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Nortel LinkPlexer Installation And Configuration Manual

Nortel linkplexer software: user guide
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297-2183-964
Nortel LinkPlexer
Installation and Configuration Guide
Product release 6.0
Standard 3.02
October 2007

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Summary of Contents for Nortel LinkPlexer

  • Page 1 297-2183-964 Nortel LinkPlexer Installation and Configuration Guide Product release 6.0 Standard 3.02 October 2007...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and LinkPlexer is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
  • Page 4 PCANYWHERE is a trademark of Symantec Corporation.

  • Page 5: Table Of Contents

    Using Nortel License Manager ........
  • Page 6 Service Update ..........81 Installing an SU for LinkPlexer 6.0 ....... . 82 Configuring and maintaining LinkPlexer 6.0...
  • Page 7 Configuration file changes ........171 Comparison of LinkPlexer across releases Comparison matrix .
  • Page 8 Contents Standard 3.02 viii LinkPlexer...

  • Page 9: Getting Started

    C h a p t e r 1 Getting started In this chapter New in this release Overview About LinkPlexer 6.0 How to use this guide Skills you need Related documents How to get help Installation and Configuration Guide...

  • Page 10: New In This Release

    Getting started New in this release The following sections detail what is new in the Nortel LinkPlexer Installation and Configuration Guide (297-2183-964) for release 3.02. “Features” on page 10 “Other changes” on page 11 Features See the following sections for information about feature changes: “Installation updates”...

  • Page 11: Other Changes

    “Modem information updated” on page 11 “X.25 requirements” on page 11 Co-residency LinkPlexer can be installed on its own server or co-resident with other Contact Center applications. For more information, see “Co-residency” on page 19 Eicon configuration updates Updated information for configuring the Eicon card was added. Eicon configuration updates affect the following section: “Configuring the Eicon X.25 card”...

  • Page 12: Overview

    Getting started Overview Introduction This document describes how to install and configure the Nortel LinkPlexer 6.0 application. Throughout this guide, the term CS 2x00/DMS switch applies to the following switch types: Digital Multiplex Switch (DMS) Communication Server 2000 Communication Server 2100...

  • Page 13: About Linkplexer 6.0

    CS 2x00/ DMS resources. Each application operates as if it were directly connected to the CS 2x00/DMS. LinkPlexer 6.0 can connect to the CS 2x00/DMS using the ICM protocol (IP) or CompuCALL (X.25); however, applications connect to LinkPlexer 6.0 using Intelligent Call Management (ICM).
  • Page 14 Getting started Standard 3.02 Network architecture The following diagram shows the general architecture of LinkPlexer 6.0. LinkPlexer...
  • Page 15 CompuCALL/ICM application sessions established with a given switch cannot have the same resource associated with the two sessions at the same time. LinkPlexer 6.0 overcomes this limitation by propagating all resource messages from the CS 2x00/DMS to all clients. For example, a dv-call-offered message from the CS 2x00/DMS is propagated to all applications and not just the client that originally issued the dv-dn- association request.
  • Page 16 CS 2x00/DMS. DN association management LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated with each application (such as Contact Center Manager Server or Communication Control Toolkit). This ensures that DNs and agent position IDs associated with a particular agent/client connection are not disassociated by a dv-Dn-Associate (delete) message being received from another application.
  • Page 17 In the case of Contact Center Manager Server to the CS 2x00/ DMS, the continuity test interval is 60 seconds. In the case of LinkPlexer to the switch, you can configure the interval (default is 600 seconds). It is not mandatory to have both a switch continuity test and an application continuity test running.
  • Page 18 Manager technology in Contact Center Manager. With SU01, LinkPlexer expects to obtains licenses from Nortel License Manager for applications to connect to LinkPlexer. The License Manager can be local to or remote from the LinkPlexer server. LinkPlexer supports both Nodal and Corporate licensing.
  • Page 19 October 2007 LinkPlexer 6.0 does not require a Windows 2003 service pack. However, Nortel recommends that you install Service Pack 1 and all hot fixes to ensure full security of the server. Compatibility The following table shows compatibility for LinkPlexer 6.0 and other Nortel applications.
  • Page 20 CCT 6.0 PERI ICM 2.04 Symposium Agent 2.3 There are no special requirements or dependencies for LinkPlexer 6.0 when it is installed co-resident with another application. However, limitations associated with all applications must be respected. For a co-resident system, Nortel recommends installing the most complex system first.
  • Page 21 This lets contact center activity continue for other applications in the solution. Troubleshooting—Diagnosis of issues is limited to LinkPlexer. Other applications conflicting with the operation of LinkPlexer do not need to be eliminated. Application considerations Applications connected to LinkPlexer 6.0 must cooperate in controlling...

  • Page 22: Engineering Guidelines

    Getting started Note: This is actually a CS 2x00/DMS limitation, rather that a LinkPlexer limitation. This switch limitation is removed in SE/SN09 and is made available in SCAI 19. Remote Alarm Monitoring is not supported Engineering guidelines Nortel does not recommend connecting more than 10 applications to LinkPlexer 6.0.

  • Page 23: How To Use This Guide

    October 2007 How to use this guide This guide provides information about installing and configuring LinkPlexer 6.0 for the Contact Center suite. The guide includes details about: installing LinkPlexer 6.0 configuring LinkPlexer 6.0 configuring Contact Center Manager Server to use LinkPlexer 6.0 LinkPlexer 6.0 procedures...

  • Page 24: Skills You Need

    Getting started Skills you need This guide assumes familiarity with the following: Microsoft Windows 2003 TCP/IP networking concepts such as IP address, subnet mask, and port CompuCALL or ICM on CS 2x00/DMS switches Contact Center 6.0 suite Standard 3.02 LinkPlexer...

  • Page 25: Related Documents

    October 2007 Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to Planning and engineering guidelines, and server requirements Server requirements The Contact Center portfolio...
  • Page 26 Administration Installation and Maintenance Guide Communication Control Toolkit Installation and Maintenance Guide MPS and VPS/is interface to M1/ DMS100 (Peri-IPML v2.0, Peri-ICM v2.0) ICM TAPI Network Manager’s Guide PO881940 Standard 3.02 NTP number 297-2183-215 297-2183-925 297-2183-218 297-2183-919 297-2183-926 297-2183-946 PO988599 LinkPlexer...

  • Page 27: How To Get Help

    Latest software Latest documentation Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
  • Page 28 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

  • Page 29: Installation Overview

    C h a p t e r 2 Installation overview In this chapter System requirements Preinstallation procedures Installation and Configuration Guide...

  • Page 30: System Requirements

    Installation overview System requirements Introduction A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a CS 2x00/DMS switch. See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest hardware and software designed especially for the Windows Server 2003 family.
  • Page 31 Eicon C91 V2 (or compatible) card on the LinkPlexer 6.0 server a pair of stand-alone modems (see “X.25 modem support” on page 31) If you use X.25 to connect to the CS 2x00/DMS, you must install LinkPlexer on its own server.

  • Page 32: Other Considerations

    Nortel can advise you on reverting to one of the recommended modems. Other considerations To install LinkPlexer 6.0, you must have administrator rights on the local server. The minimum switch requirements are: MSL-100: MSL-09 or later...

  • Page 33: Preinstallation Procedures

    October 2007 Preinstallation procedures LinkPlexer 6.0 requires the following preinstallation procedures: TCP/IP must be configured and working prior to beginning the LinkPlexer installation. For information, see the system administrator's manual for Microsoft Windows 2003. Microsoft Windows Server 2003 must be installed on the PC.
  • Page 34 Installation overview Standard 3.02 LinkPlexer...

  • Page 35: Installing And Configuring Pcanywhere

    C h a p t e r 3 Installing and configuring pcAnywhere In this chapter Overview Installing pcAnywhere version 11.5 Configuring pcAnywhere 11.5 or later Uninstalling pcAnywhere 11.5 Installation and Configuration Guide...

  • Page 36: Overview

    One copy of pcAnywhere 11.5 is included on the Nortel Contact Center 6.0 DVD. If your server is a stand-alone server, with only LinkPlexer 6.0 installed, follow the procedures in this section to install and configure pcAnywhere. However, if you are installing LinkPlexer 6.0 on a co-resident server with Contact Center...

  • Page 37: Installing Pcanywhere Version 11.5

    Risk of system failure Before you install pcAnywhere version 11.5, ensure that the video drivers on the LinkPlexer server are current by consulting the driver manufacturers’ Web sites for available updates. Failure to check the video drivers can result in a blue screen after you install pcAnywhere or after you perform an operation such as a file transfer.
  • Page 38 Result: The Customer Information window appears. Enter your user name and company details, and then click Next. Result: The Destination Folder window appears. Accept the default location for installing the software, or click Change to choose a custom location. Click Next.
  • Page 39 October 2007 When the installation is complete, click Finish. Starting pcAnywhere 11.5 or later for the first time Log on to Windows as the local administrator. Click Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and click Yes to confirm.

  • Page 40: Configuring Pcanywhere 11.5 Or Later

    Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).
  • Page 41 October 2007 To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure the Allow check box is selected beside Full Control. Click OK to save your changes and close the Properties window. Configuring an account in pcAnywhere 11.5 or later Note: If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure.
  • Page 42 Result: The Connection Wizard - Authentication Type window appears. Select I want to set up a user name and password to create a new type of authentication. Click Next. Result: The Connection Wizard - Name and Password window appears. Standard 3.02 LinkPlexer...
  • Page 43 October 2007 In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist. In the Password box, type the password for the caller account. In the Enter the password again box, type the same password again.
  • Page 44 Installing and configuring pcAnywhere Right-click the account name, and click Properties. Result: The Host Properties: <account name> window appears. Standard 3.02 LinkPlexer...
  • Page 45 October 2007 Click the Settings tab. Select Launch with Windows and Run minimized. Click the Callers tab. Installation and Configuration Guide Installing and configuring pcAnywhere...
  • Page 46 Result: The Caller Properties window appears. Click the Privileges tab. Click Superuser. Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Login ID. Standard 3.02 LinkPlexer...
  • Page 47 October 2007 Click the Security Options tab. Under Session options, ensure the session options are set to Host and Remote. Under Login options, ensure Limit login attempts per call and Limit Time to complete login are selected and set to 3. Installation and Configuration Guide Installing and configuring pcAnywhere...
  • Page 48 If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. Record the password and keep it in a safe place. If you forget the password, you cannot change any settings. Standard 3.02 LinkPlexer...

  • Page 49: Uninstalling Pcanywhere 11.5

    October 2007 Uninstalling pcAnywhere 11.5 Before you uninstall pcAnywhere, ensure no pcAnywhere icon is in the taskbar on your desktop. If the icon is in the taskbar, right-click it and select Cancel Host. To uninstall pcAnywhere From the Windows Start menu, choose Settings > Control Panel. Double-click Add/Remove Programs.
  • Page 50 Installing and configuring pcAnywhere Standard 3.02 LinkPlexer...

  • Page 51: Installing And Configuring The Eicon X.25 Card

    C h a p t e r 4 Installing and configuring the Eicon X.25 card In this chapter Supported configurations for X.25 Installing the Eicon X.25 card Installation and Configuration Guide...

  • Page 52: Supported Configurations For X.25

    A direct connection using a modem eliminator (or null modem) for distances of 50 feet or less. A normal modem connection for distances greater than 50 feet. The following figure shows the X.25 connection configuration to LinkPlexer 6.0. Note: The supported modem is the Motorola V.3600 modem. For further information about specifications and configuration, see the V.3600 modem user...

  • Page 53: Installing The Eicon X.25 Card

    October 2007 Installing the Eicon X.25 card If you are using an X.25 connection, you must install the Eicon X.25 card prior to installing LinkPlexer. For detailed installation instructions, see the following Web site: http://www.eicon.com To install the Eicon X.25 card Insert the Eicon C91 V2 (or compatible) Card into the slot in the computer.
  • Page 54 Installing and configuring the Eicon X.25 card Standard 3.02 LinkPlexer...

  • Page 55: Installing Linkplexer 6.0

    C h a p t e r 5 Installing LinkPlexer 6.0 In this chapter LinkPlexer 6.0 checklist Installing the iButton software and hardware Installing LinkPlexer 6.0 Using Nortel License Manager Using Tracker Installation and Configuration Guide...

  • Page 56: Linkplexer 6.0 Checklist

    Installing LinkPlexer 6.0 LinkPlexer 6.0 checklist The following items are supplied with LinkPlexer 6.0: Contact Center 6.0 DVD containing: LinkPlexer 6.0 installation software consisting of a setup.exe file and a ReadMeFile.txt file Dallas Semiconductor 1-Wire Driver V4.00 pcAnywhere 11.5 iTMEX RTE iButton (with USB port adapter) and associated keycode Note: If using Nortel License Manager for licensing, the 1-Wire drivers and TMEX RTE software are not required.

  • Page 57: Installing The Ibutton Software And Hardware

    Installing the iButton software and hardware Introduction In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a USB adapter for mounting the iButton on the server, a keycode specific to the iButton, and Dallas Semiconductor 1-Wire drivers.
  • Page 58 Installing LinkPlexer 6.0 http://www.maxim-ic.com Result: The1-Wire-Drivers Welcome window appears. Click Next. Result: The License Agreement window appears. Standard 3.02 LinkPlexer...
  • Page 59 Ensure that all check boxes are cleared, and then click Next. Result: The 1-Wire Drivers USB Warning window appears. If a 1-Wire USB device is attached to the LinkPlexer 6.0 server, unplug it. Installation and Configuration Guide Installing LinkPlexer 6.0...
  • Page 60 Installing LinkPlexer 6.0 Click Next. Result: The Select Installation Folder window appears. Note: The default folder for installation appears. If you want to select an alternative location, click Browse or type the path in the Folder box. Click Disk Cost to ensure that there is sufficient free space on the selected disk for the installation.
  • Page 61 Click Next. Result: The Confirm Installation window appears. Click Next to begin the installation. Result: The Installing 1-Wire Drivers window appears. The installation proceeds. The Back and Next buttons are unavailable during the installation. Installation and Configuration Guide Installing LinkPlexer 6.0...
  • Page 62 Insert the USB adapter and click OK. Wait for Windows to detect the new hardware. If Windows cannot detect the driver, select it manually by browsing to the location where the 1-Wire software is installed. Result: The Welcome to the Found New Hardware Wizard window appears.
  • Page 63 Under Can Windows connect to Windows Update to search for new software?, select No, not this time, and then click Next. Result: The Found New Hardware - This Wizard helps you install software for USB Host Adapter for 1-Wire Network window appears.
  • Page 64 Installing LinkPlexer 6.0 Select Search for the best driver in these locations. Clear the check box for Search removable media (floppy, CD ROM). Select Include this location in the search. Click Browse and navigate to the location where you installed the driver in Step 8 (by default, C:\Program Files\Dallas Semiconductor\1-Wire Drivers Version 4.00)
  • Page 65 The 1-Wire Net Port Selection window appears. The application detects the iButton adapter that is installed and sets up the 1-Wire driver to access this device. Click Next. Result: The 1-Wire Net Port Selection window appears. Installation and Configuration Guide Installing LinkPlexer 6.0...
  • Page 66 Installing LinkPlexer 6.0 Click Auto-Detect. The application searches all ports for the connected device. Result: A Warning dialog box appears, indicating that the application communicates with all available ports until it finds an iButton device. Click OK. Result: The Auto-Detect In Progress dialog box appears.
  • Page 67 Tip: If the Auto-Detect process fails to locate a device, refer to the Troubleshooting section. Click Close. Restart the LinkPlexer 6.0 server. Tip: The 1-Wire installation process creates a Start menu folder called 1- Wire Driver. This folder contains the default 1-Wire Net application for detecting and setting the port and device, and a Java-based OneWireViewer for viewing the attached device.

  • Page 68: Installing Linkplexer 6.0

    Installing LinkPlexer 6.0 Installing LinkPlexer 6.0 This section describes how to install the LinkPlexer 6.0 application from the DVD. You need the supplied keycode to complete the installation. To install LinkPlexer 6.0 Insert the DVD containing LinkPlexer 6.0 into the DVD drive. In Windows Explorer, browse to <DVD DRIVE>:\LinkPlexer\Setup.exe.
  • Page 69 October 2007 Click Next. Result: The Destination Folder window appears. Tip: The default folder for installation appears. Nortel recommends that you use the default location.You can change the folder for installation by clicking the Change button. Click Next. Result: The Ready to Install window appears.
  • Page 70 Installing LinkPlexer 6.0 Click Next. Result: The Installing Nortel LinkPlexer 6 window appears. When the installation is complete, the InstallShield Wizard Completed window appears. Click Finish. The LinkPlexer 6.0 installation is now complete. Standard 3.02 LinkPlexer...
  • Page 71 October 2007 LinkPlexer Keycode Tracker ATTENTION Use the LinkPlexer Keycode Tracker to enter the dongle keycodes. The Keycode Tracker displays the number of applications that can connect to the LinkPlexer 6.0 server. You can also use the Keycode tracker to confirm dongle detection. Click the Check Dongle button and wait approximately 10 seconds.
  • Page 72 Installing LinkPlexer 6.0 To enter the keycode ATTENTION Click Start > Programs > Nortel Contact Center > LinkPlexer > KeycodeTracker. Result: The LinkPlexer KeycodeTracker window appears. In the Keycode box, type the supplied keycode. Click Apply. Result: The LinkPlexer 6.0 KeycodeTracker window closes. The KeycodeTracker application closes.

  • Page 73: Using Nortel License Manager

    LinkPlexer must support the new license features introduced to support LinkPlexer. The LinkPlexer configuration file must be modified to configure LinkPlexer to connect to the License Manager. Deployment Procedure Update the license file on the target License Manager to support the new LinkPlexer license features.
  • Page 74 To revert back to iButton/Keycode set UseLicenseManager=OFF and restart the LinkPlexer service. If LinkPlexer fails to start, use the License Manager tool LMConfig.exe at the target License Manager to view the licenses available from the License Manager. There must be LM_LP and LM_LP_CNTN features and licenses available.

  • Page 75: Using Tracker

    Microsoft Windows operating version, the build number and date of the installation, and the version number and date of any PEP installation. To launch the Tracker application Click Start > Programs > Nortel Contact Center > LinkPlexer > Tracker. Result: The Tracker window appears. Installation and Configuration Guide...
  • Page 76 Installing LinkPlexer 6.0 The LinkPlexer Tracker application window displays the following components and information: Windows—refers to the operating system and service pack versions Tracker—indicates the current version of the LinkPlexer Tracker application DMS Server File Stamp—refers to the version of the file stamp Build Info—indicates the LinkPlexer 6.0 build.

  • Page 77: Linkplexer 6.0 Procedures

    Upgrading from LinkPlexer 1.1 to 6.0 Upgrading from LinkPlexer 1.2 to 6.0 Backing up LinkPlexer and restoring to a new server Backing up LinkPlexer to enable restoration in the event of a faulty PEP or Service Update Installing an SU for LinkPlexer 6.0...

  • Page 78: Upgrading From Linkplexer 1.1 To 6.0

    LinkPlexer 1.1 are backed up and available for reference during the configuration of LinkPlexer 6.0. In case of absolute failure of LinkPlexer 6.0, these files can be used if you reinstall LinkPlexer 1.1. To upgrade from LinkPlexer 1.1 to 6.0 Locate the LinkPlexer 1.1 folder.

  • Page 79: Upgrading From Linkplexer 1.2 To 6.0

    C:\Program Files\Nortel\LinkPlexer 1.2. Copy this folder (and consequently, all the files) to another location. This step ensures that there are backup copies of all the LinkPlexer 1.2 files, in case of a fault during LinkPlexer 6.0 installation and configuration. Make a separate copy of the LPConfig.ini configuration file, which has been adapted locally for LinkPlexer 1.2 configuration.

  • Page 80: Backing Up Linkplexer And Restoring To A New Server

    This section documents the steps to ensure the current configuration of LinkPlexer 6.0 (and the LinkPlexer files) is backed up. It also outlines the steps to restore LinkPlexer to a new server in the case of a fault or damage to the original server.

  • Page 81: Backing Up Linkplexer To Enable Restoration In The Event Of A Faulty Pep Or Service Update

    Introduction The LinkPlexer 6.0 Program Enhancement Package (PEP) or Service Update (SU) installers can be used to update the LinkPlexer 6.0 file content. The PEP/ SU installer reads the LinkPlexer 6.0 path from the registry keys and installs the modifications in the Nortel LinkPlexer 6.0 folder.

  • Page 82: Installing An Su For Linkplexer 6.0

    Nortel recommends that you follow the procedure “Backing up LinkPlexer to enable restoration in the event of a faulty PEP or Service Update” on page 81 prior to beginning this procedure. Note: LinkPlexer 6.0 must be installed and all unassociated applications must be closed. To install LP_6.0_SU01 Locate and download LP_6.0_SU_01 from the Nortel Meridian PEP Library...
  • Page 83 October 2007 Click Yes. Result: The Setup Initialization window appears. When the initialization is complete, a Readme file for SU01 appears. Read and close the Readme file. Result: The SU01 Welcome window appears. Installation and Configuration Guide LinkPlexer 6.0 procedures...
  • Page 84 LinkPlexer 6.0 procedures Click Next. Result: The Resume Installation window appears. Click Next to proceed with the installation. Result: The Installation Progress window appears. Standard 3.02 LinkPlexer...
  • Page 85 October 2007 When the installation is complete, the following window appears. Click Finish. Click Start > All Programs > Nortel Contact Center > LinkPlexer > Tracker. Result: The Tracker application launches. The PEP level now indicates that LP_6.0_SU_01 is installed.
  • Page 86 LinkPlexer 6.0 procedures Standard 3.02 LinkPlexer...

  • Page 87: Configuring And Maintaining Linkplexer

    Configuring LinkPlexer to use an X.25 connection Configuring LinkPlexer to use a TCP/IP connection Configuring the CS 2x00/DMS switch Configuring Contact Center Manager Server to use LinkPlexer 6.0 Configuring the ICM TAPI driver to use LinkPlexer 6.0 Configuring Periphonics VPS/is (Peri-ICM) to use LinkPlexer...

  • Page 88: Linkplexer 6.0 Configuration

    DMSGlobal.ini and DMSLocal.ini. LinkPlexer 1.2 and LinkPlexer 6.0 are configured using the single configuration file LPConfig.ini. The configuration file is read when LinkPlexer 6.0 is started. All entries are read at startup; however, LinkPlexer 6.0 checks for updates to certain fields in the configuration file every 10 seconds.
  • Page 89 Dynamic] (see “Log files,” on page 126). The section [Agent] contains information about the agent and the section [Agent-Dynamic] contains the dynamic entries pertaining to client connection management. LinkPlexer 6.0 sends the dv-Appl-Logon message to the switch on service startup. The dv-Appl Logon message includes the parameters in the section [Switch-Logon] that must be configured on LinkPlexer 6.0.
  • Page 90 Configuring and maintaining LinkPlexer 6.0 LPConfig.ini section and parameter descriptions Configuration Item Description [Logging- Dynamic] MaxLogFileSize- Specifies the Megs maximum size in megabytes that the current log file LP_Curr.log reaches before it is moved to LP_Prev.log. After it is moved, an empty LP_Curr.log file is...
  • Page 91 (see “Client connection management,” on page 17 for more information) Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 Rate/ Settings Default Mandatory 1–65535 ON or OFF Type Static Dynamic...
  • Page 92 Configuring and maintaining LinkPlexer 6.0 Configuration Item Description AgentPingTest If agent pinging is enabled, all servers/ PCs on which active LinkPlexer 6.0 clients (Contact Center Manager Server, TAPI) reside are pinged at the configured time interval. Any agent PCs that do not...
  • Page 93 License Manager. Address The address of the License Manager. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 Rate/ Settings Default Mandatory OFF or ON 1-50 NODAL or NODAL No COPORATE...
  • Page 94 Configuring and maintaining LinkPlexer 6.0 Configuration Item Description Port The port that the License Manager expects applications to connect at to request licenses. [Switch] SwitchLinkType Specifies the type of link that LinkPlexer uses when communicating with the switch. SwitchAddress Specifies the address...
  • Page 95 Test is enabled (ON). It specifies the interval in seconds at which dv-Appl- Continuity-Test messages are sent to the switch. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 Rate/ Settings Default Mandatory ON or OFF 60–86400 (1 600 (10 min to 1...
  • Page 96 Configuring and maintaining LinkPlexer 6.0 Configuration Item Description [Switch-Login] NetworkNodeID Specifies the switch with which LinkPlexer communicates. This is the switch that LinkPlexer connects to through the ICM/ CompuCALL link and is defined by the operating company. (Switch: Defined in...
  • Page 97 IDs. (Switch: Defined in PASSWORD in table SCAIGRP) Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 Rate/ Settings Default Mandatory 1–4194304 1–32767 variable length IA5- string (1 to 8...
  • Page 98 Configuring and maintaining LinkPlexer 6.0 Configuration Item Description TcpLinkSetName TCP connections between LinkPlexer and the switch use TcpLinksetName to identify which linkset is sent to dv-Appl- Logon. For X.25 connections, TcpLinkSetName is not applicable and is not checked by the switch.
  • Page 99 The switch sends a RETURN-RESULT in response to the second dv-Appl- Logon message. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 Rate/ Settings Default Mandatory ON or OFF Note: The HardReset parameter is...
  • Page 100 Configuring and maintaining LinkPlexer 6.0 Configuration Item Description [Feature] DVSetOffHookGe If DVSetOffHookGen nerate erate is enabled (ON), LinkPlexer generates a dv-Set- OffHook message (unsolicited event) and sends it to all connected agents/ clients on receipt of a dv-Make-Call RETURN-RESULT message from the switch.
  • Page 101 [Feature] DvSetOffHookGenerate=OFF Note: Changes were made to the configuration files and parameters between the LinkPlexer 1.1 release and LinkPlexer 1.2 and 6.0 releases. For a list of the changes, see Appendix E, “LinkPlexer configuration changes.” Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0...

  • Page 102: Starting The Linkplexer 6.0 Service

    You must configure LinkPlexer 6.0 before starting the service (see “LinkPlexer 6.0 configuration” on page 88 for details). Note: If LinkPlexer 1.1 is co-resident with LinkPlexer 6.0, then the LinkPlexer 1.1 service must be specified as manual. To start LinkPlexer 6.0 Click Start >...

  • Page 103: Uninstalling Linkplexer 6.0

    October 2007 Uninstalling LinkPlexer 6.0 Use the following procedure to uninstall the LinkPlexer 6.0 software. Before you begin the uninstallation procedure, close all running applications and open windows on the desktop, including Windows Explorer. The uninstall process automatically removes the effects of any PEP/SUs that were applied.
  • Page 104 Configuring and maintaining LinkPlexer 6.0 Click Next. Result: The Program Maintenance window appears. Select Remove, and then click Next. Result: The Remove the Program window appears. Click Remove. Result: The Confirm File Deletion dialog box appears. Standard 3.02 LinkPlexer...
  • Page 105 October 2007 Click OK to confirm. Result: The Uninstalling Nortel LinkPlexer 6 window appears. When the uninstallation is complete, the Installshield Wizard Completed window appears. Click Finish. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0...

  • Page 106: Configuring Linkplexer To Use An X.25 Connection

    Chapter 4, “Installing and configuring the Eicon X.25 card,” describes how to install and configure the Eicon X.25 card. To specify X.25 as the protocol that LinkPlexer 6.0 uses to communicate with the CS 2x00/DMS switch, use the following procedure.

  • Page 107: Configuring Linkplexer To Use A Tcp/Ip Connection

    For example: SwitchAddress=123.4.5.6 SwitchPort=2500 Use the error log files to verify that the TCP/IP connection is established correctly when LinkPlexer 6.0 is started. For more information, see “Log files” on page 126. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0...

  • Page 108: Configuring The Cs 2X00/Dms Switch

    Configuring and maintaining LinkPlexer 6.0 Configuring the CS 2x00/DMS switch To configure the CS 2x00/DMS switch, the ACD groups information must be specified. The required information is specified in the CS 2x00/DMS switch tables by the administrator of the CS 2x00/DMS switch. For definitions and examples, see Appendix C, “CS 2x00/DMS table definitions and examples.”...

  • Page 109: Configuring Contact Center Manager Server To Use Linkplexer 6.0

    Select the Switch Information tab. In the Switch Name box, type a name for the switch. In the Switch IP Address box, type the IP address of the LinkPlexer 6.0 server. Note: Contact Center Manager Server assumes the port number is 2500.
  • Page 110 Configuring and maintaining LinkPlexer 6.0 Click Edit DMS/MSL Switch Parameters. Result: The DMS/MSL Parameters dialog box appears. Set the parameters in the DMS/MSL Parameters dialog box to match the settings in the LPConfig.ini file and the CS 2x00/DMS switch tables, as shown the following table.
  • Page 111 (parameters and values) in the CS 2x00/DMS switch tables, see the Contact Center Manager Switch Guide for Communication Server 2x00/ DMS. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 LPConfig.ini file parameter Password CS 2x00/DMS switch...

  • Page 112: Configuring The Icm Tapi Driver To Use Linkplexer 6.0

    That is, ensure that TAPI does not share the same CDN as Contact Center Manager Server. On the Windows Start menu, click All Programs > Nortel > Symposium TAPI Service Provider> Database Configuration. Result: The Symposium ICM TAPI Driver for ICM window appears.
  • Page 113 October 2007 Click the Switch Configuration tab. Result: The Switch Configuration page appears. Under Available switches, select the switch to which you want to add a customer. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0...
  • Page 114 Configuring and maintaining LinkPlexer 6.0 Under Customers assigned to selected switch, click Add. Result: The Add ICM customer to switch dialog box appears. Set the parameters in the Add ICM customer to switch dialog box to match the settings in the LPConfig.ini file and the CS 2x00/DMS switch tables.
  • Page 115 Click OK to return to the Add ICM customer to switch dialog box. In the Links section, click Add. Result: The Link dialog box appears. In the Name box, type the name of this link. Installation and Configuration Guide Configuring and maintaining LinkPlexer 6.0 LPConfig.ini file parameter Password TcpLinkSetName...
  • Page 116 Tip: Select TCP/IP, even if LinkPlexer 6.0 uses an X.25 connection to the switch. In the IP Address box, type the IP address of the LinkPlexer 6.0 server. In the Port box, type the port number 2500. Click OK to return to the Add ICM customers to the switch dialog box.

  • Page 117: Configuring Periphonics Vps/Is (Peri-Icm) To Use Linkplexer

    October 2007 Configuring Periphonics VPS/is (Peri-ICM) to use LinkPlexer To configure a Peri-ICM package on a Link Server for use with LinkPlexer 6.0, you must configure the PBX Link connection. To configure the PBX Link connection Locate the hosts file in C:\WINNT\system32\drivers\etc\hosts on the Peri- ICM server.
  • Page 118 Configuring and maintaining LinkPlexer 6.0 Standard 3.02 LinkPlexer...

  • Page 119: Troubleshooting

    A p p e n d i x A Troubleshooting In this appendix Common problems Frequently asked questions Log files Startup procedures for a Nortel Contact Center solution Installation and Configuration Guide...

  • Page 120: Common Problems

    LinkPlexer cannot install because a previous installation has been detected. LinkPlexer not running Solution If the installation of LinkPlexer detects that a previous installation exists, even though no uninstaller exists for the previous installation, use Regedit to remove the LinkPlexer key from HKLM\SOFTWARE\Nortel\ LinkPlexer.
  • Page 121 Ensure that the iButton is inserted correctly into the adapter. Ensure that the adapter is inserted correctly into the port on the LinkPlexer server. Launch Default 1-Wire Net by clicking Start > All Programs > 1- Wire Drivers. Click Auto-Detect.
  • Page 122 Any agent that does not respond to the message in a timely fashion (5 seconds) is disconnected, and that agent license becomes available, but the Session Manager connection, the CS 2x00/ DMS connection, and all the other agents remain connected. Standard 3.02 LinkPlexer...

  • Page 123: Frequently Asked Questions

    LinkPlexer cannot migrate from one server to another. However, if the LPConfig.ini file is backed up, in the C:\Program Files\Nortel\LinkPlexer folder, then you can install LinkPlexer on a new server. Replace the LPConfig.ini file with the old one without reconfiguration.
  • Page 124 Manager Server and TAPI then reassociate (reacquire) the lines and continue normally. If the connection between the switch and LinkPlexer is lost and LinkPlexer continues to run, it drops the connection to Contact Center Manager Server and TAPI, forcing them into the link restart phase.
  • Page 125 October 2007 Question Can Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0 use LinkPlexer concurrently? Installation and Configuration Guide Answer Yes, both Symposium Call Center Server 5.0 and Contact Center Manager Server 6.0 can act as concurrent clients to LinkPlexer 6.0 but they must both use the same log on parameters to the CS 2x00/DMS.

  • Page 126: Log Files

    OldLogs, within the Log folder. The current log file is reinitialised and logging to this file continues. The raw ICM messages sent and received by LinkPlexer 6.0 are written to a single file (called LP_SndRecvCurr.log) stored in the Log folder. When the log file reaches the dynamic limit defined in the configuration file, a backup copy of the log file (called LP_SndRecvPrev.log) is created and the current log file is...
  • Page 127 October 2007 The following figure is an example of LP_SndRcvCurr.log. In this file, hex dumps of the ICM messages to and from the switch are logged to the file. Installation and Configuration Guide Troubleshooting...
  • Page 128 Log entries are tagged by IP address and port where appropriate to facilitate tracking of message origin. All logging files are to millisecond resolution. The log file captures are examples only. Content may differ in individual LinkPlexer 6.0 operations. Standard 3.02 LinkPlexer...

  • Page 129: Startup Procedures For A Nortel Contact Center Solution

    Start the TAPI server and ensure that the ACD proxy service is running. ACD proxy starts the Telephony service. Ensure Call Monitor is running. Start the Nortel Startup services on the Peri Link server (this establishes the socket connection to the TAPI server).
  • Page 130 Guidelines for the use of antivirus software on LinkPlexer 6.0 The risk of virus infection on the LinkPlexer 6.0 server is minimal due to the limited access required for support of the server. LinkPlexer 6.0 is compatible with and supports antivirus software with known and documented guidelines.
  • Page 131 Instead, download virus definitions and update files to another location on the customer network and manually load them to the LinkPlexer 6.0 server. This is the same recommended procedure for downloading Contact Center PEPs. This limits access to the Internet, and thus reduces the risk of downloading infected files.
  • Page 132 Troubleshooting Standard 3.02 LinkPlexer...

  • Page 133: Configuring Linkplexer For X.25/Compucall

    A p p e n d i x B Configuring LinkPlexer for X.25/ CompuCALL In this appendix Overview Configuring the Eicon X.25 card Configuring the X.25 modems CS 2x00 table definitions for configuring X.25/CompuCALL Installation and Configuration Guide...

  • Page 134: Overview

    CS 2x00/DMS must be configured to enable this communication. An Eicon C91 V2 (or compatible) X.25 card must be installed and configured for LinkPlexer 6.0 to support CompuCALL. Where the LinkPlexer is remote from the CS 2x00/ DMS, a pair of Motorola V.3600 modems are used to extend the supported distance.

  • Page 135: Configuring The Eicon X.25 Card

    Set the X.25 Version field to either 1980 or 1984, depending on the configuration of the MPCLINK table (1980 corresponds to X2580 and 1984 corresponds to X2584). Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL X.25 configuration on the Eicon card must match the X.25 configuration on the CS 2x00/DMS.
  • Page 136 Configuring LinkPlexer for X.25/CompuCALL Under Window Size, set the Maximum field to match the L2WINDOW parameter on the MPCLINK table. Set the Default field to match the L3WINDOW parameter on the MPCLINK table. Click the VC tab. Result: The X.25 VC configuration items appear in the right pane.
  • Page 137 October 2007 Click the Timers tab. Result: The X.25 Timers configuration items appear in the right pane. You can use the default values for this window. Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL...
  • Page 138 Configuring LinkPlexer for X.25/CompuCALL Click the Advanced tab. Result: The X.25 Advanced configuration items appear in the right pane. You can use the default values for this window. Standard 3.02 LinkPlexer...
  • Page 139 October 2007 On the left pane, under X25, click HDLC. Result: The HDLC General configuration items appear in the right pane. You can use the default values for this window. Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL...
  • Page 140 Configuring LinkPlexer for X.25/CompuCALL Click the Advanced tab. Result: The HDLC Advanced configuration items appear in the right pane. Under Timers, in the Check Point T1 box, enter 5000. Note: The default timer in the CS 2x00/DMS is 5000 milliseconds (ms) and the Eicon default is 2900 ms.
  • Page 141 October 2007 On the left pane, click Direct. Result: The Direct configuration items appear in the right pane. You can use the default values for this window. Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL...
  • Page 142 Configuring LinkPlexer for X.25/CompuCALL On the left pane, under Direct, click Sync. Result: The Sync General configuration items appear in the right pane. You can use the default values for this window. Standard 3.02 LinkPlexer...
  • Page 143 On the File menu, click Save to save any changes. Result: The Apply New Configuration dialog box appears. Click Yes to restart the Eicon card. Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL...

  • Page 144: Configuring The X.25 Modems

    Configuring LinkPlexer for X.25/CompuCALL Configuring the X.25 modems ATTENTION Use the following table to configure the options for the Motorola V.3600 modems. Subgroup Modem options Throughput configuration on the modem must match the configuration on the CS 2x00/DMS. PC modem...
  • Page 145 October 2007 Subgroup Protocol options Speaker options Test options Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL PC modem Option choice Lookback Timer 15 min Jack Type RJ11 Line Current Long Disconnect Long Space Disabled Disconnect V.22 Guard Tone Disabled...
  • Page 146 Configuring LinkPlexer for X.25/CompuCALL Subgroup Dial Line options Dial Type DTE options PC modem Option choice DTE Remote Test Disabled Remote Enabled Commanded Test Test Timeout Tone Autodial Number AU1 Dial Tone Wait for dial tone Wait for dial tone...
  • Page 147 General Datacom (GDC) VF28.8 modem. Use the following table to configure the GDC modems. Subgroup Quick Start Network options Terminal options Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL PC modem Option choice Answer orig. Orig if no ring mode...
  • Page 148 Configuring LinkPlexer for X.25/CompuCALL Subgroup Modem options PC modem Option choice CTS Control CMD ON/RTS DTR Trans Ignored Control DSR Control Normal DSR in Analoop Transmit Clock Internal RTS/CTS Delay 0 MSEC Rings to Answer Fall Fwd Disabled Backward Trallis...
  • Page 149 October 2007 Subgroup Dialer options Protocol options Modem info Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL PC modem Option choice CD Resp Time 00600 msec Remote Config Enable Command Format AT Alpha Numeric Alpha Call Progress EXTD Full CPM...
  • Page 150 Configuring LinkPlexer for X.25/CompuCALL Subgroup PC modem Option choice PL Card Domestic DTECARD EIA232E Modem Firmware 8910 Rev R Receive Level -10.3 dBm Signal to Noise Symbol Rate 2400 EQLR Quality 99.0 db Standard 3.02 DMS modem choice Domestic EIA232E 8910 Rev R -10.3 dBm...

  • Page 151: Cs 2X00 Table Definitions For Configuring X.25/Compucall

    0 1 1 FX30AA IOM$LOAD Subfield or Field refinement MPCNO MPCIOC Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL Data Type/ Range Explanation and action 0-255 Index of the MPC. The value used here must also be used in the MCPNO field of the MPCLINK table.
  • Page 152 Configuring LinkPlexer for X.25/CompuCALL Subfield or Field refinement IOCCCT DLDFILE MPCLINK table The MPCLINK table specifies the flavor of X.25 to be used on a specific MPC link. This table specifies the X.25 layered protocol used in the MPC to establish and maintain links and conversions.
  • Page 153 October 2007 Field LINKKEY PRTCLDAT Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL Subfield or Data Type/ refinement Range PROTOCOL X2580 or X2584 LINKNABL 0-32 767 CONVANBL 0-32 767 NUMVCS 0-255 SVCS2WAY 0-255 CLKSRCE EXTERNAL Explanation and action Key composed of the MPCNO and LINKNO subfields.
  • Page 154 Configuring LinkPlexer for X.25/CompuCALL Field Subfield or Data Type/ refinement Range NODETYPE DCE or DTE L3WINDOW 1-127 THRUPUT T75, T150, T300, T600, T1200, T2400, T4800, T9600, T19200, T48000 L3DATA P16, P32, P64, P128, P256, P512, P1024, P2048, P4096 SVCDNA SVCDNA...
  • Page 155 SCAICOMS table The SCAICOMS table indicates what links are waiting for a call request and who the link is expecting the call request from. Nortel recommends that you configure the continuity audit interval (AUDINTVL) so that the check is not performed more that once every 15 minutes.
  • Page 156 Configuring LinkPlexer for X.25/CompuCALL Field MINALARM MAXALARM AUTOSVCAB ENHASSOC CONTAUD Subfield or Data Type/ refinement Range LINKSEL DEVICE MPCNO 0-255 LINK REMDNA Up to 15 digits. 0-9 digits PROTOCOL Table of 4 (0- 255) LINKTYPE SVC, PVC MN, MJ, CR...
  • Page 157 SCAIGNAM PASSWORD NETNODID BGID OPTIONS LAB8 L8PASS 8 LOCAL 8 (LINKSET (LAB8LNK1) (LAB8LNK2) (LAB8MPC1) $)$ Field SCAIGNAME PASSWORD NETNODID BGID Installation and Configuration Guide Configuring LinkPlexer for X.25/CompuCALL Subfield or Data Type/ refinement Range NUMATMP 1-10 TERMINET Y, N Subfield or...
  • Page 158 Configuring LinkPlexer for X.25/CompuCALL Field OPTIONS Subfield or Data Type/ refinement Range LINKSET Maximum 8 links Standard 3.02 Explanation and action List of links from table SCAICOMS. (LAB8LNK1) (LAB8LNK2) (LAB8MPC1) LinkPlexer...

  • Page 159: Cs 2X00/Dms Table Definitions And Examples

    A p p e n d i x C CS 2x00/DMS table definitions and examples In this appendix Overview Table definitions Installation and Configuration Guide...

  • Page 160: Overview

    CS 2x00/DMS table definitions and examples Overview This appendix refers to “Configuring the CS 2x00/DMS switch” on page 108. It provides the table definitions and examples of the table contents that are relevant for a contact center for CS 2x00/DMS (SCAI Linkset). Standard 3.02 LinkPlexer...

  • Page 161: Table Definitions

    (AUDINTVL) so that the check is not performed more that once every 15 minutes. LINKSET SCAILINKS OPTIONS NORTEL TCP 47 104 99 88 N (ENHASSOC 100) (CONTAUD Y 15 5 10 N) $ SCAIGRP The SCAIGRP table stores all the switch computer application interface (SCAI) groups within a switch.
  • Page 162 The SCAISSRV table acts as a reference table for CompuCALL service categories. This table sets the type of data you receive during the call flow for each type of CompuCALL message. This table can be changed, but Nortel strongly recommends you do not change it from the default without careful engineering and customer call flow consideration.
  • Page 163 October 2007 LIUINV The LIUINV table contains the configuration data for each ASU in an LPP or ELPP. The EIU is an interface between the DMS bus and an Ethernet local area network (ELAN). The program manager for the site provides the MAC address in this table.
  • Page 164 (100% throttling) for all EIUs datafilled in table LIUINV. If the throttling capacity numbers are not datafilled to non-zero values, the EIU cannot communicate to destination nodes. LMSNODE TXCAPCT RXCAPCT OPTION EIU 2 32000 32000 (CM 32000) $ EIU 13 32000 32000 $ Standard 3.02 LinkPlexer...

  • Page 165: Dn Association Management

    A p p e n d i x D DN association management In this appendix DN association management examples Installation and Configuration Guide...

  • Page 166: Dn Association Management Examples

    DN association management DN association management examples LinkPlexer 6.0 uses DN association management to ensure that DNs or agent position IDs that are associated with a particular The following figures demonstrate examples of “DN association management” on page 16, using message sequence charts.
  • Page 167 CS 2x00/DMS. When the last application disconnects, LinkPlexer 6.0 drops and reestablishes the connection to the CS 2x00/DMS. This guarantees synchronization between the device list maintained by LinkPlexer 6.0 and the devices acquired on the CS 2x00/DMS link. Notes: The CS 2x00/DMS resources must be configured to ensure uniqueness between DNs and agent positions IDs.
  • Page 168 DN and agent positions that are not unique. The define operation of the dv-DN-Association is not supported. Where the define operation is used, LinkPlexer 6.0 does not guarantee DN association management. Neither Contact Center Manager Server nor Communication Control Toolkit use the define operation.

  • Page 169: Linkplexer Configuration Changes

    A p p e n d i x E LinkPlexer configuration changes In this appendix Overview Configuration file changes Installation and Configuration Guide...

  • Page 170: Overview

    LinkPlexer configuration changes Overview As discussed in “LinkPlexer 6.0 configuration” on page 88, configuration file changes occurred between LinkPlexer 1.1 and LinkPlexer 1.2. These changes also apply between LinkPlexer 1.1 and LinkPlexer 6.0. The following section describes these changes. Standard 3.02...

  • Page 171: Configuration File Changes

    (~20 seconds). When configured with Contact Center Manager Server acting as a session controller, the slow response can lead to LinkPlexer 1.1 failing to complete the logon process initiated by Contact Center Manager Server. This feature was removed in LinkPlexer 1.2 and is not supported in LinkPlexer 6.0.
  • Page 172 LinkPlexer configuration changes Standard 3.02 LinkPlexer...

  • Page 173: Comparison Of Linkplexer Across Releases

    A p p e n d i x F Comparison of LinkPlexer across releases In this appendix Comparison matrix Installation and Configuration Guide...

  • Page 174: Comparison Matrix

    Comparison of LinkPlexer across releases Comparison matrix The following table compares the features of LinkPlexer 6.0 with the LinkPlexer 1.1 and LinkPlexer 1.2 feature set. Description Windows service architecture ICM application multiplexing DN association sharing Connectivity of ICM application to...
  • Page 175 LinkPlexer 1.1 are amalgamated into LP_SndRcvCurr.log in LinkPlexer 1.2 and LinkPlexer 6.0. This is discussed in “Log files” on page 126. In LinkPlexer 1.2 and LinkPlexer 6.0, log file sizes are configurable (in the configuration file) and dynamic, as discussed in “LinkPlexer 6.0 configuration”...
  • Page 176 LinkPlexer 6.0 do not check the target operating system. Engineering capability of the software is consistent across all releases. Engineering data for LinkPlexer 6.0 is captured as part of the validation cycle and used to provide guidelines for operation and co-residency Installshield-generated installation programs on all releases.

  • Page 177: Softphone Message Sequence Chart

    A p p e n d i x G Softphone message sequence chart In this appendix Overview Generation of dv-Set-Offhook-U message sequence Installation and Configuration Guide...

  • Page 178: Overview

    Softphone message sequence chart Overview This appendix refers to the feature “Generation of dv-Set-Offhook-U on behalf of a softphone” on page 17. Standard 3.02 LinkPlexer...

  • Page 179: Generation Of Dv-Set-Offhook-U Message Sequence

    With LinkPlexer 6.0, multiple applications can monitor and control devices on a single link. With a direct connection to the CS 2x00/DMS (no LinkPlexer), the application always has knowledge of the operations being performed on a device because the application is responsible for instructing the CS 2x00/DMS to perform the operation.
  • Page 180 Softphone message sequence chart Standard 3.02 LinkPlexer...

  • Page 181: Glossary

    Glossary See automatic call distribution. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number. ACD group See automatic call distribution group. agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. application 1.
  • Page 182 The CLID can also be displayed on an agent’s phoneset. See controlled directory number. CLAN See Customer Local Area Network. CLID See Calling Line Identification. Controller module Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications. Standard 3.02 LinkPlexer...
  • Page 183 October 2007 Communication Server (CS) 2000 A Nortel Carrier Voice over IP (VoIP) superclass softswitch. Also known as CS 2K. CS 2x00 refers to both CS 2000 and CS 2100. Communication Server (CS) 2100 A Nortel carrier-grade softswitch for large campus and geographically dispersed large enterprises.
  • Page 184 A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Standard 3.02 LinkPlexer...
  • Page 185 See Internet Protocol address. See Interactive Voice Response. See local area network. LinkPlexer A Windows 2003 Server application that enables multiple ICM clients to share the same session and CS 2x00/DMS resources, by acting as a proxy server between the ICM client application and the CS 2x00/DMS switch.
  • Page 186 The hardware that processes calls and routes them to their destination. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. Standard 3.02 LinkPlexer...
  • Page 187 October 2007 See wide area network. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. X.25 A standard interface protocol to a public packet-switched data network.
  • Page 188 Glossary Standard 3.02 LinkPlexer...

  • Page 189: Index

    1-Wire iButton driver installing about LinkPlexer Address AgentContinuityTest AgentListenerPort AgentPingInterval-Secs AgentPingTest antivirus guidelines for use with LinkPlexer application considerations application continuity test ApplicationID backing up LinkPlexer BGDATA table boot sequence of CTI servers BusinessGroupID Check Dongle client connection management common problems configuration X.25...
  • Page 190 LPConfig.ini configuring for License Manager default content parameter descriptions mandatory configuration items MaxConnectedApplications MaxLogFileSize-Megs MaxRetries messaging minimum server requirements modem requirements Motorola V.3600 modem MPC table MPCLINK table network architecture NetworkNodeID Nortel Contact Center restarting Nortel help Standard 3.02 LinkPlexer...
  • Page 191 SCAICOMS table SCAIGRP table SCAIPROF table SCAISSRV table server requirements Service Updates installing ServiceID services stopping ServiceVersion session management starting LinkPlexer Installation and Configuration Guide pcAnywhere Tracker application static configuration items supported modems switch requirements SwitchAddress SwitchContinuityIntervalSecs SwitchContinuityTest SwitchLinkType SwitchPort SwitchReplyTimeout-MilliSecs...
  • Page 192 Index from LinkPlexer 1.1 to 6.0 from LinkPlexer 1.2 to 6.0 UseLicenseManager V.3600 modem configuring Windows access rights pcAnywhere X.25 requirements supported configurations X.25 card configuring installing X.25 connection configuring Standard 3.02 LinkPlexer...
  • Page 193 _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business Park, Galway, Ireland. Reader Response Form Nortel LinkPlexer Product release 6.0 Installation and Configuration Guide...

  • Page 196: Installation And Configuration Guide

    The process of transmitting data and call messaging between the Meridian 1 and LinkPlexer is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

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