Page 1 297-2183-225 Nortel Networks Symposium Web Center Portal Installation and Administration Guide Release 4.0/SU05 Standard 2.0 July 2004...
Page 3 The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Center Portal 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 5: Publication History
Publication history July 2004 The Standard 2.0 issue of the Symposium Web Center Portal Installation and Administration Guide, Release 4.0/SU05, is released. November 2003 The Standard 1.0 issue of the Symposium Web Center Portal Installation and Administration Guide, Release 4.0, is released.
Page 6 Publication history Standard 2.0 Symposium Web Center Portal...
Page 7: Table Of Contents
Skills you need ..........16 About Symposium Web Center Portal ......17 What’s new in this release .
Page 8 Overview........... . 230 Configuring mailboxes for Symposium Web Center Portal... . . 233 Configuring outbound mailboxes .
Page 9 Overview........... . 372 Migrating Symposium Web Center Portal ......373 Installing the Database Migration Utility .
Page 10 Installation sequence checklist ........523 Symposium Web Center Portal checklists ......526 Sybase installation checklist .
Page 11 July 2004 Contents Customizing the Customer Interface Overview........... . 552 Implementation of the Sample Customer Interface .
Page 12 Contents Standard 2.0 Symposium Web Center Portal...
Page 13: Getting Started
C h a p t e r 1 Getting started In this chapter About this guide Skills you need About Symposium Web Center Portal What’s new in this release Technical support Installation and Administration Guide...
Page 14: About This Guide
Related documentation Once you install Symposium Web Center Portal, to learn how to use the Agent Interface, use the Nortel Networks Symposium Web Center Portal User Guide for Agents and the Nortel Networks Symposium Web Center Portal User Guide for Supervisors available on the documentation CD-ROM.
Page 15 Getting started Assumptions This guide assumes that the following software is installed, configured, and working correctly: Nortel Networks TAPI Service Provider 3.0 POP3 compatible e-mail server LDAP on the e-mail server Symposium Call Center Server Release 4.2 with Service Update SU09 (NS040206SU09S) (or later) or Symposium Express Call Center Release 4.2 with Service Update SU06 (NS040206SU06S) (or later).
Page 16: Skills You Need
Standard 2.0 Skills you need You must have knowledge of and experience with the following applications and concepts to successfully install and configure Symposium Web Center Portal: telephony products database installation and configuration Microsoft Windows 2000 with Service Pack 4 installation and...
Page 17: About Symposium Web Center Portal
Internet. Unlike conventional e-mail requests to a single e-mail account, Symposium Web Center Portal lists all of your customers’ requests, and records all of your agents’ responses with the initial request.
Page 18 When a customer submits a web-based request or e-mail request to Symposium Web Center Portal, the information is stored in the Symposium Web Center Portal database. The DTH scans the database for any new unprocessed transactions. When the DTH finds a new transaction, it creates a TAPI call to the switch.
Page 19: System Components
Internet. Sample Customer Interface This optional component is set up on the External Web server. The Sample Customer Interface pages allow customized web pages to interact with the Symposium Web Center Portal database (sample pages provided). Installation and Administration Guide...
Page 20 OA&M Transaction HDX Client Monitor Portal Administrator Agent Interface Email Manager External Web Server Rules Engine Java Business Objects Database Customer Interface Communications POP3 SMTP E-Mail Server Internet-based Customers E-mail Transaction E-mail Customer Customer Nortel Networks Symposium Web Center Portal...
Page 21: What's New In This Release
This section provides an overview of the new features and enhancements to the installation and administration of Symposium Web Center Portal Release 4.0. New operating system In Symposium Web Center Portal Release 4.0, the Portal server runs on the Windows 2000 Server and Windows 2000 Advanced Server operating systems. Licensing Symposium Web Center Portal Release 4.0 no longer requires you to use...
Page 22 Symposium Web Center Portal Release 4.0 uses skillsets and agents created in Symposium Call Center Server or Symposium Express Call Center. Symposium Web Center Portal Release 4.0 uses the scripts for the call center to route the transactions to the appropriate skillset or agent. For more information about Symposium Call Center Server scripting, refer to the Nortel Networks Symposium Call Center Server Scripting Guide.
Page 23: Address Book
“Implementation of the Sample Customer Interface” on page 555. International characters In Symposium Web Center Portal Release 4.0, the Agent Interface can display international character sets for inbound correspondence from the Web or e-mail, as well as for outbound agent-to-customer replies in the form of an e-mail.
Page 24 300 agents. For more information about the database capacity, refer to the Nortel Networks Symposium Web Center Portal Planning and Engineering Guide. Network configuration You can install Symposium Web Center Portal Release 4.0/SU05 as part of a networked environment. New Sample Customer Interface and Web Communications installation Symposium Web Center Portal Release 4.0/SU05 installs the Sample Customer...
Page 25 July 2004 Getting started External Web server on Linux Symposium Web Center Portal Release 4.0/SU05 allows you to install the Sample Customer Interface and Web Communication components on a Linux operating system. Installation and Administration Guide...
Page 26: Technical Support
Before you install Symposium Web Center Portal, you must verify your selected servers. This verification includes making sure the computers conform to the specifications listed in the Nortel Networks Symposium Web Center Portal Planning and Engineering Guide for Release 4.0, and the Nortel Networks...
Page 27: Installing The Symposium Web Center Portal Software
Supported configuration Installation sequence Installation data requirements Third-party software on the server Antivirus software on Symposium Web Center Portal servers Installing Sybase Adaptive Server Enterprise and Sybase Client Installing the Portal Server component Installing the Portal Administrator component Configuring the Symposium Web Center Portal license...
Page 28: Overview
Installing the Symposium Web Center Portal software Standard 2.0 Overview Before you install Symposium Web Center Portal components, you must ensure that your system meets all the requirements mentioned in the Symposium Web Center Portal checklists (see Appendix A“Installation and configuration checklists”...
Page 29 Portal Administrator component configuring the Symposium Web Center Portal license installing the Portal Agent Interface configuring the Portal Agent Interface installing software PEPs and Service Updates shutting down the Symposium Web Center Portal services Installation and Administration Guide...
Page 30: Supported Configuration
Standard 2.0 Supported configuration Introduction Before you install Symposium Web Center Portal, you must know which supported configuration you are going to use. The configuration of your system determines the procedures you will follow to install Symposium Web Center Portal.
Page 31 July 2004 Installing the Symposium Web Center Portal software Portal server Windows 2000 Server with Service Pack 4 (or the latest service pack for Windows 2000 Server that has been validated with Symposium Web Center Portal. You can obtain this information from the Symposium Service Packs...
Page 32 Installing the Symposium Web Center Portal software Standard 2.0 Agent PC Windows 2000 Professional with Service Pack 4 or Windows XP Professional with Service Pack 1 Internet Explorer 5.5 (or later) Portal Desktop Java Runtime Environment J2SE 1.4.2_03 Example of the configuration...
Page 33: Installation Sequence
Server and Operating System Requirements Guide (P-2003-0381-Global) provided on the Partner Information Center web site. Notes: Before you install Symposium Web Center Portal, you must configure your switch. For more information about switch configuration, refer to your switch documentation and “Symposium Web Center Portal Agent thin client and DTH application”...
Page 34 Sample Customer Interface Web Communications Portal Desktop Check for any Installation Addenda Before performing an installation, upgrade, or conversion, check for any Installation Addenda on your regional Symposium Web Center Portal technical web site (http://www.nortelnetworks.com). Nortel Networks Symposium Web Center Portal...
Page 35: Installation Data Requirements
This section provides an overview of the information you must know to install the Symposium Web Center Portal components. Before you install the Symposium Web Center Portal components, ensure that your system meets the requirements listed in the Symposium Web Center Portal checklist. For more information, refer to “Symposium Web Center Portal checklists”...
Page 36: Third-Party Software On The Server
Portal servers” on page 39. Note: Third-party backup software is only used for full backups. You must use the utility included with Symposium Web Center Portal to perform all other database backups due to proprietary functions called upon during the backup routine.
Page 37 Microsoft. The installation or uninstallation of the third-party software should not impact or conflict with the Symposium Web Center Portal software (for example, it must not cause .DLL conflicts). If such conflicts occur, you may need to rebuild the server.
Page 38 Server (ASP) template. Ensure that installation of the URLScan Filter is enabled. In the Service Control Panel, start up any Symposium Web Center Portal services that are not running. For more information, refer to “To start the Portal Server component” on page 140.
Page 39: Antivirus Software On Symposium Web Center Portal Servers
He or she can determine if the file(s) are part of the application or a critical system file. Do not connect Symposium Web Center Portal servers to the Internet to access virus definitions or updates. Download virus definitions and update files to another location on the network, and then load these updates on the servers.
Page 40 CPU usage to exceed 50 percent for longer than 20 minutes, you should not install this antivirus software on the server. Nortel Networks does not provide support on the configuration of antivirus software. Questions or problems on antivirus software should be directed to the appropriate vendor.
Page 41: Installing Sybase Adaptive Server Enterprise And Sybase Client
Introduction Follow the procedures in this section to install and configure Sybase 12.5 on the Portal server. Before you install the Symposium Web Center Portal components on the Portal server, you must install and configure the Sybase Adaptive Server Enterprise and the Sybase Client.
Page 42 Installing the Symposium Web Center Portal software Standard 2.0 complete the Symposium Web Center Portal installation in accordance with your security policy. CAUTION Risk of malfunction If you are installing Sybase on a Pentium IV or XEON, you must disable the Just-In-Time (JIT) Compiler.
Page 43 July 2004 Installing the Symposium Web Center Portal software Under System variables, click New. Result: The New System Variable window appears. In the Variable Name box, type JAVA_COMPILER. In the Variable Value box, type NONE. Click OK. Log off the Administrator, and then log back on as the Administrator.
Page 44 To install Sybase Adaptive Server Enterprise Log on to Windows using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Sybase Distribution CD-ROM into the CD-ROM drive. Result: The following window appears: Nortel Networks Symposium Web Center Portal...
Page 45 July 2004 Installing the Symposium Web Center Portal software Click 3rd Party Software. Result: The following window appears: Click Sybase Adaptive Server 12.5 (Server Software). Result: The Installation Type window appears. Installation and Administration Guide...
Page 46 Installing the Symposium Web Center Portal software Standard 2.0 Select Standard Install, and then click Next. Result: The Choose Directory window appears. Choose the location in which you want to install Sybase, and then click Next. Result: The Summary window appears.
Page 47 July 2004 Installing the Symposium Web Center Portal software Click Yes. Result: The Installing... window appears. When the files finish unloading, the following Sybase License Management window appears: Note: You do not need a certificate to install Sybase. Click No.
Page 48 Before you configure Sybase you must know the host name of the computer on which you installed Sybase. Note: When you configure the database, the Symposium Web Center Portal setup procedure uses the sa account with no password. Do not change or remove the sa account.
Page 49 July 2004 Installing the Symposium Web Center Portal software Click Yes. Note: If the Sybase Configuration program does not start up automatically, go to Start ➝ Programs ➝ Sybase ➝ Adaptive Configuration Utility. Result: The Enter the Sybase directory window appears.
Page 50 Installing the Symposium Web Center Portal software Standard 2.0 Click Create Adaptive Server. ATTENTION Symposium Web Center Portal works only when the Adaptive Server is named SWCP_SQLSRV. Do not use the default name. If you do use it, Symposium Web Center Portal will not work.
Page 51 July 2004 Installing the Symposium Web Center Portal software Select the page size you want, and then click Continue. Note: Nortel Networks recommends that you select 2k. Result: The Set Master Device Size/Location window appears. Verify the path to the master.dat file and in the Master Device Size box, accept the default 30 Mbytes.
Page 52 Installing the Symposium Web Center Portal software Standard 2.0 Click Continue. Result: The Adaptive Server Options window appears. Verify the Error Log Path (for example, C:\Sybase\ASE- 12_5\install\errorlog, where C is the drive on which you installed Sybase Adaptive Server), and then click Network Addresses.
Page 53 July 2004 Installing the Symposium Web Center Portal software In the Connection Info box, type the host name of the server, followed by the Port number, and then click OK. Note: The port number is 5005 (for example, <hostname>,5005). Result: The Network Connections window appears.
Page 54 Installing the Symposium Web Center Portal software Standard 2.0 Click Configure Default XP Server. Result: The Configure Default XP Server window appears. Ensure System Account is selected, and then click Network Addresses. Result: The Network Connections window appears. Nortel Networks Symposium Web Center Portal...
Page 55 July 2004 Installing the Symposium Web Center Portal software Click Add. Result: The Enter Connection window appears. In the Connection Info box, type the host name of the server and the Port number, and then click OK. Note: The port number cannot be between 5000–5008 (for example, <hostname>,5009 is a valid port number).
Page 56 Installing the Symposium Web Center Portal software Standard 2.0 Click OK. Result: The Configure Default XP Server window appears. Click OK. Result: The Adaptive Server Options window appears. Nortel Networks Symposium Web Center Portal...
Page 57 July 2004 Installing the Symposium Web Center Portal software Click Continue. Result: The Status window appears. It can take several minutes to finish the configuration of the adaptive server, and then the New Adaptive Server Complete window appears. Click Continue.
Page 58 Risk of malfunction If you do not convert the database default character set to UTF-8 before you install the Symposium Web Center Portal server, the database will not work. For more information, refer to “To convert the database default character set to UTF-8 and configure the sort order”...
Page 59 Installing the Symposium Web Center Portal software If the Sybase Central Java Edition window does not appear, perform the following tasks: a. Insert the Symposium Web Center Portal Sybase Distribution CD into the CD-ROM drive. b. Click 3rd Party Software.
Page 60 Installing the Symposium Web Center Portal software Standard 2.0 Leave the Password box blank, and then click OK. Result: The Sybase Central Java Edition window appears with your server listed under Adaptive Server Enterprise. Double-click SWCP_SQLSRV(sa). Expand the Databases folder.
Page 61 July 2004 Installing the Symposium Web Center Portal software Right-click master, and then click Properties. Result: The Database Properties window appears. Click the Devices tab. Highlight master, and then click Edit. Result: The Device Size window appears. In the Add Space drop-down box, type 16. The Total Space Allocation should be 22 Mbytes.
Page 62 Installing the Symposium Web Center Portal software Standard 2.0 On the Database Properties window, click Apply, and then click OK. From the Tools menu, select Disconnect. Result: The Disconnect window appears. Select the host name of your database server, and then click Disconnect.
Page 63 July 2004 Installing the Symposium Web Center Portal software Right-click Server Config, and then click Properties. Result: The Server Config Properties window appears. Click the Shortcut tab. Result: The following window appears: In the Start in box, type the path to the SYCONFIG.exe file (for example, C:\sybase\ASE-12_5\bin).
Page 64 Installing the Symposium Web Center Portal software Standard 2.0 To convert the database default character set to UTF-8 and configure the sort order From the Windows Start menu, choose Programs ➝ Sybase➝ Server Config. Result: The Configure Sybase Servers window appears.
Page 65 July 2004 Installing the Symposium Web Center Portal software Leave sa in the SA Login box. Leave the SA Password box blank. Click Continue. Result: The Configure Adaptive Server window appears. Click Language. Result: The Language Options window appears. Installation and Administration Guide...
Page 66 Installing the Symposium Web Center Portal software Standard 2.0 Under Character Set, click Add/Remove. Result: The Install Character Sets window appears. Select Unicode 3.0.1 UTF-8 Character Set, and then click Add. Result: The Unicode 3.0.1 UTF-8 Character Set appears in the Selected box.
Page 67 July 2004 Installing the Symposium Web Center Portal software Click OK. Result: The Language Options window appears. Under Character Set, click Set Default. Result: The Change Default Character Set window appears. Installation and Administration Guide...
Page 68 Installing the Symposium Web Center Portal software Standard 2.0 Select Unicode 3.0.1 UTF-8 Character Set, and then click OK. Result: The Language Options window appears. Click OK. Result: The Configure Adaptive Server window appears. Nortel Networks Symposium Web Center Portal...
Page 69 July 2004 Installing the Symposium Web Center Portal software Click Save. Result: The status window appears. (This may take several minutes.) The Configure Sybase Servers window appears. On the Configure Sybase Servers window, click Configure Adaptive Server. Result: The Existing Servers window appears.
Page 70 Installing the Symposium Web Center Portal software Standard 2.0 Click Continue. Note: The password is updated when you install the Portal server component. Result: The Configure Adaptive Server window appears. Click Language. Result: The Language Options window appears. Nortel Networks Symposium Web Center Portal...
Page 71 July 2004 Installing the Symposium Web Center Portal software Under Sort Order, click Set Default. Result: The Select Default Sort Order window appears. Select Case insensitive ordering, for use with any UTF-8-based 8-bit environment, and then click OK. Result: The Language Options window appears.
Page 72 Installing the Symposium Web Center Portal software Standard 2.0 Click OK. Result: The Configure Adaptive Sever window appears. Click Save. CAUTION Risk of malfunction It may take up to 10 minutes for the status window or the Configure Sybase Servers window to appear. You must wait until the Configure Sybase Servers window appears before you can continue to the next step.
Page 73 To install the Sybase Client Log on to Windows using the Local Administrator user ID. If the Nortel Networks Symposium Web Center Portal Sybase Distribution CD-ROM is not in the CD-ROM drive, insert the CD into the CD-ROM drive. Installation and Administration Guide...
Page 74 Installing the Symposium Web Center Portal software Standard 2.0 If the Installation program does not start up right away, browse to the CD- ROM drive, and then double-click the CD-ROM icon. Result: The following window appears: Click 3rd Party Software.
Page 75 July 2004 Installing the Symposium Web Center Portal software Click Sybase Adaptive Server 12.5 (Client Software). Result: The Installation Type window appears. Select Customized Install, and then click Next. Result: The Choose Directory window appears. Installation and Administration Guide...
Page 76 Installing the Symposium Web Center Portal software Standard 2.0 Choose the installation directory for Sybase Client, and then click Next. Result: The Component Selection window appears. On the Component Selection window, ensure that Sybase ASE OLE DB Provider is selected, select jconnect 5.5, and keep the rest of the defaults.
Page 77 July 2004 Installing the Symposium Web Center Portal software Click Next. Result: The Summary window appears. Confirm that the information on the Summary window is correct, and then click Next. Result: The Component Overwrite window appears. Click Yes to All.
Page 78 To apply the Sybase Adaptive Server EBFs For more information about the EBFs, refer to the Readme.txt file provided in the EBF folder on the Symposium Web Center Portal Sybase Distribution CD-ROM. Log on to Windows using the Local Administrator user ID.
Page 79 July 2004 Installing the Symposium Web Center Portal software e. Close the Services window. Insert the Symposium Web Center Portal Sybase Distribution CD into the CD-ROM drive. Click 3rd Party Software. Result: The following window appears: Click Sybase Adaptive Server 12.5 EBFs.
Page 80 Installing the Symposium Web Center Portal software Standard 2.0 When the copying is complete, restart the computer. Result: You have completed the EFB installation. You can continue with the Portal Server installation. For more information, refer to “Installing the Portal Server component” on page 85.
Page 81 July 2004 Installing the Symposium Web Center Portal software Click Tools ➝ Connect. Result: The Connect to Adaptive Server Enterprise window appears. In the User name box, type sa. Leave the Password box blank, and then click OK. Result: The Sybase Central Java Edition appears with your server listed under Adaptive Server Enterprise.
Page 82 Installing the Symposium Web Center Portal software Standard 2.0 To verify the Sybase UTF-8 settings Before you install the Portal server component, you must ensure that your Sybase UTF-8 settings are correct. From the Windows Start menu, choose Programs ➝ Sybase ➝ Server Config.
Page 83 July 2004 Installing the Symposium Web Center Portal software Select SWCP_SQLSRV, and then click Continue. Result: The Enter the System Administration Password window appears. Leave sa in the SA Login box. Leave the SA Password box blank, and then click Continue.
Page 84 Installing the Symposium Web Center Portal software Standard 2.0 Click Language. Result: The Language Options window appears. Ensure that the you have the following settings in the Language Options window: Language: english Character Set: utf8 Sort Order: nocase If your settings are correct, click OK and close the Sybase Configuration tool.
Page 85: Installing The Portal Server Component
J2SE 1.4.1 JRE on the Portal Server and Agent PCs. Log on to Windows using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD drive. Result: The following window appears:...
Page 86 Installing the Symposium Web Center Portal software Standard 2.0 Click 3rd Party Software. Result: The following window appears: Click Java 2 Platform SE 1.4.1. Result: The License Agreement appears. Nortel Networks Symposium Web Center Portal...
Page 87 July 2004 Installing the Symposium Web Center Portal software Read the License Agreement, and then click Yes. Result: The Setup Type window appears. Choose Typical, and then click Next. Result: The Setup Status window appears. When the Setup Status window closes, the installation is complete.
Page 88 If you are not logged on to the Portal server, do so now using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 89 July 2004 Installing the Symposium Web Center Portal software Click Install Components. Result: The following window appears: Click Portal Server. Result: The InstallShield Wizard Welcome window appears. Installation and Administration Guide...
Page 90 Installing the Symposium Web Center Portal software Standard 2.0 Click Next. Result: The License Agreement window appears. Click Yes, to accept the License Agreement. Result: The Customer Information window appears. Nortel Networks Symposium Web Center Portal...
Page 91 July 2004 Installing the Symposium Web Center Portal software Type your name and the name of the company, and then click Next. Result: The Symposium Web Center Portal Servers window appears. Installation and Administration Guide...
Page 92 Installing the Symposium Web Center Portal software Standard 2.0 Type the host name of the servers on which you are installing the Portal Server (the database), Portal Agent Interface, and External Web server components, and then click Next. Note: If you are not planning to use an External Web server in your system, leave the External box blank.
Page 93 In the Server box, type the host name of the TAPI server, and then click Next. Result: The Nortel Networks Symposium Call Center Products window appears. Select the type of call center product you are using, and then click Next.
Page 94 Installing the Symposium Web Center Portal software Standard 2.0 Perform one of the following tasks: THEN you are installing Symposium Web type the host name of the server in Center Portal with Symposium Call Symposium Call Center Server, the site...
Page 95 July 2004 Installing the Symposium Web Center Portal software Enter the host names of the Inbound e-mail server, Outbound e-mail server, and the LDAP server (optional), and then click Next. Result: The following window appears: Note: By default, the installation program points to the location where you installed the master.dat and sybprocs.dat files during the Sybase...
Page 96 Standard 2.0 Browse to the dedicated database partition. If you did not already create a folder in which you want to store the Symposium Web Center Portal database (for example, F:\SWCPDB, where F: is the drive on which you want to store the database), do so now.
Page 97 July 2004 Installing the Symposium Web Center Portal software Confirm the path for the installation files of Symposium Web Center Portal, and then click Next. Result: The Start Installing Files window appears. Installation and Administration Guide...
Page 98 Java Edition. When you log on to the Sybase Central Java Edition utility, the default username is SWCP_ADMIN (case-sensitive), and the default password is $nortel$admin. After you install Symposium Web Center Portal, ensure that you have your database administrator change this password to comply with your security policy.
Page 99 “Installing the Portal Administrator component” on page 102. After you install the Symposium Web Center Portal components, you can install the Dashboard utility to monitor your system. For more information, refer to “Installing the Dashboard utility” on page 594.
Page 100 Installing the Symposium Web Center Portal software Standard 2.0 Click Tools ➝ Connect. Result: The Connect to Adaptive Server Enterprise window appears. In the User name box, type SWCP_ADMIN. In the Password box, type $nortel$admin. Click OK. Result: The Sybase Central Java Edition window appears with your server listed under Adaptive Server Enterprise.
Page 101 July 2004 Installing the Symposium Web Center Portal software What’s next? Install the Portal Administrator component. Installation and Administration Guide...
Page 102: Installing The Portal Administrator Component
Portal Administrator. Log on to the External Web server using the Local Administrator user ID. If the Nortel Networks Sybase Distribution CD-ROM is not in the CD-ROM drive, insert the CD-ROM into the CD-ROM drive. If the Installation program...
Page 103 July 2004 Installing the Symposium Web Center Portal software does not start up right away, browse to the CD-ROM drive, and then double-click the CD-ROM icon. Result: The following window appears: Click 3rd Party Software. Result: The following window appears:...
Page 104 Installing the Symposium Web Center Portal software Standard 2.0 Click Sybase Adaptive Server 12.5 (Client Software). Result: The Installation Type window appears. Select Customized Install, and then click Next. Result: The Choose Directory window appears. Nortel Networks Symposium Web Center Portal...
Page 105 July 2004 Installing the Symposium Web Center Portal software Choose the installation directory for Sybase Client, and then click Next. Result: The Component Selection window appears. Ensure Sybase ASE OLE DB Provider and jconnect 5.5 are selected, and keep the rest of the defaults.
Page 106 Installing the Symposium Web Center Portal software Standard 2.0 Click Next. Result: The Summary window appears. Confirm that the information on the Summary window is correct, and then click Next. Result: The Create Directory window appears. Click Yes. Result: The Installing... window appears, and then the Microsoft COMCTL32.DLL Update window appears.
Page 107 Sybase EBFs. To apply the Sybase Adaptive Server EBFs You must apply the Sybase EBFs from the Symposium Web Center Portal Sybase Distribution CD-ROM on the computer on which you installed the Sybase Client. For more information about the EBFs, refer to the Readme.txt file provided in the EBF folder on the Symposium Web Center Portal Sybase Distribution CD-ROM.
Page 108 Installing the Symposium Web Center Portal software Standard 2.0 Click 3rd Party Software. Result: The following window appears: Click Sybase Adaptive Server 12.5 EBFs. Extract the zipped EBF files to a temporary folder on the server. ATTENTION Apply EBF 10515, and then apply EBF 10580.
Page 109 Installing the Symposium Web Center Portal software To install the Portal Administrator Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 110 Installing the Symposium Web Center Portal software Standard 2.0 Click Administration Tools. Result: The following window appears: Click Portal Administrator. Result: The Welcome window appears. Nortel Networks Symposium Web Center Portal...
Page 111 July 2004 Installing the Symposium Web Center Portal software Click Next. Result: The License Agreement window appears. Click Yes to accept the terms of the license agreement. Result: The Customer Information window appears. Installation and Administration Guide...
Page 112 Standard 2.0 Type your name and the name of the company, and then click Next. Result: The Symposium Web Center Portal Servers window appears. Type the host names of the computers on which you installed the Portal Server (database), Portal Agent Interface component, and External Web server components, and then click Next.
Page 113 When the Install Complete window appears, click Finish. Result: You have completed the Portal Administration installation. What’s next? Configure the Symposium Web Center Portal license. For more information, refer to “Configuring the Symposium Web Center Portal license” on page 114. Installation and Administration Guide...
Page 114: Configuring The Symposium Web Center Portal License
Configuring the Symposium Web Center Portal license Introduction After you install all of the components on the Symposium Web Center Portal server, you must configure the Symposium Web Center Portal license. To configure the Symposium Web Center Portal license From the Windows Start menu, choose Programs ➝ Nortel Networks ➝...
Page 115 July 2004 Installing the Symposium Web Center Portal software The Serial Number box is populated with the serial number of the switch. Note: If the serial number does not appear in the Serial Number box, you may have a connectivity issue with the server in Symposium Call Center Server.
Page 116 Click Apply Keycode to store the keycode information in the Symposium Web Center Portal system. Result: The SWCP 4.0 License Configuration window appears. Click OK. Result: The Symposium Web Center Portal license is in the system. Nortel Networks Symposium Web Center Portal...
Page 117 July 2004 Installing the Symposium Web Center Portal software Click OK to exit the License Configurator. Result: You have completed the License configuration. What’s next? Proceed to the next step to install the Portal Agent Interface. For more information, refer to “Installing the Portal Agent Interface component” on page 118.
Page 118: Installing The Portal Agent Interface Component
The Portal Agent Interface is the web server for the web pages the agent uses. You can install the Portal Agent Interface on the Symposium Web Center Portal Server behind a firewall. Agents do their work using a web browser such as Internet Explorer 5.5 (or later).
Page 119 Log on to the server on which you plan to install the Portal Agent Interface component, using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 120 Installing the Symposium Web Center Portal software Standard 2.0 Click Install Components. Result: The following window appears: Click Portal Agent Interface. Result: The Welcome window appears. Nortel Networks Symposium Web Center Portal...
Page 121 July 2004 Installing the Symposium Web Center Portal software Click Next. Result: The software License Agreement window appears. Click Yes to accept the terms of the license agreement. Result: The Customer Information window appears. Installation and Administration Guide...
Page 122 Standard 2.0 Type your name and the name of the company, and then click Next. Result: The Symposium Web Center Portal Servers window appears. Type the host name of the server on which you installed the database, and the host name of the External Web server, and then click Next.
Page 123 July 2004 Installing the Symposium Web Center Portal software Confirm the path to the Agent Interface server root directory, usually C:\Inetpub\wwwroot, and then click Next. Result: The Choose Destination Location window appears. Confirm the location to install the Agent Interface, and then click Next.
Page 124 Installing the Symposium Web Center Portal software Standard 2.0 Click Install. Result: The Setup Status window appears. The following window appears: Select “No, I will restart my computer later,” and then click Finish. On the desktop, click the Portal Server Shutdown icon.
Page 125 July 2004 Installing the Symposium Web Center Portal software When the Portal Server shutdown is complete, restart the computer. Result: You have completed the installation of the Portal Agent Interface component. What’s next? Proceed to the next procedure to configure the Portal Agent Interface.
Page 126: Configuring The Portal Agent Interface
Installing the Symposium Web Center Portal software Standard 2.0 Configuring the Portal Agent Interface Introduction Follow the procedures in this section to configure the Portal Agent Interface. For the Portal Agent Interface component to work properly, you must configure the Agent virtual directory (on the Portal Agent Interface server)
Page 127 July 2004 Installing the Symposium Web Center Portal software Right-click the Agent folder, and then choose Properties. Result: The Agent Properties window appears. In the Execute Permissions box, select Scripts and Executables. Click Create. Result: The Create button changes to Remove.
Page 128 Ensure Enable session state is checked. Ensure the session timeout value is set to reflect the number of minutes that an agent’s session can be idle and still remain logged on. Nortel Networks recommends that you enter the time in minutes equal to or greater than the duration of the agent’s workday.
Page 129 July 2004 Installing the Symposium Web Center Portal software To configure access to the Portal Agent Interface for a domain user Log on to the Domain Controller using the Domain Administrator user name and password. From the Windows Start menu, choose Programs ➝ Administration Tools ➝...
Page 130 Installing the Symposium Web Center Portal software Standard 2.0 d. Enter and confirm the password for the user. e. Select “User cannot change password” and “Password never expires,” and then click Next. If you are using an Exchange mail server, the Create an Exchange Mailbox window appears.
Page 131 July 2004 Installing the Symposium Web Center Portal software Ensure the new user is a member of the Domain Users group. a. Right-click the user you just created in the list of users, and then choose Properties. b. Click the Member Of tab.
Page 132 Installing the Symposium Web Center Portal software Standard 2.0 In the Anonymous access and authentication control section, click Edit. Result: The Authentication Methods window appears. g. Select Anonymous access, and then click Edit. Result: The Anonymous User Account window appears.
Page 133 “To modify permissions on the SWCPLog folder” on page 187. What’s next? The installation of the Symposium Web Center Portal is complete. You must now continue with the following tasks: Install any of the required Service Updates. For more information, refer to “Installing software Service Updates and PEPs”...
Page 134: Installing Software Service Updates And Peps
Introduction This section explains how to install and uninstall Service Updates (SUs) and Performance Enhancement Packages (PEPs) for Symposium Web Center Portal. For more information about Service Updates and PEPs, refer to https://transportvo.nortelnetworks.com/mpl/mpl. To register for this site, refer to http//www.nortelnetworks.com/register.
Page 135 July 2004 Installing the Symposium Web Center Portal software Select the Service Update or PEP you want to remove, and then click Change/Remove. Result: The following window appears: Select Remove, and then click Next. Result: The following window appears: Click Yes.
Page 136 Installing the Symposium Web Center Portal software Standard 2.0 Click OK. Result: The following window appears: Click Finish. Notes: You must uninstall PEPs in the reverse order in which they were installed. You can install and uninstall the PEPs in the same manner as you install and uninstall Service Updates.
Page 137 July 2004 Installing the Symposium Web Center Portal software Check the readme file in the PEP directory for any special instructions or dependencies before you install the PEP. Double-click the Setup.exe file. Result: The following window appears: Click Next. Result: The following window appears:...
Page 138 Installing the Symposium Web Center Portal software Standard 2.0 Click Yes to accept the License Agreement. Result: The following window appears: Click Next. Result: The following window appears: Nortel Networks Symposium Web Center Portal...
Page 139 July 2004 Installing the Symposium Web Center Portal software Click Install. Result: The following window appears: Select Yes, and then click Finish to restart the computer. Result: The installation of the Service Update or PEP is complete. Note: The first time you restart your computer after you install SU05, you must double-click the SWCP Startup icon to start the Symposium Web Center Portal services on your computer.
Page 140: Shutting Down The Symposium Web Center Portal Services
Portal Server and the Portal Agent Interface. Use these procedures when you want to restart or shut down the server for any reason. If you do not use the method provided to shut down Symposium Web Center Portal, Windows error messages may appear.
Page 141: Installing And Configuring The External Web Server
C h a p t e r 3 Installing and configuring the External Web server In this chapter Overview Installing the Java 2 Standard Edition environment Installing the required web server software Installing the Sample Customer Interface and Web Communications components Installation and Administration Guide...
Page 142: Overview
Sample Customer Interface component overview Symposium Web Center Portal provides an interface for web users to submit requests to a contact center through a web browser. The Sample Customer Interface is a sample application you can use to see this functionality.
Page 143 Before you install the Sample Customer Interface component, you must install and configure your web server and your servlet engine. Nortel Networks recommends that you use Apache Server as your web server and Apache Tomcat as your servlet engine on Windows 2000 Server. Follow the procedures in this chapter to install and configure Apache Server and Apache Tomcat for Symposium Web Center Portal.
Page 144 Installing and configuring the External Web server Standard 2.0 What’s next? Install the Java 2 Standard Edition environment. Nortel Networks Symposium Web Center Portal...
Page 145: Installing The Java 2 Standard Edition Environment
July 2004 Installing and configuring the External Web server Installing the Java 2 Standard Edition environment Introduction Follow the procedures in this section to install the Java 2 Standard Edition (J2SE) environment. You can download the required J2SE environment applications from the java.sun.com web site. Notes: You must install J2SE 1.4.2 SDK before you install any of the other applications in this section.
Page 146 Result: The System Properties window appears. b. Click the Advanced Tab. c. Click Environment Variables. Result: The Environment Variables window appears. d. Under System variables, select Path, and then click Edit. Result: The Edit System Variable window appears. Nortel Networks Symposium Web Center Portal...
Page 147 July 2004 Installing and configuring the External Web server e. In the Variable Value box, add the installation path to the ..j2sdk\bin folder (for example, C:\j2sdk1.4.2\bin) to the list of values, and then click OK. Note: Ensure you separate the values with a semicolon. Create a new Environment Variable, JAVA_HOME, and point it to the installation folder.
Page 148: Installing The Required Web Server Software
“ServerName” setting. For more information, consult with your Network Administrator. To install the Apache Web Server Follow the procedure below if you are using Apache as your web server. Nortel Networks Symposium Web Center Portal...
Page 149 July 2004 Installing and configuring the External Web server Note: If you are installing a later version of Apache than the one mentioned in the procedure below, refer to the Apache web site for more information before you install Apache on your computer. Disable the IIS web server on your computer.
Page 150 Installing and configuring the External Web server Standard 2.0 Click Next. Result: The License Agreement window appears. Read and accept the license agreement, and then click Next. Result: The Read This First window appears. Nortel Networks Symposium Web Center Portal...
Page 151 July 2004 Installing and configuring the External Web server Read the information in this window, and then click Next. Result: The Server Information window appears. In the Network Domain box, keep the default value. In the Server Name box, keep the default value. In the Administrator's Email Address box, type your e-mail address.
Page 152 Installing and configuring the External Web server Standard 2.0 Choose Install Apache for all users on port 80, and then click Next. Result: The following window appears: Choose Typical, and then click Next. Note: The following window appears. Nortel Networks Symposium Web Center Portal...
Page 153 July 2004 Installing and configuring the External Web server Click Next to accept the default installation path. Result: The following window appears: Click Install. Result: The installation begins. The installer starts Apache by default. When the installation is complete, the following window appears: Click Finish.
Page 154 Apache Tomcat is a servlet engine that is used to deploy the Sample Customer Interface and Web Communications applications. Note: Symposium Web Center Portal also supports the use of JRun as a servlet engine to deploy the Sample Customer Interface and Web Communications components.
Page 155 July 2004 Installing and configuring the External Web server Click OK. Result: The License Agreement window appears. Click I Agree. Result: The following window appears: Ensure that you select NT Service (NT/2k/XP only). You can keep the other defaults. Installation and Administration Guide...
Page 156 Installing and configuring the External Web server Standard 2.0 Click Next. Result: The following window appears: Keep the default path, and click Install. Result: The installer starts copying the files. The following window appears: Nortel Networks Symposium Web Center Portal...
Page 157 July 2004 Installing and configuring the External Web server The Test Install Setup: Testing Installer Options window appears. Leave the port number as 8080. Enter a user name and password. Make note of the password you enter here; you may need it later. Click Next.
Page 158 Note: When you are creating these files, ensure that you de-select Hide file extensions for known file types, under Tools ➝ Folder Options. Make a copy of <TOMCAT_HOME>\conf\server.xml (where <TOMCAT_HOME> is the location in which you installed Apache Tomcat). Nortel Networks Symposium Web Center Portal...
Page 159 July 2004 Installing and configuring the External Web server Open <TOMCAT_HOME>\conf\server.xml with Notepad and look for the following line:  Comment out the connector (standalone Tomcat service) following this line by inserting ...
Page 160: Installing The Sample Customer Interface And Web Communications
To install the Sample Customer Interface and Web Communications components You can install the Sample Customer Interface and Web Communications component from the Symposium Web Center Portal SU05 CD-ROM, or you can download SU05 from https://transportvo.nortelnetworks.com/mpl/mpl. Nortel Networks Symposium Web Center Portal...
Page 161 From the Start menu, choose Programs ➝ Apache Tomcat 4.1 ➝ Stop Tomcat. Perform one of the following tasks: Insert the Nortel Networks Symposium Web Center Portal SU05 CD-ROM into the CD-ROM drive. Browse to the folder in which you downloaded SU05.
Page 162 Installing and configuring the External Web server Standard 2.0 Click Next. Result: The License Agreement window appears. Click Yes to accept the license agreement. Result: The following window appears: Nortel Networks Symposium Web Center Portal...
Page 163 Result: The following window appears: Select the setup type you are using, and then click Next. Note: Nortel Networks recommends that you use Apache Web Server and Tomcat servlet engine. If you are using any other web server, refer to the documentation provided with your web server and skip to step 14.
Page 164 JRun, refer to Appendix F, “Installing the External Web Server components with JRun and IIS.” Result: The following window appears: Select the version of Tomcat you are using, and then click Next. Result: The following window appears: Nortel Networks Symposium Web Center Portal...
Page 165 Result: The following window appears: Type the version number of the Apache Web Server you installed, and then click Next. Note: Nortel Networks recommends that you use Apache Web Server 2.0.49. Result: The following window appears: Installation and Administration Guide...
Page 166 Standard 2.0 Verify the path to the Apache2 directory, and then click Next. Result: The following window appears: Verify the path, and then click Next. Result: The Ready to Install the Program window appears. Nortel Networks Symposium Web Center Portal...
Page 167 Apache and JK2 documentation provided on the jakarta.apache.org web site. Install all of the necessary Symposium Web Center Portal PEPs and SUs, and then continue with the next procedure to configure Tomcat. For more information, refer to “Installing software Service Updates and PEPs” on page 134.
Page 168 Customer Interface directory, with Notepad. Search for MM_Sales. Between the Option tags, enter the value of at least one of the configured skillsets. These skillsets begin with the letters MM_, and they are case sensitive. Nortel Networks Symposium Web Center Portal...
Page 169 July 2004 Installing and configuring the External Web server Save your changes to the InsertTrans.html file. Restart Apache Tomcat. Start Internet Explorer on the computer on which you installed Apache Tomcat to browse to http://localhost/swcp-ci/login.html. Enter your details as a new customer and submit them. Choose one of the skillsets that you entered in step 3 and enter a query.
Page 170 Installing and configuring the External Web server Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 171: Installing And Configuring Agent Pcs
C h a p t e r 4 Installing and configuring agent PCs In this chapter Overview Configuring agent PCs for the TAPI Service Provider Installing the Portal Desktop Configuring the Agent Roaming feature Installation and Administration Guide...
Page 172: Overview
PCs for the TAPI Service Provider installing the Portal Desktop configuring the agent roaming feature Note: For information about reporting by agent, refer to the Nortel Networks Symposium Web Center Portal User Guide for Supervisors. Nortel Networks Symposium Web Center Portal...
Page 173: Configuring Agent Pcs For The Tapi Service Provider
July 2004 Installing and configuring agent PCs Configuring agent PCs for the TAPI Service Provider Introduction The TAPI Service Provider allows the TAPI client on the agent PCs to communicate with the TAPI server. This section explains how to run the TCMSetup program on the agent PCs.
Page 174 From the Windows Start menu, click Run. b. In the Open box, type dialer. Result: The Phone Dialer window appears. Choose Internet Directories ➝ My Network ➝ People. From the Edit menu, choose Options. Nortel Networks Symposium Web Center Portal...
Page 175 July 2004 Installing and configuring agent PCs The Options window appears. Click the Phone option button. In the Phone Calls drop-down box, check to see if any of the lines you created appear. Note: If phone lines appear in the drop-down list box under Line, then TAPI is configured.
Page 176 Under Dial As, select Phone Call. Type the number you want to call, and then click Place Call. Result: The following window appears and the phoneset rings. The test is complete. What’s next? Install the Portal Desktop. Nortel Networks Symposium Web Center Portal...
Page 177: Installing The Portal Desktop
SWCPLog folder (Read, Write, and Modify). The SWCPLog folder is usually located in C:\SWCPLog, where C: is the drive on which you installed the Symposium Web Center Portal components. For more information, refer to “To modify permissions on the SWCPLog folder”...
Page 178 CD-ROM) is required to run Java applications and applets on Windows. You must install J2SE 1.4.1 JRE on the Portal Server and the Agent PCs. Note: When you install a Symposium Web Center Portal Service Update from the Symposium Web Center Portal Service Update CD-ROM, it installs J2SE 1.4.2_03.
Page 179 July 2004 Installing and configuring agent PCs Log on to Windows using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. Result: The following window appears: Click 3rd Party Software.
Page 180 Installing and configuring agent PCs Standard 2.0 Click Java 2 Platform SE 1.4.1. Result: The License Agreement appears. Read the License Agreement, and then click Yes. Result: The Setup Type window appears. Nortel Networks Symposium Web Center Portal...
Page 181 July 2004 Installing and configuring agent PCs Choose Typical, and then click Next. Result: The Setup Status window appears. When the Setup Status window closes, the installation is complete. Installation and Administration Guide...
Page 182 To install the Portal Desktop Log on to Windows using the Local Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 183 July 2004 Installing and configuring agent PCs Click Install Components. Result: The following window appears: Click Portal Desktop. Result: The InstallShield Wizard Welcome window appears. Installation and Administration Guide...
Page 184 Installing and configuring agent PCs Standard 2.0 Click Next. Result: The License Agreement window appears. Click Yes to accept the terms of the license agreement. Result: The Customer Information window appears. Nortel Networks Symposium Web Center Portal...
Page 185 July 2004 Installing and configuring agent PCs Type your name and the name of the company, and then click Next. Result: The Portal Agent Interface Server window appears. Type the host name of the computer on which you installed the Agent Interface Server, and then click Next.
Page 186 Result: The Choose Destination Location window appears. Confirm the path to the destination location, and then click Next. Result: The Ready to Install the Program window appears. Click Install. Result: The Setup Status window appears. Nortel Networks Symposium Web Center Portal...
Page 187 ID you created. For more information, refer to your Symposium Call Center Server documentation. To configure agent access to Symposium Web Center Portal, you must change the ActiveX controls and plug-ins on the agent PCs. Installation and Administration Guide...
Page 188 Note: If the Agent PCs have Internet access, do not allow Internet Explorer to update the JRE when it tries to open the Java Applet Window. Symposium Web Center Portal only supports up to JRE 1.4.2_03, which may not be the latest version available from Sun. Nortel Networks Symposium Web Center Portal...
Page 189 Click Login. Result: The system verifies your ID and password, logs you on to Symposium Web Center Portal, and logs you on to Symposium Call Center Server through your phoneset. Note: If you are already logged on through your phoneset, the system prompts you to log off first, and then reenter your ID and password.
Page 190: Configuring The Agent Roaming Feature
Symposium Web Center Portal Agent Interface server. To run the Agent Roaming configuration utility Log on to the agent’s PC as the Local Administrator. From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Desktop ➝ Agent Roaming Configuration.
Page 191 Portal Agent Interface server. Click Update. What’s next? Proceed to Chapter 5, “Configuring Symposium Web Center Portal for e-mail and telephony integration,” to configure the DTH for TAPI DTH and the Transaction Monitor parameters...
Page 192 Installing and configuring agent PCs Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 193: Configuring Symposium Web Center Portal For E-Mail And Telephony Integration
C h a p t e r 5 Configuring Symposium Web Center Portal for e-mail and telephony integration In this chapter Overview Configuring the DTH for TAPI Configuring the DTH and the Transaction Monitor parameters Configuring the Host Data Exchange service Network configuration Changing the default values for the Portal Agent Interface Configuring the handling of canceled transactions...
Page 194: Overview
Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 Overview After you complete the installation of the Symposium Web Center Portal components, you must configure your system for e-mail and telephony integration using the procedures in this chapter.
Page 195: Configuring The Dth For Tapi
ACD calls. Symposium Call Center Server processes these calls, and blends them with existing call center traffic. The DTH works in push mode: it scans the Symposium Web Center Portal database at regular intervals for New and New Reply web-based or e-mail transactions and pushes these transactions to the agents.
Page 196 Note: The new user must only be a member of the Domain Users’ Group. The new user is created in the Domain Controller. The computer on which you installed the Symposium Web Center Portal database must be a member of the domain. The account must not cross domain boundaries.
Page 197 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration a. Browse to the account you just created. Note: You must have a password for this account. b. Reenter the account password for this account, and then click Apply.
Page 198 Symposium TAPI Service Provider for Succession 3.0 To run TCMSETUP The computer on which the DTH is installed (Symposium Web Center Portal server) must be TAPI-enabled. You must run TCMSETUP on this computer. For more information, refer to “Symposium Web Center Portal telephony components”...
Page 199 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration Log on to the Portal Server using the local Windows Administrator user ID. On the Start menu, click Run. In the Open box, type TCMSETUP /c SERVERNAME, where SERVERNAME is the name of the server where the TAPI Service Provider is installed.
Page 200 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 d. Click the plus sign (+) beside My Network. e. Click the plus sign (+) beside People. From the Edit menu, choose Options. Result: The Options window appears.
Page 201 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration Using Symposium Web Center Portal DTH with Symposium Call Center Server Call Presentation Classes The following table provides an overview of the Symposium Call Center Server Presentation Classes (forced/not forced) and how they correspond with the DTH modes (keep call/drop call).
Page 202 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 From the Start menu, choose Programs ➝ Administrative Tools ➝ Services. Right-click SWCP Dynamic Transaction Handler, and then click Stop. To start the DTH service If, at any time, you need to start the DTH service, use the following procedure: From the Start menu, choose Programs ➝...
Page 203: Configuring The Dth And The Transaction Monitor Parameters
Number of Contacts Acquired – The maximum number of contacts acquired during one polling interval. Nortel Networks recommends that you keep the default value of 2 in the Number of Contacts Acquired box. This ensures that one contact is acquired per skillset while the other contact is in a Queued state. If you want to change this value, contact Nortel Networks.
Page 204 Time Out” on page 210. Not Ready Reason Codes DTH Support – Determines whether you are using Not Ready Reason codes with Symposium Web Center Portal. If Not Ready Reason codes are implemented, these codes are entered into the system every time an agent goes into the Not Ready state (for example, when the agent accepts a transaction in Drop mode or when an agent opens a transaction in the Workbook).
Page 205 Acquired, Maximum Queued, and Maximum Open timers have expired. It updates these transactions so they can be reprocessed by the DTH. Nortel Networks recommends that you do not change the default parameter for the polling interval. The polling interval is the time in minutes between Transaction Monitor updates.
Page 206 To configure the settings for the Transaction Monitor and the DTH From the Start menu on the Portal Server, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Server ➝ DTH & Transaction Monitor Configurator. Result: The DTH & Transaction Monitor Configurator window appears.
Page 207 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration Choose whether you want to enable or disable the Not Ready Reason Code feature. ATTENTION If you change the status of the Not Ready Reason Codes to enabled when agents are already logged in, you must log off the agents, shut down the Portal Desktop, and then log the agents back on again.
Page 208 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 Click the Call-back Settings tab. Result: The following window appears: In the Call-back Window box, enter the maximum time (in minutes) that contacts are acquired and queued before their call-back time to ensure that the contact makes its way through the Symposium Call Center Server queuing to an agent in time for the call back.
Page 209 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration Click the Advanced Settings tab. Result: The following window appears: Enter the settings you require. Maximum Open Duration The maximum time (in minutes) that an agent can have a contact open on his or her desktop. This setting ensures that an agent handles the contact appropriately (setting it to Pending or Closed) within a reasonable amount of time.
Page 210 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 Maximum Queued Duration The maximum length (in minutes) a Dynamic Transaction Handler (DTH) call can remain in the queue within the Symposium Call Center Server or the Symposium Express Call Center environment.
Page 211 Maximum Queued Duration from Symposium Web Center Portal and incorporate this value into the timers within the Symposium Web Center Portal specific scripts. You can use the AGE OF CALL intrinsic and the call command DISCONNECT to configure the Maximum Queued Duration in the Symposium Call Center Server scripts.
Page 212 Center Server. When a skillset goes In-Service, the DTH begins to queue contacts associated with that skillset to Symposium Call Center Server. The DTH Scheduler functionality in Symposium Web Center Portal Release 4.0 provides you with two options for controlling calls from the DTH:...
Page 213 In-Service. To configure the DTH Scheduler Before you begin, you must follow the procedure in the Nortel Networks Symposium Call Center Server Administrator’s Guide to add a desktop user account to Symposium Call Center Server. When you are prompted, change the default password to one that complies with your security settings.
Page 214 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 From the Start menu on the Portal Server, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Server ➝ DTH & Transaction Monitor Configurator. Result: The DTH & Transaction Monitor Configurator window appears.
Page 215 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration Click the DTH Scheduler Settings tab. Result: The following window appears: Select either Enabled or Disabled for Schedule by DTH. In the SCCS User ID box, enter the user ID you created on the Symposium Call Center Server.
Page 216: Configuring The Host Data Exchange Service
Note: When a New Reply to a Closed or Pending transaction is received by Symposium Web Center Portal, the Agent ID of the last agent to deal with the transaction is retrieved by HDX, allowing the Symposium Call Center Server scripts to route the call directly to that agent.
Page 217 Configuring Symposium Web Center Portal for e-mail and telephony integration To configure the HDX Client From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Server ➝ Host Data Exchange Configurator. Result: The HDX Client Configuration window appears.
Page 218 Center Server is restarted, it regenerates a file called NIDXServer_ior.ref on drive C. You can copy the file over manually (either by floppy or network share), and use it to connect Symposium Web Center Portal to Symposium Call Center Server. It changes every time TFA is restarted.
Page 219: Network Configuration
This section provides an overview of Symposium Web Center Portal in a networked environment. When Symposium Web Center Portal Release 4.0 is set up in a networked environment, it connects to a single Symposium Call Center Server node (referred to as the Primary node in this document) in the system. You can use network multimedia skillsets to route contacts to agents across the network from this node.
Page 220 “Configuring the DTH Scheduler” on page 212). A network skillset appears as Out of Service at the Primary node if no local agents are logged on and Symposium Web Center Portal will not attempt to queue any contacts to it. Nortel Networks Symposium Web Center Portal...
Page 221 Configuring Symposium Web Center Portal for e-mail and telephony integration In Symposium Web Center Portal, multimedia agents at remote sites must log on to Symposium Web Center Portal through the Portal Desktop at the Primary node (although they use a TAPI line from their local TAPI server).
Page 222 Symposium Web Center Portal only pulls agent information from SCCS1 through the OAM interface, thereby allowing these agents to log on to the Symposium Web Center Portal Agent Interface workbook and view their transactions. In the above example, the skillsets assigned to an SCCS1 agent are the skillsets they see on the workbook.
Page 223 Symposium Web Center Portal call flow with network skillsets The call flow in a networked environment is similar to that for a single node Symposium Web Center Portal. The flow for a call presented to a network skillset is as follows: A new contact arrives in Symposium Web Center Portal and a skillset is assigned to it by the rules engine.
Page 224 WAN, as the speech path is silent for these network contacts. Symposium Web Center Portal cannot detect in advance of an attempt to queue a contact if a given network skillset is Out of Service at all the nodes in the network.
Page 225: Changing The Default Values For The Portal Agent Interface
Note: By default, the automatic refresh feature is turned off. Nortel Networks recommends that you do not use automatic refresh or that you use it sparingly.
Page 226: Configuring The Handling Of Canceled Transactions
***************************************************** Const TXN_CLOSING_DEFAULT_BEHAVIOUR = true ***************************************************** If you do not want Symposium Web Center Portal to place the transaction into the Pending state when the agent closes a transaction without saving, Nortel Networks Symposium Web Center Portal...
Page 227 July 2004 Configuring Symposium Web Center Portal for e-mail and telephony integration change Const TXN_CLOSING_DEFAULT_BEHAVIOUR = true to Const TXN_CLOSING_DEFAULT_BEHAVIOUR = false. When you set the TXN_CLOSING_DEFAUL_BEHAVIOR parameter to false, canceled transactions that are not saved first are returned to their original state (New or New Reply) and are returned to the queue.
Page 228 Configuring Symposium Web Center Portal for e-mail and telephony integration Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 229: Configuring E-Mail For Symposium Web Center Portal
C h a p t e r 6 Configuring e-mail for Symposium Web Center Portal In this chapter Overview Configuring mailboxes for Symposium Web Center Portal Configuring outbound mailboxes Barring e-mail addresses Configuring the e-mail settings Adding and deleting an e-mail server...
Page 230: Overview
Standard 2.0 Overview Introduction Symposium Web Center Portal fully integrates Internet e-mail messages into your call center agents’ workflow. E-mails are sent to the appropriate agent using intelligent routing. Follow the steps in the Email Manager checklist to configure your Email Manager (see“Email Manager checklist” on page 537).
Page 231 (for example, a disclaimer). Auto-signature is on a per skillset basis. To log on to the Email Manager From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Administration Tools ➝ Portal Administrator.
Page 232 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Click the plus sign (+) next to E-mail Administration, and then double-click E-Mail Configuration. Result: The E-Mail Configuration window appears. Nortel Networks Symposium Web Center Portal...
Page 233: Configuring Mailboxes For Symposium Web Center Portal
Center Portal Introduction Symposium Web Center Portal polls the list of mailboxes defined in the inbox list. The e-mails retrieved from these mailboxes are routed based on what rules are defined for the To address. Follow the procedure in this section to configure a mailbox.
Page 234 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Click the plus sign (+) next to E-mail Administration, and then double-click E-Mail Configuration. Result: The E-Mail Configuration window appears. Nortel Networks Symposium Web Center Portal...
Page 235 July 2004 Configuring e-mail for Symposium Web Center Portal Click New Mailbox. Result: The New Mailbox window appears. Enter the following information: Mailbox: Type the name of a mailbox set up on the POP3 server. Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server.
Page 236 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Enabled: Check this box to enable the mailbox. When enabled, this mailbox is included in the set of mailboxes from which incoming e-mail is retrieved. If disabled, this mailbox is ignored by the retrieval process.
Page 237: Configuring Outbound Mailboxes
July 2004 Configuring e-mail for Symposium Web Center Portal Configuring outbound mailboxes Introduction This section provides information about configuring outbound mailboxes. Agents are assigned to skillsets, not mailboxes, so you must ensure that the correct skillsets are mapped to the proper mailboxes.
Page 238 If you are using aliases to prevent third-party relay through your e-mail server, you must enable SMTP Authentication on that e-mail server. When adding that SMTP server to the Symposium Web Center Portal Administrator, you must select the SMTP Authentication option. In doing so, any inboxes that are set up on that e-mail server have the SMTP Authentication enabled.
Page 239 July 2004 Configuring e-mail for Symposium Web Center Portal To configure the outbound mailboxes Log on to the Portal Administrator. Click the plus sign (+) next to E-mail Administration. Double-click E-mail Configuration. Click the Outbox Setup tab. Result: The following window appears: Select a skillset, and then click Set Mapping.
Page 240 Configuring e-mail for Symposium Web Center Portal Standard 2.0 In the When agents respond to contacts on this skillset box, ensure the skillset you want to map to the outbox is selected. Select or de-select the Set the From Address as the Original Delivery Address as necessary.
Page 241: Barring E-Mail Addresses
Configuring e-mail for Symposium Web Center Portal Barring e-mail addresses Introduction This section provides procedures to configure Symposium Web Center Portal to bar certain e-mail addresses. Barring e-mail addresses prevents automatic replies and agents from sending e-mails to specified addresses (such as System Administrator accounts).
Page 242 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Click New Address. Result: The Barred Email Address window appears. Type the e-mail address you want to block, and then click Save. The address appears in the list of Barred Addresses.
Page 243: Configuring The E-Mail Settings
July 2004 Configuring e-mail for Symposium Web Center Portal Configuring the e-mail settings Introduction Follow the procedures in this section to configure the e-mail settings for the mailbox parameters, mailbox scan interval, and the attachment files. To configure the mailbox parameters Log on to the Portal Administrator.
Page 244 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Mailbox Scan Interval: Enter the interval between e-mail scans in minutes and seconds. The minimum acceptable polling interval is 1 minute. The maximum acceptable polling interval is 1440 minutes. Note: The Symposium Email Manager scans the database for inbound e-mail and outbound e-mail at set intervals.
Page 245: Adding And Deleting An E-Mail Server
Secondary e-mail servers If your system cannot log on to a mailbox, Symposium Web Center Portal attempts to connect to the secondary POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP host is used. For this to work properly, you must ensure that the secondary e-mail servers mirror each other with identical mailbox names, passwords, and SMTP authentication settings.
Page 246 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Click the Email Servers tab. Result: The following window apprears: Click New Server. Result: The Email Server window appears. Enter the following information: Primary Hostname: Type the host name of the e-mail server you want to add.
Page 247 July 2004 Configuring e-mail for Symposium Web Center Portal Server Type: Choose either POP3 or SMTP as your server type. Port Number: Enter the port number for the e-mail server you are adding. Secondary Hostname: Enter the host name for your alternate secondary e-mail server.
Page 248: Setting Up An Auto-Response
Configuring e-mail for Symposium Web Center Portal Standard 2.0 Setting up an auto-response Introduction Symposium Email Manager can send automated responses to customers’ e-mails. These responses acknowledge the receipt of an e-mail. There are two kinds of auto-responses, an auto-acknowledgement, and an auto-reply: An auto-acknowledgement is a general response to an e-mail.
Page 249 July 2004 Configuring e-mail for Symposium Web Center Portal To create an auto-response Note: When you add text to an auto-response, ensure that you use plain text, fixed font. Log on to the Portal Administrator. Click the plus sign (+) next to E-mail Administration.
Page 250 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Enter the following information: Name: Type the unique name of the auto-response. You should use a descriptive name to ensure that the correct auto-response is assigned to the skillset or rule.
Page 251 July 2004 Configuring e-mail for Symposium Web Center Portal Click Edit. Result: The Edit Auto-response window appears. Choose Insert ➝ Date. Select a date and time format, and then click Insert. Result: The code for the date or time appears in the message. Symposium Email Manager inserts the current date or time when it sends the message.
Page 252 Note: Ensure that when you create new attachment .txt files, you save them with UTF-8 encoding as well. To add an attachment to an auto-response Log on to the Symposium Web Center Portal Administrator. Click the plus sign (+) next to E-mail Administration. Nortel Networks Symposium Web Center Portal...
Page 253 July 2004 Configuring e-mail for Symposium Web Center Portal Double-click Auto Responses. Result: The Auto-Responses window appears. Select the auto-response to which you want to add an attachment. Click Edit. Result: The Edit Auto Response window appears. Choose Insert ➝ Attach files.
Page 254: Setting Up Personalized Signatures
To create personalized signatures Log on to Symposium Web Center Portal Administrator. Click the plus sign (+) next to E-mail Administration. Double-click Personalized Signatures. Result: The Personalized Signatures window appears.
Page 255 Personalized Signatures box. Click Save Changes, and then click Close. To create a personalized signature template Log on to the Symposium Web Center Portal Administrator. Click the plus sign (+) next to E-mail Administration. Double-click Personalized Signatures. Choose File ➝ New Template.
Page 256: Configuring E-Mail Attachment Directories
Inbound files If an e-mail message arrives with an attached file, the message portion is inserted into the Symposium Web Center Portal database. The attached file is stored in the designated directory (SWCPMail). You can configure the directory in which the attachments are stored by using the E-Mail Configuration window on the Settings tab in the Administrator.
Page 257 SWCPMail directory there are two subdirectories: Inbound and Outbound. You only enable sharing on the SWCPMail folder, not on the subdirectories.) Log on to the Symposium Web Center Portal server with local Administrator privileges. Open Windows Explorer, and then locate the ..\SWCPMail folder (where SWCPMail is the name of the e-mail attachment folder).
Page 258 Complete this procedure to define the path to the shared folders for the inbound and outbound file attachment directories. From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Administration Tools ➝ Portal Administrator.
Page 259: Running The Symposium Email Manager
July 2004 Configuring e-mail for Symposium Web Center Portal Running the Symposium Email Manager Introduction Symposium Email Manager runs as a Windows Service. When you install the Email Manager service, the service is set to manual. This allows you to configure the service.
Page 260 Configuring e-mail for Symposium Web Center Portal Standard 2.0 From the Windows Start menu, choose Programs ➝ Administrative Tools ➝ Services. Right-click the SWCP Email Manager service, and then click Properties. Result: The SWCP Email Manager Properties (Local Computer) window appears.
Page 261 The default value for the Log On is Local System account. You can keep the default setting if the location of the attachment directory is on the same domain as the Symposium Web Center Portal server. If the Email Manager and the attachment directory are in separate domains, you must specify an...
Page 262: Adding String Filters
By default, no filters are configured. Note: Filter strings allow regular expressions. For more information about regular expressions, refer to the Java Sun web site. Navigate to the mailfilter.xml file (usually found in C:\Program Files\Nortel Networks\Symposium Web Center Portal\Portal Server\Email Manager\Service).
Page 263: Symposium Email Manager Memory Management Utility
July 2004 Configuring e-mail for Symposium Web Center Portal Symposium Email Manager Memory Management utility Introduction The Symposium Email Manager Memory Management utility allows you to change the amount of memory allocated to the Email Manager. The mechanism by which inbound e-mails are processed requires that they are held in memory for a brief time while they are decoded and processed.
Page 264 Configuring e-mail for Symposium Web Center Portal Standard 2.0 To configure the memory allocation for e-mail Browse to C:\Program Files\Nortel Networks\Symposium Web Center Portal\Portal Server\Email Manager\Utilities\EmailMemory.exe. Double-click EmailMemory.exe. Result: The Memory Allocation window appears. Make the necessary changes, and then click OK.
Page 265 July 2004 Configuring e-mail for Symposium Web Center Portal Memory adjustment: 1.2 (this factor actually decreases slightly the larger the mail is, but it has been left as a fixed value) Buffer memory: 20 Mbytes Note: When the following subsections specify an attachment size, they refer to the total size of all attachments in an e-mail, where the e-mail contains multiple attachments.
Page 266 Configuring e-mail for Symposium Web Center Portal Standard 2.0 Attachment sizes Min JVM sizes (Mbytes) (Mbytes) 113.6 129.2 144.8 160.4 Nortel Networks Symposium Web Center Portal...
Page 267: Symposium Web Center Portal Rules Administration
C h a p t e r 7 Symposium Web Center Portal Rules Administration In this chapter Overview Rule administration Keyword groups Creating a default rule Creating delivery failure rules Creating rules Editing rules Installation and Administration Guide...
Page 268: Overview
Overview Introduction Symposium Web Center Portal Release 4.0 uses rules to route e-mail contacts. Rules, in conjunction with Symposium Call Center Server scripting, are used to route an e-mail based on the attributes of the To address, From address, and keywords or phrases from the Subject field or the body of the e-mail.
Page 269 July 2004 Symposium Web Center Portal Rules Administration To address — The To address of the inbox that receives the e-mail when the rule succeeds. Only applies to inbound e-mails with this To address. You also have the option to apply the rule to all inbound e-mails, regardless of the To address.
Page 270 Symposium Web Center Portal Rules Administration Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 271: Rule Administration
July 2004 Symposium Web Center Portal Rules Administration Rule administration Introduction A rule is built from a combination of a To address test a From address up to three keyword groups Each rule results in the selection of a Symposium Call Center Server skillset, application (optional), and an auto-response (optional).
Page 272 Any other rules under All, in order of sequence. The All rule matches a To address to a skillset. Nortel Networks recommends that you create an All rule for every To address into which the system receives e-mails. Rules matching the e-mail To address, in order of sequence.
Page 273 July 2004 Symposium Web Center Portal Rules Administration eate a default rule. For more information, refer to “Creating a default rule” on page 281. Create any required delivery failure rules. For more information, refer to “To create a delivery failure rule” on page 287.
Page 274 Symposium Web Center Portal Rules Administration Standard 2.0 Disabled—The rule is not executed. It appears in gray on the table Invalid—The rule is no longer valid and so it is not executed. It appears in red on the table. The deletion by Symposium Call Center Server of skillsets or applications causes a rule to become invalid.
Page 275 July 2004 Symposium Web Center Portal Rules Administration reason for this is determined, you must change the rules to block similar e-mails from getting to the default rule. Installation and Administration Guide...
Page 276: Keyword Groups
To create a new keyword group Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Nortel Networks Symposium Web Center Portal...
Page 277 July 2004 Symposium Web Center Portal Rules Administration Click the plus sign (+) next to Rule Configurator. Result: The following window appears: Double-click Rule Administration. Installation and Administration Guide...
Page 278 Symposium Web Center Portal Rules Administration Standard 2.0 Click the Keyword Groups tab. Result: The following window appears: Click New. Result: The New Keyword Group window appears. In the Keyword Group Name box, type a unique name for the keyword group (maximum 64 characters long).
Page 279 Click Save. To remove a keyword from a keyword group Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to Rule Configurator. Double-click Rule Administration. Click the Keyword Groups tab.
Page 280 Symposium Web Center Portal Rules Administration Standard 2.0 Select a keyword group from the list provided, and then click Edit. Result: The New Keyword Group window appears, including a list of the keywords currently associated with the keyword group. Select the keyword or expression from the list, and then click Remove.
Page 281: Creating A Default Rule
You can assign an application and an auto-reply to the default rule. Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to Rule Configurator. Double-click General Rule Settings.
Page 282 Symposium Web Center Portal Rules Administration Standard 2.0 Click Select Skillset. Result: The Select Skillset window appears. Select a skillset, and then click Apply. Result: If an auto-acknowledgment is assigned to the skillset, the name of the auto-acknowledgment appears in the Assigned Auto-Acknowledgement box on the Select Skillset window.
Page 283 July 2004 Symposium Web Center Portal Rules Administration On the Default Rule tab, click Select Application. Result: The Select Application window appears. Select an application, click Apply, and then click Save If you want to choose an auto-response for the rule, on the Default Rule tab, click Select Auto-Reply (optional).
Page 284 Click Save. To search for keywords in e-mails Symposium Web Center Portal can search an e-mail for keywords in the subject text and body text. The number of characters to search in the message body can be entered in the message body section of the Message Search tab.
Page 285 July 2004 Symposium Web Center Portal Rules Administration Click the plus sign (+) next to Rule Configurator. Result: The following window appears: Double-click General Rule Settings. Installation and Administration Guide...
Page 286 Symposium Web Center Portal Rules Administration Standard 2.0 On the General Rule Settings window, click the Message Search tab. Result: The following window appears: Check Search Message Body. In the Message Body section of the Message Search tab, enter the number of characters you want to search in the body of the e-mail.
Page 287: Creating Delivery Failure Rules
If you do not configure a delivery failure rule, you may receive e-mail loops due to the undeliverable e-mail being auto-replied. To create a delivery failure rule Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Installation and Administration Guide...
Page 288 Symposium Web Center Portal Rules Administration Standard 2.0 Click the plus sign (+) next to Rule Configurator. Result: The following window appears: Double-click General Rule Settings. Nortel Networks Symposium Web Center Portal...
Page 289 Result: The New Rule window appears. In the Rule Name box, type a unique descriptive name for the rule you want to create (maximum of 64 characters). Nortel Networks recommends that you call this rule “delivery failure rule.” In the Priority drop-down list, select a DTH priority for the rule that will be assigned to the transaction.
Page 290 Symposium Web Center Portal Rules Administration Standard 2.0 Click the Skillset tab, and then assign a skillset for the delivery failure rule. ATTENTION Do not assign an auto-reply to a delivery failure rule. If you assign an auto-reply to a delivery failure rule, you may receive e-mail loops due to the undeliverable e-mail being auto-replied.
Page 291 July 2004 Symposium Web Center Portal Rules Administration mail.loopdetectionintervallimit=Y Note: The default values X and Y are 10 and 3; therefore, if you receive 10 e-mails in 30 minutes from the same source, the 10th and subsequent e-mails are not responded to. The responses recommence when 30 minutes expires.
Page 292: Creating Rules
From address, and an auto-reply. To create a new rule Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to Rule Configurator. Result: The following window appears:...
Page 293 July 2004 Symposium Web Center Portal Rules Administration Double-click Rule Administration. Result: The Rule Administration window appears. Note: The All option at the top of the list applies to the rules that are assigned to all the e-mail messages (regardless of the To address).
Page 294 Symposium Web Center Portal Rules Administration Standard 2.0 In the Rule Name box, type a unique, descriptive name for the rule you want to create (maximum of 64 characters.) In the Priority drop-down list, select a DTH priority for the rule that will be assigned to the transaction.
Page 295 July 2004 Symposium Web Center Portal Rules Administration Select an address from the list of addresses on the To Address tab to assign a mailbox to the new rule. Click Apply. Result: The address is removed from the list. It appears in the text field at the bottom of the window.
Page 296 Symposium Web Center Portal Rules Administration Standard 2.0 To organize the rules assigned to a To address On the Rule Administration window, click a To address. Result: A table with all the rules to which the To address is assigned appears.
Page 297 July 2004 Symposium Web Center Portal Rules Administration Repeat steps 2 and 3 until you have added all of the keyword groups you require. Note: To create a new keyword group, refer to “To create a new keyword group” on page 276.
Page 298 Symposium Web Center Portal Rules Administration Standard 2.0 In the Enter a Search String box, type a character from the address you want to look up, and then click Lookup. This enables you to look up addresses from the list of customer addresses.
Page 299 July 2004 Symposium Web Center Portal Rules Administration Select a skillset from the Select Skillset list, and then click Apply. Result: If an auto-acknowledgment is assigned to the skillset, then the name of the auto-acknowledgement assigned to the skillset appears in the Assigned Auto-Acknowledgement box.
Page 300 Symposium Call Center Server. The Master script checks the CDNs and executes the MM_SWCP_Sales script. The script performs an HDX lookup to the Symposium Web Center Portal database. It is determined that this customer is a Gold customer and should receive special treatment.
Page 301 July 2004 Symposium Web Center Portal Rules Administration Select a reply from the list provided, and then click Apply. Result: The name of the reply appears in the text box at the bottom of the window. If you want to close the transaction after you send the auto-reply, check the Close Transaction box.
Page 302: Editing Rules
Symposium Web Center Portal Rules Administration Standard 2.0 Editing rules Introduction Follow the procedures in this section to edit, enable, disable, or delete rules. To edit a rule On the Rule Administration window, select a rule from the list provided, and then click Edit.
Page 303 July 2004 Symposium Web Center Portal Rules Administration To enable or disable multiple rules On the Rule Administration window, select a rule from the list provided, and then click Edit. Result: The Edit Rule window appears. On the Edit Rule window, check or clear the Enabled checkbox as required.
Page 304 Symposium Web Center Portal Rules Administration Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 305: Symposium Web Center Portal Administrative Tools
Managing skillsets Closed Reason Codes Managing users Changing passwords in Symposium Web Center Portal Administering customer details Configuring the Spell Checker feature Configuring the settings for Symposium Web Center Portal servers Configuring the Address Book feature Installation and Administration Guide...
Page 306: Overview
IDs in Symposium Call Center Server or Symposium Express Call Center. Operations and Administration Maintenance The data for agents and skillsets in Symposium Web Center Portal is imported from Symposium Call Center Server or Symposium Express Call Center along with other configuration items (for example, application names, agent-to-skillset mapping and agent-to-supervisor mapping).
Page 307: Understanding User Access Classes
Symposium Call Center Server. Access classes, defined in Symposium Call Center Server, control the permissions of users who are logged on to Symposium Web Center Portal. Each user must belong to either the Call Center Agent class, Call Center Supervisor class, or both. For more information about Symposium Call Center Server access classes, refer to the Nortel Networks Symposium Call Center Server Administrator’s Guide.
Page 308 Call Center Agent and Call Center Supervisor. A Symposium Web Center Portal supervisor can perform the following tasks: Use the Portal Desktop to log on to the Agent Workbook. View associated transactions.
Page 309: Logging On To The Portal Administrator
Default user ID The first time you log on to the Portal Administrator, use the default user ID “SysAdmin,” and the password “Nortel.” You should create a user ID with administrative privileges for future use. To log on to the Portal Administrator From the Windows Start menu, choose Programs ➝...
Page 310 To change font options You can change the font options to support internationalization on your personal signatures, auto-responses, and keywords. Log on to the Symposium Web Center Portal - Administrator window. Choose Utilities ➝ Options. Result: The Font Options window appears.
Page 311 July 2004 Symposium Web Center Portal Administrative tools In the Font Name box, select the font you want to use. In the Font Size box, select the size of font you want to use. In the Font Alignment drop-down menu, select the Alignment you want to use.
Page 312: Managing Skillsets
You cannot use the euro symbol in a skillset name or a customer name. To view skillset properties Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to System Administration. Nortel Networks Symposium Web Center Portal...
Page 313 July 2004 Symposium Web Center Portal Administrative tools Double-click Skillsets. Result: The Skillsets window appears. Select a skillset, and then click Properties. Result: The Skillset Properties window appears. The skillsets are retrieved from Symposium Call Center Server. The priority is defined in the rule assigned to the skillset.
Page 314 Standard 2.0 To assign an auto-acknowledgment to a skillset Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to System Administration. Double-click Skillsets. Result: The Skillsets window appears.
Page 315 July 2004 Symposium Web Center Portal Administrative tools The Skillset Properties window appears. Click the Acknowledgement tab. Result: The following window appears: Installation and Administration Guide...
Page 316 You must assign a CDN to a skillset for skill-based routing to function properly. Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to System Administration.
Page 317 Server as a CDN but do not attempt to acquire the phantom DN as acquisition of the resource will fail. Since the phantom DN is configured as a CDN, Symposium Web Center Portal picks up the DN and makes it available from the CDN drop-down list under Skillset Properties. In Symposium Call Center Server, write your script to screen based on DIALED DN (which is the phantom DN in this case) versus CDN.
Page 318: Closed Reason Codes
Standard 2.0 Closed Reason Codes Introduction Symposium Web Center Portal allows you to add Closed Reason Codes as alternative closed states that describe the reason for closing the transaction. The Closed Reason Code with the lowest numeric value becomes the default;...
Page 319 To delete a Closed Reason Code Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to System Administration. Click the plus sign (+) next to System Administration.
Page 320: Managing Users
Administrator IDs from Symposium Web Center Portal. Follow the procedures in this section to use the Symposium Web Center Portal Administrator to manage the users in your system.
Page 321 July 2004 Symposium Web Center Portal Administrative tools Select a user, and then click Properties. Result: The Edit Agent window appears. Note: You cannot edit the information on this window. The information in this window is configured in Symposium Call Center Server.
Page 322 View the skillsets assigned to the agent, and then click Save. To add administrators Log on to the Portal Administrator with the Administrator ID. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to User/Customer Administration. Nortel Networks Symposium Web Center Portal...
Page 323 Symposium Web Center Portal Administrative tools Double-click Users. Result: The Users window appears. Click New. The New Administrator window appears. Enter the identification details for the new Symposium Web Center Portal administrator. Click Set Password. Enter and confirm your password. Installation and Administration Guide...
Page 324 Enter the contact details for the new administrator, and then click Save. To delete administrators Log on to the Portal Administrator with the Administrator ID. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to User/Customer Administration. Nortel Networks Symposium Web Center Portal...
Page 325 July 2004 Symposium Web Center Portal Administrative tools Double-click Users. Result: The Users window appears. Select the administrator you want to delete, and then click Delete. Click Close to exit the Users window. Installation and Administration Guide...
Page 326: Changing Passwords In Symposium Web Center Portal
Agent user IDs and passwords for Symposium Web Center Portal are created in Symposium Call Center Server or Symposium Express Call Center. From Symposium Web Center Portal, you can view the status of the agent in the call center, and you can change the passwords of the agents in the call center.
Page 327 July 2004 Symposium Web Center Portal Administrative tools Click Properties. Result: The following window appears. Click Reset Password. Result: The Set Password window appears. Type the new password, and then confirm the new password. Result: For security reasons, asterisks replace the password characters as you type.
Page 328: Administering Customer Details
Customer Listing window, you can view the list of customers and edit the customer’s details. Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to User/Customer Administration. Double-click Customer Listing.
Page 329 July 2004 Symposium Web Center Portal Administrative tools Click Properties. Result: The Customer Properties window appears. Make the required changes to the information about the customer. Note: You cannot edit the information in the Customer ID box and the Username box.
Page 330: Configuring The Spell Checker Feature
Symposium Web Center Portal. Internationalization For this release of Symposium Web Center Portal, the Agent Interface can display international character sets for inbound correspondence from the Web or e-mail, as well as for outbound agent-to-customer replies in the form of an e-mail or general response.
Page 331 July 2004 Symposium Web Center Portal Administrative tools Romanian Hungarian Polish Traditional Chinese Simplified Chinese Japanese To ensure international character sets are displayed properly, the agent’s PC must have the appropriate local fonts installed and the agent’s web browser must be configured to display Unicode (UTF-8).
Page 332 Note: Symposium Web Center Portal does not provide support for the French ligature “oe” in e-mail text and subject lines.
Page 333 Symposium Web Center Portal Administrative tools To add a word to the spell checker From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Agent Interface ➝ Spell Check Administration. Result: The Maintain User Lexicon window appears.
Page 334: Configuring The Settings For Symposium Web Center Portal Servers
Configuring the settings for Symposium Web Center Portal servers Introduction After you install all the Symposium Web Center Portal components, you can verify and edit the host name and port number of a server. To configure the settings for a Symposium Web Center Portal server Log on to the Portal Administrator.
Page 335 Follow the procedure below if the host name of your Symposium Call Center Server changed. Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to Server Administration. Installation and Administration Guide...
Page 336 Symposium Web Center Portal Administrative tools Standard 2.0 Double-click Server Configuration. Result: The Server Configuration window appears. Double-click the Call Center Server. Result: The Server Properties window appears. Change the name of the Symposium Call Center Server and the port number of the server as required.
Page 337 July 2004 Symposium Web Center Portal Administrative tools From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Server ➝ Host Data Exchange Configurator. Result: The HDX Client Configuration window appears. Ensure that the name in the SCCS Sitename box is correct.
Page 338: Configuring The Address Book Feature
Configuring the Address Book feature Introduction Symposium Web Center Portal includes an LDAP client that is used to retrieve e-mail information from the LDAP server (e-mail server). The Address Book allows you to view all the e-mail addresses retrieved by Symposium Web Center Portal from the LDAP server.
Page 339 July 2004 Symposium Web Center Portal Administrative tools Double-click Address Book Configuration. Result: The Address Book Administration window appears. Verify the address of the server. If you want to change the address of the server, click Edit Server. Result: The Server Properties window appears.
Page 340 (such as Bob Simpson) on the e-mail server. Nortel Networks recommends that you leave the Search Base Value box blank; the Address Book uses the default value to search from the root node of the LDAP server.
Page 341 July 2004 Symposium Web Center Portal Administrative tools Click Test LDAP Connection. Result: A message appears indicating that the connection was successful. If the message indicates that the connection was not a success, repeat steps 4 to 12. After you configure the Address Book and the test LDAP connection returns a successful message, you must start the SWCP Address Book Manager service on the Portal Server, and set it to automatic.
Page 342 Symposium Web Center Portal Administrative tools Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 343: Managing Web Communications
C h a p t e r 9 Managing Web Communications In this chapter Overview Configuring Text Chat options Configuring chat log options Configuring Page Push Sharing forms Configuring Web On Hold Configuring Click Stream Tracking Changing the Web Communications timers Installation and Administration Guide...
Page 344: Overview
Web that is then collected by Symposium Web Center Portal. Symposium Web Center Portal provides two sample web sites that your web master can customize. To view the sites, point your browser to http://<hostname>:8080/swcp-ci/login.html (if you installed Apache Tomcat), http://<hostname>/swcp-ci/login.html (if you did not install Apache Tomcat),...
Page 345 Managing Web Communications Opening the Web Communications Administration window Log on to the Portal Administrator. In the Symposium Web Center Portal window, double-click WebCollaboration Administration. Result: The Web Communication Manager window appears. Type your user ID and password. The default user ID is “SysAdmin,” and the default password is “Nortel.”...
Page 346 Managing Web Communications Standard 2.0 Click Submit. Result: The SWCP : Administration window appears. Nortel Networks Symposium Web Center Portal...
Page 347: Configuring Text Chat Options
Chat response is 1024. To add a predefined response Log on to the Portal Administrator. In the Symposium Web Center Portal window, double-click WebCollaboration Administration. Enter your user ID and password. The default user ID is “SysAdmin,” and the default password is “Nortel.”...
Page 348 The text must be less than 64 characters (for example, Thank you for using our services). Click the Save icon. Result: The response name is added to the list of responses at the top of the window. Nortel Networks Symposium Web Center Portal...
Page 349 July 2004 Managing Web Communications To change a predefined response On the SWCP : Administration window, double-click TextChat Admin Page. In the list of response names at the top of the Text Chat Administration window, select the response you want to change. Result: The text of the response appears below in the Enter message to display box.
Page 350 Managing Web Communications Standard 2.0 For example, to use the agent’s first name only as the identifier, replace “full_name” with “first_name”. Result: The line is now Const AGENT_CHAT_PREFIX = “first_name”. Save the file and exit. Nortel Networks Symposium Web Center Portal...
Page 351: Configuring Chat Log Options
July 2004 Managing Web Communications Configuring chat log options Introduction The System Options window allows you to select whether chat logs are saved to the database e-mailed to the customer To configure chat log options On the SWCP : Administration window, click System Options Admin Page. Result: The Administration : System options window appears.
Page 352 Click Save to save your chat log options. Note: Later, you can search for the chat logs in the trans_id table in the database. Nortel Networks Symposium Web Center Portal...
Page 353: Configuring Page Push
July 2004 Managing Web Communications Configuring Page Push Introduction The Page Push administration window allows you to select URLs and associate them with a skillset. Agents who belong to this skillset can then select from a list of these URLs to push a page to the customer. Guidelines for Page Push Follow these guidelines for pushing pages: Dynamically generated web pages may not be shared accurately, (for...
Page 354 On the SWCP : Administration window, double-click Page Push Admin Page. Click Submit. Result: The Administration : Page Push window appears. From the Choose Skillset drop-down list, choose a skillset that you want to associate with the URL. Nortel Networks Symposium Web Center Portal...
Page 355 In the URL Description box, type a short description of the page. The description should be one line and no more than 64 characters long. Note: Symposium Web Center Portal does not check for duplicate URL descriptions. If you want to preview the page or test that you have entered the URL correctly, click the Preview icon located below the URL Description box.
Page 356 URLs for the desired skillset, but do not delete the URL. On the Administration: Page Push window, in the Available URLs list, select the URL you want to delete. Click Delete. Nortel Networks Symposium Web Center Portal...
Page 357: Sharing Forms
Introduction Agents can help customers fill out web-based forms downloaded from a Symposium Web Center Portal web site by sharing the form with the customer. Sharing forms Form Sharing is bidirectional. The agent or customer pushes a form to the browser of the person who he or she wants to help fill out the form.
Page 358 Sharing secure pages For security reasons, Symposium Web Center Portal Web Communications only allows you to share forms downloaded from the Symposium Web Center Portal External Web server. You can share secure forms with Symposium Web Center Portal; however, you must type the URL of the secure form in the URL box, and then click the Page Push icon.
Page 359: Configuring Web On Hold
You can create one Web On Hold sequence for each skillset. There is no limit to the number of URLs selected for a sequence, but Nortel Networks recommends that you use no more than five URLs. You can define one sequence for a skillset.
Page 360 To add new URLs for Web On Hold On the SWCP: Administration window, double-click Web On Hold Admin Page. Result: The Administration : Web On Hold window appears. If necessary, scroll down to view the Add new URL section. Nortel Networks Symposium Web Center Portal...
Page 361 July 2004 Managing Web Communications In the Enter new URL box, type the URL you want to add. In the Enter the number of seconds to display the URL box, type the number of seconds that you want the URL you chose to display to the customer.
Page 362 To preview the selected page, click the Preview icon Result: The page opens in a separate browser window. Click the Active icon to move the URL to the list of Active URLs. To add subsequent URLs, repeat steps 2 to 4. Nortel Networks Symposium Web Center Portal...
Page 363 July 2004 Managing Web Communications If you want the Web On Hold sequence to repeat in the customer’s browser until the Text Chat request is answered, click Cycle URLs. Note: If you do not select Cycle URLs, the customer’s browser remains on the last URL of the sequence until the Text Chat request is answered.
Page 364 In the Available URLs list, select the URL you want to delete. CAUTION Risk of losing data When you delete a URL, you delete that URL for every skillset globally. Click the Delete icon Result: The URL is permanently deleted. Nortel Networks Symposium Web Center Portal...
Page 365: Configuring Click Stream Tracking
July 2004 Managing Web Communications Configuring Click Stream Tracking Introduction When a customer browses the customer interface, Click Stream Tracking maintains an internal list of the web sites the customer browsed. If the customer opens a customer service page, fills out a web form, and submits a request, the tracking information and the request are saved in the Symposium Web Center Portal database for that transaction.
Page 366 Keyword tracking is not supported. To turn Click Stream Tracking on Log on to the Portal Administrator. In the Symposium Web Center Portal Administrator window, double-click Web Collaboration. Result: The Web Communication Manager logon window appears. Enter your user ID and password. The default user ID is “SysAdmin,” and the default password is “Nortel.”...
Page 367 July 2004 Managing Web Communications To turn Click Stream Tracking off On the SWCP: Administration window, double-click ClickStream Admin Page. Result: The Administration: Click Stream window appears. Click the red Tracking Control Off icon to stop tracking the selected URLs. To view the status of the Click Stream Tracking On the Administration: ClickStream window, click the blue Tracking Control Status icon...
Page 368: Changing The Web Communications Timers
# How long (in seconds) a customer waits for an agent in Web On Hold webOnHoldTimeout=600 # On a connected transaction how long an agent or customer are allowed to remain idle # Web chat session will timeout at end of this inactivity period connectionTimeout=300 Nortel Networks Symposium Web Center Portal...
Page 369 July 2004 Managing Web Communications Change the values for webOnHoldTimeout, or connectionTimeout as needed. Note: All time units are expressed in seconds. Save the file and exit. Installation and Administration Guide...
Page 370 Managing Web Communications Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 371: Migrating And Uninstalling
Migrating and uninstalling In this chapter Overview Migrating Symposium Web Center Portal Installing the Database Migration Utility Migrating the Symposium Web Center Portal database Running the one-step database migration Running the two-step database migration Uninstalling the software Installation and Administration Guide...
Page 372: Overview
This chapter explains how to complete the following tasks: migrating Symposium Web Center Portal installing the Database Migration Utility migrating the Symposium Web Center Portal database running the one-step database migration running the two-step database migration uninstalling the Symposium Web Center Portal software...
Page 373: Migrating Symposium Web Center Portal
For more information, refer to “Pre-migration checklist” on page 538. You can migrate your Symposium Web Center Portal system onto your existing hardware or onto new hardware. You can migrate your database and attachments using either the one- or two-step migration procedure: Use the one-step procedure if you are migrating your Symposium Web Center Portal Release 3.0 data onto a new system.
Page 374 Migrating and uninstalling Standard 2.0 In the last period of operation of the Symposium Web Center Portal Release 3.0 system, complete and close as many transactions as possible. Decommissioning the Symposium Web Center Portal Release 3.0 database Perform the following tasks to decommission the Symposium Web Center Portal 3.0 database:...
Page 375 July 2004 Migrating and uninstalling Updates made to the Symposium Web Center Portal Release 4.0 system during the migration Before you start the migration, ensure that your system meets the space requirements for the following files: Any transactions and associated data. (These would be test transactions created during the Release 4.0 setup and testing phase.)
Page 376: Installing The Database Migration Utility
Introduction Follow the procedure in this section to install the Database Migration Utility. If you plan to use new hardware in your Symposium Web Center Portal Release 4.0 system, you must install the Database Migration Utility on your Release 4.0 Portal server.
Page 377 July 2004 Migrating and uninstalling Click Install Components. Result: The following window appears: Click Administration Tools. Result: The following window appears: Installation and Administration Guide...
Page 378 Migrating and uninstalling Standard 2.0 Click Database Migration Tool. Result: The Database Migration Utility Welcome window appears. Click Next. Result: The License Agreement window appears. Nortel Networks Symposium Web Center Portal...
Page 379 July 2004 Migrating and uninstalling Read the License Agreement, and then click Yes. Result: The Customer Information window appears. Type your name and the name of the company, and then click Next. Result: The Choose Destination Location window appears. Installation and Administration Guide...
Page 380 Migrating and uninstalling Standard 2.0 Confirm the path for the installation files of Symposium Web Center Portal, and then click Next. Result: The Ready to Install the Program window appears. Click Install. Result: The Setup Status window appears, and then the following window...
Page 381 July 2004 Migrating and uninstalling Click Finish. Result: The installation of the Database Migration Utility is complete. What’s next? Continue with the database migration. Installation and Administration Guide...
Page 382: Migrating The Symposium Web Center Portal Database
Center Portal Release 3.0 hardware. The data from the Symposium Web Center Portal Release 3.0 database is stored in a temporary location while you upgrade your system. When the new Symposium Web Center Portal Release 4.0 system is installed and configured, you import the Release 3.0 data.
Page 383: Running The One-Step Database Migration
To run the one-step database migration Log on to the Symposium Web Center Portal server with local Administrative privileges. From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Administrator Tools ➝ Database Migration Utility.
Page 384 Migrating and uninstalling Standard 2.0 Click 1 Migrate Database. Result: The SWCP DB Migrator - Introduction window appears. Click Next. Result: The SWCP DB Migrator - Migration window appears. Nortel Networks Symposium Web Center Portal...
Page 385 July 2004 Migrating and uninstalling Click One-Step Migration, and then click Next. Result: The SWCP DB Migrator - Migration : Output Directory window appears. Browse to the directory in which you want to store the migration output files and log files, and then click Next. Result: The SWCP DB Migrator - ORIGINAL Database window appears.
Page 386 Migrating and uninstalling Standard 2.0 Enter the connection details for the Symposium Web Center Portal Release 3.0 database, and then click Next. Note: The Username must be all lowercase. It is case-sensitive. You must keep the default Network Protocol. Result: The SWCP DB Migrator - DESTINATION Database window appears.
Page 387 July 2004 Migrating and uninstalling Enter the other connection details for the Symposium Web Center Portal Release 4.0 database, and then click Next. Note: Keep the default values for the Username and Network Protocol. Result: The SWCP DB Migrator - Migration Database Information Summary window appears.
Page 388 Result: When the migration is complete the SWCP DB Migrator - Migration Finished! window appears. You can click Display Report as HTML or Display Report as Text to view the report for the migration. Nortel Networks Symposium Web Center Portal...
Page 389 Result: The database migration is complete. Continue with the next procedure to migrate the attachment files. To migrate attachments From the Nortel Networks SWCP 3.12 to 4.0 Migration Utility window, click 2 Migrate Attachments. Result: The SWCP Attachment Migrator - Introduction window appears.
Page 390 Migrating and uninstalling Standard 2.0 Click Next. Result: The SWCP Attachment Migrator - Migration window appears. Click One-Step Migration, and then click Next. Result: The SWCP Attachment Migrator - Output Directory window appears. Nortel Networks Symposium Web Center Portal...
Page 391 July 2004 Migrating and uninstalling Browse to the directory in which you want to store the attachment migration output files and log files, and then click Next. Result: The SWCP Attachment Migrator - CURRENT Attachment Directory window appears. Browse to the directory in which you store your Symposium Web Center Portal Release 3.0 attachment files, and then click Next.
Page 392 Result: The SWCP Attachment Migrator - Attachment Directory Summary window appears. Review the information on the window, and then click Next. Result: The SWCP Attachment Migrator - Migration Finished! window appears. Continue with the next procedure to migrate the skillsets. Nortel Networks Symposium Web Center Portal...
Page 393 Migrating and uninstalling To migrate the skillsets You must map all of the skillsets from Symposium Web Center Portal Release 3.0 to the new skillsets in Symposium Web Center Portal Release 4.0. From the Nortel Networks SWCP 3.12 to 4.0 Migration Utility window, click 3 Reassign Skillsets.
Page 394 Result: The SWCP Skillset Mapper - Map Skillsets window appears. Drag the skillsets from the Old Skillsets list and drop them under the new Symposium Web Center Portal Release 4.0 skillsets listed in the New Skillsets section. Nortel Networks Symposium Web Center Portal...
Page 395 July 2004 Migrating and uninstalling When you have added all the Release 3.0 skillsets to the new Release 4.0 skillsets, click Next. Result: The SWCP Skillset Mapper - Skillset Mapping Summary window appears. Click Next. Result: The SWCP Skillset Mapper - Processing window appears. Installation and Administration Guide...
Page 396 If you want to view a detailed report of the process, click Display Report as HTML or Display Report as Text. The HTML option opens the report in the default HTML browser, while the text option opens the report in the default text editor. Click Exit. Nortel Networks Symposium Web Center Portal...
Page 397: Running The Two-Step Database Migration
Note: Ensure that you have installed the Database Migration Utility on the Portal server. For more information, refer to “Installing the Database Migration Utility” on page 376. From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Administrator Tools ➝ Database Migration Utility.
Page 398 Migrating and uninstalling Standard 2.0 Click 1 Migrate Database. Result: The SWCP DB Migrator - Introduction window appears. Click Next. Result: The SWCP DB Migrator - Migration window appears. Nortel Networks Symposium Web Center Portal...
Page 399 July 2004 Migrating and uninstalling Click Two-Step Migration, and then click Next. Result: The following window appears: Choose Step 1, and then click Next. Result: The SWCP DB Migrator - Migration : Output Directory window appears. Installation and Administration Guide...
Page 400 Next. Result: The SWCP DB Migrator - ORIGINAL Database window appears. Enter the connection details for the Symposium Web Center Portal Release 3.0 database, and then click Next. Note: The Username must be all lowercase. It is case-sensitive. You must keep the default Network Protocol.
Page 401 July 2004 Migrating and uninstalling Confirm the details, and then click Next. Result: The status window appears. When the migration is complete, the SWCP DB Migrator - Migration Finished! window appears. You can click Display Report as HTML or Display Report as Text to view the report for the migration.
Page 402 Migrating and uninstalling Standard 2.0 From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Administrator Tools ➝ Database Migration Utility. Result: The Nortel Networks SWCP 3.12 to 4.0 Migration Utility window appears. Click 1 Migrate Database.
Page 403 July 2004 Migrating and uninstalling Click Next. Click Two-Step Migration, and then click Next. Result: The following window appears: Installation and Administration Guide...
Page 404 Result: The SWCP DB Migrator - Migration : Output Directory window appears. Browse to the directory in which you want to store the migration output files and log files, and then click Next. Result: The SWCP DB Migrator - DESTINATION Database window appears. Nortel Networks Symposium Web Center Portal...
Page 405 July 2004 Migrating and uninstalling Enter the connection details for the Symposium Web Center Portal Release 4.0 database, and then click Next. Note: Choose the same directory as you selected in the first step of the migration. Result: The Migration Database Information Summary window appears.
Page 406 Finished! window appears. Continue to the next procedure to migrate the attachment files. To migrate the attachment files From the Nortel Networks SWCP 3.12 to 4.0 Migration Utility window, click 2 Migrate Attachments. Result: The SWCP Attachment Migrator - Introduction window appears.
Page 407 July 2004 Migrating and uninstalling Click Next. Choose Two-Step Migration, and then click Next. Result: The SWCP Attachment Migrator - Two-Step Migration : Choose Step window appears. Installation and Administration Guide...
Page 408 Browse to the directory in which you want to store the attachment migration output files and log files, and then click Next. Result: The SWCP Attachment Migrator - CURRENT Attachment Directory window appears. Nortel Networks Symposium Web Center Portal...
Page 409 July 2004 Migrating and uninstalling Browse to the directory in which you store your Symposium Web Center Portal Release 3.0 attachment files, and then click Next. Result: The SWCP Attachment Migrator - Attachment Directory Summary window appears. Click Next. Result: The SWCP Attachment Migrator - Migration Finished! window appears.
Page 410 HTML browser, while the text option opens the report in the default text editor. Click Next. Result: The following window appears: Click Step 2, and then click Next. Result: The SWCP Attachment Migrator - Output Directory window appears. Nortel Networks Symposium Web Center Portal...
Page 411 July 2004 Migrating and uninstalling Browse to the directory in which you stored the attachment migration output files and log files, and then click Next. Result: The SWCP Attachment Migrator - NEW Attachment Directory window appears. Browse to the directory in which you store your Symposium Web Center Portal Release 4.0 attachment files, and then click Next.
Page 412 You must continue with the next procedure to migrate skillsets. To migrate the skillsets You must map all of the skillsets from Symposium Web Center Portal Release 3.0 to the new skillsets in Symposium Web Center Portal Release 4.0. Nortel Networks Symposium Web Center Portal...
Page 413 July 2004 Migrating and uninstalling From the Nortel Networks SWCP 3.12 to 4.0 Migration Utility window, click 3 Reassign Skillsets. Result: The SWCP Skillset Mapper - Introduction window appears. Click Next. Result: The SWCP Skillset Mapper - Output Directory window appears.
Page 414 Result: The SWCP Skillset Mapper - Map Skillsets window appears. Drag the skillsets from the Old Skillsets list and drop them under the new Symposium Web Center Portal Release 4.0 skillsets listed in the New Skillsets section. Nortel Networks Symposium Web Center Portal...
Page 415 July 2004 Migrating and uninstalling When you have added all the Release 3.0 skillsets to the new Release 4.0 skillsets, click Next. Result: The SWCP Skillset Mapper - Skillset Mapping Summary window appears. Click Next. Result: The SWCP Skillset Mapper - Processing window appears. Installation and Administration Guide...
Page 416 If you want to view a detailed report of the process, click Display Report as HTML or Display Report as Text. The HTML option opens the report in the default HTML browser, while the text option opens the report in the default text editor. Click Exit. Nortel Networks Symposium Web Center Portal...
Page 417: Uninstalling The Software
Before you begin, you must perform the following tasks: Shut down the Symposium Web Center Portal server. Back up the Symposium Web Center Portal database using SQL on the NT command line. Back up the customer interface, along with all of the customized web pages or templates that you modified or added to the External Web server.
Page 418 Repeat steps 2 and 3 for every service you want to stop. Exit the Services window. To uninstall the Symposium Web Center Portal software Log on to the Portal server with Local Administrator privileges. From the Windows Start menu, choose Settings ➝ Control Panel.
Page 419 July 2004 Migrating and uninstalling Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. ATTENTION You must uninstall the Portal Server (database) component last. Installation and Administration Guide...
Page 420 When the Installation Wizard Complete window appears, click Finish. Result: The application files are deleted from your computer. Repeat steps 2 to 6 for each of the Symposium Web Center Portal applications that you want to uninstall. Restart the computer.
Page 421 Migrating and uninstalling C:\Program Files\Nortel Networks\SWCPLog (if logs were created) ATTENTION If you uninstall the Symposium Web Center Portal database component, then you must uninstall Sybase. If you reinstall the Symposium Web Center Portal database without reinstalling Sybase, Symposium Web Center Portal will not work properly.
Page 422 From the Start menu, choose Programs ➝ Sybase ➝ Uninstall. If the following DOS window appears, type A (for All). If you are asked another question in the DOS window, type A again. Result: The Information window appears. Nortel Networks Symposium Web Center Portal...
Page 423 July 2004 Migrating and uninstalling Click Yes. Result: The Uninstall Component Selection window appears. Click Select All, and then click Next. Result: The Uninstall Summary window appears. Installation and Administration Guide...
Page 424 To perform the manual cleanup of Sybase server In the default directory, delete the Sybase folder. Delete the Master.dat, sybprocs.dat, and errorlog files. Delete the folder in which you installed the Symposium Web Center Portal database. Result: The manual cleanup is complete.
Page 425 July 2004 Migrating and uninstalling Click Yes. Result: The Uninstall Component Selection window appears. Click Select All, and then click Next. Result: The Uninstall Summary window appears. Installation and Administration Guide...
Page 426 Click OK. The following window appears: Click OK, and then restart the computer. You must manually delete the Sybase folder (for example C:\Sybase, where C: is the drive on which you installed Sybase Client). Nortel Networks Symposium Web Center Portal...
Page 427: Maintaining The Database
Maintaining the database In this chapter Overview Archiving and restoring Symposium Web Center Portal data Backing up and restoring the Symposium Web Center Portal database Configuring a network database backup System recovery and platform migration Purging the database Installation and Administration Guide...
Page 428: Overview
If you need to retrieve the archived information, you can restore it to the original location in the database. For more information, refer to “Archiving and restoring Symposium Web Center Portal data” on page 429. Backup and restore — backs up the contents of your entire database.
Page 429: Archiving And Restoring Symposium Web Center Portal Data
Center Portal data Introduction Use the Symposium Web Center Portal archive and restore utility, on the Portal server, to store contacts and associated data. The archive utility allows you to remove old contacts and associated information from the database and store it in a specified location, such as a specified network drive, for restoring to the database or another utility.
Page 430 To archive data From the Windows Start menu, choose Programs ➝ Nortel Networks Symposium Web Center Portal ➝ Portal Server ➝ Archive & Restore utility. Result: The SWCP Archive & Restore Utility window appears.
Page 431 Click Archive. Result: The Symposium Web Center Portal - Archive window appears. Select a date to archive your Symposium Web Center Portal information. Note: The data is archived up to and including the date you select here. In the Archive to Folder box, type the name of the directory where you want...
Page 432 Click Archive Now. To restore archived data From the Windows Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Portal Server ➝ Archive & Restore utility. Result: The SWCP Archive and Restore Utility window appears. Nortel Networks Symposium Web Center Portal...
Page 433 July 2004 Maintaining the database Click Restore. Result: The Symposium Web Center Portal - Restore window appears. In the From Archive Folder box, browse to the location of the Archive folder (for example C:\Program Files\Nortel Networks\Symposium Web Center Portal\Portal Server\Database\Archive).
Page 434 Note: You can select multiple items from preceding lists by holding down the Shift key to select blocks, or the Ctrl key to select multiple items. Click Restore Now. Nortel Networks Symposium Web Center Portal...
Page 435: Backing Up And Restoring The Symposium Web Center Portal Database
Center Portal database Introduction Symposium Web Center Portal provides a backup utility that backs up the user information in the database. This backup utility creates a full backup, not an incremental one. You should perform a backup of your fresh installation before you run Symposium Web Center Portal for the first time.
Page 436: Scheduling A Backup
Note: You cannot schedule a backup to a tape drive one day, and then to a network location the next day. To schedule a backup of Symposium Web Center Portal From the Start menu, choose Programs ➝ Nortel Networks Symposium Web Center Portal ➝...
Page 437 July 2004 Maintaining the database Click Backup. Result: The Backup SWCP Database window appears. In the Backup box, type the path to which you want to store the data. THEN you are backing up to a in the Backup box, type the path to the tape drive. A tape drive valid path to the tape drive is \\.\tapen, where n is the number of the tape drive.
Page 438 In the Execute Time box, enter the time you want the backup to start. Click Schedule. To clear a scheduled backup From the Start menu, choose Programs ➝ Nortel Networks Symposium Web Center Portal ➝ Database Backup and Restore. Result: The SWCP Backup and Restore Utility window appears.
Page 439 AT schedule task box, type the ID of the task you want to cancel. Click OK. To back up the Symposium Web Center Portal database From the Start menu, choose Programs ➝ Nortel Networks Symposium Web Center Portal ➝ Database Backup and Restore.
Page 440 Note: If you do not have a tape drive installed, the tape is write-protected, the tape drive is not ready, or the tape drive is empty, the backup (or restore) will not be executed and an error message appears on the screen. Nortel Networks Symposium Web Center Portal...
Page 441 July 2004 Maintaining the database In the Output section, choose Log File or Console. Result: If you choose Console, the output looks like the example below: If you choose Log File, the Operation Details window appears when the operation is complete. Scroll to the end of the Operation Details window to ensure that the backup was successful, and then click OK.
Page 442 To restore the Symposium Web Center Portal database On your desktop, double-click the Portal Server Shutdown icon to shut down all of the Symposium Web Center Portal applications. You must not use the Agent Interface or Customer Interface until the restore is complete.
Page 443 July 2004 Maintaining the database Click Restore. Result: The Restore SWCP Database window appears. Browse to the backup file you want to restore, and then click Restore. Result: When the restore is complete, the Operation Details window appears. Scroll to the end of the Operation Details window, check for any error messages, and then click OK.
Page 444 From the Start menu, choose Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Database Backup and Restore.
Page 445: Configuring A Network Database Backup
Backup service as that user. To configure the network database backup The Portal server in a Symposium Web Center Portal system must be a member of a domain, and not a standalone server. The network computer to which you want to back up your files must be on the same domain as the Portal server or have a trust relationship set up between its domain and that of the Portal server.
Page 446 To restore the database from a network computer Shut down all Symposium Web Center Portal applications. ATTENTION If you do not shut down the Symposium Web Center Portal applications, the restore will fail. Stop Sybase SQLServer_SWCP_SQLSRV, and then restart the service.
Page 447 July 2004 Maintaining the database is SWCP_BACKUP, and the name of the database dump file that was saved in the database backup is swcp_db.dmp, then you enter \\networkpc\swcp_backup\swcp_db.dmp. Installation and Administration Guide...
Page 448: System Recovery And Platform Migration
Note: You must use the same installation paths in the recovery as you used in the original installation of Symposium Web Center Portal. Install Symposium Web Center Portal to the same PEP level as the original system. Shut down all Symposium Web Center Portal services.
Page 449 July 2004 Maintaining the database Import the registry key that you exported in the previous procedure. Restart the computer. Restore the database backup. For more information, refer to“Configuring a network database backup” on page 445. You must also back up the Customer Interface separately by performing a Windows copy to the network, or by using a third-party utility.
Page 450: Purging The Database
If you want to save attachments associated with closed contacts, you must run the archive utility. For more information, refer to “Archiving and restoring Symposium Web Center Portal data” on page 429. You do not have to run the purge utility after you run the archive utility.
Page 451 July 2004 Maintaining the database Click the plus sign (+) next to Database Administration, and then double- click Purge. Result: The Database Purge window appears. Choose a date. You cannot choose the current date. The purge feature deletes all the information up to and including the date you select. Click Purge.
Page 452 Perform one of the following tasks: Click OK to delete the attachments. Click Cancel to leave the attachments where they are. Result: The Purge Successful window appears. Click OK. Exit the Database Purge window. Nortel Networks Symposium Web Center Portal...
Page 453: Installing And Configuring Pcanywhere
C h a p t e r 1 2 Installing and configuring pcAnywhere In this chapter Overview Installing pcAnywhere Installation and Administration Guide...
Page 454: Overview
Installing and configuring pcAnywhere Standard 2.0 Overview Nortel Networks personnel use pcAnywhere as a remote support tool. If you require remote support from Nortel Networks, you must install and configure the Host Only version of pcAnywherev.11.0.1 on the server. With pcAnywhere, you can perform advanced administrative tasks on the server from a remote PC and control the server as though you were directly connected to it.
Page 455: Installing Pcanywhere
July 2004 Installing and configuring pcAnywhere Installing pcAnywhere Introduction One licensed copy of pcAnywhere is provided for the server on the NTJK08BA pcAnywhere 11.0.1 CD-ROM. Note: To install pcAnywhere on another PC, you must purchase a separate license for the client PC. CAUTION Risk of system failure Before you install pcAnywhere, make sure that the server PC is...
Page 456 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. Then click Next. Result: The Custom Setup window appears. Nortel Networks Symposium Web Center Portal...
Page 457 July 2004 Installing and configuring pcAnywhere Accept the defaults in this window, and then click Next. Nortel Networks recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
Page 458 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 Networks support personnel and distributors).
Page 459 July 2004 Installing and configuring pcAnywhere Click the File menu, and then choose New ➝ Item ➝ Use Wizard. Result: The Host Setup Wizard window appears. From the Connection type for this host drop down box, select your modem (if you are using a modem connection with pcAnywhere); otherwise, choose TCP/IP.
Page 460 Result: The following Wizard window appears: Ensure that Launch with Windows and Run minimized are checked, and leave all other default settings, as shown in the above graphic. Click Next. Result: The following Wizard window appears: Nortel Networks Symposium Web Center Portal...
Page 461 July 2004 Installing and configuring pcAnywhere Accept the default values in this window, and then click Next. Result: The following Wizard window appears: Click Add. Result: The Identification window appears. In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
Page 462 Click the Superuser option button. 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. Click the Security Options tab. Nortel Networks Symposium Web Center Portal...
Page 463 July 2004 Installing and configuring pcAnywhere Under Login Options, ensure that Limit login attempts per call and Limit time to complete login are checked and set to 3. Ensure that the Session options are set to Host and Remote, and the Encryption Level is set to None.
Page 464 Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm. In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host. Nortel Networks Symposium Web Center Portal...
Page 465: Troubleshooting
C h a p t e r 1 3 Troubleshooting In this chapter Overview Maintenance and diagnostic tools Troubleshooting installation problems Logging configuration Troubleshooting the Dynamic Transaction Handler Troubleshooting the database Troubleshooting the Portal Administrator Troubleshooting the Symposium Email Manager Troubleshooting Web Communications Troubleshooting the Sample Customer Interface Troubleshooting the Portal Agent Interface...
Page 466: Overview
This section provides troubleshooting information for Symposium Web Center Portal. For each problem mentioned in this section, it suggests possible solutions. This section also provides information about the maintenance tools you can use to ensure Symposium Web Center Portal is running smoothly. Nortel Networks Symposium Web Center Portal...
Page 467: Maintenance And Diagnostic Tools
This number should reduce each time the IMH runs. Nortel Networks recommends that the administrator add the Symposium Web Center Portal mailboxes to the e- mail client. Run the Dashboard Utility and check that all the system components are running correctly.
Page 468 CD-ROM. For more information about the software, see “Installing pcAnywhere” on page 455. Install the pcAnywhere software on both the Symposium Web Center Portal server and the Agent Interface server. Open pcAnywhere on the agent PC to connect to the server and remotely debug the server problems.
Page 469: Troubleshooting Installation Problems
July 2004 Troubleshooting Troubleshooting installation problems Introduction This section provides solutions to issues that may arise during the software installation. Installation hangs during the installation of the Portal server If the installation of the Portal server appears to hang and the application log has a message indicating “not enough temporary database log space,”...
Page 470 Click Connect. Result: A window like the one below appears: From the drop-down menu, select “master.” In the Session 1 window, type the following command: dump transaction master with no_log Click the Execute icon. Nortel Networks Symposium Web Center Portal...
Page 471 July 2004 Troubleshooting Log off SQL Advantage. Result: The installation of the database resumes. You cannot apply the Sybase EBF If the installation of the Sybase EBF stops while you are copying over the files, you may need to stop the Sybase services (for more information, refer to “To apply the Sybase Adaptive Server EBFs”...
Page 472: Logging Configuration
The Symposium Web Center Portal Log Configuration window allows you to choose where you want to store logging information for the system. You must set up the log file directory through the Symposium Web Center Portal Log Configuration window. You can filter these events from the event codes when you are experiencing problems with your system.
Page 473 When the second log file is full, the backup file is deleted, and the second log file becomes the backup file. Reading the Symposium Web Center Portal trace file Each trace file provides the following information for each of the event codes:...
Page 474 Click OK. To open the SWCP Log Configuration utility on an agent’s computer Browse to C:\Program Files\Common Files\Nortel Networks\Symposium Web Center Portal (where C: is the drive on which you installed the Portal Desktop application). Double-click the SWCPLogConfiguration file. Result: The SWCP Log Configuration window appears.
Page 475 In the Symposium Web Center Portal Administration window, if the status bar is not displayed, choose View ➝ Status bar. Look at the status bar at the bottom of the Symposium Web Center Portal Administration window. The number of alarm messages appears in the middle of the status bar.
Page 476: Troubleshooting The Dynamic Transaction Handler
Network Managers Guide for Symposium TAPI Service Provider for Succession 3.0. Several improvements have been made in the Dynamic Transaction Handler for Symposium Web Center Portal Release 4.0/SU05 to provide increased stability and improved error handling. Error handling The DTH handles any communications errors with the TAPI server as a result of CTI link loss, TAPI server congestion, TAPI server restarts, switch errors, switch restarts, and network problems.
Page 477 Follow the instructions in this section to ensure that these components are configured correctly. Administrative datafill The Administrative datafill for Symposium Web Center Portal must be correct for the phone number and priority. The phone number for each skillset must be a valid phone number, and the phoneset must be where you can hear it ring (for testing).
Page 478 The following example is an extract from a line showing that AST has been enabled on two keys 0 and 8: 00 08 Note: Nortel Networks recommends that you only configure one DN key for the DTH. Check that IAPG is set to 1 in the switch.
Page 479 July 2004 Troubleshooting c. Click the plus sign (+) beside Internet Directories. d. Click the plus sign (+) beside My Network. e. Click the plus sign (+) beside People. Choose Edit ➝ Options. Result: The Options window appears. g. Click the Phone option button. h.
Page 480 Troubleshooting Standard 2.0 To restart the TAPI server Log off all of the Symposium Web Center Portal agents from their PCs and phonesets. Restart the TAPI server. Log on all of the Symposium Web Center Portal agents to their PCs and phonesets.
Page 481 Symposium Call Center Server. If it is too low, the transactions are returned to the queue before Symposium Web Center Portal has a chance to present them to the agent. the network is working properly.
Page 482 MLSM link, you must restart the TAPI server when you restart the TAPI server, you must restart the DTH on the Symposium Web Center Portal server. You must also log off all of the Symposium Web Center Portal agents, and then log them back on. For more information, refer to “To restart the Portal Desktop”...
Page 483 July 2004 Troubleshooting If the DTH is configured to retrieve 20 transactions every cycle, the DTH then retrieves up to 20 more transactions (depending on the number of transactions in the database). The DTH waits until one of the original calls is dealt with, and then when a line becomes idle, it can place a call for one of the new set of transactions.
Page 484 Symposium Call Center Server documentation. If a call center has an existing backlog of transactions that are in the acquired state, and Symposium Web Center Portal is receiving few new transactions, the TxnMonitor controls the number of transactions that may be routed to available agents.
Page 485: Troubleshooting The Database
July 2004 Troubleshooting Troubleshooting the database Introduction This section lists problems that may occur with the database. For each problem, it suggests a possible solution. Cannot access the database If the system cannot access the database, perform the following tasks: Ensure that the Sybase services are running.
Page 486 Troubleshooting Standard 2.0 To test the OLE DB connectivity From the Windows Start menu, choose Programs ➝ Sybase ➝ OLE DB Provider ➝ Configuration Manager. Result: The Sybase Configuration Manager window appears. Nortel Networks Symposium Web Center Portal...
Page 487 July 2004 Troubleshooting Double-click SWCP_DB. Result: The Sybase ASE OLE DB Provider Setup window appears. Click Test Connect. Result: The Sybase ASE OLE DB Provider Connection window appears: Installation and Administration Guide...
Page 488 When the temporary space is full, all processing to and from the database is suspended until space becomes available. No data is lost in the interim; however, none of the Symposium Web Center Portal activities are able to access the database.
Page 489 July 2004 Troubleshooting To purge the transaction logs from the database Navigate to ..\Sybase\sqladv-12_5. Double-click the sqladv icon. Result: A window like the one below appears: Choose Server ➝ Connect. Result: The Connect window appears. In the Login box, type SWCP_ADMIN. Note: If you have changed the default login name and password, you must use these new credentials to log on.
Page 490 Log off SQL Advantage. Restart the computer. Result: The Symposium Web Center Portal services start up. Installation hangs during the installation of the Portal server If the installation of the Portal server appears to hang and the application log has a message indicating “not enough temporary database log space,”...
Page 491 July 2004 Troubleshooting To purge transaction logs from the database during the Portal server component installation Navigate to ..\Sybase\sqladv-12_5. Double-click the sqladv icon. Result: A window like the one below appears: Choose Server ➝ Connect. Result: The Connect window appears. In the Login box, type sa.
Page 492 If the installation of the SU appears to hang and the application log has a message indicating “not enough temporary database log space” the Master.dat master transaction log may be full. You must purge the data from the transaction log. Nortel Networks Symposium Web Center Portal...
Page 493 July 2004 Troubleshooting To purge transaction logs from the database during the Service Update (SU) installation Navigate to ..\Sybase\sqladv-12_5. Double-click the sqladv icon. Result: A window like the one below appears: Choose Server ➝ Connect. Result: The Connect window appears. In the Login box, type SWCP_ADMIN.
Page 494 Troubleshooting Standard 2.0 In the Password box, type user $nortel$admin. Result: A window like the one below appears: From the drop down menu, select master. In the Session 1 window, type the following command: dump transaction master with no_log Click the Execute icon.
Page 495 July 2004 Troubleshooting Follow the next procedure to set the shortcut properties. To set the shortcut properties Click OK to exit the Sybase Setup error window. From the Windows Start menu, choose Programs ➝ Sybase. Right-click Server Config, and then click Properties. Result: The Server Config Properties window appears.
Page 496 # The host name (or host name) of the database server HOST= #The port the database server listens on PORT=5005 # The username of the database user USER=admin # The password of the database user PASSWORD=adminpwd # The name of the database DATABASE=SWCP_DB Nortel Networks Symposium Web Center Portal...
Page 497 July 2004 Troubleshooting #Number of connections to open initially (not used) POOL=3 Verifying the port number setting If a new database server is installed (when there are existing servers), a new port number may be assigned. If this is the case, you must manually update the Database.ini file.
Page 498 Troubleshooting Standard 2.0 Select the entry with port 5000. Click Delete. Click OK. Restart the computer. Nortel Networks Symposium Web Center Portal...
Page 499: Troubleshooting The Portal Administrator
July 2004 Troubleshooting Troubleshooting the Portal Administrator Introduction This section lists problems that can occur with the Portal Administrator. For each problem, it suggests possible solutions. Cannot log on to the Administrator If you cannot log on to the Administrator, verify that the database is running. ODBC error If you receive an ODBC error, wait a few minutes, and then perform the task again.
Page 500: Troubleshooting The Symposium Email Manager
The Email Connection tool allows you to test the connection to your e-mail server. The Symposium Web Center Portal Event Log Configuration window allows you to choose where you want to store the Email Manager events for the system. For more information, see “To open the SWCP Log Configuration utility on an agent’s computer”...
Page 501 +OK X1 NT-POP3 Server mail009 (IMail 7.04 998172-17) user billing +OK send your password pass 123abc -ERR Invalid userid/password The Symposium Web Center Portal inbox did not receive e-mail Verify that the e-mail server is working properly. Installation and Administration Guide...
Page 502 System fails to send an auto-acknowledgement or an e-mail response to the customer Verify the following: Auto-acknowledgement is set up in the Symposium Web Center Portal Administrator. SMTP service is running on the e-mail server. Symposium Email Manager service is running on the Symposium Web Center Portal server.
Page 503: Troubleshooting Web Communications
The first section of this web page allows you to simulate a web session. You do not need to install any of the other Symposium Web Center Portal components to test this feature. To test that it is working, you can sign on as the customer and the agent.
Page 504 (for example, Web On Hold) the URL from which the customer entered the session the name of the agent responding to the customer Nortel Networks Symposium Web Center Portal...
Page 505 July 2004 Troubleshooting Dump system state The Dump System State page allows you to view the connection ID, the pages that the customer viewed, and the Text Chat of a session in progress. Server environment The Server Environment page allows you to view all the environment variables in the JVM.
Page 506 External Web server is correct on the Portal server. Log on to the Portal Administrator. Click the plus sign (+) next to Symposium Web Center Portal. Click the plus sign (+) next to Server Administration. Double-click Server Configuration.
Page 507 July 2004 Troubleshooting Open the web.xml file in Notepad (the web.xml file is located in the folder in which you installed the Sample Customer Interface component). Result: A window like the one below appears: Modify the property WEBCOLLABURL in the web.xml file to point to the full URL for the WebCollab servlet.
Page 508: Troubleshooting The Sample Customer Interface
Log on with a valid customer ID. Problems submitting a transaction If you encounter problems submitting a transaction, ensure that all of the required Windows services are running on the Symposium Web Center Portal server. Nortel Networks Symposium Web Center Portal...
Page 509 July 2004 Troubleshooting Cannot start chat session If you cannot start a live chat session, it may be that there is no agent available, or an agent is assigned to the wrong skillset. Runtime issues If you encounter errors while the application is running, you can inspect the servlet engine or web server’s log output.
Page 510 Ensure that the network card corresponding to the CLAN is listed before that of the ELAN. Click the setting that you want to move up or down in the list, and then click the Up or Down arrow button. Nortel Networks Symposium Web Center Portal...
Page 511 Customer Interface and Web Communications Manager when Internet access is not available. After deploying the Symposium Web Center Portal Sample Customer Interface web application, in the swcp-ci /WEB-INF folder a new .xml file is created (jrun-web.xml). This .xml file references a .dtd file from the macromedia web site (jrun-web.dtd).
Page 512: Troubleshooting The Portal Agent Interface
Open the UserDef.vbs file. It is usually found in C:\inetpub\Agent, where C: is the applications drive. Change the value assigned to CONFIG_LOAD_ALL_OPT from 1 to 0. Save the changes you made to this file. Close the UserDef.vbs file. Nortel Networks Symposium Web Center Portal...
Page 513 Agent Interface fails to connect to the database If the Agent Interface fails to connect to the database, shut down and restart the Symposium Web Center Portal - Agent Interface Server. From the Start menu, choose Programs ➝ Administrative Tools ➝...
Page 514: Troubleshooting The Hdx
ELAN adapter in the Network settings; otherwise, the Symposium Web Center Portal HDX service may fail to connect. The Symposium Web Center Portal HDX tries to connect to the Symposium Call Center Server three times. If you cannot connect to the Symposium Call Center Server, confirm your HDX client settings and verify your Symposium Call Center Server settings.
Page 515: Troubleshooting Internet Explorer
July 2004 Troubleshooting Troubleshooting Internet Explorer Problems starting Internet Explorer If you experience problems starting Internet Explorer, ensure your version of Internet Explorer meets the minimum requirements as specified in “Installation data requirements” on page 35. Installation and Administration Guide...
Page 516: Troubleshooting The Portal Desktop
CLS FLXA applied to any configured TNs to ensure that they are not audited and disabled by the Meridian Audit routines or use the upper TNs (Units 16-31) of the XDLC to host the phantom TNs. Nortel Networks Symposium Web Center Portal...
Page 517: Troubleshooting Archiving
July 2004 Troubleshooting Troubleshooting archiving Archiving attachments You must install the appropriate language patch for Windows 2000 to successfully archive transactions that have attachment names in languages that are not installed by the default English Windows 2000 operating system. Installation and Administration Guide...
Page 518: Recovering From A Power Outage During Installation
Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM, and then perform a fresh install of the component. For more information about installing Symposium Web Center Portal, refer to Chapter 2, “Installing the Symposium Web Center Portal software.”...
Page 519 Perform a fresh install of Sybase. See “Installing Sybase Adaptive Server Enterprise and Sybase Client” on page 41. Perform a fresh install of the Symposium Web Center Portal database. See “Installing the Portal Server component” on page 85. Installation and Administration Guide...
Page 520 Uninstall that component and perform a fresh install. For all Symposium Web Center Portal components, except the database, uninstall and then reinstall that particular component. Uninstall the particular component using the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM.
Page 521: Installation And Configuration Checklists
Symposium Web Center Portal checklists Sybase installation checklist Portal Server checklist Portal Administrator checklist Portal Agent Interface checklist External Web server checklist Symposium Web Center Portal configuration checklist Portal Desktop checklist Email Manager checklist Pre-migration checklist Installation and Administration Guide...
Page 522: Overview
Symposium Web Center Portal. Before you install Symposium Web Center Portal, you must also ensure that your system meets the minimum requirements mentioned in the Nortel Networks Symposium Portfolio Server and Operating System Requirements Guide (P-2003-0381-Global) provided on the Partner Information Center web site.
Page 523: Installation Sequence Checklist
This section provides installation sequence checklists for installing the servers in your Symposium Web Center Portal system. ATTENTION You must install the Symposium Web Center Portal components on a US-English version of Windows 2000 Server. If you wait to change the operating system to US-English after the installation, you may encounter operational issues.
Page 524 Install J2SE v 1.4.2 SDK for Interface and Web Windows (all languages, Communications including English). (See “To install J2SE 1.4.2 SDK” on page 145.) Install Apache Tomcat. (See “Installing Apache Tomcat” on page 154.) Nortel Networks Symposium Web Center Portal...
Page 525 Install the Agent Desktop component on each PC. (See “Installing the Portal Desktop” on page 177.) Notes: After you install the Symposium Web Center Portal components you can install the Dashboard utility to monitor your system. For more information, refer to “Installing the Dashboard utility” on page 594.
Page 526: Symposium Web Center Portal Checklists
JIT Compiler. See “To disable the Just-In-Time Compiler” on page 42. Ensure that the switch is programmed for use with the phoneset using Symposium Web Center Portal. For more information, refer to your switch documentation. Nortel Networks Symposium Web Center Portal...
Page 527 ✓ Steps Ensure that the switch has been configured properly to integrate Symposium Web Center Portal with Symposium Call Center Server or Symposium Express Call Center. For more information, refer to the switch documentation. If you plan to use JRun, ensure that you have a copy of JRun 4.0 from the Macromedia Corporation.
Page 528 Installation and configuration checklists Standard 2.0 Component Required information Agent Interface the host name of the Symposium Web Center Portal server the host name of the External Web server (optional) Sample Customer Interface download J2SE v 1.4.2 SDK for Windows (all languages, including English) (if you are installing Apache Tomcat) download Apache Tomcat 4.1.x (if you are planning to...
Page 529: Sybase Installation Checklist
July 2004 Installation and configuration checklists Sybase installation checklist ✓ Steps Ensure you know the host name of the computer on which you are installing Sybase. Ensure you know the port numbers for your network connections. If you are installing Sybase on a Pentium IV, ensure that you disable the JIT Compiler before you start installing Sybase.
Page 530: Portal Server Checklist
Sybase Client, and Sybase EBFs. For more information, refer to “Installing Sybase Adaptive Server Enterprise and Sybase Client” on page 41. Ensure you have installed J2SE (provided on the CD-ROM). For more information, see“To install J2SE 1.4.1 JRE” on page 85. Nortel Networks Symposium Web Center Portal...
Page 531 July 2004 Installation and configuration checklists ✓ Steps Install the Portal Server component. For more information, see “To install the Portal Server component” on page 88. Installation and Administration Guide...
Page 532: Portal Administrator Checklist
Sybase Open Client and the appropriate Sybase EBFs. For more information, see “Installing the Sybase Open Client” on page 73. Install the Portal Administrator component. See “To install the Portal Administrator” on page 109. Nortel Networks Symposium Web Center Portal...
Page 533: Portal Agent Interface Checklist
July 2004 Installation and configuration checklists Portal Agent Interface checklist ✓ Steps Ensure IIS is installed on the computer on which you are going to install the Agent Interface component. Microsoft Internet Information Server (IIS) is installed as part of Windows 2000 Server. It is not installed as part of Windows 2000 Advanced Server.
Page 534: External Web Server Checklist
“Installing the Sample Customer Interface and Web Communications components” on page 160. ATTENTION If you are using Apache Tomcat, you must install J2SE, and then Apache Tomcat. You must always install J2SE before you install the other required applications. Nortel Networks Symposium Web Center Portal...
Page 535: Symposium Web Center Portal Configuration Checklist
July 2004 Installation and configuration checklists Symposium Web Center Portal configuration checklist ✓ Component Configuration TAPI Ensure you configured your switch and agent PCs for use with TAPI. For more information, refer to the Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0.
Page 536: Portal Desktop Checklist
“Configuring agent PCs for the TAPI Service Provider” on page 173. Install J2SE 1.4.1 JRE for Windows (all languages, including English [supplied on the Symposium Web Center Portal CD-ROM]). For more information, see “To install J2SE 1.4.1 JRE” on page 178.
Page 537: Email Manager Checklist
Ensure you configured the DTH. For more information, refer to “Configuring the DTH for TAPI” on page 195. Configure the Symposium Web Center Portal Email Manager. For more information, see “Configuring e-mail for Symposium Web Center Portal” on page 229.
Page 538: Pre-Migration Checklist
Symposium Web Center Portal Release 4.0 system is installed and tested before you begin the second phase of the migration process. Note: Any test transaction data in the Symposium Web Center Portal Release 4.0 database is deleted by the migration. For more information, refer to “Updates made to the Symposium Web Center...
Page 539 Ensure that there is sufficient space on the servers for the migration to take place. Ensure that there is enough room in the Symposium Web Center Portal Release 3.0 database to store the temporary files created during the migration. For more information, refer to “Space requirements for the Migration Utility”...
Page 540 Installation and configuration checklists Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 541: Symposium Web Center Portal Telephony Components
A p p e n d i x B Symposium Web Center Portal telephony components In this appendix Overview Symposium Web Center Portal Agent thin client and DTH application Symposium Web Center Portal and the call center environment Installation and Administration Guide...
Page 542: Overview
This appendix provides information about the telephony components used with Symposium Web Center Portal. This section also provides an overview of TAPI and how it works with Symposium Web Center Portal, the workflow logic of the DTH, configuring the switch, and information about the Transaction Monitor.
Page 543: Symposium Web Center Portal Agent Thin Client And Dth Application
Symposium Web Center Portal appendix in the Nortel Networks Symposium Call Center Server Scripting Guide. An event (either an ACD call or a Symposium Web Center Portal transaction) can be presented to the agent when the agent’s phoneset is logged on and ready.
Page 544 Symposium Web Center Portal telephony components Standard 2.0 The TAPI server and the Nortel Networks TAPI Service Provider (TSP) are required to allow the Symposium Web Center Portal transaction in the ACD queue. DTH workflow logic The following list describes the workflow logic of DTH for Symposium Web Center Portal and ACD-blended media to the agent’s desktop.
Page 545 The implementation must allow for variable call flow to function properly. If there is Symposium Web Center Portal data attached to the call, the Portal Desktop component determines what to do with the agent’s phone to prevent more CTI events from occurring. A pop-up dialog box appears on the agent interface.
Page 546 Open. When the transaction is completed, the agent can leave it in a Pending or Closed state. If there is no Symposium Web Center Portal data attached to the calling line ID (or other attached data), the ASP is used to communicate with third-party applications, and a dialog box appears.
Page 547: Symposium Web Center Portal And The Call Center Environment
Symposium Web Center Portal and the call center environment Introduction Before you install Symposium Web Center Portal, you must ensure that your Symposium Call Center Server or Symposium Express Call Center system is set up properly to work with Symposium Web Center Portal. You can use Symposium Web Center Portal with Symposium Call Center Server 4.2 with...
Page 548 Ensure that all Multimedia Contact Center Agent accounts are created in Symposium Call Center Server. Ensure that the Symposium Web Center Portal specific CDNs are acquired by the Symposium Call Center Server. Ensure that the Symposium Web Center Portal agent phonesets are acquired by the Symposium Call Center Server.
Page 549 Symposium Web Center Portal telephony components ✓ Symposium Call Center Server Ensure that the Symposium Web Center Portal specific skillsets are created. These skillsets must have ‘MM_’ as the first three characters in their name. For more information, refer to the Nortel Networks Symposium Call Center Server Scripting Guide.
Page 550 The Symposium Express Call Center setup must allow for proper routing of voice calls per the voice call flows and proper routing of the Symposium Web Center Portal web calls. Since the scripts of the Symposium Express Call Center are generated automatically after the setup, and configuration is...
Page 551: C Customizing The Customer Interface
A p p e n d i x C Customizing the Customer Interface In this appendix Overview Implementation of the Sample Customer Interface Using Java business objects in a Java application Customizing the Sample Customer Interface Customizing the Customer Interface for Web Communications Installation and Administration Guide...
Page 552: Overview
Overview Introduction This appendix provides details for creating a sample application using Java Server Pages (JSP) to test the Symposium Web Center Portal Customer Interface. The Sample Customer Interface provides an example of how customers can perform the following tasks:...
Page 553 (a skillset can be a product category, department, and so on), a query text, and the preferred callback time. The request is submitted to the contact center’s Symposium Web Center Portal server, and an agent is assigned to the transaction. The agent views the customer information, and the nature of the query, and can initiate a telephone callback to the customer at the scheduled time.
Page 554 Any transactions received outside the hours of operation are not processed until the DTH starts the next day. Note: Symposium Web Center Portal uses a timestamp based on the time zone in which the Portal server is located. When you create your customer web pages, you can either translate the customer’s local time to the Portal server time or you...
Page 555: Implementation Of The Sample Customer Interface
Interface Introduction Symposium Web Center Portal is based on a tiered architecture, with the Java Server Pages (JSP) and HTML files representing the user interface. The middle tier is composed of a suite of dedicated Java classes representing a subset of the Symposium Web Center Portal business logic.
Page 556 The first form enables the user to enter a username and password, and log on to the Symposium Web Center Portal server. The first form’s Action URL links the form to the Login.jsp page. A command parameter is passed along with the URL with a value of 0.
Page 557 Customer’s zip code Using the data from the form, a new customer record is created in the Symposium Web Center Portal database for the newly registered user. An HTML response page is sent back to the user’s browser. The response page is found in the Login.jsp page at line 188.
Page 558 The minute in which a scheduled callback will be initiated and the transaction will be presented to the agent. callback_date_day The day in which a scheduled callback will be initiated and the transaction will be presented to the agent. Nortel Networks Symposium Web Center Portal...
Page 559 July 2004 Customizing the Customer Interface callback_date_month The month in which a scheduled callback will be initiated and the transaction will be presented to the agent. callback_date_year The year in which a scheduled callback will be initiated and the transaction will be presented to the agent.
Page 560 – phone, e-mail, or Text Chat preferred callback time The parameters listed below are obtained in the form and passed to the InsertTrans.jsp page for further processing: Nortel Networks Symposium Web Center Portal...
Page 561 InsertTransAndCust.jsp page inserts a new customer record in the database. A user ID is formed by concatenating the user’s first name and a unique ID generated by Symposium Web Center Portal. You can customize this part of the page. Installation and Administration Guide...
Page 562 Customizing the Customer Interface Standard 2.0 Note: The user ID must be unique. Nortel Networks Symposium Web Center Portal...
Page 563: Using Java Business Objects In A Java Application
Introduction This section provides details on how to write a non-JSP Java application that uses the Symposium Web Center Portal Customer Interface components (such as the business objects). This section focuses on the libraries and configuration details required when you are using these components outside of the already configured Customer Interface JSP environment.
Page 564: Database Configuration
For more information, refer to the Javadoc documentation provided for the DBConnector library (supplied on the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM). You can configure the following fields in the db.properties file: SERVER –...
Page 565 Customizing the Customer Interface Logging configuration The Symposium Web Center Portal components use the LOG4J logging API provided by Apache. You must configure LOG4J to log the activity or errors of the Symposium Web Center Portal components. Nortel Networks recommends that you configure LOG4J through the log4j.properties file located in the...
Page 566 If you do not configure the LOG4J as detailed, the Symposium Web Center Portal components still function normally, but no logging is provided. You must enable logging to receive support from Nortel Networks for any third-party applications using Java business objects. Nortel Networks Symposium Web Center Portal...
Page 567: Customizing The Sample Customer Interface
July 2004 Customizing the Customer Interface Customizing the Sample Customer Interface Introduction You can customize some of the Sample Customer Interface pages to suit your web site requirements. This section describes what you can and cannot customize within the sample pages. You can change all of the HTML code;...
Page 568 HTML files that can be examined with any web browser. For more information, refer to the Symposium Web Center Portal Javadoc on the Nortel Networks Symposium Web Center Portal CD-ROM. Nortel Networks Symposium Web Center Portal...
Page 569 .jar file is used. The Customer object provides you with methods to read a customer record from the Symposium Web Center Portal database based on a username or e-mail address. For example, if the variable strCustEmail contains the user’s preferred...
Page 570 If you determine that the customer has chosen a valid username and e-mail combination, then you can proceed with registering the customer. This involves creating the customer record in the Symposium Web Center Portal database. You register a customer using the public methods to set the various parameters of the Customer object based on the form fields gathered from the HTTP request.
Page 571 Customizing the Customer Interface Once you populate all the required fields of the Customer object, you can populate that object’s data to the Symposium Web Center Portal database. This is done using the create method in the Customer class, which creates a new...
Page 572 // set the object’s fields objCust.setFirstname(request.getParameter("cust_firstname" objCust.setSurname(request.getParameter("cust_surname")); objCust.setPhoneIntl(request.getParameter("cust_phone_intl ")); objCust.setPhoneArea(request.getParameter("cust_phone_area ")); objCust.setPhoneNumber(request.getParameter("cust_phone_no ")); objCust.setEmail(strCustEmail); objCust.setAddress1(request.getParameter("cust_address_1") objCust.setAddress2(request.getParameter("cust_address_2") objCust.setAddress3(request.getParameter("cust_address_3") objCust.setAddress4(request.getParameter("cust_address_4") objCust.setAddress5(request.getParameter("cust_address_5") objCust.setPostcode(request.getParameter("cust_postal_zipc ode")); objCust.setUsername(strUserName); objCust.setPassword(strPassword); // now create the record in the database objCust.create(); lngCustID = objCust.getID(); Nortel Networks Symposium Web Center Portal...
Page 573 July 2004 Customizing the Customer Interface if (lngCustID > 0) session.setAttribute("cust_id", String.valueOf(objCust.getID())); session.setAttribute("cust_firstname", objCust.getFirstname()); session.setAttribute("cust_surname", objCust.getSurname()); session.setAttribute("cust_phone_intl", objCust.getPhoneIntl()); session.setAttribute("cust_phone_area", objCust.getPhoneArea()); session.setAttribute("cust_phone_number", objCust.getPhoneNumber()); session.setAttribute("cust_email", objCust.getEmail()); session.setAttribute("cust_address_1", objCust.getAddress1()); session.setAttribute("cust_address_2", objCust.getAddress2()); session.setAttribute("cust_address_3", objCust.getAddress3()); session.setAttribute("cust_address_4", objCust.getAddress4()); session.setAttribute("cust_address_5", objCust.getAddress5()); session.setAttribute("cust_postal_zip_code", objCust.getPostcode()); logger.debug(FILENAME + ": " + USER_CREATED + lngCustID);...
Page 574: Customizing The Customer Interface For Web Communications
Text Chat to indicate on which page the web user is requesting Text Chat. The web user who requested Text Chat should be advised if no agent is logged on to the requested skillset. Nortel Networks Symposium Web Center Portal...
Page 575 URL parameters to the servlet when he or she submits a request for help using the WebCollab.JoinConnection for Web On Hold post method. Field name (case-sensitive) Description conn_id The Symposium Web Center Portal transaction ID. Username The web user’s name. user_id (optional) The web user’s Customer ID.
Page 576: Sample Code
Help.html This web page is an example of what is required for pages that allow customers to click to contact an agent. This web page should include the following JavaScript functions: setCookie() getCookie() isCookieEnabled() Nortel Networks Symposium Web Center Portal...
Page 577 July 2004 Customizing the Customer Interface custLogOn() The web page should have a <noscript> and </noscript> tag section to inform the web user that the page requires that JavaScript be enabled on the browser, and that it gracefully failed the request. Note: JavaScript:CustLogOn() is called when you execute the request.
Page 578 This web page is an example of what is required for a Symposium Web Center Portal agent to be able to submit a Symposium Web Center Portal transaction for a telephony customer so that the agent can open the transaction and initiate a Web Communications session.
Page 579 July 2004 Customizing the Customer Interface getCookie(name) Parameters: name – The name of the cookie to be retrieved. Description: This function retrieves the cookie specified. Code: function getCookie(name) var cname = name + "="; var dc = document.cookie; if (dc.length > 0) var begin = dc.indexOf(cname);...
Page 580 // Check to see if able to create cookie var myCookie = getCookie(cookieName); if (myCookie == null) return false; else return true; else // This is a IE if (navigator.cookieEnabled) return true; else return false; Nortel Networks Symposium Web Center Portal...
Page 581 + (60*60*1000)); var cookieName = "_Symposium Web Center Portal_StartPage"; var cookieValue = window.location.href; setCookie(cookieName, cookieValue, exp); window.location = '/Symposium Web Center Portal- html/login.html'; else // Cookie is not enabled on browser alert("This page requires browser cookies to be enabled.\n Please enable the browser cookie and come back again!");...
Page 582 Code: function WebOnHold() var form = document.webonhold; form.conn_id.value = "trans_id_value"; form.skillset.value = "skillset_name_value"; form.userName.value = "cust_firstname_value"; form.mainURL.value = getCookie("_Symposium Web Center Portal_StartPage"); form.user_id.value = "0"; form.action = "/servlet/WebCollab.JoinConnection" var winName = "Cust" + trans_id_value; Nortel Networks Symposium Web Center Portal...
Page 583 Code: function joinConn(form) var d = new Date(); var winName = "A" + d.getMilliseconds(); form.target = winName; window.open("", winName, "height=495,width=450,resizable=yes"); return true; New JSP files CustJoin.jsp This page connects to the Symposium Web Center Portal database. Installation and Administration Guide...
Page 584 WebCollab.JoinConnection, with the parameter’s transaction ID, user name, and password. InsertTransAndAgent.jsp This page connects to the Symposium Web Center Portal database. It calls the getCustId stored procedure to get a customer ID. The username should be the customer’s first name + customer’s last name + currentDateAndTime.
Page 585 July 2004 Customizing the Customer Interface JSP pages and descriptions This table provides descriptions of the JSP pages used in the Sample Customer Interface. Linked HTML Linked JSP Description Login.jsp sessionExpired.htm errorPage.jsp Log on new or registered users. SWCPLog.jsp Check to see if they already exist. If so, validate and create a session.
Page 586 SessionExpired.ht TransResp.jsp Gets the customer history by calling colTransHist = login.jsp objCust.getTransHistory(); as UpdateCustomer.js opposed to SWCP 3.0 calling direct SQL. It then displays the results in logout.jsp HTML. logout.jsp Nortel Networks Symposium Web Center Portal...
Page 587 July 2004 Customizing the Customer Interface Linked HTML Linked JSP Description TransResp.jsp sessionExpired.htm transhist.jsp Called by transhist.jsp with transid of the parameter. It checks if the login.jsp transaction id is in the transaction UpdateCustomer.js history string of transhist.jsp and gets basic details of the e-mail. It logout.jsp also gets the response history and displays the information in an html...
Page 588 The Customer Text Chat window is a frame page. It consists of the following ten visible pages: Page Description Height Width custctl.jsp Customer Main Chat Window ident.html Nortel Networks logo sep.html Divider sessid.jsp ID of the chat session chatdspl.html Chat display custchatcntrl.html Chat controls Nortel Networks Symposium Web Center Portal...
Page 589 Page tools sep.html Divider swcpident.html Symposium Web Center Portal logo Other Web Communications pages This table provides information about other Web Communications pages used in Symposium Web Center Portal. Page Description Height Width agentwait.html Bottom toolbar of the Not specified.
Page 590 Customizing the Customer Interface Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 591: Dashboard Utility
A p p e n d i x D Dashboard utility In this appendix Overview User accounts and privileges Installing the Dashboard utility Using the Dashboard utility Dashboard utility limitations Uninstalling the Dashboard utility Installation and Administration Guide...
Page 592: Overview
Overview The Symposium Web Center Portal Dashboard simplifies the monitoring of the Symposium Web Center Portal system, which is distributed across a number of different servers and desktop computers. A graphical user interface displays the status of the system components in terms of network connectivity, services, logged error events, memory and database usage, and mailbox status.
Page 593: User Accounts And Privileges
If you are running the Dashboard on a remote computer, it must have access to the registry, event logs, and other items on the Symposium Web Center Portal server. The user running the Dashboard must have User permissions on the Symposium Web Center Portal server and the External Web server.
Page 594: Installing The Dashboard Utility
J2SE1.4.1_0x (provided on the CD-ROM) To install the Dashboard utility Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 595 July 2004 Dashboard utility Click Install Components. Result: The following window appears: Click Administration Tools. Result: The following window appears: Installation and Administration Guide...
Page 596 Dashboard utility Standard 2.0 Click Dashboard. Result: The InstallShield Wizard window appears. Click Next. Result: The License Agreement window appears. Nortel Networks Symposium Web Center Portal...
Page 597 Click Yes to accept the license agreement. Result: The Customer Information window appears. Type your name and the name of the company, and then click Next. Result: The Symposium Web Center Portal Choose Destination Location window appears. Installation and Administration Guide...
Page 598 Next. Result: The Ready to Install the Program window appears. Click Install. Result: The Dashboard software is installed, and the required registry entries and shortcuts are created. The InstallShield Wizard Complete window appears. Nortel Networks Symposium Web Center Portal...
Page 599 On the desktop, click the Portal Server shutdown icon. Restart the computer. To start the Dashboard utility On the Windows Start menu, click Programs ➝ Nortel Networks ➝ Symposium Web Center Portal ➝ Administration Tools ➝ Dashboard. Result: The Settings window appears.
Page 600 Dashboard utility Standard 2.0 Click OK. Result: The Dashboard attempts to connect to the specified server. If the server is valid and can be contacted and all the privileges are correct, the Dashboard window appears. Nortel Networks Symposium Web Center Portal...
Page 601: Using The Dashboard Utility
July 2004 Dashboard utility Using the Dashboard utility Introduction The Dashboard performs a basic sanity check every 30 seconds, including a network level ping of the database, e-mail server, Customer Interface, Agent Interface, and TAPI server. It also checks the required services or processes, updates the event log, and checks the status of the Agent Interface and the External Web servers.
Page 602 This section of the window indicates the status of the database and the computer on which it resides. The name of the Symposium Web Center Portal server to which the Dashboard is connected appears, and is pinged at regular intervals.
Page 603 Dashboard utility Service This displays a list of the Symposium Web Center Portal services and processes running on the Symposium Web Center Portal server. A warning is flagged if any of these are not running as this will impact the operation of Symposium Web Center Portal.
Page 604 TAPI lines available to that computer but gives no indication of the DTH TAPI lines unless the user is logged on under the same account as the account the DTH uses on the Symposium Web Center Portal server. If TAPI was not installed on the local computer, no tests are carried out.
Page 605 July 2004 Dashboard utility Agent Server The Agent Server section tests the Portal Agent Interface, which may coreside on the database computer or reside on a separate server. The test pings the computer, and connects to it to determine the status of the Agent Interface server (Java console), Web server (IIS settings), and Address Book.
Page 606 Click Settings to open the window, in which you can change the following Dashboard settings: Portal Server – The host name of the Symposium Web Center Portal server to which you want to connect. Refresh Interval (mins) – The time it takes to refresh the Symposium Web Center Portal Dashboard graphical user interface.
Page 607 You can minimize the Dashboard while it is running. Right-click the tray icon to provide a menu option allowing you to hide the Dashboard window. The tray icon continues to reflect the status of the Symposium Web Center Portal system as follows: This icon appears when the Dashboard is running but no errors have been reported.
Page 608: Dashboard Utility Limitations
Note: If the Dashboard is installed on a computer other than the Symposium Web Center Portal server, where TAPI is enabled, the TAPI checks are executed, but reflect the status of the locally assigned lines rather than the DTH TAPI lines.
Page 609: Uninstalling The Dashboard Utility
From the Windows Start menu, click Settings ➝ Control Panel ➝ Add/ Remove Programs. Select Symposium Web Center Portal Dashboard. The Symposium Web Center Portal Dashboard window appears. Select Uninstall the current version, and then click Next. Follow the prompts to uninstall the Dashboard utility.
Page 610 Dashboard utility Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 611: Installing The External Web Server Components On Linux
A p p e n d i x E Installing the External Web server components on Linux In this appendix Installing and configuring the External Web server on Linux Installation and Administration Guide...
Page 612: Installing And Configuring The External Web Server On Linux
Copy the j2sdk bin file to the /opt directory. Give execute access to the j2sdk file you downloaded. The following command executes j2sdk-1_4_1_06-linux-i586-rpm.bin: chmod 777 j2sdk-1_4_1_06-linux-i586-rpm.bin Extract the rpm file. The following command extracts j2sdk-1_4_1_06-linux- i586-rpm.bin: Nortel Networks Symposium Web Center Portal...
Page 613 July 2004 Installing the External Web server components on Linux ./j2sdk-1_4_1_06-linux-i586-rpm.bin Install the rpm in the current directory. The following command installs j2sdk-1_4_1_06-linux-i586-rpm.bin: rpm -ivh j2sdk-1_4_1_06-fcs-linux-i586-rpm When you are prompted to confirm that you want to install the file, type y, and then press Enter.
Page 614 Save and close the httpd.conf file. On the shell prompt, type the following command to start the web server: /sbin/service httpd2 start Note: You can create an alias on the root directory to start and stop the web server. Nortel Networks Symposium Web Center Portal...
Page 615 July 2004 Installing the External Web server components on Linux Open your web browser and browse to http://localhost. Result: The Apache index page appears. On the shell prompt, type the following command to stop the web server before you continue with the next procedure: /sbin/service httpd2 stop To install Tomcat Ensure that you are logged on the External Web server as the root user.
Page 616 Go to the /etc/httpd2/conf directory. Use the gedit command to open the httpd2.conf file. Search for the following lines: <IfDefine HAVE_JK2> LoadModule jk2_module /usr/lib/apache2/mod_jk2.so Include /etc/httpd2/conf/mod_jk2.conf </IfDefine> Add # before Include /etc/hppt2/conf/mod_.jk2.conf. <IfDefine HAVE_JK2> LoadModule jk2_module /usr/lib/apache2/mod_jk2.so Nortel Networks Symposium Web Center Portal...
Page 617 July 2004 Installing the External Web server components on Linux #Include /etc/httpd2/conf/mod_jk2.conf </IfDefine> Save and close the httpd2.conf file. Navigate to the /opt/TOMCAT_HOME/conf/ directory. Use the gedit command to open the jk2.properties file. Add the following lines: shm.file=/etc/httpd2/logs/jk2.shm channelSocket.address=127.0.0.1 channelSocket.port=8009 Save and close the jk2.properties file.
Page 618 # can be overriden to a file logger, useful # when tracing win32 related issues #logger=logger.file:0 [channel.socket:localhost:8009] info=Ajp13 forwarding over socket debug=0 tomcatId=localhost:8009 [status:] info=Status worker, displays runtime informations [vm:] info=Parameters used to load a JVM in the server process Nortel Networks Symposium Web Center Portal...
Page 619 July 2004 Installing the External Web server components on Linux #JVM=C:\jdk\jre\bin\hotspot\jvm.dll OPT=-Djava.class.path=${TOMCAT_HOME}/lib/tomcat- jni.jar;${TOMCAT_HOME}/server/lib/commons-logging.jar OPT=-Dtomcat.home=${TOMCAT_HOME} OPT=-Dcatalina.home=${TOMCAT_HOME} OPT=-Xmx128M #OPT=-Djava.compiler=NONE disabled=1 [uri:/jkstatus/*] info=Display status information and checks the config file for changes. group=status: [uri:/examples/servlets/*] [uri:/examples/*.jsp] [uri:/examples/*] [uri:/examples/servlets/HelloW] [uri:/ci/servlet/*] [uri:/ci/*.jsp] [uri:/ci/*] [uri:/WebCollab/servlet/*] [uri:/WebCollab/*.jsp] [uri:/WebCollab/*] Navigate to the /opt/TOMCAT_HOME/conf/ directory.
Page 620 To install and configure the Sample Customer Interface and Web Communications components on Linux Copy jconn2.jar from the SU location (which contains the required Sybase classes) to the opt/tomcat/common/lib directory. In opt/tomcat/conf/server.xml, search for the following line: Nortel Networks Symposium Web Center Portal...
Page 621 July 2004 Installing the External Web server components on Linux  Just after this, add the following lines, replacing the value of DBServer in the connectionURL with the host name of the database server: <Realm className="org.apache.catalina.realm.JDBCRealm" debug="0"...
Page 622 Between the Option tags, enter the value of at least one of the skillsets that have been configured. They begin with the letters MM_ and are case-sensitive. d. Save your changes. e. Repeat steps a to d for the TransAndCust.html file. Restart the Tomcat and Apache services. Nortel Networks Symposium Web Center Portal...
Page 623 July 2004 Installing the External Web server components on Linux Go to http://localhost/ci/login.html. Result: If the page is displayed correctly, you have correctly followed the procedure. Installation and Administration Guide...
Page 624 Installing the External Web server components on Linux Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 625: Installing The External Web Server Components With Jrun And Iis
A p p e n d i x F Installing the External Web Server components with JRun and IIS In this appendix Overview External Web server checklist for IIS and JRun Installing the Java 2 Standard Edition environment with IIS Configuring IIS as your web server Installing JRun (optional) Installing the Sample Customer Interface component...
Page 626: Overview
This appendix explains how to complete the following tasks: configuring IIS for the Sample Customer Interface installing JRun installing the Sample Customer Interface component installing the Web Communications component deploying the Sample Customer Interface on JRun Nortel Networks Symposium Web Center Portal...
Page 627: External Web Server Checklist For Iis And Jrun
July 2004 Installing the External Web Server components with JRun and IIS External Web server checklist for IIS and JRun Microsoft Microsoft Apache Web IIS and IIS and Server and Apache Macromedia Macromedia Step Tomcat JRun JRun Ensure that you have DirectX 9.0b (or later) installed on the computer.
Page 628 Log on to the External Web server with your local Administrator user ID. From the Windows Start menu, click Run. In the Open box, type dxdiag.exe. Click OK. Result: The DirectX Diagnostic Tool window appears. Ensure that the DirectX Version number is 9.0b or later. Nortel Networks Symposium Web Center Portal...
Page 629 July 2004 Installing the External Web Server components with JRun and IIS If the DirectX Version is not 9.0b or later, you must download the latest version from the Microsoft web site. For more information, refer to your Microsoft Windows documentation. What’s next? Install the J2SE environment with IIS.
Page 630: Installing The Java 2 Standard Edition Environment With Iis
If the current version of J2SE SDK on the web site is not 1_4_2 sdk, you must search for this version in the Archive section of the java.sun.com web site. Install J2SE 1.4.2 SDK. Nortel Networks Symposium Web Center Portal...
Page 631 July 2004 Installing the External Web Server components with JRun and IIS Set the System Path to include the \bin subfolder of the installation directory (for example, C:\j2sdk1.4.2 \bin). a. On the desktop, right-click the My Computer icon, and then choose Properties.
Page 632 In the Variable Name box, type JAVA_HOME. In the Variable Value box, type the installation path (for example, C:\j2sdk1.4.2, where C: is the drive on which you installed J2SE 1.4.2). g. Click OK. Nortel Networks Symposium Web Center Portal...
Page 633: Configuring Iis As Your Web Server
July 2004 Installing the External Web Server components with JRun and IIS Configuring IIS as your web server Introduction Follow the procedures in this section if you are using IIS instead of Apache as your web server and Apache Tomcat as your servlet engine. Microsoft Internet Information Server If you are planning to use IIS as your web server, you must verify that it is installed on your computer.
Page 634 Installing the External Web Server components with JRun and IIS Standard 2.0 Click OK. Result: The License Agreement window appears. Click I Agree. Result: The following window appears: Ensure that you select NT Service (NT/2k/XP only). You can keep the other defaults. Nortel Networks Symposium Web Center Portal...
Page 635 July 2004 Installing the External Web Server components with JRun and IIS Click Next. Result: The following window appears: Keep the default path, and click Install. Result: The installer starts copying the files. The following window appears: Installation and Administration Guide...
Page 636 Click Next. Result: The following window appears: Click Close. You can verify that the Tomcat Service is running by navigating to http://localhost:8080. Result: The Apache Tomcat web site appears. Nortel Networks Symposium Web Center Portal...
Page 637 July 2004 Installing the External Web Server components with JRun and IIS To configure IIS with Tomcat Follow the procedure below if you are using IIS as your web server. If you are using Apache, refer to “Installing the required web server software” on page 148.
Page 638 /examples/*.jsp= swcp_worker /examples/servlet/*= swcp_worker Edit the workers2.properties file and add the following text: worker.list=swcp_worker worker.swcp_worker.host=<hostname> worker.swcp_worker.port=8009 worker.swcp_worker.type=ajp13 Replace <hostname> with the name of your External Web server Save your changes to the workers2.properties file. Nortel Networks Symposium Web Center Portal...
Page 639: Installing Jrun (Optional)
July 2004 Installing the External Web Server components with JRun and IIS Installing JRun (optional) Introduction You can install JRun 4.0 on the External Web server if you are going to configure it for the Sample Customer Interface and Web Communications components.
Page 640 Installing the External Web Server components with JRun and IIS Standard 2.0 Click Next. Result: The License Agreement window appears. Select “I accept the terms in the license agreement,” and then click Next. Result: The Customer Information window appears. Nortel Networks Symposium Web Center Portal...
Page 641 July 2004 Installing the External Web Server components with JRun and IIS Enter the required information, and then click Next. Result: The Select Java Virtual Machine (JVM) window appears. Ensure that the path of the JVM is correct, and then click Next. Result: The Destination Folder window appears.
Page 642 Installing the External Web Server components with JRun and IIS Standard 2.0 Click Next. Result: The Setup Type window appears. Select Complete, and then click Next. Result: The User Name and Password window appears. Nortel Networks Symposium Web Center Portal...
Page 643 July 2004 Installing the External Web Server components with JRun and IIS Type your user name and password, and then click Next. ATTENTION You must remember this user name and password. You will use this user name and password to access the JRun Management Console.
Page 644 Ensure you select “ Install JRun as a Windows service,” and then click Next. Result: The Ready to Install the Program window appears. Click Install. Result: The JRun Status window appears, and then the Install Wizard Completed window appears. Nortel Networks Symposium Web Center Portal...
Page 645 July 2004 Installing the External Web Server components with JRun and IIS Clear the checkboxes, except for Launch the JRun Servers, and then click Finish. Result: The JRun installation is complete. You must download and install any necessary JRun patches. For more information, refer to the Macromedia web site (http://www.macromedia.com/software/jrun).
Page 646: Installing The Sample Customer Interface Component
Log on to the External Web server using the Local Windows Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 647 July 2004 Installing the External Web Server components with JRun and IIS Click Install Components. Result: The following window appears: Click Sample Customer Interface. Result: The Symposium Web Center Portal Welcome window appears. Installation and Administration Guide...
Page 648 Installing the External Web Server components with JRun and IIS Standard 2.0 Click Next. Result: The License Agreement window appears. Click Yes to accept the license agreement. Result: The Customer Information window appears. Nortel Networks Symposium Web Center Portal...
Page 649 July 2004 Installing the External Web Server components with JRun and IIS Type your user name and the name of your company, and then click Next. Result: The Choose Destination Location window appears. Verify the path, and then click Next. Result: The Ready to Install the Program window appears.
Page 650 Right-click the folder in which you installed the Sample Customer Interface, and then click Properties. Click the Web Sharing tab. Click Share this folder. Result: The Edit Alias window appears. In the Alias box, type the name of the folder. Nortel Networks Symposium Web Center Portal...
Page 651 July 2004 Installing the External Web Server components with JRun and IIS In the Access permissions section, choose Read. In the Execute permissions section, choose Scripts only. Click OK. To configure the Sample Customer Interface After you install the Sample Customer Interface component, you must configure the Sample Customer Interface.
Page 652 Edit the web.xml file as necessary. Ensure you enter the full path and file name starting with the drive letter. c. Ensure that if you edit the path, you replace the backslash (\) characters in the original path with double backslashes (\\) in the new path. Nortel Networks Symposium Web Center Portal...
Page 653 July 2004 Installing the External Web Server components with JRun and IIS Save your changes. Continue with the next procedure to edit the db.properties page. To edit the db.properties file Navigate to the db.properties file. Open the db.properties file in Notepad. Result: A window like the one below appears: Ensure that all the information in the file is correct (database name [SWCP_DB], database server [the host name of your Portal server], and...
Page 654 Result: A window like the one below appears: You must create a new path to location in which you want to store the log file (for example, C:\\Program Files\\Nortel Networks\\Symposium Web Center Porta\\swcp-ci\\swcplogs\\swcp.log). The swcp log is not created during the installation. It is generated when the Sample Customer Interface component is activated.
Page 655: Installing The Web Communications Component
July 2004 Installing the External Web Server components with JRun and IIS Installing the Web Communications component Introduction Follow the procedures in this section to install and configure the Web Communications component. The Web Communications component enables customers to communicate using Internet text chat, push web pages to each other, and share forms.
Page 656 If you are not already logged on to the External Web server, do so now with the Windows Administrator user ID. Insert the Nortel Networks Symposium Web Center Portal Server and Client Software CD-ROM into the CD-ROM drive. If the installation program does not start automatically, run Setup.exe from the CD.
Page 657 July 2004 Installing the External Web Server components with JRun and IIS Click Install Components. Result: The following window appears: Click Web Communications. Result: The Welcome window appears. Installation and Administration Guide...
Page 658 Installing the External Web Server components with JRun and IIS Standard 2.0 Click Next. Result: The License Agreement window appears. Click Yes to accept the license agreement. Result: The Customer Information window appears. Nortel Networks Symposium Web Center Portal...
Page 659 Installing the External Web Server components with JRun and IIS Type your user name and the name of your company, and then click Next. Result: The Symposium Web Center Portal Servers window appears. Type the host names of the Portal server and the External Web server, and then click Next.
Page 660 IIS as your web server ensure the root directory points to ..\Inetpub\wwwroot. you chose Apache 2.0 as your web ensure the root directory points to server ..\<APACHE_HOME>\htdocs. Click Next. Result: The Choose Destination Location window appears. Nortel Networks Symposium Web Center Portal...
Page 661 July 2004 Installing the External Web Server components with JRun and IIS Confirm or enter the destination folder for Web Communications, and then click Next. Result: The Ready to Install the Program window appears. Click Install. Result: The Setup Status window appears. The installation can take several minutes to finish.
Page 662 Result: The Environment Variables window appears. In the System variables section, highlight ClassPath. Click Edit. Result: The Edit System Variable window appears. In the Variable Value box, add the path to the clickstream.jar file. Click OK. Nortel Networks Symposium Web Center Portal...
Page 663: Deploying The Sample Customer Interface On Jrun
July 2004 Installing the External Web Server components with JRun and IIS Deploying the Sample Customer Interface on JRun Introduction Follow the procedures in this section to deploy the Sample Customer Interface with JRun 4.0. Note: Once you successfully deploy the Sample Customer Interface on JRun, you must install SU05.
Page 664 Every time you restart your computer, use the procedure above to ensure that the JRun servers are started. From the Start menu, choose Programs ➝ Macromedia JRun 4 ➝ Web Server Configuration Tool. Result: The JRun Web Server Configuration window appears. Nortel Networks Symposium Web Center Portal...
Page 665 July 2004 Installing the External Web Server components with JRun and IIS Click Add. Result: The Add Web Server Configuration window appears. THEN you want to use Apache as your web from the Web Server drop-down list, server choose Apache. In the Configuration Directory drop- down list, browse to the Apache Configuration folder (usually located...
Page 666 From the Start menu, choose Programs ➝ Macromedia JRun 4 ➝ JRun Management Console. Use the user name and password you created in step 16 in the procedure “To configure IIS with Tomcat” on page 637. Result: The JRun Management Console window appears. Nortel Networks Symposium Web Center Portal...
Page 667 July 2004 Installing the External Web Server components with JRun and IIS On the server list, click the plus sign (+) beside default. Click Settings. Result: The Java VM Settings window appears. Installation and Administration Guide...
Page 668 Classpaths: businessobjects.jar dbconnector.jar jconn2.jar log4j.jar swcpcore.jar Note: After you install Service Update 3 (or later), you must add clickstream.jar to the Classpath. For more information about Service Nortel Networks Symposium Web Center Portal...
Page 669 July 2004 Installing the External Web Server components with JRun and IIS Update 3, refer to “Installing software Service Updates and PEPs” on page 134. Click Update to save your changes. Continue with the next procedure to create a web application for the Customer Interface with JRun.
Page 670 If you are using Apache as your web server, browse to ..\Program Files\Nortel Networks\Symposium Web Center Portal\Sample Customer Interface (where Sample Customer Interface is the name of the folder in which you installed the Sample Customer Interface component).
Page 671 July 2004 Installing the External Web Server components with JRun and IIS If you are using IIS as your web server, browse to ..\intepub\wwwroot\swcp-ci (where swcp-ci is the folder in which you installed the Sample Customer Interface component). Click Open. Click Deploy.
Page 672 Installing the External Web Server components with JRun and IIS Standard 2.0 Document Root: The path to the Customer Interface files (for example, ..\Program Files\Nortel Networks\Symposium Web Center Portal\Sample Customer Interface or ..\intepub\wwwroot\swcp-ci depending on where you installed the Sample Customer Interface component).
Page 673 July 2004 Installing the External Web Server components with JRun and IIS On the JRun Management Console window, click default ➝ Services ➝ Security. Result: The JRun Security window appears. Ensure the Control Flag for both the User Modules and Role Modules is set to Optional.
Page 674 Result: The following window appears: e. From the Control Flag drop-down box, choose optional. Click Apply. On the User Modules box, click Add. Result: The JDBC Users window appears. Enter the following information: Control Flag: optional Nortel Networks Symposium Web Center Portal...
Page 675 July 2004 Installing the External Web Server components with JRun and IIS Database JNDI Name: SWCP_DB Select Use Details, and then enter the following information: Table Name: administrator_details Username Column: admin_logon_id Password Column: admin_password Click Apply to save your changes. On the Role Modules box, click Add.
Page 676 JRun Management Console. Result: The JRun Management Console window appears. On the server list, click the plus sign (+) beside default. Click Settings. Result: The Java VM Settings window appears. Nortel Networks Symposium Web Center Portal...
Page 677 In the New Classpath box, browse to C:\Program Files\Nortel Networks\Symposium Web Center Portal\WebCollab\WEB- INF\classes\encryption.jar, and then click Open. Click Add. In the New JNI Library Path box, browse to C:\Program Files\Nortel Networks\Symposium Web Center Portal\WebCollab\WEB- INF\classes\com\nortel\util\log, and then click Open. Click Add.
Page 678 On the JRun Management Console, click J2EE Components. Result: The J2EE Components on default window appears. On the Web Applications box, click Add. Result: The Deployment Files window appears. Browse to ..\Program Files\Nortel Networks\Symposium Web Center Portal\WebCollab, and then click Open. Nortel Networks Symposium Web Center Portal...
Page 679 Enter the following information: Context Path Host: The host name of the External Web server. Context Path: /WebCollab Document Root: ..\Program Files\Nortel Networks\Symposium Web Center Portal\Web Collab Ensure you select Enable File Serving, and leave the defaults already checked.
Page 680 Result: SWCP Web Collaboration Manager appears in the list under the default server. To set up security with JRun 4.0 If you installed the Web Communications component, you must configure the security settings in JRun. Nortel Networks Symposium Web Center Portal...
Page 681 July 2004 Installing the External Web Server components with JRun and IIS From the Start menu, choose Programs ➝ Macromedia JRun 4 ➝ JRun Management Console. Click Resources ➝ JDBC Data Source. Result: The Add JDBC Data Source window appears. In the Data Source Name box, type SWCP_DB.
Page 682 In the User Name box, type SWCP_ADMIN. In the Password box, type $nortel$admin. In the Verify Password box, type $nortel$admin again. Click Submit to save your changes. Click the Verify icon to test the connection.
Page 683: Glossary
Glossary access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels.
Page 684 See application program interface. application 1. A logical entity that represents a Symposium Web Center Portal script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.
Page 685 July 2004 Glossary Automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. Automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls.
Page 686 CDN is controlled by an application such as Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server. Nortel Networks Symposium Web Center Portal...
Page 687 The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to Symposium Web Center Portal from a client PC. Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller.
Page 688 You cannot change it in a script. See also call variable, variable. See Host Data Exchange. Host Data Exchange A rich scripting language provided with Symposium Call Center Server to control treatment of calls. Nortel Networks Symposium Web Center Portal...
Page 689 See Internet Protocol address. See Interactive voice response. A Java archive file. This is the standard library format used by Java applications and it is the format in which all of Symposium Web Center Portal’s Java components are packaged. JDBC The Java Database Connection API.
Page 690 A skillset that can be used at the local site only. See also network skillset, skillset. LOG4J A widely used logging API utilized by Symposium Web Center Portal’s Java components. Meridian 1 switch Master script The first script executed when a call arrives at the Symposium Web Center Portal.
Page 691 A call that originates at another site in the network. See also local call. Network Control Center The server on a Symposium Web Center Portal system where NSBR is configured and where communication between servers is managed. network script The script that is executed to handle error conditions for Symposium Call Center Server calls forwarded from one site to another, for customers using NSBR.
Page 692 The display area on an agent’s phoneset where information about incoming calls can be communicated. primary ACD-DN A directory number that callers can dial to reach an ACD group. Nortel Networks Symposium Web Center Portal...
Page 693 July 2004 Glossary primary script A script that is executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script, script, secondary script. See Remote Access Services.
Page 694 Management Protocol or SNMP, which sends messages called protocol data units (PDUs) site 1. A system using Symposium Call Center Server that can be accessed using SMI. 2. A system using Symposium Call Center Server and participating in Network Skill-Based Routing. Nortel Networks Symposium Web Center Portal...
Page 695 Symposium Call Center Server. Symposium Web Center Portal call A call to a CDN that is controlled by the Symposium Web Center Portal. The call is presented to the Incalls key on an agent’s phoneset.
Page 696 Symposium Call Center Server. See also call variable, global variable. voice port A connection from a telephony port on the switch to a port on the IVR system. See also Wide area network. Nortel Networks Symposium Web Center Portal...
Page 697 July 2004 Glossary 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. Installation and Administration Guide...
Page 698 Glossary Standard 2.0 Nortel Networks Symposium Web Center Portal...
Page 699: Index
Index designating sharing access class auto-acknowledgement Call Center Agent automatic refresh Call Center Supervisor auto-reply access classes auto-response ACD blending adding attachments Active X creating adding inserting data administrators setting up supervisors Address Book configuring Administration backup Web Communications clearing a scheduled backup Administrative datafill database administrator...
Page 700 ID keyword groups deploying rules Sample Customer Interface templates for personalized signatures Web Communications deployment customer verifying using JRun details designating attachment directories customer details details Customer Interface customer customizing DirectX installing Nortel Networks Symposium Web Center Portal...
Page 701 July 2004 Index domain form sharing primary domain controller forms Drop Mode load balancing security settings guidelines DTH & Transaction Monitor Configurator archiving Dynamic Transaction Handler for antivirus software about for Click Stream Tracking configuring for customizing the Customer interface settings for Page Push –...
Page 702 Memory Management utility Microsoft Internet Information Server Keep call (IIS) Keep mode migrate keyword group attachments creating skillsets removing migration selecting for a rule – one-step keywords recommendations space requirements system updates – two-step Nortel Networks Symposium Web Center Portal...
Page 703 July 2004 Index migration utility personalized signatures modifying creating templates for customers port number setting verifying Portal Administrator – installing troubleshooting Network Portal Agent requirements virtual directory network Portal Agent Interface call flow access for a domain user Network Control Center (NCC) changing the host name networked environment –...
Page 704 Symposium Center Portal Server Agent See sharing forms Portal Agent Interface guidelines Symposium Email Manager shutting down Memory Management utility Portal Server troubleshooting Nortel Networks Symposium Web Center Portal...
Page 705 Symposium Express Call Center third-party software requirements timestamp Symposium Web Center Portal server settings configuration Symposium Web Center Portal license To Address Symposium Web Center Portal Server configuring for a rule Administrator See Portal Administrator trace file synchronize trace information...
Page 706 Web Communications administration – installing on Linux – installing with JRun managing pages timers – troubleshooting windows Web On Hold troubleshooting web pages web pages,samples web server configuring WEBCOLLABURL windows Web Communications Windows Event Viewer Nortel Networks Symposium Web Center Portal...
Page 707 What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 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.
Page 710 The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Center Portal 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.

This manual is also suitable for:

Symposium web center portal

Nortel Web Center Portal Installation And Administration Manual

1 Getting Started

2 Installing the Symposium Web Center Portal Software

3 Installing and Configuring the External Web Server

4 Installing and Configuring Agent Pcs

5 Configuring Symposium Web Center Portal for E-Mail and Telephony Integration

6 Configuring E-Mail for Symposium Web Center Portal

7 Symposium Web Center Portal Rules Administration

8 Symposium Web Center Portal Administrative Tools

9 Managing Web Communications

10 Migrating and Uninstalling

11 Maintaining the Database

12 Installing and Configuring Pcanywhere

13 Troubleshooting

Installation and Configuration Checklists

Symposium Web Center Portal Telephony Components

C Customizing the Customer Interface

Dashboard Utility

Installing the External Web Server Components on Linux

Installing the External Web Server Components with Jrun and IIS

Glossary

Index

Quick Links

Troubleshooting

Related Manuals for Nortel Web Center Portal

Summary of Contents for Nortel Web Center Portal