Page 1 297-2183-206 Nortel Networks Symposium Call Center Server Installation and Maintenance Guide for Windows 2003 Release 5.0 Standard 7.02 July 2007...
Page 3 Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach.
Page 4 ANSI is a trademark of the American National Standards Institute, Inc. CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. COMPAQ and PROLIANT are trademarks of Compaq Information Technologies Group, L.P. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
Page 5 Publication history July 2007 The Standard 7.02 issue of the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide for Windows 2003 for Release 5.0 is released. It contains updates for CRs. April 2007 The Standard 7.0 issue of the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide for Windows 2003 for Release 5.0 is released.
Page 6 Publication history Standard 7.02 Symposium Call Center Server...
Page 7: Table Of Contents
Overview........... . . 18 About Symposium Call Center Server ......20 How to use this guide and where to start .
Page 8 Operating system and pcAnywhere ....... . 98 Symposium Call Center Server port usage ......99 Disk partitioning requirements .
Page 9 July 2007 Contents Part 2 Upgrading to Symposium Call Center Server Release 5.0 Upgrading overview Overview........... . 231 Upgrading from Release 4.0 to 5.0 on the same server 239...
Page 10 Step 9. Add local Windows account to the reconfigured server..578 Step 10. Copy the latest Service Update and Platform Recovery Disk ..582 Symposium Call Center Server...
Page 11 July 2007 Contents Section B: Installation Overview........... . 586 Step 11.
Page 12 Step 18. Other post-installation tasks ......898 Part 3 Maintaining Symposium Call Center Server Release 5.0 Managing the server Shutting down or restarting the server .
Page 13 Password guidelines ......... . . 976 Changing Nortel user account passwords......977 Protecting pcAnywhere settings .
Page 14 Migration ..........1119 Symposium Call Center Server...
Page 15 Nortel support ........
Page 16 Reserved words..........1312 Glossary 1315 Index 1341 Symposium Call Center Server...
Page 17: Getting Started
C h a p t e r 1 Getting started In this chapter Overview About Symposium Call Center Server How to use this guide and where to start Related documents Installation and Maintenance Guide for Windows 2003...
Page 18: Overview
Standard 7.02 Overview Introduction This chapter describes what Symposium Call Center Server does, and provides guidelines on how to use this guide. The Symposium Call Center Server Installation and Maintenance Guide for Windows 2003 provides information and procedures to help you complete the...
Page 19: Who Should Read This Guide
Some of the features described in this guide are optional. To give you access to features, Nortel supplies a keycode, which you use when installing the Symposium Call Center Server software. Fields and commands for features that you did not purchase are not available.
Page 20: About Symposium Call Center Server
Getting started Standard 7.02 About Symposium Call Center Server Introduction Symposium Call Center Server provides a call center solution for varied and changing business requirements by offering a suite of applications that includes: call processing agent handling management and reporting...
Page 21: Supported Switches
Use information from the server to provide information on screens (“screen pops”) or produce customized reports. Supported switches Symposium Call Center Server supports the following switches: Meridian 1 PBX (M1) nodal and networking Nortel Communication Server 1000 nodal and networking Digital Multiplex Switch (DMS)
Page 22: How To Use This Guide And Where To Start
Chapter 3, “Standalone server requirements,” on page requirements for Release 5.0 of 88, or “Coresident server requirements” on page 94. Symposium Call Center Server Perform a new installation of Chapter 4, “Preparing the server for your installation.” Symposium Call Center Server Upgrade from Release 4.0 to...
Page 23 July 2007 Getting started If you want to do this Start here Migrate a Release 5.0 Chapter 11, “Migrating a Release 5.0 server to a new installation to a new platform platform.” Back up your server’s database Chapter 19, “Backing up data.” Recover your server Chapter 20, “Restoring data.”...
Page 24: Related Documents
Getting started Standard 7.02 Related documents This section lists the documents in which you can find additional information about Symposium Call Center Server. If you need information about Refer to the DMS switch Nortel Networks Symposium Call Center Server Symposium, DMS, and...
Page 25 Symposium Service Packs and compatibility Security Hotfixes Compatibility List (available on the Partner Information Center web site) planning and engineering CapTool User’s Guide guidelines Nortel Networks Symposium Call Center Server Planning and Engineering Guide Installation and Maintenance Guide for Windows 2003...
Page 26 Getting started Standard 7.02 Symposium Call Center Server...
Page 27: Installing Symposium Call Center Server
P a r t 1 Installing Symposium Call Center Server Installation and Maintenance Guide for Windows 2003...
Page 28 Standard 7.02 Symposium Call Center Server...
Page 29: Installation Overview
C h a p t e r 2 Installation overview In this chapter Prerequisites Skills you need What’s included in Symposium Call Center Server Installing a Network Control Center server Installing a standalone server Installing a coresident server Installation and Maintenance Guide for Windows 2003...
Page 30: Prerequisites
Prerequisites Guidelines Required skills Before installing the hardware and software for Symposium Call Center Server Release 5.0, make sure that you have the prerequisite skills. Refer to “Skills you need” on page 31 for more information. Required Make sure you have the required hardware and materials before hardware starting the installation.
Page 31: Skills You Need
July 2007 Installation overview Skills you need Introduction This section describes the skills and knowledge you need to use this guide effectively. Required experience or knowledge You require detailed knowledge of, and experience with, the applicable Microsoft Windows Server 2003 operating system, since step-by-step procedures for operating system installation and configuration are not provided in this guide.
Page 32: What's Included In Symposium Call Center Server
Standard 7.02 What’s included in Symposium Call Center Server The Symposium Call Center Server Release 5.0 is packaged as a software solution only; no hardware platforms are included. The package includes the following software: Release 5.0 Server Application CD-ROM containing...
Page 33: Installing A Network Control Center Server
This computer is known as the Network Control Center (NCC) server. All servers in Symposium Call Center Server are connected to the NCC server, which may be in the same physical location as one of the servers in the network.
Page 34: Installing A Standalone Server
What is a standalone server? A standalone server is a single hardware platform that contains the following application: Symposium Call Center Server In a standalone server, no other application (for example, Symposium Web Client) coresides on the same hardware platform.
Page 35: Installing A Coresident Server
You can install a coresident server if you are using any of the following applications on a Windows Server 2003 platform: Symposium Call Center Server Release 5.0 Rev. 4 CD-ROM or later Symposium Call Center Server SU04 or later Symposium Call Center Web Client Release 4.5 CD-ROM or later Symposium Call Center Web Client SU04 or later TAPI 3.0 PEP 3006 or later (if applicable)
Page 36: Installation Tips
Installation overview Standard 7.02 During the Symposium Call Center Server installation, a new window appears prior to running the preinstallation checker, asking you whether the installation is standalone or coresident. If you select coresident, then you must select the applications that you will be installing after Symposium Call Center Server (Symposium Web Client only, or Symposium Web Client and Communication Control ToolKit).
Page 37 Installation overview Adding to a domain If your coresident server consists of Symposium Call Center Server and Symposium Web Client, add the server to a domain after installing Symposium Web Client. Note that you are only required to add the server to a domain when installing TAPI on your coresident server.
Page 38 Install, at a minimum, Nortel’s Contivity 1100, version 4.8 or later, with the modem option. Configure the modem as a user tunnel to listen on the PSTN.
Page 39 Optionally, restrict remote support users’ access to other subnets of your LAN/WAN. As usual, make sure that the Nortel application servers have unrestricted access to the enterprise LAN/WAN. If you must connect the ELAN to the CLAN (for example, if you are using...
Page 40 Web Client onto the network by using the multicast filtering feature. This feature allows Symposium Web Client to transmit only multicast data for the configured Symposium Call Center Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Symposium Call Center Server configured on any of the replicating Symposium Web Client application servers.
Page 41 Symposium Web Client online backup to run at the same time. Nortel does not provide a single backup utility that lets you back up and restore a coresident server. However, you can use a third-party backup solution to perform a full backup and restore of a coresident server.
Page 42 Installation overview Standard 7.02 Symposium Call Center Server...
Page 43: Installing The Client Software
C h a p t e r 3 Installing the client software In this chapter Overview Step 1. Obtain the required information and materials Step 2. Review client and coresidency limitations Step 3. Uninstall the Software Development Kit Step 4. Check the amount of free space in the temp directory Step 5.
Page 44: Overview
Installing the client software Standard 7.02 Overview You use the Symposium Call Center Server client application to administer and monitor your server. Nortel offers two versions of the client software: Symposium Web Client application: This web-based client application provides a means to configure the server and monitor call center performance through a web-based interface.
Page 45: Step 1. Obtain The Required Information And Materials
Check that you have the following materials: ✔ Description Client PC hardware Each client PC running the Symposium Call Center Server client application has the following elements: Intel Pentium 90 MHz (or faster) CPU RAM (at least 64 Mbytes) disk space...
Page 46 CD contains product enhancement files. Documentation CD. This CD contains all Symposium Call Center Server documents in PDF format. (Optional) Capacity Assessment Tool (CapTool) disks (3). This is the capacity planning software. For installation instructions, refer to the Planning and Engineering Guide.
Page 47 July 2007 Installing the client software ✔ Description (Optional, if you are using Symposium Voice Services on CallPilot) CallPilot Release 2.0 Server CD (NTUB40ACD/A0887359) containing the Application Builder software. Installation and Maintenance Guide for Windows 2003...
Page 48: Step 2. Review Client And Coresidency Limitations
PC as Meridian Administration Terminal (MAT) 6.53 or MAT 6.6. If you install the Symposium Call Center Server client on the same PC as MAT, be sure to install it in a different directory than MAT. For example, if you installed MAT in C:\Nortel, do not install any of the client components in C:\Nortel or any subdirectory of C:\Nortel.
Page 49 Symposium Call Center Server client application. Coexistence with Sybase Open Client The Symposium Call Center Server client application uses its own version of the Sybase Open Client software (Sybase OC12). If you install the Symposium Call Center Server client on a PC that has an earlier version of Sybase installed, the system warns you that the client software installs a version of Sybase that can conflict with your earlier version and cause other applications to stop.
Page 50 Installing the client software Standard 7.02 Downgrades A downgrade from Symposium Call Center Server Release 4.0 to an earlier version of Symposium Call Center Server is not supported. Symposium Call Center Server...
Page 51: Step 3. Uninstall The Software Development Kit
Development Kit (SDK) is not installed on the client PC. SDK and Symposium Call Center Server are not compatible. Use the procedures in this section to check whether SDK is installed, and then to uninstall it if it is present.
Page 52 Installing the client software Standard 7.02 From the Windows Start menu, choose Shut Down. Result: The Shut Down Windows dialog box appears. Select Restart the computer?, and then click Yes. Result: The computer restarts. Symposium Call Center Server...
Page 53: Step 4. Check The Amount Of Free Space In The Temp Directory
July 2007 Installing the client software Step 4. Check the amount of free space in the temp directory Introduction Use this procedure to ensure that you have at least 100 Mbytes of free space on the hard drive containing your Windows Temp directory. (This directory is usually located in the path C:\WINDOWS\TEMP.) The client software requires 100 Mbytes of free space.
Page 54 Delete temporary files on a regular basis to avoid potential disk space problems. In Windows Explorer or My Computer, navigate to your system’s temporary directory. Select and then delete all files in the temporary directory. Navigate to the Recycle Bin and choose File ➝ Empty Recycle Bin. Symposium Call Center Server...
Page 55: Step 5. Install The Client
Before you begin This procedure assumes that you are installing a new copy of Symposium Call Center Server client Release 4.0 from scratch. If you are updating an older version or reinstalling Release 4.0, see “Upgrading the client,” on page 935.
Page 56 Uninstall client software to change the switch type An installed Symposium Call Center Server client PC can connect to only one type of switch—Communication Server 1000 (M1) or DMS/SL-100. To change to another switch type, you must completely uninstall the client system software, and then reinstall it with the correct switch type.
Page 57 Result: The InstallShield Wizard and Windows Installer screens appear. Windows Installer checks the system configuration. If the system is configured properly, the Symposium Call Center Server (Client) Compatibility Check window appears. If the Windows Installer must reconfigure the system, you may be asked to restart the computer.
Page 58 Installing the client software Standard 7.02 Result: The Symposium Call Center Server (Client) compatibility check window appears, and the program checks the client PC for conflicting software and software versions. When the check is complete, the program reports any detected problems. If a problem is detected, refer to the log file in C:\cltprep.log for recommended actions.
Page 59 July 2007 Installing the client software If all tests pass successfully, click Continue. Result: The Symposium Call Center Server (Client) - InstallShield Wizard window appears with a welcome message. Installation and Maintenance Guide for Windows 2003...
Page 60 Installing the client software Standard 7.02 Click Next. Result: The Customer Information window appears. Symposium Call Center Server...
Page 61 Type or confirm the User Name and the Organization, and then click Next. Result: The Destination Folder window appears. If you do not want to install the Symposium Call Center Server Client or the Sybase Open Client in their default paths, click the related Change button and select the new path.
Page 62 Meridian 1 PBX. Select Install this feature now to install the appropriate client software. Note: If you are connecting to a Meridian 1 PBX or Nortel Communication Server 1000 switch, choose the first option to install just the client software.
Page 63 July 2007 Installing the client software Click Next. Result: The Ready to Install the Program window appears. Verify that all of the options showing in the window are correct. If any errors appear, click Back, make the necessary corrections, and then click Next. Installation and Maintenance Guide for Windows 2003...
Page 64 Installing the client software Standard 7.02 Click Install. Result: The Installing Symposium Call Center Server (Client) window appears. The system installs Symposium Call Center Server client software. Note: The installation may take several minutes. Result: When this installation process is complete, a dialog box appears asking if you want to read the Readme file.
Page 65 Result: The computer restarts. The system configures and populates the Symposium Call Center Server client database. Note: If you are using Windows 2000 Professional, once the installation is complete, add the user accounts so that users can log on to the client software.
Page 66 Virtual CD A virtual CD is a complete copy of the Symposium Call Center Server Client Application CD that resides on a shared directory on the network. This CD functions in the same way as a real CD inserted into the CD-ROM drive on a client PC.
Page 67 From the System Tasks menu, choose Show the contents of this drive. Choose File ➝ New ➝ Folder, and create a new folder called CLT_VCD. Insert the Nortel Networks Symposium Call Center Server Client Application CD in the CD-ROM drive (in this example, drive E).
Page 68 CD (in this example, K). Choose File ➝ New ➝ Folder, and create a new folder called CLT_VCD. Insert the Nortel Networks Symposium Call Center Server Client Application CD in the CD-ROM drive (in this example, drive E). Select the root directory of the CD, and then select all of the files in the CD.
Page 69 July 2007 Installing the client software When the copy is complete, select the directory K:\CLT_VCD. Choose File ➝ Sharing. Result: The Clt_vcd (Client Virtual CD) Properties window appears. Click Shared As. The Share Name and User Limit dialog boxes become active. Change the Share Name from CLT_VCD to the version number of the software (for example, 04.01.05CLTR).
Page 70 If you share with Read/Write access, other users can delete or corrupt the virtual CD. Click OK. Click Yes in the Windows message dialog box, indicating that the share name is not accessible from some MS-DOS workstations. Click OK. Symposium Call Center Server...
Page 71 July 2007 Installing the client software To install from a virtual CD ATTENTION The network installation uses the same recovery process as a regular installation from a physical CD. If you see an error message, click Resume to continue the installation, or click Abort and reinstall the client application.
Page 72: Step 6. Add An Smi System
Note: You cannot generate reports across a dial-up (PPP) connection. To add an SMI system From the Windows Start menu, choose Programs ➝ SMI Workbench. Note: In Windows XP Professional, choose All Programs ➝ SMI Workbench. Result: The SMI Workbench window appears. Symposium Call Center Server...
Page 73 July 2007 Installing the client software Double-click Add System. Result: The Add SMI System window appears. Enter the computer name or CLAN IP address of the server you want to access. Note: If you are using a dial-up connection to the server, then enter the CLAN IP address and not the computer name.
Page 74 To group SMI systems, create subfolders in the SMI Workbench folder. Name the subfolders by the site names. Click and drag the SMI systems into the appropriate folders. What’s next? Continue with “Step 7. Test the client-server connection,” on page 75. Symposium Call Center Server...
Page 75: Step 7. Test The Client-Server Connection
End-User License Agreement that appears when you connect to the server for the first time. Double-click the icon for the server in Symposium Call Center Server to which you want to connect. Result: The Symposium Login window appears.
Page 76: Step 8. Install The Software Development Kit
Step 8. Install the Software Development Kit Introduction The Software Development Kit (SDK) is not compatible with the Symposium Call Center Server client software. Do not install the SDK on a PC that has the client software installed. To install the SDK Log on to the PC and log on as Administrator.
Page 77 July 2007 Installing the client software Click OK. Result: The Installation window appears. In the Install Path box, type the full path to the location where you want to install the SDK or use the default path. Select the components you want to install, and choose the component type. Click Install.
Page 78 Note: If the path you selected does not exist, you are prompted to create it. Click Yes. Result: The following mesage appears: SDK Setup Complete. Please exit all applications and reboot your computer now. Click OK. Restart the PC. Symposium Call Center Server...
Page 79: Preparing The Server For Your Installation
C h a p t e r 4 Preparing the server for your installation In this chapter Overview Section A: Server guidelines Section B: Installing the hardware Installation and Maintenance Guide for Windows 2003...
Page 80: Overview
Standard 7.02 Overview Introduction This chapter provides guidelines for preparing your server for installing Symposium Call Center Server (either in a standalone or coresident setup), and shows you how to install the necessary hardware for Symposium Call Center Server. Assumptions...
Page 81: Section A: Server Guidelines
Release 5.0 hardware requirements Standalone server requirements Coresident server requirements Operating system and pcAnywhere Symposium Call Center Server port usage Disk partitioning requirements Domains and Windows Server 2003 security policies Redundant Array of Independent Disks Third-party software on the server...
Page 82: Overview
Preparing the server for your installation Standard 7.02 Overview This section shows you how your server should be configured for Symposium Call Center Server to run properly. It includes descriptions of the following elements: approved peripherals operating system pcAnywhere disk partitioning...
Page 83: Approved Peripherals
Note: Instead of using a dial-up modem, you can use Virtual Private Network tunneling instead. See the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for information on configuring a VPN.
Page 84 Two Ethernet network interface cards are required—one for connection to the Embedded Local Area Network (ELAN), and the other for connection to the Customer Local Area Network (CLAN). Note: An ELAN card is not required for an NCC. Symposium Call Center Server...
Page 85: Release 5.0 Hardware Requirements
Preparing the server for your installation Release 5.0 hardware requirements Introduction Symposium Call Center Server Release 5.0 is a software-only product. The customer supplies the server and all hardware. Materials Check that you have the following materials before starting the installation:...
Page 86 “Coresident server requirements” on page 94. Nortel platforms no longer supported You cannot use any Nortel platforms for Release 5.0 of Symposium Call Center Server because they cannot meet the minimum requirements for Platform Vendor Independence. These servers include...
Page 87 Preparing the server for your installation Backup and disaster recovery To maximize Symposium Call Center Server uptime, ensure that your hardware platform supports your disaster recovery program. Regular system backups are critical to a disaster recovery program. (For more information about system backups, see Chapter 19, “Backing up data.”) By provisioning your platform...
Page 88: Standalone Server Requirements
Preparing the server for your installation Standard 7.02 Standalone server requirements For Release 5.0 of Symposium Call Center Server to run properly in a standalone configuration, the customer-supplied server must meet the following minimum requirements: Note: Nortel recommends that you meet the recommended settings. The actual requirements for a call center vary depending on the number of agents, call rate, and other factors.
Page 89 Minimum Recommended Notes Hard drive 20 Gbytes physical 40 Gbytes logical Nortel recommends RAID-1 for disk space disk space (80 all disks on the shared SCSI bus Gbytes physical to eliminate disk drives as a disk space with potential single source for RAID-1) hardware failures.
Page 90 Floppy drive 1 floppy drive 1 floppy drive The drive letter must be A. CD-ROM 1 CD-ROM drive 1 DVD-ROM drive The drive letter must be E. Minimum speed is 24X. Symposium Call Center Server...
Page 91 July 2007 Preparing the server for your installation Hardware item Minimum Recommended Notes Serial ports 1 serial port (for 1 serial port (for Optional serial ports, as follows: modem access) or modem access) or If you are using a modem for USB Port (if using USB Port (if using remote support, rather than a...
Page 92 1 external modem 1 external modem For remote technical support, use a 33.6 kbits/sec minimum modem, compatible with the US Robotics Sportster 33.6 modem. (For USB modems, use modems that are compatible with the US Robotics 56K Faxmodem USB). Symposium Call Center Server...
Page 93 July 2007 Preparing the server for your installation Hardware item Minimum Recommended Notes Backup and Backup system for Backup system for For the tape drive option, the restore database backup database backup: drive must be large enough to (can be either tape (can be either tape hold all the backup data for the drive or remote...
Page 94: Coresident Server Requirements
Coresident server requirements When performing a new installation or an upgrade to Release 5.0 of Symposium Call Center Server in a coresident server, the server must meet the following minimum requirements: Note: Nortel recommends that you meet the recommended settings. The actual requirements for a call center vary depending on the number of agents, call rate, and other factors.
Page 95 Planning and Engineering Guide. Hard drive 60 Gbytes logical 60 Gbytes logical Nortel recommends RAID-1 for disk space (120 disk space (120 all disks on the shared SCSI bus bytes physical disk Gbytes physical...
Page 96 USB port for the or USB port for the security dongle) security dongle) Network 2 network interface 2 network interface ELAN must be 10/100 Mbps interface cards cards (Ethernet) CLAN should be 100 Mbps (Ethernet) Symposium Call Center Server...
Page 97 July 2007 Preparing the server for your installation Item Minimum Recommended Notes Video card 1 video card and 1 video card and 800x600 minimum resolution monitor monitor Mouse 1 mouse 1 mouse Modem You cannot install a modem on a coresident server.
Page 98: Operating System And Pcanywhere
Operating system service pack Install the latest Windows Server 2003 service pack that has been validated with Symposium Call Center Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (available on the Partner Information Center web site).
Page 99: Symposium Call Center Server Port Usage
July 2007 Preparing the server for your installation Symposium Call Center Server port usage The following table provides the listener ports that Symposium Call Center Server uses. The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port...
Page 100 10008 ELAN CallPilot Integration Symposium Call Center Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port...
Page 101 July 2007 Preparing the server for your installation The following table shows the ports that Symposium Call Center Server uses: Port number Functionality 3500 1550 HDX CAPI 4422 HDX NameService 12668–12670 TraceControl 10000–10082 Networking 10000–10082 Hardcoded Internal Listener Ports Other hardware requirements...
Page 102: Disk Partitioning Requirements
Partner Information Center web site. Basic disk partitioning versus dynamic disk volumes Symposium Call Center Server Release 5.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks. Refer to the documentation provided with the operating system for details.
Page 103 Additional database disk drive partitions can be on separate physical disks or on the same disk, depending on the customer’s preference and hardware configuration. Nortel has tested database partitions on the same physical drive as C and D, and also on different physical drives from C and D.
Page 104 Drive F and any additional drives Mbytes) are used to store the database. (16 384 Mbytes) Notes: Additional database disk drive partitions can be on separate physical disks or on the same disk, depending on the customer’s preference and hardware Symposium Call Center Server...
Page 105 July 2007 Preparing the server for your installation configuration. Nortel has tested database partitions on the same physical drive as C and D, and also on different physical drives as C and D. Partitioned sizes on all database drives should be in increments of 1 Gbyte (equivalent to 1024 Mbytes).
Page 106: Domains And Windows Server 2003 Security Policies
Domains and Windows Server 2003 security policies Introduction Before you add Symposium Call Center Server to a domain, make sure that you read the Symposium Call Center Server Security Guide, available from the Partner Information Center web site. Note: You must install the Symposium Call Center Server software before you add the server to a domain.
Page 107 Other solutions If you want to add your server to a domain before installing the server software of Symposium Call Center Server, you can adjust your group policies for Release 5.0 of Symposium Call Center Server, or, exclude the Symposium Call Center Server computer from a specific group policy.
Page 108: Redundant Array Of Independent Disks
For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction.
Page 109: Third-Party Software On The Server
“Additional guidelines for use of antivirus software” on page 111. Note: Nortel does not support connection to Symposium Call Center Server through a Citrix environment. However, you can now access Symposium Web Client and Agent Desktop Displays through Citrix MetaFrame XPb environment.
Page 110 Additional guidelines for use of third-party backup software Symposium Call Center Server does not provide a full backup facility. You can use third-party backup software to create a full backup of your server. If you do, additional guidelines apply.
Page 111 Chapter 19, “Backing up data.” Additional guidelines for use of antivirus software The risk of virus infection on the server in Symposium Call Center Server is minimal due to the limited access required for support of the server. Typically, only maintenance personnel have local access to the servers or remote access through pcAnywhere connections.
Page 112 Internet. Instead, you must download virus definitions and updated files to another location on the customer network, and manually load them on the server in Symposium Call Center Server. This is the same recommended procedure for downloading Symposium PEPs. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Page 113 Symposium Call Center Server. Notes: Nortel does not provide support on the configuration of antivirus software, but it tries to offer guidance where possible. Questions or problems on antivirus software should be directed to the appropriate vendor.
Page 114 Preparing the server for your installation Standard 7.02 Symposium Call Center Server...
Page 115: Section B: Installing The Hardware
July 2007 Preparing the server for your installation Section B: Installing the hardware In this section Overview Step 1. Connect the ELAN Step 2. Connect the CLAN Step 3. Connect the software feature key adapter Step 4. Connect Meridian Mail with a serial port Step 5.
Page 116: Overview
Server: a network connection to the Communication Server 1000 (M1) or DMS/ SL-100 switch a network connection to the Symposium Call Center Server Release 4.0 client a feature key adapter (dongle) installed on the parallel port. The feature key adapter is supplied by Nortel for servers connected to a DMS/SL-100 switch.
Page 117: Step 1. Connect The Elan
Introduction A network card for the Embedded Local Area Network (ELAN) is a system requirement. The ELAN is the private LAN used to connect Nortel equipment at the customer site. The Ethernet hub or switch is supplied by the customer.
Page 118: Step 2. Connect The Clan
Standard 7.02 Step 2. Connect the CLAN Introduction A network card for the Customer Local Area Network (CLAN) connects Nortel systems to the customer’s internal Ethernet LAN. To connect the CLAN Locate the slot assigned to the CLAN card for the server. Make a note of the slot.
Page 119: Step 3. Connect The Software Feature Key Adapter
Step 3. Connect the software feature key adapter Introduction Note: The feature key adapter is used only for Symposium Call Center Server applications when the server is connected to a DMS/SL-100 switch. The Symposium Call Center Server installation package includes a software feature key adapter containing a feature key or dongle.
Page 120 To connect the software feature key adapter Ensure that there is no cable connected to the parallel port. Note: The parallel port is also known as the printer port or LPT1. Plug the male end of the adapter into the parallel port. Symposium Call Center Server...
Page 121: Step 4. Connect Meridian Mail With A Serial Port
July 2007 Preparing the server for your installation Step 4. Connect Meridian Mail with a serial port Introduction If you are using Meridian Mail to provide voice processing or IVR services, you must connect the server to Meridian Mail. To connect Meridian Mail with a serial port Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server.
Page 122: Step 5. Connect The Modem
Check that the modem switches are set as follows: Note: The following table shows switch settings for the US Robotics Sportster 33.6 modem. Use these settings as a guide to the features required if you are installing a different type of modem. Symposium Call Center Server...
Page 123 July 2007 Preparing the server for your installation Switch Down position (OFF) (ON) Function ✓ Normal DTR operation (The computer must provide a DTR signal for the modem to accept commands. Dropping DTR terminates a call.) Modem ignores DTR (override) ✓...
Page 124 Turn on the modem. What’s next? Proceed to Chapter 5, “Installing the server software,” to install one of the following: a standalone Symposium Call Center Server a coresident Symposium Call Center Server a Network Control Center server a Meridian Link standalone server...
Page 125: Installing The Server Software
C h a p t e r 5 Installing the server software In this chapter Overview What you need Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 126: Overview
Post-installation Steps to perform after completing the installation of the Release 5.0 software. Use the Symposium Call Center Server Release 5.0 Server Application CD to install the following: a standalone Symposium Call Center Server a coresident Symposium Call Center Server...
Page 127 Method Requirements Run the installation program from the Symposium keyboard, mouse, and monitor Call Center Server Application CD-ROM. Use the attached to the server CD-ROM drive that is part of the hardware platform. Run the installation program from a remote CD- keyboard, mouse, and monitor ROM drive that is accessible over the LAN.
Page 128: Event Logging
The SysOps Event log (D:\sysops.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks any fatal errors that interrupt these operations. Use any text editor (for example, Notepad) to view the SysOps Event log. Symposium Call Center Server...
Page 129: What You Need
The following checklist contains the software and equipment you need to install Symposium Call Center Server Release 5.0. ✔ Description Nortel Networks Symposium Call Center Server Release 5.0 Server Application CD-ROM (If supplied with this installation) Nortel Networks Symposium Call Center Server Supplementary CD-ROM. This CD contains product enhancement packages (PEPs) and Service Update packs.
Page 130 Installing the server software Standard 7.02 Symposium Call Center Server...
Page 131: Section A: Preinstallation
July 2007 Installing the server software Section A: Preinstallation In this section Step 1. Read the relevant documentation for performing a new installation 132 Step 2. Record and check for required installation information Step 3. Install and configure Windows Server 2003 Step 4.
Page 132: Step 1. Read The Relevant Documentation For Performing A New Installation
Step 1. Read the relevant documentation for performing a new installation Before performing an installation, check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or the Partner Information Center web site. Symposium Call Center Server...
Page 133: Step 2. Record And Check For Required Installation Information
Step 2. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation (standalone or coresident). You will need to refer to this checklist for specific information during the installation.
Page 134 Use the switch primary address for the primary CPU (core 0), and use the secondary address for the redundant CPU (core 1). For smaller switches, such as an Nortel Meridian 1 PBX 11C - Cabinet, you need only the primary address.
Page 135 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 136 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 137 July 2007 Installing the server software ✔ Step Details Record the ELAN and ELAN router/gateway IP address CLAN IP information IP Address _______________________________ (continued). Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN server IP Address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN router/gateway IP address...
Page 138 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 139 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 140 List of unique names and IP addresses for all equipment on both the CLAN and ELAN Use the Capacity Assessment Tool to analyze customer LAN bandwidth. Existing average bandwidth utilization = ______% (Recommended) Uninterrupted Power Supply (UPS). (See the Planning and Engineering Guide.) Symposium Call Center Server...
Page 141: Step 3. Install And Configure Windows Server 2003
This eliminates the possibility of carrying over incorrect settings from the previous installation. Note: Symposium Call Center Server is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional components provided on the second Windows Server 2003 CD. Installing the optional Windows Server 2003 Release 2 components might interfere with the installation and operation of Symposium Call Center Server.
Page 142 Do not change the Regional Options control panel setting for window Language for non-Unicode Programs. Personalize Your Complete this window as required for your site. Software window Your Product Enter the License product key. Key window Symposium Call Center Server...
Page 143 Install Windows Server 2003 ✔ Step Details Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Computer Name Enter the computer name and administrator password, as recorded in “Step 2.
Page 144 “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site. Symposium Call Center Server...
Page 145 133. To add a standalone server to a domain, do so only after you have installed Symposium Call Center Server. To add a coresident server to a domain, do so only after you have installed Symposium Web Client, or after TAPI (if installing TAPI).
Page 146 Click Add/Remove Windows Components to view a list of the installed components. Remove any of these components if they were previously installed and configured on your stand-alone Symposium Call Center Server. Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2...
Page 147 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 148 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. TIP: From the Start menu, choose All Programs ➝ Control Panel.
Page 149 July 2007 Installing the server software Install Windows Server 2003 ✔ Step Details Configure the Note: Skip this step if you are installing a coresident server. For modem remote support options for a coresident server, see “Remote connection access support and coresidency” on page 37. for remote Configure a direct serial connection for the modem hardware access.
Page 150 For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4. If a required port does not exist: Ensure that the port is installed. Go to the BIOS and correct the address of the missing port. Symposium Call Center Server...
Page 151 Details 11 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel.
Page 152 14 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack Security Hotfixes Compatibility List (Available on the Partner and any Information Center web site).
Page 153 Install Windows Server 2003 ✔ Step Details 15 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 154 Type drwtsn32 -i, and then click OK to install Dr. Watson as the default application debugger. On the Windows Start menu, click Run. Type drwtsn32, and then click OK to enable crash dump file, and to change log path and crash dump file path. Symposium Call Center Server...
Page 155: Step 4. Make Sure The Computer Name And Dns Host Name Match
You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 156 Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Change. Result: The Computer Name Changes window appears. Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears. Symposium Call Center Server...
Page 157 July 2007 Installing the server software Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case. Do one of the following: If the names match, close the windows you opened and continue with the configuration of your server.
Page 158 When the system has restarted, log on to the server as Administrator. To make sure the names match now, repeat the procedure “To make sure the computer name and DNS host name match” on page 155. Symposium Call Center Server...
Page 159: Step 5. Configure The Operating System For Remote Access (Standalone)
If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 14. Add server to domain (optional),” on page 217 on configuring remote access in a domain environment.
Page 160 To configure the operating system for remote access (workgroup) From the Start menu, choose Control Panel ➝ Network Connections ➝ New Connection Wizard. Result: The New Connection Wizard appears. Click Next. Result: The Network Connection Type window appears. Symposium Call Center Server...
Page 161 July 2007 Installing the server software Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Make sure Accept incoming connections is selected, and then click Next. Result: The Devices for Incoming Connections window appears. Installation and Maintenance Guide for Windows 2003...
Page 162 Next. Result: The Incoming Virtual Private Connection window appears. Click Do not allow virtual private connections, and then click Next. Result: The Select Users or Groups window appears. Symposium Call Center Server...
Page 163 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to connect to the server remotely.
Page 164 Remote access uses the first IP address. The remaining IP addresses are loaned to each dial-in client. Your administrator must select the range carefully. Ensure that the check box beside Allow calling computer to specify its own IP address is not checked. Click OK. Symposium Call Center Server...
Page 165 July 2007 Installing the server software In the Networking Components window, click Next. Result: The Completing the Network Connection Wizard appears. Click Finish. Result: The new connection appears in the Network and Dial-up Connections folder. Installation and Maintenance Guide for Windows 2003...
Page 166: Step 6. Install Pcanywhere Version 11.0.1
You need Microsoft Internet Explorer 5.5 SP2 or later to run pcAnywhere. The installation program for pcAnywhere 11.0.1 checks your system for IE5.5 SP2 or later before proceeding with the installation. If it is required, you can obtain IE5.5 SP2 from the NTJK08BA CD. Symposium Call Center Server...
Page 167 To install pcAnywhere version 11 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 168 Result: The installation wizard starts. If you do not have Internet Explorer 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message; otherwise, do the following: a. Click OK. Result: The InstallShield Wizard interrupted window appears. Symposium Call Center Server...
Page 169 July 2007 Installing the server software b. Click Finish. Result: The Symantec Packager window appears. c. Click Cancel this entire package. d. On the pcA11_0_HostOnly window, double-click the Internet Explorer 5.5 SP2 folder. Result: The Internet Explorer 5.5 SP2 folder opens. e.
Page 170 Enter your user name and organization, and then click Next. Result: The Destination Folder window appears. Click Next to install pcAnywhere in the default location. Result: The Ready to Install window appears. Click Install. Result: The Installation Progress window appears. Symposium Call Center Server...
Page 171 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 172 Click OK to save your changes and close the Properties window. To optimize the server for pcAnywhere Right-click your mouse on the server’s desktop. On the right-click menu, point to Active Desktop, and then make sure the “Show Web Content” option is not selected. Symposium Call Center Server...
Page 173 July 2007 Installing the server software To configure pcAnywhere as a host Log on to Windows as Administrator. From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
Page 174 Installing the server software Standard 7.02 Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Symposium Call Center Server...
Page 175 July 2007 Installing the server software Ensure that the settings are as shown in the following example: If you made changes, the Apply button appears. Click Apply if you have made any changes. Click the Conference tab. Installation and Maintenance Guide for Windows 2003...
Page 176 Click OK to apply all pcAnywhere Host PC settings. Result: The Host List window appears. Enter an appropriate name for the host that you just set up. Click Exit to close the pcAnywhere Manager window. Symposium Call Center Server...
Page 177: Step 7. Copy The Latest Service Update To The Server
Step 7. Copy the latest Service Update to the server Introduction Before you install the Symposium Call Center Server software, copy the latest Service Update and Service Update Supplement to drive D on your server. ATTENTION Do not install the Service Update or Service Update...
Page 178 Installing the server software Standard 7.02 You have completed the preinstallation section. Next, proceed to Section B: “Installation” on page 179 to install Release 5.0 of Symposium Call Center Server. Symposium Call Center Server...
Page 179: Section B: Installation
July 2007 Installing the server software Section B: Installation In this section Overview Step 8. Install the product software and database Step 9. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 180: Overview
Pentium III 500 MHz processors, five database partitions of 4 Gbytes each) took approximately 6 hours. This included operating system installation, disk partitioning, Symposium Call Center Server software installation and configuration, pcAnywhere installation, and the installation of one client PC.
Page 181 The dongle verifies that you have the software package that was purchased for this system. You can set up and test Symposium Call Center Server without the dongle. However, before you connect to the switch to go live, you must ensure that the dongle is attached to the parallel port on the back of the server.
Page 182: Step 8. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 183 July 2007 Installing the server software Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following: If the server is not an NCC server, leave the server type as Standalone.
Page 184 To install a standalone server, make sure Dedicated Server is selected, and then click Next. b. To install a coresident server, click Co-resident Server, select either Symposium Web Client or Symposium Web Client and TAPI Service Provider, and then click Next. Symposium Call Center Server...
Page 185 July 2007 Installing the server software Result: The Pre-install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 186 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Results group shows Pass beside all items listed.
Page 187 July 2007 Installing the server software After making any necessary changes, click OK to proceed with the installation. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears. The text on this window warns you that the software was not successfully installed.
Page 188 Installing the server software Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 189 July 2007 Installing the server software After the system restarts, log on as Administrator. Result: The installation of the Sybase software and the Symposium Call Center Server software continues. The system displays windows showing the different stages (Stage 1 to 5) of the installation. This is an automated installation with no user intervention required until Step 14.
Page 190 Installing the server software Standard 7.02 Stage 4 The system copies files to drive D. Symposium Call Center Server...
Page 191 July 2007 Installing the server software The system installs the Service Update. Stage 5 (This stage has 6 parts and the system creates the database). Installation and Maintenance Guide for Windows 2003...
Page 192 Installing the server software Standard 7.02 Wait until you see the following window (this window may appear behind the Customer information window): Symposium Call Center Server...
Page 193 July 2007 Installing the server software Click Finish. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears. What’s next? Proceed to “Step 9.
Page 194: Step 9. Configure The Product Software
Once you have installed the server software, you need to configure the product software before the server services start running. To configure the product software Enter the customer and company names. Note: The following window is a continuation of the previous procedure. Symposium Call Center Server...
Page 195 Installing the server software Click Next. Result: The Keycode Information window appears. Type your serial number (for M1/Nortel Communication Server 1000 switches) or dongle number (for DMS/SL-100 switches), and the keycode in the appropriate boxes. Note: The serial/dongle number is used in the generation of the keycode.
Page 196 If the information is correct, click Yes to continue. Result: The Switch Information window appears for the type of switch identified by your keycode. This can be either the M1/Nortel Communication Server 1000 Switch Information window or the DMS/SL- 100 Switch Configuration window. The M1/Nortel Communication Server 1000 Switch Information window is shown in the following example.
Page 197 July 2007 Installing the server software Note: If you are installing a Network Control Center (NCC) server, the switch information window does not appear. If you are using a DMS/SL-100 switch, the following window appears instead. Installation and Maintenance Guide for Windows 2003...
Page 198 Address window. Skip to step 11 of this procedure. Click the option button beside the correct IP address for your ELAN. If none of the addresses are correct, click Other, and then type the IP address. Symposium Call Center Server...
Page 199 July 2007 Installing the server software Click Next. Result: The CLAN IP Address window appears. Click the option button beside the correct IP address for your CLAN. If none of the addresses are correct, click Other, and then type the IP address. Installation and Maintenance Guide for Windows 2003...
Page 200 Although Symposium Call Center installs on a server without a COM 2 serial port, the hardcoded dependency in the MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that Symposium Call Center Server...
Page 201 July 2007 Installing the server software does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.) Result: The RSM IP Address window appears. Enter the RSM IP address that you want to associate with the sending of real-time statistical data.
Page 202 Result: If your keycode includes the Symposium Standby Server feature, the Database Replication window appears. See“Configure the Active Server” on page 1223 for more information on how to configure the Symposium Standby Server feature for your system. Otherwise, the Site Name window appears. Symposium Call Center Server...
Page 203 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 204 Note: This process can take 20 to 30 minutes to complete, depending on your server’s CPU and database size. Do not close any windows during the configuration. Wait until you see the following message: Click OK. Result: The following message appears: Symposium Call Center Server...
Page 205 July 2007 Installing the server software Click OK. Note: If you click Cancel, remember to use the Migration utility to create a Platform Recovery Disk when the installation is complete. Skip to the Result in step 27. Result: The Utilities tab appears. In the Create Platform Recovery Disk section, do one of the following: To save the Platform Recovery Disk to a floppy disk: a.
Page 206 If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Click OK to close the Symposium Call Center Server Setup Configuration Utility window. If you selected the option to perform a standalone installation, the following message appears.
Page 207 Note: It may take several minutes for the desktop to appear. Result: The MAS Trace Window appears. The server and database configuration is complete, and the Symposium Call Center Server software is ready for use. To continue with the coresident installation If you selected the option to perform a coresident installation, the following message appears.
Page 208 Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 209: Section C: Post-Installation
July 2007 Installing the server software Section C: Post-installation In this section Step 10. Change the NGenDist and NGenDesign passwords Step 11. Configure the NGen user groups for remote access (standalone) 211 Step 12. Add NGen names to pcAnywhere (standalone) Step 13.
Page 210: Step 10. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 211: Step 11. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 212 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 213: Step 12. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Installing the server software Step 12. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 13. Verify the success of the installation” on page 216. For remote support options for a coresident server, see “Remote access support and coresidency,”...
Page 214 Result: The pcAnywhere Caller Properties: New Caller window appears. On the Identification tab, ensure that the User option button is selected. From the Domain drop-down list, select the computer name of the server in Symposium Call Center Server. Symposium Call Center Server...
Page 215 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 216: Step 13. Verify The Success Of The Installation
On the server PC Make sure that you are logged on to the server as NGenSys. From the Start menu, choose Programs ➝ Symposium Call Center Server ➝ System Monitor. Result: The System Monitor window appears showing the state of each Symposium Call Center Server service.
Page 217: Step 14. Add Server To Domain (Optional)
Step 14. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 218 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain controller authenticates the user.
Page 219 July 2007 Installing the server software To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Installation and Maintenance Guide for Windows 2003...
Page 220 Installing the server software Standard 7.02 Right click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Symposium Call Center Server...
Page 221 July 2007 Installing the server software Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up and then click Next. Result: The Network Selection window appears. Installation and Maintenance Guide for Windows 2003...
Page 222 Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears. Symposium Call Center Server...
Page 223 July 2007 Installing the server software Click New. Result: The New Address Range window appears. Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered.
Page 224 Option 1: To create a domain user while using NGenDist account for pcAnywhere This option requires creating a domain user account on the Domain controller with dial-in access privileges, while retaining the NGenDist or NGenDesign accounts at a pcAnywhere level. Symposium Call Center Server...
Page 225 Symposium Call Center Server Release 5.0 server remotely. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software or pcAnywhere installation.
Page 226 On the pcAnywhere configuration, you need to select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged in using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 227: Step 15. Other Post-Installation Tasks
July 2007 Installing the server software Step 15. Other post-installation tasks Configure RSM Note: You must configure RSM for a coresident server. You must configure the RSM service to provide moving window and interval-to- date statistics for multicast real-time displays. For instructions on configuring RSM, see Chapter 22, “Installing and configuring Real-time Statistics Multicast.”...
Page 228 Back up the server Create full, database, and (if applicable) RAID backups of the server. For instructions, refer to Chapter 19, “Backing up data.” What’s next? Continue to Chapter 3, “Installing the client software” on page 43. Symposium Call Center Server...
Page 229: Release 5.0
P a r t 2 Upgrading to Symposium Call Center Server Release 5.0 Installation and Maintenance Guide for Windows 2003...
Page 230: Upgrading Overview
C h a p t e r 6 Upgrading overview In this chapter Overview Symposium Call Center Server...
Page 231: Overview
Upgrading on the same server versus upgrading to a new server Upgrading on the same server To upgrade from Release 4.x of Symposium Call Center Server to Release 5.0, plan for the server to be offline for between 4 to 6 hours, depending on your system and database size.
Page 232 Standard 7.02 Upgrading to a different server To upgrade from 4.x of Symposium Call Center Server to Release 5.0 to a different server, keep the old server online while installing the software on the new server. Take the server offline only after you have performed the database backup.
Page 233 Upgrading overview Use the Database Restore utility to perform the database restore.When the database restore is complete, the Symposium Call Center Server Database Restore utility automatically launches the Server Setup Configuration utility. Verify the configuration information, and then complete the configuration process.
Page 234 Release 5.0 of Symposium Call Center Server does not automatically expand your database into additional or larger database partitions during an upgrade, as in earlier releases.
Page 235 Keycode requirements for upgrading to Release 5.0 Use the following table to determine whether you need a new keycode when you configure your Release 5.0 server, or if you can reuse the keycode from your existing Symposium Call Center Server: Existing system Keycode requirements Release 5.0...
Page 236 Upgrading overview Standard 7.02 If you must transfer all call statistics to the new server, Nortel recommends that you take the original server out of service as soon as you have completed the database backup, and keep it out of service during the entire upgrade procedure you collect all of the needed call statistics from the original server’s...
Page 237 July 2007 Upgrading overview Perform a trial run of the Database Integrity Check, Platform Recovery Disk creation, and database backup Some upgrades are slowed down when database errors are detected during a Database Integrity Check, or during the creation of a Platform Recovery Disk, which checks for database segmentation problems.
Page 238 Upgrading overview Standard 7.02 Symposium Call Center Server...
Page 239: Upgrading From Release 4.0 To 5.0 On The Same Server
C h a p t e r 7 Upgrading from Release 4.0 to 5.0 on the same server In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 240: Overview
Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Overview This chapter shows you how to upgrade from Symposium Call Center Server Release 4.0 to 5.0 (standalone or coresident). This involves moving your setup configuration, call center configuration, and call statistics to a Release 5.0 platform.
Page 241: Section A: Preinstallation
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Section A: Preinstallation In this section Overview Step 1. Read the documentation for performing an upgrade Step 2. Gather the materials required for an upgrade Step 3. Investigate and resolve any tape drive compatibility issues Step 4.
Page 242: Overview
Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Overview This section describes the preinstallation steps you need to perform on the Release 4.0 server before installing the Release 5.0 Symposium Call Center Server software (standalone or coresident). Symposium Call Center Server...
Page 243: Step 1. Read The Documentation For Performing An Upgrade
Perform the following tasks: Read “Upgrading overview” on page 230. Check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or the Partner Information Center web site. The addenda and documentation may contain important information regarding your upgrade.
Page 244: Step 2. Gather The Materials Required For An Upgrade
Performance Enhancement Packages (PEPs) pcAnywhere 11.0.1 Host-Only CD-ROM Windows Server 2003 Release 4.0 on Symposium Call Center Server runs on NT 4.0. operating system Therefore, you need to install the Windows Server 2003 (Enterprise or Standard) operating system on your server before installing Release 5.0.
Page 245: Step 3. Investigate And Resolve Any Tape Drive Compatibility Issues
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Step 3. Investigate and resolve any tape drive compatibility issues Introduction Note: This section applies only if you are using a tape drive to back up and restore your database. If you are using a remote directory, you can skip this step. When performing an upgrade, you must create a database backup of your original server and restore it on your Release 5.0 server.
Page 246 ATTENTION If you are installing a Network Control Center (NCC) server, Nortel recommends that you write down the IP addresses of all the sites in the network before proceeding with the remaining upgrade. After you finish the upgrade on the NCC, this list of IP addresses will enable you to re- add the network sites more efficiently.
Page 247: Step 4. Install The Latest Service Update And Any Required Peps
Solutions PEP Library to see if there is a more recent Service Update pack or any required PEPs for the release of Symposium Call Center Server that you are running on your original server. If so, install them on your original server. For installation instructions, refer to Nortel Networks Symposium Call Center Server Software Installation and Maintenance Guide for Release 4.0.
Page 248 To check the PEP levels on the original Release 4.0 server Log on to the original server as NgenSys. From the Windows Start menu, choose Programs → Symposium → Symposium Call Center Server → DMI_View. Result: The DMI Viewer window appears. Symposium Call Center Server...
Page 249 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click Show PEPs. Result: The List of all PEPs appears. Click each displayed PEP on the list of PEPs. Record the PEP Product Name, PEP Version, and PEP Type on the “PEP and SU level worksheet” in the following table.
Page 250 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Item Fill in the required information PEP Version PEP Type PEP Product Name PEP Version PEP Type PEP Product Name PEP Version PEP Type PEP Product Name PEP Version PEP Type Symposium Call Center Server...
Page 251: Step 5. Perform A Database Integrity Check On The Original Server
To ensure the integrity of the databases on the original server, Nortel recommends that you perform a database integrity check before creating a backup of your database. This step is highly recommended to capture any database consistency problems.
Page 252 Result: The Platform Migration Utility window appears. Select the Database Integrity Check option, and then click Continue. Result: The following window appears: Click OK. Result: The system displays messages as it checks the status of each service running on the server. Symposium Call Center Server...
Page 253 (such as Notepad). When checking the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service with any detected database errors, even though it may seem to be functioning properly.
Page 254: Step 6. Create A Backup Of The Original Server's Database
You can restore a more recently backed-up database (4.0 or 4.2) than the database when your new Release 5.0 server is ready to go live. For example, if you upgrade from either Symposium Call Center Server Release 4.x to Release 5.0, but keep the original Release 4.x server active, when your Release 5.0 server goes live, you can restore a more recently backed-up...
Page 255 To calculate the speed for database backups to tape (based on your configuration), see the formula listed in the section “Online Database Backup Speed Elapsed Time” in the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for Release 4.2.
Page 256 From a client PC, log on to the original server as a Symposium Call Center Server administrator. Schedule a database backup on the original platform. For instructions on scheduling backups, refer to Nortel Networks Symposium Call Center Server Software Installation and Maintenance Guide for Release 4.2 Once the database backup is complete on the original server, remove the backup tape and save it for the restore of the original server’s database on...
Page 257 You must identify the computer onto which you are going to back up the database. You must then complete a series of steps to set up the connection between the server in Symposium Call Center Server and the remote directory. The following section explains the requirements for the remote computer and network.
Page 258 Note: The following procedures do not provide detailed steps, since they differ depending on the operating system on your network computer. Symposium Call Center Server...
Page 259 July 2007 Upgrading from Release 4.0 to 5.0 on the same server To create the local Windows user account on the network computer Create a new user account in Windows using the user name and password that you recorded in the worksheet. Create the new user in Programs ➝...
Page 260 Preparing the server in Symposium Call Center Server for remote directory backup On your Release 4.0 Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer. You then add the account to the policy “Log on as a service.” The following procedure provides detailed steps.
Page 261 Make sure the check box for User Must Change Password at Next Logon is not checked. Note: If this check box is checked, the remote backup may fail because the server in Symposium Call Center Server may not be able to access the network computer. Select the check box for Password Never Expires.
Page 262 Note: A database backup uses the HDM service. If this service is not up, the database backup cannot start. Open a Command Prompt window on the Release 4.0 server. Change to the directory D:\Nortel\Mig42 (this is where the remote backup utility is installed). For example: a. Type d:, and then press Enter.
Page 263 D:\Sybase\install and open the file backup.log.txt. This file may indicate the source of the problem. Retry the backup and check the backup log again. If there are still messages or errors, contact Nortel product support. Note: If you begin a second database backup before the first backup is finished, the system may not function properly.
Page 264: Step 7. Create A Platform Recovery Disk From The Original Server
Result: The Platform Migration Utility window appears. Select the Export database information option. The Dump system information to floppy disk option is automatically selected. Click Continue. Result: The system prompts you to insert a floppy disk. Symposium Call Center Server...
Page 265 If the system finds a database data segmentation overlapping problem, it advises you to contact Nortel support before proceeding with the migration procedure. After support fixes the problem, you must create a new Platform Recovery Disk before proceeding with the migration.
Page 266 The Platform Recovery Disk contains a number of support files, including the file MigInfo.txt. This file contains the following information about the original server: Communication Server 1000 (M1) Symposium Call Center Server keycode Communication Server 1000 (M1) serial number installed computer name...
Page 267 What’s next? You have completed the preinstallation steps on the Release 4.0 Symposium Call Center Server. Proceed to “Step 8. Reconfigure the original server for Release 5.0” on page 268 to reconfigure your server for the Release 5.0 server software.
Page 268: Step 8. Reconfigure The Original Server For Release 5.0
88, or “Coresident server requirements” on page 94 for more information. If you have not already shut down your Symposium Call Center Server services, do so now. From the Windows Start menu, choose Programs ➝ Symposium Call Center Server ➝ Shutdown, and then follow the on- screen instructions.
Page 269 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Step 2. Check the disk partition configuration on the original server Record the disk partition configuration of the original server so you can use it to determine how to partition your new server. To check the disk partition configuration on the original server From the Windows Start menu, choose Programs →...
Page 270 Step 3. Check the RAM size on the original server The total physical RAM of the reconfigured server must meet the requirements for a Symposium Call Center Server Release 5.0 server (standalone or coresident). To check the RAM size on the original server From the Windows Start menu, choose Settings →...
Page 271 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Record the RAM size on the “RAM size worksheet” in the following section. RAM size worksheet Item Fill in the required information RAM size Installation and Maintenance Guide for Windows 2003...
Page 272 Step 4. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation. Some of the information is contained in the Platform Recovery Disk you created. However, it is still a good idea to record the information for reference.
Page 273 July 2007 Upgrading from Release 4.0 to 5.0 on the same server ✔ Step Details Record switch The following restrictions apply to switch names: information. Valid characters for switch names are A–Z, a–z, 0–9, _ (underscore), and . (period). Switch names must begin with an alphabetical character and cannot contain spaces.
Page 274 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 275 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 276 Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN router/gateway IP address IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ Symposium Call Center Server...
Page 277 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 278 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 279 July 2007 Upgrading from Release 4.0 to 5.0 on the same server ✔ Step Details Check for equipment Ethernet connections ready at the switch and data required for (cable and transceiver/Multistation Access Unit) the server installation. Hub or switch for the ELAN Jacks and cable ready to connect the server to the CLAN (Optional) Cable ready to connect the ELAN to the...
Page 280 Standard 7.02 On the reconfigured server, you can use a different computer name and different IP addresses than on the original server. However, Nortel recommends that you use the original server’s computer name and IP addresses (CLAN and ELAN) on your new server. Refer to the information in the MigInfo.txt file on the Platform Recovery Disk.
Page 281 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Performing a new installation of Windows Server 2003 (standalone or coresident) Use the following checklist to perform a new installation of Windows Server 2003: Install Windows Server 2003 ✔...
Page 282 Details Your Product Enter the License product key. Key window Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Computer Name Enter the computer name and administrator password, as recorded in “Record and check for required installation...
Page 283 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Install Windows Server 2003 ✔ Step Details Modem Dialing Complete this window as required for your site. Information Note: This window appears if you have a modem attached to the window server.
Page 284 “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site. Symposium Call Center Server...
Page 285 272. To add a standalone server to a domain, do so only after you have installed Symposium Call Center Server. To add a coresident server to a domain, do so only after you have installed Symposium Web Client, or after TAPI (if installing TAPI).
Page 286 Select Management and Monitoring Tools, and then click Details. Make sure the check box beside SNMP is checked. If it is checked, then SNMP is installed. Click OK to return to the Add/Remove Windows Components property page. Symposium Call Center Server...
Page 287 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 288 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. From the Start menu, choose All Programs ➝ Control Panel. Click System.
Page 289 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Install Windows Server 2003 ✔ Step Details Configure the Note: Skip this step if you are installing a coresident server. For modem remote support options for a coresident server, see “Remote connection access support and coresidency”...
Page 290 For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4. If a required port does not exist: Ensure that the port is installed. Go to the BIOS and correct the address of the missing port. Symposium Call Center Server...
Page 291 Details 11 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel.
Page 292 14 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack Security Hotfixes Compatibility List (Available on the Partner and any Information Center web site).
Page 293 Install Windows Server 2003 ✔ Step Details 15 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 294 You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 295 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click the Computer Name tab. Result: The System Properties window appears. Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Properties.
Page 296 Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround: Symposium Call Center Server...
Page 297 If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 18. Add server to domain (optional),” on page 362 on configuring remote access in a domain environment.
Page 298 “Connecting to a USB modem.” To configure the operating system for remote access (workgroup) From the Start menu, choose Settings ➝ Control Panel ➝ Network Connections ➝ New Connection Wizard. Result: The New Connection Wizard appears. Symposium Call Center Server...
Page 299 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click Next. Result: The Network Connection Type window appears. Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Installation and Maintenance Guide for Windows 2003...
Page 300 Result: The Devices for Incoming Connections window appears. Ensure that the server’s modem appears in the Connection devices box with a check mark beside it, and then click Next. Result: The Incoming Virtual Private Connection window appears. Symposium Call Center Server...
Page 301 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to connect to the server remotely.
Page 302 In the Networking components box, highlight Internet Protocol (TCP/IP), and then click Properties. Result: The Incoming TCP/IP Properties window appears. Ensure that the check box beside Allow callers to access my local area network is not checked. Symposium Call Center Server...
Page 303 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Select the Specify TCP/IP addresses option. In the From and To boxes, you must specify a range of IP addresses in the same subnet as the CLAN IP address. This range must include at least two available IP addresses.
Page 304 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 What’s next? You have completed installing and configuring Windows Server 2003 for Release 5.0 of Symposium Call Center Server. Next, proceed to “Step 9. Install pcAnywhere version 11.0.1” on page 305. Symposium Call Center Server...
Page 305: Step 9. Install Pcanywhere Version 11.0.1
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Step 9. Install pcAnywhere version 11.0.1 Introduction One licensed copy of pcAnywhere version 11.0.1 for host computers only is provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
Page 306 To install pcAnywhere version 11.0.1 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 307 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Double-click pcAnywhere.exe. Result: The installation wizard starts. If you do not have Internet Explorer 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message; otherwise, do the following: a.
Page 308 When prompted to restart the computer, close all other windows first, and then click Finish. After the computer restarts, log on as Administrator. Result: The Windows Update sets up and completes the IE5.5 SP2 installation. Symposium Call Center Server...
Page 309 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Resume the pcAnywhere 11.0.1 installation by first making sure the NTJK08BA CD is in the CD-ROM drive. k. Navigate to the root directory of the CD, and then double-click pcAnywhere.
Page 310 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 311 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Right-click the pcAnywhere folder icon. Result: A pop-up menu appears. From the pop-up menu, click Properties. Result: The pcAnywhere Properties window appears. Click the Security tab. In the Name box, highlight Administrators. To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure that there is an Allow check mark beside Full Control.
Page 312 Note: Do not use the Wizard option. Result: The Host Properties: New Host window appears. On the Connection Info tab, ensure that only the TCP/IP check box is selected. From the Optimized for drop-down box, select Low bandwidth (modem connection). Symposium Call Center Server...
Page 313 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Installation and Maintenance Guide for Windows 2003...
Page 314 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Ensure that the settings are as shown in the following example: If you made changes, the Apply button appears. Click Apply if you have made any changes. Click the Conference tab. Symposium Call Center Server...
Page 315 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Ensure that Enable conferencing and Obtain IP address automatically are selected, as shown in the following example: Click the Protect Item tab if you want to protect the settings for this caller account by assigning a password to control access to the settings.
Page 316: Step 10. Add Local Windows Account To The Reconfigured Server
Introduction On your reconfigured Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer containing the database backup. You then add the account to the policy “Log on as a service.”...
Page 317 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 318 Click Apply, and then click OK. Close all windows that remain open. To log on as a service On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 319 July 2007 Upgrading from Release 4.0 to 5.0 on the same server From the right panel, double-click Log on as a service. Result: The Local Security Policy Setting window appears. Click Add User or Group. Result: The Select Users or Groups window appears. In the Enter the object names to select text box, type the user account that you just created, and then click OK.
Page 320: Step 11. Copy The Latest Service Update And Platform Recovery Disk
Step 11. Copy the latest Service Update and Platform Recovery Disk Introduction Before installing the Release 5.0 Symposium Call Center Server software, you must do the following: Copy the latest Service Update pack to drive D on your server. Copy the Platform Recovery Disk from the Release 4.0 Symposium Call Center Server to drive D:\OldPrd of the reconfigured server.
Page 321 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Navigate to the Supplementary CD or the shared drive and copy the Service Update (for example, NN_SCCS_5.0_SU_04_S.msi) to the root of the server’s drive D. Create a directory called OldPrd in drive D. Insert the Platform Recovery Disk you created previously into drive A.
Page 322 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Symposium Call Center Server...
Page 323: Section B: Installation
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Section B: Installation In this section Overview Step 12. Install the product software and database Step 13. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 324: Overview
Introduction When the base configuration of your new server is ready, you can perform all the steps to complete the upgrade to Release 5.0 of Symposium Call Center Server. Before installing the server software Before installing the server software, check off the items in the following checklist to ensure that you have performed all the required preinstallation steps.
Page 325 Steps Make sure no third-party software is installed. Nortel recommends that you do not install any third-party software on your Symposium Call Center Server. This can compromise system performance. Exceptions are pcAnywhere software, which is required for remote support, and antivirus software, which is required for security purposes.
Page 326: Step 12. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 327 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following: If the server is not an NCC server, leave the server type as Standalone.
Page 328 To install a standalone server, make sure Dedicated Server is selected, and then click Next. b. To install a coresident server, click Coresident Server, select either Symposium Web Client, or Symposium Web Client and TAPI Service Provider, and then click Next. Symposium Call Center Server...
Page 329 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Result: The Pre-install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 330 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Results group shows Pass beside all items listed.
Page 331 July 2007 Upgrading from Release 4.0 to 5.0 on the same server After you make any necessary changes and are ready to proceed with the installation, click OK. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears.
Page 332 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 333 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Stage 2 Stage 3 Stage 4 Installation and Maintenance Guide for Windows 2003...
Page 334 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 The system copies files to drive D. The system installs the Service Update. Symposium Call Center Server...
Page 335 July 2007 Upgrading from Release 4.0 to 5.0 on the same server The system creates the database. This stage may take up to 2 hours. Wait until the Database Restore Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 336 16 of this procedure. Result: If you selected Network Disk, the following window appears: a. Enter the account, password and network path information, and then click Next. Result: The following window appears: Symposium Call Center Server...
Page 337 July 2007 Upgrading from Release 4.0 to 5.0 on the same server b. Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c.
Page 338 Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c. Proceed to step 17 of this procedure. Symposium Call Center Server...
Page 339 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click Done. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears.
Page 340: Step 13. Configure The Product Software
Click Next to accept the customer information. Result: The Keycode Information window appears. Enter the new Release 5.0 keycode. Note: Once you have entered the keycode, you can click View Keycode Information to view the keycode details. Symposium Call Center Server...
Page 341 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Verify that the information is correct, and then click Next to view the next window. Correct any information as necessary. Do the same for every window in the wizard until the Site Name window appears. Installation and Maintenance Guide for Windows 2003...
Page 342 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 343 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click OK to save your changes. Result: The following window appears: Click Yes. Result: If your keycode includes a Database Replication feature, the following window appears: Note: Go to “Configure the Active Server” on page 1223 to continue your installation.
Page 344 It displays a status for each stage of configuration. Note: This process can take 20 to 30 minutes to complete, depending on your server’s CPU and database size. Do not close any windows during the configuration. Wait until you see the following message: Symposium Call Center Server...
Page 345 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Click OK. Result: The following message appears: Click OK. Note: If you click Cancel, remember to use the Migration utility to create a Platform Recovery Disk when the installation is complete. Skip to the Result in step 14.
Page 346 If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Click OK to close the Symposium Call Center Server Setup Configuration Utility window. Symposium Call Center Server...
Page 347 Note: It may take several minutes for the desktop to appear. Result: The MAS Trace Window appears. The server and database configuration is complete, and the Symposium Call Center Server software is ready for use. To continue with the coresident installation...
Page 348: Backing Up The Server
Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 349 July 2007 Upgrading from Release 4.0 to 5.0 on the same server What’s next? Proceed to Section C: “Post-installation” on page 351. Installation and Maintenance Guide for Windows 2003...
Page 350 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Symposium Call Center Server...
Page 351: Section C: Post-Installation
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Section C: Post-installation In this section Step 14. Change the NGenDist and NGenDesign passwords Step 15. Configure the NGen user groups for remote access (standalone) 355 Step 16. Add NGen names to pcAnywhere (standalone) Step 17.
Page 352: Step 14. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 353 July 2007 Upgrading from Release 4.0 to 5.0 on the same server In the Password box, type the new password. Note: Ensure that you use a password that contains a combination of numbers and letters. In the Confirm Password box, type the same password entered in the Password box.
Page 354: Password Security
You must be logged on as NGenSys to monitor and manage the server. Password security Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them. Symposium Call Center Server...
Page 355: Step 15. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 356 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 357: Step 16. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Upgrading from Release 4.0 to 5.0 on the same server Step 16. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 17. Prepare the new server for full service” on page 360.
Page 358 Result: The pcAnywhere Caller Properties: New Caller window appears. On the Identification tab, ensure that the User option button is selected. From the Domain drop-down list, select the computer name of the server in Symposium Call Center Server. Symposium Call Center Server...
Page 359 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 360: Step 17. Prepare The New Server For Full Service
To prepare the server for full service (for upgrades within the same server) If it is not already connected, reconnect the server to the network. Restart the server to begin using the Release 5.0 Symposium Call Center Server software. Verify the proper operation of the Symposium Call Center Server software on the new server.
Page 361 July 2007 Upgrading from Release 4.0 to 5.0 on the same server extra space. For more information, see “Database Expansion utility” on page 1101. ATTENTION If you expand your database, then you must create a new Platform Recovery Disk afterward. For details, see “Creating a Platform Recovery Disk”...
Page 362: Step 18. Add Server To Domain (Optional)
Step 18. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 363 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain Controller authenticates the user. Since no local dial-in account is created on the Symposium Call Center Server, the system no longer uses accounts NGenDist and NGenDesign for dial-up access.
Page 364 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Symposium Call Center Server...
Page 365 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Installation and Maintenance Guide for Windows 2003...
Page 366 Upgrading from Release 4.0 to 5.0 on the same server Standard 7.02 Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up, and then click Next. Result: The Network Selection window appears. Symposium Call Center Server...
Page 367 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears.
Page 368 Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered. Click Next. Result: The Managing Multiple Remote Access Servers window appears. Symposium Call Center Server...
Page 369 July 2007 Upgrading from Release 4.0 to 5.0 on the same server Select No, use Routing and Remote Access to authenticate requests, and then click Next. Result: The Completing the Routing and Remote Access Server Setup Wizard window appears. Click Finish. Result: The Routing and Remote Access service starts and is successfully installed on your computer.
Page 370 Symposium Call Center Server Release 5.0 server. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software or pcAnywhere installation.
Page 371 On the pcAnywhere configuration, you must select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged on using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 372: Step 19. Other Post-Installation Tasks
After you make changes to the server, update the emergency repair disk to record the latest configuration data. What’s next? If you need to install a client, continue to Chapter 3, “Installing the client software” on page 43. Symposium Call Center Server...
Page 373: Upgrading From Release 4.0 To 5.0 On A New Server
C h a p t e r 8 Upgrading from Release 4.0 to 5.0 on a new server In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 374: Overview
Standard 7.02 Overview This chapter shows you how to upgrade from Symposium Call Center Server Release 4.0 to Release 5.0 on a new server (standalone or coresident). Note: Follow the procedures in this chapter if you are upgrading a Release 4.0 Network Control Center server, or if you are upgrading Release 4.0 servers in a...
Page 375: Section A: Preinstallation
July 2007 Upgrading from Release 4.0 to 5.0 on a new server Section A: Preinstallation In this section Overview Step 1. Read the relevant documentation for performing an upgrade Step 2. Gather the materials required for an upgrade Step 3. Investigate and resolve any tape drive compatibility issues Step 4.
Page 376: Overview
Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Overview This section describes the preinstallation steps to perform on the original Release 4.0 server and the new Release 5.0 server before installing the Release 5.0 Symposium Call Center Server software. Symposium Call Center Server...
Page 377: Step 1. Read The Relevant Documentation For Performing An Upgrade
Read the section “Upgrading overview” on page 230. Check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or the Partner Information Center web site. The addenda and documentation may contain important information regarding your upgrade.
Page 378: Step 2. Gather The Materials Required For An Upgrade
Use this item to create a Platform Recovery Disk that contains disk the original server’s setup record and database configuration. Symposium Call Center Server...
Page 379 Center Server software on the new server. This includes the for Release 5.0 following installation disks: Server Application CD-ROM containing the Symposium Call Center Server installation software and the Platform Compliance Check utility Server Supplementary CD-ROM containing any additional software components required for Symposium Call Center...
Page 380: Step 3. Investigate And Resolve Any Tape Drive Compatibility Issues
Note: If there are incompatibilities, you may receive the following message when trying to restore the database on the new server: Unable to retrieve backup name. Symposium Call Center Server...
Page 381 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Requirements for compatibility Options for achieving compatibility The tape drive hardware must If your original server and new server do not have be compatible with both the compatible tape drives and tape media, one option is to use original server and the new the same physical tape drive hardware on both the original server.
Page 382: Step 4. Install The Latest Service Update And Required Peps
Solutions PEP Library to see if there is a more recent Service Update pack or any required PEPs for the release of Symposium Call Center Server that you are running on your original server. If so, install them on your original server. For installation instructions, refer to Nortel Networks Symposium Call Center Server Software Installation and Maintenance Guide for Release 4.0.
Page 383 To check the PEP levels on the original Release 4.0 server Log on to the original server as NgenSys. From the Windows Start menu, choose Programs → Symposium → Symposium Call Center Server → DMI_View. Result: The DMI Viewer window appears. Installation and Maintenance Guide for Windows 2003...
Page 384 Name, PEP Version, and PEP Type on the “PEP and SU level worksheet” in the following table. PEP and SU level worksheet Item Fill in the required information SU Product Name SU Version SU Type SU Product Name SU Version SU Type PEP Product Name Symposium Call Center Server...
Page 385 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Item Fill in the required information PEP Version PEP Type PEP Product Name PEP Version PEP Type PEP Product Name PEP Version PEP Type PEP Product Name PEP Version PEP Type Installation and Maintenance Guide for Windows 2003...
Page 386: Step 5. Perform A Database Integrity Check On The Original Server
To ensure the integrity of the databases on the original server, Nortel recommends that you perform a database integrity check before creating a backup of your database. This step is highly recommended to capture any database consistency problems.
Page 387 July 2007 Upgrading from Release 4.0 to 5.0 on a new server To perform a database integrity check on the original Release 4.0 server Log on to the server as NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server →...
Page 388 (such as Notepad). When checking the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service with any detected database errors, even though it may seem to be functioning properly.
Page 389: Step 6. Create A Backup Of The Original Server's Database
You can restore a more recently backed-up database (4.0 or 4.2) than the database when your new Release 5.0 server is ready to go live. For example, if you upgrade from either Symposium Call Center Server Release 4.x to Release 5.0, but keep the original Release 4.x server active, when your Release 5.0 server goes live, you can restore a more recently backed-up...
Page 390 To calculate the speed for database backups to tape (based on your configuration), see the formula listed in the section “Online Database Backup Speed Elapsed Time” in the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for Release 4.2.
Page 391 Schedule a database backup on the original platform. For instructions on scheduling backups, refer to Nortel Networks Symposium Call Center Server Installation and Maintenance Guide for Release 4.2 Once the database backup is complete on the original server, remove the backup tape and save it for the restore of the original server’s database on...
Page 392 You must identify the computer onto which you are going to back up the database. You must then complete a series of steps to set up the connection between the server in Symposium Call Center Server and the remote directory. The following section explains the requirements for the remote computer and network.
Page 393 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Worksheet for setting up a remote directory backup You need to set up an account, password, and a shared directory on your network computer in preparation for a remote directory backup. Create names for these items ahead of time and record them in the table below.
Page 394 “User must change password at next logon.” If this check box is selected, Symposium Call Center Server may not be able to connect to the remote computer. Make the user account a member of the Administrators group. Symposium Call Center Server...
Page 395 Preparing the server in Symposium Call Center Server for remote directory backup On your Release 4.0 Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer. You then add the account to the policy “Log on as a service.” Detailed steps are provided in the following procedure.
Page 396 Make sure the check box for User Must Change Password at Next Logon is not checked. Note: If this check box is checked, the remote backup may fail because the server in Symposium Call Center Server may not be able to access the network computer. Select the check box for Password Never Expires.
Page 397 Note: A database backup uses the HDM service. If this service is not up, the database backup cannot start. Open a Command Prompt window on the Release 4.0 server. Change to the directory D:\Nortel\Mig42 (this is where the remote backup utility is installed). For example: a. Type d:, and then press Enter.
Page 398 D:\Sybase\install and open the file backup.log.txt. This file may indicate the source of the problem. Retry the backup and check the backup log again. If there are still messages or errors, contact Nortel product support. Note: If you begin a second database backup before the first backup is finished, the system may not function properly.
Page 399: Step 7. Create A Platform Recovery Disk From The Original Server
July 2007 Upgrading from Release 4.0 to 5.0 on a new server Step 7. Create a Platform Recovery Disk from the original server Introduction Create a Platform Recovery Disk to gather certain required information from your original server, such as its setup record and database configuration. The Platform Recovery Disk contains the file MigInfo.txt, which includes important details about how the original server was configured.
Page 400 If the system finds a database data segmentation overlapping problem, it advises you to contact Nortel support before proceeding with the migration procedure. After support fixes the problem, you must create a new Platform Recovery Disk before proceeding with the migration.
Page 401 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Communication Server 1000 (M1) Symposium Call Center Server keycode Communication Server 1000 (M1) serial number installed computer name current computer name site name Communication Server 1000 (M1) switch name...
Page 402 Communication Server 1000 (M1) serial number installed computer name current computer name site name server ELAN IP address server CLAN IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) server software version Symposium Call Center Server...
Page 403: Step 8. Prepare The New Server For Release 5.0
You must complete the base configuration of your new server before you can install Release 5.0 of Symposium Call Center Server and restore your database. Note: This process involves serveral steps and can take from 3 to 5 hours to complete.
Page 404 (both ELAN and CLAN). The new platform should remain disconnected until the upgrade procedure is completed. Note: Nortel recommends that you test your network connection before you prepare your new server for full service. To avoid network conflict, after you ensure that the new server is disconnected from the original server’s...
Page 405 July 2007 Upgrading from Release 4.0 to 5.0 on a new server The following table presents an example of disk partition configuration: Disk drive letter Disk partition size Disk partition size Disk number assignment (Standalone) (Coresident) Disk 0 4 Gbytes + 1.5 X 4 Gbytes + 1.5 X RAM NTFS RAM + 8 Gbytes...
Page 406 Step 3. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation. You will need to refer to this checklist for specific information during the installation. Some of the information is contained in the Platform Recovery Disk you created.
Page 407 July 2007 Upgrading from Release 4.0 to 5.0 on a new server ✔ Step Details Record switch The following restrictions apply to switch names: information. Valid characters for switch names are A–Z, a–z, 0– 9, _ (underscore), and . (period). Switch names must begin with an alphabetical character and cannot contain spaces.
Page 408 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 409 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 410 Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN router/gateway IP address IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ Symposium Call Center Server...
Page 411 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 412 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 413 July 2007 Upgrading from Release 4.0 to 5.0 on a new server ✔ Step Details Check for equipment Ethernet connections ready at the switch and data required for (cable and transceiver/Multistation Access Unit) the server installation. Hub or Ethernet switch for the ELAN Jacks and cable ready to connect the server to the CLAN (Optional) Cable ready to connect the ELAN to the...
Page 414 Standard 7.02 On the new server, you can use a different computer name and different IP addresses than on the original server. However, Nortel recommends that you use the original server’s computer name and IP addresses (CLAN and ELAN) on your new server. Refer to the information in the MigInfo.txt file on the Platform Recovery Disk.
Page 415 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Performing a new installation of Windows Server 2003 (standalone or coresident) Use the following checklist to perform a new installation of Windows Server 2003: Install Windows Server 2003 ✔...
Page 416 Install Windows Server 2003 ✔ Step Details Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Computer Name Enter the computer name and administrator password, as recorded in “Record and check for required installation...
Page 417 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details After the system has installed the networking components and Networking the status bar has finished scrolling, select Custom settings. Settings window Use this window to select networking components and set up Networking the TCP/IP parameters for the CLAN and ELAN network...
Page 418 When logging on to Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Symposium Call Center Server functionality. However, proceed to the next step (Step 6) to configure additional server software.
Page 419 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details Add/Remove Use Add/Remove Programs to configure your Windows Server Programs. 2003 operating system for either a standalone or coresident installation. Standalone TIP: From the Start menu, choose Settings ➝...
Page 420 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 421 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. From the Start menu, choose All Programs ➝ Control Panel. Click System.
Page 422 Click either the CLAN or ELAN connection, and then from the Advanced menu, click Advanced Settings. In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. Symposium Call Center Server...
Page 423 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details 11 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration.
Page 424 Details 12 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: When upgrading from a Release 4.0 MAS server, make sure you have an additional database drive.
Page 425 15 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack. Security Hotfixes Compatibility List (available on the Partner Information Center web site).
Page 426 Install Windows Server 2003 ✔ Step Details 16 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 427 You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 428 Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Properties. Result: The Computer Name Changes window appears. Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears. Symposium Call Center Server...
Page 429 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case. Do one of the following: If the names match, close the windows you opened and continue with the configuration of your server.
Page 430 If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 18. Add server to domain (optional),” on page 494 on configuring remote access in a domain environment.
Page 431 July 2007 Upgrading from Release 4.0 to 5.0 on a new server If you have installed a USB modem for remote access, see Appendix D, “Connecting to a USB modem,” on page 1303. To configure the operating system for remote access (workgroup) From the Start menu, choose Settings ➝...
Page 432 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Click Next. Result: The Network Connection Type window appears. Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Symposium Call Center Server...
Page 433 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Make sure Accept incoming connections is selected, and then click Next. Result: The Devices for Incoming Connections window appears. Ensure that the server’s modem appears in the Connection devices box with a check mark beside it, and then click Next.
Page 434 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to connect to the server remotely.
Page 435 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Result: The Networking Components window appears. Ensure that there are default check marks beside the three components, as shown in the preceding illustration. In the Networking components box, highlight Internet Protocol (TCP/IP), and then click Properties.
Page 436 Type the name of the incoming connection as you want it to appear in the Network and Dial-up Connections folder. In the Networking Components window, click Next. Result: The Completing the New Connection Wizard appears. Click Finish. Result: The new connection appears in the Network and Dial-up Connections folder. Symposium Call Center Server...
Page 437 Upgrading from Release 4.0 to 5.0 on a new server What’s next? You have completed installing and configuring Windows Server 2003 for Release 5.0 of Symposium Call Center Server. Next, proceed to “Step 9. Install pcAnywhere version 11.0.1” on page 438. Installation and Maintenance Guide for Windows 2003...
Page 438: Step 9. Install Pcanywhere Version 11.0.1
You need Microsoft Internet Explorer 5.5 SP2 or later to run pcAnywhere. The installation program for pcAnywhere 11.0.1 checks your system for IE5.5 SP2 or later before proceeding with the installation. If needed, you can obtain IE5.5 SP2 from the NTJK08BA CD. Symposium Call Center Server...
Page 439 To install pcAnywhere version 11.0.1 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 440 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message; otherwise, do the following: a. Click OK. Result: The InstallShield Wizard interrupted window appears. b. Click Finish. Result: The Symantec Packager window appears. Symposium Call Center Server...
Page 441 July 2007 Upgrading from Release 4.0 to 5.0 on a new server c. Click Cancel this entire package. d. On the NTJK08BA CD window, double-click the Internet Explorer 5.5 SP2 folder. Result: The Internet Explorer 5.5 SP2 folder opens. e. Double-click IE5SETUP. Accept the license agreement, and then click Next.
Page 442 Enter your user name and organization, and then click Next. Result: The Destination Folder window appears. Click Next to install pcAnywhere in the default location. Result: The Ready to Install window appears. Click Install. Result: The Installation Progress window appears. Symposium Call Center Server...
Page 443 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 444 Click OK to save your changes and close the Properties window. To optimize the server for pcAnywhere Right-click your mouse on the server’s desktop. On the right-click menu, point to Active Desktop, and then make sure the “Show Web Content” option is not selected. Symposium Call Center Server...
Page 445 July 2007 Upgrading from Release 4.0 to 5.0 on a new server To configure pcAnywhere as a host Log on to Windows as Administrator. From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
Page 446 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Symposium Call Center Server...
Page 447 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Ensure that the settings are as shown in the following example: The Apply button appears if you made changes. Click Apply if you have made any changes. Click the Conference tab. Installation and Maintenance Guide for Windows 2003...
Page 448 Click OK to apply all pcAnywhere Host PC settings. Result: The Host List window appears. Enter an appropriate name for the host that you just set up. Click Exit to close the pcAnywhere Manager window. Symposium Call Center Server...
Page 449: Step 10. Add Local Windows Account To The New Server
Introduction On your new Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer containing the database backup. You then add the account to the policy “Log on as a service.”...
Page 450 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 451 When the Member Of tab reappears, click Apply, and then click Close. Close all windows that remain open. To log on as a service On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 452 Result: The Select Users or Groups window appears. Enter the user name, and then click OK. Result: The account appears in the list box. Click Apply, and then click OK to close the Local Security Policy Setting window. Symposium Call Center Server...
Page 453: Step 11. Copy The Latest Service Update And Platform Recovery Disk
Step 11. Copy the latest Service Update and Platform Recovery Disk Introduction Before installing the Release 5.0 Symposium Call Center Server software, you must do the following: Copy the latest Service Update to drive D on your server. Copy the Platform Recovery Disk from the Release 4.0 Symposium Call Center Server to drive D:\OldPrd of the reconfigured server.
Page 454 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd. What’s next? You have completed the preinstallation steps. Proceed to Section B: “Installation” on page 455 to install Symposium Call Center Release 5.0 and restore the database on your server. Symposium Call Center Server...
Page 455: Section B: Installation
July 2007 Upgrading from Release 4.0 to 5.0 on a new server Section B: Installation In this section Overview Step 12. Install the product software and database Step 13. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 456: Overview
Introduction When the base configuration of your new server is ready, you can perform all the steps to complete the upgrade to Release 5.0 of Symposium Call Center Server. Before installing the server software Before installing the server software, check off the items in the following checklist to ensure that you have performed all the required preinstallation steps: ✔...
Page 457 Steps Make sure no third-party software is installed. Nortel recommends that you do not install any third-party software on your Symposium Call Center Server. This can compromise system performance. Exceptions are pcAnywhere software, which is required for remote support, and antivirus software, which is required for security purposes.
Page 458: Step 12. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 459 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following: If the server is not an NCC server, leave the server type as Standalone.
Page 460 In the Install Type section, select Upgrade from 4.0 or 4.2 database Migration of 5.0 database. Click Next. Result: The dedicated or coresident selection window appears. Do one of the following: a. To install a standalone server, make sure Dedicated Server is selected, and then click Next. Symposium Call Center Server...
Page 461 July 2007 Upgrading from Release 4.0 to 5.0 on a new server b. To install a coresident server, click Coresident Server, select either Symposium Web Client or Symposium Web Client and TAPI Service Provider, and then click Next. Result: The Pre-install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 462 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Results group shows Pass beside all items listed.
Page 463 July 2007 Upgrading from Release 4.0 to 5.0 on a new server After make any necessary changes and are ready to proceed with the installation, click OK. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears.
Page 464 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 465 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Stage 2 Stage 3 Stage 4 Installation and Maintenance Guide for Windows 2003...
Page 466 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 The system copies files to drive D. The system installs the Service Update. Symposium Call Center Server...
Page 467 July 2007 Upgrading from Release 4.0 to 5.0 on a new server The system creates the database. This stage may take up to 2 hours. Wait until the Database Restore Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 468 15 of this procedure. Result: If you selected Network Disk, the following window appears: a. Enter the account, password and network path information, and then click Next. Result: The following window appears: Symposium Call Center Server...
Page 469 July 2007 Upgrading from Release 4.0 to 5.0 on a new server b. Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c.
Page 470 Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears. c. Proceed to step 16 of this procedure. Symposium Call Center Server...
Page 471 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Click Done. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears.
Page 472: Step 13. Configure The Product Software
Click Next to accept the customer information. Result: The Keycode Information window appears. Enter the new Release 5.0 keycode. Note: Once you have entered the keycode, you can click View Keycode Information to view the keycode details. Symposium Call Center Server...
Page 473 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Verify that the information is correct, and then click Next to view the next window. Correct any information as necessary. Do the same for every window in the wizard until the Site Name window appears. Installation and Maintenance Guide for Windows 2003...
Page 474 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 475 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Click OK to save your changes. Result: The following window appears: Click Yes. Result: If your keycode includes a Database Replication feature, the following window appears: Note: Go to Step 2. “Configure the Active Server” on page 1223 to continue your installation.
Page 476 Note: This process can take 20 to 30 minutes to complete, depending on your server’s CPU and database size. Do not close any windows during the configuration. Wait until you see the following message: Symposium Call Center Server...
Page 477 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Click OK. Result: The following message appears: Click OK. Note: If you click Cancel, remember to use the Migration utility to create a Platform Recovery Disk when the installation is complete. Skip to the result in step 14.
Page 478 Click OK. Result: The Platform Recovery Disk created successfully message appears. If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Symposium Call Center Server...
Page 479 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Click OK to close the Symposium Call Center Server Setup Configuration Utility window. Result: The following message appears: Click OK. Result: The server automatically restarts. Log on as NGenSys.
Page 480 Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 481 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Backing up the server Create full, database, and (if applicable) RAID-1 backups of the server. For instructions, refer to Chapter 19, “Backing up data.” What’s next? Proceed to Section C: “Post-installation” on page 483. Installation and Maintenance Guide for Windows 2003...
Page 482 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Symposium Call Center Server...
Page 483: Section C: Post-Installation
July 2007 Upgrading from Release 4.0 to 5.0 on a new server Section C: Post-installation In this section Step 14. Change the NGenDist and NGenDesign passwords Step 15. Configure the NGen user groups for remote access (standalone) 487 Step 16. Add NGen names to pcAnywhere (standalone) Step 17.
Page 484: Step 14. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 485 July 2007 Upgrading from Release 4.0 to 5.0 on a new server In the Password box, type the new password. Note: Ensure that you use a password that contains a combination of numbers and letters. In the Confirm Password box, type the same password entered in the Password box.
Page 486 You must be logged on as NGenSys to monitor and manage the server. Password security Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them. Symposium Call Center Server...
Page 487: Step 15. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 488 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 489: Step 16. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Upgrading from Release 4.0 to 5.0 on a new server Step 16. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 17. Prepare the new server for full service” on page 492.
Page 490 Click the Callers tab. Result: The Callers window appears. From the Authentication type drop-down list, select NT. Below the Caller list heading, click the New item icon ( Result: The pcAnywhere Caller Properties: New Caller window appears. Symposium Call Center Server...
Page 491 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 492: Step 17. Prepare The New Server For Full Service
Restart the server to begin using the Release 5.0 Symposium Call Center Server software. Verify the proper operation of the Symposium Call Center Server software on the new server. Create a Platform Recovery Disk for the new server if you bypassed this step during the configuration.
Page 493 July 2007 Upgrading from Release 4.0 to 5.0 on a new server space. For more information, see “Database Expansion utility” on page 1101. ATTENTION If you expand your database, then you must create a new Platform Recovery Disk afterward. For details, see “Creating a Platform Recovery Disk”...
Page 494: Step 18. Add Server To Domain (Optional)
Step 18. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 495 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain controller authenticates the user. Since no local dial-in account is created on the Symposium Call Center Server, the system no longer uses accounts NGenDist and NGenDesign for dial-up access.
Page 496 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Symposium Call Center Server...
Page 497 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Installation and Maintenance Guide for Windows 2003...
Page 498 Upgrading from Release 4.0 to 5.0 on a new server Standard 7.02 Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up, and then click Next. Result: The Network Selection window appears. Symposium Call Center Server...
Page 499 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears.
Page 500 Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered. Click Next. Result: The Managing Multiple Remote Access Servers window appears. Symposium Call Center Server...
Page 501 July 2007 Upgrading from Release 4.0 to 5.0 on a new server Select No, use Routing and Remote Access to authenticate requests, and then click Next. Result: The Completing the Routing and Remote Access Server Setup Wizard window appears. Click Finish. Result: The Routing and Remote Access service starts and is successfully installed on your computer.
Page 502 Record the user name and password carefully as they will be required to remotely support Symposium Call Center Server Release 5.0. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software, or pcAnywhere installation.
Page 503 On the pcAnywhere configuration, you must select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged on using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 504: Step 19. Other Post-Installation Tasks
After you make changes to the server, update the emergency repair disk to record the latest configuration data. What’s next? If you need to install a client, continue to Chapter 3, “Installing the client software,” on page 43. Symposium Call Center Server...
Page 505: Upgrading From Release 4.2 To 5.0 On The Same Server
C h a p t e r 9 Upgrading from Release 4.2 to 5.0 on the same server In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 506: Overview
Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Overview This chapter shows you how to upgrade from Symposium Call Center Server Release 4.2 to Release 5.0. This involves moving your setup configuration, call- center configuration, database, and call statistics to a Release 5.0 installation (standalone or coresident).
Page 507: Section A: Preinstallation
July 2007 Upgrading from Release 4.2 to 5.0 on the same server Section A: Preinstallation In this section Overview Step 1. Read the relevant documentation for performing an upgrade Step 2. Gather the materials required for an upgrade Step 3. Install the latest Service Update and required PEPs Step 4.
Page 508: Overview
Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Overview This section describes the preinstallation steps you need to perform on the Release 4.2 server before installing the Release 5.0 Symposium Call Center Server software. Symposium Call Center Server...
Page 509: Step 1. Read The Relevant Documentation For Performing An Upgrade
Read the section “Upgrading overview” on page 230. Check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or the Partner Information Center web site. The addenda and documentation may contain important information regarding your upgrade.
Page 510: Step 2. Gather The Materials Required For An Upgrade
Use disk to create a Platform Recovery Disk that contains the disk original server’s setup record and database configuration. Symposium Call Center Server...
Page 511 Upgrading from Release 4.2 to 5.0 on the same server Item Purpose and details Symposium Call Use to install Release 5.0 of Symposium Call Center Server Center Server software software on the server. This includes the following installation for Release 5.0...
Page 512: Step 3. Install The Latest Service Update And Required Peps
PEPs ATTENTION If you are installing a Network Control Center (NCC) server, Nortel recommends that you write down the IP addresses of all the sites in the network before proceeding with the remaining upgrade steps. After you finish the upgrade process on the NCC, this list of IP addresses will enable you to re-add the network sites more efficiently.
Page 513 If you do not have the required Service Update pack, go to the Enterprise Solutions PEP Library web site to download the required Service Update pack for the Release 4.2 Symposium Call Center Server running on your original server. Click Exit.
Page 514: Step 4. Perform A Database Integrity Check On The Original Server
To ensure the integrity of the databases on the original server, Nortel recommends that you perform a database integrity check before creating a backup of your database. This step is highly recommended to capture any database consistency problems.
Page 515 July 2007 Upgrading from Release 4.2 to 5.0 on the same server To perform a database integrity check on the original Release 4.2 server Log on to the server as Administrator or NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server →...
Page 516 (such as Notepad). When checking the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service with any detected database errors, even though it may seem to be functioning normally.
Page 517: Step 5. Create A Backup Of The Original Server's Database
You can restore a more recently backed-up database (4.0 or 4.2) than the database when your new Release 5.0 server is ready to go live. For example, if you upgrade from Symposium Call Center Server Release 4.x to Release 5.0, but keep the original Release 4.x server active, then when your Release 5.0 server goes live, you can restore a more recently backed-up database.
Page 518 To calculate the speed for database backups to tape (based on your configuration), see the formula listed in the section “Online Database Backup Speed Elapsed Time” in the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for Release 4.2.
Page 519 July 2007 Upgrading from Release 4.2 to 5.0 on the same server From a client PC, log on to the original server as a Symposium Call Center Server administrator. Schedule a database backup on the original platform. For instructions on scheduling backups, refer to Section B: “Scheduling backups,”...
Page 520 Network requirements The remote computer must be in the same network as the server in Symposium Call Center Server. The network connection should be through the CLAN. Ensure that the CLAN has low traffic during the scheduled time for the database backup. If you run the backup when CLAN traffic is high, the database backup may take longer than planned.
Page 521 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Worksheet for setting up a remote directory backup You need to set up an account, password, and a shared directory on your network computer in preparation for a remote directory backup. Create names for these items ahead of time and record them in the following table: Fill in the required Item...
Page 522 “User must change password at next logon.” If this check box is selected, Symposium Call Center Server may not be able to connect to the remote computer. Make the user account a member of the Administrators group. Symposium Call Center Server...
Page 523 Preparing the server in Symposium Call Center Server for remote directory backup On your Release 4.2 Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer. You then add the account to the policy “Log on as a service.” Detailed steps are provided in the following procedure.
Page 524 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 525 Close all windows that remain open. To set up the local security settings On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 526 Enter the path of the remote backup location. Click OK to save your settings and exit. Result: Symposium Call Center Server is now set to restore the database from the remote directory on the network computer. If you want to schedule a backup, see Section B: “Scheduling backups,”...
Page 527: Step 6. Create A Platform Recovery Disk On The Original Server
Log on to the server as NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server → Server Setup Configuration. Result: The Symposium Call Center Server Setup Configuration Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 528 Insert a blank floppy disk in drive A. c. Click Create Disk. Result: The following message appears: d. Click OK. If you want to create a Platform Recovery Disk in a directory on a network computer: Symposium Call Center Server...
Page 529 Click OK. If you used a floppy disk, remove it from the drive, and make sure it is labeled clearly. Close the Symposium Call Center Server Setup Configuration Utility window. Store the Platform Recovery Disk in a safe place.
Page 530 RSM IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) voice connectivity server software version DMS/MSL Symposium Call Center Server keycode Nortel software feature key serial number installed computer name current computer name...
Page 531 July 2007 Upgrading from Release 4.2 to 5.0 on the same server server ELAN IP address server CLAN IP address server RSM IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) voice connectivity server software version NCC server keycode...
Page 532: Step 7. Reconfigure The Original Server For Release 5.0
88, or “Coresident server requirements” on page 94 for more information. If you have not already shut down your Symposium Call Center Server services, do so now. From the Windows Start menu, choose Programs ➝ Symposium Call Center Server ➝ Shutdown, and then follow the on- screen instructions.
Page 533 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Step 2. Check the disk partition configuration on the original server Record the disk partition configuration of the original server so you can use it to determine how to partition your new server. To check the disk partition configuration on the original server From the Windows Start menu, choose Programs →...
Page 534 Step 3. Check the RAM size on the original server The total physical RAM of the reconfigured server must meet the requirements for a Symposium Call Center Server Release 5.0 server. To check the RAM size on the original server From the Windows Start menu, choose Settings →...
Page 535 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Record the RAM size on the “RAM size worksheet” in the following table: RAM size worksheet Item Fill in the required information RAM size Installation and Maintenance Guide for Windows 2003...
Page 536 Step 4. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation. Some of the information is contained in the Platform Recovery Disk you created. However, it is still a good idea to record the information for reference.
Page 537 July 2007 Upgrading from Release 4.2 to 5.0 on the same server ✔ Step Details Record switch The following restrictions apply to switch names: information. Valid characters for switch names are A–Z, a–z, 0– 9, _ (underscore), and . (period). Switch names must begin with an alphabetical character and cannot contain spaces.
Page 538 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 539 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 540 Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN router/gateway IP address IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ Symposium Call Center Server...
Page 541 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 542 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 543 July 2007 Upgrading from Release 4.2 to 5.0 on the same server ✔ Step Details Check for equipment Ethernet connections ready at the switch and data required for (cable and transceiver/Multistation Access Unit) the server installation. Hub or Ethernet switch for the ELAN Jacks and cable ready to connect the server to the CLAN (Optional) Cable ready to connect the ELAN to the...
Page 544 Standard 7.02 On the reconfigured server, you can use a different computer name and different IP addresses than on the original server. However, Nortel recommends that you use the original server’s computer name and IP addresses (CLAN and ELAN) on your new server. Refer to the information in the MigInfo.txt file on the Platform Recovery Disk.
Page 545 Personalize Your Complete this window as required for your site. Software window Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Installation and Maintenance Guide for Windows 2003...
Page 546 Note: This window appears if you have a modem attached to the window server. If this window does not appear, proceed to the next window. After the system has installed the networking components and Networking the status bar has finished scrolling, select Custom settings. Settings window Symposium Call Center Server...
Page 547 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Install Windows Server 2003 ✔ Step Details Use this window to select networking components and set up Networking the TCP/IP parameters for the CLAN and ELAN network Components interface cards.
Page 548 When logging on to Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Symposium Call Center Server functionality. However, proceed to the next step (Step 6) to configure additional server software.
Page 549 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Install Windows Server 2003 ✔ Step Details Add/Remove Use Add/Remove Programs to configure your Windows Server Programs. 2003 operating system for either a standalone or coresident installation. Standalone TIP: From the Start menu, choose Settings ➝...
Page 550 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 551 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. From the Start menu, choose All Programs ➝ Control Panel. Click System.
Page 552 Click either the CLAN or ELAN connection, and then from the Advanced menu, click Advanced Settings. In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. Symposium Call Center Server...
Page 553 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Install Windows Server 2003 ✔ Step Details 11 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration.
Page 554 Details 12 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel.
Page 555 15 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack. Security Hotfixes Compatibility List (Available on the Partner Information Center web site).
Page 556 Install Windows Server 2003 ✔ Step Details 16 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 557 You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 558 Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Properties. Result: The Computer Name Changes window appears. Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears. Symposium Call Center Server...
Page 559 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case. Do one of the following: If the names match, close the windows you opened and continue with the configuration of your server.
Page 560 If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 17. Add server to domain (optional),” on page 624 on configuring remote access in a domain environment.
Page 561 July 2007 Upgrading from Release 4.2 to 5.0 on the same server If you have installed a USB modem for remote access, please see Appendix D "Connecting to a USB modem" on page 1303. To configure the operating system for remote access (workgroup) From the Start menu, choose Settings ➝...
Page 562 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Click Next. Result: The Network Connection Type window appears. Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Symposium Call Center Server...
Page 563 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Make sure Accept incoming connections is selected, and then click Next. Result: The Devices for Incoming Connections window appears. Ensure that the server’s modem appears in the Connection devices box with a check mark beside it, and then click Next.
Page 564 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to remotely connect to the server.
Page 565 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Result: The Networking Components window appears. Ensure that there are default check marks beside the three components, as shown in the preceding illustration. In the Networking components box, highlight Internet Protocol (TCP/IP), and then click Properties.
Page 566 Result: The Completing the New Connection Wizard appears. Type the name of the incoming connection as you want it to appear in the Network and Dial-up Connections folder. Click Finish. Result: The new connection appears in the Network and Dial-up Connections folder. Symposium Call Center Server...
Page 567: Step 8. Install Pcanywhere Version 11.0.1
July 2007 Upgrading from Release 4.2 to 5.0 on the same server Step 8. Install pcAnywhere version 11.0.1 Introduction One licensed copy of pcAnywhere version 11.0.1 for host computers only is provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
Page 568 To install pcAnywhere version 11.0.1 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 569 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Double-click pcAnywhere.exe. Result: The installation wizard starts. If you do not have Internet Explorer 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message; otherwise, do the following: a.
Page 570 When prompted to restart the computer, close all other windows first, and then click Finish. After the computer restarts, log on as Administrator. Result: The Windows Update sets up and completes the IE5.5 SP2 installation. Symposium Call Center Server...
Page 571 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Resume the pcAnywhere 11.0.1 installation by first making sure the NTJK08BA CD is in the CD-ROM drive. k. Navigate to the root directory of the CD, and then double-click pcAnywhere.
Page 572 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 573 July 2007 Upgrading from Release 4.2 to 5.0 on the same server From the pop-up menu, click Properties. Result: The pcAnywhere Properties window appears. Click the Security tab. In the Group or User Names box, highlight Administrators. To grant administrators full access to the pcAnywhere folder, in the Permissions for Administrators box, ensure that there is an Allow check mark beside Full Control.
Page 574 Note: Do not use the Wizard option. Result: The Host Properties: New Host window appears. On the Connection Info tab, ensure that only the TCP/IP check box is selected. From the Optimized for drop-down box, select Low bandwidth (modem connection). Symposium Call Center Server...
Page 575 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Installation and Maintenance Guide for Windows 2003...
Page 576 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Ensure that the settings are as shown in the following example: The Apply button appears if you made changes. Click Apply if you have made any changes. Click the Conference tab. Symposium Call Center Server...
Page 577 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Ensure that Enable conferencing and Obtain IP address automatically are selected, as shown in the following example: Click the Protect Item tab if you want to protect the settings for this caller account by assigning a password to control access to the settings.
Page 578: Step 9. Add Local Windows Account To The Reconfigured Server
Introduction On your reconfigured Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer containing the database backup. You then add the account to the policy “Log on as a service.”...
Page 579 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 580 When the Member Of tab reappears, click Apply, and then click Close. Close all windows that remain open. To log on as a service On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 581 July 2007 Upgrading from Release 4.2 to 5.0 on the same server From the right panel, double-click Log on as a service. Result: The Local Security Policy Setting window appears. Click Add. Result: The Select Users or Groups window appears. In the Name column, select the user account that you just created, and then click Add.
Page 582: Step 10. Copy The Latest Service Update And Platform Recovery Disk
Step 10. Copy the latest Service Update and Platform Recovery Disk Introduction Before installing the Release 5.0 Symposium Call Center Server software, you must do the following: Copy the latest Service Update pack to drive D on your server. Copy the Platform Recovery Disk from the Release 4.2 Symposium Call Center Server to drive D:\OldPrd of the reconfigured server.
Page 583 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd. What’s next? You have completed the preinstallation steps. Proceed to Section B: “Installation,” on page 585 to install Symposium Call Center Server Release 5.0 and restore the database on your server. Installation and Maintenance Guide for Windows 2003...
Page 584 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Symposium Call Center Server...
Page 585: Section B: Installation
July 2007 Upgrading from Release 4.2 to 5.0 on the same server Section B: Installation In this section Overview Step 11. Install the product software and database Step 12. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 586: Overview
Introduction When the base configuration of your new server is ready, you can perform all the steps to complete the upgrade to Release 5.0 of Symposium Call Center Server. Before installing the server software Before installing the server software, check off the items in the following checklist to ensure that you have performed all the required preinstallation steps.
Page 587 Steps Make sure no third-party software is installed. Nortel recommends that you do not install any third-party software on your Symposium Call Center Server. This can compromise system performance. Exceptions are pcAnywhere software, which is required for remote support, and antivirus software, which is required for security purposes.
Page 588: Step 11. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 589 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following:...
Page 590 In the Installation Type section, select Upgrade from 4.0 or 4.2 database Migration of 5.0 database. Click Next. Result: The dedicated or coresident selection window appears. Do one of the following: a. To install a standalone server, make sure Dedicated Server is selected, and then click Next. Symposium Call Center Server...
Page 591 July 2007 Upgrading from Release 4.2 to 5.0 on the same server b. To install a coresident server, click Coresident Server, select either Symposium Web Client or Symposium Web Client and TAPI Service Provider, and then click Next. Result: The Pre-install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 592 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Results group shows Pass beside all items listed.
Page 593 July 2007 Upgrading from Release 4.2 to 5.0 on the same server After you make any necessary changes and are ready to proceed with the installation, click OK. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears.
Page 594 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 595 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Stage 2 Stage 3 Stage 4 Installation and Maintenance Guide for Windows 2003...
Page 596 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 The system copies files to drive D. The system installs the Service Update. Symposium Call Center Server...
Page 597 July 2007 Upgrading from Release 4.2 to 5.0 on the same server The system creates the database. This stage may take up to 2 hours. Wait until the Database Restore Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 598 15 of this procedure. Result: If you selected Network Disk, the following window appears: a. Enter the account, password, and network path information, and then click Next. Result: The following window appears: Symposium Call Center Server...
Page 599 July 2007 Upgrading from Release 4.2 to 5.0 on the same server b. Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c.
Page 600 Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c. Proceed to step 16 of this procedure. Symposium Call Center Server...
Page 601 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click Done. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears.
Page 602: Step 12. Configure The Product Software
Click Next to accept the customer information. Result: The Keycode Information window appears. Enter the new Release 5.0 keycode. Note: Once you have entered the keycode, you can click View Keycode Information to view the keycode details. Symposium Call Center Server...
Page 603 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Verify that the information is correct, and then click Next to view the next window. Correct any information as necessary. Do the same for every window in the wizard until the Site Name window appears. Installation and Maintenance Guide for Windows 2003...
Page 604 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 605 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click OK to save your changes. Result: The following window appears: Click Yes. Result: If your keycode includes a Database Replication feature, the following window appears: Note: Go to Step 2. “Configure the Active Server” on page 1223 to continue your installation.
Page 606 Note: This process can take 20 to 30 minutes to complete, depending on your server’s CPU and database size. Do not close any windows during the configuration. Wait until you see the following message: Symposium Call Center Server...
Page 607 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click OK. Result: The following message appears: Click OK. Note: If you click Cancel, remember to use the Migration utility to create a Platform Recovery Disk when the installation is complete. Skip to the result in step 14.
Page 608 Click OK. Result: The Platform Recovery Disk created successfully message appears. If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Symposium Call Center Server...
Page 609 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Click OK to close the Symposium Call Center Server Setup Configuration Utility window. Result: The following message appears: Click OK. Result: The server automatically restarts. Log on as NGenSys.
Page 610 Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 611 Upgrading from Release 4.2 to 5.0 on the same server To check that the server services start up successfully From the Start menu, choose Programs ➝ Symposium Call Center Server ➝ System Monitor. Result: The SMonW window appears and Symposium Call Center Server services begin the startup process.
Page 612 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Symposium Call Center Server...
Page 613: Section C: Post-Installation
July 2007 Upgrading from Release 4.2 to 5.0 on the same server Section C: Post-installation In this section Step 13. Change the NGenDist and NGenDesign passwords Step 14. Configure the NGen user groups for remote access (standalone) 617 Step 15. Add NGen names to pcAnywhere (standalone) Step 16.
Page 614: Step 13. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 615 July 2007 Upgrading from Release 4.2 to 5.0 on the same server In the Password box, type the new password. Note: Ensure that you use a password that contains a combination of numbers and letters. In the Confirm Password box, type the same password entered in the Password box.
Page 616 You must be logged on as NGenSys to monitor and manage the server. Password security Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them. Symposium Call Center Server...
Page 617: Step 14. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 618 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 619: Step 15. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Upgrading from Release 4.2 to 5.0 on the same server Step 15. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 16. Prepare the new server for full service” on page 622.
Page 620 Result: The pcAnywhere Caller Properties: New Caller window appears. On the Identification tab, ensure that the User option button is selected. From the Domain drop-down list, select the computer name of the server in Symposium Call Center Server. Symposium Call Center Server...
Page 621 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 622: Step 16. Prepare The New Server For Full Service
To prepare the server for full service (for upgrades within the same server) If it is not already connected, reconnect the server to the network. Restart the server to begin using the Release 5.0 Symposium Call Center Server software. Verify the proper operation of the Symposium Call Center Server software on the new server.
Page 623 July 2007 Upgrading from Release 4.2 to 5.0 on the same server extra space. For more information, see “Database Expansion utility” on page 1101. ATTENTION If you expand your database, then you must create a new Platform Recovery Disk afterward. For details, see “Creating a Platform Recovery Disk”...
Page 624: Step 17. Add Server To Domain (Optional)
Step 17. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 625 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain controller authenticates the user. Since no local dial-in account is created on the Symposium Call Center Server, the system no longer uses accounts NGenDist and NGenDesign for dial-up access.
Page 626 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Symposium Call Center Server...
Page 627 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Installation and Maintenance Guide for Windows 2003...
Page 628 Upgrading from Release 4.2 to 5.0 on the same server Standard 7.02 Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up, and then click Next. Result: The Network Selection window appears. Symposium Call Center Server...
Page 629 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears.
Page 630 Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered. Click Next. Result: The Managing Multiple Remote Access Servers window appears. Symposium Call Center Server...
Page 631 July 2007 Upgrading from Release 4.2 to 5.0 on the same server Select No, use Routing and Remote Access to authenticate requests, and then click Next. Result: The Completing the Routing and Remote Access Server Setup Wizard window appears. Click Finish. Result: The Routing and Remote Access service starts and is successfully installed on your computer.
Page 632 Symposium Call Center Server Release 5.0 server. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software, or pcAnywhere installation.
Page 633 On the pcAnywhere configuration, you must select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged on using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 634: Step 18. Other Post-Installation Tasks
After you make changes to the server, update the emergency repair disk to record the latest configuration data. What’s next? If you need to install a client, continue to Chapter 3, “Installing the client software” on page 43. Symposium Call Center Server...
Page 635: Upgrading From Release 4.2 To 5.0 On A New Server
C h a p t e r 1 0 Upgrading from Release 4.2 to 5.0 on a new server In this In chapter Overview Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 636: Overview
Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Overview This chapter shows you how to upgrade from Symposium Call Center Server Release 4.2 to 5.0 on a new server. This involves moving your setup configuration, call center configuration, database, and call statistics to a Release 5.0 installation (standalone or coresident).
Page 637: Section A: Preinstallation
July 2007 Upgrading from Release 4.2 to 5.0 on a new server Section A: Preinstallation In this section Overview Step 1. Read the relevant documentation for performing an upgrade Step 2. Gather the materials required for an upgrade Step 3. Investigate and resolve any tape drive compatibility issues Step 4.
Page 638: Overview
Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Overview This section describes the preinstallation steps to perform on the original Release 4.2 server and the new Release 5.0 server before installing the Release 5.0 Symposium Call Center Server software. Symposium Call Center Server...
Page 639: Step 1. Read The Relevant Documentation For Performing An Upgrade
Read the section “Upgrading overview” on page 230. Check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or the Partner Information Center web site. The addenda and documentation may contain important information regarding your upgrade.
Page 640: Step 2. Gather The Materials Required For An Upgrade
Use this item to create a Platform Recovery Disk that contains disk the original server’s setup record and database configuration. Symposium Call Center Server...
Page 641 Center Server software on the new server. This includes the for Release 5.0 following installation disks: Server Application CD-ROM containing the Symposium Call Center Server installation software and the Platform Compliance Check utility Server Supplementary CD-ROM containing any additional software components required for Symposium Call Center...
Page 642: Step 3. Investigate And Resolve Any Tape Drive Compatibility Issues
Note: If there are incompatibilities, you may receive the following message when trying to restore the database on the new server: Unable to retrieve backup name. Symposium Call Center Server...
Page 643 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Requirements for compatibility Options for achieving compatibility The tape drive hardware must If your original server and new server do not have be compatible with both the compatible tape drives and tape media, one option is to use original server and the new the same physical tape drive hardware on both the original server.
Page 644: Step 4. Install The Latest Service Update And Required Peps
Apply the Service Update before creating your Platform Recovery Disk and database backup. Use the following procedure to identify which Service Update pack and PEPs are installed on the original server: Symposium Call Center Server...
Page 645 If you do not have the required Service Update Pack, go to the Enterprise Solutions PEP Library web site to download the required Service Update pack for the Release 4.2 Symposium Call Center Server running on your original server. Record the PEP Product Name, PEP Version, and PEP Type on the “PEP and SU level worksheet”...
Page 646 If necessary, follow the procedure in “Installing patches on the server” on page 954 to install the latest Service Update on your original server; otherwise, proceed to “Step 5. Perform a database integrity check on the original server” on page 647. Symposium Call Center Server...
Page 647: Step 5. Perform A Database Integrity Check On The Original Server
To ensure the integrity of the databases on the original server, Nortel recommends that you perform a database integrity check before creating a backup of your database. This step is highly recommended to capture any database consistency problems.
Page 648 Center Server → Migration. Result: The Platform Migration Utility window appears. Click Database Integrity Check. Result: The following window appears: Click OK. Result: The system displays messages as it checks the status of each service running on the server. Symposium Call Center Server...
Page 649 (such as Notepad). When checking the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service with any detected database errors, even though it may seem to be functioning normally.
Page 650: Step 6. Create A Backup Of The Original Server's Database
You can restore a more recently backed-up database (4.0 or 4.2) than the database from when your new Release 5.0 server is ready to go live. For example, if you upgrade from either Symposium Call Center Server Release 4.x to Release 5.0, but keep the original Release 4.x server active, when your Release 5.0 server goes live, you can restore a more recently backed-up...
Page 651 To calculate the speed for database backups to tape (based on your configuration), see the formula listed in the section “Online Database Backup Speed Elapsed Time” in the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for Release 5.0.
Page 652 Setting up the database backup to a remote directory First, identify the computer onto which you are going to back up the database. You must then set up the connection between the server in Symposium Call Center Server and the remote directory. Symposium Call Center Server...
Page 653 Network requirements The remote computer must be in the same network as the server in Symposium Call Center Server. The network connection should be through the CLAN. Ensure that the CLAN has low traffic during the scheduled time for the database backup. If you run the backup when CLAN traffic is high, the database backup may take longer than planned.
Page 654 Note: The following procedures do not provide detailed steps, since they differ depending on the operating system on your network computer. Symposium Call Center Server...
Page 655 July 2007 Upgrading from Release 4.2 to 5.0 on a new server To create the local Windows user account on the network computer Create a new user account in Windows using the user name and password that you recorded in the worksheet. Create the new user in Programs ➝...
Page 656 Preparing the server in Symposium Call Center Server for remote directory backup On your Release 4.2 Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer. You then add the account to the policy “Log on as a service.” Detailed steps are provided in the following procedure.
Page 657 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 658 Close all windows that remain open. To set up the local security settings On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 659 Enter the path of the remote backup location. Click OK to save your settings and exit. Result: Symposium Call Center Server is now set to restore the database from the remote directory on the network computer. If you want to schedule a backup, see Section B: “Scheduling backups,”...
Page 660: Step 7. Create A Platform Recovery Disk On The Original Server
To create a Platform Recovery Disk for Release 4.2 Log on to the server as NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server → Server Setup Configuration. Result: The Symposium Call Center Server Setup Configuration Utility window appears. Symposium Call Center Server...
Page 661 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click the Utilities tab to display the following: In the Create Platform Recovery Disk section, do one of the following: If you want to create a Platform Recovery Disk on a floppy disk: a.
Page 662 Click OK. If you used a floppy disk, remove it from the drive, and make sure it is labeled clearly. Close the Symposium Call Center Server Setup Configuration Utility window. Store the Platform Recovery Disk in a safe place.
Page 663 RSM IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) voice connectivity server software version DMS/MSL Symposium Call Center Server keycode Nortel software feature key serial number installed computer name current computer name...
Page 664 Communication Server 1000 (M1) serial number installed computer name current computer name site name server ELAN IP address server CLAN IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) server software version Symposium Call Center Server...
Page 665: Step 8. Prepare The New Server For Release 5.0
You must complete the base configuration of your new server before you can install Release 5.0 of Symposium Call Center Server and restore your database. Note: This process involves serveral steps and can take from 3 to 5 hours to complete.
Page 666 (both ELAN and CLAN). The new platform should remain disconnected until the upgrade procedure is completed. Note: Nortel recommends that you test your network connection before you prepare your new server for full service. To avoid network conflict, after you ensure that the new server is disconnected from the original server’s...
Page 667 July 2007 Upgrading from Release 4.2 to 5.0 on a new server The following table presents an example of disk partition configuration: Disk drive letter Disk partition size Disk partition size Disk number assignment (Standalone) (Coresident) Disk 0 4 Gbytes + 1.5 X 4 Gbytes + 1.5 X RAM NTFS RAM + 8 Gbytes...
Page 668 Step 3. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation. You will need to refer to this checklist for specific information during the installation. Some of the information is contained in the Platform Recovery Disk you created.
Page 669 July 2007 Upgrading from Release 4.2 to 5.0 on a new server ✔ Step Details Record switch The following restrictions apply to switch names: information. Valid characters for switch names are A–Z, a–z, 0– 9, _ (underscore), and . (period). Switch names must begin with an alphabetical character and cannot contain spaces.
Page 670 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 671 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 672 Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN router/gateway IP address IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ Symposium Call Center Server...
Page 673 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 674 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 675 July 2007 Upgrading from Release 4.2 to 5.0 on a new server ✔ Step Details Check for equipment Ethernet connections ready at the switch and data required for (cable and transceiver/Multistation Access Unit) the server installation. Hub or Ethernet switch for the ELAN Jacks and cable ready to connect the server to the CLAN (Optional) Cable ready to connect the ELAN to the...
Page 676 Standard 7.02 On the new server, you can use a different computer name and different IP addresses than on the original server. However, Nortel recommends that you use the original server’s computer name and IP addresses (CLAN and ELAN) on your new server. Refer to the information in the MigInfo.txt file on the Platform Recovery Disk.
Page 677 Personalize Your Complete this window as required for your site. Software window Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Computer Name Enter the computer name and administrator password, as recorded in “Record and check for required installation...
Page 678 Note: This window appears if you have a modem attached to the window server. If this window does not appear, proceed to the next window. After the system has installed the networking components and Networking the status bar has finished scrolling, select Custom settings. Settings window Symposium Call Center Server...
Page 679 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details Use this window to select networking components and set up Networking the TCP/IP parameters for the CLAN and ELAN network Components interface cards.
Page 680 When logging on to Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Symposium Call Center Server functionality. However, proceed to the next step (Step 6) to configure additional server software.
Page 681 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details Add/Remove Use Add/Remove Programs to configure your Windows Server Programs. 2003 operating system for either a standalone or coresident installation. Standalone TIP: From the Start menu, choose Settings ➝...
Page 682 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 683 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. From the Start menu, choose All Programs ➝ Control Panel. Click System.
Page 684 Click either the CLAN or ELAN connection, and then from the Advanced menu, click Advanced Settings. In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. Symposium Call Center Server...
Page 685 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Install Windows Server 2003 ✔ Step Details 11 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration.
Page 686 Details 12 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel.
Page 687 15 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack. Security Hotfixes Compatibility List (available on the Partner Information Center web site).
Page 688 Install Windows Server 2003 ✔ Step Details 16 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 689 You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 690 Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Properties. Result: The Computer Name Changes window appears. Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears. Symposium Call Center Server...
Page 691 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case. Do one of the following: If the names match, close the windows you opened, and then continue with the configuration of your server.
Page 692 If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 18. Add server to domain (optional),” on page 756 on configuring remote access in a domain environment.
Page 693 July 2007 Upgrading from Release 4.2 to 5.0 on a new server If you have installed a USB modem for remote access, please see Appendix D, “Connecting to a USB modem,” on page Appendix D, “Connecting to a USB modem,” on page 1303. To configure the operating system for remote access (workgroup) From the Start menu, choose Settings ➝...
Page 694 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Click Next. Result: The Network Connection Type window appears. Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Symposium Call Center Server...
Page 695 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Make sure Accept incoming connections is selected, and then click Next. Result: The Devices for Incoming Connections window appears. Ensure that the server’s modem appears in the Connection devices box with a check mark beside it, and then click Next.
Page 696 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to connect to the server remotely.
Page 697 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Result: The Networking Components window appears. Ensure that there are default check marks beside the three components, as shown in the preceding illustration. In the Networking components box, highlight Internet Protocol (TCP/IP), and then click Properties.
Page 698 Result: The Completing the New Connection Wizard window appears. Type the name of the incoming connection as you want it to appear in the Network and Dial-up Connections folder. Click Finish. Result: The new connection appears in the Network and Dial-up Connections folder. Symposium Call Center Server...
Page 699 Upgrading from Release 4.2 to 5.0 on a new server What’s next? You have completed installing and configuring Windows Server 2003 for Release 5.0 of Symposium Call Center Server. Next, proceed to “Step 9. Install pcAnywhere version 11.0.1” on page 700. Installation and Maintenance Guide for Windows 2003...
Page 700: Step 9. Install Pcanywhere Version 11.0.1
You need Microsoft Internet Explorer 5.5 SP2 or later to run pcAnywhere. The installation program for pcAnywhere 11.0.1 checks your system for IE5.5 SP2 or later before proceeding with the installation. If needed, you can obtain IE5.5 SP2 from the NTJK08BA CD. Symposium Call Center Server...
Page 701 To install pcAnywhere version 11.0.1 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 702 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message, otherwise; do the following: a. Click OK. Result: The InstallShield Wizard interrupted window appears. b. Click Finish. Result: The Symantec Packager window appears. Symposium Call Center Server...
Page 703 July 2007 Upgrading from Release 4.2 to 5.0 on a new server c. Click Cancel this entire package. d. On the NTJK08BA window, double-click the Internet Explorer 5.5 SP2 folder. Result: The Internet Explorer 5.5 SP2 folder opens. e. Double-click IE5SETUP. Accept the license agreement, and then click Next.
Page 704 Enter your user name and organization, and then click Next. Result: The Destination Folder window appears. Click Next to install pcAnywhere in the default location. Result: The Ready to Install window appears. Click Install. Result: The Installation Progress window appears. Symposium Call Center Server...
Page 705 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 706 Click OK to save your changes, and then close the Properties window. To optimize the server for pcAnywhere Right-click your mouse on the server’s desktop. On the right-click menu, point to Active Desktop, and then make sure the Show Web Content option is not selected. Symposium Call Center Server...
Page 707 July 2007 Upgrading from Release 4.2 to 5.0 on a new server To configure pcAnywhere as a host Log on to Windows as Administrator. From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
Page 708 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Symposium Call Center Server...
Page 709 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Ensure that the settings are as shown in the following example: The Apply button appears if you made changes. Click Apply if you have made any changes. Click the Conference tab. Installation and Maintenance Guide for Windows 2003...
Page 710 Click OK to apply all pcAnywhere Host PC settings. Result: The Host List window appears. Enter an appropriate name for the host that you just set up. Click Exit to close the pcAnywhere Manager window. Symposium Call Center Server...
Page 711: Step 10. Add Local Windows Account To The New Server
Introduction On your new Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer containing the database backup. You then add the account to the policy “Log on as a service.”...
Page 712 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 713 When the Member Of tab reappears, click Apply, and then click Close. Close all windows that remain open. To log on as a service On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 714 In the Name column, select the user account that you just created, and then click Add. Result: The account appears in the bottom list box. Click OK. Click OK to close the Local Security Policy Setting window. Close the Local Security Settings window. Symposium Call Center Server...
Page 715: Step 11. Copy The Latest Service Update And Platform Recovery Disk
Step 11. Copy the latest Service Update and Platform Recovery Disk Introduction Before installing the Release 5.0 Symposium Call Center Server software, you must do the following: Copy the latest Service Update pack to drive D on your server. Copy the Platform Recovery Disk from the Release 4.2 Symposium Call Center Server to drive D:\OldPrd of the reconfigured server.
Page 716 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd. What’s next? You have completed the preinstallation steps. Proceed to Section B: “Installation,” on page 717 to install Symposium Call Center Server Release 5.0 and restore the database on your server. Symposium Call Center Server...
Page 717: Section B: Installation
July 2007 Upgrading from Release 4.2 to 5.0 on a new server Section B: Installation In this section Overview Step 12. Install the product software and database Step 13. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 718: Overview
Introduction When the base configuration of your new server is ready, you can perform all the steps to complete the upgrade to Release 5.0 of Symposium Call Center Server. Before installing the server software Before installing the server software, check off the items in the following checklist to ensure that you have performed all the required preinstallation steps: ✔...
Page 719 Steps Make sure no third-party software is installed. Nortel recommends that you do not install any third-party software on your Symposium Call Center Server. This can compromise system performance. Exceptions are pcAnywhere software, which is required for remote support, and antivirus software, which is required for security purposes.
Page 720: Step 12. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 721 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following:...
Page 722 In the Install Type section, select Upgrade from 4.0 or 4.2 database Migration of 5.0 database. Click Next. Result: The dedicated or coresident selection window appears. Do one of the following: a. To install a standalone server, make sure Dedicated Server is selected, and then click Next. Symposium Call Center Server...
Page 723 July 2007 Upgrading from Release 4.2 to 5.0 on a new server b. To install a coresident server, click Coresident Server, select either Symposium Web Client or Symposium Web Client and TAPI Service Provider, and then click Next. Result: The Pre-Install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 724 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Status column shows Pass beside all items listed.
Page 725 July 2007 Upgrading from Release 4.2 to 5.0 on a new server After you make any necessary changes and are ready to proceed with the installation, click OK. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears.
Page 726 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 727 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Stage 2 Stage 3 Stage 4 Installation and Maintenance Guide for Windows 2003...
Page 728 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 The system copies files to drive D. The system installs the Service Update. Symposium Call Center Server...
Page 729 July 2007 Upgrading from Release 4.2 to 5.0 on a new server The system creates the database. This stage may take up to 2 hours. Wait until the Database Restore Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 730 15 of this procedure. Result: If you selected Network Disk, the following window appears: a. Enter the account, password, and network path information, and then click Next. Result: The following window appears: Symposium Call Center Server...
Page 731 July 2007 Upgrading from Release 4.2 to 5.0 on a new server b. Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c.
Page 732 Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c. Proceed to step 16 of this procedure. Symposium Call Center Server...
Page 733 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click Done. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears.
Page 734: Step 13. Configure The Product Software
Click Next to accept the customer information. Result: The Keycode Information window appears. Enter the new Release 5.0 keycode. Note: Once you have entered the keycode, you can click View Keycode Information to view the keycode details. Symposium Call Center Server...
Page 735 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Verify that the information is correct, and then click Next to view the next window. Correct any information as necessary. Do the same for every window in the wizard until the Site Name window appears. Installation and Maintenance Guide for Windows 2003...
Page 736 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 737 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click OK to save your changes. Result: The following window appears: Click Yes. Result: If your keycode includes a Database Replication feature, the following window appears instead: Note: Go to “Configure the Active Server” on page 1223 to continue your installation.
Page 738 Note: This process can take 20 to 30 minutes to complete, depending on your server’s CPU and database size. Do not close any windows during the configuration. Wait until you see the following message: Symposium Call Center Server...
Page 739 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click OK. Result: The following message appears: Click OK. Note: If you click Cancel, remember to use the Migration utility to create a Platform Recovery Disk when the installation is complete. Result: The Utilities tab appears.
Page 740 Click OK. Result: The Platform Recovery Disk created successfully message appears. If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Symposium Call Center Server...
Page 741 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Click OK to close the Symposium Call Center Server Setup Configuration Utility window. Result: The following message appears: Click OK. Result: The server automatically restarts. Log on as NGenSys.
Page 742 Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 743 Upgrading from Release 4.2 to 5.0 on a new server To check that the server services start up successfully From the Start menu, choose Programs ➝ Symposium Call Center Server ➝ System Monitor. Result: The SMonW window appears and Symposium Call Center Server services begin the startup process.
Page 744 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Symposium Call Center Server...
Page 745: Section C: Post-Installation
July 2007 Upgrading from Release 4.2 to 5.0 on a new server Section C: Post-installation In this section Step 14. Change the NGenDist and NGenDesign passwords Step 15. Configure the NGen user groups for remote access (standalone) 749 Step 16. Add NGen names to pcAnywhere (standalone) Step 17.
Page 746: Step 14. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 747 July 2007 Upgrading from Release 4.2 to 5.0 on a new server In the Password box, type the new password. Note: Ensure that you use a password that contains a combination of numbers and letters. In the Confirm Password box, type the same password entered in the Password box.
Page 748 You must be logged on as NGenSys to monitor and manage the server. Password security Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them. Symposium Call Center Server...
Page 749: Step 15. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 750 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 751: Step 16. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Upgrading from Release 4.2 to 5.0 on a new server Step 16. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 17. Prepare the new server for full service” on page 754.
Page 752 Click the Callers tab. Result: The Callers tab page appears. From the Authentication type drop-down list, select NT. Below the Caller list heading, click the New item icon ( Result: The pcAnywhere Caller Properties: New Caller window appears. Symposium Call Center Server...
Page 753 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 754: Step 17. Prepare The New Server For Full Service
Restart the server to begin using the Release 5.0 Symposium Call Center Server software. Verify the proper operation of the Symposium Call Center Server software on the new server. Create a Platform Recovery Disk for the new server if you bypassed this step during the configuration.
Page 755 July 2007 Upgrading from Release 4.2 to 5.0 on a new server extra space. For more information, see “Database Expansion utility” on page 1101. ATTENTION If you expand your database, then you must create a new Platform Recovery Disk afterward. For details, see “Creating a Platform Recovery Disk”...
Page 756: Step 18. Add Server To Domain (Optional)
Step 18. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 757 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain Controller authenticates the user. Since no local dial-in account is created on Symposium Call Center Server, the system no longer uses accounts NGenDist and NGenDesign for dial-up access.
Page 758 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Symposium Call Center Server...
Page 759 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Installation and Maintenance Guide for Windows 2003...
Page 760 Upgrading from Release 4.2 to 5.0 on a new server Standard 7.02 Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up, and then click Next. Result: The Network Selection window appears. Symposium Call Center Server...
Page 761 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears.
Page 762 Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered. Click Next. Result: The Managing Multiple Remote Access Servers window appears. Symposium Call Center Server...
Page 763 July 2007 Upgrading from Release 4.2 to 5.0 on a new server Select No, use Routing and Remote Access to authenticate requests, and then click Next. Result: The Completing the Routing and Remote Access Server Setup Wizard window appears. Click Finish. Result: The Routing and Remote Access service starts and is successfully installed on your computer.
Page 764 Symposium Call Center Server Release 5.0 server. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software, or pcAnywhere installation.
Page 765 On the pcAnywhere configuration, you must select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged on using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 766: Step 19. Other Post-Installation Tasks
After you make changes to the server, update the emergency repair disk to record the latest configuration data. What’s next? If you need to install a client, continue to Chapter 3, “Installing the client software,” on page 43. Symposium Call Center Server...
Page 767: Migrating A Release 5.0 Server To A New Platform
C h a p t e r 1 1 Migrating a Release 5.0 server to a new platform In this chapter Overview Section A: Preinstallation Section B: Installation Section C: Post-installation Installation and Maintenance Guide for Windows 2003...
Page 768: Overview
Release 5.0 database to a new server. You can also use the procedures in this chapter to reinstall Release 5.0 of Symposium Call Center Server on the same server computer, but keep the original Release 5.0 database (for example, to convert a standalone installation to a coresident installation).
Page 769: Section A: Preinstallation
July 2007 Migrating a Release 5.0 server to a new platform Section A: Preinstallation In this section Overview Step 1. Read the relevant documentation for performing an upgrade Step 2. Gather the materials required for an upgrade Step 3. Investigate and resolve any tape drive compatibility issues Step 4.
Page 770: Overview
Migrating a Release 5.0 server to a new platform Standard 7.02 Overview This section describes the preinstallation steps to perform on the original Release 5.0 server and the new Release 5.0 server before installing the Release 5.0 Symposium Call Center Server software. Symposium Call Center Server...
Page 771: Step 1. Read The Relevant Documentation For Performing An Upgrade
Read the section “Upgrading overview” on page 230. Check for any Installation Addenda or updated customer documentation on the Nortel web site (www.nortelnetworks.com), or on the Partner Information Center web site. The addenda and documentation may contain important information regarding your upgrade.
Page 772: Step 2. Gather The Materials Required For An Upgrade
Use this item to create a Platform Recovery Disk that contains disk the original server’s setup record and database configuration. Symposium Call Center Server...
Page 773 Center Server software on the new server. This includes the for Release 5.0 following installation disks: Server Application CD-ROM containing the Symposium Call Center Server installation software and the Platform Compliance Check utility Server Supplementary CD-ROM containing any additional software components required for Symposium Call Center...
Page 774: Step 3. Investigate And Resolve Any Tape Drive Compatibility Issues
Note: If there are incompatibilities, you may receive the following message when trying to restore the database on the new server: Unable to retrieve backup name. Symposium Call Center Server...
Page 775 July 2007 Migrating a Release 5.0 server to a new platform Requirements for compatibility Options for achieving compatibility The tape drive hardware must If your original server and new server do not have be compatible with both the compatible tape drives and tape media, one option is to use original server and the new the same physical tape drive hardware on both the original server.
Page 776: Step 4. Perform A Database Integrity Check On The Original Server
To ensure the integrity of the databases on the original server, Nortel recommends that you perform a database integrity check before creating a backup of your database. This step is highly recommended to capture any database consistency problems.
Page 777 July 2007 Migrating a Release 5.0 server to a new platform To perform a database integrity check on the original Release 5.0 server Log on to the server as Administrator or NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server →...
Page 778 (such as Notepad). When checking the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service with any detected database errors, even though it may seem to be functioning normally.
Page 779: Step 5. Create A Backup Of The Original Server's Database
You can restore a more recently backed-up database (4.0 or 4.2) than the database when your new Release 5.0 server is ready to go live. For example, if you upgrade from either Symposium Call Center Server Release 4.x to Release 5.0, but keep the original Release 4.x server active, when your Release 5.0 server goes live, you can restore a more recently backed-up...
Page 780 To calculate the speed for database backups to tape (based on your configuration), see the formula listed in the section “Online Database Backup Speed Elapsed Time” in the Nortel Networks Symposium Call Center Server Planning and Engineering Guide for Release 5.0.
Page 781 July 2007 Migrating a Release 5.0 server to a new platform From a client PC, log on to the original server as a Symposium Call Center Server administrator. Schedule a database backup on the original platform. For instructions on scheduling backups, refer to Section B: “Scheduling backups,”...
Page 782 Network requirements The remote computer must be in the same network as the server in Symposium Call Center Server. The network connection should be through the CLAN. Ensure that the CLAN has low traffic during the scheduled time for the database backup. If you run the backup when CLAN traffic is high, the database backup may take longer than planned.
Page 783 July 2007 Migrating a Release 5.0 server to a new platform Worksheet for setting up a remote directory backup You need to set up an account, password, and a shared directory on your network computer in preparation for a remote directory backup. Create names for these items ahead of time and record them in the following table.
Page 784 “User must change password at next logon.” If this check box is selected, Symposium Call Center Server may not be able to connect to the remote computer. Make the user account a member of the Administrators group. Symposium Call Center Server...
Page 785 Preparing the server in Symposium Call Center Server for remote directory backup On your Release 5.0 Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer. You then add the account to the policy “Log on as a service.” Detailed steps are provided in the following procedure.
Page 786 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 787 Close all windows that remain open. To set up the local security settings On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 788 You can perform one of the following tasks: Back up to a network. Back up to a tape drive. To back up to a network a. Select Network Disk, and then click Next. Result: The Configuration window appears. Symposium Call Center Server...
Page 789 July 2007 Migrating a Release 5.0 server to a new platform b. Enter the account name, password, and path of the remote backup location, and then click Next. Result: The Start Backup window appears. Installation and Maintenance Guide for Windows 2003...
Page 790 Close the Database Backup Utility. Result: The following message appears: Click OK. To back up to a tape drive a. Select Local Tape Drive, and then click Next. Result: The Start Backup window appears. Symposium Call Center Server...
Page 791 The backup log for your backup is located here. d:\Nortel\Utilities\backup.log.txt Please examine it for errors. Navigate to D:\Nortel\Utilities and open the file backup.log.txt. If your database backup was successful, the log contains the following lines of text: [SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete (database cbc).
Page 792 D:\Sybase\ASE-12_5\install and open the file backup.log. This file may indicate the source of the problem. Retry the backup and check the backup log again. If there are still messages or errors, contact Nortel product support. Note: If you begin a second database backup before the first backup is finished, the system may not function properly.
Page 793: Step 6. Create A Platform Recovery Disk On The Original Server
Log on to the server as NGenSys. From the Windows Start menu, choose Programs → Symposium Call Center Server → Server Setup Configuration. Result: The Symposium Call Center Server Setup Configuration Utility window appears. Installation and Maintenance Guide for Windows 2003...
Page 794 Insert a blank floppy disk in drive A. c. Click Create Disk. Result: The following message appears: d. Click OK. If you want to create a Platform Recovery Disk in a directory on a network computer: Symposium Call Center Server...
Page 795 Click OK. If you used a floppy disk, remove it from the drive, and make sure it is labeled clearly. Close the Symposium Call Center Server Setup Configuration Utility window. Store the Platform Recovery Disk in a safe place.
Page 796 RSM IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) voice connectivity server software version DMS/MSL Symposium Call Center Server keycode Nortel software feature key serial number installed computer name current computer name...
Page 797 July 2007 Migrating a Release 5.0 server to a new platform server ELAN IP address server CLAN IP address server RSM IP address server TCP/IP hostname server TCP/IP protocol setup (that is, gateway, subnet mask, and so on) voice connectivity server software version NCC server keycode...
Page 798: Step 7. Prepare The New Server For Release 5.0
You must complete the base configuration of your new server before you can install Release 5.0 of Symposium Call Center Server and restore your database. Note: This process involves serveral steps and can take from 3 to 5 hours to complete.
Page 799 (both ELAN and CLAN). The new platform should remain disconnected until the migration is completed. Note: Nortel recommends that you test your network connection before you prepare your new server for full service. To avoid network conflict, after you ensure that the new server is disconnected from the original server’s...
Page 800 RAM + 8 Gbytes NTFS Disk 0 4096 Mbytes NTFS 4096 Mbytes NTFS CD-ROM 0 Disk 1 4096 Mbytes NFTS 4096 Mbytes NFTS Disk partition configuration worksheet Disk drive letter Disk number assignment Disk partition size Symposium Call Center Server...
Page 801 Step 3. Record and check for required installation information Use the following checklist to record information required for your Windows Server 2003 and Symposium Call Center Server installation. You will need to refer to this checklist for specific information during the installation. Some of the information is contained in the Platform Recovery Disk that you created.
Page 802 Use the switch primary address for the primary CPU (core 0), and use the secondary address for the redundant CPU (core 1). For smaller switches, such as an Meridian 1 PBX 11C - Cabinet, you need only the primary address. Symposium Call Center Server...
Page 803 STAT ELNK command in LD 137. Ensure that the switch serial number matches the one delivered with the Symposium Call Center Server keycode. DMS/SL-100 switch information Switch name _____________________________ Switch customer number _______________________ Switch IP address (for example, 255.255.255.255)
Page 804 IP addresses, subnet masks, and gateways. Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 805 July 2007 Migrating a Release 5.0 server to a new platform ✔ Step Details Record the ELAN and ELAN router/gateway IP address CLAN IP information IP address _______________________________ (continued). Subnet mask ______________________________ Gateway, description, or name ________________ ________________________________________ CLAN server IP address _______________________________ Subnet mask ______________________________ Gateway, description, or name ________________...
Page 806 ELAN and CLAN IP addresses __________________ __________________________________________ Note: ELAN and CLAN addresses must be unique. Nortel-supplied PCs are equipped with an ELAN network interface card. If you are configuring a Network Control Center server, you do not need to connect the ELAN network interface card to the ELAN cable.
Page 807 (Networking option only) IP address of RSM server __________________________________________ New password for NGenDesign account (This is a user account for Nortel support.) For security reasons, do not record the password here. New password for NGenDist account (This is a user account for distributors to provide support.) For security reasons, do not record the...
Page 808 LAN network cards with the same network IP configuration (for example, IP address, subnet mask, default gateway, and so on) as on the original server. Refer to the TCP/IP parameter information in the MigInfo.txt file on the Platform Recovery Disk. Symposium Call Center Server...
Page 809 Migrating a Release 5.0 server to a new platform On the new server, you can use a different computer name and different IP addresses than on the original server. However, Nortel recommends that you use the original server’s computer name and IP addresses (CLAN and ELAN) on your new server.
Page 810 Personalize Your Complete this window as required for your site. Software window Licensing Modes Nortel recommends that you use the “Per server” licensing window mode and that you have a minimum of five concurrent connections. This is the default. Computer Name Enter the computer name and administrator password, as recorded in Step 3.
Page 811 July 2007 Migrating a Release 5.0 server to a new platform Install Windows Server 2003 ✔ Step Details Complete this window as required for your site. Make sure the Date and Time correct time zone is set for the server. Settings window For the check box Automatically adjust clock for daylight saving changes, do one of the following:...
Page 812 “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site. Symposium Call Center Server...
Page 813 When logging on to Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Symposium Call Center Server functionality. However, proceed to the next step (Step 6) to configure additional server software.
Page 814 Select Management and Monitoring Tools, and then click Details. Make sure the check box beside SNMP is checked. If it is checked, then SNMP is installed. Click OK to return to the Add/Remove Windows Components property page. Symposium Call Center Server...
Page 815 Click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Call Center Server’s Scripting component. IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.
Page 816 1.5. Set both the initial and maximum size to this value. If the memory virtual memory is smaller, increase it to RAM size times 1.5. settings. Nortel recommends that the paging file be located on drive C. From the Start menu, choose All Programs ➝ Control Panel. Click System.
Page 817 July 2007 Migrating a Release 5.0 server to a new platform Install Windows Server 2003 ✔ Step Details Configure the Note: Skip this step if you are installing a coresident server. For modem remote support options for a coresident server, see “Remote connection access support and coresidency”...
Page 818 For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4. If a required port does not exist: Ensure that the port is installed. Go to the BIOS and correct the address of the missing port. Symposium Call Center Server...
Page 819 Details 12 Format all Ensure that the disk drives on the server are formatted as per disk drives. the requirements for Symposium Call Center Server Release 5.0. For details, see “Disk partitioning requirements” on page 102. Notes: If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel.
Page 820 15 Install the Install the latest Windows Server 2003 service pack that has Windows been validated with Symposium Call Center Server. You can Server 2003 obtain this information from the Symposium Service Packs and service pack. Security Hotfixes Compatibility List (available on the Partner Information Center web site).
Page 821 Install Windows Server 2003 ✔ Step Details 16 Update the Nortel recommends that you restart the computer and update emergency the emergency repair disk to record the latest configuration data repair disk. for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
Page 822 You must make sure that your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Symposium Call Center Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters.
Page 823 July 2007 Migrating a Release 5.0 server to a new platform Click the Computer Name tab. Result: The Computer Name information appears. Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name. Click Properties.
Page 824 Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround: Symposium Call Center Server...
Page 825 If you are adding your server to a domain after installing Symposium Call Center Server, follow the steps in “Step 17. Add server to domain (optional),” on page 888 on configuring remote access in a domain environment.
Page 826 “Connecting to a USB modem,” on page 1303. To configure the operating system for remote access (workgroup) From the Start menu, choose Settings ➝ Control Panel ➝ Network Connections ➝ New Connection Wizard. Result: The New Connection Wizard Window appears. Symposium Call Center Server...
Page 827 July 2007 Migrating a Release 5.0 server to a new platform Click Next. Result: The Network Connection Type window appears. Click Set up an advanced connection, and then click Next. Result: The Advanced Connection Options window appears. Installation and Maintenance Guide for Windows 2003...
Page 828 Result: The Devices for Incoming Connections window appears. Ensure that the server’s modem appears in the Connection devices box with a check mark beside it, and then click Next. Result: The Incoming Virtual Private Connection window appears. Symposium Call Center Server...
Page 829 Click the box to place a check mark beside the user Administrator, and then click Next. Note: After you install the Symposium Call Center Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. You must ensure that there are check marks beside these names as well to enable these users to connect to the server remotely.
Page 830 In the Networking components box, highlight Internet Protocol (TCP/IP), and then click Properties. Result: The Incoming TCP/IP Properties window appears. Ensure that the check box beside Allow callers to access my local area network is not checked. Symposium Call Center Server...
Page 831 July 2007 Migrating a Release 5.0 server to a new platform Select the Specify TCP/IP addresses option. In the From and To boxes, you must specify a range of IP addresses in the same subnet as the CLAN IP address. This range must include at least two available IP addresses.
Page 832 Migrating a Release 5.0 server to a new platform Standard 7.02 What’s next? You have completed installing and configuring Windows Server 2003 for Release 5.0 of Symposium Call Center Server. Next, proceed to “Step 8. Install pcAnywhere version 11.0.1” on page 833. Symposium Call Center Server...
Page 833: Step 8. Install Pcanywhere Version 11.0.1
July 2007 Migrating a Release 5.0 server to a new platform Step 8. Install pcAnywhere version 11.0.1 Introduction One licensed copy of pcAnywhere version 11.0.1 for host computers only is provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
Page 834 To install pcAnywhere version 11.0.1 Log on to the server as Administrator. Note: If you have already installed the Symposium Call Center Server software and you are now reinstalling pcAnywhere, then before you proceed with the installation, you must shut down all the services on the server.
Page 835 July 2007 Migrating a Release 5.0 server to a new platform Double-click pcAnywhere.exe. Result: The installation wizard starts. If you do not have Internet Explorer 5.5 SP2 or later, the following message appears: Skip to step 7 if you do not see the preceding message; otherwise, do the following: a.
Page 836 When prompted to restart the computer, close all other windows first, and then click Finish. After the computer restarts, log on as Administrator. Result: The Windows Update sets up and completes the IE5.5 SP2 installation. Symposium Call Center Server...
Page 837 July 2007 Migrating a Release 5.0 server to a new platform Resume the pcAnywhere 11.0.1 installation by first making sure the NTJK08BA CD is in the CD-ROM drive. k. Navigate to the root directory of the CD, and then double-click pcAnywhere.
Page 838 Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
Page 839 July 2007 Migrating a Release 5.0 server to a new platform On the pop-up menu, click Properties. Result: The pcAnywhere Properties window appears. Click the Security tab. In the Name box, highlight Administrators. To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure that there is an Allow check mark beside Full Control.
Page 840 Note: Do not use the Wizard option. Result: The Host Properties: New Host window appears. On the Connection Info tab, ensure that only the TCP/IP checkbox is selected. From the Optimized for drop-down box, select Low bandwidth (modem connection). Symposium Call Center Server...
Page 841 July 2007 Migrating a Release 5.0 server to a new platform Click the Settings tab. In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected. Click the Security Options tab. Installation and Maintenance Guide for Windows 2003...
Page 842 Migrating a Release 5.0 server to a new platform Standard 7.02 Ensure that the settings are as shown in the following example: The Apply button appears if you made changes. Click Apply if you have made any changes. Click the Conference tab. Symposium Call Center Server...
Page 843 July 2007 Migrating a Release 5.0 server to a new platform Ensure that Enable conferencing and Obtain IP address automatically are selected, as shown in the following example: Click the Protect Item tab if you want to protect the settings for this caller account by assigning a password to control access to the settings.
Page 844: Step 9. Add Local Windows Account To The New Server
Introduction On your new Symposium Call Center Server, you must create a local Windows user account that is identical to the one you created on the network computer containing the database backup. You then add the account to the policy “Log on as a service.”...
Page 845 Uncheck the check box for User must change password at next logon. Note: If you do not remove this check mark, the restore may fail because the server in Symposium Call Center Server may not be able to access the network computer.
Page 846 When the Member Of tab reappears, click Apply, and then click Close. Close all windows that remain open. To log on as a service On the new server in Symposium Call Center Server, select Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
Page 847 July 2007 Migrating a Release 5.0 server to a new platform From the right panel, double-click Log on as a service. Result: The Local Security Policy Setting window appears. Click Add. Result: The Select Users or Groups window appears. In the Name column, select the user account that you just created, and then click Add.
Page 848: Step 10. Copy The Latest Service Update And Platform Recovery Disk
Step 10. Copy the latest Service Update and Platform Recovery Disk Introduction Before installing the Release 5.0 Symposium Call Center Server software, you must do the following: Copy the latest Service Update pack to drive D on your server. Copy the Platform Recovery Disk from the original Release 5.0 Symposium Call Center Server to drive D:\OldPrd of the new server.
Page 849 July 2007 Migrating a Release 5.0 server to a new platform Navigate to the Supplementary CD or the shared drive and copy the Service Update (for example, NN_SCCS_5.0_SU_04_S .msi) to the root of the server’s drive D. Create a directory called OldPrd in drive D. Insert the Platform Recovery Disk you created previously into drive A.
Page 850 Migrating a Release 5.0 server to a new platform Standard 7.02 Symposium Call Center Server...
Page 851: Section B: Installation
July 2007 Migrating a Release 5.0 server to a new platform Section B: Installation In this section Overview Step 11. Install the product software and database Step 12. Configure the product software Installation and Maintenance Guide for Windows 2003...
Page 852: Overview
Introduction When the base configuration of your new server is ready, you can perform all the steps to complete the upgrade to Release 5.0 of Symposium Call Center Server. Before installing the server software Before installing the server software, check off the items in the following checklist to ensure that you have performed all the required preinstallation steps.
Page 853 Steps Make sure no third-party software is installed. Nortel recommends that you do not install any third-party software on your Symposium Call Center Server. This can compromise system performance. Exceptions are pcAnywhere software, which is required for remote support, and antivirus software, which is required for security purposes.
Page 854: Step 11. Install The Product Software And Database
Log on to the server as Administrator. If the Server Application CD is not already running, insert the CD into the CD-ROM drive and wait for it to autorun. Result: The DemoShield Setup Launcher main menu appears. Symposium Call Center Server...
Page 855 July 2007 Migrating a Release 5.0 server to a new platform Click Install Product Software. Result: The welcome window for Symposium Call Center Server InstallShield Wizard appears. Click Next. Result: The Custom Installation Information window appears. In the Server Type section, do one of the following:...
Page 856 In the Install Type section, select Upgrade from 4.0 or 4.2 database Migration of 5.0 database. Click Next. Result: The dedicated or coresident selection window appears. Do one of the following: a. To install a standalone server, make sure Dedicated Server is selected, and then click Next. Symposium Call Center Server...
Page 857 July 2007 Migrating a Release 5.0 server to a new platform b. To install a coresident server, click Coresident Server, select either Symposium Web Client, or Symposium Web Client and TAPI Service Provider, and then click Next. Result: The Pre-Install Compliance Check window appears. Installation and Maintenance Guide for Windows 2003...
Page 858 After a few seconds, the Pre-Install Check Utility window appears. Result: The system checks your server to ensure it meets the requirements for Symposium Call Center Server. The results appear in a window similar to the preceding graphic. If your server is compliant, the Status column shows Pass beside all items listed.
Page 859 July 2007 Migrating a Release 5.0 server to a new platform After you make any necessary changes and are ready to proceed with the installation, click OK. Result: The Ready to Install the Program window appears. Note: If you click Cancel at any time during the product software installation, the InstallShield Wizard Complete window appears.
Page 860 Migrating a Release 5.0 server to a new platform Standard 7.02 Click Begin. Result: The Installing Symposium Call Center Server window appears. After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes of installation, the system restarts.
Page 861 July 2007 Migrating a Release 5.0 server to a new platform Stage 2 Stage 3 Stage 4 Installation and Maintenance Guide for Windows 2003...
Page 862 Migrating a Release 5.0 server to a new platform Standard 7.02 The system copies files to drive D. The system installs the Service Update. Symposium Call Center Server...
Page 863 July 2007 Migrating a Release 5.0 server to a new platform The system creates the database. This stage may take up to 2 hours. Wait until the Database Restore Utility window appears. Note: This window may appear behind the progress window. Installation and Maintenance Guide for Windows 2003...
Page 864 15 of this procedure. Result: If you selected Network Disk, the following window appears: a. Enter the account, password, and network path information, and then click Next. Result: The following window appears: Symposium Call Center Server...
Page 865 July 2007 Migrating a Release 5.0 server to a new platform b. Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c.
Page 866 Click Start Restore. Note: To speed up the database restore, select the Do not verify the restored database check box. Result: Once the database is restored, the following window appears: c. Proceed to step 16 of this procedure. Symposium Call Center Server...
Page 867 July 2007 Migrating a Release 5.0 server to a new platform Click Done. Result: The product software and database are installed. The installation program automatically continues and the Initializing Server Setup Configuration Utility message appears (for between 5 seconds to 5 minutes) before the Customer Information window appears.
Page 868: Step 12. Configure The Product Software
If you are configuring an Active Server, go to Step 2. “Configure the Active Server” on page 1223 to continue your installation. If you are configuring a Standby Server, go to Step 5. “Configure the Standby Server” on page 1225. Symposium Call Center Server...
Page 869 July 2007 Migrating a Release 5.0 server to a new platform Keep clicking Next until the Site Name window appears. Installation and Maintenance Guide for Windows 2003...
Page 870 MAS Access Link service can cause the Access Link Handler to restart continuously if you do not configure the COM2 port. For a Symposium Call Center Server that does not require the ACCESS Link connection to Meridian Mail, enter a dummy IP address and port number in the Voice Connection tab.)
Page 871 July 2007 Migrating a Release 5.0 server to a new platform Click OK to save your changes. Result: The following window appears: Click Yes. Result: Once you have completed all necessary information, the Server Configuration Utility configures your server using the data you entered. It displays a status for each stage of configuration.
Page 872 To save the Platform Recovery Disk to a floppy disk: a. Insert a blank floppy disk in drive A. b. Click Create Disk. Result: The following message appears: c. Click OK. To save the Platform Recovery Disk to a remote directory: Symposium Call Center Server...
Page 873 If you used a floppy disk, remove it from the drive. Make sure the Platform Recovery Disk is labeled appropriately and stored in a safe place. Click OK to close the Symposium Call Center Server Setup Configuration Utility window. Result: The following message appears: Click OK.
Page 874 Note: It may take several minutes for the desktop to appear. Result: The MAS Trace Window appears. The server and database configuration is complete, and the Symposium Call Center Server software is ready for use. Note: If you completed this procedure as part of a server recovery scenario or a platform migration, return now to the chapter that referenced this procedure.
Page 875 Back up the database, uninstall the server software, and then install the Symposium Call Center Server software on the original server, making sure you select “upgrade” instead of “new installation.”...
Page 876 Migrating a Release 5.0 server to a new platform Standard 7.02 What’s next? Proceed to Section C: “Post-installation,” on page 877. Symposium Call Center Server...
Page 877: Section C: Post-Installation
July 2007 Migrating a Release 5.0 server to a new platform Section C: Post-installation In this section Step 13. Change the NGenDist and NGenDesign passwords Step 14. Configure the NGen user groups for remote access (standalone) 881 Step 15. Add NGen names to pcAnywhere (standalone) Step 16.
Page 878: Step 13. Change The Ngendist And Ngendesign Passwords
Nortel user accounts as soon as you finish the installation. NGenDist and NGenDesign are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.
Page 879 July 2007 Migrating a Release 5.0 server to a new platform In the Password box, type the new password. Note: Ensure that you use a password that contains a combination of numbers and letters. In the Confirm Password box, type the same password entered in the Password box.
Page 880 You must be logged on as NGenSys to monitor and manage the server. Password security Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them. Symposium Call Center Server...
Page 881: Step 14. Configure The Ngen User Groups For Remote Access (Standalone)
NGen user groups for remote access in a domain environment. Symposium Call Center Server software creates three users: NGenSys, NGenDesign, and NGenDist. Enable these accounts for remote access to allow support personnel to access the server remotely with these user accounts.
Page 882 Click the Users tab. Place a check mark in the check box beside each of the users, NGenDesign, NgenDist, and NGenSys. Click OK to close the window, and then close the Network and Dial-up Connections window. Symposium Call Center Server...
Page 883: Step 15. Add Ngen Names To Pcanywhere (Standalone)
July 2007 Migrating a Release 5.0 server to a new platform Step 15. Add NGen names to pcAnywhere (standalone) Introduction ATTENTION If you are installing a coresident server, skip this step and proceed to “Step 16. Prepare the new server for full service” on page 886.
Page 884 Click the Callers tab. Result: The Callers window appears. From the Authentication type drop-down list, select NT. Below the Caller list heading, click the New item icon ( Result: The Caller Properties: New Caller window appears. Symposium Call Center Server...
Page 885 Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Symposium Call Center Server software. To allow authorized remote personnel to use pcAnywhere to log on to and administer the server with either of these accounts, you must designate these Windows accounts as valid pcAnywhere caller accounts.
Page 886: Step 16. Prepare The New Server For Full Service
Restart the server to begin using the Release 5.0 Symposium Call Center Server software. Verify the proper operation of the Symposium Call Center Server software on the new server. Create a Platform Recovery Disk for the new server if you bypassed this step during the configuration.
Page 887 July 2007 Migrating a Release 5.0 server to a new platform extra space. For more information, see “Database Expansion utility” on page 1101. ATTENTION If you expand your database, then you must create a new Platform Recovery Disk afterward. For details, see “Creating a Platform Recovery Disk”...
Page 888: Step 17. Add Server To Domain (Optional)
Step 17. Add server to domain (optional) Introduction This step shows you how to add your Symposium Call Center Server to an existing domain, and perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.
Page 889 In a Windows Server 2003 Domain environment, you must create a dial-up user as a Domain user on the Domain controller and assign dial-in access permissions to this user. When dialing in to the Symposium Call Center Server Release 5.0 server’s RAS configuration, the Domain Controller authenticates the user. Since no local dial-in account is created on Symposium Call Center Server, the system no longer uses accounts NGenDist and NGenDesign for dial-up access.
Page 890 Migrating a Release 5.0 server to a new platform Standard 7.02 To configure the operating system for remote access (domain) From the Start menu, choose Administrative Tools ➝ Routing and Remote Access. Result: The Routing and Remote Access window appears. Symposium Call Center Server...
Page 891 July 2007 Migrating a Release 5.0 server to a new platform Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access. Result: The Welcome window appears. Click Next. Result: The Configuration window appears. Installation and Maintenance Guide for Windows 2003...
Page 892 Migrating a Release 5.0 server to a new platform Standard 7.02 Make sure Remote Access (dial-up or VPN) is selected, and then click Next. Result: The Remote Access window appears. Click Dial-up, and then click Next. Result: The Network Selection window appears. Symposium Call Center Server...
Page 893 July 2007 Migrating a Release 5.0 server to a new platform Select the network connection that represents your CLAN, and then click Next. Result: The IP Address Assignment window appears. Select From a specified range of addresses, and then click Next. Result: The Address Range Assignment window appears.
Page 894 Enter the range of IP addresses that is provided by your domain administrator, and then click OK. Result: The Address Range Assignment window appears showing the address ranges you entered. Click Next. Result: The Managing Multiple Remote Access Servers window appears. Symposium Call Center Server...
Page 895 July 2007 Migrating a Release 5.0 server to a new platform Select No, use Routing and Remote Access to authenticate requests, and then click Next. Result: The Completing the Routing and Remote Access Server Setup Wizard window appears. Click Finish. Result: The Routing and Remote Access service starts and is successfully installed on your computer.
Page 896 Symposium Call Center Server Release 5.0 server. On the Symposium Call Center Server Release 5.0 server, no changes are required to the operating system, RAS configuration, server software, or pcAnywhere installation.
Page 897 On the pcAnywhere configuration, you must select a domain user account from the Domain controller in the pcAnywhere Add Users window. Note: The Symposium Call Center Server user must be logged on using an account with Domain Administrator privileges before configuring pcAnywhere users.
Page 898: Step 18. Other Post-Installation Tasks
Service Update Supplement, see “Installing patches on the server,” on page 954. Update the emergency repair disk After you make changes to the server, update the emergency repair disk to record the latest configuration data. Symposium Call Center Server...
Page 899: Maintaining Symposium Call Center Server Release
P a r t 3 Maintaining Symposium Call Center Server Release 5.0 Installation and Maintenance Guide for Windows 2003...
Page 900 Standard 7.02 Symposium Call Center Server...
Page 901: Managing The Server
C h a p t e r 1 2 Managing the server In this chapter Shutting down or restarting the server Managing the date and time Installation and Maintenance Guide for Windows 2003...
Page 902: Shutting Down Or Restarting The Server
Risk of file corruption Do not press the power button on the front of the server to shut down your system as this can result in file corruption failure to deacquire resources loss of statistics for the current interval Symposium Call Center Server...
Page 903: Managing The Date And Time
(for example, the end times of calls in progress may be earlier than their start times). DMS/SL-100 switch Symposium Call Center Server is the master clock. It does not derive its time from the switch. Installation and Maintenance Guide for Windows 2003...
Page 904 Managing the server Standard 7.02 For more information refer to the Nortel Networks Symposium Call Center Server Symposium DMS/SL-100 Switch Guide. To view the system date, time, and time zone from the client PC In the SMI window, double-click the time at the bottom right corner of the SMI window.
Page 905: Uninstalling And Reinstalling Server Software
C h a p t e r 1 3 Uninstalling and reinstalling server software In this chapter Uninstalling the database and server software Reinstalling the database software Installation and Maintenance Guide for Windows 2003...
Page 906: Uninstalling The Database And Server Software
Uninstalling the database and server software Introduction You can uninstall the Symposium Call Center Server software and database if you want to use your server for another purpose, or if you need to reinstall your server as part of a recovery procedure.
Page 907 Sybase ASE 12.5” on page 915. Symposium Call Removes the Symposium Complete the following procedure: Center Server Call Center Server files and “Uninstalling the Symposium Call software removal folders Center Server software” on page 918. Does not remove Sybase ASE 12.5...
Page 908 Uninstalling and reinstalling server software Standard 7.02 Uninstalling patches This procedure removes the Symposium Call Center Server Release 5.0 Service Updates and Service Update Supplements. To uninstall Service Updates and Service Update Supplements Log on to the server as Administrator.
Page 909 July 2007 Uninstalling and reinstalling server software Click Yes. Result: The PEPs and SUs are uninstalled and the following window appears: Click OK. Note: You must restart the system to ensure that all the changes take effect. However, if you are proceeding to perform a complete uninstallation, you do not have to restart the system.
Page 910 Result: The Add/Remove Programs window appears. Highlight Symposium Call Center Server. Click Remove. Result: A window appears prompting you to confirm the Remove action. Click Yes. Result: The Symposium Call Center Server window appears, displaying the progress of the uninstallation. Symposium Call Center Server...
Page 911 When the uninstall is complete, the Add/Remove Programs window reappears. This may take a few seconds. Verify that Symposium Call Center Server does not appear in this window. Close all open windows, and then restart the server. Result: The uninstallation of the software is complete.
Page 912 Close all windows and exit all applications. From the Start menu, choose Settings ➝ Control Panel. Result: The Control Panel window appears. Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Highlight Symposium Call Center Server. Symposium Call Center Server...
Page 913 July 2007 Uninstalling and reinstalling server software Click Change. Result: The InstallShield Wizard window appears. Click Next. Result: A window appears showing the three Symposium components. Select Database File-system, and then select This feature will not be available. Installation and Maintenance Guide for Windows 2003...
Page 914 Delete all files or folders in the database partitions. c. If you have additional database partitions (G, H, I, and so on), repeat steps a and b for each partition. Close Windows Explorer. Result: The database is removed. Symposium Call Center Server...
Page 915 From the Start menu, choose Settings ➝ Control Panel. Result: The Control Panel window appears. Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Highlight Symposium Call Center Server. Click Change. Result: The InstallShield Wizard window appears. Installation and Maintenance Guide for Windows 2003...
Page 916 Click Next. Result: A window appears showing the three Symposium components. Select the Sybase Software component, and then select This feature will not be available. Select Database_File system, and then select This feature will not be available. Symposium Call Center Server...
Page 917 July 2007 Uninstalling and reinstalling server software Click Next. Result: A window appears showing that the system is ready to modify the program. Click Begin. Result: A progress indicator appears. When the uninstallation process completes, click Close to exit the Add/ Remove Programs window, and restart the server computer.
Page 918 Result: Sybase is now uninstalled and the database files are removed. Uninstalling the Symposium Call Center Server software This procedure removes the Symposium Call Center Server software. To uninstall the Symposium Call Center Server software Log on to the server as NgenSys or Administrator.
Page 919 July 2007 Uninstalling and reinstalling server software Click Next. Result: A window appears showing the three Symposium components. Select the Symposium Software component, and then select This feature will not be available. Click Next. Result: A window appears showing that the system is ready to modify the program.
Page 920 Note: Do not bypass this restart or you may encounter problems with the remaining steps in this procedure. Log on to the server as NGenSys or Administrator. Check to ensure that the D:\Nortel directory has been removed. If it has not, delete the directory and its contents. Close Windows Explorer.
Page 921: Reinstalling The Database Software
July 2007 Uninstalling and reinstalling server software Reinstalling the database software You can perform a database software reinstallation only on a server that has already been installed properly. For example, if you have a working server that suddenly has problems in the database software, you can try to uninstall and then reinstall the database software.
Page 922 Uninstalling and reinstalling server software Standard 7.02 Symposium Call Center Server...
Page 923: Upgrading, Reinstalling, And Uninstalling The Client Software
C h a p t e r 1 4 Upgrading, reinstalling, and uninstalling the client software In this chapter Installing and reinstalling NCC reports Removing NCC reports Upgrading the client Uninstalling the Release 4.0 client software Installation and Maintenance Guide for Windows 2003...
Page 924: Installing And Reinstalling Ncc Reports
Standard 7.02 Installing and reinstalling NCC reports Introduction If you have previously installed the Symposium Call Center Server Release 4.0 client for a Communication Server 1000 (M1) switch and want to install or reinstall NCC reports, follow this procedure. To install or reinstall NCC reports Log on to the client PC as Administrator.
Page 925 July 2007 Upgrading, reinstalling, and uninstalling the client software Click OK to run. Result: The Symposium Call Center Server (Client) - InstallShield Wizard window appears with a welcome message. Installation and Maintenance Guide for Windows 2003...
Page 926 Standard 7.02 Click Next. Result: The NCC Report Templates window appears. This window gives you the option to add NCC reporting capabilities. Click the down arrow beside NCC reports templates, and choose Install this feature now. Symposium Call Center Server...
Page 927 July 2007 Upgrading, reinstalling, and uninstalling the client software Click Next. Result: The Ready to Modify the Program window appears. Verify that all options in the window are correct. If errors appear, click Back, make the necessary corrections, and then click Next. Installation and Maintenance Guide for Windows 2003...
Page 928 Upgrading, reinstalling, and uninstalling the client software Standard 7.02 Click Install. Result: The Installing Symposium Call Center Server (Client) window appears. The system installs the NCC report templates. Symposium Call Center Server...
Page 929 July 2007 Upgrading, reinstalling, and uninstalling the client software When the NCC reports installation is complete, the InstallShield Wizard completed message appears. Click Finish. Result: The program prompts you to restart. Click Yes to restart the computer. Result: You have successfully installed NCC reports. Installation and Maintenance Guide for Windows 2003...
Page 930: Removing Ncc Reports
From the Windows Start menu, choose Run. Click Browse and browse to the appropriate file on the root directory of the Windows Server 2003 or Windows 2000, select Setup.exe. If you are using Windows XP Professional, select Symposium Call Center Server (Client).msi. Symposium Call Center Server...
Page 931 July 2007 Upgrading, reinstalling, and uninstalling the client software Click OK to run. Result: The Symposium Call Center Server (Client) - InstallShield Wizard window appears with a welcome message. Installation and Maintenance Guide for Windows 2003...
Page 932 Standard 7.02 Click Next. Result: The NCC Report Templates window appears. This window gives you the option to remove NCC reporting capabilities. Click the down arrow beside NCC reports templates, and choose Do not install/remove this feature. Symposium Call Center Server...
Page 933 July 2007 Upgrading, reinstalling, and uninstalling the client software Click Next. Result: The Ready to Modify the Program window appears. Verify that all options in the Verification window are correct. If errors appear, click Back, make the necessary corrections, and then click Next. Installation and Maintenance Guide for Windows 2003...
Page 934 Click Yes to restart the computer. Result: You have successfully removed the NCC reports. Note: NCC report templates are also uninstalled during the regular uninstallation process, as described in “Uninstalling the Release 4.0 client software” on page 945. Symposium Call Center Server...
Page 935: Upgrading The Client
Introduction To upgrade the operating system on the client PC or to upgrade from a previous release of the Symposium Call Center Server client software to Release 4.0, you must perform the following procedures in sequence: Export the data from the present version to a safe location.
Page 936 Upgrading, reinstalling, and uninstalling the client software Standard 7.02 Default access classes Symposium Call Center Server requires that the three default access classes (adminGroup, Call Center Admin, and Supervisor) be defined. Before performing an upgrade from an earlier version of Symposium Call Center...
Page 937 July 2007 Upgrading, reinstalling, and uninstalling the client software ✔ Step Install the latest client Service Update (see page 941). Import the data that you previously exported (see page 941). Install PEPs (see page 943). 10 Add an SMI system (see page 943). 11 If you are performing a client upgrade, restore report selection criteria (see page 943).
Page 938 Upgrading, reinstalling, and uninstalling the client software Standard 7.02 To export the data The following operating systems and their corresponding versions of the Symposium Call Center Server client are supported by the export utility: Symposium Call Center Server Supported client PC Windows client version...
Page 939 July 2007 Upgrading, reinstalling, and uninstalling the client software Navigate to Start → Programs → Nortel → client → en → sysops, and then click DataMgr.exe. Result: The Data Migration Wizard - Step 1 window appears. Ensure that the export option button is selected, and then click Next.
Page 940 Click Yes. To uninstall the client software You can either uninstall your current Symposium Call Center Server client Release 1.5, Release 3.0, or Release 4.0 client software, or you can completely reinstall your entire operating system before installing the Release 4.0 client software.
Page 941 Upgrading, reinstalling, and uninstalling the client software To install Symposium Call Center Server Release 4.0 client Follow the procedure in Chapter 3, “Installing the client software.” Result: Symposium Call Center Server Client Release 4.0 is installed on the client PC. To install the latest Service Update Install the latest Service Update on the client PC.
Page 942 UserTemplate table in the following file using Microsoft Access 97 or later: <Install Directory>\Client\En\Data\nicrpt.mdb Note: You must reimport any user-created report templates to include them in future SMI Workbench reports. Result: The data is imported from the backup location to the Release 4.0 client. Symposium Call Center Server...
Page 943 July 2007 Upgrading, reinstalling, and uninstalling the client software Installing PEPs If you received a Supplementary CD, install the PEPs now. For instructions, refer to “Installing patches on the client” on page 964. Also, check for latest or additional PEPs from the Enterprise Solutions PEP Library web site at http://www.nortelnetworks.com/espl.
Page 944 This occurs because the Release 4.0 client uses a different version of the Crystal Reports software (version 8.0) than the Release 3.0 client. If you experience problems, you must open the applicable template on the Release 4.0 client and recreate your user-created report. Symposium Call Center Server...
Page 945: Uninstalling The Release 4.0 Client Software
July 2007 Upgrading, reinstalling, and uninstalling the client software Uninstalling the Release 4.0 client software Introduction Uninstall the client software when you want to use the client PC for another purpose. If you must reinstall the client software, use this procedure to uninstall the client software first.
Page 946 Upgrading, reinstalling, and uninstalling the client software Standard 7.02 Click Yes. Result: The system uninstalls the Symposium Call Center Server Release 4.0 client. When the software is uninstalled, a message asks you to restart your computer. Click Yes to restart your PC.
Page 947 July 2007 Upgrading, reinstalling, and uninstalling the client software Navigate down to HKEY_LOCAL_MACHINE/System/CurrentControlSet/ Control/Session Manager/Environment. a. Remove the values Sybase and Sybase_OCS. b. Modify the PATH key to remove any Sybase-related paths. Do not remove any Winnt paths by mistake. In HKEY_LOCAL_MACHINE/Software, remove the key Sybase.
Page 948 Upgrading, reinstalling, and uninstalling the client software Standard 7.02 Symposium Call Center Server...
Page 949: Installing/Uninstalling Patches
C h a p t e r 1 5 Installing/uninstalling patches In this chapter Overview Section A: Installing/uninstalling patches on your server Section B: Installing/uninstalling patches on the client Installation and Maintenance Guide for Windows 2003...
Page 950: Overview
Installing/uninstalling patches Standard 7.02 Overview Introduction Nortel supplies the following patches for Symposium Call Center Server Release 5.0: Patch type Description Service Update (SU) This patch provides planned product updates and bug fixes. Each SU contains the content of the previous SU and the latest fixes.
Page 951: Before You Begin
Note: To register for this web site, follow the instructions provided at http://nortelnetworks.com/register. Any SU packs and SUSs that are available at the time of shipping are included on the Symposium Call Center Server Supplementary CD shipped with your software. Before you begin If you are not installing patches from a CD, download them from the web site or obtain them from your Nortel customer support representative.
Page 952 Installing/uninstalling patches Standard 7.02 Symposium Call Center Server...
Page 953: Section A: Installing/Uninstalling Patches On Your Server
July 2007 Installing/uninstalling patches Section A: Installing/uninstalling patches on your server In this section Installing patches on the server Uninstalling patches from the server Installation and Maintenance Guide for Windows 2003...
Page 954: Installing Patches On The Server
Installing patches on the server Introduction This section shows you how to install patches (Service Updates and Service Update Supplements) on your Symposium Call Center Server. Prerequisites Install only when the Service Update is a later release than the one you installed.
Page 955 July 2007 Installing/uninstalling patches Double-click the <SU ID>.msi or <SUS ID> file associated with the patch. Result: The following window appears: Click Next to proceed. Result: The following window appears: Note: If you are installing an SU instead of an SUS, the label name on the window appears as NN_SCCS_5.0_SU_04_S instead of NN_SCCS_5.0_SUS_04_S.
Page 956 SUSs using the PEP Viewer utility. (For more information, refer to “PEP Viewer” on page 1126.) After removing the SUSs, return to step 1 of this procedure to install the new SU. When installation is complete, the following window appears: Symposium Call Center Server...
Page 957 July 2007 Installing/uninstalling patches Click Finish. Result: If the patch requires a server restart, the following or a similar window appears: If this window appears, continue with the following step. If it does not appear, skip to step 10. Click OK. You can use the PEP Viewer utility to confirm that the patch has been installed on the server.
Page 958 Specifically dealing with the StandbySymposium Call Center Server and the Replication Server, you should make sure that the Standby Symposium Call Center Server is started and is up before you start the Replication Server. Install the latest Windows Server 2003 service pack...
Page 959: Uninstalling Patches From The Server
July 2007 Installing/uninstalling patches Uninstalling patches from the server Introduction If you want to remove patches from the server, you can use the PEP Viewer utility to remove them. To remove all the PEPs and SUs installed on a server Make sure all running applications are closed.
Page 960 To remove an SUS installed on the server Make sure all running applications are closed. From the Windows Start menu, choose Programs → Symposium Call Center Server → PEP Viewer Result: The Patch Manager window appears. Symposium Call Center Server...
Page 961 July 2007 Installing/uninstalling patches Select the Service Update Supplement that you want deleted. Click Uninstall Last. Note: If you have more than one SUS installed, you must uninstall the most recent SUS first. When you click Uninstall Last, the system automatically selects the most recent SUS to uninstall.
Page 962 Installing/uninstalling patches Standard 7.02 Symposium Call Center Server...
Page 963: Section B: Installing/Uninstalling Patches On The Client
July 2007 Installing/uninstalling patches Section B: Installing/uninstalling patches on the client In this section Installing patches on the client Uninstalling a patch from the client Installation and Maintenance Guide for Windows 2003...
Page 964: Installing Patches On The Client
Web. Check the readme file in the patch directory for any special instructions or dependencies before installing the patch. Double-click the <SU ID>.msi or <PEP ID> file associated with the patch. Result: The following window appears: Symposium Call Center Server...
Page 965 July 2007 Installing/uninstalling patches Click Next to proceed. Result: The following window appears: Click Install. Note: If you are installing an SU: If obsolete client PEPs are installed on the system, the Obsolete PEPs Found window appears. To uninstall the known PEPs, click Next. (To exit the installation, click Cancel.) If an older version of a client SU is installed on the system, the Older Version of SU Found window appears.
Page 966 Result: The patch is installed on the client PC, you are prompted to view the Readme file, and then the installation completes. If a restart is required, the following or a similar window appears: After the restart or when prompted, click Finish to complete the installation. Symposium Call Center Server...
Page 967: Uninstalling A Patch From The Client
July 2007 Installing/uninstalling patches Uninstalling a patch from the client Introduction This section shows you how to uninstall a patch (Service Update or Service Update Supplement) from the client. To uninstall a patch from the client (SU or PEP) From the Windows Start menu, choose Programs ➝ Symposium Call Center Client ➝...
Page 968 Installing/uninstalling patches Standard 7.02 Click Yes to remove the patch. Note: If you are removing a series of PEPS, repeat these steps for each PEP you want to uninstall. Symposium Call Center Server...
Page 969: Configuring And Uninstalling Pcanywhere
C h a p t e r 1 6 Configuring and uninstalling pcAnywhere In this chapter Overview Establishing a pcAnywhere connection using dial-up Uninstalling pcAnywhere 11.0.1 Installation and Maintenance Guide for Windows 2003...
Page 970: Overview
“Remote access support and coresidency,” on page 37 for other support options. Remote access allows your distributor or Nortel customer support to log on to your server remotely to provide support. To use pcAnywhere for remote access, your server must have a serial port configured as COM1, as well as a modem, or alternatively, a USB port and a USB modem.
Page 971: Establishing A Pcanywhere Connection Using Dial-Up
July 2007 Configuring and uninstalling pcAnywhere Establishing a pcAnywhere connection using dial-up Introduction This section offers an overview of how to configure a connection profile on the client PC that is used to connect with the server. Since client PCs are not limited to running one particular operating system, the steps below include general guidelines for accessing the Windows utilities that are required for configuring the connection.
Page 972 Reconnecting the dial-up immediately, without waiting for 15 minutes, can result in the need to cancel and restart the pcAnywhere Host session on the Symposium Call Center Server. Symposium Call Center Server...
Page 973: Uninstalling Pcanywhere 11.0.1
July 2007 Configuring and uninstalling pcAnywhere Uninstalling pcAnywhere 11.0.1 Introduction Follow this procedure if you experience problems with pcAnywhere that require reinstallation of the software. For more information, see “Troubleshooting installation problems” on page 1164. To uninstall pcAnywhere 11.0.1 Note: Before uninstalling pcAnywhere, ensure there is no pcAnywhere Waiting icon in the taskbar on your desktop.
Page 974 Configuring and uninstalling pcAnywhere Standard 7.02 Symposium Call Center Server...
Page 975: Managing Security
C h a p t e r 1 7 Managing security In this chapter Password guidelines Changing Nortel user account passwords Protecting pcAnywhere settings Checking server events for suspicious activity Installation and Maintenance Guide for Windows 2003...
Page 976: Password Guidelines
Windows if server software is reinstalled (the default accounts and passwords are recreated, so passwords must be changed) Note: If you require support from Nortel or your distributor, you must tell them the new passwords. Symposium Call Center Server...
Page 977: Changing Nortel User Account Passwords
You can change all passwords with the procedures in this section. Nortel recommends that you change all passwords regularly to maintain system security. If server software is reinstalled, the default accounts and passwords are recreated and passwords must be changed.
Page 978 If you have changed the NGenSys password, continue with the following procedure. ATTENTION When you are finished changing passwords, remember to log on as NGenSys. You must be logged on as NGenSys to monitor and manage the server. Symposium Call Center Server...
Page 979 July 2007 Managing security To change the NGenSys password for MAS Backup/Restore service Note: This procedure is required only if you change the Windows user account password for NGenSys. Click Start ➝ Settings ➝ Control Panel ➝ Administrative Tools. Click Services. Result: The Services window appears.
Page 980: Protecting Pcanywhere Settings
Result: pcAnywhere starts. If necessary, select Be a Host PC. Click Network. Note: Do not double-click the icon or you will begin a pcAnywhere session. From the File menu, choose Properties. Result: The pcAnywhere HOST Properties window appears. Symposium Call Center Server...
Page 981 July 2007 Managing security Click the Protect Item tab. Result: The following property page appears: In the Password box, type a password that will protect the pcAnywhere network settings. In the Confirm password box, type the password again. Check the appropriate check boxes for the level of security you desire. Click Apply to save the changes.
Page 982: Checking Server Events For Suspicious Activity
Windows Event Viewer. The severity of the event depends on the severity of the condition that caused the event. If the severity is Information, the event does not appear in the Alarm Monitor. Symposium Call Center Server...
Page 983: Working With Alarms And Events
C h a p t e r 1 8 Working with alarms and events In this chapter Overview of viewing events Changing the Windows EventLog size Using the Windows Event Viewer Configuring SNMP on the server Installation and Maintenance Guide for Windows 2003...
Page 984: Overview Of Viewing Events
(SNMP) on the server. For details about viewing events through the Event Browser on the client, see the Administrator’s Guide. Events Events are log entries that record activities on Symposium Call Center Server, such as sending or receiving messages opening or closing applications...
Page 985: Simple Network Management Protocol
For example, a critical event is generated when the file system crashes. Simple Network Management Protocol Symposium Call Center Server also supports Simple Network Management Protocol (SNMP) traps. You can use SNMP to send events to a Network Management System (NMS) on your network.
Page 986: Changing The Windows Eventlog Size
Introduction The Windows EventLog resides on the server and stores a record of all events that occur on the server. When you install Symposium Call Center Server, the installation program sets certain default sizes for the various Windows log files.
Page 987 Overwrite events as needed. Making changes to the default Application Log size Application events, such as Symposium Call Center Server events, are stored in the Application Log. You can adjust the size of the Application Log to suit the size of your call center. When you change the Application Log size, you also change the number of Symposium Call Center Server events that are stored.
Page 988: Using The Windows Event Viewer
Use the Windows Event Viewer on the server to view information that you cannot view through the Event Browser on the client. For more information on the Event Viewer, refer to the documentation supplied with the Windows operating system. Symposium Call Center Server...
Page 989: Configuring Snmp On The Server
Introduction Windows provides a Simple Network Management Protocol (SNMP) agent, which runs as a service on Symposium Call Center Server. You can use this service to forward events to a Network Management System (NMS) on your network. To do so, you must do the following tasks: Configure the Windows SNMP service on the server (see “To configure the...
Page 990 To add the IP address of the NMS to which the server will send traps, click Add. Result: The SNMP Service Configuration window appears. Type the IP address of the NMS. Click Add. Result: The SNMP Service Configuration window closes. Symposium Call Center Server...
Page 991 From the Windows Start menu, choose Programs ➝ Accessories ➝ Windows Explorer. Browse to the folder D:\Nortel\bin, and double-click SNMPFilterCnfg.exe. Result: The SNMPFilterCnfg window appears. In the Level of Filtering box, select the types of events you want to forward to the NMS.
Page 992: Configuring The Nms
After you configure the server, you must configure the NMS to receive and interpret traps (including identification to the NMS, and the origin and format of the Symposium Call Center Server traps). To do so, you must load or compile the Symposium Call Center Server Management Information Block (MIB) files in the NMS.
Page 993: Backing Up Data
C h a p t e r 1 9 Backing up data In this chapter Overview of backing up data Backup speeds Requirements for backups 1005 Checklist for performing backups 1008 Creating a Platform Recovery Disk 1009 Calculating the capacity requirements for database backups 1012 Section A: Setting up backup options 1015...
Page 994: Overview Of Backing Up Data
When to use a database backup Nortel recommends performing a daily database backup using the Symposium Call Center Server backup utility. A database backup is performed while the server is online. In conjunction with a Platform Recovery Disk (see “Creating a Platform Recovery Disk”...
Page 995 July 2007 Backing up data Note: If your server is equipped with a mirrored Redundant Array of Independent Disks (RAID) system, then recovery from a single drive failure does not require a database backup. However, you should still continue to perform daily backups.
Page 996 A full backup is performed while the server is offline. You should create a full backup after installation and configuration of a new server before and after a major upgrade of the server (for example, from Release 4.2 to Release 5.0) Symposium Call Center Server...
Page 997 Used in conjunction with a database backup, a RAID backup allows you to restore your system to its condition preceding a crash. The Symposium Call Center Server backup utility backs up the server database. You need a database backup to recover from database corruption, or to perform an upgrade or migration on your server.
Page 998 Site Name If you change the site name for Symposium Call Center Server, then you must create a new Platform Recovery Disk. Perform daily database backups. For more information on setting up database backups, see Section A: “Setting up backup options,” on page 1015. Symposium Call Center Server...
Page 999: Backup Speeds
July 2007 Backing up data Backup speeds Introduction The following table provides a summary description of the backup types and speeds: Approximate speed of Backup type Definition Result backup Database backup Backs up all Online operation: See notes below the information stored in Call processing table.
Page 1000 1012. Variables affecting backup and restore speed Since Symposium Call Center Server runs on a Platform Vendor Independence (PVI) platform, the factors that affect backup speeds can vary from server to server. The factors shown in the following table can affect backup and restore speed for both remote directory and tape backups.
Page 1001 July 2007 Backing up data Backup/restore Impact of variable on variable backup/restore Recommendation Symposium Call Center Since database backup/ Backup/restore your Server processing time restore is a low priority database during low background task on the traffic hours, or during server, more call traffic, periods of low server real-time displays, or...

Nortel Call Center Server Installation And Maintenance Manual

Getting Started

Installing Symposium Call Center Server

Installation Overview

Installing the Client Software

Preparing the Server for Your Installation

Section A: Server Guidelines

Section B: Installing the Hardware

Installing the Server Software

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Upgrading Overview

Upgrading from Release 4.0 to 5.0 on the same Server

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Upgrading from Release 4.0 to 5.0 on a New Server

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Upgrading from Release 4.2 to 5.0 on the same Server

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Upgrading from Release 4.2 to 5.0 on a New Server

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Migrating a Release 5.0 Server to a New Platform

Section A: Preinstallation

Section B: Installation

Section C: Post-Installation

Maintaining Symposium Call Center Server Release

Managing the Server

Uninstalling and Reinstalling Server Software

Upgrading, Reinstalling, and Uninstalling the Client Software

Installing/Uninstalling Patches

Section A: Installing/Uninstalling Patches on Your Server

Section B: Installing/Uninstalling Patches on the Client

Configuring and Uninstalling Pcanywhere

Managing Security

Working with Alarms and Events

Backing up Data

Section A: Setting up Backup Options

Section B: Scheduling Backups

Section C: Using a Third-Party Backup Utility to Create Full Backups

Restoring Data

Section A: Recovery Using Platform Recovery Disk and Backup

Section B: Recovery Using a Third-Party Backup

Using Server Utilities

Quick Links

Troubleshooting

Related Manuals for Nortel Call Center Server

Summary of Contents for Nortel Call Center Server