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297-2183-924
Nortel Communication Control Toolkit
Planning and Engineering Guide
Product release 5.0
Standard 5.01
June 2007

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  • Page 1 297-2183-924 Nortel Communication Control Toolkit Planning and Engineering Guide Product release 5.0 Standard 5.01 June 2007...
  • Page 3 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.

  • Page 5: Revision History

    June 2006 May 2005 March 2005 Planning and Engineering Guide The Standard 5.01 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide is released. It contains updates for CRs and for Microsoft Vista. The Standard 5.0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide, Release 5.0, is released.
  • Page 6 Standard 5.01 Communication Control Toolkit...

  • Page 7: Table Of Contents

    Contents Getting started About this guide ..........10 Engineering Communication Control Toolkit .
  • Page 8 Contents Engineering the network Overview........... . . 86 Contact center and self-service environments .

  • Page 9: Getting Started

    C h a p t e r 1 Getting started In this chapter About this guide Engineering Communication Control Toolkit What’s new in Release 5.0? Product description Related documents Planning and Engineering Guide...

  • Page 10: About This Guide

    API that facilitates the integration of contact center, knowledge worker, and self-service solutions with your client applications. These client applications can be simple software phones, agent telephony toolbars with screen pops, intelligent call management applications, and so on.

  • Page 11: Who Should Read This Guide

    June 2007 Who should read this guide This guide is for Communication Control Toolkit system designers and technical support staff members. It is also intended to be used by administrators who are responsible for day-to-day management of Communication Control Toolkit. Planning and Engineering Guide Getting started...

  • Page 12: Engineering Communication Control Toolkit

    Getting started Engineering Communication Control Toolkit Engineering tasks When engineering Communication Control Toolkit, you must perform the tasks listed in the following checklist: Description Determine requirements for Communication Control Toolkit. See Chapter 3, “Engineering Communication Control Toolkit.” Determine switch requirements. See Chapter 4, “Engineering the switch.”...

  • Page 13: What's New In Release 5.0

    June 2007 What’s new in Release 5.0? The Communication Control Toolkit Release 5.0 is an evolution of Nortel’s Computer Telephony Integration (CTI) products, including IPML 2.1 TAPI 3.1 The Communication Control Toolkit incorporates the features of these products, plus the following new features.

  • Page 14: Product Description

    Getting started Product description Features The Communication Control Toolkit application program interface (API) is object oriented and is implemented as a set of .NET types and interfaces. It provides the following features: Unified client integration The Communication Control Toolkit is an integration toolkit for installed clients, browser-based clients, and server-to-server integrations.
  • Page 15 June 2007 Firewall traversal is achieved through the use of a single, bidirectional TCP socket connection between the Communication Control Toolkit client and server. Connections are initiated from client to server only, with any data required to be transmitted from the server back to the client (such as asynchronous event notifications) utilizing the existing connection already in place.
  • Page 16 Getting started Open switch connectivity Since it supports a variety of switch interfaces, Communication Control Toolkit can connect to a variety of switch types. The IPML Service Provider supports the following switch interfaces: Meridian Link Services (MLS) version 4.2 and greater IVR-ASAI on the Avaya G3, Release 6 IVR-GTS on the Genesys T-Server Release 10 The TAPI Service Provider supports the following interfaces:...
  • Page 17 This tool allows you to import workstations from the local domain. TAPI Connector TAPI Connector provides call control and monitoring to the Nortel legacy switching platforms. It converts Communication Control Toolkit requests to TAPI API calls, and TAPI events to Communication Control Toolkit events.
  • Page 18 Getting started Embedded LAN (ELAN) TCP/IP link. The TAPI Service Provider uses the proprietary Application Module Link (AML) protocol to communicate with the switch. Meridian Link Services (MLS)—(Meridian 1/Succession 1000) The Meridian Link Services protocol allows the TAPI Service Provider to connect to Symposium Call Center Server, which, in turn, connects to the switch.
  • Page 19 TAPI application can both control the same device; however, there are special design requirements for the TAPI application. (For more information, see the Nortel Symposium TAPI Service Provider Programmer’s Guide.) Device to user mapping Communication Control Toolkit allows you to limit the TAPI devices to which its users have access.
  • Page 20 Communication Control Toolkit is compatible with SAPphone* R/3, release 2.54, which is the soft phone interface to mySAP* customer relationship management (CRM) solutions. Note: If you use SAPphones for CRM functionality, Nortel recommends that you install the SAPphone server, release 3, on a separate server platform. CAUTION...
  • Page 21 June 2007 IPML interfaces Open switch connectivity is achieved by using the TLS component of IPML. This allows the Communication Control Toolkit server to function as an active server for client connections deployed on the following CTI links: Meridian Link Services (MLS)—(Meridian 1/Succession 1000) Meridian Link Services is a protocol that allows the IPML Service Provider to connect to Symposium Call Center Server, which in turn connects to the switch.
  • Page 22 Getting started MailBox Trunk Pseudo MonitorChannel SpecificDn AgentId SkillsetId AdminLine TerminalNumber Station These devices are modeled as Address objects. It is possible to determine the underlying device type from the AddressCapabilities of the Address object. Each address is associated with a single Terminal object. In the case of CDNs, which have no real terminal association, a virtual Terminal object is instantiated.

  • Page 23: Error Reporting

    To use SNMP, you must enable and configure it on the server. For detailed instructions, see the Installation and Maintenance Guide. Note: For the IPML Service Provider, PeriSNMP provides an SNMP link to the alarm log file. For more information, see the IPML Distributor Software Installation Guide. Performance monitoring The Windows Performance Monitoring tool (PerfMon.exe) provides access to...
  • Page 24 Getting started Communication Control Toolkit implements performance counters for items such as the following: Communication Control Toolkit client statistics (number connected, failed connection attempts, connections dropped, and so on) Contact Management Framework statistics (contacts queued, contacts handled, and so on) Agent Manager statistics (agents available, agents busy, and so on) Standard 5.01 Communication Control Toolkit...

  • Page 25: Related Documents

    This section lists the documents in which you can find additional information related to the Nortel Communication Control Toolkit. Nortel Communication Control Toolkit installation The following documents contain procedures for installing the Nortel Communication Control Toolkit hardware and software: If you need information about...
  • Page 26 Communication Control Toolkit: If you need information about developing applications using the API Communication Control Toolkit Online Help, Refer to Nortel Communication Control Toolkit Installation and Maintenance Guide Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 (Part number 213346.02)

  • Page 27: Communication Control Toolkit Architecture

    C h a p t e r 2 Communication Control Toolkit architecture In this chapter Architecture Components Communication Control Toolkit API application types Planning and Engineering Guide...

  • Page 28: Architecture

    Symposium Call Center Server over the Nortel server subnet. Through Symposium Call Center Server, it communicates with the switch. Optionally, the IPML Service Provider connects to an IVR server on the Nortel server subnet. The diagram on page 29 shows an overview of the architecture of Communication Control Toolkit in a contact center.
  • Page 29 June 2007 Internet Customer PSTN Telephone Customer Note: Solid lines show physical connections; dashed lines show logical connections. Telephony component The telephony component is made up of the phonesets and the switch. On the Succession 1000 switch, the telephony component is purely IP-based; on the Meridian 1 switch, it is a more traditional TDM-based solution.
  • Page 30 Interactive Voice Response (IVR) server (optional): An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. You can use Nortel IVR systems, such as the MPS 500 or MPS 1000, or third-party IVR systems.
  • Page 31 Note: In a knowledge worker environment, the Communication Control Toolkit server requires two 10/100BASE-T network Ethernet ports, one connecting to the ELAN subnet and the other connecting to the Nortel server subnet. The Nortel server subnet card should always be first in the binding order. Disable NetBios on the network interface card connected to the voice switch (ELAN subnet NIC);...
  • Page 32 In this environment, Communication Control Toolkit connects directly to the switch over the ELAN subnet. It connects to client PCs and application servers over the Nortel server subnet. The following diagram shows an overview of the architecture of Communication Control Toolkit in a knowledge worker...
  • Page 33 In this environment, Communication Control Toolkit and the IVR server connect to the switch through Symposium Call Center Server. Communication Control Toolkit connects to the IVR system over the Nortel server subnet. The following diagram shows an overview of the architecture of Communication Control...

  • Page 34: Components

    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. Client application...
  • Page 35 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 that have been initialized by TAPI.
  • Page 36 Communication Control Toolkit architecture 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)
  • Page 37 June 2007 The IPML Service Provider also supports the IVR-ASAI and IVR-GTS interfaces, which provide connectivity to the Avaya G3 and Genesys T-Server Release 10 switches, respectively. .NET framework Communication Control Toolkit provides a library of .NET types to be used in developing applications.
  • Page 38 Communication Control Toolkit architecture 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. This allows multiple generations of the Communication Control Toolkit client applications to execute simultaneously on a client.

  • Page 39: Communication Control Toolkit Api Application Types

    June 2007 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: Application type Windows UI applications...
  • Page 40 Communication Control Toolkit architecture communications devices and functionality that they have permission to access. Contact—The abstraction of a communication (for example, a phone call). A contact may have one or more connections. Terminal—A physical (or logical) endpoint, such as a telephone. It may be associated with one or more addresses.
  • Page 41 June 2007 Graphical API The Graphical API abstracts the Full API to a basic button-level of complexity for developers who do not want to 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.
  • Page 42 Communication Control Toolkit architecture Windows Forms Controls As developers design and modify the user interface of their solutions, they add, align, and position controls. Controls are objects that are contained within form objects. Each type of control has its own set of properties, methods, and events that make it suitable for a particular purpose.

  • Page 43: Engineering Communication Control Toolkit

    C h a p t e r 3 Engineering Communication Control Toolkit In this chapter Section A: Engineering the server Section B: Engineering the client Planning and Engineering Guide...
  • Page 44 Engineering Communication Control Toolkit Standard 5.01 Communication Control Toolkit...

  • Page 45: Section A: Engineering The Server

    June 2007 Section A: Engineering the server In this chapter Hardware requirements Operating system configuration requirements Capacity Guidelines to minimize capacity requirements Planning and Engineering Guide Engineering Communication Control Toolkit...

  • Page 46: Hardware Requirements

    This solution is referred to as Platform Vendor Independence (PVI). Platform Vendor Independence Communication Control Toolkit does not require Nortel-supplied hardware. It runs on any hardware platform with an Intel Pentium CPU...

  • Page 47: Memory Requirements

    This is because the installer requires a temporary directory on the C:\ drive from which to work. When you install the Nortel Communication Control Toolkit server, you must ensure that you have enough space allocated for the Nortel Communication Control Toolkit database.
  • Page 48 The paging file is not located 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...

  • Page 49: Server Location

    Nortel Packaged Services group compatibility testing via the Nortel Developer Program For information, refer to your Nortel representative or visit the Nortel developer program web site at http://www.nortel.com/developer Note: Communication Control Toolkit does not support Microsoft clustering because the software is currently not cluster-aware.

  • Page 50: Operating System Configuration Requirements

    Notes: If Remote Access Services is installed, the service must be in disabled state. Remote support with a directly connected modem is not possible. Nortel recommends a Remote Support VPN be implemented for Communication Control Toolkit (see Chapter 6, “Setting up remote support with a VPN”).

  • Page 51: Capacity

    June 2007 Capacity Factors affecting performance 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.

  • Page 52: Debugging Activities

    Engineering Communication Control Toolkit Debugging activities There are four main logging sections in Communication Control Toolkit 5.0: 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...
  • Page 53 June 2007 If the logging level is set to Critical Messages are output 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]) outputs to its own instance of the Communication Control Toolkit Logging Utility.
  • Page 54 Engineering Communication Control Toolkit You must provision your server for the use of the Communication Control Toolkit Logging Utility application at peak times, with all applications running, without exceeding the 70 percent CPU utilization guideline. Contact center capacity limits Call capacity 36 000 simple CPH with no call data to a maximum for 2000 agents or 24 000 CPH with call data attached to a maximum of 1600 agents Self service supports an additional 16 000 CPH running on the IVR lines...
  • Page 55 June 2007 Note: A basic call is defined as an incoming call that is answered by an agent, and then (when talk time is complete) released. MLS performance impact MLS is used in a contact center environment. It is an intelligent signaling link offering computer-telephony integration (CTI) applications access to Meridian 1/Succession 1000 call processing functions.

  • Page 56: Guidelines To Minimize Capacity Requirements

    Microsoft recommendations for physical RAM and virtual memory sizing. For more information, see “Memory requirements” on page 47. Nortel server subnet traffic: Average Nortel server subnet utilization must not exceed the limit specified on page 103 (for a contact center or self- service environment), or on page 93 (for a knowledge worker environment).
  • Page 57 A number of non-steady state processes can have a significant impact on 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.
  • Page 58 Engineering Communication Control Toolkit NCCT Server NCCT TAPI Connector Service (if installed) Nortel Networks MPS Manager (if installed) Nortel Networks RSH Daemon (if installed) Standard 5.01 Communication Control Toolkit...

  • Page 59: Section B: Engineering The Client

    June 2007 Section B: Engineering the client In this section Client requirements Planning and Engineering Guide Engineering Communication Control Toolkit...

  • Page 60: Client Requirements

    Engineering Communication Control Toolkit Client requirements It is the responsibility of the application developer to 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 PVI client running one of the following operating systems: Microsoft Windows 2000 Professional Microsoft Windows XP Professional...

  • Page 61: Engineering The Switch

    C h a p t e r 4 Engineering the switch In this chapter Section A: Engineering Meridian 1/Succession 1000 Section B: Configuring Meridian 1/Succession 1000 Planning and Engineering Guide...
  • Page 62 Engineering the switch Standard 5.01 Communication Control Toolkit...

  • Page 63: Section A: Engineering Meridian 1/Succession 1000

    June 2007 Section A: Engineering Meridian 1/ Succession 1000 In this section Meridian 1/Succession 1000 switch requirements Meridian 1/Succession 1000 switch capacity Supported phonesets Planning and Engineering Guide Engineering the switch...

  • Page 64: Meridian 1/Succession 1000 Switch Requirements

    These are the minimum releases of switch software required for Communication Control Toolkit 5.0. Some Communication Control Toolkit features require a more recent switch software version. To use the DTMF and UUI features, you need the following releases of switch software: X11 Release 26.07...
  • Page 65 June 2007 Applications Required applications The following table lists the applications that must be installed on a Succession switch in order to support Communication Control Toolkit in a contact center, knowledge worker, or self-service environment: Application (option) Integrated messaging (IMS) Command and status link (CSL) ISDN/AP for third parties (IAP 3P) Call ID...
  • Page 66 Engineering the switch Application (option) Primary rate access (PRA) Enhanced ACD routing (EAR) Customer controlled routing (CCR) Networked ACD The usage of Networked ACD (NACD) is transparent to Communication Control Toolkit. The call rates used in Communication Control Toolkit engineering are the total calls arriving to Communication Control Toolkit from the local switch, either directly or from Networked ACD.

  • Page 67: Meridian 1/Succession 1000 Switch Capacity

    June 2007 Meridian 1/Succession 1000 switch capacity The capacity of Communication Control Toolkit is a factor not only of Communication Control Toolkit itself but also of the physical capacity of the switch. The call throughput of Communication Control Toolkit depends on the following factors: rated capacity of the switch call complexity...
  • Page 68 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 AppendixC, “Standard call models”). You can calculate the EBC cost using the Meridian 1 Switch Capacity Spreadsheet, which is available on the PIC web site.
  • Page 69 CPP uses 193 percent of the processor capacity. In contrast, the Front-end IVR call model uses only 76 percent of the CPP for an equivalent call rate. Note: Nortel does not recommend CPU utilization greater than 100 percent. Planning and Engineering Guide Engineering the switch...

  • Page 70: Supported Phonesets

    Engineering the switch Supported phonesets Communication Control Toolkit monitors and controls the telephony activities of the following telephones that are registered on a supported switch: ATTENTION M2000 series digital telephones: M2009 M2018 M2317 Meridian modular telephones (MMT): M2006 M2008 M2216 M2616 M39xx telephones: M3901...
  • Page 71 June 2007 IP Phone 2001 IP Softphone 2050 Planning and Engineering Guide Engineering the switch...
  • Page 72 Engineering the switch Standard 5.01 Communication Control Toolkit...

  • Page 73: Section B: Configuring Meridian 1/Succession 1000

    June 2007 Section B: Configuring Meridian 1/ Succession 1000 In this section Overview Configuring the ELAN subnet (knowledge worker environment) Configuring CDNs Configuring TAPI phonesets Planning and Engineering Guide Engineering the switch...

  • Page 74: Overview

    The following checklist lists the tasks required to configure the switch for Communication Control Toolkit: Description Configure the ELAN hardware and software. See “Configuring the ELAN subnet (knowledge worker environment)” on page 75. Note: In a contact center environment, the ELAN is configured during installation and configuration of Symposium Call Center Server.

  • Page 75: Configuring The Elan Subnet (Knowledge Worker Environment)

    Ethernet port on the switch and port number 8888. The switch dynamically assigns the appropriate Nortel server subnet address for each application. Configuring the hardware You must connect the switch network port to the Nortel server subnet. Refer to the product documentation provided with your switch for instructions on hardware configuration.
  • Page 76 Engineering the switch Assign an IP address to the switch. Define a routing table. Define the Embedded LAN (ELAN) and a Value Added Server (VAS). Enable the ELAN link. Check the ELAN link. The latter three tasks associate the link (ELAN) with a VAS ID to allow message transmission.

  • Page 77: Defining A Routing Table

    June 2007 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. Defining a routing table The routing table supplies the switch with the IP addresses of a gateway server. This information allows the switch to send return messages to the gateway for forwarding to the requesting client.

  • Page 78: Recovery Procedure

    Engineering the switch OAM000 PRT ELNK ACTIVE ETHERNET: PRIMARY_IP 47.48.49.50 INACTIVE ETHERNET: SECONDARY_IP 47.48.49.51 > 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;...
  • Page 79 June 2007 Manually initialize the system to reestablish a connection to the primary IP address. Perform the validation procedure again to confirm that the Ethernet connection is fully functional. To define the ELAN subnet with LD 17 Use these prompts and responses in Overlay 17. Note: For prompts that are not specified in the following table, press Enter.
  • Page 80 Engineering the switch To enable the ELAN subnet link At the switch administration terminal, load LD 48. Type the command ENL ELAN 16. Checking the ELAN subnet with LD 48 Once you configure the VSID and power up Communication Control Toolkit, the ELAN link comes into service.

  • Page 81: Configuring Cdns

    June 2007 Configuring CDNs CDNs are specialized ACD-DNs or queues on the switch. Communication Control Toolkit can control CDNs that are not controlled by Symposium Call Center Server (only one application can control a CDN). However, Communication Control Toolkit can monitor CDNs controlled by other applications, such as Symposium Call Center Server.

  • Page 82: What Next

    Engineering the switch To 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. Prompt TYPE CUST RPRT DFDN CNTL What next? You must also configure the CDN in the TAPI Configuration Tool (see the Installation and Maintenance Guide).

  • Page 83: Configuring Tapi Phonesets

    June 2007 Configuring TAPI phonesets Guidelines Use Overlay 11 to configure phonesets for use with Communication Control Toolkit. Follow these guidelines: Set the AST value for the phoneset to the key to be monitored by TAPI and Communication Control Toolkit. For example, if the keys you choose to control are 00 and 03, set the values for 00 and 03.
  • Page 84 Engineering the switch Standard 5.01 Communication Control Toolkit...

  • Page 85: Engineering The Network

    C h a p t e r 5 Engineering the network In this chapter Overview Contact center and self-service environments Knowledge worker environment Network traffic Planning and Engineering Guide...

  • Page 86: Overview

    Ensure that telephony traffic is confined to the ELAN subnet and that data traffic is confined to one or more Nortel server subnets. The following sections describe how to isolate telephony traffic in contact center, knowledge worker, and self-service environments.

  • Page 87: Contact Center And Self-Service Environments

    In contact center and self-service environments, you use one 100BASE-T (or better) network Ethernet port to connect Communication Control Toolkit to the Nortel server subnet. The Nortel server subnet is an Ethernet link between the Communication Control Toolkit server and the client PCs.
  • Page 88 Nortel Server subnet (managed Ethernet switched network) Nortel server subnet traffic In a contact center environment, Communication Control Toolkit contributes the following elements to the Nortel server subnet traffic: MLS traffic client communication IVR messages call data networking messages between TAPI servers To calculate overall LAN requirements, add the bytes per second required for each of these message types.
  • Page 89 Center 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. Planning and Engineering Guide Engineering the network...
  • Page 90 Total utilization of the Nortel server subnet must not exceed 30 percent in a shared network environment. Communication Control Toolkit utilization of the Nortel server subnet can be as high as 9 percent for a system with 500 agents. Ensure that the Nortel server subnet has enough spare capacity to accommodate Communication Control Toolkit traffic, in addition to customer traffic.

  • Page 91: Knowledge Worker Environment

    100BASE-T port (or better) for the Nortel server subnet Network interface card binding order Configure the binding order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, and then the virtual adapters for remote access.

  • Page 92: Ivr Messages

    Gateway (managed Ethernet switched network) Nortel server subnet traffic In a knowledge worker environment, Communication Control Toolkit adds the following elements to the Nortel server subnet traffic: client communication IVR messages call data networking messages between TAPI servers To calculate overall LAN requirements, add the bytes per second required for each of these message types.
  • Page 93 Total utilization of the Nortel server subnet must not exceed 30 percent in a shared network environment. Communication Control Toolkit utilization of the Nortel server subnet can be as high as 9 percent for a system with 500 agents. Make sure that the Nortel server subnet has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to customer traffic.
  • Page 94 Engineering the network ELAN subnet traffic The ELAN subnet carries the following traffic: call processing AML traffic Maximum acceptable utilization The maximum acceptable utilization of the ELAN subnet depends on the amount of traffic on the LAN, the length of the cable, and the size of the messages.
  • Page 95 Bandwidth contention Under the normal supported ELAN subnet configuration, bandwidth contention on the ELAN subnet is engineered by Nortel and is not an issue. However, in an out-of-specification environment, one cannot take this for granted. The switch is sensitive to heavy ELAN subnet traffic. Heavy ELAN subnet...
  • Page 96 LAN is 5 Mbps instead of 10 Mbps. The following illustration shows the performance characteristics for Ethernet: Plan Nortel server subnet and ELAN subnet traffic so that the delay factor is never greater than 2. Use this illustration to determine the maximum allowable utilization given the distance between Communication Control Toolkit components.

  • Page 97: Other Problems

    Impact: Switch’s call handling operations and contact center outages. Slow messaging when NetBios is configured on the LAN The Nortel server subnet card should always be first in the binding order. NetBios should be disabled on the NIC connected to the voice switch (ELAN subnet NIC);...
  • Page 98 OTM is connected to the ELAN subnet: Use an Ethernet switch rather than a shared-media hub. If the ELAN subnet is connected to the Nortel server subnet, install a filtering router to protect the ELAN subnet. This is to protect the ELAN subnet from unintended traffic from the Nortel server subnet, which may, in turn, interrupt the operation of the switch.
  • Page 99 Nortel server subnet. However, depending on the features used, the networked switch configuration, the data network layout, and so on, there may be situations where the ELAN subnet must be connected to the Nortel server subnet. In such situations, you follow the OTM’s strict guidelines for filtering and routing.

  • Page 100: Network Traffic

    Network traffic Communication Control Toolkit 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.
  • Page 101 June 2007 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 100: Item Client...
  • Page 102 Engineering the network Note: 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...
  • Page 103 June 2007 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 Communication Control Toolkit server, and that you are receiving the minimum number of requests from the Communication Control Toolkit server.
  • Page 104 Engineering the network Standard 5.01 Communication Control Toolkit...

  • Page 105: Setting Up Remote Support With A Vpn

    C h a p t e r 6 Setting up remote support with a VPN In this chapter Overview Guidelines for the Remote Support VPN at the customer’s premises VPN configurations Planning and Engineering Guide...

  • Page 106: Overview

    Virtual Private Network (VPN). While many VPN technologies and configurations are available, for the purpose of remote support of Enterprise voice equipment, Nortel is prepared to support a standard with a technology based on the Contivity 1100 (as a minimum) in a particular host-to- gateway configuration.

  • Page 107: Pcanywhere Guidelines

    Symantec Corporation. Nortel has tested the performance of pcAnywhere, Release 10.5, 11.01 and 11.5 with Communication Control Toolkit 5.0. The test results indicate that pcAnywhere can be used to connect to the Communication Control...

  • Page 108: Guidelines For The Remote Support Vpn At The Customer's Premises

    Install, at a minimum, Nortel’s Contivity 1100, version 4.8 or later, with the modem option. Configure the modem as a user tunnel to listen on the PSTN.

  • Page 109: Vpn Configurations

    They are accessible from any location, even through an analog line, but are still protected by the VPN. They provide a flexible design that can be extended to non-Nortel products, and that can accommodate customer-specific network requirements. The VPN equipment is local to the equipment it serves, resulting in network and management simplicity, while allowing for central security authentication management.
  • Page 110 Setting up remote support with a VPN Host-to-Host Gateway-to-Gateway Contivity 1100 Host-to-Gateway Illustrations The following illustrations show the recommended VPN configurations. The illustration on page 111 shows a VPN in a non-Voice Over IP (VoIP) environment. In this illustration, the ELAN is isolated. The illustration on page 112 shows a VPN in a VoIP environment with the ELAN connected to the customer’s network.
  • Page 111 June 2007 Setting up remote support with a VPN Planning and Engineering Guide...
  • Page 112 Setting up remote support with a VPN Standard 5.01 Communication Control Toolkit...

  • Page 113: Supported Migration Paths

    A p p e n d i x A Supported migration paths In this appendix Supported migration paths to Communication Control Toolkit 5.0 Planning and Engineering Guide...

  • Page 114: Supported Migration Paths To Communication Control Toolkit 5.0

    Symposium Agent. If you are installing Communication Control Toolkit 5.0, leave the TAPI 3.0 and Symposium Agent on your current server, install Communication Control Tookit 5.0 software on a new server, and configure the Symposium Agent server to work with the new server.
  • Page 115 Communication Control Toolkit does not support coresidency with Symposium Call Center Server. IPML 2.1 stand-alone Ensure that the server meets the hardware and software requirements for Communication Control Toolkit 5.0. Install Communication Control Toolkit 5.0 with IPML following the procedure in the Installation and Maintenance Guide.
  • Page 116 Supported migration paths Standard 5.01 Communication Control Toolkit...

  • Page 117: Supported Functions And Events

    A p p e n d i x B Supported functions and events In this appendix Supported features Supported events Planning and Engineering Guide...

  • Page 118: Supported Features

    Supported functions and events Supported features Feature Call control features Make Call Dial Hold Current Call Unhold Call Drop Current Call (Release) Blind Transfer Call Initiate Managed Transfer Yes Complete Transfer Initiate Conference Call TAPI Service Provider Yes (only on consult leg) Yes (For internal switch call only.
  • Page 119 June 2007 Feature Complete Conference Call Yes. (Multiple conferences Call Forward Cancel Call Forward Join Conference Deflect Calls Get Status Get Call Capabilities Reconnect Get Data Delete Data Append Data Add Data Observer Remove Data Observer Make Set Busy Planning and Engineering Guide TAPI Service Provider on same call are not consistent).
  • Page 120 Supported functions and events Feature Reserved Function Get/Set UUI Send DTMF (for example, credit card number to IVR) Mute / Unmute Consult Park/Unpark Message Waiting Indicator No HER (Host Enhanced Routing) Answer Contact center features Agent LogIn Agent Logout Set Ready Set Not Ready ACD Set Activity Code ACD Set Not Ready/...
  • Page 121 June 2007 Feature Agent Whisper Monitor (Observe) / Record Call Set Call treatment Barge In Call Supervisor Make Emergency call Answer Emergency call Redirect to another skillset Yes (redirect at Routepoint) Return a call to the queue skillset that it came from Redirect / Route a call to another queue / skillset (effectively a blind...

  • Page 122: Supported Events

    Supported functions and events Supported events Event Ringing Dialtone Busy Offering Ringback Inbound Connected Outbound Connected Connected Disconnected Held Unheld OnHold Pending Conference Onhold Pending Transfer Transferred Conference Initiated Transfer Initiated Conference Shutdown Device Forward TAPI Service Provider Partial (use Reason Code) Partial (use Reason Code) Standard 5.01 IPML Service Provider...
  • Page 123 June 2007 Event Status Change Notice Message Waiting Notice No Message Waiting View call structures Get Agent State Get Version Agent Logged out Agent Logged in Agent Ready Agent Not Ready Agent Busy Agent Work Ready Reserved Activity Code entered WalkAway activated WalkAway return Emergency invoked...
  • Page 124 Supported functions and events Standard 5.01 Communication Control Toolkit...

  • Page 125: Standard Call Models

    A p p e n d i x C Standard call models In this appendix Inbound call models Planning and Engineering Guide...

  • Page 126: Inbound Call Models

    Standard call models Inbound call models For the purposes of Communication Control Toolkit performance evaluation, the following typical local inbound call models are defined. These models apply to calls that originate on the local node. Symposium Voice Processing (SVP) This call model assumes that the average call uses the following services: basic call queuing to two skillsets voice services controlled by Communication Control Toolkit (Give...
  • Page 127 June 2007 Number and types of services per call The following table shows the average number and types of services assumed for calls in each model: Parameter Basic Call Average number of skillset queues entered per inbound call Average number of agent queues entered per inbound call Average number of controlled broadcasts in Start/Stop mode per inbound call.
  • Page 128 Standard call models Parameter Average number of If Then Else treatments per inbound call Proportion of inbound calls that are transferred to another agent or DN Proportion of inbound calls that are conferenced with another agent or supervisor Proportion of conferenced calls completed by an MLS application (such as Symposium Agent) External IVR system connected to the DMS system Average number of screen pops per inbound call...
  • Page 129 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.
  • Page 130 Standard 5.01 active server In a system with a Replication server, the server that is providing call processing and administration services. See also Replication server, standby server. activated script A script that is processing calls or is ready to process calls. activity code A number that an agent enters on his or her phoneset during a call.
  • Page 131 An internal protocol used by Symposium Call Center 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.
  • Page 132 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. Automatic call distribution directory number A DN associated with an ACD group.
  • Page 133 June 2007 call presentation class A collection of preferences that determines how calls are presented to an agent.call priority A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first.
  • Page 134 Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A Nortel product that integrates a telephone on a user’s desktop with client- and server-based applications. Contivity VPN Switch...
  • Page 135 June 2007 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 that is 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 his or her phoneset.
  • Page 136 display threshold A threshold used in real-time displays to highlight a value below or above the normal range. See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. dynamic link library A library of executable functions or data that can be used by a Windows application.
  • Page 137 June 2007 event 1. An occurrence or action on Symposium Call Center Server, 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.
  • Page 138 Incalls key The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented. Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol to route messages based on the IP address of the destination. The format of an IP address is a 32-bit numeric address written as four values separated by periods.
  • Page 139 Each managed node maintains one or more variables (objects) that describe its state. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by identifying Nortel/Meridian/Symposium Call Center Server nodes within the network identifying significant events (SNMP traps), such as alarms reporting...
  • Page 140 Original equipment manufacturer See object linking and embedding. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Optivity Telephony Manager A Nortel application used for switch management. It provides management simplicity and flexible control. Standard 5.01 Communication Control Toolkit...
  • Page 141 Pegging thresholds are used in reports. See Performance Enhancement Package. Performance Enhancement Package A Symposium Call Center Server 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.
  • Page 142 Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. primary script A script that is 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,script, secondary script.
  • Page 143 June 2007 Replication server A server that backs up the Active server to the Standby server in real time. See also active server, standby server. 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.
  • Page 144 SNMP management process called an SNMP Agent management stations, which are computers running special network management software that interact with the Agents for status Standard 5.01 Communication Control Toolkit...
  • Page 145 June 2007 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) site A system using Symposium Call Center Server that can be accessed using SMI. skillset A group of capabilities or knowledge required to answer a specific type of call.
  • Page 146 Standard 5.01 SWCP See Symposium Web Center Portal. switch The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource.
  • Page 147 The Symposium Web Client software is installed on an application server. See also application server. system-defined script The Master_Script. can be customized or deactivated by a user, but cannot be deleted.
  • Page 148 Standard 5.01 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 Multiplexing A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
  • Page 149 June 2007 user-created script A script that is created by an authorized user on the Symposium Call Center Server system. Primary and secondary scripts are user-created scripts. user-defined script A script that is modified by an authorized user on the Symposium Call Center Server system.
  • Page 150 Standard 5.01 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 Symposium Call Center Server.

  • Page 151: Index

    Index Symbols .NET Framework class library programming languages types access rights ACD position ID ACD-DNs default activating the IP address active directory data, importing Address object addresses administration Agent Manager statistics Agent object AgentTerminalSession object configuring ELAN for Communication Control Toolkit distribution Full Graphical...
  • Page 152 Index committed bytes Common Language Runtime Communication Control Toolkit client client, requirements hardware platforms server server, requirements communication ports components, third-party Computer Telephony Integration. See CTI conferencing configuration configurations, VPN configuring CDNs on the switch Contivity devices TAPI phonesets connection object contact center environment architecture network requirements...
  • Page 153 June 2007 client network server switch Equivalent Basic Calls error log error reporting Ethernet port, assigning an IP address for Ethernet switch events, supported external communications on the ELAN features, Release 5.0 filtering router firewall ftp traffic Full API functions supported by Graphical API functions, supported gateway server GigaSpaces Platform Infrastructure...
  • Page 154 ACD networking traffic non-steady state Nortel voice application servers open switch connectivity operating system Communication Control Toolkit client Communication Control Toolkit server Option 11C Option 11C Mini Option 51C...
  • Page 155 Agent Manager Contact Management Framework CTI client steady state structuring of call data subnet dedicated Nortel Server Succession 1000 switch configuring Succession 1000M switch. See Succession 1000 switch Succession releases support, remote SVP model SWCP. See Symposium Web Center Portal...
  • Page 156 Index configuring CDNs on connectivity, open engineering interface with requirements software versions supported Symposium Agent, coresidency with Symposium Call Center Server performance impact of MLS Symposium Web Center Portal coresidency with TAPI phonesets, configuring TAPI Service Provider 3.0, migration from...

  • Page 157: Chapter,

    _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business Park, Galway, Ireland. Reader Response Form Nortel Communication Control Toolkit Product release 5.0...
  • Page 160 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.

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