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Contact Center Multimedia/Outbound

Getting started

Standard 7.16

About Contact Center Multimedia/Outbound

Contact Center Multimedia/Outbound is part of the Nortel Contact Center
portfolio. Contact Center Multimedia/Outbound provides a inbound and
outbound voice and e-mail features for the Contact Center.

Contact Center Multimedia/Outbound components

Contact Center Multimedia/Outbound consists of the following components:

Multimedia database:

This component is installed on the Contact Center

Multimedia/Outbound server and is an InterSystems Caché database that
stores all contact center activity. All outbound contact information,
incoming e-mail, Web requests, and associated responses are stored in a
structured format within the database. Information about outbound
campaigns is also stored in this database. You can store information for
1 000 000 contacts in a database that is saved on a 20 GB disk.

E-mail Manager:

This component is installed on the Contact Center

Multimedia/Outbound server. The E-mail Manager connects to the e-mail
server at regular intervals. The E-mail Manager reads e-mail messages from
the customer, processes the messages through a set of rules, and then stores
the e-mail message and information about the customer in the database.
Outgoing e-mail, generated from the e-mail responses stored in the
database, is sent to the e-mail server.

Web Communications Manager:

This component is installed on the

Contact Center Multimedia/Outbound server. The Web Communications
Manager connects to an external Web server. Your corporate Web site
gathers information from a customer and routes the contact to an agent.
Agents and customers communicate using a text chat session.

Outbound Management Campaign Management Tool:

This component

is installed on the Contact Center Multimedia/Outbound server and
accessed using the Contact Center Manager Administration application.
Use the Outbound Campaign Management Tool to create, modify, and

ATTENTION

Contact Center Multimedia/Outbound networking is not
supported in Release 6.0.

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Summary of Contents for Contact Center Manager

Page 1: ...Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide Product release 6 0 Standard 7 16 October 2007 297 2183 929...

Page 2: ......

Page 3: ...of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach This page...

Page 4: ...f Dell Computer Corporation InterSystems Cach is a trademark of InterSystems Corporation NOVELL is a trademark of Novell Inc REPLICATION SERVER and SYBASE are trademarks of Sybase Inc PCANYWHERE and T...

Page 5: ...vant documentation and check for updates 53 Step 3 Install your remote support access tool 54 Section B Installation 69 Step 4 Install the Multimedia Outbound server software 70 Step 5 Install the Mul...

Page 6: ...ng 150 Section H CCT server configuration 153 Step 26 Import the agent phonesets to the TAPI database 154 Step 27 Configure the Contact Management Framework option 163 Step 28 Import the contact cente...

Page 7: ...nd check for updates 298 Step 4 Install your remote support access tool 299 Section B Installation 315 Step 5 Install the Multimedia Outbound server software 316 Step 6 Install the Multimedia Outbound...

Page 8: ...7 Step 31 Create route points 420 Step 32 Configure the sample multimedia scripts 422 Step 33 Add the Multimedia Server to CCMA for reporting 426 Section I CCT server configuration 429 Step 34 Import...

Page 9: ...ep 10 Create additional route points 557 Step 11 Configure additional sample multimedia scripts 559 Section E CCT server configuration 563 Step 12 Import additional agent phonesets to the TAPI databas...

Page 10: ...8 Configure the shared inbound and outbound attachment folders 703 Step 9 Configure Internet Information Services IIS 716 Step 10 Verify the Multimedia database installation 725 Step 11 Restore the Co...

Page 11: ...configuration 823 Step 36 Understand the contact types 824 Step 37 Log on to the Multimedia Administrator 828 Step 38 Start the configuration tool 830 Step 39 Update the E mail Manager service 849 Se...

Page 12: ...erview 972 Section A Switching to Standby when Primary server fails 975 Overview 976 Step 1 Ensure the failed server is disconnected from the network 977 Step 2 Promote Server B 978 Step 3 Confirm the...

Page 13: ...ver 1052 Step 16 Configure the external Web server 1054 Step 17 Configure the Contact Center Agent Desktop 1056 Step 18 Start the services on Server B 1057 Step 19 Update the e mail attachment folders...

Page 14: ...figure closed reasons 1170 13 Configuring the Contact Center Agent Desktop 1173 Overview 1174 Log on to the Multimedia Administrator 1175 Reset agent passwords 1176 Configure custom fields in CCAD 117...

Page 15: ...Trap Translator to select events 1255 19 Managing security 1259 Overview 1260 General security precautions 1261 Microsoft security guidelines 1262 Password guidelines 1263 Check server events for sus...

Page 16: ...dia events 1341 B Feature licensing 1367 Multimedia license codes 1368 C Contact life cycles 1371 Overview 1372 Outbound contacts 1373 E mail messages 1375 Web Communications contacts 1377 D Change th...

Page 17: ...trol Toolkit server name 1514 Change the Communication Control Toolkit IP address 1524 Change the Contact Center Multimedia server name 1528 Change the Contact Center Multimedia IP address 1540 Change...

Page 18: ...xviii Contact Center Multimedia Outbound Standard 7 16...

Page 19: ...de 19 C h a p t e r 1 Getting started In this chapter New in this release 20 Overview 24 About Contact Center Multimedia Outbound 26 New features 34 How to use this guide 38 Skills you need 40 Related...

Page 20: ...cy Server installation on page 21 Installation and configuration improvements on page 21 Outbound Manager on page 21 E mail Manager on page 22 Web Communications Manager on page 22 Contact Center Agen...

Page 21: ...n B Switching to Standby for a planned change on page 993 Section C Restoring CCMM servers to original configuration on page 1009 Installation and configuration improvements The installation and confi...

Page 22: ...ot the E mail Manager on page 1311 Web Communications Manager The Web Communications Manager controls how Web communications and text chat contacts are routed The Web Communications Manager affects th...

Page 23: ...Contact Center Manager Server manages contacts and routes them according to the properties of the contact Information about the Contact Center Multimedia database appears in the following sections Ste...

Page 24: ...to Contact Center Multimedia Outbound 6 0 migrate Contact Center Multimedia Outbound 6 0 from one server to another deploy the Agent Desktop application to agents deploy the Outbound Campaign Managem...

Page 25: ...Contact Center Multimedia Outbound server administrators who are responsible for monitoring and maintaining the server Access rights This guide assumes that you have the privileges and access rights...

Page 26: ...er This component is installed on the Contact Center Multimedia Outbound server The E mail Manager connects to the e mail server at regular intervals The E mail Manager reads e mail messages from the...

Page 27: ...ternet Explorer to connect to the Multimedia server to retrieve the Agent Desktop interface The Communication Control Toolkit pushes e mail messages Web requests outbound contacts and voice calls to t...

Page 28: ...inistrative and management capabilities Migration utility This utility migrates existing data from Symposium Web Center Portal Release 4 0 in the Sybase database to the new Multimedia database in Cach...

Page 29: ...E mail Touch Point Agent UI Web Server Auto Ack Auto response CCM Web Services Open Queue Client Keyword Analysis Rules Engine SMTP 25 POP3 110 SOAP XML 80 443 Contact Center Manger Server Reporting...

Page 30: ...party integration or Web site integration The e mail license encompasses all contacts that come in from the E Mail Manager for example e mail fax SMS and scanned white mail The Web communications lice...

Page 31: ...ions that are configured in Contact Center Manager Administration to active telephone lines Clients From a client an agent can type a URL into a Web browser to pull the Contact Center Agent Desktop ap...

Page 32: ...nter Multimedia Outbound Getting started Standard 7 16 security file CCMM_Security_Profile msi Contact Center portfolio The following diagram shows the interaction within a contact center of all of th...

Page 33: ...ional Routing Switch ELAN subnet HDX Application Server PSTN Remote Support Remote Agent Modem TACACS or RADIUS CallPilot External Web Server POP3 SMTP Mail Server CallPilot Web Server Media Gateway V...

Page 34: ...aigns Use the Outbound Campaign Management Tool to complete the following tasks Create campaigns with parameters such as start time end time and an optional call script Import contact data You can dow...

Page 35: ...ed by a maximum of 600 agents Agents use the Agent Desktop application to complete the following tasks log on and log off the application change their status to ready or not ready accept contacts find...

Page 36: ...r self service and contact center solutions to your client applications The new version of the Communication Control Toolkit provides more firewall friendly connections between the Agent Desktop and t...

Page 37: ...ore the Cach database Other functions have been moved to other applications and utilities within the Contact Center portfolio in this release Reports are run using Contact Center Manager Administratio...

Page 38: ...section focuses only on the most common tasks If the task you want to perform is not listed here use the table of contents or index to find the information you need Where to start in this guide The f...

Page 39: ...ions customer interface Configure the Agent Desktop application settings including contact timers and hotdesking Chapter 13 Configuring the Contact Center Agent Desktop Uninstall the Contact Center Mu...

Page 40: ...must have the following experience or knowledge client server architecture LAN WAN networking network security and management Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 St...

Page 41: ...System Requirements Guide 297 2183 263 The Contact Center portfolio Nortel Contact Center What s New in Release 6 0 297 2183 903 Required installation and server data Nortel Contact Center Installer s...

Page 42: ...nager Server Installation and Maintenance Guide for the Standby Server 297 2183 219 Nortel Contact Center Manager Administration Installation and Maintenance Guide 297 2183 926 Nortel Communication Co...

Page 43: ...tel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products From this site you can d...

Page 44: ...b site to obtain the phone number for your region http www nortel com callus Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can u...

Page 45: ...Installation and Maintenance Guide 45 p a r t 1 Installing the Contact Center Multimedia Outbound server software...

Page 46: ...46 Contact Center Multimedia Outbound Standard 7 16...

Page 47: ...1 Section B Installation 69 Section C Postinstallation 81 Section D Client configuration 111 Section E External component configuration 121 Section F Contact Center Manager server configuration 125 Se...

Page 48: ...ver For more information about installing the Contact Center Agent Desktop application on the Communication Control Toolkit or on another server see the Communication Control Toolkit Installation and...

Page 49: ...and operational for the contact types in your contact center For more information see Appendix B Feature licensing and the Contact Center Manager Server Installation and Maintenance Guide The Contact...

Page 50: ...perating system installation configuration 45 minutes Installing the Server Software 30 minutes Postinstallation 15 minutes These times can vary depending on the server network infrastructure and your...

Page 51: ...7 Installing the Multimedia Outbound server Section A Preinstallation In this section Step 1 Review the preinstallation instructions 52 Step 2 Read the relevant documentation and check for updates 53...

Page 52: ...indows Server 2003 Software Standard edition or Enterprise Edition Other versions of Windows Server 2003 are not supported ATTENTION After you install the Contact Center Multimedia Outbound components...

Page 53: ...updates Before you install the Contact Center Multimedia Outbound software check the Nortel Web site www nortel com or the Partner Information Center Web site www nortel com pic for the following upda...

Page 54: ...icrosoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform This alternative is provided for customers whose security policy does not...

Page 55: ...he local administrator 2 Insert the Nortel Contact Center DVD into the server 3 Open the PCAnywhere folder CAUTION Risk of system failure Before you install pcAnywhere version 11 5 ensure that the vid...

Page 56: ...Information window appears 7 Enter your user name and company details and then click Next Result The Destination Folder window appears 8 Accept the default location for installing the software or cli...

Page 57: ...ere to appropriate users for example Nortel support personnel and distributors If during the pcAnywhere configuration a message appears indicating that you do not have the rights to modify a setting o...

Page 58: ...your changes and close the Properties dialog box Configuring an account in pcAnywhere 11 5 or later If you are using a modem connection with pcAnywhere you must configure your modem before you perform...

Page 59: ...Item Connection Wizard Result The Connection Wizard Connection Method dialog box appears 4 Select I want to use cable modem DSL LAN dial up Internet ISP 5 Click Next Result The Connection Wizard Authe...

Page 60: ...nnection Wizard Name and Password dialog box appears 8 In the User name box type a name for the caller account You can choose any name or you can use a name familiar to you such as NGenDist 9 In the P...

Page 61: ...Outbound server 11 Click Next Result The Connection Wizard Summary dialog box appears 12 Review the summary 13 Click Finish Result The Hosts dialog box reappears with the new account selected 14 Type...

Page 62: ...Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 15 Right click the account name and click Properties Result The Host Properties account name dialog box appea...

Page 63: ...Installation and Maintenance Guide 63 October 2007 Installing the Multimedia Outbound server 16 Click the Settings tab 17 Select Launch with Windows and Run minimized 18 Click the Callers tab...

Page 64: ...the caller account you just created and then click Properties Result The Caller Properties dialog box appears 20 Click the Privileges tab 21 Click Superuser 22 Click OK to save your changes and close...

Page 65: ...the Multimedia Outbound server 23 Click the Security Options tab 24 Under Session options ensure the Session options are set to Host and Remote 25 Under Login options ensure Limit login attempts per c...

Page 66: ...on settings click the Protect Item tab and type the password otherwise skip to the next step 30 Click OK to save all pcAnywhere host settings 31 Optionally repeat steps 2 to 30 to create another calle...

Page 67: ...ft Remote Desktop Connection for administration formerly known as the Terminal Services Administration Mode is installed by default on Windows Server 2003 After you install Windows Server 2003 Microso...

Page 68: ...be sent from this computer 4 Click OK For details about using Microsoft Remote Desktop Connection for Administration see the Microsoft documentation at www microsoft com What is next Continue with ins...

Page 69: ...ance Guide 69 October 2007 Installing the Multimedia Outbound server Section B Installation In this section Step 4 Install the Multimedia Outbound server software 70 Step 5 Install the Multimedia Outb...

Page 70: ...e system checks to ensure that the following software is installed on the system Java Runtime Environment Release 1 5 0 You must ensure that you do not have the automatic update option selected Contac...

Page 71: ...ce Guide 71 October 2007 Installing the Multimedia Outbound server Installing the Multimedia Outbound server 1 Insert the Nortel Contact Center DVD into the DVD drive 2 Select Contact Center Multimedi...

Page 72: ...Outbound server Standard 7 16 If either the Java Runtime Environment JRE Release 1 5 0 or the Microsoft NET Framework is not installed Contact Center Multimedia Outbound installs it automatically Clic...

Page 73: ...ick Next Result The License Agreement dialog box appears 5 Read the license agreement select I accept the terms in the license agreement and then click Next Result The Setup Type dialog box appears 6...

Page 74: ...gn Manager Tool client Tip For information about installing the Agent Desktop telephony toolbar on your Communication Control Toolkit server for telephony only deployment see the Communication Control...

Page 75: ...s must be entered Use the information documented in the Installer s Road Map Do not use the IP addresses for the servers Contact Center Manager Server The name of the server that routes contacts to ag...

Page 76: ...er The name of the corporate server used for Web access and internet connections 9 Click Next Result The Destination Location dialog box appears 10 Select the drives on which you want to install the M...

Page 77: ...00 contacts After you select a drive you can click Space to verify the amount of disk space on the selected drive If the installation program detects that you have not met the disk and disk space requ...

Page 78: ...mation about the Installation Summary and then click Install Result The Contact Center Multimedia Outbound server software and database are installed The InstallShield Wizard Completed dialog box appe...

Page 79: ...apply the latest service update check to see if there are any updates posted in the installation addenda on the following Web sites www nortel com for end users www nortel com pic for distributors Fo...

Page 80: ...80 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...

Page 81: ...stallation In this section Step 6 Provide local users with the Log on as a service right 82 Step 7 Configure the shared inbound and outbound attachment folders 87 Step 8 Configure Internet Information...

Page 82: ...you are licensed for e mail in your contact center IUSR_ Servername The IUSR account is an Internet Information Services IIS account used for all communication between the Multimedia server and the Ag...

Page 83: ...r Rights Assignment Result All rights that can be assigned to a user are displayed in the right pane 4 Double click Log on as a service Result The Log on as a service Properties dialog box appears 5 C...

Page 84: ...rs Computers or Groups dialog box appears 13 Click Locations 14 In the Enter the object name to select box type IUSR_ Servername where Servername is the name of your Multimedia server 15 Click Check N...

Page 85: ...Installation and Maintenance Guide 85 October 2007 Installing the Multimedia Outbound server 3 Click Users 4 Right click CCMMOPSUSR and then click Properties...

Page 86: ...86 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 5 On the General tab select the check box Password Never Expires 6 Click OK...

Page 87: ...a database installation on page 109 Access on a shared folder is determined through two sets of permission entries the permissions set on the share called share permissions and the permissions set on...

Page 88: ...re Nortel recommends that you use the default attachment locations defined in this section If required you can choose a different location for the inbound and outbound shared e mail folders If you cho...

Page 89: ...boundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for inboundattachment dialog box appears 11 Click Add 1...

Page 90: ...at the user name exists on the local computer 17 Click OK Result The Permissions for inboundattachment dialog box appears and the user is added to the list of users 18 Select the Multimedia user accou...

Page 91: ...t names to select box type IUSR_ Servername where Servername is the name of the Multimedia server 23 Click OK 24 Select the Internet Guest Account IUSR_ Servername account 25 Allow Full Control permis...

Page 92: ...media server from the list 33 Click OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local...

Page 93: ...On the Inbound Properties dialog box click Security 42 Click Add to add a new user 43 Click Locations 44 In the Locations dialog box select the Multimedia server name from the list 45 Click OK to clo...

Page 94: ...security folder does not exist in the Enter the object name to select box type SYSTEM 55 Select the check box under Allow and beside Full Control 56 Click Apply to save the changes to permissions for...

Page 95: ...outboundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for outboundattachment dialog box appears 11 Click...

Page 96: ...at the user name exists on the local computer 17 Click OK Result The Permissions for outboundattachment dialog box appears and the user is added to the list of users 18 Select the Multimedia user acco...

Page 97: ...object names to select box type IUSR_ Servername where Servername is the name of the Multimedia server 23 Click OK 24 Select the Internet Guest account IUSER_ Servername account 25 Allow Full Control...

Page 98: ...Click OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local computer 36 Click OK Result...

Page 99: ...ecute List Folder Contents Write and Read 49 Click Apply 50 Click Add to add a new user 51 In the Enter the object names to select box type IUSR_ Servername 52 Click OK 53 For the IUSR account select...

Page 100: ...folders for the client applications Updating the inbound attachment virtual directory 1 Open the Internet Information Service IIS Manager On the Start menu click All Programs Administrative Tools Int...

Page 101: ...uide 101 October 2007 Installing the Multimedia Outbound server 5 Right click the inboundattachment virtual directory and select Properties Result The Inboundattachment properties window appears 6 Cli...

Page 102: ...here LocalComputerName is the name of the Contact Center Multimedia server Password _mm6NtRed 9 Click OK to save the changes and close the dialog 10 If you are prompted to confirm the password you ent...

Page 103: ...ick the plus sign to expand Local Computer 3 Click the plus sign to expand Web Sites 4 Click the plus sign to expand Default Web Site Result A list of virtual directories is displayed 5 Right click th...

Page 104: ...ies window click Apply to save your changes 12 Click OK to close the Properties window 13 Close the IIS Manager window Configuring the MIME types Configure Internet Information Services IIS on your Co...

Page 105: ...Installation and Maintenance Guide 105 October 2007 Installing the Multimedia Outbound server 5 Right click Default Web Site and select Properties Result The Properties dialog box appears...

Page 106: ...ultimedia Outbound Installing the Multimedia Outbound server Standard 7 16 6 Click the HTTP Headers tab 7 Click MIME Types 8 Click New 9 In the Extension box type dic 10 In the MIME Type box type appl...

Page 107: ...lick OK 20 Click Apply to save the changes If you are prompted to select any subfolders that inherit the changes select those in the Agent Desktop hierarchy 21 Continue to Setting Web content permissi...

Page 108: ...tandard 7 16 3 Click Web Services Extensions 4 On the right side of the IIS Window click the Extended tab if it is not already open 5 Select Active Server Pages 6 Click Allow if Active Server Pages ar...

Page 109: ...n to verify the installation of the Multimedia database is complete Verifying the Web services 1 On the Multimedia Outbound Server open Internet Explorer 2 Browse to http localhost csp multimedia ws C...

Page 110: ...SNMP service to forward traps you must perform these tasks Configure the Windows SNMP service on the server Select the types of events you want to forward to the Network Management System NMS Configur...

Page 111: ...er 2007 Installing the Multimedia Outbound server Section D Client configuration In this section Step 11 Check the requirements for each client 112 Step 12 Install NET Framework on clients 115 Step 13...

Page 112: ...m the Contact Center Multimedia Outbound server to their desktop The agent uses the Contact Center Agent Desktop to handle the following types of contacts inbound voice outbound voice e mail and Web c...

Page 113: ...ng and Engineering Guide Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements Intel Pentium III 733 MHz CPU 256 MB R...

Page 114: ...ystems Windows 2000 Professional with service pack 4 Windows XP Professional with service pack 2 or Windows Vista Microsoft NET Framework 1 1 with service pack 1 See Step 12 Install NET Framework on c...

Page 115: ...must download the appropriate language version of the NET Framework language pack Prerequisites for installing the NET Framework Each client must meet the following requirements before you install the...

Page 116: ...a client 1 Log on to the client as the local administrator 2 On the client open the DVD folder CCMM Microsoft NET Framework 1 1 Redistributables 3 Double click dotnetfx exe to install the NET Framewor...

Page 117: ...urity_Policy msi Microsoft Installer contains a policy level for the client to download and run assemblies with a particular strong name A strong name consists of the assembly identity name version nu...

Page 118: ...one company to the next follow your company guidelines to install the CCMM_Security_Policy msi file for the SMS clients on your network For more information about SMS clients see the documentation on...

Page 119: ...media Outbound server 3 Verify that you see Code Groups named CCMM SHDocVw and xceed What is next Begin configuring the other components required for routing Multimedia contacts For more information s...

Page 120: ...120 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...

Page 121: ...Installing the Multimedia Outbound server Section E External component configuration In this section Step 14 Configure phonesets on the switch for each agent 122 Step 15 Create a Windows user for eac...

Page 122: ...omplete the tasks in this checklist CS 1000 Meridian 1 for the agent Done Create a terminal number TN entry for each contact center agent as per instructions in the Contact Center Manager Server Insta...

Page 123: ...Domain used for Contact Center Agent Resources 4 On the Action menu click New User 5 Complete the relevant user details such as first name last name and user logon name and then click Next 6 Enter an...

Page 124: ...onfigure the mailboxes to be used for receiving contacts Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e mail retrieval Basic authenticati...

Page 125: ...tenance Guide 125 October 2007 Installing the Multimedia Outbound server Section F Contact Center Manager server configuration In this section Step 17 Enable Open Queue 126 Step 18 Ensure the CCT serv...

Page 126: ...tacts in Contact Center Manager Server The License Manager on the License server must contain the correct license information to provide Open Queue feature For a description of the licensing see Appen...

Page 127: ...ltimedia Outbound server Enabling Open Queue 1 On the Start menu of the Contact Center Manager Server choose All Programs Nortel Contact Center Server Setup Configuration Result The Nortel Contact Cen...

Page 128: ...alling the Multimedia Outbound server Standard 7 16 2 Click the License Manager tab Result The License Manager page appears 3 From the CCMS Optional Package list select Open Queue 4 Continue with Ensu...

Page 129: ...n Utility dialog box click the CCT Server tab 2 If you are using a remote Communication Control Toolkit server select the Use a remote CCT server check box 3 Ensure the CCT server host name is correct...

Page 130: ...K Result The following dialog box appears 8 Click Yes to restart the server 9 After you restart the sever Contact Center Manager Server is Open Queue enabled and configured for use with the Communicat...

Page 131: ...section Step 19 Refresh the Contact Center Manager Server 132 Step 20 Configure the agent phonesets 135 Step 21 Create required multimedia skillsets 138 Step 22 Create supervisors and agents 141 Step...

Page 132: ...to the Contact Center Manager Administration 1 Start Internet Explorer 2 In the Address box type http followed by the server name For example http Contact Center Manager Administration Server name 3...

Page 133: ...r Manager Administration main window appears Refreshing a server 1 Log on to Contact Center Manager Administration For instructions see Logging on to the Contact Center Manager Administration on page...

Page 134: ...Result The system asks if you are sure you want to refresh the selected server 5 Click Yes Result The system warns that all browsers using Contact Center Manager Administration must be refreshed If t...

Page 135: ...fter you save a phoneset you cannot modify it You must delete your saved phoneset then add a new phoneset to change the phoneset configuration Adding a phoneset Before you perform this procedure you m...

Page 136: ...indow appears 5 In the Name box type the name of the phoneset as you want it to appear in reports 6 In the Type box select the type of terminal 7 In the Address box type the address of the phoneset on...

Page 137: ...e table select the Acquired check box in the row containing the phone set that you want to acquire Tip Clear the Acquired check mark to deacquire the phoneset 2 Click in any other row in the table to...

Page 138: ...n Contact Center Manager Administration For e mail contacts you must configure a mailbox for each skillset from which you want to send a reply if you want to reserve the original To address as the Rep...

Page 139: ...tivity Code list select the activity code that is registered whenever this skillset is used This number must be defined in the system already 7 From the Threshold Class list select the threshold class...

Page 140: ...lect a value to take the skillset offline and specify the service mode for the manual night service switch 11 Optionally in the Comment box type any comments you have about the skillset 12 Press tab t...

Page 141: ...r under which you want to add the supervisor Tip Before you can add a new supervisor you must select a server from the server tree 4 On the Contact Center Management menu bar click Add Supervisor Resu...

Page 142: ...ick Contact Center Management 3 On the system tree click the Contact Center Manager Server under which you want to add the agent 4 On the Contact Center Management menu bar click Add Agent Result The...

Page 143: ...tor and request that the skillset is added to your partition 11 In the table listing all skillsets select the priority numbers beside the skillsets to which you want to assign the agent or select Stan...

Page 144: ...eveal its resources 3 Click the CDNs route points heading Result The CDNs route points window appears 4 Select the OpenQueue tab 5 In the Name box type the name of the Open Queue CDN route point as yo...

Page 145: ...table of the CDNs Route Points window select the Acquired check box in the row containing the Open Queue CDN route point that you want to acquire Tip Clear the Acquired check box to deacquire the Open...

Page 146: ...insics AGENT AGENT and PRIORITY PRIORITY handling scheduled contacts that have a callback date and time set using the contact intrinsics DATE DATE TIME TIME and NEXTYEAR queuing contacts that were pul...

Page 147: ...ct to the agent If the preferred agent is not logged on the script queues the multimedia contact to its assigned skillset The variables required for the Multimedia script implementation are provided i...

Page 148: ...cript You can import a sample script into Contact Center Manager Administration in two ways To import a sample script into an existing script in the Script Manager double click the script into which y...

Page 149: ...e 149 October 2007 Installing the Multimedia Outbound server 7 Click Open Result The system adds the text of the sample script to the end of the current script or to the place at which you put your cu...

Page 150: ...enter Manager Administration with the name and IP address of the new Multimedia server You must log on to Contact Center Manager Administration as the Web administrator Adding the Contact Center Multi...

Page 151: ...In the Login ID box type the ID for the reporting user for the server The Login ID for the Multimedia server is always mmReport 6 In the Password box type the password for the reporting user for the...

Page 152: ...perties 4 Under Associated Reporting Server click the Select box next to the Multimedia server you added Tip Only associate one of each type of server with a Contact Center Manager Server If you assoc...

Page 153: ...ase 154 Step 27 Configure the Contact Management Framework option 163 Step 28 Import the contact center users into CCT 171 Step 29 Import the terminals and addresses into CCT 175 Step 30 Import the Wi...

Page 154: ...tch configuration information text file on the TAPI server To create a switch configuration information text file To complete these steps ensure that a cable is connected from the server to the switch...

Page 155: ...by selecting Add Remove Windows Components then navigate to Accessories and Utilities and click Details Select Communication and click Details Select HyperTerminal and click OK HyperTerminal is insta...

Page 156: ...ndard 7 16 6 In the Connect using list choose COM1 or the COM port connected to the CS 1000 Meridian 1 switch Result The COM1 Properties dialog box appears 7 Verify the information in this dialog box...

Page 157: ...t press Enter At the CDEN prompt press Enter At the CUST prompt type 0 or customer number and press Enter At the DATE prompt press Enter At the PAGE prompt press Enter At the DES prompt press Enter Ti...

Page 158: ...ice Provider Configure Database 2 If you are prompted enter the customer number for the switch Result The application configuration dialog box appears 3 Click Convert Text file Result The Open dialog...

Page 159: ...o the Symposium TAPI SP database Some of this information can be unnecessary or inappropriate For example the CS 1000 Meridian 1 switch works on the assumption that IVR ports are analog These ports mu...

Page 160: ...tel Symposium TAPI Service Provider Configure Database 2 Click the Meridian 1 Host tab 3 Click TN Table Result The Line Devices dialog box appears 4 Ensure that the required TNs for the agent phoneset...

Page 161: ...OK Result The new TN is added to the TN table d To add a new DN click Add DN Result The DN Properties dialog box appears e In the Position ID type the position ID of the set f In the DN Type box choo...

Page 162: ...Outbound Installing the Multimedia Outbound server Standard 7 16 k In the Directory box enter the directory number for the SCR DN l In the DN Type box choose SCR m In the Key box enter 3 5 Click OK to...

Page 163: ...Manager Server Contact Center Manager Administration and Communication Control Toolkit are on stand alone servers or co resident Configuring the Communication Control Toolkit console Follow these step...

Page 164: ...he Multimedia Outbound server Standard 7 16 3 On the File menu choose Add Remove snap in Result The Add Remove Snap in dialog box appears 4 Click Add Result The Add Standalone Snap in dialog box appea...

Page 165: ...Guide 165 October 2007 Installing the Multimedia Outbound server 5 Select NCCT Admin and then click Add Result The NCCT Admin Select Computer dialog box appears 6 Select the computer that you want the...

Page 166: ...Installing the Multimedia Outbound server Standard 7 16 7 Click Finish Result The Add Standalone Snap in dialog box appears 8 Select NCCT Maintenance and click Add Result The NCCT Maintenance snap in...

Page 167: ...the Contact Management Framework 1 Open the NCCT 6 0 Console on the Communication Control Toolkit server 2 On the left pane of the NCCT 6 0 Console expand NCCT Admin and select CCT Server Result CCT S...

Page 168: ...iguration of the Contact Center servers Tip If you configure the CMF for stand alone deployment then you must restart all core Communication Control Toolkit services If you configure the CMF for co re...

Page 169: ...vices Properties dialog box appears d Click to stop the services e Click to restart the services To stop and restart Contact Center Manager Server services do the following a Log on to the Contact Cen...

Page 170: ...he Service Status Log d From the Windows Start menu choose All Programs Nortel Contact Center Manager Server Startup Result The Contact Center Manager Server Startup Utility window appears e Click OK...

Page 171: ...Manager Server You completed this task in Step 17 Enable Open Queue on page 126 2 Configure the Communication Control Toolkit server using the NCCT 6 0 Console You completed this task in Step 27 Confi...

Page 172: ...6 3 Restart the Data Access Layer service a Click Start Administrative Tools Services b Right click Data Access Layer service and then click Restart c Close the Services window 4 Click Start All Progr...

Page 173: ...allation and Maintenance Guide 173 October 2007 Installing the Multimedia Outbound server 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available importing tools app...

Page 174: ...er Users Result The Import Contact Center Users Properties window appears 7 Select a Contact Center user from the Available Contact Center Users list and click Add or click Add All to import all avail...

Page 175: ...at the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel RSH Daemon if installed To stop t...

Page 176: ...ntact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 5 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console ap...

Page 177: ...ion and Maintenance Guide 177 October 2007 Installing the Multimedia Outbound server 6 Expand NCCT Admin and select Importing Tools Result The available Importing Tools appear in the right pane of the...

Page 178: ...178 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 7 Double click Import M1 TSP Data Result The Import M1 TSP Data Properties dialog box appears...

Page 179: ...addresses in the TAPI Service Provider for M1 database appear Tip No selection is possible you must import all available terminals and addresses to ensure that all terminals are imported with their a...

Page 180: ...ed on to the specified domain If you import domain users configured using the domain companyname com format the utility imports the user in the format domainname username If you import users from a do...

Page 181: ...electing CCT server in the Location box To import Windows users from the CCT Server perform the following a In the Location box select the CCT server from which you want to import users b In the Objec...

Page 182: ...in the Object Name box First Name find all Windows user accounts where the first name matches or contains the value in the Object Name box User Group Name find all Windows user accounts where the user...

Page 183: ...local workstations 1 Make sure that the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel...

Page 184: ...ntact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 4 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console ap...

Page 185: ...October 2007 Installing the Multimedia Outbound server 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available Importing Tools appear in the right pane of the conso...

Page 186: ...alone server then there are no available workstations to import Result The Import Work Stations Properties dialog box appears 7 Press the CTRL key and select the workstations 8 Click Add Result The re...

Page 187: ...nd server Step 32 Map terminals to workstations optional If you want to have a one to one mapping between terminals and workstations perform this step Mapping a terminal to a workstation 1 On the NCCT...

Page 188: ...188 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 2 Double click the terminal you want to configure Result The Terminal Properties dialog box appears...

Page 189: ...ion Maps tab Result The Workstation Maps page appears 4 Select the appropriate workstations in Available WorkStations 5 Click Add to move the selected workstation to the Mapped WorkStation box Result...

Page 190: ...rs to Windows users so that the Windows users have access to the contact center software functionality For example when Contact Center Agent Desktop is deployed mapping a Contact Center user to a Wind...

Page 191: ...Maintenance Guide 191 October 2007 Installing the Multimedia Outbound server Mapping a user to an address and address groups 1 On the NCCT 6 0 Console select Users Result The Users folder on the cons...

Page 192: ...192 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 193: ...and address groups from Available Addresses and Address Groups 5 Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list 6 Click OK Result The addr...

Page 194: ...194 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 195: ...up from those in Available Terminals and Terminal Groups 5 Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list 6 Click OK Result The terminals...

Page 196: ...196 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 197: ...s and Agent Groups 5 Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list 6 Click OK Result The contact center users and contac...

Page 198: ...198 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...

Page 199: ...the Multimedia Outbound server Section I Contact type configuration In this section Step 34 Understand the contact types 200 Step 35 Log on to the Multimedia Administrator 204 Step 36 Start the config...

Page 200: ...contact types you are able to configure You can use the License Manager file on Contact Center Manager Server to determine what licenses you have For more information about the license codes see Appe...

Page 201: ...other method when the contact center is closed Some steps are required to configure the E mail Manager configure the skillsets setup the servers and configure the default rules for a recipient mailbox...

Page 202: ...mail server that holds e mail messages Standard mailboxes are monitored by the Contact Center E mail Manager which routes the e mail to an agent or group of agents skillset based on an analytical sear...

Page 203: ...ich e mail messages that arrive at that alias are discarded A text chat session is a two way conversation between an agent and a customer The exchange of messages is private to the customer and agent...

Page 204: ...edia Administrator use the following Username SysAdmin Password _ _ccmm Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types L...

Page 205: ...indow appears If you are opening the Contact Center Multimedia Administrator for the first time the Getting Started screen appears on top of the Multimedia Administrator window Tip The Getting Started...

Page 206: ...on to the Administrator application on the Utilities menu of the Multimedia Administrator click Getting Started Result The Getting Started window appears Tip Once you begin these steps you cannot stop...

Page 207: ...imedia contacts You must configure at least one skillset for each contact type for which you are licensed Voice skillsets are prefixed by VO_ or do not contain a prefix E mail skillsets are prefixed b...

Page 208: ...nd Installing the Multimedia Outbound server Standard 7 16 1 Select the first skillset you use to route multimedia contacts 2 Click Edit If you edit a skillset for outbound contacts or Web communicati...

Page 209: ...re configured click Close to close the Skillset Settings window Click OK and begin the contact configuration using the Getting Started window again What is next If you have only outbound contacts lice...

Page 210: ...econdary e mail servers If your system cannot log on to a mailbox the E mail Manager attempts to connect to the secondary POP3 host Likewise if an SMTP connection attempt fails the secondary SMTP host...

Page 211: ...Server Settings window double click Inbound Mail Server POP3 Result The Email Server Properties window appears 2 Enter the following information Primary Hostname Type the name of the server that rece...

Page 212: ...essages Server Type For outbound mail servers select SMTP Port Number Type the port number for the e mail server Secondary Hostname If you have a backup e mail server provide a hostname for the backup...

Page 213: ...for developing one or two Web pages for your corporate Web site You can use the development server configuration for development and testing When you are ready to move the Web pages to the production...

Page 214: ...What is next If you are licensed for only Web communications contacts your required configuration in the Multimedia Administrator application is complete You can configure optional settings for Web c...

Page 215: ...mailbox The treatment of the two aliases can be different because the routing rules are based on the aliases In Contact Center Multimedia you must configure an enabled recipient mailbox general magscr...

Page 216: ...s The address of an alias can be used in rules configuration and outbox mapping but a recipient box configured as an alias address not contain e mail 9 In the Process Up to box enter the maximum numbe...

Page 217: ...E mail Manager it is used as a template for the last rule in the recipient mailbox It ensures that an e mail addressed to the recipient is assigned to a skillset if it matches no other regular user d...

Page 218: ...Configuring skillsets on page 207 To modify the system default rule 1 From the Skillset list select a skillset name You can accept the current default To select the route point for the skillset perfor...

Page 219: ...must be in fixed width font The auto signature appears in an e mail message after any personal signature which is configured in the Agent Desktop application d Click Save Result The Edit Skillset wind...

Page 220: ...is used as a template for the first rule applied in all recipient mailboxes It ensures that an e mail message that contains particular phrases such as undeliverable is not routed to agents 2 If the e...

Page 221: ...e specific phrases instead of individual words When you create a mailbox it is automatically assigned a delivery failure rule which is copied from the system delivery failure rule The default settings...

Page 222: ...type an auto signature optional The auto signature is text appended to each e mail message sent from the contact center in addition to the agent message The text in the auto signature contains contai...

Page 223: ...livery Failure Rule window and the New Recipient window close The Rules window appears Viewing the sequence and status of the rules 1 In the Rules window review the rule summary Tip The legend at the...

Page 224: ...onfiguration of Contact Center Multimedia by working through the rest of this chapter If you want to add recipients create rules configure outbound e mail settings create barred e mail addresses creat...

Page 225: ...CCMM Outbound Scheduler CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully The CCMM Lic...

Page 226: ...arter Service verify that the Status is Started and the Startup Type is Automatic 4 Verify that the following services are started CCMM Manager Client CCMM OAM service CCMM Outbound Scheduler If any s...

Page 227: ...Service Properties window appears 4 In the Startup Type list select Manual 5 Click Apply 6 Click OK Starting the E mail Manager service 1 In the Windows Services Control Panel right click CCMM E mail...

Page 228: ...228 Contact Center Multimedia Outbound Installing the Multimedia Outbound server Standard 7 16...

Page 229: ...de 229 October 2007 Installing the Multimedia Outbound server Section J Agent configuration In this section Step 38 Configure the administrators 230 Step 39 Configure hotdesking optional 232 Step 40 S...

Page 230: ...guide Any administrator can change all of the configuration properties in the Multimedia Administrator application Changing the default password You must change your default administrator password To...

Page 231: ...k Reset Password Result The Password Reset window appears The default user name appears dimmed so that you cannot change it 7 In the New Password box type the password for the administrator 8 In the C...

Page 232: ...automatically mapped to the relevant terminal and addresses without user intervention When hotdesking is also configured for a Citrix environment agents are challenged with a dialog box asking them t...

Page 233: ...er 3 Double click Agent Desktop Configuration 4 Under Hot Desking select the Enabled check box 5 Click Save To configure the pop up window for a Citrix environment 1 In the Contact Center Multimedia A...

Page 234: ...sing hotdesking in the Contact Center Agent Desktop When working in a Citrix environment if both hotdesking options are set to 1 then agents can enter a string that uniquely identifies their workstati...

Page 235: ...Installation and Maintenance Guide 235 October 2007 Installing the Multimedia Outbound server...

Page 236: ...nd configure scripts in Contact Center Manager Administration Import and map users in the Communication Control Toolkit Now you are ready to start the client applications the Contact Center Agent Desk...

Page 237: ...ion for your contact center Tip A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts If you are a multimedia agent you must change your passwo...

Page 238: ...ure you have the user basic access rights to the outbound component To assign user basic access rights to the outbound component 1 Log on to the Contact Center Manager Administrator For instructions s...

Page 239: ...e 239 October 2007 Installing the Multimedia Outbound server Starting the Outbound Campaign Management Tool 1 Click the Outbound component in the Contact Center Multimedia Outbound launchpad window Re...

Page 240: ...server Standard 7 16 2 On the left side of the Outbound window click a Contact Center Multimedia server Result The Outbound Campaign Management Tool window appears See the Contact Center Manager Admin...

Page 241: ...Guide 241 C h a p t e r 3 Installing and configuring the external Web server In this chapter Overview 242 Prerequisites for installing the Web server software 243 Install the Web server software 245 C...

Page 242: ...e your own corporate Web site and then copy your corporate Web site to the production server In development you can access the Web services from either ASP NET or JSP Web applications For developers w...

Page 243: ...sites Ensure you complete the following prerequisites before you install the external Web server software ATTENTION You must configure and install the Web server software on the server where you devel...

Page 244: ...act Center DVD is available The Contact Center Multimedia server is installed and configured for the server name skillsets and optional settings required for Web communications For more information se...

Page 245: ...ware Use the following steps to install the external Web server software on your development Web server 1 Log on to the external Web server using the Local Administrator user ID and password 2 Downloa...

Page 246: ...k Next Result The Contact Center License Agreement window appears 5 Read and understand the terms of the license agreement If you accept the terms of the license agreement select I accept the terms in...

Page 247: ...open webapps CI_Sample_Website WEB_INF b Open the file web xml in a text editor such as Notepad c Edit the string EMAILSERVER_HOSTNAME so that it contains the name of the e mail server 8 If you want t...

Page 248: ...eb server Standard 7 16 9 Click Next Result The InstallShield dialog box appears for the update 10 View the installation location for your software and then click Next You must accept the default inst...

Page 249: ...onfiguring the external Web server 11 Review the details of the installation and then click Install Result The following dialog box appears The Apache Tomcat services stop and restart automatically Th...

Page 250: ...Ensure that you mapped your development Web server in the Multimedia Administrator application to test your Web site For more information see Configuring the external Web server on page 213 3 After y...

Page 251: ...007 Installing and configuring the external Web server e In the Contact Center Multimedia Administrator window expand Contact Center Multimedia f Expand General Administration g Double click Server Se...

Page 252: ...r HTTP Result The Server Properties window appears i Enter the following information Server Name Type the name of the external Web server that customers can access for Web communications Server Port T...

Page 253: ...Installation and Maintenance Guide 253 October 2007 Installing and configuring the external Web server 5 Close the Multimedia Administrator application...

Page 254: ...254 Contact Center Multimedia Outbound Installing and configuring the external Web server Standard 7 16...

Page 255: ...4 Using the Web communications customer interface In this chapter Overview 256 Access the sample customer interface Web site 258 Configure properties for the sample CI Web site 277 Test the customer i...

Page 256: ...access the Web services from either ASP NET or JSP Web applications The Customer Interface Web services provide a range of methods that allow you to perform the following functions register new custom...

Page 257: ...Web site Web Service documentation including an API reference in HTML format An installation package for the Sample Customer Interface Web site You can use the sample implementation as a reference to...

Page 258: ...he URL http webserver 8080 CI_Sample_Website where webserver is the host name of the Web server where you installed the sample CI Web site Note The default port for Apache Tomcat server is 8080 For in...

Page 259: ...stomer interface Logging on existing customers The loginCustomer jsp page is the HTML form that customers use to enter their username and password When the form is submitted the username and password...

Page 260: ...The page logs off the customer using the CustomerLogoff Web methods and then log in the customer again using the CustomerLogin Web method The customerLogin Web method returns a session key if the cust...

Page 261: ...rface Logging off existing customers The logoffCustomer jsp page contains the HTML form with the username and Logoff button When the form is submitted the username is passed to the page logoffCustomer...

Page 262: ...tails from the customer record such as e mail address postal address and telephone number When the customer adds or updates new information and clicks Update Details the form is passed to updateCustom...

Page 263: ...either the updateUsername or updatePassword Web method depending on whether the username or password is updated by the customer Reviewing a customer contact history The last 20 contacts associated wi...

Page 264: ...l which can have the value of first last next or previous depending on the navigation arrow the customer clicks Another parameter startContactID is called when pageControl is either prev or next to ca...

Page 265: ...s customer interface Requesting a text chat session The requestTextChat jsp page is the HTML form that customers use to request a text chat session The getWebSkillsets_WSClient jsp page shows the list...

Page 266: ...The requestTextChat_WSClient jsp page check if the selected skillset is in service before creating the Web communications contact using the IsSkillsetInService Web method If the skillset is in servic...

Page 267: ...e host name of your Web server Note The default port for Apache Tomcat server is 8080 For information about changing the default port see the Apache Tomcat documentation The requestTextChat Web method...

Page 268: ...ed callback contacts are licensed under the outbound license Agents must have an Outbound license to originate a call to a customer Scheduled callbacks are presented differently to agents because they...

Page 269: ...tScheduledCallback Web method to create the scheduled callback contact in the Contact Center Multimedia database Requesting an immediate callback The requestImmediateCallback jsp page is the HTML form...

Page 270: ...chosen skillset is in service using the IsSkillsetInService Web method If the skillset is not in service then the scheduled callback contact is created using the requestImmediateCallback and a messag...

Page 271: ...ubmit an HTML form as an e mail message When this form is submitted the values of the input fields are passed to sendmail jsp The sendmail jsp page uses the JavaMail libraries and SMTP server configur...

Page 272: ...oute these e mail messages to a specific skillset based on keywords in the e mail subject Sending a password reminder The passwordReminder jsp page is the HTML form that customers use to enter their e...

Page 273: ...The text of the password reminder is configured in the Contact Center Multimedia Administrator in auto responses For more information see Adding an auto response to the rule on page 1134 If the e mai...

Page 274: ...he web xml file for the sample CI Web site Using Web on hold Web on hold is a Web page that is presented automatically to customers Web browsers while customers are waiting for an agent to begin their...

Page 275: ...tomer or the time of year When the agent joins the conversation the Web on hold page is replaced and the session status is in progress Using text chat An agent and a customer use text chat to communic...

Page 276: ...Web site interface The customer can review the comments using the scroll bars to review the complete text 2 To send the comments click the send message icon 3 To end the text chat session click the ex...

Page 277: ...messages to an e mail server configured in Contact Center Multimedia PASSWORD_REMINDER_SKILLSET The password reminder e mail contacts are created as closed contacts within this defined skillset By def...

Page 278: ...from the Web TEXT_CHAT_SUBJECT The default subject displayed on the requestTextChat jsp page The default subject is Text Chat Submitted from the Web NO_OF_CONTACTS_TO_DISPLAY The number of contacts to...

Page 279: ...d an agent who can handle contacts with the Web communications skillset Testing the installation on the external Web server Use this procedure to test that the components are installed on your externa...

Page 280: ...ame Last Name Username Password E mail Address Confirm Password and Number for your test customer You can add other details about the customer if required 3 To log on this customer immediately after y...

Page 281: ...ser name 6 In the Password box type the test customer password 7 Click Log on Testing request text chat Perform the following steps to test the request text chat functionality 1 Log on the test custom...

Page 282: ...llset that your agent from step 2 is eligible to handle 5 In the Subject box type the subject of the text chat 6 Click Submit Result On the Contact Center Agent Desktop your logged on agent receives t...

Page 283: ...t who can handle an Outbound skillset on to the Contact Center Agent Desktop Make the agent available to receive contacts 3 Click Request Immediate Callback to create an outbound contact 4 In the Skil...

Page 284: ...he test contact 9 Log off the test customer Testing e mail from Web pages Perform the following steps to test the e mail functionality Before you begin testing e mail functionality you must ensure tha...

Page 285: ...an e mail contact 4 In the Mail To box type the e mail address that is forwarded to the agent who is logged on 5 In the Subject box type the subject of the e mail message 6 Click Submit Result On the...

Page 286: ...the chat conversation when the agent joins the session Among the exchanged messages a request can be made to have a Web page pushed to the other party The message is requesting the customer or agent...

Page 287: ...Installation and Maintenance Guide 287 Pa r t 2 Upgrading and Migrating Contact Center Multimedia Outbound Release 6 0...

Page 288: ...Installation and Maintenance Guide 288 October 2007...

Page 289: ...tion 315 Section C Postinstallation 327 Section D Client configuration 357 Section E External component configuration 367 Section F Database upgrade 373 Section G Contact Center Manager Server configu...

Page 290: ...Contact Center Multimedia server and you do not want to keep data from Symposium Web Center Portal Release 4 0 you can upgrade your current server to run Contact Center Multimedia You must erase all...

Page 291: ...ust be redeveloped to use the web service architecture For information about using the Web services see Using the Web communications customer interface on page 255 and the Web service documentation Wh...

Page 292: ...on server is installed and operational for voice contacts For more information see the Contact Center Manager Administration Server Installation and Maintenance Guide The Communication Control Toolkit...

Page 293: ...Installation and Maintenance Guide 293 October 2007 Upgrading from SWCP Release 4 0 DVD drive Internal IDE 8X DVD ROM...

Page 294: ...294 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 295: ...e 4 0 Section A Preinstallation In this section Step 1 Reduce the Symposium Web Center Portal database 296 Step 2 Review the preinstallation instructions 297 Step 3 Read the prerequisite documentation...

Page 296: ...ning in the Symposium Web Center Portal database All pending transactions must be closed Limit the number of open transactions to 100 Purge or archive as much data as possible Upgrade to SU 07 for Sym...

Page 297: ...rver 2003 Software Standard edition or Enterprise Edition Other versions of Windows Server 2003 are not supported ATTENTION After you install the Contact Center Multimedia Outbound components you must...

Page 298: ...dates Before you install the Contact Center Multimedia Outbound software check the Nortel Web site www nortel com or the Partner Information Center Web site www nortel com pic for the following update...

Page 299: ...t Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform This alternative is provided for customers whose security policy does not allow...

Page 300: ...ocal administrator 2 Insert the Nortel Contact Center DVD into the server 3 Open the PCAnywhere folder CAUTION Risk of system failure Before you install pcAnywhere version 11 5 ensure that the video d...

Page 301: ...ormation window appears 7 Enter your user name and company details and then click Next Result The Destination Folder window appears 8 Accept the default location for installing the software or click C...

Page 302: ...s for example Nortel support personnel and distributors If during the pcAnywhere configuration a message indicates that you do not have the rights to modify a setting or create a new caller use the fo...

Page 303: ...ose the Properties window Configuring an account in pcAnywhere 11 5 or later Note If you are using a modem connection with pcAnywhere you must configure your modem before you perform this procedure 1...

Page 304: ...Item Connection Wizard Result The Connection Wizard Connection Method window appears 4 Select I want to use cable modem DSL LAN dial up Internet ISP 5 Click Next Result The Connection Wizard Authentic...

Page 305: ...ction Wizard Name and Password window appears 8 In the User name box type a name for the caller account You can choose any name or you can use a name familiar to you such as NGenDist 9 In the Password...

Page 306: ...0 Standard 7 16 11 Click Next Result The Connection Wizard Summary window appears 12 Review the summary 13 Click Finish Result The Hosts window reappears with the new account selected 14 Type a custom...

Page 307: ...Installation and Maintenance Guide 307 October 2007 Upgrading from SWCP Release 4 0 15 Right click the account name and click Properties Result The Host Properties account name window appears...

Page 308: ...308 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 16 Click the Settings tab 17 Select Launch with Windows and Run minimized 18 Click the Callers tab...

Page 309: ...aller account you just created NGENDIST and then click Properties Result The Caller Properties window appears 20 Click the Privileges tab 21 Click Superuser 22 Click OK to save your changes and close...

Page 310: ...Release 4 0 Standard 7 16 23 Click the Security Options tab 24 Under Session options ensure the Session options are set to Host and Remote 25 Under Login options ensure Limit login attempts per call...

Page 311: ...ttings click the Protect Item tab and type the password otherwise skip to the next step 30 Click OK to save all pcAnywhere Host settings 31 Optionally repeat steps 2 to 30 to create another caller acc...

Page 312: ...e Desktop Connection for Administration formerly known as the Terminal Services Administration Mode is installed by default on Windows Server 2003 After you install Windows Server 2003 Microsoft Remot...

Page 313: ...to be sent from this computer 4 Click OK For details about using Microsoft Remote Desktop Connection for Administration see the Microsoft documentation at www microsoft com What is next Continue with...

Page 314: ...314 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 315: ...ntenance Guide 315 October 2007 Upgrading from SWCP Release 4 0 Section B Installation In this section Step 5 Install the Multimedia Outbound server software 316 Step 6 Install the Multimedia Outbound...

Page 316: ...installation checks to ensure that the following software is installed on the system Java Runtime Environment Release 1 5 0 You must ensure that you do not have the automatic update option selected Co...

Page 317: ...enance Guide 317 October 2007 Upgrading from SWCP Release 4 0 Installing the Multimedia Outbound server 1 Insert the Nortel Contact Center DVD into the DVD drive 2 Select Contact Center Multimedia Out...

Page 318: ...CP Release 4 0 Standard 7 16 If either the Java Runtime Environment JRE Release 1 5 0 or Microsoft NET Framework is not installed Contact Center Multimedia Outbound installs it automatically Click OK...

Page 319: ...xt Result The License Agreement window appears 5 Read the license agreement select I accept the terms in the license agreement and then click Next Result The Setup Type window appears 6 Select CCMM Se...

Page 320: ...Manager Tool client Tip For information about installing the Agent Desktop telephony toolbar on your Communication Control Toolkit server for telephony only deployment see the Communication Control T...

Page 321: ...tered Use the information documented in the Installer s Road map Do not use the IP addresses for the servers Contact Center Manager Server The name of the server that routes contacts to agents Contact...

Page 322: ...The name of the corporate server used for Web access and internet connections 9 Click Next Result The Destination Location window appears 10 Select the drives on which you want to install the Multime...

Page 323: ...ontacts After you select a drive you can click Space to verify the amount of disk space on the selected drive Tip If the Installation program detects that you have not met the disk or disk space requi...

Page 324: ...e Installation Summary section of this window and then click Install Result The Contact Center Multimedia Outbound server software and database are installed The InstallShield Wizard Completed window...

Page 325: ...e latest service update check to see if there are any updates posted in the installation addenda on the following Web sites www nortel com for end customers www nortel com pic for distributors Follow...

Page 326: ...326 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 327: ...tion In this section Step 7 Provide local users with Log on as a Service right 328 Step 8 Configure the shared inbound and outbound attachment folders 333 Step 9 Configure Internet Information Service...

Page 328: ...f the CCMMOPSUSR so that the password never expires IUSR_ Servername The IUSR account is an IIS account used for all communication between the Multimedia server and the Agent Desktop over HTTPS except...

Page 329: ...r Rights Assignment Result All rights that can be assigned to a user are displayed in the right pane 4 Double click Log on as a Service Result The Log on as a service Properties window appears 5 Click...

Page 330: ...rs Computers or Groups window appears 13 Click Locations 14 In the Enter the object name to select box type IUSR_ Servername where Servername is the name of your Multimedia server 15 Click Check Names...

Page 331: ...Installation and Maintenance Guide 331 October 2007 Upgrading from SWCP Release 4 0 3 Click Users 4 Right click CCMMOPSUSR and then click Properties...

Page 332: ...332 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 5 On the General tab select the check box Password Never Expires 6 Click OK...

Page 333: ...atabase installation on page 355 Access on a shared folder is determined through two sets of permission entries the permissions set on the share called share permissions and the permissions set on the...

Page 334: ...ortel recommends that you use the default attachment locations defined in this section If required you can choose a different location for the inbound and outbound shared e mail folders If you choose...

Page 335: ...boundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for inboundattachment window appears 11 Click Add 12 Cl...

Page 336: ...the user name exists on the local computer 17 Click OK Result The Permissions for inboundattachment window appears and the user is added to the list of users 18 Select the Multimedia user account hos...

Page 337: ...mes to select box type IUSR_ Servername where Servername is the name of the Multimedia server 23 Click OK 24 Select the Internet Guest Account IUSR_ Servername account 25 Allow Full Control permission...

Page 338: ...ick OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local computer 36 Click OK Result The...

Page 339: ...nt select the following permissions Read Execute List Folder Contents Read and Write 49 Click Apply 50 Click Add to add a new user 51 In the Enter the object names to select box type IUSR_ Servername...

Page 340: ...ents where X is the drive on which you installed your Contact Center Multimedia database 3 Locate the folder Outbound 4 Right click the Outbound folder and select Properties 5 Click the Sharing tab 6...

Page 341: ...er name from the list 14 Click OK 15 In the Enter the object name to select box type CCMMOPSUSR 16 Click Check Names to verify that the user name exists on the local computer 17 Click OK Result The Pe...

Page 342: ...Standard 7 16 19 Allow Read and Change permissions for the Multimedia user account hostname CCMMOPSUSR 20 Click Apply 21 Click Add to add a new user 22 In the Enter the object names to select box type...

Page 343: ...yone default account 28 Remove all permissions granted to the Everyone account 29 Click Apply to save the changes to permissions for this folder 30 Click Add 31 Click Location 32 In the Locations dial...

Page 344: ...e permissions for the inboundattachment window appears and the user is added to the list of users 37 Select the SYSTEM user account 38 Select the check box under Allow and beside Full Control 39 Click...

Page 345: ...ents Write and Read 49 Click Apply 50 Click Add to add a new user 51 In the Enter the object names to select box type IUSR_ Servername 52 Click OK 53 For the IUSR account select the following permissi...

Page 346: ...lders for the client applications Updating the inbound attachment virtual directory 1 Open the Internet Information Service IIS Manager On the Start menu click All Programs Administrative Tools Intern...

Page 347: ...nce Guide 347 October 2007 Upgrading from SWCP Release 4 0 5 Right click the inboundattachment virtual directory and select Properties Result The Inboundattachment properties window appears 6 Click th...

Page 348: ...LocalComputerName is the name of the Contact Center Multimedia server Password _mm6NtRed 9 Click OK to save the changes and close the dialog 10 If you are prompted to confirm the password you entered...

Page 349: ...he plus sign to expand Local Computer 3 Click the plus sign to expand Web Sites 4 Click the plus sign to expand Default Web Site Result A list of virtual directories is displayed 5 Right click the out...

Page 350: ...tory properties window click Apply to save your changes 12 Click OK to close the Properties window 13 Close the IIS Manager window Configuring the MIME types Configure IIS on your Contact Center Multi...

Page 351: ...Installation and Maintenance Guide 351 October 2007 Upgrading from SWCP Release 4 0 5 Right click Default Web Site and select Properties Result The Properties window appears...

Page 352: ...ter Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 6 Click the HTTP Headers tab 7 Click MIME Types 8 Click New 9 In the Extension box type dic 10 In the MIME Type box type applicati...

Page 353: ...ges Tip If you are prompted to select any subfolders which inherit the changes select those in the Agent Desktop hierarchy 20 Close the Computer Management window Setting Web content permissions Web p...

Page 354: ...rd 7 16 3 Click Web Services Extensions 4 On the right side of the IIS Window click the Extended tab if it is not already open 5 Select Active Server Pages 6 Click Allow if Active Server Pages are not...

Page 355: ...e to verify the installation of the Multimedia database Verifying the Web services 1 On the Multimedia Outbound Server open Internet Explorer 2 Browse to http localhost csp multimedia ws Contact cls R...

Page 356: ...traps you must perform these tasks if you have not already done so Configure the Windows SNMP service on the server Select the types of events you want to forward to the Network Management System NMS...

Page 357: ...October 2007 Upgrading from SWCP Release 4 0 Section D Client configuration In this section Step 12 Check the requirements for each client 358 Step 13 Install NET Framework on clients 361 Step 14 Conf...

Page 358: ...m the Contact Center Multimedia Outbound server to their desktop The agent uses the Contact Center Agent Desktop to handle the following types of contacts inbound voice outbound voice e mail and Web c...

Page 359: ...re complete details Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements Intel Pentium III 733 MHz CPU 256 MB RAM 4...

Page 360: ...s Windows 2000 Professional with service pack 4 Windows XP Professional with service pack 2 or Windows Vista Microsoft NET Framework 1 1 with service pack 1 See Step 13 Install NET Framework on client...

Page 361: ...age you must download the appropriate language version of the NET Framework language pack Prerequisites for installing the NET Framework Each client must meet the following requirements before you ins...

Page 362: ...ient 1 Log on to the client as the local administrator 2 On the client open the DVD folder CCMM Microsoft NET Framework 1 1 Redistributables 3 Double click dotnetfx exe to install the NET Framework ve...

Page 363: ...y_Policy msi Microsoft Installer contains a policy level for the client to download and run assemblies with a particular strong name A strong name consists of the assembly identity name version number...

Page 364: ...om one company to the next follow your company guidelines to install the CCMM_Security_Policy msi file for the SMS clients on your network For more information see the SMS documentation on the Microso...

Page 365: ...SWCP Release 4 0 3 Verify that you see Code Groups named CCMM SHDocVw and xceed What is next Begin configuring the other components required for routing Multimedia contacts For more information see St...

Page 366: ...366 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 367: ...2007 Upgrading from SWCP Release 4 0 Section E External component configuration In this section Step 15 Configure phonesets on the switch for each agent 368 Step 16 Create a Windows user for each age...

Page 368: ...eset Checklist for agent phonesets To configure agent phoneset terminal numbers TN on the switch for use with the Communication Control Toolkit you must complete the tasks in this checklist CS 1000 Me...

Page 369: ...lation and Maintenance Guide 369 October 2007 Upgrading from SWCP Release 4 0 Ensure that the Meridian Link Unsolicited Status Message USM group IAPG option is enabled CS 1000 Meridian 1 for the agent...

Page 370: ...Programs Administrative Tools Active Directory Users and Computers 3 Select the Domain used for Contact Center Agent Resources 4 On the Action menu click New User 5 Complete the relevant user details...

Page 371: ...ailboxes as you were using for Symposium Web Center Portal 4 0 no further configuration is required on the e mail server Every POP3 mailbox used by the Contact Center Multimedia server requires basic...

Page 372: ...372 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 373: ...section Step 18 Stop the Multimedia services 374 Step 19 Back up the Contact Center database 375 Step 20 Install and configure the Sybase ODBC driver 379 Step 21 Migrate the SWCP 4 0 database to the C...

Page 374: ...he services Stopping the services 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window appears 2 Under CC...

Page 375: ...atabase Start the backup utility to configure an immediate backup Define a location for the backup file on a tape or a mapped network drive For more information about backing up files see Chapter 16 M...

Page 376: ...SWCP Release 4 0 Standard 7 16 5 Double click Backup Restore Utility Result The CCMM Backup and Restore Utility window appears 6 Click Backup Result The Backup CCMM Database window appears 7 Beside B...

Page 377: ...lick Browse to change the path to the e mail attachment folders 11 Click Backup Now Result A reminder box appears to remind you of what you are currently backing up 12 Click OK to begin the backup Res...

Page 378: ...ilable has sufficient permissions and is not full If the 0 files copied message appears in the backup txt file the e mail attachments are not backed up If this occurs ensure the folders to be backed u...

Page 379: ...te it to the Cach database An ODBC DSN must also be created to access the Symposium Web Center Portal 4 0 database using the Sybase ODBC driver Before you install the Sybase ODBC driver you must disab...

Page 380: ...380 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Click the Advanced tab 3 Click Environment Variables Result The Environment Variables window appears...

Page 381: ...w System Variable window appears o 5 In the Variable Name box type JAVA_COMPILER 6 In the Variable Value box type NONE 7 Click OK 8 Log off of Windows and then log back on Installing the Sybase ODBC d...

Page 382: ...as the driver is prepared for installation then the Installation Type window appears 5 Click Customized Install and then click Next Result The Choose Directory window appears 6 Type the installation...

Page 383: ...de 383 October 2007 Upgrading from SWCP Release 4 0 7 Click Next Result The Component Selection window appears 8 Click Clear Selections to remove all components 9 Click the scroll bar and scroll down...

Page 384: ...11 Click Next 12 If a Create Directory dialog box appears click Yes Result You are asked to reboot your computer 13 Click Yes to reboot your computer 14 Log onto the server as administrator Result Af...

Page 385: ...rom SWCP Release 4 0 Creating a ODBC DSN 1 On the Start menu click All Programs Administrative Tools Data Sources ODBC 2 Click the System DSN tab Result The ODBC Data Source Administrator window appea...

Page 386: ...escription for NNCCMultimediaMigration appears in the Description box 6 In the Network Library Name list select Winsock 7 Leave the Network Address box blank The CCMM Migration Utility populates this...

Page 387: ...fter installing the Sybase ODBC driver the Contact Center Multimedia Manager Client service and Contact Center Multimedia Outbound Scheduler service do not start because the path variable is modified...

Page 388: ...388 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Click the Advanced tab 3 Click Environment Variables Result The Environment Variables window appears...

Page 389: ...VA_HOME lib If the values are not present add them to the end Tip When appending to the Path variable you must use a semicolon between each value 7 Click OK to return to the variable list 8 Delete the...

Page 390: ...rver After the Multimedia Outbound server software is installed you must migrate the data from the Symposium Web Center Portal 4 0 Database to the Contact Center Multimedia 6 0 database Ensure that yo...

Page 391: ...Contact Center Multimedia Migration Tool window appears 3 Type the name for the Symposium Web Center Portal SWCP server Note The SWCP server and the Multimedia server must be on the same server subne...

Page 392: ...he database migration is started you can stop it When you stop the migration the migration process stops after the current customer record is migrated If the migration is stopped when it is started ag...

Page 393: ...the inbound attachment files From the shared folder on your Symposium Web Center Portal server where you stored inbound attachments copy the contents of the folder to the location you configured in S...

Page 394: ...the services 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window appears 2 Under CCMM OAM Service click...

Page 395: ...nd Maintenance Guide 395 October 2007 Upgrading from SWCP Release 4 0 What is next Configure the required elements in the Contact Center Manager Server For more information see Step 24 Enable Open Que...

Page 396: ...396 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 397: ...Maintenance Guide 397 October 2007 Upgrading from SWCP Release 4 0 Section G Contact Center Manager Server configuration In this Section Step 24 Enable Open Queue 398 Step 25 Ensure the CCT server is...

Page 398: ...lete contacts in Contact Center Manager Server Note If a large number of contacts are queued and Contact Center Manager Server is restarted Contact Center Manager server queues 5000 contacts per hour...

Page 399: ...from SWCP Release 4 0 To enable Open Queue 1 On the Start menu of the Contact Center Manager Server choose All Programs Nortel Contact Center Server Setup Configuration Result The Nortel Contact Cente...

Page 400: ...nd Upgrading from SWCP Release 4 0 Standard 7 16 2 Click the License Manager tab Result The following window appears 3 From the CCMS Optional Package list select Open Queue 4 Continue with Ensure the...

Page 401: ...Utility window click the CCT Server tab 2 If you are using a remote Communication Control Toolkit server select the Use a remote CCT server check box 3 Ensure the CCT server host name is correct 4 Kee...

Page 402: ...d for use with the Communication Control Toolkit server What is next Configure additional agent phonesets supervisors agents and route points if required for your Contact Center You can also update th...

Page 403: ...t Center Manager Server 404 Step 27 Create the agent phonesets 407 Step 28 Create required multimedia skillsets 410 Step 29 Remove redundant skillsets and agent assignments 413 Step 30 Create supervis...

Page 404: ...to the Contact Center Manager Administration 1 Start Internet Explorer 2 In the Address box type http followed by the server name For example http Contact Center Manager Administration Server name 3 P...

Page 405: ...ager Administration main window appears Refreshing a server 1 Log on to Contact Center Manager Administration For instructions see Logging on to the Contact Center Manager Administration on page 404 2...

Page 406: ...The system asks if you are sure you want to refresh the selected server 5 Click Yes Result The system warns that all browsers using Contact Center Manager Administration need to be refreshed If there...

Page 407: ...you save a phoneset you cannot modify it You must delete your saved phoneset then add a new phoneset to change the phoneset configuration Adding a phoneset Note Before you perform this procedure you m...

Page 408: ...w appears 5 In the Name box type the name of the phoneset as you want it to appear in reports 6 In the Type box select the type of terminal 7 In the Address box type the address of the phoneset on the...

Page 409: ...x in the row containing the phone set that you want to acquire Note Clear the Acquired check mark to deacquire the phoneset 2 Click in any other row in the table to save your action The system acquire...

Page 410: ...ntact Center Manager Administration For e mail contacts you must configure a mailbox for each skillset from which you want to send a reply if you want to reserve the original To address as the Reply F...

Page 411: ...y Code list select the activity code that is registered whenever this skillset is used This number must be defined in the system already 7 From the Threshold Class list select the threshold class asso...

Page 412: ...a value to take the skillset offline and specify the service mode for the manual night service switch 11 Optionally in the Comment box type any comments you have about the skillset 12 Press tab to sav...

Page 413: ...ts from your system You can unassign agents from the MM_Skillset delete the MM_Skillset used by Symposium Web Center Portal 4 0 Unassigning agents from a skillset 1 Log into Contact Center Manager Adm...

Page 414: ...want to unassign agents Result The Skillsets window appears in the right pane listing all agents currently assigned to the selected skillset 6 From the Set all Skillsets to priority list select Unassi...

Page 415: ...t 1 Log into Contact Center Manager Administration 2 On the launchpad click Configuration Result The Configuration window appears 3 In the system tree click the beside the server on which you wish to...

Page 416: ...to the left of the skillset that you want to delete Tip To quickly locate a skillset click a column header to sort the list according that column For example to sort by name click the Skillset Name c...

Page 417: ...see Logging on to the Contact Center Manager Administration on page 404 2 Click Contact Center Management 3 On the system tree click the Contact Center Manager Server under which you want to add the...

Page 418: ...lready For information see Logging on to the Contact Center Manager Administration on page 404 2 Click Contact Center Management 3 On the system tree click the Contact Center Manager Server under whic...

Page 419: ...r administrator and request that the skillset be added to the partition assigned to you 11 In the table listing all skillsets select the priority numbers beside the skillsets to which you want to assi...

Page 420: ...ts heading Result The CDNs route points window appears 4 Select the OpenQueue tab 5 In the Name box type the name of the Open Queue CDN route point as you want it to appear in reports 6 In the CDNUri...

Page 421: ...pen Queue CDN route point that you want to acquire Note Clear the Acquired check box to deacquire the Open Queue CDN route point 2 Click in any other row in the table to submit save your action Result...

Page 422: ...NT AGENT and PRIORITY PRIORITY handling scheduled contacts that have a callback date and timeset using the contact intrinsics DATE DATE TIME TIME and NEXTYEAR queuing contacts that were pulled by an a...

Page 423: ...the agent If the preferred agent is not logged in the script queues the multimedia contact to its assigned skillset The variables required for the Multimedia script implementation are provided in the...

Page 424: ...script You can import a sample script into Contact Center Manager Administration in two ways To import a sample script into an existing script in the Script Manager double click the script into which...

Page 425: ...Guide 425 October 2007 Upgrading from SWCP Release 4 0 7 Click Open Result The system adds the text of the sample script to the end of the current script or to the place at which you put your cursor...

Page 426: ...nd IP address of the new server You must log on to Contact Center Manager Administration as the Web administrator Adding the Contact Center Multimedia Outbound server 1 Log on to the Contact Center Ma...

Page 427: ...e Login ID box type the ID for the reporting user for the server The Login ID for the Multimedia server is always mmReport 6 In the Password box type the password for the reporting user for the server...

Page 428: ...s 4 Under Associated Reporting Server click the Select box next to the Multimedia server you added Note Only associate one of each type of server with a Contact Center Manager Server If you associate...

Page 429: ...30 Step 35 Configure the Contact Management Framework option 439 Step 36 Import the contact center users into CCT 447 Step 37 Import the terminals and addresses into CCT 451 Step 38 Import the Windows...

Page 430: ...nected from the server to the switch 1 Open a text editor such as Notepad 2 Create a new text file called download txt 3 Save the download txt file in the c Program Files Nortel CCT TAPI directory on...

Page 431: ...r 2007 Upgrading from SWCP Release 4 0 from the Windows installation CD therefore the Windows installation CD must in the drive Result The following dialog box appears 5 Enter the name for the connect...

Page 432: ...7 16 6 In the Connect using list choose COM1 or the COM port connected to the CS 1000 Meridian 1 switch Result The COM1 Properties dialog box appears 7 Verify the information in this dialog box make...

Page 433: ...Enter At the CDEN prompt press Enter At the CUST prompt type 0 or customer number and press Enter At the DATE prompt press Enter At the PAGE prompt press Enter At the DES prompt press Enter Note Down...

Page 434: ...rovider Configure Database 2 If you are prompted enter the customer number for the switch Result The configuration application dialog box appears 3 Click Convert Text file Result The Open dialog box a...

Page 435: ...Symposium TAPI SP database Some of this information can be unnecessary or inappropriate For example the CS 1000 Meridian 1 switch works on the assumption that IVR ports are analog These ports must be...

Page 436: ...Symposium TAPI Service Provider Configure Database 2 Click the Meridian 1 Host tab 3 Click TN Table Result The Line Devices window appears 4 Ensure that the required TNs for the agent phonesets are i...

Page 437: ...esult The new TN is added to the TN table d To add a new DN click Add DN Result The DN Properties dialog box appears e In the Position ID type the position ID of the set f In the DN Type box choose AC...

Page 438: ...edia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 k In the Directory box enter the directory number for the SCR DN l In the DN Type box choose SCR m In the Key box enter 3 5 Click OK to exit...

Page 439: ...er Server Contact Center Manager Administration and Communication Control Toolkit are on stand alone servers or co resident Configuring the Communication Control Toolkit Console Follow these steps to...

Page 440: ...ng from SWCP Release 4 0 Standard 7 16 3 On the File menu choose Add Remove snap in Result The Add Remove snap in dialog box appears 4 Click Add Result The Add Standalone snap in dialog box appears co...

Page 441: ...tenance Guide 441 October 2007 Upgrading from SWCP Release 4 0 5 Select NCCT Admin and then click Add Result The NCCT Admin Select Computer dialog box appears 6 Select the computer that the NCCT Admin...

Page 442: ...P Release 4 0 Standard 7 16 7 Click Finish Result The Add Standalone Snap in dialog box appears 8 Select NCCT Maintenance and click Add Result The NCCT Maintenance snap in is added to the console 9 Cl...

Page 443: ...Contact Management Framework 1 Open the NCCT 6 0 Console on the Communication Control Toolkit server 2 On the left pane of the NCCT 6 0 Console expand NCCT Admin and select CCT Server Result CCT Serv...

Page 444: ...t Center servers Note If you configure the CMF for stand alone deployment then you must restart all core Communication Control Toolkit services If you configure the CMF for co resident deployment then...

Page 445: ...operties dialog box appears e Click to stop the services f Click to restart the services g The following services are restarted To stop and restart Contact Center Manager Server services do the follow...

Page 446: ...ervice Status Log d From the Windows Start menu choose All Programs Nortel Contact Center Manager Server Startup Result The Contact Center Manager Server Startup Utility window appears e Click OK Note...

Page 447: ...Server You completed this task in Step 24 Enable Open Queue on page 398 2 Configure the Communication Control Toolkit server using the NCCT 6 0 Console You completed this task in Step 35 Configure th...

Page 448: ...estart the Data Access Layer service a Click Start Administrative Tools Services b Right click Data Access Layer service and then click Restart c Close the Services window 4 Click Start All Programs N...

Page 449: ...Installation and Maintenance Guide 449 October 2007 Upgrading from SWCP Release 4 0 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available Importing Tools appear...

Page 450: ...ers Result The Import Contact Center Users Properties window appears 7 Select a Contact Center user from the Available Contact Center Users list and click Add or click Add All to import all available...

Page 451: ...e following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel RSH Daemon if installed To stop these...

Page 452: ...52 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 5 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console appears...

Page 453: ...allation and Maintenance Guide 453 October 2007 Upgrading from SWCP Release 4 0 6 Expand NCCT Admin and select Importing Tools Result The available Importing Tools appear in the right pane of the cons...

Page 454: ...454 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 7 Double click Import M1 TSP Data Result The Import M1 TSP Data Properties dialog box appears...

Page 455: ...sses in the TAPI Service Provider for M1 database appear Note No selection is possible you must import all available terminals and addresses to ensure that all terminals are imported with their associ...

Page 456: ...to the specified domain If you import domain users configured using the domain companyname com format the utility imports the user in the format domainname username If you import users from a domain...

Page 457: ...ing CCT server in the Location box To import Windows users from the CCT Server perform the following a In the Location box select the CCT server from which you want to import users b In the Object Typ...

Page 458: ...e Object Name box First Name find all Windows user accounts where the first name matches or contains the value in the Object Name box User Group Name find all Windows user accounts where the user grou...

Page 459: ...al workstations 1 Make sure that the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel RSH...

Page 460: ...60 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 4 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console appears...

Page 461: ...d Maintenance Guide 461 October 2007 Upgrading from SWCP Release 4 0 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available Importing Tools appear in the right pane...

Page 462: ...oup on a stand alone server then there are no available workstations to import Result The Import Work Stations Properties dialog box appears 7 Press the CTRL key and select the workstations 8 Click Ad...

Page 463: ...4 0 Step 40 Map terminals to workstations optional If you want to have a one to one mapping between terminals and workstations perform this step Mapping a terminal to a workstation 1 On the NCCT 6 0...

Page 464: ...464 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Double click the terminal to configure Result The New Terminal Properties dialog box appears...

Page 465: ...aps tab Result The Workstation Maps page appears 4 Select the appropriate workstations in Available WorkStations 5 Click Add to move the selected workstation to the Mapped WorkStation box Result The w...

Page 466: ...Windows users so that the Windows users have access to the contact center software functionality For example when Contact Center Agent Desktop is deployed mapping a Contact Center user to a Windows u...

Page 467: ...n and Maintenance Guide 467 October 2007 Upgrading from SWCP Release 4 0 Mapping a user to an address and address groups 1 On the NCCT 6 0 Console select Users Result The Users folder on the console i...

Page 468: ...468 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Double click the user to configure Result The User Properties dialog box appears...

Page 469: ...address groups from Available Addresses and Address Groups 5 Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list 6 Click OK Result The addresses...

Page 470: ...470 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Double click the user you want to configure Result The New User Properties dialog box appears...

Page 471: ...om those in Available Terminals and Terminal Groups 5 Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list 6 Click OK Result The terminals and...

Page 472: ...472 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 473: ...lick Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list 6 Click OK Result The contact center users and contact center user groups a...

Page 474: ...474 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 475: ...Section J Contact type configuration In this section Step 42 Understand the new contact types 476 Step 43 Log on to the Multimedia Administrator 480 Step 44 Start the configuration tool 482 Step 45 Re...

Page 476: ...ontact types you are able to configure You can use the License Manager file on Contact Center Manager Server to determine what licenses you have For more information about the license codes see Append...

Page 477: ...method when the contact center is closed Some steps are required to configure the E mail Manager configure the skillsets setup the servers and configure the default rules for a recipient mailbox Conf...

Page 478: ...mail server that hold e mail messages Standard mailboxes are monitored by the Contact Center E mail Manager which routes the e mail to an agent or group of agents skillset based on an analytical sear...

Page 479: ...mail messages that arrive at that alias are discarded A text chat session is a two way conversation between an agent and a customer The exchange of messages is private to the customer and agent Web o...

Page 480: ...Administrator use the following Username SysAdmin Password _ _ccmm Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types Loggin...

Page 481: ...appears If you are opening the Contact Center Multimedia Administrator for the first time the Getting Started screen appears on top of the Multimedia Administrator window Note The Getting Started win...

Page 482: ...the Administrator application on the Utilities menu of the Multimedia Administrator click Getting Started Result The Getting Started window appears Note Once you begin these steps you cannot stop or g...

Page 483: ...a contacts You must configure at least one skillset for each contact type for which you are licensed Voice skillsets are prefixed by VO_ or do not contain a prefix E mail skillsets are prefixed by EM_...

Page 484: ...utbound Upgrading from SWCP Release 4 0 Standard 7 16 1 Select the first skillset you use to route multimedia contacts 2 Click Edit If you edit a skillset for outbound contacts or Web communications t...

Page 485: ...und OB 6 When all skillsets are configured click Close to close the Skillset Settings window Click OK and begin the contact configuration using the Getting Started window again What is next If you hav...

Page 486: ...ary e mail servers If your system cannot log on to a mailbox the E mail Manager attempts to connect to the secondary POP3 host Likewise if an SMTP connection attempt fails the secondary SMTP host is u...

Page 487: ...Settings window double click Inbound Mail Server POP3 Result The E mail Server Properties window appears 2 Enter the following information Primary Hostname Type the name of the server that receives e...

Page 488: ...s Server Type For outbound mail servers select SMTP Port Number Type the port number for the e mail server Secondary Hostname If you have a backup e mail server provide a hostname for the backup serve...

Page 489: ...e for developing one or two Web pages for your corporate Web site You can use the development server configuration for development and testing When you are ready to move the Web pages to the productio...

Page 490: ...s next If you have only Web communications contacts licensed your required configuration in the Multimedia Administrator application is complete Note You can configure optional settings for Web commun...

Page 491: ...can be different because the routing rules are based on the aliases In Contact Center Multimedia you must configure all enabled and alias mailboxes In this example you must configured the enabled rec...

Page 492: ...he address of an alias can be used in rules configuration and outbox mapping but a recipient box configured as an alias address not contain e mail 9 In the Process Up to box enter the maximum number o...

Page 493: ...ail Manager it is used as a template for the last rule in the recipient mailbox It ensures that an e mail addressed to the recipient is assigned to a skillset if it matches no other regular user defin...

Page 494: ...figuring skillsets on page 483 To modify the system default rule 1 From the Skillset list select a skillset name You can accept the current default To select the route point for the skillset perform t...

Page 495: ...nformation and must be in fixed width font The auto signature appears in an e mail message after any personal signature which is configured in the Agent Desktop application d Click Save Result The Edi...

Page 496: ...s a template for the first rule applied in all recipient mailboxes It ensures that an e mail message that contains particular phrases such as undeliverable are not routed to agents 2 If the e mail mes...

Page 497: ...cific phrases instead of individual words When you create a mailbox it is automatically assigned a delivery failure rule which is copied from the system delivery failure rule The default settings for...

Page 498: ...erent route point c Below Auto Signature type an auto signature optional The auto signature is text appended to each e mail message sent from the contact center in addition to the agent message The te...

Page 499: ...Failure Rule window and the New Recipient windows close The Rules window appears Viewing the sequence and status of the rules 1 In the Rules window review the rule summary Note The legend at the bott...

Page 500: ...tbound Upgrading from SWCP Release 4 0 Standard 7 16 4 Click OK to close the Getting Started window You can return to the Getting started window at any time On the Utilities menu of the Multimedia Adm...

Page 501: ...eb Center Portal 4 0 before starting the E mail Manager service outlined in the following step If mailboxes are configured in both Symposium Web Center Portal and Contact Center Multimedia both server...

Page 502: ...Outbound Scheduler CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully The CCMM License...

Page 503: ...Service verify that the Status is Started and the Startup Type is Automatic 4 Verify that the following services are started CCMM Manager Client CCMM OAM service CCMM Outbound Scheduler If a service...

Page 504: ...he CCMM E mail Manager service 3 Right click on the service and select Properties Result The Service Properties window appears 4 In the Startup Type list select Manual 5 Click Apply 6 Click OK Startin...

Page 505: ...reassign transactions left in the database from Symposium Web Center Portal database that are in the pending state to agents in Contact Center 6 0 What is next Finish configuring the Administrators a...

Page 506: ...506 Contact Center Multimedia Outbound Upgrading from SWCP Release 4 0 Standard 7 16...

Page 507: ...e Guide 507 October 2007 Upgrading from SWCP Release 4 0 Section K Agent configuration In this section Step 48 Configure the administrators 508 Step 49 Configure hotdesking optional 510 Step 50 Start...

Page 508: ...Any administrator can change all of the configuration properties in the Multimedia Administrator application Changing the default password You must change your default administrator password To chang...

Page 509: ...assword Result The Password Reset window appears The default user login ID is appears dimmed so that you cannot change it 7 In the New Password box type the password for the administrator 8 In the Con...

Page 510: ...matically mapped to the relevant terminal and addresses without user intervention When hotdesking is also configured for a Citrix environment agents are challenged with a dialog box asking them to ent...

Page 511: ...Double click Agent Desktop Configuration 4 Under Hot Desking select the Enabled check box 5 Click Save To configure the pop up window for a Citrix environment 1 In the Contact Center Multimedia Admini...

Page 512: ...hotdesking in the Contact Center Agent Desktop When working in a Citrix environment if both hotdesking options are set to 1 then agents can enter a string that uniquely identifies their workstation Yo...

Page 513: ...Installation and Maintenance Guide 513 October 2007 Upgrading from SWCP Release 4 0...

Page 514: ...figure scripts in Contact Center Manager Administration Import and map users in the Communication Control Toolkit Now you are ready to start the client applications the Contact Center Agent Desktop to...

Page 515: ...or your contact center Note A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts If you are a multimedia agent you must change your password a...

Page 516: ...ou have the user basic access rights to the Outbound component To assign user basic access rights to the Outbound component 1 Log on to the Contact Center Manager Administrator For instructions see Lo...

Page 517: ...intenance Guide 517 October 2007 Upgrading from SWCP Release 4 0 Starting the Outbound Campaign Management Tool 1 On the Contact Center Manager Administration launchpad click Outbound Result The Outbo...

Page 518: ...0 Standard 7 16 2 On the left side of the Outbound window click a Contact Center Multimedia server Result The Outbound Campaign Management Tool window appears See the Contact Center Manager Administra...

Page 519: ...chapter Overview 520 Section A Preinstallation 523 Section B Installation 527 Section C Postinstallation 529 Section D CCMA server configuration 547 Section E CCT server configuration 563 Section F Co...

Page 520: ...ra setting in the Multimedia Administrator to handle outbound contacts If you are adding e mail to your Contact Center Multimedia software after you upgrade your license you must configure extra setti...

Page 521: ...The Contact Center Manager Administration server is installed and operational for voice contacts For more information see the Contact Center Manager Administration Server Installation and Maintenance...

Page 522: ...522 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16...

Page 523: ...nance Guide 523 October 2007 Upgrading licenses in your current installation Section A Preinstallation In this section Step 1 Read the prerequisite documentation and check for updates 524 Step 2 Upgra...

Page 524: ...dates Before you upgrade the licenses for the Contact Center Multimedia Outbound software check the Nortel Web site www nortel com or the Partner Information Center Web site www nortel com pic for the...

Page 525: ...icense file Complete this procedure when you receive a new license file to activate the license file 1 On the Contact Center Manager server or the server where the License Manager file is installed fr...

Page 526: ...the License Manager Server 7 Click Yes to restart the License Manager Server service Result The following dialog box appears 8 Click OK to close the dialog box What is next Continue with installing up...

Page 527: ...Installation and Maintenance Guide 527 October 2007 Upgrading licenses in your current installation Section B Installation In this section Step 3 Install any Multimedia Outbound service updates 528...

Page 528: ...ply the latest service update check to see if there are any updates posted in the installation addenda on the following Web sites www nortel com for end customers www nortel com pic for distributors F...

Page 529: ...Upgrading licenses in your current installation Section C Postinstallation In this section Step 4 Configure the shared inbound and outbound attachment folders 530 Step 5 Configure access to client app...

Page 530: ...icense for the E mail Manager proceed directly to Step 5 Configure access to client applications on page 543 Access on a shared folder is determined through two sets of permission entries the permissi...

Page 531: ...ilure Nortel recommends that you use the default attachment locations defined in this section If required you can choose a different location for the inbound and outbound shared e mail folders If you...

Page 532: ...type inboundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for inboundattachment window appears 11 Click A...

Page 533: ...fy that the user name exists on the local computer 17 Click OK Result The Permissions for inboundattachment window appears and the user is added to the list of users 18 Select the Multimedia user acco...

Page 534: ...bject names to select box type IUSR_ Servername where Servername is the name of the Multimedia server 23 Click OK 24 Select the Internet Guest Account IUSR_ Servername account 25 Allow Full Control pe...

Page 535: ...at the user name exists on the local computer 31 Click OK Result The permissions for the inboundattachment window appears and the user is added to the list of users 32 Select the SYSTEM user account 3...

Page 536: ...ermissions Read Execute List Folder Contents Read and Write 44 Click Apply 45 Click Add to add a new user 46 In the Enter the object names to select box type IUSR_ Servername 47 Click OK 48 For the IU...

Page 537: ...lAttachments where X is the drive on which you installed your Contact Center Multimedia database 3 Locate the folder Outbound 4 Right click the Outbound folder and select Properties 5 Click the Sharin...

Page 538: ...edia server name from the list 14 Click OK 15 In the Enter the object name to select box type CCMMOPSUSR 16 Click Check Names to verify that the user name exists on the local computer 17 Click OK Resu...

Page 539: ...current installation 19 Allow Read and Change permissions for the Multimedia user account hostname CCMMOPSUSR 20 Click Apply 21 Click Add to add a new user 22 In the Enter the object names to select b...

Page 540: ...8 Remove all permissions granted to the Everyone account 29 In the Enter the object name to select box type SYSTEM 30 Click Check Names to verify that the user name exists on the local computer 31 Cli...

Page 541: ...og box click Security 37 Click Add to add a new user 38 Click Locations 39 In the Locations window select the server name from the list 40 Click OK 41 In the Enter the object names to select box type...

Page 542: ...Click OK 48 For the IUSR account select the following permissions Read Execute List Folder Contents Read and Write 49 If the SYSTEM security folder does not exist in the Enter the object name to selec...

Page 543: ...risk You can install the CCMM_Security_Policy msi file while you are logged on to the server as the local administrator Installing the latest CCMM_Security_Policy msi file You must install the current...

Page 544: ...site at http www microsoft com Note Experienced system administrators can deploy the CCMM_Security_Policy msi file Group policy In addition to using an SMS server a system administrator can install th...

Page 545: ...Installation and Maintenance Guide 545 October 2007 Upgrading licenses in your current installation 3 Verify that you see Code Groups named CCMM SHDocVw and xceed...

Page 546: ...er requires basic authentication to facilitate e mail retrieval Basic authentication passes the mailbox user and password in clear text to the e mail server You can increase your security by adding Se...

Page 547: ...Section D CCMA server configuration In this section Step 7 Create additional agent phonesets 548 Step 8 Create additional multimedia skillsets 551 Step 9 Create additional supervisors and agents 554 S...

Page 548: ...o the system Note After you save a phoneset you cannot modify it You must delete your saved phoneset then add a new phoneset to change the phoneset configuration Adding a phoneset Before you perform t...

Page 549: ...ress of the phoneset on the telephony server 8 In the Channel box type the channel number 9 Click in any other row of the table The system adds the phoneset and Not Acquired appears in the Status colu...

Page 550: ...ent installation Standard 7 16 2 Click in any other row in the table to save your action The system acquires or deacquires the phoneset and the status appears in the Status column Note Click Refresh S...

Page 551: ...ed in Contact Center Manager Administration For e mail contacts you must configure a mailbox for each skillset from which you want to send a reply if you want to reserve the original To address as the...

Page 552: ...t Activity Code list select the activity code that is registered whenever this skillset is used This number must be defined in the system already 7 From the Threshold Class list select the threshold c...

Page 553: ...select a value to take the skillset offline and specify the service mode for the manual night service switch 11 Optionally in the Comment box type any comments you have about the skillset 12 Press tab...

Page 554: ...Log on to Contact Center Manager Administration 2 Click Contact Center Management 3 On the system tree click the Contact Center Manager Server under which you want to add the supervisor 4 On the Cont...

Page 555: ...Click Contact Center Management 3 On the system tree click the Contact Center Manager Server under which you want to add the agent 4 On the Contact Center Management menu bar click Add Agent Result Th...

Page 556: ...and request that the skillset be added to the partition assigned to you 11 In the table listing all skillsets select the priority numbers beside the skillsets to which you want to assign the agent or...

Page 557: ...te points window appears 4 Select the OpenQueue tab 5 In the Name box type the name of the Open Queue CDN route point as you want it to appear in reports 6 In the CDNUri box type a value for the Unive...

Page 558: ...aining the Open Queue CDN route point that you want to acquire Clear the Acquired check box to deacquire the Open Queue CDN route point 2 Click in any other row in the table to submit save your action...

Page 559: ...rinsics AGENT AGENT and PRIORITY PRIORITY handling scheduled contacts that have a callback date and timeset using the contact intrinsics DATE DATE TIME TIME and NEXTYEAR queuing contacts that were pul...

Page 560: ...ontact to the agent If the preferred agent is not logged in the script queues the multimedia contact to its assigned skillset The variables required for the Multimedia script implementation are provid...

Page 561: ...current script You can import a sample script into Contact Center Manager Administration in two ways To import a sample script into an existing script in the Script Manager double click the script int...

Page 562: ...The system adds the text of the sample script to the end of the current script or to the place at which you put your cursor before importing the script What is next Configure the Communication Contro...

Page 563: ...gent phonesets to the TAPI database 564 Step 13 Import additional contact center users into CCT 573 Step 14 Import additional terminals and addresses into CCT 577 Step 15 Import additional Windows use...

Page 564: ...able is connected from the server to the switch 1 Open a text editor such as Notepad 2 Create a new text file called download txt 3 Save the download txt file in the c Program Files Nortel CCT TAPI di...

Page 565: ...pgrading licenses in your current installation from the Windows installation CD therefore the Windows installation CD must in the drive Result The following dialog box appears 5 Enter the name for the...

Page 566: ...Standard 7 16 6 In the Connect using list choose COM1 or the COM port connected to the CS 1000 Meridian 1 switch Result The COM1 Properties dialog box appears 7 Verify the information in this dialog b...

Page 567: ...pt press Enter At the CDEN prompt press Enter At the CUST prompt type 0 or customer number and press Enter At the DATE prompt press Enter At the PAGE prompt press Enter At the DES prompt press Enter N...

Page 568: ...Service Provider Configure Database 2 If you are prompted enter the customer number for the switch Result The configuration application dialog box appears 3 Click Convert Text file Result The Open di...

Page 569: ...h to the Symposium TAPI SP database Some of this information can be unnecessary or inappropriate For example the CS 1000 Meridian 1 switch works on the assumption that IVR ports are analog These ports...

Page 570: ...s Nortel Symposium TAPI Service Provider Configure Database 2 Click the Meridian 1 Host tab 3 Click TN Table Result The Line Devices window appears 4 Ensure that the required TNs for the agent phonese...

Page 571: ...ick OK Result The new TN is added to the TN table d To add a new DN click Add DN Result The DN Properties dialog box appears e In the Position ID type the position ID of the set f In the DN Type box c...

Page 572: ...bound Upgrading licenses in your current installation Standard 7 16 k In the Directory box enter the directory number for the SCR DN l In the DN Type box choose SCR m In the Key box enter 3 5 Click OK...

Page 573: ...ers you must enable the Open Queue feature on Contact Center Manager Server configure the Communication Control Toolkit server using the NCCT 6 0 Console enable the Contact Management Framework Import...

Page 574: ...imedia Outbound Upgrading licenses in your current installation Standard 7 16 c Close the Services window 4 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NC...

Page 575: ...ation and Maintenance Guide 575 October 2007 Upgrading licenses in your current installation 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available Importing Tools...

Page 576: ...enter Users Result The Import Contact Center Users Properties window appears 7 Select a Contact Center user from the Available Contact Center Users list and click Add or click Add All to import all av...

Page 577: ...ure that the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel RSH Daemon if installed To...

Page 578: ...ct Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 5 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console...

Page 579: ...and Maintenance Guide 579 October 2007 Upgrading licenses in your current installation 6 Expand NCCT Admin and select Importing Tools Result The available Importing Tools appear in the right pane of...

Page 580: ...580 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 7 Double click Import M1 TSP Data Result The Import M1 TSP Data Properties dialog box appears...

Page 581: ...nd addresses in the TAPI Service Provider for M1 database appear Note No selection is possible you must import all available terminals and addresses to ensure that all terminals are imported with thei...

Page 582: ...tion Control Toolkit user must be logged on to the specified domain If you import domain users configured using the domain companyname com format the utility imports the user in the format domainname...

Page 583: ...want to look for Windows users You can import CCT Server users CCT Domain users or by selecting CCT server in the Location box To import Windows users from the CCT Server perform the following a In th...

Page 584: ...tches or contains the value in the Object Name box First Name find all Windows user accounts where the first name matches or contains the value in the Object Name box User Group Name find all Windows...

Page 585: ...mporting local workstations 1 Make sure that the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installe...

Page 586: ...ct Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 4 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console...

Page 587: ...nance Guide 587 October 2007 Upgrading licenses in your current installation 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available Importing Tools appear in the ri...

Page 588: ...a workgroup on a stand alone server then there are no available workstations to import Result The Import Work Stations Properties dialog box appears 7 Press the CTRL key and select the workstations 8...

Page 589: ...installation Step 17 Map terminals to workstations optional If you want to have a one to one mapping between terminals and workstations perform this step Mapping a terminal to a workstation 1 On the N...

Page 590: ...590 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 2 Double click the terminal to configure Result The New Terminal Properties dialog box appears...

Page 591: ...tation Maps tab Result The Workstation Maps page appears 4 Select the appropriate workstations in Available WorkStations 5 Click Add to move the selected workstation to the Mapped WorkStation box Resu...

Page 592: ...to Windows users so that the Windows users have access to the contact center software functionality For example when Contact Center Agent Desktop is deployed mapping a Contact Center user to a Windows...

Page 593: ...intenance Guide 593 October 2007 Upgrading licenses in your current installation Mapping a user to an address and address groups 1 On the NCCT 6 0 Console select Users Result The Users folder on the c...

Page 594: ...594 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 2 Double click the user to configure Result The User Properties dialog box appears...

Page 595: ...ses and address groups from Available Addresses and Address Groups 5 Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list 6 Click OK Result The a...

Page 596: ...596 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 2 Double click the user you want to configure Result The New User Properties dialog box appears...

Page 597: ...group from those in Available Terminals and Terminal Groups 5 Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list 6 Click OK Result The termin...

Page 598: ...598 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 599: ...oups 5 Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list 6 Click OK Result The contact center users and contact center user...

Page 600: ...600 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16...

Page 601: ...es in your current installation Section F Contact type configuration In this section Step 19 Understand the new contact types 602 Step 20 Log on to the Multimedia Administrator 606 Step 21 Start the c...

Page 602: ...and route points see the Contact Center Manager Administrator s Guide Configuring the outbound contacts Use the Outbound Campaign Management Tool to create modify and monitor outbound campaigns An ou...

Page 603: ...e servers and configure the default rules for a recipient mailbox Configuring the Web Communications Manager Use the Web Communications Manager to communicate with customers over the Internet Agents a...

Page 604: ...or group of agents skillset based on an analytical search of the sender address the recipient address the subject and body of an e mail for predetermined keywords or a combination of these The e mail...

Page 605: ...way conversation between an agent and a customer The exchange of messages is private to the customer and agent Web on hold is a set of Web pages that appear in a customer Web browser while the custome...

Page 606: ...timedia Administrator use the following Username SysAdmin Password _ _ccmm Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact type...

Page 607: ...intenance Guide 607 October 2007 Upgrading licenses in your current installation 3 Click OK The Contact Center Multimedia Outbound Administrator window appears I 4 To log off the Multimedia Administra...

Page 608: ...ure all of the contact types You can follow all of the steps to ensure that your Contact Center is fully configured 1 On the Utilities menu of the Multimedia Administrator click Getting Started Result...

Page 609: ...ultimedia contacts You must configure at least one skillset for each contact type for which you are licensed Voice skillsets are prefixed by VO_ or do not contain a prefix E mail skillsets are prefixe...

Page 610: ...Upgrading licenses in your current installation Standard 7 16 1 Select the first skillset you use to route multimedia contacts 2 Click Edit If you edit a skillset for outbound contacts or Web communic...

Page 611: ...WC outbound OB 6 When all skillsets are configured click Close to close the Skillset Settings window Click OK and begin the contact configuration using the Getting Started window again What is next If...

Page 612: ...d secondary e mail servers If your system cannot log on to a mailbox the E mail Manager attempts to connect to the secondary POP3 host Likewise if an SMTP connection attempt fails the secondary SMTP h...

Page 613: ...e Server Settings window double click Inbound Mail Server POP3 Result The E mail Server Properties window appears 2 Enter the following information Primary Hostname Type the name of the server that re...

Page 614: ...messages Server Type For outbound mail servers select SMTP Port Number Type the port number for the e mail server Secondary Hostname If you have a backup e mail server provide a hostname for the back...

Page 615: ...t you use for developing one or two Web pages for your corporate Web site You can use the development server configuration for development and testing When you are ready to move the Web pages to the p...

Page 616: ...s What is next If you have only Web communications contacts licensed your required configuration in the Multimedia Administrator application is complete Note You can configure optional settings for We...

Page 617: ...aliases can be different because the routing rules are based on the aliases In Contact Center Multimedia you must configure all enabled and alias mailboxes In this example you must configured the ena...

Page 618: ...alias The address of an alias can be used in rules configuration and outbox mapping but a recipient box configured as an alias address not contain e mail 9 In the Process Up to box enter the maximum...

Page 619: ...the E mail Manager it is used as a template for the last rule in the recipient mailbox It ensures that an e mail addressed to the recipient is assigned to a skillset if it matches no other regular us...

Page 620: ...see Configuring skillsets on page 609 To modify the system default rule 1 From the Skillset list select a skillset name You can accept the current default To select the route point for the skillset p...

Page 621: ...laimer information and must be in fixed width font The auto signature appears in an e mail message after any personal signature which is configured in the Agent Desktop application d Click Save Result...

Page 622: ...s used as a template for the first rule applied in all recipient mailboxes It ensures that an e mail message that contains particular phrases such as undeliverable are not routed to agents 2 If the e...

Page 623: ...use specific phrases instead of individual words When you create a mailbox it is automatically assigned a delivery failure rule which is copied from the system delivery failure rule The default setti...

Page 624: ...t a different route point c Below Auto Signature type an auto signature optional The auto signature is text appended to each e mail message sent from the contact center in addition to the agent messag...

Page 625: ...Delivery Failure Rule window and the New Recipient windows close The Rules window appears Viewing the sequence and status of the rules 1 In the Rules window review the rule summary Note The legend at...

Page 626: ...pgrading licenses in your current installation Standard 7 16 4 Click OK to close the Getting Started window You can return to the Getting started window at any time On the Utilities menu of the Multim...

Page 627: ...Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is...

Page 628: ...M Starter Service verify that the Status is Started and the Startup Type is Automatic 4 Verify that the following services are started CCMM Manager Client CCMM OAM service CCMM Outbound Scheduler If a...

Page 629: ...l right click CCMM E mail Manager service and then click Start 2 Close the Windows Services Control Panel What is next If your new license includes Web communications it is time to install the externa...

Page 630: ...630 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16...

Page 631: ...pgrading licenses in your current installation Section G Installing the external Web server In this section Step 23 Check the prerequisites for the Web server 632 Step 24 Install the external Web serv...

Page 632: ...st configure and install the Web server software on the server where you develop your Web interface not on a server that is for production nor the server where your Contact Center Multimedia software...

Page 633: ...ternal Web server software Use the following steps to install the external Web server software on your development Web server 1 Log on to the server using the Local Administrator user ID and password...

Page 634: ...Next Result The Contact Center License Agreement window appears 4 Read and understand the terms of the license agreement If you accept the terms of the license agreement select I accept the terms in t...

Page 635: ...ation directory on the Web server open webapps CI_Sample_Website WEB_INF b Open the file web xml in a text editor such as Notepad c Edit the string EMAILSERVER_HOSTNAME so that it contains the name of...

Page 636: ...lation Standard 7 16 8 Click Next Result The InstallShield dialog box appears for the update 9 View the installation location for your software and then click Next Note You must accept the default ins...

Page 637: ...nses in your current installation 10 Review the details of the installation and then click Install Result The following dialog box appears The Apache Tomcat services stop and restart automatically The...

Page 638: ...d your development Web server in the Multimedia Administrator application to test your Web site For more information see Configuring the external Web server on page 213 3 After you develop and test yo...

Page 639: ...2007 Upgrading licenses in your current installation e In the Contact Center Multimedia Administrator window expand Contact Center Multimedia f Expand General Administration g Double click Server Sett...

Page 640: ...HTTP Result The Server Properties window appears i Enter the following information Server Name Type the name of the external Web server that customers can access for Web communications Server Port Ty...

Page 641: ...2007 Upgrading licenses in your current installation What is next Finish configuring the Administrators and then begin running the client applications For more information continue with Step 24 Instal...

Page 642: ...642 Contact Center Multimedia Outbound Upgrading licenses in your current installation Standard 7 16...

Page 643: ...d Maintenance Guide 643 October 2007 Upgrading licenses in your current installation Section H Agent configuration In this section Step 26 Configure hotdesking optional 644 Step 27 Start the client ap...

Page 644: ...are automatically mapped to the relevant terminal and addresses without user intervention When hotdesking is also configured for a Citrix environment agents are challenged with a dialog box asking the...

Page 645: ...ation 3 Double click Agent Desktop Configuration 4 Under Hot Desking select the Enabled check box 5 Click Save To configure the pop up window for a Citrix environment 1 In the Contact Center Multimedi...

Page 646: ...e Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment if both hotdesking options are set to 1 then agents can enter a string that uniquely identifies their workst...

Page 647: ...Installation and Maintenance Guide 647 October 2007 Upgrading licenses in your current installation...

Page 648: ...and configure scripts in Contact Center Manager Administration Import and map users in the Communication Control Toolkit Now you are ready to start the client applications the Contact Center Agent De...

Page 649: ...tation for your contact center Note A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts If you are a multimedia agent you must change your pa...

Page 650: ...map users in Communication Control Toolkit Ensure you have the user basic access rights to the Outbound component To assign user basic access rights to the Outbound component 1 Log on to the Contact...

Page 651: ...e Guide 651 October 2007 Upgrading licenses in your current installation Starting the Outbound Campaign Management Tool 1 On the Contact Center Manager Administration launchpad click Outbound Result T...

Page 652: ...tallation Standard 7 16 2 On the left side of the Outbound window click a Contact Center Multimedia server Result The Outbound Campaign Management Tool window appears See the Contact Center Manager Ad...

Page 653: ...n B Preinstallation 667 Section C Installation 685 Section D Postinstallation 697 Section E Client configuration 731 Section F External component configuration 741 Section G Contact Center Manager ser...

Page 654: ...ures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete You can get the latest copy of the this guide on Helmsman www nortel com helmsman The...

Page 655: ...f your contact center and the types of contacts Configuring the users for the Multimedia server requires approximately 30 minutes Communications Control Toolkit server is installed and configured and...

Page 656: ...656 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 657: ...allation and Maintenance Guide 657 October 2007 Migrating Contact Center 6 0 to a new server Section A Source server requirements In this section Step 1 Back up your Contact Center Multimedia database...

Page 658: ...st period of operation of the Contact Center Multimedia release 6 0 system complete and close as many contacts as possible Archive all data that you do not want to migrate to the new database For more...

Page 659: ...ck Stop CCMM E mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler 3 Click Exit to close the CCMM Service Control window Creating the backup destination Back up the database to a file on...

Page 660: ...log on as this new user To back up your database on a mapped drive 1 On the network computer where you store the backup do the following a Create a folder named Backup b Right click the new folder and...

Page 661: ...s the Multimedia servers d Click Apply e Click OK f Click OK to close the Properties window 3 On the Contact Center Multimedia server map the shared folder a Start Windows Explorer b On the Tools menu...

Page 662: ...n about backing up files see Chapter 16 Maintaining the database It takes about 5 minutes to back up 1 GB of data from the Multimedia database To back up the database 1 On the Windows Start menu click...

Page 663: ...F THEN you are backing up to a network location in the Database box browse to X folder name on the network share For example if the network drive is X and the mapped folder is backup and a subfolder i...

Page 664: ...A reminder box appears to remind you of what you are currently backing up 12 Click OK to begin the backup Result After the backup is complete a dialog box appears displaying the contents of the backu...

Page 665: ...ce Guide 665 October 2007 Migrating Contact Center 6 0 to a new server What is next Install and configure the software on your new Contact Center Multimedia server See Step 2 Review the preinstallatio...

Page 666: ...666 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 667: ...rating Contact Center 6 0 to a new server Section B Preinstallation In this section Step 2 Review the preinstallation instructions 668 Step 3 Read the prerequisite documentation and check for updates...

Page 668: ...soft Windows Server 2003 Software Standard edition or Enterprise Edition Other versions of Windows Server 2003 are not supported ATTENTION After you install the Contact Center Multimedia Outbound comp...

Page 669: ...updates Before you install the Contact Center Multimedia Outbound software you must check the Nortel Web site www nortel com or the Partner Information Center Web site www nortel com pic for the follo...

Page 670: ...icrosoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform This alternative is provided for customers whose security policy does not...

Page 671: ...the local administrator 2 Insert the Nortel Contact Center DVD into the server 3 Open the PCAnywhere folder CAUTION Risk of system failure Before you install pcAnywhere version 11 5 ensure that the v...

Page 672: ...mer Information window appears 7 Enter your user name and company details and then click Next Result The Destination Folder window appears 8 Accept the default location for installing the software or...

Page 673: ...ppropriate users for example Nortel support personnel and distributors If during the pcAnywhere configuration a message indicates that you do not have the rights to modify a setting or create a new ca...

Page 674: ...d close the Properties window Configuring an account in pcAnywhere 11 5 or later Note If you are using a modem connection with pcAnywhere you must configure your modem before you perform this procedur...

Page 675: ...e New Item Connection Wizard Result The Connection Wizard Connection Method window appears 4 Select I want to use cable modem DSL LAN dial up Internet ISP 5 Click Next Result The Connection Wizard Aut...

Page 676: ...e Connection Wizard Name and Password window appears 8 In the User name box type a name for the caller account You can choose any name or you can use a name familiar to you such as NGenDist 9 In the P...

Page 677: ...r 6 0 to a new server 11 Click Next Result The Connection Wizard Summary window appears 12 Review the Summary 13 Click Finish Result The Hosts window reappears with the new account selected 14 Type a...

Page 678: ...Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 15 Right click the account name and click Properties Result The Host Properties account name window appea...

Page 679: ...Installation and Maintenance Guide 679 October 2007 Migrating Contact Center 6 0 to a new server 16 Click the Settings tab 17 Select Launch with Windows and Run minimized 18 Click the Callers tab...

Page 680: ...ht click the caller account you just created and then click Properties Result The Caller Properties window appears 20 Click the Privileges tab 21 Click Superuser 22 Click OK to save your changes and c...

Page 681: ...ntact Center 6 0 to a new server 23 Click the Security Options tab 24 Under Session options ensure the Session options are set to Host and Remote 25 Under Login options ensure Limit login attempts per...

Page 682: ...icon settings click the Protect Item tab and type the password otherwise skip to the next step 30 Click OK to save all pcAnywhere Host settings 31 Optionally repeat steps 2 to 30 to create another cal...

Page 683: ...emote Desktop Connection for Administration formerly known as the Terminal Services Administration Mode is installed by default on Windows Server 2003 When you install Windows Server 2003 Microsoft Re...

Page 684: ...tations to be sent from this computer 4 Click OK For details about using Microsoft Remote Desktop Connection for Administration see the Microsoft documentation at www microsoft com What is next Contin...

Page 685: ...e Guide 685 October 2007 Migrating Contact Center 6 0 to a new server Section C Installation In this section Step 5 Install the Multimedia Outbound server software 686 Step 6 Install the Multimedia Ou...

Page 686: ...tion begins the installation checks to ensure that the following software is installed on the system Java Runtime Environment Release 1 5 0 You must ensure that you do not have the automatic update op...

Page 687: ...Maintenance Guide 687 October 2007 Migrating Contact Center 6 0 to a new server Installing the Multimedia server 1 Insert the Nortel Contact Center DVD into the DVD drive 2 Select Contact Center Mult...

Page 688: ...w server Standard 7 16 3 Click Install Note If either the Java Runtime Environment JRE Release 1 5 0 or the Microsoft NET Framework is not installed Contact Center Multimedia Outbound installs it auto...

Page 689: ...r 2007 Migrating Contact Center 6 0 to a new server 4 Click Next Result The License Agreement window appears 5 Read the license agreement select I accept the terms in the license agreement and then cl...

Page 690: ...ut installing the Agent Desktop telephony toolbar on your Communications Control Toolkit server for telephony only deployment see the Communication Control Toolkit Installation and Maintenance Guide I...

Page 691: ...The name of the server that routes contacts to agents Contact Center License server The name of the server where the license manager information is installed Contact Center Telephony Server The name...

Page 692: ...he Destination Location window appears 10 Select the drives on which you want to install the Multimedia server software and the Multimedia server database and then click Next Note Nortel recommends th...

Page 693: ...fy the amount of disk space on the selected drive Note If the installation program detects that you have not met the disk and disk space requirements you are asked to change the drives To change the d...

Page 694: ...on the Installation Summary section of this window and then click Install Result The Contact Center Multimedia Outbound server software and database are installed The InstallShield Wizard Completed w...

Page 695: ...apply the latest service update check to see if there are any updates posted in the installation addenda on the following Web sites www nortel com for end customers www nortel com pic for distributor...

Page 696: ...696 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 697: ...7 Provide local users with Log on as a Service right 698 Step 8 Configure the shared inbound and outbound attachment folders 703 Step 9 Configure Internet Information Services IIS 716 Step 10 Verify t...

Page 698: ...o that the password never expires IUSR_ Servername The IUSR account is an IIS account used for all communication between the Multimedia server and the Agent Desktop over HTTPS except for Communication...

Page 699: ...ck User Rights Assignment Result All rights that can be assigned to a user are displayed in the right pane 4 Double click Log on as a Service Result The Log on as a service Properties window appears 5...

Page 700: ...lect Users Computers or Groups window appears 13 Click Locations 14 In the Enter the object name to select box type IUSR_ Servername where Servername is the name of your Multimedia server 15 Click Che...

Page 701: ...Installation and Maintenance Guide 701 October 2007 Migrating Contact Center 6 0 to a new server 3 Click Users 4 Right click CCMMOPSUSR and then click Properties...

Page 702: ...702 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 5 On the General tab select the check box Password Never Expires 6 Click OK...

Page 703: ...media database installation on page 725 Access on a shared folder is determined through two sets of permission entries the permissions set on the share called share permissions and the permissions set...

Page 704: ...lure Nortel recommends that you use the default attachment locations defined in this section If required you can choose a different location for the inbound and outbound shared e mail folders If you c...

Page 705: ...ype inboundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for inboundattachment window appears 11 Click Add...

Page 706: ...y that the user name exists on the local computer 17 Click OK Result The Permissions for inboundattachment window appears and the user is added to the list of users 18 Select the Multimedia user accou...

Page 707: ...ect names to select box type IUSR_ Servername where Servername is the name of the Multimedia server 23 Click OK 24 Select the Internet Guest Account IUSR_ Servername account 25 Allow Full Control perm...

Page 708: ...33 Click OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local computer 36 Click OK Resul...

Page 709: ...missions Read Execute List Folder Contents Read and Write 49 Click Apply 50 Click Add to add a new user 51 In the Enter the object names to select box type IUSR_ Servername 52 Click OK 53 For the IUSR...

Page 710: ...Attachments where X is the drive on which you installed your Contact Center Multimedia database 3 Locate the folder Outbound 4 Right click the Outbound folder and select Properties 5 Click the Sharing...

Page 711: ...ia server name from the list 14 Click OK 15 In the Enter the object name to select box type CCMMOPSUSR 16 Click Check Names to verify that the user name exists on the local computer 17 Click OK Result...

Page 712: ...erver Standard 7 16 19 Allow Read and Change permissions for the Multimedia user account hostname CCMMOPSUSR 20 Click Apply 21 Click Add to add a new user 22 In the Enter the object names to select bo...

Page 713: ...ect the Everyone default account 28 Remove all permissions granted to the Everyone account 29 Click Apply to save the changes to permissions for this folder 30 Click Add 31 Click Location 32 In the Lo...

Page 714: ...sult The permissions for the inboundattachment window appears and the user is added to the list of users 37 Select the SYSTEM user account 38 Select the check box under Allow and beside Full Control 3...

Page 715: ...er Contents Write and Read 49 Click Apply 50 Click Add to add a new user 51 In the Enter the object names to select box type IUSR_ Servername 52 Click OK 53 For the IUSR account select the following p...

Page 716: ...red folders for the client applications Updating the inbound attachment virtual directory 1 Open the Internet Information Service IIS Manager On the Start menu click All Programs Administrative Tools...

Page 717: ...ide 717 October 2007 Migrating Contact Center 6 0 to a new server 5 Right click the inboundattachment virtual directory and select Properties Result The Inboundattachment properties window appears 6 C...

Page 718: ...where LocalComputerName is the name of the Contact Center Multimedia server Password _mm6NtRed 9 Click OK to save the changes and close the dialog 10 If you are prompted to confirm the password you e...

Page 719: ...lick the plus sign to expand Local Computer 3 Click the plus sign to expand Web Sites 4 Click the plus sign to expand Default Web Site Result A list of virtual directories is displayed 5 Right click t...

Page 720: ...l Directory properties window click Apply to save your changes 12 Click OK to close the Properties window 13 Close the IIS Manager window Configuring the MIME types Configure IIS on your Contact Cente...

Page 721: ...Installation and Maintenance Guide 721 October 2007 Migrating Contact Center 6 0 to a new server 5 Right click Default Web Site and select Properties Result The Properties window appears...

Page 722: ...timedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 6 Click the HTTP Headers tab 7 Click MIME Types 8 Click New 9 In the Extension box type dic 10 In the MIME Type box type app...

Page 723: ...e changes Note If you are prompted to select any subfolders which inherit the changes select those in the Agent Desktop hierarchy 20 Close the Computer Management window Setting Web content permission...

Page 724: ...Standard 7 16 3 Click Web Services Extensions 4 On the right side of the IIS Window click the Extended tab if it is not already open 5 Select Active Server Pages 6 Click Allow if Active Server Pages a...

Page 725: ...section to verify the installation of the Multimedia database Verifying the Web services 1 On the Multimedia Outbound Server open Internet Explorer 2 Browse to http localhost csp multimedia ws Contact...

Page 726: ...ct Center Multimedia applications It is important that no processes except for the Cach database are running while you restore the database 1 On your server shut down all Contact Center Multimedia Out...

Page 727: ...mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter 2 Under the Cach Controller service click Start 3 Click Exit to close the CCMM Service Control window 4 On the Windows St...

Page 728: ...ow appears 9 Click Restore Result The Restore CCMM Database window appears 10 Beside Restore from select the location you used to back up the database and e mail attachment folders 11 In the Database...

Page 729: ...you do not want to restore the e mail attachment folders select the check box Do not Restore E mail Attachments 13 Click Restore Now Result If you are restoring e mail attachment folders a confirmati...

Page 730: ...rward traps you must perform these tasks if you have not already done so Configure the Windows SNMP service on the server Select the types of events you want to forward to the Network Management Syste...

Page 731: ...2007 Migrating Contact Center 6 0 to a new server Section E Client configuration In this section Step 13 Check the requirements for each client 732 Step 14 Install NET Framework on clients 735 Step 1...

Page 732: ...ltimedia server From a client an agent types a URL into a Web browser or Windows Explorer and pulls the Contact Center Agent Desktop application from the Contact Center Multimedia Outbound server to t...

Page 733: ...uide for complete details Description Done Client hardware Each client running the Contact Center Multimedia server client applications has the following elements Intel Pentium III 733 MHz CPU 256 MB...

Page 734: ...systems Windows 2000 Professional with service pack 4 Windows XP Professional with service pack 2 or Windows Vista Microsoft NET Framework 1 1 with service pack 1 See Step 14 Install NET Framework on...

Page 735: ...st download the appropriate language version of the NET Framework language pack Prerequisites for installing the NET Framework Each client must meet the following requirements before you install the N...

Page 736: ...n a client 1 Log on to the client as the local administrator 2 On the client open the DVD folder CCMM Microsoft NET Framework 1 1 Redistributables 3 Double click dotnetfx exe to install the NET Framew...

Page 737: ...ecurity_Policy msi Microsoft Installer contains a policy level for the client to download and run assemblies with a particular strong name A strong name consists of the assembly identity name version...

Page 738: ...vary from one company to the next follow your company guidelines to install the CCMM_Security_Policy msi file for the SMS clients on your network For more information see the documentation on the Micr...

Page 739: ...ntact center configuration is the same as it was you have already configured the phonesets Windows users your e mail server Contact Center Manager server Contact Center Manager Administration the Comm...

Page 740: ...740 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 741: ...igrating Contact Center 6 0 to a new server Section F External component configuration In this section Step 16 Configure phonesets on the switch for each agent 742 Step 17 Create a Windows user for ea...

Page 742: ...that handle voice or outbound contacts Agents who handle only e mail contacts do not require a phoneset Checklist for agent phonesets To configure agent phoneset terminal numbers TN on the switch for...

Page 743: ...w server Enable Associated Set Assignment AST for the ACD key and for one of the other personal DN keys Note AST can only be configured on a maximum of two keys Ensure that the Meridian Link Unsolicit...

Page 744: ...the user accounts 1 Log on to the relevant domain controller with administrative privileges 2 Click Start All Programs Administrative Tools Active Directory Users and Computers 3 Select the Domain use...

Page 745: ...enance Guide 745 October 2007 Migrating Contact Center 6 0 to a new server If you want to set up other password requirements such as minimum length expiration time or uniqueness open Group Policy and...

Page 746: ...documentation supplied with your e mail server software to configure the mailboxes to be used for receiving contacts Every POP3 mailbox used by the Contact Center Multimedia server requires basic auth...

Page 747: ...enance Guide 747 October 2007 Migrating Contact Center 6 0 to a new server Section G Contact Center Manager server configuration In this section Step 19 Enable Open Queue 748 Step 20 Ensure the CCT se...

Page 748: ...sed feature on Contact Center Manager Server Open Queue must be enabled for Contact Center Multimedia Outbound to route create read and delete contacts in Contact Center Manager Server If a large numb...

Page 749: ...ct Center 6 0 to a new server To enable Open Queue 1 On the Start menu of Contact Center Manager Server choose All Programs Nortel Contact Center Server Setup Configuration Result The Nortel Contact C...

Page 750: ...ing Contact Center 6 0 to a new server Standard 7 16 2 Click the License Manager tab Result The License Manager page appears 3 From the CCMS Optional Package list select Open Queue 4 Continue with Ens...

Page 751: ...window click the CCT Server tab 2 If you are using a remote Communication Control Toolkit server select the Use a remote CCT server check box 3 Ensure the Communication Control Toolkit server host nam...

Page 752: ...k OK Result The following window appears 8 Click Yes to restart the server 9 After you restart the sever Contact Center Manager Server is Open Queue enabled and configured to work with the Communicati...

Page 753: ...this section Step 21 Refresh Contact Center Manager Server 754 Step 22 Create the agent phonesets 757 Step 23 Create required multimedia skillsets 760 Step 24 Create supervisors and agents 763 Step 25...

Page 754: ...g on to Contact Center Manager Administration 1 Start Internet Explorer 2 In the Address box type http followed by the server name For example http Contact Center Manager Administration Server name 3...

Page 755: ...Center Manager Administration main window appears Refreshing a server 1 Log on to Contact Center Manager Administration For instructions see Logging on to Contact Center Manager Administration on pag...

Page 756: ...er Result The system asks if you are sure you want to refresh the selected server 5 Click Yes Result The system warns that all browsers using Contact Center Manager Administration need to be refreshed...

Page 757: ...erver acquires a phoneset the Communication Server 1000 Meridian 1 PBX switch begins sending messages about these phonesets to the system After you save a phoneset you cannot modify it You must delete...

Page 758: ...tem tree double click the server in Contact Center Manager Server to which you want to add the phoneset The server expands to show the resources 4 Click Phonesets and Voice Ports Result The Phonesets...

Page 759: ...n Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset 1 In the Phonesets Voice Ports window in the table select...

Page 760: ...y skillset you want to create You must create skillsets for the contacts you are eligible to receive or send You must have at least one skillset for each type of contact For this purpose a default ski...

Page 761: ...t Center 6 0 to a new server 3 In the system tree double click the server in Contact Center Manager Server to which you want to add the skillset The server expands to show the resources 4 Click the Sk...

Page 762: ...for the longest time is presented to an agent first 9 Optionally in the Map to ACD DN box type the ACD DN number to which the skillset can be mapped If you map the skillset to an ACD DN calls to that...

Page 763: ...on by adding skillsets Adding a supervisor 1 Log on to Contact Center Manager Administration 2 Click Contact Center Management 3 On the system tree click the Contact Center Manager Server under which...

Page 764: ...lick Contact Center Management 3 On the system tree click the Contact Center Manager Server under which you want to add the agent 4 On the Contact Center Management menu bar click Add Agent Result The...

Page 765: ...rator and request that the skillset is added to your partition 11 In the table listing all skillsets select the priority numbers beside the skillsets to which you want to assign the agent or select St...

Page 766: ...lick the server in Contact Center Manager Server to which you want to add the Open Queue CDN route point The server expands to reveal its resources 3 Click the CDNs route points heading Result The CDN...

Page 767: ...eue table of the CDNs Route Points window select the Acquired check box in the row containing the Open Queue CDN route point that you want to acquire Clear the Acquired check box to deacquire the Open...

Page 768: ...ividual needs of Contact Center Multimedia For more information about Multimedia scripts see Contact Center Scripting Guide The sample scripts demonstrate the following functionality queuing a contact...

Page 769: ...number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script c_Queue_Multimedia_Contact This script checks if the contact is queued directly to an agen...

Page 770: ...any text in the current script You can import a sample script into Contact Center Manager Administration in two ways To import a sample script into an existing script in the Script Manager double clic...

Page 771: ...ndow appears 5 Select the From Server option button and then navigate to the location on the server where the sample scripts are stored 6 Select the sample script that you want to import 7 Click Open...

Page 772: ...nter Manager Administration with the name and IP address of the new Multimedia server You must log on to Contact Center Manager Administration as the Web administrator Adding the Contact Center Multim...

Page 773: ...5 In the Login ID box type the ID for the Reporting user name for the server The ID for the Multimedia server is always mmReport 6 In the Password box type the password for the reporting user name for...

Page 774: ...server with right click and then click Edit Properties 4 Under Associated Reporting Servers click the Select box next to the Multimedia server you added Only one of each type of server can be associa...

Page 775: ...Guide 775 October 2007 Migrating Contact Center 6 0 to a new server What is next Configure the Communications Control Toolkit resources For more information see Step 28 Import the agent phonesets to t...

Page 776: ...776 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 777: ...abase 778 Step 29 Configure the Contact Management Framework option 787 Step 30 Import the contact center users into CCT 795 Step 31 Import the terminals and addresses into CCT 799 Step 32 Import the...

Page 778: ...ridian 1 switch Before you download information from the CS 1000 Meridian 1 switch you must create a switch configuration information text file on the Symposium TAPI server To create a switch configur...

Page 779: ...l by selecting Add Remove Windows Components then navigate to Accessories and Utilities and click Details Select Communications and click Details Select HyperTerminal and click OK HyperTerminal is ins...

Page 780: ...andard 7 16 6 In the Connect using list choose COM1 or the COM port connected to the CS 1000 Meridian 1 switch Result The COM1 Properties dialog box appears 7 Verify the information in this dialog box...

Page 781: ...mpt press Enter At the CDEN prompt press Enter At the CUST prompt type 0 or customer number and press Enter At the DATE prompt press Enter At the PAGE prompt press Enter At the DES prompt press Enter...

Page 782: ...Service Provider Configure Database 2 If you are prompted enter the customer number for the switch Result The application configuration dialog box appears 3 Click Convert Text file Result The Open dia...

Page 783: ...to the Symposium TAPI SP database Some of this information can be unnecessary or inappropriate For example the CS 1000 Meridian 1 switch works on the assumption that IVR ports are analog These ports m...

Page 784: ...rtel Symposium TAPI Service Provider Configure Database 2 Click the Meridian 1 Host tab 3 Click TN Table Result The Line Devices window appears 4 Ensure that the required TNs for the agent phonesets h...

Page 785: ...k OK Result The new TN is added to the TN table d To add a new DN click Add DN Result The DN Properties dialog box appears e In the Position ID enter the position ID of the set f In the DN Type box ch...

Page 786: ...utbound Migrating Contact Center 6 0 to a new server Standard 7 16 k In the Directory box enter the directory number for the SCR DN l In the DN Type box choose SCR m In the Key box enter 3 5 Click OK...

Page 787: ...Manager Server Contact Center Manager Administration and Communication Control Toolkit are on stand alone servers or co resident Configuring the Communication Control Toolkit Console Follow these ste...

Page 788: ...tact Center 6 0 to a new server Standard 7 16 3 On the File menu choose Add Remove snap in Result The Add Remove snap in dialog box appears 4 Click Add Result The Add Standalone snap in dialog box app...

Page 789: ...Guide 789 October 2007 Migrating Contact Center 6 0 to a new server 5 Select NCCT Admin and then click Add Result The NCCT Admin Select Computer dialog box appears 6 Select the computer that the NCCT...

Page 790: ...igrating Contact Center 6 0 to a new server Standard 7 16 7 Click Finish Result The Add Standalone Snap in dialog box appears 8 Select NCCT Maintenance and click Add Result The NCCT Maintenance snap i...

Page 791: ...ing the Contact Management Framework 1 Open the NCCT 6 0 Console on the Communication Control Toolkit server 2 On the left pane of the NCCT 6 0 Console expand NCCT Admin and select CCT Server Result C...

Page 792: ...n of the Contact Center servers If you configure the CMF for stand alone deployment then you must restart all core Communication Control Toolkit services If you configure the CMF for co resident deplo...

Page 793: ...Control Toolkit Services Properties dialog box appears e Click to stop the services f Click to restart the services To stop and restart Contact Center Manager Server services do the following a Log on...

Page 794: ...the Service Status Log d From the Windows Start menu choose All Programs Nortel Contact Center Manager Server Startup Result The Contact Center Manager Server Startup Utility window appears e Click O...

Page 795: ...anager Server You completed this task in Step 19 Enable Open Queue on page 748 2 Configure the Communication Control Toolkit server using the NCCT 6 0 Console You completed this task in Step 29 Config...

Page 796: ...16 3 Restart the Data Access Layer Service a Click Start Administrative Tools Services b Right click Data Access Layer service and then click Restart c Close the Services window 4 Click Start All Prog...

Page 797: ...llation and Maintenance Guide 797 October 2007 Migrating Contact Center 6 0 to a new server 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available importing tools a...

Page 798: ...nter Users Result The Import Contact Center Users Properties window appears 7 Select a Contact Center user from the Available Contact Center Users list and click Add or click Add All to import all ava...

Page 799: ...hat the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector Service if installed Nortel MPS Manager if installed Nortel RSH Daemon if installed To stop...

Page 800: ...tact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 5 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console...

Page 801: ...on and Maintenance Guide 801 October 2007 Migrating Contact Center 6 0 to a new server 6 Expand NCCT Admin and select Importing Tools Result The available importing tools appear in the right pane of t...

Page 802: ...Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 7 Double click the Import M1 TSP Data import tool Result The Import M1 TSP Data Properties dialog box appe...

Page 803: ...d addresses in the TAPI Service Provider for M1 database appear Note No selection is possible you must import all available terminals and addresses to ensure that all terminals are imported with their...

Page 804: ...ged on to the specified domain If you import domain users configured using the domain companyname com format the utility imports the user in the format domainname username If you import users from a d...

Page 805: ...selecting CCT server in the Location box To import Windows users from the CCT Server perform the following a In the Location box select the CCT server from which you want to import users b In the Obj...

Page 806: ...in the Object Name box First Name find all Windows user accounts where the first name matches or contains the value in the Object Name box User Group Name find all Windows user accounts where the use...

Page 807: ...there are no other workstations to import Importing local domain workstations 1 Make sure that the following Control Communication Toolkit server services are stopped NCCT Server NCCT TAPI Connector S...

Page 808: ...tact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 4 Click Start All Programs Nortel Communication Control Toolkit NCCT 6 0 Console Result The NCCT 6 0 Console...

Page 809: ...enance Guide 809 October 2007 Migrating Contact Center 6 0 to a new server 5 On the NCCT 6 0 Console expand NCCT Admin and click Importing Tools Result The available importing tools appear in the righ...

Page 810: ...there are no available workstations to import Result The Import Work Stations Properties dialog box appears 7 Press the CTRL key and select the workstations Result The required workstations are select...

Page 811: ...w server Step 34 Map terminals to workstations optional If you want to have a one to one mapping between terminals and workstations than perform this step Mapping a terminal to a workstation 1 On the...

Page 812: ...812 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 2 Double click the terminal to configure Result The New Terminal Properties dialog box appears...

Page 813: ...ation Maps tab Result The Workstation Maps page appears 4 Select the appropriate workstations in Available WorkStations 5 Click Add to move the selected workstation to the Mapped WorkStation box Resul...

Page 814: ...ers to Windows users so that the Windows users have access to the contact center software functionality For example when Contact Center Agent Desktop is deployed mapping a Contact Center user to a Win...

Page 815: ...Maintenance Guide 815 October 2007 Migrating Contact Center 6 0 to a new server Mapping a user to an address and address groups 1 On the NCCT 6 0 Console select Users Result The Users folder on the co...

Page 816: ...816 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 2 Double click the user you want to configure Result The User Properties dialog box appears...

Page 817: ...es and address groups from Available Addresses and Address Groups 5 Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list 6 Click OK Result The ad...

Page 818: ...818 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 2 Double click the user you want to configure Result The New User Properties dialog box appears...

Page 819: ...roup from those in Available Terminals and Terminal Groups 5 Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list 6 Click OK Result The termina...

Page 820: ...820 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16 2 Double click the user you want to configure Result The New User Properties dialog box appears...

Page 821: ...gent Groups 5 Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list 6 Click OK Result The contact center users and contact cente...

Page 822: ...822 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 823: ...ntact Center 6 0 to a new server Section J Contact type configuration In this section Step 36 Understand the contact types 824 Step 37 Log on to the Multimedia Administrator 828 Step 38 Start the conf...

Page 824: ...e contact types you are able to configure You can use the License Manager file on Contact Center Manager Server to determine what licenses you have For more information about the license codes see App...

Page 825: ...another method when the contact center is closed Some steps are required to configure the E mail Manager configure the skillsets setup the servers and configure the default rules for a recipient mailb...

Page 826: ...the e mail server that hold e mail messages Standard mailboxes are monitored by the Contact Center E mail Manager which routes the e mail to an agent or group of agents skillset based on an analytica...

Page 827: ...hich e mail messages that arrive at that alias are discarded A text chat session is a two way conversation between an agent and a customer The exchange of messages is private to the customer and agent...

Page 828: ...If you are not adding or changing any Multimedia contacts configuration then proceed to Step 39 Update the E mail Manager service on page 849 The first time you log on to the Multimedia Administrator...

Page 829: ...indow appears If you are opening the Contact Center Multimedia Administrator for the first time The Getting Started screen opens with the Multimedia Administrator window Note The Getting Started windo...

Page 830: ...o the Administrator application on the Utilities menu of the Multimedia Administrator click Getting Started Result The Getting Started window appears Note Once you begin these steps you cannot stop or...

Page 831: ...ltimedia contacts You must configure at least one skillset for each contact type for which you are licensed Voice skillsets are prefixed by VO_ or do not contain a prefix E mail skillsets are prefixed...

Page 832: ...Migrating Contact Center 6 0 to a new server Standard 7 16 1 Select the first skillset you use to route multimedia contacts 2 Click Edit If you edit a skillset for outbound contacts or Web communicat...

Page 833: ...outbound OB 6 When all skillsets are configured click Close to close the Skillset Settings window Click OK and begin the contact configuration using the Getting Started window again What is next If y...

Page 834: ...secondary e mail servers If your system cannot log on to a mailbox the E mail Manager attempts to connect to the secondary POP3 host Likewise if an SMTP connection attempt fails the secondary SMTP ho...

Page 835: ...Server Settings window double click Inbound Mail Server POP3 Result The E mail Server Properties window appears 2 Enter the following information Primary Hostname Type the name of the server that rec...

Page 836: ...messages Server Type For inbound mail servers select POP3 Port Number Type the port number for the e mail server Secondary Hostname If you have a backup e mail server provide a hostname for the backu...

Page 837: ...you use for developing one or two Web pages for your corporate Web site You can use the development server configuration for development and testing When you are ready to move the Web pages to the pr...

Page 838: ...What is next If you have only Web communications contacts licensed your required configuration in the Multimedia Administrator application is complete Note You can configure optional settings for Web...

Page 839: ...liases can be different because the routing rules are based on the aliases In Contact Center Multimedia you must configure all enabled and alias mailboxes In this example you must configured the enabl...

Page 840: ...n alias The address of an alias can be used in rules configuration and outbox mapping but a recipient box configured as an alias address not contain e mail 9 In the Process Up to box type the maximum...

Page 841: ...the E mail Manager it is used as a template for the last rule in the recipient mailbox It ensures that an e mail addressed to the recipient is assigned to a skillset if it matches no other regular use...

Page 842: ...ormation see Configuring skillsets on page 831 To modify the system default rule 1 From the Skillset list select a skillset name You can accept the current default To select the route point for the sk...

Page 843: ...e in fixed width font The auto signature appears in an e mail message after any personal signature which is configured in the Agent Desktop application d Click Save Result The Edit Skillset window clo...

Page 844: ...e is used as a template for the first rule applied in all recipient mailboxes It ensures that an e mail message that contains particular phrases such as undeliverable are not routed to agents 2 If the...

Page 845: ...in different contexts such as unknown in the keyword list for the delivery failure rule can cause valid e mail to be routed as undeliverable In this case use specific phrases instead of individual wo...

Page 846: ...t select a different route point c Below Auto Signature type an auto signature optional The auto signature is text appended to each e mail message sent from the contact center in addition to the agent...

Page 847: ...livery Failure Rule window and the New Recipient window closes The Rules window appears Viewing the sequence and status of the rules 1 In the Rules window review the rule summary Note The legend at th...

Page 848: ...ration of Contact Center Multimedia by working through the rest of this chapter If you want to add recipients create rules configure outbound e mail settings create barred e mail addresses create clos...

Page 849: ...ger CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter The CCMM License Manager and the CCMM Starter services start automatically if the Contact Center Multimedia server software is ins...

Page 850: ...Starter Service verify that the Status is Started and the Startup Type is Automatic 4 Verify that the following services are started CCMM Manager Client CCMM OAM service CCMM Outbound Scheduler If a s...

Page 851: ...Result The Service Properties window appears 4 In the Startup Type list select Manual 5 Click Apply 6 Click OK Starting the E mail Manager service 1 In the Windows Services Control Panel right click C...

Page 852: ...852 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 853: ...853 October 2007 Migrating Contact Center 6 0 to a new server Section K Agent configuration In this section Step 40 Configure the administrators 854 Step 41 Configure hotdesking optional 857 Step 42...

Page 854: ...database backup If you are not adding or changing any Multimedia user configuration then proceed to Step 41 Configure hotdesking optional on page 857 Nortel recommends that you now change the default...

Page 855: ...October 2007 Migrating Contact Center 6 0 to a new server 3 Double click Administrator Settings Result The Administrator Settings window appears 4 Select the default administrator 5 Click Edit Result...

Page 856: ...e Password Reset window appears The default user login ID is appears dimmed so that you cannot change it 7 In the New Password box type the password for the administrator 8 In the Confirm box type the...

Page 857: ...e automatically mapped to the relevant terminal and addresses without user intervention When hotdesking is also configured for a Citrix environment agents are challenged with a dialog box asking them...

Page 858: ...7 16 3 Double click Agent Desktop Configuration 4 Under Hot Desking select the Enabled check box 5 Click Save To configure the pop up window for a Citrix environment 1 In the Contact Center Multimedia...

Page 859: ...Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment if both hotdesking options are set to 1 then agents can enter a string that uniquely identifies their workstat...

Page 860: ...860 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 861: ...classes and configure scripts in Contact Center Manager Administration Import and map users in the Communications Control Toolkit Now you are ready to start the client applications the Contact Center...

Page 862: ...tation for your contact center Note A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts If you are a multimedia agent you must change your pa...

Page 863: ...sure you have the user basic access rights to the outbound component To assign user basic access rights to the Outbound component 1 Log on to Contact Center Manager Administrator For instructions see...

Page 864: ...und Migrating Contact Center 6 0 to a new server Standard 7 16 Starting the Outbound Campaign Management Tool 1 Click the Outbound component in the Contact Center Multimedia Outbound launchpad window...

Page 865: ...6 0 to a new server 2 On the left side of the Outbound window click on a Contact Center Multimedia server Result The Outbound Campaign Management Tool window appears See the Contact Center Manager Ad...

Page 866: ...866 Contact Center Multimedia Outbound Migrating Contact Center 6 0 to a new server Standard 7 16...

Page 867: ...Installation and Maintenance Guide 867 p a r t 3 Configuring the CCMM Standby server...

Page 868: ...Installation and Maintenance Guide 868 October 2007...

Page 869: ...nstallation and Maintenance Guide 869 C h a p t e r 8 Installing the Standby server In this chapter Overview 870 Section A Preinstallation 873 Section B Installation 907 Section C Postinstallation 919...

Page 870: ...icensed All unlicensed components are blocked This chapter assumes that all features are installed on your Multimedia servers What you need The following checklist contains the software and equipment...

Page 871: ...pervisors agents route points and scripts are configured For more information see Chapter 2 Installing the Multimedia Outbound server The Communication Control Toolkit server is installed and configur...

Page 872: ...tes for each 1 GB of data These times can vary depending on the server network infrastructure and your confidence level with the software The installation times are based on servers with the following...

Page 873: ...view the preinstallation instructions 874 Step 2 Read the relevant documentation and check for updates 875 Step 3 Share the attachment folders on the Active server 876 Step 4 Configure the Standby ser...

Page 874: ...y server software you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide ATTENTIO...

Page 875: ...for updates Before you install the Standby server software check the Nortel Web site www nortel com or the Partner Information Center Web site www nortel com pic for the following updated customer do...

Page 876: ...e mail attachments from one server to another Share the attachment folder with the user who installs the Standby server software and logs on to the Standby server 1 Log on to the Active Multimedia ser...

Page 877: ...ions to your current user account on the Multimedia server 10 Click Apply 11 Click OK 12 Click the Security tab 13 Click Add 14 Select the user account you are currently using Give full permissions to...

Page 878: ...ultimedia server 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 Type an administrator user ID and password 3 In the Contact Center Multimed...

Page 879: ...erties window appears 8 In the Server Name box type the name of the Multimedia Standby server 9 In the Server Port box type the port number for the Multimedia Standby server The default port number is...

Page 880: ...mation from the latest backup during the configuration of your Standby server Shutting down the services Nortel recommends that you shut down all services while a backup is performed to eliminate exce...

Page 881: ...ndby server On the network computer where you store the backup you must do one of the following ensure that your user account is in the same domain as the Contact Center Multimedia server or create a...

Page 882: ...h Click Add i Give full permissions to the account that you are using to connect to the Multimedia servers j Click Apply k Click OK 2 Update the security properties for the user by performing the foll...

Page 883: ...e of the server where you created the folder Tip If you created a user account specifically for mapping drives you must select the Connect using a different user name check box before adding the mappe...

Page 884: ...tandard 7 16 1 On the Active server from the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 Type your administrator user ID and password 3 Click Log...

Page 885: ...Installation and Maintenance Guide 885 October 2007 Installing the Standby server 6 Double click Backup Restore Utility Result The CCMM Backup and Restore Utility window appears...

Page 886: ...file name click Browse and then select the file name ATTENTION Ensure that you back up the e mail attachments as they are required to update the Standby server IF THEN you are backing up to a network...

Page 887: ...appears in the backup txt file the Multimedia database is not backed up If this occurs ensure the backup locations are correct and the network share or tape is available has sufficient permissions and...

Page 888: ...by server that are on the Active server You must make note of the current journal file to ensure that the Standby server can be correctly configured with all of the updates made to the Active server d...

Page 889: ...pane click Journaling Result The right side of the Cach Control Panel window shows the journal files The latest journal file appears in green The current journal file is also listed in the status bar...

Page 890: ...installed on drive D of the Standby server What is the name of the Multimedia server The name of the Multimedia server is required during the installation of the Standby server What is the date of the...

Page 891: ...cepts Microsoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform This alternative is provided for customers whose security policy d...

Page 892: ...Administrator 2 Insert the Nortel Contact Center DVD into the server 3 Open the PCAnywhere folder CAUTION Risk of system failure Before you install pcAnywhere version 11 5 ensure that the video driver...

Page 893: ...e Customer Information window appears 7 Enter your user name and company details and then click Next Result The Destination Folder window appears 8 Accept the default location for installing the softw...

Page 894: ...ppropriate users for example Nortel support personnel and distributors If during the pcAnywhere configuration a message appears indicating that you do not have the rights to modify a setting or create...

Page 895: ...lose the Properties window Configuring an account in pcAnywhere 11 5 or later If you are using a modem connection with pcAnywhere you must configure your modem before you perform this procedure 1 If i...

Page 896: ...tem Connection Wizard Result The Connection Wizard Connection Method window appears 4 Select I want to use cable modem DSL LAN dial up Internet ISP 5 Click Next Result The Connection Wizard Authentica...

Page 897: ...tion Wizard Name and Password window appears 8 In the User name box type a name for the caller account You can choose any name or you can use a name familiar to you such as NGenDist 9 In the Password...

Page 898: ...Standard 7 16 11 Click Next Result The Connection Wizard Summary window appears 12 Review the Summary 13 Click Finish Result The Hosts window reappears with the new account selected 14 Type a custom...

Page 899: ...Installation and Maintenance Guide 899 October 2007 Installing the Standby server 15 Right click the account name and click Properties Result The Host Properties account name window appears...

Page 900: ...900 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16 16 Click the Settings tab 17 Select Launch with Windows and Run minimized 18 Click the Callers tab...

Page 901: ...he caller account you just created and then click Properties Result The Caller Properties window appears 20 Click the Privileges tab 21 Click Superuser 22 Click OK to save your changes and close the C...

Page 902: ...ndby server Standard 7 16 23 Click the Security Options tab 24 Under Session options ensure the Session options are set to Host and Remote 25 Under Login options ensure Limit login attempts per call a...

Page 903: ...the Protect Item tab and type the password otherwise skip to the next step 30 Click OK to save all pcAnywhere host settings 31 Optionally repeat steps 2 to 30 to create another caller account of your...

Page 904: ...top Connection for administration formerly known as the Terminal Services Administration Mode is installed by default on Windows Server 2003 After you install Windows Server 2003 Microsoft Remote Desk...

Page 905: ...invitations to be sent from this computer 4 Click OK For details about using Microsoft Remote Desktop Connection for Administration see the Microsoft documentation at www microsoft com What is next C...

Page 906: ...906 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16...

Page 907: ...ation and Maintenance Guide 907 October 2007 Installing the Standby server Section B Installation In this section Step 8 Install the Standby server software 908 Step 9 Install the Standby server updat...

Page 908: ...Microsoft NET Framework Version 1 1 with NET service pack 1 The Java Runtime Environment and Microsoft NET Framework software is installed automatically if it is not already installed A check is also...

Page 909: ...aintenance Guide 909 October 2007 Installing the Standby server Installing the Standby server 1 Insert the Nortel Contact Center DVD into the DVD drive of the Standby server 2 Select Contact Center Mu...

Page 910: ...erver Standard 7 16 3 Click Install Note If either the Java Runtime Environment JRE Release 1 5 0 or the Microsoft NET Framework is not installed Contact Center Multimedia installs it automatically Cl...

Page 911: ...ick Next Result The License Agreement window appears 5 Read the license agreement select I accept the terms in the license agreement and then click Next Result The Setup Type window appears 6 Click CC...

Page 912: ...Contact Center Multimedia CCMM services and utilities Contact Center Multimedia CCMM Database Migration utility Contact Center Agent Desktop client Contact Center Outbound Campaign Manager Tool client...

Page 913: ...e Standby server 9 Click Next Result The Shadow CCMM Server Configuration window appears 10 In the License Server box type the name of the License Server in your contact center 11 In the Primary CCMM...

Page 914: ...3 Select the drives on which you want to install the Standby server software and the Multimedia database and then click Next You must use the same drive letters as those on the Active server Ensure yo...

Page 915: ...ive If the Standby server drive has insufficient space you must make more space available before you continue Do not change the drive letters Result The Ready to Install the Program window appears 14...

Page 916: ...916 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16 15 Click Finish 16 When you are prompted click Yes to restart the server...

Page 917: ...lready installed After you download and apply the latest service update check to see if there are any updates posted in the installation addenda on the following Web sites www nortel com for end users...

Page 918: ...918 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16...

Page 919: ...d outbound attachment folders 925 Step 12 Configure Internet Information Services 938 Step 13 Verify the Multimedia database installation 947 Step 14 Other postinstallation tasks 948 Step 15 Add the S...

Page 920: ...for e mail in your contact center IUSR_ Servername The IUSR account is an Internet Information Services IIS account used for all communication between the Multimedia server and the Agent Desktop over...

Page 921: ...Rights Assignment Result All rights that can be assigned to a user are displayed in the right pane 4 Double click Log on as a service Result The Log on as a service Properties window appears 5 Click...

Page 922: ...ns 14 In the Locations window select the Standby server name from the list 15 Click OK 16 In the Enter the object name to select box type IUSR_ Servername where Servername is the name of your Standby...

Page 923: ...Installation and Maintenance Guide 923 October 2007 Installing the Standby server 3 Click Users 4 Right click CCMMOPSUSR and then click Properties...

Page 924: ...924 Contact Center Multimedia Outbound Installing the Standby server Standard 7 16 5 On the General tab select the Password Never Expires check box 6 Click OK...

Page 925: ...d with the user types you configured in Step 10 Provide local users with the Log on as a Service right on page 920 Use the procedures in this section to configure the shared folders with the required...

Page 926: ...tion 7 Type inboundattachment in the Share name box 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for inboundattachme...

Page 927: ...that the user name exists on the local computer 17 Click OK Result The Permissions for inboundattachment window appears and the user is added to the list of users 18 Select the Multimedia user account...

Page 928: ...Enter the object names to select box type IUSR_ Servername where Servername is the name of the Standby server 23 Click OK 24 Select the Internet Guest Account 25 Allow Full Control for the Internet Gu...

Page 929: ...erver from the list 33 Click OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local comput...

Page 930: ...n the Inbound Properties dialog box click Security 42 Click Add to add a new user 43 Click Locations 44 In the Locations window select the Standby server name from the list 45 Click OK to close the Lo...

Page 931: ...54 If the SYSTEM security folder does not exist in the Enter the object name to select box type SYSTEM 55 Select the check box under Allow and beside Full Control 56 Click Apply to save the changes t...

Page 932: ...type outboundattachment 8 Add a description for the share optional 9 Leave the User Limit at Maximum allowed 10 Click Permissions Result The Permissions for outboundattachment window appears 11 Click...

Page 933: ...he user name exists on the local computer 17 Click OK Result The Permissions for outboundattachment window appears and the user is added to the list of users 18 Select the Multimedia user account host...

Page 934: ...Enter the object names to select box type IUSR_ Servername where Servername is the name of the Standby server 23 Click OK 24 Select the Internet Guest Account 25 Allow Full Control for the Internet Gu...

Page 935: ...erver from the list 33 Click OK to close the Locations dialog box 34 In the Enter the object name to select box type SYSTEM 35 Click Check Names to verify that the user name exists on the local comput...

Page 936: ...ard 7 16 41 On the Outbound Properties dialog box click Security 42 Click Add to add a new user 43 Click Locations 44 In the Locations window select the Standby server name from the list 45 Click OK 4...

Page 937: ...mes to select box type IUSR_ Servername 52 Click OK 53 For the IUSR account select the following permissions Read Execute List Folder Contents Read and Write 54 If the SYSTEM security folder does not...

Page 938: ...rs for the client applications Updating the inbound attachment virtual directory 1 Open the Internet Information Service IIS Manager On the Start menu click All Programs Administrative Tools Internet...

Page 939: ...ance Guide 939 October 2007 Installing the Standby server 5 Right click the inboundattachment virtual directory and select Properties Result The Inboundattachment properties window appears 6 Click the...

Page 940: ...ocalComputerName is the name of the Contact Center Multimedia server Password _mm6NtRed 9 Click OK to save the changes and close the dialog 10 If you are prompted to confirm the password you entered f...

Page 941: ...e plus sign to expand Local Computer 3 Click the plus sign to expand Web Sites 4 Click the plus sign to expand Default Web Site Result A list of virtual directories is displayed 5 Right click the outb...

Page 942: ...rties window click Apply to save your changes 12 Click OK to close the Properties window 13 Close the IIS Manager window Configuring the MIME types Configure Internet Information Services IIS on your...

Page 943: ...Installation and Maintenance Guide 943 October 2007 Installing the Standby server 5 Right click Default Web Site and select Properties Result The Properties window appears...

Page 944: ...nter Multimedia Outbound Installing the Standby server Standard 7 16 6 Click the HTTP Headers tab 7 Click MIME Types 8 Click New 9 In the Extension box type dic 10 In the MIME Type box type applicatio...

Page 945: ...dat 17 In the MIME Type box type application octet stream 18 Click OK to close the MIME Types box 19 Click OK 20 Click Apply to save the changes If you are prompted to select any subfolders that inher...

Page 946: ...n to expand the server folder The server folder has the same name as your server 2 Click Web Service Extensions 3 On the right side of the IIS Window click the Extended tab if it is not already open 4...

Page 947: ...on to verify the installation of the Multimedia database is complete Verifying the Web services 1 On the Standby Server open Internet Explorer 2 Browse to http localhost csp multimedia ws Contact cls...

Page 948: ...orts on page 1247 Configuring SNMP optional If you are using the Windows Simple Network Management Protocol SNMP service to forward traps you must perform these tasks Configure the Windows SNMP servic...

Page 949: ...49 October 2007 Installing the Standby server What is next Add the newly installed Standby server to the list of servers in Contact Center Manager Administrator For more information see Step 15 Add th...

Page 950: ...server You can configure more than one Multimedia server in Contact Center Manager Administration but only one Multimedia server can be active at a time You must log on as the Web administrator to co...

Page 951: ...n IP address and Display name 6 In the Login ID box type the Login ID for the reporting user name for the server The Login ID for the Standby server is always mmReport 7 In the Password box type the p...

Page 952: ...s Before you restore the backup from the Active server confirm that only the following services are running on the Standby server Cach Controller for Nortel CCMM License Service CCMM Starter Service T...

Page 953: ...Guide 953 October 2007 Installing the Standby server 6 Expand Database Administration 7 Select Backup Restore Utility Result The CCMM Backup and Restore Utility window appears 8 Click Restore Result...

Page 954: ...st restore the e mail attachments on the Standby server for it to function correctly if the Active server fails You must restore the e mail attachments to the same location from where they were backed...

Page 955: ...nistration application ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA The data restored from the Active server includes configuration information about running the server as an Active server Only one Mu...

Page 956: ...tely after restoring the Multimedia database Demoting the Standby server You must use the Multimedia Administrator tool to demote the server to Standby mode 1 Log on to the Standby server 2 On the Sta...

Page 957: ...ng the Standby server 7 Double click Server Demotion Result The Server Demotion window appears 8 Click Begin Result A message prompt reminds you to use this guide for the complete demotion process and...

Page 958: ...After Stage 1 of the demotion process is complete a confirmation window appears If you are installing the Standby server for the first time you are finished Proceed to Confirm the Standby server mode...

Page 959: ...he Active server 11 Click Finish Result A message dialog box appears indicating the services on Server B are restarted automatically After the demotion process is complete the text at the bottom of th...

Page 960: ...a STANDBY MODE 2 Expand General Administration 3 Double click Server Settings Result A message box appears indicating that you should not change a configuration on this server until the configuration...

Page 961: ...iguration Result The E Mail Configuration window appears 4 Under Attachment Files check the path names Do one of the following If the path names show the name of Server B the paths are correct Click C...

Page 962: ...inbound e mail attachment files shared location on the Standby server The s option ensures that all subdirectories are copied The y option suppresses prompting to confirm that you want to overwrite ex...

Page 963: ...the Standby server The s option ensures that all subdirectories are copied The y option suppresses prompting to confirm that you want to overwrite existing files The d option copies files on or after...

Page 964: ...n Recording the journal file path on page 888 After the journal file is configured the Standby server reads all subsequent journal files from the Active server and the servers are synchronized Journal...

Page 965: ...5 October 2007 Installing the Standby server 2 In the Username Password window enter the following User NNCCADMIN Password 20NnCc04 3 Click OK Result The Cach Control Panel window appears 4 Expand Sha...

Page 966: ...y server Standard 7 16 6 Right click PrimaryServerAttachments and select Properties Result The Properties for Shadowing PrimaryServerAttachments window appears 7 Under Database server journal file cli...

Page 967: ...the journal file path on page 888 9 Click OK 10 Right click PrimaryServerAttachments and select Start 11 In the Status column the status changes to Processing or Caught up Processing means that the St...

Page 968: ...file Result The Open File dialog box appears 14 Select the correct journal file The correct journal file is the file you recorded in Recording the journal file path on page 888 15 Click OK 16 Right cl...

Page 969: ...er Processing means that the Standby server is applying updates Caught up status means that the Standby server is synchronized with the Active server 18 Close the Cach Control Panel It can take a few...

Page 970: ...ally change the status of each service 4 Close the CCMM Services Control window The following table lists the services and their status on each server when Server A is the Active server and Server B i...

Page 971: ...t e r 9 Changing the Active server In this chapter Overview 972 Section A Switching to Standby when Primary server fails 975 Section B Switching to Standby for a planned change 993 Section C Restorin...

Page 972: ...can act as the Active or Standby server Server B The second server in the pair of Contact Center Multimedia servers You used this server to install the Redundancy server in Chapter 8 Installing the S...

Page 973: ...n a failure see Section A Switching to Standby when Primary server fails on page 975 The Active server requires maintenance preventing it from running the Contact Center Manager Server application To...

Page 974: ...opening the CCMM Service Control on each server to review the server name and operating mode To open the CCMM Services Control window on the Windows Start menu click All Programs Nortel Contact Cente...

Page 975: ...6 Step 1 Ensure the failed server is disconnected from the network 977 Step 2 Promote Server B 978 Step 3 Confirm the mode of Server B 982 Step 4 Associate the new reporting server 984 Step 5 Configur...

Page 976: ...wing procedures to promote the Standby server to active mode to put your contact center back into operation 1 Ensure the failed server is disconnected from the network 2 Promote Server B 3 Confirm the...

Page 977: ...server is disconnected from the network Disconnecting the server Disconnect the failed Active server from the network to prevent both Server A and Server B from running in active mode at the same time...

Page 978: ...rd 7 16 Step 2 Promote Server B Use the Multimedia Administrator tool on the Standby server to promote it to active mode 1 Log on to Server B 2 On Server B click Start All Programs Nortel Contact Cent...

Page 979: ...ation and Maintenance Guide 979 October 2007 Changing the Active server 4 Click Login Result The Administrator window appears 5 Expand Contact Center Multimedia STANDBY MODE 6 Expand Database Administ...

Page 980: ...Result The Server Promotion window appears 8 Click Begin Result A message prompt reminds you to use this guide for the complete promotion process and confirms that you want to proceed with the server...

Page 981: ...tions in this guide to promote the Standby server 11 Click Finish Result A message dialog box indicates the services on Server B are restarted automatically After the promotion process is complete the...

Page 982: ...nistrator window expand Contact Center Multimedia 2 Expand General Administration 3 Double click Server Settings 4 The Server Settings window appears 5 Confirm that the Contact Center Multimedia Serve...

Page 983: ...nt Files check the path names Do one of the following If the path names show the name of Server B the paths are correct Click Cancel If the path names show the name of Server A the paths are incorrect...

Page 984: ...Contact Center Manager Server so that Server B is correctly assigned as the associated reporting server 1 Log on to the Contact Center Manager Administration server 2 In a Web browser type http CCMA_...

Page 985: ...Center Manager Server with which you want to associate Server B right click and then click Edit Properties 5 Under Associated Reporting Servers click the Select box next to Server B 6 Under Associate...

Page 986: ...information see Appendix Using the Web communications customer interface 1 Stop Apache Tomcat using the following steps a On the Start menu of your external Web server click All Programs Administrati...

Page 987: ...ver You are replacing the name of Server A with the name of Server B 12 Save the file 13 Close the file 14 Delete all files in the following folders Program Files Apache Software Foundation Tomcat 5 5...

Page 988: ...ntact Center Agent Desktop or Outbound Campaign Management Tool to connect to Server B While your contact center is using Server A the agents access the desktop application using the URL http Server A...

Page 989: ...he following services on Server A before you reconnect it to the network CCMM Email Manager Service CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Disabling the services...

Page 990: ...ialog box appears 4 In the Startup type box select Disable 5 Click Apply 6 Click OK 7 Repeat steps 2 to 6 for each of the following services CCMM Manager Client Service CCMM OAM Service CCMM Outbound...

Page 991: ...Close the CCMM Service Control window The following table shows the status of the services on each server when Server A is disabled and Server B is the Active server What is next Nortel recommends tha...

Page 992: ...hanging the Active server Standard 7 16 After your failed server is fixed or replaced you can reconfigure the repaired server as the Primary server For instructions see Section C Restoring CCMM server...

Page 993: ...ge In this section Overview 994 Step 1 Disconnect Server A from the network 995 Step 2 Promote Server B 996 Step 3 Associate the new reporting server 1000 Step 4 Configure the external Web server 1002...

Page 994: ...removed from the network until upgrades are complete Complete the following procedures to promote Server B to active mode and bring your contact center back into operation 1 Disconnect Server A from t...

Page 995: ...g in active mode at the same time ATTENTION RISK OF IRRECOVERABLE LOSS OF DATA Do not reconnect this server to the network until the Multimedia services are disabled The services are disabled in Step...

Page 996: ...rd 7 16 Step 2 Promote Server B Use the Multimedia Administrator tool on the Standby server to promote it to active mode 1 Log on to Server B 2 On Server B click Start All Programs Nortel Contact Cent...

Page 997: ...ation and Maintenance Guide 997 October 2007 Changing the Active server 4 Click Login Result The Administrator window appears 5 Expand Contact Center Multimedia STANDBY MODE 6 Expand Database Administ...

Page 998: ...Result The Server Promotion window appears 8 Click Begin Result A message prompt reminds you to use this guide for the complete promotion process and confirms that you want to proceed with the server...

Page 999: ...tions in this guide to promote the Standby server 11 Click Finish Result A message dialog box indicates the services on Server B are restarted automatically After the promotion process is complete the...

Page 1000: ...Contact Center Manager Server so that Server B is correctly assigned as the associated reporting server 1 Log on to the Contact Center Manager Administration server 2 In a Web browser type http CCMA_...

Page 1001: ...ou want to associate Server B with right click and then click Edit Properties 5 Under Associated Reporting Servers click the Select box next to Server B 6 Under Associated Reporting Servers ensure the...

Page 1002: ...e information see Appendix Using the Web communications customer interface 1 Stop Apache Tomcat using the following steps a On the Start menu of your external Web server click All Programs Administrat...

Page 1003: ...replacing the name of Server A with the name of Server B 12 Save the file 13 Close the file 14 Delete all files in the following folders Program Files Apache Software Foundation Tomcat 5 5 Catalina lo...

Page 1004: ...ntact Center Agent Desktop or Outbound Campaign Management Tool to connect to Server B While your contact center is using Server A the agents access the desktop application using the URL http Server A...

Page 1005: ...ollowing services on Server A before reconnecting it to the network CCMM Email Manager Service CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Disabling the services 1 On...

Page 1006: ...dialog box appears 4 In the Startup type box select Disable 5 Click Apply 6 Click OK 7 Repeat steps 2 to 5 for each of the following services CCMM Manager Client Service CCMM OAM Service CCMM Outbound...

Page 1007: ...ervice 4 Close the CCMM Service Control window The following table shows the status of the services on each server when Server A is disabled and Server B is Active What is next Nortel recommends that...

Page 1008: ...r Multimedia Outbound Changing the Active server Standard 7 16 To reconfigure Server A as the Active server and Server B as the Standby server see Section C Restoring CCMM servers to original configur...

Page 1009: ...Step 8 Stop and disable Multimedia services on Server A 1036 Step 9 Restore the backup to Server A 1040 Step 10 Record the journal file 1043 Step 11 Update the server details for Server A 1045 Step 12...

Page 1010: ...t running Here is a detailed overview of the steps you must perform On Server B perform the following steps to prepare the server to be taken out of service Ensure users are disconnected Stop and disa...

Page 1011: ...g steps on other components of the contact center Associate the new reporting server Configure the external Web server Configure the Contact Center Agent Desktop On Server B perform the following step...

Page 1012: ...Administrator must exit all applications while you are returning the contact processing to Server A Disconnecting from Contact Center Agent Desktop 1 Complete all of the current contacts 2 Click Logg...

Page 1013: ...en disable some of the Multimedia services after all users are disconnected from the server Stopping the Multimedia services 1 On Server B click Start All Programs Nortel Contact Center Multimedia Ser...

Page 1014: ...t to close the CCMM Service Control window Disabling Multimedia services You must disable the following services on Server B so that they do not start again CCMM Email Manager Service CCMM Manager Cli...

Page 1015: ...llation and Maintenance Guide 1015 October 2007 Changing the Active server 1 On Server B click Start Administrative Tools Services Result The Services window appears 2 Select the CCMM Email Manager Se...

Page 1016: ...d choose Properties Result The Services Properties dialog box appears 4 In the Startup type box select Disable 5 Click Apply 6 Click OK 7 Repeat steps 2 to 6 for each of the following services CCMM Ma...

Page 1017: ...on that is accessible from Server A Starting the License Manager and Starter services You must start the CCMM License Manager service and the CCMM Starter service The CCMM Starter service in turn star...

Page 1018: ...eate a new user that is in the same domain as the Contact Center Multimedia server and log on as this new user To back up your database on a mapped drive 1 On the network computer where you store the...

Page 1019: ...rming the following steps a Click the Security tab b Click Add c Select the user account you are currently using Give full permissions to your current user account on the Multimedia server d Click App...

Page 1020: ...you need to select the Connect using a different user name check box before adding the mapped folder To back up your database on tape 1 Ensure a tape drive is present on your server 2 Insert a blank...

Page 1021: ...Restore Utility Result The CCMM Backup and Restore Utility window appears 7 Click Backup Result The Backup CCMM Database window appears 8 Beside Backup to select your backup location Network or Tape...

Page 1022: ...ccessful you see Backup complete in the backup txt log file If the backup of e mail attachments is successful you see the number of files copied If the Backup failed message appears in the backup txt...

Page 1023: ...age appears in the backup txt file the e mail attachments are not backed up If this occurs ensure the folders to be backed up are correct the backup locations are correct and the network share or tape...

Page 1024: ...ve mode the shadowing process was not used The current journal file configured on Server B is out of date You must remove the journal file to prevent the shadowing process from starting with this inco...

Page 1025: ...Installation and Maintenance Guide 1025 October 2007 Changing the Active server 3 Click OK Result The Cach Control Panel window appears 4 Expand Shadowing 5 Select This System as Shadow...

Page 1026: ...ttachments window appears 7 In the Database server journal file box delete the Database server journal file 8 In the Database server journal file box type dot dot Result The database shadowing is stop...

Page 1027: ...aryServerData and select Properties Result The Properties for Shadowing PrimaryServerData window appears 12 In the Database server journal file box delete the Database server journal file 13 In the Da...

Page 1028: ...1028 Contact Center Multimedia Outbound Changing the Active server Standard 7 16 14 Click OK 15 Close the Cach Control Panel...

Page 1029: ...ngs window to reflect the configuration you want Perform the following steps to confirm the Server A is in active mode Confirming the server details 1 Log in to the Contact Center Multimedia Administr...

Page 1030: ...change the port number of the server as required The default server port is 1972 5 To change the MCMC event port number type the new number in the MCMC Event Port box The default MCMC event port numb...

Page 1031: ...es are activated to allow Server B to run in standby mode Demoting the Standby server You must use the Multimedia Administrator tool to demote the server to Standby mode 1 Log on to the Standby server...

Page 1032: ...r Multimedia Outbound Changing the Active server Standard 7 16 4 Click Login 5 Expand Contact Center Multimedia 6 Expand Database Administration 7 Double click Server Demotion Result The Server Demoti...

Page 1033: ...server 8 Click Begin Result A message prompt reminds you to use this guide for the complete demotion process and confirms that you want to proceed with the server demotion 9 Click Yes Result After St...

Page 1034: ...e Active server 11 Click Finish Result A message dialog box appears indicating the services on Server B are restarted automatically After the demotion process is complete the text at the bottom of the...

Page 1035: ...s 1 On Server B click Start All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window appears 2 Ensure the following services are stopped Cach C...

Page 1036: ...rver A If your Server A failed or you upgraded the server the services might already be stopped or disabled Perform the following procedures to stop or disable any remaining services on your server St...

Page 1037: ...heduler CCMM Starter 3 Click Exit to close the CCMM Service Control window Disabling the services You must disable the following services on Server A so that they do not start again CCMM Email Manager...

Page 1038: ...ontact Center Multimedia Outbound Changing the Active server Standard 7 16 1 On Server A click Start Administrative Tools Services Result The Services window appears 2 Select the CCMM Email Manager Se...

Page 1039: ...choose Properties Result The Services Properties dialog box appears 4 In the Startup type box select Disable 5 Click Apply 6 Click OK 7 Repeat steps 2 to 6 for each of the following services CCMM Man...

Page 1040: ...cense Manager and CCMM Starter services 1 On Server A click Start All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window appears 2 Under each...

Page 1041: ...ctive server 6 Select Backup Restore Utility Result The CCMM Backup and Restore Utility window appears 7 Click Restore Result The Restore CCMM Database window appears 8 Beside Restore from select the...

Page 1042: ...OK to confirm the location to restore the e mail attachments 11 Click Restore Now Result A confirmation box appears with the correct restore location populated 12 Click Yes to proceed with the restor...

Page 1043: ...iting the information to journal files You must record the journal file on Server A in order to configure Server B to run in standby mode Determining the current database journal file 1 On Server A cl...

Page 1044: ...he right side of the Cach Control Panel shows the journal files The latest journal file appears in green The current journal file is also listed in the status bar at the bottom of the window The curre...

Page 1045: ...tion you want Perform the following steps to confirm the Server A is in active mode Confirming the server details 1 Log in to the Contact Center Multimedia Administrator 2 On Server A in the Contact C...

Page 1046: ...he server as required The default server port is 1972 10 To change the MCMC event port number type the new number in the MCMC Event Port box The default MCMC event port number is 7999 11 Click Save Re...

Page 1047: ...box type the port number for the Multimedia Standby server The default port number is 1972 16 Click Save Result A warning appears describing potential errors for changing this server 17 Click OK to a...

Page 1048: ...dia Administrator tool expand Contact Center Multimedia 2 Expand E mail Administration 3 Double click E mail Configuration Result The E Mail Configuration window appears 4 Under Attachment Files repla...

Page 1049: ...able the remaining services on Server A before it can be the Active server CCMM Email Manager Service CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Enabling the services...

Page 1050: ...choose Properties Result The Services Properties dialog box appears 4 In the Startup type box select Automatic 5 Click Apply 6 Click OK 7 Repeat steps 2 to 5 for each of the following services CCMM M...

Page 1051: ...The CCMM Starter service starts all of the other services 1 On Server A click Start All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window a...

Page 1052: ...e Contact Center Manager Server so that Server A is correctly assigned as the associated reporting server 1 Log on to the Contact Center Manager Administration server 2 In a Web browser type http CCMA...

Page 1053: ...Center Manager Server with which you want to associate Server A right click and then click Edit Properties 5 Under Associated Reporting Servers click the Select box next to Server A 6 Under Associate...

Page 1054: ...e information see Appendix Using the Web communications customer interface 1 Stop Apache Tomcat using the following steps a On the Start menu of your external Web server click All Programs Administrat...

Page 1055: ...replacing the name of Server B with the name of Server A 12 Save the file 13 Close the file 14 Delete all files in the following folders Program Files Apache Software Foundation Tomcat 5 5 Catalina l...

Page 1056: ...und Campaign Management Tool to connect to Server A While your contact center is using Server B the agents access the desktop application using the URL http Server B agentdesktop ccad exe While Server...

Page 1057: ...ver A click Start All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window appears 2 Under each of the following services click Start CCMM Lice...

Page 1058: ...the Multimedia Administrator tool expand Contact Center Multimedia 2 Expand E mail Administration 3 Double click E mail Configuration Result The E Mail Configuration window appears 4 Under Attachment...

Page 1059: ...e Multimedia server since the last backup You must use the journal file you recorded in Step 10 Record the journal file on page 1043 After the journal file is configured the Standby server reads all s...

Page 1060: ...1060 Contact Center Multimedia Outbound Changing the Active server Standard 7 16 3 Click OK Result The Cach Control Panel window appears 4 Expand Shadowing 5 Select This System as Shadow...

Page 1061: ...ng the Active server 6 Right click PrimaryServerAttachments and select Properties Result The Properties for Shadowing PrimaryServerAttachments window appears 7 Under Database server journal file click...

Page 1062: ...ord the journal file on page 1043 9 Click OK 10 Right click PrimaryServerAttachments and select Start 11 In the Status column the status changes to Processing or Caught up Processing means that the St...

Page 1063: ...le Result The Open File dialog box appears 14 Select the correct journal file The correct journal file is the file you recorded in Step 10 Record the journal file on page 1043 15 Click OK 16 Right cli...

Page 1064: ...6 Processing means that the Standby server is applying updates Caught up status means that the Standby server is synchronized with the Active server 18 Close the Cach Control Panel It can take a few m...

Page 1065: ...nable the services on Server B in order for it to act as a Standby server CCMM Email Manager Service CCMM Manager Client Service CCMM OAM Service CCMM Outbound Scheduler Service Enabling the services...

Page 1066: ...choose Properties Result The Services Properties dialog box appears 4 In the Startup type box select Automatic 5 Click Apply 6 Click OK 7 Repeat steps 2 to 5 for each of the following services CCMM M...

Page 1067: ...ly change the status of each service 4 Close the CCMM Service Control window The following table shows the status of the services on each server when Server A is the Active server and Server B is the...

Page 1068: ...1068 Contact Center Multimedia Outbound Changing the Active server Standard 7 16...

Page 1069: ...Installation and Maintenance Guide 1069 p a r t 4 Maintaining the Multimedia Outbound server...

Page 1070: ...Installation and Maintenance Guide 1070 October 2007...

Page 1071: ...aintenance Guide 1071 C h a p t e r 1 0 Configuring outbound settings and routing In this chapter Overview 1072 Log on to the Multimedia Administrator 1073 Configure skillsets 1074 Configure the outbo...

Page 1072: ...ngs and routing Standard 7 16 Overview You can use the Multimedia Administrator to configure the skillsets timers and other settings for outbound contacts If you are not licensed for outbound contacts...

Page 1073: ...timedia Administrator 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 In the User ID box type your user identification for example SysAdmin...

Page 1074: ...skillsets to route outbound contacts you must first configure a route point for each skillset Assigning a route point to a skillset 1 In the Contact Center Multimedia Administrator application expand...

Page 1075: ...he Route Point list select the route point that you want to assign to the skillset 7 Click Save Result The Edit Skillset window closes In the Skillset Settings window the configured route point appear...

Page 1076: ...d for outbound contacts to configure the outbound scheduler The default sleep time is 60 seconds Configuring the sleep time 1 In the Contact Center Multimedia Administrator application expand Contact...

Page 1077: ...1078 Log on to the Multimedia Administrator 1079 Configure skillsets 1080 Create a recipient mailbox 1082 Configure inbound e mail settings 1086 Configure outgoing mailbox settings 1090 Configure rule...

Page 1078: ...media Administrator to configure the servers general settings inbound and outbound e mail settings rules and other properties in Contact Center Multimedia Outbound that are required for routing e mail...

Page 1079: ...lick All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 In the User ID box type your user identification for example SysAdmin 3 In the Password box type your password Use a user...

Page 1080: ...use the skillsets in rules you must first configure a route point for each skillset Assigning a route point to a skillset 1 In the Contact Center Multimedia Administrator application expand Contact Ce...

Page 1081: ...Note An auto signature is text that is automatically added at the bottom of an outgoing message For example you can encourage customers to visit your customer support Web site by adding the URL and o...

Page 1082: ...dministrator recipients list The e mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes You must ensure that any enabled e mai...

Page 1083: ...Name box type the name of a mailbox set up the e mail server 5 In the E mail Domain box type the domain for your e mail server Note Mailbox names are case sensitive You must type the mailbox name exac...

Page 1084: ...POP3 server is selected 10 In the SMTP Server box ensure that the host name of your SMTP server is selected 11 Select the Enabled or Alias option Select the Enabled option to include the e mail mailb...

Page 1085: ...2007 Configuring e mail settings and routing managing e mail subtypes Each e mail server is polled for the mailboxes that it hosts For more information about configuring more e mail servers see the Mu...

Page 1086: ...hment Files are the locations on the Contact Center Multimedia server where the attachments to e mail messages are stored A URL is provided for agents to access the folder on the Web server These valu...

Page 1087: ...lied to both the subject and the body of the e mail message You can also select the number of characters in the e mail message you want to search ATTENTION Risk of backup failure Nortel recommends tha...

Page 1088: ...he time in minutes or seconds 5 To change the Attachment Files locations type the new path into the fields provided 6 Select or clear the Auto Number Outbound E Mail check box If the check box is chec...

Page 1089: ...Installation and Maintenance Guide 1089 October 2007 Configuring e mail settings and routing 8 Click Save...

Page 1090: ...a general corporate e mail address that is configured for each skillset Agent initiated messages are always sent from an e mail address associated with a skillset Note E mail messages must be relayed...

Page 1091: ...Installation and Maintenance Guide 1091 October 2007 Configuring e mail settings and routing 3 Double click Outgoing E mail Result The Outgoing E mail Configuration window appears 4 Select a skillset...

Page 1092: ...and Customer Responses from this E mail address In the box select the e mail address for the outgoing e mail This e mail address must be defined as a mailbox on the E mail Manager To send customer re...

Page 1093: ...ilbox Mappings tab of the Outgoing E mail Configuration window Selecting barred e mail addresses You can bar e mail addresses from the E mail Manager The E mail Manager does not send an e mail message...

Page 1094: ...of the message sent from the contact center If the customer sends an e mail in English and receives either an agent response or an auto response in another character set there is no way to know if th...

Page 1095: ...celandic Irish Italian Norwegian Portuguese Rhaeto Romanic Scottish Gaelic Spanish and Swedish Eastern European Albanian as well as the African languages Afrikaans and Swahili The Euro symbol and capi...

Page 1096: ...replacing the rarely used Icelandic letters with Turkish ones It is also used for Kurdish ISO 8859 13 Latin Alphabet No 7 Added some characters for Baltic languages which were missing from Latin 4 an...

Page 1097: ...ail Administration 3 Double click Outgoing E mail Encoding Result The Outgoing E mail Encoding dialog box appears 4 In the Encoding list select the type of encoding you want to use 5 To select the Lat...

Page 1098: ...onfiguring e mail settings and routing Standard 7 16 a On the Windows Start menu of the Multimedia server click All Programs Administrative Tools Services b Right click CCMM Email Manager service and...

Page 1099: ...ional output details for your contact center such as auto responses You can configure a maximum of 1000 rules Configuring additional rules is optional Example 1 A magazine advertises an investment str...

Page 1100: ...er address groups The originating address of the e mail or From address when the e mail arrives in the contact center Rule outputs Each rule must have one output that is assigned to a skillset You can...

Page 1101: ...rule is in one of the following states Enabled The rule is executed if the contact matches the requirements of the rule It is black on the table Disabled The rule is not executed even if the contact...

Page 1102: ...ia Outbound Configuring e mail settings and routing Standard 7 16 4 Double click Rule Configuration Wizard Result The Rules Configuration Wizard Begin window appears 5 Select Configure Individual Reci...

Page 1103: ...Installation and Maintenance Guide 1103 October 2007 Configuring e mail settings and routing 6 Click Next Result The Rule Configuration Wizard Recipients window appears...

Page 1104: ...1104 Contact Center Multimedia Outbound Configuring e mail settings and routing Standard 7 16 7 In the Rule Configuration Wizard click Next Result The Rule Configuration Wizard Rules window appears...

Page 1105: ...efine more detailed rules From the examples at the beginning of this section we can consider the inputs for each rule Examples The magazine example suggests that readers can send an e mail with Good I...

Page 1106: ...sign a specialized skillset to the important client by creating a sender group that includes this client s e mail address When an e mail comes into the contact center the rule checks to see if the sen...

Page 1107: ...e 1 On the Rule Configuration Wizard Input Criteria window under Available Keyword Groups select a keyword group you want to use for this rule To create a new keyword group perform the following steps...

Page 1108: ...nter Multimedia Outbound Configuring e mail settings and routing Standard 7 16 b Click New Result The New Keyword Group window appears c In the Name box type a unique name for the keyword group maximu...

Page 1109: ...ng characters and If you use any of these characters in your keywords you receive an error message stating that the keyword contains invalid characters e Click Add Result The keyword or expression is...

Page 1110: ...nt sender e mail addresses to skillsets Using a sender group in the rule is optional To insert sender groups into the rule 1 On the Rule Configuration Wizard Input Criteria window under Available Send...

Page 1111: ...Installation and Maintenance Guide 1111 October 2007 Configuring e mail settings and routing b Click New Result The New Sender Group window appears...

Page 1112: ...hat match the characters you typed appear in the list e Click Add to insert the e mail address you looked up or click Add Freeform to add your typed e mail address to the sender group Note This text b...

Page 1113: ...g Click Save h Click Close to close the Sender Groups window 2 When a sender group is highlighted click the black arrow to insert the sender group name into the selection box Completing the rule input...

Page 1114: ...the correct text then a brochure about the investment can be automatically sent to the customer No interaction from an agent is required The rule for the e mail about Good Investing can ensure a speci...

Page 1115: ...Note If you select This Rule will close the Contact you must select a skillset To configure a skillset perform the following steps a Under Skillsets click More b Select the first skillset you use to...

Page 1116: ...e Contact check box Adding an auto response to the rule Auto responses are used to send messages to a sender An auto response can perform one of the following objectives provide the customer with thei...

Page 1117: ...October 2007 Configuring e mail settings and routing a On the Rule Configuration Wizard Output Criteria window under Auto Responses click More Result The Auto Responses window appears b Click New Resu...

Page 1118: ...In the Body box type the message you want to include in the response You can also add attachments and insert data items such as the date customer number arrival time customer name customer e mail addr...

Page 1119: ...o the selection box 3 Click Save Result The rule is configured and the rules are displayed in the rules list 4 Click Finish You can repeat this process to configure other rules Printing a rule summary...

Page 1120: ...le location on your server to store the file 4 Click Save 5 Go to the file named Rules txt The file is saved on your desktop 6 Double click to open the file 7 On the File menu click Print Making rules...

Page 1121: ...1 October 2007 Configuring e mail settings and routing To make a rule inactive select the rule and then click Deleting a rule You can permanently delete a rule After the rule is deleted you cannot use...

Page 1122: ...lboxes You can configure a rule that applies to more than one mailbox 1 Log on to the Multimedia Administrator 2 Expand Contact Center Multimedia 3 Expand Rule Administration 4 Double click Rule Confi...

Page 1123: ...r 2007 Configuring e mail settings and routing 6 Click Next Result The Rule Configuration Wizard Recipients window appears 7 Select the recipient addresses to which you want to add a new rule by selec...

Page 1124: ...on the recipient address however you can use keyword groups and sender groups to define more detailed rules From the examples at the beginning of this section consider the inputs for each rule Adding...

Page 1125: ...rs for your rule To insert keyword groups into the rule 1 On the Rule Configuration Wizard Input Criteria window under Available Keyword Groups select a keyword group you want to use for this rule To...

Page 1126: ...nter Multimedia Outbound Configuring e mail settings and routing Standard 7 16 b Click New Result The New Keyword Group window appears c In the Name box type a unique name for the keyword group maximu...

Page 1127: ...e Click Add Result The keyword or expression is added to the list and the keyword group is created Note You must assign at least one keyword to a keyword group before you can save the keyword group f...

Page 1128: ...ender groups into the rule 1 On the Rule Configuration Wizard Input Criteria window under Available Sender Groups select a sender group you want to use for this rule To create a new sender group perfo...

Page 1129: ...Installation and Maintenance Guide 1129 October 2007 Configuring e mail settings and routing b Click New Result The New Sender Group window appears...

Page 1130: ...hat match the characters you typed appear in the list e Click Add to insert the e mail address you looked up or click Add Freeform to add your typed e mail address to the sender group Note This text b...

Page 1131: ...this sender group g Click Save h Click Close to close the Sender Groups window 2 Click the black arrow to insert the sender group name into the selection box Completing the rule inputs When you have c...

Page 1132: ...ly to the e mail To configure the output actions 1 In the Rule Name box type the name of your rule The name of your rule must be unique 2 In the Skillset box select a skillset to assign the contact to...

Page 1133: ...ick Close to close the Skillset Settings window 3 In the Contact Type box select the type to assign to the contact if the contact matches the rule 4 In the Contact Priority box select the priority for...

Page 1134: ...send information to a sender or as an acknowledgement of receipt of an e mail contact An auto response is optional To select an auto response for the rule 1 On the Rule Configuration Wizard Output Cri...

Page 1135: ...u want to include in the response You can also add attachments and insert data items such as the date customer number arrival time customer name customer e mail address e mail subject and e mail body...

Page 1136: ...ompleting the multiple rule configuration 1 When all of the output settings are complete click Save Result The Create More Rules window appears 2 Click Yes to configure more rules or No to close the W...

Page 1137: ...t required to select a closed reason If one or more closed reasons are configured then the agent must select a closed reason to close the contact Creating a closed reason You can configure closed reas...

Page 1138: ...lick New Result The New Closed Reason window appears 6 In the Text box enter a description of the closed reason maximum 50 characters 7 To select the new closed reason as the default selection select...

Page 1139: ...delete a closed reason 1 Log on to the Multimedia Administrator 2 Expand Contact Center Multimedia Outbound 3 Expand Agent Desktop Administration 4 Double click Closed Reasons Result The Closed Reaso...

Page 1140: ...elect the following options Install files for complex script and right to left languages including Thai Install files for East Asian languages Note Ensure that you have enough drive space for each opt...

Page 1141: ...lect the type of encoding you want to use 5 Click Save 6 Restart the CCMM Email Manager service by doing the following a On the Windows Start menu of the Multimedia server click All Programs Administr...

Page 1142: ...Asian e mail domain names Internationalized domain names IDN can include characters from East Asian languages Using the characters from East Asian lanugages is dangerous because of phishing sites A ph...

Page 1143: ...o the Multimedia Administrator 1145 Configure the external Web server 1146 Configure skillsets 1148 Configure outgoing mailbox settings 1150 Create autophrases for skillsets 1153 Create page push list...

Page 1144: ...eral settings autophrases Uniform Resource Locators URL and Web on hold pages These components of the Web Communications Manager combine to provide direct and real time communication between customers...

Page 1145: ...imedia Administrator 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 In the User ID box type your user identification for example SysAdmin 3...

Page 1146: ...r your corporate Web site You can use the development server configuration for development and testing When you are ready to move the Web pages to the production Web server that is accessed by your cu...

Page 1147: ...ars 6 In the Server Name box change or type the name of the external Web server 7 In the Server Port box change the port number of the server as required The default server port is 8080 8 Click Save R...

Page 1148: ...skillsets to route Web communication contacts you must first configure a route point for each skillset Assigning a route point to a skillset 1 In the Contact Center Multimedia Administrator window ex...

Page 1149: ...window appears 6 In the Route Point list select the route point that you want to assign to the skillset 7 Click Save Result The Edit Skillset window closes In the Skillset Settings window the configu...

Page 1150: ...ncoding of the message You configure the outgoing mailbox settings for each skillset Note E mail messages must be relayed through the e mail server not forwarded to another party if the Multimedia ser...

Page 1151: ...151 October 2007 Configuring Web communications settings 3 Double click Outgoing E mail Result The Outgoing E mail Configuration window appears 4 Select a skillset for Web communications Web communica...

Page 1152: ...appears 6 Click Send both Agent initiated Contacts and Customer Responses from this E mail address 7 In the box select the e mail address for the outgoing e mail This e mail address must be defined as...

Page 1153: ...eir text chat session instead of typing the responses Creating an autophrase for a skillset 1 In the Contact Center Multimedia Administrator application expand Contact Center Multimedia 2 Expand WebCo...

Page 1154: ...me of the autophrase appears in the Contact Center Agent Desktop for the selected skillset so it must be descriptive 7 In the Phrase Text box type the text that is commonly used for text chat based on...

Page 1155: ...to push Notes about page pushes There are a few items to note when using page pushes When an agent pushes Web sites or URLs personalized or custom dynamic pages can appear differently in the agent br...

Page 1156: ...Web communications settings Standard 7 16 3 Double click Page Push URLs Result The Page Push URLs dialog box appears showing the Web communications skillsets configured for your contact center 4 Selec...

Page 1157: ...list appearing in the Contact Center Agent Desktop for the selected skillset 7 Click Add 8 In the Description box type a description for the Page Push URL that describes the ULR that the agent can pu...

Page 1158: ...particular Web on hold group for particular business reasons When the agent joins the conversation the Web on hold page is replaced with the live session and the session status is in progress Follow...

Page 1159: ...Installation and Maintenance Guide 1159 October 2007 Configuring Web communications settings 3 Double click Web On Hold URLs Result The Web On Hold URLs dialog box appears...

Page 1160: ...type a name for the Web on hold group 6 In the Description box type a description for the Web on hold group 7 In the Hold Time box type the number of seconds to display each URL in the Web on hold gro...

Page 1161: ...nications settings Changing the URL sequence in a Web on hold group 1 In the Contact Center Multimedia Administrator application expand Contact Center Multimedia 2 Expand WebComms Administration 3 Dou...

Page 1162: ...t Web On Hold URL Group dialog box appears 5 In the URLs in Group box select the URL for which you want to change the order of appearance 6 In the Sequence box type a number from 1 to 10 that represen...

Page 1163: ...if the computer crashes The rate at which the text chat session is checked for new chat messages You can configure the following information that appears in every text chat session the message displa...

Page 1164: ...e Message Refresh box type the refresh time for Agent Desktop text chat messages Your get message time must be between 2 seconds and 10 seconds 6 In the Desirable Response Customer Awaiting Agent box...

Page 1165: ...e Contact Center Multimedia Administrator application expand Contact Center Multimedia 2 Expand WebComms Administration 3 Double click WebComms Configuration Result The WebComms Configuration dialog b...

Page 1166: ...t you want to appear at the beginning of the customer responses in the text chat session The maximum size for this message is 50 characters 7 Click Save Configuring the customer notification for the t...

Page 1167: ...e Web communications skillsets are all configured 2 If the Web communications skillsets are configured proceed to step 3 If the Web communications skillsets are not configured configure your Web commu...

Page 1168: ...address for the outgoing e mail This e mail address must be defined as a mailbox on the E mail Manager e Click Save Result The changes appear in the Skillset to Mailbox Mappings tab of the Outgoing E...

Page 1169: ...169 October 2007 Configuring Web communications settings 5 Double click WebComms Configuration Result The WebComms Configuration dialog box appears 6 Under Chat Conversation select the E mail Chat Log...

Page 1170: ...the agent is not required to select a closed reason If one or more closed reasons are configured then the agent must select a closed reason to close the contact Creating a closed reason You can confi...

Page 1171: ...lick New Result The New Closed Reason window appears 6 In the Text box enter a description of the closed reason maximum 50 characters 7 To select the new closed reason as the default selection select...

Page 1172: ...16 To delete a closed reason 1 Log on to the Multimedia Administrator 2 Expand Contact Center Multimedia 3 Expand Agent Desktop Administration 4 Double click Closed Reasons Result The Closed Reasons w...

Page 1173: ...to the Multimedia Administrator 1175 Reset agent passwords 1176 Configure custom fields in CCAD 1178 Configure the active contact timer 1181 Configure the callback timer 1182 Configure attachment size...

Page 1174: ...r fields such as account numbers and credit card information to display in the Agent Desktop application Configure the hours and minutes that you want a contact to remain open on a desktop without act...

Page 1175: ...t Center Agent Desktop settings you must open the Contact Center Multimedia Administrator Starting the Administrator application 1 On the Windows Start menu click All Programs Nortel Contact Center Mu...

Page 1176: ...hanged from the default password or not If the password is still the default then the word Default appears in the Password column of the Agents Settings dialog box If the password has been changed by...

Page 1177: ...Guide 1177 October 2007 Configuring the Contact Center Agent Desktop 6 Click Reset password Result The password is reset to the default password for the agent The default password is the same as the a...

Page 1178: ...might want to view information about each customer s subscription expiry date The value entered the contact center agent for each customer appears in the custom field the same as any other customer i...

Page 1179: ...ox type the label for your custom field 6 Click Save Changing a custom field 1 In the Contact Center Multimedia Administration window expand Contact Center Multimedia 2 Expand Agent Desktop Administra...

Page 1180: ...Agent Desktop Standard 7 16 Deleting a custom field 1 In the Contact Center Multimedia Administration window expand Contact Center Multimedia 2 Expand Agent Desktop Administration 3 Double click Custo...

Page 1181: ...ess than the maximum open duration for contacts as defined on Contact Center Manager Server The default maximum open duration default value on the Contact Center Manager Server is two hours See the Co...

Page 1182: ...llback time can be set The actual time value is chosen in the Contact Center Agent Desktop application when the agent reschedules the contact Setting the callback timer 1 In the Contact Center Multime...

Page 1183: ...ments that an agent can attach to an e mail message Specifying the file attachment size 1 In the Contact Center Multimedia Administration window expand Contact Center Multimedia 2 Expand Agent Desktop...

Page 1184: ...s are challenged with a dialog box asking them to enter a string that identifies their workstation The string must be the same as the string that is configured as the workstation name in the Communica...

Page 1185: ...and Maintenance Guide 1185 October 2007 Configuring the Contact Center Agent Desktop 3 Double click Hot Desking 4 If you are working in a Citrix environment select the Prompt for WorkStation check box...

Page 1186: ...e the Contact Center Agent Desktop to come to the front of the desktop to cover all current windows and give focus to the Contact Center Agent Desktop window so that actions in other windows are stopp...

Page 1187: ...er Agent Desktop 4 To bring the Contact Center Agent Desktop window to the front under New Contact Presentation select the Bring to Front check box 5 To make the Contact Center Agent Desktop window ac...

Page 1188: ...en a contact arrives at their desktop The agent s computer must contain an appropriate sound card To configure the audible alert 1 In the Contact Center Multimedia Administration window expand Contact...

Page 1189: ...Installation and Maintenance Guide 1189 October 2007 Configuring the Contact Center Agent Desktop 6 Click Save...

Page 1190: ...he agent terminal to be in either idle or busy state when the agent logs off of the Contact Center Agent Desktop 1 In the Contact Center Multimedia Administration window expand Contact Center Multimed...

Page 1191: ...Installation and Maintenance Guide 1191 C h a p t e r 1 4 Uninstalling the software In this chapter Uninstall the server software 1192...

Page 1192: ...e customized Web pages or templates that you modified or added to the external Web server 5 Shut down the Contact Center Agent Desktop and the Outbound Campaign Management Tool on all clients 6 You mu...

Page 1193: ...Add or Remove Programs Result The Add Remove Programs window appears Note Ensure that you review the Add Remove Programs window for any service updates or service update supplements service updates a...

Page 1194: ...Click Next to confirm that you want to completely remove the Contact Center Multimedia Outbound component Result The Program Maintenance window appears c Select Remove to uninstall Contact Center Mult...

Page 1195: ...tallation and Maintenance Guide 1195 October 2007 Uninstalling the software d Click Remove to uninstall Contact Center Multimedia Outbound Result The Uninstallation Complete window appears e Click Fin...

Page 1196: ...Installation Wizard Welcome window appears Note You are asked to remove any service updates or service update supplements before removing the main Contact Center Multimedia and Outbound server softwa...

Page 1197: ...move to uninstall Contact Center Multimedia Outbound and then click Next Result The Remove the Program window appears 7 Click Remove to uninstall Contact Center Multimedia Outbound Result The Installa...

Page 1198: ...ia where D is the drive on which you installed the Multimedia software D Nortel Contact Center where D is the drive on which you installed the Multimedia software D Nortel CCMMLog if logs were created...

Page 1199: ...Installation and Maintenance Guide 1199 C h a p t e r 1 5 Using the Patch Viewer In this chapter Use the Patch Viewer 1200...

Page 1200: ...esign patches and software upgrades for the Contact Center Multimedia software If no readme is available for an update an information message is presented to the user Starting the Patch Viewer On the...

Page 1201: ...ate 2 Click Readme Result If a readme file is available for the update then the Readme file appears If there is no readme file for the update an information message appears Refreshing the list of inst...

Page 1202: ...1202 Contact Center Multimedia Outbound Using the Patch Viewer Standard 7 16...

Page 1203: ...ing the database In this chapter Overview 1204 Maintain the Multimedia server 1205 Configure the destination location for a backup 1206 Create an immediate backup 1211 Create a scheduled backup 1217 C...

Page 1204: ...t restores any backed up contact and customer details to the multimedia database on the server an archive utility that stores the contact and customer details in the multimedia database For more infor...

Page 1205: ...he number of e mail messages in each recipient s inbox This number reduces each time the E mail Manager scans the recipient mailboxes Nortel recommends that the administrator add the Contact Center Mu...

Page 1206: ...h a capacity 10 percent larger than the database size Note If you are performing a backup that includes e mail attachments your mapped network share must be NTFS a backup tape with a capacity 10 perce...

Page 1207: ...ned during installation If required you can choose a different location for the inbound and outbound shared e mail folders If you choose a different location you must ensure that you Create the inboun...

Page 1208: ...Center Multimedia Administrator application and the logging settings Log Configuration are not backed up by the database backup process Creating the backup destination You can back up the database to...

Page 1209: ...ons h Give full permissions to your current user account on the Multimedia server i Click Apply j Click OK 2 Update the security properties for the user by performing the following steps a Click the S...

Page 1210: ...t an unused drive letter d In the Folder box type Servername Backup where Servername is the name of the server where you created the folder Tip If you created a user account specifically for mapping d...

Page 1211: ...he back up Ensure that you map the drive and create a subfolder before beginning your backup Shutting down the services Nortel recommends that you shut down all services except the License Starter and...

Page 1212: ...the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 Type your user ID and password 3 Expand Contact Center Multimedia Outbound 4 Expand Database Adm...

Page 1213: ...file name click Browse and then select the file name IF THEN you are backing up to a network location in the Database box browse to X folder name on the network share For example if the network drive...

Page 1214: ...d then skip to step 11 10 In the E mail Attachments Source Location box ensure that the location matches the e mail attachment folders on your Multimedia server Click Browse to change the path to the...

Page 1215: ...cate the backup completed successfully you must see two lines in the backup output 13 Review the entire backup txt log file If the backup of the Multimedia database is successful you see Backup comple...

Page 1216: ...e is available has sufficient permissions and is not full If the 0 files copied message appears in the backup txt file the e mail attachments are not backed up If this occurs ensure the folders to be...

Page 1217: ...txt file in the CCMMLogs folder to review the log file Shutting down the services Nortel recommends that you shut down all services except the License service the Database service and the Starter serv...

Page 1218: ...nistrator 4 In the Password box type password for the administrator who is currently logged on 5 In the Confirm Password box confirm the password 6 Click OK Scheduling a backup When you back up your d...

Page 1219: ...007 Maintaining the database 5 Double click Backup Restore Utility Result The CCMM Backup and Restore Utility window appears 6 Click Backup Result The Backup CCMM Database window appears 7 Beside Back...

Page 1220: ...you can choose to perform the backups daily Note If you select more than one backup new backups replace the older file 11 In the Execute Time box enter the time you want the backup to start using the...

Page 1221: ...e backup Running a scheduled backup After a scheduled backup is complete check the log file to make sure no errors are reported and the backup was successful 1 Open the BackupSched txt log file 2 Revi...

Page 1222: ...p 1 On the Windows Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Administrator 2 Type your user ID and password 3 Expand Contact Center Multimedia Outbound 4 Expand Databa...

Page 1223: ...abase 7 Click Clear Backup Result The Cancel a Scheduled Backup window appears 8 Click Console to see the order of the backup files Result A console window appears 9 Determine the number of the backup...

Page 1224: ...aintaining the database Standard 7 16 10 Close the console window Result The Cancel a Scheduled Backup window remains open 11 In the Scheduler Service task ID box type the number of the backup you wan...

Page 1225: ...ia Administrator application and the logging settings Log Configuration are not restored by the multimedia backup and restore utility Restoring the Contact Center Multimedia Outbound database Before y...

Page 1226: ...ow appears 2 Click Stop All 3 Under Cach Controller Service click Start 4 Under CCMM Starter Service click Start 5 Under CCMM License Service click Start 6 Click Exit to close the CCMM Service Control...

Page 1227: ...sult The Restore CCMM Database window appears 13 Beside Restore from select the location you used to back up the database and e mail attachment folders 14 In the Database box select a file name for yo...

Page 1228: ...e mail attachment folders select the Do not Restore E mail Attachments check box 16 Click Restore Now Result If you are restoring e mail attachment folders a confirmation box appears If the correct p...

Page 1229: ...ance Guide 1229 C h a p t e r 1 7 Archiving and restoring data In this chapter Overview 1230 Archiving the database 1231 Restoring the Multimedia database from an archive 1240 Recovering from a failed...

Page 1230: ...up space in the database partition of your server The archive schedule must reflect your contact center volume to prevent large archive files If you require a copy of the previous data you can use an...

Page 1231: ...se to archive the customer data with the contact data When an archive is performed the data is stored in a flat file and then deleted from the database The only way to retrieve this data is to perform...

Page 1232: ...chive utility cannot delete the record and generates an exception Nortel recommends that you shut down all services while the archive is performed to eliminate the archiving exceptions Shut down the s...

Page 1233: ...a Server CCMM Services Control Result The CCMM Service Control window appears 2 Under each of the following services click Stop Note Do not stop the License Manager service CCMM E mail Manager CCMM Ma...

Page 1234: ...Type your user ID and password 3 Expand Contact Center Multimedia 4 Expand Database Administration 5 Double click Archive Restore Utility Result The Archive Restore Utility window appears 6 Click an o...

Page 1235: ...cript questions and disposition code data to a file named ContactArchive txt A log file of the archive ArchiveLogFile txt is stored in the archive folder you choose 1 On the Contact Center Archive Res...

Page 1236: ...When you choose to archive by e mail rule the archive date defaults to six months prior to the current date When you archive data you cannot select the current date Only closed contacts within your se...

Page 1237: ...bout this archive 9 Under Archive Folder type or browse to the folder where you want to store the current archive The folder location you choose for the archive must not contain any other files 10 Cli...

Page 1238: ...d skillset to the list of items to archive 5 Repeat steps 3 and 4 for the number of skillsets you want to archive 6 Under Archive Contacts closed on or before click the last date for which you want to...

Page 1239: ...aintenance Guide 1239 October 2007 Archiving and restoring data 10 Click Archive Now Result A progress bar appears to report archive process to the user and a message box indicates successful completi...

Page 1240: ...rograms Nortel Contact Center Multimedia Server CCMM Administrator 2 Type your user ID and password 3 Expand Contact Center Multimedia Outbound 4 Expand Database Administration ATTENTION In the event...

Page 1241: ...ion and Maintenance Guide 1241 October 2007 Archiving and restoring data 5 Double click Archive Restore Utility Result The Archive Restore Utility window appears 6 Select the option you want to use to...

Page 1242: ...ving and restoring data Standard 7 16 7 Select the Restore tab Result If you select to archive an outbound campaign the restore window appears as follows If you select to archive an e mail rule or a s...

Page 1243: ...stomer Data Archived and Date of Archive Date Contacts Archived Up To and Archive Description or Comments fields 9 Click Restore Now Result In order to prepare the data for restoring all of the audit...

Page 1244: ...ing progress to the user but the archive and restore is still in progress there has been a database or server crash which prevents the process from completing successfully If there has been a database...

Page 1245: ...intenance Guide 1245 C h a p t e r 1 8 Alarms and events In this chapter Overview 1246 Create Log reports 1247 Configure the Windows SNMP service on the server 1253 Use the Event to Trap Translator to...

Page 1246: ...etwork Management System NMS on your network To do so you must do the following tasks Ensure that Contact Center 6 0 products are generating sufficient events for new and existing features These event...

Page 1247: ...1 Critical errors only Only critical errors Critical errors require immediate action to resolve a system failure 2 Critical and major errors All critical and major errors Major errors are reported wh...

Page 1248: ...Reading the Contact Center Multimedia Outbound trace file Each trace file provides the following information for each of the event codes timestamp date and time component event code log level process...

Page 1249: ...le Size box type the maximum size of the log file The default is 200 000 bytes Note If you make a change to this size entry you must stop and restart all services for the new log file size to take eff...

Page 1250: ...stopped click Start All d Click Exit to close the Contact Center Multimedia Service Control Utility 7 In the Components section select the Enabled check box beside the components for which you want t...

Page 1251: ...cause it can adversely affect the performance of your contact center Locating the Contact Center Agent Desktop log file 1 Open Windows Explorer 2 Navigate to the folder C Documents and Settings userna...

Page 1252: ...y on an agent s computer 1 Browse to the folder on the server D Program Files Common Files Nortel Contact Center Multimedia where D is the drive on which you installed the Contact Center Agent Desktop...

Page 1253: ...figuring the SNMP service 1 Log on to the server as administrator 2 On the Windows Start menu click All Programs Administrative Tools Services Result The Services window appears 3 On the list of servi...

Page 1254: ...vice Configuration window appears 9 Type the IP address of the NMS 10 Click Add Result The SNMP Service Configuration window closes 11 In the SNMP Service Properties window click OK Result The SNMP Se...

Page 1255: ...nt to Trap Translator to select events Use the Event to Trap Translator to select events that you want to monitor on the Contact Center Multimedia server Selecting events 1 On the Windows Start menu c...

Page 1256: ...s double click Application and then scroll down and select CCMM Result The list of Multimedia events is displayed in the Events panel 4 Select the Multimedia event you want to be converted to SNMP tra...

Page 1257: ...on and Maintenance Guide 1257 October 2007 Alarms and events 1 The selected event trap is now displayed in the Events to be translated to traps box 6 Click Apply and then click OK to complete the conf...

Page 1258: ...1258 Contact Center Multimedia Outbound Alarms and events Standard 7 16...

Page 1259: ...pter Overview 1260 General security precautions 1261 Microsoft security guidelines 1262 Password guidelines 1263 Check server events for suspicious activity 1264 Use the Windows Server 2003 Security C...

Page 1260: ...he security considerations that you must use when you install and configure your Contact Center Multimedia server For more information about applying the Nortel Contact Center Security Template see No...

Page 1261: ...and protect your computer from known Trojans worms and viruses A hardware or software based firewall on a separate computer or device Regardless of what type you use the firewall represents your outer...

Page 1262: ...and Security Hotfixes Applicability List available from Nortel Technical Support Web site for the list of applicable Microsoft security hotfixes that should be applied Backup the entire Contact Center...

Page 1263: ...ique alphanumeric containing at least one number a minimum of six characters not nouns Example xyd45fst Changing passwords Change passwords at the following times during the initial system setup after...

Page 1264: ...cious activity Security auditing is enabled on the server Suspicious actions by a user are logged as event code 40593 in the Event Browser window on the client and in the security log in the Windows E...

Page 1265: ...lication server and download the selected template from the Enterprise Solution PEP Library web site http www nortel com espl to the local disk drive When the file is downloaded you can import and con...

Page 1266: ...urity Standard 7 16 Result The Console1 window appears 4 From the File menu choose Add Remove Snapin Result The Add Remove Snap in window appears 5 Click Add 6 The following window appears 7 Select Se...

Page 1267: ...e Guide 1267 October 2007 Managing security Result Security Configuration and Analysis appears in the Add Remove Snap in window 8 Click OK 9 On the console right click Security Configuration and Analy...

Page 1268: ...ter a new database name For example Contact Center Multimedia Outbound Security Template 12 Click Open Result The Import Template dialog box appears 13 Select Contact Center Multimedia Outbound Securi...

Page 1269: ...ion for the configuration log file is C Documents and Setttings Administrator My Documents Security Logs If you want to change the location in which the Security Template log is stored do so now 17 Cl...

Page 1270: ...ject that you want to edit and then click Edit 4 On the Group Policy Object Editor console tree click Computer Configuration 5 Click Windows Settings and then right click Security Settings 6 Click Imp...

Page 1271: ...otocol exposure to server message block SMB LanMan and Lightweight Directory Access Protocol LDAP define an audit policy based on your auditing objectives Installing the Windows Server 2003 Security C...

Page 1272: ...listening on To run the Security Configuration Wizard 1 Click Start Run 2 Type SCW and then click OK 3 On the Welcome window click Next 4 On the Configuration window select Create a New Security Poli...

Page 1273: ...rvices you want to enable You must enable the following services for Contact Center Multimedia to function correctly Cach Controller for Nortel CCMM Email Manager service CCMM License service CCMM Man...

Page 1274: ...es specified are used to listen for incoming connections 19 To allow connections to port 1972 on the Contact Center Multimedia server do the following a On the Open Ports and Approve Applications wind...

Page 1275: ...click Next 29 In the Audit Policy Section select Do not audit 30 On the Select Web Service Extension for Dynamic Content window select the following extensions Active Server Pages ASP NET v1 1 4322 D...

Page 1276: ...to the system by the last security policy To return to previous security settings 1 Click Start Run 2 Type SCW and then click OK 3 On the Welcome window click Next 4 On the Configuration Action window...

Page 1277: ...URL in their browser the Contact Center Multimedia server connects to the client on port 80 using TCP When the Contact Center Agent Desktop application is downloaded to the client the application als...

Page 1278: ...y Standard 7 16 Contact Center Manager Administration and other ODBC clients The Contact Center Manager Administration server and any other ODBC clients that use Crystal Reports to report on the Multi...

Page 1279: ...your Multimedia server software 2 Copy the following lines into mailservice properties file mail pop3 socketFactory class javax net ssl SSLSocketFactory mail pop3 socketFactory fallback false mail po...

Page 1280: ...OP3 Port Number Type the standard port number for the e mail server which is 995 Secondary Hostname If you have a backup e mail server provide a hostname for the backup server f Click Save Result The...

Page 1281: ...if you are using a test certificate you must add the following text to C Program Files Java jrel 5 0 lib security cacerts keytool import alias mycacert file mycacert cer keystore Replace mycacert with...

Page 1282: ...Trust this certificate no y Certificate was added to keystore 9 Enter the keystore password changeit 10 Restart the E mail Manager service Result SSL is enabled and working Note To change the default...

Page 1283: ...icle Q197869 For more information see the following RFCs RFC 821 Simple Mail Transfer Protocol SMTP RFC 1869 SMTP Service Extensions RFC 2045 Multipurpose Internet Mail Extensions MIME RFC 2554 SMTP S...

Page 1284: ...ype HELO 3 Try to send an e mail message to an external address using the MAIL command MAIL FROM anymailbox 250 OK mail from anymailbox 4 Specify recipients using the RCPT command Result If SMTP Authe...

Page 1285: ...9 Type the AUTH LOGIN command AUTH LOGIN 334 VXNlcm5hbWU6 Result The response you receive is the string Username Base64 encoded 10 Type your user name encoded using Base64 Result A base64 encoded pro...

Page 1286: ...1286 Contact Center Multimedia Outbound Managing security Standard 7 16...

Page 1287: ...art Contact Center servers 1295 Troubleshoot licensing configuration 1299 Troubleshoot the database 1309 Troubleshoot the Multimedia Administrator 1310 Troubleshoot the E mail Manager 1311 Troubleshoo...

Page 1288: ...1288 Contact Center Multimedia Outbound Troubleshooting Standard 7 16 Overview This section provides troubleshooting information for the Multimedia server software...

Page 1289: ...click Cancel and then click OK For further details about installing the Windows Server 2003 Release 2 operating system without the optional components consult the Contact Center Multimedia Technical R...

Page 1290: ...16 Traditional Chinese Regional Options In the Windows 2003 Server Regional Options control dialog box choose the US English locale on the Regional Options tab and the Advanced tab Selecting the US En...

Page 1291: ...owever not all fields can be displayed in some Unicode text The list of fields follows the procedure 1 Log on to the Contact Center Multimedia Administrator application 2 On the Utilities menu select...

Page 1292: ...Address Fragment Keyword Groups Keywords Sender Addresses Email Address Auto Responses Subject Body Attachments Rule Configuration Wizard Email Address Rule Name Rule Precedence Email Address Rule Na...

Page 1293: ...Center Multimedia and Contact Center Manager Server is out of service due to network issues Peer Service Provider Status Change Event Provider CCMM Status MasterApplicationFailure ActiveProvider CCMM...

Page 1294: ...ub settings and be in the same network segment Also Contact Center Manager Server and the switch settings must match the required switch and hub settings and be in the same network segment 3 Check the...

Page 1295: ...es using the stop button in the NCCT Console Services 3 Stop the Telephony and ACDPROXY service in the NCCT Console Services 4 Restart the Contact Center Manager Server Wait until all services are sta...

Page 1296: ...ices using the start button in the NCCT Console Services 7 Start the Contact Center Multimedia server or if the server is not shut down restart its services using the Start All button in the CCMM Serv...

Page 1297: ...aintenance Guide 1297 October 2007 Troubleshooting 6 Start the Contact Center Multimedia server or if the server is not shut down restart its services using the Start All button in the CCMM Services C...

Page 1298: ...Center Portal 4 0 database to Contact Center Multimedia 6 0 database The ODBC to Symposium Web Center Portal 4 0 connection failed To test the ODBC Connection use the following credentials User SWCP_...

Page 1299: ...enter Multimedia cach database is 1 When you restart the Contact Center Multimedia server if the Cach service runs for 20 minutes and then shuts down you have a licensing issue If you have a licensing...

Page 1300: ...rter Service are both Started review the contents of the License Manager registry on the Contact Center Multimedia server to identify the License Manager server See HKEY_LOCAL_MACHINE Software Nortel...

Page 1301: ...cannot contact the License Manager server To ping the License Manager server 1 On the Multimedia server click Start Run 2 In the Run box type Cmd 3 In the command prompt window type ping lmservername...

Page 1302: ...Start menu click All Programs Administrative Tools Services b Stop the CCMM Starter service c Stop the CCMM License service d Start the CCMM License service e Start the CCMM Starter service Verify th...

Page 1303: ...k Save 5 Stop and restart the services using the following steps a On the Windows Start menu click All Programs Administrative Tools Services b Stop the CCMM Starter service c Stop the CCMM License se...

Page 1304: ...ckage Features window appears 3 Check in the display window for the following licenses LM_MMP if you are deploying a primary server LM_MMS if you are deploying a shadow server LM_OB if you are deployi...

Page 1305: ...you can look for any errors in the log files If you are unable to find or diagnose the cause of the errors contact Nortel technical support 1 On the License Manager server review the log file specifie...

Page 1306: ...Windows Event Viewer shows when grace period time has elapsed When the grace period expires the event 61154 Fatal Error appears in the Windows Event Viewer Resetting the grace period You can contact N...

Page 1307: ...Reset Result The Nortel Contact Center License Grace Period Reset application dialog box appears 6 In the Enter the code received from Nortel box type or copy the code received from Nortel 7 Click App...

Page 1308: ...1308 Contact Center Multimedia Outbound Troubleshooting Standard 7 16 e Start the CCMM Starter service Result The grace period is reset to 10 days...

Page 1309: ...he system cannot access the database perform the following tasks Ensure that the Multimedia services are running Ensure that you can connect to the database For more information see Step 9 Verify the...

Page 1310: ...h the Multimedia Administrator For each problem it suggests possible solutions Cannot log on to the Administrator If you cannot log on to the Multimedia Administrator verify that the database is runni...

Page 1311: ...x Perform the following tasks if you cannot log on to a mailbox 1 Log on to the mailbox using an e mail client 2 Verify that the domain name account name mailbox name and password match the e mail ser...

Page 1312: ...he Multimedia server from the external mail servers you must ensure that the host names of the external mail servers are correct on the Multimedia server 1 Log on to the Multimedia Administrator 2 Exp...

Page 1313: ...table options 6 Click Apply 7 Click OK Result If you are prompted to insert your Windows Server CD insert the Windows Server 2003 CD ROM into the CD ROM drive 8 Reboot your server if required Outgoin...

Page 1314: ...ndows Baltic ISO 8859 1 Latin Alphabet No 1 ISO 8859 2 Latin Alphabet No 2 ISO 8859 4 Latin Alphabet No 4 ISO 8859 5 Latin Cyrillic Alphabet ISO 8859 7 Latin Greek Alphabet ISO 8859 9 Latin Alphabet N...

Page 1315: ...log box appears 4 In the Encoding list select the type of encoding you want to use 5 Click Save 6 Restart the CCMM Email Manager service by doing the following a On the Windows Start menu of the Multi...

Page 1316: ...he Contact Center Multimedia server The customer s e mail address is correct Authentication mechanism unsupported If after submitting the EHLO command the server responds with error codes 500 501 or 5...

Page 1317: ...dia Technical Requirements and Operating System Configuration Guide The user has access rights to the Web applications For more information see Step 6 Provide local users with the Log on as a service...

Page 1318: ...emember password If you are required to reset an agent password you can use the Multimedia Administrator application on the Contact Center Multimedia server to reset the password to the default settin...

Page 1319: ...server is correct For more information see You must change a server name on page 1289 If you must change the name of the Communication Control Toolkit server you must also change the CCTSERVER key in...

Page 1320: ...not replicated If the agent is not mapped to a contact center user you must map the Windows user to a contact center user for handling contacts For more information see Step 33 Map users to addresses...

Page 1321: ...ll from the agent ASP key and AMG answers the call from the agent EMR key You also must configure the telephony port property to be the position ID of the supervisor telephone set In Contact Center Ma...

Page 1322: ...problems logging on to the Contact Center Agent Desktop or the Outbound Campaign Management Tool applications verify that IIS is running The user has access rights to the Web applications The service...

Page 1323: ...media toolbar 3 Click Contact Search 4 Search for contacts with the criteria Status is New Result The number of new contacts appears in the search results title bar Contacts are not routed to correct...

Page 1324: ...ngs see Chapter 11 Configuring e mail settings and routing For information about configuring outbound settings see Chapter 10 Configuring outbound settings and routing Check that the scripts are corre...

Page 1325: ...oblems that may occur with Microsoft Internet Explorer Cannot start Internet Explorer If you experience problems starting Internet Explorer ensure your version of Internet Explorer meets the minimum r...

Page 1326: ...tility Cannot archive attachments You must install the appropriate language patch for Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition to successfully archive contacts th...

Page 1327: ...owing options Install files for complex script and right to left languages including Thai Install files for East Asian languages Note Ensure that you have enough drive space for each option and click...

Page 1328: ...g you want to use 5 Click Save 6 Restart the CCMM Email Manager service by doing the following a On the Windows Start menu of the Multimedia server click All Programs Administrative Tools Services b R...

Page 1329: ...8859 1 Latin Alphabet No 1 ISO 8859 2 Latin Alphabet No 2 ISO 8859 4 Latin Alphabet No 4 ISO 8859 5 Latin Cyrillic Alphabet ISO 8859 7 Latin Greek Alphabet ISO 8859 9 Latin Alphabet No 5 ISO 8859 13 L...

Page 1330: ...ers Auto Responses Attachment filename Skillset Settings Auto signature Template filename Rule Precedence Exported rules filename Certain error dialog boxes which can render Asian characters as questi...

Page 1331: ...g sure the computers conform to the specifications listed in the Nortel Contact Center Planning and Engineering Guide and the Nortel Contact Center Multimedia Technical Requirements and Operating Syst...

Page 1332: ...1332 Contact Center Multimedia Outbound Troubleshooting Standard 7 16...

Page 1333: ...Installation and Maintenance Guide 1333 C h a p t e r 2 1 Using serviceability tools In this chapter Use the E mail Manager Memory Management utility 1334...

Page 1334: ...while it is decoded and processed This places a limit on the maximum size of a given e mail message that the E mail Manager can handle The E mail Manager Memory Manager ensures that memory limits are...

Page 1335: ...ound e mail messages which is fairly static The approximate values for these variables used when calculating how much memory to reserve to process an e mail message are Encoding adjustment 1 3 this ca...

Page 1336: ...formula Attachment size Encoding adjustment Memory adjustment Buffer memory Minimum JVM size 256 default 151 3 512 315 4 1024 643 6 Attachment sizes MB Min JVM sizes MB 10 35 6 20 51 2 30 66 8 40 82...

Page 1337: ...Installation and Maintenance Guide 1337 p a r t 5 Appendixes...

Page 1338: ...1338 Contact Center Multimedia Outbound Standard 7 16...

Page 1339: ...Installation and Maintenance Guide 1339 A p p e n d i x A Event codes In this appendix Operating system events 1340 Contact Center Multimedia events 1341...

Page 1340: ...ervice Control Manager Description The World Wide Web Publishing Service service terminated unexpectedly Mitigation Specify a recovery action of restart for the service 7031 Event ID IIS Service Failu...

Page 1341: ...vice Control Handler 2003 Severity 1 most severe Source OAM Description Could not create a watcher thread 2004 Severity 1 and 6 Source OAM Description Could not set the service status 2005 Severity 1...

Page 1342: ...Severity 5 Source OAM Description Unable to resume the current thread id 1 2014 Severity 4 Source OAM Description COM Exception Source 1 2015 Severity 4 Source OAM Description COM Exception Descripti...

Page 1343: ...database 1 successfully 2023 Severity 6 Source OAM Description Opened the local registry successfully 2024 Severity 5 Source OAM Description Failed to create update the key 1 2025 Severity 5 Source O...

Page 1344: ...type of the 1 service 2031 Severity 5 Source OAM Description Could not allocate a buffer to get the service configuration 2032 Severity 5 Source OAM Description Could not get the service status 2033...

Page 1345: ...ing to the database 2039 Severity 1 Source OAM Description Errors were encountered while connecting to the registry 2042 Severity 6 Source OAM Description Received request to exit 2043 Severity 6 Sour...

Page 1346: ...1 service continued successfully 2050 Severity 5 Source OAM Description Could not set the service description 2051 Severity 1 Source OAM Description Unable to start the service dispatcher 2059 Severi...

Page 1347: ...1 Source OAM Description Message Re registration failed with 1 2067 Severity 6 Source OAM Description Message Re registration passed with 1 2068 Severity 4 Source OAM Description Skillset 1 Notificat...

Page 1348: ...Notification Event Received Application ID 2 2073 Severity 4 Source OAM Description CDN 1 Notification Event Received CDN 2 2074 Severity 4 Source OAM Description ContactType 1 Notification Event Rec...

Page 1349: ...connect to the SMTP Server 4096 Event Type Error Severity 1 Source Log4j Description SERVICE IMPACTING EVENT There is no valid default rule 4096 Event Type Error Severity 1 Source Log4j Description SE...

Page 1350: ...any responses using it can be sent 31004 Event Type Warning Severity High Source Nortel CCMM License Manager Description Registry information missing 31005 Event Type Warning Severity High Source Nort...

Page 1351: ...not get a primary or shadow license 32001 Severity 1 Source MCMC Description Unable to create a thread event 32002 Severity 1 Source MCMC Description Could not register Register a Service Control Hand...

Page 1352: ...at 1 32013 Severity 5 Source MCMC Description Failed to open the key 1 at 2 32014 Severity 5 Source MCMC Description Failed to get value of 1 in key 2 32015 Severity 6 Source MCMC Description Starting...

Page 1353: ...n Could not install the 1 service 32023 Severity 4 Source MCMC Description Could not open the 1 service 32024 Severity 4 Source MCMC Description Could not delete the 1 service 32025 Severity 5 Source...

Page 1354: ...ce MCMC Description Could not retrieve data from the registry parameter 1 32035 Severity 6 Source MCMC Description Received request to exit 32036 Severity 6 Source MCMC Description Opened the Logger s...

Page 1355: ...patcher 32047 Severity 6 Source MCMC Description Closed the Registry connection successfully 32050 Severity 5 Source MCMC Description JNI version cannot be determined or is not version 14 32051 Severi...

Page 1356: ...d correctly 32056 Severity 4 Source MCMC Description An out of memory error occurred in the Java VM Please ensure the application has been installed correctly 32057 Severity 4 Source MCMC Description...

Page 1357: ...n the Java Virtual Machine successfully 32067 Severity 1 Source MCMC Description Errors were encountered while starting the Java Virtual Machine 32068 Severity 1 Source MCMC Description An exception w...

Page 1358: ...ePoint on Contact in database Contacts external ID 1 32204 Severity 4 Source MCMC Description Error reading database Events port number from database Using default port 32205 Severity 5 Source MCMC De...

Page 1359: ...t Multimedia Provider from CCMS 32212 Severity 5 Source MCMC Description Starting Updater used to place contacts in Open Queue 32213 Severity 2 Source MCMC Description Failed to start Updater required...

Page 1360: ...Creating Contact in CCMS Contact External ID 1 32219 Severity 6 Source MCMC Description Drop Contact from CCMS Contact External ID 1 32220 Severity 3 Source MCMC Description Exception on dropping Cont...

Page 1361: ...ading contact from database Contact External ID 1 32226 Severity 3 Source MCMC Description New Contact returned as Null from Database Contact External ID 1 32227 Severity 3 Source MCMC Description Exc...

Page 1362: ...2 Source MCMC Description Error reading contact from Database Contact ID 1 32233 Severity 2 Source MCMC Description Exception on getting Peer Exception Type 1 32234 Severity 2 Source MCMC Description...

Page 1363: ...iption Exception received processing buffers in Updater for buffer number 1 32240 Severity 3 Source MCMC Description Exception on getting contact types setup on provider Exception Type 1 32241 Severit...

Page 1364: ...may be network problems Contact Customer Support to get the Grace Period reset 61151 Event Type Warning Severity Major Source CCMM_LM_Service Label nvs Error Condition detected Lock code ads Descript...

Page 1365: ...get the grace period reset 61154 Event Type Warning Severity Critical Source CCMM_LM_Service Label nvs Fatal Error in License refresh Grace Period expired Lock code ads Description Grace period has ex...

Page 1366: ...period the code entered in the Reset Grace Period tool is incorrect Resolution Check that code entered is correct Contact Customer support to get a new unlocking code 61157 Event Type Warning Severit...

Page 1367: ...Installation and Maintenance Guide 1367 A p p e n d i x B Feature licensing In this appendix Multimedia license codes 1368...

Page 1368: ...e licensing The options in the license file apply to a network of Contact Center Manager Server Contact Center Manager Administration Contact Center Multimedia and Communication Control Toolkit The re...

Page 1369: ...e agent corporate license LM_LOC_VOAC Network site voice agent corporate license LM_NET_VOAC Single site e mail agent nodal license LM_LOC_EMAN Network site e mail agent nodal license LM_NET_EMAN Sing...

Page 1370: ...ound Feature licensing Standard 7 16 Network site outbound agent nodal license LM_NET_OBAN Single site outbound agent corporate license LM_LOC_OBAC Network site outbound agent corporate license LM_NET...

Page 1371: ...Installation and Maintenance Guide 1371 A p p e n d i x C Contact life cycles In this appendix Overview 1372 Outbound contacts 1373 E mail messages 1375 Web Communications contacts 1377...

Page 1372: ...1372 Contact Center Multimedia Outbound Contact life cycles Standard 7 16 Overview This chapter contains diagrams showing the life cycle of the contacts in Contact Center Multimedia...

Page 1373: ...Tool accessed in Contact Center Manager Administration 2 The notification that the outbound contacts that are part of the campaign are received is passed to the Open Queue 3 The outbound calls are cre...

Page 1374: ...ing the dialing properties configured in the outbound campaign 8 The outbound call is established between the agent and the customer 9 Customer detail updates and additions to the contact history are...

Page 1375: ...Manager checks the corresponding mailboxes on the e mail server at the specified polling interval When new e mail messages are found they are moved into the Multimedia database 2 The notification that...

Page 1376: ...act are received from the Multimedia database through the Web services 8 The agent replies are written to the Multimedia database through Web Services The E mail Manager polls the database for outgoin...

Page 1377: ...ate skillset and subject When the customer chooses the chat option Contact Center Multimedia ensures that there are agents logged on for that skillset and puts the customer into Web on hold 2 The noti...

Page 1378: ...sed for Web communications 5 Associated contact data such as the ID and contact information is passed to the Contact Center Agent Desktop along with the text from the customer 6 Customer details for t...

Page 1379: ...andby server IP address 1432 Change the co resident server name 1456 Change the co resident server IP address 1479 Change the Contact Center Manager Administration server name 1490 Change the Contact...

Page 1380: ...epending on your licensed features Contact Center Manager Server Contact Center License Manager server Contact Center Manager Standby Server and Replication Server Contact Center Manager Administratio...

Page 1381: ...Manager Server name you must update the other servers in the Contact Center suite to ensure the servers work together If Contact Center Manager Server and Contact Center Manager Administration are ins...

Page 1382: ...Manager Server name on the operating system 1 On the Contact Center Manager Server select Start Control Panel System 2 Click the Computer Name tab 3 Click Change 4 Enter the new server name 5 Click OK...

Page 1383: ...r Manager Server as Administrator 2 From the Start menu choose All Programs Nortel Contact Center Manager Server Computer Name Sync Result The Contact Center Manager Server Computer Name Synchronizati...

Page 1384: ...n the process is complete the following message appears 5 Click OK Result The following dialog box appears 6 Click OK 7 Restart the server Updating the Contact Center Manager Administration server On...

Page 1385: ...in the following directory x Windows system32 drivers etc 2 Right click the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file appears...

Page 1386: ...ust update the Configuration component in Contact Center Manager Administration with the new Contact Center Manager Server name 1 Log on to the Contact Center Manager Administration server as the weba...

Page 1387: ...Server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS...

Page 1388: ...Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 3 Expand NCCT Admin 4 Double click CCT Server in the right pane of the NCCT 6 0 Console Result The CCT Server Properties...

Page 1389: ...ype the new name of the Contact Center Manager Server 7 Click Apply to save the Contact Management Framework settings 8 Click OK to close the window 9 Restart the services on the Communication Control...

Page 1390: ...box appears e Click to stop the services f Click to restart the services g The services are restarted Updating the Contact Center Multimedia server On the Contact Center Multimedia server after you c...

Page 1391: ...er If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS fil...

Page 1392: ...tor window expand Contact Center Multimedia 4 Expand General Administration 5 Double click Server Settings Result The Server Settings dialog box appears 6 Click Contact Center Manager Server to select...

Page 1393: ...Click Edit Result The Server Properties dialog box appears 13 In the Server Name box change the name of the Contact Center License Manager server 14 If you have a backup Contact Center License Manager...

Page 1394: ...1394 Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 b Click Stop All c Click Start All d Click Exit to close the CCMM Service Control window...

Page 1395: ...er Server IP address on the Contact Center Manager Server 2 Update the Contact Center Manager Server IP address in the Server Configuration Utility 3 If you have a Domain Name Service DNS server in yo...

Page 1396: ...ure if you change the Nortel server subnet IP address 1 Log on to the Contact Center Manager Server 2 From the Start menu select Programs Nortel Contact Center Manager Server Shutdown Result A dialog...

Page 1397: ...Start menu choose All Programs Nortel Contact Center Manager Server Server Setup Configuration Result The following dialog box appears This dialog box remains open for 20 to 30 seconds If you have a...

Page 1398: ...Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 3 Click the Local Area Network IP tab 4 From the IP Address list select the new Nortel server subnet IP add...

Page 1399: ...tab 6 Verify that the Primary License Manager IP Address is the new Contact Center Manager Server IP Address 7 Click OK 8 Click Yes to start the Server Setup Configuration Utility Result The Server S...

Page 1400: ...ponds with the corresponding IP address Updating the Network Control Center server If you have a network of Contact Center Manager Servers connected to a Network Control Center server you must update...

Page 1401: ...Click the Site Table tab 5 On the Site Table tab select the site name and click Edit Result The Edit Site dialog box appears 6 In the CLAN IP Address box type the new IP address 7 Click OK 8 On the N...

Page 1402: ...te the HOSTS file if you do not have a DNS server and configure the new IP address in Contact Center Manager Administration Updating the HOSTS file If you do not have a DNS server you must manually up...

Page 1403: ...owing figure is a sample and does not indicate exactly how the HOSTS file is configured 3 Update the file to reflect the new IP address of the Contact Center Manager Server If you do not see a server...

Page 1404: ...pe the new IP address 6 Click Submit 7 Click Launchpad Logout to exit Changing the License Manager IP address on Contact Center Manager Administration If the License Manager server is installed on the...

Page 1405: ...ense Manager Server s IP Address box type the new IP address 5 Click OK to submit the information Result The Configuration Setup Completed dialog box appears 6 Click OK Result A message box appears pr...

Page 1406: ...ation in the following directory x Windows system32 drivers etc 2 Right click the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file ap...

Page 1407: ...rver use the following procedure to configure the License Manager IP address for the Communication Control Toolkit server 1 Log on to the Communication Control Toolkit server 2 Open the NCCT 6 0 Conso...

Page 1408: ...nager Server in the IP Address box type the new IP address 7 Click File Exit to close the NCCT 6 0 Console If prompted save the Console settings Changing the TAPI SP host address setting If your Commu...

Page 1409: ...ces Restart all services including Telephony ACDProxy and all Communication Control Toolkit services 1 From the Start menu select All Programs Nortel Communication Control Toolkit NCCT 6 0 Console 2 E...

Page 1410: ...of IP addresses followed by a server name 3 Update the file to reflect the new IP address of the Contact Center Manager Server If you do not see a server name for the Contact Center Manager Server lis...

Page 1411: ...nterface card and then click Properties 8 Select Internet Protocol TCP IP and then click Properties 9 Enter the new IP address and then click OK 10 On the Properties window click Close 11 From the Sta...

Page 1412: ...to disable the replication process If you change the Active Server name the Standby Server name or the Replication Server name you must update the Replication Server name on all servers Changing the...

Page 1413: ...Active Server 5 Ensure that you can ping the Replication Server 6 On the Replication Server recreate the warm standby configuration on the Replication Server with the new Active Server IP address usi...

Page 1414: ...Program Nortel Contact Center Replication Server Replication Server Management Result The Replication Server Management dialog box appears b Select the servers that are being replicated and then clic...

Page 1415: ...rver subnet IP address for the Secondary Server and click OK Result The Warm Standby configuration takes several minutes At the end of the process the Initialize Standby CCMS Database dialog box appea...

Page 1416: ...rver Name Sybase REP_ Server Name _RS CC Rep Service 4 Ensure that you can ping both the Standby and Active Servers On the Active Server 5 In the Server Setup Configuration Utility change the Replicat...

Page 1417: ...nge d Enter the new server name e Click OK Result The system prompts you to restart the server f Click Yes Result The server restarts 3 Click Start Administrative Tools Services to restart the followi...

Page 1418: ...S database see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server f Click OK On the Active Server 6 Change the name of the Active Server using the follo...

Page 1419: ...r Server name Complete the following tasks described in this section 1 If you have a Domain Name Service DNS server in your network update the DNS with the new server name of the Contact Center Multim...

Page 1420: ...ame DOS command with the new server name to confirm that the system responds with the corresponding IP address Synchronizing the operating system name with the Contact Center Manager Server name On th...

Page 1421: ...r name If the names match continue with step 5 If the names do not match the following message appears 4 Click OK Result The utility shuts down the Contact Center Manager Server services and then sync...

Page 1422: ...nfigure the new server name in Contact Center Manager Administration Updating the HOSTS file If you do not have a DNS server you must manually update the HOSTS file on the Contact Center Manager Admin...

Page 1423: ...s a sample and does not indicate exactly how the HOSTS file is configured 3 Update the file to reflect the new server name of the Contact Center Manager Server If you do not see a server name for the...

Page 1424: ...the Contact Management Framework with the new server name Updating the HOSTS file If you do not have a DNS server you must manually update the HOSTS file on Communication Control Toolkit server with...

Page 1425: ...lick File Save to save your changes Save the file without an extension so that your system recognizes the changes Result The system automatically reads the new settings 5 Close all windows to complete...

Page 1426: ...ick the CMF Configuration tab Result The CMF Configuration page appears 6 In the CCMS Server Name box type the new name of the Contact Center Manager Server 7 Click Apply to save the Contact Managemen...

Page 1427: ...click Services Result The Services dialog box appears e Click to stop the services f Click to restart the services g The services are restarted Updating the Contact Center Multimedia server On the Con...

Page 1428: ...ver If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS fi...

Page 1429: ...tor window expand Contact Center Multimedia 4 Expand General Administration 5 Double click Server Settings Result The Server Settings dialog box appears 6 Click Contact Center Manager Server to select...

Page 1430: ...Click Edit Result The Server Properties dialog box appears 13 In the Server Name box change the name of the Contact Center License Manager server 14 If you have a backup Contact Center License Manage...

Page 1431: ...Installation and Maintenance Guide 1431 October 2007 Change the names or IP addresses of servers b Click Stop All c Click Start All d Click Exit to close the CCMM Service Control window...

Page 1432: ...er Manager Standby Server you must perform steps to remove and recreate the warm standby configuration on the Replication Server Any one of the IP address changes means that you must stop the replicat...

Page 1433: ...the new Active Server IP address using the following steps a Click Start Programs Nortel Contact Center Replication Server Replication Server Management Result The Replication Server Management dialog...

Page 1434: ...topped The Warm Standby configuration is removed The contact center data is intact on both servers d Click Done 2 On the Standby Server change the IP address of the Standby Server using the procedures...

Page 1435: ...P address complete the following procedure On the Replication Server 1 On the Replication Server remove the warm standby configuration on the Replication Server using the following steps a On the Star...

Page 1436: ...ab 7 Restart the server 8 Ensure that you can ping the Replication Server On the Standby Server 9 In the Server Setup Configuration Utility change the Replication Server IP address on the Database Rep...

Page 1437: ...IP address and the Replication Server IP address complete the following procedures On the Replication Server 1 On the Replication Server remove the warm standby configuration on the Replication Server...

Page 1438: ...ility on the Local Area Network IP tab change the Nortel Server Subnet IP address or the ELAN Subnet IP address to the new address defined depending on which address you are changing 8 In the Server S...

Page 1439: ...ddress for the Primary Server d In the Secondary CCMS box type the name and Nortel server subnet IP address for the Secondary Server and click OK Result The Warm Standby configuration takes several mi...

Page 1440: ...he Communication Control Toolkit server update the HOSTS file if required the license information the TAPI settings and restart the services 7 On the Contact Center Multimedia server update the HOSTS...

Page 1441: ...s window click Close Configure the Contact Center Manager Server with the new IP address Complete the following procedure if you change the Nortel server subnet IP address of the Active server the Sta...

Page 1442: ...Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 3 Click the Local Area Network IP tab 4 From the IP Address list select the new Nortel server subnet IP add...

Page 1443: ...tab 6 Verify that the Primary License Manager IP Address is the new Contact Center Manager Server IP Address 7 Click OK 8 Click Yes to start the Server Setup Configuration Utility Result The Server S...

Page 1444: ...ponds with the corresponding IP address Updating the Network Control Center server If you have a network of Contact Center Manager Servers connected to a Network Control Center server you must update...

Page 1445: ...Click the Site Table tab 5 On the Site Table tab select the site name and click Edit Result The Edit Site dialog box appears 6 In the CLAN IP Address box type the new IP address 7 Click OK 8 On the N...

Page 1446: ...te the HOSTS file if you do not have a DNS server and configure the new IP address in Contact Center Manager Administration Updating the HOSTS file If you do not have a DNS server you must manually up...

Page 1447: ...owing figure is a sample and does not indicate exactly how the HOSTS file is configured 3 Update the file to reflect the new IP address of the Contact Center Manager Server If you do not see a server...

Page 1448: ...pe the new IP address 6 Click Submit 7 Click Launchpad Logout to exit Changing the License Manager IP address on Contact Center Manager Administration If the License Manager server is installed on the...

Page 1449: ...ense Manager Server s IP Address box type the new IP address 5 Click OK to submit the information Result The Configuration Setup Completed dialog box appears 6 Click OK Result A message box appears pr...

Page 1450: ...ation in the following directory x Windows system32 drivers etc 2 Right click the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file ap...

Page 1451: ...rver use the following procedure to configure the License Manager IP address for the Communication Control Toolkit server 1 Log on to the Communication Control Toolkit server 2 Open the NCCT 6 0 Conso...

Page 1452: ...nager Server in the IP Address box type the new IP address 7 Click File Exit to close the NCCT 6 0 Console If prompted save the Console settings Changing the TAPI SP host address setting If your Commu...

Page 1453: ...ces Restart all services including Telephony ACDProxy and all Communication Control Toolkit services 1 From the Start menu select All Programs Nortel Communication Control Toolkit NCCT 6 0 Console 2 E...

Page 1454: ...of IP addresses followed by a server name 3 Update the file to reflect the new IP address of the Contact Center Manager Server If you do not see a server name for the Contact Center Manager Server lis...

Page 1455: ...nterface card and then click Properties 8 Select Internet Protocol TCP IP and then click Properties 9 Enter the new IP address and then click OK 10 On the Properties window click Close 11 From the Sta...

Page 1456: ...change the co resident server name you must also update the other servers in the Contact Center suite to ensure the servers work together Complete the following tasks described in this section 1 If y...

Page 1457: ...contact your local network prime to update the DNS with the new computer name To verify that the new IP address is up to date on the DNS use the ping server name DOS command with the new server name...

Page 1458: ...ectory x Windows system32 drivers etc 2 Right click the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file appears in the text editor T...

Page 1459: ...need to update the HOSTS file 4 Click File Save to save your changes Save the file without an extension so that your system recognizes the changes Result The system automatically reads the new setting...

Page 1460: ...base server name If the names do not match the following message appears 4 Click OK Result The utility shuts down the Contact Center Manager Server services and then synchronizes the server name with...

Page 1461: ...ommand prompt and navigate to the directory C Program Files Nortel Networks WClient Apps Supportutil where C is the drive on which Contact Center Manager Administration is installed 4 At the prompt ty...

Page 1462: ...olders 3 Click the plus sign beside the Web Sites folder Result The folder expands 4 Right click Default Web Site and then select Properties from the resulting menu Result The Default Web Site Propert...

Page 1463: ...lation and Maintenance Guide 1463 October 2007 Change the names or IP addresses of servers 7 Click Browse Result The Select User dialog box appears 8 Click Advanced Result The Select User dialog box e...

Page 1464: ...resses of servers Standard 7 16 9 Click Find Now Result The list of all the user accounts configured on the server appears 10 In the list of user accounts select IUSR_SWC and then click OK Result The...

Page 1465: ...ialog box reappears with the IUSR_SWC user account shown 12 In the Password box type the same password that you originally used for this account when you configured it 13 Click OK Result The Confirm P...

Page 1466: ...password 1 On the co resident server click Start All Programs Nortel Contact Center Manager Administration Configuration 2 In the left pane click Nortel Networks Result The Nortel Networks Applicatio...

Page 1467: ...ts to a domain network PC or if the Domain Account button is disabled proceed to Changing the server name in Contact Center Manager Administration on page 1468 OR If you are going to export scheduled...

Page 1468: ...m verifies that you typed the same password both times and then resets the password in all required components Changing the server name in Contact Center Manager Administration 1 Log on to Contact Cen...

Page 1469: ...ist of IP addresses followed by a server name 3 Update the file to reflect the new name of the co resident server If you do not see a server name for the co resident server listed in the HOSTS file a...

Page 1470: ...co resident server 1 Log on to the Contact Center Manager Administration server as webadmin 2 Double click Historical Reporting 3 In the Historical Reporting main window on the system tree click the s...

Page 1471: ...server and configure the server properties Updating the HOSTS file If you do not have a DNS server you must manually update the HOSTS file on the Communication Control Toolkit server with the new comp...

Page 1472: ...ve the file without an extension so that your system recognizes the changes Result The system automatically reads the new settings 5 Close all windows to complete the procedure Configuring the Contact...

Page 1473: ...ox type the name of the co resident server 7 Click Apply to save the Contact Management Framework settings 8 Click OK to close the window 9 Restart the services on the Communication Control Toolkit se...

Page 1474: ...kit Services dialog box appears e Click to stop the services f Click to restart the services g Close all of the windows and dialog boxes Updating the Contact Center Multimedia server On the Contact Ce...

Page 1475: ...nt server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HO...

Page 1476: ...he Server Settings dialog box appears 6 Click Contact Center Manager Server to select it 7 Click Edit Result The Server Properties dialog box appears 8 In the Server Name box change the name of the Co...

Page 1477: ...s 12 In the Server Name box change the name of the Contact Center Manager Administration server 13 Click Save Result A warning appears describing potential errors for changing this server Click OK to...

Page 1478: ...1478 Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 b Click Stop All c Click Start All d Click Exit to close the CCMM Service Control window...

Page 1479: ...ference the correct IP address 6 On the Communication Control Toolkit server update the HOSTS file if required 7 On the Contact Center Multimedia update the HOSTS file if required Changing the IP addr...

Page 1480: ...server subnet IP address 11 Click OK 12 Click Yes to start the Server Setup Configuration Utility Result The Server Setup Configuration Utility launches This takes 10 to 15 minutes to complete A messa...

Page 1481: ...rs etc 2 Right click the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file appears in the text editor The HOSTS file consists of a lis...

Page 1482: ...ted to reflect the new name Updating the HOSTS file If you do not have a DNS server you must manually update the HOSTS file on the client PCs with the new computer name If you do have a DNS server con...

Page 1483: ...all windows to complete the procedure Ensuring historical report output files reference the correct IP address If you scheduled a historical report output file with the Contact Center Manager Adminis...

Page 1484: ...P address of the co resident server The path format is computer name shared folder name file name without the file extension If you change the name of the Contact Center Manager Administration folder...

Page 1485: ...rver If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS f...

Page 1486: ...Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 3 Expand NCCT Admin 4 In the right pane of the NCCT 6 0 Console double click CCT Server Result The CCT Server Properties...

Page 1487: ...Manager Server in the IP Address box type the new IP address 7 Click File Exit to close the NCCT 6 0 Console If prompted save the Console settings Changing the TAPI SP host address If your Communicat...

Page 1488: ...ices Restart all services including Telephony ACDProxy and all Communication Control Toolkit services 1 From the Start menu select All Programs Nortel Communication Control Toolkit NCCT 6 0 Console 2...

Page 1489: ...editor The HOSTS file consists of a list of IP addresses followed by a server name 3 Update the file to reflect the new IP address of the co resident server If you do not see a server name for the Con...

Page 1490: ...the other servers in the Contact Center suite to ensure the servers work together Complete the following tasks described in this section 1 Change the Contact Center Manager Administration server name...

Page 1491: ...he DNS with the new computer name To verify that the new IP address is up to date on the DNS use the ping server name DOS command with the new server name to confirm that the system responds with the...

Page 1492: ...the fully qualified domain name if this is what you use as the Contact Center Manager Administration default URL for example server name domain name com 5 Press Enter Result A window appears showing...

Page 1493: ...addresses of servers 5 Click the Directory Security tab Result The Directory Security page appears 6 Under the Authentication and access control heading click Edit Result The Authentication Methods d...

Page 1494: ...1494 Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16 8 Click Advanced Result The Select User dialog box expands...

Page 1495: ...Installation and Maintenance Guide 1495 October 2007 Change the names or IP addresses of servers 9 Click Find Now Result The list of all the user accounts configured on the server appears...

Page 1496: ...IUSR_SWC account and then click OK Result The Select User dialog box reappears with the IUSR_SWC account listed at the bottom 11 Click OK Result The Authentication Methods dialog box reappears with t...

Page 1497: ...pears 14 Type the password again and then click OK Result The system records the password 15 Click OK to save your changes Resetting the iceAdmin password 1 Click Start All Programs Nortel Contact Cen...

Page 1498: ...word again 7 If your Contact Center Manager Administration server is a member of an active domain the Domain Account option is enabled on the iceAdmin Password Change window 8 If you are not going to...

Page 1499: ...Account box type the domain account Obtain the domain account name and password from your network administrator 4 In the Enter Domain Account Password box type the domain account password You must en...

Page 1500: ...ck the HOSTS file and open the file with a text editor for example Notepad to modify the host tables Result The HOSTS file appears in the text editor The HOSTS file consists of a list of IP addresses...

Page 1501: ...server after you change the Contact Center Manager Administration server name you must update the new name of the server for all scheduled jobs Ensure you define the output options to include the new...

Page 1502: ...e Contact Center Manager Administration server name you must update the HOSTS file if you do not have a DNS server Updating the HOSTS file If you do not have a DNS server you must manually update the...

Page 1503: ...nager Administration Server name you must update the HOSTS file if you do not have a DNS server and configure the server properties Updating the HOSTS file If you do not have a DNS server you must man...

Page 1504: ...not need to update the HOSTS file 4 Click File Save to save your changes Save the file without an extension so that your system recognizes the changes Result The system automatically reads the new se...

Page 1505: ...tings window appears 6 Click Contact Center Manager Administrator Server to select it 7 Click Edit Result The Server Properties dialog box appears 8 In the Server Name box change the name of the Conta...

Page 1506: ...10 Restart the Multimedia services using the following steps a On the Start menu click All Programs Nortel Contact Center Multimedia Server CCMM Services Control Result The CCMM Service Control window...

Page 1507: ...Name Service DNS server in your network update the DNS with the IP address of your Contact Center Manager Server 3 On the client PCs update the browsers and shared folders for exporting scheduled repo...

Page 1508: ...our local network prime to update the DNS with the new IP Address To verify that the new IP address is up to date on the DNS use the ping server name DOS command with the server name to confirm that t...

Page 1509: ...s followed by a server name The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured 3 Update the file to reflect the new IP address of the Con...

Page 1510: ...nge the Contact Center Manager Administration server IP address 1 Log on to the Contact Center Manager Administration server as webadmin 2 Double click Historical Reporting 3 In the Historical Reporti...

Page 1511: ...a DNS server Updating the HOSTS file If you do not have a DNS server you must manually update the HOSTS file on Communication Control Toolkit server with the new IP address If you do have a DNS serve...

Page 1512: ...TS file If you do not have a DNS server you must manually update the HOSTS file on the Contact Center Multimedia server with the new IP address 1 On the Contact Center Multimedia server browse to the...

Page 1513: ...ge the names or IP addresses of servers 4 Click File Save to save your changes Save the file without an extension so that your system recognizes the changes Result The system automatically reads the n...

Page 1514: ...ite to ensure the servers work together Complete the following tasks described in this section 1 Change the name of the Communication Control Toolkit server 2 If you have a Domain Name Service DNS ser...

Page 1515: ...the Domain Name Service server If you configure a Domain Name Service DNS server for name resolution in your network you must contact your local network prime to update the DNS with the new computer n...

Page 1516: ...file to reflect the new name of the Communication Control Toolkit server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server is configured in y...

Page 1517: ...s Rename the existing users to keep the appropriate resource mappings of the old user name Configuring the Contact Management Framework settings You must update the Contact Management Framework compon...

Page 1518: ...ontrol Toolkit server name is shown 7 In the CCMS Server Name box type the name of the Contact Center Manager Server 8 Click Apply to save the Contact Management Framework settings 9 Click OK to close...

Page 1519: ...s dialog box appears e Click to stop the services f Click to restart the services g The services are restarted Mapping the new local Communication Control Toolkit users You must ensure that the new lo...

Page 1520: ...ntact Center Multimedia server with the new computer name If you do have a DNS server continue with Configuring the server settings on page 1521 1 On the Contact Center Multimedia server browse to the...

Page 1521: ...anges Save the file without an extension so that your system recognizes the changes Result The system automatically reads the new settings 5 Close all windows to complete the procedure Configuring the...

Page 1522: ...Port box change the port number of the server as required The default server port depends on the server you are configuring 9 Click Save Result A message box appears describing potential errors for c...

Page 1523: ...MM Service Control window Configuring the Contact Center Agent Desktop The Contact Center Agent Desktop configuration file must be updated with the new Communication Control Toolkit server name You mu...

Page 1524: ...HOSTS file the local Windows users the Contact Management Framework configuration and the user mappings 4 Configure Contact Center Manager Server to use the new Communication Control Toolkit server n...

Page 1525: ...hat the system responds with the corresponding IP address Changing the server name on the Communication Control Toolkit server You must update the HOSTS file if you do not have a DNS server on the Com...

Page 1526: ...the changes Result The system automatically reads the new settings 5 Close all windows to complete the procedure Configuring the Contact Center Multimedia server When you change the name of the Commu...

Page 1527: ...y a server name 3 Update the file to reflect the new name of the Communication Control Toolkit server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a D...

Page 1528: ...e on the Contact Center Multimedia server 2 Update the name on the DNS server 3 Update the HOSTS file on the Contact Center Multimedia server 4 Update the e mail attachment folders for Contact Center...

Page 1529: ...t the system responds with the corresponding IP address Changing the Contact Center Multimedia server name When you change the Contact Center Multimedia server name you must update the HOSTS file if y...

Page 1530: ...dresses followed by a server name A sample HOSTS file is provided in the following figure as a guideline but is not intended to indicate exactly how the HOSTS file is configured 3 Update the file to r...

Page 1531: ...ontact Center Multimedia server 7 In the Server Port box change the port number of the server as required The default server port is 1972 8 To change the MCMC event port number type the new number in...

Page 1532: ...On the Contact Center Multimedia server navigate to the path D Nortel Contact Center Multimedia Common utilities db propertiesg 16 On the appropriate line of the text file replace the name of the old...

Page 1533: ...nd Contact Center Multimedia 2 Expand E mail Administration 3 Double click E mail Configuration Result The E Mail Configuration window appears 4 In the Attachment Files section update the four path na...

Page 1534: ..._Sample_Website and WebComms Your custom interface folders can have different names Ensure that you use your own folder names to locate the web xml and jsp files 1 Stop Apache Tomcat using the followi...

Page 1535: ...ick All Programs Administrative Tools Services b Right click Apache Tomcat service and click Start c Close the services window Configure the Contact Center Agent Desktop Clients that access the Contac...

Page 1536: ...by a server name 3 Update the file to reflect the new name of the Contact Center Multimedia server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS...

Page 1537: ...ect Add Server Result The Contact Center Manager server Properties window appears 5 In the Server Name box type the name of the Contact Center Multimedia server Result The system automatically complet...

Page 1538: ...have a DNS server you must manually update the HOSTS file on the Communication Control Toolkit server with the new server name If you do have a DNS server the process of updating the server names is...

Page 1539: ...er Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS file 4 Click File Save to save your changes Save the file without...

Page 1540: ...e Contact Center Manager Administration server change the HOSTS file if required 5 Add and configure the Contact Center Multimedia server in Contact Center Manager Administration 6 On the Communicatio...

Page 1541: ...ndow appears b Click Start All c Click Exit to close the CCMM Service Control window Updating the Domain Name Service server If you configure a Domain Name Service DNS server for name resolution in yo...

Page 1542: ...name 3 Update the file to reflect the new IP address of the Contact Center Multimedia server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a DNS server...

Page 1543: ...a server name 3 Update the file to reflect the new IP address of the Contact Center Multimedia server If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file a D...

Page 1544: ...lect Add Server Result The Contact Center Manager server Properties window appears 5 In the Server Name box type the name of the Contact Center Multimedia server Result The system automatically comple...

Page 1545: ...e a DNS server you must manually update the HOSTS file on the Communication Control Toolkit server with the new server name If you do have a DNS server the process of updating the server names is comp...

Page 1546: ...ger Server listed in the HOSTS file a DNS server is configured in your network for name resolution You do not need to update the HOSTS file 4 Click File Save to save your changes Save the file without...

Page 1547: ...o use the Standby server Complete the following tasks described in this section 1 Change the server name on the Contact Center Multimedia server 2 Update the Domain Name Service server 3 Change the HO...

Page 1548: ...d with the new server name to confirm that the system responds with the corresponding IP address Changing the Contact Center Multimedia Standby server name Perform the following steps on the Contact C...

Page 1549: ...steps 1 In the Contact Center Multimedia Administrator window expand Contact Center Multimedia 2 Expand General Administration 3 Double click Server Settings Result The Server Settings dialog box appe...

Page 1550: ...Center Multimedia Standby server 11 Click Save Result A warning appears describing potential errors for changing this server Click OK to accept 12 Click Close to close the Server Settings dialog box...

Page 1551: ...r Manager Administration with the name and IP address of the renamed Contact Center Multimedia Standby server You can configure more than one Contact Center Multimedia server in Contact Center Manager...

Page 1552: ...rver menu select Add Server Result The Contact Center Manager server Properties window appears 5 In the Server Name box type the name of the Contact Center Multimedia server Result The system automati...

Page 1553: ...associate the Contact Center Multimedia Standby server 11 Right click the Contact Center Manager Server and then click Edit Properties 12 Under Associated Reporting Server select the check box next t...

Page 1554: ...1554 Contact Center Multimedia Outbound Change the names or IP addresses of servers Standard 7 16...

Page 1555: ...ail platform 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...

Page 1556: ...tion Server the server providing call processing and administration services activity code A number that agents enter on their phoneset during a call Activity codes provide a way of tracking the time...

Page 1557: ...presented with calls before agents of lesser priority Agent priority per skillset has a range of 1 to 48 with 1 having the greatest priority Agent priority per skillset is not used to determine which...

Page 1558: ...ontact Center Manager Administration software is installed This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs a...

Page 1559: ...Contact Center Manager Server are queued to ACD groups and handled by available agents automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities Each...

Page 1560: ...ion of preferences that determines how calls are presented to an agent A call presentation class specifies whether a break time between calls is allowed whether an agent can put DN calls on hold for i...

Page 1561: ...ipt element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent For example a caller can hear a recorded announcement or music while waiting for...

Page 1562: ...and relies on the server to perform some operations Two types of client are available Server Utility and Contact Center Manager Administration See also server closed reasons An item configured in Con...

Page 1563: ...sing and agent handling management and reporting networking and third party application interfaces Contact Center Manager Administration A browser based tool for contact center administrators and supe...

Page 1564: ...fails The database is kept up to date by the Replication Server Contivity VPN Switch A Nortel product that provides routing firewall bandwidth management encryption authentication and data integrity f...

Page 1565: ...that an organization requires to manage its customer relationships D Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect...

Page 1566: ...a specific agent by the end of a script denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access DEP See Data Execution Preve...

Page 1567: ...hone number or an automatic call distribution directory number ACD DN directory number call A call presented to the DN key on an agent s phoneset display threshold A threshold used in real time displa...

Page 1568: ...Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing Pressing a key on the phone s keypad generates two simultaneous tones...

Page 1569: ...com and planez magsubscriptions com E mail addressed to either of these aliases is forwarded to the general magscripts com mailbox To route e mail messages depending on the alias to which they are add...

Page 1570: ...information only while others can indicate a problem Events are categorized by severity information minor major and critical 2 An action generated by a script command such as queuing a call to a skill...

Page 1571: ...Queue_to_NACD script command is used FCTH must be configured in LD23 on the switch See also Call Request Queue Size G global settings Settings that apply to all skillsets or IVR ACD DNs configured on...

Page 1572: ...ndards for transmitting digital information over ordinary telephone wire and other media Integration Package for Meridian Link A feature that integrates an IVR system with a switch Intelligent Call Ma...

Page 1573: ...or a computer or device on a TCP IP network Networks use TCP IP to route messages based on the IP address of the destination For customers using NSBR site IP addresses must be unique and correct The f...

Page 1574: ...tions and personal computers and are confined to a single building or group of buildings local call A call that originates at the local site See also network call local skillset A skillset that can be...

Page 1575: ...n a call arrives at the Contact Center A default Master script is provided with Contact Center Manager but it can be customized by an authorized user It cannot be deactivated or deleted See also netwo...

Page 1576: ...ity to other media and information types as the applications grow mean time between calls The average time between presentation of calls to an agent Meridian Link Services A communications facility th...

Page 1577: ...d e mail and Web communication contacts MSL 100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent N NACD call...

Page 1578: ...alls forwarded from one site to another for customers using NSBR The network script is a system defined script provided with Contact Center Manager but it can be customized by an authorized user It ca...

Page 1579: ...re tunneling across managed IP networks and the Internet NPA See Number Plan Area NSBR See Network Skill Based Routing Number Plan Area Area code O object linking and embedding A compound document sta...

Page 1580: ...Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns outbound contact An outgoing voice call intelligently routed t...

Page 1581: ...ee Designer Patch Performance Enhancement Package Now known as Designer Patch See Designer Patch personal directory number A DN on which an agent can be reached directly usually for private calls phon...

Page 1582: ...value of the number indicates a greater priority in presentation All idle agent queues and all pending request queues always queue by priority as its top precedence All other queuing options such as...

Page 1583: ...sender address the recipient address the subject and body of an e mail message for predetermined keywords or a combination of these The e mail server must be compliant with Post Office Protocol 3 POP...

Page 1584: ...Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time reporting supervisor The supervisor who has primary responsibility for...

Page 1585: ...eservation Protocol rule See e mail rule S sample script A script installed with the Contact Center Manager Server client Sample scripts are stored as text files in a special folder on the client The...

Page 1586: ...ript script sequential routing table A routing table method that always queues a call to the first three active sites in the routing table See also round robin routing table server A computer or devic...

Page 1587: ...e Supplementary A stand alone Contact Center supplementary software application installed on top of a specific service update SU It does not contain the contents of previous SUs The next SU includes S...

Page 1588: ...r The SIP Address uniquely identifies the agent on the SIP network site 1 A system using Contact Center Manager Server that can be accessed using Server Utility 2 A system using Contact Center Manager...

Page 1589: ...rver becomes unavailable SU See service update supervisor A user who manages a group of agents See also associated supervisor and reporting supervisor supplementary ACD DN A DN associated with a prima...

Page 1590: ...ating sound into electrical signals transmitting them and then converting them back to sound The term is used frequently to refer to computer hardware and software that perform functions traditionally...

Page 1591: ...le traffic intrinsic An intrinsic that inserts information about system level traffic in a script See also call intrinsic intrinsic skillset intrinsic time intrinsic transition mode A skillset state i...

Page 1592: ...be validated before it can be activated variable A placeholder for values calculated within a script such as CLID Variables are defined in the Script Variable Properties sheet and can be used in multi...

Page 1593: ...contact 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 Inter...

Page 1594: ...1594 Contact Center Multimedia Outbound Standard 7 16...

Page 1595: ...nformation 890 addenda in documentation 53 adding agents in CCMA 142 an auto response to a rule 1134 closed reasons for e mail 1137 custom fields 1178 features 1305 keyword groups to a rule 1107 Multi...

Page 1596: ...plications Contact Center Agent Desktop 27 Multimedia Administrator 28 Outbound Campaign Management Tool 26 applying security templates in a domain 1269 applying security policy 1272 archive files nam...

Page 1597: ...093 beep to indicate contact arrived 1188 bring to front 1186 C Cache database about 26 journal files 964 1059 password 965 stopping 1192 callback verifying 282 callback timer 1182 CCAD See Contact Ce...

Page 1598: ...workstations 183 interaction overview 31 mapping terminals to workstations 187 mapping users to addresses 191 mapping users to contact center users 195 mapping users to terminals 193 server descriptio...

Page 1599: ...counts for agents 123 connections Communication Control Toolkit 1319 testing ODBC for SWCP 4 0 1298 connectivity of network 1294 Contact Center Agent Desktop 27 bring to front 1186 cannot log on 1320...

Page 1600: ...58 reviewing contact history 263 updating customer details 262 updating logon credentials 263 D database backing up 1206 changes from previous releases 36 cleaning up Symposium Web Center Portal 296 c...

Page 1601: ...gning route points to 1080 configuring overview 200 e mail mailboxes reviewing migrated 501 E mail Manager asian characters 1313 description 26 enabling SSL 1279 logging mailbox problems 1311 Memory M...

Page 1602: ...tion 1261 first level trace information 1247 focus on CCAD 1186 formula for calculating e mail attachment size 1335 G Geographic Redundancy 870 972 getting started in administration 224 H hardware req...

Page 1603: ...s 1289 JAVA compiler disabling 379 journal files 964 1059 creating 964 selecting 964 standby server 888 K keyword groups adding logical expressions 1109 creating 1107 default 221 selecting for system...

Page 1604: ...2 configuring for Web communications 247 E mail Manager 1311 scan interval 1086 mailboxes comparing to e mail server 215 configuring 1090 1150 configuring rules for multiple 1122 creating a rule for 1...

Page 1605: ...02 Nortel Web site 53 O OAM service stopping 1192 OCMT See Outbound Campaign Management Tool ODBC 1310 creating DSN 385 port requirements 1278 testing connection 1298 office hours 1116 Open Queue enab...

Page 1606: ...Center Manager Administration 135 requirements for agent 122 verifying 160 pinging License Manager server 1301 planned upgrades what to do 994 popup windows in Citrix environments 233 1184 port requir...

Page 1607: ...ing 1092 1152 problems with 1316 restoring original server configuration 1010 recovering a 1244 restoring the database 1225 retrieving information from CCMS 200 reviewing customer contact history 263...

Page 1608: ...s 1255 journal files 964 journal files in standby server 964 1059 keyword groups for system delivery failure rule 222 498 skillsets for rules 1115 selecting auto response settings for default rule 219...

Page 1609: ...lling 1193 sounds 1188 specifying file attachment size 1183 standby server about 870 active server information 890 adding to CCMA 950 checking prerequisites 908 installing Multimedia software 908 inst...

Page 1610: ...77 logs 1166 requesting 265 verifying 281 text chats refresh timer 1164 third party software pcAnywhere 54 time required 50 backing up multimedia database 1207 installing on a new server 50 standby se...

Page 1611: ...ntact center users to CCT 447 importing terminals and addresses from TAPI to CCT 451 installing NET Framework 361 installing the Sybase ODBC driver 381 license files 525 logging on to CCMS 404 logging...

Page 1612: ...lsets 1148 automatic text 1165 autophrases 1153 changing the URL sequence in Web on hold 1161 closed reasons 1170 configuring mailbox 247 configuring outgoing mailboxes 1150 configuring response addre...

Page 1613: ...12 Windows access rights pcAnywhere 57 Windows Server 2003 applying security policy 1272 configuring backup scheduler 1218 configuring event to trap translator 1255 events 1340 installing Security Con...

Page 1614: ...1614 Contact Center Multimedia Outbound Index Standard 7 16...

Page 1615: ..._____________________________________ _______________________________________________________________________________ 5 What information if any was missing from this book _____________________________...

Page 1616: ...Reader Response Form Reader Response Form...

Page 1617: ......

Page 1618: ...imedia Outbound 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 prior to...

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