Page 1 297-2183-929 Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide Product release 6.0 Standard 7.16 October 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 4 APACHE is a trademark of Apache Micro Peripherals, Inc. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. InterSystems Caché is a trademark of InterSystems Corporation. NOVELL is a trademark of Novell, Inc.
Page 5: Table Of Contents
Overview........... . . 24 About Contact Center Multimedia/Outbound......26 New features .
Page 6 Overview........... . 242 Prerequisites for installing the Web server software ....243 Contact Center Multimedia/Outbound...
Page 7 October 2007 Install the Web server software ........245 Configure your Web server.
Page 8 Step 48. Configure the administrators ......508 Step 49. Configure hotdesking (optional) ......510 viii Contact Center Multimedia/Outbound...
Page 9 October 2007 Step 50. Start the client applications ......514 Upgrading licenses in your current installation Overview.
Page 10 Overview........... . 654 Section A: Source server requirements Step 1. Back up your Contact Center Multimedia database ... . 658 Section B: Preinstallation Step 2.
Page 11 October 2007 Step 24. Create supervisors and agents ......763 Step 25. Create route points ........766 Step 26.
Page 12 Overview........... 1010 Step 1. Ensure users are disconnected ......1012 Contact Center Multimedia/Outbound...
Page 13 October 2007 Step 2. Stop and disable Multimedia services on Server B ... . 1013 Step 3. Backup Server B ........1017 Step 4.
Page 14 Maintain the Multimedia server ....... . . 1205 Configure the destination location for a backup..... 1206 Contact Center Multimedia/Outbound...
Page 15 Check server events for suspicious activity ......1264 Activate the Nortel Contact Center Security Template ....1265 Use the Windows Server 2003 Security Configuration Wizard .
Page 16 Operating system events ........1340 Contact Center Multimedia events ....... 1341...
Page 17 Change the Contact Center Multimedia server name ....1528 Change the Contact Center Multimedia IP address ....1540 Change the Contact Center Multimedia Standby server name .
Page 18 Standard 7.16 xviii Contact Center Multimedia/Outbound...
Page 19: Getting Started
C h a p t e r 1 Getting started In this chapter New in this release Overview About Contact Center Multimedia/Outbound New features How to use this guide Skills you need Related documents How to get help Installation and Maintenance Guide...
Page 20: New In This Release
“Contact Center Multimedia database” on page 23 Licensing updates for CCMM Contact Center Multimedia has a licensing grace period that is used to resolve licensing issues. Information about resetting the grace period, and errors to determine the amount of grace period time remaining are documented in the following sections: “Licensing grace period”...
Page 21 Section C:“Restoring CCMM servers to original configuration” on page 1009 Installation and configuration improvements The installation and configuration of the Contact Center Multimedia and Outbound server is easier to follow and simpler. The Multimedia database and other components are silently installed. The installation and configuration information affects the following chapters: “Installing the Multimedia/Outbound server”...
Page 22 Information about the Contact Center Agent Desktop is found in the following sections: “Starting the Contact Center Agent Desktop” on page 236 “Configuring the Contact Center Agent Desktop” on page 1173 “Troubleshoot the Contact Center Agent Desktop” on page 1317 Contact Center Multimedia/Outbound...
Page 23: Other Changes
“Feature licensing” on page 1367 Contact Center Multimedia database The Contact Center Multimedia database stored the contact information. The Open Queue on Contact Center Manager Server manages contacts and routes them according to the properties of the contact. Information about the Contact Center Multimedia database appears in the following sections: Step 17.
Page 24: Overview
Multimedia/Outbound Release 6.0 install and configure the Contact Center Multimedia/Outbound software install service update (SU) packs and service update supplements (SUS) upgrade Symposium Web Center Portal 4.0 to Contact Center Multimedia/ Outbound 6.0 migrate Contact Center Multimedia/Outbound 6.0 from one server to...
Page 25 October 2007 Getting started Who should read this guide This guide is intended for: Nortel installers and distributors who are responsible for installing and maintaining the Contact Center Multimedia/Outbound server administrators who are responsible for monitoring and maintaining the server...
Page 26: About Contact Center Multimedia/Outbound
Getting started Standard 7.16 About Contact Center Multimedia/Outbound Contact Center Multimedia/Outbound is part of the Nortel Contact Center portfolio. Contact Center Multimedia/Outbound provides a inbound and outbound voice and e-mail features for the Contact Center. ATTENTION Contact Center Multimedia/Outbound networking is not supported in Release 6.0.
Page 27 5000 calls in the call list. Note: You can queue up to 100 000 outbound contacts, but only 30 000 contacts can be queued using the Open Queue mechanism. Nortel recommends that you avoid exceeding 30 000 queued contacts.
Page 28 Multimedia database in Caché. Standby server: The Standby server is a warm standby server you can install to mimic the Contact Center Multimedia/Outbound server. The Standby server is available to use in case of failure of the primary server. Contact Center Multimedia/Outbound...
Page 29 October 2007 Getting started The following diagram provides an overview of Contact Center Multimedia/ Outbound with Contact Center Manager Server for Release 6.0. Customer Installation and Maintenance Guide...
Page 30 Getting started Standard 7.16 Licensing Contact Center Multimedia/Outbound is licensed with features in the License Manager, installed on Contact Center Manager Server, or on the coresident Contact Center Manager Server. The License Manager contains the following options: Agent capabilities are licensed as inbound voice, outbound voice, e-mail and Web communications.
Page 31: Network Components
Contact Center Manager Administration to route contacts. The Contact Center Manager server resides on the Nortel subnet and handles the routing and reporting of contacts in the Contact Center.
Page 32 Getting started Standard 7.16 security file CCMM_Security_Profile.msi Contact Center portfolio The following diagram shows the interaction within a contact center of all of the components. Contact Center Multimedia/Outbound...
Page 33 October 2007 Getting started Customer VGMC VGMC VGMC Installation and Maintenance Guide...
Page 34: New Features
Settings tab. You can use this window to review and, if necessary, modify the outbound contact data. Develop and review agent call scripts. Monitor the status of all campaigns, modify or cancel campaigns, or resubmit or cancel any call within a campaign. Contact Center Multimedia/Outbound...
Page 35 (voice only) enter activity codes enter Not Ready reason codes get Help for the application Server operating system Contact Center Multimedia/Outbound is supported on Windows Server 2003 Enterprise Edition and Windows Server 2003 Standard Edition. Installation and Maintenance Guide...
Page 36 1 000 000 contacts in a database that is saved on a 20 GB disk. Communication Control Toolkit server updates The Nortel Communication Control Toolkit server in Release 6.0 replaces the Telephone Application Programming Interface (TAPI) server. The Communication Control Toolkit provides telephony control and contact delivery to the Contact Center Agent Desktop.
Page 37 October 2007 Getting started Configure route points and timers for Web communication and text chat Backup and restore the Caché database. Archive and restore the Caché database. Other functions have been moved to other applications and utilities within the Contact Center portfolio in this release: Reports are run using Contact Center Manager Administration.
Page 38: How To Use This Guide
Web server.” Upgrade your Symposium Web Center Chapter 5, “Upgrading from SWCP Portal server release 4.0 to Contact Release 4.0.” Center Multimedia/Outbound Upgrade your licenses in Contact Chapter 6, “Upgrading licenses in your Center Multimedia/Outbound current installation.” Contact Center Multimedia/Outbound...
Page 39 October 2007 Getting started If you want to do this Start here Migrate Contact Center Multimedia/ Chapter 7, “Migrating Contact Center Outbound version 6.0 to another server 6.0 to a new server.” Create a warm standby installation of Chapter 8, “Installing the Standby your Multimedia database server.”...
Page 40: Skills You Need
Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges partitioning server hard drives and booting servers from CD or disk Internet Protocols (IP) performance management troubleshooting Contact Center Multimedia/Outbound...
Page 41: Related Documents
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’s 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)
Page 42 Getting started Standard 7.16 For information about Refer to NTP number 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...
Page 43: How To Get Help
The Nortel page for Contact Center documentation located at http://www.nortel.com/documentation. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
Page 44 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.
Page 45: Installing The Contact Center Multimedia/Outbound Server Software
p a r t 1 Installing the Contact Center Multimedia/Outbound server software Installation and Maintenance Guide...
Page 46 Standard 7.16 Contact Center Multimedia/Outbound...
Page 47: Installing The Multimedia/Outbound Server
C h a p t e r 2 Installing the Multimedia/Outbound server In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Postinstallation Section D: Client configuration Section E: External component configuration Section F: Contact Center Manager server configuration Section G: CCMA server configuration Section H: CCT server configuration Section I: Contact type configuration...
Page 48: Overview
Chapter 7, “Migrating Contact Center 6.0 to a new server.” Possible alternative installations The Contact Center Multimedia/Outbound software includes the Contact Center Agent Desktop application. If you are not licensed for Multimedia or Outbound contacts, you can install the Contact Center Agent Desktop application on your Communication Control Toolkit Server.
Page 49 Contact Center Multimedia/Outbound 6.0 and configure contact types. 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 this guide on Helmsman (www.nortel.com/helmsman).
Page 50 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 Contact Center Multimedia/Outbound...
Page 51: Section A: Preinstallation
October 2007 Installing the Multimedia/Outbound server Section A: Preinstallation In this section Step 1. Review the preinstallation instructions Step 2. Read the relevant documentation and check for updates Step 3. Install your remote support access tool Installation and Maintenance Guide...
Page 52: Step 1. Review The Preinstallation Instructions
Installing the Multimedia/Outbound server Standard 7.16 Step 1. Review the preinstallation instructions Before you perform a new installation of the Contact Center Multimedia software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.
Page 53: Step 2. Read The Relevant Documentation And Check For Updates
Installing the Multimedia/Outbound server Step 2. Read the relevant documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following: updated customer documentation and distributor technical references...
Page 54: Step 3. Install Your Remote Support Access Tool
Standard 7.16 Step 3. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required.
Page 55 For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere. To install pcAnywhere Log on to the Contact Center Multimedia/Outbound server as the local administrator. Insert the Nortel Contact Center DVD into the server.
Page 56 Result: The Ready to Install the Program window appears. Click Install. Result: The installation program installs the software. After it is finished, the LiveUpdate window appears. Click Next. Result: The installation program installs any updates. Click Finish after the updates are installed. Contact Center Multimedia/Outbound...
Page 57 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 58 Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm. On the pcAnywhere manager (left side), select the Hosts option. Contact Center Multimedia/Outbound...
Page 59 October 2007 Installing the Multimedia/Outbound server On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method dialog box appears. Select I want to use cable modem/DSL/LAN/dial-up Internet ISP. Click Next. Result: The Connection Wizard - Authentication Type dialog box appears. Select I want to set up a user name and password to create a new type of authentication.
Page 60 NGenDist. In the Password box, type the password for the caller account. In the Enter the password again box, type the same password again. Contact Center Multimedia/Outbound...
Page 61 October 2007 Installing the Multimedia/Outbound server Click Next. Result: The Connection Wizard - Summary dialog box appears. Review the summary. Click Finish. Result: The Hosts dialog box reappears with the new account selected. Type a custom name for this account to identify it in the list of caller accounts.
Page 62 Installing the Multimedia/Outbound server Standard 7.16 Right-click the account name, and click Properties. Result: The Host Properties: <account name> dialog box appears. Contact Center Multimedia/Outbound...
Page 63 October 2007 Installing the Multimedia/Outbound server Click the Settings tab. Select Launch with Windows and Run minimized. Click the Callers tab. Installation and Maintenance Guide...
Page 64 Result: The Caller Properties dialog box appears. Click the Privileges tab. Click Superuser. Click OK to save your changes and close the Caller Properties dialog box. Result: The Host Properties dialog box reappears with the account now listed according to the IDs. Contact Center Multimedia/Outbound...
Page 65 October 2007 Installing the Multimedia/Outbound server Click the Security Options tab. Under Session options, ensure the Session options are set to Host and Remote. Under Login options, ensure Limit login attempts per call and Limit time to complete login are selected and set to 3. Installation and Maintenance Guide...
Page 66 If you forget the password, you cannot change any settings. Click OK to save all pcAnywhere host settings. Optionally, repeat steps 2 to 30 to create another caller account of your choice. Close the Symantec pcAnywhere window. Contact Center Multimedia/Outbound...
Page 67 October 2007 Installing the Multimedia/Outbound server Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure.
Page 68 For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com. What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 4. “Install the Multimedia/Outbound server software” on page 70.
Page 69: Section B: Installation
October 2007 Installing the Multimedia/Outbound server Section B: Installation In this section Step 4. Install the Multimedia/Outbound server software Step 5. Install the Multimedia/Outbound service updates Installation and Maintenance Guide...
Page 70: Step 4. Install The Multimedia/Outbound Server Software
Java Runtime Environment - Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions. Microsoft .NET Framework - Version 1.1 with .NET service pack 1 If this software is not already installed, it is installed automatically.
Page 71 October 2007 Installing the Multimedia/Outbound server Installing the Multimedia/Outbound server Insert the Nortel Contact Center DVD into the DVD drive. Select Contact Center Multimedia/Outbound. Click Install. Installation and Maintenance Guide...
Page 72 Installing the Multimedia/Outbound server Standard 7.16 If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation. Result: The Welcome dialog box appears.
Page 73 October 2007 Installing the Multimedia/Outbound server Click Next. Result: The License Agreement dialog box appears. Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type dialog box appears. Select CCMM Server, and then click Next. Select the CCMM Server to install the following components: Installation and Maintenance Guide...
Page 74 Installing the Multimedia/Outbound server Standard 7.16 Contact Center Multimedia (CCMM) database Contact Center Multimedia (CCMM) services and utilities Contact Center Multimedia (CCMM) Database Migration utility Contact Center Agent Desktop client Contact Center Outbound Campaign Manager Tool client Tip: For information about installing the Agent Desktop telephony toolbar...
Page 75 October 2007 Installing the Multimedia/Outbound server Select Primary Server to install the production server, and then click Next. Tip: The Redundancy server is a warm standby server used for quick recovery if the primary server fails. For more information about installing the Redundancy server, see Chapter 8, “Installing the Standby server.”...
Page 76 Multimedia server database, and then click Next. Nortel recommends that you: Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F. Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.
Page 77 October 2007 Installing the Multimedia/Outbound server Ensure you have a minimum of 20 GB of disk space for the Multimedia database. The recommended disk space handles 1 000 000 contacts. After you select a drive, you can click Space to verify the amount of disk space on the selected drive.
Page 78 Installing the Multimedia/Outbound server Standard 7.16 Review the information about the Installation Summary, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed dialog box appears. Click Finish. When you are prompted, click Yes to restart the server.
Page 79: Step 5. Install The Multimedia/Outbound Service Updates
(SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
Page 80 Installing the Multimedia/Outbound server Standard 7.16 Contact Center Multimedia/Outbound...
Page 81: Section C: Postinstallation
October 2007 Installing the Multimedia/Outbound server Section C: Postinstallation In this section Step 6. Provide local users with the Log on as a service right Step 7. Configure the shared inbound and outbound attachment folders Step 8. Configure Internet Information Services Step 9.
Page 82: Step 6. Provide Local Users With The Log On As A Service Right
Standard 7.16 Step 6. Provide local users with the Log on as a service right To access Contact Center Multimedia software, you must configure two user types. These user types are: CCMMOPSUSR—The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder.
Page 83 October 2007 Installing the Multimedia/Outbound server Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane. Double-click Log on as a service. Result: The Log on as a service Properties dialog box appears. Click Add User or Group.
Page 84 Installing the Multimedia/Outbound server Standard 7.16 In the Locations dialog box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 85 October 2007 Installing the Multimedia/Outbound server Click Users. Right-click CCMMOPSUSR, and then click Properties. Installation and Maintenance Guide...
Page 86 Installing the Multimedia/Outbound server Standard 7.16 On the General tab, select the check box Password Never Expires. Click OK. Contact Center Multimedia/Outbound...
Page 87: Step 7. Configure The Shared Inbound And Outbound Attachment Folders
October 2007 Installing the Multimedia/Outbound server Step 7. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 9. “Verify the Multimedia database installation” on page 109.
Page 88 Setting up the inbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Inbound.
Page 89 Result: The Permissions for inboundattachment dialog box appears. Click Add. Click Locations. In the Locations dialog box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR.
Page 90 Result: The Permissions for inboundattachment dialog box appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Contact Center Multimedia/Outbound...
Page 91 October 2007 Installing the Multimedia/Outbound server Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Click OK. Select the Internet Guest Account (IUSR_<Servername> account). Allow Full Control permissions for the Internet Guest Account.
Page 92 Result: The permissions for the inboundattachment window appears and the user is added to the list of users. Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. Contact Center Multimedia/Outbound...
Page 93 October 2007 Installing the Multimedia/Outbound server On the Inbound Properties dialog box, click Security. Click Add to add a new user. Click Locations. In the Locations dialog box, select the Multimedia server name from the list. Click OK to close the Locations box. In the Enter the object names to select box, type CCMMOPSUSR.
Page 94 Setting up the outbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Outbound.
Page 95 Click Permissions. Result: The Permissions for outboundattachment dialog box appears. Click Add. Click Locations. In the Locations box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR.
Page 96 Result: The Permissions for outboundattachment dialog box appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Contact Center Multimedia/Outbound...
Page 97 October 2007 Installing the Multimedia/Outbound server Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Click OK. Select the Internet Guest account (IUSER_<Servername> account). Allow Full Control for the Internet Guest account.
Page 98 Result: The permissions for the inboundattachment window appears and the user is added to the list of users. Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. On the Outbound Properties dialog box, click Security. Contact Center Multimedia/Outbound...
Page 99 October 2007 Installing the Multimedia/Outbound server Click Add to add a new user. Click Locations. In the Locations dialog box, select the Redundancy server name from the list. Click OK. In the Enter the object names to select box, type CCMMOPSUSR. Click OK.
Page 100: Step 8. Configure Internet Information Services
Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites. Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed. Contact Center Multimedia/Outbound...
Page 101 October 2007 Installing the Multimedia/Outbound server Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears. Click the Directory Security tab. Installation and Maintenance Guide...
Page 102 Under Authentication and access control, click Edit. Result: The Authentication Methods window appears. Update the User name and Password fields: Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access You must change this password and document the new password securely for future reference.
Page 103 October 2007 Installing the Multimedia/Outbound server Updating the outbound attachment virtual directory Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites.
Page 104 Installing the Multimedia/Outbound server Standard 7.16 Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access Change this password and document the new password securely for future reference. Click OK to save the changes and close the window.
Page 105 October 2007 Installing the Multimedia/Outbound server Right-click Default Web Site, and select Properties. Result: The Properties dialog box appears. Installation and Maintenance Guide...
Page 106 Installing the Multimedia/Outbound server Standard 7.16 Click the HTTP Headers tab. Click MIME Types. Click New. In the Extension box, type .dic. In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound...
Page 107 October 2007 Installing the Multimedia/Outbound server Click OK. Click New. In the Extension box, type .eml. In the MIME Type box, type application/octet-stream. Click New. In the Extension box, type .dat. In the MIME Type box, type application/octet-stream. Click OK to close the MIME Types box. Click OK.
Page 108 On the right side of the IIS Window, click the Extended tab if it is not already open. Select Active Server Pages. Click Allow (if Active Server Pages are not already allowed). Close the Internet Information Services (IIS) Manager window. Contact Center Multimedia/Outbound...
Page 109: Step 9. Verify The Multimedia Database Installation
On the Multimedia/Outbound Server, open Internet Explorer. Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services. If the Web page does not appear, contact your Nortel technical support prime. Installation and Maintenance Guide...
Page 110: Step 10. Other Postinstallation Tasks
Center Multimedia server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1271. What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 11. “Check the requirements for each client” on page 112. Contact Center Multimedia/Outbound...
Page 111: Section D: Client Configuration
October 2007 Installing the Multimedia/Outbound server Section D: Client configuration In this section Step 11. Check the requirements for each client Step 12. Install .NET Framework on clients Step 13. Configure access to client applications Installation and Maintenance Guide...
Page 112: Step 11. Check The Requirements For Each Client
Web communications. From a client, supervisors or administrators can open the Outbound Campaign Management Tool from the Contact Center Manager Administrator to create outbound campaigns and load them to the Contact Center Multimedia/Outbound server for execution. Verifying requirements Before you work with the client, follow the steps in this section to make sure you have the required information and materials for using the clients.
Page 113 Check that you have the following hardware. For complete details, see the Contact Center Planning and Engineering Guide: Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements: ❑ Intel Pentium III 733 MHz CPU ❑...
Page 114 Microsoft .NET Framework 1.1 with service pack 1 (See Step 12. “Install .NET Framework on clients” on page 115) ❑ CCMM_Security_Policy.msi (See Step 13. “Configure access to client applications” on page 117”) ❑ Internet Explorer 5.5 or later Contact Center Multimedia/Outbound...
Page 115: Step 12. Install .Net Framework On Clients
October 2007 Installing the Multimedia/Outbound server Step 12. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Contact Center Agent Desktop application or the Outbound Campaign Management Tool.
Page 116 When the installation is complete, click OK. On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1. Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1. When the installation is complete, click OK. Contact Center Multimedia/Outbound...
Page 117: Step 13. Configure Access To Client Applications
CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator. Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com.
Page 118 Installing the Multimedia/Outbound server Standard 7.16 SMS, recommended by Nortel, to install the msi file on multiple clients Windows group policy to install the .msi file on multiple clients If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network...
Page 119 October 2007 Installing the Multimedia/Outbound server Verify that you see Code Groups named CCMM, SHDocVw, and xceed. What is next? Begin configuring the other components required for routing Multimedia contacts. For more information, see Step 14. “Configure phonesets on the switch for each agent”...
Page 120 Installing the Multimedia/Outbound server Standard 7.16 Contact Center Multimedia/Outbound...
Page 121: Section E: External Component Configuration
October 2007 Installing the Multimedia/Outbound server Section E: External component configuration In this section Step 14. Configure phonesets on the switch for each agent Step 15. Create a Windows user for each agent Step 16. Configure the e-mail server Installation and Maintenance Guide...
Page 122: Step 14. Configure Phonesets On The Switch For Each Agent
Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys. AST can only be configured on a maximum of two keys. ❑ Ensure that the Meridian Link Unsolicited Status Message (USM) group (IAPG option) is enabled. Contact Center Multimedia/Outbound...
Page 123: Step 15. Create A Windows User For Each Agent
October 2007 Installing the Multimedia/Outbound server Step 15. Create a Windows user for each agent A Windows user account defines the actions a user can perform. You must create each user on the domain used by the contact center for agent resources. You must be logged on as the domain administrator or a member of the administrators group to create user accounts.
Page 124: Step 16. Configure The E-Mail Server
Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server.
Page 125: Section F: Contact Center Manager Server Configuration
October 2007 Installing the Multimedia/Outbound server Section F: Contact Center Manager server configuration In this section Step 17. Enable Open Queue Step 18. Ensure the CCT server is configured Installation and Maintenance Guide...
Page 126: Step 17. Enable Open Queue
Standard 7.16 Step 17. Enable Open Queue Open Queue is a licensed feature on Contact Center Manager Server. Open Queue must be enabled for Contact Center Multimedia/Outbound to route, create, read, and delete contacts in Contact Center Manager Server. ATTENTION...
Page 127 Installing the Multimedia/Outbound server Enabling Open Queue On the Start menu of the Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility dialog box appears.
Page 128 Installing the Multimedia/Outbound server Standard 7.16 Click the License Manager tab. Result: The License Manager page appears. From the CCMS Optional Package list, select Open Queue. Continue with “Ensure the CCT server is configured” on page 129. Contact Center Multimedia/Outbound...
Page 129: Step 18. Ensure The Cct Server Is Configured
October 2007 Installing the Multimedia/Outbound server Step 18. Ensure the CCT server is configured You must ensure that the Communication Control Toolkit server is configured in Contact Center Manager Server. In the Server Setup Configuration Utility dialog box, click the CCT Server tab.
Page 130 Queue-enabled and configured for use with the Communication Control Toolkit server. What is next? Configure the required resources in the Contact Center Manager Administration. For more information, see Step 19. “Refresh the Contact Center Manager Server” on page 132. Contact Center Multimedia/Outbound...
Page 131: Section G: Ccma Server Configuration
October 2007 Installing the Multimedia/Outbound server Section G: CCMA server configuration In this section Step 19. Refresh the Contact Center Manager Server Step 20. Configure the agent phonesets Step 21. Create required multimedia skillsets Step 22. Create supervisors and agents Step 23.
Page 132: Step 19. Refresh The Contact Center Manager Server
Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears. Contact Center Multimedia/Outbound...
Page 133 October 2007 Installing the Multimedia/Outbound server Enter your Webadmin user ID and password in the boxes. Click Login. Result: The Contact Center Manager Administration main window appears Refreshing a server ATTENTION Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.
Page 134 Administration must be refreshed. If there has been a feature change to the Contact Center Manager Server, the change is not reflected in each browser until it is refreshed. Click Yes. Result: The system refreshes the server in the system tree. Contact Center Multimedia/Outbound...
Page 135: Step 20. Configure The Agent Phonesets
October 2007 Installing the Multimedia/Outbound server Step 20. Configure the agent phonesets You must add and acquire each phoneset that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system.
Page 136 Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column. Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset. Contact Center Multimedia/Outbound...
Page 137 October 2007 Installing the Multimedia/Outbound server Repeat this procedure for each phoneset you want to acquire. In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Tip: Clear the Acquired check mark to deacquire the phoneset.
Page 138: Step 21. Create Required Multimedia Skillsets
Log on to the Contact Center Manager Administration. Click Configuration. Result: The Configuration window appears. In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources. Contact Center Multimedia/Outbound...
Page 139 If you want to give priority to the oldest call in the system, select Oldest. Tip: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.
Page 140 Optionally, in the Comment box, type any comments you have about the skillset. Press tab to save your changes. For more information about creating networking skillsets, see the Contact Center Manager Administration online Help. Contact Center Multimedia/Outbound...
Page 141: Step 22. Create Supervisors And Agents
October 2007 Installing the Multimedia/Outbound server Step 22. Create supervisors and agents Supervisors review information about agents who report to them in the contact center. You must configure agents who handle Multimedia contacts the correct skillsets defined in Contact Center Manager Administration. Adding a supervisor Log on to Contact Center Manager Administration.
Page 142 On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears. Enter the following mandatory information about the agent: first name last name login ID primary supervisor call presentation threshold Contact Center Multimedia/Outbound...
Page 143 October 2007 Installing the Multimedia/Outbound server Enter any optional information about the agent (for example, title, department, or comments). Click Contact Types to display the list. Assign Contact Types to the agent by selecting the relevant check boxes. Click Skillsets to display the list. Within the Skillsets area, click List All to list all skillsets configured on the server.
Page 144: Step 23. Create Route Points
Tip: You must enable the networking option if you want to use the Open Queue CDN (route point) for network calls. Click in any other row of the table. Result: The system adds the Open Queue CDN (route point), and Not Acquired appears in the Status column. Contact Center Multimedia/Outbound...
Page 145 October 2007 Installing the Multimedia/Outbound server Acquiring an Open Queue CDN (route point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire.
Page 146: Step 24. Configure The Sample Multimedia Scripts
Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts.
Page 147 October 2007 Installing the Multimedia/Outbound server WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays. c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.
Page 148 Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component.
Page 149 October 2007 Installing the Multimedia/Outbound server Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script. Installation and Maintenance Guide...
Page 150: Step 25. Add The Multimedia Server To Ccma For Reporting
Standard 7.16 Step 25. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new Multimedia server. You must log on to Contact Center Manager Administration as the Web administrator.
Page 151 Installing the Multimedia/Outbound server On the Server menu, in the top left corner, click Add Server. In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. After you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.
Page 152 Contact Center Manager Server, then the first one assigned is used. Click Submit. On the Launchpad menu, click Log out. What is next? Configure the Communication Control Toolkit resources. For more information, see Step 26. “Import the agent phonesets to the TAPI database” on page 154. Contact Center Multimedia/Outbound...
Page 153: Section H: Cct Server Configuration
October 2007 Installing the Multimedia/Outbound server Section H: CCT server configuration In this section Step 26. Import the agent phonesets to the TAPI database Step 27. Configure the Contact Management Framework option Step 28. Import the contact center users into CCT Step 29.
Page 154: Step 26. Import The Agent Phonesets To The Tapi Database
Open a text editor (such as Notepad). Create a new text file called download.txt. Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server. On the Start menu, choose All Programs > Accessories >...
Page 155 October 2007 Installing the Multimedia/Outbound server If HyperTerminal is not in the Communication menu, go to Start > Control Panel > Add or Remove Programs. Add HyperTerminal by selecting Add/ Remove Windows Components, then navigate to Accessories and Utilities, and click Details. Select Communication, and click Details. Select HyperTerminal, and click OK.
Page 156 In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears. Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears. Contact Center Multimedia/Outbound...
Page 157 October 2007 Installing the Multimedia/Outbound server At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Tip: If the prompt is not present, continue to press Enter until the prompt appears.
Page 158 Installing the Multimedia/Outbound server Standard 7.16 Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. If you are prompted, enter the customer number for the switch. Result: The application configuration dialog box appears. Click Convert Text file.
Page 159 CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.
Page 160 Installing the Multimedia/Outbound server Standard 7.16 Verifying the agent phonesets are imported correctly to the TAPI database Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click TN Table.
Page 161 October 2007 Installing the Multimedia/Outbound server b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d.
Page 162 In the Directory box, enter the directory number for the SCR DN. In the DN Type box, choose SCR. m. In the Key # box, enter 3. Click OK to exit the TN table. Click OK. Contact Center Multimedia/Outbound...
Page 163: Step 27. Configure The Contact Management Framework Option
Configuring the Communication Control Toolkit console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation.
Page 164 Installing the Multimedia/Outbound server Standard 7.16 On the File menu, choose Add/Remove snap-in. Result: The Add/Remove Snap-in dialog box appears. Click Add. Result: The Add Standalone Snap-in dialog box appears, containing a list of all available MMC snap-ins. Contact Center Multimedia/Outbound...
Page 165 October 2007 Installing the Multimedia/Outbound server Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears. Select the computer that you want the NCCT Admin snap-in to manage. Installation and Maintenance Guide...
Page 166 Installing the Multimedia/Outbound server Standard 7.16 Click Finish. Result: The Add Standalone Snap-in dialog box appears. Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console. Click Close. Contact Center Multimedia/Outbound...
Page 167 October 2007 Installing the Multimedia/Outbound server Click OK. Result: The following window appears. Configuring the Contact Management Framework Open the NCCT 6.0 Console on the Communication Control Toolkit server. On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server.
Page 168 Manager Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. On the NCCT Console, expand NCCT Maintenance. b. Click Services on the left pane. Contact Center Multimedia/Outbound...
Page 169 To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown Result: The Contact Center Manager Server Shutdown utility window appears.
Page 170 Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup Result: The Contact Center - Manager Server Startup Utility window appears.
Page 171: Step 28. Import The Contact Center Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 172 Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.
Page 173 October 2007 Installing the Multimedia/Outbound server On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available importing tools appear. Installation and Maintenance Guide...
Page 174 Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users. Click OK. Result: You are prompted with a notification that all selected users are imported. Click OK. Contact Center Multimedia/Outbound...
Page 175: Step 29. Import The Terminals And Addresses Into Cct
Installing the Multimedia/Outbound server Step 29. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.
Page 176 Installing the Multimedia/Outbound server Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 177 October 2007 Installing the Multimedia/Outbound server Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 178 Installing the Multimedia/Outbound server Standard 7.16 Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 179 October 2007 Installing the Multimedia/Outbound server Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear. Tip: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa.
Page 180: Step 30. Import The Windows Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Service (if installed) Nortel RSH Daemon (if installed) To stop the services a. Click Start > Administrative Tools > Services.
Page 181 Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Expand NCCT Admin.
Page 182 In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All. Click Add. Result: The selected users appear under Selected Users. Click Apply. Click OK. Contact Center Multimedia/Outbound...
Page 183: Step 31. Import The Agent Workstations Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 184 Installing the Multimedia/Outbound server Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 185 October 2007 Installing the Multimedia/Outbound server On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Double-click Import Work Stations. Installation and Maintenance Guide...
Page 186 Result: The Import Work Stations Properties dialog box appears. Press the CTRL key, and select the workstations. Click Add. Result: The required workstations are added to the Selected Workstations list. Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database. Contact Center Multimedia/Outbound...
Page 187: Step 32. Map Terminals To Workstations (Optional)
October 2007 Installing the Multimedia/Outbound server Step 32. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Mapping a terminal to a workstation On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.
Page 188 Installing the Multimedia/Outbound server Standard 7.16 Double-click the terminal you want to configure. Result: The Terminal Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 189 October 2007 Installing the Multimedia/Outbound server Click the Workstation Maps tab. Result: The Workstation Maps page appears. Select the appropriate workstations in Available WorkStations. Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box. Click OK.
Page 190: Step 33. Map Users To Addresses, Terminals, And Contact Center Users
Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working. Contact Center Multimedia/Outbound...
Page 191 October 2007 Installing the Multimedia/Outbound server Mapping a user to an address and address groups On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected. Installation and Maintenance Guide...
Page 192 Installing the Multimedia/Outbound server Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 193 October 2007 Installing the Multimedia/Outbound server Click the Address Maps tab. Result: The Address Maps page appears. Select the appropriate addresses and address groups from Available Addresses and Address Groups. Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.
Page 194 Installing the Multimedia/Outbound server Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 195 October 2007 Installing the Multimedia/Outbound server Click the Terminal Maps tab. Result: The Terminal Maps page appears. Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups. Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.
Page 196 Installing the Multimedia/Outbound server Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 197 What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound and e-mail contacts, based on your license. Go to Step 34. “Understand the contact types” on page 200.
Page 198 Installing the Multimedia/Outbound server Standard 7.16 Contact Center Multimedia/Outbound...
Page 199: Section I: Contact Type Configuration
October 2007 Installing the Multimedia/Outbound server Section I: Contact type configuration In this section Step 34. Understand the contact types Step 35. Log on to the Multimedia Administrator Step 36. Start the configuration tool Step 37. Update the E-mail Manager service Installation and Maintenance Guide...
Page 200: Step 34. Understand The Contact Types
Step 34. Understand the contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves...
Page 201 October 2007 Installing the Multimedia/Outbound server the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact an Agent Desktop interface for agents to respond efficiently to customers...
Page 202 The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e- mail server.
Page 203 October 2007 Installing the Multimedia/Outbound server Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. A text chat session is a two-way conversation between an agent and a customer.
Page 204: Step 35. Log On To The Multimedia Administrator
Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types. Logging on to the Multimedia Administrator On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 205 Installing the Multimedia/Outbound server Click OK. Result: The Contact Center Multimedia/Outbound Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, the Getting Started screen appears on top of the Multimedia Administrator window. Tip: The Getting Started window shows that licenses are available for e- mail, outbound, and Web communications in this contact center.
Page 206: Step 36. Start The Configuration Tool
Tip: The line below the title of the Getting Started window shows your current license. The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different. Contact Center Multimedia/Outbound...
Page 207: Configuring Skillsets
October 2007 Installing the Multimedia/Outbound server Click Begin. Result: The Skillset Settings window appears. Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed.
Page 208 Installing the Multimedia/Outbound server Standard 7.16 Select the first skillset you use to route multimedia contacts. Click Edit. If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears: Contact Center Multimedia/Outbound...
Page 209 October 2007 Installing the Multimedia/Outbound server In the Route Point list, select the route point that you want to assign to the skillset. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset. Repeat steps 1–4 for each skillset required.
Page 210 Multimedia database when the primary server is restored. You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable). Contact Center Multimedia/Outbound...
Page 211 October 2007 Installing the Multimedia/Outbound server You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound e-mail server In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The Email Server Properties window appears.
Page 212 Tip: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases. Contact Center Multimedia/Outbound...
Page 213 October 2007 Installing the Multimedia/Outbound server Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web communications, the External Web Server Properties window appears. If you are not licensed for Web communications, the New Recipient window appears. Configuring the external Web server If you are not licensed for Web communications contacts, continue with “Creating a recipient mailbox”...
Page 214 Multimedia Administrator application is complete. You can configure optional settings for Web communications contacts, such as the Web-on-hold URLs and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.” Contact Center Multimedia/Outbound...
Page 215 On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Tip: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (post- Windows 2000) in the Mailbox Name box.
Page 216 Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and the procedure described in “Configuring the e- mail servers” on page 210. Contact Center Multimedia/Outbound...
Page 217 October 2007 Installing the Multimedia/Outbound server Click Save. Result: The System Default Rule window appears. The New Recipient window is still open for your reference. Modifying the system default rule The system default rule is used one of two ways: If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox.
Page 218 From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears. Contact Center Multimedia/Outbound...
Page 219 To change the auto-response settings, under Select Optional Auto- Responses, select another auto-response from the list. For more information about auto-responses, see the Contact Center Multimedia Administrator online Help. To change the priority, under Select Priority, select a different priority for the contact.
Page 220 To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail. Contact Center Multimedia/Outbound...
Page 221 October 2007 Installing the Multimedia/Outbound server When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: Delivery Failure Undeliverable...
Page 222 To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the Contact Center Multimedia Administrator online Help. To change the priority, under Select Priority, select a different priority from the list for the contact.
Page 223 October 2007 Installing the Multimedia/Outbound server Click Save. Result: The System Delivery Failure Rule window and the New Recipient window close. The Rules window appears. Viewing the sequence and status of the rules In the Rules window, review the rule summary. Tip: The legend at the bottom of the window explains the symbols next to the rule names.
Page 224 Administrator, click Getting Started. What is next? Nortel recommends that you complete the base configuration of Contact Center Multimedia by working through the rest of this chapter. If you want to add recipients, create rules, configure outbound e-mail settings, create barred e-mail...
Page 225: Step 37. Update The E-Mail Manager Service
CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service.
Page 226 Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually. Contact Center Multimedia/Outbound...
Page 227 October 2007 Installing the Multimedia/Outbound server Open the Windows Services window, if it is not already open. On the Windows Start menu, click All Programs > Administrative Tools > Services. Select the CCMM E-mail Manager service. Right-click on the service, and select Properties. Result: The Service Properties window appears.
Page 228 Installing the Multimedia/Outbound server Standard 7.16 Contact Center Multimedia/Outbound...
Page 229: Section J: Agent Configuration
October 2007 Installing the Multimedia/Outbound server Section J: Agent configuration In this section Step 38. Configure the administrators Step 39. Configure hotdesking (optional) Step 40. Start the client applications Installation and Maintenance Guide...
Page 230: Step 38. Configure The Administrators
Installing the Multimedia/Outbound server Standard 7.16 Step 38. Configure the administrators Nortel recommends that you now change the default password from what is published in this guide. Any administrator can change all of the configuration properties in the Multimedia Administrator application.
Page 231 October 2007 Installing the Multimedia/Outbound server Click Edit. Result: The Edit Administrator window appears. Click Reset Password. Result: The Password Reset window appears. The default user name appears dimmed so that you cannot change it. In the New Password box, type the password for the administrator. In the Confirm Password box, type the password again to confirm it.
Page 232: Step 39. Configure Hotdesking (Optional)
The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Contact Center Multimedia/Outbound...
Page 233 Double-click Agent Desktop Configuration. Under Hot-Desking, select the Enabled check box. Click Save. To configure the pop up window for a Citrix environment In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Installation and Maintenance Guide...
Page 234 You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide. Contact Center Multimedia/Outbound...
Page 235 October 2007 Installing the Multimedia/Outbound server Installation and Maintenance Guide...
Page 236: Step 40. Start The Client Applications
Campaign Management Tool to configure outbound campaigns. If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server. Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, or e-mail, or Web communications).
Page 237 Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: Install and configure the Contact Center Multimedia server. Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.
Page 238 Click Access and Partition Management. In the Access and Partition Management component, choose View/Edit > User Administration. Select the user from the list in the system tree. In the right pane, click Basic Access Rights. Select the Outbound component. Click Submit. Contact Center Multimedia/Outbound...
Page 239 October 2007 Installing the Multimedia/Outbound server Starting the Outbound Campaign Management Tool Click the Outbound component in the Contact Center Multimedia/ Outbound launchpad window. Result: The Outbound window appears. Installation and Maintenance Guide...
Page 240 Installing the Multimedia/Outbound server Standard 7.16 On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears. See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.
Page 241: Installing And Configuring The External Web Server
C h a p t e r 3 Installing and configuring the external Web server In this chapter Overview Prerequisites for installing the Web server software Install the Web server software Configure your Web server Installation and Maintenance Guide...
Page 242: Overview
In development, you can access the Web services from either ASP.NET or JSP Web applications. For developers who want to integrate with the Nortel Contact Center Multimedia system using Web services, the following items are available on the Nortel Developer Partner Program Web site: Web Service documentation including an API reference in HTML format An installation package for the Sample Customer Interface Web site.
Page 243: Prerequisites For Installing The Web Server Software
Web interface: not on a server that is for running your Contact Center, nor the server where your Contact Center Multimedia software and database is installed. You must be licensed for Web communications in your contact center to install the Web server software.
Page 244 ❑ The Nortel Contact Center DVD is available. ❑ The Contact Center Multimedia server is installed and configured for the server name, skillsets, and optional settings required for Web communications. For more information, see Chapter 2, “Installing the Multimedia/Outbound server,” Section I: “Contact type configuration,”...
Page 245: Install The Web Server Software
Web server. Log on to the external Web server using the Local Administrator user ID and password. Download the external Web CI server software from www.nortel.com. Double-click setup.exe. Result: A Contact Center Welcome screen appears. Installation and Maintenance Guide...
Page 246 Read and understand the terms of the license agreement. If you accept the terms of the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Contact Center Installation Configuration window appears. Contact Center Multimedia/Outbound...
Page 247 Installing and configuring the external Web server In the CCMM Server Name box, type the host name of the server where the Contact Center Multimedia server software is installed. If you want to configure the reference implementation to send HTML forms to customers, in the SMTP Server Name box, type the host name of the Standard Mail Transfer Protocol (SMTP) server.
Page 248 Click Next. Result: The InstallShield dialog box appears for the update. View the installation location for your software, and then click Next. You must accept the default installation location. Result: The Contact Center Installation Summary window appears. Contact Center Multimedia/Outbound...
Page 249 October 2007 Installing and configuring the external Web server Review the details of the installation, and then click Install. Result: The following dialog box appears. The Apache Tomcat services stop and restart automatically. The InstallShield Wizard Completed dialog box appears. Click Finish.
Page 250: Configure Your Web Server
Configure the name of the production server in the Multimedia Administrator by doing the following: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. b. In the User ID box, type your user identification (for example, SysAdmin).
Page 251 October 2007 Installing and configuring the external Web server e. In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia. Expand General Administration. g. Double-click Server Settings. Result: The Server Settings window appears. Installation and Maintenance Guide...
Page 252 Server Name: Type the name of the external Web server that customers can access for Web communications. Server Port: Type the port number for the external Web server that customers can access for Web communications. Click Save. Result: The Server Properties window closes. k. Click Close. Contact Center Multimedia/Outbound...
Page 253 October 2007 Installing and configuring the external Web server Close the Multimedia Administrator application. Installation and Maintenance Guide...
Page 254 Installing and configuring the external Web server Standard 7.16 Contact Center Multimedia/Outbound...
Page 255: Using The Web Communications Customer Interface
C h a p t e r 4 Using the Web communications customer interface In this chapter Overview Access the sample customer interface Web site Configure properties for the sample CI Web site Test the customer interface Web site Prevent blocked invitations Installation and Maintenance Guide...
Page 256: Overview
Microsoft .NET and Java applications. Customer Web sites or third-party applications use the open interface for integration with the Nortel Contact Center Multimedia system. In development, you can access the Web services from either ASP.NET or JSP Web applications.
Page 257 October 2007 Using the Web communications customer interface For developers who want to integrate with the Nortel Contact Center Multimedia system using Web Services, the following items are available on the Nortel Developer Partner Program Web site: Web Service documentation including an API reference in HTML format An installation package for the Sample Customer Interface Web site.
Page 258: Access The Sample Customer Interface Web Site
Pages (JSP) running on a Tomcat Servlet container. The primary purpose of the sample CI Web site is to demonstrate the basic functionality available through the Web services and for testing the Contact Center Multimedia in a lab environment. Access the sample CI Web site using the URL: http://<webserver>:8080/CI_Sample_Website...
Page 259 October 2007 Using the Web communications customer interface Logging on existing customers The loginCustomer.jsp page is the HTML form that customers use to enter their username and password. When the form is submitted, the username and password are passed to loginCustomer_WSClient.jsp, which invokes the customerLogin Web method.
Page 260 CI Web site. When the customer is logged on to the Web site, the sample page is displayed. Customers use the opening page to request a text chat, a callback, or an e-mail message from the contact center. Contact Center Multimedia/Outbound...
Page 261 October 2007 Using the Web communications customer interface Logging off existing customers The logoffCustomer.jsp page contains the HTML form with the username and Logoff button. When the form is submitted, the username is passed to the page logoffCustomer_WSClient.jsp, which invokes the customerLogoff Web method to log the customer off the Web site.
Page 262 Updating customer details The readCustomerDetails_WSClient.jsp page reads the customer details from the Contact Center Multimedia database using the Web method getCustomerByUsername, and then populates the HTML form with the details from the customer record, such as e-mail address, postal address, and telephone number.
Page 263 October 2007 Using the Web communications customer interface Updating customer logon credentials The updateCustomerLogin.jsp page is the HTML form that customers use to change the customer user name or password. When the form is submitted, the old password and new password are passed to updateCustomerLogin_WSClient.jsp, which invokes either the updateUsername or updatePassword Web method, depending on whether the username or password is updated by the customer.
Page 264 ReadPreviousBlockOfContacts with the correct contact ID used as a starting point. When a customer clicks any contact ID in the history list, the readContact_WSClient.jsp page invokes the readContact Web method to read the contact details from the Contact Center Multimedia database and display the information. Contact Center Multimedia/Outbound...
Page 265 October 2007 Using the Web communications customer interface Requesting a text chat session The requestTextChat.jsp page is the HTML form that customers use to request a text chat session. The getWebSkillsets_WSClient.jsp page shows the list of Web communications skillsets retrieved by the getAllWebSkillsets Web method. Installation and Maintenance Guide...
Page 266 Web method. If the skillset is in service, then the contact is routed to the skillset. If the skillset is not in service, then the following message appears and a closed Web communications contact is created as a record of the customer’s attempt to request a text chat. Contact Center Multimedia/Outbound...
Page 267 If the selected skillset is in service, the Web contact is created as a new contact in the Contact Center Multimedia database using the requestTextChat Web method with the createAsClosed parameter set to false. The customer is directed to the Web communications URL, http://<webserver>:8080/WebComms/jsp/...
Page 268 The time for the callback is displayed in the Outbound Campaign tool on Contact Center Manager Administration on the Progress and Results screen in Greenwich Mean Time (GMT). You must convert the time to the local time for the customer who receives the outbound call. Contact Center Multimedia/Outbound...
Page 269 RequestScheduledCallback_WSClient.jsp page. The RequestScheduledCallback_WSClient.jsp page calls the requestScheduledCallback Web method to create the scheduled callback contact in the Contact Center Multimedia database. Requesting an immediate callback The requestImmediateCallback.jsp page is the HTML form that a customer uses to request an immediate callback.
Page 270 If the chosen skillset is in service, then the scheduled callback contact is created using the RequestImmediateCallback method and the confirmation message appears. Contact Center Multimedia/Outbound...
Page 271 October 2007 Using the Web communications customer interface Submitting HTML forms as an e-mail message The submitHTMLForm.jsp page is the HTML form that the customer uses to submit an HTML form as an e-mail message. When this form is submitted, the values of the input fields are passed to sendmail.jsp.
Page 272 Note: No CI Web service methods are used to send the HTML form as an e-mail message. You can configure the Contact Center Multimedia rules to route these e-mail messages to a specific skillset based on keywords in the e-mail subject.
Page 273 PASSWORD_REMINDER_SKILLSET property in the web.xml file in the webapps\CI_Sample_Website\WEB_INF folder. The text of the password reminder is configured in the Contact Center Multimedia Administrator in auto-responses. For more information, see “Adding an auto- response to the rule” on page 1134.
Page 274 You can define the length of time that each URL appears on the customer Web browser. For example, the customer sees the following screen. Contact Center Multimedia/Outbound...
Page 275: Using Text Chat
October 2007 Using the Web communications customer interface You can also configure a group of Web pages about a new product they are selling. When designing the Web site, the Web developer can programmatically choose which Web-on-hold group to display to the user depending on the business logic (such as region of the customer or the time of year).
Page 276 Pushing pages to an agent To push a page to an agent, a customer can: type an URL into the text box if the desired page is already displayed in the browser window, click the push displayed page icon. Contact Center Multimedia/Outbound...
Page 277: Configure Properties For The Sample Ci Web Site
You can configure the following items: CCMM_HOSTNAME—The sample CI Web site uses the customer interface Web services located on your Contact Center Multimedia server. EMAILSERVER_HOSTNAME—The host name of the e-mail server that is used to send e-mail using Java mail and Standard Mail Transfer Protocol (SMTP).
Page 278 Read Customer Contact History page. <session-timeout>10</session-timeout>—The number of minutes before a customer chat session expires on the Customer Interface Web site. If the customer session expires, the customer must log in again. The default value is 10 minutes. Contact Center Multimedia/Outbound...
Page 279: Test The Customer Interface Web Site
October 2007 Using the Web communications customer interface Test the customer interface Web site Use the information in this section to verify that the customer interface Web site is installed properly. Requirements for testing You must have at least one Web communications skillset configured and an agent who can handle contacts with the Web communications skillset.
Page 280 To log on this customer immediately after you create, select the Login Customer check box. If you do not select the Login Customer check box, and you want to log on the customer now, click Log in Customer. Contact Center Multimedia/Outbound...
Page 281 October 2007 Using the Web communications customer interface In the Username box, type the test customer user name. In the Password box, type the test customer password. Click Log on. Testing request text chat Perform the following steps to test the request text chat functionality. Log on the test customer.
Page 282 Result: On the Contact Center Agent Desktop, your logged on agent receives the Web communications contact. Close the test contact. Log off the test customer. Testing request callback functionality Perform the following steps to test the request callback functionality. Contact Center Multimedia/Outbound...
Page 283 October 2007 Using the Web communications customer interface Log on the test customer. Log an agent who can handle an Outbound skillset on to the Contact Center Agent Desktop. Make the agent available to receive contacts. Click Request Immediate Callback to create an outbound contact. In the Skillset box, select the skillset that your agent from step 2 is eligible to handle.
Page 284 Log on the test customer. Log an agent who can handle an e-mail message skillset on to the Contact Center Agent Desktop. Make the agent available to receive contacts. Contact Center Multimedia/Outbound...
Page 285 October 2007 Using the Web communications customer interface Click Submit HTML Form to create an e-mail contact. In the Mail To box, type the e-mail address that is forwarded to the agent who is logged on. In the Subject box, type the subject of the e-mail message. Click Submit.
Page 286: Prevent Blocked Invitations
As with any internet connection, it is important for customers and contact centers to maintain current antivirus definitions and antispyware. Contact Center Multimedia/Outbound...
Page 287: Upgrading And Migrating Contact Center Multimedia/Outbound Release
P a r t 2 Upgrading and Migrating Contact Center Multimedia/ Outbound Release 6.0 Installation and Maintenance Guide...
Page 288 October 2007 Installation and Maintenance Guide...
Page 289: Upgrading From Swcp Release 4.0
C h a p t e r 5 Upgrading from SWCP Release 4.0 In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Postinstallation Section D: Client configuration Section E: External component configuration Section F: Database upgrade Section G: Contact Center Manager Server configuration Section H: CCMA server configuration Section I: CCT server configuration Section J: Contact type configuration...
Page 290: Overview
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.
Page 291 Contact Center Multimedia/Outbound 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). ❑...
Page 292 ❑ 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.
Page 293 October 2007 Upgrading from SWCP Release 4.0 DVD drive: Internal IDE 8X DVD-ROM Installation and Maintenance Guide...
Page 294 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 295: Section A: Preinstallation
October 2007 Upgrading from SWCP Release 4.0 Section A: Preinstallation In this section Step 1. Reduce the Symposium Web Center Portal database Step 2. Review the preinstallation instructions Step 3. Read the prerequisite documentation and check for updates Step 4. Install your remote support access tool Installation and Maintenance Guide...
Page 296: Step 1. Reduce The Symposium Web Center Portal Database
Step 1. Reduce the Symposium Web Center Portal database Nortel recommends that you reduce the number of transactions in the Symposium Web Center Portal Release 4.0 database before you start the migration process to ensure that only relevant data is migrated. Perform the...
Page 297: Step 2. Review The Preinstallation Instructions
Upgrading from SWCP Release 4.0 Step 2. Review the preinstallation instructions Before you perform an upgrade of the Contact Center Multimedia software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.
Page 298: Step 3. Read The Prerequisite Documentation And Check For Updates
Standard 7.16 Step 3. Read the prerequisite documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following: updated customer documentation and distributor technical references...
Page 299: Step 4. Install Your Remote Support Access Tool
Upgrading from SWCP Release 4.0 Step 4. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required.
Page 300 For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere. To install pcAnywhere Log on to the Contact Center Multimedia/Outbound server as the local administrator. Insert the Nortel Contact Center DVD into the server.
Page 301 October 2007 Upgrading from SWCP Release 4.0 Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts. Click Next. Result: The License Agreement window appears. Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
Page 302 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example Nortel support personnel and distributors).
Page 303 October 2007 Upgrading from SWCP Release 4.0 Click the Security tab. In the Name box, select Administrators. To grant administrators full access to the pcAnywhere folder, in the Permissions box, select Allow beside Full Control. Click OK to save your changes and close the Properties window. Configuring an account in pcAnywhere 11.5 or later Note: If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure.
Page 304 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP. Click Next. Result: The Connection Wizard - Authentication Type window appears. Select I want to set up a user name and password to create a new type of authentication. Contact Center Multimedia/Outbound...
Page 305 October 2007 Upgrading from SWCP Release 4.0 Click Next. Result: The Connection Wizard - Name and Password window appears. In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist. In the Password box, type the password for the caller account.
Page 306 Result: The Connection Wizard - Summary window appears. Review the summary. Click Finish. Result: The Hosts window reappears with the new account selected. Type a custom name for this account to identify it in the list of caller accounts. Contact Center Multimedia/Outbound...
Page 307 October 2007 Upgrading from SWCP Release 4.0 Right-click the account name, and click Properties. Result: The Host Properties: <account name> window appears. Installation and Maintenance Guide...
Page 308 Upgrading from SWCP Release 4.0 Standard 7.16 Click the Settings tab. Select Launch with Windows and Run minimized. Click the Callers tab. Contact Center Multimedia/Outbound...
Page 309 October 2007 Upgrading from SWCP Release 4.0 In the Caller list box, right-click the caller account you just created (NGENDIST), and then click Properties. Result: The Caller Properties window appears. Click the Privileges tab. Click Superuser. Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Login ID.
Page 310 Click the Security Options tab. Under Session options, ensure the Session options are set to Host and Remote. Under Login options, ensure Limit login attempts per call and Limit time to complete login are checked and set to 3. Contact Center Multimedia/Outbound...
Page 311 October 2007 Upgrading from SWCP Release 4.0 Click the Conference tab. Ensure that Enable conferencing and Obtain IP address automatically are selected. Click Apply to save your settings. If you want to assign a password to control who can modify the Network icon settings, click the Protect Item tab and type the password;...
Page 312 To enable Microsoft Remote Desktop Connection for Administration, you must be logged on to the system with administrator privileges. On the server, click Start > Control Panel > System. Result: The System Properties Window opens. Click the Remote tab. Contact Center Multimedia/Outbound...
Page 313 For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com. What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 5. “Install the Multimedia/Outbound server software” on page 316.
Page 314 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 315: Section B: Installation
October 2007 Upgrading from SWCP Release 4.0 Section B: Installation In this section Step 5. Install the Multimedia/Outbound server software Step 6. Install the Multimedia/Outbound service updates Installation and Maintenance Guide...
Page 316: Step 5. Install The Multimedia/Outbound Server Software
Java Runtime Environment - Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions. Microsoft .NET Framework - Version 1.1 with .NET service pack 1 The software is installed automatically if it is not already installed.
Page 317 October 2007 Upgrading from SWCP Release 4.0 Installing the Multimedia/Outbound server Insert the Nortel Contact Center DVD into the DVD drive. Select Contact Center Multimedia/Outbound. Click Install. Installation and Maintenance Guide...
Page 318 Upgrading from SWCP Release 4.0 Standard 7.16 If either the Java Runtime Environment (JRE) Release 1.5.0 or Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation. Result: The Welcome window appears.
Page 319 October 2007 Upgrading from SWCP Release 4.0 Click Next. Result: The License Agreement window appears. Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears. Select CCMM Server, and then click Next. When you select the CCMM Server, you install the following components: Installation and Maintenance Guide...
Page 320 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia (CCMM) database Contact Center Multimedia (CCMM) services and utilities Contact Center Multimedia (CCMM) Database Migration utility Contact Center Agent Desktop client Contact Center Outbound Campaign Manager Tool client Tip: For information about installing the Agent Desktop telephony toolbar...
Page 321 October 2007 Upgrading from SWCP Release 4.0 Select Primary Server to install the production server, and then click Next. Tip: The Redundancy server is a warm standby server used for quick recovery if the primary server fails. For more information about installing the Redundancy server, see Chapter 8, “Installing the Standby server.”...
Page 322 Multimedia server database, and then click Next. Nortel recommends that you: Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F. Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.
Page 323 October 2007 Upgrading from SWCP Release 4.0 Ensure you have a minimum of 20 GB of disk space for the Multimedia database. The recommended disk space handles 1 000 000 contacts. After you select a drive, you can click Space to verify the amount of disk space on the selected drive.
Page 324 Upgrading from SWCP Release 4.0 Standard 7.16 Review the information on the Installation Summary section of this window, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed window appears. Click Finish.
Page 325: Step 6. Install The Multimedia/Outbound Service Updates
Before installing the service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
Page 326 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 327: Section C: Postinstallation
October 2007 Upgrading from SWCP Release 4.0 Section C: Postinstallation In this section Step 7. Provide local users with Log on as a Service right Step 8. Configure the shared inbound and outbound attachment folders Step 9. Configure Internet Information Services (IIS) Step 10.
Page 328: Step 7. Provide Local Users With Log On As A Service Right
Standard 7.16 Step 7. Provide local users with Log on as a Service right You must configure two user types to access Contact Center Multimedia/ Outbound software. These user types are: CCMMOPSUSR —The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder.
Page 329 October 2007 Upgrading from SWCP Release 4.0 Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane. Double-click Log on as a Service. Result: The Log on as a service Properties window appears. Click Add User or Group.
Page 330 Upgrading from SWCP Release 4.0 Standard 7.16 In the Locations window, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 331 October 2007 Upgrading from SWCP Release 4.0 Click Users. Right-click CCMMOPSUSR, and then click Properties. Installation and Maintenance Guide...
Page 332 Upgrading from SWCP Release 4.0 Standard 7.16 On the General tab, select the check box Password Never Expires. Click OK. Contact Center Multimedia/Outbound...
Page 333: Step 8. Configure The Shared Inbound And Outbound Attachment Folders
October 2007 Upgrading from SWCP Release 4.0 Step 8. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 10. “Verify the Multimedia database installation” on page 355.
Page 334 Setting up the inbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Inbound.
Page 335 Click Permissions. Result: The Permissions for inboundattachment window appears. Click Add. Click Locations. In the Locations window, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR.
Page 336 Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Contact Center Multimedia/Outbound...
Page 337 October 2007 Upgrading from SWCP Release 4.0 Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Click OK. Select the Internet Guest Account (IUSR_<Servername> account). Allow Full Control permissions for the Internet Guest Account.
Page 338 Result: The permissions for the inboundattachment window appears and the user is added to the list of users. Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. On the Inbound Properties dialog box, click Security. Contact Center Multimedia/Outbound...
Page 339 October 2007 Upgrading from SWCP Release 4.0 Click Add to add a new user. Click Locations. In the Locations window, select the Redundancy server name from the list. Click OK to close the Locations box. In the Enter the object names to select box, type CCMMOPSUSR. Click OK.
Page 340 Setting up the outbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Outbound.
Page 341 October 2007 Upgrading from SWCP Release 4.0 In the Locations box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 342 Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Contact Center Multimedia/Outbound...
Page 343 October 2007 Upgrading from SWCP Release 4.0 Click OK. Select the Internet Guest account (IUSER_<Servername> account). Allow Full Control for the Internet Guest account. Click Apply. Select the Everyone default account. Remove all permissions granted to the Everyone account. Click Apply to save the changes to permissions for this folder. Click Add.
Page 344 Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. On the Outbound Properties dialog box, click Security. Click Add to add a new user. Contact Center Multimedia/Outbound...
Page 345 October 2007 Upgrading from SWCP Release 4.0 Click Locations. In the Locations window, select the Redundancy server name from the list. Click OK. In the Enter the object names to select box, type CCMMOPSUSR. Click OK. For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.
Page 346: Step 9. Configure Internet Information Services (Iis)
Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites. Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed. Contact Center Multimedia/Outbound...
Page 347 October 2007 Upgrading from SWCP Release 4.0 Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears. Click the Directory Security tab. Installation and Maintenance Guide...
Page 348 Under Authentication and access control, click Edit. Result: The Authentication Methods window appears. Update the User name and Password fields: Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access You must change this password and document the new password securely for future reference.
Page 349 October 2007 Upgrading from SWCP Release 4.0 Updating the outbound attachment virtual directory Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites.
Page 350 Click OK to close the Properties window. Close the IIS Manager window. Configuring the MIME types Configure IIS on your Contact Center Multimedia server to configure the MIME types required by Contact Center Agent Desktop. On your Contact Center Multimedia server Start menu, right-click My Computer, and then click Manage.
Page 351 October 2007 Upgrading from SWCP Release 4.0 Right-click Default Web Site, and select Properties. Result: The Properties window appears. Installation and Maintenance Guide...
Page 352 Upgrading from SWCP Release 4.0 Standard 7.16 Click the HTTP Headers tab. Click MIME Types. Click New. In the Extension box, type .dic. In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound...
Page 353 October 2007 Upgrading from SWCP Release 4.0 Click OK. Click New. In the Extension box, type .eml In the MIME Type box, type application/octet-stream. Click New. In the Extension box, type .dat In the MIME Type box, type application/octet-stream. Click OK. Click Apply to save the changes.
Page 354 On the right side of the IIS Window, click the Extended tab if it is not already open. Select Active Server Pages. Click Allow (if Active Server Pages are not already allowed). Close the Internet Information Services (IIS) Manager window. Contact Center Multimedia/Outbound...
Page 355: Step 10. Verify The Multimedia Database Installation
Verifying the Web services On the Multimedia/Outbound Server, open Internet Explorer. Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: A Web page appears, indicating successful verification of the Web services. If the Web page does not appear, contact your Nortel technical support prime. Installation and Maintenance Guide...
Page 356: Step 11. Other Postinstallation Tasks
Center Multimedia Server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1271. What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 12. “Check the requirements for each client” on page 358. Contact Center Multimedia/Outbound...
Page 357: Section D: Client Configuration
October 2007 Upgrading from SWCP Release 4.0 Section D: Client configuration In this section Step 12. Check the requirements for each client Step 13. Install .NET Framework on clients Step 14. Configure access to client applications Installation and Maintenance Guide...
Page 358: Step 12. Check The Requirements For Each Client
Web communications. From a client, supervisors or administrators can open the Outbound Campaign Management Tool from the Contact Center Manager Administrator to create outbound campaigns and load them to the Contact Center Multimedia/Outbound server for execution. Requirements Before you work with the clients, follow the steps in this section to make sure you have the required information and materials for using the clients.
Page 359 Check that you have the following hardware (see the Contact Center Planning and Engineering Guide for more complete details): Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements: ❑ Intel Pentium III 733 MHz CPU ❑...
Page 360 Microsoft .NET Framework 1.1 with service pack 1 (See Step 13. “Install .NET Framework on clients” on page 361) ❑ CCMM_Security_Policy.msi (See Step 14. “Configure access to client applications” on page 363”) ❑ Internet Explorer 5.5 or later Contact Center Multimedia/Outbound...
Page 361: Step 13. Install .Net Framework On Clients
October 2007 Upgrading from SWCP Release 4.0 Step 13. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Contact Center Agent Desktop application or the Outbound Campaign Management Tool.
Page 362 When the installation is complete, click OK. On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1. Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1. When the installation is complete, click OK. Contact Center Multimedia/Outbound...
Page 363: Step 14. Configure Access To Client Applications
CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator. Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com.
Page 364 Upgrading from SWCP Release 4.0 Standard 7.16 SMS, recommended by Nortel, to install the msi file on multiple clients Windows group policy to install the .msi file on multiple clients If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network...
Page 365 October 2007 Upgrading from SWCP Release 4.0 Verify that you see Code Groups named CCMM, SHDocVw, and xceed. What is next? Begin configuring the other components required for routing Multimedia contacts. For more information, see Step 15. “Configure phonesets on the switch for each agent”...
Page 366 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 367: Section E: External Component Configuration
October 2007 Upgrading from SWCP Release 4.0 Section E: External component configuration In this section Step 15. Configure phonesets on the switch for each agent Step 16. Create a Windows user for each agent Step 17. Configure the e-mail server Installation and Maintenance Guide...
Page 368: Step 15. Configure Phonesets On The Switch For Each Agent
Dialed Number (DN) key is created on the contact center agent phoneset. ❑ Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys. AST can only be configured on a maximum of two keys. Contact Center Multimedia/Outbound...
Page 369 October 2007 Upgrading from SWCP Release 4.0 CS 1000/Meridian 1 for the agent Done ❑ Ensure that the Meridian Link Unsolicited Status Message (USM) group (IAPG option) is enabled. Installation and Maintenance Guide...
Page 370: Step 16. Create A Windows User For Each Agent
Enter and confirm the user password, and then click Next. Tip: A Microsoft Exchange e-mail mailbox for users is not required by Contact Center Multimedia, however, you can create a mailbox for the agent depending on your user requirements. Review the user details.
Page 371: Step 17. Configure The E-Mail Server
Symposium Web Center Portal 4.0, no further configuration is required on the e-mail server. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption.
Page 372 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 373: Section F: Database Upgrade
October 2007 Upgrading from SWCP Release 4.0 Section F: Database upgrade In this section Step 18. Stop the Multimedia services Step 19. Back up the Contact Center database Step 20. Install and configure the Sybase ODBC driver Step 21. Migrate the SWCP 4.0 database to the CCMM server Step 22.
Page 374: Step 18. Stop The Multimedia Services
Before you run the conversion from the Symposium Web Center Portal 4.0, you must stop the services Stopping the services On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.
Page 375: Step 19. Back Up The Contact Center Database
Upgrading from SWCP Release 4.0 Step 19. Back up the Contact Center database You must back up of the Contact Center Multimedia database to preserve the Contact Center Multimedia 6.0 database if the migration of the Symposium Web Center Portal database migration fails.
Page 376 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears. Click Backup. Result: The Backup CCMM Database window appears. Beside Backup to, select your backup location, Network or Tape. Contact Center Multimedia/Outbound...
Page 377 October 2007 Upgrading from SWCP Release 4.0 In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. THEN you are in the Database box, browse to X:\folder name on the backing up to network share\.
Page 378 Click Close. When you make a correction, back up the database and attachment folders again. Close the Multimedia Administrator application. Contact Center Multimedia/Outbound...
Page 379: Step 20. Install And Configure The Sybase Odbc Driver
Step 20. Install and configure the Sybase ODBC driver The Sybase ODBC driver must be installed on the Contact Center Multimedia/ Outbound server so that the Migration utility can access the Symposium Web Center Portal 4.0 Sybase Database and migrate it to the Caché database.
Page 380 Upgrading from SWCP Release 4.0 Standard 7.16 Click the Advanced tab. Click Environment Variables. Result: The Environment Variables window appears. Contact Center Multimedia/Outbound...
Page 381 October 2007 Upgrading from SWCP Release 4.0 Under System variables, click New. Result: The New System Variable window appears. In the Variable Name box, type JAVA_COMPILER. In the Variable Value box, type NONE. Click OK. Log off of Windows, and then log back on. Installing the Sybase ODBC driver Insert the DVD into the DVD drive.
Page 382 Click Customized Install, and then click Next. Result: The Choose Directory window appears. Type the installation directory for the ODBC Driver. The directory is X:\sybase, where X is the drive on which you installed your Contact Center Multimedia software. Contact Center Multimedia/Outbound...
Page 383 October 2007 Upgrading from SWCP Release 4.0 Click Next. Result: The Component Selection window appears. Click Clear Selections to remove all components. Click the scroll bar and scroll down to select Sybase ASE ODBC Driver. Installation and Maintenance Guide...
Page 384 Result: You are asked to reboot your computer. Click Yes to reboot your computer. Log onto the server as administrator. Result: After the reboot, the Sybase ODBC driver installation restarts, and then configures your system. The installation is complete. Click OK. Contact Center Multimedia/Outbound...
Page 385 October 2007 Upgrading from SWCP Release 4.0 Creating a ODBC DSN On the Start menu, click All Programs > Administrative Tools > Data Sources ODBC. Click the System DSN tab. Result: The ODBC Data Source Administrator window appears. Click Add. Result: The Create New Data Source window appears.
Page 386 In the Database Name box, type SWCP_DB. Click Apply to save the changes. Click OK to close the dialog box. Tip: To test the ODBC connection to Symposium Web Center Portal 4.0, use the user ID SWCP_ADMIN and password $nortel$admin. Contact Center Multimedia/Outbound...
Page 387 The ODBC driver is created. Click OK. Restoring Environment variables After installing the Sybase ODBC driver, the Contact Center Multimedia Manager Client service and Contact Center Multimedia Outbound Scheduler service do not start because the path variable is modified by installing the Sybase ODBC driver.
Page 388 Upgrading from SWCP Release 4.0 Standard 7.16 Click the Advanced tab. Click Environment Variables. Result: The Environment Variables window appears. Contact Center Multimedia/Outbound...
Page 389 October 2007 Upgrading from SWCP Release 4.0 Under System variables, select the Path variable. Click Edit. Check if the following values are present as part of the variable: %JAVA_HOME%\bin\server;%JAVA_HOME%\bin\client; %JAVA_HOME%\lib If the values are not present, add them to the end. Tip: When appending to the Path variable, you must use a semicolon (;) between each value.
Page 390: Step 21. Migrate The Swcp 4.0 Database To The Ccmm Server
Symposium Web Center Portal 4.0 Database to the Contact Center Multimedia 6.0 database. Ensure that you have upgraded the SWCP 4.0 software to SU07. The migration utility cannot upgrade the database unless you are working with this release. Contact Center Multimedia/Outbound...
Page 391: Migrating The Database
Log on to the Contact Center Multimedia/Outbound server with local administrative privileges. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Database Migration. Result: The Contact Center Multimedia Migration Tool window appears.
Page 392 If the migration is stopped, when it is started again, the migration continues from the customer record where it was stopped. To stop the database migration In the Migration Utility window, click Stop Migration. Contact Center Multimedia/Outbound...
Page 393: Step 22. Copy The Inbound And Outbound Attachment Folders
Upgrading from SWCP Release 4.0 Step 22. Copy the inbound and outbound attachment folders Complete this step only if you are installing Contact Center Multimedia/ Outbound on a new server and you are using data from Symposium Web Center Portal Release 4.0.
Page 394: Step 23. Restart The Multimedia Services
Step 23. Restart the Multimedia services Restart the Multimedia services on the Multimedia server. Restarting the services On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.
Page 395 October 2007 Upgrading from SWCP Release 4.0 What is next? Configure the required elements in the Contact Center Manager Server. For more information, see Step 24. “Enable Open Queue” on page 398. Installation and Maintenance Guide...
Page 396 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 397: Section G: Contact Center Manager Server Configuration
October 2007 Upgrading from SWCP Release 4.0 Section G: Contact Center Manager Server configuration In this Section Step 24. Enable Open Queue Step 25. Ensure the CCT server is configured Installation and Maintenance Guide...
Page 398: Step 24. Enable Open Queue
Step 24. Enable Open Queue Open Queue is a licensed feature on Contact Center Manager Server. Open Queue must be enabled for Contact Center Multimedia/Outbound to route, create, read, and delete contacts in Contact Center Manager Server. Note: If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour.
Page 399 Upgrading from SWCP Release 4.0 To enable Open Queue On the Start menu of the Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility window appears.
Page 400 Upgrading from SWCP Release 4.0 Standard 7.16 Click the License Manager tab. Result: The following window appears. From the CCMS Optional Package list, select Open Queue. Continue with “Ensure the CCT server is configured” on page 401. Contact Center Multimedia/Outbound...
Page 401: Step 25. Ensure The Cct Server Is Configured
October 2007 Upgrading from SWCP Release 4.0 Step 25. Ensure the CCT server is configured You must ensure that the Communication Control Toolkit server is configured in the Contact Center Manager. In the Server Setup Configuration Utility window, click the CCT Server tab. If you are using a remote Communication Control Toolkit server, select the Use a remote CCT server check box.
Page 402 404 to configure additional resources on Contact Center Manager Administration. If you do not wish to configure additional phonesets, supervisors, agents, or route points, continue to Step 50. “Start the client applications,” on page 514 to start the client applications. Contact Center Multimedia/Outbound...
Page 403: Section H: Ccma Server Configuration
October 2007 Upgrading from SWCP Release 4.0 Section H: CCMA server configuration In this section Step 26. Refresh the Contact Center Manager Server Step 27. Create the agent phonesets Step 28. Create required multimedia skillsets Step 29. Remove redundant skillsets and agent assignments Step 30.
Page 404: Step 26. Refresh The Contact Center Manager Server
Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears. Contact Center Multimedia/Outbound...
Page 405 October 2007 Upgrading from SWCP Release 4.0 Enter your webadmin user ID and password in the boxes. Click Login. Result: The Contact Center Manager Administration main window appears Refreshing a server ATTENTION Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.
Page 406 Administration need to be refreshed. If there has been a feature change to the Contact Center Manager Server, the change is not reflected in each browser until it is refreshed. Click Yes. Result: The system refreshes the server in the system tree. Contact Center Multimedia/Outbound...
Page 407: Step 27. Create The Agent Phonesets
October 2007 Upgrading from SWCP Release 4.0 Step 27. Create the agent phonesets You must add and acquire each phoneset that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system.
Page 408 Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column. Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset. Contact Center Multimedia/Outbound...
Page 409 October 2007 Upgrading from SWCP Release 4.0 In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Note: Clear the Acquired check mark to deacquire the phoneset. Click in any other row in the table to save your action.
Page 410: Step 28. Create Required Multimedia Skillsets
Log on to the Contact Center Manager Administration. Click Configuration. Result: The Configuration window appears. In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources. Contact Center Multimedia/Outbound...
Page 411 If you want to give priority to the oldest call in the system, select Oldest. Note: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.
Page 412 Optionally, in the Comment box, type any comments you have about the skillset. Press tab to save your changes. For more information about creating networking skillsets, see the Contact Center Manager Administration online Help. Contact Center Multimedia/Outbound...
Page 413: Step 29. Remove Redundant Skillsets And Agent Assignments
October 2007 Upgrading from SWCP Release 4.0 Step 29. Remove redundant skillsets and agent assignments After migrating your data from Symposium Web Center Portal 4.0 to Contact Center Multimedia 6.0, you can remove redundant skillsets and agent-to-skillset assignments from your system. You can: unassign agents from the MM_Skillset delete the MM_Skillset used by Symposium Web Center Portal 4.0.
Page 414 From the Set all Skillsets to priority list, select Unassigned. Click Apply. Note: To unassign an individual agent from the skillset, from the Priority list for that agent, select Unassigned. Click Submit. Contact Center Multimedia/Outbound...
Page 415 October 2007 Upgrading from SWCP Release 4.0 Deleting a skillset Log into Contact Center Manager Administration. On the launchpad, click Configuration. Result: The Configuration window appears. In the system tree, click the + beside the server on which you wish to delete the skillset.
Page 416 Tip: To quickly locate a skillset, click a column header to sort the list according that column. For example, to sort by name, click the Skillset Name column. Press Delete on your keyboard. Result: A confirmation dialogue appears. Click Yes to confirm. Result: The skillset is deleted. Contact Center Multimedia/Outbound...
Page 417: Step 30. Create Supervisors And Agents
October 2007 Upgrading from SWCP Release 4.0 Step 30. Create supervisors and agents Supervisors review information about agents who report to them in the contact center. You must configure agents who handle Multimedia contacts the correct skillsets defined in Contact Center Manager Administration. Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only agents.
Page 418 On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears. Enter the following mandatory information about the agent: first name last name login ID Contact Center Multimedia/Outbound...
Page 419 October 2007 Upgrading from SWCP Release 4.0 primary supervisor call presentation threshold Enter any optional information about the agent (for example, title, department, or comments). Click Contact Types to display the list. Assign Contact Types to the agent by selecting the relevant check boxes. Click Skillsets to display the list.
Page 420: Step 31. Create Route Points
(route point), and Not Acquired appears in the Status column. Acquiring an Open Queue CDN (Route Point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. Contact Center Multimedia/Outbound...
Page 421 October 2007 Upgrading from SWCP Release 4.0 In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire. Note: Clear the Acquired check box to deacquire the Open Queue CDN (route point).
Page 422: Step 32. Configure The Sample Multimedia Scripts
Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts.
Page 423 October 2007 Upgrading from SWCP Release 4.0 WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays. c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.
Page 424 Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component.
Page 425 October 2007 Upgrading from SWCP Release 4.0 Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script. Installation and Maintenance Guide...
Page 426: Step 33. Add The Multimedia Server To Ccma For Reporting
Standard 7.16 Step 33. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new server. You must log on to Contact Center Manager Administration as the Web administrator.
Page 427 Upgrading from SWCP Release 4.0 On the Server menu, in the top left corner, click Add Server. In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. When you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.
Page 428 Contact Center Manager Server, then the first one assigned is used. Click Submit. On the Launchpad menu, click Log out. What is next? Configure the Communication Control Toolkit resources. For more information, see Step 34. “Import the agent phonesets to the TAPI database” on page 430. Contact Center Multimedia/Outbound...
Page 429: Section I: Cct Server Configuration
October 2007 Upgrading from SWCP Release 4.0 Section I: CCT server configuration In this section Step 34. Import the agent phonesets to the TAPI database Step 35. Configure the Contact Management Framework option Step 36. Import the contact center users into CCT Step 37.
Page 430: Step 34. Import The Agent Phonesets To The Tapi Database
Open a text editor (such as Notepad). Create a new text file called download.txt. Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server. On the Start menu, choose All Programs > Accessories >...
Page 431 October 2007 Upgrading from SWCP Release 4.0 from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears. Enter the name for the connection. Result: The Connect To dialog box appears. Installation and Maintenance Guide...
Page 432 In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears. Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears. Contact Center Multimedia/Outbound...
Page 433 October 2007 Upgrading from SWCP Release 4.0 At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Note: If the prompt is not present, continue to press Enter until the prompt appears.
Page 434 Upgrading from SWCP Release 4.0 Standard 7.16 Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. If you are prompted, enter the customer number for the switch. Result: The configuration application dialog box appears.
Page 435 CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.
Page 436 Upgrading from SWCP Release 4.0 Standard 7.16 Verifying the agent phonesets are imported correctly to the TAPI database Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click TN Table.
Page 437 October 2007 Upgrading from SWCP Release 4.0 b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d.
Page 438 In the Directory box, enter the directory number for the SCR DN. In the DN Type box, choose SCR. m. In the Key # box, enter 3. Click OK to exit the TN table. Click OK. Contact Center Multimedia/Outbound...
Page 439: Step 35. Configure The Contact Management Framework Option
Configuring the Communication Control Toolkit Console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation.
Page 440 Upgrading from SWCP Release 4.0 Standard 7.16 On the File menu, choose Add/Remove snap-in. Result: The Add/Remove snap-in dialog box appears. Click Add. Result: The Add Standalone snap-in dialog box appears, containing a list of all available MMC snap-ins. Contact Center Multimedia/Outbound...
Page 441 October 2007 Upgrading from SWCP Release 4.0 Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears. Select the computer that the NCCT Admin snap-in is to manage. Installation and Maintenance Guide...
Page 442 Standard 7.16 Click Finish. Result: The Add Standalone Snap-in dialog box appears. Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console. Click Close to close the Add Standalone Snap-in dialog box. Contact Center Multimedia/Outbound...
Page 443 October 2007 Upgrading from SWCP Release 4.0 Click OK. Result: The following window appears. Configuring the Contact Management Framework Open the NCCT 6.0 Console on the Communication Control Toolkit server. On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server.
Page 444 Manager Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT Console, expand NCCT Maintenance. Contact Center Multimedia/Outbound...
Page 445 To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown Result: The Contact Center Manager Server Shutdown utility window appears.
Page 446 Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup Result: The Contact Center - Manager Server Startup Utility window appears.
Page 447: Step 36. Import The Contact Center Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 448 Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.
Page 449 October 2007 Upgrading from SWCP Release 4.0 On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available Importing Tools appear. Installation and Maintenance Guide...
Page 450 Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users. Click OK. Result: You are prompted with a notification that all selected users are imported. Click OK. Contact Center Multimedia/Outbound...
Page 451: Step 37. Import The Terminals And Addresses Into Cct
Upgrading from SWCP Release 4.0 Step 37. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.
Page 452 Upgrading from SWCP Release 4.0 Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 453 October 2007 Upgrading from SWCP Release 4.0 Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 454 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 455 October 2007 Upgrading from SWCP Release 4.0 Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear. Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa.
Page 456: Step 38. Import The Windows Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Service (if installed) Nortel RSH Daemon (if installed) To stop the services a. Click Start > Administrative Tools > Services.
Page 457 Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Expand NCCT Admin.
Page 458 In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All. Click Add. Result: The selected users appear under Selected Users. Click Apply. Click OK. Contact Center Multimedia/Outbound...
Page 459: Step 39. Import The Agent Workstations Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 460 Upgrading from SWCP Release 4.0 Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 461 October 2007 Upgrading from SWCP Release 4.0 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 462 Result: The Import Work Stations Properties dialog box appears. Press the CTRL key, and select the workstations. Click Add. Result: The required workstations are added to the Selected Workstations list. Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database. Contact Center Multimedia/Outbound...
Page 463: Step 40. Map Terminals To Workstations (Optional)
October 2007 Upgrading from SWCP Release 4.0 Step 40. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Mapping a terminal to a workstation On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.
Page 464 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 465 October 2007 Upgrading from SWCP Release 4.0 Click the Workstation Maps tab. Result: The Workstation Maps page appears. Select the appropriate workstations in Available WorkStations. Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box. Click OK.
Page 466: Step 41. Map Users To Addresses, Terminals, And Contact Center Users
Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working Contact Center Multimedia/Outbound...
Page 467 October 2007 Upgrading from SWCP Release 4.0 Mapping a user to an address and address groups On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected. Installation and Maintenance Guide...
Page 468 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click the user to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 469 October 2007 Upgrading from SWCP Release 4.0 Click the Address Maps tab. Result: The Address Maps page appears. Select the appropriate addresses and address groups from Available Addresses and Address Groups. Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.
Page 470 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click the user you want to configure. Result: The New User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 471 October 2007 Upgrading from SWCP Release 4.0 Click the Terminal Maps tab. Result: The Terminal Maps page appears. Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups. Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.
Page 472 Upgrading from SWCP Release 4.0 Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 473 What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications information required, based on your license. Go to Step 42. “Understand the new contact types” on page 476.
Page 474 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 475: Section J: Contact Type Configuration
October 2007 Upgrading from SWCP Release 4.0 Section J: Contact type configuration In this section Step 42. Understand the new contact types Step 43. Log on to the Multimedia Administrator Step 44. Start the configuration tool Step 45. Review migrated mailboxes and rules Step 46.
Page 476: Step 42. Understand The New Contact Types
Upgrading from SWCP Release 4.0 Standard 7.16 Step 42. Understand the new contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications.
Page 477 October 2007 Upgrading from SWCP Release 4.0 the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact an Agent Desktop interface for agents to respond efficiently to customers...
Page 478 The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e- mail server.
Page 479 October 2007 Upgrading from SWCP Release 4.0 Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. A text chat session is a two-way conversation between an agent and a customer.
Page 480: Step 43. Log On To The Multimedia Administrator
Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types. Logging on to the Multimedia Administrator On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 481 Upgrading from SWCP Release 4.0 Click OK. Result: The Contact Center Multimedia/Outbound Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, the Getting Started screen appears on top of the Multimedia Administrator window.
Page 482: Step 44. Start The Configuration Tool
Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different. Contact Center Multimedia/Outbound...
Page 483 October 2007 Upgrading from SWCP Release 4.0 Click Begin. Result: The Skillset Settings window appears. Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed.
Page 484 Upgrading from SWCP Release 4.0 Standard 7.16 Select the first skillset you use to route multimedia contacts. Click Edit. If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears: Contact Center Multimedia/Outbound...
Page 485 October 2007 Upgrading from SWCP Release 4.0 In the Route Point list, select the route point that you want to assign to the skillset. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset. Repeat steps 1–4 for each skillset required.
Page 486 Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable). Contact Center Multimedia/Outbound...
Page 487 October 2007 Upgrading from SWCP Release 4.0 You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.
Page 488 Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases. Contact Center Multimedia/Outbound...
Page 489 October 2007 Upgrading from SWCP Release 4.0 Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.
Page 490 Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.” Contact Center Multimedia/Outbound...
Page 491 On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (post- Windows 2000) in the Mailbox Name box.
Page 492 Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 486. Contact Center Multimedia/Outbound...
Page 493 October 2007 Upgrading from SWCP Release 4.0 Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference. Modifying the system default rule The system default rule is used one of two ways: If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox.
Page 494 From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears. Contact Center Multimedia/Outbound...
Page 495 October 2007 Upgrading from SWCP Release 4.0 b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The auto- signature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the auto- signature contains corporate disclaimer information and must be in fixed-width font.
Page 496 To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail. Contact Center Multimedia/Outbound...
Page 497 October 2007 Upgrading from SWCP Release 4.0 When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: Delivery Failure Undeliverable...
Page 498 To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the online Help. Select the check box This Rule will close the Contact if you want the rule to close the contact. Contact Center Multimedia/Outbound...
Page 499 October 2007 Upgrading from SWCP Release 4.0 Click Save. Result: The System Delivery Failure Rule window and the New Recipient windows close. The Rules window appears. Viewing the sequence and status of the rules In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.
Page 500 Upgrading from SWCP Release 4.0 Standard 7.16 Click OK to close the Getting Started window. You can return to the Getting started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started. Contact Center Multimedia/Outbound...
Page 501: Step 45. Review Migrated Mailboxes And Rules
Step 45. Review migrated mailboxes and rules All mailboxes that are migrated from Symposium Web Center Portal 4.0 are created in Contact Center Multimedia 6.0 with a default rule assigned to each one. This default rule routes incoming e-mail contacts to the default e-mail skillset.
Page 502: Step 46. Update The E-Mail Manager Service
CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service.
Page 503 October 2007 Upgrading from SWCP Release 4.0 Verifying the License Manager and Starter services are started On the Windows Start menu, click All Programs > Administrative Tools > Services. Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.
Page 504 In the Startup Type list, select Manual. Click Apply. Click OK. Starting the E-mail Manager service In the Windows Services Control Panel, right-click CCMM E-mail Manager service, and then click Start. Close the Windows Services Control Panel. Contact Center Multimedia/Outbound...
Page 505: Step 47. Reassign The Contacts
October 2007 Upgrading from SWCP Release 4.0 Step 47. Reassign the contacts Supervisors must reassign transactions left in the database from Symposium Web Center Portal database that are in the pending state to agents in Contact Center 6.0. What is next? Finish configuring the Administrators, and then begin running the client applications.
Page 506 Upgrading from SWCP Release 4.0 Standard 7.16 Contact Center Multimedia/Outbound...
Page 507: Section K: Agent Configuration
October 2007 Upgrading from SWCP Release 4.0 Section K: Agent configuration In this section Step 48. Configure the administrators Step 49. Configure hotdesking (optional) Step 50. Start the client applications Installation and Maintenance Guide...
Page 508: Step 48. Configure The Administrators
Upgrading from SWCP Release 4.0 Standard 7.16 Step 48. Configure the administrators Nortel recommends that you now change the default password from what is published in this guide. Any administrator can change all of the configuration properties in the Multimedia Administrator application.
Page 509 October 2007 Upgrading from SWCP Release 4.0 Click Edit. Result: The Edit Administrator window appears. Click Reset Password. Result: The Password Reset window appears. The default user login ID is appears dimmed so that you cannot change it. In the New Password box, type the password for the administrator. In the Confirm Password box, type the password again to confirm it.
Page 510: Step 49. Configure Hotdesking (Optional)
The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Contact Center Multimedia/Outbound...
Page 511 Double-click Agent Desktop Configuration. Under Hot-Desking, select the Enabled check box. Click Save. To configure the pop up window for a Citrix environment In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Installation and Maintenance Guide...
Page 512 You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide. Contact Center Multimedia/Outbound...
Page 513 October 2007 Upgrading from SWCP Release 4.0 Installation and Maintenance Guide...
Page 514: Step 50. Start The Client Applications
Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server. Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail, and Web communications).
Page 515 Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: Install and configure the Contact Center Multimedia server. Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.
Page 516 Click Access and Partition Management. In the Access and Partition Management component, choose View/Edit > User Administration. Select the user from the list in the system tree. In the right pane, click Basic Access Rights. Select the Outbound component. Click Submit. Contact Center Multimedia/Outbound...
Page 517 October 2007 Upgrading from SWCP Release 4.0 Starting the Outbound Campaign Management Tool On the Contact Center Manager Administration launchpad, click Outbound. Result: The Outbound window appears. Installation and Maintenance Guide...
Page 518 Upgrading from SWCP Release 4.0 Standard 7.16 On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears. See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.
Page 519: Upgrading Licenses In Your Current Installation
C h a p t e r 6 Upgrading licenses in your current installation In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Postinstallation Section D: CCMA server configuration Section E: CCT server configuration Section F: Contact type configuration Section G: Installing the external Web server Section H: Agent configuration Installation and Maintenance Guide...
Page 520: Overview
Contact Center, you must follow the installation steps in this chapter. If you are moving the Contact Center Multimedia to a new server, your new server must follow the requirements for the Contact Center Multimedia server in the Contact Center Multimedia Technical Requirements and Operating System Configuration guide, and see Chapter 7, “Migrating Contact Center 6.0 to a new...
Page 521 Contact Center Multimedia/Outbound 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). ❑...
Page 522 Upgrading licenses in your current installation Standard 7.16 Contact Center Multimedia/Outbound...
Page 523: Section A: Preinstallation
October 2007 Upgrading licenses in your current installation Section A: Preinstallation In this section Step 1. Read the prerequisite documentation and check for updates Step 2. Upgrade the License file Installation and Maintenance Guide...
Page 524: Step 1. Read The Prerequisite Documentation And Check For Updates
Standard 7.16 Step 1. Read the prerequisite documentation and check for updates Before you upgrade the licenses for the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following:...
Page 525: Step 2. Upgrade The License File
Upgrading licenses in your current installation Step 2. Upgrade the License file Nortel recommends that you install the License Manager on the server where Contact Center Manager Server application is installed. You can use the License Manager Configuration window to change the license file.
Page 526 Result: The following dialog box appears. Click OK to close the dialog box. What is next? Continue with installing updates to the Contact Center Multimedia/Outbound server software. For more information, see Step 3. “Install any Multimedia/ Outbound service updates” on page 528.
Page 527: Section B: Installation
October 2007 Upgrading licenses in your current installation Section B: Installation In this section Step 3. Install any Multimedia/Outbound service updates Installation and Maintenance Guide...
Page 528: Step 3. Install Any Multimedia/Outbound Service Updates
Before installing any service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
Page 529: Section C: Postinstallation
October 2007 Upgrading licenses in your current installation Section C: Postinstallation In this section Step 4. Configure the shared inbound and outbound attachment folders Step 5. Configure access to client applications Step 6. Configure the e-mail server Installation and Maintenance Guide...
Page 530: Step 4. Configure The Shared Inbound And Outbound Attachment Folders
(called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared for the CCMMOPSUSR and IUSR_<Servername>. Contact Center Multimedia/Outbound...
Page 531 Setting up the inbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Inbound.
Page 532 Click Permissions. Result: The Permissions for inboundattachment window appears. Click Add. Click Locations. In the Locations window, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR.
Page 533 October 2007 Upgrading licenses in your current installation Click Check Names to verify that the user name exists on the local computer. Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR).
Page 534 <Servername> is the name of the Multimedia server. Click OK. Select the Internet Guest Account (IUSR_<Servername> account). Allow Full Control permissions for the Internet Guest Account. Click Apply. Select the Everyone default account. Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound...
Page 535 October 2007 Upgrading licenses in your current installation In the Enter the object name to select box, type SYSTEM. Click Check Names to verify that the user name exists on the local computer. Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.
Page 536 SYSTEM. Select the check box under Allow and beside Full Control. Click Apply to save the changes to permissions for this folder. Click OK to complete the setup of the Inbound Attachments security. Contact Center Multimedia/Outbound...
Page 537 Setting up the outbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Outbound.
Page 538 Upgrading licenses in your current installation Standard 7.16 In the Locations box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 539 October 2007 Upgrading licenses in your current installation Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Installation and Maintenance Guide...
Page 540 Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply to save the changes to permissions for this folder. Click OK. Contact Center Multimedia/Outbound...
Page 541 October 2007 Upgrading licenses in your current installation On the Outbound Properties dialog box, click Security. Click Add to add a new user. Click Locations. In the Locations window, select the server name from the list. Click OK. In the Enter the object names to select box, type CCMMOPSUSR. Click OK.
Page 542 SYSTEM. Select the check box under Allow and beside Full Control. Click Apply to save the changes to permissions for this folder. Click OK to close the Outbound Properties box. Close Windows Explorer. Contact Center Multimedia/Outbound...
Page 543: Step 5. Configure Access To Client Applications
SMS, recommended by Nortel, to install the msi file on multiple clients Windows group policy to install the .msi file on multiple clients Note: If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network...
Page 544 To confirm that the security policy is applied on any client, perform the following check: On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Microsoft .Net Framework 1.1 Configuration. Expand Runtime Security Policy > Machine > Code Groups > All_Code. Contact Center Multimedia/Outbound...
Page 545 October 2007 Upgrading licenses in your current installation Verify that you see Code Groups named CCMM, SHDocVw, and xceed. Installation and Maintenance Guide...
Page 546: Step 6. Configure The E-Mail Server
Step 6. Configure the e-mail server If you are adding e-mail contact type, configure the e-mail server. If you are not adding the e-mail contact type to your Contact Center Multimedia application, continue with Step 7. “Create additional agent phonesets,” on page 548.
Page 547: Section D: Ccma Server Configuration
October 2007 Upgrading licenses in your current installation Section D: CCMA server configuration In this section Step 7. Create additional agent phonesets Step 8. Create additional multimedia skillsets Step 9. Create additional supervisors and agents Step 10. Create additional route points Step 11.
Page 548: Step 7. Create Additional Agent Phonesets
Log on to Contact Center Manager Administration. Click Configuration. Result: The Configuration window appears. On the system tree, double-click the server in Contact Center Manager Server to which you want to add the phoneset. The server expands to reveal its resources. Contact Center Multimedia/Outbound...
Page 549 October 2007 Upgrading licenses in your current installation Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears. In the Name box, type the name of the phoneset as you want it to appear in reports. In the Type box, select the type of terminal. In the Address box, type the address of the phoneset on the telephony server.
Page 550 Click in any other row in the table to save your action. The system acquires or deacquires the phoneset, and the status appears in the Status column. Note: Click Refresh Status to view the current status of the acquisition or de-acquisition. Contact Center Multimedia/Outbound...
Page 551: Step 8. Create Additional Multimedia Skillsets
October 2007 Upgrading licenses in your current installation Step 8. Create additional multimedia skillsets Use the following procedure to create a multimedia skillset. Repeat this procedure for every skillset you want to create. You must create skillsets for the contacts you are eligible to receive or send. You must have at least one skillset for each type of contact.
Page 552 If you want to give priority to the oldest call in the system, select Oldest. Tip: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.
Page 553 October 2007 Upgrading licenses in your current installation From the Out of Service Mode list, select a value to take the skillset offline and specify the service mode for the manual night service switch. Optionally, in the Comment box, type any comments you have about the skillset.
Page 554: Step 9. Create Additional Supervisors And Agents
If the supervisor must log on to the Contact Center Manager Administration server and use Contact Center Manager, enter a Contact Center Manager Administration user ID and password for the supervisor. Click Submit to save the new supervisor profile. Contact Center Multimedia/Outbound...
Page 555 October 2007 Upgrading licenses in your current installation Adding an agent Log on to the Contact Center Manager Administration. Click Contact Center Management. On the system tree, click the Contact Center Manager Server under which you want to add the agent. On the Contact Center Management menu bar, click Add >...
Page 556 Access and Partition Management). Click the Partitions drop-down heading. The list of partitions configured on the server appears. Click the check boxes beside the partitions to which you want to add the new agent. Click Submit to save your changes. Contact Center Multimedia/Outbound...
Page 557: Step 10. Create Additional Route Points
October 2007 Upgrading licenses in your current installation Step 10. Create additional route points Route points are used to assign a destination for the Multimedia contacts that are assigned to skillsets. If you add an Open Queue CDN (route point) you do not need to configure the CDN (route point) to the switch.
Page 558 Click in any other row in the table to submit/save your action. Result: The system acquires or deacquires the Open Queue CDN (route point), and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or deacquisition. Contact Center Multimedia/Outbound...
Page 559: Step 11. Configure Additional Sample Multimedia Scripts
Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts.
Page 560 Video contact_cbdate_cv Date call item 01/01 contact_cbtime_cv Time call item 00:00 callback_nextyear_cv String call contact_agent_cv AGENT_ID call item Any Agent contact_priority_cv PRIORITY call item contact_skillset_cv SKILLSET call item Any Skillset contact_queuetype_cv String call NOQUEUE Contact Center Multimedia/Outbound...
Page 561 Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component.
Page 562 What is next? Configure the Communication Control Toolkit resources. For more information, see Step 12. “Import additional agent phonesets to the TAPI database” on page 564. Contact Center Multimedia/Outbound...
Page 563: Section E: Cct Server Configuration
October 2007 Upgrading licenses in your current installation Section E: CCT server configuration In this section Step 12. Import additional agent phonesets to the TAPI database Step 13. Import additional contact center users into CCT Step 14. Import additional terminals and addresses into CCT Step 15.
Page 564: Step 12. Import Additional Agent Phonesets To The Tapi Database
Open a text editor (such as Notepad). Create a new text file called download.txt. Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server. On the Start menu, choose All Programs > Accessories >...
Page 565 October 2007 Upgrading licenses in your current installation from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears. Enter the name for the connection. Result: The Connect To dialog box appears. Installation and Maintenance Guide...
Page 566 In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears. Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears. Contact Center Multimedia/Outbound...
Page 567 October 2007 Upgrading licenses in your current installation At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Note: If the prompt is not present, continue to press Enter until the prompt appears.
Page 568 Upgrading licenses in your current installation Standard 7.16 Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. If you are prompted, enter the customer number for the switch. Result: The configuration application dialog box appears.
Page 569 CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.
Page 570 Upgrading licenses in your current installation Standard 7.16 Verifying the agent phonesets are imported correctly to the TAPI database Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click TN Table.
Page 571 October 2007 Upgrading licenses in your current installation b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d.
Page 572 In the Directory box, enter the directory number for the SCR DN. In the DN Type box, choose SCR. m. In the Key # box, enter 3. Click OK to exit the TN table. Click OK. Contact Center Multimedia/Outbound...
Page 573: Step 13. Import Additional Contact Center Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 574 Upgrading licenses in your current installation Standard 7.16 c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 575 October 2007 Upgrading licenses in your current installation On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available Importing Tools appear. Installation and Maintenance Guide...
Page 576 Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users. Click OK. Result: You are prompted with a notification that all selected users are imported. Click OK. Contact Center Multimedia/Outbound...
Page 577: Step 14. Import Additional Terminals And Addresses Into Cct
Upgrading licenses in your current installation Step 14. Import additional terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.
Page 578 Upgrading licenses in your current installation Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 579 October 2007 Upgrading licenses in your current installation Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 580 Upgrading licenses in your current installation Standard 7.16 Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 581 October 2007 Upgrading licenses in your current installation Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear. Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa.
Page 582: Step 15. Import Additional Windows Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Service (if installed) Nortel RSH Daemon (if installed) To stop the services a. Click Start > Administrative Tools > Services.
Page 583 Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Expand NCCT Admin.
Page 584 In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All. Click Add. Result: The selected users appear under Selected Users. Click Apply. Click OK. Contact Center Multimedia/Outbound...
Page 585: Step 16. Import Additional Agent Workstations Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 586 Upgrading licenses in your current installation Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 587 October 2007 Upgrading licenses in your current installation On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 588 Result: The Import Work Stations Properties dialog box appears. Press the CTRL key, and select the workstations. Click Add. Result: The required workstations are added to the Selected Workstations list. Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database. Contact Center Multimedia/Outbound...
Page 589: Step 17. Map Terminals To Workstations (Optional)
October 2007 Upgrading licenses in your current installation Step 17. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Mapping a terminal to a workstation On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.
Page 590 Upgrading licenses in your current installation Standard 7.16 Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 591 October 2007 Upgrading licenses in your current installation Click the Workstation Maps tab. Result: The Workstation Maps page appears. Select the appropriate workstations in Available WorkStations. Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box. Click OK.
Page 592: Step 18. Map Additional Users To The Cct Resources
Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working Contact Center Multimedia/Outbound...
Page 593 October 2007 Upgrading licenses in your current installation Mapping a user to an address and address groups On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected. Installation and Maintenance Guide...
Page 594 Upgrading licenses in your current installation Standard 7.16 Double-click the user to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 595 October 2007 Upgrading licenses in your current installation Click the Address Maps tab. Result: The Address Maps page appears. Select the appropriate addresses and address groups from Available Addresses and Address Groups. Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.
Page 596 Upgrading licenses in your current installation Standard 7.16 Double-click the user you want to configure. Result: The New User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 597 October 2007 Upgrading licenses in your current installation Click the Terminal Maps tab. Result: The Terminal Maps page appears. Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups. Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.
Page 598 Upgrading licenses in your current installation Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 599 What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications information required, based on your license. Go to Step 19. “Understand the new contact types” on page 602.
Page 600 Upgrading licenses in your current installation Standard 7.16 Contact Center Multimedia/Outbound...
Page 601: Section F: Contact Type Configuration
October 2007 Upgrading licenses in your current installation Section F: Contact type configuration In this section Step 19. Understand the new contact types Step 20. Log on to the Multimedia Administrator Step 21. Start the configuration tool Step 22. Update the E-mail Manager service Installation and Maintenance Guide...
Page 602: Step 19. Understand The New Contact Types
Step 19. Understand the new contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves...
Page 603 October 2007 Upgrading licenses in your current installation intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact an Agent Desktop interface for agents to respond efficiently to customers without need for a desktop e-mail client easy referencing of the thread of conversation between the customer and the agent...
Page 604 The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e- mail server.
Page 605 October 2007 Upgrading licenses in your current installation A text chat session is a two-way conversation between an agent and a customer. The exchange of messages is private to the customer and agent. Web-on-hold is a set of Web pages that appear in a customer Web browser while the customer waits for an agent to answer the contact.
Page 606: Step 20. Log On To The Multimedia Administrator
Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types. Logging on to the Multimedia Administrator On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 607 October 2007 Upgrading licenses in your current installation Click OK. The Contact Center Multimedia/Outbound Administrator window appears. To log off the Multimedia Administrator, click File > Exit. Installation and Maintenance Guide...
Page 608: Step 21. Start The Configuration Tool
Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different. Contact Center Multimedia/Outbound...
Page 609 October 2007 Upgrading licenses in your current installation Click Begin. Result: The Skillset Settings window appears. Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed.
Page 610 Upgrading licenses in your current installation Standard 7.16 Select the first skillset you use to route multimedia contacts. Click Edit. If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears: Contact Center Multimedia/Outbound...
Page 611 October 2007 Upgrading licenses in your current installation In the Route Point list, select the route point that you want to assign to the skillset. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset. Repeat steps 1–4 for each skillset required.
Page 612 Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable). Contact Center Multimedia/Outbound...
Page 613 October 2007 Upgrading licenses in your current installation You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.
Page 614 Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases. Contact Center Multimedia/Outbound...
Page 615 October 2007 Upgrading licenses in your current installation Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.
Page 616 Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.” Contact Center Multimedia/Outbound...
Page 617 On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (post- Windows 2000) in the Mailbox Name box.
Page 618 Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 612. Contact Center Multimedia/Outbound...
Page 619 October 2007 Upgrading licenses in your current installation Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference. Modifying the system default rule The system default rule is used one of two ways: If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox.
Page 620 From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears. Contact Center Multimedia/Outbound...
Page 621 October 2007 Upgrading licenses in your current installation b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The auto- signature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the auto- signature contains corporate disclaimer information and must be in fixed-width font.
Page 622 To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail. Contact Center Multimedia/Outbound...
Page 623 October 2007 Upgrading licenses in your current installation When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: Delivery Failure Undeliverable...
Page 624 To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the online Help. Select the check box This Rule will close the Contact if you want the rule to close the contact. Contact Center Multimedia/Outbound...
Page 625 October 2007 Upgrading licenses in your current installation Click Save. Result: The System Delivery Failure Rule window and the New Recipient windows close. The Rules window appears. Viewing the sequence and status of the rules In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.
Page 626 Upgrading licenses in your current installation Standard 7.16 Click OK to close the Getting Started window. You can return to the Getting started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started. Contact Center Multimedia/Outbound...
Page 627: Step 22. Update The E-Mail Manager Service
CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service.
Page 628 Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually. Contact Center Multimedia/Outbound...
Page 629 October 2007 Upgrading licenses in your current installation On the Windows Start menu, click All Programs > Administrative Tools > Services. Select the CCMM E-mail Manager service. Right-click on the service, and select Properties. Result: The Service Properties window appears. In the Startup Type list, select Manual.
Page 630 Upgrading licenses in your current installation Standard 7.16 Contact Center Multimedia/Outbound...
Page 631: Section G: Installing The External Web Server
October 2007 Upgrading licenses in your current installation Section G: Installing the external Web server In this section Step 23. Check the prerequisites for the Web server Step 24. Install the external Web server software Step 25. Configure your Web server Installation and Maintenance Guide...
Page 632: Step 23. Check The Prerequisites For The Web Server
You must configure and install the Web server software on the server where you develop your Web interface: not on a server that is for production, nor the server where your Contact Center Multimedia software and database is installed. Prerequisites Ensure you complete the following prerequisites before you install the external Web server software.
Page 633: Step 24. Install The External Web Server Software
Use the following steps to install the external Web server software on your development Web server. Log on to the server using the Local Administrator user ID and password. Insert the Nortel Contact Center Release 6.0 DVD into the DVD-ROM drive. Result: The Contact Center Welcome screen appears. Installation and Maintenance Guide...
Page 634 Read and understand the terms of the license agreement. If you accept the terms of the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Contact Center Installation Configuration window appears. Contact Center Multimedia/Outbound...
Page 635 In the CCMM Server Name box, type the host name of the server where the Contact Center Multimedia server software is installed. Note: You must specify the name of the Contact Center Multimedia server. In the SMTP Server Name box, type the host name of the Standard Mail Transfer Protocol (SMTP) server.
Page 636 Click Next. Result: The InstallShield dialog box appears for the update. View the installation location for your software, and then click Next. Note: You must accept the default installation location. Result: The Contact Center Installation Summary window appears. Contact Center Multimedia/Outbound...
Page 637 October 2007 Upgrading licenses in your current installation Review the details of the installation, and then click Install. Result: The following dialog box appears. The Apache Tomcat services stop and restart automatically. The InstallShield Wizard Completed dialog box appears. Click Finish. Installation and Maintenance Guide...
Page 638: Step 25. Configure Your Web Server
Map the production server in the Multimedia Administrator by doing the following: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. b. In the User ID box, type your user identification (for example, SysAdmin).
Page 639 October 2007 Upgrading licenses in your current installation e. In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia. Expand General Administration. g. Double-click Server Settings. Result: The Server Settings window appears. Installation and Maintenance Guide...
Page 640 Server Name: Type the name of the external Web server that customers can access for Web communications. Server Port: Type the port number for the external Web server that customers can access for Web communications. Click Save. Result: The Server Properties window closes. k. Click Close. Contact Center Multimedia/Outbound...
Page 641 October 2007 Upgrading licenses in your current installation What is next? Finish configuring the Administrators, and then begin running the client applications. For more information, continue with Step 24. “Install the external Web server software” on page 633. Installation and Maintenance Guide...
Page 642 Upgrading licenses in your current installation Standard 7.16 Contact Center Multimedia/Outbound...
Page 643: Section H: Agent Configuration
October 2007 Upgrading licenses in your current installation Section H: Agent configuration In this section Step 26. Configure hotdesking (optional) Step 27. Start the client applications Installation and Maintenance Guide...
Page 644: Step 26. Configure Hotdesking (Optional)
The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Contact Center Multimedia/Outbound...
Page 645 Double-click Agent Desktop Configuration. Under Hot-Desking, select the Enabled check box. Click Save. To configure the pop up window for a Citrix environment In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Installation and Maintenance Guide...
Page 646 You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide. Contact Center Multimedia/Outbound...
Page 647 October 2007 Upgrading licenses in your current installation Installation and Maintenance Guide...
Page 648: Step 27. Start The Client Applications
Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server. Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail, and Web communications).
Page 649 Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: Install and configure the Contact Center Multimedia server. Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.
Page 650 Click Access and Partition Management. In the Access and Partition Management component, choose View/Edit > User Administration. Select the user from the list in the system tree. In the right pane, click Basic Access Rights. Select the Outbound component. Click Submit. Contact Center Multimedia/Outbound...
Page 651 October 2007 Upgrading licenses in your current installation Starting the Outbound Campaign Management Tool On the Contact Center Manager Administration launchpad, click Outbound. Result: The Outbound window appears. Installation and Maintenance Guide...
Page 652 Upgrading licenses in your current installation Standard 7.16 On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears. See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.
Page 653: Migrating Contact Center 6.0 To A New Server
C h a p t e r 7 Migrating Contact Center 6.0 to a new server In this chapter Overview Section A: Source server requirements Section B: Preinstallation Section C: Installation Section D: Postinstallation Section E: Client configuration Section F: External component configuration Section G: Contact Center Manager server configuration Section H: CCMA server configuration Section I: CCT server configuration...
Page 654: Overview
Overview This chapter describes the procedures required to move your contact center data from one Contact Center Multimedia Release 6.0 server to a new server. Before you install the Contact Center Multimedia software on the new server, you must ensure your new hardware meets the specification of the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.
Page 655 ❑ The Installer’s Road map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer 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.
Page 656 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 657: Section A: Source Server Requirements
October 2007 Migrating Contact Center 6.0 to a new server Section A: Source server requirements In this section Step 1. Back up your Contact Center Multimedia database Installation and Maintenance Guide...
Page 658: Step 1. Back Up Your Contact Center Multimedia Database
Perform the following tasks on the original database: In the last period of operation of the Contact Center Multimedia release 6.0 system, complete and close as many contacts as possible. Archive all data that you do not want to migrate to the new database. For more information about archiving the current database, see Chapter 17, “Archiving and restoring data.”...
Page 659 October 2007 Migrating Contact Center 6.0 to a new server On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears. Under each of the following services, click Stop.
Page 660 Select the Share this folder option. e. Add a description (optional). Leave the User Limit at Maximum allowed. g. Click Permissions. h. Click Add. Give full permissions to the account that you are using to connect to the Multimedia servers. Contact Center Multimedia/Outbound...
Page 661 Click Apply. e. Click OK. Click OK to close the Properties window. On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive. c. In the Drive box, select an unused drive letter.
Page 662 1 GB of data from the Multimedia database. To back up the database On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 663 October 2007 Migrating Contact Center 6.0 to a new server Click Backup. Result: The Backup CCMM Database window appears. Beside Backup to, select your backup location, Network or Tape. In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name.
Page 664 Click Close. After you make a correction, back up the database and attachment folders again. Close the Administrator application. Contact Center Multimedia/Outbound...
Page 665 October 2007 Migrating Contact Center 6.0 to a new server What is next? Install and configure the software on your new Contact Center Multimedia server. See Step 2. “Review the preinstallation instructions” on page 668. Installation and Maintenance Guide...
Page 666 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 667: Section B: Preinstallation
October 2007 Migrating Contact Center 6.0 to a new server Section B: Preinstallation In this section Step 2. Review the preinstallation instructions Step 3. Read the prerequisite documentation and check for updates Step 4. Install your remote support access tool Installation and Maintenance Guide...
Page 668: Step 2. Review The Preinstallation Instructions
Migrating Contact Center 6.0 to a new server Standard 7.16 Step 2. Review the preinstallation instructions Before you perform a new installation of the Contact Center Multimedia/ Outbound software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.
Page 669: Step 3. Read The Prerequisite Documentation And Check For Updates
Migrating Contact Center 6.0 to a new server Step 3. Read the prerequisite documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, you must check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following:...
Page 670: Step 4. Install Your Remote Support Access Tool
Standard 7.16 Step 4. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required.
Page 671 For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere. To install pcAnywhere Log on to the Contact Center Multimedia/Outbound server as the local administrator. Insert the Nortel Contact Center DVD into the server.
Page 672 Result: The Ready to Install the Program window appears. Click Install. Result: The installation program installs the software. When it is finished, the LiveUpdate window appears. Click Next. Result: The installation program installs any updates. Click Finish when the updates are installed. Contact Center Multimedia/Outbound...
Page 673 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example Nortel support personnel and distributors).
Page 674 Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm. On the pcAnywhere manager (left side), select the Hosts option. Contact Center Multimedia/Outbound...
Page 675 October 2007 Migrating Contact Center 6.0 to a new server On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method window appears. Select I want to use cable modem/DSL/LAN/dial-up Internet ISP. Click Next. Result: The Connection Wizard - Authentication Type window appears.
Page 676 NGenDist. In the Password box, type the password for the caller account. In the Enter the password again box, type the same password again. Contact Center Multimedia/Outbound...
Page 677 October 2007 Migrating Contact Center 6.0 to a new server Click Next. Result: The Connection Wizard - Summary window appears. Review the Summary. Click Finish. Result: The Hosts window reappears with the new account selected. Type a custom name for this account to identify it in the list of caller accounts.
Page 678 Migrating Contact Center 6.0 to a new server Standard 7.16 Right-click the account name, and click Properties. Result: The Host Properties: <account name> window appears. Contact Center Multimedia/Outbound...
Page 679 October 2007 Migrating Contact Center 6.0 to a new server Click the Settings tab. Select Launch with Windows and Run minimized. Click the Callers tab. Installation and Maintenance Guide...
Page 680 Result: The Caller Properties window appears. Click the Privileges tab. Click Superuser. Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to the IDs. Contact Center Multimedia/Outbound...
Page 681 October 2007 Migrating Contact Center 6.0 to a new server Click the Security Options tab. Under Session options, ensure the Session options are set to Host and Remote. Under Login options, ensure Limit login attempts per call and Limit time to complete login are checked and set to 3.
Page 682 If you forget the password, you cannot change any settings. Click OK to save all pcAnywhere Host settings. Optionally, repeat steps 2 to 30 to create another caller account of your choice. Close the Symantec pcAnywhere window. Contact Center Multimedia/Outbound...
Page 683 October 2007 Migrating Contact Center 6.0 to a new server Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure.
Page 684 For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com. What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 5. “Install the Multimedia/Outbound server software” on page 686.
Page 685: Section C: Installation
October 2007 Migrating Contact Center 6.0 to a new server Section C: Installation In this section Step 5. Install the Multimedia/Outbound server software Step 6. Install the Multimedia/Outbound service updates Installation and Maintenance Guide...
Page 686: Step 5. Install The Multimedia/Outbound Server Software
Standard 7.16 Step 5. Install the Multimedia/Outbound server software Follow the procedures in this section to install the Contact Center Multimedia/ Outbound server. Note: The Contact Center Multimedia/Outbound installation contains all components, but you can see only the components for which you are licensed.
Page 687 October 2007 Migrating Contact Center 6.0 to a new server Installing the Multimedia server Insert the Nortel Contact Center DVD into the DVD drive. Select Contact Center Multimedia/Outbound. Installation and Maintenance Guide...
Page 688 Standard 7.16 Click Install. Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation. Result: The Welcome window appears. Contact Center Multimedia/Outbound...
Page 689 October 2007 Migrating Contact Center 6.0 to a new server Click Next. Result: The License Agreement window appears. Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears. Installation and Maintenance Guide...
Page 690 Note: When you select the CCMM Server, you install the following components: Contact Center Multimedia (CCMM) database Contact Center Multimedia (CCMM) services and utilities Contact Center Multimedia (CCMM) Database Migration utility Contact Center Agent Desktop client Contact Center Outbound Campaign Manager Tool client...
Page 691 October 2007 Migrating Contact Center 6.0 to a new server installing the Redundancy server, see Chapter 8, “Installing the Standby server.” Result: The Multimedia Server Configuration window appears. Enter the host names for the following servers: Note: The following four server names must be entered. Use the information documented in the Installer’s Road Map.
Page 692 Multimedia server database, and then click Next. Note: Nortel recommends that you: Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F. Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.
Page 693 October 2007 Migrating Contact Center 6.0 to a new server After you select a drive, you can click Space to verify the amount of disk space on the selected drive. Note: If the installation program detects that you have not met the disk and disk space requirements, you are asked to change the drives.
Page 694 Migrating Contact Center 6.0 to a new server Standard 7.16 Review the information on the Installation Summary section of this window, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed window appears. Click Finish.
Page 695: Step 6. Install The Multimedia/Outbound Service Updates
Before installing the service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
Page 696 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 697: Section D: Postinstallation
Step 8. Configure the shared inbound and outbound attachment folders Step 9. Configure Internet Information Services (IIS) Step 10. Verify the Multimedia database installation Step 11. Restore the Contact Center Multimedia/Outbound data Step 12. Other postinstallation tasks Installation and Maintenance Guide...
Page 698: Step 7. Provide Local Users With Log On As A Service Right
Standard 7.16 Step 7. Provide local users with Log on as a Service right You must configure two user types to access Contact Center Multimedia/ Outbound software. These user types are: CCMMOPSUSR —The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder.
Page 699 October 2007 Migrating Contact Center 6.0 to a new server Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane. Double-click Log on as a Service. Result: The Log on as a service Properties window appears. Click Add User or Group.
Page 700 Migrating Contact Center 6.0 to a new server Standard 7.16 In the Locations window, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 701 October 2007 Migrating Contact Center 6.0 to a new server Click Users. Right-click CCMMOPSUSR, and then click Properties. Installation and Maintenance Guide...
Page 702 Migrating Contact Center 6.0 to a new server Standard 7.16 On the General tab, select the check box Password Never Expires. Click OK. Contact Center Multimedia/Outbound...
Page 703: Step 8. Configure The Shared Inbound And Outbound Attachment Folders
October 2007 Migrating Contact Center 6.0 to a new server Step 8. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 10. “Verify the Multimedia database installation” on page 725.
Page 704 Setting up the inbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Inbound.
Page 705 Click Permissions. Result: The Permissions for inboundattachment window appears. Click Add. Click Locations. In the Locations window, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR.
Page 706 Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Contact Center Multimedia/Outbound...
Page 707 October 2007 Migrating Contact Center 6.0 to a new server Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Click OK. Select the Internet Guest Account (IUSR_<Servername> account). Allow Full Control permissions for the Internet Guest Account.
Page 708 Result: The permissions for the inboundattachment window appears and the user is added to the list of users. Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. On the Inbound Properties dialog box, click Security. Contact Center Multimedia/Outbound...
Page 709 October 2007 Migrating Contact Center 6.0 to a new server Click Add to add a new user. Click Locations. In the Locations window, select the Multimedia server name from the list. Click OK to close the Locations box. In the Enter the object names to select box, type CCMMOPSUSR. Click OK.
Page 710 Setting up the outbound attachment shared location Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database. Locate the folder Outbound.
Page 711 October 2007 Migrating Contact Center 6.0 to a new server In the Locations box, select the Contact Center Multimedia server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Click Check Names to verify that the user name exists on the local computer.
Page 712 Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR). Click Apply. Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server. Contact Center Multimedia/Outbound...
Page 713 October 2007 Migrating Contact Center 6.0 to a new server Click OK. Select the Internet Guest account (IUSER_<Servername> account). Allow Full Control for the Internet Guest account. Click Apply. Select the Everyone default account. Remove all permissions granted to the Everyone account. Click Apply to save the changes to permissions for this folder.
Page 714 Select the SYSTEM user account. Select the check box under Allow and beside Full Control. Click Apply. Click OK. On the Outbound Properties dialog box, click Security. Click Add to add a new user. Contact Center Multimedia/Outbound...
Page 715 October 2007 Migrating Contact Center 6.0 to a new server Click Locations. In the Locations window, select the Redundancy server name from the list. Click OK. In the Enter the object names to select box, type CCMMOPSUSR. Click OK. For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.
Page 716: Step 9. Configure Internet Information Services (Iis)
Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites. Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed. Contact Center Multimedia/Outbound...
Page 717 October 2007 Migrating Contact Center 6.0 to a new server Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears. Click the Directory Security tab. Installation and Maintenance Guide...
Page 718 Under Authentication and access control, click Edit. Result: The Authentication Methods window appears. Update the User name and Password fields: Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access You must change this password and document the new password securely for future reference.
Page 719 October 2007 Migrating Contact Center 6.0 to a new server Updating the outbound attachment virtual directory Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites.
Page 720 Click OK to close the Properties window. Close the IIS Manager window. Configuring the MIME types Configure IIS on your Contact Center Multimedia server to configure the MIME types required by Contact Center Agent Desktop. On your Contact Center Multimedia server Start menu, right-click My Computer, and then click Manage.
Page 721 October 2007 Migrating Contact Center 6.0 to a new server Right-click Default Web Site, and select Properties. Result: The Properties window appears. Installation and Maintenance Guide...
Page 722 Migrating Contact Center 6.0 to a new server Standard 7.16 Click the HTTP Headers tab. Click MIME Types. Click New. In the Extension box, type .dic. In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound...
Page 723 October 2007 Migrating Contact Center 6.0 to a new server Click OK. Click New. In the Extension box, type .eml In the MIME Type box, type application/octet-stream. Click New. In the Extension box, type .dat In the MIME Type box, type application/octet-stream. Click OK.
Page 724 On the right side of the IIS Window, click the Extended tab if it is not already open. Select Active Server Pages. Click Allow (if Active Server Pages are not already allowed). Close the Internet Information Services (IIS) Manager window. Contact Center Multimedia/Outbound...
Page 725: Step 10. Verify The Multimedia Database Installation
On the Multimedia/Outbound Server, open Internet Explorer. Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services. Note: If the Web page does not appear, contact your Nortel technical support prime. Installation and Maintenance Guide...
Page 726: Step 11. Restore The Contact Center Multimedia/Outbound Data
CAUTION Risk of malfunction If you do not shut down the all of the Contact Center Multimedia/ Outbound applications, the restore fails. On your server, shut down all Contact Center Multimedia/Outbound applications. You must not use the Outbound Campaign Management Tool or the Contact Center Agent Desktop until the restore is complete.
Page 727 Under the Caché Controller service, click Start. Click Exit to close the CCMM Service Control window. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 728 Migrating Contact Center 6.0 to a new server Standard 7.16 Expand Contact Center Multimedia/Outbound. Expand Database Administration. Result: The CCMM Backup and Restore Utility window appears. Click Restore. Result: The Restore CCMM Database window appears. Beside Restore from, select the location you used to back up the database and e-mail attachment folders.
Page 729 October 2007 Migrating Contact Center 6.0 to a new server the selected file name. If you are restoring the database from a mapped network folder, the attachments must be restored from the same location. If you do not want to restore the e-mail attachment folders, select the check box Do not Restore E-mail Attachments.
Page 730: Step 12. Other Postinstallation Tasks
Center Multimedia server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1271. What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 13. “Check the requirements for each client” on page 732. Contact Center Multimedia/Outbound...
Page 731: Section E: Client Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section E: Client configuration In this section Step 13. Check the requirements for each client Step 14. Install .NET Framework on clients Step 15. Configure access to client applications Installation and Maintenance Guide...
Page 732: Step 13. Check The Requirements For Each Client
Note: You checked the requirements for the clients in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing clients in your contact center, then proceed toStep 16. “Configure phonesets on the switch for each agent” on page 742.
Page 733 Check that you have the following hardware (see the Contact Center Planning and Engineering Guide for complete details): Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements: ❑ Intel Pentium III 733 MHz CPU ❑...
Page 734 Microsoft .NET Framework 1.1 with service pack 1 (See Step 14. “Install .NET Framework on clients” on page 735) ❑ CCMM_Security_Policy.msi (See Step 15. “Configure access to client applications” on page 737”) ❑ Internet Explorer 5.5 or later Contact Center Multimedia/Outbound...
Page 735: Step 14. Install .Net Framework On Clients
October 2007 Migrating Contact Center 6.0 to a new server Step 14. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool.
Page 736 When the installation is complete, click OK. On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1. Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1. When the installation is complete, click OK. Contact Center Multimedia/Outbound...
Page 737: Step 15. Configure Access To Client Applications
CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator. Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com.
Page 738 Migrating Contact Center 6.0 to a new server Standard 7.16 SMS, recommended by Nortel, to install the msi file on multiple clients Windows group policy to install the .msi file on multiple clients Note: If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network...
Page 739 Verify that you see Code Groups named CCMM, SHDocVw, and xceed. What is next? If you are migrating your existing Contact Center Multimedia/Outbound installation to a new server, and your contact center configuration is the same as it was, you have already configured the phonesets, Windows users, your e-mail...
Page 740 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 741: Section F: External Component Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section F: External component configuration In this section Step 16. Configure phonesets on the switch for each agent Step 17. Create a Windows user for each agent Step 18. Configure the e-mail server Installation and Maintenance Guide...
Page 742: Step 16. Configure Phonesets On The Switch For Each Agent
Note: You configured the phonesets in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing phonesets in your contact center, then proceed to Step 17. “Create a Windows user for each agent” on page 744.
Page 743 October 2007 Migrating Contact Center 6.0 to a new server CS 1000/Meridian 1 for the agent Done ❑ Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys. Note: AST can only be configured on a maximum of two keys. ❑...
Page 744: Step 17. Create A Windows User For Each Agent
You created the Windows users in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing Windows users in your contact center, then proceed to Step 18. “Configure the e- mail server”...
Page 745 October 2007 Migrating Contact Center 6.0 to a new server If you want to set up other password requirements such as minimum length, expiration time, or uniqueness, open Group Policy and go to Password Policy. Installation and Maintenance Guide...
Page 746: Step 18. Configure The E-Mail Server
Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server.
Page 747: Section G: Contact Center Manager Server Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section G: Contact Center Manager server configuration In this section Step 19. Enable Open Queue Step 20. Ensure the CCT server is configured Installation and Maintenance Guide...
Page 748: Step 19. Enable Open Queue
Step 19. Enable Open Queue You configured Contact Center Manager Server during the configuration of your old Contact Center Multimedia server. If you do not need to change the configuration of Contact Center Manager Server, then proceed to Step 22. “Create the agent phonesets” on page 757.
Page 749 Migrating Contact Center 6.0 to a new server To enable Open Queue On the Start menu of Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility window appears.
Page 750 Migrating Contact Center 6.0 to a new server Standard 7.16 Click the License Manager tab. Result: The License Manager page appears. From the CCMS Optional Package list, select Open Queue. Continue with “Ensure the CCT server is configured” on page 751. Contact Center Multimedia/Outbound...
Page 751: Step 20. Ensure The Cct Server Is Configured
October 2007 Migrating Contact Center 6.0 to a new server Step 20. Ensure the CCT server is configured You must ensure that the Communications Control Toolkit server is configured in Contact Center Manager Server. In the Server Setup Configuration Utility window, click the CCT Server tab. If you are using a remote Communication Control Toolkit server, select the Use a remote CCT server check box.
Page 752 Queue-enabled and configured to work with the Communications Control Toolkit server. What is next? Configure the required resources in the Contact Center Manager Administration. For more information, see Step 21. “Refresh Contact Center Manager Server” on page 754. Contact Center Multimedia/Outbound...
Page 753: Section H: Ccma Server Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section H: CCMA server configuration In this section Step 21. Refresh Contact Center Manager Server Step 22. Create the agent phonesets Step 23. Create required multimedia skillsets Step 24. Create supervisors and agents Step 25.
Page 754: Step 21. Refresh Contact Center Manager Server
Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears. Contact Center Multimedia/Outbound...
Page 755 October 2007 Migrating Contact Center 6.0 to a new server Enter your Webadmin user ID and password in the text boxes. Click Login. Result: The Contact Center Manager Administration main window appears Refreshing a server ATTENTION Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.
Page 756 Administration need to be refreshed. If there has been a feature change to Contact Center Manager Server, the change is not reflected in each browser until it is refreshed. Click Yes. Result: The system refreshes the server in the system tree. Contact Center Multimedia/Outbound...
Page 757: Step 22. Create The Agent Phonesets
Step 22. Create the agent phonesets Note: You created the agent phonesets, in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing agent phonesets in your contact center, then proceed to Step 23.
Page 758 Server to which you want to add the phoneset. The server expands to show the resources. Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears. In the Name box, type the name of the phoneset as you want it to appear in reports. Contact Center Multimedia/Outbound...
Page 759 October 2007 Migrating Contact Center 6.0 to a new server In the Type box, select the type of terminal. In the Address box, type the address of the phoneset on the telephony server. In the Channel box, type the channel number. Click in any other row of the table.
Page 760: Step 23. Create Required Multimedia Skillsets
Step 23. Create required multimedia skillsets You created the multimedia skillsets, in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing multimedia skillsets in your contact center, then proceed to Step 24.
Page 761 October 2007 Migrating Contact Center 6.0 to a new server In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources. Click the Skillsets folder. Result: The Skillsets window appears in the right pane.
Page 762 If you want to give priority to the oldest call in the system, select Oldest. All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.
Page 763: Step 24. Create Supervisors And Agents
Step 24. Create supervisors and agents You created supervisors and agents in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding supervisors or agents to your contact center, then proceed to Step 25.
Page 764 On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears. Enter the following mandatory information about the agent: first name last name login ID primary supervisor call presentation threshold Contact Center Multimedia/Outbound...
Page 765 October 2007 Migrating Contact Center 6.0 to a new server Enter any optional information about the agent (for example, title, department, or comments). Click Contact Types to display the list. Assign Contact Types to the agent by selecting the relevant check boxes. Click Skillsets to display the list.
Page 766: Step 25. Create Route Points
Step 25. Create route points You created route points in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing route points in your contact center, then proceed to Step 26. “Configure the sample multimedia scripts”...
Page 767 October 2007 Migrating Contact Center 6.0 to a new server Acquiring an Open Queue CDN (route point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire.
Page 768: Step 26. Configure The Sample Multimedia Scripts
You configured the sample multimedia scripts in your contact center during the configuration of your old Contact Center Multimedia server. If you are not changing the scripts in your contact center, then proceed to Step 27. “Add the Multimedia Server to CCMA for reporting” on page 772.
Page 769 October 2007 Migrating Contact Center 6.0 to a new server E-mail contacts are pegged against this application in both historical reports and real-time displays. OB_Outbound_Primary—This primary script is executed for outbound contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Outbound contacts are pegged against this application in both historical reports and real-time displays.
Page 770 When you install Contact Center Manager Administration, the system automatically installs the sample scripts on Contact Center Manager Administration in C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component.
Page 771 October 2007 Migrating Contact Center 6.0 to a new server In the Script Editor, click File > Import. Result: The Import window appears. Select the From Server option button, and then navigate to the location on the server where the sample scripts are stored. Select the sample script that you want to import.
Page 772: Step 27. Add The Multimedia Server To Ccma For Reporting
Standard 7.16 Step 27. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new Multimedia server. You must log on to Contact Center Manager Administration as the Web administrator.
Page 773 Migrating Contact Center 6.0 to a new server On the Server menu, in the top left corner, click Add Server. In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. When you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.
Page 774 Manager Server. If more than one of the same type of servers is associated with a Contact Center Manager Server, then the first one assigned is used. Click Submit. Close the Contact Center Manager Administration application. On the Launchpad menu, click Log out. Contact Center Multimedia/Outbound...
Page 775 October 2007 Migrating Contact Center 6.0 to a new server What is next? Configure the Communications Control Toolkit resources. For more information, see Step 28. “Import the agent phonesets to the TAPI database” on page 778. Installation and Maintenance Guide...
Page 776 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 777: Section I: Cct Server Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section I: CCT server configuration In this section Step 28. Import the agent phonesets to the TAPI database Step 29. Configure the Contact Management Framework option Step 30. Import the contact center users into CCT Step 31.
Page 778: Step 28. Import The Agent Phonesets To The Tapi Database
TAPI database You performed all of the telephony configuration in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing the telephony configuration in your contact center, then proceed to Step 36. “Understand the contact types” on page 824.
Page 779 October 2007 Migrating Contact Center 6.0 to a new server If HyperTerminal is not in the Communications menu, go to Start > Control Panel > Add or Remove Program. Add HyperTerminal by selecting Add/ Remove Windows Components, then navigate to Accessories and Utilities, and click Details.
Page 780 In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears. Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears. Contact Center Multimedia/Outbound...
Page 781 October 2007 Migrating Contact Center 6.0 to a new server At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. If the prompt is not present, continue to press Enter until the prompt appears.
Page 782 Migrating Contact Center 6.0 to a new server Standard 7.16 Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. If you are prompted, enter the customer number for the switch. Result: The application configuration dialog box appears.
Page 783 CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.
Page 784 Migrating Contact Center 6.0 to a new server Standard 7.16 Verifying the agent phonesets are imported correctly to the TAPI database. Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click TN Table.
Page 785 October 2007 Migrating Contact Center 6.0 to a new server b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d.
Page 786 In the Directory box, enter the directory number for the SCR DN. In the DN Type box, choose SCR. m. In the Key # box, enter 3. Click OK to exit the TN table. Click OK. Contact Center Multimedia/Outbound...
Page 787: Step 29. Configure The Contact Management Framework Option
Configuring the Communication Control Toolkit Console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation.
Page 788 Migrating Contact Center 6.0 to a new server Standard 7.16 On the File menu, choose Add/Remove snap-in. Result: The Add/Remove snap-in dialog box appears. Click Add. Result: The Add Standalone snap-in dialog box appears, containing a list of all available MMC snap-ins. Contact Center Multimedia/Outbound...
Page 789 October 2007 Migrating Contact Center 6.0 to a new server Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears. Select the computer that the NCCT Admin snap-in is to manage. Installation and Maintenance Guide...
Page 790 Migrating Contact Center 6.0 to a new server Standard 7.16 Click Finish. Result: The Add Standalone Snap-in dialog box appears. Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console. Click Close. Contact Center Multimedia/Outbound...
Page 791 October 2007 Migrating Contact Center 6.0 to a new server Click OK. Result: The following window appears. Configuring the Contact Management Framework Open the NCCT 6.0 Console on the Communication Control Toolkit server. On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server.
Page 792 Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT Console, expand NCCT Maintenance. Contact Center Multimedia/Outbound...
Page 793 To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown Result: The Contact Center Manager Server Shutdown utility window appears.
Page 794 Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup Result: The Contact Center - Manager Server Startup Utility window appears.
Page 795: Step 30. Import The Contact Center Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 796 Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.
Page 797 October 2007 Migrating Contact Center 6.0 to a new server On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available importing tools appear. Installation and Maintenance Guide...
Page 798 Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users. Click OK. Result: You are prompted with a notification that all selected users are imported. Click OK. Contact Center Multimedia/Outbound...
Page 799: Step 31. Import The Terminals And Addresses Into Cct
Migrating Contact Center 6.0 to a new server Step 31. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.
Page 800 Migrating Contact Center 6.0 to a new server Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 801 October 2007 Migrating Contact Center 6.0 to a new server Expand NCCT Admin and select Importing Tools. Result: The available importing tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 802 Migrating Contact Center 6.0 to a new server Standard 7.16 Double-click the Import M1 TSP Data import tool. Result: The Import M1 TSP Data Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 803 October 2007 Migrating Contact Center 6.0 to a new server Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear. Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa.
Page 804: Step 32. Import The Windows Users Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Service (if installed) Nortel RSH Daemon (if installed) To stop the services a. Click Start > Administrative Tools > Services.
Page 805 Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window. Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Expand NCCT Admin.
Page 806 In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All. Click Add. Result: The selected users appear under Selected Users. Click Apply. Click OK. Contact Center Multimedia/Outbound...
Page 807: Step 33. Import The Agent Workstations Into Cct
Make sure that the following Control Communication Toolkit server services are stopped: NCCT Server NCCT TAPI Connector Service (if installed) Nortel MPS Manager (if installed) Nortel RSH Daemon (if installed) To stop these services: a. Click Start > Administrative Tools > Services.
Page 808 Migrating Contact Center 6.0 to a new server Standard 7.16 Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears. Contact Center Multimedia/Outbound...
Page 809 October 2007 Migrating Contact Center 6.0 to a new server On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available importing tools appear in the right pane of the console. Installation and Maintenance Guide...
Page 810 Result: The required workstations are selected for adding to the importing list. Click Add. Result: The required workstations are added to the Selected Workstations list. Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database. Contact Center Multimedia/Outbound...
Page 811: Step 34. Map Terminals To Workstations (Optional)
October 2007 Migrating Contact Center 6.0 to a new server Step 34. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, than perform this step. Mapping a terminal to a workstation On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.
Page 812 Migrating Contact Center 6.0 to a new server Standard 7.16 Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 813 October 2007 Migrating Contact Center 6.0 to a new server Click the Workstation Maps tab. Result: The Workstation Maps page appears. Select the appropriate workstations in Available WorkStations. Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box.
Page 814: Step 35. Map Users To Addresses, Terminals, And Contact Center Users
Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working Contact Center Multimedia/Outbound...
Page 815 October 2007 Migrating Contact Center 6.0 to a new server Mapping a user to an address and address groups On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected. Installation and Maintenance Guide...
Page 816 Migrating Contact Center 6.0 to a new server Standard 7.16 Double-click the user you want to configure. Result: The User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 817 October 2007 Migrating Contact Center 6.0 to a new server Click the Address Maps tab. Result: The Address Maps page appears. Select the appropriate addresses and address groups from Available Addresses and Address Groups. Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.
Page 818 Migrating Contact Center 6.0 to a new server Standard 7.16 Double-click the user you want to configure. Result: The New User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 819 October 2007 Migrating Contact Center 6.0 to a new server Click the Terminal Maps tab. Result: The Terminal Maps page appears. Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups. Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.
Page 820 Migrating Contact Center 6.0 to a new server Standard 7.16 Double-click the user you want to configure. Result: The New User Properties dialog box appears. Contact Center Multimedia/Outbound...
Page 821 What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications contacts, based on your license. Go to Step 36. “Understand the contact types” on page 824.
Page 822 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 823: Section J: Contact Type Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section J: Contact type configuration In this section Step 36. Understand the contact types Step 37. Log on to the Multimedia Administrator Step 38. Start the configuration tool Step 39. Update the E-mail Manager service Installation and Maintenance Guide...
Page 824: Step 36. Understand The Contact Types
Step 36. Understand the contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves...
Page 825 October 2007 Migrating Contact Center 6.0 to a new server the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact an Agent Desktop interface for agents to respond efficiently to customers...
Page 826 The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e- mail server.
Page 827 October 2007 Migrating Contact Center 6.0 to a new server Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. A text chat session is a two-way conversation between an agent and a customer.
Page 828: Step 37. Log On To The Multimedia Administrator
You configured the contact types during the configuration of your old Contact Center Multimedia server, and the information was migrated to your new Contact Center Multimedia server when you restored the database backup. If you are not adding or changing any Multimedia contacts configuration, then proceed to Step 39.
Page 829 Migrating Contact Center 6.0 to a new server Click OK. Result: The Contact Center Multimedia Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, The Getting Started screen opens with the Multimedia Administrator window.
Page 830: Step 38. Start The Configuration Tool
Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), and e-mail (EM_), and Web communications (WC_). Your licensing can be different. Contact Center Multimedia/Outbound...
Page 831 October 2007 Migrating Contact Center 6.0 to a new server Click Begin. Result: The Skillset Settings window appears. Configuring skillsets You must configure a route point for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed.
Page 832 Migrating Contact Center 6.0 to a new server Standard 7.16 Select the first skillset you use to route multimedia contacts. Click Edit. If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears: Contact Center Multimedia/Outbound...
Page 833 October 2007 Migrating Contact Center 6.0 to a new server In the Route Point list, select the route point that you want to assign to the skillset. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.
Page 834 Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable). Contact Center Multimedia/Outbound...
Page 835 October 2007 Migrating Contact Center 6.0 to a new server You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.
Page 836 Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases. Contact Center Multimedia/Outbound...
Page 837 October 2007 Migrating Contact Center 6.0 to a new server Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.
Page 838 Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.” Contact Center Multimedia/Outbound...
Page 839 On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (post- Windows 2000) in the Mailbox Name box.
Page 840 Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 834. Contact Center Multimedia/Outbound...
Page 841 October 2007 Migrating Contact Center 6.0 to a new server Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference. Modifying the system default rule The system default rule is used one of two ways: If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox.
Page 842 From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears. Contact Center Multimedia/Outbound...
Page 843 To change the auto-response settings, under Select Optional Auto- Responses, select another auto-response from the list. For more information about auto-responses, see the Contact Center Multimedia Administrator online Help. To change the priority, under Select Priority, select a different priority for the contact.
Page 844 To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail. Contact Center Multimedia/Outbound...
Page 845 October 2007 Migrating Contact Center 6.0 to a new server When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox.To configure the system delivery failure rule, you must select a route point for the default skillset.
Page 846 To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the Contact Center Multimedia Administrator online Help. To change the priority, under Select Priority, select a different priority from the list for the contact.
Page 847 October 2007 Migrating Contact Center 6.0 to a new server Click Save. Result: The System Delivery Failure Rule window and the New Recipient window closes. The Rules window appears. Viewing the sequence and status of the rules In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.
Page 848 Administrator, click Getting Started. What is next? Nortel recommends that you complete the base configuration of Contact Center Multimedia by working through the rest of this chapter. If you want to add recipients, create rules, configure outbound e-mail settings, create barred e-mail...
Page 849: Step 39. Update The E-Mail Manager Service
October 2007 Migrating Contact Center 6.0 to a new server Step 39. Update the E-mail Manager service The following Contact Center Multimedia services are installed with the Multimedia server software: CCMM E-mail Manager CCMM License Manager CCMM Manager Client CCMM OAM...
Page 850 Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually. Contact Center Multimedia/Outbound...
Page 851 October 2007 Migrating Contact Center 6.0 to a new server Open the Windows Services window, if it is not already open. On the Windows Start menu, click All Programs > Administrative Tools > Services. Select the CCMM E-mail Manager service. Right-click on the service, and select Properties.
Page 852 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 853: Section K: Agent Configuration
October 2007 Migrating Contact Center 6.0 to a new server Section K: Agent configuration In this section Step 40. Configure the administrators Step 41. Configure hotdesking (optional) Step 42. Start the client applications Installation and Maintenance Guide...
Page 854: Step 40. Configure The Administrators
Step 40. Configure the administrators Note: You configured the user types during the configuration of your old Contact Center Multimedia server, and the information was migrated to your new Contact Center Multimedia server when you restored the database backup. If you are not adding or changing any Multimedia user configuration, then proceed to Step 41.
Page 855 October 2007 Migrating Contact Center 6.0 to a new server Double-click Administrator Settings. Result: The Administrator Settings window appears. Select the default administrator. Click Edit. Result: The Edit Administrator window appears. Installation and Maintenance Guide...
Page 856 In the New Password box, type the password for the administrator. In the Confirm box, type the password again to confirm it. Click Save to close the Password Reset window. Click Save to close the Edit Administrator window. Contact Center Multimedia/Outbound...
Page 857: Step 41. Configure Hotdesking (Optional)
Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Installation and Maintenance Guide...
Page 858 Double-click Agent Desktop Configuration. Under Hot-Desking, select the Enabled check box. Click Save. To configure the pop up window for a Citrix environment In the Contact Center Multimedia Administration window, expand Contact Center Multimedia. Expand Agent Desktop Administration. Contact Center Multimedia/Outbound...
Page 859 October 2007 Migrating Contact Center 6.0 to a new server Double-click Agent Desktop Configuration. If you are working in a Citrix environment, select the Prompt for WorkStation check box. Click Save. Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment, if both hotdesking options are set to 1, then agents can enter a string that uniquely identifies their workstation.
Page 860 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 861: Step 42. Start The Client Applications
Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server. Starting the Contact Center Agent Desktop When you log in, you are available to handle all media types for which you are licensed (for example, voice, outbound, or e-mail).
Page 862 Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: Install and configure the Contact Center Multimedia server. Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.
Page 863 October 2007 Migrating Contact Center 6.0 to a new server Configure the Multimedia server in the Contact Center Manager Administration. Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration. Import and map users in Communications Control Toolkit. Ensure you have the user basic access rights to the outbound component.
Page 864 Migrating Contact Center 6.0 to a new server Standard 7.16 Starting the Outbound Campaign Management Tool Click the Outbound component in the Contact Center Multimedia/ Outbound launchpad window. Result: The Outbound window appears. Contact Center Multimedia/Outbound...
Page 865 October 2007 Migrating Contact Center 6.0 to a new server On the left side of the Outbound window, click on a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears. See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.
Page 866 Migrating Contact Center 6.0 to a new server Standard 7.16 Contact Center Multimedia/Outbound...
Page 867: Configuring The Ccmm Standby Server
p a r t 3 Configuring the CCMM Standby server Installation and Maintenance Guide...
Page 868 October 2007 Installation and Maintenance Guide...
Page 869: Installing The Standby Server
C h a p t e r 8 Installing the Standby server In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Postinstallation Installation and Maintenance Guide...
Page 870: Overview
Installing the Standby server Standard 7.16 Overview Geographic Redundancy is a feature of the Contact Center Multimedia/ Outbound server that provides a server backup in case of catastrophic failure. Geographic redundancy is implemented using a Standby server, or Redundancy server that mirrors the Multimedia database and provides a quick recovery if the Active server stops processing contacts.
Page 871 ❑ The Contact Center Manager server, the Contact Center Manager Administration server, the Communication Control Toolkit server, and the Contact Center Multimedia server are on the same subnet and have good network connectivity. ❑ The Installer’s Road Map preinstallation checklist is completed and available for reference.
Page 872 The installation times are based on servers with the following specifications: CPU: Intel Xeon 3GHz RAM: 1.0 GB Hard drive: 80 GB 7200 RPM SATA with no Raid configuration. DVD drive: Internal IDE 8X DVD-ROM Contact Center Multimedia/Outbound...
Page 873: Section A: Preinstallation
October 2007 Installing the Standby server Section A: Preinstallation In this section Step 1. Review the preinstallation instructions Step 2. Read the relevant documentation and check for updates Step 3. Share the attachment folders on the Active server Step 4. Configure the Standby server on the Active server Step 6.
Page 874: Step 1. Review The Preinstallation Instructions
Step 1. Review the preinstallation instructions Before you perform an installation of the Standby server software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. ATTENTION...
Page 875: Step 2. Read The Relevant Documentation And Check For Updates
Installing the Standby server Step 2. Read the relevant documentation and check for updates Before you install the Standby server software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/ pic) for the following: updated customer documentation and distributor technical references...
Page 876: Step 3. Share The Attachment Folders On The Active Server
Open Windows Explorer on the Active server, and navigate to the Inbound attachment folder. Right-click the Inbound attachment folder, and then click Properties. Click the Sharing tab. Select the Share this folder option. Add a description (optional). Leave the User Limit at Maximum allowed. Contact Center Multimedia/Outbound...
Page 877 October 2007 Installing the Standby server Click Permissions. Give full permissions to your current user account on the Multimedia server. Click Apply. Click OK. Click the Security tab. Click Add. Select the user account you are currently using. Give full permissions to your current user account on the Multimedia server.
Page 878: Step 4. Configure The Standby Server On The Active Server
You must configure the name of the Standby server in the Multimedia Administrator before you back up the Multimedia server. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type an administrator user ID and password.
Page 879 October 2007 Installing the Standby server Click Edit. Result: The Server Properties window appears. In the Server Name box, type the name of the Multimedia Standby server. In the Server Port box, type the port number for the Multimedia Standby server.
Page 880: Step 5. Back Up The Active Multimedia Server
E-mail Manager in your contact center. Shutting down the services Nortel recommends that you shut down all services while a backup is performed to eliminate exceptions. Shut down the services manually by following these steps: On the Windows Start menu, click All Programs >...
Page 881 October 2007 Installing the Standby server Under each of the following services, click Stop. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler ATTENTION Do not stop the License Manager, the CCMM Starter service, or the Caché Controller service. Click Exit to close the CCMM Service Control window.
Page 882 Click the Security tab. b. Click Add. c. Select the user account you are currently using. Give full permissions to the account that you are using to access the Multimedia servers. d. Click Apply. e. Click OK. Contact Center Multimedia/Outbound...
Page 883 October 2007 Installing the Standby server Click OK to close the Properties window. On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive. c. In the Drive box, select an unused drive letter.
Page 884 Installing the Standby server Standard 7.16 On the Active server, from the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your administrator user ID and password. Click Login. Expand Contact Center Multimedia.
Page 885 October 2007 Installing the Standby server Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears. Installation and Maintenance Guide...
Page 886 For example, if the network drive is X, the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the backup folder. See “Creating the backup destination” on page 1208. Contact Center Multimedia/Outbound...
Page 887 October 2007 Installing the Standby server THEN you are backing up to a in the Database box, select the path to the tape tape drive drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.) Note: You can use the alias tapedump1...
Page 888 Contact Center Multimedia services. To determine the current database journal file, use the Caché Control Panel. On the Active server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.
Page 889 October 2007 Installing the Standby server Click OK. Result: The Caché Control Panel window appears. In the left pane, click Journaling. Result: The right side of the Caché Control Panel window shows the journal files. The latest journal file appears in green. The current journal file is also listed in the status bar at the bottom of the window.
Page 890: Step 6. Understand The Active Server Installation
What is the name of the current Journal file? You require the full name including the path of the current Journal file to ensure that latest updates to the Contact Center Multimedia database are configured on the Standby server. You acquired the full name of the current Journal file when you backed up the Multimedia database in “Recording...
Page 891: Step 7. Install Your Remote Support Access Tool
Installing the Standby server Step 7. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required.
Page 892 For more information, see the pcAnywhere Web site, www.symantec.com/pcanywhere. To install pcAnywhere Log on to the Contact Center Multimedia/Outbound server as Administrator. Insert the Nortel Contact Center DVD into the server. Open the PCAnywhere folder.
Page 893 October 2007 Installing the Standby server Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts. Click Next. Result: The License Agreement window appears. Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears. Enter your user name and company details, and then click Next.
Page 894 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 895 October 2007 Installing the Standby server Click the Security tab. In the Name box, select Administrators. To grant administrators full access to the pcAnywhere folder, in the Permissions box, select Allow beside Full Control. Click OK to save your changes and close the Properties window. Configuring an account in pcAnywhere 11.5 or later If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure.
Page 896 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP. Click Next. Result: The Connection Wizard - Authentication Type window appears. Select I want to set up a user name and password to create a new type of authentication. Contact Center Multimedia/Outbound...
Page 897 October 2007 Installing the Standby server Click Next. Result: The Connection Wizard - Name and Password window appears. In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist. In the Password box, type the password for the caller account.
Page 898 Result: The Connection Wizard - Summary window appears. Review the Summary. Click Finish. Result: The Hosts window reappears with the new account selected. Type a custom name for this account to identify it in the list of caller accounts. Contact Center Multimedia/Outbound...
Page 899 October 2007 Installing the Standby server Right-click the account name, and click Properties. Result: The Host Properties: <account name> window appears. Installation and Maintenance Guide...
Page 900 Installing the Standby server Standard 7.16 Click the Settings tab. Select Launch with Windows and Run minimized. Click the Callers tab. Contact Center Multimedia/Outbound...
Page 901 October 2007 Installing the Standby server In the Caller list box, right-click the caller account you just created, and then click Properties. Result: The Caller Properties window appears. Click the Privileges tab. Click Superuser. Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Logon ID.
Page 902 Click the Security Options tab. Under Session options, ensure the Session options are set to Host and Remote. Under Login options, ensure Limit login attempts per call and Limit time to complete login are selected and set to 3. Contact Center Multimedia/Outbound...
Page 903 October 2007 Installing the Standby server Click the Conference tab. Ensure that Enable conferencing and Obtain IP address automatically are selected. Click Apply to save your settings. If you want to assign a password to control who can modify the network icon settings, click the Protect Item tab and type the password;...
Page 904 To enable Microsoft Remote Desktop Connection for administration, you must be logged on to the system with administrator privileges. On the Standby server, click Start > Control Panel > System. Result: The System Properties window appears. Click the Remote tab. Contact Center Multimedia/Outbound...
Page 905 October 2007 Installing the Standby server Select Turn on Remote Assistance and allow invitations to be sent from this computer. Click OK. For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com. What is next? Continue installing the Standby server software.
Page 906 Installing the Standby server Standard 7.16 Contact Center Multimedia/Outbound...
Page 907: Section B: Installation
October 2007 Installing the Standby server Section B: Installation In this section Step 8. Install the Standby server software Step 9. Install the Standby server updates Installation and Maintenance Guide...
Page 908: Step 8. Install The Standby Server Software
Java Runtime Environment Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions. Microsoft .NET Framework Version 1.1 with .NET service pack 1 The Java Runtime Environment and Microsoft .NET Framework software is installed automatically if it is not already installed.
Page 909: Installing The Standby Server
October 2007 Installing the Standby server Installing the Standby server Insert the Nortel Contact Center DVD into the DVD drive of the Standby server. Select Contact Center Multimedia/Outbound. Installation and Maintenance Guide...
Page 910 Standard 7.16 Click Install. Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia installs it automatically. Click OK to begin installation. Result: The Welcome window appears. Contact Center Multimedia/Outbound...
Page 911 Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears. Click CCMM Server to install the following components: Contact Center Multimedia (CCMM) database Installation and Maintenance Guide...
Page 912 Installing the Standby server Standard 7.16 Contact Center Multimedia (CCMM) services and utilities Contact Center Multimedia (CCMM) Database Migration utility Contact Center Agent Desktop client Contact Center Outbound Campaign Manager Tool client Click Next. Result: The CCMM Server Type window appears.
Page 913 October 2007 Installing the Standby server Click Next. Result: The Shadow CCMM Server Configuration window appears. In the License Server box, type the name of the License Server in your contact center. In the Primary CCMM Server box, type the name of the Active or first Multimedia server.
Page 914 You must use the same drive letters as those on the Active server. Ensure you have a minimum of 20 GB of disk space for the Multimedia database on the Standby server. The recommended disk space handles a million contacts. Contact Center Multimedia/Outbound...
Page 915 October 2007 Installing the Standby server After you select a drive, you can click Space to verify the amount of available disk space on the selected drive. If the Standby server drive has insufficient space, you must make more space available before you continue.
Page 916 Installing the Standby server Standard 7.16 Click Finish. When you are prompted, click Yes to restart the server. Contact Center Multimedia/Outbound...
Page 917: Step 9. Install The Standby Server Updates
Patch Viewer utility. On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. ATTENTION The patch level on the Standby server must be the same as the patch level currently installed on the Contact Center Multimedia server.
Page 918 Installing the Standby server Standard 7.16 Contact Center Multimedia/Outbound...
Page 919: Section C: Postinstallation
October 2007 Installing the Standby server Section C: Postinstallation In this section Step 10. Provide local users with the Log on as a Service right Step 11. Create shared inbound and outbound attachment folders Step 12. Configure Internet Information Services Step 13.
Page 920: Step 10. Provide Local Users With The Log On As A Service Right
Standard 7.16 Step 10. Provide local users with the Log on as a Service right To access Contact Center Multimedia software, you must configure two user types. These user types are: CCMMOPSUSR—The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder.
Page 921 October 2007 Installing the Standby server Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane. Double-click Log on as a service. Result: The Log on as a service Properties window appears. Click Add User or Group.
Page 922 Close the Local Security Settings window. Setting the password to never expire for CCMMOPSUSR To set the password to never expire for CCMMOPSUSR, perform the following steps: Click Start > Control Panel> Administrative Tools > Computer Management. Click Local Users and Groups. Contact Center Multimedia/Outbound...
Page 923 October 2007 Installing the Standby server Click Users. Right-click CCMMOPSUSR, and then click Properties. Installation and Maintenance Guide...
Page 924 Installing the Standby server Standard 7.16 On the General tab, select the Password Never Expires check box. Click OK. Contact Center Multimedia/Outbound...
Page 925: Step 11. Create Shared Inbound And Outbound Attachment Folders
Setting up an inbound attachment shared location On the Standby server, open Windows Explorer and browse to the drive you selected for your Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive where you installed your Multimedia database. Installation and Maintenance Guide...
Page 926 Result: The Permissions for inboundattachment window appears. Click Add. Click Locations. In the Locations window, select the Standby server name from the list. Click OK to close the Locations box. In the Enter the object names to select box, type CCMMOPSUSR. Contact Center Multimedia/Outbound...
Page 927 October 2007 Installing the Standby server Click Check Names to verify that the user name exists on the local computer. Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Select the check boxes under Allow and beside Change and Read permissions.
Page 928 <Servername> is the name of the Standby server. Click OK. Select the Internet Guest Account. Allow Full Control for the Internet Guest Account. Click Apply. Select the Everyone default account. Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound...
Page 929 October 2007 Installing the Standby server Click Apply to save the changes to permissions for this folder. Click Add. Click Location. In the Locations dialog box, select the name of the standby server from the list. Click OK to close the Locations dialog box. In the Enter the object name to select box, type SYSTEM.
Page 930 Click Add to add a new user. Click Locations. In the Locations window, select the Standby server name from the list. Click OK to close the Locations box. In the Enter the object names to select box, type CCMMOPSUSR. Click OK. Contact Center Multimedia/Outbound...
Page 931 Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database. Open X:\Nortel\Contact Center\MailAttachments, where X is the drive where you installed your Contact Center Multimedia database. Locate the folder Outbound. Right-click the Outbound folder, and select Properties.
Page 932 Click Permissions. Result: The Permissions for outboundattachment window appears. Click Add. Click Locations. In the Locations window, select the Standby server name from the list. Click OK. In the Enter the object name to select box, type CCMMOPSUSR. Contact Center Multimedia/Outbound...
Page 933 October 2007 Installing the Standby server Click Check Names to verify that the user name exists on the local computer. Click OK. Result: The Permissions for outboundattachment window appears and the user is added to the list of users. Select the Multimedia user account (hostname/CCMMOPSUSR). Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).
Page 934 <Servername> is the name of the Standby server. Click OK. Select the Internet Guest Account. Allow Full Control for the Internet Guest Account. Click Apply. Select the Everyone default account. Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound...
Page 935 October 2007 Installing the Standby server Click Apply to save the changes to permissions for this folder. Click Add. Click Location. In the Locations dialog box, select the name of the standby server from the list. Click OK to close the Locations dialog box. In the Enter the object name to select box, type SYSTEM.
Page 936 On the Outbound Properties dialog box, click Security. Click Add to add a new user. Click Locations. In the Locations window, select the Standby server name from the list. Click OK. In the Enter the object names to select box, type CCMMOPSUSR. Click OK. Contact Center Multimedia/Outbound...
Page 937 October 2007 Installing the Standby server For the CCMMOPSUSR, select the following permissions: Read & Execute, List Folder Contents, Read, and Write. Click Apply. Click Add to add a new user. In the Enter the object names to select box, type IUSR_<Servername>. Click OK.
Page 938: Step 12. Configure Internet Information Services
Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites. Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed. Contact Center Multimedia/Outbound...
Page 939 October 2007 Installing the Standby server Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears. Click the Directory Security tab. Installation and Maintenance Guide...
Page 940 Under Authentication and access control, click Edit. Result: The Authentication Methods window appears. Update the User name and Password fields: Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access You must change this password and document the new password securely for future reference.
Page 941 October 2007 Installing the Standby server Updating the outbound attachment virtual directory Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager. Click the plus sign (+) to expand Local Computer. Click the plus sign (+) to expand Web Sites.
Page 942 Installing the Standby server Standard 7.16 Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server Password: _mm6NtRed! ATTENTION Risk of unauthorized access Change this password and document the new password securely for future reference. Click OK to save the changes and close the window.
Page 943 October 2007 Installing the Standby server Right-click Default Web Site, and select Properties. Result: The Properties window appears. Installation and Maintenance Guide...
Page 944 Installing the Standby server Standard 7.16 Click the HTTP Headers tab. Click MIME Types. Click New. In the Extension box, type .dic. In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound...
Page 945 October 2007 Installing the Standby server Click OK. Click New. In the Extension box, type .eml. In the MIME Type box, type application/octet-stream. Click New. In the Extension box, type .dat. In the MIME Type box, type application/octet-stream. Click OK to close the MIME Types box. Click OK.
Page 946 Click Web Service Extensions. On the right side of the IIS Window, click the Extended tab if it is not already open. Select Active Server Pages. Click Allow. Close the Internet Information Services (IIS) Manager window. Contact Center Multimedia/Outbound...
Page 947: Step 13. Verify The Multimedia Database Installation
On the Standby Server, open Internet Explorer. Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services. If the Web page does not appear, contact your Nortel technical support prime. Installation and Maintenance Guide...
Page 948: Step 14. Other Postinstallation Tasks
Configuring security settings Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for the Standby server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1271. Contact Center Multimedia/Outbound...
Page 949 October 2007 Installing the Standby server What is next? Add the newly installed Standby server to the list of servers in Contact Center Manager Administrator. For more information, see Step 15. “Add the Standby server to CCMA” on page 950. Installation and Maintenance Guide...
Page 950: Step 15. Add The Standby Server To Ccma
You must log on as the Web administrator to configure the Standby server. Adding the Standby server In a Web browser, type http://<CCMA_ServerName>, where <CCMA_ServerName> is the name of the server where your Contact Center Manager Administration is installed. Log on as the Web administrator. Click Configuration. Contact Center Multimedia/Outbound...
Page 951 October 2007 Installing the Standby server On the Server menu, click Add Server. In the Server Name box, type the name of the Standby server. After you enter the Standby server name, the system automatically fills in IP address and Display name. In the Login ID box, type the Login ID for the reporting user name for the server.
Page 952: Step 16. Restore The Multimedia Database
CCMM Manager Client Service CCMM Email Manager Service Restoring the Multimedia database on the Standby server On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your administrator user ID and password.
Page 953 October 2007 Installing the Standby server Expand Database Administration. Select Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears. Click Restore. Result: A Warning dialog box appears. Installation and Maintenance Guide...
Page 954 Click Yes to proceed with the restoration of data files. Result: A reminder dialog box appears to identify what is restored. Click OK. Result: When the backup is complete, a dialog box appears displaying the contents of the backup.txt log file. Contact Center Multimedia/Outbound...
Page 955 October 2007 Installing the Standby server Click Close. ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA The data restored from the Active server includes configuration information about running the server as an Active server. Only one Multimedia server can run as an Active server at a time.
Page 956: Step 17. Demote The Standby Server
You must use the Multimedia Administrator tool to demote the server to Standby mode. Log on to the Standby server. On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your administrator user ID and password.
Page 957 October 2007 Installing the Standby server Double-click Server Demotion. Result: The Server Demotion window appears. Click Begin. Result: A message prompt reminds you to use this guide for the complete demotion process, and confirms that you want to proceed with the server demotion.
Page 958 If you are installing the Standby server for the first time, you are finished. Proceed to “Confirm the Standby server mode” on page 960. Stage 2 of the server demotion process are required only when you are demoting the server. Contact Center Multimedia/Outbound...
Page 959 October 2007 Installing the Standby server Click OK. Result: The Server Demotion window appears as follows. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to demote the Active server. Click Finish.
Page 960: Step 18. Confirm The Standby Server Mode
You are only confirming the server details in this procedure. You are not making changes. Click OK. The Server Settings window appears. Confirm that the Contact Center Multimedia Standby Server is the server where you installed the Redundancy or Standby server software. Click Close. Contact Center Multimedia/Outbound...
Page 961 October 2007 Installing the Standby server Confirming the e-mail attachment folders In the Multimedia Administrator tool, expand Contact Center Multimedia. Expand E-mail Administration. Double-click E-mail Configuration. Result: The E-Mail Configuration window appears. Under Attachment Files, check the path names. Do one of the following: If the path names show the name of Server B, the paths are correct.
Page 962: Step 19. Copy E-Mail Attachments
You recorded the last backup in Step 5. “Back up the active Multimedia server” on page 880. Type the following command: xcopy \\serverA\outboundshare\*.* \\serverB\outboundshare /y/d:m-d-y The source \\serverA\share is the outbound e-mail attachment files shared location on the Active server. Contact Center Multimedia/Outbound...
Page 963 October 2007 Installing the Standby server The destination \\serverB\share is the outbound e-mail attachment files shared location on the Standby server. The /s option ensures that all subdirectories are copied. The /y option suppresses prompting to confirm that you want to overwrite existing files.
Page 964: Step 20. Select The Journal File
(Caché Control Panel > Journaling) Selecting the correct journal file On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.
Page 965 October 2007 Installing the Standby server In the Username/Password window, enter the following: User: NNCCADMIN Password: 20NnCc04 Click OK. Result: The Caché Control Panel window appears. Expand Shadowing. Select This System as Shadow. Installation and Maintenance Guide...
Page 966 Installing the Standby server Standard 7.16 Right-click PrimaryServerAttachments, and select Properties. Result: The Properties for Shadowing PrimaryServerAttachments window appears. Under Database server journal file, click the ellipsis button (...) to browse to the correct journal file. Contact Center Multimedia/Outbound...
Page 967 October 2007 Installing the Standby server If you are asked for the user name and password for the Caché Control Panel, use the log on User: NNCCADMIN and Password: 20NnCc04. Result: The Open File dialog box appears. ATTENTION The Open File dialog box shows you the file system on the Active server, and not the file system on the Standby server where you are currently working.
Page 968 Select the correct journal file. The correct journal file is the file you recorded “Recording the journal file path” on page 888 Click OK. Right-click PrimaryServerData, and select Start. In the Status column, the status changes to Processing or Caught up. Contact Center Multimedia/Outbound...
Page 969 October 2007 Installing the Standby server Processing means that the Standby server is applying updates. Caught up status means that the Standby server is synchronized with the Active server. Close the Caché Control Panel. It can take a few minutes to synchronize the data, depending on the activity on your Active server.
Page 970: Step 21. Confirm The Multimedia Services
You can check the services on each server by opening the CCMM Service Control Utility. On each server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.
Page 971: Changing The Active Server
C h a p t e r 9 Changing the Active server In this chapter Overview Section A: Switching to Standby when Primary server fails Section B: Switching to Standby for a planned change Section C: Restoring CCMM servers to original configuration 1009 Installation and Maintenance Guide...
Page 972: Overview
This chapter uses the following terminology: Server A—One of the pair of Contact Center Multimedia servers. You installed the original Multimedia/Outbound software on this server. Server A can act as the Active or Standby server.
Page 973 October 2007 Changing the Active server If Server A fails to process Multimedia contacts, you can manually switch Multimedia processing to Server B. In the following diagram, Server B is the Active server and Server A is not in use. The Standby server reads and applies updates from the Active server constantly.
Page 974 To open the CCMM Services Control window, on the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. The Service Control window appears on the Active server as follows.
Page 975: Section A: Switching To Standby When Primary Server Fails
October 2007 Changing the Active server Section A: Switching to Standby when Primary server fails In this section Overview Step 1. Ensure the failed server is disconnected from the network Step 2. Promote Server B Step 3. Confirm the mode of Server B Step 4.
Page 976: Overview
Configure the Contact Center Agent Desktop Disable the failed server Confirm the Multimedia services ATTENTION When the Active server fails, and you use the current Standby server for contact handling, you do not have a functional Standby server if another failure occurs. Contact Center Multimedia/Outbound...
Page 977: Step 1. Ensure The Failed Server Is Disconnected From The Network
October 2007 Changing the Active server Step 1. Ensure the failed server is disconnected from the network If the Active server (Server A) fails, you must ensure the failed server is disconnected from the network. ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA Do not reconnect this server to the network until the Multimedia services are disabled.
Page 978: Step 2. Promote Server B
Use the Multimedia Administrator tool on the Standby server to promote it to active mode. Log on to Server B. On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 979 October 2007 Changing the Active server Click Login. Result: The Administrator window appears. Expand Contact Center Multimedia - STANDBY MODE. Expand Database Administration. Installation and Maintenance Guide...
Page 980 Result: A message prompt reminds you to use this guide for the complete promotion process, and confirms that you want to proceed with the server promotion. Click Yes. Result: After Stage 1 of the Promotion process is complete, a confirmation window appears. Contact Center Multimedia/Outbound...
Page 981 October 2007 Changing the Active server Click OK. Result: The Server Promotion window appears for Stage 2. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to promote the Standby server.
Page 982: Step 3. Confirm The Mode Of Server B
Center Multimedia. Expand General Administration. Double-click Server Settings. The Server Settings window appears. Confirm that the Contact Center Multimedia Server is the name of Server B. The Contact Center Multimedia Standby server is not currently configured. Confirming the e-mail attachment folders In the Multimedia Administrator tool, expand Contact Center Multimedia.
Page 983 If the path names show the name of Server A, the paths are incorrect. Update the inbound and outbound e-mail attachment shared folder names to show the name of Server B, and click Save. Close the Contact Center Multimedia Administrator application. Installation and Maintenance Guide...
Page 984: Step 4. Associate The New Reporting Server
Log on to the Contact Center Manager Administration server. In a Web browser, type http://<CCMA_ServerName>, where <CCMA_ServerName> is the name of the server where Contact Center Manager Administration is installed. Click Configuration. Contact Center Multimedia/Outbound...
Page 985 October 2007 Changing the Active server Below the Server menu, select the Contact Center Manager Server with which you want to associate Server B, right-click, and then click Edit Properties. Under Associated Reporting Servers, click the Select box next to Server B.
Page 986: Step 5. Configure The External Web Server
Standby server. You are replacing the name of Server A with the name of Server B. Save the file. Close the file. On the external Web server, navigate to the folder ..\webapps\WebComms\WEB-INF. Open the web.xml file in Notepad, or another text editor. Contact Center Multimedia/Outbound...
Page 987 October 2007 Changing the Active server Locate the text string <param-name>CCMM_HOSTNAME</param-name>. The following text string is <param-value>Server A</param-value>, where Server A is the name of your Active server. In the <param-value> line, replace the name of the Active server with the name of the Standby server.
Page 988: Step 6. Configure The Contact Center Agent Desktop
While your contact center is using Server A, the agents access the desktop application using the URL http://Server A/agentdesktop/ccad.exe. While Server B is running as the Active server, agents must use http://Server B/agentdesktop/ ccad.exe, where Server B is the name of your server. Contact Center Multimedia/Outbound...
Page 989: Step 7. Disable The Failed Server
October 2007 Changing the Active server Step 7. Disable the failed server You must disable the following services on Server A before you reconnect it to the network. CCMM Email Manager Service CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Disabling the services On Server A, click Start >...
Page 990 Repeat steps 2 to 6 for each of the following services: CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Close the Services window. After you disable these Contact Center Multimedia services, you can reconnect the server to the network. Contact Center Multimedia/Outbound...
Page 991: Step 8. Confirm The Multimedia Services
What is next? Nortel recommends that you create a backup of Server B now. If you cannot create a backup of Server B, you must schedule a backup as soon as possible. After you back up Server B, note the current journal file and date of the backup.
Page 992 Changing the Active server Standard 7.16 After your failed server is fixed or replaced, you can reconfigure the repaired server as the Primary server. For instructions, see Section C: “Restoring CCMM servers to original configuration,” on page 1009. Contact Center Multimedia/Outbound...
Page 993: Section B: Switching To Standby For A Planned Change
October 2007 Changing the Active server Section B: Switching to Standby for a planned change In this section Overview Step 1. Disconnect Server A from the network Step 2. Promote Server B Step 3. Associate the new reporting server 1000 Step 4.
Page 994: Overview
Configure the Contact Center Agent Desktop Disable Server A Confirm the Multimedia services ATTENTION When the Active server fails, and you use the current Standby server for contact handling, you do not have a functional Standby server if another failure occurs. Contact Center Multimedia/Outbound...
Page 995: Step 1. Disconnect Server A From The Network
October 2007 Changing the Active server Step 1. Disconnect Server A from the network To disable the Primary server for upgrades, you must disconnect the Active server from the network. ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA Do not reconnect this server to the network until the Multimedia services are disabled.
Page 996: Step 2. Promote Server B
Use the Multimedia Administrator tool on the Standby server to promote it to active mode. Log on to Server B. On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. Type your user ID and password.
Page 997 October 2007 Changing the Active server Click Login. Result: The Administrator window appears. Expand Contact Center Multimedia - STANDBY MODE. Expand Database Administration. Installation and Maintenance Guide...
Page 998 Result: A message prompt reminds you to use this guide for the complete promotion process, and confirms that you want to proceed with the server promotion. Click Yes. Result: After Stage 1 of the Promotion process is complete, a confirmation window appears. Contact Center Multimedia/Outbound...
Page 999 October 2007 Changing the Active server Click OK. Result: The Server Promotion window appears for Stage 2. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to promote the Standby server.
Page 1000: Step 3. Associate The New Reporting Server
Log on to the Contact Center Manager Administration server. In a Web browser, type http://<CCMA_ServerName>, where <CCMA_ServerName> is the name of the server where Contact Center Manager Administration is installed. Click Configuration. 1000 Contact Center Multimedia/Outbound...
Page 1001 October 2007 Changing the Active server Below the Server menu, select the Contact Center Manager Server that you want to associate Server B with, right-click, and then click Edit Properties. Under Associated Reporting Servers, click the Select box next to Server B.

This manual is also suitable for:

Contact center multimedia and outbound

Nortel Contact Center Multimedia Installation And Maintenance Manual

1 Getting Started

Installing the Contact Center Multimedia/Outbound Server Software

2 Installing the Multimedia/Outbound Server

3 Installing and Configuring the External Web Server

4 Using the Web Communications Customer Interface

Upgrading and Migrating Contact Center Multimedia/Outbound Release

5 Upgrading from SWCP Release 4.0

Section F: Database Upgrade

Section G: Contact Center Manager Server Configuration

Section H: CCMA Server Configuration

Section I: CCT Server Configuration

Section J: Contact Type Configuration

Section K: Agent Configuration

6 Upgrading Licenses in Your Current Installation

7 Migrating Contact Center 6.0 to a New Server

Configuring the CCMM Standby Server

8 Installing the Standby Server

9 Changing the Active Server

Quick Links

Related Manuals for Nortel Contact Center Multimedia

Summary of Contents for Nortel Contact Center Multimedia