Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Nortel Enterprise Solution and
Contact Center Multimedia is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.
This page and the following page are considered the title page, and contain Nortel Networks and
third-party trademarks.
*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200,
DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN,
IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,
Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000),
Supernode, and Symposium are trademarks of Nortel.
3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.
ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and
POSTSCRIPT are trademarks of Adobe Systems Incorporated.
APACHE is a trademark of Apache Micro Peripherals, Inc.
InterSystems Caché is a trademark of InterSystems Corporation.
CITRIX is a trademark of Citrix Systems, Inc.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer
Corporation.
NOVELL is a trademark of Novell, Inc.
WINZIP is a trademark of Nico Mak Computing, Inc.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
VISIBROKER is a trademark of Visigenic Software, Inc.
UNIX is a trademark of X/Open Company Limited.
Contents
1 Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . 11
Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2 Server components 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . 35
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Index 79
Getting started
In this chapter
New in this release 8
Overview 9
About Contact Center Multimedia/Outbound 11
Network components 14
Skills you need 16
Related documents 17
How to get help 18
The following section details what is new in the Nortel Contact Center
Multimedia Technical Requirements and Operating System Configuration Guide
(297-2183-214) for release 4.01.
“Features” on page 8
Features
See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information
This guide is a new guide intended to describe what must be done to a new
server before the Communication Control Toolkit server software is installed. It
contains the following sections from the Communication Control Toolkit
Installation and Maintenance Guide:
“About Contact Center Multimedia/Outbound” on page 11
“Server hardware requirements” on page 23
“Disk partitioning requirements” on page 29
“Server port usage” on page 33
“Installing Windows Server 2003” on page 41
“Configuring Windows Server 2003” on page 48
“Installing the Windows Server 2003 language pack” on page 54
“Connecting the server to the LAN” on page 59
Overview
This guide describes the prerequisites required for installing the Nortel Contact
Center Multimedia/Outbound Server.
To install the software you must have basic computing skills, is familiar with
necessary safety procedures, and can access the hardware documentation
provided by the manufacturer available as a reference.
Access rights
You must log on to the server with Administrator privileges to install the server
software and run the server utilities.
Installation time
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 45
minutes
Installing the Contact Center Multimedia Server Software: 30 minutes
Postinstallation: 15 minutes
These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 2.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.
DVD Drive: Internal IDE 8X DVD-ROM
Components
Contact Center Multimedia/Outbound consists of the following components:
Multimedia database: This component is installed on the Contact Center
Multimedia server and is an InterSystems Caché database that stores all
contact center activity. All incoming e-mail, web requests, and associated
responses are stored in a structured format within the database. Information
about outbound campaigns is also stored in this database.
Outbound Campaign Management Tool: This component is installed on
the Contact Center Multimedia server and accessed using the Contact
Center Manager Administration application. Use the Outbound Campaign
Management Tool to create, modify, and monitor outbound campaigns. An
outbound campaign is a series of outbound calls for one specific purpose,
for example, a customer survey or a sales promotion. Use the Outbound
Campaign Management Tool to:
define campaign parameters
save scripts
Call Server
ELAN Subnet Contact Center
Contact Center Outbound
Signaling Multimedia Server SMTP 25
Manger Server Campaign
Server
Auto-Ack/ Manager Tool
E-mail POP3 (110)
Auto- Touch
response Point
Contact 80/443
Reporting Scripting & External Web
Queuing E-mail Server server
Keyword Analysis/
Contact Center Rules Engine
Manger Admin CRM
Open
Statistics CMF MS Exchange, 3rd Party App
Queue Contacts
Unified Stream (CRM/IVR)
Database Lotus Domino,
Admin and
Reporting etc, Fax, SMS
Gateway
Open CCM
Contact queued
Queue Web
(RPC)* Web
Client Services
Collaboration
server
Agent UI/
*Firewall not supported
Web
between CCMS and CCMM
Server
servers SOAP/XML
80/443
CCT
Contact pushed to
Agent Desktop
agent via CCT
CCAD
(29373)
LAN
HTTPS/HTTP
Customer
(1972) Firewall
for reporting (Optional)
Enterprise
LAN / WAN
Nortel Server Subnet
(Managed Ethernet Switch – for Routing
example, BPS 2000, Baystack 450, Switch
and so on)
13
Getting started Standard 4.01
Network components
Server components
The Contact Center Multimedia/Outbound server resides on the Nortel CLAN
subnet and gathers information about agents, skillsets, and route points from
Contact Center Manager Administration. Administrators can configure the
Multimedia and Outbound settings based on the information. In turn, the
additional settings, such as the outbound scheduler or the e-mail rule settings are
called by Contact Center Manager Administration and used for routing contacts
to the correct agents.
Client machines
From a client, an agent can type a URL into a web browser to pull the Contact
Center Agent Desktop application from the Contact Center Multimedia server to
their desktop. The agent uses the Contact Center Agent Desktop to handle the
following types of contacts: inbound voice, outbound voice, e-mail, and web
communications.
From any client machine running the Contact Center Manager Administration
web client, supervisors or administrators can open the Outbound Campaign
Management Tool to create outbound campaigns and load them onto the Contact
Center Multimedia server for execution.
HDX Application
Server
Call Server
ELAN subnet
DHCP External
Media Server Web Server
Customer LAN
CallPilot
Gateway CallPilot Web Server OTM
Signaling CCMS CCMA NCC CCMM CCT
Server
POP3/SMTP
DNS Mail Server
VGMC
VGMC
VGMC
Routing Firewall
Switch (Optional) Enterprise
LAN / WAN
Contact Center portfolio
Modem
Remote-Support
Remote-Agent
15
Getting started Standard 4.01
This section describes the skills and knowledge you need to use this guide
effectively.
Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel web site (www.nortel.com).
This section explains how to get help for Nortel products and services.
Latest software The Nortel page for Contact Center located at http://
www.nortel.com/espl.
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software, documentation, and product bulletins
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
sign up for automatic notification of new software and documentation for
Nortel equipment
open and manage technical support cases
Outside North America, go to the following web site to obtain the phone number
for your region:
http://www.nortel.com/callus
http://www.nortel.com/erc
Server components
In this chapter
Overview 22
Server hardware requirements 23
Disk partitioning requirements 29
Website Integration 29
Server port usage 33
Optional servers 34
Domains and Windows Server 2003 security policies 35
Security 36
Overview
This server runs Microsoft Windows Server 2003 Software Standard edition or
Enterprise Edition. Other versions of Windows Server 2003 are not supported.
You must install the server as US English. You cannot install it as a different
language version and then change the locale to US English. Not adhering to this
direction can cause database inconsistencies.
ATTENTION
A detailed analysis of your contact center capacity
requirements should always be carried out using the Capacity
Tool before you decide on the exact specification of your
chosen server in terms of CPU speed, RAM size, disk space,
and so on.
The Capacity Tool (CapTool) is a software utility you
download from the Partner Information Center website
(www.nortel.com/pic).
The tool is in the following location:
Products > Technical Documentation > Contact Center
Manager Server > Tools.
The following table lists the hardware requirements for the Contact Center
Multimedia/Outbound server:
Hard disk one physical drive Two separate Separate physical disks
drives physical drives: one provide reliable and easy
for the operating recovery in case of disk
system, Contact failure.
Center Multimedia/ A RAID-1 implementation
Outbound covers this requirement.
application, database
software, and
attachments, and the
second physical drive
for the database
partition.
Hard disk See “Disk partitioning requirements” on page 29 for this information.
partitioning
Hard disk type IDE, SCSI or SATA SCSI or SATA A SAN (Storage Area
Network) configuration is
not supported.
Serial ports one serial port (for one serial port (for Additional serial port are
modem access) modem access) required if you wish to use
a serial UPS. If you
configure additional
hardware on your server,
such as COM ports 3 and 4,
ensure that the hardware is
configured correctly (for
instance, ensure that IRQs
do not conflict with existing
IRQs). Further
troubleshooting and
hardware diagnostics are
the responsibility of the
hardware vendor.
Video card one video card and video card and 800 x 600 pixels minimum
monitor monitor resolution
Backup/ Backup system for Backup system for For the tape drive option,
Restore database backup can database backup can the drive must be large
be either tape drive be either tape drive enough to hold all the
or networked share or networked share backup data for the
complete database on a
single backup tape.
Hardware compression
techniques can be used if
necessary
All hardware devices must be on the Microsoft Hardware Compatibility List for
Windows 2003 Server. For a complete list of compatible hardware devices, see
the Microsoft Web site (www.microsoft.com).
The IDE/SCSI Hard drive must be partitioned for the Multimedia server as
follows:
Drive C contains the operating system software and must be greater than
12 GB. Nortel recommends that this drive be 16 GB.
Windows 2003 defaults swap spaces to 1.5 times system RAM. This requires a
12 GB or greater operating system partition for the required RAM configuration
of 2 GB for a live system.
Drive D contains the Multimedia server software and must be greater than
8 GB. Nortel recommends that this drive be 16 GB.
Drive F contains the Multimedia database and attachments, and must be
greater than 20 GB. Nortel recommends that this drive be 32 GB.
The partitions are not hard coded, but are chosen by a technician during
installation.
Website Integration
If you use the Web Communications Manager component of Contact Center
Multimedia, then your network requires a separate web server for server
communications and customer information.
The server must meet the requirements for Microsoft Windows, Red Hat Linux
9.0 or later, or Microsoft Windows 2003. Use the requirements outlined for
supporting Apache/Tomcat on Windows and Linux, or support for IIS/JRUN on
Windows 2003.
For Microsoft Windows and Red Hat Linux machines, you must have the latest
versions the following applications:
Java Developer Kit (j2sdk-1_4_1_06-linux-i586-rpm.bin or later) from
java.sun.com
Tomcat (jakarta-tomcat-4.1.29.tar.gz or later) from jakarta.apache.org
Apache2 (apache2-2.0.47-1.7.2.i386.rpm or later) from jakarta.apache.org
For Microsoft Windows 2003, you must have the latest versions of the following
software:
IIS/
JRUN servlette engine
If your server has Windows NT or Windows 2000 installed, do not upgrade from
Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the
drive partitions and reformat the hard drives on the server. Then perform a new
installation of Windows Server 2003 Enterprise or Standard Edition on the
server. This eliminates the possibility of carrying over incorrect settings from the
previous installation.
ATTENTION
You must install the Contact Center Multimedia/Outbound
components on a US-English version of Windows Server
2003 Enterprise Edition or Windows Server 2003 Standard
Edition. If you install the server as a non-US English
Windows Server, and then change the locale to US-English,
you can encounter operational issues.
For the purpose of this guide, all references to Windows Server 2003 Enterprise
Edition apply to Windows Server 2003 Standard Edition, unless it is explicitly
stated otherwise.
Preinstallation check
Before the installation begins, a check is made to ensure that the following
software is installed on the system:
Java Runtime Environment - Release 1.5.0
You must ensure that you do not have the automatic update option selected.
Contact Center Multimedia requres JRE 1.5.0 with no subversions.
If any of these checks fail, the installation is cancelled and you are notified of the
problem.
pcAnywhere
Nortel requires that pcAnywhere 11.5 be installed on the server to provide
Contact Center Multimedia/Outbound server support through a dial-in modem.
The pcAnywhere software is included on the Contact Center Release 6.0 DVD.
Optional servers
This section describes optional servers that can be used with Contact Center
Multimedia/Outbound.
E-mail
If you use the E-mail Manager component of Contact Center Multimedia/
Outbound, then your network requires a POP3- and SMTP-compliant e-mail
server. The e-mail server must be configured with mailboxes that receive e-mail
messages routed by Contact Center.
Use the requirements specified by the e-mail server software vendor to configure
the POP3 and SMTP settings.
Standby server
The Standby server is an optional licensed component that shadows the
Multimedia database.
The hardware, disk partitioning, software, and port usage requirements are the
same for the Standby server as for the Contact Center Multimedia/Outbound
server.
Security
Server Security
Server security is achieved through the following means:
Microsoft security updates are applied on a timely basis.
Administrative access to the database containing the CTI data store is
limited to specific administrative Windows user accounts.
All services providing a network interface (such as the CTI service
provider) are run using either the Windows Network Service account or
another privileged account. The Windows Network Service account is a
built-in account with a security context that provides the least privileges
required to run a typical network service.
All non-essential network services are disabled.
Network Security
Network security is handled differently depending on the interface in question,
as described in the following table:
CTI API The secure TCP transport layer described in the .NET
Framework section provides network security for the CTI API
interface.
In this chapter
Overview 40
Installing Windows Server 2003 41
Configuring Windows Server 2003 48
Installing the Windows Server 2003 language pack 54
Verifying Internet Information Services (IIS) 55
Overview
This chapter describes the process to install, configure, and verify the correct
parameters for the Windows Server 2003 installation.
You must install and configure Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition correctly to install Contact Center
Multimedia.
You should also ensure that you install the latest Windows Server 2003 service
pack that is validated with Contact Center Multimedia server. You can obtain
this information from the Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List at www.nortel.com.
If you have installed, configured, and verified Windows Server 2003 Enterprise
Edition or Windows Server 2003 Standard Edition, proceed to “Installing the
Windows Server 2003 language pack” on page 54.
CAUTION
Step Details ✔
1 Obtain the Either Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition. You also require
2003 Enterprise boot disks.
Edition or Other versions of the Windows Server 2003 Enterprise
Windows Server Edition or Windows Server 2003 Standard Edition
2003 Standard operating system software, such as Windows Server 2003
Edition CD- Web Edition or Windows Server 2003 Datacenter Server,
ROM. are not supported.
Step Details ✔
3 Complete the Use the following guidelines in this table to complete the
Windows Server Windows Server 2003 Enterprise Edition or Windows
2003 Enterprise Server 2003 Standard Edition Setup wizard.
Edition or
Windows Server
2003 Standard
Edition Setup
wizard.
Licensing Nortel recommends that you use the Per server licensing
Modes window mode, and that you have a minimum of five concurrent
connections. This is the default.
Step Details ✔
Windows Do not make changes to additional components.
Server
Components
window
Date and Time Complete this window as required for your site. Ensure the
Settings correct time zone is set for the server.
window
Step Details ✔
4 Log on to Once the Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition Setup wizard
2003 Enterprise completes the installation of the operating system, you must
Edition or configure the operating system before installing the Contact
Windows Server Center Multimedia server. Remove the boot disk or CD-
2003 Standard ROM.
Edition. When logging on to Windows Server 2003 Enterprise
Edition or Windows Server 2003 Standard Edition for the
first time, the Windows Server 2003 Enterprise Edition or
Windows Server 2003 Standard Edition Configure Your
Server wizard appears. This wizard is not necessary for the
Contact Center Multimedia server functionality. Click
Cancel to end the wizard.
TIP:
1 Select I will configure this server later.
2 Click Next.
3 Uncheck Show this screen on startup.
4 Close the window to save your changes.
Step Details ✔
5 Install the IIS You must install Internet Information Services (IIS) and
service. configure the IIS ASP.NET and Active Server Pages (ASP).
1 From the Start menu, select Control Panel > Add/
Remove Programs.
2 Click Add/Remove Windows Components.
3 Check the box next to Application Server, click
Application Server, and then click Details.
4 Check the box next to ASP.NET.
5 Check the box next to Internet Information Services
(IIS).
6 Click Internet Information Services (IIS) and then
click Details.
7 Check the box next to World Wide Web Service, select
World Wide Web Service and then click Details.
8 Click OK to close the World Wide Web Service
window.
9 Click OK to close the Internet Information Services
window.
10 Click OK to close the Application Server window.
11 Click Next in the Windows Components Wizard.
12 If required, insert the Microsoft Windows Server 2003
CD-ROM into the drive, and then click OK.
13 Click Finish.
14 Close the Add/Remove programs window.
Step Details ✔
6 Check the Verify that the virtual memory on the server is RAM size
virtual memory times 1.5. Set both the initial and maximum size to this
settings. value. If the virtual memory is smaller, increase it to this
amount. Ensure the paging file is on drive C.
TIP:
1 From the Start menu, choose Control Panel.
2 Double-click System.
3 On the General tab, take note of the server RAM size.
4 Click the Advanced tab, and then in the Performance
box, click Settings to view and make changes to the
virtual memory settings.
5 Restart the server if prompted.
The maximum paging file size per volume is 4096 MB. If
you require more space, you can distribute your paging files
across several volumes. Alternatively, you can create
paging files in separate folders on the same volume. For
more information, see Article number Q237740 in the
Microsoft Knowledge Base.
8 Install the Install the latest Windows Server 2003 Enterprise Edition or
Windows Server Windows Server 2003 Standard Edition service pack that is
2003 Enterprise validated with the Contact Center Multimedia server. You
Edition or can obtain this information from the Service Packs and
Windows Server Security Hotfixes Compatibility List available on the
2003 Standard Partner Information Center web site (www.nortel.com).
Edition service
pack.
Step Details ✔
1 Change the To ensure server security, change the default Administrator
administrator password for Windows as soon as possible to prevent
password. computer viruses.
TIP:
Press Ctrl+Alt+Delete, and then click Change Password.
2 Check the Nortel recommends that you use the Per server licensing
licensing mode. mode, and that you have a minimum of five concurrent
connections. This is the default setting.
TIP:
1 From the Start menu, choose Control Panel.
2 Double-click Licensing to view and change the
licensing mode.
Step Details ✔
3 Format the drive To format a disk partition:
partitions. 1 Open My Computer, and then click the disk you want
to format.
2 On the File menu, point to the name of the drive, and
then click Format.
3 Specify the following options:
• Capacity
• File system
• Allocation unit size
• Volume label
• Quick Format
• Enable Compression (NTFS only)
• Create an MS-DOS startup disk
4 Click Start.
Step Details ✔
4 Change drive Change your drive letters if required. If you server uses the
letters if drive letters C, D, or F for other purposes, such as a DVD-
required. ROM drive, you must rename the drives so that your
partitions are using the drive letters C, D, and F.
To change a drive letter:
1 Click Start > Settings > Control Panel >
Administrative tools > Computer Management.
2 In the console tree, click Computer Management
(Local) > Storage > Disk Management.
3 Right-click a partition, logical drive, or volume, and then
click Change Drive Letter and Paths.
4 Do one of the following:
• To assign a drive letter, click Add, select the drive letter
you want to use, and then click OK.
• To modify a drive letter, select the drive letter, click
Change, select the drive letter you want to use, and
then click OK.
• To remove a drive letter, select the drive letter, and then
click Remove.
You must be logged on as an administrator or a member of
the Administrators group in order to complete this
procedure. If your computer is connected to a network,
network policy settings might also prevent you from
completing this procedure.
A server can use up to 26 drive letters. Drive letters A and B
are reserved for floppy disk drives, but you can assign these
letters to removable drives if the computer does not have a
floppy disk drive. Drive letters C through Z are assigned to
hard disk drives in the computer, while mapped network
drives are assigned drive letters in reverse order (Z through
B).
You cannot change the drive letter of the system volume or
boot volume.
Step Details ✔
Change drive An error message may appear when you attempt to assign a
letters if required. letter to a volume, CD-ROM drive, or other removable
(continued) media device, possibly because it is in use by a program in
the system. If this happens, close the program accessing the
volume or drive, and then click the Change Drive Letter and
Paths command again.
5 Verify that the Ensure that Internet Information Services (IIS) is installed
IIS service is and the IIS ASP.NET and Active Server Pages (ASP) are
installed. configured. If it is not done, do so now.
1 From the Start menu, select Control Panel > Add/
Remove Programs.
2 Click Add/Remove Windows Components.
3 Check the box next to Application Server, click
Application Server, and then click Details.
4 Check the box next to ASP.NET.
5 Check the box next to Internet Information Services
(IIS).
6 Click Internet Information Services (IIS) and then
click Details.
7 Check the box next to World Wide Web Service, select
World Wide Web Service and then click Details.
8 Check the box next to Active Server Pages, and then
click OK.
9 Click OK to close the World Wide Web Service
window.
10 Click OK to close the Internet Information Services
window.
11 Click OK to close the Application Server window.
12 Click Next in the Add/Remove Programs window.
13 If required, insert the Windows Server 2003 CD-ROM
into the drive, and then click OK.
14 Click Finish.
Step Details ✔
6 Set the date and Set the server date and time to help with analysis of system
time. events that occur in the event logs during installation.
TIP:
1 From the Start menu, choose Control Panel.
2 Double-click Date/Time to view and change these
settings.
7 Set the time Ensure the correct time zone is set for the server.
zone for the
server.
8 Check the Ensure that the computer name for your server is entered
computer name. correctly. The name must be 6–15 characters in length. First
character must be alphabetical. Letters, numbers and
hyphens are allowed. No underscores, or spaces are
allowed. Name must be unique on the network.
TIP:
1 From the Start menu, choose Control Panel.
2 Double-click System, and then click the Network
Identification tab.
3 To make changes, click Properties.
9 Check the Ensure that the workgroup name for your server is entered
workgroup correctly.
name. Your server must be part of a workgroup or a domain.
Your server is a stand-alone server with static IP
addresses.
TIP:
1 From the Start menu, choose Control Panel >
System.
2 Click the Computer Name tab.
3 To make changes, click Change.
Step Details ✔
10Install additional If your server requires additional drivers for your hardware
drivers. configuration, install them.
11Add or remove If you are configuring Windows Server 2003 Release 2, you
programs must ensure that the optional features are not installed:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based Applications (SUA)
Windows Share Point Services
If these components are installed, uninstall them before
beginning to install Communication Control Toolkit.
You must install the Windows Server 2003 Language Pack to read some e-mail
attachments. Use the following steps to install the Language Pack.
1 Click Start > Control Panel > Regional and Language Options.
2 Click the Languages tab.
3 Mark the following options:
Install files for complex script and right-to-left languages (including Thai)
Install files for East Asian languages
Tip: Ensure that you have enough drive space for each option and click
OK.
4 Click the Advanced tab.
5 Check all of the Code Page conversion table options.
6 Click Apply.
7 Click OK.
Result: If you are prompted to insert your Windows Server CD, insert the
Windows Server 2003 CD-ROM into the CD-ROM drive.
8 Reboot your server, if required.
The Internet Information Services (IIS) version 6.0 must be installed and the
Active Server Pages (ASP) must be configured to run the Contact Center
Multimedia client applications: the Contact Center Agent Desktop, and the
Outbound Campaign Management Tool.
If the Internet Information Services is not installed, or the Active Server Pages
(ASP) are not configured, you must install the IIS and configure the ASP. For
more information, see the Operating System Installation in “Installing Windows
Server 2003” on page 41.
In this chapter
Overview 58
Connecting the server to the LAN 59
Connecting a modem 60
Overview
You must ensure that the Contact Center Multimedia/Outbound server is on the
LAN with the other Contact Center servers.
1 Locate the slot assigned to the network interface card for the server.
2 Plug on end of the ethernet cable into the Ethernet hub.
3 Connect the ethernet cable from the network interface card in the server.\
4 Plug in the power cord for the hub.
Connecting a modem
Either an external Serial Port or USB modem provides connectivity for technical
support personnel.
1 Connect the USB modem to the Server USB port with the cable supplied.
2 Connect the USB modem to the analog phone line port.
Result: Windows should detect the new hardware and start the Found New
Hardware Wizard.
3 Insert the CD supplied with the modem into the CD-ROM drive.
4 Ignore the Auto-Run USB application software (language selection window)
for now.
5 Follow the Windows Found New Hardware Wizard to navigate to the USB
driver on the CD.
6 Install the modem driver and finish the Wizard.
7 Remove and re-insert the CD.
8 The Auto-Run USB application software on the CD runs again. Follow the
instructions to install the software tool that automatically configures the
modem.
Result: The modem should now be operational.
In this chapter
Overview 64
Installing third-party applications 65
Overview
This chapter describes the optional components and guidelines for installing
optional components on the Contact Center Multimedia/Outbound server.
If the utility has its own database, it must not impact the Contact Center
application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper,
and so on) used to reclaim memory that is unused by Microsoft should not
be used.
The installation or uninstallation of the third-party software must not
impact or conflict with the Contact Center application (for example, it must
not cause DLL conflicts). If such conflicts are discovered, a rebuild of the
server may be necessary.
The implementation personnel must perform tests to ensure these
conditions and recommendations are met prior to putting the Contact
Center application into production. Nortel support personnel can ask for the
results of the testing during fault diagnosis. As part of the fault diagnosis
process, the distributor or end-user may be asked to remove third-party
software.
Nortel does not provide support on the configuration of anti-virus software, but
will endeavour to offer guidance where possible. Questions or problems on anti-
virus software should be directed to the appropriate vendor.
In this chapter
Overview 70
Ensuring the computer name and DNS host name match 71
Name resolution in the Contact Center environment 75
Adding a server to an existing domain 76
Overview
This chapter describes the Windows configuration steps that you can complete to
configure your new Windows 2003 server machine to fit in with the contact
center:
Ensuring the computer name and DNS host name match
Configuring name resolution
Name resolution in the Contact Center environment
You must ensure your server’s computer name and DNS host name match
exactly, including uppercase and lowercase letters. If these names do not match,
you cannot install the Contact Center Multimedia server software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. Windows uses your entry to set both the computer name and the DNS
host name. However, once the operating system installation is complete, you
may find that Windows has set the DNS host name in uppercase letters as you
entered it, but that the computer name is set in all lowercase letters. Use the
following procedures to check the names and, if necessary, change them.
4 Write down the Full computer name exactly as it appears, including case.
Ignore the period at the end of the Full computer name.
5 Click Change.
Result: The Computer Name Changes window appears.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name window appears.
7 Compare the NetBIOS computer name on this window with the Full
computer name that you wrote to determine whether the names match
exactly.
8 Do one of the following:
z If the names match, close the windows you opened and continue with
the configuration of the server.
z If the names do not match, continue with updating the computer name.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 1, and then click OK.
If the only difference between the two names is the case (uppercase or
lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:
a. Type any character at the end of the Computer name to enable the OK
button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
Result: The System Properties window appears.
d. Click Change.
e. Delete the character at the end of the Computer name.
f. Click OK.
Result: The system prompts you to restart.
4 Click OK.
5 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
6 Click Yes.
7 When the system has restarted, log on to the server as Administrator.
Name resolution within your network must be functioning correctly. All Contact
Center applications make use of name resolution to function correctly.
The Multimedia server must be able to resolve the following machine names:
All Contact Center Agent Desktop computer names.
The Contact Center Manager server computer name.
The Communications Control Toolkit server computer name.
The Contact Center Manager Administrator server computer name
Name resolution is also a 2-way process. The machines listed above should be
able to resolve the Multimedia server name.
This section describes how to add your Contact Center Multimedia server to an
existing domain. You must have domain administrator privileges, or ask the
domain administrator to assign you a domain user account for remote access.
You must provide the Fully Qualified Domain Name of the domain, which
includes the prefix and suffix.
6 Click OK. When the system has processed your change successfully, it
notifies you that the server now belongs to the domain that you specified.
7 Restart the server when prompted to do so.
You are now ready to install Contact Center Multimedia on the server. For
information about installing and upgrading Contact Center Multimedia server,
refer to the Nortel Contact Center Multimedia Installation and Maintenance
Guide.
A I
accessing web services port 33 installation
administrator description 12 checking requirements 31
Agent Desktop description 12 time required 9
applying server security 36 installing
external modem 60
language pack 54
C pcAnywhere 11.5 32
USB modem 60
Cache database 11
campaigns definition 11
CCMA server interaction 14
CCT server ports 33
J
checking installation requirements 31 JRE 1.5.0 31
client machine requirements 14
components on the Multimedia/Outbound
server 11
computer name matching 71
K
configuring Multimedia server 35 knowledge required 16
D L
database language pack 54
about Cache 11
partition 29
disk partitions 29 M
DNS host name matching 71
documents in Contact Center 17 Microsoft .Net Framework 32
domain for Multimedia server 35 migration utility description 12
Multimedia components 11
Multimedia database 11
Multimedia server
E domains 35
E-mail Manager description 11 ports required 33
E-mail server ports 33 workgroups 35
N T
network security 36 time for installation 9
O U
OCMT description 11 USB modem installation 60
operating system 31
operating system requirements 40
outbound campaigns definition 11 W
Windows domains 35
P Windows workgroups 35
workgroups for Multimedia server 35
partition for database 29
partitions on disk 29
pcAnywhere 11.5 32
ports 33
R
receiving e-mail ports 33
redundancy server requirements 34
related documents 17
Remote access ports 33
required experience 16
requirements
client machines 14
operating system 40
S
security
network 36
sending e-mail port 33
server interaction 14
server operating system 40
server support 32
servers
e-mail 34
redundancy 34
Occupation: Phone:
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 PBX and Contact
Center Multimedia is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.