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NCCM AdministrationTech Requirements and OS Config
NCCM AdministrationTech Requirements and OS Config
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September 2007 Contents
Contents
1 Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 12
Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2 Server requirements 29
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . 45
Server performance requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
3 Client PC requirements 51
Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Client software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Client backward compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Multiple applications and the Contact Center Manager Client. . . . . . . . . . . . 59
Index 105
Getting started
In this chapter
New in this release 8
Overview 10
About Contact Center Manager Administration 12
Network components 17
Related documents 22
Skills you need 25
How to get help 26
The following sections detail what is new in the Nortel Contact Center Manager
Administration Technical Requirements and Operating System Configuration
Guide (297-2183-213) for release 6.02.
“Features” on page 8
“Other changes” on page 8
Features
See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information
This is a new guide that describes what must be done to a new server before the
Contact Center Manager Administration server software is installed. It contains
the following sections from the Contact Center Manager Administration
Installation and Maintenance Guide:
“About Contact Center Manager Administration” on page 12
“Server hardware requirements” on page 31
“Disk partitioning requirements” on page 36
“Port usage” on page 41
“Install and configure Windows Server 2003” on page 64
“Configure Data Execution Prevention” on page 76
Other changes
See the following sections for information about changes that are not feature-
related.
“Data Execution Prevention” on page 9
“Modem requirements” on page 9
Modem requirements
The section “Application server hardware requirements” on page 32 contains
updates to modem requirements.
Overview
This guide describes the prerequisites for installing Contact Center Manager
Administration 6.0 and provides information and procedures to help you
complete the following tasks:
understanding the hardware requirements for a Contact Center Manager
Administration Release 6.0 server platform
installing and configuring the Windows Server 2003 Enterprise or Standard
Edition operating system
Before you read this guide, Nortel recommends that you read the Contact Center
Planning and Engineering Guide and the Contact Center Installer’s Roadmap.
Access rights
This guide assumes that you have administrator access rights to perform the
procedures in this guide. You must log on to the server with Administrator
privileges to install the server software and run the server utilities.
designer fixes and patches. If you attempt to install or uninstall Contact Center
Manager Administration, future Service Updates, Service Update Supplements,
or designer fixes and patches using a different Administrator account, the
installation or uninstallation will fail.
Timing
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 2
hours
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
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 specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
DVD Drive: Internal IDE 8X DVD-ROM
Configuration
Use the Configuration component to configure and administer Contact Center
Manager Server.
You can use the CS1000 (M1) Data Extraction Tool to extract configuration
data from the CS 1000 PBX switch, and then upload that data to the Contact
Center Manager Server by using Contact Center Manager Administration
Configuration spreadsheets. For more information, see the Contact Center
Manager Administrator's Guide. Note that the CS1000 Data Extraction Tool is
intended for use with the CS 1000 PBX switch only; it does not support the
CS 1000 Internet Enabled switch.
If you are on-site configuring a customer’s contact center, you can upload your
Contact Center Manager Configuration Tool spreadsheets by using the
Configuration component of the customer’s Contact Center Manager
Administration application.
Scripting
The Contact Center Manager Server uses scripts to route calls. With the
Scripting component, you can create and modify call routing instructions for
your contact center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
You can also apply thresholds to your applications, and edit application
threshold classes using the Scripting component.
The Scripting component also includes a validation tool that checks your scripts
for errors before they run.
Real-Time Reporting
Use the Real-Time Reporting component to view call activity information. Real-
time displays are available for both single node and multinode sites.
Historical Reporting
Use Historical Reporting to obtain standard reports about the past performance
of the contact center, contact center configuration data, and Access and Partition
Management configuration data of the Contact Center Manager Administration
server.
Detailed reports for specific events that have occurred in the contact
center
and more
Report Creation Wizard reports imported from the Report Creation Wizard
component
User defined reports created from standard reports to run as ad-hoc and
scheduled reports
User created reports (created using Crystal Reports) imported to Contact
Center Manager Administration
After you create reports with Report Creation Wizard, you can work with the
reports in the Historical Reporting component, and use the same access
permissions, partitions, and filters that you use with any other report. You can
also use the Historical Reporting interface to schedule reports that you create
with Report Creation Wizard.
Emergency Help
The Emergency Help feature is a notification panel on the browser whereby
supervisors are alerted when an agent presses the Emergency key on their
phoneset.
Agents press the Emergency key when they require assistance from the
supervisor (for example, if a caller is abusive). The Emergency Help panel
displays information about the agent, including the agent’s name and location,
and displays the time when the Emergency key was pressed.
Audit Trail
Audit Trail records the actions performed in Contact Center Management,
Access and Partition Management, Historical Reporting, Scripting, and
Configuration. The Audit Trail also identifies the user ID of the person who
made the changes.
Outbound
Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns. You can use this tool to define campaign parameters,
import and review call data, create agent call scripts, and monitor campaign
results.
The Agent Desktop interface for Outbound runs on the agent desktop during
campaigns. This interface presents outbound contacts to agents, provides agents
with preview dial capability, displays agent call scripts (if configured), and
saves disposition codes and script results.
Network components
This section describes the data network components of Contact Center Manager
Administration. For more information about the network components of the
entire Contact Center 6.0 product suite, consult the Contact Center Planning
and Engineering Guide.
Network architecture
Depending on your requirements, you have four basic configuration options for
your Contact Center Manager Administration server and Contact Center
Manager Server components.
HDX Application
Customer LAN
Server
Call Server
ELAN Subnet
Media
Gateway
Signaling CCMS CCMA
Server Client PC
VGMC
VGMC
VGMC
Routing Firewall
Switch (Optional) Client PC
Modem
HDX Application
Customer LAN
Server
Call Server
ELAN Subnet
Media
Gateway
Signaling CCMS CCMA CCMA
Server Client PC
VGMC
VGMC
VGMC
Routing Firewall
Switch (Optional) Client PC
Modem
Multiple Contact Center Manager Administration servers can share the same
user data (or user preferences) by using replication. For information about
replication and the limitations on data sharing, see the Contact Center Manager
Administration Installation and Maintenance Guide.
Call ELAN
Server Subnet
Media
Gateway Signaling CCMS
Server
VGMC
VGMC
VGMC
Nortel Server
Subnet
VPN
Router
1100
Modem
HDX Application
Customer
Server
LAN
VGMC
VGMC
POP3/SMTP
ing Firewall DNSMail Server
Serve (Optional)
r Enterprise
LAN /
Nortel Server Subnet WAN
DMZ
VPN (Optional)
Router
1100 TACACS or
RADIUS
Modem
PST
Internet Firewall
N
Modem
Remote-Support
Remote-Agent
Call ELAN
Media Server Subnet
Gateway CCMS
VGMC
VGMC
VGMC
Signaling
Server
Nortel Server
Subnet
VPN
Router
1100
Modem
Call ELAN
Server Subnet
Media
Gateway Signaling CallPilot CCMS CCMA CCT
Server
VGMC
VGMC
VGMC
Nortel Server
Subnet
VPN
Router
1100
Modem
HDX Application
Customer
Server
LAN
VGMC
VGMC
PST
Internet Firewall
N
Modem
Remote-Support
Remote-Agent
Call ELAN
Media Server Subnet
Gateway CallPilot CCMS CCMA CCT
VGMC
VGMC
VGMC
Signaling
Server
Nortel Server
Subnet
VPN
Router
1100
Modem
Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).
This section describes the skills and knowledge you need to use this guide
effectively.
This section explains how to get help for Nortel products and services.
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:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
open and manage technical support cases
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
www.nortel.com/erc
Server requirements
In this chapter
Overview 30
Server hardware requirements 31
Disk partitioning requirements 36
Server software requirements 37
Port usage 41
Domains and Windows Server 2003 security policies 45
Server performance requirements 46
Overview
This chapter provides a summary of the hardware and software requirements for
the Contact Center Manager Administration server.
For information about the service packs that are validated with Contact Center
Manager Administration, see the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List at www.nortel.com.
Materials
Check that you have the following materials before completing the procedures in
this guide:
Microsoft Windows Server 2003 Enterprise or Standard Edition CD-ROM
the latest service pack for Windows Server 2003 that are validated with
Contact Center Manager Administration. You can obtain this information
from the Contact Center Portfolio Service Packs Compatibility and
Security Hotfixes Applicability List at www.nortel.com.
Hardware platforms
Contact Center Manager Administration Release 6.0 supports hardware that
meets the minimum requirements as described in “Application server hardware
requirements”, regardless of the manufacturer. The server must also meet the
requirements of the Microsoft Hardware Compatibility List for the applicable
Windows Server 2003 operating system. For more information, see the
Microsoft Web site at www.microsoft.com.
Specific hardware requirements depend on your contact center size. The table on
page 32 lists both the minimum and recommended requirements. Although
Nortel recommends that you follow the recommended guidelines, the specific
requirements for a contact center vary, based on the number of agents, call rate,
and other factors.
To identify the platform that meets the capacity requirements of your contact
center, use the Capacity Assessment Tool, which is available from the Partner
Information Center (PIC) Web site. You can also consult the Contact Center
Planning and Engineering Guide for expected performance measurements and a
more complete and detailed list of requirements. This document is also available
from the PIC section of the Nortel Web site at www.nortel.com/pic.
Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
CPU Intel-based CPU 2.8 GHz Single Xeon Pentium IV, Intel Xeon
(Xeon or Pentium or Pentium IV. (32- and 64-bit), and
IV), 2 GHz Note that Contact Intel Xeon DP.
Center 6.0 CapTool Dual- and quad-CPU
must be used to machines are supported
determine with or without
appropriate CPU Hyperthreading enabled.
required. Non-supported
processors include:
Pentium III, Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
Hard disk type SCSI, SATA or IDE SCSI or SATA At this time, a SAN
(Storage Area Network)
configuration is not
supported.
Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
DVD ROM one DVD ROM drive one DVD ROM drive
Video card one video card and one video card and 1024 x 768 minimum
monitor monitor resolution
Modem for 33.6 KB/s minimum 33.6 KB/s minimum A modem is required only
remote if you use a modem as your
technical method of access to remote
support technical support
Virtual Private VPN connection VPN connection VPN is required only if you
Network using a Nortel VPN using a Nortel VPN use VPN as your method of
(VPN) for router is router is access to remote technical
remote recommended recommended support
technical
support
For example, there can be separate disk partitions for the operating system, the
application software, and the shared folders that are required for exporting
historical reports, or everything can be installed and configured on the same disk
partition.
Nortel recommends that you install the operating system and Contact Center
Manager Administration on an NT File System (NTFS) partition because File
Allocation Table (FAT) partitions do not support security.
Please note the following guide lines for disk partitioning based on disk size
requirements.
The minimum hard disk space requirement of 20 GB can be divided as
follows (These are approximate figures and vary from contact center to
contact center):
Windows 2003 Server operating system (with a virtual memory of 512
MB * 1.5), including operating system patches, the page file, and so on:
Minimum 4 GB.
Third-party software, such as antivirus software and pcAnywhere, plus
the Contact Center Manager Administration application software:
Minimum 2 GB.
Historical report storage (based on a contact center with 45 supervisors,
each with 300 MB of storage): Minimum 14 GB. (If less storage is
required, then you can reduce the 20 GB minimum accordingly.)
Total: Minimum: 20 GB.
This section describes the software requirements for the Contact Center
Manager Administration server.
ATTENTION
Contact Center Manager Administration is supported on
Windows Server 2003 Release 2; however, Nortel does not
support the following new optional features provided on
CD 2 of the Windows Server 2003 Release 2 installation
CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Contact Center
Manager Administration on a server with the optional
Windows Server 2003 Release 2 components listed above,
your Contact Center Manager Administration installation will
fail. For information about installing Windows Server 2003
Release 2 without the optional features, or about removing the
optional features from the operating system, see “To install
Windows Server 2003” on page 65.
International versions
supported
Operating system See Note 1. Minimum service pack
Note 1: The Contact Center Manager Administration language packs are not
available for French, German, Japanese, and Traditional Chinese.
Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server. Installing the operating system on a
clean server eliminates the possibility of carrying over incorrect settings from
the previous Windows installation.
For the purpose of this guide, all references to Windows Server 2003 apply to
Windows Server 2003 Standard Edition and Windows Server 2003 Enterprise
Edition, unless it is explicitly stated otherwise.
Service packs
Nortel tests all new operating system service packs for compatibility with its
Contact Center 6.0 product suite. Nortel recommends that customers wait until
Nortel completes compatibility testing before applying new service packs. For a
complete list of service packs that are validated with Contact Center Manager
Administration, see the Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List at www.nortel.com.
Security patches
Because of the number of security patches issued for operating systems, Nortel
recommends that you create a systematic and accountable process for
identifying and applying security patches. For best practices guidelines, refer to
the National Institute of Standards and Technology (NIST) Special Bulletin 800-
40, Procedures for Handling Security Patches.
Nortel incorporates the latest operating system security recommendations and
patches into an integrated solutions testing strategy during each test cycle. For a
complete list of security patches that were tested for compatibility, go to the
Partner Information Center section of the Nortel Web site at www.nortel.com/
pic.
ATTENTION
Always perform a full system backup before installing a new
service pack or security patch to allow for system rollback, if
required.
If Contact Center Manager Administration does not function
correctly after applying the service pack or security patch, you
must remove the service pack or security patch. Next, you
must revert to the most recent full system backup before the
service pack or security patch was applied.
Nortel does not provide these CALs. Consult Microsoft for the latest
information. Nortel does not accept any liability for end-user compliance with
Microsoft licensing agreements.
Port usage
The following table lists the TCP/UDP ports that Contact Center Manager
Administration uses with the Contact Center Manager Server. You can use this
information for items such as firewall implementation, or identifying potential
port conflicts within the client PC or the Contact Center Manager
Administration server. To minimize the potential points of failure in a nodal
contact center setting, ensure that the Contact Center Manager Server and the
Contact Center Manager Administration server are on the same subnet.
TCP Ports 389 for proper ADAM functionality. Port 389 Contact Center Manager
and 636 is for LDAP, and port 636 is for SSL. Administration server
While you install Contact Center
Manager Administration on a server that
runs Windows Server 2003, these ports
usually appear by default in the Port
Configuration for ADAM installation
window. If the values 50000 and 50001
appear instead, it means that port
numbers 389 and 636 are already taken.
In this case, you can either accept the
new values, or choose other ports for
security reasons.
TCP Port 3389 for remote desktop connection Contact Center Manager
Administration server.
Remote Desktop Connection
for support purposes. (Only
required if your are using
Remote Desktop Connection
for the remote connection
tool.)
TCP Port 25 for the Historical Reporting component Contact Center Manager
(SMTP) to send e-mail notifications when reports Administration server
are printed and saved
TCP Port used by the Nameservice process located Contact Center Manager
10 000 on the Contact Center Manager Administration server
Administration server (nbnmsrvc.exe), it The default port for the third-
permits communication between the party software, Veritas
Contact Center Manager Administration Backup Exec, is port 10 000.
server and the server in Contact Center This conflicts with the default
Manager Server. port used by the Contact
Center Manager
Administration Toolkit
NameService. To avoid
issues with Contact Center
Manager Administration
functionality when using
Veritas Backup Exec, you
must change the default port
of Veritas Backup Exec to
another port number that is
not being used by the
network.
Based on your network configuration and the amount of access to the Contact
Center Manager Administration server that is required (for example, for print
servers and file sharing), you may also need to configure domain trust
relationships and firewalls. For more information about this additional
configuration, consult the Microsoft guidelines on Windows Server 2003
networking.
Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the Contact Center Manager Administration
server is running Windows Server 2003 and you add the server to a Windows
2000 domain controller, you can apply only the Windows 2000 group security
policies that are common to Windows Server 2003. All new Windows Server
2003 security policies that are not available in the Windows 2000 domain
controller must be controlled by the Windows Server 2003 local security policy.
If the server is running Windows Server 2003 and you add the server to a
Windows Server 2003 domain controller, you can define the security policies in
the Organizational Unit (OU) of the Contact Center Manager Administration
server and combine this with the local server security policies for an effective
security setting.
You may need to adjust your group policies for Contact Center Manager
Administration or exclude the Contact Center Manager Administration server
from a specific group policy if conflicts are identified. For more information
about group policies and Contact Center Manager Administration, see the
Contact Center Manager Administration 6.0 Security Guide for Windows Server
2003. This guide is available to distributors and channel partners who have
access to the Partner Information Center Web site (accessible from
www.nortel.com/pic).
Contact Center Manager Server sends nodal real-time display multicast data to
the Contact Center Manager Administration server. The impact of this data is
described in the Contact Center Planning and Engineering Guide.
The unicast communication channel can connect the client to the Contact Center
Management Application server to facilitate the running of the network
consolidated displays in circumstances where multicast is not available.
Agent Desktop Display (used by agents for real-time skillset monitoring) and
Emergency Help notifications (used by supervisors to be alerted whenever
agents press the Emergency key on their phoneset) are not available on client
PCs that receive only unicast data. Both of these features require multicast data
transmission.
Call ELAN
Server Subnet
Signaling CCMS
Server
Raw data
Nortel Server
Subnet
Consolidated data
Customer
Consolidated data
LAN
CCMS CCMA
Signaling
Consolidated data
Server
Raw data
Enterprise
LAN /
Nortel Server Subnet
WAN
Internet Firewall
Client PC
Consolidated data
Call ELAN
Server Subnet
CCMS
Signaling
Server
Nortel Server
Subnet
Raw data
Use the Capacity Assessment Tool to estimate the total LAN/WAN impact of
multicast NCRTD traffic. For more information about the Capacity Assessment
Tool and the LAN/WAN impact, see the Contact Center Planning and
Engineering Guide.
You can also use the Contact Center Manager Administration CPU utilization
analysis spreadsheet to estimate the CPU impact on the Contact Center Manager
Administration server and to estimate the CPU impact from the real-time
displays on the client PC. This spreadsheet is available on the Channel
Readiness portion of the Partner Information Center (PIC) Web site at
www.nortel.com, within the Contact Center Manager Administration section
(you require level 4 access to download this file).
This traffic can also be sent over the WAN in response to remote client requests.
Whereas the Contact Center Manager Administration server sends only one
multicast stream to each site that requests multicast real-time data, the Contact
Center Manager Administration server sends multiple streams of unicast real-
time data according to the following rules.
For a particular client PC, the server sends only one stream to support at least
one display of the same data type. There are 12 data streams which include 6
streams for each type of data that is viewed in either of the two data collection
modes (interval to date or moving window), as follows:
6 streams of interval to date data (agent, skillset, application, nodal, IVR,
and route)
6 streams of moving window data (agent, skillset, application, nodal, IVR,
and route)
For example, if the same client opens two Agent/moving window displays, the
server sends only one Agent/moving window data stream.
The size of each data stream is identical to the corresponding multicast stream.
The following diagram shows the single, shared multicast stream, which can
provide data to any number of clients, and the unicast streams dedicated to each
of the unicast clients. To help you estimate the network traffic impact on both
the Nortel server subnet and WAN when deploying the Contact Center Manager
Administration server, you can use the Contact Center Manager Administration
multicast and unicast traffic analysis spreadsheet. This spreadsheet is available
on the Channel Readiness portion of the Partner Information Center (PIC) of the
Nortel Web site at www.nortel.com, within the Contact Center Manager
Administration section (you require level 4 access to download this file).
Unicast
Customer LAN
Client PCs
Unicast
Call Server
ELAN Subnet
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
Client PC requirements
In this chapter
Client hardware requirements 52
Client software requirements 55
Client backward compatibility 58
Multiple applications and the Contact Center Manager Client 59
The following requirements are applicable to the Supervisor Client machine, but
can also be applied to computers that run Agent Desktop Display.
You can also consult the Contact Center Planning and Engineering Guide for
expected performance measurements and a more complete and detailed list of
requirements.
Video card one video card and one video card and 800 x 600 pixels minimum
monitor monitor resolution
Serial ports one serial port (if one serial port (if
connection of the M1 connection of the M1
Data Extraction Tool Data Extraction Tool
to the M1 switch to the M1 switch
using a serial port is using a serial port is
required) required)
You require 20 MB of available hard disk space for the Agent Desktop Display
component
If you connect to the Meridian 1 PBX switch, you can use either the client PC or
the Contact Center Manager Administration server as long as the system you use
has a serial port. The Meridian 1 PBX Data Extraction Tool is intended for use
with the Meridian 1 PBX switch only; it cannot support the Meridian 1 Internet
Enabled switch.
The following table lists the operating system requirements for Contact Center
Manager Administration client.
International versions
Operating system supported (See Note 1) Minimum service pack
Note 1: Client operating system must be of the same language family as the
Contact Center Manager Administration server.
Service packs
Nortel tests new service packs for operating systems for compatibility with its
Contact Center 6.0 product suite. Nortel recommends that customers wait until
Nortel completes compatibility testing before applying new service packs. For a
complete list of service packs that were tested for compatibility, see the Partner
Information Center section of the Nortel Web site at www.nortel.com/pic.
ATTENTION
Always perform a full system backup before applying a new
service pack. This will allow you to rollback the system to a
previous state, if required.
Security Patches
Because of the number of security patches issued for operating systems, Nortel
recommends that you create a systematic and accountable process for
identifying and applying security patches. For best practices guidelines, refer to
the National Institute of Standards and Technology (NIST) Special Bulletin 800-
40, Procedures for Handling Security Patches.
ATTENTION
To rollback the system to a previous state, if required, always
perform a full system backup before you install a new security
patch.
If Contact Center Manager Administration does not function
correctly after you apply the security patch, you must remove
the security patch and revert to the most recent full-system
backup before you applied the security patch.
When you use the client PC to connect to a server that runs Contact Center
Manager Administration, the system automatically downloads the required
third-party controls onto the client PC. After you upgrade the client PC to Agent
Desktop Display 6.0, you cannot use the client PC to connect to an application
server that is running Symposium Web Client 4.5; you can only a the client PC
with Agent Desktop Display 6.0 to connect to a server that is running Contact
Center Manager Administration 6.0.
If Agent Desktop Display 4.5 is installed on the client PC, you can use Agent
Desktop Display 4.5 to connect to servers that run either Symposium Web Client
4.5 or Contact Center Manager Administration 6.0.
If you use Agent Desktop Display 4.5 to connect to both Symposium Web
Client 4.5 and Contact Center Manager Administration 6.0 servers, do not
upgrade the Agent Desktop Display to Release 6.0 when you receive a prompt to
do so. Upgrading the Agent Desktop Display to Release 6.0 causes
incompatibility between the Agent Desktop Display and Symposium Web
Client 4.5.
In this chapter
Overview 62
Install and configure Windows Server 2003 64
Configure Data Execution Prevention 76
Install Internet Information Services with SMTP and ASP.NET 80
Overview
You must install Contact Center Manager Administration on a server that runs
Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard
Edition.
ATTENTION
Contact Center Manager Administration is supported on
Windows Server 2003 Release 2; however, Nortel does not
support the following new optional features provided on CD 2
of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Contact Center
Manager Administration on a server with the optional
Windows Server 2003 Release 2 components listed above,
your Contact Center Manager Administration installation will
fail. For details about installing Windows Server 2003 Release
2 without the optional features, or about removing the optional
features from the operating system, see “To install Windows
Server 2003” on page 65.
Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server. Installing the operating system on a
clean server eliminates the possibility of carrying over incorrect settings from
the previous Windows installation.
Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server using the “Windows Server 2003
installation checklist” on page 66. Installing the operating system on a clean
server eliminates the possibility of carrying over incorrect settings from the
previous Windows installation.
ATTENTION
Agent Desktop Display Release 4.0 is incompatible with
Contact Center Manager Administration. Therefore, you
must first upgrade all client PCs to Agent Desktop Display
4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this
procedure, see the Symposium Web Client Planning,
Installation, and Administration Guide for Release 4.5/
SU05.
You cannot install a non-English version of the operating
system over an English version. Remove the English
operating system before proceeding with the non-English
installation. The presence of two operating systems results
in functionality problems in Contact Center Manager
Administration.
For more information about domain group polices, see “Domains and Windows
Server 2003 security policies” on page 45.
If you install Windows Server 2003 Release 2, do not install or configure the
following new optional features provided on CD 2 of the Windows Server 2003
Release 2 installation CD:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
For details about installing Windows Server 2003 Release 2 without the optional
features, see “Windows Server 2003 installation checklist” on page 66. For
details about removing the new optional features from a Windows Server 2003
Release 2 server, see “Add or Remove Programs” on page 72.
Nortel recommends that you do not upgrade your operating system on the
application server to Windows 2003 from a previous version of Windows. For
example, if your server has Windows NT or Windows 2000 installed, remove
the drive partitions and reformat the hard drives on the server. Then perform a
new installation of Windows Server 2003 Enterprise or Standard Edition on the
server. Removing the previous operating system eliminates the possibility of
carrying over incorrect settings from the previous Windows installation.
After creating the partition, the system copies Windows Server 2003 files to the hard ❑
drive. When the copy process is complete, the system restarts.
ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.
1 Browse to the sample HOSTS tables are provided with the Windows Server
2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc
2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.
ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.
Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
hosts table is provided below as a guideline, but is not intended to indicate
exactly how the hosts tables should be configured on the Contact Center
Manager Administration server.
3 At the end of the file, type the IP address and computer name of
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Separate the two values by using the space or the tab key. HOSTS tables
are case-sensitive.
4 Click File > Save to save your changes.
After you edit and save the file, the system automatically reads your new
settings. If you edit the sample HOSTS file, save the file without an
extension so that the system recognizes your changes.
5 Close all windows to complete the procedure.
Windows Server 2003 with the latest supported service pack contains security
enhancements that impact Contact Center Manager Administration.
6 Select the Turn on DEP for essential Windows programs and services
only option.
7 Click OK.
Result: A warning window appears notifying you that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties dialog box reappears.
9 Click OK to exit the System Properties dialog box.
10 Restart the server to activate the change to the Data Execution Prevention
settings.
Given the number of operating system security patches and the complexity
inherent in any network, Nortel recommends that you create a systematic and
accountable process for identifying and applying patches.
To help create such a process, you can follow a series of best practices
guidelines, as documented in the National Institute of Standards and Technology
(NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This
bulletin suggests that if an organization does not have a centralized group to
coordinate the storage, evaluation, and chronicling of security patches into a
library, system administrators or the contact centre administrator must fulfil this
role.
Nortel recommends that you follow the security guidelines for Contact Center
Manager Administration, and refer to the latest Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes Applicability List, available at
www.nortel.com. If Contact Center Manager Administration does not function
properly after you apply a Microsoft security patch, you must remove the patch
and revert to the previous version of Contact Center Manager Administration
(from the backup you made before applying the patch). For added security,
always check to see if Nortel verified the Microsoft patch for its compatibility
with Contact Center Manager Administration.
You must install Internet Information Services (IIS) on the application server
before you install Contact Center Manager Administration. If you did not install
the IIS component during the installation and configuration of Windows Server
2003, perform the following procedure now.
If you installed IIS with SMTP and ASP.NET on the application server, you can
proceed to Chapter 5, “Other configuration tasks.”
In this chapter
Overview 84
Ensure the computer name and DNS host name match 85
Add the server to an existing domain 90
Check the bindings order on the server 94
Overview
This chapter details the procedures to configure the application server before
you install the Contact Center Manager Administration software.
You must ensure that your server computer name and DNS host name match
exactly, including uppercase and lowercase letters.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. Windows uses your entry to set both the computer name and the DNS
host name. However, after the operating system installation is complete, you
may find that Windows has set the DNS host name in uppercase letters as you
entered it, but that the computer name is set in all lowercase letters. Use the
following procedures to check the names and, if necessary, change them.
4 Write down the Full computer name exactly as it appears, including case.
Ignore the period at the end of the Full computer name.
5 Click Change.
Result: The Computer Name Changes window appears.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name window appears.
7 Compare the NetBIOS computer name on this window with the Full
computer name that you wrote down to determine whether the names
match exactly, including case.
8 If the names match, close the windows you opened and continue with the
configuration of your server.
OR
If the names do not match, complete the procedure “Updating the computer
name to match the DNS host name” on page 89.
You can add your Contact Center Manager Administration server to an existing
Active Directory Application Mode domain.
You must add the server to an existing domain if one of the following occurs:
If you install a replicating server, you must add the replicating server to the
domain of the primary server.
If you install a co-resident server that includes a Communication Control
Toolkit server, there are some scenarios that require the application server
to be added to an existing domain. For further information, see the
Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, see “Domains and
Windows Server 2003 security policies” on page 45.
4 Select the Domain option, and then type the name of the domain.
You must provide the fully qualified domain name of the domain, which
includes the prefix and suffix.
5 Click OK.
Result: A window appears asking you for a name and password with
permission to join the domain.
If you use a single network interface card for a co-resident installation, or if your
Contact Center Manager Administration server is a separate server with only
one network interface card, you can ignore this step and go directly to Chapter 6,
“Optional system components”.
If the Contact Center Manager Administration server has more than one network
interface card, you must configure the bindings order so that the Nortel server
subnet network interface card comes first.
4 In the Connections box, make sure that the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
5 Click OK.
In this chapter
Overview 98
Install antivirus software 100
Install other utilities 102
What is next? 104
Overview
This section describes the optional system components that you can install on
your server before you install Contact Center Manager Administration server
software.
The administrator must perform tests to ensure that certain conditions and
recommendations are met prior to putting the server into production. Nortel
support personnel can ask for the results of the testing during fault diagnosis. As
part of the fault diagnosis process, the distributor or end user can be asked to
remove third-party software and disable real-time scanning.
Running additional software on the application server (for example, virus scan
software) may place an additional load on the Contact Center Manager
Administration server. Therefore, you should set all utility tools to run on the
application server during off-peak hours. In addition, all utilities installed on the
Contact Center Manager Administration server must be included in the
Microsoft Compatibility List for Windows Server 2003. For more information
about the Microsoft Compatibility List for Windows Server 2003, go to
www.microsoft.com.
ATTENTION
Nortel does not support connection to Contact Center
Manager Server or Contact Center Manager Administration
server through Citrix Presentation Server 4.0.
For information about the system requirements for Citrix Presentation Server
4.0, see the Nortel Contact Center Manager Administration Installation and
Maintenance Guide.
If your corporate security policy requires it, you must install antivirus software.
The recommendations for antivirus software are intended as guidelines only, and
do not constitute a guarantee of compatibility. Nortel selects a representative
sample of antivirus software in the development of these guidelines. The
products that were tested and used to create these guidelines are:
McAfee Netshield
Symantec Norton Antivirus corporate edition
Computer Associates eTrust Antivirus
Follow the vendor instructions for installing and configuring your antivirus
software.
definitions and update files to another location on the network, and then
load these updates on the servers.
Scan all Service Updates Supplements (SUS) files, DVDs, CD-ROMs, and
floppy disks prior to use.
Run the Windows Server 2003 Enterprise Edition or Windows Server 2003
Standard Edition Performance Monitor on the server to measure the CPU
usage. If the antivirus software causes the CPU usage to exceed 50 percent
for longer than 20 min, do not install this antivirus software on the server.
Nortel does not provide support on the configuration of antivirus software.
Direct questions or problems about antivirus software to the appropriate
vendor.
If performance or functionality issues are raised to Nortel support
personnel, as part of the fault diagnosis process, the customer or distributor
can be asked to remove third-party utility software or antivirus software.
Third-party backup software is used only for full server backups. You must use
the utility included with Contact Center Manager Administration to perform
database backups.
You must not use memory tweaking utilities (for example, WinRAM
Turbo, Memory Zipper, and so on) to reclaim memory that is unused by
Microsoft.
The installation or uninstallation of the third-party software should not
affect or conflict with the Contact Center Manager Administration
software. For example, it must not cause conflicts with dynamic-link
library (.dll) files. If such conflicts occur, you may need to rebuild the
server.
What is next?
You are now ready to install Contact Center Manager Administration on the
application server. For information about installing and upgrading Contact
Center Manager Administration, see the Contact Center Manager
Administration Installation and Maintenance Guide.
A computer name of 68
port numbers in 41
Access and Partition Management third-party software 98
overview 13 Contact Center Manager Administration server
Agent Desktop Displays performance requirements 46
overview 15 Contact Center Manager Server 17
anti-virus software 100 CPU utilization 102
application server
communication ports on 41
application threshold classes
in Scripting 14
D
architecture for network 18 DNS host name matching 85
Audit Trail DNS server
overview 15 addresses 70
configuring 73
documents in Contact Center 22
B
backward compatibility for clients 58 E
Emergency Help
C overview 15
experience required 25
Citrix 99
clients
and Windows Server 2003 56
backward compatibility of 58
G
communication ports 41 guidelines 100
hardware requirements for 52 utility class software applications 102
software requirements for 55
communication ports 41
computer name H
changing in Windows Server 2003 68
computer name matching with DNS host 85 hardware requirements
Configuration for the clients 52
overview 13 server 32
Contact Center Management Historical Reporting
overview 12 overview 14
Contact Center Manager Administration host tables, configuring 74
about the server 17 hosts table
administrator password 68 manually updating 73
components of 12
I R
installation Real-Time Reporting
TCP/IP 70 overview 14
Windows Server 2003 components 69 related documents 22
installing required experience 25
Windows Server 2003 66 requirements
IP addressing minimum hardware 32
dynamic 70
for WINS 71
S
K Scripting
application threshold classes in 14
knowledge required 25 overview 13
server software requirements 37
setup
L Windows Server 2003 components 69
software requirements
LAN/WAN for the clients 55
impact of unicast on 48 server 37
multicast impact of application server on 46 spreadsheet
LMHOSTS table 73 used for estimating CLAN/WAN impact 49
supported platforms 31
Symposium Web Client
M components of 12
Microsoft’s Compatibility List 98
minimum hardware requirements 32
T
TCP/IP
N setup 70
network architecture 18
Nortel server subnet 34
NT File System (NTFS) partition 36 U
unicast
impact of on the LAN/WAN 48
P utility software 102
partitions
NTFS 36
on the application server 66 V
performance requirements for CCMA server 46 virus scan software
platforms supported 31 and Contact Center Manager
port numbers 41 Administration 98
ports for communication 41
W
Windows 2000 Professional 55
Windows 2003 Enterprise 55
Windows 2003 Server Enterprise 38
Windows 2003 Standard 38, 55
Windows Server 2003
and clients 56
installing 66
Windows Server 2003 installation
and DNS server addresses 70
components 69
IP addressing 70
Windows XP Professional 55
WINS
IP address for 71
Occupation: Phone:
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Administration is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion 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.