SIP Commissioning
NN44400-511
Document status: Standard
Document issue: 01.04
Document date: 17 December 2009
Product release: Release 7.0
Job function: Configuration
Type: Technical document
Language type: English
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT
WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information
and/or products described in this document are subject to change without notice.
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are
trademarks of Nortel Networks.
Internet Explorer, Office Communications Server 2007, and Windows are trademarks of Microsoft
Corporation.
Introduction 7
Introduction to TDM and SIP Contact Centers 7
Traditional TDM Contact Center 7
Introduction of SIP 8
SIP Contact Center 8
CDNs and SIP Route Points 10
Networking Routing Service (NRS) 10
New in this Release 10
Hotdesking configuration 59
Logging on to Virtual Office remotely 59
Logging off of Virtual Office 60
Navigation
• Features (page 5)
• Other changes (page 6)
Features
See the following sections for information about feature changes:
• Microsoft Office Communications Server 2007 (page 5)
• Instant messaging and presence (page 5)
• New contact types (page 6)
• Increased capacity (page 6)
Increased capacity
The following table shows the improved capacity between SIP Contact Center
Release 6.0 and 7.0.
Other changes
See the following sections for information about changes that are not feature-
related:
• Content arrangement (page 6)
Content arrangement
The documentation suite for Contact Center 7.0 is rearranged to fulfill the
requirements for the Nortel modular format. The content in this document is
sorted by job functions and tasks rather than by servers. Use the Nortel
Contact Center Documentation Roadmap (NN44400-113) to determine which
document to review.
Introduction of SIP
The Session Initiation Protocol (SIP) is a signalling protocol widely used for
controlling multimedia communication sessions such as voice and video calls
over Internet Protocol (IP). SIP works in the application layer of the Open
Systems Interconnection (OSI) communications model. SIP can establish
multimedia sessions or Internet telephony calls, and modify, or terminate
them. SIP is designed to be independent of the underlying transport layer. It
is a text-based protocol, incorporating many elements of the Hypertext
Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP)
allowing for direct inspection by administrators.
CCMS added a SIP Gateway Manager (SGM) component to support SIP. The
SGM is a CCMS component that communicates with the outside world using
the SIP protocol. The CCMS SGM is a standalone SIP element that can
receive and process IP calls without help from a Communication Server 1000.
The CCMS SGM is the call processor in the Contact Center.
A SIP CTI application on the SS looks like a TAPI application from a CS point
of view. The SIP CTI application acquires and controls telephone sets, and
uses a ELAN configuration in the same way as any TAPI application would.
The SIP CTI application communicates via SIP, with CSTA (TR87) on its IP
side.
SIP Contact Centers no longer need an ACD, CDN or ACD phones on the
Communication Server 1000. Calls can originate anywhere in the SIP
network. In smaller deployments, calls typically enter via a PRI link into the
CS1000. The CS1000 uses its DSPs to convert TDM calls into IP and
tandems these IP calls for processing to the SIP CC. When incoming PSTN
trunk calls need to be processed by the SIP contact center, the CS1000 SS
converts them from TDM into IP and tandems them onto the SIP CC.
Nortel standard dialling plans are employed to incorporate the SIP CC into the
overall dialling plan setup.
In a SIP contact center, the CDN (called a Route Point in SIP) is no longer on
the CS1000, so there is nothing to be acquired on the Communication Server
1000. The CCMS no longer has an AML link with the CS1000 and therefore it
can not control its CDNs.
CCMS SGM emulates and controls CDNs (SIP Route Points) configured in
CCMA.
There are two types of NRS: SIP Redirect Server (SRS), and SIP Proxy
Server (SPS).
The NRS provides routing services to SIP compliant devices. The CS1000
needs an NRS to route calls to the SIP Contact Center. The SIP Contact
Center (CCMS SGM) may route voice calls to contact center agents via the
NRS.
This guide is presented in an order that allows the different aspects of the
solution to operate as intended.
Prerequisites
• Ensure you have the most recent documentation. Documentation is
available on the Nortel Web site at www.nortel.com/support.
• Read Nortel Contact Center Fundamentals (NN44400-110).
• Read Nortel Contact Center Planning and Engineering (NN44400-210).
• Install the Office Communications Server. For more information, see your
Microsoft documentation and Nortel Contact Center SIP OCS Solution
Integration Guide (NN44400-513).
• Install and commission the following Contact Center components required
for SIP Contact Center:
— Contact Center Manager Server
— Communication Control Toolkit
— License Manager
— Server Utility
— Contact Center Manager Administration
— Contact Center Multimedia
— Interactive Communications Portal (ICP)
— Contact Center Information Services (CCIS)
For more information about installing and commissioning Contact Center
components, see Nortel Contact Center Installation (NN44400-311) and
Nortel Contact Center Commissioning (NN44400-312).
Navigation
• Communication Server 1000 configuration (page 13)
• Office Communications Server configuration (page 26)
• Interactive Communications Portal configuration (page 40)
• Contact Center Manager Server configuration (page 31)
• Agent configuration in Communication Control Toolkit (page 48)
• Contact Center Agent Desktop deployment (page 53)
• SIP Contact Center testing (page 58)
• Hotdesking configuration (page 59)
This chapter also describes how to configure the Communication Server 1000
to continue processing calls should the SIP Contact Center be taken off line
for maintenance, or in the unlikely event of an outage.
Server 1000 towards the SIP Contact Center Manager Server. Typically,
this configuration occurs through the SIP trunk towards the Network
Routing Service (NRS). This dialing plan can already exist on your
network (you can determine this from your system diagram and the Nortel
Contact Center Installer Roadmap (NN44400-310).
Procedure steps
Step Action
18 Click Commit.
--End--
Procedure to add a SIP Routing Entry for Contact Center Manager Server.
Prerequisites
• Need to know the dialling plan entry.
Procedure steps
Step Action
--End--
Configuring the Signaling Server for SIP CTI (Remote Call Control)
Configure the SIP Signaling Server for SIP CTI (Remote Call Control) and
check the SIP CTI services configuration. You can use SIP CTI to control and
monitor a Communication Server 1000 DN with TR87 class of service (CLS),
specified with key 0 or 1 using the AST prompt.
Normally, you require only one association between SIP Contact Center and
the SIP CTI service for correct operation. However, if Contact Center Agent
Desktop shuts down unexpectedly, the association or SIP session may not
close correctly, leaving an un-associated session on the Signalling Server. If
the value of “Maximum Associations per DN list” is 1, the Contact Center
Agent Desktop cannot acquire the phone, as the Signalling Server is still using
the only session. If the value of “Maximum Associations per DN list” is 2,
the Contact Center Agent Desktop can reacquire the phone using the second
session. After activity is detected on the phone, the Communication Server
1000 clears the inactive SIP CTI sessions.
Prerequisites
• The Signalling Server must be reset for the following changes to take
effect.
Procedure steps
Step Action
--End--
Configuring the Call Server for SIP CTI (Remote Call Control)
Configure the Call Server for SIP CTI using the following example. This
procedure uses an example from a Release 5.0 CP-PM system.
Adding a new elan and vas for SIP CTI using a Terminal.
Procedure steps
Step Action
1 >ld 17
REQ chg
TYPE adan
ADAN new elan 36 <- Must be over 35 because it is virtual
CTYP elan
DES elan
LCTL
...
ADAN DATA SAVED
ADAN
...
REQ chg
TYPE vas
VAS new
VSID 36
ELAN 36
SECU yes
INTL
MCNT
VSID
VAS
--End--
Prerequisites
• Create Agent DNs with T87A class of service (CLS) and AST key.
Procedure steps
Step Action
>ld 11
REQ: new
TYPE: 2004p1
TN 160 0 15 29
DES 2004p1
CUST 0
NUID
......
SFLT
CAC_MFC
CLS t87a <- Use t87a Class of Service for SIP
HUNT
SCI
PLEV
DANI
AST 1 <- May also be 0
IAPG
ITNA
MLWU_LANG
MLNG
DNDR
KEY 00 scr 50509 <- Key zero is SCR
MARP
CPND
VMB
KEY
--End--
Recovery
When the SIP contact center maintenance cycle is complete or has
recovered, the Supervisor must put the first ACD queue (ACD Q1) back into
Night Service (NSVC) by pressing the NSVC key and then pressing key 6 (N)
on the Supervisor’s phone set. Customer calls are forwarded to the SIP
Contact Center again.
Limitations
• The MSB key is required to take a set out of MSB. Using the MSB key
makes both the ACD key and SCR key busy.
— The MSB key defaults to active after a Call Server init.
— MSB must be deactivated for agents to receive any calls.
• The Supervisor (with the NSVC key) must monitor the state of the SIP CC
and switch between states manually.
• There can only be one Night Service key per ACD queue
• Confusing to Agent
— In normal operation the Agents should use CCAD.
— In fall-over operation the Agents can only use the phone set.
Approach Outline
This is an outline of how to setup Night Service (NSVC) on an ACD queue and
how to configure the Agent keys. This is a suggested approach.
Procedure steps
Step Action
• TYPE ACD
• CUST 0
• ACDN 1310 – Published number that Customers call
• ICDD NO
• NCFW 2311 – 2311 is a DSC towards SIP CC
• OVDN
• IFDN 2311
• CWNT NONE
2 Configure CS1000 Agent phone sets. The phone sets can be TDM or IP.
They can be ACD or Normal phones. Configure the Agent phone set keys
as follows.
3 Configure CS1000 Supervisor phone set. The phone set can be TDM or IP.
It can be ACD or a Normal phone. Configure the Supervisor phone set keys
as follows.
• KEY 0 ACD 1310 4 7310 SPV – Used for CS1000 ACD queue
• KEY 1 SCR 4310 – Used for SIP CC calls
• KEY 2 NSVC 1310 – Night Service for the ACD queue.
• KEY 3 Not ready – Used with CS1000 ACD queue
• KEY 4 MSB key – MSB makes SCR key busy
• AST 01 – SCR key used for SIP CC, Key 1
--End--
For federated users to access the SIP Contact Center where OCS edge
servers and OCS directors are employed, apply this configuration to the OCS
directors as well.
For nonfederated instant messaging, the static route matching URI can be any
string. For federated IM, the wildcard can only be the same as the service
domain or the domain that is federated with third-party organizations.
Procedure steps
Step Action
--End--
OCS 2007
Procedure steps
Step Action
6 Click Add.
7 On the Add Authorized Host dialog box, select IP address and type the IP
address of the Contact Center Manager Server.
8 Under Settings, select Throttle As Server and Treat As Authenticated.
9 Click OK.
10 On the Front End Properties dialog box, click OK.
--End--
When you add Contact Center Manager Server as a trusted node in an OCS
pool, add each Front End server to the trusted list as well. This is required for
instant messages that originate from Contact Center Manager Server to be
routable by the Front End servers internal to the pool.
Procedure steps
Step Action
--End--
Procedure steps
Step Action
--End--
Procedure steps
Step Action
--End--
Variable definitions
Variable Definition
Name Any free-form string that describes the route point, type,
or function (for example, IM_sales for an IM route point
that handles sales).
Number The number used internally by the SIP Contact Center
that is inherited from AML based CC and appears in the
TFE scripts as a CDN.
URI The URI the SIP CC accepts for processing by the SIP
CC. INVITEs received that do not match these URI are
rejected.
Nortel recommends that you use lowercase letters for
URIs.
Type Local or network. You must enable the networking option
to use the CDN (Route Point) for network calls.
Acquired Select this check box indicate to the system to acquire
and process calls using this URI.
Procedure steps
Step Action
--End--
Prerequisites
• Add the media servers to Contact Center Manager Server. See Adding
media servers (page 35).
Procedure steps
Step Action
5 Ensure that each of the following Contact Center services is associated with
at least one ICP:
• ANNC
• DIALOG
• CONF
--End--
Prerequisites
• Ensure that you have the appropriate access class to access and work in
this window. If you cannot open part of the window that you need, ask your
administrator to update the access class assigned to you. To work with all
sections of this window and to add and edit all types of users, you need
the Add/Edit/Delete Agents and Supervisors access level. For more
information, see the Contact Center Manager Administration On-line Help.
• Configure skillsets, contact types, and call presentation types in Contact
Center Manager Administration. For more information, see the Contact
Center Manager Administration On-line Help.
Procedure steps
Step Action
• Login ID
• Primary Supervisor
• Call Presentation
• Threshold
• SIP URI
• SIP Terminal
6 Enter any optional information about the agent (for example, Title,
Department, or Comments).
7 If Open Queue is enabled on the Contact Center Manager Server, click the
Contact Types heading to expand the branch.
8 Select the check box beside each Contact Type to assign to the agent (for
example, Voice, IM).
--End--
Variable definitions
Variable Definition
Call Presentation The call presentation class to assign to this agent
First Name The first name of the agent
Last Name The last name of the agent
Login ID The number that the agent enters to log on to the
phone
Primary Supervisor The agent’s supervisor
SIP Terminal The SIP address of the TR87-controlled terminal
dedicated to this agent, in the format sip:agent
DN@CS 1000 node IP address (for example:
sip:3280@47.166.107. 38)
SIP URI The agent’s SIP address as configured on the OCS
(for example, sip:johndoe@sipccocs.com)
Threshold The threshold class to assign to this agent
Procedure steps
Step Action
--End--
Procedure steps
Step Action
1 Insert the Contact Center DVD into the DVD drive of the ICP server.
2 If the Contact Center DVD installer main menu appears, click Cancel.
3 Browse to the CC_ICP folder.
4 Double-click Contact_Center_ICP_Services.exe.
5 On the Welcome dialog box, click Next.
6 On the License Agreement dialog box, select I accept the terms of the
license agreement.
7 Click Next.
8 On the Ready to Install the Program dialog box, click Install.
9 On the InstallShield Wizard Complete dialog box, click Finish.
--End--
Prerequisites
• Run Contact Center ICP Services. exe on the ICP server. See Running
Contact Center ICP Services.exe on the ICP server (page 41).
• Configure Element Manager. For more information, see Nortel Media
Application Server and Interactive Communications Portal Commissioning
(NN44471-301).
• Obtain a valid user name and password to access Element Manager.
Procedure steps
Step Action
OR
Select the Use Nodal Licensing check box and skip to step 7.
4 If you selected Use License Server, in the Add License Keys box, enter
the CCIS license key.
5 Click Validate.
6 Click Save, and skip the remaining steps in this procedure.
7 If you selected Use Nodal Licensing, click Save.
8 In the navigation pane, click Licensing, Advanced Settings.
9 On the Licensing Advanced Settings page, in the License Server A
Network Address box, type the IP address of the server containing the ICP
CCIS license.
10 Click Save.
--End--
Prerequisites
• Run Contact Center ICP Services. exe on the ICP server. See Running
Contact Center ICP Services.exe on the ICP server (page 41).
• Configure Element Manager. For more information, see Nortel Media
Application Server and Interactive Communications Portal Commissioning
(NN44471-301).
• Obtain a valid user name and password to access Element Manager.
Procedure steps
Step Action
5 Click Add.
6 On the Add SIP Trusted Node page, in the Host or Server Address box,
type the host name or IP address of the Contact Center Manager Server.
7 Click Save.
--End--
To provision a single media file, see Uploading a media file (page 45).
Prerequisites
• Add content namespaces. For more information, see Nortel Media
Application Server and Interactive Communications Portal Commissioning
(NN44471-301).
• Create the media files for a content namespace on your local system in
the required file structure, and zip the files.
Attention: You must name the root directory the same as the content
namespace name.
Procedure steps
Step Action
--End--
Prerequisites
• Add content namespaces and groups. For more information, see Nortel
Media Application Server and Interactive Communications Portal
Commissioning (NN44471-301).
Procedure steps
Step Action
--End--
Procedure steps
Step Action
10 Click Save.
11 In the navigation pane, click System Configuration, Media, Audio
Codecs.
12 On the Audio Codecs page, ensure that the codecs you want to support
appear in the Enabled list.
13 Click Save.
14 In the navigation pane, System Configuration, Media, Digit Relay
(DTMF).
15 On the Digit Relay (DTMF) page, enable RFC2833 and INFO digits.
16 Click Save.
17 In the navigation pane, click System Configuration, Media, General
Settings.
18 On the General Settings page, clear the QoS Monitoring check box.
19 Click Save.
20 In the navigation pane, click System Configuration, Signaling, SIP,
General Settings.
21 On the General Settings page, clear the Enforce SIP Route
Configuration check box.
22 Click Save.
--End--
Prerequisites
• Ensure that the local administrator has user access for the domain where
Communication Control Toolkit is installed to access and import domain
resources in the CCT Console.
• Know how to stop and start CCT services. For more information, see
Nortel Contact Center Commissioning (NN44400-312).
Procedure steps
Step Action
--End--
When an agent logs on to the Contact Center Agent Desktop or before logon
time when an agent wants to use knowledge worker CTI functions from the
Agent Desktop, CCT must be able to associate the Agent Desktop instance
with the agent’s Converged TR87 controllable desktop.
Prerequisites
• Add the agents in Contact Center Manager Administration.
Procedure steps
Step Action
--End--
Procedure steps
Step Action
--End--
Prerequisites
• Ensure your client PCs meet all requirements as described in Nortel
Contact Center Planning and Engineering (NN44400-210).
• Know the fully qualified domain name (FQDN) of the Contact Center
Multimedia server.
• Log on to the client PC with local administrator rights. These rights are
required to install the .NET Framework and Visual C++ Runtime Library
packages.
Procedure steps
Step Action
--End--
Prerequisites
• Install Contact Center Agent Desktop on the client PC. See Deploying
Contact Center Agent Desktop for the first time (page 54).
Procedure steps
Step Action
If the agent PC is not logged on, the CCT Connection Failure message box
appears.
2 On the CCT Connection Failure message box, click Retry.
3 On the User Credentials dialog box, in the User ID box, type the agent’s
user ID.
4 In the Password box, type the agent’s password.
5 Click OK.
--End--
Prerequisites
• Log on to Contact Center Agent Desktop. See Logging on to the Contact
Center Agent Desktop (page 55).
Procedure steps
Step Action
1 On the Enter Login Details dialog box, in the Multimedia account info
section, in the ID box, type the ID for the agent as configured on the Contact
Center Multimedia server.
2 In the Password box, type the password for the agent as configured on the
Contact Center Multimedia server.
3 In the OCS section, in the Sign-in name box, type the sign-in name for the
agent.
4 In the Password box, type the password for the agent.
5 In the Domain box, type the Contact Center SIP domain (for example,
sipserver.com).
6 In the Uri box, type the SIP URI for the agent as configured in Contact
Center Manager Administration.
7 In the Connection Settings section, in the Server name or IP box, type the
name or IP address of the OCS.
8 In the Connect using field, select TCP.
9 Click Save this profile.
The agent is now logged on and can use the Agent Desktop toolbar to
control the phone for DN calls. After the agent clicks Not Ready, the agent
can receive contacts from Contact Center Manager Server.
--End--
Prerequisites
• Install the Contact Center Agent Desktop on the client PC. See Deploying
Contact Center Agent Desktop for the first time (page 54).
Procedure steps
Step Action
1 Click Start, All Programs, Nortel, Nortel Contact Center Agent Desktop.
--End--
Navigation
• Verifying correct operation (page 58)
Procedure steps
Step Action
--End--
Navigation
• Logging on to Virtual Office remotely (page 59)
• Logging off of Virtual Office (page 60)
Prerequisites
• Packages 382 and 387 must be equipped.
• The remote IP phone must have an SCPW configured in LD 11 (SCPL
must be configured in LD 15 [FFC] to enable the SCPW prompt).
• The Remote Call Server must have CLS VOUA configured in LD 11.
• The Host Call Server must have CLS VOLA configured in LD 11 (default).
• You must have working IP peer configuration and know how to dial the
remote phone from the host phone.
Procedure steps
Step Action
4 At the Enter Password prompt, enter the SCPW of the target remote
phone.
If successful, the host phone resets and comes back online with the features
of the remote IP phone, including the DN, autodial numbers, feature keys,
and voice mail indication and access.
--End--
Procedure steps
Step Action
--End--
Publication: NN44400-511
Document status: Standard
Document issue: 01.04
Document date: 17 December 2009
Product release: Release 7.0
Job function: Configuration
Type: Technical document
Language type: English
While the information in this document is believed to be accurate and reliable, except as otherwise expressly
agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR
CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described
in this document are subject to change without notice.Nortel,
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks of
Nortel Networks.
Internet Explorer, Office Communications Server 2007, and Windows are trademark of Microsoft
Corporation.