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36

LinkPlexer

Installing and configuring pcAnywhere

Standard 3.02

Overview

One copy of pcAnywhere 11.5 is included on the Nortel Contact Center 6.0 
DVD.

If your server is a stand-alone server, with only LinkPlexer 6.0 installed, follow 
the procedures in this section to install and configure pcAnywhere. However, if 
you are installing LinkPlexer 6.0 on a co-resident server with Contact Center 
Manager Server, you do not have to install pcAnywhere, as you can use the 
installation that was already performed with the co-resident Contact Center 
Manager Server.

In the case of co-residency with Communication Control Toolkit, a modem is 
not supported. You must follow the guidelines found in the 

Communication 

Control Toolkit Installation and Maintenance Guide.

 Install pcAnywhere on the 

co-resident Communication Control Toolkit only and LinkPlexer can use the 
same installation.

Summary of Contents for LinkPlexer

Page 1: ...Nortel LinkPlexer Installation and Configuration Guide Product release 6 0 Standard 3 02 October 2007 297 2183 964...

Page 2: ......

Page 3: ...of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach This page and the following page are considered the title page and contain Nortel Networks and thi...

Page 4: ...PCANYWHERE is a trademark of Symantec Corporation...

Page 5: ...ng pcAnywhere 35 Overview 36 Installing pcAnywhere version 11 5 37 Configuring pcAnywhere 11 5 or later 40 Uninstalling pcAnywhere 11 5 49 4 Installing and configuring the Eicon X 25 card 51 Supported...

Page 6: ...07 Configuring the CS 2x00 DMS switch 108 Configuring Contact Center Manager Server to use LinkPlexer 6 0 109 Configuring the ICM TAPI driver to use LinkPlexer 6 0 112 Configuring Periphonics VPS is P...

Page 7: ...exer configuration changes 169 Overview 170 Configuration file changes 171 F Comparison of LinkPlexer across releases 173 Comparison matrix 174 G Softphone message sequence chart 177 Overview 178 Gene...

Page 8: ...viii LinkPlexer Contents Standard 3 02...

Page 9: ...d Configuration Guide 9 C h a p t e r 1 Getting started In this chapter New in this release 10 Overview 12 About LinkPlexer 6 0 13 How to use this guide 23 Skills you need 24 Related documents 25 How...

Page 10: ...inkPlexer 6 0 supports Windows Server 2003 The operating system platform changes affect the following sections Minimum server requirements on page 30 Preinstallation procedures on page 33 License Mana...

Page 11: ...rver or co resident with other Contact Center applications For more information see Co residency on page 19 Eicon configuration updates Updated information for configuring the Eicon card was added Eic...

Page 12: ...rtel LinkPlexer 6 0 application Throughout this guide the term CS 2x00 DMS switch applies to the following switch types Digital Multiplex Switch DMS Communication Server 2000 Communication Server 2100...

Page 13: ...CS 2x00 DMS LinkPlexer is not required With LinkPlexer 6 0 applications can share Directory Number DN association between different applications For example An Interactive Voice Response IVR applicati...

Page 14: ...14 LinkPlexer Getting started Standard 3 02 Network architecture The following diagram shows the general architecture of LinkPlexer 6 0...

Page 15: ...sociation of resources to a single session Two host applications with simultaneous CompuCALL ICM application sessions established with a given switch cannot have the same resource associated with the...

Page 16: ...kPlexer 6 0 operates exactly as if it were connected directly to the CS 2x00 DMS DN association management LinkPlexer 6 0 keeps track of which DNs and agent position IDs are associated with each appli...

Page 17: ...exer 6 0 generates the dv Set Offhook U message and sends it to all connected applications For more detailed information see Appendix G Softphone message sequence chart Application continuity test Con...

Page 18: ...kPlexer 6 0 facilitates the introduction of Nortel applications such as Contact Center Manager Server into existing customer CompuCALL or ICM based networks without the need to displace the existing a...

Page 19: ...cations only if LinkPlexer connects to the CS 2x00 DMS through ICM Co residency is not supported if LinkPlexer uses X 25 to connect to the switch The following table shows co residency support for Lin...

Page 20: ...u can then install and configure LinkPlexer prior to server restart For pertinent startup information see Startup procedures for a Nortel Contact Center solution on page 129 Procedures in this guide a...

Page 21: ...pplicable to controlling CDNs Only one application should attempt to control an individual CDN The applications must also be tolerant of receiving events related to resources with which the applicatio...

Page 22: ...DMS limitation rather that a LinkPlexer limitation This switch limitation is removed in SE SN09 and is made available in SCAI 19 Remote Alarm Monitoring is not supported Engineering guidelines Nortel...

Page 23: ...de This guide provides information about installing and configuring LinkPlexer 6 0 for the Contact Center suite The guide includes details about installing LinkPlexer 6 0 configuring LinkPlexer 6 0 co...

Page 24: ...ndard 3 02 Skills you need This guide assumes familiarity with the following Microsoft Windows 2003 TCP IP networking concepts such as IP address subnet mask and port CompuCALL or ICM on CS 2x00 DMS s...

Page 25: ...tfolio Contact Center What s New in Release 6 0 297 2183 903 Required installation and server data Contact Center Installer s Roadmap see www nortel com pic 297 2183 226 Switch configuration Contact C...

Page 26: ...ation and Maintenance Guide 297 2183 925 Contact Center Manager Server Installation and Maintenance Guide for the Co resident Server 297 2183 218 Contact Center Manager Server Installation and Mainten...

Page 27: ...chnical support for Nortel products is the Nortel Technical Support Web site www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with...

Page 28: ...go to the following Web site to obtain the phone number for your region www nortel com callus Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code ERC to...

Page 29: ...Installation and Configuration Guide 29 C h a p t e r 2 Installation overview In this chapter System requirements 30 Preinstallation procedures 33...

Page 30: ...system is supported Minimum server requirements The minimum server requirements are as follows Intel Xeon 3GHz Microsoft Windows 2003 512 MB RAM 18 GB storage one network interface card NIC If LinkPle...

Page 31: ...server X 25 requirements To connect to CS 2x00 DMS through X 25 the minimum requirements are an EMPC MOC or IOM card on the CS 2x00 DMS switch an Eicon C91 V2 or compatible card on the LinkPlexer 6 0...

Page 32: ...e an alternative modem if it meets the minimum requirements If you cannot achieve satisfactory performance with an alternative modem Nortel can advise you on reverting to one of the recommended modems...

Page 33: ...2003 must be installed on the PC Nortel recommends that pcAnywhere 11 5 is installed on the PC prior to installing LinkPlexer 6 0 An ICM or CompuCALL line to the switch must be in place For more info...

Page 34: ...34 LinkPlexer Installation overview Standard 3 02...

Page 35: ...Configuration Guide 35 C h a p t e r 3 Installing and configuring pcAnywhere In this chapter Overview 36 Installing pcAnywhere version 11 5 37 Configuring pcAnywhere 11 5 or later 40 Uninstalling pcA...

Page 36: ...kPlexer 6 0 on a co resident server with Contact Center Manager Server you do not have to install pcAnywhere as you can use the installation that was already performed with the co resident Contact Cen...

Page 37: ...or 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 drivers on the Li...

Page 38: ...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 Change to choose...

Page 39: ...system asks you to register pcAnywhere select Skip and click Yes to confirm Result The Symantec pcAnywhere window appears 3 Continue with the following procedure to configure pcAnywhere 11 5 ATTENTION...

Page 40: ...uring the pcAnywhere configuration a message indicates that you do not have the rights to modify a setting or create a new caller use the following procedure to change the Windows user access rights f...

Page 41: ...connection with pcAnywhere you must configure your modem before you perform this procedure 1 If it is not already started start pcAnywhere 11 5 by logging on to the server as the local administrator...

Page 42: ...andard 3 02 5 Click Next Result The Connection Wizard Authentication Type window appears 6 Select I want to set up a user name and password to create a new type of authentication 7 Click Next Result T...

Page 43: ...you such as NGenDist 9 In the Password box type the password for the caller account 10 In the Enter the password again box type the same password again 11 Click Next Result The Connection Wizard Summ...

Page 44: ...44 LinkPlexer Installing and configuring pcAnywhere Standard 3 02 15 Right click the account name and click Properties Result The Host Properties account name window appears...

Page 45: ...Installation and Configuration Guide 45 October 2007 Installing and configuring pcAnywhere 16 Click the Settings tab 17 Select Launch with Windows and Run minimized 18 Click the Callers tab...

Page 46: ...r 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 Caller Pr...

Page 47: ...ng and configuring pcAnywhere 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 ca...

Page 48: ...ick 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 y...

Page 49: ...ight click it and select Cancel Host To uninstall pcAnywhere 1 From the Windows Start menu choose Settings Control Panel 2 Double click Add Remove Programs 3 Select Symantec pcAnywhere and then click...

Page 50: ...50 LinkPlexer Installing and configuring pcAnywhere Standard 3 02...

Page 51: ...Installation and Configuration Guide 51 C h a p t e r 4 Installing and configuring the Eicon X 25 card In this chapter Supported configurations for X 25 52 Installing the Eicon X 25 card 53...

Page 52: ...distances of 50 feet or less A normal modem connection for distances greater than 50 feet The following figure shows the X 25 connection configuration to LinkPlexer 6 0 Note The supported modem is th...

Page 53: ...to change any settings on the card 2 Connect the Eicon card and the modem using the V24 cable db25 to db25 3 Install the driver a The driver for Windows 2003 is available from the following Web site...

Page 54: ...54 LinkPlexer Installing and configuring the Eicon X 25 card Standard 3 02...

Page 55: ...tion Guide 55 C h a p t e r 5 Installing LinkPlexer 6 0 In this chapter LinkPlexer 6 0 checklist 56 Installing the iButton software and hardware 57 Installing LinkPlexer 6 0 68 Using Nortel License Ma...

Page 56: ...f a setup exe file and a ReadMeFile txt file Dallas Semiconductor 1 Wire Driver V4 00 pcAnywhere 11 5 iTMEX RTE iButton with USB port adapter and associated keycode Note If using Nortel License Manage...

Page 57: ...ilable USB port of the LinkPlexer 6 0 server Leave any non USB devices plugged in 2 Insert the DVD containing LinkPlexer 6 0 into the DVD drive and using Windows Explorer launch the installation packa...

Page 58: ...58 LinkPlexer Installing LinkPlexer 6 0 Standard 3 02 http www maxim ic com Result The1 Wire Drivers Welcome window appears 3 Click Next Result The License Agreement window appears...

Page 59: ...nse Agreement select I Agree and then click Next Result The Custom Installation Choices window appears 5 Ensure that all check boxes are cleared and then click Next Result The 1 Wire Drivers USB Warni...

Page 60: ...ult folder for installation appears If you want to select an alternative location click Browse or type the path in the Folder box 8 Click Disk Cost to ensure that there is sufficient free space on the...

Page 61: ...g LinkPlexer 6 0 10 Click Next Result The Confirm Installation window appears 11 Click Next to begin the installation Result The Installing 1 Wire Drivers window appears The installation proceeds The...

Page 62: ...ructions dialog box appears 12 Insert the USB adapter and click OK Wait for Windows to detect the new hardware If Windows cannot detect the driver select it manually by browsing to the location where...

Page 63: ...oftware select No not this time and then click Next Result The Found New Hardware This Wizard helps you install software for USB Host Adapter for 1 Wire Network window appears 14 Select Install from a...

Page 64: ...e check box for Search removable media floppy CD ROM 17 Select Include this location in the search 18 Click Browse and navigate to the location where you installed the driver in Step 8 by default C Pr...

Page 65: ...sult The application installs the USB Host Adapter for 1 Wire Network The 1 Wire Net Port Selection window appears The application detects the iButton adapter that is installed and sets up the 1 Wire...

Page 66: ...ll ports for the connected device Result A Warning dialog box appears indicating that the application communicates with all available ports until it finds an iButton device 22 Click OK Result The Auto...

Page 67: ...e window appears Tip If the Auto Detect process fails to locate a device refer to the Troubleshooting section 24 Click Close 25 Restart the LinkPlexer 6 0 server Tip The 1 Wire installation process cr...

Page 68: ...how to install the LinkPlexer 6 0 application from the DVD You need the supplied keycode to complete the installation To install LinkPlexer 6 0 1 Insert the DVD containing LinkPlexer 6 0 into the DVD...

Page 69: ...ick Next Result The Destination Folder window appears Tip The default folder for installation appears Nortel recommends that you use the default location You can change the folder for installation by...

Page 70: ...6 0 Standard 3 02 4 Click Next Result The Installing Nortel LinkPlexer 6 window appears When the installation is complete the InstallShield Wizard Completed window appears 5 Click Finish The LinkPlex...

Page 71: ...ngle detection Click the Check Dongle button and wait approximately 10 seconds If a dongle is detected the Check Dongle box on the Keycode Tracker window displays Connected If the dongle is not detect...

Page 72: ...ndow appears 2 In the Keycode box type the supplied keycode 3 Click Apply Result The LinkPlexer 6 0 KeycodeTracker window closes The KeycodeTracker application closes ATTENTION Perform this procedure...

Page 73: ...pdate the license file on the target License Manager to support the new LinkPlexer license features Note The target License Manager can be NODAL or CORPORATE and can be co resident with or remote from...

Page 74: ...iButton Keycode set UseLicenseManager OFF and restart the LinkPlexer service If LinkPlexer fails to start use the License Manager tool LMConfig exe at the target License Manager to view the licenses a...

Page 75: ...the LinkPlexer 6 0 build version and the operating system It detects and displays information about the Microsoft Windows operating version the build number and date of the installation and the versi...

Page 76: ...ers to the operating system and service pack versions Tracker indicates the current version of the LinkPlexer Tracker application DMS Server File Stamp refers to the version of the file stamp Build In...

Page 77: ...n this chapter Upgrading from LinkPlexer 1 1 to 6 0 78 Upgrading from LinkPlexer 1 2 to 6 0 79 Backing up LinkPlexer and restoring to a new server 80 Backing up LinkPlexer to enable restoration in the...

Page 78: ...tep ensures that there are backup copies of all the LinkPlexer 1 1 files in case of a fault during LinkPlexer 6 0 installation and configuration 3 Make a separate copy of the DMSGlobal ini and DMSLoca...

Page 79: ...ortel LinkPlexer 1 2 2 Copy this folder and consequently all the files to another location This step ensures that there are backup copies of all the LinkPlexer 1 2 files in case of a fault during Link...

Page 80: ...folder and consequently all the files to another location This step ensures that there are backup copies of all the installed files 3 Make a separate copy of the LPConfig ini configuration file which...

Page 81: ...ication In case a fault occurs in the PEP SU installation it is advisable to have a backup copy of the original LinkPlexer 6 0 files To back up LinkPlexer 6 0 1 Locate the LinkPlexer 6 0 folder By def...

Page 82: ...ault operation is assumed to be using License Manager rather than iButton technology A number of new configuration items are introduced that enable configuration related to the License Manager Nortel...

Page 83: ...3 October 2007 LinkPlexer 6 0 procedures 3 Click Yes Result The Setup Initialization window appears When the initialization is complete a Readme file for SU01 appears 4 Read and close the Readme file...

Page 84: ...LinkPlexer LinkPlexer 6 0 procedures Standard 3 02 5 Click Next Result The Resume Installation window appears 6 Click Next to proceed with the installation Result The Installation Progress window appe...

Page 85: ...r 6 0 procedures When the installation is complete the following window appears 7 Click Finish 8 Click Start All Programs Nortel Contact Center LinkPlexer Tracker Result The Tracker application launch...

Page 86: ...86 LinkPlexer LinkPlexer 6 0 procedures Standard 3 02...

Page 87: ...ervice 102 Uninstalling LinkPlexer 6 0 103 Configuring LinkPlexer to use an X 25 connection 106 Configuring LinkPlexer to use a TCP IP connection 107 Configuring the CS 2x00 DMS switch 108 Configuring...

Page 88: ...tional Dynamic configuration items Dynamic configuration items are read less than 10 seconds after the configuration file is modified You can change dynamic configuration items without stopping the Li...

Page 89: ...on Agent contains information about the agent and the section Agent Dynamic contains the dynamic entries pertaining to client connection management LinkPlexer 6 0 sends the dv Appl Logon message to th...

Page 90: ...oved an empty LP_Curr log file is recreated and logging to this file continues 1 50 1 No Dynamic IcmMessageLogg ing Determines whether hex dumps of the ICM messages to and from the switch are logged t...

Page 91: ...s such as Contact Center Manager Server or TAPI 1 65535 Yes Static Agent Dynamic AgentContinuityT est On receipt of a continuity message from the switch this configuration item is read and the appropr...

Page 92: ...a timely fashion are disconnected from LinkPlexer and the agent license becomes available See Client connection management on page 17 for more details ON or OFF OFF No Dynamic AgentPingInterval Secs...

Page 93: ...application that can connect to LinkPlexer 1 50 10 No Static LicenseType The type of License Manager that LinkPlexer connects to NODAL or COPORATE NODAL No Static MaxRetries The maximum number of att...

Page 94: ...ies the address IP or X25 of the switch that LinkPlexer communicates with Valid IP or X25 address Yes Static SwitchPort Specifies the port IP or X25 on the switch that LinkPlexer connects to 1 65535 Y...

Page 95: ...valSecs If the switch does not reply to the message within SwitchReplyTimeout MilliSecs the link to the switch is dropped ON or OFF ON No Static SwitchContinuityI ntervalSecs This configuration item i...

Page 96: ...f the table SCAIGRP 0 32767 Yes Static ServiceID Identifies a service profile for a session An operating company can define functions and parameters in service profiles on the switch Also an operating...

Page 97: ...ble CUSTNTWK 1 4194304 Yes Static ApplicationID Identifies the specific LinkPlexerapplication initiating the logon request 1 32767 Yes Static Password This is used for security purposes and correspond...

Page 98: ...linkset is sent to dv Appl Logon For X 25 connections TcpLinkSetName is not applicable and is not checked by the switch If TcpLinkSetName is sent for X 25 connections the parameter is ignored by the s...

Page 99: ...nd dv Appl Logon message with the dv Appl Logon optional parameter HardReset set to TRUE With the HardReset parameter populated in the dv Appl Logon message the switch removes all data associated with...

Page 100: ...s 1 Agent AgentListenerPort 2500 Agent Dynamic AgentContinuityTest ON AgentPingTest OFF AgentPingIntervalSecs 60 Feature DVSetOffHookGe nerate If DVSetOffHookGen erate is enabled ON LinkPlexer generat...

Page 101: ...SwitchContinuityIntervalSecs 60 Switch Login NetworkNodeID 1 ServiceID 1 ServiceVersion 12 BusinessGroupID 1 ApplicationID 2 Password CHANGEME TcpLinksetName CHANGEME HardReset OFF Feature DvSetOffHo...

Page 102: ...ls Note If LinkPlexer 1 1 is co resident with LinkPlexer 6 0 then the LinkPlexer 1 1 service must be specified as manual To start LinkPlexer 6 0 1 Click Start Settings Control Panel Administrative Too...

Page 103: ...close all running applications and open windows on the desktop including Windows Explorer The uninstall process automatically removes the effects of any PEP SUs that were applied There is no mechanism...

Page 104: ...ing LinkPlexer 6 0 Standard 3 02 4 Click Next Result The Program Maintenance window appears 5 Select Remove and then click Next Result The Remove the Program window appears 6 Click Remove Result The C...

Page 105: ...5 October 2007 Configuring and maintaining LinkPlexer 6 0 7 Click OK to confirm Result The Uninstalling Nortel LinkPlexer 6 window appears When the uninstallation is complete the Installshield Wizard...

Page 106: ...For more information see Configuring the CS 2x00 DMS switch on page 108 2 Configure the parameters in the Switch section of the LPConfig ini file a Set the SwitchLinkType parameter to X25 b Ensure tha...

Page 107: ...ure parameters in the Switch section of the LPConfig ini file a Set the SwitchLinkType parameter to IP b Ensure that the SwitchAddress parameter contains the necessary TCP IP information to connect to...

Page 108: ...DMS switch To configure the CS 2x00 DMS switch the ACD groups information must be specified The required information is specified in the CS 2x00 DMS switch tables by the administrator of the CS 2x00 D...

Page 109: ...configure Contact Center Manager Server to use the LinkPlexer 6 0 application 1 On the Contact Center Manager Server click Start All Programs Nortel Contact Center Manager Server Feature Report Resul...

Page 110: ...as shown the following table Parameter LPConfig ini file parameter CS 2x00 DMS switch table and parameter Network Node ID NetworkNodeID SCAIGRP table NETNODID parameter Service ID ServiceID SCAIPROF...

Page 111: ...ature Report dialog box For more information including information about the relationships between fields and tuples parameters and values in the CS 2x00 DMS switch tables see the Contact Center Manag...

Page 112: ...ice Provider Database Configuration Result The Symposium ICM TAPI Driver for ICM window appears ATTENTION Where Contact Center Manager Server and TAPI associate the same CDN that is under the control...

Page 113: ...Guide 113 October 2007 Configuring and maintaining LinkPlexer 6 0 2 Click the Switch Configuration tab Result The Switch Configuration page appears 3 Under Available switches select the switch to whi...

Page 114: ...ni file and the CS 2x00 DMS switch tables For details see the following table Parameter LPConfig ini file parameter CS 2x00 DMS switch table and parameter Business Group ID BusinessGroupID BGDATA tabl...

Page 115: ...parameter in the LPConfig ini file and by the LINKSET parameter in the CS 2x00 DMS switch SCAICOMS table 8 Click OK to return to the Add ICM customer to switch dialog box 9 In the Links section click...

Page 116: ...address of the LinkPlexer 6 0 server 13 In the Port box type the port number 2500 14 Click OK to return to the Add ICM customers to the switch dialog box 15 Click Save The following figure shows an ex...

Page 117: ...tion 1 Locate the hosts file in C WINNT system32 drivers etc hosts on the Peri ICM server 2 Edit the hosts file by adding the PBX Link IP address using the PBX Configuration Edits for example 192 84 1...

Page 118: ...118 LinkPlexer Configuring and maintaining LinkPlexer 6 0 Standard 3 02...

Page 119: ...tion and Configuration Guide 119 A p p e n d i x A Troubleshooting In this appendix Common problems 120 Frequently asked questions 123 Log files 126 Startup procedures for a Nortel Contact Center solu...

Page 120: ...ning Ensure that the LinkPlexer software is installed and configured correctly To check if LinkPlexer is running access the drive where LinkPlexer is installed and check the LP_Curr log file If LinkPl...

Page 121: ...more information see General USB Troubleshooting in Windows available on the Microsoft Web site www microsoft com or White Paper 6 1 Wire Drivers Installation Guide for Windows which is available on...

Page 122: ...entContinuity message The switch expects a positive acknowledgement RETURN RESULT from the Session Manager within 10 seconds If the Session Manager does not respond the Session Manager connection the...

Page 123: ...e from one server to another LinkPlexer cannot migrate from one server to another However if the LPConfig ini file is backed up in the C Program Files Nortel LinkPlexer folder then you can install Lin...

Page 124: ...r Server and TAPI Both Contact Center Manager Server and TAPI go into a link restart phase trying to reconnect to the switch When LinkPlexer comes up it establishes the connection to the switch and le...

Page 125: ...th Symposium Call Center Server 5 0 and Contact Center Manager Server 6 0 can act as concurrent clients to LinkPlexer 6 0 but they must both use the same log on parameters to the CS 2x00 DMS Note Only...

Page 126: ...e called LP_SndRecvCurr log stored in the Log folder When the log file reaches the dynamic limit defined in the configuration file a backup copy of the log file called LP_SndRecvPrev log is created an...

Page 127: ...ation and Configuration Guide 127 October 2007 Troubleshooting The following figure is an example of LP_SndRcvCurr log In this file hex dumps of the ICM messages to and from the switch are logged to t...

Page 128: ...startup by the following dialog box The following figure is an example of the LP Fatal_Error log file format Notes Log entries are tagged by IP address and port where appropriate to facilitate trackin...

Page 129: ...est calls into the VPS system to ensure the calls are being handled correctly If an outage is planned for Contact Center Manager Server for full backups or SU SUS PEP installation the order in which t...

Page 130: ...eir call arrives at the switch 2 In the case of a LinkPlexer failure all applications lose control of the acquired resources and the calls return to the switch default routing 3 Where resources are sh...

Page 131: ...disks prior to installation or uploading to the server This minimizes any exposure to infected files from outside sources Running antivirus software can place an additional load on the LinkPlexer 6 0...

Page 132: ...132 LinkPlexer Troubleshooting Standard 3 02...

Page 133: ...Guide 133 A p p e n d i x B Configuring LinkPlexer for X 25 CompuCALL In this appendix Overview 134 Configuring the Eicon X 25 card 135 Configuring the X 25 modems 144 CS 2x00 table definitions for c...

Page 134: ...by the Multi Protocol Controller on the SCAI interface on the CS 2x00 DMS Specific tables on the CS 2x00 DMS must be configured to enable this communication An Eicon C91 V2 or compatible X 25 card mus...

Page 135: ...guration window appears 2 On the left pane click the plus sign next to EiconCard 3 Click X 25 Result The X 25 General configuration items appear in the right pane 4 Set the X 25 Version field to eithe...

Page 136: ...mum field to match the L2WINDOW parameter on the MPCLINK table Set the Default field to match the L3WINDOW parameter on the MPCLINK table 6 Click the VC tab Result The X 25 VC configuration items appe...

Page 137: ...Configuration Guide 137 October 2007 Configuring LinkPlexer for X 25 CompuCALL 8 Click the Timers tab Result The X 25 Timers configuration items appear in the right pane You can use the default values...

Page 138: ...nkPlexer Configuring LinkPlexer for X 25 CompuCALL Standard 3 02 9 Click the Advanced tab Result The X 25 Advanced configuration items appear in the right pane You can use the default values for this...

Page 139: ...tion Guide 139 October 2007 Configuring LinkPlexer for X 25 CompuCALL 10 On the left pane under X25 click HDLC Result The HDLC General configuration items appear in the right pane You can use the defa...

Page 140: ...ed configuration items appear in the right pane 12 Under Timers in the Check Point T1 box enter 5000 Note The default timer in the CS 2x00 DMS is 5000 milliseconds ms and the Eicon default is 2900 ms...

Page 141: ...nfiguration Guide 141 October 2007 Configuring LinkPlexer for X 25 CompuCALL 14 On the left pane click Direct Result The Direct configuration items appear in the right pane You can use the default val...

Page 142: ...Configuring LinkPlexer for X 25 CompuCALL Standard 3 02 15 On the left pane under Direct click Sync Result The Sync General configuration items appear in the right pane You can use the default values...

Page 143: ...mpuCALL 16 Click the Delay tab Result The Sync Delay configuration items appear in the right pane You can use the default values for this window 17 On the File menu click Save to save any changes Resu...

Page 144: ...n the CS 2x00 DMS Subgroup Option PC modem choice DMS modem choice Modem options DCE Rate 19200 19200 V 34 Modulation Enabled Enabled V 34 Rate Threshold Low Low V 34 Asymmetric Rate Disabled Disabled...

Page 145: ...Disabled MNP Protocol Disabled Disabled Mode Direct Buffer Mode Direct Mode DTE Flow Control Disabled Disabled DCE Flow Control Disabled Disabled XON XOFF Pass Through Disabled Disabled Inactivity Tim...

Page 146: ...Wait Delay 2 seconds 2 seconds Pause Delay 2 seconds 2 seconds Call Timeout 30 seconds 30 seconds Answer Ring 1 1 Autocallback Disabled Disabled DTE options Data Operation Sync Sync AT Command Set Dis...

Page 147: ...SK mode V34 Only V34 Only SNHDSK mode V34 Auto V34 Auto Max DCE Rate 19200 19200 Operating Mode Sync Data Sync Data Network options Network Select PL 2W PL 2W SN TX Level Permissive Permissive PL TX L...

Page 148: ...Answer 1 1 Fall Fwd Backward Disabled Enable Trallis Enable Enable Retrain Options Forever Forever Long Space Disc Enable Enable Speaker Control Off in data Off in data Speaker Volume Medium Medium M...

Page 149: ...e Disable Dial Type DTMF DTMF Pause Time 2 sec 2 sec Wait Dialtone 4 sec 4 sec Protocol options Async Protocol Auto Rel Mode Auto Rel Mode Compression Enable Enable Break Handling TMD Non EXP DST TMD...

Page 150: ...Standard 3 02 PL Card Domestic Domestic DTECARD EIA232E EIA232E Modem Firmware 8910 Rev R 8910 Rev R Receive Level 10 3 dBm 10 3 dBm Signal to Noise 40 dBm Symbol Rate 2400 2400 EQLR Quality 99 0 db...

Page 151: ...ransport is provided through the Multi Protocol Controller MPC card installed on the DMS I O Controller IOC The MPC table identifies the MPC card hardware to the Controller Module CM and requires one...

Page 152: ...the Eicon card configuration LINKKEY LINKALM PRTCLDAT 0 3 Y X2584 0 0 SVCS2WAY 20 CLKSRCE EXTERNAL NODETYPE DCE L3WINDOW 7 L3DATA P256 THRUPUT T19200 T2_10MS 125 SVCDNA 111111111 IOCCCT 0 4 8 12 16 20...

Page 153: ...link PRTCLDAT Protocol data area The PRTCLDAT contains selector subfield PROTOCOL to identify an applicable version of X 25 for CompuCALL customers PROTOCOL X2580 or X2584 Link protocol data Specifie...

Page 154: ...hruput 19 200 bps L3DATA P16 P32 P64 P128 P256 P512 P1024 P2048 P4096 Level 3 data packet size Default is P128 SVCDNA SVCDNA SVC address 1 to 15 digit number remote from LinkPlexer L2WINDOW 1 127 Leve...

Page 155: ...C 0 3 111111111 0 0 0 0 SVC MN CR N ENHASSOC 100 CONTAUD Y 15 5 10 N L3MODULO MOD8 or MOD128 Numbering scheme for end to end messaging at level 3 Maximum number of unacknowledged messages allowed at l...

Page 156: ...ress DNA 111111111 local address of LinkPlexer PROTOCOL Table of 4 0 255 Closed User Group Protocol 3 1 128 LINKTYPE SVC PVC Link Type SVC MINALARM MN MJ CR MAXALARM MN MJ CR AUTOSVCAB ORT Y N ENHASSO...

Page 157: ...s the switch sends a continuity test message TERMINET Y N Allows the end user to terminate the session when the host does not send an appropriate response Field Subfield or refinement Data Type Range...

Page 158: ...onfiguring LinkPlexer for X 25 CompuCALL Standard 3 02 OPTIONS LINKSET Maximum 8 links List of links from table SCAICOMS LAB8LNK1 LAB8LNK2 LAB8MPC1 Field Subfield or refinement Data Type Range Explana...

Page 159: ...Installation and Configuration Guide 159 A p p e n d i x C CS 2x00 DMS table definitions and examples In this appendix Overview 160 Table definitions 161...

Page 160: ...and examples Standard 3 02 Overview This appendix refers to Configuring the CS 2x00 DMS switch on page 108 It provides the table definitions and examples of the table contents that are relevant for a...

Page 161: ...address in this table must match the IP address of the host application or the switch does not allow logon With the ENHASSOC feature a maximum of 100 CDNs can be acquired on this link Nortel recommend...

Page 162: ...AISSRV The SCAISSRV table acts as a reference table for CompuCALL service categories This table sets the type of data you receive during the call flow for each type of CompuCALL message This table can...

Page 163: ...listed in tables IPHOST and IPROUTER SCRNFLAG must always be set to N By default all ICMP messages go out the first EIU datafilled in this table In this case it is tuple 1 This IP address of 1 is the...

Page 164: ...e switch LMS and message switch MS The IP throttling numbers datafilled in this table derive the level of such throttling to and from each of the IP hosts Throttling capacity fields should not be zero...

Page 165: ...Installation and Configuration Guide 165 A p p e n d i x D DN association management In this appendix DN association management examples 166...

Page 166: ...ation management examples LinkPlexer 6 0 uses DN association management to ensure that DNs or agent position IDs that are associated with a particular The following figures demonstrate examples of DN...

Page 167: ...ication is the last application referencing the DN agent position ID If another application is currently referencing the DN agent position ID a RETURN RESULT message is sent back to the requesting age...

Page 168: ...not guarantee DN association management Neither Contact Center Manager Server nor Communication Control Toolkit use the define operation The management of CDN state DEFAULT CONTROLLED REVERT TO DEFAU...

Page 169: ...Installation and Configuration Guide 169 A p p e n d i x E LinkPlexer configuration changes In this appendix Overview 170 Configuration file changes 171...

Page 170: ...02 Overview As discussed in LinkPlexer 6 0 configuration on page 88 configuration file changes occurred between LinkPlexer 1 1 and LinkPlexer 1 2 These changes also apply between LinkPlexer 1 1 and Li...

Page 171: ...roller the slow response can lead to LinkPlexer 1 1 failing to complete the logon process initiated by Contact Center Manager Server This feature was removed in LinkPlexer 1 2 and is not supported in...

Page 172: ...172 LinkPlexer LinkPlexer configuration changes Standard 3 02...

Page 173: ...Installation and Configuration Guide 173 A p p e n d i x F Comparison of LinkPlexer across releases In this appendix Comparison matrix 174...

Page 174: ...The functionality available in LinkPlexer 1 1 is enhanced in LinkPlexer 1 2 LinkPlexer 6 0 as discussed in DN association management on page 16 Connectivity of ICM application to CompuCALL All release...

Page 175: ...SsendX log and DMSrecvX log files of LinkPlexer 1 1 are amalgamated into LP_SndRcvCurr log in LinkPlexer 1 2 and LinkPlexer 6 0 This is discussed in Log files on page 126 In LinkPlexer 1 2 and LinkPle...

Page 176: ...specification increased to support minimum specification for Windows 2003 Installation and upgrade LinkPlexer 1 1 halts installation on non supported operating systems LinkPlexer 1 2 and LinkPlexer 6...

Page 177: ...Installation and Configuration Guide 177 A p p e n d i x G Softphone message sequence chart In this appendix Overview 178 Generation of dv Set Offhook U message sequence 179...

Page 178: ...178 LinkPlexer Softphone message sequence chart Standard 3 02 Overview This appendix refers to the feature Generation of dv Set Offhook U on behalf of a softphone on page 17...

Page 179: ...cation Control Toolkit enabled softphone When a physical phoneset is used to make the outbound call the CS 2x00 DMS sends a dv Set Offhook U message at the time the physical phone goes offhook When Co...

Page 180: ...180 LinkPlexer Softphone message sequence chart Standard 3 02...

Page 181: ...pt have an associated application The application has the same name as the script it represents 2 A program that runs on a computer automatic call distribution A means of automatically distributing an...

Page 182: ...s an ACD group the call is routed to any agent who is a member of that group B bps Bits per second C Calling Line Identification An optional service that identifies the telephone number of the caller...

Page 183: ...Center Manager Administration server Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed This server acts as the middle la...

Page 184: ...el port of a server connected to a CS 2x00 DMS switch that authenticates the serial number required at the time of server installation E EMPC Enhanced Multi Protocol Controller EIU Ethernet Interface...

Page 185: ...e an IP address IOC IO controller IP address See Internet Protocol address IVR See Interactive Voice Response L LAN See local area network LinkPlexer A Windows 2003 Server application that enables mul...

Page 186: ...ircuit switch See telephony switch T TAPI See Telephony Application Program Interface TCP IP See Transmission Control Protocol Internet Protocol Telephony Application Program Interface An interface be...

Page 187: ...arge geographical area Typically a WAN consists of two or more local area networks LANs The largest WAN in existence is the Internet X X 25 A standard interface protocol to a public packet switched da...

Page 188: ...188 LinkPlexer Glossary Standard 3 02...

Page 189: ...nfiguration X 25 52 configuration items 88 90 dynamic 88 mandatory 88 optional 88 static 88 configuring Contact Center Manager Server 109 Eicon X 25 card 53 135 GDC modem 147 ICM TAPI driver 112 pcAny...

Page 190: ...efits 18 common problems 120 configuration file 88 co resident architecture 15 features 15 installing 68 limitations 21 starting 102 uninstalling 103 upgrading from 1 1 to 6 0 78 upgrading from 1 2 to...

Page 191: ...services stopping 129 ServiceVersion 96 session management 16 starting LinkPlexer 102 pcAnywhere 39 Tracker application 75 static configuration items 88 supported modems 31 52 switch requirements 32...

Page 192: ...to 6 0 78 from LinkPlexer 1 2 to 6 0 79 UseLicenseManager 93 V V 3600 modem configuring 144 W Windows access rights pcAnywhere 40 X X 25 requirements 30 31 supported configurations 52 X 25 card config...

Page 193: ...________________________ _______________________________________________________________________________ 5 What information if any was missing from this book __________________________________________...

Page 194: ...Reader Response Form Reader Response Form...

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