database . . . . . 1307
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January 2008
Section D: Migrate Classic Client 1317

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1318
Step 32. Migrate Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1321
Step 33. Migrate historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323
Step 34. Migrating real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1338
Step 35. Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . 1344
Step 36. Migrate scheduled assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 1353
Step 37. Migrate user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1358
Step 38. Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . 1360
Section E: Upgrade the product software on the new server 1361
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1362
Step 39. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . 1363
Step 40. Map a drive to the source location of the product software . . . . 1364
Step 41. Shutdown Symposium Call Center Server services . . . . . . . . . . 1367
Step 42. Upgrade the Contact Center Manager Server software . . . . . . . . 1368
Step 43. Configure Contact Center Manager Server (optional) . . . . . . . . . 1392
Step 44. Install the License Manager on the co-resident server . . . . . . . . 1409
Step 45. Upgrade the Contact Center Manager Administration
component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1413
Step 46. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 . . . . . 1428
Step 47. Remove Terminal Server (optional) . . . . . . . . . . . . . . . . . . . . . . 1438
Step 48. Upgrade CCT 5.0 to CCT 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . 1440
Step 49. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . 1450
Section F: Postupgrade tasks 1455
Step 50. Install required hot fixes for third-party software . . . . . . . . . . . . 1457
Step 51. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . 1458
Step 52. Download and apply the latest CCMA Service Updates . . . . . . . 1462
Step 53. Change the server name and IP address (optional) . . . . . . . . . . . 1469
Step 54. Change the NGenDist, NGenDesign, or NGenSys passwords . . 1470
Step 55. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . 1474
Step 56. Prepare the new server for full service . . . . . . . . . . . . . . . . . . . . 1477
Step 57. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1479
Step 58. Add the IUSR_SWC account as the anonymous user account . . 1483
Step 59. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1494
Step 60. Configure logon warning message (optional) . . . . . . . . . . . . . . . 1498
Step 61. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1503
Step 62. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1513
Step 63. Configure shared folders for Historical Reporting (optional) . . . 1515
Step 64. Configure new ADD 6.0 parameters on the server (optional) . . . 1546
Step 65. Change the iceAdmin user account password (optional) . . . . . . . 1549
Step 66. Install the XML Automated Assignments feature (optional) . . . 1553
Installation and Maintenance Guide for the Co-resident Server xi

Standard 6.14

Step 69. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1559
Step 70. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1561
Step 71. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1564
Step 72. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1565
Step 73. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . 1567
Step 74. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . 1568
Step 75. Install the latest CCT 6.0 updates . . . . . . . . . . . . . . . . . . . . . . . . 1576
Step 76. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . 1581
Step 77. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . 1584
Step 79. Confirm that the CCT services started . . . . . . . . . . . . . . . . . . . . . 1642
Step 80. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . 1645
Step 83. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1663
system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1725
Step 91. Other post-installation tasks for Contact Center Manager Server 1727
Section G: Postinstallation tasks on the CCMA clients 1731
Step 92. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1732
Step 93. Download and install Windows update KB917607 (Optional) . . 1733
Step 95. Log on to Contact Center Manager Administration . . . . . . . . . . 1737
Step 96. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1743
Step 97. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1754
Step 98. Configure active and standby servers for ADD (optional) . . . . . 1758
7 Migrate a co-resident server to a new platform 1761

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1762
Step 1. Read the relevant documentation for an upgrade . . . . . . . . . . . . . 1768
Step 2. Record and check for required installation information . . . . . . . . 1769
xii Contact Center Manager Server

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Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . 1775

Step 4. Install the latest Service Update and any required patches . . . . . . 1777
Step 5. Perform a database integrity check on the original server . . . . . . . 1780
Step 6. Check the disk partition configuration on the original server . . . . 1783
Step 7. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . 1785
Step 8. Back up the CCMA Nortel data files on the source server . . . . . . 1801
Step 9. Create a Platform Recovery Disk on the original server . . . . . . . . 1815
Step 10. Back up Real-Time Reporting and Emergency Help . . . . . . . . . 1818
Step 11. Back up the CCT 6.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . 1820
Step 12. Back up the TAPI SP database . . . . . . . . . . . . . . . . . . . . . . . . . . 1831
Step 13. Prepare the new server for Release 6.0 . . . . . . . . . . . . . . . . . . . . 1832
Step 14. Install Windows Server 2003 on the target server . . . . . . . . . . . . 1834
Step 15. Configure IIS to support ASP.NET applications . . . . . . . . . . . . . 1850
Step 16. Ensure the computer name and DNS host name match . . . . . . . . 1854
Step 17. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . 1858
Step 18. Add local Windows account to the new server . . . . . . . . . . . . . . 1872
Step 19. Copy the latest Service Update and Platform Recovery Disk . . . 1877
Step 20. Server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1878
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1880
Step 21. Installing the Contact Center Manager Server software . . . . . . . 1881
Step 22. Configure your CCMS settings after the installation (optional) . 1916
Step 23. Install the License Manager on the co-resident server . . . . . . . . 1937
Step 24. Install the CCMA component on the co-resident server . . . . . . . 1941
(CS1000) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1963
Step 26. Install Communication Control Toolkit for voice (CS2x00) . . . . 1972
Step 27. Install Communication Control Toolkit for SIP . . . . . . . . . . . . . 1981
Step 28. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1988
Step 29. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . 1995
Step 30. Install required hot fixes for third-party software . . . . . . . . . . . . 1999
Step 31. Apply the same Service Update as on the CCMA source server 2000
Step 32. Change the NGenDist, NGenDesign, or NGenSys passwords . . 2004
Step 33. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . 2008
Step 34. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . 2011
Step 35. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . 2015
Step 36. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 2017
Step 37. Add the IUSR_SWC account as the anonymous user account . . 2021
Step 38. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 2032
Step 39. Configure Log-in Warning Message . . . . . . . . . . . . . . . . . . . . . . 2036
Installation and Maintenance Guide for the Co-resident Server xiii

Standard 6.14
Step 40. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 2041

Step 41. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2050
Step 42. Configure SMTP and printers for Historical Reporting
(optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2052
Step 43. Configure shared folders for Historical Reporting (optional) . . . 2064
Step 44. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2094
Step 45. Configure Agent Desktop Display parameters on the server . . . 2095
Step 46. Change the iceAdmin user account password (optional) . . . . . . . 2099
Step 47. Configure language support (other than English) . . . . . . . . . . . . 2103
Step 48. Install the XML Automated Assignments feature (optional) . . . 2118
Step 49. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 2121
Step 50. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2133
Step 51. Copy latest user guides to the application server . . . . . . . . . . . . . 2137
Step 52. Revert to source server computer name or change name . . . . . . 2139
Step 53. Ensure the CCMA computer name is correct on client PCs . . . . 2148
Step 54. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . 2149
Step 56. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . 2162
Step 57. Restore the TAPI SP or ICM TAPI database . . . . . . . . . . . . . . . 2164
Step 58. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . 2166
Step 60. Copy the CCT-IVR configuration files . . . . . . . . . . . . . . . . . . . . 2209
Step 61. Restore the Communication Control Toolkit database . . . . . . . . 2210
Step 62. Start the CCT and TAPI services . . . . . . . . . . . . . . . . . . . . . . . . . 2220
Step 65. Map resources to the new Windows users . . . . . . . . . . . . . . . . . . 2231
system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2295
Step 73. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . 2297
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Part 4 Maintain Contact Center Manager Server 2301
8 Manage the server 2303

Shut down or restart the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2304
Start up and shut down the License Manager service. . . . . . . . . . . . . . . . . 2305
Manage the date and time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2306
9 Install and uninstall patches 2309

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2310
Install patches on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2312
Uninstall SUs from the server using the Patch Manager . . . . . . . . . . . . . . 2317
10 Install the Server Utility software (stand-alone) 2323

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2324
Step 1. Read the relevant documentation to perform a new installation . . 2327
Step 3. Install required patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2333
Step 4. Modify the ODBC.INI security settings (optional) . . . . . . . . . . . . 2340
Step 5. Download and install Windows update KB917607 (optional) . . . 2342
11 Back up data 2343

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2344
Backup speeds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2348
Requirements for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2353
Checklist to perform backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2356
Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2357
Calculating the capacity requirements for database backups . . . . . . . . . . . 2361
Section A: Set up backup options 2365
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2366
Set up tape backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2368
Set up remote directory backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2372
Section B: Schedule backups 2387
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2388
Schedule a backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2389
Monitor backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2395
Other procedures for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2397
Installation and Maintenance Guide for the Co-resident Server xv

Standard 6.14
Section C: Use a third-party backup utility to create full

backups 2399
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2400
Guidelines for third-party backup software . . . . . . . . . . . . . . . . . . . . . . . . 2401
Prepare for third-party backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2403
12 Restore data 2407

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2408
Section A: Recovery using Platform Recovery Disk and database
backup 2413
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2414
Full system recovery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2415
Recovery of the server setup configuration . . . . . . . . . . . . . . . . . . . . . . . . 2416
Recovering a recent backup of the database. . . . . . . . . . . . . . . . . . . . . . . . 2419
Recovery (reinstallation) of Sybase ASE 12.5 and database software . . . . 2421
Common recovery procedures used in this guide. . . . . . . . . . . . . . . . . . . . 2427
Section B: Recovery using a third-party backup 2443
Recovering the database with a third-party backup . . . . . . . . . . . . . . . . . . 2444
13 Configure and uninstall pcAnywhere 2445

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2446
Establish a pcAnywhere connection using dial-up . . . . . . . . . . . . . . . . . . . 2447
Uninstall pcAnywhere 11.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2450
14 Uninstall and reinstall Contact Center Manager

Server 2451
Uninstall the database and Contact Center Manager Server. . . . . . . . . . . . 2452
Reinstall the database software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2465
Uninstall License Manger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2466
Uninstall Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2470
15 Install and configure Real-Time Statistics Multicast 2475

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2476
Install Real-Time Statistics Multicast. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2477
Modify Real-Time Statistics Multicast settings . . . . . . . . . . . . . . . . . . . . . 2479
Test the Real-Time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . . 2488
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16 Manage security 2491

Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2492
Change the NGenDist, NGenDesign, or NGenSys passwords. . . . . . . . . . 2493
Protect pcAnywhere settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2497
Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . 2499
Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2500
Use Security Configuration Wizard and enabling Windows Firewall . . . . 2503
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 2533
17 Use server features 2539

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2540
Computer name change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2542
Database Expansion utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2546
Database Restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2554
Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2560
Database backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2564
Registry Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2567
Server Setup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2568
Changing the IP address of a Contact Center Manager Server. . . . . . . . . . 2579
Shutdown services on Contact Center Manager Server . . . . . . . . . . . . . . . 2583
Start up Contact Center Manager Server . . . . . . . . . . . . . . . . . . . . . . . . . . 2586
Contact Center Manager Server System Monitor. . . . . . . . . . . . . . . . . . . . 2587
Part 5 Appendixes 2589
Install the Internationalization Framework 2591

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2592
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2593
Configuring Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2594
Server patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2596
Migrate API applications 2597

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2598
Migrate Host Data Exchange API applications . . . . . . . . . . . . . . . . . . . . . 2599
Migrate Real-Time Data API applications . . . . . . . . . . . . . . . . . . . . . . . . . 2602
Installation and Maintenance Guide for the Co-resident Server xvii

Standard 6.14
Alarms and events 2605

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2606
Change the Windows EventLog size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2608
Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2610
Configure SNMP on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2611
Event Codes 2617

Agent Skillset Manager events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2618
Database services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2626
Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2633
Event Broker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2635
Event Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2636
Historical Data Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2638
Historical Data Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2639
License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2649
Meridian Link Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2656
Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2658
Operation, Administration, and Maintenance. . . . . . . . . . . . . . . . . . . . . . . 2674
Real-Time Data Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2690
Real-Time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2695
Statistical Data Manager Configuration Administrator . . . . . . . . . . . . . . . 2697
Statistical Data Propagator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2699
Task Flow Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2702
Task Flow Executor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2703
Telephony Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2741
Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2750
Voice Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2753
Toolkit event codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2763
Change the names or IP addresses of servers 2795

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2796
Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 2797
Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . 2811
Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 2828
Change the Contact Center Manager Standby server IP address . . . . . . . . 2848
Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2872
Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 2895
Change the Contact Center Manager Administration server name . . . . . . 2906
Change the Contact Center Manager Administration server IP address . . 2923
Change the Communication Control Toolkit server name . . . . . . . . . . . . . 2930
Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 2940
xviii Contact Center Manager Server

January 2008
Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 2944

Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 2956
Change the Contact Center Multimedia Standby server name . . . . . . . . . . 2963
Troubleshoot and support 2971

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2972
Section A: Installation and upgrade problems 2975
Server installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2976
Upgrade problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2979
CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 2980
Cannot log on to CCMA after uninstall and reinstall CCMA and SP1 . . . 2983
CCMA installation fails when you install Windows Server 2003 Release 2
options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2984
SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2986
Cannot locate C:\PROGA~1\Nortel file extension when you install
CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2989
Access and Partition Management information missing . . . . . . . . . . . . . . 2991
Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2993
Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . 2994
Encrypt password for Contact Center Manager Administration Users
error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2995
Cannot find PortLdap.vbs script file when reinstalling CCMA . . . . . . . . . 2996
Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2997
IIS Worker Process Errors after CCMA Reboot . . . . . . . . . . . . . . . . . . . . 2998
Windows Script Host error when you install SWC on Windows 2003 . . . 2999
Cannot uninstall CCMA after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 3000
Section B: Contact Center Manager Server problems 3001
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3002
Contact Center Manager Server services . . . . . . . . . . . . . . . . . . . . . . . . . . 3003
TFE does not start after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3005
TSM does not start on a Network Control Center server . . . . . . . . . . . . . . 3006
Other services do not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3007
System log warns that database disks are at or near capacity. . . . . . . . . . . 3008
Network connection problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3009
Section C: Replication Server problems 3011
Using log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3012
When the Replication Server shuts down . . . . . . . . . . . . . . . . . . . . . . . . . . 3013
Issuing maintenance commands to the Replication Server . . . . . . . . . . . . 3014
Failed connection to the Standby Server . . . . . . . . . . . . . . . . . . . . . . . . . . 3015
Failed DSI connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3016
Installation and Maintenance Guide for the Co-resident Server xix

Standard 6.14
Section D: License Manager problems 3019

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3020
Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3021
Update the license file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3024
License Manager port number configuration . . . . . . . . . . . . . . . . . . . . . . . 3026
Refresh your server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3030
Standby License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3033
Monitoring the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3034
Client application logging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3038
Section E: CCMA and CCMS communication problems 3043
CCMA does not function correctly after you make a change to the CCMS 3044
Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 3047
Changing the Contact Center Manager Server computer name . . . . . . . . . 3048
Cannot connect to the CCMA server after migrating to a new application
server or changing the application server computer name . . . . . . . . . . . . 3049
Section F: Client PC problems 3051
Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3052
Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 3053
Running two CCMA sessions simultaneously on one client PC . . . . . . . . 3058
Internet Explorer problems on the client PC . . . . . . . . . . . . . . . . . . . . . . . 3059
Internet Explorer problems on the client PC running Windows XP SP2 . . 3060
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 3062
The layout of the Web interface of CCMA is distorted . . . . . . . . . . . . . . . 3063
CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 3064
Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 3065
CCMA logon page displays Connect Logon Prompt . . . . . . . . . . . . . . . . . 3067
Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3068
Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 3069
Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 3070
Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 3071
The browser prevents ActiveX controls from installing. . . . . . . . . . . . . . . 3072
Section G: CCMA server problems 3075
Simple Object Access Protocol errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3076
You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 3081
You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3083
CCMA is not functioning correctly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3089
CCMA LMService license grant/release events are not logged . . . . . . . . . 3092
Section H: Real-Time Statistics Multicast problems 3093
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3094
Interpreting error messages on the client PC . . . . . . . . . . . . . . . . . . . . . . . 3096
xx Contact Center Manager Server

January 2008
Troubleshoot Real-Time Statistics Multicast from the CCMA server . . . . 3099

The ICERtdTrace tool test shows that the server is not sending multicast. 3102
Troubleshoot Real-Time Statistics Multicast from the CCMS. . . . . . . . . . 3103
No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3106
Section I: Real-time reporting 3107
Real-Time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . 3108
Cannot launch Real-Time Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3110
Cannot launch RTDs, others display negative values or long data strings. 3113
No names appear in Real-Time Displays . . . . . . . . . . . . . . . . . . . . . . . . . . 3114
Network Consolidated Real-Time Displays are missing some sites . . . . . 3122
Site does not appear in NCRTD when added by IP address. . . . . . . . . . . . 3123
Agent Map does not launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 3124
Agent name change is not reflected in the Standard Agent Display . . . . . 3125
Section J: Historical Reporting and Report Creation Wizard
problems 3127
The report viewer is blank when launching a report . . . . . . . . . . . . . . . . . 3128
Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3129
Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3132
Access denied error when synchronizing user imported reports . . . . . . . . 3133
Cannot import user created report templates due to ASP script time out. . 3135
Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 3137
Cannot obtain a license to open Report Creation Wizard session . . . . . . . 3138
Column Names text and data spill over the line in historical reports . . . . . 3139
The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 3140
Cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3142
Historical reports display and print in portrait orientation . . . . . . . . . . . . . 3147
Errors occur when exporting large reports to PDF . . . . . . . . . . . . . . . . . . . 3148
Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 3149
Section K: Access and Partition Management problems 3151
Cannot view agents or skillsets in User Defined Partitions view . . . . . . . . 3152
“No Supervisors Defined” error messages appear in Contact Center
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3153
Cannot create Report Groups due to failure of XML counter upgrade . . . 3155
Section L: Other CCMA component problems 3157
Problems with Select All in CCMA components . . . . . . . . . . . . . . . . . . . . 3158
About:blank Web site blocked by IE Enhanced Security Configuration . . 3160
Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3161
Installation and Maintenance Guide for the Co-resident Server xxi

Standard 6.14
Glossary 3163
Index 3203
xxii Contact Center Manager Server

part 1
Overview
Installation and Maintenance Guide for the Co-resident Server 23

Standard 6.14
24 Contact Center Manager Server

Chapter 1
Getting started
In this chapter
New in this release 26
Overview 36
About Contact Center Release 6.0 38
How to use this guide 43
Skills you need 45
Related documents 46
How to get help 50

Getting started Standard 6.14
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Server Installation and Maintenance Guide for the Co-resident Server (297-
2183-218) for release 6.14.
“Features” on page 26
“Other changes” on page 33
Features
See the following sections for information about feature changes:
“Contact Center portfolio rebranding” on page 27
“Classic Client not available” on page 27
“Updated Contact Manager Administration features” on page 27
“Contact Center Server Utility” on page 28
“Default ACD Queue Management” on page 28
“Increase in configured agents” on page 28
“Increase in call variables” on page 29
“Increase in skillsets per agent” on page 29
“Reporting” on page 29
“Configuration improvements” on page 31
“Scripting improvements” on page 32
“GIVE IVR” on page 32
“Simplified installation for Contact Center Multimedia” on page 32
“Unified reporting and administration” on page 32
“Improved agent interaction” on page 32
“Increase in number of contacts handled” on page 33
“Storage capacity” on page 33

January 2008 Getting started
Contact Center portfolio rebranding

For Release 6.0, the Symposium portfolio is rebranded as the Nortel Contact
Center portfolio. Many of the application names within the Contact Center
portfolio are updated to align with the overall portfolio. This feature affects all
sections.
Classic Client not available

The Classic Client software is not part of Contact Center 6.0. A number of the
features are available in the Contact Center Manager Administration. The
remaining server maintenance and monitoring utilities (MAS) are part of the
Contact Center Server Utility.
Updated Contact Manager Administration features

The following list of features describes Classic Client functionality that is now
available only in the Contact Center Manager Administration application:
Historical Reporting—View and print historical reports schedules,
modify report templates on a network drive, and print access and partition
management information.
Real-Time Reporting—Display real-time skillset reports, including or
excluding non-staffed skillsets, select filters for Real-Time Displays, and
configure colors for tabular displays where threshold level values are less
than one.
Access Partition Management—Configure Contact Center Manager
Administration users; access levels for access classes, users, partitions, and
report groups; and enhanced real-time and historical reporting access
classes.
Contact Center Management—Configure access levels for agent to
skillset and agent to supervisor assignments, view the schedule of agent to
skillset and agent to supervisor assignments, choose priority or standby
from a drop-down menu in agent to skillset assignments, display the current
status of an agent, and change all agents in an agent to supervisor
assignment to one supervisor simultaneously. The database contains a new
column in the application and skillset views to hold the contact type.
Configuration—Synchronize data from the Network Contact Center to a
particular site in the network and view routing table assignment schedules.

Scripting—Use a Web-based integrated script manager, a larger script

editor window, view- and sort-enhancements for script variables and
scripts, and print a script variable reports, including values, to export the
report to Crystal-supported export formats.
Auditing—Log information (for example, changes to users, access classes,
partitions, report groups, scripts, and so on) in addition to the configuration
audit changes.
These features are compatible with both Contact Center Manager Server and
Symposium Call Center Server Release 5.0.
Contact Center Server Utility

The Server Utility enables you to monitor and maintain Contact Center Manager
Server Release 6.0. The Server Utility provides functionality that is not available
through Contact Center Manager Administration.
The Server Utility maintains the look and feel of the Symposium Call Center
Server Classic Client and can be installed on a stand-alone Windows Server
2003, Windows 2000 Professional or Windows XP Professional PC, or it can
co-reside with the Contact Center Manager Server. In a network, the Contact
Center Server Utility can co-reside with the Network Control Center (NCC)
Server.
ATTENTION
NCC is not supported in a co-resident environment where
Contact Center Manager Administration is installed.
Default ACD Queue Management

A Contact Center administrator can use Contact Center Manager Administration
to assign a default ACD Queue to an agent. This default ACD Queue is
delivered to the switch during the agent logon process. The Contact Center
administrator now controls moving agents of similar skillsets to the same ACD
Queue so that, during the default behavior of the switch, agents of similar
skillsets receive relevant calls. This feature is supported only on the Meridian 1
PBX/Communication Server switch platform.
Increase in configured agents

The maximum number of configured agents increased from 6000 to 10,000 per
application or node.

Increase in call variables

The maximum number of available call variables increased from 20 to 50.
Increase in skillsets per agent

The maximum number of skillsets assigned to an agent increased from 50 to
100.
Reporting
Several reporting improvements are outlined:
Virtual network skillset calls offered and calls abandoned statistics are
added to the Skillset view. These statistics provide a consistent view of
activity across a virtual skillset.
New application historical statistics include TalkTime,
PostCallProcessingTime, WaitTime, DNOutExtTalkTime, and
DNOutIntTalkTime.
New skillset historical statistics include PostCallProcessingTime,
TalkTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime.
Application call answer delay and call abandoned delay pegging is more
accurate: statistics are calculated from the time the call enters the primary
application rather than from the Master script.
New AgentByApplication and AgentBySkillset statistics include
CallsOffered, RingTime, CallsReturnToQ, CallsTransferred,
CallsReturnToQDueTimeout, CallsConferenced, DNOutIntTalkTime, and
DNOutExtTalkTime.
Additional network consolidated views are available for the Network
Contact Center, similar to the network consolidated Skillset view. The new
views are Application, Agent Performance, AgentByApplication, and
AgentBySkillset.
Some of the statistics in existing historical reports have a new interpretation
due to the effect of multimedia pegging. For example, CallsAnswered
statistics are updated to include multimedia contacts and are reinterpreted
as Contacts Accepted. Similarly, TalkTime statistics are reinterpreted as
Processing Time. For details about the statistics affected and their new
definitions, see the Contact Center Historical Reporting and Data
Dictionary.

The labels of these statistics as they appear in the reports and the reporting
open interface database views are not changed for Release 6.0.

Configuration improvements
General configuration improvements to the Contact Center Manager
Administration Web-based application include:
show an agent’s personal dialed number (DN) in the title bar of the agent
map
configure the option to exclude logged off agents from the agent map
resize the agent map (upwards)
create threshold alerts (flashing text on the agent map) when a threshold is
exceeded
view threshold timers from billboard properties
place data element names on the y-axis of horizontal bar charts
show a linked display from the agent map
share graphical displays
configure collections with additional flexibility
add % Service Level formulas to graphical displays
change the default background color on billboards
add or delete agents in groups
change skillset assignments for a group of agents all at once
allow users with no assigned partition to create Real-Time Display filters
identify agents logged on within the Contact Center Management
component
apply supervisor changes to multiple agents at once
make skillset assignment changes to agents from skillset tabular Real-Time
Displays
make changes to an agent from agent tabular Real-Time Displays
simplify report writing package for customized reports
perform Default Queue Management
use features from the Classic Client application

Scripting improvements
The requirement for Terminal Services is replaced by the script manager as a
fully integrated Web-based solution. In addition to providing the functionality
previously available, the Web-based scripting manager also provides the ability
to:
search for unused script variables
search and replace within a script
highlight the line in the script with an error
rename inactive scripts
GIVE IVR
Contact Center Manager Server supports GIVE IVR script command with
Communication Server 2x00. GIVE IVR with VXML is supported for
Communication Server 1000/MCS 5100.
Simplified installation for Contact Center Multimedia

Database software is automated and, where possible, third-party software is
silently installed, greatly reducing installation time. In addition, Release 6.0
incorporates individual components into one installation package and provides a
common look and feel using industry-standard dialog boxes.
Unified reporting and administration

For Release 6.0, administrators run multimedia reports using the Report
Creation Wizard, and view Real-Time Display information about multimedia
contacts on the Contact Center Manager Administration Real-Time Displays.
Administrators also configure user and skillset information and supervisor logon
functionality in Contact Center Manager Administration. The real-time
reporting component from Symposium Web Center Portal Release 4.0 is
removed.
Improved agent interaction

All agent interaction with the server occurs through firewall-friendly Secure
Web Services from the Multimedia Server, with the option to configure the
system to transmit all data between the client and the sever in encrypted form
using SSL.

Increase in number of contacts handled

The Contact Center Multimedia server handles up to 2500 contacts per hour.
This maximum applies to all multimedia contact types.
Storage capacity
The Contact Center Multimedia database supports 12 months of storage based
on an average contact size of 2 million contacts.
Other changes
See the following sections for information about changes that are not feature-
related.
“Installation procedures for LinkPlexer” on page 33
“IP address for co-resident LinkPlexer” on page 33
“Updated GIVE IVR” on page 34
“Procedure added to change NGenSys password for MAS Backup and
Restore service” on page 34
“Update to Troubleshooting chapter” on page 34
“Procedure added to License Manager chapter” on page 34
“New change server name and IP address appendix” on page 34
“Upgrading a co-resident 5.0 to a co-resident 6.0 server (same or new
server) scenario” on page 1-34
Installation procedures for LinkPlexer

Installation procedures for LinkPlexer was added to the postinstallation steps.
This includes installing the iButton software and using Tracker.
IP address for co-resident LinkPlexer

If LinkPlexer co-resides on the Contact Center Manager Server, enter the IP
address for the Contact Center Manager Server. This note was added to the
LinkPlexer installation procedure.

Updated GIVE IVR

The postinstallation section of each scenario has extended GIVE IVR
information, including:
information about SNPA and DialPlan values
procedure on configuring Give IVR in Contact Center Manager Server
Procedure added to change NGenSys password for MAS Backup

and Restore service
When you change the NGenSys password, you must change the MAS Backup
and Restore password associated with NGenSys. This procedure was added to
the postinstallation tasks in all scenarios.
Update to Troubleshooting chapter

Troubleshooting chapter was updated with Contact Center Manager
Administration issues.
Procedure added to License Manager chapter

A new procedure to change from a Nodal to a Corporate license is added to the
License Manager chapter.
New change server name and IP address appendix

A new appendix, Change server name and IP address, was added. This appendix
covers changing the server name and IP address of all Contact Center
Release 6.0 servers, including co-resident and Standby Server configurations.
This appendix replaces the following sections previously found in Chapter 8,
“Manage the server.”
Change the computer name
Change the IP address
To view the appendix, see Appendix E, “Change the names or IP addresses of

servers.”
Upgrading a co-resident 5.0 to a co-resident 6.0 server (same or

new server) scenario
This scenario was replaced with following two scenarios:
Upgrading a co-resident 5.0 to a co-resident 6.0 server (same server)

Upgrading a co-resident 5.0 to a co-resident 6.0 server (new server)
To view these upgrade scenarios, see “Upgrade a co-resident 5.0 to a co-resident

6.0 server (same server)” on page 651 and “Upgrade a co-resident 5.0 to a
co-resident 6.0 server (new server)” on page 1145.

Overview
This chapter describes Contact Center Manager Server and provides guidelines
on how to use this guide.
The Contact Center Manager Server Installation and Maintenance Guide for
the Co-resident Server provides information and procedures to help you
complete the following tasks:
understanding the requirements for a Contact Center Manager Server
Release 6.0 server platform
connecting external or peripheral hardware components
configuring the Windows Server 2003 (Enterprise or Standard) operating
system
installing and configuring pcAnywhere
installing the Contact Center Manager Server software
installing the License Manager software
installing the Server Utility software
installing and uninstalling Performance Enhancement Packages (PEPs) and
Service Update packs
managing security on the co-resident server
monitoring events on the co-resident server
backing up and restoring data
using License Manager
using Server Utility
troubleshooting co-resident server problems

Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
maintaining Contact Center Manager Server or upgrading from an earlier
release of Symposium Call Center Server (SCCS) software to Contact
Center Manager Server
administrators who are responsible for monitoring and maintaining the
Contact Center Manager Server
Access rights
This guide is based on the assumption that you have the privileges and access
rights required to perform the procedures in this guide. For more information,
see the Contact Center Manager Administrator’s Guide.
License Manager
Some features described in this guide are optional. The License Manager
software provides access to these features. You install License Manager on the
same server on which you installed the Contact Center Manager Server
software. Fields and commands for features that you did not purchase are not
available.

About Contact Center Release 6.0
Contact Center Release 6.0 provides a Contact Center solution for varied and
changing business requirements by offering a suite of applications that includes
call processing
agent handling
management and reporting
networking (for Communication Server 1000/Meridian 1 PBX systems
only)
third-party application interfaces
In addition to Contact Center Release 6.0 components, the Contact Center

requires a switch for telephony services and voice network connectivity and an
optional front-end IVR system for voice–processing capabilities.
Architecture
Installation architecture consists of:
Stand-alone installation—Only Contact Center Manager Server is
installed on a server (with License Manager and Server Utility). For more
information, see the Contact Center Manager Server Installation and
Maintenance Guide.
Co-resident installation—Contact Center Manager Server and Contact
Center Manager Administration are installed on the same server (with
License Manager and Server Utility. You can also install the
Communication Control Toolkit on this server.
Licensing architecture consists of:

Nodal license—Only one occurrence of each product is configured in the
network. You can install each product as a stand-alone server or a co-
resident server. The following diagram illustrates a nodal package
managing stand-alone servers.

January 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
39
Getting started
Corporate license—More than one occurrence of any product is

configured in the network. Products are installed either stand-alone or co-
resident.The following diagram illustrates corporate licensing.

Call ELAN
Server subnet
Media
Gateway Signaling CallPilot CCMS CCMA CCMM CCT
Server
VGMC
VGMC
VGMC
January 2008
Nortel server
subnet
VPN
Router
1100
Modem
HDX Application
Server
ELAN
LAN
subnet DHCP External
Customer
Server Web Server
X.25 CCMA
LinkPlexer (optional) CCMS IVR CCT
Firewall POP3/SMTP
CS 2x00 DNS Mail Server
(EIU/ (Optional)
Compact
Call Agent) Enterprise
LAN /
Nortel server subnet WAN
DMZ
VPN (Optional)
Router
1100 TACACS or
RADIUS
Modem
PST
Internet Firewall
N

Modem
Remote-Support
Remote-Agent
Call ELAN
Media Server subnet
Gateway CallPilot CCMS CCMA CCMM CCT
VGMC
VGMC
VGMC
Signaling
Server
Nortel server
subnet
VPN
Router
1100
Modem
41
Getting started
Supported switches
Contact Center Manager Server supports the following switches:
Communcation Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
MCS 5100 and Session Initiation Protocol (SIP)-enabled CS 1000 for SIP-
enabled Contact Center integration

How to use this guide
This guide covers topics such as installing all components of Contact Center
Manager Server, upgrading or migrating the server software, backing up and
restoring data, and 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 and
maintenance. The Getting started section focuses only on the most common
tasks. If the task you want to perform is not listed, use the table of contents or
index to find the information you need.
Where to start in this guide

The following table provides pointers on where to start for common procedures.
If you want to do this Start here
Install the co-resident server Chapter 3, “Install the co-resident server software”
Install the Server Utility Chapter 10, “Install the Server Utility software (stand-
alone)”
Uninstall Contact Center Chapter 14, “Uninstall and reinstall Contact Center
Manager Server Manager Server”
Install and configure the Chapter 13, “Configure and uninstall pcAnywhere”
pcAnywhere 11.5 software
Upgrade from Symposium Call Chapter 5, “Upgrade a co-resident 5.0 to a co-resident

Center Server 6.0 server (same server)”
Migrate from a Contact Center Chapter 7, “Migrate a co-resident server to a new

Manager Server installation to platform”
a new server
Back up and restore Contact Chapter 11, “Back up data”

Center Manager Server data

If you want to do this Start here
Recover your server Chapter 12, “Restore data”
Install and uninstall Chapter 9, “Install and uninstall patches”

Performance Enhancement
Packages (PEPs), Service
Updates (SU), and Service
Update Supplements (SUS)
Understand License Chapter 2, “Licensing”

Management
Start and stop the Contact Chapter 8, “Manage the server”
Manage security on the Contact Chapter 16, “Manage security”

Monitor events on the Contact AppendixC, “Alarms and events”
Use Server Utility software Chapter 10, “Install the Server Utility software (stand-
alone)”
Troubleshoot Contact Center AppendixF, “Troubleshoot and support”

Manager Server problems

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 need 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 NTP number
Planning and Nortel Contact Center Manager 297-2183-934

engineering guidelines, Planning and 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)
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 Manager 297-2183-212

configuration and Server Technical Requirements and
requirements Operating System Configuration
Guide


Server Technical Requirements and
Operating System Configuration
Guide for the co-resident server

Administration Technical
Requirements and Operating System
Configuration Guide
Nortel Communication Control 297-2183-215
Toolkit Server Technical
Requirements and Operating System
Configuration Guide
Nortel Contact Center Multimedia 297-2183-214
Server Technical Requirements and
Operating System Configuration
Guide
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 co-resident Server

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
Installation and Maintenance Guide
Nortel Media Application Server 297-2183-227

Installation and Configuration Guide
for Contact Center 6.0
Scripting Nortel Contact Center Manager 297-2183-930

Scripting Guide for Communication
Server 1000/Meridian 1 PBX

Scripting Guide for Communication
Server 2x00/DMS

Database Integration User Guide
Administering Contact Nortel Contact Center Manager 297-2183-927

Centers Administrator’s Guide

Supervising Contact Nortel Contact Center Manager 297-2183-928

Centers Supervisor’s Guide
Reporting Nortel Contact Center Historical 297-2183-914
Reporting and Data Dictionary
Handle 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. However,
before contacting Nortel for support, consult the Troubleshooting section of this
guide.
Finding the latest updates on the Nortel Web site

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

www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is
located at www.nortel.com/helmsman.
Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Support
Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
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:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to
the appropriate support specialist. To locate the ERC for your product or
service, go to:
www.nortel.com/erc
Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor
or reseller.


Chapter 2
Licensing
In this chapter
Overview 54
Nodal and Corporate licensing 55
About the license file 60
Install License Manager 68
Configure the License Manager 74
Change the license file 77
Uninstall License Manager 88
Licensing grace period 92
License Manager statistics 97
Other licensing 99

Licensing Standard 6.14
Overview
The License Manager controls the licensing of Contact Center. The License
Manager provides central control and administration of application licensing for
all of the elements of Contact Center Release 6.0.
You can choose Nodal Licensing mode for a single Contact Center installation
or Corporate Licensing mode for a network of Contact Center installations.
You can also maintain a secondary License Manager, which takes over the
licensing if the primary License Manager fails.
This chapter describes the Nodal and Corporate Licensing modes, how to
interpret your license file, how to install and configure the License Manager for
your contact center, and the licensing grace period.

January 2008 Licensing
Nodal and Corporate licensing
Before installing Contact Center Manager Server, you must know whether you
are going to use Nodal or Corporate Licensing. You must also decide which
server would be least affected by the real-time operation of the License
Manager.
Nodal licensing—The options in the license file apply to a single
installation of Contact Center Manager Server, Contact Center Manager
Administration, Contact Center Multimedia, and Communication Control
Toolkit.
Corporate licensing—The options in the license file apply to a network of
Contact Center Manager Server, Contact Center Manager Administration,
Contact Center Multimedia, and Communication Control Toolkit servers.
Nodal licensing
When you choose Nodal licensing, all licensing options for the applications in
the Contact Center node are in a single license file that is managed by the
License Manager.
The following diagram shows an example of the Nodal licensing architecture. A

single License Manager is responsible for the node. The License Manager co-
resides with the Contact Center Manager Server application.


Corporate licensing
You can use Corporate Licensing to distribute licenses to multiple servers so
they can share licenses from a single pool.
Example
You have two sites: Galway and Auckland. Both sites have 100 Voice Agents.
The License Manager is installed co-resident with the Galway Contact Center
Manager Server. When the day starts, all of the voice agents in Galway request
licenses from the license server. One hundred licenses are issued in Galway. As
Galway closes, the Auckland day starts. As the Galway agents log off, the
licenses are made available for the agents in Auckland.
In this example, you require only 100 Voice Agent licenses to share across the
two sites.
Each license that the License Manager grants to the Contact Center Manager
Server, Contact Center Manager Administration, Contact Center Multimedia, or
Communication Control Toolkit is refreshed by the respective application. This
ensures that licenses are always returned to the License Manager pool if the
applications fail. The refresh mechanism requires an available network
connection to the License Manager.
The following diagram shows a Corporate licensing architecture with a primary

and secondary License Manager.


Managing two License Manager servers

In a Corporate Licensing environment, you can configure two License Manager
ervers: a primary License Manager and a secondary License Manager. Only one
License Manager can be active at one time. The primary License Manager
actively maintains the licenses.The secondary License Manager runs as a
standby License Manager to provide redundancy in a corporate environment.
You can configure the secondary License Manager as the Standby License
Manager for the Contact Center License Manager components so that it is not
actively used for licenses unless the active License Manager fails.
Configure your preferred active License Manager as the primary License

Manager.
For Corporate License applications, Nortel recommends that you install the
primary License Manager software on the NCC.
Install the secondary License Manager on any Contact Center Manager Server
that does not contain the primary License Manager, including the NCC. You
cannot install the primary and secondary License Manager software on the same
server.
The following conditions apply:

You cannot configure a Standby License Manager in a Nodal licensing
environment.
Do not use the Standby License Manager for load balancing issues.

About the license file
The License Manager available in Contact Center Release 6.0 uses a new license
key structure. The License Manager license file replaces all the existing
Symposium keycodes. The License Manager offers flexible licensing options
and supports licensing of features at the node (Nodal License) or network
(Corporate License) level.
The license file provides a single point of administration for licensing and
includes multiple keycodes for Contact Center Manager Server, Contact Center
Manager Administration, Contact Center Multimedia, and Communication
Control Toolkit. This single file reduces the number of separate keycodes that
you must maintain. If you require additional features or if your requirements
change, you can upload a new license file, containing the new licensing
information, to the server and replace the existing licensing file.
You can find the license file in the D:\Nortel\lm\bin folder on the server. The
license file is called plservrc.
ATTENTION
A corporate license file can only be generated from the Nortel
server subnet Network Interface Card (NIC) MAC address.
The nodal license file can be generated from either the Nortel
server subnet NIC MAC address or the CS 1000/Meridian 1
serial ID.
Corporate license file

A license key in the product name identifies the Corporate License. For
example, in LM_CCS300C, the last letter C indicates a Corporate License.
In Corporate Licensing mode you can use a secondary License Manager for
redundancy. Both the primary and secondary License Managers can use the
same license file.

Nodal license file

Nodal Licensing indicates that the licenses are distributed only to that node. You
cannot share licenses. A license key in the product name identifies the Nodal
License. For example, in LM_CCS300N, the last letter N indicates a Nodal
License.
Reading the license file

A license file contains a number of license keys. Each license key supports a
different license feature.
When a secondary License Manager is specified for a feature, two license keys
appear. Each license is keyed against the MAC address of the two License
Manager servers.
A license key consists of an encrypted license and a comment detailing the

components of the license.
Example
zELLH+XobsdLTU48vNDHy8/
NzBR0ZGxqyUCE8Omk49D7E3HpZ4ECA8eHIzqWcNN2ug5XGRuaGlpKSg
== # LM_CCS300C 6.0 00:11:25:3e:11:78 Identifier (1) 60 secs
The number sign (#) denotes a comment.
Component Description
LM_CCS300C Feature ID. The Corporate Networking package.
6.0 Release of the product.

00:11:25:3e:11:78 License identifier.
Identifier Information field.
(1) Number of licenses available.
60 secs Refresh rate. If the License Manager does not receive

a refresh message within this time, it releases this
license, and issues it to another client.

Viewing the license file configuration

Use this procedure to view the license file information, including which licenses
are validated in your contact center.
1 On the server where the License Manager is installed, from the Start
menu, click All Programs > Nortel Contact Center > License Manager >
Configuration.
Result: The License Manager Configuration dialog box appears. Use this
dialog box to verify the IP address of the License Manager files (primary
and secondary) and the License Manager port number.

2 Click View Licenses.

Result: The CCMS Package Features dialog box appears listing the
available licenses.
3 Click OK.
4 Click Cancel to exit the License Manager Configuration dialog box.
Interpreting the license file

Contact Center Release 6.0 includes package, agent, and feature licensing.
Package licensing
The license file includes the following package types:
CCS200—The base package
(The Network-skilled Based Routing feature is not included in the base
package.) You must select this package for SIP installations.
CCS300—The networking package
CCS350—The Network Control Center package

These packages are available in both the Nodal Licensing (N) and Corporate
Licensing (C) modes.
Agent licenses
Agent licenses determine the number of agents that can log on to Contact
Center. Agent licenses are available for both Nodal and Corporate Licensing.
Licensing is available for the following types of agents:

voice agent
video agent (SIP only)
outbound agent
e-mail agent
Web communications agent
Feature licenses
The following feature licenses are available:
Open Queue (not supported co-resident with SIP)
Universal Networking (not supported co-resident with SIP)
Standby Server
Outbound (not supported co-resident with SIP)
Report Creation Wizard (supported with SIP)
Licensed features
This section describes some of the licensed features in Contact Center.
Open Queue
With Open Queue, you can queue voice and multimedia contacts in Contact
Center Release 6.0 and then route the contacts to agents using the Contact
Center Agent Desktop. Configure Open Queue using the Contact Center
Manager Server Setup Configuration utility.
Universal Networking
Universal Networking is the networking between Communication Server 1000/
Meridian 1 PBX systems and Communication Server 2x00/DMS systems.

Universal Networking refers to the following features:

Network Skill-based Routing between all switch types supported by
Contact Center Release 6.0
attached data transport during agent-initiated transfers or conferences when
under the control of the Communication Control Toolkit
Configure the Universal Networking feature using the Contact Center Manager
Server Setup Configuration utility.
Standby Server
Use the Standby Server feature to replicate a primary Contact Center Manager
Server database to a Standby Server.
Configure the Standby Server using the Contact Center Manager Server Setup
Configuration utility.
For more information, see the Nortel Contact Center Manager Server
Installation Guide and Maintenance Guide for the Standby Server.
Outbound
Only licensed users can access the Outbound Campaign Manager Tool using
Contact Center Manager Administration.
The Outbound Campaign Manager Tool is only compatible with Contact Center
Multimedia/Outbound.
For more information about the Outbound feature, see the Contact Center
Manager Administrator’s Guide.
Report Creation Wizard

Report Creation Wizard provides a simplified method to customize historical
reports within Contact Center Release 6.0.
Report Creation Wizard is a user-based license. License Manager controls the

maximum concurrent Report Creation Wizard users.
Contact Center Manager Administration includes a one-user license for the

Report Creation Wizard feature. You can order additional licenses in groups of 5
up to a maximum of 25 licenses (that is, 5, 10, 15, 20, or 25 licenses).

For more information about Report Creation Wizard, see the Contact Center
Manager Administration Installation and Maintenance Guide.
License identifiers
License identifiers connect a license file to a particular server or to a particular
installation. For example:
pT0z9b4z++unYkFAwIAZlJKQkVElvfG2lTzUsgCOqLtqtsbWmp6cHZ3dzc0=
# plicd 1.2 00:11:25:3e:11:78 (1) 360 secs
Communication Server 2x00/DMS server

The only identifier allowed for DMS installations is the MAC address for the
Contact Center Manager Server running the License Manager.
The MAC address can be any MAC address of any of the network interface
cards (NIC); however, Nortel recommends that you use the Nortel server subnet
MAC address. If the MAC address does not match the MAC address in the
license file, the Contact Center License Service cannot start.
Communication Server 1000/Meridian 1 PBX server

The serial ID of the Communication Server 1000 server (CS 1000) is the
identifier for Nodal Communication Server 1000/Meridian 1 PBX installations.
You can also use the MAC addresses, but the license file is shipped with a serial
ID rather than the MAC address.
You must enter the serial ID correctly during the installation. If the serial ID
does not match the ID used to generate the license file, the Contact Center
License Manager Server cannot start.
ATTENTION
A corporate license file can only be generated from the Nortel
server subnet NIC MAC address. The nodal license file can be
generated from either the Nortel server subnet NIC MAC
address or the CS 1000/Meridian 1 serial ID.

Communication Control Toolkit server

If you plan to use the Communication Control Toolkit server as a standalone
server (without Contact Center Manager Server), the license identifier is the
MAC address of the server.
If you are using Communication Control Toolkit as part of the Contact Center
solution, use Contact Center Manager Server for the License Manager software.
The MAC address can be any MAC address of the NICs; however, Nortel
recommends that you use the Nortel server subnet MAC address. If the MAC
address does not match the MAC address in the license file, the Contact Center
License Service cannot start.
SIP server
The only identifier allowed for SIP installations is the MAC address of the
Contact Center Manager Server running License Manager.
Mixed Corporate node

In all Corporate installations, even if all servers connect to a Communication
Server 1000/Meridian 1 PBX, servers use the MAC address as the identifier.

Install License Manager
This section provides an overview of the three different kinds of License

Manager installations.
License Manager with Contact Center Manager Server

Use this installation of License Manager if you use the Contact Center Manager
Server database to store the historical statistics for the maximum number of
licenses that are issued in an interval, day, week, and month.
Dedicated installation (without the database)

Use this installation if you are not installing Contact Center Manager Server in
the network. When you choose the dedicated installation, no historical statistics
are collected concerning the license usage.
Dedicated installation (includes the database)

This option is not currently supported.
Installing the License Manager software

Nortel recommends that you install the License Manager on a server on which
you plan to install Contact Center Manager Server, or on a Network Control
Center server; however, you must install the Contact Center Manager Server
application before you install the License Manager.

1 Log on to the server as Administrator.

2 Insert the Contact Center Release 6.0 DVD into the DVD-ROM drive and
wait for it to start. If the DVD does not start, browse to the DVD and run
setup.exe.
Result: The following window appears.

3 Select License Manager and click Install.

Result: The License Manager InstallShield Wizard window appears.
4 Click Next.
Result: The Custom Installation Information window appears.

5 Select the type of installation you require, and then click Next.
Result: The License File location window appears.
6 Click Browse.
7 Navigate to the license file and select it.
license file is named plservrc.

8 When the license file location appears in the box, click Next.
Result: The Ready to Install the Program window appears.
9 Click Begin.
Result: The Installing License Manager window appears showing the
progress of the installation. When the installation is complete, the
InstallShield Wizard Completed window appears.
10 Click Finish.

Installing service updates (SU) and service update supplements

(SUS)
Install the latest SU and SUS after you install the License Manager software.
The latest SU and SUS are not automatically picked up by the License Manager
installation. You can find the latest SU and SUS in the DTR document (DTR-
2005-0392-Global-Rev n).

Configure the License Manager
This section describes how to configure the licensing information for Contact
Center Manager Server after you install the License Manager software.
1 On Contact Center Manager Server, click Start > All Programs > Nortel
Contact Center > Manager Server > Server Setup Configuration.
2 Click the License Manager tab.
3 From the CCMS Package list, select the package and mode (Nodal or
Corporate Licensing).
CAUTION
Risk of malfunction
Make sure that you read the license file (provided by your
. ca
distributor) and that you know which CCMS package you require.
You cannot choose a different package after you configure
Contact Center Manager Server. If you choose the wrong
package, you must reinstall Contact Center Manager Server.

The options in the CCMS package list depend on your installation. Only
packages applicable to your installation choice appear in the list.
The options can include the following:
CCS200N
CCS200C
CCS300N
CCS300C
Result: After you select the package and mode, a list of the CCMS optional
packages appears with a list of extra features that you can select.
4 Select all of the optional features that you purchased.
5 Click View Features to review the features you select.
6 If you are connecting to a Communication Server 1000/Meridian 1 PBX,
enter the serial number of the switch in the Serial Number field.
The serial number must match the serial number in the License file and the
switch serial number.
7 In the Primary License Manager IP box, type the IP address of the
Primary License Manager server.
If you selected the Nodal Licensing package in Step 1, the Contact Center
Manager Server Setup Configuration utility automatically populates the
Primary License Manager Server IP address because the License Manager
server and Contact Center Manager Server must be installed on the same
server. If you selected a Corporate Licensing package, you must enter the
IP address manually.
8 In the Port box, type the port number of the Primary License Manager.
The default port number is 3998. You must have 10 ports to configure
licensing on any server. These 10 port numbers are offset from the base
port number that is set during the License Manager configuration. The
range of ports is 3998 to 4007. If, for example, you want to change the port
number to 20000, the port range is 20000 to 20009.
9 If you have a Secondary License Manager, in the Secondary License
Manager IP box, type the IP address of the Secondary License Manager
server.

The Secondary License Manager is only available for Corporate Licensing.

The IP address of the Secondary License Manager cannot be the same as
the Primary License Manager.
ATTENTION
The IP addresses for the primary and secondary
License Manager must be on the same Nortel server
subnet and the Nortel server subnet must be at the top
of the binding order on the Contact Center Manager
Server and License Manager.
10 In the Port box, type the port number of the Secondary License Manager.
The default port number is 3998. You must have 10 ports to configure
licensing on any server. These 10 port numbers are offset from the base
port number that is set during the License Manager configuration. The
range of ports is 3998 to 4007.
Each application (Contact Center Manager Administration, Contact Center
Multimedia, and Communication Control Toolkit) requires the range of 10
ports.
11 Click OK.

Change the license file
You can use the License Manager Configuration window to locate (or change)
the license file and to change the default port number.
This section provides the steps to:

change the default License Manager port number
change the license file (for upgrading features or numbers of agents)
change from Nodal to Corporate Licensing
If you change the name or IP address of any server on which the License
Manager is installed, you must ensure that you update all of the other Contact
Center servers. For more information, see XREF.
Starting the License Manager

From the Start menu, choose All Programs > Nortel Contact Center >
License Manager > Startup.
Shutting down the License Manager

License Manager > Shutdown.
Changing the License Manager port number configuration

The License Manager uses port 3998 as the default port number. You can
change the default port number; for example, if the default port number is used
by another application or if a specific port number is required because of
firewall restrictions.
1 From the Start menu, choose All Programs > Nortel Contact Center >
License Manager > Configuration.
2 In the License Manager Port Number box, type the new port number.

3 Click OK.
Result: A dialog box appears with the following message: “You must restart
to commit any changes. Restart the License Manager now?”
4 Click Yes.
Result: A dialog box appears indicating that the “Service started
successfully”.
5 Click OK to close the dialog box.
Updating a new license file

Complete this procedure when you receive a new license file to activate the
license file.
ATTENTION
If you are using a secondary License Manager, perform this
procedure on both the primary and secondary License
Manager. There is only one license file and must be used
for both configurations.
You need to reboot the server on which the License Manager is installed if you
change the Licence File to add more features, such as Open Queue.
You do not need to reboot the server on which the License Manager is installed
if:
you use the licence file to change the number of agents allowed to log on
you install a patch that changes the Licence Manager executable file

Configuring the new license file

1 On the server where the License Manager is installed, click Start > All
Programs > Nortel Contact Center > License Manager > Configuration.
2 Click Browse.
Result: The Open dialog box appears.
3 Navigate the file system and locate the new license file.
4 Click Open.
Result: The path for the license file appears in the text box.
5 Click OK.

6 Click Yes to restart the License Manager Server service.

7 Click OK to close the window.
Changing from Nodal to Corporate licensing in a Network Skill Based

Routing (NSBR) environment
Use Corporate Licensing to distribute licenses to multiple servers from a single
license pool. You configure one active License Manager in any server network.
Contact Center 6.0 identifies this as the primary License Manager. You can also
configure a standby License Manager for redundancy in a Corporate License
environment. You configure this License Manager as the secondary License
Manager.
If you configure the server where the primary License Manager server is
installed on the Active Contact Center Manager Server, it does not guarantee
that this server is always active. If you want the primary License Manager on the
Active Contact Center Manager Server, you need to ensure the primary License
Manager server starts while the secondary License Manager is not running. The
primary License Manager does not assume active service when it is started.
For more information about the Active and Standby servers, see the Nortel
Contact Center Manager Server Installation and Maintenance Guide for the
Standby Server.
The following conditions apply to License Manager in a Corporate environment:

You must install License Manager on a Contact Center Manager Server or
NCC server.
Note that NCC is not supported in a co-resident environment where Contact
Center Manager Administration is installed.
You cannot configure a standby License Manager in a Nodal licensing
environment.

Do not use the standby License Manager for load balancing issues.
Corporate and Nodal License sites can exist in the same Contact Center
configuration and are supported by Nortel. This allows you to upgrade to
Corporate License Manager over several maintenance windows.
Default ports 3998 to 4007 need to pass through any firewall between nodes
and the Corporate License Manager site.
Changing from Nodal to Corporate licensing

1 Install License Manager, if it is not already installed.

Note: If your License Manager is installed on the same server as Contact

Center Manager Server, shut down Contact Center Manager Server first. If
you do not, the Contact Center Manager Server services shut down due to
a refresh error.
Result: The License Manager Configuration dialog box appears.
3 Click Browse.
5 Click Open.
6 Click OK.



9 If you have a Secondary License Manager, complete the following steps. If
not, proceed to step 10.
a. Copy the new Corporate License file to the appropriate directory on the
Contact Center Manager Server serving as the host for the secondary
License Manager.
b. Shut down the Contact Center Manager Server services on the
secondary License Manager server. If you do not, the Contact Center
Manager Server services shut down due to a refresh error.
c. From the Start menu, choose All Programs > Nortel Contact Center
> License Manager > Configuration.
d. Click Browse.
e. Navigate the file system and locate the new license file.
f. Click Open.
g. Click OK.
h. Click Yes to restart the License Manager Server service.


i. Click OK to close the window.

10 Run the Server Setup Configuration utility on all Contact Center Manager
Servers.
a. From the Start menu, choose All Programs > Nortel Contact Center
> Manager Server > Server Setup Configuration.
Result: The following window appears. This window can remain open
for up to 30 seconds.
b. If you have a co-resident License Manager, an information box may

appear. If is does, click Continue.
Result: Server Setup Configuration utility initializes.

11 On the License Manager tab, change the package to the corporate
version. For example, if the current package is CCS300N, change to
CCS300C.
12 On the License Manager tab, enter the correct IP information for the
Primary and Secondary License Manager IP address.
13 Click OK.
Result: You are prompted to reboot the server.
14 Click Yes.

15 Update the license file on any additional Contact Center Manager Servers
in the NSBR environment.
a. Shut down the Contact Center Manager Server services on the
appropriate server. If you do not, the Contact Center Manager Server
services shut down due to a refresh error.
b. From the Start menu, choose All Programs > Nortel Contact Center
> License Manager > Shutdown.
c. From the Start menu, choose All Programs > Nortel Contact Center
> Manager Server > Server Setup Configuration.
d. On the License Manager tab, change the package to the corporate
version. For example, if the current package is CCS200N, change to
CCS200C.
e. On the License Manager tab, enter the correct IP information for the
Primary and Secondary License Manager IP address.
f. Click OK.
Result: You are prompted to reboot the server.
g. Click Yes.
Refreshing your server

If a new license file is configured and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new or
standby License Manager server), you must refresh your servers.
ATTENTION
Only the default administrator, Webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager Server.
When you refresh a server, you refresh Contact Center
Manager Server data associated with that server in ADAM,
such as release number, feature list, and networking
information.
1 Log on to Contact Center Manager Administration.

a. Start Internet Explorer.

b. In the Address field, type the server name. For example, http://
<Contact Center Manager Administration server name>.
You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are
configured to use the server name. You can save the Contact Center
Manager Administration server address by adding it to your list of
Internet Explorer Favorites.
c. Press Enter.
If you did not configure the Contact Center Manager Administration
server name as Trusted Site with the relevant ActiveX Download values
selected, the Trusted Sites Warning Message window appears. For
details about configuring the Contact Center Manager Administration
server name as a Trusted Site, see the Nortel Contact Center Manager
Administration Installation and Maintenance Guide.
If you did not install the client version of SOAP 3.0 on the PC, a warning
message appears, notifying you that you must install this software.
If you already configured the Contact Center Manager Administration
server name as a Trusted Site and also installed the client version of
SOAP 3.0 on the PC, the Contact Center Manager Server main logon
window appears.
d. Enter your Webadmin user ID and password in the boxes.
e. Click Login.
Result: The Contact Center Manager Administration main window
appears
2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.
Result: The system refreshes all servers in the system tree. A message
appears in the information bar at the bottom of the window which lists the
refreshed servers and the servers that did not refresh. An entry specifying
the refreshed servers also appears in the Audit Trail.

Uninstall License Manager
Use this procedure to uninstall the License Manager. The procedure consists of
several subprocedures:
Remove each SUS from last to first in Patch Manager.
Remove all SUs and SUSs in Patch Manager.
Remove License Manager in Add or Remove Programs.
ATTENTION
If License Manager is removed, all Contact Center servers
enter the license grace period. A new License Manager is
required for servers to continue to operate after the grace
period ends. Contact Nortel Technical Support for further
assistance.
Removing each SUS from last to first in Patch Manager

1 Log on to the server where the License Manager is installed as
Administrator.
Manager Server > Shutdown.
Result: The Contact Center - Manager Server Shutdown utility window
appears.

3 Click OK.
Result: The utility shuts down all services. The Service Status Log window
appears. This log displays any services that failed to shut down. Click
Recheck to refresh the service status.
If any services are still running:

a. From the Start menu, choose Control Panel > Administrative Tools
> Services to display the Services window.
b. Select any CCMS service with a status of Started.

c. Right-click and select Stop from the menu.
Result: The Status column is blank for this service.

d. Repeat steps b and c until all services are stopped.

Result: The Status column is blank for all services.
e. Close the Services window.
f. Click Recheck to update the status log.
4 After all Contact Center services on the Contact Center Manager Server
are shut down, click Accept on the Server Status Log window to exit the
utility.
5 Log on to the server where License Manager is installed as Administrator.
Removing SUs and SUSs in Patch Manager

License Manager > Patch Viewer.
Result: The Patch Manager for License Manager window appears,
displaying the installed SU and SUSs.
2 Select an SU or SUS and click Read Me.

Result: The Read Me file appears.
3 Read the file for special uninstallation instructions.
4 Close the Read Me file.

5 Click Uninstall Last to remove the last SU or SUS applied.

Attention: Uninstall SUs and SUSs in the order last to first.
Result: A caution window appears.
6 Click Yes to uninstall the patch.
Result: When uninstallation is complete, the Patch Manager License
Manager window appears.
7 Repeat steps 5, 6, and 6 until all SUs and SUSs are uninstalled.
8 Click Exit to close the Patch Manager License Manager window:
You must restart the system to ensure that all the changes take effect.
However, if you plan to perform a complete uninstallation, you do not have
to restart the system.
Removing License Manager

1 From the Start menu, choose Control Panel > Add or Remove
Programs.
Result: The Add or Remove Programs dialog box appears.
2 Select License Manager.
3 Click Remove.
Result: A window appears prompting you to confirm the Remove action.
4 Click Yes.
Result: The License Manager window appears, displaying the progress of
the uninstallation.
When the uninstallation is complete, the Add or Remove Programs window
reappears. This can take a few seconds.
5 Verify that License Manager does not appear in this window.
6 Close all open windows, and then restart the server.
Result: The software is uninstalled.

Licensing grace period
In the event of a communication error between the Contact Center Manager

Server and the License Manager, normal operation of the Contact Center
Manager Server runs for the duration of the grace period.
The grace period duration is equal to 10 days and is accumulative over the
lifetime of the product. On the first occurrence of a communication problem
between the Contact Center Manager Server and the License Manager, 10 days
are available for the Contact Center Manager Server to continue normal
operation. If the problem is resolved in two days, on the next occurrence of a
communication problem, eight days are available to fix the problem.
If, at any stage, the grace period expires, Contact Center Manager Server shuts
down and locked. You cannot restart Contact Center Manager Server without
resetting the grace period.
You can reset the grace period to 10 days at any time. When a communication
error is detected, an event is fired to the Server Utility detailing that an error
occurred, the time already elapsed in the Grace Period, and a lock code that you
must return to Nortel to reset the grace period.
Resetting the Grace Period

1 From the Event Viewer, make a copy of the lock code and send this code
to Nortel Support.
Result: Nortel Support provides you with another code that you must apply
to the Contact Center Manager Server.

2 Launch the Nortel Contact Center License Grace Period Reset application
to apply the new unlock code.
3 Enter the unlock code you received from Nortel Support.

4 Click Apply.
5 Click Exit.
6 Restart the Contact Center Manager Server application.
Note: For Contact Center Manager Server, you must apply separate unlock
codes for the CCMS Control Service and the ASM Service. Repeat steps 1
to 6 for both services.

Within the grace period, you have the same capabilities as if you were the only
client of the License Manager. You can request the maximum licenses that are
available from the License Manager. When communication is reestablished, the
licenses are acquired automatically from the License Manager (if they are
available).
When a licensing error is detected, you must check that the License Manager
service is running, and verify the status of the License Manager server and
network communications. During the grace period, alarms are sent every 6 hours
notifying the time elapsed in the grace period.
If you reestablish communications during the grace period, notification is sent to

the Windows Event Log on the server and the Alarm Monitor. The Alarm
Monitor lists an alarm every 6 hours notifying the time elapsed in the grace
period.
During the grace period, you can shut down, start up, or restart Contact Center
Manager Server without affecting the operation of Contact Center Manager
Server.
Emergency license files

If you cannot fix the connection between the License Manager and Contact
Center Manager Server within the 10-day grace period, contact your Nortel
customer service representative to determine if you need to activate an
emergency license file on your system.
The emergency license file expires after 30 days and is used only to ensure
operation of the Contact Center Manager Server on a temporary basis.
You must install the emergency license file through the License Manager
Configuration tool. If you are using corporate licensing, you may need to change
the Contact Center Manager Server configuration in cases where the License
Manager is installed on a different server than it was previously.
Updating the license file

If you want to upgrade any Contact Center Manager Server, you must update
your license file.

2 Click Browse.

4 Click Open.
5 Click OK.



License Manager statistics
Historical reporting data is produced by the License Manager to support the

analysis and management of concurrent license usage in the network. Historical
data is available in 15-minute intervals on a daily, weekly, or monthly basis.
License utilization is reported on a client basis, with the IP address of the client
used to denote individual clients.
The License Manager reports the following statistics:

Timestamp—The time the data is written to the database.
IP Address—The IP address of the Contact Center Manager Server,
Contact Center Manager Administration, Contact Center Multimedia, and
Communication Control Toolkit.
License identifier—The name of the license.
Maximum allocation during interval—The maximum number of licenses
allocated to the server during the 15-minute interval.
If an interval has 10 licenses issued for a feature, then 10 is written to the

database table. If another 5 licenses are issued in the next interval, then 15 is
written to the database table. However, at the end of the interval, if only 14
licenses were issued, but 15 were issued at some stage during the interval, then a
value of 15 is written to the database.
The data is written to the database on the server on which you installed the
License Manager for each 15-minute interval. These statistics are consolidated
daily, weekly, and monthly.
The License Manager reports any errors in writing data to the database.
The data is stored on a site-by-site basis where the site identifier is the IP address
of the server.
A report template is available to generate reports using this statistical

information. The data is available from the following database views:
iLicenseStat—interval statistics
dLicenseStat—daily statistics

wLicenseStat—weekly statistics
mLicenseStat—monthly statistics
Real-time statistics
The plicmon.exe utility monitors the licenses issued by the active License
Manager. When you run this utility, it takes a snapshot of the licenses issued.

Other licensing
This section provides information about other licensing that is used in Contact
Center.
Media Application Server (MAS) licensing

The MAS license resides on the server on which you plan to install MAS and is
specific to the SIP Contact Center application that resides on the server. Install
this license using the MAS console window. For more information, see the
Nortel MAS Installation and Maintenance Guide.
You can configure the following licenses for MAS:

Advanced SIP Contact Center Service (per port)—Voice Conversation
space, observe, barge-in; Announcements, Tones, and Give RAN/MOH.
Premium SIP Contact Center Service (per port)—Voice Conversation
space, observe, barge-in; Announcements service - Tones, Give RAN/
MOH; Dialog service/Give IVR - advanced treatments including play
prompts, collect digits, Web page push, canned applications like EWT/PIQ,
send IM, and VXML invocation.
SIP Video Contact Center Service (On/off)—Enables video agents and
video streaming treatments.
SIP Contact Center Services CD—Media for installing services on the
MAS.
The SIP-enabled Contact Center MAS software is the only component that is
ordered separately from the other Contact Center components.


part 2
Install the co-resident server
software

Standard 6.14

Chapter 3
Install the co-resident server software
In this chapter
Overview 104
What you need 114
Section D: Preparing the client for CCMA 569

Install the co-resident server software Standard 6.14
Overview
In Contact Center Manager Server Release 6.0 or later, you can install the
following software on the same server:
License Manager
Contact Center Manager Administration
Communication Control Toolkit (optional)
Server Utility (you can install the Server Utility with Contact Center
Manager Server or stand-alone)
LinkPlexer (for use with Communication Server 2x00/DMS switch)
You can install only the Communication Control Toolkit on a server on which
you installed Contact Center Manager Server and Contact Center Manager
Administration. You cannot install Communication Control Toolkit on the
server if you do not install both Contact Center Manager Server and Contact
Center Manager Administration.
If you installed Contact Center Manager Server and Server Utility on the same
computer, and then you install Contact Center Manager Administration, you
must uninstall the Server Utility before you install Contact Center Manager
Administration, and then reinstall it after you install Contact Center Manager
Administration.
For migrations and upgrades, you must select the same switch type on the new
server that is associated with the old server. For example, if you have a co-
resident 5.0 configuration with a Communication Server 1000/Meridian 1 PBX
switch, you cannot upgrade to a co-resident 6.0 configuration with a DMS or
SIP switch.

January 2008 Install the co-resident server software
ATTENTION
When you install the latest Service Update, note
the Administrator account that you use to log on
to the server. If you have multiple Administrator
accounts, ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and any designer
fixes or patches on the server. If you install an
update with one account, and then try to install
the next update or uninstall the current patch
while logged on as a different account, the
installation or uninstallation fails.
For more information about upgrading Contact Center Manager Administration,

see the Contact Center Manager Administration Installation and Maintenance
Guide for Release 6.0.
This chapter is based on the following assumptions:

The hardware platform is Windows Server 2003 and you configure it for
use with the Contact Center Manager Server software.
The switch is correctly installed, operational, and configured for use with
the Contact Center Manager Server software.
Methods of server installation

How you install the server software depends upon the environment in which you
are working.
Method Requirements
Run the installation program Keyboard, mouse, and monitor attached to the server.
from the Contact Center
Release 6.0 DVD-ROM. Use the
DVD-ROM drive that is part of
the hardware platform.

Method Requirements
from a remote DVD-ROM drive Supported only if the remote PC is running Windows
that is accessible over the LAN. 2000 Server or Professional, Windows Server 2003
Nortel does not recommend this Enterprise or Standard, or Windows XP Professional.
method, as network traffic can The path name of the drive that contains the DVD
interfere with proper installation. cannot contain spaces or underscores and must be a
mapped drive using a drive letter, for example, Z:\.
from a remote hard disk copy of A copy of the DVD on a remote hard disk (accessible
the installation DVD. over the LAN from the Contact Center Manager
Nortel does not recommend this Server).
method, as network traffic can The path name of the directory that contains the copy
interfere with proper installation. of the DVD cannot contain spaces or underscores, and
must be a mapped drive using a drive letter, for
example, Z:\CCM.
Installation order
When you install co-resident applications, the installation order is important.
You must always install the Contact Center Manager Server software first,
followed by the License Manager, Contact Center Manager Administration,
Communication Control Toolkit (if applicable), and then the Server Utility.
You do not need to install all co-resident software at once. Instead, you can
install one component and then install the next component later if you want to
work with a co-resident server. For example, you can install Contact Center
Manager Server, and then, when the Contact Center Manager Server installation
is finished, choose Cancel in the window that asks if you want to proceed with
the co-resident installation. When you want to install Contact Center Manager
Administration on this server, insert the Contact Center Manager installation
DVD to begin the installation.

During the operating system installation, you can add the server to an existing
Active Directory domain. Do not add the server to the domain during the
operating system installation. Add the server to the domain after you install the
operating system, Contact Center Manager Server, and Contact Center Manager
Administration.
If you plan to install a co-resident server that includes a Communication Control

Toolkit server, then add the server to a domain after you install the
Communication Control Toolkit software.
With these restrictions in mind, if your company security policy requires that
servers must always be part of a domain and you chose to install a co-resident
configuration, then you cannot delay installing Contact Center Manager
Administration (and Communication Control Toolkit, if applicable) as this
entails having Contact Center Manager Server running on a server that is not
part of a domain. Instead, you must install Contact Center Manager
Administration (and Communication Control Toolkit, if applicable) directly
after Contact Center Manager Server so that you can add the server to the
domain immediately after the installation.
Installation tips
For more information about the installation and configuration for each software
program:
For information about Contact Center Manager Administration, follow the
installation and configuration procedures listed in the Nortel Contact
Center Manager Administration Installation and Maintenance Guide.
For information about installing and configuring Communication Control
Toolkit, see the Nortel Communication Control Toolkit Installation and
Maintenance Guide.
When you install the chosen software, first install the Contact Center Manager
Server software from the Contact Center Manager installation DVD. After the
installation is complete, the installation program then asks if you want to install
Contact Center Manager Administration on the server. When you finish
installing Contact Center Manager Administration, and if you are not installing
Communication Control Toolkit, the system prompts you to restart the server.
However, if you are installing Communication Control Toolkit, then the
installation continues.

Timing
The following installation times provide guidance on the time required for
software installation:
Preinstallation (including operating system installation and configuration):
2.5 hours
Installing the server software: 1 hour (including Communication Control
Toolkit) or 30 minutes (without Communication Control Toolkit)
Postinstallation tasks: 7 hours (with Communication Control Toolkit) or
5.5 hours (without Communication Control Toolkit)
These times can vary depending on the server, network infrastructure, and your
confidence level with the software. The preceding installation times were
obtained on servers with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 2.0 GB
Hard Drive: 80 GB 7200 RPM SATA with no RAID configuration.
DVD Drive: Internal IDE 8X DVD-ROM
Co-residency and your network

When you enable the networking feature, and one Contact Center Manager
Server is co-resident with the Contact Center Manager Administration server,
then you can only use this Contact Center Manager Administration server to
administer the Contact Center Manager Server server with which it resides.
Additionally, if you have a stand-alone Contact Center Manager Administration
server and a co-resident Contact Center Manager Administration server, you can
use the stand-alone Contact Center Manager Administration server to administer
the co-resident Contact Center Manager Server/Contact Center Manager
Administration server, but you cannot use the co-resident Contact Center
Manager Administration server to administer other Contact Center Manager
Servers in the network. The administration of other non-co-resident Contact
Center Manager Servers puts an additional load on the CPU of the co-resident
server (which can affect the Contact Center operation).
Contact Center Manager Administration and Symposium Web Client cannot be

co-resident with the Network Control Center server.

If ADAM replication is enabled on the co-resident Contact Center Manager

Administration server, then this server shares Contact Center Manager
Administration data with all other replication-enabled Contact Center Manager
Administration ADAM instances in your network. For example, if you have a
stand-alone Contact Center Manager Administration server that has a number of
Contact Center Manager Servers configured on it, when this server replicates
with a co-resident Contact Center Manager Administration server, all Contact
Center Manager Servers are also visible on the co-resident server. However,
even though the co-resident Contact Center Manager Administration server
displays these multiple Contact Center Manager Servers, you can use it only to
administer the Contact Center Manager Server with which it resides.
If Contact Center Manager Administration servers have multiple Contact Center

Manager Servers configured on them, you need additional bandwidth. Each
Contact Center Manager Administration server receives multicast data from
each Contact Center Manager Server on the network. This multicast data is then
consolidated and retransmitted out to the network, which can result in sending
out duplicate multicast data over the network.
On a co-resident Contact Center Manager Administration server that is not

replicating, Nortel recommends that you configure only the co-resident Contact
Center Manager Server that it administers. This configuration minimizes the
amount of multicast data that is retransmitted by Contact Center Manager
Administration on to the network by using the multicast filtering feature. This
feature allows Contact Center Manager Administration to transmit only
multicast data for the configured Contact Center Manager Server. You must
note, however, that this is not possible in a scenario where replication is enabled
and more than one Contact Center Manager Server is configured on any of the
replicating Contact Center Manager Administration servers.

The Network Control Center server must be installed on a stand-alone
server; it cannot co-reside with Contact Center Manager Administration on
one server.
If you have multiple Contact Center Manager Administration servers in
your network, the data that you create and store on one server (such as
partitions) is available only on this server; it is not reflected on all Contact
Center Manager Administration servers in your network.

Use Contact Center Manager Administration on a co-resident server

When using Contact Center Manager Administration on a co-resident server that
is also used as a Contact Center Manager Client PC (when you launch a browser
session on the co-resident server and work with Contact Center Manager
Administration), to minimize the level of CPU usage, Nortel recommends that
you limit as much as possible the number of historical reports that you run
(either as needed or scheduled) and the Real-Time Displays that you launch.
Both running historical reports and viewing Real-Time Displays that contain
large amounts of data both cause an increase in the total CPU usage, which can
negatively affect the performance of the co-resident server.
When you use Contact Center Manager Administration on a co-resident server

with an external Contact Center Manager Client PC, the same note about using
the Historical Reporting component applies: to minimize the level of CPU
usage, Nortel recommends that you limit as much as possible the number of
historical reports that you run (either as needed or scheduled) on the co-resident
server.
Nortel recommends that you consult the Capacity Assessment Tool (CapTool)
before using any components on your co-resident server to ensure that the server
meets the requirements of your Contact Center. As of the date of publication, the
CapTool enables you to assess the setup of your co-resident system when
external clients are used.

Multiple language support

The supported languages for servers are shown in the following table.
Traditional
English Japanese Chinese
Windows Server supported supported supported

2003
CCMS supported supported supported
CCMS, CCMA supported supported supported
CCMS, CCMA, supported supported supported

CCT
Apply patches
When you apply a patch or a Service Update to a co-resident server, always see
the Readme file that accompanies the new software for instructions to install the
update and, in particular, guidelines on whether a server restart is required. The
impact of the upgrade for the co-resident system is always documented in the
readme file.
ATTENTION
Do not perform unmanned maintenance on the Contact
Center Manager Server. Nortel recommends the Contact
Center Manager Server administrator supervise all
maintenance activities on the server.

Back up and restore data on a co-resident server

To keep data synchronized between Contact Center Manager Server and Contact
Center Manager Administration on a co-resident server, ensure that whenever
you back up one application, you also back up the other at the same time.
ATTENTION
When you perform a full offline backup of the server, the entire server is backed
up, including both the Contact Center Manager Server and Contact Center
Manager Administration applications. This backup method ensures that the data
between the two applications is always synchronized. You must perform this
type of backup with the third-party backup tool of your choice, ensuring that it is
compatible with Contact Center Manager Server. Nortel does not recommend a
specific tool for its compatibility with Contact Center Manager Server.
Whenever you perform a partial backup of Contact Center Manager Server,

ensure that you also back up Contact Center Manager Administration.
Furthermore, you must store both backups in the same location.
For information about backing up Contact Center Manager Administration, see

the Nortel Contact Center Manager Administration Installation and
Maintenance Guide.
Logging
Contact Center Manager Server provides logging (D:\sysops.log) to track events
associated with any installation, reinstallation, upgrade, or uninstallation
operation. It also tracks fatal errors that interrupt these operations. You can use a
text editor (for example, Notepad) to view the SysOps Event log.

Two types of logging are performed with Communication Control Toolkit:

The Communication Control Toolkit installation log file
(c:\CCT6.0Install.log) tracks events associated with any installation,
reinstallation, upgrade, or uninstallation. The log file also tracks fatal errors
that interrupt these operations.
The Service Update installation log (C:\Program
Files\Nortel\Communication Control Toolkit\Records\service update
name) tracks events associated with any patch install.

What you need
The following checklist contains the software and equipment you need to install
the server software.
Qty Description ✔
1 Contact Center Release 6.0 DVD-ROM
1 License file. This file governs the licensed software features

for the server.
1 Windows Server 2003 (Standard Edition) or (Enterprise

Edition) installation CD-ROM.
Ensure that you have the Installation and Maintenace guides

for Contact Center Manager Server, Contact Center Manager
Administration, and the Communication Control Toolkit
server.

Section A: Preinstallation
In this section
Step 1. Read the relevant documentation to perform a new installation 116
Step 2. Record and check for required installation information 117
Step 3. Install your remote support access tool 123
Step 4. Review system variable paths 138
Step 5. Copy the latest Service Update to the server 139

Step 1. Read the relevant documentation to

perform a new installation
Perform the following tasks:

Read this chapter to understand the steps involved in a new installation.
Check for any updated customer documentation on the Nortel Web site
(www.nortel.com).
ATTENTION
Before you install the Contact Center Manager Server
software, you must read the Nortel Contact Center
Manager Server Technical Requirements and Operating
System Configuration Guide for the co-resident server.
Before you install the Contact Center Manager Adminsitration
software, you must read the Nortel Contact Center Manager
Administration Technical Requirements and Operating
System Configuration Guide.
Complete the Nortel Contact Center Installer’s Roadmap on the Partner

Information Center Web site (www.nortel.com/PIC).
Read the Nortel Contact Center Manager Planning and Engineering
Guide. This guide provides information about the server specifications for
Contact Center Manager Server.
Read the readme files for each application and patch you plan to install.
You can find the readme files for the applications on the DVD in the
various application folders. For example, E:\CCMS contains the readme
file for Contact Center Manager Server and E:\CCMSU contains the
readme file for the Server Utility.

Step 2. Record and check for required

installation information
Use the following checklist to record information required for your Windows
Server 2003 and Contact Center Manager Server installation. You can see this
checklist for specific information during the installation. Some information is in
the Platform Recovery Disk you created. However, it is still a good idea to
record the information for reference.
Step Details ✔
1 Record the server You can reference the following information when
computer and installing Windows Server 2003:
operating system.
Windows Server 2003 licence key
__________________
computer name ___________________________
6–15 characters in length,
First character must be alphabetical,
Allowed: letters and numbers.
Not allowed: spaces, hyphens, and underscores.
administrator password _____________________
workgroup or domain name__________________
type of modem for the server _________________

Step Details ✔
2 Record switch Communication Server 1000/Meridian 1 PBX

information. switch information
Switch name _____________________________
Note: The switch name need not match the
CS 1000/Meridian 1 Host Name. Record it here for
reference only.
Switch customer number ____________________
Switch subnet primary IP address (for example,
192.168.100.50) _________________________
Switch subnet secondary IP address (for example,
192.168.100.60) _________________________
Notes:
Switches with two processors require two IP
addresses. Use the switch primary address for the
primary CPU (core 0), and use the secondary
address for the redundant CPU (core 1). For
smaller switches, such as a Meridian 1 PBX 11C -
Cabinet, you need only the primary address.

Step Details ✔
Ensure that the switch host name, IP name, and net

mask are the same as those displayed by the STAT
ELNK command in LD 137. Ensure that the switch
serial number matches the one delivered with the
license file.
Communication Server 2x00/DMS switch
information
Switch name _____________________________
Switch IP address (for example, 47.9.43.244)
_______________________________________
IP addresses for routers on the ICM connection
between the switch and ELAN subnet
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
Remote host IP address (optional)
___________________________________________
SIP switch information
SIP Proxy IP address (for example, MCS 5100
Application Server IP address)
___________________________________________
SIP CTI server (for example, CS 1000 Signalling
Server)
___________________________________________

Step Details ✔
3 Record the Nortel Record the IP addresses for both Nortel server subnet
server subnet and ELAN subnet connections. The customer’s LAN
information. administrator is the source for IP addresses, subnet
masks, and gateways.
Note: Nortel server subnet and ELAN subnet
addresses must be unique.
Nortel server subnet server
IP address _______________________________
Subnet mask ______________________________
Gateway, description, or name ________________
________________________________________
Nortel server subnet router/gateway IP address
IP address _______________________________
Subnet mask ______________________________
________________________________________
4 Record the Elan ELAN subnet server
subnet server IP
IP Address _______________________________
information.
Subnet mask ______________________________
__________________________________________
ELAN subnet router/gateway IP address

IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔
5 Record the RAS RAS

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
6 Record the voice Voice connection type (Meridian Mail or Call
services information. Pilot___________________
Call Pilot Server IP________________________
Call Pilot Server Port_______________________
7 Record the IP Address _______________________________
replication server
information
8 Record the site Site name __________________________________

information.
Note: For Communication Server 1000/Meridian 1
PBX switches with the Network Skill-Based
Routing feature, the Network Control Center site
name is automatically propagated to servers.
(Networking option only) IP address of RSM server
__________________________________________
New password for NGenDesign account
(a user account for Nortel support.) For security
reasons, do not record the password here.
New password for NGenDist account
(a user account for distributors to provide support).
For security reasons, do not record the password
here.
Modem phone number for the server (for dial-up
connections from the client PC) _________________
__________________________________________

Step Details ✔
9 Check for equipment List of unique names and IP addresses for all
and data required for equipment on both the ELAN subnet and Nortel
the server server subnet
installation.
ATTENTION
When you install the latest Service Update, note the
Administrator account that you used to log on to the
server. If you have multiple Administrator accounts,
ensure that you always use the same account to install or
uninstall Service Updates, Service Update Supplements,
and any designer fixes or patches on the server. If you
install an update with one account, and then try to install
the next update or uninstall the current patch while
logged on as a different account, the installation or
uninstallation fails.
Domain support
Do not add the server to the domain until you install Contact Center Manager
Server. If you server is part of a domain, then remove the server, create a new
user account with local admin privileges, and then log on with new user.

Step 3. Install your remote support access

tool
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center
Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on
page 125. If a previous version of pcAnywhere is installed on the Contact Center
Manager Administration server, consult the Symantec Web site
(www.symantec.com) to find out whether you must uninstall this version before
installing pcAnywhere 11.5.
Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection
for Administration as the remote support tool for all PCs in their network. For
information about enabling Microsoft Remote Desktop Connection for
Administration, see “Enabling Microsoft Remote Desktop Connection for
Administration” on page 137.
Nortel recommends that you install only one of the supported remote access
tools (pcAnywhere or Remote Desktop Connection for Administration) on the
Contact Center Manager Administration server, not both.
Remote Access Services

Remote Access Services (RAS) are supported in the following install
configurations:
Install configuration RAS is supported
CCMA (stand-alone) Yes

CCMS (stand-alone) Yes
CCT (stand-alone) No
CCMA and CCMS (co-resident) Yes
CCMA, CCMS, and CCT (co- No

resident)
RAS and co-residency

If you install Contact Center Manager Server on a co-resident server, RAS is not
enabled. Nortel recommends that you configure a Virtual Private Network
(VPN) connection for the co-resident server. Connecting to the server through
pcAnywhere over a VPN connection is supported on co-resident servers with all
three applications installed—Contact Center Manager Server, Contact Center
Manager Administration, and Communication Control Toolkit.
If Communication Control Toolkit is included in the co-resident installation, in

addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN
through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server

through a modem, problems occur due to a potential conflict when a modem
driver coexists with Communication Control Toolkit drivers on the same server.
One licensed copy of pcAnywhere version 11.5 Host Only is provided on the
Contact Center Manager installation DVD. You can use this software license to
configure the server as the host computer in remote control sessions (that is, the
computer to which remote computers connect).

Installing pcAnywhere 11.5 Host Only

The following steps are general guidelines only. For more complete information,
see the documentation included with the pcAnywhere software.
If you upgrade from a previous version of the software and the installation
wizard asks if you want to preserve configuration data, select No. Configuration
data from previous versions of pcAnywhere is incompatible with pcAnywhere
version 11.5.
CAUTION
Risk of system failure

Before you install pcAnywhere version 11.5, consult the driver
.
manufacturer Web sites for available updates to ensure that the

video drivers on the Contact Center Manager Administration
server PC are current. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, see the pcAnywhere Web site at www.symantec.com.
1 Log on to the Contact Center Manager Administration server as

Administrator.
2 Insert the pcAnywhere version 11.5 CD into the server.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure message box appears. This
occurs because Terminal Services must be in Install Mode before you can
install an application.
4 Click Add or Remove Programs to open the Add or Remove Programs

window.
5 Click Add New Programs.

6 Click CD or Floppy.
7 Click Next.
Result: The program finds the setup.exe file on the CD.
8 Click Next.
Result: The pcAnywhere 11.5 launchpad appears.
9 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This can take a few moments.
10 Click Next.
Result: The License Agreement window appears.
11 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
12 Enter your username and company details, and then click Next.
Result: The Destination Folder window appears.
13 Accept the default location for installing the software, or click Change to
choose a custom location. Then click Next.
Result: The Custom Setup window appears.
14 Accept the defaults in this window, and then click Next.
Note: Nortel recommends that you do not install the Host Administrator and
Host Agent features.
15 Click Install.
Result: The program installs the software. When the program finishes, the
LiveUpdate window appears.
16 Click Next.
Result: The program installs any updates.
17 Click Finish.
18 When the wizard prompts you to register pcAnywhere, click Skip. Then
click Yes when it asks you to confirm your choice.
19 Click Finish when the installation is complete.

Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as Administrator.
2 From the Start menu, choose All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked 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. In this case, you must uninstall
pcAnywhere, update your video driver, and then 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 PC. These caller accounts
restrict usage of pcAnywhere to appropriate users (for example Nortel support
personnel and distributors).
If you are installing Contact Center Manager Administration on a co-resident

server with Contact Center Manager Server, then you can use the installation of
pcAnywhere that is completed through the Contact Center Manager Server
installation. In this case, you do not need to follow the instructions in this
section.
If, during the pcAnywhere configuration, you get a message 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

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
where C is the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties window appears.

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

7 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, ensure that the Allow check box is select beside Full
Control.
8 Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host

If you are using a modem connection with pcAnywhere, you must configure the
modem before you perform this procedure.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and then
3 On the pcAnywhere manager (left side), select the Hosts option.
Result: The Hosts option on the pcAnywhere manager pane is selected.

4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.
5 From the Connection type for this host box, select your modem (if you are
using a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

7 Click Next.
Result: The following Wizard window appears.
8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.

10 Accept the default values in this window, and then click Next.
11 Click Add.
Result: The Identification window appears.
12 In the Login name box, type a name for the caller account. You can
choose any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you typed NGenDist for the login name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.
14 In the Confirm password box, type the same password again.

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account
to identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> window appears.
19 Click the Callers tab.

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties window appears.
21 Click the Privileges tab.

22 Click the Superuser option.
23 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.
24 Click the Security Options tab.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3.
26 Ensure that the Session options are set to Host and Remote, and the
Encryption Level is set to None.

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

are selected.
29 Click Apply to save your settings.
30 Click the Protect Item tab if you want to assign a password to control who
can modify the Network icon settings. 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 a copy of it
in a safe place. If you forget the password, you cannot change
any settings.
31 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.

32 Optionally, repeat steps 4 to 30 to create another caller account of your

choice (for example, NGenDesign).
Tip: If you typed NGenDesign for the login name of the second caller
account, then you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
33 Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later

3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support

access tool
If you installed pcAnywhere 11.5 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. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “Enabling
Microsoft Remote Desktop Connection for Administration” on page 137.
Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
Virtual Private Network (VPN) connection using Nortel VPN Router
(recommended)
or

Microsoft Network and Dial-up Connection for Remote Access Support

connection
For more information about setting up remote support with a VPN, see the
Nortel Contact Center Manager Planning and Engineering Guide.
Enabling 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 On the server, click Start >Control Panel > System.
Result: The System Properties Window appears.
2 Click the Remote tab.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.
Note: For details about using Microsoft Remote Desktop Connection for
Administration, see Microsoft documentation at www.microsoft.com.

Step 4. Review system variable paths
You must meet certain requirements for the system variable paths before you
begin to install the Communication Control Toolkit server software.
Checking the size of the PATH variable

Ensure that the system path variable, including the installation paths added by
Communication Control Toolkit 6.0, is less than 1 kilobyte (Kb). If the PATH
variable is longer than 1 Kb, the Communication Control Toolkit 6.0 installation
fails. Delete unused system paths.
Adding the system variables for %SystemRoot%\System32

Ensure the system variable path includes the following
entry: %SystemRoot%\System32. If the system variable path is not set to this
value, you must add the entry before you install Communication Control Toolkit
6.0.
Modifying the system variable path

1 From the Start menu, choose Control panel > System.
2 Click the Advanced tab.
3 Click Environment Variables.
4 Check the System Variables path for %SystemRoot%\System32.
5 If the system variable is not present, click New. Otherwise, continue with
the product software installation.
6 In the Variable name box, type System.
7 In the Variable value box, type &SystemRoot%\Systm32.
8 Press Enter.
9 Restart the server.

Step 5. Copy the latest Service Update to the

server
Before you install the Contact Center Manager Server software, copy the latest
Service Update (SU) and Service Update Supplement (SUS) to the root of drive
D:\ on the server.
ATTENTION
The installation program automatically installs all the
SU and SUS for the Contact Center Manager Server
located at the root of drive D:\, during installation of
The Contact Center DVD contains an SU shipped with your software. You must
check for a more recent SU on the Enterprise Solutions PEP Library Web site at
www.nortel.com/espl. If the Web site contains a more recent SU, copy it to the
D:\ drive on the server.
Copying the Service Updates to the server

1 Insert the Contact Center Release 6.0 DVD into the DVD-ROM drive.
If you install from a remote DVD or a network shared drive, map the DVD to
a drive letter on the server. The path name of the drive or directory that
contains the copy of the DVD cannot contain spaces or underscores.
2 Navigate to the latest SU folder on the DVD. For example, the path is
Supplementary SU > CCMS_6.0_SU_02, where CCMS_6.0_SU_02 is the
latest SU on the DVD.
3 Copy the contents of the latest SU and the corresponding Readme file to
the root of the server drive D:\ (for example, CCMS_6.0_SU_02.msi and
CCMS_6.0_SU_02_Readme.txt).
Note: If you install a SIP enabled contact center, you must copy SUS0254
to the root of the server drive D:\ as well.


Section B: Installation
In this section
Overview 142
Step 6. Install the Contact Center Manager Server software 143
Step 7. Configure your CCMS settings after the installation (optional) 169
Step 8. Install the License Manager on the co-resident server 190
Step 9. Install the CCMA component on the co-resident server 194
(CS1000) 216
Step 11. Install Communication Control Toolkit software for voice (CS2x00)225
Step 12. Install Communication Control Toolkit software for SIP 234
Step 13. Install the Server Utility 241

Overview
Follow the procedures in this section to install the following software on your
co-resident server:
License Manager
Communication Control Toolkit (optional)
Before you install the server software, ensure that you complete all the required
preinstallation steps.

Step 6. Install the Contact Center Manager

Server software
Follow the procedure in this section to install the Contact Center Manager
Server software.
If you are installing the software from a mapped network drive, ensure that you
can reconnect to the mapped drive after you restart the server. When you map
the drive, ensure you select reconnect at logon.
Installing the co-resident server software

wait for it to autorun. If the DVD does not autorun, then browse to the DVD
and run setup.exe.
Result: The Nortel Contact Center main menu appears.

3 Select the following components:

Select License Manager.
Select Contact Center Manager Administration.
Communication Control Toolkit (optional).
Select Server Utility (you can install the Server Utility with Contact
Center Manager Server or stand-alone)
4 Click Install.
Result: The INSTALLATION ORDER window appears. All of the
components you chose to install appear in the list on this window. If you did
not select the License Manager or the Server Utility components, they do
not appear in the list.

5 Click Start.
Result: The Contact Center Manager Server - InstallShield Wizard window
appears.
6 Click Next.
7 In the Server Type section, select Stand-alone.

8 Select New Installation.

9 Click Next.
Result: The preinstallation checker starts and the Pre-Install Check -
Summary tab window appears.
10 Review the information on the tabs on this window. Nortel recommends

that you fix any errors before you continue the installation. Click Refresh
after any changes to rerun the preinstallation checker.

11 Click OK.
Result: The CCMS Configuration window appears.
12 Perform one of the following tasks:

To enter all of the configuration data before you install the software,
select Enter configuration data now to complete CCMS
configuration automatically.
To enter all configuration data after the installation, select Enter
configuration data when CCMS configuration is run at end of
installation. Click Next and skip to step 45.
ATTENTION If you are installing a SIP-enabled Contact Center, you

must configure Contact Center Manager Server after the
installation is complete. Select Enter configuration data
when CCMS configuration is run at end of

13 Click Next.
14 In the Customer Name box, enter the name of the customer.

15 In the Company Name box, enter the name of the company.

16 Click Next.
Result: The Switch Type window appears.

17 Select the appropriate switch type, and then click Next.

Note: If you select SIP, choose Nortel from the list.
ATTENTION
For migrations and upgrades, you must select the same
switch type on the new server that is associated with the
old server. For example, if you have a co-resident 5.0
configuration with a CS 1000/Meridian 1 switch, you
cannot upgrade to a co-resident 6.0 configuration with a
DMS or SIP switch.
Result: The License Manager Package Configuration window appears.

18 From the CCMS Package list, select the package you require.
CAUTION
Risk of malfunction
Ensure that you read the license file (provided by your distributor)
. ca
and that you know which CCMS Package you require. You cannot
choose a different package after you configure Contact Center
Manager Server. If you choose the wrong package, you must
reinstall Contact Center Manager Server.
Note: You can find the license file in the D:\Nortel\lm\bin folder on the
server. The license file is called plservrc.
19 Chose the optional Contact Center Manager Server packages you need.
Universal Networking—Allows you to use Network Skill-Based Routing
to route voice and multimedia contacts between networked sites in a
mixed switch environment.
Open Queue—Contact Center Multimedia to route multimedia contacts
to agents using the existing scripting and skillset routing features
available for calls.
ATTENTION
You must install and license the Open Queue feature for
Contact Center Agent Desktop (CCAD) to operate in a
voice-only configuration.
Standby Server—Allows a backup server (Standby Server) to run your

Contact Center if the primary server (Active Server) fails. Standby
Server is not supported on co-resident configurations.
20 In the Serial Number box, enter the serial number for the switch.
21 In the Primary License Manager IP box, enter the IP address for server on
which you plan to install the License Manager.
Note: If the License Manager resides on the Contact Center Manager
Server, then enter the IP address for the Contact Center Manager Server.
22 In the Port box, confirm the port number. The default port is 3998.
Note: You can change the Primary License Manager IP address after the
installation is complete.

23 In the Secondary License Manager IP box, enter the Secondary License

Manager IP (corporate only).
Note: You can change the Secondary License Manager IP when the
ATTENTION
The IP addresses used for the Primary and Secondary
subnet and the Nortel server subnet must be top of the
binding order on the Contact Center Manager Server and
License Manager servers.
24 In the Port box, confirm the port number (corporate only). The default port
is 3998.
25 Click View Features to display Package features.
Result: The Package Feature window appears.
26 Check that the features listed match the product you purchased, and then
perform one of the following tasks:
If the information is not correct, you selected the wrong package. Click
OK, and then select the correct package.
If the information is correct, click OK to close the window.

27 Perform one of the following tasks depending on which switch you chose in
step 17:
Option 1
If you selected CS 1000 (M1), the following window appears.
Note: If you selected CS 2x00 (DMS/SL100), continue with “Option 2” on
page 154. If you selected SIP, continue with “Option 3” on page 155.
a. In the Switch Name box, enter the name of the switch.

Valid characters for switch names are A–Z, a–z, 0–9, underscore (_), and
period (.). Switch names must begin with an alphabetical character and
cannot contain spaces. The last character must not be an underscore or a
period. Switch names must not exceed 80 characters in length.
Note: If you are unsure of the correct information, or if you make a mistake,
you can change the switch information after you finish the installation.
b. In the Switch IP Address box, enter the IP address for the switch.
c. In the Switch Customer Number box, enter the customer number for
the switch.
d. Click Next.
e. Go to step 33 on page 156.

Option 2
If you select CS 2x00 (DMS/SL100), the following window appears.

c. In the Network Node box, enter the network node.
d. In the Service ID box, enter the service ID.
e. In the Application ID box, enter the identifier for the application.
f. In the Service Version box, enter the SCAI protocol that you plan to
use as defined by the application.
g. In the Business Group box, enter the name of the business group.
h. In the Linkset Name box, enter the name for the Contact Center
Manager Server as it is known to the switch (uppercase only). The
linkset name creates a logical pathway to the server on the EIU.
i. In the Password box, enter the password for the switch.

j. Click Next.
k. Go to step 33 on page 156.
Option 3
l.
Result: The Voice Services window appears.
Note: If you are using a Communication Server 2x00/DMS switch, this
window does not appear. Proceed to step 34 on page 158.

28 Click Next.
Result: The Local Area Network IP window appears.
29 From the IP Address list, choose the IP address for the Nortel server
subnet.
30 If you use two network interface cards, select the ELAN subnet check box.
OR
Proceed to step 32.
31 From the IP Address list, choose the IP address for the ELAN subnet.
32 Click Next.
If you are not using an integrated voice-processing system (Meridian
Mail or CallPilot), for Voice Connection Type, select Serial, and then
click Next.
If your computer is not configured with COM2, for Voice Connection
Type, select TCP, enter a dummy IP address and port number, and then
click Next.
If you are using Meridian Mail as your voice-processing system, for
Voice Connection Type, select Serial, and then click Next.

If you are using CallPilot, for Voice Connection Type select TCP, specify
the ELAN subnet IP address of the CallPilot server, and then set the
CallPilot Server Port to 10008. Click Next.
Note: Although Contact Center Manager Server is installed on a server
without a COM 2 serial port, the hard-coded dependency in the MAS
Access Link service can cause the Access Link Handler to restart
continuously if you do not configure the COM2 port.
For a Contact Center Manager Server that does not require the ACCESS
Link connection to Meridian Mail, enter a dummy IP address and port
number in the Voice Connection tab.)
Result: The RSM IP Address window appears.

34 In the RSM IP Address box, enter the RSM IP Address that you want to
associate with sending real-time statistical data.
ATTENTION
The IP multicast addresses that you select for RSM sending
and receiving must be within the 224.0.1.0 and
239.255.255.255 range. The default is 230.0.0.1. Check with
your network administrator for acceptable IP multicast
addresses for your specific network.
Note: The RSM IP address must not be confused with the Nortel server
subnet or ELAN subnet addresses of the server.
35 Click Next.
Result: If you selected the Standby Server optional package, the Database
Replication window appears. If you did not select the Standby Server
optional packager, skip to step 37.
36 Enter the details for your replication server, and then click Next.

37 If you selected Open Queue the CCT Server window appears, if you did not
select Open Queue, skip to step 40.
38 If you are using a remote Communication Control Toolkit server, place a

check mark in the Use a remote CCT server checkbox.
39 Keep the default CCT port numbers.
For more information about 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.

40 Wait for the Site Name window to appear.

Result: The Site Name window appears.
41 In the Site Name box, enter the site name for the server.The site name
must not contain spaces or non-alphabetical characters except for -
(hyphen) and _ (underscore). The first character must be a letter. The site
name must be unique and can consist of any combination of a minimum of
6 and up to 15 characters.
42 Click Finish.
Result: The Information window appears.

43 Click Continue.
Result: The Contact Center Manager Server Setup Configuration Utility
Information window appears.

44 Review the tabs and make any changes as required, and then click OK.
45 Click Begin.
Result: The Installing Contact Center Manager Server window appears.
After a few seconds, the Sybase installation window appears. The system
copies the Sybase software files to the server. The Sybase installation
window appears.
Stage 1

The installation of the Sybase software and the Contact Center Manager
Server software continues. The system windows appear showing the
different stages (Stage 1 to 5) of the installation. During Sybase installation,
the server restarts.
Note: If you are prompted to click Continue to complete the installation, do
do now. You need to click Continue a several times.
46 Log on as Administrator.
Result: The installation of the Sybase software and the Contact Center
Manager Server software continues.
Stage 2
Stage 3

Stage 4
The system copies files to drive D.

The system installs the service updates.
Stage 5 (This stage has 6 parts during which the database is created).

If you did not enter your server requirements before the installation, skip
to Step 7. “Configure your CCMS settings after the installation
(optional)” on page 169.
If you entered the configuration information during the installation,
continue with step 48.

48 Wait for the installation to complete.

The Server Configuration Utility window appears.

This utility completes the Contact Center Manager Server installation.
Result: The CCMS installation success window appears.
49 Click OK.
Result: The CCMS PRD window appears.

50 Click Cancel. You can create the Platform Recovery Disk after you install
the remaining of the components on the server (when you complete the
postinstallation tasks).
51 Click No. You can restart the server after you install the remaining
components.
Result: The InstallShield Wizard Completed for Contact Center Manager
Server (CCMS) window appears.

52 Click Finish.
Result: The INSTALLATION ORDER window appears.
53 Continue with the next procedure Step 7. “Configure your CCMS settings
after the installation (optional)” on page 169.
If you choose to skip the optional step, continue with the procedure Step
8. “Install the License Manager on the co-resident server” on page 190.
If you installed the License Manager on a stand-alone server, continue
to Step 9. “Install the CCMA component on the co-resident server” on
page 194.

Step 7. Configure your CCMS settings after

the installation (optional)
Follow this procedure to configure your Contact Center Manager Server

settings.
Configuring your CCMS settings after the installation

1 Wait for the Customer Information window to appear.


4 Click Next.


ATTENTION You can choose SIP only for a new installation.
7 Enter the serial number for the switch.


ATTENTION You must install and license the Open Queue feature for

9 In the Primary License Manager IP box, enter the IP address for the server
on which you plan to install the License Manager.
Note: You can change the Primary License Manager IP address after the
installation.
Manager IP address (corporate only).
Note: You can change the Secondary License Manager IP address after
you install Contact Center Manager Server.
is 3998.




subnet.
OR
If you use two network interface cards, select the ELAN Subnet check box,
and then from the IP Address list, choose the IP address for the ELAN
subnet.
16 Click Next.
step 5 on page 171:

Option 1

Valid characters for switch names are A–Z, a–z, 0–9, underscore (_),
and period (.). Switch names must begin with an alphabetical character
and cannot contain spaces. The last character must not be an
underscore or a period. Switch names must not exceed 80 characters
in length.
Result: If you are unsure of the correct information, or if you make a
mistake, you can change the switch information after you finish the
installation.
the switch.
d. Click Next, and then continue with step 15 on page 174.

Option 2

in length.
b. In the Switch IP Address box, enter the IP address for the switch
c. In the Network Node box, enter the network node information.
d. In the Service ID box, enter the service ID.
f. In the Service Version box, enter the SCAI protocol that you plan to

j. Click Next, and then continue with step 15 on page 174.
Option 3
a. If you selected SIP, the SIP Server window appears.
b. Enter the following information to configure the Local SIP subscriber.

Note: The SIP subscriber is a Contact Center specialized subscriber which
is configured on the MCS 5100 (in the case of a Nortel SIP installation).
The SIP subscriber provides the From Address (address in the SIP CTI
sessions) to offer a link-up status during the initial startup.
Contact Center Name—The user name for the SIP Server Subscriber.
Domain Name—The SIP Domain in which Contact Center Manager
Server resides. Nortel recommends that all SIP addresses are
configured with the same SIP domain, for example, sales@nortel.com
and support@nortel.com.
Password—The password for the SIP Server subscriber.
Local SIP Port —The Nortel server subnet IP Address for Contact
Center Manager Server appears in this read-only box. The default port
number (5060) appears in the next box. Keep the default. This port is
used by Contact Center Manager Server to listen for all inbound SIP
messaging.

Call ID Prefix—The 3-digit configuration parameter for SIP networking.

Do not enter any non-numeric characters (such as spaces).
c. Enter the required information to configure the SIP Proxy Server. The
SIP-enabled Contact Center Manager Server requires a SIP Proxy
Server to which it sends out all outbound SIP INVITEs for Agents. The
role of the Proxy is to resolve the Agent SIP Address to a physical
location for the Agent.
IP Address and Port—The IP address and port number of the MCS
5100 Application Server. The default port number is 5060. Keep the
default.
Network Transport—Communications port for the Target SIP Proxy
(the default is UDP). MCS 5100 supports only UDP.
Firewall or NAT—Identifies if a NAT or Firewall exists between Contact
Center Manager Server and the SIP Proxy Server. Ensure that this box
is not selected.
d. Click Next.
e. Enter the required information for the Default Media Services.

Note: If the server is installed in a domain, you must use the same domain
name for all of the URIs on the Media Services window.

Dialog Service URI—Enter the SIP address of advance media services

for the Nortel Contact Center or MAS for Give IVR, pushing Web pages,
and so on.
CSpace Service URI—All Contact Center calls are conferences
anchored on this service.
Announcement Service URI—Enter the URI for tones, RAN, and
Music.
Maximum MAS Treatments—Displays the maximum number of Media
Treatment Sessions for the SIP-enabled Contact Center Manager
Server.
Locale—Select the geographic location for the server.
f. Click Next.
g. Enter the required information for the SIP Nortel OPI.

PM IP Address—The IP address of the Provisioning Module on MCS.
MCS Service Package—The Service Package configured on MCS.
Class of Service—The Class of Service configured on MCS.
Username—The MCS OPI username used for logging on to the OPI.

Password—The MCS OPI password used for logging on the OPI.

h. Click Next.
i. Check the Use SIP Registration check box, and then enter the requited
information.
In the IP Address and Port boxes, enter the IP Address and Port
number of the MCS 5100 Application Server (for example, enter the
value you entered for the SIP Proxy).
In the Network Transport box, select UDP.
Clear the NAT/Firewall check box.
j. Clear the Use a Presence Server box.
Note: The SIP Contact Center can control the desktop to provide
integrated desktop control for CCAD using SIP CTI. In the Nortel solution,
you can use the CS 1000 Signalling Server to control the CCAD.
k. Check the Use a SIP CTI Proxy Server check box.
In the IP Address and Port boxes, enter the Logical IP Address of the
CS 1000 Signalling Server and keep the default port number (5060)
In the Network Transport box, select UDP.

Clear the NAT/Firewall check box.

l. You must also configure the MCS 5100 using the MCP Console. For
more information, see the MCS 5100 documentation.
m. Click Next and continue with step 15 on page 174.
If you are using a Communication Server 2x00/DMS switch, this window
does not appear. Proceed to step 19 on page 183.

click Next.
Note: If your computer is not configured with COM2, for Voice Connection
click Next.

If you are using CallPilot, for Voice Connection Type select TCP, specify
the ELAN subnet IP address of the CallPilot server, and then the
continuously if you do not configure the COM2 port. For a Contact Center
Manager Server that does not require the ACCESS Link connection to
Meridian Mail, enter a dummy IP address and port number in the Voice
Connection tab.)

ATTENTION
239.255.255.255 range. The default is 230.0.0.1. Check with
Note: The RSM IP address must not be confused with th Nortel server
subnet or ELAN subnet addresses.
20 Click Next.
optional package, skip to step 22 on page 184.


23 In the Site Name box, enter the site name for the server. The site name
24 Click Finish.

25 Click Continue.
26 Review the tabs and make any necessary changes, and then click OK.
If you are installing a SIP-enabled Contact Center, the SIP-specific tabs
appear as well, including SIP Default Media Services, SIP Nortel OPI, SIP
Network, and SIP Server.
Result: The Complete Server Configuration window appears.
27 Click Yes.



29 Click OK.

30 Click Cancel. You can create the Platform Recovery Disk and backup the
database after you install the remaining of the components on the server
(when you complete the postinstallation tasks).
31 Click Finish.

32 Click No. You can restart the server after you install the remaining
components.
33 Continue with the next procedure to install the License Manager.

If you installed the License Manager on a stand-alone server, proceed
to Step 9. “Install the CCMA component on the co-resident server” on
page 194.

Step 8. Install the License Manager on the

co-resident server
Follow the procedure in this section to install the License Manager. The license
file is provided by your distributor. Before you begin ensure that you know
where your license file is stored. You point to your license file when you install
the License Manager (for example D:\ plservrc-20002738).
Installing the License Manager

1 On the INSTALLATION ORDER window, click Continue.

2 Click Next.
3 Select Co-resident Installation (default), and then click Next.


4 Locate the license file. For example, D:\ plservrc-20002738.

5 Click Begin.
Result: The Installing License Manager window appears.

The InstallShield Wizard Completed window appears.
6 Click Finish.
7 Continue with the next procedure to install the Contact Center

Administration component (see Step 9. “Install the CCMA component on
the co-resident server” on page 194).

Step 9. Install the CCMA component on the

co-resident server
ATTENTION
The procedures in this section outline how to install
Contact Center Manager Administration for the first
time. To reinstall Contact Center Manager
Administration, or to upgrade from an earlier version
of Symposium Web Client, you must follow a different
series of steps.
Before you begin the procedures in this step you must complete the following
tasks:
Read the Contact Center Manager Planning and Engineering Guide. This
guide contains important information about the Contact Center 6.0 data
network and how the components of the suite work together.
Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the data that
you need to collect about your network system to complete the Contact
Center Manager Administration installation.
Read and complete the procedures in the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide for the co-resident server. This guide contains
important information about server software and hardware requirements,
and includes procedures for installing and configuring Windows Server
2003 on the application server.
Verify that Internet Information Services (IIS) is installed before you install
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed,
IIS is successfully installed. If IIS does not appear, then you must correctly
install it before you proceed with the Contact Center Manager
Administration installation. For details about installing IIS, see the Contact
Center Manager Technical Requirements and Operating System
Configuration Guide for the co-resident server.

You must have administrator privileges in Windows Server 2003 to install

Contact Center Manager Administration on the Contact Center Manager
Administration server.
ATTENTION
Note the Administrator account that you use to install
Contact Center Manager Administration software, service
updates, service update supplements, or designer fixes and
patches. If you have multiple Administrator accounts, you
must ensure that you always use the same Administrator
account to install or uninstall Contact Center Manager
Administration software, service updates, service update
supplements, or designer fixes and patches. If you attempt
to install or uninstall Contact Center Manager
Administration, future service updates, service update
supplements, or designer fixes and patches using a different
Administrator account, the installation or uninstallation
fails.
Install the Contact Center Manager Administration server software

Contact Center Manager Administration. Click Start > All Programs >
Administrative Tools. If Internet Services Manager is listed, IIS is successfully
installed.
If IIS does not appear, you must correctly installed it before you proceed with
the Contact Center Manager Administration installation. For details on installing
IIS, see the Nortel Contact Center Manager Server Technical Requirements and
Operating System Configuration Guide for the co-resident server.
Installing the Crystal Enterprise 10 Embedded software

To work with the Historical Reporting component in Contact Center Manager
Administration, you must first manually install the Crystal Enterprise 10
Embedded software and the Crystal 10.0 Common Hotfix patch. You must
install this software before you install Contact Center Manager Administration.
Failure to do so halts the Contact Center Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.
1 In Windows Explorer, open the Contact Center Manager installation DVD.
2 Browse to ..\CCMA\CR10_EE.
3 In the CR10_EE folder, double-click the file setup.exe.
Result: The Welcome window appears.

4 Click Next.
Result: The User Information window appears.

6 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.
7 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

8 Click Next.
Result: The system begins installing the software and the following window
appears.
Result: When the installation is finished, the Completed window appears.
9 Click Finish.

10 If you are prompted to restart your server, you must use serman man to set
the services to Manual so that when you restart the server the Contact
Center Manager Server services do not restart.
a. From the Start menu, choose Run.
b. Type D:\nortel\iccm\bin\serman man, and then click OK.
Result: The Contact Center Manager Server services are set to
Manual. When the server is restarted, the services do not start
automatically.
c. When the server restarts, from the Start menu, choose Run.
d. Type D:\nortel\iccm\bin\serman auto, and then click OK
Result: The Startup Type of the services is changed back to
Automatic.
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center Manager installation DVD.
Installing Crystal 10.0 Common Hot fix patch

You must install the Crystal 10.0 Common Hotfix patch after you install the
Crystal Enterprise 10 Embedded software, and before installing Contact Center
Manager Administration.
ATTENTION
After you install the Crystal 10.0 Common Hot fix and
install Contact Center Manager Administration, you must
install the Crystal Reports 10.0 Hot fix found on the
Contact Center Manager installation DVD in the following
location: Supplementary SU\CCMA\Hot Fixes. For more
information, see “Installing required hot fixes for third-
party software” on page 253.
1 In Windows Explorer, open the Contact Center Manager installation DVD.

2 Browse to ..CCMA/Crystal 10.0 Common Hotfix.
3 In the Crystal 10.0 Common Hotfix folder, double-click the setup.exe file.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch Welcome
window appears.

4 Click Next.
Result: The Legal Disclaimer information appears.
5 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes are stopped during the installation.
6 Read the warning and click Next.
Result: The Select Components screen appears.
7 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
8 Read the information and click Next.
Result: Windows appears informing you of the services that are stopped.
After the installation is complete, a message box appears asking if you
want to view a readme file.
9 Select Yes or No, depending on your preference
Result: A dialog appears prompting you to restart your services.
10 Click Yes.
Result: The InstallShield Wizard Complete window appears.
11 Click Finish.

Installing the Contact Center Manager Administration software

Note: If you need to restart the CCMA installation, open Windows Explorer,
right-button click on the Contact Center Manager installation DVD and
choose Run. On the Installer main menu, select Contact Center Manager
Administration.
2 Click Next.
Result: The replication selection window appears.

3 Click No.
a. In the User Name and Organization boxes, type the appropriate

information.
b. To set up access restrictions for this Contact Center Manager
Administration installation, click one of the options in the Install this
application for section.
Anyone who uses this computer (all users) indicates that you want
anyone who can log on to the computer can also log on to Contact
ATTENTION
Nortel recommends that you click Anyone who uses this
computer (all users). Failure to do so can prevent users
who have authorization to use Contact Center Manager
Administration from using the Contact Center Manager
Only for me (<user name>) indicates that you want only a user with
your username and password can log on to Contact Center Manager
Administration.

4 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters window appears.
5 In the SOAP Configuration Parameters window, type the URL that you
use to access Contact Center Manager Administration on the Contact

Center Manager Administration server. Enter the URL without the http://
prefix and with less than 24 characters.
ATTENTION The URL in the SOAP Configuration Parameters window

cannot exceed 24 characters. If your Contact Center
Manager Administration server URL exceeds 24
characters (for example, if your site refers to the fully
qualified domain name of the Contact Center Manager
Administration server in the SOAP files), you must enter
a URL less than 24 characters in the SOAP Configuration
Parameters windows during the installation. To update
the SOAP files with the correct Contact Center Manager
Administration server URL that exceeds 24 characters
after the installation, run the ChangeSOAPSrv utility after
you install SU02, SU0201, DP020101, and DP020103 on
the application server. For information about how to run
the ChangeSOAPSrv utility, see the Contact Center
Manager Administration Installation and Maintenance
Guide.
The following list provides additional information about the URL that you
type into this window:
If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
you can accept the default value shown.
If the Contact Center Manager Administration default URL is the
Contact Center Manager Administration server fully qualified host name
(for example, <computer name>.<domain name>.com), you must type
this name. To view the fully qualified domain name of the server, ping
the server computer name. The results of a successful ping include the
fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, you must
type the fully qualified domain name in this window. To view the fully
qualified domain name of the server, ping the server computer name.
The results of a successful ping include the fully qualified domain name.

If you install Contact Center Manager Administration as a virtual

directory on an existing Web site, you must enter either the computer
name or the fully qualified host name as usual; do not type a value that
includes the virtual directory name.
Note: If you use the fully qualified domain name in this window, and if you
add the Contact Center Manager Administration server as a Trusted Site
when configuring Internet Explorer on the client PC, you must also add the
fully qualified domain name as a Trusted Site on each client PC that
accesses the Contact Center Manager Administration server. For more
information about configuring the client PC after installing Contact Center
Manager Administration, see the Contact Center Manager Administration
6 Click Next
Result: If you are performing an installation without replication, the Port
Configuration for ADAM window appears.
ATTENTION
If you are performing an installation with replication
enabled, the Web Site Type window appears and you
must skip step 32 and 33 and proceed directly to the
result in step 34.
Based on the server configuration, the default values in the Port

Configuration for ADAM window vary, as follows:

Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
7 Before accepting these default value in the Port Configuration for ADAM
window, check with your administrator to ensure that these ports are not
used by any other application. If these ports are already used, then ask
your administrator to recommend new port numbers and type them in the
boxes provided.
8 Click Next.
Result: The Web Site Type window appears.
You can install Contact Center Manager Administration as the default Web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing Web site. For more information
about how to determine the type of Web site that best suits your company’s
needs, see the Contact Center Manager Administration Installation and
Maintenance Guide.
Installing Contact Center Manager Administration as the default Web site

a. Click Default and proceed to step step 9 on page 209.
ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
or
Installing Contact Center Manager Administration as a virtual directory on
an existing Web site
a. Click Existing.
b. Click Next.
Result: The Virtual Directory Name window appears with WClient as
the default name.
c. If you want to change the name, type a new name. Do not use an
underscore (_) in the virtual directory name.
Note: The name you choose is the name of the folder in the Default Web
Site tree in IIS.
d. Proceed to step step 9 on page 209.

9 Click Next.

10 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder
location, click Next.

11 Click Next.
ATTENTION Installation ends if you did not install the required third-
party applications prior to installing Contact Center
Manager Administration. An error message box appears
listing the missing software, and the setup wizard closes.
You cannot complete the Contact Center Manager
Administration installation until you install all required
software.
Result: The Installing Contact Center Manager Administration progress

window appears.
Note: The Files in Use window appears and notifies you of files that you
are using or windows that are open that are preventing the Contact Center
Manager Administration installation from proceeding. To continue with the
installation, close the files or windows listed, and then click Retry.
Occasionally, the window notifies you that you must close the Add or
Remove Programs window. In this case, click Retry. If the installation does
not proceed, click Ignore. The installation proceeds.

12 After the program installs the first series of files, the iceAdmin Password
Change window appears, prompting you to type a custom password for the
iceAdmin user account. This user account has full administrative privileges
and is required for proper Contact Center Manager Administration
functionality.
Note: You are required only to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. Because you are
now performing a fresh installation, the Old Password box is unavailable.
13 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see Step 33. “Change
the iceAdmin user account password (optional)” on page 368.

14 In the Confirm Password box, type the password again, and then click OK.
Result: The system ensures that you typed the same password both times,
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
Simple Object Access Protocol (SOAP) templates, the Welcome to the
InstallShield Wizard for ServerSoapInstall window appears.
Note: If the window does not appear, the system automatically starts
installing the SOAP files. In this case, proceed to the next step.

15 The program searches for installed components, and then installs the
required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.
16 Click Finish to exit the setup wizard.

Note: If you are performing an installation with replication, this instance of
ADAM now has all existing data that resides in the ADAM instance with
which it is replicated. From this point on, replication works both ways, with
each computer sharing its ADAM data with the other computer.
Result: The Contact Center Manager Administration Installer Information
message box appears.


If you plan to install either the Communication Control Toolkit or Server
Utility on this computer, click No. Proceed to the next step.
If you do not plan to install any other Contact Center software on the
computer, click Yes. Proceed to Section C:“Postinstallation” on page
247.
18 Click Continue.

Step 10. Install Communication Control

Toolkit for voice and multimedia (CS1000)
This procedure is a continuation from Step 9. “Install the CCMA component on

the co-resident server” on page 194. Complete this procedure to install the
Communication Control Toolkit in a Contact Center environment on a
Communication Server 1000 or Meridian 1 switch with voice and multimedia.
You can install the software with TAPI or CTI-IVR.
To install the Communication Control Toolkit in a Contact Center environment

on a Communication Server 2X00/DMS switch, see Step 11. “Install
Communication Control Toolkit software for voice (CS2x00)” on page 225.
To install the Communication Control Toolkit with SIP in a Contact Center

environment, see Step 12. “Install Communication Control Toolkit software for
SIP” on page 234.
If you do not plan to install Communication Control Toolkit on your co-resident

server, skip to Step 13. “Install the Server Utility” on page 241.
You must close the Microsoft Management Console snap-in, the Performance
Monitor snap-in, and Hyperterminal, and ensure that the Performance Monitor
service is stopped before you install any software.
ATTENTION
Do not install or run the tcmsetup utility on your
Communication Control Toolkit server. If you run the
tcmsetup utility on the Communication Control Toolkit
server at any time, type the following command in a
command prompt window to disable the utility:
tcmsetup /c /d.

Installing the Communication Control Toolkit software

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.
3 Select the Communication Control Toolkit check box.

4 Click Install.
Result: The following dialog box appears.
5 Click Next.
Result: The License Agreement appears.

6 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 agreement, and then click Next.
Result: The Destination Folder dialog box appears.
7 Perform one of the following:

To accept the default directory (Nortel recommended), click Next.

To change the default directory, click Change, enter the new directory
name, and click Next.
Nortel recommends that you accept the default directory. If you choose
another location, some components, such as the Microsoft SQL Server
Desktop Engine (MSDE) and the Communication Control Toolkit
configuration database are not installed in the same directory as the
software.
Result: The Communication Control Toolkit 6.0 Feature Set Options dialog
box appears.

8 Select Contact Center and click Next.

Result: The Contact Center Switch Type dialog box appears.
9 Select Communication Server 1000 (CS1000), and click Next.

Result: The MPS 3.0 Self Service Option dialog box appears.

To install the IVR-CTI package, choose Yes, and click Next.

To continue the installation with the option of installing the IVR-CTI

package at a later time, choose No, and click Next.
Result: The Ready to Install the Program dialog box appears.
11 Click Install to start the installation.

Result: The InstallShield Wizard installs the Contact Center Manager
Server server software.
12 Click Finish.
Result: The Restart message appears.
13 Click Yes to restart the computer.

14 If you chose not to install IVR-CTI, proceed to Step 13. “Install the Server
Utility” on page 241.

15 When the computer restarts, the installation of IVR-CTI begins.

Result: When the installation is complete, the following dialog box appears.
16 Click Finish to complete the installation of IVR-CTI.

17 Click Yes to restart your system.

Result: The installation is complete.
18 From the Start menu, choose Programs > Administrative Tools >
Services.
19 Click Services.
Result: The Services window appears.
20 Make sure the following Communication Control Toolkit services are set to
automatic:
Nortel MPS Service

Nortel RSH Daemon

Nortel License Service
21 Proceed to Step 13. “Install the Server Utility” on page 241.


Toolkit software for voice (CS2x00)

Communication Server 2X00/DMS switch.

on a Communication Server 1000 or Meridian 1 switch with voice and
multimedia, see Step 10. “Install Communication Control Toolkit for voice and
multimedia (CS1000)” on page 216.

environment, see Step 12. “Install Communication Control Toolkit software for
SIP” on page 234.

ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.
5 Click Next.



software.
box appears.


9 Select Communication Server 2x00 (CS2X00), and click Next.

Result: The MPS 3.0 Self Service Options dialog box appears.




If you chose Yes to install IVR-CTI, the following dialog box appears.

If you chose No to install IVR-CTI, the following dialog box appears.
12 Click Finish.




Services.
19 Click Services.
automatic:
Nortel MPS Service
Nortel RSH Daemon


Toolkit software for SIP

Communication Control Toolkit with SIP in a Contact Center environment.


Communication Control Toolkit software for voice (CS2x00)” on page 225.

ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.
5 Click Next.



software.
box appears.
8 Click Contact Center.


10 Select SIP Server, and click Next.

11 Click Next.


13 Click Finish.
Result: The Nortel Contact Center Installation Order window is still shown.
14 Click Finish in the Installation Order window.



Step 13. Install the Server Utility
You can install the Server Utility on the co-resident server or you can install it
on a stand-alone computer. If you plan to install the Server Utility on a stand-
alone computer, you can skip this step and proceed to Step 15. “Install required
hot fixes for third-party software” on page 253.
For more information about installing the Server Utility stand-alone, see “Install
the Server Utility software (stand-alone)” on page 2323.
Installing the Server Utility

Result: The Windows Installer window appears, and then the Server Utility
- InstallShield Wizard window appears.

2 Click Next.
3 In the User Name box, enter your user name.

4 In the Organization box, enter the name of your organization.

5 Click Next.
6 Verify the destination folder, and then click Next.


7 Click Install.
Result: The Server Utility installation progress window appears.
Result: When installation is complete the InstallShield Wizard Completed

window appears.
8 Close the information window.

9 Click Finish.
10 Click Finish.
11 Restart the server to complete the installation.
What is next?
Proceed to Section C:“Postinstallation” on page 247.


Section C: Postinstallation
In this section
Step 14. Install the required CCMS Service Updates 249
Step 15. Install required hot fixes for third-party software 253
Step 16. Download and apply the latest CCMA Service Update 254
Step 17. Change the NGenDist, NGenDesign, or NGenSys passwords 261
Step 18. Add NGen names to pcAnywhere 265
Step 19. Add server to domain (optional) 268
Step 20. Create a Platform Recovery Disk 281
Step 21. Accept the license agreement 285
Step 22. Activate the master scripts 287
Step 23. Verify the success of the installation 288
Step 24. Configure IIS settings for Report Creation Wizard 289
Step 25. Add the IUSR_SWC account as the anonymous user account 293
Step 26. Configure Logon Warning Message (optional) 304
Step 27. Configure Real-Time Reporting 309
Step 28. Configure Emergency Help 318
Step 30. Configure shared folders for Historical Reporting (optional) 332
Step 31. Configure Scripting 363
Step 32. Configure Agent Desktop Display parameters on the server 364
Step 33. Change the iceAdmin user account password (optional) 368
Step 34. Configure language support (other than English) 372
Step 35. Install the XML automated assignments feature (optional) 388
Step 36. Copy latest user guides to the CCMA server 391

Step 37. Configure the IVR-CTI feature (optional) 393

Step 39. Confirm the CCT database installation 406
Step 40. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch 408
Step 41. Configure TAPI for CCT 6.0 with a CS 2x00/DMS switch 442
Step 42. Confirm that the CCT services start 466
Step 43. Configure License Manager Server for CCT 469
Step 44. Configure the Communication Control Toolkit console 473
Step 45. Import and add resources 495
Step 46. Map resources 508
Step 47. Verify the success of the CCT installation 527
Step 48. Communication Control ToolkitCommunication Control ToolkitEnable
Open Queue (optional) 535
Step 49. Install LinkPlexer 545
Step 50. Disable all time synchronization features of the operating system 562

Step 14. Install the required CCMS Service

Updates
Install the required applicable updates for Contact Center Manager Server,
Server Utility and License Manager. You can obtain Service Updates and
Service Update Supplements as follows:
All SU packs and SUSs are available on the Enterprise Solutions PEP
Library Web sites located at www.nortel.com/espl. To register for this Web
site, follow the instructions provided at www.nortel.com/register.
Any SU packs and SUSs that are available at the time of shipping are
included on the DVD with your software.
Before you begin

If you do not plan to install the patches from a DVD, download them from the
Nortel Web site (www.nortel.com/espl) or obtain them from your Nortel
customer support representative.
You must read the readme file associated with each Service Update that you
plan to install.
Installing a patch on the server (SU or SUS)

1 Use the PEP Viewer utility to ensure that the patch (SU or SUS) is not
already installed.
2 Ensure that you closed all applications.
If you are downloading the patch, navigate to the PEP Library Web sites
located at http://www.nortel.com/espl and download the patch you
require.
Locate the patch directory on the DVD, or the directory into which you
downloaded the patch from the Web.
4 Read the readme file associated with the patch.

5 Double-click the <SU _D>.msi or <SUS_ID> file associated with the patch.
6 Click Yes. Review the readme file and then continue with the installation of
the SU.

7 Click Next.
8 Click Install.
Result: The system installs the patch on the server, and then the following
window appears.

9 Click Finish.
10 Click Yes.
Result: The SU is installed.
Install the Sybase Security Alert, Sybase EBF 12326

Install this stand-alone patch from Sybase to address security issues. You must
install this patch after you install Contact Center Manager Server.
The patch is available from the Nortel Web site (www.nortel.com/espl) or from
your Nortel customer support representative.
You must read the Readme file associated with each Service Update you plan to
install. Follow the instructions in the Readme file to install this patch.

Step 15. Install required hot fixes for

third-party software
After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, service updates, service update
supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\ Supplementary
SU\ CCMA\ Hot Fixes located on the Contact Center Manager installation
DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the Web site www.nortel.com/espl
to check for any hot fixes issued since the release of the DVD.
Note: To register for the ESPL Web site, follow the instructions listed at
www.nortel.com/register.

Step 16. Download and apply the latest CCMA

Service Update
This step includes procedures for downloading and applying the latest Service
Update and Service Update Supplements for Contact Center Manager
Administration from www.nortel.com/espl.
For further details about downloading and applying Service Updates, Service
Update Supplements, and Designer Patches, see the Contact Center Manager
Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
Service Updates (SU) are major updates to software releases. They include
new features as well as major changes and fixes to the software. Service
Updates also include all relevant SUS and DP issued since the release of the
last SU. Service Updates are numbered sequentially in the format
CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service Updates for
Contact Center 6.0 are faster to download and install than the Service
Updates for earlier releases because they do not include the entire
application, only the changed or updated portions of the software.
Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download and
install than Service Updates. SUS are numbered sequentially in the format
CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You can
install an SUS only if its corresponding Service Update is already installed.
For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101
and CCMA_6.0_SUS_0102.

Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101,
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a
location and installed on the recommendation of a Nortel support
technician.
The numbers of the Service Updates, Service Update Supplements, and

Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.
For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, and SUS0102.
Designer Patches (DP) address critical issues for specific customers. A DP is

usually posted to a secure location and installed on the recommendation of a
Nortel support technician.

Applying a Service Update or Service Update Supplement
ATTENTION
Administrator account with which you log on to the server. If
you have multiple Administrator accounts, ensure that you
always use the same account to install or uninstall Service
Updates, Service Update Supplements, and Designer Patches
on the server. If you install an update with one account, and
then try to install the next update or uninstall the current patch
while logged on as a different account, the installation or
uninstallation fails.
Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater than 24
characters. In this scenario, the License Manager Service does
not start, and the Service Update installation fails. The
ServerSoapName value exceeds 24 characters when your site
references the Contact Center Manager Administration fully
qualified domain name in the SOAP files, and you enter a
URL of more than 24 characters in the SOAP Configuration
Parameters window during the Contact Center Manager
Administration installation. For information about
troubleshooting this issue, see the Contact Center Manager
You must log on to the Contact Center Manager Administration server as an

administrator or as a user with administrator privileges before you can perform
the following procedure.
Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot
install a patch that is older than an update that is already installed. Likewise, you
cannot install a Service Update Supplement unless the applicable Service
Update is installed.

To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for example,
WinZip).
Applying the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, take note of the
Administrator account used here for future reference. You must always use
the same Administrator account to install or uninstall the Contact Center
Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the Web site www.nortel.com/espl to check for Service Updates
or Service Update Supplements issued since the release of the DVD.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.
7 Click Yes to read the file, or No to proceed directly with the installation.
The readme file can contain important information about the update that
you install, such as a list of dependent patches, any pre- or postinstallation
tasks to perform, or the need to stop any services manually. Nortel
recommends that you read the file before installing the patch.
If you install an older version of a Service Update or Service Update
Supplement than that which is currently installed on the server, the
installation is halted and a notification window appears. Click Cancel to exit
the installation. If you require the older Service Update, manually uninstall
the newer patch, and then run the installation for the older patch again.

8 Click Next.
Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing

Service Update and perhaps some Service Update Supplements, the
system removes these patches before installing the new one. The Installed
patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system finishes removing
them, the installation of the new patch proceeds. See step 9.
The Files in Use window appears if you have files open that the installation
program needs to update. You must close the files shown in the window,
and then click Retry to continue with the upgrade.

9 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.
Based on the contents of the patch, sometimes the system automatically

starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system notifies you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
11 Repeat steps 6-11 to install other Service Update Supplements that
correspond to the latest Service Update.
Result: After all the latest SU and SUS are installed, close all windows and
restart the server.

Step 17. Change the NGenDist, NGenDesign,

or NGenSys passwords
To protect your system from unauthorized access, change the passwords for the
Nortel user accounts as soon as you finish the installation.
NGenDist and NGenDesign are Windows remote access accounts that enable
the distributor or Nortel customer support to remotely log on to the server if
requested by the customer. These accounts are created during the server
software installation. To ensure server security, change the NGenDist and
NGenDesign passwords.
Assigning new passwords

To assign new passwords, you do not need to know the default passwords for
NGenDist and NGenDesign.
Default accounts and passwords

The following Windows accounts are created on the server during the
installation procedure:
NGenSys
NGenDist
NGenDesign
ATTENTION
The on-site installer is instructed to change all default
passwords as part of the on-site installation procedures.
You can change all passwords with the procedures in this
section. Nortel recommends that you change all passwords
regularly to maintain system security.
If server software is reinstalled, the default accounts and
passwords are recreated and passwords must be changed.

Changing the NGenDist, NGenDesign, or NGenSys passwords

You are not required to change the NGenSys password. If you change the
NGenSys password, you must apply the same password change to the Meridian
Application Server (MAS) Backup and Restore service.
2 Click Start > Programs > Administrative Tools > Computer
Management.
Result: The Computer Management window appears.
3 Click Local users and groups, and then click Users.
Result: The Computer Management window displays a list of available
user accounts, including NGenDist and NGenDesign.
4 Right-click NGenDist.
5 Click Set Password.
Result: The Set Password window appears.
6 Click Proceed.
Result: The Properties window appears.
7 In the Password box, type the new password.
Note: Ensure that you use a password that contains a combination of
numbers and letters (see “Password guidelines” on page 2492).
8 In the Confirm Password box, type the same password entered in the
Password box.

9 Click OK.
10 Click OK
11 Repeat steps 4 to 10 for NGenDesign and NGenSys.
12 Select Exit to save changes.
13 Record these passwords and store them in a secure place away from the
server.
If you changed the NGenSys password, continue with the following
procedure.
ATTENTION
When you are finished changing passwords, remember
to log on as NGenSys. You must be logged on as
NGenSys to monitor and manage the server.
Changing the NGenSys password for MAS Backup and Restore

service
This procedure is required only if you change the Windows user account
password for NGenSys.
1 Click Start > Settings > Control Panel > Administrative Tools.
2 Click Services.
3 Scroll to MAS Backup and Restore service, and then select it.
4 From the Action menu, choose Properties.
Result: The Service window appears.

5 Click the Log On tab, and then fill in the Password and Confirm Password
boxes with the current NGenSys password.
Note: Use the same password you assigned to NGenSys in “Changing the
NGenDist, NGenDesign, or NGenSys passwords” on page 262.
6 Click OK.
ATTENTION
When you are finished, remember to log on as NGenSys.
You must be logged on as NGenSys to monitor and
manage the server.
Password security
Write down the new passwords you create, and store them in a safe, secure place
away from the server. Give the passwords only to those who need them.

Step 18. Add NGen names to pcAnywhere
ATTENTION
If your server computer is on a workgroup, complete this
step. If you intend to add your server to a domain, see Step
19. “Add server to domain (optional)” on page 268 for
information about configuring the NGen user groups for
remote access in a domain environment.
Adding NGenDist and NGenDesign to pcAnywhere 11.5

3 On the pcAnwhere manager (left side), select the Hosts option.
4 Click the File menu, and then choose New > Item > Advanced.
Note: Do not use the Wizard option.
Result: The Host Properties: New Host window appears.


Result: The Callers window appears.
6 From the Authentication type list, select NT.

7 Below the Caller list heading, click the New item icon( ).
Result: The pcAnywhere Caller Properties: New Caller dialog box appears.
8 On the Identification page, select the User option.

9 From the Domain list, select the computer name of the server for Contact
Center Manager Server.

10 From the Account list, select NGenDist.

Note: The NGenDist and NGenDesign user accounts are automatically
created on the server as Windows user accounts when you install the
Contact Center Manager Server software. To allow authorized remote
personnel to use pcAnywhere to log on and administer the server with
either account, you must designate these Windows accounts as valid
pcAnywhere caller accounts. By creating this link between Windows and
pcAnywhere, you never need to change the passwords for these accounts
in pcAnywhere; when you change the passwords in Windows, the
information is automatically updated in pcAnywhere to match.
11 Select the Privileges tab.
12 Select the Superuser option.
13 Click OK to save the NGenDist caller account settings.

Result: The Callers tab in the pcAnywhere Host Properties window
reappears.
14 Perform steps 7 to 13 again to add the NGenDesign caller account.

Step 19. Add server to domain (optional)
This step shows you how to add your Contact Center Manager Server to an
existing domain, and perform other necessary tasks to make your server work in
a domain. To perform this step, you need domain administrator’s privileges, or
ask the domain administrator to assign you a domain user account for remote
access.
If you are installing a co-resident server that includes a Communication Control

Toolkit server, some specific scenarios that require the Contact Center Manager
Administration server to be added to an existing domain. For more information,
see the Communication Control Toolkit Installation and Maintenance Guide.
ATTENTION
You must disable Windows Time Service when Contact
Center Manager Server is in a domain.
Add Contact Center Manager Server to your domain

After you install Contact Center Manager Server, you can add your server as a
member of an existing domain.

Adding the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window appears.

3 Select the Computer Name tab.

Result: The Computer Name page appears.

4 To add the server to a domain, click Change.

Result: The Computer Name Changes dialog box appears. You can
change the computer name and its domain or workgroup affiliation.
5 To add the server to an existing domain, select the Domain option, 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.
Result: A dialog box appears asking you for a name and password with
permission to join the domain.
7 Type the name and password in the appropriate boxes.

8 Click OK.
Result: When the system processes your change successfully, a window
appears welcoming you to the domain that you specified.
9 Restart the server when prompted to do so.
Configure the operating system for remote access (domain)

In a Windows Server 2003 Domain environment, you must create a dial-up user
as a Domain user on the Domain controller and assign dial-in access permissions
to this user. When you dial in to the Contact Center Manager Server RAS
configuration, the Domain controller authenticates the user. Because no local
dial-in account is created on the Contact Center Manager Server, the system no
longer uses accounts NGenDist and NGenDesign for dial-up access. However,
after you establish dial-up using the domain user account the pcAnywhere user
accounts can still use the NGenDist or NGenDesign accounts.
Configuring the operating system for remote access (domain)

1 From the Start menu, choose Administrative Tools > Routing and
Remote Access.
Result: The Routing and Remote Access window appears.

2 Right click the Local Server Name, and then select Configure and
Enable Routing and Remote Access.
3 Click Next.
Result: The Configuration window appears.

4 Select Remote Access (dial-up or VPN), and then click Next.

Result: The Remote Access window appears.
5 Click Dial-up and then click Next.

Result: The Network Selection window appears.

6 Select the network connection that represents your Nortel server subnet,
Result: The IP Address Assignment window appears.
7 Select From a specified range of addresses, and then click Next.

Result: The Address Range Assignment window appears.

8 Click New.
Result: The New Address Range window appears.
9 Enter the range of IP addresses that is provided by your domain

administrator, and then click OK.
Result: The Address Range Assignment window appears showing the
address ranges you entered.
10 Click Next.
Result: The Managing Multiple Remote Access Servers window appears.

11 Select No, use Routing and Remote Access to authenticate requests,

Result: The Completing the Routing and Remote Access Server Setup
12 Click Finish.
Result: The Routing and Remote Access service starts and is successfully
installed on your computer.
Set up your user accounts for remote access

After you install the Routing and Remote Access service on your server, you
need to set up your user accounts for remote access. Choose from one of the
following two options.
Option 1: Creating a domain user while using NGenDist account for

pcAnywhere
This option requires that you create a domain user account on the Domain
controller with dial-in access privileges, while retaining the NGenDist or
NGenDesign accounts at a pcAnywhere level.
1 On the Domain controller, create a new Domain user account and allow
dial-in access.

Note: Nortel recommends that you use a user name and password that are
different from NGenDist and NGenDesign. The network administrator is
required to carry out this step. Record the user name and password
carefully as they are required to support the Contact Center Manager
Server remotely.
2 On the Contact Center Manager Server, no changes are required to the
operating system, RAS configuration, server software or pcAnywhere
installation.
3 When you dial into the Contact Center Manager Server, the system
prompts the remote user for a domain user account and password. After
the Domain controller authenticates the domain user account and
password, you can start the pcAnywhere session.The pcAnywhere login
can still use the NGenDist or NGenDesign account.
Note: Because no local record of the Domain user account exists, you
must maintain two user accounts the domain user account and the local
pcAnywhere account.
Option 2: Using the Domain user account for pcAnywhere

controller with dial-in access, as in option 1. However, you also use the same
domain user account instead NgenDist for pcAnywhere access. The NGenDist
or NGenDesign accounts are no longer used at any level.
1 On the Domain controller, create a new domain user account and allow
dial-in access.
different from NGenDist and NGenDesign. The network administrator is
required to carry out this step. Record the user name and password
carefully as they are required for remote support of the Contact Center
Manager Server.
2 On the Contact Center Manager Server, you do not need to make any
changes to the operating system, RAS configuration, or server software
except for the pcAnywhere configuration.
3 On the pcAnywhere configuration, you must select a domain user account
from the Domain controller in the pcAnywhere Add Users window.
Note: You must log to Contact Center Manager Server using an account
with Domain Administrator privileges before you can configure pcAnywhere
users.

Stop and disable the WindowsTime Service (Communication Server

1000/Meridian 1 PBX switch)
If you are using an Communication Server 1000/Meridian 1 PBX switch, you
must stop and disable the Windows Time Service. You do not need to disable
the Windows Time Service if you are using a Communication Server 2x00/DMS
switch or installing a Network Control Center server.
Stopping and disabling the Windows Time Service

1 Check that the Communication Server 1000/Meridian 1 PBX time is within
10 seconds of the Domain Controller time. If the time is not within 10
seconds, adjust the Communication Server 1000/Meridian 1 PBX time to
match the Domain Controller time.
2 Log on to Contact Center Manager Server.
3 On the Windows desktop, right-click My Computer and choose Manage >
Services and Applications > Services.
4 On the right window, right-click Windows Time Service and select Stop.
5 When the Windows Time Service stops, right-click Windows Time Service
again, and select Properties.
6 On the General tab, change the Startup Type to Disabled.
7 Click Apply, and then click OK.
8 On the Computer Management window, check that Windows Time Service
Startup Type is disabled.
9 Close the window.
10 After you install Contact Center Manager Server, check that the
Communication Server 1000/Meridian 1 PBX time is within 10 seconds of
the Domain Controller time. If the time is not within 10 seconds, adjust the
Communication Server 1000/Meridian 1 PBX time to match the Domain
Controller time.

Note: Nortel recommends that the time difference between the

Communication Server 1000/Meridian 1 PBX and the Domain controller
time be kept within a few seconds (+/- 10 seconds). The maximum
difference is five minutes. If you have a difference of more than five
minutes, you can encounter problems with Kerberos authentication. You
must check the time on the Communication Server 1000/Meridian 1 PBX
and the domain to ensure that the 5-minute tolerance is not exceeded.

Step 20. Create a Platform Recovery Disk
When you create a Platform Recovery Disk, the system saves both server and
database configuration data into a series of text files. You must keep an up-to-
date Platform Recovery Disk available in case you need to recover your server
software, database, or both. You also need this disk for upgrade and migration
procedures. Nortel recommends you create a Platform Recovery disk after any
major modifications to the system.
You can create a Platform Recovery Disk on either a floppy disk or a remote
directory on a network computer.
If you want to use a remote computer, you must first map the directory on the
network computer to a network drive on your server. The name of the remote
directory into which you save the Platform Recovery Disk must not contain any
spaces. Spaces in the remote directory name cause errors.
The Platform Recovery Disk contains the following support files:
dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

Creating a Platform Recovery Disk

1 Log on to the server as NGenSys.
Manager Server > Server Setup Configuration.

3 Click the Utilities tab.

4 In the Create Platform Recovery Disk section, perform one of the following
tasks:
Option 1: Saving the Platform Recovery Disk to a floppy disk
a. Insert a blank floppy disk in drive A.
b. Click Create Disk.
Result: The following message appears.
c. Click OK.
Option 2: Saving the Platform Recovery Disk to a remote directory

a. Map a network drive to the remote directory.

Note: The name of the remote directory into which you save the Platform
Recovery Disk must not contain any spaces. Spaces in the remote
directory name cause errors.
b. Click Browse, and then navigate to the mapped network drive.
c. Select the drive, and then click OK.
d. Click Create Disk.
Result: The system creates the Platform Recovery Disk. The following
window appears.
e. Click OK.
Note: The system also checks for database segmentation problems. If it
finds any problems, a message indicating the type of problem appears.
If the system finds a database data segmentation overlapping problem,
then it advises you to contact Nortel customer support before
proceeding with the migration procedure. After customer support fixes
the problem, you must create a new Platform Recovery Disk before
proceeding with the migration.
If the system finds a database log segmentation overlapping problem,
then you can still use the Platform Recovery Disk that you just created.
The system prompts you to shut down the Symposium Call Center
Server services so it can fix the problem. Follow the on-screen prompt
to shut down the services.
5 Click OK. If you used a floppy disk, remove it from the drive, and label it
clearly.
6 Close the Contact Center Manager Server Setup Configuration Utility
window so that the server configuration does not run.
7 Store the Platform Recovery Disk in a safe place.

Step 21. Accept the license agreement
If you installed or upgraded Contact Center Manager Server, you must accept
the licence agreement on the Server Utility before you can log on to the Contact
Center Manager Administration application.
Accepting the license agreement in Server Utility

1 On the Contact Center Manager Server, click Start > All Programs >
Nortel Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login window
appears.
2 Enter the sysadmin User ID, and password, and the server name or IP
address in the boxes.

3 Click OK.
Result: The End User License Agreement window appears.
4 Read the End User License Agreement.

5 Click Accept.
Result: The Change Password window appears.
6 In the Old Password box, type the old password.

7 In the New Password box, type the new password.
8 Confirm the new password, and click OK.
Result: The Server Utility launches.

Step 22. Activate the master scripts
You must have Contact Center Manager Administration installed to activate the
master scripts. For more information about activating scripts, see the Contact
Center Manager Administration Installation and Maintenance Guide.
When you create a new script, or modify an existing inactive script, you must
validate the script manually before it can be activated. For more information
about validating scripts, see the Contact Center Manager Administration
When you change an existing, active script, the system automatically validates
the changes you make when you activate the script again.
Activating the master script

2 On the system tree, click the server containing the script that you want to
activate.
3 Click Script Manager.
Result: The Script Manager window appears, listing all scripts on the
server.
4 Click the Master script.
5 Click File > Activate.
Result: A message box appears, asking you to confirm your choice.
6 Click OK.
Result: The system activates the script. The script’s status changes to
Active when the activation process finishes successfully.

Step 23. Verify the success of the installation
You can verify the success of your installation by making sure that the Contact
Center Manager Server is running.
Verifying the Contact Center Manager Server services

1 Log on to the server NGenSys.
Manager Server > System Monitor.
Result: The System Monitor window appears showing the state of each
Contact Center Manager Server service.
3 Check that all relevant services are in the UP state.
Note: It can take 15 minutes or more for the system to start and for all of
the services to start. If all services do not start, see Section B:“Contact
Center Manager Server problems” on page 3001.
4 Check the Windows Event Viewer again to be sure that no errors occurred
during the restart.

Step 24. Configure IIS settings for Report

Creation Wizard
The task is required in order for the Report Creation Wizard component to
function.
Configuring IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in the
left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
4 In the left pane, click the plus (+) sign next to Default Web Site.

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window appears.

6 Click the Create button to create an application

Result: RCW appears in the Application name box.
7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
11 In the left pane, click the plus (+) sign next to Application Pools.

12 Click on DefaultAppPool.
Result: RCW appears as a default Web site in the right pane.
13 Close all windows to complete the procedure.

Step 25. Add the IUSR_SWC account as the

anonymous user account
You must perform this procedure on Contact Center Manager Administration

servers running Windows Server 2003 after you installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].
You need only to perform this procedure once. If you upgrade Contact Center
Manager Administration after you perform this procedure, you do not need to
perform the procedure again.
The two main parts of this procedure are covered in this section:
You must change the default password for the IUSR_SWC account to a
password of your choice.
Then you must add this user account as the IIS anonymous user account.

Adding the IUSR_SWC account as the anonymous user account

for IIS
1 Click Start > Administrative Tools > Computer Management.
2 In the left pane, click the plus sign (+) beside Local Users and Groups.

3 Click the Users folder.

Result: The list of users appears in the right pane.
4 In the right pane, right-click the IUSR_SWC user account, and then select
Set Password from the menu.
Result: A warning box appears.

5 Click Proceed.
Result: The Set Password for IUSR_SWC window appears.
6 Type the new password for this account, and then confirm the password.
Note: You must take note of the password that you type because you need
it again in Step 20.
7 Click OK.
Result: A window appears confirming that the password is set.
8 Click OK.
Result: The system changes the password. Proceed with the remaining
steps to add the IUSR_SWC account as the anonymous account in IIS.
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
11 In the left pane, click the plus sign (+) beside the Web Sites folder.

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

13 Click the Directory Security tab.
14 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods window appears.

15 Click Browse.
Result: The Select User window appears.
16 Click Advanced.
Result: The lower portion of the Select User window expands.

17 Click Find Now.

Result: The list of all the user accounts configured on the server appears.

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.
19 Click OK.
Result: The Authentication Methods window reappears, with the
IUSR-SWC user account shown, except now the Password box is empty.
20 In the Password box, type the same password that you typed in step 6.

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the box, type iisreset.
27 Click OK.

Step 26. Configure Logon Warning Message

(optional)
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message is not visible unless you configure your message
title and text in the Local Security Policy tool of Windows Server 2003.
If you already have a domain security policy in place with a log-in warning
message configured, you cannot change the log-in warning message using this
procedure. In this case, you must contact your Administrator to change the log-
in warning message.
If you do not want to configure a log-in warning message, proceed to Step

27. “Configure Real-Time Reporting” on page 309.
Configuring your logon warning message

Complete the following procedures to configure the logon warning message.
Configuring your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.
4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.
6 Type your message title into the box.

7 Click Apply.

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
logon: Message text for users attempting to log on.
11 Type your warning message into the box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.

Enabling the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, click the Login Warning Message folder.

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.
4 Ensure that the Use Login Warning Message box is selected. The
message that is displayed is shown in the box as read-only.
Note: Both the title and the text must be configured in the Security Policy
tool for the message to appear. For details, see “Configuring your logon
warning message title and text” on page 304.
5 Click OK.
ATTENTION
The Use Login Warning Message setting is server-specific.
If the Contact Center Manager Server is part of a networked
Contact Center, this setting needs to be set on each Contact
Center Manager Administration server.

Step 27. Configure Real-Time Reporting
For Contact Center Manager Administration’s Real-Time Reporting component

to function properly, you must configure two different IP multicast addresses:
the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)
The Contact Center Manager Administration server sending and receiving IP

multicast addresses must be different.
The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.
The IP multicast address that the server in Contact Center Manager Server uses
to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box.
Multicast compared to unicast data transmission

After you configure the multicast addresses, choose the method by which you
want to receive real-time data on the client PCs: multicast, unicast, or a
combination of both multicast and unicast. Then, when a user launches the Real-
Time Displays, and while the system is retrieving data, an icon appears on the
display, identifying whether the Contact Center Manager Administration server
supports multicast clients, unicast clients, or both multicast and unicast clients.
The unicast communication option applies only to connections between the

Contact Center Manager Administration server and the client PCs. Because the
Contact Center Manager Administration server receives all the raw data from
each server in Contact Center Manager Server through multicast channels, this
network segment must always be multicast-enabled.

In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users in
the non-multicast sections with real-time data.
If you choose, at a later date, to multicast-enable your entire network, you can
do so without upgrading Contact Center Manager Administration.
Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.
This type of data transmission enables users to view nodal Real-Time Displays,
network-consolidated Real-Time Displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.
Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.
Real-Time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, n separate data streams in
operation, which introduces additional traffic on the network.
If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.

Unicast data transmission enables users to view:

nodal Real-Time Displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
both nodal and network-consolidated Real-Time Displays if the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on
client PCs that receive only unicast data.
Configuring Real-Time Reporting

If you are configuring a replicating server, you must ensure that the Real-Time
Reporting Configuration settings on the replicating server match the Real-Time
Reporting Configuration settings on the primary server.

2 In the left pane, under Applications, click Real-time Reporting.

3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties window appears.
4 In the IP Receive Address and IP Send Address boxes, type the correct
address information.

Attention: The IP Receive address in Contact Center Manager

Administration must be the same as the multicast IP address in Contact
Center Manager Server; however, it must be different from the IP Send
address in Contact Center Manager Administration.
ATTENTION If the server in Contact Center Manager Server is part of

a networked Contact Center, all servers in Contact
Center Manager Server within the network must have the
same multicast IP address. The IP Receive address for
Contact Center Manager Administration must match the
common multicast IP addresses of the servers in Contact
Center Manager Server (the address used to send
multicast data).
Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
5 Accept the default values in the Output Rate box (5000) and the Transform
Rate box (1000). You can adjust the default values; however, reducing the
Output Rate value and the Transform Rate value increases the workload
on the Contact Center Manager Administration server.
Note: The fastest rate at which multicast data from Contact Center
Manager Server reaches the end user in Contact Center Manager
Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center
Manager Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs

the Transform Rate at which the Contact Center Manager

Administration server processes data
Example
If the Contact Center Manager Server Multicast Rate is set to 2
seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
server Output Rate is 7 seconds, then the data on the client PC does
not refresh faster than every 7 seconds, regardless of the refresh rate
that the user chose in Real-Time Reporting.
If you want to decrease the length of time required for real-time statistics
to reach client PCs, you can decrease the Output Rate and Transform
Rate values; however, this impacts performance on the Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Capacity Assessment Tool (CapTool) chapter of
the Contact Center Manager Planning and Engineering Guide.
6 Accept the default value in the OAM Timeout box (10000).
ATTENTION You need to increase the OAM Timeout value if the

following situations occur:
You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when a
large amount of data is stored on Contact Center
Manager Server and the network is slow.
Your Contact Center has a large numbers of agents or
skillsets. In this case, it cannot be possible to return a
large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this provides
more time for the partition elements to be collected on a
per-server basis. Nortel recommends that you increase
this value in increments of 10,000 (milliseconds).

7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check
mark, then you disable real-time data packet compression.
8 In the Transmission Options area, click the button beside the transmission
mode that is required for the site. Choose one of:
Multicast only if your network supports multicast traffic (recommended),
and proceed to step 11.
Unicast only if you do not want any multicast traffic on your network, and
proceed to step 9.
Multicast and Unicast if you want to support both transmission types,
9 If you select either Unicast or Multicast and Unicast, the Maximum Unicast
Sessions area appears at the lower section of the window.
10 In the Maximum Unicast Sessions box, type the maximum number of

simultaneous unicast sessions that you want the server to allow.

Note: The value that you type in this box is used to limit the number of
client sessions and, as a result, the network bandwidth usage. Because
each open display adds CPU load on the Contact Center Manager
Administration server, and adds to the overall bandwidth usage on the
network, you must limit the number of client sessions by typing the number
in this box. After this limit is reached, no further unicast real-time
connections are accepted until one of the existing streams is closed. An
error message is logged on the Contact Center Manager Administration
server to indicate the limit is reached, and a message appears on the client
indicating that the connection is not allowed. For guidance on entering the
appropriate value, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
11 Click the Restart Real Time Reporting Service check box to select it.
12 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service restarts successfully.
ATTENTION
Nortel recommends that you take note of your Real-Time
Reporting Configuration settings whenever these settings
are changed (for example, after installing or upgrading
Contact Center Manager Administration). If you need to
restore your Contact Center Manager Administration data,
you must reconfigure these settings manually.

Step 28. Configure Emergency Help
The Emergency Help component functions only if you are using the multicast
communication method from the Contact Center Manager Administration server
to the client PC.
If you are configuring a replicating server, you must ensure that the Emergency
Help Configuration settings on the replicating server match the Emergency Help
Configuration settings on the primary server.
Configuring Emergency Help

Result: The Nortel Applications Configuration window appears.
2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.
5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs. See the
checklist in Step 3. “Install your remote support access tool” on page 123 to
verify the IP Send address that you chose for the Contact Center Manager
Administration server to send Emergency Help data to client PCs (item 16
of the worksheet).
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
ATTENTION
Nortel recommends that you take note of your Emergency
Help Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore
your Contact Center Manager Administration data, you
must reconfigure these settings manually.

Step 29. Configure SMTP and printers for

Historical Reporting (optional)
The step documents the procedures for the following tasks:

1. Configuring SMTP for Historical Reporting
This task is required if you want to send an e-mail notification to report
recipients when the Historical Report component generates a scheduled
report.
2. Configuring printers for Historical Reporting
This task is required if you want to print scheduled historical reports to a
network printer.
Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
To use SMTP, Internet Information Services (IIS) and Microsoft Active

Directory Application Mode must be installed on the Contact Center Manager
Verifying that an SMTP server is installed

Manager.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

After you verify that SMTP is installed, you can configure the SMTP server to
send e-mail notifications from Historical Reporting.
If an SMTP server is not installed, consult the Nortel Contact Center Manager
Administration Technical Requirements and Operating System Configuration
Guide for the procedures to install an SMTP server.
Configuring the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration can send
e-mail notifications.
Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
computer).

3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties window appears.
4 Click the Delivery tab.

Result: The Delivery tab appears.

5 Click Advanced.
Result: The Advanced Delivery window appears.
6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:
<computername>.<domain name>.com
Example: pcbox123.softwarehouse.com
Note: Domain names can include only alphanumeric characters, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the name of the Domain Name Service
(DNS).
8 Click OK.
9 In the Smart host box, type the host name of the Microsoft Exchange
server.
Note: The smart host name can be the name of a valid mail server. Check
the properties of your Microsoft exchange server to find the Smart Host
name, or contact your System Administrator.
10 Click the Attempt direct delivery before sending to smart host check
box.
11 Click the Perform reverse DNS lookup on incoming messages check
box.

12 Click OK to close the Advanced Delivery window.

13 Click the Access tab.
14 Click Authentication.
15 Ensure that the check mark in the Basic authentication check box is
cleared.
16 Ensure that the check mark next to Anonymous Access is selected.
17 Click OK to close the Authentication window.
18 Click Connection.
Result: The Connection window appears.
19 Click All except the list below.
20 Click OK.
21 If you want to track commands that are sent over the network from SMTP
client PCs to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Click the Enable logging check box.
c. Select a format from the Active log format.
22 Click the Messages tab.
23 Ensure that all check boxes are selected.
24 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
25 Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.
Before you set up default printers, you must:

configure a network printer in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server

know the share name of the printer
You have three options for configuring printers to print scheduled historical
reports:
Option 1—Configure the CCMA server to point to a network printer
Option 2—Configure a default network printer that uses the Contact
Center Manager Administration server as the print server
Option 3—Configure a network shared printer connected to a print server
other than the Contact Center Manager Administration server
Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.
You can set up as many printers as your operating system supports. However,
only five scheduled reports are processed simultaneously. The remaining
scheduled reports wait in queue and get processed on a first-in, first-out basis to
provide higher priority to the as needed reports. You can use any of these
printers to print reports and scripts, provided that they are configured according
to one of the following procedures.
Option 1: Configuring a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print as needed and scheduled
historical reports and scripts to a network printer. To do this, you must configure
an LPT port on the Contact Center Manager Administration server to use the
network printer. Then add a local printer on this same LPT port on the Contact
Administrator,
2 Click Start > Run.
3 In the Open box, type cmd to open an MS-DOS prompt.
4 At the prompt, type:
net use <port> [\\<print server name>\<printer’s share name>] /
USER:<print server name>\Administrator /PERSISTENT:YES

Example: If the port is LPT1, the print server name is printserv, the
printer’s share name is HPLaser4, then you type the following command:
net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /
PERSISTENT:YES
Note: The printer’s share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
“The command completed successfully.”
8 On the Contact Center Manager Administration server, set up a local
printer for the same LPT port used in the preceding steps. (In this example,
LPT1 is used.) Click Start >Printers and Faxes.
Result: The Printers and Faxes window appears.
9 Double-click the Add Printer icon.
Result: The Add Printer window appears.
10 Click Next.
Result: The Local or Network Printer window appears.
11 Accept the default so that Local Printer is selected.
12 Clear the Automatically detect and install my Plug and Play printer
check box.
13 Click Next.
Result: The Select the Printer Port window appears.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 3.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate
information for your printer.

17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? window.
19 Click Next.
Result: The Name Your Printer window appears.
20 In the Printer name box, type the name of your printer.
21 Under the question Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.
23 Click Do not share this printer, and then click Next.
Result: The Print Test Page window appears.
24 Click No, and then click Next.
Result: The Completing the Add Printer Wizard window appears.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Contact Center Manager Administration server.
Note: Every time you need to reboot the Contact Center Manager
Administration server, the system prompts you to reconnect the share
connection to this network printer. At the prompt, type the administrator
password for the server on which the printer is configured (the same
password you typed in step 5).
Deleting the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
then you can delete the shared LPT port used for this connection on the Contact
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.

3 At the prompt, type net use, and then press Enter.

Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
the following command:
net use <port name> /delete
where <port name> is the port used for the default network printer
connection (for example, if your port is LPT1, type net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”
Option 2: Configuring a default network printer that uses the

Contact Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.
If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
Contact Center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.
The following procedure is valid for network printers that have a standard
TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card.
1 Click Start > Printers and Faxes.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
4 Accept the default so that Local printer attached to this computer is
selected.

check box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select Create a new port.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.
11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
17 Type the printer name (or accept the default name shown), and then click
Next.
Result: The Printer Sharing Window appears.
18 Accept the default with Share name selected.

19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
22 Click Yes to print a test page.
23 Click Finish.
Option 3: Setting up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure outlines how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).
If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server
2003 CD by clicking Start > Control Panel > Add or Remove Programs >
Add/Remove Windows Components > Other Network File and Print
Services. Click Details, and in the resulting window, select Print Services for
Unix. Click OK to install the utility. When the installation is complete, proceed
with adding the default printer.
3 Click Next.
selected.

check box.
6 Click Next.
7 Click Create a new port.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.
10 In the Name or address of server providing lpd box, type the Domain Name
Service (DNS) name or IP address of the print server.
11 In the Name of printer or print queue on that server box, type the name of
the printer as identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.

Step 30. Configure shared folders for

This step documents procedures for the following tasks:

1. Creating a shared folder for exporting scheduled reports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.
Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.
You have two options for creating this shared folder:

Option 1—You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.
Option 2—You can create a shared folder on the client PC for exporting
scheduled reports.
Option 1: Creating a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

Granting change and read permissions to the scheduled report account (that is
iceAdmin or domain account) provides only a higher level of security. However,
granting change and read permissions to the Everyone group provides more
flexibility because Contact Center Manager Administration users can download
exported report output files from the shared folder without special permissions.
Choose the option that is most appropriate for the security policy of your
organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow
these steps:
Create a folder on the Contact Center Manager Administration server to
store the exported scheduled report file from scheduled reports.
Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
Right-click on the target folder and grant change/read permissions to
Everyone.
For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report is sent. The path must have the
format \\<Contact Center Manager Administration server name>\<shared folder
name>\<file name>, without the file extension. That is, if the Contact Center
Manager Administration server computer name is appsrvr, the shared folder
name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.
Scheduled reports use the local administrator account named iceAdmin or the
domain account set up by the administrator in the iceAdmin Password Change
Utility to run, print and export the scheduled report.

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.
To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

Option 2: Creating a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC.
Scheduled report
Contact Center Manager account (using Steps required to export
Administration server iceAdmin password scheduled report to
configuration change utility) client PC
1 CCMA on a workgroup iceAdmin 1 Create a local iceAdmin

OR account on the destination
PC with the same
CCMA on a network password as on the CCMA
domain server.
2 Grant “Change” and
“Read” permissions to the
iceAdmin account on the
export folder on the
destination client PC.
2 CCMA on a network Domain account 1 The destination client
domain (that is, the CCMA server PC must be on the same
is set up for Domain domain as the CCMA
account for Scheduled server.
Reports) 2 Grant “Change” and
CCMA scheduled report
domain account on the
export folder of the
destination PC.
You can export only scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared
folder on the client PC, and grant change and read permissions to the scheduled
reports account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).

iceAdmin account, follow these steps:
Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
Create a folder on the client PC to store the exported scheduled report
file from the Contact Center Manager Administration scheduled reports.
Grant change/read permissions to the local iceAdmin account on the
folder
When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the
scheduled reports domain account on the client PC, follow these steps:
Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.
This option does not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report is sent.
The path must have the format \\<client PC computer name>\<shared folder
name>\<file name>, without the file extension. Alternatively, you can use the
Browse button to select your shared folder for export file.
For example, to export the Agent Performance report to a shared folder on the
client PC where the client PC computer name is clientpc, the shared folder name
is reports, and the report name is agent, in the Output box, type
\\clientpc\reports\agent.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need access to the
original report template because the imported copy is run from the Contact
However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either as needed or
scheduled), the system checks the network folder in which the original report is
stored to see if any changes exist. If the original report changes, the system
synchronizes these changes with the imported report before running it. This
process is automatic and invisible to the user.
If you changed several original reports after importing them into Contact Center
Manager Administration, you can manually synchronize the changes with the
imported reports all at once by using the Synchronize User Imported Report
Templates window in Contact Center Manager Administration.
In this window, when you click Submit, the system synchronizes the changes
made to all original reports stored in shared folders on a client PC with the
copies stored on the Contact Center Manager Administration server. However,
because this can be a lengthy process (based on the number of reports), to avoid
corrupting any existing reports, Nortel recommends that you click Submit only
when no reports are running.

Before you can use the report synchronization feature, you must set up the
shared folder on the client PC with the appropriate access privileges according
to your organization’s security policy.
ATTENTION
When the Contact Center Manager Administration server
is part of a network domain, the user imported reports
(only when run as scheduled reports) cannot be
synchronized automatically because the Contact Center
Manager Administration server account that is used for
scheduled reports, iceAdmin, cannot have access to the
network directory. In this scenario, to synchronize the
affected user imported reports, follow the procedure “To
manually synchronize changes made to user imported
templates” in the Contact Center Manager Administration
online Help, or run the report as needed whenever the
original report template is modified on the source
network location.
Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from the following list:
Contact Center Manager Administration server is part of a workgroup—If
your server is part of a workgroup, then the client PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup),” on page 339.

Contact Center Manager Administration server is a member of a network

domain—If your server is part of a network domain, then the client PC
must also be a member of the same network domain. Additionally, the
directory security account of the server default Web site must be set to the
network domain account. For details, see “Setting the directory security
account of the server default Web site to the network domain account” on
page 348. After you set the directory security account of the server default
Web site to the network domain account, you can proceed to “Creating a
shared network folder (Contact Center Manager Administration server
member of network domain)” on page 348.
Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
You can share the folder with read permissions for the Everyone account
and enable Guest account on the client PC. For details, see “Option 1:
Sharing the folder with read permissions for the Everyone account and
enable Guest account on the client PC” on page 339.
or
You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center Manager
Administration server). For details, see “Option 2: Sharing the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server)”
on page 343.
Choose the option that best suits your company’s security policy.
Option 1: Sharing the folder with read permissions for the Everyone
account and enable Guest account on the client PC
1 On the client PC, create a folder to store your user-created report
templates.
2 On the client PC, open Windows Explorer.

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

4 Click the Sharing tab.

Result: The Sharing tab window opens.
5 Click the Share this folder option button.

6 Click Permissions.
Result: The Permissions window opens.
7 In the Permissions window, in the Name box, select Everyone.

8 In the lower section of the window, beside Read, select the Allow
checkbox. Do not select any other check boxes.
9 Click Apply.
10 Click OK.
Result: The <folder name> Properties window reappears.
11 Click OK to save your changes and close the <folder name> Properties
window.
12 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
13 In the left pane, click the Local Users and Groups heading.
14 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

15 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.
16 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
17 Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the

IUSR_SWC and iceAdmin accounts (these accounts are used by the
Contact Center Manager Administration server)
If you choose this option, remember that you have to maintain two additional
accounts on the client PC. There are also possible security issues involved since
the Contact Center Manager Administration server uses these accounts to run
the Web site.
To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager


templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the client PC
with the same passwords as those which are used on the Contact Center
Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.
5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant read permissions to both these accounts, as follows:
On the client PC, open Windows Explorer.



19 In the Permissions window, in the Name box, select Everyone (if

available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window.
27 At the bottom of the window, select the check box beside Read in the
Allow column.
28 Click Apply.
29 Perform steps 21 to 28 to add read permissions for the iceAdmin user
account.
window.

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default Web site to the network domain account.
Setting the directory security account of the server default Web site
to the network domain account
This procedure must be completed if you want to create a shared network folder
(Contact Center Manager Administration server member of network domain).
After you set the directory security account of the server default Web site to the
network domain account using this procedure, proceed to “Option 1: Sharing the
folder with read permissions for the Everyone account and enable Guest account
on the client PC” on page 354.

1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, contact your network administrator for
resolution.
9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.

computer).
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.



15 Click Browse.
16 Click Advanced.

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
20 From the list of user accounts, select the network domain account, and
then click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
Result: You are now ready to create a shared network folder (Contact
Center Manager Administration server member of network domain).

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
and enable Guest account on the client PC. For details, “Option 1: Sharing
the folder with read permissions for the Everyone account and enable Guest
account on the client PC” on page 354.
or
You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: Sharing the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server” on page 358.
Choose the option that best suits your company’s security policy.
To perform this procedure, your server and the client PC must be members of
the same network domain. Additionally, the directory security account of the
server's default Web site must be set to the network domain account. If you are
using the IUSR_SWC account, you must replace it with the network domain
account for the IIS directory security. Therefore, you must complete the steps in
the procedure “Setting the directory security account of the server default Web
site to the network domain account” on page 348, before you begin this
procedure.
templates.




7 In the Permissions window, in the Name box, select Everyone

8 In the lower portion of the window, select the check box beside Read in the
Allow column. Ensure no other check boxes are selected in this window.
9 Click Apply.
10 Click OK.
window.
14 Double-click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, is
renamed. If this is the case, you must contact your network administrator.

15 Right-click Guest, and then select Properties.

and then click OK.
Option 2: Sharing the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server
In this procedure, your server and the client PC must be members of the same
network domain. Additionally, the directory security account of the server's
default Web site must be set to the network domain account. If you are using the
IUSR_SWC account, you must replace it with the network domain account for
the IIS directory security. Therefore, you must complete the steps in the
procedure “Setting the directory security account of the server default Web site
to the network domain account” on page 348, before you begin this procedure.

Before you perform this procedure, ask your network administrator which
domain account is used on the Contact Center Manager Administration server
for IIS directory security. The domain account is the account that you need to
use in this procedure.
If you choose this option, you must manually synchronize any changes made to
the original report with the local copy of the report by using the menu option
Report > Synchronize user imported report templates. (For scheduled reports
only. As needed reports can read the templates from the network drive.)
Nortel recommends that you synchronize only the imported report template
when no scheduled reports are running.
1 On the client PC, create a folder to store your user-created report templates




available).
9 Click Add.

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that is used to
join the Contact Center Manager Administration server to the network
domain, and then click OK.
13 Click OK.
14 Select the account at the top of the Permissions window.
Allow column.
16 Click OK.
window.

Step 31. Configure Scripting
To print scripts from the Scripting component, configure a default printer on the
client PC.
Setting up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.
Exporting scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

Step 32. Configure Agent Desktop Display

parameters on the server
The Agent Desktop Display component functions only if you are using the
multicast communication method from the Contact Center Manager
Administration server to the client PC.
To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must
also have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly

Configuring Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.
2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Configure Real-
Time Reporting” on page 3-309.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents who log on to the application reaches
this number, any additional agents who try to log on receive a message
informing them to try again later. If you do not type a value in this box, the
system uses the default value of 1000 agents. The maximum value that you
can type in this box is 3000 agents. For information about performance and
sizing requirements for Contact Center Manager Administration, see the
Contact Center Manager Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that is collected.
Moving window—In moving window mode, statistics shown represent
the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents
be logged on to their phoneset before they can launch Agent Desktop
Display, do not select the check box next to Agents phoneset login required
for ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent sees only data if other agents
are logged on to skillsets to which the agent is assigned.
7 Select the check box next to Disable Automatic ADD Client Upgrade if you
want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents are not prompted to download
the upgrade when an Agent Desktop Display client upgrade becomes
available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you do not set the threshold levels in the Configuration component
of Contact Center Manager Administration or in Contact Center Manager
Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep can occur only once, or click
Continuously to indicate that a beep can occur continuously until the
statistic reaches an acceptable value.
15 Click Save.

Step 33. Change the iceAdmin user account

password (optional)
This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to Step 34. “Configure language support
(other than English)” on page 372.
After you install Contact Center Manager Administration and specify a custom
password for the iceAdmin user account, you can change the password for this
account by performing the procedure in this section.
If you forgot or misplaced the iceAdmin password, then you must reset it. For
details, see Step 33. “Change the iceAdmin user account password (optional),”
on page 368.
ATTENTION
When you install Contact Center Manager Administration,
the Contact Center Manager Administration setup wizard
creates a Windows user called iceAdmin and assigns full
administrative access rights to this user. During the
Contact Center Manager Administration installation, the
setup wizard prompts you to specify the password for this
user. You can change this password after the installation
by performing the following procedure, but you cannot
delete the iceAdmin user account in Windows.If you
delete this user account, then you cannot log on to
Contact Center Manager Administration either as
webadmin or as any other user.

Changing the password for the iceAdmin user account

You must be logged on as a user with administrator privileges before you
perform this procedure.
2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change window appears.

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.
5 In the Old Password box, type the old password for this account.
account.
7 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 option is enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, preform the following steps. If you do not want
to export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

Adding the domain account information

a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.
b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system does not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
9 The system ensures that you typed the same password both times, and
then registers the new password in all required components.

Step 34. Configure language support (other

than English)
If you are only going to work in English across all platforms, then you can skip
this step and proceed directly to Step 35. “Install the XML automated
assignments feature (optional)” on page 388.
If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.
For more information about configuring language support, see the Nortel
Contact Center Manager Administration Installation and Maintenance Guide.
Contact Center Manager Administration supports two levels of language

support:
Solely internationalized environment (other than English)—In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you can handle user inputs (such as agent and supervisor
names that contain non-ASCII characters), and the ability to handle date
and time formats from a different regional time zone.
International and Localized environment (other than English)—In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (Traditional Chinese,
Japanese). You also can handle user inputs (such as agent and supervisor

To configure the server to work in a solely internationalized environment (other

than English), you must complete the following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 375.
2. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “Changing the Windows Regional Settings”
on page 377.
To configure Contact Center Manager Administration to work in an

international and localized environment (other than English), you must complete
the following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 375.
2. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “Changing the Windows Regional Settings”
on page 377.
3. Prepare the Contact Center Manager Administration server for installing
the language pack. For details, see “Prepare the server for installing a
language pack” on page 380.
4. Install the language pack on the Contact Center Manager Administration
server. For details, see “Installing a language pack” on page 380.

5. Change the language preferences in Internet Explorer for the Contact

Center Manager Administration server (only of you are using the Contact
Center Manager Administration server as a client PC). For details,
“Uninstalling a language pack” on page 386.
ATTENTION
When installing and configuring the software on the
Contact Center Manager Administration server, you cannot
install a non-English version of the operating system over
a previously installed English version of the operating
system. Instead, you must ensure that the Contact Center
Manager Administration server is completely clean and
free of all English operating system components before
proceeding with the non-English installation. Failure to
do so results in functionality problems in Contact Center
Using the server in an international and localized environment (other

than English)
If Contact Center Manager Administration is co-resident with other Contact
Center 6.0 applications, certain limitations apply with respect to working in
languages other than English.
On co-resident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.
That is, if you installed Contact Center Manager Administration on a co-resident

server with Contact Center Manager Server and Communication Control
Toolkit, then Contact Center Manager Administration does not support French,
German, Traditional Chinese, or Japanese Windows operating systems. Contact
Center Manager Administration supports only English operating systems.

On co-resident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you installed Contact Center Manager Administration on a co-resident

server with Contact Center Manager Server, then Contact Center Manager
Administration does not support French or German Windows operating systems.
Contact Center Manager Administration supports only English, Traditional
Chinese, and Japanese Windows operating systems.
Language families and compatibility

For Contact Center Manager Administration to function properly, the language
family of the operating systems must be the same across all platforms in the
network—the Contact Center Manager Administration server, client PCs, and
Contact Center Manager Server. That is, the operating systems of each of the
platforms are compatible only if the languages versions of the operating systems
belong to the same language family.
Two language families are recognized by the co-resident server:

Traditional Chinese—This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
Japanese—This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family
Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can view and enter
only Japanese text in Contact Center Manager Administration if you installed
Japanese operating systems on the Contact Center Manager Server, the Contact
Center Manager Administration server, and each client PC.

You must also configure the server in Contact Center Manager Server to handle
Japanese, install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser’s language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
In this scenario, agents in the Contact Center can choose whether they want to
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.
While you can switch from Japanese to English and from English to Japanese,
you cannot switch from Japanese to Traditional Chinese because these
languages belong to different language families.
Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can view
and enter only Traditional Chinese text in Contact Center Manager
Administration if you installed Traditional Chinese operating systems on the
Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC.
You must also configure the server in Contact Center Manager Server to handle
Traditional Chinese, install the Traditional Chinese language pack on the
Contact Center Manager Administration server, and configure the browser’s
language preferences for Traditional Chinese on both the Contact Center
Manager Administration server and client PCs.
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.
While you can switch from Traditional Chinese to English and from English to
Traditional Chinese, you cannot switch from Traditional Chinese to Japanese
because these languages belong to different language families.

Operating systems and the Contact Center Manager Server

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server
Release 6.0 US English software is installed on the US English version, or
the appropriate localized version, of Windows Server 2003.
For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.
Changing the Windows Regional Settings

If you are using either the Japanese or Traditional Chinese versions of Contact
Center Manager Administration, you must change the Regional Settings on the
You must insert the operating system CD in the server before performing this
procedure.

1 On the Contact Center Manager Administration server, click Start >

Control Panel > Regional and Language Options.
Result: The Regional and Language Options window appears.

2 Click the Languages tab.

Result: The Languages tab appears.
3 In the Supplemental language support section, click the check box beside
Install files for East Asian languages.
Result: The system installs the appropriate language files from the
operating system CD.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
5 Click OK to save your changes and close the Regional and Language
Options window.

Prepare the server for installing a language pack

Before you install a language pack ensure that
the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
you installed required language version of Windows Server 2003
Enterprise Edition or Standard Edition for the language packs that you wish
to install.
For example,
Windows Server 2003 Enterprise Edition or Standard Edition Latin 1
language support (or the localized version of the operating system) for
French or German language packs
the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
there exist at least 225 megabytes (MB) of free disk space on the Contact
Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack.
Installing a language pack

The default language setting for the Contact Center Manager Administration
software is English. However, the Contact Center Manager installation DVD
includes separate language packs for:
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
chose.
Follow the procedure in this section to install a language pack on the Contact

After you install a language pack, if you subsequently want to uninstall the
Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software. For more information, see “Uninstalling a language
pack” on page 386.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.
2 In the left pane, click Add New Programs.


3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
4 Click Next.
Result: The Run Installation Program window appears
5 Click Browse to navigate to the location of the language pack that you
want to install. All language packs are in the root directory of the Contact
Center Manager installation DVD, in the Language Packs folder. Navigate
to this folder, and within it, double-click the folder corresponding to the
language pack that you want to install.

6 In this folder, click the .exe file for language pack that you want to install.
For example, to install the Japanese language pack, navigate to the
Language Packs/Japanese Language Pack folder, and then click the
Japanese language pack.exe file.
Result: The path to the correct language pack .exe file appears in the
Open box.
7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.

9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you chose).
Result: The program copies and installs the required files. When it finishes,
the InstallShield Wizard Completed window appears.

10 Click Finish.
Tip: You can view the language packs that you installed on the server by
clicking Start > Control Panel > Add or Remove Programs. The Add or
Remove Programs window lists the language packs installed on the server
and their version numbers.
Uninstalling a language pack

To uninstall a language pack, follow this procedure.
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software.
2 In the Add or Remove Programs window, select the language pack that
you want to uninstall.
3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.

5 The program removes the language pack from the Contact Center
Manager Administration server.

Step 35. Install the XML automated

assignments feature (optional)
The XML Automated Assignments feature lets you simultaneously update

multiple supervisor and skillset assignments by creating a specially formatted
XML file.
This optional feature is used in conjunction with the Contact Center

Management component. If you do not want to install this feature, you are
finished installing and configuring Contact Center Manager Administration.
You can now proceed to Step 36. “Copy latest user guides to the CCMA server”
on page 391.
For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link on
their Web site at www.nortel.com/developer. General information about the
Developer Program, including an online membership application, is also
available on this site.
For overview information and details about using the XML Automated
Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

5 Click Next.
6 Type your username and the name of your organization, and then click
Next.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files
that it cannot parse due to error, or accept the default folders shown. Then
click Next.
8 Click Install to install the program with the settings you chose (click Back to
change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

Step 36. Copy latest user guides to the CCMA

server
Supervisors and administrators can access certain documentation directly

through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection Web site (www.nortel.com/helmsman).
Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.
Copying the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
Contact Center Manager Supervisor’s Guide
Contact Center Manager Administrator’s Guide
Contact Center What is New Guide
Contact Center Manager Network Control Center Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary

Contact Center Scripting Guides

5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
Notes:
Do not change the filenames of the user guides when you copy the guides
into the folder on the application server.
You must download Adobe Acrobat Reader on the client PCs to launch the
guides from the Contact Center Manager Administration server.

Step 37. Configure the IVR-CTI feature

(optional)
Open the IVR-CTI Configuration Program to configure the appropriate IVR-

CTI package to work in your contact center if you installed the IVR-CTI feature.
For more information about configuring other options for the Media Processing
Server, see the MPS with IVR-CTI Configuration and Interfaces Guide
NN44100-503.
To start the MPS Control Center, you must have administrator privileges and log
on to MPS Manager.
1 On the MPS Manager window, click the MPS Control Center icon.
2 Double-click the IPML/CCTIVR Configuration icon.
3 In the MPS Control Center window, select IPML/CCTIVR Configuration

option.

4 In the CCTIVR Configuration Program window, select CCTIVR Base

Package.
5 CCTIVR Base Package provides basic ANI and DNIS to the MPS IVR ports
for answering a call.
6 If you are licensed to attach call data to calls, then choose the TAPI
Integration option.
7 TAPI Integration gives MPS the ability to attach call data to calls that are
transferred to the Contact Center Manager Server.
8 Click Start.
Configuring the Telephony Link Server

Specify the new or existing telephony link server to associate it with a switch.
You must ensure that the CCTIVR Base Package is configured.
1 Open the External Host Interface window.
2 In the Configure External Host Interface window, click Next.

3 In the Telephony Link Server Identifier window, to use an existing link, in

the Select the Logical Identifier box, choose the link and click Modify.
OR
Click Skip.
4 To add a new link, perform the following steps:
a. In the Enter a Logical Identifier box, type a name and click Add.
b. Select Meridian 1.
c. In the Switch IP address box, type the IP address of the Contact

Center Manager Server CLAN. The address is the same as the Host
Address defined on the TAPI Configure database.
d. In the Port number box, type the port of the switch. The value for the
Contact Center connection is 3000, and is the same as the Host Port
number on the TAPI Configure database.
e. In the Application ID box, type a unique name identifying this system
to the switch. Nortel recommends that you use the name of the
Communication Control Toolkit server.

f. In the Customer No. box, type the switch customer number defined in
the Customer Data block. The default is 0. This customer number is the
same as the one defined on the TAPI Configure database.
g. In the Host Name box, accept the default Lanlink.
h. In the Machine ID box, accept the default, SL16.
Configuring the TAPI Server connection to Contact Center TAPI

server
If you selected the TAPI Integration option in the Base Configuration window,
you can specify the new or existing Contact Center link server to associate with
the TAPI server.
If you did not select the TAPI Integration option, skip to “Configuring the CTI
connection to the IVR” on page 399.
2 Open the TAPI Server connection window.

3 To use an existing link, in the Select the Logical Identifier box, choose
the link and click Modify.
4 To add a new link, in the Enter a Logical Identifier box, type a name and
click Add.
5 In the TAPI Server IP Address box, type the host name of the telephony
Link Server running on the socket. The address is the name of the
6 In the Port number box, type the port of the TAPI server. The default value
for the Contact Center connection is 5000, except when Contact Center
Manager Server and Communication Control Toolkit are coresident. The
port number is the same as the port address defined under TAPI Configure
Database > Network/IVR tab.

7 Click Advanced.
8 In the Poll Interval box, type the number of seconds between polls. The
number of seconds must between 10 and 120.
9 In the Request to Timeout box, type the number of seconds before the
request times out. The number of seconds must be between 10 and 300.
10 Ensure the Debug Protocol option is Off.
11 Ensure the Send Call Data option is Yes.
12 In the Call Data Separator box, type the character to use to separate call
data key when sending data to the TAPI server. If you do not want to
separate call data with a delimiter, use 0 (zero).
13 Click Save.
14 Click Save again.
15 Repeat steps 3 to 13 to add other Contact Center Manager Server
Microsoft TAPI links.
16 Click Next.

Configuring the CTI connection to the IVR

Add or modify connections from CTI to the IVR.
1 In the Configure Internal Host Interface window, click Next.
2 To use an existing IVR, in the Select the Existing IVR box, choose the link
and click Modify.
3 To add a new IVR, perform the following steps.
a. In the IVR Host Name box, type the name of the provider application to
use when communication is initiated.
b. In the IVR Number box, type the number that identifies this IVR.

c. Click Add.
4 Select the IVR from the Choose IVR list.

5 In the No. of Records box, type the number of devices that will be added to
the table.
6 In the Start Line No. box, type the starting phone line number.
7 In the Start Device No. box, type the starting device number.
8 In the Device Type box, type the device type for the registered device.
9 Click Add.
10 To add more IVRs, repeat steps 3 – 9.
11 Click Save.

Step 38. Install the latest Communication

Control Toolkit service updates
You must install all required Communication Control Toolkit service updates,
CCT-IVR updates, and supplementary service updates before you start
configuring your server.
You must close the NCCT 6.0 Console, the Performance Monitor snap-in, and
Hyperterminal, and ensure that the Performance Monitor service is stopped
before you install any updates.
Installing the latest service update for Communication Control Toolkit

1 Download the latest service update from the Enterprise Solutions PEP
Library (http://www.nortel.com/espl).
Note: All Communication Control Toolkit, TAPI, and MPS updates are
supplied through the Enterprise Solutions PEP Library
(http://www.nortel.com/espl).
2 Double-click the service update file.
Result: The InstallShield window appears for the update.

3 Click Next.
Result: The Ready window appears.
4 Click Install.

The services stop and restart. The InstallShield Wizard Completed window
appears.
5 Click Finish.

Verifying the Communication Control Toolkit updates on your

computer
1 From the Start menu, choose Programs > Nortel > Communication
Control Toolkit > Nortel Patch Viewer.
2 Verify that you have all of the latest updates of Communication Control
Toolkit designed for the Communication Server 1000/Meridian 1 switch on
your server.
Downloading and installing the latest IVR-CTI patch

If you use IVR-CTI, download and install the latest MPS patch bundle from
www.nortel.com/espl. A bulletin is available with current information about the
patch bundle release.
1 Stop the Nortel MPS services.
2 Download the latest patch bundle.
3 Double-click the patch bundle file.
4 Start the Nortel MPS service.

Verifying the IVR-CTI updates on your computer

Verify the version of the IVR-CTI release.
1 At a DOS prompt, type c:\>perirev.
Result: The output is saved to a file C:\Program Files|Nortel\perirev_out.
2 Open the output file.
3 Review the version of the Patch bundles.

Step 39. Confirm the CCT database

installation
You can verify a successful Communication Control Toolkit database

initialization by checking the contents of the Communication Control
Toolkit.log file.
Confirming the database installation

1 In Windows Explorer, open the folder: C:\Program Files\Nortel\CCT\SQL\.
2 Double-click the CCT6_DBInstall_mm_dd_hr_mmver.txt file (for example,
CCT6_DBInstall_09_15_11_43b.txt).
Note: If you installed service updates in Step 14. “Install the required
CCMS Service Updates” on page 249, check the log files created during
the installation of the updates in addition to the log file created during the
installation of the database. The oldest date in the log files represents the
date of the database installation.

3 Verify whether the database was successfully created.

Example: The CCT6_DBInstall_08_31_12_38.txt file:
Note: If your database log files exist, Communication Control Toolkit

attaches these data files and the service updates to the database. If the
database log file does not exist, the installation creates a new database.
The output file contains information about the new or updated database.
4 If errors exist in the CCT6_DBInstall_<date>.txt file, review C:/
CCT6.0Install.log. The NCCT database is created during the NCCT
installation. The following lines from the CCT6.0Install.log file show the
NCCT ConfigureDatabase actions and log.
5 If you find error messages in this file, you must reinstall the Communication
Control Toolkit server.

Step 40. Configure TAPI for CCT 6.0 with a

CS 1000/M1 switch
The TAPI Service Provider must be configured so that the Communication

Control Toolkit server can use Windows telephone services for communications
between the server and the switch. Use the procedures outlined in this section to
enable TAPI operations on Windows Server 2003.
ATTENTION
server at any time, you must reinstall the Communication
Control Toolkit software.
You must configure the TAPI Service Provider to enable Communication

Control Toolkit voice functionality when using a CS1000/Meridian 1.
This step describes how to configure the elements of the TAPI environment:
1. Disable the remote access (so that only one user accesses the information).
2. Download information from the switch.
3. Configure the Symposium TAPI Service Provider using the configuration
application.
4. Prepare the TAPI environment (required for legacy TAPI clients).
5. Add lines to TAPI clients.
Disable Remote Access Services

If the Remote Access Services are started, you cannot stop the TAPI server. You
must disable the Remote Access Services on the Communication Control
Toolkit server as described in the following section.

Disabling Remote Access Services on the Communication Control

Toolkit server
1 Disable the Remote Access Auto Connection Manager and Remote
Access Connection Manager services on the Communication Control
Toolkit server:
a. From the Start menu, choose Administrative Tools > Services.
b. Right-click Remote Access Auto Connection Manager, and then
click Properties.
c. From the Startup type list, choose Disabled.
d. Click OK.
e. Repeat steps a to d for the Remote Access Connection Manager
service.
2 Restart the computer.

Ensuring that the telephony service starts

Before you configure TAPI, you must ensure that the telephony service starts.
1 From the Start menu, choose All Programs > Administrative Tools >
Services.
2 If the Telephony service is not enabled, right-click Telephony, and then
click Start.
Download 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 Communication
Control Toolkit TAPI server.
Creating a switch configuration information text file

To complete these steps, ensure that a COM 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 From the Start menu, choose All Programs > Accessories >
Communications > HyperTerminal to connect to the CS 1000/Meridian1
switch from the Communication Control Toolkit server.
Note: 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. Check HyperTerminal, and click OK. HyperTerminal is
installed from the Windows installation CD; therefore, the Windows
installation CD must be in the drive.

5 Enter the name for the connection.

Result: The Connect To window 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 window appears.

7 Verify the information in this window, make any necessary changes, and
then click OK.
Result: The HyperTerminal window appears.
8 At the prompt, type logi to log on to the switch. Enter the user ID and the
password for the switch.
Note: If the prompt is not present, continue to press Enter until the prompt
appears.
9 From 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 the customer number), and press
Enter.

At the DATE: prompt, press Enter.

At the PAGE: prompt, press Enter.
At the DES prompt, press Enter.
Note: To download information from the CS 1000/Meridian 1 overlay,
applications 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 To capture information about route data blocks (RDB), enter the following
commands in overlay 21:
At the prompt, type LD 21, and press Enter.
At the TYPE: prompt, type RDB, and press Enter.
At the CUST prompt, type 0 (or customer number) and press Enter.
At the ROUT prompt, press Enter.
At the ACOD prompt, press Enter.
Result: The commands are saved in overlay 21.
15 To capture information about control directory number (CDN) blocks, enter
the following commands in overlay 23:
At the TYPE: prompt, type CDN, and press Enter.
Enter.
At the CDN prompt, press Enter.
Result: The information is downloaded from the overlays.
16 Type logo, and then press Enter.
Result: You are logged off of the CS 1000/Meridian 1 switch.

Converting the text file

To convert the text file containing switch information, perform the following
tasks in the Symposium TAPI SP configuration application.
You must stop the ACDProxy and Telephony services during the conversion to
the text file. The services can be restarted after the text conversion.
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 Stop the ACDProxy and Telephony Services. Use the following steps:
a. Select Start > Administrative Tools > Services.
b. Right-click ACDProxy Service, and then click Stop.
c. Right-click Telephony Service, and then click Stop.
2 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.

3 If you are prompted, enter the customer number for the switch.
Result: The configuration application window appears.
4 Click Convert Text file to display the Open window.

Result: The Open window appears.
5 Browse to the download.txt you created. For more information, see
“Creating a switch configuration information text file” on page 410.

6 Click Open.
Result: The Translator Status window appears.
7 Click Start.
8 Click OK after the import process is complete.
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 window 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.
9 Start the ACDProxy and Telephony services. Use the following steps:
b. Right-click the ACDProxy service, and then click Start.
c. Right-click the Telephony service, and then click Start.

Configure the TAPI service provider

You must manage the Symposium TAPI Service Provider database tables in the
Symposium TAPI Service Provider configuration application. A window is
provided in the TAPI graphical user interface for each database table. The
database tables are:
Provider
CS 1000/Meridian 1 Host
Network TAPI/IVR Server
Log Styles
Compliance
Nortel recommends that only experienced database administrators configure the

Symposium TAPI Service Provider database.
You can use the About tab to identify the current version of the TAPI service
provider.
Configuring the provider table

In the provider table configuration window, you can add, modify, or delete
information about the application that is registered currently with Meridian Link
Services.

2 In the Application Name box, type the MLSM application name (if a name
other than the default is required).
Note: You can enter up to 19 ASCII characters to identify the provider
application. If you enter more than 19 characters, Meridian Link Services
cannot operate. You must enter a different name for each TAPI server
connecting to Contact Center Manager Server.
3 Enter the following timeout values:
Note: You can configure timeout values for the following events. The
default values are sufficient for 50 users, but you must increase these
values if you add more than 50 users:
Initialization: The length of time that Symposium TAPI SP waits to
establish communication with the switch before generating an error. The

default and minimum value is 32 seconds. If you use a large number of

lines, you must increase this value accordingly.
Shutdown: The length of time that Symposium TAPI SP waits for
shutdown to complete before generating an error. The default value and
minimum value is 32 seconds.
Command: The length of time that Symposium TAPI SP waits for a
command response before generating an error. The default and
4 In the Size box, enter the maximum number of bytes stored as call data.
Note: The default size is 512 bytes, but Nortel recommends that you
change this size to 4096 bytes, the maximum size). The TAPI call data
setting limits only the size of the call data within the TAPI component.
The TAPI call data setting in CONFIG.exe limits the size of call data within
the TAPI component only. Limiting the size of call data impacts call data
sent to legacy TAPI clients, such as Symposium Agent or Contact Center
Multimedia agents, and impacts call data sent using TAPI networking.
While call data attached by Communication Control Toolkit clients and
Communication Control Toolkit sent to Communication Control Toolkit
clients do not have this limitation, exceeding the TAPI call data impacts the
call data sent between nodes using TAPI networking and the call data that
appears on consult calls. Nortel recommends that the size of call data
always remains within the TAPI call data limit to avoid inconsistencies in
the call data associated with the contact.
5 In the Life Span box, enter the length of time that call data must be stored.
The default is 10 minutes. This value must be less than the time it takes to
recycle the CS 1000/Meridian 1 Call IDs.
6 Select the Disable copy of call data to consultative call check box
(optional).
Note: You can still copy call data when calls are transferred or
conferenced.
7 From the Log Style list, select an alternative log style, if required, to use for
troubleshooting.
Note: The default style is 0. You can create new log styles in the Log
Styles page as required.
8 Click OK to save the information in the provider table.
Result: The timeout values are added.

Configuring the CS 1000/Meridian 1 Host table

In the CS 1000/Meridian 1 Host window of the configuration application, you
can add, modify, or delete host, computer, and association information in the
CS 1000/Meridian 1 Host database.
2 Click the Meridian 1 Host tab.
Result: The Empty Association Table dialog box appears if you are
configuring the database for the first time.

3 Enter the customer number for the switch, and then click Add.
In the Host Name box, Nortel recommends that you keep the default host
name. This box contains the Contact Center Manager Server or CS 1000/
Meridian 1 host name.
Note: Nortel recommends that you do not change the default setting. The
host name is case-sensitive, containing a maximum of 20 characters that
represent the host name.
4 In the Host Address box, enter one of the following values:
In a Contact Center environment, enter the host address, which is the IP
address of the Contact Center Manager Server.
In a direct-connect environment, enter the host address, which is the IP
address of the ELAN port on the CS 1000/Meridian 1 switch.
5 In the Meridian Link Release list, select the correct release of Meridian
Link.

6 In the Machine Name box, enter one of the following:

If you use Communication Control Toolkit in a Contact Center
environment, enter the host name of the Contact Center Manager
Server.
If you use Communication Control Toolkit in a direct-connect
environment, enter the host name of the switch.
Note: Enter a string of a maximum of 20 ASCII characters that identifies
the CS 1000/Meridian 1 switch associated with the registered application.
7 In the Release box, select the correct release number of the CS 1000/
Meridian 1 application.
8 In the Host Port number box, enter the Host port number.
ATTENTION
This port number must match the port number configured
in the Meridian Link Services. In a Contact Center
Manager Server configuration, accept the default (3000).
For a direct-connect configuration, change the entry to
8888.
9 In the Customer Number box, enter the Customer number. Your customer
number is configured on your switch.
Note: If multiple customers are configured, you can specify a particular one
in this field.
10 Leave the Registration Password box blank. This box is not required for
11 In the Polling Interval box, enter the Polling interval.
Note: Nortel Networks recommends that the default value is 1, and valid
values are 0 through 100. The value determines the frequency with which

Meridian Link Services polls the link between Contact Center Manager
Server and Symposium TAPI SP.
CAUTION
Risk of malfunction
In a Contact Center environment, you must set a link value greater
.
than 0 to ensure link loss detection between Meridian Link

Services and Symposium TAPI SP. If you set a link value of 1, the
link is polled every 10 seconds.
12 Click the Monitor All DNs button or the Monitor No DNs button as
required.
Note: The default is to monitor all DNs.
13 In the Services section of this window, keep the defaults. Ensure that all of
the check boxes are selected.
14 Click Apply.
Result: The CS 1000/Meridian 1 Host information is saved in the database.
Configure the TN table

You must manually configure the terminal number (TN) of the voice port, where
l is the loop, s is the shelf, c is the card, and u is the unit. The TN table contains
the terminal number and directory number (DN) configurations on the CS 1000/
Meridian 1 switch. Each line configured on the switch is associated to a TN.
You can associate a maximum of two DNs within each TN.
If you already imported this information, skip this procedure.
Adding a new terminal number to the TN table


3 Click TN Table to display the Line Devices window.

Result: The Line Devices window appears.
4 Click Add Line to display the Add a Terminal Number Record window.
Result: The Add a Terminal Number Record window appears.
5 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.
6 Click OK.
Result: The new terminal number is added to the TN table.

Modifying a TN
4 Select the line you want to configure, and then click Properties.
Note: If you do not know the line number for the TN, then enter the TN
number in the field at the top left of the Line Devices window to search for
the associated line number.
Result: The Line Properties window appears.
5 Select the line features that you want to configure for this TN from the Line
Features section.
6 From the Phone Type list, select the phone type.
7 Click OK.
Result: The terminal number information is saved.

Add a DN
A directory number (DN) is a number that identifies a phoneset on a switch. The
DN can be a local extension (local DN), a public network telephone number, or
a position ID of the set that is assigned to an automatic call distribution directory
number (ACD-DN). You can associate a maximum of two DNs with each line in
the TN table. When you add, modify, or delete information in the DN table, the
TN table reflects the changes.
Adding a new DN
3 Click TN Table.
4 Select the line number to which you want to add a DN.

5 Click Add DN.

Result: The DN Properties window appears.
6 In the Position ID, type the position ID of the set.

7 In the DN Type box, choose ACD.
8 In the Key # box, type 0.
9 Click OK.
Result: The information is saved to the DN table and to the TN table.
10 Select the same line number to which you just added the position ID.
11 Click Add DN.
12 In the Directory box, type the directory number for the SCR DN.
13 In the DN Type box, select SCR.

Modifying the DNs

If you imported your lines, you can modify the DN information for these lines.
1 In the Line Devices window, locate the line number that you want to
configure in the left panel of the window.
2 Expand the information under this line number to display its associated DN
or DNs.
3 Select the DN that you want to modify.
4 Click Properties.
5 Select the DN Type.

6 Select DN Monitored if you want to monitor this DN.
7 Type the Key #.
8 In the Display Name section, type the First and Last names that you want
to associate with this DN.
9 Click OK.
Result: The changes are saved to the DN table and the TN table.
Adding a CDN
Control directory numbers (CDN) are required for host enhanced routing.

3 Click Control DN.

Result: The Add a Control Directory Number window appears.
4 Type the CDN you want to add.

5 Click OK.
6 Select Monitor, and then click OK.
Result: The CDN information is saved to the CDN table.
Configure the network TAPI/IVR table

Only perform these steps if running in a networked environment.
The IVR driver on Symposium TAPI Service Provider uses information in the
IVR host table database to:
open a listening IVR port that the IVR application uses to register with the
IVR driver on the TAPI server
keep this link open between Symposium TAPI Service Provider and the
IVR system, so that the IVR system can send call data to the TAPI server
In a networked environment, the IVR driver uses information stored in the

remote host address table to request call data for inbound calls overflowed from
a remote CS 1000/Meridian 1 switch. See the Network Managers Guide for
Symposium TAPI Service Provider for Meridian 1/Succession, release 3.0 for
information about networking and IVR features for Symposium TAPI SP.
Configuring other networked TAPI servers

Use the information on this page to configure the network for TAPI servers.
This information is not used to configure IVR parameters.

1 Click Start > All Programs > Nortel > Symposium TAPI Service
2 Click the Network/IVR tab.
Result: The following page appears.
3 In the IP Address box, enter the IP address of the server you are currently
using.
4 In the Home Location Code (HLOC) box, enter the HLOC of the CS 1000/
Meridian 1 switch for the IVR system.
Note: This HLOC code is the same as the HLOC printed on the switch in
overlay 21.
5 In the Port Address box, enter the TCP IP port to which other nodes
connect.
Note: Nortel recommends that you use port 5002 on Communication
Control Toolkit TAPI service provider if the Communication Control Toolkit
server is co-resident with Contact Center Manager Server.

6 In the Protocol list, ensure that TCP/IP is selected.

Note: To attach call data to calls during an ACD transfer or an NACD
overflow, you must specify a remote host address for each TAPI server in
the network.
7 Click OK.
Result: The IVR is configured for Symposium TAPI SP. The remote node
details appear in the Remote TAPI Server Host Addresses section of the
page.
Adding a networked TAPI server remote host address

2 Click the Network TAPI/IVR Server tab.
3 Click Add.
Result: The Add Remote TAPI Host Address window appears.
4 In the IP Address box, enter the IP address of the remote TAPI server.
5 In the Home Location Code (HLOC) box, enter the HLOC for the
CS 1000/Meridian 1 switch associated with the remote TAPI server.
6 In the Port Address box, enter the port address for the remote IVR driver.
7 From the Protocol list, choose the protocol for the remote IVR driver.
8 Click OK.
Result: The Network TAPI/IVR Server window reappears.

9 Click OK.
Result: The remote host address is added to the database.
Configure the log styles table

The log styles table provides information for the logger troubleshooting
application. Each item in the Symposium TAPI SP database is assigned a log
style. You cannot modify or remove two default log styles. These default
settings are 0, which logs no items, and 1, which logs all items. For
troubleshooting, you can create additional log styles to trace specific data items.
Log styles are numbered consecutively. Numbers 0 and 1 are default styles. The
first log style you create is number 2. You must continue to number the log
styles in sequence. If you delete a log style, all subsequent log style numbers are
reduced by one, and the configuration application dynamically updates all
Symposium TAPI SP database tables to reflect the change in log style numbers.
Adding a new log style to the log style table

2 Click the Log Styles tab.
3 Click Add.
Result: The number in the Log Style Number field increases to the next
consecutive number.
4 Select the check boxes next to the data items you want the logger
application to log and display.
5 Click OK.
Result: The new log style number is saved to the log style table and the
main window of the configuration application appears.
6 Click the Log Styles tab to display the log styles window again.
7 Click OK.
Result: The changes are saved. The new log style is now available in all
configuration windows.
Note: You can view the log styles window from several configuration
windows. However, you must access the log styles window to add or delete

log styles by clicking the Log Styles tab in the main window of the
configuration application.
For more information about configuring TAPI, see the Network Managers
Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0, part
number 213346.1.
Configure TAPI to work with TAPI clients

If you are using TAPI Remote Service Provider for remote TAPI clients, you
must configure the remote TAPI Service Provider for remote TAPI clients first
before continuing with the rest of the configuration.
If you are not connecting to a TAPI client, you do not need to prepare a TAPI
environment, or assign lines to TAPI clients. Continue with “Disable Remote
Access Services” on page 408.
Verify the following:

The phonesets are configured on the switch. For more information, see the
documentation for your switch.
You installed the latest TAPI service updates on your server.
The required operating system and service pack is installed on the server,
and the server is functioning correctly. See the Engineering Guidelines for
Symposium TAPI Service Provider for Succession, Release 3.0 for more
information.
This chapter contains only the information required by Communication
Control Toolkit to configure TAPI. For more information about
configuring TAPI, see the Network Managers Guide for Symposium TAPI
Service Provider for Meridian 1 or the Engineering Guidelines for
Symposium TAPI Service Provider for Meridian 1.
The ACDPROXY service logon and password are set up and are the same
as the logon and password used by the telephony service (optional). If you
use a legacy TAPI client, you must set up the ACDPROXY service with a
user name and password. You must configure the user as a domain user or
local administrator.
The administrator logon and password are set on the server.

Prepare the TAPI environment

After you install Symposium TAPI Service Provider, you must prepare the
server for TAPI operations.
Enabling telephony services

1 Ensure that the Telephony service is enabled:
b. If the Telephony service is not enabled, right-click Telephony and then
click Start.
c. Exit the Services window.
2 From the Start menu, choose Run.
3 Type tapimgmt.msc and then click OK.
Result: The Telephony window appears.
4 If the server you want to manage does not appear on the server list, from
the Action menu, choose Add Computer.

5 Choose Advanced > Find Now.

Result: The Select Computer window appears.
6 Click Locations, and then highlight the domain for the server.
7 Select the server you want to add, and then click OK.
8 Click OK to exit the Select Computer window.
9 Select the server you want to manage in the server list.


Result: The Telephony Server Properties window appears.
11 On the Setup tab, select Enable telephony server.

Note: If the Enable telephony server option is unavailable, ensure that the
Telephony service is started.
12 In Account Information section, type the user name and password for the
account that runs the telephony service on the server.
Note: The account to manage the telephony server must be a member of
the administrators group on the server. The account must also be in the
same domain as the TAPI server or be in a domain with a two-way trust
relationship with that domain.

13 If you want to add a telephony administrator who is not an administrator on

the server, select Add > Advanced > Find Now.
Result: The Select Users window appears.
14 Click Locations to select the domain where the user is located.

15 Select the user name from the list of names, and click OK.
16 On the telephony services properties window, click OK to save changes.
Result: The Telephony message box appears.
17 Click Yes to restart the telephony service.

Assigning lines to TAPI clients

Before you can assign lines to clients, the database must be populated with the
line information. You can do this manually by importing a backed up
m1spdb.mdb file or by downloading the line information from the switch.
3 Select the Nortel TAPI Service Provider. You must choose

C:\Programfiles\Nortel\CCT\TAPI\MLINKSP.MLW2K.
4 Right-click the line you want to assign to a user and click Edit Users.
Result: The Edit Users dialog box appears.
5 From the Add menu, choose Advanced > Find Now.

Result: The Select Users dialog box appears.
7 Select the user name from the list of names and click OK.

8 Click OK to save these changes in the Edit Users dialog box.

9 Repeat these procedures for each user that you want to add as a TAPI
client.
Note: If you want to remove a user, select the user’s name from the list of
assigned users in the Edit User dialog box, click Remove, and then click
OK to save the change.
For more information about configuring the TAPI Service Provider, see the
Network Managers Guide for Symposium TAPI Service Provider for Succession,
Release 3.0.
TAPI client and Communication Control Toolkit interaction

TAPI Client on the Communication Control Toolkit server—Running a
TAPI client application (e.g. TAPI Browser, Phone.exe, Symposium
Agent, the SWCP client etc.) on a Communication Control Toolkit server is
not permitted. Such an application could interfere with the control of voice
resources (TNs, DNs).
TAPI client on a Communication Control Toolkit client—Running a TAPI
client application in parallel to a Communication Control Toolkit client on
the same client is permitted. Use this configuration to monitor and control
the same voice resources from both clients in parallel.
CTI control capacity

The Communication Control Toolkit server is designed to support a maximum
of 2,000 CTI “client to telephony-device” relationships where the CTI “client to
telephony device” relationship is defined as a CTI client (CCT client or TAPI
client) that is monitoring or controlling a telephony device. In this context,
"telephony device" refers to one of the following:
A TAPI Line (TN or CDN)
A CCT Voice Terminal (TN)
A CCT RoutePointAddress (CDN)

Examples of full capacity configurations:

2000 CCT clients, each monitoring/controlling a single Terminal (2000
CTI clients x 1 telephony device = 2000)
2000 TAPI clients, each monitoring/controlling a single Line (2000 CTI
clients x 1 telephony device = 2000)
1 CCT client monitoring/controlling 2000 Terminals (1 CTI client x 2000
telephony devices = 2000)
100 CCT clients, each monitoring/controlling 10 Terminals + 500 TAPI
clients, each monitoring 2 Lines ((100 CTI clients x 10 telephony devices)
+ (500 CTI clients x 2 telephony devices) = 2000)


CS 2x00/DMS switch

ATTENTION
You must configure the TAPI Service Provider manually to enable

Communication Control Toolkit voice functionality when using a
Communication Server 2x00/DMS. Downloading the information from the
switch is not supported.
2. Configure the TAPI environment using the Symposium configuration tool.
3. Prepare the TAPI environment.



Toolkit server
Toolkit server:
click Properties.
d. Click OK.
service.

Services.


click Start.
Configure the TAPI environment

The Configuration application provides the interface for configuring the settings
for the ICM TAPI Driver and the switches and customers associated with the
switch. You can also use the Configurator application to set up one or more
system configurations and maintain the ICM TAPI Driver database information.
You can also set logging options for the ICM TAPI Driver.
Configuring the ICM TAPI Driver consists of the following procedures:

1. Run the Configuration application
2. Add the Service Provider information
3. Configure settings for your switches and customers
4. Set up the Configurations for assigning a switch and customers. One
configuration can be active.
5. Maintaining the ICM TAPI Driver database information

Starting the Configuration application

On the Windows Start menu, click Nortel > Symposium TAPI Service
Result: The Symposium ICM TAPI Driver window appears.
Adding the Service Provider information

1 In the Provider Name box on the Provider Properties tab, type the user-
defined name for your provider. Your name cannot exceed 20 characters.
2 In the Application Name box, type the name that uniquely identifies the
originating application from other applications registered with the
CompuCall link.
3 In the Initialization box, type the length of time the application waits during
the initialization process to establish communication before generating an
error, in seconds. The default value is 30.

4 In the Shutdown box, type the length of time the application waits for shut
down before generating an error, in seconds.
5 In the Command box, type a maximum of 5 numeric characters that
represent the length of time the service provider waits for responses before
generating an error, in seconds.
6 Select the Load all Monitored Lines check box to initialize all monitored
lines.
7 Continue configuring the switch properties.
Configuring the switch properties

Configure the settings for your switches and customers by selecting an available
switch, adding customers to the switch, and defining lines and addresses for
each customer.

1 In the Symposium ICM TAPI Driver window, click the Switch

Configuration tab.
Result: The Switch Configuration page appears, and available switches
appear under Available switches.
2 To add a switch, follow these steps:

a. Beside Available switches, click Add.
b. If you configured more than one switch, the Available Protocols
dialog box appears. Select the correct protocol and click OK.
Result: The Add Switch window appears.

c. In the Name box, type the switch name (maximum 30 characters).

d. In the Description box, type a description for the switch (maximum 32
characters).
e. Click Classification and select the switch you are adding.
f. In the IP Address box, type the IP address of the switch, if applicable.
To change the defaults, click WinSock Information button to type
settings in the Other IVR Socket Information fields.
g. Under IVR Data Information, change the defaults, if required.
Duration—timeout for storing of IVR Data information
Location Code—switch location code
Buffer Size—maximum size of IVR Call data
Registration Association ID—association ID for this switch
h. Click Save.

Adding a customer to the switch

Configuration tab.
2 Under Available switches, select the switch to which you want to add
customers.

3 Under Customers assigned to selected switch, click Add.

Result: The Add ICM customer to switch window appears.
4 In the Business Group ID box, type the business group ID provided by

your telephone company.
5 In the Application ID box, type the application ID provided by your
telephone company.
6 In the Network Node ID box, type the network node ID provided by your
telephone company.
7 In the Service Version ID box, type the service version ID provided by your
telephone company.
8 In the Service ID box, type the service ID provided by your telephone
company.
9 In the Password box, type the Access Link password provided by your
telephone company.

10 Under Available Call Services, select the check boxes corresponding to

the services for this customer.
Note: You must ensure that every feature is available on your line before
selecting the service. If you are unsure which services are available on your
line, contact your local telephone representative.
11 Add a link set name using the following steps:
a. Beside Link Sets, click Add.
Result: The Linkset dialog box appears.
b. In the Name field, type the name of the linkset.

c. Click OK.
12 Configure the link information using the following steps:
a. Beside Links, click Add.
Result: The Link dialog box appears.
b. In the Type box, select the type of link between the customer and the
switch.
c. In the IP Address box, type the address of the switch, if applicable.
d. In the Port box, type the port number.
e. Click OK.

13 Click Save to save the customer information. You can add more than one
customer. Use this procedure for each customer.
Defining the devices

You can define the devices for the customer by manually entering the
information for the devices. You must configure customers before you define
the devices.
Configuration tab.

2 Click Devices.
Result: The Device Properties window appears.
3 Click Add Line.

Result: The Add an ICM line window appears.
4 In the Line Number box, type the actual line number.

Note: The line number identifies the line. Nortel recommends that you use
the DN for the line number.
5 In the Line type box, select the type of line.
6 Under Select the desired features, select the features for your line, for
example Call transfer or Conferencing.
7 Click OK.

8 On the Symposium TAPI Driver for ICM Device Properties window, click
Add Address.
Result: The Add an ICM Address window appears.
9 In the Address number box, type the 10-digit address number. This
number is used by the ICM TAPI Driver to identify the actual line.
10 In the Address number type box, select the address number type.
11 Select or clear the Monitored and Make Call check boxes to perform these
options for your configured address.
12 Click OK.
13 Define additional lines as necessary by repeating the steps in this
procedure.
Result: Your information appears in the Device Properties window.
14 Click OK to close the Device Properties window.
Setting up one or more system configurations

You can use the Configurator application to change from one configuration to
another and use the dynamic database that supports changes automatically
without restarting the ICM TAPI Driver.
The configurations are Active, Standby, or Inactive status. You can have only
one configuration in Active state at any time.

1 On the Windows Start menu, click Nortel > Symposium TAPI Service

2 Click the System Configuration tab.
3 Beside Current configurations, click Add.

Note: If you configure more than one switch, the Available Protocols
window appears. Select the appropriate protocol for this configuration, and
then click OK. If you are configuring the switch for the ICM TAPI, select the
ICM protocol.
Result: The Add ICM Configuration window appears.
4 In the Name box, type the name for the current configuration.
5 In the Description box, type a description for the configuration.
6 Select a status: Disabled, Active, or Stand by.
Note: You must assign the active status to one, and only one,
configuration.
7 Under Assign an available switch, select the switch you want to use.
8 Click OK to save the information.

9 On the System Configuration page, beside Selected customers, click Add.

Result: The Available Customers dialog appears and you can view the
available customers for the selected switch.
10 Click on a customer or click Select All to select all customers on the list.
11 Click OK.
Result: The Configuration information is displayed in the System
Configuration window.
12 Click OK to close the Configuration information window.


click Start.









the server, select Add > Advanced... > Find Now.




5 From the Add menu, choose Advanced... > Find Now.



Note: To remove a user, select the user’s name from the list of assigned
users in the Edit User dialog box, click Remove, and then click OK to save
the change.
Release 3.0.

TAPI Client on the Communication Control Toolkit server—Running a
TAPI client application (e.g. TAPI Browser, Phone.exe, Symposium
Agent, the SWCP client etc.) on a Communication Control Toolkit server is
not permitted. Such an application could interfere with the control of voice
resources (TNs, DNs etc.).
client application in parallel to a Communication Control Toolkit client on
the same client is permitted. Use this configuration to monitor and control
the same voice resources from both clients in parallel.

"telephony device" refers to one of the following:




Step 42. Confirm that the CCT services start
This section provides an overview of the services that start during the
installation of Communication Control Toolkit.
Communication Control Toolkit services

Communication Control Toolkit installs the following services:
MSSQ$NNCCTDB—the Communication Control Toolkit 6.0 Database
NCCT Data Access Layer—the Database Abstraction Layer service
(Communication Control Toolkit 6.0 DALS)
NCCT Logging Service—the service that logs events and actions on the
NCCT Server—the Nortel Communication Control Toolkit server service
Communication Control Toolkit also installs the following services if the TAPI
Service Provider is used:
ACDPROXY
NCCT TAPI Connector
Telephony
Communication Control Toolkit installs the following services if MPS is used:

Nortel MPS Service
Nortel RSH Daemon

Checking the Communication Control Toolkit services

1 From Start, choose All Programs > Administrative Tools > Services.
2 Confirm that the Communication Control Toolkit 6.0 services show as

started.
Communication Control Toolkit 6.0 services:
MSSQL$NNCCTDB
NCCT Data Access Layer
NCCT Logging Service
NCCT Server
Additional Communication Control Toolkit 6.0 services running with TAPI
Service Provider:
ACDPROXY
NCCT TAPI Connector

Telephony
Additional Communication Control Toolkit 6.0 services running with MPS:
ACDPROXY
Nortel MPS Service
Telephony
3 Close the Services window.
Result: The Communication Control Toolkit 6.0 installation is complete.

Step 43. Configure License Manager Server

for CCT
You must configure only the License Manager if you are installing
Communication Control Toolkit in a direct-connect or Knowledge Worker
software solution.
If you are installing the Communication Control Toolkit software in a solution

where Contact Center Manager Server is installed, your License Manager for
Communication Control Toolkit is managed by Contact Center Manager Server.
For example, in SIP-enabled Contact Centers, a Contact Center configuration, or
an MPS configuration where Contact Center Manager Server is part of the
solution, your license manager for Communication Control Toolkit is installed
when you install Contact Center Manager Server. You can proceed directly to
Step 44. “Configure the Communication Control Toolkit console” on page 473.
If you are installing Communication Control Toolkit software in with a Media

Processing Server, you can use the License Manager from the Media Processing
Server. For more information about configuring the Media Processing Server,
see Installing MPS Software on the Windows Platform.
For a Knowledge Worker installation, you must use only licenses that are keyed
against the Communication Control Toolkit server MAC addresses. Do not use
the switch ID.

Changing the license file

Use the following procedure to change a license file. Upon receipt of a new
license file, the following procedure is used to activate the license file.
1 From the Start menu of the server where the License Manager is installed,
choose All Programs > Nortel Contact Center > License Manager >
Configuration.
2 Click Browse.
4 Click Open.

5 Click OK.
Result: The following message box appears.

7 Click OK to close the message box.
Configure the port number for the License Manager

The License Manager uses Port 3998 as the default port number. This default
port number can be changed if required. For example, if another application uses
it or if a specific port number must be used because of firewall restrictions.
Use the following procedure to change the License Manager port number.

Changing the port number

1 From the Start menu of the server where the License Manager is installed,
choose All Programs > Nortel Contact Center > License Manager >
Configuration.
2 Enter the new port number in the License Manage Port Number box.
3 Click OK.
Result: A message box appears with the following message: “You must
restart to commit any changes. Restart the License Manger now?”
4 Click Yes.
Result: A message box appears indicating that the “Service started
successfully”.
5 Click OK to close the message box.

Step 44. Configure the Communication

Control Toolkit console
You can use the Communication Control Toolkit console to perform many
functions:
administer users, groups, terminals, and workstations
import data from various sources
back up and restore database data
view system logs
configure the Contact Management Framework
display all system services and events
This section describes how to use the NCCT 6.0 Console to configure
Communication Control Toolkit resources. You can use the default version of
the NCCT 6.0 Console, or use the Microsoft Management Console (MMC)
snap-in to create custom interfaces for configuring and administering
Communication Control Toolkit resources.
This section assumes that you are using the default configuration for NCCT 6.0
Console. If you are not using the default configuration for NCCT 6.0 Console,
you must add the snap-ins. For more information about adding snap-ins to an
empty Microsoft Management Console (MMC) window, see “Starting
the Communication Control Toolkit console” on page 474.

Starting the Communication Control Toolkit console

The Communication Control Toolkit Configuration console populates and
maintains the Communication Control Toolkit database.
1 Log on to the Communication Control Toolkit server.
2 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.
Set the security level

The Communication Control Toolkit implements a custom secure transport
layer, which must be used for all CTI client/server traffic to provide the required
user authentication.
The custom secure transport layer uses the Microsoft Security Support Provider
Interface (SSPI) to authenticate the user associated with each new connection
made to the Communication Control Toolkit Server.

Any Nortel Communication Control Toolkit client must share the same domain
security as the server. The client must be in the same domain or a trusted domain
with the server.
The Nortel Communication Control Toolkit provides the following three levels
of transport security.
Security Description
Clear No message signing or encryption is used. Messages are

transmitted with no message signatures that detect messages that
are changed during transit.
Signed Messages are sent across the connection accompanied with a

message signature that detects messages that are altered in transit.
Encrypted Messages are encrypted before being transmitted and then

decrypted by the receiving entity. This prevents third parties from
viewing the contents of the message and detects messages that
are altered in transit.

Setting the security level

1 On the left pane of the NCCT 6.0 Console, expand NCCT Admin.
2 Click CCT Server.
Result: CCT Server appears in the right pane of the console.

3 Double-click the CCT Server in the right pane of the console.

Result: The CCT Server Properties window appears.
4 In the Min Level list, choose the required security level (Clear, Signed, or
Encrypted).
5 In the Max Level list, choose the required security level (Clear, Signed, or
Encrypted).
Note: The options available in the Max Level list depend on the option that
you select from the Min Level list.
If Then
you select Clear as the minimum you can select Clear, Signed or
security level Encrypted as the maximum security
level

If Then
you select Signed as the minimum you can select Signed or Encrypted
security level as the maximum security level
you select Encrypted as the you can select Encrypted as the

minimum security level maximum security level
6 Click OK.
Result: The security levels are set for the Communication Control Toolkit
server.
Configure Network Address Translation (NAT)

Communication Control Toolkit supports Network Address Translation. You
can have Communication Control Toolkit clients located in different networks.
If the networks are separated by a firewall enabled with Network Address
Translation (NAT), clients can communicate with the Communication Control
Toolkit server on the other side of the firewall, and within the Communication
Control Toolkit network.
To support these Communication Control Toolkit 6.0 Clients the

Communication Control Toolkit Server NAT properties must be enabled and
configured.
The port number used in the Firewall NAT settings must be different from the
normal Communication Control Toolkit port because that port is still open for
access by clients within the NAT firewall. When you set up the NAP IP address
and port, you create a second interface to the Communication Control Toolkit
server. If clients are accessing the Communication Control Toolkit server from
outside the firewall, you must change the port setting on the clients too.
Setting the Network Address Translation security

1 On the left pane of the NCCT 6.0 Console, expand NCCT Admin.
2 Click CCT Server.
Result: CCT Server appears in the right pane of the console.


4 Select the CCT Server Security and NAT tab.

5 Under Network Address Translation settings, click Enable to enable the
NAT support.
6 In the NAT IP Address box, type the IP address for the Network Address
Translation server.
7 In the NAT TCP Port box, type the TCP port number for the Network
Address Translation server.
Note: You cannot use port 29383 or 29374 because they are used by other
components of the Communication Control Toolkit server.
8 Click Apply.

9 Click OK.
Note: If Communication Control Toolkit clients are connected to the server
using NAT and the NAT settings are changed, the clients lose their
connection to the server. The NAT settings must be changed only when all
clients behind the firewall are disconnected.
Configure the licensing for Communication Control Toolkit server

Configure the licensing for Communication Control Toolkit server using the
Licensing Properties page in the Communication Control Toolkit console.
After you configure licensing, the License Manager consumes licenses as

required. For example, if the user increases the number of agents on the server,
the License Manager automatically consumes licenses for these agents as they
log on to the Communication Control Toolkit server, up to the point where no
more licenses are available. The licenses are also released after the agent logs off
of the Communication Control Toolkit server.
Configuring the licensing for Communication Control Toolkit server

1 Double-click CCT Server in the right pane of the NCCT 6.0 console.

2 Click the Licensing tab.

3 In the Primary License Manager Server section of this window, in the IP

Address box, enter the IP address for the server on which the License
Manager is installed.
Note: If you are installing the Communication Control Toolkit co-resident
with Contact Center Manager Administration Server, the License Manager
Server Information (IP address/port number) fields are read-only.
4 In the Secondary License Manager Server section of this window, in the
IP Address box, enter the IP Address for the server on which the
secondary License Manager is installed (optional).
with Contact Center Manager Administration Server, the Secondary

License Manager Server Information (IP address/port number) fields are

read-only.
5 From the License Type list, select Nodal or Corporate.
Note: The Secondary License Manager cannot be configured for a Nodal
license.
6 In the Log File box, browse to the location in which you want to store the
log files for the licensing trace logs.
7 In the Logging Level box, select the level of logging you want to perform:
No Logging: No events are logged to LMService.log. However, if errors
or warning are received during the course of LMService operation, the
event is written to the LMService.log
Errors Only: Only errors and warning events are logged to the
LMService.log file.
Debug: All events including informational messages are logged to the
LMService.log file.
8 In the Max Log File Size (in MB) box, type the maximum log file size in
megabytes.
9 Click OK.
Configure the Contact Management Framework for Communication

Control Toolkit server
Follow the procedure in this section to configure the Contact Management
Framework (CMF) for Communication Control Toolkit server by using the
Licensing Properties window in the Communication Control Toolkit console.
When the Communication Control Toolkit is installed co-resident with Meridian

Application Server, you can use the CMF Configuration component in the
NCCT 6.0 Console to configure CMF for both the Communication Control
Toolkit and the Meridian Application Server. You can also configure CMF for
Communication Control Toolkit with the CMF Configuration component in
Meridian Application Server.

Configuring the Contact Management Framework for

1 From 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 console.
2 Double-click CCT Server in the right pane of the console.
Result: CCT Server Properties window appears.
3 Click the CMF Configuration tab.
Result: The CMF Configuration page appears.

4 Under Communication Control Toolkit Deployment Type, select your

deployment option for Communication Control Toolkit.
Note: If you configure the CMF for standalone deployment, all core
Communication Control Toolkit services must be restarted for these
changes to take effect. If you configure the CMF for co-resident deployment
then all Contact Center Manager Server and all core Communication
Control Toolkit Services must be restarted for these changes to take effect.
To stop and restart the core Communication Control Toolkit services, do
the following:
a. Log on to the Communication Control Toolkit server as Administrator.
b. On the Communication Control Toolkit Console, expand NCCT
Maintenance.
c. Click Services on the left pane.
d. On the right pane of the NCCT 6.0 Console window, double-click
Services.
Result: The Communication Control Toolkit Services window appears.

e. Click to stop the services.

f. Click to restart the services.
g. The following services are restarted.
To stop and restart Contact Center Manager Server services, do the
following:
a. Log on to the Contact Center Manager server as administrator.
b. From the Windows Start menu, choose All Programs > Nortel
Contact Center > Manager Server > Shutdown.
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
cannot 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.
Note: The Communication Control Toolkit server name automatically
appears in the CCT Server Name box.
5 In the CCMS Server Name box, type the name of the Contact Center
Manager Server.
6 Click Apply to save the Contact Management Framework settings.

Set the default address and terminal settings

The Communication Control Toolkit administrator can use the NCCT 6.0
console default property page to set default values for address and terminal
resources. The Communication Control Toolkit console uses these defaults
when new address or terminal resources are added. For example, if you use the
default for addresses set to route point enabled, when you add a new address,
those values appear as defaults in the address fields. You can accept or change
these default values at any time.
Setting the default address and terminal settings

1 On the NCCT 6.0 Console, expand NCCT Admin, and click Defaults.
Result: Defaults appears in the right pane of the console.

2 Double-click Defaults.
Result: The Defaults Properties window appears.
3 Enter the default values you require, and then click OK.
Result: The default values are saved in the Communication Control Toolkit
database.
Set the logging tool path and file names and logging levels
Use the Logging Tool to set the path and file names for the Communication
Control Toolkit logging utility. You can set the level of logging that you want to
capture for each of the four main Communication Control Toolkit components
(for example, you can capture only critical errors in the Service Provider log).

Setting the path and file names

1 On the NCCT 6.0 Console, expand NCCT Admin and click Logging
Tools.
Result: Logging appears in the right pane of the console.

2 Double-click Logging in the right pane of the console.

Result: The Logging Properties window appears.
3 Under Server Logging Options, select the logging options you require.
4 In the Server Log File Path box, the default log file path appears. The
default path can be changed (for example, C:\CCT\Logs\cctserver.log) but
you must ensure that the directory exists.
Tip: Click Browse to navigate to the log file path.
5 In the Server Log File Size box, type the log file size.
6 Select the Enable NCCT Server Service Logging checkbox to enable
logging.

7 Click the Connector tab.

Result: The Connector page appears.
8 Under Connector Logging Level, select the logging level you want to
capture.
9 In the Connector Log File Path box, the default log file path appears. The
default directory can be changed (for example,
C:\CCT\Logs\Connector.log), but ensure that the directory exists.
10 In the Connector Log File Size box, type the log file size.
11 Select the Enable NCCT Connector Logging checkbox to enable logging.

12 Click the Snap-in tab.

Result: The Snap-in page appears.
13 Under Snap-in Logging Level, select the logging level you want to
capture.
14 In the Snap-in Log File Path box, the default log file path appears. The
default directory can be changed (for example, C:\CCT\Logs\Snapin.log),
but ensure that the directory exists.
15 In the Snap-in Log File Size box, type the log file size i.
16 Select the Enable Snap-in Logging check box to enable logging.

17 Click the Data Access Layer tab.

Result: The Data Access Layer page appears.
18 Under DAL Logging Level, select the logging level you want to capture.
19 In the DAL Log File Path box, the default log file path appears. The default
directory can be changed (for example, c:\CCT\Logs\DAL.log) but ensure
that the directory exists.
Tip: Use Browse to navigate to the log file path.
20 In the DAL Log File Size box, type the log file size.
21 Select the Enable Data Access Layer Logging checkbox to enable
logging.
22 In the TAPI Service Provider Log File Path box, the default log file path
appears. The default directory can be changed (for example,
C:\CCT\Logs\TAPI.log) but ensure that the directory exists.
23 In the TAPI SP Log File Size box, type the log file size.

24 Select the Enable TAPI Service Provider Logging checkbox to enable

logging.
25 Click Apply.
Result: The logging settings are saved.
26 Click OK to close the Logging Properties window.

Step 45. Import and add resources
You can import multiple resources or add individual resources in the NCCT 6.0
Console.
Preconfigured resources
You can use the Nortel Communication Control Toolkit 6.0 Console to add
terminals (phonesets) and addresses (DN). Communication Control Toolkit
provides the following preconfigured default resources:
Terminal Types:
Agent: An agent terminal can log on to an ACD queue and answer calls
routed to that queue (if scripted). An Agent terminal can also make
calls.
Knowledge Worker: A knowledge worker terminal cannot log on to an
ACD queue or answer calls routed to a queue. A knowledge worker
terminal can make and answer regular calls.
Address Types:
Basic: A basic address (SCR key) is an address with a terminal
(physical endpoint) associated with it. The basic address is used by
Communication Control Toolkit 6.0 users to answer and make calls.
Route Point: A route point address (CDN) is an address to a terminal
that is not associated with a line. The Route Point address is used by the
Telephony Service Provider to accept incoming contacts or as a point to
which contacts are routed.
Agent: A position ID (ACD key) for the CS 1000/Meridian 1 switch.
Providers: The Communication Control Toolkit 6.0 provides support for

one telephony service provider. The Nortel Communication Control
Toolkit is driven by a switch interface service provider (for example, a
TAPI connector or an IPML connector).
Passive
CCMM

Import multiple resources

You can use the importing tool to import multiple resources at one time. Nortel
recommends that you import resources rather than add them individually to
avoid errors.
Communication Control Toolkit provides the following importing tools:

Import Addresses and Terminals: Import addresses and terminals from
the type of Communication Control Toolkit installation (MPS, TAPI, or
ICM).
Import Windows Users: Import users from workstation and local domain.
Import Workstations: Import workstations from local domain.
Import Contact Center Users: Import agents or agent supervisors that are
configured using Contact Center Manager Administration.
If you installed Communication Control Toolkit 6.0 in a domain, the local

administrator must have user access for that domain to access and import
domain resources in the NCCT Console.
You can import these resources in NCCT Admin on the NCCT 6.0 Console.
You can use only the Importing Utilities when the Communication Control
Toolkit 6.0 server is offline.
Import addresses and terminal data

You can import data from the switch (addresses and terminals) using the Import
Addresses and Terminals tool. If you select Import Addresses & Terminals, the
type of Communication Control Toolkit installation (MPS, TAPI, or ICM)
determines what information is imported. If you do not want to import multiple
addresses and terminals, proceed to “Import users from the Communication
Control Toolkit 6.0 server and local domain” on page 500.

Importing multiple addresses and terminals

2 Ensure that the following Control Communication Toolkit server services
are stopped:
NCCT Server
NCCT TAPI Connector Service (if installed)
Nortel MPS Service (if installed)
Nortel RSH Daemon (if installed)
3 Close the NCCT 6.0 Console.
4 Restart the Data Access Layer Service.
a. Open the Services window from Start > Administrative Tools >
Services.
b. Right-click the NCCT Data Access Layer service, and then click
Restart.
Result: The service is restarted.
c. Close the Services window.
NCCT 6.0 Console.
6 Expand NCCT Admin.

7 Click Importing Tools.

Result: The available Importing Tools appear.

8 Double-click Import Addresses & Terminals.

Result: The Import Data Properties window appears.
Note: The image that follows shows the Addresses & Terminals window for
the TAPI SP for M1. Your Import Addresses & Terminals window shows
your selected service provider.
9 Click Browse.
Result: The available terminals and addresses from the Service Provider
appear.
10 Click Apply.
Note: No selection is possible; you must import all available terminals and
addresses. You must ensure that all terminals are imported along with their
associated addresses and vice versa.
Result: The Importing from the telephony service provider confirmation
window appears.

11 Click OK on the confirmation box.

Result: The Data is imported.
Import users from the Communication Control Toolkit 6.0 server and
local domain
You can import Windows users from the Communication Control Toolkit 6.0
server and from the local domain using the Import Windows Users tool. If you
do not want to import Windows users, skip this step and continue on to “Import
Contact Center users” on page 504.
Notes:
If you want to import users from a domain, the Communication Control
Toolkit user must be logged on to the specified domain.
If you are importing domain users configured using the
domain.companyname.com format, the utility imports the user using the
domainname\username format.
If you want to import users from a domain, the Communication Control
Toolkit administrator must be logged on to the server using a domain user
account that is also a local administrator account on the Communication
If you want to import workstations from a domain, the Communication
Control Toolkit administrator must be logged on to the Communication
Control Toolkit server using a domain user account that is also a local
administrator account on the Communication Control Toolkit server.
Importing Windows users

2 Make sure that the following Control Communication Toolkit server
services are stopped:
NCCT Server


Services.
Restart.
NCCT 6.0 Console.
8 Double-click Import Windows Users.

9 Select the users from the current server that you want to import.
Note: You can select multiple users by holding down the CRTL key while
selecting each user.
10 Click Add.
Result: The workstation users are added to the import list (in the lower
portion of the Import Windows Users Properties window).
11 Click OK.
Result: The selected users are imported into the Communication Control
Toolkit database.
Import workstations from the local domain

You can import workstations from the local domain using the Import
Workstations tool. To import domain users, you must be logged on to that
domain.
If the Communication Control Toolkit server is on a stand-alone server in a

workgroup, there are no other workstations to import.
If you do not want to import local domain workstations, skip this step and
continue on to “Import Contact Center users” on page 504.
Importing workstations from the local domain

NCCT Server
Services.

Restart.
NCCT 6.0 Console.
8 Double-click Import Workstations.
Note: If the Communication Control Toolkit server is in a workgroup on a
stand-alone server, there are no workstations to import.
Result: The Import Work Stations Properties window appears.

9 Select the workstations to import.

Note: To select multiple workstations, hold the CTRL key and select the
workstations.
Result: The required workstations are selected for adding to the importing
list.
10 Click Add.
Result: The required workstations are added to the Selected Workstations
list.
11 Click OK.
Result: The selected workstations are imported into the Communication
Control Toolkit database.
Import Contact Center users

You can import Contact Center users (agents and agent supervisors) that are
configured for Contact Center Manager Server using Contact Center Manager
Administration.
Before importing Contact Center users, you must complete the following:
enable the Open Queue feature (for multimedia)on Contact Center Manager
Server
configure the Communication Control Toolkit server using the NCCT 6.0
Console
enable the Contact Management Framework replication for the
Communication Control Toolkit
configure at least one user (agent or agent supervisor) using Contact Center
Manager Administration
Importing Contact Center users from Contact Center Manager

Administration
NCCT Server


Services.
Restart.
NCCT 6.0 Console.

8 Double-click Import Contact Center Users.

9 Contact Center Users can be imported two ways:

a. Select a Contact Center user from the Available Contact Center User
list and click Add.
b. Click Add All to import all available Contact Center users.
10 Click OK.
Result: You are prompted with a notification that all selected users are
imported.
11 Click OK.
Result: The Contact Center users are imported to the Communication

Add individual resources

You can also use the NCCT 6.0 Console to add users, Contact Center users,
Contact Center user groups, terminal groups, address groups, and workstations.
Adding a single resource

NCCT 6.0 Console.
3 Right-click the resource name in the left pane of the console.
4 Click New > New Resource.
5 Configure the properties of the resource you want to add.
Note: User names, address names, terminal names and Contact Center
user names cannot exceed 100 characters. User group names, address
group names, terminal group names, workstation group names, and
Contact Center group names cannot exceed 50 characters.
6 Click OK to add the configured resource.

Step 46. Map resources
After all of your resources are created, you must map the resources. Mapping
resources assigns users, Contact Center users, addresses, and terminals to groups
of resources, and then associates the individual resources or resource groups to
workstations. Mapping ensures that the contacts (voice or multimedia) are sent
to the correct communications endpoint so that a user on a particular workstation
can handle the contact.
Use the NCCT 6.0 Console to map or associate resources with other resources
for handling contacts.
If you are using a Communication Control Toolkit client that is developed using
the Communication Control Toolkit Software Development Kit (SDK), you
must assign users, terminals, and workstations in the NCCT Console.
Resource types
You can use information in Nortel Communication Control Toolkit Installation
and Maintenance Guide to create the following main Communication Control
Toolkit resources:
User: A Communication Control Toolkit 6.0 user is a Contact Center agent
who is logged on to one or more communications terminals to receive
queued contacts or a knowledge worker.
User Group: The Communication Control Toolkit 6.0 user groups
represent logical groups of users (for example, a sales group or a support
group).
Contact Center User: A Communication Control Toolkit 6.0 contact
centre user represents a user that is configured in Contact Center Manager
Administration and Contact Center Manager Server (agent or supervisor).
Contact Center User Group: The Communication Control Toolkit 6.0
Contact Center user group represents logical groups of Contact Center
Users (for example, agents or supervisors).
Address: A Communication Control Toolkit 6.0 address represents a
logical communications endpoint (for example, an e-mail address, a
telephone number).

Address Group: The Communication Control Toolkit 6.0 address groups

represent logical groups of addresses. For example, a sales group, a support
group, or a group of route point (CDN) addresses.
Terminal: A Communication Control Toolkit 6.0 terminal represents a
physical (including software applications) communications endpoint. For
example, an e-mail client, or an IVR line.
Terminal Group: The Communication Control Toolkit 6.0 terminal
groups represent logical groups of terminals. For example, local office,
support office, or sales office.
Workstation: A Communication Control Toolkit 6.0 workstation
represents a computer used by Communication Control Toolkit 6.0 client
applications. A Communication Control Toolkit 6.0 workstation must share
a domain security context with the Communication Control Toolkit 6.0
server. The workstation must be in the same domain or in a trusted domain
with the server.
Note: Terminal groups, user groups, and address groups must not be used unless
the hotdesking feature is enabled in Communication Control Toolkit.
Map information
Mappings use the following principles:
Mappings are bidirectional. This means that if you map one resource to a
second, the second resource is also mapped to the first.
For example, if you map a user to a user group, the user group is also
mapped to the user.
Mappings are distributed using groups. If you map one resource to a second
resource that is a group, and the second resource to a third, the first resource
is also mapped to the third.
For example, if you map two users to a user group, and then map the user
group to a terminal, the users are considered mapped to the terminal adn the
associated address.
Or, if you map a user to a user group, the user inherits the user group
terminals and addresses.

Mappings are not associative. If you map one resource to a second, and
map the first resource to a third, the second and third resources are not
mapped to each other.
For example, if you map a terminal to an address, and then map that
terminal to a user, the user does not inherit the address. You must also map
the address to the user.
Resources cannot be mapped to resources that are the same type as itself.
For example, you cannot map a user to a user, or a terminal to a terminal.
Grouped resources cannot be mapped to resources that are closely related.
For example, you cannot map a terminal group to an address group because
both resources are types of end points.
Communication Control Toolkit supports the default automatic mapping of
addresses. Automatic mapping of addresses is only supported when you are
mapping terminals. Any mapping of a terminal (or terminal groups) to a
user (or user group) will have the address automatically mapped.
If you add a new terminal to an existing terminal group, any user (or user
group) that are mapped to the terminal group are by default automatically
mapped to the addresses of the new terminal.
If you add a new a user an existing user group , any terminal (or terminal
groups) that are mapped to the user group are by default automatically
mapped to the addresses of the terminal or terminals in the (terminal
groups). The address configured within each terminal should not be in a
Address Group, they are already associated to the terminal. Doing this can
exceed the CTI control capacity. Only route point (CDN) addresses should
be in the address group.
Only terminals are mapped to workstations.

The following table shows the valid resource-to-resource mappings.
Contact
Contact Center
User Center user Terminal Address
User group user group Terminal group Address group
User X X X X X X X
User group X X X X X X X
Contact X X X
Center user
Contact X X X
Center user
group
Terminal X X X X
Terminal X X X
group
Address X X X X
Address X X X
group
Workstation X
For example, the first column in the table shows that users can be mapped to
user groups, Contact Center users, Contact Center user groups, terminals,
terminal groups, addresses, and address groups, but not to workstations.
Notes:
You must map contact center users to a terminal, and then map the terminal
to a workstation.
When you map a user to a terminal, the addresses are mapped to the user by
default.
Do not map route point addresses to terminals: route point addresses are not
associated with terminals.

Mapping is usually only used when hotdesking is needed because mapping can
effect the control capacity of Communication Control Toolkit if not configured
properly. Nortel recommends that you map one user to one terminal to one
workstation.
Examples
The following sections are examples of mapping.
Multimedia Contact Center

In a Contact Center, perform the following mappings:
1. Map Contact Center users to Windows users, so that the Windows users
can 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
2. Map the Windows users to a Window user group to facilitate easier
mapping when hotdesking is used in the Contact Center. You can use a
group to map multiple resources to a user. Using groups of resources
decreases the administration time of resource configuration for users when
multiple resources must be mapped to groups of users.
3. 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.
4. Map addresses to terminals to configure an physical and logical end
communication point. The address to terminal mapping gives a logical
communication point, such as a telephone number on a telephone or IVR
line. Another example is an e-mail address on an e-mail server.
5. Finally, map terminals to workstations. Users log in to Communication
Control Toolkit client applications through the workstation using their
Windows log in credentials. Upon authentication, CCT provides the user
access to the resources configured the user. When you map a workstation to
a terminal, you identify the specific terminal located with the workstation.

Use hot desking and agent roaming

In Communication Control Toolkit configuration, hotdesking and agent roaming
are equivalent. Using the hotdesking feature, agents can log on to a
Communication Control Toolkit client on any workstation configured in the
Communication Control Toolkit database. Using any configured workstation,
agents can control the terminal and addresses associated with that workstation.
Agent roaming is different from the CS 1000 Hotdesking feature.
To enable hotdesking (agent roaming) in Communication Control Toolkit, a

Windows user is mapped to multiple terminals; these terminals are mapped to
their respective workstations. The user’s terminal is determined by the
workstation that the user logs on to. For example:
Terminal_1 is mapped to workstation_1.
Terminal_2 is mapped to workstation_2.
For example, assume that User _1 is mapped to Terminal_1 and
Terminal_2, as well as their respective addresses. If User_1 is logged on to
workstation_2, then the user is also logged on to Terminal_2.
In a non-resident environment, the user is mapped to a terminal. The terminal is

mapped to a workstation and addresses. Nortel recommends you map the
terminal to a workstation.
This section covers the basic resource mapping configuration as part of the
postinstallation configuration. For information about all other mappings, see
Nortel Communication Control Toolkit Installation and Maintenance Guide.
To configure hotdesking, perform the following steps:

1. Map all of the individual terminals into a terminal group.
2. Ensure all of the individual terminals have the correct addresses mapped to
them.
3. Map all of the addresses associated to the terminals into one address group
4. Map all of the users that are allowed to hotdesk or roam into one user
group.
5. Map the terminal group from step 1 to the user group mapped in step 4.
6. Map the address group from step 3 to the user group mapped in step 4.

7. Map each of the individual terminals to a work station.
A terminal should be mapped only to one WorkStation. If additional terminals

(and therefore addresses) are needed in the hotdesking group, add the new
terminals to the terminal group and the new addresses to the address group.
Follow the previous process to ensure that the correct resources are available to
all roaming Communication Control Toolkit users at all times.
Map configured resources

Using the example described on page 512, in a Contact Center, you must
perform the following mappings:
Map Contact Center users to Windows users.
Map Windows users to a Windows user group.
Map Windows users to terminals.
Map addresses to terminals.
Map terminals to workstations.
Map a Contact Center user to a Windows user

Before you map a configured Contact Center user group to any other resource,
you must first make sure that the other resource exists and that you configure it
correctly. If the resource does not exist, you must create it.
Mapping a Contact Center user to a Windows user

NCCT 6.0 Console.

3 On the console, expand NCCT Admin, and click Contact Center Users.
Result: The assigned Contact Center users appear.

4 Double-click the Contact Center user you want to configure.

Result: The Contact Center User Properties window appears.

5 Click the User Maps tab.

Result: The User Maps page appears.
6 Select the appropriate users and user groups from those in Available
Users and User Groups.
Note: Press CTRL and click users to select more than one user or user
group.

7 Click Add to move the selected users and user groups to Mapped Users
and User Groups.
Result: The users and user groups appear in Mapped Users and user
Groups.

8 Click OK.
Result: The Contact Center Users or Contact Center user groups are
mapped to a WIndows user, and the Windows user is mapped to the
Contact Center users and user groups. You can verify by looking at the
User properties window, on the CC User Maps page.

Mapping a Windows user to a user group

Before you map a Windows user to any other resource, you must first make sure
that the other resource exists and that you configure it correctly.
1 On the NCCT 6.0 Console, expand NCCT Admin, and click Users.
Result: The assigned users appear.

2 Double-click the user you want to configure.

Result: The User Properties window appears.

3 Click the User Group Maps tab.

Result: The User Group Maps window appears.
4 Select the appropriate user groups from the Available User Groups list
5 Click Add to move the selected user group to the Mapped User Groups
list.
Result: The user group appears in Mapped User Groups.
6 Click OK.
Result: The user group is mapped to this user.

Mapping a user group to a terminal

Before you map a Windows user group to any other resource, you must ensure
that the other resource exists and that you configure it correctly.
1 On the NCCT 6.0 Console, click User Groups.
Result: The User Groups folder on the console is selected.
2 Double-click the user group you want to configure.

Result: The User Group Properties window appears.

3 Click the Terminal Maps tab.

Result: The Terminal Maps page appears.
4 Select the appropriate terminals and terminal groups from those in the
Available Terminals and Terminal Groups list.
5 Click Add to move the selected terminals and terminal groups to the
Mapped Terminals and Terminal Groups list.
Result: The terminals and terminal groups appear in Mapped Terminals
and Terminal Groups.
6 To automatically map addresses that are related to the selected terminals
and terminal groups, select the Automatically map/unmap related
Addresses check box.
7 Click OK.
Result: The terminals and terminal groups are mapped to this user group.

Mapping an address to a terminal

Before you map an address to any other resource, you must ensure that the other
resource exists and that you configure it correctly.
1 On the NCCT 6.0 Console, click Addresses.
Result: The Addresses folder on the console is selected.
2 Double-click the address you want to configure.
4 Select the appropriate terminal from those listed in the Available

Terminals list.
5 Click Add to move the selected terminal to the Mapped Terminals list.
Result: The terminal appears in Mapped Terminals.
6 Click OK.
Result: The terminal is mapped to this address.

Mapping a terminal to a workstation

Before you map a terminal to any other resource, you must first make sure that
the other resource exists and that you configure it correctly.
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.
3 Click the WorkStation Maps tab.
Result: The Workstation Maps page appears.
4 Select the appropriate workstation from those in the Available

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

Step 47. Verify the success of the CCT

installation
Follow the procedures in this section to use the Reference Client application to
verify that your Communication Control Toolkit installation succeeded.
Creating a new Windows user

1 On the Start menu, right-click My Computer.
2 Click Manage.
3 Expand the Local Users and Groups option.

4 Right-click the Users folder, and then click New User.

Result: The New User Properties window appears.
5 In the User name box, enter the user ID.

6 In the Password box, enter a password for your user.
7 In the Confirm password box, enter your password again.
8 Click Create.
Result: The new user is created.
Creating a Windows user in Communication Control Toolkit

Administration Tool
You must create a Windows user with the same logon ID and password in the
Communication Control Toolkit Administration tool as the Windows user you
created in “Creating a new Windows user” on page 527.
1 Navigate to the NCCT 6.0 Console from Start > All Programs > Nortel >
Communication Control Toolkit > NCCT 6.0 Console.
2 On the console, click Users.

3 Right-click the Users folder, and then choose New > New User.
Result: The New User Properties window appears.
4 In the User Login Name box, enter the hostname/user ID for the user you
created in the previous procedure “Creating a new Windows user” on page
527.
5 In the First Name box, type the first name of the user.
6 In the Last Name box, type the last name of the user.
8 Select a terminal for the user from the Available Terminals list.
9 Click Add.
10 Click the Address Maps tab.
11 From the Available Address list, select an address for the user.
12 Click OK.

Map voice and multimedia resources

Before you start the Reference Client, make sure you have configured the
resources required for the Contact Center.
Use the Communication Control Toolkit Console (NCCT Console) to verify the
following:
Ensure that the user is configured in the Communication Control Toolkit
Administration tool with the Contact Center user you just configured,
address and terminals.
Ensure the addresses and terminals have the correct association between
them.
Ensure that you mapped a terminal to your user, an address to your user,
and the terminals to addresses.
Ensure that terminals are configured using the following format: Line
l.s.c.u. This setting is case-sensitive.
Verify the Contact Management Framework configuration

When configuring the Contact Management Framework (CMF) use either the
cmfconfig.exe utility (located in the CCT installation directory) or the CMF
Configuration tab (NCCT 6.0 Console), a log file is created (cmfconfig.log) in
the root directory of the C: drive.
The cmfconfig.log file contains information about parameters with which the
cmfconfig.exe utility was run, Contact Center Manager Server and
Communication Control Toolkit co-residency information, if applicable, the
name of the parsed XML file, parsed values and parsing results, and any errors
reported by the utility.
The CMF Configuration tab of the NCCT 6.0 Console runs the cmfconfig.exe
utility in the background. CMF Configuration can be used on the
Communication Control Toolkit server running SUS_0201 or greater.

Starting the Reference Client

1 Log on to the server with the Local Administrator user ID and password.
2 From the Start menu, choose All Programs > Nortel > Communication
Control Toolkit > RefClient.
Result: The following dialog box appears the first time you log on.
3 Click OK.
Result: The NCCT Reference Client window appears.
4 From the Session menu, choose Connect.

5 In the User ID box, enter your user ID.

6 In the Domain box, enter the host name of your Communication Control
Toolkit server or the domain name for your user ID.
7 In the Password box, enter your password.
8 Click OK.
9 In the Available Devices box, select the address you want for the test call.
10 In the Destination Address box, enter the address you want to call.

11 Click Originate.
12 Click Answer.
If the call is successful, then your setup is working properly. If the call
cannot be made, you must test your TAPI configuration.

Checking your lines in the TAPI Browser

Provider > TAPI Browser.
Note: You cannot use TAPI lines to control Communication Control Toolkit
lines. When the TAPI connector service is running, it automatically opens
the lines as Owner. If you have additional TAPI applications running on the
server (for example, the TAPI Browser), you must specify the
linesetcallprivilege command (which gives TAPI Browser ownership of the
call) so you can answer the call.
a. Select a line.
b. Click Call+.
c. Select the call.
d. Click lineSetCallPrivilege.
e. Select dwCallPrivilege.
f. Select OWNER.
g. Click OK.
2 Click Initialize lines.
3 Click Open all lines.
Result: The lines should open successfully. If you see errors, you must
verify the configuration of the lines with errors on your switch. For more
information, see the TAPI Network Managers’ Guide.
Communication Control ToolkitCommunication Control ToolkitYou must

ensure that the Microsoft .NET Framework 1.1 is installed on the computer to
use the Communication Control Toolkit Reference Client application. Microsoft
.NET Framework 1.1 is installed on computers with Windows 2000, Windows
2003 and Windows XP. If you use Windows Vista, you must download and
install the .NET Framework Redistributible 1.1 file dotnetfx.exe from Microsoft
at www.microsoft.com.

Step 48. Communication Control ToolkitCommunication Control

ToolkitEnable Open Queue (optional)
Open Queue is a licensed feature on Contact Center Manager Server. If the

feature is enabled, it allows third-parties including Contact Center Manager
Multimedia to create, read, and delete contacts in Contact Center Manager
Server. The software to run the feature is installed automatically during server
installation. You must have a license file to activate this feature. If the feature
license is not requested during installation, then a voice-only Contact Center is
available after configuration is complete. In this scenario, you cannot assign
contact types to agents. An agent receives only voice contact types. The services
associated with Open Queue are configured and running but have no effect.
Follow the procedure in this section to enable Open Queue and to configure the
agent properties to accept mutimedia contacts.
ATTENTION
Enabling Open Queue on a server that previously provided only voice

Contact Center
1 The License Manager must be licensed to provide Open Queue session
licenses. See Appendix D for a description of the keycode.
2 The license manager must be licensed to provide agent licenses for the
required contact types. See Appendix D for a description of the key codes.

Server Setup Configuration.
Result: The Nortel Contact Center Management Server Setup
Configuration Utility window appears.


3 From the CCMS Optional Package list, select Open Queue.

4 Click OK.
5 Click Yes.
Result: The server is configured, and then the following:

6 Click OK.
7 Click Yes to restart the server.

8 After you restart the sever Contact Center Manager Server is Open Queue
enabled. You must now configure the server to route multimedia contacts.
Creating a new skillset

1 Log on to the Contact Center Manager Administration application.
2 On the system tree, in the Configuration component, double-click the
server on which you want to create the skillset.
Result: The server expands to reveal its resources.

3 Click the Skillsets heading.

Result: The Skillsets table appears in the right pane.
4 In the Skillset name box, type the name of the new skillset.
Tip: You can type a name that includes a maximum of 30 characters, no
numeral as first character, no spaces, special characters, or languages
other than English. While skillsets and applications can share the same
name without affecting pegging, to help distinguish skillset names from
application names, you can add _SK to the end of the name. For example,
Sales_SK or Service_SK. Also, if you want to see a certain grouping of
skillsets or applications together in a Real-Time Display, you can use an
alpha character, followed by a number at the beginning of the skillset or
application name to group the applications and skillsets together. For
example, CC1_Sales, CC2_Service, and CC3_Res.
5 From the Skillset Type list, select the type of skillset. Based on your switch
type, you have a choice between Local and Network.
6 In the Default Activity Code field, type the activity code that is registered
whenever this skillset is used. This number must be defined in the system
already.
7 In the Threshold Class field, type the name of the threshold class
associated with this skillset.
8 For network skillsets only, in the Call Source Preference field, select how
you want to configure the order of calls in the queue based on the source of
the call. If you select None, calls enter the queue based on age.

9 In the Call Age Preference field, select how you want to configure the
order of calls in the queue. If you want priority to be given to the oldest call
in the system, select Oldest. If you want priority to be given to the first call
in the queue, select First in queue.
10 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.
11 In the Out of Service Mode box, select a value to take the skillset offline
and specify the service mode for the manual night service switch.
12 For networking skillsets only, in the Call Request Queue Size box, type
the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. You can type numbers only in the range
11—999.
13 For networking skillsets only, in the Flow Control Threshold box, type the
number of calls required to re-open a closed network skillset queue. The
value must be less than the Call Request Queue Size (CRQS). This field is
ignored if the CRQS is set to 0.
14 For networking skillsets only, select the Include Local Node check box if
you want to allow the source node to be included as part of the network
routing decision for this network skillset. If you do not click this check box,
then the source node is not included in the routing decision. You can
configure this value for each network skillset on a per-site basis.
15 Optionally, in the Comment box, type any comments you have about the
skillset.
16 To save your changes, press tab.

Editing an agent’s properties

2 On the Contact Center Management menu bar, click View/Edit >
Supervisors.
Result: The system tree refreshes and the list of servers appears.
3 On the system tree, click the server under which you want to work with the
supervisor or agent profile.
Result: The list of supervisors configured on the server appears.

4 Click the supervisor to whom the agent is assigned.

Result: The tree expands to reveal the list of agents assigned to this
supervisor.
5 Right-click the agent whose profile you want to edit, and then click View
Agent Details from the pop-up menu.
Result: The Agent Details window appears.
6 From the Contact Type list, select a contact type.
7 Click Submit to save your changes
Assigning the media specific skillset to the agents

Agents who handle multimedia contacts must have Multimedia configured in
their agent properties in the Contact Center Manager Administration.
2 Click Contact Center Management.

3 Click View/Edit, and then click Agents.
4 Click the agent’s name.
Result: The Agent Details window appears. You can view all of the agent
properties.

5 Click Skillsets.
6 Click List All.
7 Configure a priority for this agent for each of the skillsets:

EM_Default_Skillset for e-mail contacts
OB_Default_Skillset for outbound contacts.
VI_Default_Skillset for voice contacts.
WC_Default_Skillset for Web contacts.
Note: These skillsets are default skillsets, one for each contact type. To
configure additional skillsets, see the Contact Center Administrator’s
Guide.
8 Click Submit to save the changes for this agent.
9 Repeat steps 3–9 for each multimedia/outbound agent.
10 Close Contact Center Manager Administration.

Write the scripts to provide contact type specific handling

For more information about writing scripts, see the Contact Center Manager
Scripting Guide for Communication Server 1000/Meridian 1 PBX for
Communication Server 1000/Meridian 1 PBX and SIP script information. See
the Contact Center Manager Scripting Guide for Communication Server 2x00/
DMS for Communication Server 2x00/DMS script information.

Step 49. Install LinkPlexer
If you use a Communication Server 2x00/DMS switch, you must install

LinkPlexer. A LinkPlexer 6.0 system consists of a PC running the Microsoft
Windows Server 2003 operating system. The system is connected to a
Communication Server 2x00/DMS switch.
If you are adding LinkPlexer to your configuration, see the following section for
installation procedures. For LinkPlexer server requirements, see the Nortel
If you are installing LinkPlexer co-resident with Contact Center Manager

Server, the switch IP address should be the same as the Contact Center Manager
Server IP address.
If you are installing LinkPlexer as a stand-alone server, the switch address

should be the same as the LinkPlexer IP address.
For additional information, see the Nortel LinkPlexer Installation and

Configuration Guide.
Installing the iButton software and hardware

In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a
USB adapter for mounting the iButton on the server, a keycode specific to the
iButton, and Dallas Semiconductor 1-Wire drivers.
Installing the 1-Wire iButton drivers

1 Remove any 1-Wire USB devices that are plugged in an available USB port
of the LinkPlexer 6.0 server. Leave any non-USB devices plugged in.
2 Insert the DVD containing LinkPlexer 6.0 into the DVD drive and using
Windows Explorer, launch the installation package <DVD
DRIVE>:\LinkPlexer\ThirdParty\install_1_wire_drivers_v400.msi. You
can also obtain the 1-Wire drivers from the following Web site:
http://www.maxim-ic.com

3 The1-Wire-Drivers Welcome window appears.
4 Click Next.

5 Read the License Agreement, select I Agree, and then click Next.
Result: The Custom Installation Choices window appears.
6 Ensure that all check boxes are cleared, and then click Next.
Result: The 1-Wire Drivers USB Warning window appears.
7 If a 1-Wire USB device is attached to the LinkPlexer 6.0 server, unplug it.

8 Click Next.
Result: The Select Installation Folder window appears.
Note: The default folder for installation appears. If you want to select an
alternative location, click Browse or type the path in the Folder box.
9 Click Disk Cost to ensure that sufficient disk space is free on the selected
disk for the installation.
10 Under Install 1-Wire Drivers for yourself, or for anyone who uses this
computer, select Everyone.

11 Click Next.
Result: The Confirm Installation window appears.
12 Click Next to begin the installation.

Result: The Installing 1-Wire Drivers window appears. The installation
proceeds. The Back and Next buttons are unavailable during the
installation.

When the installation is complete, the USB Instructions message box

appears.
13 Insert the USB adapter and click OK. Wait for Windows to detect the new
hardware.
Result: The Welcome to the Found New Hardware Wizard window
appears.
Note: If Windows cannot detect the driver, select it manually by browsing to

the location where the 1-Wire software is installed.

14 Under Can Windows connect to Windows Update to search for new

software?, select No, not this time, and then click Next.
Result: The Found New Hardware - This Wizard helps you install software
for USB Host Adapter for 1-Wire Network window appears.
15 Select Install from a list or specific location (Advanced), and then click
Next.
Result: The Found New Hardware - Please choose your search and
installation options appears.

16 Select Search for the best driver in these locations.

17 Clear the check box for Search removable media (floppy, CD ROM).
18 Select Include this location in the search.
19 Click Browse and navigate to the location where you installed the driver in
Step 8 (by default, C:\Program Files\Dallas Semiconductor\1-Wire Drivers
Version 4.00)
Result: The Security Alert - Driver Installation window appears.

20 Click Yes.
Result: The application installs the USB Host Adapter for 1-Wire Network.
The 1-Wire Net Port Selection window appears.
The application detects the iButton adapter that is installed and sets up the
1-Wire driver to access this device.
21 Click Next.
Result: The 1-Wire Net Port Selection window appears.

22 Click Auto-Detect. The application searches all ports for the connected
device.
Result: A Warning message box appears, indicating that the application
communicates with all available ports until it finds an iButton device.
23 Click OK.
Result: The Auto-Detect In Progress dialog box appears.
When Auto-Detect locates a device, the following window appears.

24 Click Yes to select the detected port as your 1-Wire Net Port.
Result: The auto-detect process is complete. The Installation Complete
window appears.
Note: If the Auto-Detect process fails to locate a device, see the

Troubleshooting section.
25 Click Close.
26 Restart the LinkPlexer 6.0 server.
Note: The 1-Wire installation process creates a Start menu folder called 1-
Wire Driver. This folder contains the default 1-Wire Net application for
detecting and setting the port and device, and a Java-based
OneWireViewer for viewing the attached device.

Installing LinkPlexer 6.0

1 Insert the DVD containing LinkPlexer 6.0 into the DVD drive. In Windows
Explorer, browse to <DVD DRIVE>:\LinkPlexer\Setup.exe.

2 Click Next.
Note: The default folder for installation appears. Nortel recommends that
you use the default location.You can change the folder for installation by
clicking the Change button.
3 Click Next.

4 Click Next.
Result: The Installing Nortel LinkPlexer 6 window appears.
When the installation is complete, the InstallShield Wizard Completed

window appears.
5 Click Finish. The LinkPlexer 6.0 installation is now complete.

Entering the keycode

1 Click Start > Programs > Nortel Contact Center > LinkPlexer >
KeycodeTracker.
Result: The LinkPlexer KeycodeTracker window appears.
2 In the Keycode box, type the supplied keycode.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker window closes. The
KeycodeTracker application closes.
Using Tracker
The LinkPlexer Tracker application provides information about the LinkPlexer
6.0 build version and the operating system. It detects and displays information
about the Microsoft Windows operating version, the build number and date of
the installation, and the version number and date of any PEP installation.
Launching the Tracker application

Click Start > Programs > Nortel Contact Center > LinkPlexer > Tracker.
Result: The Tracker window appears.

The LinkPlexer Tracker application window displays the following components

and information:
Windows—refers to the operating system and service pack versions
Tracker—indicates the current version of the LinkPlexer Tracker
application
DMS Server File Stamp—refers to the version of the file stamp
Build Info—indicates the LinkPlexer 6.0 build.
The date for the Tracker, DMS Server File Stamp, and Build Info components
see the date LinkPlexer 6.0 was installed.
LinkPlexer Keycode Tracker

Use the LinkPlexer Keycode Tracker to enter the dongle keycodes. The
Keycode Tracker displays the number of applications that can connect to the
LinkPlexer 6.0 server.
You can also use the Keycode tracker to confirm dongle detection. Click the
Check Dongle button and wait approximately 10 seconds. If a dongle is
detected, the Check Dongle box on the Keycode Tracker window displays
Connected. If the dongle is not detected, the Check Dongle box displays Not
Connected.
Alternatively, the dongle can be also be detected using iButton applications as

referred to at http://www.ibutton.com/software.

Entering keycodes with LinkPlexer Keycode Tracker

Keycode Tracker.
Result: The Keycode Tracker window appears.
2 Type the supplied 16-character keycode in the Keycode boxes.

3 Click Apply.

Step 50. Disable all time synchronization

features of the operating system
If the Contact Center Manager Server is in a Communication Server 2x00/DMS

or SIP environment or is the Network Control Center server, you can proceed to
Step 73. “Complete other postinstallation tasks” on page 2297.
If the Contact Center Manager Server is in a Communication Server 1000/

Meridian 1 PBX environment, you must complete the following steps to avoid
potential call processing outages.
1. Disable Date and Time features.
2. Disable the Windows Time service.
If you disable the Date and Time features after you disable the Windows Time
service, the Startup type for the Windows Time service is set to Automatic.
Disabling Date and Time features

1 Click Start > Control Panel > Date and Time.
Result: The Date and Time Properties dialog box appears.
2 Click the Time Zone tab.
3 Clear the Automatically adjust clock for daylight saving changes check
box.
4 Click the Internet Time tab.
Note: If you click this tab and click OK without making changes, the Startup
type for the Windows Time service is set to Automatic.
5 Clear the Automatically synchronize with an Internet time server check
box.
6 Click Apply to save your changes.
7 Click OK.

Disabling the Windows Time service

Disable the Windows Time service to stop it from running then attempting to
synchronize the CCMS server time with a time source.
1 Click Start > Administrative Tools > Services.
2 In the right pane, double-click Windows Time.
Result: The Windows Time Properties dialog box appears.
3 On the General tab, in the Service Status area, click Stop.
4 From the Startup type list, select Disabled.
6 Click OK to close the Windows Time Properties dialog box.

Step 51. Other postinstallation tasks for

Complete the following postinstallation tasks to complete the installation of the

server software.
Configure RSM
You must configure the RSM service to provide moving window and interval-
to-date statistics for multicast Real-Time Displays. For instructions to configure
RSM, see Chapter 15, “Install and configure Real-Time Statistics Multicast.”.
ATTENTION
RSM compression is supported on Contact Center Manager
Server, but is not supported with Contact Center Manager
Administration. If RSM compression is configured on
Contact Center Manager Server, Contact Center Manager
Administration Real-Time Displays do not work.
Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
Configure the Windows SNMP service on the server.
Select the types of events to be forwarded to the NMS.
Configure the NMS.
For more information, see “Configure SNMP on the server” on page 2611.
Change your Event Viewer settings

Based on the size of your Contact Center, change the size of your Windows
Application Log that hold events produced by the Contact Center Manager
Server application. For information, see “Change the Windows EventLog size”
on page 2608.

Back up the server

Create full, database, and (if applicable) RAID backups of the server. For
instructions, see Chapter 11, “Back up data.”.
Verify your security settings

Ensure that your security settings meet the requirements for your Contact
Center. For more information about security settings for Contact Center
Manager Server, see “Manage security” on page 2491.
Activating the Nortel Contact Center Security Template

You can use the set of predefined Windows Server 2003 Security Templates,
part of Nortel Contact Center, 6.0 to quickly deploy and secure the Nortel
Contact Center 6.0 suite of servers. For more information, see Chapter 16,
“Manage security.”.
Configure Give IVR

Complete the following procedure if you are enabling Give IVR. This involves
editing the registry settings. For more information about the Give IVR scripting
command, see the Nortel Contact Center Manager Scripting Guide for
Communication Server 1000/Meridian 1 PBX or the Nortel Contact Center
Manager Scripting Guide for Communication Server 2x00/DMS.
SNPA and DialPlan values

SNPA (Serving Numbering Plan Area code) is a 3-digit parameter configured on
the Communication Server 2x00/DMS switch. The SNPA values are defined in
the switch table HNPACONT. The value of the switch SNPA is indicated by
running a query on a DN associated with an agent configured on the switch and
used by Contact Center Manager Server. For example, QDN 6841003 returns
the information associated with the agent DN 6841003. The SNPA is identified
as one of the listed parameters for the DN.

The DialPlan identifies the number of digits of the CDN value that Contact
Center Manager Server uses when the call is routed to the idle agent. The
DialPlan is used when a call currently receiving voice treatment is interrupted
because an idle agent becomes available. The number of digits to dial is the
number of digits a used when dialing the CDN directly from a telephone set.
Configuring Give IVR in Contact Center Manager Server

2 Go to Start > Command Prompt.
3 Type regedit and press Enter.
Result: The Registry Editor window appears.
4 Go to My Computer > HKEY_LOCAL_MACHINE > Software > Nortel >

ICCM > NITSM_service.
5 Create an DWORD value for SNPA.
a. Go to Edit > New > DWORD value.

b. Name the value SNPA.
6 Enter supported SNPA value.

a. Right button click the SNPA registry entry.
b. Select Modify.
c. Enter the SNPA information in the Value Data field.
d. Click OK.
Note: This SNPA information must be prefixed to 7 digits IVR ACD DN to
get supported 10 digits IVR ACD DN information. Contact Center Manager
Server does this automatically.
7 Create an DWORD value for DialPlan.
b. Name the value DialPlan.
8 Enter the supported DialPlan value.
a. Right button click the DialPlan registry entry.
b. Select Modify.
c. Enter the DialPlan information in the Value Data field.
9 Click OK.
10 Go to File > Exit to close the Registry Editor window.


Section D: Preparing the client for

CCMA
In this section
Step 52. Configure the display 572
Step 53. Upgrade the browser on client workstations 574
Step 54. Configure Internet Explorer 575
Step 55. Install the Microsoft SOAP toolkit 3.0 (optional) 591
Step 56. Download and install Windows update KB917607 (Optional) 595
Step 57. Install .NET Framework v. 1.1 (optional) 596
Step 58. Accept the license agreement in Server Utility 599
Step 59. Log on to CCMA for the first time 601
Step 60. Download controls to the client 608
Step 61. Install and configure Agent Desktop Display 620

Overview
To log on to Contact Center Manager Administration 6.0, you need to install and
configure a client PC at your client workstations. A client PC can be any
computer in your network, including the Contact Center Manager
Each client PC must be configured with Internet Explorer 6.0 or later with the
latest supported service pack and be supported by one of the following operating
systems:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
For information about the service packs validated with Contact Center Manager
Administration, consult the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List located at
www.nortel.com.
Third-party software and controls

Each Contact Center Manager Client PC in Contact Center Manager
Administration requires different third-party software and controls, depending
on which platform the client runs:
Internet Explorer version 6.0 with the latest supported service pack for all
clients. For information about the service packs validated with Contact
Center Manager Administration, consult the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List
located at www.nortel.com.
Simple Object Access Protocol (SOAP) version 3.0 merge module (a
Microsoft standard component required by all clients running Windows
Server 2003, Windows XP, or Windows 2000 Professional). For details,

see Step 55. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page
591.
A number of controls are required for proper functionality in Contact Center

Manager Administration components. For a complete listing of the controls
required on the client PC, see “Controls that are downloaded to the client PC” on
page 609.
If you want agents to launch the Agent Desktop Display, you must install these
components on each applicable client PC.
This chapter provides instructions for installing and configuring the required
software on the client PCs.

Step 52. Configure the display
On each client PC, you must configure the display settings so that all Contact
Center Manager Administration components are displayed correctly in the
browser window.
Configuring the display settings on the client PCs

This procedure is written for Windows Server 2003. If you have a different
operating system on the client PC, the steps can vary.
1 On the client PC, click Start > Control Panel > Display.
Result: The Display Properties window appears.
2 Click the Appearance tab.

3 In the Font size box, select Normal. If you do not select Normal, some
items cannot be displayed correctly in the browser.
4 Click the Settings tab.

5 Set the screen resolution to 1024 X 768. (Nortel recommends this

resolution to accommodate billboard collection.)
6 Click OK.

Step 53. Upgrade the browser on client

workstations
To access Contact Center Manager Administration with a client PC, you must
upgrade the browser to Internet Explorer 6.0 or later with the latest supported
service pack on each client workstation. For information about the service packs
validated with Contact Center Manager Administration, consult the Contact
Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List located at www.nortel.com.
If your client PCs are already running Internet Explorer 6.0 or later with the
latest supported service pack, proceed directly to Step 54. “Configure Internet
Explorer” on page 575.
Upgrading Internet Explorer on the client PC

To get the latest service pack for Internet Explorer, go to the Microsoft
download page located at www.microsoft.com.
Search for downloads for Internet Explorer and select the latest service pack to
install.

Step 54. Configure Internet Explorer
To access Contact Center Manager Administration with a client PC, you must
configure the browser (Internet Explorer 6.0 or later with the latest supported
service pack) on each client workstation.
When you configure Internet Explorer 6.0 or later, you configure the Contact
Center Manager Administration server as a Trusted Site, and either disable all
cookies or block cookies to the desired level of security.
The supported operating systems for Internet Explorer 6.0 or later on the client
PC are:
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
For information about security issues and Internet Explorer, see “About ActiveX
control security” on page 575.
In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer. For details, see “Disabling pop-up blockers on Internet Explorer” on
page 583.
About ActiveX control security

This section includes information about security issues related to ActiveX
Controls. Active X is separated into three main parts:
digital signatures
code signing certificates (for digital signatures)
Trusted Sites zone and Safe for Scripting

Digital signatures
All controls provided with Contact Center Manager Administration are
contained within .cab files that are digitally signed either by Nortel or by the
third-party vendor of origin. Signing the .cab file verifies that the software
originated from a trusted source. The signed .cab file cannot be altered without
invalidating the signature, which validates that the contents of the .cab file
(including the control) also originated from a trusted source.
If the browser’s security settings stipulate that a control must be signed before it
is downloaded, Internet Explorer checks whether the .cab file containing the
control is signed before downloading an ActiveX control to the client PC. If the
signature is valid, the control is downloaded to the client PC.
Code signing certificates (for digital signatures)

A code signing certificate is used by software publishers to sign code that they
develop and distribute. A signature given by a code signing certificate validates
that the file originates from a trusted source and is not altered since it was
originally published.
This type of certificate is valid for a specified period of time (usually one year)
during which time software developers can use it to sign binary files with their
digital signature. The code signing certificate can expire (usually after one year)
without invalidating the signature. Provided the digital signature includes a
timestamp, the only other requirement for the validity of the digital signature is
that the code signing certificate be valid when the code is digitally signed. The
digital signature includes a timestamp taken from a trusted server to prove the
date on which the code is signed.
Secure Sockets Layer (SSL) certificates are different in that they are not useful
once they expire.
For Contact Center Manager Administration, Nortel uses a code signing

certificate purchased from VeriSign that is renewed each year. The digital
signatures for Contact Center Manager Administration are timestamped against
VeriSign's servers.
For information about VeriSign’s code signing certificates, see

www.verisign.com.

Trusted Sites Zone and Safe for Scripting

Contact Center Manager Administration uses some controls that are not marked
as safe for scripting. To run these controls, you must set the Internet Explorer
security setting Initialize and script ActiveX Controls not marked safe for
scripting to Enable (see Step 53. “Upgrade the browser on client workstations”
on page 574 for more details). Because this setting is required, Nortel
recommends that you add the Contact Center Manager Administration server as
a Trusted Site in Internet Explorer. When you do so, the security settings
required by Contact Center Manager Administration do not apply to other Web
sites in the intranet and Internet zones. These settings are seen as a more secure
solution because it limits the access to these controls.
If these controls are marked as safe for scripting, they are available to all intranet
and Internet zone Web sites; however, because these controls are not marked
safe for scripting, they are available only to trusted sites, a more secure solution.

Configuring Internet Explorer 6.0 or later on the client PC
ATTENTION If the client PC is running Windows XP Service Pack 2, in

addition to the following procedures, you must perform
additional steps to configure the browser for Contact Center
Manager Administration. For information, see “Additional
procedures for configuring Internet Explorer on client PCs
running Windows XP with SP2” on page 584.
If the client PC is running Windows Server 2003 with the
latest supported service pack, in addition to the following
procedures, you must perform additional steps to configure the
browser for Contact Center Manager Administration. For
information, see “Additional procedures for configuring
Internet Explorer on client PCs running Windows Server 2003
with the latest supported Service Pack” on page 586.
1 Start Internet Explorer 6.0 or later.

2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.


Result: The Security tab opens.
4 Click the Trusted Sites icon.

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.
6 Under the ActiveX Controls and plug-ins heading, ensure that Enable is
selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
7 Under the ActiveX Controls and plug-ins heading, ensure that Enable is
selected for Automatic prompting for ActiveX controls.
OR
Ensure that Enable is selected for Download signed ActiveX controls.
Note: All controls required for Contact Center Manager Administration
components are in .cab files that are digitally signed. If you select Enable,
Internet Explorer does not notify you that it is downloading a required
control. The control is automatically downloaded to the client PC the first
time it is required by the Contact Center Manager Administration
component in which you are working. If you select Prompt, the first time
that the control is required by a Contact Center Manager Administration
component a message box appears prompting you to accept the control.

8 Under the Downloads heading, ensure that Enable is selected for the
following:
Automatic prompting for file downloads
File download
9 Under the Miscellaneous heading, ensure that Enable is selected for
Allow Websites to open windows without address or status bars.
(Applicable to Internet Explorer 7.0 only)
10 Click OK.
If you enabled any ActiveX options, a message box appears, asking you to
confirm your choice. Click Yes.
11 Click the Privacy tab to choose the way you want to handle cookies
Result: The Privacy page appears.
12 To disable all cookies, drag the slider to the top of the ruler until Block All
Cookies appears at the top. Alternatively, drag the slider to any of the levels
in the middle of the ruler until you reach the desired privacy setting.
13 Click Apply.
Result: The system applies your privacy setting.


16 Click Sites.
Result: The Trusted sites window appears.
17 Clear the Require server verification {https:} for all sites in this zone
check box.
18 In the Add this Web site to the zone box, type the server name (not the IP
address) for your Contact Center Manager Administration server. For
example, http://<Contact Center Manager Administration Server Name>.
If you used the fully qualified domain name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the Contact Center Manager Administration server, then
you must also add this name as a Trusted Site. Type the fully qualified
domain name in the Add this Web site to the zone box.
19 Click Add.
20 In the Add this Web site to the zone box, type about:blank.
21 Click Add.
This ensures that the about:blank URL is not blocked by Internet Explorer
and that the Select All and Submit buttons function properly in Contact
Center Management, Historical Reporting, and Access and Partition
Management.
22 Ensure that about:blank appears correctly in the Web sites box (without
the http:// prefix and without spaces).
23 Click OK to return to the Internet Options window.


25 Under Browsing, clear the Reuse windows for launching shortcuts
check box.
26 Click OK to exit the Internet Options window.
27 Restart Internet Explorer to activate your changes.
Disabling pop-up blockers on Internet Explorer

Explorer.
This procedure is applicable to the Yahoo pop-up blocker. If you have other
types of pop-up blockers on Internet Explorer, you must follow a similar
procedure to disable them.
1 Open the Internet Explorer browser window.
2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one that says Pop-Up Blocker Is
On or that says Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click the button that says Pop-Up Blocker Is On or that says Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO)

In order than Internet Explorer displays properly, you must ensure that the
display settings for Internet Explorer are configured for Western European
(ISO).
2 In Internet Explorer, select View > Encoding.
Result: The Encoding selection menu appears.
3 Ensure that Western European (ISO) is selected.

Additional procedures for configuring Internet Explorer on client PCs

running Windows XP with SP2
If the client PC is running Windows XP Service Pack 2, in addition to the
procedures in “Configuring Internet Explorer 6.0 or later on the client PC” on
page 578, you must either add Internet Explorer to the firewall exceptions list or
open multicast and unicast ports.
Adding Internet Explorer to the firewall exceptions list

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.
1 On the client PC, click Start > Control Panel > Security Center >
Windows Firewall.
2 On the Exceptions tab, under Programs and Services, select Internet
Explorer.
Note: If Internet Explorer is not listed, go to “If Internet Explorer is not
listed in the Exceptions tab,” on page 584.
3 Click OK.
If Internet Explorer is not listed in the Exceptions tab

1 On the Exceptions tab, click Add Program.
2 In the Add a Program window, click Internet Explorer, and then click OK.
Result: Internet Explorer appears, selected, on the Exceptions tab, under
Programs and Services.
3 Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you

can open the multicast and/or unicast ports. For details, see the following
procedure.

Opening multicast and unicast ports in Windows XP with Service

Pack 2
For further details about opening ports, consult Microsoft documentation at
www.microsoft.com.
The following ports must be opened individually using the following procedure:
Emergency Help, UDP
8200
Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1 Click Start > My Network Places.
2 Under Network Tasks, click View Network Connections.
3 Right-click the connection that you use for the Internet, and then click
Properties.
4 Click the Advanced tab, and then click Settings.
Note: If the Settings button is unavailable, Internet Connection Firewall is
not enabled on this connection, and you do not need to open any ports
(because they are all already open).
5 Click Add to open a new port.
6 In the Description box, type a name for the port. For example, type File
Sharing: Port 445.
7 In the Name or IP address of the computer hosting this service on
your network box, type 127.0.0.1.
Note: You can specify the IP address of an internal computer. But you
typically use 127.0.0.1.
8 In the External port and Internal port boxes, type the port number.
Generally, this number is the same.
9 Click either TCP or UDP, and then click OK.
10 Repeat steps 1 through 9 for each port that you want to open.

For further details on compatibility issues with Windows XP with Service Pack
2, see the Symposium Products Interim Compatibility Advisory for Microsoft
Windows XP Service Pack 2. This document is located on the Partner
Information Center (PIC) Web site at www.nortel.com.
Additional procedures for configuring Internet Explorer on client PCs

running Windows Server 2003 with the latest supported Service Pack
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.
Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.
Configuring Internet Explorer on application and client servers

using Windows Server 2003 with the latest supported service pack
For client PCs, these configuration settings are in addition to the configuration
settings detailed in “Configuring Internet Explorer 6.0 or later on the client PC”
on page 578.

1 Start Internet Explorer 6.0 or later.



Result: The Security tab opens.

Result: The Trusted Sites information appears in the window.


Result: The Security Settings window for trusted sites appears.
6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
7 Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialize and script ActiveX controls not marked as safe for scripting
8 Under the Downloads heading, ensure that Enable is selected for the
following:
Automatic prompting for file downloads
File Download
9 Under the Miscellaneous heading, ensure that Enable is selected for
Allow Websites to open windows without address or status bars.
10 Click OK.

If you enabled any ActiveX options, a message box appears, asking you to
confirm your choice. Click Yes.
Result: The Internet Options window reappears.
11 Click OK to exit the Internet Options window.
12 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings window appears.
13 In the Address of Web site to allow field, type the Contact Center
Manager Administration Website address (for example, http://pbrwd0p0)
14 Click Add.
15 Click Close.
16 Restart Internet Explorer to activate your changes.

Step 55. Install the Microsoft SOAP toolkit 3.0

(optional)
If you plan to install SU04 or later, this step is not required and you can proceed
to Step 58. “Accept the license agreement in Server Utility” on page 599.
If you run the client browser on the Contact Center Manager Administration
server, SOAP is already installed on the server. Therefore, you can skip this step
and proceed to Step 58. “Accept the license agreement in Server Utility” on
page 599.
If you plan to install a release earlier than SU04, for Contact Center Manager
Administration to function correctly, you must install a software package
containing Simple Object Access Protocol (SOAP) components. You must
perform this installation on every client PC that accesses the Contact Center
Manager Administration server and that runs any one of the following operating
systems:
Windows Server 2003
Windows XP
SOAP provides a means of communication between applications running on

different operating systems, with different technologies and programming
languages.
Installing Simple Object Access Protocol

When you use the client PC to connect to a server running Contact Center
Manager Administration, the system checks whether the client PC contains the
required SOAP files. If SOAP 3.0 is not installed, a warning message appears,
followed by a series of windows to download and install SOAP 3.0 files directly
from the Contact Center Manager Administration server. You can:
click Cancel to download SOAP 3.0 later
save the software to the client PC hard disk for later installation
install the software immediately.

Some Internet Explorer versions require the Internet Explorer setting Automatic
prompting for file downloads in the Downloads section also to be set to Enable
for the Trusted Sites zone, to allow the SOAP files download prompt to be
displayed.
Only users who log on to the client PC with administrator privileges can install
the software. If a user without administrator privileges logs on to the client PC,
that user can download and save the ClientSOAP.msi file to the client PC hard
drive. An administrator can then install the software later by double-clicking this
file. However, note that you cannot use Contact Center Manager Administration
until the client SOAP software is installed.
You need to perform this installation once only on each client PC, regardless of
the number of Contact Center Manager Administration upgrades you install
afterward.
1 On the client PC, open Internet Explorer.
2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server Name>.
3 Press Enter.
Result: The Contact Center Manager Administration server displays the
Contact Center Manager main logon window, and then a warning message
appears, notifying you that you must install SOAP 3.0 on the client PC.
4 Click OK.
Result: A message box appears, enabling you to download the SOAP
package.

5 Click OK to download the SOAP software.

Note: Click Cancel if you want to download the software at a later date.
Contact Center Manager Administration does not function properly until you
install SOAP on the client PC.
Result: A window appears, enabling you to download and install the
SOAP files immediately, or save the files to the client PC for a later
installation.
6 Click Open to begin the installation. You must be logged on with

administrator privileges to install the SOAP software.
Note: If you prefer to save the SOAP installation file, ClientSOAP.msi, to
the client PC for a later installation, click Save. A window appears, enabling
you to choose the location in which you want to save the file.
Result: The installation program verifies the operating system and setup of
the client PC. The SOAP installation proceeds and the welcome window
appears.

7 When the program finds the required applications, click Next.

8 Click Install.
Result: The Installing SOAP window appears.
The program installs the required SOAP components. When it finishes, the
9 Click Finish.

Step 56. Download and install Windows

update KB917607 (Optional)
If you install Windows Vista on the client, users cannot view online help for
Agent Desktop Displays. To view online help, you must download and install
Windows update KB917607 on to each client. This update includes the
WinHlp32.exe file, which is required to view WinHelp help files, such as Agent
Desktop Display online Help.
If you have no plans to install Windows Vista, you can proceed to Step
57. “Install .NET Framework v. 1.1 (optional)” on page 596.
Downloading and installing Windows update KB917607

You must install Windows Vista before you can install this update.
1 Go to www.microsoft.com.
2 Search for KB917607.
3 In the list of search results, browse to and click the download link.
4 Follow the download and install instructions.

Step 57. Install .NET Framework v. 1.1

(optional)
The .NET Framework Version 1.1 and .NET Service Pack 1 must be installed on
the client machines before you can run an application such as the Agent Desktop
application or the Outbound Campaign Management Tool.
You cannot install two different language versions of the .NET Framework on
the same machine. 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.
You also need to add the Contact Center Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For details
about installing the Contact Center Multimedia server, see the Contact Center
Multimedia Installation and Maintenance Guide. For details about adding the
Contact Center Multimedia server to the list of servers administered by Contact
Center Manager Administration using the Configuration component, see the
Contact Center Manager - Administrator’s Guide.
If you are not using the Outbound Campaign Management Tool component, you
can skip this step and proceed directly to Step 58. “Accept the license agreement
in Server Utility” on page 599.
Prerequisites for installing the .NET Framework

Each client machine must meet the following requirements before you install
the .NET Framework version 1.1 software, and .NET service pack 1:
Windows 2000 (service pack 4) or Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client machine

If your client machines 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 machines, click Start > 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 this 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 machine

1 Log on to the client machine as the local administrator.
2 From the client machine, 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.
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 58. Accept the license agreement in

Server Utility
If you install or upgrade Contact Center Manager Server, you must accept the
licence agreement on the Server Utility on the Contact Center Manager Server
before you can log on to the Contact Center Manager Administration server. If
you do not upgrade or perform a new installation of Contact Center Manager
Server, you can skip the procedure and proceed to Step 59. “Log on to CCMA
for the first time,” on page 601.

If you install Server Utility on the Contact Center Manager Server from the
Contact Center Manager installation DVD, see Step 13. “Install the Server
appears.
2 Enter the sysadmin user ID, and password, and the server name or IP

3 Click OK.

5 Click Accept.

Result: The Server Utility starts.

Step 59. Log on to CCMA for the first time
After you install and configure the required third-party software on the client PC
(Internet Explorer version 6.0 with the latest supported service pack and SOAP
3.0), log on to Contact Center Manager Administration to test the installation.
To perform the procedures in this chapter, you must be able to log on to the
Contact Center Manager Administration server. If you upgrade or perform a new
installation of Contact Center Manager Server, you must accept the licence
agreement on the Server Utility in Contact Center Manager Server before you
can log on to the Contact Center Manager Administration server. For details
about accepting the license agreement in Server Utility, see Step 58. “Accept
the license agreement in Server Utility,” on page 599.
Logging on to Contact Center Manager Administration for the first

time
When you log on to Contact Center Manager Administration for the first time
after installation, you must log on as the default administrator, webadmin. For
security reasons, Nortel highly recommends that you change the default
password when you first log on to the application. Contact Center Manager
Administration user passwords can contain only English characters and special
characters.

Logging on to the Contact Center Manager Administration server

for the first time and change the default password
ATTENTION
When you change the webadmin password, you
must ensure that you do not lose or forget the new
password or you cannot log on to Contact Center
Manager Administration as the webadmin
administrator. In this case, you must uninstall and
reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with
the default password.
Tip: To avoid this scenario, immediately after
installing Contact Center Manager Administration,
log on to the Contact Center Manager Administration
server as webadmin, and create a new administrator
account of your choice (for example, tempadmin),
giving this user account Access and Partition
Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to
the Contact Center Manager Administration server as
tempadmin and change the webadmin password. For
more information about adding Contact Center
Manager Administration users, see the online Help.
1 Start Internet Explorer.

Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are configured to
use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
3 Press Enter.

Result:
If you do not configure the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
server name as a Trusted Site, see Step 54. “Configure Internet
Explorer” on page 575.
If you do not install the client version of SOAP 3.0 on the PC, a warning
message appears, notifying you that you must install this software. For
details about installing it, see Step 55. “Install the Microsoft SOAP toolkit
3.0 (optional)” on page 591.
If you configure the Contact Center Manager Administration server
name as a Trusted Site and installed the client version of SOAP 3.0 on
the PC, then the Contact Center Manager Administration server
displays the Contact Center Manager Administration main logon
window.

Note: Click About Contact Center Manager Administration to view a

window containing details of the Contact Center Manager Administration
build number and Service Update version. After viewing the window, click
OK to close.
4 Click Change Password.
5 Enter the default password.

6 Enter a new password.
Note: Contact Center Manager Administration user passwords can contain
only English characters and special characters.
7 Reenter the new password.
Note: You can modify only the password of the default username. You
cannot change the default username, webadmin.
Tip: If you lose or forget the new webadmin password, you cannot log on to
Contact Center Manager Administration as the webadmin administrator. In
this case, you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety precaution, you can
now open Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If you forget or lose
the new webadmin password that you entered, you can log on to the
Contact Center Manager Administration server as tempadmin and change
the webadmin password.
8 Click Submit.
Result: The default password is changed and the main logon window
reappears.

9 Enter the default username and new password.

Result: If you configure a logon warning message, this message appears.
10 Click OK.
Result: Because this is the first time you log on, the logon window prompts
you to add the first Contact Center Manager Server.
11 In the Server Name box, type the name of the Contact Center Manager
Server.
Note: Do not enter the fully qualified domain name of the server in the
Server Name box. Enter the computer name of the server.
12 Press Tab.
Result: The server IP address automatically appears in the IP Address
box.

Note: If the value Unknown appears in the IP Address box, then the server
name is not registered with either the Domain Name Service (DNS) or the
HOSTS table. In this case, you must update your DNS or host file on the
Contact Center Manager Administration server with the name of the
Contact Center Manager Server. For details, see the Contact Center
Manager Administration Technical Requirements and Operating System
13 In the Display Name box, type the name of the Contact Center Manager
Server as you want it to appear in the system tree in Contact Center
Manager. You must use the server name, not the IP address of the server,
as using an IP address causes errors in Real-Time Reporting functionality.
Note: The system automatically assigns a display name that is the same as
the server name. If you want to enter a different display name, it must be a
unique name.
14 Enter the sysadmin username and password for the Contact Center
Manager Server.
Note: If you get a log-in sequence error message, check your username
and password by logging on to Server Utility.
15 Press Submit.

Note: If the license agreement on the Contact Center Manager Server is

not accepted, you are prompted to accept the license agreement using
Server Utility. For details, see Step 58. “Accept the license agreement in
Server Utility” on page 599.
Result: The Contact Center- Manager Launchpad appears.

Step 60. Download controls to the client
All Contact Center Manager Administration components, with the exception of

the Audit Trail component, require that you download controls to your client PC
to ensure proper functionality in each of the components. For a list of all
controls required by Contact Center Manager Administration components, see
“Controls that are downloaded to the client PC” on page 609.
The required controls used by Contact Center Manager Administration are

contained in .cab files that are digitally signed. Nortel recommends that you
configure Internet Explorer to enable or prompt for downloading signed
ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client
PC” on page 578). When the browser is configured to enable for downloading
signed ActiveX Controls, the browser does not notify you when it downloads a
required control. The browser automatically downloads the control to the client
PC the first time it is required by the Contact Center Manager Administration
component in which you are working. When the browser is configured to
prompt, a dialog box opens the first time the control is required by Contact
Center Manager Administration. This dialog box displays the name of the
control, the company of origin, and prompts you to accept the control before it is
downloaded.
If a control is already installed on the client PC, it is not downloaded a second

time. The system automatically upgrades these controls if a newer version of the
control is detected on the Contact Center Manager Administration server, up to
the version specified by Contact Center Manager Administration. For
information about viewing the controls that are already installed on your client
PC, see “Viewing the list of installed controls” on page 613.

Controls that are downloaded to the client PC

The following table lists all the controls that must be downloaded to the client
PC if it is used to access all Contact Center Manager Administration
components (except Audit Trail, which has no dependency on controls). Some
controls are required for more than one component, but you only need to install
them once
Client
Install
Control Location* CAB file Control File Company Purpose Version
Crystal Windows\ ActiveXVie crviewer.dll Business Enables 10.0.5.587

Reports Downloaded werMod.cab Objects Crystal
Viewer Program Reports
Files viewer.
Emergency Windows\ EHCtrl.cab iceemhlp Nortel Emergency 6.0.0.0
Help System32 control.dll Help
Pop-up Windows\ iemenu.cab iemenu.cab Microsoft Internet 4.71.115.0

Menu Downloaded Explorer
Program Pop-up
Files Menu
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel Date 6.0.0.4
per Downloaded r.cab Control.ocx formatting
Program
Files
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel Chart 1.0.0.0

perCtrl Downloaded erCtrl.cab Control.ocx functionalit
Program y for Real-
Files Time
Displays
Real-time Windows\ RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13
Display System32 ll Microsoft displays

Client
Install
ActiveTree Windows\ ssTree.cab SSTree.ocx Infragistic Navigation 1.0.4.20

View Downloaded s tree
Program functionalit
Files y
DB Grid 8 Windows\ todg8.ocx — Compone Data grid 8.0.20042.3

System32 nt One functionalit 29
y
Scripting Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8

Editor Downloaded ext.cab xt.ocx Microsoft functionalit
Program y
Files
Historical Windows\ HRCtrl.cab hrctrl.dll Nortel Historical 6.0.0.6

Reports Downloaded Reports
Control Program
Files
If you install a release earlier than SU04, the SOAP 3.0 client is also required on
the client PC. For more information about installing the client version of SOAP,
see Step 55. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 591.
Controls and your local security policy (Windows 2000 only)

If the client PC runs on Windows 2000, your local settings of the security policy
Unsigned non-driver installation behavior on the PC determine if warning
windows other than those resulting from the settings you chose when
configuring Internet Explorer can appear, or if the required controls can be
downloaded at all.

Verifying your local security policy settings (Windows 2000 only)

The following procedure is applicable only to Windows 2000. If your client PC
runs any other operating system, then the security policy does not affect the
downloading of controls, and you do not need to perform this procedure.
1 Click Start > Programs > Administrative Tools > Local Security Policy.
Result: The Local Security Settings window appears.
2 Click the plus sign (+) beside Local Policies.

3 Click the Security Options folder.
Result: A series of policies appears in the right pane.
4 In the right pane, scroll down to the Devices: Unsigned non-driver
installation behavior policy.
5 Under the Security Setting column, verify the current setting for this policy.
The possible values are:
Silently succeed—All controls are installed on the client PC without
any further warning windows, other than those resulting from the
settings you chose when configuring Internet Explorer.

Warn but allow installation—All controls are installed on the client PC,
but if any of the files within the CAB file downloaded are not signed, then
one or more warning windows appear, in addition to those resulting from
the settings you chose when configuring Internet Explorer.
Do not allow installation—You cannot download and install unsigned
controls on the client PC, regardless of the settings you chose when
configuring Internet Explorer.
6 To change the setting that appears, right-click this policy, and select
Security from the menu.
Result: The Local Security Policy Setting window appears.
7 From the Local policy setting list, select the new policy setting (select
either Silently Succeed or Warn but allow installation, based on your
preference).
9 Close the Local Security Policy Setting window.
Automatically downloading controls

Nortel recommends that you configure Internet Explorer to enable or prompt
when downloading signed ActiveX Controls (see “Configuring Internet
Explorer 6.0 or later on the client PC” on page 578). When the browser is
configured to enable when downloading signed ActiveX Controls, the browser
does not notify you that it is downloading a required control; the control is
automatically downloaded to the client PC the first time it is required by the
Contact Center Manager Administration component in which you are working.

When the browser is configured to prompt, a dialog box opens the first time the
control is required by Contact Center Manager Administration. This dialog box
displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,
you must choose to accept the control before the system downloads the control
to the client PC. You are prompted only to accept the control the first time that
the control is required by the Contact Center Manager Administration
component in which you are working.
For a list of the controls required by each component, see “Controls that are
downloaded to the client PC” on page 609.
Both regular Windows users and domain users who log on to client PCs running
either Windows Server 2003, Windows XP, or Windows 2000 Professional
must have an ID that is part of the Power Users group on the client PC to
successfully download and install many of the controls required by Contact
Center Manager Administration. A user with administrator privileges must first
install client SOAP on the client PCs.
For information about adding these users to the Power Users group, consult
Microsoft Windows Help in the appropriate operating system. After the required
controls are successfully downloaded to the client PC by a user with
administrator privileges, users who are not members of the Power Users group
or users who do not have administrator privileges can use all Contact Center
Manager Administration components on the client PC to which they are granted
access.
View the list of installed controls

When you want to verify which controls are installed on the client PC and their
version numbers, you can use the Tools menu in Internet Explorer.
Viewing the list of installed controls

1 In Internet Explorer, click Tools > Internet Options.

2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings window appears.
3 Click View Objects.

Result: The Downloaded Program Files window appears, listing the
installed controls, the date they were installed, and their version numbers.
Controls downloaded using the ActiveX Controls.msi file does not appear in
the Internet Explorer Downloaded Program Files window.
Deleting controls
You can delete any of the controls from the list of installed controls on the client
PC. However, note that if Internet Explorer uses the control, you need to close
the browser and reopen it before the system allows you to delete the control.
Permissions on the client PC and downloading controls

If your Contact Center security policy does not allow all users to log on to the
client PCs with administrator privileges, then the automatic download process
for the Contact Center Manager Administration controls do not function. In this
case, you have three options for installing the required controls on the client
PCs:

A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can
automatically download all required controls by opening all applicable
components and windows that require these controls.
For those users who have a central management tool in their network, such
as a Systems Management Server (SMS), Nortel bundled the required
controls into a single file called ActiveX Controls.msi. You can use the
SMS server to run this file and silently install all the required controls on all
the SMS clients, regardless of the level of user who logged on to the PC.
For details, see “Running the ActiveX Controls.msi file from an SMS
server” on page 615.
If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For details, see “Running the ActiveX
Controls.msi file on each client PC” on page 617.
Center Manager Administration. (A user with administrator privileges must first
install client SOAP on the client PCs.) For information about adding these users
to the Power Users group, consult Microsoft Windows Help in the appropriate
operating system.
Running the ActiveX Controls.msi file from an SMS server

Because installation procedures through an SMS system can vary from one
company to the next, the following procedure offers general guidelines only.
Follow your company’s guidelines to install the ActiveX Controls.msi file on
the SMS clients in your network.
In addition to using an SMS server, a system administrator can install this

package on client PCs within the same domain using the Windows Group
Policy. For details, see the documentation on the Microsoft Web site at
www.support.microsoft.com.

If you install Windows Vista on the client PCs, to push out the
ActiveX Controls.msi file to client PCs using an SMS server or Group Policy,
you need elevated administrator privileges.
Controls downloaded using the ActiveX Controls.msi file does not appear in the
Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in Step 54. “Configure
Internet Explorer” on page 575.
2 Log on to the SMS server with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the SMS server,
and then navigate to the root directory.
4 From the Contact Center Manager installation DVD, copy the file ActiveX
Controls.msi to the desired directory on the SMS server.
5 Double-click the ActiveX Controls.msi file to run the installation and install
the files on all SMS client PCs in your network.

Running the ActiveX Controls.msi file on each client PC

Use this procedure to install all required controls on each client PC individually.
This procedure is useful if your company’s security policy prevents agents from
logging on to their PCs with administrator privileges. In this case, an
administrator can install all required controls by running the ActiveX
Controls.msi file on each PC.
Controls downloaded using the ActiveX Controls.msi file does not appear in the
2 Log on to the client PC with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
4 In this directory, double-click the file ActiveX Controls.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
welcome window.

5 Click Next.
6 Click Install.
Result: The program installs the files. When it finishes, the completed
window appears.
7 Click Finish.

8 Perform this procedure on each client PC that used to access the server
and run Contact Center Manager Administration.
Downloading more recent versions of controls

If required by Contact Center Manager Administration, Internet Explorer
automatically downloads a more recent version of the control than the version
that you originally installed. You can download more recent versions of the
controls without adversely affecting Contact Center Manager Administration
functionality. For information about viewing the version number of the controls
installed on the client PC, see “Viewing the list of installed controls” on page
613.

Step 61. Install and configure Agent Desktop

Display
Agent Desktop Display is a Windows-based tool that provides skillset

monitoring to Contact Center Manager Server agents. Agents or supervisors can
log on to Agent Desktop Display using their phoneset logon ID and view real-
time statistics for each skillset to which they belong.
The Agent Desktop Display tabular format appears as a window with several
columns. This window can be moved, minimized, resized, closed, or set to
always stay on top of the desktop like any standard Microsoft window.
The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center Manager
Administration server once every minute. It also checks the list of skillsets that
are assigned to the logged-on agent once every 3 minutes and updates the
display accordingly.
Notes:
If the client operating system is Windows Server 2003, Windows XP, or
Windows 2000, then you must be logged on to the PC as a user with
Administrator privileges to install or upgrade Agent Desktop Display. This
also applies if you are installing the client portion of Agent Desktop
Display on the Contact Center Manager Administration server.
For information about upgrading Agent Desktop Display from Release 4.0
to 4.5, see the Symposium Web Client Planning, Installation, and
Administration Guide for Release 4.5/SU05.

Versions of Agent Desktop Display and compatibility with Contact

Center Manager Administration
The following matrix shows Agent Desktop Display compatibility.
CCMA 6.0 and

Symposium Call CCMA 6.0 and CCMS
Center Server 5.0 6.0
Agent Desktop Display YES NO

4.5
Agent Desktop Display YES YES

6.0
Agent Desktop Display 6.0 connecting to Symposium Web Client 4.5

The Agent Desktop Display 6.0 client software is incompatible with the
Symposium Web Client 4.5 software that is installed on the Contact Center
Manager Administration server. After you upgrade the client PC from
Agent Desktop Display Release 4.5 to Release 6.0, then you cannot use the
Agent Desktop Display component when the client PC connects to an
Contact Center Manager Administration server running Symposium Web
Client 4.5.
Agent Desktop Display 4.5 connecting to Contact Center Manager
Administration 6.0
In some mixed network environments, continue using Agent Desktop
Display 4.5 even if you upgrade to Contact Center Manager Administration
6.0.
Agent Desktop Display Release 4.5 is compatible with a Contact Center
Manager Administration 6.0 server. However, Agent Desktop Display
Release 4.5 is not compatible with Contact Center Manager Server 6.0.
When you use a client PC running Agent Desktop Display Release 4.5 to
connect to a Contact Center Manager Administration 6.0 server, a message
appears notifying you that a newer version of the client software is
available and prompts you to upgrade the software to Release 6.0.

If you choose not to upgrade your Agent Desktop Display software, you
can continue to use Agent Desktop Display Release 4.5 with Symposium
Web Client 4.5 and Contact Center Manager Administration 6.0. However,
you cannot access any of the new Agent Desktop Display features that are
available only in Release 6.0.
If you are going to use Agent Desktop Display on a client PC that connects to
multiple Contact Center Manager Administration servers, then you must ensure
that each Contact Center Manager Administration server has the same version of
Contact Center Manager Administration installed.
Install and configure Agent Desktop Display on a client PC

For details about installing Agent Desktop Display on the Contact Center
Manager Administration server, see “Installing and configuring Agent Desktop
Display on the Contact Center Manager Administration server” on page 630.

Windows 2000, then you must be logged on to the PC with administrator
privileges to install Agent Desktop Display. This requirement also applies
if you are installing the client portion of Agent Desktop Display on the
To install Agent Desktop Display on a client PC, run the setup program for
the client version of the program. You must configure the agent displays on
each client to connect to the Contact Center Manager Administration server
and to the server in Contact Center Manager Server after installation is
complete.
You can use this procedure to install both the standard English version and
the multilanguage support version of the Agent Desktop Display client
software.

Installing and configure Agent Desktop Display on a client PC

The most up to date version of Agent Desktop Display setup.exe (including
recent patches and Service Updates) is available on the Contact Center Manager
Administration server at the following location:
<install directory>: \Program Files\Nortel
Networks\WClient\Apps\ADD\ADD Client
where <install directory> is the directory where you installed Contact
Depending on your network security policy, you can install the setup.exe file
directly to the client PC or download the setup.exe file to a shared network
location and install the setup.exe from the shared network location.
These steps must be performed on each client PC requiring access to Agent

Desktop Display.
2 Browse to the folder <install directory>: \Program Files\Nortel
Networks\WClient\Apps\ADD\ADD Client.
Result: The folder opens.
3 Double-click the setup.exe file.
Result: The Choose Setup Language window appears.
4 From the list, choose the language in which you want to install or upgrade
Agent Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
Note: If you are connecting to a co-resident server to use Agent Desktop
Display, then you cannot use French or German. If the server also contains
Communication Control Toolkit, then you can use only English.

5 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Displays window.
6 Click Next.
7 In the User name and Organization boxes, type the appropriate

information.

8 Under the Install this application for heading, click the button beside
Anyone who uses this computer (all users).
9 Click Next.
Result: The Setup Type window appears.
10 Select one of the following setup types:

Complete—Click Complete to install all Agent Desktop Display
components in the default directory. Proceed to step 13.
or
Custom—Click Custom to select which Agent Desktop Display
components the system installs, to change to the default installation
directory, or to confirm available hard disk space. Proceed to step 11.
11 If you want to change the default directory path, follow these steps:
a. Click Custom in the Setup Type window.
b. Click Next.

c. In the Custom Setup window, confirm the default directory path that
appears in the bottom left side of the window. Click Change to change
this path.
Result: The Change Current Destination Folder window appears.
d. In the Folder name box, type the path to the directory and the directory
name, or navigate to the drive and directory in which you want to install
the program.

e. Click OK to return to the Custom Setup window.

Note: If you are upgrading from a previous version of Agent Desktop
Display, then you cannot choose the directory in which to install the
software; you must install the upgrade in the same folder in which the
original software is installed.
12 If you want to confirm your available hard disk space, click Space.
Result: The Disk Space Requirements window appears.
a. Review the available hard disk space and the amount of space
required to install the individual components, and then click OK to
return to the Custom Setup window.
Note: The Disk Space Requirements window appears automatically if you
attempt to install Symposium Agent Desktop Display on a drive that does
not have enough free disk space.

13 Click Next.
14 Click Install.
Note: If an application is running on the client whose files must be updated
by the InstallShield, a Files in Use window appears. You must close any
applications listed in this window, and then click Retry.
Result: The Installing Agent Desktop Display window appears and
installation begins. When installation is complete, the Server Configuration
window appears.
Note: If you are upgrading from a previous version of Agent Desktop

Display, then the Server Configuration window does not appear. Instead,
the program uses the IP addresses that you originally chose. To change
these addresses, after the client software is installed, use the Server
Configuration window in the application.

15 Enter the IP address or hostname of the appropriate servers as follows:

In the Contact Center Manager Administration: Active box, type the
IP address or hostname of the active Contact Center Manager
Administration server. This field is required.
In the Contact Center Manager Server: Active box, type the IP
address or hostname of the active Contact Center Manager Server. This
field is required.
If you install a standby Contact Center Manager Administration server,
type the IP address or hostname of the standby Contact Center
Manager Administration server in the Contact Center Manager
Administration: Standby box. This field is optional.
If you install a standby Contact Center Manager Server, type the IP
address or hostname of the standby Contact Center Manager Server in
the Contact Center Manager Server: Standby box. This field is
optional.
Note:
The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Check with your network administrator for acceptable IP multicast
When typing the IP address of Contact Center Manager Server, if you
are installing Agent Desktop Display on a Terminal Services/Citrix
server, keep in mind that all agents who use Agent Desktop Display
from this particular server must be configured on the same server in

16 Click Save.
Result: The InstallShield Wizard Completed window appears.
17 Click Finish.
Installing and configuring Agent Desktop Display on the Contact

The procedure to install Agent Desktop Display on the Contact Center Manager
Administration server is the same as the procedure to install Agent Desktop
Display on the client PC. For information, see “Installing and configure Agent
Desktop Display on a client PC” on page 623.
Additionally, if you install Agent Desktop Displays on a Contact Center

Manager Administration server that uses proxy settings for Internet Explorer,
ensure that the proxy settings exceptions list includes the full computer name
and IP address of the Contact Center Manager Administration server for Agent
Desktop Displays to function.

Configuring proxy settings exceptions list with Contact Center

Manager Administration server name and IP address
1 On Internet Explorer, click Tools > Internet Options.
2 On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings window appears.
3 In the Proxy server section of the Local Area Network (LAN) Settings
window, select Advanced.
Result: The Proxy Settings window appears.
4 In the Exceptions section of the Proxy Settings window, enter the full
computer name of the Contact Center Manager Administration server and
the Contact Center Manager Administration IP address.
Note: To determine the full computer name of the Contact Center Manager
Administration server, click My Computer > Properties > Network
Identification.
5 Click OK.
Installing Simple Object Access Protocol on the Agent Desktop

Display client PC (Contact Center Manager Administration server has
Windows Server 2003)
Before you can use Agent Desktop Display Release 6.0, the client PC must have
the client SOAP 3.0 software (clientSOAP.msi) installed. When the Contact
Center Manager Administration server is running Windows Server 2003, and
you just upgraded the client PC to Release 6.0 of the Agent Desktop Display
software, then you must manually install the SOAP software on each client PC
(if the PC does not already contain this software).
You must be logged on to the client PC with administrator privileges to

complete the installation of the client SOAP software.
For details about the installation procedure for the client SOAP 3.0 software, see
Step 55. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 591.

Configure multiple language support in Agent Desktop Display

To work in multiple languages in Agent Desktop Display (ADD), first install the
ADD server software as a normal English installation on the client PC. (The
server software contains the translated language components.) Then you must
install the client portion of the ADD software on each client PC that is used to
launch Agent Desktop Display. For more information about installing the client
software, see "Installing and configuring Agent Desktop Display on a client PC"
on page 357.
When the Contact Center Manager Administration server is running Windows

Server 2003, you can use only the Agent Desktop Display 6.0 version of the
client software to view the Agent Desktop Display. Previous versions of the
Agent Desktop Display client software are incompatible with Contact Center
Manager Administration when it installs on a Contact Center Manager
Administration server that is running Windows Server 2003.
Change the language in which you view displays

To change the language in which you view the displays, log on to Agent
Desktop Display, and then right-click the display. A series of languages appears
in a menu, enabling you to choose the language in which you want to work. The
languages available are only those for which you install localized strings. These
languages must also belong to the same language family as the operating system
of the client PC on which Agent Desktop Display is installed. For example, if
you install the ADD client software on a PC that is running the French version of
the Windows operating system, then multilingual agents who share this same PC
can switch from French to English or German by choosing the language from
the menu. These languages belong to the same language family as French and,
therefore, the translated versions of ADD are included in the ADD client
installation.
If you are upgrading ADD, any localization upgrades are implemented as part of
the normal upgrade procedure.

part 3
Upgrade to Contact Center
Manager Server

Standard 6.14

Chapter 4
Upgrade overview
In this chapter
Overview 636
Supported co-resident configuration 643
Supported co-resident upgrade procedures 645

Upgrade overview Standard 6.14
Overview
This chapter describes the supported upgrade paths to Contact Center Manager
Server and other important information to consider before you perform the
upgrade.
server that is associated with the old server. For example, if you have a co-
resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot
upgrade to a co-resident 6.0 configuration with a DMS or SIP switch.
ATTENTION
Do not uninstall SU or SUS prior to upgrading to a new
version. If you remove the SU or SUS prior to performing
the upgrade, you receive the error message “Failed to
retrieve network card information”. If you receive this
message, click OK and the installation progresses and
completes successfully.
Upgrading from a stand-alone server to a co-resident server

To upgrade from a stand-alone installation of Symposium Call Center Server 4.2
or 5.0 (Windows 2000) to a co-resident installation of Contact Center Manager
Server (Windows Server 2003), follow the instructions in the relevant upgrading
or platform migration chapters to upgrade and restore data to the Contact Center
Manager Server application. Then, install the co-resident applications (for
example, Contact Center Manager Administration) on the same server.
Restoring a more recently backed-up database

You can restore a more recently backed-up database (4.2 or 5.0) than the
database when your new Release 6.0 server is ready to go live. For example, if
you upgrade from Contact Center Manager Server Release 4.2 to Release 6.0,
but keep the original Release 4.2 server active, then when your Release 6.0
server goes live, you can restore a more recently backed-up database. You do
not need to perform another migration.

January 2008 Upgrade overview
Use the Database Restore utility to restore the database.When the database
restore is complete, the Contact Center Manager Server Database Restore utility
automatically launches the Server Setup Configuration utility. Verify the
configuration information, and then complete the configuration process.
Running the server configuration repopulates the database with Release 6.0 data.
When restoring a more recently backed-up Release 6.0 database, you do not
need to run Server Setup Configuration again.
For more information, see “Recovering a recent backup of the database” on page
2419.
Dealing with call statistics during an upgrade

During the upgrade procedure, you must create a backup of your original server
database. The database backup is an online operation, so the server remains in
service during the backup. However, if the Contact Center continues to respond
to calls after the database backup, then call statistics recorded after the database
backup of the original server are missing from the restored database of the new
or reconfigured server.
If your server continues to receive calls after the backup, some call statistics and
data pegging are missing from the backup. If it is important that all call
statistic and data pegging be migrated to your Release 6.0 server, take the
original server offline immediately following the database backup. Ensure
that the original server remains offline until you install Release 6.0 and
successfully migrate the database back to the same server.
If you must transfer all of your call statistics to the new server, Nortel
recommends that you complete the following tasks:
1 Stop the HDM service on the live Symposium Call Center Server. The call
statistics files are stored in the file system for use on the migrated Contact
2 Create a new database back up of Symposium Call Center Server.
3 Restore the new database backup onto the Release 6.0 server.
4 Copy the Symposium Call Center Server interval files to Contact Center
Manager Server.

5 Bring the new Release 6.0 server online. The HDM service on Contact
Center Manager Server adds the interval file data to the Contact Center
Manager Server database. The call statistics are restored.
Understanding disk partitioning requirements on the new or

reconfigured server
The following list describes requirements for the disk partitions on your new or
reconfigured server:
The number of database drive partitions on the new or reconfigured server
must be the same as or greater than the number on the original server.
The drive partitions must be the same size or larger than those on the
original server.
The drive partitions must meet the minimum size requirements for a
How you actually partition your disks depends on the hardware configuration of
the server on which you are going to run the Contact Center Manager Server.
Use the disk partitioning examples in the next section as a guideline.
Disk partitioning examples

Use the following example to understand the disk partitioning requirements.
Example: Release 4.x server to Contact Center Manager Server

When you upgrade from a Release 4.x server to a Contact Center Manager
Server, the new server must have at least as many partitions as the original
server. If the original server has partitions C, D, F, and G, then the new server
must have at least partitions C, D, F, and G. You can use additional new
database partitions.
Original drives and partitions New drives and partitions
C (operating system and C (operating system and

pcAnywhere) pcAnywhere)
D (Contact Center Manager Server) D (Contact Center Manager Server)

F (database) F (database)
G (database) G (database)
The logical disk drive letter assignment of partitioned disks on the new or
reconfigured server depends on the server type. For drive letters, see the
appropriate installation or configuration guide for the type of server to which
you are upgrading.
Database size and database expansion

When you upgrade from your original server to a new or reconfigured server, the
database on the new server is exactly the same size as the database on the
original server, even if you create additional or larger database partitions.
Contact Center Manager Server does not automatically expand your database
into additional or larger database partitions during an upgrade as in earlier
releases.
For example, if your original server has two database partitions (F and G), and
your new server has three database partitions (F, G, and H), you must use the
Database Expansion utility to make use of the additional partition (H). Also, if
any partitions on your new server are larger than those on the original server,
you must use the Database Expansion utility to use the additional space. For
more information, see the “Database Expansion utility” on page 2546.
License Manager requirements for upgrading to Release 6.0

The Contact Center Manager Administration in an Symposium Call Center
Server 5.0 environment uses the existing Symposium Call Center Serve 5.0
keycode.
The Contact Center Manager Administration in a Contact Center Manager
Server environment uses the License Manager.

Ways to save time during an upgrade

Most upgrades take place in situations where down time for the server is limited.
Here are a number of suggestions to minimize the amount of down time and
making the upgrade go more smoothly.
Perform a trial run of the Database Integrity Check, Platform

Recovery Disk creation, and database backup
Some upgrades are slowed down when database errors are detected during a
Database Integrity Check, or during the creation of a Platform Recovery Disk,
which checks for database segmentation problems. Also, if you choose to back
up your database to a remote directory, it takes time to set this up and test it.
For these reasons, it is good practice to perform a trial run of the Database
Integrity Check, Platform Recovery Disk creation, and database backup at least
a few days before the upgrade is scheduled. This way, any problems can be
detected and resolved ahead of time. Performing trial runs ahead of the upgrade
date enables you to estimate the time required to complete each step.
Keep in mind that the time required to do a database backup (either to a tape or a
remote directory) can vary between the trial run and the actual backup day due
to several factors. For example, the amount of data to back up and the amount of
customer network traffic can change from day to day.
Perform the database restore

When you perform the Database Restore beforehand, selecting the Database
Integrity check box in the Database Restore window causes the database
restoration time to take longer. If you clear the check box to save time, Nortel
recommends that you perform the Database Integrity Check at another suitable
time before putting your server in service.
Other ways to save time during the upgrade

The following are other ways to save time during an upgrade:
Configure the network environment before database backup.
Install the new operating system on the new server computer beforehand.
Configure the network environment for restore.
Properly partition the new server.

Contact types
Contact types are the media types by which (inbound) contacts arrive into a
Contact Center and by which a Contact Center sends (outbound) contacts.
A contact type determines how a Contact Center handles contacts. An example

is e-mail, where a Contact Center customer sends an e-mail, the Contact Center
receives the e-mail, and the Contact Center routes the e-mail according to
various e-mail-specific rules. If required, an agent with e-mail ability processes
the e-mail.
Default Skillset
contact type prefix Description Supported on
Voice — Default Voice Contact Open Queue-enabled

Type Contact Center
Manager Server
SIP-enabled Contact
Center Manager
Server
E-mail EM_ Default CCMM e-mail Open Queue-enabled

Contact Type Contact Center
Manager Server
Web_Commu WC_ Default CCMM Web Open Queue-enabled

nication communication Contact Center
Contact Type Manager Server
Outbound OB_ Default CCMM Open Queue-enabled

Outbound Contact Contact Center
Type Manager Server
Video VI_ Default SIP Video SIP-enabled Contact

Contact Type Center Manager
The following rules are enforced in Contact Center Manager Administration:

You cannot delete a default contact type.
You cannot edit the name or the skillset prefix of a default or user-defined
contact type.

You cannot edit a default contact type if a skillset or an agent is associated

with it.
You cannot edit or delete a user-defined contact type if a skillset or an agent
is associated with it.
You cannot create a user defined contact type with any of the default
skillset prefixes: EM_, WC_, OB, or VI_.
When you upgrade, the contact types previously assigned to skillsets are
maintained following the upgrade. If you want to modify the skillset name or the
assigned contact type (skillset prefix), you must delete the skillset and recreate
it.
Example
If you have an EM_sales skillset that is for voice only, it remains exactly the
same following the upgrade. If you want to create new EM_ skillsets, the new
skillsets are for e-mail contact types NOT voice.
You can create EM_ skillsets only on an Open Queue enabled server. If your
server is NOT Open Queue enabled, you cannot create new EM_ skillsets.

Supported co-resident configuration
This section provides matrixes for the co-resident server and for the order in
which you can install the components on the co-resident server.
License Manager
Communication Control Toolkit (only if Contact Center Manager
Administration is already installed on the server)
Server Utility
you already installed Contact Center Manager Server and Contact Center
Manager Administration. You cannot install Communication Control Toolkit on
the server if you do not have both Contact Center Manager Server and Contact
Center Manager Administration installed.
ATTENTION
switch type on the new configuration that is associated with
the old configuration. For example, if you have a co-
resident 5.0 configuration with a Communication Server
1000/Meridian 1 PBX switch, you cannot upgrade to a co-
2x00/DMS or SIP switch.

Co-resident matrix - supported combinations
Contact Center
Contact Center License Manager Communication Server
Manager Server Manager Administration Control Toolkit Utility
4 4
4 4
4 4 4
4 4
4 4 4
4 4 4
4 4 4 4
4 4
4 4 4
4 4 4 4
4 4 4 4 4
✔ = Supported Combination
You cannot install Contact Center Multimedia and Replication Server co-
resident with any other server application.
You must install the Contact Center components in order from left to right.

Supported co-resident upgrade procedures
The following table provides an overview of the supported upgrade paths for the
co-resident server.
Contact Center
Manager co-
resident new
Computer A Computer B computer C
Symposium Call 1.Upgrade 1. Upgrade 1. Upgrade

Center Server 5.0 Symposium Call Symposium Web Symposium Web
(stand-alone) Center Server 5.0 to Client 4.5 to Contact Client 4.5 to Contact
computer A Contact Center Center Manager Center Manager
Manager Server. Administration on Administration on
2. Upgrade computer B. computer B.
Symposium Web Symposium Web 2. Back up Contact 2. Back up Contact
Client 4.5 (stand- Client 4.5 to Contact Center Manager Center Manager
alone) computer B Center Manager Administration. Administration.
Administration. 3. Uninstall Contact 3. Back up
3. Back up Contact Center Manager Symposium Call
Center Manager Administration. Center Server 5.0 on
Administration. 4. Back up computer A.
4. Install Contact Symposium Call 4. Install Contact
Center Manager Center Server 5.0 on Center Manager
Administration on computer A. Server as Migration
computer A. 5. Install Contact on computer C using
5. Restore Contact Center Manager Back up from Step 3.
Center Manager Server as Migration 5. Install Contact
Administration with on computer B using Center Manager
Back up file from Back up from Step 4. Administration on
Step3. computer C.

Contact Center
Manager co-
resident new
6. Install Contact 6. Restore Contact

Center Manager Center Manager
Administration on Administration with
computer B. the backup file from
7. Restore Contact Step 2.
Center Manager
Administration with
the backup file from
Step2.

Contact Center
Manager co-
resident new
Symposium Call 1. Upgrade 1. Back up Contact 1. Back up Contact

Center Server 5.0 Symposium Call Center Manager Center Manager
(stand-alone) Center Server 5.0 to Administration. Administration on
computer A Contact Center 2. Uninstall Contact computer B.
Manager Server. Center Manager 2. Back up
2. Back up Contact Administration. Symposium Call
Contact Center Center Manager Center Server 5.0 on
Manager 3. Back up
Administration. Symposium Call computer A.
Administration
(stand-alone) 3. Install Contact Center Server 5.0 on 3. Migrate Contact
computer B Center Manager computer A. Center Manager
Administration on 4. Install Contact Server on computer
computer A. Center Manager C using Back up
4. Restore Contact Server as Migration from Step 2.
Center Manager on computer B using 4. Install Contact
Administration with Back up from Step 3. Center Manager
Back up file from 5. Install Contact Administration on
Step 2. Center Manager computer C
Administration on 5. Restore Contact
computer B. Center Manager
6. Restore Contact Administration with
Center Manager the backup file from
Administration with Step 1.
Step 1.

Contact Center
Manager co-
resident new
Symposium Call Use the co-resident N/A 1. Upgrade

Center Server with upgrade procedure. Symposium Web
Symposium Web Client to Contact
Client co-resident Center Manager
computer A Administration on
computer A.
2. Back up Contact
Center Manager
Administration on
computer A.
3. Back up
Symposium Call
Center Server on
computer A.
4. Migrate Contact
Center Manager
Server on computer
C using the backup
from Step 3.
5. Install Contact
Center Manager
Administration on
computer C.
6. Restore Contact
Center Manager
Administration with
Step 2.

Contact Center
Manager co-
resident new
Symposium Call 1. Install Symposium 1. Follow the

Center Server with Web Client on procedure in the
Symposium Web computer B. Contact Center
Client co-resident 2. Back up Manager Server
computer A Symposium Web Installation and
Client on computer Maintenance Guide
A. for the co-resident
server to upgrade
3. Restore Symposium Call
Symposium Web Center Server 5.0 to
Client on computer Contact Center
B. Manager Server on
4. Upgrade to CCMA Computer C.
on computer B.


Chapter 5
Upgrade a co-resident 5.0 to a

co-resident 6.0 server (same server)
In this chapter
Overview 652
Section A: Prepare the server for upgrade 657
Section B: Preupgrade tasks 753
Section C: Upgrade the product software 767
Section D: Postupgrade tasks 855
Section E: Postinstallation tasks on the CCMA clients 1115

Upgrade a co-resident 5.0 to a co-resident 6.0 server (same server) Standard 6.14
Overview
This chapter describes how to upgrade from a co-resident server with

Symposium Call Center Server Release 5.0, Symposium Web Client 4.5, and
TAPI 3.0 to a Release 6.0 co-resident server with Contact Center Manager
Server, Contact Center Manager Administration, License Manager, Server
Utility, and Communication Control Toolkit. Follow the procedures in this
chapter to upgrade on the existing server or you can upgrade the software to a
new server.
License Manager
Server Utility
ATTENTION

January 2008 Upgrade a co-resident 5.0 to a co-resident 6.0 server (same server)
Timing
5 hours
Installing the server software: 1.5 hours
Postinstallation tasks: 4 hour
These times can vary depending on the server, network infrastructure and your
confidence level with the software. The following installation times were
Ram: 2.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration.
Disk partitioning requirements

original server.




you are upgrading.

releases.



Section A: Prepare the server for

upgrade
In this section
Overview 658
Step 1. Read the relevant documentation to perform an upgrade 659
Step 3. Gather the materials required for an upgrade 666
Step 4. Migrate Classic Client data 668
Step 5. Investigate and resolve any tape drive compatibility issues 709
Step 6. Install the latest Service Update and required PEPs 712
Step 7. Ensure that all servers are compatible 714
Step 8. Ensure the server meets CCMA 6.0 requirements 715
Step 9. Perform a full backup of the source server 716
Step 10. Back up the Symposium Web Client data files 717
Step 11. Perform an SCCS 5.0 database integrity check 720
Step 12. Back up the SCCS 5.0 database 723
Step 13. Create an SCCS 5.0 Platform Recovery Disk 736
Step 14. Back up the TAPI 3.0 database 740
Step 15. Back up the Communication Control Toolkit 5.0 database 741

Overview
When the base configuration of your new server is ready, you can perform all
the steps to upgrade to Contact Center Manager Server Release 6.0.
Before you install the server software, ensure that you complete the
preinstallation tasks. For more information, see Section B:“Preupgrade tasks” on
page 753.
ATTENTION
switch type on the new configuration that is associated with
the old configuration. For example, if you have a co-
1000/Meridian 1 PBX switch, you cannot upgrade to a co-
2x00/DMS or SIP switch.


perform an upgrade

(www.nortel.com).
ATTENTION
Server Technical Requirements and Operating System

Review the Nortel Contact Center Installer’s Roadmap on the Partner


Use the following checklist to record information required for your Contact
Center Manager Server installation. Ensure that you see this checklist for
specific information during the installation.
Step Details ✔
operating system.
__________________
computer name ___________________________

Step Details ✔

Switch name _____________________________
Note: The switch name does not need to match the
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

license file.
information
Switch name _____________________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________

Step Details ✔
server subnet and and ELAN subnet connections. The customer’s LAN
ELAN subnet IP administrator is the source for IP addresses, subnet
information. masks, and gateways.
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP Address _______________________________
Subnet mask ______________________________
__________________________________________

IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
replication server
information

information.
__________________________________________
here.
__________________________________________

Step Details ✔
installation.

Step 3. Gather the materials required for an

upgrade
You need the following materials before starting your upgrade.
Item Purpose and details
a tape drive and Use these items to back up the database on the original server
associated driver and restore it on the new server.
software
CAUTION
(these are required only
if you are backing up Risk of database restoration error
your database to a tape The database backup that you make on the original server must
drive, rather than a be compatible with the tape drive subsystem on the new server
remote directory on a (driver software, tape drive, and tape media). Otherwise, you are
network computer) unable to restore your database. For more information, see Step
5. “Investigate and resolve any tape drive compatibility issues”
on page 709.
blank tapes or data You need a blank tape to store the original server database using
cartridges the database backup procedure. The blank tape must be the
(this is required only if correct type for the tape drive that you are using on both servers;
you are backing up the tape capacity must be large enough to contain the database
your database to a tape backup.
drive, rather than a
remote directory on a
network computer)
blank preformatted Use this item to create a Platform Recovery Disk that contains
disk the original server setup record and database configuration.
Contact Center Use to install the Contact Center - Release 6.0 software.
Release 6.0 DVD-
ROM

Windows Server 2003 If your new server does not have the Windows Server 2003
operating system (Enterprise or Standard) operating system installed, you must
install the operating system.
Ensure you have the documentation provided by Microsoft
available onsite when you are configuring the operating system.

Step 4. Migrate Classic Client data
This section describes how to migrate the following Classic Client data to
Contact Center Manager Administration:
Filters
Historical reports
Real-Time displays
Graphical Real-Time Displays
Agent-skillset and agent-supervisor scheduled assignments
User types
This chapter also describes how to remove associated supervisors from Classic
Client.
The procedures in this chapter are required only if you have been using
Symposium Call Center Server 5.0 administered by at least one Classic Client
and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.
Because Contact Center Manager Server 6.0 does not support Classic Client, if
you have been using Classic Client to administer your Symposium Call Center
Server, you must migrate your Classic Client data to Contact Center Manager
Administration 6.0.
If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and do not have any Classic Clients in your network,
you do not need to perform the procedures in this chapter.

Migration Checklist
Classic Client Migration checklist ✓
Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏

Migrate data from Classic Client to Contact Center Manager ❏
Administration.
Filters
Migrate filters ❏
Historical reports
Locate scheduled reports ❏
Migrate or reimport reports ❏

Reschedule reports ❏
Delete reports from Classic Client ❏
Real-Time displays
Migrate Real-Time Displays ❏
Graphical Real-Time Displays
Migrate graphical Real-Time Displays ❏

Migrate scheduled assignments ❏
Delete assignments from Classic Client ❏

User types
Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent

Remove associated supervisors from Classic Client ❏
Migrate Filters
With the filters feature, you can select the sites and resources to be included in a
network-consolidated report. After you create and save a filter, you can apply it
to both standard and private network-consolidated historical reports to view only
the information that you specify in the generated report. When you connect to a
Contact Center Manager Server and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that you define and save.
You can use filters migrated from the Classic Client in Contact Center Manager
Administration. While each of the Classic Client filters contains only one type
of data – either skillsets, applications, route numbers, route names, Dialed
Number Identification Service (DNIS) numbers, or DNIS names – you can add
different types of data to these filters after you import them into Contact Center
Manager Administration by using the filters tabs in Historical Reporting.
With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters.
Use the tool to:
retrieve the existing filter information from the Network Control Center
master database (MDB).
reformat and save filters in the Active Directory.

Migrating filters
1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Note: This tool is used by administrator or webadmin only.
2 Input the path of the Network Control Center filter (database file) or click the
browse button to search for the file.
3 Select the appropriate file.
Result: The Path of NCC Database field is populated.
4 Click Save Data.

Result: The filter is now reformatted and saved to the Active Directory.
5 Click Close.
Migrate historical reports

Historical reports are stored differently in Contact Center Manager
Administration and Classic Client.
Classic Client:
Stores all user-defined and user-created reports on supervisors PCs running
Classic Client or on a network PC designated by supervisor.
Stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client.

Contact Center Manager Server:

Stores all custom reports on the Contact Center Manager Administration
server.
Stores and controls the schedules for the reports.
You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration:
User-created reports are customer report templates created with Crystal
Reports and imported into Classic Client. User-created reports and their
schedules can be migrated from the Classic Client if they were created
using Crystal Reports software (version 9.0 or earlier). You can migrate the
following types of user-created reports: Historical, Configuration, and
Parameterized reports.
User-defined reports are user reports saved from the standard Classic
Client reports, such as the Agent Performance report. Contact Center
Manager Server also provides the same set of standard reports. Migrating
user-defined reports involves re-creating the report manually using the
same standard template that exists on Contact Center Manager
Administration, specifying the same criteria, and saving it.

User-created reports cannot be migrated if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These
reports must be recreated in Contact Center Manager Server.
If the user-created reports were created with an earlier version of Crystal
Reports 9.0, test the reports for compatibility with Contact Center Manager
Server before deleting them in Classic Client.
In Contact Center Manager Server, historical reports can be shared using
report groups. Consider using this feature as it might reduce the number of
reports required to be imported.
If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.

Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For details about finding user-
created reports, see “Finding user-defined reports in Classic Client” on
page 679.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each user-
created report. For details about importing reports, see “Importing user-
created reports into Contact Center Manager Administration” on page 675.
5. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Schedule reports” on page 681.
6. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “Deleting a report schedule from Classic
Client” on page 685.
7. Delete the user-created report from the Symposium Call Center Server. For
details, see “Deleting user-defined or user-created reports from Classic
Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For details about finding user-defined reports, see
“Finding user-created reports in Classic Client” on page 674.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For details, see
“Defining user-defined reports in Contact Center Manager Administration”
on page 679.

5. Delete the user-defined report from the Symposium Call Center Server. For
details, “Deleting user-defined or user-created reports from Classic Client”
on page 686.
Finding user-created reports in Classic Client

Perform this procedure on each supervisor client.
1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column.
5 Right-click on each user-created report and select Properties.
6 In the Linked To box, note the path to the location where the file is stored.

Importing user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Galway server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.
4 Click Next.
5 (Optional) Select the Synchronize report template from the network
drive check box.
Notes:
If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source
report template on the network drive/PC, you do not need to import the
report to the Contact Center Manager Administration server.

To use this option, ensure the network PC is preconfigured to use it.

See the Contact Center Manager Administration Installation and
Maintenance Guide or contact your administrator for details.
6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Note: Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
Note: To import a historical report, enter the database alias. This is the
database view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.
9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.

12 Click Finish.
Result: The report is added to the list in the Reports window.
Notes:
If you select the Configuration option, you do not need to specify an
alias.
To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
The Timestamp field is not required for a configuration report.
See the Contact Center Manager Administration online Help for

more information about importing reports.
Finding user-defined reports in Classic Client

4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.
5 Save the report as a private report or to a shared report group and
schedule it.

Locating scheduled reports in Classic Client

Because reports might be stored on individual PCs or on the network, it is
important to locate the reports and make note of each report location or network
path prior to migrating it. To see all of the current scheduled reports prior to
migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.
1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.
4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.

Schedule reports
For more information about scheduling reports, see the Contact Center Manager
Supervisor’s Guide.
Defining the report schedule

1 From the Time zone list, select the time zone in which you want to run or
schedule your report.
ATTENTION
The schedule time that you specify is based on the
time zone that you choose. However, the system
translates the schedule time that you enter to the time
zone in which the Contact Center Manager
Administration server is located. The report is
generated at the time and in the time zone you specify,
but the timestamp at the bottom of the generated
report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted
on the Web site www.nortel.com.
2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y: Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button if you want to generate a report every 15 minutes
between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then
enter the times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.

At X every day/specific days of the week/specific dates: Select to

generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range
At X today/every day/days of the week/specific dates: Specify the time
at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “Defining output options” on page 682.
Defining output options

After you have set up the report schedule, define the way the system generates it.
You can specify whether you want to print the scheduled report when it is
generated or save it as a file, or both. If you choose to print the report, you can
select the paper size.

You can also specify one or more e-mail addresses to which the system can send
notification that the report has been generated successfully, or that there were
problems preventing the report from being generated. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure, enabling you to repair the problem and generate the report again.
If you choose to print the report to a file, you must specify a shared folder to
which the Contact Center Manager Administration server sends the output file.
This folder can be on your computer, on another computer in the network, or on
the Contact Center Manager Administration server. If the folder that you specify
is on a computer other than the Contact Center Manager Administration server,
the computer must be within the same domain as the Contact Center Manager
If you want to send a scheduled report to a printer, ensure that your
administrator has configured a default printer on the Contact Center Manager
Administration server. If a default printer has not been defined, then you can
send reports only to a file.
1 Select the print check box.
OR
Select output to file check box.
OR
Select both check boxes.
2 To print the report:
from the Printer list, select the printer to which you want to print the
scheduled report.
From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.
For example, to send the Agent Performance report to a shared folder on
the Contact Center Manager Administration server where the server
computer name is appsrvr, the shared folder name is reports, and the
report name is agent, in the Output box, type \\appsrvr\reports\agent.

4 Select the Save file under different name each time check box to save
the report with a different name each time it is generated. If you leave this
check box clear, the system overwrites previously generated reports with
the updated versions every time a report is generated.
5 From the Format list, select the export file format to use.
6 Select the Send notification e-mail to check box to receive notification of
when the report is generated.
7 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
8 Click Save Report.
Result: The report is saved.
9 Click Activate.
Result: The report schedule is activated.
Activating a report
You can activate a report schedule in two ways:
Click Activate in the Report Properties window after you schedule a new
report and click Submit, or after you modify an existing report schedule
and click Submit.
Click Activate in the Scheduled Events window. For details, see the
following procedure:
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.
2 Select the report that you want to activate.
3 Click Activate.
Deactivating a report
You can deactivate a report schedule in two ways:
Click Deactivate in the Report Properties window when you are viewing
the properties of a scheduled report.

Click Deactivate in the Scheduled Events window. For details, see the
following the procedure.
2 Select the report that you want to deactivate.
3 Click Deactivate.
Result: The report schedule is deactivated.
Deleting a report schedule from Classic Client


Result: All of the reports currently scheduled are displayed.
5 From within Scheduler, right-click the schedule.

6 Select Delete.
Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
1 From the system tree, right-click the report and select Delete from the
resulting menu.
ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.
Migrate Real-Time Displays

There are two types of Real-Time Displays: Classic Client and Contact Center
Manager Server.

Classic Client
Stores custom Real-Time Display formats on the PCs running Classic
Client.

Stores custom Real-Time Display formats on the Contact Center Manager
Requires custom Real-Time Displays be recreated in Contact Center
Manager Server.
Contact Center Manager Server supports public Real-Time Displays. If many

users use the same Real-Time Display, then it needs only to be recreated once as
a public display format.
Migrating Real-Time Displays

1 Log on to the server using the Classic Client.
2 Expand Reports & Displays.

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window appears.
4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties window appears.
6 On the General page, note the Refresh Rate and the View Mode.
7 On the Columns page, note the following:
columns listed under Column headings as they appear in Real-Time
Display
formulas listed for each column in the Formula field

configuration settings listed under Selected Column

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.

11 Create new displays of the same type that you noted from Classic Client.

12 On the Properties page for each display, configure the properties for the
new display using the information from Classic Client.

13 On the Columns page for each display, configure the columns for the new
display using the information from Classic Client.
Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not
able to recreate the displays in Contact Center Manager Administration
exactly as they are configured in Classic Client.
Migrate graphical Real-Time Displays (GRTD)

To migrate graphical Real-Time Displays from Classic Client to Contact Center
Manager Administration 6.0, you must note the configuration parameters for
each graphical Real-Time Display in Classic Client and then manually recreate
the displays in Contact Center Manager Administration.

Time charts are not available in Contact Center Manager Administration.
You can create connections after the supervisor creates all their constituent
displays.
Migrating application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.

1 On the Classic Client, log on to Graphical Real-Time Displays as the

supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window appears.
3 Click the Data Display tab.
Result: The Data Display page appears.
4 Note the Data Display parameters of this billboard.

5 Click the Data Action tab.

Result: The Data Action page appears.
6 Note the Data Action parameters of this billboard.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.
10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.
11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

12 From the server list, select the server on which you want to create the
graphical display.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.
Element Type Presentation
Agent Agent Map
Application Billboard, Chart
IVR Billboard, Chart
Agent Position Count Billboard, Chart
All Private Collection
All Private Billboard Collection
All Public Collection
All Public Billboard Collection
14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
Real-Time Display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset billboards that
you want to migrate to Contact Center Manager Administration.

Migrating application and skillset charts

1 On the Classic Client, log on to Graphical Real-Time Displays as the
supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
Result: The Data Display page appears.
4 Note the Data Display parameters of this chart.

Note: Take particular note of the chart type.


Result: The Data Action page appears.
6 Note the Data Action parameters of this chart.





graphical display.
Agent Agent Map
to create.
Real-Time Display in Classic Client.
17 Repeat this procedure for each of the application and skillset charts that

Migrate agent-skillset and agent-supervisor assignments

Set up the schedules of agent-to-skillset and agent-to-supervisor assignments
after migrating them from Classic Client to Contact Center Manager Server.
Classic Client
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.

Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Server uses the Window Task Scheduler, which is part of the Contact
Center Manager Administration server's operating system, to schedule
assignments.
Open and schedule each assignment through the Contact Center Manager Server
component in Contact Center Manager Administration.
After scheduling the assignment in Contact Center Manager Server, delete the
schedule from Classic Client. If the schedule is not deleted from Classic Client,
the assignment runs twice.
ATTENTION
Ensure that all the schedules are removed prior to
upgrading to Contact Center Manager Server.
Migrating agent-skillset and agent-supervisor scheduled

assignments
2 Select Assignments.

3 Double-click Agent to Skillset Assignments or Agent to Supervisor

Assignments.

4 Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
5 Note the schedule information.

7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.

9 Select the server in the server tree.

10 Click on the Agent Skillset Assignments folder or Agent Supervisor
Assignments folder.
11 Select each assignment.
Result: The schedule information is displayed in the Save/Schedule

Assignments section.

12 Enter the schedule data in the Save/Schedule Assignments section.
13 Click Schedule.
Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled

assignments
Assignments.
Result: The schedule information is displayed.
5 Update the schedule to Not Scheduled.
6 Click Save.

Migrate user types

With Classic Client, you can create six types of users, of which only the first
three can access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.
Desktop Supervisor user—A supervisor in the Contact Center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.
Desktop Supervisor Agent user—A supervisor in the Contact Center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, can perform certain actions within the
Classic Client.
Supervisor user—A supervisor in the Contact Center, supervising agents.

Without Desktop is not able to access the Classic Client.
Agent user—Assigned to a skillset used to take calls within the Contact Center.
Supervisor Agent user—A supervisor in the Contact Center, supervising

agents. Without Desktop is not able to access the Classic Client. Assigned to a
skillset used to take calls within the Contact Center.
The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you see all six types of users. When migrating from Classic
Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.
Migrating Desktop users

No action is required.
Note: The Desktop user type is available in Server Utility. Sysadmin can log on
to the Server Utility to administer this user (for example, to change the
password).

Migrating Desktop Supervisor users

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these are cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users

Migrating Supervisor users

Migrating Agent users

Migrating Supervisor Agent users

Remove associated supervisors

In Contact Center Manager Administration 6.0, the partitions feature replaces
the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
If this step is not performed, Contact Center Manager Administration removes

the secondary supervisor assignment when the supervisor is deleted.

Removing associated supervisors from Classic Client

2 Select User Administration.
3 Double-click Users.
Result: A list of all users is displayed.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.

Step 5. Investigate and resolve any tape drive

compatibility issues
This section applies only if you are using a tape drive to back up and restore
your database. If you are using a remote directory, you can skip this step.
ATTENTION
When you perform an upgrade, you must create a database
backup of your original server and restore it on the Release
6.0 server. You can use either a tape drive or a remote
directory on a network computer to back up and restore
your database. If you choose the tape option, before
creating the backup, you must ensure that the tape drive and
driver software on your Release 6.0 server can read the data
on the backup tape from the original server. Otherwise, you
cannot restore your database and the migration installation
fails.

Ensuring compatibility for database backup and restore

To determine whether you have compatibility problems, you must check the
tape drive hardware and the driver software on both the original and new
servers. You need to replace the tape drive, or upgrade the driver software, or
both. Use the following table to understand the compatibility requirements and
your options to achieve compatibility. Ensure you resolve the compatibility
issues before you create the backup on the original server.
Requirements for
compatibility Options for achieving compatibility
The driver software on the Check the drivers you plan to use on both the original and
original server must be able new servers, and ensure they write a compatible format.
to write a format that is This can require updating the driver on the original server
readable by the driver before backing up the database.
software on the new server. If there are incompatibilities, you receive the following
message when trying to restore the database on the new
server:
Unable to retrieve backup name.
The tape drive hardware must If your original server and new server do not have
be compatible with both the compatible tape drives and tape media, one option is to
original server and the new use the same physical tape drive hardware on both the
server. In other words, the original server and the new server to perform the backup
tape media you use to create and restore.
the database backup on the For example, you can use the original server tape drive on
original server must be both the original server and the new server during the
readable in the tape drive of upgrade. The tape drive replacement is temporary and
the new server. required for the upgrade procedure only. Save the tape
drive of the new server and its driver software disks for
reinstallation onto the new server later on.
For information about replacing a tape drive, see the
maintenance guide for your hardware platform.

Requirements for
compatibility Options for achieving compatibility
The driver software installed Ensure the driver software that is compatible with
on the new server must be Windows Server 2003 is
compatible with Windows available for the tape drives you are using to restore
Server 2003. your database
installed on the new server

Step 6. Install the latest Service Update and

required PEPs
Ensure that the latest Service Update and any required PEPs are applied to the
original server. These include enhancements that are required to perform an
upgrade.
Use the following procedure to identify which Service Update pack and PEPs
are installed on the original server:
Checking the Service Update level for Symposium Call Center

Server
1 From the Start menu, choose All Programs > Symposium Call Center
Server > PEP Viewer.
Result: The Patch Manager window appears, displaying the latest installed
Service Update.
2 If you do not have the required Service Update Pack, go to the Enterprise
Solutions PEP Library Web site to download the required Service Update
Symposium Call Center Server Release 5.0 running on your original server.

3 Record the PEP Product Name, PEP Version, and PEP Type on the
following worksheet.
PEP and SU level worksheet
Item Fill in the required information
SU Product Name
SU Version
SU Type
PEP Product Name
PEP Version
PEP Type
PEP Product Name
PEP Version
PEP Type
PEP Product Name
PEP Version
PEP Type
PEP Product Name
PEP Version
PEP Type
4 Click Exit.
5 If necessary, follow the procedure in “Install patches on the server” on page
2312 to install the latest Service Update on your original server; otherwise,
proceed to Step 7. “Ensure that all servers are compatible” on page 714.

Step 7. Ensure that all servers are compatible
Contact Center Manager Administration 6.0 is compatible with Symposium Call

Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.
If you are installing Contact Center Manager Administration 6.0 on a co-resident

server, you can install it only after Contact Center Manager Server 6.0. You
cannot install Contact Center Manager Administration 6.0 on a co-resident
server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.
To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center

Step 8. Ensure the server meets CCMA 6.0

requirements
Before you upgrade Symposium Web Client to Contact Center Manager

Administration Release 6.0, ensure that the application server meets all the
minimum hardware and software requirements. For details about hardware and
software requirements, see the Contact Center Manager Administration

Step 9. Perform a full backup of the source

server
Before performing the migration procedure or performing any significant

upgrade of the application server, Nortel recommends that you make a complete
backup of the Symposium Web Client application server, including the system
state, using a proven third-party backup tool of your choice, or the Microsoft
Windows Backup tool. A full backup of the source server, including the system
state, allows regression of the source server back to its original state, if required.
Nortel recommends that you perform full backups during periods of low
activity.
Perform a full backup of the source server

If you encounter a problem with the migration procedure, or if you encounter a
product problem, you can use the full backup you created to return the source
server to its original state.
For details about creating full backups of the application server, see Microsoft
documentation or the documentation of the third-party backup tool of your
choice.
CAUTION
Risk of loss of data

You can use Backup to back up and restore data on either File
.
Allocation Table (FAT) or NT File System (NTFS) volumes.

However, if you have backed up data from an NTFS volume used
in Windows 2003, Nortel recommends that you restore the data to
an NTFS volume, or you may lose data as well as some file and
folder features.

Step 10. Back up the Symposium Web Client

data files
You must create a backup of the individual Symposium Web Client data files,
including Microsoft Active Directory Application Mode (ADAM)
Nortel recommends that you back up the individual Symposium Web Client
files in addition to performing a full backup of the Symposium Web Client
server because this creates a more manageable backup file containing only the
Symposium Web Client data files that need to be restored in the event of an
upgrade failure in which you must restore the Symposium Web Client data files,
but not the entire operating system.
The Symposium Web Client data files to back up include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-Time display snapshots
Emergency Help snapshots
Schedule data
CAUTION

You cannot back up Microsoft ADAM files by manually copying
.
files. If you attempt to back up ADAM files by manually copying

files, ADAM does not function when restored to a new server.
Nortel recommends that you back up ADAM files by using the
Windows Backup Tool.

Backing up Symposium Web Client data files using the Microsoft

Windows Backup Tool
Detailed steps and information about the Microsoft Windows Backup Tool is
located on the Microsoft Website at www.microsoft.com.
1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup or Restore Wizard opens.
2 Select Advanced Mode by clicking the Advanced Mode option.
Result: The Backup Utility Advanced Mode welcome screen appears.
3 Click the Backup tab.
Result: The Backup tab opens with a tree structure in the left pane listing
all directories and folders.
4 In the left pane, select the following files and folders by clicking the box to
the left of a file or folder (where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
Result: A check mark appears next to your selected files.
the left of a file or folder (where <INSTALLDIR> is the Symposium Web
Client install directory. The default install directory is C:\Program
Files\Nortel Networks\WClient):
<INSTALLDIR>\Apps\AccessMgmt\AccessXML
<INSTALLDIR>\Apps\Common\Icedb
<INSTALLDIR>\Apps\EmergencyHelp\Exports
<INSTALLDIR>\Apps\Reporting\Historical\data
<INSTALLDIR>\Apps\Reporting\Historical\rpt
<INSTALLDIR>\Apps\Reporting\RealTime\Exports
6 In Backup destination, do one of the following:
Choose File if you want to back up files and folders to a file. File is
selected by default.

Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by
Backup, it appears at the bottom of the Backup destination for the backup
window. If you do not have a tape drive, or your tape drive is not supported
or detected, you can select a floppy disk drive or a location on your hard
disk.
If you want to back up your files to a network drive, you must map a drive
letter to the network destination to which you want to back up your files. If
you map a drive letter to a network drive, Backup displays it in the Backup
destination for the backup window.
7 In Backup media or file name, do one of the following:
If you are backing up files and folders to a file, type a path and file name
for the backup (.bkf) file, or click the Browse button to find a file.
If you are backing up files and folders to a tape, choose the tape you
want to use.
8 Click Start Backup.
Result: The Backup Job Information window appears.
Result: The Backup Progress window appears and informs you when the
backup operation is finished.
Note: For further details about using the Windows Backup Tool or other
backup strategies, consult the Microsoft documentation at
www.microsoft.com.

Step 11. Perform an SCCS 5.0 database

integrity check
ATTENTION
Before you perform the database integrity check, ensure no
active Symposium Call Center Server client connections to
the server on which you are performing the check. If client
PCs connect to the server while the check is running, errors
can result and you need to perform the check again.
To ensure the integrity of the databases on the original server, Nortel

recommends that you perform a database integrity check before creating a
backup of your database. This step is highly recommended to capture any
database consistency problems.
Remember that a database integrity check can take from 1 to 3 hours, and that
the server must be offline during the check. You can perform the check ahead of
time, but make it as close as possible to the time of the database backup.
Follow the next procedure to perform a database integrity check on the original
Release 5.0 server.
Symposium Call Center Server is shut down while the database integrity check
is running.

Performing a database integrity check on the original Release 5.0

server
1 Log on to the server as Administrator or NGenSys.
Server > Migration.
Result: The Platform Migration Utility window appears.
3 Click Database Integrity Check.

4 Click OK.
Result: The system displays messages as it checks the status of each
service running on the server.

5 Wait until the following window appears.
6 Click OK to start the database integrity check.

Result: A DOS window appears on the screen.
Attention: Do not close this window. The database integrity check takes
from 1 to 3 hours to complete. You cannot see any activity on the screen,
but notice continuous disk activity.
8 Click OK.
9 Click Close to close the Platform Migration Utility window.
10 Check the database check log (C:\DbChk.log) for database errors. To do
this, use a text editor (such as Notepad).
When you check the log file, search for key words such as ERROR or
MSG. Contact your Nortel customer support representative for any
detected database error. Do not put the server into service if any detected
database errors exist, even though it can seem to operate normally.
Note: If you do not plan to reuse the remote directory backup on your
Release 5.0 server for future backups (if you plan to use tape backups),
delete the user account you created for this purpose after you complete the
upgrade. Unshare the directory on the network computer.
11 Restart the server. From the Start menu, choose All Programs >
Symposium Call Center Server > Startup.

Step 12. Back up the SCCS 5.0 database
Create a backup of the database of the original server so you can restore it on the
Release 6.0 server. The original server remains online while the database is
backed up. However, consider the following information before you proceed
with the backup:
An online backup adds an additional load to the server and reduces overall
Contact Center performance. Nortel recommends that you perform backups
during non-peak traffic hours. Do not change any Contact Center
configuration or user setup information during the database backup
operation.
If your server continues to receive calls after the backup, some call
statistics and data pegging are missing from the backup. If it is important
that all call statistic and data pegging be migrated to your Release 6.0
server, take the original server offline immediately following the
database backup. Ensure that the original server remains offline until
you install Release 6.0 and successfully migrate the database back to
the same server.
Options for database backup and restore

To back up and restore your database, you can use a tape or a remote directory
on a network computer. Nortel recommends that you use a remote directory on a
network computer to back up and restore your database.
Procedures for both options are included in the following section.
Files created during backup

The backup process creates the following files:
blue.dmp This file contains the contents of the Blue database.
cbc.dmp This file contains the contents of the CBC database.
master.dmp This file contains the contents of the Master database.

miginfo.txt This file contains configuration details.
rbackup.txt This file contains details about the user name, password, and path
used when you perform a database backup to a remote directory.
dbseg.txt This file contains information about the data and log segments in
your database.
dbdvc.txt This file contains information about the size and location of your
database files.
Backing up the database to a remote directory

Before backing up your database to a remote directory, check your remote folder
configuration by following the guidelines listed in the section “Test the remote
directory backup and restore configuration” on page 2458.
To help calculate the speed of database backups to a remote directory, it is a

good idea to perform a trial run of the backup at least several days before the
upgrade. Keep in mind that the time required to do a database backup can vary
between the trial run and the actual backup day due to several factors. For a list
of the variables that can affect the speed of your backup and restore, see
“Variables affecting backup and restore speed” on page 2349.
To help you calculate space requirements before you back up the database, see
details about the DBSpace utility in the section “Calculating the capacity
requirements for database backups” on page 2361.
Set up the database backup to a remote directory

First, identify the computer onto which you are going to back up the database.
You must then set up the connection between the server in Contact Center
Manager Server and the remote directory.
The following section explains the requirements for the remote computer and
network.
Remote computer requirements

The remote computer for your database backup can be either a server or a
workstation that meets the following requirements:

The operating system must be Windows Server 2003, Windows 2000

Server, Windows 2000 Professional, or Windows XP Professional.
The directory you use for the backup must have enough space available to
hold the backup files.
Network requirements
The remote computer must be on the same network as the server in Contact
The network connection can be through the Nortel server subnet. Ensure
that the Nortel server subnet has low traffic during the scheduled time for
the database backup. If you run the backup when Nortel server subnet
traffic is high, the database backup can take longer than planned.
Worksheet for setting up a remote directory backup

You need to set up an account, password, and a shared directory on your
network computer in preparation for a remote directory backup. Create names
for these items ahead of time and record them in the following table.
Fill in the required

Item information
User name
You must create a name and assign it to two user
accounts—one on the network computer and the
other on your Release 6.0 server. The names must be
identical on both computers.
User account password

You must create a password and assign it to the two
accounts described in the previous step. The
passwords must be identical on both computers.
Computer name of the network computer
Obtain and record this name so you it is available
when you enter the command to back up the
database.


Item information
Share name for the remote directory

You must create and assign a share name to the
directory on the remote computer. The share name
can be the directory name (this is the default in
Windows) or a different name.
Preparing the network computer for remote directory backup

After you determine which network computer to use for the remote directory
backup, you must create a local Windows user account on it and then create a
shared directory to contain the remote backup. Use the following basic steps,
along with the documentation that came with the operating system, to correctly
set up the user account and shared directory.
The following procedures do not provide detailed steps, since they differ
depending on the operating system on your network computer.
Creating the local Windows user account on the network computer

Create a new user account in Windows using the user name and password that
you recorded in the worksheet.
1 Create a new user account in Windows using the user name and password
that you recorded in the worksheet.
1 Select Start > Programs > Administrative Tools > Computer
Management.
2 In the left panel, navigate to Local Users and Groups > Users.

3 Right-click on the Users folder, and then select New User from the
resulting menu.
Result: The New User dialog box appears.
4 Enter the user account details in the New User window.

5 Clear the User must change password at next logon check box.
CAUTION
Risk of database backup failure

if you select the User must change password at next
.
logon check box, Symposium Call Center Server cannot

connect to the remote computer
6 Click Create.
7 Make the user account a member of the Administrators group.
Creating and sharing the remote directory on the network computer

1 On the network computer, create a directory (folder) to contain the
database backup. You can use the share name you recorded in the
worksheet.
Note: The name of the remote directory must not contain any spaces.
Spaces in the remote directory name cause errors.

2 Ensure file sharing is enabled on your computer.

3 Make the directory shared, and assign the share name that you recorded in
the worksheet.
4 For the shared directory permissions, grant Full Control access rights to the
user account that you created in the previous procedure.
Result: The network computer is now set up for remote directory backups.
You must now prepare the server in Symposium Call Center Server using
the following procedures.
5 Ensure you record the computer name of the network computer in the
worksheet.
Backing up the database on the server

1 Ensure the services on the server are running.
Note: A database backup uses the HDM service. If this service is down, the
database backup cannot start.
Server > Database Backup.
Result: The Database Backup Utility window appears.

3 Select Network Disk.

4 Click Next.
5 In the Account box, type the account name for the remote backup location.
6 In the Password box, type the Password for the remote backup location.
7 In the Network Path box, type the Network Path of the remote backup
location.

8 Click Next.
Result: The Database Backup Utility progress window appears.
9 Click Start backup.

Result: The Symposium Call Center Server services are started. A DOS
window displays the progress.
10 When the backup of SCCS_Database is complete, press Enter.

11 Type quit, and then press Enter to close the DOS window.
Result: The DOS Window closes and the Database Backup Utility
progress window appears.
12 Click Exit.
Result: The Remember to schedule regular backups window appears.
13 Click OK
Note: If you plan to use tape backups for all future backups, and you do not
plan to reuse the remote directory for future backups, delete the user
account you created for this purpose after you complete the upgrade. You
can also unshare the directory on the network computer.
14 Check whether any events are recorded in the event log on the client PC
from which you scheduled the backup. If there are any errors, check the
database backup log files on the server. These files are located at the
following paths: C:\Winnt\System32\backup.log and
D:\Sybase\ASE-12_0\install\backup.log.

Back up the database to a tape

To help calculate the speed of database backups to tape, it is a good idea to
perform a trial run of the backup at least several days before the upgrade. Keep
in mind that the time required to do a database backup can vary between the trial
run and the actual backup day. For a list of the variables that can affect the speed
of your backup and restore, see “Variables affecting backup and restore speed”
on page 2349.
To calculate the speed for database backups to tape (based on your

configuration), see the formula listed in the section “Online Database Backup
Speed Elapsed Time” in the Nortel Contact Center Manager Server Planning
and Engineering Guide for Release 6.0.
To see sample time measurements for tape backup and restore, see
“Requirements for backups” on page 2353.
To calculate the capacity requirements for tape or remote directory backups, see
“Calculating the capacity requirements for database backups” on page 2361.
To schedule regular backups, see Section B:“Schedule backups” on page 2387.
Backing up the database to tape

1 Insert a blank tape into the tape drive.

4 Select Local Tape Drive.

5 Click Next.



8 In the DOS Window, type quit, and then press Enter.

9 Click Exit.
10 Click OK
11 After the database backup is complete, remove the backup tape and save
it.
If you plan to use tape backups for all future backups, and you do not plan
to reuse the remote directory for future backups, delete the user account
you created for this purpose after you complete the upgrade. You can also
unshare the directory on the network computer.
from which you scheduled the backup. If any errors occur, check the

Step 13. Create an SCCS 5.0 Platform

Recovery Disk
Create a Platform Recovery Disk to gather required information from your

original server, such as its setup record and database configuration. The
Platform Recovery Disk contains the file MigInfo.txt, which includes important
details about how the original server is configured.
Even if you have an existing Platform Recovery Disk available, ensure you
create a new one after installing the latest PEPs and SUs.
Creating a Platform Recovery Disk for Release 5.0

Server > Server Setup Configuration.
Result: The Symposium Call Center Server Setup Configuration Utility
window appears.


Result: The Utilities page appears.
4 To create a Platform Recovery Disk on a floppy disk, complete the following

steps:
a. Ensure the value in the Platform Recovery Disk to path box is A:\.
b. Insert a blank floppy disk in drive A.
c. Click Create Disk.
d. Click OK.
OR
To create a Platform Recovery Disk in a directory on a network computer,
complete the following steps:

a. Ensure you map a network drive to the remote directory in which you
want to save the Platform Recovery Disk.
Note: The name of the remote directory into which you save the
Platform Recovery Disk must not contain any spaces. Spaces in the
remote directory name cause errors.
b. Click Browse and navigate to the mapped drive.
c. Select the directory, and then click OK.
Result: The drive you selected appears to the left of the Browse
button.
Result: The system exports files containing the server setup record and
database configuration to the disk or remote directory. When the process is
complete, the following window appears.

finds any problems, it displays a message indicating the type of problem.
then it advises you to contact Nortel customer support before you proceed
with the migration procedure. After customer support fixes the problem, you
must create a new Platform Recovery Disk before you proceed with the
migration.
If the system finds a database log segmentation overlapping problem, then
you can still use the Platform Recovery Disk that you just created. The
system prompts you to shut down the Symposium Call Center Server
services so it can fix the problem. Follow the on-screen prompt to shut
down the services.
5 Click OK. If you used a floppy disk, remove it from the drive, and ensure it
is labeled clearly.
6 Click Cancel to close the Symposium Call Center Server Setup
Configuration Utility window.


Note: Do not perform a database expansion before exporting the Platform
Recovery Disk to the new installation. Otherwise, you need to create a new
Platform Recovery Disk.
Contents of the Platform Recovery Disk

dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

Step 14. Back up the TAPI 3.0 database
To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, complete this

procedure to back up the TAPI database. To upgrade Communication Control
Toolkit 5.0 to Communication Control Toolkit 6.0, see Step 15. “Back up the
Communication Control Toolkit 5.0 database” on page 741.
The installation of Contact Center Manager Server 6.0 automatically upgrades

and retains all TAPI data required for running the Contact Center Manager
Server but, for the migration to a new server, follow this procedure to back up
the TAPI database for server recovery purposes.
Backing up the TAPI database

1 Locate the TAPI database file m1spdb.mdb in the TAPI installation
directory. The default location is C:\m1server\m1spdb.mdb.
Tip: Search for the TAPI database using Start > Search from Windows
Server.
2 Copy the file to your backup location.
Tip: Store the backup file to a location that is easily accessible by the new
Windows Server 2003 server.
What is next?
Proceed to Section B:“Preupgrade tasks” on page 753.

Step 15. Back up the Communication Control

Toolkit 5.0 database
To upgrade Communication Control Toolkit 5.0 to Communication Control

Toolkit 6.0 on the same server, complete this step. To upgrade TAPI 3.0 to
Communication Control Toolkit 6.0 on the same server, see Step 14. “Back up
the TAPI 3.0 database” on page 740.
Follow the procedures in this section to back up your Communication Control

Toolkit database.
Database backups are performed on an ad hoc or scheduled basis while the

system is running.
You can back up the Communication Control Toolkit database in the following
two ways:
1. Use the NCCT 5.0 Console Database Maintenance snap-in.
2. Use the DBComd.exe file to schedule backups and restores. The
DBComd.exe file is located in the Nortel Communication Control Toolkit
root install directory.
You cannot backup or restore the Communication Control Toolkit database

from a mapped drive. You must use a UNC path to backup or restore the Contact
Center Manager Server database.
To back up to tape, create a backup locally, and then copy to tape.

Backing up the CCT database using the NCCT Database

Administrator
2 Choose Start > All Programs > Nortel > Communication Control
Toolkit > NCCT 5.0 Console.

3 Expand NCCT Maintenance, and double-click Database Admin in the

right panel of the console.

4 Click Browse.
Result: The Save As dialog box appears.
5 Browse to the path where you want to save the backup file.
Note: To back up to a network path, use the UNC path to perform the
backup (for example, \\55.555.555.2\sharefolder\5.0.10.2.bak). You cannot
use a mapped network path to perform a database backup.
6 Type the file name of the backup file, and then click Save.
Result: The NCCT Database Admin Properties dialog box appears,
displaying the selected backup file name.

7 Click Backup.
Result: The backup is complete, the following message appears.
8 Click OK.

Performing a scheduled backup using DBComd.exe

1 Select Start > Control Panel.
Result: The Control Panel window appears.
2 Double-click Scheduled Tasks.

Result: The Scheduled Tasks window appears.

3 Double-click Add Scheduled Task.

4 Click Next.

5 Click Browse.
Result: The Select Program to Schedule window appears.
6 Browse to the Nortel Communication Control Toolkit folder, and then

select DBComd.exe.
7 Click Open.
Result: The Scheduled Task Wizard dialog box appears.
8 In the box, type a name for the scheduled backup.

9 Select when to perform the backup, and then click Next.

10 Select the time, week, and day of the scheduled backup, and then click
Next.
Nortel recommends that you schedule the backup during off-peak hours.
11 In the Enter the user name box, type the user name. Make sure the user
name has administrator privileges
12 In the Enter the password box, type the password.
13 In the Confirm password box, retype the password.

14 Click Next.
15 Select the Open advanced properties for this task when I click Finish
check box, and then click Finish.
16 In the Run box, type “C:\Program Files\Nortel\Communication Control

Toolkit\DBComd.exe” backup C:\NCCT_Weekly.bak.

The backup file is overwritten every time the scheduled backup runs. To
prevent the file from being overwritten, you can write and schedule a batch
file to rename the backup file (for example, with an appended date) each
time after the scheduled backup runs.
If the path name includes a space, you enclose the path name with
quotation marks. For example, “C:\Program
Files\Nortel\CCT\DBComd.exe” backup C:\NCCT_Weekly.bak.
17 Click OK.
Result: The backup scheduling is complete.
18 To check that the scheduled backup is successful, view the backup log file
that the DBComd.exe file creates. This log file is located where you install
Communication Control Toolkit (for example, C:\Program
Files\Nortel\Communication Control Toolkit/NCCT_DBMaintenance.log).
Supported third-party backup applications

Third-party backup applications that are supported include Veritas.
Backing up the TAPI SP database

The installation of Communication Control Toolkit 6.0 automatically upgrades
and retains all TAPI data required for running the Communication Control
Toolkit. Follow this procedure to back up the TAPI database for historical and
server recovery purposes.
directory (for example, C:\program files\Nortel\communications control
toolkit\tapi).
What is next?
Proceed to Section B:“Preupgrade tasks” on page 753.


Section B: Preupgrade tasks
In this section
Step 16. Check for CCMA service on your co-resident server 754
Step 17. Remove Terminal Server (optional) 756
Step 18. Shutdown all of your SCCS services 758
Step 19. Upgrade pcAnywhere (optional) 759
Step 20. Map a drive to the source location of the product software 761
Step 21. Copy the latest Service Update and Platform Recovery Disk 764

Step 16. Check for CCMA service on your

co-resident server
Perform this step if you plan to install the Communication Control Toolkit on a
co-resident server where Contact Center Manager server software and Contact
Center Manager Administration server software are all installed.
You must determine if the Contact Center Manager Administration Automated

Assignments is installed on your server. If this service is installed, you must stop
the service before you install Communication Control Toolkit.
Administrators use the IceAssignment service to copy XML files and

automatically create agent-skillset and agent-supervisor assignments. Consult
with all administrators to determine if this service must be restarted.
Determining if the Automated Assignments service is installed

1 If the Start Menu is set to the default, select Start > Administrative Tools
> Services.
OR
If the Start Menu is set to the Classic Start menu, select Start > Programs
> Administrative Tools > Services.
2 Sort the services by name, and scroll through the list of services to find the
IceAssignment service.
Result: If the IceAssignment service exists, Contact Center Manager
Administration Automated Assignments service is installed on the server.
Stopping the IceAssignment service

1 If the Start Menu is set to the default, select Start > Administrative Tools
> Services.
OR
If the Start Menu is set to the Classic Start menu, select Start > Programs
> Administrative Tools > Services.

2 Sort the services by name, and scroll through the list of services to find the
IceAssignment service.
3 Right-click IceAssignment, and then click Stop.

Step 17. Remove Terminal Server (optional)
If you plan to upgrade TAPI 3.0 to the Communication Control Toolkit 6.0, this
step is not required and you can proceed to Step 18. “Shutdown all of your
SCCS services” on page 758.
When you install Symposium Web Client 4.5, Terminal Server is automatically
installed. If you did not remove Terminal Server after you installed Symposium
Web Client 4.5, you must remove it before you can upgrade the Communication
Control Toolkit 5.0 to the Communication Control Toolkit 6.0. To remove
Terminal Server, complete the following procedure.
Removing Terminal Server

2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard appears.
3 Clear the Terminal Server check box, and then click Next.
Result: The Terminal Server Setup dialog box appears.
4 Click Next.
Result: Terminal Server is removed and the Completing the Windows
Components Wizard dialog box appears.
5 Click Finish.
Result: A message appears stating that the computer must be restarted
before the new settings will take affect.
6 Click Yes.
Result: The server is rebooted.
When you remove Terminal Server, Remote connections are disabled. If
you use Remote Desktop, complete the following procedure to re-enable
Remote connections.

Enabling Remote connections

1 Right click My Computer and select Properties.
2 Select the Remote tab.
3 Select the Enable Remote Desktop on this computer check-box.
Result: A message appears stating that local accounts might not have
passwords. Account used for remote connections must have passwords.
4 Click OK to close the message dialog box.
5 In the System Properties window, click Apply, and then click OK.

Step 18. Shutdown all of your SCCS services
Before you upgrade to the new Contact Center Manager Server, you must
shutdown the services on the original server.
Shutting down the Symposium Call Center Server services

1 From the Start menu, choose Programs > Symposium Call Center
Server > Shutdown.
Result: The Symposium Call Center Server Shutdown window appears.
2 Click OK to confirm.
Result: The Symposium Call Center Server services shut down. This can
take several minutes.
3 When the Service Status log window appears, click Accept to exit the
utility.
4 If you cannot shut down the Symposium Call Center Server services, you
can use serman man to set the services to Manual so that when you restart
the server the Symposium Call Center Server services do not restart.
Result: Symposium services are set to Manual. When the server is
restarted, the Symposium services cannot start automatically.

Step 19. Upgrade pcAnywhere (optional)
Follow the procedure in this section to upgrade your current version of

pcAnywhere on your server to pcAnywhere 11.5.
If you plan to upgrade your software to a new server, you can skip this step and
proceed to Step 23. “Upgrade the Contact Center Manager Server software” on
page 769.
One licensed copy of pcAnywhere 11.5 for host computers only is provided for
the server on the Contact Center Release 6.0 DVD. This software license
enables you to configure the server as the host computer in remote control
sessions (that is, the computer to which remote computers connect).
Upgrading to pcAnywhere 11.5

driver.
3 Browse to the pcAnywhere folder on the Nortel Contact Center Release 6.0
DVD.
4 Double-click NTJK08BA-02 - Host Only.exe file.
Result: The Previous Version Installed window appears.
5 Place a check mark beside Preserve existing data, and then click Next.
Result: The Welcome to the installation for Symantec pcAnywhere window
appears.
6 Click Next.
8 Enter your user name and company details, and then click Next.

9 Accept the default location to install the software, or click Change to

choose a custom location.
If you clicked Change, enter the location in which you want to install
pcAnywhere, and then click OK.
10 Click Next.
11 Accept the defaults in this window, and then click Next.
Attention: Nortel recommends that you do not install the Host
Administrator and Host Agent features.
12 Click Install.

Step 20. Map a drive to the source location of

the product software
If your DVD drive is already a mapped network drive, skip this step and proceed
to Step 23. “Upgrade the Contact Center Manager Server software” on page 769.
ATTENTION
To upgrade Symposium Web Client 4.5 to Contact Center
Manager Administration, you must map your DVD drive as
a network drive even if the DVD drive is a local drive to the
server. If you do not map your DVD drive, the upgrade can
fail.
Mapping a drive to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree.
4 Select Properties from the pop-up menu.
Result: The DVD Properties window appears.

5 In the DVD Properties window, select the Sharing tab.

Result: The Sharing page appears.
6 Select the Share this folder option.

7 In the Share name box, type your share name.
8 Click Apply.
9 Click OK.
Result: The DVD Properties window closes.
10 In Windows Explorer, select the Tools menu.
11 From the list, select Map Network Drive.
Result: The Map Network Drive window appears

12 In the Folder box, enter the server details in the form of \\<server>\<share
> where <server > is the system which contains the physical DVD media
and <share> is the share name.
13 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.

Step 21. Copy the latest Service Update and

Platform Recovery Disk
Before installing the Release 6.0 Contact Center Manager Server software, you
must do the following:
Copy the latest Service Update pack to drive D on your server.
Copy the Platform Recovery Disk from the Release 5.0 Symposium Call
Center Server to drive D:\OldPrd of the reconfigured server.
ATTENTION
Do not install the Service Update pack! The installation
program installs it automatically at the appropriate time
when you install the server software.
A Service Update is included in the Supplementary SU folder on the DVD

shipped with your software. However, check for a more recent Service Update
pack on the Enterprise Solutions PEP Library Web site at http://
Copying the latest Service Update pack and Platform Recovery Disk
to the server
1 Insert the Nortel Contact Center DVD into the DVD-ROM drive.
Note: If you plan to install from a network shared drive, map the DVD to a
drive letter on the server.
2 Navigate to the Supplementary SU folder on the DVD or the shared drive
and copy the Service Update (for example, CCMS_6.0_SU_92.msi) to the
root of the drive D.
Note: If you plan to install a SIP enabled Contact Center, you must copy
SUS0254 to the root of the server drive D:\ as well.
3 Create a directory called OldPrd in drive D:\.
4 Insert the Platform Recovery Disk you created previously into drive A.
5 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd.

Step 22. Get documentation for the XML

automated assignments feature
If you plan to upgrade the XML automated assignments feature, ensure that you
have the Contact Center Manager Administrator’s Guide on hand for
instructions on using this feature. You can also consult other associated
documentation and engineering/development support resources for the XML
automated assignments feature, which are provided only through the Nortel
Developer Program. For information about obtaining the XML Automated
Assignment toolkit, contact a member of the Developer Program through the
Contact Us link on their Web site at http://www.nortel.com/developer.


Section C: Upgrade the product

software
In this section
Overview 768
Step 23. Upgrade the Contact Center Manager Server software 769
Step 24. Configure Contact Center Manager Server (optional) 793
Step 26. Upgrade the Contact Center Manager Administration component 813
Step 27. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 829
Step 28. Upgrade CCT 5.0 to CCT 6.0 839

Overview
Follow the procedures in this section to install the following software on your
co-resident server:
License Manager
Communication Control Toolkit (only if you installed Contact Center
Manager Administration on the server)
Preinstallation checklist
Before you install the server software, ensure that you complete all the required
preinstallation steps. For more information, see Section A:“Prepare the server
for upgrade” on page 657.

Step 23. Upgrade the Contact Center Manager

Server software
Follow this procedure to upgrade the Contact Center Manager Server software.
Upgrading the Contact Center Manager Server software

If you have multiple Administrator accounts, note the administrator account
used here for future reference. You must always use the same
Administrator account to install or uninstall the Contact Center Manager
Administration software, Service Updates, Service Update Supplements, or
designer fixes and patches.
2 Browse to the drive that you mapped to the source location of the product
software.
OR
If you did not map your drive to the source location of the product software,
see Step 20. “Map a drive to the source location of the product software” on
page 761.
If more than one Welcome to Nortel Contact Center 6.0 window appears,
close out of both windows and browse to the mapped DVD drive again.
3 In the left pane, click the plus sign (+) next to drive that you mapped to the
source location of the product software.
4 In the right pane, click setup.exe.
Result: The File Download warning box appears.

5 Click Open.

License Manager

7 Click Install.
Result: The INSTALLATION ORDER dialog box appears. All of the
8 Click Start.

9 Click Remove.
Result: The Symposium Call Center Server software is removed and then,
the Contact Center Manager Server Welcome dialog box appears.

10 Click Next.
Result: The Service Update Information window appears, and then the
preinstallation checker starts. The Pre-Install Check dialog box appears.

You can ignore the warning about Sybase because this is an upgrade not a
new install.

12 Click OK.
Result: The CCMS Configuration dialog box appears.
13 To enter all configuration data after the installation, select the Enter
installation option, click Next, and then go to step 48.
OR
To enter all of the configuration data before you install the software, select
the Enter configuration data now to complete CCMS configuration
automatically option.

14 Click Next.
15 In the Customer Name box, type the name of the customer.

16 In the Company Name box, type the name of the company.

17 Click Next.
Result: The Switch Type dialog box appears.
You must select the same switch type on the new configuration that is
associated with the old configuration. For example, if you have a
co-resident 5.0 configuration with a CS 1000/Meridian 1 switch, you cannot
upgrade to a co-resident 6.0 configuration with a CS 2x00/DMS or SIP
switch.


Result: The License Manager Package Configuration dialog box appears.
Tip: You can find the license file in the D:\Nortel\lm\bin folder on the
20 If you have a Communication Server 1000/Meridian 1 switch, in the Serial
Number box, type the switch auxiliary ID.
21 In the Primary License Manager IP box, type the IP address for server on
If the License Manager resides on the Contact Center Manager Server,
then enter the IP address for the Contact Center Manager Server.
22 In the Primary License Manager Port box, confirm the port number. The
default port is 3998.
Tip: You can change the Primary License Manager IP address when the
23 In the Secondary License Manager IP box, type the Secondary License
Tip: You can change the Secondary License Manager IP address when the

24 In the Secondary License Manager Port box, confirm the port number
(corporate only). The default port is 3998.
Result: The Package Feature dialog box appears.
26 Check that the features listed match the product you purchased. If the
information is not correct, you selected the wrong package. Click OK, and
then select the correct package.
OR

27 Click Next
Result: The Local Area Network IP dialog box appears.
subnet.
29 If you use two network interface cards, select the ELAN Subnet option,
subnet.
30 Click Next.
31 If you selected CS 1000 (M1) as the switch type, proceed to “Option 1” on
page 780.
OR
If you selected CS 2x00 (DMS/SL100) as the switch type, proceed to
“Option 2” on page 782.

Option 1
If you selected CS 1000 (M1) as the switch type, the CS 1000 (M1) Switch
Information dialog box appears.
a. In the Switch Name box, type the name of the switch.

in length.
If you are unsure of the correct information, or if you make a mistake,
b. In the Switch IP Address box, type the IP address for the switch.
c. In the Switch Customer Number box, type the customer number for
the switch.
d. Click Next.
Result: The Voice Services dialog box appears.

e. If you do not use an integrated voice-processing system (Meridian Mail

or CallPilot) or if you use Meridian Mail, for Voice Connection Type,
select the Serial option.
OR
If you use CallPilot, for Voice Connection Type, select the TCP
option, and then in the Call Pilot Server IP box, type the ELAN subnet
IP address of the CallPilot server. In the Call Pilot Server Port box,
type 10008.
OR
Type, select the TCP option, and then in the Call Pilot Server IP and
Call Pilot Server Port boxes, type a dummy server IP address and
port number, respectively.
Although Contact Center Manager Server is installed on a server
continuously if you do not configure the COM2 port. For a Contact
Center Manager Server that does not require the ACCESS Link
connection to Meridian Mail, enter a dummy IP address and port
number in the Voice Connection tab.
f. Proceed to step 32.

Option 2
If you selected CS 2x00 (DMS/SL100) as the switch type, the CS 2x00
(DMS/SL100) Switch Information dialog box appears.
If you selected CS 1000 (M1) as the switch type, go back to “Option 1” on
page 780.

in length.
c. In the Network Node box, type the Network Node.
d. In the Service ID box, type the Service ID.
e. In the Application ID box, type the identifier for the application.
f. In the Service Version box, type the SCAI protocol that you plan to
g. In the Business Group box, type the name of the business group.

h. In the Linkset Name box, type the name for the Contact Center
i. In the Password box, type the password for the switch.
32 Click Next.
Result: The RSM IP Address dialog box appears.
33 In the RSM IP Address box, type the RSM IP Address to associate with
sending real-time statistical data.
The IP multicast addresses that you select for RSM sending and receiving
must be within the 224.0.1.0 and 239.255.255.255 range. The default is
230.0.0.1. Check with your network administrator for acceptable IP
multicast addresses for your specific network.
The RSM IP address must not be confused with your Nortel server subnet
or ELAN subnet addresses.

34 Click Next.
Result: If you chose the Standby Server optional package, the Database
Replication dialog box appears. If you did not select the Standby Server
optional package, go to step 40.
35 In the Replication Server Name box, type the name of the replication
server.
36 In the Replication Server IP Address box, type the IP address of the
replication server.
37 In the CCMS Listener Port Number box, type the port number.
38 Select a Warm standby type option.
39 Click Next.

40 If you selected Open Queue, the CCT Server dialog box appears, if you did
not select Open Queue, skip to step 43.
41 If you use a remote Communication Control Toolkit server, select the Use a
remote CCT server check box, and then in the CCT Host Name box, type
the host name for the CCT server.

43 Click Next.
Result: The Site Name dialog box appears.
44 In the Site Name box, type the same site name you used on the original
server.
45 Click Finish.
Result: The Information dialog box appears.

46 Click Continue.

47 Review the tabs, make any required changes, and then Click OK.
48 Click Begin.
49 If you did not enter your server requirements before the installation, go to
Step 24. “Configure Contact Center Manager Server (optional)” on page
793.
OR
If you entered the configuration information during the installation, continue
with step 50.
Result: If you receive the following error message during the installation,
click Retry and the installation will continue.
“Error 1500. Another installation is in progress. You must complete that
installation before continuing this one.”

The following dialog box appears.
The Server Configuration Utility dialog box appears.

The CCMS installation success dialog appears.
51 Click OK.
Result: The CCMS PRD dialog appears.
52 Click Cancel.

You can create the Platform Recovery Disk and backup the database after
you install the remaining of the components on the server (when you
complete the post-installation tasks).
Server (CCMS) dialog box appears.
53 Click Finish.

54 Click No. You can reboot the server after you install the remaining
components.
Result: The INSTALLATION ORDER dialog box appears.
55 Continue with Step 25. “Install the License Manager on the co-resident
OR
If you already installed the License Manager, proceed to Step 26. “Upgrade
the Contact Center Manager Administration component” on page 813.

Step 24. Configure Contact Center Manager

Server (optional)
Complete the procedure in this section if you chose to configure Contact Center
Manager Server after you install the software. This procedure is a continuation
from step 49 on page 788. If you chose to configure Contact Center Manager
Server, you can skip this step.
Configuring your CCMS setting after installation

1 Wait for the Customer Information dialog box to appear.
Result: The Customer Information dialog box appears.


4 Click Next.

switch.
Tip: You can find the license file in the D:\Nortel\lm\bin folder on the server.
The license file is called plservrc.
7 In the Serial Number box, type the serial number for the switch.


OR

14 Click Next
subnet.
subnet.
17 Click Next.
Result: If you selected CS 1000 (M1) as the switch type, proceed to
“Option 1” on page 798. If you selected CS 2x00 (DMS/SL100) as the
switch type, proceed to “Option 2” on page 799.

Option 1

in length.
the switch.
d. Proceed to step 18.

Option 2

in length.


18 Click Next.
Result: The Voice Services dialog box appears. If you have a
Communication Server 2x00/DMS switch, the Voice services dialog box
does not appear. Proceed to step 21 on page 801.
19 If you do not use an integrated voice-processing system (Meridian Mail or

CallPilot) or if you use Meridian Mail, for Voice Connection Type, select
the Serial option.
OR
If you use CallPilot, for Voice Connection Type, select the TCP option,
and then complete the following steps:
a. In the Call Pilot Server IP box, type the ELAN subnet IP address of the
CallPilot server.
b. In the Call Pilot Server Port box, type 10008.
OR
If your computer is not configured with COM2, for Voice Connection Type,
select the TCP option, and then complete the following steps:
a. In the Call Pilot Server IP box, type a dummy IP address
b. In the Call Pilot Server Port box, type a dummy port number.

Although Contact Center Manager Server is installed on a server without a

COM 2 serial port, the hard-coded dependency in the MAS Access Link
service can cause the Access Link Handler to restart continuously if you do
not configure the COM2 port. For a Contact Center Manager Server that
does not require the ACCESS Link connection to Meridian Mail, enter a
dummy IP address and port number in the Voice Connection tab.
20 Click Next.

22 Click Next.
server.
replication server.

27 Click Next.
server.
29 Click Finish.

30 Click Continue.
32 Click Yes.



Result: The CCMS installation success dialog box appears.
34 Click OK.
35 Click Cancel.

36 Click Finish.

components.
OR


co-resident server
This procedure is a continuation from Step 23. “Upgrade the Contact Center
Manager Server software” on page 769.

1 On the INSTALLATION ORDER window, click Restart.

2 Click Next.


4 Locate the license file, and then click Next.

5 Click Begin.

6 Click Finish.
7 Continue with the next procedure, Step 26. “Upgrade the Contact Center
Manager Administration component” on page 813.


Administration component
This procedure is a continuation from Step 25. “Install the License Manager on
the co-resident server” on page 809.
ATTENTION
Do not close any of the installation windows. You must
configure a few components before you continue with the
Contact Center Manager Administration installation.
If Windows Server 2003 is installed with Service Pack 1, you must turn on (data
execution prevention) DEP for essential Windows programs and services only.
For more information, see “Configure Data Execution Prevention” on page
2500.
Installing Crystal Enterprise 10 Embedded software

To work with the Report Creation Wizard component in Contact Center
Manager Administration, you must first manually install the Crystal Enterprise
10 Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so stops the Contact Center
Manager Administration installation.


Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu appears.
2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.


5 Click Next.




9 Click Next.
appears.

10 When the installation is finished, the Completed window appears.
11 Click Finish.
12 If an After Installation window appears, click Next.
Result: A Finish Admin Install windows appears. Click Finish.
Installing Crystal 10.0 Common Hotfix patch

Crystal Enterprise 10 Embedded software, and before you install Contact Center
As hot fixes for known issues with third-party software (for example, Crystal,
Sybase, and Windows) become available, Nortel provides these hot fixes in a
folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager
installation DVD.
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
Step 30. “Install required hot fixes for third-party software” on page 857.

Result: If this is the first time you insert the Contact Center Manager
2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.


Result: Windows appear informing you of the services that are being
stopped. After the installation is complete, a message box appears asking if
you want to view a readme file.
11 Click Yes.
12 Click Finish.
13 If an After Installation window appears, click Next.
Result: A Finish Admin Install windows appears. Click Finish.
ATTENTION
After you install the Crystal 10.0 Common Hot Fix and
install the Crystal Reports 10.0 Hot Fix found on the
DVD in the following location:
Supplementary SU\CCMA\Hot Fixes. For more
information, see Step 30. “Install required hot fixes for
third-party software” on page 857.
Upgrading Contact Center Manager Administration

This section describes how to upgrade from Release 4.5 SUS0601 v1 of
Symposium Web Client (only when installed on a Windows Server 2003
platform) to Release 6.0 of Contact Center Manager Administration on the same
server.
You cannot use the procedures in this chapter to migrate Symposium Web
Client from a Windows 2000 Server platform to a Windows Server 2003
platform. For details, see the Nortel Contact Center Manager Administration


If Symposium Web Client or Contact Center Manager Administration is

replicating ADAM with another server, you must stop the ADAM replication
service on each replicating server until the upgrade is complete.
Stopping replication on replicating servers

2 In the box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.
This command must be executed on all replicating servers.
Upgrading from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0 on the same server
server.

Before performing this procedure, you must ensure the following tasks have
been completed:
You must map your drive to the source location of the product software. If
you have not mapped your drive to the source location of the product
software, see Step 20. “Map a drive to the source location of the product
software” on page 761.
replicating ADAM with another server, the ADAM replication service
must be stopped on each replicating server until the upgrade is complete.
For details about stopping replication, see “Stopping replication on
replicating servers” on page 821.
Center Manager Administration software, Service Updates, Service Update
2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
Note: If you have not mapped your drive to the source location of the
product software, see Step 20. “Map a drive to the source location of the
product software” on page 761.

5 Click Open.
Result: The Contact Center Manager DVD installer main menu appears.
6 Select Contact Center Manager Administration from the components

list.

7 Click Install.
Result: The InstallShield Wizard checks that the required components
have been installed on the system. If the required components have been
installed, the Welcome to Contact Center Manager Administration Setup
Wizard window appears, immediately followed by the Upgrading the
Contact Center Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to

the upgrade taking place.

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
and then click Retry to continue with the upgrade. Occasionally, the
window notifies you that you must close the
Add or Remove Programs window. In this case, click Retry. If the
upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Contact Center Manager
Administration. If you attempt to upgrade to a previous version, a message
box appears, prompting you to end the upgrade process.
9 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom
password for the iceAdmin user account. This user has full administrative
privileges and is required for proper Contact Center Manager
Administration functionality.

Note: This window appears every time you install or upgrade Contact
Center Manager Administration. While you must type a password each
time, it does not have to be a new password; you can type the same
password each time.
Note:
If you forgot or lost the old password, then you must manually reset it
before you can continue installing Contact Center Manager
Administration. Without halting this upgrade installation, perform steps 1
to 7 in the procedure “Resetting the iceAdmin password” on page 2882,
and then return to this step to continue the upgrade process. Use the
password that you supply during the reset procedure as the Old
Password in this step.
After you finish installing Contact Center Manager Administration, you
can change this custom password. For details, see Step 41. “Change
account.
Notes:
It is not necessary to change your iceAdmin password to a new
password. If you want to keep the old password, type the same
password in the New Password box.

If you choose to change the iceAdmin password, any shares configured

for exporting historical reports using the iceAdmin password must be
reconfigured.
12 In the Confirm Password box, type the new password again.
13 Click OK.
registers the new password, and then the installation proceeds. It continues
with installing the Crystal Reports templates and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
Note: If you already have a version of Symposium Web Client installed and
are now performing an upgrade, the system modifies the identity
credentials of any scheduled tasks that you have saved in Contact Center
Management and Historical Reporting. If there are many tasks, this process
may take a few minutes. When the program finishes, the Installing
ServerSoapInstall window appears.
14 Click Finish.
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.
15 Click Yes.
Enabling replication after the upgrade is complete

If you disabled replication on any replicating servers during the upgrade,
perform the following procedure on each replicating server to reenable
replication:
2 In the box, type cmd.
3 Click OK.
5 To enable outbound replication, type
repadmin /options -DISABLE_OUTBOUND_REPL.

6 Press Enter.
Note: This command must be executed on all replicating servers.
8 To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, proceed to
Step 27. “Upgrade TAPI 3.0 to Communication Control Toolkit 6.0” on page
829.
OR
To upgrade the Communication Control Toolkit 5.0 server to the
Communication Control Toolkit 6.0 server, proceed to Step 28. “Upgrade
CCT 5.0 to CCT 6.0” on page 839.

Step 27. Upgrade TAPI 3.0 to Communication

Control Toolkit 6.0
This step is required only if TAPI 3.0 is installed on the co-resident server. If the
Communication Control Toolkit 5.0 is installed on the co-resident server, see
Step 28. “Upgrade CCT 5.0 to CCT 6.0” on page 839. If you neither TAPI 3.0
nor the Communication Control Toolkit 5.0 is installed on the co-resident
server, see Step 29. “Install the Server Utility” on page 849.
Upgrade the Communication Control Toolkit in a Contact Center installation.
ATTENTION
tcmsetup /c /d.

Upgrading the Communication Control Toolkit software

drive.
3 Select Version Update.

4 Click Install.
Result: The installation begins.
5 Click Next.



software.






If you chose Yes to installing IVR-CTI, the following dialog box appears.

If you chose No to installing IVR-CTI, the following dialog box appears.
12 Click Finish.





Services.
19 Click Services.
automatic:
Nortel MPS Service

Nortel RSH Daemon

What is next?
Proceed to Step 29. “Install the Server Utility” on page 849.

Step 28. Upgrade CCT 5.0 to CCT 6.0
This step is required only if the Communication Control Toolkit 5.0 is installed
on the co-resident server. If TAPI 3.0 is installed on the co-resident server, see
Step 27. “Upgrade TAPI 3.0 to Communication Control Toolkit 6.0” on page
829. If you neither TAPI 3.0 nor the Communication Control Toolkit 5.0 is
installed on the co-resident server, see Step 29. “Install the Server Utility” on
page 849.
Before you install any software, you must:

ensure that the Microsoft Management Console snap-in is closed
ensure that the Performance Monitor snap-in is closed
ensure that the Hyperterminal is closed
ensure that the Performance Monitor service is stopped
ensure that the RAS service is disabled
ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.

The software automatically detects an existing version of the

Communication Control Toolkit 5.0 and presents the opportunity to upgrade
to a newer version of the Communication Control Toolkit. Nortel
recommends that you install Contact Center Manager Server 6.0.
Result: The Upgrade message box appears.
5 Click Yes to confirm that you want to upgrade to the current version of
Nortel recommends that you choose Yes to the NCCT 6.0 installation
script. The Installation script performs the following actions:
The following services are stopped:
ACDPROXY
MSSQ$NNCCTDB
NCCT TAPI Connector Service
NCCT Server

Telephony
6 Click Next.



software.







13 Click Finish.

15 If you chose not to install CTI-IVR, proceed to Step 29. “Install the Server




Services.
20 Click Services.
automatic:
Nortel MPS Service

Nortel RSH Daemon

22 Proceed to “Step 29. “Install the Server Utility” on page 849.”

This procedure is a continuation from Step 27. “Upgrade TAPI 3.0 to

Communication Control Toolkit 6.0” on page 829 or Step 28. “Upgrade CCT
5.0 to CCT 6.0” on page 839.


2 Click Next.


5 Click Next.
6 Verify the destination folder, and then click Next.is correct:


7 Click Install.

window appears.

9 Click Finish.
10 Click Finish.


Section D: Postupgrade tasks
In this section
Step 31. Install required CCMS Service Updates 858
Step 32. Download and apply the latest CCMA Service Updates 862
Step 35. Configure License Manager Service 885
Step 36. Configure logon warning message (optional) 889
Step 40. Configure new ADD 6.0 parameters on the server (optional) 936
Step 42. Upgrade the XML Automated Assignments feature (optional) 943
Step 46. Refresh your servers 951
Step 51. Install the latest CCT 6.0 updates 967

Step 54. Configure TAPI for CCT 6.0 with a CS 2X00/DMS switch 1009
Step 55. Confirm that the CCT services started 1033
Step 58. Import resources 1050
Step 61. Enable Open Queue (optional) 1078
Step 63. Delete any unused CCMS from CCMA (optional) 1089
Step 64. Restore a more recent backup of the database (optional) 1090
Step 66. Disable all time synchronization features of the operating system1109


Crystal, and Windows) become available, Nortel provides them in a folder
located on the Contact Center Manager installation DVD.

2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
to check for any hot fixes that are issued since the release of the installation
DVD. Hotfixes issued since the release of the installation DVD are located
on www.nortel.com/espl in the folder for the service update (SU) or service
update supplement (SUS) that you are installing.
5 To register for the ESPL Web site, follow the instructions listed at

Step 31. Install required CCMS Service

Updates
Before you begin

plan to install.

already installed.
2 Ensure that you close all applications.
3 To download the patch, navigate to the PEP Library Web sites located at
www.nortel.com/espl and download the patch you require.
OR
5 Double-click the <SU_D>.msi or <SUS_ID> file associated with the patch.

6 If you receive a prompt to view the Readme file, click Yes. Review the
readme file and then continue with the installation of the SU.
7 Click Yes.

8 Click Next.
9 Click Install.
dialog box appears.

10 Click Finish.
11 Click Yes.

It is available from the Nortel Web site (www.nortel.com/espl) or you can obtain
it from your Nortel customer support representative.
plan to install. Follow the instructions in the Readme file to install this patch.


Service Updates
Update and Service Update Supplements for Contact Center Manager Server
from www.nortel.com/espl.

CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure
technician.
The numbers of the Service Updates, Service Update Supplements, and

Designer Patches shown in the previous list are examples only.


Supplements
Designer Patches (DP) address critical issues for specific customers. A DP is

usually posted to a secure location, and installed on the recommendation of a
Nortel support technician.

ATTENTION
Administrator account with which you log on to the server.
If you have multiple Administrator accounts, ensure that
you always use the same account to install or uninstall
Service Updates, Service Update Supplements, and
Designer Patches on the server. If you install an update
with one account, and then try to install the next update or
uninstall the current patch while logged on as a different
account, the installation or uninstall fails.

Before you install the Service Update or Service Update Supplement, Nortel
Nortel Contact Center > Manager Administration > Patch Viewer. You cannot
install a patch that is older than an update that is already installed. Likewise, you
cannot install a Service Update Supplement unless the applicable Service
Update is installed.

WinZip).

2 In Windows Explorer, open the Contact Center Manager installation DVD
and browse to the Supplementary SU folder. Nortel also recommends that
you go to the Web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that are issued since the release of the
DVD.


CCMA_6.0_SU_02.msi.
Note:
you install, such as a list of dependent patches, any pre- or
postinstallation tasks that you need to perform, or the need to stop any
services manually. Nortel recommends that you read the file before
installing the patch.
If you attempt to install an older version of a Service Update or Service
Update Supplement than that which is currently installed on the server,
the installation is halted, and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
you must manually uninstall the newer patch, and then run the
installation for the older patch again.

8 Click Next.
Note:
If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
the patches, the installation of the new patch proceeds. See step 9.
The Files in Use window appears if files are open that the installation
program needs to update. You must close the files shown in the
window, and then click Retry to continue with the upgrade.

9 Click Install.
installation.
Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
window appears.
10 Click Finish.
restart the server.


Creation Wizard
function.

Manager.
left pane.



6 Click the Create button to create an application


appears.
computer).




servers running Windows Server 2003 after you install Contact Center Manager
Administration. This procedure replaces the anonymous user account in IIS
[IUSR_ComputerName] with a custom user account that is created during
The two main parts to this procedure are described in this section:

Adding the IUSR_SWC account as the anonymous user account for

IIS


4 In the right pane, right-click IUSR_SWC, and then select Set Password
from the menu.

5 Click Proceed.
Result: The Set Password for IUSR_SWC dialog box appears.
6 In the New password box, type the new password for this account. Note
the password that you type because you require it again in Step 21.
7 In the Confirm password box, retype the new password.
8 Click OK.
Result: A dialog box appears confirming that the password was set.
9 Click OK.
Manager.

computer).

Result: The Default Web Site Properties dialog box appears.


Result: The Directory Security page appears.


Result: The Authentication Methods dialog box appears.
16 Click Browse.
Result: The Select User dialog box appears.

17 Click Advanced.
Result: The Select User dialog box expands.

18 Click Find Now.


click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed at the lower portion of the window.
20 Click OK.
Result: The Authentication Methods dialog box reappears, with the

22 Click OK.
Result: The Confirm Password dialog box appears.
window reappears.
26 To complete the procedure, run iisreset. Click Start > Run.
27 In the Open box, type iisreset.
28 Click OK.

Step 35. Configure License Manager Service
The License Manager Service Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that
is installed on Contact Center Manager Server. It also provides an option to log
the debug trace for the License Manager Service events.
On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.
For a co-resident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields are read-
only. It is assumed that for a co-resident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.
Configuring the License Manager Service

Click on the Cancel button to cancel any changes made during this procedure.
2 In the left pane, navigate to the LM Service Configuration folder by

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.
5 Enter the Primary LM Server's IP address/port number information.

Note: For a co-resident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
No logging: No events are logged to LMService.log. However, if errors
event is written to the LMService.log.

Errors only: Only errors and warning events are logged to the
LMService.log file.
LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed message box appears.
10 Click OK
Result: A message box appears, prompting you to restart the License
Manager Service.
11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.

Step 36. Configure logon warning message

(optional)
You can customize a warning message that appears when users attempt to log on
to the Contact Center Manager Administration server. By default, this feature is
turned on in the Contact Center Manager Administration software; however, a
message is not visible unless you configure your message title and text in the
Local Security Policy tool of Windows Server 2003.
in warning message.


Complete the following procedures to configure your warning message.





7 Click Apply.

8 Click OK.

12 Click Apply.
13 Click OK.



message that appears is shown in the box as read-only.
5 Click OK.
ATTENTION

For the Contact Center Manager Administration Real-Time Reporting

component to function properly, you must configure two different IP multicast
addresses:



After you configure the multicast addresses, you can choose the method by
which you want to receive real-time data on the client PCs: multicast, unicast, or
a combination of both multicast and unicast. Then, when a user launches the
Real-Time Displays, and while the system is retrieving data, an icon appears on
the display, identifying whether the Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients.

The unicast communication option applies only between the Contact Center
Manager Administration server and the client PCs. Because the Contact Center
Manager Administration server receives all the raw data from each server in
Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.






in the network
between the Contact Center Manager Administration server and each
server in Contact Center Manager Server is multicast-enabled

If you are configuring a replicating server, you must ensure that the Real-Time





Center Manager Server. However, it must be different from the IP Send

multicast data).


Example
server Output Rate is 7 seconds, then the data on the client PC cannot
refresh faster than every 7 seconds, regardless of the refresh rate that
the user chose in Real-Time Reporting.

skillsets. In this case, it is not be possible to return a

mode that is required for the site. Choose one of the following:
Unicast only if you do not want any multicast traffic on your network,
Result: If you select either Unicast or Multicast and Unicast, the Maximum
Unicast Sessions area appears at the lower section of the window.


client sessions and, as a result, the network bandwidth usage. Since each
open display adds CPU load on the Contact Center Manager
11 Click OK.
ATTENTION

The Emergency Help component only functions if you are using the multicast
to the client PC.



Time Reporting and Agent Desktop Display data to client PCs.
7 Click OK.
ATTENTION



1. Creating a shared folder for exporting scheduled reports.
2. Configuring a shared network folder for synchronizing reports.
computer.

scheduled reports.


organization.
these steps:
Create a folder on the Contact Center Manager Administration server
that stores the exported scheduled report file from scheduled reports.
steps:
Everyone.
For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report is sent. The path must have the
format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, type
\\appsrvr\reports\agent in the Output box.

Option 2: To create a shared folder on a client PC for exporting

Scheduled Report
Contact Center Manager Account (using Steps required to export
Administration Server iceAdmin Password scheduled report to
Configuration Change Utility) client PC

PC with the same
domain server.

Scheduled Report

destination PC.
and Groups > Users.
folder



This option cannot work when the client PC is outside the domain of the Contact
Center Manager Administration server. In this scenario, you must add the client
PC to the network domain of the Contact Center Manager Administration server.
is reports, and the report name is agent, type \\clientpc\reports\agent in the
Output box.


stored to see if any changes are made to it. If the original report changed, the
system synchronizes these changes with the imported report before running it.
This process is automatic and invisible to the user.
If you made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.
that you made to all original reports stored in shared folders on a client PC with
the copies stored on the Contact Center Manager Administration server.
However, because this can be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either as needed or scheduled).
to the security policy for your organization.
ATTENTION
network location.


imported reports
Contact Center Manager Administration server is part of a workgroup If
workgroup)” on page 912.
domain If your server is part of a network domain, then the client PC must
also be a member of the same network domain. Additionally, the directory
security account of the server default Web site must be set to the network
domain account. For details, see “Setting the directory security account of
the server default Web site to the network domain account” on page 921.
After you set the directory security account of the server default Web site to
the network domain account, you can proceed to “Creating a shared
network folder (Contact Center Manager Administration server member of
network domain)” on page 921.

or


on page 916.
Choose the option that best suits your company security policy.
templates.




8 In the lower section of the window, beside Read, select the check box in
the Allow column. Do not select any other check boxes in this window.
9 Click Apply.
10 Click OK.
window.

and then click OK.

If you choose this option, you must keep in mind that you must maintain two
additional accounts on the client PC. There are also possible security issues
involved since the Contact Center Manager Administration server uses these
accounts to run the Web site.


templates.
from the menu.

11 Click Create.


14 Grant read permissions to both these accounts. On the client PC, open
Windows Explorer.




available).
21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, select the check box beside Read in the Allow
column.
27 Click Apply.
account.
window.

network domain account using this procedure, proceed to“Option 1: Sharing the

6 Click Add.
or
8 Click OK
resolution.

computer).
from the menu.



15 Click Browse.
16 Click Advanced.

17 Click Locations.
19 Click Find Now.
then click OK.
21 Click OK.
empty.
23 Click OK.
28 Type iisreset.
29 Click OK.
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

or
the procedure“Setting the directory security account of the server default Web
procedure.
templates.





8 In the lower portion of the window, beside Read, select the check box in the
Allow column. Do not select any other check boxes in this window.
9 Click Apply.
10 Click OK.
window.


and then click OK.
procedure“Setting the directory security account of the server default Web site





available).
9 Click Add.

10 Click Advanced.
11 Click Find Now.
13 Click OK.
14 Select the account at the top of the Permissions window, and then, at the
column.
15 Click OK.
window.

Step 40. Configure new ADD 6.0 parameters

on the server (optional)
Agent Desktop Display 6.0 contains new features that you have the option of
configuring on the Contact Center Manager Administration server.
These new features are:

The ability to require agent phoneset login for Agent Desktop Display to
function
The ability to disable automatic Agent Desktop Display Client upgrade.
All of your previous Agent Desktop Display configuration settings are carried
over during the data migration process.
If you want to configure these new features, use the following procedure.

Configuring new Agent Desktop Display 6.0 parameters in the

application server
Display, do not select the check box next to Agents phoneset login
required for ADD.

3 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
available.
4 Click Save.


password (optional)
account password, proceed directly to Step 42. “Upgrade the XML Automated
Assignments feature (optional)” on page 943.
If you forgot or misplaced the iceAdmin password, you must reset it. For details,
see Step 30. “Install required hot fixes for third-party software” on page 857.
ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration installation, the setup wizard prompts you
to specify the password for this user. You can change this
password after the installation by performing the
following procedure, but you cannot delete the iceAdmin
user account in Windows.If you delete this user account,
then you cannot log on to Contact Center Manager
Administration either as webadmin or as any other user.





account.
8 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. If you want to export scheduled reports to a
domain account, perform the following steps. If you do not want to export
scheduled reports to a domain account, or if the domain account button is
disabled, proceed to step 9.


account password.
password is incorrect, the system cannot proceed.
account password.
f. Click OK.
9 Click OK.

Step 42. Upgrade the XML Automated

Assignments feature (optional)
If you installed the XML Automated Assignments feature, you must upgrade it
by uninstalling the existing version of the software and reinstalling the new
version.
To uninstall this feature from the server, use the Windows Add or Remove
Programs utility. To install the feature, see the following procedure.
You can also consult associated documentation and engineering/development

support resources for the XML Automated Assignments feature, which are
provided only through the Nortel Developer Program.

contact a member of the Developer Program through the Contact Us link at
www.nortel.com/developer. General information about the Developer Program,
including an online membership application, is also available on this site.

folder of the DVD.

5 Click Next
6 Type your username and the name of your organization, and then click
Next.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files
that it cannot parse due to error, or accept the default folders shown. Then
click Next.


(optional)
To run the Outbound Campaign Management Tool component, you must install
the .NET Framework version 1.1 and .NET service pack 1 on the Contact Center
Manager Administration server. If you do not use Outbound Campaign
Management Tool component, proceed to Step 44. “Ensure computer name of
CCMA server is correct on client PCs” on page 948.
that are administered by Contact Center Manager Administration. For
information about installing the Contact Center Multimedia server, see the
Nortel Contact Center Multimedia Installation and Maintenance Guide. For
details to add the Contact Center Multimedia server to the list of servers
administered by Contact Center Manager Administration using the
Configuration component, see the Nortel Contact Center Manager
Administrator’s Guide.
Checking if .NET Framework version 1.1 is already installed on the

server
1 On the server, click Start > Control Panel > Add or Remove Programs.
2 In the list of applications, scroll down the list looking for Microsoft .NET
Framework 1.1.
3 If you see Microsoft .NET Framework 1.1 in the list of applications, then
Microsoft .NET Framework 1.1 is already installed on your server, If you do
not see Microsoft .NET Framework 1.1 in the list of applications, then
proceed to “Installing the .NET Framework version 1.1 with Service Pack 1”
on page 947.

Installing the .NET Framework version 1.1 with Service Pack 1

1 Copy the files dotnetfx.exe and the contents of the Service Pack 1 folder
from the Multimedia/Microsoft.NET Framework 1.1 Redistributables folder
on the DVD to the client machines.
Pack 1.

Step 44. Ensure computer name of CCMA

server is correct on client PCs
When you migrate to a new server, you must ensure that the computer name of
the Contact Center Manager Administration server is correct on each client PC.


Server Utility
If you installed or upgraded Contact Center Manager Server, you must accept
the licence agreement on the Server Utility on the Contact Center Manager
Server before you can log on to the Contact Center Manager Administration
server.

appears.

3 Click OK.

5 Click Accept.


Step 46. Refresh your servers
ATTENTION
You must complete this step. If you do not manually
refresh all Contact Center Manager Servers after upgrading
to Contact Center Manager Administration 6.0, your
Contact Center Manager Administration cannot function
correctly.
If one of the following situations occurs, use the Refresh All Servers function to
refresh all servers at the same time:
You upgraded from Symposium Web Client 4.5 SUS0601 v1 or later, or
upgraded from a previous version of Contact Center Manager
Administration.
The Contact Center Manager Administration Server is changed to connect
to a standby Contact Center Manager Server.
You upgraded the Symposium Call Center Server or Contact Center
Manager Server.
You installed or uninstalled a Service Update (SU) on the Contact Center
Manager Server.
A new license file is issued and accepted by Contact Center Manager
Server, or you connect to a different License Manager Server (that is, a new
or standby License Manager server).
If you changed the password of sysadmin in the Server Utility, you must change
the password on that server.

Refreshing all servers
ATTENTION
Only the default administrator, webadmin, can add, edit,
delete and refresh servers in Contact Center Manager
Server. When you refresh a server, you refresh Contact
Center Manager Server data associated with that server in
ADAM, such as release number, feature list, and
networking information.

b. In the Address box, type the server name. For example, http://<Contact
Favorites.
c. Press Enter.
Result:
If you did not configure the Contact Center Manager Administration
server name as a Trusted Site, see the Nortel Contact Center Manager


the PC, the Contact Center Manager Server main logon window
appears.
d. Enter your webadmin user ID and password in the boxes.

e. Click Login.
appears

4 Click Yes.
5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that are successfully refreshed and the servers that did not refresh.
An entry specifying the servers that are successfully refreshed also appear
in the Audit Trail.

You must install Contact Center Manager Administration to activate the master
scripts. For more information about activating scripts, see the Contact Center
the changes you make when you activate the script again. The master script is
never inactive, but it must be re-activated after changes in the configuration
occur.

activate.
3 Click Script Manager. The Script Manager window appears, listing all
scripts on the server.
5 Click File > Activate. A message box appears, asking you to confirm your
choice.
6 Click OK. The system activates the script. The script status changes to


server


information.

available.
Contact Center What’s New Guide
Contact Center Manager NCC Administrator’s Guide


<INSTALLDIR>\Apps\documentation\guides
Where <INSTALLDIR> is the Contact Center Manager Administration
install directory. The default install directory is C:\Program Files\Nortel
Networks\WClient.
Do not change the filenames of the user guides when you copy the guides
into the folder on the application server.


during the restart.


(optional)

Server, see the MPS with CCTIVR Configuration and Interfaces Guide
NN44100-503.
on to MPS Manager.

option.


Package.
CCTIVR Base Package provides basic ANI and DNIS to the MPS IVR ports
Integration option.
TAPI Integration gives MPS the ability to attach call data to calls that are
6 Click Start.



OR
Click Skip.
b. Select the switch type to which you are connecting.
c. Complete the information in the window for the switch you are using.

server
the TAPI server.



click Add.

7 Click Advanced.
13 Click Save.
16 Click Next.


and click Modify.

c. Click Add.

the table.
9 Click Add.
11 Click Save.

Step 51. Install the latest CCT 6.0 updates
You must install required Communication Control Toolkit updates before you
configure your server.
Installing the latest Communication Control Toolkit updates

Note: All Communication Control Toolkit and TAPI-related updates are
(http://www.nortel.com/espl). The IPML updates are supplied using the self-
service IPML mechanism. For more information, contact your distributor.

3 Click Next.
Result: The InstallShield is ready to install the update.
4 Click Install.

appears.
5 Click Finish.


computer
your server.
Downloading and installing the latest CCTIVR patch

If you are using CCTIVR, download and install the latest MPS patch bundle
from www.nortel.com/espl. A bulletin is available with current information
about the patch bundle release.

Verifying the CCTIVR updates on your computer

Verify the version of the CCTIVR release.


installation
You can verify whether the database initialized successfully by checking the
contents of the Communication Control Toolkit.log file.

1 In Windows Explorer, navigate to the following folder: C:\Program
Files\Nortel\CCT\SQL\.
Note: If you installed updates in Step 51. “Install the latest CCT 6.0
updates” on page 967, check the log files created during the installation of
the updates in addition to the log file created during the installation of the
database. The oldest of the log files represents the database installation.

3 Verify whether the database is successfully created.

Example: The create database log file.
Note: If your database files exist, then Communication Control Toolkit

attaches these data files and the service updates to the database as
necessary. Otherwise, the Communication Control Toolkit installation
creates a new database. Therefore, this output file can state that it is
creating the database or attaching the files.
4 If errors exist in the CCT6_DBInstall_<date>.txt file, search the
CCT6.0Install.log in the default drive. The creation of the NCCT database
is called from within the NCCT installation. The following is an extract from
the CCT6 installation containing the NCCT ConfigureDatabase action and
log. Search at this location for errors.

Example:
MSI (s) (7C:04) [10:47:28:640]: Doing action: ConfigureDatabase
Action 10:47:28: ConfigureDatabase. NCCT Database Installation
Action start 10:47:28: ConfigureDatabase.
ConfigureDatabase: NCCT Database Installation
Action ended 10:47:28: ConfigureDatabase. Return value 1.
5 If you see error messages in this file, you must reinstall your server.


CS 1000/M1 switch
If you have a CS 2X00/DMS switch, proceed to Step 54. “Configure TAPI for
CCT 6.0 with a CS 2X00/DMS switch” on page 1009.

ATTENTION
It is necessary to configure the TAPI Service Provider to enable Communication

Control Toolkit voice functionality when using a CS 1000/Meridian 1 PBX.
application.



Toolkit server
Toolkit server:
click Properties.
d. Click OK.
service.


Services.
click Start.


to the switch.





then click OK.
appears.
Start.
Enter.


Enter.



4 Click Convert Text file to display the open window.


6 Click Open.
7 Click Start.
ATTENTION


Provider
Log Styles
Compliance

provider.

Services.



(optional).
conferenced.
troubleshooting.



Link.


Server.
ATTENTION
8888.
in this field.

CAUTION
Risk of malfunction
.

required.
14 Click Apply.




6 Click OK.

Modifying a TN
Features section.
7 Click OK.

Add a DN
Adding a new DN
3 Click TN Table.

5 Click Add DN.


9 Click OK.
11 Click Add DN.
13 In the DN Type box, choose SCR.

Modifying the DNs

or DNs.
4 Click Properties.

7 Type the Key #.
9 Click OK.
Adding a CDN

3 Click Control DN.


5 Click OK.



using.
overlay 21.
connect.


the network.
7 Click OK.
page.

3 Click Add.
8 Click OK.

9 Click OK.


3 Click Add.
consecutive number.
5 Click OK.
7 Click OK.

number 213346.1.


information.



click Start.














client.
Tip: To remove a user, select the user name from the list of assigned users
in the Edit User dialog box, click Remove, and then click OK to save the
change.
Release 3.0.

TAPI Client on the Communication Control Toolkit server—Running a TAPI
client application (e.g. TAPI Browser, Phone.exe, Symposium Agent, the
SWCP client etc.) on a Communication Control Toolkit server is not permitted.
Such an application could interfere with the control of voice resources (TNs,
DNs).

client application in parallel to a Communication Control Toolkit client on the
same client is permitted. Use this configuration to monitor and control the same
voice resources from both clients in parallel.

“telephony device” refers to one of the following:




CS 2X00/DMS switch
If you are working with a CS 1000/Meridian 1 switch a SIP-enabled Contact

Center, do not complete this step. Instead, proceed to “Step 55. Confirm that the
CCT services started” on page 1033.

ATTENTION




Toolkit server
Toolkit server:
click Properties.
d. Click OK.
service.

Services.


click Start.





CompuCall link.

lines.

each customer.


Configuration tab.

b. If you configured more than one switch, the Available Protocols dialog
box appears. Select the correct protocol and click OK.


characters).
h. Click Save.


Configuration tab.
customers.



telephone company.
telephone company.
telephone company.
company.
telephone company.



c. Click OK.
switch.
e. Click OK.


the devices.
Configuration tab.

2 Click Devices.
3 Click Add Line.


7 Click OK.

Add Address.
12 Click OK.
procedure.




Note: If you configure more than one switch, the Available Protocols dialog
box appears. Select the appropriate protocol for this configuration, and then
click OK. If you are configuring the switch for the ICM TAPI, select the ICM
protocol.
configuration.


11 Click OK.
Configuration dialog box.
12 Click OK to close the Configuration information dialog box.


click Start.
















Note: To remove a user, select the user name from the list of assigned
the change.
Release 3.0.

Such an application could interfere with the control of voice resources.






Step 55. Confirm that the CCT services started
The following list of services starts automatically when you install

Communication Control Toolkit starts the following services:

Communication Control Toolkit also starts the following services if the TAPI
ACDPROXY
NCCT TAPI Connector
Telephony
Communication Control Toolkit starts the following services if IPML is used:

Nortel MPS Manager
Nortel RSH Daemon
Nortel License Manager



started:
MSSQL$NNCCTDB
NCCT Server
Service Provider:
ACDPROXY
NCCT TAPI Connector

Telephony
Additional Communication Control Toolkit 6.0 services running with IPML
Service Provider:
ACDPROXY
Nortel MPS Manager
Telephony


for CCT
Use the License Manager Service Configuration Setup utility to set up the
is installed on Contact Center Manager Server. An option is also available to log

When Communication Control Toolkit 6.0 is co-resident with Contact
Center Manager Server or Contact Center Manager Administration, the
Communication Control Toolkit Admin Snap-in cannot be used to
configure the Primary License Manager or the Secondary License
Manager. These inputs are disabled under these conditions.
If you installed a direct-connect, an MPS environment, or a stand-alone
MPS environment, you must configure the License manager on the
Communication Control Toolkit server. Otherwise, configure the License
manager at the Contact Center Management server. For a Knowledge
Worker installation, you must only use licenses that are keyed against the
Communication Control Toolkit server MAC addresses. Do not use the
switch ID.
After it is configured, the License Manager consumes licenses as required. For

example, if the user increases the number of agents on the server, the License
Manager automatically consumes licenses for these agents as they log on to the
Communication Control Toolkit server, up to the point where no more licenses
are available. The licenses are also released after the agent logs off of the

Configuring the License Manager service

Click Cancel to undo changes you make during this procedure.
NCCT 6.0 Console.

2 On the NCCT Admin tree, click CCT Server.

Result: The CCT Server is displayed in the right pane of the console.




Result: The Licensing page appears.
5 Enter the IP address and port number for the Primary License Manager
server.
6 Enter the IP address and port number for the Secondary License Manager
server.
Note:
This step is optional and applies only if a secondary License Manager is
available.

If you are installing the Communication Control Toolkit co-resident with

Contact Center Manager Administration Server, the Secondary License
Manager Server Information (IP address/port number) fields are read-
only.
7 Select a License Type: Nodal or Corporate.
Note: The Secondary License Manager cannot be configured when the
License Type is Nodal.
8 Choose a location for the License Manager log file, and click Browse.
9 Select a location for the log file, and click Open.

Result: The file path appears in the Log File box.
or warning are received during LMService operation, the event is written
to the LMService.log
LMService.log file.
Debug: All events, including informational messages, are logged to the
LMService.log file.

megabytes.
12 Click OK.
Result: The License Manager is configured.


functions:
view system logs

If the IP address of your License Manager server changed, complete these steps;
otherwise, proceed to “Configure the Contact Management Framework for
Communication Control Toolkit server” on page 1045.
You can configure the licensing for Communication Control Toolkit server
using the Licensing Properties page in the Communication Control Toolkit
console.






read-only.
license.
LMService.log file.
LMService.log file.
megabytes.
9 Click OK.




select CCT Server.



the following:


Maintenance.
Services.

following:

appears.
c. Click OK.
appears.
e. Click OK.
Manager Server.

Step 58. Import resources
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.
Import Windows users

do not want to import Windows users, skip this step and continue on to “Import
workstations from the local domain” on page 1052.
Note the following:

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


NCCT Server
Services.
Restart.
NCCT 6.0 Console.


9 Select the users from the current server to import.

Tip: To select multiple users, hold down the CRTL key while selecting each
user.
10 Click Add.
11 Click OK.
Toolkit database.

Workstations tool. To import domain users, you must log on to that domain.


If you do not want to import local domain workstations, proceed to Step

59. “Map resources” on page 1055.

NCCT Server
Services.
Restart.
NCCT 6.0 Console.


Result: The Import Work Stations Properties dialog box appears.

Tip: To select multiple workstations, press the CTRL key and select the
workstations.
list.
10 Click Add.
list.
11 Click OK.

After you create your resources, you must map the resources. Mapping

Before you map a configured Contact Center user to any other resource, you
must first make sure that the other resource exists and that it is configured
correctly.
NCCT 6.0 Console.





Tip: To select more than one user or user group, press CTRL, and then
click users.

and User Groups.
Groups.

8 Click OK.


that the other resource exists and that it is configured correctly.


Result: The User Properties dialog box appears.


Result: The User Group Maps dialog box appears.
list.
6 Click OK.





7 Click OK.


resource exists and that it is configured correctly.

Terminals list.
6 Click OK.


the other resource exists and that it is configured correctly.

WorkStations list.
list.
6 Click OK.


installation
You must follow these steps to verify the success of the installation:
1. Create a new Windows user.
2. Create a Windows user in the NCCT Console.
3. Import resources from the external sources to the NCCT Console.
4. Map the resources in NCCT Console.
5. Start the Reference Client application.


2 Click Manage.


Result: The New User Properties dialog box appears.

8 Click Create.

Administration Tool

4 In the User Login Name box, type the hostname/user ID for the user you
1069.
9 Click Add.
12 Click OK.
13 Continue with “Mapping voice and multimedia resources” on page 1072.

Mapping voice and multimedia resources

resources required for the contact center.
following:
Administration tool with the contact center user you just configured,
them.
Verifying the Contact Management Framework configuration

The cmfconfig.log file contains information on parameters with which the


Start the Reference Client

To use Reference Client, you must ensure that the Microsoft .NET Framework
1.1 is installed on the computer. Microsoft .NET Framework 1.1 is installed on
computers with Windows 2000, Windows 2003 and Windows XP. If you use
Windows Vista, you must download and install the .NET Framework
Redistributible 1.1 file dotnetfx.exe from Microsoft at www.microsoft.com.
3 Click OK.
Result: The NCCT Reference Client dialog box appears.



8 Click OK.

11 Click Originate.

12 Click Answer.
Check your lines in the TAPI Browser

Tip: You cannot use TAPI lines to control Communication Control Toolkit
a. Select a line.
b. Click Call+.
c. Select the call.
f. Select OWNER.

g. Click OK.
information, refer to the TAPI Network Managers’ Guide.

Step 61. Enable Open Queue (optional)

available after configuration is complete. In this scenario it is not possible to
assign contact types to agents. An agent receives only voice contact types. The
services associated with Open Queue are configured and running but have no
effect.
ATTENTION

Contact Center
1 The License Manager must be licensed to provide Open Queue session
licenses. See Appendix D for a description of the keycode.
2 The License Manager must be licensed to provide agent licenses for the
required contact types. See Appendix D for a description of the keycode.




4 Click OK.
5 Click Yes.
Result: The server is configured, and the following window appears.

6 Click OK.


server on which you want to create the skillset. The server expands to
reveal its resources.


Note: You can type a name that includes a maximum of 30 characters, no
6 In the Default Activity Code box, type the activity code that is registered
already.
7 In the Threshold Class box, type the name of the threshold class
8 For network skillsets only, in the Call Source Preference box, select how
9 In the Call Age Preference box, select how you want to configure the order
of calls in the queue. If you want priority to be given to the oldest call in the

system, select Oldest. If you want priority to be given to the first call in the
queue, select First in queue.
11—999.
14 For networking skillsets only, click the Include Local Node check box if
skillset.

Editing agent properties

Supervisors.
supervisor/agent profile.


supervisor.

Agents who handle Multimedia contacts must have Multimedia configured in

properties.

5 Click Skillsets.
6 Click List All.

Guide.
Writing the scripts to provide contact type specific handling

Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Contact
Center Manager Scripting Guide for Communication Server 2x00/DMS.

a domain. To perform this step, you need domain administrator privileges, or
access.
If your co-resident server

includes add the server to a domain after
Contact Center Manager Server installing Contact Center Manager

and Contact Center Manager Administration
Administration
Contact Center Manager Server, installing Communication Control

Contact Center Manager Toolkit
Administration, and
ATTENTION

After you complete installing Contact Center Manager Server, you can add your
server as a member of an existing domain (stand-alone only).
Adding Contact Center Manager Server to your domain

1 To add the server as a member of an existing domain, right-click My
Computer, and then select Properties.
2 In the System Properties window, click the Computer Name tab.
4 In the Computer Name Changes window, you can change the computer's
name and its domain or workgroup affiliation.

a. To add the server to an existing domain, click the Domain option.

b. Type the domain name (you must provide the Fully Qualified Domain
Name of the domain, which includes the prefix and suffix).
c. Click OK.
Result: When the system processes your change successfully, it
notifies you that the server now belongs to the domain that you
specified.
5 Restart the server when you are prompted to do so.

Step 63. Delete any unused CCMS from CCMA

(optional)
If you added a Contact Center Manager Server to Contact Center Manager

Administration to test your configuration (and you do not plan to use it), you can
remove it now.
Removing any unused Contact Center Manager Server from Contact

ATTENTION
and delete servers in Contact Center Manager Server. When
you delete a server, you delete all customized Contact
Center Manager data associated with that server, such as
custom report groups, private Real-Time Displays, and
private report templates. All Contact Center data stored on
the server, such as skillsets, users, and CDNs remains on
the server.
1 On the system tree, select the server that you want to delete.
2 On the menu bar, click Server > Delete Server.
Result: The system asks if you are sure you want to delete the selected
server.
3 Click OK.
Result: The system deletes the server from the system tree.

Step 64. Restore a more recent backup of the

database (optional)
not need to perform another migration.
Before you restore a more recently backed-up database, ensure that you note the
sysadmin password you used during the original database restore. If you made a
change to this password you must edit the properties page on the Contact Center
Manager Administration server to reflect the new sysadmin password.
Use the Database Restore utility to perform the database restore.When the
database restore is complete, the Contact Center Manager Server Database
Restore utility automatically launches the Server Setup Configuration utility.
Verify the configuration information, and then complete the configuration
process. Running the server configuration repopulates the database with Release
6.0 data.
2419.


If you need to transfer all of your call statistics to the new server, Nortel
recommends that you complete the following tasks.
1. Stop the HDM service on the live Symposium Call Center Server. The call
2. Create a new database back up of Symposium Call Center Server.
3. Restore the new database backup onto the Release 6.0 server.
4. Copy the Symposium Call Center Server interval files to Contact Center
Manager Server.
5. Bring the new Release 6.0 server online. The HDM service on Contact


If you are adding LinkPlexer to your configuration, see the following section for
If you are installing LinkPlexer co-resident with Contact Center Manager

Server, the switch IP address should be the same as the Contact Center Manager
Server IP address.
If you are installing LinkPlexer as a stand-alone server, the switch address

should be the same as the LinkPlexer IP address.




4 Click Next.


8 Click Next.

11 Click Next.

installation.

When the installation is complete, the USB Instructions message box

appears.
hardware.
appears.



Next.


Version 4.00)

20 Click Yes.
21 Click Next.

device.
23 Click OK.

window appears.

25 Click Close.



2 Click Next.
3 Click Next.

4 Click Next.

window appears.


KeycodeTracker.
Result: The LinkPlexer KeycodeTracker window appears.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker window closes. The
Using Tracker



and information:
application

Connected.



1 Click Start > Programs > Nortel Contact Center \ LinkPlexer > Keycode
Tracker.

3 Click Apply.





box.
box.
7 Click OK.



Step 67. Other postinstallation tasks for


server software.
Configure RSM
RSM, see Chapter 15, “Install and configure Real-Time Statistics Multicast.”
Check and install the latest Service Update Supplements

Check for the latest Service Update Supplements on the Enterprise Solutions
PEP Library Web site at http://www.nortel.com/espl. For instructions to install a
Service Update Supplement, see “Install patches on the server” on page 2312.
Update the server name on all of the Contact Center components

If you change the computer name of Contact Center Manager Server during the
upgrade, you must reconfigure all of your other Contact Center components with
the new computer name:
Contact Center Multimedia
You must also ensure that the new computer name and DNS host name match,
and that all third-party applications that require a computer name, use the new
Contact Center Manager Server name.



If you use the TAPI Service Provider on the Communication Control Server as a
TAPI Remote Service Provider for remote TAPI Clients, you must configure the
TAPI Service Provider. For detailed instructions to configure the TAPI Service
Provider, see the Network Managers Guide for Symposium TAPI Service
Provider for Succession, release 3.0.
Configure Give IVR







b. Select Modify.
d. Click OK.
b. Select Modify.
9 Click OK.

Section E: Postinstallation tasks on the

CCMA clients
In this section
Step 68. Ensure that the client PCs meet all requirements 1116
Step 71. Log on to Contact Center Manager Administration 1121
Step 73. Upgrade Agent Desktop Display on agent workstations 1138
Step 74. Configure active and standby servers for ADD (optional) 1142

Step 68. Ensure that the client PCs meet all

requirements
Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For details, see the Contact Center Manager Administration Technical
Requirements and Operating System Configuration Guide.



5 Proceed to Step 70. “Install .NET Framework v. 1.1 (optional)” on page
1118.


(optional)
The .NET Framework version 1.1 and .NET service pack 1 must be installed on
the same machine. 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.
about installing the Contact Center Multimedia server, see the Nortel Contact
Center Multimedia Installation and Maintenance Guide. For details about
adding the Contact Center Multimedia server to the list of servers administered
by Contact Center Manager Administration using the Configuration component,
see the Nortel Contact Center Manager Administrator’s Guide.
If you cannot use the Outbound Campaign Management Tool component, you
can skip this step and proceed directly to Step 71. “Log on to Contact Center
Manager Administration” on page 1121.

Windows 2000 (service pack 4), Windows XP (service pack 2)



6 Click Close.



Pack 1.

Step 71. Log on to Contact Center Manager

Administration
(Internet Explorer version 6.0 with the latest supported Service Pack and SOAP
3.0), log on to Contact Center Manager Administration to test the installation.
To perform the procedures in this chapter, you must be able to log onto the
Contact Center Manager Administration server. To be able to log onto the
Contact Center Manager Administration server, you must accept the licence
agreement on the server utility.
If you upgraded your Contact Center Manager Server at the same time, you must
upgrade the license agreement in Server Utility. For details, see Step
72. “Download controls to the client” on page 1127.
You must also refresh your servers after an upgrade. For details, see Step
46. “Refresh your servers” on page 951.
Log on to Contact Center Manager Administration

When you log on to Contact Center Manager Administration after installation,
you must log on as the default administrator, webadmin. For security reasons,
Nortel highly recommends that you change the default password when you first
log on to the application. Contact Center Manager Administration user
passwords can only contain English characters and special characters.


and change the default password
ATTENTION
When you change the webadmin password, you
must ensure that you do not lose or forget the new
password or you cannot log on to Contact Center
Manager Administration as the webadmin
administrator. In this case, you must uninstall and
reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with
the default password.
Tip: To avoid this scenario, immediately after
installing Contact Center Manager Administration,
log on to the Contact Center Manager Administration
server as webadmin, and create a new administrator
account of your choice (for example, tempadmin),
giving this user account Access and Partition
Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to
the Contact Center Manager Administration server as
tempadmin and change the webadmin password. For
more information about adding Contact Center
Manager Administration users, see the online Help.

server name instead of the IP address as the SOAP files are configured to
Favorites.
3 Press Enter

Result:
server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or
later on the client PC” on page 578.
message appears, notifying you that you must install this software. For
details about installing it, see Step 55. “Install the Microsoft SOAP toolkit
3.0 (optional)” on page 591.
the PC, then the Contact Center Manager Administration server
displays the Contact Center Manager Administration main logon
window.
Note: Click About Contact Center Manager Administration to view a

window containing details of the Contact Center Manager Administration
build number and Service Update version. Click OK to close.


5 Enter the default password.

6 Enter a new password.
Note: Contact Center Manager Administration user passwords can only
contain English characters and special characters.
7 Reenter the new password.
Note: You can only modify the password of the default username. You
cannot change the default username, webadmin.
Tip: If you lose or forget the new webadmin password, you cannot log on to
Contact Center Manager Administration as the webadmin administrator. In
this case, you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety precaution, you can
now open Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If you forget or lose
the new webadmin password that you entered, you can log on to the
Contact Center Manager Administration server as tempadmin and change
the webadmin password.

8 Click Submit.
reappears.
9 Enter the new username and new password.

Note: If you configure a log-in warning message, this message appears.

10 Click Login.
appears.



configure Internet Explorer to “enable” or “prompt” for downloading signed
PC” on page 578). When the browser is configured to “enable” for downloading
signed ActiveX Controls, the browser does not notify you that it is downloading
a required control; the control is automatically downloaded to the client PC the
first time they are required by the Contact Center Manager Administration
prompt, a dialog box opens the first time the control is required by Contact
downloaded.
If a control is already installed on the client PC, it cannot download a second

PC, see “View the list of installed controls” on page 1132.


them once.
Client
Install

Files viewer.

Program Pop-up
Files Menu
Program
Files

Program y for Real-
Files Time
Displays

Client
Install

Files y

y

Program y
Files

Control Program
Files

Unsigned non-driver installation behavior on the PC, it determines if warning
configuring Internet Explorer can appear, or if the required controls can be
downloaded at all.

runs any other operating system, then the security policy does not affect the
downloading of controls, and you do not need to perform this procedure.


4 In the right pane, scroll down to the “Devices: Unsigned non-driver
installation behavior” policy.
but if any of the files within the CAB file downloaded are not signed, then
one or more warning windows appear, in addition to those resulting from
the settings you chose when configuring Internet Explorer.
Do not allow installation—You cannot download and install unsigned

preference).
9 Close the Local Security Policy Setting window.

Nortel recommends that you configure Internet Explorer to “enable” or
“prompt” when downloading signed ActiveX Controls (see “Configuring
Internet Explorer 6.0 or later on the client PC” on page 578). When the browser
is configured to “enable” when downloading signed ActiveX Controls, the
browser does not notify you that it is downloading a required control; the control
is automatically downloaded to the client PC the first time they are required by
the Contact Center Manager Administration component in which you are
working.

When the browser is configured to prompt, a dialog box opens the first time the
control is required by Contact Center Manager Administration. This dialog box
displays the name of the control, the company of origin, and prompts you to
to the client PC. You are only prompted to accept the control the first time that
operating system. Once the required controls are successfully downloaded to the
client PC by a user with administrator privileges, users who are not members of
the Power Users group or users who do not have administrator privileges can use
all Contact Center Manager Administration components on the client PC to
which they are granted access.
View the list of installed controls



Settings.

Controls downloaded using the ActiveX Controls.msi file cannot appear in the
Deleting controls
PC. However, note that if Internet Explorer is using the control, you need to
close the browser and reopen it before the system allows you to delete the
control.


If your Contact Center security policy does not allow all users to log on to the
for the Contact Center Manager Administration controls cannot function. In this
PCs:
operating system.

Installation procedures through an SMS system can vary from one company to
the next. Follow your company guidelines in order to deploy the ActiveX
Controls.msi package to the SMS clients in your network.


Policy. For details, see the documentation on the Microsoft Web site at
www.microsoft.com.

This procedure is useful if your company security policy prevents agents from
3 Insert the Contact Center Manager installation DVD into the PC, and
navigate to the following directory:
x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID>
Where <x> is the drive letter of your DVD drive and <patchID> is the ID of
the selected patch installed on the Contact Center Manager Administration
server.


installation.
welcome window.
5 Click Next.

6 Click Install.
Result: The program installs the files. When it is finished, the completed
window appears.
7 Click Finish.
8 Perform this procedure on each client PC that needs to access the server

which you originally installed. You can download more recent versions of the
installed on the client PC, see “View the list of installed controls” on page 1132.

Step 73. Upgrade Agent Desktop Display on

agent workstations
This section includes the following procedure for upgrading Agent Desktop
Display on agent workstations:
Upgrading Agent Desktop Display 4.5 client PCs to Release 6.0—This
procedure involves automatically upgrading the Agent Desktop Display 4.5
client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this procedure, see the Symposium
Web Client Planning, Installation, and Administration Guide for Release 4.5/
SU05.
Automatically upgrading the Agent Desktop Display 4.5 client

software
Perform this procedure if you are upgrading the Agent Desktop Display Release
4.5 software to Release 6.0.

Windows 2000, then you must be logged on to the PC with Administrator
privileges to upgrade Agent Desktop Display. This also applies if you are
upgrading the client portion of Agent Desktop Display on the Contact Center

Automatically upgrade the Agent Desktop Display 4.5 client

software
1 You must ensure that proxy settings are turned off before completing this
procedure.
a. On Internet Explorer, click Tools > Internet Options.
b. On the Connections tab, click LAN Settings.
c. Clear the check box next to Use a proxy server for your LAN.
d. Click OK.
e. Close all windows.
2 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
3 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
4 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
5 Click Yes.

6 From the list, choose the language in which you want to upgrade Agent
Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
Note: On co-resident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the co-resident server contains only Contact
Center Manager Server and Contact Center Manager Administration, then
it only supports English, Japanese, and Traditional Chinese.
Note: For more information about Agent Desktop Display and multiple
language support, see “Configure multiple language support in Agent
Desktop Display” on page 632.
7 Click OK.
InstallShield Wizard for Agent Desktop Display window.

8 Click Next.
Result: The system copies the necessary files, and then installation
begins. When you are upgrading from a previous version of Agent Desktop
Display, you cannot change the server IP addresses during the upgrade.
Instead, the program uses the IP addresses that you originally chose. To
change these addresses, after the client software is installed, use the
Server IP Addresses window in the application. When the upgrade is
complete, the InstallShield Wizard Completed window appears.
9 Click Finish.
Result: The system prompts you to restart your system.
10 If required by your network security policy, turn your proxy settings back on
after upgrading Agent Desktop Display.

Step 74. Configure active and standby servers

for ADD (optional)
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature that lets you configure the IP address or hostname of
active and standby servers for Contact Center Manager Administration and
This feature lets agents easily switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a switchover to a standby
server.
This procedure is optional.
Configuring active and standby servers for Agent Desktop Display

2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration window appears.
3 Enter the IP address or hostname of the appropriate servers as follows:

In the Contact Center Manager Administration: Active box, type the

In the Contact Center Manager Server: Active box, type the IP

field is required.
If you have installed a standby Contact Center Manager Administration
server, type the IP address or hostname of the standby Contact Center
Manager Administration server in the Contact Center Manager
Administration: Standby box. This field is optional.
If you have installed a standby Contact Center Manager Server, type
the IP address or hostname of the standby Contact Center Manager
Server in the Contact Center Manager Server: Standby box. This field
is optional.
Note:
The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Check with your network administrator for acceptable IP multicast
When typing the IP address of Contact Center Manager Server, if you
are installing Agent Desktop Display on a Terminal Services/Citrix
server, keep in mind that all agents who use Agent Desktop Display
from this particular server must be configured on the same server in
4 Click Save.


Chapter 6
Upgrade a co-resident 5.0 to a

co-resident 6.0 server (new server)
In this chapter
Overview 1146
Section A: Prepare the original server 1151
Section B: Prepare the new server 1205
Section C: Install the product software on the new server 1249
Section D: Migrate Classic Client 1317
Section E: Upgrade the product software on the new server 1361
Section F: Postupgrade tasks 1455
Section G: Postinstallation tasks on the CCMA clients 1731

Upgrade a co-resident 5.0 to a co-resident 6.0 server (new server) Standard 6.14
Overview
This chapter describes how to upgrade from a co-resident server with

Symposium Call Center Server Release 5.0, Symposium Web Client 4.5, and
TAPI 3.0 or with Symposium Call Center Server Release 5.0, Symposium Web
Client 4.5, Communication Control Toolkit 5.0 to a Release 6.0 co-resident
server with Contact Center Manager Server, Contact Center Manager
Administration, License Manager, Server Utility, and Communication Control
Toolkit. Follow the procedures in this chapter to upgrade on the existing server
or you can upgrade the software to a new server.
License Manager
Server Utility
You can install the Communication Control Toolkit only on a server on which
ATTENTION

January 2008 Upgrade a co-resident 5.0 to a co-resident 6.0 server (new server)
Timing
5 hours
Post-installation tasks: 4 hour
Ram: 1.0 GB

original server.




you are upgrading.

releases.



Section A: Prepare the original server
In this section
Overview 1152
Step 1. Read the relevant documentation to perform an upgrade 1153
Step 4. Investigate and resolve any tape drive compatibility issues 1162
Step 5. Ensure that all servers are compatible 1165
Step 6. Ensure SWC 4.5 on Win 2003 is installed on the source server 1166
Step 7. Perform a full backup of the source server 1167
Step 8. Back up the Symposium Web Client data files 1168
Step 9. Perform a SCCS Server 5.0 database integrity check 1171
Step 10. Back up the SCCS 5.0 database on the original server 1174
Step 11. Create a SCCS 5.0 Platform Recovery Disk 1187
Step 12. Back up the TAPI 3.0 database 1193
Step 13. Back up the Communication Control Toolkit 5.0 database 1194

Overview
the steps to upgrade to Contact Center Release 6.0.
preinstallation tasks. For more information, see Section A:“Prepare the original
For migrations and upgrades, you must select the same switch type on the
new configuration that is associated with the old configuration. For example,
if you have a co-resident 5.0 configuration with a Communication Server
1000/Meridian 1 PBX switch, you cannot upgrade to a co-resident 6.0
configuration with a Communication Server 2x00/DMS or SIP switch.


perform an upgrade

Read the Nortel Contact Center Manager Server Technical Requirements
and Operating System Configuration Guide for the co-resident server.
(www.nortel.com).


Center Manager Server installation. Ensure that you refer to this checklist for
Step Details ✔
operating system.
__________________
computer name ___________________________

Step Details ✔

Switch name _____________________________
The switch name need not match the CS 1000/
Meridian 1 Host Name. Record it here for
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

license file.
information
Switch name _____________________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________

Step Details ✔
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP Address _______________________________
Subnet mask ______________________________
__________________________________________

IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
replication server
information

information.
PBX switches with the Network Skill-based
__________________________________________
here.
__________________________________________

Step Details ✔
installation.
9 Record database Record database partition sizes starting with partition

partition sizes F: and up


upgrade
a directory on a remote Use these items to back up the database on the original server
server mapped to the and restore it on the new server.
original and target Nortel recommends that you use perform backups to a remote
servers with sufficient directory.
space and the correct
user privileges
a tape drive and If you do not use a networked server to perform backups, use
associated driver these items to back up the database on the original server and
software restore it on the new server.
(these are required only CAUTION
if you are backing up
your database to a tape Risk of database restoration error
drive, rather than a The database backup that you make on the original server must
remote directory on a be compatible with the tape drive subsystem on the new server
network computer) (driver software, tape drive, and tape media). Otherwise, you are
unable to restore your database. For more information, see “Step
4. Investigate and resolve any tape drive compatibility issues”
on page 1162.
blank tapes or data You need a blank tape to store the original server database using
cartridges the database backup procedure. The blank tape must be the
(this is required only if correct type for the tape drive that you are using on both servers;
you are backing up the tape capacity must be large enough to contain the database
your database to a tape backup.
drive, rather than a
remote directory on a
network computer)

blank preformatted Use this item to create a Platform Recovery Disk that contains
disk the original server setup record and database configuration.
Symposium Call To install on the new server before completing the upgrade.
Center Server 5.0 CD
Symposium Web To install on the new server before completing the upgrade.
Client 4.5 CD
TAPI 3.0 CD To install on the new server before completing the upgrade if
TAPI 3.0 is installed on the original server.
Communication To install on the new server before completing the upgrade if
Control Toolkit 5.0 CD Communication Control Toolkit 5.0 is installed on the original
server.
Contact Center Use to install the Contact Center - Release 6.0 software.
Release 6.0 DVD-
ROM
Windows Server 2003 If your new server does not have the Windows Server 2003
operating system (Enterprise or Standard) operating system installed, you must
install the operating system.
Ensure you have the documentation provided by Microsoft
available onsite when you are configuring the operating system.

Step 4. Investigate and resolve any tape drive

compatibility issues
This section applies only if you use a tape drive to back up and restore your
database. If you use a remote directory, you can skip this step.
When you perform an upgrade, you must create a database backup of your
original server and restore it on the Release 6.0 server. To back up and restore
your database, you can use one of the following:
a tape drive
a remote directory on a network computer
ATTENTION
If you choose the tape option, before you create the backup,
you must ensure that the tape drive and driver software on
your Release 6.0 server can read the data on the backup tape
from the original server. Otherwise, you cannot restore your
database and the migration installation fails.

Ensuring compatibility for database backup and restore

To determine whether you have compatibility problems, you must check the
tape drive hardware and the driver software on both the original and new
servers. You need to replace the tape drive, or upgrade the driver software, or
both. Use the following table to understand the compatibility requirements and
your options to achieve compatibility. Ensure you resolve the compatibility
issues before you create the backup on the original server.
Compatibility
Requirements Options to achieve compatibility
The driver software on the Check the drivers you plan to use on both the original and
original server must be able new servers, and ensure they write a compatible format.
to write a format that is This can require updating the driver on the original server
readable by the driver before backing up the database.
software on the new server. If incompatibilities are present, when you try to restore the
database on the new server, you receive the following
message: “Unable to retrieve backup name.”
The tape drive hardware must If your original server and new server do not have
be compatible with both the compatible tape drives and tape media, one option is to
original server and the new use the same physical tape drive hardware on both the
server. In other words, the original server and the new server to perform the backup
tape media you use to create and restore.
the database backup on the For example, you can use the original server tape drive on
original server must be both the original server and the new server during the
readable in the tape drive of upgrade. The tape drive replacement is temporary and
the new server. required for the upgrade procedure only. Save the new
server tape drive and its driver software disks for
reinstallation onto the new server later on.
For information about replacing a tape drive, see the
maintenance guide for your hardware platform.

Compatibility
Requirements Options to achieve compatibility
The driver software installed Ensure the driver software that is compatible with
on the new server must be Windows Server 2003 is
compatible with Windows available for the tape drives you are using to restore
Server 2003. your database.
installed on the new server.

Step 5. Ensure that all servers are compatible
Contact Center Manager Administration 6.0 is compatible with Symposium Call

Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.
If you install Contact Center Manager Administration 6.0 on a co-resident

server, you can install it only after you install Contact Center Manager Server
6.0. You cannot install Contact Center Manager Administration 6.0 on a co-
resident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.
To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center

Step 6. Ensure SWC 4.5 on Win 2003 is

installed on the source server
To perform a migration of Symposium Web Client 4.5 (SUS0601 v1 or later) to

a new server in preparation for the upgrade to Contact Center Manager
Administration 6.0, your must have Symposium Web Client 4.5 SUS0601 v1 or
later on a Windows 2003 platform installed on the source server.
If your Symposium Web Client 4.5 on the source server is installed on a

Windows 2000/Advanced Server platform, you must perform a full platform
migration to a new server before you upgrade the new server to Contact Center
Manager Administration 6.0. For details about migrating Symposium Web
Client 4.5 (SU05 or later) platform from Windows 2000 to Windows 2003, see
the Contact Center Manager Administration Installation and Maintenance
Guide.

Step 7. Perform a full backup of the source

server
Before performing the migration procedure or performing any significant

upgrade of the application server, Nortel recommends that you make a complete
backup of the Symposium Web Client application server, including the system
state, using a proven third-party backup tool of your choice, or the Microsoft
Windows Backup tool. A full backup of the source server, including the system
state, allows regression of the source server back to its original state, if required.
Nortel recommends that you perform full backups during periods of low
activity.
Performing a full backup of the source server

If you encounter a problem with the migration procedure, or if you encounter a
product problem, you can use the full backup you created to return the source
server to its original state.
For details about creating full backups of the application server, see Microsoft
documentation or the documentation of the third-party backup tool of your
choice
CAUTION
Risk of data loss

You can use Backup to back up and restore data on either File
.
Allocation Table (FAT) or NT File System (NTFS) volumes.

However, if you have backed up data from an NTFS volume used
in Windows 2003, Nortel recommends that you restore the data to
an NTFS volume, or you may lose data as well as some file and
folder features.

Step 8. Back up the Symposium Web Client

data files
You must create a backup of the individual Symposium Web Client data files,
including Microsoft Active Directory Application Mode (ADAM)
Nortel recommends that you back up the individual Symposium Web Client
files in addition to performing a full backup of the Symposium Web Client
server because this creates a more manageable backup file containing only the
Symposium Web Client data files that need to be restored in the event of an
upgrade failure in which you must restore the Symposium Web Client data files,
but not the entire operating system.
The Symposium Web Client data files to back up include the following:
Real-time display snapshots
Schedule data
CAUTION
Risk of data loss

.

files, ADAM does not function when restored to a new server.
Nortel recommends that you back up ADAM files by using the
Windows Backup Tool.
Backing up Symposium Web Client data files using the Microsoft

Windows Backup Tool
For detailed information about the Microsoft Windows Backup Tool, go to the
Microsoft Web site at www.microsoft.com.

Result: The Backup and Restore Wizard appears.
Result: The Backup tab appears with a tree structure in the left pane
listing all directories and folders.
4 In the left pane, select the check boxes for the following files and folders
(where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
5 In the left pane, select the check box for the following files and folders
(where <INSTALLDIR> is the Symposium Web Client install directory. The
default install directory is C:\Program Files\Nortel Networks\WClient):
<INSTALLDIR>\Apps\AccessMgmt\AccessXML
<INSTALLDIR>\Apps\Common\Icedb
<INSTALLDIR>\Apps\EmergencyHelp\Exports
<INSTALLDIR>\Apps\Reporting\Historical\data
<INSTALLDIR>\Apps\Reporting\Historical\rpt
<INSTALLDIR>\Apps\Reporting\RealTime\Exports
6 In Backup destination, to back up files and folders to a file, choose File.
This is selected by default.
OR
To back up files and folders to a tape, choose a tape device.
If you have a supported tape backup drive that is detected by Backup, it
appears at the bottom of the Backup destination for the backup window. If
you do not have a tape drive, or your tape drive is not supported or
detected, you can select a floppy disk drive or a location on your hard disk.
To back up your files to a network drive, you must map a drive letter to the
network destination to which you want to back up your files. If you map a
drive letter to a network drive, Backup displays it in the Backup destination
for the backup window.

7 In Backup media or file name, if you back up files and folders to a file,
type a path and file name for the backup (.bkf) file, or click the Browse
button to find a file.
OR
If you back up files and folders to a tape, choose the tape to use.
For more information about using the Windows Backup Tool or other backup
strategies, see the Microsoft documentation at www.microsoft.com.
What is next?
To perform a database integrity check, see Step 9. “Perform a SCCS Server 5.0
database integrity check” on page 1171.

Step 9. Perform a SCCS Server 5.0 database

integrity check
To ensure the integrity of the databases on the original server, Nortel

recommends that you perform a database integrity check before creating a
backup of your database. This step is highly recommended to capture any
database consistency problems.
Follow the next procedure to perform a database integrity check on the original
Release 5.0 server.
ATTENTION
Before you perform the database integrity check, ensure
there are no active Symposium Call Center Server client
connections to the server on which you perform the check.
If client PCs connect to the server while the check is
running, errors can result and you need to perform the
check again.
Symposium Call Center Server is shut down while the database integrity check
is running.

Performing a database integrity check on the original Release 5.0

server
Server > Migration.

4 Click OK.
service running on the server, and then the following dialog box appears.


Result: A DOS window appears on the screen.
Attention: Do not close this window. The database integrity check takes
from 1 to 3 hours to complete. You cannot see any activity on the screen,
but notice continuous disk activity.
7 Click OK.
9 Use a text editor, such as Notepad, to check the database check log
(C:\DbChk.log) for database errors.
If you do not plan to reuse the remote directory backup on your Release 5.0
server for future backups (for example, if you plan to use tape backups),
delete the user account you created for this purpose after you complete the
upgrade. Unshare the directory on the network computer.
10 Restart the server. From the Start menu, choose All Programs >
Symposium Call Center Server > Server Startup.
What is next?
Proceed to Step 10. “Back up the SCCS 5.0 database on the original server” on
page 1174

Step 10. Back up the SCCS 5.0 database on

the original server
Create a backup of the database of the original server so you can restore it on the
target server. The original server remains online while the database is backed up.
However, consider the following information before you proceed with the
backup:
contact center performance. Nortel recommends that you perform backups
during non-peak traffic hours. Do not change any contact center
operation.
statistics and data pegging are missing from the backup. If it is important
that all call statistic and data pegging be migrated to your target server,
take the original server offline immediately following the database
backup. Ensure that the target server remains offline until you upgrade
Symposium Call Center Server 5.0 to Contact Center Manager Server
6.0 and successfully migrate the database back to the new server.
Options for database backup and restore

To back up and restore your database, you can use a tape or a remote directory
on a network computer. Nortel recommends that you use a remote directory on a
network computer to back up and restore your database.
Procedures for both options are included in the following section.
Files created during backup

The backup process creates the following files:
blue.dmp This file contains the contents of the Blue database.
cbc.dmp This file contains the contents of the CBC database.

master.dmp This file contains the contents of the Master database.
miginfo.txt This file contains configuration details.

rbackup.txt This file contains details about the user name, password, and path
used when you perform a database backup to a remote directory.
dbseg.txt This file contains information about the data and log segments in
your database.
dbdvc.txt This file contains information about the size and location of your
database files.

To calculate the speed of database backups to a remote directory, perform a trial

run of the backup at least several days before the upgrade. Keep in mind that the
time required to do a database backup can vary between the trial run and the
actual backup day due to several factors. For a list of the variables that can affect
the speed of your backup and restore, see “Variables affecting backup and
restore speed” on page 2349.
To calculate space requirements before you back up the database, see

Set up the database backup to a remote directory

First, identify the computer onto which you plan to back up the database. You
must then set up the connection between the Symposium Call Center Server
and the remote directory.
network.



hold the backup files.
The remote computer must be on the same network as the Contact Center
Manager Server.
The network connection can be through the Nortel server subnet. Ensure that the
Nortel server subnet has low traffic during the scheduled time for the database
backup. If you run the backup when Nortel server subnet traffic is high, the
database backup can take longer than planned.

You need to set up an account, password, and a shared directory on your
network computer in preparation for a remote directory backup. Create names
for these items ahead of time and record them in the following table.

Item information
User name
other on your target server. The names must be
identical on both computers.

Obtain and record this name so you it is available
when you enter the command to back up the
database.


Item information


shared directory to contain the remote backup. Use the following basic steps,
along with the documentation that came with the operating system, to correctly
set up the user account and shared directory.

Create a new user account in Windows using the user name and password that
you recorded in the worksheet.
1 Select Start > Programs > Administrative Tools > Computer
Management.

3 Right-click on the Users folder, and then select New User from the
resulting menu.
Result: The New User dialog box appears.
4 Enter the user account details in the New User window.

If you do not clear this check box, the restore can fail because the server in
Symposium Call Center Server cannot access the network computer.
6 Click Create.

worksheet.
The name of the remote directory must not contain any spaces. Spaces in
the remote directory name cause errors.
the worksheet.

You must now prepare the server in Symposium Call Center Server using
worksheet.

3 Select Network Disk.

4 Click Next.
5 In the Account box, type the account name for the remote backup location.
6 In the Password box, type the Password for the remote backup location.
7 In the Network Path box, type the Network Path of the remote backup
location.
8 Click Next.



11 Type quit, and then press Enter to close the DOS window.

12 Click Exit.
13 Click OK
from which you scheduled the backup. If there are any errors, check the
Back up the database to a tape

To calculate the speed of database backups to tape, perform a trial run of the
backup at least several days before the upgrade. Keep in mind that the time
required to do a database backup can vary between the trial run and the actual
backup day. For a list of the variables that can affect the speed of your backup
and restore, see “Variables affecting backup and restore speed” on page 2349.

configuration), see the Nortel Contact Center Manager Server Planning and
Engineering Guide for Release 6.0.
To view sample time measurements for tape backup and restore, see



5 Click Next.


8 In the DOS Window, type quit, and then press Enter.

9 Click Exit.
10 Click OK
it.
If you plan to use tape backups for all future backups, and you do not plan
to reuse the remote directory for future backups, delete the user account
you created for this purpose after you complete the upgrade. You can also
unshare the directory on the network computer.

What is next?
Proceed to Step 11. “Create a SCCS 5.0 Platform Recovery Disk” on page 1187.

Step 11. Create a SCCS 5.0 Platform Recovery

Disk
Create a Platform Recovery Disk to gather required information from your

original server, such as its setup record and database configuration. The
Platform Recovery Disk contains the file MigInfo.txt, which includes important
details about how the original server is configured.
Even if you have an existing Platform Recovery Disk available, ensure you
create a new one after installing the latest SUs, SUS, and PEPs.
To create a Platform Recovery Disk on a floppy disk, see “Creating a Platform

Recovery Disk for Release 5.0 on a floppy disk” on page 1187.
To create a Platform Recovery Disk in a remote directory, see “Creating a

Platform Recovery Disk for Release 5.0 in a directory on a network computer”
on page 1190.
Creating a Platform Recovery Disk for Release 5.0 on a floppy disk

window appears.


4 Ensure the path shows A:\.

5 Insert a blank floppy disk in drive A.
6 Click Create Disk.

7 Click OK.
The system also checks for database segmentation problems.

contact Nortel customer support before you proceed with the migration
procedure. After customer support fixes the problem, you must create a
new Platform Recovery Disk before you proceed with the migration.
If the system finds a database log segmentation overlapping problem, you
can still use the Platform Recovery Disk that you just created. The system
prompts you to shut down the Symposium Call Center Server services so it
can fix the problem. Follow the on-screen prompt to shut down the
services.
8 Click OK.
9 Remove the floppy disk from the drive, and ensure it is labeled clearly.
10 Close the Symposium Call Center Server Setup Configuration Utility
dialog box.
Do not perform a database expansion before exporting the Platform

Creating a Platform Recovery Disk for Release 5.0 in a directory on a

network computer
window appears.
4 Ensure you map a network drive to the remote directory in which you want
to save the Platform Recovery Disk.
The name of the remote directory into which you save the Platform
5 Click Browse and navigate to the mapped drive.
6 Select the directory, and then click OK.
Result: The drive you selected appears to the left of the Browse button.

7 Click Create Disk.

complete, the following dialog box appears.
The system also checks for database segmentation problems.

If a database data segmentation overlapping problem occurs, contact
Nortel customer support before you proceed with the migration procedure.
After customer support fixes the problem, you must create a new Platform
Recovery Disk before you proceed with the migration.
If a database log segmentation overlapping problem occurs, you can still
use the Platform Recovery Disk that you just created. The system prompts
you to shut down the Symposium Call Center Server services so it can fix
the problem. Follow the on-screen prompt to shut down the services.
8 Click OK.
9 Close the Symposium Call Center Server Setup Configuration Utility
window.
Do not perform a database expansion before exporting the Platform

dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

What is next?
If TAPI 3.0 is installed on the original server, proceed to Step 12. “Back up the
TAPI 3.0 database” on page 1193. If Communication Control Toolkit 5.0 is
installed on the original server, proceed to Step 13. “Back up the
Communication Control Toolkit 5.0 database” on page 1194. If neither TAPI 3.0
nor Communication Control Toolkit 5.0 is installed on the original server,
proceed to Step 15. “Check the disk partitions configuration” on page 1208.

Step 12. Back up the TAPI 3.0 database
To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, complete this

procedure to back up the TAPI database. To upgrade Communication Control
Toolkit 5.0 to Communication Control Toolkit 6.0, see Step 13. “Back up the
Communication Control Toolkit 5.0 database” on page 1194.
The installation of Contact Center Manager Server 6.0 automatically upgrades

and retains all TAPI data required for running the Contact Center Manager
Server but, for the migration to a new server, follow this procedure to back up
the TAPI database for server recovery purposes.
Backing up the TAPI database

directory. The default location is C:\m1server\m1spdb.mdb.
Tip: Search for the TAPI database using Start > Search from Windows
Server.
Tip: Store the backup file to a location that is easily accessible by the new
Windows Server 2003 server.
What is next?
See Section B: “Prepare the new server,” on page 1205.

Step 13. Back up the Communication Control


Toolkit 6.0 on a new server, complete this step. To upgrade TAPI 3.0 to
Communication Control Toolkit 6.0 on a new server, see Step 12. “Back up the
TAPI 3.0 database” on page 1193.

Toolkit database.
You can perform database backups on an ad hoc or scheduled basis while the
system is running.
You can back up the Communication Control Toolkit database in the following
two ways:
1. Use the NCCT 5.0 Console Database Maintenance snap-in.
DBComd.exe file is located in the Nortel Communication Control Toolkit
root install directory.

from a mapped drive. You must use a UNC path to backup or restore the Contact
Center Manager Server database.
To back up to tape, create a backup locally, and then copy to tape.

Backing up the CCT database using the NCCT Database

Administrator



4 Click Browse.
Result: The Save As dialog box appears.
Result: The NCCT Database Admin Properties dialog box appears,

7 Click Backup.
Result: The backup is complete, the following message appears.
8 Click OK.


1 Select Start > Control Panel.



4 Click Next.

5 Click Browse.

select DBComd.exe.
7 Click Open.
8 In the box, type a name for the scheduled backup.

9 Select when to perform the backup, and then click Next.

Next.
Nortel recommends that you schedule the backup during off-peak hours.
11 In the Enter the user name box, type the user name. Make sure the user
name has administrator privileges
12 In the Enter the password box, type the password.
13 In the Confirm password box, retype the password.

14 Click Next.
check box, and then click Finish.


17 Click OK.
Result: The backup scheduling is complete.
that the DBComd.exe file creates. This log file is located where you install
Communication Control Toolkit (for example, C:\Program

Third-party backup applications that are supported include Veritas.
Backing up the TAPI SP database

toolkit\tapi).
What is next?
See Section B: “Prepare the new server,” on page 1205.

Section B: Prepare the new server
In this section
Overview 1206
Step 14. Ensure the new server meets Contact Center 6.0 requirements 1207
Step 15. Check the disk partitions configuration 1208
Step 16. Prepare the new server for Release 6.0 and database restore 1210
Step 17. Record and check for required migration information 1212
Step 18. Install Windows Server 2003 1218
Step 19. Ensure the computer name and DNS host name match 1231
Step 20. Copy the latest SCCS 5.0 SU and Platform Recovery Disk 1235
Step 21. Add local Windows account 1236
Step 22. Install pcAnywhere 1241

Overview
This sections describes the steps you must complete to prepare the new server to
install and upgrade the following components:
Install on the new server Upgrade to
Symposium Call Center Server 5.0 Contact Center Manager Server 6.0
Symposium Web Client 4.5 Contact Center Manager Administration

6.0
TAPI Service Provider 3.0 or Communication Control Toolkit 6.0

Communication Control Toolkit 5.0

Step 14. Ensure the new server meets Contact

Center 6.0 requirements
Before you upgrade your co-resident 5.0 server to a co-resident 6.0 server,
ensure that the application server meets all the minimum hardware and software
requirements. For details about hardware and software requirements, see the
following:
Nortel Contact Center Manager Server Technical Requirements and
Operating System Configuration Guide
Nortel Contact Center Manager Server Technical Requirements and
Operating System Configuration Guide for the co-resident server
Contact Center Manager Administration Technical Requirements and
Operating System Configuration Guide.
Nortel Communication Control Toolkit Server Technical Requirements and
Operating System Configuration Guide

Step 15. Check the disk partitions

configuration
Record the disk partition configuration of the original server so you can use it to
determine how to partition your new server.
Checking the disk partition configuration on the original server

2 From the left panel, select Disk Management.
3 Record the following information about the “Disk partition configuration
worksheet” on page 1209:
the displayed disk number
the logical disk drive letter assignments
the size of each partitioned disk
4 Ensure that the new server has enough disk space to create the required
partitions.
The following table presents an example of disk partition configuration.
Disk drive
letter Disk partition size Disk partition size
Disk number assignment (Stand-alone) (Co-resident)
Disk 0 C 16 GB 32 GB
Disk 0 D 4096 MB NTFS 4096 MB NTFS
DVD-ROM 0 E n/a n/a

Disk 1 F 32 GB 32 GB

Disk partition configuration worksheet

Record the disk partition configuration information about the following
worksheet.
Disk drive letter

Disk number assignment Disk partition size
Check the RAM size on the original server

The total physical RAM of the reconfigured server must meet the requirements
for a Contact Center Manager Server Release 6.0 server.
Checking the RAM size on the original server

1 From the Start menu, choose Settings > Control Panel, and then double-
click the System icon.
Result: The System Properties window appears, with the General tab
displayed.
2 Record the RAM size on the “RAM size worksheet” in the following table.
RAM size worksheet
RAM size

Step 16. Prepare the new server for Release

6.0 and database restore
You must complete the base configuration of your new server before you can
migrate Symposium 5.0, Symposium Web Client 4.5, and TAPI 3.0 or
Communication Control Toolkit 5.0 to the new server.
Set up the new server for Release 6.0

1. Review the list of requirements for a Release 6.0 server, and ensure that
your server meets each requirement.
2. Ensure that the new server has a DVD-ROM CD-ROM drives.
Set up the remote directory or tape drive on the new server

If you backed up the original server database to a remote directory, ensure that
the new server is connected to the server that contains the database. If you
backed up the original server database to a tape drive, see “Set up the tape drive
on the new server” on page 1211.

Set up the tape drive on the new server

1. If the new platform is equipped with a tape drive and driver software that is
not compatible with that of the original server, remove the tape drive and
install a compatible drive and its driver software on the new platform. For
more information, see the maintenance guide for your hardware platform.
CAUTION
Risk of database restoration failure

The database backup that you made on the original server
.
must be compatible with the tape drive subsystem on the new

server (driver software, tape drive, and tape media).
Otherwise, you cannot restore your database. For more
information, see Step 4. “Investigate and resolve any tape
drive compatibility issues” on page 1162.
If you move the original platform tape drive to the new platform, ensure
that the database backup of the original platform is complete before you
remove the drive.
2. If the new server will keep the same Nortel server subnet IP address, ensure
that the new platform is disconnected from the network of the original
platform (both ELAN Subnet and Nortel server subnet). The new platform
can remain disconnected until the upgrade procedure is completed.
Nortel recommends that you test your network connection before you
prepare your new server for full service. Disconnect the original server
network (both Nortel server subnet and ELAN subnet) connections, to
ensure that there is no conflict between the IP address and the computer
name of the original server and the new server, test the network drivers and
TCP/IP stack. For more information, see the tip about checking your TCP/
IP stack in “Resolving the failed ping” on page 3009.


migration information
Use the following checklist to record information required for your Windows
Server 2003 and Symposium Call Center Server 5.0 migration. You must refer
to this checklist for specific information during the migration. Some information
is in the Platform Recovery Disk you created. However, it is still a good idea to
record the information for reference.
Step Details ✔
operating system.
__________________
computer name ___________________________

Step Details ✔

Switch name _____________________________
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

license file.
information
Switch name _____________________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________

Step Details ✔
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP Address _______________________________
Subnet mask ______________________________
__________________________________________

IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
replication server
information, if
applicable

information.
PBX switches with the Network Skill-based
__________________________________________
here.
__________________________________________

Step Details ✔
installation.
9 Record keycode and Keycode__________________________________

serial number
Switch serial number________________________
information.

Step 18. Install Windows Server 2003
You must perform a fresh install of Windows Server 2003 on the new server.
Use the following checklist to perform a new installation of Windows Server
2003.
When you install Windows Server 2003, you must:
delete all existing partitions on the primary drives (do not alter the disabled
drives) and format the drives
create a new drive C partition on which to install the Windows Server 2003
operating system
configure the LAN network cards with the same network IP configuration
(for example, IP address, subnet mask, default gateway, and so on) as on
the original server. See the TCP/IP parameter information in the
MigInfo.txt file on the Platform Recovery Disk.
On the new server, you can use a different computer name and different IP
addresses than on the original server. However, if you install the server in a
networked environment, Nortel recommends that you use the computer
name and IP addresses (Nortel server subnet and ELAN Subnet) of the
original server on your new server. See the information in the MigInfo.txt
file on the Platform Recovery Disk.
check that the Virtual Memory allocation (swap file) on the new server is
RAM size times 1.5. Set both the initial and maximum size to this value.
partition the disks to at least the minimum recommended size (for more
information, see the Nortel Contact Center Manager Planning and
Engineering Guide)
check that the new server is installed with tape driver software that is
compatible with Windows Server 2003. If it is not compatible, you cannot
restore your database.
ensure that the new drives are installed with the correct RAID
administration utility (if your server is equipped with RAID). The RAID
software is platform-specific and is installed differently for each platform.

Domain group policies and the application server

For Symposium Web Client to function properly when installed on a Windows
Server 2003 platform, the server on which Active Directory Application Mode
(ADAM) is installed must not be a domain controller. It is optional whether it is
a member of a domain. If you choose to add the server to an existing customer
network domain, you must do so after you install Symposium Web Client. You
can join a Windows 2000 or a Windows Server 2003 domain controller.
However, you must note that each of these domain controllers has different
security policies that may affect the application server.
Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the application server is running Windows
Server 2003 and you add the server to a Windows 2000 domain controller, you
can only apply the Windows 2000 group security policies that are common to
Windows Server 2003. All new Windows Server 2003 security policies that are
not available in the Windows 2000 domain controller must be controlled by the
Windows Server 2003 local security policy.
If the application server is running Windows Server 2003 and you add the server
to a Windows Server 2003 domain controller, then you can define the security
policies in the Organizational Unit (OU) of the application server and combine
this with the local server security policies for an effective security setting.
You may need to adjust your group policies for Symposium Web Client or
exclude the application server from a specific group policy if conflicts are
identified. For more information about group policies and Symposium Web
Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for
Windows Server 2003. This guide is available to distributors and channel
partners who have access to the Partner Information Center web site (within
www.nortel.com).

Performing a new installation of Windows Server 2003

2003.
Install Windows Server 2003
Step Details ✔
1 Set up your If your server uses RAID, ensure the RAID configuration is set
RAID up according to the manufacturer instructions.
configuration.
2 Obtain the Use either Windows Server 2003 (Standard Edition) or

Windows (Enterprise Edition).
Server 2003
CD-ROM. Note: Do not use Windows Server 2003 Datacenter or Web
editions.
3 Start the Start installing Windows Server 2003 according to the
Windows instructions supplied with the operating system. Follow the on-
Server 2003 screen instructions to create a partition for the operating system.
installation. This partition must reside on drive C:\ of your server on an
NTFS partition.
Setup copies the operating system files to the installation folders
on the new partition. When the copy process is complete, the
system restarts. The Windows Server 2003 Setup wizard
appears.
4 Complete the Use the following guidelines in this table to complete the
Windows Windows Server 2003 Setup wizard.
Server 2003
Setup wizard.
Regional Complete this window as required for your site.

Settings
window
Personalize Complete this window as required for your site.

Your Software
window

Step Details ✔
Licensing Nortel recommends that you use the Per server licensing mode
Modes and that you have a minimum of five concurrent connections.
window Per server mode is the default.
Computer Enter the computer name and administrator password, as
Name and recorded in Step 17. “Record and check for required migration
Administrator information” on page 1212.
Password
window Pay close attention to the naming rules for the computer name as
described in the worksheet (no spaces, hyphens, or underscores
are allowed).
If you change the computer name of Contact Center Manager
Server during the upgrade, you must reconfigure all of your
other Contact Center components with the new computer name:
You must also ensure that the new computer name and DNS
host name match, and that all third-party applications that
require a computer name, use the new Contact Center Manager
Server name.
Date and Time Complete this window as required for your site. Ensure the
Settings correct time zone is set for the server.
window
Attention: If you use a Communication Server 1000/Meridian 1
PBX switch, you must clear the Automatically adjust clock
for daylight saving changes check box.
Modem Complete this window as required for your site.
Dialing
Information Note: This window appears if you have a modem attached to the
window server. If this window does not appear, proceed to the next
window.

Step Details ✔
Networking After the system installs the networking components and the
Settings status bar finishes scrolling, select Custom settings.
window

Step Details ✔
Networking Use this window to select networking components and set up

Components the TCP/IP parameters for the Nortel server subnet and ELAN
window network interface cards. See your entries in the IP address table
in Step 17. “Record and check for required migration
information” on page 1212.
Networking components selection
After detecting the first network card, the Windows Server 2003
Setup wizard displays a list of networking components for that
card. For each network card, the following three components are
selected by default. Do not deactivate any of the following
default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet
and ELAN cards
Complete the following steps for each card that the Setup
wizard detects on your server.
1 Click Internet Protocol (TCP/IP), and then click
Properties.
2 In the General tab, enter the IP information required for the
card (for example, IP address, subnet mask, and default
gateway). Consult with the network administrator for the
site.
Note: To complete the installation successfully, you must
enter an IP address for each network interface card. If you
do not yet have the correct IP addresses for the cards, then
type “dummy” IP addresses now. Remember to reconfigure
the cards with the correct addresses later.
3 From the General tab, click Advanced. Use the DNS and
WINS tabs to type information about DNS and WINS
servers. Consult with the network administrator for the site.

Step Details ✔
Workgroup or Adding computer to a workgroup

Computer
1 Select No, this computer is not on a network, or is on a
Domain
network without a domain.
window
2 In the “Workgroup or computer domain” box, type the
workgroup name that you entered in the checklist titled Step
17. “Record and check for required migration information”
on page 1212.
You can add the server to a domain, after you install Contact
5 Log on to After the Windows Server 2003 Setup wizard installation of the
Windows operating system is complete, you must configure the operating
Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM.
When you log onto Windows Server 2003 for the first time, the
Windows Server 2003 Manage Your Server wizard appears.
This wizard is not necessary for Contact Center Manager Server
functionality. Proceed to the next step (Step 6) to configure
additional server software.
TIP:
Select the Don’t display this screen on startup check box.

Step Details ✔
6 Add or Use Add or Remove Programs to configure your Windows

Remove Server 2003 operating system.
Programs.
Using Add or Remove Programs
1 From the Start menu, choose Settings > Control Panel.
3 Click Add or Remove Windows Components to view a
list of the installed components.
4 IIS is an Subcomponent of Application Server and is
checked by default. Click Application Server, and then
click Details to uncheck IIS on the components list.
5 Select Management and Monitoring Tools, and then click
Details.
6 Ensure the check box beside SNMP is checked. If it is
checked, then SNMP is installed.
7 Click OK to return to the Add or Remove Windows
Components property page.

Step Details ✔
7 Check the Verify that the virtual memory on the server is RAM size times
virtual 1.5. Set both the initial and maximum size to this value. If the
memory virtual memory is smaller, increase it to RAM size times 1.5.
settings. Nortel recommends that the paging file be located on drive C.
Verifying the virtual memory on the server
1 From the Start menu, choose All Programs > Control
Panel.
2 Click System.
3 On the General tab, take note of the RAM size.
4 Click the Advanced tab, and then click Performance
Settings.
5 Click the Advanced tab again.
6 Click Change to view and make changes to the virtual
memory settings.
7 Restart the server if prompted.
If any of the following conditions apply, when the system stops
unexpectedly, the complete memory dump of the system is not
generated:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel
recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x
RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not
create paging files on database partitions or other partitions

Step Details ✔
8 Check the You only require one network interface card. However, if you
binding order have more than one network interface card, you must configure
for the Nortel the bindings order of the network interface cards so that the
server subnet Nortel server subnet card is first, then the ELAN card, then the
and ELAN virtual adapters for remote access.
cards.
Configuring the bindings order of the network interface cards
2 Double-click Network Connections.
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.
4 In the Connections box, ensure the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
9 Check the Use the Windows Device Manager to check that the required
serial port serial ports exist. You require COM1 to provide remote support,
configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
Checking the required serial ports
2 Click System, and then click the Hardware tab.
3 Click Device Manager, and then double-click Ports (COM &
LPT) to view the communications ports.
4 For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
If a required port does not exist:
1 Ensure that the port is installed.
2 Go to the BIOS and correct the address of the missing port.

Step Details ✔
10 Format all Ensure that the disk drives on the server are formatted according
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
Note:
If the Welcome to the Write Signature and Upgrade Disk
wizard appears, click Cancel. This wizard is for configuring
dynamic disk partitioning only. Release 6.0 supports
Windows basic disk partitioning and dynamic disk volumes.
When partitioning your drives, do not use the Windows
option to upgrade to dynamic disks.
If you perform an upgrade, ensure you fully understand the
partition requirements on your new server. See the section on
disk partitioning requirements in your upgrade procedure.
Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly
1 From the Start menu, choose All Programs >
Administrative Tools > Computer Management.
2 Under Storage, click Disk Management to view and change
disk partitioning.
3 The operating system resides on the C partition. This must
be the only Primary partition. You must configure all other
partitions (D, F, G, and so on) as Logical drives within
Extended partitions on basic disks. The following steps offer
some guidelines on creating extended partitions and logical
drives:

Step Details ✔
a. Right-click each disk that you want to configure.

b. On the resulting menu, click Create Partition.
c. Follow the prompts in the Create Partition Wizard to
create an extended partition for each disk.
d. When you create the extended partitions, you must
create the logical drives by specifying their size and
drive letters. Right-click each disk.
e. On the pop-up menu, click Create Logical Drive.
f. Follow the prompts in the Create Partition Wizard to
create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in
the pop-up menu, then you must choose this option to write a
disk signature before you proceed with creating partitions and
logical drives.
11 Install any If your server requires any additional drivers for your hardware
additional configuration, install them.
drivers
required for
your
hardware
configuration.
12 Test the Use the ping command to test both the Nortel server subnet and
network ELAN subnet network connections.
connection.
13 Install the Install the latest Windows Server 2003 service pack that is
Windows validated with Symposium Call Center Server 5.0. You can
Server 2003 obtain this information from the Contact Center Portfolio
service pack. Service Packs Compatibility and Security Hotfixes Applicability
List. Available on the Partner Information Center Web site
(www.nortel.com/pic).

Step Details ✔
14 Install the After you install Windows Server 2003, depending on your
Internet version of the software, you must download and install the
Group Internet Group Management Protocol (IGMP) patch from
Management Microsoft to receive multicast data properly.
Protocol
patch from To download and install the patch, and to find out which
Microsoft. versions of the Windows Server 2003 software require it, you
must contact Microsoft Product Support Services, as described
in the Knowledge Base article listed on the Microsoft Web site
(www.microsoft.com).
Note: If your version of Windows Server 2003 requires this
patch, but you do not install it, your server cannot reliably
receive multicast data from the server in Contact Center
Manager Server.
15 Create Create partitions according to Symposium Call Center Server
software and migration and installation requirements. To view disk partitions
database configuration on the original server, see Step 15. “Check the
partitions disk partitions configuration” on page 1208.

Step 19. Ensure the computer name and DNS

host name match
You must ensure your server computer name and DNS host name match exactly,
including uppercase and lowercase letters. If these names do not match, you
cannot install the Symposium Call Center Server 5.0 database software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. In Windows, your entry is used to set both the computer name and the
DNS host name. However, after the operating system is installed, you can find
that Windows set the DNS host name in uppercase letters as you entered it, but
that the computer name is set in all lowercase letters. Use the following
procedures to check the names and, if necessary, change them.
Ensuring the computer name and DNS host name match

1 After you install the operating system, log on to the server as
Administrator.
2 From the Start menu, choose Control Panel, and then click the System
icon.
Result: The System Properties dialog box appears.

3 Click the Computer Name tab.

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 down to determine whether the names
match exactly, including case.
8 If the names match, close the windows you opened, and then continue with
the configuration of your server.
OR
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name

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

b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
d. Click Properties.
e. Go back to step step 3 on page 1233.
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 restarts, log on to the server as Administrator.
8 To ensure the names match now, repeat the procedure Step 19. “Ensure
the computer name and DNS host name match” on page 1231.

Step 20. Copy the latest SCCS 5.0 SU and

Before migrating the Symposium Call Center Server 5.0 software, complete the
following tasks:
Copy the latest Service Update (SU) pack to drive D on your server. Do not
install the Service Update pack. The installation program installs it
automatically at the appropriate time when you install the server software.
Center Server to drive D:\OldPrd of the reconfigured server

pack on the Enterprise Solutions PEP Library Web site at www.nortel.com.
Copying the latest Symposium Call Center Server 5.0 Service Update
and Service Update Supplement pack and Platform Recovery Disk to
the server
1 Insert the Symposium Call Center Server 5.0 CD into the CD-ROM drive.
Note: To install from a network shared drive, map the CD-ROM drive to a
2 Navigate to the Supplementary SU folder on the CD or the shared drive
and copy the Service Update (for example, NN_SCCS_5.0_SU_03_S.msi)
to the root of the drive D.
4 Insert the Symposium Call Center Server 5.0 Platform Recovery Disk you
created previously into drive A.

Step 21. Add local Windows account
This step is required only if you backed up the server database to a remote
directory. If you backed up the server database to a tape, you can proceed to Step
22. “Install pcAnywhere” on page 1241.
On the target server, you must create a local Windows user account that is
identical to the one you created on the network computer containing the
database backup. You then add the account to the policy “Log on as a service.”
During the server software installation, if the user name and password matches
with the network computer, the system restores the database on your new
Release 6.0 server.
If the user name on the network computer is NGenSys, you need not set up the
user account on the target server. The Release 6.0 Contact Center Manager
Server installation automatically creates the NGenSys user account.
Setting up the local Windows user account on the new server


4 Right-click on the Users folder, and then select New User.

5 In the User name box, type the same user name you assigned to the
account on the network computer.
6 In the Password box, type the same password you assigned to the
7 In the Confirm password box, type the password again.
If you leave the check box selected, the restore fails because the server in
Contact Center Manager Server cannot access the network computer.
9 Click Create.
10 Click Close.
11 In the left panel of the Computer Management window, click the Users
folder to display its contents in the right panel.
12 In the right panel, right-click the new user you just created, and then select
Properties.
Result: The Properties window for the user appears.
13 Click the Member Of tab.

14 Click Add Users or Group.

15 Click Advanced, and then click Find Now.
16 In the Name column, select the user account you just created, and then
click Add.
Result: The account appears in the bottom list box.
17 Click OK.
18 When the Member Of tab reappears, click OK.
19 Close all windows that remain open.
Logging on as a service
1 On the new server in Contact Center Manager Server, select Start >
Programs > Administrative Tools > Local Security Policy.
2 In the left panel, navigate to Local Policies > User Rights Assignment.

3 Click User Rights Assignment to view its contents in the right panel.
4 From the right panel, double-click Log on as a service.


7 In the Name column, select the user account that you just created, and
then click OK.
8 Click OK.
9 Click OK to close the Local Security Policy Setting window.
10 Close the Local Security Settings window.

Step 22. Install pcAnywhere
One licensed copy of pcAnywhere version 11.0.1 for host computers only is
provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This
software license enables you to configure the server as the host computer in
remote control sessions (that is, the computer to which remote computers
connect).
To install the remote format of pcAnywhere version 11.0.1 on the server, you
must purchase a remote license for the server. Since most users only require that
the server act as a host computer, this chapter outlines the installation and
configuration of only the host format of the pcAnywhere software. For
information on the installation and configuration of the remote format, consult
the pcAnywhere web site at www.symantec.com/pcanywhere.
To install pcAnywhere version 11.0.1 on the client PC, you must purchase a
separate license for the client PC.
Installing pcAnywhere version 11.0.1

Note: If you have already installed the Symposium Call Center Server
software and you are now reinstalling pcAnywhere, then before you
proceed with the installation, you must shut down all the services on the
server.
a. From the Start menu, choose Programs ➝ Symposium Call Center
Server ➝ Shutdown.
Result: The Symposium Call Center Server Shutdown window
appears.
b. Click OK to confirm.
Result: The Contact Center Manager Server services shut down. This
may take several minutes.
c. When the Service Status log window appears, click Accept to exit the
utility.

2 Insert the NTJK08BA CD into the CD-ROM drive.

Result: The NTJK08BA window appears.
3 Double-click Readme.
Result: The Readme.txt file opens.
4 Read the installation notes contained in the Readme.txt file, and then close
the file.
5 Double-click pcAnywhere.exe.
Result: The installation wizard starts. If you do not have Internet Explorer
5.5 SP2 or later, the following message appears:
6 Skip to step 7 if you do not see the preceding message; otherwise, do the
following:
a. Click OK.
Result: The InstallShield Wizard interrupted window appears.

b. Click Finish.
Result: The Symantec Packager window appears.
c. Click Cancel this entire package.

d. On the NTJK08BA window, double-click the Internet Explorer 5.5 SP2
folder.
Result: The Internet Explorer 5.5 SP2 folder opens.
e. Double-click IE5SETUP.

f. Accept the license agreement, and then click Next.

g. Click Next to start the installation.
h. When prompted to restart the computer, close all other windows first,
and then click Finish.
i. After the computer restarts, log on as Administrator.
Result: The Windows Update sets up and completes the IE5.5 SP2
installation.
j. Resume the pcAnywhere 11.0.1 installation by first making sure the

NTJK08BA CD is in the CD-ROM drive.
k. Navigate to the root directory of the CD, and then double-click
pcAnywhere.

7 Click Next when the following Welcome window appears:
Result: The license agreement window appears.

8 Click Accept to accept the license agreement, and then click Next.
9 Enter your user name and organization, and then click Next.
10 Click Next to install pcAnywhere in the default location.
11 Click Install.
Result: The Installation Progress window appears.
12 Click Finish when the installation is completed.
13 Close the drive E:\ directory window, and then remove the CD from the CD-
ROM drive.
Note: You do not need to restart the server computer.

pcAnywhere 11.5
One licensed copy of pcAnywhere 11.5 for host computers only is provided for
the server on the Contact Center Release 6.0 DVD. This software license
enables you to configure the server as the host computer in remote control
sessions (that is, the computer to which remote computers connect).
Follow the procedure in this section to upgrade your current version of

pcAnywhere to pcAnywhere 11.5.
Upgrading to pcAnywhere 11.5

driver.
3 Browse to the pcAnywhere folder on the Nortel Contact Center Release 6.0
DVD.
4 Double-click NTJK08BA-02 - Host Only.exe file.
Result: The Previous Version Installed window appears.
5 Place a check mark beside Preserve existing data, and then click Next.
Result: The Welcome to the installation for Symantec pcAnywhere window
appears.
6 Click Next.
8 Enter your user name and company details, and then click Next.
9 Accept the default location to install the software, or click Change to
choose a custom location.
If you clicked Change, enter the location in which you want to install
pcAnywhere, and then click OK.
10 Click Next.

11 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
12 Click Install.
14 Proceed to Step 23. “Get documentation for the XML automated
assignments feature” on page 1248.

Step 23. Get documentation for the XML

automated assignments feature
If you upgrade the XML automated assignments feature, ensure that you have
the Contact Center Manager Administrator’s Guide on hand for instructions on
using this feature. You can also consult other associated documentation and
engineering/development support resources for the XML automated
assignments feature, which are provided only through the Nortel Developer
Program. For information about obtaining the XML Automated Assignment
toolkit, contact a member of the Developer Program through the Contact Us link
on their Web site at www.nortel.com.
What is next?
See Section C: “Install the product software on the new server,” on page 1249.

Section C: Install the product software

on the new server
In this section
Step 24. Install the SCCS 5.0 software and database on the target server1250
Step 25. Configure SCCS 5.0 on the target server 1264
Step 26. Install SWC 4.5 SUS0601 v1 on the target server 1271
Step 27. Restore Symposium Web Client 4.5 client data files 1286
Step 28. Install the TAPI 3.0 Service Provider and database 1292
Step 29. Install Communication Control Toolkit 5.0 1296
Step 31. Restore the Communication Control Toolkit 5.0 database 1307

Step 24. Install the SCCS 5.0 software and

database on the target server
After you complete the preinstallation tasks, you can install the server software.
Installing the Symposium Call Center Server 5.0 software and

database
2 If the Server Application CD is not already running, insert the CD into the
CD-ROM drive and wait for it to autorun.
Result: The DemoShield Setup Launcher main menu appears.

3 Click Install Product Software.

Result: The welcome window for Symposium Call Center Server
InstallShield Wizard appears.
4 Click Next.
5 Select the Standalone (default) option.

6 In the Install Type section, select the Upgrade from 4.0 or 4.2 database
Migration of 5.0 database option.
7 Click Next.
Result: The Symposium Call Center Server Setup dialog box appears.
8 Select the Co-Resident Server option.

9 To upgrade Communication Control Toolkit 5.0 to Communication Control
Toolkit 6.0, select the Symposium Web Client option.
OR
To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, select the
Symposium Web Client and TAPI Service Provider option.

10 Click Next.
Result: The Pre-Install Compliance Check window appears.

After a few seconds, the Pre-Install Check Utility window appears.
Result: The system checks your server to ensure it meets the

requirements for Symposium Call Center Server. The results appear in a
window similar to the preceding graphic. If your server is compliant, the
Status column shows Pass beside all items listed. For any items that can
cause your installation to fail, the Status column shows Error. For items that
will not cause the installation to fail but may cause some components to
fail, the Status column shows Warning. For items that stop the installation
from continuing until you correct the problem, the Status column shows
Critical.
Note: To save the results of your preinstallation compliance check to your
drive C, click Save. Your results are saved to a text file called
PviResults.log on drive C.
11 Make changes to your hardware or software items as necessary.
12 Click Refresh to update the Status.

13 After you make any necessary changes and are ready to proceed with the
installation, click OK.
Note: If you click Cancel at any time during the product software
installation, the InstallShield Wizard Complete window appears. The text on
this window warns you that the software was not successfully installed.

14 Click Begin.
Result: The Installing Symposium Call Center Server window appears.
copies the Sybase software files to the server. After 3 to 5 minutes of
installation, the system restarts.
Stage 1
15 After the system restarts, log on as Administrator.

Result: The installation of the Sybase software and the Symposium Call
Center Server software continues. The system displays windows showing
the different stages (Stage 1 to 5) of the installation. The installation time of
this step may range from 1 to 3 hours, depending on your system.

Stage 2
Stage 3
Stage 4

The system installs the Service Update.

The system creates the database. This stage may take up to 2 hours.
16 Wait until the Database Restore Utility window appears.

Note: This window may appear behind the progress window.
17 To restore from a local tape drive, complete the following steps. To restore
from a network disk, see step 18:
a. select the Local Tape Drive option.
b. Click Next.
Result: The following window appears:

c. (Optional) To speed up the database restore, select the Do not verify

the restored database check box.
d. Click Start Restore.
Result: Once the database is restored, the following window appears:
18 To restore from a network disk, complete the following steps:

a. select the Network Disk option.
b. Click Next.

c. In the Account box, type the account.

d. In the Password box, type the password.
e. In the Network Path box, type the network path.
f. Click Next.
g. (Optional) To speed up the database restore, select the Do not verify

the restored database check box.

h. Click Start Restore.

Result: Once the database is restored, the following window appears.

19 Click Done.
Result: The product software and database are installed. The installation
program automatically continues and the Initializing Server Setup
Configuration Utility message appears (for between 5 seconds to 5
minutes) before the Customer Information window appears.
The installation program automatically imports all customer information and

switch serial numbers from the Platform Recovery Disk into the
configuration utility.
20 To configure the product software, see Step 25. “Configure SCCS 5.0 on
the target server” on page 1264.

Step 25. Configure SCCS 5.0 on the target

server
This procedure is a continuation of the previous step.

1 Click Next to accept the customer information.
Result: The Keycode Information window appears and the system
automatically imports the Release 5.0 keycode.
2 Verify that the information is correct, and then continue to click Next to view
the next window. Correct any information as necessary.
3 If your keycode includes a Database Replication feature, click Next until
the following window appears. If your keycode does not include a Database
Replication feature, skip to step 6.
4 In the Database Replication Server name box, type the name of the
Replication Server computer. This should be the computer name where the
Replication Server is installed.
5 Select the Active option, and then click Next.

6 Continue to click Next until the Site Name window appears.

7 Click Finish.
window appears. It contains a tab for each of the windows in which you
entered information during the configuration. (It also contains a Utilities tab,
which you can use to import and export configuration data and to create a
Platform Recovery Disk.)
Depending on your keycode, the following tabs may not appear:

M1/Nortel Communication Server 1000 or DMS/MSL Switch Information
RSM IP Address (Note: You must configure RSM for a co-resident
server
Voice Connection (Note: Although Symposium Call Center installs on a
server without a COM 2 serial port, the hardcoded dependency in the
MAS Access Link service can cause the Access Link Handler to restart
continuously if you do not configure the COM2 port. For a Symposium
Call Center Server that does not require the ACCESS Link connection
to Meridian Mail, enter a dummy IP address and port number in the
Voice Connection tab.)
Database Replication


9 Click Yes.
Result: After you enter all of the necessary information, the Symposium
Call Center Server Setup Configuration Utility configures your server using
the data you entered. It displays a status for each stage of configuration.
This process can take 10 to 20 minutes to complete, depending on the
server CPU and database size. Do not close any windows during the
configuration.
10 Wait until you see the following message.
11 Click OK.

12 Click OK. If you click Cancel, use the Migration utility to create a Platform
Recovery Disk when the installation is complete.
13 To save the Platform Recovery Disk to a remote directory, see step 14. To
save the Platform Recovery Disk to a floppy disk, complete the following
steps:
Result: The following message appears:
c. Click OK.
14 To save the Platform Recovery Disk to a remote directory, complete the
following steps:


The name of the remote directory into which you save the Platform
Result: The system creates the Platform Recovery Disk.
15 Wait until the following message appears.
16 Click OK.
Result: The Platform Recovery Disk created successfully message
appears.
17 If you used a floppy disk, remove it from the drive. Make sure the Platform
Recovery Disk is labeled appropriately and stored in a safe place.
18 Click OK to close the Symposium Call Center Server Setup Configuration
Utility window.
19 Click OK.
Result: The server automatically restarts.

20 Log on as NGenSys.
Note: It may take several minutes for the desktop to appear.
Result: The MAS Trace Window appears. The server and database
configuration is complete, and the Symposium Call Center Server software
is ready for use.
The following dialog box then appears.
21 Use Symposium Call Center Server Shutdown Utility to shut down the
Symposium Call Center Server services.
22 Click Yes to continue with the co-resident setup.
Result: A message prompts you to follow the Symposium Web Client
guide to install the Symposium Web Client.
23 Click OK.
Note: If you click Cancel, you can still install Symposium Web Client at a
later time.
24 Proceed to Step 26. “Install SWC 4.5 SUS0601 v1 on the target server” on
page 1271.
You must install the Symposium Web Client application on drive C on your
computer.

Step 26. Install SWC 4.5 SUS0601 v1 on the

target server
You must install and configure Windows Server 2003 and Symposium Web
Client 4.5 SUS0601 v1 on the target server.
To successfully complete the migration without corruption of data, each server

must have the same version of Symposium Web Client and the same Service
Update installed. For example, if your source server has Symposium Web Client
4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, then
you must install Symposium Web Client 4.5 with SU06 on the Windows Server
2003 target server.
For further details about installing and configuring Symposium Web Client 4.5,
see the Symposium Web Client Planning, Installation, and Administration
Guide.
Installing Symposium Web Client 4.5 on the application server

Before you begin:
1. Ensure that you installed and configured the following Windows
components and third-party software on the application server:
Windows Server 2003 Enterprise Edition or Standard Edition
Internet Information Services with SMTP
Terminal Services and Terminal Services Licensing (required only for

the Script Manager or Editor portion of the Scripting component)
Sybase Open Client Version 12.5 (required for Historical Reporting and
Contact Center Management)
If the setup wizard does not detect these programs or components on the
application server, it terminates the installation process.

2. Decide if you will install Symposium Web Client as the default web site on
the application server, or if you will install it as a virtual directory on an
existing web site.
ATTENTION
Nortel recommends that you install Symposium Web
Client as the default web site, reserving the application
server solely for the use of Symposium Web Client.
3. Verify that IIS is completely installed before you install Symposium Web
Client. Click Start > All Programs > Administrative Tools. If Internet
Services Manager is listed, it means that IIS was successfully installed. If it
does not appear, then you must ensure that it is correctly installed before
you proceed with the Symposium Web Client installation.
4. Verify that you have not changed the default settings in Windows 2003 to
disable the capability to generate 8.3 style short filename. Disabling the
capability to generate 8.3 style short filenames causes the installation of
Symposium Web Client to fail. For details, see “Windows Script Host error
when you install SWC on Windows 2003” on page 2999.
Installing Symposium Web Client on the application server (no

ADAM replication)
You must have administrator privileges in Windows Server 2003 to install
Symposium Web Client on the application server.

1 Insert the Symposium Web Client CD in the CD-ROM drive.


4 Click CD or Floppy to indicate that you want to install Symposium Web
Client from the CD-ROM.
appears.
5 Click Next.
Result: The Run Installation Program window appears, and D:\setup.exe
appears by default in the Open box, where D: is the CD-ROM drive.

6 Click Next.
Result: The program checks to see if the required third-party software is
installed on the server, and stops the installation if any of the minimum
requirements listed are not met. If all requirements are met, the installation
continues and the Symposium Web Client Setup Wizard window appears.
7 Click Next.
Result: The Key Code Information window appears.

8 Type the serial number and keycode for your Symposium Web Client 4.5
application.
The serial number is the SWC ID provided on the Symposium Web Client
Keycode Acknowledgement sheet that is shipped with the software.
ATTENTION
Keycodes are case-sensitive.
9 Click Next.
Note: If you make an error entering the keycode or serial number, the
system displays an error message in a dialog box. Click Back to return to
the Key Code Information window, and reenter the information.
Result: The replication selection window appears.

10 Click No.
a. In the username and Organization boxes, type the appropriate

information.
b. To set up access restrictions for this Symposium Web Client
installation, click one of the options in the Install this application for
section.
Anyone who uses this computer (all users) lets anyone who can log
on to the computer also log on to Symposium Web Client.
ATTENTION
Nortel recommends that you click Anyone who uses
this computer (all users). Failure to do so can prevent
users who have authorization to use Symposium Web
Client from using the application server when they need
to.
Only for me (<username>) lets only a user with your username and
password log on to Symposium Web Client.
11 Click Next.
Result: The SOAP Configuration Parameters window appears.

In this window, you must type the URL that you use to access Symposium
Web Client on the application server (without the http:// prefix) so that
certain SOAP WSDL files are installed and function properly. If the
Symposium Web Client default URL is the same as the application server
computer name, then you can accept the default value shown, and then
click Next. If, however, the Symposium Web Client default URL is the
application server fully qualified host name (for example,
<computername>.<domain name>.com), then you must type this name.
If you are installing Symposium Web Client as a virtual directory on an
existing web site, then you still type either the computer name or the fully
qualified host name as usual; you do not type a value that includes the
virtual directory name.
Note: If you change the computer name after you install Symposium Web
Client on Windows Server 2003, then some SOAP processes do not
function properly (because they still refer to the old computer name), and
you cannot work with the components that require SOAP functionality, such
as Configuration. To reset the SOAP files to reflect the new computer
name, an administrator or support technician must run the
ChangeSOAPSrv utility. Additionally, you must perform a procedure to
reset the name in IIS and update the DNS or HOSTS table to reflect the
new computer name.
ATTENTION
If you are not sure of the Symposium Web Client default
URL, then you can accept the default value shown.
However, if the client PCs that are used to access the
application server are located outside the server domain,
then you must type the fully qualified domain name here.
To view the fully qualified domain name of the server,
ping the server computer name. The results of a
successful ping include the fully qualified domain name.
Note: If you use the fully qualified domain name in this window, and if you
add the application server as a Trusted Site when configuring Internet
Explorer on the client PC, then you must also add the fully qualified domain
name as a Trusted Site on each client PC that accesses the application
server.
Result: The Port Configuration for ADAM window appears.
12 Based on the server configuration, the default values in this window vary,
as follows:

Port 389 for LDAP and port 636 for SSL appear in this window. Before
accepting these default values, check with your administrator to ensure
that these ports are not used by any other application. If these ports are
already being used, then ask your administrator to recommend new port
numbers and type them in the boxes provided.
Before accepting these default values, check with your administrator to
ensure that these ports are not used by any other application. If these
ports are already being used, then ask your administrator to recommend
new port numbers and type them in the boxes provided.
13 Click Next.
You can install Symposium Web Client as the default web site on the
application server, or install it as a virtual directory on an existing web site.

To install Web Client as the default web site

a. Click Default.
ATTENTION
Nortel recommends that you click Default, reserving the
application server solely for the use of Symposium Web
Client for optimum performance.
To install Web Client as a virtual directory on an existing web site

a. Click Existing.
b. Click Next.
the default name. If you want to change the name, type a new name.
Note: The name you choose becomes the name of the folder in the Default
Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual
directory and as a default web site, see the Symposium Web Client 4.5
Planning, Installation & Administration Guide.
14 Click Next.
15 Select Complete.

16 Click Next.

17 Click Next.
ATTENTION
Installation ends if you did not install the required third-
party applications prior to installing Symposium Web
Client.
An error dialog box appears listing the missing software,
and the setup wizard closes. You cannot complete the
Symposium Web Client installation until you install all
required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files
that you are using or windows that you have open that are preventing the
Symposium Web Client installation from proceeding. To continue with the
Remove Programs window. In this case, click Retry. If the installation
does not proceed, then click Ignore. The installation proceeds.
18 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom
password for the iceAdmin user account. This user account has full

administrative privileges and is required for proper Symposium Web Client

functionality.
Note: You are required to type the old password only if you reinstall
Symposium Web Client 4.5 and you chose to preserve customer data when
you uninstalled the original software. Because you are performing a fresh
installation, the Old Password box is disabled.
account.
Note: After you install Symposium Web Client, you can change this custom
password.
20 In the Confirm Password box, type the password again, and then click
OK.
with installing the Crystal Reports templates.
Then the system installs Active Directory Application Mode (ADAM).

21 When it is finished installing ADAM, click Next.

Result: The Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.
Note: Sometimes the window does not appear; instead, the system
automatically starts installing the SOAP files. In this case, proceed to the
next step.
required Simple Object Access Protocol (SOAP) files.
Result: After the system has installed the required SOAP components, the
ADAMSchema window appears.

23 The system installs the ADAM schema.

Result: The Completing the Symposium Web Client Setup Wizard window
appears.

Result: The Symposium Web Client Installer Information dialog box
appears.
25 Click Yes to restart your computer,
Applying the Service Update

You must download and apply the same Service Update as is currently on the
source server from the Nortel Enterprise Solutions PEP Library web site at
www.nortel.com/espl. To register for this web site, follow the instructions listed
at www.nortel.com/register.

You must have the same Service Update on the source server and the target
server to successfully migrate from the source server to the target server. At
minimum, the patch level must be Symposium Web Client 4.5 (SUS0601 v1) to
support a direct upgrade to Contact Center Manager Administration 6.0.
What is next?
Proceed to Step 27. “Restore Symposium Web Client 4.5 client data files” on
page 1286.

Step 27. Restore Symposium Web Client 4.5

client data files
Perform this procedure to restore the files that you back up from the source
server to the target server.
ATTENTION
When you restore Symposium Web Client data, you must
restore data that was backed up from the same release and
version of the software as that which is currently installed
on the application server. For example, if your
application server currently contains Symposium Web
Client Release 4.5 SU03, you can only restore a backup
of Release 4.5 SU03 data onto this server. You cannot
restore data from previous Service Updates. If you restore
data backed up on previous versions, you corrupt your
server.
You cannot use the application server while restoring data.
You can use the Windows Backup Tool or a similar tool to restore the
Symposium Web Client data. The procedure in this section is based on the
Windows Backup Tool method of restoring data.
When you replicate an instance of ADAM as part of a configuration set, you

must perform an authoritative restore. At the time of writing, you can find
Microsoft procedure for performing an authoritative restore in the section “To
restore an ADAM instance” within the procedure “To authoritatively restore
ADAM data on an ADAM instance that belongs to a configuration set” of the
Microsoft ADAM online Help file.
Prerequisites
Before you perform this procedure, you must ensure that the target server has the
following software installed and configured correctly:
Windows Server 2003

All required third-party software, such as Microsoft Active Directory

Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is
installed on the source server)
Symposium Web Client 4.5 SUS0601 v1
For details about installing and configuring Symposium Web Client
Release 4.5 SUS0601 v1, see Step 26. “Install SWC 4.5 SUS0601 v1 on the
target server” on page 1271.
You must ensure that the drive on which the backed up Symposium Web
Client was installed exists on the new server.
Restoring Symposium Web Client data (Windows Server 2003) on the

target server
The following list provides a quick overview of the tasks required to restore
Symposium Web Client data on the target server.
Nortel recommends that you install all software in the same directories as those
used on your original application server.
1. On your target server Symposium Web Client installed, shut down the
SymposiumWC service.
2. Perform a restore using the appropriate backup and restore utility.
3. Manually restart the SymposiumWC service.
4. Restore the corresponding registry data.
At this point your Symposium Web Client is operational except for
scheduled information.
5. Reactivate scheduled assignments.
Restoring data files

To restore data files, select one of the following options:
Restore data files using the Windows Backup Tool.
Restore data files using a third-party backup and restore utility such as
Veritas.

Restoring data files using the Windows Backup Tool
ATTENTION
You must shut down the SymposiumWC service before
starting the restoration procedure.
You must also retain the permission properties of the
ADAM data directory and ADAM files if you restore these
files (for example, you must retain permissions such as
“NETWORK SERVICE”). If you do not maintain
permission properties, the SymposiumWC service does not
start.
You must manually restart the SymposiumWC service after
you complete the restoration.
1 Browse to the backup file (.bkf) that you want to restore.

2 On the target server, restore the data from the most recent backup (.bkf)
file. To do this, follow the procedure “To restore files from a file or tape.” As
of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
When you use the Windows Backup Tool to restore the Symposium Web
Client data files, it is important that you select the option to always replace
the files on the computer. As of the time of publication, you can select this
option in the Restore tab of the Options window (accessible from the
Tools menu), or when you use the Restore Wizard in the Advanced Options
“How To Restore” page.

Restoring data files using the Veritas Backup Exec 9.1 tool
ATTENTION
Do not install the Veritas Backup 9.1 software on
co-resident systems containing Symposium Call Center
Server and Symposium Web Client as it prevents the
NBNM service from starting up. In addition to this
problem, if you use Veritas Backup 9.1 to restore
Symposium Web Client data on a co-resident system, it has
an adverse effect on the operation of the system and may
require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use
instead of the Microsoft Windows Backup Tool to back up and restore the
Symposium Web Client data. There are several other third-party tools that can
perform a similar function; choose the tool that best suits your organization.
If you use Veritas to restore Symposium Web Client data, note the following:
You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that Restore over existing files is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
The default installation of Veritas Backup Exec 9.1 uses the TCP port
10 000, which is also the default port used by the Symposium Web Client
Toolkit NameService. This conflict results in Symposium Web Client
malfunctioning (administrative changes, such as agent and skillset name
changes, are not updated in real time, requiring you to restart the
ICERTDService to refresh the cache).
To avoid this conflict, before you use Veritas, you must change the default
port that it uses to another port number of your choice (at this time, you
cannot change the Symposium Web Client Toolkit NameService port
number). When you change the port number, you must first investigate the
ports that are currently being used by all the products in your network (both
Nortel and third-party products). Then choose a port that does not cause a
conflict between any of these products.
To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult

www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
Ensure that your version of the Veritas software supports the backup and
restore of the Windows Server 2003 ADAM data files. Nortel tested build
4691 of the Backup Exec software.
Ensure that your version of Backup Exec has the Microsoft Volume
Shadow Copy Service installed. When restoring files, you must select
Shadow Copy Components, as well as any hard drive components
(Symposium Web Client folders).
When restoring data, you must ensure that Restore over existing files is
selected in the general properties for the restore job.
When you restore the Symposium Web Client ADAM files (Shadow Copy
Components), the SymposiumWC service is stopped automatically. You
must manually restart the service after the restoration is complete.
Reactivating Historical Reports and scheduled events

After restoring Symposium Web Client data to the new server, you must
reactivate Historical reports and scheduled events.
1 Launch the Historical Reporting component in Symposium Web Client.
2 In the Scheduled Events window, select all the scheduled assignments.
3 Click Activate.
4 Launch the Contact Center Management component in Symposium Web
Client.
5 Open each scheduled assignment and reactivate.
Testing your migrated data

After you restore the files from the source server to the target server, test the
migration of the data by connecting to the target server and using Symposium
Web Client (logging into SWC with a user & password that had been created on
the source server). Compare the data that is shown on this target server with the
source server. Confirm also that all non-Active Directory data (such as
Historical Reporting templates) is restored to the target server.

Backing up and restoring data on a co-resident server

To keep data synchronized between Symposium Call Center Server and
Symposium Web Client on a co-resident server, you must ensure that whenever
you back up one application, you also back up the other at the same time.
In a co-resident environment, when you perform a full offline backup of the

server, the entire server is backed up, including both the Symposium Call Center
Server and Symposium Web Client applications. This backup method ensures
that the data between the two applications is always synchronized. You must
perform this type of backup with the third-party backup tool of your choice,
ensuring that it is compatible with Symposium Call Center Server. Nortel does
not specifically recommend any tool for its compatibility with Symposium Call
Center Server.
Whenever you perform a partial backup of Symposium Call Center Server, you
must ensure that you also perform a backup of Symposium Web Client.
Furthermore, you must store both backups in the same location.
What is next?
To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, see Step
28. “Install the TAPI 3.0 Service Provider and database” on page 1292. To
upgrade Communication Control Toolkit 5.0 to Communication Control Toolkit
6.0, see Step 29. “Install Communication Control Toolkit 5.0” on page 1296.

Step 28. Install the TAPI 3.0 Service Provider

and database
This step is required only if you plan to upgrade TAPI 3.0 to Communication
Control Toolkit 6.0. To upgrade Communication Control Toolkit 5.0 to
Communication Control Toolkit 6.0, see Step 29. “Install Communication
Control Toolkit 5.0” on page 1296.
Installing the TAPI 3.0 Service Provider

1 Log on to the co-resident server as the administrator.
2 Insert the Symposium TAPI Service Provider CD into the CD drive.
3 The Setup program automatically launches the wizard-driven installation
application. If not,
Select Start > Run.
Type X:\setup.exe, where X is the CD drive.
Click OK to start the wizard-driven installation application.
4 Click Next.
Result: The software license agreement dialog box appears.
5 Click Yes to indicate that you accept the terms of the software license.

6 Click Next to continue with the installation. If you wish to cancel the
installation at any point, click Cancel on any of the installation windows.
7 Select a setup type option, and then click Next.

Result: The Symposium TAPI 3.0 Service Provider for Meridian 1 &
CSE1K Setup dialog box appears.
8 If Meridian Link/SCCS Server is installed on the original server, you must

select this option.
OR

If Direct Connect/AML is installed on the original server, you must select

this option.
9 Click Next.
Result: The installation application copies the required files to the specified
directory. A status window displays installation progress. When the
installation is complete the InstallShield Wizard Complete dialog box
appears.
10 Select the Yes I want to view the ReadMe File check box to display the
readme.txt file. This file includes information about Symposium TAPI
Service Provider for Succession, release 3.0. Nortel Networks
recommends that you read this file before you configure and use the
software.
11 Click Finish.
12 Close the readme file if opened.
14 Proceed to the next procedure, “Restoring the TAPI 3.0 database” on page
1294.
Restoring the TAPI 3.0 database

1 Stop the following TAPI SP services:
ACDProxy service

Telephony service
2 Close the TAPI SP Config utility.
3 Copy in your backed up copy of m1spdb.mdb to overwrite the new one.
4 Start the following TAPI SP services:
ACDProxy service
Telephony service
What is next?
Proceed to Section D:“Migrate Classic Client” on page 1317.


Toolkit 5.0
This step is required only if you plan to upgrade the Communication Control
Toolkit 5.0 to the Communication Control Toolkit 6.0. To upgrade TAPI 3.0 to
Communication Control Toolkit 6.0, see Step 28. “Install the TAPI 3.0 Service
Provider and database” on page 1292.
When you install the Communication Control Toolkit 5.0 on the new server, you
must select the same options that were selected when the Communication
Control Toolkit 5.0 was installed on the original server. After you install the
Communication Control Toolkit 5.0 and before you restore the database, you
must apply the same SUs, SUS, and PEPs that were applied to the
Communication Control Toolkit 5.0 that was installed on the original server.
Installing Communication Control Toolkit 5.0

2 Insert the Communication Control Toolkit Installation CD into the CD-ROM
drive.
Result: The InstallShield Wizard appears.

3 Click Next.
Result: The Software License agreement appears.
4 Select the I accept the terms in the license agreement option, and then
click Next.

5 Click Next.
Note: Nortel recommends that you accept the default directory. To change
the default directory, click Change and enter the new directory name
before clicking Next.
Result: The Choose NCCT Switch Connectivity Type dialog box appears.
6 If you use an IPML connector, select No, and then click Next. Skip to step 7
of this procedure.

7 If you use Nortel Communication Server 1000 or Meridian 1/Succession

1000 select Yes, and then click Next.
Result: The Choose NCCT Connectivity Configuration dialog box appears.
8 To connect to Symposium Call Center Server, select the No, connect

directly to switch option. Otherwise, select the Yes option.
9 Click Next.
Result: If you selected Yes, the NCCT IVR/Self Service Options dialog box
appears.

10 If you use a Nortel IVR, select the Yes option. Otherwise, click No.
11 Click Next.

Result: The InstallShield informs you as the Contact Center Manager
Server services are installed as follows:
The MSDE SQL server desktop engine is configured.
Contact Center Manager Server files are copied and installed.
The Telephony and ACDProxy Services are started.
The MSSQL$NNCCTDB service is started and the database is
configured.
The NCCT Data Access Layer service is started.
The NCCT TAPI Connector service is started.
The NCCT Logging service is started.
The NCCTService is started.

When the installation is complete, the following window appears.
If you install an IPML connector or a Nortel IVR, the following window

appears instead.

13 Click Finish.

Result: If you are installing TAPI, the installation is complete. If you are
installing an IPML connector or a Nortel IVR, the IPML installation program
starts automatically once the server restarts and you log on.
The IPML installation program installs the PERI packages automatically
and then installs the MPS2.1-SS6.0Patch_Bundle_8 (no user interaction is
required at this stage).
15 Wait until the following dialog box appears.

16 Click Finish.
Result: The Restart message box appears.

Services.
19 Click Services.
20 Make sure the following IPML services are set to manual:
Nortel MPS Manager
Nortel RSH Daemon
21 Proceed to the next step, Step 30. “Install the latest CCT 5.0 updates” on
page 1304.

You must install the same Communication Control Toolkit 5.0 updates that were
on the original server before you upgrade Communication Control Toolkit 5.0.

Library (www.nortel.com/espl).
(www.nortel.com/espl). The IPML updates are supplied using the self-
Result: The InstallShield dialog box appears for the update.

3 Click Next.
4 Click Install.

The services stop and restart. The InstallShield Wizard Completed dialog
box appears.
5 Click Finish.
6 Proceed to the next step, Step 31. “Restore the Communication Control
Toolkit 5.0 database” on page 1307.

Step 31. Restore the Communication Control

This step is required only if you installed Communication Control Toolkit 5.0 on
the new server.
Follow the procedure in this section to restore the Communication Control

Toolkit server database.
Restoring data with MSDE 2000

The Communication Control Toolkit server utilizes the built-in capabilities of
the MSDE 2000 database to provide database restore operations. You must shut
down the database to restore it, and then restart it after the database is restored.
Restoring data
The restore procedure for the Communication Control Toolkit server allows you
to restore a database that was previously backed up using the Communication
Control Toolkit server Administration Backup utility. The backup of the
database is a complete backup of the Communication Control Toolkit server
database schema and data.
If you upgrade from an earlier version of Communication Control Toolkit, the

database structure is updated. When the upgrade is complete, you can restore the
data to the database using a backup from a previous install; however, the
database will have the previous Communication Control Toolkit install database
schema—the Communication Control Toolkit upgraded database schema is lost
and your database version will not be synchronized with the new
Communication Control Toolkit installation.
Therefore, only restore a backup if you did not upgrade your Communication
Control Toolkit install since it was backed up. Nortel recommends that you label
your backup files with the Communication Control Toolkit install number so
you are aware of the database schema version (for example,
NCCT_backup_5080.bak).

Each installation supplies an empty database file. This empty database file has
the same database schema version as the installed database. If the system is
upgraded with a new Communication Control Toolkit install that updates the
database structure, then performing a restore using the previous Communication
Control Toolkit install empty database backup file restores the previous install
database schema.
Before you can restore the Communication Control Toolkit 6.0 database, you
must:
Restore the TAPI SP database
Ensure that Communication Control Toolkit services are stopped.
You can restore a Communication Control Toolkit 5.0 database in the following
two ways:
1. Use the Communication Control Toolkit Database Maintenance snap-in
from the NCCT 5.0 Console, which is available from a shortcut on the Start
> All Programs > Nortel > Communication Control Toolkit > NCCT 5.0
Console.
DBComd.exe file is in the Communication Control Toolkit root installation
directory.
Restoring the TAPI SP database

If work with a CS 1000/M1 switch, complete this procedure. If you work with a
CS 2x00/DMS switch, see “Restoring the ICM TAPI database” on page 1309.
You must restore the TAPI SP database before you restore the Communication
ACDProxy service
Telephony service
2 Close the TAPI SP Config utility.
3 Copy in your backed up copy of m1spdb.mdb to overwrite the new one.
ACDProxy service

Telephony service
Restoring the ICM TAPI database

If you work with a CS 2x00/DMS switch, complete this procedure. If you work
with a CS 1000/M1 switch, see “Restoring the TAPI SP database” on page
1308. You must restore the ICM TAPI database before you restore the
Communication Control Toolkit database.
1 Copy in your backed up copy of ntspdb.mdb to the folder
..\Nortel\CCT\ICMTAPI\database on the Communication Control Toolkit
server.
Stopping the Communication Control Toolkit services

stopped.
MSSQL$NNCCTDB
NCCT Server
Service Provider:
ACDPROXY
NCCT TAPI Connector
Telephony
The TAPI services are not supported in a SIP-enabled contact center.

Restoring the CCT database using the NCCT Database Administrator




4 Click the Restore NCCT Database tab.

Result: The Restore NCCT Database page appears.

5 Click Browse.
6 Browse to the path where the backup file is located.

7 Select the backup file, and then click Open.
Result: The Database Admin Properties dialog box appears.
8 Click Restore.
Result: The following confirmation dialog box appears.
9 Click OK.
Result: The database is restored.
10 Click OK.

11 Double-click Services in the right pane of the console.

Result: The Services Properties dialog box appears.
12 Click ReStart All.

13 Click OK.
14 Close and restart the NCCT 5.0 Console.
Restoring the CCT database using DBComd.exe

1 Shut down all Communication Control Toolkit clients.
2 Shut down the Communication Control Toolkit Administration tool.
3 Open the Windows DOS prompt.
4 Change the directory to the installation directory of the Communication

5 Type DBComd.exe restore “C:\Program Files\Nortel\Communication

Control Toolkit\SQL\NCCT_EmptyDB.bak” (where C:\Program
Files\Nortel\Communication Control Toolkit is the location in which you
installed the Communication Control Toolkit).
6 Press Enter.
NCCT 5.0 Console.
8 From the NCCT 5.0 Console, expand NCCT Maintenance, and select
Services in the left pane of the console.



11 Click Close.
What is next?
See Section D: “Migrate Classic Client,” on page 1317

Section D: Migrate Classic Client
In this section
Overview 1318
Step 32. Migrate Filters 1321
Step 33. Migrate historical reports 1323
Step 34. Migrating real-time displays 1338
Step 35. Migrate graphical real-time displays (GRTD) 1344
Step 36. Migrate scheduled assignments 1353
Step 37. Migrate user types 1358
Step 38. Removing associated supervisors 1360

Overview
The procedures in this chapter are required only if you use Symposium Call
Center Server 5.0 administered by at least one Classic Client and plan to
upgrade your Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0; otherwise, see Section E: “Upgrade the product software on the new
server,” on page 1361.
Because Contact Center Manager Server 6.0 does not support Classic Client, if
you use Classic Client to administer your Symposium Call Center Server, you
must migrate your Classic Client data to Contact Center Manager
Administration 6.0.
If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and do not have any Classic Clients in your network,
you need not perform the procedures in this chapter.
This section describes how to migrate the following Classic Client data to
Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
User types
This chapter also describes how to remove associated supervisors from Classic
Client.

Migration Checklist
Classic Client Migration checklist ✓
Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏

Migrate data from Classic Client to Contact Center Manager ❏
Administration.
Filters
Migrate filters ❏
Historical reports
Locate scheduled reports ❏
Migrate or reimport reports ❏

Reschedule reports ❏
Delete reports from Classic Client ❏
Real-time displays
Migrate real-time displays ❏
Graphical real-time displays
Migrate graphical real-time displays ❏


User types
Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent

Remove associated supervisors from Classic Client ❏

Step 32. Migrate Filters
With the filters feature, you can select the sites and resources to be included in a
network-consolidated report. After you create and save a filter, you can apply it
to both standard and private network-consolidated historical reports to view only
the information that you specify in the generated report. When you connect to a
Contact Center Manager Server and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that you define and save.
You can use filters migrated from the Classic Client in Contact Center Manager
Administration. While each of the Classic Client filters contains only one type
of data – either skillsets, applications, route numbers, route names, Dialed
Number Identification Service (DNIS) numbers, or DNIS names – you can add
different types of data to these filters after you import them into Contact Center
Manager Administration by using the filters tabs in Historical Reporting.
With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters.
Use the tool to:
retrieve the existing filter information from the Network Control Center
master database (MDB).
reformat and save filters in the Active Directory.
Migrating filters
1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Note: This tool is used by administrator or webadmin only.
2 Input the path of the Network Control Center filter (database file) or click the
browse button to search for the file.

3 Select the appropriate file.

Result: The Path of NCC Database field is populated.
4 Click Save Data.

Result: The filter is now reformatted and saved to the Active Directory.
5 Click Close.

Step 33. Migrate historical reports
Historical reports are stored differently in Contact Center Manager

Administration and Classic Client.
Classic Client:
Stores all user-defined and user-created reports on supervisor PCs running
Classic Client or on a network PC designated by supervisor.
Stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client.
Contact Center Manager Server:

Stores all custom reports on the Contact Center Manager Administration
server.
Stores and controls the schedules for the reports.
You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration:
User-created reports are customer report templates created with Crystal
Reports and imported into Classic Client. User-created reports and their
schedules can be migrated from the Classic Client if they were created
using Crystal Reports software (version 9.0 or earlier). You can migrate the
following types of user-created reports: Historical, Configuration, and
Parameterized reports.
User-defined reports are user reports saved from the standard Classic
Client reports, such as the Agent Performance report. Contact Center
Manager Server also provides the same set of standard reports. Migrating
user-defined reports involves re-creating the report manually using the
same standard template that exists on Contact Center Manager
Administration, specifying the same criteria, and saving it.
Notes:
User-created reports cannot be migrated if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These
reports must be recreated in Contact Center Manager Server.

If the user-created reports were created with an earlier version of Crystal

Reports 9.0, test the reports for compatibility with Contact Center Manager
Server before deleting them in Classic Client.
In Contact Center Manager Server, historical reports can be shared using
report groups. Consider using this feature as it might reduce the number of
reports required to be imported.
If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.
Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For details about finding user-
created reports, see “Finding user-created reports in Classic Client” on page
1325.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each
user-created report. For details about importing reports, see “Importing
user-created reports into Contact Center Manager Administration” on page
1326.

7. Delete the user-created report from the Symposium Call Center Server. For
details, see“Deleting user-defined or user-created reports from Classic
Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For details about finding user-defined reports, see
“Finding user-defined reports in Classic Client” on page 1330.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For details, see
“Defining user-defined reports in Contact Center Manager Administration”
on page 1330.
5. Delete the user-defined report from the Symposium Call Center Server. For
details, “Deleting user-defined or user-created reports from Classic Client”
on page 1337.
Finding user-created reports in Classic Client

Perform this procedure on each supervisor client.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column.

5 Right-click on each user-created report and note the path to the location
where the file is stored.
Importing user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Galway server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.
4 Click the Next button.

5 (Optional) Select the box Synchronize report template from the network
drive.
Notes:
If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source
report template on the network drive/PC, you do not need to import the
report to the Contact Center Manager Administration server.

To use this option, ensure the network PC is preconfigured to use it.

See the Contact Center Manager Administration Installation and
Maintenance Guide or contact your administrator for details.
6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Note: Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
Note: To import a historical report, enter the database alias. This is the
database view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.
9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.

12 Click Finish.
Result: The report is added to the list in the Reports window.
Notes:
If you select the Configuration option, you do not need to specify an
alias.
To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
The Timestamp field is not required for a configuration report.
For more information about importing reports, see the Contact

Center Manager Administration online Help.
Finding user-defined reports in Classic Client

4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.
5 Save the report as a private report or to a shared report group and
schedule it.

Locating scheduled reports in Classic Client

Because reports might be stored on individual PCs or on the network, it is
important to locate the reports and make note of each report location or network
path prior to migrating it. To see all of the current scheduled reports prior to
migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.

Schedule reports
For more information about scheduling reports, see the Contact Center Manager
Supervisor’s Guide.
Defining the report schedule

1 From the Time zone list, select the time zone in which you want to run or
schedule your report.
ATTENTION
The schedule time that you specify is based on the
time zone that you choose. However, the system
translates the schedule time that you enter to the time
zone in which the Contact Center Manager
Administration server is located. The report is
generated at the time and in the time zone you specify,
but the timestamp at the bottom of the generated
report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted
on the web site www.nortel.com.
2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y: Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button if you want to generate a report every 15 minutes
between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then
enter the times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.

At X every day/specific days of the week/specific dates: Select to

generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range
At X today/every day/days of the week/specific dates: Specify the time
at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “Defining output options” on page 1333.
Defining output options

After you set up the report schedule, define the way the system generates it. You
can specify whether you want to print the scheduled report when it is generated
or save it as a file, or both. If you choose to print the report, you can select the
paper size.

You can also specify one or more e-mail addresses to which the system can send
notification that the report has been generated successfully, or that there were
problems preventing the report from being generated. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure, enabling you to repair the problem and generate the report again.
Note: If you choose to print the report to a file, you must specify a shared folder
to which the Contact Center Manager Administration server sends the output
file. This folder can be on your computer, on another computer in the network,
or on the Contact Center Manager Administration server. If the folder that you
specify is on a computer other than the Contact Center Manager Administration
server, the computer must be within the same domain as the Contact Center
If you want to send a scheduled report to a printer, ensure that your
administrator has configured a default printer on the Contact Center Manager
Administration server. If a default printer has not been defined, then you can
only send reports to a file.
1 Select the print check box
OR
Select the output to file check box.
OR
Select both.
2 To print the report:
from the Printer list, select the printer to which you want to print the
scheduled report.
From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.

For example, to send the Agent Performance report to a shared folder on

the Contact Center Manager Administration server where server computer
name is appsrvr, the shared folder name is reports, and report name is
agent, type \\appsrvr\reports\agent in the Output box.
Note: Click the Save file under different name each time check box if
you want the system to save the report with a different name each time it is
generated. If you do not check this box, the system overwrites previously
generated reports with the updated versions every time a report is
generated.
4 From the Format list, select the export file format that you want to use.
5 Click the Send notification e-mail to check box if you want the system to
notify you when the report has been generated.
6 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
7 Click Submit.
Result: The report is saved.
8 Click Activate.
Activating a report
You can activate a report schedule in two ways:
You can click Activate in the Report Properties window after you
schedule a new report and click Submit, or after you modify an existing
report schedule and click Submit.
You can click Activate in the Scheduled Events window. For details, see
the following procedure:
2 Select the report that you want to activate.
3 Click Activate.

Deactivating a report
You can deactivate a report schedule in two ways:
Click Deactivate in the Report Properties window when you are viewing
the properties of a scheduled report.
Click Deactivate in the Scheduled Events window. For details, see the
following the procedure.
2 Select the report that you want to deactivate.
3 Click Deactivate.
Result: The report schedule is deactivated.
Deleting a report schedule from Classic Client


Result: All of the reports currently scheduled are displayed.
5 From within Scheduler, right-click the schedule.

6 Select Delete.
Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
1 From the system tree, select the report and choose Report > Delete.
ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.

Step 34. Migrating real-time displays
There are two types of real-time displays: Classic Client and Contact Center
Manager Server.
Classic Client
Stores custom real-time display formats on the PCs running Classic Client.

Stores custom real-time display formats on the Contact Center Manager
Requires custom real-time displays be recreated in Contact Center Manager
Server.
Note: Contact Center Manager Server supports public real-time displays. If

many users use the same real-time display, then it only needs to be recreated
once as a public display format.
Migrating real-time displays

2 Expand Reports & Displays.

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window appears.
4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties dialog box appears.
6 Under the General tab, note the Refresh Rate and the View Mode.
7 Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time
display
formulas listed for each column in the Formula field

configuration settings listed under Selected Column

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.

11 Create new displays of the same type that you noted from Classic Client.

12 Under the Properties tab for each display, configure the properties for the
new display using the information from Classic Client.
13 Under the Columns tab for each display, configure the columns for the new
display using the information from Classic Client.

Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not
able to recreate the displays in Contact Center Manager Administration
exactly as they are configured in Classic Client.

Step 35. Migrate graphical real-time displays

(GRTD)
To migrate graphical real-time displays from Classic Client to Contact Center

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays in Contact Center Manager Administration.
Time charts are not available in Contact Center Manager Administration.
You can create connections after the supervisor creates all their constituent
displays.
Migrating application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.
1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center


Result: The Data Display tab appears.
4 Note the Data Display parameters of this billboard.


Result: The Data Action tab appears.
6 Note the Data Action parameters of this billboard.





graphical display.
Agent Agent Map
to create.
real-time display in Classic Client.
17 Repeat this procedure for each of the application and skillset billboards that

Migrating application and skillset charts

1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
Result: The Data Display tab appears.
4 Note the Data Display parameters of this chart.

Note: Take particular note of the chart type.


Result: The Data Action tab appears.
6 Note the Data Action parameters of this chart.





graphical display.
Agent Agent Map
to create.
real-time display in Classic Client.
17 Repeat this procedure for each of the application and skillset charts that

Step 36. Migrate scheduled assignments
Set up the schedules of agent-to-skillset and agent-to-supervisor assignments

after migrating them from Classic Client to Contact Center Manager Server.
Classic Client
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.

Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Server uses the Window Task Scheduler, which is part of the Contact
Center Manager Administration server's operating system, to schedule
assignments.
Open and schedule each assignment through the Contact Center Manager Server
component in Contact Center Manager Administration.
After scheduling the assignment in Contact Center Manager Server, delete the
schedule from Classic Client. If the schedule is not deleted from Classic Client,
the assignment runs twice.
ATTENTION
Ensure that all the schedules are removed prior to
upgrading to Contact Center Manager Server.
Migrating agent-skillset and agent-supervisor scheduled

assignments


Assignments.

Result: The schedule information appears.
5 Note the schedule information.

7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.

9 Select the server in the server tree.

10 Click on the Agent Skillset Assignments folder or Agent Supervisor
Assignments folder.
11 Select each assignment.
Result: The schedule information is displayed in the Save/Schedule

Assignments section.

12 Enter the schedule data in the Save/Schedule Assignments section.
13 Click the Schedule button.

Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments

Assignments.
Result: The schedule information is displayed.
5 Update the schedule to Not Scheduled.
6 Click Save.

Step 37. Migrate user types
With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.
Desktop user: Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.
Desktop Supervisor user: A supervisor in the contact center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.
Desktop Supervisor Agent user: A supervisor in the contact center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, can perform certain actions within the
Classic Client.
Supervisor user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client.
Agent user: Assigned to a skillset used to take calls within the contact center.
Supervisor Agent user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.
The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you see all six types of users. When migrating from Classic
Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.
Migrating Desktop users

The Desktop user type is available in Server Utility. Sysadmin can log on to the
Server Utility to administer this user (for example, to change the password).

Migrating Desktop Supervisor users

Migrating Desktop Supervisor Agent users

Migrating Supervisor users

Migrating Agent users

Migrating Supervisor Agent users


Step 38. Removing associated supervisors
In Contact Center Manager Administration 6.0, the partitions feature replaces

the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
Note: If this step is not performed, Contact Center Manager Administration

removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client

2 Select User Administration.
3 Double-click Users.
Result: A list of all users is displayed.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.

Section E: Upgrade the product

software on the new server
In this section
Overview 1362
Step 39. Copy the latest Service Update to the server 1363
Step 40. Map a drive to the source location of the product software 1364
Step 41. Shutdown Symposium Call Center Server services 1367
Step 42. Upgrade the Contact Center Manager Server software 1368
Step 43. Configure Contact Center Manager Server (optional) 1392
Step 45. Upgrade the Contact Center Manager Administration component1413
Step 46. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 1428
Step 47. Remove Terminal Server (optional) 1438
Step 48. Upgrade CCT 5.0 to CCT 6.0 1440
Step 49. Install the Server Utility (optional) 1450

Overview
Follow the procedures in this section to upgrade or install the following software
on your co-resident server:
Upgrade Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0
Install License Manager
Upgrade Symposium Web Client 4.5 to Contact Center Manager
Administration 6.0
Upgrade TAPI Service Provider 3.0 or Communication Control Toolkit 5.0
to Communication Control Toolkit 6.0
Install Server Utility (you can install the Server Utility with Contact Center
Preinstallation checklist
Before you upgrade or install the server software, ensure that you complete all
the required premigration and preinstallation steps. For more information, see
Section A:“Prepare the original server” on page 1151 and Section C:“Install the
product software on the new server” on page 1249.

Step 39. Copy the latest Service Update to the

server
Before you install the Contact Center Manager Server software, copy the latest
Service Update (SU) and Service Update Supplement (SUS) to the root of drive
D:\ on the server.
ATTENTION
The installation program automatically installs all the
SU and SUS for the Contact Center Manager Server
located at the root of drive D:\, during installation of
An SU is included on the Contact Center Release 6.0 DVD shipped with your
software.
Copying the Service Updates to the server

1 Insert the Contact Center Release 6.0 DVD into the DVD-ROM drive.
Note: If you are installing from a remote DVD or a network shared drive,
map the DVD to a drive letter on the server. The path name of the drive or
directory that contains the copy of the DVD cannot contain spaces or
underscores.
2 Navigate to the Supplementary SU folder on the DVD (for example,
CCMS_6.0_SU_92.msi), and copy the SU and the corresponding Readme
file to the root of the drive D:\ of the server.
Note: If you are installing a SIP enabled Contact Center, you must copy
3 On another computer, check for a more recent SU on the Enterprise
Solutions PEP Library Web site at http://www.nortel.com/espl. If the Web
site contains a more recent SU, then copy it to the D:\ drive of the server as
well.

Step 40. Map a drive to the source location of

the product software
If your DVD drive is already a mapped network drive, you can proceed to Step
41. “Shutdown Symposium Call Center Server services” on page 1367.
ATTENTION
To upgrade Symposium Web Client 4.5 to Contact Center
Manager Administration, you must map your DVD drive as
a network drive even if the DVD drive is a local drive to the
server. If you do not map your DVD drive, the upgrade can
fail.
Mapping a drive to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the Contact Center
Manager Administration server DVD-ROM drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree.
Result: The DVD Properties window appears.

5 In the DVD Properties window, select the Sharing tab.

Result: The Sharing window appears.
6 Select Share this folder.

7 In the Share name text box, type your share name.
8 Click Apply.
9 Click OK.
Result: The DVD Properties dialog box closes.
10 In Windows Explorer, select the Tools menu.
11 From the menu, select Map Network Drive.
Result: The Map Network Drive window appears.

12 In the Folder text box, enter the server details in the form of
\\<server>\<share>, where <server> is the system that contains the
physical DVD media and <share> is the share name.
13 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.

Step 41. Shutdown Symposium Call Center

Server services
Before you upgrade to the new Contact Center Manager Server, you must
shutdown the services on the original server.
Shutting down the Symposium Call Center Server services

1 From the Start menu, choose Programs > Symposium Call Center
Server > Shutdown.
Result: The Symposium Call Center Server Shutdown window appears.
2 Click OK to shut down the server.

Result: The Symposium Call Center Server services shut down. This can
take several minutes. The Service Status Log window then appears.
3 Click Accept to exit the utility.
4 If you cannot shut down the Symposium Call Center Server services, you
can use serman man to set the services to Manual so that when you restart
the server the Symposium Call Center Server services do not restart.
Result: Symposium services are set to Manual. When the server is
restarted, the Symposium services cannot start automatically.


Server software
Follow this procedure to upgrade the Contact Center Manager Server software.
Upgrading the Contact Center Manager Server software

If you have multiple Administrator accounts, note the administrator account
used here for future reference. You must always use the same
Administrator account to install or uninstall the Contact Center Manager
Administration software, Service Updates, Service Update Supplements, or
designer fixes and patches.
2 Browse to the drive that you mapped to the source location of the product
software.
OR
page 1364.
If more than one Welcome to Nortel Contact Center 6.0 window appears,
close out of both windows and browse to the mapped DVD drive again.

5 Click Open.

License Manager

7 Click Install.
Result: The INSTALLATION ORDER dialog box appears. All of the
8 Click Start.

9 Click Remove.
Result: The Symposium Call Center Server software is removed and then,
the Contact Center Manager Server Welcome dialog box appears.

10 Click Next.
Result: The Service Update Information window appears, and then the
preinstallation checker starts. The Pre-Install Check dialog box appears.

You can ignore the warning about Sybase because this is an upgrade not a
new install.

12 Click OK.
Result: The CCMS Configuration dialog box appears.
13 To enter all configuration data after the installation, select the Enter
installation option, click Next, and then go to step 48.
OR
To enter all of the configuration data before you install the software, select
the Enter configuration data now to complete CCMS configuration
automatically option.

14 Click Next.


17 Click Next.
switch.


20 If you have a Communication Server 1000/Meridian 1 switch, in the Serial
Number box, type the switch auxiliary ID.

OR
page 1378.
OR

Option 1

in length.
the switch.
d. Click Next.


OR
type 10008.
OR

Option 2
page 1378.

in length.

28 Click Next
subnet.
subnet.
31 Click Next.

32 Click Next.

34 Click Next.
server.
replication server.
39 Click Next.


43 Click Next.
server.
45 Click Finish.

46 Click Continue.

48 Click Begin.
49 If you did not enter your server requirements before the installation, go to
Step 43. “Configure Contact Center Manager Server (optional)” on page
1392.
OR
If you entered the configuration information during the installation, continue
with step 50.
Result: If you receive the following error message during the installation,
click Retry and the installation will continue.
“Error 1500. Another installation is in progress. You must complete that
installation before continuing this one.”

The following dialog box appears.

The CCMS installation success dialog appears.
51 Click OK.
Result: The CCMS PRD dialog appears.
52 Click Cancel.

Server (CCMS) dialog box appears.
53 Click Finish.

components.
OR
OR
If you do not plan to install any other Nortel Contact Center components on
this server, continue with Section F:“Postupgrade tasks” on page 1455.

Step 43. Configure Contact Center Manager

Server (optional)
from step 49 on page 1387.
If you configured Contact Center Manager Server, you can proceed to Step
44. “Install the License Manager on the co-resident server” on page 1409. If you
already installed the License Manager, proceed to Step 45. “Upgrade the
Contact Center Manager Administration component” on page 1413. If you do
not plan to install any other Nortel Contact Center components on this server,
continue with Section F: “Postupgrade tasks,” on page 1455.
Configuring your CCMS setting after installation

1 Wait for the Customer Information dialog box to appear.
Result: The Customer Information dialog box appears.


4 Click Next.
switch.


7 In the Serial Number box, type the serial number for the switch.

OR

14 Click Next
subnet.
subnet.
17 Click Next.
page 1397.
OR

Option 1

in length.
the switch.
d. Click Next.


OR
type 10008.
OR

Option 2
page 1397.

in length.

19 Click Next.

21 Click Next.
server.
replication server.
26 Click Next.


30 Click Next.
server.
32 Click Finish.

33 Click Continue.
35 Click Yes.



37 Click OK.
38 Click Cancel.

Result: The InstallShield Wizard Completed dialog box appears.
39 Click Finish.

components.
OR
OR
If you do not plan to install any other Nortel Contact Center components on
this server, continue with Section F:“Postupgrade tasks” on page 1455.


co-resident server
This procedure is a continuation from Step 42. “Upgrade the Contact Center
Manager Server software” on page 1368.


2 Click Next.



5 Click Begin.

6 Click Finish.
7 Continue with the next procedure, Step 45. “Upgrade the Contact Center
Manager Administration component” on page 1413.


Administration component
This procedure is a continuation from Step 44. “Install the License Manager on
the co-resident server” on page 1409.
ATTENTION
Do not close any of the installation windows. You must
configure a few components before you continue with the
If Windows Server 2003 is installed with Service Pack 1, you must turn on (data
execution prevention) DEP for essential Windows programs and services only.
For more information, see “Configure Data Execution Prevention” on page
2500.
Installing Crystal Enterprise 10 Embedded software

To work with the Report Creation Wizard component in Contact Center
Manager Administration, you must first manually install the Crystal Enterprise
10 Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so stops the Contact Center


Result: If this is the first time you are inserting the Contact Center Manager
2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.


5 Click Next.




9 Click Next.
appears.

10 When the installation is finished, the Completed window appears.
11 Click Finish.
Installing Crystal 10.0 Common Hotfix patch

Crystal Enterprise 10 Embedded software, and before you install Contact Center
As hot fixes for known issues with third-party software (for example, Crystal,
Sybase, and Windows) become available, Nortel provides these hot fixes in a
folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager
installation DVD.
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
Step 50. “Install required hot fixes for third-party software” on page 1457.

Result: If this is the first time you insert the Contact Center Manager
2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
screen appears.
5 Click Next.


Result: Windows appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
11 Click Yes.
12 Click Finish.
ATTENTION
After you install the Crystal 10.0 Common Hot Fix and
install the Crystal Reports 10.0 Hot Fix found on the
DVD in the following location:
Supplementary SU\CCMA\Hot Fixes. For more
information, see Step 50. “Install required hot fixes for
third-party software” on page 1457.
Upgrading the Contact Center Manager Administration

server or new server.



replicating ADAM with another server, the ADAM replication service must be
stopped on each replicating server until the upgrade is complete.
Stopping replication on replicating servers

2 In the text box, type cmd.
3 Click OK.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.
Note: This command must be executed on all replicating servers.
Upgrading from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0 on the same server
server.
Before performing this procedure, you must ensure that you completed the
following tasks:
You must map your drive to the source location of the product software. If
you did not map your drive to the source location of the product software,
page 1364.
replicating ADAM with another server, you must stop the ADAM

replication service on each replicating server until the upgrade is complete.

For details about stopping replication, see “Stopping replication on
replicating servers” on page 1421.
If you have multiple Administrator accounts, you must note the
2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
page 1364.
5 Click Open.
Result: The Contact Center Manager DVD installer main menu appears.

6 Select Contact Center Manager Administration from the components

list.
7 Click Install.
Result: The InstallShield Wizard checks that the required components are
installed on the system. If the required components are installed, the
Welcome to Contact Center Manager Administration Setup Wizard window
appears, immediately followed by the Upgrading the Contact Center
Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to

the upgrade taking place.

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
and then click Retry to continue with the upgrade. Occasionally, the
window notifies you that you must close the
Add or Remove Programs window. In this case, click Retry. If the
upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Contact Center Manager
Administration. If you attempt to upgrade to a previous version, a message
box appears, prompting you to end the upgrade process.
iceAdmin user account. This user has full administrative privileges and is
required for proper Contact Center Manager Administration functionality.

This window appears every time you install or upgrade Contact Center
Manager Administration. While you must type a password each time, it
does not have to be a new password; you can type the same password
each time.
10 In the Old Password text box, type the old password for this account.
If you forget or misplace the old password, then you must manually reset it
before you can continue to install Contact Center Manager Administration.
Without halting this upgrade installation, perform steps 1 to 7 in the
procedure “Resetting the iceAdmin password in Windows” on page 3083,
and then return to this step to continue the upgrade process. Use the
password that you supply during the reset procedure as the Old Password
in this step.
After you install Contact Center Manager Administration, you can change
this custom password. For details, see Step 65. “Change the iceAdmin user
account password (optional)” on page 1549.
11 In the New Password text box, type the new password for the iceAdmin
user account.
Notes:
It is not necessary to change your iceAdmin password to a new
password. If you want to keep the old password, type the same
password in the New Password text box.

If you choose to change the iceAdmin password, any shares configured

for exporting historical reports using the iceAdmin password must be
reconfigured.
13 Click OK.
with installing the Crystal Reports templates and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
Note: If you already have a version of Symposium Web Client installed and
are now performing an upgrade, the system modifies the identity
credentials of any scheduled tasks that you have saved in Contact Center
Management and Historical Reporting. If there are many tasks, this process
may take a few minutes. When the program finishes, the Installing
ServerSoapInstall window appears.
14 Click Finish.
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.
15 Click Yes.
Enabling replication after the upgrade is complete

If you disabled replication on any replicating servers during the upgrade,
perform the following procedure on each replicating server to re-enable
replication.
2 In the text box, type cmd.
3 Click OK.
5 To enable outbound replication, type
repadmin /options -DISABLE_OUTBOUND_REPL.

6 Press Enter.
What is next?
To upgrade TAPI 3.0 to Communication Control Toolkit 6.0, see Step
46. “Upgrade TAPI 3.0 to Communication Control Toolkit 6.0” on page 1428.
Toolkit 6.0, see Step 48. “Upgrade CCT 5.0 to CCT 6.0” on page 1440.

Step 46. Upgrade TAPI 3.0 to Communication

Control Toolkit 6.0
This step is required only if you installed TAPI 3.0 on the new server. If you
installed Communication Control Toolkit 5.0 on the new server, see Step
48. “Upgrade CCT 5.0 to CCT 6.0” on page 1440. If you installed neither TAPI
3.0 nor Communication Control Toolkit 5.0, see Step 49. “Install the Server
Utility (optional)” on page 1450.
You can upgrade TAPI 3.0 in a Contact Center installation.
ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.


ACDPROXY
MSSQ$NNCCTDB
NCCT Server

Telephony
6 Click Next.



software.







13 Click Finish.





Services.
20 Click Services.
automatic:
Nortel MPS Service

Nortel RSH Daemon

22 To install Server Utility, proceed to Step 49. “Install the Server Utility
(optional)” on page 1450. This step is optional.
OR
Proceed to Section F: “Postupgrade tasks,” on page 1455.

Step 47. Remove Terminal Server (optional)
If you plan to upgraded TAPI 3.0 to the Communication Control Toolkit 6.0,
this step is not required and you can proceed to Step 49. “Install the Server
When you install Symposium Web Client 4.5, Terminal Server is automatically
installed. If you did not remove Terminal Server after you installed Symposium
Web Client 4.5, you must remove it before you can upgrade the Communication
Control Toolkit 5.0 to the Communication Control Toolkit 6.0. To remove
Terminal Server, complete the following procedure.
Removing Terminal Server

3 Clear the Terminal Server check box, and then click Next.
Result: The Terminal Server Setup dialog box appears.
4 Click Next.
Result: Terminal Server is removed and the Completing the Windows
Components Wizard dialog box appears.
5 Click Finish.
Result: A message appears stating that the computer must be restarted
before the new settings will take affect.
6 Click Yes.
Result: The server is rebooted.
When you remove Terminal Server, Remote connections are disabled. If
you use Remote Desktop, complete the following procedure to re-enable
Remote connections.

Enabling Remote connections

1 Right click My Computer and select Properties.
2 Select the Remote tab.
3 Select the Enable Remote Desktop on this computer check-box.
Result: A message appears stating that local accounts might not have
passwords. Account used for remote connections must have passwords.
4 Click OK to close the message dialog box.
5 In the System Properties window, click Apply, and then click OK.

Step 48. Upgrade CCT 5.0 to CCT 6.0
This step is required only if you installed the Communication Control Toolkit
5.0 on the new server. If you installed TAPI 3.0 on the new server, see Step
46. “Upgrade TAPI 3.0 to Communication Control Toolkit 6.0” on page 1428. If
you installed neither TAPI 3.0 nor the Communication Control Toolkit 5.0, see
Step 49. “Install the Server Utility (optional)” on page 1450.
Before you install any software, you must:

ensure that the Microsoft Management Console snap-in is closed
ensure that the Performance Monitor snap-in is closed
ensure that the Hyperterminal is closed
ensure that the Performance Monitor service is stopped
ensure that the RAS service is disabled
ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.


ACDPROXY
MSSQ$NNCCTDB
NCCT Server

Telephony
6 Click Next.



software.







13 Click Finish.





Services.
20 Click Services.
automatic:
Nortel MPS Service

Nortel RSH Daemon

22 To install Server Utility, proceed to Step 49. “Install the Server Utility
(optional)” on page 1450. This step is optional.
OR

Step 49. Install the Server Utility (optional)
This step is optional. If you do not plan to install the Server Utility, proceed to
Section F: “Postupgrade tasks,” on page 1455. This procedure is a continuation
from Step 46. “Upgrade TAPI 3.0 to Communication Control Toolkit 6.0” on
page 1428 or from Step 48. “Upgrade CCT 5.0 to CCT 6.0” on page 1440.

1 On the INSTALLATION ORDER window, click Restart.

2 Click Next.


5 Click Next.
6 Verify the destination folder, and then click Next.is correct:


7 Click Install.

window appears.

9 Click Finish.
10 Click Finish.
What is next?

Section F: Postupgrade tasks
In this section
Step 52. Download and apply the latest CCMA Service Updates 1462
Step 53. Change the server name and IP address (optional) 1469
Step 56. Prepare the new server for full service 1477
Step 59. Configure License Manager Service 1494
Step 60. Configure logon warning message (optional) 1498
Step 64. Configure new ADD 6.0 parameters on the server (optional) 1546
Step 66. Install the XML Automated Assignments feature (optional) 1553
Step 68. Ensure computer name of CCMA server is correct on client PCs1558


Step 79. Confirm that the CCT services started 1642
Step 91. Other post-installation tasks for Contact Center Manager Server 1727


Crystal, and Windows) become available, Nortel provides them in a folder
located on the Contact Center Manager installation DVD.

4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that are issued since the release of the installation
DVD. Hotfixes issued since the release of the installation DVD are located
on www.nortel.com/espl in the folder for the service update (SU) or service
5 To register for the ESPL web site, follow the instructions listed at


Updates
Before you begin

plan to install.

already installed.
3 To download the patch, navigate to the PEP Library Web sites located at
www.nortel.com/espl and download the patch you require.
OR
5 Double-click the <SU_D>.msi or <SUS_ID> file associated with the patch.

6 If you receive a prompt to view the Readme file, click Yes. Review the
7 Click Yes.

8 Click Next.
9 Click Install.
dialog box appears.

10 Click Finish.
11 Click Yes.



Service Updates
Update and Service Update Supplements for Contact Center Manager
Administration from www.nortel.com/espl.

CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure
technician.
Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous list are examples only.


Supplements
Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location, and installed on the recommendation
of a Nortel support technician.

ATTENTION
Administrator account with which you log on to the server. If
you have multiple Administrator accounts, ensure that you
always use the same account to install or uninstall Service
Updates, Service Update Supplements, and Designer Patches
on the server. If you install an update with one account, and
then try to install the next update or uninstall the current patch
while logged on as a different account, the installation or
uninstall fails.

Before installing the Service Update or Service Update Supplement, Nortel

Nortel Contact Center > Manager Administration > Patch Viewer. You
cannot install a patch that is older than an update that is already installed.
Likewise, you cannot install a Service Update Supplement unless the applicable
Service Update is installed.

WinZip).

2 In Windows Explorer, open the Contact Center Manager installation DVD
and browse to the Supplementary SU folder. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that are issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at


CCMA_6.0_SU_02.msi.
Note:
you are installing, such as a list of dependent patches, any pre- or post-
installation tasks that you need to perform, or the need to stop any
If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted, and a notification window appears.
Click Cancel to exit the installation. If you require the older Service
Update, you must manually uninstall the newer patch, and then run the

8 Click Next.
Note:
If you install a new Service Update on a server that contains an existing
Service Update and perhaps some Service Update Supplements, the
system removes these patches before installing the new one. The
Installed patches found window appears, listing the current installed
patches.
the patches, the installation of the new patch proceeds. See step 9.

9 Click Install.
installation.

window appears.
10 Click Finish.
restart the server.

Step 53. Change the server name and IP

address (optional)
To change the name of the new server and the IP address back to the original
name and IP address, see “Change the co-resident server name” on page 2872
and “Change the co-resident server IP address” on page 2895.


Nortel user accounts as soon as you finish the upgrade.
Assigning new passwords

To assign new passwords, you need not know the default passwords for

NGenSys
NGenDist
NGenDesign
ATTENTION


Management.
6 Click Proceed.
Password box.

9 Click OK.
10 Click OK
server.
procedure.
ATTENTION
After you change the passwords, remember to log on as
NGenSys. You must log on as NGenSys to monitor and
manage the server.

service
2 Click Services.

6 Click OK.
ATTENTION
manage the server.
Password security

ATTENTION
step. To add your server to a domain, see Step 86. “Add
server to domain (optional)” on page 1695 for information
about configuring the NGen user groups for remote access
in a domain environment.

4 Click the File menu, and then choose New > Item > Advanced.


Result: The Callers page appears.

Result: The pcAnywhere Caller Properties: New Caller dialog box appears.
8 On the Identification tab, select User.



12 Select the Superuser option.

reappears.

Step 56. Prepare the new server for full

service
You must complete a series of steps before you put Release 6.0 of Contact
Center Manager Server into full service.
Preparing the server for full service

1 Ensure the old server is offline. If not connected, connect the new server to
the network. Restart the server to begin using the Release 6.0 Contact
Center Manager Server software.
Note: If you are using Linkplexor and Linkplexor co-resides with Contact
Center Manager Server, then you must connect a dongle to the new server.
2 Verify the proper operation of the Contact Center Manager Server software
on the new server.
3 Create a Platform Recovery Disk for the new server if you bypassed this
step during the configuration. Without this disk, the server cannot be
restored if there is a system failure. See “Create a Platform Recovery Disk”
on page 2357.
4 Back up the new database. See Chapter 11, “Back up data.”
Note: Nortel recommends that you back up the database on the new server
before putting the server into full service.
5 If your server is equipped with RAID, rebuild your RAID drives when you
are satisfied with the operation of the new release of Contact Center
Manager Server.
6 Determine whether you need to perform database expansion to increase
the amount of available space on your new server for database use.

If you have either additional partitions or larger partitions on your new

server, you must use the Database Expansion utility to expand the
database into this extra space. For more information, see “Database
Expansion utility” on page 2546.
ATTENTION
If you expand your database, then you must create a new
Platform Recovery Disk afterward. For details, see “Create
a Platform Recovery Disk” on page 2357.


Creation Wizard
function.

Manager.
left pane.

5 Right-click the RCW folder, and then select Properties from the resulting
menu.

6 Click Create to create an application

7 From the Execute Permissions list, select Scripts and Executables.

appears.
computer).

12 Select DefaultAppPool.
Result: RCW appears as a default web site in the right pane.



servers running Windows Server 2003 after you install Contact Center Manager
Administration. This procedure replaces the anonymous user account in IIS
[IUSR_ComputerName] with a custom user account that is created during
Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.
The two main parts to this procedure are described in this section:


IIS



5 Click Proceed.
7 Click OK.
8 Click OK.
Manager.

computer).




15 Click Browse.
16 Click Advanced.

17 Click Find Now.


click OK.
19 Click OK.

21 Click OK.
window reappears.
26 In the text box, type iisreset.
27 Click OK.








Result: The LM Service – Configuration Setup dialog box appears.
5 Enter the Primary LM Server IP address/port number information.


LMService.log file.
LMService.log file.
the log file size.
Result: The Configuration Completed dialog box appears.
10 Click OK.
Result: A dialog box appears, prompting you to restart the License
Manager Service.
12 Click OK.

Step 60. Configure logon warning message

(optional)
You can customize a warning message that appears when users attempt to log on
to the Contact Center Manager Administration server. By default, this feature is
turned on in the Contact Center Manager Administration software; however, a
message is not visible unless you configure your message title and text in the
Local Security Policy tool of Windows Server 2003.
Note: If you already have a domain security policy in place with a log-in
warning message configured, you cannot change the log-in warning message
using this procedure. In this case, you must contact your Administrator to
change the log-in warning message.


Complete the following procedures to configure your warning message.




6 Type your message title into the text box.

7 Click Apply.

8 Click OK.
11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.



message that appears is shown in the text box as read-only.
5 Click OK.
ATTENTION
contact center, this setting needs to be set on each Contact


addresses:


Note: The IP multicast address that the server in Contact Center Manager Server
uses to send data must be configured on Contact Center Manager Server. This

After you configure the multicast addresses, you can choose the method by
real-time displays, and while the system is retrieving data, an icon appears on
clients.

Note: The unicast communication option applies only between the Contact
Center Manager Administration server and the client PCs. Because the Contact
Center Manager Administration server receives all the raw data from each server
in Contact Center Manager Server through multicast channels, this network

Note: If you choose, at a later date, to multicast-enable your entire network, you
can do so without upgrading Contact Center Manager Administration.

This type of data transmission enables users to view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and

Real-time displays viewed on one client PC that use the same data stream share
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.



nodal real-time displays only if there is a Contact Center Manager
in the network
both nodal and network-consolidated real-time displays if the network
Note: Agent Desktop Display and Emergency Help notifications are not
available on client PCs that only receive unicast data.

Note: If you are configuring a replicating server, you must ensure that the Real-
Time Reporting Configuration settings on the replicating server match the Real-
Time Reporting Configuration settings on the primary server.





Center Manager Server. However, it must be different from the IP Send
ATTENTION
If the server in Contact Center Manager Server is part of
a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).


Example
server Output Rate is 7 seconds, then the data on the client PC cannot
refresh faster than every 7 seconds, regardless of the refresh rate that
the user chose in Real-Time Reporting.
ATTENTION
You need to increase the OAM Timeout value if the
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Your contact center has a large numbers of agents or
skillsets. In this case, it is not be possible to return a

mode that is required for the site. Choose one of the following:
Result: If you select either Unicast or Multicast and Unicast, the Maximum
Unicast Sessions area appears at the lower section of the window.


indicating that the connection is not allowed. For information about entering
the appropriate value, see the Contact Center Manager Administration
11 Click OK.
ATTENTION

The Emergency Help component only functions if you are using the multicast
to the client PC.
Note: If you are configuring a replicating server, you must ensure that the
Emergency Help Configuration settings on the replicating server match the
Emergency Help Configuration settings on the primary server.



7 Click OK.
ATTENTION



1. Creating a shared folder for exporting scheduled reports.
2. Configuring a shared network folder for synchronizing reports.
computer.

scheduled reports.


Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
these steps:
steps:
Everyone.
To export scheduled report files to the Contact Center Manager Administration

server, in the Output box on the Report Properties window, type the path to the
shared folder where the report is sent. The path must have the format \\<Contact
Center Manager Administration server name>\<shared folder name>\<file
name>, without the file extension. For example, if the Contact Center Manager
Administration server computer name is appsrvr, the shared folder name is
reports, and the report name is agent, type \\appsrvr\reports\agent in the Output
box.
Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.


Scheduled Report

PC with the same
domain server.

Scheduled Report

destination PC.
You can only export scheduled reports to client PCs that are within the same
and Groups > Users.
folder
Note: When iceAdmin password is changed on the Contact Center Manager



Note: This option cannot work when the client PC is outside the domain of the
Output box.


imported report in Contact Center Manager Administration (either ad hoc or
stored to see if any changes are made to it. If the original report changed, the
system synchronizes these changes with the imported report before running it.
This process is automatic and invisible to the user.
you do so only when no reports are running (either ad hoc or scheduled).

to the security policy of your organization.
ATTENTION
online Help, or run the report ad hoc whenever the
network location.

imported reports
security account of the server default web site must be set to the network
the server default web site to the network domain account” on page 1531.
After you set the directory security account of the server default web site to



or
on page 1526.
templates.



Result: The Sharing tab dialog box opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower section of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks can appear.
8 Click Apply.
9 Click OK.
window.

and then click OK.

Notes: If you choose this option, you must keep in mind that you must maintain
two additional accounts on the client PC. There are also possible security issues
involved since the Contact Center Manager Administration server uses these
accounts to run the web site.


templates.
from the menu.

11 Click Create.


14 Grant read permissions to both these accounts. On the client PC, open
Windows Explorer.




available).
21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
27 Click Apply.
account.
window.

security account of the server default web site to the network domain account.
Setting the directory security account of the server default web site
After you set the directory security account of the server default web site to the
network domain account using this procedure, proceed to“Option 1: Sharing the

6 Click Add.
or
8 Click OK
resolution.

computer).
from the menu.



15 Click Browse.
16 Click Advanced.

17 Click Locations.
19 Click Find Now.
then click OK.
21 Click OK.
empty.
23 Click OK.
28 Type iisreset.
29 Click OK.

or
server's default web site must be set to the network domain account. If you are
the procedure“Setting the directory security account of the server default web
procedure.
templates.




7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower portion of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks can appear.
8 Click Apply.
9 Click OK.
window.


and then click OK.
default web site must be set to the network domain account. If you are using the
procedure“Setting the directory security account of the server default web site to
the network domain account” on page 1531, before you begin this procedure.

domain account is used on the Contact Center Manager Administration
server for IIS directory security. The domain account is the account that
you need to use in this procedure.
If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report > Synchronize user imported report templates. (For
scheduled reports only. Ad hoc reports can read the templates from the
network drive.)
Nortel recommends that you only synchronize the imported report template




available).
9 Click Add.

10 Click Advanced.
11 Click Find Now.
13 Click OK.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
15 Click OK.
window.

Step 64. Configure new ADD 6.0 parameters

on the server (optional)
Agent Desktop Display 6.0 contains new features that you have the option of
configuring on the Contact Center Manager Administration server.
These new features are:

The ability to require agent phoneset login for Agent Desktop Display to
function
The ability to disable automatic Agent Desktop Display Client upgrade.
All of your previous Agent Desktop Display configuration settings are carried
over during the data migration process.
To configure these new features, use the following procedure.

Configuring new Agent Desktop Display 6.0 parameters in the

application server
Display, do not select the check box next to Agents phoneset login
required for ADD.
Desktop Display client application, the agent only sees data if other agents

3 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
available.
4 Click Save.


password (optional)
account password, proceed directly to Step 66. “Install the XML Automated
Note: If you forget or misplace the iceAdmin password, you must reset it. For
details, see Step 50. “Install required hot fixes for third-party software” on page
1457.
ATTENTION





account.


account password.
password is incorrect, the system cannot proceed.
account password.
f. Click OK.
9 Click OK.

Step 66. Install the XML Automated

This optional feature is used in conjunction with the Contact Center

Management component. If you do not want to install this feature, proceed to
Step 67. “Install .NET Framework v. 1.1 (optional)” on page 1556.
You can use the XML Automated Assignments feature to simultaneously update
multiple supervisor and skillset assignments by creating a specially formatted
XML file.

their Web site at www.nortel.com/developer. General information about the
Developer Program, including an online membership application, is also
For overview information and details about using the XML Automated
Assignments feature, see the Contact Center Manager Administrator’s Guide.

folder of the DVD.
4 In this folder, double-click the Symposium Web Client Automated
Assignments Service.msi file.

5 Click Next
6 In the User Name box, type your user name.

7 In the Organization box, type the name of your organization.
8 Click Next.

9 Click Change to select the folder in which to store the XML files to be
parsed, and the folder in which you want the system to store XML files that
it cannot parse due to error, or accept the default folders shown. Then click
Next.
10 Click Install to install the program with the settings you chose (click Back
to change any of the settings).


(optional)
You must install the .NET Framework version 1.1 and .NET service pack 1 on
the server before you can run the Outbound Campaign Management Tool
component. If you do not plan to use the Outbound Campaign Management
Tool component, you can proceed to Step 68. “Ensure computer name of CCMA
server is correct on client PCs” on page 1558.
You also need to add the Contact C enter Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For
information about installing the Contact Center Multimedia server, see the
Nortel Contact Center Multimedia Installation and Maintenance Guide. For
details to add the Contact Center Multimedia server to the list of servers
administered by Contact Center Manager Administration using the
Configuration component, see the Nortel Contact Center Manager
Administrator’s Guide.
Checking if .NET Framework version 1.1 is already installed on the

server
2 In the list of applications, scroll down the list looking for Microsoft .NET
Framework 1.1.
3 If you see Microsoft .NET Framework 1.1 in the list of applications,
Microsoft .NET Framework 1.1 is already installed on your server. If you do
not see Microsoft .NET Framework 1.1 in the list of applications, proceed to
“Installing the .NET Framework version 1.1 with Service Pack 1” on page
1557.

Installing the .NET Framework version 1.1 with Service Pack 1

1 Copy the dotnetfx.exe file and the contents of the Service Pack 1 folder
from the Multimedia/Microsoft.NET Framework 1.1 Redistributables
folder on the DVD to the client machines.
Pack 1.

Step 68. Ensure computer name of CCMA

server is correct on client PCs


Server Utility
licence agreement on the Server Utility on the Contact Center Manager Server
before you can log on to the Contact Center Manager Administration server.

Nortel Contact Center > Manager Server > Server Utility.
appears.
2 In the User ID box, type the sysadmin user ID.

3 In the Password box, type the password.
4 From the Server Name or IP Address box, select or enter the server name
or IP address.

5 Click OK.
Result: The End User License Agreement dialog box appears.

7 Click Accept.

10 In the Confirm Password box, retype the new password.
11 Click OK.

ATTENTION
You must complete this step. If you do not manually refresh
all Contact Center Manager Servers after you upgrade to
Contact Center Manager Administration 6.0, your Contact
Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function
to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or
upgrade from a previous version of Contact Center Manager
Administration.
The Contact Center Manager Administration Server is changed to connect
If you change the password of sysadmin in the Server Utility, you must change
the password in that server.

Only the default administrator, webadmin, can add, edit, delete and refresh
servers in Contact Center Manager Server. When you refresh a server, you
refresh Contact Center Manager Server data associated with that server in
ADAM, such as release number, feature list, and networking information.
You must log on using the Contact Center Manager Administration server
name instead of the IP address. You can save the Contact Center Manager
Favorites.

3 Press Enter.
Result: If you did not configure the Contact Center Manager Administration
information about configuring the Contact Center Manager Administration
server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or
later on the client PC” on page 578.
If you installed a release earlier than SU04 and you did not install the client
version of SOAP 3.0 on the PC, a warning message appears, notifying you
that you must install this software. For details about installing it, see Step
55. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 591.
If you have SU04 or later and you configured the Contact Center Manager
Administration server name as a Trusted Site or if you installed a release
earlier than SU04 and you configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, the Contact Center Manager Server main
logon window appears.
4 Enter your webadmin user ID and password in the text boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

8 Click Yes.
9 Click Yes.
appears in the information bar at the bottom of the screen that lists the
servers that successfully refreshed and the servers that did not refresh. An
entry specifying the servers that successfully refreshed appears in the
Audit Trail.

You must install Contact Center Manager Administration to activate the master
scripts. For more information about activating scripts, see the Contact Center
the changes you make when you activate the script again. The master script is
never inactive, but it must be re-activated after changes in the configuration
occur.

activate.
3 Click Script Manager. The Script Manager window appears, listing all
scripts on the server.
5 Click File > Activate. A message box appears, asking you to confirm your
choice.
6 Click OK. The system activates the script. The script status changes to


server

collection web site (www.nortel.com/helmsman).

information.

available.


<INSTALLDIR>\Apps\documentation\guides where <INSTALLDIR> is
the Contact Center Manager Administration install directory. The default
install directory is C:\Program Files\Nortel Networks\WClient.
Do not change the filenames of the user guides when you copy the guides into
the folder on the application server.


during the restart.


(optional)

Server, see the MPS with CCTIVR Configuration and Interfaces Guide
NN44100-503.
on to MPS Manager.

option.


Package.
CCTIVR Base Package provides basic ANI and DNIS to the MPS IVR ports
Integration option.
TAPI Integration gives MPS the ability to attach call data to calls that are
6 Click Start.



OR
Click Skip.
b. Select the switch type to which you are connecting.
c. Complete the information in the window for the switch you are using.

server
the TAPI server.



click Add.

7 Click Advanced.
13 Click Save.
16 Click Next.


and click Modify.

c. Click Add.

the table.
9 Click Add.
11 Click Save.

You must install required Communication Control Toolkit updates before you
configure your server.

(http://www.nortel.com/espl). The IPML updates are supplied using the self-

3 Click Next.
4 Click Install.

appears.
5 Click Finish.


computer
your server.

If you are using IVR-CTI, download and install the latest MPS patch bundle
from www.nortel.com/espl. A bulletin is available with current information
about the patch bundle release.




installation
You can verify whether the database initialized successfully by checking the
contents of the Communication Control Toolkit.log file.

1 In Windows Explorer, navigate to the following folder: C:\Program
Files\Nortel\CCT\SQL\.
2 Double-click the CCT6_DBInstall_mm_dd_hr_mmver.txt file (for
example, CCT6_DBInstall_09_15_11_43b.txt).
If you installed updates in Step 75. “Install the latest CCT 6.0 updates” on
page 1576, check the log files created during the installation of the updates
in addition to the log file created during the installation of the database. The
oldest of the log files represents the database installation.

3 Verify whether the database is successfully created.

Example: The create database log file.
If your database files exist, the Communication Control Toolkit attaches

these data files and the service updates to the database as necessary.
Otherwise, the Communication Control Toolkit installation creates a new
database. Therefore, this output file can state that it is creating the
database or attaching the files.
4 If errors exist in the CCT6_DBInstall_<date>.txt file, search the
CCT6.0Install.log in the default drive. The creation of the NCCT database
is called from within the NCCT installation. The following is an extract from
the CCT6 installation containing the NCCT ConfigureDatabase action and
log. Search at this location for errors.

Example:
MSI (s) (7C:04) [10:47:28:640]: Doing action: ConfigureDatabase
Action 10:47:28: ConfigureDatabase. NCCT Database Installation
Action start 10:47:28: ConfigureDatabase.
ConfigureDatabase: NCCT Database Installation
Action ended 10:47:28: ConfigureDatabase. Return value 1.
5 If you see error messages in this file, you must reinstall your server.


CS 1000/M1 switch
If you have a CS 2X00/DMS switch, proceed to Step 78. “Configure TAPI for
CCT 6.0 with a CS 2X00/DMS switch” on page 1618.

ATTENTION

application.



Toolkit server
Toolkit server:
click Properties.
d. Click OK.
service.


Services.
click Start.


to the switch.





then click OK.
appears.
Start.
Enter.


Enter.



4 Click Convert Text file to display the open window.


6 Click Open.
7 Click Start.
ATTENTION


Provider
Log Styles
Compliance

provider.

Services.



(optional).
conferenced.
troubleshooting.



Link.


Server.
ATTENTION
8888.
in this field.

CAUTION
Risk of malfunction
.

required.
14 Click Apply.




6 Click OK.

Modifying a TN
Features section.
7 Click OK.

Add a DN
Adding a new DN
3 Click TN Table.

5 Click Add DN.


9 Click OK.
11 Click Add DN.

Modifying the DNs

or DNs.
4 Click Properties.

7 Type the Key #.
9 Click OK.
Adding a CDN

3 Click Control DN.


5 Click OK.



using.
overlay 21.
connect.


the network.
7 Click OK.
page.

3 Click Add.
8 Click OK.

9 Click OK.


3 Click Add.
consecutive number.
5 Click OK.
7 Click OK.

number 213346.1.


information.



click Start.














client.
change.
Release 3.0.

Such an application could interfere with the control of voice resources (TNs,
DNs).






CS 2X00/DMS switch

Center, do not complete this step. Instead, proceed to “Step 79. Confirm that the
CCT services started” on page 1642.

ATTENTION



Toolkit server
Toolkit server:
click Properties.
d. Click OK.
service.

Services.


click Start.





CompuCall link.

lines.

each customer.


Configuration tab.



characters).
h. Click Save.


Configuration tab.
customers.



telephone company.
telephone company.
telephone company.
company.
telephone company.



c. Click OK.
switch.
e. Click OK.


the devices.
Configuration tab.

2 Click Devices.
3 Click Add Line.


7 Click OK.

Add Address.
12 Click OK.
procedure.




Note: If you configure more than one switch, the Available Protocols dialog
box appears. Select the appropriate protocol for this configuration, and then
protocol.
configuration.


11 Click OK.


click Start.
















the change.
Release 3.0.

Such an application could interfere with the control of voice resources.






Step 79. Confirm that the CCT services started
The following services start automatically when you install Communication

Control Toolkit:
Communication Control Toolkit also starts the following services if the TAPI
ACDPROXY
NCCT TAPI Connector
Telephony
Communication Control Toolkit starts the following services if IPML is used:

Nortel MPS Manager
Nortel RSH Daemon



started:
MSSQL$NNCCTDB
NCCT Server
Service Provider:
ACDPROXY
NCCT TAPI Connector

Telephony
Additional Communication Control Toolkit 6.0 services running with IPML
Service Provider:
ACDPROXY
Nortel MPS Manager
Telephony


for CCT
Use the License Manager Service Configuration Setup utility to set up the
is installed on Contact Center Manager Server. An option is also available to log
When Communication Control Toolkit 6.0 is co-resident with Contact Center

Manager Server or Contact Center Manager Administration, the Communication
Control Toolkit Admin Snap-in cannot be used to configure the Primary License
Manager or the Secondary License Manager. These inputs are disabled under
these conditions.
If you installed a direct-connect, an MPS environment, or a stand-alone MPS

environment, you must configure the License manager on the Communication
Control Toolkit server. Otherwise, configure the License manager at the Contact
Center Management server. For a Knowledge Worker installation, you must
only use licenses that are keyed against the Communication Control Toolkit
server MAC addresses. Do not use the switch ID.
After it is configured, the License Manager consumes licenses as required. For

example, if the user increases the number of agents on the server, the License
Manager automatically consumes licenses for these agents as they log on to the
Communication Control Toolkit server, up to the point where no more licenses
are available. The licenses are also released after the agent logs off of the

Configuring the License Manager service

Click Cancel to undo changes you make during this procedure.
NCCT 6.0 Console.

2 On the NCCT Admin tree, click CCT Server.

Result: The CCT Server is displayed in the right pane of the console.


Result: The CCT Server Properties dialog box appears.



When you install the Communication Control Toolkit co-resident with
Contact Center Manager Administration Server, the License Manager
Server Information and Secondary License Manager Server Information (IP
address/port number) fields are read-only.

6 Choose a location for the License Manager log file, and click Browse.
7 Select a location for the log file, and click Open.

Result: The file path appears in the Log File box.
8 From the Logging Level list select one of the following:
No logging—No events are logged to LMService.log. However, if errors
or warning are received during LMService operation, the event is written
to the LMService.log
Errors only—Only errors and warning events are logged to the
LMService.log file.
Debug—All events, including informational messages, are logged to the
LMService.log file.
megabytes.
10 Click OK.
Result: The License Manager is configured.


functions:
view system logs

If the IP address of your License Manager server changed, complete these steps;
otherwise, proceed to “Configure the Contact Management Framework for
Communication Control Toolkit server” on page 1653.
You can configure the licensing for Communication Control Toolkit server
using the Licensing Properties page in the Communication Control Toolkit
console.






read-only.
license.
LMService.log file.
LMService.log file.
megabytes.
9 Click OK.




select CCT Server.



the following:


Maintenance.
Services.

following:

appears.
c. Click OK.
appears.
e. Click OK.
Manager Server.


the old user name.

do not want to import Windows users, proceed to “Import workstations from the
local domain” on page 1660.
Note the following:

Toolkit server.
To import workstations from a domain, the Communication Control
Toolkit administrator must be logged on to the Communication Control
Toolkit server using a domain user account that is also a local administrator
account on the Communication Control Toolkit server.


NCCT Server
Services.
Restart.
NCCT 6.0 Console.


9 Select the users from the current server to import.

Tip: To select multiple users, hold down the CRTL key while selecting each
user.
10 Click Add.
11 Click OK.
Toolkit database.

Workstations tool. To import domain users, you must log on to that domain.


If you do not want to import local domain workstations, proceed to Step

83. “Map resources” on page 1663.
In a SIP-enabled Contact Center, you cannot import workstations.

NCCT Server
Services.
Restart.
NCCT 6.0 Console.


Result: The Import Work Stations Properties dialog box appears.

Tip: To select multiple workstations, press the CTRL key and select the
workstations.
list.
10 Click Add.
list.
11 Click OK.

After you import your resources, you must map the resources. Mapping

correctly.
NCCT 6.0 Console.





click users.

and User Groups.
Groups.

8 Click OK.






list.
6 Click OK.





7 Click OK.



Terminals list.
6 Click OK.



WorkStations list.
list.
6 Click OK.


installation
5. Start the Reference Client application.


2 Click Manage.



8 Click Create.

Administration Tool

4 In the User Login Name box, type the hostname/user ID for the user you
1677.
9 Click Add.
12 Click OK.
13 Continue with “Mapping voice and multimedia resources” on page 1680.


following:
them.



Start the Reference Client

3 Click OK.



8 Click OK.

11 Click Originate.

12 Click Answer.

Tip: You cannot use TAPI lines to control Communication Control Toolkit
a. Select a line.
b. Click Call+.
c. Select the call.
f. Select OWNER.

g. Click OK.

If you do not have the Open Queue licensed feature, proceed to Step 86. “Add
server to domain (optional)” on page 1695.

license is not requested during installation, then a voice-only contact center is
assign contact types to agents. An agent only receives voice contact types. The
effect.
Enabling Open Queue on a server that previously only provided voice

Contact Center
1 The license manager must be licensed to provide Open Queue session
licenses.
2 The license manager must be licensed to provide agent licenses for the
required contact types.



Result: The following License Manager page appears.

4 Click OK.
5 Click Yes.
Result: The server is configured, and the following window appears.

6 Click OK.




Note: You can type a name that includes a maximum of 30 characters, no
skillsets or applications together in a real-time display, you can use an
already.
7 In the Threshold Class box, type the name of the threshold class

11—999.
14 For networking skillsets only, click the Include Local Node check box if
skillset.


Supervisors.


supervisor.


properties.

5 Click Skillsets.
6 Click List All.

WC_Default_Skillset for web contacts.
Guide.
Writing the scripts to provide contact type specific handling

Scripting Guide for Communication Server 1000/Meridian 1 PBX or the Contact
Center Manager Scripting Guide for Communication Server 2x00/DMS.

If you do not plan to add Contact Center Manager Server to a domain, proceed
to Step 87. “Delete any unused CCMS from CCMA (optional)” on page 1705.
access.
If your co-resident server includes then add the server to a domain
Contact Center Manager Server and after installing Contact Center Manager
Administration
Contact Center Manager Server, after installing Communication Control

Administration, and Communication
Control Toolkit
ATTENTION

After you install Contact Center Manager Server, you can add your server as a
member of an existing domain (stand-alone only).


4 In the Computer Name Changes window, you can change the computer's
c. Click OK.
specified.

to this user. When you dial in to the Contact Center Manager Server Release 6.0
RAS configuration, the Domain Controller authenticates the user. Since no local
dial-in account is created on Contact Center Manager Server, the system no
once you establish dial-up using the domain user account, the pcAnywhere user


Remote Access.

2 Right-click the Local Server Name, and then select Configure and
3 Click Next.

4 Ensure Remote Access (dial-up or VPN) is selected, and then click Next.
Result: The Remote Access window appears.
5 Click Dial-up, and then click Next.

Result: The Network Selection window appears.

Result: The IP Address Assignment window appears.

Result: The Address Range Assignment window appears.

8 Click New.
Result: The New Address Range window appears.

Result: The Address Range Assignment window appears showing the
10 Click Next.
Result: The Managing Multiple Remote Access Servers window appears.


12 Click Finish.

must set up your user accounts for remote access. Choose from one of the

pcAnywhere
dial-in access.

Note: Nortel recommends using a user name and password that are
different from NGenDist and NGenDesign. The network administrator can
be required to carry out this step. Record the user name and password
carefully as they are required to remotely support the Contact Center
Manager Server Release 6.0 server.
2 On the Contact Center Manager Server Release 6.0 server, no changes
are required to the operating system, RAS configuration, server software,
or pcAnywhere installation.
3 When you dial in to the Release 6.0 server of Contact Center Manager
Server, the system prompts the remote user for a domain user account and
password. After the Domain controller authenticates the domain user
account and password, you can start the pcAnywhere session.The
pcAnywhere logon can still use the NGenDist or NGenDesign account.
Note: Since there is no local record of the Domain user account, you must
maintain two user accounts, one is the domain user account, and the other
is the local pcAnywhere account.

controller with dial-in access, as in Option 1. However, you also use the same
domain user account instead of NgenDist for pcAnywhere access. The
NGenDist or NGenDesign accounts are no longer used at any level.
dial-in access.
carefully as they are required to remotely support Contact Center Manager
Server.
operating system, RAS configuration, or server software, except for the
pcAnywhere configuration.
Note: The Contact Center Manager Server user must be logged on using
an account with Domain Administrator privileges before configuring
pcAnywhere users.

Stop and disable the Win 32 Time Service (Communication Server

If you use a Communication Server 1000/Meridian 1 PBX switch, ensure to stop
and disable the Windows Time Service. You need not disable the Windows
Time Service if you use a Communication Server 2x00/DMS switch.

2 On the Windows desktop, right-click My Computer and choose Manage
>Services and Applications >Services.
3 On the right window, right-click Windows Time Service, and then select
Stop.
again, and then select Properties.
7 On the Computer Management window, check that Windows Time
Service Startup Type is disabled.
8 Close the window.
Controller time.
Nortel recommends that the time difference between the Communication Server
1000/Meridian 1 PBX and the Domain controller time be kept within a few
seconds (+/- 10 seconds). The maximum difference can be up to 5 minutes
before Kerberos authentication problems can arise. Once a month, check the
times on the CS 1000/Meridian 1and the domain to ensure that the 5-minute
tolerance is not exceeded.


(optional)

remove it now.

ATTENTION
custom report groups, private real-time displays, and
private report templates. All contact center data stored on
the server.

2 On the launchpad, click Configuration.
2 From the menu, select Server > Delete Server.
server.
3 Click OK.


database (optional)
You can restore a more recently backed-up database (5.0) than the database
when your new Release 6.0 server is ready to go live. For example, if you
upgrade from Symposium Call Center Server Release 5.0 to Release 6.0, but
keep the original Release 5.0 server active, then when your Release 6.0 server
goes live, you can restore a more recently backed-up database. You do not need
to perform another migration.
6.0 data.
2419.

service during the backup. However, if the contact center continues to respond

recommends that you complete the following tasks.
Manager Server.


If you add LinkPlexer to your configuration, see the following section for
When you install LinkPlexer co-resident with Contact Center Manager Server,
the switch IP address must be the same as the Contact Center Manager Server IP
address.
If you install LinkPlexer as a stand-alone server, the switch address must be the
same as the LinkPlexer IP address.




4 Click Next.


8 Click Next.
9 Click Disk Cost to ensure that there is sufficient free space on the selected

11 Click Next.

installation.

When the installation is complete, the USB Instructions dialog box appears.
hardware.
appears.



Next.


Version 4.00)

20 Click Yes.
21 Click Next.

device.
Result: A Warning dialog box appears, indicating that the application
23 Click OK.

window appears.

25 Click Close.



2 Click Next.
3 Click Next.

4 Click Next.

window appears.


KeycodeTracker.
Result: The LinkPlexer KeycodeTracker dialog box appears.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker dialog box closes. The
Using Tracker



and information:
application
refer to the date LinkPlexer 6.0 was installed.

Connected.



1 Click Start > Programs > Nortel Contact Center \ LinkPlexer > Keycode
Tracker.

3 Click Apply.





box.
box.
7 Click OK.



Step 91. Other post-installation tasks for

Complete the following post-installation tasks to complete the installation of the

server software.
Configure RSM
to-date statistics for multicast real-time displays. For instructions to configure

Service Update Supplement, see “Install patches on the server” on page 2312.



Ensure that your security settings meet the requirements for your contact center.
For more information about security settings for Contact Center Manager
Server, see “Manage security” on page 2491.

If you use the TAPI Service Provider on the Communication Control Server as a
TAPI Remote Service Provider for remote TAPI Clients, you must configure the
TAPI Service Provider. For detailed instructions to configure the TAPI Service
Provider, see the Network Managers Guide for Symposium TAPI Service
Provider for Succession, release 3.0.
Configure Give IVR







a. Right-click the SNPA registry entry.
b. Select Modify.
d. Click OK.
7 Create a DWORD value for DialPlan.
a. Right-click the DialPlan registry entry.
b. Select Modify.
9 Click OK.

Section G: Postinstallation tasks on the

CCMA clients
In this section
Step 92. Ensure that the client PCs meet all requirements 1732
Step 95. Log on to Contact Center Manager Administration 1737
Step 97. Upgrade Agent Desktop Display on agent workstations 1754
Step 98. Configure active and standby servers for ADD (optional) 1758

Step 92. Ensure that the client PCs meet all

requirements
Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For details, see the Contact Center Manager Administration Technical



5 Proceed to Step 94. “Install .NET Framework v. 1.1 (optional)” on page
1734.


(optional)
The .NET Framework version 1.1 and .NET service pack 1 must be installed on
the same machine. To view .NET Framework applications in a different
language, you must download the appropriate language version of the .NET
Framework language pack.
about installing the Contact Center Multimedia server, see the Nortel Contact
Center Multimedia Installation and Maintenance Guide. For details about
adding the Contact Center Multimedia server to the list of servers administered
by Contact Center Manager Administration using the Configuration component,
see the Nortel Contact Center Manager Administrator’s Guide.
If you do not use the Outbound Campaign Management Tool component,

proceed to Step 95. “Log on to Contact Center Manager Administration” on
page 1737.

Windows 2000 (service pack 4), Windows XP (service pack 2)



6 Click Close.



Pack 1.

Step 95. Log on to Contact Center Manager

Administration
(Internet Explorer version 6.0 with the latest supported Service Pack and SOAP
3.0), log on to Contact Center Manager Server to test the installation. Note that
SOAP is not required if you install SU04 or later.
To perform the procedures in this chapter, you log on to the Contact Center
Manager Administration Server. To log on to the Contact Center Manager
Administration Server, you must accept the licence agreement on the Server
Utility.
If you upgrade your Contact Center Manager Server at the same time, you must
upgrade the license agreement in Server Utility. For information, see Step
96. “Download controls to the client” on page 1743.
You must also refresh your servers after an upgrade. For information, see Step
70. “Refresh your servers” on page 1561.
To log on to Contact Center Manager Server

When you log on to Contact Center Manager Server after installation, you must
log on as the default administrator, webadmin. For security reasons, Nortel
highly recommends that you change the default password when you first log on
to the application. Contact Center Manager Administration user passwords can
only contain English characters and special characters.


and changing the default password
ATTENTION
When you change the webadmin password, if you lose or
forget the new password or you cannot log on to Contact
Center Manager Administration as the webadmin user. In
this case, you must uninstall and reinstall Contact Center
Manager Administration to reinstate the original webadmin
user account with the default password.
To avoid this scenario, immediately after installing Contact
Center Manager Administration, log on to the Contact Center
Manager Administration server as the webadmin user, and
create a new administrator account of your choice (for
example, tempadmin), giving this user account Access and
Partition Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to the
Contact Center Manager Administration server as tempadmin
and change the webadmin password. For more information
about adding Contact Center Manager Administration users,
see the online Help.

Favorites.
3 Press Enter
Result: If you did not configure the Contact Center Manager Administration
selected, the Trusted Sites Warning Message window appears. For details
about configuring the Contact Center Manager Administration server name
as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the
client PC” on page 578.

If you installed a release earlier than SU04 and did not install the client
version of SOAP 3.0 on the PC, a warning message appears, notifying you
that you must install this software. For details about installing it, see Step
55. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 591.
If you installed SU04 or later and configured the Contact Center Manager
Administration server name as a Trusted Site or if you installed a release
earlier than SU04 and configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, the Contact Center Manager Server main
logon window appears.
To view the details of the Contact Center Manager Administration build

number and Service Update version, click About Contact Center
Manager Administration. Click OK to close.


5 In the User name box, type the default user name.

6 In the Old password box, type the default password.
7 In the New password box, type a new password.
Contact Center Manager Administration user passwords can contain
English characters and special characters only.
8 In the Confirm password box, type the new password.
You can modify the default password only. You cannot change the default
username, webadmin.
ATTENTION
If you lose or forget the new webadmin password, you
cannot log on to Contact Center Manager Administration
as the webadmin user. In this case, you must uninstall
and reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety
precaution, you can now open Access and Partition
Management and create a new user account with
administrator rights, such as tempadmin. If you forget or
lose the new webadmin password that you entered, you
can log on to the Contact Center Manager Administration
server as tempadmin and change the webadmin
password.

9 Click Submit.
reappears.
10 In the User ID box, type the user name.


12 Click Login.
Result: If you configured a logon warning message, this message appears;
otherwise, the Contact Center Manager Administration main window
appears.



configure Internet Explorer to “enable” or “prompt” for downloading signed
PC” on page 578). When the browser is configured to “enable” for downloading
signed ActiveX Controls, the browser does not notify you that it is downloading
a required control; the control is automatically downloaded to the client PC the
first time they are required by the Contact Center Manager Administration
“prompt”, a dialog box opens the first time the control is required by Contact
downloaded.
If a control is already installed on the client PC, it cannot download a second

PC, see “Viewing the list of installed controls” on page 1748.


them once.
Client
Install

Files viewer.

Program Pop-up
Files Menu
Program
Files

Program y for Real-
Files Time
Displays

Client
Install

Files y

y

Program y
Files

Control Program
Files

Unsigned non-driver installation behavior on the PC, determine if warning
configuring Internet Explorer may appear, or if the required controls can be
downloaded at all.

runs any other operating system, the security policy does not affect the
downloading of controls, and you need not perform this procedure.


4 In the right pane, scroll to Devices: Unsigned non-driver installation
behavior.
but if any of the files within the CAB file being downloaded are not
signed, one or more warning windows appear, in addition to those
resulting from the settings you chose when configuring Internet
Explorer.

Do not allow installation You cannot download and install unsigned

Result: The Local Security Policy Setting dialog box appears.
preference).
9 Close the Local Security Policy Setting dialog box.Section F: Postupgrade
tasks1455

Nortel recommends that you configure Internet Explorer to enable or prompt
when downloading signed ActiveX Controls (see “Configuring Internet
Explorer 6.0 or later on the client PC” on page 578). When the browser is
configured to enable when downloading signed ActiveX Controls, the browser
does not notify you that it is downloading a required control; the control is
automatically downloaded to the client PC the first time they are required by the
Contact Center Manager Administration component in which you are working.

When the browser is configured to prompt, a dialog box appears the first time
the control is required by Contact Center Manager Administration. This dialog
box displays the name of the control, the company of origin, and prompts you to
to the client PC. You are only prompted to accept the control the first time that
Center Manager Administration. (If you install a release earlier than SU04, a
user with administrator privileges must first install client SOAP on the client
PCs.) For information about adding these users to the Power Users group,
consult Microsoft Windows Help in the appropriate operating system. Once a
user with administrator privileges successfully downloads the required controls
to the client PC, users who are not members of the Power Users group or users
who do not have administrator privileges can use all Contact Center Manager
Administration components on the client PC to which they have access.

To verify which controls are installed on the client PC and their version
numbers, you can use the Tools menu in Internet Explorer.

Settings.

Controls downloaded using the ActiveX Controls.msi file do not appear in the
Deleting controls
PC. However, note that if Internet Explorer is using the control, you need to
close the browser and reopen it before the system allows you to delete the
control.


If your contact center security policy does not allow all users to log on to the
for the Contact Center Manager Administration controls cannot function. In this
PCs:
operating system.

Installation procedures through an SMS system can vary from one company to
the next. Follow your company guidelines in order to deploy the ActiveX
Controls.msi package to the SMS clients in your network.


Policy. For details, see the documentation on the Microsoft web site at
www.microsoft.com.

This procedure is useful if your company security policy prevents agents from
3 Insert the Contact Center Manager installation DVD into the PC, and
navigate to
x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where
<x> is the drive letter of your DVD drive and <patchID> is the ID of the
selected patch installed on the Contact Center Manager Administration
server.


installation.
welcome window.
5 Click Next.

6 Click Install.
Result: The program installs the files and then the completed window
appears.
7 Click Finish.
8 Perform this procedure on each client PC that needs to access the server

which you originally installed. You can download more recent versions of the
installed on the client PC, see “Viewing the list of installed controls” on page
1748.

Step 97. Upgrade Agent Desktop Display on

agent workstations
This section describes how to automatically upgrade Agent Desktop Display 4.5
client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5. If you install a release earlier than SU04, you must
also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is
not required. You must complete the upgrade process manually on each client
PC. For information about this procedure, see the Symposium Web Client
Planning, Installation, and Administration Guide for Release 4.5/SU05.

software
Perform this procedure if you plan to upgrade the Agent Desktop Display
Release 4.5 software to Release 6.0.

Windows 2000, you must log on to the PC with Administrator privileges to
upgrade Agent Desktop Display. This also applies if you upgrade the client
portion of Agent Desktop Display on the Contact Center Manager
Ensure that the proxy settings are turned off before completing this procedure.
Ensuring that the proxy settings are turned off



3 Clear the Use a proxy server for your LAN check box.
4 Click OK.

software
2 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
3 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
4 Click Yes.
5 From the list, select English, Japanese, or Traditional Chinese.

On co-resident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the co-resident server contains Contact
Center Manager Server and Contact Center Manager Administration, the
supported language versions are English, Japanese, and Traditional
Chinese only.

For more information about Agent Desktop Display and multiple language
support, see “Configure multiple language support in Agent Desktop
Display” on page 632.
6 Click OK.
InstallShield Wizard for Agent Desktop Display window.

7 Click Next.
Result: The system copies the necessary files, and then installation
begins. When you are upgrading from a previous version of Agent Desktop
Display, you cannot change the server IP addresses during the upgrade.
Instead, the program uses the IP addresses that you originally chose. To
change these addresses, after the client software is installed, use the
Server IP Addresses window in the application. When the upgrade is
complete, the InstallShield Wizard Completed window appears.
8 Click Finish.
Result: The system prompts you to restart your system.
9 If required by your network security policy, turn your proxy settings back on
after upgrading Agent Desktop Display.

Step 98. Configure active and standby servers

for ADD (optional)
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature that lets you configure the IP address or hostname of
active and standby servers for Contact Center Manager Administration and
This feature lets agents easily switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a cutover to a standby
server.
This procedure is optional.
Configuring active and standby servers for Agent Desktop Display

2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration dialog box appears.
3 In the Contact Center Manager Administration: Active text box, type the

4 In the Contact Center Manager Server: Active text box, type the IP
field is required.
5 If you install a standby Contact Center Manager Administration server, in
the Contact Center Manager Administration: Standby text box, type the
IP address or hostname of the standby Contact Center Manager
Administration server. This field is optional.
6 If you install a standby Contact Center Manager Server, in the Contact
Center Manager Server: Standby text box, type the IP address or
hostname of the standby Contact Center Manager Server. This field is
optional.
must be within the 224.0.1.0 and 239.255.255.255 range. Check with your
network administrator for acceptable IP multicast addresses for your
specific network.
When you type the IP address of Contact Center Manager Server, if you
install Agent Desktop Display on a Terminal Services/Citrix server, all
agents who use Agent Desktop Display from this particular server must be
configured on the same server in Contact Center Manager Server.
7 Click Save.


Chapter 7
Migrate a co-resident server to a new

platform
In this chapter
Overview 1762

Migrate a co-resident server to a new platform Standard 6.14
Overview
ATTENTION
If you have a Contact Center Multimedia Server, if you do not
complete the migration as outlined in this section, you will
have to reinstall Contact Center Multimedia Server.
This chapter explains how to migrate a Contact Center Manager Server

co-resident with License Manager, Contact Center Manager Administration,
Communication Control Toolkit (optional), Server Utility, and LinkPlexer to a
new platform. The new platform can be a new server or the original server.
You can also use the procedures in this chapter to reinstall Contact Center
Manager Server on the same server computer, but keep the original database
(For example, convert a stand-alone installation to a co-resident installation).
server that is associated with the old server. For example, if you have a
upgrade to a co-resident 6.0 configuration with a DMS or SIP switch.
License Manager
Server Utility

January 2008 Migrate a co-resident server to a new platform
ATTENTION
Timing
5 hours
Postinstallation tasks: 4 hour
Ram: 1.0 GB



original server.



you are upgrading.


releases.


Section A: Preinstallation
In this section
Step 1. Read the relevant documentation for an upgrade 1768
Step 4. Install the latest Service Update and any required patches 1777
Step 5. Perform a database integrity check on the original server 1780
Step 6. Check the disk partition configuration on the original server 1783
Step 7. Create a backup of the original 6.0 database 1785
Step 8. Back up the CCMA Nortel data files on the source server 1801
Step 9. Create a Platform Recovery Disk on the original server 1815
Step 10. Back up Real-Time Reporting and Emergency Help 1818
Step 11. Back up the CCT 6.0 database 1820
Step 12. Back up the TAPI SP database 1831
Step 13. Prepare the new server for Release 6.0 1832
Step 14. Install Windows Server 2003 on the target server 1834
Step 15. Configure IIS to support ASP.NET applications 1850
Step 16. Ensure the computer name and DNS host name match 1854
Step 17. Install your remote support access tool 1858
Step 18. Add local Windows account to the new server 1872
Step 19. Copy the latest Service Update and Platform Recovery Disk 1877
Step 20. Server configuration 1878

Step 1. Read the relevant documentation for

an upgrade

(www.nortel.com).
ATTENTION
Server Technical Requirements and Operating System



Center Manager Server installation. Ensure that you see this checklist for
Step Details ✔
operating system.
__________________
computer name ___________________________

Step Details ✔

Switch name _____________________________
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

license file.
information
Switch name _____________________________
Switch customer number _______________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________
SIP switch information
SIP Proxy IP address (for example, MCS 5100
Application Server IP address)
___________________________________________
SIP CTI server (for example, CS 1000 Signalling
Server)
___________________________________________
Step Details ✔
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP Address _______________________________
Subnet mask ______________________________
__________________________________________

IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
replication server
information

information.
__________________________________________
here.
__________________________________________

Step Details ✔
installation.


upgrade
tape drive and tape driver Use tape drive to back up the database on the original
software server and restore it on the reconfigured server.
(required only if you are
backing up your database to a
tape drive, rather than a
remote directory on a network
computer)
blank tapes or data cartridges Use a blank tape to store the original server database
(required only if you are using the database backup procedure. The blank tape
backing up your database to a must be the correct type for the tape drive that you are
tape drive, rather than a using. The tape capacity must be large enough to contain
remote directory on a network the database backup.
computer)
blank preformatted disk Use a disk to create a Platform Recovery Disk that
contains the original server setup record and database
configuration.
Contact Center Release 6.0 Use to install Release 6.0 of Contact Center Manager
DVD-ROM Server software on the server.
License file This file controls the installed software features.

Windows Server 2003 The server already has Windows Server 2003 installed.
installation CD. Ensure you have the documentation provided by
Microsoft available onsite when configuring the
operating system.
To remove Terminal Services, Installed, use the Control
Panel > Add or Remove Programs > Add Remove
Windows Components > Terminal Services.

Step 4. Install the latest Service Update and

any required patches
Ensure that the latest Service Update and any required patches are applied to the
original server. These include enhancements that are required to perform an
upgrade.
Use the following procedure to identify which Service Update pack and patches
are installed on the original server. Go to Enterprise Solutions PEP Library to
Web site (www.nortel.com/espl) to check if a more recent Service Update pack
is available or any required patches for the release of Contact Center Manager
Server that you are running on your original server are available. If a more
recent Service Update is available, install them on your original server.

Checking the PEP levels on the original server

1 Log on to the original server as NgenSys.
Manager Server > PEP Viewer.
Result: The Patch Manager - Server window appears.
3 Record the PEP ID and version on the PEP and SU level worksheet.
SU Product Name
SU Version
SU Type
PEP Product Name

PEP Version
PEP Type
PEP Product Name

PEP Version
PEP Type
PEP Product Name
PEP Version
PEP Type
PEP Product Name
PEP Version
PEP Type

Step 5. Perform a database integrity check on

the original server
To ensure the integrity of the databases on the server, Nortel recommends that
you perform a database integrity check before creating a backup of your
database. This step is highly recommended to capture any database consistency
problems.
Follow the next procedure to perform a database integrity check on the server.
Performing a database integrity check on the original server

Manager Server > Migration.


4 Click OK.
Result: The system messages appear as the status of each service
running on the server is checked. All of Contact Center Manager Server
services are shut down.
6 Click Accept to start the database integrity check.

7 Click OK.
Result: A DOS window appears.

8 Do not close this window. The database integrity check takes from 1 to 3
hours to complete. You cannot see any activity on the screen, but notice
continuous disk activity.

12 Restart the server to start Contact Center Manager Server services
required to perform the backup.

Step 6. Check the disk partition configuration

on the original server
Record the disk partition configuration of the original server so you can use it to
determine how to partition your new server.
Checking the disk partition configuration on the original server

2 Select Disk Management from the left panel.
3 Record the following information on the “Disk partition configuration
worksheet” on page 1784:
the displayed disk number
the logical disk drive letter assignments
the size of each partitioned disk
4 Ensure that the new server has enough disk space to create the required
partitions.
The following table presents an example of disk partition configuration.
Disk drive
letter Disk partition size Disk partition size
Disk number assignment (Stand-alone) (Co-resident)
Disk 0 C 16 GB 32 GB
Disk 0 D 4096 MB NTFS 4096 MB NTFS
DVD-ROM 0 E n/a n/a

Disk 1 F 32 GB 32 GB

Disk partition configuration worksheet

Use the following worksheet to record the disk partition configuration
information.
Disk drive letter

Disk number assignment Disk partition size
Check the RAM size on the original server

The total physical RAM of the reconfigured server must meet the requirements
for a Contact Center Manager Server Release 6.0 server.Checking the RAM size
on the original server.
1 From the Start menu, choose Settings > Control Panel, and then double-
click the System icon.
Result: The System Properties window appears, with the General tab
displayed.
2 Record the RAM size in the following table.
RAM size worksheet
RAM size

Step 7. Create a backup of the original 6.0

database
Create a backup of the database of the server. You can use the backup to recreate
the Contact Center Manager Server if the upgrade fails. The server can remain
online while the database is backed up. However, consider the following
information before you proceed with the backup:
Contact Center performance. Nortel recommends that you perform backups
during non-peak traffic hours. Do not change any Contact Center
operation.
statistics and data pegging is missing from the backup. If it is important
that all call statistic and data pegging be migrated to your Contact Center
Manager Server server, take the original server offline immediately
following the database backup. Ensure that the server remains offline
until you install Contact Center Manager Server.
Options for database backup

You can back up and restore the database using either a tape or a remote
1 If you want to use a network drive for database backup, proceed to
“Backing up the database to a remote directory” on page 1790.
2 If you want to use a tape drive for database backup, proceed to “Backing up
the database to a tape” on page 1786.

Backing up the database to a tape

To help calculate the speed of database backups to tape, it is a good idea to
perform a trial run of the backup at least several days before the upgrade. Keep
in mind that the time required to do a database backup can vary between the trial
run and the actual backup day. For a list of the variables that can affect the speed
of your backup and restore, see “Variables affecting backup and restore speed”
on page 2349.

configuration), see the formula listed in the section “Online Database Backup
Speed Elapsed Time” in the Nortel Contact Center Manager Server Planning
and Engineering Guide for Release 6.0.


a. Select Local Tape Drive.

b. Click Next.
4 In the Account box, enter the account name for the remote backup location.
5 In the Password box, enter the Password for the remote backup location.

6 In the Network Path box, enter the Network Path of the remote backup
location.
7 Click Next.


9 When the backup of SCCS_Database is complete, close the DOS Window.

10 Click Exit.
11 Click OK
it.


This process is accessed from “Options for database backup” on page 1785, by
selecting Network Disk.
ATTENTION
Before backing up your database to a remote directory,
check your remote folder configuration by following the
guidelines listed in the section “Test the remote directory
backup and restore configuration” on page 2384.
To help calculate the speed of database backups to a remote directory, it is a

good idea to perform a trial run of the backup at least several days before the
upgrade. Keep in mind that the time required to do a database backup can vary
between the trial run and the actual backup day due to several factors. For a list
of the variables that can affect the speed of your backup and restore, see
“Variables affecting backup and restore speed” on page 2349.
To help you calculate space requirements before you back up the database, see
details about the DBSpace utility in the section “Calculating the capacity
Setting up the database backup to a remote directory

First, identify the computer onto which you are going to back up the database.
You must then set up the connection between the server and the remote
directory.
network.

The remote computer, for your database backup, can be either a server or a
The directory for the backup must have enough space available to hold the
backup files.

The remote computer must be on the same network as the server.
The network connection can be through the Nortel server subnet. Ensure
Files created during remote directory backup

The remote backup process creates these files:
blue.dmp Contains the contents of the Blue database.
cbc.dmp Contains the contents of the CBC database.
master.dmp Contains the contents of the Master database.
miginfo.txt Contains configuration details.
rbackup.txt This file includes details about the user name, password,
and path used when you perform a database backup to a
remote directory.
dbseg.txt This file contains information about the data and log
segments in your database.
dbdvc.txt This file contains information about the size and

location of your database files.


Set up an account, password, and a shared directory on the network computer in
preparation for a remote directory backup. Create names for these items ahead of
time and record them in the following table.

Item information
User name
Create a name and assign it to two user accounts—
one on the network computer and the other on the
server. The names must be identical on both
computers.

Create a password and assign it to the two accounts
described in the previous step. The passwords must
be identical on both computers.

Obtain and record this name. The name is required
to back up the database.
Create and assign a share name to the directory on
the remote computer. The share name can be the
directory name (this is the default in Windows) or a
different name.

shared directory to contain the remote backup. Use the steps outlined in the
following procedure, along with the documentation that came with the operating
system, to correctly set up the user account and shared directory.

a. Create the new user in Programs > Administrative Tools >
b. Right-click Local Users and Groups, and then select New User from
the pop-up menu.
c. Enter the user account details in the New User window.
CAUTION

When creating the new user account in Windows, you must
.
deselect the check box for “User must change password at next
logon.” If this check box is selected, Contact Center Manager
Server cannot connect to the remote computer.


worksheet.
Spaces in the remote directory name cause errors.
the worksheet.
You must now prepare the server in Contact Center Manager Server using
worksheet.
Preparing the server for remote directory backup

On the server, create a local Windows user account that is identical to the one
you created on the network computer. Then add the account to the policy “Log
on as a service.” Detailed steps are provided in the following procedure.
Setting up the local Windows user account and password on the

original server
1 Log on to the new server in Contact Center Manager Server as NGenSys.
3 In the left panel, navigate to Local Users and Groups >Users.


5 In the User name box, type the name you recorded in the worksheet on
page 1769. This must be the same user name you assigned to the account
on the network computer.
6 In the Password box, type the password you recorded in the worksheet on
page 1769. This must be the same password you assigned to the account
8 Clear the check box for User must change password at next logon.
Note: If you do not remove this check mark, the restore fails because the
server in Contact Center Manager Server cannot access the network
computer.
9 Click Create.
10 Click Close.
Properties.


click Add.
17 Click OK.
18 When the Member Of tab reappears, click OK.




then click Add.
7 Click OK.
ATTENTION
Before backing up your database to a remote directory,


Manager Server > Database Backup.
3 Select Network Disk, and then click Next.

4 In the Account box, enter the account name for the remote backup location.
5 In the Password box, enter the Password for the remote backup location.

6 In the Network Path box, enter the Network Path of the remote backup
location.
7 Click Next.
Result: The Contact Center Manager Server services are started. A DOS
9 When the backup of database is complete, close the DOS Window.
10 Click Exit.
11 Click OK.

Step 8. Back up the CCMA Nortel data files on

the source server
You must create a backup of the individual Contact Center Manager

Administration data files, including Active Directory Application Mode
(ADAM, on the source server.
Nortel recommends that you back up the individual Contact Center Manager
Administration files in addition to performing a full backup of the source server
as this creates a more manageable backup file containing only the data files that
need to be restored to the target server.
The data files that you must back up before performing the full platform
migration procedure include the following:
Real-Time display snapshots
Schedule data
These files must be restored on to the target server to complete the migration
between servers.
There are 3 options for backing up these files:

Option 1—Nortel Backup and Restore utility
The first option is to use the Nortel Backup and Restore utility. This utility
provides an easy to use interface that allows you to schedule backups or
perform a one-time backup of Nortel data files. For details, see “Option 1:
Backing up data using the Nortel Backup and Restore utility” on page
1803.

Option 2—Windows Backup Tool

The second option is to use the Windows Backup Tool to back up the
Symposium Web Client data files. For details, see “Option 2: Backing up
data files using the Microsoft Windows Backup Tool” on page 1809.
Option 3—Third-party backup tool of your choice.
There are several other third-party tools that can perform similar functions.
Nortel tested the Veritas Backup Exec 9.1 tool, which can be used to back
up the Contact Center Manager Administration data. For known issues and
recommendation when backing up using Veritas Backup Exec 9.1, see
“Option 3: Known issues when backing up data using Veritas Backup Exec
9.1” on page 1811.
Choose the backup method that is most appropriate for your organization.
CAUTION

.

files, ADAM cannot function when restored on the target server.

Option 1: Backing up data using the Nortel Backup and Restore utility
1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
3 In the Nortel Networks Applications Configuration window, click Backup &

Restore.
Result: The Nortel Backup and Restore utility appears.

4 Select the Backup tab.

Result: The Backup window opens.
5 In the Backup window, you can save the backup file to a file location or to a
tape drive.
Saving the backup file to a file location
a. Select File.
b. Review the default location of the backup file, Restore.bkf. The backup
file is the file that the utility creates when you back up the Contact
Center Manager Administration files. The file contains a snapshot of all
Contact Center Manager Administration files that you back up. To
change the default name or location of this file, click Browse, and then
navigate to the location in which you want to store the file, and type a
new file name, if desired.
c. In the Archive Backup Files every menu, choose the number of
backup files that you want to keep in the backup location. You can keep
between 2 and 10 backups, or all backups. This provides you with the
flexibility to retain only the most recent backups to save space in your
backup location.
Example: If you choose 3 backups from the Archive Backup Files
every menu, the system retains only your most recent three backups in
the backup location.

Saving the backup file to a tape drive

a. Select Tape.
b. In the Media Pool box, enter the Media Pool name of the tape drive.
The Media Pool name of the tape drive is determined by clicking Start
> Settings > Control Panel > Administrative Tools > Computer
Management > Storage > Removable Storage > Media Pool >
Backup. The Media Pool name is listed in this folder. You must type
the Media Pool name in the Media Pool box exactly as it appears in
the Backup location.
ATTENTION
Any tape in the media drive is overwritten.
6 Click Next.
Result: The Schedule page appears.
7 Click the backup schedule type that you want to perform. You can choose
from:
Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)

One Time Only (to schedule a one-time-only backup at a time in the

future)
Run Now (to back up files as soon as a valid username and password
are entered)
Result: Based on your selection, a new window appears, allowing you to
define your selected backup schedule.
8 When you define the backup schedule, click Next.
Note: When scheduling the monthly option, if you schedule the backup to
take place on a date that does not exist, then the backup is not performed
for that month. For example, the selection “31st day of every month” is
invalid because February has only 28 days. The Backup and Restore utility
allows only a task to be scheduled on the last day of the month containing
the least number of days. For example, if you want the backup to run in
every month, then you can only schedule it to occur on day 28. However, if
you clear February, then the last day of a monthly schedule is 30. If you
clear April, June, September, and November, then the last day of a monthly
schedule is 31.
Result: Two new boxes appear in the Backup tab, prompting you to enter a
username and password.
9 Type a valid administrator username and password for the server, and then
click Finish.

Note: You must enter a valid username and password (that is, any
username and password that are configured with administrative privileges
on the server). If you do not enter a valid username and password, a
window appears prompting you to reenter a valid username and password.
If this happens, click OK and reenter a valid username and password.
Result: The system backs up the required files at the time you specified
and stores the backup in the Restore.bkf file in the default location (or in the
custom file name and location that you chose). For details about restoring
the information in this file, see “Option 1: Restoring Contact Center
Manager Administration data with the Nortel Backup and Restore utility” on
page 2122.
Viewing and manage scheduled tasks in the Nortel Backup and

Restore utility
Configuration.

3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.
4 Select the View Scheduled Tasks tab.
Result: A list of your scheduled tasks appears including the status and the
next scheduled run time of each task.
5 Highlight a task and select an action from the following options:

To view the details of a task, click View Details.
Result: A detailed log file of your task appears.
To delete a task, click Delete Task.
Result: A window appears asking you to confirm deletion of the task. Click
Yes, and the task is deleted.
6 Click Close.

Option 2: Backing up data files using the Microsoft Windows Backup

Tool
Detailed steps and information about the Microsoft Windows Backup Tool is
located on the Microsoft Website at www.microsoft.com.
Result: The Backup tab appears with a tree structure in the left pane,
listing all directories and folders.
the left of a file or folder (where <x> is the drive on which you installed
Contact Center Manager Administration):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
Networks\WClient\Apps\EmergencyHelp\Exports
Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime
Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCWdata
5 In Backup destination, do one of the following:
Choose File if you want to back up files and folders to a file (selected by
default).

Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by
Backup, it appears at the bottom of the Backup destination for the backup
window. If you do not have a tape drive, or your tape drive is not supported
or detected, you can select a floppy disk drive or a location on your hard
disk.
If you want to back up your files to a network drive, you must map a drive
letter to the network destination to which you want to back up your files. If
you map a drive letter to a network drive, Backup displays it in the Backup
destination for the backup window.
6 In Backup media or file name, do one of the following:
If you are backing up files and folders to a file, type a path and file name
for the backup (.bkf) file, or click the Browse button to find a file.
If you are backing up files and folders to a tape, choose the tape you
want to use.
If you want to schedule backups, then you must ensure that your backup tool lets
you back up all these types of files without requiring you to manually copy any
of them.
For further details about using the Windows Backup Tool or other backup
strategies, consult the Microsoft documentation at www.microsoft.com.

Option 3: Known issues when backing up data using Veritas Backup

Exec 9.1
Several other third-party tools are available instead of the Nortel Backup and
Restore utility and the Microsoft Windows Backup Tool to back up the Contact
Center Manager Administration data. Nortel tested the Veritas Backup Exec 9.1
tool, which can be used to back up the Contact Center Manager Administration
data, and the information contained here pertains to the Veritas Backup 9.1
software.
ATTENTION
Do not install the Veritas Backup 9.1 software on co-
resident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a co-
resident system, it has an adverse effect on the operation
of the system and can require a complete system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you
must note the following:
The default installation of Veritas Backup Exec uses the TCP port 10000,
which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration malfunctioning (administrative changes,
such as agent and skillset name changes, are not updated in real time,
requiring you to restart the ICERTDService to refresh the cache).

port that it uses to another port number of your choice (the Contact Center
Manager Administration Toolkit NameService port number cannot be
changed at this time). When changing the port number, you must first
investigate the ports that are currently used by all the products in your
network (both Nortel and third-party products). Then, choose a port that
does not cause a conflict between any of these products. For a list of ports
used by Contact Center Manager Administration, see the Contact Center
Configuration Guide. For instructions for changing the Veritas Backup
Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
When using the Veritas Backup Exec 9.1 tool to back up Contact Center
Manager Administration data files, you must first stop the SymposiumWC
service. Failure to do so results in errors in the Veritas backup, in which
case you are not able to use the backup to restore Contact Center Manager
Administration data. When the backup is complete, restart the
SymposiumWC service.
with Contact Center Manager Administration.
Shadow Copy Service installed.
To back up the Contact Center Manager Administration ADAM
information with the Veritas Backup Exec tool, select the following:
Shadow Copy Components > User Data > Active Directory Application
Mode > C:\Program Files\Microsoft ADAM\instance1\data
where C:\Program Files\Microsoft ADAM\instance1\data is the
instance used by Symposium Web Client data.
You must also back up all other directories detailed in the section
“Option 2: Backing up data files using the Microsoft Windows Backup
Tool” on page 1809.

For more detailed information, consult the online Help on the Veritas Web site
at www.veritas.com.
Option 4: Backing up Contact Center Manager Administration data

files by manually copying files
Back up the files in the following folders (where <x> is the drive on which
Contact Center Manager Administration is installed) to a secure storage location
such as a tape drive or a safe network drive:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\data
Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
In addition to the files listed in these folders, you must also back up any files that
you saved on the server for Contact Center Manager Administration operations,
such as custom report templates, Historical Reporting output files, or snapshots
of Real-Time Displays and Emergency Help panels. The locations of these files
are decided by the user. The default paths are:
Real-Time display snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
Emergency Help snapshots are stored as HTML files in the following
default path:

Finally, to manually back up ADAM instance files, take a copy of the following
directory and its contents:
<x>:\Program Files\Microsoft ADAM\instance1\
where <x>: is the drive on which Contact Center Manager Administration is

installed, and instance 1 is the folder containing the ADAM data files that are
installed with Contact Center Manager Administration.

Step 9. Create a Platform Recovery Disk on

the original server
Create a Platform Recovery Disk to gather required information from the server,
such as its setup record and database configuration. The Platform Recovery Disk
contains the file MigInfo.txt, which includes important details about how the
server is configured.
Even if a Platform Recovery Disk is available, ensure you create a new one to
include the latest PEPs and SUs.

window appears. Then the following window appears.

tasks:
To save the Platform Recovery Disk to a floppy disk:
c. Click OK.
To save the Platform Recovery Disk to a remote directory:
window appears.
e. Click OK.
is labeled clearly.
window.


dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

Step 10. Back up Real-Time Reporting and

Emergency Help
Two of the Contact Center Manager Administration configuration settings

which are stored in the Windows Registry include:
Real-Time Reporting Configuration settings (IP Send and IP Receive
Addresses)
Emergency Help Configuration Settings
Because these settings do not change often and cannot be backed up using
backup procedures, Nortel recommends that you take note of the Real Time
Reporting Configuration settings (IP Send and IP Receive Addresses) and the
Emergency Help Configuration settings whenever these settings change (for
example, after installing or upgrading Contact Center Manager Administration).
These settings must be manually reconfigured during a restoration process.
Backing up Real-Time Reporting and Emergency Help configurations

2 In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
3 In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings window appears.
4 Take note of all settings in the RTR Registry Settings window.
5 Close the RTR Registry Settings window.
6 In the left pane of the Configuration window, click on the Emergency Help
folder.
Result: The Emergency Help Registry Settings icon appears in the right
pane,

7 Click on Emergency Help Registry Settings icon.

Result: The Emergency Help Registry Settings window appears.
8 Take note of all settings in the Emergency Help Registry Settings window.

Step 11. Back up the CCT 6.0 database

Toolkit database.
Database backups are performed on an as needed or on a scheduled basis while

the system is running.
You can back up the Communication Control Toolkit 6.0 database in the
following two ways:
1. Use the NCCT 6.0 Console Database Admin snap-in. See “Backing up the
CCT database using the NCCT 6.0 Console NCCT Maintenance” on page
1821.
DBComd.exe file is in the Communication Control Toolkit 6.0 root
installation directory. See “Performing a scheduled backup using
DBComd.exe” on page 1825.

from a mapped drive. You must use a universal naming convention (UNC) path
to backup or restore the Communication Control Toolkit database.

Backing up the CCT database using the NCCT 6.0 Console NCCT
Maintenance
3 Expand NCCT Maintenance, and click Database Admin in the left panel.

4 In the right panel of the console, double-click Database Admin.


5 Click Browse.
Result: The Save As window appears.
Result: The NCCT Database Admin Properties window appears,

8 Click Backup.
Result: When the backup is complete, the following message appears.
9 Click OK.


1 Choose Start > Control Panel.



4 Click Next.

5 Click Browse.

select DBComd.exe.
7 Click Open.
Result: The Scheduled Task Wizard window appears.
8 Enter a name for the scheduled backup in the box.

9 Select the time to schedule the backup, and click Next.

Result: The Scheduled Task Wizard window opens.
Next.
Note: Nortel recommends that you schedule the backup during off-peak
hours.
11 Enter the user name (ensure the user name has administrator privileges)
and password.

12 Click Next.
box, and then click Finish.


Note: The backup file is overwritten every time the scheduled backup runs.
To prevent overwriting this file, you can write and schedule a batch file to
rename the backup file (for example, with an appended date) each time
after the scheduled backup runs.
15 Click OK.
Result: You completed configuring the scheduled backup.
that the DBComd.exe file creates. This log file is in the folder where you
installed Communication Control Toolkit 6.0 (for example, C:\Program

Supported third-party backup applications include Veritas.

Step 12. Back up the TAPI SP database

Backing up TAPI for the CS 1000/M1 switch

toolkit\tapi).
Backing up ICM TAPI for the CS 2X00/DMS switch

1 Locate the ICM TAPI database file ntspdb.mdb in the TAPI installation
directory (for example, C:\Program Files\Nortel\Symposium TAPI
Server\database\ntspdb.mdb).

Step 13. Prepare the new server for Release

6.0
You must complete the base configuration of your new server before you can
install Release 6.0 of Contact Center Manager Server and restore your
database.
Reviewing the Release 6.0 server requirements and set up the tape
drive on the new server
1 Review the list of requirements for a Release 6.0 server, and ensure that
your server meets each requirement.
2 If the new platform is equipped with a tape drive and driver software that is
not compatible with that of the original server, then remove the tape drive
and install a compatible drive and its driver software on the new platform.
For more information, see the maintenance guide for your hardware
platform.
CAUTION
Risk of database restoration failure

The database backup that you make on the original server
.
must be compatible with the tape drive subsystem on the new

server (driver software, tape drive, and tape media).
Otherwise, you cannot restore your database.
If you move the original platform tape drive to the new platform, ensure that
the database backup of the original platform is complete before you remove
the drive.
3 Ensure that the new platform is disconnected from the network of the
original platform (both ELAN Subnet and Nortel server subnet). The new
platform can remain disconnected until the upgrade procedure is
completed.

Note: Nortel recommends that you test your network connection before you
prepare your new server for full service. Disconnect the original server
network (both Nortel server subnet and ELAN subnet) connections, to
ensure that no conflict between the IP address and the computer name of
the original server and the new server exist, test the network drivers and
TCP/IP stack. For more information, see the tip on checking your TCP/IP
stack in “Resolving the failed ping” on page 3009.

Step 14. Install Windows Server 2003 on the

target server
You must perform a fresh install of Windows Server 2003 on the new server.
2003.
When you install Windows Server 2003, remember to:
delete all existing partitions on the primary drives (do not alter the disabled
drives) and format the drives
create a new drive C partition on which to install the Windows Server 2003
operating system
configure the LAN network cards with the same network IP configuration
(for example, IP address, subnet mask, default gateway, and so on) as on
the original server. See the TCP/IP parameter information in the
On the new server, you can use a different computer name and different
IP addresses than on the original server. However if you are installing
the server in a networked environment, Nortel recommends that you use
the original computer name and IP addresses (Nortel server subnet and
ELAN Subnet) on your new server. See the information in the
check that the Virtual Memory allocation (swap file) on the new server is
RAM size times 1.5. Set both the initial and maximum size to this value.
partition the disks to at least the minimum recommended size (for more
information, see the Nortel Contact Center Manager Planning and
Engineering Guide)
check that the new server is installed with tape driver software that is
compatible with Windows Server 2003. If it is not compatible, you cannot
restore your database.
ensure that the new drives are installed with the correct RAID
administration utility (if your server is equipped with RAID). The RAID
software is platform-specific and is installed differently for each platform.

Performing a new installation of Windows Server 2003

2003.
Step Details ✔
1 Set up your If your server uses RAID, ensure the RAID configuration is set
RAID up according to the manufacturer instructions.
configuration.
2 Obtain the Use either Windows Server 2003 (Standard Edition) or

Windows (Enterprise Edition).
Server 2003
CD-ROM.
Do not use Windows Server 2003 Datacenter or Web editions.
3 Start the Start installing Windows Server 2003 according to the

Windows instructions supplied with the operating system. Follow the on-
Server 2003 screen instructions to create a partition for the operating system.
installation. This partition must reside on drive C:\ of your server on an
NTFS partition.
Setup copies the operating system files to the installation folders
on the new partition. When the copy process is complete, the
system restarts. The Windows Server 2003 Setup wizard
appears.
4 Complete the Use the following guidelines in this table to complete the
Windows Windows Server 2003 Setup wizard.
Server 2003
Setup wizard.
Regional Complete this window as required for your site.

Settings
window
Personalize Complete this window as required for your site.

Your Software
window

Step Details ✔
Licensing Nortel recommends that you use the Per server licensing mode
Modes and that you have a minimum of five concurrent connections.
window Per server mode is the default.
Computer Enter the computer name and administrator password, as
Name and recorded in Step 14. “Install Windows Server 2003 on the target
Administrator server” on page 1834.
Password
window Pay close attention to the naming rules for the computer name as
described in the worksheet (no spaces, hyphens, or underscores
are allowed).
If you change the computer name of Contact Center Manager
Server during the upgrade, you must reconfigure all of your
other Contact Center components with the new computer name:
You must also ensure that the new computer name and DNS
host name match, and that all third-party applications that
require a computer name, use the new Contact Center Manager
Server name.
Date and Time Complete this window as required for your site. Ensure the
Settings correct time zone is set for the server.
window
Attention: If you use a Communication Server 1000/Meridian 1
PBX switch, you must clear the Automatically adjust clock
for daylight saving changes check box.
Modem Complete this window as required for your site.
Dialing
This window appears if you have a modem attached to the
Information
window
server. If this window does not appear, proceed to the next
window.

Step Details ✔
Networking After the system installs the networking components and the
Settings status bar finishes scrolling, select Custom settings.
window

Step Details ✔
Networking Use this window to select networking components and set up

Components the TCP/IP parameters for the Nortel server subnet and ELAN
window network interface cards. See your entries in the IP address table
in Step 14. “Install Windows Server 2003 on the target server”
on page 1834.
Networking components selection
After detecting the first network card, the Windows Server 2003
Setup wizard displays a list of networking components for that
card. For each network card, the following three components are
selected by default. Do not deactivate any of the following
default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet
and ELAN cards
Complete the following steps for each card that the Setup
wizard detects on your server.
1 Click Internet Protocol (TCP/IP), and then click
Properties.
2 In the General tab, enter the IP information required for the
card (for example, IP address, subnet mask, and default
gateway). Consult with the network administrator for the
site.
Note: To complete the installation successfully, you must
enter an IP address for each network interface card. If you
do not yet have the correct IP addresses for the cards, then
type “dummy” IP addresses now. Remember to reconfigure
the cards with the correct addresses later.
3 From the General tab, click Advanced. Use the DNS and
WINS tabs to type information about DNS and WINS
servers. Consult with the network administrator for the site.

Step Details ✔
Workgroup or Adding computer to a workgroup

Computer
1 Select No, this computer is not on a network, or is on a
Domain
network without a domain.
window
2 In the “Workgroup or computer domain” box, type the
workgroup name that you entered in the checklist titled Step
14. “Install Windows Server 2003 on the target server” on
page 1834.
You can add the server to a domain, after you install Contact
5 Log on to After the Windows Server 2003 Setup wizard installation of the
Windows operating system is complete, you must configure the operating
Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM.
When you log onto Windows Server 2003 for the first time, the
Windows Server 2003 Manage Your Server wizard appears.
This wizard is not necessary for Contact Center Manager Server
functionality. Proceed to the next step (Step 6) to configure
additional server software.
TIP:
Select the Don’t display this screen on startup check box.

Step Details ✔
6 Add or Use Add or Remove Programs to configure your Windows

Remove Server 2003 operating system.
Programs.
Using Add or Remove Programs
3 Click Add or Remove Windows Components to view a
list of the installed components.
4 IIS is an Subcomponent of Application Server and is
checked by default. Click Application Server, and then
click Details to uncheck IIS on the components list.
5 Select Management and Monitoring Tools, and then click
Details.
6 Ensure the check box beside SNMP is checked. If it is
checked, then SNMP is installed.
7 Click OK to return to the Add or Remove Windows
Components property page.

Step Details ✔
7 Check the Verify that the virtual memory on the server is RAM size times
virtual 1.5. Set both the initial and maximum size to this value. If the
memory virtual memory is smaller, increase it to RAM size times 1.5.
settings. Nortel recommends that the paging file be located on drive C.
Verifying the virtual memory on the server
1 From the Start menu, choose All Programs > Control
Panel.
2 Click System.
3 On the General tab, take note of the RAM size.
4 Click the Advanced tab, and then click Performance
Settings.
5 Click the Advanced tab again.
6 Click Change to view and make changes to the virtual
memory settings.
7 Restart the server if prompted.
If any of the following conditions apply, when the system stops
unexpectedly, the complete memory dump for the system is not
generated:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel
recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x
RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not
create paging files on database partitions or other partitions

Step Details ✔
10 Check the You require only one network interface card. However, if you
binding order have more than one network interface card, you must configure
for the Nortel the bindings order of the network interface cards so that the
server subnet Nortel server subnet card is first, then the ELAN card, then the
and ELAN virtual adapters for remote access.
cards.
2 Double-click Network Connections.
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.
4 In the Connections box, ensure the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
11 Check the Use the Windows Device Manager to check that the required
serial port serial ports exist. You require COM1 to provide remote support,
configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
Checking the required serial ports
2 Click System, and then click the Hardware tab.
3 Click Device Manager, and then double-click Ports (COM &
LPT) to view the communications ports.
4 For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
If a required port does not exist:
1 Ensure that the port is installed.
2 Go to the BIOS and correct the address of the missing port.

Step Details ✔
12 Format all Ensure that the disk drives on the server are formatted according
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
If the Welcome to the Write Signature and Upgrade Disk wizard
appears, click Cancel. This wizard is only for configuring
dynamic disk partitioning. Release 6.0 supports Windows basic
disk partitioning and dynamic disk volumes. When partitioning
your drives, do not use the Windows option to upgrade to
dynamic disks.
If you are performing an upgrade, ensure you fully understand
the partition requirements on your new server. See the section
on disk partitioning requirements in your upgrade procedure.
Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly
1 From the Start menu, choose All Programs >
2 Under Storage, click Disk Management to view and change
disk partitioning.
3 The operating system resides on the C partition. This must
be the only Primary partition. You must configure all other
partitions (D, F, G, and so on) as Logical drives within
Extended partitions on basic disks. The following steps offer
some guidelines on creating extended partitions and logical
drives:

Step Details ✔
a. Right-click each disk that you want to configure.

b. On the resulting menu, click Create Partition.
c. Follow the prompts in the Create Partition Wizard to
create an extended partition for each disk.
d. When you create the extended partitions, you must
create the logical drives by specifying their size and
drive letters. Right-click each disk.
e. On the pop-up menu, click Create Logical Drive.
f. Follow the prompts in the Create Partition Wizard to
create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in
the pop-up menu, then you must choose this option to write a
disk signature before you proceed with creating partitions and
logical drives.
13 Install any If your server requires any additional drivers for your hardware
additional configuration, install them.
drivers
required for
your
hardware
configuration.
14 Test the Use the ping command to test both the Nortel server subnet and
network ELAN subnet network connections.
connection.
15 Install the Install the latest Windows Server 2003 service pack that is
Windows validated with Contact Center Manager Server. You can obtain
Server 2003 this information from the Contact Center Portfolio Service
service pack. Packs Compatibility and Security Hotfixes Applicability List.
Available on the Partner Information Center Web site

Step Details ✔
17 Install the After you install Windows Server 2003, depending on your
Internet version of the software, you must download and install the
Group Internet Group Management Protocol (IGMP) patch from
Management Microsoft to receive multicast data properly.
Protocol
patch from To download and install the patch, and to find out which
Microsoft. versions of the Windows Server 2003 software require it, you
must contact Microsoft Product Support Services, as described
in the Knowledge Base article listed on the Microsoft Web site
(www.microsoft.com).
If your version of Windows Server 2003 requires this patch, but
you do not install it, your server cannot reliably receive
multicast data from the server in Contact Center Manager
Server.
Manually updating the HOSTS table

If you cannot configure a Domain Name Service (DNS) server during the
Windows installation, Contact Center Manager Administration cannot find the
Contact Center Manager Server systems. In this case, you must manually update
the HOSTS table.
When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server host name must be
associated with an IP address. When the HOSTS table carries out this
association, it is called host name resolution. The HOSTS table resolves host
names to IP addresses on local computers.

Manually update the HOSTS table
ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information about HOSTS in the supporting
documentation for Microsoft Windows Server 2003.
1 Access the sample HOSTS tables provided with the Windows Server 2003
installation in the following directory:
<x>:\Windows\system32\drivers\etc

2 Double-click the HOSTS file and open the file with a text editor (for
example, Notepad) to modify the host tables.
ATTENTION You do not have to use host tables for name resolution if
the names of the Contact Center Manager Servers are
registered on a DNS server.
Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
HOSTS table is provided in the following image as a guideline, but is not
intended to indicate exactly how the HOSTS tables can be configured on
the Contact Center Manager Administration server.
3 At the end of the file, type the IP address and computer name of:
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Note: Separate the two values by using the space or the tab key. HOSTS
tables are case-sensitive.

4 Click File > Save to save your changes.

Note: After you edit and save the file, the system automatically reads your
new settings. If you are editing the sample HOSTS file, save the file without
an extension so that the system recognizes your changes.
Applying security patches

Given the number of operating system security patches and the complexity
inherent in any network, Nortel recommends that you create a systematic and
accountable process for identifying and applying patches.
To help create such a process, you can follow a series of best practices
guidelines, as documented in the National Institute of Standards and Technology
(NIST) Special Bulletin 800-40, Procedures for Handling Security Patches.
This bulletin suggests that if an organization does not have a centralized group
to coordinate the storage, evaluation, and chronicling of security patches into a
library, system administrators or the contact centre administrator must fulfil this
role.
Compatibility of security patches with Contact Center Manager

Administration
When possible, Nortel incorporates the latest operating system security
recommendations and patches in an integrated solutions testing strategy during
each test cycle. However, due to the urgent nature of security patches, Nortel
recommends that customers follow Microsoft guidelines as they are issued,
including any Microsoft installation procedures and security patch rollback
processes that are in place. Finally, you must make a full system backup before
patching the system. This allows you to rollback the system to a previous state,
if required.
Nortel recommends that you follow the security guidelines for Contact Center
Manager Administration, and see the latest Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes Applicability List available at
www.nortel.com.

If Contact Center Manager Administration does not function properly after you
apply a Microsoft security patch, you must remove the patch and revert to the
previous version of Contact Center Manager Administration (from the backup
you made before applying the patch). For added security, always check to see if
Nortel verified the Microsoft patch for its compatibility with Contact Center

Step 15. Configure IIS to support ASP.NET

applications
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.
If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP)
and ASP.NET on the Contact Center Manager Administration server, proceed to
Step 16. “Ensure the computer name and DNS host name match” on page 1854.
If you do not perform this task, the following error message appears when you
attempt to launch Report Creation Wizard:
Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.
You may be asked for your Windows 2003 Server installation CD during the
configuration steps of this procedure.

Configuring Internet Information Services (IIS) to support ASP.NET

applications

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window appears.
3 Under Components, select Application Server, and then click Details.

Result: The Application server window appears.
4 Under Subcomponents of Application Server, select the check box next to

the ASP.NET component.

5 Click OK
Result: The Application server window closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.

Step 16. Ensure the computer name and DNS

host name match
You must ensure your server computer name and DNS host name match exactly,
including uppercase and lowercase letters. If these names do not match, you
cannot install the Contact Center Manager Server database software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. In Windows, your entry is used to set both the computer name and the
DNS host name. However, after the operating system is installed, you find that
Windows set the DNS host name in uppercase letters as you entered it, but that
the computer name is set in all lowercase letters. Use the following procedures
to check the names and, if necessary, change them.
Ensuring the computer name and DNS host name match

1 After you install the operating system, log on to the server as
Administrator.
2 From the Start menu, choose Control Panel, and then click the System
icon.


4 Write down the Full computer name exactly as it appears, including case.
Note: Ignore the period at the end of the Full computer name.
5 Click Change.
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 down to determine whether the names
match exactly, including case.
8 perform one of the following tasks:
If the names match, close the windows you opened, and then continue
with the configuration of your server.
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name

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

a. Type any character at the end of the Computer name to enable the OK
button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
d. Click Properties.
e. Go back to step step 3 on page 1856.
Result: The system prompts you to restart.
4 Click OK.
5 Click OK to close the System Properties window.
6 Click Yes.
7 When the system restarts, log on to the server as Administrator.
8 To ensure the names match now, repeat the procedure Step 16. “Ensure
the computer name and DNS host name match” on page 1854.

Step 17. Install your remote support access

tool
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center
Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on
page 1860. If a previous version of pcAnywhere is installed on the Contact
Center Manager Administration server, consult the Symantec Web site
(www.symantec.com) to find out whether you must uninstall this version before
installing pcAnywhere 11.5.
Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection
for Administration as the remote support tool for all PCs in their network. For
information about enabling Microsoft Remote Desktop Connection for
Administration, see “Enabling Microsoft Remote Desktop Connection for
Administration” on page 1871.
Nortel recommends that you install only one of the supported remote access
tools (pcAnywhere or Remote Desktop Connection for Administration) on the
Contact Center Manager Administration server, not both.

Remote Access Services (RAS) are supported in the following install
configurations:
CCMA (stand-alone) Yes

CCMS (stand-alone) Yes
CCT (stand-alone) No
CCMA and CCMS (co-resident) Yes
CCMA, CCMS, and CCT (co- No

resident)
RAS and co-residency

If you install Contact Center Manager Server on a co-resident server, RAS is not
enabled. Nortel recommends that you configure a Virtual Private Network
(VPN) connection for the co-resident server. Connecting to the server through
pcAnywhere over a VPN connection is supported on co-resident servers with all
three applications installed—Contact Center Manager Server, Contact Center
Manager Administration, and Communication Control Toolkit.
If Communication Control Toolkit is included in the co-resident installation, in

addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN
through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server

through a modem, problems occur due to a potential conflict when a modem
driver coexists with Communication Control Toolkit drivers on the same server.
One licensed copy of pcAnywhere version 11.5 Host Only is provided on the
Contact Center Manager installation DVD. You can use this software license to
configure the server as the host computer in remote control sessions (that is, the
computer to which remote computers connect).

Installing pcAnywhere 11.5 Host Only

The following steps are general guidelines only. For more complete information,
see the documentation included with the pcAnywhere software.
If you upgrade from a previous version of the software and the installation
wizard asks if you want to preserve configuration data, select No. Configuration
data from previous versions of pcAnywhere is incompatible with pcAnywhere
version 11.5.
CAUTION
Risk of system failure

Before you install pcAnywhere version 11.5, consult the driver
.
manufacturer Web sites for available updates to ensure that the

video drivers on the Contact Center Manager Administration
server PC are current. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, see the pcAnywhere Web site at www.symantec.com.

2 Insert the pcAnywhere version 11.5 CD into the server.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure message box appears. This
occurs because Terminal Services must be in Install Mode before you can
install an application.
4 Click Add or Remove Programs to open the Add or Remove Programs

window.
6 Click CD or Floppy.

7 Click Next.
Result: The program finds the setup.exe file on the CD.
8 Click Next.
Result: The pcAnywhere 11.5 launchpad appears.
9 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This can take a few moments.
10 Click Next.
12 Enter your username and company details, and then click Next.
13 Accept the default location for installing the software, or click Change to
choose a custom location. Then click Next.
14 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
15 Click Install.
Result: The program installs the software. When it is finished, the
LiveUpdate window appears. Click Next.
16 The program installs any updates. Click Finish when it is done.
17 When the wizard prompts you to register pcAnywhere, click Skip. Then
click Yes when it asks you to confirm your choice.

Starting pcAnywhere 11.5 or later for the first time

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. In this case, you must uninstall
pcAnywhere, update your video driver, and then 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 PC. These caller accounts
restrict usage of pcAnywhere to appropriate users (for example Nortel support
personnel and distributors).
If, during the pcAnywhere configuration, you get a message 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

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.

d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
where C is the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties window appears.
6 In the Name box, select Administrators.

7 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, select the check box Allow beside Full Control.

Configuring pcAnywhere 11.5 or later as a host
If you are using a modem connection with pcAnywhere, you must have the
modem configured before you perform this procedure.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and then
4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.
5 From the Connection type for this host box, select your modem (if you are
using a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

7 Click Next.
Result: The following Wizard window appears:
8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.

10 Accept the default values in this window, and then click Next.
11 Click Add.
Result: The Identification window appears.
12 In the Login name box, type a name for the caller account. You can choose
any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you typed NGenDist for the login name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account to
identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> window appears.

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties window appears.

22 Click the Superuser option button.
23 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.
24 Click the Security Options tab.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3. Ensure that the Session
options are set to Host and Remote, and the Encryption Level is set to
None.

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 Click the Protect Item tab if you want to assign a password to control who
can modify the Network icon settings. 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 a copy of it
in a safe place. If you forget the password, you cannot change
any settings.
30 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.

31 Optionally, repeat steps 4 to 30 to create another caller account of your

choice (for example, NGenDesign).
Tip: If you typed NGenDesign for the login name of the second caller
account, then you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
32 Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later

3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support

access tool
If you install pcAnywhere 11.5 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. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “Enabling
Microsoft Remote Desktop Connection for Administration” on page 1871.
Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
Virtual Private Network (VPN) connection using Nortel VPN Router
(recommended)
or

Microsoft Network and Dial-up Connection for Remote Access Support

connection
For more information about setting up remote support with a VPN, see the
Nortel Contact Center Manager Planning and Engineering Guide.
Enabling 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 On the server, click Start >Control Panel > System.
Result: The System Properties Window appears.
2 Click the Remote tab.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.
Note: For details about using Microsoft Remote Desktop Connection for
Administration, see Microsoft documentation at www.microsoft.com.

Step 18. Add local Windows account to the

new server
On your new Contact Center Manager Server, you must create a local Windows
user account that is identical to the one you created on the network computer
containing the database backup. You then add the account to the policy “Log on
as a service.” During the server software installation, if the user name and
password matches with the network computer, the system restores the database
on your new Release 6.0 server.
If the user name on the network computer is NGenSys, you do not need to set up
the user account on the Release 6.0 server. The Release 6.0 Contact Center
Manager Server installation automatically creates the NGenSys user account.

3 In the left panel, navigate to Local Users and Groups >Users.


5 In the User name box, type the same user name you assigned to the
6 In the Password box, type the same password you assigned to the account
computer.
9 Click Create.
10 Click Close.
Properties.


click Add.
17 Click OK.
18 When the Member Of tab reappears, click Apply, and then click Close.
Click User Rights Assignment to view its contents in the right panel.



then click Add.
6 Click OK.

Step 19. Copy the latest Service Update and

Before installing the Release 6.0 Contact Center Manager Server software, you
must do the following:
Copy the latest Service Update pack to drive D on your server.
Center Server to drive D:\OldPrd of the reconfigured server.
ATTENTION
Do not install the Service Update pack! The installation
program installs it automatically at the appropriate time
when you install the server software.

pack on the Enterprise Solutions PEP Library Web site at http://
Copying the latest Service Update pack and Platform Recovery Disk
to the server
1 Insert the Nortel Contact Center DVD into the DVD-ROM drive.
Note: If you are installing from a network shared drive, map the DVD to a
2 Navigate to the Supplementary SU folder on the DVD or the shared drive
and copy the Service Update (for example, CCMS_6.0_SU_92.msi) to the
root of the drive D.
Note: If you are installing a SIP enabled Contact Center, you must copy
4 Insert the Platform Recovery Disk you created previously into drive A.

Step 20. Server configuration
Set user account policies

Before you install the Contact Center Manager Server software, you must ensure
that the account policies for the users on your server meet the following
guidelines:
Disable password must meet complexity requirements
minimum password age 0
minimum password length 0 characters
Enforce password history 0
Store pass using reversible encryption 0
Change the account policy to meet your requirements after you complete the
installation.
Switch type
Ensure that you are you using the same type of switch that you used for Contact
Verify your Contact Center Manager Server package

Before you install Contact Center Manager Server, ensure you know which
package you are going to install so that you can enter the correct information
during the installation.
What is next?
Proceed to Section B:“Installation” on page 1879.

Section B: Installation
In this section
Overview 1880
Step 21. Installing the Contact Center Manager Server software 1881
Step 22. Configure your CCMS settings after the installation (optional) 1916
Step 24. Install the CCMA component on the co-resident server 1941
(CS1000) 1963
Step 26. Install Communication Control Toolkit for voice (CS2x00) 1972
Step 27. Install Communication Control Toolkit for SIP 1981

Overview
the steps to upgrade to Release 6.0 of Contact Center Manager Server.
preinstallation tasks. For more information, see Section A:“Preinstallation” on
page 1767.

Step 21. Installing the Contact Center Manager

Server software
Follow this procedure to install the Contact Center Manager Server software.
Installing the co-resident server software

wait for it to autorun. If the DVD does not autorun, then browse to the DVD
and run setup.exe.

Select License Manager.
Select Contact Center Manager Administration.


Select Server Utility (you can install the Server Utility with Contact
Center Manager Server or stand-alone).
4 Click Install.
Result: The INSTALLATION ORDER window appears. All of the
5 Click Start.
appears.

6 Click Next.
7 In the Server Type section, select Stand-alone.

8 In the Install Type section, select Upgrade of 4.2 database Migration of 5.0
or 6.0 database, and then click Next.
Result: The preinstallation checker starts and the Pre-Install Check -
Summary tab window appears.


10 Click OK.
Result: The CCMS Configuration window appears.

To enter all of the configuration data before you install the software,
select Enter configuration data now to complete CCMS
configuration automatically.
To enter all configuration data after the installation, select Enter

12 Click Next.


15 Click Next.


ATTENTION
switch type on the new configuration that is associated
with the old configuration. For example, if you have a co-
resident 6.0 configuration with a CS 1000/Meridian 1
switch, you cannot migrate to a co-resident 6.0
configuration with a CS 2x00/DMS or SIP switch.

CAUTION
Risk of malfunction
. ca
ATTENTION

19 In the Serial Number box, enter the serial number for the switch.
Note: You can change the Primary License Manager IP address when the


Note: You can change the Secondary License Manager IP address when
the installation is complete.
ATTENTION
The IP addresses used for the Primary and Secondary
subnet and the Nortel server subnet must be top of the
binding order on the Contact Center Manager Server and
License Manager servers.
is 3998.

step 16:
Option 1
If you selected CS 1000 (M1), the following window) appears.

the switch.
d. Click Next.

Option 2

c. Enter the Network Node.
d. Enter the Service ID.
f. In the Service Version box, enter the SCAI protocol that you plan to use
as defined by the application.

j. Click Next.
Option 3
b. Enter the following information:

Domain Name—SIP Domain in which the Contact Center Manager
Server resides.
Note: The combination of Contact Center Name and Domain constitutes
the SIP Server Subscriber URI.
Password—Password for the SIP server subscriber.
Local SIP Port—The Nortel Server Subnet IP Address.
Network Protocol—The transport protocol for SIP Session
communication to the target Proxy Server. The default is TCP.
Center Manager Server and the SIP Proxy Server.
Proxy IP Address —The IP Address of the Target Proxy Server.


(the default it 5060).
c. Click Next.
d. Enter the required information, and then click Next.


e. Enter the required information, and then click Next.

f. Enter the required information, and then click Next.

27 Click Next.
subnet.
If you are using two network interface cards, place a check mark beside
ELAN subnet, and then from the IP Address list, choose the IP address
for the ELAN subnet.

29 Click Next.

click Next.
click Next.
If you are using CallPilot, for Voice Connection Type select TCP.
Specify the ELAN subnet IP address of the CallPilot server, and set the

Connection tab.)
ATTENTION
239.255.255.255 range. The default 230.0.0.1. Check with
Note: The RSM IP address must not be confused with your Nortel server

32 Click Next.
optional package, skip to step 34.

34 If you selected Open Queue the CCT Server window appears, if you did not
select Open Queue, skip to step 37.
35 If you are using a remote Communication Control Toolkit server, place a

check mark in the Use a remote CCT server checkbox.
36 Keep the default CCT port numbers. For more information about
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.


Note: You must use the same site name you used on the original server.
39 Click Finish.

40 Click Continue.

41 Review the tabs and make any changes as required, and then click OK.
42 Click Begin.
Result: The Installing Contact Center Manager Server window appears.
copies the Sybase software files to the server. After 3 to 5 minutes, and
then system restarts. The Sybase installation window appears.
Stage 1

The installation of the Sybase software and the Contact Center Manager
Server software continues. The system windows appear showing the
different stages (Stage 1 to 5) of the installation. During Sybase installation,
the server reboots.
Note: If you are prompted to click Continue to complete the installation, do
do now. You need to click Continue a several times.
43 Log on as Administrator.
Result: The installation of the Sybase software and the Contact Center
Manager Server software continues.
Note: You do not require Terminal Services on the server; however, if you
installed Terminal Services on the server, you must click Continue to
continue installing the database.
Stage 2
Stage 3

Stage 4

The system installs the service updates.
Stage 5 (This stage has 6 parts during which the database is created).

44 Wait for the Database Restore Utility window to appear.

45 Perform one of the following tasks based on which method you are using to
restore your backed up files:
If you want to use a Network Disk to restore the database, proceed to
If you want to use a Local Tape Drive to restore the database, proceed
to “Option 2” on page 1910.

Option 1
If you chose Network Disk, the following window appears.
a. Verify the details of the network location, and then click Next.
b. The following window appears.

Note: If you performed a database integrity check on the Active Server and
you know that your database is working properly, you can choose to skip
the database verification during the restore. The database verification takes
about 30 minutes. If you want to skip the database verification, check the
Do not verify the restored database check box.
Attention: If you change the configuration of the Active Server at any time,
you must rerun the Server Configuration utility on the Standby Server to
ensure the configurations match.
c. Click Start Restore.
Stage 1

Stage 2

Option 2
If you choose Local Tape Drive, the following window appears.
a. Ensure that the database backup tape is in the tape drive.

b. Click Start Restore.

Stage 1
Stage 2
46 When the restore is complete, click Done.

Result: The services start.
If you configured your Contact Center Manager Server software,
continue with step 48 on page 1913.

If you did not configure your Contact Center Manager Server software,
complete continue with Step 22. “Configure your CCMS settings after
the installation (optional)” on page 1916.
Result: The Server Configuration Utility window appears.

48 Click OK.

50 Click Finish.

components.
If you installed the License Manager, proceed to Step 24. “Install the
CCMA component on the co-resident server” on page 1941.
If you do not plan to install any other Nortel Contact Center components
on this server, continue with Section C: “Postinstallation,” on page 1993.

Step 22. Configure your CCMS settings after

the installation (optional)
from step 44 on page 1906. If you chose to configure Contact Center Manager
Server, you can skip this step.
Configuring your CCMS settings after the installation

1 Wait for the Customer Information window to appear.


4 Click Next.


ATTENTION
switch type on the new configuration that is associated
with the old configuration. For example, if you have a co-
resident 6.0 configuration with a CS 1000/Meridian 1
switch, you cannot migrate to a co-resident 6.0
configuration with a CS 2x00/DMS or SIP switch.

CAUTION
Risk of malfunction
. ca
ATTENTION

8 Enter the serial number for the switch.
Note: You can change the Primary License Manager IP address when the


Note: You can change the Secondary License Manager IP address after
you install Contact Center Manager Server.
is 3998.

15 Click Next.
subnet.
17 If you use two network interface cards, select the ELAN subnet check box,
subnet.
step 19 on page 1927:

Option 1

in length.
Result: If you are unsure of the correct information, or if you make a
mistake, you can change the switch information after you finish the
installation.
the switch.
d. Click Next.

Option 2

in length.
c. Enter the Network Node.
d. Enter the Service ID.
f. In the Service Version box, enter the SCAI protocol that you plan to use
as defined by the application.

j. Click Next.
Option 3
b. Enter the following information:

Domain Name—SIP Domain in which the Contact Center Manager
Server resides.
Note: The combination of Contact Center Name and Domain constitutes
the SIP Server Subscriber URI.
Password—Password for the SIP server subscriber.
Local SIP Port—The Nortel server subnet IP Address.
Network Protocol is the transport protocol for SIP Session
communication to the target Proxy Server. The default is TCP.
Center Manager Server and the SIP Proxy Server.
Proxy IP Address—The IP Address of the Target Proxy Server.


(the default it 5060).
c. Click Next.
d. Enter the required information, and then click Next.


e. Enter the required information, and then click Next.


f. Enter the required information, and then click Next.

subnet.
20 If you are using two network interface cards, place a check mark beside
ELAN subnet, and then from the IP Address list, choose the IP address for
the ELAN subnet.
21 Click Next.

If you are using a CS 2x00/DMS switch, the Voice services window does
not appear. Proceed to step 23 on page 1929.

click Next.
click Next.
If you are using CallPilot, for Voice Connection Type select TCP.
Specify the ELAN subnet IP address of the CallPilot server, and set the

Connection tab.)
ATTENTION
239.255.255.255 range. The default 230.0.0.1. Check with
Note: The RSM IP address must not be confused with your Nortel server

24 Click Next.
optional package, skip to step 26 on page 1931.


Note: You must use the same site name you used on the original server.
28 Click Finish.
29 Click Continue.

30 Review the tabs and make any necessary changes, and then Click OK.
31 Review the tabs and make any necessary changes, and then click OK.
32 Click Yes.



34 Click OK.

36 Click Finish.

components.
If you already installed the License Manager, proceed to Step
24. “Install the CCMA component on the co-resident server” on page
1941.
If you do not plan to install any other Nortel Contact Center components
on this server, continue with Section C: “Postinstallation,” on page 1993.


co-resident server
Follow this procedure to install the License Manager.
Installing the License Manager on the co-resident server


2 Click Next.



5 Click Begin.

6 Click Finish.
7 Continue with the next procedure, Step 24. “Install the CCMA component
on the co-resident server” on page 1941.

Step 24. Install the CCMA component on the

co-resident server
Before you begin the procedures in this step you must complete the following
tasks:
Read the Contact Center Manager Planning and Engineering Guide. This
guide contains important information about the Contact Center 6.0 data
network and how the components of the suite work together.
Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the data that
you need to collect about your network system to complete the Contact
Read and complete the procedures in the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide. This guide contains important information about
server software and hardware requirements, and includes procedures for
installing and configuring Windows Server 2003 on the application server.
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed,
IIS is successfully installed. If IIS does not appear, then you must ensure
that it is correctly installed before you proceed with the Contact Center
This step is a continuation from Step 23. “Install the License Manager on the co-
resident server” on page 1937.

Install Contact Center Manager Administration on the Contact Center

Before you perform this procedure, you must verify that Internet Information
Services (IIS) is installed before you install Contact Center Manager
Administration. Click Start >All Programs >Administrative Tools. Internet
Services Manager is listed, IIS is successfully installed. If IIS does not appear,
then you must ensure that it is correctly installed before you proceed with the
Installing the Crystal Enterprise 10 Embedded software

To work with the Historical Reporting component in Contact Center Manager
Administration, you must first manually install the Crystal Enterprise 10
Embedded software and the Crystal 10.0 Common Hotfix Patch. You must
install this software before you install Contact Center Manager Administration.
Failure to do so halts the Contact Center Manager Administration installation.

1 In Windows Explorer open the Contact Center Manager installation DVD.
2 Browse to ..CCMA/CR10_EE.

3 Double-click the setup.exe file.

4 Click Next.





8 Click Next.
appears.
Result: When the installation is finished, the Completed window appears.
9 Click Finish. If you are prompted to restart your server, you must use
serman man to set the services to Manual so that when you restart the
server the Contact Center Manager Server services do not restart.


Result: The Contact Center Manager Server services are set to
Manual. When the server is restarted, the services do not start
automatically.
c. When the server restarts, from the Start menu, choose Run.
d. Type D:\nortel\iccm\bin\serman auto, and then click OK
Result: The Startup Type of the services is changed back to
Automatic.
Installing Crystal 10.0 Common Hot fix patch

The Crystal 10.0 Common Hot fix patch must be installed after installing the
Crystal Enterprise 10 Embedded software, and before installing Contact Center
ATTENTION
After you install the Crystal 10.0 Common Hot fix and
install the Crystal Reports 10.0 Hot fix found on the
Contact Center Manager installation DVD in the following
location: Supplementary SU\CCMA\Hot Fixes. For more
information, see “Installing required hot fixes for third-
party software” on page 1999.
1 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, in

the CCMA folder of the Contact Center Manager installation DVD.
screen appears.
3 Click Next.


Result: Windows appears informing you of the services that are stopped.
After the installation is complete, a dialog box appears asking if you want to
view a readme file.
9 Click Yes.
10 Click Finish.

Installing the Contact Center Manager Administration software

2 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to enable replication.

3 Click No.
a. In the User Name and Organization boxes, type the appropriate

information.
b. To set up access restrictions for this Contact Center Manager
Administration installation, click one of the options in the Install this
application for section.
Anyone who uses this computer (all users) indicates that you want
anyone who can log on to the computer to also be able to log on to
ATTENTION
Nortel recommends that you click Anyone who uses this
computer (all users). Failure to do so can prevent users
who have authorization to use Contact Center Manager
Administration from using the Contact Center Manager
Only for me (<user name>) indicates that you want only a user with
your username and password to be able to log on to Contact Center

4 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters window appears.

5 In the SOAP Configuration Parameters window, type the URL that you
use to access Contact Center Manager Administration on the Contact
Center Manager Administration server. Enter the URL without the http://
prefix and with less than 24 characters.
ATTENTION The URL in the SOAP Configuration Parameters window

cannot exceed 24 characters. If your Contact Center
Manager Administration server URL exceeds 24
characters (for example, if your site refers to the fully
qualified domain name of the Contact Center Manager
Administration server in the SOAP files), you must enter
a URL less than 24 characters in the SOAP Configuration
Parameters windows during the installation. To update
the SOAP files with the correct Contact Center Manager
Administration server URL that exceeds 24 characters
after the installation, run the ChangeSOAPSrv utility after
you install SU02, SU0201, DP020101, and DP020103 on
the application server.
The following list provides additional information about the URL that you
type into this window:
If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
accept the default value shown.
If the Contact Center Manager Administration default URL is the
Contact Center Manager Administration server fully qualified host name
(for example, <computer name>.<domain name>.com), you must type
this name. To view the fully qualified domain name of the server, ping
the server computer name. The results of a successful ping include the
fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, you must
type the fully qualified domain name in this window. To view the fully
qualified domain name of the server, ping the server computer name.
The results of a successful ping include the fully qualified domain name.

If you are installing Contact Center Manager Administration as a virtual

directory on an existing Web site, you must type either the computer
name or the fully qualified host name as usual; do not type a value that
includes the virtual directory name.
Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration server as
a Trusted Site when configuring Internet Explorer on the client PC, you
must also add the fully qualified domain name as a Trusted Site on each
client PC that accesses the Contact Center Manager Administration server.
For details about configuring the client PC after installing Contact Center
Manager Administration, see the Contact Center Manager Administration
6 Click Next.
Result: If you are performing an installation without replication, the Port
Configuration for ADAM window appears.
ATTENTION
If you are performing an installation with replication
enabled, the Web Site Type window appears and you
must skip step 32 and 33 and proceed directly to the
result in step 34.

Based on the server configuration, the default values in the Port

Configuration for ADAM window vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.
7 Before accepting these default value in the Port Configuration for ADAM
window, check with your administrator to ensure that these ports are not
used by any other application. If these ports are already used, then ask
your administrator to recommend new port numbers and type them in the
boxes provided.
8 Click Next.
You can install Contact Center Manager Administration as the default Web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing Web site.

Installing Contact Center Manager Administration as the default Web site

a. Click Default and proceed to step 9.
ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
or
Installing Contact Center Manager Administration as a virtual directory on
an existing Web site
a. Click Existing.
b. Click Next.
the default name.
c. If you want to change the name, type a new name. Do not use an
underscore (_) in the virtual directory name.
Note: The name you choose is the name of the folder in the Default Web
Site tree in IIS.
d. Proceed to step 9.

9 Click Next.

10 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder
location, click Next.

11 Click Next.
ATTENTION Installation ends if you did not install the required third-
party applications prior to installing Contact Center
Manager Administration. An error message box appears
listing the missing software, and the setup wizard closes.
You cannot complete the Contact Center Manager
Administration installation until you install all required
software.
Result: The Installing Contact Center Manager Administration progress

window appears.
Note: The Files in Use window appears and notifies you of files that you
are using or windows that are open that are preventing the Contact Center
Manager Administration installation from proceeding. To continue with the
Remove Programs window. In this case, click Retry. If the installation does
not proceed, click Ignore. The installation proceeds.

iceAdmin user account. This user account has full administrative privileges
and is required for proper Contact Center Manager Administration
functionality.
Note: You are only required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. Because you are
now performing a fresh installation, the Old Password box is unavailable.
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see Step 46. “Change

14 In the Confirm Password box, type the password again, and then click OK.
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
Simple Object Access Protocol (SOAP) templates, the Welcome to the
InstallShield Wizard for ServerSoapInstall window appears.
Note: If the window does not appear, the system automatically starts
installing the SOAP files. In this case, proceed to the next step.

required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup

Note: If you are performing an installation with replication, this instance of
ADAM now has all existing data that resides in the ADAM instance with
which it is replicated. From this point on, replication works both ways, with
each computer sharing its ADAM data with the other computer.
message box appears.

17 Click No, you do not need to restart the computer at this time.
18 Continue with the next procedure to install the Server Utility. See Step
25. “Install Communication Control Toolkit for voice and multimedia
(CS1000)” on page 1963.
If you installed the Server Utility and you do not plan to install the Server
Utility on this server, click Finish, restart the server, and proceed to
Section C:“Postinstallation” on page 1993.


Toolkit for voice and multimedia (CS1000)
This procedure is a continuation from Step 24. “Install the CCMA component
on the co-resident server” on page 1941. Complete this procedure to install the
Communication Server 1000 or Meridian 1 switch with voice and multimedia.
You can install the software with TAPI or CTI-IVR.

Communication Control Toolkit for voice (CS2x00)” on page 1972.

environment, see Step 27. “Install Communication Control Toolkit for SIP” on
page 1981.

ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.
5 Click Next.



software.
box appears.







12 Click Finish.





Services.
19 Click Services.
automatic:
Nortel MPS Service

Nortel RSH Daemon



Toolkit for voice (CS2x00)
Communication Server 2X00/DMS switch.


environment, see Step 27. “Install Communication Control Toolkit for SIP” on
page 1981.

ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.
5 Click Next.



software.
box appears.


9 Select Communication Server 2x00 (CS2X00), and click Next.

Result: The MPS 3.0 Self Service Options dialog box appears.




If you chose Yes to install IVR-CTI, the following dialog box appears.

If you chose No to install IVR-CTI, the following dialog box appears.
12 Click Finish.




Services.
19 Click Services.
automatic:
Nortel MPS Service
Nortel RSH Daemon


Toolkit for SIP
Communication Control Toolkit with SIP in a Contact Center environment.


Communication Control Toolkit for voice (CS2x00)” on page 1972

ATTENTION
tcmsetup /c /d.


drive.

4 Click Install.
5 Click Next.



software.
box appears.
8 Click Contact Center.


10 Select SIP Server, and click Next.

11 Click Next.


13 Click Finish.
Result: The Nortel Contact Center Installation Order window is still shown.
14 Click Finish in the Installation Order window.



You can install the Server Utility with Contact Center Manager Server or stand-
alone.


2 Click Next.


5 Click Next.
6 Verify the destination folder is correct, and then click Next.


7 Click Install.

window appears.

a. Click Finish.
9 Click Finish.

Section C: Postinstallation
In this section
Step 31. Apply the same Service Update as on the CCMA source server 2000
Step 34. Create a Platform Recovery Disk 2011
Step 35. Accept the license agreement 2015
Step 39. Configure Log-in Warning Message 2036
Step 44. Configure Scripting 2094
Step 45. Configure Agent Desktop Display parameters on the server 2095
Step 47. Configure language support (other than English) 2103
Step 48. Install the XML Automated Assignments feature (optional) 2118
Step 49. Restore CCMA data to the target server 2121
Step 51. Copy latest user guides to the application server 2137
Step 52. Revert to source server computer name or change name 2139

Step 53. Ensure the CCMA computer name is correct on client PCs 2148
Step 57. Restore the TAPI SP or ICM TAPI database 2164
Step 60. Copy the CCT-IVR configuration files 2209
Step 61. Restore the Communication Control Toolkit database 2210
Step 62. Start the CCT and TAPI services 2220
Step 65. Map resources to the new Windows users 2231
Step 73. Complete other postinstallation tasks 2297


Updates
You can obtain Service Updates and Service Update Supplements as follows:
Library Web sites located at http://www.nortel.com/espl.
To register for this Web site, follow the instructions provided at
Before you begin

If you are not installing patches from a DVD, download them from the Nortel
Web site (www.nortel.com/espl) or obtain them from your Nortel customer
support representative.
plan to install.

already installed. For more information, see “Registry Maintenance” on
page 2567.
If you are downloading the patch, navigate to the PEP Library Web sites
located at http://www.nortel.com/espl and download the patch you
require.

6 If you are prompted to view the Readme file, click yes. Review the readme
file and then continue with the installation of the SU.
7 Click Yes.

8 Click Next.
9 Click Install.
window appears.

10 Click Finish.
11 Click Yes.


Step 30. Install required hot fixes for third-

party software

to check for any hot fixes issued since the release of the installation DVD.
Hotfixes issued since the release of the installation DVD are located on
www.nortel.com/espl in the folder for the service update (SU) or service
5 To register for the ESPL Web site, follow the instructions listed at

Step 31. Apply the same Service Update as on

the CCMA source server
To migrate Contact Center Manager Administration to a new server, you must

install the same version of Contact Center Manager Administration and the same
Service Update as is installed on the source server.
Applying the same Service Update as on the source server
ATTENTION
When you are installing the Service Update,
take note of the Administrator account with
which you are currently logged on to the server.
If you have multiple Administrator accounts,
you must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and any designer
fixes or patches on the server. If you install an
update with one account, and then try to install
the next update or uninstall the current patch
while logged on as a different account, the
installation or uninstallation fails.

2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the Web site (www.nortel.com/espl) to check for any Service
Updates issued since the release of the DVD.

3 Download the same Service Update as is on the source server. Save the
file on the Contact Center Manager Administration server. Service Updates
are packaged as self extracting executable files.
4 Extract the contents of the executable file to the location of your choice by
running the executable file.
5 Double-click the Service Update .msi file to start the installation. An
example of a Service Update file name is CCMA_6.0_SU_02.msi.
Note:
The readme file contains important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you need to perform, or the need to stop any

If you are attempting to install an older version of a Service Update or

Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
7 Click Next.
Note:
If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
the patches, the installation of the new patch proceeds. See step 7 on
page 2003.

8 Click Install.
installation.

window appears.
9 Click Finish.
10 In some cases, the system notifies you that you must restart the Contact
Center Manager Administration server for the update to take effect. Click
Yes to restart the server.


Assign new passwords


NGenSys
NGenDist
NGenDesign
ATTENTION


Management.
6 Click Proceed.
Password box.

9 Click OK.
10 Click OK
server.
procedure.
ATTENTION

service
2 Click Services.

6 Click OK.
ATTENTION
manage the server.
Password security

ATTENTION
step. If you intend to add your server to a domain, see Step
32. “Change the NGenDist, NGenDesign, or NGenSys
passwords” on page 2004 for information about configuring
the NGen user groups for remote access in a domain
environment.

4 Click the File menu, and then choose New Item > Advanced.


Result: The Callers window appears.

Result: The pcAnywhere Caller Properties: New Caller window appears.
8 On the Identification tab, select User.



12 Click the Superuser option.

reappears.

Step 34. Create a Platform Recovery Disk
dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt




tasks:
c. Click OK.


window appears.
e. Click OK.
finds any, a message indicating the type of problem appears.
then it advises you to contact Nortel customer support before you
proceed with the migration procedure. After customer support fixes the
problem, you must create a new Platform Recovery Disk before you
proceed with the migration.
is labeled clearly.
window.

Step 35. Accept the license agreement
licence agreement on the Server Utility before you can log on to the Contact
Center Manager Administration application.

appears.

3 Click OK.

5 Click Accept.



Creation Wizard
function.

Manager.
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.



6 Click the Create button to create an application.


appears.
computer).




servers running Windows Server 2003 after you installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
You must complete the two main parts to this procedure:



IIS



5 Click Proceed.
7 Click OK.
8 Click OK.
Manager.

computer).




15 Click Browse.
16 Click Advanced.

17 Click Find Now.


click OK.
19 Click OK.
20 In the Password box, type the same password that you typed in step 6 on
page 2024.

21 Click OK.
window reappears.
26 In the box, type iisreset.
27 Click OK.








5 Enter the Primary LM Server IP address/port number information.


LMService.log file.
LMService.log file.
the log file size.
Result: The Configuration Completed dialog box appears.
10 Click OK.
Result: A dialog box appears, prompting you to restart the License
Manager Service.
12 Click OK.

Step 39. Configure Log-in Warning Message
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message is not visible unless you configure your message
title and text in the Local Security Policy tool of Windows Server 2003.
in warning message.


Follow these procedures to configure your logon warning message.





7 Click Apply.

8 Click OK.

12 Click Apply.
13 Click OK.



message that is displayed is shown in the box as read-only.
5 Click OK.
ATTENTION


addresses:



After you configured the multicast addresses, you can choose the method by
Real-Time Displays, and while the system is retrieving data, an icon appears on
clients.

The unicast communication option applies only between the Contact Center
Manager Administration server and the client PCs. Because the Contact Center
Manager Administration server receives all the raw data from each server in
Contact Center Manager Server through multicast channels, this network

the non-multicast with real-time data.




in the network

If you plan to configure a replicating server, you must ensure that the Real-Time





Center Manager Server; however, it must be different from the IP Send

multicast data).
information about Multicast Rates, see the Contact Center Manager
Planning and Engineering Guide.)


Example
server Output Rate is 7 seconds, then the data on the client PC is not
refreshed faster than every 7 seconds, regardless of the refresh rate
that the user chose in Real-Time Reporting.

skillsets. In this case, it is not possible to return a large
list of agents or skillsets when viewing a report using
the Historical Reporting component.

mode that is required for the site. Choose one of:
9 If you select either Unicast or Multicast and Unicast, the Maximum Unicast
Sessions area appears at the lower section of the window.


12 Click OK.
ATTENTION

The Emergency Help component functions only if you are using the multicast
to the client PC.



7 Click OK.
ATTENTION

Step 42. Configure SMTP and printers for

The step documents the procedures for the following tasks:

1. Configuring SMTP for Historical Reporting
This task is required if you want to send an e-mail notification to report
recipients when the Historical Report component generates a scheduled
report.
2. Configuring printers for Historical Reporting
This task is required if you want to print scheduled historical reports to a
network printer.
Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
To use SMTP, Internet Information Services (IIS) and Microsoft Active

Directory Application Mode must be installed on the Contact Center Manager
Verifying that an SMTP server is installed

Manager.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

After you verify that SMTP is installed, you can configure the SMTP server to
send e-mail notifications from Historical Reporting.
If an SMTP server is not installed, consult the Nortel Contact Center Manager
Administration Technical Requirements and Operating System Configuration
Guide for the procedures to install an SMTP server.
Configuring the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration can send
e-mail notifications.
Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
computer).
3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties window appears.

4 Click the Delivery tab.
Result: The Delivery tab appears.

5 Click Advanced.
Result: The Advanced Delivery window appears.

6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:
<computername>.<domain name>.com
Example: pcbox123.softwarehouse.com
Note: Domain names can include only alphanumeric characters, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the name of the Domain Name Service
(DNS). Click OK.
8 In the Smart host box, type the host name of the Microsoft Exchange
server.
Note: The smart host name can be the name of a valid mail server. Check
the properties of your Microsoft exchange server to find the Smart Host
name, or contact your System Administrator.
9 Click the Attempt direct delivery before sending to smart host check
box.
10 Click the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery window.
12 Click the Access tab.
13 Click Authentication.
14 Ensure that the check mark in the Basic authentication check box is
cleared.
15 Ensure that the check mark next to Anonymous Access is selected.
16 Click OK to close the Authentication window.
17 Click Connection.
Result: The Connection window appears.
18 Click All except the list below.
19 Click OK.
20 If you want to track commands that are sent over the network from SMTP
client PCs to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Click the Enable logging check box.

c. Select a format from the Active log format.

21 Click the Messages tab.
22 Ensure that all check boxes are selected.
23 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
24 Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.
Before you set up default printers, you must:

configure or have configured a network printer in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
You have three options for configuring printers to print scheduled historical
reports:
Option 1—Configure the CCMA server to point to a network printer
Option 2—Configure a default network printer that uses the Contact Center
Manager Administration server as the print server
Option 3—Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server
Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.

You can set up as many printers as your operating system supports. However,
only five scheduled reports are processed simultaneously. The remaining
scheduled reports wait in queue and get processed on a first-in, first-out basis.
This provides higher priority to the as needed reports. You can use any of these
printers to print reports and scripts, provided that they are configured according
to one of the following procedures.
Option 1: Configuring a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print as needed and scheduled
historical reports and scripts to a network printer. To do this, you must configure
an LPT port on the Contact Center Manager Administration server to use the
network printer; and then add a local printer on this same LPT port on the
Administrator,
4 At the prompt, type:
net use <port> [\\<print server name>\<printer’s share name>] /
USER:<print server name>\Administrator /PERSISTENT:YES
Example: If the port is LPT1, the print server name is printserv, the printer
share name is HPLaser4, then you type the following command:
net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /
PERSISTENT:YES
Note: The printer share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
“The command completed successfully.”

8 On the Contact Center Manager Administration server, set up a local

printer for the same LPT port used in the preceding steps. (In this example,
LPT1 is used.) Click Start >Printers and Faxes.
Result: The Add Printer window appears.
10 Click Next.
11 Accept the default so that Local Printer is selected.
check box.
13 Click Next.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 3.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate information
for your printer.
17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? dialog box.
19 Click Next.
20 In the Printer name box, type the name of your printer.
21 Under the question Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.

23 Click Do not share this printer, and then click Next.

24 Click No, and then click Next.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Note: Every time you need to reboot the Contact Center Manager
Administration server, the system prompts you to reconnect the share
connection to this network printer. At the prompt, type the administrator
password for the server on which the printer is configured (the same
password you typed in step 5).
Deleting the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
then you can delete the shared LPT port used for this connection on the Contact
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
3 At the prompt, type net use, and then press Enter.
Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
the following command:
net use <port name> /delete
where <port name> is the port used for the default network printer
connection (for example, if your port is LPT1, type net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”

Option 2: Configuring a default network printer that uses the

Contact Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.
If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
Contact Center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.
The following procedure is valid for network printers that have a standard
TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card.
3 Click Next.
selected.
5 Clear the Automatically detect and install my Plug and Play printer check
box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select Create a new port.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.

11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
17 Type the printer name (or accept the default name shown), and then click
Next.
Result: The Printer Sharing Window appears.
18 Accept the default with Share name selected.
19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
22 Click Yes to print a test page.
23 Click Finish.

Option 3: Setting up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure outlines how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).
If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server
2003 CD by clicking Start > Control Panel > Add or Remove Programs >
Add/Remove Windows Components > Other Network File and Print
Services. Click Details, and in the resulting window, select Print Services for
Unix. Click OK to install the utility. When the installation is complete, proceed
with adding the default printer.
3 Click Next.
selected.
check box.
6 Click Next.
7 Click Create a new port.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.

10 In the Name or address of server providing lpd box, type the Domain Name
Service (DNS) name or IP address of the print server.
11 In the Name of printer or print queue on that server box, type the name of
the printer as it is identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.



1. Creating a shared folder for exporting scheduled reports
2. Configuring a shared network folder for synchronizing reports
computer.

scheduled reports.


organization.
these steps:
steps:
Everyone.
To export scheduled report files to the Contact Center Manager Administration

server, in the Output box on the Report Properties window, type the path to the
shared folder where the report is sent. The path must have the format \\<Contact
Center Manager Administration server name>\<shared folder name>\<file
name>, without the file extension. For example, if the Contact Center Manager
Administration server computer name is appsrvr, the shared folder name is
reports, and the report name is agent, type \\appsrvr\reports\agent in the Output
box.


reports to a client PC:
Scheduled report
Administration server iceAdmin Password scheduled report to
configuration Change Utility) client PC

PC with the same
domain server.

Scheduled report
Administration server iceAdmin Password scheduled report to
configuration Change Utility) client PC

destination PC.
and Groups > Users.
folder



This option does not work when the client PC is outside the domain of the
Output box.


stored to see if any changes are made to it. If the original report changed, then
the system synchronizes these changes with the imported report before running
it. This process is automatic and invisible to the user.
you do so only when no reports are running (either as needed or scheduled).
to the security policy for your organization.
ATTENTION
network location.


imported reports
security account of the server default Web site must be set to the network
the server default Web site to the network domain account” on page 2079.
After you set the directory security account of the server default Web site to

or


on page 2074.
templates.




8 In the lower section of the window, beside Read, select the check box in
the Allow column. Do not select any other check boxes in this window.
9 Click Apply.
10 Click OK.
window.

and then click OK.

If you choose this option, keep in mind that you must maintain two additional
accounts on the client PC. There are also possible security issues involved since
the Contact Center Manager Administration server uses these accounts to run
the Web site.


templates.
from the menu.

11 Click Create.


14 Now you must grant read permissions to both these accounts, as follows:
On the client PC, open Windows Explorer.




available).
21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
column.
27 Click Apply.
account.
window.

network domain account using this procedure, proceed to “Option 1: Sharing the

6 Click Add.
or
8 Click OK
resolution.

computer).
from the menu.



15 Click Browse.
16 Click Advanced.

17 Click Locations.
19 Click Find Now.
then click OK.
21 Click OK.
empty.
23 Click OK.
28 Type iisreset.
29 Click OK.

or
the procedure“Setting the directory security account of the server default Web
procedure.
templates.





8 In the lower portion of the window, beside Read, select the check box in the
Allow column. Do not select any other check boxes in this window.
9 Click Apply.
10 Click OK.
window.


and then click OK.
procedure “Setting the directory security account of the server default Web site





available).
9 Click Add.

10 Click Advanced.
11 Click Find Now.
13 Click OK.
14 Select the account at the top of the Permissions window.
Allow column.
16 Click OK.
window.

Step 44. Configure Scripting
To print scripts from the Scripting component, you must configure a default
printer on the client PC.
Setting up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.
Exporting scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

Step 45. Configure Agent Desktop Display

parameters on the server
The Agent Desktop Display component functions only if you are using the
multicast communication method from the Contact Center Manager
Administration server to the client PC.
To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must
also have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

Configuring Agent Desktop Display parameters on the server

2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see Step
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents logged on to the application reaches this
number, any additional agents who try to log on receive a message
informing them to try again later. If you do not type a value in this box, the
system uses the default value of 1000 agents. The maximum value that you
can type in this box is 3000 agents. For information about performance and
sizing requirements for Contact Center Manager Administration, see the
5 In the View mode list, select the mode in which you want to view the data
that is collected.
Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if you
require that your agents be logged on to their phonesets before they can
launch Agent Desktop Display. If you do not require that your agents be
logged on to their phoneset before they can launch Agent Desktop Display,
do not select the check box next to Agents phoneset login required for
ADD.
7 Select the check box next to Disable Automatic ADD Client Upgrade if you
want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents cannot be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you do not set the threshold levels in the Configuration component
of Contact Center Manager Administration or in Contact Center Manager
Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep can occur only once, or click
Continuously to indicate that a beep can occur continuously until the
statistic reaches an acceptable value.
15 Click Save.


password (optional)
account password, proceed directly to Step 47. “Configure language support
(other than English)” on page 2103.
If you forgot or misplaced the iceAdmin password, you must reset it. For details,
see Step 46. “Change the iceAdmin user account password (optional)” on page
2099.
ATTENTION





account.


account password.
account password.
f. Click OK.
9 Click OK.

Step 47. Configure language support (other

than English)
If you are going to work only in English across all platforms, then you can skip
this step and proceed directly to Step 48. “Install the XML Automated
If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.
Contact Center Manager Administration supports two levels of language

support:
Solely internationalized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you can handle user inputs (such as agent and supervisor
International and Localized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (French, German,
Traditional Chinese, Japanese). You also can handle user inputs (such as
agent and supervisor names that contain non-ASCII characters), and the
ability to handle date and time formats from a different regional time zone.
Use Contact Center Manager Administration in an international and

localized environment (other than English)
If your Contact Center Manager Administration is co-resident with other
Contact Center 6.0 applications, certain limitations apply with respect to
working in languages other than English.
On co-resident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.

That is, if you installed Contact Center Manager Administration on a co-

resident server with Contact Center Manager Server and Communication
Control Toolkit, then Contact Center Manager Administration cannot support
French, German, Traditional Chinese, or Japanese Windows operating systems.
Contact Center Manager Administration supports only English operating
systems.
On co-resident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you installed Contact Center Manager Administration on a co-

resident server with Contact Center Manager Server, then Contact Center
Manager Administration cannot support French or German Windows operating
systems. Contact Center Manager Administration supports only English,
Traditional Chinese, and Japanese Windows operating systems.
Language families and compatibility

For Contact Center Manager Administration to function properly, the
language family of the operating systems must be the same across all platforms
in the network—the Contact Center Manager Administration server, client
PCs, and Contact Center Manager Server. That is, the operating systems of each
of the platforms are compatible only if the languages versions of the operating
systems belong to the same language family.
Traditional Chinese—This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
Japanese—This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family

Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can view and enter
only Japanese text in Contact Center Manager Administration if you install
Japanese operating systems on the Contact Center Manager Server, the Contact
Center Manager Administration server, and each client PC. You must also
configure the server in Contact Center Manager Server to handle Japanese,
install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.
While it is possible to switch from Japanese to English and vice-versa, it is not

possible to switch from Japanese to Traditional Chinese because these languages
belong to different language families.
Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can view
and enter only Traditional Chinese text in Contact Center Manager
Administration if you install Traditional Chinese operating systems on the
Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser language preferences for Traditional Chinese on both the
Contact Center Manager Administration server and client PCs.
view Contact Center Manager Administration in English or Traditional
Chinese by changing the browser settings on their PC.
While you can switch from Traditional Chinese to English and English to
Traditional Chinese, you cannot switch from Traditional Chinese to Japanese
because these languages belong to different language families.

Operating systems and the Contact Center Manager Server

When installing language packs on the server you must ensure that the required
language version of Windows Server 2003 is installed on the Contact Center
Manager Server as follows:
For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.
Changing the Windows Regional Settings

If you are using either the Japanese or Traditional Chinese versions of Contact
Center Manager Administration, you must change the Regional Settings on the
Contact Center Manager Administration server. It is not necessary to perform
this procedure if you are using the English, French, or German versions of the
software because all of these languages are displayed properly with the Regional
Settings set to the default language, English.
You must insert the operating system CD in the server before performing this
procedure.


Control Panel > Regional and Language Options.
Result: The Regional and Language Options window appears.

2 Click the Languages tab.

Result: The Languages tab appears.
3 In the Supplemental language support section, click the check box beside
Install files for East Asian languages.
Result: The system installs the appropriate language files from the
operating system CD.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
5 Click OK to save your changes and close the Regional and Language
Options window.

Preparing the server for installing a language pack

Before you install a language pack ensure that
you install required language version of Windows Server 2003 Enterprise
Edition or Standard Edition for the language packs that you wish to install.
For example,
the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
the server contains are at least 225 megabytes (MB) of free disk space for
the required language pack.
If these conditions are met, you are ready to install a language pack.
Installing a language pack

The default language setting for the server software is English. However, the
Contact Center Manager installation DVD includes separate language packs for:
French (not supported on the co-resident server)
German (not supported on the co-resident server
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
chose.
Follow the procedure in this section to install a language pack on the server.
language pack first. Then proceed with uninstalling the Contact Center
Manager Administration software. For more information, see “Uninstalling a
language pack” on page 2116.


2 In the left pane, click Add New Programs.


3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
appears.
4 Click Next.
Result: The Run Installation Program window appears
5 Click Browse to navigate to the location of the language pack that you
want to install. All language packs are in the root directory of the Contact
Center Manager installation DVD, in the Language Packs folder. Navigate
to this folder, and within it, double-click the folder corresponding to the
language pack that you want to install.

6 In this folder, click the .exe file for language pack that you want to install.
For example, to install the Japanese language pack, navigate to the
Language Packs/Japanese Language Pack folder, and then click the
Japanese language pack.exe file.
Result: The path to the correct language pack .exe file appears in the
Open box.
7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.
9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you chose).

10 The program copies and installs the required files. When it is finished, the
11 Click Finish.
Tip: You can view the language packs that you install on the server by
clicking Start > Control Panel > Add or Remove Programs. The Add or
Remove Programs window lists the language packs installed on the server
and their version numbers.
Setting the language preferences in Internet Explorer

You must perform this procedure on each client PC that connects to the Contact
Center Manager Administration server to use Contact Center Manager
Administration. Perform this procedure on the Contact Center Manager
Administration server only if you are also using it as a client PC.
If you did not install and configure a client PC, you must complete the steps in
the Contact Center Manager Administration Installation and Maintenance
Guide.
You can display English on a system configured in any language family by

changing the language preferences in the Internet Explorer browser.
In addition to these steps, you must also set the proper security level settings in
the browser.


2 Click Languages.
Result: The Language Preferences window appears.
3 Verify that the language you want to use appears in the Language box. The
codes for the languages supported by Contact Center Manager
Administration are as follows:

English [United States] [en-us]

Chinese [Taiwan] [zh-tw]
Japanese [ja]
4 If the language does not appear in the box, then you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.
6 Click Move Up until the language appears at the top of the box.
7 Click OK to close the Language Preferences window.
8 Click OK to close the Internet Options window.
Uninstalling a language pack

To uninstall a language pack, follow this procedure.
language pack first. Then proceed with uninstalling the Contact Center
Manager Administration software.

2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.
3 Click Remove.
Result: The program asks you to confirm your choice.
4 Click Yes.
Result: The program removes the language pack from the Contact Center

Step 48. Install the XML Automated

Optionally, you can now install the XML automated assignments feature, which
is used in conjunction with the Contact Center Management component. If you
do not want to install this feature, then you are finished installing and
configuring Contact Center Manager Administration.
This feature enables you to simultaneously update multiple supervisor and

skillset assignments by creating a specially formatted XML file.

their Web site at http://www.nortel.com/developer. General information about
the Developer Program, including an online membership application, is also
For overview information and details on using the XML automated assignments
feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML automated assignments feature

2 Browse to the XML Automated Assignments Service folder on the DVD.

5 Click Next
6 Type your user name and the name of your organization, and then click
Next.

7 Click Change to select the folder where you want to store the XML files to
be parsed, and the folder where you want the system to store XML files that
it cannot parse due to error, or accept the default folders shown. Then click
Next.

Step 49. Restore CCMA data to the target

server
You have four options for restoring data if a server fails or if you need to revert
to a previous snapshot of Contact Center Manager Administration data:
Option 1—Restoring data using the Nortel Backup and Restore utility
For details, see “Option 1: Restoring Contact Center Manager
Administration data with the Nortel Backup and Restore utility” on page
2122.
Option 2—Restoring data using the Windows Backup Tool
For details, see “Option 2: Restoring data files using the Windows Backup
tool” on page 2127.
Option 3—Restoring data by manually restoring files
For details, see “Option 3: Restoring files by manually restoring files” on
page 2130.
Option 4—Restoring data using a third-party tool such as Veritas
Backup 9.1
For details, see “Option 4: Restoring files using the Veritas Backup Exec
9.1 tool” on page 2131.
ATTENTION
When restoring Contact Center Manager Administration
data, you must restore data that was backed up from the
same release and version of the software as that which is
currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center
Manager Administration server currently contains Contact
Center Manager Administration Release 6.0, then you can
restore only a backup of Release 6.0 data onto this server.
You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you can
corrupt your server.

You can use the instructions in this section to restore Contact Center Manager
Administration data from a primary server and restore the same data to a new
Contact Center Manager Administration server. You can use this procedures
in this section to:
recover from a system failure if your Contact Center Manager
Administration server fails completely (for example, due to serious
hardware failure)
restore data to the replicating server if you have a failure on your primary
server
restore Contact Center Manager Administration data onto the same server
from which it was backed up (for example, if you want to roll back
erroneous data or you are recovering from a data loss issue)
restore Contact Center Manager Administration data to a new server if
you are performing a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with

the Nortel Backup and Restore utility
When you back up Contact Center Manager Administration data with the
Nortel Backup and Restore utility, it creates a single file with the default name
of Restore.bkf. If you need to restore the Contact Center Manager
Administration data to its original state when you backed up the files, you can
open the utility and navigate to this file.

Restoring data with the Nortel Backup and Restore utility
ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
NETWORK SERVICE). If you do not maintain permission
properties, the SymposiumWC service do not start.
Configuration.

3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.
4 Click the Restore tab.
5 Click Restore Files.

Result: The Windows Backup utility starts.

6 Click the Restore and Manage Media tab.
7 In the left pane, select the most recent backup file (or the file containing the
data that you want to restore, if not the most recent file).
8 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
9 Place a check mark beside the files that you want to restore. To select all
the files, place a check mark beside the parent file name.
Note: When restoring data on a server on which ADAM replication is
enabled, you must not restore any ADAM-specific data, or you overwrite
the replicated data. If you did not clear the two locations C:\Program
Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when
you performed a backup, you must clear these files from the list of files to
be restored so that they are not restored to the replicating server. When
you clear these files, a gray check mark remains beside them, indicating
that they are not going to be restored, as shown in the figure Restore and
Manage Media.
10 Ensure that the option to always replace the files on the computer is
selected.
11 Ensure that Original location appears in the Restore files to list.

12 Click Start Restore.

Result: The system restores the files.
Note: If you did not stop the SymposiumWC service prior to the restore,
you must restart your computer when prompted.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If your registry settings did not change, you can skip to step 15. If you are
restoring to a new server, or if your registry settings are corrupted or
overwritten, you need to manually reconfigure your Real-Time Reporting
and Emergency Help configuration settings. These settings must be the
same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
b. In the left pane, click on the Real-Time Reporting folder.
c. In the right pane, click RTR Registry Settings icon.
d. Reenter all settings in the RTR Registry Settings window that you
noted in Step 10. “Back up Real-Time Reporting and Emergency Help”
on page 1818.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
h. Reenter all settings in the Emergency Help Registry Settings window
that you noted in Step 10. “Back up Real-Time Reporting and
Emergency Help” on page 1818.
i. Click OK.
j. Close all windows.

15 You must now reactivate historical reports and scheduled events.

a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
e. Open each scheduled assignment and reactivate.
16 Restart the SymposiumWC service.
Option 2: Restoring data files using the Windows Backup tool

As of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
Restoring data files using the Windows Backup Tool

If you restore data on a server that does not have replication enabled, you must
shut down the SymposiumWC service before starting the restoration procedure.
You must also retain the permission properties of the ADAM data directory and
ADAM files if you restore these files (for example, you must retain permissions
such as NETWORK SERVICE). If you do not maintain permission properties,
the SymposiumWC service do not start.
You must manually restart the SymposiumWC service after you complete the
restoration.
Result: The Restore and Manage media window appears.
4 Click Tools > Options.
Result: The Options window appears.

5 Click the Restore tab.

6 Select Always replace the file on my computer.
Note: When using the Windows Backup Tool to restore the Contact Center
Manager Administration data files, it is very important that you select the
option to always replace the files on the computer. As of the time of
publication, you can select this option in the Restore tab of the Options
window (accessible from the Tools menu), or when you are using the
Restore Wizard in the Advanced Options “How To Restore” page.
7 Click Apply.
8 Click OK.
Result: The Restore and Manage Media window reappears with the text “If
files exist: Always replace” appearing in the lower part of the window.
9 In the left pane, browse to the backup file (.bkf) that you want to restore.
Note: When restoring data on a server on which ADAM replication is
enabled, you must not restore any ADAM-specific data, or you overwrite
the replicated data. If you did not clear the two locations C:\Program
Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when
you performed a backup, you must clear these files from the list of files to
be restored so that they are not restored to the replicating server. When
you clear these files, a gray check mark remains beside them, indicating
that they are not going to be restored.
10 Click Start Restore.
Note: If the Contact Center Manager Administration server is not running in
a replication environment, an authoritative restore is not required. However,
if the Contact Center Manager Administration server is running in a
replication environment, an authoritative restore can be required. For more
information about authoritative restoration, see the Microsoft ADAM online
Help.
Result: The Confirm Restore window appears.
11 Click OK.
Result: The Restore Progress window appears and informs you when the
restore process is complete.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.

14 If you already configured your Real-Time Reporting and Emergency Help

settings to match the settings prior to data restoration, you can skip this
step and proceed to step 15. If not, you must manually reconfigure your
Real-Time Reporting and Emergency Help configuration settings. These
settings must the same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
b. In the left pane, click on the Real-Time Reporting folder.
c. In the right pane, click RTR Registry Settings icon.
d. Reenter all settings in the RTR Registry Settings window that you
noted in Step 10. “Back up Real-Time Reporting and Emergency
Help,” on page 1818.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
h. Reenter all settings in the Emergency Help Registry Settings window
that you noted in Step 10. “Back up Real-Time Reporting and
Emergency Help,” on page 1818.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.

d. Launch the Contact Center Management component in Contact Center

e. Open each scheduled assignment and reactivate.
16 Restart the SymposiumWC service.
Option 3: Restoring files by manually restoring files

Restore the files in the folders in the following list from your backup file
location or tape drive:
ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
NETWORK SERVICE). If you do not maintain permission
properties, the SymposiumWC service do not start.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\

Historical\data
Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
<x>:\Program Files\Microsoft ADAM\instance1\

Option 4: Restoring files using the Veritas Backup Exec 9.1 tool
ATTENTION
Do not install the Veritas Backup 9.1 software on co-
resident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Server data on a co-resident
system, it has an adverse effect on the operation of the
system and can require a complete system rebuild.
Nortel also tested the Veritas Backup Exec 9.1 tool (build 4691), which can be
used instead of the Microsoft Windows Backup Tool to back up and restore the
Contact Center Manager Server data. Several other third-party tools are
available that can perform a similar function; choose the tool that best suits your
organization.
If you use Veritas to restore Contact Center Manager Server data, you must note
the following:
You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that “Restore over existing files” is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
The default installation of Veritas Backup Exec 9.1 uses the TCP port
10000, which is also the default port used by the Contact Center Manager
Server Toolkit NameService. This conflict results in Contact Center
Manager Server malfunctioning (administrative changes, such as agent and
skillset name changes, are not updated in real time, requiring you to restart
the ICERTDService to refresh the cache).
port that it uses to another port number of your choice (the Contact Center
Manager Server Toolkit NameService port number cannot be changed at
this time). When changing the port number, you must first investigate the
ports that are currently used by all the products in your network (both
Nortel and third-party products). Then choose a port that does not cause a
conflict between any of these products.

For a list of ports used by Contact Center Manager Server, see the Contact
Center Manager Administration Technical Requirements and Operating
System Configuration Guide. For instructions on changing the Veritas
Backup Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
with Contact Center Manager Server.
Shadow Copy Service installed. When restoring files, you must select
Shadow Copy Components, as well as any hard drive components
(Contact Center Manager Server folders).
When restoring data, you must ensure that “Restore over existing files” is
selected in the general properties for the restore job.
When you restore the Contact Center Manager Server ADAM files
(Shadow Copy Components), the SymposiumWC service is stopped
automatically. You must manually restart the service after the restoration is
complete.
After restoring your data, you must perform the following tasks:
Manually reconfigure your Real-Time Reporting and Emergency Help
configuration settings. These settings must the same as they were prior to
the data restoration.
Reactivate scheduled assignments.
Launch the Historical Reporting component in Contact Center Manager
Server. In the scheduled events window, select all scheduled
assignments and click Activate.
Launch the Contact Center Management component in Contact Center
Manager Server. Open each scheduled assignment and reactivate.
For more detailed information, consult the online Help on the Veritas
Web site at www.veritas.com.

ATTENTION
You must complete this step. If you do not manually
refresh all Contact Center Manager Servers after upgrading
to Contact Center Manager Administration 6.0, your
Contact Center Manager Administration cannot function
correctly.
If one of the following situations occurs, use the Refresh All Servers function to
refresh all servers at the same time:
You upgraded from Symposium Web Client 4.5 SUS0601 v1 or later, or
upgraded from a previous version of Contact Center Manager Server.
The Contact Center Manager Server Server is changed to connect to a
standby Contact Center Manager Server.
You upgraded the Symposium Call Center Server or Contact Center
Manager Server.
You installed or uninstalled a Service Update (SU) on the Contact Center
Manager Server.
Server, or you connect to a different License Manager Server (that is, a new

ATTENTION

b. In the Address box, type the server name. For example, http://<Contact
Favorites.
c. Press Enter.
Result:
server name as Trusted Site with the relevant Active X Download values
server name as a Trusted Site, see the Contact Center Manager


the PC, the Contact Center Manager Server main logon window
appears.
d. Enter your webadmin user ID and password in the boxes.

e. Click Login.
appears

4 Click Yes.
5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that are successfully refreshed and the servers that did not refresh.
An entry specifying the servers that successfully refreshed also appear in
the Audit Trail.

Step 51. Copy latest user guides to the

application server


information.

available.


...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf

Step 52. Revert to source server computer

name or change name
This step is required only if you want to change the computer name after
installation. For example, after installing the application on the target server, you
may want to revert to the computer name of source server. If you do not want to
change the computer name after installation, you can skip this step and proceed
directly to Step 53. “Ensure the CCMA computer name is correct on client PCs”
on page 2148.
If you change the computer name of the Contact Center Manager Administration
server after installation, you need perform post-change tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
The tips for changing the computer name and suggested post-change tasks vary
based on whether the server is co-resident with Contact Center Manager Server
or stand-alone. See the appropriate following scenario for a list of the required
tasks.
Change the computer name of a co-resident server

On a co-resident server, after you change the computer name, perform the
following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly:
ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For
information about updating the DNS or the HOSTS table,
see the Contact Center Manager Administration Technical

1. An administrator or support technician must run the Contact Center

Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes do not function properly (because they still see the old
computer name), and you cannot work with the components that require
SOAP functionality, such as Configuration. For details about how to reset
the SOAP files to reflect the new computer name, see “Running the
ChangeSOAPSrv utility” on page 2140.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “Resetting the IUSR_SWC account to
reflect a new computer name” on page 2141.
3. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see Step 46. “Change the
iceAdmin user account password (optional)” on page 2099.
Running the ChangeSOAPSrv utility

If you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the pop-up message. If you already
closed the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
2 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
3 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;<computer name>
where <computer 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).

4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you change the computer name of the server.
1 Click Start > All Programs > Administrative Tools > Internet
Information Services (IIS) Manager.
2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
3 Click the plus sign (+) beside the Web Sites folder.


7 Click Browse.

8 Click Advanced.
Result: The bottom portion of the Select User window expands.

9 Click Find Now.


click OK.
listed at the bottom.
11 Click OK.
IUSR_SWC user account shown.
12 In the Password box, you must type the same password that you originally
used for this account when you configured it in the procedure Step 37. “Add
the IUSR_SWC account as the anonymous user account” on page 2021.

13 Click OK.
Result: The system records the password.
Resetting the iceAdmin password after a CCMA server name change


3 Click IceAdmin Password Change.


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, and then click
OK.
then resets the password in all required components.

Step 53. Ensure the CCMA computer name is

correct on client PCs


(optional)

Server, see the MPS with IVR-CTI Configuration and Interfaces Guide
NN44100-503.
on to MPS Manager.

option.


Package.
5 CCTIVR Base Package provides basic ANI and DNIS to the MPS IVR ports
Integration option.
7 TAPI Integration gives MPS the ability to attach call data to calls that are
8 Click Start.



OR
Click Skip.
b. Select Meridian 1.
c. In the Switch IP address box, type the IP address of the Contact

Center Manager Server CLAN. The address is the same as the Host
Address defined on the TAPI Configure database.
d. In the Port number box, type the port of the switch. The value for the
Contact Center connection is 3000, and is the same as the Host Port
number on the TAPI Configure database.
e. In the Application ID box, type a unique name identifying this system
to the switch. Nortel recommends that you use the name of the

f. In the Customer No. box, type the switch customer number defined in
the Customer Data block. The default is 0. This customer number is the
same as the one defined on the TAPI Configure database.
g. In the Host Name box, accept the default Lanlink.
h. In the Machine ID box, accept the default, SL16.

server
the TAPI server.

click Add.

7 Click Advanced.
13 Click Save.
16 Click Next.


and click Modify.

c. Click Add.

the table.
9 Click Add.
11 Click Save.

Step 55. Install the latest Communication

Control Toolkit service updates
You must install all required Communication Control Toolkit service updates,
CCT-IVR updates, and supplementary service updates before you start
configuring your server.
You must close the NCCT 6.0 Console, the Performance Monitor snap-in, and
Hyperterminal, and ensure that the Performance Monitor service is stopped
before you install any updates.
Installing the latest service update for Communication Control Toolkit

Note: All Communication Control Toolkit, TAPI, and MPS updates are
(http://www.nortel.com/espl).

3 Click Next.
Result: The Ready window appears.
4 Click Install.

appears.
5 Click Finish.


computer
your server.

If you use IVR-CTI, download and install the latest MPS patch bundle from
www.nortel.com/espl. A bulletin is available with current information about the
patch bundle release.




installation
You can verify a successful Communication Control Toolkit database

initialization by checking the contents of the Communication Control
Toolkit.log file.

1 In Windows Explorer, open the folder: C:\Program Files\Nortel\CCT\SQL\.
Note: If you installed service updates in Step 29. “Install required CCMS
Service Updates” on page 1995, check the log files created during the
installation of the updates in addition to the log file created during the
installation of the database. The oldest date in the log files represents the
date of the database installation.

3 Verify whether the database was successfully created.

Example: The CCT6_DBInstall_08_31_12_38.txt file:
Note: If your database log files exist, Communication Control Toolkit

attaches these data files and the service updates to the database. If the
database log file does not exist, the installation creates a new database.
The output file contains information about the new or updated database.
4 If errors exist in the CCT6_DBInstall_<date>.txt file, review C:/
CCT6.0Install.log. The NCCT database is created during the NCCT
installation. The following lines from the CCT6.0Install.log file show the
NCCT ConfigureDatabase actions and log.
5 If you find error messages in this file, you must reinstall the Communication

Step 57. Restore the TAPI SP or ICM TAPI

database
You must restore the TAPI database for either the CS 1000/M1 switch or the CS
2X00/DMS switch from the backup location where the TAPI files were copied.
You must restore the TAPI SP database before you restore the Communication
Restoring the TAPI SP database

If work with a CS 1000/M1 switch, complete this procedure. If you work with a
CS 2x00/DMS switch, see “Restoring the ICM TAPI database” on page 2164.
ACDProxy service
Telephony service
2 Locate the TAPI files (m1spdb.mdb) in your backup location.
3 Copy the TAPI database file m1spdb.mdb to the TAPI installation
directory.
The TAPI installation directory is found under the Contact Center Manager
Server installation directory. For example, C:\Program
Files\Nortel\CCT\TAPI.
ACDProxy service
Telephony service
Result: The TAPI files are now restored.
Restoring the ICM TAPI database

If you work with a CS 2x00/DMS switch, complete this procedure. If you work
with a CS 1000/M1 switch, see “Restoring the TAPI SP database” on page
2164.

1 Copy in your backed up copy of ntspdb.mdb to the folder

..\Nortel\CCT\ICMTAPI\database on the Communication Control Toolkit
server.


CS 1000/M1 switch
If you are working with a CS 2X00/DMS switch, do not complete this step.
Instead, proceed to Step 59. “Configure TAPI for CCT 6.0 with a CS 2X00/
DMS switch” on page 2187.
In a SIP-enabled Contact Center, do not configure TAPI. Proceed directly to

“Step 62. Start the CCT and TAPI services” on page 2220.
Confirm that any legacy TAPI Service Provider clients are still working on the
new server.
ATTENTION
tcmsetup /c /d.

1. Ensure that the telephony service starts.
application.


Services.
click Start.

Provider
Log Styles
Compliance


provider.

Services.

Tip: The default values are sufficient for 50 users, but you must increase
these values if you add more than 50 users:
Initialization—The length of time that Symposium TAPI SP waits to
Shutdown—The length of time that Symposium TAPI SP waits for
Command—The length of time that Symposium TAPI SP waits for a
change this size to 4096 bytes, the maximum size. The TAPI call data

(optional).
You can still copy call data when calls are transferred or conferenced.
troubleshooting.
The default style is 0. You can create new log styles in the Log Styles
page as required.


Link.


Server.
ATTENTION
8888.
in this field.

Nortel recommends that the default value is 1, and valid values are 0
through 100. The value determines the frequency with which Meridian Link
Services polls the link between Contact Center Manager Server and
Symposium TAPI SP.
CAUTION
Risk of malfunction
In a contact center environment, you must set a link value greater
.

required.
The default is to monitor all DNs.
Note: TAPI SP must be restarted if either of the Monitor All DNs or the
Monitor No DNs is selected. Restart the Telephony service and all of the
CCT services.
14 Click Apply.




Result: The Line Devices dialog box appears.
Result: The Add a Terminal Number Record dialog box appears.
6 Click OK.

Modifying a TN
Features section.
7 Click OK.

Add a DN
Adding a new DN
3 Click TN Table.
Result: The Line Devices dialog box appears.

5 Click Add DN.


9 Click OK.
11 Click Add DN.

Modifying the DNs

or DNs.
4 Click Properties.

7 Type the Key #.
9 Click OK.
Adding a CDN

3 Click Control DN.


5 Click OK.


a remote CS 1000/Meridian 1 switch. For information about networking and
IVR features for Symposium TAPI SP, see the Network Managers Guide for

If you use TAPI Remote Service Provider for remote TAPI clients, you must
configure the remote TAPI Service Provider for remote TAPI clients first before
continuing with the rest of the configuration.

environment, or assign lines to TAPI clients. Continue with Step 60. “Copy the
CCT-IVR configuration files” on page 2209.

information.


click Start.
















client.
change.
Release 3.0.


CS 2X00/DMS switch

Center, do not complete this step. Instead, proceed to “Step 62. Start the CCT
and TAPI services” on page 2220.

ATTENTION
tcmsetup /c /d.

1. Ensure that the telephony service starts.


Services.
click Start.






CompuCall link.

lines.

each customer.


Configuration tab.



characters).
h. Click Save.


Configuration tab.
customers.



telephone company.
telephone company.
telephone company.
company.
telephone company.



c. Click OK.
switch.
e. Click OK.


the devices.
Configuration tab.

2 Click Devices.
3 Click Add Line.


7 Click OK.

Add Address.
12 Click OK.
procedure.




If you configure more than one switch, the Available Protocols dialog box
appears. Select the appropriate protocol for this configuration, and then
protocol.
configuration.


11 Click OK.
Configuring TAPI to work with TAPI clients

The phonesets are configured on the switch. For more information, refer to
the documentation for your switch.
and the server is functioning correctly. Refer to the Network Managers
Guide for ICM TAPI Driver, release 1.1 for more information.
Note: This guide contains only the information required by Contact Center
Manager Server to configure ICM TAPI.



click Start.










Result: The Telephony dialog box appears.




the change.
Release 3.0.

Step 60. Copy the CCT-IVR configuration files
If you use CCT-IVR, you must complete this step. If you do not use CCT-IVR,
proceed with Step 61. “Restore the Communication Control Toolkit database”
on page 2210.
Copy the CCT-IVR configuration files in the folder %MPSHOME%/css1/etc/,

where %MPSHOME% is the default path for the CCT-IVR installation from the
old server to the new server.

Step 61. Restore the Communication Control

Toolkit database
Use the restoration procedure for Contact Center Manager Server to restore a
database that was previously backed up using the Contact Center Manager
Server Administration Backup utility. The database backup is a complete
backup of the Contact Center Manager Server database schema and data.
ATTENTION
Restore a backup only if you have not upgraded your Contact
Center Manager Server installation since it was backed up.
Note: Each installation supplies an empty database file. This empty database file
has the same database schema version as the installed database. If the system is
upgraded with a new Contact Center Manager Server installation that updates
the database structure, then performing a restoration using the previous Contact
Center Manager Server installation empty database backup file restores the
previous installation database schema.
Restore an empty database file CCT6_EmptyDB.bak that is supplied only with

the current installation.
You can restore a Communication Control Toolkit 6.0 database in the following
two ways:
1. Use the Contact Center Manager Server Database Admin snap-in from the
NCCT 6.0 Console, which is available from a shortcut on the Start > All
Programs > Nortel > Contact Center Manager Server > NCCT 6.0 Console.
DBComd.exe file is in the Contact Center Manager Server root installation
directory.
Stopping the Communication Control Toolkit services



stopped.
MSSQL$NNCCTDB
NCCT Server
Service Provider:
ACDPROXY
NCCT TAPI Connector
Telephony
The TAPI services are not supported in a SIP-enabled contact center.

Restoring the CCT database using the NCCT 6.0 Console

2 Choose Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
3 Expand NCCT Maintenance, and click Database Admin in the left panel.

4 In the right panel of the console, double-click Database Admin.


5 Click the Restore NCCT Database tab.

Result: The Restore NCCT Database page appears.

6 Click Browse.
7 Browse to the path where the backup file is located.

8 Select the backup file, and then click Open.
Result: The Database Admin Properties window appears.
9 Click Restore.
Result: The following confirmation message box appears.
10 Click OK.
Result: The database is restored.
11 Click OK.
12 Click Services in the left pane of the NCCT Console.


Result: The Services Properties window appears.
Note: If you are working in a SIP-enabled Contact Center, the Services

Properties window appears as follows.


15 Click OK.
Restoring the CCT database using DBComd.exe

1 Shut down all Communication Control Toolkit clients.
2 Shut down the Communication Control Toolkit Administration tool.
3 Open the Windows DOS prompt.
4 Change the directory to the installation directory of the Communication
5 Type DBComd.exe restore “C:\Program Files\Nortel\Communication
Control Toolkit\SQL\CCT6_EmptyDB.bak" (where C:\Program

Files\Nortel\Communication Control Toolkit is the location in which you

installed Communication Control Toolkit).
6 Press Enter.
NCCT 6.0 Console.
8 From the NCCT 6.0 Console, expand NCCT Maintenance, and select
Services in the left pane of the console.


Result: The Services Properties window appears.

11 Click OK.

Step 62. Start the CCT and TAPI services
This section provides an overview of the services that start during the
installation of Communication Control Toolkit.
Communication Control Toolkit services

Communication Control Toolkit installs the following services:
Communication Control Toolkit also installs the following services if the TAPI
ACDPROXY
NCCT TAPI Connector
Telephony
Communication Control Toolkit installs the following services if MPS is used:

Nortel MPS Service
Nortel RSH Daemon
The TAPI service provider services and MPS services are not supported in a
SIP-enabled Contact Center.
Starting the Contact Center Manager Server services

Restart the services on the Communication Control Toolkit server by
performing the following steps:

1 Log on to the Communication Control Toolkit server as Administrator.

2 On the NCCT 6.0 Console, expand NCCT Maintenance.
3 In the left pane, click Services.
4 In the right pane of the NCCT 6.0 Console, double-click Services.
Result: The Services dialog box appears.
5 Click to stop the services.

6 Click to restart the services.
7 The services are restarted.


This section describes how to use the NCCT 6.0 Console to configure Contact
Center Manager Server on the new server. You must configure the Contact
Management Framework (CMF) data.

Configure the Contact Management Framework (CMF) for Communication
Control Toolkit server using the Licensing Properties window in the
Communication Control Toolkit console.

Meridian Application Server. For more information about CMF configuration
with Meridian Application Server, see the Contact Center Manager Server

select CCT Server.



In a SIP-enabled Contact Center, the CMF Configuration tab appears as

follows

The Communication Control Toolkit server name automatically appears in
the CCT Server Name box.
Manager Server.
If you configure the CMF for standalone deployment, all core
changes to take effect. If you configure the CMF for coresident deployment


the following:
Maintenance.
Services.
Result: The Communication Control Toolkit Services dialog box
appears.



following:
appears.
c. Click OK.
appears.
e. Click OK.


the old user name.

do not want to import Windows users, proceed to Step 65. “Map resources to the
new Windows users” on page 2231.
Note the following:

Toolkit server.


NCCT Server
To stop the services
a. Click Start > Administrative Tools > Services.
b. Right-click each service, and then click Stop.
c. Close the Services window
Services.
Restart.
NCCT 6.0 Console.


9 From the Location list, select the domain or server in which to look for
Windows users.
10 From the Object type list, select one of the following search criterion to use
when searching for users:
Find All Users—Select this criterion to find all Windows user accounts
on the CCT server or domain.
User Name—Select this criterion to find all Windows user accounts
where the user name or logon ID matches or contains the value in the
Object Name box.
Last Name—Select this criterion to find all Windows user accounts
where the last name matches or contains the value in the Object Name
box.
First Name—Select this criterion to find all Windows user accounts
where the first name matches or contains the value in the Object Name
box.

User Group Name—This criterion is available only if you selected a

domain from the Location list. Select this criterion to find all Windows
user accounts where the user group name matches or contains the
value in the Object Name box.
Organizational Name—This criterion is available only if you selected a
domain from the Location list. Select this criterion to find all Windows
user accounts where the organization name matches or contains the
value in the Object Name box.
11 In the Object Name box, type the text on which to search for users.
12 Click Find Now.
Result: The Windows users appear in the Search Results list.
13 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.
14 Click Add.
Result: The users that you selected appear in the Selected Users box.
15 Click Apply.
16 Click OK.
Toolkit database.

Step 65. Map resources to the new Windows

users
After you update all of the Windows users, you must map the resources to the
new Windows users. Mapping resources assigns users, Contact Center users,
addresses, and terminals to groups of resources, and then associates the
individual resources or resource groups to workstations. Mapping ensures that
the contacts (voice or multimedia) are sent to the correct communications
endpoint so that a user on a particular workstation can handle the contact.

correctly.
NCCT 6.0 Console.



Result: The Contact Center User Properties dialog box appears.


click users.

and User Groups.
Groups.

8 Click OK.





list.
6 Click OK.





7 Click OK.



Terminals list.
6 Click OK.



WorkStations list.
list.
6 Click OK.


installation
verify that your Contact Center Manager Server installation succeeded.
5. Start the Reference Client application


2 Click Manage.



8 Click Create.
Creating a Windows user in Contact Center Manager Server

Administration Tool
Contact Center Manager Server Administration tool as the Windows user you
Contact Center Manager Server > NCCT 6.0 Console.

4 In the User Login Name box, enter the hostname/user ID for the user you
2244.
9 Click Add.
12 Click OK.
13 Identify your installation configuration, and do one of the following:

If you installed the Communication Control Toolkit on a CS 1000/

Meridian 1 or a CS 2X00/DMS switch, continue with “Mapping voice and
multimedia resources” on page 2247.
If you installed the Communication Control Toolkit in a SIP environment,
continue with “Mapping SIP resources” on page 2252.

following:
Ensure that the user is configured in the Contact Center Manager Server
them.


cmfconfig.exe utility was run, Contact Center Manager Server and Contact
Center Manager Server co-residency information, if applicable, the name of the
parsed XML file, parsed values and parsing results, and any errors reported by
the utility.

utility in the background. CMF Configuration can be used on the Contact Center
Manager Server server running SUS_0201 or greater.
Starting the Reference Client

2 From the Start menu, choose All Programs > Nortel > Contact Center
Manager Server > RefClient.
3 Click OK.



6 In the Domain box, enter the host name of your Contact Center Manager
Server server or the domain name for your user ID.
8 Click OK.

11 Click Originate.

12 Click Answer.

Tip: You cannot use TAPI lines to control Contact Center Manager Server
a. Select a line.
b. Click Call+.
c. Select the call.
f. Select OWNER.

g. Click OK.
Mapping SIP resources

resources required for the SIP contact center.
Use the Communication Control Toolkit Console (NCCT Console) to ensure

that the user is configured in the Contact Center Manager Server Administration
tool with the correct contact center users.
Verifying the Contact Management Framework configuration for SIP

Contact Centers
When configuring the Contact Management Framework (CMF) use the CMF
Configuration tab (NCCT 6.0 Console). A log file is created (cmfconfig.log) in

cmfconfig.exe utility was run, Contact Center Manager Server and Contact
Center Manager Server co-residency information, if applicable, the name of the
parsed XML file, parsed values and parsing results, and any errors reported by
the utility.

Starting the Reference Client in a SIP Contact Center

2 From the Start menu, choose All Programs > Nortel > Contact Center
Manager Server > RefClient.
3 Click OK.


6 In the Domain box, enter the host name of your Contact Center Manager
Server server or the domain name for your user ID.
8 Click OK.
9 Start the Multimedia Converged PC client configured for this Agent on the
Agent’s Desktop.

10 Log in to the Multimedia Converged PC client. A password is not required if

you are logging on to a SIP-enabled Contact Center.
Result: The NCCT Reference Client on the Communication Control Toolkit
server displays the agent.
11 From the NCCT Reference Client, present a call by dialing the agent’s DN.

12 Click Answer to accept the call.

Result: The following dialog box appears. The Communication Control
Toolkit is working properly.


assign contact types to agents. An agent only receives voice contact types. The
effect.
ATTENTION

Contact Center
The License Manager must be licensed to provide Open Queue session licenses.
See Appendix D for a description of the keycode.
The License Manager must be licensed to provide agent licenses for the required
contact types. See “Troubleshoot and support” on page 2971 for a description of
the key codes.




4 Click OK.
5 Click Yes.
Result: The server is configured, and then the following:

6 Click OK.




Tip: You can type a name that includes a maximum of 30 characters, no
already.
7 In the threshold class box, type the name of the threshold class associated
with this skillset.

12 For networking skillsets only, in the Call Request Queue Size box, type the
maximum queue size for network skillsets. When the set maximum is
11—999.
14 For networking skillsets only, click the Include Local Node check box if you
want to allow the source node to be included as part of the network routing
decision for this network skillset. If you do not click this check box, then the
source node is not included in the routing decision. You can configure this
value for each network skillset on a per-site basis.
skillset.


Supervisors.


supervisor.


properties.

5 Click Skillsets.
6 Click List All.

Guide.
Write the scripts to provide contact type specific handling

Scripting Guide for Communication Server 1000/Meridian 1 PBX.

If you added your server to an existing domain or if you do not want to add your
server to an existing domain, proceed directly to Step 69. “Delete any unused
CCMS from CCMA (optional)” on page 2276.
access.
If your co-resident server includes then add the server to a domain
Contact Center Manager Server and after installing Contact Center Manager
Administration
Contact Center Manager Server, after installing Communication Control

Administration, and Communication
Control Toolkit
ATTENTION

4 In the Computer Name Changes window, you can change the computer

c. Click OK.
specified.

to this user. When you dial in to the Contact Center Manager Server Release 6.0
RAS configuration, the Domain Controller authenticates the user. Since no local
dial-in account is created on Contact Center Manager Server, the system no
once you establish dial-up using the domain user account, the pcAnywhere user


Remote Access.

2 Right-click the Local Server Name, and then select Configure and
3 Click Next.
Result: The Configuration dialog box appears.

4 Ensure Remote Access (dial-up or VPN) is selected, and then click Next.
Result: The Remote Access dialog box appears.
5 Click Dial-up, and then click Next.

Result: The Network Selection dialog box appears.

Result: The IP Address Assignment dialog box appears.

Result: The Address Range Assignment dialog box appears.

8 Click New.
Result: The New Address Range dialog box appears.

Result: The Address Range Assignment dialog box appears showing the
10 Click Next.
Result: The Managing Multiple Remote Access Servers dialog box
appears.


Wizard dialog box appears.
12 Click Finish.

must set up your user accounts for remote access. Choose from one of the

pcAnywhere
dial-in access.

Note: Nortel recommends using a user name and password that are
carefully as they are required to remotely support the Contact Center
Manager Server Release 6.0 server.
2 On the Contact Center Manager Server Release 6.0 server, no changes
are required to the operating system, RAS configuration, server software,
or pcAnywhere installation.
3 When you dial in to the Release 6.0 server of Contact Center Manager
Server, the system prompts the remote user for a domain user account and
password. After the Domain controller authenticates the domain user
account and password, you can start the pcAnywhere session.The
pcAnywhere logon can still use the NGenDist or NGenDesign account.
Note: Since there is no local record of the Domain user account, you must
maintain two user accounts, one is the domain user account, and the other
is the local pcAnywhere account.

controller with dial-in access, as in Option 1. However, you also use the same
domain user account instead of NgenDist for pcAnywhere access. The
NGenDist or NGenDesign accounts are no longer used at any level.
dial-in access.
carefully as they are required to remotely support Contact Center Manager
Server.
operating system, RAS configuration, or server software, except for the
pcAnywhere configuration.
Note: The Contact Center Manager Server user must be logged on using
an account with Domain Administrator privileges before configuring
pcAnywhere users.

Stop and disable the Win 32 Time Service (Communication Server

If you use a Communication Server 1000/Meridian 1 PBX switch, ensure to stop
and disable the Windows Time Service. If you use a Communication Server
2x00/DMS switch, you need not disable the Windows Time Service.

2 On the Windows desktop, right-click My Computer and choose Manage >
Services and Applications > Services.
3 On the right window, right-click Windows Time Service, and then select
Stop.
again, and then select Properties.
7 On the Computer Management window, check that Windows Time
Service Startup Type is disabled.
8 Close the window.
Controller time.
Nortel recommends that the time difference between the Communication Server
1000/Meridian 1 PBX and the Domain controller time be kept within a few
seconds (+/- 10 seconds). The maximum difference can be up to 5 minutes
before Kerberos authentication problems can arise. Once a month, check the
times on the CS 1000/Meridian 1and the domain to ensure that the 5-minute
tolerance is not exceeded.


(optional)

remove it now.

ATTENTION
custom report groups, private Real-Time Displays, and
private report templates. All Contact Center data stored on
the server.
2 On the menu bar, click Server > Delete Server.
server.
3 Click OK.


database (optional)
not have to perform another migration.
6.0 data.
2419.


Manager Server.


If you plan to add LinkPlexer to your configuration, see the following section
for installation procedures. For LinkPlexer server requirements, see the Nortel
When you install LinkPlexer co-resident with Contact Center Manager Server,
Nortel recommends that the switch IP address be the same as the Contact Center
Manager Server IP address.




3 The1-Wire-Drivers Welcome dialog box appears.
4 Click Next.
Result: The License Agreement dialog box appears.

Result: The Custom Installation Choices dialog box appears.
Result: The 1-Wire Drivers USB Warning dialog box appears.

8 Click Next.
Result: The Select Installation Folder dialog box appears.
Tip: The default folder for installation appears. To select an alternative

location, click Browse or type the path in the Folder box.

11 Click Next.
Result: The Confirm Installation dialog box appears.

Result: The Installing 1-Wire Drivers dialog box appears. The installation
installation.

When the installation is complete, the USB Instructions dialog box appears.
hardware.
Result: The Welcome to the Found New Hardware Wizard dialog box
appears.
14 If Windows cannot detect the driver, select it manually by browsing to the

location where the 1-Wire software is installed.


Next.

18 Clear the Search removable media (floppy, CD ROM) check box.

Version 4.00)
Result: The Security Alert - Driver Installation dialog box appears.
21 Click Yes.
The 1-Wire Net Port Selection dialog box appears.

22 Click Next.
Result: The 1-Wire Net Port Selection dialog box appears.
device.
24 Click OK.

When Auto-Detect locates a device, the following dialog box appears.
dialog box appears.

26 Click Close.



2 Click Next.
3 Click Next.
Result: The Ready to Install dialog box appears.

4 Click Next.
Result: The Installing Nortel LinkPlexer 6 dialog box appears.

dialog box appears.


KeycodeTracker.
Result: The LinkPlexer KeycodeTracker dialog box appears.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker dialog box closes. The
Using Tracker



and information:
application

Connected.



Keycode Tracker.
Result: The Keycode Tracker dialog box appears.

3 Click Apply.





box.
box.
7 Click OK.



Step 73. Complete other postinstallation tasks

server software.
Configure RSM

Service Update Supplement, see“Install patches on the server” on page 2312.



Activating the Nortel Contact Center Security Template

You can use the set of predefined Windows Server 2003 Security Templates,
part of Nortel Contact Center, 6.0 to quickly deploy and secure the Nortel
Contact Center 6.0 suite of servers. For more information, see Chapter 16,
“Manage security.”.

If you use the TAPI Service Provider on the Communication Control Toolkit
server as a TAPI Remote Service Provider for remote TAPI Clients, you must
configure the TAPI Service Provider. For detailed instructions to configure the
TAPI Service Provider, see the Network Managers Guide for Symposium TAPI
Service Provider for Succession.
Redirect all Communication Control Toolkit clients

If you migrate your Communication Control Toolkit server, ensure that you
point your Communication Control Toolkit clients to the new server.
Configure Give IVR







b. Select Modify.
d. Click OK.
b. Select Modify.
9 Click OK.

part 4
Maintain Contact Center
Manager Server

Standard 6.14

Chapter 8
Manage the server
In this chapter
Shut down or restart the server 2304
Start up and shut down the License Manager service 2305
Manage the date and time 2306

Manage the server Standard 6.14
Shut down or restart the server
Always use the Shut Down option on the Windows Start menu to shut down the
server.
CAUTION
Risk of file corruption

Do not press the power button on the front of the server to
.
shut down your system as this can result in:

file corruption
failure to deacquire resources
loss of statistics for the current interval

January 2008 Manage the server
Start up and shut down the License Manager

service
The License Manager starts as a windows service.
Checking if License Manager is installed and running

1 From the Start menu, choose Administrative Tools.
2 Click Services.
3 Navigate to CC License Manager Service.
4 Right click the CC License Manager Service.
5 Set the startup type as Automatic.
6 Set the status to Started.

Manage the date and time
This section shows you how to manage the server date and time with either the
Communication Server 1000/Meridian 1 PBX, SIP, or Communication Server
2x00/DMS switch.
Server time changes
Risk of outage
If the Contact Center Manager Server is in a CS1000/M1
.
environment, you must change the date and time on the switch, not
on the server. If you change the date and time on the server,
outages can occur.
ATTENTION
Communication Server 1000/Meridian 1 PBX and SIP switches

The server makes adjustments to stay synchronized with the switch time. If you
attempt to change the date and time on the server, the server automatically
adjusts the time back to stay synchronized with the switch. As a result, only the
switch administrator can change the date and time.
For more information, see the Nortel Contact Center, Meridian 1 PBX/
Communication Server 1000, and Voice Processing Guide for both
Communication Server 1000/Meridian 1 PBX and SIP information.
Example: Change from daylight saving to standard time

During a time change from standard time to daylight saving time or from
daylight saving time to standard time, the following events occur:
Windows on the server automatically adjusts the time.

January 2008 Manage the server
Within 10 minutes, the server changes the time back to ensure that it is
synchronized with the switch time.
Note: If you use a Communication Server 1000/Meridian 1 PBX switch, in the

Date and Time Properties dialog box (found in Control Panel), the Automatically
adjust clock for daylight saving changes check box must be clear.

Contact Center Manager Server is the master clock. It does not derive its time
from the switch.
For more information, see the Contact Center Manager CS 2x00/DMS Switch
Guide.
Viewing the system date, time, and time zone from the Server Utility
1 Log on to the Server Utility.
2 Double-click the time at the bottom right corner of the Server Utility window.
Result: The System Date and Time property page appears.
3 Click Close to return to the Server Utility window.


Chapter 9
Install and uninstall patches
In this chapter
Overview 2310
Install patches on the server 2312
Uninstall SUs from the server using the Patch Manager 2317

Install and uninstall patches Standard 6.14
Overview
Nortel supplies the following patches for Contact Center Manager Server:
Service Update (SU)
Service Update Supplement (SUS)
Patch type Description
Service Update (SU) This patch provides planned product updates and bug fixes.
Each SU contains the latest fixes and the content of all
previous SUs and SUSs. When you install the latest SU, the
installation program automatically uninstalls the previous SU
and all SUSs in the SU. Example of an SU name:
CCMS_6.0_SU_91.
Service Update This patch provides urgent individual fixes required before
Supplement (SUS) the next SU is available. When you install an SU containing
an SUS already installed on your system, the installation
program automatically uninstalls the SUS from your system.
Example of an SUS name: CCMS_6.0_SUS_02.
Service Updates
Periodically, Service Update Supplements (SUSs) are consolidated into Service
Update. Service Updates are installed in the same way as Service Update
Supplements, although they can take longer to download because they are
larger. Two Service Update packs are usually available: one for the client and
one for the server.

January 2008 Install and uninstall patches
When you install the software (or upgrade to a new version), you must install the
latest Service Update. If no Service Update pack is available, check with your
Nortel customer support representative.
ATTENTION
Obtain patches
You can obtain Service Updates and Service Update Supplements as follows:
Library Web sites, located at http://www.nortel.com/espl.
To register for this Web site, follow the instructions provided at
Before you begin

If you are not installing patches from a DVD, download them from the nortel
Web site (www.nortel.com/espl) or obtain them from your Nortel customer
support representative.
You must read the readme file associated with each Service Update you plan to
install.

Install patches on the server
This section shows you how to install patches (Service Updates and Service
Update Supplements) on the Contact Center Manager Server.
ATTENTION
Prerequisites
The following prerequisites apply:
Install only when the Service Update is a later release than the one you
installed.
You must be logged on to the server as NGenSys.
ATTENTION
When you install patches on a Standby Server
configuration, apply the patch on the Active Server
before the Standby Server. Failure to do so results in
critical errors in the Standby Server configuration.

page 2567.
If you are downloading the patch, navigate to the PEP Library Web
sites, located at http://www.nortel.com/espl and download the patch you
require.

6 If you are prompted to view the Readme file, click yes. Review the readme
file and then continue with the installation of the SU.
7 Click Yes.

8 Click Next.
9 Click Install.
window appears.

10 Click Finish.
11 Click Yes.
Installing patches on servers in a replication environment

1 Follow the instructions from the patch Readme files to apply the patches to
the Active server.
2 Check if the Replication Server Stable Queue usage is above 2 MB (this is
appears on the Replication Server Monitor). The higher the usage, the
greater the delay in database updates received by the Standby server.
3 Wait until the Stable Queue usage drops back to 2 MB before applying the
patch to the Standby server.
4 Follow the instructions from the patch Readme files to apply the patches to
the Standby server.
Installing patches on the Replication Server

1 Make sure the Microsoft Automatic Update feature is disabled on all of the
servers.
2 Verify that both the Active and Standby database are active.
3 Verify that all of the replication agent threads are running. You should not
see any entries in the Stopped Replication Server Threads box.
4 If any Replication agent threads are not running, address this first before
proceeding.
5 Verify that both the Sybase Server Service and the Replication Server
Service are running. If either the Sybase Server Service or the Replication
Server Service is not running, address this first before proceeding.

6 Follow the instructions in the Replication Server patch Readme file to install
the SU.
7 If you are asked to shut down all three servers, you must shut down the
servers in the following order:
Active Contact Center Manager Server
Replication Server
Standby Contact Center Manager Server
When you are asked to startup the servers you must start them up one at a
time in the reverse order:
Standby Contact Center Manager Server
Replication Server
Active Contact Center Manager Server
The same sequence applies if any two of the three are to be shutdown.
Note: If you are asked to restart the server, apply the same order as for
shutdown. Specifically dealing with the StandbyContact Center Manager
Server and the Replication Server, make sure that the Standby Contact
Center Manager Server is started and is up before you start the Replication
Server.
Install the latest Windows Server 2003 service pack

After you install the required patches for Contact Center Manager Server, make
sure that you install the latest Windows Server 2003 service pack that is
validated with Contact Center Manager Server. You can obtain this information
from the Contact Center Portfolio Service Packs Compatibility and Security
Hotfixes Applicability List. Available on the Partner Information Center Web
site (www.nortel.com/pic).

Uninstall SUs from the server using the Patch

Manager
You can use the Patch Manager utility to view a list of all patches installed on
the server. Use this utility before installing a new Service Update (SU) or
Service Update Supplements (SUS) to verify that it is not installed.
You can also use the Patch Manager utility to remove all SUSs and the SU
installed on the server. You can use this feature when you install new patches on
the system and want to remove all existing patches from the system. You can
also use it as part of a recovery scenario or when you want to remove everything
and use the server for a different purpose.
Starting the Patch Manager

Result: The following window appears, and lists the installed patches (SU
and SUSs).

Removing patches (SU and SUSs) installed on the server

Before you can remove a patch you must shutdown the services on your server.
ATTENTION
Shutting down services on the Contact Center Manager Server

appears.

3 Click OK.

b. Select any service with a status of Started.

c. Right-button click and select Stop from the menu.
Result: Status column is blank for this service.
d. Repeat until all services are stopped.
Result: Status column is blank for all services.


4 After all services on the Contact Center Manager Server are shut down,
click Accept, on the Server Status Log to exit the utility and close the Server
Status window.
Removing the latest patch (SUS or SU) installed on the server

2 Ensure no services are running on the Contact Center Manager Server.
3 Start the Patch Manager.
> Manager Server > PEP Viewer.
Result: The Patch Manager - Server 6.0 window appears, displaying the
SU and SUSs installed.
4 Select an SU or SUS, and then click Read Me.

5 Read the section Uninstallation Instructions for special uninstallation
instructions.

7 Click Uninstall Last to remove the last applied patch (the last SUS or the
SU if no SUSs are installed,
8 Click Yes to uninstall the last patch.
Result: When uninstallation is completed, the Patch Manager - Server 6.0
window appears.
9 Click Exit to close the Patch Manager - Server 6.0 window.
Note: You must restart the system to ensure that all the changes take
effect. However, if you plan to perform a complete uninstallation, you do not
have to restart the system.
Removing all patches (SUSs and SU) installed on the server

2 Ensure no services are running on the Contact Center Manager Server.
4 View the Read Me file for each SU and SUS.


instructions.
8 Click Uninstall All to remove all applied patches (all SUSs and the SU).l
9 Click Yes to uninstall all patches.
window appears.
10 Click Exit to close the Patch Manager - Server 6.0 window:

Chapter 10
Install the Server Utility software

(stand-alone)
In this chapter
Overview 2324
Step 1. Read the relevant documentation to perform a new installation 2327
Step 3. Install required patches 2333
Step 4. Modify the ODBC.INI security settings (optional) 2340
Step 5. Download and install Windows update KB917607 (optional) 2342

Install the Server Utility software (stand-alone) Standard 6.14
Overview
This chapter describes how to install the Server Utility. The Server Utility
consists of the following components:
User Administration
System Administration
PC Event Browser
Provider
Service Monitor
The components that are available in the system tree are dependent on the switch
type and the user's permissions.
For more information about Server Utility, see the Server Utility Help.
You can install the Server Utility with the following Nortel Contact Center
applications:
Contact Center Manager Server (on Windows Server 2003)
Contact Center Manager Administration (on Windows Server 2003)
You can also install a stand-alone Server Utility on the following operating
systems:
Windows 2000 Server
Windows Server 2003
Windows XP
Windows Vista Business
Windows Vista Enterprise
You must not install the Server Utility with Classic Client or Symposium
Express Call Center 4.2 Client.
The time needed to install the Server Utility software depends on the computer
CPU speed.

January 2008 Install the Server Utility software (stand-alone)
Assumptions
This chapter is based on the assumptions that the hardware platform is Windows
Server 2003.
Methods of server installation

How you install the server software depends upon the environment in which you
are working.
Method Requirements
from the Contact Center
Release 6.0 DVD-ROM. Use the
DVD-ROM drive that is part of
the hardware platform.
from a remote DVD-ROM drive Supported only if the remote PC is running Windows
that is accessible over the LAN. 2000 Server or Professional, Windows Server 2003
This method is not Enterprise or Standard, or Windows XP Professional.
recommended, as network The path name of the drive that contains the DVD
traffic can interfere with proper cannot contain spaces and must be a mapped drive
installation. using a drive letter, for example, Z:\.
from a remote hard disk copy of A copy of the DVD on a remote hard disk (accessible
the installation DVD. over the LAN from the Server Utility server)
This method is not The path name of the directory that contains the copy of
recommended, as network the DVD cannot contain spaces and must be a mapped
traffic can interfere with proper drive using a drive letter, for example,
installation. Z:\SCCS\6.0\Rev3.

Event logging
The SysOps Event log (D:\sysops.log) tracks events associated with any
installation, reinstallation, upgrade, or uninstallation operation. It also tracks any
fatal errors that interrupt these operations.
What you need

The following checklist contains the software and equipment you need to install
Qty Description ✔
1 Contact Center Release 6.0 DVD-ROM


perform a new installation

(www.nortel.com).
ATTENTION
Before you install the Server Utility software, you must
read the Nortel Contact Center Manager Server Technical


After you complete step 1 of the preinstallation stage, you are ready to begin
installing the Server Utility software.
Installing the Server Utility software

2 Insert the Contact Center 6.0 DVD into the DVD-ROM drive and wait for it
to autorun. If the DVD does not autorun, then browse to the DVD and run
setup.exe.

3 Select Server Utility, and then click Next.

4 Click Next.
5 In the User Name field, enter your user name.

6 In the Organization field, enter the name of your organization.

7 Click Next.
8 Verify the destination folder, and then click Next.

Result: The following dialog box appears, prompting you to begin the
installation.

9 Click Install.
Result: The following dialog box appears, displaying the installation
progress.

window appears.
10 Click Finish.

11 Click Finish.
Result: The installation is complete.The Server Utility is installed.

Step 3. Install required patches
All SU packs and SUSs are available on the Enterprise Solutions PEP Library
Web site at http://www.nortel.com/espl. To register for this Web site, follow the
instructions at www.nortel.com/register.
Any SU packs and SUSs that are available at the time of shipping are included
on the DVD with your software.
This section describes how to install patches (Service Updates and Service
Update Supplements) on the Server Utility.
Prerequisites
The following prerequisites apply:
Install only when the Service Update is a later release than the one you
installed.
You must log on to the PC with an account that has local administrative
privileges.
Installing patches (SU or SUS) on the Server Utility

If Server Utility is installed with Windows Vista, see “Installing patches (SU or
SUS) on the Server Utility with Windows Vista” on page 2336.
1 Log on to the PC as the administrator. You must log on with an account that
has local administrative privileges.
page 2567.
3 Ensure that you have closed all applications.
4 To download the patch, navigate to the PEP Library Web sites, located at
http://www.nortel.com/espl and download the patch you require.
OR

7 If you receive a prompt to view the Readme file, click yes. Review the
8 Click Yes.

9 Click Next.
10 Click Install.
Result: The system installs the patch on the Server Utility, and then the
following dialog box appears.
11 Click Finish.

Installing patches (SU or SUS) on the Server Utility with Windows

Vista
Perform this procedure only if the Server Utility is installed with Windows
Vista. If the Server Utility is not installed with Windows Vista, see “Installing
patches (SU or SUS) on the Server Utility” on page 2333.
1 Log on to the PC as the administrator. You must log on with an account that
has local administrative privileges.
page 2567.
3 Shut down all applications.
4 To download the patch, navigate to the PEP Library Web sites, located at
http://www.nortel.com/espl and download the patch you require.
OR
5 Load it onto the PC.
7 Click Start > Accessories.
8 Right-click Command Prompt, and then select Run as administrator
from the resulting menu.
Result: The Command Prompt appears.
9 In the Command Prompt window, type the drive location of the patch (for
example, E:\), and then press Enter.
10 At the prompt, type the name of the msi file, and then press Enter.
Both CCMSU_6.0_SU_03.msi and CCMSU_6.0_SUS_0301.msi are the
minimum requirement for support on Windows Vista.

11 If you receive a prompt to view the Readme file, click yes. Review the
12 Click Yes.

13 Click Next.
14 Click Install.
Result: The system installs the patch on the PC, and then the following
dialog box appears.

15 Click Finish.
16 Click Yes.

Step 4. Modify the ODBC.INI security settings

(optional)
If you installed the Server Utility on a PC with Windows Vista, Print and Print
Preview does not function. You must modify the registry settings on the server
to restore this functionality.
Modifying the ODBC.INI registry settings

1 Log on to the PC as the administrator.
2 Click Start.
3 In the search box, type regedit, and then press Enter.
4 If the User Account Control dialog box appears, click Continue.
Result: The Registry Editor appears.
5 Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI.
6 Right-click ODBC.INI, and then select Permissions from the resulting
menu.
Result: The Permissions for ODBC.INI dialog box appears.
7 Click Add.
8 In the Enter the object names to select box, type the Server Utility user
names, separated by a semicolon (;), for this server.
9 Click OK.
Result: The added users appear in the Group or user names list.
10 Click Advanced.
Result: The Advanced Security Settings for ODBC.INI dialog box appears.
11 Highlight a newly added user, and then click Edit.
Result: The Permission Entry for ODBC.INI dialog box appears.
12 Ensure that the Allow check boxes are selected for the following ODBC.INI
permissions:
Query Value

Set Value
Create Subkey
Delete
Read Control
13 Click OK to close the Permission Entry for ODBC.INI dialog box.
14 Repeat steps 11 to 13 for each newly added user.
15 Click OK to close the Advanced Security Settings for ODBC.INI dialog
box.
16 Click OK to close the Permissions for ODBC.INI dialog box.
17 Close the Registry Editor.

Step 5. Download and install Windows update

KB917607 (optional)
If you installed Server Utility on a PC with Windows Vista, Server Utility users
cannot view online help. To view online help, you must download and install
Windows update KB917607 on to the PC. This update includes the
WinHlp32.exe file, which is required to view WinHelp help files, such as the
Server Utility online Help.


Chapter 11
Back up data
In this chapter
Overview 2344
Backup speeds 2348
Requirements for backups 2353
Checklist to perform backups 2356
Create a Platform Recovery Disk 2357
Calculating the capacity requirements for database backups 2361
Section A: Set up backup options 2365
Section B: Schedule backups 2387
Section C: Use a third-party backup utility to create full backups 2399

Back up data Standard 6.14
Overview
Your backup strategy is a critical part of your disaster recovery program.

Backups minimize the data loss resulting from catastrophic failure.
Your backup strategy can include the following types of backups:

database backup (the server remains online)
full backup (the server is taken off line)
RAID1
CAUTION
Risk of malfunction
.
To keep data synchronized between Contact Center Multimedia/

Outbound and Contact Center Manager Server, you must ensure
that when whenever you back up Contact Center Manager Server
that you back up Contact Center Multimedia at the same time.
For more information about backing up Contact Center
Multimedia, see the Contact Center Multimedia Installation and
Maintenance Guide.
When to use a database backup

Nortel recommends that you perform a daily database backup using the Contact
Center Manager Server backup utility. A database backup is performed while
the server is online. In conjunction with a Platform Recovery Disk (see “Create
a Platform Recovery Disk” on page 2357), a database backup allows you to
restore all system data (scripts and statistics) after a crash.
If your server is equipped with a mirrored Redundant Array of Independent

Disks (RAID1) system, then recovery from a single drive failure does not
require a database backup. However, you can still continue to perform daily
backups.

January 2008 Back up data
Backup destinations
You can direct your database backup to the following destinations:
a tape in a local tape drive
Use multiple backup tapes on a rotation basis, with tapes rotating off-site
for protection in the event of a catastrophic disaster.
ATTENTION
You do not require a full backup of your Contact Center
Manager Server if you maintain a current database backup
and Platform Recovery Disk, as well as the original server
software. If you want to do a full backup of your server,
you must use a third-party backup utility. For more
information about full backups, see Section C:“Use a third-
party backup utility to create full backups” on page 2399.
Daily maintenance and database backups

The daily maintenance process consolidates statistics. It runs on the server at
midnight and takes several hours, depending on the system configuration.
Frequent delays occur if you schedule a backup at the same time as the daily
maintenance process. The server puts the backup on hold until the maintenance
process is completed. The delay is logged in the backup log file, and it has no
impact on the system or backup.
ATTENTION
When to use a full backup

A full backup allows you to restore the server to its state at the time of the
backup. It is useful for recovery from a catastrophic failure in the server disk
subsystem. In combination with a current database backup, a full backup can
help you minimize your data loss.

A full backup is performed while the server is offline. You can create a full
backup
after the installation and configuration of a new server
before and after a major server upgrade (for example, from Release 4.2 to
Release 6.0)
before and after any major hardware upgrades (such as a disk expansion,
BIOS upgrade, or platform migration)
ATTENTION
To create a full backup, you must use a third-party backup
utility. For information about preparing for a third-party
backup, see Section C:“Use a third-party backup utility to
create full backups” on page 2399.
When to use a RAID1 backup

RAID1 backups are recommended for platforms with hot-swap disk
configurations. RAID1 backups provide a fast mechanism to back up and restore
your system. Used in conjunction with a database backup, a RAID1 backup
allows you to restore your system to its condition preceding a crash.
The Contact Center Manager Server backup utility backs up the server database.
You need a database backup to recover from database corruption, or to perform
an upgrade or migration on your server. The backup utility is not intended to
restore individual pieces of information or files that are deleted by accident.

Backup best practices

To help you recover your database in the case of a system failure, follow the
guidelines in the following list to ensure that you always have an up-to-date
backup of your database files:
Create a new Platform Recovery Disk after you expanded your database
using the Database Expansion Utility, restored your database, and each
time you change any of the following information about the server:
Customer Information—If you change your customer name or
company name, then you must create a new Platform Recovery Disk.
Communication Server 1000/Meridian 1 PBX, Communication
Server 2x00/DMS, or SIP Switch Information—If you update switch
information, such as the switch name, IP address, and customer number,
then you must create a new Platform Recovery Disk.
ELAN subnet or Nortel server subnet IP Addresses—If you update
the ELAN subnet or Nortel server subnet IP address of the server, then
you must create a new Platform Recovery Disk.
Voice Connection —If you update the connection to the voice-
processing system (CallPilot or Meridian Mail), then you must create a
new Platform Recovery Disk.
RSM IP Address —If you update the Real-Time Statistics Multicast
(RSM) IP address of the server, then you must create a new Platform
Recovery Disk.
Site Name—If you change the site name for Contact Center Manager
Server, then you must create a new Platform Recovery Disk.
Perform daily database backups. For more information about setting up
database backups, see Section A:“Set up backup options” on page 2365.

Backup speeds
The following table provides an SUmmary description of the backup types and
speeds.
Approximate speed of
Backup type Definition Result backup
Database backup Backs up all Online operation: See the table notes.
information stored in Call processing
the Contact Center continues as the
Manager Server backup executes. No
database to a remote Contact Center
directory or to tape. Manager Server
services are stopped.
Full backup Backs up the entire Offline operation: See the

Full backup system using a third- Allows you to restore documentation for
requires a third- party backup utility. the system to its state the third-party
party backup at the time of the backup utility.
utility. backup.
RAID1 drive Backs up drives to a Offline operation: See the supplier’s

backup spare drive pack. Fast system backup documentation.
and simple restore.

To help calculate the speed of database backups before an upgrade (to tape
or a remote directory), it is a good idea to perform a trial run of the backup
at least several days before the upgrade. Keep in mind that the time
required to do a database backup can vary between the trial run and the
actual backup day due to several factors.
For a list of variables that can affect the speed of your backup and restore,
see “Variables affecting backup and restore speed” on page 2349.


configuration), see the Contact Center Manager Planning and Engineering
Guide for Release 6.0.
To help you calculate the disk space requirements before you back up your
database, see details about the DBSpace utility in the section “Calculating
the capacity requirements for database backups” on page 2361.
Variables affecting backup and restore speed

Since Contact Center Manager Server runs on a Platform Vendor Independence
(PVI) platform, the factors that affect backup speeds can vary from server to
server. The factors shown in the following table can affect backup and restore
speed for both remote directory and tape backups. To improve the backup/
restore speed on your server, note the recommendations in the last column of the
table.
Backup/restore Impact of variable on

variable backup/restore Recommendation
Contact Center Manager Faster CPU means more Use a higher CPU speed
Server CPU speed free processing time on your PVI server.
available for the backup
and restore.
Contact Center Manager Faster database disk Use a faster disk.

Server database disk speed allows for a higher
speed data transfer rate for the
backup and restore task.
Contact Center Manager Since database backup Backup and restore your
Server processing time and restore is a low database during low
priority background task traffic hours, or during
on the server, more call periods of low server
traffic, Real-Time activity.
Displays, or scheduled
reports slows down the
backup/restore task.


Contact Center Manager Different tape drives have Use a faster tape drive
Server local tape type different data transfer type for local tape backup
rates. Faster tape drives and restore.
allows faster database
backup and restore on a
local tape.
Remote PC CPU speed Faster CPU speed on the Use a remote PC with a
remote PC means more higher CPU speed.
free processing time
available for the remote
backup and restore task
on the remote PC.
Remote PC disk type Different disk types have Use a faster disk type on
different data transfer the remote PC.
rates (for example, SCSI
is usually faster than IDE,
or a newer ATA interface
is faster than older IDE
type, and so on). Remote
database backup and
restore speed depends on
the total data transfer rate
of the remote PC disk.
Remote PC disk speed A faster disk speed allows Use a faster disk on the
for a higher data transfer remote PC.
rate for the remote
backup and restore task
on the remote PC.


Remote PC processing The more processes run Do not run other

time on the remote PC, the processes or applications
more the remote database on the remote PC during
backup and restore task remote database backup/
on the remote PC is restore.
slowed down.
LAN bandwidth The speed of the remote Use a LAN with a higher
database backup/restore bandwidth.
is proportional to the
network bandwidth
(speed). A higher LAN
speed has a higher
bandwidth to handle the
additional network traffic
for the backup/restore.
LAN traffic The speed of the remote Backup and restore your
database backup and database during low LAN
restore is highly traffic hours.
dependant on the actual
LAN traffic at the time of
the backup and restore.
Additional traffic in the
network delays the
backup/restore packets
between Contact Center
Manager Server and the
remote PC.


Contact Center Manager The total length of Keep the minimum call
Server database data backup time is statistical data required
proportional to the actual (for example, do not keep
amount of physical data 10 days of data if you
in the database at the time need only to keep 2 days
of the backup. The length of data).
of the backup time is
shorter if less data is in
the database.

Requirements for backups
If you are using a remote directory to back up your database, read this section to
understand requirements for the remote computer and network.

hold the backup files. For more information about calculating disk space
requirements, see “Calculating the capacity requirements for database
backups” on page 2361.
The remote computer must be on the same network as the server in Contact
The network connection must be through the Nortel server subnet. Ensure
Tape drive requirements and maintenance

If you are using a tape to back up your database, read this section to understand
tape drive requirements and maintenance steps.
Tape drives
Use a SCSI tape drive listed on the Microsoft Compatibility List for Windows
Server 2003 or Windows 2000 on the Microsoft Web site. Ensure that the SCSI
ID for the tape drive does not conflict with existing SCSI IDs configured for
other server devices.
You can use 1/4-inch cartridge and 4-mm and 8-mm digital audio (DAT)
formats drives.

The drive can be internal or external to the server.
Head-cleaning kit
Nortel recommends that you purchase a head-cleaning kit to prolong the life of
your tape heads and ensure the quality of your backups. You must clean tape
drives based on how often they are used.
Tape 1 2 3 4 or more
cartridges
used per day
Cleaning Weekly Every Every Daily

interval other day other day
Most cleaning kits suggest how often heads must be cleaned.
Dedicated tapes for backup types

Use one backup tape for each backup, regardless of whether extra space is
available on the tape. Make sure you have enough backup tapes on hand so that
you can save backups for a safe period of time before you have to overwrite an
old backup.
CAUTION
Risk of overwriting data

After a backup, the tape is not ejected from the tape drive.
.
Ensure that you eject the tape after each backup to prevent
the next backup from overwriting the data.
Tape size
Ensure that the backup tape is large enough to store the data you are backing up.
You cannot use multiple backup tapes for a single backup. For more information
about calculating tape capacity requirements, see “Calculating the capacity
Tape rotation
Rotate tapes daily and store them at an off-site location. Do not keep a tape in
the tape drive for more than one or two days for the following reasons:

The next backup can overwrite existing data on the tape. If you are using
the same tape for several consecutive nightly backups and the tape becomes
damaged, no other backup is available to restore lost data.
Consistent reuse of the same tape accelerates wear on the tape. Tapes need
replacement earlier than their normal life span.
Nortel recommends that you store backup tapes off-site for as long as possible
before reusing them. Store tapes for at least two weeks.

Checklist to perform backups
Follow the steps in this checklist to perform backups.
Step ✔
After installing your server, or after making changes to your server

configuration (for example, IP addresses), create a Platform Recovery
Disk. For more information, see “Creating a Platform Recovery Disk”
on page 2357.
Decide whether to use tape backups or remote directory backups, and
configure the setting on Contact Center Manager Server. For more
information, see Section A: “Set up backup options,” on page 2365.
If you are backing up to a tape, ensure that you have the following:
enough backup tapes to rotate them. See page 2354.
a head-cleaning kit. Also ensure that you clean the tape drive
regularly. See page 2354.
Schedule a daily database backup from the Server Utility. See page
2389.
You may also want to plan an offline full backup using a third-party
backup utility.
CAUTION
Risk of data loss

The server does not contain a default backup schedule.
.
Perform a backup after all system hardware and software are

installed, and before and after any upgrade. Schedule a daily
database backup.

Create a Platform Recovery Disk

2 From the Start menu, choose Programs > Contact Center Manager
window appears.


tasks:
If you want to create a Platform Recovery Disk on a floppy disk:
a. Make sure the path shows A:\.
b. Insert a blank floppy disk in drive A.
c. Click Create Disk.
d. Click OK.

If you want to create a Platform Recovery Disk in a directory on a

network computer:
a. Make sure you map a network drive to the remote directory in
which you want to save the Platform Recovery Disk.
Note: The name of the remote directory into which you save the
Platform Recovery Disk must not contain any spaces. Spaces in the
remote directory name cause errors.
b. Click Browse and navigate to the mapped drive.
c. Select the directory, and then click OK.
Result: The drive you selected appears to the left of the Browse
button.

is labeled clearly.
window.


Calculating the capacity requirements for

database backups
Before you back up the database, you must ensure that the tape or remote
directory used for a database backup has enough capacity to hold the backup
files. To calculate the amount of space required in the tape or remote directory,
you have two options, based on the version of the Contact Center Manager
Server software installed on the computer on which you are performing the
backup.
You can use the DBSpace utility included on the Release 6.0 Server DVD-
ROM. For more information, see “Calculating the capacity requirements for
database backups using the DBSpace utility” on page 2361.
Calculating the capacity requirements for database backups using

the DBSpace utility
You can use the DBSpace utility to calculate the amount of data that you stored
in each of the blue, CBC, and master databases, and then calculate the total
amount of data stored, in megabytes.
Since the amount of data stored can change between the time when you run this
utility and the time when you back up your database, as an extra precaution, it is
a good idea to add a 15 to 30 percent buffer to the amount shown in the Total
row of the UsedDBSpace column in the utility window.
1 In Windows, open a MS-DOS window.
2 Navigate to D:\Nortel\iccm\bin\dbspace.exe

3 Type dbspace.exe <sysadmin password>, and then press Enter. For

example, if the sysadmin password for your server is nortel1, then type
dbspace.exe nortel1, and press Enter.
Note: Leave a space between the file name and the sysadmin password.
Result: The Database Space Utility appears and calculates the amount of
data stored in the database.
4 In the window, note the values in the UsedDBSpace column. These values
show the amount of data stored in each database (blue, CBC, and master).
Use the scroll bar to view the bottom portion of the pane where the total
amount is listed. The total value shown in the UsedDBSpace column is the
amount of space that you need available in a tape or remote directory
before you back up the database (plus the 15 to 30 percent buffer to safely
perform the database backups without any space constraints).
Tip: For your reference, the system creates a replica of the utility results
and stores it in a text file called dbspace.txt.
Calculating the capacity requirements for database backups using

the SCCSDBSpace view
On servers running Release 6.0 of Contact Center Manager Server, you can
create a custom report to access the contents of the SCCSDBSpace view.
When you generate your custom report, following information appears:

the amount of space allocated to the Contact Center Manager Server
databases (blue, master, and CBC)

the amount of space used by the databases

the amount of allocated space that is unused
1 Create a custom report with the report writing application of your choice (for
example, Crystal Reports). The custom report must point to the
“SCCSDBSpace” view on the server. For information about creating
custom reports, see the documentation included with your report writing
application.
2 Generate the report to view the capacity requirements for your database
backup.


Section A: Set up backup options
In this section
Overview 2366
Set up tape backups 2368
Set up remote directory backups 2372

Overview
Before you schedule your database backups, you must determine which backup
option you want to use and set it up on Contact Center Manager Server. Your
options are:
backing up to a remote directory on a network computer
backing up to a tape in a local tape drive
If required, you can switch between these methods; however, you cannot use
both methods simultaneously.
You set your database backup option on Contact Center Manager Server using
the procedures in this section. Then you schedule the backup from the Server
Utility as described in Section B: “Schedule backups,” on page 2387.
No predefined backup schedules are available.
Pros and cons of tape backups and remote directory backups

The following tables list the pros and cons of tape backups and remote directory
backups.

Tape backups
Pros Cons
not affected by network requires maintenance of tape drive and

instability tapes
no dependency on low possibility of mechanical failure of
network traffic tapes and drives
backup data is readable only by
Sybase backup server; cannot be read
by Windows backup utility
for technical support, tapes must be
handed off or shipped; data cannot be
transmitted electronically
Remote directory backups
Pros Cons
for technical support, requires a stable network

backup data can be must be scheduled when network
transmitted electronically traffic is low
backup data files can be requires an archiving plan for
recognized by the Windows backup files after each backup to
file system ensure the files are not overwritten
low maintenance and not
prone to mechanical failure

Set up tape backups
You can back up your database to a tape in a local tape drive on your Contact
Center Manager Server. You choose the tape backup option through a window
in the server software.
When you do a new installation of the Contact Center Manager Server software,
the default setting is tape backup. If you want to confirm that your server is set
to tape backup, or if you want to change from remote directory backup to tape
backup, use the following procedure.
After you complete these steps, the next scheduled backup goes to the tape
drive.
Setting up a tape backup

2 From the Start menu, choose All Programs > Contact Center Manager
Server > Database Backup Utility.

3 Select Local Tape Drive, and then click Next.

Result: The Start Backup window appears.
4 Verify that the backup tape is in the tape drive, and then click Start Backup.
To back up the database now, skip to 5 of this procedure for instructions.
To schedule your backup at a later time, click Cancel, and then see
Section B:“Schedule backups” on page 2387 for instructions to schedule
the backup.
If you want to schedule a backup, see Section B:“Schedule backups” on
page 2387.

If your backup is already scheduled, the system automatically sends the

backup to the tape drive.
Result: The Command Prompt window appears and displays information
similar to the following example shown.
The remote backup process begins. This process can take from 30 minutes
to 3 hours to complete, depending on the size of your database, the speed
of your computer, and network traffic. Leave the Command Prompt window
open so you can see the backup completion message.
5 Wait until the following message appears in the Command Prompt window.

6 Press Enter, type quit, and press Enter again.

7 Click OK.
Result: The backup is complete.
The backup log for your backup is located here in
D:\Nortel\data\backup\BackupLogs\dbbackup.log. Review the text file for
any errors.
8 Navigate to D:\Nortel\data\backup\BackupLogs and open the file
backup.log file (with Notepad). If your database backup succeeds, the log
contains the following lines of text:
[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete
(database cbc).
(database blue).
(database master).
This database backup log does not have any errors or warnings.
If your database backup log contains the text in the previous example,
your backup is successful.
If your database backup log contained any messages or errors, this can
indicate a problem with the backup. Navigate to the folder
D:\sybase\ASE-12_5\install and open the file backup.log (with
Notepad). This file can indicate the source of the problem. Retry the
backup and check the backup log again. If messages or errors still
occur, contact Nortel product support.

Set up remote directory backups
You can back up your database to a remote directory on a network computer.

You choose this option through a window on Contact Center Manager Server.
However, you must first complete a series of steps to set up the connection
between the server in Contact Center Manager Server and the remote directory.
To set up a remote directory backup, you must complete the following tasks:
1. Prepare the network computer:
Create a local Windows user account with administrator privileges.
Create a shared directory to contain the remote database backup files.
2. Prepare Contact Center Manager Server:
Create an identical local Windows user account with administrator
privileges.
Add the account to the policy “Log on as a service.”
Enter the account and path information through a window in Contact
Center Manager Server, and deactivate the tape backup option.
After you complete these steps, the next scheduled backup goes to the remote
directory. See the following detailed procedures.
ATTENTION
After you configure the remote directory for backup and
restore, check your configuration before backing up or
restoring the database by following the guidelines listed in
the section “Test the remote directory backup and restore
configuration” on page 2384.

Files created during remote directory backup

The backup process creates the following files.
blue.dmp Contains the contents of the Blue database.
cbc.dmp Contains the contents of the CBC database.
master.dmp Contains the contents of the Master database.
miginfo.txt Contains configuration details.
rbackup.txt This file includes details about the user name, password,
and path used when you perform a database backup to a
remote directory.
dbseg.txt This file contains information about the data and log
segments in your database.
dbdvc.txt This file contains information about the size and

location of your database files.
CAUTION
Risk of database restoration error

.
If you need to restore your database, the restore program looks

for the exact file names in the preceding list. If you change the
file names for archiving purposes—for example, by adding a
date to the name—you must change the names back to their
original state before you try to restore the database. Otherwise,
the restore process fails.
Before you start

Ensure the remote computer and the network meet the requirements identified in
“Requirements for backups,” on page 2353.


You must set up accounts, passwords, and a shared directory in preparation for
remote directory backups. Create names for these items ahead of time and record
them in the following table.

Item information
User name
other on Contact Center Manager Server. The names
must be identical on both computers.


Obtain and record this name so it is available when
you set up the remote directory backup on the server.

The share name for the remote directory must not
contain any spaces. Spaces in the remote directory
name cause errors.

Prepare the network computer for remote directory backup

When you determine which network computer you want to use for the remote
directory backup, you must create a local Windows user account on it, and then
create a shared directory to contain the remote backup. Use the following basic
steps, along with the documentation that came with the operating system, to
correctly set up the user account and shared directory.

a. Create the new user in All Programs > Administrative Tools >
b. Right-click Local Users and Groups, and then select New User from
the pop-up menu.
c. Type the user account details in the New User window.

CAUTION

When you are creating the new user account in Windows, you
.
must deselect the check box for “User must change password at
next logon.” If this check box is selected, Contact Center Manager
Server cannot connect to the remote computer.

worksheet.
Spaces in the remote directory name causes errors.
2 Make sure file sharing is enabled on your computer.
the worksheet.
You must now prepare the server in Contact Center Manager Server using
5 Make sure you record the computer name of the network computer in the
worksheet.
Prepare Contact Center Manager Server for remote directory backup

On your Contact Center Manager Server, you must create a local Windows user
account that is identical to the one you created on the network computer. You
then add the account to the policy “Log on as a service.” To complete
preparation of the server, you enter the account information and the path of the
remote directory in Contact Center Manager Server and turn off the tape backup
option. See the following detailed procedures.


5 In the User name box, type the name you recorded in the worksheet on
computer.
9 Click Create.

10 Click Close.
Properties.
14 Click Add.
Result: The Select Groups window appears.
15 In the Name column, click Administrators, and then click Add.
Result: The group appears in the bottom list box.
16 Click OK.
17 When the Member Of tab reappears, click Apply, and then click Close.
Setting up the local security settings

1 On the server in Contact Center Manager Server, select Start >
Administrative Tools > Local Security Policy.
5 Click Add User or Group.
6 Click Advanced.
7 Click Find Now.
then click OK.

9 Click OK.
Completing the remote backup settings on the new server

1 On the server in Contact Center Manager Server, select Start > All
Programs > Nortel Contact Center > Manager Server > Database
Backup.

2 Make sure Network Disk is selected, and then click Next.

3 In the Account box, type the user name you recorded in the worksheet on
on both the network computer and the server.
5 In the Path box, type the network path for the shared directory you created
on the network computer. Use the following format:
computername\sharename
See the computer name and share name that you recorded in the
worksheet on page 2374.
6 Click Next.
Result: Contact Center Manager Server is now set to restore the database
from the remote directory on the network computer.
page 2387.


database backup files to the remote directory.

Result: The services start, and then the following window appears.
8 To start your backup, skip to step 9; otherwise, click Cancel to save your
settings and exit.


Result: A DOS window appears showing the progress of the database
backup.
The remote backup process begins. This can take from 30 minutes to 3
hours to complete, depending on the size of your database, the speed of
your computer, and network traffic. Leave the Command Prompt window
open so you can see the backup completion message.
10 Wait until the completed OK message appears in the Command Prompt
window.

11 Press Enter, type quit, and press Enter again.

12 Click OK.
Result: The backup is complete.
The backup log for your backup is located here in
D:\Nortel\data\backup\BackupLogs\dbbackup.log. Review the text file for
any errors.
13 Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file
backup.log.txt. If your database backup succeeded, the log contains the
following lines of text:
(database cbc).
(database blue).
(database master).
This database backup log does not have any errors or warnings.
If your database backup log contains the text in the previous example,
your backup succeeded.
If your database backup log contained any messages or errors, a
problem can exist with the backup. Navigate to the folder
D:\sybase\ASE-12_5\install and open the file backup.log.txt. This file
can indicate the source of the problem. Retry the backup and check the
backup log again. If the messages or errors remain, contact Nortel
product support.

Test the remote directory backup and restore configuration

To ensure that you configured the remote directory backup correctly, after
completing the previous configuration procedure, perform the following steps
before backing up to, or restoring from, the remote directory. Before a
migration, it is important that you perform these steps on both the original server
(before backing up your database) and on the new server (before restoring the
database).
Checking the physical connection between server and remote PC

1 On the server in Contact Center Manager Server, use the remote PC
computer name to ping the remote PC. This enables you to check the
physical network connection between the server and the remote PC.
2 If you cannot ping the remote PC from the server in Contact Center
Manager Server, check the remote PC computer name, DNS configuration,
and the physical network connection between the server and the remote
PC (for example, the IP address and router configuration).
Checking the access to the shared folder

1 On the server, log on to Windows using the local Windows user account
that you created on the server. For more information about this account,
see “Setting up the local Windows user account on the new server” on
page 2377.
2 On the server, temporarily map to the shared folder on the remote PC as a
mapped network drive.
3 To check the access level to this mapped folder, on the server, copy any
small file (for example, a text file) and paste it into this mapped drive. Then
delete this file from the mapped drive.
4 If the system prompts you to enter the user name and password for the
shared folder, then check that the user name and password for the
Windows user accounts are synchronized on the server and the remote
PC.
5 If you cannot paste the copied file into the shared folder, or delete the file
from the shared file, then on the remote PC check that the Windows user
account is granted Full Control access rights.
6 On the server, unmap the shared folder and log off the server.

Perform a test backup

After configuring the remote backup, you can schedule a backup and check the
results in the backup log file when the backup is complete. For instructions, see
Section B:“Schedule backups” on page 2387.
Make sure you do this when network traffic is low.


Section B: Schedule backups
In this section
Overview 2388
Schedule a backup 2389
Monitor backups 2395
Other procedures for backups 2397

Overview
Use the Backup Scheduler on the Server Utility to schedule backups for the
server. No predefined backup schedules are available.
Administrative privileges required

To schedule backups, you must log on to the Server Utility as sysadmin.

Schedule a backup
To ensure that your system information can be restored after a hardware failure
or data corruption, schedule regular backups. For scheduling suggestions, see
“When to use a database backup” on page 2344.
You can back up your database either to a local tape drive or to a remote
directory on a network computer. You must configure one option on your
Contact Center Manager Server before you schedule a backup. For more
information, see Section A:“Set up backup options” on page 2365.
ATTENTION
In the following procedure, you must select
PrimaryServerTape as the backup device for both tape
backups and remote directory backups.
To recover your system, you must have a Platform Recovery Disk. See
“Creating a Platform Recovery Disk” on page 2357.
Overwrite data
Remote directory backups

When you schedule regular backups to a remote directory, the backup program
overwrites any existing database backup files in the remote directory with new
versions of those files. To avoid overwriting the database backup files, move
each set from the remote directory to another location following each backup,
and store them according to the date when they are created. For a list of files
created at each backup, see “Files created during remote directory backup” on
page 2373.
Tape backups
When you schedule a backup to tape, the overwrite option is selected
automatically. This option overwrites any data on the tape. To avoid overwriting
the data after a scheduled backup, remove and replace the tape, labeled it
appropriately, and store it in a safe place.

Preparing tapes prior to a scheduled backup

1 Remove the write-protect tabs from the backup tapes.
2 Label your backup tapes with the following information:
backup date and time
backup files
name of person who is performing the backup
3 Insert the tape properly into the tape drive on the server.
CAUTION
Risk of equipment damage

If you insert the tape incorrectly, you run the risk of damaging your
.
system.
Scheduling a backup (for both tape and remote directory backups)

1 Make sure the services on your server are running.
Note: A database backup uses the CCMS HDM service. If this service is
down, the database backup cannot start, and the system generates an
error message in the Backup Status window stating that the backup
completed abnormally.
2 Log on to the Server Utility as sysadmin.

3 From the Server Utility window, choose System Administration > Server
Backup > Backup Scheduler.
Result: The Backup Scheduler window appears.

4 From the File menu, select New Schedule.

Result: The Event Properties window appears.
5 From the Device Name list, select the destination device.

6 From the Backup Definition list, select the type of backup.
7 Select the Overwrite check box to overwrite the previous backup.
Note: If you select the Overwrite check box, the backup is written to the
same location as the previous backup and the previous backup is lost. If
you do not select the Overwrite check box, the backup is stored in a new
directory and the previous backup remains.

8 Click the Schedule tab.

Result: The Schedule page appears.
9 Select the type of schedule: Daily, Weekly, Monthly, Yearly, or Specific

date(s).
10 Select the month, day, or date(s) on which the backup can run.
Note: The options available depend on the type of schedule selected.
11 In the Start box, select the time at which the backup can run.
Note: The backup is scheduled according to the server time, which is not
necessarily the same as the client PC time.
12 In the Maximum wait time box, select the maximum wait interval (the
length of time the system can wait before starting the backup).

Note: This time is required in case a scheduling conflict with other tasks
forces the backup to wait. If the wait time expires before the backup can
start, then the backup is skipped. For example, you can schedule a backup
for a non-peak period, but in 3 hours the morning shift arrives. In this case,
you can enter 03:00 as the interval time. This ensures that the backup does
not take place when the morning shift arrives.
13 Click the Others tab.
Result: The Others property page appears.
14 In the Description box, type the description or the purpose of the backup.
15 Click Save.
Result: The backup is scheduled and a message box appears reminding
you to also schedule a backup for the Contact Center Manager

Monitor backups
You can monitor the status of a running backup with the Backup Status window
from the Server Utility. To view the Backup Status window, from the Backup
Scheduler window, select View > View backup status.
Backup Status window

The Backup Status window shows whether any files are skipped or copied in
error during a database backup.
If any files are not copied successfully, a minor alarm is generated. Obtain the
Event ID from the alarm in the Alarms Monitor for more information.
Using log files

To verify that a backup is successful, use a text editor (such as Notepad or
WordPad) to check the backup log. The backup log is generated at the end of the
backup, and is stored on the server in the following directory:
D:\Nortel\data\backup\backuplogs
The file name for a backup log is SCCS_Database yymmdd hhmm.LOG, where
yymmdd hhmm is the date and time of the backup (for example, 051117 1415
represents 2:15 p.m. on November 17, 2005).
The contents of the backup log are the same whether you back up to tape or to a
remote directory.
If a database backup is successful, the backup log contains all of the following
messages:
[DATE/TIME] - Starting backup of 'SCCS_Database' to device

'PrimaryServerTape' ...
[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete (database

cbc).


blue).

master).
[DATE/TIME] - The backup of 'SCCS_Database' was completed successfully.
ATTENTION
The text Starting backup of 'SCCS_Database' to
device 'PrimaryServerTape'appears for both tape
backups and remote database backups.
Ensure no error messages appear in the log file. The following example shows a
log file with errors:
[DATE/TIME] - Starting backup of 'SCCS_Database' to device

'PrimaryServerTape' ...

cbc).
Msg 408202, Level 2, State 41
This database backup has errors or warnings.
[DATE/TIME] - The backup of 'SCCS_Database' failed.
If your database backup produces error messages, repeat the backup. If it

produces error messages again, contact Nortel customer support.

Other procedures for backups
You can change any detail of a scheduled backup using the Server Utility
window. You can also delete backups from this window.
Change a scheduled backup

On the Backup Scheduler window, double-click the scheduled backup that you
want to change.
For step-by-step instructions, press F1 to access the online Help.
Delete a scheduled backup

On the Backup Scheduler window, select the scheduled backup that you want to
delete, and then choose File > Delete.
For step-by-step instructions, press F1 to access the online Help.
Cancel a running backup

Click Cancel in the Backup Status window.
If you cancel the backup, you cannot use any data that is written to the backup
device.


Section C: Use a third-party backup

utility to create full backups
In this section
Overview 2400
Guidelines for third-party backup software 2401
Prepare for third-party backups 2403

Overview
You can create a full backup so that you can restore Contact Center Manager
Server to its state at the time of the backup. This type of backup is useful for
recovery from situations such as a catastrophic failure in the disk subsystem.
To perform a full backup in Contact Center Manager Server Release 6.0, you
must use a third-party backup utility, such as the Windows backup utility. This
section provides guidelines for selecting the third-party backup software you
want to use, and describes the procedures you must complete before performing
the third-party backup.
Nortel recommends that you perform a full backup:

after the initial Contact Center Manager Server installation and
configuration
before and after a major upgrade to a new release
before and after any major hardware configuration changes

Guidelines for third-party backup software
The third-party backup software must meet the requirements listed in this
section.
Requirements for third-party backup software

The following requirements apply to third-part backup software:
The third-party backup software must not reduce the hard disk space
available to Contact Center Manager Server and the Windows Server 2003
operating system below the minimum required.
The installation or uninstallation of the third-party backup software must
not impact or conflict with Contact Center Manager Server software (for
example, it must not cause .DLL conflicts). If such conflicts are discovered,
you need to rebuild the server.
If the third-party backup software has its own database, it must not impact
the Contact Center Manager Server database.
The third-party backup software must not interfere with Contact Center
Manager Server services in any way (for example, causing improper or out-
of-sequence shutdowns).
During run-time, the third-party backup software must not degrade the
Contact Center Manager Server system beyond an average 50 percent CPU
utilization.
You must run the third-party backup manually. Do not schedule the third-
party backup to run in automatic mode.
ATTENTION
Services associated with the third-party backup must
not run while Contact Center Manager Server is
running.
If you are using a tape drive for your backups, the third-party backup
system can use a dedicated tape drive, or it can share the tape drive used for
Contact Center Manager Server database backups.

If the third-party backup and the Contact Center Manager Server

database backup have dedicated tape drives, the tape drive used for the
database backup must be configured with the device name “Tape0.”
If the third-party backup and the Contact Center Manager Server
database backup share a tape drive, the drive must meet the
requirements of Contact Center Manager Server.
For backups to a remote directory, the third-party backup must not interfere
with the server ports used for network connections by Contact Center
Manager Server.
Before you put Contact Center Manager Server in operation, perform
comprehensive co-residency testing of the server and the third-party
backup utility.
Disk imaging is supported.

Prepare for third-party backups
The customer must define a backup and restore process based on the third-party
utility used (for example, Windows backup). This section describes procedures
that must be completed before beginning a full backup using a third-party utility.
See your third-party documentation for information about the full backup
procedure.
When you perform a full backup, you must perform the following steps in the
order listed. Each step is detailed in the following pages:
1. Shut down the Contact Center Manager Server services using the Shutdown
utility.
2. Stop the database services from running by using the Stop Sybase Services
utility.
3. Perform the full backup using the third-party utility of your choice.
4. Start the database services using the Start Sybase Services utility.
5. Start the Contact Center Manager Server services using the Startup utility.
Preparing your server for a full backup

1 Shut down all Contact Center Manager Server services using the Shutdown
utility as follows:
> Manager Server > Shutdown.
Result: The Contact Center Manager Server Shutdown window
appears.
b. Click OK.
Result: The utility shuts down all services. The Service Status Log
window appears. This log displays any services that failed to shut
down. Click Recheck to refresh the service statuses.
c. If any services are still running, in the control panel, click the
Administrative Tools > Services icon to manually shut down the
listed services. Then click Recheck to update the status log.

d. Click Accept to exit the utility.

2 Shut down the database services using the Stop Sybase Services utility as
follows:
ATTENTION You must shut down the Contact Center Manager Server
Services as outlined in step 1 before shutting down the
database services. Failure to do so can result in
database corruption.
a. From the Start menu, choose Programs > Sybase > Stop Sybase
Services.
Result: The Contact Center Manager Server Shutdown window
appears.
b. Click OK.
Result: The utility shuts down the Sybase backup server, monitor
server, and the Sybase server. When all services are shut down, the
Service Status Log appears.
c. Verify that all services successfully shut down. If you cannot shut down
any services, contact Nortel support personnel.
d. After you shut down the services, click Accept to exit the shutdown
utility, and then proceed with the full backup.
3 Based on the type of backup you want to perform, you have the following
choices:
To perform a full backup of only the database files, proceed to step 7.
To perform a full backup of the database files and the operating system
files, continue with the following step.
4 To back up the entire system (for example, if you want to back up all of the
operating system files in addition to the database files), then, depending on
the backup utility you are using, you need to use the Services window in the
Control Panel to ensure the following services listed are shut down.
Note: Some third-party backup utilities require that you manually shut down
the following services. If you do not shut them down as follows, then some
Windows files are not backed up.

Click Start > Settings > Control Panel > Administrative Tools >
Services.
Result: The following services are shown:
Telephony
TCP/IP NetBIOS Helper Service
SNMP Service
Simple TCP/IP Services
Server
Protected Storage
Messenger
License Logging Service
5 To shut down the services, select the service, and then click Stop.
6 After complete, click Close on the Services control panel.
7 Back up the server. You must select the following options before starting
the full backup:
verify backup—This ensures that the backup is made successfully.
back up local registry—A required option to back up all the server
configuration details. The third-party backup utility must support registry
backups.
Note: You may want to use the compression option (if available) to ensure
all the data on the server can be backed up.
The following drives must be backed up:
C:\—Windows operating system, pcAnywhere
D:\—Contact Center Manager Server, SysOps.log file, Sybase
executables
all drives greater than and including F:\ - Database drives

Performing the backup

1 Start the backup from the third-party utility.
2 When the backup is complete, restart your server.
3 When the server is restarted, use the Start Sybase Services utility to restart
the database services, as follows:
ATTENTION
Do not attempt to restart the database services if the
Contact Center Manager Server services are running.
The Contact Center Manager Server services must be
shut down before you start the database services. After
you start the database services, then start the Contact
Center Manager Server services.
a. From the Start menu, choose Programs > Sybase > Start Sybase
Services.
Result: The Contact Center Manager Server Startup window appears.
b. Click OK to start the Sybase services.
Result: The services start up. When all services successfully start, the
Startup Complete window appears.
c. Click OK to exit this window.
4 Start the Contact Center Manager Server services.
Manager Server > Startup.
Result: The Contact Center Manager Server Startup window appears.
b. Click OK.
Result: After all services start, the Startup Complete window appears.
c. Click OK to exit the window.

Chapter 12
Restore data
In this chapter
Overview 2408
Section A: Recovery using Platform Recovery Disk and database backup2413
Section B: Recovery using a third-party backup 2443

Restore data Standard 6.14
Overview
A number of recovery methods are available for your system (Contact Center
Manager Server or Network Control Center). The method you choose depends
on the problem you encounter and the backup data and media available to you.
Before using these recovery procedures, check your regional Contact Center
Manager Server technical Web site for updated customer documentation.
ATTENTION
Recovery using a database backup and Platform Recovery Disk

The following table lists the recovery methods that use database backups and
Platform Recovery Disks, or both. Use the table to determine which recovery
scenario is appropriate for your situation. This chapter contains procedures for
each method.
Backup data
Recovery method When to use (examples) required
Full system recovery You suspect or experience Platform Recovery

using a database file corruption that affects more than
Disk and Database
backup and Platform Contact Center Manager Server or backup
Recovery Disk Network Control Center database (for (must exist prior to
(See page 2415.) example, you cannot boot the system system failure)
because the operating system is
corrupted)
hardware failure (for example, a hard
disk failure)

January 2008 Restore data
Backup data
Recovery of the You suspect problems with the setup Platform Recovery
system setup configuration (for example, the Feature Disk
configuration Report displays incorrect system (must exist prior to
(See page 2416.) configuration data or indicates a crash). configuration
corruption)
Recovery of the You suspect data in the database is Platform Recovery

database contents corrupted (for example, the system Disk and Database
(See page 2419.) produces database error messages, you backup
observe incorrect customer data, or your (must exist prior to
Database Integrity Check fails). database corruption)
Recovery You suspect corruption in Sybase ASE 12.5 Platform Recovery

(reinstallation) of configuration or software (for example, Disk and Database
Sybase ASE 12.5 and your Sybase database server fails). backup
database software
(See page 2421.)
Recovery using RAID backups or third-party backups

If your system is equipped with RAID, or if you use a third-party backup utility,
the following additional backup options are available.
Backup data
Recovery of a system You performed an upgrade or RAID backup

equipped with RAID: another maintenance activity on the (for systems
full system recovery system, and you need to rebuild or equipped with
restore your split RAID drives. RAID)
recovery of a faulty
hard drive You suspect or experience hardware
failure (for example, a hard disk
(See your hardware failure).
documentation for
instructions.)

Backup data
Full system recovery If a catastrophic failure occurs (for Full backup of

using a third-party example, if the operating system does system using a third-
backup utility not boot, or the system crashes party backup utility
(See page 2443.) randomly in the operating system and
application software).
Use this method when the latest
database backup and setup
configuration data is not available for a
Contact Center Manager Server or
Network Control Center reinstall.
If you do not have a backup

If you do not have a Platform Recovery disk and database backup, a RAID
system, or a full backup, you must do a new install of Contact Center Manager
Server or Network Control Center server.
Nortel does not recommend this method for recovery. If you are in this situation,
contact Nortel customer support for detailed information. An overview is
provided next.

When you reinstall Contact Center Manager Server, you lose all of the
configuration and statistics information. To recover your configuration, you
must reconfigure the server following the instructions in the Nortel Contact
Center Manager Server Administrator’s Guide.
backup of the original server is missing from the restored database of the new or
reconfigured server.
recommends that:

you take the original server out of service as soon as you complete the
database backup, and keep it out of service during the entire upgrade
procedure
you collect all of the needed call statistics from the original server database
before taking the server out of service
data pegging is missing from the backup. If it is important that all call statistic
and data pegging be migrated to your Release 6.0 server, take the original
server offline immediately following the database backup. Ensure that the
original server remains offline until you installed Release 6.0 and
Network Control Center

When you reinstall the Network Control Center, you lose all the network
configuration information. To recover the configuration, in addition to
reconfiguring the Network Control Center, you must also reconfigure and
Network Communication Parameters at each server in the network.
While statistics stored at the different servers within the network are retained,
they are no longer useful, since site IDs can be changed during reinstallation of
the Network Control Center. Therefore, after the installation, statistics can be
attributed to the incorrect server.


Section A: Recovery using Platform

Recovery Disk and database
backup
In this section
Overview 2414
Full system recovery 2415
Recovery of the server setup configuration 2416
Recovering a recent backup of the database 2419
Recovery (reinstallation) of Sybase ASE 12.5 and database software 2421
Common recovery procedures used in this guide 2427

Overview
The procedures in this section provide instructions for to recover a system

(Contact Center Manager Server or Network Control Center) using a Platform
Recovery Disk, a database backup, or both. This includes five types of recovery:
recovery of the full system
recovery of the system setup configuration
recovery of the database contents
recovery (reinstallation) of Sybase ASE 12.5 and database software
recovery (reinstallation) of the server software
ATTENTION
If your recovery procedure involves restoring the database,
ensure the database backup you use is created from the
same system running the same software release of Contact
Center Manager Server. If you attempt to restore a database
backup created from a system running a different software
release, the database restore finishes, but the system does
not work properly. Make sure you label each database
backup properly, including the software release of Contact
Common recovery procedures

Certain recovery procedures, such as restoring the database or importing
database or configuration data from a Platform Recovery Disk, are used in more
than one of the recovery scenarios listed in the preceding section. These
common procedures are located at the end of this section and are referenced
where appropriate for each specific recovery scenario.

Full system recovery
The full system recovery procedure provides instructions for recovering from
system failure, such as:
file corruption that affects more than the Contact Center Manager Server or
Network Control Center database
a hardware failure (for example, a hard drive failure)
If you have a current Platform Recovery Disk and recent database backup, you
can use this recovery method.
Performing a full system recovery

1 Follow the procedures for a complete uninstall in “Uninstall and reinstall
Contact Center Manager Server” on page 2451.
2 Follow the instructions in “Migrate a co-resident server to a new platform”
on page 1761 to reinstall the server software, Sybase software, and
database files.
Note: If you suspect that the problem with the system does not affect the
operating system, you need only to uninstall the Contact Center Manager
Server or Network Control Center software, Sybase ASE 12.5, and the
database files, thereby leaving the operating system and drive partitions
intact.
When you are satisfied with the proper operation of the restored system, create a
database backup. For instructions, see “Back up data” on page 2343. You can
perform a third-party backup, if available.

Recovery of the server setup configuration
If you suspect corruption in your server setup configuration, you can recover an
earlier version if you have an up-to-date copy of your system configuration data
file, MigInfo.txt. This file is created when you create a Platform Recovery Disk
or when you use the Export Configuration Data utility in the Server Setup
Configuration Utility.
Recovering the server setup configuration

1 Make sure you have an up-to-date copy of your system Platform Recovery
Disk, or a copy of the file MigInfo.txt on a disk or in a directory that your
system can access.
2 If your MigInfo.txt file is on a disk, insert it into the floppy drive.
Result: The Server Setup Configuration Utility appears.


5 In the Import Configuration Data from file section, ensure that the path is
the correct location of your file MigInfo.txt. If the path is not correct, use
Browse to navigate to the location of the file.
6 When the path shown is correct, click Import.
Result: The system imports your configuration data.
7 Complete steps 9 through 20 in the procedure “Configuring your server
software and database by importing configuration data from the Platform
Recovery Disk” on page 2436. Then continue to the following procedure.
Checking that the server services start up successfully

From the Start menu, choose Programs > Contact Center Manager Server >
System Monitor.
Result: The SMonW window appears and Contact Center Manager Server
services begin the startup process. For more information about the services and
their statuses, see Section B:“Contact Center Manager Server problems” on
page 3001.

Editing the host file

1 Shut down all Contact Center Manager Server services
2 Update the host file (c:\windows\system32\drivers\etc) with a text editor
(such as Notepad).
3 Run SvrConfig.

Recovering a recent backup of the database
If you suspect that data in your Contact Center Manager Server or Network
Control Center database is corrupt or if you recently migrated your server, you
can restore an existing database backup to the system using the Database
Restore utility.
Use one of the following procedures:

“Restoring the database from a tape backup” on page 2430
“Restoring the database from a remote directory backup” on page 2432
Then continue to the following procedure.
The restore process causes the connection between the Server Utility and server
to be lost, and the services on the server to be shut down. After the restore
process is finished, restart the system, and reconnect the Server Utility.
Restoring a more recently backed-up database

not have to perform another migration.
Use the Database Restore utility to restore the database.When the database is
restored, the Contact Center Manager Server Database Restore utility
automatically launches the Server Setup Configuration utility. Verify the
configuration information, and then complete the configuration process.
Running the server configuration repopulates the database with Release 6.0 data.
2419.


1 Stop the HDM service on the live server. The call statistics files are stored
in the file system for use on the migrated Contact Center Manager Server.
2 Create a new database back up of the original server.
4 Copy the original server interval files to Contact Center Manager Server.
Performing a Database Integrity Check

Nortel recommends that you perform a Database Integrity Check after you
restore your database to ensure the data is not corrupted before you return your
system to full service.
For instructions, see “Performing a Database Integrity Check” on page 2560.

Continue with the next procedure.

Recovery (reinstallation) of Sybase ASE 12.5

and database software
If you suspect that the Sybase ASE 12.5 server configuration or software is
unstable, you can uninstall the database software and configuration, and then
reinstall it while leaving the system software and configuration intact. You need
a database backup and a Platform Recovery Disk to perform this procedure.
Checklist for recovering Sybase ASE 12.5 and database software

Complete the following steps to perform this recovery procedure. To keep on
track during the procedure, photocopy the checklist and check off each step as
you complete it.
Description ✔
1 Prepare the system for reinstallation (see page 2421).
2 Import the database information from the Platform Recovery Disk

(see page 2422).
3 Reinstall and initialize the database software, including Sybase ASE

12.5 (see page 2422).
4 Restore the database contents (see page 2425).
5 Perform a Database Integrity Check on the restored database (see

page 2426).
6 Configure the system software and database (see page 2426).
Preparing the system for reinstallation

Before you can reinstall the database software and restore the database, you
must uninstall the existing database software that you suspect is corrupted. You
can also prepare your backup data, if you do not already have it available.

Preparing the system for reinstallation

1 If you do not already have a Platform Recovery Disk, create one as
described in “Create a Platform Recovery Disk” on page 2357. Then
continue to the next step.
2 If you do not already have a current database backup, create one as
described in “Back up data” on page 2343. Then continue to the next step.
3 Remove the database files and Sybase software, as described in “Uninstall
the Sybase ASE 12.5” on page 2462. Then continue to the next step.
4 Continue to the next procedure.
Importing database information from the Platform Recovery Disk

After you prepare the system for reinstallation, you must import database
information from a current Platform Recovery Disk.
For instructions, see “Importing database information from a Platform Recovery

Disk” on page 2427. Then continue to the following procedure.
Reinstalling and initializing the database software, including Sybase

ASE 12.5
You must install a new copy of the Contact Center Manager Server database
software and Sybase ASE 12.5 software supplied on the Server Application
DVD.
Reinstalling and initializing the database software

1 Uninstall all patches (SU and SUS) from the server.
2 Locate the Server Application DVD containing the Release 6.0 software for
Contact Center Manager Server and insert the DVD-ROM in the drive. Wait
for it to autorun.

3 From the Start menu, choose Settings > Control Panel > Add or
Remove Programs.
4 Select Contact Center Manager Server.

5 Click Change.
Result: The InstallShield Wizard window appears.
6 Click Next.
Result: A window appears showing the three components.
7 Select the Sybase software, and then select This feature will be installed
on local hard drive.

8 Click Next.
Result: The Pre-Install Compliance window appears, and then the Ready
to Modify the Program window appears..
9 Click Begin.
Result: A series of progress indicators appear as the system installs the
database.
10 Click Finish.
11 When the installation is complete, click OK, and then click Close to exit the
Add or Remove Programs window.
12 Restart the server computer.
When you finish the database installation, continue with the next procedure.
Restoring the database contents

After you reinstall the database software, you must restore the database contents,
either from a tape or from a remote directory, depending on which option you
used to create the database backup.
Before you reinstall the database, make sure that all of the latest patches (SU an
d SUS) are installed on the server.

Use one of the following procedures:

“Restoring the database from a tape backup” on page 2430
“Restoring the database from a remote directory backup” on page 2432
Then continue to the next procedure.
Performing a database integrity check

To ensure the integrity of the databases after you restore them, Nortel
recommends that you perform a database integrity check. This step is highly
recommended to capture any database consistency problems.
For instructions, see “Performing a Database Integrity Check” on page 2560.

Configuring the system software and database

Import configuration data from your Platform Recovery Disk to restore the
configuration of your server software and database.
For instructions, see “Configuring your system software and database by

importing configuration data from the Platform Recovery Disk” on page 2436.
Run the server configuration utility to configure your Contact Center Manager
Server. See “Installing the co-resident server software” on page 1881 for details.

Common recovery procedures used in this

guide
This section contains recovery procedures that are used in more than one
recovery scenario. See this section for specific restore procedures that are
referenced from other sections in this chapter.
Importing database information from a Platform Recovery Disk

This procedure imports database information from a Platform Recovery Disk
into your Contact Center Manager Server or Network Control Center.

2 Insert your Platform Recovery Disk into drive A.
a. If your Platform Recovery Disk is on a floppy disk, insert it into drive A.
b. If your Platform Recovery Disk is in a directory on a remote computer,
map a network drive to that directory.

5 In the section Import database information from platform recovery disk,

ensure the path shows A:\.
6 In the section Import database information from platform recovery disk
section, perform one of the following tasks:
If your Platform Recovery Disk is on a floppy disk:
a. Make sure the drive shown is A:\.
b. Insert the floppy disk into the drive.
If your Platform Recovery Disk is on a remote directory:
a. Click Browse and navigate to the mapped drive for the remote
directory.
b. Click the drive, and then click OK.
c. Make sure the mapped drive appears in the Platform Migration
Utility window.

7 Click Import.
Result: The system imports the files from your Platform Recovery Disk. A
DOS window appears during the import with the text Importing
database information. When the import is complete, the following
window appears.
8 Click OK.
9 Close the Platform Migration Utility window.
10 Remove the Platform Recovery Disk from the drive.
11 Return to the procedure that referenced this procedure.
Restoring a system database from tape or from a remote directory

These procedures restore a database backup from either a tape or from a remote
directory. Use one of following procedures:
For a list of variables that can affect the speed of your backup and restore,
see “Variables affecting backup and restore speed” on page 2349.

Restoring the database from a tape backup

2 From the Start menu, choose Programs > Contact Center Manager
Server > Database Restore.
Result: The Database Restore Utility window appears.
3 Select Local Tape Drive, and then click OK.

4 Insert the tape containing the database backup.
Result: The system first shuts down the Contact Center Manager Server
services that you installed. Then the database restore begins. During this
time, the Database Restore window remains visible and displays numerous
status messages about the progress of the restore.

6 When the tape in the drive stops moving, click Start Restore to begin the
database restore process.
Note: A log file is created with the following path name after the database
restore is complete: D:\Nortel\data\backup\RestoreLogs\restore.log
7 Click Done.
8 Eject the backup tape from the tape drive.

9 Click OK to exit the Database Restore utility.

Attention: You must wait for the Database Restore window to disappear. It
seems like no activity is occurring, but the system must complete its
processes and close this window. This can take up to 2 minutes to
complete. Do not restart the system.
Restoring the database from a remote directory backup
ATTENTION
Before restoring your database from a remote directory,
1 Log on to the system as NGenSys.

2 Ensure that you have a network connection to the computer containing the
remote directory backup.
Manager Server > Database Restore.
Result: The Database Restore Utility window appears.

4 Select Network Disk, and then click Next.

5 Enter the account name for the remote backup location.

6 Enter the password for the remote backup location.
7 Enter the path of the remote backup location.
8 Check that the path is correct.

9 Click Next.
10 Click Start Restore to begin the database restore process.

Result: The database restore process begins. This can take at least 1 to 3
hours, depending on the amount of data and the CPU speed of the server.
During this time, the Database Restore Utility window remains in view and
displays numerous status messages about the progress of the restore.
Note: The restore can take longer if you store your call-by-call records for
longer than the recommended interval.

11 Wait until the following window appears, indicating that the restore is
complete.
Note: A log file with the following path name is created after the database
restore is completed:
D:\Nortel\data\backup\RestoreLogs\restore.log
12 Click Done.
13 Click OK to exit the Database Restore utility.

Attention: You must wait for the Database Restore Utility window to
disappear. It seems as if no activity is occurring, but the system must
complete its processes and close this window.
Nortel recommends that you do not restart the server at this time. (You
need not restart the server until after you configure the server software and
database.) Instead, continue to the next procedure to perform a database
integrity check.

Configuring your system software and database by importing

configuration data from the Platform Recovery Disk
The file MigInfo.txt on your Platform Recovery Disk contains all configuration
data for your Contact Center Manager Server. To configure your server software
and database, you can import this information directly into the Server Setup
Configuration Utility using a command, as described in the following procedure.
Configuring your server software and database by importing

configuration data from the Platform Recovery Disk
1 Make sure you are logged on to the server as Administrator or NGenSys.
If your Platform Recovery Disk is on a floppy disk, insert it into the floppy
drive.
If your Platform Recovery Disk is in a remote directory, map a network
drive to the remote directory.
4 Perform one of the following tasks
If your Platform Recovery Disk is on a floppy disk, type
d:\nortel\iccm\bin\svrconfig.exe -i -w a:\MigInfo.txt.
If your Platform Recovery Disk is in a remote directory, type
d:\nortel\iccm\bin\svrconfig.exe -i -w x:\MigInfo.txt,
where x is the letter of the mapped remote directory.

5 Click OK.
This step is the first of several windows in the Setup Configuration Utility
into which you enter your system configuration. However, because you
imported your Platform Recovery Disk, the data boxes in each window in
this utility already filled with the configuration data of the original system.
6 Check the information in the Customer Information window, and then click
Next.
7 Check the information in each subsequent window, and then click Next to
move through the configuration utility.

8 When you reach the Site Name window, check the data, and then click
Finish.
The Server Setup Configuration Utility window appears. Each tab

represents a window that you just viewed. Different tabs appear depending
on your configuration.
9 When you are satisfied with the configuration details, click OK.

10 Click Yes to continue.

Result: The Server Configuration Utility configures your server using the
data you entered. It displays a status of each stage that the configuration
passes through.
Note: This process can take 20 to 30 minutes to complete, depending on
your system CPU and database size. Do not close any windows during the
configuration.
11 Wait until you see the following message.
12 Click OK.

13 Click OK.
Note: If you click Cancel, remember to use the Migration utility to create a
Platform Recovery Disk when the installation is complete. Skip to the
Result in step 17.

tasks:
c. Click OK.


window appears.
e. Click OK.
The system prompts you to shut down the services on the original
server so it can fix the problem. Follow the on-screen prompt to shut
down the services.
is labeled clearly.
window.


19 Click OK.
Result: The system automatically restarts.
20 Log on as NGenSys.
Note: It can take several minutes for the desktop to appear.
Result: The MAS Trace Window appears. The server and database
configuration is complete, and the Contact Center Manager Server software
is ready for use.

Section B: Recovery using a third-party

backup
In this section
Recovering the database with a third-party backup 2444

Recovering the database with a third-party

backup
Customers must define their own full backup and restore process based on the
third-party backup utility of their choice.
You can use a full restore if a catastrophic failure occurs when the latest
database backup and the initial system setup data records and database
configuration are not available for the reinstallation of Contact Center Manager
Server.
Do not use a restore from a full backup without reinstalling Contact Center
Manager Server in the following situations:
A full backup tape is not available.
The failed system is replaced with a new system that can have slightly
different hardware configuration.
The failed system is replaced with a different platform.

Chapter 13
Configure and uninstall pcAnywhere
In this chapter
Overview 2446
Establish a pcAnywhere connection using dial-up 2447
Uninstall pcAnywhere 11.5 2450

Configure and uninstall pcAnywhere Standard 6.14
Overview
With pcAnywhere, you can perform advanced administrative tasks on the server
from a remote PC and control the server as though you are directly connected to
it.
With remote access, your distributor or Nortel customer support can log on to
your server remotely to provide support.
To use pcAnywhere for remote access, your server must have a serial port
configured as COM1, as well as a modem, or alternatively, a USB port and a
USB modem.
Enables remote access support if necessary, install pcAnywhere before installing

Contact Center Manager Server. However, if desired, you can install
pcAnywhere after installing Contact Center Manager Server.

January 2008 Configure and uninstall pcAnywhere
Establish a pcAnywhere connection using

dial-up
This section offers an overview of how to configure a connection profile on the

remote PC that is used to connect with the server. Since remote PCs are not
limited to running one particular operating system, the following steps include
general guidelines for accessing the Windows utilities that are required for
configuring the connection. For specific instructions on accessing these utilities,
consult the Windows online Help on the remote PC.
Creating a server connection profile on the remote PC

1 On the remote PC, open the Network Connections utility (or the Dial-up
Networking utility).
Note: The name of this utility differs according to the operating system
installed on the remote PC. For specific instructions to access either utility,
consult the Windows online Help on the client PC.
2 In the Network Connections window (or the Dial-up Networking window),
click Make New Connection to open the new connection wizard.
3 Select your modem.
4 Enter a name for the connection.
5 Enter the server telephone number.
6 When you finish following all the wizard prompts, click Finish.
7 Continue with the following procedure.
Configuring a connection profile

1 Right-click the icon for the server connection that you created in the
preceding step “Creating a server connection profile on the remote PC” on
page 2447, and then select Properties.
2 Verify the information about the General property page, and correct it if
necessary.
3 Click Configure.

4 In the property pages, configure the settings for your connection. Ensure
that you configure the following properties as indicated:
For the dial-up server type, select PPP.
For the network protocols, select only TCP/IP and NETBEUI.
Select the option to specify the IP address of the server, and type the
server IP address.
Ensure that the option to use a default gateway on a remote network is
not selected.
5 The remaining boxes are optional. Fill them in as required for your network.
ATTENTION
If the RAS dial-up connection drops before the
pcAnywhere remote session is terminated correctly, do not
attempt to re-connect the dial-up session for 15 minutes.
The pcAnywhere Host to attempts to recognize that the
session terminated prematurely, and then reset itself to
allow a reconnection to proceed normally. Reconnecting
the dial-up immediately, without waiting for 15 minutes,
can result in the need to cancel and restart the pcAnywhere
Host session on the Contact Center Manager Server.
Establishing a connection to the server

1 Log on to the remote PC.
Dial-Up Networking or Programs > Accessories > Communication > Dial-
Up Networking.
3 Double-click the server connection profile icon.
Note: If the icon is unavailable, you did not created a server connection
profile. See “Creating a server connection profile on the remote PC” on
page 2447.
4 If you are prompted for a user ID and password, enter the user ID and
password to log on to the customer network.
5 Wait until the connection is established.

January 2008 Configure and uninstall pcAnywhere
6 After the connection is established, start pcAnywhere.

7 Double-click the pcAnywhere remote control icon that you created for the
server.
8 When prompted, enter the user ID and password for the pcAnywhere
NGenDist caller account that you created on the server.

Uninstall pcAnywhere 11.5
Follow this procedure if you experience problems with pcAnywhere that

requires you to reinstall the software. For more information, see Section
A:“Installation and upgrade problems” on page 2975.
Uninstalling pcAnywhere 11.5

Before uninstalling pcAnywhere, ensure there is no pcAnywhere Waiting icon
in the taskbar on your desktop. If the icon is on your desktop, right-click it and
select Cancel Host.
3 Select Symantec pcAnywhere, and then click Remove.
4 When prompted to confirm, click Yes.
5 The Symantec pcAnywhere window appears.
Result: pcAnywhere is uninstalled.
6 The system prompts you to restart the server PC.
7 Click Yes.
Result: The server restarts.
Note: If the server hangs, restart it manually.

Chapter 14
Uninstall and reinstall Contact Center

Manager Server
In this chapter
Uninstall the database and Contact Center Manager Server 2452
Reinstall the database software 2465
Uninstall License Manger 2466
Uninstall Server Utility 2470

Uninstall and reinstall Contact Center Manager Server Standard 6.14
Uninstall the database and Contact Center

Manager Server
You can uninstall the Contact Center Manager Server and database if you want
to use your server for another purpose or if you need to reinstall the Contact
Center Manager Server as part of a recovery procedure.
The Contact Center Manager Server installation consists of the following:

Contact Center Manager Server software
Service Updates (SU) and Service Update Supplements (SUS)
Contact Center Manager Server database file-system
Sybase software
Options and procedures for uninstalling the database and Contact

Use the following table to determine the types of uninstallation procedures that
are available, what they do, and which procedures in this section you must
follow to accomplish your goals.
For information about how uninstallation procedures relate to various recovery

scenarios, see “Overview” on page 2408.
Type of
uninstallation What it does Procedures to follow
Uninstall SU and Remove patches or Service Complete the procedure “Removing

SUSs Updates patches (SU and SUSs) installed on
the server” on page 2453

Type of
uninstallation What it does Procedures to follow
Complete Removes all Contact Complete the following procedures in

uninstallation Center Manager Server, this order:
Sybase, and database files 1. Uninstall any SU and SUSs.
and folders Follow the procedure in “Removing
patches (SU and SUSs) installed on
the server,” on page 2453.
2. Uninstall the server software.
Follow the procedure in “Perform a
complete uninstallation” on page
2456.
Database removal Removes all database Complete the procedure “Remove

(excluding Sybase) folders and files on all the Contact Center Manager Server
installed database drives database,” on page 2457.
Does not remove
Sybase ASE 12.5
software
Contact Center
Manager Server
software files, folders,
registries, services, and
shortcuts
Sybase removal Removes Sybase files and Complete the procedure “Uninstall
folders the Sybase ASE 12.5” on page 2462.
Removing patches (SU and SUSs) installed on the server

This procedure removes a Service Update (SU) and Service Update
Supplements (SUS) from Contact Center Manager Server.


Result: The Contact Center Manager Server Shutdown utility window
appears.
3 Click OK.
Result: The utility shuts down all of the Contact Center Manager Server
services. The Service Status Log window appears. This log displays any
services that failed to shut down. Click Recheck to refresh the status of the
services.


January 2008 Uninstall and reinstall Contact Center Manager Server
b. Select any service with a status of Started.

If you cannot shut down the Contact Center Manager Server services,
you can use serman man to set the services to Manual so that when
you restart the server the Contact Center Manager Server services do
not restart.
From the Start menu, choose Run.
Type D:\nortel\iccm\bin\serman man, and then click OK.
Contact Center Manager Server services are set to Manual. When the
server is restarted, the Contact Center Manager Server services will not
start automatically.
If you type D:\nortel\iccm\bin\serman auto, and then click OK, you
can change the services back to Automatic.
click Accept on the Server Status Log to exit the utility.

Perform a complete uninstallation

This procedure removes the Contact Center Manager Server files, folders,
registries, services, database files, and Sybase files and folders.
Performing a complete uninstallation

Do not log on as NGenSys. When you uninstall the software, you remove the
NGenSys account, and you may encounter problems.
2 Uninstall any patches that are installed on the server.
For instructions, see “Removing patches (SU and SUSs) installed on the
server” on page 2453. If you plan to reinstall your server, take note of the
patches you uninstall so you can reinstall them later.
3 From the Start menu, choose Control Panel > Add Remove Programs.

5 Click Remove.

6 Click Yes.
Result: The Contact Center Manager Server window appears, displaying
the progress of the uninstallation.
When the uninstall is complete, the Add or Remove Programs window
reappears. This may take a few seconds.
7 Verify that Contact Center Manager Server does not appear in this window.
9 Check drive D to ensure that the D:\Nortel and D:\Sybase directories were
removed. If they were not removed, delete the directories and their
contents.
Note: You do not have to remove the D:\Sybase_old directory. However, if
you choose to remove this directory, you must stop the SNMP service first
before deleting the directory.
Remove the Contact Center Manager Server database

This procedure removes all database folders and files on all installed database
drives. It does not remove Sybase ASE 12.5.

Removing the Contact Center Manager Server database

1 Log on to the server as NGenSys or Administrator.
2 Shut down all services on the server. For details, see “Shutdown services
on Contact Center Manager Server” on page 2583.
3 Close all windows and exit all applications.

6 Click Change.
appears.
7 Click Next.
Result: A window appears showing the three Contact Center Manager
Server components.

8 Select Database File-system, and then from the list select This feature will
not be available.
9 Click Next.
Result: The program maintenance program searches for the original
installation media.
If the installation media is found, then program maintenance continues
at the next step.
If the installation media is not found, then a browse window is displayed:
a. Browse and select the installation media.

b. Select OK.

10 If the installation DVD is located, then uninstallation continues.

Result: A window appears showing that the system is ready to modify the
program.
11 Click Begin.
Result: A progress indicator appears.
12 When the uninstallation is complete, click Close to exit the Add or Remove
Programs window, and restart the server computer.
Note: Do not bypass this restart or you may encounter problems with the
remaining steps in this procedure.
13 After the server reboots, log on to the server as Administrator.
14 Perform the following tasks to ensure all the database folders and files on
the database partitions are removed:
a. Open Windows Explorer, and navigate to the F partition (first database
partition).
b. Delete all files or folders in the database partitions.
c. If you have additional database partitions (G, H, I, and so on), repeat
steps a and b for each partition.
15 Close Windows Explorer.
Result: The database is removed.

Uninstall the Sybase ASE 12.5

This procedure removes the Sybase ASE 12.5 software.
Uninstalling the Sybase ASE 12.5

2 Shut down all services on the server. For details, see “Shutdown services
on Contact Center Manager Server” on page 2583.
3 Close all windows and exit all applications.

6 Click Change.
appears.
7 Click Next.
Result: A window appears showing the three Contact Center Manager
Server components.

8 Select the Sybase Software component, and then select This feature will
not be available.
9 Click Next.
Result: A window appears showing that the system is ready to modify the
program.
10 Click Begin.
Result: A progress indicator appears.
11 When the uninstallation is complete, click Close to exit the Add or Remove
Programs window, and restart the server computer.
Note: Do not bypass this restart or you may encounter problems with the
remaining steps in this procedure.
13 Check to ensure that the D:\Sybase directory was removed. If not, delete
the directory and its contents.
14 Close Windows Explorer.
Result: Sybase is now uninstalled.

Reinstall the database software
You can reinstall the server software only on a server that was installed properly.
For example, if you have a working server that suddenly has problems in the
database software, you can try to uninstall and then reinstall the database
software.
ATTENTION
If License Manager does not start after reinstall, uninstall
and reinstall License Manager. For more information, see
“Licensing” on page 53.
You cannot downgrade features (that is, remove features or reduce the number
of purchased agents) with this procedure.
For more information about reinstalling the database software, see the following
section in Chapter 12, “Restore data.” and “Recovery (reinstallation) of Sybase
ASE 12.5 and database software” on page 2421

Uninstall License Manger
Use this procedure to uninstall the License Manager. The procedure consists of
Remove each SUS from last to first in Patch Manager
Remove SU in Patch Manager
Remove License Manager in Add or Remove Programs
ATTENTION
If License Manager is removed, all Contact Center servers
enter the license grace period. A new License Manager will
be required for servers to continue to operate after grace
period ends. Contact Nortel Technical Support for further
assistance.
For information about reinstalling License Manager, see “Install License

Manager” on page 68.

1 Log on to the Contact Center Manager Server as Administrator.
appears.

3 Click OK.




are shut down, click Accept on the Server Status Log to exit the utility and
close the Server Status window.
5 Log onto the server where License Manager is installed as Administrator.
6 Proceed to “Remove SU in Patch Manager” on page 2468.

License Manager > Patch Viewer.

instructions.


Attention: Uninstall SU and SUS in last to first order.
window appears.
8 Repeat steps 6 and 7 until all SU and SUS are removed.
10 Proceed to “Remove License Manager in Add or Remove Programs” on
page 2469.
Remove License Manager in Add or Remove Programs

Programs.
2 Select License Manager.
3 Click Remove.
4 Click Yes.
Result: The License Manager window appears, displaying the progress of
the uninstallation.
5 Verify that License Manager does not appear in this window.

Uninstall Server Utility
Use this procedure to uninstall the Server Utility. The procedure consists of
Remove Server Utility in Add or Remove Programs
For information about reinstalling Server Utility, see Step 2. “Install the Server
Removing each SUS from last to first in Patch Manager

appears.

3 Click OK.




are shut down, click Accept on the Server Status Log to exit the utility and
close the Server Status window.
5 Log onto the server where License Manager is installed as Administrator.
6 Proceed to “Remove SU in Patch Manager” on page 2468.

Server Utility > Patch Manager.

instructions.


Attention: Uninstall SU and SUS in last to first order.
window appears.
8 Repeat steps 6 and 7 until all SU and SUS are removed.
10 Proceed to “Remove Server Utility in Add or Remove Programs” on page
2473.
Remove Server Utility in Add or Remove Programs

Programs.
2 Select Server Utility.
3 Click Remove.
4 Click Yes.
Result: The Server Utility window appears, displaying the progress of the
uninstallation.
5 Verify that Server Utility does not appear in this window.


Chapter 15
Install and configure Real-Time

Statistics Multicast
In this chapter
Overview 2476
Install Real-Time Statistics Multicast 2477
Modify Real-Time Statistics Multicast settings 2479
Test the Real-Time Statistics Multicast service 2488

Install and configure Real-Time Statistics Multicast Standard 6.14
Overview
You can begin using the RSM service with the default RSM settings, or you can
modify RSM settings to conform to the requirements of your RSM-dependent
applications.
ATTENTION
RSM compression is supported on Contact Center Manager
Server, but it is not supported with Contact Center Manager
Administration. If RSM compression is configured on
Contact Center Manager Server, Contact Center Manager
Administration Real-Time Displays do not work.

January 2008 Install and configure Real-Time Statistics Multicast
Install Real-Time Statistics Multicast
RSM is installed during the Contact Center Manager Server installation. The
installation process checks to ensure you have the correct license file for RSM,
and then installs the required RSM files on the server. When you install RSM,
you must provide the IP multicasting address that you want to use to transmit
RSM data. The default port numbers and multicast rates for real-time statistics
are set automatically.
Installation
During the installation, you are prompted to enter the IP multicast address that
you want RSM to use to send real-time statistical data.
The RSM IP Address window appears whenever RSM is detected during any
one of the following scenarios:
an initial installation of Contact Center Manager Server

an upgrade or reinstallation of Contact Center Manager Server
ATTENTION
239.255.255.255 range. The default is 230.0.0.1. Check
with your network administrator for acceptable IP multicast
For more information about installing the RSM feature in Contact Center
Manager Server, see “Installing the server software” on page 118.
After completing the installation, you can perform the following tasks:
Use the mRcv.exe utility to verify that the RSM service is sending data to
the appropriate ports. See “Starting the mRcv application” on page 2490 for
more information.
Accept the default RSM settings provided by the Contact Center Manager
Server installation, and begin using the RSM service.
Modify the default settings to values recommended by your RSM-
dependent applications. See “Modify the Real-Time Statistics Multicast
service” on page 2480 for more information.

Modify Real-Time Statistics Multicast settings
After installing the optional Real-Time Statistics Multicast (RSM) feature, you
can modify the RSM component default settings on each Contact Center
Manager Server to reflect the requirements of your organization. You can
modify the following settings:
the IP multicast address to which each server in Contact Center Manager
Server sends real-time statistics
the ports at which real-time statistics are received
the multicast Time To Live (TTL) value for RSM
the default multicast rate for each port at which real-time statistics are
received
ATTENTION
239.255.255.255 range. The default is 230.0.0.1. Check
with your network administrator for acceptable IP multicast
The TTL value in the ICMP protocol is measured in seconds or hops. For
Contact Center Manager Server, it is measured in hops (for example, the number
of routers).
This section describes how to modify and then enable changes to the RSM
service on a server in Contact Center Manager Server.
The RSM service consists of the configuration and the data propagation
components. RSM settings are configured through the RSM configuration and
multicast control utilities. The RSM statistics are transmitted through the
Statistical Data Propagator (SDP).
When you complete your modifications, you must stop and restart the SDP
service on Contact Center Manager Server. This service must be aware of IP
multicast changes to send the appropriate data.

When you modify multicast rates in the Multicast Configuration utility, you
must open the Multicast Controller utility and click Apply to activate your
changes. See “Modify IP multicast settings on Contact Center Manager Server”
on page 2482 for more information.
Modify the Real-Time Statistics Multicast service

After the RSM component is installed on each server in Contact Center Manager
Server, you can use the following utilities to reconfigure RSM:
RTD Multicast Controller Utility (MulticastCtrl.exe)—Use this utility to
modify settings for those applications that require that real-time statistics be
turned on manually.
The real-time statistics groups that you need to turn on or off vary depending
upon the applications that receive data from the RSM service. Nortel highly
recommends that you review the documentation for each RSM-dependent
application in Contact Center Manager Server before modifying the RSM
settings.
RTD Multicast Configuration Utility (RSMConfg.exe)—Use this utility to
change
the IP multicast address
the Time To Live (TTL) value for the IP multicast data
the IP ports that send the real-time statistics
the multicast rates for the IP ports that send the real-time statistics
Modifying real-time statistics settings for applications that use the

RSM service
The RTD Multicast Controller indicates which statistics are sent and how they
are collected. Some applications that use RSM set this data automatically while
others require manual configuration.
If you need to modify the default settings based on application requirements, or

if you want to customize statistics to be sent to match the needs of your users,
use the RTD Multicast Controller window to select or deselect the appropriate
settings.

1 From the windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Multicast Stream Control.
Result: The RTD Multicast Controller window appears.
2 Click the Moving Window or Interval To Date check boxes, or both, for
each real-time statistics group.
The Communication Server 1000/Meridian 1 PBX switch real-time statistics
groups are:
Skillset
Application
Agent
Nodal
IVR
Route
Compression
The Communication Server 2x00/DMS real-time statistics groups are:
Skillset
Application
Agent
Nodal

Compression
3 Click Apply.
Tip: Click Apply to activate changes to multicast rates made in the
configuration utility. See “Activate modifications to the RSM service in
Contact Center Manager Server” on page 2486 for more information.
4 Click Close.
5 To activate new RSM settings on Contact Center Manager Server (except
the multicast rates), stop and start the Statistical Data Propagator (SDP)
service.
Modify IP multicast settings on Contact Center Manager Server

Perform the following steps to modify the multicast IP settings in Contact
ATTENTION
Nortel highly recommends that you review the
documentation for each RSM-dependent application that
use the RSM service in Contact Center Manager Server
before modifying the RSM IP multicast settings.

Modifying the IP multicast settings in Contact Center Manager

Server
1 From the windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server >Multicast Address and Port Configuration.
Result: The RTD Multicast Configuration window appears.
ATTENTION The IP multicast addresses that support multicasting are

224.0.1.0 through 239.255.255.255, but the IP multicast
addresses between 224.0.0.0 and 224.0.0.255 inclusive are
reserved for routing and topology discovery protocols.
Addresses between 239.0.0.0 and 239.255.255.255 are
reserved for administrative scoping.The IP multicast
addresses that you select for RSM sending and receiving
must be within the 224.0.1.0 and 239.255.255.255 range.
2 In the Multicast IP group box, type the IP multicast address that is

designated as the sending address for IP multicasting in Contact Center
Manager Server.

3 In the IP Port boxes, type the IP port for each statistics group.
ATTENTION If you change the IP port settings, this can cause some
applications that are dependent upon the RSM service to
malfunction.
4 Change the Multicast time to live (TTL) value to a value that is appropriate
for your network.
ATTENTION
If packets are traveling through more than one router to
reach their destination, it is important to change the
Multicast time to live (TTL) value to a value that is
appropriate for your network and the number of routers that
you use. If the TTL value is set too low and the packets go
through many routers, the real-time multicast statistics
cannot reach your application.
5 To increase or decrease the default multicast rate, enter a new rate in

milliseconds for each port in the Multicast Rate boxes.
ATTENTION
If you change the Multicast Rate for any display in RTD
Multicast Configuration, it cannot produce the refresh rate
changes that you anticipate. Refresh rates depend on the
settings in other applications, as well as those set in the
configuration window. The minimum refresh rate for RSM is
5000 ms (5 seconds). In addition, certain applications
require a specific multicast rate. Before changing a multicast
rate, check the documentation for each application to verify
that all applications that receive RSM data are not affected
by the change.
Note: If you enter 0 in the Multicast Rate box, you disable the statistic.
Tip: If you made an error in modifying the multicast IP group, TTL, IP ports,
or the multicast rates for each port, you can restore the original values by
clicking Registry Value or Default Value. Note that if you modify any of
these values and click OK or Apply, the appropriate registries are updated
with your changes. If you click Registry Value after the modifications are
saved to the registry, it has no effect.

Click Registry Value before you click Apply to retrieve the values stored
in the registries. Use this option if you want to cancel a change without
having to remember and retype the original values.
Click Default Value to restore the values that are set when Contact
Center Manager Server is installed. Use this option if you save changes
to the registry that caused RSM-dependent applications to malfunction,
and you want to begin again with the default RSM configuration.
6 Click OK.
7 To activate new multicast rate settings on Contact Center Manager Server,
you must open the configuration utility and click Apply. See “Activate
modifications to the RSM service in Contact Center Manager Server” for
more information.
Activating a multicast rate modification

When you change a multicast rate in the configuration utility, you modify only
the default value, not the current transmission rate. RSM continues to transmit
data at the current rate until you open the Controller utility and click Apply.
1 From the Start menu, choose Programs > Windows Explorer.
2 Navigate to the folder in which the RSM component is installed:
D:\Nortel\iccm\bin
3 Double-click MulticastCtrl.exe.
Result: The RTD Multicast Controller window appears.
4 Click Apply.
5 Click Close.
6 To activate new RSM settings on Contact Center Manager Server except
multicast rates), stop and start the Statistical Data Propagator (SDP)
service.
Result: The new multicast rates are retrieved from the appropriate registry,
and RSM begins transmitting at the new rate.

Activate modifications to the RSM service in Contact Center Manager

Server
When you modify the RSM service multicast IP group, TTL, and IP port
settings, you must activate the new values on Contact Center Manager Server by
stopping and starting the Statistical Data Propagator (SDP) service.
Activating the Contact Center Manager Server settings

1 From the Start menu, choose Control Panel.
2 Click Services.
3 From the list of services, select SDP_Service.
4 Click Stop.
5 Click Start.
6 Click Close.
Tip: If you have problems stopping and starting the SDP_Service, you can
temporarily disable SDP_Service to stop it. After stopping, reset the service
to start automatically, and then restart the service.
a. Click SDP_Service in the Services window.
b. Click Startup.
c. Click Disabled.
Result: The SDP_Service is disabled.
d. Click OK to return to the Services window.
e. With SDP_Service selected, click Stop.
Result: The SDP_Service is stopped.
f. Click Startup again.
g. Click Automatic.
Result: The SDP_Service is set to automatically start when the system
starts.

h. Click OK to return to the Services window.

i. With SDP_Service selected, click Start to restart the service.
j. Click Close.

Test the Real-Time Statistics Multicast service
After you install RSM on a Contact Center Manager Server or modified RSM
and restarted SDP_Service, you can use the Multicast Receive utility
(mRcv.exe) to test the RSM service. mRcv.exe displays statistical information
according to the settings specified in a configuration file called mRcv.ini.
Configure the Multicast Receive utility

The mRcv.exe utility tests the RSM service send capabilities one port at a time.
You can specify which IP address and port the utility monitors in the [MCast]
section of the mRcv.ini file.
Modifying the mRcv.ini file

<drive>:\Nortel\iccm\bin
3 Use a text editor to open mRcv.ini.

4 Modify the IP address or the port number, or both.
Note: The port numbers listed within the section bordered by pound (#)
symbols in the .ini file are for reference only and list all of the acceptable
port numbers that you can use in your test. See “Sample mRcv.ini file” on
page 2489 for an example of the information in a standard mRcv.ini file.
For example, if you want to test receipt of Skillset - Interval to date data
using mRcv.exe, check the port number for Skillset - Interval to date in the
.ini file, and then change the Port= setting in the [MCast] section to that port
number. If Skillset - Interval to date = 6040 in the .ini file, the [MCast]
section of the .ini file must be modified as follows:
[MCast]
IP=234.5.6.7
Port=6040
ATTENTION
The IP= value must match your IP multicast address.

5 Save the mRcv.ini file. After setting the parameters for your test, you can
start mRcv.exe to begin the test. See “Starting the mRcv application” on
page 2490 for more information.
Sample mRcv.ini file

The following sample is the default mRcv.ini file provided by the Contact
Center Manager Server installation. If you run the mRcv.exe utility using this
.ini file, it displays Skillset - Moving window data sent by RSM, based on the
settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port =
6050).
The list of port numbers in the mRcv.ini file is for reference only, and each line
is “commented out” with the pound (#) symbol. You can use these port numbers
as an easy-to-access list of valid ports that are used in the system to display data.
The only portion of the .ini file that can be modified is the [MCast] section at the
bottom of the file.
#######################################################
# mRcv.ini file
#
# Valid port numbers are:
# Application - Interval to date = 6020
# Application - Moving window = 6030
# Skillset - Interval to date = 6040
# Skillset - Moving window = 6050
# Agent - Interval to date = 6060
# Agent - Moving window = 6070
# Nodal - Interval to date = 6080
# Nodal - Moving window = 6090
# IVR - Interval to date = 6100
# IVR - Moving window = 6110
# Route - Interval to date = 6120
# Route - Moving window = 6130
#######################################################
[MCast]
IP = 234.5.6.7
Port = 6050

Starting the mRcv application

<drive>:\Nortel\iccm\bin
3 Double-click mRcv.exe. The mRcv.exe utility appears in a console window

displaying data from the port and IP address that you specified in the
mRcv.ini file.
Note: The mRcv.exe utility displays all data received on the selected port,
including data that is not recognizable by RSM. All non-RSM data is
identified as “Not recognized by RSM.”

Chapter 16
Manage security
In this chapter
Password guidelines 2492
Change the NGenDist, NGenDesign, or NGenSys passwords 2493
Protect pcAnywhere settings 2497
Check server events for suspicious activity 2499
Configure Data Execution Prevention 2500
Use Security Configuration Wizard and enabling Windows Firewall 2503
Activate the Nortel Contact Center Security Template 2533

Manage security Standard 6.14
Password guidelines
This section provides guidelines for selecting passwords for Contact Center
Manager 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 (they must contain at least one number)
a minimum of six characters
not nouns
Example
xyd45fst
When to change 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 server software is reinstalled (the default accounts and passwords are
recreated, so passwords must be changed)
If you require support from Nortel or your distributor, you must tell them the
new passwords.

January 2008 Manage security
Change the NGenDist, NGenDesign, or

NGenSys passwords
Assign new passwords


NGenSys
NGenDist
NGenDesign
ATTENTION


Management.
6 Click Proceed.
Password box.

9 Click OK.
10 Click OK
server.
procedure.
ATTENTION

service
2 Click Services.

6 Click OK.
ATTENTION
manage the server.
Password security

Protect pcAnywhere settings
This section describes how to create a password to protect the pcAnywhere

settings on the server.
ATTENTION
If you select the option Required to modify properties, you
must enter the password each time a setting is changed.
Record the password and keep a copy of it in a safe place. If
you forget the password, you cannot change any settings.
Adding a password to protect pcAnywhere settings

2 From the Start menu, choose Programs > Symantec pcAnywhere.
Result: pcAnywhere starts.
3 If necessary, select Be a Host PC.
4 Click Network.
Note: Do not double-click the icon or you begin a pcAnywhere session.
5 From the File menu, choose Properties.
Result: The pcAnywhere HOST Properties window appears.

6 Click the Protect Item tab.

Result: The following property page appears.
7 In the Password box, type a password that protects the pcAnywhere

network settings.
9 Check the appropriate check boxes for the level of security you desire.
10 Click Apply to save the changes.
11 Click OK.
ATTENTION
manage the server.

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 in the Server Utility 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. If the
severity is Information, the event does not appear in the Alarm Monitor.

Configure Data Execution Prevention
Windows Server 2003 with the latest supported service pack contains security
enhancements that impact Contact Center Manager Administration.
Data Execution Prevention (DEP) is a set of hardware and software technologies

that perform additional checks on memory to protect against malicious code
exploitation. In the latest supported service pack for Windows Server 2003, DEP
is enforced by both hardware and software.
For Contact Center Manager Administration to function correctly, you must

change the default DEP settings to be turned on for essential Windows programs
and services only.
Configuring Data Execution Prevention (DEP) on Contact Center

Nortel recommends that you perform this procedure before you install Contact


2 Click Start > Control Panel > System.

4 In the Performance section of the window, click Settings.
Result: The Performance Options window appears.

5 In the Performance Options window, click the Data Execution

Prevention tab.
Result: The Data Execution Prevention tab appears.
6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
Result: A warning window appears notifying that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties window reappears.
9 Click OK to exit the System Properties window.
10 Restart the server to activate the change to the Data Execution Prevention
settings.

Use Security Configuration Wizard and

enabling Windows Firewall
Windows Server 2003 with the latest supported service pack contains new
security enhancements that impact Contact Center Manager Administration.
Security Configuration Wizard allows you to configure server security
based on existing server roles. The wizard identifies and stops services
which are not required to perform existing server roles, reducing Windows
2003 exposure to attack.
Windows Firewall is the successor to Internet Connection Firewall.
Windows Firewall is a host (or software) firewall around each client and
server in the network. You must ensure that Windows Firewall is enabled
so that it can protect your network systems.
Nortel recommends that you install and run the Security Configuration Wizard
on the Contact Center Manager Administration server after Contact Center
Manager Administration is successfully installed and configured (including the
required multicast and unicast configurations).
Ensuring Security Configuration Wizard is installed on your server

Depending on your version of the service pack for Windows 2003, the Security
Configuration Wizard can or cannot be installed by default on the operating
system. Perform the following procedure to ensure Security Configuration
Wizard is installed.
Result: The Add or Remove programs window appears.
3 In the list of components, find Security Configuration Wizard.

4 If the check box next to Security Configuration Wizard is selected, then

Security Configuration Wizard is installed, and you can proceed to “Using
Security Configuration Wizard to secure the server” on page 2504. If the
check box next to Security Configuration Wizard is not selected, proceed to
step 5.
5 In the list of components, select Security Configuration Wizard.
6 Click Next.
Result: The Configuring Components window appears, followed by the
Completing the Windows Components Wizard.
7 Click Finish.
Using Security Configuration Wizard to secure the server

2 Click Start > Administrative Tools > Security Configuration Wizard.

Note: Security Configuration Wizard is not installed by default in all

versions of Windows service packs. To install the Security Configuration
Wizard, see “Ensuring Security Configuration Wizard is installed on your
Result: The Welcome to Security Configuration Wizard window appears.

3 Click Next.
Result: The Configuration Action window appears.
4 Select Create a new security policy.

5 Click Next.
Result: The Select Server window appears.
6 In the Server field, ensure your local computer name is selected.

7 Click Next.
Result: A progress bar appears indicating that the system is processing.

8 When processing is complete, click Next.

Result: The Role-Based Server Configuration window appears.

9 Click Next.
Result: The Select Server Roles window appears.
10 In the list of installed roles, select the File server role.

11 Click Next.
Result: The Select Client Features window appears.

12 Click Next.
Result: The Select Administration and Other Options window appears.
13 In the list of installed options, ensure the following options are selected:
Print
Task Scheduler
14 Click Next.
Result: The Select Additional Services window appears.
15 In the list of additional services that the selected server requires, ensure the
following services are selected:
CC License Manager
CC Replication Service
CCMS ASM_Service
CCMS Audit_Service
CCMS Control Service
CCMS DBNotifier_Service
CCMS EB_Service

CCMS ES_Service
CCMS HDC_Service
CCMS HDM_Service
CCMS Host Application Integration
CCMS IS_Service
CCMS MAS Backup/Restore
CCMS MAS Configuration Manager
CCMS MAS Event Scheduler
CCMS MAS Fault Manager
CCMS MAS LinkHandler Port #2
CCMS MAS OM Server
CCMS MAS Security
CCMS MAS Daemon
CCMS MAS Service Manager
CCMS MAS Time Service
CCMS MLSM_Service
CCMS NBMSM_Service (This service is not selected by default. Select
it if integration with Contact Center Multimedia 6.0 application is
enabled.)
CCMS NBNM_Service
CCMS NBTSM_Service
CCMS NDLOAM_Service
CCMS NITSM_Service
CCMS OAM_Service
CCMS OAMCMF_Service (This service is deselected by default. Select
it if Integration for Contact Center Multimedia 6.0 application is
enabled.)
CCMS RDC_Service
CCMS RSM_Service
CCMS SDMCA_Service

CCMS SDP_Service
CCMS SIP_Service (This service is deselected by default. Select it if
integration with SIP application is enabled.)
CCMS TFA_Service
CCMS TFABRIDGE_Service
CCMS TFE Bridge Connector
CCMS TFE_Service
CCMS UNE_Service (This service is deselected by default. Select it if
integration with Universal Networking application is enabled.)
CCMS VSM_Service
pcAnywhere Host Service (This service exists if pcAnywhere is
installed.)
Sybase BCKServer_<computername>_BS
Sybase MONServer_<computername>_MS
Sybase SQLServer_<computername>
Sybase SPServer_<computername>_XP
SybProtect
TAO NT Naming Service

16 Click Next.
Result: The Handling Unspecified Services window appears.

17 Click Next.
Result: The Confirm Service Changes window appears.

18 Click Next.
Result: The Network Security window appears.
19 On the Network Security window, ensure that the check box next to Skip
this section is cleared.

20 Click Next.
Result: The Open Ports and Approve Applications window appears.
21 In the list of ports that the selected server requires, ensure the following
ports are selected:
Port 135 (RPC endpoint mapper/DCOM)
Port 137 (NetBIOS name service)
Port 139 (NetBIOS session service)
Port 161 (SNMP) (if customer SNMP NMS is connected to monitor
CCMS SNMP traps)
Port 161 (SNMP Traps) (if customer SNMP NMS is connected to
monitor CCMS SNMP traps)
Port 445 (SMB)
Port 3389 (Remote Desktop Protocol) (if Remote Desktop Connection is
used as a remote access connection tool)
Ports used by CCMS ASM_Service
Ports used by CCMS Audit_Service
Ports used by Sybase BCKServer_<computername>_BS

Ports used by CCMS Control Service (This cannot be selected as the

default.)
Ports used by CCMS TFABRIDGE_Service
Ports used by CCMS TFA_Service
Ports used by CCMS MLSM_Service
Ports used by Sybase MONServer_<computername>_MS (This cannot
be selected as the default.)
Ports used by CCMS MAS LinkHandler Port #2
Ports used by CCMS MAS Backup/Restore
Ports used by CCMS MAS Configuration
Ports used by CCMS MAS Fault Manager
Ports used by CCMS NBNM_Service
Ports used by CCMS MAS OM Server
Ports used by CCMS MAS Event Scheduler
Ports used by CCMS MAS Service Daemon (This cannot be selected as
the default)
Ports used by CCMS MAS Service Manager (This cannot be selected
as the default.)
Ports used by CCMS MAS Security
Ports used by CCMS MAS Time Service (This cannot be selected as
the default.)
Ports used by CCMS NBTSM_Service (This cannot be selected as the
default.)
Ports used by CCMS DBNotifier_Service
Ports used by CCMS SDP_Service
Ports used by CCMS EB_Service
Ports used by CCMS ES_Service
Ports used by CCMS Host Application Integration
Ports used by CCMS HDC_Service
Ports used by CCMS HDM_Service

Ports used by CCMS IS_service

Ports used by CCMS NDLOAM_Service (This cannot be selected as the
default.)
Ports used by CCMS OAM_Service
Ports used by CCMS RDC_Service
Ports used by CC Replication Service (This cannot be selected as the
default if Replication service is not configured and enabled prior to
running SCW.)
Ports used by CCMS RSM_Service
Ports used by CCMS SDMCA_Service
Ports used by CCMS TFE_Service
Ports used by CCMS TFE Bridge Connector
Ports used by CCMS NITSM_Service
Ports used by pcAnywhere Host Service
Ports used by TAO NT Naming Service
Ports used by CC License Manager
Ports used by SybProtect
Ports used by System RPC application
Ports used by VSM_Service
Ports used by Sybase XPServer_<computername>_XP

22 Click Next.
Result: The Confirm Port Configuration window appears.

23 Click Next.
Result: The Registry Settings window appears.
24 On the Registry Settings window, ensure that the check box next to Skip
this section is cleared.

25 Click Next.
Result: The Require SMB Security Signature window appears.

26 Click Next.
Result: The Outbound Authentication Methods windows appears.

27 Click Next.
Result: The Inbound Authentication Methods window appears.

28 Click Next.
Result: The Registry Settings Summary window appears.

29 Click Next.
Result: The Audit Policy window appears.
30 On the Audit Policy window, ensure that the check box next to Skip this
section is cleared.

31 Click Next.
Result: The System Audit Policy window appears.

32 Click Next.
Result: The Audit Policy Summary window appears.

33 Click Next.
Result: The Save Security Policy window appears.

34 Click Next.
Result: The Security Policy File name window appears.
35 In the Security policy file name field, append a file name to the default
policy directory (for example, CCMS 6.0 SCW Policy).
36 Type a short description in the Description box.
37 Click Next.
Result: The Security Configuration Wizard Warning window appears
warning that you must reboot the server after applying the policy.

38 Click OK.
Result: The Apply Security Policy window appears.
39 Select Apply now.

40 Click Next.
Result: Security Configuration Wizard applies the security policy.

41 When the progress bar shows Application complete, click Next.

Result: The Completing the Security Configuration Wizard window
appears.
42 Click Finish.
43 Restart your server to activate the new security policy.
Additional Windows Firewall manual exceptions

Security Configuration Wizard configures Windows Firewall by scanning all
currently running services and acquired ports. Some Contact Center Manager
utilities (for example, TraceControl utility) do not run at all times and therefore,
cannot be added to the Windows Firewall when you run Security Configuration
Wizard. Nortel recommends that you manually add the program to the Windows
Firewall exception list if you are prompted when you launch the program.

Activate the Nortel Contact Center Security

Template
Nortel Contact Center 6.0 is provides a set of predefined Windows Server 2003
Security Templates that you can deploy 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 Manager
Server is located. You can deploy the Security Template either before or after
you install the server software.
If you activate the Nortel Contact Center Security Template locally (on the
server on which you installed Contact Center Manager Server), you must select
the applicable Security Template for the Nortel Contact Center application
server and download the selected template from the Meridian 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.
For more information about activating and deactivating the template, see the
Nortel Contact Center 6.0 Security Templates User Guide located on the Partner
Information Web site.
Deploying the Nortel Contact Center Security Template

2 On the 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 window, right-click Security Configuration and Analysis.

10 Click Open Database.

11 In the File Name box, enter a new database name. For example CCMS 6.0
Security Template.
12 Click Open.
Result: The Import Template window appears.
13 Select CCMS Security Template.inf, and then click Open.

14 On the Console window, right-click Security Configuration and Analysis.

15 Click Analyze Computer Now.

Result: The Perform Analysis window appears.
Note: 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.
16 Click OK.
17 Right-click Security Configuration and Analysis, and then choose Configure
Computer Now...
Result: The Configure System window appears.
Note: 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
18 Click OK.
19 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, expand the domain or OU where 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.

Chapter 17
Use server features
In this chapter
Overview 2540
Computer name change 2542
Database Expansion utility 2546
Database Restore 2554
Migration 2560
Database backup 2564
Registry Maintenance 2567
Server Setup Configuration 2568
Shutdown services on Contact Center Manager Server 2583
Start up Contact Center Manager Server 2586
Contact Center Manager Server System Monitor 2587

Use server features Standard 6.14
Overview
Contact Center Manager Server utilities are automatically installed when you
install Contact Center Manager Server. Use these utilities to perform system
operations not available on the Contact Center Manager Server client.
You can access the server utilities from the Windows Start menu by choosing
All Programs > Nortel Contact Center > Manager Server.
ATTENTION
Utility name and function overview

The following table lists the utility names and functions.
Utility name Function
Computer Name Sync Update the computer name in the Contact Center
Manager Server database.
Configuration (Nbconfig) Add and modify site information for a Contact Center
Manager Server network.
Database Expansion Utility Expand the size of your Contact Center Manager Server
database.
Database Restore Restore the database from a backup tape or a remote
directory.
Feature Report View and modify switch parameters. It also enables you
to view other system information and a list of installed
features.
Migration Obtain system information in preparation for restoring a

full system or migrating to another hardware platform.

January 2008 Use server features
Utility name Function
Network DB Backup Path Select whether to back up your database to a remote

directory on a network computer, or to a tape.
Patch Manager View the list of Product Enhancement Packages (PEPs)
and Service Update packs that you install on Contact
Registry Maintenance Perform a registry comparison. This utility enables you to

check for any corruption or changes in the registry.
Server Setup Configuration Enter your server setup configuration settings after you
install the server software.
Shutdown/Startup (separate Shuts down and starts up certain Contact Center Manager
utilities) Server services. Required for some maintenance and
troubleshooting activities.
System Information Shows particulars about the Contact Center Manager
Server system, such as names, IP addresses, and system
numbers.
System Monitor View the current status of all the Contact Center Manager
Server services.

Computer name change
If you change the computer name after installing the Contact Center Manager
Server, use this utility to synchronize the Contact Center Manager Server name
and the current computer name. This utility also verifies if the DNS Host Name
matches the new computer name and notifies you if the two names are different.
Also, this utility changes the database name to match the new computer name.
To change the computer names in a warm standby configuration, you need to

remove the active and standby servers from a warm standby mode, change the
computer names, and then reactivate the warm standby mode.
If you synchronize the computer name, you also need to configure Contact
Center Manager Administration by running the ChngSrvrSOAP utility. See the
Contact Center Manager Administration Guide for more details.
Computer name restrictions

The new computer name must be a single word without spaces, 6 to 15
characters in length. Letters and numbers are allowed. Spaces, hyphens, and
underscores are not allowed.
Changing the computer name

To change the computer name, you must first change the name on the operating
system, and then use the Computer Name Sync utility to synchronize the new
computer name with the Contact Center Manager Server name.


Manager Server > Computer Name Sync.
Result: The Contact Center Manager Server Computer Name
Synchronization Utility window appears.
3 Click OK.

4 Click OK.
6 Log on to Contact Center Manager Server as Administrator.
Result: The utility compares the computer name with the database server
name. If the names do not match, then the following message appears.
8 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the computer name with the database server name.
When the process is finished, the following message appears.

9 Click OK.
10 Click OK.
Updating the Host file

Many Contact Center Manager Administration sites add the Contact Center
Manager Server computer name to the Hosts file (this allows certain sites to
work-around name resolution issues). The Host file is not auto-corrected when
you change the Contact Center Manager Server computer name, leaving an
invalid entry in the Hosts file. Therefore, you must correct the host file entry to
work-around name resolution issues in Contact Center Manager Administration.
1 Navigate to ..Windows\system32\drivers\etc.
2 Open the Host file with a text editor such as Notepad.
3 Edit the IP address and host name.
4 Save the Hosts file.

Database Expansion utility
Use the Database Expansion utility to expand the size of your Contact Center
Manager Server database by:
expanding it into a new partition
expanding it into additional space on an enlarged partition following an
upgrade or platform migration
You can also use the Database Expansion utility to reserve new partitions for
non-database use.
Before you begin

Ensure that you create a Platform Recovery Disk and back up the database.
If there is a hardware problem with an added partition or a segmentation

problem in the database, a database expansion fails, and you cannot recover your
system without a Platform Recovery Disk and a database backup.
For more information about creating a Platform Recovery Disk and a database
backup, see Chapter 11, “Back up data.”
Expanding the database into a new partition

If you create a new partition on your server for database use, you must use the
Database Expansion utility to expand the database into that partition. When you
run the Database Expansion utility, it automatically detects any usable new
partitions that are not already in use. When it detects usable new partitions, the
utility assumes that you want to expand your database into them.
The utility automatically selects a partition for expansion if:

it is not currently used for a database
it is formatted as NTFS
it contains at least 2.1 GB of free space

In the following example, a new partition for the server database is created and
labeled G. This procedure explains how to use the Database Expansion utility to
expand the database into the new G partition.
Expanding the database into a new partition

Manager Server > Database Expansion Utility.
Result: The Database expansion utility window appears.
In this example, the Database expansion utility detected that partition G is

usable for expansion and assumed that you want to use it. The system
assigns the value ADD in the Usage field to the partition G. (It shows the
existing database partition, F, as IN-USE.)
Note: If you added a partition into which you do not want your database to
expand (for example, if you want to reserve a partition for trace files or
third-party full backup images), you must tell the Database expansion utility
not to use this partition. To do this, click the check box beside Custom
select drives for the database expansion, select the partition letter you want
to change from the list, and click “Do Not Create Database.” This marks the
drive letter as unavailable, and the Usage field changes to “---”.
2 To expand the database to partition G, click Apply Changes.
Result: A series of windows appear stating that services are shutting
down.

When the expansion is complete, the following window appears.
3 Click OK.
Result: The Database Expansion utility closes.
Tip: If you want to confirm that your database expanded into your new
partition, restart the Database Expansion utility to check that the new
partition now shows the value IN-USE. In this example, you can see the
following.

4 Restart the Contact Center Manager Server services by choosing Start >
All Programs > Nortel Contact Center > Manager Server > Startup.
5 Create another Platform Recovery Disk. For instructions, see “Create a
Platform Recovery Disk,” on page 2357.
6 Back up the database. For instructions, see Chapter 11, “Back up data.”
Expand the database to make use of a larger partition following an

upgrade or a platform migration
You can expand the database to make use of a larger partition following an
upgrade or a platform migration. This procedure is necessary only when one or
more database partitions on the new server is larger than the original server
database partitions. During an upgrade or a platform migration, database
expansion is not automatic. If you want to expand a partition to take advantage
of extra space, do it manually using this utility.
For example, you complete a platform migration from your original server to a
new server. Your original server has database partitions F, G, and H. Your new
server also has database partitions F, G, and H. However, the H partition on your
new server is 8 GB and the H partition on the original server is only 4 GB. To
use the additional 4 GB on the new server H partition, you must use the
Database Expansion utility to expand the H partition.
The following procedure explains how to expand the H partition in this example.

Expanding the database to make use of a larger partition during

upgrade or platform migration
1 From the Start menu, choose All Programs > Nortel Contact Center
Manager > Database Expansion Utility.
Result: The Database expansion utility window appears. Note that the H
partition shows over 4 GB of free space.
2 Click the check box beside Custom select drives for the database
expansion.
3 From the list, select the drive you want to expand (in this case, H).
4 Click Expand Database.
Result: The Usage field for the selected drive changes to EXPAND.

5 To expand the database into drive H, click Apply Changes.

Result: A series of windows appear stating that services are shutting
down.
When the expansion is complete, the following window appears.
6 Click OK.
Result: The Database Expansion utility closes.
Tip: If you want to confirm that your database expanded to use the larger
partition, restart the Database Expansion utility to check that the new
partition shows the value IN-USE, and that the amount of free space
reduced accordingly. In this example, you can see the following.

7 Restart the Contact Center Manager Server services by choosing Start >
All Programs > Nortel Contact Center > Manager Server > Startup.
8 Create another Platform Recovery Disk. For instructions, see “Create a
Platform Recovery Disk,” on page 2357.
9 Back up the database. For instructions, see Chapter 11, “Back up data.”
Usage column entry meanings

Each line in the Usage column displays one of the following entries.
Usage entry Meaning
IN-USE The drive is currently in use for the database.
EXPAND The drive is currently in use, but you indicate that you want to
expand the database to take advantage of more disk space.
This entry is necessary only when performing an upgrade or a
platform migration, and one or more database partitions on the
new server is larger than the original database partition.
During an upgrade or a platform migration, database
expansion is not automatic. If you want to expand the database
to take advantage of extra space, do it manually using this
utility.

Usage entry Meaning
ADD The drive is currently not in use, but you want to use it. When
you add a new partition to the server, the system automatically
assigns it the value ADD.
--- The drive is currently not in use because you reserved it for
something other than database use. This drive is not selected
for database expansion, but you can select it if it:
contains at least 2.1 GB of free space
is formatted as NTFS

Database Restore
Use the Database Restore utility to restore a corrupted database or to restore a

database as part of a migration or upgrade procedure. You can restore your
database from either:
a tape in a local tape drive
You must back up your database to the same location from which you want to
restore it.
For detailed instructions to set up both options, see “Set up remote directory
backups” on page 2372, and “Set up tape backups” on page 2368.
Accessing the Database Restore utility

Manager Server > Database Restore.
2 Perform one of the following tasks based on which method you are using to
restore your backed up files:

If you want to use a Network Disk to restore the database, proceed to

If you want to use a Local Tape Drive to restore the database, proceed
to “Option 2” on page 2558.
Option 1
If you chose Network Disk, the following window appears.
a. Verify the details of the network location, and then click Next.

b. The following window appears.
c. Click Start Restore.

Stage 1
Stage 2

Option 2
If you choose Local Tape Drive, the following window appears.
a. Ensure that the database backup tape is in the tape drive.

b. Click Start Restore.

Stage 1
Stage 2
3 When the restore is complete, click Done.
Checking the restore status

The Database Restore utility creates a log file, named Restore.log, in the path
D:\Nortel\data\backup\RestoreLogs. Use a text editor, like Notepad, to open the
log file and check the status of the restore.

Migration
Use the Migration utility:

after the installation, upgrade, or changes to the server configuration to
import database information from a Platform Recovery Disk. For more
information about creating the Platform Recovery Disk, see “Creating a
Platform Recovery Disk” on page 2357.
to perform a Database Integrity Check on the server database
Accessing the Migration utility

Performing a Database Integrity Check

You can perform a Database Integrity Check to repair the database allocation
map and the index allocation map in your database. This process can take
several hours, depending on the size and state of your database, and the speed of
your server. This procedure automatically takes the server offline during the
check, so you must plan the timing accordingly.

Performing a database integrity check


4 Click OK.
service running on the server.


Result: A DOS window appears on the screen. Do not close this window.
The database integrity check takes from 1 to 3 hours to complete. You
cannot see any activity on the screen, but notice continuous disk activity.
8 Click OK.
MSG. Contact your Nortel customer support representative if you detect
any database errors. Do not put the server into service if any detected
database errors exist, even though the server seems to operate normally.
If you complete this procedure as part of a server recovery scenario or a platform

migration, return to the chapter that referenced this procedure now. That chapter
tells you what procedure to perform next.

You can use the Migration utility to import database information during
upgrade, migration, and recovery procedures. You can import the information
from a Platform Recovery Disk located either on a floppy disk or in a remote
directory.
1 From the Start menu, click Programs > Contact Center Manager Server
> Migration.
Result: The Platform Migration Utility window appears. The system
defaults to a floppy drive located on drive A.

2 If your Platform Recovery Disk is located on a floppy disk, insert it in the

drive and click Import to import the database information.
Note: If your Platform Recovery Disk is in a remote directory, click Browse
to navigate to the directory. When you select the directory, click Import.
3 The system imports the data and notifies you when the process is
complete.

Database backup
You can use the Network DB (database) Backup Path utility to select whether to
back up your database to a remote directory on a network computer, or to a tape.
If you choose to back up to a remote directory, use this utility to enter the
account information and the path of the remote directory in Contact Center
Manager Server. If you choose to back up to a tape, use this utility to select the
tape option.
If you choose the remote directory option, you must set up the remote directory
and user accounts on the server in Contact Center Manager Server and the
remote computer before using this utility. For more information, see “Set up
remote directory backups” on page 2372.
Starting the Network DB Backup Path utility

Manager Server > Database Backup.

Selecting the tape backup option

For more information about tape backups, see “Set up tape backups” on page
2368.
Manager Server > Network DB Backup.
Result: The Network DB Backup Utility window appears.
3 Click Next.
4 To schedule your backup at a later time, click Cancel, and then see
Section B:“Schedule backups” on page 2387 for instructions to schedule
the backup.
Result: The backup option is set to tape backup.
page 2387.
backup to the tape drive.
Selecting the remote directory backup option

Before you choose this option, you must first complete a series of steps to set up
the connection between the server in Contact Center Manager Server and the
remote directory. For more information, see “Set up remote directory backups”
on page 2372.
Manager Server > Network DB Backup.
Result: The Network DB Backup Utility window appears.
2 In the Network DB Backup Utility window, ensure that Network Disk is
selected.
3 In the Account box, type the User Name that you assigned to the account
4 In the Password box, type the password that you assigned to the account

5 In the Path box, type the network path for the shared directory that you
created on the network computer. Use the following format:
computername\sharename
6 Click Next.
Result: The Start Backup window appears.
7 To start your backup, click Start Backup; otherwise, click Cancel to save
your settings and exit.
Result: Contact Center Manager Server is now set to restore the database
from the remote directory on the network computer.
page 2387.
database backup files to the remote directory.

Registry Maintenance
Use this utility to compare registries between two remote machines, a remote
and a local machine, or two subkeys on the local machine. This utility also has
backup and restore capabilities.
The comparison picks up any difference between the two registry entries, such
as values with the same name but different data, and values or subkeys that exist
in one registry but not on the other. Filtering options are available.
Accessing the Registry Maintenance utility

Manager Server >Registry Maintenance.
Result: The regexam window appears. From this window, you can perform the
following tasks:
Compare the registry on the server PC with the registry on a different
PC.
Compare the structure of the registry with the structure in an input file.
Any differences between the two are noted, including different data and
missing/extra keys/values. The input file is editable, and you can
customize it to have a set or range of accepted values for certain keys
instead of a fixed value.
Write (dump) the structure of the registry starting from a given subkey.
This option is an easy method for generating an initial input file for the
detection option.
Restore an earlier version of the registry.

Server Setup Configuration
Use the Server Setup Configuration utility to:

configure Contact Center Manager Server and the database after perform a
new installation.
enter server configuration data after you reinstall the server software and
perform a platform migration
(if you installed Contact Center Manager Server Service Update SU
CCMS_6.0_SU_02.msi) configure the connection to your voice-processing
system
import server configuration data from a file, or export configuration data to
a file
create a Platform Recovery Disk
enable new features by upgrading your license file

Starting the Server Setup Configuration utility

Result: The Server Setup Configuration Utility window appears, displaying a
series of tabs.
Updating server configuration information

After you successfully install the server software, you can use the Server Setup
Configuration utility to update configuration data that changed. After you update
the information and click OK in any of the tabs, the system:
validates all updated data that you enter and notifies you if it is incorrect
verifies that the Contact Center Manager Server computer name matches
the current database computer name. If the names are different, then the
Server Setup Configuration utility updates the database name to match the
server computer name.

Note: You can also use the Computer Name Sync utility to perform the
same verification and synchronization. For more information about this
utility, see “Computer name change,” on page 2542.
asks if you want to create a Platform Recovery Disk. For more information,
see “Creating a Platform Recovery Disk,” on page 2357.
prompts you to restart the server to register the changed information
You can update configuration information in the following tabs:

Customer Information—Use this tab to change your customer name or
company name.
License Information—Use this tab to enter a new serial number and

keycode when you enable new features on your server. When you click
OK, the system verifies that the numbers are valid, and that they enable
new features.
Note: You cannot enter a number for a version of the software that is lower
than that which you installed.
When you enter a keycode and press OK, the system also validates whether
it matches the serial number, and that the server and switch type
corresponding to the new keycode have not changed from the previous
keycode.

Switch Information—Communication Server 1000/Meridian 1 PBX,

Communication Server 2x00/DMS, or SIP. Use this tab to update switch
information, such as the switch name, IP address, and customer number.
Note: You cannot enter switch information about the Network Control
Center server.

Local Area Network IP—Use this tab to update the Nortel server subnet
IP address and the ELAN subnet IP address (optional) of the server.
Note: If you are update a Network Control Center server, you do not need
an ELAN subnet IP address.

RSM IP Address—Use this tab to update the Real-Time Statistics

Multicast (RSM) IP address of the server.

Site Name—Use this tab to change the site name for Contact Center
Manager Server.

SIP-enabled Contact Center tabs on the Server Setup Configuration

Utility
The following tabs apply to SIP-enabled Contact Centers.
SIP Server—The SIP Server tab allows you to configure the Local SIP Contact
Center Subscriber, the Call ID Prefix, the Local SIP Port, and the destination
SIP Proxy Server.
The SIP subscriber is a Contact Center specialized subscriber configured on the

MCS 5100 (in the case of a Nortel SIP installation). The SIP subscriber provides
the From Address (address in the SIP CTI sessions) and a link-up status during
the initial startup.

SIP Default Media Services—The SIP Default Media Service tab allows you to
configure the Dialog, CSpace, and Announcement Service SIP URIs. It also
allows you to configure the Maximum MAS treatments and the SIP Locale
Setting for the Contact Center Manager Server.
The SIP Media services is a control point for the Media Application Server.
Nortel MAS acts as the termination and origination point for Real-Time
Transport Protocol (RTP) streams between the Customer, Media Treatments,
and eventually, the Agent. The Nortel MAS Install for SIP-CC provides canned
Services which have predefined SIP Addresses:
Conference Service: sip:__sip-conf@mydomain.com
Announcement Service: sip:__sip-annc@mydomain.com
Dialog Service: sip:__sip-dialog@mydomain.com
The services are enabled using keycodes on the MAS.
All Contact Center calls are conferences anchored on this service.

SIP OPI—The Open Programmable Interface (OPI) tab. This tab allows you
connect to the MCS and access its configured data. Each OPI API requires
authentication, and you must fill in the fields for successful authentication of the
application.

SIP Network—The SIP Network tab allows you to configure the SIP-CC
Registration Mode and Server, the Presence Mode and Server, and the SIP CTI
Mode and Server.

Changing the IP address of a Contact Center

Manager 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, when you change the IP address, you must
notify the Contact Center Manager Administration administrator.
Changing the Nortel Subnet server IP address and the ELAN Subnet
IP address
1 Shut down the Contact Center Manager Server services
3 Right-click Network Connections.
4 Right-click the LAN connection, and then click Properties.
5 Select Internet Protocol (TCP/IP), and then click Properties.
6 Enter the new IP address, and then click OK.
8 Click the Local Area Network IP tab.
9 In the IP Address box, enter the new IP address.
10 Click OK.
11 Restart the Contact Center Manager Server server.
Import and export configuration data

You can use the Utilities tab of the Server Setup Configuration utility to import
configuration data from a text file, or to export configuration data to a text file.
The file can be located on a floppy disk, on a drive that you specify on the
server, or in a remote directory.
If you specify a remote directory, you must map to the directory before you
import or export configuration data.

The system defaults to a file called MigInfo.txt located on drive A. The

MigInfo.txt file is the name of the configuration file that the system saves when
you create a Platform Recovery Disk. However, you can specify a different
name for this file, and use the Browse feature to navigate to a different save
location.
Importing configuration data from a file

You can import configuration data when you need to recover your server setup,
or when you need to reinstall the server software. You can import the data from
a text file that you previously exported, or you can import the MigInfo.txt file
that the system saved when you created the Platform Recovery Disk.
1 In the Utilities tab, type the path and name of the file that you want to
import, or click Browse to locate the file.
2 Click Import.
Result: The system imports the configuration data to the tabs in the Server
Setup Configuration utility.
3 Click any tab other than the Utilities tab.

4 Click OK.
Result: The system reconfigures your server setup. After the
reconfiguration, the system prompts you to create a Platform Recovery
Disk.
5 Click OK to create the disk (or click Cancel if you do not want to create the
disk).
6 Restart the server to save your configuration settings.
Exporting configuration data to a file

After configuring your server, you can export its configuration settings to a file
located on a floppy disk, or in a directory located on the server, or on a remote
computer. You can then import this file if you need to recover your server at any
point by using the Import function on the Utilities tab.
1 In the Utilities tab, type the path and name of the file that you want to
export, or click Browse to navigate to the file and save location.
2 Click Export.
Result: The system exports the configuration data to the specified location.
3 After the export is complete, a message box appears informing you that it is
successful.
4 Click OK.


database configuration data in the following four text files:
MigInfo.txt—This file contains all the server setup configuration
information.
dbdvc.txt—This file contains information about the size and location of
your database files.
dbseg.txt—This file contains information about the data and log segments
in your database.
rbackup.txt—This file includes details about the user name, password, and
path used when you back up the database to a remote directory. This
information is entered in the Network DB Backup Path utility.
You can use these files if you need to recover your server. For more information
about creating and using the Platform Recovery Disk, see “Creating a Platform
Recovery Disk,” on page 2357.

Shutdown services on Contact Center

Manager Server
Use this utility to shut down the services on Contact Center Manager Server.
You must shut down services prior to performing some maintenance activities.
Shutting down the Contact Center Manager Server services

appears.

3 Click OK.
Result: The utility shuts down all Contact Center Manager Server services,
and then the Service Status Log window appears. If a service is unable to
shut down, a message appears in the Service Status Log.
Note: You can click Recheck to refresh the status of the services.
4 If any Contact Center Manager Server services are still running, you must
complete the following tasks:
b. Manually shut down the Contact Center Manager Server services.

d. On the Service Status Log, click Recheck to update the status log.

If you cannot shut down the Contact Center Manager Server services,
you can use serman man to set the services to Manual so that when you
restart the server the Contact Center Manager Server services do not
restart.
From the Start menu, choose Run.
Type D:\nortel\iccm\bin\serman man, and then click OK.
Contact Center Manager Server services are set to Manual. When the
server is restarted, the Contact Center Manager Server services do not
start automatically.
If you type D:\nortel\iccm\bin\serman auto, and then click OK, you
can change the services back to Automatic.
click Accept to exit the utility and close the Server Status Log window.

Start up Contact Center Manager Server
Follow the procedure in this section to start up the Contact Center Manager
Server services.
Starting up the server

Manager Server > Startup.
appears.
2 Click OK.
Result: After all services start, the Startup Complete window appears.
3 Click OK.

Contact Center Manager Server System

Monitor
You can use the System Monitor utility to view the current status of all Contact
Center Manager Server services.
Starting the System Monitor utility

To start this utility, you must use the Windows Start menu.
From the Windows Start menu, choose Programs > Contact Center Manager
Server > System Monitor.
Result: The SMonW window appears.
Some services take a few minutes to become active. When a service runs
properly on Contact Center Manager Server, the SMonW window shows the
status as UP.
If the services need to be reactivated or refreshed, click Refresh All. To refresh

individual services, click the appropriate button.
For more information about the SMonW window, see Section B:“Contact


part 5
Appendixes

Standard 6.14

Appendix A
Install the Internationalization

Framework
In this appendix
Overview 2592
Checklist 2593
Configuring Windows 2594
Server patches 2596

Install the Internationalization Framework Standard 6.14
Overview
Contact Center Manager Server Release 6.0 provides a base internationalization

structure that supports installation on non-English operating systems, such as the
Japanese or Traditional Chinese operating system. Additionally, in Release 6.0,
Sybase ASE 12.5 adds database support for non-English character sets, such as
Japanese and Traditional Chinese. As a result, you can now enter and display
call center data in non-English character sets.
For a complete list of available language versions, see the Enterprise Solutions
PEP Library (ESPL) Web site, or contact your distributor.
The Contact Center Manager Server application is not localized for non-English
languages. Therefore, if you use a localized version of Windows, any Windows-
generated text (such as the “OK” button label) is translated, but server-generated
text and messages continue to display in English. Also, you must enter any
server configuration data in English.
This appendix provides instructions to install the Internationalization

Framework feature on Contact Center Manager Server.
Migrating a non-English server

You can perform a platform migration from one internationalized server to
another server that supports the same language if the following conditions apply:
The language version of the Windows Server 2003 operating system and
the regional options are the same on both platforms.
The same language PEP is installed on both platforms.
You cannot perform a platform migration from an internationalized server to a

server that supports a different language.

January 2008 Install the Internationalization Framework
Checklist
This checklist provides an overview of the steps required to install a non-English

version of Contact Center Manager Server.
Installation steps
Step ✔
1 Ensure that the switch is properly configured. See your switch

documentation for instructions.
2 Install the server hardware.
3 Install and configure the appropriate Windows Server 2003 language

version on the server. Ensure you select the correct locale on the Regional
Options window. For more information, see “Configuring Windows” on page
2594.
4 Install the server software and database.
5 Install and configure pcAnywhere 11.5 on the server. Follow the instructions
in Chapter 13, “Configure and uninstall pcAnywhere.”.

Configuring Windows
Contact Center Manager Server supports the following languages:

English
Japanese
Traditional Chinese
(For a more up-to-date list, see the ESPL Web site, or contact your distributor.)
Regional Options
In the Windows Server 2003 Regional Options control panel, choose a locale
that is appropriate to one of the three languages (English, Japanese, and
Traditional Chinese) that Contact Center Manager Server supports.
ATTENTION
Do not modify the Windows Server 2003 Regional Options
control panel setting for Language for non-Unicode
Programs. Result changes the language used by non-
Unicode Programs and is detrimental to Contact Center
Manager Server operation.

January 2008 Install the Internationalization Framework
If you are using this language Choose one of these locales
Traditional Chinese Chinese (Taiwan)

Chinese (Hong Kong)
Chinese (Macau)
Japanese Japanese

Server patches
This section lists the server and client patches required for non-English language
support. (For a more up-to-date list, see the ESPL Web site, or contact your
distributor.)
Server language Service Updates

The following table lists the Service Update you must install for language
internalization.
Language SU required
Traditional Chinese
Japanese

Appendix B
Migrate API applications
In this appendix
Overview 2598
Migrate Host Data Exchange API applications 2599
Migrate Real-Time Data API applications 2602

Migrate API applications Standard 6.14
Overview
The sections in this appendix provide instructions to update the run-time

environment on the open interfaces client if you are running Host Data
Exchange (HDX) or Real-Time Display (RTD) API applications, and are
migrating to Contact Center Manager Server.
If you are running Real-Time Statistics Multicast (RSM), then you do not need
to update the run-time environment when you migrate to Contact Center
Manager Server.
If you are a developer, or if you want to develop a new open interface

application, contact Nortel Developer Support by e-mail at nt4cti@nortel.com.
The following open interfaces in Contact Center Manager Server are backwards
compatibility with existing applications:
RTD
RSM
HDX
MLS

January 2008 Migrate API applications
Migrate Host Data Exchange API applications
You can run an existing application compiled against the Host Data Exchange
(HDX) APIs against a Contact Center Manager Server system without
recompiling.
Migrating the application to Release 6.0

To migrate an application requires that you replace the execution environment
on the PC running the application. You must perform the following two
procedures immediately before migrating your Contact Center Manager Server:
remove the previous execution environment
run the setup for the execution environment
Removing the previous execution environment

There is no uninstall utility provided to remove the installed execution
environment. Instead, you must manually uninstall the execution environment
by following this procedure.

1 Delete the following files located in the installed directory, if the files exist.
The default location is C:\Nortel\Client\En\Bin\.
For Windows Server 2003/2000/XP
nbnmsrvc.exe
nicomsetup.exe
nbcomd.dll
nbdbapi.dll
nbflt.dll
dxprovid.dll
nisysd.dll
nbsm.dll
mtld.dll
mfc40u.dll
nbfltdb.dll
nbcfg.dll
nbss_e.dll
mfc40ud.dll
msvcrt40.dll
mfc40.dll
dx-provid0.dll
2 Remove the path where the execution environment was previously

installed from the Path environment variable.
3 Use the registry editor to delete the following Nortel registry entries, if they
exist:
Key Handle: HKEY_LOCAL_MACHINE
Primary Key: Software\Nortel\Setup\NINAMESERVER

Running the setup for the execution environment

The execution environment SDK is available on the Contact Center Manager
Server Application DVD. Check the Partner Information Center Web site
(www.nortel.com/pic) for more information.
1 From the Contact Center Manager Server DVD, type the destination
directory path.
2 Select HDX.
3 Select either ANSI_MBCS or Unicode.
4 Click Install to install the HDX execution environment.
5 After the installation is complete, exit the installation program and restart
the PC.

Migrate Real-Time Data API applications
An existing application compiled against the Release 1.5, 3.0, 4.0, or 4.2 Real-
Time Display (RTD) APIs can be run against a Contact Center Manager Server
system without recompiling.
Migrating the application to Release 6.0

To migrate an application requires that you replace the execution environment
on the PC running the application. You must perform the following two
procedures immediately before to migrating your Contact Center Manager
Server:
remove the previous execution environment
run the setup for the execution environment
Removing the previous execution environment

There is no uninstall utility provided to remove the installed execution
environment. Instead, you must manually uninstall the execution environment
by following this procedure.

1 Delete the following files located in the installed directory. The default
location is C:\Nortel\Client\En\Bin\.
For Windows Server 2003/2000/XP
nbnmsrvc.exe
nicomsetup.exe
nbcomd.dll
nbdbapi.dll
nbflt.dll
nirtd.dll
nisysd.dll
nbsm.dll
mtld.dll
mfc40u.dll
nbfltdb.dll
nbcfg.dll
nbss_e.dll
nbconfig.exe
msvcrt40.dll
mfc40.dll
nbss.dll
2 Remove the path where the execution environment was previously

installed from the Path environment variable.
3 Use the registry editor to delete the following Nortel registry entries:
Key Handle: HKEY_LOCAL_MACHINE
Primary Key: Software\Nortel\Setup\NINAMESERVER

Running the setup for the execution environment

The execution environment SDK is available on the Contact Center Manager
Server DVD. For more information, see the Partner Information Center Web site
1 From the Contact Center Manager Server DVD, run iccmsdk\setup.exe.
2 In the Install Path box in the Setup window, type the destination directory
path.
3 Select RTD.
4 Select either ANSI_MBCS or Unicode.
5 Click Install to install the RTD execution environment.
6 After the installation is finished, exit the installation program and restart
the PC.

Appendix C
Alarms and events
In this chapter
Overview 2606
Change the Windows EventLog size 2608
Windows Event Viewer 2610
Configure SNMP on the server 2611

Alarms and events Standard 6.14
Overview
You can use two tools to view events that occur on your Contact Center
Manager Server:
the Event Browser on the client (supplied with Contact Center Manager
Server)
the Event Viewer on the server (supplied with the Windows operating
system)
This chapter provides guidelines for viewing events with the Windows Event
Viewer on the server, and describes recommended sizes for the event logs. It
also explains how to configure the Windows Simple Network Management
Protocol (SNMP) on the server.
For details about viewing events through the Event Browser on the client, see
the Contact Center Manager Administrator’s Guide.
Events
Events are log entries that record activities on Contact Center Manager Server,
such as
sending or receiving messages
opening or closing applications
errors
Some events are for information purposes only, while others can indicate
problems. Events are categorized by severity.
Event severity
Events are assigned a default severity of Information, Minor, Major, or Critical.
The Alarm Monitor does not report Information-level events.

January 2008 Alarms and events
Information
These events indicate that something noteworthy happened on the system, but
do not mean that there is a problem. For example, an information-level event can
indicate that a service started or stopped. These events appear in the Event
Browser but not in the Alarm Monitor.
Minor
These events indicate that a non-service-affecting fault condition exists and that
you must take corrective action to prevent a more serious fault. For example, a
minor event is generated when the file system is 90 percent full.
Major
These events indicate that a service-affecting condition developed and an urgent
corrective action is required. The event condition can cause severe degradation
in server performance, and you must restore full capacity. For example, a major
event is generated when the file system is 100 percent full.
Critical
These events indicate that a service-affecting condition occurred and an
immediate corrective action is required. Critical events are reported when a
component is completely out of service and you must take immediate action to
restore it. For example, a critical event is generated when the file system crashes.
Simple Network Management Protocol

Contact Center Manager Server also supports Simple Network Management
Protocol (SNMP) traps. You can use SNMP to send events to a Network
Management System (NMS) on your network.

Change the Windows EventLog size
The Windows EventLog resides on the server and stores a record of all events
that occur on the server. When you install Contact Center Manager Server, the
installation program sets certain default sizes for the various Windows log files.
If you change the size settings, the results affect the entire server.
CAUTION
Risk of data loss

Only qualified technicians can make changes to these
.
settings.
Event wraparound
The EventLog size is fixed. It does not increase in size as new events are added
to the log. When the log is full and a new event is generated, the server removes
the oldest event report in the log and replaces that report with the newest one.
Changing the size of the log files

If you reduce the size of the event logs, the server can store fewer events. If you
increase the size of the event logs, you reduce the amount of available disk space
on the server, which can slow response times for retrieving events from the
Event Browser.
Default event log size

During a Contact Center Manager Server installation, the log settings are set to
the values in the following table.
Log name Size Event log wrapping
Application Log 8192 KB Overwrite events as needed.

System Log 512 KB Overwrite events as needed.

Log name Size Event log wrapping
Security Log 512 KB Overwrite events as needed.
Making changes to the default Application Log size

Application events, such as Contact Center Manager Server events, are stored in
the Application Log. You can adjust the size of the Application Log to suit the
size of your Contact Center. When you change the Application Log size, you
also change the number of Contact Center Manager Server events that are
stored.
Nortel recommends the following size settings for the Application Log:
For a small Contact Center, set the log size to 512 KB.
For a medium-sized Contact Center, set the log size to 6015 KB or greater,
depending on the number of days you want to keep the events.
For a large Contact Center, set the value at 10 048 KB or greater, depending
on the number of days you want to keep events.
Do not change the event log wrapping settings.
For information about how to adjust the size of Windows event logs, see the
documentation supplied with the Windows operating system.

Windows Event Viewer
Most information provided by the Windows Event Viewer on the server is also
accessible through the Event Browser on the server. The following type of
information is not available on the client:
database events (from the Application Log)
MAS debug events (from the Application Log)
When to use
Use the Windows Event Viewer on the server to view information that you
cannot view through the Event Browser on the client. For more information
about the Event Viewer, see the documentation supplied with the Windows
operating system.

Configure SNMP on the server
Windows provides a Simple Network Management Protocol (SNMP) agent,

which runs as a service on Contact Center Manager 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:
Configure the Windows SNMP service on the server (see “Configuring the
Windows SNMP service to forward traps to an NMS” on page 2611).
Select the types of events to be forwarded to the NMS (see “Selecting the
types of events to be forwarded” on page 2613).
Configure the NMS (see “Configure the NMS” on page 2614).
Override event filtering for individual events

When you configure the server, you choose the types of events to be forwarded
to the NMS. For example, you can choose to forward only Unknown and
Critical events. However, you may also be interested in tracking a Minor event,
such as 41553. If you configure the server to forward all Minor events, a
significant amount of traffic is generated on your Nortel server subnet. To avoid
this, but still track event 41553, you can use the Event Preferences feature. This
feature allows you to temporarily assign event 41553 a priority of Critical. After
you do so, the event is automatically forwarded to the NMS.
For detailed instructions, see the Contact Center Manager Administrator’s

Guide.
Configuring the Windows SNMP service to forward traps to an NMS

Services.
3 From the list of Services, select the SNMP Service.

4 Click Action > 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 Click Add to add the IP address of the NMS to which the server sends
traps.
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 the SNMP Trap Service.
13 From the pop-up menu, click Start.
Result: The SNMP Trap Service starts.
Selecting the types of events to be forwarded

1 From the Start menu, choose Programs > Accessories > Windows
Explorer.
2 Browse to the folder D:\Nortel\bin, and double-click SNMPFilterCnfg.exe.
Result: The SNMPFilterCnfg window appears.
3 In the Level of Filtering box, select the types of events that you want to
forward to the NMS. All event types that appear and the type that you select
are also forwarded. For example, if you select Major, then all Unknown,
Critical, and Major events are forwarded.
4 Click OK.

Configure the NMS

After you configure the server, you must configure the NMS to receive and
interpret traps (including identification to the NMS, and the origin and format of
the Contact Center Manager Server traps). To do so, you must load or compile
the Contact Center Manager Server Management Information Block (MIB) files
in the NMS.
The following MIB files describe the format of the traps generated by the server:
nt-ref.mib (MIB-II)
nbflt.mib (NGen MIB)
You can use these files on the NMS system. They are SNMP v1 MIB files.
The files are available in the following locations:

on the Server Application DVD for Contact Center Manager Server, in the
data folder (E:\CCMS\data)
on the Contact Center Manager Server, in the path D:\nortel\data
For more information about configuring your NMS, see your NMS
documentation.
Format of the NGen MIB

Contact Center Manager Server supports the Windows standard MIB-II. In
addition, it provides its own MIB, the NGen MIB.
Converting Windows Events to SNMP traps

1 Log on to Contact Center Manager Server as Administrator.
3 Type evntwin.exe, and then click OK.
4 The Event To Trap Translator window appears.
5 Select the Custom.
6 Click Edit.
7 In the Event sources pane, expand Application.

8 Select the Database Replication event source. The Database Replication

Windows events are listed in the Events pane.
9 Select one or more events from the list.
10 Click Add.
11 Modify the event count threshold as required. Click OK.
12 The events you selected appear in the Events to be translated to traps
pane.
13 Exit the Event To Trap Translator.


Appendix D
Event Codes
In this appendix
Agent Skillset Manager events 2618
Database services 2626
Database Integration Wizard 2633
Event Broker 2635
Event Server 2636
Historical Data Collector 2638
Historical Data Manager 2639
License Manager 2649
Meridian Link Services Manager 2656
Network 2658
Operation, Administration, and Maintenance 2674
Real-Time Data Collector 2690
Real-Time Statistics Multicast service 2695
Statistical Data Manager Configuration Administrator 2697
Statistical Data Propagator 2699
Task Flow Access 2702
Task Flow Executor 2703
Telephony Services Manager 2741
Toolkit 2750
Voice Services Manager 2753
Toolkit event codes 2763

Event Codes Standard 6.14
Agent Skillset Manager events
Agent Skillset Manager (ASM) is the service that handles call queuing, call
presentation, and agent phonesets.
Agent Skillset Manager events
ASM Event
code Event details
48100 Severity—Critical
Description— Process cannot allocate memory.
Impact—ASM and its components fail.
Recovery action:
1 Use the CapTool application to make sure the system resources meet
the software requirements.
2 Shut down other applications to free up memory.
3 Use the Services control panel to restart ASM.
When ASM stops, TFE also stops. After ASM restarts, you must
manually restart TFE.
Restarting ASM takes several minutes. During this down time, the agents
do not receive Contact Center Manager Server calls.
Description—A shared memory failure occurred.
Impact—Shared memory used for queuing and intrinsic support cannot
work properly. Agents cannot receive Contact Center Manager Server
calls.
Recovery Action—Note any error codes and messages and contact your
Customer Support representative.

January 2008 Event Codes
ASM Event
code Event details
48106 Severity—Minor
Description—The server cannot acquire the TN from the switch.
Impact—Agents cannot log into the phoneset with this TN.
Recovery Action—
1 Ensure that the TN status on the switch matches the status on Contact
2 Use the ping utility to check the ELAN network interface connection
between Contact Center Manager Server and the telephony switch.
3 If the problem persists, note:
error codes and messages
the version of the server, client, and switch software
Contact your Customer Support representative.
Description—The switch did not release the TN.
Impact—The phoneset does not revert to a regular ACD phoneset.
Recovery Action:
between Contact Center Manager Server and the telephony switch.
2 Attempt to deacquire the phoneset again.
3 Delete and add the TN on the switch.

ASM Event
code Event details
48111 Severity—Major
Description—An error occurred while an agent is attempting to log in to
a phoneset.
Impact—Agent information can be corrupted and the agent cannot log
in.
Recovery Action—
1 Try to acquire and then deacquire the phoneset.
2 Use the client application to delete and add the phoneset.
3 Use the client application to delete and add the agent.
Restarting ASM takes several minutes. While ASM is down, agents do
not receive Contact Center Manager Server calls.
48113 Severity—Information
Description—An agent is logging on with incomplete or erratic
information.
Impact—Depending on the cause, some Contact Center Manager Server
features are not enabled.
Recovery Action—
1 Use the client application to make sure the position ID (telephony/port
address) of the agent's supervisor is valid on the supervisor's Phoneset -
User Properties property page.
2 Use the client application to make sure the Agent key of the agent
logging on is valid on the supervisor's Agents - User Properties property
page.

ASM Event
code Event details
Description—An agent attempted to log in with an invalid ID.
Impact—The agent cannot log in.
Recovery Action—
1 Use the client to make sure the agent login ID is valid on the agent's
Phoneset - User Properties property page.
2 Use the client to make sure the TN is valid on the agent's General -
Phoneset Properties property page.
3 Make sure the agent is not already logged in to another phoneset.
4 Make sure the agent position ID is not already in use.
Description—The call forwarding operation is not completed.
Impact—The agent with the DN specified in the error does not have
calls forwarded to the logged in phoneset.
Recovery Action—
1 Use the client to make sure this phoneset is acquired.
2 Make sure the agent successfully logged in to a phoneset.
3 Make sure the call forward feature is enabled on the phoneset.
Description—Call forwarding cannot be cancelled.
Impact—The agent who has the DN specified in the error still calls
forwarded to the logged in phoneset.
Recovery Action—
1 Make sure the DN is valid.
2 Log the agent off and use the client to delete and add the phoneset on

ASM Event
code Event details
Description—A communication failure occurred between ASM and
another Contact Center Manager Server component.
Impact—ASM components cannot communicate with other Contact
Center Manager Server components.
Recovery Action:
1 Use SMonW to make sure all Contact Center Manager Server
components are up. If a service is not up, use the Services control panel
to start it.

ASM Event
code Event details
Description—An error occurred during ASM startup.
Impact—ASM cannot perform call processing or acquire or deacquire
resources.
Recovery Action—
1 ASM restarts. If it does not, use the Services control panel to restart
ASM.
Restarting ASM takes several minutes. While ASM is down, agents do
not receive Contact Center Manager Server calls.
2 If the problem persists, reinstall the server software to ensure it is
installed correctly.
3 If the problem persists, note:
error codes and messages
the actions leading up to the problem
the version of the server, client, and switch software
Contact your Customer Support representative.
Description—A DN acquisition failed.
Impact—The agent personal DN is not forwarded to the phoneset at
which the agent logged in.
Recovery Action—
from Contact Center Manager Server to the switch.
2 Make sure the DN is valid on an AST phoneset or a phantom DN, and
then try again.
3 If the problem persists, note any error codes and messages. Contact
your Customer Support representative.

ASM Event
code Event details
Description—ASM is up and operational.
Recovery Action—Not applicable.
Description—ASM is shutting down.
Description—ASM detected a problem related to the Set Display
Messages for agents.
Impact—Cause 112, 113: some or all of the messages displayed on the
phoneset for agents configured with the language indicated are corrupted
and appear in English. Cause 114: all of the messages displayed on the
phoneset for the indicated agent appear in the default system language.
Recovery Action
Causes 112, 113:
1 Reinstall the language data files.
Cause 114:
1 Use the client application to delete and add the agent.
2 Try to log in the agent again.
3 Check the .txt files in the \Nortel\iccm\data directory for any apparent
errors. Attempt to restore the files if corrupted or incorrect.
Description—ASM received a link status message change from TSM.

ASM Event
code Event details
Description—ASM cannot determine the Routing Method for the
skillset to which this call is queued. This error occurs if:
An internal communication error occurs between ASM and Best
Node Server (BNS).
The BNS structure is not up-to-date.
The skillset is not defined in the database.
Impact—For this call, the Routing Method is set to default (First Back).
The networking enhancements are not available.
Recovery Action:
1 Make sure that the skillset is configured correctly.
2 Make sure that the skillset is in service.
3 If the problem persists, contact your Customer Support representative.
Description—ASM at the destination site cannot obtain the Average
Answer Delay intrinsic from the Intrinsic Server. ASM sends a default
value to the source site.
Impact—The source site receives a default value for Average Answer
Delay from the destination site. As a result, the destination site cannot
receive calls for the affected skillset.
Recovery Action:
1 At the destination site, use the SMonW utility and the Services control
panel to verify that the Intrinsic Server is running.
2 If the service is running, restart it.

Database services
Database (DB) services are the set of services that write information to and read
information from the Contact Center Manager Server database. The DB
component consists of the following:
Sybase SQL server—handles storage of and access to all configuration
and historical data
Backup Server—backs up and restores the database
Open Server (DBNotifier)—monitors the size of the database, and notifies
the other services when the database size exceeds the set limit
Database events
DB Event
code Event details
Description—DB encountered an error reading the tape capacity.
Impact—DB cannot back up the database.
Recovery Action:
1 Check whether the backup tape is write-protected or unformatted.
2 Check the tape drive status. Make sure that the tape drive is online.
3 Make sure that the installed device drivers are compatible with the tape
drive.

DB Event
code Event details
Description—An error occurred during initialization of the tape for
database backup.
Recovery Action:
1 Check whether the backup tape is write-protected or unformatted.
2 Check the tape drive status. Make sure that the tape drive is online.
Description—The Sybase backup disk device is missing.
Recovery Action—Check the tape drive configuration in the Sybase
SQL server.
Description—Database backup is not completed.
Impact—The database is not backed up.
Recovery Action—Check the Sybase backup.log file for error messages
(search for this file in the Sybase folder and its subfolders).
Description—Connection to the database is lost during the database
backup.
Recovery Action—Check the Sybase backup.log file for error messages
(search for this file in the Sybase folder and its subfolders).

DB Event
code Event details
Description—A Sybase SQL server error occurred.
Impact—The database backup is not completed.
Recovery Action—Check the Sybase backup.log and errorlog files for
error messages (search for these files in the Sybase folder and its
subfolders).
Description—The backup tape is write-protected.
Recovery Action—Check the tape protect flap on the tape to make sure
that the backup tape is not write-protected. Then restart the backup.
Description—DB cannot start up the Sybase backup server for remote
backup.
Recovery Action:
1 Use the Services control panel to start the Sybase backup server with
the User Account for remote backup.
2 If startup fails, make sure this account has “Log on as a service” user
rights.
3 Restart the database backup.

DB Event
code Event details
Description—Access to the remote directory is denied.
Recovery Action:
1 Make sure that the User Account on the remote computer has Full
Control access to the shared directory for the database backup files.
2 Make sure that the path for the remote directory is entered correctly in
the server software.
3 Restart the database backup.
Description—The transaction log for the specified database is filling up
and cannot be truncated.
Impact—When the log is full, database transactions are not permitted.
Recovery Action:
1 Use the Replication Server Monitor on the Replication Server to find
out whether the Stable Queues are full. If they are full, then use the
resume connection command to resume the DSI connection to the
standby server.
2 Use the Replication Server Monitor on the Replication Server to make
sure the Replication Server service is running. If the service status is No
Connection, then use the Windows Services control panel to start the
Replication Server service.
3 Use the ping command to find out whether the connection between the
active server and the Replication Server is active.
4 Check the error log in D:\sybase\ASE-12_5\install\errorlog file for
messages relating to the Replication Agents.

DB Event
code Event details
Description—The transaction log for the specified database is filling up
and cannot be truncated.
Statistics collection is disrupted, and call processing problems can occur.
Recovery Action:
standby server.
Description—Replication stopped for the specified database.
Impact—Updates for the database are not replicated to the standby
server.
Recovery Action—On the Replication Server, use the Replication
Server Management utility to remove the Warm Standby configuration.
Then use the Replication Server Configuration utility to create the Warm
Standby configuration again.

DB Event
code Event details
Description—Replication cannot be disabled for the specified database.
The transaction log continues to fill up.
Statistics collection is disrupted, and call processing problems can occur.
Recovery Action:
standby server.
Description—The thread that monitors the health of the Replication
Server encountered an error during startup.
Impact—Contact Center Manager Server does not detect failure of the
Replication Server.
Recovery Action:
1 Use the Windows Services control panel to start the Replication Server
service. Watch for errors while the service is starting up.
2 Note any error codes and messages. Contact your Customer Support
representative.

DB Event
code Event details
Server starts. This thread starts when the server is reconfigured as the
active server in a Warm Standby system, or when the Replication Server
service starts.
Server stops. This thread stops when the server is configured as a standby
server in a Warm Standby system, or when the Replication Server service
stops.
Description—The connection between Contact Center Manager Server
and the Replication Server is interrupted.
Impact—Database transactions are no longer passed from the Contact
Center Manager Server database to the Replication Server. If the failure
continues for a prolonged period, database transactions accumulate in the
transaction log, and the log fills up.
Recovery Action:
sure the Replication Server service is running. If the service status is “No
Connection,” then use the Windows Services control panel to start the
active server and the Replication Server is active. If the pin fails, check
the network connections on the Replication Server and Contact Center
Manager Server.

Database Integration Wizard
The Database Integration Wizard (DIW) is an easy-to-use tool for configuring

and customizing the Nortel HDX provider application, which co-resides with
Database Integration Wizard events
DIW Event
codes Event details
Description—DIW failed to initialize the CORBA infrastructure.
Impact—DIW cannot connect to TFA
Recovery action:
1 Use SMonW to make sure that TFA is up. If it is not up, use the
Services control panel to start it.
Description—DIW failed to initialize the ODBC infrastructure.
Impact—DIW cannot connect to the ODBC databases.
Recovery action:
Description—DIW failed to initialize the TAPI infrastructure.
Impact—DIW cannot connect to the TAPI server.
Recovery action—Note the error code and contact your Customer
Support representative.

DIW Event
codes Event details
Description—DIW failed to allocate memory.
Impact—DIW does not start.
Recovery action—Check the amount of free memory on the server.
Description—The shutdown of DIW is abnormal.
Impact—DIW is down.
Recovery action—Use the Services control panel to restart the HAI
service.

Event Broker
Event Broker (EB) is a service that handles communication between the call
processing and statistical data collection services.
Event Broker events
EB Event
code Event details
Description—The time changed on either the switch or Contact Center
Manager Server.
Impact—Data pegging at the time of the change is not accurate.
Description—PScan requested dump memory.
Impact—Obsolete call objects are deleted.
Description—PScan cleared a call.
Impact—An obsolete call object is deleted.
Description—The Audit process clears a call.
Impact—An obsolete call object is deleted.
Recovery Action—Note any error codes and messages. Contact your

Event Server
The Event Server (ES) is a service that provides call progress and resource state
events to third-party applications.
Event Server events
ES Event
code Event details
Description—ES cannot find niebprxy.dll. This error occurs if the file is
not in the server directory path.
Impact—The Event Server cannot start. Clients cannot connect to the
Event Server.
Recovery Action—Make sure that the server directory path includes the
directory containing niebprxy.dll.
Description—The Event Server failed to request initialization from the
other components. This error can be the result of an Event Broker service
failure.
Impact—The client fails to register with the Event Server.
Recovery Action:
1 Use SMonW to make sure that the EB service is up. If it is not up, use
the Services control panel in Windows NT to start it.
2 Use the Services control panel in Windows NT to restart EB.
Restarting EB takes several minutes. While EB is down, agents do not
receive Contact Center Manager Server calls.

ES Event
code Event details
Description—A communication failure occurred during an event
registration request. This error can be the result of an Event Broker
service failure.
Impact—The client attempting to register with the Event Server does not
receive any events.
Recovery Action:
1 Use SMonW to make sure that the EB service is up. If it is not up, then
use the Services control panel in Windows NT to start it.
2 Use the Services control panel in Windows NT to restart EB.

Historical Data Collector
The Historical Data Collector (HDC) is a service that collects all historical data.
Historical Data Collector events
HDC Event
code Event details
Description—HDC failed to write statistical data to the temporary data
file. This problem can result from insufficient disk space.
Impact—Pegged data is not written to the database.
Recovery Action—Delete unnecessary files on the server (check the
Windows TEMP directory). Then restart HDC from the Services control
panel.

Historical Data Manager
The Historical Data Manager (HDM) is a service that transfers collected data to
the database and consolidates daily, weekly, and monthly statistics.
Historical Data Manager events
HDM Event
code Event details
Description—HDM failed to connect to DB. This error can occur after
an installation or upgrade. It indicates a configuration problem.
Impact—HDM cannot write historical statistics to the database.
Recovery Action:
1 Use the Services control panel to determine whether the Sybase SQL
server is running. If it is not running, then start it.
After restarting the Sybase SQL server, you must also restart HDM and
OAM.
2 If the Sybase SQL server is running, then make copies of the Sybase
errorlog (search for this file on the drive on which Contact Center
Manager Server is installed) and the following HDM logs:
<drive: > \Nortel\iccm\data\sdm\stats\log
<drive: > \Nortel\iccm\data\sdm\stats\error
3 Restart HDM.
4 If the problem persists, note any error codes and messages, and make
sure you have access to the copies of the log files. Contact your Customer

HDM Event
code Event details
Description—HDM lost its connection to DB.
Recovery Action:
OAM.
3 Use the SMonW utility to find out whether HDM is running. If it is not
running, then use the Services control panel to start it.

HDM Event
code Event details
Description—The DB client thread is dead.
Recovery Action:
OAM.

HDM Event
code Event details
Description—HDM received a critical error message from DB.
Recovery Action:
OAM.

HDM Event
code Event details
Description—HDM received a major error message from DB.
Recovery Action:
OAM.

HDM Event
code Event details
Description—HDM received a minor error message from the database.
Recovery Action:
OAM.

HDM Event
code Event details
Description—HDM is unable to create the call-by-call table.
Impact—Call-by-call records cannot be stored in the database.
Recovery Action:
OAM.

HDM Event
code Event details
Description—HDM is not able to find the specified bulk copy format
file.
Recovery Action:
1 Make copies of following HDM logs:
where <drive: > is the location in which Contact Center Manager Server
is installed.
2 In the Windows registry, check the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HDM. Make
sure that it has the correct value
(FmtFileDirREG_SZ,D:\Nortel\ICCM\data\sdm\stats\fmt). If the value is
correct, then use the Services control panel to restart HDM.
Restarting HDM takes several minutes. While HDM is down, no
historical statistics are collected.

HDM Event
code Event details
Description—HDM is not able to create the network call-by-call table.
Impact—HDM cannot write network call-by-call statistics to the
database.
Recovery Action:
OAM.
Description—HDM detected insufficient disk space. It deleted the oldest
network call-by-call data file.
Impact—Network call-by-call statistics in the oldest file are deleted.
Recovery Action:
1 Check the connection of the Sybase SQL server to the NCC.
2 Delete unnecessary files on the NCC.
3 Disable the network call-by-call option for all applications.
representative.

HDM Event
code Event details
Description—A remote bulk copy for network call-by-call data file
exceeded 15 minutes.
Impact—Network call-by-call data takes 15 minutes to arrive at the
NCC. No data is lost; however, data for the current interval is not
available for reporting within the expected time frame.
Recovery Action:
1 On the NCC, use the Services control panel to make sure that the
Sybase SQL server is running. If the server is not running, then start it.
If you start the server, you must also restart HDM and OAM.
2 Disable the network call-by-call option for all applications, or reduce
the number of applications with network call-by-call statistics collection
enabled.
Description—The HDM service starts.
Description—The online upgrade process starts. Administration
operations are not permitted.
Description—The online upgrade process is canceled by the user.
Description—An error occurred during the online upgrade process.

License Manager
The Contact Center License Manager is a service that manages your license
information.
License Manager events
LM Event
code Event details
Description—Contact Center License Manager is starting up.
Impact—Contact Center License Manager is starting.
Recovery Action—None
Description—Contact Center License Manager started as the Standby
Server. This License Manager remains as the Standby License Manager
until the Active License Manager goes out of service.
Impact—Contact Center License Manager is the Standby License
Manager.
Description—Contact Center License Manager started as the Active
Server.
Impact—Contact Center License Manager is the Active License
Manager.

LM Event
code Event details
Description—Contact Center License Manager switched from Standby
to the Active Server. This License Manager now issues all licenses in the
network. The previous Active License Manager is out of service.
Manager. There is a problem with the previous Active License Manager.
Recovery Action:
1 Check if the previous Active License Manager is out of operation.
2 Check if any network problems occur between the Active and Standby
License Managers.
Description—Contact Center License Manager detected another Active
License Manager and switches to standby mode.
Manager. There is a problem with the previous Active License Manager.
Recovery Action—Check that there is an Active License Manager in the
network.
Description—Contact Center License Manager is signalled to stop.
Impact—Contact Center License Manager is shutting down.
Recovery Action—Check if this is a valid shutdown attempt.

LM Event
code Event details
Description—Contact Center License Manager cannot start as there is
no valid license identifier to verify the license file against.
Impact—Contact Center License Manager cannot start.
Recovery Action:
1 If the license identifier is the MAC address of the server, check that the
network interface card (NIC) is enabled and that the correct MAC
address is used.
2 If the Communication Server 1000 Serial ID is used, make sure that
the Serial ID entered when running Server Setup Configuration is the
same as the Serial ID in the License file.
Description—Contact Center Standby License Manager detected.
Impact—Active to Standby operation commences. If the Active License
Manager goes out of service, the Standby License Manager becomes the
new Active License Manager.
Description—Contact Center License Manager cannot start.
Impact—Contact Center License Manager does not start.
Recovery Action—Check License Manager server log file to determine
the reason.
Description—Contact Center License Manager connection to database
fails.
Impact—Contact Center License Manager cannot connect to database.
Statistics cannot be written to the database.
Recovery Action—Check that an ODBC connection can be made to the
database that the statistics are written to if statistics are collected.

LM Event
code Event details
Description—License returned to pool because it is not refreshed.
Impact—License that is available to a server is returned. Calling
application is not running.
Recovery Action:
1 Check CCMS servers to see if all applications are running.
2 Check License Manager Configuration utility to see license
distribution.
Description—License refresh failed because License expired.
Impact—License refresh failed because License expired. Check LM
server log file for more information.
Recovery Action:
1 Check CCMS servers to see if all applications are running.
2 Check License Manager Configuration utility to see license
distribution.
Description—License not granted because maximum exceeded.
Impact—License not granted because maximum exceeded. Check
License Manager server log file for more information.
Recovery Action:
1 Check License Manager Configuration utility to see what Licenses are
in use.
2 Check if any licenses are taken but not in use.
3 Check if you entered the grace period.

LM Event
code Event details
Description—License not granted because there is no license. Check
Impact—No License available of that type.
Recovery Action:
available.
2 Check configuration of Packages or Agents. A new license file is
needed.
Description—License not granted because license expired. Check
Impact—No more Licenses available.
Recovery Action:
in use.
2 Check if any licenses are taken but not in use.
3 Check if you entered the grace period.
Description—There is a communication error. The current length of the
grace period is displayed. There is a maximum of 10 days allowed.
Impact—If the grace period reaches 10 days, the application shuts down.
Recovery Action:
1 There is a communication error between client application and the
License Manager.
2 License Manager server is not started or there can be network
problems.
3 Contact Nortel Support to get the grace period reset.

LM Event
code Event details
Description—There is a communication error. Error code is needed if
you want to reset the grace period.
Impact—The application is experiencing network problems.
Recovery Action:
1 Record the error code. You need if you want to reset the grace period.
2 Contact Nortel Support with error code to reset the grace period.
Description—The error condition between the License Manager and
client is resolved.
Impact—None
Description—Communication is okay. Displayed are the length of time
remaining in the grace period.
Impact—If the grace period reaches 10 days, the application shuts down.
Recovery Action—Contact Nortel Support to reset the grace period.
Description—Grace period expired.
Impact—Client application shuts down.
Recovery Action:
1 Record the error code.
2 Contact Nortel Support with error code to reset the grace period.
Description—Grace period is reset to 10 days.
Impact—Grace period is reset to 10 days.

LM Event
code Event details
Description—Invalid code entered.
Impact—No change to grace period.
Recovery Action:
1 If attempting to reset the grace period, the code entered in the Reset
Grace Period tool is incorrect.
2 Check that code entered is correct.
3 Contact Nortel Support to get a new unlocking code.
Description—Details current grace period duration.
Impact—None

Meridian Link Services Manager
The Meridian Link Services Manager (MLSM) is a service that provides an

interface between third–party applications and Contact Center Manager Server.
Meridian Link Services Manager events
MLSM Event
code Event details
Description—MLSM failed to send data to a third-party application.
Impact—The third-party application cannot communicate with the
MLSM service.
Recovery Action:
1 Use the ping command to make sure that the third-party application
server is accessible on the network.
2 Make sure that the third-party application is running.
Description—A network error occurred.
Impact—A third-party application cannot communicate with the MLSM
service.
Recovery Action:
1 Use the ping command to make sure that the third-party application
server is accessible on the network.
2 Make sure that the third-party application is running.

MLSM Event
code Event details
Description—The connection to the MLSM client application shut down
gracefully.
Impact—The session between the client application and MLSM
finished.
Description—MLSM reached the maximum number of simultaneously
running third-party applications (16).
Impact—Future attempts to launch new third-party applications fails.
Recovery Action:
1 Check whether any Meridian Link test tools running on the network
are connected to MLSM. If they are connected, shut them down.
2 Close unnecessary third-party applications.

Network
Network is a set of services that provide network system operation,

administration, and management of:
NDLOAM—local services
NCCOAM—NCC services
Network events
Network
Event code Event details
Description—The NCC is in configuration mode.
Impact—Synchronization between Contact Center Manager Server and
the NCC does not occur when the NCC is in configuration mode.
Recovery Action—When you are finished configuring the NCC, take it
out of configuration mode.

Network
48202 Label—Acquisition Event on Landing Pad: %nvs Failed.

Severity—Minor
Description—Acquisition Event Failure on Pad.
Impact—This pad is not available for Universal Networking Calls.
Admin Action:
1 Check that the Following Services are up and running: NIMSM,
NBMSM, CMFOAM.
2 Deacquire and ReAcquire the pad in Contact Center Management
Administration.
CTAS Action:
1 Check that the Following Services are up and running: NIMSM,
NBMSM, CMFOAM.
2 Deacquire and ReAcquire the pad in Contact Center Management
Administration.
Description—The Dialable DN is not configured for a destination site.
Impact—No calls are routed to this site.
Recovery Action—Use the client to configure the Dialable DN for this
site in the Network Communication Parameters window.
Description—The destination site is filtered from all routing tables at
this site. The reason for filtering is described in a preceding event.
Impact—No new calls are routed to this destination site. Calls are routed
to the next site in the routing table.
Recovery Action—Check any preceding events to find out why the site
is filtered. When the problem causing the site to be filtered clears, either
use the client application to manually stop filtering, or wait for the filter
timer to expire.

Network
Description—The configured retry count for the destination site is
reached. The destination site is filtered from all routing tables at this site.
Reasons for filtering include D-channel down, All Trunks Busy (ATB) at
source or destination, trunk blocked, or resend timer expired (an NACD
error).
to the other sites in the routing table.
Recovery Action—If the reason for filtering clears soon after filtering
starts, consider increasing the number of retries or the retry timer. When
the reason for filtering clears, you can manually stop filtering, or wait
until the filter timer elapses.
Description—NACD package is not installed and enabled at the
destination site.
Recovery Action—Ensure that NACD is installed and enabled at the
destination site. When the package is installed and enabled, you can
manually stop filtering, or wait until the filter timer elapses.

Network
Description—The Dialable DN for the destination site is invalid.
Impact—No calls are routed to the destination site.
Recovery Action:
1 Use the client to configure the Dialable DN for this site in the Network
Communication Parameters window.
2 At the destination site, use the client to make sure that the Network
CDN is acquired.
3 At the destination site, use the client to make sure that the
Network_Script is activated.
Description—The Dialable DN for the destination site is invalid.
Recovery Action:
1 At the local site, make sure that the Dialable DN for this site is
configured correctly in the Network Communication Parameters
window.
CDN is acquired.

Network
Description—The application failed to send an agent request message to
the destination site.
Recovery Action:
1 Make sure that the destination server is running, and that all services
are active.
2 Use the ping utility to check the connection to the destination server. If
the ping fails, contact your network administrator. If the ping succeeds,
manually stop filtering.
Description—The Network_Script at the destination site is not activated.
Impact—Calls that are not answered at the destination site (for example,
if the reserved agent logs out before the call can be presented) do not
receive the treatment specified in the Network_Script.
Recovery Action:
2 At the local site, use the client to make sure that the Dialable DN for
this site is configured correctly in the Network Communication
Parameters window.
CDN is acquired.

Network
Description—The D-Channel between the local site and the destination
site is down.
Recovery Action—Resolve the D-Channel problem on the switch.
Description—The NACD resend timer expired for the destination site.
An NACD failure occurred.
Recovery Action:
1 Increase the Resend Timer on the switch.
Description—All trunks are busy at the local site.
Recovery Action—Frequent all trunks busy (ATB) conditions can
indicate that your network is not engineered for the call traffic you are
experiencing. Use the Trunk Statistics report to check the frequency and
duration of ATB events. You need to consider increasing the number of
trunks.
Description—All trunks are busy at the destination site.
Recovery Action—Frequent all trunks busy (ATB) conditions can
indicate that your network is not engineered for the call traffic you are
experiencing. Use the Trunk Statistics report to check the frequency and
duration of ATB events. You need to consider increasing the number of
trunks.

Network
Description—The network skillset at the destination site is out of
service.
Impact—No calls are queued to the network skillset at the destination
site.
Recovery Action—If the out-of-service condition is unexpected, contact
an administrator at the destination site to determine the cause and
expected duration of the condition. If the skillset regularly goes out of
service at this time, set up a Routing Table Assignment to remove the site
from your routing tables for this period.
Description—The number of calls queued for the network skillset at the
destination site exceeds the Call Request Queue Size configured for the
skillset.
Impact—No calls are queued to the network skillset at the destination
site until the number of calls queued decreases by the number defined as
the Flow Control Threshold for the skillset at the destination site.
Recovery Action—If the problem occurs frequently, consider changing
the Flow Control Threshold for the network skillset at the destination
site.
Description—The target site is filtered from all routing tables at this site.
A preceding event explains the reason for filtering.
timer to expire

Network
Description—The target site is filtered from all routing tables at this site.
A preceding event explains the reason for filtering.
timer to expire.
Description—Contact Center Manager Server cannot determine the
Routing Method for the skillset to which this call is queued. This error
occurs if:
An internal communication error occurs between ASM and Best
Node Server (BNS).
The BNS structure is not up-to-date.
The skillset is not defined in the database.
The networking enhancements are not available.
Recovery Action:
1 Make sure that the skillset is configured correctly.
2 Make sure that the skillset is in service.

Network
Description—When the Master script queues a call to multiple network
skillsets, all the skillsets must have the same Routing Method. This error
occurs if they do not have the same Routing Method.
Recovery Action—Either update the script to queue only to skillsets
with the same Routing Method, or change the Routing Methods for the
different skillsets so that they are the same.
49033 Label—All Landing Pads busy at %nvs.

Severity—Minor
Description—All Landing Pads busy on target switch.
Impact—No calls are networked to the target site until a Landing Pad
becomes free.
Admin Action—An All Landing Pads Busy condition can indicate that
the current network engineering is insufficient for the call traffic.
Assuming that Landing Pads are freed correctly after use, it can be that
not enough Landing Pads are configured to cope with the current call
traffic. Depending on your service requirements, consider increasing the
number of Landing Pads. Remember that Landing Pads are required only
for a short time relative to the duration of a call.
CTAS Action—See Admin Action.
49034 Label—No DNIS Network CDN available at %nvs.
Severity—Minor
Description—No DNIS Network CDN available on target switch.
Impact—No calls are networked to the target site until a DNIS Network
CDN becomes available.
Admin Action—Check that a DNIS Network CDN is configured and
acquired at the target network switch.
CTAS Action—See Admin Action.

Network
Description—The application list changed.
Impact—The NCC sends the updated application list to each server in
the network.
Description—A network skillset is added on the NCC.
Impact—The NCC sends the updated list of skillsets to each server in
the network.
Description—A network skillset is deleted on the NCC. Make sure that
calls are not queued to this network skillset (with the Queue to Network
Skillset command) at any of the sites in the network.
the network. Any attempt to queue calls to this network skillset with the
Queue to Network Skillset command fails.
Description—A network skillset changed on the NCC.
the network.

Network
Description—A site is added on the NCC. This event is followed by
events indicating that synchronization with the new site started and
stopped.
Impact—The NCC sends the updated list of sites to each server in the
network.
Description—A site is deleted on the NCC.
network.
Description—A site is changed on the NCC.
network.
Description—A routing table is changed on the NCC.
Impact—The NCC sends the updated information to the affected site.
Description—A routing table assignment is added on the NCC.
Description—A routing table assignment is deleted on the NCC.

Network
Description—A routing table assignment is changed on the NCC.
Impact—The new assignment takes effect the next time it runs.
Description—A routing table assignment is changed on the NCC.
Impact—The new assignment takes effect the next time it runs.
50740 Label—Site: (%nvs) Site Id: (%np1) has Flow Control: OFF
Severity—Information
Description—The target nodal site is unfiltered, and network calls can
now be queued to the site.
Impact—None
Admin Action—The information is an audit trail of configuration data
changed. No action is required.
CTAS Action—The information is an audit trail of configuration data
changed. No action is required.
Description—The application list is changed.
Description—A network skillset is added.
Impact—You can assign agents to the new network skillset use the
network skillset in scripts.

Network
Description—A network skillset is deleted.
Impact—If your scripts queue calls to this skillset using the Queue To
Network Skillset command, the command fails.
Description—The properties of a network skillset are changed.
Impact—The changes take effect immediately.
Description—A new site is added.
Impact—You can now update your scripts to queue calls to this site.
Description—A network site is deleted.
Impact—You can no longer queue calls to this site.
Description—Site properties are changed.
Description—A routing table is modified.
Impact—The application routes calls using the new routing table.

Network
Description—The network communication parameters are changed.
Impact—The changes take effect immediately.
Description—The NCC name is changed.
Impact—The NCC site name must be correct for data synchronization
between the servers and the NCC to occur. If synchronization does not
occur, network call routing problems occur. Do not change the NCC site
name unless the site name of the NCC server changed.
Description—The application changed the status of a network skillset. If
the status changes from OFF, then the site at which the skillset is located
is filtered from the routing tables.
Impact—Calls for this skillset are not queued to the filtered site until the
condition that caused the filtering clears.

Network
Description—Each server regularly receives a “keep alive” message
from each site in the network. If it does not receive a “keep alive”
message from a site, the communication status for that site is set to
“Closed,” and the site is filtered from all routing tables. When
communication is reestablished, the status changes to “Open.”
Impact—Calls are not queued to sites for which the communication
status is “Closed.”
Recovery Action:
1 If communication status is set to “Closed,” ensure that the remote
server is running, and all services are active.
the ping fails, contact your network administrator. If the ping succeeds,
contact your network administrator for assistance. If the ping succeeds,
you can stop filtering manually or wait for it to clear.
Description—A server failed to send a sanity (Nodeup) message to the
NCC
Impact—This server cannot route calls to other servers on the network
or receive calls from other servers in the network.
Recovery Action:
1 Use the client to check the NCC site name defined on the Network
Communication Parameters window.
2 Make sure that the NCC is running.
the ping fails, contact your network administrator for assistance. If the
ping succeeds, check all network node addresses using the Configuration
utility on the server.

Network
Description—Synchronization of data between the NCC and the server
begins.
Impact—When the process is complete, the server data is synchronized
with the NCC.
Description—Synchronization of data between the NCC and the server
is complete.
Impact—The server data is synchronized with the NCC.

Operation, Administration, and Maintenance
Operation, Administration, and Maintenance (OAM) is the service that provides

an interface between the system operation, administration, and management
applications (such as the client and the server utilities), on the one hand, and the
other server components.
Operation, Administration, and Maintenance events
OAM Event
code Event details
Description—The service stopped.
Description—The service started.
Description—The service is starting.
Description—The service is stopping.

OAM Event
code Event details
Description—The OAM service failed to allocate the amount of memory
required to function properly.
Impact—The OAM operation failed to complete.
Recovery Action:
1 To ensure that enough resources are available for call processing, close
any non- Contact Center Manager Server applications that are not
essential to the operation of the server.
2 Evaluate the system workload, and use the CapTool application to
ensure that your configuration provides the required capacity.
3 If your configuration satisfies the capacity requirements of your
workload, restart the server.
When you restart the server, all services are terminated and restarted.
Description—A service or application cannot log on to the Sybase
database.
Impact—No call processing occurs. Incoming calls are routed to the
default ACD-DN.
Recovery Action:
1 Make sure that the Sybase SQL server is installed properly. To do so,
check for the Sybase program group in the list of Programs in the Start
menu.
2 Use the Services control panel to make sure that the Sybase server is
up. If the server is not up, click Start.
Representative.

OAM Event
code Event details
Description—OAM encountered a critical error during a database
access.
Impact—Contact Center Manager Server configuration cannot be
modified, and call processing errors can occur.
Recovery Action—Use the Services control panel to make sure that the
Sybase SQL server is up. If the server is not up, click Start.
Description—The Sybase SQL server encountered an error that can
prevent the database from working properly.
Impact—Contact Center Manager Server configuration cannot be
modified, and call processing errors can occur.
Description—OAM lost the connection to the database.
default ACD-DN. OAM restarts.
Sybase SQL server is up. If the server is not up, click Start. Then, stop
and restart the OAM_Service, to reestablish its connection with the
Sybase server.
A number of dependent services stop when you stop OAM. If these
services do not restart, then you must restart the server.

OAM Event
code Event details
Description—OAM cannot get a database connection.
Impact—OAM does not start.
Description—An activity code is added to the database.
Description—An activity code in the database is changed.
Description—An activity code is deleted from the database.
Description—An application is added to the database.
46006 Severity——Information
Description—An application in the database is changed.
46007 Severity——Information
Description—An application is deleted from the database.

OAM Event
code Event details
Description—A skillset is added to the database.
Description—A skillset is deleted from the database.
Description—A skillset in the database is changed.
Description—A phoneset display field is added to the database.
Description—A phoneset display field in the database is changed.
Description—A phoneset display field is deleted from the database.
Description—A phoneset display field list is changed.
Description—A Terminal Number (TN) is added to the database.

OAM Event
code Event details
Description—A Terminal Number (TN) is deleted from the database.
Description—A Terminal Number (TN) in the database is changed.
Description—A user is added to the database.
Description—A user in the database is changed.
Description—A user is deleted from the database.
Description—A user entry list in the database is changed.
Description—A user entry list is deleted from the database.
Description—An agent skillset assignment is added to the database.

OAM Event
code Event details
Description—An agent skillset assignment in the database is changed.
Description—An agent skillset assignment is deleted from the database.
Description—A call presentation class is added to the database.
Description—A call presentation class in the database is changed.
Description—A call presentation class is deleted from the database.
Description—A route is added to the database.
Description—A route in the database is changed.
Description—A route is deleted from the database.

OAM Event
code Event details
Description—The call-by-call statistics collection option for an
application is enabled in the database.
Description—The call-by-call statistics collection option for an
application is disabled in the database.
Description—The configuration of the historical data collection
properties is changed on the Options - Historical Statistics property page.
Description—The configuration of historical statistics maintenance
properties is changed on the Duration – Historical Statistics property
page.
Description—The configuration of real-time statistics collection is
changed on the Real-Time Statistics property sheet.
Description—The Statistical Data Propagator configuration is changed
on the Real-Time Statistics property sheet.

OAM Event
code Event details
Description—A controlled directory number (CDN) is added to the
database.
Description—A controlled directory number (CDN) in the database is
changed.
Description—A controlled directory number (CDN) is deleted from the
database.
Description—A dialed number identification service (DNIS) is added to
the database.
Description—A dialed number identification service (DNIS) in the
database is changed.
Description—A dialed number identification service (DNIS) is deleted
from the database.
Description—A script is added to the database.

OAM Event
code Event details
Description—A script in the database is changed.
Description—A script is deleted from the database.
Description—A script reference (that is, a resource referred to by the
script) is added to the database.
Description—A script reference (that is, a resource referred to by the
script) is deleted from the database.
Description—A script reference to an agent is added to the database.
Description—A script reference to an agent is deleted from the database.
Description—A voice port is changed in the database.
Description—An IVR ACD-DN (IVR queue) is added to the database.

OAM Event
code Event details
Description—An IVR ACD-DN (IVR queue) in the database is
changed.
Description—An IVR ACD-DN (IVR queue) is deleted from the
database.
Description—An agent to supervisor assignment is added to the
database.
Description—An agent to supervisor assignment in the database is
changed.
Description—An agent to supervisor assignment is deleted from the
database.
Description—A threshold class is added to the database.
Description—A threshold class is deleted from the database.

OAM Event
code Event details
Description—A threshold class in the database is changed.
Description—A script variable is added to the database.
Description—A script variable is deleted from the database.
Description—A script variable in the database is changed.
Description—A global parameter is changed.
Description—A formula is added to the database.
Description—A formula in the database is changed.
Description—A formula is deleted from the database.

OAM Event
code Event details
Description—A Real-Time Display is changed.
Description—The columns in a Real-Time Display are changed.
Description—The user's agent capabilities are revoked.
Description—The user's supervisor capabilities are revoked.
Description—An application program interface (API) call returned a
communication failure. An invalid identifier is passed to the service.
Impact—OAM is unable to complete the requested API call. It cannot
run a scheduled agent to supervisor assignment or agent to skillset
assignment.
Recovery Action
1 Use the ping utility to check the network connection to the server.
2 Use SMonW to make sure all Contact Center Manager Server services
are up. If a service is not up, use the Services control panel to start it.

OAM Event
code Event details
Description—OAM failed to update the maximum number of agents in
the database during start-up.
Impact—OAM cannot update or configure the purchased maximum
number of agents.
Recovery Action:
1 Use the Services control panel to make sure that the MAS OM Service
is up. If the service is not up, start it.
2 Use the Services control panel to make sure that the MAS
Configuration Manager service is up. If it is not up, start it.
3 Ensure that your system is configured with the correct keycodes by
selecting Start > Programs > Contact Center Manager Server >
Feature Report, and then clicking the Features tab. Note the keycode
value, and then call your Customer Support Representative.
Description—An invalid session ID is passed to OAM. The invalid
session passing is a security error.
Impact—An OAM request cannot be completed.
Recovery Action—If this problem occurs frequently, contact your
Customer Service representative.
Description—The server is unable to communicate with the client when
running a scheduled report.
Impact—The server is unable to generate the scheduled report.
Recovery Action:
1 Check the physical connections between the server and the client.
2 Use the ping utility to check the network connection between the client
and the server.
3 Make sure that the Report Listener is running on the client.

OAM Event
code Event details
46311 Label—%id1 added Media Server: %nvs.

Description—A Media Server is added to the database.
Impact—None
Admin Action—Audit Message. No action required.
CTAS Action—Audit Message. No action required.
46312 Label— %id1 modified Media Server: %nvs.

Description—A Media Server information is updated in the database.
Impact—None
46313 Label—%id1 deleted Media Server: %nvs.

Description—A Media Server is deleted from the database.
Impact—None
46314 Label—%id1 added Media Service: %nvs.

Description—A Media Service is added to the database.
Impact—None

OAM Event
code Event details
46315 Label—%id1 modified Media Service: %nvs.

Description—A Media Service information is updated in the database.
Impact—None
46316 Label—%id1 deleted Media Service: %nvs.

Description—A Media Service is deleted from the database.
Impact—None
46317 Label—%id1 added MediaServiceRoute, Server = %nvs, Service =

%ads, OrdPref = %np1.
Description—A Media Service Route is added to the database.
Impact—None
46318 Label—%id1 deleted MediaServiceRoute, Server = %nvs, Service =

%ads, OrdPref = %np1.
Description—A Media Service is deleted from the database.
Impact—None

Real-Time Data Collector
The Real-Time Data Collector (RDC) is the service that collects and processes
real-time statistics for displays.
Real-Time Data Collector events
RDC Event
code Event details
Description—RDC is unable to retrieve a value from the Windows
Registry path,
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\RDC. It uses
the default value.
Description—The collection of this statistic is disabled with the client.
Impact—No statistics are collected for this statistics group.

RDC Event
code Event details
Description—RDC failed to initialize with SDMCA. The initialization
request failed.
Impact—RDC failed to start up correctly. No data is available for the
Real-Time Displays.
Recovery Action:
1 Use the SMonW utility to make sure that SDMCA is up. If it is not up,
then use the Services control panel to start it.
2 Use the SMonW utility to make sure that RDC is up. If it is not up,
Description—RDC is unable to send the 'Initialization Done' message to
SDMCA.
Impact—RDC failed to start up correctly. No data is available for the
Real-Time Displays.
Recovery Action:
1 Use the SMonW utility to make sure that SDMCA is up. If it is not up,

RDC Event
code Event details
Description—RDC is unable to register for call processing messages
with EB using the toolkit API.
Impact—RDC cannot provide data for all the real-time data streams.
Recovery Action:
1 Use the SMonW utility to make sure that EB is up. If it is not up, then
use the Services control panel to start it.
2 Use the Services control panel to restart RDC. Make sure that no
further error events are reported.
Restarting RDC takes several minutes. While RDC is down, no real-time
data is available for Real-Time Displays.
Description—RDC is unable to send the “Register Service” message to
SDP.
Impact—No data is output to the real-time data streams.
Recovery Action:
1 Use the SMonW utility to make sure that SDP is up. If it is not up, then
use the Services control panel to restart SDP.
Restarting SDP takes several minutes. While SDP is down, no real-time
data is collected.

RDC Event
code Event details
Description—RDC is unable to send data to SDP.
Impact—Some data is not output in the real-time data streams.
Recovery Action:
1 Use the SMonW utility to make sure that SDP is up. If it is not up, then
use the Services control panel to restart SDP.
Restarting SDP takes several minutes. While SDP is down, no real-time
data is collected.
Description—RDC is resetting the interval statistics to zero. The interval
period elapsed. (The default interval is 15 minutes.)
Description—RDC is resynchronizing the time between Contact Center
Manager Server and the switch.
Description—RDC received an RDC Service Control Stop Message.
Description—RDC received an RDC Service Control Shutdown
Message.

RDC Event
code Event details
Description—RDC received an SDMCA Up Message.
Description—RDC received an SDMCA Down Message.
Description—RDC received an SDMCA Initialization Complete
Message.
Description—RDC received an Event Broker Up Message.
Description—RDC received an Event Broker Down Message.

Real-Time Statistics Multicast service
The Real-Time Statistics Multicast (RSM) service is the service that sends real-
time data from Contact Center Manager Server to Contact Center Manager
Administration users. The data is sent in multicast mode. This mode of data
transmission provides multipoint communication by simultaneously delivering
information from one sender to multiple receivers. IP multicasting minimizes
both the bandwidth required to communicate across networks, and the resources
required by the sender to carry out transmission.
Real-Time Statistics Multicast service events
RSM Event
code Event details
Description—RSM cannot find the nioamisapi.dll. The nioamisapi.dll is
probably not in the server directory path.
Impact—Translation of names to IDs, and vice versa, is not available for
multicast data. As a result, some fields on the Real-Time Displays do not
contain expected data.
Recovery Action—Change the directory path on the server to include
<drive: > \Nortel\iccm\bin, where <drive: > is the drive on which Contact
Center Manager Server is installed.

RSM Event
code Event details
Description—RSM cannot find nioamisapi.dll. Probably nioamisapi.dll
is not in the server directory path.
Impact—Translation of names to IDs, and vice versa, is not available for
multicast data. As a result, some fields on the Real-Time Displays do not
contain expected data.
Recovery Action—Change the directory path on the server to include
<drive: > \Nortel\iccm\bin, where <drive: > is the drive on which Contact
Center Manager Server is installed, and then restart the RSM service.
Description—RSM is not enabled in the keycode.
Impact—Multicast Real-Time Displays are not available.
Recovery Action—Make sure that RSM is enabled in your keycode. If it
is not, contact your Customer Support representative.

Statistical Data Manager Configuration

Administrator
The Statistical Data Manager Configuration Administrator (SDMCA) is the

service that manages database access to configuration information for the
Statistical Data Manager.
Statistical Data Manager Configuration Administrator events
SDMCA
Description—SDMCA is not able to register with the specified entity.
All SDM components failed to start.
Impact—No data collection occurs.
Recovery Action:
1 Use the SMonW utility to make sure that OAM is up. If it is not up,
When you restart OAM, other services can stop. You must restart any
services that stop.
2 Use the SMonW utility to make sure that the SDM components are all
up. If they are not up, then use the Services control panel to start them.

SDMCA
Description—SDMCA cannot connect to EB, RDC, or HDC. EB, RDC,
HDC, and IS failed to start.
Recovery Action:
1 Use the SMonW utility to make sure that the EB, RDC, and HDC are
up. If any of them are not up, use the Services control panel to start them.
Restart EB first, followed by RDC, and then HDC.
Representative.
Description—SDMCA is not able to send a 'data collector(s) ready'
message to EB. EB is not responding to SDMCA messages.
Recovery Action:
1 Use the SMonW utility to make sure that the EB, RDC, and HDC
services are up. If any of them are not up, use the Services control panel
to start them.
Representative.
Description—SDMCA fails to start, due to either a memory allocation
problem or a Contact Center Manager Server Toolkit error.
Impact—All SDM components (SDMCA, EB, RDC, HDC, and IS) fail
to start. No data collection occurs.
Recovery Action—Use the Services control panel to restart SDMCA,
followed by EB, RDC, and HDC.
When you restart SDMCA, these other services stop.

Statistical Data Propagator
The Statistical Data Propagator (SDP) distributes incoming statistical data to the
appropriate service.
Statistical Data Propagator
SDP Event
code Event details
Description—SDP cannot allocate memory for its processing. An
attempt to allocate a new listener object returned a NULL reference.
Impact—No real-time data is sent to clients or third-party applications.
Recovery Action:
any applications that are not essential to the operation of the server.
representative.
attempt to allocate a new scheduler object returned a NULL reference.
Recovery Action:
representative.

SDP Event
code Event details
Description—SDP cannot allocate memory for its processing. A request
to allocate a new propagator object returned a NULL reference.
Recovery Action:
representative.
attempt to allocate a new request object returned a NULL reference.
Recovery Action:
representative.

SDP Event
code Event details
Description—SDP cannot allocate memory for its processing, or it
cannot locate an RDC service. An attempt to allocate a new comproxy
object or find a previously allocated comproxy returned a NULL
reference. This error can be due to a memory allocation issue or a failure
to locate the RDC service for this site.
Recovery Action:
representative.
Description—The state of the SDP service is not set. SDP terminates.

Task Flow Access
Task Flow Access (TFA) is the service that provides access to third-party
(HDX) applications through scripting commands.
Task Flow Access events
TFA Event
code Event details
Description—An invalid provider ID is used.
Impact—The request is rejected.
Recovery Action:
1 Make sure that there is no network congestion.
2 Make sure that the third-party application has enough resources to
process calls.
3 Make sure that the script and third-party application use the same
application ID. Either stop the third-party application and restart it using
the correct ID, or modify the application ID in the script.

Task Flow Executor
The Task Flow Executor (TFE) is the service that executes scripts and
determines how all calls are processed.
Task Flow Executor events
TFE Event
code Event details
Description—TFE terminated due to an unrecoverable error.
default skillset (if defined) or default ACD-DN.
Recovery Action:
1 If TFE does not recover from this error, reboot the server.
Rebooting the server takes several minutes. While the server is down,
incoming calls are handled by the ACD software on the switch.
representative.
Description—TFE is unable to allocate memory during script
processing.
Recovery Action:
1 Evaluate the system workload, and check the engineering guidelines to
make sure that your configuration provides the required capacity. You
need to reengineer your system.
representative.

TFE Event
code Event details
Description—A request for a call treatment timed out.
Impact—The call does not receive the desired treatment, but call
processing continues.
Recovery Action—See any associated TSM messages.
Description—A request to ASM for an agent or skillset timed out.
Recovery Action—See any associated ASM messages.
Description—A request to VSM for voice processing timed out.
Recovery Action—See any associated VSM messages.

TFE Event
code Event details
Description—A request to a third-party application timed out. This error
occurs when there is no response from HDX.
Impact—If a script command suspended the call until a HDX response is
received, the call ceases to be suspended, and TFE executes the next
command in the script.
Recovery Action:
1 Open the HDX provider, and Make sure that “Get Automatic
Response” is selected.
2 Open Services Windows to restart TFA.
Restarting TFA takes several minutes. While TFA is down, no Host Data
Exchange occurs.
3 Restart the HDX provider.
All active calls communicating with HDX are affected.
representative.
Description—Internal data structures in call processing are overflowing.
Impact—The call is routed to the default skillset (if defined) or default
ACD-DN.
Recovery Action:
1 Use the SMonW utility to make sure that OAM is up. If it is not up,
open Services in Windows to start it.
2 Reboot the server.
representative.

TFE Event
code Event details
Description—The system profile file contains invalid data.
Impact—TFE is not operational, and calls are not handled properly.
Recovery Action:
1 Make sure Contact Center Manager Server is configured correctly
representative.
Description—A request to an outstanding call treatment failed.
Impact—The call is not processed correctly. It can be given default
treatment.
Description—A request to an outstanding voice treatment failed.
Impact—The call is not processed correctly. It is given default
treatment.
Recovery Action—See any associated VSM messages.
Description—TSM is unable to communicate with the switch.
Impact—The call is not processed correctly. It is given default
treatment.

TFE Event
code Event details
Description—The TFE service terminated due to an internal error.
Recovery Action—If this error does not resolve itself automatically,
note any error codes and messages. Contact your Customer Support
representative.
Description—TFE is unable to acquire a CDN.
Impact—No call processing occurs for calls arriving on this CDN.
Recovery Action:
1 Use the client to make sure the CDN is configured correctly.
2 Make sure that the CDN is not used by another server.
Description—TFE is unable to deacquire a CDN.
Recovery Action—Check the status of the CDN on the switch.
Description—TFE cannot create an error log file required for the script
activation request.
Impact—Script compiler messages are not available. If validation is
successful, the script is activated.
Recovery Action—Make sure the server is installed correctly. If
necessary, reinstall it.

TFE Event
code Event details
Description—TFE cannot locate the system profile. It is moved or
deleted.
Impact—TFE cannot operate properly. Calls are not handled correctly.
Description—TFE received an invalid message type from another
component. This error occurs if TFE and the other component are
different versions.
Impact—Call or voice processing do not operate properly. Calls can be
defaulted.
Recovery Action:
1 Ensure that all current software updates are applied.
representative.
Description—The switch reported link congestion.

TFE Event
code Event details
Description—The link to the switch is down.
Recovery Action:
between the server and the telephony switch.
2 Make sure the switch link is up.
representative.
48422 Severity—Unused
Description—The script includes incomplete or undefined variables.
This error also occurs if the variable type used defined on Contact Center
Manager Server does not match the type on the third-party application.
Impact—Calls are not be processed properly. Incoming calls can be
routed to the default skillset (if defined) or default ACD-DN.
Recovery Action:
1 Use the client to make sure all variables used in scripts are defined.
2 Use the SMonW utility to make sure TFE is up. If it is not up, open
Services in Windows to start it.
3 Open Services in Windows to restart TFE.
Restarting TFE takes several minutes. While TFE is down, incoming
calls are routed to the default skillset (if defined) or default ACD-DN.
representative.

TFE Event
code Event details
Description—The server rejected a call because of a configuration error.
ACD-DN.
Recovery Action:
1 Use the client to make sure the CDN is configured correctly.
3 Make sure that the first executable command in the script is NOT a
Quit or Wait command.
representative.
Description—A flow control level 2 indication is received from the
switch.
Impact—Service is impaired because of switch congestion.
Recovery Action—Examine the status of the switch, and perform any
actions necessary to alleviate congestion.
switch.
Impact—Service is significantly impaired because of switch congestion.
Recovery Action—Examine the status of the switch, and perform any
actions necessary to alleviate congestion.

TFE Event
code Event details
Description—TFE received an invalid CDN.
Impact—The call is not handled properly.
Recovery Action—Check the event logs on the switch.
Description—The switch de-acquired a CDN.
Impact—Calls on the specified CDN are routed to the default skillset (if
defined) or default ACD-DN.
Recovery Action—Check the event logs on the switch.
Description—TFE is unable to acquire a CDN
Impact—The server does not process calls to this CDN. The switch
either routes calls to the default ACD-DN, rejects them, or disconnects
them.
Recovery Action:
1 Use the client to make sure the CDN is configured correctly. Attempt
to acquire the CDN.

TFE Event
code Event details
Description—A request to change the state of a CDN failed
Impact—Calls on the CDN are not handled properly.
Recovery Action:
Description—The received response does not match the outstanding
request.
Impact—TFE cannot treat an incoming response event from another
component.
Recovery Action—If this error follows soon after event 48443, TFE
cannot find the call with the specified ID Note the information in both
this message and in 48443. Contact your Customer Support
representative.
Description—TFE received an invalid reason in a message.
Description—CDN is in a wrong state

TFE Event
code Event details
Description—Call treatment is not executed successfully.
Impact—Calls do not receive the correct treatment.
Recovery Action:
1 Use SMonW to make sure all call processing services are up.
2 Check the error log for any related messages.
Description—The data is out of legal range.
Description—TFE defaulted the call.
Impact—The requested call treatment is not given. The call is routed to
the default skillset (if defined) or default ACD-DN.
Recovery Action—Check the event log for other messages indicating
the source of the problem.
Description—The default skillset for the system is not configured.
Impact—Calls queued to the default skillset are routed to the default
ACD-DN.
Recovery Action:
2 Make sure the server is installed correctly. Reinstall it if necessary.

TFE Event
code Event details
Description—The default recorded announcement is not configured.
Impact—Calls are not given the default RAN.
Recovery Action:
1 Check the configuration of the RAN resource on the switch.
2 Make sure that the RAN provider is up.
Description—A memory allocation error occurred during call
processing.
Impact—Calls are routed to the default skillset (if defined) or default
ACD-DN.
Recovery Action:
Description—The requested call treatment is not completed. This error
is often transient.
Impact—The call is not given the requested treatment.
Recovery Action—If this error occurs frequently, note any error codes
and messages. Contact your Customer Support representative.
switch.

TFE Event
code Event details
Description—A request for a CDN timed out.
Impact—Calls that are not presented are routed to the default skillset (if
defined) or default ACD-DN.
Recovery Action:
2 Use SMonW to make sure that the TFE service is up. If it is not up,
Description—A service request timed out because of a call ID
mismatch. This can be a result of a synchronization problem between
TFE and the other components.
ACD-DN.
Recovery Action—If the problem persists, open Services in Windows to
restart TFE and the affected component.
Description—The link to the switch is up.

TFE Event
code Event details
switch.
Description—VSM cancelled an IVR request.
Impact—The IVR session is cancelled.
Description—TFE received an invalid message type. This error
indicates a version mismatch between TFE and the other components.
ACD-DN.
Recovery Action:
1 Determine whether a software update is applied recently. Make sure
that it is applied correctly.
representative.
Description—TFE received an invalid ACD priority.
Impact—The ACD priority is not handled as expected.
Recovery Action—Check the script to make sure that the ACD priority
is specified correctly. For more information, see the Scripting Guide.
Description—ACD cannot be inserted into the ACD list.
Impact—None

TFE Event
code Event details
Description—ACD cannot be removed from the ACD list.
Impact—None.
Description—The delay time value is out of range.
Impact—Time specified for the wait command is not correct.
Recovery Action—Check the script to make sure that the wait time is
specified correctly. For more information, see the Scripting Guide.
Description—TFE received an unexpected event. This error indicates a
version mismatch between TFE and the other components.
ACD-DN.
Recovery Action:
1 Determine whether a software update is applied recently. Make sure
that it is applied correctly.
representative.
Description—The call is not in a valid state. This error indicates a lack
of synchronization with services provided by the switch.
Impact—The call does not receive the requested treatment.
Recovery Action—If the problem persists, check the switch logs for
more information.

TFE Event
code Event details
Description—TFE received an invalid call ID. This error can indicate a
synchronization problem between TFE and other components.
Impact—The call does not receive the expected treatment.
Recovery Action—If the error persists, open Services in Windows to
restart TFE.
Description—A message sent from ASM to TFE contained invalid data.
Impact—The call is not handled properly.
Recovery Action:
1 Check for related errors in the Event Browser.
representative.
Description—An internal table contains wrong or missing data. This
error occurs if a variable referenced in a script is missing or undefined.
Impact—The script cannot execute properly.
Recovery Action:
1 Make sure all script variables are defined properly.
2 Check for other related error messages.

TFE Event
code Event details
Description—TFE encountered an internal exception
Impact—Global or call variables can be lost.
Recovery Action:
representative.
Description—TFE encountered an unknown variable data type, or a
variable conversion error.
Impact—TFE is not operating properly.
Recovery Action:
Description—A script log message error occurred.

TFE Event
code Event details
Description—A script execution command failed. The requested script
is not active.
Impact—Call processing skips the Execute Script command, and
continues script execution. Otherwise, the call is routed to the default
skillset (if defined) or default ACD-DN.
Recovery Action—Make sure all requested scripts are active, and that
the script is not referring to itself.
Description—A request to Operation, Administration, and Maintenance
service failed.
Impact—The TFE service and other components cannot operate.
Recovery Action:
representative.

TFE Event
code Event details
Description—TFE received an unknown ASM command. This error
occurs if TFE and ASM are different versions.
Recovery Action:
1 Check whether any recent software updates are available.
representative.
Description—TFE received an unknown third-party command. This
error occurs if TFE and another component are different versions.
Recovery Action:
1 Check whether any recent software updates are available
representative.
Description—TFE received an unknown response event.
ACD-DN.
Recovery Action:
representative.

TFE Event
code Event details
Description—A request to change the CDN type failed.
Impact—Calls is routed to the default skillset (if defined) or default
ACD-DN.
Recovery Action—Use the client to check the CDN status. Make sure
the CDN is not acquired before trying to change the CDN type.
Description—TFE failed to validate and lock resources during script
execution.
Impact—TFE is not in proper operational state.
Recovery Action:
2 Make sure any referenced scripts are validated.
Description—A script validation error occurred.
Impact—TFE is not in proper operational state.
Recovery Action:
2 Check the script output file.
representative.

TFE Event
code Event details
Description—A general type mismatch occurred during processing of
call requests.
ACD-DN.
Recovery Action:
representative.
Description—TFE detected an invalid CDN or call state.
Impact—The CDN state cannot be updated, or the call state is invalid.
Recovery Action:
1 If the problem is related to a CDN state, use the client to check the
CDN status. Make sure the CDN is no acquired before trying to change
the CDN type.
2 If the problem is related to a CDN state, make sure the CDN is not
acquired by another server.
3 If the problem is related to a call state, check the script logic. Make
sure the call is presented to an agent or skillset.

TFE Event
code Event details
Description—TFE failed to get the master script binary file from the
database.
Impact—TFE is not in proper operational state. Calls are routed to the
Recovery Action:
1 Use SMonW to make sure that OAM and TFE are up. If they are not
up, open Services in Windows to start them.
2 Open Services in Windows to restart OAM.
services that stop.
Description—TFE failed to get the master script.
Recovery Action:
1 Use SMonW to make sure that OAM and TFE are up. If they are not
up, start them with the Services under Administrative Tools in Windows.
services that stop.

TFE Event
code Event details
Description—TFE failed to set the master script status.
Recovery Action:
1 Use SMonW to make sure that OAM is up. If it is not up, start it with
the Services under Administrative Tools in Windows.
2 Make sure that the script is validated, and try to activate it again.
Description—TFE failed to activate the master script.
Recovery Action:
Description—TFE failed to get the network script binary file from the
database.
Impact—Network calls are not handled properly.
Recovery Action:

TFE Event
code Event details
Description—TFE failed to get the network script.
Recovery Action:
Description—TFE failed to set the network script status.
Recovery Action:
Description—TFE failed to activate the network script.
Recovery Action:
3 Reactivate the network script.

TFE Event
code Event details
Description—The total number of skillsets exceeds the maximum.
Recovery Action—Check your script commands to ensure that they do
not queue calls to an excessive number of skillsets. For more
information, see the relevant Contact Center Scripting Guide.
Description—TFE encountered invalid data. Another service
encountered a problem.
Impact—Calls are not processed properly.
Recovery Action—Check the log for related messages.
Description—An error occurred during loading of a script.
Impact—TFE is not operating properly. Calls are routed to the default
skillset (if defined) or default ACD-DN.
Recovery Action:
3 Reactivate the network script.

TFE Event
code Event details
Description—TFE is unable to process a voice segment.
Impact—The requested voice segment does not play.
Recovery Action:
1 Use SMonW to make sure that VSM is up. If it is not up, start it with
2 Open Services in Windows to restart VSM.
Restarting VSM takes several minutes. While VSM is down, calls do not
receive voice treatments.
Description—A VSM request failed during VSM task execution.
Impact—Calls do not receive voice treatments. Calls are routed to the
Recovery Action—Check the log for related VSM error messages.
Description—An error occurred while TFE is reading a script file.
Impact—TFE is not properly operational.
Recovery Action:
3 Reactivate the script.

TFE Event
code Event details
Description—The compiled script file is not compatible with TFE.
ACD-DN.
Recovery Action:
3 Reactivate the script.
Description—TFE encountered an error when validating and activating
a script file.
Impact—TFE is not properly operational.
Recovery Action:
Description—The CDN is not in acquired state.
Impact—The CDN state change cannot execute as expected.

TFE Event
code Event details
Description—The CDN type remained the same.
Description—TFE received a call with a call ID that is in already in use
by another call. This problem occurs during periods with high call rates.
ACD-DN.
Recovery Action—If the problem occurs frequently, note any error
codes and messages. Contact your Customer Support representative.
Description—An application presented an unknown call to TFE.
Description—A script command relating to an agent or skillset failed.
This error can result from problems in the script.
Impact—The command does not execute.
Recovery Action—Check for syntax errors in the script. Look especially
at Queue To Agent and Queue To Skillset commands, Remove From
Agent and Remove From Skillset commands, and Change Priority In
Agent and Change Priority In Skillset commands.
Description—TFE encountered an invalid call ID.
Impact—TFE does not process the call.
Recovery Action—Check the switch logs for errors.

TFE Event
code Event details
Description—TFE is unable to process a script command relating to
agents or skillsets.
Impact—The command is not executed.
Recovery Action:
1 Use SMonW to make sure that ASM and TFE are up. If they are not
up, start them with the Services under Administrative Tools in Windows.
2 Check the script syntax.
3 Use the client to make sure that all skillsets are defined correctly.
4 Open Services in Windows to restart ASM.
Label—Call not presented to agent. (State: %np1. Call id: %np2. File/
Func: %nvs.)
Description—Failed to present a call to an agent.
Impact—Call is processed by default ACD DN.
Admin Action—Ensure that ASM and TFE services are in UP state.
ASM and TFE services need to be restarted.
CTAS Action—Transient error. Ensure that ASM and TFE services are
in UP state. ASM and TFE services need to be restarted.

TFE Event
code Event details
Description—An internal error occurred.
Impact—Calls are not processed properly.
Recovery Action:
1 Use SMonW to make sure that all services are up. If any services are
not up, start them with the Services under Administrative Tools in
Windows.
Description—TFE failed to reserve the specified agent.
Impact—The call is not queued to the agent. The call is routed to the
Recovery Action:
1 Use SMonW to make sure that ASM is up. If it is not up, start it with
2 Make sure that all agents and skillsets are defined correctly.
Description—TFE detected a switch configuration error.
Impact—TFE does not operate properly.
Recovery Action:
from Contact Center Manager Server to the switch.
2 Use SMonW to make sure that TFE is up. If it is not up, start it with the
Services under Administrative Tools in Windows.
representative.

TFE Event
code Event details
Description—The skillset has no active agents.
Impact—Expected Wait Time is not calculated for this skillset.
Description—The denominator of an expression in a script is zero.
Impact—The value of the expression is substituted with zero. This can
lead to unexpected call flow.
Recovery Action—Check the script logic. Use an If statement to check
the denominator before using it in the expression.
Description—A TFE request failed because memory cannot be
allocated.
Impact—The system is running low in memory. Normal operation is
likely to be affected.
Recovery Action:
any applications that are not essential to operation of the server.

TFE Event
code Event details
Description—TFE cannot install the requested resources.
ACD-DN.
Recovery Action:
services that stop.
Description—An HDX variable is too long. The value of a call variable
received from Host Data Exchange (HDX) is not assigned properly.
Impact—Call commands that depend on the value of the variable does
not work as expected.
Recovery Action—Note the length of the data passing into the script
from HDX.
Description—A host Data Exchange (HDX) application did not respond
within the system-defined time limit.
Impact—Host Data Exchange statements not executed as expected.
Recovery Action—Make sure the HDX application is running.

TFE Event
code Event details
Description—A Send Request statement sent to the HDX component
failed
Impact—The Host Data Exchange statements do not execute as
expected.
Recovery Action:
1 Make sure the HDX application is running.
2 Open Services in Windows to restart TFE, HDX, and the application.
Description—A Send Info statement sent to the HDX component failed.
Impact—The Host Data Exchange statements do not execute as
expected.
Recovery Action:
1 Make sure the HDX application is running.
2 Check the script to make sure that the data sent to HDX is valid.
Description—The third-party application does not exist.
Impact—Host Data Exchange statements do not execute as expected.
Recovery Action—Make sure the HDX application is running, and that
it successfully registered with Contact Center Manager Server.

TFE Event
code Event details
Description—The application ID's for the Send Request and Get
Response commands must match.
Impact—TFE is unable to execute the Send Request or Get Response
commands.
Recovery Action—Check the script to make sure that the application
IDs in the Send Request and Get Response commands match.
Description—The number of call variables exceeded the limit.
Impact—Unable to execute Send Request/Get Response.
Recovery Action—Make sure that the number of call variables in the
script command is valid. For more information, see the Scripting Guide.
Description—A script command failed to execute. This error occurs if
the CDN on which the call arrives is not acquired and controlled by the
server.
ACD-DN.
Recovery Action:
1 Use the client to make sure that the CDN is configured and acquired.
2 Make sure the CDN is configured correctly on the switch.
Description—The switch cannot disconnect a call.
Impact—The specified call cannot be disconnected.
Recovery Action—Make sure you are using the correct trunk types. For
assistance, contact your Customer Support representative.

TFE Event
code Event details
Description—A script tried to play a voice segment file that does not
exist.
Impact—The caller does not hear the expected voice segment.
Recovery Action—Make sure that the voice file specified for a voice
segment exists, and that it is correctly referenced in the script.
Voice file names are case-sensitive. When you reference a voice file in a
script or variable, make sure that the filename matches the name you
created in the Voice Prompt Editor.
Description—The event handler failed during execution of a command.
Recovery Action—Check the script syntax. See the Scripting Guide for
more information.
Description—Host Data Exchange Provider Register ID must match the
script application ID.
Impact—Host Data Exchange statements are not executed.
Recovery Action—Make sure that the Provider Register ID matches the
script application ID.
Description—A call cannot be queued or removed from a queue, or the
call priority cannot be changed for the specified skillset.
Impact—The script command is not executed.
Recovery Action—Check the script logic. A call cannot be queued to a
skillset if it is already queued. It cannot be removed from a skillset or
have its priority changed if it is not queued. For more information, see the
Scripting Guide.

TFE Event
code Event details
Description—A caller-entered data field contains more than 32 digits.
Impact—The caller-entered data is discarded. Call processing does not
proceed as expected.
Recovery Action—Make sure that the caller-entered data field contains
only 32 digits.
Description—The caller-entered data contains more than ten fields.
Impact—TFE ignores data in any fields after the first ten fields.
only ten fields.
Description—A caller-entered data field contains non-digits.
Impact—The caller-entered data is discarded. This can affect the script
processing based on the caller-entered data.
only digits.

TFE Event
code Event details
Description—The communication interface between TSM and TFE is
lost.
Impact—Call center service can be significantly impaired.
Recovery Action:
1 Use SMonW to make sure that TSM is up. If it is not up, start it with
2 Open Services in Windows to restart TSM.
Restarting TSM takes several minutes. While TSM is down, all calls are
handled by the ACD software on the switch.
representative.
Description—TFE encountered an invalid command in the
Network_Script or an SUbscript when processing an incoming network
call.
Impact—The invalid script command is not executed. Processing
continues with the next command in the script.
Recovery Action—Check the script syntax to ensure that it does not
contain invalid commands. For more information, see the relevant
Contact Center Scripting Guide.
Description—The thread can be hung.
Impact—TFE is not operating properly.
Recovery Action—If the service does not restart properly, reboot the
server.

TFE Event
code Event details
Description—The TFE thread received event messages from the switch.
Impact—TFE can stop processing calls until it receives a recovery
message from the switch.
Description—The message location reveals the last activity of a relating
thread. This message appears after a polling time out.

Telephony Services Manager
Telephony Services Manager (TSM) is the service that provides an interface

between the server and the telephony switch. In the Services control panel, this
service appears as NBTSM_Service or NITSM_Service (networking version).
Telephony Services Manager events
TSM Event
code Event details
Description—The TSM service type is unknown.
Description—Contact Center Manager Server is not responding to the
switch. This error occurs if the link between the switch and server is
down. The server attempts to reset the link.
Impact—Calls are routed to the default ACD-DN.
Recovery Action—If the link does not reset, note any error codes and
messages. Contact your Customer Support representative.
Description—At startup, the switch rejected an attempt to log in. This
error can occur if a message is corrupted while Contact Center Manager
Server is attempting to log in to the switch.
Impact—The server tries to log in again. After five attempts, a Critical
error is reported.

TSM Event
code Event details
Description—At startup, Contact Center Manager Server did not receive
a response to a logon attempt.
error is reported.
Description—Contact Center Manager Server is not able to log in to the
switch. This error occurs if:
the logon parameters are incorrect
the switch is not configured to allow the server to log in
error is reported.
Recovery Action:
1 Use the Feature Reports utility to check the switch information.
2 Check the switch configuration to ensure that the server is defined, and
that the server logon parameters match the parameters defined on the
switch.
switch because the switch does not have the required resources.
error is reported.

TSM Event
code Event details
switch because the LinkSet name specified in the logon request is
invalid. This error occurs if:
the logon parameters are incorrect
error is reported.
Recovery Action:
switch.
switch because the LinkSet name specified in the logon request is
invalid. This error occurs if:
the ELAN address is configured incorrectly in the Windows registry
error is reported.
Recovery Action:
switch.
representative.

TSM Event
code Event details
Description—The switch returned an unknown error while Contact
Center Manager Server is trying to log in. The logon failed.
error is reported.
Description—Contact Center Manager Server established an ELAN
network interface connection with the switch, but it is not able to log in.
Preceding messages indicate the reason for the failure.
Impact—The server tries to log in again. Until it is successful, all calls
are handled by the ACD software on the switch.
Recovery Action:
switch.
3 Make sure the switch is running a compatible software load.
4 Check the switch error logs for problems.
representative.
Description—Contact Center Manager Server established a link to the
switch. The server is trying to log in.

TSM Event
code Event details
Description—The link to the switch is broken.
Impact—The server tries to reestablish the connection. Until it does, all
calls are handled by the ACD software on the switch.
Description—Contact Center Manager Server successfully logged on to
the switch. The switch is ready to accept requests from and send
information to the server.
Impact—The server is ready to begin operation.
Description—The switch has not responded to several continuity
messages sent by Contact Center Manager Server.
Impact—The server tries to reestablish the connection. Until it does, all
calls are handled by the ACD software on the switch.
Recovery Action:
representative.
Description—While Contact Center Manager Server is connected to the
switch, it is notified of a new ELAN network interface connection. This
error occurs if a server component restarts after a failure.
Impact—The server breaks the current connection, and connects again.

TSM Event
code Event details
Description—Contact Center Manager Server is unable to connect to the
switch, because the check for the dongle failed.
Impact—All calls are handled by the ACD software on the switch.
Recovery Action—Make sure that the correct dongle is properly
installed.
Description—An attempt to create the IVR connection's listening socket
failed. This error occurs if another application is using the same socket
port.
Impact—The IVR system is not available. The server continues to
process calls, but no caller entered data is available.
Description—Contact Center Manager Server refused a connection
request from the IVR system. This error indicates an internal error on the
server.
process calls, but no caller-entered data is available.
Recovery Action:
representative.

TSM Event
code Event details
Description—Contact Center Manager Server successfully established a
connection to an IVR system.
Impact—Calls can be processed by the IVR system, and caller-entered
data is sent to the server.
Recovery Action:
representative.
Description—The IVR system disconnected from the server.
process calls, but no caller entered data is available.
Recovery Action—Check the status of the IVR system.
Description—Contact Center Manager Server received data from a port
or DN that is not currently configured for IVR. This error occurs if voice
ports are not configured properly.
Impact—The server discards the data. Caller-entered data is not
available for the call.
Recovery Action:
1 Use the client to verify that the voice port is configured correctly.
2 Make sure the IVR system TAPI communication module file is
configured correctly. Ensure that the order of the DNs matches the
reported voice ports and position IDs.

TSM Event
code Event details
Description—The data that Contact Center Manager Server received
exceeded the maximum supported limit of 128 bytes. To avoid data
corruption, the server discards the message.
Impact—The server discards the data. Caller-entered data is not
available for the call.
Recovery Action—Make sure that the IVR system's voice session script
does not collect more than 128 bytes of data.
Description—The number of calls waiting in the system exceeds the
system limit of 15000. This error can indicate a call center overload
situation, or some other service anomaly.
Impact—Instead of queuing to a CDN, incoming calls are routed to the
default ACD-DN. If the error results from an abnormal event, service
returns to normal after the event.
Recovery Action—If the problem persists, reduce the number of calls
queued to the CDNs. Do so in one of the following ways:
log in additional agents
change the script to give a different call treatment
Description—The number of calls waiting in the system returned to less
than the engineered maximum (15,000).

TSM Event
code Event details
Description—The advanced voice processing script commands (Open
Voice Session and Give Controlled Broadcast) require a Meridian Mail
mailbox. The password for this mailbox expired.
Impact—As long as the Maximum Invalid Logon Attempts permitted
per mailbox configured in Meridian Mail is greater than the number of
voice ports, voice processing continues to operate until 2:00 a.m. the
following day. At 2:00 a.m., all voice processing commands, except for
Give IVR, stop working, unless the password is changed.
Recovery Action—Change the password in one of the following ways:
with the Meridian Mail VM voice service
from the Meridian Mail administration screen
After changing the password, update the password on the client by
choosing, from the IVR ACD-DNs window, File, Global Settings.

Toolkit
Toolkit is the messaging infrastructure for Contact Center Manager Server. It

handles communication among the services.
Toolkit events
Toolkit Event
code Event details
Description—A Contact Center Manager Server service cannot register
with the Windows Service Control Manager (SCM).
Impact—The service does not start properly.
Recovery Action:
1 Restart the service.
Restarting the server takes several minutes. While the server is down, the
ACD software on the switch handles incoming calls.
representative.

Toolkit Event
code Event details
Description—A Contact Center Manager Server service cannot register
with the Windows Service Control Manager (SCM).
Impact—The service does not start properly.
Recovery Action:
1 Restart the service.
Restarting the server takes several minutes. While the server is down, the
ACD software on the switch handles incoming calls.
representative.
45304 Label—"%ads"
Severity—Critical
Description—A notification message send to a client failed due to that
send timing out.
Impact—That particular client does not receive any more messages on
the specified channel.
Admin Action—If known, manually restart the affected client
component or service. Otherwise restart the client. Note any error codes
or messages and contact your Customer Support Representative.
CTAS Action—Note any error codes or messages and contact Nortel
Product Support.

Toolkit Event
code Event details
45305 Label—%nvs, WaitForMultipleObject() failed with error %np0

Severity—Major
Description—Wait for Multiple Objects returned an error. If the Error
code returned is 6 or 183, the problem is handled and the service is not
terminated. If not, the Service terminate.
Impact—A service can terminate if the error code is not 6 or 183.
Admin Action—Note any error codes and messages and contact your
Customer Support Representative.
CTAS Action—Note any error codes and messages and contact Nortel
Product Support.

Voice Services Manager
Voice Services Manager (VSM) is the service that provides an interface between
the server and the voice-processing system.
Voice Services Manager events
VSM Event
code Event details
Description—A voice processing script failed due to a memory
allocation failure. The system is running low on memory.
Impact—Voice processing script commands (Open Voice Session, Give
Controlled Broadcast, or Give IVR) does not operate properly.
Recovery Action:
1 Test the system manually by calling a script that uses voice processing
commands and Queue to Skillset commands (to present the call to an
agent). Confirm that calls receive the expected voice processing, skillset
queuing, and call presentation.
2 If the problem persists, use the CapTool application to verify that your
configuration satisfies the capacity requirements of the system workload.

VSM Event
code Event details
Description—VSM cannot acquire or monitor a resource, such as a
CDN, IVR ACD-DN, or voice port.
Controlled Broadcast, and Give IVR) does not operate properly. Calls are
routed to the default skillset (if defined) or default ACD-DN.
Recovery Action
1 Use SMonW to make sure all services are up. If a service is not up, use
the Services control panel to start it.
2 Check the status of the IVR ACD-DNs and voice ports on the server
and the switch. Make sure that they are acquired.
3 If the resources are not acquired, make sure they are configured
correctly on both the switch and the server.
4 Use the client to log onto the Voice Prompt Editor. If you cannot, use
the Meridian Mail Universal Link Monitor to confirm that the ACCESS
link is operational.
5 Make sure that the ACCESS Class numbers in the Meridian Mail
Channel Allocation table match the Channel numbers defined in Contact
6 Make sure that the voice port TNs configured on the server match
those in the Meridian Mail Channel Allocation Table.
7 Confirm that the voice port TNs are configured properly on the switch.
48816 Severity—Debug
Description—Timing is completed for an operation with required
timing. This event helps to trace the progress of an operation.

VSM Event
code Event details
Description—VSM startup failed. The server attempts to start VSM
again in 5 to 10 minutes.
Controlled Broadcast, and Give IVR) are unavailable for 5 to 10 minutes.
During this period, calls are routed to the default skillset (if defined) or
default ACD-DN.
Recovery Action
1 Use SMonW to make sure VSM is up. If VSM is not up, use the
2 If VSM is up, test scripts containing voice processing commands to
ensure that calls are handled correctly.
3 If the problem persists, use the CapTool application to determine
whether your system configuration satisfies the capacity requirements of
your workload.

VSM Event
code Event details
Description—VSM is unable to communicate with TSM during startup.
TSM provides the interface between the switch and external voice
resource units. This message can appear multiple times as VSM repeats
the attempt to connect.
Controlled Broadcast, and Give IVR) fail until VSM connects to TSM.
Recovery Action
1 Use SMonW to make sure TSM and VSM are up. If they are not up,
use the Services control panel to start them.
queuing, and call presentation. If calls are handled properly, the system
resolved the problem.
3 If voice processing commands do not work properly, use the Feature
Reports utility to check the switch information (switch IP address,
software release number, and so on).
to the telephony switch.
5 If the problem occurred during a system restart or if the problem
persists, restart the server.
Restarting the server takes several minutes. While the server is down,

VSM Event
code Event details
Description—OAM did not correctly process a VSM request to update
the status of a resource (IVR ACD-DN or voice port). The server status
for the resource does not reflect the actual switch status for the resource.
(For example, it can show as AcquirePending instead of AcquireLogin).
Controlled Broadcast, and Give IVR) can fail.
Recovery Action—Use the client to check the status of the IVR ACD-
DNs and voice ports.
If an IVR ACD-DN or voice port is not in Pending state, deacquire
and acquire it.
If an IVR ACD-DN or voice port remains in AcquirePending or
DeacquirePending state, contact your Customer Support
representative. The UNPEND utility, available from your
representative, can resolve this problem.
Description—A failure occurred in the setup or execution of the internal
VSM object that handles execution of an operation. The failure is an
internal failure in VSM.
Impact—The operation is canceled.
Recovery Action—Note any error codes and messages. If the problem
persists, contact your Customer Support representative.

VSM Event
code Event details
Description—VSM cannot retrieve switch information (such as switch
ID, switch name, or customer number). Without this information, VSM
cannot monitor switch resources. This problem occurs during VSM
startup.
Controlled Broadcast, and Give IVR) fail.
Recovery Action
1 Use SMonW to make sure VSM is up. If VSM is not up, use the
3 If calls are not handled properly, use the Feature Reports utility to
check the switch information.
to the telephony switch.

VSM Event
code Event details
Description—Communication with another system service is
unexpectedly terminated. The server automatically restarts VSM.
Controlled Broadcast, and Give IVR) are unavailable for 5 to 10 minutes.
During this period, calls are routed to the default skillset (if defined) or
default ACD-DN.
Recovery Action
1 Use SMonW to make sure all services are up. If a service is not up, use
the Services control panel to start it.
3 If the problem persists, use the CapTool application to verify that your
configuration satisfies the capacity requirements of the system workload.

VSM Event
code Event details
Description—A call is routed to an IVR ACD-DN that is dedicated to a
voice processing script command (Open Voice Session, Give Controlled
Broadcast, and Give IVR). This error occurs if:
someone accidentally dials the IVR ACD-DN
voice ports are shared with other applications
a maintenance utility, such as Meridian Mail CallPath Diagnostics, is
using the voice ports
Impact—If this problem occurs infrequently, it has little impact. If it
occurs frequently, voice processing can fail intermittently.
Recovery Action
1 Make sure all voice ports used for voice processing are dedicated to
2 Check the ACD-DN and originating DN specified in the event. Review
all manual and automated sources of calls within the site to identify the
ones that are routing calls to this ACD-DN.
Description—The number of voice segments to be played is more than
the system limit of 50.
Impact—VSM plays only the first 50 voice segments.
Recovery Action—Review the scripts executed to see which Play
Prompt or Give Controlled Broadcast Announcement command exceeds
the limit.
You can use multiple Give Controlled Broadcast Announcement or Play
Prompt commands.

VSM Event
code Event details
Description—A voice prompt variable used in an active script refers to a
voice segment that does not exist.
Impact—Voice script commands (Open Voice Session and Give
Controlled Broadcast) containing the problem voice prompt variable do
not work. Calls are routed to the default skillset (if defined) or default
ACD-DN.
Recovery Action:
1 Use the file name indicated in the event label to identify the variable
that is failing. With the Voice Prompt Editor, play back the prompts to
confirm that each variable refers to valid segments.
The product is not shipped with prerecorded numbers. You must record
voice prompt segments for numbers.
2 Make sure that the voice segments are saved to the server.
Description—A voice prompt variable used in a script refers to a voice
file that does not exist.
Impact—Voice script commands (Open Voice Session and Give
Controlled Broadcast) that use this voice prompt variable do not work.
Calls are routed to the default skillset (if defined) or default ACD-DN.
Recovery Action:
1 Use the file name indicated in the event label to identify the variable
that is failing. With the Voice Prompt Editor, confirm that the variable
refers to a valid file.
The product is not shipped with pre-recorded numbers. You must record
voice prompt segments for numbers.
2 Make sure that the voice segments are saved to the server.

VSM Event
code Event details
Description—The voice-processing system presented a call to Contact
Center Manager Server for an Open Voice Session, but did not receive an
Answer Call message within the specified timeout period. The Voice
Services engine sent a Voice Play End for the specified device, with
reason Session End Without Answer, and released the voice port. VSM
deacquired and reacquired the voice port to make it available for
subsequent calls.
Impact—The call that is using the port is defaulted.

Toolkit event codes
Toolkit event
code Event details
Description—A service cannot complete the registration process with
the WinNT service control manager.
Impact—A service component cannot be started properly.
Admin Action—Manually restart the service. If the service cannot be
restarted, try to reboot the server.
A call of Win32 API RegisterServiceCtrlHandler() failed. Check to see if
the registry entries associated with the service component are valid. A
service component can be corrupted or there can be version conflicts
between software components.
Description—A service cannot complete the registration process with
the WinNT service control manager.
Impact—A service component cannot be started properly.
Admin Action—Manually restart the service. If the service cannot be
restarted, try to reboot the server.
CTAS Action—A call of Win32 API StartServiceCtrlDispatcher()
failed. Check to see if the registry entries associated with the service
component are valid. A service component can be corrupted or there can
be version conflicts between software components.

Toolkit event
code Event details
Label—Sequential message buffer overflow. Expecting message number
%np0.
Description—This event occurs when there is a sequential message
buffer overflow in the system.
Impact—Some calls are not pegged correctly.
Admin Action—Note any error codes or messages and contact your
Product Support.
Label—"""%nvs"" not started (rc = %np0) due to invalid keycode ( req:
%xp1, avail: %xp2)"
Description—The keycode on the current system disallows the
execution of the specified Symposium service component.
Impact—A Symposium service component cannot be started with the
current keycode.
Admin Action—Check the current keycode option on the system.
Contact your product vendor if the keycode is invalide or an upgrade is
required.
CTAS Action—Verify that the customers have the correct keycodes to
start the Contact Center services they purchased. Contact Nortel Product
Support if the problem persists.

Toolkit event
code Event details
Label—"""%ads"""
Description—A notification message – a client failed due to that send
timing out.
Impact—That particular client does not receive any more messages on
the specified channel.
Admin Action—If known, manually restart the affected client
component/service. Otherwise restart the client. Note any error codes or
messages and contact your Customer Support Representative.
CTAS Action — Note any error codes or messages and contact Nortel
Product Support.
Label—"%nvs, WaitForMultipleObject() failed with error %np0"
Description—Wait for Multiple Objects returned an error. If the Error
code returned is 6 or 183, the problem is handled and the service is not
terminated. If not, the service terminates.
Impact—A service can terminate if the error code is not 6 or 183.
Admin Action—Note any error codes or messages and contact your
Product Support.

Toolkit event
code Event details
45320 Severity—Info
Label—"A Toolkit service has started, Service: ""%ads"""
Description—An internal service in the Contact Center started. The
service name is given in the event text.
Impact—This event is logged on all Toolkit service start conditions for
any service that is not covered by any of the other startup event codes in
the range 45321-28.
Admin Action—No action is required if the service startup is expected,
for example, if the service was previously stopped for a known reason. If
a service started unexpectedly, contact your Customer Support
Representative noting any related error codes and messages.
CTAS Action—If the service started unexpectedly, note any error codes
or messages and contact Nortel Product Support.
Description—The SDP service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The RDC service in the Contact Center started.
this service.
Description—The HDC service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The HDM service in the Contact Center started.
this service.
Description—The SDMCA service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The EB service in the Contact Center started.
this service.
Description—The IS service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The TFE service in the Contact Center started.
this service.
Description—The ASM service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The VSM service in the Contact Center started.
this service.
Description—The NCP service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The OAM service in the Contact Center started.
this service.
Description—The AUDIT service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The MLSM service in the Contact Center started.
this service.
Label — “A Toolkit service has started, Service: ""%ads"""
Description—The TFA service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The NDLOAM service in the Contact Center started.
this service.
Description—The NCCOAM service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The NITSM service in the Contact Center started.
this service.
Description—The NBTSM service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The DDC service in the Contact Center started.
this service.
Description—The ES service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The RSM service in the Contact Center started.
this service.
Description—The TFABRIDGE service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The HAI service in the Contact Center started.
this service.
Description—The TFEBRIDGE service in the Contact Center started.
this service.

Toolkit event
code Event details
Description—The TC service in the Contact Center started.
this service.
Description—The CCMS_NIMSM service in the Contact Center
started.
this service.

Toolkit event
code Event details
Description—The CCMS_NBMSM service in the Contact Center
started.
this service.
Label—"A Toolkit service has stopped, Service: ""%ads"""
Description—An internal service in the Contact Center stopped. The
service name is given in the event text.
Impact—The Contact Center is not fully functional if any of its services
stopped. This event is logged on all Toolkit service stop conditions for
any service that is not covered by any of the other stopped event codes in
the range 45361-68, including when a stop or shutdown command is sent
to the service through the Windows Service Control Manager.
Admin Action—No action is required if the service stop is expected, for
example, if the service was deliberately stopped using the Windows
Service Control Manager. Otherwise, attempt to restart the service named
in the event text through the Windows Service Control Manager. Contact
your Customer Support Representative noting any related error codes and
messages.
CTAS Action—Collect any log files for the affected service and for
Toolkit, if available, and contact Nortel Product Support.

Toolkit event
code Event details
Description—The SDP service in the Contact Center stopped.
this service, including when a stop or shutdown command is sent to the
service through the Windows Service Control Manager.
messages.
Description—The RDC service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The HDC service in the Contact Center stopped.
messages.
Description—The HDM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The SDMCA service in the Contact Center stopped.
messages.
Description—The EB service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The IS service in the Contact Center stopped.
messages.
Description—The TFE service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The ASM service in the Contact Center stopped.
messages.
Description—The VSM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The NCP service in the Contact Center stopped.
messages.
Description—The OAM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The AUDIT service in the Contact Center stopped.
messages.
Description—The MLSM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The TFA service in the Contact Center stopped.
messages.
Description—The NDLOAM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The NCCOAM service in the Contact Center stopped.
messages.
Description—The NITSM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The NBTSM service in the Contact Center stopped.
messages.
Description—The DDC service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The ES service in the Contact Center stopped.
messages.
Description—The RSM service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The TFABRIDGE service in the Contact Center stopped.
messages.
Description—The HAI service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The TFEBRIDGE service in the Contact Center stopped.
messages.
Description—The TC service in the Contact Center stopped.
messages.

Toolkit event
code Event details
Description—The CCMS_NIMSM service in the Contact Center
stopped.
messages.
Description—The CCMS_NBMSM service in the Contact Center
stopped.
messages.

Appendix E
Change the names or IP addresses of

servers
In this appendix
Overview 2796
Change the Contact Center Manager Server name 2797
Change the Contact Center Manager Server IP address 2811
Change the Contact Center Manager Standby Server name 2828
Change the Contact Center Manager Standby server IP address 2848
Change the co-resident server name 2872
Change the co-resident server IP address 2895
Change the Contact Center Manager Administration server name 2906
Change the Contact Center Manager Administration server IP address 2923
Change the Communication Control Toolkit server name 2930
Change the Communication Control Toolkit IP address 2940
Change the Contact Center Multimedia server name 2944
Change the Contact Center Multimedia IP address 2956
Change the Contact Center Multimedia Standby server name 2963

Change the names or IP addresses of servers Standard 6.14
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 License Manager server
Contact Center Manager Standby Server (and Replication Server)
Contact Center Manager Administration server
Contact Center Multimedia server
Contact Center Multimedia Standby server
You can install one or more server software applications on the same server.

January 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 2872.
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 Manager Server.
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

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.
3 Click Change.
4 Enter the new server name.
5 Click OK.
6 Click Yes.
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
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.
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 2802.
ATTENTION
Incorrectly modifying a host table can cause extensive
network problems. Before you modify host tables, review
the information about hosts in the supporting
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.
Save the file without an extension so that your system recognizes the
changes.
Result: The system automatically reads the new settings.
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 2803.
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 >

4 Double-click CCT Server in the right pane of the NCCT 6.0 Console.


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
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.


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
Administrator application.


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 2807.
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.

3 In the Contact Center Multimedia Administrator window, expand Contact

Center Multimedia.
4 Expand General Administration.
5 Double-click Server Settings.
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.
Result: A warning appears describing potential errors for changing this
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.
server. Click OK to accept.
16 Restart the Multimedia services using the following steps:
a. On the Start menu, click All Programs > Nortel Contact Center >
Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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 2895.
Nortel server subnet

If you are changing the IP address of a Nortel server subnet, you must complete
1. Change the Contact Center Manager Server IP address on the Contact
2. Update the Contact Center Manager Server IP address in the Server
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
2826.
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 >
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.
7 Right-click the LAN connection of the Nortel server subnet network
interface card, and then click Properties.
10 In the Properties window, click Close.

Configure the Contact Center Manager Server with the new IP

address
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.

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
Manager Server. 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 2819.
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


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

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.
1 Log on to the Contact Center Manager Administration server.


4 In the Primary License Manager Server's IP Address box, type the new
IP address.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Manager service.
7 Click Yes to restart the License Manager service.
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 2823.
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.


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.
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 2835.
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 2835.


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 Manager Server.
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
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:
Synchronization Utility dialog box appears.

3 Click OK.
name. If the names match, continue with step 5. If the names do not match,
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 2839.
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 2841.
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
Administrator application.


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 2844.
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 2855, 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 2855, 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 2855,
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 2855, 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

1. Change the Contact Center Manager Server IP address on the Contact

2. Update the Contact Center Manager Server IP address in the Server
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
2870.
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
Manager Server. 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 2863.
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

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.
1 Log on to the Contact Center Manager Administration server.


4 In the Primary License Manager Server's IP Address box, type the new
IP address.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Manager service.
7 Click Yes to restart the License Manager service.
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 2867.
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 2875.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
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.


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 2877.
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.
Networks\WClient\Apps\Supportutil, where C is the drive on which
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: 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
> Internet Information Services (IIS) Manager.

computer).
4 Right-click Default Web Site, and then select Properties from the resulting
menu.


7 Click Browse.
8 Click Advanced.

9 Click Find Now.

10 In the list of user accounts, select IUSR_SWC, and then click OK.
account listed.

11 Click OK.
Result: The Authentication Methods dialog box reappears with the
12 In the Password box, type the same password that you originally used for
this account when you configured it.
13 Click OK.

Resetting the iceAdmin password

1 On the co-resident server, click Start > All Programs > Nortel Contact
Center > Manager Administration > Configuration.

Result: The iceAdmin Password Change dialog box appears.


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 2884.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 2883.
Exporting scheduled reports

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 2884.
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 2885.
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 2888.
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
2891.
ATTENTION

changes.

Center Multimedia.



7 Click Edit.
Server.
9 Click Save.

10 Click Contact Center Administrator Server to select it.

11 Click Edit.
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 2898.
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 2899.
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.


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).
Networks\WClient\Apps\Supportutil, where C is the drive on which
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.
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

Programs > Administrative Tools > Internet Information Services (IIS)
Manager.
computer).



7 Click Browse.

8 Click Advanced.

9 Click Find Now.


click OK.
11 Click OK.
Result: The Authentication Methods dialog box reappears, with the
12 In the Password box, type the same password that you originally used for
this account when you configured it.

13 Click OK.
Resetting the iceAdmin password




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 2884.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 2883.
Exporting scheduled reports


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.
administrator.
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
account password.
6 Click OK.
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 2917.
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
2920.
ATTENTION


changes.

Center Multimedia.


Result: The Server Settings window appears.
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
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
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


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.
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
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.

2937.
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.
8 In the Server Port box, change the port number of the server as required.
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.
10 Click OK to accept.
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.

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.


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

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.

2937.
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 2947.
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.
7 In the Server Port box, change the port number of the server as required.
The default server port is 1972.
8 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.
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.
2 Expand E-mail Administration.
3 Double-click E-mail Configuration.
Result: The E-Mail Configuration window appears.
4 In the Attachment Files section, update the four path names to show the
new server name.
5 Click Save.
6 Close the Contact Center Multimedia Administrator.

b. Click Stop All.

c. Click Start All.
Configuring 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 after you change the name of the Contact
Center Multimedia server.
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 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.
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.
c. Close the services window.
2 On the external Web server, navigate to
..\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>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.
8 Open the web.xml file in Notepad or another text editor.

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.
12 Delete all files in the following folders:
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\WebComms\org\apache\jsp
13 Start 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 Start.
c. Close the services window.
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 2952.
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

1 In a Web browser, type http://<CCMA_ServerName>, where

<CCMA_ServerName> is the name of the server where Contact Center
Manager Administration is installed.
2 Log on as the Web administrator.
3 Click Configuration.
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.
7 In the Password box, type the password for the reporting user name for the
server. The default user password is mmRep.
8 From the Type list, select CCMM.

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.
14 On the Launchpad menu, click Logout.

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.


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 2947.
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 2952.
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 2940.
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.


Appendix F
Troubleshoot and support
In this chapter
Overview 2972
Section A: Installation and upgrade problems 2975
Section B: Contact Center Manager Server problems 3001
Section C: Replication Server problems 3011
Section D: License Manager problems 3019
Section E: CCMA and CCMS communication problems 3043
Section F: Client PC problems 3051
Section G: CCMA server problems 3075
Section H: Real-Time Statistics Multicast problems 3093
Section I: Real-time reporting 3107
Section J: Historical Reporting and Report Creation Wizard problems 3127
Section K:Access and Partition Management problems 3151
Section L: Other CCMA component problems 3157
This section describes how you can obtain support from Nortel. 2972
Other documents 2973

Troubleshoot and support Standard 6.14
Overview
This section describes how you can obtain support from Nortel.
Technical support
Software-only support is available for the Platform Vendor Independence
solution.
Software-only support
This support is available for customers who purchase Contact Center Manager
Server Release 6.0 software to install on a third-party Windows Server 2003
platform.
Nortel provides support for installation and configuration questions concerning

the operating system (when it concerns Contact Center Manager Server), the
Contact Center Manager Server software, and its third-party components.
For this release of Contact Center Manager Server, there is no hardware support
for the server. Customers must forward all related hardware issues to their
hardware vendor. The hardware vendor must supply the appropriate hardware
diagnostic software.
General troubleshooting procedures

Hardware problem—All hardware diagnostics are the responsibility of the
platform manufacturer, and are not included in this guide. This section reviews
and suggests remedies for problems that can impede normal operation. Always
check with the manufacturer's instructions and recommendations before you
perform any hardware-related procedure.
Network-related error—If the problem is a network-related error, determine if

the server has enough memory and hard disk drive capacity. Consult your
network operating system manual.
Connections—Verify that all cables and boards are securely plugged into their
appropriate connectors or slots.

January 2008 Troubleshoot and support
Added options—Remove all added options, and change only one component at
a time.
Power cords—Unplug the server power cords, wait 20 seconds, plug the power
cords in again, and restart the system.
If there is a hardware error

1. Log users off the LAN and turn off the server. Disconnect the power cord
and unplug the telephone cables.
2. Simplify the server configuration to a monitor, one floppy and one hard
disk drive, and a keyboard and mouse. Remove all third-party options, and
reinstall options one at a time, checking the system after each installation.
Reconnect the power cord and telephone cables.
3. Restart the system. If the system does not function, see the following
section, “If the system does not turn on.”
If the system does not turn on

1. Ensure that all cables and power cords are firmly plugged into their proper
receptacles.
2. Ensure that all parts of the system are turned on and properly adjusted.
3. If the server is plugged into a switched multiple-outlet box, ensure that the
switch on the outlet box is turned on.
4. Plug a different electrical device (such as a printer) into the power outlet,
and turn it on.
5. Unplug the power cord, wait 20 seconds, plug it in again, and restart the
system.
6. If the system still does not function, contact the server manufacturer.
Other documents
For Windows information, see the following table.
Document name Document number Purpose

Windows Server 2003 Produced by and available Windows Server 2003

Documentation Set from your local Microsoft operating system
distributor troubleshooting
Windows XP Professional Produced by and available Windows XP

Documentation Set from your local Microsoft Professional operating
distributor system troubleshooting
For other information about Contact Center 6.0, see the table “Skills you need”
on page 45.

Section A: Installation and upgrade

problems
In this section
Server installation problems 2976
Upgrade problems 2979
CCMA does not function correctly after an upgrade from SWC 4.5 2980
Cannot log on to CCMA after uninstall and reinstall CCMA and SP1 2983
CCMA installation fails when you install Windows Server 2003 Release 2
options 2984
SU02 or SUS0201 installation fails 2986
Cannot locate C:\PROGA~1\Nortel file extension when you install CCMA 2989
Access and Partition Management information missing 2991
Windows Installer Error 2993
Crystal Reports 10.0 Hotfix install error 2994
Encrypt password for Contact Center Manager Administration Users error2995
Cannot find PortLdap.vbs script file when reinstalling CCMA 2996
Cannot log on to Server Utility 2997
IIS Worker Process Errors after CCMA Reboot 2998
Windows Script Host error when you install SWC on Windows 2003 2999
Cannot uninstall CCMA after an upgrade 3000

Server installation problems
To perform troubleshooting for the server software installation, see the

following chart. To perform troubleshooting for the client software installation,
see the chart on page 2976. See “This section describes how you can obtain
support from Nortel.” on page 2972 for more information and extended system-
level troubleshooting.
Server installation troubleshooting chart
Symptom Probable cause Action
Error messages Files copied Uninstall, and then reinstall the

from the database incorrectly. software.
setup during server Other programs Close any other programs running on the
installation. running on the server (for example, Control Panel)
server during before reinstalling.
installation.
Error messages at Files copied Uninstall, and then reinstall the software.
the end of the incorrectly.
server software
installation.
Blue screen Incompatible third- Uninstall any third-party software

appears after party software is applications, such as word processing and
installing installed on the server. graphics programs, and then restart the
pcAnywhere while server. Consult Symantec Web site at
working in third- www.symantec.com/pcanywhere for more
party program. information.

Symptom Probable cause Action
Blue screen Incompatible video Restart the server in Safe mode and then
appears during driver. uninstall and reinstall pcAnywhere.
restart after 1 Press Reset to restart the server.
pcAnywhere
installation. 2 While the server is starting, a continuous
line appears across the bottom of the
window above the text “For troubleshooting
and advanced startup options for Windows
Server 2003, press F8.” Immediately press
F8.
3 Use the arrow keys to select Safe mode,
and then press Enter. The server restarts in
Safe mode.
If you cannot restart the server in Safe
mode, then you must change the GINA that
the server is calling. For more information,
search the Symantec Web site
(www.symantec.com).
4 Uninstall pcAnywhere. For more
information, see “Uninstall pcAnywhere
11.5” on page 2450.
5 Update the server modem and video
drivers by consulting the driver
manufacturer Web sites for the latest
versions.
6 Reinstall pcAnywhere.
Contact Center Values are not 1 From the Start menu, choose All
Manager Server entered correctly in Programs > Nortel Contact Center >
configuration the Server Setup Server Setup Configuration. The Nortel
errors. Configuration. Contact Center Management Server Setup
Configuration Utility window appears
2 Enter the correct values for your server.

When a system error occurs

For all errors, record the error messages, the system configuration, and actions
taken before and after the error occurred. If the problem persists, contact your
Nortel customer support representative.
PCI installation tips

Here are two useful PCI tips:
Reserve interrupts (IRQs) and memory addresses specifically for ISA
adapters. This prevents PCI cards from trying to use the same settings that
ISA cards are using. Use the SCU to keep track of the ISA adapter
resources.
Certain drivers can require interrupts that are not shared with other PCI
drivers. The SCU can be used to adjust the interrupt numbers for PCI
devices. For certain drivers, you must alter settings so that interrupts are not
shared. Interrupt sharing is not supported on this platform.
Further troubleshooting
For detailed maintenance and diagnostics procedures, see the Nortel Contact
Center Manager Administrator’s Guide.

Upgrade problems
This section describes how to troubleshoot upgrade problems.
ATTENTION
Canceling a software upgrade

Always backup the server database prior to any maintenance activity.
If a software upgrade is started, and subsequently cancelled before it is

complete, the next time you try to install the software, you can encounter
problems accessing the database through OAM. Once the upgrade is restarted,
the system assumes it is now performing a fresh install and attempts to install the
database. This fails because the software is not removed during the failed
software upgrade.
If the pre-install checker reports an error, attempt to resolve it without canceling

the upgrade, and then select the refresh option from the checker.
If the upgrade needs to be canceled for any reason, remove the Sybase database
manually, and then perform the upgrade by following the existing migration
procedure.

CCMA does not function correctly after an

upgrade from SWC 4.5
You upgraded to Contact Center Manager Administration, but Contact Center

Manager Administration is not functioning correctly. For example, pages and
tabs do not load correctly, new components and features are unavailable,
scripting errors occur, and so on.
Solution
Ensure that you refreshed your Contact Center Manager Servers. Although
Contact Center Manager Administration automatically refreshes all servers
every 12 hours, Nortel recommends that you manually refresh servers in the
following scenarios to ensure that Contact Center Manager Administration
functions correctly.
If any of the following situations occur, refresh all servers:

Administration.
You change the Contact Center Manager Administration server to connect
If any of the following situations occur, refresh the Contact Center Manager
Server that incurred a change:
You upgrade the Symposium Call Center Server or Contact Center
Manager Server.
You install or uninstall a Service Update (SU) on the Contact Center
Manager Server.
Server, or you connect to a different License Manager server (that is, a new

Note that only the default administrator, webadmin, can add, edit, delete and
refresh servers in Contact Center Manager Server. When you refresh a server,
you refresh Contact Center Manager Server data associated with that server in

4 Click Yes.
5 Click Yes.
entry specifying the servers that were successfully refreshed also appears
in the Audit Trail.
Refreshing a single server

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.
6 Click Yes.
Result: The system refreshes the server in the system tree. A message is
displayed in the information bar at the bottom of the screen to indicate that
the server was successfully refreshed.

Cannot log on to CCMA after uninstall and

reinstall CCMA and SP1
After you uninstall Contact Center Manager Administration and Service Pack 1
on a Windows 2003 server and reinstall Contact Center Manager
Administration, when you log on to Contact Center Manager Administration,
you receive the error message: “Page cannot be displayed.”
This problem occurs because the asp.dll version number changes when you
uninstall SP1. Therefore, you cannot launch ASP pages.
Solution
Complete the following procedure to reset the asp.dll version number.
1 Uninstall Contact Center Manager Administration from the application
server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
3 Reinstall IIS (Internet Information Services) and ASP.net components on
4 Reinstall Contact Center Manager Administration on the application
server.

CCMA installation fails when you install

Windows Server 2003 Release 2 options
The following error messages appear when attempting to install Contact Center
Manager Administration:
The server is not operational,
Error 0X80072J3A on GetObject method
Run-time error ‘-2147463168 (80005000)’
ADSI error; an invalid directory pathname was passed.
Problem
Contact Center Manager Administration is supported on Windows Server 2003
Release 2; however, Nortel does not support the following new optional features
provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
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
Windows Share Point Services
If you attempt to perform an installation of Contact Center Manager

Administration on a server with the optional Windows Server 2003 Release 2
components listed above, your Contact Center Manager Administration
installation fails.
Solution
If you install Contact Center Manager Administration on a Windows Server
2003 Release 2 operating system with the optional features installed, you must
reinstall Windows Server 2003 Release 2 without installing the new optional
features. Then proceed with the installation of Contact Center Manager
Administration.

To install Windows Server 2003 Release 2 without the optional features, do not
install or configure CD 2 of the Windows Server 2003 Release 2 installation
CDs. When you receive a prompt 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 features, consult the Contact Center

SU02 or SUS0201 installation fails
When you install SU02 or SUS0201, you receive the following error message:
“Error 1920. Service CCMA LMService (CCMALMService) failed to start.
Verify that you have sufficient privileges to start system services.”
Problem
An installation of SU02 or SUS0201 fails because the License Manage service
does not start if the ServerSoapName key in the registry is greater than 24
characters. The ServerSoapName value exceeds 24 characters when your site
references the Contact Center Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL of more than 24 characters in the
SOAP Configuration Parameters window during the Contact Center Manager
Administration installation.
Determining the number of characters in the Contact Center

Manager Administration server name used in the SOAP files
1 Open Windows Explorer and browse to the location where Contact Center
2 Use a text editor (for example, Notepad) to open the file
SOAPWrapper.WSDL.
3 Scroll down to the end of the file to view the Contact Center Manager
Administration server name being used in the port address.
Example: <soapaddresslocation = ‘http://CCMASRV/SWCCommon/
SOAP/SOAPWrapper.ASP’/>
In this example, CCMASRV is the Contact Center Manager Administration
server name.
4 Count the number of characters in the Contact Center Manager
Administration server name. If the number of characters exceeds 24, then
the Licence Manager Service does not start when you install SU02 or
SUS0201.

Solution
To resolve this problem, you must temporarily change the ServerSOAPName
value in the registry to be less than 24 characters. After the installation is
complete, you can revert to the original ServerSOAPName containing more than
24 characters.
Temporarily changing the ServerSOAPName value in the registry to

be less than 24 characters
2 In the box, type regedit.
3 Click OK.
4 In the Registry Editor, browse to the registry key
HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
5 In the data column of the ServerSoapName key, edit the Contact Center
Manager Administration name to a name containing less than 24
characters. (For example, remove the domain extension from the server
name.)
6 On the License Manager Service Error dialog box, select Retry.
Result: The License Manager Service starts and the installation is
complete.
Reverting to the original ServerSOAPName in the registry after the

installation
To revert to the original ServerSOAPName in the registry after the successful
installation, use the registry editor and change the registry key
HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
back to the original ServerSOAPName.
Installing SU02 and SUS0201 in the same maintenance window

If you install SU02 and SUS0201 in the same maintenance window with a
Contact Center Manager Administration server name exceeding 24 characters,
you must perform the following tasks in order:

1 Install SU02 using the original ServerSOAPName.

2 When the error message occurs, edit the registry key to a value less than
24 characters
3 Complete the installation of SU02.
4 After you install SU02, revert to the original ServerSOAPName exceeding
24 characters.
5 Install SUS0201 using the original ServerSOAPName.
6 When the error message occurs, edit the registry key to a value less than
24 characters and complete the installation of SUS0201.
7 After you install SUS0201, revert to the original ServerSOAPName
exceeding 24 characters.
For Report Creation Wizard to function with a ServerSOAPName greater than

24 characters, you must install DP020101 after you install SU02 and SUS0201
using the preceding workaround.
If the preceding solution does not correct the problem, complete the following
procedure to register the wclientaudittrail.dll.
Registering the wclientaudittrail.dll

2 In the Open box, type Regsrv32 “C:\Program Files\Nortel
Networks\WClient\Server\wclientaudittrail.dll”
3 On the License Manager Service Error dialog box, click Retry.

Cannot locate C:\PROGA~1\Nortel file

extension when you install CCMA
After you input the password information for the iceAdmin account during
Contact Center Manager Administration installation, you receive the following
Windows Script Host error message: “There is no file extension in
"C:\PROGA~1\Nortel".”
The Contact Center Manager Administration installation does not install the
ADAM application even though the installer acknowledges the error and
attempts to continue with the Contact Center Manager Administration
installation.
This problem occurs when the capability to generate 8.3 style short filenames
has been disabled in your Windows operating system either as part of its
operating system image or through your security policy.
Contact Center Manager Administration installation fails if the Windows Server

2003 has 8.3 type filename disabled. Specifically the Microsoft ADAM (Active
Directory Application Mode) component fails to install.
Solution
You must change the value of the following registry key from 1 to 0 to enable
the generation of 8.3 style short filenames:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf
sdisable8dot3namecreation
Enabling the generation of 8.3 style short filenames

2 In the box, type regedit.
3 Click OK.
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst
em\ntfsdisable8dot3namecreation.

5 Change the value of the registry key from 1 to 0 by double-clicking on the

registry ntfsdisable8dot3namecreation value, and changing the value in
the Value Data field of the Edit dialog box from 1 to 0.

Access and Partition Management information

missing
After you restore your backup file of Contact Center Manager Administration
data, your Access and Partition Management data is missing. This occurs when
you use the Windows Backup Utility to create your backup file and two of the
ADAM files do not successfully back up.
Solution
You must ensure that the following ADAM files are included for all users in the
Windows Backup Utility, and then backup and restore your Contact Center
Manager Administration data again:
<x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit
<x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Ensuring that all ADAM files back up and restore correctly

Result: The Restore and Manage media window appears.
4 In the left-hand pane, expand the backup file that you use to restore your
Contact Center Manager Administration data files by clicking the plus (+)
sign next to the desired media item.
5 In the expanded list of the Contact Center Manager Administration backup
file, ensure that the following files are listed:

6 If the two ADAM files in step 5 do not appear in the expanded list, select
Tools > Options in the Windows Backup Utility.
Result: The Options window appears.
7 Select the Exclude Files tab.
Result: The Exclude Files window appears.
8 Under Files excluded for all users:, select the following ADAM files and
click Remove:
9 Click OK.
10 Close all windows to exit the Windows Backup Utility.
11 Create a new backup file of your Contact Center Manager Administration
data files, and restore the backup file again. For details, see Chapter 12,
“Restore data”.
Note: When creating the new backup file of the Contact Center Manager
Administration data files, ensure that the following ADAM files are selected
when you perform the backup:

Windows Installer Error
If you have multiple Administrator accounts, ensure that

you always use the same account to install or uninstall Service Updates,
Service Update Supplements, and Designer Patches on the server.
you select the local machine if you first installed the patches in a
workgroup.
If you install an update with one account and then try to install the next update or
uninstall the current patch while logged on as a different account, the installation
or uninstallation fails, and you receive the following Windows Installer error
toward the end of the procedure: “This action is only valid for products that are
currently installed.”
Solution
Verify the user account that installed the software, SU, SUS, or DP. Use Add/
Remove Programs to verify the user account that installed the software, Service
Updates, Service Update Supplements, or Designer Patches. If you tried to
install the next update or uninstall the current patch while logged on as a
different user account, complete the following procedures:
Contact Center Manager Administration install or uninstall

Click OK, when the Windows Installer error message appears.
Result: The installation/uninstallation continues. There is no impact to Contact
Center Manager Administration installation/ uninstallation.
Service Update or Service Update Supplement or Designer Patch

uninstall
1 Click OK, when the Windows Installer error message appears.
2 Log off of Windows.
3 Log on to Windows with the user account that originally installed the
Service Update or Service Update Supplement or Designer Patch.
4 Uninstall the Service Update, Service Update Supplement or Designer
Patch again.

Crystal Reports 10.0 Hotfix install error
When you install Crystal Reports 10.0 Hotfix, you receive the following error:
“Failed to create Backup folder -110.”
Solution
Click OK when the error message appears. The installation proceeds and there is
no impact to the Crystal Reports 10.0 Hotfix or the Contact Center Manager
Administration software.

Encrypt password for Contact Center Manager

Administration Users error
During a Contact Center Manager Administration upgrade procedure, the

following runtime error occurs:
“Run-time error -2147218504 (80040bb8):
Unknown record error passed”
Solution
1 Click OK.
Result: The upgrade completes with no impact to the software.
2 Contact Nortel Technical Support for information about applying the
required patch to resolve the issue.

Cannot find PortLdap.vbs script file when

reinstalling CCMA
When you reinstall Contact Center Manager Administration on a server that is

running Windows Server 2003, the installation halts and you receive the
following error message: “Cannot find script file PortLdap.vbs.”
Solution
This problem occurs only when you reinstall Contact Center Manager
Administration on a server that is running Windows Server 2003, and you try
install the software in a directory different than that in which it was originally
installed. You must install the software in the same directory in which it was
originally installed, or this error occurs.
In this case, you must first completely uninstall, and then reinstall the Contact
Center Manager Administration software, choosing the same directory in which
it was originally installed.

Cannot log on to Server Utility
When you log on to the Server Utility, a nbclt_translator.mdb error occurs. This
occurs on co-resident systems if Server Utility was installed before the Contact
Center Manager Administration software.
Solution
1 Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
2 Click on the System DSN tab.
3 Under System Data Sources, click Translator_EN and click Configure.
4 Under Database, select c:\program files\Nortel\Contact Center\Server
Utility\client\en\data\nbclt_translator.mdb.
5 Click OK.
6 Click OK.
7 Relaunch Server Utility.

IIS Worker Process Errors after CCMA Reboot
On Contact Center Manager Administration server, after you install software

updates and reboot the server, a dialog box appears indicating that the IIS
worker process closed due to a windows error. This may appear several times,
where the times and dates are for previous time periods.
These types of errors indicate that the IIS worker process crashed. These errors
may be in the past. The server stores the errors and the IIS worker reports them
when a user logs on after a reboot.
Solution
1 Click Don’t Send. There is no impact to the Contact Center Manager
Administration installation or application.
2 If not previously reported, report the IIS Lockups specified in the error
dialog box to Nortel Technical Support.

Windows Script Host error when you install

SWC on Windows 2003
After you input the password information for the iceAdmin account during
Symposium Web Client installation, you receive the following Windows Script
Host error message: “There is no file extension in C:\PROGA~1\Nortel.” The
Symposium Web Client installation does not install the ADAM application even
though the installer acknowledges the error and attempts to continue with the
installation.
This problem occurs when the capability to generate 8.3 style short filenames is
disabled in your Windows operating system either as part of its operating system
image or through your security policy.
Symposium Web Client installation fails if the Windows Server 2003 has 8.3
type filename disabled. Specifically the Microsoft ADAM (Active Directory
Application Mode) component fails to install.
Solution
Enable the generation of 8.3 style short filenames.
2 In the text box, type regedit.
3 Click OK.
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst
em\ntfsdisable8dot3namecreation.
5 Change the value of the registry key from 1 to 0 by double clicking on the
registry ntfsdisable8dot3namecreation value, and changing the value in
the Value Data field of the Edit dialog Windows from 1 to 0.

Cannot uninstall CCMA after an upgrade
After you upgrade a co-resident server and then uninstall Contact Center
Manager Administration, you receive the following error:
Crystal Report Application Server failed to start
The system then has to be rebuilt from the operating system.
Scenario
1. Install the following applications on a a co-resident server:
Symposium Call Center Server 5.0
Symposium Web Client 4.5 with SU07
2. Upgrade the co-resident server to:
Contact Center Manager Server 6.0 with SU05
License Manager with SU04
Contact Center Manager Administration 6.0 with SU05
Contact Center Manager Server Utility with SU04
3. Uninstall all PEPs
4. Uninstall Contact Center Manager Server Utility
5. Uninstall Contact Center Manager Administration
You receive an error message indicating that the Crystal Report application
server failed to start and the system crashes.
Solution
To avoid the above error, you must manually register the keycode.dll
(C:\Program Files\Common Files\Crystal Decisions\2.5\bin\keycode.dll) after
you install Server Utility and again after you uninstall Server Utility.

Section B: Contact Center Manager

Server problems
In this section
Overview 3002
Contact Center Manager Server services 3003
TFE does not start after an upgrade 3005
TSM does not start on a Network Control Center server 3006
Other services do not start 3007
System log warns that database disks are at or near capacity 3008

Overview
This section describes how to troubleshoot problems with services in Contact

The System Monitor window

The System Monitor Window (SMonW) is a server utility that you can open to
view the status of services on the server. Some services take a few minutes to
become active. When a service is running properly on Contact Center Manager
Server, the SMonW window shows its status as UP.
For CS2x00 (DMS) systems, the NDLOAM, NCCOAM, and ES services appear
as UNKNOWN.
If all services must be reactivated or refreshed, click Refresh All. To refresh

individual services, click the appropriate button.
Service Monitor
You can use Service Monitor to monitor more than one Contact Center server.
You can use Service Monitor to monitor and troubleshoot the status of services
on another node without having to log on to that node. For more information, see
the Nortel Contact Center Manager Administrator’s Guide.

Contact Center Manager Server services
All of the Contact Center Manager Server functions are Windows services. Each
service, as described in the following table, is started automatically by the
Services manager when the server starts up. If networking is enabled, then the
NDLOAM appears in the UP state. NCCOAM appears in the UP state only if
your server is configured as an Network Control Center.
If the services are shut down, you must restart Smonw to refresh the status of the
services.
Server service Shown as Purpose

Operations, Administration OAM System operation, administration, and
and Management management
Auditing AUDIT Monitor function that manages all services
Network services NDLOAM Nodal system operation, administration, and
(Communication Server management
1000/Meridian 1 PBX
only)
Network services NCCOAM Network Control Center system operation,
(Communication Server administration, and management
1000/Meridian 1 PBX
only)
Telephony Service TSM Telephony interface between switch and
Manager server
Voice Services Manager VSM Interface to Meridian Mail through ACCESS
VOICE processing interface
Agent Skillset Manager ASM Agent and skillset handling
Meridian Link Services MLSM Allows third-party applications to interface
Manager with Contact Center Manager Server
Task Flow Access TFA Allows third-party access through scripting
commands (Data Exchange server)

Server service Shown as Purpose

Task Flow Executor TFE Executes all scripts and handles all calls
Statistical Data Manager SDMCA Manages all of the other statistical collection
Configuration services
Historical Data Manager HDM Manages all of the historical data collected by
HDC
Historical Data Collection HDC Collects all of the historical data
Real Time Data Collector RDC Collects and generates real-time statistics for
displays
Statistical Data Propagator SDP Distributes incoming statistical data to the
appropriate service
Intrinsic Services IS Manages skillset intrinsic data
Event Server ES Manages events

TFE does not start after an upgrade
If the Task Flow Executor (TFE) does not appear in the UP state after an
upgrade, then you must validate all scripts to correct the problem. For more
information about validating scripts, see the Contact Center Manager Scripting
Guide for Communication Server 1000/Meridian 1 PBX for your switch type.

TSM does not start on a Network Control

Center server
This is normal. The Network Control Center, if present, performs only network
administrative functions and does not perform any call processing. The
Telephony Services Manager (TSM), therefore, is not required. The only
services that must be running are:
OAM
AUDIT
NCCOAM
HDM

Other services do not start
This problem can occur if you have more than one System Monitor window
open.

System log warns that database disks are at

or near capacity
The server System Log in the Windows Event Viewer can display warning
messages with the following text:
The <disk letter> disk is at or near capacity. You need to delete some files.
If this message appears for any of the database drives (F drive through Y drive),
you can ignore the message.
These warning messages are generated by the Windows Server 2003 operating
system whenever the percentage of free disk space in a drive drops to or below
10 percent. However, due to the way the Contact Center Manager Server
database drives are installed, 90 percent of each database drive is automatically
reserved for the database, leaving the percentage of free disk space at 10 percent,
even before the database begins filling up. This means that the warning message
can appear on a newly installed server that does not yet contain any data in the
databases.
The database files created when you install Contact Center Manager Server are
of fixed size (90 percent of the database drive size) and, therefore, do not grow
in size.
If you stored additional files on the database drives (such as log files or trace
files), this can push the used space on the database drives beyond 90 percent and
possibly result in additional warning messages. You must avoid storing these
files on the database drives.

Network connection problem
If you test the Nortel server subnet and ELAN subnet connection using the ping
command and the test fails, follow these steps to verify that the server ELAN
subnet and Nortel server subnet cards are configured and identified correctly.
Requirements
The following items are required to troubleshoot the network connection.
A laptop or PC that is near the server and can be connected directly to the
server. In this procedure, the laptop or PC is referred to as the Client PC.
A direct connect (crossover) network cable that allows two PCs to be
directly connected without a hub in between them.
Resolving the failed ping

1 Plug the crossover network cable into the network card in the Client PC.
2 Plug the other end into the ELAN subnet card in the server.
3 If you must restore the IP address information of the Client PC after this
procedure, then record the TCP/IP address, subnet mask, and gateway of
the Client PC.
4 Configure the Client PC with an IP address that is part of the same subnet
as the IP address assigned to the ELAN subnet card.
Example: If the server ELAN subnet card has the IP address 1.1.1.1, then
assign the client PC an IP address of 1.1.1.2.
5 Set the client PC to have an SUbnet mask of 255.0.0.0. Leave the gateway
blank.
6 Open an MS-DOS prompt window on the Client PC and try to ping the
server ELAN subnet card. For example, if the server ELAN subnet card has
the IP address 1.1.1.1, then type ping 1.1.1.1 and press Enter.
If the ping test succeeds, you correctly identified the ELAN subnet card in
the network control panel.
The other network card, if present, must be the Nortel server subnet card.

7 From the server, repeat the steps described in the following procedure,
“Testing the ELAN subnet and Nortel server subnet network connection.” If
the test fails, then verify that the network is set up correctly.
Tip: In addition to the previous steps, you can also check your TCP/IP
stack as follows:
Ping the loopback IP address (ping 127.0.0.1).
If you are using two different network card drivers for the Nortel server
subnet and ELAN subnet, then ping the Nortel server subnet IP
address, and the ELAN subnet IP address of the Release 6.0 server.
You should receive a response, even if your platform is not physically
connected to the network. If you do not get a response, there can be a
driver problem or Operating System corruption.
Test your network driver in the Windows Server 2003 Device Manager.
For detailed instructions, consult your network card manufacturer and
the Microsoft Windows Server 2003 documentation.
Testing the ELAN subnet and Nortel server subnet network

connection
1 Ensure you are logged on to the server as Administrator.
2 From the Start menu, choose Programs > Accessories > Command
Prompt.
3 In the Command Prompt window, type ping followed by the ELAN subnet
IP address for the switch, and then press Enter.
Example: ping 12.38.3.8
Result: The display indicates whether the ping is successful.
If you do not receive an Successful ping message, then no connection is
made.
4 To test the Nortel server subnet card, type ping followed by the Nortel
server subnet IP address of another PC on the Nortel server subnet, and
then press Enter.
Example: ping 47.2.13.9
Result: The display indicates whether the ping is successful. If you do not
receive a successful ping message, then no connection is made.
5 Type exit, and then press Enter to close the Command Prompt window.

Section C: Replication Server problems
In this section
Using log files 3012
When the Replication Server shuts down 3013
Issuing maintenance commands to the Replication Server 3014
Failed connection to the Standby Server 3015
Failed DSI connection 3016

Using log files
The system creates installation and configuration logs, and the Replication
Server maintains an ongoing log of its activities.
The SysOps Event log (D:\sysops.log) tracks events associated with any
installation, reinstallation, upgrade, or uninstall operation. It also tracks any fatal
errors that interrupt these operations. Use any text editor (for example, Notepad)
to view the SysOps log.
The Replication Server Configuration utility writes progress and error messages
to D:\Nortel\SCCS\WS\Logs\wsinstall.log. During the configuration process,
Sybase also creates the following log files:
D:\SybaseRS\REP-12_6\init\logs\rs_install.log
D:\SybaseRS\REP-12_6\init\logs\rs_encrypt.log
D:\SybaseRS\REP-12_6\init\logs\add_blue_active.log
D:\SybaseRS\REP-12_6\init\logs\add_cbc_active.log
D:\SybaseRS\REP-12_6\init\logs\add_blue_standby.log
D:\SybaseRS\REP-12_6\inti\logs\add_cbc_standby.log
The Replication Server Management utility writes progress and error messages
to D:\Nortel\SCCS\WS\Logs\wsswitch.log.
The Stable Queues Expansion utility writes progress and error messages to
D:\Nortel\SCCS\WS\Logs\wsexpand.log.
The Replication Server maintains a log at D:\Sybase\REP-

12_6\install\<computer name>_RS.log.
The Replication Server does not send errors to the Windows Event Log, only to
its log file.

When the Replication Server shuts down
If the Replication Server shuts down, the following occurs:

The Replication Server Monitor displays “No Connection” for the
Replication Server status.
The event is reported in the Replication Server log file.
The Replication Agents on the Active Server are unable to connect to the
Replication Server.
The Active Server continues to process database transactions, but the data
is not passed to the Replication Server. However, if the Replication Server
continues to be shut down, the active database transaction log can fill up,
preventing further transactions from processing.
When the Replication Server restarts, the Replication Agents connect to it
automatically and resume transferring the transactions.
A Database Replication error event is logged to the Windows Application
Event log.
Resume Replication Server active state when it shuts down

Replication Server runs as a Windows service. Use the Services window to view
the service state.
Resuming the Replication Server

1 Open the Services window.
Result: The Replication Server service is listed in the Services window as
Sybase REP _ <computer name>_RS.
2 If the service is indicated as Stopped, select the service, and then click
Start.
Result: The service can take a few moments to start.

Issuing maintenance commands to the

Replication Server
To issue maintenance commands to the Replication Server, log on using the isql
command from a command window on the server:
C:/>isql -Uadm -P_adm__ -S<computer name>_RS
CAUTION
Risk of failure
The preceding logon command allows access to low-level
.
Replication Server commands. Inappropriate use can cause the

Contact Center Manager Server feature to fail.

Failed connection to the Standby Server
The Replication Server can lose connectivity to the Standby Contact Center
Manager Server. This happens when the network connection to the Standby
Server fails or when the Sybase server fails on the Standby Server. The result is
that the Replication Server cannot execute transactions in the Standby Server
database.
The Replication Server attempts to connect using its Data Server Interface
connections to the Standby Server every few minutes.
The Replication Server Monitor displays the status of the DSI and ESI EXEC
threads as “Connecting” during this time. The failure is also recorded in the
Replication Server log file.
The Active Server continues sending transactions to the Replication Server and
stores them in the Stable Queues. If the connection is not restored, the Stable
Queues can fill up.
After you restore the connection to the Standby Server, the Replication Server
resumes executing transactions in the Standby Server database.

Failed DSI connection
The Replication Server uses the Data Server Interface (DSI) to connect to the
Standby Contact Center Manager Server database. The Replication Server uses
this connection to execute transactions in the Standby Contact Center Manager
Server database.
The Replication Server can stop executing transactions if it determines that a

transaction can create an error in the Standby Server database or if the Standby
Server database is unable to determine where or how to apply the database
update. The status of the connection appear as “Suspended,” and the DSI and
DSI EXEC threads appear as “Suspended” in the Replication Server Monitor
window. Use the following procedure to resolve the problem.
A Database Replication error event is logged to the Windows Application Event

Log.
Resolving a failed DSI connection

1 Check the Replication Server Monitor for suspended DSI connections.
2 Check the Replication Server log file in the following location for more
detail: D:\Sybase\REP-12_6\install\<computer name>_RS.log.
Result: The log file displays the error that caused the connection to be
suspended, similar to the following example. The description can include a
description of the transaction that provoked the error.

3 To resume the connection, first log on to isql (see “Issuing maintenance

commands to the Replication Server,” on page 3014), and then enter the
following Replication Server command:
resume connection to <Server><Database> [skip transaction]

[execute transaction]
The following table describes the resume connection commands and options in
more detail.
Command Description
Server Name of server holding the database that you want to resume
connection.
Database Name of database that you want to resume connection.

For example, if your server is called SBYSERVER and your
database is BLUE, the command you enter is:
1>resume connection to SBYSERVER.blue
2>go
skip transaction If the Standby Server database does not require the failed
transaction, use the skip transaction option. The failed
transaction is not executed, and the Replication Server
processes the next available transaction.
1> resume connection to SBYSERVER.blue skip transaction
2> go
execute transaction If the failed transaction is required, use the execute transaction
option. The Replication Server attempts to execute the
transaction again.
1> resume connection to SBYSERVER.blue execute transaction
2> go


Section D: License Manager problems
In this section
Overview 3020
Licensing grace period 3021
Update the license file 3024
License Manager port number configuration 3026
Refresh your server 3030
Standby License Manager 3033
Monitoring the License Manager 3034
Client application logging 3038

Overview
This section describes how to troubleshoot License Manager problems.
License file location

License Manager IP address

The IP addresses used for the Primary and Secondary License Manager must be
on the same Nortel server subnet and the Nortel server subnet must be top of the
binding order on the Contact Center Manager Server and License Manager
servers.

Licensing grace period
In the event of a communication error between the Contact Center Manager

Server and the License Manager, normal operation of the Contact Center
Manager Server runs for the duration of the Grace Period.
The Grace Period duration is equal to 10 days and the Grace Period is
accumulative over the lifetime of the product. On the first occurrence of a
communication problem between the Contact Center Manager Server and the
License Manager, there are 10 days available for the Contact Center Manager
Server to continue normal operation. If the problem is resolved in 2 days, then
on the next occurrence of a communication problem, then there are 8 days
available to fix the problem.
If, at any stage, the Grace Period expires, Contact Center Manager Server shuts
down and Contact Center Manager Server is locked. You cannot restart Contact
Center Manager Server without resetting the Grace Period.
The Grace Period can be reset back to 10 days at any time. When a
communication error is detected, an event is fired to the Server Utility detailing
that there is an error, the time already elapsed in the Grace Period, and a lock
code that you must return to Nortel to get the Grace Period reset.
Resetting the Grace Period

1 From the Event Viewer, make a copy of the lock code and send this code
to Nortel Support.

2 Nortel Support provides you with another code that you must apply to the
Contact Center Manager Server. Launch the Nortel Contact Center License
Grace Period Reset application to apply the new unlock code.
3 Enter the unlocking code you received from Nortel Support.

4 Click Apply.
5 Click Exit.
6 Restart the Contact Center Manager Server application.
For Contact Center Manager Server, you must apply separate unlocking
codes for CCMS Control Service and ASM Service both. Repeat the
preceding procedure for both services.

Within the grace period, you have the same capabilities as if you are the only
client of the License Manager. You can request the maximum licenses that are
available from the License Manager. When communication is re-established, the
licenses are acquired automatically from the License Manager (if they are
available).
When a licensing error is detected, you must check that the License Manager
service is running, and verify the status of the License Manager server and
network communications. During the grace period, alarms are sent every 6 hours
notifying the time elapsed in the grace period.
If you reestablish communications during the grace period, notification is sent to

the Windows Event Log on the server and the Alarm Monitor. While
communication is reestablished, alarms are sent every 6 hours notifying the time
elapsed in the grace period.
During the grace period, you can shut down, start up, or restart Contact Center
Manager Server without affecting the operation of Contact Center Manager
Server.
Emergency license files

If you cannot fix the connection between the License Manager and Contact
Center Manager Server within the five-day grace period, contact your Nortel
Customer Service Representative to determine if an emergency license file
needs to be activated on your system.
The emergency license file expires after 30 days and is used only to ensure
operation of the Contact Center Manager Server on a temporary basis.
You can restart Contact Center Manager Server at any point during the grace
period.
You must install the emergency license file through the License Manager
Configuration tool. If you are using corporate licensing, you need to change the
Contact Center Manager Server Configuration in cases where the License
Manager is installed on a different server than it was previously.

Update the license file
If you upgrade your Contact Center Manager Server, you must update your
license file.
Changing the license file

2 Click Browse.
4 Click Open.
Result: The path for the license file can populate the box.

5 Click OK.


License Manager port number configuration
The License Manager uses Port 3998 as the default port number. You can
change the default port number. For example, if the default port number is used
by another application or if a specific port number is used because of firewall
restrictions.
Changing the port number

2 Enter the new port number in the License Manager Port Number box.
3 Click OK.
Result: A dialog box appears with the following message: “You must
restart to commit any changes. Restart the License Manger now?”
4 Click Yes.
Result: A dialog box appears indicating that the “Service started
successfully”.

Updating the CCMS package

3 Select the license package you require.

4 Select the Optional CCMS packages.
5 Click OK.
6 Click Yes.


7 Click OK.

Refresh your server
If a new license file is issued and accepted by Contact Center Manager Server,
or you connect to a different License Manager Server (that is, a new or standby
License Manager server), you must refresh your servers.
ATTENTION

Favorites.
3 Press Enter.
If you did not configure the Contact Center Manager Administration server
name as Trusted Site with the relevant Active X Download values selected,
the Trusted Sites Warning Message window appears. For details about
configuring the Contact Center Manager Administration server name as a
Trusted Site, see the Nortel Contact Center Manager Administration

If you configured the Contact Center Manager Administration server name

as a Trusted Site and also installed the client version of SOAP 3.0 on the
PC, then the Contact Center Manager Server main 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

8 Click Yes.
appears in the information bar at the bottom of the screen which lists the
refreshed servers and the servers that did not refresh. An entry specifying
the servers that are refreshed also appears in the Audit Trail.

Standby License Manager
When you startup the License Manager, it sends a message to the Secondary
License Manager to check to see if the License Manager is operational. If it does
not receive a response, the Secondary License Manager starts up in Active mode
so that it can issue licenses.
If the Secondary License Manager receives a response from the Primary License
Manager indicating that the Primary License Manager started, the Secondary
License Manager starts in Standby mode. While in Standby mode, it
continuously pings the Active server and remains in Standby until the Active
does not respond.
You can use the plicmon utility to check if the server is in Active or Standby
mode.
If you cannot ping the server names of the Active and Standby servers from each
server, you must ensure that there is a DNS server entry made for these servers
or edit the hosts file to add the server and the IP address to use.
Editing the Host file

1 Shut down all Contact Center Manager Server services
2 Update the host file (c:\windows\system32\drivers\etc) with a text editor
(such as Notepad).
3 Run SvrConfig.

Monitoring the License Manager
You can use the plicmon utility to monitor the License Manager. You can run
this utility from the server or remotely. The utility is located on the
D:\nortel\lm\bin directory on each Contact Center Manager Server.
Examples
picmon -p "Port Number" "Server"
Plicmon -p 3998 SYSOPSLIC
Plicmon -p 3998 47.166.104.190
Plicmon utility log

The Plicmon utility logs the information for each feature or license for which the
the License Manager issued a license.
Example
The following example indicates that 2000 licenses are available for
LM_LOC_EMAC and 15 are currently in use.
Product: LM_LOC_EMAC 6.0
Licensed to ethernet: 0:2:b3:f0:2b:47
Licensed to identifier: Identifier
Maximum users is: 2000 Refresh every 360 seconds
Current Users: 15
If the License Manager is running as the Standby License Manager, the
following appears in the log file:
Available Licenses from Server : CACHESCCS
No Licenses Available from Server : CACHESCCS
CACHESCCS is a StandBy Server!!!

License identifiers
The following table lists all the license identifiers and descriptions.
Identifier Description Dependencies
LM_CCS200 Stand-alone CCMS None
LM_CCS300 Networking CCMS None
LM_CCS350 NCC LM_CCS300 package

LM_MMP CCMM Primary License None
LM_MMS CCMM Standby License LM_MMP
LM_OB Outbound LM_MMP
LM_OQ Open Queue interface None
LM_HETERO Nodal Universal LM_CCS200 or LM_CCS300

Networking license
LM_HET_ADM NCC Universal LM_CCS350

Networking license
LM_STANDBY Replication\Standby LM_CCS200 or LM_CCS300

Server
LM_NET_VOA Network Voice Agent LM_CCS300 package
LM_NET_EMA Network Email Agent LM_CCS300 and LM_OQ

LM_NET_OBA Network Outbound Agent LM_CCS300 and LM_OQ
LM_NET_WCA Network Web LM_CCS300 and LM_OQ

Communications Agent
LM_NET_VDA Network Video Agent LM_CCS300 and LM_OQ

Identifier Description Dependencies
LM_CCS200 Stand-alone CCMS None
LM_LOC_VOA Non-Network Voice LM_CCS200

Agent
LM_LOC_OBA Non-Network Email LM_CCS200 and LM_OQ

Agent
LM_LOC_WCA Non-Network Outbound LM_CCS200 and LM_OQ
Agent
LM_LOC_OQA Non-Network Web LM_CCS200 and LM_OQ

Communications Agent
LM_NET_EMA Non-Network Video LM_CCS300 and LM_OQ

Agent
LM_CCT CCT
LM_VOD Voice Devices LM_CCT
LM_KW_VOD Knowledge Worker LM_CCT
LM_IVRD IVR Devices LM_CCT

LM_IVRDD IVR Data Devices LM_CCT
LM_IVRIFD IVR Interface Devices LM_CCT
LM_RCW_USER Report Creation Wizard None

Users

License Manager clients

License manager client applications include:
Control Service
ASM

Client application logging
Registry setting
The registry location is for turning on debug information is as follows
HKEY_LOCAL\Software\Nortel\LM\Server.
LogLevel - Set to 2 to turn on logging. Default is 1.
LogFile - Set to name and location of the log file. Default is C:\lm_server.log
Reading the log file

The following are the messages displayed on when you start up the server:
05/10/25 12:09:04 - Info : init : starting
05/10/25 12:09:04 - Info : Primary IP = 47.166.104.184
05/10/25 12:09:04 - Info : Port Number = 3998
05/10/25 12:09:04 - Info : Client Port Range Start = 4002,
End = 4004
05/10/25 12:09:04 - Info : IP address 0 = 47.166.104.99 :
00
05/10/25 12:09:04 - Info : init : Setting up refresh thread
05/10/25 12:09:04 - Info : Calling default vRetrieveData
05/10/25 12:09:05 - Info : Client ID = 10002 Error
Condition = Comm Error
05/10/25 12:09:05 - Info : Time of error = 25/10/2005
12:0:43
This log contains the following information:

The IP address of the License Manager servers (if configured).
You must ensure that IP address and port are the same used on the License
Manager.
The IP addresses of the local server are listed.
The condition of the application before the it stopped.

Each application has a different ClientID.
Client ID Application

Nodal Control Service
10001 ASM
10002 Contact Center Manager

Administration – Reports Creation
Wizard
10003 Contact Center Multimedia
10004 Communication Control Toolkit
10005 Contact Center Manager Server NCC

Control Service
If an error occurs, a message appears for each Client ID indicating the error
condition and the time the error occurred from the start of the grace period.
License granted messages

The license is granted by the License Manger.
05/10/25 12:09:05 - Info : GET : Getting License : Type =
LM_LOC_EMAC, Identifier = Lic1
05/10/25 12:09:05 - Info : GET : License Granted Handle =
0x104a0d0
License denied messages

If no licenses are available on the License Manager, the following message
appears.
05/10/25 12:09:05 - Info : GET : GET : License Request
Denied

If all the licenses for the feature are already issued from the License Manager,
05/10/25 12:09:05 - Info : GET : Max Users exceeded
License free messages

License free messages do not get a confirmation.
05/10/25 12:09:05 - Info : RELEASE : Releasing License :
Type = LM_LOC_EMAC, Identifier = Lic1
License refresh messages

If the license refresh fails, then the licenses an attempt is made to acquire the
license again.
License granted in grace period messages

If a license is granted while in the grace period, then the following message
appears.
05/10/25 12:09:05 - Info : GET : License Comm : Granting
License in Grace Period
License denied in grace period messages

If no licenses are acquired prior to the communication error, the following
message appears.
05/10/25 12:09:05 - Info : GET : License Comm : No Previous
history
If all the licenses for the feature are already issued, the following message
appears.


05/10/25 12:09:05 - Info : GET : License Comm : Max Users
exceeded


Section E: CCMA and CCMS

communication problems
In this section
CCMA does not function correctly after you make a change to the CCMS 3044
Cannot communicate with Contact Center Manager Server 3047
Changing the Contact Center Manager Server computer name 3048
Cannot connect to the CCMA server after migrating to a new application server
or changing the application server computer name 3049

CCMA does not function correctly after you

make a change to the CCMS
You made a change to the Contact Center Manager Server (for example,
performed an upgrade, installed or uninstalled an SU, changed to a standby
Contact Center Manager server, or a new license file has been issued), and the
Contact Center Manager Administration no longer functions correctly. For
example, pages and tabs do not load correctly, new components and features are
unavailable, scripting errors occur, and so on.
Solution
Ensure that you refreshed your Contact Center Manager Servers. Although
Contact Center Manager Administration automatically refreshes all servers
every 12 hours, Nortel recommends that you manually refresh servers in the
following scenarios to ensure that Contact Center Manager Administration
If any of the following situations, refresh all servers:

Administration.
If any of the following situations occur, refresh only the Contact Center
Manager Server that incurred a change:
Manager Server.
Manager Server.

Refreshing all servers in the system tree

4 Click Yes.
5 Click Yes.
in the Audit Trail.
Refreshing a single server in the system tree

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.
Note: You can also right-click the server that you want to refresh. Then
select Refresh Server from the menu. The system asks if you are sure you
want to refresh the selected server.
6 Click Yes.
Result: The system refreshes the server in the system tree. A message is
displayed in the information bar at the bottom of the screen to indicate that
the server has been successfully refreshed.

Cannot communicate with Contact Center

Manager Server
A number of issues can cause communication issues with the Contact Center
Manager Server.
Verify that the Contact Center Manager Server IP address that you are using is
valid.
If the Contact Center Manager Administration server cannot connect to Contact

Center Manager Server, and you verified that the Contact Center Manager
Server IP address is valid, perform the following test from the Contact Center
1 Ping the Contact Center Manager Server.
Contact your system administrator if you are unable to successfully ping
2 Check your cabling.
3 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
4 Check the versions on servers in Contact Center Manager Server, and
confirm that they are compatible with Contact Center Manager
Administration.
Solution
After you have performed your testing, take appropriate action as required.

Changing the Contact Center Manager Server

computer name
If you change the computer name of the Contact Center Manager Server or if
you switch to a standby Contact Center Manager Server with a new name, you
must change the name of the Contact Center Manager Server on the Contact
Solution
With a new feature in Contact Center Manager Administration 6.0, you can
easily reconfigure the Contact Center Manager Administration server to connect
to a secondary Contact Center Manager Server (different computer name/IP
address). This lets Contact Center Manager Administration continue to
communicate with a new standby Contact Center Manager Server; that is,
retrieve all the data stored in the application server for that server even though it
now has a different name.
When a Contact Center Manager Server is changed to a different computer name
and/or IP address, the following procedure must be performed on the Contact
Changing the computer name of the Contact Center Manager Server

on the Contact Center Manager Administration server
1 Log on to the CCMA as webadmin user.
3 In the left pane, right click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This enables the text fields for the servers name, IP
address, logon ID and password.

Cannot connect to the CCMA server after

migrating to a new application server or
changing the application server computer
name
If you change the computer name of the Contact Center Manager Administration
server, you must perform postchange tasks to successfully connect to a Contact
Center Manager Administration server with a new name.
Solution
See “Change the co-resident server name” on page 2872.


Section F: Client PC problems
In this section
Server tree icons are missing 3052
Client PCs cannot communicate with the CCMA server 3053
Running two CCMA sessions simultaneously on one client PC 3058
Internet Explorer problems on the client PC 3059
Internet Explorer problems on the client PC running Windows XP SP2 3060
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 3062
The layout of the Web interface of CCMA is distorted 3063
CCMA logon screen displays ERROR:UNKNOWN! 3064
Cannot launch windows in CCMA, pop ups are blocked 3065
CCMA logon page displays Connect Logon Prompt 3067
Jet Database Engine error 3068
Cannot download third-party controls to the client PC 3069
Cannot upgrade Agent Desktop Display 3070
Agent Desktop Displays do not show any data 3071
The browser prevents ActiveX controls from installing 3072

Server tree icons are missing
Server tree icons are missing in the Contact Center Manager Administration
internet browser. Additionally, you cannot create new supervisors and agents in
the Contact Center Management component. This problem occurs if the
SSPNG2.dll file is not downloaded to c:\windows\system32 during the Contact
Solution
Extract SSPNG2.dll from c:\Program Files\Nortel
Networks\WClient\Apps\Common\Controls\ccTree.cab into
c:\windows\system32.

Client PCs cannot communicate with the

CCMA server
A number of issues can cause communication problems between client PCs and
the Contact Center Manager Administration server. You must identify the
source of your problem before determining the solution.
Solution
Verify that the Contact Center Manager Administration user name and password
are valid.
If you confirmed that the user name and password are valid, you must check the
following issues to identify your specific problem:
Test the communication from the client to the Contact Center Manager
Verify that Web users have permissions on all directories in the Contact
Center Manager Administration Web site. When Contact Center Manager
Administration is installed, it uses the default settings stored in IIS. If Web
users do not have permissions, contact your site administrator for details
about changing the settings in IIS.
If you configured a Domain Name Server (DNS), verify that the computer
name of the Contact Center Manager Administration server is registered on
the DNS. If the computer name is not registered on your DNS, Contact
Center Manager Administration does not function properly.
If you did not configure a DNS server, verify that you added the computer
name of the Contact Center Manager Administration server to the HOSTS
table on each client PC that accesses Contact Center Manager
Administration.
Check if Internet Explorer uses a proxy server.
Ensure that the IIS service is running on the Contact Center Manager
Ensure that Active Directory Application Mode is installed on the Contact

Confirm that the event viewer logs are configured correctly on the Contact
Center Manager Administration server. For more information, see
“Configuring the event viewer logs on the Contact Center Manager
Administration server” on page 3057.
Testing communication from the client to the Contact Center

If the client cannot connect to the Contact Center Manager Administration
server, and you verified that the Contact Center Manager Administration user
name and password are valid, follow these steps:
1 Ping the Contact Center Manager Administration server.
2 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
3 Check your cabling.
4 Make sure the Web site is active on the Contact Center Manager
5 Make sure the computer name of the Contact Center Manager
Administration server is registered on the DNS server.
Contact your system administrator if the Web site is active, the IP
addresses are valid, and you are unable to successfully ping the Contact
Checking if Internet Explorer uses a Proxy Server

If the client cannot connect to the Contact Center Manager Administration
server, check whether Internet Explorer uses a Proxy Server.
1 On the Internet Explorer menu bar, click Tools > Internet Options >
Connections > Lan Settings.
2 If the User Proxy Server check box is selected, contact your Proxy Server
administrator to verify that there are no restrictions preventing you from
accessing the Contact Center Manager Server server.

Add the computer name of the CCMA server to the HOSTS table on
each client PC (if you did not configure a DNS)
Nortel recommends that the Contact Center Manager Administration server host
name be resolved by the corporate DNS. However, if you did not configure a
name resolution server during the operating system installation, then the client
PCs that connect to Contact Center Manager Server cannot find the Contact
Center Manager Administration server. In this case, your next step is to
manually update the HOSTS table on each client PC with the name and Nortel
Server subnet network interface IP address of the Contact Center Manager
When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server name must be associated
with an IP address. The HOSTS table carries out this association, which is called
host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Based on the operating system installed on the client PC, sample host tables are
located in varying directories. With the Windows 2003 installation, for example,
sample HOSTS tables are provided in the following directory:
[x]:\WINDOWS\system32\drivers\etc
On each client PC, use a text editor to modify the HOSTS tables by entering the
computer name and IP address of the Contact Center Manager Administration
server.
ATTENTION
You do not have to use HOSTS tables for name resolution
if the name of the Contact Center Manager Administration
server is registered on a DNS server.

The following sample HOSTS tables are provided as a guideline, but are not
intended to indicate exactly how the HOSTS tables are configured on the client
PC.
ATTENTION
Incorrectly modifying a HOSTS table on the client PC can
cause extensive network problems. Before you modify any
of the HOSTS tables on the client PC, you must carefully
review the detailed information about HOSTS in the
supporting Microsoft documentation.
The HOSTS table consists of a list of IP addresses followed by a computer name

(for example, 123.4.56.100 Webclient.nortel.com).
At the end of the file, type the IP address and computer name of the Contact
Center Manager Administration server. Separate the two values by using the
space or tab key.
HOSTS tables are case-sensitive.
After you edit and save the HOSTS file, the system automatically reads your
new settings. If you edit the sample HOSTS file, save the file with no extension
to enable the system to recognize your changes.
Verifying that IIS is running on the Contact Center Manager

Administration server
Programs > Administrative Tools > Services.
2 In the right pane, locate the IIS Admin Service.
3 In the Status column, verify that the IIS Admin Service is Started.
Verifying that Microsoft Active Directory Application Mode (ADAM)

is installed on the Contact Center Manager Administration server
1 Click Start > Control Panel.

2 Double-click the Add or Remove Programs icon.

3 If the following program is listed in the Add or Remove Programs window,
ADAM is installed on the Contact Center Manager Administration server:
Adam Instance SymposiumWC
Note: The ADAM program group also appears in the Start menu program
list if ADAM is installed.
Configuring the event viewer logs on the Contact Center Manager

Administration server
If the event viewer log properties are set to the default value of overwriting
events after seven days, then the event log may become full, preventing Contact
Center Manager Administration users from logging on to the Contact Center
To avoid this problem, after you install Windows Server 2003, configure each of
the event viewer logs on the Contact Center Manager Administration server to
overwrite events as needed.
Programs > Administrative Tools > Event Viewer.
Result: The Event Viewer window appears, listing the log files on the Tree
tab.
2 On the Tree tab, right-click the first log file, Application Log, and from the
menu, click Properties.
Result: The corresponding Properties window appears.
3 In the Log size area of the window, ensure the Overwrite events as
needed option is selected.
5 Perform this procedure for each of the log files in the tree.

Running two CCMA sessions simultaneously

on one client PC
For proper Contact Center Manager Administration functionality, you cannot

run more than one Contact Center Manager Administration session at any given
time on a single client PC. In certain scenarios, if you run more than one session
simultaneously on a client PC (with different Contact Center Manager
Administration users), interference can occur between the sessions.

Internet Explorer problems on the client PC
To identify the source of your problem, verify:

that Internet Explorer 6.0 or later is installed with the latest supported
Service Pack on the client PC. For information about the service packs that
are validated with Contact Center Manager Administration, consult the
Contact Center Portfolio Service Packs Compatibility and Security
Hotfixes Applicability List at www.nortel.com.
that you configured security in Internet Explorer correctly. For more
information, see “Configuring Internet Explorer 6.0 or later on the client
PC” on page 578.
Solution
If you receive error messages from Internet Explorer indicating that your Web
site cannot run Out of Process components, you must enable Out of Process
components.
Enabling Out of Process components

1 Create a script called AspAllowOutOfProcComponents.vbs using any text
editor. Insert the following commands:
Set objWebService = GetObject("IIS://LocalHost/w3svc")

' Enable AspAllowOutOfProcComponents.
objWebService.Put "AspAllowOutOfProcComponents", True
' Save the changed value to the metabase.
objWebService.SetInfo
2 Save the script.

3 In Windows Explorer, double-click the script.
4 If this fails, reinstall the software.

Internet Explorer problems on the client PC

running Windows XP SP2
Your client PC has Windows XP with Service Pack 2 installed. When you open
a browser and log on to Contact Center Manager Administration, you receive
messages regarding the running of .msi files (for example, the ClientSoap.msi
file). The following message appears: “The publisher could not be verified. Are
you sure you want to run this software?”
Additionally, an error message appears, notifying you that connections are being
blocked by firewall errors. Your options are Keep blocking, Unblock, or Ask
later.
Solution
These messages appear only when the client PC is running Windows XP with
Service Pack 2. With this operating system and service pack, Microsoft has
changed the installer version, preventing certain .msi files from being
automatically downloaded and installed.
The first part of the solution involves the installation of the client portion of
Simple Object Access Protocol (SOAP). Because Contact Center Manager
Administration requires that you download and install the ClientSoap.msi file,
you must manually accept the download and installation of this file.
1 When the message “The publisher could not be verified. Are you sure you
want to run this software?” appears, click Yes.
Result: The system installs the client portion of SOAP.
The second part of the solution involves opening the ports required for
downloading the ActiveX controls needed by Real-Time Reporting and
Emergency Help. When these ports are open, the firewall errors Keep
blocking, Unblock, or Ask later do not appear and you can automatically
download these controls when you launch these components.
2 Consult the Microsoft documentation for instructions for opening ports.
Then open the following ports individually:
Emergency Help, UDP
8200

Multicast real-time reports, UDP

7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125;
7135
Result: You can now automatically download and install the ActiveX
controls required for Emergency Help and Real-Time Reporting.

Cannot log on to CCMA after you uninstall and

reinstall CCMA and SP1
After you uninstall Contact Center Manager Administration and Service Pack 1
on a Windows 2003 server and reinstall Contact Center Manager
Administration, when you log on to Contact Center Manager Administration,
you receive the error message: “Page cannot be displayed.”
This problem occurs because the asp.dll version number changes when you
uninstall Service Pack 1. Therefore, you cannot launch ASP pages.
Solution
Complete the following procedure to reset the asp.dll version number.
1 Uninstall Contact Center Manager Administration from the application
server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
3 Reinstall IIS (Internet Information Services) and ASP.net components on
4 Reinstall Contact Center Manager Administration on the application
server.

The layout of the Web interface of CCMA is

distorted
This can occur if your display settings are not optimized for the Contact Center
Manager Administration Web interface.
Solution
Check the display settings on your computer and, if applicable, resize the font.
Checking the display settings of your computer

1 Click Start > Control Panel.
2 Double-click the Display icon.
3 Click the Settings tab.
4 In the Screen Resolution area, drag the slider until the value reads at least
1024 x 768 pixels (the screen resolution cannot be lower than this value).
5 Click the Appearance tab.
6 From the Font size list, select Normal.
Setting the font size in Internet Explorer

1 In Internet Explorer, on the View menu, click Text Size > Medium.
If the text or content displayed in Internet Explorer is too large for the
window, and you cannot resize the window, select Text Size > Smaller, or
Text Size > Smallest.

CCMA logon screen displays

ERROR:UNKNOWN!
When you attempt to launch Contact Center Manager Administration the logon
screen displays ERROR: UNKNOWN!
Solution
Ensure that display settings for Internet Explorer are configured for Western
European (ISO).
Configuring Internet Explorer display settings for Western

European (ISO)
2 In Internet Explorer, select View > Encoding.
Result: The Encoding selection menu appears.
3 Ensure that Western European (ISO) is selected.

Cannot launch windows in CCMA, pop ups are

blocked
When you attempt to launch a window in Contact Center Manager

Administration, the window does not open. You may receive a message that
says “Pop ups were blocked on this page.”

Explorer.
Solution
Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.
Disabling the Yahoo pop-up blocker

1 Launch Internet Explorer.
over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.
3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up
Disabling the Google pop-up blocker

2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.

Turning off the Windows XP Service Pack 2 pop-up blocker

1 Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

CCMA logon page displays Connect Logon

Prompt
When launch Contact Center Manager Administration, the Connect to <CCMA

server name> logon dialog box appears prompting you for a user name and
password.
Problem
The IUSR_SWC password configured in IIS does not match the password
specified for that user account in Computer Management.
Solution
Reset the IUSR_SWC password in IIS to match the IUSR_SWC password in
Computer Management. If you cannot remember the original IUSR_SWC
password, reset the password in Computer Management and IIS by following
the steps in Step 25. “Add the IUSR_SWC account as the anonymous user
account” on page 293.

Jet Database Engine error
When you try to log on to Contact Center Manager Administration, you receive
the following JET Database Engine error:
“Microsoft JET Database Engine error ‘80004005’
Unspecified error
/SWCCommon/includes/internationalization.inc, line 21”
Solution
1. Add the IUSR_SWC User to the Administrator group on the server.
2. Open to command prompt, and type %temp% to navigate to the Local
Settings Temp Directory.
3. Add the Administrator group and the Authenticated Users group to the
security settings for the Temp Directory with Read/Write permissions.
4. Reset IIS.

Cannot download third-party controls to the

client PC
If your client PC runs Windows 2000 and you experience problems

downloading required third-party controls to the client PC, it can be due to the
settings for the local security policy, Unsigned non-driver installation behavior.
If this policy is set to Do not allow installation, then you cannot install unsigned
third-party controls on the client PC. For more information about this policy,
and for instructions for changing its settings, see “Verifying your local security
policy settings (Windows 2000 only)” on page 611.

Cannot upgrade Agent Desktop Display
Agent Desktop Display fails to upgrade from Symposium Web Client 4.5 to
Contact Center Manager Administration 6.0 on client PCs.
This can occur if you have proxy settings turned on when you attempt to
upgrade Agent Desktop Display.
Solution
Ensure that proxy settings are turned off before you upgrade Agent Desktop
Display.
Turning off proxy settings

1 On Internet Explorer, click Tools > Internet Options.
3 Clear the Use a proxy server for your LAN check box.
4 Click OK.
If your network security policy requires it, you must turn proxy settings back on
after you complete the Agent Desktop Display upgrade.

Agent Desktop Displays do not show any data
When you launch Agent Desktop Displays, the data returned is either negative
values or long data strings.
Solution
On the Contact Center Manager Server, ensure that the RSM Compression
check box is clear in the RTD Multicast Controller window. If you select the
RSM Compression check box when you configure Contact Center Manager
Server, Real-Time displays and Agent Desktop Displays do not function in
Ensuring that the RSM Compression option is not configured on

Nortel Contact Center > Manager Server > Multicast Stream Control.
Result: The RTD Multicast Controller window opens.
2 In the Compression section of the RTD Multicast Controller window,
deselect the RSM Compression option.
3 Click Apply.
4 Click OK.
6 To activate new RSM settings on the Contact Center Manager Server
(except multicast rates), stop and start the Statistical Data Propagator
(SDP) service.

The browser prevents ActiveX controls from

installing
You receive either of the following errors:
Problem
The Internet Explorer security setting Automatic prompting for ActiveX
controls is set to Disable.
Solution
Complete the following procedure to set the security setting Automatic
prompting for ActiveX controls to enable. Alternatively, you can set the security
setting Download signed ActiveX controls to enable. For more information, see
“Configuring Internet Explorer 6.0 or later on the client PC” on page 578.
1 Open Internet Explorer
2 From the menu, select Tools > Internet Options.
3 Select the Security tab.


Result: The Security Settings window appears.
6 Under the ActiveX controls and plug-ins heading, for Automatic
prompting for ActiveX controls, select the Enable option.
7 Click OK.
Result: A dialog box appears asking you to confirm your choice.
8 Click Yes.
9 Restart Internet Explorer for the changes to take effect.
Now when the browser encounters an ActiveX control, a dialog box
appears asking the user if they want to install the control. To install the
control, click Install. Below is an example of what the user sees.


Section G: CCMA server problems
In this section
Simple Object Access Protocol errors 3076
You forgot the iceAdmin password 3083
CCMA is not functioning correctly 3089
CCMA LMService license grant/release events are not logged 3092

Simple Object Access Protocol errors
When you investigate Simple Object Access Protocol (SOAP) errors, you must
check the settings and configuration on both the Contact Center Manager
Administration server and the client PCs. This section is separated into the
actions that you perform on each type of computer.
SOAP errors on the Contact Center Manager Administration server

If you receive SOAP errors, check the following on the Contact Center Manager
Administration server:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
details, see “Configuring Internet Explorer 6.0 or later on the client PC” on
page 578.
In “Configuring Internet Explorer 6.0 or later on the client PC” on page
578, there are three options to configure Internet Explorer; Option 1 is the
only one that requires you to set the Contact Center Manager
Administration server as a Trusted Site. If you follow this option, you must
also add the Contact Center Manager Administration server fully qualified
domain name as a Trusted Site when your server meets the following
conditions:
You use the Contact Center Manager Administration server as a client
PC.
You use the server fully qualified domain name as the default URL to
access Contact Center Manager Administration (as opposed to the
computer name), and you typed this name in the SOAP Configuration
Administration on the server.
You do not have to perform this step if you configured Internet Explorer
according to Options 2 or 3.
2. Check for the required files on the Contact Center Manager Administration
server, as follows:

In the following path, C:\Program Files\Common

Files\MSSOAP\Binaries where C is the drive on which SOAP is
installed, ensure that these required SOAP .dll files exist:
MSSOAP30.dll
SOAPIS30.dll
WHSC30.dll
WISC30.dll
In the following path,
C:\Program Files\Common Files\MSSOAP\Binaries\Resources\1033
where C is the drive on which SOAP is installed, ensure that this
required SOAP .dll file exists:
MSSOAPR30.dll
In the following path, C:\WINNT\System32 where C is the drive on
which the operating system is installed, ensure that the following
Microsoft XML parser files exist:
msxml4.dll
msxml4r.dll
3. Ensure that the Contact Center Manager Administration server is registered
with the DNS server by logging on to Contact Center Manager
Administration using the server name, instead of the IP address.
a. On the Contact Center Manager Administration server (or on a client
PC), open Internet Explorer.
b. In the Address box, type the URL of your Contact Center Manager
Administration server, using the appropriate protocol for your network
(either HTTP or HTTPS).
Result: If the server is registered with the DNS server, then the
Contact Center Manager Administration Logon page appears. If an
error message appears, then the server name is not registered with the
DNS server.
4. Ensure that the appropriate SOAP files are using the Contact Center
Manager Administration server name as follows:
a. Navigate to the location where Contact Center Manager Administration
is installed:
X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP

b. Use a text editor, such as Notepad, to open the WSDL file,

SOAPWrapper.WSDL.
c. Scroll down to the end of the file and ensure that the port address does
not reference localhost, but the Contact Center Manager
Administration server name.
If the port address references the localhost, for example,
<soap:addresslocation='http://localhost/SWCCommon/SOAP/
SOAPWrapperCommon.ASP'/>, you must replace localhost with the
computer name of the Contact Center Manager Administration server. If
the the computer name of the Contact Center Manager Administration
server is SWCCONFIG, the port address is <soap:addresslocation='http://
SWCCONFIG/SWCCommon/SOAP/SOAPWrapperCommon.ASP'/>
5. Ensure that IIS is configured correctly, as follows:
a. Click Start > All Programs > Administrative Tools > Internet
Services Manager.
b. In the Internet Information Services window, click the plus sign (+)
beside the server name.
c. In the tree, right-click Default Web Site, and then click Properties from
the menu.
d. Click the Home Directory tab.
e. Click Configuration.
f. On the App Mappings tab, in the Application Mappings box, verify
whether the .wsdl extension appears under the Extension column
heading.
g. If this value exists, then it references the SOAPISAP.dll at the location
C:\Program Files\Common Files\MSSoap\Binaries\SOAPISAP.dll.
h. Select this line, and then click Remove.
i. Click OK twice to save your changes.
j. Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6. Ensure that the system can load the WSDL file, as follows:
a. Open Internet Explorer.

b. In the Address box, type the location of the WSDL file:

http://servername/Common/SOAP/SOAPWrapper.WSDL
where servername is the computer name of the Contact Center
c. Press Enter.
Result: The WSDL file appears in XML format. If the system cannot
load the file in this format, then an error message appears.
SOAP errors on the Client PC

If you receive SOAP errors on the client PC, check the following on the client
PC:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
details, see “Configuring Internet Explorer 6.0 or later on the client PC” on
page 578.
In “Configuring Internet Explorer 6.0 or later on the client PC” on page
578, you must set the Contact Center Manager Administration server as a
Trusted Site.
You must also add the Contact Center Manager Administration server fully
qualified domain name as a Trusted Site on the client PC when you use the
server fully qualified domain name as the default URL to access Contact
Center Manager Administration (as opposed to the computer name), and
you typed this name in the SOAP Configuration Parameters window when
you installed Contact Center Manager Administration on the server.
2. Ensure that ClientSoap.msi is installed. To verify whether it is installed,
ensure that all the SOAP and Microsoft XML parser files noted on page
3077 are in the same locations on the client PC.
The file WHSC30.dll only appears on client PCs running Windows Server
2003 and Windows XP. If the client PC runs on any other platform, then
this file is not applicable.
3. If ClientSoap.msi is not installed, then a message appears when you first
attempt to log on to Contact Center Manager Administration, giving you
the option of downloading the Client Soap package from the Contact

Center Manager Administration server. You must have administrative

privileges to install this package.
4. If you used the fully qualified domain name in the SOAP Configuration
Administration on the server, then you must also add this name as a Trusted
Site on each client PC that accesses the Contact Center Manager
Administration server. Ensure that the name is set as a Trusted Site by
a. Click Tools > Internet Options.
b. Click the Security tab.
c. Click the Trusted Sites icon.
d. Click Sites.
e. Clear the Require server verification {https:} for all sites in this
zone check box.
f. In the Web sites box, ensure that the fully qualified domain name
appears.

You receive a message to run the

ChangeSOAPSrv utility
This message and the procedure that follows are applicable only to Symposium
Web Client 4.5 SU05 or later; the message does not appear if you have a
previous release of the software installed.
This message appears when you launch a component that requires SOAP (for
example, the Configuration component), but SOAP has not been configured
correctly. When you launch the utility, it reconfigures the server name settings
in the .WSDL files, enabling SOAP to function properly.
This message usually appears because the incorrect server name was entered in
the SOAP Configuration Parameters window during the Contact Center
Manager Administration installation. If the Contact Center Manager
Administration default URL is the Contact Center Manager Administration
server fully qualified host name (for example, <computername>.<domain
name>.com), then you must type this name during the installation. Likewise, if
the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you must type
the fully qualified domain name in the SOAP Configuration Parameters
window. However, if the server computer name was entered in this window
instead, then SOAP malfunctions, and the ChangeSOAPSrv message appears.

If you received a message indicating that you must run the ChangeSOAPSrv
utility, perform this procedure.
1 Make note of the path that appears in the message. If you closed the
message, you can make it reappear by launching the same Contact Center
Manager Administration component again (for example, Configuration).
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact

in the message): ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<computer name> where
<computer 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).
4 Press Enter.

You forgot the iceAdmin password
If you forget or misplace the iceAdmin password, you can use the procedure in
this section to reset it.
You can also use the first part of this procedure (steps 1 to 7) if you forget or
misplace the password when you upgrade from Contact Center Manager
Administration to a later release. During the upgrade process, the system asks
you to type the old iceAdmin password. At this point in the installation—and
without halting the installation process—you can perform steps 1 to 7 in the
following procedure, and then return directly to the upgrade installation, typing
the iceAdmin password that you supply in step 6 in the following procedure as
the old iceAdmin password in the upgrade installation.
Manually resetting the password involves the following two main steps:
1. Reset the password in Windows.
2. Reset the password by using the iceAdmin Password Change utility that is
provided with Contact Center Manager Administration.
Resetting the iceAdmin password in Windows

You must log on as a user with administrator privileges before you perform this
procedure.

1 On the Contact Center Manager Administration server, click Click Start >


4 Locate and right-click the iceAdmin user.

5 From the menu, select Set Password.
6 In the boxes provided, type the new password and confirm the password.
7 Click OK.
8 Close all windows to save your changes. Continue with the following steps
to change the password using the iceAdmin Password Change Utility.

Changing the password using the iceAdmin Password Change Utility



4 In the Old Password box, type the same password that you used in step 6.
5 In the New Password box, type a new password for the iceAdmin user
account.
If your Contact Center Manager Administration server is a member of an
7 If you do not want to export scheduled reports to a domain account, or if the
domain account button is disabled, proceed to step 8.
OR
To export scheduled reports to a domain account, click Domain Account.
8 In the Select Domain Name field, select the name of the domain that you
want to add from the drop-down menu.
9 In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your network
administrator.
10 In the Enter Domain Account Password field, enter the domain account
password.
11 In the Confirm Domain Account Password field, reenter the domain
account password.

12 Click OK.
iceAdmin account.
13 Click OK.
and then registers the new password in all required components.

CCMA is not functioning correctly
Various issues arise in Contact Center Manager Administration functionality

including any or all of the following:
You cannot open scripts.
You cannot launch the Historical Reporting Component (Debug Error
displayed and no Contact Center Manager servers listed).
You cannot view online Help.
You cannot launch Connection Status.
You cannot launch the About Contact Center Manager Administration
window.
Pages and tabs do not load correctly.
New components and features are unavailable.
Scripting errors occur.
Solution
Check for the following possible sources of the problem:
1. Ensure that you removed or disabled all Blocking Popups software.
2. Ensure that you refreshed your servers.
Disabling the Yahoo pop-up blocker

Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.
over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.

3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up

Disabling the Google pop-up blocker

2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.
Turning off the Windows XP Service Pack 2 pop-up blocker

Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.
Refreshing all servers in the system tree

Although Contact Center Manager Administration automatically refreshes all
servers every 12 hours, Nortel recommends that you manually refresh servers in
the following scenarios to ensure that Contact Center Manager Administration
Administration.
Manager Server.
Manager Server.

4 Click Yes.
5 Click Yes.
in the Audit Trail.

CCMA LMService license grant/release events

are not logged
Contact Center Manager Administration LMService events 18002, 18003,

18004 and 18005 are not logged to the Windows security event log on Contact
Center Manager Administration when the user opens or closes a Report Creation
Wizard browser session. This problem can occur if the the Audit Object Access
security policy is not configured to audit success and failure attempts.
Solution
Complete the following procedure to configure the Audit Object Access security
policy to audit success and failure attempts.
Administrative Tools > Local Security Policy.
Result: The Local Securities Settings window appears.
2 In the left pane, expand the Local Policies folder by clicking the plus (+)
sign next to Local Policies.
3 In the Local Policies folder in the left pane, click the Audit Policy sub-
folder.
Result: A list of audit policies appears in the right pane.
4 In the right pane, double-click Audit Object Access.
Result: The Audit object access Properties window appears.
5 In the Audit object access Properties window, select Success.
Result: A check mark appears next to the Success option.
6 In the Audit object access Properties window, select Failure.
Result: A check mark appears next to the Failure option.
7 Click Apply.
8 Click OK.

Section H: Real-Time Statistics

Multicast problems
In this section
Overview 3094
Interpreting error messages on the client PC 3096
Troubleshoot Real-Time Statistics Multicast from the CCMA server 3099
The ICERtdTrace tool test shows that the server is not sending multicast 3102
Troubleshoot Real-Time Statistics Multicast from the CCMS 3103
No data is multicasted out 3106

Overview
Various issues can affect your Real-Time Statistics Multicast (RSM). The
source of your problem can originate in the following network components:
the client PC
the Contact Center Manager Administration server
the Contact Center Manager Server
This section provides information about how to investigate the source of your
issue by analyzing symptoms and using tools provided by Nortel in each of the
network components.
The IP multicast addresses that you select for RSM sending and receiving must
be within the 224.0.1.0 and 239.255.255.255 range. Check with your network
administrator for acceptable IP multicast addresses for your specific network.
Determine the transmission method that is enabled on the Contact

To troubleshoot problems with Real-Time Displays, when you first launch a
display and while the system is retrieving data, an icon appears on the display,
identifying whether the Contact Center Manager Administration server supports
multicast clients, unicast clients, or both multicast and unicast clients.
The following figure shows a display in which both icons are shown, indicating
that the Contact Center Manager Administration server supports both multicast
and unicast. In cases where only one transmission method is enabled, the
corresponding icon appears on the display alone.

After the display is launched, the icon indicates that the transmission mode that
is actually being used to launch the display. The following figure shows a
display that is receiving data through a unicast connection, a dedicated
connection between the Contact Center Manager Administration server and
client PC:
If this display were receiving multicast data, there would be a multicast icon at
the top and there would be no direct connection to the Contact Center Manager
Administration server. Instead, the client would be “listening” to a shared
multicast data stream.

Interpreting error messages on the client PC
This section describes how to interpret RSM error messages on the client PC.
No unicast sessions available
This error normally appears on a client computer when an attempt to open a

unicast channel fails and the client is not receiving multicast data. From the error
message shown in the figure, you can see that the Contact Center Manager
Administration server supports both multicast and unicast clients, so the
implication is that this client is on a unicast-only segment of the network. The
absence of a unicast icon indicates that the unicast connection was not
successfully established and the client PC is not receiving data packets.
In this case, close the display and try to launch it again later. If the problem
persists, you may need to increase the number of unicast connections that the
Contact Center Manager Administration server allows (subject to prior
engineering analysis).

No relevant data
This window appears on a client computer when it is receiving data, but the data
is not relevant for the current display (for example, when the information is not
available within the user’s partitions or the current filter blocks the data from the
display). The presence of the unicast icon indicates that a unicast connection was
successfully established and the client PC is receiving data packets.
No data is available on the network
This window appears on a client PC when it is not receiving any data. There is
no icon at the top of the window, indicating that the display is not receiving any
data. The Transmit Mode = Multicast note implies that the server only supports
multicast, but, in this case, the client PC is not receiving multicast data. This
may be the result of a network problem, or it may mean that the server can
support unicast, but it has not been enabled.

Report the problem to your administrator so that the administrator can check the
Contact Center Manager Administration server settings and enable unicast, if
necessary. The administrator may also check the network settings to determine
why the client PCs cannot receive multicast data.
The characters * and 0 appear in the display
Occasionally, the statistics in a Real-Time Display may stop updating and the
characters * and 0 appear instead of the variable fields. In a unicast environment,
this indicates that the server has stopped sending data to this client.
You must close and reopen the display. In a multicast environment, this
indicates that the server may have stopped sending the multicast stream. Run a
trace on the Contact Center Manager Administration server if the problem
persists.

Troubleshoot Real-Time Statistics Multicast

from the CCMA server
To troubleshoot Real-Time Statistics Multicast (RSM) from the Contact Center

Manager Administration server, complete the following:
Ensure that the LAN/WAN supports multicast traffic by contacting your
network administrator to confirm that the routers have multicast
capabilities.
Verify that you installed Microsoft Windows 2003 Service Pack 1. If you
did not install Service Pack 1, you may not have the Internet Group
Management Protocol (IGMP) hotfix patch that is required for real-time
statistics multicast.
Verify that you can send and receive data between Contact Center Manager
Server, the Contact Center Manager Administration server, and the Contact
Center Manager Administration server clients. For more information, see
“Use ICERTDTrace to trace IP multicast data,” on page 3099.
Confirm that the Real-Time Statistics Multicast (RSM) components are
sending data to the same IP multicast address.
Check the IP Receive address for the Contact Center Manager
Administration server. Make sure that it matches the IP Send multicast
address setting in Contact Center Manager Server.
Use ICERTDTrace to trace IP multicast data

Real-Time Display configurations of Contact Center Manager Administration
include a diagnostic tool called ICERTDTrace.exe to assist you in determining
whether your network has been configured properly for IP multicasting. If you
are experiencing Real-Time Reporting or Agent Desktop Display problems, you
can also use the tool to identify where the problem originates.
Use the ICERTDTrace.exe to determine why real-time reporting is not

displaying information about the Contact Center Manager Administration server
after you have configured RSM on Contact Center Manager Server.

Using ICERTDTrace to test that the CCMA server is receiving

multicast from the CCMS
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder
C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server
where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Enter the following command to trace data sent from Contact Center
Manager Server to the Contact Center Manager Administration server:
icertdtrace -r IPreceive <IP Multicast receive address> -s <CCMS
server name> -t <statistic type>
Note the following:
<statistic type> must agent, application, skillset, ivr, nodal, or route
The multicast address must be specified if the -s or -t options are used.
The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPRcvLog.txt.
Using ICERTDTrace to test that the CCMA server is sending multicast

to clients
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder
C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server
where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Enter the following command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note the following:
<statistic type> must be agent, application, skillset, ivr, nodal, or route


Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPSndLog.txt.

The ICERtdTrace tool test shows that the

server is not sending multicast
To solve this problem, check that the ICERtd Service is running.
Check the application event log in the Windows Event viewer. If the event log
contains errors relating to machine names or IP addresses, verify that all the
configured Contact Center Manager Servers can be reached by their specified
names (that is, ping the individual names and verify that the IP address that the
system uses in the ping is the same one that appears in the Contact Center
Manager Administration Configuration screen).

Troubleshoot Real-Time Statistics Multicast

from the CCMS
If you experience problems with Real-Time Displays, you can use the Multicast
Receive utility (mRcv.exe) on the Contact Center Manager Server to test the
RSM service.
The mRcv.exe utility displays statistical information according to the settings

specified in a configuration tool called mRcv.ini.
Testing the RSM service using the mRcv.exe

Because the mRcv.exe utility tests the RSM service send capabilities one port at
a time, you must specify which IP address and port utility monitor the Mcast
section of mRcv.ini file.
1 Modify the mRcv.ini file.
a. Click Start > Programs > Windows Explorer.
b. Navigate to the folder <drive>:\Nortel\iccm\bin\mRcv.ini.
c. Use a text editor to open mRcv.ini.
Result: The mRcv.ini file appears.

d. Modify the IP address or the port number, or both. The IP address field
must be the multicast IP address of the Contact Center Manager
Server. The port number corresponds to the port number of the statistic
that you want to test.
Note: The port numbers listed within the section bordered by the number
(#) symbols in the mRcv.ini file are for reference only and list all of the
acceptable port numbers that you can use in your test. You can use these
port numbers as an easy-to-access list of valid ports that are being used in
the system to display data. The only portion of the mRcv.ini file that can be
modified is the [MCast] section at the bottom of the file.
For example, if you want to test receipt of Skillset - Interval to date data
using mRcv.exe, check the port number for Skillset - Interval to date in the
mRcv.ini file, and then change the port number for Skillset - Interval to date
in the mRcv.ini file, and then change the Port=setting in the [Mcast] section
to that port number. If Skillset - Interval to date = 6040 in the mRcv.ini file,
the [Mcast] section of the mRcv.ini file must be modified as follows:
[MCast]
IP=234.5.6.7
Port=6040
Attention: The IP address must match your IP multicast address.
e. Save the mRcv.ini file.

2 Click Start > Programs > Windows Explorer.

3 Navigate to the folder <drive>:\Nortel\iccm\bin.
4 Double-click mRcv.eve.
Result: The mRcv.exe utility opens in a console window. If data is
multicasted out, the command prompt window is populated with incoming
data from the port and IP address that you specified in the mRcv.ini file.
Note: The mRcv.exe utility displays all data being received on the selected
port, including data that is not recognizable by RSM. All non-RSM data is
identified as “Not recognized by RSM.”
5 Save the mRcv.exe utility data.
a. Run mRcv.exe from the command prompt (that is,
<drive>:\Nortel\iccm\bin\mrcv>log.txt).
Result: The log file with the name log.txt is saved in the same folder as
mRcv.exe.

No data is multicasted out
Ensure that all types of statistics are selected in the MulticastCtrl.exe.
Ensuring that all types of statistics are selected in the

MulticastCtrl.exe
1 Click Start > Programs > Windows Explorer.
2 Navigate to the folder, <drive>:\Nortel\iccm\bin.
3 Double-click MulticastCtrl.exe.
Result: The RTD Multicast controller window appears.
4 Ensure that all types of statistics are selected.

5 Click Apply.

Section I: Real-time reporting
In this section
Real-Time displays do not show any data 3108
Cannot launch Real-Time Displays 3110
Cannot launch RTDs, others display negative values or long data strings 3113
No names appear in Real-Time Displays 3114
Network Consolidated Real-Time Displays are missing some sites 3122
Site does not appear in NCRTD when added by IP address 3123
Agent Map does not launch on upgrade from SWC4.5 to CCMA 6.0 3124
Agent name change is not reflected in the Standard Agent Display 3125

Real-Time displays do not show any data
When you launch a Real-Time Display, no data is presented.
Solution
On the Contact Center Manager Administration server, verify the following:
that the Contact Center Manager Server IP address can be correctly
resolved to the server name
that the Contact Center Manager Server name can be correctly resolved to
the expected IP address
option has not been selected in the RTD Multicast Controller window. If you
select the RSM Compression option when you configure Contact Center
Manager Server, Real-Time Displays and Agent Desktop Displays do not
function in Contact Center Manager Administration.
Verifying the IP address and server name on the Contact Center

2 Type cmd.
3 Click OK.
Result: The Command Prompt window appears.
4 At the command prompt, type ping <Contact Center Manager Server
name>.
5 Press Enter.
Result: The Contact Center Manager Server IP address and the packets
sent and received are displayed.
Note: If unexpected results are returned, check your DNS setting and the
local host file on the server for incorrect entries.
6 At the command prompt, type ping -a <Contact Center Manager Server
IP Address>.

7 Press Enter.
Result: The Contact Center Manager Server name and the packets sent
and received are displayed.
8 If unexpected results are returned, check your DNS setting and the local
host file on the server for incorrect entries.

3 Click Apply.
4 Click OK.
(SDP) service.

Cannot launch Real-Time Displays
In Contact Center Manager Administration, to enable the Real-Time Displays to

start properly, the system downloads and registers a new RTDControl to the
client PC when you launch a Real-Time Display for the first time.
Solution
If you cannot launch Real-Time Displays on a client PC, it can be because you
have enforced user policies that deny access to the registry on the PC, and,
therefore, prevent the system from downloading and registering the new
RTDControl.
To download the RTDControl, you can:

1. Download the RTDControl manually.
2. Download the Multicast Trace Tool.msi on the client PC.
Downloading the RTDControl manually

1 Log on to the client PC as the local administrator (or as a user with registry
permissions).
2 Open Contact Center Manager Administration.
3 Open the Real-Time Reporting component.
4 Launch a Real-Time Display.
Result: The system downloads and registers the required RTDControl to
the client PC. Now regular users can log on to the client PC and launch
Real-Time Displays.
5 Perform this procedure on every client PC upon which Real-Time Displays
are launched.
If you experience problems downloading third-party controls to the client PC,

check your local security settings. Ensure that the local security setting,
Unsigned non-driver installation behavior, is not set to Do not allow installation.
For more information, see “Verifying your local security policy settings
(Windows 2000 only)” on page 611.

Downloading the Multicast Trace Tool.msi on the client PC

2 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
3 In this directory, double-click the file Multicast Trace Tool.msi to begin the
installation.
Welcome window.
4 Click Next.
5 Click Next to install to the default folder, or click Change to install to a
different folder,
6 Click Install.
Result: The program is installed and the InstallShield Wizard completed
window appears.
7 Click Finish.
Running the Multicast Trace Tool.msi

You must run the trace tool from the MS-DOS command prompt. Note that
MS-DOS does not accept names with more than eight characters on some
Windows operating systems.
1 From the MS-DOS command prompt, change the directory to the folder on
the client PC to which the files were copied. For example:
c:\Program Files\Nortel\Contact Center\Multicast Trace tool
2 To verify that the client PC is receiving data, type the following command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note the following:
<statistic type> must be agent, application, skillset, ivr, nodal, or route


Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent
Result: If the client PC is receiving statistics from the Contact Center
Manager Administration server, the data appears on the monitor. The data
is displayed by server name and statistic type, making it possible to see a
particular data stream from a particular server.
3 To stop the information from scrolling, press Ctrl+C. You can also view the
log file that captures the information, IPSndLog.txt, in the same directory.

Cannot launch RTDs, others display negative

values or long data strings
Some Real-time Displays cannot launch and the other displays that can launch
display negative values and long data strings.
Solution
check box is clear in the RTD Multicast Controller window. If you select the
RSM Compression check box when you configure Contact Center Manager
Server, Real-Time displays and Agent Desktop Displays do not function in

3 Click Apply.
4 Click OK.
(SDP) service.

No names appear in Real-Time Displays
The following symptoms may appear in your Real-Time Displays:

Agent names and answering skillset names appear as *UNKNOWN* in
agent Real-Time Displays.
Route names appear as *UNKNOWN* in route Real-Time Displays.
IVR queue names appear as *UNKNOWN* in IVR Real-Time Displays.
Skillset and application names appear incorrectly in skillset and application
Real-Time Displays.
Problem
There may be a problem with the permissions in IIS, the network settings, the
configuration of your DNS server, or there may be delays in the network causing
timeouts.
Solution
1. Check that IIS permissions are correctly configured.
2. Ensure an XML file loads in the browser.
3. Set the IP address field in IIS to All Unassigned.
4. Check address configurations for Host Headers.
5. Ensure the anonymous user account has been assigned the correct
permissions.
Verifying that IIS permissions are correctly configured

1 On the Contact Center Manager Administration server, in the Internet
Explorer address bar, type http://localhost.
2 Press Enter.
Result: If IIS is correctly configured, you see the logon page. If the
following error appears, the IIS permissions are incorrectly configured.

HTTP 403.6 - Forbidden: IP address rejected
Correctly configure IIS for Real-Time Displays

Manager.
computer).


6 In the IP Address and Domain Name Restrictions section of the window,

click Edit.
Result: The IP Address and Domain Name Restrictions dialog box
appears.
7 Ensure that the local host address 127.0.0.1 is added to the list of allowed
computers.
8 Click OK.

Checking if the URL loads an XML file on the browser

1 On the Contact Center Manager Administration server, in the Internet
Explorer address bar, type http://localhost/common/soaplisten/
rtdservice.xml
Result: The XML file appears in the browser.
Note: If this fails, replace local host with the name of the Contact Center
2 If the XML file in the browser does not load after you replace local host
with the name of the Contact Center Manager Administration server, you
must ensure that IP address field in IIS is set to All Unassigned.
Setting the IP address field in IIS to All Unassigned

Manager.
computer).

5 On the Web Site page, from the IP address list, ensure that All
Unassigned is selected.
Checking the address configurations for Host Headers

On Windows 2003 systems, it is possible to receive *UNKNOWN* in the agent
display if you configured Host Headers for the addresses.
Manager.
computer).

5 Click Advanced.
Result: The Advanced Web Site Identification windows appears.
6 Ensure that in the Multiple identities for this Web site list, an entry
appears for the Default address only and that the Host Header field is
empty. If the Host Header field is populated, or if entries for IP Addresses
other than Default appear, you must have an entry for localhost.
Ensuring the anonymous user account has been assigned the correct
permissions
If your anonymous user account is modified, this may cause *unknown* to
appear in Standard Agent Display. If the user specified is not the default, then
the new user must have access to all of the files under the Program Files\Nortel
Networks\WClient\Apps folder. Specifically, the user must be able to access the
common\soaplisten files.

Manager.
computer).
6 Under Authentication and access control, click Edit.
7 Ensure that the specified anonymous user is a member of one of the
groups with access to all of the required files.

Network Consolidated Real-Time Displays are

missing some sites
For all users (except the webadmin user), the Network Consolidated Real-Time
Displays do not display data for a Contact Center Manager Server site
configured on the Contact Center Manager Administration server with a fully
qualified hostname (for example, CCMS_test1.enterprise.europe.nortel.com).
Skillsets from a server configured in this way do not display.
Solution
You must use the non-fully qualified hostname (for example, CCMS1_test1).

Site does not appear in NCRTD when added

by IP address
Networked sites do not appear in the network consolidated real-time displays

when the server is added by IP address rather than by name.
The nodal displays for the site function correctly when added by IP address.
Solution
Modify the server configuration so that the server is entered by name.

Agent Map does not launch on upgrade from

SWC4.5 to CCMA 6.0
When launching an agent map saved in SWC 4.5 SU06, you receive the
following error:
“Microsoft VBScript runtime error '800a000d'
Type Mismatch”
Solution
Resubmit the agent map and launch the agent map again.

Agent name change is not reflected in the

Standard Agent Display
When you change the first and last name of an agent that is logged out on the
agent details page in Contact Center Manager Administration, and then log on
the same agent and relaunch the Standard Agent Display, the agent name
appears unchanged.
Solution
Restart the Contact Center Manager Administration IceRTDService and
relaunch the Standard Agent Display.


Section J: Historical Reporting and

Report Creation Wizard
problems
In this section
The report viewer is blank when launching a report 3128
Cannot connect to the data source 3129
Cannot print scheduled reports 3132
Access denied error when synchronizing user imported reports 3133
Cannot import user created report templates due to ASP script time out 3135
Historical Reports cannot retrieve large number of agents 3137
Cannot obtain a license to open Report Creation Wizard session 3138
Column Names text and data spill over the line in historical reports 3139
The scheduled report export fails on the network drive 3140
Cannot activate scheduled reports 3142
Historical reports display and print in portrait orientation 3147
Errors occur when exporting large reports to PDF 3148
Fonts are missing in Report Creation Wizard 3149

The report viewer is blank when launching a

report
When you launch a report, the report viewer is blank.
Solution
You must install the required third-party files on the client PC for the Crystal
Reports viewer to function properly. For details, see Step 61. “Install and
configure Agent Desktop Display” on page 620.

Cannot connect to the data source
You try to run historical reports, but when you connect to the server in Contact
Center Manager Server, the following error message occurs: “There is a problem
connecting to the data source.”
Solution
This problem can occur if:
The bindings order of the ELAN subnet network card and the Nortel server
subnet network card on the Contact Center Manager Server is not set up
correctly. You must configure the bindings order of the network interface
cards so that the Nortel server subnet card comes first, then the ELAN
subnet card, and then the virtual adapters for remote access. For details, see
the solution listed in the entry, ““No Supervisors Defined” error messages
appear in Contact Center Management” on page 3153.
You did not refresh your server. In the Configuration component of Contact
Center Manager Administration refresh the server to validate the
configured server details. For information about refreshing servers, see
“Refreshing a single server,” on page 2981.
If you upgrade from Symposium Call Center Server 4.2/5.0 to Contact
Center Manager Server 6.0, and the sysadmin account is not used to
configure the Symposium Call Center Server 4.2/5.0 site on the
Symposium Web Client or Contact Center Manager Administration prior to
the upgrade. Documentation of the two methods for correcting this issue
follows.
Editing the sysadmin password in Contact Center Manager

Administration
3 In the left pane, right-click the name of the Contact Center Manager Server
that is experiencing the problem.

4 Click Edit Properties. This enables the text fields for the servers name, IP
address, login ID and password.
5 In the Login ID field, change the Login ID to sysadmin.
6 In the Password field, enter the same sysadmin password that is defined
on the Symposium Call Center Server Classic Client.
7 Click Submit.
8 Refresh the same Contact Center Manager Server.
a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, click Server > Refresh Server.
c. Click Yes.
d. Click Yes.
9 On the Launchpad, select Logout.
10 Log back on to Contact Center Manager Administration.
Editing the sysadmin password using Server Utility

1 Log on to Contact Center Manager Server using the Server Utility.
2 Double-click User Administrator > Users screen.
3 Double click on the name of the user that logs on to the server through
Note: The Login ID of this user is configured in the Desktop tab and is the
same as the Login ID configured in the Server Properties page on the
Contact Center Manager Administration. For details, see “Editing the
sysadmin password in Contact Center Manager Administration” on page
3129.
4 Select the Desktop tab, and note the access class of the user.
5 Use Server Utility to delete this user.
6 Redefine this user using the same Login ID, Password, and access class.

9 Refresh the same Contact Center Manager Server.

a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, click Server > Refresh Server.
c. Click Yes.
d. Click Yes.

Cannot print scheduled reports
You cannot print scheduled reports from the Historical Reporting component.
Solution
To print scheduled reports from the Historical Reporting component, you must
add and configure a local printer on the Contact Center Manager Administration
server while logged on as the administrator. To ensure the printer is configured
correctly, see “Option 1: Configuring a network printer on the CCMA server” on
page 325.
After the printer is configured on the Contact Center Manager Administration

server, the administrator must remain logged on to the Contact Center Manager
Administration server for users to access the printer.

Access denied error when synchronizing user

imported reports
This problem can occur if the Contact Center Manager Administration IIS
directory security account (that is, IUSR_SWC) cannot read the report template
on the network drive.
This can occur for the following reasons:

The report is currently being run and Synchronization was started at the
same time.
During the last successful synchronization, the report template file that was
copied had read-only attributes on the network folder.
The source report folder on the network drive is not shared with read
permissions for IIS directory security account.
The Contact Center Manager Administration is on a workgroup and the
network PC is on a domain or vice-versa.
Solution
1. Verify the network access.
2. Make sure this report is not running.
3. Change the attributes of this report template on the network drive and
resave this report in Crystal software.
4. On Contact Center Manager Administration server, run the Synchronize
User Imported Report Templates again.
Contact Center Manager Administration is on a workgroup

To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the IIS
directory security account name and password (for example, IUSR_SWC) and
enter the password for this account.

Alternatively, you can use the net use command to verify whether you can map
to the report folder on the network drive from the Contact Center Manager
1 On the Contact Center Manager Administration server, go to MS DOS
prompt and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IUSR_SWC /
USER:IUSR_SWC
2 If the network drive cannot be mapped, check the permission on the report
folder on the network drive.
3 If the network drive can be mapped but synchronization status shows
Access denied on the network drive, contact Nortel support.
Contact Center Manager Administration is on a domain and the IIS

directory security account is also using the domain account
To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the domain
name\IIS directory security account name and password (for example,
MyDomain\Account Name) and enter the password for this account.
to the report folder on the network drive from the Contact Center Manager
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IIS domain
account /USER:domain name\IIS Domain Account Name.
3 If the network drive can be mapped but synchronization status shows
Access denied on the network drive, contact Nortel support.

Cannot import user created report templates

due to ASP script time out
A major architecture change occurred from Crystal Reports 8.5 to Crystal

Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports
are Unicode-compliant. This may cause delay or failure when importing and
generating reports on Contact Center Manager Administration if the report
templates were created in Crystal Reports 8.5 or earlier.
Solution
Resave report templates that cannot be imported and that run on Crystal Reports
8.5 or earlier versions of Crystal Reports into Crystal Reports 9 or Crystal
Reports 10. After you resave the report templates into Crystal Reports 9 or
Crystal Reports 10, you can import the report templates into Contact Center
This is not always a problem; therefore, Nortel recommends that only customers
experiencing this issue perform this procedure.
Resaving reports running on Crystal Reports 8.5 or earlier into

Crystal Reports 9 or Crystal Reports 10
1 Install Crystal Reports 10 Software on a PC other than the Contact Center
Note the following:
Crystal Reports 9 is also supported by Contact Center Manager
Administration. This procedure assumes that you are resaving reports
to Crystal Reports 10, but you can use the same procedure to resave
reports into Crystal Reports 9.
Do not install Crystal Reports 9 or 10 on the Contact Center Manager
2 On the PC on which you have installed Crystal Reports 10, create a new
directory named OldVersionTemplates.

3 Copy all custom report templates created in Crystal 8.5 or earlier versions
into the directory OldVersionTemplates.
4 On the PC on which you have installed Crystal Reports 10, create a new
directory named Crystal10Templates.
5 Open the Crystal Reports 10 software.
6 Click File > Open.
7 Go to the OldVersionTemplates directory to select one of the templates.
8 Click Open.
9 Click File > Save As to save the report template into a Crystal 10 version
template.
10 Browse to the Crystal10Templates directory and click Save.
Result: The report template is saved into a Crystal 10 version template in
the Crystal10Templates directory.
11 Repeat steps 6 - 10 for each of the report templates in the
OldVersionTemplates directory.
12 After you save all the required templates into a Crystal Reports 10 version
template, copy the Crystal Reports 10 templates to the desired PC that you
want to use for Contact Center Manager Administration browser to import
these report templates.

Historical Reports cannot retrieve large

number of agents
When you access the Historical Reporting component and attempt to retrieve a
large list of agents in the selection criteria, a blank list is returned.
Solution
Increase the OAM Timeout value in the Real-Time Reporting settings to retrieve
the agent details. For example, set the OAM Timeout value to 40000 for 4000
configured agents.

Cannot obtain a license to open Report

Creation Wizard session
Check the License Manager Service Configuration.
Checking the License Manager Service Configuration

1 Click Start > All Programs > Manager Administration > Configuration.
2 Click LMService Configuration.
3 Verify that License Manager Server IP address and port numbers are
correct.
4 For detailed logs, choose LM Service Log Level to “Debug” from the list.
5 Click OK to submit your changes, if any.
Obtaining details of the events

1 In the Windows event log, look for any entries with a source of LMService.
2 Open the log file LMService.log in notepad from CCMA install directory:
Program Files\Nortel Networks\Wclient\Nortel_Log
3 Open the License Manager Interface log in notepad (for example,
C:\LM_Interface.log)
For a co-resident server with Contact Center Manager Administration and
Contact Center Manager Server, check with the Contact Center Manager
Server administrator for the License Manager interface log file name and
location.

Column Names text and data spill over the line

in historical reports
When a historical report is run, the Column Names text and the data runs over
the line, making the report unreadable.
Solution
The issue is caused by the printer driver on the Contact Center Manager
Administration server. The generic text printer installed on the Contact Center
Manager Administration server conflicts with the report formats. The resolution
is to remove the generic text printer from the Contact Center Manager
Administration server and install the printer driver that a Crystal Web process
can see (for example, HP LaserJet 4000 Series).
Historical reports selection criteria is slow to display list of agent IDs

If the list of agent IDs in the Selection Criteria pane is taking a very long time to
populate, check the DNS entries for the Contact Center Manager Server. A
known issue occurred in which two entries were listed, the Nortel Server subnet
address and the ELAN subnet address.
Solution
If the Nortel server subnet address and the ELAN subnet address are both listed,
remove the ELAN subnet address.

The scheduled report export fails on the

network drive
This problem occurs because the Contact Center Manager Administration's

Scheduled report account (iceAdmin or the domain account) cannot write to the
folder that you have specified in the output file box when scheduling the report.
This can occur for the following reasons:

The scheduled report account or account password used for the shared
folder on the client PC does not match the scheduled report account or
account password on the Contact Center Manager Administration server.
You specified an invalid path when scheduling the report.
The network directory folder does not have read/change permissions.
A network problem occurs when connecting to the directory folder.
Solution
Use the iceAdmin Password Change Utility to reset the scheduled report account
or account password. This resets all the scheduled reports to use the correct
account name and password to export reports.
To verify the network access from Contact Center Manager Administration, use
scheduled report account name (iceAdmin or the domain account) and password
for this account to map the network drive to which the report is to be exported.
to the directory folder on the network drive from the Contact Center Manager
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
If you use iceAdmin as your scheduled report folder, type NET USE
\\<computername>\<sharename> password of iceAdmin /
USER:iceAdmin
or

If you use the domain account as your scheduled report folder, type NET
USE \\<computername>\<sharename> password of iceAdmin /
USER:<domain account name>
3 If the network drive can be mapped, try creating a file on the network folder.
If you cannot create a file on the network folder, check the share
permissions on the network folder from the network PC. It must be set to
Read/Change for the account you have set up on the network PC.
4 If you can create a file on the network folder but the scheduled report export
still fails, contact Nortel support.

Cannot activate scheduled reports
You cannot activate scheduled reports in Contact Center Manager

Administration. This problem occurs if the Internet Information Services (IIS)
default security account under anonymous access is not a member of the backup
operators group, or if you need to reset your scheduled report account (that is,
the iceAdmin password or the domain account/password).
Solution
To solve this issue, complete the following tasks:
Ensure that the IIS default security account under anonymous access is a
member of the backup operators group.
Reset scheduled report account or account password using the iceAdmin
Password Change utility.
Ensuring that IIS default security account under anonymous access

is a member of backup operators
1 Click Start > All Programs > Administrative Tools > Internet
Information Services (IIS) Manager.
computer).


7 In the Authentication Methods window, ensure that Enable Anonymous
Access is selected and take note of the user account that is listed in the
User Name box.
9 Click Start > Control Panel > Administrative Tools > Computer
Management.
13 Ensure that the IIS default security account under anonymous access is
listed under backup operators. If it is listed, proceed to “Resetting the
scheduled report account or account password using the iceAdmin
Password Change Utility” on page 3144. If the IIS default security account
under anonymous access is not listed, perform the following steps:
a. Click Add.

b. Enter the domain account as <domainname>\account name and click

OK.
or
c. Click Locations and select the domain in which the network domain
d. Click OK.
e. If you cannot see the domain account on the Contact Center Manager
Administration server, contact your network administrator for
resolution.
Resetting the scheduled report account or account password using

the iceAdmin Password Change Utility



If your Contact Center Manager Administration server is a member of an
7 If you do not want to export scheduled reports to a domain account, or if the
domain account button is disabled, proceed to step 8.
OR
To export scheduled reports to a domain account, click Domain Account.
administrator.

password.
Tip: You must enter the correct domain account password. If the password
is incorrect, the system does not proceed.
account password.
12 Click OK.
Result: The iceAdmin Password Change dialog box reappears and
13 Click OK.
Result: The system ensures that you typed the same password both
times, and then resets the password in all required components.

Historical reports display and print in portrait

orientation
Your historical reports always display and print in portrait orientation even if the
report template is designed for landscape mode, thereby truncating part of the
report data columns.
Solution
This issue is caused by the printer driver on the Contact Center Manager
Administration server. Remove the “Microsoft Office Document Image Writer”
printer from the Contact Center Manager Administration server.

Errors occur when exporting large reports to

PDF
When exporting a large report to PDF, the following error message appears:
“The report was not exported. The selected export format may be disabled on the
server.”
The error message appears if you attempt to export a report to PDF that has more
than 360 pages.
Solution
To export a report to PDF with more than 360 pages, you must use the page
selection fields to export reports in batches of 360 pages or less. For example,
export page 1 to page 360 to PDF. Then for the remaining pages, select these
pages using ranges of 360 pages or less.

Fonts are missing in Report Creation Wizard
There are fonts missing from the font list on the Configuration Settings page and
the Report Layout page in Report Creation Wizard.
Solution
The available fonts in Report Creation Wizard are the fonts installed on the
Contact Center Manager Administration server. Verify with the administrator
that the installed fonts meet the following requirements:
The font must be a TrueType font.
The font must support the following styles: Regular, Bold, Italic,
Underlined, and Strikethrough.
The font must support ANSI or Symbol character sets. The font can also
support other character sets, such as ShiftJIS or ChineseBig5.
Fonts installed on the Contact Center Manager Administration server that do not
meet these requirements are not available in Report Creation Wizard.


Section K: Access and Partition

Management problems
In this section
Cannot view agents or skillsets in User Defined Partitions view 3152
Cannot create Report Groups due to failure of XML counter upgrade 3155

Cannot view agents or skillsets in User

Defined Partitions view
When in the User Defined Partitions view of Access and Partition Management,
you cannot view agents or skillsets on a selected user-defined partition.
Solution
Ensure that all servers configured in Contact Center Manager Administration are
fully operational. If a server that is not fully operational is listed for the user-
defined partition, a failure to display agent and skillset information for the
remaining servers can result.

“No Supervisors Defined” error messages

appear in Contact Center Management
You added supervisors through Contact Center Management and exited the
component. When you return to the component and select the same server in
Contact Center Manager Server on which you defined the supervisors, you find
that the supervisors are not there, and an error message appears stating “No
Supervisors Defined.”
Solution
1. This problem can occur when the bindings order of the ELAN subnet
network card and Nortel server subnet network card on the server in
Contact Center Manager Server is not set up correctly. You must configure
the bindings order of the network interface cards so that the Nortel server
subnet card comes first, then the ELAN subnet card, and then the virtual
adapters for remote access.
2. Ensure that you have all Contact Center Manager Administration-specific
stored procedures on the Contact Center Manager Server.

1 On the server in Contact Center Manager Server, click Start > Control
Panel.
2 Double-click Network and Dial-up Connections.
3 Click either the Nortel Server subnet or ELAN subnet connection, and then,
from the Advanced menu, click Advanced Settings.
4 In the Connections box, make sure that the Nortel Server subnet
connection is listed first. If it is not first, adjust the order so that it appears
first.
5 Save your changes and close all windows.
6 Restart the server in Contact Center Manager Server.

Ensuring that all Contact Center Manager Administration specific

stored procedures are on the Contact Center Manager Server
1 On the Contact Center Manager Server, browse to the directory
D:Nortel\iccm\dbinst\
2 Ensure that all the following stored procedures are in the directory:
WC_spAgentDetails.sql
WC_spAgQuery_.sql
WC_spAgQuery.sql
WC_spASNAgQuery.sql
WC_SAUAData.sql
WC_spSSAAgtAV.sql
WC_spSSQuery.sql
WC_spUAQuery.sql
WC_spSkAgQuery.sql
WC_spMaxAgtSearch.sql

Cannot create Report Groups due to failure of

XML counter upgrade
When a user with the correct permissions, for example the webadmin user, tries
to create report groups, the user encounters the following error: “Unable to read
ADAM system parameters – Failed to add report group”
This error occurs when the RemoveCounterXML.exe upgrade utility does not
run correctly during the SU02 upgrade.
The log file created when you run the upgrade utility is in the Nortel Logs
folder. To confirm the error, confirm that the log file on the affected machine is
similar to the following example:
RemoveCounterXML.log
CCMA6.0: Adding Counter.xml value to ADAM as System
Parameter
------------------------------------------
Begin on: 15/01/2006 15:06:44
ADAM check complete: Counter needs to be updated.
Updating........
ERROR: while creating Counter entry
Error Number:-2147218445 Description:Object doesn't exist.
Solution
Run the RemoveCounterXML.exe upgrade utility.
Running the RemoveCounterXML.exe upgrade utility

1 On the Contact Center Manager Administration server, go to X:\Program
Files\Nortel Networks\WClient\Apps\SupportUtil where X:\ is the drive
where you installed Contact Center Manager Administration.
2 Double-click RemoveCounterXML.exe.
Result: The utility runs in the background and creates a log entry.


Section L: Other CCMA component

problems
In this section
Problems with Select All in CCMA components 3158
About:blank Web site blocked by IE Enhanced Security Configuration 3160
“No Supervisors Defined” error messages appear in Contact Center
Management 3153
Problems with the Configuration Tool 3161

Problems with Select All in CCMA

components
When you open certain pages in Contact Center Management, Access and
Partition Management, or Historical Reporting
you cannot use the Select All button to select all agents, skillsets, or access
classes
the Submit button remains disabled when you click Select All. In addition,
the Submit button remains disabled when you click individual agents,
skillsets, or access classes.
any selected options do not get updated correctly.
In Access and Partition Management, when you are viewing a partition and you
select a user from the Members area, you cannot see the selected user’s details.
Solution
This problem occurs only on PCs that are running Windows Server 2003 and
that are used to connect to Contact Center Manager Administration. When
Internet Explorer is used on a Windows Server 2003 platform, it includes the
new Internet Explorer Enhanced Security Configuration, which is enabled by
default. This configuration is designed to decrease the exposure of the server to
potential attacks that can occur through Web content and application scripts.
One of the features of this configuration is to automatically block Web sites that
are not listed in the Trusted Sites zone. In Contact Center Manager
Administration, certain pages in Contact Center Management, Historical
Reporting, and Access and Partition Management that contain lists of agents,
skillsets, and access classes make use of a behind-the-scenes URL called
“about:blank” to display the information correctly. Even after you add the
Contact Center Manager Administration server URL as a Trusted Site (for
example, http://swcservername), you still need to add the “about:blank” URL as
a Trusted Site as well. This ensures that the “about:blank” URL is not blocked
by Internet Explorer, and that the Select All and Submit buttons function
properly.

Adding the about:blank URL as a Trusted Site

1 On the Contact Center Manager Administration server running Windows
Server 2003, open Internet Explorer.
5 Click Sites.
Result: The Trusted sites window appears.
6 Ensure that the Require server verification {https:} for all sites in this
zone check box is cleared.
7 In the Add this Web site to the zone box, type about:blank only (without
the http:// prefix).
8 Click Add.
9 Ensure that about:blank appears correctly in the Web sites box.
10 Click OK to save your changes and return to the Internet Options window.
11 Click OK to close the Internet Options window.

About:blank Web site blocked by IE Enhanced

Security Configuration
For the solution to this problem, see “Problems with Select All in CCMA
components” on page 3158.

Problems with the Configuration Tool
The amount of configuration data you can upload using the Contact Center
Manager Administration Configuration component is restricted by the limits you
have set in the Parameters tab of the Historical Statistics window in Contact
Center Manager Server. For example, if you have a limit of 240 configured
CDNs in the Historical Statistics on Contact Center Manager Server, you cannot
upload more than 240 CDNs using the Contact Center Manager Configuration
Tool spreadsheet. Always verify the Contact Center Manager Server limits
before beginning the upload process.
Solution
Check the following:
Ensure that the Security level is set to Medium, and Macros are enabled in
Tools > Macro > Security.
If you use a client PC to upload or download configuration data, ensure that
the Contact Center Manager Administration application can be accessed
from the client with the Contact Center Manager Administration Server
Name.
The number of agent-to-skillset and agent-to-supervisor assignments that
you can upload from the Contact Center Manager Configuration Tool
spreadsheets is restricted to the number of worksheet columns that your
version of Microsoft Excel supports.


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 6.14
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.

January 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 6.14
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.

January 2008
automatic call distribution directory number

A primary or supplementary DN 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 6.14
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.

January 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 6.14
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.

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

January 2008
Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management.
Computer Telephony Integration

An application that enables a computer to control telephone calls.
Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.
Contact Center Agent Desktop

An agent tool that Contact Center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center Manager

A client/server Contact Center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

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
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.

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 6.14
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
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

January 2008
CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and desktop
clients connects.
Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.
D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the Contact Center.

Standard 6.14
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.

January 2008
Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
directory number call

A call presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in Real-Time Displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
Distant Steering Code

Used by the switch to route calls to their intended destination.
Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

Standard 6.14
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.

January 2008
dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox 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 differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.
e-mail message contact

An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your Contact Center (outputs).
embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Standard 6.14
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.

January 2008
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
Host Data Exchange

A rich scripting language provided with Contact Center Manager to control
treatment of calls.

Standard 6.14
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.

January 2008
Interactive Voice Response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.
Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct. The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
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 6.14
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.

January 2008
M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script, primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Standard 6.14
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.

January 2008
MTBC
See mean time between calls.
Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

Standard 6.14
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.

January 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 6.14
Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager

A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the Contact Center for a specific purpose, for
example, customer satisfaction surveys.
Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into 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.

January 2008
P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.
Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.
personal directory number

A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.
Platform Vendor Independence

A software-only Contact Center solution, which operates on any hardware
platform that meets specified requirements.

Standard 6.14
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script, script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
private branch exchange

A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.
Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.
PSTN
See public switched telephone network.
public switched telephone network

The international network of private and government-owned voice-oriented
public telephone networks.

January 2008
R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
Real-Time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.
Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.
redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

Standard 6.14
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.

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

January 2008
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-Time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
Contact Center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.
script variable
See variable.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

Standard 6.14
secondary directory number

A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network script,
primary script, script.
sequential routing table

A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the Contact Center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager

A Windows NT process that manages the different services on the PC.
service level
The percentage of incoming calls answered within a configured number of
seconds.

January 2008
service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.
Service Update Supplementary

A stand-alone Contact Center supplementary software application installed on
top of a specific Service Update (SU). It does not contain the contents of
previous SUs. The next SU includes SUSs built on top of previous SUs. For
example, SUS0301 is installed on top of SU03. SU04 contains SU03 and
SUS0301 (and any subsequent SUSs built on top of SU03). See also Service
Update and Designer Patch.
Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

Standard 6.14
SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.

January 2008
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See Service Update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See Service Update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.
system-defined scripts
The Master_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 network call arriving at the
Contact Center.

Standard 6.14
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 see computer
hardware and software that perform functions traditionally performed by
telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and Real-Time
Displays. See also display threshold, pegging threshold.
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

January 2008
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.

Standard 6.14
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.
Virtual Private Network

A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.
Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.

January 2008
Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
wide area network

A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.

Standard 6.14

Index Administration 621
configuring new parameters after an
upgrade 936, 1546
configuring software 620
installing 622
Numerics installing and configuring client
machines 620
1-Wire iButton driver
multiple Contact Center Manager
installing 545, 1092, 1708, 2279
Administration servers 622
40593 event code 2499 troubleshooting 3070, 3154
upgrading 622
Agent Desktop Displays
A configuring 364, 2095
about agent licenses 64
Active X control security on client Agent Skillset Manager
machines 575 fault management events 2618
blank messages in Internet Explorer 3160 agents
coresident servers 124, 1859 number supported 28
hotdesking 513 agent-to-skillset assignments
preconfigured resources 495 comparing classic client to Contact Center
service update supplements 254, 862, 1462 Manager Administration 701, 1353
service updates 254, 862, 1462 deleting 705, 1357
accepting migrating from Classic Client 701, 1353
license agreement for client machines 599 agent-to-supervisor assignments
Access and Partition Management comparing classic client to Contact Center
creating a second user account 602 Manager Administration 701, 1353
problems viewing user details in 3158 deleting 705, 1357
accounts, default 261, 1470, 2004, 2493 migrating from Classic Client 701
ACD queue management 28 API applications, migrating 2598
activating application and skillset billboards
a report schedule on a new server 684, 1335 migrating 692, 1344
Active Directory Application Mode application and skillset charts
verifying installation of 3056 migrating 697, 1349
Active X controls application ID 119, 662, 1156, 1214, 1771
about security 575 Application Log
downloading 608 changing default size of 2609
adding recommended settings for 2609
computer name of CCMA server to HOSTS application server
tables 3055 configuring the event viewer log on 3057
connection profile 2447 registering name of on DNS server 3053
Dial-Up Networking connection profile 2447 ASM service 3003
URL as a trusted site 3159 ASP.NET
user account 293, 2021 configuring IIS 1850
Agent Desktop Display assigning lines to
and proxy settings 3070 clients 439, 463, 1006, 1030, 1615, 163
compatibility with Contact Center Manager 9, 2185, 2207

Index Standard 6.14
AUDIT service 3003 stopping 2397

Audit Trail third-party 2399
downloading controls to the client during backward compatibility of Nortel
installation 608 products 714, 1165
downloading controls to the client during bindings order
upgrades 1127, 1743 configuring in Contact Center Manager
auditing 28 Server 3129
blank URLs as a Trusted Site 3159
browser
B configuring on client 574
disabling pop-up blockers 583
backing up downloading Active X controls 612
data on a co-resident server 112 upgrading on client machines 574
TAPI database 751, 1204, 1831 business group 119, 662, 1156, 1214, 1771
backing up data
on coresident server 1291
using Microsoft Windows 2000
full backup of source 716, 1167
C
with the Nortel Backup and Restore call variables 29
utility 1803 call-by-call reports 678, 1329
backing up database 723, 1174, 1785 cancelling backups 2397
checklist for 2356 capacity requirements, calculating for database
overview 2344 backups 2361
to remote directory 724, 1175, 1790 CCMS server name
to tape 732, 1182, 1786 changing 2797, 2872, 2906, 2930, 2944, 2956,
variables affecting speed 2349 2963
backup logs 2395 CCT database
backup options restore 2210
selecting remote directory 2565 ChangeSOAPSrv utility 3081
selecting tape 2565 running 2877, 2907, 3081
Backup Scheduler 2388 changing
backup status 2395 CCMS server
Backup Status window 2395 name 2797, 2872, 2906, 2930, 2944, 29
backup tapes 724, 1175, 1790, 2353 56, 2963
rotating 2354 computer name 2542
backup types 2348 computer name of Contact Center Manager
backup.log file, checking for errors after remote Administration server 3049
backup 2371, 2383 computer name of Contact Center Manager
backups Server 3048
database 2344 license file 470
full 2345 logon passwords for Contact Center Manager
options for 723, 1174, 1785 Administration 602
RAID 2346 NGenDesign password 262–263, 1471–
scheduling 2389 1472, 2005–2006, 2494–2495
setting up remote directory 2372 NGenDist password 262–263, 1471–
setting up tape 2368 1472, 2005–2006, 2494–2495

January 2008 Index
NGenSys password 263–264, 1472– configuring Agent Desktop Display 620

1473, 2006–2007, 2495–2496 configuring Internet Explorer 575, 578
passwords 261–264, 1470–1473, 2004– configuring the Windows display 572
2007, 2493–2496 configuring web browser 574
scheduled backups 2397 deleting third-party controls 614
size of event log 2608 downloading controls 608
user account passwords 368, 2099 installing Agent Desktop Display 620
Check Dongle 560, 1107, 1723, 2293 installing Simple Object Access Protocol 591
checking installing third-party controls on 1127, 1743
partitioning on the original server 1208, 1783 installing third-party software 570
RAM size 1209, 1784 Internet Explorer version 570
checking Symposium version logging on to Contact Center Manager
target 1271 Administration first time 601
checklist modifying the HOSTS tables on 3055
installing non-English Contact Center permissions required for downloads 614
Manager Server 2593 requirements
post-installation 247, 855, 1455, 1993 Internet Explorer 570
server installation software 114, 2326 Simple Object Access Protocol 570
checklists running multiple sessions on 3058
migration of Classic Client 669, 1319 security 575
CLAN supported operating systems 575
setting TCP/IP parameters for 1223, 1838 upgrading Internet Explorer on 574
testing network connection 3010 user privileges required 613
Classic Client 27 user privileges required on 615
deleting a report schedule 685, 1336 viewing list of third-party controls 613
deleting agent-to-skillset client-server connection
assignments 705, 1357 troubleshooting 3019
deleting agent-to-supervisor Communication Control Toolkit
assignments 705, 1357 licensing server 480, 1043, 1651
deleting associated supervisors 708, 1360 server licensing 480, 1043, 1651
locating user-created reports 674, 1325 communication problems
migrating agent-to-skillset with Contact Center Manager Server 3047
assignments 701, 1353 comparing
migrating agent-to-supervisor Classic Client and Contact Center Manager
assignments 701 Administration
migrating application and skillset agent assignments 701, 1353
billboards 692, 1344 historical report storage 672, 1323
migrating application and skillset real-time displays 686, 687, 1338
charts 697, 1349 user types 706, 1358
migrating filters 670, 1321 compatibility
migrating historical reports 671, 1323 of servers with Nortel products 714, 1165
migrating user types 706, 1358 computer name 1221, 1836
migration checklist 669, 1319 changing 2542
client license, pcAnywhere 1241 changing on co-resident Windows Server
client machines 2003 2139
accepting the license agreement 599 matching with DNS host name 1231, 1854

Index Standard 6.14
restrictions on 2542 connecting to Contact Center Manager

synchronizing 2542, 2799, 2836 Administration server
Computer Name Sync utility troubleshooting 3049
about 2540 connection
overview of 2542 establishing a dial-up pcAnywhere 2447
Configuration (Nbconfig) utility connection profile
about 2540 adding 2447
configuration data configuring Dial-Up Networking 2447
exporting to a file 2581 Connection Status
importing from a file 2580 cannot open 3089
configuration tool console
troubleshooting 3161 setting security level 474
configuring 473, 1043, 1651 starting 474
Communication Control Toolkit contact center
console 473, 1043, 1651 product names 27
Contact Management Contact Center Management
Framework 482, 1045, 1653, 2222 error messages in 3153
Dial-Up Networking connection profile 2447 Contact Center Manager Administration
Internet Explorer for clients 575 activating report schedules 684, 1335
License Manager 469 Agent Desktop Displays compatibility 621
License Manager port number 471 and support for multiple languages 372, 2103
License Manager Service 885, 1494, 2032 deactivating reports 684, 1336
logon warning message 304, 2036 default logon ID 604
microsoft remote desktop defining report output options 682, 1333
connection 136, 1870 logging on first time 601
NAT 478 running multiple sessions on client
NMS 2614 machines 3058
pcAnywhere 127, 1862 scripting installing
printer 325, 2056 Contact Center Manager Administration
Real-Time Reporting 311, 897, 1506, 2043 scripting 363, 2094
remote TAPI service storage of historical reports 672, 1323
provider 434, 1001, 1610, 2179 Contact Center Manager Administration server
SNMP 2611–2614 problems communicating with 3053
TAPI for CS 1000/M1 408, 975, 1584 receiving IP multicast address
TAPI for CS 2X00/DMS on 309, 894, 1503, 2041
switch 442, 1009, 1618, 2187 sending IP multicast address
TAPI on CS 2X00 444, 1011, 1620, 2188 on 309, 894, 1503, 2041
TAPI on DMS 444, 1011, 1620, 2188 Contact Center Manager Server 1762
TAPI service provider 434, 1001, 1610, 2179 accessing utilities in 2540
Windows 2000 for non-English versions 2594 changing computer name 3048
Windows 2003 display for clients 572 communication problems with 3047
confirming configuring bindings 3129
services start 466, 2220 configuring with Server Setup Configuration
Connect Login Prompt utility 2568
when logging on to Contact Center Manager optional features in 37
Administration 3067 options for uninstalling software 2452

January 2008 Index
preparing for remote directory backup 2376 data, overwriting during database backups 2389
switches supported by 42 database
uninstalling server software 2452 backing up on original Release 3.0 or Release
utilities in 2540 4.0 server 723, 1174, 1785
Contact Center Manager Server services backing up TAPI 751, 1204, 1831
troubleshooting 3001 backing up to remote
Contact Center Multimedia/Outbound server directory 724, 1175, 1790
database capacity 33 backing up to tape 732, 1182, 1786
Contact Management Framework configuring by importing data from Platform
configuring 482, 1045, 1653, 2222 Recovery Disk 2436
verifying 530, 1072, 1680, 2247 confirm installation 406, 972, 1581, 2162
verifying in SIP environment 2252 confirming installation 406, 2162
controls expanding into new partition 2546, 2547
and Windows 2000 on the client PC 3069 expanding to larger partition after platform
troubleshooting problems downloading 3069 migration 2549
conversion options for uninstalling software 2452
expanding database after 2549 recovery of 2419
materials required for 666, 1160, 1775 reinstalling software 2465
ways to save time during 640 removing 2457
co-residency restoring 2554
and the customer network 108 segmentation problems found
co-resident migration overview 1762 in 284, 738, 1189, 1191, 2014, 2359, 24
co-resident servers 41
backing up and restoring data on 112 uninstalling software 2452
coresident servers database allocation map, repairing 2560
about software 124, 1859 database backups 2348
backing up and restoring data on 1291 and daily maintenance 2345
critical event, severity level 2607 best practices 2347
Crystal Enterprise 10 Embedded software calculating capacity requirements for 2361
installing 195, 813, 1413, 1942 changing schedule 2397
Crystal Reports 10.0 Hotfix creating and sharing remote directory
error message 2994 for 727, 1178, 1794, 2376
CS 1000/M1 deleting scheduled 2397
downloading data from 408, 975, 1584 files created during remote directory 2373
CS 2100 switch network requirements for 725, 1176, 1791
configuring data 442, 1009, 1618, 2187 options for 723, 1174, 1785
Customer Information tab, in the Server Setup overview of full 2400
Configuration utility 2570 overwriting data during 2389
customer partitions for third-party 2546, 2547
number 118, 661, 1155, 1213, 1770, 17 performing on original server 728, 1179
71 preparing network computer for remote 2375
setting up remote
directory 724, 1175, 1790, 2372
D setting up tape 2368
stopping 2397
daily maintenance and backups 2345 tape drive requirements for 2353

Index Standard 6.14
tape vs. remote directory 2366 dbdvc.txt file 2582

variables affecting speed 2349 dbseg.txt file 2582
when to use 2344 DBSpace utility 2361
database events 2610 deactivating
database expansion reports 684, 1336
and conversion 639, 654, 1148, 1765 default
usage column entry meanings in 2552 logon ID 604
Database Expansion utility 2546 default ACD queue 28
about 2540 default address
expanding database into new partition 2546 setting 487
reserving partition for non-database Default Queue Management 28
use 2546, 2547 default user accounts 261, 1470, 2004, 2493
using 2546 default web site
using after conversion or platform installing Contact Center Manager
migration 2549 Administration 207, 1955
using during platform migration or defining
conversion 2551 report output options 682, 1333
database information, importing from Platform deleting
Recovery Disk 2427, 2562 agent-to-skillset assignments 705, 1357
Database Integration Wizard agent-to-supervisor assignments 705, 1357
fault management events 2633 associated supervisors in Classic
database integrity check Client 708, 1360
performing 2560 printer 327, 2059
performing on original server 720, 1171, 1780 scheduled backups 2397
database restore dial-up connection
from remote directory backup 2432 establishing with pcAnywhere 2447
from tape backup 2430 Dial-Up Networking
from third-party backup 2444 connection profile, creating 2447
methods of 2408 disabling
options for 723, 1174, 1785 pop-up blockers 3065, 3089
overview 2414 disk partition configuration
using backup and Platform Recovery checking on original server 1208, 1783
Disk 2408 worksheet 1209, 1784
using RAID or third-party backups 2409 disk partitioning
variables affecting speed 2349 examples of 638, 654, 1148, 1764
Database Restore utility 2554 requirements on new or reconfigured
about 2540 server 638, 653, 1147, 1763
Database services display settings
fault management events 2626 on the client PC 3063
database software displays
reinstalling 2422 migrating 692, 1344
date DMS switch
viewing system 2307 configuring data 442, 1009, 1618, 2187
Date and Time Settings window 1221, 1836 DMS Switch Information tab, in the Server
daylight savings time Setup Configuration utility 2571
changing to standard time 2306 DNS

January 2008 Index
registering application server name on 3053 Event Browser 2606

server configuring 1845 event code 40593 2499
DNS host name event filtering, overriding 2611
matching with computer name 1231, 1854 event logging 106, 2326
documents event logs
getting latest version 391, 2137 changing size of 2608
documents in Contact Center 46 default size 2608
domain group policies Event Server
Symposium Web Client 1219 fault management events 2636
Windows Server 2003 1219 Event Viewer 2606
domains configuring log on the application server 3057
Windows Server 2000 controllers 1219 events
dongle keycodes critical 2607
entering 560, 1107, 1723, 2293 database 2610
downloading information level 2607
Active X controls 608 major 2607
Multicast Trace Tool.msi 3111 MAS debug 2610
permissions required 614 minor 2607
RTDControl 3110 overview 2606
selecting types to be forwarded 2613
server 2499
E severity of 2606
wraparound of 2608
ELAN experience required 45
setting TCP/IP parameters for 1223, 1838 exporting
testing network connection 3010 configuration data to a file 2581
ELAN IP address scripts 363, 2094
switch 118, 661, 1155, 1213, 1770
element types
in graphical displays 696, 1348
e-mail notification in Historical
F
Reporting 320, 2052 fault management 2741
Emergency Help Agent Skillset Manager events 2618
configuring on the application Database Integration Wizard events 2633
server 318, 904, 1513, 2050 Database services events 2626
emergency license file 94, 3023 Event Broker events 2635
enabling Event Server events 2636
Out of Process components 3059 Historical Data Collector events 2638
replication after an upgrade 827, 1426 Historical Data Manager events 2639, 2649
encrypt password for CCMA users Meridian Link Services Manager events 2656
error message 2995 Network events
entering a keycode 559, 1106, 1722, 2292 Network 2658
ES service 3004 Real-Time Data Collector events 2690
ESPL web site 50 Real-time Statistics Multicast service
Event Broker events 2695
fault management events 2635 Statistical Data Manager Configuration

Index Standard 6.14
Administrator events 2697 will not load 3089

Statistical Data Propagator events 2699 historical reporting 27
Task Flow Access events 2702 historical reports
Task Flow Executor events 2703 cannot connect to data source 3129
Toolkit events 2750 cannot retrieve large number of agents 3137
Voice Services Manager 2753 display problems 3147
fault management events 2658, 2741 problems with display of reports 3139
Operation, Administration, and Maintenance problems with displays of reports 3138
events 2674 selection criteria is slow to display agent
feature licenses 64 IDs 3139
Feature Report utility troubleshooting 3127
about 2540 Host Data Exchange. See HDX
filters Host file 2545, 3033
migrating from Classic Client 670, 1321 Host Headers
From 722, 1173 checking address configuration 3119
full backups 2348 host license 1241
overview 2400 HOSTS tables
when to use 2345 adding computer name to 3055
full system recovery 2415 adding the application server name to 3055
configuring 1847
configuring on the client PC 3055
G manually updating 1845
modifying on client machines 3055
getting latest version of hotdesking
documentation 391, 2137 about 513
graphical displays
element types on new server 696, 1348
migrating 692, 1344
guidelines
I
third-party backup software 2401 iceAdmin password
resetting 3083
ICERTDTrace
H using to trace IP multicast data 3099
icons
HDC service 3004 missing in server tree 3052
HDX, migrating 2598, 2599 IIS
head-cleaning kit 2354 configuring ASP.NET 1850
Historical Data Collector configuring for Report Creation Wizard 2017
fault management events 2638 importing
Historical Data Manager configuration data from a file 2580
fault management events 2639, 2649 importing multiple resources 496
Historical Reporting index allocation map, repairing 2560
configuring on the application server 2052 information event, severity level 2607
configuring printer 325, 2056 information, platform recovery
e-mail notification in 320, 2052 disk 739, 1191, 1817
migrating reports from Classic install
Client 671, 1323

January 2008 Index
patches 401, 2157 trusted sights 577

installation methods 105, 2325 upgrading on client 574
installation order 106 Internet Information Services
installation problems 2975 checking if correctly configured 3114
installing configuring for real-time displays 3115
1-Wire iButton drivers 545, 1092, 1708, 2279 verifying installation of 3056
Agent Desktop Display 622 IP addresses
confirm database 406, 2162 for RSM server 121, 664, 1158, 1216, 1773
Contact Center Manager Administration routers 119, 662, 1156, 1214, 1771
add user account 293, 2021 switch 119, 662, 1156, 1214, 1771
adding ASP.NET to IIS 1850 updating RSM 2573
changing user account password 368, 2099 IP multicast addresses
configuring IIS 2017 modifying 2479
configuring IP multicast receiving address on Contact Center Manager
addresses 309, 2041 Administration
configuring language support 372, 2103 server 309, 894, 1503, 2041
configuring logon message 304, 2036 sending address on Contact Center Manager
copying latest user guides 391, 2137 Administration
default web site 207, 1955 server 309, 894, 1503, 2041
enabling logon message 307, 2039 valid for multicasting 2483
installation failure causes 211, 1958 IP multicast settings, modifying 2482
third-party hot fixes 253, 1999 IP Receive address
virtual directory 208, 1955 configuring on the application
XML automatic assignments 388, 1553 server 899, 1508
Crystal Enterprise 10 Embedded 813, 1413 IP Send address
Crystal Enterprise 10 Embedded and networked Contact Center Manager
software 195, 1942 Servers 900, 1509
hot fixes for third-party software 253, 1999 configuring on the application
language packs 380, 2109 server 899, 1508
LinkPlexer 556, 1103, 1719, 2289 IS service 3004
PEPs on server 2310 IUSR_SWC account
RSM 2477 resetting to reflect a new computer
Service Update Packs on server 2310 name 2141, 2877, 2908
Symposium Web Client 4.5
on target server 1271
XML automatic assignments 388, 1553
internationalization framework, installing 2592
J
Internet Explorer Jet Database Engine
and proxy servers 3054 error message 3068
client machine requirements 570
configuring client 574
configuring on Windows 2000 client 578 K
configuring on Windows XP client 578
font size in 3063 keycode
testing for proxy server 3054 entering 559, 1106, 1722, 2292
troubleshooting 3059 entering new 2570
requirements for conversion to Release

Index Standard 6.14
4.2 639 link set name 119, 662, 1156, 1214, 1771
Keycode Tracker 560, 1107, 1723, 2293 LinkPlexer
knowledge required 45 installing 556, 1103, 1719, 2289
LMHOSTS table 1845
local security policy
L verifying settings for 1129, 1745
local security settings, setting up on new
language packs server 2378
installing 380, 2109 localization 2591
uninstalling 386, 2116 and Contact Center Manager
languages Administration 372, 2103
support for multiple 372, 2103 locating
latest updates to software 50 reports from Classic Client 674, 1325
launching real-time displays logging 112
problems with 3110 logging on
license to Contact Center Manager Administration
Open Networking 64 for first time 601
Open Queue 64 troubleshooting Server Utility 2997
Outbound 65 logging tool path
Report Creation Wizard 65 setting 488
Standby Server 65 logon warning message
license file configuring 304, 2036
changing 77, 470 enabling 307, 2039
corporate license file 60
nodal license file 61
reading 61
license identifier
M
CS 1000/Meridian 1 server 66 M1 switch
CS 2x00/DMS server 66 downloading data from 408, 975, 1584
Mixed Corporate Node 67 M1/CSE 1000 Switch Information tab, in the
SIP server 67 Server Setup Configuration utility 2571
license identifiers 68 maintenance, server utilities 2539
License Manage major event, severity level 2607
port number 80, 3026 mapping
License Manager 68 SIP resources 2252
configuring port number 471 mapping drives
configuring server 469 during an upgrade 1364
monitoring 3034 mappings
shutting down 77 verifying for
License Manager Service installation 530, 1072, 1680, 2247
configuring 885, 1494, 2032 MAS debug events 2610
licenses Meridian Link Services Manager
agents 64 fault management events 2656
licensing MIB files 2614
Report Creation Wizard 3138 format of NGen MIB 2614
Licensing Modes window 1221, 1836 Microsoft TAPI

January 2008 Index
assigning lines to Multicast Trace Tool.msi

clients 439, 463, 1006, 1030, 1615, 163 downloading 3111
9, 2185, 2207 running the 3111
MigInfo.txt file 2582 multimedia storage capacity 33
importing 2580 multiple client sessions
migrating interference caused by 3058
agent-to-skillset assignments 701, 1353 multiple languages
agent-to-supervisor assignments 701 and co-resident servers 111
application and skillset billboards 692, 1344
application and skillset charts 697, 1349
graphical real-time displays 692, 1344
HDX applications 2598, 2599
N
historical reports from Classic NCCOAM service 3003
Client 671, 1323 NDLOAM service 3003
real-time displays 686, 1338 Network Address Translation
RTD applications 2598, 2602 configuring 478
user types 706, 1358 port numbers 478
Windows Server 2000 to Windows Server network computer, preparing for remote
2003 directory backup 726, 1177, 1792, 2375
Active Directory backup 716, 1167 network connection
backing up migration data 1801 testing 1211, 1833
backing up source server 716, 1167 Network Consolidated Real-Time Displays
checking Symposium version on missing sites 3122
target 1271 troubleshooting 3122
migrating filters Network DB Backup Path utility
from Classic Client 670, 1321 about 2541
Migration utility 2560 starting 2564
about 2540 Network Management System. See NMS
accessing 2560 network node ID 119, 662, 1156, 1214, 1771
and the Platform Recovery Disk 2562 network requirements, for remote database
using to import database information 2562 backups 725, 1176, 1791
minor event, severity level 2607 Networking Components window 1223, 1838
missing file extensions 2989 Networking Settings window 1222, 1837
MLSM service 3003 new installations
Modem Dialing Information window 1221, 1836 configuring License Manager server 469
MPL web site 50 configuring NAT 478
mRcv.exe utility configuring TAPI on a CS 2X00/
using the 3103 DMS 442, 1009, 1618, 2187
mRcv.ini file configuring TAPI on CS 1000/Meridian
modifying 2488 1 408, 975, 1584
sample of 2489 configuring the CCT console 473, 1043, 1651
multicast rates confirming services start 466, 2220
activating changed 2485 importing resources 495, 2227
changing 2484 mapping resources 508, 1055, 1663, 2231
Multicast Receive utility 2488 verifying database installation 406, 2162
configuring 2488 verifying installation 527, 1068, 1676, 2243

Index Standard 6.14
new report statistics 29 original server, checking disk partition

NGen MIB, format of 2614 configuration on 1208, 1783
NGenDesign account 261, 1470, 2004, 2493 Out of Process components
changing password for 261, 262– enabling 3059
263, 1470, 1471–1472, 2004, 2005– overwriting data 2389
2006, 2493, 2494–2495
NGenDist account 261, 1470, 2004, 2493
changing password for 262–263, 1471–
1472, 2005–2006, 2494–2495
P
password on server 261, 1470, 2004, 2493 package licenses 63
NGenSys account 261, 1470, 2004, 2493 pages
changing password for 263–264, 1472– will not load 3089
1473, 2006–2007, 2495–2496 partitioning
NMS, configuring 2614 checking on the original server 1208, 1783
no supervisors defined disk requirements on
error message 3153 server 638, 653, 1147, 1763
Nodal licensing 55 partitions
Nortel Backup and Restore utility expanding database into new 2546
backing up data with 1803 reserving for non-database use 2546, 2547
restoring data with 2123 passwords
Nortel Contact Center Security Template 2533 changing default when logging on to
applying in a domain 2537 CCMA 602
NTJK08AA pcAnywhere Host-Only CD 1241 changing for user account 368, 2099
number changing NGenDist and NGenDesign on
agents 28 server 261, 1470, 2004, 2493
call variables supported 29 default 261, 1470, 2004, 2493
skillsets per agent 29 guidelines for 2492
maintaining 261–264, 1470–1473, 2004–
2007, 2493–2496
O resetting iceAdmin 3083
when to change 2492
OAM service 3003 Patch Manager
OAM Timeout value 3137 starting 2317
online Help Patch manager
cannot open 3089 using 2318
open interface applications 2598 Patch Viewer 970, 1579
operating system patches
configuring for non-English versions 2594 applying to co-resident servers 111
operating systems installing 401, 2157
supported for clients 575 pcAnywhere
Operation, Administration, and Maintenance about version 123, 1858
fault management events 2674 configuring 127, 1862
optional features 37 description 2446
Organizational Unit establishing dial-up connection with 2447
configuring Windows Server 2003 security protecting settings 2497
policies 1219 starting 127, 136, 1862, 1870

January 2008 Index
troubleshooting 2976 and Internet Explorer 3054

uninstalling 2450 proxy settings
PEP level worksheet 713 and Agent Desktop Display 3070
PEP Viewer utility 2567
about 2541
using 2453
PEPs
R
installing on original server 712 RAID backups 2348
installing on server 2310 when to use 2346
Personalize Your Software window 1220, 1835 RAM size
platform migration, expanding database checking on original server 1209, 1784
after 2549 worksheet 1209, 1784
Platform Recovery Disk rbackup.txt file 2582
and the dbdvc.txt file 2582 RDC service 3004
and the dbseg.txt file 2582 Real-Time Data Collector
and the MigInfo.txt file 2582 fault management events 2690
and the Migration utility 2562 real-time displays
and the rbackup.txt file 2582 do not show data 3108
creating 2582 migrating 686, 1338
creating on original server 736, 1187, 1815 migrating graphical 692, 1344
importing database information from 2427 troubleshooting 3108, 3110, 3114
information about 739, 1191, 1817 Real-Time Multicast statistics
saving to remote determining transmission methods 3094
directory 284, 1269, 1816, 2014, 2441 Real-Time Reporting
using to configure database and software 2436 configuring 311, 897, 1506, 2043
using to import database real-time reports 27
information 2560, 2562 Real-time Statistics Multicast service
Plicmon utility 3034 fault management events 2695
pop-up blockers rebranding 27
troubleshooting 3065, 3089 recovery
port number from remote directory backup 2432
configuring License Manager 471 from tape backup 2430
port numbers full system 2415
Network Address Translation 478 methods of 2408
portfolio rebranding 27 of database contents 2419
post-installation checklist 247, 855, 1455, 1993 of Sybase ASE 12 software 2421
Power User privileges 613, 615 options for 723, 1174, 1785
preconfigured resources 495 overview 2414
printer 327, 2059 using database backup and Platform
adding network 325, 2056 Recovery Disk 2408
configuring for scripting 363, 2094 using RAID or third-party backups 2409
deleting connection 327, 2059 RefClient
printing start 531, 1073, 1681, 2248, 2253
scheduled reports 3132 refresh a single server
product names 27 how to 2981, 3045
proxy servers refresh all servers

Index Standard 6.14
how to 2981, 3045, 3090 using Microsoft Remote Desktop

when to use 2980 Connection 136, 1870
refresh server removing 327, 2059
when to use 2980 replication
refresh servers 2980, 3044 enabling after an upgrade 827, 1426
Regional Settings window 1220, 1835 stopping 821, 1421
Registry Maintenance utility 2567 Report Creation Wizard
about 2541 configuring IIS 2017
accessing 2567 licensing 3138
registry, comparing on two computers 2567 report viewer
reinstalling database and Sybase ASE 12 problems with 3128
software 2422 reporting
related documents 46 historical 27
remote improvements 29
configuring TAPI service Manager Server enhancements 29
provider 434, 1001, 1610, 2179 real-time 27
remote database backups reports
preparing for 1794 activating 684, 1335
preparing the network computer creating shared network
for 726, 1177, 1792 folder 338, 912, 1521, 2070
worksheet for setting up 725, 1176, 1792 deactivating 684, 1336
remote directory defining output options 682, 1333
backing up the database to 724, 1175, 1790 deleting in Classic Client 685, 1336
creating and sharing 727, 1178, 1794, 2376 located Classic Client user-created 674, 1325
for Platform Recovery scheduling 681, 1332
Disk 284, 1269, 1816, 2014, 2441 required experience 45
performing backups to 2564 requirements
setting up for database client machine 570
backups 724, 1175, 1790 disk partitions on server 638, 653, 1147, 1763
remote directory backup option, selecting 2565 keycode for Release 4.2 639
remote directory backups network for remote backups 725, 1176, 1791
compared to tape backups 2366 remote computer for database
computer requirements for 724, 1175, 1790 backups 724, 1175, 1790
files created during 723, 1174, 1791, 2373 server installation software 114, 2326
preparing Contact Center Manager Server tape drive 2353
for 2376 third-party backup software 2401
preparing network computer for 2375 resetting
setting up 2372 iceAdmin passwords 3083
testing the configuration of 2384 resource types 508
worksheet for setting up 2374 resources
remote directory restore default
testing the configuration of 2384 for new installations 495
remote licenses, pcAnywhere 1241 importing 496
remote restore settings, completing on new restarting server 2304
server 2379 restore status, checking 2559
remote support access tool restoring

January 2008 Index
data on a co-resident server 112 exporting 363, 2094

data on a coresident server 1291 improvements 28, 32
database 2554 trusted sites 577
restoring data scripts
with the Nortel Backup and Restore cannot open 3089
utility 2123 SDMCA service 3004
restoring data with MSDE 2000 1307 SDP service 3004
RSM starting and stopping 2479
installing 2477 security 2491–2499
modifying settings 2479 client machines 575
testing 2488 group policies for Symposium Web Client
RSM IP Address tab in the Server Setup 4.5 1219
Configuration utility 2573 security auditing 2499
RSM IP address, updating 2573 security policies on Windows Server 2003 1219
RSM server, IP security policy settings
address 121, 664, 1158, 1216, 1773 Windows Server 2000 611
RSM service serial number
testing using the mRcv.exe 3103 entering new 2570
RSM service, activating modifications to 2486 server
RTD Multicast Configuration utility 2480 restarting 2304
RTD Multicast Controller utility 2480 shutting down 2304
RTD, migrating 2598, 2602 starting up 2586
RTDControl user accounts on 261, 1470, 2004, 2493
downloading 3110 server configuration information, updating 2569
how to download 3110 Server Setup Configuration utility 2568
running about 2541
msi files from an SMS server 615 starting 2569
tabs in 2570
using to update the server configuration 2569
S server setup configuration, recovery of 2416
server software
saving time during conversion 640 reinstalling 2465
SCCSDBSpace view 2362 server tree
scheduled backups icons are missing 3052
changing 2397 server utilities 2539
deleting 2397 Server Utility
scheduled reports accepting the license for client machines 599
cannot print 3132 cannot log on to 2997
failure to export 3140 overview 28
scheduling servers, migrating non-English 2592
reports 681, 1332 service ID 119, 662, 1156, 1214, 1771
scheduling backups 2389 Service Monitor 3002
scripting Service Update packs 2310
configuring default printer for 363, 2094 installing on original server 712
configuring on Contact Center Manager removing all installed from server 2318, 2453
Administration server 363, 2094 Service Update packs, installing on server 2310

Index Standard 6.14
Service Update Supplements configuring to forward traps to NMS 2611

about 254, 862, 1462 software
Service Updates options for uninstalling 2452
about 254, 862, 1462 source server
service updates backing up before migrating 716, 1167
verify 970, 1579 standby Contact Center Manager Server
service version 119, 662, 1156, 1214, 1771 changing to 3048
services Standby License Manager 3033
confirming starting 466, 2220 Standby Server
Contact Center Manager Server 3003 Replication Server
verifying 466, 2220 resuming 3013
setting troubleshooting 3012
default addresses and terminals 487 starting
logging tool path 488 pcAnywhere 127, 1862
severity, of events 2606 starting pcAnywhere 136, 1870
shared 332, 906, 1515, 2064 Startup utility 2541
Shutdown utility 2541, 2583 2586
shutdown, improper 2304 Statistical Data Manager Configuration
shutting down server 2304 Administrator
Simple Object Access Protocol fault management events 2697
client machine requirements 570 Statistical Data Propagator
installing on client machines 591 fault management events 2699
troubleshooting 3076, 3161 statistics
troubleshooting errors 3079 License Manager 98
SIP statistics in reports 29
verifying Contact Management status of backup 2395
Framework 2252 stopping
SIP resources replication 821, 1421
verifying 2252 stopping backups 2397
site name stored procedures
updating 2574 for Contact Center Manager
Site Name tab, in the Server Setup Configuration Administration 3154
utility 2574 SU
size See Service Update
event log, changing 2608 super PEPs. See Service Update packs
skillsets supervisors
per agent 29 deleting in Classic Client 708, 1360
SMonW 3002 SUS
window 2587 See Service Update Supplement
SMS server SUs. See Service Update packs
running 615 suspicious activity 2499
SMTP server switch information
configuring 321, 2053 updating 2571
verifying installation 320, 2052 switches
SNMP supported by Contact Center Manager
configuring 2611–2614 Server 42

January 2008 Index
Sybase ASE 12.0 browser 534, 1076, 1684, 2251

recovery of 2421 configuring CS 1000/M1 408, 975, 1584
reinstalling 2422 configuring CS 2X00/
Symposium Web Client M1 442, 1009, 1618, 2187
choosing web site types when installing 1278 Task Flow Access
Symposium Web Client 4.5 fault management events 2702
configuring 1271 Task Flow Executor
installing 1271 fault management events 2703
security policies 1219 TCP/IP parameters
upgrading 821, 1421 setting for CLAN 1223, 1838
synchronization of user reports setting for ELAN 1223, 1838
access denied 3132, 3133 TCP/IP, testing ELAN and CLAN
synchronizing connections 3010
computer name 2542, 2799, 2836 Telephony Services Manager events
times 2306 Telephony Services Manager 2741
System Information utility 2587 terminal
about 2541 setting 487
System Monitor utility 2587 testing
about 2541 client-server communication 3054
starting 2587 RSM service 3103
System Monitor window 3002 testing configuration of remote directory backup
Systems Management Server and restore 2384
and third-party controls 615 TFA service 3003
TFE service 3004
troubleshooting 3005
T third-party backup, using to recover the
database 2444
tabs third-party controls
will not load 3089 deleting 614
tape installing on a client machines 1127, 1743
performing backups to 2564 list of 609
using for database backups 732, 1182, 1786 problems downloading 3069
tape backup option, selecting 2565 viewing the list of installed 613
tape backups third-party software
benchmark statistics for 2349 Contact Center Manager Administration
compared to remote directory backups 2366 installation failure 211, 1958
setting up 2368 guidelines for backup 2401
tape drives 2353 installing hot fixes 253, 1999
compatibility of hardware 710, 1163 installing on client computers 570
requirements for 2353 time
resolving compatibility issues 709, 1162 saving during conversion 640
tape rotation 2354 synchronization 2306
TAPI viewing system 2307
backing up database 751, 1204, 1831 Time To Live value, modifying 2479
browser lines 534, 1076, 1684, 2251 timing 108
checking lines in Toolkit

Index Standard 6.14
fault management events 2750 pop-up blockers 3065

tracing IP multicast data problems with Contact Center Manager
using ICERTDTrace 3099 Server services 3001
Tracker problems with Internet Explorer 3059
components 560, 1107, 1723, 2293 real-time displays 3108, 3110, 3114
transmission methods Real-time Multicast Statistics
and Real-Time Multicast statistics 3094 from the application server 3099
troubleshooting from the Contact Center Manager
access problems with synchronization of user Server 3103
reports 3132 reinstalling Contact Center Manager
Agent Desktop Display 3070, 3154 Administration 2996
CCMA functionality problems after an related documents 2972
upgrade 2980 Simple Object Access Protocol 3076, 3161
client-server connection 3019 synchronization of user reports 3133
communication problems with Contact Windows Installer error message 2993
Center Manager Server 3047 trusted sites
configuration tool 3161 adding 3159
Connect Login Prompt 3067 for scripting 577
connection between client PC and Contact TSM service 3003
Center Manager Server 3053 troubleshooting 3006
connections to Contact Center Manager TTL. See Time to Live
Administration server 3049 types of resources 508
Contact Center Management 3153
Crystal Reports 10.0 hotfix error
message 2994
display problems in historical
U
reports 3139, 3147 uninstalling
display problems with historical reports 3138 language packs 386, 2116
distorted web interface on client PC 3063 pcAnywhere 2450
downloading controls 3069 server software and database 2452
encrypt password for CCMA users error updating server configuration information 2569
message 2995 upgrade
exporting scheduled reports 3140 overview 636
functionality problems after changes to upgrading
Contact Center Manager Server 3044 Agent Desktop Display 622
general CCMA functionality problems 3089 CCT 5.0 to CCT 6.0 with same OS
general problems with CCMA backing up TAPI 751, 1204, 1831
functionality 3089 from Symposium Web Client 4.5 821, 1421
historical reports 3127, 3137 Internet Explorer on client machines 574
installation problems 2975, 2976 Symposium Web Client to Contact Center
Jet Database Engine error message 3068 Manager Administration
logging on to Server Utility 2997 check source server software 1166
missing file extensions 2989 server compatibility 714, 1165
missing server tree icons 3052 target server requirements 715, 1207
Network Consolidated Real-Time TAPI 3.0 to CCT 6.0 with same OS
Displays 3122 checking for IceAssignment service 754

January 2008 Index
the XML automated assignments feature 943 services start 466, 2220
usage column entry meanings 2552 SIP resources are mapped 2252
user account Veritas Backup 1802
adding IUSR_SWC 293, 2021 Veritas Backup Exec 9.1 tool 1811
changing password for 368, 2099 viewing date, time, and time zone 2307
user accounts on server 261, 1470, 2004, 2493 virtual directory
user types installing Contact Center Manager
migrating 706, 1358 Administration 208, 1955
using virtual memory
Microsoft remote desktop checking settings 1226, 1841
connection 136, 1870 Voice Services Manager
utilities fault management events 2753
accessing 2540 VSM service 3003
Computer Name Sync 2540, 2542
Configuration (Nbconfig) 2540
Database Expansion 2540, 2546
Database Restore 2540, 2554
W
Feature Report 2540 warning to users 304, 2036
in Contact Center Manager Server 2540 web browser
Migration 2540 configuring client 574
Multicast Receive 2488 web site addresses 50
Network DB Backup Path 2541 web site types
PEP Viewer 2541, 2567 in Symposium Web Client 1278
Registry Maintenance 2541, 2567 Windows 2000
RTD Multicast Configuration 2480 configuring for non-English versions 2594
RTD Multicast Controller 2480 Windows 2003
Server Setup Configuration 2541, 2568 configuring the display 572
Shutdown 2541, 2583 Windows Installer
Startup 2541, 2586 error message 2993
System Information 2541, 2587 Windows Server 2000
System Monitor 2541, 2587 domain controllers 1219
using the Database Expansion 2546 security policy settings 611
Windows Server 2003
configuring on target server 1271
V domain controller 1219
domain group policies 1219
verify Windows user account
service updates 970, 1579 creating on network
verifying computer 726, 1177, 2375
Contact Management setting up on new server 1236, 1872, 2377
Framework 530, 1072, 1680, 2247 setting up on the server 1794
Contact Management Framework in SIP 2252 Windows XP SP2
database installation on new server 406, 2162 problems with browser on 3060
installation 527, 1068, 1676, 2243 workgroup name
mappings for voice and adding 1224, 1839
multimedia 530, 1072, 1680, 2247 Workgroup or Computer Domain

Index Standard 6.14
window 1224, 1839

worksheet
disk partition configuration 1209, 1784
PEP level 713
RAM size 1209, 1784
setting up remote directory backups 2374
X
XML automated assignments feature
upgrading 943
XML automatic assignments 388, 1553

Reader Response Form
Release 6.0
Installation and Maintenance Guide for the Co-resident
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Copyright © 2006-2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
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Networks reserves the right to seek all allowable remedies for such breach.
Publication number: 297-2183-218

Product release: 6.0
Document release: Standard 6.14
Date: January 2008
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Nortel Contact Center Manager Server

Release 6.0 Standard 6.14 January 2008

Publication number: 297-2183-218

Copyright © 2006-2008 Nortel Networks. All Rights Reserved.

Part 2 Install the co-resident server software 101

3 Install the co-resident server software 103

Installation and Maintenance Guide for the Co-resident Server v

Step 2. Record and check for required installation information . . . . . . . . . 117

vi Contact Center Manager Server

Part 3 Upgrade to Contact Center Manager Server 633

4 Upgrade overview 635

5 Upgrade a co-resident 5.0 to a co-resident 6.0 server (same

Installation and Maintenance Guide for the Co-resident Server vii

Section A: Prepare the server for upgrade 657

viii Contact Center Manager Server

Step 36. Configure logon warning message (optional) . . . . . . . . . . . . . . . . 889

Installation and Maintenance Guide for the Co-resident Server ix

6 Upgrade a co-resident 5.0 to a co-resident 6.0 server

x Contact Center Manager Server

Section D: Migrate Classic Client 1317

Installation and Maintenance Guide for the Co-resident Server xi

Step 67. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1556

7 Migrate a co-resident server to a new platform 1761

xii Contact Center Manager Server

Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . 1775

Installation and Maintenance Guide for the Co-resident Server xiii

Step 40. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 2041

xiv Contact Center Manager Server

Part 4 Maintain Contact Center Manager Server 2301

8 Manage the server 2303

9 Install and uninstall patches 2309

10 Install the Server Utility software (stand-alone) 2323

11 Back up data 2343

Installation and Maintenance Guide for the Co-resident Server xv

Section C: Use a third-party backup utility to create full

12 Restore data 2407

13 Configure and uninstall pcAnywhere 2445

14 Uninstall and reinstall Contact Center Manager

15 Install and configure Real-Time Statistics Multicast 2475

xvi Contact Center Manager Server

16 Manage security 2491

17 Use server features 2539

Part 5 Appendixes 2589

Install the Internationalization Framework 2591

Migrate API applications 2597

Installation and Maintenance Guide for the Co-resident Server xvii

Alarms and events 2605

Event Codes 2617

Change the names or IP addresses of servers 2795

xviii Contact Center Manager Server

Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 2944

Troubleshoot and support 2971

Installation and Maintenance Guide for the Co-resident Server xix

Section D: License Manager problems 3019

xx Contact Center Manager Server

Troubleshoot Real-Time Statistics Multicast from the CCMA server . . . . 3099

Installation and Maintenance Guide for the Co-resident Server xxi

xxii Contact Center Manager Server

Installation and Maintenance Guide for the Co-resident Server 23

24 Contact Center Manager Server

Installation and Maintenance Guide for the Co-resident Server 25

Scripting—Use a Web-based integrated script manager, a larger script

Upgrading a co-resident 5.0 to a co-resident 6.0 server (new server)

Corporate license—More than one occurrence of any product is