Planning and Engineering

297-2183-934
Nortel Contact Center Manager

Planning and Engineering Guide
Product release 6.0 Standard 11.12 January 2008

Publication number: 297-2183-934

Product release: 6.0
Document release: Standard 11.12
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. 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
1 Getting started 13
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Part 1 Introduction 35
2 Contact center architecture 37

CapTool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Contact Center Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
SIP Contact Center components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contact Center Multimedia components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Communication Control Toolkit components . . . . . . . . . . . . . . . . . . . . . . . . 63
Data network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Contact center external (software) interfaces . . . . . . . . . . . . . . . . . . . . . . . . . 73
3 General information 81
Product compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Server start order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Telephone switches supported by Contact Center Manager. . . . . . . . . . . . . . 89
Co-resident applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
4 Install Contact Center 99

Installation order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Planning and Engineering Guide v

Contents Standard 11.12
5 Licensing 119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
6 Upgrade to Contact Center Manager 137

Upgrade and migration planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Upgrade to Contact Center Manager Server 6.0. . . . . . . . . . . . . . . . . . . . . . 156
Upgrade to Contact Center Manager Administration 6.0 . . . . . . . . . . . . . . . 165
Upgrade to Contact Center Multimedia 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . 172
Upgrade to Communication Control Toolkit 6.0 . . . . . . . . . . . . . . . . . . . . . 175
7 LinkPlexer general information 181

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Network architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Considerations and limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Application Continuity Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
X.25 versus TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Capacity engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Part 2 Server and operating system requirements 203
8 General requirements 205

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Server naming requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Third-party software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Operating system updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
vi Contact Center Manager

January 2008 Contents
9 Contact Center Manager Server 217

Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
10 Contact Center Manager Administration 235

Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Platform compliance check utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
11 Contact Center Multimedia—Outbound, E-mail and Web

communications 253
Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
12 Communication Control Toolkit 273

13 Co-residency 283
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Preinstallation compliancy check utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Planning and Engineering Guide vii

14 SIP-enabled Contact Center 299

General requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
15 LinkPlexer 6.0 317

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
16 Replication Server (Standby Server) 327

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Part 3 Engineer Contact Center components 339
17 Engineer Contact Center Manager Server 341

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Hardware configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Call load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
MLS and HDX performance impact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . 358
Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Replication Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
18 Engineer Contact Center Manager Administration 365

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
viii Contact Center Manager

Contact Center Manager Administration performance. . . . . . . . . . . . . . . . . 370

Contact Center Manager Client performance . . . . . . . . . . . . . . . . . . . . . . . . 376
Minimizing CPU load. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
19 Engineer Contact Center Multimedia 379

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Contact Center Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Contact Center Multimedia hardware requirements. . . . . . . . . . . . . . . . . . . 385
Windows networking requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
System network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Calculating disk storage requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Integrating the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
20 Engineer Communication Control Toolkit 399

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . 406
Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . 411
Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Communication Control Toolkit and ICM configuration. . . . . . . . . . . . . . . 415
21 Engineer a replication server 419

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
How Contact Center Standby Server works . . . . . . . . . . . . . . . . . . . . . . . . . 424
Agent status during a switchover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Initializing the Standby Server database. . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Switchover options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
Stable Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
22 Engineer a co-resident server 437

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Supported co-resident configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . 449
Limitations of a co-resident server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
Planning and Engineering Guide ix

23 Engineer SIP 457

SIP installation and configuration order . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
SIP Contact Center Manager Server architecture . . . . . . . . . . . . . . . . . . . . . 461
Call Flow Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
Capacity estimation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471
24 Engineer the telephony switch 473

Section A: Engineer the Communication Server 1000/M1 PBX
telephone switch 475
Communication Server 1000/M1 telephone switch requirements . . . . . . . . 476
Communication Server 1000/M1 telephone switch capacity . . . . . . . . . . . . 480
Supported phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Section B: Engineer the Communication Server 2x00/DMS
telephone switch 491
Communication Server 2X00/DMS
Communication Control Toolkit— ICM link. . . . . . . . . . . . . . . . . . . . . . . . 492
Communication Server 2x00/DMS telephone switch requirements. . . . . . . 494
Communication Server 2x00/DMS telephone switch capacity . . . . . . . . . . 496
Impact of ICM traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
LinkPlexer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Section C: Configure Communication Server 1000/M1 PBX 503
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Configure the ELAN subnet (knowledge worker environment) . . . . . . . . . 505
Configure CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
Configure Communication Control Toolkit phones . . . . . . . . . . . . . . . . . . . 513
25 Engineer the data network 515

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . 519
Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
26 Engineer the Communication Server 1000 voice

processing system 535
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
x Contact Center Manager

ACCESS requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538

Contact Center Voice Services on CallPilot requirements . . . . . . . . . . . . . . 539
Contact Center Voice Services on Meridian Mail requirements . . . . . . . . . 541
27 Engineer Contact Center Manager for multimedia 547

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Contact Center Manager requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
Engineer the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Engineer the telephone switch for multimedia . . . . . . . . . . . . . . . . . . . . . . . 555
Engineer Outbound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
28 Communication Control Toolkit supported functions and

events 563
Supported functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Supported functionality for IPML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
Part 4 Remote support 577
29 Remote support with a VPN 579

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Guidelines for the Remote Support VPN . . . . . . . . . . . . . . . . . . . . . . . . . . 582
VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Part 5 Appendixes 585
A Product limits 587

Product limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
B SIP general information 595

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
SIP building blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
C Telephone switch feature comparison 599

Differences between telephone switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
Planning and Engineering Guide xi

D Standard call models 609

Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610
E IP Multicast Networking 615

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
Multicast sending and receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
Implementing IP multicasting for Contact Center Manager. . . . . . . . . . . . . 627
Configuring multicast with two network interface cards . . . . . . . . . . . . . . . 630
F Calculating Equivalent Basic Calls 637

Equivalent Basic Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638
G Telephony calculations 641

Using Erlang B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642
643
Index 683
xii Contact Center Manager

Chapter 1
Getting started
In this chapter
New in this release 14
Overview 23
About this guide 24
How to use this guide 25
Skills you need 27
Related documents 28
How to get help 32
Planning and Engineering Guide 13

Getting started Standard 11.12
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Planning and Engineering Guide (297-2183-934) for release 11.12.
“Features” on page 14
“Other changes” on page 20
Features
See the following sections for information about feature changes:
“Support for Windows Server 2003 Release 2” on page 15
“Contact Center portfolio rebranding” on page 15
“Classic Client not available” on page 15
“Updated Contact Manager Administration features” on page 15
“Contact Center Server Utility” on page 16
“Default ACD Queue Management” on page 17
“Increase in configured agents” on page 17
“Increase in call variables” on page 17
“Increase in skillsets per agent” on page 17
“Reporting” on page 17
“Configuration improvements” on page 18
“Scripting improvements” on page 19
“GIVE IVR” on page 19
“Simplified installation for Contact Center Multimedia” on page 19
“Unified reporting and administration” on page 20
“Improved agent interaction” on page 20
“Increase in number of contacts handled” on page 20
“Storage capacity” on page 20
14 Contact Center Manager

January 2008 Getting started
Support for Windows Server 2003 Release 2

Contact Center 6.0 now supports Windows Server 2003 Release 2. This affects
the following sections:
“Operating system requirements” on page 226 for Contact Center Manager
Server
“Operating system requirements” on page 245 for Contact Center Manager
Administration
“Operating system requirements” on page 268 for Contact Center
Multimedia
“Operating system requirements” on page 281 for Communication Control
Toolkit
“Operating system requirements” on page 294 for co-resident
configurations
“Operating system requirements” on page 312 for SIP
“Operating system requirements” on page 323 for LinkPlexer
“Operating system requirements” on page 336 for Standby Server
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
only available 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, include/exclude

non-staffed skillsets, select filters for real-time displays, and configure
colors for tabular displays where threshold level values are less than one
(1).
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/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
coreside with the Contact Center Manager Server. In a network, the Contact
Center Server Utility can coreside with the Network Control Center Server.

Default ACD Queue Management

A contact center administrator can assign a default ACD Queue to an agent
using the Contact Center Manager Administrator. 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.
Note: 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 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.
“Update to Differences between telephone switches table” on page 21
“Update to server and operating system requirements for Contact Center
Manager Server” on page 21
“Update to Engineering a Replication Server chapter” on page 21
“Updated LinkPlexer chapters” on page 21
“Update to Give Controlled Broadcast requirements” on page 22
“Hyperthreading support” on page 22

Update to Differences between telephone switches table

The Differences between telephone switches table is updated to include
information on the completion of transfer while far end is ringing (including
blind transfers).
This changes applies to Appendix C.
Update to server and operating system requirements for Contact

Center Manager Server
In disk partition information for Contact Center Manager Server and co-resident
systems, a new note was added to the disk partition information. It is possible to
locate the C drive, D drive, and database partitions on the same hard disk.
In hardware requirements for Contact Center Manager Server and co-resident

systems, the floppy disk is now listed as optional.
Update to Engineering a Replication Server chapter

Description of Automatic switchover is changed to indicate that Nortel
recommends you use the manual switchover option for a Campus Redundancy
configuration.
Updated LinkPlexer chapters

The LinKplexer information in “LinkPlexer general information” on page 181
and “LinkPlexer 6.0” on page 317 is updated to match information in the Nortel
LinkPlexer Installation and Configuration Guide.
Updates include:
co-residency information
supported configurations for X.25
supported modems for X.25
TCP/IP requirements
X.25 requirements
ICM (IP) and X.25 capacity engineering specifications

Update to Give Controlled Broadcast requirements

On a CS 1000E switch, Give Controlled Broadcast requires additional media
card ports in the MG 1000E hosting the CallPilot server or MGate cards. For
more information, see the Nortel Contact Center Communication Server 1000/
Meridian 1 and Voice Processing Guide.
This change applies to Chapter 2, “Contact center architecture”.
Hyperthreading support
Dual- and quad-CPU machines are supported with or without Hyperthreading
enabled. This applies to all Contact Center 6.0 servers.

Overview
Nortel presents Contact Center Manager. This product provides a 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.
Some advantages of Contact Center Manager are:

complete call control and reporting
application flexibility
state-of-the art user interface
industry standard client-server architecture
open interfaces: database, real-time statistics, host routing, and Meridian
Link Services (MLS)
comprehensive networking through public and private networks
leveraged PBX switching reliability and client-server processing power

About this guide
The Contact Center Manager Planning and Engineering Guide describes how to
determine the engineering requirements of the Contact Center Manager
products, including:
Contact Center Manager Server
Network Control Center
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
co-resident configurations
SIP-enabled contact center
LinkPlexer
Replication Server
The content of this guide is identical to Server and Operating Systems

Requirements part in the Contact Center - Manager Planning and Engineering
Guide. This separate guide is created for easy reference when determining
contact center requirements.
For information about using or administering other tools and features of Contact
Center Manager, see the appropriate document. To find out which document you
need, see “Related documents” on page 28.
Who should read this guide

This guide is intended for the following readers:
system designers who are responsible for planning and provisioning
Contact Center Manager products
technical support staff
administrators who are responsible for day-to-day management of Contact
Center Manager products and network engineering staff

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

planning a contact center
engineering contact center components
This guide includes a detailed table of contents and an index to help you find
specific information or procedures related to planning and engineering a contact
center. The “Where to start in this guide” section focuses only on the most
common tasks. If the task you want to perform is not listed, use the table of
contents or index to find the information you need.
Where to start in this guide

The following table describes where to start for common procedures.
If you want to do this Start here
Review Contact Center architecture Chapter 2, “Contact center

architecture.”
Install Contact Center Chapter 4, “Install Contact Center.”

Upgrade to Contact Center Manager Chapter 6, “Upgrade to Contact Center
Manager.”
Find out hardware requirements for Chapter 8, “Hardware requirements.”

Contact Center components
Find out third-party software Chapter 8, “Third-party software

requirements for Contact Center requirements.”
components
Engineer SIP-enabled Contact Center Chapter 23, “Engineer SIP.”
Engineer the data network Chapter 25, “Engineer the data

network.”

If you want to do this Start here
Engineer the voice processing system Chapter 26, “Engineer the

Communication Server 1000 voice
processing system.”
Engineer the e-mail server Chapter 27, “Engineer Contact Center

Manager for multimedia.”
Set up remote support Chapter 29, “Remote support with a
VPN.”
Review product limits Appendix A, “Product limits.”

Skills you need
To successfully engineer a contact center, you must be familiar with:

contact center operations and metrics
Contact Center Manager applications and products
computer, networking, and measuring traffic-engineering performance
telephony concepts and switching platforms for the enterprise
database concepts
Internet and e-mail concepts and protocols
Microsoft Windows and Microsoft Windows networking concepts
your company network configuration
Communication Server 1000/MCS 5100 + Media Application Server
switch
Note: For SIP-enabled Contact Centers only
You need not be an expert in these areas, but you must be familiarity with these
concepts.
In addition, you must have experience running and using Windows applications.

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

Networked contact Nortel Contact Center Manager 297-2183-932

center Network Control Center
Administrator’s 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
Handling contacts Nortel Contact Center Agent Desktop 297-2183-945

User Guide
IPML IPML 2.1 Guide
LinkPlexer LinkPlexer 6.0 Installation and 297-2183-964

Configuration Guide
MLS MLS Application Equipment Module

Installation Guide

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

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

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

The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:
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 Technical 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 Web site below to obtain the phone number for
your region:
http://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:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller

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


part 1
Introduction

Standard 11.12

Chapter 2
Contact center architecture
In this chapter
CapTool 38
Contact Center Manager components 40
SIP Contact Center components 51
Contact Center Multimedia components 58
Communication Control Toolkit components 63
Data network components 72
Contact center external (software) interfaces 73

Contact center architecture Standard 11.12
CapTool
This chapter describes the major components of the Contact Center Manager,
Contact Center Multimedia, and Communication Control Toolkit. This includes
the data-network architecture and the Contact center external (software)
interfaces architecture.
You must ensure that the platform on which you plan to install Communication
Control Toolkit satisfies the capacity requirements of your contact center. To
help you do so, Nortel Networks provides the Capacity Assessment Tool
(CapTool).
The Capacity Assessment Tool (CapTool) is a simple calculator-type Microsoft

Windows application that you can use to determine the hardware and bandwidth
requirements for a given contact center specification of the following
components:
License Manager
Citrix Server
co-resident configurations
CapTool helps you to plan for a new Contact Center Manager system, or to
determine how proposed changes affect an existing system.
After you enter specifications for contact center parameters, CapTool uses
mathematical models to estimate the performance and capacity of the required
components.

January 2008 Contact center architecture
The quality of the results obtained from the tool is directly proportional to the
quality of the input received from the user. To use CapTool effectively, you must
ensure that the input is as accurate as possible.The CapTool is a software utility
you download from the Partner Information Center Web site (www.nortel.com/
pic).
The tool is in the following location:

Home > Technical Support > Contact Center Manager Server > Tools

Contact Center Manager components
Contact Center Manager consists of a number of core components, as shown in

the following illustration. This guide focuses primarily on Contact Center
Manager Server and Contact Center Manager Administration, but, where
appropriate, it provides references to other documentation.
The following illustration shows a contact center that is based on a

Communication Server 1000/Meridian 1 PBX telephone switch in a nodal
environment.
For the differences between this and the contact center for a Communication
Server 2x00/DMS telephone switch, see “Differences between Communication
Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX
architecture,” on page 92.

January 2008
HDX Application
Server
ELAN subnet
DHCP External
Server Web Server
Customer LAN
CallPilot
CallPilot Web Server OTM CCMS CCMA CCMM CCT

POP3/SMTP
DNS Mail Server
Routing Firewall
CS 1000/Meridian Switch (Optional) Enterprise
1 PBX
LAN / WAN
Nortel server subnet

(Managed EtherNet Switched - e.g.,
BPS 2000, Baystack 450, etc.) DMZ
(Optional)
Contivity
1100
TACACS or
RADIUS
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
41

Communication Server 1000/Meridian 1 PBX telephone switch in a
multinode environment.
Server 2x00/DMS telephone switch, see “Differences between Communication
Server 2x00/DMS and Communication Server 1000/Meridian 1 PBX
architecture,” on page 92.
Contact Center Manager Server can coreside with either Contact Center
Manager Administration or both Contact Center Manager Administration and
the Communication Control Toolkit. For more information about co-residency
see, Chapter 3, “Co-resident applications.”

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
43
The following illustration shows a contact center based on a Communication

Server 2x00/DMS telephone switch in a nodal environment.
Server 1000/Meridian 1 PBX telephone switch, see “Differences between
Communication Server 2x00/DMS and Communication Server 1000/Meridian 1
PBX architecture,” on page 92.

January 2008
Third-party

Application
Server
ELAN subnet
DHCP External
Server Web Server
Customer LAN
LinkPlexer X.25 CCMS CCMA CCT IVR
(optional)
POP3/SMTP
(EIU/Compact
Routing Firewall
Switch (Optional)
LAN / WAN
(Managed Ethernet Switch – for
example, BPS 2000, Baystack 450,
DMZ
and so on)
(Optional)
VPN
Router
1100 TACACS or
RADIUS
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
45
The following illustration shows a mixed switch network environment. Here

the main node is a Communication Server 2x00/DMS telephone switch
environment. The upper right node is a Communication Server 1000/Meridian 1
PBX telephone switch environment. The lower right node is a Communication
Server 2x00/DMS telephone switch environment.
Server 1000/Meridian 1 PBX telephone switch, see “Differences between
Communication Server 2x00/DMS and Communication Server 1000/Meridian 1
PBX architecture,” on page 92.
Note that only one Network Control Center server is needed for the entire
environment. For more information about co-residency see, Chapter 3, “Co-
resident applications.”

CS 1000 ELAN
subnet
Media
Gateway Signaling CallPilot CCMS CCMA CCT
Server
January 2008
VGMC
VGMC
VGMC
VPN
Router
1100
Modem
HDX Application

Server
ELAN
LAN
subnet DHCP External
Customer
Server Web Server
X.25 CCMA
LinkPlexer (optional) NCC CCMS IVR CCT
Firewall POP3/SMTP
(EIU/ (Optional)
Compact
LAN /
Nortel server subnet WAN
DMZ
VPN (Optional)
Router
1100 TACACS or
RADIUS
Modem
PST
Internet Firewall
N
Modem
Remote-Support
Remote-Agent
ELAN
subnet
X.25
LinkPlexer (optional) IVR CCMS CCMA CCT
CS 2x00
(EIU/
Compact
Call Agent)

VPN
Router
1100
Modem
47
Telephony components
The telephony component consists of the following elements:
IP phone—A telephone designed specifically for use in a Voice over IP
(VoIP) system by converting standard telephone audio into a digital format
that can be transmitted over the Internet, and by converting incoming digital
phone signals from the Internet to standard telephone audio
Telephone—A device which converts acoustical energy (sound) into
electrical energy for transmission to a distant point.
Telephone switch—An electronic device which opens or closes circuits,
changes operating parameters or selects paths either on a space or time
division basis. The switch directs the flow of electrical or optical signals
from one side to the other. Switches with more than two ports, such as a
LAN switch or PBX, can route traffic.
Hybrid solutions can be deployed for IP telephony configurations.
Contact center server components

The server components consist of the following elements:
Contact Center Manager Server (CCMS)—The core contact center
component, which provides intelligent call routing capability. This
component operates under Windows Server 2003 (Standard Edition or
Enterprise Edition). Windows Server 2003 runs the Contact Center
Manager Server application software.You can use Contact Center Manager
Server to identify each agent’s unique abilities, or skillsets. All calls
arriving at the telephone switch are routed to the agent with the appropriate
skillset. Rules for treating and routing calls can be simple or complex.
Contact Center Manager Administration (CCMA)—A component that
provides browser-based access to the contact center for administrators and
supervisors. This component operates under Windows Server 2003
(Standard Edition or Enterprise Edition) and runs the Contact Center
Manager Administration software.

Network Control Center (NCC) server (optional)—The server in a

Contact Center Manager network that manages the Network Skill-Based
Routing (NSBR) configuration and communication between servers. This
component is required when multiple servers in Contact Center Manager
Server sites are networked and operating as a single distributed contact
center. It runs the Network Control Center software application, which is a
feature of the Contact Center Manager Server application software.
Replication Server and Contact Center Standby Server (optional)—A
component in the Contact Center Manager system that provides additional
redundancy. The Replication server backs up the database on the active
server to the Contact Center Standby server, in real time. If the active server
fails, the Contact Center Standby server can be speedily deployed.
Note: Replication Server is not supported with a co-resident server.
Contact Center Multimedia (CCMM) (optional)—A client/server
contact center application that expands contact center e-mail capabilities to
view, respond to, and track requests over the Internet. Unlike a conventional
e-mail system, which directs e-mail contacts to a single e-mail account,
Contact Center Manager Server directs contacts to a skillset, or group of
qualified agents. The contact is handled by the first available agent in the
skillset. If more than one agent is available, the contact is routed to the
agent with the highest priority for the skillset.
Contact routing lets a contact center measure and control the volume of
traffic from the Internet. Supervisors and administrators can view real-time
displays of contact center activities, as well as run historical reports.
The client component presents the agent with a browser-based graphical
user interface. Agents can use it to respond to customers’ requests over the
telephone, by e-mail, or over the Internet.
Communication Control Toolkit (CCT) (optional)—A client/server
application that helps you implement Computer Telephony Integration for
installed and browser-based client integrations. This application delivers a
single cross-portfolio multiple channel API that facilitates the integration of
contact center, knowledge worker, and self-service solutions with your
client applications.

Host Data Exchange (HDX) application server (optional)—A host

computer running a third-party provider application that receives data (such
as a credit card number) from Contact Center Manager Server and returns
data (such as an account balance) to Contact Center Manager Server.
Contact Center Manager Server supports up to 10 HDX applications.
Contact Center Manager Server installer includes a provider application as
part of the installation. Contact Center Manager Server Utility includes a
provider application as part of the installation.
Contact center client components

Contact Center Manager Client—Client PCs used to administer the
server and to monitor contact center performance using a browser-based
interface. The number of these computers is usually proportional to the
total number of agents in the contact center.
Voice services components

CallPilot/Meridian Mail—Voice mail systems that can be used to provide
front-end IVR or voice services to Contact Center Manager. If they are used
for voice services—either Give IVR or ACCESS (Open/Close Voice
Session, Give Controlled Broadcast, or Collect Digits)—the voice ports on
these voice services platforms must be dedicated. (Contact Center Manager
Server has direct access to them).
CallPilot is an optional component and can only be used in conjunction
with Communication Server 1000/Meridian 1 PBX switches.
On a CS 1000E switch, this feature requires additional media card ports
in the MG 1000E hosting the CallPilot server or MGate cards. For more
information, see the Nortel Contact Center Communication Server
1000/Meridian 1 and Voice Processing Guide.
Communication Server 2x00/DMS does not support voice services or
Meridian Mail.
Interactive Voice Response (IVR)—An application used by telephone
calls to interact with a host computer using prerecorded messages and
prompts. You can use Nortel IVR or third-party IVR systems to provide
front-end IVR to calls before they are handed to Contact Center Manager
Server.

SIP Contact Center components
The following diagrams shows the relationship between the SIP Contact Center
components.
The components in the previous diagram are as follows:

Contact Center Manager Server—SIP-enabled Contact Center Manager
provides the existing range of features such as workflow scripting, agent
and skillset management, agent selection, real time and historical reporting
in a pure SIP environment.
Communication Control Toolkit—Provides the application integration
interface and Development Toolkit to support integration, control and
optionally creation of the Contact Center Agents desktop user interface.
Mandatory in SIP enabled Contact Center to support application specifics
such as Agent Login/Logout, Ready/Not Ready, Activity Code Entry, and
so on.

The Communication Control Toolkit APIs can be leveraged to integrate

these Contact Center agent functions to third-party CRM or customer
defined agent user interface solutions.
License Manager (LM)—Nortel uses a License Manager for the
centralized licensing and control of all Contact Center Suite components
and features across the Contact Center suite.
Multimedia Communications Server 5100 for Enterprise (MCS
5100)—The MCS 5100 SIP Proxy is the application adjunct for
Communication Server 1000 and provides the multimedia applications
overlay for Communication Server 1000 Converged Desktop users.
Application adjunct for Converged Desktop supporting Video, IM and
Presence. MCS 5100 communicates through SIP with Contact Center
Manager Server, with the Communication Server 1000 Signaling Server
component and with the PC Client. MCS 5100 acts as the SIP proxy for all
SIP messaging between Contact Center Manager Server and
Communication Server 1000 and the PCC (with the exception of MAS call
control messages which go direct from Contact Center Manager Server to
MAS).
Nortel Media Application Server (MAS)—The Media Server acts as the
termination and origination point for RTP streams between the customer,
media treatments, and eventually the agent.
For more information about the MAS, refer to the Nortel Media
Application Server Installation and Configuration Guide for Contact
Center 6.0.
CS 1000 is made up of the Call Server and Signaling Server
Communication Server 1000 Call Server (Communication Server 1000
CS)—Communication Server 1000 is the call server which supports the
agent desktop sets, which provide the voice support aspects of
Converged Desktop. The Desktop Set is NOT an ACD set.
Communication Server 1000 Signaling Server (Communication Server
1000 SS)
Communication Server 1000 Network Routing Service
(Communication Server 1000 NRS)

Agent desktop solution

Contact Center Agent Desktop (CCAD)—Nortel provided
CCT-compliant Contact Center Agent Desktop. An non-configurable
smart client solution, it enables SIP Contact Center agents to perform
Contact Center specific functions (Application Specifics such as Agent
Login/Logout, Ready/Not Ready, Activity Code Entry, and so on).
Supported IP phone, such as I2004
Nortel Converged Desktop SIP CTI Controllable solution—The agent

desktop uses the Converged Desktop for Communication Server 1000/MCS
Hosted SIP Contact Center. SIP converged desktop services for CS1000
allows for feature convergence of MCS 5100 and Communication Server
1000. The MCS 5100 acts as an application adjunct and application overlay
to the Communication Server 1000 call server. This allows users and agents
to have access to both the multimedia features on MCS (Video, IM, Web
push, Presence, and so on) and the business grade telephony features on
Communication Server 1000.
The combination of the Converged Desktop Set and the Converged Desktop
PC Client constitute the Nortel Converged Desktop Solution.
The following diagram shows a SIP-based Contact Center environment. For

more information about SIP-based Contact Centers, refer to “Engineer SIP” on
page 457.

54
HDX Application
Server
Call Server
ELAN subnet
DHCP External
Media Customer LAN Server Web Server
Gateway
Signaling CCMS CCMA 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
DMZ
MCS Database and so on)
Nortel Media (Optional)
Server Application Servers VPN
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
Contact Center Manager

Standard 11.12
Difference between SIP architecture and standard Contact Center

architecture
There are several differences between SIP architecture and standard Nortel
Contact Center architecture:
In SIP architecture, the Contact Center interfaces with a SIP switch using
an open standard SIP protocol, rather than a Nortel proprietary protocol
such as AML for the Communication Server 1000.
In SIP architecture, agent phonesets are not connected directly to the
external switch as they are in Communication Server 1000/Meridian 1 PBX
and Communication Server 2x00/DMS. This results in the different CTI
requirements for configuring agents' Converged Desktop.
SIP-enabled Contact Center directly controls a farm of new Media
Application Servers (MAS) to provide media services, whereas
Communication Server 1000/Meridian 1 PBX and Communication Server
2x00/DMS switches provide these services independently.
SIP architecture does not use CallPilot.
SIP-only interface
This product solution uses a SIP-only interface between Contact Center
Manager Server and the SIP Call Server. The SIP infrastructure should be
unaware of the nature of the Contact Center application it is inter-operating with;
therefore, no ACD functionality is required.
A SIP-only interface Contact Center contains the following elements:

Customer interface points—Telephone customers, multimedia enabled
internal help desks (for example, MCS 5100 PC client or Converged
Desktop), 3G Video enabled wireless handsets, and SIP-supporting
multimedia applications.
SIP signaling (Internet to Intranet interface points) or SIP to Gateway
Protocol converters (including SIP to PSTN Trunking, 3G Gateways, SIP
to H.323 Gateways, and so on)
SIP Communication Control Toolkit—For a completely integrated
desktop solution, the core SIP infrastructure must support the SIP CTI
(ECMA) Converged Desktop signalling standard over SIP.

SIP server—The Contact Center application is SIP-enabled.

Media Application Server (MAS) farm
Servers are generally configured as an array of static IP addresses on the
Contact Center. As such, the farm is hidden from the SIP infrastructure.
Specific services are offered, including Conversation Space, RAN,
music, integrated IVR, and so on.
The Media Servers terminate SIP signalling from the Contact Center.
They originate and terminate RTP signalling (for voice, video, and so
on) to the customer and the agent.
Media Services can be invoked on non-statically configured Media
Servers where the SIP session is offered to the SIP proxy to locate and
deliver the SIP session to the appropriate MAS.
Communication Control Toolkit—Supports the transport requirements
for the Contact Center Agent Desktop Toolbar.
Agent media termination device—For the Communication Server 1000/
MCS 5100 integration this is the Converged Desktop solution supporting
Media Termination for voice, video, instant messaging, and presence.
Contact Center Agent Desktop toolbar—Provides the Contact Center
application functions such as Contact Center login and logout, Ready/Not
Ready, Supervisor Observe, Screen Pop functions, and so on.
Call server configuration support

Due to the requirement to support SIP CTI level desktop set control, the chosen
Agent Desktop solution is Communication Server 1000/MCS 5100 Converged
Desktop. This requires an infrastructure that includes:
Communication Server 1000 Release 4.5 Call Server
Communication Server 1000 Release 4.x Signalling Server
MCS 5100 3.5
The Communication Server 1000/MCS 5100 combination acts as a SIP protocol

gateway transferring or redirecting calls to the SIP Contact Center.
Customers dialing in may utilize converged desktop on the assumption that this
is normalized by the MCS 5100 application server and is transparent from a call
presentation perspective into the Contact Center.

Data network architecture considerations

With this architecture, there is no physical separation of subnets as Contact
Center Manager Server acts as a SIP endpoint. Use a single-NIC card with
mandatory selection of a single Nortel server subnet when installing Contact
Center Manager Server for SIP connectivity.
SIP Contact Center usage of the Nortel server subnet

The SIP Contact Center solution leverages the Nortel server subnet to enable:
SIP Signalling Communications between SIP Contact Center and MCS
5100
SIP Signalling Communications between SIP Contact Center and
Communication Server 1000 Signalling Server
SIP Signalling Communications between SIP Contact Center and one or
more Media Application Servers (MAS) running SIP Contact Center
application services
RTP streams to and from the Media Application Server and Customer
Gateway (Communication Server 1000, MCS 5100 PC Client, 3G Gateway,
PRI Gateway, and so on). Therefore, standard VoIP engineering is required
for voice and video streaming.
Other miscellaneous communications (Contact Center Manager Server to
Communication Control Toolkit, Contact Center Manager Server to
Contact Center Agent Desktop, and so on.)

Contact Center Multimedia components
Contact Center Multimedia is part of the Contact Center Manager suite of

applications. Contact Center Multimedia provides Outbound, e-mail, and Web
communications features for the contact center. The following diagram provides
an overview of Contact Center Multimedia with Contact Center Manager Server.

Components
Contact Center Multimedia consists of the following components:
Contact Center 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 are also stored in this
database.
E-mail Manager—This component is installed on the Contact Center
Multimedia server. The E-mail Manager connects to the e-mail server at
regular intervals. During each connection, all configured mailboxes are
accessed. E-mail from the customer is read from the e-mail server,
processed, and stored in the database. Outgoing e-mail, generated from the
e-mail responses stored in the database, is sent to the e-mail server.
Outbound Campaign Management Tool—This component is installed
on the Contact Center Multimedia server and is accessed using the Contact
Center Manager Administration application. The Outbound Campaign
Management Tool is used to create, modify, and monitor outbound
campaigns. An outbound campaign is a series of outbound calls for one
specific purpose, for example, a customer survey, or a sales promotion. Use
the Outbound Campaign Management Tool to:
define campaign parameters
import and review call data
create agent call scripts
monitor campaign results
export campaign data
The Contact Center Manager Administration report tool provides

information about agent and skillset states in real-time displays and
historical reports.

Web communications—The Web communications component includes a

set of Web Services on the Contact Center Multimedia server for
communication between the agent and the customer. A set of sample Web
pages are installed on the Contact Center Web site showing how Web
Services are used to implement Web pages to provide Web Chat (click to
chat) and Scheduled Callback (click to talk) features.
Contact Center Agent Desktop interface—This component is installed
on the Contact Center Multimedia server. Agents use Internet Explorer to
connect to the Contact Center Multimedia server to retrieve the Agent
Desktop interface. The Communication Control Toolkit pushes e-mail, Web
requests, outbound contacts and voice calls to the Agent Desktop interface.
The Agent Desktop interface uses Web services to retrieve e-mail, Web
requests, outbound campaign information, and customer details and history
from the Contact Center Multimedia database. Web services are also used
to send e-mail replies and save outbound call details in the Contact Center
Multimedia database.
E-mail contacts are presented to agents through the Contact Center Agent
Desktop interface, where agents can:
verify customer information
access historical e-mail to and from the customer
create responses to customer inquiries
provide a closed reason (if configured)
When an outbound campaign is running, contacts are presented to agents

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

on the Contact Center Multimedia server. The Contact Center Multimedia
Administrator provides administrative and management capabilities.
Migration Utility—This utility migrates existing data from Symposium
Web Center Portal Release 4.0 in the Sybase database to the new Contact
Center Multimedia database in Caché.

Processing multimedia contacts

Contact Center Multimedia receives multimedia contacts through two external
interface points: the e-mail server and the External Web server.
E-mail server contacts

E-mail server contacts are retrieved from a POP3 capable e-mail server using the
Inbound Message Handler (IMH). The IMH runs at regular intervals. You can
configure the settings for the IMH (such as the time between intervals and the
number of e-mail retrieved from each mailbox during each run) through the
Contact Center Multimedia Administrator.
The IMH logs on to the mailboxes on the e-mail server as listed in the E-mail
Manager. It parses e-mail in the mailboxes and stores them in the Contact Center
Multimedia database. Any attachments associated with the e-mail are stored in
the Inbound attachment folder, as specified in the Contact Center Multimedia
Administrator. After an e-mail is successfully stored in the Contact Center
Multimedia database, it is deleted from the e-mail server.
The IMH passes a received e-mail to the Contact Center Multimedia rules
engine, which executes rules relevant to the e-mail (based on the To address, and
so on) and invokes the Outbound Message Handler (OMH) to send any
necessary auto-responses.
After the IMH process is complete, the OMH logs on to the e-mail server and
sends any automated outbound e-mail (auto-responses) through the SMTP
protocol.
External Web server transactions

Contact Center Multimedia receives contacts from the External Web server
through the Contact Center Multimedia Web services. The Web services provide
a Java API. This enables contacts to be written into the Contact Center
Multimedia database, retrieved from the database, and have their status queried.
Contacts received through the Web services are not passed through the Rules
Engine. The External Web server determines the skillset and priority assigned to
the contact.

A set of sample pages is distributed with Contact Center Multimedia to provide

Java Server Pages (JSP) script examples of how a Web server can access the
Web services. You must create your own Web pages, with their own look, feel,
and business logic.
Integration with Contact Center Manager Server

The Contact Center Multimedia system is integrated directly with Contact
Center Manager Server through the OA&M interface and through Open Queue.
The OA&M interface enables Contact Center Multimedia to access the
information in Contact Center Manager Server about configured agents,
supervisors, skillsets, and the mapping of these users to skillsets.
Open Queue is supported only with Contact Center Manager 6.0.

Communication Control Toolkit components
The Communication Control Toolkit simplifies integration. The transport

components provide firewall friendliness, Network Address Translation (NAT),
and Citrix support. The server components enable open telephone switch
connectivity. Communication Control Toolkit also leverages existing
components of Telephony Application Program Interface (TAPI) and Integration
Package for Meridian Link (IPML).
The Communication Control Toolkit consists of Nortel-developed software and

third-party components, as described in the following sections.
ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti
Tromboning is not supported in Communication Control
Toolkit 6.0.
Client application
Client applications are third-party components and can include the following:
software phones
agent telephony toolbars with screen pop-ups
intelligent call management applications
The Communication Control Toolkit API provides three levels of API that you
can use to develop a range of client applications.
An easy-to-use graphical API delivers Windows Form Controls (Win Forms),

which you can import into a project for rapid development of form-based
toolbars. The Win Forms provide graphical API abstractions that enable rapid
development of Communication Control Toolkit-enabled applications.
The Communication Control Toolkit API also provides abstraction layers to

COM client interfaces.

Transport
A secure transport layer, based on a single, reconfigurable port on the server
(default 29373), provides user authentication, digital signing (to prevent the
insertion of data), and encryption (to protect data transported across the
network). The Communication Control Toolkit client initiates communication
with the server through a socket. The server responds and continues to
communicate with the client through the same socket. This gives flexibility to
solutions requiring support for:
Terminal Services support
firewall friendliness
Network Address Translation (NAT)
If you are using a firewall, you must ensure that this port is not blocked.
Communication Control Toolkit server

The component responsible for managing client sessions consists of the
following subcomponents:
Contact Management Framework—An infrastructure component that
manages the states of contacts, agents, terminals, and addresses.
TAPI Connector—An application that converts Communication Control
Toolkit requests to TAPI API calls, and TAPI events to Communication
Control Toolkit events. The TAPI Connector sits between the Nortel
Networks TAPI Service Provider and the Contact Management Framework.
TAPI Service Provider—A Microsoft TAPI client responsible for CTI
operations of all lines controlled by the Communication Control Toolkit
platform initialized by TAPI.
IPML Connector—An application that allows you to deploy
Communication Control Toolkit in an IVR-only solution (where TAPI is
not used). The Contact Management Framework uses the IPML Service
provider to access the underlying telephone switch interface (TLS).

IPML Service Provider—An IPML client responsible for CTI operations

of all lines controlled by the Communication Control Toolkit platform that
have been initialized by IPML. The IPML service provider operates as a
service provider between the Contact Management Framework and the
Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice
resources. The API is published as Microsoft .NET types and distributed as
a Windows assembly, which is referenced by application developers.
Third-party applications
Third-party components include the following:
Microsoft .NET Framework (client and server)
Microsoft SQL Server 2000 Desktop Engine (MSDE 2000)
GigaSpaces Platform Infrastructure (server only)
Telephone switch interfaces

Communication Control Toolkit supports a number of telephone switch
interfaces that provide connectivity to different telephone switch types.
The Communication Control Toolkitand IPML Service Provider supports the

Meridian Link Services (MLS) interface. This is a two-way communications
facility that provides the interface between external computer applications and
the telephone switch to achieve computer-telephony integration (CTI). Meridian
Link Services is a protocol exported as part of Communication Control Toolkit.
An example of an MLS application is an inbound telemarketing contact center,
where MLS provides the Calling Line ID (CLID) and Dialed Number
Identification Service (DNIS) information from an incoming call to a third-party
application. The application can use this information to retrieve data—both
customer and product information—from a database, and present it to the
agent’s PC before the call is even answered.
In addition, the Communication Control Toolkit Service Provider supports the

Application Module Link (AML) interface. This is the original interface created
for communicating with the telephone switch, facilitating the functional
integration of computer systems and telecommunication systems.

Communication Control Toolkit also supports connection to an Avaya switch.

Refer to the IPML 2.1 Guide for further information.
Communication Control Toolkit now supports Intelligent Call Manager (ICM)

on Communication Server 2x00.
.NET framework
Communication Control Toolkit provides a library of .NET types to be used in
developing applications.
The Microsoft .NET Framework is a managed execution environment that runs

on the Windows platform. This environment provides memory management,
strong-type safety, version management, and high performance. The .NET
framework is made up of two components:
Common Language Runtime (CLR), which provides:
the execution environment
memory management
.NET Framework class library, which includes:

a set of .NET types (classes) that provide access to the underlying
operating system functions (including networking, security database
access, and so on)
additional .NET types that provide applications with communications
monitoring and control functionality
You can use this framework of classes to develop applications that run on
the Windows .NET platform. For these applications to run, you must install
the .NET Framework on the host operating system.
Distribution
The Communication Control Toolkit API is distributed as a .NET assembly.
Assemblies are self-describing—they contain all the information for the type
they contain. Therefore, you need to distribute only the assembly. You do not
need to provide a separate file (for example, header file, type library, or IDL file)
for type information.

Version management
The .NET framework supports versioning and side-by-side execution of
different versions of an assembly. Therefore, if a second version of an assembly
is released, both versions of the assembly can run in parallel. Version
management enables multiple generations of the Communication Control
Toolkit client applications to execute simultaneously on a client.
Supported programming languages

As .NET types, the Communication Control Toolkit API is accessible from any
.NET programming language (there are currently over 20 programming
language compilers for the .NET Framework, including the Microsoft compilers
for C#, C++, Visual Basic, and J#).
Communication Control Toolkit API application types

Communication Control Toolkit provides three types of API:
Full API
Lite API
Graphical API
These APIs can be used to develop applications that run on the .NET platform.
The following table shows the types of applications that can be created with each
type of API.
Graphical
Application type Full API Lite API API
Windows UI applications ✔ ✔ ✔
Console (text-based) applications ✔ ✔
Windows Service applications ✔ ✔
Web applications ✔ ✔ ✔

Full API
The Full API is an object-oriented API that provides a powerful, object-oriented
programming interface to developers. Full API is used by developers with
Communication Control Toolkit knowledge who want to develop complex
applications. The API exposes as many features of the underlying
communications platforms as possible.
Primary objects
The Full API enables control of the following types of objects:
Session—A representation of a user’s active session with Communication
Control Toolkit. A session is the main entry point and provides access,
directly or indirectly, to all other objects. The session provides users with a
view of the subset of communications devices and functionality that they
have permission to access.
Contact—The abstraction of a communication (for example, a phone call).
A contact can have one or more connections.
Terminal—A physical (or logical) endpoint, such as a telephone. A
terminal can be associated with one or more addresses.
Address—The representation of an addressable endpoint, such as a DN,
position ID, or CDN. An address may be associated with one or more
terminals.
Connection—A relationship between an address and a contact (for
example, a leg of a phone call).
Terminal connection—A relationship between a terminal and a
connection (for example, a representation that a leg of a phone call is
connected to a particular telephone).
Agent—A user who is logged on to one or more contact distribution queues
for receiving queued or routed contacts.
Lite API
The Lite API provides a programming interface that hides the complexity of the
underlying communications platforms, thus enabling rapid application
development of simpler Communication Control Toolkit applications. It is
particularly useful to application developers who focus on the business
application and who require only basic functionality.

The Lite API provides a subset of the capabilities of the Full API and requires
less Communication Control Toolkit knowledge and code development to create
basic Communication Control Toolkit applications.
Graphical API
The Graphical API abstracts the Full API to a basic button-level of complexity
for developers who do not use the Full or Lite API and who require a graphical
user interface-based business application. With the Graphical API, developers
can create applications by dragging and dropping icons using Visual Studio
.NET 2003.
The Graphical API includes a set of Windows Form controls.
Supported functions
The Graphical API supports the following functions:
Answer an existing contact
Call supervisor
Conference in a supervisor under emergency circumstances
Create a new contact
Drop an existing contact
Generate DTMF tones on an existing contact (not supported on
Communication Server 2X00/DMS)
Hold and take off hold an existing contact
Initiate and complete a conference
Initiate and complete a consult transfer
Login and logout an agent
Perform a blind transfer on an existing contact
Place an agent into a ready and not ready state with a reason code
Place an agent into a ready and not ready state
Place the phone into a busy state and a ready state
Set activity codes

Set contact data
ATTENTION
For supported functions on the Communication Server 1000/
Meridian 1 or Communication Server 2X00/DMS platform,
see Chapter 28, “Communication Control Toolkit supported
functions and events.”
Windows Forms Controls

As developers design and modify the user interface for their solutions, they add,
align, and position controls. Controls are objects within form objects. Each type
of control has its own set of properties, methods, and events that make it suitable
for a particular purpose. Windows Forms controls are reusable components that
encapsulate user interface functionality and are used in client-side Windows
applications.
Windows Forms controls include buttons, text boxes, check boxes, and so on.
Communication Control Toolkit custom Windows Form Controls are all based
on an existing Windows Form Control—the basic Button
(System.Windows.Forms.Button).
Communication Control Toolkit contains the following Windows Form

Controls:
Custom control Description
SessionStatesCtrl Session state and event computer control
SessionLoginCtrl Session login and logout control
SessionReadyCtrl Session Ready and Not Ready control
ContactMakeCtrl Make Contact control
ContactAcceptCtrl Accept Contact control
ContactReleaseCtrl Release Contact control

ContactHoldCtrl Put Contact on hold, take Contact off hold
ContactTransferCtrl Consultative Transfer of Contact control

Custom control Description
ContactBlindTransCtrl Blind Transfer of Contact control
ContactConfCtrl Conference Contact control

Data network components
Nortel Server Subnet—Dedicated for inter-server communication. Treat

this subnet as mission critical (for example, you must provision for
bandwidth and robustness). It must be connected to the ELAN subnet
through only one router.
Embedded Local Area Network (ELAN) subnet—A dedicated Ethernet
TCP/IP LAN that connects the server in Contact Center Manager Server
and the switch. It must be connected to the Nortel server subnet through
only one router.
Enterprise IP network (formerly CLAN)—End-users' data-network
connected to the Nortel server subnet and the ELAN subnet through a
router.
Contact Center Manager Server Single-NIC—New in Contact Center
Manager Release 6.0 and going forward, the Contact Center Manager
Server is now a Single Network Interface Card (NIC) configuration
connected to the Nortel server subnet. A second NIC connected directly to
the ELAN subnet is an optional item to accommodate delayed legacy data-
network design changes. The single-NIC configuration is encouraged as
future Contact Center Manager Server releases and features (such as SIP
Contact Center) do not support the dual-NIC configuration.
For more information about single-NIC, see “Configure the ELAN subnet
(knowledge worker environment)” on page 505.
Router—A router connects two or more subnets. At each site, the Nortel
server subnet connects to an ELAN subnet through only one router.

Contact center external (software) interfaces
The key to understanding how the contact center operates is basic understanding
of the interfaces used by the various components to interact with each other.
Meridian Link Services (MLS)—A two-way communications facility that
provides the interface between external computer applications and the
telephone switch, to achieve computer-telephony integration (CTI).
Meridian Link Services is a protocol exported as part of Contact Center
Manager Server. An example of an MLS application is an inbound
telemarketing contact center, where MLS provides the Calling Line
Identification (CLID) and Dialed Number Identification Service (DNIS)
information from an incoming call to a third-party application. The
application can use this information to retrieve data—both customer and
product information—from a database, and present it to the agent’s PC
before the call is even answered.
The Communication Server 2x00/DMS telephone switch provides only
a subset of the MLS protocol.
Communication Server 1000/Meridian 1 PBX does not support native
ICM.
For more information, refer to the MLS Application Equipment Module
Installation Guide.
Host Data Exchange (HDX)—A rich scripting language or API set
provided with Contact Center Manager Server that interacts with the
Contact Center Manager scripts. You can develop applications that use
HDX to control the treatment of calls. Scripts can send information to, and
request information from, a provider application (such as a database) over
the Host Data Exchange (HDX) interface. You can use three commands—
Send Info, Send Request, and Get Response—in a script to interface with a
third-party application to obtain information and influence the script
operation.
For example, Contact Center Manager Server can send the CLID to the
provider application to determine whether the caller is a priority or regular
customer. Based on the response from the application, it queues the call
appropriately.

Similarly, Contact Center Manager Server can request caller-entered

information from an IVR system for use in call handling or skillset
selection, and pass this information to a CTI application to ensure that an
appropriate screen of information is presented when the call reaches an
agent.
Open Database Connectivity (ODBC)—A standard database interface
that provides open access to the relational database in which Contact Center
Manager Server stores its historical data. ODBC is used with Structured
Query Language (SQL), a standard language for extracting data from the
database. With these two interfaces, customers can use any ODBC-enabled
application (such as a report writer) to manipulate the historical data in the
database. Therefore, contact center managers can use industry-standard
report writers and open database connectivity to merge valuable contact
center information with other corporate data for a complete view of their
customer relationships.
Real-Time Statistics Multicast (RSM) and Real-Time Data Application
Programming Interface (RTD API)—Interfaces that provide real-time
information to third-party applications. These applications can display real-
time statistics on wallboards and agent computer displays, or write custom
formulas.
Note: RSM compression is a new option that can now be configured on the
Contact Center Manager Server. However, Contact Center Manager
Administration does not support RSM compression. If the compression is
configured, Contact Center Manager Administration real-time displays will
not work. For more information, refer to the Contact Center Manager
Server Installation and Maintenance Guide.
Symposium Event Interface (SEI)—An interface that provides third-
party vendors with the information they need to create complementary
applications by providing call progress and resource events.
Communication is based on a client/server paradigm. The Event Server
provided by Contact Center Manager Server acts as the source (or server) of
events. Event consumers are the third-party applications (or clients)
connected to the Event Server. Communication between client and server is
expected to be in local area networks (LANs) using a connection-based
(point-to-point) protocol. This interface ensures delivery and guarantees
proper sequencing of events. The Event Server maintains one connection
per client.

Application Module Link (AML)—A mission-critical proprietary

protocol used by Contact Center Manager Server to communicate directly
with the telephone switch. Application Module Link traverses over both the
Nortel server subnet and the ELAN subnet (through only one router).
Contact Center Manager Server executes scripts and instructs the telephone
switch, using AML, to set up the speech paths necessary to connect calls to
voice ports, agents, or RAN trunks, and to provide tone treatments (such as
ringback and busy) to calls.
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. When operating as a voice services system,
CallPilot is used as a Voice Services component (rather than in Messaging
mode, as is usual in a non-contact center environment). Using ACCESS, a
Contact Center Manager Server script can specify that certain
announcements be played to the call on that channel or obtain data entered
by the caller over Dual Tone Multi Frequency (DTMF).
ACCESS is not support on Communication Server 2x00/DMS switches
or in SIP-enabled Contact Centers.
CallPilot is an optional component and can only be used in conjunction
with Communication Server 1000/Meridian 1 PBX switches.
TAPI Connector—An application that converts Communication Control
Toolkit requests to TAPI API calls, and TAPI events to Communication
Control Toolkit events. The TAPI Connector sits between the Nortel
Networks TAPI Service Provider and the Contact Management Framework.
IPML Connector—An application that allows you to deploy
Communication Control Toolkit in an IVR-only solution (where TAPI is
not used). The Contact Management Framework uses the IPML Service
provider to access the underlying telephone switch interface (TLS).
IPML Service Provider—An IPML client responsible for CTI operations
of all lines controlled by the Communication Control Toolkit platform that
have been initialized by IPML. The IPML service provider operates as a
service provider between the Contact Management Framework and the
Message Control Bus (MCB) on IPML.
Communication Control Toolkit API—An API that controls voice
resources. The API is published as Microsoft .NET types and distributed as
a Windows assembly referenced by application developers.

Knowledge worker architecture

In a knowledge worker environment, skill-based routing is not required. The
telephone switch directs incoming calls to agents. Communication Control
Toolkit delivers caller information, such as ANI/DNIS, or CLID.
In this environment, Communication Control Toolkit connects directly to the

telephone switch over the Nortel server subnet and the ELAN subnet, if not
already connected to the Nortel server subnet through a router. It connects to
client PCs and application servers over the enterprise IP network. The following
diagram shows an overview of the architecture of Communication Control
Toolkit in a knowledge worker environment with a Communication Server 1000/
Meridian 1 PBX switch.

Knowledge worker
With CCT Toolkit
January 2008
Client application
Contact Center agent

Third-party
Server
(HDX or CRM)
Call Server
ELAN Subnet
Customer LAN
DHCP External
Media

Server Web Server
Gateway
Signaling
Server CCT
POP3/SMTP
DNS Mail Server
VGMC
VGMC
VGMC
Routing
Enterprise
Switch
Firewall LAN / WAN
(Optional)
Nortel Server Subnet

(Managed Ethernet Switch – for example, BPS
2000, Baystack 450, and so on.)
DMZ
(Optional)
VPN Router
1100
TACACS or
RADIUS
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
77
Self-service architecture
In a self-service environment, callers use an IVR system, such as the MPS 500
or MPS 1000, to answer queries or request services. For example, bank
customers use self-service applications to find out their account balance or to
transfer funds. Calls are not handled by agents.
In this environment, Communication Control Toolkit and the IVR server connect
to the telephone switch through Contact Center Manager Server.
Communication Control Toolkit connects to the IVR system over the enterprise
IP network. The following diagram shows an overview of the architecture of
Communication Control Toolkit in a self-service environment with a
Communication Server 1000/Meridian 1 PBX switch.

Knowledge worker
With CCT Toolkit
January 2008
Client application
Contact Center agent

Third-party
Server
(HDX or CRM)
Call Server
ELAN Subnet
Customer LAN
DHCP External
Media

Server Web Server
Gateway
Signaling
Server CCMS CCT
POP3/SMTP
DNS Mail Server
VGMC
VGMC
VGMC
Routing
Enterprise
Switch
Firewall LAN / WAN
(Optional)
Nortel Server Subnet

(Managed Ethernet Switch – for example, BPS
2000, Baystack 450, and so on.)
DMZ
(Optional)
VPN Router
1100
TACACS or
RADIUS
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
79

Chapter 3
General information
In this chapter
Product compatibility 82
Server start order 88
Telephone switches supported by Contact Center Manager 89
Co-resident applications 95

General information Standard 11.12
Product compatibility
This section details product compatibility with Contact Center Manager Product
release 6.0.
Communication Server 1000 and Meridian 1 PBX

Contact Center Manager continues to provide switch connectivity to the
Communication Server 1000 and Meridian 1 PBX switching platforms.
For more information about the Communication Server 1000 and Meridian 1
PBX switching platforms, refer to Section A: “Engineer the Communication
Server 1000/M1 PBX telephone switch,” on page 475.
Meridian Administration Tool (MAT) and Optivity Telephony Manager

(OTM)
The Classic Client is not supported with Contact Center Manager Server. A new
Contact Center Manager Server Utility and new features in Contact Center
Manager Administration replace the requirement for Classic Client. MAT/OTM,
Contact Center Manager Server Utility, and the Contact Center Manager
Administration client can be co-resident.
Communication Server 2x00/DMS/MSL-100

Contact Center Manager supports the carrier family of switches—
Communication Server 2x00, DMS, and MSL-100. The switch releases
supported are CCM010/SCAI12 to CCM017/SCAI17, inclusive. The software
package ICM00001, ICM00010, or ICM00020 MSL09 is required. For more
information, refer to Section B: “Engineer the Communication Server 2x00/
DMS telephone switch,” on page 491.

January 2008 General information
MCS 5100 portfolio compatibility
The following is a list of supported MCS 5100 core components and supported releases.
Client component support refers to clients acting as Contact Center Agents or as Contact
Center Supervisor Desktops.GRTD
Product name Supported release
MCS 5100 Application Server 3.0, 3.5

MCS 5100 Client (Multimedia) 3.0, 3.5
MCS Media Application Server 3.0, 3.5

(MAS)
i2004 (as Agent or Supervisor) As Client Hosted Media Termination

only
MPS 500/1000 Not supported
PAF Not supported

Communication Server 1000 4.0 Not supported
Blended/Converged Desktop (Agent
Side)
Communication Server 1000 4.5 SIP Supported and mandatory for SIP-
Converged Desktop enabled Contact Centers.
GRTD 3.05.05 is not supported by Contact Center Manager Server. New

features in Contact Center Manager Administration replace the function of
GRTD.

Classic Client
Classic Client is no longer supported with Contact Center Manager Server. The
Contact Center Manager Administration client is the only client supported with
Contact Center Manager. Features in Contact Center Manager Administration
6.0 replace the function of the Symposium Classic Client. The Contact Center
Manager Server Utility also provides the Event Browser, Voice Prompt Editor,
and similar functions.
Contact Center Manager product portfolio compatibility

Refer to following table for a compatibility matrix of products and versions with
the Contact Center Manager portfolio.

SCCS/CCMS Clients
January 2008
Standby and Standby and License Classic CCM

SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager Client GRTD SWC Server CCMA
R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0 4.0 3.5 4.5 Utility 6.0 6.0
SCCS R4.2 - - - - - Y Y N N Y Y Y N N
SCCS R5 (Active) - - Y - N N Y Y N Y Y Y Y Y
Standby and
Replication Server R5 N Y - N - - - - N Y Y Y N -
SCCS/CCMS CCMS R6 (Active) - - N - Y N N Y Y N N N Y Y
Standby and

Replication Server R6 N N - Y - - - - - N N N - -
NCC R4.2 Y N - N - - - - N Y N Y N N
NCC R5 Y Y - N - - - - N Y N Y Y Y
NCC R6 N Y - Y - - - - Y N N N Y Y
License Manager 6.0 N N N Y - N N Y - - - N - Y
Classic Client 4.0 Y Y N N N Y Y N - - - - - -
GRTD 3.5 Y Y N N N N N N - - - - - -
Clients SWC 4.5 Y Y N N N Y Y N N - - Y* - N*
CCM Server Utility 6.0 N Y N Y - N Y Y - - - - - -
CCMA 6.0 N Y - Y - N Y Y Y - - N* - Y*
* Refers to replicating functionality

Contact Center Manager compatibility
General information
85
Communication Control Toolkit and Contact Center Multimedia

compatibility
SCCS/CCMS TAPI/CCT SWCP/CCMM

SCCS 4.2 SCCS 5.0 CCMS 6.0 TAPI 3.0 CCT 5.0 CCT 6.0 SWCP 4.0 CCMM 6.0
SCCS 4.2 - - - Y Y N Y N
SCCS/CCMS SCCS 5.0 - - - Y Y N Y N
CCMS 6.0 - - - N Y Y Y* Y
TAPI 3.0 Y Y N - - - Y N
TAPI/CCT CCT 5.0 Y Y Y - - - Y N
CCT 6.0 N N Y - - - N Y
SWCP 4.0 Y Y Y* Y Y N - -
SWCP/CCMM
CCMM 6.0 N N Y N N Y - -
* SWCP Converter SU is required.
For a full list of multimedia application products and versions that are
compatible with Contact Center Manager (excluding items previously
mentioned), refer to the following table.
Product name Supported releases
IVR-CTI Integration server 2.1

(IPML)
Agent Greeting 2.07

CallPilot 3.0+
MPS 500 3.0
MPS 1000 3.0
Remote Agent Observe 1.0
For Telset, Internet Telephony Gateway, Optivity Telephony Manager, Remote

Office, and MIRAN users, it is the switch release that Contact Center Manager
6.0 is running on that determines what version of these products is relevant.

Other product release compatibility

The following table lists other Nortel products supported with Contact Center
Manager and Communication Server 1000/Meridian 1 PBX.
Optivity Telephony Manager (OTM) 2.0+
MIRAN 2.0, 3.0

Meridian Mail 13.0+
Internet Telephony Gateway Trunk 2.2, 3.0

(ITG-T)
Internet Telephony Gateway Line 2.2, 3.0

(ITG-L)
i2002 (as Agent) All
i2004 (as Agent or Supervisor) All
i2050 (as Agent or Supervisor) All
M2216 (as Agent or Supervisor) All
M3904 (as Supervisor) All

M3905 (as Agent or Supervisor) All
Remote Office 9150 1.3.4
Remote Office 9110, 9110, IP adapter 1.3.4

Server start order
Due to the multiple server configuration of most contact centers, it is important

to note the start order of the servers.
Contact Center Manager Server is the main server. It must be running first,
before the Contact Center Manager Administration, Contact Center
Multimedia, and Communication Control Toolkit server can talk to it.
Contact Center Manager Administration administers the Contact Center
Manager Server and the Contact Center Multimedia, so it is the last server
that is required to be running.
There is no dependency between the Contact Center Multimedia server and
the Communication Control Toolkit server in terms of start up sequence.

Telephone switches supported by Contact

Center Manager
Contact Center Manager supports the following telephone switch types:

Communication Server 1000/Meridian 1 PBX
Communication Server 2x00/DMS
Communication Server 1000 + MCS 5100
For telephone switches with the optional Network Skill-Based Routing (NSBR)
feature, this guide illustrates the major components in a Network Control Center
setup.
The term telephone switch is used in this document as a generic term to
refer to any of the previously specified telephony platforms that
interoperate with Contact Center Manager.
For an overview of the Contact Center Manager features supported by the
different telephone switch types, see Appendix C, “Telephone switch
feature comparison.”
MCS 5100 is supported with Communication Server 1000.

Supported releases
The following switch releases are currently supported in Contact Center 6.0.
Communication Server 1000 or Meridian 1 PBX

Communication Server 1000 or Meridian 1 PBX telephone switching platforms.
For details of the releases supported with Contact Center Manager, refer to the
following table.
Communication Server 1000 3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis 25.40b, 26

Meridian 1 PBX 11C – Cabinet 25.40b, 26
Meridian 1 PBX 51C 25.40b, 26

Meridian 1 81C 25.40b, 26


Communication Server 2x00/DMS telephone switching platforms.
following table.
Minimum SCAI
Release level Platforms Feature level
SN06/SE06 17 SL-100 Minimum release

DMS-100 supported
CS 2000
CS 2100
SN07/SE07 17 SL-100 5-digit Agent ID

DMS-100 support
CS 2000
CS 2100
SN08/SE08 17 SL-100 Universal

DMS-100 Networking
support
CS 2000
Note: Not
CS 2100
supported on Brisc
processors
SN09/SE09 17 SL-100 Supports all CPU

DMS-100 types
CS 2000
CS 2100

Differences between Communication Server 2x00/DMS and

Communication Server 1000/Meridian 1 PBX architecture
The architecture in the Communication Server 2x00/DMS environment differs
from the Communication Server 1000/Meridian 1 PBX architecture in the
following ways:
Contact Center Voice Services on CallPilot and Meridian Mail (Open/Close
Voice Session, Give Controlled Broadcast, and Collect Digits) are not
supported in the Communication Server 2x00/DMS environment.
Only a subset of the MLS protocol is available. ICM is supported on
Communication Server 2x00/DMS. For more information, refer to the MLS
Application Equipment Module Installation Guide.
Communication Server 2x00/DMS requires LinkPlexer to interface with
Contact Center Manager Server if there are more than two Communication
Control Toolkit applications connected to the switch. Otherwise,
Communication Server 2x00/DMS can interface directly with Contact
Center Manager Server through ICM.

Contact Center 6.0 content by switch platform

The following table lists the available Contact Center 6.0 portfolio content
depending on the choice of switch platform, either Communication Server 1000/
Meridian 1 PBX, Communication Server 2x00/DMS, or MCS 5100 (SIP).
Communic
ation
Server Communic
1000/ ation
Meridian 1 Server MCS 5100
Content PBX 2x00/DMS (SIP)
UNSBR—Universal networking Yes Yes No
Replication server enhancements Yes Yes No
Geographic redundancy Yes Yes No
Corporate license manager Yes Yes Yes
Communication Control Toolkit 6.0 Yes Yes Yes
Contact Center Agent Desktop Yes No Yes

Contact Center Outbound Yes No No
Contact Center Multimedia 6.0 Yes No No
Network wide agent administration Yes Yes Yes
ICM support No Yes No
Single-NIC card Yes Yes Yes
Server utility Yes Yes Yes
Classic Client with GRTD migration feature set Yes Yes No
pcAnywhere 11.5 Yes Yes Yes
Report Creation Wizard Yes Yes Yes
Five-digit agent ID No Yes Yes

Communic
ation
Server Communic
1000/ ation
Meridian 1 Server MCS 5100
Content PBX 2x00/DMS (SIP)
GIVE IVR for Communication Server 2x00 No Yes No

platforms
LinkPlexer 6.0 No Yes No

Co-resident applications
In Contact Center Manager, note the following to determine which combinations

of products and product releases are compatible:
Contact Center Manager Server 6.0 can coreside with Contact Center
Manager Administration 6.0.
Contact Center Manager Administration 6.0 cannot coreside with
Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when installed stand-alone on
the server, can be used to administer Symposium Call Center Server 5.0.
Contact Center Manager Administration 6.0, when co-resident with
Contact Center Manager Server 6.0, must not be used to administer
When Contact Center Manager Administration 6.0 is co-resident it must
only be used to administer the co-resident Contact Center Manager Server
and not any other Contact Center Manager Server. Although multiple
servers can be in the same system as a co-resident Contact Center Manager
Administration (with replication), the co-resident Contact Center Manager
Administration server can only administer the Contact Center Manager
Server with which it is co-resident.
The Network Control Center must be administered by a standalone Contact
Center Manager Administration server. A co-resident Network Control
Center and Contact Center Manager Administration server is not supported.
For more information, refer to the Contact Center Manager Server Installation
and Maintenance Guide for the co-resident server.

Co-resident applications matrix

You can install Contact Center Manager Server either on its own server or on a
server with other Contact Center - Release 6.0 applications. When the Contact
Center Manager Server is installed on its own server it is called a standalone
server. When the Contact Center Manager Administration is installed on a server
containing the Contact Center Manager Server it is called a co-resident server.
The following table lists the components that can be installed on the same server
with the Contact Center Manager Server software.
Co-resident
Contact Center
Stand-alone Manager Server/
Contact Co-resident Contact Center
Center Contact Center Manager
Manager Manager Server/ Administration/
Server/ Contact Center Communication
Network Manager Control
Control Center Administration Toolkit
Contact Center Supported Supported Supported

Manager Server
Contact Center Not supported Supported Supported

Manager
Administration
Communication Not supported Not supported Supported

Control Toolkit
Contact Center Not supported Not supported Not supported

Multimedia
Replication Server Not supported Not supported Not supported
LinkPlexer Not supported Not supported Not supported
MCS 5100 Not supported Not supported Not supported

Co-resident
Contact Center
Stand-alone Manager Server/
Contact Co-resident Contact Center
Center Contact Center Manager
Manager Manager Server/ Administration/
Server/ Contact Center Communication
Network Manager Control
Control Center Administration Toolkit
Crystal Enterprise Not supported Supported Supported

10 Embedded
software
These are the only combinations that are supported.

Co-resident installations have higher hardware requirements than single
application installations.
When Contact Center Manager Administration is co-resident, it must be
used to administer the co-resident Contact Center Manager Server and not
any other Contact Center Manager Server. For more information, see
Chapter 13, “Co-residency.”


Chapter 4
Install Contact Center
In this chapter
Installation order 100
Installation steps 102

Install Contact Center Standard 11.12
Installation order
When you install applications and components, the installation program

automatically installs the software in a preconfigured order, depending on the
telephone switch type.
For Communication Server 1000/Meridian 1 PBX switches, software is installed

in the following order:
1. Contact Center Manager Server
2. License Manager
3. Contact Center Manager Server Utility
4. Contact Center Manager Administration
5. Communication Control Toolkit
6. Contact Center Multimedia
For Communication Server 2x00/DMS switches, software in installed in the

following order:
1. LinkPlexer
2. Contact Center Manager Server
3. License Manager
4. Contact Center Manager Administration
5. Communication Control Toolkit
6. Contact Center Manager Server Utility
For SIP installation order, refer to “SIP installation and configuration order” on
page 458.
The installation launcher prompts you to select multiple applications and

components to install. The selected applications and components are
automatically prioritized into the correct installation order. Then, the installation
of first application is launched.

January 2008 Install Contact Center
At the end of the installation of first application, you are prompted to continue
the installation process for the second application. If you select to continue, the
installation package of the second application is launched. This process
continues until all selected applications are installed.
Installation tips
Follow the installation and configuration tips in the appropriate document for
each software program.
For information about Contact Center Manager Server standalone
configuration, see the Contact Center Manager Server Technical
Requirements and Operating System Configuration Guide and the Contact
Center Manager Server Installation and Maintenance Guide.
For information about Contact Center Manager Administration, see the
Contact Center Manager Administration Technical Requirements and
Operating System Configuration Guide and the Contact Center Manager
Administration Planning, Installation, and Administration Guide.
For information about Communication Control Toolkit, see the
Communications Control Toolkit Technical Requirements and Operating
System Configuration Guide and the Communications Control Toolkit
Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center
Multimedia Technical Requirements and Operating System Configuration
Guide and the Contact Center Multimedia Installation and Maintenance
Guide.
For information about a co-resident system, see the Contact Center
Manager Server Technical Requirements and Operating System
Configuration Guide for the co-resident server and the Contact Center
Manager Server Installation and Maintenance Guide for the co-resident
server.
For information about a Replication Server system, see the Contact Center
Manager Server Installation and Maintenance Guide for the Standby
Server.

Installation steps
The following table lists the high-level steps for a new standalone installation
and which book to refer to for each step. Standalone installation assumes
Contact Center Manager Server, Contact Center Manager Administration, and
Communication Control Toolkit are installed on separate servers.
For hardware, software, and third-party guidelines, refer to the following

chapters:
For Contact Center Manager Server, refer to Chapter 9, “Contact Center
Manager Server” in this guide for requirements.
For Contact Center Manager Administration, refer to Chapter 10, “Contact
Center Manager Administration” in this guide for requirements.
For Contact Center Multimedia, refer to Chapter 11, “Contact Center
Multimedia—Outbound, E-mail and Web communications” in this guide
for requirements.
For Communication Control Toolkit, refer to Chapter 12, “Communication
Control Toolkit” in this guide for requirements.
For co-resident configurations, refer to Chapter 13, “Co-residency”.
For SIP, refer to Chapter 14, “SIP-enabled Contact Center”.
For LinkPlexer, refer to Chapter 15, “LinkPlexer 6.0”.
For Replication Server, refer to Chapter 16, “Replication Server (Standby
Server)”.

Installation steps for a standalone configuration
Contact Center
component Installation procedure Contact Center book
1 Contact Center Manager Server requirements/ Contact Center Manager

Server Microsoft Windows Server Technical
installation and configuration Requirements and Operating
System Configuration Guide
Verify you met the server
requirements.
Install Windows Server 2003
Configure Windows Server

2003
Connect the Nortel server

subnet
Connect the ELAN subnet

(optional)
Connect Meridian Mail with

a serial port (if required)
Connect the modem
Install optional system

components

Contact Center
2 Contact Center Manager Install the server software Contact Center Manager
Server These steps assume a Server Installation and
standalone configuration. Maintenance Guide
Install pcAnywhere 11.5

You can use the Remote
Desktop Connection feature
in Windows as an alternative
for remote support access
tool instead of pcAnywhere.
Copy the latest Service

Update to the server
Install the Contact Center

Manager Server software
During installation, select the
options you require.
Open Queue
Universal Networking
Standby Server
Configure your Contact

settings after the installation
(optional)
3 License Manager Install the License Manager Contact Center Manager
Server Installation and
Maintenance Guide
4 Contact Center Manager Install the Server Utility Contact Center Manager
Server Utility (optional) Server Installation and
Maintenance Guide

Contact Center
5 Contact Center Manager Postinstallation configuration Contact Center Manager

Server Server Installation and
Change the NGenDist and Maintenance Guide
NGenDesign passwords
Configure the NGen user

groups for remote access
(optional)
Add NGen names to

pcAnywhere
Accept the license agreement

for Contact Center Manager
Administration
Activate the master scripts
Verify the success of the

installation
Add server to domain

(optional)
Create a Platform Recovery

Disk
Complete other
postinstallation tasks

Contact Center
6 Contact Center Manager Server requirements/ Contact Center Manager

Administration Microsoft Windows Administration Technical
Verify server and client
requirements

2003
Apply security service

updates
Install Internet Information

Services with SMTP
Ensure the computer name

and DNS host match
Add the server to an existing

domain
Check binding order on the

server

Contact Center
7 Contact Center Manager Installation Contact Center Manager

Administration Administration Installation
Install your remote support and Maintenance Guide
access tool
Install Sybase Open Client

version 12.5
Install the Crystal Enterprise

10 Embedded software
Install the product software

Download and apply the
latest Service Update
Install required hot fixes for

third-party software

Contact Center
8 Contact Center Manager Postinstallation configuration Contact Center Manager

Add the server to an existing and Maintenance Guide
domain (optional)
Configure IIS to support

ASP.NET applications
Configure IIS settings for

Report Creation Wizard
Add the IUSR_SWC account

as the anonymous user
account
Configure License Manager

Service
Configure Log-in Warning

Message (optional)
Configure Real-Time
Reporting
Configure Emergency Help

Configure SMTP and printers
for Historical Reporting
(optional)
Configure shared folders for
Historical Reporting
(optional)
Configure Scripting

Contact Center
Configure Agent Desktop

Display parameters on the
server
Change the iceadmin user

account password (optional)
Configure language support

(other than English)
Install the XML Automated

Assignments feature
(optional)
Copy latest user guides to

Administration server
Complete other

Contact Center
9 Contact Center Manager Configuration of client PCs Contact Center Manager

Administration and agent workstations Administration Installation
and Maintenance Guide
Configure the display
Upgrade the browser on

client workstations
Configure Internet Explorer
Install Simple Object Access

Protocol
Install .NET Framework
v. 1.1 (optional)
Accept the license agreement

in Server Utility
Log on to Contact Center -

Manager for the first time
Download controls to the

client
Install and configure Agent

Desktop Display
10Contact Center Manager Migrate Classic Client data Contact Center Manager
and Maintenance Guide

Contact Center
11Communication Control Server requirements/ Communication Control

Toolkit Microsoft Windows Toolkit Technical
Verify server requirements

2003

components
Connect the ELAN subnet

(optional)
Connect the Nortel server
subnet
12 Communication Control Installation Communication Control

Toolkit Toolkit Installation and
Install the License Manager Maintenance Guide
This is for a Knowledge
Worker (direct connect)
installation.
Install the product software

Install the latest service
updates

Contact Center
13 Communication Control Postinstallation configuration Communication Control

Toolkit Toolkit Installation and
Confirm the database install Maintenance Guide
Configure TAPI to prepare

for Communication Control
Toolkit 6.0
Configure the Symposium

TAPI Service Provider
database
Confirm that the services are

started
Configure the License

Manager
This is for a Knowledge
Worker (direct connect)
installation.
Configure the
Communication Control
Toolkit console
Add and import resources
Map resources
Verify the success of the

installation
Perform other

Contact Center
14 Contact Center Server requirements/ Contact Center Multimedia

Multimedia Microsoft Windows Technical Requirements and
installation and configuration Operating System
Configuration Guide
Verify server requirements

2003
Verify Internet Information

Service
Connect the server to the

LAN
Connect the modem

components
15 Contact Center Installation Contact Center Multimedia

Multimedia Installation and Maintenance
Install the Contact Center Guide
Multimedia and Outbound
server software
For E-mail and Outbound
capability, ensure that you
enable Open Queue during
the Contact Center Manager
Server software installation.

service updates

Contact Center
16 Contact Center Postinstallation configuration Contact Center Multimedia

Provide Local Users with Guide
Log on as a Service Right
Create shared location for

inbound and outbound
attachments
Update virtual folder

permission in IIS 6.0
Verify the Contact Center

Multimedia database
installation
Perform other
17 Contact Center Configuration of client PCs Contact Center Multimedia

Check the requirements for Guide
each client
Install .NET Framework on

client machines
Configure access to client

applications

Contact Center
18Contact Center Configuration of external Contact Center Multimedia

Multimedia components Installation and Maintenance
Guide
Configure phonesets on the
switch for each agent
Create a Windows user for
each agent
Configure the e-mail server
19 Contact Center Configuration of Contact Contact Center Multimedia

Multimedia Center Manager Server Installation and Maintenance
Guide
Enable Open Queue
Ensure the Communication

Control Toolkit server is
configured

Contact Center
20Contact Center Configuration of Contact Contact Center Multimedia

Multimedia Center Manager Installation and Maintenance
Administration server Guide
Refresh the Contact Center

Manager Server
Create the agent phonesets
Create required multimedia

skillsets
Create supervisors and agents
Create route points
Configure the sample

multimedia scripts
Add the Contact Center

Multimedia Server to Contact
Center Manager
Administration to allow
reporting

Contact Center
21Contact Center Configuration of Contact Center Multimedia

Multimedia Communication Control Installation and Maintenance
Toolkit server Guide
Import the agent phonesets to

the TAPI database
Import the contact center

users into Communication
Control Toolkit
Import the terminals and

addresses into
Toolkit
Import the Windows users

into Communication Control
Toolkit
Import the agent

workstations into
Toolkit
Map terminals to
workstations (optional)
Map users to addresses,

terminals, and contact center
users

Contact Center
22 Contact Center Configuration the contact Contact Center Multimedia

Multimedia types Installation and Maintenance
Guide
Understand the contact types
Log on to the Contact Center

Multimedia Administrator
Start the configuration tool
Update the E-mail Manager

service
23 Contact Center Set up the agents Contact Center Multimedia
Configure the administrators Guide
Start the client applications

Chapter 5
Licensing
In this chapter
Overview 120
Nodal and Corporate licensing 121
About the license file 126
Install License Manager 132
Licensing grace period 133
License Manager statistics 134
Other licensing 136

Licensing Standard 11.12
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.
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, 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.
You can install the License Manager on the Network Control Center (NCC)
server or a Contact Center Manager Server, based on the following rules:
If you are installing Contact Center components in a networked
environment with a NCC server, and you are using Corporate Licensing,
Nortel recommends that you install the License Manager on the NCC
server.
If you are installing Contact Center components in a networked
environment with an NCC server, and you are using Nodal Licensing, you
must install the License Manager on Contact Center Manager Server. The
NCC server must point to the Contact Center Manager node that has a
license for the NCC server.
If you are installing a single Contact Center Manager, install the License
Manager on the same server.
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. 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
servers: 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 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.
Interpreting the license file

Contact Center 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 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
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.
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 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 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 or Network Control

Center server
Use this installation of License Manager if you use the Contact Center Manager
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 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.
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.

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.
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.

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.

Chapter 6
Upgrade to Contact Center Manager
In this chapter
Upgrade and migration planning 138
Upgrade to Contact Center Manager Server 6.0 156
Upgrade to Contact Center Manager Administration 6.0 165
Upgrade to Contact Center Multimedia 6.0 172
Upgrade to Communication Control Toolkit 6.0 175

Upgrade to Contact Center Manager Standard 11.12
Upgrade and migration planning
This chapter provides general information required when planning an upgrade or

migration to Contact Center Manager 6.0. It, also, provides detailed upgrade
information for each of the four main applications:
Follow the detailed procedures in the appropriate document for each software
program.
For information about Contact Center Manager Server, see the Contact
For information about Contact Center Manager Administration, see the
Contact Center Manager Installation and Maintenance Guide.
For information about Contact Center Multimedia, see the Contact Center
Multimedia Installation and Maintenance Guide.
For information about Communication Control Toolkit, see the
Communications Control Toolkit Installation and Maintenance Guide.
For information about co-resident server, see the Contact Center Manager
Server Installation and Maintenance Guide for the co-resident server.
ATTENTION
SIP is supported in new installs only. SIP is not supported
in Symposium Contact Center Server 5.0 to Contact Center
Manager 6.0 upgrades or migrations.

January 2008 Upgrade to Contact Center Manager
Supported upgrades and migrations

The following diagram display supported upgrade and migration paths for
Symposium Call Center Server to Contact Center Manager Server and Contact
Center Manager Administration.
Migrations
Migrating from Symposium Call Center Server 4.2 to Contact Center Manager
Server 6.0 requires a change of operating system as the server is migrating from
Windows 2000 to Windows 2003.
Symposium Call Center Server 5.0 can be installed on Windows 2000 or
Windows 2003. If the Symposium Call Center Server 5.0 is running on Windows
2000, you are required to perform a migration. If not, you can perform a straight
upgrade. Migrations involve setting up a second machine.

Upgrades
Contact Center Manager Administration 6.0 is not compatible with Symposium
Call Center Server 4.2. Nortel recommends upgrading Symposium Call Center
Server 4.2 servers to Symposium Call Center Server 5.0 before Web Client 4.5 is
upgraded to Contact Center Manager Administration 6.0, if there are multiple
Symposium Call Center Server 4.2 servers administered by one Symposium
Web Client 4.5.
Migrating Classic Client data

If a you are running Classic Client and are migrating to Symposium Web Client
or Contact Center Manager Administration there two options:
Option 1: Migrate all the Classic Client Data to Web Client 4.5 and upgrade
to Contact Center Manager Administration 6.0. Follow this approach for
the following reasons:
The server is Symposium Call Center Server 4.2 and you want to
upgrade directly to Contact Center Manager Server 6.0.
Symposium Web Client 4.5 is already installed but not deployed to all
users.
Option 2: Migrate all the Classic Client data to Contact Center Manager
Administration 6.0. Follow this approach for the following reasons:
The server is Symposium Call Center Server 5.0 or the you plan to
upgrade to Symposium Call Center Server 5.0 prior to upgrading to
Contact Center Manager Server 6.0.
Symposium Web Client 4.5 is not deployed. If you install and deploy
Contact Center Manager Administration 6.0, agents do not need require
training on Web Client 4.5 and on Contact Center Manager
Administration 6.0.
Contact types
In an upgrade from Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0, contact types remain unchanged if you do not modify the
skillset name.
For example, you have a Symposium Call Center Server 5.0 system using EM_
in skillset naming convention, EM_Skillset. After you upgrade to Contact
Center Manager Server 6.0, EM_Skillset continues to be designated as a voice
contact type.

In an upgrade from Symposium Call Center Server 5.0 to Contact Center

Manager Server 6.0, using default contact types not supported. System upgrades
from Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0
cannot modify existing skillsets using default contact types that are not
supported.
For example. you have a Symposium Call Center Server 5.0 system using EM_
in skillset naming convent, EM_Skillset. After you upgrade to Contact Center
Manager Server 6.0, EM_Skillset cannot be updated if EM_ (default contact
type) is not supported.
TAPI/Communication Control Toolkit upgrades and migrations

Communication Control Toolkit 6.0 can only be installed on Windows 2003.
Therefore, any TAPI 3.0/Communication Control Toolkit 5.0 servers currently
running Windows 2000 must be migrated to a Windows 2003 machine. Any
TAPI 3.0/Communication Control Toolkit 5.0 servers running Windows 2003
can be upgraded.
After upgrading from Communication Control Toolkit 5.0 to Communication

Control Toolkit 6.0 the migration and upgrade service update must be applied
(CCT_6_PU_01.exe).
The following diagram displays the supported upgrade and migration paths for
TAPI and Communication Control Toolkit.

Compatibility matrix
The following tables list older Symposium Call Center Server components
compatibility with Contact Center Manager 6.0 components. A Y in the column
indicates the components are compatible. An N indicates the components are not
compatible.

SCCS/CCMS Clients
January 2008
Standby and Standby and License Classic CCM

SCCS SCCS R5 Replication CCMS R6 Replication NCC NCC NCC Manager Client GRTD SWC Server CCMA
R4.2 (Active) Server R5 (Active) Server R6 R4.2 R5 R6 6.0 4.0 3.5 4.5 Utility 6.0 6.0
SCCS R4.2 - - - - - Y Y N N Y Y Y N N
SCCS R5 (Active) - - Y - N N Y Y N Y Y Y Y Y
Standby and
Replication Server R5 N Y - N - - - - N Y Y Y N -
SCCS/CCMS CCMS R6 (Active) - - N - Y N N Y Y N N N Y Y
Standby and

Replication Server R6 N N - Y - - - - - N N N - -
NCC R4.2 Y N - N - - - - N Y N Y N N
NCC R5 Y Y - N - - - - N Y N Y Y Y
NCC R6 N Y - Y - - - - Y N N N Y Y
License Manager 6.0 N N N Y - N N Y - - - N - Y
Classic Client 4.0 Y Y N N N Y Y N - - - - - -
GRTD 3.5 Y Y N N N N N N - - - - - -
Clients SWC 4.5 Y Y N N N Y Y N N - - Y* - N*
CCM Server Utility 6.0 N Y N Y - N Y Y - - - - - -
CCMA 6.0 N Y - Y - N Y Y Y - - N* - Y*
* Refers to replicating functionality

Contact Center Manager compatibility
143
Communication Control Toolkit and Contact Center Multimedia

compatibility
SCCS/CCMS TAPI/CCT SWCP/CCMM

SCCS 4.2 SCCS 5.0 CCMS 6.0 TAPI 3.0 CCT 5.0 CCT 6.0 SWCP 4.0 CCMM 6.0
SCCS 4.2 - - - Y Y N Y N
SCCS/CCMS SCCS 5.0 - - - Y Y N Y N
CCMS 6.0 - - - N Y Y Y* Y
TAPI 3.0 Y Y N - - - Y N
TAPI/CCT CCT 5.0 Y Y Y - - - Y N
CCT 6.0 N N Y - - - N Y
SWCP 4.0 Y Y Y* Y Y N - -
SWCP/CCMM
CCMM 6.0 N N Y N N Y - -
* SWCP Converter SU is required.
Supported administration
The following diagram displays supported administration paths for previous
releases of Symposium Call Center Server and current releases of Contact
Center Manager in the same network.
The following items apply to supported administration:

Web client 4.5 and Classic Client can administer a Symposium Call Center
Server 4.2 and a Network Control Center 4.2.

Contact Center Manager Administration 6.0, Web Client 4.5, and Classic
Client can administer Symposium Call Center Server 5.0 and Network
Control Center 5.0.
Contact Center Manager Administration 6.0 can administer Contact Center
Manager Server 6.0 and Network Control Center 6.0, but cannot administer
Network Control Center 6.0 is compatible with Contact Center Manager
Server 6.0 and Symposium Call Center Server 5.0.
The following diagram displays an example of supported administration
with Contact Center Manager Administration 6.0.
A co-resident Contact Center Manager Administration can only administer its

own co-resident Contact Center Manager Server. It cannot administer any other
Contact Center Manager Server in the network. If the co-resident Contact Center
Manager Administration is replicating with other Contact Center Manager
Administration servers, a list of all the Contact Center Manager Servers is
displayed in the tree view but administration of the other Contact Center
Manager Servers is not supported.

In a configuration where:
there are multiple Symposium Call Center Server 4.2 servers administered
by Classic Client
and
you plan to have one Contact Center Manager Administration administer
multiple Contact Center Manager Servers
It is recommended that you follow these steps:

Upgrade each Symposium Call Center Server 4.2 to Symposium Call
Center Server 5.0.
Deploy Contact Center Manager Administration 6.0 in parallel with Classic
Client.
Migrate Classic Client data to Contact Center Manager Administration 6.0
and uninstall all Classic Clients.
Upgrade each Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.
This procedure provides time for you to migrate all Classic Client data
(historical reports, schedules, and so on) to Contact Center Manager
Administration 6.0 prior to upgrading the Symposium Call Center Servers to
Contact Center Manager Server 6.0. Also, the supervisors are not required to
learn both Symposium Web Client 4.5 and Contact Center Manager
Administration 6.0.
However, if you plan for each Symposium Call Center Server/Contact Center
Manager Server to be administered by one Symposium Web Client/Contact
Center Manager Administration, there are two options:
Option 1:
Install Contact Center Manager Administration 6.0
In one maintenance window, upgrade the Symposium Call Center

Server 4.2 to CCMS 6.0 directly and migrate all the Classic Client data.
The benefit of this option is the single upgrade from Symposium Call
Center Server 4.2 to Contact Center Manager Server 6.0 and
Symposium Web Client 4.5 is not required to be deployed. However,
note that this is only feasible if there is not a lot of data to configure on
Contact Center Manager Administration 6.0 to setup all the users.

Option 2:
Deploy Symposium Web Client 4.5 for each Symposium Call Center
Server 4.2 to allow for migrating the historical reports, schedules, and so
on from Classic Client to Symposium Web Client 4.5.
Upgrade each Symposium Call Center Server 4.2 and Symposium Web
Client 4.5 to Contact Center Manager 6.0 in the same schedule
maintenance window.
Option 3:
Upgrade each Symposium Call Center Server 4.2 to Symposium Call
Center Server 5.0.
Deploy Contact Center Manager Administration 6.0 in parallel with
Classic Client.
Migrate Classic Client data to Contact Center Manager Administration
6.0 and uninstall all Classic Clients.
Upgrade each Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.
The benefit of Option 1 is Symposium Web Client 4.5 and Symposium Call
Center Server 4.2 can be upgraded to Contact Center Manager 6.0 in one
maintenance window.
The benefit of Option 2 is Symposium Web Client 4.5 does not need to be
deployed prior to the upgrade to Contact Center Manager 6.0 if Classic Client is
in use.
Server Utility administration

The following diagram displays supported Server Utility administration paths.

Server Utility 6.0 can be co-resident with Contact Center Manager Server
6.0 and Network Control Center 6.0
A standalone or co-resident Server Utility 6.0 can administer Symposium
Call Center Server 5.0, Contact Center Manager Server 6.0, Network
Control Center 5.0, and Network Control Center 6.0.
Network Skills-Based Routing (NSBR)

The Network Control Center server must be the first server in the network to be
upgraded as Network Control Center 5.0 is not compatible with Contact Center
Manager Server 6.0.
NSBR is supported on SIP or Communication Server 2x00/DMS in Release 6.0.

However, Symposium Call Center Server 5.0 for Communication Server 2x00/
DMS does not support NSBR.
It is recommended that you upgrade all servers from earlier releases to

Symposium Call Center Server/Network Control Center 5.0 prior to upgrading
to Contact Center Manager Server/Network Control Center 6.0 as Network
Control Center 6.0 is compatible with Symposium Call Center Server 5.0 and
Contact Center Manager Server 6.0. Network Control Center 6.0 is not
compatible with Symposium Call Center Server 4.2.

Contact Center Manager Administration replication

The following diagram displays an example of Contact Center Manager
Administration servers replicating.
A co-resident Contact Center Manager Administration can replicate to a

standalone Contact Center Manager Administration server (see Site D in the
following diagram).
Upgrading with replication

If you have a number of Contact Center Manager Administration servers
replicating, you are required to stop replication before you can perform an
upgrade.
All replicating servers are required to be upgraded within the same
scheduled maintenance window.
Replication is not supported between Symposium Web Client 4.5 and
Contact Center Manager Administration 6.0.

Co-resident upgrades
On a co-resident machine the Symposium Web Client/Contact Center Manager
Administration software must be upgraded at the same time as the Symposium
Call Center Server/Contact Center Manager Server software. You cannot have
different versions of software on a co-resident machine. For example, you
cannot have Contact Center Manager Administration 6.0 and Symposium Call
Center Server 5.0 on the same machine.
The supported co-resident options are:

Symposium Web Client 4.5 and Symposium Call Center Server 5.0
Contact Center Manager Administration 6.0 and Contact Center Manager
Server 6.0
To perform a co-resident upgrade, see the Contact Center Manager Server

Installation and Maintenance Guide for the co-resident server.
Examples of customer configurations

Following are customer configuration example to see when planning upgrades.
Customer scenario 1
The following customer scenario includes TAPI 3.0 and Symposium Call Center
Server 5.0. Classic Client is used to administer Symposium Call Center Server
5.0.
Option 1 upgrade steps

1. Deploy Contact Center Manager Administration 6.0 and migrate all Classic
Client data to Contact Center Manager Administration 6.0.
2. Conduct the following upgrades and installs in the same scheduled
maintenance window:
upgrade TAPI 3.0 to Communication Control Toolkit 6.0
upgrade Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0
install License Manager
Option 2 upgrade steps

1. Deploy Contact Center Manager Administration 6.0 and migrate all Classic
Client data to Contact Center Manager Administration 6.0.
2. Upgrade TAPI 3.0 to Communication Control Toolkit 5.0.
3. Conduct the following upgrades and installs in the same maintenance
window:
upgrade Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0
install License Manager
All users must use Contact Center Manager Administration 6.0
exclusively after this upgrade.
4. In another scheduled maintenance window, upgrade Communication
Control Toolkit 5.0 to Communication Control Toolkit 6.0.
Steps 1 and 2 can occur in the same maintenance window.
Customer scenario 2
The following diagram displays a typical mixed network site. The customer has
three sites that are networked together.

Background on Site A
Symposium Call Center Server 5.0 server. The supervisors use Classic
Client to administer Symposium Call Center Server and Network Control
Center. Symposium Web Client 4.5 is installed on the site, but it is only
used by the Call Center administrator for training purposes.
Network Control Center 5.0
Web Client 4.5
ADD is not deployed
GRTD is deployed
Each supervisor computer has a number of user-created, user-defined
historical reports, scheduled assignments, custom real-time displays, and
user-created GRTD displays.
Background on Site B
Client to administer the Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
Background on Site C
Client to administer Symposium Call Center Server.
ADD is not deployed
GRTD is deployed
The customer purchased Contact Center Manager 6.0 with nodal licenses and
purchased the new Report Creation Wizard. The customer plans to upgrade all
sites to Contact Center Manager 6.0. The customer plans the implementation to
Contact Center Manager 6.0 by initially rolling out Contact Center Manager

Administration to supervisors on Site A before rolling Contact Center Manager

Administration out to supervisors at Site B and Site C. The customer carries out
nightly backups, but is concerned about what might happen if the call center is
down for a long period of time. The customer is considering introducing a form
of redundancy.
Steps to be performed
1. Ensure that all the Symposium Call Center Servers, switches, and the
Network Control Center are at an acceptable version of software and that
each are updated up to the correct level.
2. In this example, the customer has one Symposium Call Center Server
running Symposium Call Center Server 4.2. Upgrade this server to
3. Identify the user-created, user-defined historical reports, scheduled
assignments, custom real-time displays, and custom GRTD displays so that
the Classic Client data can be ported to Web Client.
4. Upgrade Symposium Web Client 4.5 to Contact Center Manager
Administration 6.0 on Site A. Administrators can administer the
Symposium Call Center Server 5.0 servers using Contact Center Manager
Administration 6.0. Supervisors at all sites who connect to the Network
Control Center and Supervisors who connect to Site A must identify and re-
create their user-created, user-defined historical reports, scheduled
assignments, custom real-time displays, and custom GRTD displays within
Contact Center Manager Administration 6.0. (Supervisors may start using
Symposium Web Client 4.5 prior to upgrading to Contact Center Manager
Administration 6.0 and start migrating the historical reports, scheduled
assignments, and real-time displays.)
5. After all the reports, real-time displays, and schedules are migrated for the
Network Control Center, upgrade to Network Control Center 6.0. Network
Control Center 5.0 is not compatible with Contact Center Manager Server
6.0. Network Control Center 6.0 is compatible with both Symposium Call
Center Server 5.0 and Contact Center Manager Server 6.0. Because the
customer bought nodal licenses, the Network Control Center requires a co-
resident License Manager.
6. Upgrade Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0. Because the customer bought nodal licenses, Contact Center

Manager Server requires a co-resident License Manager. Use the same

license file as the one used on the Network Control Center License
Manager.
7. The supervisors using Site B Symposium Call Center Server must migrate
to Contact Center Manager Administration 6.0.
8. After migrating the supervisors to Contact Center Manager Administration
6.0, upgrade the Symposium Call Center Server 5.0 at Site B to Contact
Center Manager Server 6.0.
9. The supervisors using Site C Symposium Call Center Server must migrate
to Contact Center Manager Administration 6.0.
10. After migrating the supervisors to Contact Center Manager Administration
6.0, upgrade the Symposium Call Center Server at Site C to Contact Center
Manager Server 6.0.
In this example, the Call Center administer may decide to migrate all the Classic
Client data to Symposium Web Client 4.5 prior to upgrading to Contact Center
Manager Administration 6.0. This decision must be made by each customer.
Some factors in making this decision are:

how many users are currently using Symposium Web Client 4.5
whether training is required in both Symposium Web Client 4.5 and
Contact Center Manager Administration 6.0 for many users
estimated amount of time required to migrate Classic Client data
time between the planned upgrade or migration to Contact Center Manager
Administration 6.0 and the planned upgrade or migration to Contact Center
Manager Server 6.0

Customer scenario 3
The following diagram displays a customer with three replicating Symposium
Web Client 4.5 at three separate sites. The customer wants to upgrade to Contact
Center Manager Administration 6.0.
Steps to be performed
If the customer wants to keep replication, a technician must be sent to each site
so that the upgrade can be performed within the same scheduled maintenance
window.
1. Inform all Symposium Web Client users to log out.
2. At each site, perform a full backup of the Symposium Web Client 4.5.
3. Stop replication at each site
4. Upgrade each site from Symposium Web Client 4.5 to Contact Center
Manager Administration 6.0
5. Restart replication at each site.

Upgrade to Contact Center Manager Server

6.0
This section describes supported upgrades to Contact Center Manager Server

and other important information to consider before you perform the upgrade.
For detailed upgrade procedures, see the Contact Center Manager Server
Supported upgrade paths in Contact Center

You can upgrade from the following releases of Symposium Call Center Server
to Contact Center Manager Server:
from Release 4.2 to 6.0
from Release 5.0 to Release 6.0
from Release 6.0 to 6.0
ATTENTION
Before you install the Contact Center Manager software, you
must read the Nortel Contact Center Manager Server
Technical Requirements and Operating System Configuration
Guide.
If you are upgrading servers in a network, you must upgrade Network Control
Center first because Network Control Center 5.0 is not compatible with Contact
Center Manager Server 6.0.

Upgrade from earlier releases

The following table lists the supported upgrade paths.
Release Action
1.5 Upgrade to Release 4.2, and then

upgrade from Release 4.2 to Release
6.0.
6.0.

6.0.
Upgrade on the same server versus upgrading to a new server
Upgrading on the same server

To upgrade from Symposium Call Center Server to Contact Center Manager
Server, plan for the server to be offline for 4 to 6 hours, depending on your
system and database size.
Upgrading to a different server

To upgrade from Symposium Call Center Server to Contact Center Manager
Server on a different server, keep the old server online while you install the
software on the new server. Take the server offline only after you perform the
database backup.
Upgrade 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.

Server requirements for Contact Center Manager Server

Before you upgrade to Contact Center Manager Server, ensure that the server
meets the requirements for Contact Center Manager Server.
Contact Center Manager Server is supported on any High Availability Platform

that has undergone compatibility testing with Contact Center Manager Server as
part of the Nortel Compatibility Test Program.
Restore 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 have to perform another migration.
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.
Deal 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 have 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
statistics files are stored in the file system for use on the migrated Contact
Center Manager.
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.
5 Bring the new Release 6.0 server online. The HDM service on Contact
Center Manager adds the interval file data to the Contact Center Manager
database. The call statistics are restored.
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
Contact Center Manager Server.
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.

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.
Perform upgrades on servers in a networking environment

If you are upgrading servers in a network, upgrade Network Control Center first
because Network Control Center 5.0 is not compatible with Contact Center
Manager Server 6.0. After this is complete, perform the following tasks:
On the Network Control Center server, add all the sites in your multisite
contact center using the Configuration (nbconfig) utility on the server. For
more information, see the Network Control Center Administrator’s Guide
(see the section titled “Configuring the communications database”).
After you complete the preceding step, you can perform upgrades on the
remaining servers in the network. To ensure that the Contact Center Manager
Server can continue to route calls to other sites after an upgrade, you must
perform the following tasks:
On the Network Control Center server, use the Configuration (nbconfig)
utility on the server to perform a force synchronization of the Address
Table for all the sites in your multisite contact center. For more information,
see the Network Control Center Administrator’s Guide.
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.
Performing 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

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 contact
type Skillset prefix Description Supported on
Voice none Default Voice Contact Open Queue-enabled

Type Contact Center Manager
Server
SIP-enabled Contact
E-mail EM_ Default CCMM e- Open Queue-enabled

mail Contact Type Contact Center Manager
Server
Web_Communication WC_ Default CCMM Web Open Queue-enabled

communication Contact Center Manager
Contact Type Server
Outbound OB_ Default CCMM Open Queue-enabled

Outbound Contact Contact Center Manager
Type 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 have to 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 will be 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.


Administration 6.0
This section describes supported upgrades to Contact Center Manager

Administration and other important information to consider before you perform
the upgrade.
For detailed upgrade procedures, see the Contact Center Manager

Administration Installation and Maintenance Guide.
Supported upgrade paths in Release 6.0

You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when
installed on a Windows Server 2003 platform to Release 6.0 of Contact Center
Manager Administration.
You must also ensure that you have installed the latest supported Service Pack
for Windows Server 2003 before upgrading to Contact Center Manager
Administration 6.0. For information about the service packs that have been
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 Symposium Web Client 4.5 SUS0601 v1 is supported by a Windows

2000/Advanced Server platform, you must migrate your Symposium Web Client
4.5 to a Windows Server 2003 platform before you can upgrade to Contact
Center Manager Administration 6.0.
If you have a release of Symposium Web Client prior to version 4.5, you must
upgrade to Symposium Web Client 4.5 SUS0601 v1 before upgrading to Contact
Center Manager Administration 6.0. For details about upgrading to Symposium
Web Client 4.5, see the Nortel Symposium Web Client 4.5 Planning, Installation,
and Administration Guide.

Upgrades compared to migrations

There is a difference between upgrading and migrating software, as outlined in
this section.
Upgrades
If you already have a version of the Symposium Web Client or Contact Center
Manager Administration software installed, and you want to upgrade to the next
release of the software on the same operating system platform, then you are
performing an upgrade of the software.
Migrations
If you have Symposium Web Client 4.5 SUS0601 v1 installed on a Windows
2000 Server/Advanced Server platform, and you want to install the Contact
Center Manager Administration Release 6.0 software, which is only supported
on Windows Server 2003, then you must migrate the data to a new computer that
has Windows Server 2003. This new computer must also have Symposium Web
Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to
Contact Center Manager Administration Release 6.0.
Similarly, if you have Symposium Web Client 4.5 SUS0601 v1 installed on your
current server and you want to upgrade to Contact Center Manager
Administration 6.0 on a new server, then you must migrate your data to the new
server either before or after you upgrade the software.
It is important that when you are migrating data, you install the same software
version and Service Update on the target server. For example, if you have
Symposium Web Client 4.5 with SU06 installed on the existing server, you must
install Symposium Web Client with SU06 on the target server.

Compatibility with Contact Center Manager Server and previous

versions of Symposium Call Center Server
When upgrading and migrating to Contact Center Manager Administration 6.0,
you must ensure that all servers are compatible.
Contact Center Manager Administration 6.0 is compatible with Symposium Call

Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager
Server 6.0 (or later).
Contact Center Manager Administration is incompatible with previous releases

of Symposium Call Center Server (that is, earlier than Version 5.0 with
SUS0504).
If you are installing Contact Center Manager Administration 6.0 on a co-resident

server, it can only be installed 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.
You can use Contact Center Manager Administration to administer a Release 5.0
Symposium Call Center Server in your network, but you cannot use Symposium
Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later).
To administer Contact Center Manager Server 6.0 (or later), you must upgrade
the Contact Center Manager Administration server to Release 6.0 of Contact
Center Manager Administration.

The following matrix shows the compatibility between Contact Center Manager
Server 6.0 (and previous versions) and Contact Center Manager Administration
6.0 (and previous versions).
Contact Center
Manager
Symposium Web Administration
Classic Client Client 4.5 6.0
Symposium Call Yes Yes No

Center Server
4.0
Symposium Call Yes Yes No

Center Server
4.2
Symposium Call Yes Yes Yes, with

Center Server limitations (see
5.0 SUS0504 Notes)
Contact Center No No Yes

Manager Server
6.0
Notes:
You can use Contact Center Manager Administration 6.0 to administer
Symposium Call Center Server 5.0 with the minimum update of SUS0504,
however not all of the features and functionality of Contact Center Manager
Administration 6.0 are available in this configuration. For example, the SIP
(Session Initiation Protocol), Universal Networking, and Open Queue
features are only available when Contact Center Manager Administration
6.0 is administering a Contact Center Manager Server 6.0. Additionally,
there are limitations for maximum number of script variables (20), and the
character limit on a script (30 000) when a Contact Center Manager
Administration 6.0 is supporting a Symposium Call Center Server 5.0
SUS0504.
Contact Center Manager Administration 6.0 is supported in the co-resident
configuration only with Contact Center Manager Server 6.0 (for example,

Contact Center Manager Administration 6.0 is not supported in a co-

resident configuration with Symposium Call Center Server 5.0).
Planning your upgrade

The following section describes common upgrade scenarios and the tasks that
you must perform to successfully complete an upgrade from Symposium Web
Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0.
Upgrade from Symposium Web Client 4.5 (SUS0601 v1) Windows

2003 to Contact Center Manager Administration 6.0 on the same
server
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to

2003 on server A to Contact Center Manager Administration 6.0 on
server B
Nortel does not support a direct migration from Symposium Web Client 4.5 on a
source server to Contact Center Manager Administration 6.0 on a new server.
That is, you cannot back up Symposium Web Client data on the source server
and restore that database backup to Contact Center Manager Administration 6.0
on a new target server.
You have two options for upgrading to Contact Center Manager Administration
6.0 in this scenario. Option 1 is recommended by Nortel because it lets you
maintain a fully operational Symposium Web Client on the source server while
you perform the upgrade on the target server.

Option 1 (recommended)
1. Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You
must also install the same Service Update level on the target server as is
installed on the source server.
2. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source
server to the target server using backup and restore.
3. Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1)
to Contact Center Manager Administration on the target server.
Option 2
to Contact Center Manager Administration on the source server.
1. Install Contact Center Manager Administration on the target server. You
must also install the same Service Update level on the target server as is
installed on the source server.
2. Migrate Contact Center Manager Administration data from the source
server to the target server.

2000 to Contact Center Manager Administration 6.0
In this scenario, you must use two servers because Contact Center Manager
Administration does not support a direct upgrade from Windows 2000/
Advanced Server to Windows Server 2003.
1. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows
2000 platform on the source server to a Windows 2003 platform on the
target server. You must also install the same Service Update level on the
target server as is installed on the source server.
to Contact Center Manager Administration on the target server.
Upgrade access classes and partitions

To support the new partition and user options, users created in Symposium Web
Client 4.5 need to be upgraded to function correctly in Contact Center Manager
Administration 6.0.

This is an automatic process and is integrated into the Contact Center Manager
Administration upgrade/install application.
The upgrade procedure is logged to the following location on the Contact Center
Manager Administration server:
Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
Timing
The following upgrade times provide guidance on the time required for software
upgrade.
Upgrade from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on the same server
Preinstallation (including operating system installation/configuration): 2.5 hours
Upgrading the Server Software: 30 minutes
Post upgrade: 1.5 hours
Upgrade from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on a new server
Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server)
Installing the Server Software: 30 minutes
Post installation: 1.5 hours
These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
DVD Drive: Internal IDE 8X DVD-ROM

Upgrade to Contact Center Multimedia 6.0
This section describes supported upgrades to Contact Center Multimedia and

other important information to consider before you perform the upgrade.
For detailed upgrade procedures, see the Contact Center Multimedia Installation
and Maintenance Guide.
Contact Center Multimedia server release 6.0 requires different operating

system, and application deployment technologies. If you want to upgrade the
database from the previous release, Symposium Web Center Portal Release 4.0,
you must install your Contact Center Multimedia software on a new server. You
cannot upgrade your Contact Center Multimedia software directly from a
previous installation.
The Contact Center Multimedia Technical Requirements and Operating System

Configuration guide outlines the requirements for the Contact Center
Multimedia server. If your current Symposium Web Center Portal Release 4.0
server currently meets the requirements for the Contact Center Multimedia
server and you do not want to keep data from Symposium Web Center Portal
Release 4.0, you can upgrade your current server to run Contact Center
Multimedia. You must erase all data, including the Operating System from the
server, and format the server according to the information provided in Contact
Center Multimedia Technical Requirements and Operating System
Configuration guide. No Symposium Web Center Portal Release 4.0 information
can remain on the server.
ATTENTION
After the data is migrated to the Multimedia database, you
cannot return to the previous release.

What you need

The following checklist contains the software and equipment you must have to
upgrade Contact Center Manager 6.0:.
Description Done
All tasks and procedures in the Contact Center Multimedia Technical ❑

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

The Contact Center Manager server is installed and operational for ❑
voice contacts. For more information, see the Contact Center Manager
The Contact Center Manager Administration server is installed and ❑

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

and TAPI is configured. For more information, see the Communication
Control Toolkit Installation and Maintenance Guide.
The name of the server and the location of the Symposium Web Center ❑
Portal database are identified, if required.
The Installer’s Road Map preinstallation checklist is completed and ❑

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

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

Timing
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 1
hour
Installing the Server Software: 30 minutes
Post installation: 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:
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.

Upgrade to Communication Control Toolkit 6.0
This section describes supported upgrades to Communication Control Toolkit

and other important information to consider before you perform the upgrade.
For detailed upgrade procedures, see the Communication Control Toolkit

Assumptions
An upgrade to Communication Control Toolkit assumes the following:The
switch is correctly installed, operational, and configured for use with the
Contact Center Manager server.
All client/server PCs are operational and running one of the following
versions of Windows:
Windows Server 2003 Standard Edition
Windows Server 2003 Enterprise Edition
All server PCs must use Microsoft TCP/IP.

The Nortel Server subnet is installed and operational.
If using Contact Center Manager in direct connect mode, the ELAN subnet
is installed and operational.
The License Manager is installed on the CCMS server or on a standalone
server.
Supported upgrade paths

Notes: You can upgrade to Contact Center Manager from TAPI Release 3.0 to
Communication Control Toolkit Release 6.0
The Contact Center Manager applications and TAPIapplication coexist on
the same computer. While it is not possible for more than one application to
control the same call, multiple applications may monitor a call owned by
another application. In this regard, no distinctions are made between the
Contact Center Manager and the TAPI application.
Nortel recommends that you make a backup copy of your m1spdb.mdb file
and store it in a safe location any time you perform an upgrade to

Symposium TAPI SP. Repeat the backup procedure after you complete the
upgrade.
Q Signaling (QSIG) Path Replacement and Trunk Anti Tromboning is not
supported in Communication Control Toolkit 6.0.
Upgrade requirements
This section provides an overview of the items you require to perform an
upgrade to Nortel Contact Center Manager Release 6.0.
Upgrade on the same server

To upgrade to Contact Center Manager on the same server, plan for the server to
be offline for between 4 to 6 hours, depending on your system and database size.
When you upgrade, you must ensure that the TAPI server is a stand-alone server.
You cannot upgrade a TAPI server that is currently running with Symposium
Agent.
Upgrade to a different server

To upgrade to Contact Center Manager on a different server, keep the old server
online while installing the software on the new server. Take the server offline
only after you have performed the database backup.
Server requirements for Contact Center Manager Release 6.0

Before migrating to Release 6.0, make sure the server computer for the Release
6.0 software meets the requirements for a Contact Center Manager Release 6.0
server.

Keycode requirements for migrating from TAPI 3.0 to Contact Center

Manager Release 6.0
You do not require a new keycode to upgrade from TAPI 3.0.Upgrade features
when performing an upgrade to Release 6.0
To add additional software features when installing Release 6.0, you can obtain a
new keycode that includes the new features, and use this keycode when you
configure the Release 6.0 server.
System keycode requirements

To add additional software features when installing Release 6.0, you can obtain a
new keycode that includes the new features, and use this keycode when you
configure the Release 6.0 server.
Perform upgrades on servers in a networking environment

If you are performing upgrades in the Contact Center Manager networking
environment, you must upgrade the Contact Center Manager server at each
node. You can upgrade a TAPI network one node at a time (if they are all on
TAPI 3.0).
Contact Center Manager supports backward-compatibility.
Upgrade scenarios
This section outlines the supported upgrade scenarios when installing
Communication Control Toolkit 6.0 on an existing system.
Upgrade from Communication Control Toolkit Release 5.0 to

Communication Control Toolkit Release 6.0 on Windows Server
2003
The installation of CCT 6.0 automatically detects and uninstalls the previous
installation of CCT 5.0. The original CCT 5.0 and TAPI configurations are
preserved but it is recommended that both the CCT and TAPI database files be
backed up prior to starting the migration process.

Upgrade from Communication Control Toolkit Release 5.0 on

Windows Server 2000 to Communication Control Toolkit Release 6.0
on Windows Server 2003
A server upgrade from Windows Server 2000 to Windows Server 2003 is
required prior to the installation of CCT 6.0. After Windows Server 2003 is
installed, the installation of CCT 6.0 can begin.
Upgrade from TAPI 3.0 to Communication Control Toolkit Release

6.0 on Windows Server 2003
The installation of CCT 6.0 will automatically detect the existing TAPI 3.1
installation and will present the option to upgrade to TAPI 6.0. It is
recommended that TAPI 6.0 be installed as part of the CCT 6.0 installation.
Upgrade from TAPI 3.0 on Windows Server 2000 to Communication

Control Toolkit 6.0 on Windows Server 2003
A server upgrade from Windows Server 2000 to Windows Server 2003 is
required prior to the installation of CCT 6.0. After Windows Server 2003 is
installed, the installation of CCT 6.0 can begin. The installation will
automatically detect the existing TAPI 3.0 installation and will present the
option to upgrade to TAPI 6.0. It is recommended that TAPI 6.0 be installed as
part of the CCT 6.0 installation.
Upgrade options
When you upgrade the Contact Center Manager server, you can choose one of
three possible installation options.
Contact Center
Components
TAPI 6.0
IVR-CTI 3.0
TAPI Connector
Switch
Communication Server 1000/Meridian 1 PBX

Supported functionality
CTI-enabled IVR ports
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between IVR, UUI (incoming only), legacy TAPI
clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI networkKnowledge

worker - direct connect
Components
TAPI 6.0
TAPI Connector
IVR-CTI 3.0 is not supported in direct connect mode.
Switch Connectivity
direct connect to CS 1000/Meridian 1
CTI-enabled agent desktops
legacy TAPI clients
call-attached data sharing between UUI (incoming only), legacy TAPI
clients, and Contact Center Manager clients
call-attached data networking in a Contact Center Manager/TAPI network
Self Service
Components
IVR-CTI 3.0Contact Center Manager components
Switch Connectivity
Avaya

CTI-enabled IVR ports
CTI-enabled agent desktop

Chapter 7
LinkPlexer general information
In this chapter
Overview 182
System requirements 183
Network architecture 185
Features 186
Considerations and limitations 191
X.25 versus TCP/IP 197

LinkPlexer general information Standard 11.12
Overview
This chapter gives a short overview of LinkPlexer 6.0. For detailed information,
see the Nortel LinkPlexer Installation and Configuration Guide.
LinkPlexer 6.0 is a Windows-based Contact Center application that enables

multiple applications to share the same communications session and
Communication Server 2x00/DMS resources. Each application operates as if it
were directly connected to the Communication Server 2x00/DMS. LinkPlexer
6.0 can connect to the Communication Server 2x00/DMS using the ICM
protocol (IP) or CompuCALL (X.25); however, applications connect to
LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0,
an application that does not support CompuCALL can communicate on the
CompuCALL/X.25 interface of Communication Server 2x00/DMS.
With LinkPlexer 6.0, applications can share Directory Number (DN) association
between different applications.
For example:
An Interactive Voice Response (IVR) application and Contact Center
Manager Server can share IVR voice ports. The IVR application controls
the ports while Contact Center Manager Server monitors and reports on
activity at the ports.
A softphone application, built using Communication Control Toolkit
(CCT), and Contact Center Manager Server can share agent positions. The
Contact Center Manager Server routes calls to and reports activity at the
agent positions while the softphone implements the agent capability.
A voice recorder and Contact Center Manager Server can share an agent
position. The Contact Center Manager Server monitors agent activity and
call routing at the position while the voice recorder uses the activity to
trigger recording.

January 2008 LinkPlexer general information
System requirements
A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows

Server 2003 operating system. The system is connected to a CS 2x00/DMS
switch.
See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest
hardware and software designed especially for the Windows Server 2003 family.
See the hardware manufacturer’s Web site to ensure that the operating system is
supported.
The minimum server requirements are as follows:

Intel Xeon 3GHz
Microsoft Windows 2003
512 MB RAM
18 GB storage
a security iButton (dongle) and keycode
a port (USB, parallel, or serial) for iButton adapter
one network interface card (NIC)
If LinkPlexer is co-resident with Communication Control Toolkit, two
NICs are required.
If you are using X.25 (CompuCALL), the following requirements are necessary:
two communication ports (only one is required for ICM)
an Eicon card
a pair of Motorola V.3600 modems
LinkPlexer 6.0 is supported on Windows Server 2003 operating system with the
service pack number indicated in the readme file.
LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing

hardware components.

TCP/IP requirements
To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements
To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations
To install LinkPlexer 6.0, you must have administrator rights on the local server.
The minimum switch requirements are:

MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:

pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply

Network architecture
The following diagram shows the general architecture of LinkPlexer 6.0.
The following diagram shows LinkPlexer 6.0, co-resident with Communication

Control Toolkit.

Features
This section describes the main features of LinkPlexer 6.0.
DN association sharing
Both CompuCALL and Intelligent Call Management (ICM) limit the association
of resources to a single session. Two host applications with simultaneous
CompuCALL/ICM application sessions established with a given switch cannot
have the same resource associated with the two sessions at the same time.
LinkPlexer 6.0 overcomes this limitation by propagating all resource messages

from the Communication Server 2x00/DMS to all clients.
For example, a dv-call-offered message from the Communication Server 2x00/

DMS is propagated to all applications and not just the client that originally
issued the
dv-dn-association request.
ICM application multiplexing

The Communication Server 2x00/DMS lets a resource be associated with only
one link session with the switch. LinkPlexer 6.0 enables ICM applications to
share, through TCP/IP, the same session and Communication Server 2x00/DMS
resources, and manages messages to and from the switch.
Connectivity of ICM client to CompuCALL

LinkPlexer 6.0 supports a single connection to the Communication Server 2x00/
DMS switch, either Ethernet TCP/IP or X.25. ICM-only applications can access
CompuCALL equipped systems through this connection. LinkPlexer relays
messages to the X.25/ICM link on the switch.

Messaging
LinkPlexer 6.0 tracks each message from an application to the Communication
Server 2x00/DMS. The initial response message is sent only to the sending
application. Event or unconfirmed type messages are broadcast to all connected
applications.
An application communicating with LinkPlexer 6.0 operates exactly as if it were

connected directly to the Communication Server 2x00/DMS.
DN association management
LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated
with each application (such as Contact Center Manager Server or
Communication Control Toolkit). This ensures that DNs and agent position IDs
associated with a particular agent/client connection are not disassociated by a
dv-Dn-Associate (delete) message being received from another application.
LinkPlexer 6.0 only forwards dv-DN-Associate (add) messages to the

Communication Server 2x00/DMS when the DN/agent position ID is not
currently associated by LinkPlexer. If it is already associated, LinkPlexer simply
sends a RETURN-RESULT message back to the requesting application.
LinkPlexer 6.0 only forwards dv-DN-Associate (delete) messages to the

Communication Server 2x00/DMS when the requesting application is the last
application referencing the DN/agent position ID. If another application is
currently referencing the DN/ agent position ID, a RETURN-RESULT message
is sent back to the requesting agent/client without forwarding the message to the
Communication Server 2x00/DMS.
When the last application disconnects, LinkPlexer 6.0 drops and reestablishes
the connection to the Communication Server 2x00/DMS. This guarantees
synchronization between the device list maintained by LinkPlexer 6.0 and the
devices acquired on the Communication Server 2x00/DMS link.

The Communication Server 2x00/DMS resources must be configured to
ensure uniqueness between DNs and agent positions IDs. The operation of
DN association management is not guaranteed for those DN and agent
positions that are not unique.

The define operation of the dv-DN-Association is not supported. Where the

define operation is used, LinkPlexer 6.0 does not guarantee DN association
management. Neither Contact Center Manager Server nor Communication
Control Toolkit use the define operation.
The management of CDN state (DEFAULT, CONTROLLED, REVERT TO
DEFAULT) is outside the scope of DN association management. All dv-set-
CDN-state messages are passed to the Communication Server 2x00/DMS
without being processed. Therefore, LinkPlexer 6.0 can permit an
application to take control of a CDN that is controlled by another
application.
Session management
Session management is carried out by LinkPlexer 6.0 and operates as follows:
On service startup, LinkPlexer establishes a connection with the switch and
starts a logon session by sending a dv-Appl-Logon message.
When the last application disconnects from LinkPlexer 6.0, the link
between LinkPlexer 6.0 and the Communication Server 2x00/DMS is also
disconnected. After a short period (less than 10 seconds), LinkPlexer 6.0
reestablishes the connection to the switch and restarts the logon session by
sending a dv-Appl-Logon message.
Client connection management

LinkPlexer 6.0 manages all application connections. An application connection
is any successful socket connection to LinkPlexer 6.0. Each connection uses one
LinkPlexer 6.0 license. The number of application connections is limited, by the
keycode, to 150.
LinkPlexer 6.0 maintains the integrity of the connection between the LinkPlexer
6.0 server and each connected application. This lets LinkPlexer 6.0 free the
license when an application disconnects.

Generation of dv-Set-Offhook-U on behalf of a softphone

With LinkPlexer 6.0, multiple applications can monitor and control devices on a
single link. With a direct connection to the Communication Server 2x00/DMS
(no LinkPlexer 6.0), the application always has knowledge of the operations
being performed on a device because the application is responsible for
instructing the Communication Server 2x00/DMS to perform the operation.
With LinkPlexer 6.0, an application can initiate an operation on a device that
negatively impacts another application on the link.
While this is a rare scenario, the situation can occur when using a
Communication Control Toolkit-enabled softphone. When a physical phoneset
is used to make the outbound call, the Communication Server 2x00/DMS sends
a dv-set-offhook-U message at the time the physical phone goes off-hook.
However, when Communication Control Toolkit is used to make the outbound
call, the dv-set-offhook-U message is not generated.
Contact Center Manager Server uses the off-hook message to update the real-
time display. The lack of data on the real-time display means that contact center
supervisors have insufficient information about an agent to differentiate between
agents who are Not Ready and agents who are on outbound calls.
LinkPlexer 6.0 generates a dv-set-offhook-U message when it receives a

RETURN-RESULT reply from the dv-make-call request. The message is sent to
all connected applications. For more information, see the Nortel LinkPlexer
Installation and Configuration Guide.
Benefits
The main benefits of LinkPlexer 6.0 are:
Migration—LinkPlexer 6.0 facilitates the introduction of Nortel
applications (such as Contact Center Manager Server) into existing
customer CompuCALL or ICM-based networks without the need to
displace the existing applications.
Connectivity—LinkPlexer 6.0 provides conversion of ICM to X.25 and
vice versa, allowing ICM-only applications to be used with existing
CompuCALL links.

Compatibility—LinkPlexer performs no protocol conversion. Applications

conforming to the NIS Q218 CompuCALL/Meridian SCAI Interface
Specification can work in a LinkPlexer integrated environment.

Considerations and limitations
This section describes supported co-residency configurations involving

LinkPlexer.
In a co-resident configuration with LinkPlexer and Contact Center Manager

Server, there is no order of installation dependency. For example, LinkPlexer
can be installed before or after the Contact Center Manager Server installation.
Note that LinkPlexer has a separate folder on the installation DVD.
Co-residency
The following table illustrates the co-resident support of LinkPlexer 6.0 and
Contact Center Manager Server. For more information, see the Nortel
LinkPlexer Installation and Configuration Guide.
Windows NT Windows 2000 Windows 2003
SCCS 5.0 No No Yes
LinkPlexer 1.2 Yes Yes No
CCMS 6.0 No No Yes
LinkPlexer 6.0 No Yes Yes
Windows 2000 is supported for existing customers only.
LinkPlexer 6.0 does not require a Windows 2003 service pack. However, Nortel
recommends that you install Service Pack 1 and all hot fixes to ensure full
security of the server.

The following table shows co-residency support for LinkPlexer 6.0 and other
Nortel applications.
LinkPlexer 1.2 LinkPlexer 6.0
SCCS 5.0 Yes Yes
CCMS 6.0 No Yes

Contact Center Standby No No
Server
ICM TAPI Driver 1.1 Yes Yes

CCT 6.0 No No
PERI ICM 2.1 No No
Symposium Agent 2.3 No No
LinkPlexer 6.0 does operate with PERI ICM 2.04 and Symposium Agent 2.3,
but cannot be co-resident with either.
Nortel recommends that you install LinkPlexer 6.0 on a separate server for the
following reasons:
Reliability—You can make changes to co-resident applications without
affecting the status of their link to the switch. This lets contact center
activity continue for other applications in the solution.
Troubleshooting—Diagnosis of issues is limited to LinkPlexer. Other
applications conflicting with the operations of LinkPlexer software do not
have to be eliminated.
For pertinent startup information, see the Nortel LinkPlexer Installation and
Configuration Guide.
ATTENTION
LinkPlexer 6.0 and LinkPlexer 1.2 can co-reside; however,
there is no advantage to such a configuration. Nortel
recommends that you install LinkPlexer 6.0 only and uninstall
any previous versions.

Application considerations
Applications connected to LinkPlexer 6.0 must cooperate in controlling
common resources:
A race condition can result if two applications attempt to change the state of
the same device at the same time.
One application should control the device, others should only monitor
events at the device. This is particularly applicable to controlling CDNs.
Only one application should attempt to control an individual CDN.
The applications must also be tolerant of receiving events related to resources

with which the application is not previously associated for the following
reasons:
The impact of receiving these unexpected events is determined through
testing the application in a LinkPlexer 6.0 environment.
Applications can still get events on devices they have disassociated.
Applications receive messages about resources that other applications are
monitoring.

Limitations
LinkPlexer 6.0 has the following known limitations:
X.25 bandwidth Enhanced Multi-Protocol Controller (EMPC) interface
limited to 19,200 bps
This is actually a Communication Server 2x00/DMS limitation, rather than
a LinkPlexer limitation.
512 invoke IDs
invoke IDs are shared between applications
LinkPlexer supports a maximum of 512 invoke IDs in either direction
LinkPlexer can run out of invoke IDs if switch latency is long
This is actually a Communication Server 2x00/DMS limitation, rather than

a LinkPlexer limitation.
Remote Alarm Monitoring is not supported
Engineering guidelines
Nortel does not recommend connecting more than 10 applications to LinkPlexer
6.0.

Application Continuity Test
Contact Center Manager Server and LinkPlexer applications both support an

application invoked continuity test. This is sent by Contact Center Manager
Server or LinkPlexer applications to the switch and the switch responds.
This continuity test is initiated from the opposite direction of a switch invoked
continuity test, but performs the same function from the perspective of the
application. In the case of a Contact Center Manager Server to Communication
Server 2x00/DMS switch, the continuity test interval is 60 seconds. In the case
of LinkPlexer to the switch, you can configure the interval. The default is 600
seconds. It is not mandatory to have both a switch continuity test and an
application continuity test running.
Switch continuity test configuration with X.25

The SCAICOMS table indicates what links are waiting for a call request and
who the link is expecting the call request from. Nortel recommends that you
configure the continuity audit interval (AUDINTVL) to ensure that the check is
not performed more that once every 15 minutes.
LINKSET SCAILINKS OPTIONS
LAB8MPC1 X25 (MPC (0 3 111111111 0 0 0 0 SVC) $)$ MN CR N
(ENHASSOC 100) (CONTAUD Y 15 5 10 N)$
Switch continuity test configuration with TCP/IP

The SCAICOMS table defines a linkset for use by a switch computer application
interface (SCAI) group. This table sets the type and address of the host
application.

Most of Contact Center sites use the TCP host type. The IP address in this table
must match the IP address of the host application. If it does not, the switch does
not allow logon. With the Enhanced Association (ENHASSOC) feature, a
maximum of 100 CDNs can be acquired on this link and associated with a
particular ACD group or DN. Nortel recommends that you configure the
continuity audit interval (AUDINTVL) so that the check is not performed more
that once every 15 minutes.
LINKSET SCAILINKS OPTIONS
NORTEL TCP 47 104 99 88 N (ENHASSOC 100) (CONTAUD Y 15 5 10
N) $

X.25 versus TCP/IP
The interface provided with the Communication Server 2x00/DMS switch

determines whether you use X.25 or TCP/IP. The solution preference is to use
TCP/IP rather than X.25 for performance and other reasons.
Linkplexer X.25 modem support

Nortel recommends you use the X.25 modems as part of a Contact Center 6.0
Communication Server 2x00/DMS solution.
The minimum requirements for the modem are:

Synchronous data support
Compliance with the connectivity requirements for the Communication
Server 2x00/DMS switch
Minimum data rate of 19,200 baud is recommended
Data rates of 9,600, 19,200 and 48,00 baud are supported
Data rates of 14,400 and 36,000 baud are not supported
Nortel recommends the following modems for typical X.25-based application

environments:
Motorola V3600
GDC VF28.8
Specific configuration parameters for the recommended modems are included in

the LinkPlexer 6.0 Installation and Configuration Guide.
You can use an alternate modem if it meets the minimum requirements. If you
cannot achieve satisfactory performance with an alternate modem, Nortel can
advise you on reverting to one of the recommended options.

Modem configuration notes

The LinkPlexer 6.0 Installation and Configuration Guide. incorporates detailed
information on configuration of Communication Server 2x00, Eicon card with
LinkPlexer, and modems.
It is important that configuration parameters match across the overall

configuration.
Data rate of 19,200 baud is the only recommended rate since it is considered
optimum with respect to speed, delay, and link messaging throughput.
Connectivity requirements for Communication Server 2x00/ DMS

The CompuCALL application utilizes the EMPC card (resident on IOC) to
support X.25 data links. With direct connections, the EMPC transmits
CompuCALL data through a synchronous modem, and then through a loop to
the customer premise. Link speeds of 9.6, 19.2, and 64 Kbps are supported.
Also, CompuCALL works over an X.25 packet network. In this configuration,

you must analyze the performance requirement to ensure that adequate
throughput and acceptable delays are provided for CompuCALL messages.
For modem interface specifications, see the equipment vendor documentation.
Meridian cabinet cabling restrictions (X.25/V.35)

When providing for MERIDIAN SCAI on Meridian Cabinets, X.25 is the
interface available for engineering the link from the DIO in the MCEX cabinet
to a modem card in the MCGM cabinet. Bulkhead and wiring restrictions
between the two cabinets (MCEX/MCGM) exclude the use of V.35 in this
configuration.
The NT1X89 EMPC CP is located in the MCEX DIO. A cabling interface

connects the EMPC to a rack mounted modem in the MCGM cabinet. A tip and
ring cable link the modem in the MCGM to MDF cross connect point for
customer modem or device.

If a V.35 interface is required, the EMPC must interface a standalone modem.

The modem must be powered from an AC power outlet through an isolation
power inverter
Supported configurations for X.25

X.25 supports two configurations:
A direct connection using a modem eliminator (or null modem) for
distances of 50 feet or less.
A normal modem connection for distances greater than 50 feet. The
following figure shows the X.25 connection configuration to LinkPlexer
6.0.
The supported modem is the Motorola V.3600 modem. For further information
about specifications and configuration, see the V.3600 modem user guide,
located at http:// www.arcelect.com (you can also use
http://www.motorola.com for reference).
For more information and procedures for the following, see the Nortel
LinkPlexer Installation and Configuration Guide:
Configuring an X.25 connection
Configuring a TCP/IP connection
Installing the Eicon X.25 card

Capacity engineering
These tables list the capacity engineering limits for ICM (IP) and X.25.
ICM (IP) Capacity Engineering

The following table lists the ICM (IP) capacity engineering limits.
ICM Engineering limits Recommended GA limits
Active agents CPH (calls per Active agents CPH

hour)
3000 60,000 3350 55,000

See Note 1 and 2 See Note 2
4500 90,000
See Note 1 and 3 See Note 3
Note 1: #ICM _agents = ICM_BHCAs * (#agents_CAs per CA)/(# BH

agent_CAs per agent) where #agents_CAs per CA = 1 and BH agent_CAs per
agent = 20
Note 2: This assumes 10 percent AUXCPU and call model of Simple Screen
Pops without Redirects.
Note 3: This assumes 15 percent AUXCPU and call model of Simple Screen
Pops wihtout Redirects.
Note 4: Based on current maximum load tests on the Communication Server

1000 platform.

X.25 Capacity Engineering

The following table lists the X.25 capacity engineering limits.
CompuCALL engineering limits Recommended GA limits

See Notes 1 and 2 See Note 3
X.25 baud rate Active agents CPH Active agents CPH

(bps)
19200 1300 46,000 800 14,00
See Note 1
Note 1: Nortel recommends 19,200 bps. This is considered optimum with

respect to speed, delay, and link messaging throughput.
Note 2: Each X.25 link is engineered at 0.4 Erlang.
Note 3: There is an existing reference site at ~ 800 agents/16,000 CPH.


part 2
Server and operating system
requirements

Standard 11.12

Chapter 8
General requirements
In this chapter
Overview 206
Server naming requirements 207
Third-party software requirements 208
Operating system updates 211
Hardware requirements 213
Technical support 215

General requirements Standard 11.12
Overview
All requirements in this section of the document are applicable to the full list of
Contact Center applications:
Contact Center Manager Network Control Center
Contact Center Manager Standby Server
Contact Center Outbound
Contact Center Manager LinkPlexer
Contact Center co-resident configurations
The term Contact Center applications is used to refer collectively to all the
applications in the previous list. The term Contact Center application is used to
refer generically to any item in the previous list.
Media Application Server (MAS) is not platform vendor independent.
Contact Center applications can be installed on servers that:

1. meet the minimum hardware specifications outlined in this document
2. are included on Microsoft's Compatibility List for Windows 2003 at
www.microsoft.com
3. meet the operating system and third-party software guidelines outlined in
this document
4. meet any other guidelines specified in this document
The content of this part in the Nortel Contact Center Manager Planning and
Engineering Guide is identical to the content of the Nortel Contact Center
Server and Operating System Requirements Guide. This separate guide is
created for easy reference when determining contact center requirements.

January 2008 General requirements
Server naming requirements
Server names must adhere to RFC 1123 (Requirements for Internet Hosts)
which specifies that a host name must adhere to the following:
Only characters a - z, A - Z, 1 - 9 can be used in a host name
The underscore character (_) and dot character (.) cannot be used
Spaces and hyphens in the host name are not supported
Host names must be 6 to 15 characters in length
Fully qualified domain names must not exceed 255 characters.

Third-party software requirements
Due to the mission-critical, real-time processing performed by Contact Center

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

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

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

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

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

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

policy of performing validation of these products to ensure co-residency with
our server application products. The current suite of antivirus products Nortel
has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust antivirus software

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

Operating system updates
Operating system updates includes service updates and service packs.
Service updates
Given the number of operating system security service updates and the
complexity inherent in any network, Nortel recommends that you create a
systematic and accountable process for identifying and applying service updates.
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 service updates
into a library, then system administrators or the contact center administrator
must fulfill this role. In addition to these guidelines, whenever possible, Nortel
recommends that you follow Microsoft recommendations regarding newly
discovered vulnerabilities and that you promptly install any security service
updates issued by Microsoft.
Whenever possible, Nortel incorporates the latest operating system security
recommendations and service updates in an integrated solutions testing strategy
during each test cycle. However, due to the urgent nature of security service
updates when vulnerabilities are discovered, Nortel recommends that customers
follow Microsoft guidelines as they are issued, including any Microsoft
installation procedures and security service update rollback processes that may
be in place.
Finally, you must make a full system backup before updating the system to
ensure that a rollback is possible, if required.
If a Contact Center application does not function properly after you apply a
Microsoft security service update, you must remove the service update and
revert to the previous version of the application (from the backup you made
before applying the service update). For added security, always check to see if
Nortel verified the Microsoft service update for its compatibility with Contact
Center Manager.

For more information about updating, see Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes Compatibility List on Nortel
(www.nortel.com).
Service packs
Nortel has a policy is to implement co-residency testing of all new Operating
Service Packs for compatibility with our suite of Contact Center applications as
soon as they are available. In practice, because a service pack may contain a
significant amount of new content, Nortel requires that customers wait until
compatibility testing is complete before the you apply the service pack. Note
that operating system service packs are typically tested with the latest Contact
Center application SU and, therefore, an upgrade to a new service pack
necessitates an upgrade to the latest Nortel SU.
Before uploading a new service pack it is imperative that a full system backup is
completed (for system rollback as in the updating scenario).
ATTENTION
Service pack compatibility for all Contact Center applications
is documented in Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List on the
Nortel Web site at www.nortel.com.

Hardware requirements
The following sections describe the hardware requirements for all servers.
RAID (Redundant Array of Disks)

Nortel strongly recommends that all Servers contain a RAID-1 (type 1)
controller. The Redundant Array of Independent Disks (RAID) technology
provides disk data redundancy as well as error detection and correction. RAID 1
is the solution highly recommended by Nortel for extra flexibility in providing
technical support.
Software-RAID (as offered by Microsoft) is not supported.
Uninterruptible Power Supply

The use of an Uninterruptible Power Supply (UPS) with a server is permitted. A
UPS provides the following benefits:
Reduction in data loss—A UPS shuts down the server gracefully if an
interruption in AC power occurs. A graceful shutdown prevents data
corruption and reduces the risk of data loss.
Reduction in power dips and spikes—The UPS regulates AC power
supplied to the server.
Data backups that are running at the time of shutdown are unusable.
UPS requirements
Provides at least 10 minutes of power to stop all services and shut down the
server.
Fits physically within the workplace.
Impacts environment minimally.
Applies power to the server when line voltage reaches a stable state.
Recharges before powering up the server if the server is down for a long
time.
Is compatible with the operating system running on the server.

Meets all local regulatory requirements.

For the European market, the UPS must generate a pure sine wave AC
waveform.
Has hot-swappable batteries.
Replacement or capacity upgrades of the batteries must not interrupt
service.
Connects to the server through a serial port (not COM1 or COM2) on the
server platform or through a network card, depending on the
implementation.
Does not affect the Contact Center application software. UPS software
must not replace software or drivers installed on the server with different
versions.
Install only the basic software functions necessary for UPS operation.
Do not install advanced features as they can impact the Contact Center
application software.
If you install Smart UPS software on the server, it must conform to the
guidelines listed in this document for third-party utilities. The
documentation, testing, and support of server shutdown and startup with
UPS software must be carried out by the provider of the UPS solution.

Technical support
All hardware diagnostics are the responsibility of the hardware vendor. Check
with the manufacturer instructions and recommendations before you perform
any hardware-related procedure.
It is the distributor or end user's responsibility to verify the selected server. This
verification includes the following before you install and configure a Contact
Center application:
ensure the Platform Vendor Independent system conforms to specifications
as listed in this guide
install the operating system
ensuring it is functional—for example, the server starts up correctly, can
connect to the network, and so on
The distributor or end user must make an effort to rule out hardware faults
before escalating issues into Nortel. During problem diagnosis, Nortel GNTS
may ask for test reports carried out on Platform Vendor Independent hardware,
or it may be necessary to request the removal of certain software utilities if it is
deemed necessary as part of the investigation process.
Nortel provides support for the installation and configuration of a Contact

Center application and answers questions about the configuration of the
operating system and pcAnywhere. Note that you can use the Remote Desktop
Connection feature in Windows as an alternative for remote support access tool
instead of pcAnywhere.


Chapter 9
In this chapter
Disk partitioning requirements 224
Operating system requirements 226
Platform compliance check utility 233

Contact Center Manager Server Standard 11.12
Contact Center Manager Server release 6.0 offers significant new functionality
to consider when choosing a platform to run the Contact Center Manager Server
application software. In particular, some of the new features include:
License Manager—Provides the central administration and control of all
6.0 keycoded features across Contact Center Manager Server, Contact
Center Multimedia, and Communication Control Toolkit components.
Universal Networking—Provides networking of calls between different
switch types
Open Queue—Primary usage is to enable multimedia contact center in
conjunction with the Contact Center Multimedia component. If you are
installing Contact Center Multimedia, you must enable Open Queue.
The following specifications provide guidelines regarding platform types and the
level of functionality supported. These specifications are for standalone
configurations only. For co-resident configurations, see Chapter 13, “Co-
residency.”
Use the Contact Center 6.0 CapTool (Capacity Tool) to determine the platform
size required for a contact center configuration.
ATTENTION
The hardware specifications detailed in this section are for
general guidance only.
Carry out a detailed analysis of your contact center capacity
requirements using the CapTool before you decide on the
specifications for your PVI server for such items as CPU
speed, RAM size, and disk space.
The CapTool is a software utility you download from the
Partner Information Center Web site (www.nortel.com/pic).
Home > Technical Support > Contact Center Manager Server
> Tools

January 2008 Contact Center Manager Server
The following table lists the hardware requirements for Contact Center Manager
Server (standalone configuration only).
Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
Configuration Voice Only Multimedia/ Important: If you are

Configuration Outbound/ installing Contact Center
This minimum Universal Multimedia, Open Queue
configuration Networking must be enabled and you
supports a contact This typical must provision 2 GB of
center with less than configuration RAM.
600 agents and with supports a contact
the following center with less than
functionality 600 agents and with
enabled. the following
Size: < 600 functionality
agents, <12,000 enabled:
calls per hour Size: < 600
(CPH) agents, <12,000
License Manager: CPH
Yes License Manager:
Open Queue: No Yes
Universal Open Queue: Yes
Networking: No Universal
Networking: Yes

Hardware
CPU Intel-based CPU, Intel-based CPU, Pentium IV, Intel Xeon

Dual Xeon 2 GHz Dual Xeon 2.8 GHz. (32- and 64-bit), Dual
core Xeon and Intel
Xeon DP are supported.
Dual- and quad-CPU
machines are supported
with or without
Hyperthreading enabled.
Non-supported
processors include: Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
RAM 1 GB 2 GB Use Microsoft

recommendations for swap
file size 1.5 GB RAM up to
a limit of 4 GB.
Hard disk 40 GB of logical disk 40 GB of logical disk RAID-1 is recommended

space space (80 GB of space (80 GB of for all disks on the shared
physical disk space physical disk space SCSI bus to eliminate disk
with RAID-1) with RAID-1) drives as a potential single
source for hardware
failures.
Hard disk See “Disk partitioning requirements” on page 224 for this information.
partitioning
Hard disk type SCSI or SATA SCSI or SATA IDE drives not supported.
At this time, a SAN
(Storage Area Network)
configuration is not
supported.

Hardware
Hard disk 7200 RPM > 7200 RPM

speed
DVD ROM one DVD ROM drive one DVD ROM drive Drive letter must be E.
Minimum speed is 4X.
Serial port one serial port (for one serial port (for Additional serial ports are
See Note 2. modem access) or modem access) or required if you want to use
USB port (if using USB port (if using Access Link for Meridian
USB modem) USB modem) Mail or a serial UPS. You
must use COM2 for the
Access Link. Also, a serial
port is an option for
security device connectivity
Parallel port not required not required
Network one network one network ELAN subnet must be 10/

interface interface card with interface card 100 Mb/s Ethernet.
the ELAN subnet (Network Control The Nortel server subnet
connected to the Center only requires facing network interface
Nortel server subnet one network card must be 100 Mb/s
through one router. interface card) Ethernet.
for legacy isolated Only Ethernet supported.
ELAN subnet, two Token Ring ring not
network interface supported.
cards required
(Network Control
Center only requires
one network
interface card)
Video card one video card and one video card and 800 x 600 pixels minimum
monitor monitor resolution

Hardware
Keyboard one keyboard one keyboard
Mouse one mouse one mouse
Modem one external modem one external modem 33.6 KB/s minimum for
remote technical support.
USB modems are
supported.
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 remote directory or remote directory backup data for the
complete database on a
single backup tape.
Hardware compression
techniques can be used if
necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility

List for Windows Server 2003. For a complete list of compatible hardware
devices, see the Microsoft Web site (www.microsoft.com).
Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ
must be set to 4. 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). Any further
troubleshooting and hardware diagnostics are the responsibility of the hardware
vendor.
CPU use
For optimal performance, average CPU use must not exceed 50 percent over an
interval of 15 minutes.

RAID controller
For RAID requirements, see “RAID (Redundant Array of Disks),” on page 213.
Additional requirements for Contact Center Manager Server

Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is
supported on Contact Center Manager Server.
You can implement RAID 5 with Contact Center Manager Server; however,
RAID 1 is the solution highly recommended by Nortel because the RAID 1
provides maintenance personnel with extra flexibility in providing technical
support. Other RAID levels are not supported. Any RAID-specific issues must
be addressed by the RAID vendor.

For Uninterruptible Power Supply (UPS) requirements, see “Uninterruptible
Power Supply,” on page 213.
High availability
Testing with the 4x00 family of Stratus servers is planned, but not completed
when this version of the document was published. Check Helmsman
(www.nortel.com/helmsman) for the latest version of this document to review an
updated statement of compliance.
You can install Contact Center Manager Server on the Stratus 3300, if the 3300
version meets the generic PVI requirements in this document.

Disk partitioning requirements
The following table provides detailed information about partitioning a server to

meet the requirements of Platform Vendor Independence. The minimum and
recommended partition sizes are provided.
Drive Minimum Recommended Maximum

letter size size size Notes
A 1.44 MB 1.44 MB N/A Floppy drive A.

C 12 GB 16 GB Limited only NTFS partition on disk 0. This
by the must be partitioned as the
operating Primary partition. The Windows
system 2003 operating system is
installed here.
D 8 GB 16 GB Limited only Additional NTFS partition

by the on disk 0 or an NTFS
operating partition on a different disk.
system This must be partitioned as a
logical drive within an
extended partition, because
this partition is not used for
start-up.
Server is installed here.
This is the location of the
trace logs.
E N/A N/A N/A DVD ROM drive
F 4 GB 32 GB 32 GB Drive F and additional drives are

used to store the database.
Partitioned sizes on all database drives must be in increments of 1 GB

(equivalent to 1024 MB).

Drives F through U must be partitioned as logical drives within extended

partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions
must be x GB in size, where x can range from 4 GB to 32 GB, in
increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the
same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server)
to Release 6.0 on the same server, you must move the paging file from
partition C to partition D. This move is required only if the C drive partition
is smaller than 24 GB. If the drive partition is already 24 GB or larger, the
paging file can be maintained on the C drive.
It is possible to locate the C drive, D drive, and database partitions on the
same hard disk, if required, as long a sufficient disk space is available.
However, you may want to keep the database and the Contact Center
Manager Server application on different hard disks as it is possible to
upgrade each of these components separately.
Nortel does not guarantee the support for future Windows 2003 Server
Service Packs, which may require larger disk space.
See the Contact Center Manager Server Installation and Maintenance Guide for
additional information regarding disk partitioning.
Note the following for precise size definitions:

1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes

Operating system requirements
The following table provides the operating system compatibility for Contact
Center Manager Server.
International versions Minimum service pack

Operating system supported required
Windows Server 2003 English Latest service pack tested by

Release 2, Standard Edition, Japanese Nortel is the recommended
32-bit minimum. See the Contact
See Note 1 Traditional Chinese Center Portfolio Service
See Note 2 Packs Compatibility and
Security Hotfixes
Windows Server 2003 English Applicability List
Release 2, Enterprise Japanese
Edition, 32-bit
Traditional Chinese
See Note 1
See Note 2
Windows 2000 Server Not supported

Datacenter
Windows Server 2003 Not supported

Datacenter Edition
Windows Server 2003 Web Not supported

Edition
Note 1: The 64-bit version is not supported.
Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese

require specific SUs to account for double-byte characters.

Operating system installation and configuration

Contact Center Manager Server runs on the Windows Components installed by
default in Windows Server 2003 as a standalone server, with the following
exceptions:
The Simple Network Management Protocol (SNMP) service must be
installed on your server. Installation enables you to use an SNMP
management system for remote monitoring. This service is not installed by
default, so you must select it while installing or configuring the operating
system.
The Internet Information Service (IIS) must not be installed. If it is
installed, it degrades the server's performance. This service is installed by
default, so you must remove it while installing or configuring the operating
system.
When Contact Center Manager Server is used in a Communication Server
1000/Meridian 1 environment, you must disable all time synchronization
features of the operating system to avoid potential call processing outages.
See “Configuring the server for daylight savings” on page 227.
Do not install additional services on your server that are not installed by default
or covered in this document.
See the Contact Center 6.0 Security Guide for detailed guidelines about
operating system configuration, available on the Partner Information Center Web
site (www.nortel.com/pic).
Configuring the server for daylight savings

When Contact Center Manager Server is used in the Communication Server
1000/Meridian 1 environment you must disable all time synchronization features
on the operating system to avoid potential call processing outages.
Note: Do not apply the steps if you are using Contact Center Manager Server in
the Communication Server 2X00/DMS environment or when you are using a
Network Control Center server.
If you are using a Communication Server 1000/Meridian 1 switch, you must

perform the following steps:

1 Click Start > Control Panel > Date and Time.

Note: When you select the Internet Time tab in the Date and Time
Properties dialog box and click OK without making changes, it sets the
startup type of the Windows Time service to Automatic.
2 Click the Time Zone tab.
3 Clear the Automatically adjust clock for daylight saving changes check
box.
4 Click the Internet Time tab.
5 Clear the Automatically synchronize with an Internet time server check
box.
Note: If you perform step 2 after step 4, you will set the startup type of the
Windows Time service to Automatic.
6 Click OK.
Disabling the Windows Time service

If you are using a CS 1000/DMS switch, also disable the Windows Time service
to stop it from running and then attempting to synchronize the CCMS server
with a time source.
1 Click Start > Administrative Tools > Services.
2 In the right pane, double-click Windows Tree.
3 On the General tab, in the Service Status area, click Stop.
4 From the Startup type list, select Disabled.
5 Click Apply to save your changes.
6 Click OK.
7 Close the Services window.
Microsoft security hotfixes

You must ensure that you are running your server with the most current
Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List (available from Nortel Technical

Support Web site) for the list of applicable Microsoft security hotfixes that
should be applied.
Backup the entire server, then shut down all Contact Center services before
you apply any Microsoft security hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.

The following sections describe the third-party software requirements for

Third-party backup software

There are two types of backup on Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Third-party backup software is used only for full (offline) backups. To create a
full backup, you must use a third-party backup utility such as Microsoft backup
utility. See the third-party documentation for information about the full backup
procedure, and to the Contact Center Manager Server Installation and
Maintenance Guide for information about procedures that you must complete
before you perform a full backup. If you use a third-party backup utility, it must
comply with the general third-party software guidelines specified in “Third-
party software requirements” on page 208.
All Contact Center Manager Server services, including the Sybase database SQL
server, must be shut down before you perform a full backup. Even though some
third-party backup utilities can provide an online backup of all files, including
the Sybase database, Contact Center Manager Server does not support an online
backup from these third-party backup utilities.
You must use the utility included with Contact Center Manager Server to
perform all other database backups due to proprietary functions called upon
during the backup routine. See the Contact Center Manager Server Installation
Nortel recommends performing a daily database backup.

Antivirus software
Several maintenance tasks are automatically activated on Contact Center
Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at
an off-midnight time. Similarly, active virus scans must be disabled when you
perform diagnostic traces or logs on the server.
For Contact Center Manager Server, Nortel recommends that you exclude the
following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
<additional database drive>:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\logs
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan
Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
Simple Network Management Protocol (SNMP) alerting on virus

confirmation
Nortel does not recommend that you activate this feature.

pcAnywhere
Nortel requires that pcAnywhere be installed on the Contact Center Manager
Server to provide remote support. A version of pcAnywhere host-only software
is shipped with Contact Center Manager Server. Compatibility of pcAnywhere
versions and the Contact Center Manager Server release are provided in the
following table.
pcAnywhere host- Symposium Call Center Server/ pcAnywhere client

only version Contact Center Manager Server compatibility
10.5 Symposium Call Center Server 4.2 11, 10.x, 9.x, 8.x
11.01 Symposium Call Center Server 5.0 11.01, 10.x, 9.x,
11.5 Contact Center Manager Server 6.0 11.x
Nortel does not supply the pcAnywhere client with its host-only version of
pcAnywhere.
Note that you can use the Remote Desktop Connection feature in Windows as an
alternative for remote support access tool instead of pcAnywhere.

Platform compliance check utility
To check whether a particular server meets the basic requirements for Platform
Vendor Independence, run the Platform Compliance Check utility on the server
after the operating system is installed and the drives are partitioned. Platform
Compliance Check utility is included on the Server Application DVD containing
the Contact Center Manager Server software. It generates warnings and
suggestions when the server under test does not satisfy the minimum or
suggested requirement.
Use the Platform Compliance Check utility in conjunction with the guidelines
stated in this document. Even if the utility passes a system, some error
conditions can exist.


Chapter 10

Administration
In this chapter
Server hardware requirements 236
Client hardware requirements 242
Platform compliance check utility 250

Contact Center Manager Administration Standard 11.12
Server hardware requirements
The following tables provides the minimum supported hardware requirements

for Contact Center Manager Administration and for the associate client machine.
ATTENTION
> Tools
These specifications are for standalone configurations only. For co-resident

configurations, see Chapter 13, “Co-residency.”

January 2008 Contact Center Manager Administration
The following table lists the hardware requirements for the Contact Center
Manager Administration server (standalone configuration only).
Hardware
CPU Intel-based CPU 2.8 GHz Single Xeon Pentium IV, Intel Xeon
(Xeon or Pentium or Pentium IV. (32- and 64-bit), Dual
IV), 2 GHz Note that Contact core Xeon and Intel
Center 6.0 CapTool Xeon DP are supported.
must be used to Dual- and quad-CPU
determine machines are supported
appropriate CPU with or without
required. Hyperthreading enabled.
Serial attached SCSI
disks are supported.
Non-supported
(IA 64), and AMD
processors.
RAM 1 GB 2 GB Microsoft recommendation

for swap file size 1.5 x
RAM up to a limit of 4 GB
Hard disk 20 GB of physical 40 GB of physical Disk space is required for

space disk space disk space (80 GB of historical reports saved to
physical disk space disk.
with RAID-1) See Note 2.
Hard disk No specific No specific

partitioning partitioning partitioning
requirements requirements

Hardware
Hard disk type SCSI, SATA or IDE SCSI or SATA At this time, a SAN
supported.

speed
Floppy drive Not required Not required If a floppy disk drive is

installed, it must be A.
DVD ROM one DVD ROM drive one DVD ROM drive
Network one network one network The Nortel server subnet

interface interface card interface card facing network interface
card must be 100 Mb/s
Ethernet.
Video card one video card and one video card and 1024 x 768 minimum

Modem 33.6 KB/s minimum 33.6 KB/s minimum

for remote technical for remote technical
support support
Backup/ Backup system for Backup system for

Restore Active Directory and Active Directory and
Microsoft Access Microsoft Access
database backups can database backups can
be to network shared be to network shared
drive. drive.



Note 2: The hard disk space requirement of 20 GB minimum can be explained

as follows. These are approximate figures and vary from contact center to
contact center:
Windows Server 2003 operating system (with a virtual memory of 512 MB
x 1.5), including operating system service updates, the page file, and so on:
minimum 4 GB.
Third-party software, such as antivirus software and pcAnywhere, plus the
Contact Center Manager Administration application software: minimum 2
GB.
Historical report storage (based on a contact center with 45 supervisors,
each with 300 MB of storage): minimum 14 GB. (If less storage is required,
you can reduce the minimum disk space to less than 20 GB.)

There are no specific guidelines or restrictions regarding the number or size of

the disk partitions for Contact Center Manager Administration server. Each
Contact Center must decide upon its own capacity requirements depending on
how the software components are installed.
For example, there can be separate disk partitions for the operating system, the
application software, and the shared folders that are required for exporting
historical reports, or everything can be installed and configured on the same disk
partition.
Nortel recommends that you install the operating system and Contact Center
Manager Administration on an NT File System (NTFS) partition because File
Allocation Table (FAT) partitions do not support security.
Note the following guidelines for disk partitioning based on disk size
requirements:
The minimum hard disk space requirement of 20 GB can be explained as
follows. These are approximate figures and vary from contact center to
contact center:
Windows Server 2003 operating system (with a virtual memory of 512
MB x 1.5), including operating system service updates, the page file,
and so on: minimum 4 GB.
Third-party software, such as antivirus software and pcAnywhere, plus
the Contact Center Manager Administration application software:
minimum 2 GB.
Historical report storage (based on a contact center with 45 supervisors,
each with 300 MB of storage): minimum 14 GB. (If less storage is
required, you can reduce the minimum disk space to less than 20 GB.)

Client hardware requirements
The following table lists the hardware requirements for Contact Center Manager
Administration client. See Notes following table.
Hardware Supported Recommended

item minimum minimum Additional information
CPU Intel-based CPU - Intel-based CPU - Pentium IV, Intel Xeon

Pentium II 300 Mhz Pentium III 733 Mhz (32- and 64-bit), Dual
core Xeon and Intel
Dual- and quad-CPU
with or without
Non-supported
(IA 64), and AMD
processors.
Operating Windows XP, Windows XP,
System Windows 2000 Windows 2000
requirements professional, and professional and
Windows Vista, or Windows Vista, or
co-resident with the co-resident with the
Contact Center Contact Center
Manager Manager
Administration Administration
server on Windows server on Windows
2003 server. 2003 server.
RAM 128 MB 256 MB

Hardware Supported Recommended

item minimum minimum Additional information
Hard disk 4 GB 40 GB 40 GB is recommended

space only when the user wants to
store large reports locally.

Hard disk type IDE/SCSI Bus for IDE/SCSI Bus for

hard drives hard drives

speed
Floppy drive Not required Not required If a floppy drive is installed,

it must be letter A.
Network one network one network Nortel recommends that

interface interface card interface card you use a network interface
card that is 100 Mb/s
Ethernet.

Serial ports one serial port (if one serial port (if
connection of the M1 connection of the M1
Data Extraction Tool Data Extraction Tool
to the M1 switch to the M1 switch
using a serial port is using a serial port is
required) required)

This specification is applicable to the Supervisor Client machine but can also be
applied to computers that run Agent Desktop displays.
CPU use
For optimal performance, average CPU use on both the Contact Center Manager
Administration server and the client must not exceed 70 percent over an interval
of 15 minutes.
RAID controller

High availability

Server operating system

The following tables lists the operating system requirements for Contact Center
Manager Administration server.
International versions
Operating system supported Minimum service pack

Release 2, Standard Edition, French Nortel. See the Contact
32-bit Center Portfolio Service
See Note 1 German Packs Compatibility and
Japanese Security Hotfixes
Traditional Chinese Applicability List.
See Note 2
Windows Server 2003 English

Release 2, Enterprise French
Edition, 32-bit
See Note 1 German
Japanese
Traditional Chinese
See Note 2

Datacenter Edition
Edition
Note 2: Language packs for Contact Center Manager Administration for French,
German, Japanese, and Traditional Chinese are currently available on the DVD.

Application server operating system installation and configuration

Contact Center Manager Administration runs on the Windows Components
installed by default in Windows Server 2003, with the following exceptions:
Windows Server 2003
Microsoft Windows Server 2003 with Internet Information Services
(IIS)
Simple Network Management Protocol (SNMP)
Sybase Open Client v.12.5 (required for the Historical Reporting and
Contact Center Manager components—supplied by Nortel)
The Web client application does not flag event log alarms as SNMP
traps. However, you can configure the server to send SNMP traps at an
operating system level. The SNMP service is not installed by default, so
if it is required, select it while installing or configuring the operating
system.
Recommended for diagnostics

Nortel recommends the following programs for diagnostics:
Microsoft Internet Explorer 6.0 or later
Windows 2003 ADSI Edit

Client operating system

The following tables lists the operating system requirements for Contact Center
Manager Administration client.
supported
Operating system See Note 1. Minimum service pack
Windows 2000 Professional English SP4

French
German
Japanese
Traditional Chinese
Windows XP Professional English SP2

French
German
Japanese
Traditional Chinese
Windows Vista Business English

Windows Vista Enterprise English
Windows 2003 Standard English Latest service pack tested by

Edition French Nortel. See the Contact
Center Portfolio Service
German Packs Compatibility and
Windows 2003 Enterprise English

Edition French
German
Japanese
Traditional Chinese

Note 1: The client operating system must be of the same language family as the
Contact Center Manager Administration server.
Client operating system installation and configuration

The following components are required on the Contact Center Manager
Administration client machine:
Microsoft Internet Explorer 6.0 or later
Microsoft Excel 2000 Service Release 1a or later (for configuration
component only)
SOAP Client 3.0 (included on the installation CD)

Microsoft patches.
should be applied.

The following sections describe the third-party software requirements for the
Contact Center Manager Administration server.
Antivirus software
For antivirus software requirements, see “Additional guidelines for use of
antivirus software,” on page 209.
pcAnywhere
Nortel requires you to install pcAnywhere on the server to provide Contact
Center Manager Administration support through a dial-up modem. Contact
Center Manager Administration supports pcAnywhere version 11.5

Platform compliance check utility
Compliance Check utility is included on the product DVD. It generates warnings
and suggestions when the server under test does not satisfy the minimum or
Note: Use the Platform Compliance Check utility in conjunction with the
guidelines stated in this document. Even if the utility passes a system, some
error conditions can exist.
Contact Center Manager Administration install

During the installation of the application server, Platform Compliance Check
utility checks for the following software:
Windows Server 2003
IIS with SMTP
Microsoft Active Directory Application Mode (ADAM)
Sybase Open Client v12.5 (required only for Historical Reporting)
Agent Desktop Display

During the installation of Agent Desktop Display, Platform Compliance Check
utility checks for AP 3.0
Contact Center Manager client

At the login screen, Platform Compliance Check utility checks for the following
software:
Internet Explorer 6.0 or later
True dbGrid Pro (Clients using scripting)
SOAP 3.0



Chapter 11
Contact Center Multimedia—

Outbound, E-mail and Web
communications
In this chapter
Client hardware requirements 262

Contact Center Multimedia—Outbound, E-mail and Web communications Standard 11.12
Contact Center Multimedia server acts as the server platform for Outbound, e-
mail, and Web communications media types. This server is deployed in addition
to the Contact Center Manager Server, Contact Center Manager Administration,
and Communication Control Toolkit requirements.
You must install the Windows Server 2003 Language Pack to read some e-mail
attachments. For detailed instructions, see the Contact Center Multimedia
Contact Center Multimedia software runs Microsoft Windows Server 2003

Software Standard edition or Enterprise Edition. Other versions of Windows
Server 2003 are not supported.
This server runs Microsoft Windows Server 2003 Software Standard Edition or
Enterprise Edition. Other versions of Windows Server 2003 are not supported.
After you install the Contact Center Multimedia/Outbound

components, you must change to the US English locale to run
. Contact Center Multimedia on Windows 2003 Server
Enterprise Edition or Windows 2003 Server Standard Edition.
For information about changing the locale in Windows 2003
Server, see the Contact Center Multimedia and Outbound

January 2008 Contact Center Multimedia—Outbound, E-mail and Web communications
ATTENTION
> Tools

The following table lists the hardware requirements for the Contact Center
Multimedia server.
Hardware
Configuration For example, Lab Configuration 1:

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

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

(Xeon or Pentium Intel-based CPU, (32- and 64-bit), Dual
IV), 2 GHz. Xeon 2.8 GHz core Xeon and Intel
Configuration 2:
Dual- and quad-CPU
Intel-based CPU, machines are supported
Dual Xeon 2.8 GHz with or without
Pentium IV D: TBD
Non-supported
processors include:
Pentium III, Intel
(IA 64), and AMD
processors.
RAM 2 GB 2 GB To ensure adequate cache

can be provided for the
Database, a minimum of 2
GB of RAM is required for
the Portal Server in a live
traffic environment.

Hardware
Hard disk 20 GB of physical Recommend 40 RAID-1 is

space disk space GB of logical disk recommended for all
space (80 GB of disks on the shared
physical disk SCSI bus to eliminate
space with disk drives as a potential
RAID-1) single source for
20 GB or greater hardware failures.
of logical disk Partition drives
space for according to the
Operating system, requirements in this
Contact Center document.
Multimedia
application
software, and
attachment
storage.
20 GB or greater
of logical disk
space for
database.
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
application, database covers this requirement.
software, and
attachments, and the
second physical drive
for the database
partition.

Hardware
partitioning
Hard disk type IDE, SCSI or SATA SCSI or SATA A SAN (Storage Area
Network) configuration is
not supported.
speed
Floppy drive Not required Not required If a floppy drive is installed,

it must be A.
DVD ROM one DVD-ROM one DVD-ROM Recommended drive

drive or access to a drive or access to a letter is E.
network-based DVD network-based DVD Minimum speed is 4x.
drive drive
Serial ports one serial port (for one serial port (for Additional serial ports are
modem access) modem access) required if you want to use
a serial UPS.
See Note 2.
Parallel port Not required Not required

interface interface card (Nortel interface card (Nortel facing network interface
server subnet) server subnet) card must be 100 Mb/s
Ethernet.
The Contact Center
Multimedia server MUST
be on the same Nortel
server subnet as the Contact

Hardware
Video card one video card and video card and 800 x 600 pixels minimum


support support
Backup/ Backup system for Backup system for For the tape drive option,
or networked share or networked share backup data for the
single backup tape.
necessary

Note 2: 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.
Standby server
The Contact Center Multimedia server has a warm standby server, or Standby
server, used for shadowing the Caché database and providing a quick recovery if
the primary server fails.

The Contact Center Multimedia database for the Standby server must be
installed on the same drive letter as on the Primary server. The Standby server
receives Contact Center Multimedia database updates asynchronously so it does
not affect the performance on the Primary server.
The Standby server is an optional licensed component that shadows the Contact
Center 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.
The requirements for the Contact Center Multimedia Standby server are the
same as the Contact Center Multimedia server.

Client hardware requirements
Contact Center Agent Desktop and Outbound Campaign Management Tool are
clients for the Contact Center Multimedia server.
Contact Center Agent Desktop is used by Agents to handle contacts—inbound

and outbound voice, e-mail, and Web communications interactions are handled
through this client.
Outbound Campaign Management Tool is accessed through the Contact Center

Manager Administration Web browser and is used by supervisors or
administrators to create outbound campaigns and load them into the Contact
Center Multimedia server for execution.
Contact Center Agent Desktop and Outbound Campaign Management Tool use
the .NET Framework v1.1 with .NET Framework Service Pack 1. After .NET
Framework and service updates are installed, further deployments of the clients
is through Microsoft Internet Explorer URL or SMS deployment.
Contact Center Agent Desktop and Outbound Campaign Management Tool

require TCP/IP network access back to the Contact Center Multimedia, Contact
Center Manager Administration, and Communication Control Toolkit servers—
100 Mb/s connectivity is recommended. For specific network traffic between
Contact Center Agent Desktop and Contact Center Multimedia server and
Outbound Campaign Management Tool and Contact Center Multimedia server,
see the Contact Center Multimedia Installation and Maintenance Guide.

The following table lists the hardware requirements for Contact Center Agent
Desktop and Outbound Campaign Management Tool.
Hardware Supported Typical

item minimum configuration Additional information

Pentium II 300 Mhz Pentium III 733 Mhz (32- and 64-bit), Dual
core Xeon and Intel
Dual- and quad-CPU
with or without
Non-supported
(IA 64), and AMD
processors.
Operating Windows 2000 Windows 2000 .NET Framework 1.1 is

system Professional, Professional, included in Microsoft
requirements Windows XP Windows XP Office or you can download
Professional, Professional, it free of charge from
Windows Vista Windows Vista www.microsoft.com. The
Business or Business or .Net Framework Service
Windows Vista Windows Vista Pack 1 is available from
Enterprise Enterprise www.microsoft.com.
.NET Framework .NET Framework Internet Explorer is
v1.1 with .NET v1.1 with .NET required for URL
Framework Framework deployment. If Internet
Service Pack 1 Service Pack 1 Explorer is not used, clients
Internet Explorer Internet Explorer can be deployed through
5.0.1 or later 5.0.1 or later SMS or other preferred
deployment method.
RAM 128 MB 256 MB

Hardware Supported Typical

item minimum configuration Additional information
Hard disk 4 GB > 4 GB

space

Hard disk type IDE/SCSI Bus for IDE/SCSI Bus for

hard drives hard drives
speed
Floppy drive Not required Not required If installed, floppy drive

letter must be A.
DVD ROM Not required Not required
Network one network one network 100 Mb/s Ethernet

interface interface card interface card recommended.
Video card one video card and video card and 800 x 600 pixels minimum
Keyboard one keyboard keyboard

Mouse one mouse mouse
Serial ports Not required Not required
CPU use
For optimal performance, average CPU use on the Contact Center Multimedia
server must not exceed 50 percent over an interval of 20 minutes.
RAID controller


High availability

This section describes partitioning for the Contact Center Multimedia Server.
The partitioning of the Customer Interface server is beyond the scope of this
document, but be careful to align with the partitioning requirements of the Web
Server and (optional) Servlet Engine deployed on the Customer Interface server.
See the Web Server and Servlet Engine documentation for requirements.
Primary and Extended partitions

The operating system resides on the C partition. If there is only one physical
disk on the server you are installing, all other partitions (D, F, G, and so on) must
be Logical drives within an extended partition. This requirement also applies
where a RAID configuration presents one disk to the operating system. See the
documentation provided with the operating system for details.
The following table lists the recommended Contact Center Multimedia server
partitions.


operating Primary partition. Windows
system 2003 Server and pcAnywhere
are installed here.
You can use the Remote
Desktop Connection feature in
Windows as an alternative for
remote support access tool
instead of pcAnywhere.


D 8 GB 16 GB Limited only An additional NTFS partition on

by the disk 0 or an NTFS partition on a
operating different disk. This partition is
system used to store the attachment
folders. When the NTFS
partition is created on disk 0, the
disk must be partitioned as the
first logical drive in an extended
partition.
The Contact Center Multimedia
software (plus required third-
party software such as Cache
and Java Runtime Environment)
is installed on this partition.
E N/A N/A N/A DVD ROM
F 20 GB 32 GB Limited only Database and attachments

by the partition. Additional NTFS
operating partition on disk 0 or an NTFS
system partition on a different disk.
When the NTFS partition is
created on disk 0, the disk must
be partitioned as the second
logical drive in an extended
partition. The Contact Center
database is installed here.
Do not put the attachment folder on the C partition. When the attachment
folder is full, the folder size affects the total operation of the entire system.
The minimum total system disk space for the database is 20 GB. This is
critical for the F partition.
The maximum hard disk space for database partitions is 64 GB (65,536
MB).

Contact Center Multimedia is supported on the following operating systems.

Release 2, Standard Edition, Traditional Chinese Nortel. See the Contact
Japanese Packs Compatibility and
See Note 1
See Note 2 Security Hotfixes
Applicability List.
Release 2, Enterprise Traditional Chinese
Edition, 32-bit
Japanese
See Note 1
See Note 2
Note 2: For Traditional Chinese and Japanese, the US English locale must be
used.

Microsoft patches.
should be applied.

Contact Center Multimedia server.

If you plan to back up your Contact Center Multimedia across the network, be
aware that disk capacity affects the speed of the back up and restore. To reduce
the speed of a database back up or restore, follow disk capacity requirements on
the remote locations. See the Contact Center Multimedia Installation and
Maintenance Guide for further details.
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 2000 Server or Windows Server
2003.
The drive partition for the remote directory must be NTFS.
The directory you use for the backup needs enough space available to hold
the backup files.
Network requirements
The following are network requirements for Contact Center Multimedia:
The remote computer must be on the same network as the Contact Center
Multimedia server.
The network connection must 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 may take longer than planned.

Antivirus software
Contact Center Multimedia interfaces to an external e-mail system and enables
agents to send attachment files from their computers to the Contact Center
Multimedia server. Both these methods of retrieving data are potential sources of
software infection.
Nortel recommends the following guidelines for antivirus software:

Antivirus software must be installed on the e-mail server to ensure that
problems are caught at source.
Agent computers needs antivirus software installed to ensure that
attachments sent to the Contact Center Multimedia server do not have a
virus. Contact Center Multimedia does not block specific attachment file
types. Third-party antivirus software must be installed on the Portal Server
according to guidelines in this document for such utilities.
Exclude the Contact Center Multimedia partition from being scanned.
If firewalls on individual computers are enabled on the Contact Center
Agent Desktop computer, the Report Listener may be flagged as trying to
access the Internet. The properties must be configured to allow access for
the Report Listener to Contact Center Multimedia through the firewall.
You must not enable the Microsoft Updater to Auto-Run. Microsoft
Updater is set to alert level. This allow you to schedule updates for off-peak
hours.
WARNING
Running a Virus Scan on the Contact Center Multimedia
.
attachment folder, which contains thousands of files, can use up
significant proportions of the CPU time on a server and can cause
drastic slowdown in agent's response times. Nortel recommends
that such scans, if necessary, be run during off-peak hours.
pcAnywhere
Nortel requires that pcAnywhere be installed on the server to provide Contact
Center Multimedia support through a dial-in modem. With Contact Center
Multimedia, the version shipped is pcAnywhere 11.5. The pcAnywhere
application is shipped on the Contact Center Manager suite DVD.



Chapter 12
In this chapter

Communication Control Toolkit Standard 11.12
With Communication Control Toolkit three standalone configurations are

possible:
Contact Center/Self-service installation—Used when Communication
Control Toolkit is deployed in a Nortel Contact Center environment.
Knowledge Worker (Direct Connect) Installation—A non-Contact
Center installation, used where Communication Control Toolkit connects
directly to the PBX and provides functionality to knowledge workers.
Self Service installation—Typically used in an environment where a
non-Nortel PBX is used, but integration with the Nortel Self Service
portfolio is still a requirement.
ATTENTION
> Tools
These specifications are for standalone configurations only. For co-resident

configurations, see Chapter 13, “Co-residency.”

January 2008 Communication Control Toolkit
The following table lists the hardware requirements for Communication Control
Toolkit (standalone configurations only).
Hardware Supported Recommended Additional

item minimum minimum information
Configuration Note that this Knowledge Worker

specification is the (Direct Connect)
absolute minimum Installation:
and may not be Maximum
capable of running Performance
larger configurations. specification—2000
See the agents, 36,000 calls
recommended per hour (CPH) with
minimum no data or 1600
requirements, which agents, 24,000 CPH
provide details on with data attached
agent size and call Self Service
rate capability. Installation:
Maximum
Performance
Specification—480
IVR ports, 16,000
CPH
Contact Center/Self
Service Installation:
Maximum
Performance
Specification—2000
agents, 36,000 CPH
with no data or 1600
agents, 24,000 CPH
with data attached
480 IVR ports,
16,000 CPH


CPU Intel-based CPU Knowledge Worker Pentium IV, Intel

(Xeon or Pentium (Direct Connect) Xeon (32- and 64-
IV), 2 GHz Installation: bit), Dual core Xeon
Intel-based CPU, and Intel Xeon DP
XEON single 2.8 are supported.
GHz or greater Dual- and quad-CPU
Self Service machines are
Installation: Intel- supported with or
based CPU, XEON without
single 2.8 GHz or Hyperthreading
greater enabled.
Contact Center/Self Serial attached SCSI
Service Installation: disks are supported.
Intel-based CPU, Non-supported
DUAL XEON 2.8 processors include:
GHz or greater Intel Celeron, Intel
Itanium (IA 64), and
AMD processors.
RAM 2 GB 2 GB
Hard disk 20 GB of physical 40 GB of logical disk

space disk space space (80 GB with
RAID-1)
Hard disk 20 GB of physical 20 GB of physical disk

partitioning disk space space
Hard disk type IDE, SCSI or SATA IDE, SCSI or SATA A SAN (Storage Area
Network) configuration
is not supported.
Floppy drive Not required Not required If a floppy drive is

installed, it must be
letter A.


DVD ROM one DVD ROM one DVD ROM

Serial ports not required not required
Parallel ports not required not required
Network one network one network interface ELAN subnet must be

interface interface card for card for Contact Center/ 10/100 Mb/s Ethernet.
Contact Center/Self Self Service Installation The Nortel server subnet
Service Installation one network interface facing network interface
In a Knowledge card with the ELAN card must be 100 Mb/s
Worker (Direct subnet router connected Ethernet.
Connect) to the Nortel server The binding order of the
environment, two subnet (in a Knowledge network interface cards
network interface Worker environment) is important. The Nortel
cards may be When deploying in Self server subnet card is
required if the ELAN Service Installation first, and then ELAN
subnet is not mode with non-Nortel subnet.
connected to the PBXs, check network
Nortel server subnet interface Requirements
through a router. with the appropriate
When deploying in PBX Vendor.
Self Service
Installation mode
with non Nortel
PBXs, check
network interface
Requirements with
the appropriate PBX
Vendor.
Video card one video card and one video card and 800 x 600 pixels
monitor monitor minimum resolution


Modem Modem installation Modem installation

interferes with the interferes with the
Communication Communication Control
Control Toolkit. Do Toolkit. Do not install a
not install a modem. modem.
Note: Minimum and maximum paging file size is 2 GB.
CPU use
CPU use with all applications running and under peak traffic load must not
exceed an average of 70 percent. This CPU limit applies to both standalone and
co-resident configurations.
RAID controller

Additional requirements for Communication Control Toolkit

Nortel supports only the manual shutdown and startup of the TAPI server
component of Communication Control Toolkit. You must acquire
documentation, testing, and support for Communication Control Toolkit before
you install the UPS solution.

High availability

Multiple Partitions are not required but are supported for the installation of
Communication Control Toolkit. Even though you can install the
Communication Control Toolkit application on another disk drive, other than the
C drive, certain components are still installed on the C drive. These components
include the Microsoft SQL Server Desktop Engine (MSDE) and the
Communication Control Toolkit configuration database.
For multiple disk partitioning configuration, Nortel recommends a minimum of

10 GB free disk space, in addition to the operating system requirements, on the
C drive. And Nortel recommends a minimum of 10 GB free disk space on any
additional disk drive you install the Communication Control Toolkit application
on. This creates a total minimum 20 GB disk size requirement for the
Communication Control Toolkit application.

Communication Control Toolkit 6.0 is supported on the following versions of

operating system as shown in the following table.

Release 2, Standard Edition, Japanese Nortel. See the Contact
See Note 1 Traditional Chinese Packs Compatibility and
Security Hotfixes
Windows Server 2003 English Applicability List.
Edition, 32-bit
Traditional Chinese
See Note 1
ATTENTION
CCTIVR must be installed on an English operating system.

Microsoft patches.
should be applied.

Communication Control Toolkit server.
Antivirus software
pcAnywhere
pcAnywhere is a remote support software application provided by the Symantec
Corporation. pcAnywhere, release 11.5, can be used to connect to the
Communication Control Toolkit 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
Problems occur if you attempt to connect directly to the TAPI server through a
modem because of a potential conflict when a modem driver is on the same
server as the TAPI driver. (TAPI is a sub-component of Communication Control
Toolkit).

Chapter 13
Co-residency
In this chapter
Overview 284
Preinstallation compliancy check utility 298

Co-residency Standard 11.12
Overview
This section lists the requirements for a co-resident installation. For a co-
resident installation, Nortel supports only two types of configurations:
Configuration 1—Contact Center Manager Server 6.0 and Contact Center
Manager Administration 6.0
Configuration 2—Contact Center Manager Server 6.0, Contact Center
Manager Administration 6.0, and Communication Control Toolkit 6.0
Nortel does not support these configurations:

Contact Center Manager Server and Communication Control Toolkit
Contact Center Manager Administration and Communication Control
Toolkit
Network Control Center is only configured in standalone mode and cannot be

installed co-resident with Contact Center Manager Administration or
The requirements in this section are applicable to both of the supported

configurations listed in this section.
ATTENTION
All requirements listed in this document for standalone
installations are valid for a co-resident installation unless they
are explicitly superseded by alternative requirements in the
following section of the document.

January 2008 Co-residency
The following table lists the hardware requirements for both co-residency
scenarios.
ATTENTION
specifications for your PVI server for such items as CPU speed,
RAM size, and disk space.
The CapTool is a software utility you can download from the
Partner Information Center (www.nortel.com/pic).
You must understand the limitations of using the minimum and
recommended server specifications listed in the following table.
Supported Minimum: This is the absolute minimum platform
onto which the co-resident application software can be loaded and
may not be sufficient for your contact center requirements. Use the
CapTool to validate the server requirements.
Recommended Minimum for new Server: For new server
installations, this is the recommended minimum specification. It
may not meet your contact center requirements. Use the CapTool
to validate the server requirements.

Hardware
Configuration Voice Only Multimedia/ Important: If you are

Configuration Outbound/ installing Contact Center
This minimum Universal Multimedia, Open Queue
configuration Networking must be enabled and you
supports a contact This typical must provision 2 GB of
center with fewer configuration RAM.
than 300 agents and supports a contact
with the following center with fewer
functionality than 300 agents and
enabled: with the following
Size: < 300 functionality
agents enabled:
< 12,000 CPH Size: < 300
License Manager: agents
Yes < 12,000 CPH
Open Queue: No License Manager:
Yes
Universal
Networking: No Open Queue: Yes
Co-resident Universal
applications: Networking: Yes
Contact Center Co-resident
Manager Server, applications:
Contact Center Contact Center
Manager Manager Server,
Administration, Contact Center
Communication Manager
Control Toolkit Administration,
not installed. Communication
Control Toolkit
installed.

Hardware
CPU Intel-based CPU, Intel-based CPU, Intel Xeon (32- and 64-
Dual Xeon 2.8 GHz. Dual Xeon 2.8 GHz. bit), Dual core Xeon and
Intel Xeon DP are
supported.
Dual- and quad-CPU
with or without
Non-supported
(IA 64), and AMD
processors.
RAM 2 GB 4 GB

source for hardware
failures.
partitioning
At this time, a SAN
supported.

speed

Hardware
Serial port one serial port (for one serial port (for Additional serial ports are
See Note 2. modem access) or modem access) or required if you want to use
USB port (if using USB port (if using Access Link for Meridian
USB modem) USB modem) Mail or a serial UPS. You
must use COM2 for the
Access Link. Also, a serial
port is an option for
security device
connectivity.
Network one network one network ELAN subnet must be

interface interface card (with interface card 10/100 Mb/s Ethernet.
the ELAN subnet (Network Control The Nortel server subnet
connected to the Center requires only facing network interface
Nortel server subnet one network card must be 100 Mb/s
through a one router) interface card) Ethernet.
For legacy isolated Only Ethernet is supported.
ELAN subnet A Token Ring is not
configurations, two supported.
network interface
cards are required.
(Network Control
Center requires only
one network
interface card)

Hardware
(Contact Center (Contact Center remote technical support.
Manager Server and Manager Server and USB modems are
Contact Center Contact Center supported.
Manager Manager
Administration Administration
configuration only) configuration only)
See Note 3.
single backup tape.
necessary.

List for Windows 2003 Server. For a complete list of compatible hardware
Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ
must be set to 4. If you configure additional hardware on your server, such as
COM ports 3 and 4, ensure that it 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.
Note 3: A modem installation interferes with TAPI. Do not install a modem if

TAPI is part of the co-resident installation.

CPU use
RAID controller

High availability

The section provides detailed information about partitioning a server to meet the
requirements of Platform Vendor Independence. This information covers both
co-residency scenarios. The minimum and maximum partition sizes are
provided in the following table.

C 24 GB 32 GB N/A NTFS partition on disk 0. This

Limited must be partitioned as the primary
only by the partition. The Windows Server
operating 2003 operating system and
system pcAnywhere are installed here.
and Contact Center Manager
Administration are installed on C
by default. An alternate location
can be selected during the
installation.
Note that you can use the Remote
Desktop Connection feature in
Windows as an alternative for
remote support access tool instead
of pcAnywhere.


D 8 GB 16 GB N/A Additional NTFS partition on

Limited disk 0 or an NTFS partition on
only by the a different disk.
operating This must be partitioned as a
system logical drive within an
extended partition, because this
partition is not used for start up.
is installed here.
This is the location of the trace
logs.
F 4 GB 32 GB 32 GB Drive F and any additional drives

are used to store the database.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server)
to Release 6.0 on the same server, you must move the paging file from
partition C to partition D. This move is required only if the C drive partition
is smaller than 24 GB. If the drive partition is already 24 GB or larger, the
paging file can be maintained on the C drive.

It is possible to locate the C drive, D drive, and database partitions on the

same hard disk, if required, as long a sufficient disk space is available.
However, you may want to keep the database and the Contact Center
Manager Server application on different hard disks as it is possible to
upgrade each of these components separately.
the co-resident server for additional information regarding disk partitioning.

1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes

The following table provides operating system compatibly for a co-resident

installation.

Release 2, Standard Edition, Japanese Nortel. See the Contact
Traditional Chinese Packs Compatibility and
See Note 1
See Note 2 Security Hotfixes
Applicability List.
Edition, 32-bit
Traditional Chinese
See Note 1
See Note 2
Windows Server 2003 Not supported N/A

Datacenter Edition
Windows Server 2003 Web Not supported N/A

Edition
Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese

require specific SUs to account for double-byte characters.

Operating system installation and configuration

See the specific requirements for Contact Center Manager Server, Contact
Center Multimedia, and Communication Control Toolkit standalone
configurations in this document.
The Contact Center Manager Administration requirement for IIS takes

precedence over the Contact Center Manager Server requirement, because IIS is
a core part of the Contact Center Manager Administration implementation. The
updated preinstallation compliancy utility tests for IIS and for the other required
components before installation.

Microsoft patches.
should be applied.

See the specific requirements for Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control Toolkit
standalone configurations in this document.
Antivirus software
pcAnywhere
Nortel requires that pcAnywhere be installed on the co-resident server to provide
remote support. A version of pcAnywhere host-only software is shipped with
Contact Center Manager Server. Compatibility of pcAnywhere versions and the
Contact Center Manager Server release are provided in the following table:
Contact Center Manager Server/

pcAnywhere host- Administration/ pcAnywhere client
only version Communication Control Toolkit compatibility
11.5 All at Release 6.0 11.x
Nortel does not supply the pcAnywhere Client with its host-only version of
pcAnywhere. However, you can use the Remote Desktop Connection feature in
Windows as an alternative for remote support access tool instead of
pcAnywhere.
If Communication Control Toolkit is included in the co-resident installation,

pcAnywhere can be used to connect to the co-resident server in only the
following ways:
through an Ethernet connection over a LAN

through a dial-up connection into another non-Communication Control

Toolkit machine on the domain that provides access to the Communication
Control Toolkit server through a LAN
Problems occur if you attempt to connect directly to the TAPI server through a
modem because of a potential conflict when a modem driver is on the same
server as the TAPI driver. (TAPI is a sub-component of Communication Control
Toolkit).

Preinstallation compliancy check utility
Compliance Check utility is included on the product DVD. It generates warnings
and suggestions when the server under test does not satisfy the minimum or
The utility is updated to take into consideration the requirements for a co-
resident installation. As part of the installation process, you must to decide
whether the installation is a standalone or co-resident configuration. The utility
uses this information to adjust the list of test cases that are applied.
Use the Platform Compliance Check utility in conjunction with the guidelines
stated in this document. Even if the utility passes a system, some error
conditions can exist.

Chapter 14
SIP-enabled Contact Center
In this chapter
General requirements 300

SIP-enabled Contact Center Standard 11.12
General requirements
The following sections describe the general requirements for a SIP-enabled

contact center.
Dependent platform and switch compatibility

The following table displays the SIP platforms available and the release
compatibility.
Platform Release Requirement
MCS 5100 3.0/3.5 SIP Proxy and Registrar

Communication Server 4.5 Nortel Converged
1000 + Signalling Desktop for Enterprise
Server + NRS
Communication Server 4.5 plus SU Converged Office—SIP

1000 Call Server See Note 1 CTI
Communication Server 4.5 Up-issue Converged Office—SIP

1000 Signalling Server See Note 2 CTI
MAS MAS SE09 X336 hardware

compatibility
Note 1: Release 4.5 is minimum Call Server Load and requires Service Updates
for SIP CTI support.
Note 2: The Signaling Server Up-issue software 4.50.75 and the Multimedia
Convergence Manager (MCM) software for Converged Office can be
downloaded from the Nortel.

January 2008 SIP-enabled Contact Center
Switch integration
When you install Contact Center Manager Server, SIP is one of the installation
options. The three options available are Communication Server 1000 (M1) or
Communication Server 2x00 (DMS), or SIP.
You can have two Contact Center Manager Server configurations installed on the
same Communication Server 1000/Meridian 1 PBX switch with an AML
connection, with one instance being a SIP-enabled Contact Center and the
second instance being a regular (non-SIP) Contact Center.
Co-residency
SIP Contact Center can be co-resident with Contact Center Manager
Administration and Communication Control Toolkit.
For more information on co-resident application, see “Product compatibility” on

page 82.
Upgrade path
SIP is a new feature in Contact Center Manager 6.0. Because there are no
previous SIP version of Contact Center Manager, there is no upgrade path from
Symposium Contact Center Server 5.0 or earlier.
MAS requirements
The MAS (Media Application Server, also know as the Media Server) is a piece
of dedicated hardware. There is no platform vendor independence information.
The software for SIP Contact Center is known as the MAS application. This
software is only supported on the X336 server.
The MAS application software is a stand-alone application on the MAS. No

other MAS software can be installed on the MAS.
For more information, see the Nortel Media Application Server Installation and
Configuration Guide for Contact Center 6.0.

This section contains the server hardware requirements for standalone and
co-resident configurations involving SIP.
Standalone requirements
The following table lists the hardware requirements for SIP Contact Center
Manager Server (standalone configuration only).
Hardware
Configuration This typical This typical

configuration configuration
supports a contact supports a contact
center with less than center with less than
600 agents and with 600 agents and with
the following the following
functionality functionality
enabled: enabled:
Size: < 600 Size: < 600
agents, <12,000 agents, <12,000
CPH CPH

Hardware

dual Xeon 2.8 GHz. dual Xeon 2.8 GHz. (32- and 64-bit), Dual
core Xeon and Intel
Dual- and quad-CPU
with or without
Non-supported
(IA 64), and AMD
processors.

a limit of 4 GB.

source for hardware
failures.
At this time, a SAN
supported.

speed

Hardware
Serial port one serial port (for one serial port (for
modem access) or modem access) or
USB port (if using USB port (if using
USB modem) USB modem)

connected to the connected to the card must be 100 Mb/s
Nortel server subnet Nortel server subnet Ethernet.
Only Ethernet supported.
Token Ring ring not
supported.
USB modems are
supported.

Hardware
single backup tape.
necessary.

Co-resident requirements
The following table lists the hardware requirements for SIP Contact Center
Manager Server (co-resident configuration only).
Hardware
Configuration This typical This typical

configuration configuration
supports a contact supports a contact
center with less than center with less than
600 agents and with 600 agents and with
the following the following
functionality functionality
enabled: enabled:
Size: < 600 Size: < 600
agents, <12,000 agents, <12,000
CPH CPH

Hardware

XEON 2.0 GHz or dual Xeon 2.8 GHz. (32- and 64-bit), Dual
Pentium IV 2.0 GHz core Xeon and Intel
Dual- and quad-CPU
with or without
Non-supported
(IA 64), and AMD
processors.

a limit of 4 GB.

source for hardware
failures.
At this time, a SAN
supported.

Hardware

speed
Serial port one serial port (for one serial port (for
modem access) or modem access) or
USB port (if using USB port (if using
USB modem) USB modem)

connected to the connected to the card must be 100 Mb/s
Nortel server subnet Nortel server subnet Ethernet.
Only Ethernet supported.
Token Ring ring not
supported.
USB modems are
supported.

Hardware
single backup tape.
necessary.

CPU use
For optimal performance, average CPU use on the SIP Contact Center Manager
Server and must not exceed 50 percent over an interval of 15 minutes.
RAID controller
Additional requirements for SIP Contact Center Manager Server

Hardware Assisted Software Mirroring (HASM, as offered by Stratus) is
supported on SIP Contact Center Manager Server.
You can implement RAID 5 with SIP Contact Center Manager Server; however,
RAID 1 is the solution highly recommended by Nortel because the RAID 1
provides maintenance personnel with extra flexibility in providing technical
support. Other RAID levels are not supported. Any RAID-specific issues must
be addressed by the RAID vendor.


High availability
You can install SIP Contact Center Manager Server on the Stratus 3300, if the
3300 version meets the generic PVI requirements in this document.

The following table provides detailed information about partitioning a server to

meet the requirements of Platform Vendor Independence. The minimum and
recommended partition sizes are provided.


operating Primary partition. The Windows
system Server 2003 operating system is
installed here.
D 8 GB 16 GB Limited only Additional NTFS partition

by the on disk 0 or an NTFS
operating partition on a different disk.
system This must be partitioned as a
logical drive within an
extended partition, because
this partition is not used for
start-up.
Server is installed here.
This is the location of the
trace logs.
F 4 GB 32 GB 32 GB Drive F and additional drives are

used to store the database.



additional information regarding disk partitioning.

1 KB = 1024 bytes
1 MB = 1024 KB = 1,048,576 bytes
1 GB = 1024 MB = 1,048,576 KB = 1,073,741,824 bytes

The following tables lists the operating system requirements for a SIP Contact

Release 2, Standard Edition, French Nortel. See the Contact
German Packs Compatibility and
See Note 1
See Note 2

Release 2, Enterprise French
Edition, 32-bit
German
See Note 1
Japanese
Traditional Chinese
See Note 2

Datacenter Edition
Edition
Note 2: The SIP Contact Center Manager Server language packs are not
supported for French, German, Japanese, and Traditional Chinese.


Microsoft patches.
should be applied.

SIP Contact Center Manager Server.

There are two types of backup on SIP Contact Center Manager Server:
Full (offline) Backup
Database (online) Backup
Maintenance Guide for information about procedures that you must complete
before you perform a full backup. If you use a third-party backup utility, it must
comply with the general third-party software guidelines specified in “Third-
party software requirements” on page 208.
All SIP Contact Center Manager Server services, including the database SQL
server, must be shut down before you perform a full backup. Even though some
third-party backup utilities can provide an online backup of all files, including
the database, SIP Contact Center Manager Server does not support an online
backup from these third-party backup utilities.
You must use the utility included with SIP Contact Center Manager Server to
perform all other database backups due to proprietary functions called upon
during the backup routine. See the Contact Center Manager Server Installation
Nortel recommends performing a daily database backup.

Antivirus software
Several maintenance tasks are automatically activated on SIP Contact Center
Manager Server at 12:00 midnight. Therefore, virus scans must be scheduled at
an off-midnight time. Similarly, active virus scans must be disabled when you
perform diagnostic traces or logs on the server.
For Contact Center Manager Server, Nortel recommends that you exclude the
following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
<additional database drive>:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data
D:\Nortel\iccm\sdm\log
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan
Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs (SIP logs)
D:\Nortel\iccm\sgm\config\ (SIP log configuration files)
D:\Nortel\Core\CMF\(current version of CMF)
For MAS, Nortel recommends that you exclude the following files and folders
from scans (both real-time and scheduled):
D:\Program Files\Nortel Networks\MAS\ConfMP
D:\Program Files\Nortel Networks\MAS\CStore
D:\Program Files\Nortel Networks\MAS\IvrMP
D:\Program Files\Nortel Networks\MAS\MediaController
D:\Program Files\Nortel Networks\MAS\Mmc
Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Simple Network Management Protocol (SNMP) alerting on virus

confirmation
Nortel does not recommend that you activate this feature.

pcAnywhere
Nortel requires that pcAnywhere be installed on the Contact Center Manager
Server to provide remote support. A version of pcAnywhere host-only software
is shipped with SIP Contact Center Manager Server. Compatibility of
pcAnywhere versions and the SIP Contact Center Manager Server release are
provided in the following table.
pcAnywhere host- Symposium Call Center Server/ pcAnywhere client

only version Contact Center Manager Server compatibility
10.5 Symposium Call Center Server 4.2 11, 10.x, 9.x, 8.x
11.01 Symposium Call Center Server 5.0 11.01, 10.x, 9.x,
11.5 Contact Center Manager Server 6.0 11.x
Nortel does not supply the pcAnywhere client with its host-only version of
pcAnywhere. However, you can use the Remote Desktop Connection feature in
Windows as an alternative for remote support access tool instead of
pcAnywhere.

Chapter 15
LinkPlexer 6.0
In this chapter
Overview 318

LinkPlexer 6.0 Standard 11.12
Overview
This section covers the hardware, operating system, and third-party software
requirements for LinkPlexer 6.0. For additional information, see the LinkPlexer
6.0 Installation and Configuration Guide.
A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows

Server 2003 operating system. The system is connected to a CS 2x00/DMS
switch.
LinkPlexer supports co-residency with Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit.
See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest
hardware and software designed especially for the Windows Server 2003 family.
See the hardware manufacturer’s Web site to ensure that the operating system is
supported.

January 2008 LinkPlexer 6.0
The following table lists the hardware requirements for LinkPlexer 6.0.
Hardware item Supported minimum Additional information
CPU Intel Xeon 3GHz Pentium IV, Intel Xeon (32-

and 64-bit), Dual core Xeon
and Intel Xeon DP are
supported.
Dual- and quad-CPU machines
are supported with or without
Non-supported processors
include: Intel Celeron, Intel
Itanium (IA 64), and AMD
processors.
RAM 512 MB of RAM

Hard disk space 18 GB RAID-1 is recommended for all
disks on the shared SCSI bus to
eliminate disk drives as a potential
single source for hardware failures.
Hard disk partitioning one physical drive Separate physical disks provide
reliability and easy recovery in
case of disk failure.
Hard disk type IDE, SCSI or SATA
Hard disk speed hard drive speed of 7200 rpm

from manufacturer's
specification
Floppy drive Not required
DVD ROM one DVD ROM drive Drive letter must be E.

Minimum speed is 4x.

Hardware item Supported minimum Additional information
Dongle security iButton (dongle) and

keycode supplied by Nortel
Parallel Port port (USB, parallel, or serial)

for iButton adapter
Network interface one network interface card If LinkPlexer is co-resident with

(NIC) Communication Control Toolkit,
two NICs are required.
X.25 If an X.25 (CompuCALL) X.25 is supported only for existing

interface is required for the systems. Nortel recommends that
DMS, the following new installations use an IP-only
hardware is required: solution for connectivity to the
Two communication ports DMS.
(only one is required for
ICM)
Eicon card
Two Motorola V.3600
modems
Video card one video card and monitor

Keyboard one keyboard
Mouse one mouse
Back up/Restore N/A Additional information for

LinkPlexer is in the LinkPlexer 6.0
folder and the associated
LPConfig.ini file. (No database)
LinkPlexer 6.0 is a software-only product. Nortel is not responsible for replacing

hardware components, except the iButton and holder supplied by Nortel.

TCP/IP requirements
To connect to CS 2x00/DMS through TCP/IP, the minimum requirements are:
an Ethernet Interface Unit (EIU) on the CS 2x00/DMS switch
a 10 Mb or 10/100 Mb Ethernet card on the LinkPlexer 6.0 server
X.25 requirements
To connect to CS 2x00/DMS through X.25, the minimum requirements are:
an EMPC/MOC or IOM card on the CS 2x00/DMS switch
an Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server
a pair of Motorola V.3600 stand-alone modems
Other considerations
To install LinkPlexer 6.0, you must have administrator rights on the local server.
The minimum switch requirements are:

MSL-100: MSL-09 or later
DMS-100: CCM10 (MMP10) or later
Nortel recommends the following:

pcAnywhere V11.5 on systems that require remote administration
uninteruptible power supply (UPS) backup power supply
CPU use
RAID controller



The following tables provides operating system compatibility for LinkPlexer

6.0.
International versions Minimum service pack

Operating system supported required

Release 2, Standard Edition, Nortel is the recommended
32-bit minimum. See the Contact
Center Portfolio Service
See Note 1 Packs Compatibility and
Security Hotfixes
Windows Server 2003 English Applicability List.
Release 2, Enterprise
Edition, 32-bit
See Note 1
Windows 2000 Server English Latest service pack tested by

See Note 2 Nortel. See the Symposium
Service Packs and Security
Windows 2000 Advanced English Hotfixes Compatibility List.
Server
See Note 2

Professional

Datacenter

Datacenter Edition
Edition

Note 2: Windows 2000 Server is supported for existing customers only.

Microsoft patches.
should be applied.

This section lists the third-party software requirements for LinkPlexer 6.0.

See the relevant third-party documentation for information about the full backup
procedure. If you want to use a third-party backup utility, it must be in
accordance with the guidelines in Chapter 15, “Third-party backup software.”.
Antivirus software


Chapter 16
Replication Server (Standby Server)
In this chapter
Overview 328

Replication Server (Standby Server) Standard 11.12
Overview
The Standby Server feature includes the following:

Active Server
Standby Server
Replication Server
This section of the document defines the requirements specifically for the
Replication Server component of the Standby Server feature. For detailed
procedures for configuring Standby Server, see the Contact Center Manager
Server Installation and Maintenance Guide for the Standby Server.
ATTENTION
> Tools

January 2008 Replication Server (Standby Server)
The following table lists the hardware requirements for Replication Server.
Hardware
item Minimum Typical
See Note 1. requirements configuration Additional information

Pentium III 733 Mhz Xeon 2 GHz (32- and 64-bit), and
Intel Xeon DP are
supported.
Dual- and quad-CPU
with or without
Non-supported
processors include Intel
(IA 64), and AMD
processors.
RAM 256 MB 512 MB
Hard disk 20 GB of physical 40 GB of physical A tool for calculating the

space disk space disk space (80 GB of required stable queue disk
physical disk space space for a given
with RAID-1) installation is available
from the Partner
Information Center
(www.nortel.com/pic).
partitioning

Hardware
Hard disk type IDE, SCSI or SATA SCSI or SATA At this time, a SAN
supported.

speed
Floppy drive Not required Not required
Serial port one serial port (for one serial port (for Optional serial ports, as
See Note 2. modem access) or modem access) or follows:
USB port (if using USB port (if using If you are using a
USB modem) USB modem) modem for remote
support, rather than a
virtual private network
(VPN), you require one
serial port, configured as
COM1. If you are using
a USB modem, you
require a USB port.
If you use a smart UPS
that requires an
additional serial port on
the server platform, you
also need the additional
serial port.
Network one network one network Network interface card

interface interface card interface card must be 100 Mb/s Ethernet.
Video card one video card and one video card and 1024 x 768 minimum

Hardware

support support
single backup tape.
necessary.

Note 2: For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
CPU use
RAID controller



The following table provides information about partitioning a server to meet the
requirements of Platform Vendor Independence. The minimum partition sizes
are based on the following:
2 GB = 2048 MB
3 GB = 3072 MB
4 GB = 4096 MB
The requirements for a call center vary depending on the number of agents, call
rate, and other factors.
ATTENTION
You must not install any other application class software on
the Replication Server computer. For more information about
what can be installed on this computer, refer the Contact
Center Manager Server Installation and Maintenance Guide
for the Standby Server.

Primary and Extended partitions

The operating system resides on the C partition. This must be the only Primary
partition. All other partitions (D, F, G, and so on) must be Logical drives within
Extended partitions. See the documentation provided with the operating system
for details.

C 12 GB 16 GB N/A NTFS partition on disk 0. This

Limited must be partitioned as the primary
only by the partition. The Windows Server
operating 2003 operating system and
system pcAnywhere are installed here.
You can use the Remote Desktop
Connection feature in Windows as
an alternative for remote support
access tool instead of pcAnywhere.
D 8 GB 16 GB N/A Additional NTFS partition on

Limited disk 0 or an NTFS partition on
only by the a different disk.
operating This must be partitioned as a
system logical drive within an
extended partition, because this
partition is not used for start up.
Contact Center Standby Server
software is installed here.
F 4 GB 32 GB 32 GB Drive F and any additional drives

are used to store the database.


Additional Stable Queue disk drive partitions can be on separate disks or on
the same disk, depending on the customer’s preference and hardware
configuration. Nortel has tested Stable Queue partitions on the same drive
as C and D, and on different drives.
Create partitions in drives F through U as logical drives within extended
partitions, because these partitions are not used for start up.
Ensure that drives F through U have the capacity to support Stable Queues
of sufficient size for your contact center. The size of drives F thru U are
determined solely by the required size as calculated by the CapTool. These
drives can be on the same or different physical disks, depending on user
preference. For more information, see the Contact Center Manager Server
Installation and Maintenance Guide for the Standby Server.

The following table provides the operating system compatibility for Replication
Server.
International versions Minimum service

Operating system supported pack required
Windows Server 2003 English Latest service pack

Release 2, Standard tested by Nortel is the
Edition, 32-bit recommended
See Note 1 minimum. See the
Contact Center Portfolio
Windows Server 2003 English Service Packs
Release 2, Enterprise Compatibility and
Edition, 32-bit Security Hotfixes
See Note 1 Applicability List

Datacenter Edition
Web Edition

Microsoft patches.
and Security Hotfixes Applicability List (from Nortel Technical Support
Web site) for the list of Microsoft security hotfixes that must be applied.

The following requirements apply to third-party software use.

Maintenance Guide for the Standby Server for information about procedures
that you must complete before you perform a full backup. If you use a third-
party backup utility, it must comply with the general third-party software
guidelines specified in “Third-party software requirements” on page 208.
Antivirus software


part 3
Engineer Contact Center
components

Standard 11.12

Chapter 17
Engineer Contact Center Manager

Server
In this chapter
Overview 342
Checklist 344
Hardware configurations 345
Requirements 347
Call load 348
MLS and HDX performance impact 352
Guidelines to minimize capacity requirements 358
Capacity estimation 361
Replication Server 364

Engineer Contact Center Manager Server Standard 11.12
Overview
You must ensure that the platform on which you plan to install Contact Center
Manager Server satisfies the capacity requirements of your contact center. To
assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool
CapTool is a standalone Microsoft Windows software application used to
determine the processor capacity requirements of the following components:
Network Control Center server
License Manager
Citrix server
co-resident server
As well, CapTool can estimate:

the number of voice ports required for a specified call complexity and call
load
the data network bandwidth requirement on the Nortel Server Subnet, as
generated by each contact center server, due to real-time data, reporting,
and other data-intensive activities
(in a networked-contact center server environment) the bandwidth
requirements due to network data traffic for the WAN connecting the local
Contact Center Manager Server and all remote Contact Center Manager
Servers
components.

quality of the data you input. To use CapTool effectively, you must ensure that
the input is as accurate as possible.

Checklist
Engineering tasks
When engineering a contact center, you must perform the tasks in the following
checklist.
Description ✔
Determine requirements for Contact Center Manager Server. See

Chapter 17, “Engineer Contact Center Manager Server.”
If Contact Center Manager Server coresides with Contact Center
Manager Administration or Contact Center Manager Administration
and Communication Control Toolkit, see Chapter 22, “Engineer a co-
resident server.”
Determine telephone switch requirements. See Chapter 24,
“Engineer the telephony switch.”
Determine network requirements. See Chapter 25, “Engineer the data

network.”
Determine the requirements of the voice processing system. See

Chapter 26, “Engineer the Communication Server 1000 voice
processing system.”
Determine the requirements of the remote support system. See

Chapter 29, “Remote support with a VPN.”

January 2008 Engineer Contact Center Manager Server
Hardware configurations
Contact Center Manager Server supports hardware that meets the minimum
requirements in “Hardware requirements” on page 218, regardless of the
manufacturer. The server must also meet the requirements of the Microsoft
Hardware Compatibility List for the applicable Windows Server 2003 operating
system. See the Microsoft Web site (www.microsoft.com) for details.
For detailed information about server requirements, see the Contact Center
Manager Server Installation and Maintenance Guide.
Nortel platforms no longer supported

You cannot use the following Nortel platforms for Contact Center Manager
Server because they do not meet the minimum requirements for Platform Vendor
Independence (PVI) for Contact Center Manager 6.0.
701t servers
702t servers
1000t servers
1001t servers
1003t servers
High Availability servers

You can install Contact Center Manager Server on the Stratus 3300, if the 3300
version meets the generic PVI requirements in this document.
These servers are available only with Windows Server 2003 (Standard Edition or
Enterprise Edition).
Specific details of the High Availability Platforms that are compatible with
Contact Center Manager Server are available on request from Nortel in a
platform-specific product bulletin.

For more information about Stratus, go to www.stratus.com.
Backup and disaster recovery

To maximize Contact Center Manager Server uptime, ensure that your hardware
platform supports your disaster recovery program. Regular system backups are
critical to a disaster recovery program. By provisioning your platform with
fault-tolerant hardware (RAID) you can provide additional redundancy for your
system. For more information about system backups, see the Contact Center
Manager Server Installation and Maintenance Guide.

Requirements
Contact Center Manager Server can be installed in a standalone or co-resident

server configuration.
Standalone server requirements

For Contact Center Manager Server to run properly in a stand-alone
configuration, the server you supply must meet the following minimum
requirements.
Nortel recommends that you meet the recommended settings. The actual
requirements for a contact center vary depending on the number of agents, rate,
and other factors. To identify the platform that meets the capacity requirements
of your contact center, use the CapTool.
For a list of Contact Center Manager Server hardware requirements, see Chapter
9, “Hardware requirements”.
Co-resident server requirements

For co-resident server hardware requirements, see Chapter 13, “Co-residency.”

Call load
Together, call complexity and call rate determine the resources (CPU, memory,
and so on) required to process the call load.
Call complexity
Call complexity is the number of each type of service used by a call.
Expected resource consumption

Over a period of time, the average number of each type of service per call can be
used to estimate the expected resource consumption. For example, if a typical
call is queued to an average of two skillsets, the expected resource cost per call
is two times the cost of queueing a call to one skillset (provided that the costs are
a linear function of call rate).
Cost of call services

To estimate the resource consumption on Contact Center Manager Server for
different call rates, you must define the cost of a basic call, as well as the costs
associated with the most typical call operations. These costs are measured and
are incorporated in the CapTool calculations.

The cost of a basic call is the resource consumption incurred due to basic
call processing (assuming that the agent answers immediately).
The default value for call rate is based on a holding time of three minutes.
For example, if you enter 500 logged-on agents in the CapTool, the default
value for call rate equals 180, which is 10,000 CPH.

The following table lists common call services and indicates the typical cost
used per call in the hybrid or typical call model for the Communication Server
1000/Meridian 1 PBX and SIP and a complex call model for the Communication
Server 2x00/DMS.
Communication Communication
Server 1000/ Server 2x00/
Meridian 1 PBX DMS SIP
Services per Services per Services per

Parameter call call call
Basic Call 1 1 1
Queue to Skillset 2 2.2 2
Queue to Agent 0 0.1 0
Give Controlled Broadcast (S/S) 1 N/A N/A (see Notes)
Voice Services Collect Digits 0 N/A 0
Give IVR 1 2
Give RAN 2 0.5 2
Give Music 1 1.5 1
HDX Send Info 1 1 1
HDX Request/Response 1 0 1
Intrinsics 5 5 6
If/Then’s Executed 5 4 5
Proportion of Calls Transferred 5% 5% 5%

Proportion of Calls Conferenced 5% 15% 5%
Proportion of Calls Transferred N/A 10% N/A

to a DN
MLS Screen Pops 1.2 1.2 N/A

Communication Communication
Server 1000/ Server 2x00/
Meridian 1 PBX DMS SIP
Services per Services per Services per

Parameter call call call
MLS Messages 0 0 N/A
Queue to Network Skillset 2 2 (see Notes) N/A (see Notes)
Call load table notes:

For a description of call models, see Appendix D, “Standard call models.”
The number of services per call is an average value taken over all inbound
calls (or outbound calls, if that is the context). See the examples presented
in “MLS and HDX performance impact” on page 352.
Queue to Network Skillset for Communication Server 2x00/DMS—this
value is 0 for nodal sites.
Give Controlled Broadcast (S/S) and Queue to Network Skillset for SIP are
not supported in Release 6.0.
Call rate
Call rate is the average rate of calls processed by the server. The call rate is
measured in Calls Per Hour (CPH) and is a function of the average Call Arrival
Rate and Mean Holding Time (MHT).
Mean Holding Time is the time that the agent is involved in serving a call. It is
the sum of:
average talk time
time required for post-call processing, when the agent is not available to
handle other calls
inter-call interval (including union break time, if any)
Under heavy call loading, or during the busy time, when there is no agent idle
time, Mean Holding Time is equal to Mean Time Between Calls (MTBC).
(These definitions apply to both inbound and outbound calls.)

Call rate, number of active agents, and MHT are related. Given the same call
rate, the more agents there are, the longer the MHT can be. For example, if the
call rate is 60 CPH and only one agent is available, the MHT cannot be more
than one minute. On the other hand, if there are 60 agents for the same call rate,
then each agent can take up to an hour, on average, for a call.
The values used in the CapTool for estimating capacity are based on successful
call terminations (for example, treatment, available agent, call servicing, call
termination), and do not take into account agent activity other than call handling.
Use this information to estimate combinations of call rates and workloads that
are reasonable. For example, 20 agents handling 25,000 CPH spend, on average,
no more than three per call. This is probably unreasonable for a human agent but
may be acceptable for an automated voting application.

MLS and HDX performance impact
Contact Center Manager services also impact performance. This section

describes the performance of two services, for which many contact centers
require detailed information.
Meridian Link Services

Meridian Link Services (MLS) is an intelligent signaling link offering computer-
telephony integration (CTI) applications access to Communication Server 1000/
Meridian 1 PBX call processing functions.
CTI applications
Many contact center customers require third-party CTI applications that use
MLS. Examples of these applications include software phones, Outbound
Predictive Dialing, Host Enhanced Routing, and CTI applications such as
Contact Center Agent Desktop.
CPU impact
CapTool helps determine the impact of MLS on Contact Center Manager Server
performance. CapTool calculates the CPU impact of issuing passive screen pops,
as well as the general impact of MLS usage by applications.
Every CTI application that interfaces with MLS sends messages to and receives
messages from the telephone switch. The MLS software on the server takes
messages from the application en route to the telephone switch and translates
them into the protocol understood by the telephone switch, namely the
Application Module Link (AML) protocol. Conversely, messages from the
telephone switch en route to the application are translated from the AML
protocol to the Meridian Link protocol by the MLS software. The Contact
Center Manager Server CPU impact, therefore, depends on the rate of exchange
of messages between the telephone switch and the application. This message
rate is a function of the application and you need it to calculate the CPU usage.
When you use CapTool, determine the average number of MLS messages per
call for the MLS application.

Example
Consider a predictive dialing application having the following message profile:
Message From application to From telephone switch to

number telephone switch application
1 MakeCall
2 Progress (Trunk seized)
3 Progress (Answered)
4 InitiateTransfer
5 Progress (Ringing)
6 CallOffered
7 Answer
8 Progress (Answered)
9 AnswerIndication
10 Answer Response
11 CompleteTransfer
12 Progress (Transfer complete)
13 Release
14 Release Response
If all outbound calls use this application, the number of MLS messages
processed per outbound call is 14. To include the impact due to this application
in the CapTool model, enter 14 in the Number of MLS messages per outbound
call box on the MLS Services input page.
If only 75 percent of the outbound calls use this application, and the remaining
25 percent use another MLS application with an average of 20 messages per call,
the overall average number of MLS messages per call is
(0.75 x 14) + (0.25 x 20) = 15.5
In this case, enter 15.5 in the Number of MLS messages per outbound call box.

Nortel Server Subnet impact

To calculate the network traffic MLS contributes on the Nortel Server Subnet,
CapTool requires the average message length. (If you do not know the average
message length, use 50 bytes per message.) To calculate the average message
length for the preceding example, consider the following table.
Message length Number per Effective length

Message type (bytes) call (bytes)
MakeCall 46 1 46
Progress (Trunk seized) 52 1 52

Progress (Answered) 49 2 98
InitiateTransfer 50 1 55
Progress (Ringing) 54 1 54
CallOffered 36 1 42
Answer 28 1 28
AnswerIndication 63 1 63
Answer Response 28 1 41
Complete Transfer 52 1 52
Progress (Transfer complete) 52 1 52
Release 51 1 51
Release Response 50 1 52
Total 14 686
Average 49
The message lengths in this example do not represent real data.

The average length per call serviced by MLS is 49 bytes. If all calls receive MLS
service, enter this value into the MLS message size box on the MLS Services
input page.
Host Data Exchange

The host data exchange (HDX) server enables the values of script variables to be
sent to or received from a third-party provider application.

Third-party provider applications reside on a third-party host computer,
and, therefore, are often referred to as host applications.
Nortel provides a provider application that can coreside with Contact
Center Manager Server. The Database Integration Wizard (DIW) provides
an easy-to-use tool for configuring and customizing the Nortel provider
application. (Using the Database Integration Wizard can result in additional
Nortel Server Subnet traffic, so use the CapTool application to help analyze
your Nortel Server Subnet bandwidth requirements.) For more information,
see the Contact Center Manager Database Integration Wizard User's
Guide.
For example, a script can:

1. obtain a credit card number from a caller using IVR.
2. query the provider application using the HDX API to determine the account
balance of the caller.
3. use the account balance as a variable in the script.
An API known as the service provider API enables a Contact Center Manager
user to write custom applications (provider applications) that register with the
HDX server to handle back-end processing for the script elements.
Two service elements can be invoked in the script:

Send Info
Send Request/Get Response

The Send Info command sends data to the provider application or the HDX
server. The Send Request/Get Response command sends information to and
receives information from the provider application. The Send Request/Get
Response operation uses approximately twice as much CPU resources as the
Send Info operation.
CapTool can estimate the CPU and Nortel Server Subnet load. On the Call
Complexity input page, enter the average number of Send Info and Send
Request/Get Response commands issued per call.
This is the average value taken over all incoming calls.
Example
Suppose that the call rate is 20,000 CPH during the peak hour. Suppose, further,
that 40 percent of incoming calls are treated with the HDX service, and of these
calls
20 percent use one Send Info command
20 percent use two Send Info commands
30 percent use one Send Info and one Send Request/Get Response
command
30 percent use one Send Request/Get Response command
The average number of Send Info commands issued per incoming call is
0.4 x (0.2 + 0.2 x 2 + 0.3) = 0.36
The average number of Send Request/Get Response commands issued per

incoming call is
0.4 x 0.3 x 2 = 0.24
Enter these values into the appropriate boxes on the Call Complexity property
sheet.

Cautions
If the provider application runs on a slow platform, or if it runs on the same
platform as other CPU-intensive applications, the provider application may not
be able to handle the Send Request commands quickly enough. As a result, a
high volume of messages may become queued in the HDX server. If the queue
reaches its size limit, the HDX server terminates the provider session. When this
situation occurs, the provider application receives a
DXM_SERVER_SHUTDOWN message from the API.
A DXM_SERVER_SHUTDOWN message means either of the following:

The session is terminated because the provider application is too slow to
respond.
Communication is down because the HDX server is terminated.
If the provider application is too slow, either reduce the incoming Contact
Center Manager call rate or run the provider application alone on a faster
computer.

Guidelines to minimize capacity requirements
The engineering models used to calculate the capacity requirements of your

contact center assume that you follow certain guidelines to minimize the load on
your server. (These guidelines apply to both standalone and co-resident servers.)
Steady state operation

Steady state refers to an operational state in which average values of the capacity
parameters do not change with time. For example, CPU use can vary widely at
consecutive time instances; however, if you examine the average values of CPU
use measured at consecutive intervals of 20 minutes, during a period of steady
state operation, these average values are approximately the same.
Guidelines for steady state operation

To ensure trouble-free operation of the server, adhere to the following guidelines
for steady state operation:
Processor CPU—Average CPU usage for any interval of 20 minutes
during the peak hour under steady state operation must not exceed 50
percent.
Server RAM memory—Average pages per second (found in the Memory
Object of the Performance Monitor) for any interval of 20 minutes during
the peak hour under steady state operation must not exceed five.
Server virtual memory—Committed Bytes (found in the Memory Object
of the Performance Monitor) must not exceed 90 percent of the Commit
Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—The Microsoft recommendations for
physical RAM and virtual memory sizing must be adhered to for optimal
performance. For more information, see “Requirements” on page 347 or
“Co-resident server requirements” on page 347.
Nortel Server Subnet traffic—Average Nortel Server Subnet use must not
exceed the limit specified in “Network traffic” on page 531.
ELAN subnet traffic—Average ELAN subnet use must not exceed the
limit specified in “ELAN subnet requirements” on page 524.

Guidelines for non-steady state operations

A number of non-steady state processes can impact the steady state call
processing activity of the server. To minimize their impact, Nortel recommends
a number of restrictions:
All non-steady state processes
Run only one non-steady state process at any given time.
Do not run other applications between 12:00 midnight and 12:30 a.m.
During this time, the Historical Data Manager (HDM) service performs
data consolidation for monthly, weekly, and daily data. CPU usage for
this activity is high.
Activation of the Master script
Do not activate the Master script during a busy period.
If you must activate the Master script during a busy period, activate all
primary and secondary scripts first.
Note: If the server is not processing calls, you can activate the Master script
without first activating the primary and secondary scripts.
Validation of large scripts
Do not validate the Master script or any large script during a busy
period.
Agent-to-supervisor assignments
Do not run multiple agent-to-supervisor assignments concurrently.
Agent-to-skillset assignments
Do not run multiple agent-to-skillset assignments concurrently.
Generation of large reports

Generate large reports one after the other rather than concurrently.
Extraction of large amounts of data from the database

Generate large data extractions one after the other rather than
concurrently.
En masse logon and logoff of agents
Spread agent logon/logoff activity over a period of 5 to 15 minutes, and
do not perform this activity during the peak busy hour.
Database backup
Perform online (for example, database) backups during off-peak hours.

Checking files for viruses

Perform this activity during off-peak hours. For more details, see the
Contact Center Manager Server Installation and Maintenance Guide.

Capacity estimation
The following tables show how the Contact Center Manager Server capacity
varies with different call loads and standard workloads on a standalone server.
The performance metrics are the outputs from the capacity models (the same
ones used in the CapTool), which are based on controlled measurements
(calibration measurements), as well as high-capacity testing validation results.
The tables are constructed using capacity model extrapolations. The values in
the following table are estimated with a Contact Center Manager model
calibrated with measurements from Symposium Call Center Release 5.0. This
document is updated with the Contact Center Manager performance values after
the Contact Center Manager calibration measurements are complete. The
expected completion is in 2006.
Rated capacity for call processing for different processors

Rated capacity is the maximum load that can be sustained at steady state, such
that the average CPU use does not exceed 50 percent. The capacity limits for
different hardware platforms and different Mean Holding Times (MHT) are
shown in the following table.
This information applies to Communication Server 1000/Meridian 1 PBX and

Communication Server 2x00/DMS, but does not apply to SIP.
For these calculations, the following assumptions are made:

There is one Web client for 10 agents logged onto the system. For n agents
logged onto the system, the number of Web clients is equal to Ceiling(n/
10).
The Contact Center Manager Server networking is not enabled.
The RSM is turned on.
There is no Replication Server.
There is no networking.
There are no Real-time API applications.

The call complexity model is the standard one given in “Call complexity”
on page 348.
All parameters are scaled according to number of agents logged onto the
system. See Appendix D, “Standard call models.”
Processor MHT (minutes) Agents Peak call rate (CPH)
PIV 2.0 GHz 2 1290 38,700
3 1540 30,800
4 1670 25,050
Dual Xeon 2.8 GHz 2 2454 73,620
3 2719 54,380
4 2868 43,020
Dual Xeon 3.4 GHz 2 2846 85,280
3 3128 62,560
4 3286 49,290

Peak sustainable capacity

The next table shows the upper limit on processing calls with the same standard
call model and assumptions used in the previous section.
Peak sustainable call rates for different standard

workloads at 50 percent CPU use (CPH)
1000 Active 2000 Active 3000 Active

Processor agents agents agents
PIV 2.0 GHz 45,000 7500 175
Dual Xeon 2.8 GHz 120,000 97,500 28,125
Dual Xeon 3.4 GHz No practical 135,000 67,500

upper limit

Replication Server
The Replication Server and the Contact Center Standby server are optional
components that provides redundancy to Contact Center Manager Server. The
Replication Server backs up the database on the active server to the Contact
Center Standby server in real time. If the active server fails, the Contact Center
Standby server can be speedily deployed.
The following conditions apply to Replication Server:

Replication Server applications must run on a dedicated server. They
cannot be installed co-resident with anything else.
Where Contact Center Manager Server operates in an Active/Standby pair,
neither the Active nor the Standby server can be installed co-resident with
For further information, see Chapter 21, “Engineer a replication server”.
When configuring the Replication Server, the correct Stable Queue size is
required for the Contact Center Manager configuration. You can obtain the
appropriate Stable Queue size using the CapTool.

Chapter 18
Engineer Contact Center Manager

Administration
In this chapter
Overview 366
Architecture 368
Requirements 369
Contact Center Manager Administration performance 370
Contact Center Manager Client performance 376
Minimizing CPU load 377

Engineer Contact Center Manager Administration Standard 11.12
Overview
Manager Administration satisfies the capacity requirements of your contact
center. To assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool
License Manager
Citrix server
co-resident server

load
Servers
components.

January 2008 Engineer Contact Center Manager Administration

Architecture
Contact Center Manager Administration uses a three-tiered Internet-based

architecture with functionality distributed among various components. The
major components of Contact Center Manager Administration include the
following:
Contact Center Manager Administration: Communicates with Contact
Center Manager and makes information available to the client PCs.
Contact Center Manager Client: Employs a Web-based browser to interface
with Contact Center Manager Administration. Contact Center Manager
Client is used to administer the server and to monitor contact center
performance.
Contact Center Manager Server: 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.
For more information, see Chapter 2, “Contact center architecture.”

Requirements
Ensure that the following requirements are met when installing or upgrading
Contact Center Manager Administration:
For Contact Center Manager Administration server hardware requirements,
see “Server hardware requirements” on page 236.
For Contact Center Manager Administration client hardware requirements,
see “Client hardware requirements” on page 242.


performance
The following section describes performance impacts to Contact Center

Manager Administration server.
Contact Center Manager Administration CPU impact

The analysis in this section applies to a standalone system only.
For optimal performance, average CPU use on both the Contact Center Manager
Administration server and the client must not exceed 70 percent over an interval
of 15 minutes.
CPU Model
The CPU model implemented in the CapTool consists of four sub-models to
account for the major consumers of CPU resources on the Contact Center
Manager Administration server:
IIS CPU load
Partitioning CPU load
Unicast traffic transmission CPU load
RTD CPU load from a co-resident Web Client
CPU Model assumptions

For this model assume the following:
The ratio of agents to supervisors does not exceed 10 (that is, 10 agents per
supervisor).
Average CPU use does not exceed 70 percent over an interval of 20 minutes
during peak usage loads.
The number of requests from each user to Contact Center Manager
Administration does not exceed 17 per minute.

The entire CPU is dedicated to IIS. Other co-resident applications that may
impact the CPU, such as Agent Desktop Display, are planned for future
inclusion in the model.
To determine the processor required for a Contact Center Manager

Administration in your environment, use the CapTool. The CapTool
recommends a processor and predicts the CPU impact.
To determine the processor required for a client PC, use CapTool. Based on the
amount of real-time display traffic, CapTool recommends a processor and
predicts the CPU impact.
At the time of writing this document, the Partitioning CPU model is not fully
implemented in the CapTool. Nortel expects to complete this model in the near
future.
Additional factors affecting CPU consumption

Refresh rates—The minimum refresh rate for real-time statistics on Contact
Center Manager Administration is 0.5 seconds. You can adjust this rate to
achieve optimal balance between latency and CPU consumption.
Historical reports—The combined number of ad hoc or scheduled reports that

you can generate simultaneously is limited to five. You can schedule as many
historical reports as required; however, only five scheduled reports are processed
simultaneously while the others wait in queue. Likewise, for ad hoc reports, only
five reports can be generated at the same time. For example, five supervisors can
generate an ad hoc report, but the sixth supervisor to do so receives a message
saying the system cannot process the request. This supervisor must try to
generate the ad hoc report again later after the first five reports are generated (or
schedule the report to run later). This limitation applies to the total of the ad hoc
and scheduled reports that can be generated at a particular time. For example, if
two reports are scheduled to be completed at noon, then only three ad hoc
reports can be generated at this time, bringing the total to five.

Parameters not included in the model

The CPU use on Contact Center Manager Administration may be impacted by
the following parameters, which are not accounted for in the preceding model:
scheduled historical reports
antivirus scanning
backup/restore procedures
Multiple Contact Center Manager Administration systems

It is possible to split Contact Center Manager Administration users across
multiple platforms. When using the CPU model, each Contact Center Manager
Administration must be analyzed individually to determine the CPU loading on
each one.
Contact Center Manager Server CPU impact

In the worst case, each IIS hit on Contact Center Manager Administration has an
associated Contact Center Manager Server direct access database cost because
the OAM database access API is bypassed. This additional Contact Center
Manager Server CPU incurred cost is measured to be 0.01811 CPU-seconds on a
Pentium II 300 MHz on Symposium Call Center Server 5.0 and represents the
cost of connecting to and disconnecting from the database.
The cost of data extraction is accounted for in the Contact Center Manager
Server CPU model.
Contact Center Manager Administration Nortel server subnet/WAN

impact
The LAN/WAN impact from Contact Center Manager Administration can be
divided into two parts:
RSM multicast data sent from Contact Center Manager Server to Contact
Center Manager Administration

Note: RSM compression is a new option that can now be configured on the
Contact Center Manager Server. However, Contact Center Manager
Administration does not support RSM compression. If the compression is
configured, Contact Center Manager Administration real-time displays will
not work. For more information, refer to the Contact Center Manager
Server Installation and Maintenance Guide
Consolidated Real-Time Display (CRTD) data
Contact Center Manager Administration consolidates multicast traffic into
a single stream, and sends it to the client PCs in either multicast or unicast
format.
Note: Because the unicast option has a significant impact on network
bandwidth requirements and CPU usage, Nortel recommends that you use
multicast mode of network communication where possible.
In a network Contact Center Manager Server environment, Contact Center
Manager Administration can consolidate traffic from multiple contact
center servers. The RSM multicast data streams may originate at local and
remote sites, and may be directed to both local clients and remote clients. In
this environment, the consolidated display data is known as Network
Consolidated Real-Time Display (NCRTD) data.

Raw data
C
Consolidated data
A, B, C, and D are Contact Center

Manager Server sites. Contact Center
Manager Administration is located at
site A.
WAN
B D
Local Contact Center

Manager Server A
Contact Center
Manager Administration

NCRTD multicast characterization

The inputs required to characterize the NCRTD multicast traffic are:
send rates (time intervals in seconds) for each of the following statistics:
Agent
Application
Skillset
Nodal
IVR
Route
the number configured for each of:

Active agents
Applications
Skillsets
IVR queues
Routes
Note: Number of nodes is always equal to 1.

the number of data streams sent for each of the listed statistics. This value is
0, 1, or 2 for each type of statistic. The two types of data streams are
Moving Window and Interval-to-date.
NCRTD unicast characterization

The inputs required to characterize unicast traffic are the same as those for
multicast traffic, with the following additional input: number of unicast
connections for each type of statistic (Agent, Application, Skillset, Nodal, IVR,
and Route). A separate unicast data stream is required for each unique unicast
display on each client. The number of possible unique displays per client is 12—
six for Moving Window statistics and six for Interval-to-date statistics. If more
than one identical display for a particular statistic type is required on a given
client, then only one unicast stream is sent for both.
For example, if two Agent/Moving Window displays are opened by the same
client, only one Agent/Moving Window data stream is sent. However, if another
client PC opens an Agent/Moving Window data stream, a new unicast stream is
sent from the server. Two identical streams are open at this point.

Contact Center Manager Client performance
The following section describes performance impacts to Contact Center

Manager Administration client.
Contact Center Manager Client CPU impact

The real-time displays have the largest impact on CPU performance on Contact
Center Manager Client. The input parameters used in calculating Contact Center
Manager Client CPU requirements are:
the refresh rate (assumed identical for each display)
the number of lines displayed (over all displays, including fixed header
rows)

Minimizing CPU load
There are several ways to reduce CPU load on the Contact Center Manager
Administration server and client.
Contact Center Manager Administration server

To minimize CPU load, make the following adjustments in Contact Center
Manager Administration:
Reduce real-time display refresh rates.
Stagger scheduled historical reports so that they are not scheduled to run at
the same time.
Schedule large reports to run at off-peak hours.
Schedule antivirus scanning to occur at off-peak hours.
Perform backup/restore procedures at off-peak hours.
Contact Center Manager Administration client

To minimize CPU load, make the following adjustments in Contact Center
Manager Client:
Reduce real-time display refresh rates.
Configure the client to display less data by using data partitioning and
filtering.
If the parameters are exceeded, you can use more than one Contact Center
Manager Administration, and you can split Contact Center Manager
Administration users across the multiple Contact Center Manager
Administration servers.


Chapter 19
Engineer Contact Center Multimedia
In this chapter
Overview 380
Contact Center Multimedia server 382
Checklist 383
Contact Center Multimedia hardware requirements 385
Windows networking requirements 386
System network configuration 390
Calculating disk storage requirements 395
Integrating the external Web server 398

Engineer Contact Center Multimedia Standard 11.12
Overview
Multimedia satisfies the capacity requirements of your contact center. To assist
you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool
License Manager
Citrix server
co-resident server

load
Servers
components.

January 2008 Engineer Contact Center Multimedia

Contact Center Multimedia server
Contact Center Multimedia delivers Outbound, e-mail, and Web communication

to the contact center.
Outbound campaigns are created through the Outbound Campaign Management

Tool, which is accessed though Contact Center Manager Administration. An
outbound campaign is loaded on the Contact Center Manager database where it
routes contacts to skillsets for queueing to specific agents based on priority.
Contact Center Multimedia server provides an e-mail manager that monitors

specific e-mail boxes and routes incoming e-mail from the database to skillsets
for queueing to specific agents based on skills based routing. Contact Center
Multimedia server provides Web services for integrating your Web site with the
contact center. The Web services features text chat and scheduled callback
(known as click-to-call).
This chapter covers how to plan your contact center for Outbound, e-mail, and
Web communications.

Outbound, e-mail, and Web communications are not supported in SIP-
enabled contact centers.
Outbound, e-mail, and Web communications are not supported with
Communication Server 2x00 switches.
Networking for multimedia and outbound contacts is not supported.

Checklist
When you plan a contact center, the tasks you perform depend upon the
components you plan to use.
For base systems, perform the tasks in the following checklist.
Description ✔
Determine the Windows networking requirements. See “Engineer the

e-mail server” on page 551.
Determine the system network configuration. See “System network

configuration” on page 390.
Determine hardware requirements for Contact Center Multimedia.

See Chapter 9, “Hardware requirements.”
Determine the requirements for Communication Control Toolkit. See

Chapter 20, “Engineer Communication Control Toolkit.”
Determine disk space requirements for Contact Center Multimedia.

The server requirements depend on agent numbers and anticipated
contact volume. Storage space must take into account the space
requirements for attachments to e-mail. For more information, see
“Calculating disk storage requirements” on page 395.
(Optional—only for e-mail) Determine the requirements for the

e-mail server configuration and mailboxes. For more information,
see “Engineer the e-mail server” on page 551.
Determine the telephone switch requirements. See “Engineer the

telephone switch for multimedia” on page 555.
Unless otherwise specified, references to the Communication Server
1000 telephone switch also apply to the Communication Server
1000M telephone switch.

Description ✔
Determine the skillset requirements for the system and routing

requirements within Contact Center Multimedia and in Contact
Center Manager Server scripting. For more information, refer to
Chapter 27, “Engineer Contact Center Manager for multimedia.”
(Optional—only for Web communications) Determine the

requirements for integrating the your Web server with the Contact
Center Multimedia Web services. For more information, see
“Integrating the external Web server” on page 398.
For Outbound, e-mail, and Web communications, refer to the Contact Center
Manager Installers Roadmap, on the Partner Information Center

Contact Center Multimedia hardware

requirements
For Contact Center Multimedia server hardware requirements, see “Server

hardware requirements” on page 254.
For Contact Center Agent Desktop and Outbound Campaign Management Tool
hardware requirements, see “Client hardware requirements” on page 262.

Windows networking requirements
Before you install Contact Center Multimedia, your network administrator must
configure your Microsoft Windows network.
Simplest configuration
In the simplest configuration, the network administrator adds your Contact
Center Multimedia and Communication Control Toolkit servers to the domain
forest of the Contact Center Agent Desktops.
The following graphic shows a single domain configuration.

Multiple-domain configuration
Optionally, the network administrator can put the Contact Center Multimedia
server, the Communication Control Toolkit server, or both, into a different
domain than the Contact Center Agent Desktops. However, each of these
domains need a two-way trust relationship with the others. If all domains are in
the same forest, then a two-way trust is automatically setup between the
domains.
For example, if you have three domains, one containing your Contact Center
Multimedia server, one containing your Communication Control Toolkit server,
and one containing your Contact Center Agent Desktops, the following
conditions must be true:
The Contact Center Multimedia domain needs a two-way trust relationship
with both the Communication Control Toolkit and Agent Desktop Display
domains.
The Communication Control Toolkit domain needs a two-way trust
relationship with both the Contact Center Multimedia and Contact Center
Agent Desktop domains.
The Contact Center Agent Desktop domain needs a two-way trust
relationship with both the Contact Center Multimedia and Communication
Control Toolkit domains.
A two-way trust relationship between two domains means that members of both
domains have access to the resources of the other domain without having to log
on to that domain. For example, in a two-way trust relationship between the
Contact Center Multimedia and Communication Control Toolkit domains,
members of the Communication Control Toolkit domain have access to the
resources of the Contact Center Multimedia domain, and members of the
Contact Center Multimedia domain have access to the resources of the
Communication Control Toolkit domain. For more information about trusts,
refer to the Communication Control Toolkit Installation & Maintenance Guide
and the Microsoft Web site (www.microsoft.com).

The following graphic shows a multiple domain configuration.

Windows configuration checklist

When configuring the Microsoft Windows network, the network administrator
must complete the tasks in this checklist. For more information about
completing these tasks, refer to the Contact Center Multimedia Installation
Configuration task ✓
Configure the Communication Control Toolkit desktop
Configure Agent Roaming

System network configuration
This section provides an overview of the Contact Center Multimedia system

network configuration. For more information about configuring Contact Center
Multimedia, refer to the Contact Center Multimedia Installation and
Maintenance Guide and the Contact Center Manager Server Installation and
Maintenance Guide.

Contact Center Multimedia network configuration

The following illustration shows a sample Contact Center Multimedia network
configuration.
E-mail server CRM WWW

MS Exchange, Lotus
Domino, and so on.
Fax, SMS Gateway
Web Services fo third-party
Outbound Campaign Web Services
System Integration.
Manager tool Web Communications
Third Party applications
External Web Server
(for example CRM and IVR)
POP3 SMTP
Contact Center
Multimedia server
Contact
Center
E-mail manager Multimedia
E-mail touch point Contacts database web services
Auto-acknowledgment (Geographic redundancy using
/Auto-response database shadowing to
Keyword analysis a remote site)
Contact
manager
client
Agent user
Contact queued
interface
Web server
SOAP/XML
Contact Center (SLL encrypted)
Manager Server
Administrating and Reporting Contact Center
Open Q - Consolidated voice and Agent Desktop
Multimedia Contact scripting multimedia skillset/agent
queuing and and queuing reports
routing
Reporting
Statistics stream
Toolkit (switch independent
Firewall Friendly CTI) Contact pushed to agent
using Communication
Control Toolkit

392
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
Center Multimedia.
Keyword Analysis/
Contact Center Rules Engine
Manger Admin CRM
Engineer Contact Center Multimedia
Open
Statistics CMF MS Exchange, 3rd Party App
Queue Contacts
Unified Stream (CRM/IVR)
Database Lotus Domino,
Admin and
Reporting etc, Fax, SMS
Gateway
Open CCM
Contact queued
Queue Web
(RPC)* Web
Client Services
communication
server
Agent UI/
*Firewall not supported
Web
between CCMS and CCMM
Server
servers SOAP/XML
80/443
CCT
Contact pushed to
Agent Desktop
agent via CCT
CCAD
(29373)
LAN
HTTPS/HTTP
Customer
(1972) Firewall
for reporting (Optional)
Contact Center Multimedia port requirements
Enterprise
LAN / WAN
(Managed Ethernet Switch – for Routing
example, BPS 2000, Baystack 450, Switch
and so on)
Internet
Firewall
The following diagram shows an overview of the TCP ports required for Contact

Standard 11.12
Contact Center Multimedia ports
Network
Port Host Client interface Functionality
1972 Contact Center Contact Center Contact Center Port opened on

Multimedia Server Manager Multimedia Cache database for
Administration database reporting
Server
110 E-mail server E-mail Manager E-mail server Receiving e-mail
POP3
995 E-mail server E-mail Manager POP3 over SSL Receiving secure
(optional) e-mail (optional)
25 E-mail server E-mail Manager SMTP Sending e-mail
80 Contact Center Any Web services SOAP protocol Accessing http

Multimedia Server client (Contact Web services
Center Agent
Desktop, OCMT,
and third-party
Web services
443 Contact Center Contact Center SOAP over SSL Accessing

Multimedia Server Agent Desktop encrypted (https)
Web services
(optional)
29373 Communication Contact Center Communication Remote access

Control Toolkit Agent Desktop Control Toolkit from clients to
Server Communication
Control Toolkit
server (for Contact
Center Agent
Desktop
application)
All the listed ports are configurable.

Bandwidth recommendations
Nortel recommends that the average Nortel server subnet usage not exceed 30
percent of the total bandwidth. This includes all the traffic (even customer
traffic).
The e-mail servers can be remote, but, if they are, the latency and bandwidth of
the connection to these servers result in slower throughput of the overall system.

Calculating disk storage requirements
This section lists the database files used by Contact Center Multimedia and
provides database capacity calculations.
For more information about database requirements, refer to the Nortel Contact
Required database files

When you install the Contact Center Multimedia server component, you install
the files required to operate the database. These files include:
CACHE.DAT in the Nortel\Contact Center\MMDatabase folder. This stores
the Contact Center Multimedia data.
Nortel\Contact Center\Journals folder is created at install time. This folder
contains the Database Journal Files, these are used for Geographic
Redundancy.
Nortel\Contact Center\ShadowJournals folder is created at install time. This
folder is used if Geographic Redundancy is configured and this server is
running as the Redundant server.
During the installation you can select the drive letter that these folders or files
are on. The folder information is fixed.
The CACHE.DAT file grows dynamically as the volume of data in the database
grows. Initially it is just under 45 MB. One million contacts take approximately
20 GB of space.
The Journal files are deleted after seven days. Therefore, the maximum size of
this folder is determined by the number of contacts that arrive in a seven-day
period. The space taken is in proportion with the one million available contacts
in 20 GB space.

Transaction log size

Transaction records are stored in the SWCP_logdev.da file. This file is 10 GB in
size, and holds up to 750,000 transactions. Nortel recommends that you purge
the database when the Dashboard utility warns you that the database is at 80
percent capacity.
E-mail attachment storage

E-mail attachments are stored in the attachment folder. The disk space required
to store attachments is calculated as
Disk space for e-mail attachments in MB
= number of e-mails per day
* percent with attachment
* average attachment size in MB
* number of days before purging
Example
Following is the disk storage calculation for a contact center that receives 9000
e-mail every day, where 30 percent of the e-mail have an attachment averaging
0.5 MB in size, and attachments are stored for 10 days before they are deleted.
Disk space for e-mail attachments in MB
= 9 000 * 0.02 * 0.5 * 10
= 900 MB
Maximum number of days before purging or archiving

The maximum number of days before you must purge or archive the database
can be determined given the total amount of disk space in GB available (TGA):
where
ndpMax is the maximum number of days before you must purge or archive
the database
ntx is the number of transaction records per day

nts is the number of text chat sessions per day

nemd is the number of e-mail sessions per day, which is calculated as (# of
e-mail/agent/day)*(# of agents)
is the ceiling function (least integer greater than or equal to the

expression)
2,000,000 represents the 2 GB allocated for the e-mail attachments
Notes:
1. Remember that when you purge the database, you permanently remove the
information from the database.
2. You can use the Dashboard utility to monitor the services in your system.
For more information, refer to your Contact Center Multimedia Installation
Example
If, on an average daily basis, there are 20,000 transaction records, 4000 text chat
sessions, and 5000 e-mail sessions with no attachments, the maximum number
of days that can be tolerated before purging for a 10 GB (10.24) disk space
availability is given as

Integrating the external Web server
Before you install the Contact Center Multimedia components on the External
Web server, you must consider the following:
Web traffic estimates (including LAN traffic)
Contact Center Multimedia provides a sample customer interface. You must
have a Web designer modify and integrate your Web site to enable
transactions to enter Contact Center Multimedia. For more information,
refer to the Contact Center Multimedia Installation and Maintenance
Guide.
Contact Center Multimedia Web server integration with the Contact Center
Multimedia server is through HTTP protocol, which is transported through
Port 80 or Port 443 if though SSL. These are standard ports and do not need
any special firewall configuration.

Chapter 20
Engineer Communication Control

Toolkit
In this chapter
Overview 400
Operating system configuration requirements 406
Capacity 407
Guidelines to minimize capacity requirements 411
Client requirements 414
Communication Control Toolkit and ICM configuration 415

Engineer Communication Control Toolkit Standard 11.12
Overview
You must ensure that the platform on which you plan to install Communication
Control Toolkit satisfies the capacity requirements of your contact center. To
assist you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool
License Manager
Citrix server
co-resident server

load
Servers
components.

January 2008 Engineer Communication Control Toolkit

For a list of Communication Control Toolkit hardware requirements, see

Chapter 12, “Hardware requirements”.
CPU requirements
Communication Control Toolkit requires a processor from the Intel Pentium
suite. For optimal performance, average CPU use must not exceed 70 percent
over an interval of 20 minutes.
It is expected and normal for CPU use to exceed 70 percent (with use as high as
100 percent) for short periods.
As the number of agents, number of resources, and call loads increase, the speed
of the processor required to maintain average CPU use below 70 percent also
increases.
Hard disk requirements
Communication Control Toolkit requires at least 2 GB of hard disk space for

installation. The Communication Control Toolkit installer requires a minimum
of 128 MB free on the C drive, regardless of the location of the target installation
drive. This minimum size is due to the installer requiring a temporary directory
on the C drive from which to work.
When you install the Communication Control Toolkit server, ensure that you
have enough space allocated for the Communication Control Toolkit database.
The Communication Control Toolkit database is installed on the default drive in
the Program Files\Microsoft SQL Server\MSSQL$VCNNCCTDB directory. You
must have a minimum of 68.1 MB in this directory to install the Communication
Control Toolkit database; however, the database can reach a maximum size of 2
GB.

Memory requirements
The following section details the RAM requirements and paging file size
recommendations for Communication Control Toolkit.
RAM requirements
Communication Control Toolkit requires at least 1 GB of RAM. Additional
RAM may be required for systems with a greater workload.
To determine whether the amount of memory on your platform is adequate for

your workload, use the Windows Performance Monitor. During steady state
operation, the average value of the pages per second counter for a 20-minute
period must not exceed 5. If it does, increase RAM and adjust the paging file
size (see “Paging file” on page 403).
You can use more than the recommended amount of RAM, but allow additional
disk space to accommodate the increase in size of the paging file (see the
following section).
Paging file
The following table shows the default paging file sizes set during the Windows
installation.
Minimum paging file Maximum paging file

Server RAM size size size
2 GB or greater 2 GB 2 GB
For a system with 2GB of RAM, the default minimum paging file size is
2 GB and the default maximum paging file size is 2 GB. To optimize
performance, however, Microsoft recommends that the minimum paging file
size equal the maximum paging file size. Therefore, Nortel recommends that
both the minimum and maximum paging file sizes be set to 2 GB.
If any of the following conditions apply, the default system complete memory
dump is not generated when the system stops unexpectedly:
You are using multiple paging files distributed over separate disks.
The paging file is not on the system boot drive (C drive).
Physical RAM size is larger than 2 GB.

To ensure that a complete system memory dump can be generated, Nortel

recommends that:
the paging file size not exceed 2 GB.

the paging file resides on the C partition.
Modems
Communication Control Toolkit does not run on a server with a modem
connected. Therefore, do not install a modem on the Communication Control
Toolkit server. To enable remote support for the server, set up a Remote Support
VPN (see Chapter 29, “Remote support with a VPN”).
Server location
The physical location of the Communication Control Toolkit server depends on
the type of connection you require. In a contact center or self-service
environment, the server must be collocated with Contact Center Manager
Server. In a knowledge worker environment, the server must be collocated with
the telephone switch.
Backup, disaster recovery, and solution redundancy

A backup tape drive is not a requirement for Communication Control Toolkit.
You can use a hardware-RAID solution if it does not have a negative impact on
Communication Control Toolkit performance. If you encounter issues with a
hardware-RAID solution, refer to the RAID vendor.
Software-RAID solutions, such as the one available from Microsoft, are not
supported.
If you require a hardware-redundant solution, it must be tested by one of the

following:
verification testing by a Nortel Packaged Services group
compatibility testing through the Nortel Developer Program

For information, refer to your Nortel representative or visit the Nortel developer
program Web site at www.nortel.com/developer.
Communication Control Toolkit does not support Microsoft clustering because

the software is currently not cluster aware.
Backing up and restoring TAPI files

For historical and data recovery purposes, backing up TAPI files may be
required in order to retain your TAPI data and configurations. For procedures to
back up and restore the TAPI database (m1spdb.mdb) and the TAPI tsec.ini files,
refer to the Communication Control Toolkit Installation and Maintenance
Guide.
Phone set considerations

If your telephone set supports Auto Hold Allowed (AHA), Multiple Appearance
Reduction Prime (MARP), Multiple Appearance Directory Number (MADN),
or Call Forwarding, you must disable the configurations. These configurations
are not supported in Communication Control Toolkit 6.0.
If you set call forwarding in the Communication Control Toolkit Client

software, you can use the call forwarding feature.

Operating system configuration requirements
For a list of Communication Control Toolkit operating system requirements, see

Chapter 12, “Disk partitioning requirements”.
Domain considerations
The server cannot be a domain controller. It can be a stand-alone server within a
domain.
Remote Access Services

Communication Control Toolkit does not run on a server if RAS is configured or
there is a modem connected. Therefore, do not configure RAS or install a
modem on the Communication Control Toolkit server.
Notes:
1. If Remote Access Services is installed, the service must be disabled.
2. Remote support with a directly connected modem is not possible. Nortel
recommends a Remote Support VPN be implemented for Communication
Control Toolkit (see Chapter 29, “Remote support with a VPN”).

Capacity
The performance of the Communication Control Toolkit server depends on a

number of factors, including:
number of resources (terminals, addresses, and users)
number of clients
number of calls per hour, call duration, and call complexity—transfers,
conferencing, and attached caller-entered data all increase call complexity,
and, therefore, the resources required to process a call
amount of call-attached data (see the following section)
hardware configuration (processor speed, memory, and disk space
available)
For more information about hardware platforms, see “Hardware
requirements” on page 402.
debugging and logging activities
type of solution (Communication Control Toolkit, IPML, or both)
A system running both Communication Control Toolkit and IPML
requires more system resources than a system running only
Communication Control Toolkit or IPML.
To calculate the hardware requirements for your environment, use the CapTool
application. For more information, refer to the CapTool User’s Guide.
Call-attached data
The amount of data attached to a call has a significant impact on performance.
Attached data that affects performance includes both Communication Control
Toolkit data and IVR data. Communication Control Toolkit handles a maximum
of 4096 bytes of attached data (Communication Control Toolkit + IVR) per call.
The default call data size per call is 512 bytes. To optimize performance, use the
TAPI Service Provider database utility to set the call data size to match your

actual call data requirements (for detailed instructions, see the Communication
Control Toolkit Installation & Maintenance Guide). If the call data size is set
higher than your requirements, performance suffers because unnecessary
memory is allocated for each call.
ATTENTION
Q Signaling (QSIG) Path Replacement and Trunk Anti
Tromboning is not supported in Communication Control
Toolkit 6.0.
Debugging activities
There are four main logging sections in Communication Control Toolkit:

Communication Control Toolkit Server logging
Communication Control Toolkit Connector logging
Snap-in logging
Data Access Layer logging
Each section has a number of logging levels:

Communication Control Toolkit Server logging
Trace Service Provider Events
Trace Client Session Events
Trace CMF Events
Enable Debug Logging
Communication Control Toolkit Connector, Snap-in, and Data Access

Layer logging
Verbose
Information
Warning
Error
Critical
The logging level of each section is independent. You set the logging level for
the Snap-in to Verbose and the logging level for the Connector to Critical.

You configure logging levels using the Communication Control Toolkit

Configuration Tool.
If the logging level is set to then these message levels are output
Verbose All
Warning Warning, Error, and Critical

Error Error and Critical
Critical Critical
Messages are written to the Communication Control Toolkit Logging Utility,

CCTDBM.exe.
Each Communication Control Toolkit main component (Communication

Control Toolkit, Communication Control Toolkit Connector, Communication
Control Toolkit Snap-in, and Communication Control Toolkit Data Access
Layer [DAL]) writes to its own instance of the Communication Control Toolkit
Logging Utility. Therefore, if logging is enabled only for Communication
Control Toolkit Connector, only one instance of the Communication Control
Toolkit Logging Utility runs. However, if logging is enabled for all of the four
main components, four instances of the Communication Control Toolkit
Logging Utility run, one for each section.
The Communication Control Toolkit Logging Utility can store messages to a

file; it can write messages to the screen without saving them to file; or it can
write messages to both the screen and a file.
The Communication Control Toolkit Logging Utility consumes Communication

Control Toolkit server CPU. CPU use increases as the number of messages
output increases.
To reduce CPU use, follow these guidelines:

Log only to a file. Logging to the screen and to a file is acceptable at low
call rates, but as the call rate increases, this process consumes more CPU
resources. Logging to the screen is CPU-intensive, and as messages cannot
be read at high call rates (they scroll too quickly), it is better to log directly
to a file.

Enable logging only for relevant sections. For example, if you are writing a
Communication Control Toolkit client application, you need to enable
logging only for the Communication Control Toolkit server.
Always use the appropriate logging level. For example, if you are writing a
Communication Control Toolkit client application, you need to enable only
the Trace Service Provider Events and Trace Client Session Events levels
for the Communication Control Toolkit server.
You must provision your server for the Communication Control Toolkit Logging
Utility application at peak times, with all applications running, without
exceeding the 70 percent CPU use guideline.
For more information about capacity limits, see “Product limits” on page 588.
CTI application performance impact

MLS can be used in a contact center environment. It is an intelligent signaling
link offering computer-telephony integration (CTI) applications access to
Communication Server 1000/Meridian 1 PBX call processing functions.
If you use Meridian Link Services (MLS) with Communication Control Toolkit,
there is an impact on Contact Center Manager Server performance.

Guidelines to minimize capacity requirements
The engineering models used to calculate the capacity requirements of your

contact center assume that you follow certain guidelines to minimize the load on
your server.
Steady state operation

Steady state refers to an operational state in which average values of the capacity
parameters do not change with time. For example, CPU use may vary widely at
different consecutive time intervals; however, if you examine the average values
of CPU use taken over consecutive 20-minute intervals, during a period of
steady state operation, these average values are approximately the same.
Guidelines for steady state operation

To ensure trouble-free operation of the server, adhere to the following guidelines
for steady state operation:
Processor CPU—Average CPU use over an interval of 20 minutes during
the peak hour under steady state operation must not exceed 70 percent.
Server RAM memory—Average pages per second (found in the Memory
Object of the Performance Monitor) over an interval of 20 minutes during
the peak hour under steady state operation must not exceed 5.
Server virtual memory—Committed Bytes (found in the Memory Object
of the Performance Monitor) must not exceed 90 percent of the Commit
Limit (also found in the Memory Object of the Performance Monitor).
Physical and virtual memory—For optimal performance, you must
adhere to the Microsoft recommendations for physical RAM and virtual
memory sizing. For more information, see “Memory requirements” on page
403.

Nortel server subnet network traffic—Average Enterprise IP network use

must not exceed the limit specified on page 534 (for a contact center or self-
service environment), or on page 524 (for a knowledge worker
environment).
ELAN subnet traffic—In a knowledge worker environment, average
ELAN subnet use must not exceed the limit specified on page 524.
Communication Control Toolkit provides a number of import utilities. Do not

use these utilities while the Communication Control Toolkit server is operating
in a steady state. Use them only during initial configuration of the
Communication Control Toolkit server or when the Communication Control
Toolkit server is offline.
Guidelines for non-steady state operations

Non-steady state processes can impact the steady state call processing activity of
the server. To minimize their impact, Nortel recommends a number of
restrictions:
All non-steady state processes
Run only one non-steady state process at any given time.
Database backup
Perform database backups during off-peak hours.
Checking files for viruses
Perform this activity during off-peak hours. For more details, see the
Contact Center Manager Server Installation and Maintenance Guide,
available on the Partner Information Center (www.nortel.com/pic).
When employing the Communication Control Toolkit Configuration Tool to do

a Data Import from the telephone switch dump, ensure that the following
services are stopped:
ACDProxy
Telephony Service

When operating any of the import utilities in the Communication Control

Toolkit snap-in to import resources into Communication Control Toolkit, ensure
that the following services are stopped:
NCCT Server
NCCT Communication Control Toolkit Connector Service (if installed)
Nortel Networks MPS Manager (if installed)
Nortel Networks RSH Daemon (if installed)

Client requirements
The application developer must specify the requirements of the Communication

Control Toolkit client PC. Communication Control Toolkit clients must meet the
following minimum requirements.
Operating system
Communication Control Toolkit supports applications running on a Platform
Vendor Independent client running one of the following operating systems:
Microsoft Windows XP Professional
Windows Server 2003 (Standard Edition or Enterprise Edition)
The client PC must meet the minimum requirements of the operating system.
Port requirements
Communication Control Toolkit clients use a single port for communication
with the Communication Control Toolkit server. By default, this port is 29373;
however, the port number is configurable (for detailed instructions, see the
Communication Control Toolkit Installation & Maintenance Guide).
If you are using a firewall, ensure that this port is open.

Communication Control Toolkit and ICM

configuration
Only one of the following voice capable service providers can be installed in a
Contact Center 6.0 Communication Server 2x00/DMS solution:
Communication Server 2x00/DMS (voice)—Knowledge Worker
Communication Server 2x00/DMS (voice)—Contact Center
In a multimedia Contact Center solution, Communication Control Toolkit

requires a logical connection to the Open Queue on Contact Center Multimedia.
For more information about Open Queue, refer to “Hardware requirements” on
page 218.
The Open Queue connector requires either a SIP or CCT service provider.
High level overview

These are the basic steps to configuring the Communication Control Toolkit for
a Communication Server 2x00/DMS telephone switch.
1. Configure the Communication Control Toolkit required components:
LinkPlexer 6.0
CCT 6.0
IVR-CTI (if it has been installed)
2. Configure the Contact Center License Manager to use the Communication
Control Toolkit enabled license.
3. Configure the Communication Control Toolkit:
Configure server parameters (secure by default)
Add users—manual or import
Add Contact Center users —manual or import
Add terminals—manual or import
Add addresses—manual or import
Create groups—optional and advisable

Add workstations—optional and manual or import

Assign users, terminals, addresses and (optional) workstations
LinkPlexer is still a pre-requisite if you configure more than two ICM

applications.
Communication Control Toolkit for Communication Server 2x00/DMS

platform requirements
For the basic platform requirements for installing Communication Control
Toolkit for Communication Server 2x00/DMS, refer to the Communication
Control Toolkit requirements in Chapter 12, “Communication Control Toolkit.”
In addition to those requirements, perform the following procedures.
Installing the SNMP Service

1 Open the Windows Components Wizard.
a. Select Start > Settings > Control Pane.
b. Select Add/Remove Programs.
c. Select Add/Remove Windows Components.
2 In Components, select Management and Monitoring Tools (but do not
select or clear its check box)
3 Select Details.
4 Select Simple Network Management Protocol check box and select OK.
5 Select Next.
Installing the License Manager server, if not already available

The License Manager server can be installed on the Contact Center Manager
Server or Communication Control Toolkit server or standalone in the network.

Communication Control Toolkit can use the MPS 3.0 License Manager if a
Contact Center 6.0 version is not available.
Service providers are installed as part of Communication Control Toolkit
installation.

Installing LinkPlexer
Check if the solution requires LinkPlexer 6.0. If it is not already available, then
install it.
LinkPlexer 6.0 can be co-resident with Communication Control Toolkit 6.0 with
TCP/IP connections, but cannot be coresident with Communication Control
Toolkit 6.0 with X.25 connections.
Installing Communication Control Toolkit

The installation process for Communication Control Toolkit allows you to
choose between the following CTI environments:
Contact Center (ACD)
Knowledge Worker
Following the instructions in the Communication Control Toolkit Installation &

Maintenance Guide.


Chapter 21
Engineer a replication server
In this chapter
Overview 420
How Contact Center Standby Server works 424
Agent status during a switchover 427
Initializing the Standby Server database 428
Switchover options 430
Stable Queue 434
Requirements 436

Engineer a replication server Standard 11.12
Overview
The Contact Center Standby Server feature supports a warm standby

configuration so that the backup server (Standby Server) can run your contact
center if the primary server (Active Server) fails. You configure the Standby
Server for Contact Center Manager Server the same as the Active Server for
your Contact Center Manager Server, with identical scripts, agents, and so on.
However, you do not connect the Standby Server to the telephone switch.
If the Active Server fails, or if you decide to stop its service for a while, the
Standby Server will take over operation of the contact center. This avoids costly
down-time for the contact center.
You can use the Contact Center Standby Server feature with Contact Center
Manager Server nodal servers.
The Contact Center Standby Server feature uses Sybase Replication Server
product to maintain a pair of Contact Center Manager Server databases—an
Active Server database and a Standby Sever database. The Active Server
database belongs to the Active Server, while the Standby Server database
belongs to the Standby Server.
The Replication Server runs on a dedicated server that is separated from either
the Active Server or the Standby Server.
During normal call processing, the Active Server regularly updates its database.
The Replication Server copies the database updates to the Standby Sever
database. The Replication Server updates the Standby Server database in the
same manner as the Active Server updates its database to maintain consistency
between the databases.
ATTENTION
Co-residency is not supported in Contact Center
Standby Server. You cannot install a Standby Server
for an Active Server with Contact Center Manager
Server, Contact Center Manager Administration, and

January 2008 Engineer a replication server
Enhanced switchover
No configuration of Contact Center Manager Server computer names or IP
addresses is required during the switchover.
Automatic switchover
You can use the Automatic Switchover option to switch over to the Standby
Server without any user intervention. The automatic switchover is limited to the
operation of the Standby Server and does not take into account additional
application servers such as Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot. Nortel recommends that you use one of the
manual switchover options for Campus Redundancy. For more information, see
the Contact Center Manager Server Installation and Maintenance Guide for the
Standby Server.
You configure this option on the Replication Server.
Alarms and events for the Replication Server and Contact Center
Manager Server
A new alarm is added on Contact Center Manager Server to alert the
administrator when the connection between the Active Contact Center Manager
Server and the Replication Server is disrupted.

Geographic redundancy
A Geographic Redundancy solution consists of a Primary and a remote
Secondary site. All equipment at the Primary site is duplicated at the Secondary
site including Contact Center Manager Server, Contact Center Manager
Administration, switch, Contact Center Multimedia, Communication Control
Toolkit, CallPilot, and so on, as applicable. The Primary and Secondary sites are
connected using the enterprise WAN. Each Contact Center Manager Server is
connected to its local CS 1000 server. The Replication Server replicates the
database transactions between the Primary Contact Center Manager Server and
the Secondary Contact Center Manager Server.
Campus redundancy
Campus Redundancy solution consists of a Primary Contact Center Manager
Server, a Secondary Contact Center Manager Server, and a Replication Server.
The servers are co-located in the same physical location and on the same
network subnet. The Primary and Secondary Contact Center Manager Servers
can be connected to the same, or separate, switch, and co-located in the same
physical location on the same network subnet. The Replication Server replicates
the database transactions between the Primary Contact Center Manager Server
and the Secondary Contact Center Manager Server.
In normal operation the Secondary Contact Center Manager Server is not

operational.

The warm standby configuration is one to one. The Primary Contact Center
Manager Server replicates to only one Secondary Contact Center Manager
Server.
Each Primary and Secondary Contact Center Manager Server are configured
with a unique computer name and Nortel server subnet IP address. Each Contact
Center Manager Server is configured with a unique ELAN subnet IP address
(optional).

How Contact Center Standby Server works
The Contact Center Standby Server feature consists of the following seven
components:
1. Active Server database
2. Standby Server database
3. Replication Agent
4. Transaction log
5. Replication Server
6. Stable Queues
7. Replication Server database
Active Server database

Users generally use the Active Server database in daily operation. Contact
Center Manager Server clients connect to the Active Sever database and update
the database tables. Such clients include Contact Center Manager Server
applications that run on the server, as well as Contact Center Manager Server
clients that connect to the server.
Standby Server database

Contact Center Manager Server clients do not update the Standby Server
database. The Replication Server updates the Standby Server database,
performing updates that are identical to updates performed by clients on the
Active Server database. The Standby Server database is part of the Standby
Server Contact Center Manager Server application. Also, no Contact Center
Manager Server applications or clients are connected to the Standby Server.

Replication Agent
The Replication Agent is a Sybase thread that runs on the Active Server. The
Replication Agent connects to the Replication Server as a client and sends
transactions performed on the Active Server database to the Replication Server.
The Replication Agent sends the transactions to the Replication Server in real
time and in the same order as the transactions are performed on the active
database.
Transaction log
Each database has an associated transaction log in the Contact Center Manager
Server database. This log maintains a record of each transaction that occurs in its
associated database. The Replication Agent scans this log and passes
transactions to the Replication Server.
Replication Server
The Replication Server is a Sybase database application that runs on the
Replication Server machine. The Replication Server receives transactions from
the Replication Agent on the Active Server. The Replication Server then stores
the transactions in a Stable Queue that resides on the Replication Server
machine. The Replication Server connects as a client to the Standby Server
using a Data Server Interface (DSI) connection. The Replication Server reads
the transactions from the Stable Queue and then executes the transactions on the
standby database. Transactions remain in the Stable Queue until the Replication
Server executes the transactions on the Standby Server database.
Stable Queues
Stable Queues are queues where the Replication Server stores transactions
destined for the Standby Server database. Transactions remain in a Stable Queue
until the Replication Server executes them on the standby database. If the
connection to the Standby Server database is interrupted, the transactions from
the Active Server database are stored in the Stable Queue until the connection to
the Standby Server database is restored. The Stable Queues reside on a dedicated
disk device.

To calculate the stable queue size for the Replication Server, see the Contact
Center Manager Server CapTool, available on the Partner Information Center
Web site (www.nortel.com/pic).
Replication Server database

The Replication Server database is a Sybase database that stores Replication
Server configuration data, such as data about which servers are part of a Warm
Standby configuration (which server is currently in active mode, and which
server is in standby mode). The Replication Server connects to the Replication
Server database. The Replication Server database does not store Contact Center
Manager Server data.

Agent status during a switchover
When the Active Server goes down, the agents continue to be connected to the
current call presented to them through Contact Center Manager Server skill-
based routing. Subsequent calls are plain ACD calls and are presented to their
set Default Queue. The agents do not need to log on and are only aware that
Contact Center Manager Server is out of service based on information on their
set displays. No skillset information is displayed on the set when calls are
presented.
When the Standby Server comes back up, the ASM starts on the new Active
Server and the TNs are acquired. The agents continue to be connected to the
current call presented to them through ACD, until the call is released. When the
call is released, the agent’s set logs out, Set Busy appears on the display, and the
MakeSetBusy key lamp is activated. The agents must log back in to handle
Contact Center Manager Server skillset calls.

Initializing the Standby Server database
When configuring a Warm Standby system, and before replication begins, you
must initialize the Standby Server database so that it is identical to the Active
Server database. Initializing the Standby Server database involves backing up
the Active Server database and restoring the backup on the Standby Server
database. This method allows the Active Server to continue operating while the
Warm Standby system is configured. Database updates continue in the Active
Server database as part of normal call center operations before and after the
database backup is created on the Standby Server.
In such a scenario, it is important that database updates included in the database

backup and restore are not replicated to the Standby Server, as this can cause
errors in the Standby Server database. The Replication Server has a mechanism
that distinguishes between transactions that occurred before the database backup
was created and transactions that occurred after.
The Replication Server uses a system of

markers to distinguish between Log Included in
transactions that occurred before the grows backup, and
database backup was created and Enable marker loaded in the
standby data-
transactions that occurred since. base
Dump marker
When a Warm Standby system is Applied to the
configured, the Replication Server writes standby data-
an enable replication marker into the base
Active Server database transaction log.
The Active Server writes a dump marker
onto the Active Server database transaction log when a database backup is
created.
The Replication Agent on the Active Server scans transactions in the transaction
log, including the markers, and sends them to the Replication Server. The
Replication Server starts replicating transactions to the Standby Server when it
receives the first dump marker after it receives the enable replication marker.

Additional Information
Additional Sybase Replication Server documentation is available on the Sybase
Web site (www.sybase.com).
For more information on Standby Servers, see the Contact Center Manager
Server Installation and Maintenance Guide for the Standby Server.

Switchover options
There are two switchover options used with Standby Server.

Option One—Option One switchover is invoked manually, or it is used in
conjunction with the Automatic Switchover option if it is enabled. This
option configures the Standby Server for use and launches its Contact
Center Manager services without further user intervention.
Use Option One for Geographic Redundancy scenarios. You can also use
Option One for Campus Redundancy scenarios if you are updating Nortel
or third-party applications with the address of the Standby Server, and
doing so does not involve significant overhead.
Option Two—Option Two switchover is invoked manually only. If you use
Option Two, you must change the computer name and Nortel server subnet
IP address on each server during switchover. The remaining steps are
automated. Use this method for Campus Redundancy scenarios where
updating Nortel third-party applications with the address of the Standby
Server involves significant overhead.
ATTENTION
If the Active and Standby Servers are members of a Windows
domain, it is necessary for the Domain Administrator to
remove the Standby Server computer name from Active
Directory Users and Computers on the Domain Controller.
You can then change the name of the Standby Server to that of
the Active Server.
Stage One and Stage Two

During the switchover procedure, this document refers to Stage One and Stage
Two. Stage One is complete when the Standby Server is active and running the
Contact Center. At this point the Active Server is neither in active nor standby
mode.
Stage Two is complete when the Active Server is set in standby mode and data is
replicated from the Standby Server to the Active Server.

When Stage One is complete, decide when and if to proceed to Stage Two. This
depends on the outage scenario.
At the end of Stage One, you must check the multicast configuration on the
Standby Server, otherwise Real-Time Displays (RTD) do not work. If this is the
first time the Standby Server is configured as active, the multicast is not
configured because it is not retained in the database restore procedure. To check
the multicast configuration, go to Programs > Nortel Contact Center > Manager
Server > Multicast Stream Control and Programs > Nortel Contact Center >
Manager Server > Multicast Address and Port Configuration.
Outage scenarios
Three outage scenarios are documented for each option.
Planned outage—Use this procedure in the event of a planned outage due
to testing in the lab or at a customer site. You can continue to Stage Two
immediately after Stage One is complete.
Short-term failure—Use this procedure in the event of a short-term failure
or shutdown. You do not necessarily continue to Stage Two immediately
after Stage One is complete. First, you must decide whether to remove the
Warm Standby configuration. Decide based on the size of the Stable Queue.
After Stage One of the switchover is complete, the Standby Server
replicates transactions to the Replication Server. The transactions are
buffered in the Stable Queues on the Replication Server.
If the outage of the Active Server is likely to approach or exceed the worst-
case duration provided for by the Stable Queues, remove the Warm Standby
configuration. The Standby Server operates in the nonredundant mode until
the Active Server is recovered; you can reconfigure the Warm Standby
configuration.
If the outage of the Active Server does not exceed the worst-case duration
provided for by the Stable Queues, when the Active Server is recovered,
you can continue with Stage Two of the switchover procedure.
Long-term failure—Use this procedure in the event that the Active Server
suffers a long-term or permanent outage or shutdown. You do not continue
to Stage Two immediately after Stage One is complete. You must remove
the Warm Standby configuration for the Standby Server.

When a new platform for the Active Server is available, you can
reconfigure the Warm Standby configuration. Initially the Standby Server
operates in active mode; therefore you must use the switchover utility to
switch the recovered Active Server to active mode.
Host Name
The Active host name is the host name originally configured on the Active
Server. The Standby Server is configured with a separate host name. Other
Contact Center components, such as Contact Center Manager Administration
and Contact Center Multimedia, connect to the Active Server using the Active
host name.
When you use the Option One switchover, each physical server keeps its original
host name. You must reconfigure the other Contact Center components to point
to the Standby Server host name.
When you use the Option Two switchover, you must reconfigure the Standby
Server with the Active host name during the switchover. The other Contact
Center components continue to use the same Active Server host name that they
used before the switchover.
Nortel server subnet IP address

Use only one active Nortel server subnet IP address with the Active Server for
Contact Center Manager Server. The active Nortel server subnet IP address is
the Nortel server subnet IP address that you originally configured on the Active
Server. Components, such as Contact Center Manager Server, that are connected
to the Nortel server subnet always connect to the Active server using the active
Nortel server subnet IP address.
When you use the Option One switchover, each physical server keeps its original
Nortel server subnet IP address. You must reconfigure the other Contact Center
components to point to the new Standby Server IP address.
When you use the Option Two switchover, you must reconfigure the Standby
Server with the active Nortel server subnet IP address during the switchover. The
other Contact Center components continue to use the Nortel server subnet IP
address that they used before the switchover.

ELAN subnet IP address (optional)

You can configure the Active and Standby Servers with unique or identical
ELAN subnet IP addresses. If your system includes entities that are configured
with the ELAN subnet IP address, for example CS 2x00/DMS, you must
configure the Standby Server with the same ELAN subnet IP address as the
Active Server.
If you configure the Active and Standby Severs with the same ELAN subnet IP
address, you need to disconnect the Active Server from the ELAN subnet if the
ELAN subnet IP address was configured in DNS.
License Manager
You must install the License Manager on the Active Server and on the Standby
Server. After the switchover is complete, the License Manager on the Standby
Server is left running.
If you are using corporate licensing, Nortel recommends that you do not install
the backup License Manager on the Standby Server. In this scenario, install the
backup License Manager on a separate computer.

Stable Queue
A Stable Queue is a buffer where the Replication Server stores transactions

destined for the Standby Contact Center Manager Server database. Transactions
remain in the Stable Queue until the Replication Server executes them on the
Standby Contact Center Manager Server database. If the connection to the
Standby Contact Center Manager Server database is interrupted, the transactions
from the active server database are stored in the Stable Queue until the
connection to the Contact Center Standby server database is restored. The Stable
Queue resides on one or more dedicated disk devices.
The size of the Stable Queue is influenced by the following factors:

The volume and size of transactions received from the Primary Contact
The likely worst-case duration of any disruption to the DSI connections to
the Secondary Contact Center Manager Server
In planning a worst-case duration, this does not mean that the Stable Queue are
allowed to fill to its capacity if the DSI be disrupted for some period. It is still
important to resolve the cause of the DSI problems as quickly as possible; a
large Stable Queue allows more time for this. A large number of transactions
buffered in the Stable Queue introduces a temporary latency in the replication
system. The Secondary Contact Center Manager Server database is consistent
with the Primary Contact Center Manager Server database until all the
transactions buffered in the Stable Queue are executed. At the same time new
transactions may continue to be added to the Stable Queue from the Primary
Contact Center Manager Server. If the Replication Server cannot send
transactions to the Secondary Contact Center Manager Server faster than they
are arriving, after following a lengthy disruption to the DSI connections, the
replication system has a persistent latency.
A large number of transactions buffered in the Stable Queue also impacts the
time taken to switch over to the Secondary Contact Center Manager Server. This
is because the Replication Server must apply all transactions from the Stable
Queue to the Secondary Contact Center Manager Server database before it can
complete the switch over.

Calculating Stable Queue size

You must determine the amount of disk space required for the Stable Queue. To
do so, use the CapTool, available from the Partner Information Center Web site

Requirements
For information about hardware requirements, see “Hardware requirements” on

page 329.
For information about disk partitioning requirements, see “Disk partitioning

For information about operating system requirements, see “Operating system

For information about third-party software requirements, see Note 1:“The 64-bit
version is not supported.” on page 336.

Chapter 22
Engineer a co-resident server
In this chapter
Overview 438
Supported co-resident configurations 440
Supported co-resident upgrade procedures 449
Limitations of a co-resident server 455

Engineer a co-resident server Standard 11.12
Overview
You must ensure that the platform on which you plan to install a co-resident
configuration satisfies the capacity requirements of your contact center. To assist
you, Nortel provides the Capacity Assessment Tool (CapTool).
CapTool
License Manager
Citrix server
co-resident server

load
Servers
components.

January 2008 Engineer a co-resident server

Supported co-resident configurations
In Contact Center Manager Release 6.0 or later, you can install the following
software on the same server:
License Manager
Communication Control Toolkit (optional)
Server Utility (you can install the Server Utility with Contact Center
Manager Server or stand-alone)
ATTENTION
For migrations and upgrades, you must select the same switch
type on the new configuration that was 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.

You can only install the Communication Control Toolkit on a server on
which you have 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.
If you have Contact Center Manager Server and Server Utility installed 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 was 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.
Co-resident matrix - supported combinations
Contact Center
Contact Center License Manager Communication Server
Manager Manager Administration Control Toolkit Utility
✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔ ✔
✔ ✔ ✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔ ✔ ✔
✔ ✔ ✔ ✔ ✔
✔ = 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.

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.
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 have 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 to 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’s 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
Follow for more information about the installation and configuration for each
software program:
For information about Contact Center Manager Server, follow the
installation and configuration procedures listed in the Nortel Contact
Center Manager Server Installation and Maintenance Guide for the co-
resident server.

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, refer to 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 installation times below were obtained
on servers with the following specifications:
Ram: 1.0 GB
Hard Drive: 80 GB 7200 RPM SATA with no RAID configuration.

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 should not 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 impact the contact center operation).
Contact Center Manager Administration and Symposium Web Client cannot be

co-resident with the NCC 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.
A further consideration is the extra bandwidth the use co-resident Contact

Center Manager Administration servers that have multiple Contact Center
Manager Servers configured on them. 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 will be administering. 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 only
transmit 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 there is more than one Contact Center Manager Server configured
on any of the replicating Contact Center Manager Administration servers.

The NCC server must be installed on a stand-alone server; it cannot
coreside 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 only available on this server; it is not reflected on all Contact
Center Manager Administration servers in your network.
Using 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 ad hoc or scheduled) and the real-time displays that you launch. Running
historical reports and viewing real-time displays that contain large amounts of
data both cause an increase in the total CPU usage, which could 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 ad hoc or scheduled) on the co-resident
server.

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
CCMS, CCMA, supported not supported not supported
CCT, CCTIVR
Applying patches
When you apply a patch or a Service Update to a co-resident server, always refer
to 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.
Backing up and restoring 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.

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, refer

to 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.

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. 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 as
Administration on computer A. Migration on
computer A. 5. Install Contact computer C using
5. Restore Contact Center Manager as Back up from Step 3.
Center Manager Migration on 5. Install Contact
Administration with 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. 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 on
Administration on 4. Install Contact computer C using
computer A. Center Manager as Back up from Step 2.
4. Restore Contact Migration on 4. Install Contact
Center Manager computer B using Center Manager
Administration with Back up from Step 3. Administration on
Back up file from 5. Install Contact computer C
Step 2. Center Manager 5. Restore Contact
Administration on Center Manager
computer B. Administration with
6. Restore Contact the backup file from
Center Manager Step 1.
Administration with
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 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 Installation
computer A Symposium Web and Maintenance
Client on computer Guide for the co-
A. resident server to
upgrade Symposium
3. Restore Call Center Server
Symposium Web 5.0 to Contact Center
Client on computer Manager on
B. Computer C.
4. Upgrade to CCMA
on computer B.

For a list of co-resident hardware requirements, see Chapter 13, “Hardware

requirements.”

The platform on which you are installing the co-resident server must be running
Windows Server 2003 (Standard Edition or Enterprise Edition).
CPU use
For a co-resident server, steady state CPU consumption must not exceed 50
percent over a 15 minute interval. (For more information about steady state
operation, see “Steady state operation” on page 358.)
Use the CapTool application to engineer a platform with a processor that is a

suitable size for your configuration.

Limitations of a co-resident server
The following sections describe the limitations of a co-resident server.
Capacity
The capacity (in terms of logged-on agents and calls per hour) supported by a
co-resident server is less than the capacity of a standalone server running on the
same hardware platform.
You can use the CapTool application to determine the hardware requirements for
a co-resident server.
Accessing from an external client PC

When employing an external client PC to access Contact Center Manager
Administration on a co-resident server, Nortel recommends that you limit the
number of ad hoc and scheduled historical reports run on the co-resident server.
Running historical reports can increase the CPU use on the server.
Accessing from a browser on the co-resident server

When you access Contact Center Manager Administration from a browser on the
co-resident server, Nortel recommends that you limit the number of ad hoc and
scheduled historical reports run on the co-resident server. Running historical
reports can increase the CPU use on the server.
In addition, Nortel recommends that you limit the number of real-time displays
that you launch. Viewing real-time displays also increases the CPU use on the
server.
Network Skill-Based Routing

In a networking environment, a co-resident Contact Center Manager
Administration can administer only the co-resident Contact Center Manager
Server.

Remote support for a co-resident server

Due to the operating system communication-layer issues, Contact Center
Manager Administration and Communication Control Toolkit cannot be
configured to use RAS (and thereby the direct-connect modem) for remote
support. For information about remote support alternatives for a co-resident
server, see Chapter 29, “Remote support with a VPN.”
Replication Server
The Contact Center Standby Server feature cannot be used with a co-resident
server.

Chapter 23
Engineer SIP
In this chapter
SIP installation and configuration order 458
SIP Contact Center Manager Server architecture 461
Call Flow Sequence 468
Capacity estimation 470
Requirements 471

Engineer SIP Standard 11.12
SIP installation and configuration order
The following table lists the high-level steps specific to a new SIP installation
and which book to refer to for each step.
Contact Center
component Procedure Contact Center book
1 SIP proxy server and Install and configure SIP Nortel Contact Center
MCS 5100 proxy server and MCS 5100 Manager SIP Contact Center
application server. Switch Configuration Guide
CS 1000 to MCS 5100
Converged Desktop Type 2
Configuration Guide
2 Media Application Install and configure Media Nortel Media Application
Server Application Server (MAS). Server Installation and
Configuration Guide for
Contact Center 6.0
3 Contact Center Manager Follow instructions for SIP Contact Center Manager
Server installation. Server Installation and
Maintenance Guide
Refer to installation Step 5:
Manager Server software.
4 Contact Center Manager Configure CDN. Contact Center Manager

Administration - Enter SIP URI parameter.
Administration online help
Configuration
component
5 Contact Center Manager Configure Agent. Contact Center Manager

Administration - Contact Enter SIP URI parameter. Administration online help
Center Management
Enter SIP Address for
component
agent.

January 2008 Engineer SIP
Contact Center
6 Contact Center Manager Configure DNIS. Contact Center Manager

Administration - Enter URI parameter.
Configuration
component DNIS URI should not include
prefix sip.
7 Contact Center Manager Configure Routes. Contact Center Manager

Administration - Configure new routes that
Configuration were created in Step 2:
component MAS Server.
8 Contact Center Manager Configure Media Servers and Contact Center Manager
Administration - Services. Administration online help
Configuration
component
9 Contact Center Manager Configure TFE Script Contact Center Manager

Administration - Commands. Scripting Guide for
Scripting component Create or edit scripts for
Communication Server 1000/
SIP intrinsics. Meridian 1 PBX
At this point you can make a test SIP call, but you cannot route it to an agent yet.
10Communication Control Install Communication Communication Control

Toolkit server Control Toolkit. Toolkit Installation and
In Chapter 2, Step 5, Maintenance Guide
select the Contact Center Refer to Chapter 2.
installation section to
install CCT in a SIP
environment.
11Communication Control Install Contact Center Agent Communication Control
Toolkit server Desktop. Toolkit Installation and
Maintenance Guide
Refer to Appendix B.

Contact Center
12Communication Server Communication Server 1000/ Contact Center,

1000/Meridian 1 PBX Meridian 1 PBX Communication Server 1000/
configuration. Meridian 1 and Voice
Configure ports for virtual
Processing Guide
agent phone sets.

SIP Contact Center Manager Server

architecture
Contact Center Manager 6.0 supports SIP-enabled Contact Centers. As well as

handling the standard Contact Center features of agent and skillset management,
the SIP provides additional functionality to:
provide SIP CTI support (TR 87) for remote monitoring and control of
agents' sets
operate as a SIP endpoint for caller requests to SIP CDNs
provide media services to callers and agents as required by standard call
flow scripting
For more information about SIP, refer to Appendix B, “SIP general

information.”
For more information on configuring the SIP switch, refer to the SIP Contact
Center Switch Configuration Guide.
SIP CTI support (TR87)

A new function for Contact Center Manager Server in the SIP Contact Center
solution is its operation as a SIP CTI Service Provider. CTI-originated
commands for Agent Functions (Make Call, Answer Call, and so on) are
converted to SIP CTI commands transported to the target SIP CTI device
termination.
SIP endpoints
In order to accept incoming SIP sessions for Contact Center service, Contact
Center Manager Server must be configured to act as a SIP termination endpoint.
The Contact Center Manager Server supports configuration of two type of
endpoints:
SIP CDNs configured through Contact Center Manager Administration
(Registered or Trusted Node).

A single SIP server subscriber configured through the Contact Center

Manager Server Configuration Utility.
SIP URI
A Universal Resource Identifier (URI) is syntax for the name and address of any
object on the Internet. A SIP URI is a type of URI that identifies a
communication resource in SIP. A SIP URI usually contains a user name and a
host name and is similar in format to an e-mail address.
Examples:
sip:sales@mycompany.com
sip:sales@mycompany.com;maddr=111.255.255.1;ttl=15
Contact Center uses SIP URIs for three different resources: CDNs, the single
SIP server subscriber, and media services. See the following table for examples.
URI type URI value
SIP CDN URI sip:sales@mycompany.com
SIP server subscriber URI sip:ContactCenter1@mycompany.com

SIP Media Server URI sip:__sip-annc@mediaserver1.com
Valid values for SIP URI include a maximum 255 characters, including
numbers, English characters, forward slash (/), backward slash (\), question
mark (?), ampersand (&), periods, ‘@’ symbol, underscores, and dashes.
SIP CDN (Route Point) subscribers

The concept of Controlled Directory Number (CDN) exists in the SIP Contact
Center architecture, but is translated into the SIP domain. SIP CDNs are Contact
Center SIP termination addresses such as sales@mycompany.com or 1800-
555@mycompany.com configured through Contact Center Manager
Administration. SIP CDNs are actively registered with SIP infrastructure
(Register or Trusted Node).

SIP CDN (Route Point) Contact Center Manager Administration

configuration
In Contact Center Manager Administration, SIP CDNs (Route Points) are
configured for a SIP Contact Center environment according to the following
guidelines:
A CDN has a mandatory additional alphanumeric URI parameter (up to 255
characters). This is the SIP URI configured on the MCS 5100 or third-party
proxy system that corresponds to the CDN being created. Generically, this
configuration field represents the SIP Request URI in the incoming SIP
INVITE session to SIP-enabled Contact Center Manager Server for Contact
Center service.
A unique CDN numeric must be configured in the number field. This
maintains support for existing legacy interfaces and Contact Center
Manager Server storage elements. An incoming call to the SIP URI CDN is
presented and managed in Contact Center Manager Server as an incoming
call to the CDN number. The Contact Center Manager Server scripting
intrinsic CDN, for example, is populated by this value when a call is
presented to its corresponding SIP URI.
The configuration of a numeric association with the SIP URI of a CDN is
consistent with the MCS 5100 concept of an alias.
The URI of a saved CDN (Route Point) cannot be modified.
The URI should equate to the fully qualified SIP address for the CDN
(Route Point) as configured through the MCS 5100 provisioning tool. For
example, sales@mycompany.com is a valid SIP URI.

SIP CDN (Route Point) registration

This section identifies how CDNs (Route Points) are registered with MCS 5100.
Two operations are necessary on SIP Contact Centers when configured for
Register Mode:
SIP registers the CDNs. This occurs at Contact Center Manager Server
start-up time and is similar to the traditional AML CDN acquisition. For the
Nortel Networks solution, MCS 5100 is configured as the target proxy for
this registration. CDNs are configured as SIP users on the MCS 5100
system. MCS 5100 challenges the CDN registration via HTTP Digest
Authentication. Once successfully registered and authenticated, the CDN
updates to Acquired status. The CDN is now available to handle incoming
SIP Calls.
An incoming customer call is offered to the Contact Center CDN. The call
can originate as a telephony call through Communication Server 1000/
Meridian 1 PBX as an ISDN gateway (for example, 1800-555) or from a
SIP-enabled endpoint to SIP address cdn1800@mycompany.com as a
normal SIP INVITE.
In this case the SIP Request URI header address represents the CDN. The
SIP To: header represents the DNIS (or originally dialled number).
Contact Center employs the SIP BBUA architecture to accept the incoming
call on the inbound SIP UA. Contact Center then directs how the call is
treated through the outbound twinned SIP UA. For example, the Contact
Center instructs SIP to reserve a port on the MAS for treatments or to send
a SIP Invite to the agent to join the call.
SIP server subscriber

This is a single generic SIP address which is owned by the server, for example,
ContactCenter1@mycompany.com. It is used for a number of purposes:
To originate SIP sessions into the MCS 5100 or SIP proxy server for SIP
CTI session establishment and termination. All SIP CTI information
exchange uses the Contact Center Manager Server SIP server subscriber as
the SIP From: address.
For initial system start up successful registration of the SIP subscriber to
constitute a Link Up status.

Sip Media Services

The second major function carried out by Contact Center Manager Server, when
configured for SIP, is to act as a media services control point for the Media
Application Server (MAS) farm.
Contact Center uses SIP Media Services to provide treatments for SIP contacts
that are queueing or for established contacts that are placed on hold.
In order to invoke and control Media Services, the Contact Center Manager
Server originates SIP sessions to the SIP MAS farm.
Media servers can be statically configured IP addresses with associated
media service addresses. Contact Center Manager Server performs a basic
load-balancing schema.
Media servers can be remotely targeted through proxy resolution of the
invoked media service SIP address.
Role of the MAS

The MAS acts as the termination and origination point for RTP streams between
the Customer, media resource, and the agent.
MAS Services are in effect SIP Addresses. The Contact Center invokes the
following MAS services throughout the lifetime of the call:
Conversation Space service: All Contact Center calls are conferences
anchored on this service. This is an Ad-Hoc Conference with Contact
Center specializations such as:
Ability to selectively mute or release mute legs to support supervisor
features such as Observe, Whisper, and Barge-In.
DTMF Relay—Ability to transfer DTMF digits across the conference
from the customer to the IVR service, which maybe added to the
Conference for Play Prompt and Collect Digits type services.
Note: DTMF is not supported in direct connect mode.
Observation Tone—Ability to identify (through a proprietary header)
when a Supervisor has joined the call and to (through MAS install time
configuration) either play a periodic Observation Tone to all partied on
the call or play no tone.

Treatments service: This service provides the tones that Contact Center
Manager Server invokes throughout the lifetime of the call (such as
Ringback or Busy). All tones for the Contact Center call (including initial
Ringback) originate from this Media Service under control of Contact
Center Manager Server. This ensures consistency in tone frequency and
volume throughout the call lifetime.
Announcement service for RAN: Can also be internationalized on the
MAS through a Locale Header. RAN can be .wav for audio or .avi for
video. The full RAN filename must be specified as the Route Name when
configuring the RAN Route Number in Contact Center Manager
Administration.
Announcement service for music: Supports audio-only files.
IVR service: Preprogrammed IVR for Play Prompt and Collect Digits.
These services are VXML dialogs.
Multimedia treatment services: Preprogrammed services for Web Push
and IM treatments. These services are VXML dialogs that use the MCS
5100 IM protocol and are therefore restricted in terms of their open usage.
These features have been added to provide advanced services in controlled
environments such as:
Internal Help desks where all clients are MCS 5100 based.
Kiosks where the customer interface is an MCS 5100 client.
Each MAS service has a unique SIP address.
MAS configuration
The MAS does not SIP Register its services dynamically with SIP Contact
Center. Instead each MAS is statically configured through Contact Center
Manager Administration. Services that it can support are deployed against it.
MAS media support limitations

The MAS currently can support the following media types:
Voice—standard G711 and G729A.
Video—currently supports only Divx Codec.
IM—proprietary MCS 5100 solution support only.
Contact Center Multimedia integration not supported currently. In a SIP-enabled

Contact Center there is no support for e-mail, Outbound, or Web chat.

SIP-enabled Contact Center Manager Server supports queuing of voice and

video. While queuing, the call can be offered voice and video treatments as well
as Instant Messages and Web Pushes (MCS application compliant).

Call Flow Sequence
Assuming an understanding of the architectural elements described in previous

sections, the following section describes how a typical call flow works.
SIP Contact Center Call Flow - PSTN originated Voice Call

1. A call attempts to access Contact Center services at an address, which can
be a SIP URI or a generic ENUM formatted address depending on customer
origination point.
2. This address is resolved by the Communication Server 1000/MCS 5100
number planning. The call is forwarded to the Contact Center as a SIP
session. The Communication Server 1000/MCS 5100 application server
remains in the call (SIP signalling path) for the duration of the customer
session.
The Contact Center anchors the customer call from a SIP signalling perspective
so that it is always in the SIP signalling path. To do this it acts as a Back-to-Back
User Agent (BBUA) taking the customer call in on the inbound side of a BBUA.
The Contact Center will never terminate RTP (Voice or Video streamed data).
RTP required to support a Contact Center call originates and terminates on a
special Contact Center conference called a Conversation Space (_sip-conf
service) which is hosted on the MAS.
3. Having anchored the call from a SIP signalling perspective, the SIP Contact
Center use a Conversation Space service to initiate a SIP session on the
outbound side of the BBUA to the MAS Conversation Space. On successful
termination of this service, the Contact Center negotiates with the customer
on the inbound BBUA leg to redirect the customers RTP stream to this
Contact Center Conversation Space.
4. This bridge acts as the RTP termination and origination point for the
customer for the duration of the call. All customer calls are anchored on the
Conversation Space conference.

5. Contact Center scripting is invoked at this point, allowing the Contact

Center application to give services to the call. RAN, music, IVR, or other
services delivered on the MAS can be invoked. This is done by selecting a
MAS and generating SIP requests to that MAS for the desired Media
Service. The RTP for the service is subsequently joined to the Conversation
Space by the Contact Center application such that TFE scripting effectively
controls connection and release of specific treatment RTP streams.
6. When an agent is available, the agent is added to the Conversation Space
service, allowing the agent and customer to interact. To add the agent to the
Conversation Space, Contact Center Manager Server must establish a SIP
session out to the Agent Desktop and bridge the agent to the Conversation
Space that the customer currently resides on. Contact Center Manager
Server does this by establishing a SIP session request through the
Communication Server 1000/MCS 5100 proxy server to the SIP Address of
the agent (configured in Contact Center Manager Administration).
7. As the agent is a converged desktop user, the SIP session is split:
to Communication Server 1000 for the voice portion
to MCS 5100 for the application sharing portion (or, in the case of a
video call, for termination of the video)
8. As the SIP Contact Center is monitoring the SIP CTI terminal, SIP CTI
events are received showing the status of the call as it arrives and is
answered on the SIP terminal.
The alert message to the Agent Voice Terminal is echoed as a SIP CTI
message by Communication Server 1000.
As all associated SIP sessions for any of the interactions are always anchored on
the Contact Center application server, reporting always has visibility to the end-
to-end call state.

Capacity estimation
The following table show the peak sustainable capacity, or upper limit, on
processing calls using the standard call model. For more information on standard
call models, refer to “Standard call models” on page 609.
Peak sustainable call rates for different standard

workloads at 50 percent CPU use (CPH)
Processor 100 Active agents 500 Active agents 1000 Active agents
Dual Xeon 2.8 GHz 100,000 50,000 25,000

Requirements
For information about hardware requirements, see “Server hardware

For information about operating system requirements, see “Disk partitioning

For information about third-party software requirements, see “Third-party

software requirements” on page 314.


Chapter 24
Engineer the telephony switch
In this chapter
Section A: Engineer the Communication Server 1000/M1 PBX telephone switch
475
Section B: Engineer the Communication Server 2x00/DMS telephone switch491
Section C: Configure Communication Server 1000/M1 PBX 503

Engineer the telephony switch Standard 11.12

January 2008 Engineer the telephony switch
Section A: Engineer the Communication

Server 1000/M1 PBX
telephone switch
In this section
Communication Server 1000/M1 telephone switch requirements 476
Communication Server 1000/M1 telephone switch capacity 480
Supported phones 488

Communication Server 1000/M1 telephone

switch requirements
This section covers information on the Communication Server 1000/Meridian 1

PBX telephone switch.
Number of servers supported

A single Communication Server 1000/Meridian 1 PBX telephone switch can
support up to three Contact Center Manager Server systems. Engineer each
Contact Center Manager Server system independently of the others, but engineer
the telephone switch as a shared resource.
Servers cannot share telephone switch resources other than Agent Greeting.
Supported telephone switches

Communication Server 1000 or Meridian 1 PBX switching platforms.
following table.
Communication Server 1000 3.0, 4.0, 4.5
Meridian 1 PBX 11C – Chassis 25.40b, 26
Meridian 1 PBX 11C – Cabinet 25.40b, 26
Meridian 1 81C 25.40b, 26

Required applications
The following table lists the applications that must be installed on a
Communication Server telephone switch using X11 software to support Contact
Center Manager in a contact center, knowledge worker, or self-service
environment.
Application Contact Knowledge Self-

(option) Purpose center worker service
35 Integrated messaging (IMS) ✔ ✔ ✔
77 Command and status link (CSL) ✔ ✔ ✔
153 ISDN/AP for third parties (IAP 3P) ✔ ✔
247 Call ID ✔ ✔
311 NGCC mixed generation contact ✔ ✔

center
324 NGen new generation foundation ✔ ✔
For telephones that use Communication Server 1000 software, you must install
Level 4 for MCDN-based NSBR networking. Install Level 3a for all other
software.
Optional applications
The following table lists additional applications that can be installed, depending
on the level of functionality required.
Application
(option) Purpose
40 Basic ACD
41 Basic ACD B
42 Basic ACD 3 usage reports
43 Basic ACD C2 load management

Application
(option) Purpose
45 Basic ACD A
50 ACD D used for ACD MAX applications
145 Integrated services digital network (ISDN)
146 Primary rate access (PRA)

214 Enhanced ACD routing (EAR)
215 Customer controlled routing (CCR)
Networked ACD
The usage of Networked ACD (NACD) is transparent to Contact Center
Manager. The call rates used in Contact Center Manager Server engineering are
the total calls arriving to Contact Center Manager Server from the local
telephone switch, either directly or from Networked ACD.
ISDN
The ISDN circuits to the PSTN must be provisioned to handle the network call
traffic to and from each telephone switch. It is assumed that these circuits are
provisioned in a similar manner to that of NACD.
Number of trunks required
ACD trunks
To determine the number of ACD trunks required to route calls to agents, refer to
one of the following Communication Server 1000/Meridian 1 PBX documents:
Large System Planning and Engineering (for CS 1000E or CS 1000M)
Small System Planning and Engineering (for CS 1000M or CS 1000E)

NACD trunks
NACD trunks are used to route calls between contact centers in a networked
Contact Center Manager environment. Refer to the documents cited in the
preceding section to calculate NACD trunk requirements.

Communication Server 1000/M1 telephone

switch capacity
The capacity of Contact Center Manager Server is a factor of both Contact

Center Manager Server and the physical capacity of the telephone switch. The
call throughput of Contact Center Manager Server depends on several factors.
Some of these are the following:
rated capacity of the telephone switch
call complexity
expected call rate
Contact Center Manager Server hardware platform and configuration
LAN speed
total LAN traffic
You can use the Nortel Networks Enterprise Configurator (NNEC) to calculate
call throughput for the Communication Server 1000/Meridian 1 PBX telephone
switch. It is used to preform CS 1000 CPU calculations for users in North
America and the Caribbean and Latin America (CALA). It replaces Meridian
Configurator and 1-Up.
How switch capacity is calculated

Trunks normally operate at 28 CCS (busy for 2800 seconds during an hour) and
ACD Agents typically operate at 33 CCS (3300 seconds busy during an hour).
Therefore, more trunks than agents are required to keep the agents busy (~18
percent more trunks than agents). The number of trunks a site provisions
depends on what the busy hour (incoming calls) volume is and how full queues
become, for example, do you want customers in a queue getting music or getting
a busy signal from the Central Office because the trunks are busy. The model
suggests the use of 50 percent more trunks than agents. You can use a different
ratio.

Because agents are busy for 3300 seconds during an hour and call duration is an
average of 3 minutes (180 seconds), that means each agent handles
3300/180=18.3 calls an hour. This implies that for 3350 agents (the maximum
number currently supported), there are 61,417 agent handled calls an hour.
Each trunk can handle 15.6 calls an hour (2800/180). Therefore, to handle the
61 417agent calls requires conservatively 3,930 trunks. Thus a site with a
trunk/agent ratio of 1.5 needs (3350 x 1.5)-3930=1095 trunks to queue calls. In
the worst case, this means treating queued calls at the rate of 15.6 x 1095 or
17,082 CPH).
The CPU calculation must take into account the treatment that the extra trunks
generate (the total number of calls depends on how long the queue wait time is,
so this becomes difficult to determine). It is up to you to determine what
treatment these calls receive, what load factor is used for them, and are how they
are handled by Contact Center Manager.
The worst case is that the extra trunks queue calls at the maximum rate. This
means there are a total of 78,387 calls on system at full capacity.
If you use the hybrid treatment, with a load factor of 8.78 and include the
trunking factor of 1.6 and a misc. load of 0.25, you have a load factor of 10.63
per call. So for 3350 agents with a 1.5 trunk ratio, there are 78,387 x
10.63=833,254. This results in a total CPU load of (833,254/880,000) of 95
percent, hence the hybrid solution of 3350 agents at 100 percent CPU usage.
For more information, see “Inbound call models,” on page 610 and “Differences
between telephone switches,” on page 600.
Rated capacity of the telephone switch

The capacity of the telephone switch is specified as the number of Equivalent
Basic Calls (EBC) per hour. An EBC is a measure of the telephone switch CPU
real-time required to process a basic call. For an IP system (CS 1000E), a basic
call is defined as a simple unfeatured call between two i2004 sets, on the same
telephone switch, using a four-digit dialing plan.

The EBC capacity of the telephone switch depends on the processor type, as
shown in the following table.
Telephone switch Capacity
SSC (CS 1000M, CS 1000S, Option 11c) 42,000 (no IP expansion)

35,000 (with IP expansion)
CP3 (CS 1000M, Meridian 1 PBX) 72,000
CP4 (CS 1000M, Meridian 1 PBX) 100,900
CP-PII (CS 1000M, Meridian 1 PBX)) 315,000

CPP4 (CS 1000M, Meridian 1 PBX) 1,006,000
CP-PII (CS 1000E, CS 1000M pure IP) 210,000
CPP4 (CS 1000E, CS 1000M pure IP) 880,000
Quoted EBC or BHCC capacity for CS 1000M configurations are for TDM
solutions and for CS 1000E are for IP solutions.
For more information about call server engineering, see the appropriate
Planning and Engineering guide (553-3011-120, 553-3021-120, 553-3031-120,
or 553-3041-120.
Call complexity
The complexity of a Contact Center Manager call is defined as the number of
each type of service used by the call. All calls have an EBC cost, with calls of
greater complexity (that is, using a greater number of services) costing more
EBCs.
For example, a basic call costs 2.40 EBC; Give Music costs 0.25 EBC; Give IVR
(including transfer) costs 2.29 EBC. Therefore, a call that receives IVR and
Music treatments costs
2.40 + 0.25 + 2.29 = 4.94 EBC
To quantify levels of call complexity, Nortel has defined several call models,
which represent simple, complex, and front-end IVR systems (see AppendixD,
“Standard call models”). You can calculate the EBC cost using the NNEC.

Simple model: Front-end IVR system

In this call model, the IVR system handles IVR processing. Therefore, the cost
of IVR processing is removed from the telephone switch. The following table
shows the number of each type of treatment per call in this model.
Service name Number of treatments per call
Queue to Skillset 2
Give RAN 0
Give Music 1
Intrinsics Accessed 5
If-Then-Else Executed 5
Notes:
1. The EBC cost of this call is 3.28 EBC.
2. If CallPilot is used, it adds an additional EBC cost because of MLS
processing.
Average complexity model: typical (hybrid complexity model)

This call model uses features from both Contact Center Manager and the
telephone switch. The following table shows the number of each type of
treatment per call.
Queue to Skillset 2
Give Controlled Broadcast Start/Stop 1
Give IVR 1
Give RAN 2
Give Music 1
HDX Send 1

HDX request/Response 1
The EBC cost of this model is 8.78 EBC. If CallPilot is used instead of Meridian
Mail, the EBC cost is 15.49 due to MLS processing.
Complex model: Symposium Voice Processing (SVP)

The following table shows the number of each type of treatment per call under
this model.
Queue to Skillset 2
Give Controlled Broadcast Start/Stop 3

Collect Digits Voice Session 1
Give IVR 1
Give RAN 1
Give Music 1
HDX Send 1
HDX request/Response 1
The EBC cost of this model is 13.84 EBC. With CallPilot instead of Meridian
Mail, the EBC value is 27.37

Maximum achievable call rates

To determine the maximum achievable call rates for different telephone switch
models, all contributions resulting from the following parameters must be
considered:
the call complexity
the MLS commands issued by CTI applications
any other applications that are communicating with the telephone switch
over the ELAN subnet
You can determine the call rate by calculating the total Equivalent Basic Call
(EBC) value for all incoming traffic per telephone switch type.
Sample calculations using NNEC

The calculations in this section are performed using the NNEC.
CPU use greater than 100 percent is not supported. Running a system at 100
percent CPU use does not leave room for growth in sets or adding new features.
The following tables show sample calculations based on these parameters:

1.5 trunks per agent
using published EBC for call type and CPU
call duration of three minutes or 20 calls per hour per agent
Notes:
1. The numbers in brackets in the following tables are the EBC load factors
for the script model.
2. The following tables are based on the maximum number of supported
agents.

CS 1000E/CS 1000M IP agents - CPP4
100 percent 80 percent

rated CPU rated CPU
Symposium Voice Processing (13.84) 2300 1850
Hybrid (8.78) 3350 2650

IVR (5.42) 3350 3350
Assume 1.5 V-trunks per agent is EBC = 880,000 for IP calls.
CS 1000M TDM agents - CPP4

rated CPU rated CPU

Hybrid (8.78) 2200 2200
IVR (5.42) 2200 2200
Assume 1.5 PRI trunks per agent is EBC = 1,006,000 for TDM calls.
The CS 1000M (MG) is limited by the number of TDM talkslots, therefore it can
support a maximum of 2200 TDM agents.
CS 1000E /CS 1000M IP agents - CP-PII

rated CPU rated CPU
Hybrid (8.78) 790 630

IVR (5.42) 1100 875
Assume 1.5 V-trunks per agent, is EBC = 210,000 for IP calls.

CS 1000M TDM agents - CP-PII

rated CPU rated CPU
Hybrid (8.78) 1725 1375

IVR (5.42) 2200 1925
Assume 1.5 PRI trunks per agent is EBC = 315,000 for TDM calls.

Supported phones
This section describes the phones supported with Contact Center Manager
Server. For more information, refer to the Partner Information Center
publications (www.nortel.com/pic).
Contact center phones

Phones that are designed specifically for contact centers are recommended for
use with Contact Center Manager Server. These are specifically:
M3905–Call Center Telephone
M2216–ACD Digital Telephone
Communication Server 1000 or Meridian 1 PBX ACD phones

Contact Center Manager Server also supports all phones that can be configured
for use with Communication Server 1000 or Meridian 1 PBX ACD. These
include:
Meridian modular telephones (MMT)
M2216
M2616
M39xx series telephones

M3904
M3905
IP phones and Softphones

IP Phone 2004
IP Phone 2002
IP Phone 1120E
IP Phone 1140E
IP Softphone 2050

These phones are not designed for a contact center environment and some
contact center features are not available for use.
Support of specific types of phones can change with each software release
of the call server (CS 1000). Consult the CS 1000 documents for an up-to-
date list of supported phone types for the software release in use.
The Wireless 22xx series phones are not supported by Contact Center
Manager Server, but do have limited ACD functionality. Refer to Wireless
22xx series Phone documentation.


Section B: Engineer the Communication

Server 2x00/DMS telephone
switch
In this section
Communication Server 2X00/DMS Communication Control Toolkit— ICM link
492
Communication Server 2x00/DMS telephone switch requirements 494
Communication Server 2x00/DMS telephone switch capacity 496
Impact of ICM traffic 500
LinkPlexer 501

Communication Server 2X00/DMS

Communication Control Toolkit— ICM link
Only one of the following voice-capable service providers can be installed in a

Contact Center 6.0 solution:
Communication Server 1000/Meridian 1 PBX (voice)—Contact Center
MLS
Communication Server 2x00 (voice)—ICM
MCS 5100 (SIP) Contact Center (voice and video)—TR/87
Logical connection to the SIP service provider on Contact Center Manager
Server
Support for the ICM link is provided by the inclusion of the CCT service
provider.
Computer Telephony Integration message link

Communication Control Toolkit provides a message link through ICM (TCP/
IP). ICM provides notification from the switch of call routing events and allows
CTI applications to pass agent management and call control requests to the
switch.
It is an open interface for third party applications with TCP/IP protocol and
Ethernet connectivity.
ICM components
ICM components include:
Switch software (Centrex, ACD, ICM)
Switch peripheral hardware (LPP, EIU)
Physical link
Switch router and CPE Router

Capacity and performance

The following are capacity and performance figures for Communication Control
Toolkit for Communication Server 2x00/DMS configuration:
The maximum number of agents supported in Communication Control
Toolkit is 2000.
The recommended call rate limit is 36,000 calls per hour.
For more information on capacity and performance, refer to “Product limits” on

page 588.
Communication Control Toolkit for Communication Server 2x00/DMS

configuration offers solution tips on scalability:
Multiple Communication Control Toolkits can be associated logically with
a Contact Center
Call data sharing is not supported between Communication Control Toolkit
servers associated with the same Contact Center Manager Server

Communication Server 2x00/DMS telephone

switch requirements
This section covers information on the Communication Server 2x00/DMS

telephone switch.
Supported software loads

The following Call Center Module (CCM) software loads are supported with
Contact Center Manager Server Release 6.0: CCM010, CCM011, CCM012,
CCM013, CCM014, CCM015, CCM016, CCM017.
Refer to the Communication Server 2x00/DMS engineering guidelines to

properly configure the Communication Server 2x00/DMS telephone switch.
Throughout this guide, the term Communication Server 2x00/DMS telephone

switch applies to the following telephone switch types:
DMS
Meridian SL-100
Communication Server 2000
Communication Server 2100
Number of servers supported

A single Communication Server 2x00/DMS telephone switch can support up to
16 Contact Center Manager Server systems. Configure each Contact Center
Manager Server system independently of the others, but configure the DMS
telephone switch as a shared resource.

Number of audio routes required

Contact Center Manager Server can use up to 512 preconfigured audio routes.
The audio routes are classified as either music routes or RAN routes, depending
on whether the last give treatment command in the audio route is Give Music or
Give RAN, respectively. The Communication Server 2x00/DMS telephone
switch must assign an audio route to every call waiting for an agent. Contact
Center Manager Server supports up to 3000 waiting calls.
Number of CDNs required

The calls arriving at any Contact Center Manager Server are held in a series of
CDNs. Each CDN holds up to 511 calls. Contact Center Manager Server
Release 6.0 supports 3350 active agents with active calls. The server can support
up to 3000 waiting calls. For 3000 waiting calls, you require at least six CDNs
(3000/511). The maximum number of CDNs supported is 100.

Communication Server 2x00/DMS telephone

switch capacity
To analyze the impact from one or more Contact Center Manager Server systems
on the Communication Server 2x00/DMS telephone switch, you must first
calculate the workload on each of the servers. You can derive the workload
generated against the Communication Server 2x00/DMS telephone switch from
each server in Contact Center Manager Server system.
The following factors may limit the maximum call rate that can be achieved,
depending on the details of a particular call processing scenario:
For communication between the Communication Server 2x00/DMS
telephone switch and Contact Center Manager Server, 1024 invoke IDs are
available. IDs in the range from 0 to 511 are reserved for communications
sent from Contact Center Manager Server to the telephone switch, while
the telephone switch can use IDs in the range from 512 to 1023 to send
communications to Contact Center Manager Server.
For each ICM/SCAI link, 128 buffers are available to process incoming and
outgoing messages.
Workload characterization
Communication Server 2x00/DMS workload from Contact Center Manager
Server is described in terms of the number and types of ICM messages sent to
the Communication Server 2x00/DMS telephone switch.
Normal operation
The types of ICM messages that Contact Center Manager Server uses during
normal operations are Give_Treatment, Route_Call, and Give_IVR.

Call processing
The types of ICM treatments that Contact Center Manager Server uses during
call processing operations are described in the following table.
Treatment type ICM message
Ringback Give_Treatment(Ringback)
RAN Give_Treatment(RAN)
Music Give_Treatment(Music)
Script commands
The ICM messages sent to the Communication Server 2x00/DMS telephone
switch depend on the script commands that are executed by the scripts. Assume
in this model that each script includes the following:
one Give_Ringback command
one Queue_To_Skillset command
one Quit command
For a Basic call, this results in one GT_Cuc(Ringback) command for the
Give_Ringback, and one Route_Cuc command for the completion of the
Queue_To_Skillset.
If a script starts with either the Give_RAN or Give_Music command, Contact

Center Manager Server automatically sends a Give_Ringback command. For
engineering purposes, assume in this model that the script always starts with the
Give_Ringback command.

Mapping of script commands to messages

The mapping of Contact Center Manager script commands to ICM messages is
summarized in the following table.
Script command ICM messages
Basic Contact Center Manager call operations services
Queue To Skillset 0
Queue To Agent 0
Give Ringback 1 - Give_Treatment(Ringback)
Give RAN 1 - Give_Treatment(RAN)
Give Music 1 - Give_Treatment(Music)
Route Call 1 - Route_Call

Data Exchange Send Info 0
Data Exchange Request / Response 0
Script Intrinsic Reference 0

“If Then Else” treatments 0
Notes:
1. For the Queue To Skillset command, assume in this model that the
Route_Call message, sent after the Remove From Skillset command, is
included in the definition of the Basic Call.
2. For the Queue To Agent command, assume in this model that the
Route_Call message, sent after the Remove From Agent command, is
included in the definition of the Basic Call.

ICM messages per call

The Communication Server 2x00/DMS workload of the predefined Contact
Center Manager call model is based on the expected number of call services per
call, and the cost of the individual script command. The following table shows
the number of ICM messages sent to the Communication Server 2x00/DMS
telephone switch for each Contact Center Manager call.
ICM message Number per call
Route_Call 1
Give_Treatment(Ringback) 1
Give_Treatment(Music) User-defined
Give_Treatment(RAN) User-defined
External events per call

The Communication Server 2x00/DMS workload is also a function of the
number of external events that happen per call. This information is summarized
in the following table.
telephone switch event Number per call
IVR Call Processed 1 if external IVR; 0 otherwise
Call Transfer User-defined
Conference Call User-defined

Impact of ICM traffic
Contact Center Manager uses MLS to support third-party CTI applications.

However, only a limited subset of MLS messages are supported when Contact
Center Manager Server is connected to the Communication Server 2x00/DMS
telephone switch. These messages are:
Initiate Transfer
Complete Transfer
Login
Logout
Ready
Not Ready
Every MLS message sent to Contact Center Manager Server results in a

corresponding ICM message sent to the Communication Server 2x00/DMS
telephone switch. The switch additionally generates response messages as well
as unconfirmed event-type messages for any activity resulting from the original
MSL message. To estimate the impact to the network, from this activity,
CapTool accounts for each application that sends MLS commands to Contact
Center Manager Server. For performance modeling, CapTool considers only the
transfer operations, because the overall contribution due to number of agent
interruptions per shift (that is, Login/Logout, Ready/Not Ready) is expected to
be insignificant when compared with the transfer events.
Alternatively, CTI applications can be written to natively support the ICM

interface. The third-party application developer obtains licensed access to the
interface from the Nortel Developer Program. The third-party application is
written to adhere to the ICM protocol as defined in the ICM protocol
specification. Because of the infinite variety and complexity of native ICM third-
party applications, they are not modeled using the CapTool.

LinkPlexer
This section covers information on the LinkPlexer software used with the
Communication Server 2x00/DMS telephone switch
LinkPlexer and session sharing

LinkPlexer enables Contact Center Manager and other ICM applications (such
as an external IVR system) to control the same DN on the Communication
Server 2x00/DMS telephone switch.
The Communication Server 2x00/DMS telephone switch enables a DN to be

associated with only one DMS/host session, and multiple applications must log
on to the telephone switch using separate sessions. Therefore, different
applications cannot control the same DN.
LinkPlexer overcomes this limitation by opening a single session to the

telephone switch, and enabling multiple applications to use this session. In the
case of an external IVR system, LinkPlexer is not required if the external IVR
system uses the MLS feature of Contact Center Manager. However, the MLS
feature provides support only for the following CTI commands:
Login
Logout
Ready
Not Ready
Initiate Transfer
Complete Transfer
The last two commands pertain to digital transfer.
For a list of LinkPlexer 6.0 hardware requirements, see Chapter 15, “Hardware
requirements.”

Configure the LinkPlexer system

To properly configure the LinkPlexer system and the Communication Server
2x00/DMS telephone switch, refer to LinkPlexer 6.0 Installation and
Configuration Guide.

Section C: Configure Communication

Server 1000/M1 PBX
In this section
Overview 504
Configure the ELAN subnet (knowledge worker environment) 505
Configure CDNs 511
Configure Communication Control Toolkit phones 513

Overview
The following checklist lists the tasks required to configure the telephone switch
for Contact Center Manager.
Description ✔
Configure the ELAN subnet hardware and software. See “Configure

the ELAN subnet (knowledge worker environment)” on page 505.
In a contact center environment, the ELAN subnet is configured
during installation and configuration of Contact Center Manager
Server.
Configure CDNs to be controlled by Contact Center Manager. See

“Configure CDNs” on page 511.
Configure phones for use with Communication Control Toolkit. See

“Configure Communication Control Toolkit phones” on page 513.
Configure IVR ports, ACD queues, and phonesets for use with
IPML. See the IPML Distributor Software Installation Guide.

Configure the ELAN subnet (knowledge

worker environment)
If you install Contact Center Manager in a contact center environment, Contact

Center Manager communicates with the telephone switch through Contact
Center Manager Server. To configure the connection between Contact Center
Manager Server and the telephone switch, refer to the Contact Center Manager
The NIC connected to the Nortel server subnet card must always be first in the
binding order. If another NIC is connected to the ELAN subnet (not advised),
the NetBios must be disabled.
TCP port number 8888 is used in the Telephony Switch for the AML
communication with the Contact Center Manager Server.
In a single-NIC environment:
Ensure the ELAN subnet is connected to the Nortel server subnet through
one router.
In Contact Center Manager Server, point to the IP address of the Nortel
server subnet for CallPilot, as opposed to the IP address of the ELAN
subnet NIC (telephony switch).
Configure the hardware

In Contact Center Manager, the ELAN subnet must be connected to the Nortel
server subnet through only one router. All the computers connected to the router
must also be configured to acknowledge the presence of this router (also known
as the Default Gateway).
To add a Default-Gateway to the Communication Server 1000/

Meridian 1 PBX telephony switch
Use the following commands:
>LD 117
>new route 0.0.0.0 a.b.c.d

Where a.b.c.d denotes the IP address of the gateway local to the telephony
switch.
Configure the software

When you complete the hardware configuration of the Ethernet port, perform the
following tasks to configure the software:
1. Assign an IP address to the telephone switch.
2. Define a default gateway.
3. Define the Embedded LAN (ELAN) and a Value Added Server (VAS).
4. Enable the ELAN subnet link.
5. Check the ELAN subnet link.
The latter three tasks associate the link (ELAN) with a VSID (Value Added
Server Identification) to enable message transmission.
Assign an IP address to the telephone switch

To assign an IP address for an Ethernet port, log on to the telephone switch
through Communication Server 1000 Telephony Manager. Use the following
sample session as a template, substituting relevant values where appropriate in
overlay 117:
> LD 117
NEW HOST M1SERVER_A 47.1.1.10
where M1SERVER_A is the host name for the IP address, and 47.1.1.10 is the IP
address of the active Ethernet port.
CHG ELNK ACTIVE M1SERVER_A
CHG MASK 255.255.255.0
where 255.255.255.0 is the local subnet mask.
In a redundant system with a dual CPU, repeat this process for the backup
inactive CPU, using the following template and substituting appropriate values
where necessary:

> LD 117
NEW HOST M1SERVER_B 47.1.1.11
where M1SERVER_B is the host name for the IP address, and 47.1.1.11 is the IP
address of the standby Ethernet port.
CHG ELNK INACTIVE M1SERVER_B
After you assign the necessary IP address(es), press the <MAN INT> button on
the CPU card to manually initialize the system and activate the new IP address
information.
Define a default gateway

The routing table supplies the telephone switch with the IP addresses of a
gateway server. This information enables the telephone switch to send return
messages to the gateway for forwarding to the requesting client. If you have a
default gateway in the network, use the following sample session as a template,
substituting relevant values where appropriate:
> LD 117
NEW ROUT 0.0.0.0 a.b.c.d
where a.b.c.d is the IP address of the default gateway.
Primary IP address procedures

This section provides procedures for activation, validation, and recovery of the
Primary IP address.
Activation procedure
Manually initialize the system to activate the connection to the IP address
configured in overlay 117.
You must manually initialize the system to establish the initial connection to the
primary IP address. After the connection is established, another manual
initialization is required only if the primary IP address is changed.

Validation procedure
To verify that the primary IP address is active, compare the IP address
configured in overlay 117 with the IP address used in overlay 137. The IP
addresses must be identical in both overlays. To validate the IP address, use the
following sample as a template, substituting relevant values where appropriate:
> LD 117
OAM000
PRT ELNK
ACTIVE ETHERNET: PRIMARY_IP 47.48.49.50
INACTIVE ETHERNET: SECONDARY_IP 47.48.49.51
OK
> LD 137
CIOD000
STAT ELNK
ELNK ENABLED
Ethernet (ln unit number 0):
Host: PRIMARY_IP Internet address: 47.48.49.50
where 47.48.49.50 indicates the actual IP address used.

Broadcast address: 47.48.49.255
Ethernet address: 00:00:75:32:1e:ca
Netmask: 0xff000000; Subnetmask: 0xfffff000
33520 packets received; 12308 packets sent
0 input errors; 0 output errors
0 collisions
If the IP addresses are not identical, the IP address is invalid and you must
perform the recovery procedure.

Recovery procedure
If the connection to the Primary IP address is lost, you can reestablish it by
performing the following tasks:
1. Manually initialize the system to reestablish a connection to the primary IP
address.
2. Perform the validation procedure again to confirm that the Ethernet
connection is fully functional.
Define the ELAN subnet with LD 17

Use these prompts and responses in Overlay 17.
For prompts that are not specified in the following table, press Enter.
Prompt Response Description
REQ CHG Change
TYPE CFN Configuration Record
ADAN NEW ELAN 16, Add/change/remove

CHG ELAN 16, I/O device type ELAN 16 (AML over
OUT ELAN 16 Ethernet).
CTYP ELAN Card type

DES NAME Enter a name for the ELAN port number.
Use a generic name because the ELAN port
is not dedicated to a specific application.
VAS NEW Add a value added server.
VSID 16 VAS identifier
ELAN 16–31 Associate VAS ID with the ELAN.
SECU Yes Turn on security for MLS applications.
CSQO 255 maximum Number of call registers linked to output

queue

CSQI 255 maximum Number of call registers linked to input

queue
REQ END Exit from overlay.
Enabling the ELAN subnet link

1 At the telephone switch administration terminal, load LD 48.
2 Type the command ENL ELAN 16.
Checking the ELAN subnet with LD 48

After you configure the VSID and start the Contact Center Manager program,
the ELAN subnet link comes into service. Follow these steps to check the ELAN
subnet link:
1 At the telephone switch administration terminal, load LD 48.
2 Type the command STAT ELAN.
3 Ensure that, under your Contact Center Manager ELAN IP address, LYR7
and APPL are active. Note the ELAN ID.
Example
ELAN #: 16 DES: the application (for example, elan16)
APPL_IP_ID: 47.152.163.68 LYR7: ACTIVE EMPTY APPL
ACTIVE
4 Check the ELAN subnet connection by pinging the telephone switch IP
address from Contact Center Manager Server.
a. Open a DOS prompt window.
b. Type ping nnn.nnn.nnn.nnn where nnn.nnn.nnn.nnn is the telephone
switch IP address
c. Press Enter.

Configure CDNs
Controlled Directory Numbers (CDN) are specialized ACD-DNs or queues on

the telephone switch. Contact Center Manager can control CDNs that are not
controlled by Contact Center Manager Server (only one application can control a
CDN). However, Contact Center Manager can monitor CDNs controlled by
other applications, such as Contact Center Manager Server.
You must configure CDNs on the telephone switch, as well as in the Contact
Center Manager snap-in utility. This section describes how to configure CDNs
controlled by Contact Center Manager on the telephone switch.
To monitor a CDN controlled by Contact Center Manager Server, configure the

CDN as described in the Contact Center Manager Server documentation. Then,
configure the DN in the Contact Center Manager Configuration Tool, making
sure that DN Monitor is checked.
Assumptions
The following assumptions are made:
You know the user ID and password to log on to the telephone switch
administration terminal.
You are familiar with telephone switch Change and Diagnostics overlays.
You have a list of available CDNs (LD 23).
VSID definitions
Do not enter a VSID definition on CDNs.

Configure a CDN with LD 23

Use these prompts and responses in Overlay 23. For prompts that are not
specified in the following table, press Enter.
REQ NEW Add a CDN.
TYPE CDN Control DN data block

CUST 0–99 Customer number
CDN xxxx Control Directory Number
RPRT No Deactivate the report control option.
DFDN xxx(xxxx) Default ACD-DN. The ACD-DN to which the

call is routed if there is a problem on Contact
Center Manager.
CNTL Yes DN is controlled by Contact Center Manager.
REQ END Exit from overlay.
Next steps
Configure the CDN in the Communication Control Toolkit Configuration
Tool. See the Communication Control Toolkit Installation and Maintenance
Guide. Ensure that DN Monitored is checked.
Configure the CDN as a route point address in the Contact Center Manager
Configuration Tool. See the ICommunication Control Toolkit Installation
When you develop the application, use the appropriate API call to acquire
the CDN.

Configure Communication Control Toolkit

phones
Use Overlay 11 to configure phones for use with Contact Center Manager.
Follow these guidelines:
Set the AST value for the phone to the key to be monitored by
Communication Control Toolkit and Contact Center Manager. For
example, if the keys you choose to control are 00 and 03, set the values for
00 and 03.
Set IAPG=1
To have other Contact Center Manager call control features, such as
transfer and conference, program these features on the phone.
Next steps
Configure the phone in the Communication Control Toolkit Configuration
Tool (see the Communication Control Toolkit Installation and Maintenance
Guide). Ensure that DN Monitored is checked.
Configure the CDN as a terminal in the Contact Center Manager
Configuration Tool (see the Installation and Maintenance Guide).
Unsupported keys
Limitations in Meridian Link prevent the Service Provider from supporting the
following keys:
Call park/unpark
No-hold conference call
Pickup


Chapter 25
Engineer the data network
In this chapter
Overview 516
Contact center and self-service environments 519
Knowledge worker environment 523
Network traffic 531

Engineer the data network Standard 11.12
Overview

Communication Server 1000/Meridian 1 PBX telephone switch in a nodal
environment.

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
LAN / WAN
DMZ
Server VPN
Application Servers Router
MCS Application
1100 TACACS or
Server (SIP
Gateways
Modem
MCS IP/Web
Client Manager
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
517
IP multicasting
IP multicasting provides multipoint communication by simultaneously
delivering information from one sender to multiple receivers. For more
information about IP multicasting, see AppendixE, “IP Multicast Networking”

January 2008 Engineer the data network
Contact center and self-service environments
In contact center and self-service environments, the Contact Center Manager

Server communicates to other servers through the Nortel server subnet and to the
PBX through both the Nortel server subnet and the ELAN subnet.
Network interface card binding order

Configure the binding order of the network interface cards so that the NIC
connected to the Nortel server subnet card is first, followed by others such as the
virtual adapters for remote access.
If more than one network interface card is enabled, you may experience delays
in Request/Response messages between the clients and the server.

The Nortel server subnet is intended for inter-server communications, such as
Communication Control Toolkit with Contact Center Manager Server. It is
connected to the ELAN subnet through one (and only one) router.
The following illustration shows this network configuration.

520
HDX Application
Server
Call Server
ELAN Subnet
DHCP External
Customer LAN
Gateway
Signaling CCMS CCMA CCMM CCT
Server
POP3/SMTP
DNS Mail Server
VGMC
VGMC
VGMC
Routing Firewall
LAN / WAN
MCS Mgmt/ Nortel Server Subnet
DMZ
(Optional)
Server VPN
Media Servers
Router
MCS Media
1100 TACACS or
Application
Server RADIUS
Gateways
Modem
MCS IP/Web
Client Manager
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
Standard 11.12

Enterprise IP network traffic

In a knowledge-worker environment, Communication Control Toolkit
communicates on the Nortel server subnet, and on the ELAN server subnet, to
the PBX either directly or through a router from the Nortel server subnet:
MLS traffic
client communication
IVR messages
call data networking messages between Communication Control Toolkit
servers
To calculate overall LAN requirements, add the bytes per second required for
each of these message types.
MLS traffic
The network traffic on the LAN relating to MLS messages is directly
proportional to the number of lines monitored and the number of calls appearing
in the telephone switch on these lines. During the life of a basic call, normal
operations performed include MakeCall, Answer, Hold, Unhold, and Drop.
To calculate the load on a LAN, assume that Answer, Hold, Unhold, and Drop
operations are performed for every inbound call appearing in the contact center.
The total number of bytes required for the messages related to these operations
is 763 bytes per call. Therefore, to calculate the LAN requirements for
Communication Server Link protocol messages, for 10,000 basic calls per hour,
use the following formula:
(763 x 10,000)/3600 (seconds per hour) = 2120 bytes per second
IVR messages
The LAN requirements for IVR messages depend on your implementation.

Call data networking messages between Communication Control

Toolkit servers
The network traffic overhead due to call data networking messages is directly
related to the following:
the number of calls overflowed from one Meridian telephone switch to a
remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment (for example,
using either Contact Center Manager Server or direct connect)
Other traffic
This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional
requirements.
Maximum acceptable use

Total bandwith utilization of an Ethernet network must not exceed 30 percent in
a non-switched network environment. Communication Control Toolkit use of
the LAN can be as high as 9 percent for a system with 500 agents. Ensure that
the LAN has enough spare capacity to accommodate Communication Control
Toolkit traffic in addition to other traffic.

Knowledge worker environment
In a knowledge-worker environment, Communication Control Toolkit

communicates on the Nortel server subnet and, in turn, the ELAN subnet to the
PBX.
Network interface card binding order

Configure the binding order of the network interface cards so that the NIC
connected to the Nortel server subnet is first, followed by others such as the
virtual adapters for remote access.
Enterprise IP network traffic

In a knowledge worker environment, Communication Control Toolkit adds the
following elements to the Enterprise IP network traffic:
client communication
IVR messages
call data networking messages between Communication Control Toolkit
servers
To calculate overall LAN requirements, add the bytes per second required for
each of these message types.
IVR messages
The LAN requirements for IVR messages depend on your implementation.
Call data networking messages between Communication Control

Toolkit servers
The network traffic overhead due to call data networking messages is directly
related to the following:
the number of calls overflowed from one Meridian telephone switch to a
remote Meridian telephone switch
the size of call-attached data
the type of Communication Control Toolkit environment

Other traffic
This model does not include bandwidth allocation for the following:
polling messages
login/logout messages
acknowledgement messages
complex calls
Nortel recommends that you make a generous provision for these additional
requirements.

Total usage of the Enterprise IP network must not exceed 30 percent in a shared
network environment. Communication Control Toolkit use of the Enterprise IP
network can be as high as 9 percent for a system with 500 agents. Ensure that the
Enterprise IP network has enough spare capacity to accommodate
Communication Control Toolkit traffic in addition to your traffic.
ELAN subnet requirements

The Embedded LAN is an Ethernet link designed for server communications
with the PBX. The ELAN subnet must be simple, protected, and local. For
example, do not extend the ELAN subnet over a WAN.
ELAN subnet traffic

The ELAN subnet carries the call processing AML traffic.

The maximum acceptable use of the ELAN subnet depends on the amount of
traffic on the LAN, the length of the cable, and the size of the messages. The
probability of collision of packets depends on these factors and affects the
average delay within the network.
To minimize excessive network message transfer delays due to network

congestion, ensure that steady state ELAN subnet use does not exceed 10
percent.

If your network is operating at or near this limit, replace the shared media hub
with an Ethernet switch. For more information about configuring your ELAN
subnet, refer to Data Networking for VoIP.
Technical problems
The following sections describe problems that can arise if the ELAN subnet is
not simple, protected, and local.
Propagation/queuing delays
AML traffic between the telephone switch and application servers occurs in real-
time. Network devices (such as routers and firewalls) and distance cause
network propagation and queuing delays. These delays are dynamic and, at a
certain threshold, can make the AML time out and initialize.
Impact: Inability to treat calls.
Lack of reliability or robustness

When an ELAN subnet is extended across a WAN, at least three physical
networks are interposed between the telephone switch and the server.
The ELAN subnet is designed for mission-critical purposes. Additional
network devices increase the number of potential points of failure and,
therefore, increase the chances of failure of the ELAN subnet.
The ELAN subnet is designed to be secure and protected. External physical
connectivity exposes the ELAN subnet to potential security threats.
Impact: Telephone switch initialization failure, contact center outages,

unauthorized access to sensitive data.
Increased maintenance and support effort

If more network devices are added to the ELAN subnets (for example, for WAN
connectivity), they require additional:
configuration (for example, routing)
maintenance (for example, firmware and software upgrades)
support (it takes more time to troubleshoot a more complex network)

These additional maintenance and support activities may result in a greater

number of interruptions to the communication between the telephone switch and
Impact: Contact center outages and recovery delays.
Bandwidth contention
Under the normal supported ELAN subnet configuration, ample bandwidth is
available on the ELAN subnet.
The telephone switch is sensitive to heavy ELAN subnet traffic. Heavy
ELAN subnet traffic (such as broadcast storms and multicast traffic) caused
by other devices on the ELAN subnet (such as defective NICs or
misconfigured devices) can cause the telephone switch to initialize.
Propagation delays lower the effective bandwidth availability.
The illustration on page 527 shows the relationship between the average delay
factor and the LAN usage for different wire lengths. For example, for a system
in a single room (where the wire length between components is under 30 meters
[m]), the delay factor is 2 when the LAN use is 50 percent. That is, data packet
takes twice as long to travel between the components as it does on an idle
system. The delay factor x effectively reduces the LAN bandwidth by the factor
of x. For example, for a delay factor of 2, the effective bandwidth of the Ethernet
LAN is 5 MB/s instead of 10 MB/s. The following illustration shows the
performance characteristics for Ethernet.

Plan Enterprise IP network and ELAN subnet traffic so that the delay factor is
never greater than 2. Use this illustration to determine the maximum allowable
use given the distance between Communication Control Toolkit components.
For example, if the distance between the Communication Control Toolkit
components is expected to be 3000 m, ELAN subnet use must not exceed 30
percent. If all of the Contact Center Manager Server components are placed in
the same building and the wire length does not exceed 300 m, the maximum
ELAN subnet use can be as high as 45 percent. Enterprise IP network use is
estimated based on the maximum distance between Contact Center Manager
Server components as well as your own components.
Impact: Telephone switch call handling operations and contact center outages.

Slow messaging when NetBios is configured on the LAN

The Nortel server subnet card must always be first in the binding order. NetBios
must be disabled on the NIC connected to the voice switch (ELAN NIC)
because NetBios is not a routable protocol, NetBios traffic does not work well
on multi-homed hosts.
Impact: Delays in telephony messaging on ELAN subnet.
Other problems
Multiple groups from multiple companies manage the ELAN subnet

In many companies, the IT group, Network group, and the Telecom group are
not in the same reporting structure, or they are outsourced organizations. With a
simple embedded LAN between the telephone switch and the application
servers, the servicing group does not need to involve all of these groups when
troubleshooting ELAN subnet problems. However, after the ELAN subnet is
extended in a WAN, multiple groups and companies are required to solve ELAN
subnet-related problems.
Impact: Delays to ELAN subnet network problem resolution.
Process complications due to (security) policies when the ELAN

subnet requires external access (for example, a WAN)
When end customers expose their internal network to the external network, they
normally apply and enforce security policies. The resulting additional security
devices (firewall, VPN, and so on) add overhead and propagation delays
between the telephone switch and application servers. Additional security
policies also add time delays to accomplish tasks. For example, a simple IP
address change (for troubleshooting purposes) requires the approval of many
groups and the signatures of many managers.
Impact: Delays in maintenance activities and problem resolutions.
Conclusion
The ELAN subnet is designed as a mission-critical link between the telephone
switch and application servers. Therefore, the focus is not on the average
uptime, but on the single time that the ELAN subnet can fail or cause a failure.

The goal is to keep the ELAN subnet simple to minimize potential points of
failures and hindrances. If you connect extend the ELAN subnet in a WAN,
simplicity is replaced by complexity, thus degrading the mission-critical level of
the ELAN subnet for the server and the telephone switch.
ELAN subnet connection to Enterprise IP network

The ELAN subnet is used for different purposes with different Nortel products.
Some products (such as Communication Server 1000 Telephony Manager) use
the ELAN subnet in a standard burst-mode (transaction-based) communication,
while others (such as Communication Control Toolkit) depend on the ELAN
subnet for a stream-mode (real-time based) communication.
The ELAN subnet must be connected to other internal networks through routers
and to the Nortel server subnet through only one router.
Communication Server 1000 Telephony Manager on the ELAN subnet

Where there is no Contact Center server connected to the telephone switch, the
ELAN subnet traffic may be used with Communication Server 1000 Telephony
Manager for telephone switch-management. While this type of communication
is considered standard data communication, nevertheless, the following are
required when Communication Server 1000 Telephony Manager is connected to
the ELAN subnet:
Use an Ethernet switch rather than a shared-media hub.
If the ELAN subnet is connected to the Enterprise IP network, install a
filtering router to protect the ELAN subnet. This connection is to protect
the ELAN subnet from unintended traffic from the Enterprise IP network,
which may, in turn, interrupt the operation of the telephone switch.

Communication Control Toolkit and Communication Server 1000

Telephony Manager on the ELAN subnet
In situations where both Communication Control Toolkit and Communication
Server 1000 Telephony Manager are present, take extra care in the treatment of
the ELAN subnet. When connecting the ELAN subnet to a router, follow the
Communication Server 1000 Telephony Manager strict guidelines for filtering
and routing.
Usage of the ELAN subnet is designed and tested for inter-Nortel product
communications. Any communication with non-Nortel equipment has not gone
through Nortel testing and proper engineering analysis. These external
communications over the ELAN subnet, therefore, present an unknown factor
and thereby potential negative impact to the overall operation of the telephone
switch and its auxiliary processors.

Network traffic
Contact Center Manager Server uses remote method calls between the client
machine and the Communication Control Toolkit server. Nortel recommends
that you design and develop the applications to minimize the number of remote
calls and, therefore, reduce the demands on the underlying network and increase
the application responsiveness.
For network traffic information, assume that the client credentials are
authenticated with the Contact Center Manager Server, that all the necessary
event handlers are created, and that the assigned resources are retrieved from the
Communication Control Toolkit server.
Answering and dropping an incoming call

The following table provides the minimum amount of memory required to
answer and drop an incoming call. These requirements assume that you are
sending the minimum number of requests from the client computer to the
Contact Center Manager Server, and that you are receiving the minimum
number of requests from the Communication Control Toolkit server.
Item Minimum memory requirements
Client 4194 bytes
Server 27,809 bytes
Total bytes 32,003 bytes
Total 31.3 KB
A typical application sends and receives more than the minimum number of
requests to and from the Communication Control Toolkit server. Therefore,
more memory is required for a typical application.

Example of answering and dropping an incoming call

A typical application requests the following information to answer and drop an
incoming call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table indicates the amount of memory required to complete the
request mentioned in “Example of answering and dropping an incoming call” on
page 532.
Item Typical memory requirements
Client 18,429 bytes
Server 63,377 bytes

Total 79.9 KB
Making and dropping an outbound call

The following table provides the minimum amount of memory required to make
and drop an outbound call. These requirements assume that you are sending the
minimum number of requests from the client computer to the Contact Center
Manager Server, and that you are receiving the minimum number of requests
from the Communication Control Toolkit server.
Client 4483 bytes

Server 11,053 bytes
Total bytes 5536 bytes
Total 15.2 KB

A typical application sends and receives more than the minimum number of
requests to and from the Communication Control Toolkit server. Therefore,
more memory is required for a typical application.
Example of making and dropping an outbound call

A typical application requests the following information to make and drop an
outbound call:
Contact object
capabilities of the Connection object
capabilities of the TerminalConnection object
Calling Address property
Called Address property
The following table provides the amount of memory required to complete the
request mentioned in “Example of making and dropping an outbound call” on
page 533.
Item Typical memory requirements
Client 18,429 bytes

Server 63,377 bytes
Total 79.9 KB

Answering and dropping an incoming call using the Reference Client

The following table provides the minimum amount of memory required to
answer and drop an incoming call using the Reference Client. These
requirements assume that you are sending the minimum number of requests
from the client computer to the Contact Center Manager Server, and that you are
receiving the minimum number of requests from the Communication Control
Toolkit server.
Client 69,088 bytes

Server 104,622 bytes
Total 169.6 KB
Making and dropping an outbound call using the Reference Client

The following table provides the network traffic between the Contact Center
Manager Server and the Reference Client when making and dropping an
outbound call.
Client 85,856 bytes
Server 134,371 bytes
Total 215.1 KB

Chapter 26
Engineer the Communication Server

1000 voice processing system
In this chapter
Overview 536
Port usage 537
ACCESS requirements 538
Contact Center Voice Services on CallPilot requirements 539
Contact Center Voice Services on Meridian Mail requirements 541

Engineer the Communication Server 1000 voice processing system Standard 11.12
Overview
This chapter provides information for determining the number of voice ports
required to provide voice processing services to Contact Center Manager Server,
as well as the requirements for CallPilot and Meridian Mail, if they are
providing voice services to Contact Center Manager.

January 2008 Engineer the Communication Server 1000 voice processing system
Port usage
The number of voice ports required depends on:

the rate of port requests
the duration of voice sessions
the Grade of Service (GOS)
Grade of Service refers to the probability that requests are delayed by more than
a certain number of seconds. For CallPilot and Meridian Mail, the standard GOS
used is 5 percent probability that the calls are delayed for more than six seconds,
and 95 percent of the calls incur a delay of less than six seconds.
Voice ports must be dedicated to Contact Center Manager Server. They cannot
be shared with other services.
ACCESS port usage

Contact Center Manager Server can support a single ACCESS connection to
control voice processing. A single ACCESS connection supports up to 192 voice
ports. This may limit Contact Center Manager Server performance by limiting
the rate of calls that require Contact Center Manager control of voice processing.

CallPilot supports a maximum of 192 voice ports. However, one voice port
must be reserved for messaging. Therefore, 191 voice ports provide voice
services for Contact Center Manager.
None of the predefined applications (and, therefore, workloads) require
controlled voice services; therefore, none result in ACCESS traffic.
Non-ACCESS port usage

Contact Center Manager voice services that do not require local voice port
control (such as Give IVR) do not result in ACCESS usage and, therefore, are
not subject to the 192-port limitation. Additional voice ports may be required,
however, to support these services.

ACCESS requirements
Contact Center Manager generates ACCESS traffic when it communicates with

the integrated voice processing system (CallPilot or Meridian Mail) to obtain the
following controlled voice services:
Give Controlled Broadcast command
Collect Digits command
Open/Close Voice Session commands
For Contact Center Voice Services on Meridian Mail, ACCESS traffic is

transmitted over a dedicated high-speed serial connection. For Contact Center
Voice Services on CallPilot, ACCESS traffic travels on the ELAN subnet.

Contact Center Voice Services on CallPilot

requirements
CallPilot platforms
Contact Center Voice Services on CallPilot requires CallPilot Release 3.0 or
later.
The following table shows the three CallPilot platforms, the number of channels
available on each of these platforms, and the maximum centum call seconds
(CCS).
CallPilot Maximum voice Maximum CCS Maximum CCS

platform channels Erlang C Erlang B
201i 40 1183 1116
703t 96 3120 3028
1002rp 192 6515 6417
CallPilot and multiple servers on the same telephone switch

If you use CallPilot to provide front-end IVR, the same CallPilot can support all
of the up to three Contact Center Manager systems connected to the same
telephone switch.
If you use Contact Center Voice Services on CallPilot—that is, if CallPilot is
providing Give IVR or ACCESS voice services (Open/Close Voice Session,
Collect Digits, and Give Controlled Broadcast)—CallPilot can serve only one
Contact Center Manager Server. Therefore, each Contact Center Manager
system must be connected to a separate CallPilot.
On a CS 1000E switch, Give Controlled Broadcast requires additional media

card ports in the MG 1000E hosting the CallPilot server or MGate cards. For
more information, see the Nortel Contact Center Communication Server 1000/
Meridian 1 and Voice Processing Guide.

CPU impact
Contact Center Voice Services on CallPilot uses MLS for communication
between CallPilot and Contact Center Manager. To estimate the additional CPU
load generated by Contact Center Voice Services on CallPilot, use the CapTool
application.
ELAN subnet impact

For Contact Center Voice Services on CallPilot, ACCESS traffic is carried on the
ELAN subnet or over the Nortel server subnet. In the ELAN subnet situation, the
CapTool application automatically determines the additional load on the ELAN
subnet. For more information, see “ACCESS link,” on page 542.
Nortel server subnet impact

Contact Center Voice Services on CallPilot results in additional MLS traffic on
the Nortel server subnet. When you use CapTool to perform a capacity
assessment in an environment with Contact Center Voice Services on CallPilot,
the application automatically calculates the impact of the additional MLS traffic
on bandwidth.

Contact Center Voice Services on Meridian

Mail requirements
Software release
Meridian Mail, Release 13 or later, must be used with Contact Center Manager.
Meridian Mail and multiple servers on a telephone switch

If you use Meridian Mail to provide front-end IVR, the same Meridian Mail can
support all of the up to three Contact Center Manager systems connected to the
same telephone switch.
If you use Contact Center Voice Services on Meridian Mail to provide IVR
services (that is, with the Give IVR command), the same Meridian Mail can
support all three Contact Center Manager systems. However, the following
restrictions apply:
You must allocate the Meridian Mail IVR ports between three IVR queues,
and dedicate a queue to each server.
All of the servers must belong to the same customer group. (Therefore, you
cannot network the servers together.)
If you use Contact Center Voice Services on Meridian Mail to provide ACCESS
voice services (Open/Close Voice Session, Collect Digits, and Give Controlled
Broadcast), Meridian Mail can serve only one Contact Center Manager system.

Meridian Mail platforms

The following table shows the four Meridian Mail platforms, the number of
ports available on each of these platforms, and the increments for port additions.
Maximum Maximum
Approx. port port
Meridian Mail Port maximum requests at requests at
platform Ports increments CCS 1 min MHT 30 sec MHT
Card Opt 2–12 2 ports 247 412 824
EC 11 4–48 4 or 8 ports 1342 2237 4474

Modular Opt/ 4–64 4 or 8 ports 1858 3097 6194
Modular Opt GP
Modular EC 4–96 4 ports 2912 4853 9706
Notes:
1. 36 centum call seconds (CCS) is the equivalent of 1 Erlang and is the
amount of traffic one port can handle if it is busy all the time.
2. Do not confuse MHT with call rate. A single call can create more than one
port request.
ACCESS link
Access traffic for CallPilot is routed on the ELAN subnet. For Meridian Mail,
the traffic is routed on a dedicated link. The bandwidth calculations are identical
for both. Without loss of generality, the following description refers to the
Meridian Mail dedicated link. The bandwidth of the ACCESS link ranges from
4.8 KB/s to 38.4 KB/s. The maximum use of the link is assumed never to exceed
50 percent. The recommended ACCESS link speed is 19.2 KB/s.
Installation grounding
To avoid damage to Contact Center Manager Server, the telephone switch, or the
voice processing system as a result of poor grounding, install electro-optical
isolators for use on the RS-232 ACCESS cable. Use this type of isolator to
ensure that no surges occur during electrical disturbances.

ACCESS link use

The following table shows the use of the ACCESS link for different call rates.
Each call is assumed to include one Collect Digits treatment and one Give
Controlled Broadcast treatment.
Call rate ACCESS use (percent)
1000 2.0%
5000 9.8%
10,000 19.6%
15,000 29.3%
20,000 39.1%
25,000 48.9%
30,000 58.7%
35,000 68.5%
Maximum use is 70 percent.
The following formula calculates use of the ACCESS link:
ACC_Utilization =
100% * ACC_BW_Required_KbitsSec / ACC_Bandwidth_KBitsSec
ACCESS link capacity

The following is the computation of the maximum rate of ACCESS-related calls
that the link can support for 100 percent Give Controlled Broadcast (GCB) calls
and 100 percent Voice Session Collect Digits (VSCDG) calls:
Max_AC_GCB_PerHour =
(ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) /
(GCB_Acc_Size * 8)
Max_AC_VSCDG _PerHour =
(ACC_Bandwidth * ACC_Max_Utilization * 1000 * 3600) /
(VSCDG_Acc_Size * 8)

CSL
Command and status link (CSL) traffic is used for communication between
Communication Server 1000/Meridian 1 PBX and Meridian Mail. CSL traffic is
generated only when voice services are required for a call. CSL traffic is
transmitted over a dedicated high-speed serial connection.
For Contact Center Voice Services on CallPilot, CSL traffic travels on the ELAN
subnet and is included in computations of ELAN subnet bandwidth.
CSL traffic cost

The following table shows the variables and their values used in the CSL traffic
calculations.
Variable Definition Value
CSL_Bandwidth_KBitsSec CSL Bandwidth (KB/s) 9.6

CSL_Max_Utilization CSL Maximum Utilization 0.7 (70%)
nGCB_Simultaneous Average # simultaneous calls per port on User-defined

GCB
The following is the computation of the bandwidth required for CSL traffic:
CSL_BW_Required_KbitsSec =
(((PeakCallRate)/nGCB_Simultaneous)*
CSL_Bytes_PerSession * AvgGCBCall * 8) / 1000) / 3600
The bandwidth of the CSL is 9.6 KB/s. The maximum utilization of the CSL is
70 percent.

CSL utilization
The following table shows the use of the CSL based on workload and the call
rate.
Call rate CSL use per workload (percent)
1000 1.2
5000 6.2
10,000 12.4
15,000 18.6
20,000 24.8
25,000 31.0
Maximum use is 70 percent.
The following formula is used to calculate utilization of the CSL:
CSL_Utilization =
100% * CSL_BW_Required_KbitsSec / CSL_Bandwidth_KBitsSec
CSL capacity
The following formula calculates the maximum rate of CSL-related calls (voice)
supported by the link. Using the following computations, the maximum CSL call
rate is estimated to be 56 523 calls per hour, if all calls require voice service:
Max_CSL_Sessions_PerHour =
(CSL_Bandwidth * CSL_Max_Utilization * 1000 * 3600) /
(CSL_Bytes_PerSession * 8)
NLI link
The network loop interface (NLI) link facilitates the voice path between
Communication Server 1000/Meridian 1 PBX and Meridian Mail. NLI is used
only for calls requiring IVR service. The number of voice ports needed for this
link is calculated based on the number of voice sessions required by Contact
Center Manager.


Chapter 27
Engineer Contact Center Manager for

multimedia
In this chapter
Overview 548
Contact Center Manager requirements 549
Engineer the e-mail server 551
Engineer the telephone switch for multimedia 555
Engineer Outbound 559

Engineer Contact Center Manager for multimedia Standard 11.12
Overview
Before you install Contact Center Multimedia, you must ensure that the Contact
Center Manager system is set up properly to work with Contact Center
Multimedia. You can use Contact Center Multimedia with Contact Center
Manager Server.
Contact Center Multimedia is not supported on Symposium Call Center Server

5.0 or earlier, Symposium Express Call Center, Communication Server 2x00, or
SIP.

January 2008 Engineer Contact Center Manager for multimedia
Contact Center Manager requirements
To use Contact Center Multimedia, your Contact Center Manager setup must
meet the requirements in the following checklist. For more information about
configuring Contact Center Multimedia, refer to the Contact Center Multimedia
Contact Center Multimedia requirements ✓
Ensure Open Queue feature is enabled on Contact Center Manager

Server.
Ensure that the OAM service is running. You can verify this by
ensuring that the OAM service is in the System Monitor window on
Contact Center Manager Server or by ensuring that the
OAM_Service starts in the Windows Service Control Panel.
Retrieve the site name of the Contact Center Manager Server.

This value is case-sensitive.
Retrieve the server name of Contact Center Manager Server.
Retrieve the version of Contact Center Manager Server.
Ensure that all agents have Contact Center Multimedia types

assigned in Contact Center Manager Administration.
Ensure that the Contact Center Multimedia specific Route Points are
created in Contact Center Manager Administration.
Ensure that the Contact Center Multimedia specific Route Points are
acquired by Contact Center Manager Administration.
Ensure that agent phones are configured for AST control.

Ensure that AST class of service is enabled on the agent phonesets.
For more information, refer to “Engineer the telephone switch for
multimedia” on page 555.

Contact Center Multimedia requirements ✓
Ensure that the Contact Center Multimedia agent phones are

acquired by Contact Center Manager Administration.
Ensure that the Contact Center Multimedia specific skillsets are
created. These skillsets must have EM_ (e-mail), OB_ (Outbound), or
WC_ (Web communications) as the first three characters in their
name. For more information, refer to the Contact Center - Manager
Scripting Guide for the Communication Server 1000/Meridian 1.
Ensure that the Contact Center Multimedia scripts are installed,

created, validated, and tested following the normal Contact Center
Manager scripting guidelines. For more information, refer to the
Contact Center - Manager Scripting Guide for the Communication
Server 1000/Meridian 1.

Engineer the e-mail server
You can use the Contact Center Multimedia Administrator to configure

mailboxes, general settings, and rules that are required and optional for routing
e-mail messages.
This section provides an overview of the e-mail server requirements, including

the use of aliases. Contact Center Multimedia pulls e-mail from any POP3/
SMTP compatible e-mail server. It polls the mailboxes at specified intervals.
E-mail server requirements

Contact Center Multimedia uses the POP3/SMTP protocols to retrieve and send
e-mail. You must enable these protocols on your mail server. Contact Center
Multimedia is capable of supporting SMTP Authentication, POP3/SMTP over
SSL, and the use of non-standard ports for these protocols. For details, refer to
the Contact Center Multimedia Installation and Maintenance Guide.
Configure the e-mail settings

Use the E-mail Configuration window to configure these settings:
The Mailbox Scan Interval is the interval between the scans are made to
the E-mail server to check for new e-mail messages. The default value is 60
seconds.
Configure the specific intervals in the Contact Center Multimedia
Administrator application.
The Attachment Files are the locations on the Contact Center Multimedia
server where the attachments to e-mail messages are stored. A URL is
provided for agents to access the folder on the Web server. These values are
provided by default.

To change these folder names, you must ensure that the new folder exists on
the file system with the correct path to the folders, the folder is shared, a
parallel IIS virtual folder is created, and that all of the permissions are
correct. No verification is performed in the Contact Center Multimedia
Administrator application to ensure that the new values are correct, so the
values need to checked carefully. The default values for the folder, where
<Server name> is the name of the Contact Center Manager server, are:
Inbound URL: http://<Server name>/inboundattachment
Inbound Share: \\<Server name>\inboundattachment
Outbound URL: http://<Server name>/outboundattachment
Outbound Share: \\<Server name>\outboundattachment
ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment
locations defined during installation. If required, you can
choose a different location for the inbound and outbound
shared e-mail folders. If you choose a different location,
you must ensure that you:
Create the Inbound e-mail attachment folder with the
path MailAttachments/Inbound.
Create the Outbound folder with the path
MailAttachments/Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Configure the correct folders in the E-mail attachment
locations in the Contact Center Multimedia
Administrator application.
The Auto-Number Outbound E-Mail is the customer identification

number and can optionally be included in the message subject of all e-mail
messages.
The Include E-Mail Body in Keyword Search specifies the keyword
search for rules is applied to both the subject and the body of the e-mail
message. You can also select the number of characters in the e-mail
message you want to search.

Mailbox requirements
Contact Center Multimedia logs onto nominated mailboxes on your mail server
and retrieves e-mail at defined intervals. E-mail is then routed to agents. To route
an e-mail, Contact Center Multimedia requires the mailbox name and password.
In addition, Contact Center Multimedia requires the possible alias names used
for a mailbox to ensure correct routing of e-mail.
Aliases
An alias is an alternative name for a mailbox. Sending an e-mail to either an
alias or the mailbox itself has the same result, that is the e-mail is stored in the
same place.
For example, there is a mailbox named sales@nortel.com. This mailbox has two
aliases—contactcentersales@nortel.com and mcssales@nortel.com. If you send
an e-mail to either one of these addresses (sales@nortel.com,
contactcentersales@nortel.com, mcssales@nortel.com), the e-mail is sent to the
same destination, which is sales@nortel.com.
Why use an alias?

Aliases are useful for e-mail filtering. For example, if an alias address is defined
for only a short promotional period of time, you can discard any e-mail that
arrive at that alias after the promotional time has passed.
What is the impact of alias addresses on Contact Center

Multimedia?
Alias addresses are a useful pre-routing tool for e-mail. Given the example in the
previous section, you can configure three e-mail routing rules. E-mail arriving
with an address contactcentersales@nortel.com can be routed to the skillset
EM_ContactCenterSales. E-mail arriving with the address
mcssales@nortel.com can be routed to the skillset EM_MCSSales. If an e-mail
arrives at the address sales@nortel.com, you may not be sure of its content (at
least without further keyword searching), therefore, route it to a general skillset
such as EM_DefaultSales.

Configuring an alias within Contact Center Multimedia

As an alias is only an alternative name for a mailbox, it is not polled itself.
Therefore, Contact Center Multimedia must be aware of all possible aliases to
ensure powerful routing. Define an alias in the same way as a physical mailbox.
The only difference is you select the alias radio button rather than the enabled
button. This informs Contact Center Multimedia that this is an alias address and
there is no physical mailbox to poll. The e-mail itself is retrieved from the
physical mailbox the alias is associated with. When you define all the possible
aliases (as well as the physical mailboxes) in this list, the aliases become
available to the Rules Wizard to selective apply keyword searching, including
address matching and other criteria to make routing decisions.
For detailed information on defining an alias, refer to the Contact Center

Contact Center Multimedia Installation and Maintenance Guide.
Outgoing e-mail
Configure outgoing e-mail mailbox settings to identify who is responding to the
customer’s e-mail message.
The response can contain the e-mail address to which the customer sent the
original e-mail message, or a general corporate e-mail address that is configured
for each skillset.
Agent-initiated messages are always sent from an e-mail address associated with
a skillset.
Once you define the rules for e-mail routing, all e-mail are routed to a skillset.
To determine the mailbox that is set as the originator, map the skillset to a
mailbox. For detailed information, refer to the Contact Center Contact Center
Multimedia Installation and Maintenance Guide.

Engineer the telephone switch for multimedia
This section provides an overview of the Contact Center Multimedia telephone

switch requirements.
Before you install the Contact Center Multimedia components, you must ensure
that the telephone switch is configured properly with:
agent phones configured with for Communication Control Toolkit control
ACD and DN keys on agent phone configured for Communication Control
Toolkit control
An e-mail agent with a telephony toolbar also needs at least one ACD key
configured.
This section provides samples of the setup of the agent TNs on the telephone
switch to allow Communication Control Toolkit control.
Complete the checklists in this section to ensure that your telephone switch
meets all the requirements for Contact Center Multimedia.
Supported telephone switches

Contact Center Multimedia relies on Communication Control Toolkit for switch
support. For more information, see Chapter 20, “Engineer Communication
Control Toolkit.”
For more information about supported telephone switches, see “Telephone

switches supported by Contact Center Manager,” on page 89.
Configure agent phones

Contact Center Multimedia requires Communication Control Toolkit on all of
the agent computers to enable the agent user interface to control the status of the
phone. This configuration is the same as the standard Communication Control
Toolkit configuration for the agent phone.

Communication Server 1000/Meridian 1 PBX checklist for agent

phones
When you engineer agent phones (TNs) for use with Communication Control
Toolkit, you must complete the tasks in this checklist.
Communication Server 1000/Meridian 1 PBX for the agent ✓
Ensure Open Queue feature is enabled on Contact Center

Multimedia.
Create a TN entry for each contact center agent, following the

instructions in the Contact Center Manager documentation.
Ensure that key 0 has ACD functionality.
If you are enabling Outbound, ensure that a personal DN key is

created on the contact center agent phone.
Enable Associated Set Assignment (AST) for the ACD key and
for one of the other personal DN keys.
AST can be configured only on a maximum of two keys.
Ensure that IAPG is enabled.
Sample agent phone configuration

The following sample provides the telephone switch configuration of the agent
phone configured for Communication Control Toolkit. You perform this setup
on LD 11.
For more information, see the Communication Control Toolkit Installation &
Maintenance Guide.
DES 8446
TN 017 0 00 09
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN 8383
TGAR 1

LDN NO
NCOS 6
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC
MCBN
CPND_LANG ENG
RCO 0
HUNT 8383
LHK 8
LPK 0
PLEV 02
SPID NONE
AST 00 08
IAPG 1
AACS YES
ACQ AS: TN,AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 9 10 11 12 13 15 16 17 18
19 22 24
SFRB 1 2 15
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0

DNDR 0
KEY 00 ACD 8710 0 4715
AGN
01 DWC 8710
02 AO6
03 TRN
04
05 NR
06MSB
07
08 SCR 8446 0
CPND
NAME Mark Smith
XPLN 27
DISPLAY_FMT FIRST,LAST
09 SCR 8476 0 MARP
CPND
NAME Paula Jones
XPLN 27
DISPLAY_FMT FIRST,LAST
10 ACNT
11 SCR 4305 0 MARP
12 ADL 16
13 CFW 4 8396
14 MWK 8383
15
DATE 30 APR 2004

Engineer Outbound
Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns.
The Outbound Campaign Management Tool is not available in a SIP-enabled

contact center.
The following diagram shows how outbound contacts interact with Contact
Center Manager Administration, Contact Center Multimedia, and Contact

Contact Center Outbound consists of the following components:

Outbound Campaign Management Tool—Use the Outbound Campaign
Management Tool to create, modify, and monitor a maximum of 20
simultaneous outbound campaigns. An outbound campaign is a series of
outbound calls for one specific purpose, for example, a customer survey or
a sales promotion. Each outbound campaign can contain 5000 calls in the
call list.
Campaign Scheduler—This is a Contact Center Multimedia server
component used to determine when to queue contacts to the Contact Center
Manager Server. The Campaign Scheduler monitors the status of each
campaign and performs the following:
Sets campaign status to running and queues contacts to Contact Center
Manager Server when the campaign start time or daily start time occurs.
Sets the campaign status to non-running and removes contacts from
Contact Center Manager Server when the daily end time occurs.
Sets the campaign status to expired and removes contacts from Contact
Center Manager Server when the daily time occurs.
Sets the campaign status to completed when all contacts are processed.
Contacts are queued to Contact Center Manager Server at the configured

rate. By default, the campaign scheduler presents outbound contacts every
60 second intervals. Use the Contact Center Multimedia Administrator
Outbound Campaign Scheduler Configuration window to change the
interval length.
Contact Center Agent Desktop—Agents use Contact Center Agent
Desktop to process outbound contacts. When a campaign runs, outbound
contacts are routed to Agent Desktop, and agents can:
Accept or reject an outbound contact
Review and update customer information
Make the outbound voice call
Follow an agent script and record customers answers and comments
Select a disposition code to record the result of the call
For more information about the Contact Center Agent Desktop, see the
Contact Center Agent Desktop User’s Guide.

Contact Center Manager Administration—Use Real-Time Reporting

and Historical Reporting in Contact Center Manager Administration to
create and run real-time and historical reports for campaigns.
Real-Time Reporting is used to display real-time and up-to-date statistics
information regarding a campaign, such as the number of waiting contacts,
the number of answered contacts, or the average answer delay.
Historical Reporting is used to provide information about campaigns, such
as Campaign Call Details, Campaign Script Result Details, Campaign
Summary and Script Summary.
InterSystems Caché database—Contact Center Multimedia server uses
an InterSystems Caché database server and its associated Web services to
store information. The database is installed during the Contact Center
Multimedia software installation.
Open queue—Dynamic Transaction Handler (DTH), or the telephony
based queue, is replaced by the software-based Open Queue technology,
which can queue up to 30 000 contacts at one time for routing and
reporting.
In addition to the standard reports, you can use Report Creation Wizard to
customize and create new reports.
Outbound capacity
Contact Center Outbound components have the following capacity:
Outbound Campaign Management Tool monitors a maximum of 20
simultaneous outbound campaigns with a maximum of 5000 contacts
(e-mail or outbound) per campaign.
Contact Center Agent Desktop processes a maximum of 2500 contacts
(e-mail or outbound) per hour to a maximum of 600 agents.
InterSystems Caché database server and its associated Web services store
information for 1,000,000 contacts in a database that is saved on a 20 GB
disk.
Open queue can queue up to 30,000 contacts at one time for routing and
reporting.


Chapter 28

supported functions and events
In this chapter
Supported functionality 564
Supported functionality for IPML 571

Communication Control Toolkit supported functions and events Standard 11.12
The tables in this section indicate which Contact Center Manager functions are
supported by the Communication Control Toolkit Connector.
Basic Communication Control Toolkit call control functions

The following table list the basic Communication Control Toolkit call control
functions.
Supported in
Supported in Communication
Event CS 1000/M1 Server 2x00/DMS
Make Call Yes Yes
Hold Current Call Yes Yes

The Auto Hold Allowed
(AHA) and Swap Hold
switch features are not
supported.
Unhold Call Yes (Retrieve Call) Yes (Retrieve Call)

Drop Current Call (Release) Yes Yes
Blind Transfer Call Yes Yes
Initiate Managed Transfer Yes Yes

Complete Transfer Yes Yes
Initiate Conference Call Yes (up to six parties) Yes (up to 6 parties)
Complete Conference Call Yes Yes

Call Forward Yes No
Cancel Call Forward Yes No

January 2008 Communication Control Toolkit supported functions and events
Supported in
Join Conference No No
Deflect Calls No No
Get Status Yes Yes
Get Call Capabilities Yes Yes
Get Data Yes Yes
Delete Data Yes Yes
Append Data Yes Yes
Add Data Observer No No
Remove Data Observer No No
Make Set Busy Yes No

Reserved Function No No
Get/Set UUI No (UUI attached as call No

data)
Send DTMF (for example, credit Yes No
card number to IVR) DTMF is not supported
in direct connect mode.
Mute/Unmute No No
Consult Yes (but must designate Yes (but must designate

as transfer or conference) as transfer or conference)
Park/Unpark No No
Message Waiting Indicator No No
HER (Host Enhanced Routing) Yes No

Supported in
Answer Yes Yes
The fast transfer functionality does not support completing a fast transfer call to
an external trunk number. This functionality is designed for predictive dialing
environments where the application sends a MakeCall request to an external
customer number, and when the customer answers, the application sends the
FastTransfer request to blind transfer the customer to a live agent.

Contact Center specific functions

The following table list the Contact Center specific functions.
Supported for
Supported for Communication
Function CS 1000/M1 Server 2x00/DMS
Agent LogIn Yes Yes

Agent Logout Yes Yes
Set Ready Yes Yes
Set Not Ready Yes Yes
ACD Set Activity Code Yes No

ACD Set Not Ready/Reason Codes Yes No
Work Ready Key support No No
Agent Whisper No No
Monitor (Observe)/Record Call No No
Set Call treatment Yes No
Barge In No No
Call Supervisor Yes No
Make Emergency call Yes No
Answer Emergency call No No

Redirect to another skillset No No
Return a call to the queue skillset No No

that it came from
Redirect/Route a call to another No (use blind transfer) No (use blind transfer)
queue/skillset (effectively a blind
transfer)

Supported for
Not Ready after Call Completed/on PBX configuration No

Disconnect option
Ability to return the Not Ready No No

reason code on completion of a call

Supported Communication Control Toolkit events

The following table indicates which events are delivered by the Communication
Control Toolkit Connector.
Supported for
Ringing Event Yes Yes
Dialtone Event No No
Busy Event No No
Offering Event Yes Yes
Ringback Event Yes Yes
Inbound Connected Event Yes Yes
Outbound Connected Event Partial Partial
Connected Event Yes Yes
Disconnected Event Yes Yes
Held Event Yes Yes

Unheld Event Yes Yes
OnHold Pending Conference Event Yes Yes
Onhold Pending Transfer Event Yes Yes

Transferred Event No No
Conference Event No No
Initiated Transfer Event Yes Yes

Initiated Conference Event Yes Yes
Session Disconnect Event (includes Yes Yes

shutdown)

Supported for
Device Forward Event No No
Status Change Event Yes Yes
Notice Message Waiting Event No No
Notice No Message Waiting Event No No
Agent Logged out Event Yes Yes
Agent Logged in Event Yes Yes
Agent Ready Event Yes Yes
Agent Not Ready Event Yes Yes
Agent Busy Event Yes Yes
Agent Work Ready Event No No

Reserved Event No No
Activity Code Entered Yes No
WalkAway Activated No No
WalkAway Return No No
Emergency Invoked No No
Call Supervisor Invoked No No

Supported functionality for IPML
The following tables indicate which Contact Center Manager events and
functions are supported by the IPML Connector.
Event Supported
Ringing Event Yes
Dialtone Event Yes
Busy Event Yes
Offering Event Yes
Ringback Event Yes
Inbound Connected Event Yes
Outbound Connected Event Yes
Connected Event Yes
Disconnected Event Yes
Held Event Yes

Unheld Event Yes
OnHold Pending Conference Event No
Onhold Pending Transfer Event No

Transferred Event Yes
Conference Event Yes
Initiated Transfer Event Yes

Initiated Conference Event Yes
Shutdown Event Yes

Event Supported
Device Forward Event No
Status Change Event No

Notice Message Waiting Event No
Notice No Message Waiting Event No
View call structures Event No
Get Agent State Partial
Get Version No
Agent Logged out Event Yes
Agent Logged in Event Yes
Agent Ready Event Yes
Agent Not Ready Event Yes
Agent Busy Event No

Agent Work Ready Event Yes (CS 1000/Meridian 1 only)
Reserved Event No
Activity Code Entered Yes (CS 1000/Meridian 1 only)

WalkAway Activated No
WalkAway Return No
Emergency Invoked No
Call Supervisor Invoked No

Basic call control functions

The following table list the basic call control functions.
Function Supported
Make Call Yes
Dial Yes
Hold Current Call Yes
Unhold Call Yes (Retrieve Call)
Drop Current Call (Release) Yes
Blind Transfer Call Yes
Initiate Managed Transfer Yes
Complete Transfer Yes
Initiate Conference Call Yes (Three-party only DMS)
Complete Conference Call Yes

Call Forward Yes (CS 1000/Meridian 1 only)
Cancel Call Forward Yes (CS 1000/Meridian 1 only)
Join Conference No
Deflect Calls No
Get Status Partial
Get Call Capabilities Yes

Reconnect Yes (Achievable in two steps)
Get Data Yes
Delete Data Yes
Append Data Yes

Function Supported
Add Data Observer Yes
Remove Data Observer Yes

Make Set Busy Yes (CS 1000/Meridian 1 only)
Reserved Function No
Get/Set UUI Partial (Get only – G31/Communication

Server only)
Send DTMF (for example, credit card Yes (CS 1000/Meridian 1 only)
number to IVR)
Mute / Unmute No
Consult Yes (But must designate as xfer or conf)
Park/Unpark No
Message Waiting Indicator No
HER (Host Enhanced Routing) No
Answer Yes

Contact Center Specific functions

The following table list the Contact Center specific functions.
Function Supported
Agent LogIn Yes
Agent Logout Yes
Set Ready Yes
Set Not Ready Yes
ACD Set Activity Code Yes
ACD Set Not Ready/Reason Codes No
Work Ready Key support Yes (MSB)
Activity Codes No
Agent Whisper No
Monitor (Observe)/Record Call Msg Supported

Set Call treatment Yes
Barge In No
Call Supervisor No
Make Emergency call No
Answer Emergency call No
Redirect to another skillset

Return a call to the queue skillset that No
it came from
Redirect / Route a call to another No

queue / skillset (effectively a blind
xfer)

Function Supported
Not Ready after Call Completed/on No

Disconnect
Ability to return the Not Ready No
reason code on completion of a call
Route Call Yes

part 4
Remote support

Standard 11.12

Chapter 29
Remote support with a VPN
In this chapter
Overview 580
Guidelines for the Remote Support VPN 582
VPN configurations 583

Remote support with a VPN Standard 11.12
Overview
This chapter describes remote support using VPN.
Remote support for Contact Center Manager

If you require remote technical support, your distributor or Nortel technical
support staff must be able to connect remotely to your server. Virtual Private
Network (VPN) is more secure than direct connected modems. While many
VPN technologies and configurations are available, for remote support of
Enterprise voice equipment, Nortel supports a standard with a technology based
on the VPN Router 1100 (as a minimum) in a particular host-to-gateway
configuration.
This chapter provides guidelines for the standard Nortel Remote Support VPN
configuration.
This configuration is recommended for Contact Center Manager in both

standalone mode and co-resident mode (with either Contact Center Manager
Administration or with Contact Center Manager Administration and
Communication Control Toolkit).
Remote support over a direct-connect modem

If VPN is not available, it is still possible to provide remote support over a
direct-connect modem (however, many enterprises view this as a security risk).
To facilitate remote support through a direct-connect modem the following is

required:
a modem connected to each Contact Center Manager server
Remote Access Services (RAS) configured on each server
Due to the operating system communication-layer issues, Contact Center

Manager Administration and the Communication Control Toolkit cannot be
configured to use RAS (and thereby the direct-connect modem) for remote
support.

Therefore, if Contact Center Manager Server is configured in a co-resident
solution with Contact Center Manager Administration (or Contact Center
Manager Administration and Communication Control Toolkit), and VPN access
is not available, a direct-connect modem access may be used through an external
RAS device on the data-network. Some examples are:
a corporate RAS server with modem to the PSTN and a connection to the
LAN
a computer with modem to the PSTN, RAS enabled, and a connection to
the LAN
A third-party remote-maintenance product with modem to the PSTN and a
connection to the LAN
With the listed alternatives, the end-user assumes the responsibility for setup on
their premises and the risks to their equipment associated with this pass-through
type of connection.

Remote support with a VPN Standard 11.12
Guidelines for the Remote Support VPN
When you set up your VPN for remote support, follow these guidelines:
Create a dedicated subnet for Nortel voice application servers (for example,
the Nortel Server Subnet), and treat this subnet as mission-critical. (It is a
good network engineering practice, even in a non-VPN environment, to
optimize network traffic by grouping servers that need to communicate
with each other on a subnet.)
Install, at a minimum, VPN Router 1100 (or later) version 4.8 (or later)
with the modem option. Configure the modem as a user-tunnel to listen on
the PSTN.
Connect the VPN Router to the Nortel Server Subnet.
Configure the VPN Router, as well as any network routers and firewalls, to
give inbound remote support users unrestricted access to the Nortel
application servers.
Optionally, restrict remote support users’ access to other subnets in your
LAN/WAN. As usual, ensure that the Nortel application servers have
unrestricted access to the enterprise LAN/WAN.
Ensure that the ELAN subnet is connected to the Nortel Server Subnet
through one (and only one) router. Take the additional precaution of
configuring the network router to allow only intended traffic into the ELAN
subnet.
Activate Split Tunneling on the VPN Router. Concerns over access into the
corporate network may be alleviated by restricting access (through the VPN
Router and firewalls) of remote support staff from other subnets upon
logon.

January 2008 Remote support with a VPN
VPN configurations
This section describes recommended configurations that meet the needs of most
users. However, because every network is different, the exact configurations may
not be practical in all environments. Use these recommendations as a starting
point and building block when creating your Remote Support VPN.
Benefits
The Nortel recommended remote support configurations provide the following
benefits:
Protection for your network from unauthorized external users.
Any location is accessible, even through an analog line, but are still
protected by the VPN.
Flexible designs exist that can be extended to non-Nortel products and that
can accommodate customer-specific network requirements.
VPN equipment is local to the equipment it serves, resulting in network and
management simplicity, while allowing for central security authentication
management.
Solution is cost-effective.
The recommended configuration is provided as a starting point for designing

your Remote Support VPN. However, when you deviate from the recommended
configurations, you may sacrifice some of these benefits.
Configuration types
Nortel recommends a host-to-gateway configuration for the Remote Support
VPN.
The following illustration shows the recommended VPN remote support

architecture. Take note of the VPN Router's connection to the Nortel server
subnet.

584
Remote support with a VPN
HDX Application
Server
Call Server
ELAN subnet
DHCP External
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
LAN / WAN
DMZ
Server VPN
Application Servers Router
MCS Application
1100 TACACS or
Server (SIP
Gateways
Modem
MCS IP/Web
Client Manager
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
Standard 11.12

part 5
Appendixes

Standard 11.12

Appendix A
Product limits
In this appendix
Product limits 588

Product limits Standard 11.12
Product limits
Maximum capacity values

The following table specifies the maximum capacity values supported by
The following conditions apply to the table:

The capacities supported on a given server are limited by the server
platform. To determine the capacity of your server, use the CapTool
application.
These values are supported by Contact Center Manager Server. Capacity
values are also limited by telephone switch capacity. To find the limits for
your telephone switch, check your telephone switch documentation.
Release 5.0 Release 6.0

Parameter maximum maximum
General parameters
Number of logged-on agents

Communication Server 1000/Meridian 1 PBX 2200 3350
Communication Server 2x00/DMS 3300 3350
Communication Server 1000 and MCS 5100 n/a 1500
Configurations with greater than 1500 agents require
special consideration for Nortel Server Subnet bandwidth
and disk requirements.
The maximum of 3350 logged on agents is only applicable
for the Communication Server 1000 Platform running X21
Release 4.5 (or later) with Pentium IV CPUs. For earlier
system types, the maximum limit is 2200 logged on
agents.
Number of agents defined in the system 6000 10,000

Number of phones
Number of supervisors logged on 150 600
Number of supervisors defined in the system 300 600

The number of configured supervisors defined in the
system is not limited, but Nortel tests only up to 300
configured supervisors.
Number of scripts 1500 1500

The number of scripts defined in the system is not limited,
but Nortel tests only up to 1500 scripts.
Number of active scripts 1000 1000

The product contains three predefined scripts. Therefore, (997) (997)
you can create 997 scripts.
Maximum script size (characters) 50,000 50,000
Number of applications (that is, exit points from the 505 505
Master_Script) (500) (500)
The product contains five predefined applications.
Therefore, you can create 500 applications.
Number of call variables 20 50
Number of skillsets 1000 1000

The product contains four predefined skillsets. Therefore, (996) (996)
you can create 996 skillsets.
The maximum includes both local skillsets and network
skillsets.
Number of skillset priority levels 48 48


Number of skillsets per call 20 20

Number of activity codes 5000 10,000
The product contains three predefined activity codes. (4997) (9997)
Therefore, you can create 9997 activity codes.
Inbound calls per hour 58,000 66,000

The number of inbound calls per hour at 58,000 and
66,000 assumes a hold time of three minutes. For shorter
call durations, higher call rates can be supported. Refer to
the CapTool to optimize the engineering of your
configuration.
Number of waiting calls 3000 3000
Call resources parameters
Number of IVR queues (Communication Server 1000/ 150 150

Meridian 1 PBX)
Number of IVR ports 1000 1000
Number of ACCESS ports (Communication Server 1000/ 96 96

Meridian 1 PBX)
Number of routes 513 513
Number of trunks (Communication Server 1000/Meridian 3000 4400

1 PBX)
Nortel only tested 1000 trunk members. There are no
plans to test the 4400-trunk limit.
Number of CDNs 750 750
Number of RAN and music routes 512 512
Number of DNISs 10,000 10,000

January 2008 Product limits

Assignment parameters
Number of agents in an agent-to-supervisor assignment 1000 1000

Matrix size for agent-to-skillset assignments 5000 5000
An agent-to-skillset assignment contains a matrix with a
row for each agent in the assignment, and a column for
each skillset to which the agents belong. The matrix size is
the number of agents multiplied by the number of
skillsets.
Number of agent-skillset reassignments in an agent-to- 1000 1000

skillset assignment
In an agent-to-skillset assignment, you can change an
agent’s status for multiple skillsets. For example, you can
put the agent James Jones on Standby for the skillset
Bookings, and give him priority 1 for the skillset European
Vacations. Thus, you have two reassignments for the agent
James Jones in the agent-to-skillset assignment.
Networking parameters
Number of call processing nodes in the network (including 30 30

local node)
The number of configured nodes is 30; however, only 20
nodes can be configured in the routing table.
Number of network skillsets 1000 1000

The maximum includes the four predefined skillsets, local
skillsets, and network skillsets.
Number of skillsets per agent 50 100
Number of sites in the routing table for a network skillset 20 20
Number of network skillsets to which a call is queued 10 10


Number of agent reservation requests per call 30 30

Number of remote applications (applications accessible 6000 6000
over the network)
Network calls per hour for which CBC data is collected 10,000 10,000
Number of target nodes 20 20
Real-time display parameters
Number of RTD screens 4 N/A
Database parameters
Number of client PCs and RTI applications connected to 100 100

the database
Number of other applications connected to the database 100 100
Number of Fault Management messages in database 7500 7500
Maximum number of report clauses 255 255

The database server supports a maximum of 255 clauses
on a single SQL statement.
Third-party interface parameters
Number of MLS applications 16 16
Number of MLS calls per hour 58,000 68,000

The number of MLS calls per hour at 58,000 and 68,000
assumes a hold time of three minutes. For shorter call
durations, higher call rates can be supported. Refer to the
CapTool to optimize the engineering of your
configuration.

January 2008 Product limits

Number of Symposium Event Interface (SEI) applications 3 3

SEI is not available as an open interface with Symposium
Call Center Server 5.0 or Contact Center Manager.
Number of HDX connections 10 10

When configured, Database Integration Wizard (DIW)
uses a single HDX connection.
Number of RTI client systems/applications 100 100
Other parameters
Number of scripts activated under load 1 1

Script activation supports activation cascading, where the
activation of a parent script forces activation of all lower-
level scripts. Do not use this feature on a system under
load. Under load, activate scripts from the lowest level up,
with the Master script activated last.
Number of CPUs 4 4
Steady state CPU 50% 50%
Recommended disk space (GB) 64 128
Number of servers per telephone switch

The number of active agents supported by the telephone
switch includes active agents at all connected servers.

Communication Control Toolkit capacity limits
Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or
24,000 CPH with call data attached up to a maximum of 1600 agents. Self
service supports an additional 16,000 CPH running on the IVR lines.
Agent counts
2000 agents (2000 terminals, 4000 addresses) if call data is not required or
1600 agents (1600 terminals, 3200 addresses) if call data is used. Self
Service supports an additional 480 IVR lines.
Knowledge worker - direct connect capacity limits
Call capacity
36,000 simple CPH with no call data up to a maximum of 2000 agents or
24,000 CPH with call data attached up to a maximum of 1600 agents.
Client counts
2000 clients (2000 terminals, 4000 addresses) if call data is not required or
1600 clients (1600 terminals, 3200 addresses) if call data is used. Self
service capacity limits.
Call capacity
16,000 CPH for combined IVR lines and agent desktop.
Client counts
480 combined IVR lines and agent desktops.
To determine the capacity of your platform, use the CapTool application.
A basic call is defined as an incoming call that is answered by an agent, and then
(when talk time is complete) released.

Appendix B
SIP general information
In this appendix
Overview 596
SIP building blocks 597

SIP general information Standard 11.12
Overview
This appendix describes Session Initiation Protocol (SIP), an application-layer

control (signaling) protocol for creating, modifying, and terminating sessions
with one or more participants. These sessions include Internet telephone calls,
multimedia distribution, and multimedia conferences. SIP invitations used to
create sessions carry session descriptions that allow participants to agree on a set
of compatible media types. SIP makes use of elements called proxy servers to
help route requests to the user's current location, authenticate and authorize
users for services, implement provider call-routing policies, and provide features
to users. SIP also provides a registration function that allows users to upload
their current locations for use by proxy servers. SIP runs on top of several
different transport protocols.
For more information on configuring the SIP switch, refer to the SIP Contact
Center Switch Configuration Guide.

January 2008 SIP general information
SIP building blocks
SIP user agent

Terminates (SIP UAS) or originates (SIP UAC) SIP sessions.
Addressed through logical address of record, such as pat@cc.nn.com.
Registers (generally) it’s current position with a central proxy server or
registrar at initiation so that the proxy knows how to resolve it’s AOR to an
actual IP address.
Examples: MCS 5100 PC Client, Nortel Media Application Server (MAS).
SIP proxy server

Location Services: Resolves SIP AOR to actual IP addresses or resolves
them to a proxy closer to the target end point.
If the proxy does more than simple address resolution (for example, call
services), then it is referred to as the application server, call server, or
similar label.
Example: MCS 5100 SIP Application Server.
SIP registrar server

Accepts SIP REGISTER sessions from end points who announce their
location.
Can Challenge and Authenticate the user.
Example: MCS 5100 Application Server.
SIP presence server

Accepts SIP PUBLISH sessions from end points who announce their
current state (such as Busy, Away from Desk, or On the Phone).
Interested parties SUBSCRIBE for the user’s presence.
Sends state updates to interested parties using SIP NOTIFY.
Examples: MCS 5100 Application Server for PC Client Buddy List
support.

SIP general information Standard 11.12
SIP media server

Acts as a SIP endpoint that can perform special media features.
Functions: IVR, RAN, Conference, Media Mixing, and so on.
It is not a formal entity. It is a special type of end user application.
Terminates and Originates RTP, as well as SIP signalling.
Example: Nortel MAS.
SIP BBUA
Back to Back User Agent: Two user agents (UAS and UAC) twinned.
Session terminates on incoming User Agent and is passed to application for
modification or decision tree.
New session originated on outgoing User Agent is twinned with the
Incoming User Agent for the duration of the call.
A mechanism for applications to sit in the middle and influence SIP
Sessions.
Examples: MCS 5100 Application Server and SIP Contact Center.
SIP gateway
SIP Protocol Converter:
SIP to H.323
SIP to ISDN
SIP to Analog Trunk
SIP to 3G324M
Examples: Communication Server 1000, Audiocodes ISDN Gateway,

Radvision 3G Gateway

Appendix C
Telephone switch feature comparison
In this appendix
Differences between telephone switches 600

Telephone switch feature comparison Standard 11.12
Differences between telephone switches
The following table outlines the differences between features supported by the
Communication Server 1000/Meridian 1 PBX, Communication Server 2x00/
DMS, and SIP switch.
Communication
Server 1000/ Communication
Feature Meridian 1 PBX Server 2x00/DMS MCS 5100 (SIP)
Agent features
Number of active 3350 per Contact 3350 per Contact 1500 per Contact
agents Center Manager Center Manager Center Manager
Agent login location The agent can log in With TDM phones, Any Communication
at any ACD set the agent can log in Control Toolkit-
at any phone in the compliant desktop
same supervisor application, for
group example, CCAD.
Agent’s media
termination device
must be SIP-
addressable, for
example Nortel
Converged Desktop
2. Media termination
device does not need
any ACD
capabilities.
Length of Agent ID 4 to 16 digits 4 to 5 digits 4 to 16 digits

January 2008 Telephone switch feature comparison
Communication
Validation of agent Contact Center Communication Contact Center

login Manager validates Server 2x00/DMS Manager validates
agent login. validates agent login, agent login
Contact Center
Manager logout of
unrecognized agent
Agent non-ACD DN Personal DN follows Secondary DN is DN (or SIP address)
agent (FWD) specific to a TDM is specific to the user
phone
Call presentation Contact Center Contact Center Contact Center

features Manager sets Union Manager supports Manager sets Union
Break Time, Call Variable Wrap and Break Time, Call
Forcing, Alternate NRonSDN. Forcing, Alternate
Call Answer, Host Alternate Call Call Answer, Host
Delay Time per agent Answer and Host Delay Time per agent
Delay Time are not
available
Walkaway trigger Headset removal Agent Not Ready Agent Not Ready
Phone features
Conference 6-way Conference 3- to 32-way Consult only

conference call,
depending on
telephone switch
configuration
Transfer and Separate transfer, Consult only, may Consult only

conference conference, simple convert to transfer conference and
depending on which transfer
feature is assigned to
the phone set

Communication
Entry/reporting of Supported LOB code reported Supported by CCT

activity (Line of as activity code application (CCAD)
Business) code
Blind transfer to Not applicable Supported Not applicable

CDN
Blind transfer to Supported (with Supported with CCT Not applicable

busy/invalid number TAPI and CCT) Not supported with
TAPI
Agent transfer/ Not applicable Supported Supported

conference from
InCalls to second
agent InCalls key
Entry of activity Not applicable Cannot be entered Emergency key not

(LOB) and until on of the supported
emergency key while conferenced agents
in conference drops from call
Completion of If the far end address If the far end address The remote
transfer while far end is out-of-provider is out-of-provider connection state will
is ringing (including (not monitored by (not monitored by remain in the
blind transfers) CCT), the remote CCT), the remote Alerting state until
connection state will connection state will the far end actually
transition transition answers the call.
immediately from the immediately from the
Alerting state to Alerting state to
Established. Established.
Telephone switch and resource features
Telephone switch AML connection ICM connection SIP only

interface

Communication
Number of digits for 7 10 7 (to maintain

CDN compatibility with
Communication
Server 1000
Converged Desktop)
Number of characters up to 30
for CDN URI
Number of digits for 7 10 7 (to maintain

DNIS compatibility with
Communication
Server 1000
Converged Desktop)
Number of characters up to 30
for DNIS URI
Number of digits for 4 4 to 5 4

agent ID
Number of digits for 3 to 32 3 per ACD group 3 to 32

activity (Line of
Business) code
Trunk and route Supported Not applicable Not applicable
statistics and displays
Synchronization of Reported by Maintained by Reported by

deleted resources telephone switch administrators in MCS 5100
Synch
Communication
Server 2x00/DMS –
Contact Center
Manager data fill

Communication
Monitoring of link Telephone switch Telephone switch Through SIP

status brings down link monitors link health; registration refresh
after 20 non-response may bring link down events
calls after two back-to-
back non-responses
by Contact Center
Manager
Handling of Retained Re-acquired upon Re-registered upon

resources upon link link recovery; meets link recovery
failure carrier grade
standards
Recovery after link Issues call release Queries agent status Automatic upon SIP
failure messages registration refresh
events
Order of call Telephone switch Prioritizes ACD calls Direct to Contact

presentation alternates Contact as ACD is not Center through SIP
Center Manager applicable proxy
CDN and NACD
ACD calls
Treatments
IVR Supports integrated Supports front-end Supports integrated

IVR with Meridian self-service IVR IVR with Media
Mail or CallPilot Application Server
Caller-entered data Not supported CALL DATA Not supported
for external IVR intrinsic sent directly
to host application,
CDN stats and call-
by-call reports
enhanced to support
caller-entered-data

Communication
Give IVR script Supported Supported Supported and

command enhanced for Voice
XML
IVR statistics, Supported Supported Limited support
displays
RAN Supported Provided by Supported by MAS

EDRAM for voice and video
Controlled option for Supported. Return to Required answer

treatments CDN without answer supervision trunks
supervision not supported
Automatic ringback Supported Can be provided by Supported

Contact Center
Manager script
Automatic treatment Supported Can be provided by Not supported - can
resumption Contact Center be provided by
Manager script Contact Center
Manager script
Networking features
Ability to network Supported Supported Not supported

multiple Contact
Center Manager
Servers
Networking statistics Supported Supported Not supported

and displays
Other features

Communication
Call information Directly supports call Supports all call Supports some call
information (CLID, information except information (DNIS)
DNIS, trunk, NPA, route and trunk as well as SIP call
and so on) information (SIP to
address, SIP from
address, an so on)
Hardware dongle Not required Not required Not required
Call ID reuse Depends on Larger Call ID Every 40,000 calls

telephone switch accommodated—
configuration Customer does not
see the same Call ID
reused in the same
day, week, or month
Language support Multilanguage Multilanguage
support support
Reporting of internal Reported separately Reported as a Reported as a

and external DN calls combined total combined total
Trigger for pegging Call connection Agent DN press When dialling

of outgoing DN call complete
ACD and NACD Reported separately ACD calls reported; Not applicable
calls NACD not applicable
Taking skillsets out Not applicable Do not use Night Not applicable
of service manually Service with Contact
Center Manager.
Take skillsets out of
service by using the
Business Hours
variable in the script.

Communication
Emergency Not applicable Configure Not supported

supervisors and
EMK as PosID to
support emergency
screen pops; can alert
multiple supervisors


Appendix D
Standard call models
In this appendix
Inbound call models 610

Standard call models Standard 11.12
Inbound call models
To evaluate Contact Center performance, five typical local inbound call models
are defined. These models apply to calls that originate on the local node. In the
CapTool, you can choose one of these models for the call complexity or change
the values to match your specific contact center operation.
Communication Server 1000/Meridian 1 PBX models
Symposium Voice Processing (SVP)

This call model is based on the assumption that the average call uses the
following services:
basic call
queuing to two skillsets
voice services controlled by Contact Center Manager (Give Controlled
Broadcast, Collect Digits, and Open/Close Voice Session)
Meridian Voice Processing (MVP)

This call model is based on the assumption that the average call uses the
following services:
basic call
queuing to two skillsets
voice services controlled by the telephone switch (Give RAN instead of
Give Controlled Broadcast and Give IVR instead of Collect Digits and
Open/Close Voice Session)
Hybrid
The hybrid call model is a combination of the SVP and MVP call models.

January 2008 Standard call models
Communication Server 2x00/DMS models
Symposium Customer (Simple)

You use a Communication Server 2x00/DMS telephone switch with an external
IVR system. Each call is given IVR treatment, and then it is routed to an agent
with a particular skillset.
Busy Symposium Customer (Complex)

You use a Communication Server 2x00/DMS telephone switch with an external
IVR system. Each call is given IVR treatment followed by multiple RAN or
music treatments while the call waits for an agent.
Number and types of services per call

The following table shows the average number and types of services assumed for
calls in each model.
Communication Server Communication

1000/Meridian 1 PBX Server 2x00/DMS
Parameter SVP MVP Hybrid Simple Complex
Basic Call 1 1 1 1 1
Average number of skillset queues 2 2 2 1 2.2

entered per inbound call
Average number of agent queues 0 0 0 0 0.1
entered per inbound call
Average number of controlled 3 0 1 0 0

broadcasts in Start/Stop mode per
inbound call
Never with Give RAN
Average number of controlled 0 0 0 0 0

broadcasts in Continuous mode per
inbound call


Average number of collect digit 1 0 0 0 0

services per inbound call
Two digits each time (including voice
session and play prompt)
Average number of Give IVR 1 1 1 1 1

treatments per inbound call
Average number of Give RAN 1 3 2 0 0.5

Never with GCB
Average number of Give Music 1 1 1 0 1.5

Average number of Host Data 1 1 1 1 1

Exchange Send Info treatments per
inbound call
Only if Host Data Exchange is
present
Average number of Host Data 1 1 1 0 0

Exchange Request/Get Response
Only if Host Data Exchange is
present
Average number of Intrinsic 5 5 5 2 5

References per inbound call
(Expected Wait Time, Longest Idle
Agent, Oldest Call, Position in
Queue)
Average number of If Then Else 5 5 5 2 4


January 2008 Standard call models

Proportion of inbound calls that are 5% 5% 5% 0% 10%

transferred to another agent or DN
Proportion of inbound calls that are 5% 5% 5% 0% 15%
conferenced with another agent or
supervisor
Proportion of conferenced calls 0% 0% 0% 5% 10%

completed by an MLS application
(such as Symposium Agent)
External IVR system connected to the N/A N/A N/A Yes Yes
system
Average number of screen pops per 1.2 1.2 1.2 1.2 1.2
inbound call
Average number of MLS messages 0 0 0 0 0

per inbound call (excluding screen
pops)
Collected call-by-call statistics Yes Yes Yes Yes Yes
Average number of network skillset 2 2 2 2 N/A

queues entered per call
Proportion of calls arriving at the 10% 10% 10% 10% N/A

local node that are queued to a
network skillset


Appendix E
IP Multicast Networking
In this appendix
Overview 616
Multicast sending and receiving 617
Implementing IP multicasting for Contact Center Manager 627
Configuring multicast with two network interface cards 630

IP Multicast Networking Standard 11.12
Overview
What is IP multicasting?
IP multicasting provides multipoint communication by simultaneously
delivering information from one sender to only the receivers who want to receive
the information. The greatest advantage to IP multicasting is its ability to
transmit information to many recipients in a way that minimizes the bandwidth
required across networks and that minimizes resources required by the sender to
transmit.
Typical methods of multipoint communication require that a source send a copy

of information to each recipient: 10 recipients require 10 copies of the data. This
method, called point-to-point unicast, creates two constraints:
The source system resources are wasted because they are duplicating and
distributing multiple copies of the same piece of information.
The combined size of the copies of data sent to recipients cannot be greater
than the share of bandwidth available to the source.
IP multicast communication is receiver-based. Users who want to receive data

join a multicast host group and become members of that group. Because
duplication and distribution of information is handled by a router, the resources
and designated bandwidth of the source computer are used more efficiently.
Consequently, the source computer uses the spare resources for other functions
and distribute information more quickly and with a lower bandwidth
requirement on the network.

January 2008 IP Multicast Networking
Multicast sending and receiving
To send to multiple users through multicast, the server communicates with

multicast host groups that consist of multicast group members. Recipients must
be members of multicast groups to receive multicast data. A sender, however,
does not need to be a member in a multicast host group to transmit multicast
data. Anyone who can send information to a multicast IP address can send
multicast information to a multicast host group. The following sections
describes the building blocks of multicast communication in detail.
How sending and receiving works

Multicast IP sending is the same as unicast sending: the sender indicates the
destination IP address that it wants to send to, and the information travels
through the network and arrives at its destination.
Receiving multicast IP datagrams is complex. When an application on a PC

indicates that it wants to receive multicast data, several things must occur in the
background for the data to travel through the networks and be received by the
application. The following section describes sending and receiving within the
framework of Contact Center Manager Administration’s Real-Time Reporting
component.
Receiving
With Contact Center Manager Administration, multicast communication begins
when a user opens a browser, connects to Contact Center Manager
Administration, and opens Real-Time Reporting. The Real-Time Reporting
utility issues a request to join a host member group associated with Real-Time
Reporting multicast data. The request is sent to the multicast group host. The
data is sent to the user.
When a multicast host group is part of a permanent group, the host filters
continuously for data coming from the source. If the host is dynamic, it begins
filtering for data only when it receives a request for membership. See “Multicast
host groups,” on page 620 for more information about the types of multicast
groups.

Also, in IP multicasting there is an All-Hosts Group with the reserved address

224.0.0.1. The function of this address is to represent all hosts on the network.
The All Routers Group with the reserved multicast IP address 224.0.0.2
represents the communication point for all routers on the network. The All-
Hosts Group continuously sends out requests to its hosts and asks for a report:
“Are there any groups that contain members who want to receive multicast
data?”
Because the concept of IP multicasting rests upon the idea of virtual networks,
view an All-Hosts Group as representing all of the host groups, not a physical
piece of hardware. The address 224.0.0.1 can designate:
a router
or
a system with an IP multicast capabilities
If you are using IP multicasting in a simple network, one router on a LAN can
represent:
the All-Hosts Group
the All-Routers Group
and
the host that the host group members join to receive their multicast data
In a typical network setting, the network consists of one Contact Center

Manager Server system on the Nortel server subnet with the Contact Center
Manager Administration. Contact Center Manager Administration clients reside
on separate subnets. Note that Contact Center Manager Server and Contact
Center Manager Administration also communicate with each other through
multicast.
In this scenario, one of the routers on the network is designated as the All-
Routers Group (224.0.0.2) while other routers act as the All-Hosts Group
(224.0.0.1). At this stage, the All-Hosts Group waits to find out if there are hosts
with members in their subnets who want to receive multicast data.
The All-Hosts Group sends a query requesting that its hosts report on its
membership, and the query travels from the All-Hosts Group to the hosts.

The hosts report on their membership lists. These are all of the clients who
requested membership in a host group by opening a browser, launching Contact
Center Manager Administration, and then opening Real-Time Reporting.
The report travels from each host back to the All-Hosts Group.
Sending
At this stage, the scene is set for multicast data to be received by the browsers
that have real-time displays running. The hosts know who their members are.
The All-Hosts Group knows who its hosts are. The routers that service the hosts
are aware that their hosts are waiting for multicast data. Contact Center Manager
Administration now needs to provide that data.
Contact Center Manager Administration delivers its real-time statistics data to

the IP multicast-capable router on the Nortel server subnet. The router puts
together the data to be sent to the host groups and maps the address of the
multicast All-Hosts Group to the IP address that it uses to send data.
The data is sent from the router to the All-Hosts Group. The All-Hosts Group
sends the data to the routers. The routers for each host forward the data to their
hosts, and each host forwards the data to its members.
From the receiver to the sender, multicast data may need to travel across several
routers. If multicast is not available to all routers on the network, only the source
subnet's router and the target subnets' routers need to be multicast-capable when
standard network tunnelling is implemented.
Multicast groups and members
Multicast hosts
Any system or router can be a host and can send multicast data to a multicast
group if it meets the following conditions:
The network interface in the system is multicast-capable.
The system or router is on a network with a local multicast router.
The sender does not need to be a member of a multicast host group if it is

sending only multicast data. The sender needs to be included in a multicast host
group only if receipt of multicast data is required.

Multicast host groups

Recipients of IP multicasting datagrams are called host groups. Host groups fall
into the following two categories:
permanent host groups
transient host groups
Permanent host groups are groups with an assigned IP multicast group address.
The number of members in the host group is irrelevant in that a permanent host
group with no members still exists as long as its IP multicast address is defined.
A transient host group, by contrast, exists only if it has at least one member that
requires its services. The multicast IP address for the transient host group is not
permanently assigned to the host group; however, the addresses that can be
dynamically assigned to a host group have two restrictions. The IP multicast
address for a transient host group:
must be in the address range designated for IP multicasting
cannot be the same as an address for a permanent host group
Multicast groups are virtual groups: they exist only from the point of view of
multicast-capable routers or an All-Hosts Group. A host is a PC in a network
that is designated to accept requests for multicast data from other PCs in the
same network. This host conveys its membership status to its designated
multicast-capable router. A group is formed when other PCs communicate their
desire to join the host group. The PCs that want to join the group can be from
different networks or subnetworks. Their communication with the host makes
them part of a single group.
The following groups are some of the permanent host groups that exist in an IP
multicast-capable network:
The All-Hosts Group: This group is used to identify all IP multicast hosts
at your organization. When a host reports that it has members who want to
receive multicast data, it sends this report to the All-Hosts Group. The
multicast IP address for this group is 224.0.0.1.
The All-Routers Group: This group is used to identify all IP multicast
routers at your organization. The multicast IP address for this group is
224.0.0.2.

Multicast host group members

Host group members have few restrictions. They can:
reside anywhere on any network
join or leave a host group at any time
join more than one host group
To receive a multicast message, two requirements must be met:

the member must join the group to which the message is sent
the group that the member joined must belong to a network that is
registered with a local multicast router
If the member joins a group that does not belong to a network registered with a
local multicast router, the router receives the multicast message but cannot
distribute the message through the network to the member.
Multicast addresses
IP multicasting specifies multicast host groups using Class D Internet Protocol
addresses. These host group addresses range from 224.0.0.0 through
239.255.255.255. While IP addresses identify a specific physical location, a
multicast IP address identifies a transmission session—a request conveyed from
a client to a host to join a multicast group.
However, when choosing IP multicast sending and receiving addresses, you

must be aware of the following restrictions:
The IP multicast addresses 224.0.0.0 through 224.0.0.255, inclusive are
reserved for routing protocols and topology discovery or maintenance
protocols.
Additional IP multicast addresses 224.0.0.0 through 239.255.255.255,
inclusive are also reserved for specific applications like Net News.
Therefore, the IP multicast addresses that you select for IP multicasting groups
cannot be in the 224.0.0.0 through 224.0.0.255 range. In addition, ensure that
you do not select an IP multicast address reserved for other multicast application
on your network.

The following organizations maintain current information about IP multicasting

addressing and can provide access to an extensive list of reserved IP multicast
addresses. Nortel strongly recommends that you review the information at one
or both of these sites before you assign an IP address to a multicast group:
Internet Engineering Task Force (www.ietf.org)
Internet Assigned Numbers Authority (www.iana.org)
Multicast routing methods

The method that multicast routers use to interact with one another depends on
the routing protocol that is used for communications. All of these routing
protocols use a routing method that moves a multicast packet from its source to
its destinations. There are several different routing methods:
spanning trees
flooding
core-based trees
reverse path broadcasting
truncated reverse path broadcasting
reverse path multicasting
A detailed description of each of these routing methods is beyond the scope of

this document. However, the following section briefly discusses the spanning
tree method which is one of the simplest and efficient routing methods. To find
out more about routing methods, visit the Internet Engineering Task Force
(www.ietf.org), and Internet Assigned Numbers Authority (www.iana.org) Web
sites. Both sites provide additional information and articles that address IP
multicast routing methods in greater detail.
Spanning trees
Multicast routing depends upon its multicast-capable routers to exchange
information about neighboring routers and efficiently route multicast traffic. The
Internet Group Management Protocol (IGMP) selects one router as the primary
router for each physical network in a LAN. This primary router creates a routing
method called a spanning tree that connects all other routers that belong to an IP
multicast group.

A spanning tree is a loop-free network of paths between routers. Only one path
is established between each router. When each router is aware of the branches in
the spanning tree, it copies multicast datagrams only to those branches of the
tree. With this method, datagrams are duplicated only when the spanning tree is
aware of other branches, keeping the amount of duplication required on a
network to a minimum.
Multicast protocols
There are a variety of protocols available for multicast routing. The protocol that
your network operations department chooses for your routers depends upon the
type of delivery service that you must provide.
If your network configuration does not require the delivery of multicast packets
across routers, you need only the IGMP. If your multicast data recipients extend
beyond a single subnetwork, your network operations department must define
multicast routing protocols for your routers. These protocols create the spanning
trees and forward the multicast packets that are required to get the data to the
group members.
The following list includes some of the most common multicast protocols and a
brief description of the routing features that each provides.
Internet Group Management Protocol

When clients indicate that they want to join a group, and hosts indicate to routers
that they have group members, IGMP is the protocol used to convey this
information between host group members, hosts, and routers. See “How sending
and receiving works” on page 617 for more information about how group
membership occurs. IGMP must be available on any interface running a
multicast protocol, as well as on any static interface over which you want to
transfer multicast traffic.
Distance Vector Multicast Routing Protocol

Routers that use Distance Vector Multicast Routing Protocol (DVMRP)
advertise the shortest-path routes to the networks on which a multicasting source
resides. DVMRP is the opposite of RIP, which advertises routes to destination
networks.

Multicasting Extensions to Open Shortest Path First

Routers using Multicasting Extensions to Open Shortest Path First (MOSPF) use
an enhanced version of Open Shortest Path First (OSPF). This protocol enables a
router to forward multicast IP traffic within an autonomous OSPF (v.2) system.
Protocol Independent Multicast

Protocol Independent Multicast (PIM) provides efficient routes for multicast
traffic that crosses the Internet to reach members of sparsely distributed
multicast groups. The Nortel implementation of PIM supports sparse mode. PIM
communicates with remote members by:
inviting downstream members to join a shared tree by sending explicit join
messages.
using rendezvous points (RP) for receivers to meet new sources. Sources
announce their existence to RPs; receivers query RPs to learn about
multicast sessions.
establishing a shortest-path tree to create a data path between sources and
receivers.
Resource Reservation Protocol

Resource Reservation Protocol (RSVP)-capable routers enable their host
systems in an IP network to reserve resources for unicast or multicast dataflows.

Packet migration between multicast and non-multicast networks

With the variety of networks that exist and the amount of data that travels
between them, it may be too expensive and difficult to set up network
infrastructures that carry only multicast packets, while unicast networks carry
only unicast data. The implementation of multicasting in your network does not
preclude the transmission of unicast packets.
You can configure your routers to enable tunneling—multicast packets that

travel as unicast packets between multicast and non-multicast networks. The
following table provides an overview of how different packet types can travel
between multicast and non-multicast networks.
Router On interface Forwarding Action and

receives type How to Enable
Unicast or Multicast The multicast protocol running on the interface forwards

broadcast the packet to a multicast destination address (or list of
packet multicast destination addresses) dictated by an IP traffic
filter.
The IP traffic filter must be configured to convert the

unicast or broadcast packets to multicast.
Multicast Multicast The router multicast protocol forwards the packet to:
a multicast configured outbound interface (based on
multicast protocol decisions)
or
a non-multicast, IGMP static configured outbound
circuit
In Site Manager, you must set the IGMP static
forwarding entries policy for Dynamic to Static
forwarding mode.

Router On interface Forwarding Action and

receives type How to Enable
Multicast Non-multicast, The router forwards multicast packet traffic to a

IGMP static multicast-enabled network if:
configured multicast protocols are running on the routers
the IGMP static forwarding policy is set to Static to

Dynamic
the IGMP interface parameter Static Forward Cache
Lifetime is set to a value in accordance with the
multicast protocol (DVMRP or MOSPF) running on
the router
Multicast Non-multicast, The router forwards the multicast traffic to a non-

IGMP static multicast, static configured interface if:
configured the IGMP static forwarding policy is set to Static
mode

Implementing IP multicasting for Contact

Center Manager
IP multicast requirements
The preceding sections explain multicasting, the communication between
software and hardware that multicasting generates, and the routing and related
protocols that make the transmission of multicast data between sources and
destinations possible. With this information, you can consider how to implement
IP multicasting for your specific LAN or WAN, or both, to facilitate Contact
Center Manager Server and Contact Center Manager Administration real-time
data multicasting requirements.
The following is a checklist of the requirements that apply to your network,

network components, and multicast-capable applications for Contact Center
Manager Server’s multicasting capabilities to work in a simple LAN
configuration.
Requirements for multicast communication on one subnet ✔
The sending and receiving nodes in your network must be multicast-

enabled. For example, the TCP/IP protocol stack must support IP
multicast.
All hosts must support the IGMP protocol.
The network interface cards and their drivers at the sending and receiving
nodes can filter for data link layer addresses that are mapped from
network layer IP multicast addresses.
If two network interface cards are installed on Contact Center Manager
Administration (one for a different subnet and the other for the Nortel
Server Subnet), manually configure the cards so Contact Center Manager
Administration always sends multicast data through the NIC that is
connected to the Nortel server subnet.
In this example, the client PCs are on the Nortel Server Subnet and,
therefore, receive multicast data on this network without multicast-
capable routers.

Requirements for multicast communication on one subnet ✔
IP multicasting software must be installed on clients that need to receive

multicast data.
Routers are not required for a host to join a multicast group and share multicast
data with other hosts on the same subnet. When multicast sending and receiving
must travel between subnets, the list of requirements includes the previous
checklist, in addition to the following items.
Requirements for multiple subnet multicast communication ✔
Intermediate routers between sending and receiving nodes are IP

multicast-capable. (Or just the source and target subnets' routers if
standard network tunnelling is in between.)
Firewalls between subnets are configured to permit IP multicast traffic.

An IP traffic filter can convert packets from unicast to broadcast or
broadcast to unicast.
Configure an IGMP static forwarding policy for interfaces that multicast

and for interfaces that do not multicast.
Set policy filters to identify multicast protocol-compliant gateways,

interfaces, tunnels, and networks for IGMP, DVMRP, and MOSPF.
Configure the network interface cards on Contact Center Manager
Administration so they always send multicast data through the Nortel
server subnet card.

Network deployment
Contact Center Manager Administration server receives data from Contact
Center Manager Server and propagates it to the Contact Center Manager
Administration client. That makes Contact Center Manager Administration
server the intermediate server between the Contact Center Manager Server and
the Contact Center Manager Administration client.
Therefore, the Contact Center Manager Administration server has both IP

multicast send and receive addresses. Contact Center Manager Administration
server uses the receive address to collect multicast data from Contact Center
Manager Server. For this reason, the IP multicast receive address on Contact
Center Manager Administration server must be the same as the IP multicast send
address of the Contact Center Manager Server. However, the IP multicast
receive address on Contact Center Manager Server must be different from the IP
multicast send address on Contact Center Manager Administration server. This
is because the send address on Contact Center Manager Administration server is
the point from which multicast data is sent to the Contact Center Manager
Administration clients.
The multicast-enabled router acts as both the host and the All-Hosts Group to
the clients who become host group members when they open a browser and
launch Real-Time Reporting.

Configuring multicast with two network

interface cards
Some Contact Center servers may contain two network interface cards (NIC)—
one each for a different subnet (for example, the ELAN subnet) and one for the
Nortel server subnet. In such situations, configure the server manually so that it
always chooses the Nortel server subnet card to send and receive multicast data.
If you do not manually configure the server, it may send multicast data through
the other subnet, which may cause potential problems.
This manual configuration involves opening the Windows routing table and
noting the metric values of the multicast interfaces corresponding to the other
subnet and Nortel server subnet network interface cards. When the server starts
to send multicast traffic, it first looks to this internal routing table, as it contains
a default multicast route for each of the network interfaces present in the
computer.
The operating system decides which of these interfaces is the most suitable for
sending multicast data by checking the metric value of each multicast interface
(multicast interfaces have a destination of 224.0.0.0). If the metric values are
equal, Windows decides which interface to use based on the value of the
interface address. The default Contact Center Manager Administration
configuration experiences problems when the Nortel server subnet and the other
subnet metric values are equal, as shown in the following graphic.

If this is the case, avoid problems by giving the ELAN subnet interface a larger
metric value than the Nortel server subnet interface, as described in the
following procedure.
Think of the metric value as the cost of using a particular interface. Because the
operating system chooses the interface with the lowest cost and you want it to
choose the Nortel server subnet, you must give the ELAN subnet the higher
metric value (higher cost).
Configuring IP multicasting on an application server that has two

network interface cards
1 Open a command prompt.
2 Type route print to view the Windows routing table.
3 In the table, note the metric values of the multicast interfaces corresponding
to the ELAN subnet and Nortel server subnet network interface cards
(multicast interfaces have a destination of 224.0.0.0).
If the metric value corresponding to the ELAN subnet network interface
is equal to or lesser than that of the Nortel server subnet, proceed to the
next step.

If the metric value corresponding to the ELAN subnet network interface

is greater than that of the Nortel server subnet, the operating system
sends multicast data through the Nortel server subnet and you do not
have to continue with this procedure.
4 On the application server computer, right-click My Network Places and
choose Properties.
Result: The Network and Dial-up Connections window appears.
5 Right-click the ELAN subnet network interface card and choose

Properties.
Result: The Local Area Connection Properties window appears.

6 Select Internet Protocol (TCP/IP).

7 Select Properties.
Result: The Internet Protocol (TCP/IP) Properties window appears.
8 If there are values in the Preferred DNS server and Alternate DNS server
boxes, remove them. These boxes must remain blank for the ELAN subnet
connection.

9 Click Advanced.
Result: The Advanced TCP/IP Settings window appears.
10 In the Interface metric box, type a value that is higher than the value listed
in the Windows routing table for the Nortel server subnet card. For
example, if the table lists a value of 1 for the Nortel server subnet interface,
type 2 in this box.
11 Select OK to save your changes.
12 Select OK until you close all windows.
13 Restart the application server.
14 When the server restarts, open a command prompt.
15 Type route print.
Result: The Windows routing table appears, listing the metric values for the
network interfaces.

16 Confirm that the metric value for the ELAN subnet interface is successfully
changed to 2 (or the value that you typed in step 10).
Result: Multicast traffic is now received and sent on the interface with the
lowest metric, which is the Nortel server subnet.


Appendix F
Calculating Equivalent Basic Calls
In this appendix
Equivalent Basic Calls 638

Calculating Equivalent Basic Calls Standard 11.12
Equivalent Basic Calls
The complexity of Contact Center calls, in terms of Equivalent Basic Calls

(EBC), is computed using the values from the following table for the appropriate
software releases for the telephone switch.
Service R26 EBC
Inbound Calls
Basic call 2.40
QTS (Queue to Skillset) 0
QTNS (Queue To Network Skillset) 0
GCB (Give Controlled Broadcast Start/Stop) 1.70
GCB (Give Controlled Broadcast Continuous) 1.70
VSCDG (Collect Digits Voice Session) 2.29

GIVR (Give IVR, including transfer) 2.29
GRAN (Give RAN) 0.63
GMUS (Give Music) 0.25
Meridian Link messages/call (including screen pops) 0.60
Meridian Link calls transferred/conferenced 1.72
Conference/transfer 1.59
HDXSI (Data Exchange Send Info) 0
HDXRG (Data Exchange Send Request/Get Response) 0
INTR (script Intrinsic reference) 0
If-Then-Else 0

January 2008 Calculating Equivalent Basic Calls
Service R26 EBC
Incoming Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + 1.18

Trunks Incoming
Contact Center Manager Server scriptless overhead 1.33
Outgoing Accept Call
Communication Server 1000/Meridian 1 PBX Basic Call + 1.16

Trunks Outgoing
Contact Center Manager Server scriptless overhead 1.33
Outbound Calls
Meridian Link calls transferred/conferenced 1.59
Calls conferenced/transferred out 1.72
Successful outbound call overhead 3.60
Unsuccessful outbound call overhead 1.88
Meridian Link messages per call (including screen pops) 0.60
Meridian Link messages/connection (unsuccessful call) 0.60

Meridian Link messages/unsuccessful connection 0.60
The CapTool automatically calculates the call rate based on an entered call-
complexity model.

Calculating Equivalent Basic Calls Standard 11.12

Appendix G
Telephony calculations
In this appendix
Using Erlang B 642

Telephony calculations Standard 11.12
Using Erlang B
If you have the traffic in centum call seconds (CCS) and the Grade of Service
(GOS), you can calculate the number of required lines using the Erlang B
formula. The GOS is the probability of finding all lines busy. The standard
practice is to take the probability of finding all lines busy as 0.001.
When you have non-blocking cases, the GOS is 0; therefore, lines are always
available. To calculate this with Erlang B, use 0.000000001 instead of 0.
Use the following formula to calculate the number of lines you require.
where
erlangs is the # CCS/36 (1 erlang = 3600 call seconds or 36 CCS)
M is the number of lines
Prob is the probability of a lost call
To use this formula, iterate on M = 1, 2, and so on, until Prob is less than or
equal to the GOS. The first M found where Prob is less than or equal to the GOS
is the number of required lines.
Alternatively, you can also use a table of Erlang B. (A table of Erlang B is found
in most traffic engineering texts.)

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 11.12
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 11.12
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 supplementaryDN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group

An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.
automatic call distribution subgroup

An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.
Automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

Standard 11.12
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 11.12
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.

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
Center Manager Administration server.
Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

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 11.12
Contact Center Manager Server call

A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.
Contact Center Multimedia server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center Standby server

The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Contact Center
Manager Server.
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

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 11.12
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 11.12
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 11.12
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 11.12
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 11.12
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 11.12
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 11.12
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.

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 11.12
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 11.12
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 11.12
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
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 11.12
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 11.12
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_Scriptand 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 networkcall arriving at the contact
center.

Standard 11.12
T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
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 11.12
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 11.12

Index
Symbols agents
number supported 17
.NET 65, 66 AgentTerminalSession object 68
Framework class library 66 agent-to-skillset assignments, running 359
programming languages 67 agent-to-supervisor assignments, running 359
types 66 alias 551, 553
All-Hosts Group 619, 620
and multicast data 618
A All-Routers Group 620
and multicast data 618
about AML 65, 352
upgrade scenarios 169 configuring ELAN subnet for 509
ACCESS Anti-virus software 209
connection 537 Communication Control Toolkit 282
link 542 Contact Center Manager Administration 249
protocol 75 Contact Center Manager Server 231, 315
requirements 538 Contact Center Multimedia 270
voice ports 537 coresident server 296
access classes and partitions LinkPlexer 325
upgrading 170 Replication Server 337
ACD queue management 17 API
ACD trunks 478 Communication Control Toolkit 65, 75
ACD-DNs distribution 66
default 512 Full 68
activating Master script 359 Graphical 69
activating the IP address 507 Lite 68
Active Server 328, 420 Application Module Link 65
active server 49, 364 AML 65
Address object 68 Application Module Link. See AML
addresses application server
Class D Internet Protocol 621 CPU utilization 370
multicast 621 minimum refresh rate on 371
restriction for IP multicast 621 multiple 372
Agent Greeting 86, 476 architecture
Agent Interface Communication Server 1000/Meridian 1 40
ports 394 DMS 92
agent licenses 127 Meridian 1 92
Agent object 68 archiving 396
agent phonesets, configuring for assignments, running 359
Communication Control Toolkit 555 AST 513
agent TNs, configuring for Communication attached data 407
Control Toolkit 555 attachments 61

Index Standard 11.12
locations 551 SVP 484, 610

audio routes 495 Symposium customer 611
auditing 16 call rate 350
Automatic switchover 421 maximum 485
auto-number e-mail messages call variables 17
e-mail messages call-attached data 407
auto-numbering 552 caller-entered data 407
Avaya 66 Calling Line ID
average CLID 65
CPU utilization 358, 411 CallPilot 50, 86
delay factor 526 and multiple servers on the switch 539
pages per second 358, 411 software release 539
talk time 350 See also Symposium Voice Services on
CallPilot
calls per hour 350, 407
B Campus Redundancy 422
capacity 361, 407
backing up 405 ACCESS link 543
data on a coresident server 447 coresident server 455
Backing up and restoring 405 CSL 545
backup 404 maximum 588
bandwidth 394 requirements, minimizing 411
required, CSL 544 Capacity Assessment Tool. See CapTool
bandwidth contention 526 CapTool 39, 218, 236, 255, 274, 328, 342, 366,
Bandwidth recommendations 394 380, 400, 435, 438
basic call 498, 611, 638 CCM loads supported 494
cost 482 CCS 542
binding order 519, 523 CDNs
buffers 496 configuring on the switch 511
busy Symposium customer model 611 CDNs, calculating requirements for 495
centum call seconds 542
checking the ELAN subnet link 510
C Citrix 63
Class D Internet Protocol addresses 621
CACHE.DAT 395 Classic Client 15, 82, 84
calculate client application 63
switch capacity 480 client hardware requirements
Call Arrival Rate 350 Contact Center Manager Administration 242
Call Center Module loads supported 494 Contact Center Multimedia 262
call complexity 348, 407, 455, 482 client operating system
call duration 407 Contact Center Manager Administration 247
call load 348 client PCs 368
call models 609 clients 407
busy Symposium customer 611 Close Voice Session. See voice sessions
hybrid 610 CLR 66
MVP 610 clustering 405
simple 483

January 2008 Index
Collect Digits command 538 connection object 68

Command and status link. See CSL consolidated real-time display data 373
commit limit 358, 411 contact center
committed bytes 358, 411 product names 15
Common Language Runtime 66 Contact Center - Manager
Communication Control setup 549
Toolkit 49, 63, 386, 387, 410, 415, 563 Contact Center - Manager Client 250
anti-virus 282 Contact Center - Manager compatibility 143
API 65, 75 Contact Center - Multimedia
Basic call control functions 564 operating system 268
client, requirements 414 requirements 253
Contact Center specific functions 564 server hardware requirements 254
disk partitioning 280 third-party software 269
hardware requirements 274 Contact Center Agent
migrate to 141 Desktop 60, 83, 250, 262, 352, 386, 38
operating system 281 7
requirements 273 contact center architecture
server 64 Communication Server/Meridian 1 switch 40
standalone configurations 275 contact center environment
third-party software 282 network requirements 519
upgrade to 141 Contact Center Manager 455
Communication Control Toolkit Contact Center Manager Administration 48, 368
compatibility 144 anti-virus software 249
Communication Control Toolkit Connector 564 client hardware requirements 242
Communication Server 1000 switch client operating system 247
contact center architecture 40 compatibility with previous versions 167, 168
engineering 475 CPU impact of Contact Center Manager
See also Meridian 1 switch Administration 372
Communication Server 1000/Meridian 1 disk partitioning 241
configuring 503 impact on Nortel server subnet/WAN 372
compatibility multiple application servers 372
and Contact Center Manager operating server 245, 312
Administration 167, 168 requirements 235, 299
complex call model 484, 611 server hardware 236, 302
components, third-party 65 server standalone configuration 237
computer-telephony integration 73, 410 third-party software 249, 314
conferencing 407 upgrade to 140
configurations, VPN 583 Contact Center Manager Administration
configuring application server
agent phonesets for Communication Control CPU utilization 370
Toolkit 555 Contact Center Manager Administration
CDNs on the switch 511 replication 149
Contact Center Multimedia server Contact Center Manager Client 50, 368
network 390 Contact Center Manager Server 48, 62, 368
LinkPlexer 502 and IP multicasting 627
Windows 389 CPU impact on Contact Center Manager

Server 372 and remote support 456

disk partitioning 224 and Replication Server 456
integration with 62 anti-virus software 296
multiple on the same switch and CallPilot 539 capacity 455
multiple on the same switch and Meridian CPU utilization 454
Mail 541 disk partitioning 291
operating server requirements 226 hardware requirements 285, 454
performance impact of MLS 410 operating system 294
requirements 217 software requirements 454
standalone third-party software 296
configuration 219, 302, 305, 308, 309, coresident server, engineering 419, 437, 457
312, 314 Coresident servers
third-party software 230 requirements 283
upgrade to 139 coresident servers
Contact Center backing up and restoring data on 447
Multimedia 49, 58, 386, 387, 395 with previous versions of Symposium 167
anti-virus software 270 coresident upgrades 150
client hardware requirements 262 Corporate licensing 123
disk partitioning 266 cost of basic call 482
Contact Center Multimedia CPH 350
compatibility 86, 144 CPU
Contact Center Multimedia server 387 cost of Contact Center Manager
Contact Center Multimedia/Outbound server Administration on Contact Center
database capacity 20 Manager Administration 372
Contact Center Supervisor Desktop 83 impact, Symposium Voice Services on
Contact Center Voice Services 92 CallPilot 540
Contact Center Voice Services on CallPilot load, minimizing on Contact Center Manager
in the DMS environment 92 Administration 377
Contact Center Voice Services on Meridian Mail performance, Contact Center Manager
in the DMS environment 92 Administration 376
Contact Management Framework 64 requirement, Communication Control
Contact object 68 Toolkit 402
Controlled Directory Numbers. See CDNs requirement, Contact Center Manager
Conversation Space 468 Server 347
conversion utilization, Communication Control
ways to save time during 161 Toolkit 411
coresidency 95, 145 utilization, Contact Center Manager
and the customer network 445 Administration application server 370
upgrades 150 utilization, Contact Center Manager
coresident 145 Server 358
coresident applications 95 utilization, coresident server 454
coresident installation CRTD data 373
requirements 284 CS 1000 82
coresident server supported releases 90, 91, 476
and Contact Center Manager 455 CS 1000E/CS 1000M IP agents 486
and NSBR 455 CS 1000M TDM agents 486, 487

January 2008 Index
CS 2x00 82 engineering 491

CSL 544 requirements 496
traffic cost 544 DNs, sharing 501
CTI 65, 73, 352 documents in Contact Center 28
domain controller 406
domain forest 386
D duration, voice sessions 537
DVMRP 623
data extractions 359 DXM_SERVER_SHUTDOWN message 357
database 395
calculations 395
capacity 395
upgrading SWCP 4.0 172
E
database backups 359, 412 EBCs 481, 637
database expansion ELAN subnet 72, 221, 277, 288, 304, 307
and conversion 160 average utilization 358, 412
Database Integration Wizard 355 configuring 505
debugging 407, 408 connection to Enterprise IP network 529
dedication of voice ports 537 defining 509
default 552 external communications on 530
default ACD queue 17 impact, Symposium Voice Services on
default ACD-DN 512 CallPilot 540
Default Queue Management 17 link, checking 510
defining link, enabling 510
ELAN subnet 509 maximum utilization 524
routing table 507 OTM on 529
delay factor 526 problems 525
DFDN prompt 512 requirements 524
direct-connect modem, support over 580 traffic 524
disaster recovery 404 e-mail 551
disk compression utilities 209 attachments 61
disk partitioning e-mail attachment file locations 551
examples of 160 e-mail attachment folder locations 552
disk partitioning requirements default location 552
Communication Control Toolkit 280 e-mail attachments 396
Contact Center Manager Administration 241 e-mail body
Contact Center Manager Server 224 searching 552
Contact Center Multimedia 266 E-mail Manager 59
coresident server 291 e-mail server
Replication Server 333 configuration requirements 551
Distance Vector Multicast Routing Protocol 623 ports 394
distribution 66 scan interval 551
DIW 355 transactions 61
DMS 82 Embedded Local Area Network. See ELAN
architecture 92 subnet
DMS switch emergency license file 133

enabling the ELAN subnet link 510 generating reports 359

engineering Geographic Redundancy 395
Contact Center Manager Server 341 Geographic redundancy 422
coresident server 419, 437, 457 Get Response command 356
network 515 GigaSpaces Platform Infrastructure 65
Replication Server 364 Give Controlled Broadcast command 538
voice processing 535 Give IVR command 537
Enhanced switchover 421 Give_Treatment message 496
Enterprise IP network Give_Treatment(Music) message 497
connection to ELAN subnet 529 Give_Treatment(RAN) message 497
traffic 521, 523 Give_Treatment(Ringback) message 497
utilization 524 GOS 537
Equivalent Basic Calls 481, 637 Grade of Service 537, 642
Erlang 542 Graphical API 69
Erlang B 642 grounding, ACCESS link 542
Ethernet port, assigning an IP address for 506 GRTD 83
Ethernet switch 529
Event Browser 84
event logging 442
events, supported 563
H
Extended partition hardware
Replication Server 334 configuration and performance 407
extended partition configuring ELAN subnet 505
Contact Center - Multimedia 266 requirements 213
external requirements, Communication Control
events 499 Toolkit client 414
external communications on the ELAN requirements, Communication Control
subnet 530 Toolkit server 402
External Web server 61, 398 hardware platforms
transactions 61 Meridian Mail 542
Communication Control Toolkit 274
F coresident server 285
LinkPlexer 319
FAT 241 hardware requirements
feature licenses 127 Contact Center Manager Server 218
filtering router 529 Replication Server 329
firewall 414 hardware server requirements
front-end IVR 92, 483 Contact Center - Multimedia 254
Full API 68 hardware-RAID 404
functions supported by Graphical API 69 HDX 73, 355
functions, supported 563 application server 50
High availability servers 345
Communication Control Toolkit 279
G Contact Center - Multimedia 265
Contact Center Manager Administration 244
gateway server 507

January 2008 Index
Contact Center Manager Server 223, 309 activating 507

coresident server 290 assigning to the switch 506
historical reporting 15 validating 508
historical reports, limit of simultaneously IP multicast addresses, restrictions 621
generated 371 IP multicasting
host application 355 configuring two network interface cards
Host Data Exchange 50 for 630
Host Data Exchange. See HDX implementing for Contact Center -
Host Enhanced Routing 352 Manager 627
host-to-gateway configuration 583 overview 616
hot-swappable batteries 214 requirements 627
hybrid model 610 IPML 66, 86
ISDN 478
IVR 50
I messages 521
voice ports 537
IAPG 513 IVR messages 523
ICM 415, 492
ICM link 492
ICM messages 496
IGMP 623
J
IMH 61 Java API 61
impact Java Server Pages 62
Symposium Voice Services on CallPilot 540
inbound call models 610
inbound e-mail
scan interval 551
K
Inbound Message Handler 61 keycode
installation requirements for conversion to Release
order 100, 102 4.2 161
road map 102 Knowledge Worker 274, 415, 477
sequence 100, 102 Knowledge Worker environment
installation methods 442 architecture 76
installation order 442 network requirements 523
installing
language pack 254
Interactive Voice Response. See IVR L
inter-call interval 350
Internet Assigned Numbers Authority 622 language pack 254
Internet Engineering Task Force 622 LD 17 509
Internet Group Management Protocol 623 LD 23 512
Internet Information Service LD 48 510
IIS 227 license
Internet Telephony Gateway 86 Open Networking 128
invoke IDs 496 Open Queue 128
IP address Outbound 129
Report Creation Wizard 129

Standby Server 128 Time Between Calls 350

license file Media Application Server 206
corporate license file 126 memory
nodal license file 127 Object 411
license identifier requirements, Communication Control
CS 1000/Meridian 1 server 130 Toolkit 403
CS 2x00/DMS server 129 See also virtual memory
Mixed Corporate Node 131 Memory Object 358, 411
SIP server 130 memory tweaking utilities 209
License Manager 132, 218, 416 Meridian 1 82
licenses architecture 92
agents 127 supported releases 90, 91, 476
limits, product 587 Meridian 1 switch
LinkPlexer 95, 182, 416, 501 contact center architecture 40
anti-virus software 325 engineering 475
configuring 502 Meridian Link protocol 352
hardware requirements 319 Meridian Link Services 65
operating system 323 impact on Contact Center Manager Server
requirements 317 performance 410
third-party software 325 Meridian Link Services. See MLS
Lite API 68 Meridian Mail 50
location, physical location 404 and multiple servers on the switch 541
locations of e-mail attachments 551 platforms 542
logging 407, 448 software release 541
logoffs 359 See also Voice Services on Meridian Mail
logons 359 Meridian Voice Processing. See MVP
MHT 350, 542
Microsoft Excel 248
M Microsoft Internet Explorer 248
Microsoft SQL Server 2000 Desktop Engine 65
mailbox 61 Microsoft Updater 270
scan interval 551 Microsoft
MAS 206, 300, 301, 464, 465, 466, 468 updates 228, 248, 268, 281, 295, 313, 3
MAS application software 301 24, 336
MAS configuration 466 Microsoft Windows. See Windows
Master script, activating 359 migrating
maximum Classic Client data 140
call rate, Communication Server 1000/ migration
Meridian 1 switch 485 supported 139
call rate, DMS switch 496 migration planning 138
capacity 588 Migration Utility 60
utilization, ACCESS link 542 migrations
utilization, ELAN subnet 524 compared to upgrading 166
utilization, Nortel server subnet 522, 524 minimizing capacity requirements 411
Mean MIRAN 86
Holding Time 350 MLS 65, 73, 352

January 2008 Index
configuring the ELAN subnet link for 509

impact on Contact Center Manager Server
N
performance 410 NACD 478
in the DMS environment 92 NACD trunks 479
traffic 521 nbconfig utility and NCC 161
model NCC
busy Symposium customer 611 force synchronization on 161
call 609 using nbconfig utility on 161
hybrid 610 NCC server
inbound call 610 and coresidency 446
MVP 610 NCRTD data 373
simple 483 Network ACD. See NACD
SVP 484, 610 Network Address Translation 63
Symposium customer 611 network consolidated real-time display data 373
modem, support over direct-connect 580 Network Control Center server 49
modems 404 network engineering 515
MOSPF protocol 624 network interface cards
MSDE 2000 65 configuring for multicast routing 630
MSL-100 82 Network Loop Interface. See NLI link
MTBC 350 network requirements
multicast contact center environment 519
addresses 621 Knowledge Worker environment 523
data, sending and receiving 616 self-service environment 519
group 617 Network Skill-Based Routing 49, 89
host group 617, 620 Network Skills-Based Routing 148
host group, members of 621 network, configuring Contact Center
host group, permanent 620 Multimedia server 390
host group, transient 620 networked ACD 478
hosts 619 networking
protocols 623 requirements 389
routing methods 622 Windows 386
traffic 375 networking traffic 522, 523
multimedia contacts 61 new report statistics 17
multimedia storage capacity 20 NIC. See network interface cards
multiple application servers 372 NLI link 545
multiple domains 387 Nodal licensing 121
multiple languages non-ACCESS voice ports 537
and coresident servers 447 non-steady state 359, 412
multiple servers on a switch Nortel Networks Enterprise Configurator 480
and CallPilot 539 Nortel server
and Meridian Mail 541 subnet 72, 221, 238, 259, 269, 277, 288
music routes 495 , 304, 307, 358, 505
MVP 610 average utilization 412
impact of Contact Center Manager
Administration on 372
maximum utilization 522, 524

utilization 394 Outbound Message Handler 61

Nortel voice application servers 582 Outbound Predictive Dialing 352
NSBR 49 Overlay 17 509
NSBR and coresident server 455 Overlay 23 512
NTFS 241, 269 Overlay 48 510
number
agents 17
call variables supported 17
of active agents 351
P
of lines displayed, CPU impact on Contact package licenses 127
Center Manager Administration 376 pages per second 358, 411
of servers supported by a Communication paging file 403
Server 1000 switch 476 patches
of servers supported by a DMS switch 494 applying to coresident servers 447
skillsets per agent 17 pcAnywhere 232, 249, 270, 282, 296, 316
Performance Monitor 358, 411
phonesets
O call center 488
supported 488
OAM service 549 PIM protocol 624
ODBC 74 Platform Compliance Check
OMH 61 utility 233, 250, 298
Open Database Connectivity. See ODBC Platform Vendor Independent 215
Open Queue 62, 218, 415, 549, 556 platforms
Open Voice Session. See voice sessions Meridian Mail 542
Operating Service Packs 212 POP3 capable e-mail server 61
operating system port request rate 537
Communication Control Toolkit client 414 port requirements 392, 414
updates 211 portfolio rebranding 15
Operating system requirements post-call processing time 350
Communication Control Toolkit 281 prerequisites
Contact Center Manager upgrading SWCP 4.0 to CCMM 6.0 173
Administration 245, 312 Primary Contact Center Manager Server 434
coresident server 294 primary objects, Full API 68
LinkPlexer 323 Primary partition
Replication Server 336 Replication Server 334
operating system requirements primary partition
Contact Center Manager Server 226 Contact Center - Multimedia 266
operating systems requirements problems, ELAN subnet 525
Contact Center - Multimedia 268 processors, rated capacity 361
Optivity Telephony Manager 86 product compatibility 82, 84
Optivity Telephony Manager. See OTM product limits 587
OSPF protocol 624 product names 15
OTM programming languages 67
on the ELAN subnet 529 propagation delays 525, 526
Outbound Campaign Management Tool 59, 262 Protocol Independent Multicast 624

January 2008 Index
provider application 355 Remote Agent Observe 86

purging the database 396 Remote Desktop
Connection 104, 215, 232, 249, 266, 27
1, 282, 291, 296, 316, 334
Q remote support 579
VPN guidelines 582
queuing delays 525 remote support and coresident server 456
Replication Agent 425
Replication Server 49, 328, 364, 425
R anti-virus software 337
disk partitioning 333
RAID controller 223 engineering 419, 457
Communication Control Toolkit 278 hardware requirements 329
Contact Center - Multimedia 264 operating system 336
Contact Center Manager requirements 327
Administration 244, 308 third-party software 337
coresident server 290 Replication Server and coresident server 456
LinkPlexer 321 reporting
Replication Server 331 historical 15
RAM requirements, Communication Control improvements 17
Toolkit 403, 411 Manager Server enhancements 17
RAM requirements, Contact Center Manager real-time 16
Server 358 real-time, and IP multicast 617
RAN routes 495 reports
RAS 406, 580 generating 359
rate, port request 537 requirements
rated capacity for processors 361 ACCESS 538
Real-Time Data API. See RTD API ACD trunks 478
real-time displays Communication Control Toolkit 273
and IP multicast 617 Communication Control Toolkit client 414
minimum refresh rate on application Contact Center - Multimedia 253
server 371 Contact Center Manager
real-time reporting and IP multicast 617 Administration 235, 299, 369
real-time reports 16 Contact Center Manager Server 217
Real-Time Statistics Multicast. See RSM coresident servers 283
rebranding 15 DMS switch 496
redundancy 404 ELAN subnet 524
Redundant Array of Disks hardware 213, 218
RAID 213 hardware, coresident server 454
Redundant Server 395 keycode for Release 4.2 161
refresh rates NACD trunks 479
and CPU impact on Contact Center Manager network 515
Administration 376 operating system 203
minimum on application server 371 port 414
related documents 28 server 203
reliability, lack of 525 server for conversion 158
Remote Access Services 406, 580

software, coresident server 454 start order 88

Standby Server 327 server hardware requirements
Symposium Voice Services on CallPilot 539 Contact Center Manager
Third-party software 208 Administration 236, 302
time to upgrade server 174 server information for upgrades 172
voice ports 537 server requirements
Voice Services on Meridian Mail 541 upgrading 172
Resource Reservation Protocol 624 Server Utility 84
resources 407 administration 147
restoring overview 16
data on a coresident server 447 service packs 212
robustness, lack of 525 service provider 415
role of 465 service provider API 355
Route_Call message 496 services per call 348, 349, 350, 482, 611
router 72 Session object 68
routers, filtering 529 session sharing 501
routing methods settings
multicast 622 e-mail body text search 552
spanning tree 622 simple call model 483, 611
routing table, defining 507 Simple Network Management Protocol
RSM 74 SNMP 227
RSM multicast 372 sine wave 214
RSVP protocol 624 single-NIC 72, 505
RTD API 74 single-NIC card 57
Rules Engine 61 SIP 415
SIP Contact Center 301
skillsets
S per agent 17
SOAP Client 248
saving time during conversion 161 software
scan interval for inbound e-mail 551 configuring ELAN subnet 506
scripting software phones 352
improvements 16, 19 software-RAID 404
scripts solution type 407
activating 359 spanning tree routing method 622
validating 359 split tunneling 582
Secondary Contact Center Manager Server 434 Stable Queue 335, 425, 434
SEI 74 calculating size 435
self-service 274, 477 size 434, 435
self-service environment stable queues 434
architecture 78 Standby Server 49, 328, 420, 424
network requirements 519 Active Server 424
Send Info command 355 how it works 424
Send Request command 355 initialize 428
server requirements 327
naming requirements 207 Standby Server database 428

January 2008 Index
switchover 427 ACCESS traffic 538

switchover options 430 and multiple servers on switch 541
Transaction log 425 Symposium Web Center Portal
statistics upgrading database 172
License Manager 135
statistics in reports 17
steady state 358, 411
subnet 582
T
support TAPI 405
remote 579 migrate from 141
support limitations 466 TAPI Connector 64, 75
supported administration 144 TAPI files 405
supported migrations 139 TAPI Service Provider 64
supported phonesets 488 TAPI tsec.ini 405
Supported telephone switches 476 TCP ports 392
supported upgrade paths 165 TCP/IP 262
supported upgrades 139 technical support 215
SVP model 484, 610 telephone switch 89
SWCP engineering 555
See Symposium Web Center Portal types supported 555
switch Telephony Application Program Interface 63
assigning an IP address to 506 Telephony Application Program Interface. See
capacity, Communication Server 1000/ CCT
Meridian 1 switch 480 Telset 86
configuring 503 Terminal object 68
configuring CDNs on 511 TerminalConnection object 68
engineering 473 Third-party backup software
multiple servers and CallPilot 539 Contact Center - Multimedia 269
multiple servers and Meridian Mail 541 third-party backup software
switchover 427, 430 Contact Center Manager Server 230, 314
Sybase Replication Server 420 third-party components 65
Symposium Call Center Server Third-party software
compatibility with Contact Center Manager Contact Center Manager Server 230
Administration 167, 168 Replication Server 337
upgrades 139 Third-party software requirements
Symposium customer model 611 Communication Control Toolkit 282
Symposium Event Interface. See SEI Contact Center - Multimedia 269
Symposium Voice Processing. See SVP coresident server 296
Symposium Voice Services on CallPilot LinkPlexer 325
ACCESS traffic 538 third-party software requirements 208
and multiple servers on switch 539 Contact Center Manager
CPU impact 540 Administration 249, 314
ELAN subnet impact 540 time
Nortel server subnet impact 540 saving during conversion 161
requirements 539 time required
Symposium Voice Services on Meridian Mail upgrading server 174

timing 444 about 169

of upgrade scenarios 171 timing 171
TNs upgrades
configuring for Communication Control compared to migrations 166
Toolkit 555 server information 172
traffic upgrading
ELAN subnet 524 access classes and partitions 170
Enterprise IP network 523 planning 169
networking 523 prerequisites 173
transaction records 396 server requirements 172
transfers 407 supported paths 165
transport 64 SWCP 4.0 database information 172
trust relationships 387 UPS requirements 213
typical call 348 utility-class software 208
utilization
ACCESS link 543
U maximum ELAN subnet 524
maximum Nortel server subnet 522, 524
unicast
sending and IP multicast sending 617
traffic 375
Uninterruptible Power Supply 223, 309
V
Communication Control Toolkit 278 validating scripts 359
Contact Center - Multimedia 265 validating the IP address 508
Contact Center Manager Administration 244 versioning 67
coresident server 290 virtual memory
LinkPlexer 322 Communication Control Toolkit 411
Replication Server 332 Contact Center Manager Server 358
UPS 213 virtual memory, Communication Control
union break time 350 Toolkit 411
Universal Networking 218 virtual networks and IP multicasting 618
updates Virtual Private Network. See VPN
Microsoft 228, 248, 268, 281, 295, 313, 324, virus scanning 360, 412
336 Visual Studio .NET 2003 69
upgrade voice ports
from Symposium Contact Center Server 139 dedicating 537
options 178 non-ACCESS 537
paths 175 number required 537
requirements 176 voice processing, engineering 535
to Contact Center - Manager 137 Voice Prompt Editor 84
to Contact Center - Multimedia 172 Voice Services on Meridian Mail
to Contact Center Manager requirements 541
Administration 165 voice sessions 538
to Contact Center Manager Server 156 duration 537
upgrade planning 138 VPN 579
upgrade scenarios configurations 583

January 2008 Index
remote support guidelines 582

VPN Router 1100 582
VSID 509
VSID definitions 511
W
waiting calls 495
WAN
impact of Contact Center Manager
Administration on 372
warm standby 420, 428
Web Communications 60
Web services 61
Windows
configuring 389
Windows 2000 Advanced Server 323
Windows 2000 Professional 247
Windows 2000 Server 323
Windows 2000 Server Datacenter 226, 323
Windows 2000 Server Professional 323
Windows 2003 Enterprise 247
Windows 2003 Server
Datacenter 226, 245, 294, 312, 323, 33
6
Windows 2003 Server
Enterprise 226, 294, 323, 336
Windows 2003 Server
Standard 226, 268, 281, 323
Windows 2003 Server
Web 226, 245, 294, 312, 323, 336
Windows 2003
Standard 226, 245, 247, 281, 294, 312,
323
Windows Forms Controls 70
Windows XP Professional 247
X
X336 server 300, 301


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Contact Center Planning and Engineering Guide
Nortel Networks
Mervue Business Park
Galway, Ireland
Copyright © 2006–2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager 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.
Publication number: 297-2183-934

Product release: 6.0
Document release: Standard 11.12
Date: January 2008
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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Nortel Contact Center Manager

Product release 6.0 Standard 11.12 January 2008

Publication number: 297-2183-934

Copyright © 2006–2008 Nortel Networks. All Rights Reserved.

2 Contact center architecture 37

4 Install Contact Center 99

Planning and Engineering Guide v

6 Upgrade to Contact Center Manager 137

7 LinkPlexer general information 181

Part 2 Server and operating system requirements 203

8 General requirements 205

vi Contact Center Manager

9 Contact Center Manager Server 217

10 Contact Center Manager Administration 235

11 Contact Center Multimedia—Outbound, E-mail and Web

12 Communication Control Toolkit 273

Planning and Engineering Guide vii

14 SIP-enabled Contact Center 299

15 LinkPlexer 6.0 317

16 Replication Server (Standby Server) 327

Part 3 Engineer Contact Center components 339

17 Engineer Contact Center Manager Server 341

18 Engineer Contact Center Manager Administration 365

viii Contact Center Manager

Contact Center Manager Administration performance. . . . . . . . . . . . . . . . . 370

19 Engineer Contact Center Multimedia 379

20 Engineer Communication Control Toolkit 399

21 Engineer a replication server 419

22 Engineer a co-resident server 437

Planning and Engineering Guide ix

23 Engineer SIP 457

24 Engineer the telephony switch 473

25 Engineer the data network 515

26 Engineer the Communication Server 1000 voice

x Contact Center Manager

ACCESS requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538

27 Engineer Contact Center Manager for multimedia 547

28 Communication Control Toolkit supported functions and

Part 4 Remote support 577

29 Remote support with a VPN 579

Part 5 Appendixes 585

A Product limits 587

B SIP general information 595

C Telephone switch feature comparison 599

Planning and Engineering Guide xi

D Standard call models 609

E IP Multicast Networking 615

F Calculating Equivalent Basic Calls 637

G Telephony calculations 641

xii Contact Center Manager

Planning and Engineering Guide 13

New in this release

14 Contact Center Manager

Support for Windows Server 2003 Release 2

Contact Center portfolio rebranding

Classic Client not available

Updated Contact Manager Administration features

Planning and Engineering Guide 15

 Real-time Reporting—Display real-time skillset reports, include/exclude

Contact Center Server Utility

16 Contact Center Manager

Default ACD Queue Management

Real-time Reporting—Display real-time skillset reports, include/exclude

Additional network consolidated views are available for the Network

identify agents logged on within the Contact Center Management