Overview - Nortel CCT User Manual

Setting up remote support with a VPN

Overview

Remote support for Communication Control Toolkit
If you require remote technical support, your distributor or Nortel technical
support staff must be able to connect to your server. The most secure way of
doing this is by means of a Virtual Private Network (VPN). While many VPN
technologies and configurations are available, for the purpose of remote support
of Enterprise voice equipment, Nortel is prepared to support a standard with a
technology based on the Contivity 1100 (as a minimum) in a particular host-to-
gateway configuration.
This chapter provides guidelines for this standardized Remote Support VPN
configuration.
Remote support over a direct-connect modem
If VPN is not available, then it is also possible to provide remote support over a
direct-connect modem (however, many enterprises view this as a security risk).
To facilitate remote support via a direct-connect modem, the following is
required:
a modem connected to each Communication Control Toolkit
Remote Access Services (RAS) configured on each server
Note: Due to the operating system's communication-layer issues, Contact
Center Manager Administration and Communication Control Toolkit cannot be
configured to use RAS (and thereby the direct-connect modem) for remote
support.
Therefore, if VPN access is not available, you can set up direct-connect modem
access via an external RAS device on the data network. Some examples are
a corporate RAS server with a modem to the PSTN and a connection to the
LAN
a desktop PC with a modem connection to the PSTN, RAS-enabled, and a
connection to the LAN
106
Standard 5.01
Communication Control Toolkit