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Nortel Contact Center

Installation

NN44400-311

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Document status: StandardDocument issue: 01.10Document date: 26 February 2010Product release: Release 7.0Job function: InstallationType: Technical DocumentLanguage type: English

Copyright 2009-2010 Nortel Networks.All Rights Reserved.

While the information in this document is believed to be accurate and reliable, except as otherwiseexpressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT AS IS WITHOUTWARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The informationand/or products described in this document are subject to change without notice.

Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession aretrademarks of Nortel Networks.

APACHE is a trademark of Apache Micro Peripherals, Inc.

CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, andXEON are trademarks of Intel Corporation.

CITRIX is a trademark of Citrix Systems, Inc.

CRYSTAL REPORTS is a trademark of Business Objectives S.A.REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.

Internet Explorer, Windows Server 2003, Windows XP, Windows Vista, are trademarks of MicrosoftCorporation.

InterSystems Cach is a trademark of InterSystems Corporation.

All other trademarks are the property of their respective owners.

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Contents

Nortel Contact CenterInstallation

NN44400-311 01.10 StandardRelease 7.0 26 February 2010

Copyright 2009-2010, Nortel Networks

Service Creation Environment software installation 113Installing the Service Creation Environment software 114

CS 1000 Data Extraction Tool installation 117Installing the CS 1000 Data Extraction Tool software 118

Contact Center Manager Server redundancy softwareinstallation 120

Installing the Contact Center Manager Server redundancy software 122

CCMA Redundancy Pre-Install Setup 131Saving Managed, Active and Standby Mode Server Names and IP Addresses to a

host file 133

Creating a local user account (adam replication) 134

Adding the local user account to the local Administrators and replicator group 135

Configuring the local account (adamreplication) as a service account 136

Changing the service account of an ADAM instance 137

Verifying the account applied to the ADAM instance 138

Creating a local user account on the standby server 140

Adding the local user account to the local Administrators and replicator group 141

Contact Center Manager Administration Standby Server SoftwareInstallation 142

Installing the Contact Center Manager Administration software on a StandbyServer 144

Communication Control Toolkit redundancy softwareinstallation 155

Installing the Communication Control Toolkit redundancy server software 157

Contact Center Multimedia redundancy software installation 159Installing the Contact Center Multimedia redundancy server software 161

Contact Center 7.0 server software un-installation 164Removing the server software patches 166

Recreating the Translator_EN DSN 166

Removing the server software 167

CCTIVR software un-installation 169un-installing CCTIVR patches 170

Un-installing Patch Bundle 170

Un-installing base software 171

Appendix: Free open source software licensing 172TAO 172

Apache 174

Eclipse 178

SUN 183

OpenSSL 192

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New in this release

The following sections detail what is new in Nortel Contact Center Installation(NN44400-311) for Release 7.0.

Navigation Features (page 6)

Other changes (page 8)

FeaturesSee the following sections for information about feature changes:

Installation DVD Controller (page 6)

Database changes (page 6)

Redundancy and Resiliency (page 7)

Service Creation Environment (page 7)

Security Framework (page 7)

Contact Center Agent Desktop (page 8)

Windows Vista support (page 8)

Installation DVD ControllerThe Contact Center 7.0 DVD provides a consistent installation for all of theserver software. You must complete preinstallation data, before you install theapplication, but you can change the settings by using the Configuration Utilityafter installation. For co-resident installations, the system collects installationdata for all co-resident applications before the installation of any application.

Database changes

Contact Center Manager Server, and Communication Control Toolkit both usethe Cach database to manage and control data. Contact Center Multimediacontinues to use cach to manage the e-mail and Web communications data.Contact Center Manager Administration continues to use an alternative third-party datastore software application in Release 7.0.

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Redundancy and ResiliencyThe use of a Cach database enables shadowing, which allows a secondaryserver to run as a warm standby server if the primary server goes down. Theprimary Contact Center Manager Server, Communication Control Toolkit

server and the corresponding redundancy servers can shadow ContactCenter Multimedia server. If the primary server fails, the redundancy servercan immediately take over the functions with minimal loss of data.

The combination of software applications on the Redundancy server mustmatch the primary server. If the primary server has Contact Center ManagerServer installed on drive D and Communication Control Toolkit installed ondrive E, then the redundancy server must be the same.

For information about the redundancy server software, see

Contact Center Manager Server redundancy software installation(page 120)

Contact Center Manager Administration Standby Server SoftwareInstallation (page 142)

Communication Control Toolkit redundancy software installation(page 155)

Contact Center Multimedia redundancy software installation (page 159)

Service Creation EnvironmentThe Service Creation Environment is a tool or workspace to createapplications, which route contacts in your contact center. The ServiceCreation Environment is installed automatically on the Contact Center

Manager Administration server, and can be installed on a client computer foroff-line configuration.

For more information about installing the Service Creation Environment on aclient, see Service Creation Environment software installation (page 113).

Security FrameworkSecurity Framework is a new platform on which you can configure users formultiple applications including Contact Center that allows additional securityon the network as users log on. The Contact Center Manager AdministrationSecurity Framework provides enhanced authentication and sessionmanagement for Contact Center Manager Administration users and facilitates

single-sign on between Contact Center Manager Administration and anumber of other Nortel applications.

The Security Framework is installed with Contact Center ManagerAdministration or on a separate server.

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Introduction

This document describes how to install and uninstall all of the server softwarefor Contact Center 7.0.

You can install Contact Center 7.0 in various ways to accommodate hardwareavailability and functionality preferences. You can install the software with thethe following co-resident combinations:

Contact Center Manager Server, License Manager, Server Utility

Contact Center Manager Server, Contact Center Manager Administration

Contact Center Manager Server, Contact Center Manager Administration,Communication Control Toolkit

Contact Center Manager Server, License Manager, Server Utility, ContactCenter Manager Administration, Communication Control Toolkit

Contact Center Manager Administration, Security Framework

You can install Contact Center software in different switching environments:

Communication Server 1000/Meridian 1

Microsoft Office Communication Server

Prerequisites Read Nortel Contact Center Overview(NN44400-111).

Read Nortel Contact Center Fundamentals(NN44400-110).

Read Nortel Contact Center Planning and Engineering(NN44400-210).

Complete the Nortel Contact Center Installers Roadmap(NN44400-310).

Understand the features you purchased with Contact Center.

Know on which server you want to install each Contact Center component.

Determine your required network components and configuration based onthe information in the Nortel Contact Center Planning and Engineering(NN44400-210).

Ensure that you have the Contact Center 7.0 DVD.

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Ensure that your servers, clients, and network meet the minimum systemrequirements based on the Nortel Contact Center Planning andEngineering(NN44400-210).

Ensure that your switch is configured. For more information about

configuring the switch, see Nortel Contact Center Configuration CS1000Integration(NN44400-512) or Nortel Contact Center SIP Commissioning(NN44400-511).

Ensure that all software is installed on the servers using a commonadministration account.

Navigation Contact Center software installation (page 12)

Server preparation (page 18)

Contact Center Manager Server software installation (page 33)

License Manager installation (page 47)

Server Utility software installation (page 51)

Contact Center Manager Administration Primary Server SoftwareInstallation (page 55)

Security Framework software installation (page 67)

Communication Control Toolkit software installation (Contact Center)(page 71)

Contact Center Multimedia software installation (page 75)

Agent Desktop Telephony Toolbar software installation (page 84)

Network Control Center software installation (page 88)

Communication Control Toolkit software installation (Knowledge Worker)(page 93)

Contact Center co-resident server software installation (page 97)

Agent Desktop Displays software installation (page 108)

Contact Center Agent Desktop client software installation (page 105)

Service Creation Environment software installation (page 113)

CS 1000 Data Extraction Tool installation (page 117)

Contact Center Manager Server redundancy software installation(page 120)

Contact Center Manager Administration Standby Server SoftwareInstallation (page 142)

Communication Control Toolkit redundancy software installation(page 155)

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Contact Center Multimedia redundancy software installation (page 159)

Contact Center 7.0 server software un-installation (page 164)

CCTIVR software un-installation (page 169)

Appendix: Free open source software licensing (page 172)

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Contact Center software installation

Installing Contact Center 7.0 may involve one, two or more servers. Theinstallation configuration you choose depends on the hardware resources andperformance demands of your contact center.

Prerequisites for Contact Center installation workflow

Complete the Nortel Contact Center Installers Roadmap(NN44400-310). Ensure all your server hardware meets the requirements described in

Nortel Contact Center Planning and Engineering(NN44400-210).

Know the installation configuration you plan to use in your contact center.For more information see Nortel Contact Center Planning and Engineering(NN44400-210).

Contact Center installation tasksThis work flow shows you the sequence of tasks you perform to install one ormore Contact Center components on a server. To link to any tasks, clickContact Center software installation navigation (page 16).

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Contact Center software installation tasks

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Contact Center software installation tasks (cont)

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Co-resident Contact Center applications

Co-resident server software Description

Server 1: CCMS, License Manager,Server Utility, CCMA, CCT

Server 2: CCMM (if licensed)

Install multiple software applications onthe same server for smaller-sized contactcenters when you have only two serversdedicated to Contact Center installation.

Server 1: CCMS, License Manager,Server Utility

Server 2: CCMA

Server 3: CCMM (if licensed)

Server 4: CCT

Install multiple software applications onthe same server with CCMA separate ifyour contact center uses frequentreporting functions.

Install related software applications on thesame server for medium-sized contactcenters when you have only two or threeservers dedicated to Contact Center

installation.

CCT, License Manager Knowledge worker configuration whereCCT is connected directly to the switch.

NCC, License Manager Install the License Manager on theprimary Network Control Center in yourContact Center that spans multiple sites.This configuration is only supported in acorporate license environment.

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Server preparation

This chapter provides the common procedures used to prepare all of theservers that you need to install the Contact Center server software. Theprocedures in this chapter must be performed on each server you plan to use.

Prerequisites to server preparation

Complete the Nortel Contact Center Installers Roadmap(NN44400-310). Ensure all server hardware meets the requirements described in Nortel

Contact Center Planning and Engineering(NN44400-210).

Install the Microsoft .NET Framework 3.5 and Microsoft .NET Framework3.5 SP1.

Server preparation tasksThis task flow shows you the sequence of procedures you perform to prepareall servers for Contact Center software installation. To link to any procedure,click Server preparation navigation (page 20).

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Server preparation task procedures

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Server preparation navigation Disabling the Remote Access services (page 20)

Downloading the latest Nortel documentation (page 21)

Installing Windows Server 2003 Release 2 (page 21) Configuring Windows Server 2003 (page 26)

Installing the latest operating system service packs (page 28)

Configuring SNMP on your server (page 29)

Downloading the latest Contact Center service updates to the server(page 29)

Updating server for a network location installation (page 30)

Expanding the dynamic disk (page 31)

Enabling Microsoft Remote Desktop connection (page 32)

Disabling the Remote Access servicesDisable the Remote Access services to install Communication Control Toolkit.Microsoft Remote Desktop continues to run after you disable Remote Accessservices. After you disable the services, restart the server.

Procedure steps

Step Action

1 Click Start, Programs, Administrative Tools, Services.

2 In the Services window, right-click the Remote Access ConnectionManager icon.

3 Click Properties.

4 In the General tab, from the Startup type list, select Disabled.

5 Click OK.

6 In the Services window, right-click the Remote Access Auto Connection

Manager icon.

7 Click Properties.

8 In the General tab, from the Startup type list, select Disabled.

9 Click OK.

10 In the Service window, click File, Exit.

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11 Restart the server.

--End--

Downloading the latest Nortel documentationDownload the latest Nortel documentation to ensure you have the latestupdates. Updates in the documentation accurately reflect the latest changesin the software.

Prerequisites Download the latest version of Acrobat Reader.

Access the Nortel Web site at www.nortel.com/support.

Procedure steps

Step Action

1 Log on to the Nortel Web site.

2 Compare the versions of the documentation on the site with the versionsyou have.

3 If the version number on www.nortel.com is higher than your version,

download the latest version of the document.

4 Review the Nortel Web site for release notes and readme files.

--End--

Installing Windows Server 2003 Release 2

Install the Windows operating system that is required for the Contact Centerserver software. During the installation, configure the Windows settings asrequired for Contact Center. You must perform this procedure on each serverbefore you install Contact Center server software on the server.

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Contact Center server software is supported on Windows Server 2003Release 2; however, Nortel does not support the new optional featuresprovided on the second Windows Server 2003 Release 2 DVD. Do not installor activate the features from the second DVD.

Prerequisites Ensure that you have a newly formatted server that meets the

specifications in Nortel Contact Center Planning and Engineering(NN44400-210) on which to install Microsoft Windows Server 2003.

Nortel recommends that you do not upgrade your operating system froma previous release. Remove the drive partitions and reformat the harddrives on the server.

Configure all servers for RAID as described in the Nortel Contact CenterPlanning and Engineering(NN44400-210).

Ensure that you have a CD-ROM for Windows Server 2003 Release 2.

Install the network interface card in the server.

Know the IP addresses for the Nortel server subnet and ELAN subnet.

Procedure steps

Step Action

1 Insert the Windows Server 2003 Standard Edition or Windows Server 2003Enterprise Edition CD-ROM into the CD-ROM drive.

2 Start installing Windows Server 2003 according to the instructions supplied

by the CD-ROM.

Wait while the setup application copies the operating system files to theinstallation folders on the server in the C partition. The system restarts afterthe copy process is completed, and the Installation Wizard starts.

3 In the Regional Settings window, complete the information as required foryour site.

4 In the Personalize Your Software window, complete the information asrequired for your site.

5 In the Licensing Modes window, select Per server licensing mode.

6 In the Licensing Modes window, accept the default five concurrent

connections.7 In the Computer Name and Administrator Password window, type the

computer name and password.

8 In the Date and Time Settings window, complete the information asrequired for your site.

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31 Click the Advanced tab.

32 Click Performance Settings.

33 Click the Advanced tab again.

34Click

Changeto change the virtual memory to 1.5 * the RAM size (to a

maximum of 4 gigabytes).

35 Restart the server, if prompted.

36 Click Start, Programs, Administrative Tools, Computer Management.

37 Under Storage, click Disk Management.

38 Configure C to be the only primary partition on your hard drive.

39 Right-click disk drive D.

40 Click Create Partition.

41 Follow the prompts in the Create Partition Wizard to create an extendedpartition for disk D.

42 Right-click the extended partition disk drive D.

43 Click Create Logical Drive.

44 Follow the prompts in the Create Partition Wizard to create logical drives fordisk D.

45 Repeat step 39 to step 44 for all of the other disk drives on your server.

46 Install other required drivers for your hardware configuration.

--End--

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Procedure job aid

Setting Value required for Contact Center

Date and Time Settingsdialog box

Complete the settings in this dialog box as required foryour site. Ensure the correct time zone is set for theserver.

For the check box Automatically adjust clock fordaylight saving changes:

If you use a CS 1000/Meridian 1 switch, and theCCT server is to be co-resident with the CCMSserver, ensure that Automatically adjust clock fordaylight saving changes is unchecked.

If the CCT server is to be a standalone server, checkthe Automatically adjust clock for daylightsaving changes whenever it is applicable.

Computer name Do not use spaces or underscores or exceed 15characters. The name must start with an alphabeticcharacter.

Date and Time window Configure as required for your site.

Disk drives Format to partitions as required for the Contact Centerserver. See Nortel Contact Center Planning andEngineering(NN44400-210) for details.

Domain/workgroup name Configure as required for your site.

Licensing modes Select Per server licensing mode.

Accept the default five concurrent connections.Modem dialing Configure as required for your site.

Network components Configure IP Address, WINS, DNS for one or twonetwork cards as per configuration.

Network connections Ensure Nortel server subnet is first.

Networking Settings Choose Custom.

Partitions Configure C to be the only primary drive. Configure theother drives on your server to meet the requirementsaccording to Nortel Contact Center Planning andEngineering(NN44400-210) for the server.

Regional settings window Configure as required for your site.Serial port configuration For COM1, set the base I/O Port Address to 3F8 and the

IRQ to 4.

Windows Server 2003 settings (1 of 2)

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Configuring Windows Server 2003Configure Windows Server 2003 to meet the requirements of Contact Centerif Windows Server 2003 is already installed on your server before you beginto install Contact Center 7.0 software on your server.

Prerequisites Install Microsoft Windows Server 2003 on your server.

Attention: If the optional Windows Server 2003 Release 2 componentsfrom the second DVD are installed on the server, you must reinstall WindowsServer 2003 without the optional features.

Procedure steps

Step Action

1 Log on to the Windows Server 2003 machine.

2 Select the check box Dont display this screen on startup.

3 Change the Administrator password.

4 Configure the Windows settings according to the information in theProcedure job aid (page 27).

5 Restart the computer.

6 Update the emergency repair disk to record the latest configuration data forthe server.

7 Click Start, Accessories, System Tools, Backup.

8 Follow the on-screen instruction to select what you want to back up.

--End--

SNMP Configure for all servers.

Virtual memory 1.5 gigabytes * RAM required (maximum 4 gigabytes)on drive C only



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Procedure job aid


Date and Time Settingsdialog box

Complete the settings in this dialog box as required foryour site. Ensure the correct time zone is set for theserver.

For the check box Automatically adjust clock fordaylight saving changes:

If you use a CS 1000/Meridian 1 switch, and theCCT server is to be co-resident with the CCMSserver, ensure that Automatically adjust clock fordaylight saving changes is unchecked.

If the CCT server is to be a standalone server, checkthe Automatically adjust clock for daylightsaving changes whenever it is applicable.

Computer name Do not use spaces or underscores or exceed 15characters. The name must start with an alphabeticcharacter.

Date and Time window Configure as required for your site.

Disk drives Format to partitions as required for the Contact Centerserver. See Nortel Contact Center Planning andEngineering(NN44400-210) for details.

Domain/workgroup name Configure as required for your site.

Licensing modes Select Per server licensing mode.

Accept the default five concurrent connections.Modem dialing Configure as required for your site.

Network components Configure IP Address, WINS, DNS for one or twonetwork cards as per configuration.

Network connections Ensure Nortel server subnet is first.

Networking Settings Choose Custom.

Partitions Configure C to be the only primary drive. Configure theother drives on your server to meet the requirementsaccording to Nortel Contact Center Planning andEngineering(NN44400-210) for the server.

Regional settings window Configure as required for your site.Serial port configuration For COM1, set the base I/O Port Address to 3F8 and the

IRQ to 4.


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Installing the latest operating system service packsInstall the latest operating system service packs that are supported forContact Center. You must download the latest supported operating systemservice pack from the Nortel hotfixes list to ensure your Contact Center serversoftware functions correctly with the supported operating system patches.

Prerequisites Access the Nortel hotfixes list (Web site) www.nortel.com.

Install and configure Microsoft Windows Server 2003 on your server.

Procedure steps

Step Action

1 Review the Contact Center Portfolio Service Packs Compatibility andSecurity Hotfixes Applicability List to determine the latest supported patch.

2 Download the appropriate Microsoft Windows Server 2003 patchappropriate for the server software you installed on this server.

3 Install the latest Windows Server 2003 service pack that is validated with theserver software you installed on this server following the MicrosoftInstallation instructions.

--End--

SNMP Configure for all servers.

Virtual memory 1.5 gigabytes * RAM required (maximum 4 gigabytes)on drive C only



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Download and install the latest and valid updates for Microsoft WindowsServer 2003.

Know the location where you plan to install each Contact Center serversoftware package.

Ensure that you use one administrator account on your server to un-installand install software updates.

Procedure steps

Step Action

1 Log on to the server using the administrator account.

2 Create a folder Nortel_Support\ProductUpdates\Log on the drive onwhich you want to save the software updates.

3 In Windows Explorer, browse to the Supplementary SU folder on theContact Center installation DVD.

4 Download the latest service update file and save it on the Contact Centerserver in the Nortel_Support\ProductUpdates\Log folder.

5 Register for the ESPL Web site.

6 If a new service update file exists on ESPL, download it and save it on theContact Center server in the Nortel_Support\ProductUpdates\Log folder.

7 Download all of the service update supplements from the Contact CenterDVD and the ESPL Web site that are associated with the latest serviceupdate to the Nortel_Support\ProductUpdates\Log folder on the server.

8 Download all of the design patches from the Contact Center DVD and theESPL Web site that are associated with the latest service update to theNortel_Support\ProductUpdates\Log folder on the server.

--End--

Updating server for a network location installation

To prepare the server for remote network installations, you must configureserver updates.

Procedure steps

Step Action

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1 Click Start, Control Panel, Internet Options.

2 In the security tab, click Trusted sites.

3 In the Trusted sites section, click Sites.

4In the

Add this Web site to the zonefield, type the .

5 Click Add.

6 Click OK.

7 Close the Internet Options box.

8 Navigate to your network location.

9 Double-click Network.bat

.NetFramework 3.5 installs and.NetSecurity settings modify.

10 Insert the Contact Center 7.0 DVD into the DVD ROM drive of your server.

11 If the installation does not automatically start, double-click Setup.exe.

12 Navigate to your network location.

13 Double-click NetworkSetupReset.bat.

--End--

Expanding the dynamic diskIf you change your configuration because you require extra space for yourdatabase, you can expand your database partition.

Nortel recommends that the database drive has at least 120 GB of space.

Procedure steps

Step Action

1 Insert a new hard disk into the server.

2 Open the Windows Computer Management Console.

3 Check the configuration of the existing database disk.

4 If the existing database disk uses the dynamic configuration, skip to step 8.

5 Click on the disk you want to convert from basic to dynamic.

6 On the toolbar, click Actions, All Tasks, Convert to Dynamic Disk.

7 On the dialog box, click OK.

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Contact Center Manager Serversoftware installation

This chapter describes how to install the core contact center server softwarethat provides the intelligent routing capability for telephony calls andmultimedia contacts. Use the Contact Center Manager Server (CCMS)software to route calls and contacts to the most qualified agent, an agent with

the appropriate capability for handling the type of contact and who has theappropriate skills.

You can install Contact Center Manager Server software alone on a server,or co-resident with other Contact Center software applications.

Prerequisites to CCMS software installation Prepare your server for Contact Center software installation. See Server

preparation (page 18).

Copy the latest Contact Center service updates for Contact CenterManager Server software. See Downloading the latest Contact Center

service updates to the server (page 29).

Partition the drives as required for Contact Center 7.0. For moreinformation, see Nortel Contact Center Planning and Engineering(NN44400-210).

Attention: For the system to correctly handle backup and restore SNMPevents, you must install Windows SNMP Service prior to installing CCMS.

CCMS software installation procedures

This task flow shows you the sequence of procedures you perform to installContact Center Manager Server software on your server. To link to any task,click CCMS software installation navigation (page 34).

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CCMS software installation procedures

CCMS software installation navigation Disabling NetBIOS (page 35)

Connecting the Nortel server subnet (page 36)

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Connecting the Embedded LAN subnet (page 36)

Configuring the binding order (page 37)

Installing the Contact Center Manager Server software (page 38)

Job aid: TimingThe estimated time to install the Contact Center Manager Server software is30 minutes.

This time can vary depending on the server, network infrastructure, and yourconfidence level with the software. The installation time is based on a serverwith the following specifications:

CPU: Dual Xeon 2.8 GHz

RAM: 2.0 GB (maximum 300 agents) or 4.0 GB if you have Open Queue

Hard drive: 80GB 7200 RPM SATA with no RAID configuration

DVD drive: Internal IDE 8X DVD-ROM

Disabling NetBIOSDisable NetBIOS if you use two network interface cards in your ContactCenter Manager Server on one or both network interface card (NIC) slots inyour server to avoid a NetBIOS conflict.

Prerequisites Install two network interface cards in your Contact Center Manager

Server.

Procedure steps

Step Action

1 Click Start, Control Panel, Network Connections.

2 Select and right-click the appropriate Network interface card.

Attention: Nortel recommends that you disable NetBIOS on the non-Nortel serversubnet card.

3 Click Properties.

4 Select Internet Protocol (TCP/IP).

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5 Click Properties.

6 Click Advanced.

7 Click the WINS tab.

8Select the

Disable NetBIOS over TCP/IPcheck box.

9 Click OK.

--End--

Connecting the Nortel server subnet

Connect the Nortel server subnet to all of the Contact Center servers to forma network. The Nortel server subnet is the connector that allows the serversoftware applications to all work together to route the contacts and generatereports.

Procedure steps

Step Action

1 Locate the slot assigned to the Nortel server subnet network interface cardfor the server. Make a note of the slot.

2 Connect the cable from the Nortel server subnet to the Nortel server subnetnetwork interface card in the server in accordance with customer sitenetworking guidelines.

3 Use the ping command to test the Nortel server subnet.

--End--

Connecting the Embedded LAN subnetConnect the Embedded LAN (ELAN) subnet only if you are using two networkinterface cards. You are not required to configure the ELAN subnet forContact Center Manager Server.

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Prerequisites Install two network cards on the Contact Center Manager Server.

Disable the NetBIOS on one of the network interface cards.

Connect the Nortel server subnet interface card.

Procedure steps

Step Action

1 Locate the slot assigned to the ELAN network interface card for the server.

2 Write the MAC address of the card on a small label. Attach the label to theback of the card or the chassis slot position.

3 Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.

4 Connect the LAN cable from the ELAN network interface card in the server

to the hub.

5 Plug in the power cord for the hub.

6 If you have an ELAN subnet network connection, use the ping command totest it.

--End--

Configuring the binding orderConfigure the binding order of the network cards if you have more than onenetwork interface card. The Nortel Server subnet card must be bound first,then the ELAN card, and then the virtual adapters for remote access.

Prerequisites Install two network interface cards on the Contact Center Manager Server.

Disable the NetBIOS on one of the network interface cards. For moreinformation about disabling the NetBIOS.

Connect the Nortel server subnet interface card. Connect the ELAN subnet.

Procedure steps

Step Action

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1 From the Start menu, choose Settings, Control Panel.

2 Double-click Network Connections.

3 Click either the Nortel Server subnet or ELAN connection.

4From the

Advancedmenu, click

Advanced Settings.

5 In the Connections box, ensure that the Nortel server subnet connection islisted first.

6 If it is not listed first, adjust the order.

--End--

Installing the Contact Center Manager Server softwareInstall the Contact Center Manager Server (CCMS) software to enable yourcontact center with the routing capabilities of contacts to the agents that areable to answer the call and have the correct skills.

Prerequisites If you are installing Contact Center Manager Server software with a

Communication Server 1000/Meridian 1 switch, ensure the switch isconfigured. See Nortel Contact Center Configuration CS1000Integration(NN44400-512).

If you are installing Contact Center Manager Server software with a SIPOffice Communication Server (OCS) configuration, install and configurethe converged office software and ensure that host authorization isenabled on the OCS server. See Nortel Contact Center SIPCommissioning(NN44400-511).

Download the latest Contact Center Manager Server service updates andthe latest Common Components service updates to the server. SeeDownloading the latest Contact Center service updates to the server(page 29).

If you are installing Contact Center Manager Server as part of a co-resident installation, ensure all prerequisites are met for all Contact Center

applications that you are installing on this server.

Procedure steps

Step Action


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3 You must install the Microsoft .NET Framework and Visual C++ runtimelibraries on the server. If prompted to accept the Microsoft .NET Frameworklicense agreement, click Accept. If prompted to reboot the server, click Yesand repeat step 2.

4 In the Nortel Contact Center Setup dialog box, click Install.

5 On the Welcome window, click Next.

6 On the License Agreement window, read the terms of the agreement.

7 Click I accept the terms of the License Agreement.

8 Click Next.

9 On the Custom Setup window, select the Switch Type for your system.

10 Under Contact Center Manager Server (CCMS), select Nodal Server.

In addition to installing Contact Center Manager Server, this selection

installs the Open Queue Open Interface and the Open Networking OpenInterface, which you can license and configure at a later time.

11 Click Next.

12 On the Product Data Upgrade window, click Next.

13 On the Installation Destination window, on the Application DestinationDrive tab, accept the default location for the Application DestinationDrive.

14 Click the Database Destination Drive tab.

15 Under Install Manager Server database to, select the drive for the ContactCenter Manager Server database.

16 Click the Product Updates Location tab.

17 Under Retrieve product updates from, select the drive where you storedthe service updates or service update supplements.

18 Click Next.

The System Readiness Check utility runs on the server.

19 If the System Readiness Check utility returns a Fail, the software installationcannot proceed until you correct the problem. Review any Fails returned bythe System Readiness Check and consult Nortel Contact Center Planningand Engineering(NN44400-210) to determine what actions you must taketo resolve the issue.

You can ignore Warnings as long as the potential impact to the operation ofthe Contact Center is understood and not deemed to be applicable.

20 Click Next.

21 On the Installation Data window, complete all of the installation details foreach tab.

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If Communication Control Toolkit or Contact Center Multimedia are part ofthe solution, you must select the Open Queue check box on the Licensingtab and complete the details on the corresponding Remote CCT tab.

22 Click Next.

23 On the Ready to Install window, review and verify the information that ispresented.

24 Click Install.

25 After the installation is complete, click Finish.

26 If prompted, restart the server.

--End--

Procedure job aidThe following table provides a list of common Contact Center Managervariable definitions.

Variable Value

Application destination drive The location for installing the Contact CenterManager Server software must be drive D in thefolder Nortel. The drive must have a minimum of16 GB of disk space.

Company Name The name of the company which is using theContact Center Manager Server software.

Customer Name The designated person in charge at the company

of the Contact Center Manager Server software.

Database destination drive The location for installing the Contact CenterManager Cach database. The drive must have aminimum of 32 GB of disk space and be the samedrive as the application destination.

ELAN Subnet IP Address The IP Address of the embedded local areanetwork, a dedicated Ethernet LAN that connectsthe Contact Center Manager Server and theswitch.

You must select the check box for the ELANSubnet IP Address if you are using an ELAN

Subnet.(1 of 2)

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The following table provides a list of Communication Server 1000-specificvariables.

Nortel Server Subnet IPAddress

The IP Address of the subnetwork that connectsthe Nortel Contact Center servers (Contact CenterManager Server, Network Control Center, Contact

Center Manager Administration, Contact CenterMultimedia, and (optionally) CallPilot) areconnected.

RSM IP Address The RSM IP Address of the server that you want toassociate with sending real-time data.

The IP address must between 224.0.1.0 and239.255.255.255. The default is 230.0.0.1.

Site Name The site name for the Contact Center ManagerServer.

The site name must not contain spaces ornonalphabetical characters except for - (hyphen)

and _ (underscore). The first character must be aletter. The site name must be unique and canconsist of any combination of a minimum of 6 andup to 15 characters.

Switch Type Type of switch you use in your contact center forhandling telephone contacts. You can choosefrom:

Nortel Communication Server 1000

Microsoft Office Communications Server

Variable Value

Alternative Switch IP Address The IP address of the switch, if there is more thanone IP address registered for the switch.

CallPilot Alternative IP Address The IP address of the alternate CallPilot voiceconnection for the Communication Server 1000/Meridian 1 switch.

CallPilot Alternative Port The port number of the alternate CallPilot voice

connection type to the Contact Center ManagerServer when working with a CommunicationServer 1000/Meridian 1 switch, The default portnumber is 5060.

(1 of 2)

Variable Value

(2 of 2)

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CallPilot IP Address The IP address of the primary CallPilot voiceconnection type to the Contact Center ManagerServer when working with a Communication

Server 1000/Meridian 1 switch.CallPilot Port The port number of the primary CallPilot voice

connection type to the Contact Center ManagerServer when working with a CommunicationServer 1000/Meridian 1 switch, The default portnumber is 5060.

Switch Customer Number The customer number for the switch.

Switch IP Address The IP address of the switch.

Switch Name The name of the CS 1000/M1 switch.

Valid characters for switch names are AZ, az, 0

9, underscore (_), and period (.). Switch namesmust begin with an alphabetical character andcannot contain spaces. The last character must notbe an underscore or a period. Switch names mustnot exceed 80 characters in length.

Voice Connection Type The method used to connect to the switch.

If you are using CallPilot, beside VoiceConnection Type, select TCP and specify theELAN subnet IP address of the CallPilot serverand then set the CallPilot Server Port to 10008.

Variable Value

(2 of 2)

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The following table provides a list of configuration variables specific to theMicrosoft Office Communication Server.

Variable Value

CTI Proxy Server

IP or Domain Name

Port

Transport

Information about the server that provides support forSIP Computer Telephony Integration so that ContactCenter Agent Desktop can acquire and control agenttelephone sets for TR87. Nortel recommends that youuse the conventions used within your environment (forexample, use the conventions associated with yourNetwork Routing Service on Communication Server1000.

The IP address or Fully Qualified Domain Name of theswitch.

The server listening port. The default port is 5060.

The SIP Communication protocol accepted by thesystem for incoming calls. Nortel recommends that youuse TCP/IP.

IM SIP Proxy Server

IP or Domain Name

Port

Transport

Information about the server that supports thedeployment of Instant Message over SIP. In an OCSenvironment, this is the Front End server in a standardedition deployment, or a Front End load balancer in anenterprise edition deployment.




(1 of 2)

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The following table provides a list of variables specific to the Licensing tab.

Local SIP Subscriber

Contact Center Name

Domain

Password

Port

Network Transport

Call ID Prefix

Information about the environment of the SIP ContactCenter, and how to identify the server within its network.

The registration user name on the registration proxy.Use a suitable user name following the standards in yoursystem.

Associated domain name for the SIP Contact Center.

Password for the registration user name.

The SIP listening port of the system for incoming calls.


The prefix of a number used to call the local SIPsubscriber node. For example, the LOC code used in a

Uniform Dialing Plan network. Do not use any non-numeric characters, such as spaces, in this field.

MS_Locale Locale (including language and dialects) of the systemenvironment.

Presence server The server that monitors and advises clients of theactivity status. Not supported in Contact Center 7.0.

SIP Server Type Type of SIP proxy for the Contact Center integration.

Voice SIP Proxy Server

IP or Domain Name

Port

Transport

Information about the server that provides support foroutbound calls, such as routing a call to an agenttelephone. Nortel recommends that you use the

conventions within your existing environment. Forexample, use the same settings as the current settings ifyou are using an Network Routing Server within aCommunication Server 1000 environment.




Variable Value

(2 of 2)

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The following table provides a list of CMF-specific variables.

Variable Value

CCMS Package The installation package indicates the licenses thatyou have purchased with Contact Center.

CCS200The base package for ContactCenter on the current supported switchingplatforms.

CCS300The networking package.

CCS350The Network Control Centerpackage for multiple Contact Center ManagerServers.

Optional Packages You must choose the package you havepurchased. Some packaged features include:

Universal NetworkingUse Network Skill-

Based Routing to route voice and multimediacontacts between networked sites in a mixedswitch environment.

Open QueueUse Contact CenterMultimedia to route multimedia contacts toagents by using the existing scripting andskillset routing features available for calls. Youmust install and license the Open Queuefeature for Contact Center Agent Desktop(CCAD).

Primary License ManagerIP Address The IP address of the License Manager server.If the License Manager co-resides on the ContactCenter Manager Server, type the IP address for theContact Center Manager Server.

Primary License Port The number of the communication port openedbetween the License Manager and the ContactCenter Manager Server. The default port numberwhen only one License Manager is used is 3998.

Secondary LicenseManager IP Address

The IP address of the secondary License Managerserver. The secondary License Manager server isused only in a corporate licensed environment.

Serial Number The serial number for the Contact Center suitelicense manager. You must obtain the serialnumber from your distributor.

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Variable Value

CCT Host Name The host name of the remote CommunicationControl Toolkit server (applicable forconfigurations where Communication Control

Toolkit is not co-resident with Contact CenterManager Server.

CCT Port A1, A2, B1, B2 Accept the default CCT Port numbers unless youmust change them for security purposes.

Use a Remote CCT Server Select this check box if the Communication ControlToolkit server is remote from the Contact CenterManager Server (that is, not co-resident).

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License Manager installation




License Manager installation procedures

License Manager installation navigation Installing the License Manager software (page 48)

Job aid: TimingThe estimated time to install the Contact Center License Manager serversoftware is 30 minutes.

This time can vary depending on the server, network infrastructure, and yourconfidence level with the software. The installation time is based on a server

with the following specifications:

CPU: Intel Xeon 3GHz

RAM: 2.0 GB



Installing the License Manager softwareInstall the License Manager software on one machine to control thecomponents and features of Contact Center.

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Prerequisites Download the latest License Manager service updates to the server. See

Downloading the latest Contact Center service updates to the server(page 29).

If you are installing License Manager as part of a co-resident installation,ensure all prerequisites are met for all Contact Center applications thatyou are installing on this server.

Procedure steps

Step Action



3 You must install the Microsoft .NET Framework and Visual C++ runtime

libraries on the server. If prompted to accept the Microsoft .NET Frameworklicense agreement, click Accept. If prompted to reboot the server, click Yesand repeat step 2.


5 If you have already installed a Contact Center 7.0 server softwareapplication on this machine, click Add a Component, and then skip tostep 9.




9 Click Next.

10 On the Custom Setup window, select the Switch Type. for your system.

11 Select License Manager Server.

12 Click Next.

13 On the Installation Destination window on the Application DestinationDrive tab, select the Application Destination Drive.


15 Under Select the Product Updates Location, select the drive where youstored the service updates or service update supplements.

16 Click Next.

17 On the Installation Data window, complete all of the installation details forthe License Manager tab.

18 Click Next.


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20 Click Install.



--End--

Variable definitions

Variable Value

Application Destination The drive where the Contact Center LicenseManager server software is installed. The drivemust have a minimum of 20 GB of disk space.Drive D is the default location.

License File Location The folder where the license file is located on the

server.Primary License Manager IP The IP address of the License Manager server.

If the License Manager co-resides on the ContactCenter Manager Server, type the IP address for theContact Center Manager Server.

Primary License Port The number of the communication port openedbetween the License Manager and the ContactCenter Manager Server. The default port numberwhen only one License Manager is used is 3998.

Secondary License Manager IPAddress

The IP address of the secondary License Managerserver. The secondary License Manager server is

used only in a corporate licensed environment.

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Server Utility software installation

This chapter describes how to install the server software that monitors andmaintains user accounts from a computer remote from the Contact CenterManager Server. You can also use the Server Utility software to monitordatabase logons, access classes, serial ports, switch resources, and serversettings.

You can install Server Utility on the same server as Contact Center Manager,on a separate server or on the redundant Contact Center Manager server.You can use remote access to use Server Utility on a separate computer.

Prerequisites to Server Utility software installation Prepare your server for Contact Center software installation. See Server

preparation (page 18).

Server Utility software installation tasksThis task flow shows you the sequence of procedures you perform to installthe Server Utility software on a Contact Center server. To link to any tasks,

click Server Utility software installation navigation (page 52).

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Server Utility software installation procedures

Server Utility software installation navigation Installing the Server Utility software (page 53)

Job aid: Timing

The estimated time to install the Contact Center Server Utility software is 30minutes.



RAM: 2.0 GB



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Installing the Server Utility softwareInstall the Contact Center Server Utility software to monitor and configure theuser accounts, database logons, access classes, serial ports, switchresources and server settings from a stand-alone computer.

Prerequisites Download the latest Server Utility and common component service

updates to the server. See Downloading the latest Contact Center serviceupdates to the server (page 29).

If you are installing Contact Center Manager Server as part of aco-resident installation, ensure all prerequisites are met for all ContactCenter applications that you are installing on this server.

Procedure steps

Step Action





5 If you have already installed a Contact Center 7.0 server softwareapplication on this machine, click Add a Component, and then skip to

step 9.




9 Click Next.


11 Select Server Utility.

12 Click Next.

13 On the Installation Destination window, on the Application Destinationtab, select the Application Destination Drive.


15 Under Retrieve product updates from, select the drive where you storedthe service updates and service update supplements.

16 Click Next.

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18 Click Install.



--End--


Variable Value

Application destination drive The location for installing the Contact CenterServer Utility software on the server. The drivemust have a minimum of 20 GB of disk space. The

default is installed on drive D.Switch Type Type of switch you use in your contact center for

handling telephone contacts. You can choosefrom:

Nortel Communication Server 1000

Microsoft Office Communications Server

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Contact Center Manager AdministrationPrimary Server Software Installation

This chapter describes how to install the browser-based tool for contact centeradministrators and supervisors use to manage and configure a contact centerand its users. The Contact Center Manager Administration (CCMA) softwareis also used to define access to data, configure call routing, and view real-time

and historical reports.

You can install Contact Center Manager Administration software alone on aserver if you have significant reporting performed in your contact center, or co-resident with Contact Center Manager Server (CCMS) software.

CCMA can be installed on a server with or without replication. If CCMA isinstalled on a server without replication follow the install sequence and ensurenot to select Enable ADAM Replication.

A CCMA replication solution consists of a primary CCMA server with CCMAinstalled on the primary server without Enable ADAM Replication selectedand a standby server with Enable ADAM Replication selected.

ADAM Replication is designed for usage only when a server is part of aDomain. However, ADAM fails to install during installation of CCMA if theunderlying server platform is part of a Domain and communication to theDomain (via the Domain Controller) is interrupted. It is better to have theserver as part of a Workgroup during the installation to avoid ADAMinstallation failure. After the CCMA server software is installed, patched, andconfirmed operational, then the server can be added to the Domain.

Prerequisites to CCMA software installation

Prepare your server for Contact Center software installation. See Serverpreparation (page 18).

Partition the drives as required for Contact Center 7.0. For moreinformation, see Nortel Contact Center Planning and Engineering(NN44400-210).

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Contact Center Manager Administration Primary Server Software Installation




CCMA software installation proceduresThis task flow shows you the sequence of procedures you perform to installContact Center Manager Administration software on your server. To link toany tasks, click CCMA software installation navigation (page 56).

CCMA software installation procedures

CCMA software installation navigation

Configuring Internet Information Service (page 57)

Installing Sybase Open Client 12.5 (page 58)

Updating the Sybase ODBC driver (page 59)

Verifying that the system successfully updated the driver (page 60)

Installing Crystal Report Application Server 2008 software (page 61)

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Configuring Data Execution Prevention (page 62)

Installing the Contact Center Manager Administration software on aPrimary server (page 63)

Job aid: TimingThe estimated time to install the Contact Center Manager Administrationserver software is 30 minutes.



RAM: 2.0 GB



Configuring Internet Information ServiceConfigure Internet Information Service (IIS) to enable the Web-basedadministration application in the Contact Center Manager Administrationsoftware to run. IIS is an optional component of the Windows Server 2003installation.

Prerequisites Ensure that you have a Windows Server 2003 DVD for installation.

Procedure steps

Step Action

1 On the Start menu, click Control Panel, Add or Remove Programs.

2 Click Add or Remove Windows Components.

3 Select Application Server and then click Details.

4 Select ASP.NET.

5 Select the IIS check box.

6 Click Details.

7 Select the SMTP Service check box.

8 Select World Wide Web service.

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9 Click OK to close the Internet Information Services (IIS) box.

10 Click OK to close the Application Server dialog box.

11 On the Windows Component Wizard dialog box, click Next.

12If required, insert the Microsoft Windows Server 2003 CD-ROM into thedrive and click OK.

13 Click Finish.

14 Close the Add or Remove Programs dialog box.

--End--

Installing Sybase Open Client 12.5Install Sybase Open Client 12.5 to access and control the content of theContact Center Manager Administration database.

Prerequisites Ensure that you have administrator privileges in Windows Server 2003.

Use the same administrator account to log on to the Contact CenterManager Administration server each time you install a Contact CenterManager Administration component.

Procedure steps

Step Action

1 Log onto Contact Center Manager Administration server as theadministrator .

2 Insert the Contact Center Manager installation DVD into the DVD-ROMdrive.

3 If the Contact Center Manager DVD installer main menu appears, clickCancel.

4 Using Windows Explorer, browse in the DVD folder to ThirdParty, Sybase

Open Client.

5 In the Sybase Open Client folder, double-click setup.exe.

6 Select the Standard Install option.

7 Click Next.

8 In the Choose the installation directory box, accept the default location.

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9 On the Choose Directory dialog box, click Next.

10 On the Summary dialog box, click Next.

11 On the Create Directory dialog box, click Yes to confirm the name of thedirectory to which to copy the files.

12 If you upgrade to Sybase version 12.5, the system asks if you want tooverwrite the following existing Sybase.DLL files. Click Yes when promptedto replace or reinstall these Sybase files:

Replace mchelp.dll version 12.0 with version 12.5.0.0

Replace mclib.dll version 12.0 with version 12.5.0.0

Replace Language Modules version 12.0 with version 12.5

Reinstall Component Sybase Central 3.2.0

13 If the system prompts you to replace the optional Power Dynamo file, clickYes. Replace the optional Power Dynamo file, replace version 3.0.0 with

version 3.5.2.14 If the system prompts you to replace any other DLLs, including system

DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace anysystem DLLs.

15 A message box appears that states the system does not need this update.Click OK.

16 On the Sybase Installer Confirmation dialog box, click Yes to restart thesystem before you configure the installed components.

17 Click OK.

18 Close the Control Panel window.

--End--

Updating the Sybase ODBC driverUpdate the Sybase Database Connectivity (ODBC) driver to ensure that youuse the latest version.

Prerequisites Install Sybase Open Client 12.5.

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Procedure steps

Step Action

1 Click Start, Run.2 In the Open box, type cmd.

3 Click OK.

4 At the prompt, type iisreset.

5 Press Enter.

6 At the MS-DOS prompt, navigate to the root directory of the Sybase folderon the DVD. For example, : \ThirdParty (where is the location of theDVD-ROM).

7 Change to the directory containing the Sybase Open Client hotfixes. Forexample, cd Sybase Open Client Hotfixes.

8 Type the following xcopy command:

xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT

9 Press Enter.

--End--


Verifying that the system successfully updated the driverVerify that the system successfully updated the Sybase ODBC driver toensure that the Contact Center Manager Administration server software caninteract with the database.

Command Description

EBF11113 The directory containing the Sybase ODBC driver.

The environment variable containing the directorylocation of the Sybase Open Client 12.5 softwareinstalled on the Contact Center ManagerAdministration server (for example, c:\sybase).

C:\EBF11113.TXT The log file that you can use to verify that all thefiles are copied correctly.

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8 In the Welcome dialog box, click Next.

9 In the License Agreement dialog box, select the I accept the licenseagreement option.

10 Click Next.

11 In the User Information dialog box, in the Full Name box, confirm yourname.

12 In the Organization box, confirm your company name.

13 In the Product Key Code boxes, confirm the key code.

14 Click Next.

15 In the Choose Language Packs dialog box, select the language packs youwant to install.

16 Click Next.

17 In the Directory Selection dialog box, specify the directory for your

installation by accepting the default or clicking Browse to use anotherfolder.

18 Click Next.

19 In the Select Features dialog box, accept the default and click Next.

20 In the Start Installation dialog box, click Next.

21 When the installation is complete, click Finish.

--End--

Configuring Data Execution PreventionConfigure the Data Execution Prevention (DEP) hardware and software toperform additional checks on memory that protect the Contact CenterManager Administration server against malicious code exploitation.

Procedure steps

Step Action

1 Log on to Windows as administrator.

2 Click Start, Control Panel, System.

3 In the System Properties dialog box, click the Advanced tab.

4 Under Performance, click Settings.

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Procedure steps

Step Action

1 Insert the Contact Center 7.0 DVD into the DVD-ROM drive of your server.




5 If you have already installed a Contact Center 7.0 server software

application on this machine, click Add a Component, and then skip tostep 9.




9 Click Next.


11 Select Contact Center Manager Administration (CCMA).

12 Click Next.

13 On the Installation Destination window, on the Application DestinationDrive tab, select the Application Destination Drive.



16 Click Next.

The System Readiness Check utility runs on the server.

17 If the System Readiness Check utility returns a Fail, the software installationcannot proceed until you correct the problem. Review any Fails returned bythe System Readiness Check and consult Nortel Contact Center Planning

and Engineering(NN44400-210) to determine what actions you must taketo resolve the issue.

You can ignore Warnings as long as the potential impact to the operation ofthe Contact Center is understood and not deemed to be applicable.

18 Click Next.

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20 Click Next.

21 On the Ready to Install window, review and verify the information that is

presented.

22 Click Install.


--End--


Variable Value

Application destination drive The drive where the Contact Center ManagerAdministration (CCMA) server software isinstalled. The drive must have a minimum of 40 GBof disk space. Drive D is the default location.

Database destination drive The drive where the Contact Center ManagerAdministration (CCMA) database is installed. Thedrive must have a minimum of 40 GB of disk space.Nortel recommends that you install the databaseon a different drive than the application.

Enable ADAM replication ADAM replication is reproducing an active copy ofthe database for backup or emergency failure. Incase of server failure, a current database is

available to maintain the contact center. Clear thecheck box on the primary server.

LDAP Port Number The port number for the Lightweight DirectoryAccess Protocol (LDAP) where commonly-usedcontact information is stored on a server. Thedefault value of the port is 389. Check with thesystem administrator to ensure that the portnumber is not already in use.

If you are installing the Security Framework on thesame server as CCMA, you must change theLDAP port number. You cannot use the defaultnumber.

(1 of 2)

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HTTP Port Number The port number for the Hypertext TransferProtocol (HTTP) for request/responses betweenthe clients and servers. The default port is 80.

Check with the system administrator to ensure thatthe port number is not already in use.

You must change the port number to 81 to enableCCMA to run correctly with CCMM.

SSL Port Number The port number for the Secure Sockets Layer(SSL) that controls security when applications arecommunicating across the network. The defaultport is 636. Check with the system administrator toensure that the port number is not already in use.

If you are installing the Security Framework on thesame server as Contact Center Manager

Administration, you must change the SSL portnumber. You cannot use the default number.

Variable Value

(2 of 2)

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Security Framework software installation




Installing the Security Framework softwareInstall the Security Framework software on one machine, at the same time, tosave time for the installation.

Prerequisites Download the latest Security Framework and common component service

updates to the server. See Downloading the latest Contact Center serviceupdates to the server (page 29).

If you are installing Security Framework as part of a co-residentinstallation, ensure all prerequisites are met for all Contact Centerapplications that you are installing on this server.

Procedure steps

Step Action





5 If you have already installed a Contact Center 7.0 server softwareapplication on this machine, click Add a Component, and then skip tostep 10.





10 Click Next.


12 Select Security Framework.

13 Click Next.

14 On the Installation Destination window, on the Application DestinationDrive tab, select the Application Destination Drive.



17 Click Next.

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Security Framework software installation





19 Click Next.

20 On the Ready to Install window, review and verify the information that is

presented.

21 Click Install.



--End--


Variable Value

Application destination drive The location for installing the Contact CenterManager Server software must be drive D in thefolder Nortel. The drive must have a minimum of20 GB of disk space. Drive D is the default location.

HTTP Port Number The port number for the Hypertext TransferProtocol (HTTP) for request/responses betweenthe clients and servers. The default port is 8091.Check with the system administrator to ensure thatthe port number is not already in use.

HTTPS Port Number The port number for the Secure Hypertext TransferProtocol (HTTPS) for request/responses between

the clients and servers. The default port is 8443.Check with the system administrator to ensure thatthe port number is not already in use.

LDAP Port Number The port number for the Lightweight DirectoryAccess Protocol (LDAP) where commonly-usedcontact information is stored on a server. Thedefault value of the port is 389. Check with thesystem administrator to ensure that the portnumber is not already in use.

SSL Port Number The port number for the Secure Sockets Layer(SSL) that controls security when applications arecommunicating across the network. The defaultport is 636. Check with the system administrator toensure that the port number is not already in use.

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Communication Control Toolkitsoftware installation(Contact Center)

This chapter describes how to install the server application that enhances theAgent and skill-based routing ability of Contact Center Manager Server in a

contact center environment. Communication Control Toolkit enablesintegration with business applications such as CRM systems.

You can install Communication Control Toolkit software alone on a server orco-resident with other Contact Center software applications such as ContactCenter Manager Server because the database requirements for yourCommunication Control Toolkit server are small.

You cannot install Communication Control Toolkit co-resident with ContactCenter Multimedia software.

Prerequisites to CCT software installa

Date post:	08-Apr-2018
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NN44400-311_01.10_Installation

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