installation & maintenance guide for the standby server

Contact Center Manager ServerInstallation and Maintenance Guide for the Standby Server

Standard version: CS 1000, CS 2x00 NodalPreliminary version: CS 2x00 Networking

Release 6.0 Standard 10.12 January 2008

297-2183-219


Publication number: 297-2183-219

Product release: 6.0

Document release: Standard 10.12

Date: January 2008

Copyright © 2006-2008 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 Nortel Meridian 1 PBX and Contact Center Manager Server 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 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.

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Installation and Maintenance Guide for the Standby Server v

Contents

1 Getting started 13New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18About Standby Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Part 1 General information 35

2 Contact Center Standby Server requirements 37Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Feature requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3 Licensing 51Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Configure the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Update the license file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Uninstall License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

vi Contact Center Standby Server

Contents Standard 10.12

Part 2 Install the server software 97

4 Install the Active Server software 99Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Section A: Preinstallation 103Step 1. Read the relevant documentation to perform a new installation . . . 104Step 2. Record and check for required installation information . . . . . . . . . 105Step 3. Install pcAnywhere 11.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Step 4. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 123

Section B: Installation 125Step 5. Install the Active Server software . . . . . . . . . . . . . . . . . . . . . . . . . . 126Step 6. Configure your CCMS settings after the installation (optional) . . . 152Step 7. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Step 8. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Section C: Postinstallation 181Step 9. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . . . 182Step 10. Change the NGenDist, NGenDesign, and NGenSys passwords . . 186Step 11. Configure the NGen user groups for remote access (optional) . . . 190Step 12. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 192Step 13. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Step 14. Activate the Master Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197Step 15. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 198Step 16. Add the server to a domain (optional) . . . . . . . . . . . . . . . . . . . . . . 199Step 17. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . 209Step 18. Install and configure Real-time Statistics Multicast . . . . . . . . . . . 213Step 19. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Step 20. Verify your security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242Step 21. Disable the time synchronization features on the operating system 244Step 22. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . 246

5 Install and configure the Standby Server 247Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Section A: Preinstallation 251Step 1. Read the relevant documentation for an upgrade . . . . . . . . . . . . . . 252Step 2. Gather the materials required for an installation . . . . . . . . . . . . . . . 253Step 3. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 254Step 4. Perform a database integrity check on the Active Server . . . . . . . . 255

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Installation and Maintenance Guide for the Standby Server vii

Step 5. Check the disk partition configuration on the Active Server . . . . . 258Step 6. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . . 261Step 7. Create a Platform Recovery Disk on the Active Server . . . . . . . . . 277Step 8. Prepare the Standby Server for Release 6.0 (optional) . . . . . . . . . . 281Step 9. Record and check for required installation information . . . . . . . . . 282Step 10. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288Step 11. Ensure the computer name and DNS host name match . . . . . . . . . 301Step 12. Configure the operating system for remote access . . . . . . . . . . . . 305Step 13. Install pcAnywhere version 11.5 on the Standby Server . . . . . . . . 312Step 14. Copy the latest Service Update and Platform Recovery Disk . . . . 325Step 15. Configuring the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Section B: Migrate the Active Server to the Standby Server 333Step 16. Migrate the Active CCMS to the Standby Server . . . . . . . . . . . . . 334Step 17. Configure your CCMS settings on the Standby Server (optional) 365Step 18. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382Step 19. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . . 386

Section C: Postinstallation 391Step 20. Install required CCMS Service Updates on the Standby Server . . 392Step 21. Change the NGenDist, NGenDesign, and NGenSys passwords . . 396Step 22. Configure the NGen user groups for remote access (optional) . . . 400Step 23. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 402Step 24. Add the server to a domain (optional) . . . . . . . . . . . . . . . . . . . . . . 405Step 25. Install and configure Real-time Statistics Multicast . . . . . . . . . . . 415Step 26. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427Step 27. Verify your security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444Step 28. Disable the time synchronization features on the operating system 446Step 29. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . 448

Section D: Prepare the Replication Server 449Step 30. Install Windows Server 2003 on the Replication Server . . . . . . . . 450Step 31. Install the Replication Server software . . . . . . . . . . . . . . . . . . . . . 465Step 32. Set up the Warm Standby configuration on the Replication Server 472Step 33. Prepare the Standby Server to perform database backups . . . . . . . 489

6 Add a Standby Server to an existing CCMS environment 503

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504

Section A: Prepare the Replication Server 505Step 1. Install Windows Server 2003 on the Replication Server . . . . . . . . . 506Step 2. Install the Replication Server software . . . . . . . . . . . . . . . . . . . . . . 520

viii Contact Center Standby Server


Step 3. Verify Standby Server feature is enabled . . . . . . . . . . . . . . . . . . . . 527

Section B: Preinstallation 529Step 4. Read the relevant documentation for an upgrade . . . . . . . . . . . . . . 530Step 5. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 531Step 6. Install the latest Service Update and any required patches . . . . . . . 532Step 7. Perform a database integrity check on the Active Server . . . . . . . . 533Step 8. Check the disk partition configuration on the Active Server . . . . . 536Step 9. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . . 538Step 10. Create a Platform Recovery Disk on the Active Server . . . . . . . . 551Step 11. Prepare the Standby Server for Release 6.0 (optional) . . . . . . . . . 555Step 12. Record and check for required installation information . . . . . . . . 556Step 13. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562Step 14. Ensure the computer name and DNS host name match . . . . . . . . . 574Step 15. Configure the operating system for remote access . . . . . . . . . . . . 578Step 16. Install pcAnywhere version 11.5 on the Standby Server . . . . . . . . 585Step 17. Copy the latest Service Update and Platform Recovery Disk . . . . 598Step 18. Configuring the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599

Section C: Migrate the Active Server to the Standby Server 601Step 19. Migrate the Active CCMS to the Standby Server . . . . . . . . . . . . . 602Step 20. Configure your CCMS settings on the Standby Server (optional) 632Step 21. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649Step 22. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . . 653

Section D: Post-installation 659Step 23. Change the NGenDist, NGenDesign, and NGenSys passwords . . 660Step 24. Configure the NGen user groups for remote access . . . . . . . . . . . 664Step 25. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 666Step 26. Add the server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . 669Step 27. Install and configure Real-time Statistics Multicast . . . . . . . . . . . 679

Section E: Set up and test Warm Standby 693Step 28. Set up the Warm Standby configuration on the Replication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694Step 29. Test the Standby Server configuration . . . . . . . . . . . . . . . . . . . . . 711

Part 3 Switch over the servers 715

7 Switch over to the Standby Server 717Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 718

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Installation and Maintenance Guide for the Standby Server ix

Section A: Option One switchover 725Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726Switch over the servers for a planned outage (Option One). . . . . . . . . . . . . 728Switch over the servers for a short-term failure (Option One) . . . . . . . . . . . 745Switch over the servers for a long-term failure (Option One) . . . . . . . . . . . 765

Section B: Option Two switchover 787Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 788Switch over the servers for a planned outage (Option Two) . . . . . . . . . . . . 790Switch over the servers for a short-term failure (Option Two) . . . . . . . . . . 803Switch over the servers for a long-term failure (Option Two) . . . . . . . . . . . 818

Section C: Restore the Primary Server to active mode 837Restore options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 838Rebuild the software on the Primary Server after a failure . . . . . . . . . . . . . 840

8 Restart replication 843Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844Restart replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 845Problems restarting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 863

Part 4 Appendixes 865

A Install and uninstall patches 867Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 868Install patches on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870Uninstall SUs from the server using the Patch Manager . . . . . . . . . . . . . . . 875Problems restarting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881

B Maintain the Replication Server 883Monitor the Replication Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 884Maintain the Replication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892Remove Warm Standby configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893Stop and resume replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895Add Stable Queue partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898Upgrade the Standby Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901Uninstall the Replication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902Restart replication after maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 905

x Contact Center Standby Server


C Back up data 907Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 908Backup speeds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 912Requirements for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917Checklist to perform backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 920Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 921Calculate the capacity requirements for database backups. . . . . . . . . . . . . . 924Backup options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 927Set up tape backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929Set up remote directory backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932Guidelines for third-party backup software . . . . . . . . . . . . . . . . . . . . . . . . . 946Prepare for third-party backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948

D Restore data 953Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954Recover a recent backup of the database . . . . . . . . . . . . . . . . . . . . . . . . . . . 955Restore the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958Recover the database with a third-party backup. . . . . . . . . . . . . . . . . . . . . . 975

E Manage security 977Microsoft security guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 978Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 979Change Nortel user account passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980Protect pcAnywhere settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . . 985Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 986Use Security Configuration Wizard and enable Windows Firewall. . . . . . . 989Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1019

F Work with alarms and events 1025Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1026Change the Windows EventLog size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028Use the Windows Event Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1030Configure SNMP on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031

G Use server features 1035Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1036Database Expansion utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037

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Installation and Maintenance Guide for the Standby Server xi

H Uninstallation 1043Uninstall the database and Contact Center Manager Server. . . . . . . . . . . . 1044Reinstall the database software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057Uninstall License Manger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058Uninstall Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1062

I Reserved Standby Server names 1067Reserved words. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1068

J Change the names or IP addresses of servers 1071Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 1073Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . 1087Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 1104Change the Contact Center Manager Standby server IP address . . . . . . . . 1124Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 1171Change the Contact Center Manager Administration server name . . . . . . 1182Change the Contact Center Manager Administration server IP address . . 1199Change the Communication Control Toolkit server name . . . . . . . . . . . . . 1206Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 1216Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 1220Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 1232Change the Contact Center Multimedia Standby server name . . . . . . . . . . 1239

Glossary 1247

Index 1287

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Installation and Maintenance Guide for the Standby Server 13

C h a p t e r 1

Getting started

In this chapterNew in this release 14

Overview 18

About Standby Server 20

How to use this guide 27

Skills you need 28

Related documents 29

How to get help 33

14 Contact Center Standby Server

Getting started Standard 10.12

New in this release

The following sections detail what is new in the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server (297-2183-219) for release 10.12.

“Features” on page 14

“Other changes” on page 15

Features

See the following section for information about feature changes.

Organizational informationThis is a new guide that describes how to set up and initiate a switchover between the Active Server and the Standby Server. Information for this guide originally appeared as an appendix in the Contact Center Manager Server Installation and Maintenance Guide. Sections include:

“Contact Center Standby Server requirements” on page 37

“Install the Active Server software” on page 99

“Install and configure the Standby Server” on page 247

“Add a Standby Server to an existing CCMS environment” on page 503

“Switch over to the Standby Server” on page 717

“Restart replication” on page 843

“Install and uninstall patches” on page 867

“Back up data” on page 907

“Restore data” on page 953

“Maintain the Replication Server” on page 883

“Manage security” on page 977


January 2008 Getting started

Other changes

See the following sections for information about changes that are not feature-related.

“Expanded procedure for changing the server IP address” on page 15

“Post-switchover tasks updated” on page 15

“Install Windows Server 2003 updated” on page 16

“Backup and restore subprocedures added” on page 16

“Steps added to new postinstallation sections” on page 16

“New change server name and IP address appendix” on page 16

“Added a procedure for upgrading from Nodal to Corporate licensing” on page 17

“Added new procedure for uninstalling License Manager” on page 17

“Microsoft security guidelines added” on page 17

“Updated Change of IP Address appendix” on page 17

Expanded procedure for changing the server IP addressThe procedure to change the server IP address for the Active or Standby Server is expanded to included step-by-step instructions. These instructions cover configurations using a Nortel server subnet or an ELAN subnet, a co-resident License Manager, and updating other servers in the configuration.

This change applies to Appendix B, “Maintain the Replication Server.”

Post-switchover tasks updatedThe post-switchover procedure for the Contact Center Multimedia server is updated with additional steps.

This change applies to Chapter 7, “Switch over to the Standby Server.”



Install Windows Server 2003 updatedThe recommendation to configure the Active Server and the Standby Server with the same computer name and IP address is removed. The new recommendation is to configure the LAN network cards with the appropriate network IP configuration (for example, subnet mask and default gateway) for the subnet on which the server is located. The Standby Server must be configured with a different computer name and IP address from the Active Server.

This applies to steps in Chapter 5, “Install and configure the Standby Server” and Chapter 6, “Add a Standby Server to an existing CCMS environment.”

Backup and restore subprocedures addedAdditional subprocedures to back up and restore a database are added to the following procedures:

Setting up the Warm Standby configuration on the Replication Server

Restarting replication

These changes apply to Chapter 5, “Install and configure the Standby Server”, Chapter 6, “Add a Standby Server to an existing CCMS environment”, and Chapter 8, “Restart replication.”

Steps added to new postinstallation sectionsThe following steps are added to the new postinstallation sections:

Change the NGenDist, NGenDesign, and NGenSys passwords.

Configure the NGen user groups for remote access.

Add NGen names to pcAnywhere.

Add the server to a domain (optional).

Install and configure Real-time Statistics Multicast.

These changes apply to Chapter 5, “Install and configure the Standby Server” and Chapter 6, “Add a Standby Server to an existing CCMS environment.”

New change server name and IP address appendixA new appendix, Change server name and IP address, has been added. This appendix covers changing the server name and IP address of all Contact Center servers, including co-resident and Standby Server configurations.



Added a procedure for upgrading from Nodal to Corporate licensingA new procedure is added to cover an upgrade from Nodal licensing to Corporate licensing. The procedure covers coresident License Manager configuration, Primary and Secondary License Managers, and updates to additional Contact Center products, such as Contact Center Manager Administration, in the same configuration.

Added new procedure for uninstalling License ManagerA new procedure is added for uninstalling License Manager. This procedure is added to the License Manager chapter.

Microsoft security guidelines addedGuidelines are added to the Manager Security chapter to ensure your system has the latest Microsoft patches.

Updated Change of IP Address appendixThe Change of IP Address appendix is updated to include changes to the Contact Center Multimedia server.



Overview

This chapter describes the Standby Server and provides guidelines for using this guide.

The Installation and Maintenance Guide for the Standby Server provides information and procedures to help you complete the following tasks:

understand the requirements for a Contact Center Standby Server Release 6.0 server platform

connect external or peripheral hardware components

configure the Windows Server 2003 (Enterprise or Standard) operating system

install and configure pcAnywhere

install the Contact Center Standby Server Release 6.0 software

configure the Active, Standby, and Replication Servers

install the License Manager software

install the Server Utility software

perform a switchover from the Active to the Standby Server

stop and resume replication

Who should read this guide

This guide is intended for:

Nortel installers and distributors who are responsible for installing and maintaining Contact Center software

administrators who are responsible for monitoring and maintaining the Contact Center Manager Server

Access rights

This guide is based on the assumption that you have the privileges and access rights required to perform the procedures in this guide. For more information, see the Contact Center Manager Administrator’s Guide.



License Manager

Some features described in this guide are optional. The License Manager software provides access to these features. You can install License Manager on the same server on which you install the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.



About Standby Server

The Standby Server feature includes the following:

Active Server

Standby Server

Replication Server

The Contact Center Standby Server feature supports a Warm Standby configuration so that a Standby Server can run your contact center if the Active Server fails. You can configure the Standby Server in the same way as the Active Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the switch.

If the Active Server fails, or if you decide to stop its service for a while, the Standby Server takes over the operation of the contact center. This avoids costly downtime for the contact center.

Contact Center Standby Server can be used with Contact Center Manager Servers in nodal or networked environments, but cannot be used with an NCC server.

The Contact Center Standby Server feature uses the Sybase Replication Server product to maintain a pair of Contact Center Manager Server databases—an Active Server database and a Standby Sever database. The Active Server database belongs to the Active Server, while the Standby Server database belongs to the Standby Server.

The Replication Server runs on a dedicated server that is separate from the Active Server and the Standby Server.

During normal contact processing, the Active Server regularly updates its database. The Replication Server copies the database updates to the Standby Sever database. The Replication Server updates the Standby Server database in the same manner as the Active Server updates its database to maintain consistency between the databases.



Co-residency

Co-residency is not supported in Contact Center Standby Server. You cannot install a Standby Server for an Active Server containing Contact Center Manager Server and Contact Center Manager Administration, Communication Control Toolkit, or Contact Center Multimedia.

Switchover options

The following are the two switchover options:

Option One—Option One switchover is invoked manually by the user, or it is used in conjunction with the Automatic Switchover option if it is enabled. This option configures the Standby Server for use and launches the Contact Center Manager services without further user intervention.

Use Option One for Geographic Redundancy scenarios. You can also use Option One for Campus Redundancy scenarios if you are updating Nortel or third-party applications with the address of the Standby Server, and doing so does not involve significant overhead.

Option Two—Option Two switchover is invoked manually only. If you use Option Two, you must change the computer name and Nortel server subnet IP address on each server during switchover. The remaining steps are automated. Use this method for Campus Redundancy scenarios where updating Nortel or third-party applications with the address of the Standby Server involves significant overhead.

ATTENTION If the Active and Standby Servers are members of a Windows domain, the domain administrator must remove the Standby Server computer name from Active Directory Users and Computers on the domain controller. You can then change the name of the Standby Server to that of the Active Server.



Automatic switchover

You can use the Automatic Switchover option to switch over to the Standby Server without any user intervention. The Automatic Switchover is limited to the operation of the Standby Server and does not take into account additional application servers such as Contact Center Manager Administration, Contact Center Multimedia, and CallPilot.

You configure this option on the Replication Server.

Alarms and events

A new alarm is added on the Standby Server to alert the administrator when the connection between the Active Server and the Replication Server is disrupted. For a complete list of alarms and events, see “Alarms and events” on page 888.

Agent status during a switchover

When the Active Server stops functioning, the agents remain connected to the current call presented to them through Contact Center Manager Network Skill-Based Routing (NSBR). Subsequent calls are plain Automatic Call Distribution (ACD) calls and are presented to their set default queue. The agents do not need to log on and are only aware that the Active Server is out of service based on information on their set displays. No skillset information is displayed on the telephone or desktop when calls are presented.

When the switchover occurs, the Standby Server takes the place of the Active Server. The ASM starts on the Standby Server and the Terminal Numbers (TN) are acquired. The agents continue to be connected to the current call presented to them through ACD, until the call is released. When the call is released, the agents’ sets log off, Set Busy appears on the display, and their MakeSetBusy key lamp is activated. They must log back on to handle Standby Server skillset calls.

Initializing the Standby Server database

When configuring a Warm Standby system, and before replication begins, you must initialize the Standby Server database so that it is identical to the Active Server database. Initializing the Standby Server database involves backing up the Active Server database and restoring the backup on the Standby Server



database. This method allows the Active Server to continue operating while you configure the Warm Standby system. Database updates continue in the Active Server database as part of normal call center operations before and after the database backup is created on the Standby Server.

You initialize the Active Server database when you set up the Warm Standby configuration on the Replication Server. For more information, see Step 32. “Set up the Warm Standby configuration on the Replication Server” on page 472.

In such a scenario, it is important that database updates included in the database backup and restore are not replicated to the Standby Server, as this can cause errors in the Standby Server database. The Replication Server has a mechanism, using a system of markers, that distinguishes between transactions that occur before the database backup is created and transactions that occur after.

When a Warm Standby system is configured, the Replication Server writes an enable replication marker into the Active Server database transaction log. When a database backup is created, the Active Server writes a dump marker into the Active Server database transaction log.

The Replication Agent on the Active Server scans transactions in the

transaction log, including the markers, and sends them to the Replication Server. The Replication Server starts replicating transactions to the Standby Server when it receives the first dump marker after receiving the enable replication marker.

Additional InformationAdditional Sybase Replication Server documentation is on the Sybase Web site (www.sybase.com).

Enable marker

Dump marker

Loggrows

Applied to thestandby data-base

Included in backup, and loaded in the standby data-base



Network Architecture

Two main features of Contact Center Standby Server architecture are the Geographic Redundancy and Campus Redundancy solutions. Decide which solution to use based on which switchover option you will invoke. For more information, see “Switchover options” on page 21.

Switchover Option One must be used in Geographic Redundancy scenarios. With Geographic Redundancy, the Active and Standby Contact Center Manager Servers are geographically dispersed. They are likely in different network subnets. The entire setup is duplicated at the secondary site (including CS1000, CallPilot, and Contact Center Manager Administration). Therefore, you perform fewer post-switchover steps, as all of the entities that connect to Contact Center Manager Server at the secondary site are already configured with the IP address of the Standby Server.

You can also use Switchover Option One in Campus Redundancy scenarios if updating Nortel or third-party applications with the address of the Standby Server does not involve significant overhead.

Geographic RedundancyA Geographic Redundancy solution consists of a primary site and a remote secondary site. All equipment at the primary site is duplicated at the secondary site, including Contact Center Manager Server, Contact Center Manager Administration, the switch, Contact Center Multimedia, Communication Control Toolkit, CallPilot, as applicable. The primary and secondary sites are connected using the enterprise Wide Area Network (WAN). Each Contact Center Manager Server is connected to its local Communcation Server 1000/Meridian 1 PBX switch. The Replication Server replicates the database transactions between the primary Contact Center Manager Server (the Active Server) and the secondary Contact Center Manager Server (the Standby Server).

The following figure shows the relationship between servers, switches, and the WAN in a Geographic Redundancy solution.



Campus RedundancyThe Campus Redundancy solution also consists of a primary Contact Center Manager Server (the Active Server), a secondary Contact Center Manager Server (the Standby Server), and a Replication Server. However, the server are located in the same physical location and on the same network subnet. The Active and Standby Servers can be connected to the same or separate switch. The Replication Server replicates the database transactions between the Active Server and the Standby Server.

In normal operation, the Standby Server is not operational.

The Warm Standby configuration is one-to-one. The Active Server replicates to only one Standby Server.

Each Active and Standby Server is configured with a unique computer name and a Nortel server subnet IP address. Each Standby Server can be configured with a unique Embedded Local Area Network (ELAN) subnet IP address (optional).

The following figure shows the relationship between servers, switches, and the WAN in a Campus Redundancy solution.



How to use this guide

This guide covers topics such as installing all components of Contact Center Standby Server, upgrading or switching the server software, backing up and restoring data, and maintaining the server.

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 “Where to start in this guide” section focuses only on the most common tasks. If the task you want to perform is not listed, use the table of contents or index to find the information you need.

Where to start in this guide

The following table describes where to start for common procedures.

If you want to do this Start here

Install the Active Contact Center Manager Server.

Chapter 4, “Install the Active Server software.”.

Install and configure the Standby Server software.

Chapter 5, “Install and configure the Standby Server.”.

Add the Standby Server to a preexisting Contact Center Manager Server environment.

Chapter 6, “Add a Standby Server to an existing CCMS environment.”.

Perform a switchover. Chapter 7, “Switch over to the Standby Server.”.

Install patches. Appendix A, “Install and uninstall patches.”.

Back up data. Appendix C, “Back up data.”.

Restore data. Appendix D, “Restore data.”.

Monitor and maintain the Replication Server.

Appendix B, “Maintain the Replication Server.”.

Manage security. Appendix E, “Manage security.”.



Skills you need

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

Required experience or knowledge

Before you install the Contact Center portfolio, you must 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



Related documents

The 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 engineering guidelines, and server requirements

Nortel Contact Center Manager Planning and Engineering Guide

297-2183-934

Nortel Contact Center Manager CapTool User’s Guide

297-2183-935

Server requirements Nortel Contact Center Server and Operating System Requirements Guide

297-2183-263

The Contact Center portfolio

Nortel Contact Center What is New in Release 6.0

297-2183-903

Required installation and server data

Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)

297-2183-226

Switch configuration Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide

297-2183-931

Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS

297-2183-937

Nortel SIP Contact Center Switch Configuration Guide

297-2183-962

Server operating system configuration and requirements

Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide

297-2183-212



Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server

297-2183-944

Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide

297-2183-213

Nortel Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide

297-2183-215

Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide

297-2183-214

Nortel Contact Center 6.0 Security Guide

Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List




Installation, upgrades, migration, and maintenance

Nortel Contact Center Manager Server Installation and Maintenance Guide

297-2183-925

Nortel Contact Center Manager Server Installation and Maintenance Guide for the Coresident Server

297-2183-218

Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server

297-2183-219

Nortel Contact Center Manager Administration Installation and Maintenance Guide

297-2183-926

Nortel Communication Control Toolkit Installation and Maintenance Guide

297-2183-946

Nortel Contact Center Multimedia Installation and Maintenance Guide

297-2183-929

Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0

297-2183-227

Scripting Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX

297-2183-930

Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS

297-2183-936

Nortel Contact Center Manager Database Integration User Guide

297-2183-940




Networked contact center

Nortel Contact Center Manager Network Control Center Administrator’s Guide

297-2183-932

Administering contact centers

Nortel Contact Center Manager Administrator’s Guide

297-2183-927

Supervising contact centers

Nortel Contact Center Manager Supervisor’s Guide

297-2183-928

Reporting Nortel Contact Center Historical Reporting and Data Dictionary

297-2183-914

Handling contacts Nortel Contact Center Agent Desktop User Guide

297-2183-945




How to get help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The 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:

Get help from the Nortel Web site

The 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

Link to Takes you directly to

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

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

http://www.nortel.com/espl

http://www.nortel.com/helmsman

http://www.nortel.com/support



Get help over the phone from a Nortel Solutions Center

If 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 Web site below to obtain the phone number for your region:

www.nortel.com/callus

Get help from a specialist by using an Express Routing Code

You 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

Get help through a Nortel distributor or reseller

If 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.

http://www.nortel.com/callus

http://www.nortel.com/erc


Pa r t 1

General information


Standard 10.12


C h a p t e r 2

Contact Center Standby Server requirements

In this chapter Overview 38

Feature requirements 41

Server requirements 42


Contact Center Standby Server requirements Standard 10.12

Overview

This chapter describes the network, hardware, and software requirements to set up and run Contact Center Standby Server.

Network layout

The Active Server, Standby Server, and Replication Server are connected to the Nortel server subnet. Each server has a unique Nortel server subnet IP address and host name.

If you are using an ELAN subnet (optional), Nortel recommends that the Active and Standby Servers have unique ELAN subnet IP addresses to allow the Standby Server to connect to the ELAN subnet. However, you can use the same ELAN subnet IP address. If you use the same ELAN subnet IP address, ensure the Standby Server ELAN subnet NIC is not connected to the ELAN subnet; otherwise, an IP conflict occurs. If your system includes entities that are configured with the ELAN subnet IP address, for example Communication Server 2x00/DMS, you must configure the Standby Server with the same ELAN subnet IP address as the Active Server. You can leave the Standby Server connected to the ELAN subnet while the server is operating as the Standby Server. Nortel recommends the Replication Server be connected to the Nortel server subnet.

When you perform an Option Two switchover, disconnect the previously Active Server from the ELAN subnet by physically disconnecting the server from or by disabling the ELAN subnet network cards from Network Connections.

ATTENTION If you change the configuration of the Active Server at any time, you must rerun the Server Setup Configuration Utility on the Standby Server to make sure the configurations match.

ATTENTION Nortel recommends that the servers be in a workgroup rather than on a domain to eliminate the process of removing the computer name and IP address on the domain controller.


January 2008 Contact Center Standby Server requirements

Configure Contact Center Manager Server clients with the computer name of the Active Server for Contact Center Manager Server.

The following table describes Nortel server subnet and ELAN subnet information for each component in the Standby Server configuration.

Component Computer name

Nortel server subnetaddress

ELAN subnetaddress (optional)

Notes

Active Server Configured with unique computer name.

Configured with unique Nortel server subnet IP address.

Configured with ELAN subnet IP address. Connected only to ELAN subnet while in Active mode (dual-NIC configuration).

When switching to Standby mode, reconfigure with the Nortel server subnet IP address and the computer name of the Standby Server (Option Two switchover).

Standby Server Configured with unique computer name.


Configured with unique ELAN subnet IP address as the Standby Server.

When switching to Active mode, reconfigure with the Nortel server subnet IP address and the computer name of the Active Server (Option Two switchover).

Contact Center Manager Server Server Utility Configuration

Configured with computer name of initial Active Server.

N/A N/A Server Utility continues to use the same computer name to connect to the Active Server (Option Two switchover).



Contact Center Manager Administration

Configured with computer name of initial Active Server.

N/A N/A Contact Center Manager Administration continues to use the same computer name to connect to the Active Server (Option Two switchover).

Replication Server

Configured with unique computer name.


N/A

Component Computer name

Nortel server subnetaddress

ELAN subnetaddress (optional)

Notes



Feature requirements

When you configure the Contact Center Standby Server feature, you must perform the following tasks:

1. Configure the Active, Standby, and Replication Servers with different computer names.

2. Configure the Active, Standby, and Replication Servers with different Nortel server subnet IP addresses.

3. Configure the Active and Standby Servers with the same ELAN subnet IP address if your system has other entities associated with the ELAN subnet IP address, such as Communication Server 2x00/DMS.

4. Check that the sizes of drive F, and other additional driver, in both the Active and Standby Servers are the same. This ensures that the database devices are the same size on each server.

5. Ensure that the Replication Server is a dedicated server.

The Replication Server has its own Service Updates (SUs). Follow the instructions in the readme files to install the SUs as they are made available.

6. Apply Contact Center SUs or Service Update Supplementary (SUSs) on the Active Server before the Standby Server whenever you install patches on a Standby Server configuration. Failure to do so results in critical errors in the Standby Server configuration.



Server requirements

Contact Center Standby Server is a software-only product. The customer supplies the server and all hardware. In this guide, the term Contact Center Standby Server refers to the software product. Standby Server refers to the physical secondary server.

Materials

Check that you have the following materials before you start the installation:

(optional) blank tape for database backup procedures (used with Contact Center Standby Server procedures)

equipment log (records the model and serial number of the system, all installed options, and other information)

Microsoft Windows Server 2003 CD-ROM

latest Windows Server 2003 service pack that is validated with Contact Center Manager Server

You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List available on the Partner Information Center Web site (www.nortel.com/pic)

pcAnywhere software version 11.5—supplied (provides remote access by Nortel service)

Hardware platforms

Contact Center Standby Server supports hardware that meets the minimum requirements as described in “Hardware specifications” on page 43, 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. See the Microsoft Web site for details.



Platform Compliance Check (for the Standby Server)

To check whether a particular server meets these basic requirements for Platform Vendor Independence, run the Preinstall Compliancy Checker utility on that server after the operating system is installed and the drives are partitioned according to the specifications in this chapter. This utility is included in the CCMS folder on the application DVD. It generates warnings and suggestions when the server under test does not satisfy the minimum or suggested requirement.

The Preinstall Compliancy Checker utility does not check all requirements for Platform Vendor Independence. You must ensure that the server meets all of the requirements in “Hardware specifications” on page 43.

Nortel platforms no longer supportedYou cannot use any Nortel platforms for Release 6.0 of Contact Center Standby Server because they do not meet the minimum requirements for Platform Vendor Independence. These servers include:

701t servers

702t servers

1000t servers

1001t servers

1003t servers

High Availability PlatformsContact Center Standby Server is also supported on any High Availability Platform that has undergone compatibility testing with Contact Center Standby Server as part of the Nortel Compatibility Test Program. For more details about this compatibility test program, see www.nortel.com/prd/dpp/.

Hardware specifications

For the Contact Center Standby Server to run properly, the customer-supplied Active, Standby, and Replication Servers must meet the following minimum requirements.



Active and Standby ServerThe Active and Standby Servers must meet the platform requirements for running Contact Center Manager Server. No other platform requirements are necessary.

Replication ServerNortel recommends that the server meet the typical settings in the following table. However, the actual requirements for the Replication Server platform depends on the profile of your call center, including such factors as the number of agents and the call rate.

Hardware itemSee Note 1.

Minimum requirements

Typical configuration Additional information

CPU Intel-based CPU - Pentium III 733 Mhz

Intel-based CPU - Xeon 2 GHz

Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP are supported.

Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.

Non-supported processors include Intel Celeron, Intel Itanium (IA 64), and AMD processors.

RAM 256 MB 512 MB

Hard disk space

20 GB of physical disk space

40 GB of physical disk space (80 GB of physical disk space with RAID-1)

A tool for calculating the required stable queue disk space for a given installation is available from the Partner Information Center (www.nortel.com/pic).



Hard disk partitioning

See “Replication Server disk partitioning” on page 47 for this information.

Hard disk type IDE, SCSI or SATA SCSI or SATA At this time, a SAN (Storage Area Network) configuration is not supported.

Hard disk speed

7200 RPM > 7200 RPM

Floppy drive Not required Not required

DVD ROM one DVD ROM drive one DVD ROM drive

Serial port

See Note 2.

one serial port (for modem access) or USB port (if using USB modem)

one serial port (for modem access) or USB port (if using USB modem)

Optional serial ports, as follows:

If you are using a modem for remote support, rather than a virtual private network (VPN), you require one serial port, configured as COM1. If you are using a USB modem, you require a USB port.

If you use a smart UPS that requires an additional serial port on the server platform, you also need the additional serial port.

Network interface

one network interface card

one network interface card

Network interface card must be 100 Mb/s Ethernet.






Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).

Note 2: For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.

Video card one video card and monitor

one video card and monitor

1024 x 768 minimum resolution

Keyboard one keyboard one keyboard

Mouse one mouse one mouse

Modem 33.6 KB/s minimum for remote technical support

33.6 KB/s minimum for remote technical support

Backup/Restore

backup system for database backup can be either tape drive or remote directory

backup system for database backup can be either tape drive or remote directory

For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.






Replication Server tape drive requirements

The following paragraphs list the requirements for tape drives used with Replication Servers.

Tape drive requirements

Use a SCSI tape drive listed on the Microsoft Compatibility List for Windows Server 2003 on the Microsoft Web site. Ensure that the SCSI ID for the tape drive does not conflict with existing SCSI IDs configured for other server devices.

Use 1/4-inch cartridge, and 4-mm or 8-mm digital audio (DAT) format drives.

Use drives that are either internal or external to the server.

Use drives that are capable of operating under Windows Server 2003. All hardware devices must be on the Microsoft Hardware Compatibility List for the applicable Windows Server 2003 operating system. For a complete list of compatible hardware devices, see the Microsoft Web site.

Other hardware requirementsIf you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.

Replication Server disk partitioning

The following table provides information about partitioning a server to meet the requirements of Platform Vendor Independence. The minimum partition sizes are based on the following:

2 GB = 2048 MB3 GB = 3072 MB4 GB = 4096 MB

ATTENTION You must not install any other application class software on the Replication Server.



The actual requirements for a call center vary depending on the number of agents, call rate, and other factors.

Primary and extended partitionsThe operating system resides on the C partition. This must be the only primary partition. All other partitions (D, F, G, and other additional partitions) must be logical drives within extended partitions. Pay close attention to this when you partition the drives. See the documentation provided with the operating system for details.

Drive letter

Minimum size

Recommended size

Maximum size Notes

A 1.44 MB 1.44 MB N/A Floppy drive A.

C 12 GB 16 GB N/A

Limited only by the operating system

NTFS partition on disk 0. This must be partitioned as the primary partition. The Windows 2003 operating system and pcAnywhere are installed here.

You can use the Remote Desktop Connection feature in Windows as an alternative for remote support access tool instead of pcAnywhere.

D 8 GB 16 GB N/A

Limited only by the operating system

Additional NTFS partition on disk 0 or an NTFS partition on a different disk.

This must be partitioned as a logical drive within an extended partition, because this partition is not used for startup.

Contact Center Standby Server software is installed here.

E N/A N/A N/A DVD ROM drive



Notes:

1. Additional Stable Queue disk drive partitions can be on separate disks or on the same disk, depending on the your preference and hardware configuration. Nortel has tested Stable Queue partitions on the same drive as C and D, and on different drives.

2. Create partitions in drives F through U as logical drives within extended partitions because these partitions are not used for startup.

3. Ensure that drives F through U have the capacity to support Stable Queues of sufficient size for your contact center. The size of drives F through U is determined solely by the required size as calculated by the CapTool. These drives can be on the same or different physical disks, depending on user preference.

F 4 GB 32 GB 32 GB Drive F and any additional drives are used to store the database.

ATTENTION Do not install any other application class software on the Replication Server.

Drive letter

Minimum size

Recommended size

Maximum size Notes


C h a p t e r 3

Licensing

In this chapterOverview 52

Nodal and Corporate licensing 53

About the license file 58

Install License Manager 66

Configure the License Manager 72

Update the license file 75

Uninstall License Manager 85

Licensing grace period 89

License Manager statistics 94

Other licensing 96

52 Standby Server

Licensing Standard 10.12

Overview

The License Manager controls the licensing of Contact Center. The License Manager provides central control and administration of application licensing for all of the elements of Contact Center.

You can choose Nodal Licensing mode for a single Contact Center installation or Corporate Licensing mode for a network of Contact Center installations.

You can also maintain a secondary License Manager, which takes over the licensing if the primary License Manager fails.

This chapter describes the Nodal and Corporate Licensing modes, how to interpret your license file, how to install and configure the License Manager for your contact center, and the licensing grace period.


January 2008 Licensing

Nodal and Corporate licensing

Before installing Standby Server, you must know whether you are going to use Nodal or Corporate Licensing. You must also decide which server would be least affected by the real-time operation of the License Manager.

Nodal licensing—The options in the license file apply to a single installation of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.

Corporate licensing—The options in the license file apply to a network of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit servers.

You can install the License Manager on the Network Control Center (NCC) server or a Contact Center Manager Server, based on the following rules:

If you are installing Contact Center components in a networked environment with a NCC server, and you are using Corporate Licensing, Nortel recommends that you install the License Manager on the NCC server.

If you are installing Contact Center components in a networked environment with an NCC server, and you are using Nodal Licensing, you must install the License Manager on Contact Center Manager Server. The NCC server must point to the Standby Server node that has a license for the NCC server.

If you are installing a single Standby Server, install the License Manager on the same server.

Nodal licensing

When you choose Nodal licensing, all licensing options for the applications in the Contact Center node are in a single license file that is managed by the License Manager.

The following diagram shows an example of the Nodal licensing architecture. A single License Manager is responsible for the node. The License Manager co-resides with the Contact Center Manager Server application.

54 Standby Server




Corporate licensing

You can use Corporate Licensing to distribute licenses to multiple servers so they can share licenses from a single pool.

ExampleYou have two sites: Galway and Auckland. Both sites have 100 Voice Agents. The License Manager is installed co-resident with the Galway Standby Server. When the day starts, all of the voice agents in Galway request licenses from the license server. One hundred licenses are issued in Galway. As Galway closes, the Auckland day starts. As the Galway agents log off, the licenses are made available for the agents in Auckland.

In this example, you require only 100 Voice Agent licenses to share across the two sites.

Each license that the License Manager grants to the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, or Communication Control Toolkit is refreshed by the respective application. This ensures that licenses are always returned to the License Manager pool if the applications fail. The refresh mechanism requires an available network connection to the License Manager.

The following diagram shows a Corporate licensing architecture with a primary and secondary License Manager.

56 Standby Server




Managing two License Manager serversIn a Corporate Licensing environment, you can configure two License Manager servers: a primary License Manager and a secondary License Manager. Only one License Manager can be active at one time. The primary License Manager actively maintains the licenses.The secondary License Manager runs as a standby License Manager to provide redundancy in a corporate environment. You can configure the secondary License Manager as the Standby License Manager for the Contact Center License Manager components so that it is not actively used for licenses unless the active License Manager fails.

Configure your preferred active License Manager as the primary License Manager.

For Corporate License applications, Nortel recommends that you install the primary License Manager software on the NCC.

Install the secondary License Manager on any Contact Center Manager Server that does not contain the primary License Manager, including the NCC. You cannot install the primary and secondary License Manager software on the same server.

The following conditions apply:

You cannot configure a Standby License Manager in a Nodal licensing environment.

Do not use the Standby License Manager for load balancing issues.

58 Standby Server


About the license file

The License Manager available in Contact Center uses a new license key structure. The License Manager license file replaces all the existing Symposium keycodes. The License Manager offers flexible licensing options and supports licensing of features at the node (Nodal License) or network (Corporate License) level.

The license file provides a single point of administration for licensing and includes multiple keycodes for Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit. This single file reduces the number of separate keycodes that you must maintain. If you require additional features or if your requirements change, you can upload a new license file, containing the new licensing information, to the server and replace the existing licensing file.

You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is called plservrc.

Corporate license file

A license key in the product name identifies the Corporate License. For example, in LM_CCS300C, the last letter C indicates a Corporate License.

In Corporate Licensing mode you can use a secondary License Manager for redundancy. Both the primary and secondary License Managers can use the same license file.

ATTENTIONA corporate license file can only be generated from the Nortel server subnet Network Interface Card (NIC) MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the Communcation Server 1000/Meridian 1 PBX serial ID.



Nodal license file

Nodal Licensing indicates that the licenses are distributed only to that node. You cannot share licenses. A license key in the product name identifies the Nodal License. For example, in LM_CCS300N, the last letter N indicates a Nodal License.

Reading the license file

A license file contains a number of license keys. Each license key supports a different license feature.

When a secondary License Manager is specified for a feature, two license keys appear. Each license is keyed against the MAC address of the two License Manager servers.

A license key consists of an encrypted license and a comment detailing the components of the license.

ExamplezELLH+XobsdLTU48vNDHy8/NzBR0ZGxqyUCE8Omk49D7E3HpZ4ECA8eHIzqWcNN2ug5XGRuaGlpKSg== # LM_CCS300C 6.0 00:11:25:3e:11:78 Identifier (1) 60 secs

The number sign (#) denotes a comment.

Component Description

LM_CCS300C Feature ID. The Corporate Networking package.

6.0 Release of the product.

00:11:25:3e:11:78 License identifier.

Identifier Information field.

(1) Number of licenses available.

60 secs Refresh rate. If the License Manager does not receive a refresh message within this time, it releases this license, and issues it to another client.

60 Standby Server


Viewing the license file configuration

Use this procedure to view the license file information, including which licenses are validated in your contact center.

1 On the server where the License Manager is installed, from the Start menu, click All Programs > Nortel Contact Center > License Manager > Configuration.

Result: The License Manager Configuration dialog box appears. Use this dialog box to verify the IP address of the License Manager files (primary and secondary) and the License Manager port number.



2 Click View Licenses.

Result: The CCMS Package Features dialog box appears listing the available licenses.

3 Click OK.

4 Click Cancel to exit the License Manager Configuration dialog box.

Interpreting the license file

Contact Center includes package, agent, and feature licensing.

Package licensingThe license file includes the following package types:

CCS200—The base package (The Network-skilled Based Routing feature is not included in the base package.) You must select this package for SIP installations.

CCS300—The networking package

CCS350—The Network Control Center package

62 Standby Server


These packages are available in both the Nodal Licensing (N) and Corporate Licensing (C) modes.

Agent licenses Agent licenses determine the number of agents that can log on to Contact Center. Agent licenses are available for both Nodal and Corporate Licensing.

Licensing is available for the following types of agents:

voice agent

video agent (SIP only)

outbound agent

e-mail agent

Web communications agent

Feature licenses The following feature licenses are available:

Open Queue (not supported co-resident with SIP)

Universal Networking (not supported co-resident with SIP)

Standby Server

Outbound (not supported co-resident with SIP)

Report Creation Wizard (supported with SIP)

Licensed features

This section describes some of the licensed features in Contact Center.

Open Queue With Open Queue, you can queue voice and multimedia contacts in Contact Center and then route the contacts to agents using the Contact Center Agent Desktop. Configure Open Queue using the Contact Center Manager Server Setup Configuration utility.

Universal NetworkingUniversal Networking is the networking between Communcation Server 1000/Meridian 1 PBX systems and Communication Server 2x00/DMS systems.



Universal Networking refers to the following features:

Network Skill-based Routing between all switch types supported by Contact Center

attached data transport during agent-initiated transfers or conferences when under the control of the Communication Control Toolkit

Configure the Universal Networking feature using the Contact Center Manager Server Setup Configuration utility.

Standby ServerUse the Standby Server feature to replicate a primary Contact Center Manager Server database to a Standby Server.

Configure the Standby Server using the Contact Center Manager Server Setup Configuration utility.

For more information, see the Nortel Contact Center Manager Server Installation Guide and Maintenance Guide for the Standby Server.

Outbound Only licensed users can access the Outbound Campaign Manager Tool using Contact Center Manager Administration.

The Outbound Campaign Manager Tool is only compatible with Contact Center Multimedia/Outbound.

For more information about the Outbound feature, see the Contact Center Manager Administrator’s Guide.

Report Creation WizardReport Creation Wizard provides a simplified method to customize historical reports within Contact Center.

Report Creation Wizard is a user-based license. License Manager controls the maximum concurrent Report Creation Wizard users.

Contact Center Manager Administration includes a one-user license for the Report Creation Wizard feature. You can order additional licenses in groups of 5 up to a maximum of 25 licenses (that is, 5, 10, 15, 20, or 25 licenses).

64 Standby Server


For more information about Report Creation Wizard, see the Contact Center Manager Administration Installation and Maintenance Guide.

License identifiers

License identifiers connect a license file to a particular server or to a particular installation. For example:

pT0z9b4z++unYkFAwIAZlJKQkVElvfG2lTzUsgCOqLtqtsbWmp6cHZ3dzc0= # plicd 1.2 00:11:25:3e:11:78 (1) 360 secs

Communication Server 2x00/DMS serverThe only identifier allowed for DMS installations is the MAC address for the Standby Server running the License Manager.

The MAC address can be any MAC address of any of the network interface cards (NIC); however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.

Communcation Server 1000/Meridian 1 PBX serverThe serial ID of the Communication Server 1000 server (CS 1000) is the identifier for Nodal Communcation Server 1000/Meridian 1 PBX installations.

You can also use the MAC addresses, but the license file is shipped with a serial ID rather than the MAC address.

You must enter the serial ID correctly during the installation. If the serial ID does not match the ID used to generate the license file, the Contact Center License Manager Server cannot start.

ATTENTIONA corporate license file can only be generated from the Nortel server subnet NIC MAC address. The nodal license file can be generated from either the Nortel server subnet NIC MAC address or the Communcation Server 1000/Meridian 1 PBX serial ID.



Communication Control Toolkit serverIf you plan to use the Communication Control Toolkit server as a standalone server (without Contact Center Manager Server), the license identifier is the MAC address of the server.

If you are using Communication Control Toolkit as part of the Contact Center solution, use Contact Center Manager Server for the License Manager software.

The MAC address can be any MAC address of the NICs; however, Nortel recommends that you use the Nortel server subnet MAC address. If the MAC address does not match the MAC address in the license file, the Contact Center License Service cannot start.

SIP serverThe only identifier allowed for SIP installations is the MAC address of the Standby Server running License Manager.


Mixed Corporate nodeIn all Corporate installations, even if all servers connect to a Communcation Server 1000/Meridian 1 PBX, servers use the MAC address as the identifier.


66 Standby Server


Install License Manager

This section provides an overview of the three different kinds of License Manager installations.

License Manager with Standby Server or Network Control Center serverUse this installation of License Manager if you use the Standby Server database to store the historical statistics for the maximum number of licenses that are issued in an interval, day, week, and month.

Dedicated installation (without the database)Use this installation if you are not installing Standby Server in the network. When you choose the dedicated installation, no historical statistics are collected concerning the license usage.

Dedicated installation (includes the database)This option is not currently supported.

Installing the License Manager software

Nortel recommends that you install the License Manager on a server on which you plan to install Contact Center Manager Server, or on a Network Control Center server; however, you must install the Contact Center Manager Server application before you install the License Manager.



1 Log on to the server as Administrator.

2 Insert the Contact Center DVD into the DVD-ROM drive and wait for it to start. If the DVD does not start, browse to the DVD and run setup.exe.

Result: The following window appears.

ATTENTIONNortel recommends that you install License Manager on the NCC server in a Corporate License environment, with a secondary License Manager installed on another Contact Center Manager Server.

68 Standby Server


3 Select License Manager and click Install.

Result: The License Manager InstallShield Wizard window appears.

4 Click Next.

Result: The Custom Installation Information window appears.



5 Select the type of installation you require, and then click Next.

Result: The License File location window appears.

6 Click Browse.

7 Navigate to the license file and select it.

You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is named plservrc.

70 Standby Server


8 When the license file location appears in the box, click Next.

Result: The Ready to Install the Program window appears.

9 Click Begin.

Result: The Installing License Manager window appears showing the progress of the installation. When the installation is complete, the InstallShield Wizard Completed window appears.

10 Click Finish.



Installing service updates (SU) and service update supplements (SUS)

Install the latest SU and SUS after you install the License Manager software. The latest SU and SUS are not automatically picked up by the License Manager installation. You can find the latest SU and SUS in the DTR document (DTR-2005-0392-Global-Rev n).

72 Standby Server


Configure the License Manager

This section describes how to configure the licensing information for Contact Center Manager Server after you install the License Manager software.

1 On Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

2 Click the License Manager tab.

3 From the CCMS Package list, select the package and mode (Nodal or Corporate Licensing).

. ca

CAUTION

Risk of malfunctionMake sure that you read the license file (provided by your distributor) and that you know which CCMS package you require. You cannot choose a different package after you configure Standby Server. If you choose the wrong package, you must reinstall Standby Server.



You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is called plservrc.

The options in the CCMS package list depend on your installation. Only packages applicable to your installation choice appear in the list. For example, if you install NCC, only CCS350 packages appear.

The options can include the following:

CCS200N

CCS200C

CCS300N

CCS300C

CCS350N

CCS350C

Result: After you select the package and mode, a list of the CCMS optional packages appears with a list of extra features that you can select.

4 Select all of the optional features that you purchased.

5 Click View Features to review the features you select.

6 If you are connecting to a Communcation Server 1000/Meridian 1 PBX, enter the serial number of the switch in the Serial Number field.

The serial number must match the serial number in the License file and the switch serial number.

7 In the Primary License Manager IP box, type the IP address of the Primary License Manager server.

If you selected the Nodal Licensing package in Step 1, the Contact Center Manager Server Setup Configuration utility automatically populates the Primary License Manager Server IP address because the License Manager server and Contact Center Manager Server must be installed on the same server. If you selected a Corporate Licensing package, you must enter the IP address manually.

8 In the Port box, type the port number of the Primary License Manager.

The default port number is 3998. You must have 10 ports to configure licensing on any server. These 10 port numbers are offset from the base port number that is set during the License Manager configuration. The range of ports is 3998 to 4007. If, for example, you want to change the port number to 20000, the port range is 20000 to 20009.

74 Standby Server


9 If you have a Secondary License Manager, in the Secondary License Manager IP box, type the IP address of the Secondary License Manager server.

The Secondary License Manager is only available for Corporate Licensing.

The IP address of the Secondary License Manager cannot be the same as the Primary License Manager.

10 In the Port box, type the port number of the Secondary License Manager.

The default port number is 3998. You must have 10 ports to configure licensing on any server. These 10 port numbers are offset from the base port number that is set during the License Manager configuration. The range of ports is 3998 to 4007.

Each application (Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit) requires the range of 10 ports.

11 Click OK.

ATTENTIONThe IP addresses for the primary and secondary License Manager must be on the same Nortel server subnet and the Nortel server subnet must be at the top of the binding order on the Contact Center Manager Server and License Manager.



Update the license file

You can use the License Manager Configuration window to locate (or change) the license file and to change the default port number.

This section provides the steps to:

change the default License Manager port number

change the license file (for upgrading features or numbers of agents)

change from Nodal to Corporate Licensing

If you change the name or IP address of any server on which the License Manager is installed, you must ensure that you update all of the other Contact Center servers. For more information, see Appendix J, “Change the names or IP addresses of servers.”

Starting the License Manager

From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Startup.

Shutting down the License Manager

From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Shutdown.

Changing the License Manager port number configuration

The License Manager uses port 3998 as the default port number. You can change the default port number; for example, if the default port number is used by another application or if a specific port number is required because of firewall restrictions.

1 From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Configuration.

2 In the License Manager Port Number box, type the new port number.

76 Standby Server


3 Click OK.

Result: A dialog box appears with the following message: “You must restart to commit any changes. Restart the License Manager now?”

4 Click Yes.

Result: A dialog box appears indicating that the “Service started successfully”.

5 Click OK to close the dialog box.

Updating a new license file

Complete this procedure when you receive a new license file to activate the license file.

You need to reboot the server on which the License Manager is installed if you change the Licence File to add more features, such as Open Queue.

You do not need to reboot the server on which the License Manager is installed if:

you use the licence file to change the number of agents allowed to log on

you install a patch that changes the Licence Manager executable file

ATTENTIONIf you are using a secondary License Manager, perform this procedure on both the primary and secondary License Manager. There is only one license file and must be used for both configurations.



Configuring the new license file

1 On the server where the License Manager is installed, click Start > All Programs > Nortel Contact Center > License Manager > Configuration.


2 Click Browse.

Result: The Open dialog box appears.

3 Navigate the file system and locate the new license file.

4 Click Open.

Result: The path for the license file appears in the text box.

5 Click OK.


78 Standby Server


6 Click Yes to restart the License Manager Server service.


7 Click OK to close the window.

Changing from Nodal to Corporate licensing in a Network Skill Based Routing (NSBR) environment

Use Corporate Licensing to distribute licenses to multiple servers from a single license pool. You configure one active License Manager in any server network. Contact Center 6.0 identifies this as the primary License Manager. You can also configure a standby License Manager for redundancy in a Corporate License environment. You configure this License Manager as the secondary License Manager.

If you configure the server where the primary License Manager server is installed on the Active Contact Center Manager Server, it does not guarantee that this server is always active. If you want the primary License Manager on the Active Contact Center Manager Server, you need to ensure the primary License Manager server starts while the secondary License Manager is not running. The primary License Manager does not assume active service when it is started.

For more information about the Active and Standby servers, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.

The following conditions apply to License Manager in a Corporate environment:

You must install License Manager on a Contact Center Manager Server or NCC server.

You cannot configure a standby License Manager in a Nodal licensing environment.

Do not use the standby License Manager for load balancing issues.



Corporate and Nodal License sites can exist in the same Contact Center configuration and are supported by Nortel. This allows you to upgrade to Corporate License Manager over several maintenance windows.

Default ports 3998 to 4007 need to pass through any firewall between nodes and the Corporate License Manager site.

Changing from Nodal to Corporate licensing

1 Install License Manager, if it is not already installed.


If your License Manager is installed on the same server as Contact Center Manager Server, shut down Contact Center Manager Server first. If you do not, the Contact Center Manager Server services shut down due to a refresh error.

Result: The License Manager Configuration dialog box appears.

3 Click Browse.



80 Standby Server


5 Click Open.


6 Click OK.





9 If you have a Secondary License Manager, complete the following steps. If not, proceed to step 10.

a. Copy the new Corporate License file to the appropriate directory on the Contact Center Manager Server serving as the host for the secondary License Manager.

b. Shut down the Contact Center Manager Server services on the secondary License Manager server. If you do not, the Contact Center Manager Server services shut down due to a refresh error.

c. From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Configuration.

Result: The License Manager Configuration dialog box appears.

d. Click Browse.


e. Navigate the file system and locate the new license file.

f. Click Open.




g. Click OK.


h. Click Yes to restart the License Manager Server service.


i. Click OK to close the window.

10 Run the Server Setup Configuration utility on all Contact Center Manager Servers.

a. From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

Result: The following window appears. This window can remain open for up to 30 seconds.

b. If you have a co-resident License Manager, an information box may appear. If is does, click Continue.

82 Standby Server


Result: Server Setup Configuration utility initializes.

11 On the License Manager tab, change the package to the corporate version. For example, if the current package is CCS300N, change to CCS300C.

12 On the License Manager tab, enter the correct IP information for the Primary and Secondary License Manager IP address.

13 Click OK.

Result: You are prompted to reboot the server.

14 Click Yes.

15 Update the license file on any additional Contact Center Manager Servers in the NSBR environment.

a. Shut down the Contact Center Manager Server services on the appropriate server. If you do not, the Contact Center Manager Server services shut down due to a refresh error.

b. From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Shutdown.

c. From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

d. On the License Manager tab, change the package to the corporate version. For example, if the current package is CCS200N, change to CCS200C.

e. On the License Manager tab, enter the correct IP information for the Primary and Secondary License Manager IP address.

f. Click OK.

Result: You are prompted to reboot the server.

g. Click Yes.



Refreshing your server

If a new license file is configured and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server), you must refresh your servers.

1 Log on to Contact Center Manager Administration.

a. Start Internet Explorer.

b. In the Address field, type the server name. For example, http://<Contact Center Manager Administration server name>.

You must log on using the Contact Center Manager Administration server name instead of the IP address, as the SOAP files are configured to use the server name. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.

c. Press Enter.

If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For details about configuring the Contact Center Manager Administration server name as a Trusted Site, see the Nortel Contact Center Manager Administration Installation and Maintenance Guide.

If you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software.

If you already configured the Contact Center Manager Administration server name as a Trusted Site and also installed the client version of SOAP 3.0 on the PC, the Standby Server main logon window appears.

d. Enter your Webadmin user ID and password in the boxes.

ATTENTIONOnly the default administrator, Webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.

84 Standby Server


e. Click Login.

Result: The Contact Center Manager Administration main window appears

2 Select Configuration.

3 On the menu bar, click Server > Refresh All Servers.

Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.

Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the window which lists the refreshed servers and the servers that did not refresh. An entry specifying the refreshed servers also appears in the Audit Trail.



Uninstall License Manager

Use this procedure to uninstall the License Manager. The procedure consists of several subprocedures:

Remove each SUS from last to first in Patch Manager.

Remove all SUs and SUSs in Patch Manager.

Remove License Manager in Add or Remove Programs.

Removing each SUS from last to first in Patch Manager

1 Log on to the server where the License Manager is installed as Administrator.

2 From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown.Result: The Contact Center - Manager Server Shutdown utility window appears.

ATTENTIONIf License Manager is removed, all Contact Center servers enter the license grace period. A new License Manager is required for servers to continue to operate after the grace period ends. Contact Nortel Technical Support for further assistance.

86 Standby Server


3 Click OK.

Result: The utility shuts down all services. The Service Status Log window appears. This log displays any services that failed to shut down. Click Recheck to refresh the service status.

If any services are still running:

a. From the Start menu, choose Control Panel > Administrative Tools > Services to display the Services window.

b. Select any CCMS service with a status of Started.

c. Right-click and select Stop from the menu.

Result: The Status column is blank for this service.



d. Repeat steps b and c until all services are stopped.

Result: The Status column is blank for all services.

e. Close the Services window.

f. Click Recheck to update the status log.

4 After all Contact Center services on the Contact Center Manager Server are shut down, click Accept on the Server Status Log window to exit the utility.

5 Log on to the server where License Manager is installed as Administrator.

Removing SUs and SUSs in Patch Manager

1 From the Start menu, choose All Programs > Nortel Contact Center > License Manager > Patch Viewer.Result: The Patch Manager for License Manager window appears, displaying the installed SU and SUSs.

2 Select an SU or SUS and click Read Me.

Result: The Read Me file appears.

3 Read the file for special uninstallation instructions.

4 Close the Read Me file.

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5 Click Uninstall Last to remove the last SU or SUS applied.

Attention: Uninstall SUs and SUSs in the order last to first.

Result: A caution window appears.

6 Click Yes to uninstall the patch.

Result: When uninstallation is complete, the Patch Manager License Manager window appears.

7 Repeat steps 5, 6, and 6 until all SUs and SUSs are uninstalled.

8 Click Exit to close the Patch Manager License Manager window:

You must restart the system to ensure that all the changes take effect. However, if you plan to perform a complete uninstallation, you do not have to restart the system.

Remove License Manager

1 From the Start menu, choose Control Panel > Add or Remove Programs.

Result: The Add or Remove Programs dialog box appears.

2 Select License Manager.

3 Click Remove.

Result: A window appears prompting you to confirm the Remove action.

4 Click Yes.

Result: The License Manager window appears, displaying the progress of the uninstallation.

When the uninstallation is complete, the Add or Remove Programs window reappears. This can take a few seconds.

5 Verify that License Manager does not appear in this window.

6 Close all open windows, and then restart the server.

Result: The software is uninstalled.



Licensing grace period

In the event of a communication error between the Contact Center Manager Server and the License Manager, normal operation of the Contact Center Manager Server runs for the duration of the grace period.

The grace period duration is equal to 10 days and is accumulative over the lifetime of the product. On the first occurrence of a communication problem between the Contact Center Manager Server and the License Manager, 10 days are available for the Contact Center Manager Server to continue normal operation. If the problem is resolved in two days, on the next occurrence of a communication problem, eight days are available to fix the problem.

If, at any stage, the grace period expires, Contact Center Manager Server shuts down and locked. You cannot restart Contact Center Manager Server without resetting the grace period.

You can reset the grace period to 10 days at any time. When a communication error is detected, an event is fired to the Server Utility detailing that an error occurred, the time already elapsed in the Grace Period, and a lock code that you must return to Nortel to reset the grace period.

Resetting the Grace Period

1 From the Event Viewer, make a copy of the lock code and send this code to Nortel Support.

Result: Nortel Support provides you with another code that you must apply to the Contact Center Manager Server.

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2 Launch the Nortel Contact Center License Grace Period Reset application to apply the new unlock code.

3 Enter the unlock code you received from Nortel Support.

4 Click Apply.

5 Click Exit.

6 Restart the Contact Center Manager Server application.

Note: For Contact Center Manager Server, you must apply separate unlock codes for the CCMS Control Service and the ASM Service. Repeat steps 1 to 6 for both services.



Within the grace period, you have the same capabilities as if you were the only client of the License Manager. You can request the maximum licenses that are available from the License Manager. When communication is reestablished, the licenses are acquired automatically from the License Manager (if they are available).

When a licensing error is detected, you must check that the License Manager service is running, and verify the status of the License Manager server and network communications. During the grace period, alarms are sent every 6 hours notifying the time elapsed in the grace period.

If you reestablish communications during the grace period, notification is sent to the Windows Event Log on the server and the Alarm Monitor. The Alarm Monitor lists an alarm every 6 hours notifying the time elapsed in the grace period.

During the grace period, you can shut down, start up, or restart Contact Center Manager Server without affecting the operation of Contact Center Manager Server.

Emergency license files

If you cannot fix the connection between the License Manager and Contact Center Manager Server within the 10-day grace period, contact your Nortel customer service representative to determine if you need to activate an emergency license file on your system.

The emergency license file expires after 30 days and is used only to ensure operation of the Contact Center Manager Server on a temporary basis.

You must install the emergency license file through the License Manager Configuration tool. If you are using corporate licensing, you may need to change the Contact Center Manager Server configuration in cases where the License Manager is installed on a different server than it was previously.

Updating the license file

If you want to upgrade any Contact Center Manager Server, you must update your license file.

92 Standby Server



2 Click Browse.



4 Click Open.


5 Click OK.




94 Standby Server


License Manager statistics

Historical reporting data is produced by the License Manager to support the analysis and management of concurrent license usage in the network. Historical data is available in 15-minute intervals on a daily, weekly, or monthly basis. License utilization is reported on a client basis, with the IP address of the client used to denote individual clients.

The License Manager reports the following statistics:

Timestamp—The time the data is written to the database.

IP Address—The IP address of the Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.

License identifier—The name of the license.

Maximum allocation during interval—The maximum number of licenses allocated to the server during the 15-minute interval.

If an interval has 10 licenses issued for a feature, then 10 is written to the database table. If another 5 licenses are issued in the next interval, then 15 is written to the database table. However, at the end of the interval, if only 14 licenses were issued, but 15 were issued at some stage during the interval, then a value of 15 is written to the database.

The data is written to the database on the server on which you installed the License Manager for each 15-minute interval. These statistics are consolidated daily, weekly, and monthly.

The License Manager reports any errors in writing data to the database.

The data is stored on a site-by-site basis where the site identifier is the IP address of the server.

A report template is available to generate reports using this statistical information. The data is available from the following database views:

iLicenseStat—interval statistics

dLicenseStat—daily statistics



wLicenseStat—weekly statistics

mLicenseStat—monthly statistics

Real-time statistics

The plicmon.exe utility monitors the licenses issued by the active License Manager. When you run this utility, it takes a snapshot of the licenses issued.

96 Standby Server


Other licensing

This section provides information about other licensing that is used in Contact Center.

Media Application Server (MAS) licensing

The MAS license resides on the server on which you plan to install MAS and is specific to the SIP Contact Center application that resides on the server. Install this license using the MAS console window. For more information, see the Nortel MAS Installation and Maintenance Guide.

You can configure the following licenses for MAS:

Advanced SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements, Tones, and Give RAN/MOH.

Premium SIP Contact Center Service (per port)—Voice Conversation space, observe, barge-in; Announcements service - Tones, Give RAN/MOH; Dialog service/Give IVR - advanced treatments including play prompts, collect digits, Web page push, canned applications like EWT/PIQ, send IM, and VXML invocation.

SIP Video Contact Center Service (On/off)—Enables video agents and video streaming treatments.

SIP Contact Center Services CD—Media for installing services on the MAS.

The SIP-enabled Contact Center MAS software is the only component that is ordered separately from the other Contact Center components.


Pa r t 2

Install the server software


Standard 10.12


C h a p t e r 4

Install the Active Server software


Section A: Preinstallation 103

Section B: Installation 125

Section C: Postinstallation 181


Install the Active Server software Standard 10.12

Overview

This chapter describes how to install the Contact Center Manager Server software, License Manager software, and the Server Utility software.

Assumptions

The information in this chapter is based on the following assumptions:

The hardware platform, Windows Server 2003, is configured for use with the Contact Center Manager Server software. For more information, see the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.

The switch is installed, operational, and configured for use with the Contact Center Manager Server software.

The Nortel server subnet and the ELAN subnet (optional) are installed and operational.

The server is setup as a standalone server. Co-residency is not supported in Contact Center Standby Server. You cannot install a Standby Server for an Active Server containing Contact Center Manager Server and Contact Center Manager Administration or Communication Control Toolkit.

ATTENTION Do not perform unsupervised maintenance on the Contact Center Manager Server (Active or Standby). Nortel recommends that the Contact Center Manager Server administrator supervise all maintenance activities on the server.


January 2008 Install the Active Server software

Methods of server installation

How you install the server software depends upon the environment in which you are working, as described in the following table.

Timing

The following installation times provide guidance on the time required for software installation:

preinstallation (including operating system installation and configuration): 3.5 hours

installing the server software: 30 minutes

postinstallation tasks: 1 hour

Method Requirements

Run the installation program from the Contact Center DVD-ROM. Use the DVD-ROM drive that is part of the hardware platform.

DVD drive

Run the installation program from a remote DVD-ROM drive that is accessible over the LAN.

Nortel does not recommend this method, as network traffic can interfere with proper installation.

The remote PC is running Windows 2000 Server or Professional, Windows Server 2003 Enterprise or Standard, or Windows XP Professional.

The path name of the drive that contains the DVD cannot contain spaces or underscores and must be a mapped drive using a drive letter, for example, Z:\.

Run the installation program from a remote hard disk copy of the installation DVD.


A copy of the DVD on a remote hard disk (accessible over the LAN from the Contact Center Manager Server).

The path name of the directory that contains the copy of the DVD cannot contain spaces or underscores and must be a mapped drive using a drive letter, for example, Z:\CCM\R6.



These times can vary depending on the server, network infrastructure, and your confidence level with the software. The proceeding installation times were obtained 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

Event logging

The SysOps Event log (D:\sysops.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks any fatal errors that interrupt these operations. Use any text editor (for example, Notepad) to view the SysOps log.

What you need

The following checklist describes the software and equipment you need to install Contact Center Manager Server.

Qty Description ✔

1 Contact Center DVD-ROM

1 License file. This file governs the software features you install. Ensure that you have a copy of the license file on your server.

1 Windows Server 2003 CD-ROM.



Section A: Preinstallation

In this sectionStep 1. Read the relevant documentation to perform a new installation 104

Step 2. Record and check for required installation information 105

Step 3. Install pcAnywhere 11.5 111

Step 4. Copy the latest Service Update to the server 123



Step 1. Read the relevant documentation to perform a new installation

Perform the following tasks:

Read this chapter to understand the steps involved in a new installation.

Check for any updated customer documentation on the Nortel Web site (www.nortel.com).

Complete the Nortel Contact Center Installer’s Roadmap on the Partner Information Center Web site (www.nortel.com/pic).

Read the Contact Center Manager Planning and Engineering Guide. This guide provides information about the server specifications for the Active and Standby Contact Center Manager Servers and the Replication Server.

Read the readme files for each application and patch you plan to install. You can find the readme files for the applications on the DVD in the various application folders. For example, E:\CCMS contains the readme file for Contact Center Manager Server and E:\CCMSU contains the readme file for the Server Utility.

ATTENTION Before you install the Contact Center Standby Server software, you must read the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.



Step 2. Record and check for required installation information

Use the following checklist to record information required for your Contact Center Manager Server installation. Ensure that you refer to this checklist for specific information during the installation. You must also complete the Nortel Contact Center Installer’s Roadmap on the Partner Information Center Web site (www.nortel.com/pic).

Step Details ✔

1 Record the server computer and operating system.

You can refer to the following information when you install Windows Server 2003:

Windows Server 2003 licence key __________________

Computer name ___________________________

6–15 characters in length

First character must be alphabetical

Allowed: letters and numbers

Not allowed: spaces, hyphens, and underscores

Administrator password _____________________

Workgroup or domain name__________________

Type of modem for the server_________________



2 Record switch information.

Communcation Server 1000/Meridian 1 PBX

Switch name _____________________________Note: The switch name does not need to match the CS 1000/Meridian 1 host name. Record it here for reference only.

Switch customer number ____________________

Switch subnet primary IP address (for example, 192.168.100.50) _________________________

Switch subnet secondary IP address (for example, 192.168.100.60) _________________________

Notes:

Switches with two processors require two IP addresses. Use the switch primary address for the primary CPU (core 0), and use the secondary address for the redundant CPU (core 1). For small switches, such as a Meridian 1 PBX 11C - Cabinet, you need only the primary address.

Step Details ✔



Ensure that the switch host name, IP name, and net mask are the same as those that appear by the STAT ELNK command in LD 137. Ensure that the switch serial number matches the serial number delivered with the license file.

Communication Server 2x00/DMS switch information

Switch name _____________________________

Switch IP address (for example, 47.9.43.244)

_______________________________________

IP addresses for routers on the ICM connection between the switch and ELAN subnet __________________________________________

__________________________________________

Network node ID ____________________________

Service ID __________________________________

Application ID ______________________________

Service version ______________________________

Business group ______________________________

Link set name _______________________________

Password ___________________________________

Remote host IP address (optional) ___________________________________________

Step Details ✔



3 Record the Nortel server subnet and ELAN subnet IP information.

Record the IP addresses for both Nortel server subnet and ELAN subnet connections. The customer’s LAN administrator is the source for IP addresses, subnet masks, and gateways.

Note: Nortel server subnet and ELAN subnet addresses must be unique.

Nortel server subnet server

IP address _______________________________

Subnet mask ______________________________

Gateway, description, or name ________________

________________________________________

Nortel server subnet router/gateway IP address

IP address _______________________________

Subnet mask ______________________________


________________________________________

ELAN subnet server

IP address _______________________________

Subnet mask ______________________________


__________________________________________

ELAN subnet router/gateway IP address

IP address _______________________________

Subnet mask ______________________________


________________________________________

Step Details ✔



4 Record the RAS information.

RAS

IP address _______________________________

Subnet mask ______________________________


________________________________________

5 Record the voice services information.

Voice connection type (Meridian Mail or Call Pilot) ___________________

Call Pilot server IP address___________________

Call Pilot server port_______________________

6 Record the Replication Server information.

IP address _______________________________

Replication Server name_____________________

7 Record the site information.

Site name __________________________________

Note: For Communcation Server 1000/Meridian 1 PBX switches with the Network Skill-Based Routing feature, the Network Control Center site name is automatically propagated to servers.

(Networking option only) IP address of RSM server

__________________________________________

New password for NGenDesign account(a user account for Nortel support). For security reasons, do not record the password here.

New password for NGenDist account(a user account for distributors to provide support). For security reasons, do not record the password here.

Modem phone number for the server (for dial-up connections from the client PC) _________________

__________________________________________

Step Details ✔



8 Check for equipment and data required for the server installation.

List the unique names and IP addresses for all equipment on both the ELAN subnet and Nortel server subnet.

Step Details ✔



Step 3. Install pcAnywhere 11.5

Only one licensed copy of pcAnywhere 11.5 for host computers is provided on the Contact Center DVD. This software license provides permission for you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).

You must install pcAnywhere on the server on which you install Contact Center Manager Server to support the following four remote technical support options:

modem connected directly to the Contact Center Manager Server on the serial port COM1

modem connected directly to the Contact Center Manager Server on a USB port

modem connected to a VPN

Internet connected to a VPN

For more information about setting up remote support with a VPN, see the Contact Center Manager Planning and Engineering Guide.

Information required during installationDuring installation the following installer information is required:

pcAnywhere LiveUpdateNortel recommends that you use another computer to periodically check the Symantec Web site for changes and updates. If there are changes, download the changes and transfer them to the Contact Center Manager Server.

User name

Organization

Destination directory Nortel recommends that you install in the default directory(C:\Program Files\Symantec\pcAnywhere)



Installing pcAnywhere Host Only


2 Navigate to the pcAnywhere folder on the Contact Center Release 6.0 DVD.

3 Double-click NTJK08BA-02 -Host Only.exe.

4 Wait for the Welcome window to appear.

Result: The Windows Installer window appears, and then the installation Welcome window appears. This can take a few moments.

5 Click Next.

Result: The License Agreement window appears.

6 Accept the terms of the license agreement, and then click Next.

Result: The Customer Information window appears.

7 Enter your user name and company details, and then click Next.

Result: The Destination Folder window appears.

8 Accept the default location to install the software, or click Change to choose a custom location. If you click Change, type the location in which you want to install pcAnywhere, and then click OK.

9 Click Next.


10 Click Install.

Result: The program installs any updates.

11 Click Finish when the installation is complete.



Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as Administrator.

2 From the Start menu, choose Programs > Symantec pcAnywhere.

Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when you are asked to confirm.

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configure pcAnywhere user access rights

This section describes how to configure pcAnywhere to accept remote connections. When you first receive your server, pcAnywhere can already be configured. If so, go through the following procedures to ensure that the network properties and remote caller settings are correct.

Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).

If, during the pcAnywhere configuration, a message indicates that you do not have the rights to modify a setting or to create a new caller, follow this procedure to change the Windows User access rights for pcAnywhere files.

ATTENTION If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. In this case, you must uninstall pcAnywhere, update your video driver, and then reinstall pcAnywhere.



Configuring pcAnywhere user access rights

1 Exit pcAnywhere.

Tip: This procedure requires you to browse to a hidden directory. To view hidden directories, follow these steps:

a. Open My Computer.

b. Choose Tools > Folder Options.

c. Click the View tab.

d. Scroll down until you see Show Hidden Files and Folders, and select this option.

e. Click OK.

2 In Windows Explorer, navigate to the following folder:

C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere

3 Right-click the pcAnywhere folder icon, and click Properties.

Result: The pcAnywhere Properties window appears.

4 Click the Security tab.

5 In the Group or user names box, select Administrators.



6 To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure that Allow, beside Full Control, is selected.

7 Click OK to save your changes and close the Properties window.

Configuring pcAnywhere as a host



Note: If the system asks you to register pcAnywhere, click Skip, and choose Yes when you are asked to confirm.

3 On the pcAnywhere Manager (left side), select the Hosts option.

4 Click the File menu, and choose New > Item > Advanced.

Note: Do not use the Wizard option.

Result: The Host Properties: New Host window appears.

5 On the Connection Info page, select the TCP/IP check box.



6 Click the Settings tab.

7 In the Host startup section, select Launch with Windows and Run minimized.



8 Click the Callers tab.

9 Click the New Item icon ( ).

Result: The Call Properties: New Caller window appears.



10 In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.

11 In the Password box, type the password for the caller account.

12 In the Confirm password box, type the same password again.

13 Click the Privileges tab.


14 Select the Superuser option.



15 Click OK to save your changes and close the Caller Properties window.

Result: The Host Properties window reappears with the account now listed according to its logon ID.

16 Click the Security Options tab.



17 Ensure that the settings are as shown in the following example.

18 Click the Conference tab.



19 Select Enable conferencing and Obtain IP address automatically, as shown in the following example.

Note: If you find that your connection to a conferencing session times out when you try to log on, you must change the Allow conference over value to a number greater than 0.

20 Click the Protect Item tab if you want to protect the settings for this caller account by assigning a password to control access to the settings. If you do not want to assign a password, skip to step 23 on page 121.

21 In the Password box, type the password you want to use to protect the caller account settings.

22 In the Confirm password box, type the password again.

23 Click OK to apply all pcAnywhere host PC settings.

Result: The Host List window appears.

ATTENTION If you select the Required option to modify properties, you must type the password each time you change a setting. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change settings.



24 Enter an appropriate name for the host that you just set up.

25 Click File > Exit to close the pcAnywhere Manager window.



Step 4. Copy the latest Service Update to the server

Before you install the Contact Center Standby Server software, copy the latest Service Update (SU) and Service Update Supplement (SUS) to the root of drive D on the Active Server.

The Contact Center DVD contains an SU shipped with your software. You must check for a more recent SU on the Enterprise Solutions PEP Library Web site at www.nortel.com/espl. If the Web site contains a more recent SU, copy it to the drive D on the server.

Copying the Service Update to the server

1 Insert the Contact Center DVD into the DVD-ROM drive.

Note: If you are installing from a remote DVD or a network shared drive, map the DVD to a drive letter on the server. The path name of the drive or directory that contains the copy of the DVD cannot contain spaces or underscores.

2 Navigate to the Supplementary SU folder on the DVD (for example, CCMS_6.0_SU_92.msi), and copy the SU and the corresponding readme file to the root of the server drive D.

What is next

The preinstallation tasks are complete. Proceed to Section B: “Installation,” on page 125 to install the Contact Center Manager Server software.

ATTENTION The installation program automatically installs the SU and SUS for Contact Center Manager Server located at the root of drive D during installation of the Contact Center Manager Server software.



Section B: Installation

In this sectionStep 5. Install the Active Server software 126

Step 6. Configure your CCMS settings after the installation (optional) 152

Step 7. Install the License Manager 172

Step 8. Install the Server Utility 176



Step 5. Install the Active Server software

Follow the procedures in this section to install the Active Server software.

Installing the Active Contact Center Manager Server software


2 Insert the Contact Center DVD into the DVD-ROM drive and wait for it to start. If the DVD does not start, browse to the DVD and run setup.exe.

Result: The Nortel Contact Center main menu appears.

3 Select Contact Center Manager Server.



4 Click Install.

Result: The INSTALLATION ORDER window appears.

Note: If you choose to install one application or component, the INSTALLATION ORDER window does not appear; instead, the Contact Center Manager Server - InstallShield Wizard window appears.

5 Click Start.

Result: The Contact Center Manager Server - InstallShield Wizard window appears.



6 Click Next.


7 In the Server Type section, select Standalone.



8 In the Installation Type section, leave the selection as New Installation, and click Next.

Result: The Service Update Information window appears, and the preinstallation checker starts. The Pre-Install Check window appears.

9 Review the tab pages to determine potential installation problems. Correct all installation problems. If you make any changes to your configuration, you must click Refresh to rerun the preinstallation checker.



10 After you resolve any potential problems, click OK.

Result: The Contact Center Manager Server configuration window appears.

11 Perform one of the following tasks:

If you want to enter all of the configuration data before you install the software, select Enter configuration data now to complete CCMS configuration automatically, and click Next.



If you want to enter the configuration data after the installation, select Enter configuration data when CCMS configuration is run at end of installation. Click Next and skip to step 40 on page 145.


12 In the Customer Name box, type the name of the customer.

13 In the Company Name box, type the name of the company.



14 Click Next.

Result: The Switch Type window appears.



15 Select the appropriate switch type, and click Next.

Result: The License Manager Package Configuration window appears.

16 In the Serial Number box, type the serial number for the switch (for Communication Server 1000/Meridian 1 PBX only).

Note: You can find the license file in the D:\Nortel\lm\bin folder on the server. The license file is called plservrc.

17 Select the Contact Center Manager Server optional packages you require in addition to Standby Server:

Universal Networking—Allows you to use Network Skill-Based Routing to route voice and multimedia contacts between networked sites in a mixed switch environment.

. ca

CAUTION

Risk of malfunctionEnsure that you read the license file (provided by your distributor) and that you know which Contact Center Manager Server package you require. You cannot choose a different package after you configure Standby Server. If you choose the wrong package, you must reinstall Standby Server.



Open Queue—Allows Contact Center Multimedia to route multimedia contacts to agents using the existing scripting and skillset routing features available for calls.

18 Ensure that you select the Standby Server option. This allows the secondary server (Standby Server) to run your contact center if the primary server (Active Server) fails.

19 In the Primary License Manager IP box, type the IP address for the server on which you plan to install the License Manager.

Note: If the License Manager resides on the Contact Center Manager Server, type the IP address for the Contact Center Manager Server.

20 In the Port box, confirm the port number. The default port is 3998.

Note: You can change the primary License Manager IP address when the installation is complete.

21 In the Secondary License Manager IP box, type the secondary License Manager IP address (corporate only).

Note: You can change the secondary License Manager IP address after you install Standby Server.

22 In the Port box, confirm the port number (corporate only). The default port is 3998.



23 Click View Features to display package features.

Result: The CCMS Package Features window appears.

24 Check that the features that appear in the CCMS Package Features list match the product that you purchased, and then perform one of the following tasks:

If the information is not correct, verify that you selected the correct package. Click OK, and then select the correct package.

If the information is correct, click OK to close the window.



25 Click Next.

Result: The Local Area Network IP window appears.

26 From the IP Address list, choose the IP address for the Nortel server subnet.

Note: If you are using two network interface cards, select the ELAN subnet check box, and then from the IP Address list, choose the IP address for the ELAN subnet.

27 Click Next.

28 Perform one of the following tasks depending on which switch you chose in step 15 on page 133:

“Option One (CS 1000)” on page 136

“Option Two (CS 2x00)” on page 138

Option One (CS 1000)If you selected CS 1000 (M1), the following window appears.

If you selected CS 2x00 (DMS/SL-100), continue with “Option Two (CS 2x00)” on page 138.



a. In the Switch Name box, type the name of the switch.

Valid characters for switch names are A–Z, a–z, 0–9, underscore (_), and period (.). Switch names must begin with an alphabetical character and cannot contain spaces. The last character must not be an underscore or a period. Switch names must not exceed 80 characters in length.

Note: If you are unsure of the correct information, or if you make a mistake, you can change the switch information after you finish the installation.

b. In the Switch IP Address box, type the IP address for the switch.

c. In the Switch Customer Number box, type the customer number for the switch.

d. Click Next.



Option Two (CS 2x00)If you select CS 2x00 (DMS/SL-100), the following window appears.

If you selected CS 1000 (M1), see “Option One (CS 1000)” on page 136.





c. In the Network Node box, type the network node information.

d. In the Service ID box, type the service ID information.

e. In the Application ID box, type the identifier for the application.

f. In the Service Version box, type the SCAI protocol that you plan to use as defined by the application.

g. In the Business Group box, type the name of the business group.



h. In the Linkset Name box, type the name for the Contact Center Manager Server as it is known to the switch (uppercase only). The linkset name creates a logical pathway to the server on the Ethernet Interface Unit (EIU).

i. In the Password box, type the password for the switch.

j. Click Next.

Result: One of the following results occurs:

If you are using a Communication Server 1000/Meridian 1 PBX switch, the Voice Services window appears.

If you are using a Communication Server 2x00/DMS switch, the Voice Services window does not appear. Proceed to step 30 on page 141.




If you are not using an integrated voice-processing system (Meridian Mail or CallPilot), for Voice Connection Type, select Serial, and click Next.

Note: If your computer is not configured with COM2, for Voice Connection Type, select TCP, type a dummy IP address and port number, and click Next.

If you are using Meridian Mail as your voice-processing system, for Voice Connection Type, select Serial, and click Next.

If you are using CallPilot, for Voice Connection Type, select TCP, specify the ELAN subnet IP address of the CallPilot server, and set the CallPilot Server Port to 10008. Click Next.

Note: Although you can install Contact Center Manager Server on a server without a COM 2 serial port, the hard-coded dependency in the Media Application Server (MAS) Access Link service can cause the Access Link Handler to restart constantly if you do not configure the COM2 port. For a Contact Center Manager Server that does not require the Access Link connection to Meridian Mail, type a dummy IP address and port number in the Voice Connection Type.

Result: The RSM IP Address window appears.



30 In the RSM IP Address box, type the Real-time Statistics Multicase (RSM) IP address that you want to associate with sending real-time statistical data.

Note: Do not confuse the RSM IP address with the Nortel server subnet or ELAN subnet addresses for the server.

31 Click Next.

Result: If you selected the Standby Server package, the Database Replication window appears.

32 For Warm Standby type, select Active.

ATTENTION The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. The default is 230.0.0.1. Check with your network administrator for acceptable IP multicast addresses for your specific network.



33 Enter the details for your Replication Server, and click Next.

Result: The CCT Server window appears.

34 Click Next.



35 Wait for the Site Name window to appear.

Result: The Site Name window appears.

36 In the Site Name box, type the site name for the server.

Note: The site name must not contain spaces or nonalphabetical characters except for hyphens (-) and underscores (_). The first character must be a letter. The site name must be unique and can consist of 6 to 15 characters.

37 Click Finish.

Result: The Information window appears.



38 Click Continue.

Result: The Nortel Contact Center Management Server Setup Configuration Utility window appears.



39 Review the tabs and make any necessary changes, and click OK.


40 Click Begin.

Result: The Installing Contact Center Manager Server window appears.

After a few seconds, the Sybase installation window appears. The system copies the Sybase software files to the server. After 3 to 5 minutes, the system restarts and the Sybase installation window appears.

Stage 1 window



The installation of the Sybase software and the Contact Center Manager Server software continues. The system windows appear showing the different stages (Stage 1 to 5) of the installation. During Sybase installation, the server restarts.

Note: If you are prompted to click Continue to complete the installation, do this now. You have to click Continue several times.

41 Log on as Administrator.

Result: The installation of the Sybase software and the Contact Center Manager Server software continues.

Note: You do not require Terminal Services on the server; however, if you installed Terminal Services on the server, you must click Continue to continue with installing the database.

Stage 2 window

Stage 3 window



Stage 4 window

The system copies files to drive D and installs the Service Updates.

Stage 5 window (This stage has six parts during which the database is created.)


If you did not type your server requirements before the installation, skip to Step 6. “Configure your CCMS settings after the installation (optional)” on page 152.

If you did type your server requirements before the installation, continue with step 43.



43 Wait for the installation to complete.


The Server Configuration Utility window appears.



This utility completes the Contact Center Manager Server installation.

The Nortel Contact Center - Manager installation success window appears.

44 Click OK.

Result: The Nortel Contact Center - Manager Platform Recovery Disk window appears.



45 Click Cancel. You can create the Platform Recovery Disk and backup the database after you install the remaining components on the server (when you complete the postinstallation tasks).

Result: The InstallShield Wizard Completed for Contact Center Manager Server (CCMS) window appears.

46 Click Finish when the button becomes active.




47 Click No. You can restart the server after you install the remaining components.



If you plan to install License Manager now, click Continue. Proceed to Step 7. “Install the License Manager” on page 172.

If you do not plan to install any other Nortel Contact Center components on this server, click Cancel. Proceed to Step 8. “Install the Server Utility” on page 176.



Step 6. Configure your CCMS settings after the installation (optional)

Complete the procedure in this section if you chose to configure Standby Server after you install the software. This procedure is a continuation from step 42 on page 147. If you chose to configure Standby Server during the installation, you can skip this step.

Configuring your CCMS settings after installation

1 Wait for the Customer Information window to appear.

2 In the Customer Name box, type the name of the customer.

3 In the Company Name box, type the name of the company.



4 Click Next.




5 Select the appropriate switch type, and click Next.




7 Select the Contact Center Manager Server optional packages you require in addition to Standby Server:

Universal Networking—Allows you to use Network Skill-Based Routing to route voice and multimedia contacts between networked sites in a mixed switch environment.

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CAUTION

Risk of malfunctionEnsure that you read the license file (provided by your distributor) and that you know which Contact Center Manager Server package you require. You cannot choose a different package after you configure Standby Server. If you choose the wrong package, you must reinstall Standby Server.



Open Queue—Allows Contact Center Multimedia to route multimedia contacts to agents using the existing scripting and skillset routing features available for calls.

8 Ensure that you select the Standby Server option. This allows the secondary server (Standby Server) to run your contact center if the primary server (Active Server) fails.


Note: If the License Manager resides on Contact Center Manager Server, type the IP address for the Contact Center Manager Server.


Note: You can change the primary License Manager IP address when the installation is complete.

11 In the Secondary License Manager IP box, type the secondary License Manager IP address (corporate only).

Note: You can change the secondary License Manager IP address after you install Standby Server.





Result: The CCMS Package Features window appears.






15 Click Next.




17 Click Next.


Option One (CS 1000)

Option Two (CS 2x00)










d. Click Next.





j. Click Next.






20 In the RSM IP Address box, type the Real-time Statistics Multicase (RSM) IP address that you want to associate with sending real-time statistical data.


21 Click Next.

Result: If you selected the Standby Server package, the Database Replication window appears.

22 For Warm Standby type, select Active.




23 Enter the details for your Replication Server, and click Next.


24 Click Next.





Note: The site name must not contain spaces or nonalphabetical characters except for hyphens (-) and underscores (_). The first character must be a letter. The site name must be unique and can consist of 6 to 15 characters.

27 Click Finish.


28 Click Continue.






30 Click Begin.



Stage 1 window








Stage 2 window

Stage 3 window



Stage 4 window


Stage 5 window (This stage has six parts during which the database is created.)



32 Wait for the installation to complete.


The Server Configuration Utility window appears.





33 Click OK.








If you do not plan to install any other Nortel Contact Center components on this server, click Cancel. Proceed to Step 8. “Install the Server Utility” on page 176.



Step 7. Install the License Manager

This procedure is a continuation from Step 5. “Install the Active Server software” on page 126.

Installing the License Manager

1 On the INSTALLATION ORDER window, click Start.




2 Click Next.


3 Select the type of installation you require, and click Next.




4 Locate the license file, and click Next.


5 Click Begin.

Result: The Installing License Manager window appears.



The InstallShield Wizard Completed window appears.

6 Click Finish.



If you plan to install the Server Utility on the same server on which you installed the Active Server, continue with Step 8. “Install the Server Utility” on page 176.

If you do not plan to install any other Nortel Contact Center components on this server, continue with Step 8. “Install the Server Utility” on page 176.



Step 8. Install the Server Utility

This procedure is a continuation from Step 7. “Install the License Manager” on page 172.

Installing the Server Utility software


2 Insert the Contact Center 6.0 DVD into the DVD-ROM drive and wait for it to autorun. If the DVD does not autorun, then browse to the DVD and run setup.exe.

Result: The following dialog box appears.



3 Select Server Utility, and then click Next.

Result: The Windows Installer window appears, and then the Server Utility - InstallShield Wizard window appears.

4 Click Next.


5 In the User Name box, enter your user name.

6 In the Organization box, enter the name of your organization.



7 Click Next.


8 Verify the destination folder, and then click Next.

Result: The following dialog box appears, prompting you to begin the installation.



9 Click Install.

Result: The following dialog box appears, displaying the installation progress.

Result: When installation is complete the InstallShield Wizard Completed window appears.

10 Click Finish.




11 Click Finish.

Result: The installation is complete.The Server Utility is installed.



Section C: Postinstallation

In this sectionStep 9. Install required CCMS Service Updates 182

Step 10. Change the NGenDist, NGenDesign, and NGenSys passwords 186

Step 11. Configure the NGen user groups for remote access (optional) 190

Step 12. Add NGen names to pcAnywhere 192

Step 13. Accept the license agreement 195

Step 14. Activate the Master Script 197

Step 15. Verify the success of the installation 198

Step 16. Add the server to a domain (optional) 199

Step 17. Create a Platform Recovery Disk 209

Step 18. Install and configure Real-time Statistics Multicast 213

Step 19. Install LinkPlexer 225

Step 20. Verify your security settings 242

Step 21. Disable the time synchronization features on the operating system244

Step 22. Complete other postinstallation tasks 246



Step 9. Install required CCMS Service Updates

You can obtain Service Updates (SU) and Service Update Supplements (SUS) as follows:

All SU packs and SUSs are available on the Enterprise Solutions PEP Library Web site located at www.nortel.com/espl.

Note: To register for this Web site, follow the instructions provided at www.nortel.com/register.

Any SU packs and SUSs that are available at the time of shipping are included on the DVD with your software.

Before you begin

If you are not installing patches from a DVD, download them from the Enterprise Solutions PEP Library Web site (www.nortel.com/espl) or obtain them from your Nortel customer support representative.

You must read the readme file associated with each Service Update you plan to install.

Installing a patch on the server (SU or SUS)

1 Use the PEP Viewer utility to ensure that the patch (SU or SUS) is not installed.

2 Ensure that you close all applications.


If you are downloading the patch, navigate to the Enterprise Solutions PEP Library Web site located at http://www.nortel.com/espl and download the patch you require.

If you are installing the patch, locate the patch directory on the DVD, or the directory into which you downloaded the patch from the Web.

4 Read the readme file associated with the patch.

5 Double-click the <SU _ID>.msi or <SUS_ID>.msi file associated with the patch.



6 If you are prompted to view the readme file, click Yes.

7 Review the readme file and continue with the installation of the SU.


8 Click Next.



9 The following window appears.

10 Click Install.

Result: The system installs the patch on the server, and then the following window appears.



11 Click Finish.

Result: The following window may appear.

12 Click Yes to restart the server.

Result: The patch is installed.

Install the Sybase Security Alert (Sybase EBF 12326)

Install this stand-alone patch from Sybase to address security issues. You must install this patch after you install Standby Server.

The Sybase patch is available from the Enterprise Solutions PEP Library Web site (www.nortel.com/espl) or from your Nortel customer support representative.

You must read the readme file associated with each Service Update you plan to install. Follow the instructions in the readme file to install this patch.



Step 10. Change the NGenDist, NGenDesign, and NGenSys passwords

To protect your system from unauthorized access, change the passwords for the Nortel user accounts as soon as you finish the installation.

NGenDist, NGenDesign, and NGenSys are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.

Assign new passwords

To assign new passwords, you do not need to know the default passwords for NGenDist, NGenDesign, and NGenSys.

Password security

Write down the new passwords you create, and store them in a safe, secure place away from the server. Give the passwords only to those who need them.

Default accounts and passwords

The following Windows accounts are created on the server during the installation procedure:

NGenSys

NGenDist



NGenDesign

Changing the NGenDist, NGenDesign, or NGenSys password

You are not required to change the NGenSys password. If you change the NGenSys password, you must apply the same password change to the Meridian Application Server (MAS) Backup and Restore service.


2 Click Start > Programs > Administrative Tools > Computer Management.

Result: The Computer Management window appears.

3 Click Local users and groups, and then click Users.

Result: The Computer Management window displays a list of available user accounts, including NGenDist and NGenDesign.

4 Right-click NGenDist.

ATTENTION The on-site installer is instructed to change all default passwords as part of the on-site installation procedures.

You can change all passwords with the procedures in this section. Nortel recommends that you change all passwords regularly to maintain system security.

If the server software is reinstalled, the default accounts and passwords are recreated and passwords must be changed.



5 Click Set Password.

Result: The Set Password window appears.

6 Click Proceed.

Result: The Properties window appears.

7 In the Password box, type the new password.

Note: Ensure that you use a password that contains a combination of numbers and letters.

8 In the Confirm Password box, type the same password entered in the Password box.

9 Click OK.


10 Click OK

11 Repeat steps 4 to 10 for NGenDesign and NGenSys.

12 Select Exit to save changes.

13 Record these passwords and store them in a secure place away from the server.



If you have changed the NGenSys password, continue with the following procedure.

Change the CCMS MAS Backup/Restore password

Change the the password for the CCMS MAS Backup/Restore service and set it to the same password as the NGenSys.

Changing the CCMS MAS Backup/Restore password

1 On the Active Server, go to Start > Administrative Tools > Services.

Result: The Services window opens.

2 Right-click the CCMS MAS Backup/Restore service and click Properties.

Result: The CCMS MAS Backup/Restore Properties (Local Computer) window appears.

3 Click the Log On tab.

4 Set the password to the same password as NGenSys.

5 Click Apply.

6 Close all open windows.

ATTENTION When you finish changing passwords, remember to log on as NGenSys. You must log on as NGenSys to monitor and manage the server.



Step 11. Configure the NGen user groups for remote access (optional)

Contact Center Manager Server software creates three users: NGenSys, NGenDesign, and NGenDist. Set up these user accounts for support personnel to remotely access the server.

Configuring NGenSys, NGenDesign, and NGenDist for remote access

1 From the Start menu, choose Control Panel.

2 Double-click Network Connections.

Result: The Network Connections window appears.

3 Right-click the incoming connection you created, and then choose Properties.

Result: The Incoming Connections Properties window for your connection appears.

4 Click the Users tab.



5 Select the check box beside the users NGenDesign, NgenDist, and NGenSys.

6 Click OK to close the window, and then close the Network Connections window.



Step 12. Add NGen names to pcAnywhere

Adding NGenDist and NGenDesign to pcAnywhere 11.5



3 On the pcAnwhere Manager (left side), select the Hosts option.

4 Click the File menu, and then choose New > Item > Advanced.



ATTENTION If your server is in a workgroup, complete this step. If you intend to add your server to a domain, see Step 16. “Add the server to a domain (optional)” on page 199 for information about configuring the NGen user groups for remote access in a domain environment.



6 From the Authentication type list, select NT.

7 Below the Caller list heading, click the New item icon ( ).

Result: The pcAnywhere Caller Properties: New Caller window appears.

8 On the Identification tab, select User.

9 From the Domain list, select the computer name of the server for the Active Contact Center Manager Server.

10 From the Account list, select NGenDist.

Note: The NGenDist and NGenDesign user accounts are automatically created on the server as Windows user accounts when you install the Contact Center Manager Server software. To allow authorized remote personnel to use pcAnywhere to log on and administer the server with either account, you must designate these Windows accounts as valid pcAnywhere caller accounts. By creating this link between Windows and pcAnywhere, you never have to change the passwords for these accounts in pcAnywhere; when you change the passwords in Windows, the information is automatically updated in pcAnywhere.





13 Click OK to save the NGenDist caller account settings.

Result: The Callers tab in the pcAnywhere Host Properties window reappears.

14 Perform steps 7 to 13 again to add the NGenDesign caller account.



Step 13. Accept the license agreement

If you installed or upgraded Contact Center Manager Server, you must accept the licence agreement for the Server Utility before you can log on to the Contact Center Manager Administration application.

Accepting the license agreement for Server Utility

1 On the Contact Center Manager Server, click Start > Programs > Nortel Contact Center > Server Utility > Server Utility.

Result: The Nortel Contact Center Manager Server Utility Login window appears.

2 Enter the User ID sysadmin, the password nortel, and the server name or IP address.



3 Click OK.

Result: The End User License Agreement window appears.

4 Read the End User License Agreement.

5 Click Accept.

Result: The Change Password window appears.

6 In the Old Password box, type the old password.

7 In the New Password box, type the new password.

8 In the Confirm New Password box, type the new password again, and click OK.

Result: The Server Utility launches.

9 Close all windows to complete the procedure.



Step 14. Activate the Master Script

You must install Contact Center Manager Administration to activate the Master Script. For more information about activating scripts, see the Contact Center Manager Administration Installation and Maintenance Guide.

When you create a new script, or modify an existing inactive script, you must validate the script manually before it can be activated. For more information about validating scripts, see the Contact Center Manager Administration Installation and Maintenance Guide.

When you change an existing active script, the system automatically validates the changes you make when you activate the script again.

Activating the Master Script


2 Click Scripting.

3 On the system tree, click the server containing the script that you want to activate.

4 Click Script Manager.

Result: The Script Manager window appears, listing all scripts on the server.

5 Click Yes to reload Script Manager, if prompted.

6 Select and right-click the Master Script.

7 On the menu, select Open.

8 Click File > Activate.

Result: A message box appears, asking you to confirm your choice.

9 Click OK.

Result: The system activates the script. The script status changes to Active when the activation process finishes successfully.



Step 15. Verify the success of the installation

You can verify the success of your installation by making sure that the Active Server is running.

Verifying the Active Server services are running

1 Log on to the server as NGenSys.

2 From the Start menu, choose Programs > Nortel Contact Center > Manager Server > System Monitor.

Result: The System Monitor window appears showing the state of each Contact Center Manager Server service.

3 Check that all relevant services are in the UP state.

Note: It can take 15 minutes or more for the system to start and for all of the services to start.

4 Check the Windows Event Viewer again to be sure that no errors occurred during the restart.



Step 16. Add the server to a domain (optional)

Follow the procedures in this step to add your Contact Center Manager Server to an existing domain, and to perform other necessary tasks to make your server work in a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.

Add the Active Contact Center Manager Server to your domain

After you install Contact Center Manager Server, you can add your server as a member of an existing domain.

Adding the Active Contact Center Manager Server to your domain

1 On the Windows desktop, right-click My Computer, and select Properties.

2 In the System Properties window, click the Computer Name tab.

3 Click Change.

4 In the Computer Name Changes window, change the computer name and its domain or workgroup affiliation.

5 To add the server to an existing domain:

a. Click the Domain option.

b. Type the domain name (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix).

6 Click OK.

Result: When the system processes your change successfully, it notifies you that the server now belongs to the domain that you specified.

7 Restart the server when you are prompted to do so.




Configure the operating system for remote access (domain)

In a Windows Server 2003 domain environment, you must create a dial-up user as a domain user on the domain controller and assign dial-in access permissions to this user. When you dial in to the Contact Center Manager Server Remote Access Services (RAS) configuration, the domain controller authenticates the user. Because no local dial-in account is created on the Contact Center Manager Server, the system no longer uses the accounts NGenDist and NGenDesign for dial-up access. However, after you establish a dial-up connection using the domain user account, the pcAnywhere user accounts can still use the NGenDist or NGenDesign accounts.

Configuring the operating system for remote access (domain)

1 From the Start menu, choose Administrative Tools > Routing and Remote Access.

Result: The Routing and Remote Access window appears.



2 Right-click the local server name, and select Configure and Enable Routing and Remote Access.

Result: The Welcome window appears.

3 Click Next.

Result: The Configuration window appears.



4 Make sure Remote Access (dial-up or VPN) is selected, and click Next.

Result: The Remote Access window appears.

5 Select Dial-up, and click Next.

Result: The Network Selection window appears.



6 Select the network connection that represents your Nortel server subnet, and then click Next.

Result: The IP Address Assignment window appears.

7 Select From a specified range of addresses, and click Next.

Result: The Address Range Assignment window appears.



8 Click New.

Result: The New Address Range window appears.

9 Enter the ranges of the IP addresses provided by your domain administrator, and then click OK.

Result: The Address Range Assignment window appears showing the address ranges you entered.

10 Click Next.

Result: The Managing Multiple Remote Access Servers window appears.



11 Select No, use Routing and Remote Access to authenticate requests, and click Next.

Result: The Completing the Routing and Remote Access Server Setup Wizard window appears.

12 Click Finish.

Result: The Routing and Remote Access service starts and is successfully installed on your computer.

Set up your user accounts for remote access

After you install the Routing and Remote Access service on your server, you need to set up your user accounts for remote access. Choose from one of the following two options.

Option 1: Creating a domain user while using the NGenDist account for pcAnywhereThis option requires that you create a domain user account on the domain controller with dial-in access privileges, while retaining the NGenDist or NGenDesign accounts at a pcAnywhere level.



1 On the domain controller, create a new domain user account and allow dial-in access.

Notes:

Nortel recommends that you use a user name and password that are different from NGenDist and NGenDesign. The network administrator can be required to carry out this step. Record the user name and password carefully as they are required to support Contact Center Manager Server remotely.

On the Contact Center Manager Server, no changes are required to the operating system, RAS configuration, server software or pcAnywhere installation.

2 Dial into the Active Contact Center Manager Server.

Result: The system prompts you for a domain user account and password.

3 Enter the domain user account name and password.

Result: The domain controller authenticates the domain user account and password.

4 Start the pcAnywhere session.

Notes:

The pcAnywhere logon can still use the NGenDist or NGenDesign account.

Because there is no local record of the domain user account, you need to maintain two user accounts: the domain user account and the local pcAnywhere account.

Option 2: Using the domain user account for pcAnywhereThis option requires that you create a domain user account on the domain controller with dial-in access, as in option 1. However, you also use the same domain user account instead of NgenDist for pcAnywhere access. The NGenDist or NGenDesign accounts are no longer used at any level.


Notes:

Nortel recommends that you use a user name and password that are different from NGenDist and NGenDesign. The network administrator can be required to carry out this step. Record the user name and



password carefully as they are required for remote support of Contact Center Manager Server.

On the Contact Center Manager Server, you do not need to make any changes to the operating system, RAS configuration, or server software, except for the pcAnywhere configuration.

2 Dial into the Active Contact Center Manager Server.

Result: The system prompts you for a domain user account and password.

3 Enter the domain user account name and password.

Result: The domain controller authenticates the domain user account and password.

4 Start the pcAnywhere session.

5 On the pcAnywhere configuration, select a domain user account from the domain controller in the pcAnywhere Add Users window.

Note: You must log on to Contact Center Manager Server using an account with domain administrator privileges before you can configure pcAnywhere users.

Stop and disable the Windows Time Service (Communcation Server 1000/Meridian 1 PBX switch)

If you are using a Communcation Server 1000/Meridian 1 PBX switch, you must stop and disable the Windows Time Service to allow the CS 1000/Meridian 1 switch to set the time and not the server. You do not need to disable the Windows Time Service if you are using a Communication Server 2x00/DMS switch.

Stopping and disabling the Windows Time ServiceCheck that the Communcation Server 1000/Meridian 1 PBX time is within 10 seconds of the domain controller time. If the time is not within 10 seconds, adjust the Communcation Server 1000/Meridian 1 PBX time to match the domain controller time.

1 On the Windows desktop, right-click My Computer and choose Manage > Services and Applications > Services.

2 On the right window pane, right-click Windows Time Service and select Stop.



3 When the Windows Time Service stops, right-click Windows Time Service again, and select Properties.

4 On the General tab, change the Startup Type to Disabled.

5 Click Apply, and click OK.

6 On the Computer Management window, check that Windows Time Service Startup Type is disabled.

7 Close the window.

Note: Nortel recommends that the time difference between the Communcation Server 1000/Meridian 1 PBX and the domain controller time be kept within a few seconds (+/- 10 seconds). The maximum difference is 5 minutes before Kerberos authentication problems may arise. Check the times on the Communcation Server 1000/Meridian 1 PBX and the domain once a month to ensure that the 5-minute tolerance is not exceeded.



Step 17. Create a Platform Recovery Disk

When you create a Platform Recovery Disk, the system saves both server and database configuration data into a series of text files. You must keep an up-to-date Platform Recovery Disk available in case you need to recover your server software, database, or both. You also need this disk for upgrade and migration procedures. Nortel recommends that you create a Platform Recovery disk after any major modifications to the system.

You can create a Platform Recovery Disk on either a floppy disk or a remote directory on a network computer.

If you want to use a remote computer, you must first map the directory on the network computer to a network drive on your server. The name of the remote directory into which you save the Platform Recovery Disk must not contain any spaces. Spaces in the remote directory name cause errors.



Creating a Platform Recovery Disk

1 Log on to the Active Server as NGenSys.

2 From the Start menu, choose Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.




3 Click the Utilities tab.


4 In the Create Platform Recovery Disk section, perform one of the following tasks:

To save the Platform Recovery Disk to a floppy disk:

a. Ensure the path shows A:\.

b. Insert a blank floppy disk in drive A.

c. Click Create Disk.

Result: The following message appears.

d. Click OK.



To save the Platform Recovery Disk to a remote directory:

a. Map a network drive to the remote directory.

Note: The name of the remote directory into which you save the Platform Recovery Disk must not contain any spaces. Spaces in the remote directory name cause errors.

b. Click Browse, and then navigate to the mapped network drive.

c. Select the drive, and then click OK.

d. Click Create Disk.

Result: The system creates the Platform Recovery Disk. The following window appears.

e. Click OK.

Note: The system also checks for database segmentation problems. If it finds any, a message indicating the type of problem appears.

If the system finds a database data segmentation overlapping problem, it advises you to contact Nortel customer support before you proceed with the migration procedure. After customer support fixes the problem, you must create a new Platform Recovery Disk before you proceed with the migration.

If the system finds a database log segmentation overlapping problem, you can still use the Platform Recovery Disk that you just created. The system prompts you to shut down the Contact Center Manager Server services so it can fix the problem. Follow the on-screen prompt to shut down the services.

5 If you used a floppy disk, remove it from the drive, and ensure it is labeled clearly.

6 Close the Contact Center Manager Server Setup Configuration Utility window.

7 Store the Platform Recovery Disk in a safe place.



Step 18. Install and configure Real-time Statistics Multicast

As part of the imstallation of the Active Server, you must configure the Acitve Server so the Real-Time Statistics IP address, Real-Time Display Multicast Controller Utility (MulticastCtrl.exe), and Real-Time Display Multicast Configuration Utility (RSMConfg.exe).

You can begin using the RSM service with the default RSM settings, or you can modify RSM settings to conform to the requirements of your RSM-dependent applications.

Installing Real-time Statistics Multicast

During the installation, you are prompted to enter the IP multicast address that you want RSM to use to send real-time statistical data. Use the same IP multicast address for both the Active Server and Standby Server.

The RSM IP Address window appears whenever RSM is detected during any one of the following scenarios:

an initial installation of Contact Center Manager Server

an upgrade or reinstallation of Contact Center Manager Server

ATTENTION RSM compression is supported on Contact Center Manager Server, but it is not supported with Contact Center Manager Administration. If RSM compression is configured on the Active Server, Contact Center Manager Administration real-time displays do not work.




For more information about installing the RSM feature in Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.

After completing the installation, you can perform the following tasks:

Use the mRcv.exe utility on both the Active Server to verify that the RSM service is sending data to the appropriate ports. The information must match on both servers. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

Accept the default RSM settings provided by the Active Server installation, and begin using the RSM service. Ensure the RSM settings match on the Standby Server.

Modify the default settings on the Active Server to values recommended by your RSM-dependent applications. The information must match on both servers. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

Modifying Real-time Statistics Multicast settings

After installing the optional Real-time Statistics Multicast (RSM) feature, you can modify the RSM component default settings on the Active Server to reflect the requirements of your organization. You can modify the following settings:

the IP multicast address to which each server in the Contact Center Manager Server configuration sends real-time statistics

the ports at which real-time statistics are received

the multicast Time To Live (TTL) value for RSM

the default multicast rate for each port at which real-time statistics are received




The TTL value in the ICMP protocol is measured in seconds or hops. For Standby Server, it is measured in hops (for example, the number of routers).

This section describes how to modify and enable changes to the RSM service on the Active Server.

The RSM service consists of the configuration and the data propagation components. You configure RSM settings through the RSM configuration and multicast control utilities. The RSM statistics are transmitted through the Statistical Data Propagator (SDP).

When you complete your modifications, you must stop and restart the SDP service on the Active Server. This service must be aware of IP multicast changes to send the appropriate data.

When you modify multicast rates in the Multicast Configuration utility, you must open the Multicast Controller utility and click Apply to activate your changes.

Modifying the Real-Time Statistics Multicast serviceAfter the RSM component is installed on both the Active Server, you can use the following utilities to reconfigure RSM:

RTD Multicast Controller utility (MulticastCtrl.exe)—Use this utility to modify settings for applications that require that real-time statistics be turned on manually.

Note: The real-time statistics groups that you need to turn on or off vary depending on the applications that receive data from the RSM service. Nortel highly recommends that you review the documentation for each RSM-dependent application in Contact Center Manager Server before modifying the RSM settings.

RTD Multicast Configuration utility (RSMConfg.exe)—Use this utility to change

the IP multicast address

the Time To Live (TTL) value for the IP multicast data

the IP ports that send the real-time statistics

the multicast rates for the IP ports that send the real-time statistics



Modifying real-time statistics settings for applications that use the RSM serviceThe RTD Multicast Controller indicates which statistics are sent and how they are collected. Some applications that use RSM set this data automatically while others require manual configuration.

If you need to modify the default settings based on application requirements, or if you want to customize statistics to be sent to match the needs of your users, use the RTD Multicast Controller window to select or deselect the appropriate settings.

1 On the Active Server, from the windows Start menu, choose Programs > Nortel Contact Center > Manager Server > Multicast Stream Control.

Result: The RTD Multicast Controller window appears.

2 Select the Moving Window or Interval To Date check boxes, or both, for each real-time statistics group.

The Communcation Server 1000/Meridian 1 PBX switch and SIP switch real-time statistics groups are:

Skillset

Application

Agent

Nodal



IVR

Route

Compression

The Communication Server 2x00/DMS real-time statistics groups are:

Skillset

Application

Agent

Nodal

Compression

3 Click Apply.

Tip: You must also use the RTD Multicast Controller utility’s Apply button to activate changes to multicast rates made in the configuration utility. For more information, see “Activate modifications to the RSM service in Contact Center Manager Server” on page 220.

4 Click Close.

5 To activate new RSM settings on Contact Center Manager Server (except the multicast rates), stop and start the Statistical Data Propagator (SDP) service.

Modifying the IP multicast settings in Contact Center Manager ServerPerform the following steps to modify the multicast IP settings on the Active Server.

ATTENTION Nortel highly recommends that you review the documentation for each RSM-dependent application that uses the RSM service in Contact Center Manager Server before modifying the RSM IP multicast settings.



1 On the Active Server, from the windows Start menu, choose Programs > Nortel Contact Center > Manager Server >Multicast Address and Port Configuration.

Result: The RTD Multicast Configuration window appears.

2 In the Multicast IP group box, type the IP multicast address that you designated as the sending address for IP multicasting in Contact Center Manager Server.

3 In the IP Port boxes, type the IP port for each statistics group.

ATTENTION The IP multicast addresses that support multicasting are 224.0.1.0 through 239.255.255.255, but the IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing and topology discovery protocols. Addresses between 239.0.0.0 and 239.255.255.255 are reserved for administrative scoping. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.

ATTENTION If you change the IP port settings, some applications that are dependent upon the RSM service can malfunction.



4 Change the Multicast time to live (TTL) value to a value that is appropriate for your network.

5 To increase or decrease the default multicast rate, enter a new rate in milliseconds for each port in the Multicast Rate boxes.

Note: If you enter 0 in the Multicast Rate box, you disable the statistic.

Tip: If you make an error in modifying the multicast IP group, TTL, IP ports, or the multicast rates for each port, you can restore the original values by clicking Registry Value or Default Value. Note that if you modify any of these values and click OK or Apply, the appropriate registries are updated with your changes. If you click Registry Value after the modifications are saved to the registry, it has no effect.

Click Registry Value before you click Apply to retrieve the values stored in the registries. Use this option if you want to cancel a change without having to remember and retype the original values.

Click Default Value to restore the values that are set when Contact Center Manager Server is installed. Use this option if you save changes to the registry that caused RSM-dependent applications to malfunction, and you want to begin again with the default RSM configuration.

ATTENTION If packets are traveling through more than one router to reach their destination, it is important to change the Multicast time to live (TTL) value to a value that is appropriate for your network and the number of routers that you use. If the TTL value is set too low and the packets have to go through many routers, the real-time multicast statistics may not reach your application.

ATTENTION If you change the multicast rate for any display in RTD Multicast Configuration, it may not produce the refresh rate changes that you anticipate. Refresh rates depend on the settings in other applications, as well as those set in the configuration window. The minimum refresh rate for RSM is 5000 ms (5 seconds). In addition, certain applications require a specific multicast rate. Before changing a multicast rate, check the documentation for each application to verify that all applications that receive RSM data are not affected by the change.



6 Click OK.

7 To activate new multicast rate settings on Contact Center Manager Server, you must open the configuration utility and click Apply. For more information, see the procedure “Activate modifications to the RSM service in Contact Center Manager Server” on page 220.

Activating a multicast rate modificationWhen you change a multicast rate in the configuration utility, you modify only the default value, not the current transmission rate. RSM continues to transmit data at the current rate until you open the controller utility and click Apply.

1 On the Active Server, from the Start menu, choose Programs > Windows Explorer.

2 Navigate to the folder in which the RSM component is installed:

D:\Nortel\iccm\bin

3 Double-click MulticastCtrl.exe.


4 Click Apply.

5 Click Close.

6 Stop and start the Statistical Data Propagator (SDP) service to activate new RSM settings on Contact Center Manager Server (except multicast rates).

Result: The new multicast rates are retrieved from the appropriate registry, and RSM begins transmitting at the new rate.

Activate modifications to the RSM service in Contact Center Manager Server

When you modify the RSM service multicast IP group, TTL, and IP port settings, you must activate the new values on Contact Center Manager Server by stopping and starting the Statistical Data Propagator (SDP) service.



Activating the Contact Center Manager Server settings

1 On the Active Server, from the Start menu, choose Control Panel.

2 Click Services.

Result: The Services window appears.

3 From the list of services, select SDP_Service.

4 Click Stop.

5 Click Start.

6 Click Close.

Tip: If you have problems stopping and starting the SDP Service, you can temporarily disable SDP Service to stop it. After the service stops, reset the service to start manually, and then restart the service.

a. In the Services window, click SDP_Service.

b. Click Properties.

Result: The Service Properties window appears.

c. On the Startup Type menu, select Disabled.

Result: The SDP_Service is disabled.

d. Click OK to return to the Services window.

e. Select SDP_Service and click Stop.

Result: The SDP_Service stops.

f. Click Properties.


g. On the Startup Type menu, select Manual.

Result: The SDP_Service is set to manually start when the system starts.

h. Click OK to return to the Services window.

i. Select SDP_Service and click Start to restart the service.

j. Click Close.



Testing the Real-time Statistics Multicast service

After you install or modify RSM on the Active Server, use the Multicast Receive utility (mRcv.exe) to test the RSM service. mRcv.exe displays statistical information according to the settings specified in a configuration file called mRcv.ini.

Configure the Multicast Receive utilityThe mRcv.exe utility tests the RSM service send capabilities one port at a time. You can specify which IP address and port the utility monitors in the [MCast] section of the mRcv.ini file.

Modifying the mRcv.ini file



<drive>:\Nortel\iccm\bin

3 Use a text editor to open the mRcv.ini file.

4 Modify the IP address or the port number, or both.

Note: The port numbers listed within the section bordered by pound (#) symbols in the .ini file are for reference only and list all of the acceptable port numbers that you can use in your test. For an example of the information in a standard mRcv.ini file, see “Sample mRcv.ini file” on page 223.

For example, if you want to test receipt of Skillset - Interval to date data using mRcv.exe, check the port number for Skillset - Interval to date in the .ini file, and then change the Port= setting in the [MCast] section to that port number. If Skillset - Interval to date = 6040 in the .ini file, the [MCast] section of the .ini file must be modified as follows:

[MCast]IP=234.5.6.7Port=6040

ATTENTION The IP= value must match your IP multicast address.



5 Save the mRcv.ini file. After setting the parameters for your test, you can start mRcv.exe to begin the test. For more information, see “Starting the mRcv application” on page 224.

Sample mRcv.ini fileThe following sample is the default mRcv.ini file provided by the Contact Center Manager Server installation. If you run the mRcv.exe utility using this .ini file, it displays Skillset - Moving window data sent by RSM, based on the settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6050).

The list of port numbers in the mRcv.ini file is for reference only, and each line is marked with the pound (#) symbol. You can use these port numbers as an easy-to-access list of valid ports that are used in the system to display data. The only portion of the .ini file that can be modified is the [MCast] section at the bottom of the file.

######################################################## mRcv.ini file## Valid port numbers are:# Application - Interval to date = 6020# Application - Moving window = 6030# Skillset - Interval to date = 6040# Skillset - Moving window = 6050# Agent - Interval to date = 6060# Agent - Moving window = 6070# Nodal - Interval to date = 6080# Nodal - Moving window = 6090# IVR - Interval to date = 6100# IVR - Moving window = 6110# Route - Interval to date = 6120# Route - Moving window = 6130#######################################################[MCast]IP = 234.5.6.7Port = 6050



Starting the mRcv application




3 Double-click mRcv.exe.

Result: The mRcv.exe utility appears in a console window and displays data from the port and IP address that you specified in the mRcv.ini file.

Note: The mRcv.exe utility displays all data received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as Not recognized by RSM.



Step 19. Install LinkPlexer

If you use a Communication Server 2x00/DMS switch, you must install LinkPlexer. A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows Server 2003 operating system. The system is connected to a Communication Server 2x00/DMS switch.

If you are adding LinkPlexer to your configuration, see the following section for installation procedures. For LinkPlexer server requirements, see the Nortel Contact Center Manager Planning and Engineering Guide.

Currently, only installing LinkPlexer as a standalone server is supported with Contact Center Standby Server. In a standalone LinkPlexer, the switch address should be the same as the LinkPlexer IP address.

For additional information, see the Nortel LinkPlexer Installation and Configuration Guide.

Installing the iButton software and hardware

In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a USB adapter for mounting the iButton on the server, a keycode specific to the iButton, and Dallas Semiconductor 1-Wire drivers.

Installing the 1-Wire iButton drivers

1 Remove any 1-Wire USB devices that are plugged in an available USB port of the LinkPlexer 6.0 server. Leave any non-USB devices plugged in.

2 Insert the DVD containing LinkPlexer 6.0 into the DVD drive and using Windows Explorer, launch the installation package <DVD DRIVE>:\LinkPlexer\ThirdParty\install_1_wire_drivers_v400.msi. You can also obtain the 1-Wire drivers from the following Web site:



http://www.maxim-ic.com

Result: The 1-Wire-Drivers Welcome window appears.

3 Click Next.




4 Read the License Agreement, select I Agree, and then click Next.

Result: The Custom Installation Choices window appears.

5 Ensure that all check boxes are cleared, and then click Next.

Result: The 1-Wire Drivers USB Warning window appears.

6 If a 1-Wire USB device is attached to the LinkPlexer 6.0 server, unplug it.



7 Click Next.

Result: The Select Installation Folder window appears.

Note: The default folder for installation appears. If you want to select an alternative location, click Browse or type the path in the Folder box.

8 Click Disk Cost to ensure that there is sufficient free space on the selected disk for the installation.

9 Under Install 1-Wire Drivers for yourself, or for anyone who uses this computer, select Everyone.



10 Click Next.

Result: The Confirm Installation window appears.

11 Click Next to begin the installation.

Result: The Installing 1-Wire Drivers window appears. The installation proceeds. The Back and Next buttons are unavailable during the installation.



When the installation is complete, the USB Instructions dialog box appears.

12 Insert the USB adapter and click OK. Wait for Windows to detect the new hardware.

Result: The Welcome to the Found New Hardware Wizard window appears.

Note: If Windows cannot detect the driver, select it manually by browsing to the location where the 1-Wire software is installed.



13 Under Can Windows connect to Windows Update to search for new software?, select No, not this time, and then click Next.

Result: The Found New Hardware - This Wizard helps you install software for USB Host Adapter for 1-Wire Network window appears.

14 Select Install from a list or specific location (Advanced), and then click Next.

Result: The Found New Hardware - Please choose your search and installation options appears.



15 Select Search for the best driver in these locations.

16 Clear the check box for Search removable media (floppy, CD ROM).

17 Select Include this location in the search.

18 Click Browse and navigate to the location where you installed the driver in Step 8 (by default, C:\Program Files\Dallas Semiconductor\1-Wire Drivers Version 4.00)

Result: The Security Alert - Driver Installation window appears.



19 Click Yes.

Result: The application installs the USB Host Adapter for 1-Wire Network. The 1-Wire Net Port Selection window appears.

The application detects the iButton adapter that is installed and sets up the 1-Wire driver to access this device.

20 Click Next.

Result: The 1-Wire Net Port Selection window appears.



21 Click Auto-Detect. The application searches all ports for the connected device.

Result: A Warning dialog box appears, indicating that the application communicates with all available ports until it finds an iButton device.

22 Click OK.

Result: The Auto-Detect In Progress dialog box appears.

When Auto-Detect locates a device, the following window appears.



23 Click Yes to select the detected port as your 1-Wire Net Port.

Result: The auto-detect process is complete. The Installation Complete window appears.

Note: If the Auto-Detect process fails to locate a device, see the Troubleshooting section.

24 Click Close.

25 Restart the LinkPlexer 6.0 server.

Note: The 1-Wire installation process creates a Start menu folder called 1-Wire Driver. This folder contains the default 1-Wire Net application for detecting and setting the port and device, and a Java-based OneWireViewer for viewing the attached device.



Installing LinkPlexer 6.0

1 Insert the DVD containing LinkPlexer 6.0 into the DVD drive. In Windows Explorer, browse to <DVD DRIVE>:\LinkPlexer\Setup.exe.




2 Click Next.


Note: The default folder for installation appears. Nortel recommends that you use the default location.You can change the folder for installation by clicking the Change button.

3 Click Next.

Result: The Ready to Install window appears.



4 Click Next.

Result: The Installing Nortel LinkPlexer 6 window appears.

When the installation is complete, the InstallShield Wizard Completed window appears.

5 Click Finish. The LinkPlexer 6.0 installation is now complete.



Entering the keycode

1 Click Start > Programs > Nortel Contact Center > LinkPlexer > KeycodeTracker.

Result: The LinkPlexer KeycodeTracker window appears.

2 In the Keycode box, type the supplied keycode.

3 Click Apply.

Result: The LinkPlexer 6.0 KeycodeTracker window closes. The KeycodeTracker application closes.

Using Tracker

The LinkPlexer Tracker application provides information about the LinkPlexer 6.0 build version and the operating system. It detects and displays information about the Microsoft Windows operating version, the build number and date of the installation, and the version number and date of any PEP installation.

Launching the Tracker application

Click Start > Programs > Nortel Contact Center > LinkPlexer > Tracker.

Result: The Tracker window appears.



The LinkPlexer Tracker application window displays the following components and information:

Windows—refers to the operating system and service pack versions

Tracker—indicates the current version of the LinkPlexer Tracker application

DMS Server File Stamp—refers to the version of the file stamp

Build Info—indicates the LinkPlexer 6.0 build.

The date for the Tracker, DMS Server File Stamp, and Build Info components refer to the date LinkPlexer 6.0 was installed.

LinkPlexer Keycode Tracker

Use the LinkPlexer Keycode Tracker to enter the dongle keycodes. The Keycode Tracker displays the number of applications that can connect to the LinkPlexer 6.0 server.

You can also use the Keycode tracker to confirm dongle detection. Click the Check Dongle button and wait approximately 10 seconds. If a dongle is detected, the Check Dongle box on the Keycode Tracker window displays Connected. If the dongle is not detected, the Check Dongle box displays Not Connected.

Alternatively, the dongle can be also be detected using iButton applications as referred to at http://www.ibutton.com/software.



Entering keycodes with LinkPlexer Keycode Tracker

1 Click Start > Programs > Nortel Contact Center \ LinkPlexer > Keycode Tracker.

Result: The Keycode Tracker window appears.

2 Type the supplied 16-character keycode in the Keycode boxes.

3 Click Apply.



Step 20. Verify your security settings

Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for the Active Server, see “Manage security” on page 977.

Verifying your security settings

You must restart the server to complete the configuration.

1 If you are configuring an existing Contact Center Manager Server as the Active Server and you are not already logged on as NGenSys, log on to the server as NGenSys. From the Start menu, choose Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.


2 Select the Standby Server optional package.

Result: The the Configuration window appears.



3 Select the Database Replication tab.

4 Verify the name of the Replication Server. Ensure that the computer name appears in all uppercase letters.

5 Verify the IP address for the Replication Server.

6 Enter the Contact Center Manager Server listener port number, or accept the default value. If the value is different from the default, you must type the new value on the Replication Server.

7 Select the Active option, and click OK.

8 Run the Server Setup Configuration Utility and restart the server.



Step 21. Disable the time synchronization features on the operating system

When Contact Center Manager Server is used in the Communication Server 1000/Meridian 1 environment, you must disable all time synchronization features on the operating system to avoid potential call processing outages. Complete the procedures in this section to disable the synchronization features on your operating system.

Note: If you disable the Date and Time features after you disable the Windows Time service, the Startup type for the Windows Time service is set to Automatic.

If the Contact Center Manager Server is in a Communication Server 2x00/DMS or SIP environment or is the Network Control Center server, proceed to Step 22. “Complete other postinstallation tasks” on page 246.

Configuring the server for daylight savings

1 Click Start > Control Panel > Date and Time.

Result: The Date and Time Properties dialog box appears.

Note: If you click OK without making changes, Startup type of the Windows Time service is set to Automatic.

2 Click the Time Zone tab, and then clear the Automatically adjust clock for daylight saving changes check box.

3 Click the Internet Time tab.

4 Clear the Automatically synchronize with an Internet time server check box.

5 Click Apply to save your changes.

6 Click OK.

Disabling the Windows Time services





2 Click the Time Zone tab.

3 Clear the Automatically adjust clock for daylight saving changes check box.


Note: If you click OK without making any changes, the Startup type for the Windows Time service is set to Automatic.



7 Click OK.



Step 22. Complete other postinstallation tasks

Complete these additional postinstallation tasks.

Check and install the latest Service Update Supplements

Check for the latest Service Update Supplements on the Enterprise Solutions PEP Library Web site at http://www.nortel.com/espl. For instructions to install a Service Update Supplement, see “Install patches on the server” on page 870.

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you must perform these tasks (if you have not already done so):

Configure the Windows SNMP service on the server.

Select the types of events you want to forward to the NMS.

Configure the NMS.

Change your Event Viewer settings

Based on the size of your contact center, change the size of the Windows Application Log that hold events produced by the Contact Center Manager Server application.

Back up the server

Create full, database, and (if applicable) RAID backups of the server. For instructions, see Appendix C, “Back up data.”


C h a p t e r 5

Install and configure the Standby Server


Section A: Preinstallation 251

Section B: Migrate the Active Server to the Standby Server 333

Section C: Postinstallation 391

Section D: Prepare the Replication Server 449


Install and configure the Standby Server Standard 10.12

Overview

This chapter describes how to install the Contact Center Manager Server software, License Manager software, and the Server Utility software.

Assumptions

The information in this chapter is based on the following assumptions:

The hardware platform, Windows Server 2003, is configured for use with the Contact Center Manager Server software. For more information, see the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.

The switch is installed, operational, and configured for use with the Contact Center Manager Server software.

The Nortel server subnet and the ELAN subnet (optional) are installed and operational.

The server is setup as a standalone server. Co-residency is not supported in Contact Center Standby Server. You cannot install a Standby Server for an Active Server containing Contact Center Manager Server and Contact Center Manager Administration or Communication Control Toolkit.



January 2008 Install and configure the Standby Server

Methods of server installation

How you install the server software depends upon the environment in which you are working, as described in the following table.

Timing

The following installation times provide guidance on the time required for software installation:

preinstallation (including operating system installation and configuration): 3.5 hours

installing the server software: 30 minutes

postinstallation tasks: 1 hour

Method Requirements

Run the installation program from the Contact Center DVD-ROM. Use the DVD-ROM drive that is part of the hardware platform.

DVD drive

Run the installation program from a remote DVD-ROM drive that is accessible over the LAN.


The remote PC is running Windows 2000 Server or Professional, Windows Server 2003 Enterprise or Standard, or Windows XP Professional.

The path name of the drive that contains the DVD cannot contain spaces or underscores and must be a mapped drive using a drive letter, for example, Z:\.

Run the installation program from a remote hard disk copy of the installation DVD.


A copy of the DVD on a remote hard disk (accessible over the LAN from the Contact Center Manager Server).

The path name of the directory that contains the copy of the DVD cannot contain spaces or underscores and must be a mapped drive using a drive letter, for example, Z:\CCM\R6.



These times can vary depending on the server, network infrastructure, and your confidence level with the software. The proceeding installation times were obtained 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

Event logging

The SysOps Event log (D:\sysops.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks any fatal errors that interrupt these operations. Use any text editor (for example, Notepad) to view the SysOps log.

What you need

The following checklist describes the software and equipment you need to install Contact Center Manager Server.

Qty Description ✔

1 Contact Center DVD-ROM

1 License file. This file governs the software features you install. Ensure that you have a copy of the license file on your server.

1 Windows Server 2003 CD-ROM.



Section A: Preinstallation

In this sectionStep 1. Read the relevant documentation for an upgrade 252

Step 2. Gather the materials required for an installation 253

Step 3. Copy the latest Service Update to the server 254

Step 4. Perform a database integrity check on the Active Server 255

Step 5. Check the disk partition configuration on the Active Server 258

Step 6. Create a backup of the original 6.0 database 261

Step 7. Create a Platform Recovery Disk on the Active Server 277

Step 8. Prepare the Standby Server for Release 6.0 (optional) 281


Step 10. Install Windows Server 2003 288

Step 11. Ensure the computer name and DNS host name match 301

Step 12. Configure the operating system for remote access 305

Step 13. Install pcAnywhere version 11.5 on the Standby Server 312

Step 14. Copy the latest Service Update and Platform Recovery Disk 325

Step 15. Configuring the server 330



Step 1. Read the relevant documentation for an upgrade


Read this chapter to understand the steps involved in a new installation.


Read the Contact Center Manager Planning and Engineering Guide. This guide provides information about the server specifications for a Contact Center Manager Server and Replication Server.

Review the Nortel Contact Center Installer’s Roadmap on the Partner Information Center Web site (www.nortel.com/pic).


ATTENTION Before you install the Standby Server software, you must read the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide.



Step 2. Gather the materials required for an installation

You need the following materials before starting your installation.

Item Purpose and details

tape drive and tape driver software

(required only if you are backing up your database to a tape drive, rather than a remote directory on a network computer)

Use tape drive to back up the database on the original server (Active Server) and restore it on the reconfigured server.

blank tapes or data cartridges


Use a blank tape to store the Active Server’s database using the database backup procedure. The blank tape must be the correct type for the tape drive that you are using. The tape capacity must be large enough to contain the database backup.

blank preformatted disk Use a disk to create a Platform Recovery Disk that contains the Active Server setup record and database configuration.

Contact Center DVD-ROM Use to install Release 6.0 of Standby Server software on the server.

license file This file controls the installed software features.

Windows Server 2003 installation CD

The server already has Windows Server 2003 installed. Ensure you have the documentation provided by Microsoft available on-site when you configure the operating system.



Step 3. Copy the latest Service Update to the server

Before you install the Contact Center Standby Server software, copy the latest Service Update (SU) and Service Update Supplement (SUS) to the root of drive D on the Standby Server.









Step 4. Perform a database integrity check on the Active Server

To ensure the integrity of the databases on the server, Nortel recommends that you perform a database integrity check before you create a backup of your database. This step is highly recommended to capture any database consistency problems.

Remember that a database integrity check can take from 1 to 3 hours, and that the server must be offline during the check. You can perform the check ahead of time, but make it as close as possible to the time of the database backup.

Follow the next procedure to perform a database integrity check on the server.

Performing a database integrity check on the Active Server


2 From the Start menu, choose Programs > Nortel Contact Center > Manager Server > Migration.

Result: The Platform Migration Utility window appears.



3 Click Database Integrity Check.


4 Click OK.

Result: The system displays messages as it checks the status of each service running on the server. All Standby Server services are shut down.

5 Wait until the following window appears.

6 Click Accept to start the database integrity check.


7 Click OK.

Result: A DOS window appears.



8 Do not close this window. The database integrity check takes from 1 to 3 hours to complete. You may not see any activity on the screen, but you should notice continuous disk activity.


10 Click OK.

11 Click Close to close the Platform Migration Utility window.

12 Check the database check log (C:\DbChk.log) for database errors. To do this, use a text editor (such as Notepad).

When you check the log file, search for key words such as ERROR or MSG. Contact your Nortel customer support representative for any detected database error. Do not put the server into service if any detected database errors exist, even though the server seems to operate normally.

13 Restart the server to start the Standby Server services required to perform the backup.



Step 5. Check the disk partition configuration on the Active Server

Record the disk partition configuration of the Active Server so you can use it to determine how to partition your new server (Standby Server).

Checking the disk partition configuration on the Active Server

1 From the Start menu, choose Administrative Tools > Computer Management > Disk Management.

Note: Go to Start > Programs > Administrative Tools > Computer Management > Disk Management, if you use the Classic Start menu.

2 Record the following information on the “Disk partition configuration worksheet” on page 259:

the displayed disk number

the logical disk drive letter assignments

the size of each partitioned disk

3 Ensure that the Standby Server has enough disk space to create the required partitions.

The following table presents an example of disk partition configuration.

Disk number

Disk drive letter assignment

Disk partition size(stand-alone)

Disk partition size(co-resident)

Disk 0 C 16 GB 32 GB

Disk 0 D 4096 MB NTFS 4096 MB NTFS

DVD-ROM 0 E n/a n/a

Disk 1 F 32 GB 32 GB



Disk partition configuration worksheet

Check the RAM size on the Active Server

The total physical RAM of the reconfigured server must meet the requirements for a Contact Center Manager Server Release 6.0 server. For RAM requirements, see the Contact Center Manager Planning and Engineering Guide.

Checking the RAM size on the Active Server

1 From the Start menu, choose Control Panel > System > General tab.

Result: The System Properties window appears, with the General tab displayed.

2 Record the RAM size on the RAM size worksheet.

Disk numberDisk drive letter assignment Disk partition size



RAM size worksheet

Item Fill in the required information

RAM size



Step 6. Create a backup of the original 6.0 database

Create a backup of the database of the server. You can use the backup to recreate the Active Server if the upgrade fails. The Active Server can remain online while you back up the database. However, consider the following information before you proceed with the backup:

An online backup adds an additional load on the Active Server and reduces overall contact center performance. Nortel recommends that you perform backups during non-peak traffic hours. Do not change any contact center configuration or user setup information during the database backup operation.

If your server continues to receive calls after the backup, some call statistics and data pegging will be missing from the backup. If it is important that all call statistics and data pegging be migrated to your Standby Server, take the Active Server offline immediately following the database backup. Ensure that the server remains offline until you install Contact Center Manager Server on the Standby Server.

Options for database backup

You can back up and restore the database using either a tape or a remote directory on a network computer.

If you want to use a tape drive for the database backup, proceed to “Back up the database to a tape” on page 262.

If you want to use a network drive for the database backup, proceed to “Back up the database to a remote directory” on page 264.



Back up the database to a tape

Follow this procedure to back up the database to a tape. To help calculate the speed of database backups to tape, perform a trial run of the backup at least several days before the upgrade. Keep in mind that the time required to do a database backup can vary between the trial run and the actual backup day.

To see sample time measurements for tape backup and restore, see “Requirements for backups” on page 917.

To calculate the capacity requirements for tape or remote directory backups, see “Calculate the capacity requirements for database backups” on page 924.

Backing up the database to tape

1 On the Active Server, insert a blank tape into the tape drive.

2 Ensure the services on the server are up.

Note: A database backup uses the CCMS HDM service. If this service is down, the database backup cannot start.

3 From the Start menu, choose Programs > Nortel Contact Center > Manager Server > Database Backup.

Result: The Database Backup Utility window appears.

4 Select Local Tape Drive, and click Next.



5 Verify that the database tape is in the tape drive, and click Start Backup.

Result: A DOS window appears showing the progress of the database backup.

The remote backup process begins. This can take from 30 minutes to 3 hours to complete, depending on the size of your database, the speed of your computer, and network traffic. Leave the DOS window open so you can see the backup completion message.

6 Wait until the completed OK message appears in the DOS window.



7 Press Enter, type quit, and press Enter again.

Result: The Remember to schedule regular database backups window appears.

8 Click OK.

9 After the database backup is complete, remove the backup tape and save it.

10 Check whether any events are recorded in the event log on the client PC from which you scheduled the backup. If there are any errors, check the database backup log files on the server. These files are located at the following paths: C:\Windows\System32\Backup.log and D:\Sybase\ASE-12_5\Install\backup.log.

Back up the database to a remote directory

Follow this procedure to back up the database to a remote directory. To help calculate the speed of database backups to a remote directory, perform a trial run of the backup at least several days before the upgrade. Keep in mind that the time required to do a database backup can vary between the trial run and the actual backup day due to several factors.

For a list of the variables that can affect the speed of your backup and restore, see “Backup speeds” on page 912.

To help you calculate space requirements before you back up the database, see details about the DBSpace utility in the section “Calculate the capacity requirements for database backups” on page 924.

ATTENTION Before you back up your database to a remote directory, check your remote folder configuration by following the guidelines listed in the section “Test the remote directory backup and restore configuration” on page 944.



Set up the database backup to a remote directoryFirst, identify the computer onto which you are going to back up the database. You must then set up the connection between the server and the remote directory.

The following section explains the requirements for the remote computer and network.

Remote computer requirementsThe remote computer for your database backup can be either a server or a workstation that meets the following requirements:

The operating system must be Windows Server 2003, Windows 2000 Server, Windows 2000 Professional, or Windows XP Professional.

The drive partition for the remote directory must be NTFS.

The directory for the backup must have enough space available to hold the backup files.

Network requirementsThe network must meet the following requirements:

The remote computer must be on the same network as the server.

The network connection must be through the Nortel server subnet. Ensure that the Nortel server subnet has low traffic during the scheduled time for the database backup. If you run the backup when Nortel server subnet traffic is high, the database backup can take longer than planned.

Files created during remote directory backupThe remote backup process creates the following files.

File Description

blue.dmp Contains the contents of the Blue database.

cbc.dmp Contains the contents of the CBC database.

master.dmp Contains the contents of the Master database.

miginfo.txt Contains configuration details.



Worksheet for setting up a remote directory backupSet up an account, password, and a shared directory on the network computer in preparation for a remote directory backup. Create names for these items ahead of time and record them in the following table.

rbackup.txt Includes details about the user name, password, and path used when you perform a database backup to a remote directory.

dbseg.txt Contains information about the data and log segments in your database.

dbdvc.txt Contains information about the size and location of your database files.

ItemFill in the required information

User name

Create a name and assign it to two user accounts—one on the network computer and the other on the server. The names must be identical on both computers.

User account password

Create a password and assign it to the two accounts described in the previous step. The passwords must be identical on both computers.

Computer name of the network computer

Obtain and record this name. This is required to back up the database.

Share name for the remote directory

Create and assign a share name to the directory on the remote computer. The share name can be the directory name (this is the default in Windows) or a different name.



Prepare the network computer for remote directory backup

After you determine which network computer to use for the remote directory backup, you must create a local Windows user account on it and then create a shared directory to contain the remote backup. Use the steps outlined in the following procedure, along with the documentation that came with the operating system, to correctly set up the user account and shared directory.

The following procedures do not provide detailed steps because they differ depending on the operating system on your network computer.

Creating the local Windows user account on the network computer

1 Create a new user account in Windows using the user name and password that you recorded in the worksheet.

a. From the Start menu, choose Programs > Administrative Tools > Computer Management.

b. In the left panel, navigate to Local Users and Groups > Users.

c. Right-click Users and select New User from the shortcut menu.

d. Enter the user account details in the New User window.



2 Make the user account a member of the Administrators group.

Creating and sharing the remote directory on the network computer

1 On the network computer, create a directory (folder) to contain the database backup. Use the share name you recorded in the worksheet.

Note: The name of the remote directory must not contain any spaces. Spaces in the remote directory name cause errors.

2 Ensure file sharing is enabled on the network computer.

3 Make the directory shared, and assign the share name that you recorded in the worksheet.

4 For the shared directory permissions, grant Full Control access rights to the user account that you created in the previous procedure.

Result: The network computer is now set up for remote directory backups. You must now prepare the server using the following procedures.

5 Record the computer name of the network computer in the worksheet.

Prepare the server for remote directory backup

On the Active Server, create a local Windows user account that is identical to the account you created on the network computer. Then add the account to the policy Log on as a service. The following procedure provides the detailed steps.

.

CAUTION

Risk of database backup failure

When you create the new user account in Windows, you must clear the check box for User must change password at next logon. If this check box is selected, Contact Center Manager Server cannot connect to the remote computer.



Setting up the local Windows user account on the Active Server

1 Log on to the Active Server as Administrator.

2 From the Start menu, choose Programs > Administrative Tools > Computer Management.


a. In the left panel, navigate to Local Users and Groups > Users.

b. Right-click Users and select New User from the shortcut menu.

Result: The New User window appears.

3 In the User Name box, type the same user name you assigned to the account on the network computer.

4 In the Password box, type the same password you assigned to the account on the network computer.

5 In the Confirm Password box, type the password again.

6 Clear the check box for User must change password at next logon.

Note: If you do not remove this check mark, the restore can fail because the Contact Center Manager Server cannot access the network computer.

7 Click Create.

8 Click Close.



9 In the left panel of the Computer Management window, click the Users folder to display its contents in the right panel.

10 In the right panel, right-click the new user you just created, and select Properties.

Result: The Properties window for the user appears.

11 Click the Member Of tab.

12 Click Add.

Result: The Select Groups window appears.

13 Click Advanced.

Result: The Select Groups search window appears.

14 Click Find Now.

15 Select Administrators.

16 Click OK.

Result: The Select Group search window closes.

17 Click OK.

18 When the Member Of tab reappears, click Apply and then click Close.

19 Close all windows that remain open.

Logging on as a service

1 On the Active Server, select Start > Administrative Tools > Local Security Policy.

Note: Go Start > Programs > Administrative Tools > Local Security Policy, if you use the Classic Start menu.

Result: The Local Security Settings window appears.

2 In the left panel, navigate to Local Policies > User Rights Assignment. Click User Rights Assignment to view its contents in the right panel.



3 From the right panel, double-click Log on as a service.

Result: The Log on as a Service window appears.

4 Click Add User or Group.

Result: The Select Users or Groups window appears.

5 Click Advanced.

6 Click Find Now.



7 In the Name column, select the user account that you just created, and then click OK.

Result: The account appears in the text box.

8 Close the Local Security Settings window.

Backing up the database to a remote server

1 Ensure the services on the Active Server are running.

Note: A database backup uses the HDM service. If this service is down, the database backup cannot start.

2 On the Active Server, select Start > Programs > Nortel Contact Center > Manager Server > Database Backup.





3 Ensure Network Disk is selected, and click Next.

Result: The configuration window appears.

4 In the Account box, type the user name you recorded in the worksheet on page 266. This must be the same user name you assigned to the account on both the network computer and the server.

5 In the Password box, type the password you recorded in the worksheet on page 266. This must be the same password you assigned to the account on both the network computer and the server.

6 In the Network Path box, type the network path for the shared directory you created on the network computer. Use the following format:

computername\sharename

Refer to the computer name and share name that you recorded in the worksheet on page 266.

7 Click Next.

Result: Contact Center Manager Server is now set to back up the database from the remote directory on the network computer.



8 If your backup is already scheduled, the system automatically sends the database backup files to the remote directory.


9 If your backup is not scheduled, click Start Backup; otherwise, click Cancel to save your settings and exit.

Result: The services start, and then the following window appears.



A DOS window appears showing the progress of the database backup.







12 Click OK.

Result: The backup is complete.

The backup log for your backup is located atD:\Nortel\data\backup\BackupLogs\dbbackup.log.

13 Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file dbbackup.log (with Notepad). If your database backup succeeded, the log contains the following lines of text:

[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete (database cbc).

[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete (database blue).

[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is complete (database master).

This database backup log does not have any errors or warnings.


If your database backup log contains the text in the previous example, your backup succeeded. Close the log file.

If your database backup log contains any messages or errors, this can indicate a problem with the backup. Navigate to the folder D:\sybase\ASE-12_5\install and open the file backup.log (with Notepad). This file can indicate the source of the problem. Retry the backup and check the backup log again. If the log still contains messages or errors, contact Nortel product support.



Step 7. Create a Platform Recovery Disk on the Active Server

Create a Platform Recovery Disk to gather required information from the server, such as its setup record and database configuration. The Platform Recovery Disk contains the file MigInfo.txt, which includes important details about how the server is configured.

Even if a Platform Recovery Disk is available, ensure you create a new one to include the latest PEPs and SUs.















d. Click OK.










e. Click OK.









Contents of the Platform Recovery Disk

The Platform Recovery Disk contains the following support files:

dbdvc.txt

dbseg.txt

MigInfo.txt

rbackup.txt



Step 8. Prepare the Standby Server for Release 6.0 (optional)

You must complete the base configuration of your Standby Server before you can install Release 6.0 of the Contact Center Manager Server software and restore your database. Complete this step only if you perform tape backups.

Reviewing the Contact Center Manager Server software requirements and setting up the tape drive on the Standby Server

1 Review the list of requirements for a Release 6.0 server, and ensure that your server meets each requirement. See Chapter 2, “Contact Center Standby Server requirements.”

2 If the new platform is equipped with a tape drive and driver software that is not compatible with that of the Active Server, remove the tape drive and install a compatible drive and its driver software on the new platform. For more information, see the maintenance guide for your hardware platform.

Note: Nortel recommends that you test your network connection before you prepare your Standby Server for full service.

.

CAUTION

Risk of database restoration failure

The database backup that you make on the Active Server must be compatible with the tape drive subsystem on the Standby Server (driver software, tape drive, and tape media). Otherwise, you cannot restore your database. For more information, see Step 3. “Copy the latest Service Update to the server” on page 254.”




Use the following checklist to record information required for your Windows Server 2003 and Contact Center Manager Server installation. You can refer to this checklist for specific information during the installation. Some information is in the Platform Recovery Disk you created. However, it is still a good idea to record the information for reference.

Step Details ✔




Computer name ___________________________





Not from the Reserved word list in “Reserved words” on page 1068.












Notes:


Step Details ✔





Switch name _____________________________


_______________________________________


__________________________________________

Network node ID ____________________________

Service ID __________________________________

Application ID ______________________________

Service version ______________________________

Business group ______________________________

Link set name _______________________________

Password ___________________________________


Step Details ✔







IP address _______________________________

Subnet mask ______________________________


________________________________________


IP address _______________________________

Subnet mask ______________________________


________________________________________

ELAN subnet server

IP address _______________________________

Subnet mask ______________________________


__________________________________________


IP address _______________________________

Subnet mask ______________________________


________________________________________

Step Details ✔




RAS

IP address _______________________________

Subnet mask ______________________________


________________________________________






IP address _______________________________



Site name __________________________________



__________________________________________




__________________________________________

Step Details ✔





Step Details ✔



Step 10. Install Windows Server 2003

You must perform a fresh installation of Windows Server 2003 on the Standby Server. Use the following checklist to perform a new installation of Windows Server 2003.

When you install Windows Server 2003, remember to do the following:

Delete all existing partitions on the primary drives (do not alter the disabled drives) and format the drives.

Create a new drive C partition on which to install the Windows Server 2003 operating system.

Configure the LAN network cards with the appropriate network IP configuration (for example, subnet mask and default gateway) for the subnet on which the server is located. The Standby Server must be configured with a different computer name and IP address from the Active Server.

Check that the virtual memory allocation (swap file) on the Standby Server is RAM size times 1.5. Set both the initial and maximum size to this value.

Partition the disks to at least the minimum recommended size. For more information, see the Contact Center Manager Planning and Engineering Guide.

If you use a tape drive for database backup and restore, ensure the tape drive is compatible with the current operating system and hardware standards. For more information, see the Nortel Contact Center Manager Planning and Engineering Guide.

Ensure that the new drives are installed with the correct RAID administration utility (if your server is equipped with RAID). The RAID software is platform-specific and is installed differently for each platform.



Perform a new installation of Windows Server 2003

Use the following checklist to perform a new installation of Windows Server 2003.

Install Windows Server 2003

Step Details ✔

1 Set up your RAID configuration.

If your server uses RAID, ensure the RAID configuration is set up according to the manufacturer’s instructions.

2 Obtain the Windows Server 2003 CD-ROM.

Use either Windows Server 2003 Standard Edition or Enterprise Edition.

Do not use Windows Server 2003 Datacenter or Web editions.

3 Start the Windows Server 2003 installation.

Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for the operating system. This partition must reside on drive C of your server on an NTFS partition.

The Windows Server 2003 installation copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears.

4 Complete the Windows Server 2003 Setup wizard.

Use the following guidelines in this table to complete the Windows Server 2003 Setup wizard.

Regional Settings window

Complete this window as required for your site.

Personalize Your Software window




Licensing Modes window

Nortel recommends that you use the Per server licensing mode and that you have a minimum of five concurrent connections. This is the default.

Computer Name and Administrator Password window

Enter the computer name and administrator password.

Pay close attention to the naming rules for the computer name as described in the Contact Center Manager Planning and Engineering Guide (no spaces, hyphens, or underscores are allowed).

Date and Time Settings window

Complete this window as required for your site. Make sure the correct time zone is set for the server.

Attention: To configure the daylight savings settings on your server, perform one of the following tasks:

If you are using a CS 1000/Meridian 1 switch, ensure that the Automatically adjust clock for daylight saving changes check box is cleared.

If you are using a CS2x00/DMS switch, ensure that the Automatically adjust clock for daylight saving changes check box is checked for regions using daylight saving time.

If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that the Automatically adjust clock for daylight saving changes check box is checked.

Modem Dialing Information window


This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.

Networking Settings window

After the system installs the networking components and the status bar finishes scrolling, select Custom settings.


Step Details ✔



Networking Components window

Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards.

Networking components selection

After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:

Client for Microsoft Networks

File and Printer Sharing for Microsoft Networks

Internet Protocol (TCP/IP)Configuring TCP/IP parameters for Nortel server subnet and ELAN cards

Complete the following steps for each card that the Setup wizard detects on your server.

1 Click Internet Protocol (TCP/IP), and then click Properties.

2 In the General tab, type the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.

3 To complete the installation successfully, you must type an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type dummy IP addresses now. Remember to reconfigure the cards with the correct addresses later.

4 From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.


Step Details ✔



Workgroup or Computer domain window

Adding computer to a workgroup

1 Select No, this computer is not on a network, or is on a network without a domain.

2 In the Workgroup or computer domain box, type the workgroup name.

You can add the server to a domain after you install Contact Center Manager Server.

5 Log on to Windows Server 2003.

After the Windows Server 2003 Setup wizard installation of the operating system is complete, you must configure the operating system before you install Contact Center Manager Server software. Remove the CD-ROM.

When you log on to Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Standby Server functionality. Proceed to the next step (Step 6) to configure additional server software.

Tip:

Select the Don’t display this screen on startup option.


Step Details ✔



6 Add or remove programs.

Use Add or Remove Programs to configure your Windows Server 2003 operating system.

Using Add or Remove Programs

1 Go to Start > Control Panel.

Note: Go to Start > Settings > Control Panel, if you use the Classic Start menu.

2 Double-click Add or Remove Programs.

3 Click Add or Remove Windows Components to view a list of the installed components.

4 Click Application Server, and then click Details to deselect IIS on the components list. IIS is an subcomponent of Application Server and is selected by default.

5 Select Management and Monitoring Tools, and then click Details.

6 Select the check box beside SNMP. If it is selected already, SNMP is installed.

7 Click OK to return to the Add or Remove Windows Components property page.


Step Details ✔



7 Check the virtual memory settings.

Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.

Verifying the virtual memory on the server



2 Click System.

3 On the General tab, take note of the RAM size.

4 Click the Advanced tab, and then click Performance Settings.

5 Click the Advanced tab again.

6 Click Change to view and make changes to the virtual memory settings.

7 Restart the server if prompted.

For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that you set both the minimum and maximum paging file sizes to RAM size times 1.5.

If any of the following conditions apply, the system complete memory dump is not generated when the system stops unexpectedly:

Multiple paging files are distributed over separate disks.

The paging file is not located on drive C.

Physical RAM size is larger than 2 GB.


Step Details ✔



Check the virtual memory settings (continued).

Due to the limitations presented by large paging files, Nortel recommends that the following:

Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB.

Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions.

8 Configure the modem connection for remote access.

Configure a direct serial connection for the modem hardware connected to your server. The modem uses COM 1.

Configuring a direct serial connection



2 Double-click Phone and Modem Options.

3 Click the Modems tab, and then click Add.

Note: If you have not configured a modem on the server, the Location Information screen appears first. You must completed the Local Information screen before the Modems tab can be accessed.

4 Follow the instructions in the Add or Remove Hardware Wizard to detect the modem and install the driver.

9 Configure the operating system for remote access.

Configure an incoming connection on the server to allow for remote support through the dial-up modem.


Step Details ✔



10 Check the bindings order for the Nortel server subnet and ELAN cards.

Attention: You must complete the procedure in this section if you have more than one network card. If you do not have the correct binding order, you may encounter problems when you want to restore your database.

You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.

Configuring the bindings order of the network interface cards




3 Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.

4 In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.


Step Details ✔



11 Check the serial port configuration.

Use the Windows Device Manager to check that the required serial ports exist. You require COM1 to provide remote support, unless you are using the USB port or VPN for remote access. Also, you require COM2 for Symposium Voice Services on Meridian Mail.

Checking the required serial ports



2 Click System, and then click the Hardware tab.

3 Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.

4 For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.

If a required port does not exist:

1 Ensure that the port is installed.

2 Go to the BIOS and correct the address of the missing port.


Step Details ✔



12 Format all disk drives.

Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.

If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When you partition your drives, do not use the Windows option to upgrade to dynamic disks.

Ensuring the disk drives are formatted correctly


2 Under Storage, click Disk Management to view and change disk partitioning.

3 Configure all partitions (D, F, G, and other additional drives) as logical drives within extended partitions on the basic disks.

Note: The operating system resides on the C partition. This must be the only primary partition.


Step Details ✔



a. Right-click each disk that you want to configure.b. On the shortcut menu, click Create Partition.c. Follow the prompts in the Create Partition Wizard to

create an extended partition for each disk.d. Right-click each disk. e. On the shortcut menu, click Create Logical Drive.f. Follow the prompts in the Create Partition Wizard to

create logical drives for each disk.

Note: When you create the extended partitions, you must create the logical drives by specifying their size and drive letters.

When you right-click a disk, if you see Write Signature in the shortcut menu, you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.

13 Install any additional drivers required for your hardware configuration.

If your server requires any additional drivers for your hardware configuration, install them.

14 Test the network connection.

Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.

15 Install the Windows Server 2003 service pack.

Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List, available on the Partner Information Center Web site (www.nortel.com/pic).


Step Details ✔



17 Install the Internet Group Management Protocol patch from Microsoft.

After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.

To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the knowledge base article listed on the Microsoft Web site (www.microsoft.com).

If your version of Windows Server 2003 requires this patch, but you do not install it, your server cannot reliably receive multicast data from the server in Contact Center Manager Server.


Step Details ✔



Step 11. Ensure the computer name and DNS host name match

You must ensure your computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server software.

A mismatch in these names can occur, for example, if you perform a new installation of the operating system and type the computer name in uppercase letters. In Windows, your entry is used to set both the computer name and the DNS host name. However, after the operating system is installed, you may find that Windows set the DNS host name in uppercase letters as you entered it, but the computer name is set in all lowercase letters. Use the following procedures to check the names and, if necessary, change them.

Ensuring the computer name and DNS host name match

1 After you install the operating system, log on to the Standby Server as Administrator.

2 From the Start menu, choose Control Panel, and then click the System icon.

Result: The System Properties dialog box appears.



3 Click the Computer Name tab.

Result: The Computer Name page appears.

4 Write down the full computer name exactly as it appears, including case.

Note: 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.


If the names match, close the windows you opened, and then continue with the configuration of your server.

If the names do not match, complete the following procedure.

Updating the computer name to match the DNS host name

This procedure is a continuation of the previous procedure.

1 Write down the NetBIOS computer name exactly as it appears.

2 On the DNS Suffix and NetBIOS Computer Name window, click Cancel.


3 In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1 on page 303, and click OK.

Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround:



a. Type any character at the end of the computer name to enable the OK button.

b. Click OK.

c. When the system prompts you to restart, click OK, but do not restart the server.

Result: The System Properties window appears.

d. Click Change.

e. Go back to step step 3 on page 303.

Result: The system prompts you to restart.

4 Click OK.

5 Click OK to close the System Properties window.

Result: The system prompts you to restart the server.

6 Click Yes.

7 When the system restarts, log on to the server as Administrator.

8 To ensure the names match now, repeat the procedure Step 11. “Ensure the computer name and DNS host name match” on page 301.



Step 12. Configure the operating system for remote access

For support personnel to connect remotely to the server, you must configure remote access on the server. This section shows you how to configure the operating system for a workgroup only.

Configuring the operating system for remote access (workgroup)

1 From the Start menu, choose Control Panel > Network Connections > New Connection Wizard.

Result: The New Connection Wizard window appears.



2 Click Next.

Result: The Network Connection Type window appears.

3 Click Set up an advanced connection, and click Next.

Result: The Advanced Connection Options window appears.



4 Ensure Accept incoming connections is selected, and click Next.

Result: The Devices for Incoming Connections window appears.

Note: The Devices for Incoming Connections window only displays if there is a modem or other connection device installed. If there is no modem or connection device, the Incoming Virtual Private connection window appears.



5 Ensure that the server modem appears in the Connection devices box with a check mark beside it, and click Next.

Result: The Incoming Virtual Private (VPN) Connection window appears.

6 Click Do not allow virtual private connections, and click Next.

Result: The User Permissions window appears.



7 Select the Administrator check box, and click Next.

Note: After you install the Contact Center Manager Server software, three additional users appear in this box: NGenSys, NGenDesign, and NGenDist. Ensure that check marks are beside these names so that these users can connect remotely to the server.

Result: The Networking Software window appears.

8 Ensure that default check marks appear beside the three components, as shown in the preceding illustration.



9 In the Networking Software box, select Internet Protocol (TCP/IP), and then click Properties.

Result: The Incoming TCP/IP Properties window appears.

10 Ensure that the check box beside Allow callers to access my local area network is not selected.

11 Select the Specify TCP/IP addresses option.

12 In the From and To boxes, specify a range of IP addresses in the same subnet as the Nortel server subnet IP address. This range must include at least two available IP addresses.

Note: Obtain the range of addresses from your network administrator. Remote access uses the first IP address. The remaining IP addresses are loaned to each dial-in client. Your administrator must select the range carefully.

13 Ensure that the check box beside Allow calling computer to specify its own IP address is not selected.

14 Click OK.



15 In the Networking Software window, click Next.

Result: The Completing the New Connection Wizard window appears.

16 Click Finish.

Result: The new connection appears in the Network Connections folder.

17 Right-button click the new connection icon.

18 Choose Rename from the shortcut menu.

19 In the highlighted field type the name of the incoming connection as you want it to appear in the Network Connections folder.



Step 13. Install pcAnywhere version 11.5 on the Standby Server

One licensed copy of pcAnywhere 11.5 for host computers only is provided for the server on the Contact Center DVD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).

pcAnywhere is required on the Contact Center Manager Server for all four remote technical support options:






pcAnywhere on the client PCTo install pcAnywhere 11.5 on the client PC, you must purchase a separate license for the client PC.

Information required during installationDuring installation the following installer information is required.

User name

Organization

Destination directory Nortel recommends that you install to the default directory(C:\Program Files\Symantec\pcAnywhere)



pcAnywhere LiveUpdateNortel recommends that you use another computer to periodically check the Symantec Web site for changes and updates. If there are changes, download the changes and transfer them to the Standby Server.


1 Log on to the Standby Server as Administrator.



Note: If the Terminal Server Install Failure dialog box appears, you must launch the pcAnywhere installer from Add or Remove Programs. This occurs because Terminal Services must be in Install Mode before you can install an application.

Terminal Services is not required on the server.

a. Click Add or Remove Programs to open the Add or Remove Programs window.

b. Click Add New Programs.

c. Click CD or Floppy.

d. Click Next.

Result: The program finds the setup.exe file on the DVD and the installation begins.



5 Click Next.









9 Click Next.


10 Click Install.




1 On the Standby Server, log on to Windows as Administrator.




3 Continue with the following procedure to configure pcAnywhere 11.5 user access rights.






Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict the use pcAnywhere to appropriate users (for example, Nortel support personnel and distributors).


1 Exit pcAnywhere.





d. Scroll down until you see Show Hidden Files and Folders, and then select this option.

e. Click OK.



3 Right-click the pcAnywhere folder icon, and then click Properties.





5 In the Name box, select Administrators.






Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when you are asked to confirm.


Result: The Hosts option on the pcAnywhere Manager pane is selected.





5 On the Connection Info tab, ensure that only the TCP/IP check box is selected.




7 In the Host startup area, ensure that the Launch with Windows and Run minimized check boxes are selected.





12 In the Confirm Password box, type the same password again.







Result: The Host Properties window reappears with the account now listed according to its Login ID.




19 Ensure that Enable conferencing and Obtain IP address automatically are selected, as shown in the following example.

Note: If you find that your connection to a conferencing session times out, when you try to log on, you must change Allow conference over value to a number greater than 0.


21 In the Password box, type the password you want to use to protect the Network icon settings.


23 Click OK to apply all pcAnywhere Host PC settings.





Step 14. Copy the latest Service Update and Platform Recovery Disk

Before you install the Release 6.0 Contact Center Manager Server software on the Standby Server, you must do the following:

Copy the latest Service Update pack to drive D on the Standby Server.

Copy the Platform Recovery Disk previously backed up from the Active Server to drive D:\OldPrd on the Standby Server.

A Service Update is included in the Supplementary SU folder on the DVD shipped with your software. However, check for a more recent Service Update pack on the Enterprise Solutions PEP Library Web site at http://www.nortel.com/espl.

Copying the latest Service Update pack and Platform Recovery Disk to the server

1 Insert the Contact Center Release 6.0 DVD into the DVD-ROM drive.

Note: If you are installing from a network shared drive, map the DVD to a drive letter on the server.

2 Navigate to the Supplementary SU folder on the DVD or the shared drive and copy the Service Update (for example, CCMS_6.0_SU_92.msi) to the root of drive D.

3 Create a directory called OldPrd in drive D.

4 Insert the Platform Recovery Disk you created previously into drive A.

5 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd.

ATTENTION Do not install the Service Update pack. The installation program installs it automatically at the appropriate time when you install the server software.



Before you begin
















8 Click Next.




9 Click Install.


10 Click Finish.







Install this stand-alone patch from Sybase to address security issues. You must install this patch after you install the Contact Center Manager Server software on the Standby Server.





Step 15. Configuring the server

This section contains additional information on the configuration of the server.

Set user account policies

Before you install the Contact Center Manager Server software, you must ensure that the account policies for the users on your server meet the following guidelines:

The disable password must meet complexity requirements.

The minimum password age is set to 0.

The minimum password length is 0 characters.

Use a password history of 0.

Store the password using reversible encryption 0.

Change the account policy to meet your requirements after you complete the installation.

Accessing user account policies

1 Go to Start > Administrative Tools > Local Security Policies.

Result: Local Security Settings windows open.

2 Expand Security Settings > Account Policies > Password Policy.

Result: Password Policy setting appear.

Switch type

Ensure that you are you using the same type of switch that you used for Active Server.



Verify your Standby Server package

Before you install the Contact Center Manager Server software, ensure you know which package you are going to install so that you can type the correct information during the installation.



Section B: Migrate the Active Server to the Standby Server

In this sectionStep 16. Migrate the Active CCMS to the Standby Server 334

Step 17. Configure your CCMS settings on the Standby Server (optional) 365


Step 19. Install the Server Utility (optional) 386



Step 16. Migrate the Active CCMS to the Standby Server

You must use the following migration procedure to install the Contact Center Manager Server software to ensure that the Standby Server is installed and configured similarly to the Active Server.

Migrating the Active Contact Center Manager Server to the Standby Server


2 Insert the Contact Center DVD (autorun initiates), or map to a network DVD and run Setup.exe.

Result: The Welcome to Nortel Contact Center 6.0 main menu appears.



3 Select the following components:

Contact Center Manager Server

License Manager

Server Utility (if it is installed on the Active Server)

Note: If Contact Center Manager Server is co-resident with License Manager, select Contact Center Manager Server and License Manager.

4 Click Install.


5 Click Start.

Result: The Contact Center - Manager Server - InstallShield Wizard window appears.



6 Click Next.


7 In the Server Type section, select Standalone (default).

8 In the Install Type section, select Upgrade from 4.2 database Migration of 5.0 or 6.0 database.



9 Click Next.

Result: The preinstallation checker starts, and the Pre-Install Check window appears.

10 Review the information in the tabs on this window. Nortel recommends that you fix any errors before you continue the installation. If you make any changes, click Refresh to rerun the preinstallation checker.



11 Click OK.

Result: The CCMS Configuration window appears.


If you want to enter all of the configuration data before you install the software, select Enter configuration data now to complete CCMS configuration automatically. Click Next and proceed to step 13.

If you want to enter all configuration data after the installation, select Enter configuration data when CCMS configuration is run at end of installation. Click Next and skip to step 44 on page 353.



13 Click Next.


14 Verify the information in the Customer Name box.

15 Verify the information in the Company Name box.



16 Click Next.


17 Ensure that the appropriate switch type is selected, and click Next.




18 Verify the settings for the switch.

Note: If you are working in a Campus Redundancy setup, type the same switch information you used on your Active Server. If you are working in a Geographic Redundancy setup, type the information for your new switch.

19 From the CCMS Package list, select the Standby Server package.



If you are using Campus Redundancy, type the same serial number you used on the Active Server.

If you are using Geographic Redundancy, type the serial number for the secondary switch.


Note: If the License Manager resides on the Standby Server, type the IP address for the Standby Server.


Note: You can change the Primary License Manager IP address when the installation is complete.

23 In the Secondary License Manager IP box, type the Secondary License Manager IP address (corporate only).

Note: You can change the Secondary License Manager IP address when the installation is complete.





Result: The Package Feature window appears.









28 Click Next.

29 Perform one of the following tasks depending on which switch you chose in step 17 on page 340.

Option One (CS 1000)

Option Two (CS 2x00)










ATTENTION If you have a campus redundancy scenario, use the same switch information on the Standby Server as on the Active Server. If you have a geographic redundancy scenario, enter different switch information for the secondary site.



d. Click Next.
















j. Click Next.











ATTENTION If you have a campus redundancy scenario, use the same ELAN subnet IP address on the Standby Server as on the Active Server. If you have a geographic redundancy scenario, enter different ELAN subnet IP address for the secondary site.





31 In the RSM IP Address box, type the Real-time Statistics Multicast (RSM) IP address that you want to associate with sending real-time statistical data.





32 Click Next.

Result: The Database Replication window appears.

33 For Warm Standby type, select Standby.

34 Verify the information for the Replication Server. Ensure that the Replication Server name is all written in uppercase.

Attention: This information must match the Active Server information.

35 Enter the CCMS Listener Port Number, or accept the default value. If the value is changed from the default, you must type the new value on the Replication Server.

36 Click Next.




37 Click OK.


38 Click Next.






The site name must not contain spaces or non-alphabetical characters except for - (hyphen) and _ (underscore). The first character must be a letter. The site name must be unique and can consist of any combination of a minimum of 6 and up to 15 characters.

Note: You must use the same site name you used on the Active Server.

41 Click Finish.




42 Click Continue.

Result: The Contact Center Manager Server Setup Configuration Utility Information window appears.





44 Click Begin.



Stage 1








Stage 2

Stage 3



Stage 4


Stage 5 (This stage has six parts during which the database is created.)



46 Wait for the Database Restore Utility window to appear.


47 Select Local Tape Drive or Network Disk.

48 Perform one of the following tasks based on which method you are using to restore your backed up files.

If you selected Network Disk, proceed to “Option 1” on page 357.

If you selected Local Tape Drive, proceed to “Option 2” on page 359.



Option 1If you choose Network Disk, the following window appears.

49 Verify the details of the network disk, and click Next.


Note: If you performed a database integrity check on the Active Server and you know that your database is working properly, you can choose to skip the database verification during the restore. The database verification takes about 30 minutes. If you want to skip the database verification, select the Do not verify the restored database check box.



50 Click Start Restore.


Stage 1

Stage 2

51 When the restore is complete, click Finish. Proceed to step 54.



Option 2If you choose Local Tape Drive, the following window appears.

52 Ensure that the database backup tape is in the tape drive.



Result: The following window appears and the services start.



Stage 1

Stage 2




55 Wait for the Server Configuration Utility window to appear.

Result: The Server Configuration Utility window appears. The configuration continues from Stage 1 to Stage 14.




Example: The Nortel Contact Center - Manager Server installation success window appears.

56 Click OK.

Result: The Nortel Contact Center - Manager Server Platform Recovery Disk window appears.



57 Click Cancel. You can create the Platform Recovery Disk after you install the remaining components on the server (when you complete the postinstallation tasks).







Result: The INSTALLATION ORDER window appears. The Contact Center Manager Server software is installed.


a. If you did not configure the Standby Server during installation, proceed to Step 17. “Configure your CCMS settings on the Standby Server (optional)” on page 365.

b. If you configured your server settings during installation, click Continue. Proceed to Step 18. “Install the License Manager” on page 382.18



Step 17. Configure your CCMS settings on the Standby Server (optional)

If you did not configure your server settings during the installation, do so now. If you already configured your server settings, skip to Step 18. “Install the License Manager” on page 382.

Configuring your Contact Center Manager Server settings on the Standby Server (optional)






4 Click Next.






Note: The features that appear in the CCMS Package Feature window can differ depending on the switch and the package you chose on the License Manager window.




16 Click Next.






d. Click Next.
















j. Click Next.






20 Click Next.








24 Click Next.



25 Click Next.






The site name must not contain spaces or nonalphabetical characters except for hyphens (-) and underscores (_). The first character must be a letter. The site name must be unique and can consist of 6 to 15 characters.

Note: You must use the same site name that you used on the Active Server.

28 Click Finish.


29 Click Continue.






31 Review the tabs and make any changes as required, and click OK.






33 Click OK.








If you do not plan to install any other Nortel Contact Center components on this server, click Cancel. Proceed to Section C:“Postinstallation” on page 391.




This procedure is a continuation from Step 16. “Migrate the Active CCMS to the Standby Server” on page 334.


1 On the INSTALLATION ORDER window, click Continue.




2 Click Next.








5 Click Begin.





6 Click Finish.



If you plan to install the Server Utility on the same server on which you installed the Standby Server, click Continue. Proceed to Step 19. “Install the Server Utility (optional)” on page 386.

If you do not plan to install any other Nortel Contact Center components on this server, click Cancel. Proceed to Section C:“Postinstallation” on page 391.



Step 19. Install the Server Utility (optional)


Installing the Server Utility software


2 Insert the Contact Center 6.0 DVD into the DVD-ROM drive and wait for it to autorun. If the DVD does not autorun, then browse to the DVD and run setup.exe.




3 Select Server Utility, and then click Next.


4 Click Next.


5 In the User Name box, type your user name.

6 In the Organization box, type the name of your organization.



7 Click Next.


8 Verify the destination folder, and then click Next.

Result: The following dialog box appears, prompting you to begin the installation.



9 Click Install.

Result: The following dialog box appears, displaying the installation progress.

Result: When installation is complete the InstallShield Wizard Completed window appears.

10 Click Finish.




11 Click Finish.

12 The installation is complete.The Server Utility is installed.



Section C: Postinstallation

In this sectionStep 20. Install required CCMS Service Updates on the Standby Server 392

Step 21. Change the NGenDist, NGenDesign, and NGenSys passwords 396

Step 22. Configure the NGen user groups for remote access (optional) 400


Step 24. Add the server to a domain (optional) 405


Step 26. Install LinkPlexer 427

Step 27. Verify your security settings 444

Step 28. Disable the time synchronization features on the operating system446

Step 29. Complete other postinstallation tasks 448



Step 20. Install required CCMS Service Updates on the Standby Server

You can obtain Service Updates (SU) and Service Update Supplements (SUS) as follows:

All SU packs and SUSs are available on the Enterprise Solutions PEP Library Web site located at www.nortel.com/espl.



Before you begin












8 Click Next.


9 Click Install.




10 Click Finish.





Install this stand-alone patch from Sybase to address security issues. You must install this patch after you install the Contact Center Manager Server software.






To protect your system from unauthorized access, change the passwords for the Nortel user accounts on the Standby Server as soon as you finish the installation.

NGenDist, NGenDesign, and NGenSys are Windows remote access accounts that enable the distributor or Nortel customer support to remotely log on to the server if requested by the customer. These accounts are created during the server software installation.



Password security




NGenSys

NGenDist



NGenDesign
















6 Click Proceed.




8 In the Confirm Password box, type the same password you entered in the Password box.

9 Click OK.


10 Click OK


12 Click Exit to save changes.




If you changed the NGenSys password, continue with the following procedure.

Changing the NGenSys password for the MAS Backup and Restore service

This procedure is required only if you change the Windows user account password for NGenSys.

1 On the Standby Server, click Start > Settings > Control Panel > Administrative Tools.

2 Click Services.


3 Scroll to the MAS Backup and Restore service, and then select it.

4 From the Action menu, choose Properties.

Result: The Service window appears.

5 Click the Log On tab, and then type the current NGenSys password in the Password and Confirm Password boxes.

Note: Use the same password you assigned to NGenSys in “Changing the NGenDist, NGenDesign, or NGenSys password” on page 397.

6 Click OK.


ATTENTION When you are finished, remember to log on as NGenSys. You must log on as NGenSys to monitor and manage the server.



Step 22. Configure the NGen user groups for remote access (optional)



1 On the Standby Server, from the Start menu, choose Control Panel.

Result: The Control Panel window appears.





3 Right-click the incoming connection that you created in “Configuring the operating system for remote access (workgroup)” on page 305, and then choose Properties.











3 On the pcAnywhere manager (left side), select the Hosts option.




ATTENTION If your server is in a workgroup, complete this step. If you intend to add your server to a domain, see Step 24. “Add the server to a domain (optional)” on page 405 for information about configuring the NGen user groups for remote access in a domain environment.




Result: The Callers tab appears.


7 Below the Caller list heading, click the New item icon( ).



9 From the Domain list, select the computer name of the server for Standby Server.



Step 24. Add the server to a domain (optional)

This step shows you how to add your Standby Server to an existing domain and perform other necessary tasks to make your server work on a domain. To perform this step, you need domain administrator’s privileges, or ask the domain administrator to assign you a domain user account for remote access.

Add Standby Server to your domain

1 On the Standby Server, on the Windows desktop, right-click My Computer, and then select Properties.


3 Click Change.

4 In the Computer Name Changes window, change the computer's name and its domain or workgroup affiliation.


a. Select the Domain option.


6 Click OK.







In a Windows Server 2003 domain environment, you must create a dial-up user as a domain user on the domain controller and assign dial-in access permissions to this user. When you dial in to the Standby Server RAS configuration, the domain controller authenticates the user. Because no local dial-in account is created on Standby Server, the system no longer uses the accounts NGenDist and NGenDesign for dial-up access. However, after you establish dial-up connection using the domain user account, the pcAnywhere user accounts can still use the NGenDist or NGenDesign accounts.


1 On the Standby Server, from the Start menu, choose Administrative Tools > Routing and Remote Access.




2 Right-click the Local Server Name, and then select Configure and Enable Routing and Remote Access.


3 Click Next.




4 Make sure Remote Access (dial-up or VPN) is selected, and then click Next.


5 Click Dial-up, and then click Next.






7 Select From a specified range of addresses, and then click Next.




8 Click New.




10 Click Next.




11 Select No, use Routing and Remote Access to authenticate requests, and then click Next.


12 Click Finish.

Result: The Routing and Remote Access service starts and is successfully installed on your computer.




After you install the Routing and Remote Access service on your server, you must set up your user accounts for remote access. Choose from one of the following two options.

Option 1: Creating a domain user while using NGenDist account for pcAnywhereThis option requires that you create a domain user account on the domain controller with dial-in access privileges, while retaining the NGenDist or NGenDesign accounts at a pcAnywhere level.


Note: Nortel recommends using a user name and password that are different from NGenDist and NGenDesign. The network administrator may be required to carry out this step. Record the user name and password carefully as they are required to remotely support the Contact Center Manager Server Release 6.0 server.

2 On the Contact Center Manager Server Release 6.0 server, no changes are required to the operating system, RAS configuration, server software, or pcAnywhere installation.

3 When you dial in to the Release 6.0 server of Contact Center Manager Server, the system prompts you for a domain user account and password. After the domain controller authenticates the domain user account and password, you can start the pcAnywhere session. The pcAnywhere logon can still use the NGenDist or NGenDesign account.

Note: Because there is no local record of the domain user account, you must maintain two user accounts; one is the domain user account, and the other is the local pcAnywhere account.

Option 2: Using the domain user account for pcAnywhereThis option requires that you create a domain user account on the domain controller with dial-in access, as in Option 1. However, you also use the same domain user account instead of NgenDist for pcAnywhere access. The NGenDist or NGenDesign accounts are no longer used at any level.




Note: Nortel recommends that you use a user name and password that are different from NGenDist and NGenDesign. The network administrator may be required to carry out this step. Record the user name and password carefully as they are required to remotely support Contact Center Manager Server.

2 On the Contact Center Manager Server, no changes are required to the operating system, RAS configuration, or server software, except for the pcAnywhere configuration.

3 On the pcAnywhere configuration, select a domain user account from the domain controller in the pcAnywhere Add Users window.

Note: The Contact Center Manager Server user must log on using an account with domain administrator privileges before configuring pcAnywhere users.


If you are using a Communcation Server 1000/Meridian 1 PBX switch, stop and disable the Windows Time Service.

Stopping and disabling the Windows Time Service

Check that the Communcation Server 1000/Meridian 1 PBX time is within 10 seconds of the domain controller time. If the time is not within 10 seconds, adjust the Communcation Server 1000/Meridian 1 PBX time to match the domain controller time.

1 On the Standby Server, on the Windows desktop, right-click My Computer and choose Manage > Services and Applications > Services.

2 In the right pane, right-click Windows Time Service, and then select Stop.

3 When the Windows Time Service stops, right-click Windows Time Service again, and then select Properties.


5 Click Apply, and then click OK.




7 Close the window.

Note: Nortel recommends that the time difference between the Communcation Server 1000/Meridian 1 PBX and the domain controller time be kept within a few seconds (+/- 10 seconds). The maximum difference is 5 minutes before Kerberos authentication problems may arise. Check the times on the Communcation Server 1000/Meridian 1 PBX and the domain once a month to ensure that the 5-minute tolerance is not exceeded.




As part of the migration of the Active Server to Standby Server, you must configure the Standby Server so the Real-Time Statistics IP address, Real-Time Display Multicast Controller Utility (MulticastCtrl.exe), and Real-Time Display Multicast Configuration Utility (RSMConfg.exe) are set up the same as the Active Server.

You can begin using the RSM service with the default RSM settings, or you can modify RSM settings to conform to the requirements of your RSM-dependent applications.





ATTENTION RSM compression is supported on Contact Center Manager Server, but it is not supported with Contact Center Manager Administration. If RSM compression is configured on the Active Server, Contact Center Manager Administration real-time displays do not work.






Use the mRcv.exe utility on both the Active Server and Standby Server to verify that the RSM service is sending data to the appropriate ports. The information must match on both servers. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

Accept the default RSM settings provided by the Active Server installation, and begin using the RSM service. Ensure the RSM settings match on the Standby Server.

Modify the default settings on the Active Server and Standby Server to values recommended by your RSM-dependent applications. The information must match on both server. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.


After installing the optional Real-time Statistics Multicast (RSM) feature, you can modify the RSM component default settings on the Active Server and Standby Server to reflect the requirements of your organization. You can modify the following settings:









This section describes how to modify and enable changes to the RSM service on the Standby Server.

The RSM service consists of the configuration and the data propagation components. You configure RSM settings through the RSM configuration and multicast control utilities. The RSM statistics are transmitted through the Statistical Data Propagator (SDP).

When you complete your modifications, you must stop and restart the SDP service on the Standby Server. This service must be aware of IP multicast changes to send the appropriate data.


Modifying the Real-Time Statistics Multicast serviceAfter the RSM component is installed on both the Active Server and Standby Server, you can use the following utilities to reconfigure RSM:

RTD Multicast Controller utility (MulticastCtrl.exe)—Use this utility to modify settings for applications that require that real-time statistics be turned on manually.

Note: The real-time statistics groups that you need to turn on or off vary depending on the applications that receive data from the RSM service. Nortel highly recommends that you review the documentation for each RSM-dependent application in Contact Center Manager Server before modifying the RSM settings.




RTD Multicast Configuration utility (RSMConfg.exe)—Use this utility to change







1 On the Standby Server, from the windows Start menu, choose Programs > Nortel Contact Center > Manager Server > Multicast Stream Control.




2 Select the Moving Window or Interval To Date check boxes, or both, for each real-time statistics group.


Skillset

Application

Agent

Nodal

IVR

Route

Compression


Skillset

Application

Agent

Nodal

Compression

3 Click Apply.

Tip: You must also use the RTD Multicast Controller utility’s Apply button to activate changes to multicast rates made in the configuration utility. For more information, see “Activate modifications to the RSM service in Contact Center Manager Server” on page 423.

4 Click Close.




Modifying the IP multicast settings in Contact Center Manager ServerPerform the following steps to modify the multicast IP settings on the Standby Server.

1 On the Standby Server, from the windows Start menu, choose Programs > Nortel Contact Center > Manager Server >Multicast Address and Port Configuration.


ATTENTION Nortel highly recommends that you review the documentation for each RSM-dependent application that uses the RSM service in Contact Center Manager Server before modifying the RSM IP multicast settings.



2 In the Multicast IP group box, type the IP multicast address that you designated as the sending address for IP multicasting in Contact Center Manager Server.



ATTENTION The IP multicast addresses that support multicasting are 224.0.1.0 through 239.255.255.255, but the IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing and topology discovery protocols. Addresses between 239.0.0.0 and 239.255.255.255 are reserved for administrative scoping. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.

ATTENTION If you change the IP port settings, some applications that are dependent upon the RSM service can malfunction.






Tip: If you make an error in modifying the multicast IP group, TTL, IP ports, or the multicast rates for each port, you can restore the original values by clicking Registry Value or Default Value. Note that if you modify any of these values and click OK or Apply, the appropriate registries are updated with your changes. If you click Registry Value after the modifications are saved to the registry, it has no effect.



6 Click OK.

7 To activate new multicast rate settings on Contact Center Manager Server, you must open the configuration utility and click Apply. For more information, see the procedure “Activate modifications to the RSM service in Contact Center Manager Server” on page 423.

Activating a multicast rate modificationWhen you change a multicast rate in the configuration utility, you modify only the default value, not the current transmission rate. RSM continues to transmit data at the current rate until you open the controller utility and click Apply.

ATTENTION If you change the multicast rate for any display in RTD Multicast Configuration, it may not produce the refresh rate changes that you anticipate. Refresh rates depend on the settings in other applications, as well as those set in the configuration window. The minimum refresh rate for RSM is 5000 ms (5 seconds). In addition, certain applications require a specific multicast rate. Before changing a multicast rate, check the documentation for each application to verify that all applications that receive RSM data are not affected by the change.



1 On the Standby Server, from the Start menu, choose Programs > Windows Explorer.


D:\Nortel\iccm\bin



4 Click Apply.

5 Click Close.

6 Stop and start the Statistical Data Propagator (SDP) service to activate new RSM settings on Contact Center Manager Server (except multicast rates).






2 Click Services.



4 Click Stop.

5 Click Start.

6 Click Close.


















j. Click Close.


After you install or modify RSM on the Standby Server, use the Multicast Receive utility (mRcv.exe) to test the RSM service. mRcv.exe displays statistical information according to the settings specified in a configuration file called mRcv.ini.








3 Use a text editor to open the mRcv.ini file.


Note: The port numbers listed within the section bordered by pound (#) symbols in the .ini file are for reference only and list all of the acceptable port numbers that you can use in your test. For an example of the information in a standard mRcv.ini file, see “Sample mRcv.ini file” on page 425.


[MCast]IP=234.5.6.7Port=6040

5 Save the mRcv.ini file. After setting the parameters for your test, you can start mRcv.exe to begin the test. For more information, see “Starting the mRcv application” on page 426.

Sample mRcv.ini fileThe following sample is the default mRcv.ini file provided by the Contact Center Manager Server installation. If you run the mRcv.exe utility using this .ini file, it displays Skillset - Moving window data sent by RSM, based on the settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6050).


######################################################## mRcv.ini file## Valid port numbers are:




# Application - Interval to date = 6020# Application - Moving window = 6030# Skillset - Interval to date = 6040# Skillset - Moving window = 6050# Agent - Interval to date = 6060# Agent - Moving window = 6070# Nodal - Interval to date = 6080# Nodal - Moving window = 6090# IVR - Interval to date = 6100# IVR - Moving window = 6110# Route - Interval to date = 6120# Route - Moving window = 6130#######################################################[MCast]IP = 234.5.6.7Port = 6050

Starting the mRcv application




3 Double-click mRcv.exe.

Result: The mRcv.exe utility appears in a console window and displays data from the port and IP address that you specified in the mRcv.ini file.




Step 26. Install LinkPlexer

If you are adding LinkPlexer to your configuration, see the following section for installation procedures. For LinkPlexer server requirements, see the Nortel Contact Center Manager Planning and Engineering Guide.

If your Primary and Secondary servers are connected to the Communication Server 2x00/DMS/SL-100 switch using LinkPlexer, you can use unique IP addresses for each server. LinkPlexer allows you to have both the Primary and Secondary servers connected to the network with unique IP addresses.

For additional information, see the Nortel LinkPlexer Installation and Configuration Guide.

Installing the iButton software and hardware

In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a USB adapter for mounting the iButton on the server, a keycode specific to the iButton, and Dallas Semiconductor 1-Wire drivers.

Installing the 1-Wire iButton drivers

1 Remove any 1-Wire USB devices that are plugged in an available USB port of the LinkPlexer 6.0 server. Leave any non-USB devices plugged in.

2 Insert the DVD containing LinkPlexer 6.0 into the DVD drive and using Windows Explorer, launch the installation package <DVD DRIVE>:\LinkPlexer\ThirdParty\install_1_wire_drivers_v400.msi. You can also obtain the 1-Wire drivers from the following Web site: