NCCM Administration Installation and Mintenance Guide

297-2183-926

Nortel Contact Center Manager AdministrationInstallation and Maintenance GuideProduct release 6.0 Standard 10.15 December 2007

Nortel Contact Center Manager AdministrationInstallation and Maintenance Guide

Publication number Product release: Document release: Date:

297-2183-926 6.0 Standard 10.15 December 2007

Copyright 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel 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. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to 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 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 and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

WINZIP is a trademark of Nico Mak Computing, Inc. OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.

Contents1Getting startedNew in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2122 28 31 36 38 39 41

Part 1

Installing the Contact Center Manager Administration softwareInstallation overview

434546 49 51 53 56 58

2

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA server preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . Install Crystal Reports with CCMA (optional). . . . . . . . . . . . . . . . . . . . . . . . Install primary and replicating CCMA servers. . . . . . . . . . . . . . . . . . . . . . . . What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3

Install the software on the primary serverSection A: Prepare the primary server for the installation Step 1. Read relevant documentation for performing a new installation . . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . . Section B: Install the server software on the primary server Step 5. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Apply the latest Service Update and Service Update Supplement . Step 7. Install required hot fixes for third-party software . . . . . . . . . . . . . .

6165 66 67 83 95

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

103 104 120 126v

Installation and Maintenance Guide

Standard 10.15

Section C: Postinstallation on the primary CCMA server 127 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Step 8. Add the server to an existing domain (optional) . . . . . . . . . . . . . . . 129 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 133 Step 10. Check Internet Information Services settings . . . . . . . . . . . . . . . . 137 Step 11. Add the IUSR_SWC account as the anonymous user account . . . 138 Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 150 Step 13. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 156 Step 14. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 160 Step 15. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Step 16. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Step 17. Configure SMTP and printers for Historical Reporting (optional) 175 Step 18. Configure shared folders for Historical Reporting (optional) . . . . 187 Step 19. Configure scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Step 20. Configure Agent Desktop Display parameters on the server . . . . 218 Step 21. Change the iceAdmin user account password (optional) . . . . . . . 222 Step 22. Configure language support (other than English) . . . . . . . . . . . . . 226 Step 23. Install the XML Automated Assignments feature (optional) . . . . 247 Step 24. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 250 Step 25. Activate master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Step 26. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

4

Configuring the client PC and agent workstations

259

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260 Section A: Preparing the client for CCMA 263 Step 1. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Step 2. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . . 266 Step 3. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . . 284 Step 5. Download and install Windows update KB917607 (Optional) . . . . 289 Step 6. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . . 290 Section B: Logging on to CCMA for the first time 293 Step 7. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . . 294 Step 8. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 296 Step 9. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Section C: Configuring agent workstations 315 Step 10. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 316

vi

Contact Center Manager Administration

December 2007

5

Migrating Classic Client

329330 333 335 350 356 366 371 373 376

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . Migrating agent-skillset and agent-supervisor scheduled assignments . . . . Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6

How to install and configure the replicating server (optional)

377381 382 383 398 410 417

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378 Section A: Prepare the replicating server for the installation Step 1. Read relevant documentation for performing a new installation . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . Step 5. Log into the same domain as the primary CCMA server . . . . . . . .

Section B: Install the software on the replicating server 421 Step 6. Install the software on the replicating server . . . . . . . . . . . . . . . . . . 422 Step 7. Apply the same Service Update as on the primary server . . . . . . . . 451 Step 8. Install required hot fixes for third-party software . . . . . . . . . . . . . . 458 Section C: Postinstallation on the replicating CCMA server 461 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 463 Step 10. Add the IUSR_SWC account as the anonymous user account . . . 467 Step 11. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 478 Step 12. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 482 Step 13. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 487 Step 14. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496 Step 15. Configure SMTP and printers for Historical Reporting (optional) 498 Step 16. Configure shared folders for Historical Reporting (optional) . . . . 509 Step 17. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539 Step 18. Configure Agent Desktop Display parameters on the server . . . . 540 Step 19. Change the iceAdmin user account password (optional) . . . . . . . 544 Step 20. Configure language support (other than English) . . . . . . . . . . . . . 548 Step 21. Install the XML Automated Assignments feature (optional) . . . . 568


vii

Standard 10.15

Step 22. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571 Step 23. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 588 Step 24. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590

Part 2

Upgrading to Contact Center Manager Administration 6.0 and migrating dataUpgrading

591593594 596 598 601 602

7

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility with CCMS and SCCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Planning your upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading access classes and partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

603

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604 Section A: Before you begin the migration 607 Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608 Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . 610 Section B: Prepare the source server for the migration 613 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614 Step 3. Ensure that SWC 4.5 SU05 (or later) is installed . . . . . . . . . . . . . . 615 Step 4. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 616 Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . 617 Step 6. Extract the AD Data Migration zip file onto the source server . . . . 621 Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . 622 Step 8. Clear routes from filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629 Section C: Prepare the target server for the migration 631 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632 Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . 633 Step 10. Ensure source server IP address is primary DNS server . . . . . . . . 699 Step 11. Connect source server and target server off-network (optional) . . 701 Step 12. Add the target server to the source server domain . . . . . . . . . . . . 702 Step 13. Log the target server onto the source server domain . . . . . . . . . . . 705 Step 14. Extract the AD Data Migration zip file . . . . . . . . . . . . . . . . . . . . . 706

viii


December 2007

Section D: Migrating and restoring the data 707 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708 Step 15. Prepare the source server for the Active Directory transfer . . . . . 711 Step 16. Migrate the Active Directory data to the target server . . . . . . . . . 713 Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 718 Step 18. Reset the new computer name of the target server . . . . . . . . . . . . 725 Step 19. Run the Symposium Web Client ChangeSOAPSrv utility . . . . . . 731 Step 20. Reset iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732 Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 734 Step 22. Reconnect to the customer LAN . . . . . . . . . . . . . . . . . . . . . . . . . . 737 Step 23. Restore the data files from the source server to the target server . 738 Section E: Postmigration tasks 741 Step 24. Configure Real-Time Reporting on the target server . . . . . . . . . . 742 Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 749 Step 26. Configure Agent Desktop Display 4.5 parameters on the server . 751 Step 27. Recreate filters containing routes on the target server . . . . . . . . . . 754 Step 28. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755 Section F: Troubleshooting 757 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758 Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759

9

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

769

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770 Section A: Preparing for the upgrade 773 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 774 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 775 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 776 Step 4. Ensure the application server meets CCMA 6.0 requirements . . . . 777 Step 5. Perform a full backup of the Symposium Web Client server . . . . . 778 Step 6. Back up Symposium Web Client data files . . . . . . . . . . . . . . . . . . . 779 Step 7. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . . 782 Step 8. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 783 Step 9. Get documentation for the XML Automated Assignments feature . 787 Step 10. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . 788 Step 11. Verify that the SWC server can update the ADAM schema . . . . . 795 Section B: Upgrading the product software 801 Step 12. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802 Step 13. Install required hot fixes for third-party software . . . . . . . . . . . . . 812Installation and Maintenance Guide ix

Standard 10.15

Step 14. Apply the latest Service Update and Service Update Supplement 813 Section C: Postupgrade tasks on the CCMA server 821 Step 15. Add the server to an existing domain (optional) . . . . . . . . . . . . . . 822 Step 16. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 826 Step 17. Check Internet Information Services settings . . . . . . . . . . . . . . . . 830 Step 18. Add the IUSR_SWC account as the anonymous user account . . . 831 Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 842 Step 20. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 848 Step 21. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 852 Step 22. Configure shared folders for Historical Reporting (optional) . . . . 857 Step 23. Configure new ADD 6.0 parameters on the server (optional) . . . . 887 Step 24. Change the iceAdmin user account password (optional) . . . . . . . . 889 Step 25. Upgrade the XML Automated Assignments feature (optional) . . 892 Step 26. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 895 Step 27. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897 Step 28. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 900 Step 29. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902 Section D: Configuring the client PC 903 Step 30. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . 904 Step 31. Download and install Windows update KB917607 (Optional) . . . 905 Step 32. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 906 Step 33. Log on to Contact Center Manager Administration . . . . . . . . . . . 909 Step 34. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 915 Section E: Upgrade agent workstations 927 Step 35. Upgrade Agent Desktop Display on agent workstations . . . . . . . . 928 Step 36. Configure active and standby servers for ADD (optional) . . . . . . 932 Section F: Migrate Classic Client 935 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 941 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956 Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . . . 962 Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 972 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 977 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 979 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982

x


December 2007

10

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

983

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984 Section A: Preparing for the upgrade 989 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 990 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 991 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 992 Step 4. Ensure target server meets CCMA 6.0 requirements . . . . . . . . . . . 993 Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server . . . . . . 994 Step 6. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . . . 995 Step 7. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . 1028 Step 8. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1032 Step 9. Back up Symposium Web Client data files on the source server . 1033 Step 10. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . 1036 Step 11. Restore the data files from the source server to the target server 1037 Step 12. Get documentation for the XML Automated Assignments feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043 Step 13. Install Crystal Enterprise 10 Embedded on the target server . . . 1044 Step 14. Verify that the SWC server can update the ADAM schema . . . . 1051 Section B: Upgrading the product software 1057 Step 15. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058 Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . 1069 Step 17. Apply the latest Service Update and Service Update Supplement 1070 Section C: Postupgrade tasks on the CCMA server 1077 Step 18. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1078 Step 19. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1082 Step 20. Check Internet Information Services settings . . . . . . . . . . . . . . . 1086 Step 21. Add the IUSR_SWC account as the anonymous user account . . 1087 Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) . . . 1099 Step 23. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1105 Step 24. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1109 Step 25. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1114 Step 26. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122 Step 27. Configure shared folders for Historical Reporting (optional) . . . 1124 Step 28. Configure Agent Desktop Display parameters on the server . . . 1154 Step 29. Change the iceAdmin user account password (optional) . . . . . . 1158 Step 30. Upgrade the XML Automated Assignments feature (optional) . 1162 Step 31. Revert to source computer name or change computer name . . . . 1165 Step 32. Ensure computer name of CCMA server is correct on client PCs 1175 Step 33. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1176


xi

Standard 10.15

Step 34. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178 Step 35. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1181 Step 36. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183 Section D: Configuring the client PC 1185 Step 37. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1186 Step 38. Download and install Windows update KB917607 (Optional) . . 1187 Step 39. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1188 Step 40. Log on to Contact Center Manager Administration . . . . . . . . . . 1191 Step 41. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1197 Section E: Upgrading agent workstations 1209 Step 42. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1210 Step 43. Configure active and standby servers for ADD (optional) . . . . . 1214 Section F: Migrate Classic Client 1217 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1221 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1238 Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . 1244 Migrating agent-skillset and agent-supervisor scheduled assignments . . . 1254 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1259 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . 1261 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1264

11

Migrating CCMA 6.0 to a new server

1265

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1266 Section A: Before you begin the migration 1267 Step 1. Ensure target server meets all CCMA 6.0 requirements . . . . . . . . 1268 Step 2. Read relevant documentation for performing a new installation . . 1269 Section B: Prepare the source server for the migration 1271 Step 3. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1272 Step 4. Back up the Nortel data files on the source server . . . . . . . . . . . . 1273 Step 5. Back up Real-Time Reporting and Emergency Help . . . . . . . . . . 1286 Section C: Prepare the target server for the migration 1289 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291 Step 6. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . 1292 Step 7. Install IIS with SMTP and ASP.NET (optional) . . . . . . . . . . . . . . 1303 Step 8. Ensure the computer name and DNS host name match . . . . . . . . . 1306 Step 9. Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . 1311xii Contact Center Manager Administration

December 2007

Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . Step 11. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . Step 12. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . Step 13. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . Step 14. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 15. Apply the same Service Update as on the source server . . . . . . . Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . Step 17. Add the server to an existing domain (optional) . . . . . . . . . . . . . Step 18. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . Step 19. Check Internet Information Services settings . . . . . . . . . . . . . . . Step 20. Add the IUSR_SWC account as the anonymous user account . . Step 21. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . Step 22. Configure Logon Warning message (optional) . . . . . . . . . . . . . . Step 23. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . Step 24. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 25. Configure SMTP and printers for Historical Reporting (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 26. Configure shared folders for Historical Reporting (optional) . . . Step 27. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 28. Configure Agent Desktop Display parameters on the server . . . Step 29. Change the iceAdmin user account password (optional) . . . . . . Step 30. Configure language support (other than English) . . . . . . . . . . . . Step 31. Install the XML Automated Assignments feature (optional) . . . Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . Step 33. Other postmigration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1315 1317 1332 1344 1351 1367 1372 1373 1377 1381 1382 1394 1398 1403 1411 1413 1425 1454 1455 1459 1463 1483 1486 1488

Section D: Restoring CCMA data to target server 1489 Step 34. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 1490 Section E: Postmigration tasks 1503 Step 35. Revert to source server computer name or change name . . . . . . 1504 Step 36. Ensure the CCMA computer name is correct on client PCs . . . . 1514 Step 37. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1515

Part 3

Maintaining Contact Center Manager Administration Release 6.0Uninstalling and reinstalling the server software

15171519

12

Section A: Uninstalling and reinstalling CCMA 1521 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522Installation and Maintenance Guide xiii

Standard 10.15

Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Uninstalling the XML Automated Assignments feature . . . . . . . . . . . . . . Uninstalling Crystal Enterprise 10 Embedded . . . . . . . . . . . . . . . . . . . . . . Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reinstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Scenarios for reinstalling Contact Center Manager Administration. . . . . .

1523 1528 1529 1531 1533 1534

Section B: Uninstalling Agent Desktop Displays 1589 Uninstalling Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1590

13

Applying Service Updates, Service Update Supplements, and Designer Patches 1593Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Patch Viewer Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling an update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying Contact Center Manager Administration 6.0 SU04 . . . . . . . . . . SU04 and Windows Server 2003 Service Pack 2 . . . . . . . . . . . . . . . . . . . . How to troubleshoot incorrect Windows Server 2003 SP 2 installations. . 1594 1597 1600 1607 1609 1619 1621

14

Resiliency (backup, restore, and disaster recovery)

1623

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1624 Section A: About replicating servers 1627 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1628 About Active Directory Application Mode replication . . . . . . . . . . . . . . . 1629 How to set up ADAM replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1633 Active Directory Application Mode and service accounts . . . . . . . . . . . . . 1634 How to stop and start Active Directory Application Mode replication . . . 1636 Section B: How to recover from a CCMA server failure 1637 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1638 How to recover from CCMA failure (with no replicating server installed) 1639 How to recover from CCMA failure (with replicating server installed) . . 1641 Section C: How to create CCMA data backups 1645 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1646 How to back up Contact Center Manager Administration data files . . . . . 1654 How to back up Real-Time Reporting and Emergency Help configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1669 Section D: How to restore CCMA data 1671 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1672xiv Contact Center Manager Administration

December 2007

How to restore data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675 How to switch to the standby server in Agent Desktop Display . . . . . . . . 1688 How to change the computer name after installation . . . . . . . . . . . . . . . . . 1689

15

Working with CCMA events

16911692 1694 1697 1704 1705

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring SNMP on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selecting the events to be forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the NMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

16

Working with domains and workgroups

17071708 1710 1712 1719

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deciding between a workgroup and a domain . . . . . . . . . . . . . . . . . . . . . . Changing the network settings of your server from workgroup to domain Changing the network settings of your server from domain to workgroup

17

Managing security

17251726 1728 1734 1737 1772 1777 1783 1789 1791

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iceAdmin password changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . Using Security Configuration Wizard and enabling Windows Firewall . . Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing and Configuring URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling Secure Sockets Layer on the CCMA server . . . . . . . . . . . . . . . . Applying security patches to the CCMA server . . . . . . . . . . . . . . . . . . . . . Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . .

18

Troubleshooting

1797

Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1798 Section A: Installation or upgrade problems 1799 CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 1800 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804 CCMA installation fails when you install Windows Server 2003 Release 2 optional features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1805 SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1807 Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1810


xv

Standard 10.15

Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA Users error . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA user fails during installation . . . . . . . . . . . . Cannot find script file PortLdap.vbs when you reinstall CCMA . . . . . . . . Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IIS Worker Process Errors after you reboot CCMA. . . . . . . . . . . . . . . . . . ASP.NET not configured properly in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1812 1814 1815 1816 1819 1820 1821 1822 1823

Section B: Communication problems between CCMA and CCMS 1825 CCMA does not function correctly after you make a change to the CCMS 1826 Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 1830 Changing the computer name of the Contact Center Manager Server . . . . 1831 Cannot connect to the CCMA server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1832 Section C: Client PC problems 1843 Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 1844 Running two CCMA sessions simultaneously on one client PC . . . . . . . . 1849 Internet Explorer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1850 Internet Explorer problems on client PCs running Windows XP SP2 . . . . 1852 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1854 CCMA Web interface layout is distorted . . . . . . . . . . . . . . . . . . . . . . . . . . 1855 CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 1856 Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 1857 CCMA logon page displays Connect Login Prompt . . . . . . . . . . . . . . . . . 1859 Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1860 Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 1861 CCMA Web Service failed to execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862 Section D: General CCMA problems 1863 You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1864 Contact Center Manager Administration is not functioning correctly . . . . 1870 Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1873 CCMA LMService license grant and release events are not logged . . . . . 1874 The browser is preventing ActiveX controls from installing . . . . . . . . . . . 1875 Cannot open technical documentation (.pdf files) through CCMA . . . . . . 1877 Problems with check boxes and Submit buttons . . . . . . . . . . . . . . . . . . . . 1878 Contents from the about:blank Web site are blocked by Internet Explorer 1880 Performance issues occur when you install Microsoft SPs or Hot Fixes . . 1881

xvi


December 2007

Section E: Simple Object Access Protocol errors 1883 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1884 Contact Center Manager Administration server . . . . . . . . . . . . . . . . . . . . . 1885 Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1889 You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 1891 Section F: Real-time Statistics Multicast (RSM) problems 1893 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1894 How to troubleshoot Real-time Statistics Multicast from the CCMA server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1899 The server is receiving, but not sending multicast . . . . . . . . . . . . . . . . . . . 1902 How to troubleshoot Real-time Statistics Multicast from CCMS . . . . . . . 1903 No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906 Section G: Real-Time Reporting problems 1907 Real-time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . . 1908 Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1910 Cannot launch RTDs, others display negative values or long data strings. 1913 No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1914 Network Consolidated Real-Time Displays are missing sites . . . . . . . . . . 1925 Site does not appear in Network Consolidated Real Time Display . . . . . . 1926 Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 1927 Agent name change does not reflect in the Standard Agent Display . . . . . 1928 Section H: Historical reporting problems 1929 The report viewer is blank when launching an ad hoc report. . . . . . . . . . . 1930 Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1931 Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1935 Cannot synchronize user imported reports; network drive access denied . 1936 Cannot synchronize user imported reports; cannot copy to CCMA server 1938 Cannot import user created report templates; ASP script time out error . . 1939 Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 1941 Cannot obtain a license to open a Report Creation Wizard session . . . . . . 1942 Column Names text and data spill over the line in historical reports . . . . . 1943 Last column is cutoff when you run a report . . . . . . . . . . . . . . . . . . . . . . . 1944 Historical reports selection criteria is slow to display list of agent IDs . . . 1945 The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 1946 You cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948 Historical reports always display and print in portrait orientation . . . . . . . 1953 Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . 1954 Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 1955 Section I: Configuration Tool problems 1957 Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1958Installation and Maintenance Guide xvii

Standard 10.15

Section J: Access and Partition Management 1959 Cannot find Access and Partition Management information . . . . . . . . . . . 1960 Cannot view agents or skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1962 Cannot create Report Groups due to failure of XML counter upgrade . . . 1963 Section K: Contact Center Management 1965 No Supervisors Defined error messages occur . . . . . . . . . . . . . . . . . . . . 1966 Section L: Agent Desktop Display problems 1969 Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 1970 Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 1971

A

Event Codes

1973

Operating System events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1974 Contact Center Management Administration events . . . . . . . . . . . . . . . . . 1976

B

Change the names or IP addresses of servers

19811982 1983 1997 2014 2034 2058 2081 2092 2109 2116 2126 2130 2142 2149

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . Change the Contact Center Manager Standby Server name. . . . . . . . . . . . Change the Contact Center Manager Standby server IP address . . . . . . . . Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Administration server name . . . . . . Change the Contact Center Manager Administration server IP address . . Change the Communication Control Toolkit server name . . . . . . . . . . . . . Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . Change the Contact Center Multimedia Standby server name . . . . . . . . . .

C

CCMA in a Citrix environment

2157

Contact Center Manager Administration and Citrix. . . . . . . . . . . . . . . . . . 2158 Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2161 CCMA and Citrix installation and configuration checklist . . . . . . . . . . . . 2162

D

Web site types

2177

Determining your Web site type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2178

xviii


December 2007

Glossary Index

2181 2221


xix

Standard 10.15

xx


Chapter 1

Getting startedIn this chapterNew in this release Overview About Contact Center Manager Administration How to use this guide Skills you need Related documents How to get help 22 28 31 36 38 39 41


21

Getting started

Standard 10.15

New in this releaseThe following sections detail what is new in the Nortel Contact Center Manager Administration Installation and Maintenance Guide (297-2183-926) for release 10.15. Features on page 22 Other changes on page 24

FeaturesSee the following sections for information about feature changes: License Manager Service on page 22 Scheduled backups on page 22 Replicating server on page 23 Windows Server 2003 Release 2 on page 23 Internet Explorer 7.0 on page 23 Microsoft SOAP toolkit 3.0 on page 23 Contact Center Manager Administration SU04 on page 24 Windows Server 2003 Service Pack 2 on page 24 License Manager Service The License Manager Service is a new feature on Contact Center Manager Administration server. License Manager Service affects the following sections: Configure License Manager Service on page 156 SU02 or SUS0201 installation fails on page 1807 Scheduled backups You can now schedule backups using the Nortel Backup and Restore utility The scheduled backups feature affects the following section: Back up the Nortel data files on the source server on page 1273

22


December 2007

Getting started

Replicating server The replicating server affects the following sections: Install primary and replicating CCMA servers on page 53 How to install and configure the replicating server (optional) on page 377 Windows Server 2003 Release 2 Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Windows Server 2003 Release 2 affects the following section: Prerequisites on page 46 Internet Explorer 7.0 Internet Explorer 7.0 is supported in Contact Center Manager Administration. Internet Explorer 7.0 affects the following sections: Configure Internet Explorer on page 267 Configure Internet Explorer on page 571 To configure Internet Explorer 6.0 or later on the client PC on page 681 Configuring Internet Explorer on page 1772 The browser is preventing ActiveX controls from installing on page 1875 Microsoft SOAP toolkit 3.0 The Microsoft Simple Object Access Protocol (SOAP) toolkit 3.0 is not required for SU04 or later. If you install a version earlier than SU04, the Microsoft SOAP toolkit 3.0 continues to be required. The Microsoft SOAP toolkit 3.0 affects the following sections: Installing Contact Center Manager Administration on the primary server on page 105 Third-party software and controls on page 260 Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) on page 284 Step 3 of Logging on to the Contact Center Manager Administration server for the first time and changing the default password on page 297 Controls that are downloaded to the client PC on page 304


23

Getting started

Standard 10.15

Installing Simple Object Access Protocol on the Agent Desktop Display client PC (Contact Center Manager Administration server has Windows Server 2003) on page 327 Contact Center Manager Administration SU04 If you install SU04, there are additional postinstall tasks that you must configure. Contact Center Manager Administration SU04 affects the following sections: Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) on page 150 Step 18. Add the IUSR_SWC account as the anonymous user account on page 831 Step 21. Add the IUSR_SWC account as the anonymous user account on page 1087 Contact Center Manager Administration SU04 server postinstall tasks on page 1609 Windows Server 2003 Service Pack 2 Windows Server 2003 Service Pack 2 is supported with Contact Center Manager Administration 6.0 SU04. Windows Server 2003 Service Pack 2 affects the following sections: CCMA server preinstallation requirements on page 49 Uninstalling Active Directory Application Mode on page 1527 Supported upgrade paths in Release 6.0 on page 594 Windows Server 2003 installation checklist on page 1294

Other changesSee the following sections for information about changes that are not featurerelated. Replication on page 25 Configuring Real-Time Reporting properties on page 25 Back up and restore on page 25 Internet Explorer on page 2624 Contact Center Manager Administration

December 2007

Getting started

Computer names and IP addresses on page 26 IceAdmin Password Change Utility on page 26 Service Updates, Service Update Supplements, Designer Patches on page 26 Automatic Private IP Addressing on page 26 Symposium Web Client 4.5 migration configuring DNS on the source server on page 26. ADAM replication on page 27 Replication Replication is possible only when both the primary and replicating servers are in a domain. For more information, see Best practices for Contact Center Manager Administration resiliency on page 1624. The procedures to stop and start ADAM replication have additions. For more information, see How to stop and start Active Directory Application Mode replication on page 1636. Configuring Real-Time Reporting properties When you configure the Real-Time Reporting properties, the IP Send Address on a Contact Center Manager Administration server cannot be the same as the IP Send Address of any other Contact Center Manager Administration servers in the network. For more information see, Configuring Real-Time Reporting on page 167. Back up and restore The following additional features are available in the Backup and Restore utility: You can back up to a tape drive. You can back up files to another server in the same domain. For more information, see Option 1: Backing up data using the Nortel Backup and Restore utility on page 1274. You cannot back up ADAM files by manually copying the files. For more information see, Step 6. Back up Symposium Web Client data files on page 779.Installation and Maintenance Guide 25

Getting started

Standard 10.15

Internet Explorer When you configure Internet Explorer, you must ensure that encoding settings are Western European. For more information, see Ensuring display settings are configured for Western European (ISO) on page 277. Computer names and IP addresses The following new appendix contains information about changing computer names and IP addresses: Appendix B, Change the names or IP addresses of servers. IceAdmin Password Change Utility The IceAdmin Password Change Utility supports domain accounts. For more information, see Changing the password using the iceAdmin Password Change Utility on page 1731. You must reset the iceAdmin password after you change the Contact Center Manager Administration server computer name. For information, see Change the Contact Center Manager Administration server name on page 2092. Service Updates, Service Update Supplements, Designer Patches You can install Service Updates, Service Update Supplements, and Designer Patches on top of your installed language pack. For more information, see Language packs on page 1595. Automatic Private IP Addressing Windows 2000 and 2003 operating systems have an Automatic Private IP Addressing (APIPA) feature that is automatically disabled in Contact Center Manager Administration 6.0 SUS0202 and up. It is possible that installing Microsoft service packs or hot fixes will overwrite this setting. For more information, see Performance issues occur when you install Microsoft SPs or Hot Fixes on page 1881. Symposium Web Client 4.5 migration configuring DNS on the source server When you configure the DNS on the source server, you must also configure the DNS for forwarding. For more information, see Step 7. Ensure DNS is correctly configured on the source server on page 622.

26


December 2007

Getting started

ADAM replication To enable ADAM replication, you must: 1. 2. 3. 4. Install Contact Center Manager Administration without replication on a primary server. Add the primary server to a domain. On the secondary server, log onto the domain. Install Contact Center Manager Administration with replication on a secondary server and point the ADAM instance on the secondary server to the ADAM instance on the primary server.

For more information, see How to set up ADAM replication on page 1633.


27

Getting started

Standard 10.15

OverviewThis guide provides information and procedures to help you complete the following tasks: install and configure the Contact Center Manager Administration software, client PCs, and agent workstations on the primary server install and configure the Contact Center Manager Administration software on a replicating server migrate Classic Client data migrate Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on the same server upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on a new server migrate Contact Center Manager Administration to a new server uninstall the server and client software reinstall the server and client software install and uninstall Service Update packs manage security on the server back up and restore data troubleshoot server problems

Who should read this guideThis guide is intended for: Nortel installers and distributors who are responsible for installing and configuring Contact Center Manager Administration administrators who are responsible for monitoring and maintaining the Contact Center Manager Administration server.

28


December 2007

Getting started

Before you beginThis guide provides step-by-step instructions for the procedures you must perform to complete the installation and administration of the Contact Center Manager Administration software. You must read and complete the tasks in the following guides before proceeding with the tasks in this guide. Each of these guides contains important information that you need before you install Contact Center Manager Administration:Name of Guide Description of contents

Contact Center Planning and Engineering Guide

Information about: the data network components of Contact Center 6.0 compatibility considerations between versions of various network components

Contact Center Installers Roadmap (see www.nortel.com/ pic) Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide

Required installation and server data

Information about: the requirements for a Contact Center Manager Administration server platform configuring the Windows Server 2003 Enterprise or Standard Edition operating system


29

Getting started

Standard 10.15

Access rightsThis guide assumes that you have the administrator privileges and access rights required to perform the procedures in this guide.ATTENTION

When you install Contact Center Manager Administration, the setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.

Licensing requirementsKey codes are replaced with License Manager.

30


December 2007

Getting started

About Contact Center Manager AdministrationContact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to configure and contact center resources, call flows, components, activities. You can also use Contact Center Manager Administration to define access levels to data and provide dynamic reporting to fit your enterprise business needs.

Contact Center Manager Administration componentsContact Center Manager Administration is comprised of the following components: Contact Center Management Access and Partition Management Configuration Scripting Real-Time Reporting Historical Reporting Report Creation Wizard Outbound Emergency Help Audit Trail Agent Desktop Display Contact Center Management Use Contact Center Management to add, edit, view, or delete: users (agents, supervisors, or supervisor/agents) on a server in Contact Center Manager Server agent to supervisor assignments agent to skillset assignments


31

Getting started

Standard 10.15

Access and Partition Management Use Access and Partition Management to add, edit, view, or delete: users partitions access classes report groups for Historical Reporting In Access and Partition Management, administrators can grant and restrict access to Contact Center Manager Administration components and data by defining users and access classes. 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 CS1000 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 CS 1000 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 contact center, you can upload your Contact Center Manager Configuration Tool spreadsheets by using the Configuration component of the customer 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

32


December 2007

Getting started

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. Realtime displays are available for both single node and multinode sites. The following standard Real-Time Reporting displays are preconfigured in Contact Center Manager Administration: six standard real-time displays for a single-node Contact Center Manager Server site three standard real-time displays for multinode (or networked) Contact Center Manager Server 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. You can generate many different types historical reports: Standard reportsFor example: agent properties and CDN properties summarized historical reports for a specific interval of time detailed reports for specific events that occur in the contact center 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 Access and Partition Management configuration reports for the Contact Center Manager Administration server, such as access classes, report groups, users, and user defined partition reportsInstallation and Maintenance Guide 33

Getting started

Standard 10.15

Report Creation Wizard Report Creation Wizard is a reporting feature that you can access through the main Historical Reporting interface. You can use the wizard to create, maintain, and modify customized ad hoc reports through a user-friendly interface. After you create reports by using Report Creation Wizard, you can work with the reports in the Historical Reporting component, and use the same access permissions, partitions, and filters features that you can with any other report. You can also use the Historical Reporting interface to schedule reports that you create with the 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 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. Agent Desktop Display Agent Desktop Display provides real-time skillset monitoring to agents. You can configure Agent Desktop Display to inform agents of the number of calls in queue, the average call wait time, and so on. Agent Desktop Display is a by-product of Contact Center Manager Administration installed on the agent workstation. It is not launched or installed from the Contact Center Manager Administration server.

34


December 2007

Getting started

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.


35

Getting started

Standard 10.15

How to use this guideThis guide covers topics such as installing all components of Contact Center Manager Administration, upgrading the server software, backing up and restoring data, and maintaining the server. Before you complete the tasks in this guide, ensure that your hardware and software meet the requirements for Contact Center Manager 6.0. You must also install and configure Windows Server 2003. 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 ServicesATTENTION

If you 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 more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

Information about hardware and software requirements and Windows Server 2003 installation procedures and requirements are detailed in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

36


December 2007

Getting started

This guide includes a detailed table of contents and an index to help you find specific information or procedures related to server installation and maintenance. The section Where to start in this guide on page 37 focuses only on the most common tasks. If the task you want to perform is not listed here, use the table of contents or index to find the information you need.

Where to start in this guideThe following table provides describes where to start for common procedures.If you want to Start here

Install Contact Center Manager Chapter 3, Install the software on the primary Administration on the primary server server Install Contact Center Manager Administration on the replicating server Chapter 6, How to install and configure the replicating server (optional)

Migrate Symposium Web Client 4.5 Chapter 8, Migrating SWC 4.5 platform from platform from Windows 2000 to Windows 2000 to Windows 2003 Windows 2003 Upgrade from Release 4.5 to Release Chapter 9, Upgrading from SWC 4.5 (Windows 6.0 on the same server 2003) to CCMA 6.0 on same server Upgrade from Release 4.5 to Release Chapter 10, Upgrading from SWC 4.5 (Windows 6.0 on a different server 2003) to CCMA 6.0 on a new server Migrate Contact Center Manager Administration to a new server Back up your server database Recover your server Chapter 11, Migrating CCMA 6.0 to a new server Chapter 14, Resiliency (backup, restore, and disaster recovery) Chapter 14, Resiliency (backup, restore, and disaster recovery) This chapter provides several options for recovering your server when you encounter problems.


37

Getting started

Standard 10.15

Skills you needThis section describes the skills and knowledge you need to use this guide effectively.

Required experience or knowledgeBefore installing the Contact Center portfolio, you should have the following experience or knowledge: Client/server architecture LAN/WAN networking network security and management Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges Partitioning server hard drives and booting servers from CD or disk Internet Protocols (IP) performance management troubleshooting

38


December 2007

Getting started

Related documentsThe following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com).For information about Refer to NTP number

Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool Users Guide The Contact Center portfolio Required installation and server data Contact Center Whats New in Release 6.0 Contact Center Installers Roadmap (see www.nortel.com/pic)

297-2183-934 297-2183-935 297-2183-903 297-2183-226 297-2183-212

Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List

297-2183-944

297-2183-213


39

Getting started

Standard 10.15

For information about Refer to

NTP number

Installation, upgrades, migration, and maintenance

Contact Center Manager Server Installation and Maintenance Guide Communication Control Toolkit Installation and Maintenance Guide Contact Center Multimedia Installation and Maintenance Guide

297-2183-925 297-2183-946 297-2183-929 297-2183-927

Administering contact centers Supervising contact centers

Contact Center Manager Administrators Guide

Contact Center Manager Supervisors 297-2183-928 Guide Contact Center Historical Reporting and Data Dictionary 297-2183-914

40


December 2007

Getting started

How to get helpThis section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Chapter 18, Troubleshooting.

Finding the latest updates on the Nortel Web siteThe content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links:Link to Takes you directly to

Latest software

The Nortel page for Contact Center located at www.nortel.com/espl.

Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/documentation

Getting help from the Nortel Web siteThe best way to get technical 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 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


41

Getting started

Standard 10.15

Getting help over the phone from a Nortel Solutions CenterIf you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, 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 CodeYou can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc

Getting help through a Nortel distributor or resellerIf you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.

42


part 1Installing the Contact Center Manager Administration software


43

Standard 10.15

44


Chapter 2

Installation overviewIn this chapterPrerequisites CCMA server preinstallation requirements Install Crystal Reports with CCMA (optional) Install primary and replicating CCMA servers What you need Before you begin 46 49 51 53 56 58


45

PrerequisitesThis guide is for planners, administrators, technicians, and engineers responsible for installing and maintaining the server. It assumes that the reader has basic computing skills, is familiar with necessary safety procedures, and has the hardware documentation provided by the manufacturer available as a reference. Use the following checklist to make sure you have the prerequisites to install Contact Center Manager Administration.Prerequisites Guidelines

Required skills

Before installing the hardware and software for Contact Center Manager Administration, make sure that you have the prerequisite skills. For more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Make sure you have the required hardware and materials before starting the installation. To ensure you have the required equipment and materials for a successful installation, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

Required hardware


46

December 2007

Installation overview

Prerequisites

Guidelines

Windows server 2003

You must install and configure Windows Server 2003 in the Contact Center Manager Administration server before proceeding with the installation of Contact Center Manager Administration. Attention: Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components installed, your Contact Center Manager Administration installation will fail. For detailed procedures and information about installing Windows Server 2003, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

Contact Center Manager Server

You must install and configure your Contact Center Manager Server before you install the Contact Center Manager Administration server software. For information about installing and configuring the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide. For the purpose of remote technical support, Nortel recommends that there is a VPN connection using a Nortel VPN router connected to the Nortel server subnet, or a modem connection to each of the servers. Make sure you understand the required software components and server configuration before proceeding with your installation. For more information, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.

Virtual Private Network (VPN) or modem Understanding of the components in Contact Center Manager Administration


47


Standard 10.15

Prerequisites

Guidelines

Required Installation Information

Ensure that you complete the Required Installation Information checklist that is available in the Nortel Contact Center 6.0 Installers Roadmap. This checklist contains important information that you need when performing the installation.

48


December 2007


CCMA server preinstallation requirementsThe following table provides an overview of the preinstallation requirements for the Contact Center Manager Administration server.Component Configuration requirement

Operating system

Windows Server 2003 Enterprise or Standard Edition with the latest supported service pack. For information about the latest service pack for Windows Server 2003 validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. Windows Server 2003 Service Pack 2 is supported only with Contact Center Manager Administration 6.0 SU04 or later. Contact Center Manager Administration is supported on Windows Server 2003, Release 2; however, Nortel does not support the new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components, your Contact Center Manager Administration installation will fail. For further details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

Windows components Third-party software

Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) and ASP.NET Sybase Open Client version 12.5 Crystal Enterprise 10 Embedded


49


Standard 10.15

Component

Configuration requirement

Patches and Hotfixes

At the time of publication, the following hot fixes are required: Crystal 10 Common Hotfix Crystal Reports 10 Hotfix EBF Patch for Sybase

Remote Support Access Tool

pcAnywhere 11.5 (recommended) OR Microsoft Remote Desktop Connection

For information about installing the operating system, Windows components, and the Microsoft hotfixes, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For information about installing third-party software and your remote support access tool, see the procedures and steps in this chapter.

50


December 2007


Install Crystal Reports with CCMA (optional)With Contact Center Manager Administration 6.0, two report writing software options are available. 1. You can use the new Report Creation Wizard feature that is installed with Contact Center Manager Administration. Use the Report Creation Wizard to create, maintain and modify customized ad hoc reports through a userfriendly interface. To use Report Creation Wizard, you must install Crystal Enterprise 10 Embedded on the Contact Center Manager Administration server prior to installing Contact Center Manager Administration. The install.msi file for Crystal Enterprise 10 Embedded is included in the Contact Center Manager Installation DVD. For information about installing Crystal Enterprise 10 Embedded, see Step 4. Install the Crystal Enterprise 10 Embedded software on page 95. Alternatively, you can purchase and install Crystal Reports 10.0 (Professional or Developer) to use and create reports. Crystal Reports 10.0 is not packaged with Contact Center Manager Administration.

2.

Installation tips for Crystal Reports 10.0If you purchase and install Crystal Reports 10.0, note the following tips and recommendations for installation: The license key used to install Crystal Reports 10.0 must be the same the license key used to install the Report Designer Component (RDC) merge modules. You cannot install Crystal Reports on a co-resident server that contains both Contact Center Manager Administration and Contact Center Manager Server.


51


Standard 10.15

Installing Crystal Reports on the Contact Center Manager Administration serverFor performance purposes, and to avoid co-residency problems, Nortel recommends that you install Crystal Reports on a PC other than the Contact Center Manager Administration server. However, if you must install Crystal Reports on the Contact Center Manager Administration server, note the following recommendations: Previous versions of Crystal ReportsYou can install Crystal Reports 10.0 regardless of whether you have a previous version of Crystal Reports installed on the server. If there is previous version of Crystal Reports, Nortel recommends that you remove it before you install Crystal Reports 10.0. Uninstalling Contact Center Manager AdministrationAfter you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you uninstall Contact Center Manager Administration, your Crystal Reports installation is corrupted because some of its components are also removed. In this case, you must repair or reinstall Crystal Reports 10.0. Uninstalling Crystal Reports 10.0After you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you need to uninstall Crystal Reports, it rarely impacts the Historical Reporting component. However, if you notice any problems, you must repair the Historical Reporting component by installing the Crystal Reports 10.0 merge modules from the Contact Center Manager Administration DVD. To do so, in the root directory of the DVD, locate and double-click the file CRTemplates.msi. A Windows Installer package automatically installs the modules.

52


December 2007


Install primary and replicating CCMA serversWhen you install Contact Center Manager Administration, you can replicate Active Directory Application Mode (ADAM) files from a primary Contact Center Manager Administration server. ADAM is a Microsoft information storage framework. Contact Center Manager Administration stores many of its data files in ADAM. Replication provides additional resiliency of the Contact Center Manager Administration data by which you can automatically copy files created in the primary server to a replicating server. In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access to data files from the primary server. With replication, Contact Center Manager Administration users can immediately point their browser to the replicating Contact Center Manager Administration server and maintain a level of productivity with minimal interruption. It is important to understand that installing a replicating server is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you install a replicating server for the following reasons: You cannot replicate all Contact Center Manager Administration data files. You cannot use replication to roll back data to a specific point in time, which you may require. For more information about replication and developing a resiliency strategy for your Contact Center Manager Administration network, see Chapter 14, Resiliency (backup, restore, and disaster recovery).

Installing the primary Contact Center Manager Administration serverEvery Contact Center 6.0 network must have a primary Contact Center Manager Administration server installed on the network.


53


Standard 10.15

If you install the primary Contact Center Manager Administration server, follow the procedures in Chapter 3, Install the software on the primary server and select No when the system asks you whether you want to enable replication. After you install the primary Contact Center Manager Administration server, you can install replicating servers that you subsequently add to primary Contact Center Manager Administration servers in your network. You can also perform this procedure to install a primary server to install subsequent instances of Contact Center Manager Administration but choose not to replicate it. Before you install the primary Contact Center Manager Administration server, you must know the security context in which you create this Contact Center Manager Administration instance. For example, you must know if it is a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or if it is within a workgroup, and so on. For more information, see Active Directory Application Mode and service accounts on page 1634, or consult the Microsoft documentation.

Installing replicating Contact Center Manager Administration serversTo install a replicating server, you must first install a primary Contact Center Manager Administration server without replication by following the procedures in Chapter 3, Install the software on the primary server. After you install the primary Contact Center Manager Administration server, you can install a replicating server. If you install a replicating server, follow the procedures in Chapter 6, How to install and configure the replicating server (optional) and select Yes at the prompt during the installation to enable the new instance to join and replicate with the primary Contact Center Manager Administration instance in your network. You can replicate only existing Contact Center Manager Administration servers that are correctly installed. Before you install a replicating Contact Center Manager Administration server, you must know the following: the name of your domain controller the name of the primary Contact Center Manager Administration server that you want to replicate

54


December 2007


the port number the ADAM instance uses on this remote computer to communicate the security context in which you install the replicating Contact Center Manager Administration server and the type of service account chosen for the primary Contact Center Manager Administration server. For example, are you installing a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, and so on. For more information about this, see Active Directory Application Mode and service accounts on page 1634, or consult the Microsoft documentation. In addition, there must be a domain user created on the domain controller that is a member of the Administrators group and the Replicator group, and you must know the username and password for this user.


55


Standard 10.15

What you needThe following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0.Qty Description

1 1

Contact Center Manager installation DVD Windows Server 2003 Installation CD

Use the Contact Center Manager installation DVD to install one or all of the following: Contact Center Manager Administration software Sybase Open Client version 12.5 Crystal Enterprise 10 Embedded required hotfixes

TimingThe following installation times provide guidance on the time required for software installation:Task Time

1

Preinstallation (including operating system installation/ configuration) For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.

2 hours

2 3

Installing the server software Postinstallation

30 minutes 1 hour

56


December 2007


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


57


Standard 10.15

Before you beginBefore you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Nortel Contact Center 6.0 Installers Roadma

Documents

NCCM Administration Installation and Mintenance Guide