Nortel Contact Center Manager, Installation And Maintenance Manual

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Installation and Maintenance Guide 291
October 2007 Upgrading from SWCP Release 4.0
„
If you are upgrading from SWCP 4.0 Web communications to Contact
Center Multimedia 6.0 Web communications, there should be no
outstanding contacts. All Web communications contacts that are in an open
or new state must be closed prior to performing the upgrade. The
outstanding Web communication session cannot be completed after the
upgrade.
„
Contact Center Multimedia 6.0 Web communications uses an improved
architecture. The Web services infrastructure uses application builder to
easily integrate it capabilities into your Web site. You must make some
modifications to your existing SWCP application to function in the Contact
Center Multimedia environment. You can still reuse the presentation layer
of your application, however the logic of the application must 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.
What you need
The following checklist contains the software and equipment you must have to
upgrade Contact Center Multimedia/Outbound 6.0.
Description Done
All tasks and procedures 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 Nortel Contact Center DVD is available.
❑
The Contact Center Manager server is installed and operational for
voice contacts. For more information, see the
Contact Center Manager
Server Installation and Maintenance Guide.
❑
The Contact Center Manager License Manager file is installed 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.
❑