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Upgrade and Patches

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Document status: StandardDocument issue: 01.08Document date: 26 February 2010Product release: Release 7.0Job function: UpgradesType: 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,and the Globemark are trademarks of Nortel Networks.

Internet Explorer, Windows are trademarks of Microsoft Corporation.

All other trademarks are the property of their respective owners.

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Nortel Contact CenterUpgrade and Patches

NN44400-410 01.08 StandardRelease 7.0 26 February 2010

Copyright 2009-2010, Nortel Networks

Contents

New in this release 11Features 11

DVD Controller 11

Common database maintenance utilities 11

Common patch viewer 12

System Readiness Checker 12Other changes 12

Content arrangement 13

Introduction 14

Upgrade fundamentals 16Supported upgrades and migrations 16

Backup Locations 17

Disk partitioning requirements on the new or reconfigured server 18

Co-resident upgrades 18

Multinode upgrades 19

Multinode upgrade with co-resident servers 20

Contact Center Manager Server upgrades, migrations, andpatches 21

Symposium Call Center Server 5.0 to Contact Center ManagerServer 7.0 upgrade (same server) 22

Installing the data extraction patch 25

Preparing the Symposium Call Center Server 5.0 database 25

Uninstalling Symposium Call Center Server 5.0 patches 26

Uninstalling the Symposium Call Center Server 5.0 software 27

Upgrading to Contact Center Manager Server 7.0 28

Symposium Call Center Server 5.0 to Contact Center ManagerServer 7.0 migration (new server) 36


Preparing the Symposium Call Center Server 5.0 database 40

Installing the Contact Center Manager Server 7.0 software on the new server 41

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Synchronizing the Contact Center Manager Server database 47

Contact Center Manager Server 6.0 to Contact Center ManagerServer 7.0 upgrade (same server) 49


Preparing the Contact Center Manager Server 6.0 database 52Uninstalling the Contact Center Manager Server 6.0 patches 53

Uninstalling the Contact Center Manager Server 6.0 software 54

Upgrading to Contact Center Manager Server 7.0 55

Contact Center Manager Server 6.0 to Contact Center ManagerServer 7.0 migration (new server) 62


Preparing the Contact Center Manager Server 6.0 database 65



Contact Center Manager Server 7.0 migration 74Backing up the Contact Center Manager Server 7.0 database 76



Contact Center Manager Server patch installation 85Installing Contact Center Manager Server software patches 86

Contact Center License Manager upgrades, migrations, andpatches 87

License Manager 6.0 to License Manager 7.0 upgrade 88Uninstalling the License Manager 6.0 patches 90

Uninstalling the License Manager 6.0 software 90

Installing the License Manager 7.0 software 91

Licence Manager patch installation 94Installing the License Manager patches 95

License Manager 7.0 server migration 96Installing the License Manager 7.0 server software on the new server 97

Server Utility upgrades, migrations, and patches 100

Server Utility 6.0 to Server Utility 7.0 upgrade 101Uninstalling the Server Utility 6.0 patches 103

Uninstalling the Server Utility 6.0 software 103

Installing the Server Utility 7.0 software 104

Server Utility 7.0 migration 107Installing the Server Utility 7.0 software on the new server 108

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Server Utility patch installation 111Installing the Server Utility patches 112

Contact Center Manager Administration upgrades, migrations,and patches 113

Symposium Web Client 4.5 to Contact Center ManagerAdministration 7.0 upgrade (same server) 114

Uninstalling the Symposium Web Client 4.5 software 117

Installing Crystal Report Application Server 2008 software 117

Upgrading to Contact Center Manager Administration 7.0 119

Symposium Web Client 4.5 to Contact Center ManagerAdministration 7.0 migration (new server) 122

Backing up Symposium Web Client 4.5 125

Configuring Internet Information Service on the target server 126

Installing Sybase Open Client 12.5 on the target server 126

Updating the Sybase ODBC driver on the target server 128

Verifying that the system successfully updated the driver 129


Configuring Data Execution Prevention on the target server 131

Installing the Contact Center Manager Administration 7.0 server software on the newserver 131

Restoring the Symposium Web Client 4.5 database 134

Upgrading the Contact Center Manager Administration database 135

Contact Center Manager Administration 6.0 to Release 7.0

upgrade (same server) 136Backing up Contact Center Manager Administration 6.0 138

Uninstalling the Contact Center Manager Administration 6.0 software 139


Upgrading to Contact Center Manager Administration 7.0 141

Contact Center Manager Administration 6.0 to Release 7.0migration upgrade (new server) 144

Backing up Contact Center Manager Administration 6.0 147







Installing the Contact Center Manager Administration 7.0 server software on thetarget server 154

Restoring the Contact Center Manager Administration 6.0 database 156

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Contact Center Manager Administration 7.0 migration (newserver) 158

Backing up the Contact Center Manager Administration data on the source

server 160Configuring Internet Information Service on the target server 161






Installing the Contact Center Manager Administration 7.0 server software on thetarget server 167


Contact Center Manager Administration 7.0 upgrade 171Uninstalling the Contact Center Manager Administration 7.0 software 172

Installing the Contact Center Manager Administration 7.0 server software 173

Contact Center Manager Administration 7.0 upgrade (withreplication) 175

Identifying which CCMA server is the Master Schema owner 177

Disabling replication 178

Uninstalling the Contact Center Manager Administration 7.0 software on MasterSchema owner 179

Installing the Contact Center Manager Administration 7.0 server software on MasterSchema owner 179

Uninstalling the Contact Center Manager Administration 7.0 software on Secondaryserver 181

Installing the Contact Center Manager Administration 7.0 server software onSecondary server 182

Enabling replication 183

Contact Center Manager Administration patch installation 185Installing Contact Center Manager Administration software patches 186

Security Framework migrations and patches 187

Security Framework migration 188Installing the Security Framework software on the new server 189

Security Framework patch installation 192Installing the Security Framework patches 193

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Communication Control Toolkit upgrades, migrations, andpatches 194

Communication Control Toolkit 5.0 to Communication ControlToolkit 7.0 upgrade (same server) 195


Preparing the Communication Control Toolkit 5.0 database 199

Uninstalling the Communication Control Toolkit 5.0 patches 199

Uninstalling the Communication Control Toolkit 5.0 software 200

Upgrading to Communication Control Toolkit 7.0 202

Communication Control Toolkit 5.0 to Communication ControlToolkit 7.0 migration upgrade (new server) 205



Installing the Communication Control Toolkit 7.0 software on the new server 208

Synchronizing the Communication Control Toolkit database 211

Communication Control Toolkit 6.0 to Communication ControlToolkit 7.0 upgrade (same server) 213



Uninstalling the Communication Control Toolkit 6.0 patches 217

Uninstalling the Communication Control Toolkit 6.0 software 218

Upgrading to Communication Control Toolkit 7.0 220

Communication Control Toolkit 6.0 to Communication ControlToolkit 7.0 migration upgrade (new server) 223

Installing the data extraction patch 225Preparing the Communication Control Toolkit 6.0 database 226



Communication Control Toolkit patch installation 231Installing Communication Control Toolkit software patches 232

Communication Control Toolkit 7.0 migration 233Backing up Communication Control Toolkit 7.0 database 234



Co-resident server upgrades, migrations, and patches 240

Co-resident server 6.0 to co-resident server 7.0 upgrade (sameserver) 241



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Uninstalling the Contact Center 6.0 patches 248

Uninstalling the Server Utility 6.0 software 249

Uninstalling the Communication Control Toolkit 6.0 software 249Uninstalling the Contact Center Manager Administration 6.0 software 251

Uninstalling the License Manager 6.0 software 252

Uninstalling the Contact Center Manager Server 6.0 software 252


Installing Contact Center 7.0 server software 254

Co-resident server 6.0 to co-resident server 7.0 migration upgrade(new server) 262











Installing Contact Center 7.0 server software 276





Contact Center Multimedia upgrades, migrations, and patches288

Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0upgrade (same server) 289

Shutting down the services 291

Backing up the Contact Center Multimedia database 292

Uninstalling the Contact Center Multimedia 6.0 patches 294

Uninstalling the Contact Center Multimedia 6.0 software 294

Upgrading to Contact Center Multimedia 7.0 295

Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0migration upgrade (new server) 300

Backing up the Contact Center Multimedia 6.0 database 302

Checking the serial port configuration 304

Installing a modem 305

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Installing the Contact Center Multimedia 7.0 software on the new server 306

Synchronizing the Contact Center Multimedia database 311

Contact Center Multimedia 7.0 migration 313Backing up Contact Center Multimedia 7.0 database 315

Checking the serial port configuration 317Installing a modem 317

Installing the Contact Center Multimedia 7.0 software on the new server 319

Synchronizing the Contact Center Multimedia database 324

Contact Center Multimedia patch installation 326Installing Contact Center Multimedia software patches 327

Network Control Center upgrades, migrations, and patches 328

Network Control Center 5.0 to Network Control Center 7.0 upgrade(same server) 329


Preparing the Network Control Center 5.0 database 332

Uninstalling the Network Control Center 5.0 patches 333

Uninstalling the Network Control Center 5.0 software 333

Upgrading to Network Control Center 7.0 334

Network Control Center 5.0 to Network Control Center 7.0migration upgrade (new server) 340



Installing the Network Control Center 7.0 software on the new server 343

Synchronizing the Network Control Center database 347

Network Control Center 6.0 to Network Control Center 7.0 upgrade(same server) 349



Uninstalling the Network Control Center 6.0 patches 353

Uninstalling the Network Control Center 6.0 software 353

Upgrading to Network Control Center 7.0 354

Network Control Center 6.0 to Network Control Center 7.0migration upgrade (new server) 360

Installing the data extraction patch 362Preparing the Network Control Center 6.0 database 363



Network Control Center migration 369Backing up Network Control Center 7.0 database 371

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Network Control Center patch installation 377Installing Network Control Center software patches 378

Service Creation Environment migrations and patches 379

Service Creation Environment migration 380Installing the Service Creation Environment software on the new server 381

Service Creation Environment patch installation 384Installing the Service Creation Environment patches 385

Common procedures 386Downloading the latest Nortel documentation 386

Installing Windows Server 2003 Release 2 387

Configuring Windows Server 2003 Release 2 390Installing the latest operating system service packs 392

Configuring SNMP on your server 393

Enabling Microsoft Remote Desktop connection 393

Downloading the latest Contact Center service updates to the server 394

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New in this release

The following sections detail what is new in Nortel Contact Center Upgradeand Patches(NN44400-410) for Release 01.08.

Navigation Features (page 11)

Other changes (page 12)

FeaturesSee the following sections for information about feature changes:

DVD Controller (page 11)

Common database maintenance utilities (page 11)

Common patch viewer (page 12)

System Readiness Checker (page 12)

DVD ControllerA more consistent installation and upgrade for all of the server software ispresented on the Contact Center 7.0 DVD. The DVD Controller manages allContact Center installations and upgrades. The DVD Controller supports amore consistent installation and data sharing for selected Contact Centerapplications. It automatically installs most third-party software required byContact Center 7.0 and manages the installation order. For co-residentinstallations and upgrades, the DVD Controller allows the selection of multipleapplications for installation and installs them at the same time. Upgrades arestreamlined and each application is more consistent.

Common database maintenance utilities

New common database maintenance utilities for Contact Center 7.0 arestandardized across the Contact Center Manager Server, Contact CenterMultimedia, and Communication Control Toolkit applications. These utilitiescan be used to perform the following:

migration from previous Contact Center components

backups of Contact Center databases (both scheduled and immediate)

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New in this release




restoration of Contact Center databases

replication configuration

database expansion

port configuration (to comply with security policies)

Common patch viewerA new Contact Center Patch Manager utility supports a more automatic patchinstallation and management process. The Contact Center Patch Managersupports the following applications:

Contact Center Manager Server

Contact Center Manager Administration

Communication Control Toolkit

Contact Center Multimedia

Server Utility

Service Creation Environment

License Manager

Contact Center common component patches

System Readiness CheckerThe System Readiness Checker for Contact Center 7.0 supports systemchecks for Contact Center Manager Server, Contact Center ManagerAdministration, Communication Control Toolkit, and Contact CenterMultimedia. The DVD Controller runs the System Readiness Checker prior to

installing the Contact Center software. Based on the results, the DVDController determines whether to continue with the installation process.

The System Readiness Checker can also be run as a stand-alone tool. Inaddition to the preceding Contact Center applications, the System ReadinessChecker also supports the following multimedia applications:

Interactive Communications Portal (ICP) 1.0

Service Creation Environment (SCE) 2.0

Other changesSee the following sections for information about changes that are not feature-related:

Content arrangement (page 13)

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New in this release




Content arrangementThe documentation suite for Contact Center 7.0 is rearranged to fulfill therequirements for the Nortel modular format. The content in this document issorted by job functions and tasks rather than by servers. Use the Nortel

Contact Center Documentation Roadmap(NN44400-113) to determine whichdocuments to review.

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Introduction

Nortel Contact Center Upgrade and Patches(NN44400-410) contains theprocedures to upgrade and migrate the server software and install patches forContact Center 7.0.

Two types of upgrade exist:

UpgradeAn existing server with a previous version of Contact Center isreused for Contact Center 7.0. Customer data from a previous release isimported during the installation of the Contact Center 7.0 software.

MigrationA new server is used for a fresh installation of Contact Center7.0. Customer data is imported to the new server.

After you complete your upgrade or migration, see Nortel Contact CenterCommissioning(NN44400-312) for information about post-upgrade steps.

Prerequisites Download the latest documentation from the Nortel Web site

(www.nortel.com/support). Read Nortel Contact Center Overview(NN44400-111).

Read Nortel Contact Center Fundamentals(NN44400-110).

Read Nortel Contact Center Planning and Engineering(NN44400-210) toensure that your configuration meets Contact Center 7.0 requirements.

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

Understand the features purchased with Contact Center.

Know where you want to upgrade each Contact Center component.

Ensure you have the Contact Center 7.0 DVD.

Navigation Upgrade fundamentals (page 16)

Contact Center Manager Server upgrades, migrations, and patches(page 21)
http://www.nortel.com/supporthttp://www.nortel.com/supporthttp://www.nortel.com/supporthttp://www.nortel.com/support

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Introduction




Contact Center License Manager upgrades, migrations, and patches(page 87)

Server Utility upgrades, migrations, and patches (page 100)

Contact Center Manager Administration upgrades, migrations, andpatches (page 113)

Communication Control Toolkit upgrades, migrations, and patches(page 194)

Contact Center Multimedia upgrades, migrations, and patches (page 288)

Network Control Center upgrades, migrations, and patches (page 328)

Common procedures (page 386)

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Upgrade fundamentals

This chapter describes the fundamentals of upgrading your Contact Centersoftware

Navigation Supported upgrades and migrations (page 16)

Backup Locations (page 17)

Disk partitioning requirements on the new or reconfigured server(page 18)

Co-resident upgrades (page 18)

Multinode upgrades (page 19)

Supported upgrades and migrationsYou can upgrade previous versions of Contact Center to the latest ContactCenter application suite using software upgrade or migration upgradeprocedures. Software and migration upgrade procedures migrate all

historical, statistical, and configuration data from the previous Contact Centerrelease to the latest release.

The following product upgrades are supported:

Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0

Contact Center Manager Server 6.0 to Contact Center Manager Server7.0

Symposium Web Client 4.5 to Contact Center Manager Administration 7.0

Contact Center Manager Administration 6.0 to Contact Center ManagerAdministration 7.0

Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0

Communication Control Toolkit 6.0 to Communication Control Toolkit 7.0

Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0

License Manager 6.0 to License Manager 7.0

Server Utility 6.0 to Server Utility 7.0

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If you want to upgrade from an earlier software release, you can do so inmultiple steps.

If you want to upgrade from Symposium Call Center Release 3.0, upgradeto Symposium Call Center 5.0. You can then upgrade the Release 5.0system to Contact Center Release 7.0.

If you want to upgrade from Symposium Call Center Release 4.0, upgradeto Contact Center 6.0. You can upgrade the Release 6.0 system toContact Center 7.0

Upgrades are supported on the same switch type only.

Backup LocationsA Backup Location is a physical network location where backup data ormigration data can be stored. Prior to performing an upgrade or a migration,you need to create a Backup Location to store backup data or migration data.

Use the Database Maintenance Utility to create a Backup Location. (Onlinehelp is available by pressing F1.) A Backup Location consists of the followingelements:

Drive Letter

currently unassigned in Windows (existing, already mapped Windowsdrive letters cannot be used)

a letter from N to U

created during use (for example, when storing backup data ormigration data)

removed after use

used only with the Database Maintenance Utility

UNC Path

using a valid Uniform Naming Convention (UNC) path (for example,\\cc_server\cc_share\cc_backup)

Username

Windows account that will be used to connect to the location specifiedby the UNC Path

must include computer name in Account name (for example,cc_server\Administrato)

Password

used for the Windows Account that will be used to connect to thelocation specified by the UNC Path

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For information on how to create a Backup Location, see the Nortel ContactCenter Server Administration(NN44400-610) guide.

When a server application performs a backup, it creates a specific folder in theBackup Location. When you want to restore this backup on a different server(for example, when migrating to a new server), you will need to create a newBackup Location as part of the restore procedure. Be careful to exclude thefolder created by the server application backup from the UNC Path. Forexample:

When performing a backup on an old server, you create a BackupLocation with a UNC path of\\NETSERVER01\DIRECTORY01\BACKUP01.

The backup creates a backup folder in this path,\\NETSERVER01\DIRECTORY01\BACKUP01\CCMSR6.0 .

When restoring this backup on a new server, the UNC path you enter to

create the new Backup Location is\\NETSERVER01\DIRECTORY01\BACKUP01.

The restore on the new server will pull the data from\\NETSERVER01\DIRECTORY01\BACKUP01\CCMSR6.0 .

Disk partitioning requirements on the new or reconfigured serverThe following list describes the requirements for disk partitioning on the newor reconfigured server:

One partition only is dedicated to the database.

The size of the database partition must be equal to or greater than the total

size of all database partitions on the original server.

Co-resident upgradesUpgrade co-resident applications at the same time. Prior to installing theRelease 7.0 software, you must uninstall all previous releases of ContactCenter applications.

The following co-resident configurations are supported:

Contact Center Manager Server, License Manager, and Server Utility

Contact Center Manager Server and Contact Center ManagerAdministration

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

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

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The Contact Center DVD Controller allows you to select multiple applicationsand then installs them at the same time.

Multinode upgrades

Multinode upgrade refers to upgrading a system where multiple ContactCenter applications are installed on different servers and possibly located indifferent geographic locations.

The following table shows the compatibility of Contact Center 7.0 withprevious releases.

You can enable communication between Contact Center Manager Server 7.0

and Contact Center 6.0 by installing a temporary Communication ControlToolkit patch. After you have installed the patch, Contact Center 6.0 is nolonger compatible with Contact Center Manager Server 6.0. This patch isintended for temporary use only.

Contact Center 7.0 supports networking with Contact Center 6.0 and ContactCenter 5.0.

CCMS 7.0 CCMA 7.0 CCT 7.0 CCMM 7.0 LicenseManager

7.0

NCC 7.0 ServerUtility 7.0

CCMS 6.0 Yes Yes No No Yes Yes Yes

CCMA 6.0 No N/A N/A No Yes No N/A

CCT 6.0 Yes N/A Yes No Yes N/A N/A

CCMM 6.0 No Yes No N/A Yes N/A N/A

LicenceManager

6.0

No No No No N/A No N/A

NCC 6.0 No Yes N/A N/A Yes N/A Yes

ServerUtility 6.0

Yes N/A N/A N/A N/A N/A N/A

SCCS 5.0 Yes Yes No N/A N/A Yes Yes

SWC 4.5 No N/A N/A N/A N/A Yes Yes

CCT 5.0 No N/A Yes N/A N/A N/A N/A

SWCP No N/A N/A N/A N/A N/A N/A

NCC 5.0 No Yes N/A N/A N/A N/A Yes

SCCSClient

N/A N/A N/A N/A N/A No N/A

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In a multinode system where each application is installed on its own server,upgrade your servers in the following order:

1 Contact Center Manager Administration

2 License Manager

3 Network Control Center

4 Contact Center Manager Server

5 Communication Control Toolkit

6 Server Utility

7 Contact Center Multimedia

If your system configuration includes a Contact Center Manager Server 6.0warm standby server, you can keep your Contact Center Manager Serveractive while you upgrade the standby server to Release 7.0. After the upgrade

is complete, you can migrate the data collected on the Release 6.0 server tothe Release 7.0 server. After the Release 7.0 server is operational, you canupgrade the active Contact Center Manager 6.0 server to Release 7.0. In thisexample, perform the upgrade in the following order:

1 Upgrade Contact Center Manager Administration.

2 Upgrade the Network Control Center.

3 Stop the replicating service on the Contact Center Manager StandbyServer.

4 Upgrade the Contact Center Manager Standby server to Contact CenterManager Server Release 7.0.

5 Upgrade the License Manager.

6 Upgrade Communication Control Toolkit.

7 Upgrade the Contact Center Multimedia server.

Multinode upgrade with co-resident serversIn a multinode environment with Contact Center Manager Server, ContactCenter Manager Administration, License Manager, and Server Utility installedco-resident, upgrade your servers in the following order:

1 Network Control Center

2 Co-resident Contact Center Manager Server/Contact Center ManagerAdministration/License Manager/Server Utility server

3 Communication Control Toolkit

4 Contact Center Multimedia

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Contact Center ManagerServer upgrades,migrations, and patches

Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0upgrade (same server) (page 22)

Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0migration (new server) (page 36)

Contact Center Manager Server 6.0 to Contact Center Manager Server7.0 upgrade (same server) (page 49)

Contact Center Manager Server 6.0 to Contact Center Manager Server

7.0 migration (new server) (page 62) Contact Center Manager Server 7.0 migration (page 74)

Contact Center Manager Server patch installation (page 85)

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Symposium Call Center Server 5.0 toContact Center Manager Server 7.0upgrade (same server)

This chapter describes how to upgrade from Symposium Call Center Server5.0 to Contact Center Manager Server 7.0 using the same server.

Prerequisites to Symposium Call Center Server 5.0 to Contact Center

Manager Server 7.0 upgrade Download the latest documentation. See Downloading the latest Nortel

documentation (page 386).

Ensure that your server hardware meets all requirements for ContactCenter 7.0, as described in Nortel Contact Center Planning andEngineering(NN44400-210).


Back up the Symposium Call Center Server database. For moreinformation, refer to your Symposium Call Center Server documentation.

If the Database Integration Service is configured on the Symposium CallCenter Server, the Database Integration Service backup and restore is notincluded in the Contact Center Manager restore process. Use theDatabase Integration Wizard to back up the configuration. For moreinformation, see Nortel Contact Center Server Administration(NN44400-610).

Create a Platform Recovery Disk or, if using the RAID solution, removethe second set of disks.

CAUTION Risk of data lossThe upgrade process requires that you remove any previousversions of Contact Center software. Nortel strongly recommendsthat you back up your server prior to beginning this process.

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade (same server)




Download the Contact Center data extraction patch from www.nortel.com/support. This patch converts your Symposium Call Center Server 5.0database to a format compatible with Contact Center Manager Server 7.0.

Download the latest Contact Center 7.0 patches to the server. See

Downloading the latest Contact Center service updates to the server(page 394).

Symposium Call Center Server 5.0 to Contact Center Manager Server

7.0 upgrade proceduresThis task flow shows you the sequence of procedures you perform to upgradefrom Symposium Call Center Server (SCCS) 5.0 to Contact Center ManagerServer (CCMS) 7.0 on the same server. To link to any tasks, go to SymposiumCall Center Server 5.0 to Contact Center Manager Server 7.0 upgradenavigation (page 24).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade procedures

Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade

navigation

Installing the data extraction patch (page 25)

Preparing the Symposium Call Center Server 5.0 database (page 25)

Uninstalling Symposium Call Center Server 5.0 patches (page 26)

Uninstalling the Symposium Call Center Server 5.0 software (page 27)

Upgrading to Contact Center Manager Server 7.0 (page 28)

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Job aid: TimingThe times shown are approximate and do not include preparation tasks suchas downloading patches, backing up your server and creating a platformrecovery disk, or setting up the environment.

Upgrade preparation (database conversion): 30 minutes (depending ondatabase size)

Upgrading the server software: 1 hour

This time can vary depending on the server, the network infrastructure, thedatabase size, and your confidence level with the software.

Installing the data extraction patchInstall the Contact Center Manager Server data extraction patch to install aspecial database migration tool that you use to convert the Symposium CallCenter Server 5.0 database to a format compatible with Contact Center 7.0.

Prerequisites Download the patch from the Nortel Web site (www.nortel.com/support).

Procedure steps

Step Action

1 Double-click migration_tool_7.0_.msi.

2 In the Patch Wizard dialog box, click Next.

3 Click Install.

The patch installs a migration tool to All Programs, Nortel, Migration Tool,

Migration Tool.

--End--

Preparing the Symposium Call Center Server 5.0 databasePrepare the Symposium Call Center Server 5.0 database for migration toContact Center 7.0, using the migration tool.
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Prerequisites Install the Contact Center data extraction patch on the server. See

Installing the data extraction patch (page 25).

Map a drive to the network location where you want to store the database.

Attention: The Database Integration Service data is not backed up duringthis process. If the Database Integration Service is configured on yourserver, use the Database Integration Wizard to back up the configuration.For more information, see Nortel Contact Center Server Administration(NN44400-610).

Procedure steps

Step Action

1 On the Symposium Call Center Server 5.0 server, click Start, AllPrograms, Nortel Contact Center, Migration Tool, Migration Tool.

2 In the Contact Center Migration dialog box, from the Application Typelist, select SCCS 5.0.

3 In the Backup Location box, type the path of the location where you wantto store the Symposium Call Center Server 5.0 database.

OR

Click Browse and navigate to the location where you want to store theSymposium Call Center Server 5.0 database.

4 Click Begin.

The Nortel Migration tool extracts customer data and prepares it for theupgrade to Release 7.0.

5 After the process is complete, click Finish.

--End--

Uninstalling Symposium Call Center Server 5.0 patchesUninstall Symposium Call Center Server 5.0 patches to prepare for theuninstallation of the Symposium Call Center Server 5.0 software.

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Prerequisites Back up the Symposium Call Center Server 5.0 database.

Create a Platform Recovery Disk for the Symposium Call Center Server.

Install the data extraction patch. See Installing the data extraction patch(page 25).

Use the migration tool to convert the Symposium Call Center Server 5.0database. See Preparing the Symposium Call Center Server 5.0 database(page 25).

Procedure steps

Step Action

1 Log on to the server with administrative privileges.

2 Shut down the SCCS services.3 Click Start, All Programs, Symposium Call Center Server, PEP Viewer.

4 In the Patch Manager dialog box, click Uninstall All.

A message box appears asking you if you are sure you want to uninstall allpatches.

5 Click Yes.

A message box appears indicating that all PEPs and SUs were successfully

uninstalled.

6 Click OK.

--End--

Uninstalling the Symposium Call Center Server 5.0 softwareUninstall the Symposium Call Center Server 5.0 software to prepare theserver for the installation of the Contact Center Manager Server 7.0 software.

Prerequisites Uninstall all Symposium Call Center Server patches. See Uninstalling

Symposium Call Center Server 5.0 patches (page 26)

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Procedure steps

Step Action

1 Log on to the server with administrative privileges.

Attention: Do not log on as NGenSys, NGenDesign, or NGenDist. Uninstallation ofthe software removes these accounts and you may encounter problems.

2 Close all windows and exit all applications.

3 Shut down the SCCS services.

4 Click Start, Control Panel, Add or Remove Programs.

5 Select Symposium Call Center Server.

6 Click Remove.

A message box appears prompting you to confirm the Remove action.

7 Click Yes.

When the uninstallation is complete, the Add or Remove Programs window

reappears.

8 Verify that Symposium Call Center Server does not appear in the Add orRemove Programs window.

9 Close all open windows and restart the server.

10 Check drive D to ensure that the D:\Nortel and D:\Sybase directories havebeen removed. If they have not, delete the directories and their contents.

11 Ensure that all Nortel folders are removed from all drives.12 Restart the server.

--End--

Upgrading to Contact Center Manager Server 7.0

Upgrade to Contact Center Manager Server 7.0 to install the latest ContactCenter software on the server and restore the database.

Prerequisites Uninstall all Symposium Call Center Server 5.0 patches. See Uninstalling

Symposium Call Center Server 5.0 patches (page 26).

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Uninstall the Symposium Call Center Server 5.0 software. SeeUninstalling the Symposium Call Center Server 5.0 software (page 27).

If this procedure is part of a co-resident upgrade, ensure that all otherContact Center software was removed from the server.

Download the latest Contact Center Manager Server (CCMS) andCommon Component (CCCC) service updates to the server. SeeDownloading the latest Contact Center service updates to the server(page 394)

Repartition the drives to conform with Contact Center 7.0 requirements.For more information, see Nortel Contact Center Planning andEngineering(NN44400-210).

Review the licensing available for the server and determine the licensedfeatures to select.

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

Procedure steps

Step Action

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

2 If the installation does not automatically start, double-click setup.exe.

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 Welcome window, click Next.

5 In the License Agreement window, read the terms of the agreement.

6 Click I accept the terms of the License Agreement.

7 Click Next.

8 In the Custom Setup window, select the Switch Type for your system.

Attention: You must select the switch type that was used for Symposium CallCenter 5.0.

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

10 In the Product Upgrade window, select Import existing data to ContactCenter Manager Server (CCMS).

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11 In the Backup Location section, select 5.0 from the list.

12 Click Browse and navigate to the location of the backed up Symposium CallCenter Server 5.0 database.

13 In the Authentication section, type the Domain Name\User Name and

Password to access the backup location.

Authentication is performed on the supplied credentials.

14 Click Next.

15 In the Installation Destination window, on the Application DestinationDrive tab, accept the default location for the Application DestinationDrive.

16 Click the Database Destination Drive tab.

17 Under Install Manager Server database to, select the drive for theManager Server database.

18 Click the Product Updates Location tab.

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

20 Click Next.

The System Readiness Check utility runs on the server.

21 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 of

the Contact Center is understood and not deemed to be applicable.

22 Click Next.

23 In the Installation Data window, complete all of the installation details foreach tab.

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.

24 Click Next.

25 In the Ready to Install window, review and verify the information that ispresented.

26 Click Install.

The DVD Controller installs the third-party software, Contact Center server

software, SUs and SUSs, database software, and the Contact Centerdatabase.

27 After the installation is complete, click Finish.

28 If prompted, restart the server.

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--End--

Procedure job aid

The 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 of 16GB of disk space.

Backup location The location where the Symposium Call CenterServer 5.0 database is backed up.

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

Customer Name The designated person in charge of the ContactCenter Manager Server software at the company.

Database Destination Drive The location for installing the Contact CenterManager cache database. The database partitionsize must be equal to or greater than the total sizeof all database partitions for the previous softwarerelease.

ELAN Subnet IP Address The IP address of the embedded local network, adedicated Ethernet LAN that connects the Contact

Center Manager Server and the switch.You must select the check box for the ELANSubnet IP Address if you are using an ELANsubnet.

Nortel Server Subnet IPAddress

The IP address of the subnetwork to which theNortel Contact Center servers (Contact CenterManager Server, Network Control Center, ContactCenter 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 be between 224.0.1.0 and239.255.255.255. The default is 230.0.0.1.

(1 of 2)

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

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 a minimum of 6characters and must be unique.

Switch Type Type of switch you use in your contact center tohandle telephone contacts.

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

CallPilot IP Address The IP address of the primary CallPilot voiceconnection type to the Contact Center ManagerServer when working with a CommunicationServer 1000/Meridian 1 switch.

CallPilot Port The port number of the primary CallPilot voiceconnection 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.(1 of 2)

Variable Value

(2 of 2)

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

Switch Name The name of the CS 1000/Meridian 1 switch.

Valid characters for switch names are AZ, az, 09, 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 you use to connect to the switch.

If you are using CallPilot, beside Voice ConnectionType, select TCP and specify the ELAN subnet IPaddress of the CallPilot server, and then set theCallPilot Server Port to 10008.

Variable Value

(2 of 2)

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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.

Each package ends in N or C (for example,CCS200N or CCS200C). N stands for Nodal,which means that the options in the license fileapply to a single installation of Contact Center

Manager Server, Contact Center ManagerAdministration, Contact Center Multimedia, andCommunication Control Toolkit.

C stands for Corporate, which means that theoptions in the license file apply to a network ofContact Center Manager Server, Contact CenterManager Administration, Contact CenterMultimedia, and Communication Control Toolkitservers.

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 Manager IPAddress

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.

(1 of 2)

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The following table provides a list of Remote CCT-specific variables. TheRemote CCT tab appears only if you select Open Queue.

Primary License Port The number of the communication port openedbetween the License Manager and the ContactCenter Manager Server. The default port number

when 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 isused only in a corporate licensed environment.

Serial Number The serial number of the switch.

Variable ValueCCT Host Name The host name of the remote Communication

Control Toolkit server (applicable forconfigurations where Communication ControlToolkit is not co-resident with Contact CenterManager Server).

CCT Port A1, A2, B1, B2 Accept the default CCT port numbers unlessrequired to 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 withContact Center Manager Server).

Variable Value

(2 of 2)

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Symposium Call Center Server 5.0 toContact Center Manager Server 7.0migration (new server)

This chapter describes how to upgrade from Symposium Call Center Server5.0 to Contact Center Manager Server 7.0 onto a new server and migrate the

database.

Prerequisites to Symposium Call Center Server 5.0 to Contact Center

Manager Server 7.0 migration upgrade (new server) Download the latest Nortel documentation. See Downloading the latest

Nortel documentation (page 386).

Ensure your new server hardware meets all requirements for ContactCenter 7.0, as described in Nortel Contact Center Planning andEngineering(NN44400-210).


Download the Contact Center data extraction patch from www.nortel.com/support.

Download the latest Contact Center patches to the server. SeeDownloading the latest Contact Center service updates to the server(page 394).

If the Database Integration Service is configured on the Symposium CallCenter Server, the Database Integration Service backup and restore is notincluded in the Contact Center Manager restore process. Use theDatabase Integration Wizard to back up the configuration. For moreinformation, see Nortel Contact Center Server Administration(NN44400-610).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migration (new server)




Symposium Call Center Server 5.0 to Contact Center Manager Server

7.0 migration upgrade (new server) proceduresThis task flow shows you the sequence of procedures you perform to upgradefrom Symposium Call Center Server (SCCS) 5.0 to Contact Center Manager

Server (CCMS) 7.0 on a new server. To link to any task, go to Symposium CallCenter Server 5.0 to Contact Center Manager Server 7.0 migration upgrade(new server) navigation (page 38).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migration upgrade (newserver) procedures

Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migrationupgrade (new server) navigation


Preparing the Symposium Call Center Server 5.0 database (page 40)

Installing the Contact Center Manager Server 7.0 software on the newserver (page 41)

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Synchronizing the Contact Center Manager Server database (page 47)

Job aid: TimingThe times shown are approximate and do not include preparation tasks such

as downloading patches or setting up the environment. Upgrade preparation (database conversion): 30 minutes (depending on

the size of the database)



Installing the data extraction patchInstall the Contact Center Manager Server data extraction patch to install aspecial database migration tool that you use to convert the Symposium CallCenter Server 5.0 database to a format compatible with Contact Center 7.0.


Procedure steps

Step Action



3 Click Install.

The patch installs a migration tool to All Programs, Nortel, Migration Tool,Migration Tool.

--End--

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Preparing the Symposium Call Center Server 5.0 databasePrepare the Symposium Call Center Server 5.0 database for migration toContact Center 7.0, using the migration tool.

Prerequisites Install the Contact Center Manager Server data extraction patch on the

server. See Installing the data extraction patch (page 39).



Procedure steps

Step Action

1 On the Symposium Call Center Server 5.0 server, click Start, AllPrograms, Nortel Contact Center, Migration Tool, Migration Tool.

2 In the Contact Center Migration dialog box, from the Application Typelist, select SCCS 5.0.

3 In the Backup Location box, type the path of the location where you wantto store the Symposium Call Center Server 5.0 database.

OR

Click Browse and navigate to the location where you want to store theSymposium Call Center Server 5.0 database.

4 Click Begin.

The Nortel Migration tool extracts customer data and prepares it for the

upgrade to Release 7.0.


--End--

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Installing the Contact Center Manager Server 7.0 software on the new

serverInstall the Contact Center Manager Server 7.0 software on the new server toupgrade to Contact Center 7.0 and restore the database.

Prerequisites Ensure your server hardware meets all requirements as described in

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

Prepare the Symposium Call Center Server 5.0 database for migration toContact Center 7.0. See Preparing the Symposium Call Center Server 5.0database (page 40).

Install Windows Server 2003 Release 2 on your server. See InstallingWindows Server 2003 Release 2 (page 387).

Configure Windows Server 2003 Release 2 on the server. See

Configuring Windows Server 2003 Release 2 (page 390). Download all supported patches. See Installing the latest operating

system service packs (page 392).

Attention: Contact Center 7.0 requires Windows Server 2003 Service Pack2.

Configure SNMP on the server. See Configuring SNMP on your server(page 393)

Install a remote access tool on the server. Nortel recommends that you

use LogMeIn Rescue or Microsoft Remote Desktop. For more information,see the LogMeIn Web site (www.logmein.com) or Enabling MicrosoftRemote Desktop connection (page 393).

Download the latest Contact Center Manager Server (CCMS) andCommon Component (CCCC) service updates to the server. SeeDownloading the latest Contact Center service updates to the server(page 394).

Partition the drives as required for Contact Center 7.0, as described inNortel Contact Center Planning and Engineering(NN44400-210).

Map a drive to the location of the backed up Symposium Call Center

Server 5.0 database.

Attention: For the system to correctly handle backup and restore SNMPevents, you must install Windows SNMP Service prior to installing ContactCenter server software.
http://www.logmein.com/http://www.logmein.com/http://www.logmein.com/http://www.logmein.com/http://www.logmein.com/http://www.logmein.com/

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Procedure steps

Step Action

1 Insert the Contact Center 7.0 DVD into the DVD ROM drive of your server.2 If the installation does not automatically start, double-click setup.exe.

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 Welcome window, click Next.

5 In the License Agreement window, read the terms of the agreement.

6 Click I accept the terms of the License Agreement.

7 Click Next.

8 In the Custom Setup window, select the Switch Type for your system.

Attention: You must select the same switch type that was used for Symposium CallCenter Server 5.0.

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

10 In the Product Upgrade window, select Import existing data to ContactCenter Manager Server (CCMS).

11 In the Backup Location section, select 5.0 from the list.

12 Click Browse and navigate to the location of the backed up Symposium CallCenter Server 5.0 database.

13 In the Authentication section, type the Domain Name\User Name andPassword to access the backup location.

Authentication is performed on the supplied credentials.

14 Click Next.

15 In the Installation Destination window, on the Application DestinationDrive tab, accept the default location for the Application DestinationDrive.

16 Click the Database Destination Drive tab.

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

18 Click the Product Updates Location tab.

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

20 Click Next.

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The System Readiness Check utility runs on the server.

21 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 take

to 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.

22 Click Next.

23 In the Installation Data window, complete all of the installation details foreach tab.

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.

24 Click Next.

25 In the Ready to Install window, review and verify the information that ispresented.

26 Click Install.

The DVD Controller installs the third-party software, Contact Center server

software, and Contact Center database software.

27 After the installation is complete, click Finish.

28 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 of 16GB of disk space.

Backup location The location where the Symposium Call CenterServer 5.0 data is backed up. This must preciselymatch the location you specified when backing upthe R5.0 Database. See Preparing the SymposiumCall Center Server 5.0 database (page 40).

(1 of 2)

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

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

Customer Name The designated person in charge of the ContactCenter Manager Server software at the company.

Database Destination Drive The location for installing the Contact CenterManager cache database. The database partitionsize must be equal to or greater than the total sizeof all database partitions for the previous softwarerelease

ELAN Subnet IP Address The IP address of the embedded local network, adedicated Ethernet LAN that connects the ContactCenter Manager Server and the switch.

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

subnet.

Nortel Server Subnet IPAddress

The IP address of the subnetwork to which theNortel Contact Center servers (Contact CenterManager Server, Network Control Center, ContactCenter 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 be 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 a minimum of 6characters and must be unique.

Switch Type Type of switch you use in your contact center tohandle telephone contacts.

Variable Value

(2 of 2)

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

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

CallPilot IP Address The IP address of the primary CallPilot voiceconnection type to the Contact Center ManagerServer when working with a CommunicationServer 1000/Meridian 1 switch. The default port

number 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/Meridian 1 switch.

Valid characters for switch names are AZ, az, 09, 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 you use to connect to the switch. If you are using CallPilot, beside Voice

Connection Type, select TCP and specify theELAN subnet IP address of the CallPilot serverand then set the CallPilot Server Port to 10008.

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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.

Each package ends in N or C (for example,CCS200N or CCS200C). N stands for Nodal,which means that the options in the license fileapply to a single installation of Contact Center

Manager Server, Contact Center ManagerAdministration, Contact Center Multimedia, andCommunication Control Toolkit.

C stands for Corporate, which means that theoptions in the license file apply to a network ofContact Center Manager Server, Contact CenterManager Administration, Contact CenterMultimedia, and Communication Control Toolkitservers.

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 Manager IPAddress

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.

(1 of 2)

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Synchronizing the Contact Center Manager Server databaseIf you kept your Symposium Call Center 5.0 servers running while installingContact Center Manager Server 7.0 on the new server, optionally, you cansynchronize the database to migrate the data gathered to the new server.

Prerequisites Use the database migration tool to prepare the Symposium Call Center

Server database. See Preparing the Symposium Call Center Server 5.0database (page 40).

On the new server, map a drive to the location of the Symposium CallCenter Server database backup.

Procedure steps

Step Action

1 On the Contact Center Manager Server, click Start, All Programs, Nortel,Contact Center 7.0, Database Utilities, Database Maintenance.

2 In the Database Maintenance dialog box, in the left pane, click BackupLocations.

3 In the right pane, click Create.

4 From the Drive Letter list, select the network drive on which you stored theSymposium Call Center Server 5.0 database.

5 In the UNC Path box, type the location of the Symposium Call Center 5.0database in the format \\Computer Name\Folder\Backup Location.

Primary License Port The number of the communication port openedbetween the License Manager and the ContactCenter Manager Server. The default port number

when 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 isused only in a corporate licensed environment.

Serial Number The serial number of the switch.

Variable Value

(2 of 2)

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Attention: See the information about backup database locations in BackupLocations (page 17).

6 In the User Name box, type the user name used to log on to the computer

specified in the UNC Path box. The user name is in the format ComputerName\Account Name.

7 In the Password box, type the user password.

8 Click OK.

9 In the left pane, click Migration.

10 From the Application list, select SCCS 5.0.

11 From the Migration Location list, select the network drive where youbacked up the SCCS 5.0 database.

12 Click Migrate.

13 After the migration is complete, click Start, All Programs, Nortel, ContactCenter, Manager Server, Server Configuration.

14 In the Server Configuration dialog box, click Apply All.

15 Restart the server.

--End--

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Contact Center Manager Server 6.0 toContact Center Manager Server 7.0upgrade (same server)

This chapter describes the tasks you perform to upgrade Contact CenterManager Server 6.0 software to Contact Center Manager Server 7.0 software

on the same server.

Prerequisites to Contact Center Manager Server 6.0 to Contact Center

Manager Server 7.0 upgrade (same server) Download the latest documentation. See Downloading the latest Nortel

documentation (page 386).

Ensure that your hardware meets all requirements for Contact Center 7.0,as described in Nortel Contact Center Planning and Engineering(NN44400-210).


Back up the Contact Center Manager Server 6.0 database. For moreinformation, refer to your Contact Center 6.0 documentation.

If the Database Integration Service is configured on the Contact CenterManager Server, the Database Integration Service backup and restore isnot included in the Contact Center Manager restore process. Use theDatabase Integration Wizard to back up the configuration. For moreinformation, see Nortel Contact Center Server Administration(NN44400-610).

Create a Platform Recovery Disk for the Contact Center Manager Serveror, if using the RAID solution, remove the second set of disks.

CAUTION Risk of data lossThe upgrade process requires that you remove any previousversions of Contact Center software. Nortel strongly recommendsthat you back up your server prior to beginning this process.

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Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0 upgrade (same server)




Download the Contact Center data extraction patch from www.nortel.com/support. This patch converts your Contact Center Manager Server 6.0database to a format compatible with Contact Center Manager Server 7.0.

Download the latest Contact Center 7.0 patches to the server. See

Downloading the latest Contact Center service updates to the server(page 394).

Contact Center Manager Server 6.0 to Contact Center Manager Server

7.0 upgrade (same server) proceduresThis task flow shows you the sequence of procedures you perform to upgradefrom Contact Center Manager Server 6.0 to Contact Center Manager Server7.0 on the same server. To link to any task, go to Contact Center ManagerServer 6.0 to Contact Center Manager Server 7.0 upgrade (same server)navigation (page 51).

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Contact Center Manager Server 6.0 to Contact Center 7.0 upgrade (same server) procedures

Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0

upgrade (same server) navigation


Preparing the Contact Center Manager Server 6.0 database (page 52)

Uninstalling the Contact Center Manager Server 6.0 patches (page 53)

Uninstalling the Contact Center Manager Server 6.0 software (page 54)

Upgrading to Contact Center Manager Server 7.0 (page 55)

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Job aid: TimingThe times shown are approximate and do not include preparation tasks suchas downloading patches, backing up your server and creating a platformrecovery disk, or setting up the environment.

Upgrade preparation (database conversion): 30 minutes (depending ondatabase size)



Installing the data extraction patchInstall the Contact Center Manager Server data extraction patch to install aspecial database migration tool that you use to convert the Contact CenterManager Server 6.0 database to a format compatible with Contact Center 7.0.


Procedure steps

Step Action



3 Click Install.

The patch installs a migration tool to All Programs, Nortel, Migration Tool,

Migration Tool.

--End--

Preparing the Contact Center Manager Server 6.0 databasePrepare the Contact Center Manager Server 6.0 database for migration toContact Center 7.0, using the migration tool.

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Prerequisites Install the Contact Center data extraction patch. See Installing the data

extraction patch (page 52).



Procedure steps

Step Action

1 On the Contact Center Manager Server, click Start, All Programs, NortelContact Center, Migration Tool, Migration Tool.

2 In the Contact Center Migration dialog box, from the Application Typelist, select CCMS 6.0.

3 In the Backup Location box, type the path of the location where you wantto store the Contact Center Manager Server 6.0 database.

OR

Click Browse and navigate to the location where you want to store theContact Center Manager Server 6.0 database.

4 Click Begin.

The Nortel Migration tool extracts customer data and prepares it for theupgrade to Release 7.0.


--End--

Uninstalling the Contact Center Manager Server 6.0 patchesUninstall the Contact Center Manager Server 6.0 patches to prepare for theuninstallation of the Contact Center Manager Server 6.0 software.

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Prerequisites Back up the Contact Center Manager Server 6.0 database.

Create a Platform Recovery Disk for the Contact Center Manager Server.

Install the database upgrade patch. See Installing the data extractionpatch (page 52).

Use the migration tool to convert the Contact Center Manager Server 6

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NN44400-410_01.08_Upgrades

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