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Nortel LinkPlexer

Installation and Configuration Guide

Product release 6.0

Standard 3.02

October 2007

297-2183-964

Содержание LinkPlexer

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

Страница 2: ......

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 194: ...Reader Response Form Reader Response Form...

Страница 195: ......

Страница 196: ...ary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violatio...

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