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CCMM and Outbound Installation and Maintenance Guide

The document is the Installation and Maintenance Guide for the Nortel Contact Center Multimedia and Outbound, specifically for product release 6.0. It includes detailed instructions for installation, configuration, and maintenance of the software, along with information on upgrading from previous versions. The guide also outlines the proprietary nature of the data transmission process and includes a revision history and trademark information.

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Felice Lo Prinzi

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0% found this document useful (0 votes)

13 views

CCMM and Outbound Installation and Maintenance Guide

Uploaded by

Felice Lo Prinzi

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 1024

297-2183-929

Nortel Contact Center Multimedia and

Outbound
Installation and Maintenance Guide
Standard version: CS 1000

Product release 6.0 Standard 1.0 May 2006

Nortel Contact Center Multimedia and Outbound
Installation and Maintenance Guide

Publication number: 297-2183-929

Product release: 6.0
Document release: Standard 1.0
Date: May 2006

Copyright © 2006 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Nortel Networks Enterprise
Solution and Contact Center Multimedia/Outbound is proprietary to Nortel. Any other use of the data
and the transmission process is a violation of the user license unless specifically authorized in
writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any
portion of this process or the related hardware constitutes grounds for an immediate termination of
the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

This page and the following page are considered the title page, and contain Nortel and third-party
trademarks.

*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200,
DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN,
IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,
Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000),
Supernode, and Symposium are trademarks of Nortel Networks.
3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.
ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and
POSTSCRIPT are trademarks of Adobe Systems Incorporated.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, and WINDOWS XP are trademarks of Microsoft Corporation.
APACHE is a trademark of Apache Micro Peripherals, Inc.
CITRIX is a trademark of Citrix Systems, Inc.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer
Corporation.
InterSystems Caché is a trademark of InterSystems Corporation.
NOVELL is a trademark of Novell, Inc.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
VISIBROKER is a trademark of Visigenic Software, Inc.
UNIX is a trademark of X/Open Company Limited.
WINZIP is a trademark of Nico Mak Computing, Inc.
Revision history

May 2006 The Standard 1.0 issue of the Nortel Contact Center
Multimedia Installation and Maintenance Guide, Release 6.0,
is released.

Installation and Maintenance Guide v

Revision history Standard 1.0

vi Contact Center Multimedia/Outbound

Part 3 Maintaining the Multimedia/Outbound server 639

5 Installing the Redundancy server 641

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642
Section A: Preinstallation 647
Step 1. Review the preinstallation instructions. . . . . . . . . . . . . . . . . . . . . . . 648
Step 2. Read the relevant documentation and check for updates . . . . . . . . . 649
Step 3. Understand the Primary server installation. . . . . . . . . . . . . . . . . . . . 650
Step 4. Back up the Primary server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651
Step 5. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 654
Section B: Installation 669
Step 6. Install the Redundancy server software . . . . . . . . . . . . . . . . . . . . . . 670
Step 7. Install the Redundancy server updates . . . . . . . . . . . . . . . . . . . . . . . 678
Section C: Postinstallation 679
Step 8. Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . . 680
Step 9. Select the Journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 684
Step 10. Verify that Shadowing is working . . . . . . . . . . . . . . . . . . . . . . . . . 687
Step 11. Provide local users with the Log on as a Service right. . . . . . . . . . 689
Step 12. Update the E-mail Manager Service. . . . . . . . . . . . . . . . . . . . . . . . 694
Step 13. Create shared inbound and outbound attachment folders. . . . . . . . 697
Step 14. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 709
Step 15. Verify the Multimedia database installation. . . . . . . . . . . . . . . . . . 712
Step 16. Other postinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 715
Section D: Contact Center Manager Server configuration 717
Step 17. Add the Contact Center Multimedia server in the Contact Center. 718

xii Contact Center Multimedia/Outbound

May 2006 Contents

Section E: Switch the Redundancy server to Primary mode 723

Using the Redundancy server in Primary mode . . . . . . . . . . . . . . . . . . . . . . 724
Section F: Return Primary server to Primary mode 727
Returning to the Primary server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728

6 Configuring outbound settings and routing 739

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740
Logging on to the Multimedia Administrator. . . . . . . . . . . . . . . . . . . . . . . . 741
Configuring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742
Configuring the outbound scheduler. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744

7 Configuring e-mail settings and routing 745

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Logging on to the Multimedia Administrator. . . . . . . . . . . . . . . . . . . . . . . . 747
Configuring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Creating a recipient mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
Configuring inbound e-mail settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 754
Configuring outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757
Configuring rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 764
Configuring a rule for multiple mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . 786
Configuring closed reasons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 801

8 Configuring the Contact Center Agent Desktop 805

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806
Logging on to the Multimedia Administrator. . . . . . . . . . . . . . . . . . . . . . . . 807
Resetting agent passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 808
Configuring custom fields in CCAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 810
Configuring the active contact timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 813
Configuring the callback timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 815
Configuring attachment size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 817

9 Uninstalling the software 819

Uninstalling the server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 820

10 Using the Patch Viewer 827

Using the Patch Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 828

Installation and Maintenance Guide xiii

Contents Standard 1.0

11 Maintaining the database 831

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 832
Maintaining the Multimedia server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 833
Configuring the destination location for a backup . . . . . . . . . . . . . . . . . . . . 834
Creating an immediate backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 839
Creating a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 842
Clearing a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 846
Restoring the Multimedia database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 849

12 Archiving and restoring data 853

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854
Archiving the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 855
Restoring the Multimedia database from an archive . . . . . . . . . . . . . . . . . . 860

13 Alarms and events 865

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
Creating Log reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 867
Configuring the Windows SNMP service on the server. . . . . . . . . . . . . . . . 872
Using the Event to Trap Translator to select events . . . . . . . . . . . . . . . . . . . 874

14 Managing security 877

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
General security precautions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879
Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 880
Checking server events for suspicious activity. . . . . . . . . . . . . . . . . . . . . . . 881
Using the Windows Server 2003 Security Configuration Wizard . . . . . . . . 882
Enabling SSL on the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
SMTP Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893

15 Troubleshooting 897
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Troubleshooting installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
Troubleshooting network connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Troubleshooting migration problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Troubleshooting licensing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 905
Troubleshooting the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 912
Troubleshooting the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . 913
Troubleshooting the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914

xiv Contact Center Multimedia/Outbound

May 2006 Contents

Troubleshooting the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . 919

Troubleshooting the Outbound Campaign Management Tool . . . . . . . . . . . 924
Troubleshooting contact routing errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 925
Troubleshooting Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 927
Troubleshooting archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929

16 Using serviceability tools 931

Using the E-mail Manager Memory Management utility. . . . . . . . . . . . . . . 932

Part 4 Appendixes 935

A Event codes 937

Operating system events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 938
Contact Center Multimedia events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939

B Feature licensing 963

Multimedia license codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964

C Contact life cycles 967

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968
Outbound contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
E-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 971

Glossary 973

Index 1005

Installation and Maintenance Guide xv

Contents Standard 1.0

xvi Contact Center Multimedia/Outbound

Chapter 1

Getting started

In this chapter
Overview 18
About Contact Center Multimedia/Outbound 20
New in this release 26
How to use this guide 30
Skills you need 32
Related documents 33
How to get help 35

Installation and Maintenance Guide 17

Getting started Standard 1.0

Overview

This chapter describes the Contact Center Multimedia/Outbound components

and provides instructions on how to use this guide.

The Nortel Contact Center Multimedia Installation and Maintenance Guide

provides information and procedures to help you complete the following tasks:
understand the features and learn what is new in Contact Center
Multimedia/Outbound Release 6.0
install and configure the Contact Center Multimedia/Outbound software
install Service Update (SU) packs and Service Update Supplements (SUS)
upgrade Symposium Web Center Portal 4.0 to Contact Center Multimedia/
Outbound 6.0
migrate Contact Center Multimedia/Outbound 6.0 from one server to
another
deploy the Agent Desktop application to agents
deploy the Outbound Campaign Management Tool to supervisors and
administrators
configure the Outbound Campaign Manager
configure the E-mail Manager
install the customer interface and web components on an External Web
server
use the Administrator application and server utilities
install the Contact Center Redundancy server
uninstall the Contact Center Multimedia/Outbound server software
back up and restore data
archive and restore data
troubleshoot server problems

Who should read this guide

This guide is intended for:

18 Contact Center Multimedia/Outbound

May 2006 Getting started

Nortel installers and distributors who are responsible for installing and
maintaining the Contact Center Multimedia/Outbound server
administrators who are responsible for monitoring and maintaining the
server

Access rights
This guide assumes that you have the privileges and access rights to perform the
procedures in this guide. You must log on to the local server with Administrator
privileges to install and configure the Contact Center Multimedia/Outbound
software and to run the server utilities.

Installation and Maintenance Guide 19

Getting started Standard 1.0

About Contact Center Multimedia/Outbound

Contact Center Multimedia/Outbound is part of the Nortel Contact Center

portfolio. Contact Center Multimedia/Outbound provides inbound and outbound
voice and e-mail features for the Contact Center.

Contact Center Multimedia/Outbound components

Contact Center Multimedia/Outbound consists of the following components:
Multimedia database: This component is installed on the Contact Center
Multimedia/Outbound server and is an InterSystems Caché database that
stores all contact center activity. All outbound contact information,
incoming e-mail, web requests, and associated responses are stored in a
structured format within the database. Information about outbound
campaigns is also stored in this database.
E-mail Manager: This component is installed on the Contact Center
Multimedia/Outbound server. The E-mail Manager connects to the e-mail
server at regular intervals. The E-mail Manager reads e-mail messages from
the customer, processes the messages through a set of rules, and then stores
the e-mail message and information about the customer in the database.
Outgoing e-mail, generated from the e-mail responses stored in the
database, is sent to the e-mail server.
Outbound Management Campaign Management Tool: This component
is installed on the Contact Center Multimedia/Outbound server and
accessed using the Contact Center Manager Administration application.
Use the Outbound Campaign Management Tool to create, modify, and
monitor outbound campaigns. An outbound campaign is a series of
outbound calls for one specific purpose, for example, a customer survey or
a sales promotion. Use the Outbound Campaign Management Tool to:
define campaign parameters

import and review call data

create agent call scripts

monitor campaign progress

export campaign data

20 Contact Center Multimedia/Outbound

May 2006 Getting started

Contact Center Agent Desktop interface: This component is installed on

the Contact Center Multimedia/Outbound server. Agents use Internet
Explorer to connect to the Multimedia server to retrieve the Agent Desktop
interface. The Communication Control Toolkit pushes e-mail messages,
web requests, outbound contacts, and voice calls to the Agent Desktop
interface. The Agent Desktop interface uses web services to retrieve e-mail
and outbound campaign information, and customer details and history from
the Multimedia database. Web services are also used to send e-mail replies
and save outbound call details in the Multimedia database.
E-mail contacts are presented to agents through the Contact Center Agent
Desktop interface, where agents can:
verify customer information

access historical e-mail to and from the customer

create responses to customer inquiries

provide a closed reason (if configured)

When an outbound campaign is running, contacts are presented to agents

through the Contact Center Agent Desktop interface, where the agents can:
preview contact information

review call scripts (if configured)

save scripts

select a disposition code

Multimedia Administrator: This component is installed on the Contact

Center Multimedia/Outbound server. The Multimedia Administrator
provides administrative and management capabilities.
Migration utility: This utility migrates existing data from Symposium
Web Center Portal Release 4.0 in the Sybase database to the new
Multimedia database in Caché.
Redundancy Server: The Redundancy server is a warm standby server
you can install to mimic the Contact Center Multimedia/Outbound server.
The Redundancy server is available to use in case of failure of the primary
server.

The following diagram provides an overview of Contact Center Multimedia/

Outbound with Contact Center Manager Server for Release 6.0.

Installation and Maintenance Guide 21

22
Getting started

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Standard 1.0

Contact Center Multimedia/Outbound

May 2006 Getting started

Licensing
Contact Center Multimedia/Outbound is licensed with the following options:
1. Agent capabilities are licensed as inbound voice, outbound voice, and e-
mail. Licensing is enforced by Contact Center Manager Server. The
Contact Center Manager Server does not allow contacts to be routed to an
agent who is not configured with the specific media attributes of the contact
to be routed. Agent media attributes are configured on a per-medium basis
(outbound or e-mail) in Contact Center Manager Administration.
Note: The Outbound license type encompasses scheduled callbacks
inserted into the system using web services in a third-party integration or
web site integration. The e-mail license encompasses all contacts that come
in via the E-Mail Manager, for example, e-mail, fax, SMS, and scanned
white mail.
2. The Contact Center Multimedia/Outbound server is licensed and is
provided with the base package of the system. The license must be present
for the Contact Center Multimedia/Outbound server database and web
services to start.
3. Contact Center Multimedia/Outbound Redundancy is licensed. The license
must be present so you can install the Multimedia Redundancy server.
4. Contact Center Outbound is licensed separately. In addition to the Contact
Center Multimedia base package, the Contact Center Outbound base
package is required. The two licences must be present so that you can start
the Outbound Configuration Management Tool.

For more information about the specific licensing for your component, see
Appendix B, “Feature licensing.”

Installation and Maintenance Guide 23

Getting started Standard 1.0

Network components

Server components
The Contact Center Multimedia/Outbound server resides on the Nortel subnet.
The Contact Center Multimedia/Outbound gathers information about agents,
skillsets, and route points from Contact Center Manager Administration for
administrators to configure the Multimedia and Outbound settings. In turn, the
multimedia-specific configurations, such as the outbound scheduler or e-mail
rules are returned to Contact Center Manager Administration to route contacts.

The Contact Center Manager server resides on the Nortel subnet and handles the
routing and reporting of contacts in the Contact Center.

The Communication Control Toolkit resides on the Nortel subnet and maps
resources such as users and workstations that are configured in Contact Center
Manager Administration to active telephone lines.

Clients
From a client, an agent can type a URL into a web browser to pull the Contact
Center Agent Desktop application from the Contact Center Multimedia/
Outbound server to their desktop. The agent uses the Contact Center Agent
Desktop to handle the following types of contacts: inbound voice, outbound
voice, e-mail, and web communications.

From any client running the Contact Center Manager Administration web client,
supervisors or administrators can open the Outbound Campaign Management
Tool to create outbound campaigns and load them in to the Contact multimedia
database for execution.

Each client must have the following software installed:

Windows 2000 (service pack 4) or Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Microsoft .NET Framework version 1.1 software and .NET service pack 1
security file CCMM_Security_Profile.msi

24 Contact Center Multimedia/Outbound

May 2006

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Installation and Maintenance Guide

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Getting started

25
Getting started Standard 1.0

New in this release

This section provides a brief overview of the new features offered in Contact
Center Multimedia/Outbound 6.0.

Features

Outbound Campaign Management Tool

Use the Outbound Campaign Management Tool (OCMT) to create, modify, and
monitor outbound campaigns. A campaign is a group of outgoing calls from the
call center for a specific purpose, for example, customer satisfaction surveys.

The outbound administrator sets up and manages outbound campaigns. Use the
Outbound Campaign Management Tool to complete the following tasks:
Create campaigns with parameters such as start time, end time, and an
optional call script.
Import contact data. You can download contact data from a text file, from a
ODBC-compliant database, or you can enter the data manually. The
outbound contact data contains a list of names, addresses, telephone
numbers, and other recorded information.
Review contact data. When the data is loaded successfully in the database,
the call data is displayed in the Create and Append window on the Call
Settings tab. You can use this window to review and, if necessary, modify
the outbound contact data.
Develop and review agent call scripts.
Monitor the status of all campaigns, modify or cancel campaigns, or
resubmit or cancel any call within a campaign.

Contact Center Agent Desktop

Contact Center 6.0 provides a new Contact Center Agent Desktop. The Agent
Desktop is deployed using Microsoft Smart Client technology. The agent enters
a URL in Internet Explorer, and the Contact Center Agent Desktop is
downloaded using Microsoft .NET Framework 1.1 onto the agent’s computer.
The Agent Desktop is fully authenticated and digitally signed. Agents use the
interface to respond to contacts.

26 Contact Center Multimedia/Outbound

May 2006 Getting started

Agents use the Agent Desktop application to complete the following tasks:
log on and log off the application
change their status to ready or not ready
accept contacts
find a customer
find a contact
create an e-mail
create a scheduled callback
create a customer record
make a call
participate in outbound campaigns
activate emergency key (voice only)
transfer calls or contacts to another agent
conference-in other agents (voice only)
enter activity codes
enter Not Ready reason codes
get Help for the application

Server operating system

Contact Center Multimedia/Outbound is supported on Windows Server 2003
Enterprise Edition and Windows Server 2003 Standard Edition.

InterSystems Caché database

The Multimedia server uses an InterSystems Caché database server and its
associated web services, rather than the Sybase database from previous releases.
The database is installed during the Multimedia server software installation.

Installation and Maintenance Guide 27

Getting started Standard 1.0

Communication Control Toolkit server updates

The Nortel Communication Control Toolkit server in Release 6.0 replaces the
Telephone Application Programming Interface (TAPI) server. The
Communication Control Toolkit provides telephony control and contact delivery
to the Contact Center Agent Desktop. The Communication Control Toolkit
server delivers a single cross-portfolio multichannel API that helps to integrate
knowledge worker, self-service, and contact center solutions to your client
applications.

The new version of the Communication Control Toolkit provides more firewall-
friendly connections between the Agent Desktop and the Communication
Control Toolkit server. The Agent Desktop client runs on remote clients and
provides Citrix and Terminal Services environment support.

Open queue
Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced
by the software based, Open Queue technology, which can store up to 100 000
contacts for routing and reporting.

Simplified Administration utility

The Multimedia Administrator utility is used to configure the components
required for routing e-mail messages, web communications, and outbound calls.
You can perform the following functions in the Multimedia Administrator
application:
Configure servers.
Change administrator’s password.
Reset agent passwords.
Configure route points and timers for routing outbound campaigns.
Configure mailboxes, route points, rules, and closed reasons for routing
e-mail messages.
Configure route points and timers for web communication and text chat
Backup and restore the Caché database.
Archive and restore the Caché database.

Other functions have been moved to other applications and utilities within the
Contact Center portfolio in this release:

28 Contact Center Multimedia/Outbound

May 2006 Getting started

Reports are run using Contact Center Manager Administration.

All real-time displays are viewable through Contact Center Manager
Administration real-time displays.
The user and skillset information is provided by Contact Center Manager
Administration.

Installation and Maintenance Guide 29

Getting started Standard 1.0

How to use this guide

This guide covers the procedures for:

installing components for the Multimedia/Outbound server software
configuring the Outbound call routing
configuring the E-mail Manager and e-mail message routing
upgrading or migrating the server software
backing up, archiving, and restoring data
maintaining the server

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

Where to start in this guide

The following table provides some pointers on where to start for common
procedures:

If you want to do this Start here

Install the server software for the Chapter 2, “Installing the Multimedia/
Multimedia/Outbound server Outbound server.”

Upgrade your Symposium Web Client Chapter 3, “Upgrading from SWCP

Portal server release 4.0 to Contact Release 4.0.”
Center Multimedia/Outbound

Migrate Contact Center Multimedia/ Chapter 4, “Migrating Contact Center

Outbound version 6.0 to another server 6.0 to a new server.”

Create a warm standby installation of Chapter 5, “Installing the Redundancy

your Multimedia database server.”

30 Contact Center Multimedia/Outbound

May 2006 Getting started

If you want to do this Start here

Configure outbound routing Chapter 6, “Configuring outbound

settings and routing.”
Configure e-mail routing Chapter 7, “Configuring e-mail
settings and routing.”

Uninstall the Contact Center Manager Chapter 9, “Uninstalling the software.”

server

Using the Patch Viewer Chapter 10, “Using the Patch Viewer.”

Back up data in your database Chapter 11, “Maintaining the

database.”

Archive data in your database Chapter 12, “Archiving and restoring

data.”

Configure and interpret alarms and Chapter 13, “Alarms and events” and
events Appendix A, “Event codes.”

Set up security settings Chapter 14, “Managing security.”

Troubleshoot problems with your Chapter 15, “Troubleshooting” and

Contact Center Multimedia Chapter 16, “Using serviceability
installation tools.”

Understanding license requirements Appendix B, “Feature licensing.”

Installation and Maintenance Guide 31

Getting started Standard 1.0

Skills you need

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

Required experience or knowledge

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

32 Contact Center Multimedia/Outbound

May 2006 Getting started

For information about Refer to NTP number

Planning and Contact Center Planning and 297-2183-934

engineering guidelines, Engineering Guide
and server requirements

Nortel Contact Center – Manager 297-2183-935

CapTool User’s Guide

Server requirements Nortel Contact Center Server and 297-2183-263

Operating System Requirements
Guide

The Contact Center Contact Center What’s New in 297-2183-903

portfolio Release 6.0
Required installation Contact Center Installer’s Roadmap 297-2183-226
and server data (see www.nortel.com/pic)

Switch configuration Contact Center Communication 297-2183-931

Server 1000/Meridian 1 and Voice
Processing Guide

Contact Center – Manager Switch 297-2183-937

Guide for Communication Server
2X00/DMS

SIP Contact Center Switch 297-2183-962

Configuration Guide

Server operating system Contact Center Multimedia Server 297-2183-214

configuration and Technical Requirements and
requirements Operating System Configuration
Guide

Installation and Maintenance Guide 33

Getting started Standard 1.0

For information about Refer to NTP number

Contact Center 6.0 Security Guide

Contact Center Portfolio Service
Packs Compatibility and Security
Hotfixes Applicability List

Installation, upgrades, Contact Center Manager Server 297-2183-925

migration, and Installation and Maintenance Guide
maintenance
Contact Center Manager 297-2183-926
Administration Installation and
Maintenance Guide

Communication Control Toolkit 297-2183-946

Installation and Maintenance Guide

Contact Center Multimedia 297-2183-929

Installation and Maintenance Guide

Nortel Media Application Server 297-2183-227

Installation and Configuration Guide
for Contact Center 6.0
Handling contacts Contact Center Agent Desktop User 297-2183-945
Guide

34 Contact Center Multimedia/Outbound

May 2006 Getting started

How to get help

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

Finding the latest updates on the Nortel web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:

Link to Takes you directly to

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

Latest documentation The Nortel page for Contact Center documentation

located at http://www.nortel.com/helmsman.

Getting help from the Nortel web site

The best way to get technical support for Nortel products is the Nortel Technical
Support web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software, documentation, and product bulletins
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
sign up for automatic notification of new software and documentation for
Nortel equipment
open and manage technical support cases

Installation and Maintenance Guide 35

Getting started Standard 1.0

Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following web site to obtain the phone number
for your region:

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

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

36 Contact Center Multimedia/Outbound

Par t 1
Installing the Contact Center
Multimedia/Outbound server
software

Installation and Maintenance Guide 37

Standard 1.0

38 Contact Center Multimedia/Outbound

Chapter 2

Installing the Multimedia/Outbound

server

In this chapter
Overview 40
Section A: Preinstallation 43
Section B: Installation 61
Section C: Postinstallation 73
Section D: Client configuration 99
Section E: External component configuration 109
Section F: Contact Center Manager server configuration 113
Section G: CCMA server configuration 119
Section H: CCT server configuration 141
Section I: Contact type configuration 187
Section J: Agent configuration 215

Installation and Maintenance Guide 39

Installing the Multimedia/Outbound server Standard 1.0

Overview

This chapter describes how to install the full version of Contact Center
Multimedia/Outbound software on your server and how to configure the clients.

ATTENTION The procedures in this section describe installing the full

version of Contact Center Multimedia/Outbound version 6.0
for the first time. If you are upgrading from an earlier version of
Symposium Web Client, see Chapter 3, “Upgrading from
SWCP Release 4.0.” If you are reinstalling Contact Center
Multimedia/Outbound on a new server, see Chapter 4,
“Migrating Contact Center 6.0 to a new server.”

Possible alternative installations

The Contact Center Multimedia/Outbound software includes the Contact Center
Agent Desktop application. If you are not licensed for Multimedia or Outbound
contacts, you can install the Contact Center Agent Desktop application on your
Communication Control Toolkit Server. For more information about installing
the Contact Center Agent Desktop application on the Communication Control
Toolkit, or on another server, see the Communication Control Toolkit Installation
and Maintenance Guide.

What you need

The following checklist contains the software and equipment you must have to
install Contact Center Multimedia/Outbound 6.0 and configure contact types.

Description Done

All tasks and procedures in the Contact Center Multimedia Technical ❑

Requirements and Operating System Configuration Guide are
complete. You can get the latest copy of this guide on Helmsman
(www.nortel.com/helmsman).

The Nortel Contact Center DVD is available. ❑

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May 2006 Installing the Multimedia/Outbound server

Description Done

The Contact Center Manager server is installed and operational for ❑

voice contacts. For more information, see the Contact Center Manager
Server Installation and Maintenance Guide.

The Contact Center Manager Administration server is installed and ❑

operational for voice contacts. For more information, see the Contact
Center Manager Administration Server Installation and Maintenance
Guide.

The Communication Control Toolkit server is installed and configured, ❑

and TAPI is configured. For more information, see the Communication
Control Toolkit Installation and Maintenance Guide.

The Installer’s Road Map preinstallation checklist is completed and ❑

available for reference. You can get the latest copy of the Installer’s
Road Map from the Partner Information Center (www.nortel.com/pic).

The Contact Center Manager server, the Contact Center Manager ❑

Administration server, and the Communication Control Toolkit server
are on the same subnet and have good network connectivity.

Installation time
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 45
minutes
Installing the Server Software: 30 minutes
Postinstallation: 15 minutes

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.

Installation and Maintenance Guide 41

Installing the Multimedia/Outbound server Standard 1.0

DVD Drive: Internal IDE 8X DVD-ROM

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May 2006 Installing the Multimedia/Outbound server

Section A: Preinstallation

In this section
Step 1. Review the preinstallation instructions 44
Step 2. Read the relevant documentation and check for updates 45
Step 3. Install your remote support access tool 46

Installation and Maintenance Guide 43

Installing the Multimedia/Outbound server Standard 1.0

Step 1. Review the preinstallation instructions

Before you perform a new installation of the Contact Center Multimedia

software, you must ensure your hardware and software meet the specifications
described in the Contact Center Multimedia Technical Requirements and
Operating System Configuration Guide.

ATTENTION
Failure to review the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide can
result in errors and omissions when installing the software.

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May 2006 Installing the Multimedia/Outbound server

Step 2. Read the relevant documentation and

check for updates

Before you install the Contact Center Multimedia/Outbound software, check the
Nortel web site (www.nortel.com) or the Partner Information Center web site
(www.nortel.com/pic) for the following:
updated customer documentation and distributor technical references
installation addenda, such as Service Updates (SU) or Service Update
Supplements (SUS)

Installation and Maintenance Guide 45

Installing the Multimedia/Outbound server Standard 1.0

Step 3. Install your remote support access

tool

Nortel recommends that you install and configure a remote support access tool
before you install Contact Center Multimedia/Outbound so you can access
technical support during the installation procedure, if required.

Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure the Host Only version of pcAnywhere version 11.5
on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere
11.5 as your remote support access tool,” on page 47.

Alternatively, Nortel accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or for customers who are using Microsoft Remote
Desktop Connection as the remote support tool for all computers on their
network. For details about enabling Microsoft Remote Desktop Connection for
Administration, see “Using Microsoft Remote Desktop Connection as your
remote support access tool,” on page 59.

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.

Nortel provides guidelines for setting up remote support using a virtual private
network (VPN). For more information, see the Nortel Contact Center Planning
and Engineering Guide.

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May 2006 Installing the Multimedia/Outbound server

Installing pcAnywhere 11.5 as your remote support access tool

The following steps are general guidelines only. For complete information, see
the documentation included with the pcAnywhere software.

CAUTION

Risk of system failure

Before you install pcAnywhere version 11.5, ensure that the video
drivers on the Contact Center Multimedia/Outbound server are
current by consulting the driver manufacturers’ web sites for
available updates. Failure to check the video drivers can result in a
blue screen after you install pcAnywhere or after you perform an
operation such as a file transfer. For more information, refer to the
pcAnywhere web site at www.symantec.com/pcanywhere.

To install pcAnywhere
1 Log on to the Contact Center Multimedia/Outbound server as the local
administrator.
2 Insert the Nortel Contact Center DVD into the server.
3 Open the PCAnywhere folder.

Installation and Maintenance Guide 47

Installing the Multimedia/Outbound server Standard 1.0

4 Double-click the NTJK088A-02 - Host Only.exe file.

Result: The Symantic pcAnywhere installation program starts.

5 Click Next.
Result: The License Agreement window appears.
6 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
7 Enter your user name and company details, and then click Next.
Result: The Destination Folder window appears.
8 Accept the default location for installing the software, or click Change to
choose a custom location.
9 Click Next.
Result: The Ready to Install the Program window appears.
10 Click Install.
Result: The installation program installs the software. When it is finished,
the LiveUpdate window appears.
11 Click Next.
Result: The installation program installs any updates.
12 Click Finish when the updates are installed.

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May 2006 Installing the Multimedia/Outbound server

13 Click Finish when the installation is complete.

Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as the local administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and click
Yes to confirm.

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

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

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

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

To change the Windows access rights for pcAnywhere files

1 Ensure pcAnywhere is closed.
2 In Windows Explorer, navigate to folder where pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon, and then click Properties.
Result: The pcAnywhere Properties window appears.

Installation and Maintenance Guide 49

Installing the Multimedia/Outbound server Standard 1.0

4 Click the Security tab.

5 In the Name box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, ensure there is a check mark under Allow beside Full
Control.
7 Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later

Note: If you are using a modem connection with pcAnywhere, you must
configure your modem before you perform this procedure.
1 If it is not already started, start pcAnywhere 11.5 by logging on to the server
as the local Administrator, and then clicking Start > All Programs >
Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and click
Yes to confirm.
2 On the pcAnywhere manager (left side), select the Hosts option.

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May 2006 Installing the Multimedia/Outbound server

3 On the File menu, choose New Item > Connection Wizard.

Result: The Connection Wizard - Connection Method window appears.

4 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5 Click Next.
Result: The Connection Wizard - Authentication Type window appears.

6 Select I want to set up a user name and password to create a new type
of authentication.

Installation and Maintenance Guide 51

Installing the Multimedia/Outbound server Standard 1.0

7 Click Next.
Result: The Connection Wizard - Name and Password window appears.

8 In the User name box, type a name for the caller account. You can choose
any name, or you can use a name familiar to you, such as NGenDist.
9 In the Password box, type the password for the caller account.
10 In the Enter the password again box, type the same password again.

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May 2006 Installing the Multimedia/Outbound server

11 Click Next.
Result: The Connection Wizard - Summary window appears.

12 Review the summary.

13 Click Finish.
Result: The Hosts window reappears with the new account selected.
14 Type a custom name for this account to identify it in the list of caller
accounts.

Installation and Maintenance Guide 53

Installing the Multimedia/Outbound server Standard 1.0

15 Right-click the account name, and click Properties.

Result: The Host Properties: <account name> window appears.

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May 2006 Installing the Multimedia/Outbound server

16 Click the Settings tab.

17 Select Launch with Windows and Run minimized.

18 Click the Callers tab.

Installation and Maintenance Guide 55

Installing the Multimedia/Outbound server Standard 1.0

19 In the Caller list box, right-click the caller account you just created, and then
click Properties.
Result: The Caller Properties window appears.

20 Click the Privileges tab.

21 Click Superuser.

22 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to the IDs.

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May 2006 Installing the Multimedia/Outbound server

23 Click the Security Options tab.

24 Under Session options, ensure the Session options are set to Host and
Remote.
25 Under Login options, ensure Limit login attempts per call and Limit time
to complete login are selected and set to 3.

Installation and Maintenance Guide 57

Installing the Multimedia/Outbound server Standard 1.0

26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 If you want to assign a password to control who can modify the network
icon settings, click the Protect Item tab and type the password; otherwise,
skip to the next step.

ATTENTION If you select the Required to modify properties option on the

Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep it in a safe
place. If you forget the password, you cannot change any
settings.

30 Click OK to save all pcAnywhere host settings.

31 Optionally, repeat steps 2 to 30 to create another caller account of your
choice.
32 Close the Symantec pcAnywhere window.

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May 2006 Installing the Multimedia/Outbound server

Using Microsoft Remote Desktop Connection as your remote support

access tool
If pcAnywhere 11.5 is installed on your server, you do not need to enable
Microsoft Remote Desktop Connection as your remote support access tool.
Therefore, you can skip this procedure.

Microsoft Remote Desktop Connection for administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled.

To enable Microsoft Remote Desktop Connection for Administration

Note: To enable Microsoft Remote Desktop Connection for Administration, you

must be logged on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.
2 Click the Remote tab.

Installation and Maintenance Guide 59

Installing the Multimedia/Outbound server Standard 1.0

3 Select Turn on Remote Assistance and allow invitations to be sent

from this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

What is next?
Continue with installing the Contact Center Multimedia/Outbound server
software. For more information, see “Step 4. Install the Multimedia/Outbound
server software” on page 62.

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May 2006 Installing the Multimedia/Outbound server

Section B: Installation

In this section
Step 4. Install the Multimedia/Outbound server software 62
Step 5. Install the Multimedia/Outbound Service Updates 71

Installation and Maintenance Guide 61

Installing the Multimedia/Outbound server Standard 1.0

Step 4. Install the Multimedia/Outbound server

software

Follow the procedures in this section to install the Multimedia/Outbound server.

Note: The Contact Center Multimedia/Outbound installation contains all

components, but you can see only the components for which you are licensed.
All unlicensed components are blocked.

Checking prerequisites
Before the installation begins, the installation checks to ensure that the following
software is installed on the system:
Java Runtime Environment - Release 1.5.0
Microsoft .NET Framework - Version 1.1 with .NET service pack 1

The software is installed automatically if it is not already installed.

A check is also performed to ensure that:

The server is running Windows Server 2003 Enterprise or Standard version.
Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

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May 2006 Installing the Multimedia/Outbound server

Installing the Multimedia/Outbound server

1 Insert the Nortel Contact Center DVD into the DVD drive.

2 Select Contact Center Multimedia/Outbound.

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Installing the Multimedia/Outbound server Standard 1.0

3 Click Install.
Note: If either the Java Runtime Environment (JRE) or the Microsoft .NET
Framework is not installed, Contact Center Multimedia/Outbound installs it
automatically. Click OK to begin installation.

Result: The Welcome window appears.

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May 2006 Installing the Multimedia/Outbound server

4 Click Next.
Result: The License Agreement window appears.

5 Read the license agreement, select I accept the terms in the license
agreement, and then click Next.
Result: The Setup Type window appears.

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Installing the Multimedia/Outbound server Standard 1.0

6 Select CCMM Server, and then click Next.

Note: When you select the CCMM Server, you install the following
components:
Contact Center Multimedia (CCMM) database
Contact Center Multimedia (CCMM) services and utilities
Contact Center Multimedia (CCMM) Database Migration utility
Contact Center Agent Desktop client
Contact Center Outbound Campaign Manager Tool client
Note: For information about installing the Agent Desktop telephony toolbar
on your Communication Control Toolkit server for telephony-only
deployment, see the Communication Control Toolkit Installation and
Maintenance Guide.
Result: The CCMM Server Type window appears.

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7 Select Primary Server to install the production server, and then click Next.
Note: The Redundancy server is a warm standby server used for quick
recovery if the primary server fails. For more information about installing the
Redundancy server, see Chapter 5, “Installing the Redundancy server.”
Result: The Multimedia Server Configuration window appears.

8 Enter the host names for the following servers:

Note: The following server names must be entered. Use the information
documented in the Installer’s Road Map. Do not use the IP addresses for
the servers.
Contact Center Manager Server—The name of the server that routes
contacts to agents.
Contact Center License Server—The name of the server where the
license manager information is installed.
Telephony Server—The name of the server that provides telephony
control for agents on the Multimedia server (Communication Control
Toolkit server).
Contact Center Administration Server—The name of the server where
the administration information is configured (Contact Center Manager
Administration server).
Note: If you are licensed to use the e-mail feature, you can also enter the
server names for the following servers:

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Installing the Multimedia/Outbound server Standard 1.0

Inbound Mail Server—The name of your corporate e-mail server used

for inbound mail.
Outbound Mail Server—The name of your corporate e-mail server used
to send e-mail. The name of the inbound and outbound e-mail servers
can be the same.
Note: If you are licensed for the Web Communications feature, you can
also enter the server name for the following:
Web Communications Server—The name of the corporate server used
for web access and internet connections.
9 Click Next
Result: The Destination Location window appears.

10 Select the drives on which you want to install the Multimedia server
software and the Multimedia server database, and then click Next.
Note: Nortel recommends that you:
Install the Nortel Contact Center Multimedia server software on drive D,
and the Multimedia database on drive F.
Install the Multimedia server software on a separate drive from the drive
on which you installed your operating system.
Install the Multimedia database on a separate drive from the drive on
which you installed the Multimedia server software.

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May 2006 Installing the Multimedia/Outbound server

Ensure you have a minimum of 20 GB of disk space for the Multimedia

database. The recommended disk space handles 1 000 000 contacts.
After you select a drive, you can click Space to verify the amount of disk
space on the selected drive.
Note: If the installation program detects that you have not met the disk and
disk space requirements, you are asked to change the drives.

To change the destination locations, click Yes, and repeat step 10.
To leave the destination locations, click No.
Result: The Ready to Install the Program window appears.

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11 Review the information on the Installation Summary section of this window,

and then click Install.
Result: The Contact Center Multimedia/Outbound server software and
database are installed. The InstallShield Wizard Completed window
appears.

12 Click Finish.
13 When you are prompted, click Yes to restart the server.
Result: The installation is complete.

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Step 5. Install the Multimedia/Outbound

Service Updates

Before installing the Service Update (SU) or Service Update Supplement (SUS),
Nortel recommends that you verify the patch level currently installed on the
server by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer.
You cannot install a patch that is older than an update that is already installed.
Also, you cannot install a Service Update Supplement unless the applicable
Service Update is installed.

After you download and apply the latest Service Update, check to see if there are
any updates posted in the installation addenda on the following web sites:
www.nortel.com (for end customers)
www.nortel.com/pic (for distributors)

Follow the procedure in the Service Update Readme for information about
installing the latest Service Updates and Service Update Supplements for the
Contact Center Multimedia/Outbound software.

Note: If a large number of contacts are queued and Contact Center Manager
Server is restarted, Contact Center Manager server queues 5000 contacts per
hour. A period of time can elapse before your contacts are displayed in Real-
Time displays or assigned to agents.

What is next?
Configure the required settings for the Contact Center Multimedia/Outbound
server. For more information, see “Step 6. Provide local users with the Log on as
a service right” on page 74.

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Section C: Postinstallation

In this section
Step 6. Provide local users with the Log on as a service right 74
Step 7. Configure the shared inbound and outbound attachment folders 79
Step 8. Configure Internet Information Services (IIS) 91
Step 9. Verify the Multimedia database installation 94
Step 10. Other postinstallation tasks 97

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Step 6. Provide local users with the Log on as

a service right

You must configure two user types to access Contact Center Multimedia/
Outbound software. These user types are:
CCMMOPSUSR —The E-mail Manager service runs under the
CCMMOPSUSR account instead of the local system account so that this
service has permissions to stream attachment files to the inbound folder and
attach files to outgoing e-mail from the outbound folder. These permissions
must be attached to the folders. You must also set the password of the
CCMMOPSUSR so that the password never expires.
IUSR_<Servername>—The IUSR account is an IIS account used for all
communication between the Multimedia server and the Agent Desktop over
HTTPS (except for Communication Control Toolkit events over a
configurable port). Agents read and attach files through HTTP rather than
an open share, therefore, the attachment directories are defined as web
folders in IIS.

Note: You must configure CCMMOPSUSR only if you are licensed for e-mail
in your contact center.

Adding the users

1 On the Windows Start menu, click All Programs > Administrative Tools >
Local Security Policy.
Result: The Local Security Settings window appears.
2 Under Security Settings, double-click Local Policies in the left pane.
Result: The list expands to show the local security policy settings.

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3 Click User Rights Assignment.

Result: All rights that can be assigned to a user are displayed in the right
pane.

4 Double-click Log on as a service.

Result: The Log on as a service Properties window appears.
5 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.

6 Click Locations.

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7 In the Locations window, select the Contact Center Multimedia server name
from the list.
8 Click OK.
9 In the Enter the object name to select box, type CCMMOPSUSR.
10 Click Check Names to verify that the user name exists on the local
computer.
11 Click OK.
Result: The Logon as a service Properties window appears.
12 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.
13 Click Locations.
14 In the Enter the object name to select box, type IUSR_<Servername>
where <Servername> is the name of your Multimedia server.
15 Click Check Names to verify that the user name exists on the local
computer.
16 Click OK.
Result: The Logon as a service Properties window appears.
17 Click Apply to save the changes.
18 Click OK.
19 Close the Local Security Settings window.

Setting the password for CCMMOPSUSR

To set the password to never expires for CCMMOPSUSR, perform the following
steps.
1 Click Start > Control Panel> Administrative Tools > Computer
Management.
2 Click Local Users and Groups.

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3 Click Users.

4 Right-click CCMMOPSUSR, and then click Properties.

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5 On the General tab, select the check box Password Never Expires.
6 Click OK.

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Step 7. Configure the shared inbound and

outbound attachment folders

This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to “Step 9. Verify the Multimedia database installation” on page
94.

Access on a shared folder is determined through two sets of permission entries:

the permissions set on the share (called share permissions) and the permissions
set on the folder (called NTFS file and folder permissions).

You must provide access to a shared location for inbound and outbound e-mail
attachments. These shared locations must be shared for the user types you
configured in “Step 6. Provide local users with the Log on as a service right” on
page 74.

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Use the procedures in this section to configure the shared folders with the
required access permissions.

ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment
locations defined in this section. If required, you can choose a
different location for the inbound and outbound shared e-mail
folders. If you choose a different location, you must ensure
that you:
Create the inbound e-mail attachment folder with the path
MailAttachments/Inbound.
Create the outbound folder with the path MailAttachments/
Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Set the NTFS access permissions for CCMMOPSUSR and
IUSR_<Servername>.
Configure the correct folders in the e-mail attachment
locations in the Multimedia Administrator application. For
more information, see the Multimedia Administrator online
Help.

Setting up the inbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on
which you installed your Contact Center Multimedia database.
3 Locate the folder Inbound.
4 Right-click the inbound folder, and select Properties.

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5 Click the Sharing tab.

6 Select the Share this folder option.

7 In the Share name box, type inboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.
10 Click Permissions.
Result: The Permissions for inboundattachment window appears.
11 Click Add.
12 Click Locations.
13 In the Locations window, select the Contact Center Multimedia server name
from the list.
14 Click OK.
15 In the Enter the object name to select box, type CCMMOPSUSR.

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16 Click Check Names to verify that the user name exists on the local
computer.

17 Click OK.
Result: The Permissions for inboundattachment window appears and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).
19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

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20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where

<Servername> is the name of the Multimedia server.
22 Click OK.

23 Select the Internet Guest Account (IUSR_<Servername> account).

24 Allow Full Control permissions for the Internet Guest Account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.

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28 Click OK.
29 Click Apply to save the changes to permissions for this folder.
30 On the Inbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

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36 For the IUSR account, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.
37 Click Apply to save the changes to permissions for this folder.
38 Click OK to complete the setup of the Inbound Attachments Share.

Setting up the outbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on
which you installed your Contact Center Multimedia database.
3 Locate the folder Outbound.
4 Right-click the Outbound folder, and select Properties.
5 Click the Sharing tab.

6 Select the Share this folder option.

7 In the Share name box, type outboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.

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10 Click Permissions.
Result: The Permissions for outboundattachment window appears.
11 Click Add.
12 Click Locations.
13 In the Locations box, select the Contact Center Multimedia server name
from the list.
14 Click OK.
15 In the Enter the object name to select box, type CCMMOPSUSR.
16 Click Check Names to verify that the user name exists on the local
computer.

17 Click OK.
Result: The Permissions for outboundattachment window appears and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).

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19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where <Servername>

is the name of the Multimedia server.

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22 Click OK.

23 Select the Internet Guest account (IUSER_<Servername> account).

24 Allow Full Control for the Internet Guest account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.
28 Click OK.
29 Click Apply to save the changes to permissions for this folder.

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30 On the Outbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

33 For the CCMMOPSUSR account, select the following permissions: Read &
Execute, List Folder Contents, Write, and Read.
34 Click Add to add a new user.
35 In the Object name box, type IUSR_<Servername>.
36 For the IUSR account, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.

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37 Click Apply to save the changes to permissions for this folder.

38 Click OK to close the Outbound Properties box.
39 Close Windows Explorer.

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Step 8. Configure Internet Information

Services (IIS)

Configure IIS on your Contact Center Multimedia server to configure the MIME
types required by Contact Center Agent Desktop.
1 On your Contact Center Multimedia server Start menu, right-click My
Computer, and then click Manage.
2 Expand Services and Applications.
3 Expand Internet Information Services.
4 Expand Web Sites
5 Right-click Default Web Site, and select Properties.
Result: The Properties window appears.

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6 Click the HTTP Headers tab.

7 Click MIME Types.

8 Click New.
9 In the Extension box, type .dic.
10 In the MIME Type box, type application/octet-stream.

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11 Click OK.
12 Click New.
13 In the Extension box, type .eml
14 In the MIME Type box, type application/octet-stream.
15 Click OK.
16 Click Apply to save the changes.
Note: If you are prompted to select any subfolders which inherit the
changes, select those in the Agent Desktop hierarchy.
17 Close the Computer Management window.

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Step 9. Verify the Multimedia database

installation

Follow the procedures in this section to verify the installation of the Multimedia
database.

Setting web content permissions

Web permissions control access to virtual directories on the Multimedia server
for Multimedia clients.

To set web content permissions

1 On the Windows Start menu, select All Programs > Administrative Tools
> Internet Information Services (IIS) Manager.
2 Click the plus sign (+) to expand the server folder. The server folder has the
same name as your server.

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3 Click Web Services Extensions.

4 On the right side of the IIS Window, click the Extended tab if it is not
already open.
5 Select Active Server Pages.
6 Click Allow (if Active Server Pages are not already allowed).
7 Close the Internet Information Services (IIS) Manager window.

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Verifying the web services

1 On the Multimedia/Outbound Server, open Internet Explorer.
2 Browse to http://localhost/csp/multimedia/ws.Contact.cls.
Result: The following web page appears, indicating successful verification
of the web services.

Note: If the web page does not appear, contact your Nortel technical
support prime.

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Step 10. Other postinstallation tasks

You can perform the following postinstallation tasks.

Changing your event viewer settings

Based on the size of your contact center, you can change the size of your
Windows Application Log that hold events produced by the Contact Center
Multimedia Server application. For more information, see “Creating Log
reports” on page 867.

Configuring SNMP (optional)

If you are using the Windows Simple Network Management Protocol (SNMP)
service to forward traps, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the Network Management
System (NMS).
Configure the NMS.

For more information, see “Configuring the Windows SNMP service on the
server” on page 872.

Configuring security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Multimedia server, see “Using the Windows Server 2003 Security
Configuration Wizard” on page 882.

What is next?
Ensure your clients meet the requirements for your client applications. For more
information, see “Step 11. Check the requirements for each client” on page 100.

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Section D: Client configuration

In this section
Step 11. Check the requirements for each client 100
Step 12. Install .NET Framework on clients 103
Step 13. Configure access to client applications 105

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Step 11. Check the requirements for each

client

The Contact Center Agent Desktop and Outbound Campaign Management Tool
are client applications installed on the Contact Center Multimedia/Outbound
server.

From a client, an agent types a URL into a web browser and pulls the Contact
Center Agent Desktop application from the Contact Center Multimedia/
Outbound server to their desktop. The agent uses the Contact Center Agent
Desktop to handle the following types of contacts: inbound voice, outbound
voice, e-mail, and web communications.

From a client, supervisors or administrators can open the Outbound Campaign

Management Tool from the Contact Center Manager Administrator to create
outbound campaigns and load them to the Contact Center Multimedia/Outbound
server for execution.

Verifying requirements
Before you work with the client, follow the steps in this section to make sure you
have the required information and materials for using the clients.

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1 Obtain the user ID and password that you need to log on to the client. On a
Windows 2000 Professional or Windows XP Professional client, you need
an account that has local administrative privileges.
2 Check that you have the following hardware. For complete details, see the
Contact Center Planning and Engineering Guide:

Description Done

Client hardware
Each client running the Contact Center Multimedia server client
applications has the following elements:
Intel Pentium III 733 MHz CPU ❑
256 MB RAM ❑
4 GB disk space ❑
7200 rpm hard disk drive IDE/SCSI Bus ❑
VGA color monitor ❑
keyboard ❑
Microsoft-compatible mouse ❑
Network interface card (100 Mb/s Ethernet) ❑
Network connection to the Nortel server subnet ❑
TCP/IP ❑
Optional requirements:
4-speed or higher CD-ROM drive ❑
sound card ❑

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Description Done

Client software
Clients have one of the following operating systems: Windows
❑
2000 Professional with service pack 4 or Windows XP
Professional with service pack 2
❑
Microsoft .NET Framework 1.1 with service pack 1 (See “Step
12. Install .NET Framework on clients” on page 103)
❑
CCMM_Security_Policy.msi (See “Step 13. Configure access
to client applications” on page 105”)
❑
Internet Explorer 5.5 or later

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Step 12. Install .NET Framework on clients

The .NET Framework version 1.1 and .NET service pack 1 must be installed on
the clients before you can run an application such as the Contact Center Agent
Desktop application or the Outbound Campaign Management Tool.

Note: You cannot install two different language versions of the .NET
Framework on the same client. If you want to view .NET Framework
applications in a different language, you must download the appropriate
language version of the .NET Framework language pack.

Prerequisites for installing the .NET Framework

Each client must meet the following requirements before you install the .NET
Framework version 1.1 software and .NET service pack 1:
Windows 2000 Professional (service pack 4) or Windows XP Professional
(service pack 2)
Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client

If your clients are running the latest version of Windows XP or Windows 2000,
check to see if the correct version of the .NET Framework version is already
installed.
1 On the client, click Start > Settings > Control Panel.
2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.

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4 Click the support link.

5 Verify that the version is 1.1.4322. If the version is not correct, you must
install the latest version of the Microsoft .NET Framework.
6 Click Close.
7 Close the Add and Remove Programs window.

Installing the .NET Framework on a client

1 Log on to the client as the local administrator.
2 On the client, open the DVD folder CCMM/
Microsoft .NET Framework 1.1 Redistributables.
3 Double-click dotnetfx.exe to install the .NET Framework version 1.1.
4 When prompted to install the Microsoft .NET package, click Yes.
5 When the installation is complete, click OK.
6 On the client, open the DVD folder, CCMM/
Microsoft .NET Framework 1.1 Redistributables/service pack 1.
7 Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service
pack 1.
8 When the installation is complete, click OK.

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Step 13. Configure access to client

applications

The Contact Center Agent Desktop and Outbound Campaign Management Tool
applications are based on Microsoft .NET technology. The .NET deployment
model is based on clients pulling the latest version of an application from a Web
server. This .NET deployment provides the benefit of deploying a thick client
using thin-client technology and the ability to automatically update the
applications based on updates and patches on the server.

Accessing the Web server introduces the potential for a client to download
malicious code. The following information provides the procedures to set the
security and to deploy the Contact Center Agent Desktop and Outbound
Campaign Management Tool with minimal risk.

The Nortel Multimedia security policy file, CCMM_Security_Policy.msi

(Microsoft Installer), contains a policy level for the client to download and run
assemblies with a particular strong name. A strong name consists of the
assembly identity (name, version number, private key) and a public key. The
Outbound Campaign Management Tool and the Contact Center Agent Desktop
assemblies are digitally signed with a strong name based on the private key.
After it is installed, the CCMM_Security_Policy.msi file instructs the clients to
trust the assemblies with the strong name assigned to the Outbound Campaign
Management Tool and the Contact Center Agent Desktop. You can install the
CCMM_Security_Policy.msi file while you are logged on to the server as the
local administrator.

Installing the CCMM_Security_Policy.msi file

You must install the current Nortel CCMM_Security_Policy.msi file that is
included in the latest Service Update. For more information about the latest
Service Update, visit www.nortel.com.

There are three methods to install the security policy:

a manual installation, recommended to test the client applications on one or
two clients

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SMS, recommended by Nortel, to install the msi file on multiple clients

Windows group policy to install the .msi file on multiple clients

Note: If a client is outside the Multimedia server domain, then make the
CCMM_Security_Policy.msi file available to the client from a secure network
drive.

Manual installation
1 Log on to the client as the local administrator.
2 Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.
3 Double-click CCMM_Security_Policy.msi to install the file.
Result: The security policy file is applied.

SMS
Because installation procedures through an SMS system can vary from one
company to the next, follow your company guidelines to install the
CCMM_Security_Policy.msi file for the SMS clients on your network. For more
information, see the documentation on the Microsoft web site at
http://www.microsoft.com.

Note: An experienced system administrator can deploy the

CCMM_Security_Policy.msi file.

Group policy
In addition to using an SMS server, a system administrator can install the
CCMM_Security_Policy.msi file on clients within the same domain using a
Windows group policy. For details, see document 324750 on the Microsoft
knowledge base.

Confirming that the security policy is applied

To confirm that the security policy is applied on any client, perform the
following check:
1 On the Windows Start menu, click Settings > Control Panel >
Administrative Tools > Microsoft .Net Framework 1.1 Configuration.
2 Expand Runtime Security Policy > Machine > Code Groups > All_Code.

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3 Verify that you see Code Groups named CCMM and SHDocVw as shown
below.

What is next?
Begin configuring the other components required for routing Multimedia
contacts. For more information, see “Step 14. Configure phonesets on the switch
for each agent” on page 110.

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Section E: External component

configuration

In this section
Step 14. Configure phonesets on the switch for each agent 110
Step 15. Create a Windows user for each agent 111
Step 16. Configure the e-mail server 112

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Step 14. Configure phonesets on the switch

for each agent

You must ensure that the phonesets are configured on the switch. For more
information, see the Contact Center, Communication Server 1000/Meridian 1
and Voice Processing Guide.

You need to configure phonesets for agents that handle voice or outbound
contacts. Agents who handle only e-mail contacts do not require a phoneset.

Checklist for agent phonesets

To configure agent phoneset terminal numbers (TN) on the switch for use with
the Communication Control Toolkit, you must complete the tasks in this
checklist.

CS 1000/Meridian 1 for the agent Done

Create a terminal number (TN) entry for each contact center agent ❑
as per instructions in the Contact Center Manager Server
Installation and Maintenance Guide.
Ensure that key 0 has Automatic call distribution call (ACD) ❑
functionality. TNs can be configured with a Contact Center
Manager Server-specific ACD queue or a normal ACD queue used
for both voice and media.

If you are enabling outbound or scheduled callback dialing, ensure ❑

that a personal Dialed Number (DN) key is created on the contact
center agent phoneset.

Enable Associated Set Assignment (AST) for the ACD key and for ❑
one of the other personal DN keys.
Note: AST can only be configured on a maximum of two keys.

Ensure that the Meridian Link Unsolicited Status Message (USM) ❑

group (IAPG option) is enabled.

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Step 15. Create a Windows user for each agent

A Windows user account defines the actions a user can perform. You must create
each user on the domain used by the contact center for agent resources.

You must be logged on as the domain administrator or a member of the

administrators group to create user accounts.

Creating a user account

1 Log on to the relevant domain controller with administrative privileges.
2 Open Active Directory Users and Computers. Click Start > All Programs >
Administrative Tools > Active Directory Users and Computers.
3 Select the Domain used for Contact Center Agent Resources.
4 On the Action menu, click New > User.
5 Complete the relevant user details such as first name, last name, and user
logon name and then click Next.
6 Enter and confirm the user password, and then click Next.
Note: A Microsoft Exchange e-mail mailbox for users is not required by
Contact Center Multimedia, however, you can create a mailbox for the
agent depending on your user requirements.
7 Review the user details.
8 Click Finish to create the Windows user.

Security
To improve the security of a password, use at least two of these elements:
uppercase letters, lowercase letters, and numbers. The more random the
sequence of characters, the more secure the password.

If you want to set up other password requirements such as minimum length,

expiration time, or uniqueness, open Group Policy and go to Password Policy.

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Step 16. Configure the e-mail server

This step must only be completed if you are licensed for e-mail contacts in your
Multimedia contact center.

Configure and create the required mailboxes to use with Contact Center
Multimedia. Use the documentation supplied with your e-mail server software to
configure the mailboxes to be used for receiving contacts.

What is next?
Configure the required elements in the Contact Center Manager Server. For
more information, see “Step 17. Enable Open Queue” on page 114.

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Section F: Contact Center Manager

server configuration

In this section
Step 17. Enable Open Queue 114
Step 18. Ensure the CCT server is configured 117

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Step 17. Enable Open Queue

Open Queue is a licensed feature on Contact Center Manager Server. If the

feature is enabled, Contact Center Multimedia/Outbound is used to route, create,
read, and delete contacts in Contact Center Manager Server.

The License Manager must contain the correct license information to provide
Open Queue feature. For a description of the licensing, see Appendix B,
“Feature licensing.”

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Enabling Open Queue

1 On the Start menu of the Contact Center Manager Server, choose All
Programs > Nortel Contact Center > Server Setup Configuration.
Result: The Nortel Contact Center Management Server Setup
Configuration Utility window appears.

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2 Click the License Manager tab.

Result: The License Manager page appears.

3 From the CCMS Optional Package list, select Open Queue.

4 Continue with “Step 18. Ensure the CCT server is configured” on page 117.

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Step 18. Ensure the CCT server is configured

You must ensure that the Communication Control Toolkit server is configured in
Contact Center Manager Server.
1 In the Server Setup Configuration Utility window, click the CCT Server tab.

2 If you are using a remote Communication Control Toolkit server, select the
Use a remote CCT server check box.
3 Ensure the CCT server host name is correct.
4 Keep the default CCT port numbers. For more information about
Communication Control Toolkit port numbers, see the Communication
Control Toolkit Technical Requirements and Operating System
Configuration Guide and the Communication Control Toolkit Installation and
Maintenance Guide.

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5 Click OK.
Result: The Manager Server window appears.

6 Click Yes.
Result: The server is configured.

7 Click OK.
Result: The following window appears.

8 Click Yes to restart the server.

9 After you restart the sever, Contact Center Manager Server is Open
Queue-enabled and configured for use with the Communication Control
Toolkit server.

What is next?
Configure the required resources in the Contact Center Manager Administration.
For more information, see “Step 19. Refresh the Contact Center Manager
Server” on page 120.

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Section G: CCMA server configuration

In this section
Step 19. Refresh the Contact Center Manager Server 120
Step 20. Configure the agent phonesets 123
Step 21. Create required multimedia skillsets 126
Step 22. Create supervisors and agents 129
Step 23. Create route points 132
Step 24. Configure the sample multimedia scripts 134
Step 25. Add the Multimedia Server to CCMA for reporting 137

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Step 19. Refresh the Contact Center Manager

Server

When you enable Open Queue, you must refresh Contact Center Manager
Server before you can see the multimedia contact types.

Logging on to the Contact Center Manager Administration

1 Start Internet Explorer.
2 In the Address box, type http followed by the server name. For example,
http://<Contact Center Manager Administration Server name>.
3 Press Enter.
Result: If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager
Administration server displays the Contact Center Multimedia/Outbound
main logon window.

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4 Enter your webadmin user ID and password in the boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

Refreshing a server

ATTENTION
Only the default administrator, webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager
Server.
Only one webadmin can log on to Contact Center Manager
Administration at one time.

1 Log on to Contact Center Manager Administration. For instructions, see

“Logging on to the Contact Center Manager Administration” on page 120.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
Result: The system warns that all browsers using Contact Center Manager
Administration must be refreshed. If there has been a feature change to the
Contact Center Manager Server, the change is not reflected in each
browser until it is refreshed.
6 Click Yes.
Result: The system refreshes the server in the system tree.

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Step 20. Configure the agent phonesets

You must add and acquire each phoneset that an agent or supervisor uses to log
on to the system. When Contact Center Manager Server acquires a phoneset, the
Communication Server 1000/Meridian 1 PBX switch begins sending messages
about these phonesets to the system.

Note: After you save a phoneset, you cannot modify it. You must delete your
saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset
Note: Before you perform this procedure, you must configure the phoneset on
the switch. For more information, see “Step 14. Configure phonesets on the
switch for each agent” on page 110.

Repeat these procedures for each phoneset you want to add.

1 Log on to Contact Center Manager Administration. For more information,
see “Logging on to the Contact Center Manager Administration” on page
120.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, double-click the server in Contact Center Manager

Server to which you want to add the phoneset. The server expands to show
the resources.
4 Click Phonesets and Voice Ports.
Result: The Phonesets/Voice Ports window appears.

5 In the Name box, type the name of the phoneset as you want it to appear in
reports.
6 In the Type box, select the type of terminal.
7 In the Address box, type the address of the phoneset on the telephony
server.
8 In the Channel box, type the channel number.
9 Click in any other row of the table. The system adds the phoneset, and Not
Acquired appears in the Status column.

Acquiring a phoneset
You must acquire each phoneset so that the switch sends a message to the system
when the agent logs on to the phoneset.

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1 In the Phonesets/Voice Ports window, in the table, select the Acquired

check box in the row containing the phone set that you want to acquire.
Note: Clear the Acquired check mark to deacquire the phoneset.
2 Click in any other row in the table to save your action. The system acquires
or deacquires the phoneset, and the status appears in the Status column.
Note: Click Refresh Status to view the current status of the acquisition or
de-acquisition.

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Step 21. Create required multimedia skillsets

Use the following procedure to create a multimedia skillset. Repeat this

procedure for every skillset you want to create.

You must create skillsets for the contacts you are eligible to receive or send. You
must have at least one skillset for each type of contact. For this purpose, a
default skillset is created in Contact Center Manager Administration. For e-mail
contacts, you must configure a skillset for each mailbox from which you want to
send a reply.

Adding a local multimedia skillset

1 Log on to the Contact Center Manager Administration.
2 Click Configuration.
Result: The Configuration window appears.

3 In the system tree, double-click the server in Contact Center Manager

Server to which you want to add the skillset. The server expands to show
the resources.
4 Click the Skillsets folder.
Result: The Skillsets window appears in the right pane.

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5 In the next available row, in the Skillset Name box, type the name for the
skillset.
Note: If you are creating an e-mail skillset, the prefix EM_ must appear
before the skillset name. If you are creating an outbound skillset, the prefix
OB_ must appear before the name. If you are creating a Web
Communication skillset, WC_ must proceed the name. If you use any other
prefix, the skillset is assigned to voice contacts.
6 From the Default Activity Code list, select the activity code that is
registered whenever this skillset is used. This number must be defined in
the system already.
7 From the Threshold Class list, select the threshold class associated with
this skillset.
8 From the Call Age Preference list, select how you want to configure the
order of calls in the queue. If you want to give priority to the oldest call in the
system, select Oldest.
Note: All skillsets used by Contact Center Multimedia must have the Call
Age Preference set to Oldest to ensure that the contact that is in the system
for the longest time is presented to an agent first.
9 Optionally, in the Map to ACD-DN box, type the ACD-DN number to which
the skillset can be mapped. If you map the skillset to an ACD-DN, calls to
that ACD-DN are pegged against the skillset in reports.
10 From the Out of Service Mode list, select a value to take the skillset offline
and specify the service mode for the manual night service switch.

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11 Optionally, in the Comment box, type any comments you have about the
skillset.
12 Press tab to save your changes.

For more information about creating networking skillsets, see the Contact
Center Manager Administration online Help.

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Step 22. Create supervisors and agents

Supervisors review information about agents who report to them in the contact
center.

You must configure agents who handle Multimedia contacts the correct skillsets
defined in Contact Center Manager Administration.

Adding a supervisor
1 Log on to Contact Center Manager Administration.
2 Click Contact Center Management.
3 On the system tree, click the Contact Center Manager Server under which
you want to add the supervisor.
Note: Before you can add a new supervisor, you must select a server from
the server tree.
4 On the Contact Center Management menu bar, click Add > Supervisor.
Result: The New Supervisor Details window appears.
5 Enter the following mandatory information about the supervisor:
first name
last name
phoneset login ID
telephony/port address
6 Enter any optional information about the supervisor (for example, title or
department).
7 If the supervisor must log on to the Contact Center Manager Administration
server and use Contact Center Manager, enter a Contact Center Manager
Administration user ID and password for the supervisor.
8 Click Submit to save the new supervisor profile.

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Adding an agent
1 Log on to the Contact Center Manager Administration.
2 Click Contact Center Management.
3 On the system tree, click the Contact Center Manager Server under which
you want to add the agent.
4 On the Contact Center Management menu bar, click Add > Agent.
Result: The New Agent Details window appears.

5 Enter the following mandatory information about the agent:

first name
last name
login ID
primary supervisor
call presentation
threshold

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6 Enter any optional information about the agent (for example, title,
department, or comments).
7 Click Contact Types to display the list.
8 Assign Contact Types to the agent by selecting the relevant check boxes.
9 Click Skillsets to display the list.
10 Within the Skillsets area, click List All to list all skillsets configured on the
server.
Note: If you do not see a skillset to which you need access, because it is
not included in your partition. Contact your administrator and request that
the skillset is added to your partition.
11 In the table listing all skillsets, select the priority numbers beside the
skillsets to which you want to assign the agent, or select Standby to put the
agent in standby mode for this skillset. Skillset priority can range from 1 to
48, with 1 being the highest priority for this skillset.
12 If you have administrator privileges, you can now add this new agent to the
partitions that are assigned to the agent’s supervisor (instead of doing so in
Access and Partition Management). Click the Partitions drop-down
heading. The list of partitions configured on the server appears.
13 Select the check boxes beside the partitions to which you want to add the
new agent.
14 Click Submit to save your changes.

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Step 23. Create route points

Route points are used to assign a destination for the multimedia contacts that are
assigned to skillsets.

If you add an Open Queue CDN (route point) you do not need to configure the
CDN (route point) to the switch.

Adding a CDN (route point) on an Open Queue-enabled server

1 Log on to the Contact Center Manager Administration.
2 On the system tree, double-click the server in Contact Center Manager
Server to which you want to add the Open Queue CDN (route point). The
server expands to reveal its resources.
3 Click the CDNs (route points) heading.
Result: The CDNs (route points) window appears.
4 Select the OpenQueue tab.
5 In the Name box, type the name of the Open Queue CDN (route point) as
you want it to appear in reports.
6 In the CDNUri box, type a value for the Universal Resource Indicator (URI)
of the Open Queue CDN (route point).
7 From the Call Type list, select Open Queue Local if you want to use the
Open Queue CDN (route point) for local calls or select Open Queue
Network if you want to use the Open Queue CDN (route point) for network
calls.
Note: You must enable the networking option if you want to use the Open
Queue CDN (route point) for network calls.
8 Click in any other row of the table.
Result: The system adds the Open Queue CDN (route point), and Not
Acquired appears in the Status column.

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Acquiring an Open Queue CDN (route point)

After you add a CDN (route point) to Contact Center Manager Server, you must
acquire it to enable the system to track calls terminated on it.
1 In the Open Queue table of the CDNs (Route Points) window, select the
Acquired check box in the row containing the Open Queue CDN (route
point) that you want to acquire.
Note: Clear the Acquired check box to deacquire the Open Queue CDN
(route point).
2 Click in any other row in the table to submit/save your action.
Result: The system acquires or deacquires the Open Queue CDN (route
point), and the status appears in the Status column.
Note: Click Refresh Status to view the current status of the acquisition or
deacquisition.

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Step 24. Configure the sample multimedia

scripts

Scripts for Contact Center Multimedia correctly route multimedia contacts.

Sample scripts are provided in the scripting application. Nortel recommends that
you integrate these sample scripts with your existing Contact Center Manager
Server scripts so that multimedia contacts are routed correctly; however, you
may need to customize the sample scripts.

For more information about Multimedia scripts, see the Contact Center
Scripting Guide.

The sample scripts demonstrate the following functionality:

queuing a contact to a multimedia skillset using the contact
intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY
queuing a contact to a multimedia agent using the contact
intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY
handling scheduled contacts that have a callback date and time set using the
contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR
queuing contacts that were pulled by an agent using the Agent Desktop
using the contact intrinsic QUEUETYPE

The following sample scripts are included:

c_Master_Handles_Multimedia—This script passes execution for
multimedia contacts to the relevant primary script for the contact type. You
must add necessary voice handling sections to the master script.
EM_Email_Primary—This primary script is executed for e-mail contacts.
The script passes execution to the c_Scheduled_Contact_Handler script. E-
mail contacts are pegged against this application in both historical reports
and real-time displays.
OB_Outbound_Primary—This primary script is executed for outbound
contacts. The script passes execution to the c_Scheduled_Contact_Handler
script. Outbound contacts are pegged against this application in both
historical reports and real-time displays.

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WC_Web_Primary—This primary script is executed for web

communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
c_Scheduled_Contact_Handler—This script checks if the current date
and time is greater than the callback date and time of the contact. If so, the
script immediately passes execution to the c_Queue_Multimedia_Contact
script; otherwise, the script stays in a loop until the callback date and time
arrives and passes execution to the c_Queue_Multimedia_Contact script.
c_Queue_Multimedia_Contact—This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged on, the script queues the
multimedia contact to its assigned skillset.

Importing sample scripts

When you install Contact Center Manager Administration, the system
automatically installs the sample scripts in the following folder on Contact
Center Manager Administration server:

C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is

the drive on which you installed Contact Center Manager Administration.

You can use the sample Multimedia scripts in Contact Center Manager by
importing them into either an existing script or a new script in the Scripting
component. The Import command adds the text of the imported sample script at
the end of any text in the current script.

You can import a sample script into Contact Center Manager Administration in
two ways:
To import a sample script into an existing script, in the Script Manager,
double-click the script into which you want to import the sample script. The
script opens in the Script Editor.
To import a sample script into a new, blank script, right-click on the Script
Manager folder and select New from the resulting menu. The Script Editor
opens with a blank starting page.

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To import a sample script

1 From the Contact Center Manager Administration Lauchpad, click
Scripting.
2 Right-click on the Script Manager folder.
3 Select New.
Result: The Script Editor window appears.
4 In the Script Editor window, click File > Import.
Result: The Import window appears.
5 Select the From Server option button, and then navigate to the location on
the server where the sample scripts are stored.
6 Select the sample script that you want to import.
7 Click Open.
Result: The system adds the text of the sample script to the end of the
current script, or to the place at which you put your cursor before importing
the script.

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Step 25. Add the Multimedia Server to CCMA

for reporting

After the Contact Center Multimedia/Outbound server is installed, you must

configure Contact Center Manager Administration with the name and IP address
of the new Multimedia server.

You must log on to Contact Center Manager Administration as the web

administrator.

ATTENTION
Risk of interrupting another user
Only one person at a time can log on as the web administrator
in Contact Center Manager Administration.

Adding the Contact Center Multimedia/Outbound server

1 Log on to the Contact Center Manager Administration.
2 Click Configuration.

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3 On the Server menu, in the top left corner, click Add Server.

4 In the Server Name box, type the name of the Contact Center Multimedia/
Outbound server.
When you enter the Contact Center Multimedia server name, the system
automatically completes the IP address and display name.
5 In the Login ID box, type the ID for the reporting user for the server. The
Login ID for the Multimedia server is always mmReport.
6 In the Password box, type the password for the reporting user for the
server. The default user password is mmRep.
Note: You can change the Reporting user password in the Multimedia
Administrator.
7 From the Type list, select CCMM.
8 Click Submit.

Associating the reporting server to a Contact Center Manager Server

You must associate the Contact Center Multimedia/Outbound server that is
required for reporting with the configured Manager server.

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1 Log on to Contact Center Manager Administration.

2 Click Configuration.
3 Below the Server menu, in the top left corner, select the Contact Center
Manager Server that you want to associate a server with, right-click, and
then click Edit Properties.

4 Under Associated Reporting Server, click the Select box next to the
Multimedia server you added.
Note: Only associate one of each type of server with a Contact Center
Manager Server. If you associate more than one of the same type of server
with a Contact Center Manager Server, then the first one assigned is used.
5 Click Submit.
6 On the Launchpad menu, click Log out.

What is next?
Configure the Communication Control Toolkit resources. For more information,
see “Step 26. Import the agent phonesets to the TAPI database” on page 142.

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Section H: CCT server configuration

In this section
Step 26. Import the agent phonesets to the TAPI database 142
Step 27. Configure the Content Management Framework option 151
Step 28. Import the contact center users into CCT 159
Step 29. Import the terminals and addresses into CCT 163
Step 30. Import the Windows users into CCT 168
Step 31. Import the agent workstations into CCT 172
Step 32. Map terminals to workstations (optional) 176
Step 33. Map users to addresses, terminals, and contact center users 179

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Step 26. Import the agent phonesets to the

TAPI database

Download information from the CS1000/Meridian 1 switch to the TAPI

database.

Downloading information from the CS 1000/Meridian 1 switch

Before you download information from the CS 1000/Meridian 1 switch, you
must create a switch configuration information text file on the TAPI server.

To create a switch configuration information text file

Note: To complete these steps, ensure that a cable is connected from the server
to the switch.
1 Open a text editor (such as Notepad).
2 Create a new text file called download.txt.
3 Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\
directory on the Communication Control Toolkit server.
4 On the Start menu, choose All Programs > Accessories >
Communication > HyperTerminal to connect to the CS 1000/Meridian1
switch from the Communication Control Toolkit server.
Note: If HyperTerminal is not in the Communication menu, go to Start >
Control Panel > Add or Remove Programs. Add HyperTerminal by
selecting Add/Remove Windows Components, then navigate to
Accessories and Utilities, and click Details. Select Communication, and
click Details. Select HyperTerminal, and click OK. HyperTerminal is

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installed from the Windows installation CD; therefore, the Windows

installation CD must in the drive.
Result: The following dialog box appears.

5 Enter the name for the connection.

Result: The Connect To dialog box appears.

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6 In the Connect using list, choose COM1 or the COM port connected to the
CS 1000/Meridian 1 switch.
Result: The COM1 Properties dialog box appears.

7 Verify the information in this dialog box, make any necessary changes, and
then click OK.
Result: The HyperTerminal window appears.

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8 At the prompt, type login to log on to the switch. Enter the user ID and the
password for the switch.
Note: If the prompt is not present, continue to press Enter until the prompt
appears.
9 On the Transfer menu, select Capture Text.
10 Browse to the download.txt file that you created earlier, and then click
Start.
11 Enter the following commands in LD 20:
At the logon prompt, type LD 20, and press Enter.
At the REQ: prompt, type PRT, and press Enter.
At the TYPE: prompt, type TNB, and press Enter.
At the TN: prompt, press Enter.
At the CDEN: prompt, press Enter.
At the CUST: prompt, type 0 (or customer number), and press Enter.
At the DATE: prompt, press Enter.
At the PAGE: prompt, press Enter.
At the DES prompt, press Enter.
Note: Downloading information from the CS 1000/Meridian 1 overlay can
take a long time.
Result: The commands are saved in LD 20.
12 To return to the prompt, enter **** (Shift + 8888) and press Enter.
13 Type logo, and then press Enter.
Result: You are logged off from the CS 1000/Meridian 1 switch.

To convert the text file

To convert the text file containing switch information, perform the following
tasks in the Symposium TAPI Service Provider (SP) configuration application.

Note: Download only the CDNs that you require for TAPI operation. If you
download other CDNs, you must delete them after the download is complete.

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1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 If you are prompted, enter the customer number for the switch.
Result: The application configuration dialog box appears.

3 Click Convert Text file.

Result: The Open dialog box appears.
4 Browse to the download.txt file you created. For more information, see “To
create a switch configuration information text file” on page 142.

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5 Click Open.
Result: The Translator Status dialog box appears.

6 Click Start.
7 When the import process is complete, click OK.

ATTENTION
The conversion process adds all information
downloaded from the CS 1000/Meridian 1 switch to
the Symposium TAPI SP database. Some of this
information can be unnecessary or inappropriate. For
example, the CS 1000/Meridian 1 switch works on the
assumption that IVR ports are analog. These ports
must be set on the TN Table dialog box of the
configuration application. You must delete
downloaded CDNs that Symposium TAPI SP does not
need to monitor. To perform these tasks, navigate to
Start > All Programs > Nortel > Symposium TAPI
Service Provider > Configure Database. Click the
Meridian 1 Host tab. Click the TN Table button.

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Verifying the agent phonesets are imported correctly to the TAPI

database
1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 Click the Meridian 1 Host tab.
3 Click TN Table.
Result: The Line Devices window appears.

4 Ensure that the required TNs for the agent phonesets are imported
correctly to the TN table.
If you need to manually add a TN that was not imported, perform the
following steps:
a. Click Add Line.
Result: The Add a Terminal Number Record dialog box appears.

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b. Type the Loop, Shelf, Card, and Unit numbers that identify the
physical location on the CS 1000/Meridian 1 switch of the TN you are
adding.
c. Click OK.
Result: The new TN is added to the TN table.
d. To add a new DN, click Add DN.
Result: The DN Properties dialog box appears.

e. In the Position ID, type the position ID of the set.

f. In the DN Type box, choose ACD.
g. In the Key # box, enter 0.
h. Click OK.
Result: The information is saved to the DN table and to the TN table.
i. Select the same line number to which you just added the position ID.
j. Click Add DN.
Result: The DN Properties dialog box appears.

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k. In the Directory box, enter the directory number for the SCR DN.
l. In the DN Type box, choose SCR.
m. In the Key # box, enter 3.
5 Click OK to exit the TN table.
6 Click OK.

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Step 27. Configure the Content Management

Framework option

You must ensure that you select the Content Management Framework option
that is appropriate for your contact center configuration. To do this, you must
know whether your contact center servers (Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control Toolkit)
are on stand-alone servers, or co-resident.

Configuring the Communication Control Toolkit console

Follow these steps to add the Nortel Communication Control Toolkit (NCCT)
Admin and NCCT Maintenance snap-ins only if you did not configure the
Communication Control Toolkit Console during Communication Control
Toolkit server installation.
1 Log on to the Communication Control Toolkit server.
2 Click Start > Run, type mmc at the prompt, and then click OK.
Result: The Console appears.

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3 On the File menu, choose Add/Remove snap-in.

Result: The Add/Remove Snap-in dialog box appears.

4 Click Add.
Result: The Add Standalone Snap-in dialog box appears, containing a list
of all available MMC snap-ins.

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5 Select NCCT Admin, and then click Add.

Result: The NCCT Admin Select Computer dialog box appears.

6 Select the computer that you want the NCCT Admin snap-in to manage.

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7 Click Finish.
Result: The Add Standalone Snap-in dialog box appears.

8 Select NCCT Maintenance, and click Add.

Result: The NCCT Maintenance snap-in is added to the console.
9 Click Close.

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10 Click OK.
Result: The following window appears.

Configuring the Content Management Framework

1 Open the NCCT 6.0 Console on the Communication Control Toolkit server.
2 On the left pane of the NCCT 6.0 Console, expand NCCT Admin and
select CCT Server.
Result: CCT Server appears in the right pane of the console.
3 Double-click CCT Server in the right pane of the console.
Result: CCT Server Properties dialog box appears.

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4 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.

5 In the Communication Control Toolkit Deployment Type section, select

the first or second option (depending on the configuration of the Contact
Center servers).
Note: If you configure the CMF for stand-alone deployment, then you must
restart all core Communication Control Toolkit services. If you configure the
CMF for co-resident deployment then you must start all Contact Center
Manager Server and all core Communication Control Toolkit services.
To stop and restart the core Communication Control Toolkit services, do the
following:
a. On the NCCT Console, expand NCCT Maintenance.
b. Click Services on the left pane.

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c. On the right pane of the Console window, double-click Services.

Result: The Communication Control Toolkit Services Properties dialog
box appears.

d. Click to stop the services.

e. Click to restart the services.
To stop and restart Contact Center Manager Server services, do the
following:
a. Log on to the Contact Center Manager server as administrator.
b. On the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Shutdown.
Result: The Contact Center Manager Server Shutdown utility window
appears.

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c. Click OK.
Result: The utility shuts down all Contact Center Manager Server
services, and then the Service Status Log window appears. If a service
was unable to shut down, a message appears in the Service Status
Log.
d. From the Windows Start menu, choose All Programs > Nortel
Contact Center > Manager Server > Startup.
Result: The Contact Center - Manager Server Startup Utility window
appears.

e. Click OK.
Note: The Communication Control Toolkit server name automatically
appears in the CCT Server Name box.
6 In the CCMS Server Name box, type the server name of the Contact
Center Manager server.
7 Click Apply to save the Contact Management Framework settings.
8 Click OK to close the window.

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Step 28. Import the contact center users into

CCT

You must now import the contact center users configured in Contact Center
Manager Administration to the Communication Control Toolkit server.
Importing multiple resources is more reliable than adding individual resources
one at a time. You must ensure that all of the agents (contact center users) you
configured are imported to the Communication Control Toolkit server.

Before importing Contact Center users, you must:

enable the Open Queue feature on Contact Center Manager Server (you
completed this task in “Step 17. Enable Open Queue” on page 114)
configure the Communication Control Toolkit server using the NCCT 6.0
Console (you completed this task in “Step 27. Configure the Content
Management Framework option” on page 151)
enable the Contact Management Framework (you completed this task in
“Step 27. Configure the Content Management Framework option” on page
151)

Importing Contact Center users

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2 Close the NCCT 6.0 Console.

3 Restart the Data Access Layer service.
a. Click Start > Administrative Tools > Services.
b. Right-click Data Access Layer service, and then click Restart.
c. Close the Services window.
4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin and click Importing
Tools.
Result: The available importing tools appear.

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6 Double-click Import Contact Center Users.

Result: The Import Contact Center Users Properties window appears.

7 Select a Contact Center user from the Available Contact Center Users list
and click Add; or click Add All to import all available Contact Center users.
8 Click OK.
Result: You are prompted with a notification that all selected users are
imported.
9 Click OK.

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Step 29. Import the terminals and addresses

into CCT

To avoid errors, Nortel recommends that you import resources rather than add
them individually.

You can add multiple addresses and terminals from TAPI SP using the Import
M1 TSP Data tool.

Importing multiple addresses and terminals

1 Make sure that the following Control Communication Toolkit server services
are stopped:
NCCT Server
NCCT TAPI Connector Service (if installed)
Nortel MPS Manager (if installed)
Nortel RSH Daemon (if installed)
To stop these services:
a. Open the Services window from Start > Administrative Tools >
Services.
b. Right-click each service, and then click Stop.
c. Close the Services window.
2 Close the NCCT 6.0 Console.
3 Restart the Data Access Layer Service.
a. Click Start > Administrative Tools > Services.
b. Right-click Data Access Layer service, and then click Restart.
c. Close the Services window.
4 Log on to the Communication Control Toolkit server.

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5 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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6 Expand NCCT Admin and select Importing Tools.

Result: The available Importing Tools appear in the right pane of the
console.

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7 Double-click Import M1 TSP Data.

Result: The Import M1 TSP Data Properties dialog box appears.

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8 Click Browse.
Result: The available terminals and addresses in the TAPI Service
Provider for M1 database appear.

Note: No selection is possible; you must import all available terminals and
addresses to ensure that all terminals are imported with their associated
addresses and vice versa.
9 Click Apply.
Result: The Importing from M1 dialog box appears.

10 Click OK.
Result: The M1 database is imported.

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Step 30. Import the Windows users into CCT

You can import Windows users from the Communication Control Toolkit 6.0
server and from the local domain using the Import Windows Users tool.

Notes:
If you import users and workstations from a domain, the Communication
Control Toolkit user must be logged on to the specified domain. Also, the
Communication Control Toolkit administrator must be logged on to the
server using a domain user account that is also a local administrator account
on the Communication Control Toolkit server.
If you import domain users configured using the
domain.companyname.com format, the utility imports the user using the
domainname\username format.

To Import Windows users

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4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available Importing Tools appear in the right pane of the
console.

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6 Double-click Import Windows Users.

Result: The Import Windows Users Properties dialog box appears.

7 In the Look in box, choose the domain used for contact center agent
resources. Select the required users from this domain.
Note: You can select multiple users by pressing the CTRL key while
selecting each user.
Result: Users are selected for importing.
8 Click Add.
Result: The users are added to the import list (in the lower portion of the
Import Windows Users Properties dialog box).
9 Click OK.

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Step 31. Import the agent workstations into

CCT

You can import workstations from the local domain using the Import
Workstations tool.

Note: If the Communication Control Toolkit server is on a stand-alone server in

a workgroup, then there are no other workstations to import.

To import local workstations

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4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available Importing Tools appear in the right pane of the
console.

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6 Double-click Import Work Stations.

Note: If the Communication Control Toolkit server is in a workgroup on a
stand-alone server, then there are no available workstations to import.
Result: The Import Work Stations Properties dialog box appears.

7 Press the CTRL key, and select the workstations.

8 Click Add.
Result: The required workstations are added to the Selected Workstations
list.
9 Click OK.
Result: The selected workstations are imported into the Communication
Control Toolkit database.

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Step 32. Map terminals to workstations

(optional)

If you want to have a one-to-one mapping between terminals and workstations,

perform this step.

Mapping a terminal to a workstation

1 On the NCCT 6.0 Console, click Terminals.
Result: The Terminals folder on the console is selected.

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2 Double-click the terminal you want to configure.

Result: The Terminal Properties dialog box appears.

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3 Click the Workstation Maps tab.

Result: The Workstation Maps page appears.

4 Select the appropriate workstations in Available WorkStations.

5 Click Add to move the selected workstation to the Mapped WorkStation
box.
Result: The workstation appears in the Mapped WorkStation box.
6 Click OK.
Result: The workstation is mapped to the terminal.

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Step 33. Map users to addresses, terminals,

and contact center users

Before you map a configured user to another Communication Control Toolkit

resource, you must first make sure that the other resource exists and that it is
configured correctly.

Note: You are not required to map terminals to agents if the agents handle only
e-mail contacts.

Map Contact Center users to Windows users, so that the Windows users have
access to the contact center software functionality. For example, when Contact
Center Agent Desktop is deployed, mapping a Contact Center user to a Windows
user identifies the Agent ID assigned to the user in Contact Center Manager
Administration.

Map Windows users to terminals or addresses to assign a communication point

to the Contact Center user, or agent, to handle contacts. For example, when CCT
identifies an incoming call is destined for a specific user, because the terminals
and addresses are mapped to the Windows user, CCT rings the correct terminal/
extension where the Windows user is working.

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Mapping a user to an address and address groups

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

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3 Click the Address Maps tab.

Result: The Address Maps page appears.

4 Select the appropriate addresses and address groups from Available

Addresses and Address Groups.
5 Click Add to move the selected Addresses and Address Groups to the
Mapped Addresses and Address Groups list.
6 Click OK.
Result: The addresses and address groups are mapped to the current
user.

Mapping a user to a terminal and terminal group

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

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3 Click the Terminal Maps tab.

Result: The Terminal Maps page appears.

4 Select the appropriate terminal and terminal group from those in Available
Terminals and Terminal Groups.
5 Click Add to move the selected terminals and terminal groups to the
Mapped Terminals and Terminal Groups list.
6 Click OK.
Result: The terminals and terminal groups are mapped to the current user.

Mapping a user to a Contact Center user and Contact Center user

group
1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

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3 Click the Agent Maps tab.

Result: The Agent Maps page appears.

4 Select the appropriate contact center users and contact center user groups
from those in Available Agents and Agent Groups.
5 Click Add to move the selected contact center users and contact center
user groups to the Mapped Agents and Agent Groups list.
6 Click OK.
Result: The contact center users and contact center user groups are
mapped to the current user.

What is next?
Log on to the Contact Center Multimedia Administrator application to begin
configuring the outbound and e-mail contacts, based on your license. Go to
“Step 34. Understand the contact types” on page 188.

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Section I: Contact type configuration

In this section
Step 34. Understand the contact types 188
Step 35. Log on to the Multimedia Administrator 191
Step 36. Start the configuration tool 193
Step 37. Update the E-mail Manager service 211

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Step 34. Understand the contact types

You can use the Multimedia Administrator to configure the contact types in the
Contact Center Multimedia/Outbound component of Contact Center, including
outbound, and e-mail.

The Operations and Administration Maintenance (OAM) service retrieves

information about skillsets, route points, and agents from the Contact Center
Manager server, and provides the data to the Multimedia Administrator to
configure Multimedia properties for skillset and agents.

You can use Contact Center Manager Administration to create skillsets and route
points. For more information about creating skillsets and route points, see the
Contact Center Manager Administrator Guide.

Configuring the outbound contacts

Only one step is required to configure outbound contacts: configure the route
points for all outbound skillsets. To begin configuring the outbound properties,
see “Step 35. Log on to the Multimedia Administrator” on page 191.

Configuring the E-Mail Manager

Use the E-Mail Manager to communicate with customers over the internet.
Agents and customers communicate using e-mail messages. The E-mail
Manager provides the following functionality:
the ability of the contact center to receive e-mail requests from multiple
mailboxes and multiple servers for presentation to agents as multimedia
contacts
intelligent routing of e-mail to deliver each e-mail message to the agent
who has the subject knowledge to respond, send an auto-response, or close
the contact
an Agent Desktop interface for agents to respond efficiently to customers
without need for a desktop e-mail client
easy referencing of the thread of conversation between the customer and the
agent

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the ability to select a contact type based on the e-mail message and
attachments received, such as text messages (SMS), voice mail, or fax
messages
the ability to handle contacts using one method when the contact center is
open and another method when the contact center is closed

Several steps are required to configure the E-mail Manager. To begin

configuring the E-Mail Manager, see “Step 35. Log on to the Multimedia
Administrator” on page 191.

Some definitions to know

The following is a list of definitions that you need to understand before
configuring the contact types in Contact Center Multimedia/Outbound.
A skillset is a label applied to a set of skills, capabilities, or knowledge that
an agent requires to respond to a given request. The skillsets are retrieved
from the Contact Center Manager database. You must select a route point
for a skillset used to route outbound contacts.
A route point is a location on the open queue that queues incoming calls to
and runs through a script on the Contact Center Manager Server.
An autoresponse is an e-mail message sent to a customer with no agent
interaction. An auto-response can be an intelligent response, such as a sales
promotion flyer, or an acknowledgement, such as “We received your e-mail
and will respond to you within three days.”
A recipient mailbox is a container on the e-mail server that holds e-mail
messages. Standard mailboxes are monitored by the Contact Center E-mail
Manager, which routes the e-mail to an agent or group of agents (skillset)
based on an analytical search of the sender address, the recipient address,
the subject and body of an e-mail for predetermined keywords, or a
combination of these. The e-mail server must be compliant with Post Office
Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).
An e-mail alias is not a real e-mail account; an alias is an address that
forwards all e-mail messages it receives to another e-mail account. For
example, the mailbox general@magscripts.com can have the aliases
carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
messages addressed to either of these aliases are forwarded to the
general@magscripts.com mailbox. To route e-mail messages differently

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depending on the alias to which they are addressed, create a recipient

mailbox as an alias in Multimedia Administrator and then create routing
rules based on the alias.
Aliases can be useful to filter e-mail messages. For example, you can define
an alias for a short promotional period after which e-mail messages that
arrive at that alias are discarded.

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Step 35. Log on to the Multimedia

Administrator

The first time you log on to the Multimedia Administrator, use the following:
Username: SysAdmin
Password: _ _ccmm!

Nortel recommends that you change the default administrator password after
you finish configuring the multimedia contact types.

Logging on to the Multimedia Administrator

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.

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3 Click OK.
Result: The Contact Center Multimedia/Outbound Administrator window
appears. If you are opening the Contact Center Multimedia Administrator
for the first time, the Getting Started screen appears on top of the
Multimedia Administrator window.
Note: The figures below are shown with licenses for outbound and e-mail
contact types.

4 To log off the Multimedia Administrator, click File > Exit.

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Step 36. Start the configuration tool

After you log on to the Multimedia Administrator application, you can

immediately begin to configure the contact types.
1 If the Getting Started window does not appear immediately after you log on
to the Administrator application, on the Utilities menu of the Multimedia
Administrator, click Getting Started.
Result: The Getting Started window appears.
Note: Once you begin these steps, you cannot stop or go back to a
previous step. You can, however, modify settings later.

Note: The line below the title of the Getting Started window shows your
current license.The procedures in this chapter assume that you have user
licenses for contacts of type Outbound (OB_), and E-mail (EM_). Your
licensing can be different.

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2 Click Begin.
Result: The Skillset Settings window appears.

Configuring skillsets
You must configure route points for all skillsets you use for multimedia contacts.
You must configure at least one skillset for each contact type for which you are
licensed.

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1 Select the first skillset you use to route multimedia contacts.

2 Click Edit.
Result: The Edit Skillset window appears.

Note: If you change a skillset for outbound, you cannot create an

autoresponse for the skillset. The Edit Skillset window appears as follows:

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3 In the Route Point list, select the route point that you want to assign to the
skillset.
4 Click Save.
Result: The Edit Skillset window closes. In the Skillset Settings window, the
configured route point appears next to the skillset.
5 Repeat steps 1–4 for each skillset required.
6 When all skillsets are configured, click Close to close the Skillset Settings
window.
Note: You must configure at least one skillset for each contact type (EM, VI,
WC, OB).

Click OK, and begin the contact configuration using the Getting Started
window again.

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What is next?
If you have only outbound contacts licensed, your required configuration in the
Multimedia Administrator application is complete.

Note: You can configure optional settings for outbound contacts, such as the
Outbound Scheduler. For more information about the optional outbound contact
configurations, see Chapter 6, “Configuring outbound settings and routing.”

If you are licensed for e-mail messages, the Server Configuration window
appears and you can continue configuring your requirements for the E-mail
Manager.

Configuring the e-mail servers

You must configure two e-mail servers:
An inbound server (POP3) for e-mail messages received by the contact
center
An outbound server (SMTP) for e-mail messages sent by the contact center

Note: During installation, you can configure the server names.

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You can configure primary and secondary e-mail servers. If your system cannot
log on to a mailbox, the E-mail Manager attempts to connect to the secondary
POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP
host is used. If e-mail is duplicated in both the primary and secondary e-mail
servers, and a failure of the primary server occurs, the e-mail retrieved from the
secondary e-mail server is duplicated in the Multimedia database when the
primary server is restored.

Note: You must ensure that the primary and secondary servers are configured
with identical mailbox names, passwords, and SMTP authentication settings (if
applicable).

You can configure additional e-mail servers. For information about configuring
additional servers, see the Multimedia Administrator online Help.

To configure the inbound e-mail server

1 In the Server Settings window, double-click Inbound Mail Server (POP3).
Result: The Email Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For inbound mail servers, select POP3.
Port Number: Type the port number for the e-mail server.

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Secondary Hostname: If you have a backup e-mail server, provide a

hostname for the backup server.
3 Click Save.
Result: The E-mail Server Properties window closes.

To configure the outbound e-mail server

1 In the Server Settings window, double-click Outbound Mail Server
(SMTP).
Result: The Email Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that sends e-mail
messages.
Server Type: For outbound mail servers, select SMTP.
Port Number: Type the port number for the e-mail server.
Secondary Hostname: If you have a backup e-mail server, provide a
hostname for the backup server.
3 Under Security, select the SMTP authentication, if required, for your
outbound e-mail server.
Note: SMTP Authentication must be enabled on the e-mail server. On the
Multimedia E-mail Manager, the SMTP service must authenticate itself with

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the correct user name and password before e-mail is sent. SMTP
authentication is required if you are using aliases.
4 Click Save.
Result: The E-mail Server Properties window closes.
5 Click Close.
Result: The New Recipient window appears.

Creating a recipient mailbox

You must ensure that any alias e-mail address that you want to configure in the
E-mail Manager is already configured on your corporate e-mail server.

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Contact Center Multimedia/Outbound polls specific recipient mailboxes on the

e-mail server based on a list of mailboxes defined in the Multimedia
Administrator recipients list. The e-mail retrieved from these mailboxes is
routed based on defined rules. A mailbox can be a physical mail store or an alias.

To create a recipient mailbox

Mailbox names are case-sensitive. You must type the mailbox name exactly as it
appears on your e-mail server.
1 On the New Recipient window, in the Mailbox Name box, type the name of
a mailbox set up the e-mail server.
Note: If the Contact Center Multimedia/Outbound server is not in the same
domain as the e-mail server, you must also include the domain. Include the
domain in the format domain\user (Windows 2000) or user@domain (post-
Windows 2000) in the Mailbox Name box.
Example: To enter the e-mail address sales@nortel.com, in the Mailbox
Name box, type sales, and in the E-mail Domain box, type nortel.com.
Example: To enter the e-mail address sales@europe.nortel.com, in the
Mailbox Name box, type europe\sales or sales@europe, and in the E-mail
Domain box, type nortel.com.
2 In the E-mail Domain box, type the domain for your e-mail server.
3 In the Password box, enter the password for the mailbox.
Attention: When you change a password on the e-mail server, you must
update this password in the Multimedia Administrator.
4 In the Confirm box, type the same password you typed in the Password
box.
5 In the Display Name box, type the name you want to appear in the e-mail
From address (for example, Sales Department).
6 In the POP3 Server box, ensure that the host name of your POP3 server is
selected.
7 In the SMTP Server box, ensure that the host name of your SMTP server is
selected.
8 Select the Enabled or Alias option.
Select the Enabled option to include the e-mail mailbox in the set of
mailboxes from which incoming e-mail is retrieved.

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Select the Alias option to configure this mailbox as an alias. The

address of an alias can be used in rules configuration and outbox
mapping, but a recipient box configured as an alias address not contain
e-mail.
9 In the Process Up to box, enter the maximum number of e-mail messages
the mailbox can accept every time it scans the database. You can enter a
different value for this variable for each mailbox. The default value is 10.
10 Select the Use alternative username for SMTP Authentication box if you
are configuring an inbox as an alias. If SMTP authentication is enabled on
your E-mail Server, and you are using aliases, you log on to the SMTP
server with a different user name.
11 In the Username box, type the SMTP server logon name.
Note: You can have mailboxes on multiple e-mail servers. You can have
multiple e-mail servers for e-mail or fax messages, load balancing, and
managing e-mail subtypes. Each e-mail server is polled for the mailboxes
that it hosts. Configure additional e-mail servers using the Server
Configuration window and the procedure described in “Configuring the e-
mail servers” on page 197.
12 Click Save.
Result: The System Default Rule window appears.
Note: The New Recipient window is still open for your reference.

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Modifying the system default rule

The system default rule is used one of two ways:
1. If the e-mail message has an address that matches a recipient mailbox
configured in the E-mail Manager, it is used as a template for the last rule in
the recipient mailbox. It ensures that an e-mail addressed to the recipient is
assigned to a skillset, if it matches no other regular user-defined rules.
2. If the e-mail message has an address that does not match a recipient
mailbox configured in the E-mail Manager, the system default rule is used
to assign the e-mail to a skillset.

To modify the system default rule, you must select a route point for the default
skillset. You can configure the other properties of the rule, including the skillset
used for routing the e-mail.

When you create a recipient mailbox, the system default rule is copied as the last
regular rule into the list of rules for the recipient mailbox. The default rule
ensures that all contacts received by the mailbox are assigned a skillset.

CAUTION

Risk of routing failure

The intention of the system default rule is to route all contacts that
do not match any other rules.
If you change the properties of the rule, you affect the behavior of
the system default rule, which affects all recipient mailboxes you
configure in the E-mail Manager.
If an administrator deletes the skillset associated with a default
rule, the default skillset, EM_Default_Skillset, is used as a
substitute.
If an administrator deletes the EM_Default_Skillset, the system
stops processing e-mail messages.

The default settings for the system default rule are:

use the e-mail default skillset, EM_Default_Skillset
use no auto-response

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assign priority 3 (medium high)

Note: If you did not configure the route points for all of the skillsets, you must
configure the route points for the skillset you assign to the system default rule.
For more information, see “Configuring skillsets” on page 194.

To modify the system default rule

1 From the Skillset list, select a skillset name. You can accept the current
default.To select the route point for the skillset, perform the following steps:
a. Click Properties to open the skillset properties to change the route
point.
Result: The Edit Skillset window appears.

b. In the Route Point list, select a different route point.

c. Under Auto-Signature, type an auto-signature (optional). The auto-
signature is text appended to each e-mail message sent from the
contact center in addition to the agent message. The text in the auto-
signature contains corporate disclaimer information and must be in
fixed-width font. The auto-signature appears in an e-mail message after
any personal signature, which is configured in the Agent Desktop
application.

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d. Click Save.
Result: The Edit Skillset window closes.
2 To change the auto-response settings, under Select Optional Auto-
Responses, select another auto-response from the list. For more
information about auto-responses, see the Contact Center Multimedia
Administrator online Help.
3 To change the priority, under Select Priority, select a different priority for
the contact. For more information about priorities, see the Multimedia
Administrator online Help.
4 Click Save.
Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule

The system delivery failure rule is used for one of the following purposes:

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1. If the e-mail message has an address that matches a recipient mailbox

configured in the E-mail Manager, the system delivery failure rule is used
as a template for the first rule applied in all recipient mailboxes. It ensures
that an e-mail message that contains particular phrases, such as
undeliverable, is not routed to agents.
2. If the e-mail message has an address that does not match a recipient
mailbox configured in the E-mail Manager, the system delivery failure rule
deletes the e-mail message if it contains particular phrases, such as
undeliverable.

To modify the system delivery failure rule, you must select a route point for the
default skillset. You can configure the other properties of the rule, including the
skillset used for routing the e-mail.

When you create a recipient mailbox, the system delivery failure rule is copied
as the first regular rule into list of rules for the recipient mailbox.

By default, the following keywords are used in the Delivery failure keywords
keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report

You can add words to the default keyword list, but do so with caution. Words in
different contexts (such as unknown) in the keyword list for the delivery failure
rule can cause valid e-mail to be routed as undeliverable. In this case, use
specific phrases instead of individual words.

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When you create a mailbox, it is automatically assigned a delivery failure rule,

which is copied from the system delivery failure rule.

CAUTION

Risk of routing failure

The intention of the delivery failure rule is to route undeliverable

contacts.
If you change the properties of the rule, you affect the behavior of
the system delivery failure rule, which affects all recipient
mailboxes you configure in the E-mail Manager.
If the skillset associated with a system delivery failure rule is
deleted, the default skillset, EM_Default_Skillset is used as a
substitute.
If the EM_Default_Skillset is deleted, the system stops processing
e-mail messages.

The default settings for the system delivery failure rule are:
use the e-mail default skillset, EM_Default _Skillset
use keyword group delivery failure keywords
assign priority 6 (lowest)

Note: If you did not configure the route points for all of the skillsets, you must
configure the route point for the skillset for the system delivery failure rule. See
“Configuring skillsets” on page 194.

Note: You cannot use an auto-response for a delivery failure rule.

To modify the system delivery failure rule

1 Select a skillset name from the list. You can accept the current default. To
change the route point for the skillset, perform the following steps:
a. Click Properties to open the skillset properties to change the route
point.
Result: The Edit Skillset window opens.
b. In the Route Point list, select a different route point.

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c. Below Auto-Signature, type an auto-signature (optional). The auto-

signature is text appended to each e-mail message sent from the
contact center in addition to the agent message. The text in the auto-
signature contains contain corporate disclaimer information and must
be in fixed-width font. The auto-signature appears in an e-mail
message after any personal signature, which is configured in the Agent
Desktop application.
d. Click Save.
Result: The Edit Skillset window closes.
2 To change the keyword group, under Select Keyword Group, select an
existing keyword group from the list. For more information about keyword
groups, see the Contact Center Multimedia Administrator online Help.
3 To change the priority, under Select Priority, select a different priority from
the list for the contact. For more information about priorities, see the
Contact Center Multimedia Administrator online Help.
4 Select the check box This Rule will close the Contact if you want the rule
to close the contact.

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5 Click Save.
Result: The System Delivery Failure Rule window and the New Recipient
window close. The Rules window appears.

Viewing the sequence and status of the rules

1 In the Rules window, review the rule summary.
Note: The legend at the bottom of the window explains the symbols next to
the rule names.
2 Click Close.
Result: A confirmation message appears.

3 Click OK.

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4 Click OK to close the Getting Started window. You can return to the Getting
Started window at any time: On the Utilities menu of the Multimedia
Administrator, click Getting Started.

What is next?
Nortel recommends that you complete the base configuration of Contact Center
Multimedia by working through the rest of this chapter. If you want to add
recipients, create rules, configure outbound e-mail settings, create barred e-mail
addresses, create closed reasons, or set outbound timers, you can perform these
tasks after you are finished the base configuration of Contact Center
Multimedia. For more information about configuring additional settings for the
contact types, see the Multimedia Administrator online Help.

Proceed to “Step 37. Update the E-mail Manager service” on page 211.

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Step 37. Update the E-mail Manager service

The following Contact Center Multimedia services are installed with the
Multimedia server software:
CCMM E-mail Manager
CCMM License Manager
CCMM Multimedia Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter

The CCMM License Manager and the CCMM Starter services automatically
start if the Contact Center Multimedia server software is installed successfully.
The CCMM License Manager service ensures a valid license exists for the
Multimedia server. The CCMM Starter service then starts the remaining
services, except the CCMM E-mail Manager service. You must configure and
start the CCMM E-mail Manager service.

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Verifying the License Manager and Starter services are started

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.

2 Next to CCMM License Service, verify that the Status is Started and the
Startup Type is Automatic.
3 Next to CCMM Starter Service, verify that the Status is Started and the
Startup Type is Automatic.
4 Verify that the following services are started:
CCMM Manager Client
CCMM OAM service
CCMM Outbound Scheduler
If they are not started, in the Windows Services Control Panel, right-click
the service name, and then click Start.

Configuring the E-mail Manager service

1 Open the Windows Services window, if it is not already open. On the
Windows Start menu, click All Programs > Administrative Tools >
Services.
2 Select the CCMM E-mail Manager service.

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3 Right-click on the service, and select Properties.

Result: The Service Properties window appears.
4 In the Startup Type list, select Manual.
5 Click Apply.
6 Click OK.

Starting the E-mail Manager service

1 In the Windows Services Control Panel, right-click CCMM E-mail Manager
service, and then click Start.
2 Close the Windows Services Control Panel.

What is next?
Configure the users in the Contact Center Manager Administration server and on
the Communication Control Toolkit before you start the client applications. For
more information, continue with “Step 38. Configure the administrators” on
page 216.

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Section J: Agent configuration

In this section
Step 38. Configure the administrators 216
Step 39. Configure hotdesking (optional) 218
Step 40. Start the client applications 220

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Step 38. Configure the administrators

Nortel recommends that you now change the default password from what is
published in this guide.

Any administrator can change all of the configuration properties in the

Multimedia Administrator application.

Changing the default password

You must change your default administrator password.

To change the default password

1 Log on to the Multimedia Administrator.
2 Expand General Administration.
3 Double-click Administrator Settings.
Result: The Administrator Settings window appears.

4 Select the default administrator.

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5 Click Edit.
Result: The Edit Administrator window appears.

6 Click Reset Password.

Result: The Password Reset window appears. The default user login ID is
appears dimmed so that you cannot change it.

7 In the New Password box, type the password for the administrator.
8 In the Confirm Password box, type the password again to confirm it.
9 Click Save to close the Password Reset window.
10 Click Save to close the Edit Administrator window.

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Step 39. Configure hotdesking (optional)

You can use hotdesking to configure your contact center so that an agent can sit
at a different desk every day and log on to the Contact Center Agent Desktop.
With hotdesking enabled and properly configured, when agents start the Contact
Center Agent Desktop, they are automatically mapped to the relevant terminal
and addresses without user intervention.

When hotdesking is also configured for a Citrix environment, agents are

challenged with a dialog box asking them to enter a string that identifies their
workstation. The string must be the same as the string that is configured as the
workstation name in the Communication Control Toolkit configuration.

Setting up hotdesking
1 Ensure all workstations are imported into the Communication Control
Toolkit database using the Communication Control Toolkit administration
tool. You completed this step in “Step 31. Import the agent workstations into
CCT” on page 172.
2 Create a terminal group and add all relevant terminals to this terminal
group.
3 Map the new terminal group (or the individual terminals) to the relevant
Contact Center users. For more information, see “Step 33. Map users to
addresses, terminals, and contact center users” on page 179.
4 Map one workstation to each terminal. For more information, see “Step 32.
Map terminals to workstations (optional)” on page 176.
5 Open the ccad.exe.config file. It is located on the drive where you installed
the Contact Center Multimedia software.
6 In the ccad.exe.config file, enable Contact Center Agent Desktop
hotdesking by changing the HotDeskingEnabled value to 1. Use the Edit >
Find menu option in Notepad to locate the HotDeskingEnabled variable.
Result: The file contains the following text:

<add key="HotDeskingEnabled" value="1" />

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7 If your agents are working in a Citrix environment, the Contact Center

Agent Desktop challenge for workstation name must also be enabled in the
ccad.exe.config file. Change the HotDeskingLogin value to 1. Use the Edit
> Find menu option in Notepad to locate the HotDeskingLogin variable.
Result: The file contains the following text:

<add key="HotDeskingLogin" value="1" />
8 Save the ccad.exe.config file.
Result: Changes to the .config file on the Multimedia server are
dynamically downloaded to the client for the next time the agent starts the
Contact Center Agent Desktop.

Applying hotdesking to the Contact Center Agent Desktop

When working in a Citrix environment, if both flags are set to 1, then agents can
enter a string that uniquely identifies their workstation. You must create the
workstation name in the Communication Control Toolkit, and map a terminal to
that workstation. For information about creating and mapping resources, see the
Communication Control Toolkit Installation and Maintenance Guide.

Agents see the workstation logon screen if:

HotDeskingEnabled in the ccad.exe.config file is 1
HotDeskingLogin in the ccad.exe.config file is 1 (for Citrix workstations)

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Step 40. Start the client applications

You must complete the following tasks before you can start the client
applications:
Install and configure the Contact Center Multimedia server.
Install and configure Microsoft .Net Framework version 1.1 and service
pack 1, and install the CCMM_Security_Policy file.
Configure the phonesets on the switch.
Configure the Multimedia server in the Contact Center Manager
Administration.
Configure users, assign the correct access classes, and configure scripts in
Contact Center Manager Administration.
Import and map users in the Communication Control Toolkit.

Now you are ready to start the client applications: the Contact Center Agent
Desktop to handle telephone and multimedia contacts, and the Outbound
Campaign Management Tool to configure outbound campaigns.

Starting the Contact Center Agent Desktop

When you log on, you are available to handle all media types for which you are
licensed (for example, voice, outbound, or e-mail). If you are assigned to a
skillset for a particular media, then you can receive and create contacts in that
media.

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To start the Agent Desktop application

1 On a client, in Windows Explorer, or Internet Explorer, type http://
<Servername>/agentdesktop/CCAD.exe, where <Servername> is the
name of the Multimedia server where the Agent Desktop interface is
installed.
Note: If you create a shortcut, you can start the application by clicking the
Agent Desktop shortcut.
Result: The Agent Desktop telephony toolbar appears.

2 Click Logged Out.

3 In the ID box, type your password. Your agent ID is based on the
Communication Control Toolkit implementation for your contact center.
Note: A password is required only if you are logging on to the Agent
Desktop interface to handle multimedia contacts. If you are a multimedia
agent, you must change your password after you log on. For information
about changing your password, see the Contact Center Agent Desktop
User’s Guide.
Result: The system verifies your ID and logs you on to the Agent Desktop
application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool

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Configure the Multimedia server in the Contact Center Manager

Administration.
Configure users, assign the correct access classes, and configure scripts in
Contact Center Manager Administration.
Import and map users in Communication Control Toolkit.
Ensure you have the user basic access rights to the outbound component.

To assign user basic access rights to the outbound component

1 Log on to the Contact Center Manager Administrator. For instructions, see
“Logging on to the Contact Center Manager Administration” on page 120.
2 Click Access and Partition Management.
3 In the Access and Partition Management component, choose View/Edit >
User Administration.
4 Select the user from the list in the system tree.
5 In the right pane, click Basic Access Rights.
6 Select the Outbound component.

7 Click Submit.

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Starting the Outbound Campaign Management Tool

1 Click the Outbound component in the Contact Center Multimedia/
Outbound launchpad window.
Result: The Outbound window appears.

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2 On the left side of the Outbound window, click a Contact Center Multimedia
server.
Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information
about creating an outbound campaign.

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Par t 2
Upgrading and Migrating
Contact Center Multimedia/
Outbound Release 6.0

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May 2006

Installation and Maintenance Guide 226

Chapter 3

Upgrading from SWCP Release 4.0

In this chapter
Overview 228
Section A: Preinstallation 231
Section B: Installation 251
Section C: Postinstallation 263
Section D: Client configuration 287
Section E: External component configuration 297
Section F: Database upgrade 303
Section G: Contact Center Manager Server configuration 325
Section H: CCMA server configuration 331
Section I: CCT server configuration 357
Section J: Contact type configuration 403
Section K: Agent configuration 431

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Overview

Contact Center Multimedia server release 6.0 requires different operating

system, and application deployment technologies. If you want to upgrade the
database from the previous release, Symposium Web Center Portal Release 4.0,
you must install your Contact Center Multimedia software on a new server. You
cannot upgrade your Contact Center Multimedia software directly from a
previous installation.

The Contact Center Multimedia Technical Requirements and Operating System

Configuration guide outlines the requirements for the Contact Center
Multimedia server. If your current Symposium Web Center Portal Release 4.0
server currently meets the requirements for the Contact Center Multimedia
server and you do not want to keep data from Symposium Web Center Portal
Release 4.0, you can upgrade your current server to run Contact Center
Multimedia. You must erase all data, including the Operating System from the
server, and format the server according to the information provided in Contact
Center Multimedia Technical Requirements and Operating System
Configuration guide. No Symposium Web Center Portal Release 4.0 information
can remain on the server.

ATTENTION
The procedures in this section describe installing an upgrade
of Contact Center Multimedia/Outbound 6.0. If you are
reinstalling on a new server, see Chapter 4, “Migrating
Contact Center 6.0 to a new server.”

ATTENTION
After the data is migrated to the Multimedia database, you
cannot return to the previous release.

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What you need

The following checklist contains the software and equipment you must have to
upgrade Contact Center Multimedia/Outbound 6.0:.

Description Done

All tasks and procedures in the Contact Center Multimedia Technical ❑

Requirements and Operating System Configuration Guide are
complete. You can get the latest copy of the this guide on Helmsman
(www.nortel.com/helmsman).

The Nortel Contact Center DVD is available. ❑

The Contact Center Manager server is installed and operational for ❑
voice contacts. For more information, see the Contact Center Manager
Server Installation and Maintenance Guide.

The Contact Center Manager Administration server is installed and ❑

operational for voice contacts. For more information, see the Contact
Center Manager Administration Server Installation and Maintenance
Guide
The Communication Control Toolkit server is installed and configured, ❑
and TAPI is configured. For more information, see the Communication
Control Toolkit Installation and Maintenance Guide.
The name of the server and the location of the Symposium Web Center ❑
Portal database are identified, if required.

The Installer’s Road Map preinstallation checklist is completed and ❑

available for reference. You can get the latest copy of the Installer’s
Road Map from the Partner Information Center (www.nortel.com/pic).

The Contact Center Manager server, the Contact Center Manager ❑

Administration server, and the Communication Control Toolkit server
are on the same subnet and have good network connectivity.

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Installation time
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 1
hour
Installing the Server Software: 30 minutes
Postinstallation: 15 minutes

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Section A: Preinstallation

In this section
Step 1. Reduce the Symposium Web Center Portal database 232
Step 2. Review the preinstallation instructions 233
Step 3. Read the prerequisite documentation and check for updates 234
Step 4. Install your remote support access tool 235

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Step 1. Reduce the Symposium Web Center

Portal database

Nortel recommends that you reduce the number of transactions in the

Symposium Web Center Portal Release 4.0 database before you start the
migration process to ensure that only relevant data is migrated. Perform the
following tasks:
The Symposium Web Center Portal E-mail Manager service must be
stopped to prevent new transactions.
Limit the number of transactions remaining in the Symposium Web Center
Portal database:
All pending transactions must be closed.

Limit the number of open transactions to 100.

Purge or archive as much data as possible.

Upgrade to SU 07 for Symposium Web Client Portal Release 4.0.

ATTENTION
Your Symposium Web Center Portal server must be at SU07
before migrating your data.

Supervisors must reassign remaining transactions in the pending state to agents

when the database migration is complete.

Before you start the migration, ensure your new server meets the space
requirements for Contact Center Multimedia. See the Contact Center
Multimedia Technical Requirements and Operating System Configuration Guide
for information about the server requirements.

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Step 2. Review the preinstallation instructions

Before you perform an upgrade of the Contact Center Multimedia software, you
must ensure your hardware and software meet the specifications described in the
Contact Center Multimedia Technical Requirements and Operating System
Configuration Guide.

ATTENTION
Failure to review the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide can
result in errors and omissions when installing the software.

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Step 3. Read the prerequisite documentation

and check for updates

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Step 4. Install your remote support access

tool

Alternatively, Nortel accepts Microsoft Remote Desktop Connection for

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.

Nortel provides guidelines for setting up remote support using a virtual private
network (VPN). For more information, see the Nortel Contact Center Planning
and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool

The following steps are general guidelines only. For complete information, see
the documentation included with the pcAnywhere software.

CAUTION

Risk of system failure

To install pcAnywhere
1 Log on to the Contact Center Multimedia/Outbound server as the local
administrator.
2 Insert the Nortel Contact Center DVD into the server.
3 Open the PCAnywhere folder.

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4 Double-click the NTJK088A-02 - Host Only.exe file.

Result: The Symantic pcAnywhere installation program starts.

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Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as the local administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and click
Yes to confirm.

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

To change the Windows access rights for pcAnywhere files

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4 Click the Security tab.

5 In the Name box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, select Allow beside Full Control.
7 Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later

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3 On the File menu, choose New Item > Connection Wizard.

Result: The Connection Wizard - Connection Method window appears.

4 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5 Click Next.
Result: The Connection Wizard - Authentication Type window appears.

6 Select I want to set up a user name and password to create a new type
of authentication.

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7 Click Next.
Result: The Connection Wizard - Name and Password window appears.

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11 Click Next.
Result: The Connection Wizard - Summary window appears.

12 Review the summary.

13 Click Finish.
Result: The Hosts window reappears with the new account selected.
14 Type a custom name for this account to identify it in the list of caller
accounts.

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15 Right-click the account name, and click Properties.

Result: The Host Properties: <account name> window appears.

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16 Click the Settings tab.

17 Select Launch with Windows and Run minimized.

18 Click the Callers tab.

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19 In the Caller list box, right-click the caller account you just created
(NGENDIST), and then click Properties.
Result: The Caller Properties window appears.

20 Click the Privileges tab.

21 Click Superuser.

22 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.

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23 Click the Security Options tab.

24 Under Session options, ensure the Session options are set to Host and
Remote.
25 Under Login options, ensure Limit login attempts per call and Limit time
to complete login are checked and set to 3.

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26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 If you want to assign a password to control who can modify the Network
icon settings, click the Protect Item tab and type the password; otherwise,
skip to the next step.

ATTENTION If you select the Required to modify properties option on the

Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep it in a safe
place. If you forget the password, you cannot change any
settings.

30 Click OK to save all pcAnywhere Host settings.

31 Optionally, repeat steps 2 to 30 to create another caller account of your
choice.
32 Close the Symantec pcAnywhere window.

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Using Microsoft Remote Desktop Connection as your remote support

access tool
If pcAnywhere 11.5 is installed on your server, you do not need to enable
Microsoft Remote Desktop Connection as your remote support access tool.
Therefore, you can skip this procedure.

Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled.

To enable Microsoft Remote Desktop Connection for Administration

Note: To enable Microsoft Remote Desktop Connection for Administration, you

must be logged on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties Window opens.
2 Click the Remote tab.

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3 On the Remote tab, select Turn on Remote Assistance and allow

invitations to be sent from this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

What is next?
Continue with installing the Contact Center Multimedia/Outbound server
software. For more information, see “Step 5. Install the Multimedia/Outbound
server software” on page 252.

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Section B: Installation

In this section
Step 5. Install the Multimedia/Outbound server software 252
Step 6. Install the Multimedia/Outbound Service Updates 261

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Step 5. Install the Multimedia/Outbound server

software

Follow the procedures in this section to install the Multimedia/Outbound server.

Note: The Contact Center Multimedia/Outbound installation contains all

components, but you can see only the components for which you are licensed.
All unlicensed components are blocked.

The software is installed automatically if it is not already installed.

A check is also performed to ensure that:

The server is running Windows Server 2003 Enterprise or Standard version.
Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

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Installing the Multimedia/Outbound server

1 Insert the Nortel Contact Center DVD into the DVD drive.

2 Select Contact Center Multimedia/Outbound.

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3 Click Install.
Note: If either the Java Runtime Environment (JRE) or Microsoft .NET
Framework is not installed, Contact Center Multimedia/Outbound installs it
automatically. Click OK to begin installation.

Result: The Welcome window appears.

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4 Click Next.
Result: The License Agreement window appears.

5 Read the license agreement, select I accept the terms in the license
agreement, and then click Next.
Result: The Setup Type window appears.

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6 Select CCMM Server, and then click Next.

Note: When you select the CCMM Server, you install the following
components:
Contact Center Multimedia (CCMM) database
Contact Center Multimedia (CCMM) services and utilities
Contact Center Multimedia (CCMM) Database Migration utility
Contact Center Agent Desktop client
Contact Center Outbound Campaign Manager Tool client
Note: For information about installing the Agent Desktop telephony toolbar
on your Communication Control Toolkit server, for telephony-only
deployment, see the Communication Control Toolkit Installation and
Maintenance Guide.
Result: The CCMM Server Type window appears.

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8 Enter the host names for the following servers:

Note: The following four server names must be entered. Use the
information documented in the Installer’s Road map. Do not use the IP
addresses for the servers.
Contact Center Manager Server—The name of the server that routes
contacts to agents.
Contact Center License server—The name of the server where the
license manager information is installed.
Contact Center Telephony Server—The name of the server that
provides telephony control for agents on the Multimedia Server
(Communication Control Toolkit server).
Contact Center Administration Server—The name of the server where
the administration information is configured (Contact Center Manager
Administration server).
Note: If you are licensed to use the e-mail feature, you can also enter the
server names for the following servers:

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Inbound Mail Server—The name of your corporate e-mail server used

10 Select the drives on which you want to install the Multimedia server
software and the Multimedia server database, and then click Next.
Note: Nortel recommends that you:
Install the Nortel Contact Center Multimedia server software on drive D,
and the Multimedia database on drive F.
Install the Multimedia server software on a separate drive from the drive
on which you installed your operating system.
Install the Multimedia database on a separate drive from the one on
which you installed the Multimedia server software.

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Ensure you have a minimum of 20 GB of disk space for the Multimedia

database. The recommended disk space handles 1 000 000 contacts.
After you select a drive, you can click Space to verify the amount of disk
space on the selected drive.
Note: If the Installation program detects that you have not met the disk or
disk space requirements, you are asked to change the drives.

To change the destination locations, click Yes, and repeat step 10.
To leave the destination locations, click No.
Result: The Ready to Install the Program window appears.

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11 Review the information on the Installation Summary section of this window,

and then click Install.
Result: The Contact Center Multimedia/Outbound server software and
database are installed. The InstallShield Wizard Completed window
appears.

12 Click Finish.
13 When you are prompted, click Yes to restart the server.
Result: The installation is complete.

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Step 6. Install the Multimedia/Outbound

Service Updates

Follow the procedure in the Service Update Readme for information about
installing the latest Service Updates and Service Update Supplements for the
Contact Center Multimedia/Outbound software.

What is next?
Configure the required settings for the Contact Center Multimedia/Outbound
server. For more information, see “Step 7. Provide local users with Log on as a
Service right” on page 264.

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Section C: Postinstallation

In this section
Step 7. Provide local users with Log on as a Service right 264
Step 8. Configure the shared inbound and outbound attachment folders 269
Step 9. Configure Internet Information Services (IIS) 281
Step 10. Verify the Multimedia database installation 284
Step 11. Other postinstallation tasks 286

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Step 7. Provide local users with Log on as a

Service right

Note: You must configure CCMMOPSUSR only if you are licensed for e-mail
in your contact center.

Adding the users

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3 Click User Rights Assignment.

Result: All rights that can be assigned to a user are displayed in the right
pane.

4 Double-click Log on as a Service.

Result: The Log on as a service Properties window appears.
5 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.

6 Click Locations.

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Setting the password for the CCMMOPSUSR

To set the password to never expires for the CCMMOPSUSR, perform the
following steps.
1 Click Start > Control Panel> Administrative Tools > Computer
Management.
2 Click Local Users and Groups.

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3 Click Users.

4 Right-click CCMMOPSUSR, and then click Properties.

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5 On the General tab, select the check box Password Never Expires.
6 Click OK.

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Step 8. Configure the shared inbound and

outbound attachment folders

This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to “Step 10. Verify the Multimedia database installation” on
page 284.

Access on a shared folder is determined through two sets of permission entries:

the permissions set on the share (called share permissions) and the permissions
set on the folder (called NTFS file and folder permissions).

You must provide access to a shared location for inbound and outbound e-mail
attachments. These shared locations must be shared for the user types you
configured in “Step 7. Provide local users with Log on as a Service right” on
page 264.

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Use the procedures in this section to configure the shared folders with the
required access permissions.

Setting up the inbound attachment shared location

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5 Click the Sharing tab.

6 Select the Share this folder option.

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16 Click Check Names to verify that the user name exists on the local
computer.

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20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where

<Servername> is the name of the Multimedia server.
22 Click OK.

23 Select the Internet Guest Account (IUSR_<Servername> account).

24 Allow Full Control permissions for the Internet Guest Account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.

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28 Click OK.
29 Click Apply to save the changes to permissions for this folder.
30 On the Inbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

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Setting up the outbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on
which you installed your Contact Center Multimedia database.
3 Locate the folder Outbound.
4 Right-click the Outbound folder, and select Properties.
5 Click the Sharing tab.

6 Select the Share this folder option.

7 In the Share name box, type outboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.

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17 Click OK.
Result: The Permissions for outboundattachment window appears and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).

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19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where <Servername>

is the name of the Multimedia server.

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22 Click OK.

23 Select the Internet Guest account (IUSER_<Servername> account).

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30 On the Outbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

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37 Click Apply to save the changes to permissions for this folder.

38 Click OK to close the Outbound Properties box.
39 Close Windows Explorer.

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Step 9. Configure Internet Information

Services (IIS)

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6 Click the HTTP Headers tab.

7 Click MIME Types.

8 Click New.
9 In the Extension box, type .dic.
10 In the MIME Type box, type application/octet-stream.

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Step 10. Verify the Multimedia database

installation

Follow the procedures to verify the installation of the Multimedia database.

Activating web content permissions

Web permissions control access to virtual directories on the Multimedia server
for Multimedia clients.

To set web content permissions

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Verifying the web services

1 On the Multimedia/Outbound Server, open Internet Explorer.
2 Browse to http://localhost/csp/multimedia/ws.Contact.cls.
Result: A web page appears, indicating successful verification of the web
services.

Note: If the web page does not appear, contact your Nortel technical
support prime.

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Step 11. Other postinstallation tasks

You can perform the following postinstallation tasks.

Changing your Event Viewer settings

Configuring SNMP (optional)

If you are using the Windows Simple Network Management Protocol (SNMP)
service to forward traps, you must perform these tasks, if you have not already
done so:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the Network Management
System (NMS).
Configure the NMS.

For more information, see “Configuring the Windows SNMP service on the
server” on page 872.

Configuring Security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Multimedia Server, see “Using the Windows Server 2003 Security
Configuration Wizard” on page 882.

What is next?
Ensure your clients meet the requirements for your client applications. For more
information, see “Step 12. Check the requirements for each client” on page 288.

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Section D: Client configuration

In this section
Step 12. Check the requirements for each client 288
Step 13. Install .NET Framework on clients 291
Step 14. Configure access to client applications 293

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Step 12. Check the requirements for each

client

The Contact Center Agent Desktop and Outbound Campaign Management Tool
are client applications installed on the Contact Center Multimedia/Outbound
server.

From a client, supervisors or administrators can open the Outbound Campaign

Management Tool from the Contact Center Manager Administrator to create
outbound campaigns and load them to the Contact Center Multimedia/Outbound
server for execution.

Requirements
Before you work with the clients, follow the steps in this section to make sure
you have the required information and materials for using the clients.

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1 Obtain the user ID and password that you need to log on to the client. On a
Windows 2000 Professional, or Windows XP Professional client, you need
an account with local administrative privileges.
2 Check that you have the following hardware (refer to the Contact Center
Planning and Engineering Guide for more complete details):

Description Done

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Description Done

Client software
Clients have one of the following operating systems: Windows
❑
2000 Professional with service pack 4 or Windows XP
Professional with service pack 2
❑
Microsoft .NET Framework 1.1 with service pack 1 (See “Step
13. Install .NET Framework on clients” on page 291)
❑
CCMM_Security_Policy.msi (See “Step 14. Configure access
to client applications” on page 293”)
❑
Internet Explorer 5.5 or later

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Step 13. Install .NET Framework on clients

Prerequisites for installing the .NET Framework

Each client must meet the following requirements before you install the .NET
Framework version 1.1 software, and .NET service pack 1:
Windows 2000 (service pack 4) or Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client

If your clients are running the latest version of Windows XP or Windows 2000,
check to see if the correct version of the .NET Framework version is already
installed.
1 On the clients, click Start > Settings > Control Panel.
2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.

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4 Click the support link.

5 Verify that the version is 1.1.4322. If this version is not correct, you must
install the latest version of the Microsoft .NET Framework.
6 Click Close.
7 Close the Add and Remove Programs window.

Installing the .NET Framework on a client

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Step 14. Configure access to client

applications

The Nortel Multimedia security policy file, CCMM_Security_Policy.msi

Installing the CCMM_Security_Policy.msi file

You must install the current Nortel CCMM_Security_Policy.msi file that is
included in the latest Service Update. For more information about the latest
Service Update, visit www.nortel.com.

There are three methods to install the security policy:

a manual install, recommended for to test the client applications on one or
two clients

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SMS, recommended by Nortel, to install the msi file on multiple clients

Windows group policy to install the .msi file on multiple clients

Note: If a client is outside the Multimedia server domain, then make the
CCMM_Security_Policy.msi file available to the client from a secure network
drive.

Note: Experienced system administrators can deploy the

CCMM_Security_Policy.msi file.

Confirming that the security policy is applied

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3 Verify that you see Code Groups named CCMM and SHDocVw as shown
below.

What is next?
Begin configuring the other components required for routing Multimedia
contacts. For more information, see “Step 15. Configure phonesets on the switch
for each agent” on page 298.

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Section E: External component

configuration

In this section
Step 15. Configure phonesets on the switch for each agent 298
Step 16. Create a Windows user for each agent 300
Step 17. Configure the e-mail server 301

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Step 15. Configure phonesets on the switch

for each agent

You must ensure that the phonesets are configured on the switch. If all of the
phonesets are configured on the switch from your installation of Symposium
Web Center Portal 4.0, you can proceed to “Step 16. Create a Windows user for
each agent” on page 300. For more information about configuring phonesets on
the switch, see the Contact Center, Communication Server 1000/Meridian 1 and
Voice Processing Guide.

You need to configure phonesets for agents that handle voice or outbound
contacts. Agents who handle only e-mail contacts do not require a phoneset.

Checklist for agent phonesets

To configure agent phoneset terminal numbers (TN) on the switch for use with
the Communication Control Toolkit, you must complete the tasks in this
checklist

CS 1000/Meridian 1 for the agent Done

If you are enabling outbound or scheduled callback dialing, ensure ❑

that a personal Dialed Number (DN) key is created on the contact
center agent phoneset.

Enable Associated Set Assignment (AST) for the ACD key and for ❑
one of the other personal DN keys.
Note: AST can only be configured on a maximum of two keys.

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CS 1000/Meridian 1 for the agent Done

Ensure that the Meridian Link Unsolicited Status Message (USM) ❑

group (IAPG option) is enabled.

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Step 16. Create a Windows user for each agent

A Windows user account defines the actions a user can perform. Each user needs
to be created on the domain used by the contact center for agent resources. If all
of the users are configured from your installation of Symposium Web Center
Portal 4.0, you can proceed to “Step 17. Configure the e-mail server” on page
301.

You must be logged on as the domain administrator or a member of the

administrators group to create user accounts.

Configuring the user accounts

If you want to set up other password requirements such as minimum length,

expiration time, or uniqueness, open Group Policy and go to Password Policy.

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Step 17. Configure the e-mail server

This step must only be completed if you are licensed for e-mail contacts in your
Multimedia contact center.

If you are using the same e-mail server and the same e-mail mailboxes as you
were using for Symposium Web Center Portal 4.0, no further configuration is
required on the e-mail server.

What is next?
Perform the steps required to migrate your Symposium Web Center Portal data
to Contact Center Multimedia. For instructions, see “Step 18. Stop the
Multimedia services” on page 304.

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Section F: Database upgrade

In this section
Step 18. Stop the Multimedia services 304
Step 19. Back up the Contact Center database 305
Step 20. Install and configure the Sybase ODBC driver 308
Step 21. Migrate the SWCP 4.0 database to the CCMM server 319
Step 22. Copy the inbound and outbound attachment folders 322
Step 23. Restart the Multimedia services 323

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Step 18. Stop the Multimedia services

Before you run the conversion from the Symposium Web Center Portal 4.0, you
must stop the services

Stopping the services

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

2 Under CCMM OAM Service, click Stop.

3 Under CCMM Outbound Scheduler Service, click Stop.
4 Under CCMM Manager Client Service, click Stop.
5 Under CCMM Email Manager Service, click Stop.
6 Close the CMM Service Control window.

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Step 19. Back up the Contact Center database

You must back up of the Contact Center Multimedia database to preserve the
Contact Center Multimedia 6.0 database if the migration of the Symposium Web
Center Portal database migration fails.

Creating an immediate backup of the current Multimedia database

Start the backup utility to configure an immediate backup. Define a location for
the backup file on a tape or a mapped network drive. For more information about
backing up files, see Chapter 11, “Maintaining the database.” It takes about 5
minutes to back up 1 GB of data from the Multimedia database.

To back up the database

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.
User ID: SysAdmin
Password: _ _ccmm!
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.

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5 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.

6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

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8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are in the Database box, browse to X:\folder name on the

backing up to network share\. For example, if the network drive is X,
a network and the mapped folder is backup, and a subfolder is
location CCMM_backup, then you browse to X:\CCMM_backup\.
You must map the back up folder. See “Creating the
backup destination” on page 836.

you are In the Database box, select the path to the tape drive. A
backing up to valid path to the tape drive is \\.\tapen, where n is the
a tape drive number of the tape drive. (The first tape installed on a
system is, by default, tape0.)

9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, you must back up the
attachments to the same location.
Note: You can only back up your e-mail attachments to a mapped network
drive. Be sure that your network drive contains enough space.
If you do not want to back up your e-mail attachment folders, select the
check box Do not Backup E-mail Attachments, and then skip to step 11.
10 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
11 Click Backup Now.
Result: A reminder box appears to remind you of what is currently backed
up.
12 Click OK to begin the backup.
13 Close the Administrator application.

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Step 20. Install and configure the Sybase

ODBC driver

The Sybase ODBC driver must be installed on the Contact Center Multimedia/
Outbound server so that the Migration utility can access the Symposium Web
Center Portal 4.0 Sybase Database and migrate it to the Caché database.

An ODBC DSN must also be created to access the Symposium Web Center
Portal 4.0 database using the Sybase ODBC driver.

Before you install the Sybase ODBC driver, you must disable the JAVA Just-In-
Time Compiler.

Disabling the JAVA Just-In-Time compiler

If you are installing Sybase on a Pentium IV or XEON computer, you must
disable the Just-In-Time (JIT) Compiler.
1 On the Windows desktop or the Windows Start menu, right-click My
Computer, and then click Properties.
Result: The System Properties window appears.

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2 Click the Advanced tab.

3 Click Environment Variables.

Result: The Environment Variables window appears.

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4 Under System variables, click New.

Result: The New System Variable window appears.

o
5 In the Variable Name box, type JAVA_COMPILER.
6 In the Variable Value box, type NONE.
7 Click OK.
8 Log off of Windows, and then log back on.

Installing the Sybase ODBC driver

1 Insert the DVD into the DVD drive.
2 In My Computer, right-click the DVD and click Explore.
3 Open the folder Sybase_PC_Client.

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4 Double-click setup.exe.
Result: A splash screen appears as the driver is prepared for installation,
then the Installation Type window appears.

5 Click Customized Install, and then click Next.

Result: The Choose Directory window appears.

6 Type the installation directory for the ODBC Driver. The directory is
X:\sybase, where X is the drive on which you installed your Contact Center
Multimedia software.

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7 Click Next.
Result: The Component Selection window appears.

8 Click Clear Selections to remove all components.

9 Click the scroll bar and scroll down to select Sybase ASE ODBC Driver.

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10 Click Next.
Result: The Summary window appears

11 Click Next.
12 If a Create Directory dialog box appears, click Yes.
Result: You are asked to reboot your computer.
13 Click Yes to reboot your computer.
14 Log onto the server as administrator.
Result: After the reboot, the Sybase ODBC driver installation restarts, and
then configures your system. The installation is complete.

15 Click OK.

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Creating a ODBC DSN

1 On the Start menu, click All Programs > Administrative Tools > Data
Sources ODBC.
2 Click the System DSN tab.
Result: The ODBC Data Source Administrator window appears.

3 Click Add.
Result: The Create New Data Source window appears.

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4 Select Sybase ASE ODBC Driver from the list, and then click Finish.
Result: The ODBC Sybase ASE Driver Setup window appears.

5 In the Data Source Name box, type NNCCMultimediaMigration.

Result: The Description for NNCCMultimediaMigration appears in the
Description box.
6 In the Network Library Name list, select Winsock.
7 Leave the Network Address box blank. The CCMM Migration Utility
populates this box with the correct information for your server.
8 In the Database Name box, type SWCP_DB.
9 Click Apply to save the changes.
10 Click OK to close the dialog box.
Note: To test the ODBC connection to Symposium Web Center Portal 4.0,
use the user ID SWCP_ADMIN and password $nortel$admin.

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11 The ODBC driver is created.

12 Click OK.

Restoring Environment variables

After installing the Sybase ODBC driver, the Contact Center Multimedia
Manager Client service and Contact Center Multimedia Outbound Scheduler
service do not start because the path variable is modified by installing the Sybase
ODBC driver.
1 On the Windows Start menu, right-click My Computer, and then click
Properties.
Result: The System Properties window appears.

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2 Click the Advanced tab.

3 Click Environment Variables.

Result: The Environment Variables window appears.

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4 Under System variables, select the Path variable.

5 Click Edit.
6 Check if the following values are present as part of the variable:
%JAVA_HOME%\bin\server;%JAVA_HOME%\bin\client;
%JAVA_HOME%\lib
If the values are not present, add them to the end.
Note: When appending to the Path variable, you must use a semicolon (;)
between each value.
7 Click OK to return to the variable list.
8 Delete the JAVA_COMPILER variable you created to disable the JIT
compiler:
a. Select the JAVA_COMPILER variable.
b. Click Delete.
9 Click OK to close the Environment Variable window.
10 Click OK to close the System Properties window.
11 Log off of Windows, and then log back on.

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Step 21. Migrate the SWCP 4.0 database to the

CCMM server

After the Multimedia/Outbound server software is installed, you must migrate

the data from the Symposium Web Center Portal 4.0 Database to the Contact
Center Multimedia 6.0 database.

Note: Ensure that you have upgraded the SWCP 4.0 software to SU07. The
migration utility cannot upgrade the database unless you are working with this
release.

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Migrating the database

1 Log on to the Contact Center Multimedia/Outbound server with local
administrative privileges.
2 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Database Migration.
Result: The Contact Center Multimedia Migration Tool window appears.

3 Type the name for the Symposium Web Client Portal (SWCP) server.
Note: The SWCP server and the Multimedia server must be on the same
server subnet.
4 Click Start Migration.
Result: A progress bar in the Migration Utility window indicates the
progress of the Database Migration. Information about the number of
records migrated and the estimated completion time is also provided. The
estimated completion time is an estimate that is refined as the migration of
data proceeds.

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5 When the migration is complete, click Exit.

Stopping the migration

Once the database migration is started, you can stop it. When you stop the
migration, the migration process stops after the current customer record is
migrated.

If the migration is stopped, when it is started again, the migration continues from
the customer record where it was stopped.

To stop the database migration

In the Migration Utility window, click Stop Migration.

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Step 22. Copy the inbound and outbound

attachment folders

Complete this step only if you are installing Contact Center Multimedia/
Outbound on a new server and you are using data from Symposium Web Center
Portal Release 4.0.

You must manually copy the inbound and outbound e-mail attachment folders to
the new server.

Copying the inbound attachment files

From the shared folder on your Symposium Web Center Portal server where you
stored inbound attachments, copy the contents of the folder to the location you
configured in “Setting up the inbound attachment shared location” on page 270.
The attachment folder is inboundattachment.

Copying the outbound attachment files

From the shared folder on your Symposium Web Center Portal server where you
stored outbound attachments, copy the contents of the folder to the location you
configured in “Copying the outbound attachment files” on page 322. The
attachment folder is outboundattachment.

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Step 23. Restart the Multimedia services

Restart the Multimedia services on the Multimedia server.

Restarting the services

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

2 Under CCMM OAM Service, click Start.

3 Under CCMM Outbound Scheduler Service, click Start.
4 Under CCMM Manager Client Service, click Start.
5 Under CCMM Email Manager Service, click Start.
6 Close the CMM Service Control window.

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What is next?
Configure the required elements in the Contact Center Manager Server. For
more information, see “Step 24. Enable Open Queue” on page 326.

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Section G: Contact Center Manager

Server configuration

In this Section
Step 24. Enable Open Queue 326
Step 25. Ensure the CCT server is configured 329

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Step 24. Enable Open Queue

Open Queue is a licensed feature on Contact Center Manager Server. If the

feature is enabled, Contact Center Multimedia/Outbound is used to route, create,
read, and delete contacts in Contact Center Manager Server.

The license manager must contain the correct license information to provide
Open Queue feature. For a description of the licensing, see Appendix B,
“Feature licensing.”

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To enable Open Queue

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2 Click the License Manager tab.

Result: The following window appears.

3 From the CCMS Optional Package list, select Open Queue.

4 Continue with “Step 25. Ensure the CCT server is configured” on page 329.

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Step 25. Ensure the CCT server is configured

You must ensure that the Communication Control Toolkit server is configured in
the Contact Center Manager.
1 In the Server Setup Configuration Utility window, click the CCT Server tab.

2 If you are using a remote Communication Control Toolkit server, select the
Use a remote CCT server check box.
3 Ensure the CCT server host name is correct.
4 Keep the default CCT port numbers. For more information about
Communication Control Toolkits ports, see the Communication Control
Toolkit Technical Requirements and Operating System Configuration Guide
and the Communication Control Toolkit Installation and Maintenance
Guide.

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5 Click OK.
Result: The Manager Server window appears.

6 Click Yes.
Result: The server is configured.
7 Click OK.
Result: The following window appears.

8 Click Yes to restart the server.

9 After you restart the sever, Contact Center Manager Server is Open
Queue-enabled and configured for use with the Communication Control
Toolkit server.

What is next?
Configure additional agent phonesets supervisors, agents, and route points if
required for your Contact Center. You can also update the multimedia skillsets.
Continue with “Step 26. Refresh the Contact Center Manager Server,” on page
332 to configure additional resources on Contact Center Manager
Administration.

If you do not wish to configure additional phonesets, supervisors, agents, or

route points, continue to “Step 49. Start the client applications,” on page 436 to
start the client applications.

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Section H: CCMA server configuration

In this section
Step 26. Refresh the Contact Center Manager Server 332
Step 27. Create the agent phonesets 335
Step 28. Create required multimedia skillsets 338
Step 29. Remove redundant skillsets and agent assignments 341
Step 30. Create supervisors and agents 345
Step 31. Create route points 348
Step 32. Configure the sample multimedia scripts 350
Step 33. Add the Multimedia Server to CCMA for reporting 353

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Step 26. Refresh the Contact Center Manager

Server

When you enable Open Queue, you must refresh the Contact Center Manager
Server before you can see the Multimedia Contact types.

Logging on to the Contact Center Manager Administration

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4 Enter your webadmin user ID and password in the boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

Refreshing a server

ATTENTION
Only the default administrator, webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager Server.
Only one webadmin can log on to Contact Center Manager
Administration at one time.

1 Log on to Contact Center Manager Administration. For instructions, see

“Logging on to the Contact Center Manager Administration” on page 332.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
Result: The system warns that all browsers using Contact Center Manager
Administration need to be refreshed. If there has been a feature change to
the Contact Center Manager Server, the change is not reflected in each
browser until it is refreshed.
6 Click Yes.
Result: The system refreshes the server in the system tree.

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Step 27. Create the agent phonesets

Note: After you save a phoneset, you cannot modify it. You must delete your
saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset
Note: Before you perform this procedure, you must configure the phoneset on
the switch. For more information, see “Step 15. Configure phonesets on the
switch for each agent” on page 298.

Repeat these procedures for each phoneset you want to add.

1 Log on to Contact Center Manager Administration. For information, see
“Logging on to the Contact Center Manager Administration” on page 332.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, double-click the server in Contact Center Manager

Server to which you want to add the phoneset. The server expands to
reveal its resources.
4 Click Phonesets and Voice Ports.
Result: The Phonesets/Voice Ports window appears.

Acquiring a phoneset
You must acquire each phoneset so that the switch sends a message to the system
when the agent logs on to the phoneset.

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1 In the Phonesets/Voice Ports window, in the table, select the Acquired

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Step 28. Create required multimedia skillsets

Use the following procedure to create a multimedia skillset. Repeat this

procedure for every skillset you want to create.

Adding a local multimedia skillset

1 Log on to the Contact Center Manager Administration.
2 Click Configuration.
Result: The Configuration window appears.

3 In the system tree, double-click the server in Contact Center Manager

Server to which you want to add the skillset. The server expands to show
the resources.
4 Click the Skillsets folder.
Result: The Skillsets window appears in the right pane.

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11 Optionally, in the Comment box, type any comments you have about the
skillset.
12 Press tab to save your changes.

For more information about creating networking skillsets, see the Contact
Center Manager Administration online Help.

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Step 29. Remove redundant skillsets and

agent assignments

After migrating your data from Symposium Web Center Portal 4.0 to Contact
Center Multimedia 6.0, you can remove redundant skillsets and agent-to-skillset
assignments from your system.

You can:
unassign agents from the MM_Skillset
delete the MM_Skillset used by Symposium Web Center Portal 4.0.

Unassigning agents from a skillset

1 Log into Contact Center Manager Administration.
2 On the launchpad, click Contact Center Management.
Result: The Contact Center Management window appears in the
Supervisor view.
3 Click View/Edit > Skillsets.
4 In the system tree, click the + beside the server on which you wish to
unassign agents from a skillset.
Result: A list of skillsets appears.

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5 From the Skillsets list, click the skillset from which you want to unassign
agents.
Result: The Skillsets window appears in the right pane listing all agents
currently assigned to the selected skillset.

6 From the Set all Skillsets to priority list, select Unassigned.

7 Click Apply.
Note: To unassign an individual agent from the skillset, from the Priority
list for that agent, select Unassigned.
8 Click Submit.

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Deleting a skillset
1 Log into Contact Center Manager Administration.
2 On the launchpad, click Configuration.
Result: The Configuration window appears.

3 In the system tree, click the + beside the server on which you wish to delete
the skillset.
4 Click the Skillsets folder.
Result: The Skillset window appears in the right pane.

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5 In the Skillsets window, click in the column to the left of the skillset that you
want to delete.
Tip: To quickly locate a skillset, click a column header to sort the list
according that column. For example, to sort by name, click the Skillset
Name column.
6 Press Delete on your keyboard.
Result: A confirmation dialogue appears.

7 Click Yes to confirm.

Result: The skillset is deleted.

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Step 30. Create supervisors and agents

Supervisors review information about agents who report to them in the contact
center.

You must configure agents who handle Multimedia contacts the correct skillsets
defined in Contact Center Manager Administration.

Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only
agents. You must now assign relevant multimedia contact types and skillsets to
the supervisors and agents.

Adding a supervisor
1 Log on to Contact Center Manager Administration, if you have not already.
For information, see “Logging on to the Contact Center Manager
Administration” on page 332.
2 Click Contact Center Management.
3 On the system tree, click the Contact Center Manager Server under which
you want to add the supervisor.
Note: Before you can add a new supervisor, you must select a server from
the server tree.
4 On the Contact Center Management menu bar, click Add > Supervisor.
Result: The New Supervisor Details window appears.
5 Enter the following mandatory information about the supervisor:
first name
last name
phoneset login ID
telephony/port address
6 Enter any optional information about the supervisor (for example, title or
department).
7 If the supervisor must log on to the Contact Center Manager Administration
server and use Contact Center Manager, enter a Contact Center Manager
Administration user ID and password for the supervisor.

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8 Click Submit to save the new supervisor profile.

Adding an agent
1 Log on to the Contact Center Manager Administration, if you have not
already. For information, see “Logging on to the Contact Center Manager
Administration” on page 332.
2 Click Contact Center Management.
3 On the system tree, click the Contact Center Manager Server under which
you want to add the agent.
4 On the Contact Center Management menu bar, click Add > Agent.
Result: The New Agent Details window appears.

5 Enter the following mandatory information about the agent:

first name
last name
login ID

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primary supervisor
call presentation
threshold
6 Enter any optional information about the agent (for example, title,
department, or comments).
7 Click Contact Types to display the list.
8 Assign Contact Types to the agent by selecting the relevant check boxes.
9 Click Skillsets to display the list.
10 Within the Skillsets area, click List All to list all skillsets configured on the
server.
Note: If you do not see a skillset to which you need access, because it is
not included in your partition. Contact your administrator and request that
the skillset be added to the partition assigned to you.
11 In the table listing all skillsets, select the priority numbers beside the
skillsets to which you want to assign the agent, or select Standby to put the
agent in standby mode for this skillset. Skillset priority can range from 1 to
48, with 1 being the highest priority for this skillset.
12 If you have administrator privileges, you can now add this new agent to the
partitions that are assigned to the agent’s supervisor (instead of doing so in
Access and Partition Management). Click the Partitions drop-down
heading. The list of partitions configured on the server appears.
13 Click the check boxes beside the partitions to which you want to add the
new agent.
14 Click Submit to save your changes.

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Step 31. Create route points

Route points are used to assign a destination for the Multimedia contacts that are
assigned to skillsets.

If you add an Open Queue CDN (route point) you do not need to configure the
CDN (route point) to the switch.

Adding a CDN (Route Point) on an Open Queue enabled server

1 Log on to the Contact Center Manager Administration. For information, see
“Logging on to the Contact Center Manager Administration” on page 332.
2 On the system tree, double-click the server in Contact Center Manager
Server to which you want to add the Open Queue CDN (route point). The
server expands to reveal its resources.
3 Click the CDNs (route points) heading.
Result: The CDNs (route points) window appears.
4 Select the OpenQueue tab.
5 In the Name box, type the name of the Open Queue CDN (route point) as
you want it to appear in reports.
6 In the CDNUri box, type a value for the Universal Resource Indicator (URI)
of the Open Queue CDN (route point).
7 From the Call Type list, select Open Queue Local if you want to use the
Open Queue CDN (route point) for local calls or select Open Queue
Network if you want to use the Open Queue CDN (route point) for network
calls.
Note: You must enable the networking option if you want to use the Open
Queue CDN (route point) for network calls.
8 Click in any other row of the table. The system adds the Open Queue CDN
(route point), and Not Acquired appears in the Status column.

Acquiring an Open Queue CDN (Route Point)

After you add a CDN (route point) to Contact Center Manager Server, you must
acquire it to enable the system to track calls terminated on it.

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1 In the Open Queue table of the CDNs (Route Points) window, select the
Acquired check box in the row containing the Open Queue CDN (route
point) that you want to acquire.
Note: Clear the Acquired check box to deacquire the Open Queue CDN
(route point).
2 Click in any other row in the table to submit/save your action.
Result: The system acquires or deacquires the Open Queue CDN (route
point), and the status appears in the Status column.
Note: Click Refresh Status to view the current status of the acquisition or
deacquisition.

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Step 32. Configure the sample multimedia

scripts

Scripts for Contact Center Multimedia correctly route multimedia contacts.

For more information about Multimedia scripts, see the Contact Center
Scripting Guide.

The sample scripts demonstrate the following functionality:

queuing a contact to a multimedia skillset using the contact
intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY
queuing a contact to a multimedia agent using the contact
intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY
handling scheduled contacts that have a callback date and timeset using the
contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR
queuing contacts that were pulled by an agent using the Agent Desktop
using the contact intrinsic QUEUETYPE

The following sample scripts are included:

c_Master_Handles_Multimedia—This script passes execution for
multimedia contacts to the relevant primary script for the contact's type.
Any necessary voice handling sections need to be added in the master
script.
EM_Email_Primary—This primary script is executed for e-mail contacts.
The script passes execution to the c_Scheduled_Contact_Handler script. E-
mail contacts are pegged against this application in both historical reports
and real-time displays.
OB_Outbound_Primary—This primary script is executed for outbound
contacts. The script passes execution to the c_Scheduled_Contact_Handler
script. Outbound contacts are pegged against this application in both
historical reports and real-time displays.

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WC_Web_Primary—This primary script is executed for web

communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
c_Scheduled_Contact_Handler—This script checks if the current date
and time is greater than the callback date and time of the contact. If so, the
script immediately passes execution to the c_Queue_Multimedia_Contact
script; otherwise, the script stays in a loop until the callback date and time
arrives and passes execution to the c_Queue_Multimedia_Contact script.
c_Queue_Multimedia_Contact—This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged in, the script queues the
multimedia contact to its assigned skillset.

Importing sample scripts

When you install Contact Center Manager Administration, the system
automatically installs the sample scripts in the following folder on the Contact
Center Manager Administration server:

C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is

the drive on which you installed Contact Center Manager Administration.

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To import a sample script

1 From the Contact Center Manager Administration Launchpad, click
Scripting.
2 Right-click the Script Manager folder.
3 Click New.
Result: The Script Editor window appears.
4 In the Script Editor, click File > Import.
Result: The Import window appears.
5 Select the From Server option button, and then navigate to the location on
the server where the sample scripts are stored.
6 Select the sample script that you want to import.
7 Click Open.
Result: The system adds the text of the sample script to the end of the
current script, or to the place at which you put your cursor before importing
the script.

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Step 33. Add the Multimedia Server to CCMA

for reporting

After the Contact Center Multimedia/Outbound server is installed, you must

configure Contact Center Manager Administration with the name and IP address
of the new server.

You must log on to Contact Center Manager Administration as the web

administrator.

ATTENTION
Risk of interrupting another user
Only one person at a time can log on as the web administrator
in Contact Center Manager Administration.

Adding the Contact Center Multimedia/Outbound server

1 Log on to the Contact Center Manager Administration. For information, see
“Logging on to the Contact Center Manager Administration” on page 332.
2 Click Configuration.

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3 On the Server menu, in the top left corner, click Add Server.

Associating the reporting server to a Contact Center Manager Server

You must associate the Contact Center Multimedia/Outbound server that is
required for reporting with the configured Manager server.

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1 Log on to Contact Center Manager Administration.

2 Click Configuration.
3 Below the Server menu, in the top left corner, select the Contact Center
Manager Server that you want to associate a server with, right-click, and
then click Edit Properties.

What is next?
Configure the Communication Control Toolkit resources. For more information,
see “Step 34. Import the agent phonesets to the TAPI database” on page 358.

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Section I: CCT server configuration

In this section
Step 34. Import the agent phonesets to the TAPI database 358
Step 35. Configure the Content Management Framework option 367
Step 36. Import the contact center users into CCT 375
Step 37. Import the terminals and addresses into CCT 379
Step 38. Import the Windows users into CCT 384
Step 39. Import the agent workstations into CCT 388
Step 40. Map terminals to workstations (optional) 392
Step 41. Map users to addresses, terminals, and contact center users 395

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Step 34. Import the agent phonesets to the

TAPI database

Download information from the CS1000/Meridian 1 switch to the TAPI

database.

Downloading information from the CS 1000/Meridian 1 switch

Before you download information from the CS 1000/Meridian 1 switch, you
must create a switch configuration information text file on the TAPI server.

To create a switch configuration information text file

Note: To complete these steps, ensure that a cable is connected from the server
to the switch.
1 Open a text editor (such as Notepad).
2 Create a new text file called download.txt.
3 Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\
directory on the Communication Control Toolkit server.
4 On the Start menu, choose All Programs > Accessories >
Communications > HyperTerminal to connect to the CS 1000/Meridian1
switch from the Communication Control Toolkit server.
Note: If HyperTerminal is not in the Communications menu, go to Start >
Control Panel > Add or Remove Programs. Add HyperTerminal by
selecting Add/Remove Windows Components, navigate to Accessories
and Utilities, and click Details. Select Communications, and click
Details. Select HyperTerminal, and click OK. HyperTerminal is installed

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from the Windows installation CD; therefore, the Windows installation CD

must in the drive.
Result: The following dialog box appears.

5 Enter the name for the connection.

Result: The Connect To dialog box appears.

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6 In the Connect using list, choose COM1 or the COM port connected to the
CS 1000/Meridian 1 switch.
Result: The COM1 Properties dialog box appears.

7 Verify the information in this dialog box, make any necessary changes, and
then click OK.
Result: The HyperTerminal window appears.

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To convert the text file

To convert the text file containing switch information, perform the following
tasks in the Symposium TAPI Service Provider (SP) configuration application.

Note: Download only the CDNs that you require for TAPI operation. If you
download other CDNs, you must delete them after the download is complete.

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1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 If you are prompted, enter the customer number for the switch.
Result: The configuration application dialog box appears.

3 Click Convert Text file.

Result: The Open dialog box appears.
4 Browse to the download.txt you created. For more information, refer to “To
create a switch configuration information text file” on page 358.

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5 Click Open.
Result: The Translator Status dialog box appears.

6 Click Start.
7 When the import process is complete, click OK.

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Verifying the agent phonesets are imported correctly to the TAPI

database
1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 Click the Meridian 1 Host tab.
3 Click TN Table.
Result: The Line Devices window appears.

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e. In the Position ID, type the position ID of the set.

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k. In the Directory box, enter the directory number for the SCR DN.
l. In the DN Type box, choose SCR.
m. In the Key # box, enter 3.
5 Click OK to exit the TN table.
6 Click OK.

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Step 35. Configure the Content Management

Framework option

Configuring the Communication Control Toolkit Console

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3 On the File menu, choose Add/Remove snap-in.

Result: The Add/Remove snap-in dialog box appears.

4 Click Add.
Result: The Add Standalone snap-in dialog box appears, containing a list
of all available MMC snap-ins.

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5 Select NCCT Admin, and then click Add.

Result: The NCCT Admin Select Computer dialog box appears.

6 Select the computer that the NCCT Admin snap-in is to manage.

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7 Click Finish.
Result: The Add Standalone Snap-in dialog box appears.

8 Select NCCT Maintenance, and click Add.

Result: The NCCT Maintenance snap-in is added to the console.
9 Click Close to close the Add Standalone Snap-in dialog box.

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10 Click OK.
Result: The following window appears.

Configuring the Content Management Framework

1 Open the NCCT 6.0 Console on the Communication Control Toolkit server.
2 On the left pane of the NCCT 6.0 Console, expand NCCT Admin and
select CCT Server.
Result: CCT Server appears in the right pane of console.
3 Double-click CCT Server in the right pane of the console.
Result: CCT Server Properties dialog box appears.

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4 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.

5 In the Communication Control Toolkit Deployment Type section, select

the first or second option (depending on the configuration of the Contact
Center servers).
Note: If you configure the CMF for stand-alone deployment, then you must
restart all core Communication Control Toolkit services. If you configure the
CMF for co-resident deployment then you must start all Contact Center
Manager Server and all core Communication Control Toolkit services.
To stop and restart the core Communication Control Toolkit services, do the
following:
a. Log on to the Communication Control Toolkit server as Administrator.
b. On the NCCT Console, expand NCCT Maintenance.

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c. Click Services on the left pane.

d. On the right pane of the Console window, double-click Services.
Result: The Communication Control Toolkit Services Properties dialog
box appears.

e. Click to stop the services.

f. Click to restart the services.
g. The following services are restarted:
To stop and restart Contact Center Manager Server services, do the
following:
a. Log on to the Contact Center Manager server as administrator.
b. On the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Shutdown.
Result: The Contact Center Manager Server Shutdown utility window
appears.

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e. Click OK.
Note: The Communication Control Toolkit server name automatically
appears in the CCT Server Name box.
6 In the CCMS Server Name box, type the server name of the Contact
Center Manager Server.
7 Click Apply to save the Contact Management Framework settings.
8 Click OK to close the window.

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Step 36. Import the contact center users into

CCT

This section describes importing contact center users configured in Contact

Center Manager Administration to the Communication Control Toolkit server.
Importing multiple resources is more reliable than adding the individual
resources one at a time. You must ensure that all of the agents you configured are
imported to the Communication Control Toolkit server.

Before importing Contact Center users, you must:

enable the Open Queue feature on Contact Center Manager Server (you
completed this task in “Step 24. Enable Open Queue” on page 326)
configure the Communication Control Toolkit server using the NCCT 6.0
Console (you completed this task in “Step 35. Configure the Content
Management Framework option” on page 367)
enable the Contact Management Framework (you completed this task in
“Step 35. Configure the Content Management Framework option” on page
367)

Importing Contact Center users

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2 Close the NCCT 6.0 Console.

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5 On the NCCT 6.0 Console, expand NCCT Admin and click Importing
Tools.
Result: The available Importing Tools appear.

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6 Double-click Import Contact Center Users.

Result: The Import Contact Center Users Properties window appears.

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Step 37. Import the terminals and addresses

into CCT

To avoid errors, Nortel recommends that you import resources rather than add
them individually.

You can add multiple addresses and terminals from TAPI SP using the Import
M1 TSP Data tool.

Importing multiple addresses and terminals

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5 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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6 Expand NCCT Admin and select Importing Tools.

Result: The available Importing Tools appear in the right pane of the
console.

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7 Double-click Import M1 TSP Data.

Result: The Import M1 TSP Data Properties dialog box appears.

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8 Click Browse.
Result: The available terminals and addresses in the TAPI Service
Provider for M1 database appear.

10 Click OK.
Result: The M1 Database is imported.

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Step 38. Import the Windows users into CCT

You can import Windows users from the Communication Control Toolkit 6.0
server and from the local domain using the Import Windows Users tool.

Importing Windows users

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c. Close the Services window.

4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available Importing Tools appear in the right pane of the
console.

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6 Double-click Import Windows Users.

Result: The Import Windows Users Properties dialog box appears.

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Step 39. Import the agent workstations into

CCT

You can import workstations from the local domain using the Import
Workstations tool.

Note: If the Communication Control Toolkit server is on a stand-alone server in

a workgroup, then there are no other workstations to import.

Importing local workstations

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4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available Importing Tools appear in the right pane of the
console.

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6 Double-click Import Work Stations.

7 Press the CTRL key, and select the workstations.

8 Click Add.
Result: The required workstations are added to the Selected Workstations
list.
9 Click OK.
Result: The selected workstations are imported into the Communication
Control Toolkit database.

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Step 40. Map terminals to workstations

(optional)

If you want to have a one-to-one mapping between terminals and workstations,

perform this step.

Mapping a terminal to a workstation

1 On the NCCT 6.0 Console, click Terminals.
Result: The Terminals folder on the console is selected.

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2 Double-click the terminal to configure.

Result: The New Terminal Properties dialog box appears.

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3 Click the Workstation Maps tab.

Result: The Workstation Maps page appears.

4 Select the appropriate workstations in Available WorkStations.

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Step 41. Map users to addresses, terminals,

and contact center users

Before you map a configured user to another Communication Control Toolkit

resource, you must first make sure that the other resource exists and that it is
configured correctly.

Note: You are not required to map terminals to agents if the agents handle only
e-mail contacts.

Map Windows users to terminals or addresses to assign a communication point

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Mapping a user to an address and address groups

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user to configure.

Result: The User Properties dialog box appears.

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3 Click the Address Maps tab.

Result: The Address Maps page appears.

4 Select the appropriate addresses and address groups from Available

Mapping a user to a terminal and terminal group

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The New User Properties dialog box appears.

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3 Click the Terminal Maps tab.

Result: The Terminal Maps page appears.

Mapping a User to a Contact Center user and Contact Center user

group
1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

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3 Click the Agent Maps tab.

Result: The Agent Maps page appears.

What is next?
Log on to the Contact Center Multimedia Administrator application to begin
configuring the outbound, e-mail, or web communications information required,
based on your license. Go to “Step 42. Understand the new contact types” on
page 404.

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Section J: Contact type configuration

In this section
Step 42. Understand the new contact types 404
Step 43. Log on to the Multimedia Administrator 407
Step 44. Start the configuration tool 409
Step 46. Update the E-mail Manager service 428

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Step 42. Understand the new contact types

You can use the Multimedia Administrator to configure the contact types in the
Contact Center Multimedia/Outbound component of Contact Center, including
outbound, and e-mail.

The Operations and Administration Maintenance (OAM) service retrieves

You can use the Contact Center Manager Administrator to create skillsets and
route points. For more information about creating skillsets and route points, see
the Contact Center Manager Administrator Guide.

Configuring the outbound contacts

Only one step is required to configure outbound contacts: configure the route
points for all outbound skillsets. See “Step 43. Log on to the Multimedia
Administrator” on page 407 to begin configuring the Outbound contact
properties.

Configuring the E-Mail Manager

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easy referencing of the thread of conversation between the customer and the
agent
the ability to select a contact type based on the e-mail message and
attachments received, such as text messages (SMS), voice mail, or fax
messages
the ability to handle contacts using one method when the contact center is
open and another method when the contact center is closed

Several steps are required to configure the E-mail Manager. To begin

configuring the E-Mail Manager, see “Step 43. Log on to the Multimedia
Administrator” on page 407.

Some definitions to know

The following is a list of definitions that you need to understand before
configuring the contact types in Contact Center Multimedia/Outbound.
A skillset is a label applied to a set of skills, capabilities, or knowledge that
an agent requires to respond to a given request. The skillsets are retrieved
from the Contact Center Manager database. You must select a route point
for a skillset used to route outbound contacts.
A route point is a location on the open queue that queues incoming calls to
and runs through a script on the Contact Center Manager Server.
An auto-response is an e-mail message sent to a customer with no agent
interaction. An auto-response can be an intelligent response, such as a sales
promotion flyer, or an acknowledgement, such as “We received your e-mail
and will respond to you within three days.”
A recipient mailbox is a container on the e-mail server that hold e-mail
messages. Standard mailboxes are monitored by the Contact Center E-mail
Manager, which routes the e-mail to an agent or group of agents (skillset)
based on an analytical search of the sender address, the recipient address,
the subject and body of an e-mail for predetermined keywords, or a
combination of these. The e-mail server must be compliant with Post Office
Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).
An e-mail alias is not a real e-mail account; an alias is an address that
forwards all e-mail messages it receives to another e-mail account. For
example, the mailbox general@magscripts.com can have the aliases
carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail

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addressed to either of these aliases are forwarded to the

general@magscripts.com mailbox. To route e-mail differently depending
on the alias to which they are addressed, create a recipient mailbox as an
alias in Multimedia Administrator and then create routing rules based on
the alias.
Aliases can be useful to filter e-mail messages. For example, you can define
an alias for a short promotional period after which e-mail messages that
arrive at that alias are discarded.

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Step 43. Log on to the Multimedia

Administrator

The first time you log on to the Multimedia Administrator, use the following:
Username: SysAdmin
Password: _ _ccmm!

Nortel recommends that you change the default administrator password after
you finish configuring the multimedia contact types.

Logging on to the Multimedia Administrator

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.

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4 To log off the Multimedia Administrator, click File > Exit.

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Step 44. Start the configuration tool

After you log on to the Multimedia Administrator application, you can

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2 Click Begin.
Result: The Skillset Settings window appears.

Configuring skillsets
You must configure route points for all skillsets you use for multimedia contacts.
You must configure at least one skillset for each contact type for which you are
licensed.

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1 Select the first skillset you use to route multimedia contacts.

2 Click Edit.
Result: The Edit Skillset window appears.

Note: If you change a skillset for outbound, you cannot create an

autoresponse for the skillset. The Edit Skillset window appears as follows:

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Click OK, and begin the contact configuration using the Getting Started
window again.

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What is next?
If you have only Outbound contacts licensed, your required configuration in the
Multimedia Administrator application is complete.

Note: You can configure other settings, such as the Outbound Scheduler. For
more information about the Outbound Scheduler, see the Multimedia
Administrator online Help.

If you are licensed for e-mail messages, the Server Configuration window
appears and you can continue configuring your requirements for the E-mail
Manager.

Configuring the e-mail servers

Two e-mail servers must be configured:
An inbound server (POP3) for e-mail messages received by the contact
center
An outbound server (SMTP) for e-mail messages sent by the contact center

Note: During installation, you can configure the server names.

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Note: You must ensure that the primary and secondary servers are configured
with identical mailbox names, passwords, and SMTP authentication settings (if
applicable).

You can configure additional e-mail servers. For information about configuring
additional servers, see the Multimedia Administrator online Help.

To configure the inbound mail server

1 In the Server Settings window, double-click Inbound Mail Server (POP3).
Result: The E-mail Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For inbound mail servers, select POP3.
Port Number: Type the port number for the e-mail server.

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Secondary Hostname: If you have a backup e-mail server, provide a

hostname for the backup server.
3 Click Save.
Result: The E-mail Server Properties window closes.

To configure the outbound mail server

1 In the Server Settings window, double-click Outbound Mail Server
(SMTP).
Result: The E-mail Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that sends e-mail
messages.
Server Type: For outbound mail servers, select SMTP.
Port Number: Type the port number for the e-mail server.
Secondary Hostname: If you have a backup e-mail server, provide a
hostname for the backup server.
3 Under Security, select the SMTP Authentication, if required, for your
outbound E-mail Server.
Note: SMTP Authentication must be enabled on the e-mail server. On the
Multimedia E-mail Manager, the SMTP service must authenticate itself with

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Creating a recipient mailbox

You must ensure that any alias e-mail address that you want to configure in the
E-mail Manager is already configured on your corporate e-mail server.

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Contact Center Multimedia/Outbound polls specific recipient mailboxes on the

To create a recipient mailbox

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Select the Alias option to configure this mailbox as an alias. The

address of an alias can be used in rules configuration and outbox
mapping, but a recipient box configured as an alias address not contain
e-mail.
9 In the Process Up to box, enter the maximum number of e-mail messages
the mailbox can accept every time it scans the database. You can enter a
different value for this variable for each mailbox. The default value is 10.
10 Select the Use alternative username for SMTP Authentication box if you
are configuring an inbox as an alias. If SMTP authentication is enabled on
your E-mail Server, and you are using aliases, you log on to the SMTP
server with a different user name.
11 In the Username box, type the SMTP server logon name.
Note: You can have mailboxes on multiple e-mail servers. You can have
multiple e-mail servers for e-mail or fax messages, load balancing, and
managing e-mail subtypes. Each e-mail server is polled for the mailboxes
that it hosts. Configure additional e-mail servers using the Server
Configuration window and procedure described in “Configuring the e-mail
servers” on page 413.
12 Click Save.
Result: The System Default Rule window appears.
Note: The New Recipient box is still open for your reference.

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Modifying the system default rule

To modify the system default rule, you must select a route point for the default
skillset. You can configure the other properties of the rule, including the skillset
used for routing the e-mail.

When you create a recipient mailbox, the system default rule is copied as the last
regular rule into the list of rules for the recipient mailbox. The Default rule
ensures that all contacts received by the mailbox are assigned a skillset.

CAUTION

Risk of routing failure

The default settings for the system default rule are:

use the e-mail default skillset, EM_Default_Skillset
use no auto-response

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assign priority 3 (medium high)

To modify the system default rule

b. In the Route Point list, select a different route point.

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d. Click Save.
Result: The Edit Skillset window closes.
2 To change the auto-response settings, under Select Optional Auto-
Responses, select another auto-response from the list. For more
information about auto-responses, see the online Help.
3 To change the priority, under Select Priority, select a different priority for
the contact. For more information about priorities, see the Multimedia
Administrator online Help.
4 Click Save.
Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule

The system delivery failure rule is used for one of two purposes:

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1. If the e-mail message has an address that matches a recipient mailbox

configured in the E-mail Manager, the system delivery failure rule is used
as a template for the first rule applied in all recipient mailboxes. It ensures
that an e-mail message that contains particular phrases, such as
undeliverable, are not routed to agents.
2. If the e-mail message has an address that does not match a recipient
mailbox configured in the E-mail Manager, the system delivery failure rule
deletes the e-mail message if it contains particular phrases, such as
undeliverable.

When you create a recipient mailbox, the system delivery failure rule is copied
as the first regular rule into list of rules for the recipient mailbox.

By default, the following keywords are used in the Delivery failure keywords
keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report

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When you create a mailbox, it is automatically assigned a delivery failure rule,

which is copied from the system delivery failure rule.

CAUTION

Risk of routing failure

The intention of the delivery failure rule is to route undeliverable

The default settings for the system delivery failure rule are:
use the e-mail default skillset, EM_Default _Skillset
use keyword group delivery failure keywords
assign priority 6 (lowest)

Note: You cannot use an auto-response for a delivery failure rule.

To modify the system delivery failure rule

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c. Below Auto-Signature, type an auto-signature (optional). The auto-

signature is text appended to each e-mail message sent from the
contact center in addition to the agent message. The text in the auto-
signature contains contain corporate disclaimer information and must
be in fixed-width font. The auto-signature appears in an e-mail
message after any personal signature, which is configured in the Agent
Desktop application.
d. Click Save.
Result: The Edit Skillset window closes.
2 To change the keyword group, under Select Keyword Group, select an
existing keyword group from the list. For more information about keyword
groups, see the online Help.
3 To change the priority, under Select Priority, select a different priority from
the list for the contact. For more information about priorities, see the online
Help.
4 Select the check box This Rule will close the Contact if you want the rule
to close the contact.

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5 Click Save.
Result: The System Delivery Failure Rule window and the New Recipient
windows close. The Rules window appears.

Viewing the sequence and status of the rules

1 In the Rules window, review the rule summary.
Note: The legend at the bottom of the window explains the symbols next to
the rule names.
2 Click Close.
Result: A confirmation message appears:

3 Click OK.

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4 Click OK to close the Getting Started window. You can return to the Getting
started window at any time: On the Utilities menu of the Multimedia
Administrator, click Getting Started.

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Step 45. Review migrated mailboxes and rules

All mailboxes that are migrated from Symposium Web Center Portal 4.0 are
created in Contact Center Multimedia 6.0 with a default rule assigned to each
one. This default rule routes incoming e-mail contacts to the default e-mail
skillset.

You can:
Modify the rules created for the migrated mailboxes to route contacts to
other skillsets
Disable the migrated mailboxes. You can disable a mailbox in the
Symposium Web Center Portal 4.0 Administrator, and then enable the
corresponding mailbox in Contact Center Multimedia Administrator.

Note: Ensure that you disable the mailboxes in Symposium Web Center Portal
4.0 before starting the E-mail Manager service outlined in the following step. If
mailboxes are configured in both Symposium Web Center Portal and Contact
Center Multimedia, both servers retrieve e-mail from the same mailboxes.

What is next?
Nortel recommends that you complete the base configuration of Contact Center
Multimedia/Outbound by working through the rest of this chapter. If you want to
add recipients, create rules, configure outbound e-mail settings, create barred e-
mail addresses, create closed reasons, or set outbound timers, you can perform
these tasks after you are finished the base configuration of Contact Center
Multimedia. For more information about configuring additional settings for the
e-mail and outbound contact types, see the Multimedia Administrator online
Help.

Restart the e-mail Manager service. For more information, see “Step 46. Update
the E-mail Manager service,” on page 428.

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Step 46. Update the E-mail Manager service

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Verifying the License Manager and Starter services are started

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.

2 Next to CCMM License Service, verify that the Status is Started and the
Startup Type is Automatic.
3 Next to CCMM Starter Service, verify that the Status is Started and the
Startup Type is Automatic.
4 Verify that the following services are started:
CCMM Manager Client
CCMM OAM service
CCMM Outbound Scheduler
If they are not started, In the Windows Services Control Panel, right-click
the service name, and then click Start.

Configuring the E-mail Manager service

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.
2 Select the CCMM E-mail Manager service.

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3 Right-click on the service, and select Properties.

Result: The Service Properties window appears.
4 In the Startup Type list, select Manual.
5 Click Apply.
6 Click OK.

Starting the E-mail Manager service

1 In the Windows Services Control Panel, right-click CCMM E-mail Manager
service, and then click Start.
2 Close the Windows Services Control Panel.

What is next?
Finish configuring the Administrators, and then begin running the client
applications. For more information, continue with “Step 47. Configure the
administrators” on page 432.

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Section K: Agent configuration

In this section
Step 47. Configure the administrators 432
Step 48. Configure hotdesking (optional) 434
Step 49. Start the client applications 436

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Step 47. Configure the administrators

Nortel recommends that you now change the default password from what is
published in this guide.

Any administrator can change all of the configuration properties in the

Multimedia Administrator application.

Changing the default password

You must change your default administrator password.

To change the default password

1 Log on to the Multimedia Administrator.
2 Expand General Administration.
3 Double-click Administrator Settings.
Result: The Administrator Settings window appears.

4 Select the default administrator.

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5 Click Edit.
Result: The Edit Administrator window appears.

6 Click Reset Password.

Result: The Password Reset window appears. The default user login ID is
appears dimmed so that you cannot change it.

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Step 48. Configure hotdesking (optional)

When hotdesking is also configured for a Citrix environment, agents are

Setting up hotdesking
1 Ensure all workstations are imported into the Communication Control
Toolkit database using the Communication Control Toolkit administration
tool. You completed this step in “Step 39. Import the agent workstations into
CCT” on page 388.
2 Create a terminal group and add all relevant terminals to this terminal
group.
3 Map the new terminal group (or the individual terminals) to the relevant
Contact Center users. For more information, see “Step 41. Map users to
addresses, terminals, and contact center users” on page 395.
4 Map one workstation to each terminal. For more information, see “Step 40.
Map terminals to workstations (optional)” on page 392.
5 Open the ccad.exe.config file. It is located on the drive where you installed
the Contact Center Multimedia software.
6 In the ccad.exe.config file, enable Contact Center Agent Desktop
hotdesking by changing the HotDeskingEnabled value to 1. Use the Edit >
Find menu option in Notepad to locate the HotDeskingEnabled variable.
Result: The file contains the following text:

<add key="HotDeskingEnabled" value="1" />

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7 If your agents are working in a Citrix environment, the Contact Center

Applying hotdesking to the Contact Center Agent Desktop

Agents see the workstation logon screen if:

HotDeskingEnabled in the ccad.exe.config file is 1
HotDeskingLogin in the ccad.exe.config file is 1 (for Citrix workstations)

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Step 49. Start the client applications

Starting the Contact Center Agent Desktop

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To start the Agent Desktop application

2 Click Logged Out.

Prerequisites for starting the Outbound Campaign Management Tool

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Configure the Multimedia server in the Contact Center Manager

To assign user basic access rights to the Outbound component

1 Log on to the Contact Center Manager Administrator. For instructions, see
“Logging on to the Contact Center Manager Administration” on page 332.
2 Click Access and Partition Management.
3 In the Access and Partition Management component, choose View/Edit >
User Administration.
4 Select the user from the list in the system tree.
5 In the right pane, click Basic Access Rights.
6 Select the Outbound component.

7 Click Submit.

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Starting the Outbound Campaign Management Tool

1 On the Contact Center Manager Administration launchpad, click
Outbound.
Result: The Outbound window appears.

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2 On the left side of the Outbound window, click a Contact Center Multimedia
server.
Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information
about creating an outbound campaign.

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Chapter 4

Migrating Contact Center 6.0 to a new

server

In this chapter
Overview 442
Section A: Source server requirements 445
Section B: Preinstallation 449
Section C: Installation 467
Section D: Postinstallation 479
Section E: Client configuration 509
Section F: External component configuration 519
Section G: Contact Center Manager server configuration 525
Section H: CCMA server configuration 531
Section I: CCT server configuration 553
Section J: Contact type configuration 599
Section K: Agent configuration 627

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Overview

This chapter describes the procedures required to move your contact center data
from one Contact Center Multimedia Release 6.0 server to a new server.

Before you install the Contact Center Multimedia software on the new server,
you must ensure your new hardware meets the specification of the Contact
Center Multimedia Technical Requirements and Operating System
Configuration Guide.

What you need

The following checklist contains the software and equipment you must have to
upgrade Contact Center Multimedia/Outbound 6.0:

Description Done

All tasks and procedures in the Contact Center Multimedia Technical ❑

Requirements and Operating System Configuration Guide are
complete. You can get the latest copy of the this guide on Helmsman
(www.nortel.com/helmsman).

The Nortel Contact Center DVD is available. ❑

Contact Center Manager server is installed and operational for voice ❑
contacts.

Contact Center Manager Administration server is installed and ❑

operational for voice contacts. For more information, see the Contact
Center Manager Administration Server Installation and Maintenance
Guide
Communications Control Toolkit server is installed and configured, ❑
and TAPI is configured. For more information, see the
Communications Control Toolkit Installation and Maintenance Guide.
The Installer’s Road map preinstallation checklist is completed and ❑
available for reference. You can get the latest copy of the Installer
Road map from the Partner Information Center (www.nortel.com/pic).

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Description Done

The Contact Center Manager server, the Contact Center Manager ❑

Administration server, and the Communication Control Toolkit server
are on the same subnet and have good network connectivity.

Timing
Backing up the Multimedia database takes approximately 5 minutes for each
1 MB of data. Restoring the database takes approximately 5 minutes for each
1 MB of data.

Preinstallation, installation, and post installation steps require approximately 20

minutes.

Configuring the clients requires approximately 5 minutes per client.

Configuring the contact types requires approximately 30 minutes, depending on

the complexity of your contact center, and the types of contacts.

Configuring the users for the Multimedia server requires approximately 30

minutes.

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Section A: Source server requirements

In this section
Step 1. Back up your Contact Center Multimedia database 446

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Step 1. Back up your Contact Center

Multimedia database

Nortel recommends that you reduce the size of data in the Contact Center
Multimedia database on the original server before you start the migration
process to ensure that only relevant data is migrated. Perform the following tasks
on the original database:
In the last period of operation of the Contact Center Multimedia release 6.0
system, complete and close as many contacts as possible.
Archive all data that you do not want to migrate to the new database. For
more information about archiving the current database, see Chapter 12,
“Archiving and restoring data.”
Create a backup of the current Multimedia database and the attachments
folders.

Creating an immediate backup of the current Multimedia database

To back up the database

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5 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.

6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

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8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are in the Database box, browse to X:\folder name on the

backing up to a network share\. For example, if the network drive is X,
network and the mapped folder is backup, and a subfolder is
location CCMM_backup, then you browse to X:\CCMM_backup\.
You must map the back up folder. See “Creating the
backup destination” on page 836.
you are In the Database box, select the path to the tape drive. A
backing up to a valid path to the tape drive is \\.\tapen, where n is the
tape drive number of the tape drive. (The first tape installed on a
system is, by default, tape0.)

9 If you want to back up the e-mail attachment folders, in the Attachments

What is next?
Install and configure the software on your new Contact Center Multimedia
server. See “Step 2. Review the preinstallation instructions” on page 450.

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Section B: Preinstallation

In this section
Step 2. Review the preinstallation instructions 450
Step 3. Read the prerequisite documentation and check for updates 451
Step 4. Install your remote support access tool 452

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Step 2. Review the preinstallation instructions

Before you perform a new installation of the Contact Center Multimedia/

Outbound software, you must ensure your hardware and software meet the
specifications described in the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide.

ATTENTION
Failure to review the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide can
result in errors and omissions when installing the software.

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Step 3. Read the prerequisite documentation

and check for updates

Before you install the Contact Center Multimedia/Outbound software, you must
check the Nortel web site (www.nortel.com) or the Partner Information Center
web site (www.nortel.com/pic) for the following:
updated customer documentation and distributor technical references
installation addenda, such as Service Updates (SU) or Service Update
Supplements (SUS)

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Step 4. Install your remote support access

tool

Alternatively, Nortel accepts Microsoft Remote Desktop Connection for

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.

Nortel provides guidelines for setting up remote support using a virtual private
network (VPN). For more information, see the Nortel Contact Center Planning
and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool

The following steps are general guidelines only. For complete information, see
the documentation included with the pcAnywhere software.

CAUTION

Risk of system failure

To install pcAnywhere
1 Log on to the Contact Center Multimedia/Outbound server as the local
administrator.
2 Insert the Nortel Contact Center DVD into the server.
3 Open the PCAnywhere folder.

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4 Double-click the NTJK088A-02 - Host Only.exe file.

Result: The Symantic pcAnywhere installation program starts.

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Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as the local Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and click
Yes to confirm.

ATTENTION
The following message indicates that your video driver is
incompatible with pcAnywhere: pcAnywhere detected
and fixed a display driver problem. Please
restart your computer to allow the change to
take effect. You must uninstall pcAnywhere, update your
video driver, and reinstall pcAnywhere.

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

To change the Windows access rights for pcAnywhere files

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4 Click the Security tab.

5 In the Name box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, select Allow beside Full Control.
7 Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later

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3 On the File menu, choose New Item > Connection Wizard.

Result: The Connection Wizard - Connection Method window appears.

4 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5 Click Next.
Result: The Connection Wizard - Authentication Type window appears.

6 Select I want to set up a user name and password to create a new type
of authentication.

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7 Click Next.
Result: The Connection Wizard - Name and Password window appears.

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11 Click Next.
Result: The Connection Wizard - Summary window appears.

12 Review the Summary.

13 Click Finish.
Result: The Hosts window reappears with the new account selected.
14 Type a custom name for this account to identify it in the list of caller
accounts.

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15 Right-click the account name, and click Properties.

Result: The Host Properties: <account name> window appears.

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16 Click the Settings tab.

17 Select Launch with Windows and Run minimized.

18 Click the Callers tab.

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19 In the Caller list box, right-click the caller account you just created, and then
click Properties.
Result: The Caller Properties window appears.

20 Click the Privileges tab.

21 Click Superuser.

22 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to the IDs.

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23 Click the Security Options tab.

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26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

ATTENTION If you select the Required to modify properties option on the

Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep it in a safe
place. If you forget the password, you cannot change any
settings.

30 Click OK to save all pcAnywhere Host settings.

31 Optionally, repeat steps 2 to 30 to create another caller account of your
choice.
32 Close the Symantec pcAnywhere window.

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Using Microsoft Remote Desktop Connection as your remote support

access tool
If pcAnywhere 11.5 is installed on your server, you do not need to enable
Microsoft Remote Desktop Connection as your remote support access tool.
Therefore, you can skip this procedure.

Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled.

Enabling Microsoft Remote Desktop Connection for Administration

Note: To enable Microsoft Remote Desktop Connection for Administration, you

must be logged on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties Window opens.
2 Click the Remote tab.

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3 On the Remote tab, select Turn on Remote Assistance and allow

invitations to be sent from this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

What is next?
Continue with installing the Contact Center Multimedia/Outbound server
software. For more information, see “Step 5. Install the Multimedia/Outbound
server software” on page 468.

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Section C: Installation

In this section
Step 5. Install the Multimedia/Outbound server software 468
Step 6. Install the Multimedia/Outbound Service Updates 477

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Step 5. Install the Multimedia/Outbound server

software

Follow the procedures in this section to install the Contact Center Multimedia/
Outbound server.

Note: The Contact Center Multimedia/Outbound installation contains all

components, but you can see only the components for which you are licensed.
All unlicensed components are blocked.

The software is installed automatically if it is not already installed.

A check is also performed to ensure that:

The server is running Windows Server 2003 Enterprise or Standard version.
Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

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Installing the Multimedia server

1 Insert the Nortel Contact Center DVD into the DVD drive.

2 Select Contact Center Multimedia/Outbound.

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Result: The Welcome window appears.

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4 Click Next.
Result: The License Agreement window appears.

5 Read the license agreement, select I accept the terms in the license
agreement, and then click Next.
Result: The Setup Type window appears.

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6 Select CCMM Server, and then click Next.

Note: When you select the CCMM Server, you install the following
components:
Contact Center Multimedia (CCMM) database
Contact Center Multimedia (CCMM) services and utilities
Contact Center Multimedia (CCMM) Database Migration utility
Contact Center Agent Desktop client
Contact Center Outbound Campaign Manager Tool client
Note: For information about installing the Agent Desktop telephony toolbar
on your Communications Control Toolkit server, for telephony-only
deployment, see the Communication Control Toolkit Installation and
Maintenance Guide.
Result: The CCMM Server Type window appears.

7 Select Primary Server to install the production server, and then click Next.
Note: The Redundancy server is a warm standby server that is used for
quick recovery if the primary server fails. For more information about

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installing the Redundancy server, see Chapter 5, “Installing the

Redundancy server.”
Result: The Multimedia Server Configuration window appears.

8 Enter the host names for the following servers:

Note: The following four server names must be entered. Use the
information documented in the Installer’s Road Map. Do not use the IP
addresses for the servers.
Contact Center Manager Server—The name of the server that routes
contacts to agents.
Contact Center License server—The name of the server where the
license manager information is installed.
Contact Center Telephony Server—The name of the server that
provides telephony control for agents on the Multimedia Server
(Communications Control Toolkit server).
Contact Center Administration Server—The name of the server where
the administration information is configured (Contact Center Manager
Administration server).
Note: If you are licensed to use the E-mail feature, you can enter the server
names for the following servers:
Inbound Mail Server—The name of your corporate e-mail server used
for inbound mail.

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Outbound Mail Server—The name of your corporate e-mail server used

to send e-mail. The name of the inbound and outbound e-mail servers
can be the same.
Note: If you are licensed for the Web Communications feature, you can
also enter the server name for the following:
Web Communications Server—The name of the corporate server used
for web access and internet connections.
9 Click Next.
Result: The Destination Location window appears.

10 Select the drives on which you want to install the Multimedia server
software and the Multimedia server database, and then click Next.
Note: Nortel recommends that you:
Install the Nortel Contact Center Multimedia server software on drive D,
and the Multimedia database on drive F.
Install the Multimedia server software on a separate drive from the drive
on which you installed your operating system.
Install the Multimedia database on a separate drive from the one on
which you installed the Multimedia server software.
Ensure you have a minimum of 20 GB of disk space for the Multimedia
database. The recommended disk space handles 1 000 000 contacts.

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After you select a drive, you can click Space to verify the amount of disk
space on the selected drive.
Note: If the installation program detects that you have not met the disk and
disk space requirements, you are asked to change the drives.

To change the destination locations, click Yes, and repeat step 10.
To leave the destination locations, click No.
Result: The Ready to Install the Program window appears.

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11 Review the information on the Installation Summary section of this window,

and then click Install.
Result: The Contact Center Multimedia/Outbound server software and
database are installed. The InstallShield Wizard Completed window
appears.

12 Click Finish.
13 When you are prompted, click Yes to restart the server.
Result: The installation is complete.

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Step 6. Install the Multimedia/Outbound

Service Updates

Follow the procedure in the Service Update Readme for information about
installing the latest Service Updates and Service Update Supplements for the
Contact Center Multimedia/Outbound software.

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Section D: Postinstallation

In this section
Step 7. Provide local users with Log on as a Service right 480
Step 8. Configure the shared inbound and outbound attachment folders 485
Step 9. Configure Internet Information Services (IIS) 497
Step 10. Verify the Multimedia database installation 500
Step 11. Restore the Contact Center Multimedia/Outbound data 503
Step 12. Other postinstallation tasks 507

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Step 7. Provide local users with Log on as a

Service right

Note: You must configure CCMMOPSUSR only if you are licensed for e-mail
in your contact center.

Adding the users

1 On the Windows Start menu, click All Programs > Administrative Tools >
Local Security Policy to open the Local Security Settings window.
Result: The Local Security Settings window appears.
2 Under Security Settings, double-click Local Policies in the left pane.
Result: The list expands to show the local security policy settings.

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3 Click User Rights Assignment.

Result: All rights that can be assigned to a user are displayed in the right
pane.

4 Double-click Log on as a Service.

Result: The Log on as a service Properties window appears.
5 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.

6 Click Locations.

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Setting the password for the CCMMOPSUSR

To set the password to never expires for CCMMOPSUSR, perform the following
steps.
1 Click Start > Control Panel> Administrative Tools > Computer
Management.
2 Click Local Users and Groups.

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3 Click Users.

4 Right-click CCMMOPSUSR, and then click Properties.

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5 On the General tab, select the check box Password Never Expires.
6 Click OK.

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Step 8. Configure the shared inbound and

outbound attachment folders

This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to “Step 10. Verify the Multimedia database installation” on
page 500.

Access on a shared folder is determined through two sets of permission entries:

the permissions set on the share (called share permissions) and the permissions
set on the folder (called NTFS file and folder permissions).

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Use the procedures in this section to configure the shared folders with the
required access permissions.

Setting up the inbound attachment shared location

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5 Click the Sharing tab.

6 Select the Share this folder option.

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16 Click Check Names to verify that the user name exists on the local
computer.

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20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where

<Servername> is the name of the Multimedia server.
22 Click OK.

23 Select the Internet Guest Account (IUSR_<Servername> account).

24 Allow Full Control permissions for the Internet Guest Account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.

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28 Click OK.
29 Click Apply to save the changes to permissions for this folder.
30 On the Inbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

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Setting up the outbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on
which you installed your Contact Center Multimedia database.
3 Locate the folder Outbound.
4 Right-click the Outbound folder, and select Properties.
5 Click the Sharing tab.

6 Select the Share this folder option.

7 In the Share name box, type outboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.

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17 Click OK.
Result: The Permissions for outboundattachment window appear and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).

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19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where <Servername>

is the name of the Multimedia server.

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22 Click OK.

23 Select the Internet Guest Account (IUSER_<Servername> account).

24 Select Full Control for the Internet Guest Account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.
28 Click OK.
29 Click Apply to save the changes to permissions for this folder.

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30 On the Outbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

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37 Click Apply to save the changes to permissions for this folder.

38 Click OK to close the Outbound Properties box.
39 Close Windows Explorer.

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Step 9. Configure Internet Information

Services (IIS)

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6 Click the HTTP Headers tab.

7 Click MIME Types.

8 Click New.
9 In the Extension box, type .dic.
10 In the MIME Type box, type application/octet-stream.

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Step 10. Verify the Multimedia database

installation

Follow the procedures in this section to verify the installation of the Multimedia
database.

Activating web content permissions

Web permissions control access to virtual directories on the Multimedia server
for Multimedia clients.

To set web content permissions

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3 Click Web Services Extensions.

4 On the right side of the IIS Window, click the Extended tab if it is not
already open.
5 Select Active Server Pages.
6 Click Allow.
7 Close the Internet Information Services (IIS) Manager window.

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Verifying the web services

Note: If the web page does not appear, contact your Nortel technical
support prime.

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Step 11. Restore the Contact Center

Multimedia/Outbound data

After the Multimedia server software is installed on your new server, you must
restore the data from your old server onto your new server using the backup
taken of the Contact Center Multimedia database.

Restoring the Contact Center Multimedia/Outbound database

Before you restore your database, you must shut down all of the Contact Center
Multimedia applications. It is important that no processes, except for the Caché
database, are running while you restore the database.

CAUTION

Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.

Outbound applications, the restore fails.

1 On your server, shut down all Contact Center Multimedia/Outbound

applications. You must not use the Outbound Campaign Management Tool
or the Contact Center Agent Desktop until the restore is complete. Shut
down the services manually by following these steps:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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b. Under each of the following services, click Stop.

Note: Do not stop the License Manager service.
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
2 Under the Caché Controller service, click Start.
3 Click Exit to close the CCMM Service Control window.
4 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
5 Type your user ID and password.
User ID: SysAdmin
Password: _ _ccmm!
6 Close any configuration windows that appear.

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7 Expand Contact Center Multimedia/Outbound.

8 Expand Database Administration.
Result: The CCMM Backup and Restore Utility window appears.

9 Click Restore.
Result: The Restore CCMM Database window appears.

10 Beside Restore from, select the location you used to back up the database
and e-mail attachment folders.
11 In the Database box, choose a file name for your backup file. Click Browse
to select the file name.
12 If you want to restore the e-mail attachment folders, in the Attachments
box, type X:\folder name on the network share. Click Browse and open

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the selected file name. If you are restoring the database from a mapped
network folder, the attachments must be restored from the same location.
If you do not want to restore the e-mail attachment folders, select the check
box Do not Restore E-mail Attachments.
13 Click Restore Now.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the path is not correct, click No,
select the correct file name, and then click OK.
14 Click Close.
15 Restart the server.

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Step 12. Other postinstallation tasks

You can perform the following postinstallation tasks.

Changing your Event Viewer settings

Configuring SNMP (optional)

For more information, see “Configuring the Windows SNMP service on the
server” on page 872.

Configuring security settings

What is next?
Ensure your clients meet the requirements for your client applications. For more
information, see “Step 13. Check the requirements for each client” on page 510.

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Section E: Client configuration

In this section
Step 13. Check the requirements for each client 510
Step 14. Install .NET Framework on clients 513
Step 15. Configure access to client applications 515

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Step 13. Check the requirements for each

client

Note: You checked the requirements for the clients in your contact center during
the configuration of your old Contact Center Multimedia server. If you are not
adding or changing clients in your contact center, then proceed to“Step 16.
Configure phonesets on the switch for each agent” on page 520.

The Contact Center Agent Desktop and Outbound Campaign Management Tool
are client applications installed on the Contact Center Multimedia server.

From a client, supervisors or administrators can open the Outbound Campaign

Management Tool from the Contact Center Manager Administrator to create
outbound campaigns and load them to the Contact Center Multimedia/Outbound
server for execution.

Requirements
Before you work with the client, follow the steps in this section to make sure you
have the required information and materials for using the clients.

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1 Obtain the user ID and password that you need to log on to the client. On a
Windows 2000 Professional, or Windows XP Professional client, you need
an account that has local administrative privileges.
2 Check that you have the following hardware (refer to the Contact Center
Planning and Engineering Guide for complete details):

Description Done

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Description Done

Client software
Clients have one of the following operating systems: Windows
2000 Professional with service pack 4 or Windows XP
Professional with service pack 2 ❑
Microsoft .NET Framework 1.1 with service pack 1 (See “Step
14. Install .NET Framework on clients” on page 513.) ❑
CCMM_Security_Policy.msi (See “Step 15. Configure access
to client applications” on page 515) ❑
Internet Explorer 5.5 or later ❑

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Step 14. Install .NET Framework on clients

The .NET Framework version 1.1 and .NET service pack 1 must be installed on
the clients before you can run an application such as the Agent Desktop
application or the Outbound Campaign Management Tool.

Prerequisites for installing the .NET Framework

Each client must meet the following requirements before you install the .NET
Framework version 1.1 software, and .NET service pack 1:
Windows 2000 Professional (service pack 4) or Windows XP Professional
(service pack 2)
Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client

If your clients are running the latest version of Windows XP or Windows 2000,
check to see if the correct version of the .NET Framework version is already
installed.
1 On a client, click Start > Settings > Control Panel.
2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.

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4 Click the support link.

5 Verify that the version is 1.1.4322. If this version is not correct, you must
install the latest version of the Microsoft .NET Framework.
6 Click Close.
7 Close the Add and Remove Programs window.

Installing the .NET Framework on a client

1 Log on to the client as the local administrator.
2 On the client, open the DVD folder, CCMM/
Microsoft .NET Framework 1.1 Redistributables.
3 Double-click dotnetfx.exe to install the .NET Framework version 1.1.
4 When prompted to install the Microsoft .NET package, click Yes.
5 When the installation is complete, click OK.
6 On the client, open the DVD folder, CCMM/
Microsoft .NET Framework 1.1 Redistributables/service pack 1.
7 Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service
pack 1.
8 When the installation is complete, click OK.

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Step 15. Configure access to client

applications

The Nortel Multimedia security policy file, CCMM_Security_Policy.msi

Installing the CCMM_Security_Policy.msi file

You must install the current Nortel CCMM_Security_Policy.msi file that is
included in the latest Service Update. For more information about the latest
Service Update, visit www.nortel.com.

There are three methods to install the security policy:

a manual installation, recommended to test the client applications on one or
two clients

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SMS, recommended by Nortel, to install the msi file on multiple clients

Windows group policy to install the .msi file on multiple clients

Note: If a client is outside the Multimedia server domain, then make the
CCMM_Security_Policy.msi file available to the client from a secure network
drive.

Note: An experienced system administrator can deploy the

CCMM_Security_Policy.msi file.

Confirming that the security policy is applied

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3 Verify that you see Code Groups named CCMM and SHDocVw as shown
below.

What is next?
If you are migrating your existing Contact Center Multimedia/Outbound
installation to a new server, and your contact center configuration is the same as
it was, you have already configured the phonesets, Windows users, your e-mail
server, Contact Center Manager server, Contact Center Manager Administration,
the Communications Control Toolkit, and the contact types in the Multimedia
Administrator. You can proceed to “Step 42. Start the client applications,” on
page 633.

If you want to change any of the configurations, use the following sections to
configure the resources required for your contact center.

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Section F: External component

configuration

In this section
Step 16. Configure phonesets on the switch for each agent 520
Step 17. Create a Windows user for each agent 522
Step 18. Configure the e-mail server 524

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Step 16. Configure phonesets on the switch

for each agent

Note: You configured the phonesets in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding or changing phonesets in your contact center, then proceed to “Step 17.
Create a Windows user for each agent” on page 522.

You must ensure that the phonesets are configured on the switch. For more
information, see the Contact Center, Communication Server 1000/Meridian 1
and Voice Processing Guide.

You need to configure phonesets for agents that handle voice or outbound
contacts. Agents who handle only e-mail contacts do not require a phoneset.

Checklist for agent phonesets

To configure agent phoneset terminal numbers (TN) on the switch for use with
the Communication Control Toolkit, you must complete the tasks in this
checklist.

CS 1000/Meridian 1 for the agent Done

Create a terminal number (TN) entry for each contact center agent ❑
as per instructions in the Contact Center Manager Server
Installation and Maintenance Guide.

Ensure that key 0 has Automatic call distribution call (ACD) ❑

functionality. TNs can be configured with a Contact Center
Manager Server-specific ACD queue or a normal ACD queue used
for both voice and media.
If you are enabling outbound or scheduled callback dialing, ensure ❑
that a personal Dialed Number (DN) key is created on the contact
center agent phoneset.

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CS 1000/Meridian 1 for the agent Done

Enable Associated Set Assignment (AST) for the ACD key and for ❑
one of the other personal DN keys.
Note: AST can only be configured on a maximum of two keys.

Ensure that the Meridian Link Unsolicited Status Message (USM) ❑

group (IAPG option) is enabled.

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Step 17. Create a Windows user for each agent

Note: You created the Windows users in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding or changing Windows users in your contact center, then proceed to “Step
18. Configure the e-mail server” on page 524.

A Windows user account defines the actions a user can perform. Each user needs
to be created on the Domain used by the Contact Center for Agent resources

You must be logged on as the Domain Administrator or a member of the

Administrators group to create user accounts.

Configuring the user accounts

1 Log on to the relevant domain controller with administrative privileges.
2 Click Start > All Programs > Administrative Tools > Active Directory
Users and Computers.
3 Select the Domain used for Contact Center Agent Resources.
4 On the Action menu, click New > User.
5 Complete the relevant user details such as first name, last name, and user
logon name and then click Next.
6 Enter and confirm the user password, and then click Next.
Note: A Microsoft Exchange e-mail mailbox for users is not required by
Contact Center Multimedia, however, you can create a mailbox for the
agent depending on your user requirements.
7 Review the user details.
8 Click Finish to create the Windows user.

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If you want to set up other password requirements such as minimum length,

expiration time, or uniqueness, open Group Policy and go to Password Policy.

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Step 18. Configure the e-mail server

Note: You configured the e-mail server during the configuration of your old
Contact Center Multimedia server. If you are not changing the configuration of
the e-mail server, then proceed to “Step 19. Enable Open Queue” on page 526.

What is next?
Configure the required elements in Contact Center Manager Server. For more
information, see “Step 19. Enable Open Queue” on page 526.

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Section G: Contact Center Manager

server configuration

In this section
Step 19. Enable Open Queue 526
Step 20. Ensure the CCT server is configured 529

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Step 19. Enable Open Queue

Note: You configured Contact Center Manager Server during the configuration
of your old Contact Center Multimedia server. If you do not need to change the
configuration of Contact Center Manager Server, then proceed to “Step 22.
Create the agent phonesets” on page 535.

Open Queue is a licensed feature on Contact Center Manager Server. If the

feature is enabled, Contact Center Multimedia is used to route, create, read, and
delete contacts in Contact Center Manager Server.

The License Manager must contain the correct license information to provide
Open Queue feature. For a description of the licensing, see Appendix B,
“Feature licensing.”

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To enable Open Queue

1 On the Start menu of Contact Center Manager Server, choose All
Programs > Nortel Contact Center > Server Setup Configuration.
Result: The Nortel Contact Center Management Server Setup
Configuration Utility window appears.

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2 Click the License Manager tab.

Result: The License Manager page appears.

3 From the CCMS Optional Package list, select Open Queue.

4 Continue with “Step 20. Ensure the CCT server is configured” on page 529.

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Step 20. Ensure the CCT server is configured

You must ensure that the Communications Control Toolkit server is configured
in Contact Center Manager Server.
1 In the Server Setup Configuration Utility window, click the CCT Server tab.

2 If you are using a remote Communication Control Toolkit server, select the
Use a remote CCT server check box.
3 Ensure the Communication Control Toolkit server host name is correct.
4 Keep the default CCT port numbers. For more information about
Communication Control Toolkits port numbers, see the Communication
Control Toolkit Technical Requirements and Operating System
Configuration Guide and the Communication Control Toolkit Installation and
Maintenance Guide.

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5 Click OK.
Result: The Manager Server window appears.

6 Click Yes.
Result: The server is configured.

7 Click OK.
Result: The following window appears.

8 Click Yes to restart the server.

9 After you restart the sever, Contact Center Manager Server is Open
Queue-enabled and configured to work with the Communications Control
Toolkit server.

What is next?
Configure the required resources in the Contact Center Manager Administration.
For more information, see “Step 21. Refresh Contact Center Manager Server” on
page 532.

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Section H: CCMA server configuration

In this section
Step 21. Refresh Contact Center Manager Server 532
Step 22. Create the agent phonesets 535
Step 23. Create required multimedia skillsets 538
Step 24. Create supervisors and agents 541
Step 25. Create route points 544
Step 26. Configure the sample multimedia scripts 546
Step 27. Add the Multimedia Server to CCMA for reporting 549

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Step 21. Refresh Contact Center Manager

Server

When you enable Open Queue, you must refresh Contact Center Manager
Server before you can see the Multimedia contact types.

Logging on to Contact Center Manager Administration

1 Start Internet Explorer.
2 In the Address box, type http followed by the server name. For example,
http://<Contact Center Manager Administration Server name>.
3 Press Enter.
Result: If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the client, then the Contact Center Manager
Administration server displays the Contact Center Manager Administration
main logon window.

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4 Enter your webadmin user ID and password in the text boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

Refreshing a server

ATTENTION
Only the default administrator, webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager Server.
Only one webadmin user can log on to the Contact Center
Manager Administration at one time.

1 Log on to Contact Center Manager Administration. For instructions, see

“Logging on to Contact Center Manager Administration” on page 532.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
Result: The system warns that all browsers using Contact Center Manager
Administration need to be refreshed. If there has been a feature change to
Contact Center Manager Server, the change is not reflected in each
browser until it is refreshed.
6 Click Yes.
Result: The system refreshes the server in the system tree.

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Step 22. Create the agent phonesets

Note: You created the agent phonesets, in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding or changing agent phonesets in your contact center, then proceed to “Step
23. Create required multimedia skillsets” on page 538.

Note: After you save a phoneset, you cannot modify it. You must delete your
saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset
Note: Before you perform this procedure, you must configure the phoneset on
the switch. For more information, see “Step 16. Configure phonesets on the
switch for each agent” on page 520.

Repeat these procedures for each phoneset you want to add.

1 Log on to Contact Center Manager Administration, For more information,
see “Logging on to Contact Center Manager Administration” on page 532.
2 Click Configuration.
Result: The Configuration window appears.

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3 On the system tree, double-click the server in Contact Center Manager

Server to which you want to add the phoneset. The server expands to show
the resources.
4 Click Phonesets and Voice Ports.
Result: The Phonesets/Voice Ports window appears.

5 In the Name box, type the name of the phoneset as you want it to appear in
reports.

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6 In the Type box, select the type of terminal.

7 In the Address box, type the address of the phoneset on the telephony
server.
8 In the Channel box, type the channel number.
9 Click in any other row of the table. The system adds the phoneset, and Not
Acquired appears in the Status column.

Acquiring a phoneset
You must acquire each phoneset so that the switch sends a message to the system
when the agent logs on to the phoneset.
1 In the Phonesets/Voice Ports window, in the table, select the Acquired
check box in the row containing the phone set that you want to acquire.
Note: Clear the Acquired check mark to deacquire the phoneset.
2 Click in any other row in the table to save your action. The system acquires
or deacquires the phoneset, and the status appears in the Status column.
Note: Click Refresh Status to view the current status of the acquisition or
de-acquisition.

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Step 23. Create required multimedia skillsets

Note: You created the multimedia skillsets, in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding or changing multimedia skillsets in your contact center, then proceed to
“Step 24. Create supervisors and agents” on page 541.

Use the following procedure to create a multimedia skillset. Repeat this

procedure for every skillset you want to create.

Adding a local multimedia skillset

1 Log on to the Contact Center Manager Administration.
2 Click Configuration.
Result: The Configuration window appears.

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3 In the system tree, double-click the server in Contact Center Manager

Server to which you want to add the skillset. The server expands to show
the resources.
4 Click the Skillsets folder.
Result: The Skillsets window appears in the right pane.

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9 Optionally, in the Map to ACD-DN box, type the ACD-DN number to which
the skillset can be mapped. If you map the skillset to an ACD-DN, calls to
that ACD-DN are pegged against the skillset in reports.
10 From the Out of Service Mode list, select a value to take the skillset offline
and specify the service mode for the manual night service switch.
11 Optionally, in the Comment box, type any comments you have about the
skillset.
12 Press tab to save your changes.

For more information about creating networking skillsets, see the Contact
Center Manager Administration online Help.

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Step 24. Create supervisors and agents

Note: You created supervisors and agents in your contact center during the
configuration of your old Contact Center Multimedia server. If you are not
adding supervisors or agents to your contact center, then proceed to “Step 25.
Create route points” on page 544.

Supervisors review information about agents who report to them in the contact
center.

Agents who handle Multimedia contacts must have Multimedia configured in

their agent properties in the Contact Center Manager Administration by adding
skillsets.

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8 Click Submit to save the new supervisor profile.

5 Enter the following mandatory information about the agent:

first name
last name
login ID
primary supervisor
call presentation

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threshold
6 Enter any optional information about the agent (for example, title,
department, or comments).
7 Click Contact Types to display the list.
8 Assign Contact Types to the agent by selecting the relevant check boxes.
9 Click Skillsets to display the list.
10 Within the Skillsets area, click List All to list all skillsets configured on the
server.
Note: If you do not see a skillset to which you need access, because it is
not included in your partition. Contact your administrator and request that
the skillset is added to your partition.
11 In the table listing all skillsets, select the priority numbers beside the
skillsets to which you want to assign the agent, or select Standby to put the
agent in standby mode for this skillset. Skillset priority can range from 1 to
48, with 1 being the highest priority for this skillset.
12 If you have administrator privileges, you can now add this new agent to the
partitions that are assigned to the agent’s supervisor (instead of doing so in
Access and Partition Management). Click the Partitions drop-down
heading. The list of partitions configured on the server appears.
13 Select the check boxes beside the partitions to which you want to add the
new agent.
14 Click Submit to save your changes.

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Step 25. Create route points

Note: You created route points in your contact center during the configuration of
your old Contact Center Multimedia server. If you are not adding or changing
route points in your contact center, then proceed to “Step 26. Configure the
sample multimedia scripts” on page 546.

Route points are used to assign a destination for the Multimedia contacts that are
assigned to skillsets.

If you add an Open Queue CDN (route point) you do not need to configure the
CDN (route point) to the switch.

Adding a CDN on an Open Queue-enabled server

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Acquiring an Open Queue CDN (route point)

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Step 26. Configure the sample multimedia

scripts

Note: You configured the sample multimedia scripts in your contact center
during the configuration of your old Contact Center Multimedia server. If you
are not changing the scripts in your contact center, then proceed to “Step 27.
Add the Multimedia Server to CCMA for reporting” on page 549.

Scripts for Contact Center Multimedia are used to correctly route multimedia
contacts. Sample scripts are provided in the scripting application. It is
recommended that you initially integrate these sample scripts with your existing
Contact Center Manager Server scripts. Once complete, multimedia contacts are
routed correctly; however, the sample scripts may need to be customized to
better suit the individual needs of Contact Center Multimedia.

For more information about Multimedia scripts, see Contact Center Scripting
Guide.

The sample scripts demonstrate the following functionality:

queuing a contact to a multimedia skillset using the contact
intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY
queuing a contact to a multimedia agent using the contact
intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY
handling scheduled contacts that have a callback date and timeset using the
contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR
queuing contacts that were pulled by an agent using the Agent Desktop
using the contact intrinsic QUEUETYPE

The following sample scripts are included:

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E-mail contacts are pegged against this application in both historical reports
and real-time displays.
OB_Outbound_Primary—This primary script is executed for outbound
contacts. The script passes execution to the c_Scheduled_Contact_Handler
script. Outbound contacts are pegged against this application in both
historical reports and real-time displays.
WC_Web_Primary—This primary script is executed for web
communications contacts. The script passes execution to the
c_Scheduled_Contact_Handler script. Web communications contacts are
pegged against this application in both historical reports and real-time
displays.
c_Scheduled_Contact_Handler—This script checks if the current date
and time is greater than the callback date and time of the contact. If so, the
script immediately passes execution to the c_Queue_Multimedia_Contact
script; otherwise, the script stays in a loop until the callback date and time
arrives and passes execution to the c_Queue_Multimedia_Contact script.
c_Queue_Multimedia_Contact—This script checks if the contact is
queued directly to an agent. If so, the script attempts to queue the contact to
the agent. If the preferred agent is not logged in, the script queues the
multimedia contact to its assigned skillset.

Importing sample scripts

When you install Contact Center Manager Administration, the system
automatically installs the sample scripts on Contact Center Manager
Administration in
C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is
the drive on which you installed Contact Center Manager Administration.

You can import a sample script into Contact Center Manager Administration in
two ways:

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To import a sample script into an existing script, in the Script Manager,

double-click the script into which you want to import the sample script. The
script opens in the Script Editor.
To import a sample script into a new, blank script, right-click on the Script
Manager folder and select New from the resulting menu. The Script Editor
opens with a blank starting page.

To import a sample script

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Step 27. Add the Multimedia Server to CCMA

for reporting

After the Contact Center Multimedia/Outbound server is installed, you must

configure Contact Center Manager Administration with the name and IP address
of the new Multimedia server.

You must log on to Contact Center Manager Administration as the web

administrator.

ATTENTION
Risk of interrupting another user
Only one person at a time can log on as the web administrator
in the Contact Center Manager Administration tool.

Adding the Contact Center Multimedia/Outbound server

1 Log on to Contact Center Manager Administration.
2 Click Configuration.

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3 On the Server menu, in the top left corner, click Add Server.

4 In the Server Name box, type the name of the Contact Center Multimedia/
Outbound server.
When you enter the Contact Center Multimedia server name, the system
automatically completes the IP address and display name.
5 In the Login ID box, type the ID for the Reporting user name for the server.
The ID for the Multimedia server is always mmReport.
6 In the Password box, type the password for the reporting user name for the
server. The default user password is mmRep.
Note: You can change the reporting user password in the Multimedia
Administrator application.
7 From the Type list, select CCMM.
8 Click Submit.

Associating the reporting server to a Contact Center Manager Server

You must associate the Contact Center Multimedia/Outbound server with the
configured Contact Center Manager Server.

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1 Log on to Contact Center Manager Administration.

2 Click Configuration.
3 Below the Server menu, in the top left corner, select the Contact Center
Manager Server that you want to associate a server with, right-click, and
then click Edit Properties.

4 Under Associated Reporting Servers, click the Select box next to the
Multimedia server you added.
Note: Only one of each type of server can be associated with a Contact
Center Manager Server. If more than one of the same type of servers is
associated with a Contact Center Manager Server, then the first one
assigned is used.
5 Click Submit.
6 Close the Contact Center Manager Administration application. On the
Launchpad menu, click Log out.

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What is next?
Configure the Communications Control Toolkit resources. For more
information, see “Step 28. Import the agent phonesets to the TAPI database” on
page 554.

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Section I: CCT server configuration

In this section
Step 28. Import the agent phonesets to the TAPI database 554
Step 29. Configure the Content Management Framework option 563
Step 30. Import the contact center users into CCT 571
Step 31. Import the terminals and addresses into CCT 575
Step 32. Import the Windows users into CCT 580
Step 33. Import the agent workstations into CCT 584
Step 34. Map terminals to workstations (optional) 588
Step 35. Map users to addresses, terminals, and contact center users 591

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Step 28. Import the agent phonesets to the

TAPI database

Note: You performed all of the telephony configuration in your contact center
during the configuration of your old Contact Center Multimedia server. If you
are not adding or changing the telephony configuration in your contact center,
then proceed to “Step 36. Understand the contact types” on page 600.

Downloading information from the CS 1000/Meridian 1 switch

Before you download information from the CS 1000/Meridian 1 switch, you
must create a switch configuration information text file on the Symposium TAPI
server.

To create a switch configuration information text file

Note: To complete these steps, ensure that a cable is connected from the server
to the switch.
1 Open a text editor (such as Notepad).
2 Create a new text file called download.txt.
3 Save the download.txt file in the C:\Program Files\Nortel\CCT\TAPI\
directory on the Communication Control Toolkit server.
4 On the Start menu, choose All Programs > Accessories >
Communications > HyperTerminal to connect to the CS 1000/Meridian1
switch from the Communication Control Toolkit server.
Note: If HyperTerminal is not in the Communications menu, go to Start >
Control Panel > Add or Remove Program. Add HyperTerminal by
selecting Add/Remove Windows Components, then navigate to
Accessories and Utilities, and click Details. Select Communications,
and click Details. Select HyperTerminal, and click OK. HyperTerminal is

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installed from the Windows installation CD; therefore, the Windows

installation CD must in the drive.
Result: The following dialog box appears.

5 Enter the name for the connection.

Result: The Connect To dialog box appears.

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6 In the Connect using list, choose COM1 or the COM port connected to the
CS 1000/Meridian 1 switch.
Result: The COM1 Properties dialog box appears.

7 Verify the information in this dialog box, make any necessary changes, and
then click OK.
Result: The HyperTerminal window appears.

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To convert the text file

To convert the text file containing switch information, perform the following
tasks in the Symposium TAPI Service Provider (SP) configuration application.

Note: Download only the CDNs that you require for TAPI operation. If you
download other CDNs, you must delete them after the download is complete.

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3 Click Convert Text file.

Result: The Open dialog box appears.
4 Browse to the download.txt you created. For more information, refer to “To
create a switch configuration information text file” on page 554.

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5 Click Open.
Result: The Translator Status dialog box appears.

6 Click Start.
7 Click OK once the import process is complete.

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Verifying the agent phonesets are imported correctly to the TAPI

database.
1 Select Start > All Programs > Nortel > Symposium TAPI Service
Provider > Configure Database.
2 Click the Meridian 1 Host tab.
3 Click TN Table.
Result: The Line Devices window appears.

4 Ensure that the required TNs for the agent phonesets have been imported
correctly to the TN Table.
If you need to manually add a TN that was not imported, perform the
following steps:
a. Click Add Line.
Result: The Add a Terminal Number Record dialog box appears.

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e. In the Position ID, enter the position ID of the set.

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k. In the Directory box, enter the directory number for the SCR DN.
l. In the DN Type box, choose SCR.
m. In the Key # box, enter 3.
5 Click OK to exit the TN table.
6 Click OK.

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Step 29. Configure the Content Management

Framework option

Configuring the Communication Control Toolkit Console

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3 On the File menu, choose Add/Remove snap-in.

Result: The Add/Remove snap-in dialog box appears.

4 Click Add.
Result: The Add Standalone snap-in dialog box appears, containing a list
of all available MMC snap-ins.

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5 Select NCCT Admin, and then click Add.

Result: The NCCT Admin Select Computer dialog box appears.

6 Select the computer that the NCCT Admin snap-in is to manage.

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7 Click Finish.
Result: The Add Standalone Snap-in dialog box appears.

8 Select NCCT Maintenance, and click Add.

Result: The NCCT Maintenance snap-in is added to the console.
9 Click Close.

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10 Click OK.
Result: The following window appears.

Configuring the Content Management Framework

1 Open the NCCT 6.0 Console on the Communication Control Toolkit server.
2 On the left pane of the NCCT 6.0 Console, expand NCCT Admin and
select CCT Server.
Result: CCT Server appears in the right pane of console.
3 Double-click CCT Server in the right pane of the console.
Result: CCT Server Properties dialog box appears.

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4 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.

5 In the Communication Control Toolkit Deployment Type section of this

page, select the first or second option (depending on the configuration of
the Contact Center servers).
6 Center servers).
Note: If you configure the CMF for stand-alone deployment, then you must
restart all core Communication Control Toolkit services. If you configure the
CMF for co-resident deployment then you must start all Contact Center
Manager Server and all core Communication Control Toolkit services.
To stop and restart the core Communication Control Toolkit services, do the
following:
a. Log on to the Communication Control Toolkit server as Administrator.

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b. On the NCCT Console, expand NCCT Maintenance.

c. Click Services on the left pane.
d. On the right pane of the Console window, double-click Services.
Result: The Communications Control Toolkit Services Properties
dialog box appears.

e. Click to stop the services.

f. Click to restart the services.
To stop and restart Contact Center Manager Server services, do the
following:
a. Log on to the Contact Center Manager server as administrator.
b. On the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Shutdown.
Result: The Contact Center Manager Server Shutdown utility window
appears.

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e. Click OK.
Note: The Communication Control Toolkit server name automatically
appears in the CCT Server Name box.
7 In the CCMS Server Name box, type the server name of the Contact
Center Manager server.
8 Click Apply to save the Contact Management Framework settings.
9 Click OK to close the window.

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Step 30. Import the contact center users into

CCT

This section describes importing contact center users configured in Contact

Before importing Contact Center users, you must:

enable the Open Queue feature on Contact Center Manager Server (you
completed this task in “Step 19. Enable Open Queue” on page 526)
configure the Communication Control Toolkit server using the NCCT 6.0
Console (you completed this task in “Step 29. Configure the Content
Management Framework option” on page 563)
enable the Contact Management Framework (you completed this task in
“Step 29. Configure the Content Management Framework option” on page
563)

Importing Contact Center users

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2 Close the NCCT 6.0 Console.

3 Restart the Data Access Layer Service.
a. Click Start > Administrative Tools > Services.
b. Right-click Data Access Layer service, and then click Restart.
c. Close the Services window.
4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin and click Importing
Tools.
Result: The available importing tools appear.

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6 Double-click Import Contact Center Users.

Result: The Import Contact Center Users Properties window appears.

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Step 31. Import the terminals and addresses

into CCT

To avoid errors, Nortel recommends that you import resources rather than add
them individually.

You can add multiple addresses and terminals from TAPI SP using the Import
M1 TSP Data tool.

Importing multiple addresses and terminals

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5 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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6 Expand NCCT Admin and select Importing Tools.

Result: The available importing tools appear in the right pane of the
console.

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7 Double-click the Import M1 TSP Data import tool.

Result: The Import M1 TSP Data Properties dialog box appears.

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8 Click Browse.
Result: The available terminals and addresses in the TAPI Service
Provider for M1 database appear.

10 Click OK.
Result: The M1 Database is imported.

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Step 32. Import the Windows users into CCT

You can import Windows users from the Communication Control Toolkit 6.0
server and from the local domain using the Import Windows Users tool.

Notes:
If you import users from a domain, the Communication Control Toolkit
user must be logged on to the specified domain.
If you import domain users configured using the
domain.companyname.com format, the utility imports the user using the
domainname\username format.
If you import users from a domain, the Communication Control Toolkit
administrator must be logged on to the server using a domain user account
that is also a local administrator account on the Communication Control
Toolkit server.
If you import workstations from a domain, the Communication Control
Toolkit administrator must be logged on to the Communication Control
Toolkit server using a domain user account that is also a local administrator
account on the Communication Control Toolkit server.

Importing Windows users

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2 Close the NCCT 6.0 Console.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available importing tools appear in the right pane of the
console.

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6 Double-click Import Windows Users.

Result: The Import Windows Users Properties dialog box appears.

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Step 33. Import the agent workstations into

CCT

You can import workstations from the local domain using the Import
Workstations tool. To import domain users, the Communication Control Toolkit
administrator must be logged on to that domain.

Note: If the Communication Control Toolkit server is on a stand-alone server in

a workgroup, then there are no other workstations to import.

Importing local domain workstations

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4 Click Start > All Programs > Nortel > Communication Control Toolkit >
NCCT 6.0 Console.
Result: The NCCT 6.0 Console appears.

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5 On the NCCT 6.0 Console, expand NCCT Admin, and click Importing
Tools.
Result: The available importing tools appear in the right pane of the
console.

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6 Double-click Import Work Stations.

7 Press the CTRL key, and select the workstations.

Result: The required workstations are selected for adding to the importing
list.
8 Click Add.
Result: The required workstations are added to the Selected Workstations
list.
9 Click OK.
Result: The selected workstations are imported into the Communication
Control Toolkit database.

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Step 34. Map terminals to workstations

(optional)

If you want to have a one-to-one mapping between terminals and workstations,

than perform this step.

Mapping a terminal to a workstation

1 On the NCCT 6.0 Console, click Terminals.
Result: The Terminals folder on the console is selected.

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2 Double-click the terminal to configure.

Result: The New Terminal Properties dialog box appears.

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3 Click the Workstation Maps tab.

Result: The Workstation Maps page appears.

4 Select the appropriate workstations in Available WorkStations.

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Step 35. Map users to addresses, terminals,

and contact center users

Before you map a configured user to another Communication Control Toolkit

resource, you must first make sure that the other resource exists and that it is
configured correctly.

Note: You are not required to map terminals to agents if the agents handle only
e-mail contacts.

Map Windows users to terminals or addresses to assign a communication point

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Mapping a user to an address and address groups

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The User Properties dialog box appears.

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3 Click the Address Maps tab.

Result: The Address Maps page appears.

4 Select the appropriate addresses and address groups from Available

Mapping a user to a terminal and terminal group

1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The New User Properties dialog box appears.

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3 Click the Terminal Maps tab.

Result: The Terminal Maps page appears.

Mapping a user to a Contact Center user and Contact Center user

group
1 On the NCCT 6.0 Console, select Users.
Result: The Users folder on the console is selected.

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2 Double-click the user you want to configure.

Result: The New User Properties dialog box appears.

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3 Click the Agent Maps tab.

Result: The Agent Maps page appears.

What is next?
Log on to the Contact Center Multimedia Administrator application to begin
configuring the outbound, e-mail, or web communications contacts, based on
your license. Go to “Step 36. Understand the contact types” on page 600.

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Section J: Contact type configuration

In this section
Step 36. Understand the contact types 600
Step 37. Log on to the Multimedia Administrator 603
Step 38. Start the configuration tool 605
Step 39. Update the E-mail Manager service 623

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Step 36. Understand the contact types

You can use the Multimedia Administrator to configure the contact types in the
Contact Center Multimedia/Outbound component of Contact Center, including
outbound, and e-mail.

The Operations and Administration Maintenance (OAM) service retrieves

This chapter describes the required steps for the contact type configurations.

Configuring the outbound contacts

Only one step is required to configure outbound contacts: configure the route
points for all outbound skillsets. See “Step 37. Log on to the Multimedia
Administrator” on page 603 to begin configuring the outbound contact
properties.

Configuring the E-Mail Manager

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an Agent Desktop interface for agents to respond efficiently to customers

without need for a desktop e-mail client
easy referencing of the thread of conversation between the customer and the
agent
the ability to select a contact type based on the e-mail message and
attachments received, such as text messages (SMS), voice mail, or fax
messages
the ability to handle contacts using one method when the contact center is
open and another method when the contact center is closed

Several steps are required to configure the E-mail Manager. To begin

configuring the E-Mail Manager, see “Step 37. Log on to the Multimedia
Administrator” on page 603.

Some definitions to know

The following is a list of definitions that you need to understand before
configuring the contact types in Contact Center Multimedia/Outbound.
A skillset is a label applied to a set of skills, capabilities, or knowledge that
an agent requires to respond to a given request. The skillsets are retrieved
from the Contact Center Manager database. You must select a route point
for a skillset used to route outbound contacts.
A route point is a location on the open queue that queues incoming calls to
and runs through a script on the Contact Center Manager Server.
An auto-response is an e-mail message sent to a customer with no agent
interaction. An auto-response can be an intelligent response, such as a sales
promotion flyer, or an acknowledgement, such as “We received your e-mail
and will respond to you within three days.”
A recipient mailbox is a container on the e-mail server that hold e-mail
messages. Standard mailboxes are monitored by the Contact Center E-mail
Manager, which routes the e-mail to an agent or group of agents (skillset)
based on an analytical search of the sender address, the recipient address,
the subject and body of an e-mail for predetermined keywords, or a
combination of these. The e-mail server must be compliant with Post Office
Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).

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An e-mail alias is not a real e-mail account; an alias is an address that

forwards all e-mail messages it receives to another e-mail account. For
example, the mailbox general@magscripts.com can have the aliases
carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases are forwarded to the
general@magscripts.com mailbox. To route e-mail differently depending
on the alias to which they are addressed, create a recipient mailbox as an
alias in Multimedia Administrator and then create routing rules based on
the alias.
Aliases can be useful to filter e-mail messages. For example, you can define
an alias for a short promotional period after which e-mail messages that
arrive at that alias are discarded.

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Step 37. Log on to the Multimedia

Administrator

Note: You configured the contact types during the configuration of your old
Contact Center Multimedia server, and the information was migrated to your
new Contact Center Multimedia server when you restored the database backup.
If you are not adding or changing any Multimedia contacts configuration, then
proceed to “Step 39. Update the E-mail Manager service” on page 623.

The first time you log on to the Multimedia Administrator, use the following:
Username: SysAdmin
Password: _ _ccmm!

Nortel recommends that after you finish configuring the Multimedia contact
types, you change the default Administrator password.

Logging on to the Multimedia Administrator

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.

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3 Click OK.
Result: The Contact Center Multimedia Administrator window appears. If
you are opening the Contact Center Multimedia Administrator for the first
time, The Getting Started screen opens with the Multimedia Administrator
window.
Note: The figures below are shown with licenses for outbound and e-mail
contact types.

4 To log off the Multimedia Administrator, click File > Exit.

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Step 38. Start the configuration tool

After you log on to the Multimedia Administrator application, you can

immediately begin to configure the contact types.
1 If the Getting Started window does not appear immediately after you log in
to the Administrator application, on the Utilities menu of the Multimedia
Administrator, click Getting Started.
Result: The Getting Started window appears.
Note: Once you begin these steps, you cannot stop or go back to a
previous step. You can, however, modify your settings later.

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2 Click Begin.
Result: The Skillset Settings window appears.

Configuring skillsets
You must configure a route point for all skillsets you use for multimedia
contacts. You must configure at least one skillset for each contact type for which
you are licensed.

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1 Select the first skillset you use to route multimedia contacts.

2 Click Edit.
Result: The Edit Skillset window appears.

Note: If you change a skillset for outbound, you cannot create an

autoresponse for the skillset. The Edit Skillset window appears as follows:

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Click OK, and begin the contact configuration using the Getting Started
window again.

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What is next?
If you have only outbound contacts licensed, your required configuration in the
Multimedia Administrator application is complete.

Note: You can configure other settings, such as the Outbound Scheduler. For
more information about the Outbound Scheduler, see the Multimedia
Administrator online Help.

If you are licensed for e-mail messages, the Server Configuration window
appears and you can continue configuring your requirements for the E-mail
Manager.

Configuring the e-mail servers

Two e-mail servers must be configured:
An inbound server (POP3) for e-mail messages received by the contact
center
An outbound server (SMTP) for e-mail messages sent by the contact center

Note: During installation, you can configure the server names.

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Note: You must ensure that the primary and secondary servers are configured
with identical mailbox names, passwords, and SMTP authentication settings (if
applicable).

You can configure additional e-mail servers. For information about configuring
additional servers, see the Multimedia Administrator online Help.

To configure the inbound mail server

1 In the Server Settings window, double-click Inbound Mail Server (POP3).
Result: The E-mail Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For inbound mail servers, select POP3.
Port Number: Type the port number for the e-mail server.

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Secondary Hostname: If you have a backup e-mail server, provide a

hostname for the backup server.
3 Click Save.
Result: The E-mail Server Properties window closes.

To configure the outbound mail server

1 In the Server Settings window, double-click Outbound Mail Server
(SMTP).
Result: The E-mail Server Properties window appears.

2 Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For inbound mail servers, select POP3.
Port Number: Type the port number for the e-mail server.
Secondary Hostname: If you have a backup e-mail server, provide a
hostname for the backup server.
3 Under Security, select the SMTP authentication, if required, for your
outbound e-mail server.
Note: SMTP Authentication must be enabled on the e-mail server. On the
Multimedia E-mail Manager, the SMTP service must authenticate itself with

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Creating a recipient mailbox

You must ensure that any alias e-mail address that you want to configure in the
E-mail Manager is already configured on your corporate e-mail server.

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Contact Center Multimedia/Outbound polls specific recipient mailboxes on the

To create a recipient mailbox

Mailbox names are case-sensitive. You must type the mailbox name exactly as it
appears on your e-mail server.
1 On the New Recipient window, in the Mailbox Name box, type the name of
a mailbox set up the e-mail server.
Note: If the Contact Center Multimedia/Outbound server is not in the same
domain as the e-mail server, you must also include the domain. Include the
domain in the format domain\user (Windows 2000) or user@domain (post-
Windows 2000) in the Mailbox Name box.
Example: To enter the e-mail address sales@nortel.com, in the Mailbox
Name box, type sales, and in the E-mail Domain box, type nortel.com.
Example: To enter the e-mail address sales@europe.nortel.com, in the
Mailbox Name box, type europe\sales or sales@europe, and in the E-mail
Domain box, type nortel.com.
2 In the E-mail Domain box, type the domain for your e-mail server.
3 In the Password box, enter the password for the mailbox.
Attention: When you change a password on the e-mail server, you must
update this password in the Multimedia Administrator.
4 In the Confirm box, type the same password you typed in the Password
box.
5 In the Display Name box, type the name you want to appear in the e-mail
From address (for example, sales department).
6 In the POP3 Server box, ensure that the host name of your POP3 server is
selected.
7 In the SMTP Server box, ensure that the host name of your SMTP server is
selected.
8 Select the Enabled or Alias option.
Select the Enabled option to include the e-mail mailbox in the set of
mailboxes from which incoming e-mail is retrieved.

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Select the Alias option to configure this mailbox as an alias. The

address of an alias can be used in rules configuration and outbox
mapping, but a recipient box configured as an alias address not contain
e-mail.
9 In the Process Up to box, type the maximum number of e-mail messages
the mailbox can accept every time it scans the database. You can enter a
different value for this variable for each mailbox. The default value is 10.
10 Select the Use alternative username for SMTP Authentication box if you
are configuring an inbox as an alias. If SMTP authentication is enabled on
your E-mail Server, and you are using aliases, you log on to the SMTP
server with a different user name.
11 In the Username box, type the SMTP server logon name.
Note: You can have mailboxes on multiple e-mail servers. You can have
multiple e-mail servers for e-mail or fax messages, load balancing, and
managing e-mail subtypes. Each e-mail server is polled for the mailboxes
that it hosts. Configure additional e-mail servers using the Server
Configuration window and procedure described in “Configuring the e-mail
servers” on page 609.
12 Click Save.
Result: The System Default Rule window appears.
Note: The New Recipient box is still open for your reference.

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Modifying the system default rule

To modify the system default rule, you must select a route point for the default
skillset. You can configure the other properties of the rule, including the skillset
used for routing the e-mail.

When you create a recipient mailbox, the system default rule is copied as the last
regular rule into list of rules for the recipient mailbox. The default rule ensures
that all contacts received by the mailbox are assigned a skillset.

CAUTION

Risk of routing failure

The intention of the system default rule is to route all contacts that
do not match any other rules.
If you change the properties of the rule, you affect the behavior of
the System default rule, which affects all recipient mailboxes you
configure in the E-mail Manager.
If the skillset associated with a default rule is deleted, the default
skillset, EM_Default_Skillset is used as a substitute.
If the EM_Default_Skillset is deleted, the system stops processing
e-mail messages.

The default settings for the system default rule are:

use the e-mail default skillset, EM_Default_Skillset
use no auto-response
assign priority 3 (medium high)

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To modify the system default rule

b. In the Route Point list, select a different route point.

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d. Click Save.
Result: The Edit Skillset window closes.
2 To change the auto-response settings, under Select Optional Auto-
Responses, select another auto-response from the list. For more
information about auto-responses, see the Contact Center Multimedia
Administrator online Help.
3 To change the priority, under Select Priority, select a different priority for
the contact. For more information about priorities, see the Contact Center
Multimedia Administrator online Help.
4 Click Save.
Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule

The system delivery failure rule is used for one of the following purposes:

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1. If the e-mail message has an address that matches a recipient mailbox

configured in the E-mail Manager, the system delivery failure rule is used
as a template for the first rule applied in all recipient mailboxes. It ensures
that an e-mail message that contains particular phrases, such as
undeliverable, are not routed to agents.
2. If the e-mail message has an address that does not match a recipient
mailbox configured in the E-mail Manager, the system delivery failure rule
deletes the e-mail message if it contains particular phrases, such as
undeliverable.

When you create a recipient mailbox, the system delivery failure rule is copied
as the first regular rule into list of rules for the recipient mailbox.To configure
the system delivery failure rule, you must select a route point for the default
skillset. You can configure the other properties of the rule, including the skillset
to assign e-mail to, and other keywords.

By default, the following keywords are used in the Delivery failure keywords
keyword group:
Delivery Failure
Undeliverable
Returned mail
Unknown Recipient
Delivery Report

You can add words to the default keyword list, but do so with caution. Words in
different contexts (such as unknown) in the keyword list for the delivery failure
rule, can cause valid e-mail to be routed as undeliverable. In this case, use
specific phrases instead of individual words.

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When you create a mailbox, it is automatically assigned a delivery failure rule,

which is copied from the system delivery failure rule.

CAUTION

Risk of routing failure

The intention of the delivery failure rule is to route undeliverable

The default settings for the system delivery failure rule are:
use the e-mail default skillset, EM_Default _Skillset
use keyword group Delivery Failure keywords
assign priority 6 (lowest)

Note: You cannot use an auto-response for a delivery failure rule.

To modify the system delivery failure rule

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c. Below Auto-Signature, type an auto-signature (optional). The auto-

signature is text appended to each e-mail message sent from the
contact center in addition to the agent message. The text in the auto-
signature contains contain corporate disclaimer information and must
be in fixed-width font. The auto-signature appears in an e-mail
message after any personal signature, which is configured in the Agent
Desktop application.
d. Click Save.
Result: The Edit Skillset window closes.
2 To change the keyword group, under Select Keyword Group, select an
existing keyword group from the list. For more information about keyword
groups, see the Contact Center Multimedia Administrator online Help.
3 To change the priority, under Select Priority, select a different priority from
the list for the contact. For more information about priorities, see the
Contact Center Multimedia Administrator online Help.
4 Select the check box, This Rule will close the Contact if you want the rule
to close the contact.

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5 Click Save.
Result: The System Delivery Failure Rule window and the New Recipient
window closes. The Rules window appears.

Viewing the sequence and status of the rules

1 In the Rules window, review the rule summary.
Note: The legend at the bottom of the window explains the symbols next to
the rule names.
2 Click Close.
Result: A confirmation message appears:

3 Click OK.

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4 Click OK to close the Getting Started window. You can return to the Getting
started window at any time: On the Utilities menu of the Multimedia
Administrator, click Getting Started.

Proceed to “Step 39. Update the E-mail Manager service” on page 623.

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Step 39. Update the E-mail Manager service

The CCMM License Manager and the CCMM Starter services start
automatically if the Contact Center Multimedia server software is installed
successfully. The CCMM License Manager service ensures a valid license exists
for the Multimedia server, then the CCMM Starter service starts the remaining
services, except the CCMM E-mail Manager service. You must configure and
then start the CCMM E-mail Manager service.

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Verifying the License Manager and Starter services are started

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.

2 Next to CCMM License Service, verify that the Status is Started and the
Startup Type is Automatic.
3 Next to CCMM Starter Service, verify that the Status is Started and the
Startup Type is Automatic.
4 Verify that the following services are started:
CCMM Manager Client
CCMM OAM service
CCMM Outbound Scheduler
If they are not started, In the Windows Services Control Panel, right-click
the service name, and then click Start.

Configuring the E-mail Manager service

1 Open the Windows Services window, if it is not already open. On the
Windows Start menu, click All Programs > Administrative Tools >
Services.
2 Select the CCMM E-mail Manager service.

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3 Right-click on the service, and select Properties.

Result: The Service Properties window appears.
4 In the Startup Type list, select Manual.
5 Click Apply.
6 Click OK.

Starting the E-mail Manager service

1 In the Windows Services Control Panel, right-click CCMM E-mail Manager
service, and then click Start.
2 Close the Windows Services Control Panel.

What is next?
Configure the users in Contact Center Manager Administration and
Communications Control Toolkit before you start the client applications. For
more information, continue with “Step 40. Configure the administrators” on
page 628.

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Section K: Agent configuration

In this section
Step 40. Configure the administrators 628
Step 41. Configure hotdesking (optional) 631
Step 42. Start the client applications 633

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Step 40. Configure the administrators

Note: You configured the user types during the configuration of your old
Contact Center Multimedia server, and the information was migrated to your
new Contact Center Multimedia server when you restored the database backup.
If you are not adding or changing any Multimedia user configuration, then
proceed to “Step 41. Configure hotdesking (optional)” on page 631.

Nortel recommends that you now change the default password from what is
published in this guide.

Any administrator can change all of the configuration properties in the

Multimedia Administrator application.

Changing the default password

You must change your default administrator password.

To change the default password

1 Log on to the Multimedia Administrator.
2 Expand General Administration.

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3 Double-click Administrator Settings.

Result: The Administrator Settings window appears.

4 Select the default administrator.

5 Click Edit.
Result: The Edit Administrator window appears.

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6 Click Reset Password.

Result: The Password Reset window appears. The default user login ID is
appears dimmed so that you cannot change it.

7 In the New Password box, type the password for the administrator.
8 In the Confirm box, type the password again to confirm it.
9 Click Save to close the Password Reset window.
10 Click Save to close the Edit Administrator window.

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Step 41. Configure hotdesking (optional)

When hotdesking is also configured for a Citrix environment, agents are

Setting up hotdesking
1 Ensure all workstations are imported into the Communication Control
Toolkit database using the Communication Control Toolkit administration
tool. You completed this step in “Step 33. Import the agent workstations into
CCT” on page 584.
2 Create a terminal group and add all relevant terminals to this terminal
group.
3 Map the new terminal group (or the individual terminals) to the relevant
Contact Center users. For more information, see “Step 35. Map users to
addresses, terminals, and contact center users” on page 591.
4 Map one workstation to each terminal. For more information, see “Step 34.
Map terminals to workstations (optional)” on page 588.
5 Open the ccad.exe.config file. It is located on the drive where you installed
the Contact Center Multimedia software.
6 In the ccad.exe.config file, enable Contact Center Agent Desktop
hotdesking by changing the HotDeskingEnabled value to 1. Use the Edit >
Find menu option in Notepad to locate the HotDeskingEnabled variable.
Result: The file contains the following text:

<add key="HotDeskingEnabled" value="1" />

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7 If your agents are working in a Citrix environment, the Contact Center

Applying hotdesking to the Contact Center Agent Desktop

Agents see the workstation logon screen if:

HotDeskingEnabled in the ccad.exe.config file is 1
HotDeskingLogin in the ccad.exe.config file is 1 (for Citrix workstations)

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Step 42. Start the client applications

Starting the Contact Center Agent Desktop

When you log in, you are available to handle all media types for which you are
licensed (for example, voice, outbound, or e-mail). If you are assigned to a
skillset for a particular media, then you can receive and create contacts in that
media.

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To start the Agent Desktop application

1 On a client in Windows Explorer, or Internet Explorer, type http://
<Servername>/agentdesktop/CCAD.exe, where <Servername> is the
name of the Multimedia server where the Agent Desktop interface is
installed.
Note: If you create a shortcut, you can start the application by clicking the
Agent Desktop shortcut.
Result: The Agent Desktop telephony toolbar appears.

2 Click Logged Out.

3 In the ID box, type your password. Your agent ID is based on the
Communications Control Toolkit implementation for your contact center.
Note: A password is required only if you are logging on to the Agent
Desktop interface to handle multimedia contacts. If you are a multimedia
agent, you must change your password after you log on. For information
about changing your password, see the Contact Center Agent Desktop
User’s Guide.
Result: The system verifies your ID and logs you on to the Agent Desktop
application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool

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Configure the Multimedia server in the Contact Center Manager

Administration.
Configure users, assign the correct access classes, and configure scripts in
Contact Center Manager Administration.
Import and map users in Communications Control Toolkit.
Ensure you have the user basic access rights to the outbound component.

To assign user basic access rights to the Outbound component

1 Log on to Contact Center Manager Administrator. For instructions, see
“Logging on to Contact Center Manager Administration” on page 532.
2 Click Access and Partition Management.
3 In the Access and Partition Management component, choose View/Edit >
User Administration.
4 Select the user from the list in the system tree.
5 In the window on the right, click Basic Access Rights.
6 Check the Outbound component.

7 Click Submit.

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Starting the Outbound Campaign Management Tool

1 Click the Outbound component in the Contact Center Multimedia/
Outbound launchpad window.
Result: The Outbound window appears.

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2 On the left side of the Outbound window, click on a Contact Center

Multimedia server.
Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information
about creating an outbound campaign.

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638 Contact Center Multimedia/Outbound

Par t 3
Maintaining the Multimedia/
Outbound server

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Installation and Maintenance Guide 640

Chapter 5

Installing the Redundancy server

In this chapter
Overview 642
Section A: Preinstallation 647
Section B: Installation 669
Section C: Postinstallation 679
Section D: Contact Center Manager Server configuration 717
Section E: Switch the Redundancy server to Primary mode 723
Section F: Return Primary server to Primary mode 727

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Overview

The Contact Center Multimedia/Outbound server has a warm standby server, or

Redundancy server, that is used for shadowing the Caché database and providing
a quick recovery if the primary server fails. If the Redundancy server feature is
licensed in your contact center, you can use this chapter to perform the steps
required to install the Redundancy server. All Multimedia services are disabled
on the Redundancy server.

If there is a Multimedia server failure, you must:

manually switch the Redundancy server to act as the primary server
start the services

When the Multimedia server failure is corrected, you can:

return the Primary server to the primary mode
shut down the services on the Redundancy server
start the services on the Primary server
restore the database

The steps for switching the Redundancy and Primary server operations is
described in this chapter.

The Multimedia database for the redundancy server must be installed on the
same drive letter as on the Primary server. The Redundancy server receives
Multimedia database updates asynchronously so it does not affect the
performance on the Primary server.

Note: The Redundancy server checks the Primary server every 10 seconds for
any changes to the data. Changes are updated on the Redundancy server. If the
Primary server is busy, a delay in the data transfer occurs between the Primary
server and the Redundancy server. The delay depends on the primary server.

Note: For clarification, the server where the Primary server software is installed
is referred throughout this chapter as the Primary server. The server where the
Redundancy software is installed is referred to as Redundancy server. Primary
mode refers to the server that is running as the Primary server in the contact
center.

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To determine which server is currently in Primary mode, open the CCMM

Service Control to review the server name and mode.
On the Windows Start menu, click All Programs > Nortel Contact Center >
Multimedia Server > CCMM Services Control.

What you need

The following checklist contains the software and equipment you must have to
install the Redundancy server for Contact Center Multimedia/Outbound 6.0:

Description Done

All tasks and procedures in the Contact Center Multimedia Technical ❑

Requirements and Operating System Configuration Guide are
complete. You can get the latest copy of the this guide on Helmsman
(www.nortel.com/helmsman).

The Nortel Contact Center DVD is available. ❑

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Description Done

Your clients are configured. For more information, see For more ❑
information, see Chapter 2, “Installing the Multimedia/Outbound
server,” Section D: “Client configuration,” on page 99.

Your switch and phone lines are configured. For more information, see ❑
For more information, see Chapter 2, “Installing the Multimedia/
Outbound server,” Section E: “External component configuration,” on
page 109.

The Contact Center Manager server is configured for the Contact ❑

Center. For more information, see Chapter 2, “Installing the
Multimedia/Outbound server,” Section F: “Contact Center Manager
server configuration,” on page 113.

The Contact Center Manager Administration server is installed and ❑

operational for voice contacts, and all of the agent phonesets,
multimedia skillsets, supervisors, agents, route points and scripts are
configured. For more information, see Chapter 2, “Installing the
Multimedia/Outbound server,” Section G: “CCMA server
configuration,” on page 119.

The Communication Control Toolkit server is installed and configured, ❑

TAPI is configured, and all resources are imported. For more
information, see Chapter 2, “Installing the Multimedia/Outbound
server,” Section H: “CCT server configuration,” on page 141.
The Contact Center Manager server, the Contact Center Manager ❑
Administration server, and the Communication Control Toolkit server
are on the same subnet and have good network connectivity.
The Installer’s Road Map preinstallation checklist is completed and ❑
available for reference. You can get the latest copy of the Installer’s
Road Map from the Partner Information Center (www.nortel.com/pic).

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Timing
Backing up the Multimedia database takes approximately 5 minutes for each
1 MB of data. Restoring the database takes approximately 5 minutes for each
1 MB of data.

The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 45
minutes
Installing the Server Software: 30 minutes
Postinstallation: 15 minutes

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Section A: Preinstallation

In this section
Step 1. Review the preinstallation instructions 648
Step 2. Read the relevant documentation and check for updates 649
Step 3. Understand the Primary server installation 650
Step 4. Back up the Primary server 651
Step 5. Install your remote support access tool 654

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Step 1. Review the preinstallation instructions

Before you perform a new installation of the Contact Center Multimedia

software, you must ensure your hardware and software meet the specifications
described in the Contact Center Multimedia Technical Requirements and
Operating System Configuration Guide.

ATTENTION
Failure to review the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide can
result in errors and omissions in the software installation.

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Step 2. Read the relevant documentation and

check for updates

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Step 3. Understand the Primary server

installation

Before you begin to install the Contact Center Multimedia/Outbound

Redundancy server, you must review the Primary server installation to determine
the following:
On what drive is the Multimedia database installed
If the Multimedia database is installed on the drive D of the Primary server,
then the Multimedia database must be installed on drive D of the
Redundancy server. If the drives are not the same, you must know the drive
letter for both servers. Consult the Installer’s Road Map post-installation
checklist for details.
When was the Primary server installed
If the Redundancy server is installed more than seven days after the
Primary server was installed, you must to perform two extra steps

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Step 4. Back up the Primary server

You need to complete this step only if the Primary server was installed more
than seven (7) days before you are installing the Redundancy server.

If your Primary server was installed less than seven (7) days ago, skip this step,
and continue the installation process with “Step 6. Install the Redundancy server
software” on page 670.

Creating an immediate backup of the current Multimedia database

To back up the database

1 On the Primary server, from the Windows Start menu, click All Programs
> Nortel Contact Center > Multimedia Server > CCMM Administrator.
2 Type your user ID and password.
User ID:SysAdmin
Password: _ _ ccmm!
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.

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5 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.

6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

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8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are backing up to a in the Database box, browse to X:\folder name

network location on the network share\. For example, if the
network drive is X, the mapped folder is
backup, and a subfolder is CCMM_backup,
then you browse to X:\CCMM_backup\.
You must map the backup folder. See “Creating
the backup destination” on page 836.

you are backing up to a in the Database box, select the path to the tape
tape drive drive. A valid path to the tape drive is \\.\tapen,
where n is the number of the tape drive. (The
first tape installed on a system is, by default,
tape0.)
Note: You can use the alias tapedump1
instead of \\.\tape0.

9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you back up the
database to a mapped network folder, you must back up the attachments to
the same location.
Note: You can only back up your e-mail attachments to a mapped
networked drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 11.
10 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
11 Click Backup Now.
Result: A reminder box appears to remind you of what is currently backed
up using this utility.
12 Click OK to begin the backup.
13 Close the Administration application.

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Step 5. Install your remote support access

tool

Alternatively, Nortel accepts Microsoft Remote Desktop Connection for

Note: Nortel recommends that you install only one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection) on the Contact
Center Multimedia/Outbound server.

Nortel provides guidelines for setting up remote support using a virtual private
network (VPN). For more information, see the Nortel Contact Center Planning
and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool

The following steps are general guidelines only. For complete information, see
the documentation included with the pcAnywhere software.

CAUTION

Risk of system failure

To install pcAnywhere
1 Log on to the Contact Center Multimedia/Outbound server as
Administrator.
2 Insert the Nortel Contact Center DVD into the server.
3 Open the PCAnywhere folder.

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4 Double-click the NTJK088A-02 - Host Only.exe file.

Result: The Symantic pcAnywhere installation program starts.

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13 Click Finish when the installation is complete.

Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and click
Yes to confirm.

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

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

Changing the Windows access rights for pcAnywhere files

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4 Click the Security tab.

5 In the Name box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, select Allow beside Full Control.
7 Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later

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3 On the File menu, choose New Item > Connection Wizard.

Result: The Connection Wizard - Connection Method window appears.

4 Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5 Click Next.
Result: The Connection Wizard - Authentication Type window appears.

6 Select I want to set up a user name and password to create a new type
of authentication.

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7 Click Next.
Result: The Connection Wizard - Name and Password window appears.

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11 Click Next.
Result: The Connection Wizard - Summary window appears.

12 Review the Summary.

13 Click Finish.
Result: The Hosts window reappears with the new account selected.
14 Type a custom name for this account to identify it in the list of caller
accounts.

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15 Right-click the account name, and click Properties.

Result: The Host Properties: <account name> window appears.

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16 Click the Settings tab.

17 Select Launch with Windows and Run minimized.

18 Click the Callers tab.

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19 In the Caller list box, right-click the caller account you just created, and then
click Properties.
Result: The Caller Properties window appears.

20 Click the Privileges tab.

21 Click Superuser.

22 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Logon ID.

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23 Click the Security Options tab.

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26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

ATTENTION If you select the Required to modify properties option on the

Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep it in a safe
place. If you forget the password, you cannot change any
settings.

30 Click OK to save all pcAnywhere host settings.

31 Optionally, repeat steps 2 to 30 to create another caller account of your
choice (for example, NGenDesign).
32 Close the Symantec pcAnywhere window.

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Using Microsoft Remote Desktop Connection as your remote support

access tool
If pcAnywhere 11.5 is installed on your server, you do not need to enable
Microsoft Remote Desktop Connection as your remote support access tool.
Therefore, you can skip this procedure.

Microsoft Remote Desktop Connection for administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled.

Enabling Microsoft Remote Desktop Connection for administration

Note: To enable Microsoft Remote Desktop Connection for administration, you

must be logged on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.
2 Click the Remote tab.

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3 Select Turn on Remote Assistance and allow invitations to be sent

from this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

What is next?
Continue with installing the Contact Center Multimedia/Outbound server
software. For more information, see “Step 6. Install the Redundancy server
software” on page 670.

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Section B: Installation

In this section
Step 6. Install the Redundancy server software 670
Step 7. Install the Redundancy server updates 678

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Step 6. Install the Redundancy server software

Follow the procedures in this section to install the Contact Center Multimedia/
Outbound software on the Redundancy server.

Note: The Contact Center Multimedia/Outbound installation contains all

components, but you can only see the components for which you are licensed.
All unlicensed components are blocked.

Verifying prerequisites
Before the installation begins, the installation checks to ensure that the following
software is installed on the system:
Java Runtime Environment Release 1.5.0
Microsoft .NET Framework Version 1.1 with .NET service pack 1

The software is installed automatically if it is not already installed.

A check is also performed on the operating system to ensure that:

The server is running Windows Server 2003 Enterprise or Standard version.
Microsoft Internet Information System (IIS) is installed for server
components.

If any of these checks fail, the installation is cancelled and you are notified of the
problem.

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Installing the Redundancy server

1 Insert the Nortel Contact Center DVD into the DVD drive of the
Redundancy server.

2 Select Contact Center Multimedia/Outbound.

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3 Click Install.
Note: If either the Java Runtime Environment (JRE) or the Microsoft .NET
Framework is not installed, Contact Center Multimedia installs it
automatically. Click OK to begin installation.

Result: The Welcome window appears.

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4 Click Next.
Result: The License Agreement window appears.

5 Read the license agreement, select I accept the terms in the license
agreement, and then click Next.
Result: The Setup Type window appears.

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6 Click CCMM Server to install the following components:

8 Click Redundancy Server, to install the Redundancy server.

Note: On the Redundancy Server, the Contact Center Multimedia/
Outbound services are disabled.

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9 Click Next.
Result: The Redundancy Server Configuration window appears.

10 Type the host name of the primary server, and then click Next.
Result: The Destination Folder window appears.

11 Select the drives on which you want to install the Multimedia server
software and the Multimedia server database, and then click Next.
Note: Nortel recommends that you:

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Install the Nortel Contact Center Multimedia server software on drive D,

and the Multimedia database on drive F.
Install the Multimedia server software on a separate drive from the drive
on which you installed your operating system.
Install the Multimedia database on a separate drive from the drive on
which you installed the Multimedia server software. This database is
installed on the same drive letter that you used for the Primary server
installation.
Ensure you have a minimum of 20 GB of disk space. The recommended
disk space handles 1 000 000 contacts.
You must use the same database drive as the Primary server.
After you select a drive, you can click Space to verify the amount of disk
space on the selected drive.
Note: If the Installation program detects that you have not met the disk and
disk space requirements, you are asked to change the drives.

To change the destination locations, click Yes, and repeat step 11.

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To leave the destination locations, click No.

Result: The Ready to Install the Program window appears.

12 Review the information on the Installation Summary section of this window,

and then click Install.
Result: The InstallShield Wizard Completed window appears.

13 Click Finish.
14 When you are prompted, click Yes to restart the server.

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Step 7. Install the Redundancy server updates

Before installing the Service Update or Service Update Supplement, Nortel

recommends that you verify the patch level currently installed on the server by
launching the Patch Viewer utility. On the server, click Start > All Programs >
Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. You cannot
install a patch that is older than an update that is already installed. Also, you
cannot install a Service Update Supplement unless the applicable Service
Update is installed.

After you download and apply the latest Service Update, check to see if there are
any updates posted in the installation addenda on the following websites:
www.nortel.com (for end customers)
www.nortel.com/pic (for distributors)

Follow the procedure in the Service Update Readme for information about
installing the latest Service Updates (SU) and Service Update Supplements
(SUSs) for the Contact Center Multimedia/Outbound software.

What is next?
If you install the Redundancy server less than seven (7) days after the primary
server is installed, you can configure the journal files. For more information, see
“Step 9. Select the Journal file” on page 684.

If you install the Redundancy server exactly seven (7) days or more after the
primary server is installed, you must now restore the database on the redundancy
server. For more information, see “Step 8. Restore the Multimedia database” on
page 680.

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Section C: Postinstallation

In this section
Step 8. Restore the Multimedia database 680
Step 9. Select the Journal file 684
Step 10. Verify that Shadowing is working 687
Step 11. Provide local users with the Log on as a Service right 689
Step 12. Update the E-mail Manager Service 694
Step 13. Create shared inbound and outbound attachment folders 697
Step 14. Configure Internet Information Services (IIS) 709
Step 15. Verify the Multimedia database installation 712

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Step 8. Restore the Multimedia database

You must perform this step only if you were required to backup the Primary
server before installing the Redundancy server. If you did not have to backup the
Primary server database, proceed to “Step 9. Select the Journal file” on page
684.

Restoring the Multimedia database

CAUTION

Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.

Outbound applications, the restore fails.

1 On your server, shut down all Contact Center Multimedia/Outbound

applications. You must not use the Outbound Campaign Management Tool
or the Agent Desktop until the restore is complete. Shut down the services
manually, by following these steps:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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b. Under each of the following services, confirm the following services are
stopped:
CCMM Email Manager
CCMM Manager Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter service
Note: Do not stop the License Manager service.
If the services are not stopped, click Stop under the appropriate
service.
2 Click Refresh Services until all services stay “Stopped”.
3 Under the Caché Controller service, click Start.
4 Click Exit to close the CCMM Service Control window.
5 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.

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6 Type your user ID and password.

User ID SysAdmin
Password _ _ccmm!
7 Close any configuration windows that appear.
8 Expand Contact Center Multimedia/Outbound.
9 Expand Database Administration.
10 Select Backup/Restore Utility.
Result: The CCMM Backup and Restore Utility window appears.

11 Click Restore.
Result: The Restore CCMM Database window appears.

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12 Beside Restore from, select the location you used to back up the database
and e-mail attachment folders.
13 In the Database box, select a file name for your backup file. Click Browse
to select the file name.
14 If you want to restore the e-mail attachment folders, in the Attachments
box, type X:\folder name on the network share. Click Browse and open
the selected file name. If you are backing up the database to a mapped
network folder, you must back up the attachments to the same location.
If you do not want to restore the e-mail attachment folders, select the Do
not Restore E-mail Attachments check box.
15 Click Restore Now.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the e-mail attachment folders is not
correct, click No, select the correct file name, and then click OK.
16 Click Close.
17 Restart the computer.

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Step 9. Select the Journal file

The Journal file contains all the updates that have been applied to the database.
You must select the correct journal file so that the same updates can be correctly
applied to the Redundancy server.

Selecting the correct Journal file

1 On the Redundancy server, click Start > All Programs > Nortel Contact
Center > Multimedia Server > Caché Control Panel.
2 In the Caché Control Panel Login window, enter the following:
User: NNCCADMIN
Password: 20NnCc04
Result: The Caché Control Panel window appears.

3 Expand Shadowing.
4 Select This System as Shadow.

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5 Right-click PrimaryServerAttachments, and select Properties.

Result: The Properties for Shadowing PrimaryServerAttachments window
appears.

Note: The default path for the journal is displayed in the Database server
journal file. You must use the Nortel journal files specified in step 6, not the
default files.
6 Under Database server journal file, click ... to browse to the Journals
Folder. The Journals folder is X:\Nortel\Contact Center\Journals, where X is
the letter of the drive where your Multimedia database is installed for the
Primary server.
Note: You are navigating through the folders on the Primary server to
select a journal file.
7 When you connect to the Primary server, you must log in:
User: NNCCADMIN
Password: 20NnCc04
8 Select the oldest journal file in the folder. All journal file names have the
format yyyymmdd.nnn.
9 Click OK.

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10 In the Caché Control Panel window, right-click PrimaryServerData, and

select Properties.
Result: The Properties for Shadowing PrimaryServerData window
appears.
11 Under Database server journal file, click ... to browse to the Journals
Folder. The Journals folder is X:\Nortel\Contact Center\Journals, where X is
the letter of the drive where your Multimedia database is installed for the
Primary server.
Note: When you are selecting the database server journal file, you look in
the folders on the Primary server to select it.
12 Select the oldest journal file in the folder. All journal file names have the
format yyyymmdd.nnn.
13 Start the shadow processes.
a. In the right pane of the Caché Control Panel window, right-click
PrimaryServerAttachments, and click Start.
b. In the right pane of the Caché Control Panel window, right-click
PrimaryServerData, and click Start.

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Step 10. Verify that Shadowing is working

Use the following procedure to verify that shadowing is working on the

Redundancy server.

Note: The Contact Center Multimedia/Outbound Redundancy server contains

all components, but you can only see the components for which you are
licensed. All unlicensed components are blocked.
1 On the Redundancy server, click Start > All Programs > Nortel Contact
Center > Multimedia Server > Caché Control Panel.
Result: The Username/Password window appears.

2 In the Caché Control Panel Login window, enter the following:

User: NNCCADMIN
Password: 20NnCc04
Result: The Caché Control Panel window appears.

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3 In the Status column, the status is processing or caught up.

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Step 11. Provide local users with the Log on

as a Service right

You must configure two user types to access Contact Center Multimedia
software. These user types are:
CCMMOPSUSR —The E-mail Manager service runs under the
CCMMOPSUSR account instead of the local system account so that this
service has permissions to stream attachment files to the inbound folder and
attach files to outgoing e-mail from the outbound folder. These permissions
must be attached to the folders. You must also set the password of the
CCMMOPSUSR so that the password never expires.
IUSR_<Servername>—The IUSR account is an IIS account used for all
communication between the Multimedia server and the Agent Desktop over
HTTPS (except for Communication Control Toolkit events over a
configurable port). Agents read and attach files through HTTP rather than
an open share, therefore, the attachment directories are defined as web
folders in IIS.

Note: You must configure CCMMOPSUSR only if you are licensed for e-mail
in your contact center.

To provide local users with Log on as a service right

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3 Click User Rights Assignment.

Result: All rights that can be assigned to a user are displayed in the right
pane.

4 Double-click Log on as a service.

Result: The Log on as a service Properties window appears.
5 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.

6 Click Locations.

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7 In the Locations window, select the Contact Center Multimedia server name
from the list.
8 Click OK.
9 In the Enter the object name to select box, type CCMMOPSUSR.
10 Click Check Names to verify that the user name exists on the local
computer.
11 Click OK.
Result: The Logon as a Service Properties window appears.
12 Click Add User or Group.
Result: The Select Users, Computers, or Groups window appears.
13 Click Locations.
14 In the Locations window, select the Contact Center Multimedia server name
from the list.
15 Click OK.
16 In the Enter the object name to select box, type IUSR_<Servername>
where <Servername> is the name of your Multimedia server.
17 Click Check Names to verify that the user name exists on the local
computer.
18 Click OK.
Result: The Logon as a Service Properties window appears.
19 Click Apply to save the changes.
20 Click OK.
21 Close the Local Security Settings window.

Setting the password for CCMMOPSUSR

To set the password to never expire for CCMMOPSUSR, perform the following
steps:
1 Click Start > Control Panel> Administrative Tools > Computer
Management.
2 Click Local Users and Groups.

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3 Click Users.

4 Right-click CCMMOPSUSR, and then click Properties.

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5 On the General tab, select the Password Never Expires check box.
6 Click OK.

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Step 12. Update the E-mail Manager Service

This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to “Switch the Redundancy server to Primary mode” on page
723.

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Verifying the License Manager and Starter services are started

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.

2 Next to CCMM License Service, verify that the Status is Started and the
Startup Type is Automatic.
3 Next to CCMM Starter Service, verify that the Status is Started and the
Startup Type is Automatic.
4 Next to Cache Controller for Nortel, verify that the Status is Started and the
Startup Type is Automatic.
Note: If a service is not started, in the Windows Services Control Panel,
right-click the service name, and then click Start.

Configuring the E-mail Manager service

1 On the Windows Start menu, click All Programs > Administrative Tools >
Services.
2 Select the CCMM E-mail Manager service.
3 Right-click on the service, and select Properties.
Result: The Service Properties window appears.
4 In the Startup Type list, select Manual.

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5 Click Apply.
6 Click OK.

Starting the E-mail Manager service

1 In the Windows Services Control Panel, right-click CCMM E-mail Manager
service, and then click Start.
2 Close the Windows Services Control Panel.

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Step 13. Create shared inbound and outbound

attachment folders

This procedure is optional. If you do not have a license for the E-mail Manager,
proceed directly to “Switch the Redundancy server to Primary mode” on page
723.

Access on a shared folder is determined through two sets of permission entries:

the permissions set on the share (called share permissions) and the permissions
set on the folder (called NTFS file and folder permissions).

You must provide access to a shared location for inbound and outbound e-mail
attachments. These shared locations must be shared for the user types you
configured in “Switch the Redundancy server to Primary mode” on page 723.

Use the procedures in this section to configure the shared folders with the
required access permissions.

ATTENTION Nortel recommends that you use the default attachment

locations defined in this section. If required, you can choose a
different location for the inbound and outbound shared e-mail
folders. If you choose a different location, you must ensure
that you:
Create the inbound e-mail attachment folder with the path
MailAttachments/Inbound.
Create the outbound folder with the path MailAttachments/
Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Set the NTFS access permissions for CCMMOPSUSR and
IUSR_<Servername>.
Configure the correct folders in the e-mail attachment
locations in the Multimedia Administrator application.

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Setting up an inbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive
where you installed your Contact Center Multimedia database.
3 Locate the folder Inbound.
4 Right-click the Inbound folder, and select Properties.
5 Click the Sharing tab

6 Select the Share this folder option.

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13 In the Locations window, select the Contact Center Multimedia server name
from the list.
14 Click OK.
15 In the Enter the object name to select box, type CCMMOPSUSR.
16 Click Check Names to verify that the user name exists on the local
computer.

17 Click OK.
Result: The Permissions for inboundattachment window appears and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).

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19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where

<Servername> is the name of the Multimedia server.

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22 Click OK.

23 Select the Internet Guest Account.

24 Allow Full Control for the Internet Guest Account.
25 Click OK.
26 Select the Everyone default account.
27 Remove all permissions granted to the Everyone account.
28 Click OK.
29 Click Apply to save the changes to permissions for this folder.

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30 On the Inbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

33 For CCMMOPSUSR, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.
34 Click Add to add a new user.
35 In the Object name box, type IUSR_<Servername>.
36 For the IUSR account, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.

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37 Click Apply to save the changes to permissions for this folder.

38 Click OK to complete the setup of the Inbound Attachments Share.

Setting up an outbound attachment shared location

1 Open Windows Explorer and browse to the drive you selected for your
Contact Center Multimedia database.
2 Open X:\Nortel\Contact Center\MailAttachments, where X is the drive
where you installed your Contact Center Multimedia database.
3 Locate the folder Outbound.
4 Right-click the Outbound folder, and select Properties.
5 Click the Sharing tab

6 Select the Share this folder option.

7 In the Share name box, type outboundattachment.
8 Add a description for the share (optional).
9 Leave the User Limit at Maximum allowed.

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10 Click Permissions.
Result: The Permissions for outboundattachment window appears.
11 Click Add.
12 Click Locations.
13 In the Locations window, select the Contact Center Multimedia server name
from the list.
14 Click OK.
15 In the Enter the object name to select box, type CCMMOPSUSR.
16 Click Check Names to verify that the user name exists on the local
computer.

17 Click OK.
Result: The Permissions for outboundattachment window appears and the
user is added to the list of users.
18 Select the Multimedia user account (hostname/CCMMOPSUSR).

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19 Allow Read and Change permissions for the Multimedia user account
(hostname/CCMMOPSUSR).

20 Click Add to add a new user.

21 In the Object name box, type IUSR_<Servername>, where

<Servername> is the name of the Multimedia server.

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22 Click OK.

23 Select the Internet Guest Account.

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30 On the Outbound Properties dialog box, click Security.

31 Click Add to add a new user.

32 In the Object name box, type CCMMOPSUSR.

33 For the CCMMOPSUSR, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.
34 Click Add to add a new user.
35 In the Object name box, type IUSR_<Servername>.
36 For the IUSR account, select the following permissions: Read & Execute,
List Folder Contents, Write, and Read.

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37 Click Apply to save the changes to permissions for this folder.

38 Click OK to close the Outbound Properties box.
39 Close Windows Explorer.

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Step 14. Configure Internet Information

Services (IIS)

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6 Click the HTTP Headers tab.

7 Click MIME Types.

8 Click New.
9 In the Extension box, type .dic.
10 In the MIME Type box, type application/octet-stream.

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Step 15. Verify the Multimedia database

installation

Follow the procedures in this section to verify the installation of the Multimedia
database.

Setting web content permissions

Web permissions control access to virtual directories on the Multimedia server
for Multimedia clients.

To set web content permissions

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3 Click Web Services Extensions.

4 On the right side of the IIS Window, click the Extended tab if it is not
already open.
5 Select Active Server Pages.
6 Click Allow.
7 Close the Internet Information Services (IIS) Manager window.

Verifying the web services

1 On the Multimedia Server, open Internet Explorer.
2 Browse to http://localhost/csp/multimedia/ws.Contact.cls.
Result: A web page appears, indicating successful verification of the web
services.

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Note: If the web page does not appear, contact your Nortel technical
support prime.

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Step 16. Other postinstallation tasks

Perform one or more of the following postinstallation tasks, as required, for your
contact center.

Changing your event viewer settings

Configuring SNMP (optional)

For more information, see “Configuring the Windows SNMP service on the
server” on page 872.

Configuring security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Multimedia Server, see “Using the Windows Server 2003 Security
Configuration Wizard” on page 882.

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What is next?
Add the newly installed Contact Center Multimedia Redundancy server to the
list of servers in Contact Center Manager Administrator, if the Redundancy
server is not already configured. For more information, see “Step 17. Add the
Contact Center Multimedia server in the Contact Center” on page 718.

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Section D: Contact Center Manager

Server configuration

In this Section
Step 17. Add the Contact Center Multimedia server in the Contact Center 718

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Step 17. Add the Contact Center Multimedia

server in the Contact Center

After the Contact Center Multimedia/Outbound server is installed, you must

configure the Contact Center Manager Administration tool with the name and IP
address of the new server. You can configure more than one Multimedia server
in Contact Center Manager Administration, but only one Multimedia server can
be active at one time.

You must log in as the web administrator to configure the Contact Center
Multimedia/Outbound server.

ATTENTION
Risk of interrupting another user
Only one person at a time can log on as the web administrator
in the Contact Center Manager Administration tool.

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Adding the Redundancy server

1 Open Contact Center Manager Administration. In a web browser, type
http://<CCMA_ServerName>, where <CCMA_ServerName> is the name
of the server where your Contact Center Manager Administration is
installed.
2 Log on as the web administrator to configure the Contact Center
Multimedia server.

3 Click Configuration.

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4 On the Server menu, click Add Server.

5 In the Server Name box, type the name of the Contact Center Multimedia/
Outbound server.
When you enter the Multimedia Redundancy server name, the system
automatically fills in IP address and Display name.
6 In the Login ID box, type the Login ID for the Reporting user name for the
server. The Login ID for the Multimedia server is always mmReport.
7 In the Password box, type the password for the reporting user name for the
server. The default user password is mmRep.
Note: You can change the reporting user password in the Multimedia
Administrator.
8 From the Type list, select CCMM.
9 Click Submit.

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What is next?
When required, you can perform the steps in Section E: “Switch the Redundancy
server to Primary mode,” on page 723 to run the Redundancy server in Primary
mode. When the Redundancy server is no longer required, perform the steps in
Section F: “Return Primary server to Primary mode,” on page 727 to return the
Primary server to primary mode.

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Section E: Switch the Redundancy

server to Primary mode

In this section
Using the Redundancy server in Primary mode 724

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Using the Redundancy server in Primary mode

If your Primary server fails, you must perform some steps to manually configure
your Redundancy server to be in Primary mode within your Contact Center.
Once the Redundancy server is running in Primary mode, all incoming contacts
are routed to the server running in Primary mode.
If your Primary server did not fail completely, you must change the Primary
server to run in Redundancy mode.
On the Primary server, on the Windows Start menu, click All Programs >
Nortel Contact Center > Multimedia Server > Set Server as Redundancy.

Copying the attachment folders

You must copy the e-mail attachment folders from the Primary server to the
Redundancy server. The e-mail attachment folders, by default are on the
database drive of your Primary server in Mailattachments/Inboundattachments
and Mailattachments/Outboundattachments. Use the same path as on the
Primary server. For more information about the e-mail attachment folders, see
“Step 13. Create shared inbound and outbound attachment folders” on page 697.

Note: A most recent backup file can be used, but the contents of the backup
might not be current.

Configuring the redundancy server

On the Redundancy server, on the Windows Start menu, click All Programs >
Nortel Contact Center > Multimedia Server > Set Server as Primary.
Result: The Redundancy server is configured to run in Primary mode.

Associating the reporting server to a Contact Center Manager Server

You must associate the Redundancy Contact Center Multimedia/Outbound
server with the configured Manager server. You are configuring the Redundancy
server as if it was in primary mode.

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1 Open the Contact Center Manager Administrator tool. In a web browser,

type http://<CCMA_ServerName>, where <CCMA_ServerName> is the
name of the server where your Contact Center Manager Administration is
installed.
2 Below the Server menu, select the Contact Center Manager Server that
you want to associate a server with, right-click, and then click Edit
Properties.

3 Under Associated Reporting Servers, click the Select box next to the
Multimedia server you added.
Note: Only associate one Multimedia server with a Contact Center
Manager Server. If you associate more than one of the same type of
servers with a Contact Center Manager Server, then the first one assigned
is used.
4 Click Submit.
5 Close the Contact Center Manager Administration application. On the
Launchpad menu, click Log out.

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Redirecting the agent applications

While the Redundancy server is in Primary mode, you must inform your agents
who use the Contact Center Agent Desktop or Outbound Campaign
Management Tool to connect to the Redundancy server.

For example, while your contact center is using the Primary server, the agents
access the desktop application using the URL,
http://<PrimaryServer>/agentdesktop/ccad.exe, where <PrimaryServer> is the
name of your Primary Server. While the Redundancy server is in Primary mode,
agents must use http://<RedundancyServer>/agentdesktop/ccad.exe, where
<RedundancyServer> is the name of your Redundancy server.

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Section F: Return Primary server to

Primary mode

In this section
Returning to the Primary server 728

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Returning to the Primary server

When you are ready to use the Primary server in Primary mode, schedule the
changeover in a maintenance window.

Follow these procedures to restore your Primary server without losing data.

Backing up the Redundancy Server

You need to back up the Redundancy server that is running in Primary mode.
1 From the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Administrator.
2 Type your user ID and password.
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.
5 Double-click Backup/Restore Utility.
Result: The CCMM Backup and Restore Utility window appears.

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6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are backing up to a in the Database box, browse to X:\folder name

network location on the network share\. For example, if the
network drive is X, and the mapped folder is
backup, and a subfolder is CCMM_backup,
then you browse to X:\CCMM_backup\.
You must have the backup folder mapped. See
“Creating the backup destination” on page 836.

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IF THEN

9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, the attachments must be
backed up to the same location.
Note: You can only back up your e-mail attachments to a mapped
networked drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 11.
10 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
11 Click Backup Now.
Result: A reminder box opens to remind you of what is currently backed up
using this utility.
12 Click OK to begin the backup.

Running script on the Redundancy server

On the Redundancy server, on the Windows Start menu, click All Programs >
Nortel Contact Center > Multimedia Server > Set Server as Shadow.
Result: The Redundancy server is no longer in Primary mode.

Stopping the Redundancy server

You must stop the services on the Redundancy server.

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To stop services
1 From the Windows Start menu, select All Programs > Administrative
Tools > Services.
2 Select the CCMM Starter service.
3 Click Stop.
4 Repeat steps 2 and 3 for the following services:
CCMM E-mail Manager
CCMM License Manager
CCMM Multimedia Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
5 Close the Services window.

Restoring the backup to the Primary server

Restore the backup you made on the Redundancy server in “Backing up the
Redundancy Server,” on page 728 to the Primary server.

Before you restore your database, you must shut down all of the Contact Center
Multimedia applications, including the Caché database.

CAUTION

Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.

Outbound applications, the restore fails.

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1 On your server, shut down all Contact Center Multimedia/Outbound

applications. You must not use the Outbound Campaign Management Tool,
or the Agent Desktop until the restore is complete. Shut down the services
manually, by following these steps:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

b. Under CCMM Starter service, click Stop.

2 Under the Caché Controller service, click Start.
3 Click Exit to close the CCMM Service Control window.
4 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
5 Type your user ID and password.
6 Expand Contact Center Multimedia/Outbound.
7 Expand Database Administration.

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8 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.

9 Click Restore.
Result: The Restore CCMM Database window appears.

10 Beside Restore From, select the location you used to back up the
database and e-mail attachment folders.
11 In the Database box, select a file name for your backup file. Click Browse
to select the file name.
12 If you want to restore the e-mail attachment folders, in the Attachments
box, select X:\folder name on the network share. Click Browse and open

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the selected file name. If you are backing up the database to a mapped
network folder, the attachments must be restored from the same location.
If you do not want to restore the e-mail attachment folders, select the Do
not Restore E-mail Attachments check box.
13 Click Restore Now.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the e-mail attachment folders is not
correct, click No, select the correct file name, and then click OK.
14 Click Close.
15 Restart the computer.

Starting the services on the Primary server

Start the services on the Primary server to begin running the Primary server in
Primary mode.
1 On the Windows Start menu, select All Programs > Administrative Tools
> Services.
2 Select the service you want to start. You must ensure that the following
services are started.
CCMM E-mail Manager
CCMM License Manager
CCMM Multimedia Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
3 Click Start.
4 Repeat steps 2 and 3 for each service.

Starting the services on the Redundancy server

Start the services on the Redundancy server.

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1 On the Windows Start menu, select All Programs > Administrative Tools
> Services.
2 Select the service you want to start. You must ensure that the following
services are started.
CCMM E-mail Manager
CCMM License Manager
CCMM Multimedia Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
3 Click Start.
4 Repeat steps 2 and 3 for each service.

Associating the reporting server to a Contact Center Manager Server

You must reassociate the Primary Contact Center Multimedia/Outbound server
with the configured Manager server.

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Installing the Redundancy server Standard 1.0

1 Open the Contact Center Manager Administrator tool. In a web browser,

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Redirecting the client applications

The Primary server is now in Primary mode. You must inform your agents who
use the Contact Center Agent Desktop or Outbound Campaign Management
Tool to connect to the Primary server.

For example, while your contact center is using the Redundancy server in
Primary mode, the agents access the desktop application using the URL,
http://<RedunancyServer>/agentdesktop/ccad.exe, where <RedundancyServer>
is the name of the server running in Primary mode. After the Primary mode is
restored to the Primary server, the agents use http://<PrimaryServer>/
agentdesktop/ccad.exe, where <PrimaryServer> is the name of your Primary
Server.

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Installing the Redundancy server Standard 1.0

738 Contact Center Multimedia/Outbound

Chapter 6

Configuring outbound settings and

routing

In this chapter
Overview 740
Logging on to the Multimedia Administrator 741
Configuring skillsets 742
Configuring the outbound scheduler 744

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Configuring outbound settings and routing Standard 1.0

Overview

You can use the Multimedia Administrator to configure the skillsets, timers and
other settings for outbound contacts.

If you are not licensed for outbound contacts, continue with Chapter 7,
“Configuring e-mail settings and routing.”

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Logging on to the Multimedia Administrator

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 In the User ID box, type your user identification (for example, SysAdmin).
3 In the Password box, type your password. Use a user ID and password
with Administrator privileges.
4 Click Login.

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Configuring skillsets

If you add skillsets in the Contact Center Manager Administration, and want to
use the skillsets to route outbound contacts, you must first configure a route
point for each skillset.

Assigning a route point to a skillset

1 In the Contact Center Multimedia Administrator application, expand
Contact Center Multimedia.
2 Expand General Administration.
3 Double-click Skillset Settings.
Result: The Skillset Settings window appears.

4 Select the skillset for which you want to assign a route point.

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5 Click Edit.
Result: The Edit Skillset window appears.

6 In the Route Point list, select the route point that you want to assign to the
skillset.
7 Click Save.
Result: The Edit Skillset window closes. In the Skillset Settings window, the
configured route point appears next to the skillset.
8 Repeat steps 4–7 for each skillset required.
9 When all skillsets are configured, click Close to close the Skillset Settings
window.

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Configuring the outbound scheduler

You can configure the global setting for the length of time you want the
Outbound Scheduler to wait between presenting outbound contacts to the
Contact Center Manager Server. You must be licensed for outbound contacts to
configure the outbound scheduler.

The default idle time is 60 seconds.

Configuring the idle time

1 In the Contact Center Multimedia Administrator application, expand
Contact Center Multimedia.
2 Expand Outbound Administration.
3 Double-click Outbound Scheduler Configuration.
Result: The Outbound Campaign Scheduler Configuration window
appears.

4 In the Sleep Duration box, type the number of hours and minutes you want
to wait between presenting outbound contacts to the Contact Center
Manager Server.

744 Contact Center Multimedia/Outbound

Chapter 7

Configuring e-mail settings and

routing

In this chapter
Overview 746
Logging on to the Multimedia Administrator 747
Configuring skillsets 748
Creating a recipient mailbox 750
Configuring inbound e-mail settings 754
Configuring outgoing mailbox settings 757
Configuring rules 764
Configuring a rule for multiple mailboxes 786
Configuring closed reasons 801

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Configuring e-mail settings and routing Standard 1.0

Overview

You can use the Multimedia Administrator to configure the servers, general
settings, inbound and outbound e-mail settings, rules, and other properties in
Contact Center Multimedia/Outbound that are required for routing e-mail
messages.

If you are not licensed for e-mail contacts, continue with Chapter 8,
“Configuring the Contact Center Agent Desktop.”

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Logging on to the Multimedia Administrator

Logging off of the Multimedia Administrator

To log off the Multimedia Administrator, click File > Exit.

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Configuring skillsets

If you add skillsets in Contact Center Manager Administration, and want to use
the skillsets in rules, you must first configure a route point for each skillset.

Assigning a route point to a skillset

4 Select a skillset for which you want to assign a route point.

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5 Click Edit.
Result: The Edit Skillset window appears.

6 In the Route Point list, select the route point that you want to assign to the
skillset.
7 If applicable, type an auto-signature for the skillset.
Note: An auto-signature is text that is automatically added at the bottom of
an outgoing message. For example, you can encourage customers to visit
your customer support web site by adding the URL and other promotional
information or disclaimer text to every message.
8 Click Save.
Result: The Edit Skillset window closes. In the Skillset Settings window, the
configured route point appears next to the skillset.
9 When all skillsets are configured, click Close to close the Skillset Settings
window.

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Creating a recipient mailbox

You must ensure that any alias e-mail address that you want to configure in the
E-mail Manager is already configured on your corporate e-mail server.

Contact Center Multimedia/Outbound polls specific recipient mailboxes on the

e-mail server based on a list of mailboxes defined in the Multimedia
Administrator recipient mailboxes. The e-mail retrieved from these mailboxes is
routed based on defined rules. A mailbox can be a physical mail store or an alias.

To create a recipient mailbox

1 In the Contact Center Multimedia Administrator application, expand
Contact Center Multimedia.
2 Expand E-mail Administration.

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3 Double-click Recipient Addresses.

Result: The New Recipient window appears.

4 In the Mailbox Name box, type the name of a mailbox set up the e-mail
server.
5 In the E-mail Domain box, type the domain for your e-mail server.
Note: Mailbox names are case-sensitive. You must type the mailbox name
exactly as it appears on your e-mail server.
Note: If the Contact Center Multimedia/Outbound server is not in the same
domain as the e-mail server, you must also include the domain. Include the

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domain in the format: domain\user (pre-Windows 2000) or user@domain

(post-Windows 2000) in the Mailbox Name box.
Example: To enter the e-mail address sales@nortel.com, in the Mailbox
Name box type sales, and in the E-mail Domain box type nortel.com.
Example: To enter the e-mail address sales@europe.nortel.com, in the
Mailbox Name box type europe\sales or sales@europe, and in the E-mail
Domain box type nortel.com.
6 In the Password box, enter the password for the mailbox.
Attention: When you change a password on the e-mail server, you must
update this password in the Multimedia Administrator.
7 In the Confirm box, type the same password you typed in the Password
box.
8 In the Display Name box, type the name you want to appear in the e-mail
From address (for example, sales department).
9 In the POP3 Server box, ensure that the host name of your POP3 server is
selected.
10 In the SMTP Server box, ensure that the host name of your SMTP server is
selected.
11 Select the Enabled or Alias option.
Select the Enabled option to include the e-mail mailbox in the set of
mailboxes from which incoming e-mail is retrieved.
Select the Alias option to configure this mailbox as an alias. The
address of an alias can be used in rules configuration and outbox
mapping, but a recipient box configured as an alias address not contain
e-mail.
12 In the Process Up to box, enter the maximum number of e-mail messages
the mailbox can accept every time it scans the database. You can enter a
different value for this variable for each mailbox. The default value is 10.
13 Select the Use alternative username for SMTP Authentication box if you
are configuring an inbox as an alias. If SMTP authentication is enabled on
your e-mail server, and you are using aliases, you log on to the SMTP
server with a different user name.
14 In the Username box, type the SMTP server logon name.
Note: You can have mailboxes on multiple e-mail servers. You can have
multiple e-mail servers for e-mail or fax messages, load balancing, and

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managing e-mail subtypes. Each e-mail server is polled for the mailboxes
that it hosts. For more information about configuring more e-mail servers,
see the Multimedia Administrator online Help.
15 Click Save.

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Configuring inbound e-mail settings

You can perform this optional configuration if you are licensed for e-mail
contacts.

You can configure optional e-mail settings, such as:

how frequently you scan the e-mail server for new messages
where the attachments are stored
what text is searched when you use keywords for rules

Configuring the e-mail settings

Use the E-mail Configuration window to configure these settings:
The Mailbox Scan Interval is the interval between the scans are made to
the e-mail server to check for new e-mail messages. The default value is 60
seconds.
The Attachment Files are the locations on the Contact Center Multimedia
server where the attachments to e-mail messages are stored. A URL is
provided for agents to access the folder on the web server. These values are
provided by default.
To change these folder names, you must ensure that the new folder exists on
the file system with the correct path to the folders, the folder is shared, a
parallel IIS virtual folder is created, and that all of the permissions are
correct. No verification is performed in the Multimedia Administrator
application to ensure that the new values are correct, so the values need to
checked carefully. The default values for the folder, where <Servername>
is the name of the Contact Center Multimedia/Outbound server, are:
Inbound URL: http://<Servername>/inboundattachment
Inbound Share: \\<Servername>\inboundattachment
Outbound URL: http://<Servername>/outboundattachment

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Outbound Share: \\<Servername>\outboundattachment

ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment
locations defined during installation. If required, you can
choose a different location for the inbound and outbound
shared e-mail folders. If you choose a different location,
you must ensure that you:
Create the inbound e-mail attachment folder with the
path MailAttachments/Inbound.
Create the outbound folder with the path
MailAttachments/Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Configure the NTFS access to the inbound and
outbound folders for CCMMOPSUSR and
IUSR_<Servername>.
Configure the correct folders in the e-mail attachment
locations in the Multimedia Administrator application.

The Auto-Number Outgoing E-mail is the customer identification number

and can optionally be included in the message subject of all e-mail
messages.
The Include E-Mail Body in Keyword Search specifies the keyword
search for rules is applied to both the subject and the body of the e-mail
message. You can also select the number of characters in the e-mail
message you want to search.

To configure the e-mail settings

1 In the Multimedia Administrator application, expand Contact Center
Multimedia.
2 Expand E-mail Administration.

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Configuring e-mail settings and routing Standard 1.0

3 Double-click E-mail Configuration.

Result: The E-Mail Configuration window appears.

4 To configure a different Mailbox Scan Interval, type the time in minutes or

seconds.
5 To change the Attachment Files locations, type the new path into the fields
provided.
6 Select or clear the Auto-Number Outbound E-Mail.check box. If the check
box is checked, the customer identification number is included in the
message subject of all e-mail messages.
7 Select or clear the Include E-Mail Body in Keyword Search check box. If
the check box is checked, the keyword search for rules is applied to both
the subject and the body of the e-mail message. You can also select the
number of characters in the e-mail message you want to search.
8 Click Save.

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Configuring outgoing mailbox settings

Configure outgoing e-mail mailbox settings to identify who is responding to the

customer’s e-mail message. For outgoing e-mail, you can also change the
encoding of the message.

The response can contain the e-mail address to which the customer sent the
original e-mail message, or a general corporate e-mail address that is configured
for each skillset.

Agent-initiated messages are always sent from an e-mail address associated with
a skillset.

Note: E-mail messages must be sent through the e-mail server, not forwarded to
another party. Sending e-mail messages preserves the original To address which
is used for e-mail rule administration and outgoing e-mail addresses.

Configuring the outgoing mailbox for responses

1 In the Multimedia Administrator application, expand Contact Center
Multimedia.
2 Expand E-mail Administration.

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3 Double-click Outgoing E-mail.

Result: The Outgoing E-mail Configuration window appears.

4 Select a skillset.

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5 Click Set Mapping.

Result: The Outgoing E-mail Mapping window appears.

6 Do one of the following:

To send customer responses from an address specified for the skillset,
do the following:

Click Send both Agent-initiated Contacts and Customer

Responses from this E-mail address.

In the box, select the e-mail address for the outgoing e-mail. This e-
mail address must be defined as a mailbox on the E-mail Manager.
To send customer responses from the address that the customer used,
do the following:

Click Respond to Customer Contacts with the Recipient address of

the original e-mail.

In the box, select the e-mail address for the outgoing e-mail for agent-
initiated e-mail messages. This e-mail address must be defined as a
mailbox on the E-mail Manager.

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Configuring e-mail settings and routing Standard 1.0

7 Click Save.
Result: The changes appear in the Skillset to Mailbox Mappings tab of the
Outgoing E-mail Configuration window.

Selecting barred e-mail addresses

You can bar e-mail addresses from the E-mail Manager. The E-mail Manager
does not send an e-mail message to an address that appears on the barred list.
1 In the Outgoing E-mail Configuration window, click Barred Outgoing
Addresses.
Result: The new page appears.

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2 To add a new barred address, click New.

Result: The New Barred E-mail Address window appears.

3 In the Address box, type the e-mail address that must be barred.
4 Click Save to save the new barred address.
5 Click Close to close the Outgoing E-mail Configuration box.

Configuring encoding for outgoing e-mail

The E-mail Manager, by default, encodes outgoing e-mail using UTF-8. On
some systems, for the e-mail message to be successfully sent, the platform
encoding needs to be modified to match the encoding of the sending language
family.

Select one of the following types of coding, as required for your system:

US-ASCII American Standard Code for Information Interchange

windows-1250 Windows Eastern European

windows-1251 Windows Cyrillic

windows-1252 Windows Latin-1

windows-1253 Windows Greek

windows-1254 Windows Turkish

windows-1257 Windows Baltic

ISO-8859-1 ISO 8859-1, Latin Alphabet No. 1

ISO-8859-2 Latin Alphabet No. 2

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ISO-8859-4 Latin Alphabet No. 4

ISO-8859-5 Latin/Cyrillic Alphabet

ISO-8859-7 Latin/Greek Alphabet

ISO-8859-9 Latin Alphabet No. 5

ISO-8859-13 Latin Alphabet No. 7

ISO-8859-15 Latin Alphabet No. 9

KOI8-R KOI8-R, Russian

UTF-8 Eight-bit UCS Transformation Format

UTF-16 Sixteen-bit UCS Transformation Format, byte order

identified by an optional byte-order mark

UTF-16BE Sixteen-bit Unicode Transformation Format, big-endian

byte order
UTF-16LE Sixteen-bit Unicode Transformation Format, little-endian
byte order

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/

guide/intl/encoding.doc.html.

To change the encoding for the outgoing e-mail

1 In the Multimedia Administrator application, expand Contact Center
Multimedia.
2 Expand E-mail Administration.

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3 Double-click Outgoing E-mail Encoding.

Result: The Outgoing E-mail Encoding dialog box appears.

4 In the Encoding list, select the type of encoding you want to use.
5 Click Save.

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Configuring rules

Rules determine how a multimedia contact is to be routed based on information

about the e-mail message (inputs) and configurations in your contact center
(outputs).

A basic rule considers the recipient address of the contact and can assign a
skillset. You can further enhance the routing by searching for specific keywords
in the body of an e-mail, or looking at who sent the message (sender address).
You can also enhance the routing by selecting additional output details for your
contact center, such as auto-responses. You can configure a maximum of 1000
rules.

Configuring additional rules is optional.

Example 1:
A magazine advertises an investment strategy. Customers can learn more about
the investment by sending an e-mail with “Good Investing” in the subject line to
a specific address. A rule can be created to search incoming e-mail messages for
“Good Investing.” If the e-mail subject line contains “Good Investing,” then a
brochure is sent to the customer. No interaction from an agent is required.

Example 2:
An e-mail arrives at the contact center from the most important client of the
contact center. A rule can be created to route this client’s contacts to a skillset
assigned to a highly specialized agent.

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Understanding rule components

Rule inputs
Multimedia rules are based on the recipient address or the To address when the
e-mail arrives in the contact center. Rules apply to a recipient mailbox.

You can also add keywords and sender addresses to the input to further refine the
rule.
Keyword groups—A collection of related words for which the system
searches within the subject or the body of an e-mail.
Sender address groups—The originating address of the e-mail, or From
address, when the e-mail arrives in the contact center.

Rule outputs
Each rule must have one output that is assigned to a skillset. You can also
configure a contact type or a priority for the contact that matches the rule. You
can optionally close the contact, or add an auto-response or out of office
message, to the rule.

Placing the rules in a sequence

The first rule applied to each recipient mailbox is a copy of the system delivery
failure rule. The last rule applied to each recipient mailbox is a copy of the
default rule. The other rules, created by the administrator, can be in any order
between the delivery failure and default rules.

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Configuring e-mail settings and routing Standard 1.0

For rules that you create, the rule with the most specific constraints appears
second, after the delivery failure rule, and the rule with the least specific
constraints appears immediately before the default rule, which is last.

You can configure the sequence of the rules by selecting a rule in the list and
using the up or down arrow to move the rule.

You can also enable and disable each rule by selecting a rule in the list and using
the check mark or cross to enable or disable the rule.

Note: The default delivery failure rule and the default rule are always enabled
and you can not disable them.

Determining the status of a rule

Each rule is in one of the following states:

Enabled—The rule is executed if the contact matches the requirements of the

rule. It is black on the table.

Disabled—The rule is not executed, even if the contact matches the

requirements of the rule, because the rule is disabled. It is gray on the table.

Reset—The rule is executed if the contact matches the requirements of the rule;
however, the rule was reset, because the skillset used in the rule was deleted in
Contact Center Manager Administration. The default skillset,
EM_Default_Skillset, is assigned to the rule, and unexpected routing can occur.
The rule is red in the list of rules to warn the administrator of a change in the rule
definition. The rule returns to black when you change or open the skillset.

Creating a new rule

Create a new rule using the Rule Configuration Wizard.
1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia.
3 Expand Rule Administration.

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4 Double-click Rule Configuration Wizard.

Result: The Rules Configuration Wizard - Begin window appears.

5 Select Configure Individual Recipient Rules to create a rule.

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6 Click Next.
Result: The Rule Configuration Wizard- Recipients window appears.

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7 In the Rule Configuration Wizard, click Next.

Result: The Rule Configuration Wizard - Rules window appears.

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Configuring e-mail settings and routing Standard 1.0

8 Click New to configure a new rule.

Result: The Rule Configuration Wizard - Input Criteria window opens.

Configuring rule inputs

Rules are automatically based on the recipient address; however, you can use
keyword groups and sender groups to define more detailed rules.

From the examples at the beginning of this section, we can consider the inputs
for each rule:

Examples:
The magazine example suggests that readers can send an e-mail with “Good
Investing” in the subject to the contact center to get more information about a
particular investment. Create a rule to search the subject of incoming e-mail
messages for “Good Investing.” You can send an auto-response and close the
contact by using keywords to determine if the subject of the incoming e-mail
message is “Good Investing.”

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When an e-mail comes into the contact center, a rule checks to see if the
keywords “Good Investing” are in the e-mail subject. If a match is found, then
the rule is followed (if the rule is enabled). If the keywords are not in the e-mail,
the e-mail does not match the rule, and the remaining rules are checked.
In the second example, if an e-mail arrives at the contact center from a very
important client, you can create a rule to route this client’s contacts to a skillset
that is assigned to a highly specialized agent. You can assign a specialized
skillset to the important client by creating a sender group that includes this
client’s e-mail address.

When an e-mail comes into the contact center, the rule checks to see if the
sender address matches the very important client. If it does, then the rule is
followed (if the rule is enabled). If the sender address does not match the rule,
then the remaining rules are checked.

Adding keyword groups to the rule

A keyword group is a list of words or groups of words that you can search in an
e-mail message. Keyword groups associate keywords and expressions
considered important by the contact center to be handled in a particular way—
assign a skillset, close the contact, or send an auto-response.

Keyword groups are optional; however, you can use up to three keyword groups
as input parameters for your rule.

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To insert keyword groups into the rule

1 On the Rule Configuration Wizard - Input Criteria window, under Available
Keyword Groups, select a keyword group you want to use for this rule.
To create a new keyword group, perform the following steps:
a. On the Rule Configuration Wizard - Input Criteria window, under
Keyword Groups, click More.
Result: The Keyword Groups window appears.

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b. Click New.
Result: The New Keyword Group window appears.

c. In the Name box, type a unique name for the keyword group (maximum
64 characters).

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d. In the Keyword box, type a word or a group of words related to the

keyword group you are creating.
Note: The keyword search in an e-mail message is not case sensitive. If
you add the word John, the E-mail Manager also matches JOHN and john.
Note: The Keyword box supports the unicode UTF-8 character set.
Note: Keyword groups support only * and ? wildcard characters.
Example: The asterisk (*) represents multiple characters. For example, t*
specifies a list of all the words that start with t. The question mark (?)
represents a single character. For example, p?t specifies all three letter
words that start with p and end with t.
A keyword does not support the following characters: + - & | ! ( ) { } [ ] ^ “ ~ :
and \. If you use any of these characters in your keywords, you receive an
error message stating that the keyword contains invalid characters.
e. Click Add.
Result: The keyword or expression is added to the list, and the
keyword group is created.
Note: You must assign at least one keyword to a keyword group before you
can save the keyword group.
f. Repeat steps d and e to add more keywords to the list.
g. Click Save.
h. Click Close to close the Keyword Groups window.
2 With the selected keyword highlighted, click the black arrow ( ) to insert
the keyword group name into the selection box.
3 Repeat step 2 for a second and third keyword group, if desired.
4 Between each keyword group selection, click AND or AND NOT to create a
logical expression for your keyword groups.
Note: If the same word appears in two keyword groups separated by a NOT
operator, the rule fails. The e-mail is evaluated by the next rule configured
for the recipient mailbox.

Adding sender groups to the rule

You must place any sender addresses that you want to track in a sender group.
Sender groups can be used to route important sender e-mail addresses to
skillsets.

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Using a sender group in the rule is optional.

To insert sender groups into the rule

1 On the Rule Configuration Wizard - Input Criteria window, under Available
Sender Groups, select a sender group you want to use for this rule.
To create a new sender group, perform the following steps:
a. On the Rule Configuration Wizard - Input Criteria window, under
Sender Groups, click More.
Result: The Sender Groups window appears.

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b. Click New.
Result: The New Sender Group window appears.

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c. In the Name box, type a unique name for the sender group (maximum
64 characters).
d. In the E-mail Address box, type an e-mail address.
If you know the user is in the contact database, start typing an e-mail
address, and then click Lookup. E-mail messages that match the
characters you typed appear in the list.
e. Click Add to insert the e-mail address you looked up, or click Add
Freeform to add your typed e-mail address to the sender group.
Note: This text box supports unicode language. For example, you can enter
Chinese text.
Note: Sender groups support only * wildcard characters placed before the
@ symbol in an e-mail address. The wildcard characters cannot be at the
end of a sender group address.
Nortel recommends that you have a maximum of 20 sender e-mail
addresses in one sender group.

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f. Repeat steps d and e to add more e-mail addresses to the sender

group.
g. Click Save.
h. Click Close to close the Sender Groups window.
2 When a sender group is highlighted, click the black arrow ( ) to insert the
sender group name into the selection box.

Completing the rule inputs

When you complete the input configuration, continue the Rule Configuration
Wizard.

Click Next.
Result: The Rule Configuration Wizard - Output Actions window appears.

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Configuring rule output actions

An e-mail that matches a particular rule must be assigned to a skillset, or closed.
An auto-response can be created to reply to the e-mail.

Examples:
In the magazine example, if the subject line contains the correct text, then a
brochure about the investment can be automatically sent to the customer. No
interaction from an agent is required. The rule for the e-mail about “Good
Investing” can ensure a specific response to the customer e-mail message: send
an auto-response (with the brochure as an e-mail attachment) and then close the
contact.
An e-mail arrives from the most important client of the company. A rule ensures
the following response to the e-mail: assign a skillset named “VIP” and add a
high priority to the e-mail message.

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To configure the output actions

1 In the Rule Name box, type the name of your rule. The name of your rule
must be unique.
2 In the Skillset box, select a skillset to assign the contact to if the contact
matches the rule.
Note: If you select This Rule will close the Contact, you must select a
skillset.
To configure a skillset, perform the following steps
a. Under Skillsets, click More.
b. Select the first skillset you use to route multimedia contacts.
c. Click Edit.
Result: The Edit Skillset window appears.

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f. Click Close to close the Skillset Settings window.

3 In the Contact Type box, select the type to assign to the contact if the
contact matches the rule.
4 In the Contact Priority box, select the priority for the contact if the contact
matches the rule.
5 To configure a rule that is applied when the contact center is closed, Select
the This rule will use Office Hours check box.
Note: Default hours are configured for office hour times in your contact
center. For information about changing the open and close times, see your
Multimedia Administrator online Help.
Note: You can only create one out of office hours rule.
6 To close the contact when a match to the rule is found, select the This Rule
will close the Contact check box.

Adding an auto-response to the rule

Auto-responses are used to send messages to a sender. An auto-response can
perform one of the following objectives:
provide the customer with their web logon ID and password (password
reminder auto-response)
inform a customer the office is closed (out of hours auto-response)
acknowledge the receipt of an e-mail contact (regular auto-response, or an
auto-acknowledgement)
provide specific information in response to rule inputs (regular auto-
response)

A password reminder auto-response and an out of hours auto-response are

configured by default. You cannot delete the default auto-responses. You can
create the number of regular auto-responses your contact center requires.

Configuring an auto-response for a rule is optional.

To select an auto-response for the rule

1 On the Rule Configuration Wizard - Output Criteria window, under Auto-
responses, select a response you want to use for this rule.
To create a new auto-response, perform the following steps:

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a. On the Rule Configuration Wizard - Output Criteria window, under

Auto-Responses, click More.
Result: The Auto-Responses window appears:

b. Click New.
Result: The New Auto-Response window appears.

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c. In the Name box, type the name of the auto-response.

d. In the Subject box, type the subject of the response e-mail message.
e. In the Type box, type select the type of auto-response: Regular,
Password Reminder, or Out of Hours.
f. In the Body box, type the message you want to include in the
response.
You can also add attachments and insert data items, such as the date,
customer number, arrival time, customer name, customer e-mail
address, e-mail subject, and e-mail body in an auto-response. For
more information, see the Contact Center Multimedia Administrator
online Help.
If you use an attachment, a warning message indicates that the
attachments must be in the outbound e-mail attachment folder. Click
OK to confirm the attachment location.
g. Click Save.

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h. Click Close to close the Auto-Responses window.

2 When the selected auto-response is highlighted, click the black arrow ( )
to insert the selected auto-response name into the selection box.
3 Click Save.
Result: The rule is configured and the rules are displayed in the rules list.

4 Click Finish.
You can repeat this process to configure other rules.

Printing a rule summary

You can view and print a list of the rules you configure. Review the order in
which the rules are applied to each recipient contact. You can also see the status
of each rule.

You can export the rules from the Rule Precedence window to a text file for
printing.

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To print the Rules

1 Log on to the Multimedia Administrator.
2 On the Utilities menu, click Export Rules.
3 Browse to a file location on your server to store the file.
4 Click Save.
5 Go to the file named Rules.txt. The file is saved on your desktop.
6 Double-click to open the file.
7 On the File menu, click Print.

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Configuring a rule for multiple mailboxes

You can configure a rule that applies to more than one mailbox.
1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia.
3 Expand Rule Administration.
4 Double-click Rule Configuration Wizard.
Result: The Rule Configuration Wizard - Begin window appears.

5 Select Configure a New Rule for Multiple Recipients.

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6 Click Next.
Result: The Rule Configuration Wizard - Recipients window appears.

7 Select the recipient addresses to which you would like to add a new rule by
selecting the check box next to each recipient name.

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8 In the Rule Configuration Wizard, click Next.

Result: The Rule Configuration Wizard - Input Criteria window opens (if
you have selected more than one recipient mailbox).

Configuring rule inputs

Rules are automatically based on the recipient address; however, you can use
keyword groups and sender groups to define more detailed rules.

From the examples at the beginning of this section, consider the inputs for each
rule:

Adding Keyword groups to the rule

A keyword group is a list of words or a group of words that you can search in an
e-mail message. Keyword groups associate keywords and expressions
considered important by the contact center to be handled in a particular way—
assign a skillset, close the contact, or send an auto-response.

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Keyword groups are optional; however, you can use up to three keyword groups
as input parameters for your rule.

To insert keyword groups into the rule

1 On the Rule Configuration Wizard - Input Criteria window, under
Available Keyword Groups, select a keyword group you want to use for
this rule.
To create a new keyword group, perform the following steps:
a. On the Rule Configuration Wizard - Input Criteria window, under
Keyword Groups, click More.
Result: The Keyword Groups window appears.

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b. Click New.
Result: The New Keyword Group window appears.

c. In the Name box, type a unique name for the keyword group (maximum
64 characters).

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d. In the Keyword box, type a word or a group of words related to the

keyword group you are creating.
Note: The Keyword box supports the unicode UTF-8 character set.
Note: Keyword groups support only * and ? wildcard characters.
Example: The asterisk (*) represents multiple characters. For example, t*
specifies a list of all the words that start with t. The question mark (?)
represents a single character. For example, p?t specifies all three letter
words that start with p and end with t.
A keyword does not support the following characters: + - & | ! ( ) { } [ ] ^ “ ~ :
and \ . If you use any of these characters in your keywords, you receive an
error message stating that the keyword contains invalid characters.
e. Click Add.
Result: The keyword or expression is added to the list, and the
keyword group is created.
Note: You must assign at least one keyword to a keyword group before you
can save the keyword group.
f. Repeat steps d and e to add other keywords to this keyword group.
g. Click Save.
h. Click Close to close the Keyword Groups window.
2 Click the black arrow ( ) to insert the keyword group name into the
selection box.
3 Repeat step 2 for a second and third keyword group, if desired.
4 Between each keyword group selection, select AND or AND NOT to create
a logical expression for your keyword groups.
Note: If the same word appears in two keyword groups separated by a NOT
operator, the rule fails. The e-mail is evaluated by the next rule configured
for the recipient mailbox.

Adding sender groups to the rule

You must place any sender addresses that you want to track in a sender group.
Sender groups can be used to route important sender e-mail addresses to
skillsets.

Using a sender group in the rule is optional.

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To insert sender groups into the rule

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b. Click New.
Result: The New Sender Group window appears.

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Configuring e-mail settings and routing Standard 1.0

c. In the Name box, type a unique name for the sender group (maximum
64 characters).
d. In the E-mail Address box, type an e-mail address.
If you know the user is in the contact database, start typing an e-mail
address, and then click Lookup. E-mail messages that match the
characters you typed, appear in the list.
e. Click Add to insert the e-mail address you looked up, or click Add
Freeform to add your typed e-mail address to the sender group.
Note: This text box supports unicode language. For example, you can enter
Chinese text.
Note: Sender groups support only * wildcard characters before the @ in
the e-mail address. The wildcard characters cannot be used at the end of a
sender group address.
Nortel recommends that you have a maximum of 20 sender e-mail
addresses in one sender group.

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f. Repeat steps d and e to add other sender addresses to this sender

group.
g. Click Save.
h. Click Close to close the Sender Groups window.
2 Click the black arrow ( ) to insert the sender group name into the
selection box.

Completing the rule inputs

When you have completed the input configuration, continue the Rule
Configuration Wizard.

Click Next.
Result: The Rule Configuration Wizard - Output Actions window appears.

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Configuring rule output actions

An e-mail that matches a particular rule must be assigned to a skillset, or closed.
An auto-response can also be created to reply to the e-mail.

To configure the output actions

1 In the Rule Name box, type the name of your rule. The name of your rule
must be unique.
2 In the Skillset box, select a skillset to assign the contact to if the contact
matches the rule.
Note: If you select This rule will close the Contact, you must select a
skillset.
To add a skillset, perform the following steps
a. Under Skillsets, click More.
b. Select the first skillset you use to route multimedia contacts.

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c. Click Edit.
Result: The Edit Skillset window appears.

d. In the Route Point list, select the route point that you want to assign to
the skillset.
e. Click Save.
Result: The Edit Skillset window closes. In the Skillset Settings window, the
configured route point appears next to the skillset.
f. Click Close to close the Skillset Settings window.
3 In the Contact Type box, select the type to assign to the contact if the
contact matches the rule.
4 In the Contact Priority box, select the priority for the contact if the contact
matches the rule.
5 To configure a rule that is applied when the contact center is closed, Select
the This rule will use Office Hours check box.
Note: Default hours are configured for office hour times in your contact
center. For information about changing the open and close times, see your
online Help.
Note: You can create only one out of office hours rule.

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6 To close the contact when a match to the rule is found, select the This Rule
will close the Contact check box.

Adding an auto-response to the rule

Auto-responses are used to send messages to a sender. You can use an auto-
response to send information to a sender or as an acknowledgement of receipt of
an e-mail contact. An auto-response is optional.

To select an auto-response for the rule

1 On the Rule Configuration Wizard - Output Criteria window, under Auto-
responses, select a response you want to use for this rule.
To create a new auto-response, perform the following steps:
a. On the Rule Configuration Wizard - Output Criteria window, under
Auto-Responses, click More.
Result: The Auto-Responses window appears:

b. Click New.
Result: The New Auto-Response window appears.

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c. In the Name box, type the name of the auto-response.

d. In the Subject box, type the subject of the response e-mail message.
e. In the Body box, type the message you want to include in the
response.
You can also add attachments and insert data items, such as the date,
customer number, arrival time, customer name, customer e-mail
address, e-mail subject, and e-mail body in an auto-response. For
more information, see the Contact Center Multimedia Administrator
online Help.
f. Click Save.
g. Click Close to close the Auto-Responses window.
2 Click the black arrow ( ) to insert the selected auto-response name into
the selection box.

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Completing the multiple rule configuration

1 When all of the output settings are complete, click Save.
Result: The Create More Rules window appears.

2 Click Yes to configure more rules, or No to close the Wizard.

3 If you click Yes, the Recipients (for group) window opens and you can
configure more rules.

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Configuring closed reasons

You can use closed reasons in Contact Center Multimedia/Outbound to indicate

why an e-mail contact was closed.

By default, no closed reasons are configured. If no closed reasons are configured

in the Multimedia Administrator application, then the agent is not required to
select a closed reason. If one or more closed reasons are configured, then the
agent must select a closed reason to close the contact.

Creating a closed reason

You can configure closed reasons for your multimedia contacts.

One closed reason can be assigned as a default reason. The default reason is
selected automatically when the agent closes a contact. The agent can select
another closed reason before completing the contact.

To add a closed reason

1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia/Outbound.
3 Expand Agent Desktop Administration.

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Configuring e-mail settings and routing Standard 1.0

4 Double-click Closed Reasons.

Result: The Closed Reasons window appears.

5 Click New.
Result: The New Closed Reason window appears.

6 In the Text box, enter a description of the closed state (maximum 50

characters).
7 To select the new closed reason as the default selection, select the Set as
Default check box.
Note: You can only select one closed reason for the default.
8 Click Save.
9 The closed state you created appears in the list in this window.

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To delete a closed reason

1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia/Outbound.
3 Expand Agent Desktop Administration.
4 Double-click Closed Reasons.
Result: The Closed Reasons window appears.
5 Select a closed reason from the list provided.
6 Click Delete.
7 Click Close.

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804 Contact Center Multimedia/Outbound

Chapter 8

Configuring the Contact Center Agent

Desktop

In this chapter
Overview 806
Logging on to the Multimedia Administrator 807
Resetting agent passwords 808
Configuring custom fields in CCAD 810
Configuring the active contact timer 813
Configuring the callback timer 815
Configuring attachment size 817

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Configuring the Contact Center Agent Desktop Standard 1.0

Overview

This chapter describes the settings that you can configure for the Contact Center
Agent Desktop application. You can do the following:
Reset agent passwords if an agent forgets their login password for the
Contact Center Agent Desktop.
Configure customer fields, such as account numbers and credit card
information to display in the Agent Desktop application.
Configure the hours and minutes that you want a contact to remain open on
a desktop without activity.
Configure the default time in days, hours, and minutes to wait before re-
offering a pending contact to agents.
Specify the maximum size of the attachments that an agent can attach to an
e-mail message.

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Logging on to the Multimedia Administrator

To change the Contact Center Agent Desktop settings, you must open the
Contact Center Multimedia Administrator.

Starting the Administrator application

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password. Use any user ID and password that you
configured with Administrator privileges.
3 Click OK.

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Resetting agent passwords

The Agent Settings window displays the Agents configured for Multimedia in
the Contact Center. The window shows the Last Name, First Name, User Name,
and whether the password has been changed from the default password or not.

If the password is still the default, then the word Default appears in the Password
column of the Agents Settings dialog box. If the password has been changed by
the agent, then Configured appears in the Password column.

Resetting an agent password

1 Open the Contact Center Multimedia Administration window.
2 Expand Contact Center Multimedia.
3 Expand General Administration.
4 Double-click Agent Settings.
Result: The Agent Settings window appears.

5 Select an agent.

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6 Click Reset password.

Result: The password is reset to the default password for the agent. The
default password is the same as the agent's login ID.
7 Click Save.

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Configuring custom fields in CCAD

You can add a custom field to the Contact Center Agent Desktop for multimedia
contacts that pertains to your contact center. For example, if your customers
have a subscription to a magazine, you might want to view information about
each customer's subscription expiry date.

The custom field displays the value entered by the contact center agent for each
customer, the same as any other customer information such as e-mail address or
telephone numbers are entered for the customer.

Creating a custom field

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
3 Double-click Customer Custom Fields.
Result: The Customer Custom Fields window appears

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4 Click New.
Result: The Custom Field dialog box appears.

5 In the Field box, type the label for your custom field.
6 Click Save.

Changing a custom field

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
3 Double-click Customer Custom Fields.
4 Click Edit.
Result: The Custom Field dialog box appears.

5 In the Field box, change the label for your custom field.
6 Click Save.

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Deleting a custom field

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
3 Double-click Customer Custom Fields.
4 Select a custom field.
5 Click Delete.
6 Click Close.

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Configuring the active contact timer

You can configure the hours and minutes that you want a contact to remain open
on a desktop without activity.

When this time expires, the contact is put into pending state automatically. The
default time in the Contact Center Multimedia configuration is 1 hour (60
minutes). The actual time that the contact is allowed open on the desktop
without activity is one hour less than the maximum open duration for contacts as
defined on Contact Center Manager Server.

The default maximum open duration default value on the Contact Center
Manager Server is two hours. See the Contact Center Manager Server
documentation for more information about the Contact Center Manager Server
maximum open duration.

Setting the active contact timer

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.

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Configuring the Contact Center Agent Desktop Standard 1.0

3 Double-click Agent Desktop Configuration.

4 In the Open Duration box, type the maximum number of hours and
minutes that you want to set contacts to be active before they are put into
pending state.
5 Click Save.

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Configuring the callback timer

You can configure the default time in days, hours, and minutes to wait before re-
offering a pending contact to agents. An agent can delay the contact, or put the
contact into pending state because they were waiting for more information to
complete the contact.

The callback timer can be set between 2 minutes and 200 days (about 6 months).
The default range provides the limits to which the callback time can be set. The
actual value is chosen in the Contact Center Agent Desktop application when the
agent reschedules the contact.

Setting the callback timer

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.

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3 Double-click Agent Desktop Configuration.

4 In the Minimum box, type the minimum number of minutes that you want to
wait before presenting contacts that the agent has put into pending state.
5 In the Maximum box, type the maximum number of days that you want to
wait before presenting contacts to the agent again.
6 Click Save.

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Configuring attachment size

You can specify the maximum size of the attachments that an agent can attach to
an e-mail message.

Specifying the file attachment size

1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
3 Double-click Agent Desktop Configuration.

4 In the Attachment Upload Size box, type the maximum number of

kilobytes (kbs) that each file can be.
5 Click Save.

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818 Contact Center Multimedia/Outbound

Chapter 9

Uninstalling the software

In this chapter
Uninstalling the server software 820

Installation and Maintenance Guide 819

Uninstalling the software Standard 1.0

Uninstalling the server software

This section explains how to uninstall the Contact Center Multimedia/Outbound

software.

Before you begin

Before you begin, you must perform the following tasks:
1. Stop the services.
2. Shut down the Contact Center Multimedia server.
3. Back up the Contact Center Multimedia database.
4. Back up the customer interface, along with all of the customized web pages
or templates that you modified or added to the External Web server.
5. Shut down the Contact Center Agent Desktop and the Outbound Campaign
Management Tool on all clients.
6. You must remove all Service Updates and Service Update Supplements
before you uninstall Contact Center Multimedia/Outbound software.

To stop the services

1 On the Windows Start menu, select All Programs > Administrative Tools
> Services.
2 Select the service you want to stop. You must ensure that the following
services are stopped.
CCMM E-mail Manager
CCMM License Manager
CCMM Multimedia Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
Caché Database

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3 Click Stop.
4 Repeat steps 2 and 3 for each service.
5 Close the Services window.

Uninstalling the Contact Center Multimedia/Outbound software

1 Log on to the Multimedia server with Local Administrator privileges.
2 On the Windows Start menu, click Control Panel > Add or Remove
Programs.
Result: The Add/Remove Programs window appears.

Note: Ensure that you review the Add/Remove Programs window for any
Service Updates or Service Update Supplements. Service Updates and
Service Update Supplements begin with the characters CCMM_SU in the
Add/Remove Programs window.
3 Remove any Service Updates or Service Update Supplements in the
reverse order of the order they were installed:
a. Select Nortel Contact Center Multimedia/Outbound, and then click
Change.
Result: The Installation Change Welcome window appears.

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b. Click Next to confirm that you want to completely remove the Contact
Center Multimedia/Outbound component.
Result: The Program Maintenance window appears.

c. Select Remove to uninstall Contact Center Multimedia/Outbound, and

then click Next.
Result: The Remove Confirmation window appears.

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d. Click Remove to uninstall Contact Center Multimedia/Outbound.

Result: The Uninstallation Complete window appears.

e. Click Finish.

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Uninstalling the software Standard 1.0

4 Select Contact Center Multimedia/Outbound, and then click Change.

Result: The Installation Wizard Welcome window appears.
Note: You are asked to remove any Service updates or Service Update
Supplements before removing the main Contact Center Multimedia and
Outbound server software.

5 Click Next to confirm that you want to completely remove the Contact
Center Multimedia/Outbound component.
Result: The Program Maintenance window appears.

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6 Select Remove to uninstall Contact Center Multimedia/Outbound, and then

click Next.
Result: The Remove the Program window appears.

7 Click Remove to uninstall Contact Center Multimedia/Outbound.

Result: The Installation Wizard Completed window appears.

8 Click Finish.
9 Close the Add/Remove Programs window.

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Uninstalling the software Standard 1.0

10 Restart the computer.

11 Delete the following folders:
D:\Nortel\Contact Center Multimedia (where D is the drive on which you
installed the Multimedia software)
D:\Nortel\Contact Center (where D is the drive on which you installed
the Multimedia software)
D:\Nortel\CCMMLog (if logs were created)
Note: If you want to save your attachments and the database file, save the
following file and folders to another location:
Cache.dat
inboundattachment
outboundattachment

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Chapter 10

Using the Patch Viewer

In this chapter
Using the Patch Viewer 828

Installation and Maintenance Guide 827

Using the Patch Viewer Standard 1.0

Using the Patch Viewer

You can use the Patch Viewer application to select an installed update and view
the readme for that update. If no readme is available for an update, an
information message is presented to the user.

Starting the Patch Viewer

On the Windows Start menu, click All Programs > Nortel Contact Center>
Multimedia Server > CCMM Patch Viewer.

Viewing the readme for the selected update

1 On the Patch Viewer window, select an update.
2 Click Readme.
Result: If a readme file is available for the update, then the Readme file
appears. If there is no readme file for the update, an information message
appears.

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Refreshing the list of installed updates

On the Patch Viewer window, click Refresh.

Closing the Patch Viewer

On the Patch Viewer window, click Close.

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830 Contact Center Multimedia/Outbound

Chapter 11

Maintaining the database

In this chapter
Overview 832
Maintaining the Multimedia server 833
Configuring the destination location for a backup 834
Creating an immediate backup 839
Creating a scheduled backup 842
Clearing a scheduled backup 846
Restoring the Multimedia database 849

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Maintaining the database Standard 1.0

Overview

To manage your database, and prevent losing all of your data in case of hardware
or software failure, back up your data regularly. Contact Center Multimedia/
Outbound contains the following tools to ensure that you minimize losing your
data:
a backup utility that backs up the contact and customer details in the
multimedia database
a restore utility that restores any backed-up contact and customer details to
the multimedia database on the server
an archive utility that stores the contact and customer details in the
multimedia database
For more information about archiving the contact and customer details, see
Chapter 12, “Archiving and restoring data.”
a warm standby server, or redundancy server, used for quick recovery if the
primary server fails
For more information about installing and configuring your redundancy
server, see Chapter 5, “Installing the Redundancy server.”

Note: You must perform a back up of the multimedia database every time a
Contact Center Manager server backup is performed.

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Maintaining the Multimedia server

The following list describes the administration maintenance required for the
Multimedia server:
1. Check the e-mail server mailboxes for any mail that was not processed by
the E-mail Manager. Log on to the e-mail server and look at the number of
e-mail messages in each recipient’s inbox. This number reduces each time
the E-mail Manager scans the recipient mailboxes. Nortel recommends that
the administrator add the Contact Center Multimedia/Outbound mailboxes
to the e-mail client.
2. Monitor the amount of disk space available for the multimedia database and
purge unnecessary data when required. For more information, see Chapter
12, “Archiving and restoring data”.
3. Monitor the amount of disk space available for the attachment folder and
purge unnecessary data when required.

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Maintaining the database Standard 1.0

Configuring the destination location for a

backup

The backup utility creates a full backup of the database and the e-mail
attachments, not an incremental backup since the last backup was performed.

Note: Use the Multimedia backup utility only to back up the Caché database that
includes the .DAT file, stored in \Nortel\Contact Center\MMDatabase the
associated Caché journal files and (optionally) e-mail attachments. The
Windows operating system and log files are not backed up using the Multimedia
backup utility.

You can back up the database to a file in one of the following locations:
a mapped drive on a network with a capacity 10 percent larger than the
database size
Note: If you are performing a backup that includes e-mail attachments,
your mapped network share must be NTFS.
a backup tape with a capacity 10 percent larger than the database size and
supported in the Microsoft Compatibility List for Windows
(www.microsoft.com). If your database is 10 GB, your backup is nearly 11
GB.
Note: Backing up to a local folder is not recommended.

You can also include e-mail attachment folders in your backup, or leave them
out. If you choose to back up your e-mail attachment folders, the e-mail
attachments must be backed up to a mapped drive on a network; they cannot be
backed up on a tape drive. If you back up both the Caché database and the e-mail
attachments to the network drive, the capacity of the network drive must be 10
percent larger than the database size plus the size of the e-mail attachment
folders.

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Note: If you are performing a backup that includes e-mail attachments, your
mapped network share must be NTFS.

ATTENTION
Risk of backup failure
Nortel recommends that you use the default attachment
locations defined during installation. If required, you can
choose a different location for the inbound and outbound
shared e-mail folders. If you choose a different location, you
must ensure that you:
Create the inbound e-mail attachment folder with the path
MailAttachments/Inbound.
Create the outbound folder with the path MailAttachments/
Outbound.
Share the inbound and outbound folders with the users
CCMMOPSUSR and IUSR_<Servername>.
Set the NTFS access permissions for CCMMOPSUSR and
IUSR_<Servername>.
Configure the correct folders in the e-mail attachment
locations in the Multimedia Administrator application. For
more information, see the Multimedia Administrator online
Help.

Use the backup and restore feature of the Multimedia server to:
Perform an immediate backup of the Multimedia database and e-mail
attachment folders.
Schedule a daily or weekly backup of the Multimedia database and e-mail
attachment folders.
Cancel a scheduled backup.
Restore a previous backup.

ATTENTION
The backup and restore utility can take up to several hours
to complete, depending on the amount of data.

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Note: The backup utility backs up only the database and, if you choose, the
e-mail attachment folders. It does not back up log files or the server operating
system. If desired, you can back up the log files when you back up your
Multimedia database using a third-party utility.

Follow your corporate policies to use a third-party utility to back up the

Windows operating system on your server.

Perform an immediate backup of the default database before you run Contact
Center Multimedia/Outbound.

The attachment upload size (Contact Center Multimedia Administrator

application) and the logging settings (Log Configuration) are not backed up by
the database backup process.

Creating the backup destination

You can back up the database to a file in one of the following locations:
a mapped drive on a network
a backup tape

On the network computer where you store the backup, you must do one of the
following:
ensure that your user account is in the same domain as the Contact Center
Multimedia server, or
create a new user that is in the same domain as the Contact Center
Multimedia server and log on as this new user

To back up your database on a mapped drive

1 On the network computer where you store the backup, do the following:
a. Create a folder named Backup.
b. Right-click the new folder, and then click Properties.
c. Click the Sharing tab.

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d. Select the Share this folder option.

e. Add a description for the share (optional).
f. Leave the User Limit at Maximum allowed.
g. Click Permissions.
h. Give full permissions to your current user account on the Multimedia
server.
i. Click Apply.
j. Click OK.
2 Update the security properties for the user by performing the following
steps:
a. Click the Security tab.
b. Click Add.
c. Select the user account you are currently using. Give full permissions
to your current user account on the Multimedia server.
d. Click Apply.
e. Click OK.
f. Click OK to close the Properties window.

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3 On the Contact Center Multimedia server, map the shared folder.

a. Start Windows Explorer.
b. On the Tools menu, click Map Network Drive.

c. In the Drive box, select an unused drive letter.

d. In the Folder box, type \\<Servername>\Backup, where
<Servername> is the name of the server where you created the folder.
Note: If you created a user account specifically for mapping drives, you
might need to select the Connect using a different user name check box
before adding the mapped folder.

To back up your database on tape

1 Ensure a tape drive is present on your server.
2 Insert a blank tape into the tape drive.

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Creating an immediate backup

Start the backup utility to configure an immediate backup. For each backup file,
specify a location to overwrite the previous backup file. It takes about 5 minutes
to back up 1 GB of data.

Note: A log is kept of the progress of the file backup. Use the backup.txt file in
the CCMMLogs folder to review the log file.

Perform a backup now to ensure the backup process works before you schedule
a backup. When you back up your database, you must select a folder for the back
up. Ensure that you map the drive and create a subfolder before beginning your
backup.

To back up the database

1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.
5 Double-click Backup/Restore Utility.
Result: The CCMM Backup and Restore Utility window appears.

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6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are backing up to a in the Database box, browse to X:\folder name

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IF THEN

you are backing up to a In the Database box, select the path to the tape
tape drive drive. A valid path to the tape drive is \\.\tapen,
where n is the number of the tape drive. (The
first tape installed on a system is, by default,
tape0.)
Note: You can use the alias tapedump1
instead of \\.\tape0.

9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, you must back up the
attachments to the same location.
Note: You can only back up your e-mail attachments to a mapped
networked drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 11.
10 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
11 Click Backup Now.
Result: A reminder box appears to remind you of what is currently backed
up using this utility.
12 Click OK to begin the backup.

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Creating a scheduled backup

You can schedule backups on a daily or weekly basis. Each scheduled backup is
saved to the same device and file. You can select either a network location or a
tape drive for backing up the database, and only a network location for backing
up the e-mail attachments.

You must configure specific permissions to access and create scheduled backups
of the Multimedia database.

Note: A log is kept of the progress of the file backup. Use the backupsched.txt
file in the CCMMLogs folder to review the log file.

Configuring the scheduler

1 On the Windows Start menu, click All Programs > Accessories > System
Tools > Scheduled Tasks.
2 In the Scheduled Tasks window, click Advanced > AT Service Account.
3 Beside This Account, enter the details of the currently logged on
administrator.

4 In the Password box, type password for the administrator who is currently
logged on.
5 In the Confirm Password box, confirm the password.
6 Click OK.

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Scheduling a backup
When you back up your database, you must select a folder. Ensure that you map
the drive and create a subfolder before beginning your backup.
1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Type your user ID and password.
3 Expand Contact Center Multimedia/Outbound.
4 Expand Database Administration.
5 Double-click Backup/Restore Utility.
Result: The CCMM Backup and Restore Utility window appears.

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6 Click Backup.
Result: The Backup CCMM Database window appears.

7 Beside Backup to, select your backup location, Network or Tape.

8 In the Database box, accept the file name for your backup file. To change
the file name, click Browse, and then select the file name.

IF THEN

you are backing up to a in the Database box, browse to X:\folder name

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IF THEN

9 If you want to back up the e-mail attachment folders, in the Attachments

box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, you must back up the
attachments to the same location.
You can only backup your e-mail attachments to a mapped networked
drive. Be sure that your networked drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 13.
10 In the Day box, select the day that you want to perform the backup. You can
select a specific day, or you can choose to perform the backups daily.
Note: If you select more than one backup, new backups replace the older
file.
11 In the Execute Time box, enter the time you want the backup to start, using
the 24-hour format in local time. For example, 4:00 in the afternoon is
represented as 16:00 in the 24-hour format.
12 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
13 Click Schedule Backup.
Result: Reminder boxes appear to remind you of what is currently backed
up using this utility, and the location of the backed up files.
14 Click OK on the reminder boxes to schedule the backup.

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Clearing a scheduled backup

You can clear one scheduled backup at a time.

To clear a scheduled backup

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7 Click Clear Backup.

Result: The Cancel a Scheduled Backup window appears.

8 Click Console to see the order of the backup files.

Result: A console window appears.

9 Determine the number of the backup you want to remove. The ID is in the
second column in the console window.

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10 Close the console window.

Result: The Cancel a Scheduled Backup window remains open.

11 In the Scheduler Service task ID box, type the number of the backup you
want to remove.
12 Click Clear.
13 Click Close.

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Restoring the Multimedia database

You can use the backup and restore utility to restore a multimedia database if a
hardware or software failure occurs. Use the latest known backup file to restore
the database.

Note: The backup utility restores only the database and optionally the e-mail
attachment folders. It does not restore log files or the server operating system.

Note: The attachment upload size (Contact Center Multimedia Administrator

application) and the logging settings (Log Configuration) are not restored by the
multimedia backup and restore utility.

Restoring the Contact Center Multimedia/Outbound database

Before you restore your database, you must shut down all of the Contact Center
Multimedia applications. It is important that no processes, except for the Cache
database, are running while you restore the database.

CAUTION

Risk of malfunction
If you do not shut down the all of the Contact Center Multimedia/
.

Outbound applications, the restore fails.

1 On your server, shut down all Contact Center Multimedia/Outbound

applications. You must not use the Outbound Campaign Management Tool
or the Agent Desktop until the restore is complete. Shut down the services
manually by following these steps:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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b. Under CCMM Starter service, click Stop.

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8 Double-click Backup/Restore Utility.

Result: The CCMM Backup and Restore Utility window appears.

9 Click Restore.
Result: The Restore CCMM Database window appears.

10 Beside Restore from, select the location you used to back up the database
and e-mail attachment folders.
11 In the Database box, select a file name for your backup file. Click Browse
to select the file name.
12 If you want to restore the e-mail attachment folders, in the Attachments
box, select X:\folder name on the network share. Click Browse and open

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the selected file name. If you are backing up the database to a mapped
network folder, you must back up the attachments to the same location.
If you do not want to restore the e-mail attachment folders, select the Do
not Restore E-mail Attachments check box.
13 Click Restore Now.
Result: If you are restoring e-mail attachment folders, a confirmation box
appears. If the correct path of the e-mail attachment folders is shown, then
click Yes to begin restoring the files. If the path is not correct, click No,
select the correct file name, and then click OK.
14 Click Close.
15 Restart the computer.

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Chapter 12

Archiving and restoring data

In this chapter
Overview 854
Archiving the database 855
Restoring the Multimedia database from an archive 860

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Overview

Archive the Contact Center Multimedia database regularly to clear up space in

the database partition of your server. The archive schedule must reflect your
contact center volume to prevent large archive files.

If you require a copy of the previous data, you can use any archive or backup
file, or a combination of both.

Track the archive and backup files you create to know what data is in each
archive, and how it is organized.

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Archiving the database

The data from the Multimedia database is archived to tab-delimited text files that
can be viewed in third-party applications such as Microsoft Access.

If the archiving is done infrequently, the archive files can be large, so an archive
schedule must reflect your contact center volume.

You can archive contacts associated with the following elements:

skillsets
rules
outbound campaigns

For example, if you know there is no more action expected for a particular
skillset, you can archive the contacts associated with that skillset.

When you archive data, you can also choose to archive the customer data with
the contact data. You cannot, however, choose to archive contacts associated
with a customer.

Before you begin to archive your contacts, you must determine which type of
archive or restore you would like to use.

Starting the Archive utility

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5 Double-click Archive/Restore Utility.

Result: The Archive & Restore Utility window appears.

6 Click an option on the toolbar for your archive. You can choose from:
Archiving by Outbound Campaign
Archiving by E-mail Rule (See “Archiving by e-mail rule or skillset” on
page 858.)
Archiving by Skillset (See “Archiving by e-mail rule or skillset” on page
858.)

Archiving by outbound campaigns

You can only archive one complete campaign at a time. If you attempt to archive
an active campaign, you receive an error message. The Outbound Campaign
archive archives the contact data, including contact information and responses to
the agent script, to a file.

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1 On the Contact Center Archive & Restore Utility window, click

Archive\Restore Outbound Campaigns.

2 Click the Archive Outbound Campaign tab.

3 In the Campaign List, click the outbound campaign you want to archive.
4 Click the right arrow to move the selected campaign to the list of campaigns
to archive.
5 To include customer data for the contacts in the outbound campaign, select
the Archive Customer Data check box.
6 In the Archive Description or Comments box, type comments or
information about this archive.
7 Under Archive Folder, type or browse to the folder where you want to store
the current archive. The folder location you choose for the archive must not
contain any other files.
8 Click Archive Now.
A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder
you choose.

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Archiving by e-mail rule or skillset

When you choose to archive by e-mail rule or skillset, the archive date defaults
to six months prior to the current date.
1 On the Contact Center Archive & Restore Utility window, click
Archive\Restore Skillset.

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You can also click Archive\Restore E-mail Rule.

2 Click the Archive Skillset or Archive E-mail Rules tab.

3 Under Skillset or E-mail Rule list, click a skillset that you want to archive.
4 Click the right arrow to move the selected skillset or rule to the list of items
to archive.
5 Repeat steps 3 and 4 for the number of skillsets or rules you want to
archive.
6 Under Archive Contacts closed on or before, click the last date for which
you want to archive contacts.
7 To include customer data for the contacts with the selected items, select the
Archive Customer Data check box.
8 In the Archive Description or Comments box, type comments or
information about this archive.
9 Under Archive Folder, type or browse to the folder where you want to store
the current archive. The folder location you choose for the archive must not
contain any other files.
10 Click Archive Now.
A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder
you choose.

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Restoring the Multimedia database from an

Outbound applications, the restore fails.

Restoring an archive
1 On your server, shut down all Contact Center Multimedia/Outbound
applications. You must not use the Outbound Campaign Management Tool
or the Agent Desktop until the restore is complete. Shut down the services
manually by following these steps:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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b. Under each of the following services, click Stop.

Note: Do not stop the License Manager service.
CCMM E-mail Manager
CCMM Manager Client
CCMM OAM
CCMM Outbound Scheduler
CCMM Starter
2 Under the Caché Controller service, click Start.
3 Click Exit to close the CCMM Service Control window.
4 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
5 Type your user ID and password.
6 Expand Contact Center Multimedia/Outbound.
7 Expand Database Administration.

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8 Double-click Archive/Restore Utility.

Result: The Archive & Restore Utility window appears.

9 Click Restore.
Result: The Restore CCMM Database window appears.
10 Select the option you want to use to restore.

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11 Select the Restore tab.

12 In the From Archive Folder box, specify the folder from which you want to
restore the archive. The Restore Utility archives all data from the folder that
you choose.
Result: The restore details appear in the fields on the Restore tab.
13 Click Restore Now.

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864 Contact Center Multimedia/Outbound

Chapter 13

Alarms and events

In this chapter
Overview 866
Creating Log reports 867
Configuring the Windows SNMP service on the server 872
Using the Event to Trap Translator to select events 874

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Overview

This chapter describes the support of Simple Network Management Protocol

(SNMP) traps with Contact Center 6.0.

Windows provides a Simple Network Management Protocol (SNMP) agent,

which runs as a service on the Contact Center Multimedia/Outbound server. You
can use this service to forward events to a Network Management System (NMS)
on your network. To do so, you must do the following tasks:
Ensure that Contact Center 6.0 products are generating sufficient events for
new and existing features. These events must be registered correctly so they
can be viewed correctly in Windows Event Viewer.
Configure the Windows SNMP service on the server. See “Configuring the
Windows SNMP service on the server” on page 872.
Select the types of events to be forwarded to the NMS. See “Using the
Event to Trap Translator to select events” on page 874.
Configure the NMS, according to your NMS documentation.

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Creating Log reports

Use the Multimedia Log Configuration window to select the location of and
detail stored in log files for the components of the Multimedia Server. You can
filter these events by event codes when you experience problems with your
system. The log files are stored in the CCMMLogs folder on the same drive as
the operating system.

In the Log Configuration window, you can select:

the verbosity or severity of the logging that you want to filter
which Multimedia components generate log files
the directory in which the system stores the log files

The verbosity ranges from 1 to 6, as follows:

1. Critical errors only—Only critical errors. Critical errors require
immediate action to resolve a system failure.
2. Critical and major errors—All critical and major errors. Major errors are
reported when the system is working; however, the functionality is
impaired.
3. All errors—All critical, major, and minor errors. Minor errors are reported
when the system is working as is most of the functionality; however, some
of the functionality is impaired.
4. All errors and first-level trace information—Debugging information at
the page level.
5. All errors, first- and second-level trace information—Debugging
information at the functional level.
6. All errors and all levels of trace information—All debugging
information.

Note: Verbosities 1 to 3 are logged in the Event Log.

The default verbosity is 4. With a verbosity of 4, you can see all of the error
messages and the first-level traces.

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The default log size is 200 000 bytes. When the current log file is full, it
becomes a backup file, and a new log file appears. When the second log file is
full, the backup file is deleted, and the second log file becomes the backup file.

Reading the Contact Center Multimedia/Outbound trace file

Each trace file provides the following information for each of the event codes:
timestamp
date and time
component
event code
log level
process ID
description
module, function name, line number, or all three

Using the Contact Center Multimedia/Outbound Log Configuration

window
1 On the Windows Start menu, click All Programs > Nortel Contact Center
> Multimedia Server > CCMM Administrator.
2 Expand Multimedia Administrator.
3 Expand General Administration.

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4 Double-click Logging Configuration.

Result: The CCMM Log Configuration window appears.

5 In the Logging box, select the level of verbosity you want in the selected
log files.
6 In the Log File Size box, type the maximum size of the log file. The default
is 200 000 bytes.
Note: If you make a change to this size entry, you must stop and restart all
services for the new log file size to take effect.
To stop and restart the services, you can use the Contact Center
Multimedia Service Control Utility:
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

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b. Click Stop All.

c. When all services are stopped, click Start All.
d. Click Exit to close the Contact Center Multimedia Service Control
Utility.
7 In the Components section, select the Enabled check box beside the
components for which you want to generate log files.
8 Click Browse to change the directory in which you want to store the log
files.
9 Click OK.

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To open the CCMM Log Configuration utility on an agent’s computer

1 Browse to the folder on the server: D:\Program Files\Common
Files\Nortel\Contact Center Multimedia/Outbound (where D: is the drive on
which you installed the Contact Center Agent Desktop application).
2 Double-click the CCMMLogConfiguration file.
Result: The CCMM Log Configuration window appears with the following
code:
# The name of the database
DATABASE=CCMM_DB
#Number of connections to open initially (not used)
POOL=3

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Configuring the Windows SNMP service on

the server

Configure the Windows SNMP service to log specific events on the Contact
Center Multimedia server.

Configuring the SNMP service

1 Log on to the server as administrator.
2 On the Windows Start menu, click All Programs > Administrative Tools >
Services.
Result: The Services window appears.
3 On the list of services, select SNMP Service.
4 Right-click SNMP Service, and then click Properties.
Result: The SNMP Service Properties window appears.
5 Click the Traps tab.

6 If no community name is defined, in the Community name box, type

public.

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7 Click Add to list.

8 To add the IP address of the NMS to which the server sends traps, click
Add.
Result: The SNMP Service Configuration window appears.

9 Type the IP address of the NMS.

10 Click Add.
Result: The SNMP Service Configuration window closes.
11 In the SNMP Service Properties window, click OK.
Result: The SNMP Service Properties window closes.
12 In the Services window, right-click SNMP Trap Service.
13 On the resulting menu, click Start.
Result: The SNMP Trap Service starts.
14 Close the Services window.

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Using the Event to Trap Translator to select

events

Use the Event to Trap Translator to select events that you want to monitor on the
Contact Center Multimedia server.

Selecting events
1 On the Windows Start menu, click Run, and then type evntwin.
Result: The Event to Trap Translator window appears.

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2 Under Configuration type, select Custom, and then click Edit.

Result: The event sources and events are displayed.

3 Under Event sources, double-click Application, and then scroll down and
select CCMM.
Result: The list of Multimedia events is displayed in the Events panel.

4 Select the Multimedia event you want to be converted to SNMP trap and
double-click the event selection on the Events panel.
5 Click OK on the Properties windows if no change is needed for the
Generate trap. The default value for generate trap if the event is reached is

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1. The selected event trap is now displayed in the Events to be translated to

traps box.
6 Click Apply and then click OK to complete the configuration.

876 Contact Center Multimedia/Outbound

Chapter 14

Managing security

In this chapter
Overview 878
General security precautions 879
Password guidelines 880
Checking server events for suspicious activity 881
Using the Windows Server 2003 Security Configuration Wizard 882
Enabling SSL on the E-mail Manager 889
SMTP Authentication 893

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Overview

This chapter describes the security considerations that you must use when you
install and configure your Contact Center Multimedia server.

For more information about security see the Contact Center Security guide.

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General security precautions

Common security practice suggests your servers and network have multiple
lines of defense against viruses and other malicious intruders. By establishing a
layered security, you help to keep out as many threats to your security as
possible. Working in concert, the following devices or applications can help to
keep out unwanted traffic, notify you when unauthorized access does occur, and
protect your computer from known Trojans, worms, and viruses.
A hardware- or software-based firewall on a separate computer or device.
Regardless of what type you use, the firewall represents your outer
boundary of protection.
An antivirus software program that meets the requirements of the Contact
Center Multimedia software. For more information, see the Contact Center
Multimedia Technical Requirements and Operating System Configuration
Guide.

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Password guidelines

This section provides guidelines for selecting passwords for Contact Center
Multimedia server.

Password format
Write down any new passwords and store them in a secure place for future
reference. Passwords are case-sensitive.

New passwords must be

unique
alphanumeric (containing at least one number)
a minimum of six characters
not nouns

Example
xyd45fst

Changing passwords
Change passwords at the following times:
during the initial system setup after the operating system is installed
at regular intervals for maximum security
if you experience trouble logging on to Windows
if the server software is reinstalled (the default accounts and passwords are
recreated, so passwords must be changed)

Note: If you require support from Nortel or your distributor, you must tell them
any new passwords.

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Checking server events for suspicious activity

Security auditing is enabled on the server. Suspicious actions by a user are

logged as event code 40593 in the Event Browser window on the client, and in
the security log in the Windows Event Viewer. The severity of the event depends
on the severity of the condition that caused the event.

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Using the Windows Server 2003 Security

Configuration Wizard

The Security Configuration Wizard is part of the Windows Server 2003 service
pack 1. The Security Configuration Wizard determines the minimum
functionality required for the role of the server, and disables functionality that is
not required. The Security Configuration Wizard can:
disable unneeded services
block unused ports
allow address or security restrictions for open ports
prohibit IIS Web extensions
reduce protocol exposure to server message block (SMB), LanMan, and
Lightweight Directory Access Protocol (LDAP)
define an audit policy based on your auditing objectives

Installing the Windows Server 2003 Security Configuration Wizard

The Security Configuration Wizard is an optional component included with
Windows Server 2003 service pack 1. You can install and run the Security
Configuration Wizard on your Contact Center Multimedia server only if you
have Windows Server 2003 service pack 1 installed.
1 Download the Security Configuration Wizard from www.microsoft.com.
Tip: Use the Microsoft Web site to search for Security Configuration
Wizard.
2 On the Windows Start menu of the Multimedia server, click Control Panel
> Add or Remove Programs.
3 Click Add/Remove Windows Components.
4 Select the Security Configuration Wizard check box.
5 Click Next.
6 After the installation is complete, click Finish.

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Applying a security policy to the Contact Center Multimedia server

using the Security Configuration Wizard
You can select minimum options when running the Security Configuration
Wizard on your Contact Center Multimedia server. You can create a less
restrictive policy by enabling other services and server roles depending on your
requirements.

Note: Contact Center Multimedia 6.0 must be installed and all Contact Center
Multimedia services must be started on your server before running the Security
Configuration Wizard as the wizard detects what inbound ports the server is
listening on.

To run the Security Configuration Wizard

1 Click Start > Run.
2 Type SCW, and then click OK.
3 On the Welcome window, click Next.
4 On the Configuration window, select Create a New Security Policy and
click Next.
Result: The host name of the local server appears on the Select Server
window.
5 Ensure the host name of the local server is correct, and then click Next.
6 After the processing of the security configuration database is finished, click
Next.
7 Beside Select Server Roles, click Next.
8 Select the Web Server check box, and then click Next.
Note: Only the Web server role is required by the Contact Center
Multimedia server.
9 In the Select Client Features window, select the client features you want to
enable.
Nortel recommends that you select the following features:
Automatic update client
DNS Client
DNS registration client

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Domain member
Microsoft networking client
WINS client
10 Click Next.
Result: The Administration and Other Options window appears.
11 Select the server features you want to enable.
Nortel recommends that you select the following features:
Local application installation (to allow the installation of SUs)
Windows firewall
12 Click Next.
Result: The Select Additional Services window appears.
13 Select the services you want to enable.
Nortel recommends that you select the following services:
Caché Controller for Nortel
CCMM Email Manager service
CCMM License service
CCMM Manager Client service
CCMM OAM service
CCMM Outbound Scheduler service
CCMM Starter service
You should also select services that you require such as antivirus software
clients.
14 Click Next.
15 In the Handling Unspecified Services window, select an option only if you
intend to apply the security policy to another server. Choose one of the
following:
Select Disable the service to disable all services on the server that are
not defined in the security policy.

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Select Do not change the startup mode of the service to avoid

changing the startup mode of the services on the server that are not
defined in the security policy.
16 Click Next.
17 On the Confirm Service Changes window, review the services that are
modified when you apply this policy to your system, and then click Next.
18 On the Open Ports and Approve window, select the following options:
80 (HTTP)
137 (NetBIOS name service)
1972 (Cache.exe)
ports used by CCMM OAM service (CCMMOAM.exe)
ports used by CCMM Manager Client service (MCMCService.exe)
Note: To allow connections to port 1972 on the Contact Center Multimedia
server, do the following:
a. On the Open Ports and Approve Applications window, click Add.
b. Type the port number 1972 and under Protocols, select the TCP check
box.
c. Click OK to return to the Open Ports and Approve Applications window.
19 Click Next.
20 On the Confirm Port Configuration window, review the Inbound Port
Configuration, and click Next.
21 On the Require SMB Security Signatures window, select the All
computers that connect to it satisfy the following minimum operation
system requirements check box.
22 Clear the It has surplus processor capacity that can be used to sign
file and print traffic check box, and then click Next.
23 On the Outbound Authentication Methods window, select only the Domain
Accounts box. Ensure that you clear the other check boxes, and then click
Next.
24 On the Outbound Authentication using Domain Accounts window, select
the Windows NT 4.0 Service Pack 6a or later systems check box.
25 Clear the Clocks that are synchronized with the selected server’s clock
check box, and click Next.

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26 Review the Registry Settings Summary, and then click Next.

27 In the Audit Policy Section, select Do not audit.
28 On the Select Web Service Extension for Dynamic Content window, select
the following extensions:
Active Server Pages
ASP.NET v1.1.4322
D:\Nortel\CacheSys\csp\bin\CSPms.dll
D:\Nortel\CacheSys\csp\bin\CSPmsSys.dll
Note: If your software is not on drive D, replace D: with the correct drive.
29 Clear the Prohibit all other Web service extensions not listed above
check box, and then click Next.
30 On the Select the Virtual Directories to Retain window, ensure there are no
legacy virtual directories, and then click Next.
31 Clear the Deny anonymous users write access to content files check
box, and then click Next.
32 Review the IIS Security Settings Summary, and then click Next.
33 Save your security policy as an XML file to a location on your server.
34 Click Next.
35 On the Apply Security Policy window, click Apply Now, and then click Next.
Result: The security policy is applied–the relevant services are disabled
and the Windows firewall blocks relevant ports.
36 Click Next.
37 Click Finish to close the Security Configuration Wizard.

Returning to a security policy applied using the Security

Configuration Wizard
You can return to previous security settings by applying the last security policy
using the Security Configuration Wizard.

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To return to previous security settings

1 Click Start > Run.
2 Type SCW, and then click OK.
3 On the Welcome window, click Next.
4 On the Configuration Action window, click Rollback the last applied
security policy, and then click Next.
Result: The host name of the local server appears on the Select Server
window.
5 Ensure the host name of the local server is correct, and then click Next.
Result: The Security Configuration Wizard displays the rollback file.
6 Review the rollback file. If you are satisfied with the changes, click Next to
proceed with the rollback. If you are not satisfied with the changes, click
Cancel.
7 After the rollback is complete, click Next.
8 Click Finish.

Contact Center Multimedia 6.0 port requirements

This section describes the port requirements for connections between the
Contact Center Multimedia server and the Agent Desktop clients, e-mail server,
and external Web server.

This information is required only if you want to use a firewall between any of
these computers. Nortel recommends that you do not use a firewall between the
Contact Center servers (Contact Center Manager Server, Contact Center
Manager Administration, Communication Control Toolkit, and Contact Center
Multimedia).

Agent Desktop
When agents load the Contact Center Agent Desktop application by typing a
URL in their browser, the Contact Center Multimedia server connects to the
client on port 80 using TCP.

When the Contact Center Agent Desktop application is downloaded to the client,
the application also connects to the Communication Control Toolkit server on
port 29373 using TCP.

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Outbound Campaign Management Tool

Users launch the Outbound Campaign Management Tool by logging on to the
Contact Center Manager Administration server and choosing the appropriate
Multimedia server under Outbound. The Outbound Campaign Management
Tool starts on the client and connects to the Contact Center Multimedia server on
port 80 using TCP.

E-mail
The Contact Center Multimedia E-mail Manager connects to the configured e-
mail servers on ports 110 (POP3) and 25 (SMTP) using TCP.

External Web site

An external Web site uses Web services to connect to the Contact Center
Multimedia server on port 80 using TCP.

Contact Center Manager Administration and other ODBC clients

The Contact Center Manager Administration server and any other ODBC clients
that use Crystal Reports to report on the Multimedia database connect to the
Caché database on port 1972.

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Enabling SSL on the E-mail Manager

Contact Center Multimedia/Outbound supports Secure Sockets Layer (SSL) to

protect data traveling between the e-mail server and the Contact Center
Multimedia/Outbound server. Follow the steps in this section to enable SSL on
the E-mail Manager.

Enabling SSL on the E-mail Manager

1 Open the mailservice.properties file. The mailservice.properties file is in
X:\Nortel\Contact Center Multimedia\Multimedia Server\Email Manager,
where X is the drive on which you installed your Multimedia server
software.
2 Copy the lines below into mailservice.properties file.
mail.pop3.socketFactory.class=javax.net.ssl.SSLSocketFactory
mail.pop3.socketFactory.fallback=false
mail.pop3.socketFactory.port=995
Note: Nortel recommends a false connection on the fallback. If you set
fallback to false, a secure connection cannot be established and the
operation fails. If you set the fallback to true, during a failure the connection
is unsecure.
3 Set the port to the correct value. Use the following steps to set the port
number:
a. Log on to the Multimedia Administrator.
b. Expand Server Administration.
c. Double-click Server Configuration.
d. In the Server Settings window, double-click Inbound Mail Server
(POP3).
Result: The E-mail Server Properties window appears.

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e. Enter the following information:

Primary Hostname: Type the name of the server that receives e-mail
messages.
Server Type: For the inbound e-mail server, select POP3.
Port Number: Type the standard port number for the e-mail server,
which is 995.
Secondary Hostname: If you have a backup e-mail server, provide a
hostname for the backup server.
f. Click Save.
Result: The E-mail Server Properties window closes.
4 Copy the lines below into mailservice.properties file.
mail.smtp.socketFactory.class=javax.net.ssl.SSLSocketFactory
mail.smtp.socketFactory.fallback=false
mail.smtp.socketFactory.port=25

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Although SMTP is left unsecure, once e-mail traverses the Internet, it is

unsecure. Implementations of secure SMTP vary as does the port number.
For more information, refer to the documentation for your e-mail server.
Result: The configuration is complete. If an error is reported in the
EmailManager.log file: javax.net.ssl.SSLHandshakeException: Could not
find trusted certificate indicating that the target mail server's SSL certificate
was signed with a certificate from a signing authority that is untrusted or
you are using a test certificate, proceed to “Enabling SMTP Authentication
on your e-mail server” on page 893.
5 Use Java keytool to enable trust for a signing authorities certificate. By
default, Java application SSL implementations automatically trust many of
the major certificate authorities such as Verisign or Thawte. However, if you
are using a test certificate you must add the following text to C:\Program
Files\Java\jrel.5.0\lib\security\cacerts:
keytool -import -alias mycacert -file mycacert.cer -
keystore
Replace mycacert with the actual name of the certificate. The keytool can
be run from C:\Program Files\Java\jre1.5.0\bin or any folder if the Java Bin
folder is in the System Path.
6 When you are prompted for a keystore password, use the default install
password for the JRE trust keystore, changeit.
7 After the certificate details are printed, you are prompted to Trust this
certificate.
8 Type y or yes, and then press return to update the keystore.
Result: Your file appears as follows:
Owner: OU=For VeriSign authorized testing only. No
assurances (C)VS1997, OU=www.verisign.com/repository/
TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc"
Issuer: OU=For VeriSign authorized testing only. No
assurances (C)VS1997, OU=www.verisign.com/repository/
TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc"
Serial number: 52a9f424da674c9daf4f537852abef6e
Valid from: Sun Jun 07 01:00:00 BST 1998 until: Wed Jun
07 00:59:59 BST 2006
Certificate fingerprints:

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MD5:
40:06:53:11:FD:B3:3E:88:0A:6F:7D:D1:4E:22:91:87
SHA1:
93:71:C9:EE:57:09:92:5D:0A:8E:FA:02:0B:E2:F5:E6:98:6C:6
0:DE
Trust this certificate? [no]: y
Certificate was added to keystore
9 Enter the keystore password changeit.
10 Restart the E-mail Manager service.
Result: SSL is enabled and working.
Note: To change the default password for security reasons, type the
following command and you are prompted for a new password:
keytool -storepasswd -new changeit -keystore
C:\Program Files\Java\jre1.5.0\lib\security\cacerts

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SMTP Authentication

SMTP Authentication is a mechanism of restricting non-authenticated clients

from relaying messages outside your organization. Agents who want to send
external e-mail must provide their logon credentials to the e-mail server before
their e-mail is relayed. Failure to authenticate leads to either an immediate
message from the e-mail server indicating that relaying is prohibited or a non-
delivery report e-mail at a later time. Organizations generally implement SMTP
authentication to prevent SPAM messages being relayed through their networks.
For more information, see the Microsoft Knowledge Base article Q197869.

For more information, refer to the following RFCs:

RFC 821 – Simple Mail Transfer Protocol (SMTP)
RFC 1869 – SMTP Service Extensions
RFC 2045 – Multipurpose Internet Mail Extensions (MIME)
RFC 2554 – SMTP Service Extension for Authentication

Note: You can obtain copies from http://www.ietf.org

Enabling SMTP Authentication on your e-mail server

SMTP authentication varies from e-mail server to e-mail server. The steps below
describe how to enable SMTP authentication for Microsoft Exchange Server 5.5.
1 Log on to the Microsoft Exchange Server with domain administrative
privileges.
2 Start the Microsoft Exchange Administrator program.
3 Under the Configuration branch, double-click Internet Mail Service.
4 On the Routing tab, click Routing Restrictions.
5 Ensure the Only Hosts and Clients who successfully authenticate
check box is selected.
6 Restart the Microsoft Exchange Internet Mail Service.

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Determining if SMTP Authentication is enabled

You can use telnet to verify if the server's response to the SMTP commands is
enabled on an e-mail server.
1 Start telnet and connect to the IP Address or host name of the mail server.
Connect using the well known port for SMTP (Port 25). Ensure that your
telnet application is enabling a local echo.
Result: The following message appears:
220 SERVERNAME.DOMAIN.COM ESMTP Server (Microsoft
Exchange
Internet Mail Service 5.5.2650.21) ready
2 Type HELO.
3 Try to send an e-mail message to an external address using the MAIL
command:
MAIL FROM: anymailbox
250 OK - mail from <anymailbox>
4 Specify recipients using the RCPT command.
Result: If SMTP Authentication is enabled, you see the following:
RCPT TO: anyone@externaladdress.com
550 Relaying is prohibited
Otherwise, you receive the message:
RCPT TO: anyone@externaladdress.com
250 OK - Recipient <anyone@externaladdress.com>
5 If you find that SMTP Authentication is not enabled, you can continue to
send an e-mail message using the DATA command:
DATA
354 Send data. End with CRLF.CRLF
6 Conclude the e-mail message by typing <ENTER> . <ENTER>
Result: The e-mail message is sent.
250 OK
7 If the SMTP Authentication is enabled, you must re-connect to your e-mail
server.

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8 Type the EHLO command after re-connecting:

EHLO
250-SERVERNAME.DOMAIN.COM Hello [LocalMachineName]
250-XEXCH50
250-HELP
250-ETRN
250-DSN
250-SIZE 0
250-AUTH LOGIN
250 AUTH=LOGIN
9 Type the AUTH LOGIN command:
AUTH LOGIN
334 VXNlcm5hbWU6
Result: The response you receive is the string "Username:" Base64
encoded.
10 Type your user name encoded using Base64.
Result: A base64 encoded prompt for password appears:
AUTH LOGIN
334 VXNlcm5hbWU6
dGVzdA==
334 UGFzc3dvcmQ6
dGVzdA==
235 LOGIN authentication successful
11 Confirm the user name and password.
Result: After a successful logon, you can send a mail using the MAIL,
RCPT, and DATA commands.

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896 Contact Center Multimedia/Outbound

Chapter 15

Troubleshooting

In this chapter
Overview 898
Troubleshooting installation problems 899
Troubleshooting network connectivity 902
Troubleshooting licensing configuration 905
Troubleshooting the database 912
Troubleshooting the Multimedia Administrator 913
Troubleshooting the E-mail Manager 914
Troubleshooting the Contact Center Agent Desktop 919
Troubleshooting the Outbound Campaign Management Tool 924
Troubleshooting contact routing errors 925
Troubleshooting archiving 928
Technical support 929

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Overview

This section provides troubleshooting information for the Multimedia server

software.

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Troubleshooting installation problems

This section provides solutions to issues that may arise during or following the
Contact Center Multimedia server software installation.

Server name is changed

If you change the computer name of an essential server, such as Contact Center
Manager Server, Contact Center Manager Administration, or Communication
Control Toolkit, you must reconfigure your Contact Center Multimedia
component with the new server names.

Opening the Server Settings window

1 In the Contact Center Multimedia Administrator window, expand Contact
Center Multimedia.
2 Expand General Administration.
3 Double-click Server Settings.
Result: The Server Settings window appears.

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Configuring the Contact Center Multimedia server properties

1 In the Server Settings window, click Contact Center Multimedia Server to
select it.
2 Click Edit.
Result: The Server Properties window appears.

3 In the Server Name box, change the name of the Contact Center
Multimedia server.
4 In the Server Port box, change the port number of the server as required.
The default server port is 1972.
5 To change the MCMC event port number, type the new number in the
MCMC Event Port box. The default MCMC event port number is 7999.
6 Click Save.
Result: A warning appears describing potential errors for changing this
server. Click OK to accept.

Configuring the Contact Center Manager Server properties

You can also use this method to configure the Communication Control Toolkit
server, the Contact Center Manager Administrator server, or the external Web
server properties.

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1 In the Server Settings window, click Contact Center Manager Server to

select it.
2 Click Edit.
Result: The Server Properties window appears.

3 In the Server Name box, change the name of the Contact Center Manager
server.
4 In the Server Port box, change the port number of the server as required.
The default server port depends on the server you are configuring.
5 Click Save.
Result: A warning appears describing potential errors for changing this
server. Click OK to accept.

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Troubleshooting network connectivity

This section suggests steps to complete to ensure that the network connectivity
between the components of the Contact Center suite is running effectively.

CMF not working

In the CCTServer.log file, you can review errors that indicate that the Content
Management Framework is not responding to requests from the Communication
Control Toolkit clients, and there are problems with the network connectivity for
all of the Contact Center servers.

If you find the out-of service text in CCTServer.log, the error indicates that the
connection between Contact Center Multimedia and Contact Center Manager
Server is out of service due to network issues.
[Peer] Service Provider Status Change Event - Provider:
CCMM, Status: MasterApplicationFailure
[ActiveProvider CCMM] Service provider has gone out-of-
service

[Peer] Service Provider Status Change Event - Provider:

ContactManager, Status: MasterApplicationFailure
[ContactManager] Service provider has gone out-of-
service

You can also determine if there are network problems on the site by examining
the following files for the text,
java.net.SocketExemption

Look in the following locations:

On the Contact Center Manager server, review D:\Nortel\Core\CMF\<latest
version>\logs\OAMContainer.log, where <latest version> is the latest
version of Content Management Framework software installed.
On the Communication Control Toolkit server, review
C:\Program Files\Nortel\CCT\CMF\logs\SPContainer.log.

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On the Communication Control Toolkit server, review

C:\Program Files\Nortel\CCT\CMF\logs\ClientContainer.log.

Items to check during a network examination

To check the network connectivity, perform the following steps:
1. Check the network cable fault. To check the network cables, you must have
a cable that is known to work, and replace the existing cable with the
working one.
2. Check the network card speed and duplex settings. Communication Control
Toolkit to Contact Center Manager Server settings must match in the same
segment. Also, Contact Center Manager Server and the switch settings
must match in the same segment.
3. Check the physical network card for faults.
4. Check the network hub. Check both hardware and software (if applicable)
problems in your hub.
5. If your hub is a switched hub, ensure that a virtual LAN separation is not
present at a hardware or software level. If a virtual LAN separation is
present, the performance of the connection between Communication
Control Toolkit and Contact Center Manager Server is minimal.
6. Ensure the ability for Windows to turn off the network card to save power is
disabled. Windows Server 2003 has a power management setting for
network cards.
7. Ensure the network card has the latest driver software release.

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Troubleshooting migration problems

This section suggests solutions to running the migration utility to convert the
Symposium Web Center Portal 4.0 database to Contact Center Multimedia 6.0
database.

Testing connection from ODBC to Symposium Web Center Portal 4.0

To test the ODBC Connection, use the following credentials:
User SWCP_ADMIN
Password $nortel$admin

Logs for troubleshooting the database conversion are in the Database.txt file
located in Nortel\Contact Center Multimedia\Logs on the Contact Center
Multimedia server,

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Troubleshooting licensing configuration

The License Manager server contains the files required to determine what
features and functionality are enabled in the Contact Center. For information
about the contents of the license file, see Appendix B, “Feature licensing.”

Verify licensing is working

If the licensing is working properly, the enabled bit in the cls.Licenses table for
the Contact Center Multimedia caché database is 1.

When you restart the Contact Center Multimedia server, if the Caché service
runs for 20 minutes and then shuts down, you have a licensing issue.

If you have a licensing server issue, review the following items to resolve the
problem:
Verify the Multimedia services are started.
Check the contents of the license registry.
Check the connection between the Multimedia server and the License
server.
Check the name of the License server in the Multimedia Administrator.
Choose the correct license type.
Check the licenses in your contact center.
Review the license log files.

All of these steps are described in this section.

Verifying the Multimedia services are started

Check that the License Manager and Starter services are started on the Contact
Center Multimedia server.

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1 On the Windows Start menu of the Multimedia server, click All Programs >
Administrative Tools > Services.

Reviewing the contents of the License Manager registry

If the CCMM License Service and the CCMM Starter Service are both Started,
review the contents of the License Manager registry on the Contact Center
Multimedia server to identify the License Manager server. See
HKEY_LOCAL_MACHINE\Software\Nortel\LM\LSHost.

If the contents of the LSHost registry key are invalid, change the License
Manager key in the Multimedia Administrator. See “Changing the name of the
License Manager server in Contact Center Multimedia” on page 907.
1 On the Multimedia server, click Start > Run.
2 In the Run box type Regedit.
Result: The Registry Editor application appears.
Note: Only trained individuals can edit the registry. Nortel recommends
backing up the registry before making any adjustments.

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3 Expand My Computer.
4 Expand HKEY_LOCAL_MACHINE.
5 Expand Software, Nortel, LM, and LSHost.
Result: The IP address for the License Manager is to the left of the colon (:)
in the LSHost data.

Checking the link to the License Manager server

Ping the License Manager server identified in the registry key to ensure that no
network problems exist. If you cannot ping the License Manager server, change
the License Manager key using the Multimedia Administrator (see “Changing
the name of the License Manager server in Contact Center Multimedia” on page
907), or debug the network to see why Contact Center Multimedia cannot
contact the License Manager server.

May 2006 Troubleshooting

Troubleshooting the Multimedia Administrator

This section lists problems that can occur with the Multimedia Administrator.
For each problem, it suggests possible solutions.

Cannot log on to the Administrator

If you cannot log on to the Multimedia Administrator, verify that the database is
running.

ODBC error
If you receive an ODBC error, wait a few minutes, and then perform the task
again. This error appears when there is a delay in the database startup.

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Troubleshooting the E-mail Manager

This section lists problems that may occur with the E-mail Manager. For each
problem, it suggests a possible solution.

The primary tool for dealing with problems that can occur while using E-mail
Manager is the Contact Center Multimedia/Outbound Event Log Configuration
window.

You can choose where you want to store the E-mail Manager events for the
system. For more information, see “Creating Log reports” on page 867.

The E-mail Manager cannot log on to a mailbox

Perform the following tasks if you cannot log on to a mailbox:
1. Log on to the mailbox using an e-mail client.
2. Verify that the domain name, account name, mailbox name, and password
match the e-mail server settings.
3. Verify that the e-mail server is running and that it is set up properly.
4. Review the log files.
5. Use telnet to verify the user names on the server.

To use telnet to verify the user names on the server

1 On the Start menu, choose Run.
2 Type telnet <mailserver> 110 (where 110 is the port number for POP3),
and then press Enter.
3 Log on to the e-mail server.
Result: If the logon is successful, a message like this one appears:
+OK X1 NT-POP3 Server mail009 (IMail 7.04 997957-16)
user billing
+OK send your password
pass abc123
+OK maildrop locked and ready

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If the logon is not successful, a message appears:

+OK X1 NT-POP3 Server mail009 (IMail 7.04 998172-17)
user billing
+OK send your password
pass 123abc
-ERR Invalid userid/password

The Multimedia E-mail Manager inbox did not receive e-mail

Verify that the e-mail server is working properly and the correct host names are
recorded on the Multimedia server.

Verify the host names of the external e-mail servers on the

Multimedia server

If you cannot access the Multimedia server from the external mail servers, you
must ensure that the host names of the external mail servers are correct on the
Multimedia server.
1 Log on to the Multimedia Administrator.
2 Expand Contact Center Multimedia/Outbound.
3 Expand Server Administration.
4 Double-click Server Configuration.
Result: The Server Configuration window appears.
5 Double-click the POP3 server.
Result: The Server Properties window appears.
6 Change the name of the server and the port number of the server as
required.
7 Double-click the SMTP server.
Result: The Server Properties window appears.
8 Change the name of the server and the port number of the server as
required.
9 Click Save.
Result: The Confirm window appears.
10 Click OK.

Installation and Maintenance Guide 915

Troubleshooting Standard 1.0

Asian characters are not supported in e-mail

You must install the Windows Server 2003 Language Pack.
1 Click Start > Control Panel > Regional and Language Options.
2 Click the Languages tab.
3 Select the following options:
Install files for complex script and right-to-left languages (including Thai)
Install files for East Asian languages
Note: Ensure that you have enough drive space for each option and click
OK.
4 Click the Advanced tab.
5 Select all of the Code Page conversion table options.
6 Click Apply.
7 Click OK.
Result: If you are prompted to insert your Windows Server CD, insert the
Windows Server 2003 CD-ROM into the CD-ROM drive.
8 Reboot your server, if required.

Outgoing e-mail is received with corrupt address or message text

Select one of the following types of coding, as required for your system:

US-ASCII American Standard Code for Information Interchange

windows-1250 Windows Eastern European

windows-1251 Windows Cyrillic

windows-1252 Windows Latin-1

windows-1253 Windows Greek

916 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

windows-1254 Windows Turkish

windows-1257 Windows Baltic

ISO-8859-1 ISO 8859-1, Latin Alphabet No. 1

ISO-8859-2 Latin Alphabet No. 2

ISO-8859-4 Latin Alphabet No. 4

ISO-8859-5 Latin/Cyrillic Alphabet

ISO-8859-7 Latin/Greek Alphabet

ISO-8859-9 Latin Alphabet No. 5

ISO-8859-13 Latin Alphabet No. 7

ISO-8859-15 Latin Alphabet No. 9

KOI8-R KOI8-R, Russian

UTF-8 Eight-bit UCS Transformation Format

UTF-16 Sixteen-bit UCS Transformation Format, byte order

identified by an optional byte-order mark

UTF-16BE Sixteen-bit Unicode Transformation Format, big-endian

byte order

UTF-16LE Sixteen-bit Unicode Transformation Format, little-endian

byte order

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/

guide/intl/encoding.doc.html.

To change the encoding for the outgoing e-mail

1 In the Multimedia Administrator application, expand Contact Center
Multimedia.
2 Expand E-mail Administration.

Installation and Maintenance Guide 917

Troubleshooting Standard 1.0

3 Double-click Outgoing E-mail Encoding.

Result: The Outgoing E-mail Encoding dialog box appears.

4 In the Encoding list, select the type of encoding you want to use.
5 Click Save.

The system fails to send an auto-acknowledgement or e-mail

response to a customer
Verify the following:
An auto-acknowledgement is set up in the Multimedia Administrator.
The SMTP service is running on the e-mail server.
The Contact Center E-mail Manager service is running on the Contact
Center Multimedia server.
The customer’s e-mail address is correct.

Authentication mechanism unsupported

If, after submitting the EHLO command, the server responds with error codes
500, 501, or 502, then SMTP Authentication is not supported on that mail server.
If you receive a message “504 Authentication mechanism unsupported” after the
AUTH LOGIN command, it is possible that your mail server conducts SMTP
Authentication by either not encoding the logon credentials or by using CRAM-
MD5 encoding. Contact your distributor for further details.

918 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

Troubleshooting the Contact Center Agent

Desktop

This section lists problems that may occur with the Contact Center Agent
Desktop application. For each problem, it suggests a possible solution.

Unable to log on to the Agent Interface

If you encounter problems logging on to the Contact Center Agent Desktop,
verify that:
IIS is running. For more information, see the section about configuring the
operating system in the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide.
The user has access rights to the web applications. For more information,
see “Step 6. Provide local users with the Log on as a service right” on page
74.
The services on the Contact Center Multimedia server are running. For
more information, see “Verifying the Multimedia services are started” on
page 905.
The software for .NET Framework and .NET service pack 1 is installed on
the clients. For more information, see “Step 12. Install .NET Framework on
clients” on page 103.
The latest CCMM_Security_Policy.msi is deployed on the clients. For more
information, see “Step 13. Configure access to client applications” on page
105.
The agent ID is valid. For more information, see “Step 15. Create a
Windows user for each agent” on page 111.
The agent password is valid, or is the default password. For more
information, see “Agent does not remember password” on page 920.
You have not exceeded the number of Agent Desktop or Outbound
Campaign Management Tool licenses in your Contact Center. For more
information, see Appendix B, “Feature licensing.”

Installation and Maintenance Guide 919

Troubleshooting Standard 1.0

Agent does not remember password

If you are required to reset an agent password, you can use the Multimedia
Administrator application on the Contact Center Multimedia server to reset the
password to the default setting.

The default agent password is the agent ID.

5 Select an agent.
6 Click Reset password.
Result: The password is reset to the default password for the agent. The
default password is the same as the agent ID.
7 Click Save.

920 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

Cannot connect to NCCT Server

If there are problems on the Communication Control Toolkit server, you see and
error message, Cannot connect to NCCT Server, if there are problems on the
Communication Control Toolkit server. Check the following:
On the Communication Control Toolkit server, check that the NCCT Server
service is started. For more information, see the Communication Control
Toolkit Installation and Maintenance Guide.
In the Multimedia Administrator application, check that the
Communication Control Toolkit server is correct. For more information,
see “Server name is changed” on page 899. If you must change the name of
the Communication Control Toolkit server, you must also change the
CCTSERVER key in the ccad.exe file in the installation directory on the
Contact Center Multimedia server.
Make sure that ASP.NET is enabled on the Contact Center Multimedia
server. For more information, see the Contact Center Multimedia Technical
Requirements and Operating System Configuration Guide.

Error: Invalid Credentials

If the windows user is not configured for Communication Control Toolkit
authentication, you receive an error message.

Ensure that you have followed the Communication Control Toolkit

configuration steps in this guide. For more information, see “Step 28. Import the
contact center users into CCT” on page 159, and “Step 33. Map users to
addresses, terminals, and contact center users” on page 179.

If the user is outside the Communication Control Toolkit domain, then use a
local account on the Communication Control Toolkit server to launch the
Contact Center Agent Desktop. You must add the local Communication Control
Toolkit user to the resources and map the resources.

Installation and Maintenance Guide 921

Troubleshooting Standard 1.0

Error: Cannot login to CCMS

If the agent is a voice agent, another agent is already logged on to that telephone
set. Log off the first agent, or map the current agent to a different terminal. For
more information, see “Step 33. Map users to addresses, terminals, and contact
center users” on page 179.

Login button shows no agent

There are two possible causes for this error:
The agent is not mapped to a contact center user.
Agent objects are not replicated.

If the agent is not mapped to a contact center user, you must map the Windows
user to a contact center user for handling contacts. For more information, see
“Step 33. Map users to addresses, terminals, and contact center users” on page
179.

If the agent objects are not replicated, you must ensure that Server Setup
Configuration and Content Management Framework are configured on the
Contact Center Manager Server and the Communication Control Toolkit server
if new patches are installed.

Originate key is disabled

If the Originate key is disabled on the telephony toolbar in the Contact Center
Agent Desktop, a terminal is not mapped to the logged-on agent, or the mapped
terminal is out of service. If a terminal is not mapped to the agent, see “Step 33.
Map users to addresses, terminals, and contact center users” on page 179. If the
mapped terminal is out of service, restart the TAPI connector, and restart the
Telephony service on the Communication Control Toolkit server.

Emergency and supervisor keys on the phoneset do not work

You must configure two keys on the agent telephone set: ASP (call supervisor)
and EMR (emergency).

922 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

You must ensure that the supervisor telephone set is configured as a supervisor
phoneset, and configure two keys: AAG (answers the call from the agent ASP
key), and AMG (answers the call from the agent EMR key). You also must
configure the telephony port property to be the position ID of the supervisor
telephone set. In Contact Center Manager Administration, right-click
Supervisor, and choose Supervisor details.

Transfer and conference buttons on the telephony toolbar do not

work
Use the Communication Control Toolkit documentation to enable transfer and
conference functions using the TN details. See line features in the
Communication Control Toolkit Installation and Maintenance Guide.

Installation and Maintenance Guide 923

Troubleshooting Standard 1.0

Troubleshooting the Outbound Campaign

Management Tool

This section lists problems that may occur with the Outbound Campaign
Management Tool application. For each problem, it suggests a possible solution.

Unable to log on to the Outbound Campaign Management Tool

If you encounter problems logging on to the Contact Center Agent Desktop or
the Outbound Campaign Management Tool applications, verify that
IIS is running.
The user has access rights to the web applications.
The services on the Contact Center Multimedia server are running.
CCMM_Security_Policy.msi is deployed on the clients.
.NET Framework and .NET service pack 1 is installed on the clients.
The user ID is valid.
The password is valid, or is the default password.
You have not exceeded the number of Outbound Campaign Management
Tool licenses in your Contact Center.

924 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

Troubleshooting contact routing errors

This section lists problems that may occur when you route contacts. For each
problem, it suggests a possible solution.

Contacts are delayed in queue

If a large number of contacts are queued and Contact Center Manager Server is
restarted, Contact Center Manager server queues 5000 contacts per second. A
period of time can elapse before your contacts are displayed in Real-Time
displays or assigned to agents.

Reviewing the number of contacts to be requeued

1 Log on to the Contact Center Agent Desktop.
2 Open the Multimedia toolbar.
3 Click Contact Search.
4 Search for contacts with the criteria Status is New.
Result: The number of new contacts appears in the search results title bar.

Contacts are not routed to correct agent

If an e-mail or outbound contact is not correctly routed to the intended agent,
check the following information to determine the problem:
Check the licensing for your contact center. For more information, see
“Troubleshooting licensing configuration” on page 905.
Check that the correct Contact Center Manager Server is configured in the
Multimedia Administration application. For more information, see “Server
name is changed” on page 899.
Ensure that the E-mail Manager, Outbound Campaign Scheduler, and
MCMC services are started. To start the services, see “Verifying the
Multimedia services are started” on page 905.

Installation and Maintenance Guide 925

Troubleshooting Standard 1.0

Ensure that route points are configured in your contact center. For more
information about configuring route points, see “Step 23. Create route
points” on page 132.
Ensure that you have configured the e-mail and outbound configuration
settings correctly.
For configuration minimal contact type settings, see “Step 36. Start the
configuration tool” on page 193.
For information about configuring e-mail settings, see Chapter 7,
“Configuring e-mail settings and routing.”
For information about configuring outbound settings, see Chapter 6,
“Configuring outbound settings and routing.”
Check that the scripts are correct if you are not using the provided default
multimedia scripts. You can review the scripts in Contact Center Manager
Administration.
Check that the agent is in the skillset to which the contacts are routed. You
can assign the skillset in Contact Center Manager Administration.
Run the Server Setup Configuration on Contact Center Manager Server.
Select the Multimedia option in the Content Management Framework
configuration on the Communication Control Toolkit server.

926 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

Troubleshooting Internet Explorer

This section lists problems that may occur with Microsoft Internet Explorer.

Problems starting Internet Explorer

If you experience problems starting Internet Explorer, ensure your version of
Internet Explorer meets the minimum requirements as specified in the Contact
Center Multimedia Technical Requirements and Operating System
Configuration Guide.

Installation and Maintenance Guide 927

Troubleshooting Standard 1.0

Troubleshooting archiving

This section lists problems that may occur with the Contact Center Multimedia
Archive utility.

Archiving attachments
You must install the appropriate language patch for Windows Server 2003
Enterprise Edition or Windows Server 2003 Standard Edition to successfully
archive contacts that have attachment names in languages that are not installed
by the default English Windows Server 2003 Enterprise Edition or Windows
Server 2003 Standard Edition operating system.

928 Contact Center Multimedia/Outbound

May 2006 Troubleshooting

Technical support

All hardware diagnostics are the responsibility of the hardware vendor. Verify
the manufacturer’s instructions before you perform any hardware-related
procedure.

Before you install Contact Center Multimedia, you must verify your selected
servers. This verification includes making sure the computers conform to the
specifications listed in the Nortel Contact Center Planning and Engineering
Guide and the Nortel Contact Center Multimedia Technical Requirements and
Operating System Configuration Guide. You must also ensure that the operating
system is installed and functioning properly.

Nortel can provide support during the installation and configuration of Contact
Center Multimedia using your installation of pcAnywhere, or the remote
desktop configuration. For more information, see “Step 3. Install your remote
support access tool” on page 46.

Installation and Maintenance Guide 929

Troubleshooting Standard 1.0

930 Contact Center Multimedia/Outbound

Chapter 16

Using serviceability tools

In this chapter
Using the E-mail Manager Memory Management utility 932

Installation and Maintenance Guide 931

Using serviceability tools Standard 1.0

Using the E-mail Manager Memory

Management utility

You can use the E-mail Manager Memory Utility to perform maintenance and
diagnostic tools on the Multimedia server.

If an error occurs, record the error message, the system configuration, and the
actions taken before and after the error occurred. If the problem persists, contact
your Nortel customer support representative.

You can use the E-mail Manager Memory Management utility to change the
amount of memory allocated to the E-mail Manager.

The mechanism by which inbound e-mail messages are processed requires that
every e-mail message is held in memory for a brief time while it is decoded and
processed. This places a limit on the maximum size of a given e-mail message
that the E-mail Manager can handle.

The E-mail Manager Memory Manager ensures that memory limits are not
exceeded. This section describes how the memory manager calculates these
limits, and how to determine the maximum size e-mail supported.

Note: Large e-mail attachments may degrade the e-mail throughput.

Configuring memory allocation for e-mail

If you want the system to receive e-mail greater than 69 MB, then you must
configure the memory allocation for e-mail messages. By default the system
cannot process e-mail messages that are greater than 69 MB.

To configure the memory allocation for e-mail

1 Browse to C:\Program Files\Nortel\Contact Center Multimedia/
Outbound\Multimedia Server\Email Manager\Utilities\EmailMemory.exe.
2 Double-click EmailMemory.exe.
Result: The Memory Allocation window appears.

932 Contact Center Multimedia/Outbound

May 2006 Using serviceability tools

3 Make the necessary changes, and then click OK.

Result: The Change Memory Setting window appears.
4 Click Yes.

Maximum attachment size formula

The maximum attachment size formulas use the following variables:
Encoding adjustment The factor by which the attachment size increases
when the attachment is encoded and attached to an e-mail message.
Memory adjustment The factor by which the encoded size increases when
an e-mail message is loaded into the internal representation of the e-mail
message in memory.
Buffer memory The memory required by the parts of the application not
involved in processing inbound e-mail messages, which is fairly static.

The approximate values for these variables, used when calculating how much
memory to reserve to process an e-mail message, are:
Encoding adjustment: 1.3 (this can vary slightly based on the encoding
used)
Memory adjustment: 1.2 (this factor decreases slightly, the larger the
e-mail is, but it has been left as a fixed value)
Buffer memory: 20 MB

Note: When the following subsections specify an attachment size, they refer to
the total size of all attachments of an e-mail message. Also, the size of the body
of an e-mail lowers the supported attachment size by the size of the content of
the message. However, in most cases, the content of an e-mail is negligible
compared to large attachments.

Maximum attachment size formula

JVM size - Buffer memory / Memory adjustment / Encoding adjustment =
Maximum attachment size

JVM sizes (MB) Max attachment sizes (MB)

128 69.2

Installation and Maintenance Guide 933

Using serviceability tools Standard 1.0

JVM sizes (MB) Max attachment sizes (MB)

256 (default) 151.3

512 315.4
1024 643.6

Minimum JVM size formula

Attachment size * Encoding adjustment * Memory adjustment + Buffer memory
= Minimum JVM size

Attachment sizes (MB) Min. JVM sizes (MB)

10 35.6

20 51.2

30 66.8

40 82.4

50 98
60 113.6

70 129.2

80 144.8

90 160.4

100 176

500 800

934 Contact Center Multimedia/Outbound

Par t 4
Appendixes

Installation and Maintenance Guide 935

Standard 1.0

936 Contact Center Multimedia/Outbound

Appendix A

Event codes

In this appendix
Operating system events 938
Contact Center Multimedia events 939

Installation and Maintenance Guide 937

Event codes Standard 1.0

Operating system events

Event ID Event details

7031 Event ID—ISS Service Failure

Severity—Critical
Source—Service Control Manager
Description—The World Wide Web Publishing Service service
terminated unexpectedly.
Mitigation—Specify a recovery action of restart for the service.
7031 Event ID—IIS Service Failure
Severity—Critical
Source—Service Control Manager
Description—The IIS Admin Service terminated unexpectedly.
Mitigation—Specify a recovery action of restart for the service.

938 Contact Center Multimedia/Outbound

May 2006 Event codes

Contact Center Multimedia events

Event ID Event details

2001 Severity—1 (most severe)

Source—OAM
Description—Unable to create a thread event.

2002 Severity—1 (most severe)

Source—OAM
Description—Could not register Register a Service Control
Handler.

2003 Severity—1 (most severe)

Source—OAM
Description—Could not create a watcher thread.
2004 Severity—1 and 6
Source—OAM
Description—Could not set the service status.

2005 Severity—1 (most severe)

Source—OAM
Description—Pending statuses require a hint and checkpoint.

2008 Severity—1 (most severe)

Source—OAM
Description—The %1 service was unable to start due to an
initialization failure.

2009 Severity—1 (most severe)

Source—OAM
Description—Unable to create a new thread object.

Installation and Maintenance Guide 939

Event codes Standard 1.0

2072 Severity—4
Source—OAM
Description—Application %1 Notification Event Received.
Application ID: %2.

2073 Severity—4
Source—OAM
Description—CDN %1 Notification Event Received.CDN: %2.

2074 Severity—4
Source—OAM
Description—ContactType %1 Notification Event Received.
ContactType: %2.

2075 Severity—1
Source—OAM
Description—CCMS OAM connection down.

4096 Event Type—Error

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: Failure to
connect to the database.

946 Contact Center Multimedia/Outbound

May 2006 Event codes

Event ID Event details

Severity—1
Source—Log4j
Description—SERVICE IMPACTING EVENT: The outbound
e-mail (ActionID: X, ContactID: Y) cannot be sent as the skillset
associated with it (SkillsetID: Z) does not have an outbox
mapped to it. You must first configure an outbox for this skillset,
before any responses using it can be sent.
31004 Event Type—Warning
Severity—High
Source—Nortel CCMM License Manager
Description—Registry information missing.
31005 Event Type—Warning
Severity—High
Source—Nortel CCMM License Manager
Description—Error in starting the cache service.

31008 Event Type—Error

Severity—High
Source—Nortel CCMM License Manager
Description—Cannot create an instance of license class.

31009 Event Type—Error

Severity—High
Source—Nortel CCMM License Manager
Description—Exception in communication with CCMM
Database.

948 Contact Center Multimedia/Outbound

May 2006 Event codes

Event ID Event details

31010 Event Type—Error

Severity—Low
Source—Nortel CCMM License Manager
Description—Exception in service control.

32040 Severity—6
Source—MCMC
Description—%1 service continued successfully.

32201 Severity—2
Source—MCMC
Description—Error connecting to Database Events - Unknown
host name.

32202 Severity—2
Source—MCMC
Description—Error connecting to port for Database Events.

32203 Severity—2
Source—MCMC
Description—No RoutePoint on Contact in database. Contacts
external ID: %1.

32204 Severity—4
Source—MCMC
Description—Error reading database Events port number from
database. Using default port.

32205 Severity—5
Source—MCMC
Description—Started EventHandler to process events from
database.

32206 Severity—5
Source—MCMC
Description—Started Updater - used to place contacts in Open
Queue.

32207 Severity—3
Source—MCMC
Description—Error parsing data and time in Event from
database. Contacts external ID: %1.

956 Contact Center Multimedia/Outbound

May 2006 Event codes

Event ID Event details

32208 Severity—6
Source—MCMC
Description—Received Cache Event. Contents: %1.

32209 Severity—6
Source—MCMC
Description—Getting Multimedia Provider from CCMS.

32211 Severity—2
Source—MCMC
Description—Failed to get Multimedia Provider from CCMS.

32212 Severity—5
Source—MCMC
Description—Starting Updater - used to place contacts in Open
Queue.
32213 Severity—2
Source—MCMC
Description—Failed to start Updater - required to place contacts
in Open Queue.
32214 Severity—2
Source—MCMC
Description—Received Event for DEFAULT_TREATMENT on
Contact with External ID: %1.
32215 Severity—2
Source—MCMC
Description—Received Event for FORCE_DISCONNECT on
Contact with External ID: %1.

Installation and Maintenance Guide 957

Event codes Standard 1.0

Event ID Event details

32216 Severity—3
Source—MCMC
Description—Unknown contact type on provider.

32217 Severity—3
Source—MCMC
Description—Undefined contact type in database event.

32218 Severity—6
Source—MCMC
Description—Creating Contact in CCMS, Contact External
ID: %1.

32219 Severity—6
Source—MCMC
Description—Drop Contact from CCMS, Contact External
ID: %1.

32220 Severity—3
Source—MCMC
Description—Exception on dropping Contact from CCMS,
Contact External ID: %1.

32221 Severity—4
Source—MCMC
Description—Number Format exception on reading MCMC
event port from database.

32222 Severity—4
Source—MCMC
Description—Cache Exception on reading MCMC event port
from database.

958 Contact Center Multimedia/Outbound

May 2006 Event codes

Event ID Event details

32223 Severity—6
Source—MCMC
Description—Cache event Port read from database: %1.

32224 Severity—6
Source—MCMC
Description—Read from Database. Number of New
Contacts: %1.
32225 Severity—6
Source—MCMC
Description—Exception on reading contact from database.
Contact External ID: %1.

32226 Severity—3
Source—MCMC
Description—New Contact returned as Null from Database.
Contact External ID: %1.

32227 Severity—3
Source—MCMC
Description—Exception on synchronizing Buffers with
database.

32228 Severity—3
Source—MCMC
Description—Exception on reading contact data from database.
Method Ref: %1.

32229 Severity—2
Source—MCMC
Description—Exception on creating StateChange Listeners for
provider. Exception Type: %1.

Installation and Maintenance Guide 959

Event codes Standard 1.0

Event ID Event details

32230 Severity—2
Source—MCMC
Description—Exception on adding Listeners to provider.
Exception Type: %1

32231 Severity—6
Source—MCMC
Description—Reading Contact from database. Contact ID: %1.

32232 Severity—2
Source—MCMC
Description—Error reading contact from Database. Contact
ID: %1.

32233 Severity—2
Source—MCMC
Description—Exception on getting Peer. Exception Type: %1.

32234 Severity—2
Source—MCMC
Description—ServiceProviderStaus event received. Status
Type: %1.

32235 Severity—6
Source—MCMC
Description—Updater restart method called to resync with
CCMS.

32236 Severity—3
Source—MCMC
Description—Exception on creating OutOfProviderAddress.
Exception Type: %1.

960 Contact Center Multimedia/Outbound

May 2006 Event codes

Event ID Event details

32237 Severity—3
Source—MCMC
Description—Error parsing data in database event for %1.

32238 Severity—2
Source—MCMC
Description—Exception received from CCMS on Create/Drop
contact for contact ID: %1.
32239 Severity—4
Source—MCMC
Description—Exception received processing buffers in Updater
for buffer number: %1.

32240 Severity—3
Source—MCMC
Description—Exception on getting contact types setup on
provider. Exception Type: %1.

32241 Severity—6
Source—MCMC
Description—Cache Exception on reading CCMS server name
from database.

32242 Severity—3
Source—MCMC
Description—Error updating CmfProperies.xml configuration
file.

32243 Severity—2
Source—MCMC
Description—Error reading event on event connection to
database.

Installation and Maintenance Guide 961

Event codes Standard 1.0

962 Contact Center Multimedia/Outbound

Appendix B

Feature licensing

In this appendix
Multimedia license codes 964

Installation and Maintenance Guide 963

Feature licensing Standard 1.0

Multimedia license codes

The License Manager Service of Contact Center Multimedia communicates with

the License Manager installed on Contact Center Manager Server to determine
what licensed features are used.

The required Contact Center Manager Server license codes are listed in the table
that follows.

Licensed feature License key

Open queue (nodal license) LM_OQN

Open queue (corporate license) LM_OQC

The Multimedia license codes are listed in the table that follows.

Licensed feature License key

Contact Center Manager Server (Nodal license) LM_CCS200N or

LM_CCS300N
Contact Center Manager Server (Corporate license) CCS200C or CCS300C

Report Creation Wizard user LM_RCW_USER

Communication Control Toolkit license LM_CCT

Voice Devices Nodal LM_VODN

Primary Multimedia server (nodal license) LM_MMPN

Primary Multimedia server (corporate license) LM_MMPC

Redundancy server (nodal license) LM_MMSN

Redundancy server (corporate license) LM_MMSC

Outbound server (nodal license) LM_OBN

Outbound server (corporate license) LM_OBC

964 Nortel Contact Center Multimedia and Outbound

May 2006 Feature licensing

Licensed feature License key

Single site voice agent (nodal license) LM_LOC_VOAN

Network site voice agent (nodal license) LM_NET_VOAN

Single site voice agent (corporate license) LM_LOC_VOAC

Network site voice agent (corporate license) LM_NET_VOAC

Single site e-mail agent (nodal license) LM_LOC_EMAN

Network site e-mail agent (nodal license) LM_NET_EMAN

Single site e-mail agent (corporate license) LM_LOC_EMAC

Network site e-mail agent (corporate license) LM_NET_EMAC

Single site web communications agent (nodal license) LM_LOC_WCAN

Network site web communications agent (nodal LM_NET_WCAN
license)

Single site web communications agent (corporate LM_LOC_WCAC

license)

Network site web communications agent (corporate LM_NET_WCAC

license)

Single site outbound agent (nodal license) LM_LOC_OBAN

Network site outbound agent (nodal license) LM_NET_OBAN

Single site outbound agent (corporate license) LM_LOC_OBAC

Network site outbound agent (corporate license) LM_NET_OBAC

Installation and Maintenance Guide 965

Feature licensing Standard 1.0

966 Nortel Contact Center Multimedia and Outbound

Appendix C

Contact life cycles

In this appendix
Overview 968
Outbound contacts 969
E-mail messages 971

Installation and Maintenance Guide 967

Contact life cycles Standard 1.0

Overview

This chapter contains diagrams showing the life cycle of the contacts in Contact
Center Multimedia.

968 Contact Center Multimedia/Outbound

May 2006 Contact life cycles

Outbound contacts

The life cycle of an outbound contact is shown as follows:

1. The contact is loaded into the Database from the outbound campaign.
An administrator in your contact center creates an outbound campaign
using the Outbound Campaign Management Tool accessed in Contact
Center Manager Administration.
2. The notification that the outbound contacts that are part of the campaign are
received is passed to the Open Queue.
3. The outbound calls are created as objects in Open Queue.
The outbound script is applied, using information such as the skillset and
priority and contact type assigned to the outbound campaign. From the
script, it is determined which agent receives the contact.
4. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.

Installation and Maintenance Guide 969

Contact life cycles Standard 1.0

5. The contact is presented to the agent in the Contact Center Agent Desktop.
Associated contact data, such as contact information is passed to the
Contact Center Agent Desktop along with the outbound call.
6. Customer details for the contact are received from the Multimedia database
through the web services.
7. The outbound call is initiated on the agent’s desktop using the dialing
properties configured in the outbound campaign.
8. The outbound call is established between the agent and the customer.
9. Customer detail updates and additions to the contact history are stored in
Multimedia database.
10. While the agent and customer are on the call the agent can use the agent
script to enter information from the customer. The agent script is configured
in the outbound campaign.
11. When the agent is finished with the call, the agent chooses a disposition
code, and disconnects from the call to complete the contact.
The disposition code is logged in the reports and determines whether the
agent script is saved.

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E-mail messages

The life cycle of an e-mail message is shown as follows:

1. The contact is loaded into the Database from the E-mail server.
You configure recipient mailboxes and a polling interval in the Contact
Center Multimedia Administrator tool (E-mail Manager). The E-mail
Manager checks the corresponding mailboxes on the e-mail server at the
specified polling interval. When new e-mail messages are found, they are
moved into the Multimedia database.
2. The notification that the e-mail contact is received is passed to the Open
Queue.
The E-mail Manager uses the regular default rules and your configured
rules to assign a skillset, and priority to the contact. Some rules also sent an
auto-response to the customer immediately, without interaction from the
agent.
3. The e-mail message is created as an object in Open Queue.

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Contact life cycles Standard 1.0

The e-mail script is applied, using information such as the skillset and
priority and contact type assigned to the e-mail message. From the script, it
is determined which agent receives the contact.
The contact information is also included in reports.
4. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.
5. The contact is presented to the agent in the Contact Center Agent Desktop.
6. Associated contact data, such as the ID and contact information is passed to
the Contact Center Agent Desktop along with the e-mail message.
7. Customer details for the contact are received from the Multimedia database
through the web services.
8. The agent replies are written to the Multimedia database through Web
Services. The E-mail Manager polls the database for outgoing e-mail
messages.
Information about what e-mail address is used for replies to customers is
configured in the Contact Center Multimedia Administrator E-mail
Manager configuration.
Customer detail updates, additions to the contact history, and contact ID
information are stored in Multimedia database.
9. The agent closes the e-mail contact by specifying a closed reason code, if
closed reason codes are configured in the Contact Center Multimedia
Administrator.
Alternately, the agent can postpone the contact, forward the contact to
another agent, or forward the contact to a person outside of the contact
center. The agent then is reassigned the contact to complete it later.

972 Contact Center Multimedia/Outbound

Glossary

A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.

access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.

access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.

ACD call
See Automatic call distribution call.

ACD-DN
See Automatic call distribution directory number.

ACD routing table

See Automatic call distribution routing table.

acquired resource
A resource configured on the switch that is under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.

Installation and Maintenance Guide 973

Glossary Standard 1.0

activated script

A script that is processing calls or is ready to process calls. active server

In a system with a Replication Server, the server that is providing call
processing and administration services.

activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720
on their agent desktop applications during sales calls, and this information can
be generated in an Activity Code report

adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.

administrator
A user who is responsible for setting up and maintaining Contact Center
Multimedia/Outbound and Contact Center – Multimedia.

agent
A user who is responsible for handling inbound and outbound voice calls, e-mail
messages, and web communications.

agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.

agent to skillset assignment

A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.

agent to supervisor assignment

A definition that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.

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AIP
Advanced I/O Processor

alias
See e-mail alias.

ANI
See Automatic Number Identification.

API
See application program interface.

application
1. A logical entity that represents a Contact Center Multimedia/Outbound script
for reporting purposes. The Master script and each primary script have an
associated application. The application has the same name as the script it
represents. 2. A program that runs on a computer.

application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.

application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.

Automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

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Glossary Standard 1.0

Automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also Automatic call
distribution directory number.

Automatic call distribution directory number

A DN associated with an ACD group. Calls made to an automatic call
distribution directory number are distributed to agents belonging to the group,
based on the ACD routing table on the switch.

Automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.

Automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.

auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”

B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

BBUA
Back-to-Back User Agent.

C call age
The amount of time a call was waiting in the system before being answered by
an agent.

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Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

call presentation class

A collection of preferences that determines how calls are presented to an

agent.call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.

Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.

call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.

call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.

Installation and Maintenance Guide 977

Glossary Standard 1.0

CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.

campaign
See Outbound campaign.

CAT
Channel Allocation Table

CCR
customer controlled routing

CDN
See controlled directory number.

central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.

centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.

CLAN
See Customer Local Area Network.

CLAN subnet
See enterprise IP network.

CLID
See Calling Line Identification.

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May 2006 Glossary

client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available, Server Utility and Contact Center Manager Administration.
See also server.

closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.

command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

Communication Control Toolkit

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management. It
provides management simplicity and flexible control.

Computer Telephony Integration

An application that enables a computer to control telephone calls.

Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.
An agent tool that enables contact center agents to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.

Installation and Maintenance Guide 979

Glossary Standard 1.0

Contact Center - Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

Contact Center Manager Administration

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.

Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

Contact Center Manager Server call

A call to a CDN that is controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.

Contact Center – Multimedia Server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail and web communications.

Contact Center Standby Server

The server that contains an up-to-date back-up version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.

Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

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controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Contact Center
Manager Server.

CPH
calls per hour

CPU
See central processing unit.

CRM
See Customer Relationship Manager.

CRQS
See Call Request Queue Size.

CSL
Command and Status Link

CTD
See Conditionally Toll Denied.

CTI
See Computer Telephony Integration.

Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and Desktop
Clients connects.

Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.

Installation and Maintenance Guide 981

Glossary Standard 1.0

D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.

database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.

DBMS
Database Management System

deacquire
To release an acquired switch resource from the control of the Contact Center.

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.

default activity code

The activity code that is assigned to a call if an agent does not enter an activity
code manually, or when an agent presses the activity code button twice on the
phoneset.

default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.

denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.

DEP
See Data Execution Prevention.

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Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.

desktop user
A configured user who can log on to the Contact Center Multimedia/Outbound
server from a client PC.

DHCP
See dynamic host configuration protocol.

Dial-Up Networking
See Remote Access Services.

Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

DID
Direct Inward Dial

directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

directory number call

A call that is presented to the DN key on an agent’s phoneset.

display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.

Installation and Maintenance Guide 983

Glossary Standard 1.0

disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.

Distant Steering Code

Used by the switch to route calls to their intended destination.

Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

DN
See directory number.

DN call
See directory number call.

DNIS
See Dialed Number Identification Service.

DoS
See denial of service.

DP
See Designer Patch.

DSC
Distant Steering Code

DTMF
Dual Tone Multi Frequency

984 Contact Center Multimedia/Outbound

May 2006 Glossary

Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.

DVMRP
See Distance Vector Multicast Routing Protocol.

dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

E EBC
See equivalent basic calls.

EIU
Ethernet Interface Unit

ELAN Subnet
See embedded local area network.

e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases are forwarded to the
general@magscripts.com mailbox. To route e-mail differently depending on the
alias to which they are addressed, create a recipient mailbox as an alias in
Contact Center Multimedia Administrator application and then create routing
rules based on the alias.

Installation and Maintenance Guide 985

Glossary Standard 1.0

e-mail message contact

An incoming e-mail message that is handled intelligently using rules to route a
contact according to a skillset, send an auto-response, or close the contact.

e-mail rule
Rules determine how an e-mail contact is to be routed based on information
about the e-mail message (inputs) and configurations in your contact center
(outputs).

embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.

enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.

equivalent basic calls

A measure of the telephone switch CPU real-time required to process a basic
call. See also basic call.

event
1. An occurrence or action on Contact Center, such as the sending or receiving
of a message, the opening or closing of an application, or the reporting of an
error. Some events are for information only, while others can indicate a problem.
Events are categorized by severity: information, minor, major, and critical. 2. An
action generated by a script command, such as queuing a call to a skillset or
playing music.

expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.

986 Contact Center Multimedia/Outbound

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F See Flow Control Threshold.

firewall
A set of programs that protects the resources of a private network from external
users.

first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.

Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.

G global settings
Settings that apply to all skillsets that are configured on your system.

global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.

GOS
See grade of service.

grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.

H HDX
See Host Data Exchange

Installation and Maintenance Guide 987

Glossary Standard 1.0

Host Data Exchange

A rich scripting language provided with Contact Center - Manager to control
treatment of calls.

HTTP
See Hypertext Transfer Protocol.

hundred call seconds

See centum call seconds.

Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.

I IGMP
See Internet Group Management Protocol.

Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Multimedia/Outbound calls are presented.

Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.

Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.

Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers

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Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
The format of an IP address is a 32-bit numeric address written as four values
separated by periods. Each value can be 0 to 255. For example, 1.160.10.240
could be an IP address.

intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

IP address
See Internet Protocol address.

IPML
See Integration Package for Meridian Link.

ISDN
See Integrated Services Digital Network.

L LAN
See Local area network.

Local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers, and are confined to a single building or
group of buildings.

logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

Installation and Maintenance Guide 989

Glossary Standard 1.0

M mailbox
See recipient mailbox.

Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIBs)
contribute to the overall network MIB by
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms

Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Multimedia/Outbound, but it can
be customized by an authorized user. It can be deactivated but not deleted. See
also primary script, script, secondary script.

mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.

mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for post-call processing when the agent is not
available to handle other calls. 3. Inter-call interval (including union break, if
any).

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Media Application Server

A programmable media end point in a SIP signaling network that acts as a SIP
User Agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. Basic capabilities include accepting SIP
sessions and a broad range of audio and video IP-based media. The Media
Application Server delivers programmable customized intelligent media
services to those sessions using text, voice, and video initially, with extensibility
to other media and information types as the applications grow.

mean time between calls

The average time between presentation of calls to an agent.

MHT
See mean holding time.

MIB
See Management Information Base.

MOSPF
See Multicasting Extensions to Open Shortest Path First.

MTBC
See mean time between calls.

Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.

Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and web communication contacts.

music route
A resource installed on the switch that provides music to callers while they wait
for an agent.

Installation and Maintenance Guide 991

Glossary Standard 1.0

N NAT
See Network Address Translation.

Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

network interface card

An expansion board that enables a PC to be connected to a local area network
(LAN).

night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

NPA
See Number Plan Area.

Number Plan Area

Area code

O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.

ODBC
See Open Database Connectivity.

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OEM
Original equipment manufacturer

Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.

OLE
See object linking and embedding.

Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.

Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.

Optivity Telephony Manager

A Nortel application used for switch management. It provides management
simplicity and flexible control.

OSPF
See Open Shortest Path First.

OTM
See Optivity Telephony Manager.

Outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.

Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Administration for
configuring outbound campaigns.

Installation and Maintenance Guide 993

Glossary Standard 1.0

Outbound contact
An outgoing voice call that is intelligently routed to an agent according to a
skillset within a defined time interval. The call can be dialed by the agent or the
switch.

out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if there are no agents logged on or if the supervisor puts the skillset into
out-of-service mode manually. See also night mode, transition mode.

out-of-service skillset
A skillset that is not taking any new calls. While a skillset is out of service,
incoming calls cannot be queued to the skillset. See also skillset.

P See Designer Patch.

pegging
The action of incrementing statistical counters to track and report on system
events.

pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.

PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.

Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.

phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.

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phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.

PIM
See Protocol Independent Multicast.

Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset.

primary script
A script that is executed or referenced by the Master script. A primary script can
route calls to skillsets, or it can transfer routing control to a secondary script. See
also Master script, script, secondary script.

Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.

PSTN
See public switched telephone network.

public switched telephone network

The international network of private and government–owned voice–oriented
public telephone networks.

R RAN
recorded announcement

RAN route
See recorded announcement route.

Installation and Maintenance Guide 995

Glossary Standard 1.0

RAS
See Remote Access Services.

Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.

recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).

recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.

redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.

Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.

Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.

996 Contact Center Multimedia/Outbound

May 2006 Glossary

reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.

Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.

RSM
See Real-time Statistics Multicast.

RSVP
See Resource Reservation Protocol.

rule
See e-mail rule.

S sample script
A script that is installed with the Contact Center Manager Server client. Sample
scripts are stored as text files in a special folder on the client. The contents of
these scripts can be imported or copied into user scripts to create scripts for
typical contact center scenarios.

SCM
See Service Control Manager.

script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, primary
script, secondary script.

script variable
See variable.

Installation and Maintenance Guide 997

Glossary Standard 1.0

second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

secondary script
Any script (other than a Master or primary script) that is referenced from a
primary script or any other secondary script. There is no pegging of statistics for
actions occurring during a secondary script. See also Master script, primary
script, script.

server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.

Server subnet
The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia/Outbound, and CallPilot are connected.

service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.

Service Control Manager

A Windows NT process that manages the different services on the PC.

service level
The percentage of incoming calls answered within a configured number of
seconds.

service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.

998 Contact Center Multimedia/Outbound

May 2006 Glossary

Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02 and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.

Service Update Supplementary

A standalone Contact Center supplementary software application that is
installed on top of a specific Service Update (SU). It does not contain the
contents of previous SUs. The next SU will include SUSs built on top of
previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contain
SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also
Service Update and Designer Patch.

Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.

Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to the outside world via an SNMP
management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

SIP
See Session Initiation Protocol.

Installation and Maintenance Guide 999

Glossary Standard 1.0

site
A system using Contact Center Manager Server that can be accessed using SMI.

skillset

A group of capabilities or knowledge required to answer a specific type of call.

skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.

skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.

SNMP
See Simple Network Management Protocol.

standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.

standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.

SU
See Service Update.

supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.

1000 Contact Center Multimedia/Outbound

May 2006 Glossary

SUS
See Service Update Supplementary.

switch
See telephony switch.

switch resource
A device that is configured on the switch. For example, a CDN is configured on
the switch, and then is used as a resource with Contact Center Manager Server.
See also acquired resource.

system-defined script
The Master_Script can be customized or deactivated by a user, but cannot be
deleted. the first script executed for every call arriving at the contact center.

T TAPI
See Telephony Application Program Interface.

TCP/IP
See Transmission Control Protocol/Internet Protocol.

TDM
See Time-Division Multiplex.

telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.

telephony switch
The hardware that process calls and routes them to their destination.

Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.

Installation and Maintenance Guide 1001

Glossary Standard 1.0

threshold
A value for a statistic at which system handling of the statistic changes.

threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.

Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, A group of
capabilities or knowledge required to answer a specific type of call. skillset
intrinsic, traffic intrinsic.

Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.

traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, A group of capabilities or knowledge required to
answer a specific type of call. skillset intrinsic, time intrinsic.

transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.

Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.

treatment
See call treatment.

1002 Contact Center Multimedia/Outbound

May 2006 Glossary

U user-created script
A script that is created by an authorized user on the Contact Center Multimedia/
Outbound system. Primary and secondary scripts are user-created scripts.

User Defined script

A script that is modified by an authorized user on the Contact Center
Multimedia/Outbound system.

utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.

V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.

variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.

Virtual Private Network

A private network that is configured within a public network to take advantage
of the economies of scale and management facilities of large networks.

Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.

Voice over IP
Voice traffic that is transmitted in digital format using the IP protocol.

VPN
See Virtual Private Network.

Installation and Maintenance Guide 1003

Glossary Standard 1.0

VXML
See VXML.

W WAN
See also Wide area network.

Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.

Wide area network

Multimedia Starter service 212 mapping to terminals 182
rules for routing e-mail 209 security 111
security policy 106 workstations
shadowing on redundancy server 687 importing 172
SMTP authentication 894
user names on the server 914
web services 96
version
Symposium Web Center Portal 232
viewing
readme files for service updates 828
rules 209

W
web services
verifying installation 96
web site 45
what’s new
Administrator application 28
Agent Desktop 26
database 27
Open Queue 28
Outbound Campaign Management Tool 26
wildcard characters
keyword groups 774
sender groups 777
Windows access rights
pcAnywhere 49
Windows Server 2003
applying security policy 883
configuring backup scheduler 842
configuring event to trap translator 874
events 938
installing Security Configuration Wizard 882
language pack installation 916
port requirements 887
rolling back security policy 886
running security wizard 883
SNMP service 872
Windows users
creating agent accounts 111
importing 168
mapping to addresses 180

1020 Contact Center Multimedia/Outbound

Reader Response Form
Nortel Contact Center Multimedia and Outbound
Product release 6.0
Installation and Maintenance Guide

Tell us about yourself:

Name:
Company:
Address:

Occupation: Phone:

1. What is your level of experience with this product?

New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
F o
o rrmm
n ssee F
e ssp
poo n
err R
R e
ad e
RReead
Nortel Contact Center Multimedia and Outbound
Installation and Maintenance Guide
Nortel
Mervue Business Park
Galway, Ireland

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 PBX and Contact
Center Multimedia/Outbound is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel prior to such use. Violations of the license by alternative usage of any portion of this process
or the related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.

Publication number: 297-2183-929

Product release: 6.0
Document release: Standard 1.0
Date: May 2006

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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CCMM and Outbound Installation and Maintenance Guide

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CCMM and Outbound Installation and Maintenance Guide

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297-2183-929

Nortel Contact Center Multimedia and

Product release 6.0 Standard 1.0 May 2006

Publication number: 297-2183-929

Copyright © 2006 Nortel Networks. All Rights Reserved.

Installation and Maintenance Guide v

vi Contact Center Multimedia/Outbound

Part 1 Installing the Contact Center Multimedia/

2 Installing the Multimedia/Outbound server 39

Installation and Maintenance Guide vii

Section E: External component configuration 109

viii Contact Center Multimedia/Outbound

Part 2 Upgrading and Migrating Contact Center

3 Upgrading from SWCP Release 4.0 227

Installation and Maintenance Guide ix

Step 25. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 329

4 Migrating Contact Center 6.0 to a new server 441

x Contact Center Multimedia/Outbound

Section C: Installation 467

Installation and Maintenance Guide xi

Section J: Contact type configuration 599

Part 3 Maintaining the Multimedia/Outbound server 639

5 Installing the Redundancy server 641

xii Contact Center Multimedia/Outbound

Section E: Switch the Redundancy server to Primary mode 723

6 Configuring outbound settings and routing 739

7 Configuring e-mail settings and routing 745

8 Configuring the Contact Center Agent Desktop 805

9 Uninstalling the software 819

10 Using the Patch Viewer 827

Installation and Maintenance Guide xiii

11 Maintaining the database 831

12 Archiving and restoring data 853

13 Alarms and events 865

14 Managing security 877

xiv Contact Center Multimedia/Outbound

Troubleshooting the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . 919

16 Using serviceability tools 931

Part 4 Appendixes 935

A Event codes 937

B Feature licensing 963

C Contact life cycles 967

Installation and Maintenance Guide xv

xvi Contact Center Multimedia/Outbound

Installation and Maintenance Guide 17

This chapter describes the Contact Center Multimedia/Outbound components

The Nortel Contact Center Multimedia Installation and Maintenance Guide

Who should read this guide

18 Contact Center Multimedia/Outbound

Installation and Maintenance Guide 19

About Contact Center Multimedia/Outbound

Contact Center Multimedia/Outbound is part of the Nortel Contact Center

Contact Center Multimedia/Outbound components

 import and review call data

 create agent call scripts

 monitor campaign progress

 export campaign data

20 Contact Center Multimedia/Outbound

 Contact Center Agent Desktop interface: This component is installed on

 access historical e-mail to and from the customer

 create responses to customer inquiries

 provide a closed reason (if configured)

When an outbound campaign is running, contacts are presented to agents

 review call scripts (if configured)

 select a disposition code

 Multimedia Administrator: This component is installed on the Contact

The following diagram provides an overview of Contact Center Multimedia/

Installation and Maintenance Guide 21

Contact Center Multimedia/Outbound

Installation and Maintenance Guide 23

Each client must have the following software installed:

24 Contact Center Multimedia/Outbound

TCC MMCC CCN AMCC SMCC revreS beW toliPllaC gnilangiS

Installation and Maintenance Guide

New in this release

Outbound Campaign Management Tool

import and review call data

create agent call scripts

monitor campaign progress

export campaign data

Contact Center Agent Desktop interface: This component is installed on

access historical e-mail to and from the customer

create responses to customer inquiries

provide a closed reason (if configured)

review call scripts (if configured)

select a disposition code

Multimedia Administrator: This component is installed on the Contact

Reports are run using Contact Center Manager Administration.