CCMS Tech Requirements and OS Config

Nortel Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide

Product release 6.0 Standard 7.03 July 2007

297-2183-212

Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide

Publication number: 297-2183-212

Product release: 6.0

Document release: Standard 7.03

Date: July 2007

Copyright © 2007 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 Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

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Technical Requirements and Operating System Configuration Guide i

Contents

1 Getting started 7New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10About Contact Center - Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2 Server requirements 23Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

3 Installing and configuring the operating system 43Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . 58Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4 Server hardware installation 71Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . . 76Connect the modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

5 Optional system components 79Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

ii Contact Center Manager Server

Contents Standard 7.03

6 Other configuration tasks 87Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 88What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Index 93

Technical Requirements and Operating System Configuration Guide 7

C h a p t e r 1

Getting started

In this chapterNew in this release 8

Overview 10

About Contact Center - Release 6.0 11

Skills you need 16

Related documents 17

How to get help 21

8 Contact Center Manager Server

Getting started Standard 7.03

New in this release

The following sections detail what is new in the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide (297-2183-212) for release 7.03.

“Features” on page 8

“Other changes” on page 8

Features

See the following sections for information about feature changes:

“Organizational information” on page 8

Organizational informationThis guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:

“Server requirements” on page 23

“Installing and configuring the operating system” on page 43

“Server hardware installation” on page 71

“Optional system components” on page 79

“Other configuration tasks” on page 87

Other changes

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

“Update to server guidelines” on page 9


July 2007 Getting started

Update to server guidelines The section Server guidelines was updated to include the CPU information that dual- and quad-CPU machines are supported with or without Hyperthreading enabled.



Overview

This guide describes the prerequisites required for installing Nortel Contact Center Manager Server.

The Technical Requirements and Operating System Configuration Guide provides information and procedures to help you complete the following tasks:

Install and configure Windows Server 2003.

Understand the hardware requirements for Nortel Contact Center Manager Server.

Who should read this guide

This guide is intended for:

Nortel installers and distributors who are responsible for installing and maintaining Contact Center - Release 6.0, or upgrading from an earlier release of Symposium Call Center Server software to Contact Center Manager Server

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

Access rights

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



About Contact Center - Release 6.0

Contact Center - Release 6.0 provides a contact center solution for varied and changing business requirements by offering a suite of applications that includes:

call processing

agent handling

management and reporting

networking

third-party application interfaces

In addition to Contact Center - Release 6.0 components, the contact center requires a switch for telephony services and voice network connectivity, and an optional front-end IVR system for voice processing capabilities.

Components

Contact Center Manager Server uses a client/server architecture, with functionality distributed among various components. The major components of Contact Center Manager Server include:

The server computer—responsible for functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server computer runs under Windows Server 2003 (Enterprise or Standard).

Contact Center Manager Administration—a server where the software for configuring Contact Center Manager Server and monitoring contact center performance is installed. Administrators use the web-based client interface to configure the web-based client/server application installed on the Contact Center Manager Administration server.

The License Manager—software that provides access to features within Contact Center 6.0. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.

The switch—provides telephony services and voice network connectivity.



Architecture

There are two types of architecture: installation architecture and licensing architecture. Installation architecture consists of stand-alone and co-resident installation. Licensing architecture consists of nodal and corporate licensing.

Nodal and corporate packagesNodal license – When only one occurrence of each product is in the network. Products are installed either as stand-alone or co-resident.

Corporate license – Where more than one occurrence of any product is in the network. Products are installed either as stand-alone or co-resident.

The following diagram illustrates a nodal co-resident Contact Center Manager Server system with License Manager, Contact Center Manager Administration, and Communication Control Toolkit.



Supported switches

Contact Center Manager Server supports the following switches:

Nortel Communication Server 1000/Meridian 1 PBX

Nortel Communication Server 2x00/DMS

SIP-initiated family of compatible switches

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Network components

The following major components make up the Contact Center Manager network.

Contact Center Manager AdministrationContact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same machine as Contact Center Manager Server, or on a separate networked machine.

Network arrangementsAll servers must be connected to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interface with the servers also connect to this LAN.

A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch.

The Contact Center Manager Server now requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second-NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration.



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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 should have the following experience or knowledge:

Client/server architecture

LAN/WAN networking

network security and management

Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges

Partitioning server hard drives and booting servers from CD or disk

Internet Protocols (IP)

performance management

troubleshooting



Related documents

The following guides are available on the Contact Center portfolio DVD or on the Nortel web site (www.nortel.com).

For information about Refer to NTP number

Planning and engineering guidelines, and server requirements

Nortel Contact Center Manager Planning and Engineering Guide

297-2183-934

Nortel Contact Center Manager CapTool User’s Guide

297-2183-935

Server requirements Nortel Contact Center Server and Operating System Requirements Guide

297-2183-263

The Contact Center portfolio

Nortel Contact Center What is New in Release 6.0

297-2183-903

Required installation and server data

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

297-2183-226

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

297-2183-931

Nortel Contact Center – Manager Switch Guide for Communication Server 2X00/DMS

297-2183-937

Nortel SIP Contact Center Switch Configuration Guide

297-2183-962

Server operating system configuration and requirements

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

297-2183-212



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

297-2183-944

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

297-2183-213

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

297-2183-215

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

297-2183-214

Nortel Contact Center 6.0 Security Guide

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




Installation, upgrades, migration, and maintenance

Nortel Contact Center Manager Server Installation and Maintenance Guide

297-2183-925

Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server

297-2183-218

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

297-2183-219

Nortel Contact Center Manager Administration Installation and Maintenance Guide

297-2183-926

Nortel Communication Control Toolkit Installation and Maintenance Guide

297-2183-946

Nortel Contact Center Multimedia Installation and Maintenance Guide

297-2183-929

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

297-2183-227

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

297-2183-930

Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS

297-2183-936

Nortel Contact Center Manager Database Integration User Guide

297-2183-940




Networked contact center

Nortel Contact Center Manager Network Control Center Administrator’s Guide

297-2183-932

Administering contact centers

Nortel Contact Center Manager Administrator’s Guide

297-2183-927

Supervising contact centers

Nortel Contact Center Manager Supervisor’s Guide

297-2183-928

Nortel Contact Center Historical Reporting and Data Dictionary

297-2183-914

Handling contacts Nortel Contact Center Agent Desktop User Guide

297-2183-945




How to get help

This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.

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:

Getting help from the Nortel web site

The best way to get technical support for Nortel products is the Nortel 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 and related tools

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Support web site and Nortel Knowledge Base for answers to technical issues

open and manage technical support cases

Link to Takes you directly to

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

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

http://www.nortel.com/espl

http://www.nortel.com/helmsman

http://www.nortel.com/support



Getting help over the phone from a Nortel Solutions Center

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

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

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

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to:

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.

http://www.nortel.com/callus

http://www.nortel.com/erc


C h a p t e r 2

Server requirements

In this chapterOverview 24

Server hardware requirements 25

Disk partitioning requirements 31

Server software requirements 34

Server port usage 36

Optional servers 39

Contact Center Manager Server security 41


Server requirements Standard 7.03

Overview

This chapter provides guidelines for preparing your server for installing Contact Center Manager Server (standalone), and shows you how to install the necessary hardware for Contact Center Manager Server.

Note: If you are installing a coresident server, refer to the Contact Center Manager Server Coresident Technical Requirements and Operating System Guide for the coresident server.

Assumptions

This chapter assumes the following:

Your hardware platform is on the Windows Server 2003 compatibility list.

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

The Nortel server subnet is installed and operational.

The ELAN subnet is installed and operational (optional).


July 2007 Server requirements

Server hardware requirements

This section provides an overview of the hardware requirements for Contact Center Manager Server.

The customer-supplied server must meet the minimum requirements described in this section.

Note: Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, available from the Partner Information Center web site (www.nortel.com/pic).

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

Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.

For more information on Stratus, go to www.stratus.com. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.

For more information on Stratus, go to www.stratus.com.



The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only).

ATTENTION Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space.

The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic).

You must understand the limitations of using the minimum and recommended server specifications listed in the following table.

Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements.

Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.



Hardware item See Note 1.

Supported minimum

Recommended minimum Additional information

Configuration Voice Only Configuration

This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.

Size: < 600 agents, <12,000 calls per hour (CPH)

License Manager: Yes

Open Queue: No

Universal Networking: No

Multimedia/Outbound/Universal Networking

This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:

Size: < 600 agents, <12,000 CPH

License Manager: Yes

Open Queue: Yes

Universal Networking: Yes

Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.



CPU Intel-based CPU, Xeon 2 GHz

Intel-based CPU, dual Xeon 2.8 GHz.

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

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

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

RAM 1 GB 2 GB Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.

Hard disk space

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

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

RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.

Hard disk partitioning

See “Disk partitioning requirements” on page 31 for this information.

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


Supported minimum




Hard disk speed

7200 RPM > 7200 RPM

Floppy drive one floppy drive one floppy drive Drive letter must be A.

DVD ROM one DVD ROM drive one DVD ROM drive Drive letter must be E.

Minimum speed is 4X.

Serial portSee Note 2.

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

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

Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity

Parallel port not required not required

Network interface

one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.

for legacy isolated ELAN subnet, two network interface cards required

(Network Control Center only requires one network interface card)

one network interface card

(Network Control Center only requires one network interface card)

ELAN subnet must be 10/100 Mb/s Ethernet.

The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.

Only Ethernet supported. Token Ring ring not supported.


Supported minimum




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

Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.

Video card one video card and monitor

one video card and monitor

800 x 600 pixels minimum resolution

Keyboard one keyboard one keyboard

Mouse one mouse one mouse

Modem one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.

Backup/Restore

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

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

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


Supported minimum




Disk partitioning requirements

This section shows you how to partition your standalone Contact Center Manager Server.

The minimum partition sizes are based on the following:

1 KB = 1024 bytes

1 MB = 1024KB = 1,048,576 bytes

1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes

The actual requirements for a contact center will vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center web site (www.nortel.com/pic).

Note: If the existing Symposium Call Center Server 5.0 C: partition size is less than 12 GB (standalone), you must rebuild the platform to increase the partition size to the supported size and reinstall the OS or perform a platform migration before you can upgrade to Contact Center Manager Server.

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

Note: Database partitions must not exceed 32 GB.



Partitioning requirements

The following table lists the disk partitioning requirements for a stand-alone installation.

Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).

Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.

The maximum number of 32 GB database partitions is four.

Drive letter

Minimum size

Recommended size

Maximum size Notes

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

C 12 GB 16 GB Limited only by the operating system

NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.

D 8 GB 16 GB Limited only by the operating system

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

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

Contact Center Manager Server is installed here.

This is the location of the trace logs.

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

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



All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).

Maximum database size is 128 GB (4 x 32 GB).

There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.

If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.

Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.



Server software requirements

The following requirements apply to the software used with the Contact Center Manager Server installation.

Operating system requirements

The following table provides operating system compatibly for a standalone installation.

Note 1: The 64-bit version is not supported.

Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.

Operating system International versions supported Minimum service pack

Windows Server 2003 Release 2, Standard Edition, 32-bit

See Note 1

English

Japanese

Traditional Chinese

See Note 2

Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.

Windows 2003 Server Release 2, Enterprise Edition, 32-bit

See Note 1

English

Japanese

Traditional Chinese

See Note 2

Windows 2003 Server Datacenter Edition

Not supported N/A

Windows 2003 Server Web Edition

Not supported N/A



Preinstallion check

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

Note: The Pre-installation Compliancy Checker utility does not check all of the requirements for platform vendor independence. Make sure that the server meets all requirements. For more information, refer to the Nortel Contact Center Manager Planning and Engineering Guide.

pcAnywhere

Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.



Server port usage

The following table provides the listener ports that Contact Center Manager Server uses.

The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port 53.

Contact Center Manager Server Port number Network interface Functionality

135 Nortel server subnet Microsoft Windows RPC Locator Service

137 Nortel server subnet NetBIOS Name Service

138 Nortel server subnet Microsoft NetBios Datagram Service

139 Nortel server subnet NetBIOS Session Service

161 Nortel server subnet SNMP (required if SNMP NMS is connected)

162 Nortel server subnet SNMP traps (required if SNMP NMS is connected)

530 Nortel server subnet Microsoft Windows RPC Courier Service

1024–65535 Nortel server subnet The range of ports that can be used by the RPC dynamic ports

Note: Contact Center Manager Server uses other hardcoded ports internally.



2500 ELAN subnet ICM

Note: Not applicable to SIP.

3000 Nortel server subnet MLS (Enterprise Solution Link Services)


3150 ELAN subnet CallPilot Integration




5000–5003 Nortel server subnet Contact Center Manager Server Database

5004 Nortel server subnet Sybase XP Server

5010 Nortel server subnet Sybase Replication Server

5631 Nortel server subnet pcAnywhere 11.5 (can be changed in preferences)

5632 Nortel server subnet pcAnywhere 11.5 (can be changed in preferences)

060 NSS SIP

8888 ELAN subnet AML



Default port 31200 DB Replication Listener Port

TBA Report Listener TBA

Contact Center Manager Server Port number Network interface Functionality



Contact Center Manager Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port 10000, which is a hardcoded port used to enable interoperability between Symposium applications and external third-party applications (applications developed using the RTD API).

Any third-party application installed on the Contact Center Manager Server must not use any of the ports listed in the following table as it can cause the Contact Center Manager Server application to malfunction.

The following table shows the ports that Contact Center Manager Server uses:

Contact Center Manager Server Port number Functionality

3500 Communication Server 2x00/DMS

1550 HDX CAPI

TCP 4422 HDX NameService

12668–12670 TraceControl

10001–10082 Networking

10000 Hardcoded Toolkit Name Service

3998 License Manager destination port This is the first of ten consecutive ports required for license management.

3999–4007 License Manager client source port

3389 Remote Desktop Connection for support purposes.

5060 MCS5100 or SIP Proxy



Optional servers

This section contains information about optional server.

Network Control Center server

When Contact Center Manager Server sites are connected together in a Wide Area Network (WAN), they require a central, non-call-processing computer to control the network. This computer is known as the Network Control Center (NCC) server. All servers in Contact Center Manager Server are connected to the NCC server, which may be in the same physical location as one of the servers in the network.

This document explains how to configure a server machine running Windows Server 2003 (Enterprise or Standard) for Contact Center Manager Server.

Note: If you are configuring an NCC server, you can use the same procedures in this guide to install and configure Windows Server 2003 on the NCC server. However, the NCC server does not have an Embedded LAN (ELAN) card installed. Ignore all references to ELAN installation and configuration in the installation procedure.

Standby Server

The Nortel Standby Server feature supports a “warm standby” configuration that allows a backup server (Standby Server) to run your call center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server in exactly the same way as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the switch.

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



Server Utility

Use the Server Utility to create and monitor the server activity, and perform other tasks not found in the Contact Center Manager Administration application. The Server Utility consists of the following components:

User Administration

System Administration

PC Event Browser

Provider

Service Monitor

For more information about Server Utility, refer to the Server Utility Help.

You can also install a standalone Server Utility on the following operating systems:

Windows 2000 Server or Windows Server 2003

Windows 2000 Professional

Windows XP



Contact Center Manager Server security

This section provides an overview of security on the Contact Center Manager Server.

Server security

Perform the following tasks to make sure your Contact Center Manager Server is secure:

Apply Microsoft security on a timely basis.

Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.

Ensure all services providing a network interface (such as the CTI service provider) are running using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.

Disable all non-essential network services.

Network security

Network security is handled differently depending on the interface in question, as described in the following table:

Interface Network Security Mechanism

CTI API The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.

AML (M1) No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.



Symposium Link (M1)

No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.

Overhead, Administration, and Maintenance

Provided by PC Anywhere over a virtual private network (VPN).

Interface Network Security Mechanism


C h a p t e r 3

Installing and configuring the operating system


Installing Windows Server 2003 45

Configuring Windows Server 2003 (if it is already installed) 58

Configuring Data Execution Prevention 68


Installing and configuring the operating system Standard 7.03

Overview

The operating system must reside on drive C:\ of your server with a minimum size of 12 GB. The recommended size is 16 GB.

Follow the checklists in this section to perform on of the following tasks:

If you are installing a new copy of the operating system, refer to section “Performing a new installation of Windows Server 2003” on page 46.

If you are configuring an existing installation, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 58.

Services required for Contact Center Manager Server

Contact Center Manager Server runs on the Windows Components installed by default in Windows Server 2003 as a stand-alone server, with the following exceptions:

The Simple Network Management Protocol (SNMP) service must be installed on your server. This allows you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.

The Internet Information Service (IIS) must not be installed. If it is installed, it will degrade the server’s performance. If service is installed, you must remove it while installing or configuring the operating system.

Do not install any additional services on your server that are not installed by default or listed above.


July 2007 Installing and configuring the operating system

Installing Windows Server 2003

Install the latest Windows Server 2003 service pack that has been validated with Contact Center Manager Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (Available on the Partner Information Center web site).

Before you begin

1. Complete the Pre-Installation tab of the Installer’s Roadmap (available on www.norte.com/pic).

2. Verify all of the IP addresses and host names.

3. Verify that the IP addresses and host names are unique within the network.

4. If your server uses RAID, make sure that the RAID configuration is set up according to the manufacturer’s instructions.

5. Obtain a CD-ROM containing Windows Server 2003. You may also require boot disks.

6. Start the installation of Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for Windows Server 2003. It must reside on the C drive of your server on an NTFS partition with a minimum size of 12 GB. The recommended size is 16 GB.

ATTENTION! Other versions of the Windows Server operating system software are not supported.



7. Setup Wizard copies the Windows Server 2003 files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears.

Performing a new installation of Windows Server 2003

Use the following checklist to perform a new installation of Windows Server 2003.

.

CAUTION

Risk of installation failureIf your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation.

Install Windows Server 2003

Step Details ✔

1 Set up your RAID configuration.

If your server uses RAID, ensure the RAID configuration is set up according to the manufacturer’s instructions.

2 Obtain the Windows Server 2003 CD-ROM.

Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition).

Note: Do not use Windows Server 2003 Datacenter or Web editions.



3 Start the Windows Server 2003 installation.

Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for the operating system. This partition must reside on drive C:\ of your server on an NTFS partition.

Setup copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears.

4 Complete the Windows Server 2003 Setup wizard.

Use the following guidelines in this table to complete the Windows Server 2003 Setup wizard.

Regional Settings window

Complete this window as required for your site.

Personalize Your Software window


Licensing Modes window

Nortel recommends that you use the Per server licensing mode and that you have a minimum of five concurrent connections. This is the default.


Step Details ✔



Computer Name and Administrator Password window

Enter the computer name and administrator password.

Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or underscores are allowed).

If you change the computer name of Contact Center Manager Server during the upgrade, you must reconfigure all of your other Contact Center components with the new computer name:

Contact Center Manager Administration

Contact Center Multimedia

Communication Control Toolkit

You must also ensure that the new computer name and DNS host name match, and that all third-party applications that require a computer name, use the new Contact Center Manager Server name.

Date and Time Settings window

Complete this window as required for your site. Ensure the correct time zone is set for the server.

For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:

If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.

If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.

If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.


Step Details ✔



Modem Dialing Information window


Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.

Networking Settings window

After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.


Step Details ✔



Networking Components window

Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards.

Networking components selectionAfter detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:

Client for Microsoft NetworksFile and Printer Sharing for Microsoft NetworksInternet Protocol (TCP/IP)

Configuring TCP/IP parameters for Nortel server subnet and ELAN cardsComplete the following steps for each card that the Setup wizard detects on your server.

1 Click Internet Protocol (TCP/IP), and then click Properties.

2 In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.

Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.

3 From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.


Step Details ✔



Workgroup or Computer Domain window

Adding computer to a workgroup1 Select No, this computer is not on a network, or is on a

network without a domain.

2 In the Workgroup or computer domain box, type the workgroup name.

You can add the server to a domain, after you install Contact Center Manager Server.

5 Log on to Windows Server 2003.

After the Windows Server 2003 Setup wizard installation of the operating system is complete, you must configure the operating system before installing Contact Center Manager Server. Remove the CD-ROM.

When you log onto Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality.

TIP:

Check Don’t display this screen on startup.


Step Details ✔



6 Add or Remove Programs.

Use Add or Remove Programs to configure your Windows Server 2003 operating system.

Using Add or Remove Programs

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

2 Double-click Add or Remove Programs.

3 Click Add or Remove Windows Components to view a list of the installed components.

4 IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to uncheck IIS on the components list.

5 Select Management and Monitoring Tools, and then click Details.

6 Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.

7 Click OK to return to the Add or Remove Windows Components property page.


Step Details ✔



7 Check the virtual memory settings.

Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.

Verifying the virtual memory on the server

1 From the Start menu, choose All Programs > Control Panel.

2 Click System.

3 On the General tab, take note of the RAM size.

4 Click the Advanced tab, and then click Performance Settings.

5 Click the Advanced tab again.

6 Click Change to view and make changes to the virtual memory settings.

7 Restart the server if prompted.

Note: For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5 * RAM.

If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:

Multiple paging files are distributed over separate disks

The paging file is not located on drive C

Physical RAM size is larger than 2 GB

Due to the limitations presented by large paging files, Nortel recommends the following:

Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB

Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions


Step Details ✔



8 Check the binding order for the Nortel server subnet and ELAN cards.

You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.

Configuring the bindings order of the network interface cards


2 Double-click Network Connections.

3 Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.

4 In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.

9 Check the serial port configuration.

Use the Windows Device Manager to check that the required serial ports exist. You require COM1 to provide remote support, unless you are using the USB port or VPN for remote access. Also, you require COM2 for Symposium Voice Services on Meridian Mail.

Checking the required serial ports


2 Click System, and then click the Hardware tab.

3 Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.

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

If a required port does not exist:

1 Ensure that the port is installed.

2 Go to the BIOS and correct the address of the missing port.


Step Details ✔



10 Format all disk drives.

Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.

Note:

If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.

If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.

Ensuring the disk drives are formatted correctly

1 From the Start menu, choose All Programs > Administrative Tools > Computer Management.

2 Under Storage, click Disk Management to view and change disk partitioning.

3 The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:


Step Details ✔



a. Right-click each disk that you want to configure.b. On the resulting menu, click Create Partition.c. Follow the prompts in the Create Partition Wizard to

create an extended partition for each disk.d. When you have created the extended partitions, you

must create the logical drives by specifying their size and drive letters. Right-click each disk.

e. On the pop-up menu, click Create Logical Drive.f. Follow the prompts in the Create Partition Wizard to

create logical drives for each disk.

Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.

11 Install any additional drivers required for your hardware configuration.

If your server requires any additional drivers for your hardware configuration, install them.

12 Test the network connection.

Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.

13 Install the Windows Server 2003 service pack.

Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).


Step Details ✔



14 Install the Internet Group Management Protocol patch from Microsoft.

After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.

To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed on the Microsoft Web site (www.microsoft.com).

Note: If your version of Windows Server 2003 requires this patch, but you do not install it, your server will not reliably receive multicast data from the server in Contact Center Manager Server.


Step Details ✔



Configuring Windows Server 2003 (if it is already installed)

Follow this checklist to configure your previously installed version of Windows Server 2003.

Configuring Windows Server 2003 (already installed)

Step Details ✔

1 Change the Administrator password.

To ensure server security, change the default Administrator password for Windows as soon as possible.

2 Check the licensing mode.

Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting.


2 Double-click Licensing to view and change the licensing mode.



3 Check the virtual memory settings.

Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.

Verifying the virtual memory on the server

1 From the Start menu, choose All Programs > Control Panel.

2 Click System.

3 On the General tab, take note of the RAM size.

4 Click the Advanced tab, and then click Performance Settings.

5 Click the Advanced tab again.

6 Click Change to view and make changes to the virtual memory settings.

7 Restart the server if prompted.

If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:

Multiple paging files are distributed over separate disks

The paging file is not located on drive C

Physical RAM size is larger than 2 GB

Due to the limitations presented by large paging files, Nortel recommends the following:

Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB.

Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions.


Step Details ✔



4 Date and Time Settings.

Complete this window as required for your site. Ensure the correct time zone is set for the server.

For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:

If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.

If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.

If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.

5 Check the computer name.

Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic).

Tip:


2 Double-click System, and then click the Network Identification tab.

3 To make changes, click Properties.

Note: Make sure that the Windows computer name and TCP/IP DNS host name are identical, including uppercase and lowercase letters.

6 Check the workgroup name.

Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap.

Note: If you are adding your computer to an existing domain, add the server to your domain only after you have installed the Contact Center Manager Server application. For details, please refer to The Contact Center Manager Server Installation and Maintenance Guide.


Step Details ✔



7 Check the bindings order for the Nortel server subnet and ELAN subnet cards

You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.

Configuring the bindings order of the network interface cards


2 Double-click Network Connections.

3 Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.

4 In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.

If the server uses a single network interface card (NIC), ensure that only one NIC is enabled. If the server uses dual NIC configuration, ensure that there are only two NICs enabled. All of the other NICs must be disabled and do not have IP addresses assigned to them.


Step Details ✔



Networking Components window

Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN subnet network interface cards.

Note: If you are installing Windows Server 2003 Release 2, do not install or configure the optional components provided on CD 2 of the Windows Server 2003 Release 2 installation CDs.

Networking components selection

After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deselect any of these default networking components:

Client for Microsoft Networks

File and Printer Sharing for Microsoft Networks

Internet Protocol (TCP/IP)


Step Details ✔



Networking Components window (continued)

TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)

Complete the following steps for each card that the Setup wizard detects on your server:

1 Click Internet Protocol (TCP/IP), and then click Properties.

2 In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.

Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.

1 From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.

8 Log on to Windows Server 2003.

After the Windows Server 2003 Setup wizard completes the installation of the operating system, you must configure the operating system before installing Contact Center Manager Server. Remove the DVD-ROM.

When logging on to Windows Server 2003 for the first time, the Windows 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality.

TIP:

Check the Don’t display this page at logon checkbox.


Step Details ✔



9 Add or Remove Programs.

Use Add or Remove Programs to configure your Windows Server 2003 operating system.

Using Add or Remove Programs


2 Double-click Add or Remove Programs.

3 Click Add or Remove Windows Components to view a list of the installed components.

4 IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to clear IIS on the components list.

5 Select Management and Monitoring Tools, and then click Details.

6 Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.

7 Click OK to return to the Add or Remove Windows Components property page.

10 Check the serial port configuration.

Use the Windows Device Manager to check that the required serial ports exist. You require COM1 to provide remote support, unless you are using the USB port or VPN for remote access. Also, you require COM2 for Symposium Voice Services on Meridian Mail.

Checking the required serial ports


2 Click System, and then click the Hardware tab.

3 Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.

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

If a required port does not exist:

1 Ensure that the port is installed.

2 Go to the BIOS and correct the address of the missing port.


Step Details ✔



11 Format all disk drives.

Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.

Note:

If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.

If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.

Ensuring the disk drives are formatted correctly

1 From the Start menu, choose All Programs > Administrative Tools > Computer Management.

2 Under Storage, click Disk Management to view and change disk partitioning.

3 The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:


Step Details ✔



Format all disk drives (continued).

a. Right-click each disk that you want to configure.b. On the resulting menu, click Create Partition.c. Follow the prompts in the Create Partition Wizard to

create an extended partition for each disk.d. When you have created the extended partitions, you

must create the logical drives by specifying their size and drive letters. Right-click each disk.

e. On the pop-up menu, click Create Logical Drive.f. Follow the prompts in the Create Partition Wizard to

create logical drives for each disk.

Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.

12 Install any additional drivers required for your hardware configuration.

If your server requires any additional drivers for your hardware configuration, install them.

13 Test the network connection.

Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.

14 Install the Windows Server 2003 service pack and any Nortel-approved hotfixes.

Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).


Step Details ✔



15 Update the emergency repair disk.

Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).

TIP

1 From the Start menu, choose All Programs > Accessories > System Tools > Backup.

2 Follow the on-screen instructions to select what you want to back up.


Step Details ✔



Configuring Data Execution Prevention

Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration.

Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software.

In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.

Configuring Data Execution Prevention (DEP) on Contact Center Manager Administration

Note: Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.

1 Log on to Windows as Administrator.

2 Click Start > Control Panel > System.



Result: The System Properties window opens.

3 Click the Advanced tab.

4 In the Performance section of the window, click Settings.



Result: The Performance Options window opens.

5 In the Performance Options window, click the Data Execution Prevention tab.

Result: The Data Execution Prevention tab opens.

6 On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.

7 Click OK.

Result: A warning window appears notifying you that you must restart the computer for changes to take effect.

8 Click OK.

Result: The System Properties window reappears.

9 Click OK to exit the System Properties window.

10 Restart the server to activate the change to the Data Execution Prevention settings.


C h a p t e r 4

Server hardware installation


Connect the Nortel server subnet 73

Connect the ELAN subnet (optional) 75

Connect Meridian Mail with a serial port (if required) 76

Connect the modem 77


Server hardware installation Standard 7.03

Overview

This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations.

Note: When you use a single network interface card (NIC) configuration with Contact Center Manager Server, or when you move from a dual NIC to a single NIC, you must add a new route in LD 117 for the router between the switch subnet and the managed server subnet in the switch. You must also enable this route in LD 117. For more information refer to the Contact Center Meridian 1, Communication Server 1000, and Voice Processing Guide.

The following external connections are required for Contact Center Manager Server:

a network connection to the Communication Server 1000/Meridian 1 PBX or Communication Server 2x00/DMS switch

a network connection to the Contact Center Manager Server Release 6.0 client

a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)

a serial connection to a modem for remote support. (You can also use a USB modem connected to a USB port)

This section provides information about

connecting the ELAN subnet

connecting the Nortel server subnet

installing the software feature key adapter

connecting Meridian Mail with a serial port (if you are using Meridian Mail)

connecting the modem


July 2007 Server hardware installation

Connect the Nortel server subnet

A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN.

Note: You only require one network interface card for Contact Center Manager Server; however, if you are planing to use two network interface cards in your configuration, you must configure the bindings order of the network interface cards so that the Nortel server subnet network interface card comes first, then the ELAN network interface card, and then the virtual adapters for remote access.

Two network cards

If you use two NIC cards in your Contact Center Manager Server, you must disable NetBIOS on one or both of the NIC cards. Nortel recommends that you disable NetBIOS on the non- Nortel server subnet card.

Disabling NetBIOS

1 From the Start menu, choose Control Panel > Network Connections, and then select the appropriate network connection.

2 Click Properties.

3 Select Internet Protocol (TCP/IP), and then click Properties.

4 Click Advanced.

5 Click the WINS tab.

6 Select the Disable NetBIOS over TCP/IP check box.

7 Click OK.

Connecting the Nortel server subnet

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

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



3 Connect the cable from the Nortel server subnet to the Nortel server subnet network interface card in the server in accordance with customer site networking guidelines.



Connect the ELAN subnet (optional)

You must configure the ELAN subnet if you are using two network interface cards. You are not required to configure an ELAN subnet for Contact Center Manager Server.

Connecting the ELAN subnet

1 Locate the slot assigned to the ELAN network interface card for the server. Make a note of the slot.

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

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

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

5 Plug in the power cord for the hub.



Connect Meridian Mail with a serial port (if required)

The following external connections are required for Contact Center Manager Server:

a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)

This section provides information about connecting Meridian Mail with a serial port (if you are using Meridian Mail).

If you are using Access Link for Meridian Mail, to provide voice processing or IVR services, you must connect the server to Meridian Mail.

Connecting to Meridian Mail with a serial port (COM2)

1 Ensure that COM2 is set to 9600 bps.

a. From Control Panel, choose System.

b. Click the Hardware tab, and then click Device Manager.

c. Choose Ports (COM & LPT).

d. Right-click Communications Port (COM2), and then choose Properties.

e. Select the Port Settings tab.

2 Ensure there are no resource conflicts.

3 Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server.

Note: The connection to Meridian Mail is complete.



Connect the modem

An external modem connected to a serial port on the server provides connectivity for technical support personnel. Use this procedure to connect the modem. The modem must have a minimum capability of 56 kbits/sec and be compatible with the US Robotics Sportster 56 modem.

Connect the modem (USB)

An external modem connected to an USB port on the server provides connectivity for technical support personnel. Use this procedure to connect the USB modem.

Read the installation instructions supplied by the modem manufacturer.

Installing the modem (USB)

1 Ensure that the AC cord of the modem is not plugged in.

2 Connect the large 25-pin male connector to the back of the modem.Tighten the connector screws.

3 Connect the 9-pin female connector to COM1 at the rear of the server. Tighten the connector screws.

4 Check that the modem switches are set as follows:

Note: The following table shows switch settings for the US Robotics Sportster 33.6 modem. Use these settings as a guide to the features required if you are installing a different type of modem.

Switch position

Up(OFF)

Down(ON) Feature/Function

1 OFF Normal DTR operation (The computer must provide a DTR signal for the modem to accept commands. Dropping DTR terminates a call.)

Modem ignores DTR (override)



5 Connect one end of the telephone cable to the modem RJ-11 jack labeled LINE.

6 Connect the other end of the telephone cable to the RJ-11 jack in the wall.

7 Connect the power cord to the modem, and plug the other end into a wall receptacle or power bar.

8 Turn on the modem.

2 OFF Verbal (word) results

Numeric results

3 Suppresses results codes

ON Enables results codes

4 Echoes keyboard commands

ON Suppresses echo of keyboard commands

5 Modem answers on first ring, or higher if specified in NVRAM

ON Disables auto answer

6 OFF Modem sends Carrier Detect when it connects with another modem; drops Carrier Detect on disconnect

Carrier Detect is always on (override)

7 OFF Loads Y or Y1 configuration from user-defined nonvolatile memory (NVRAM)

Loads and F0-Generic template from read-only memory (ROM)

8 Disables command recognition (dumb mode)

ON Enables command recognition (smart mode)

Switch position

Up(OFF)

Down(ON) Feature/Function


C h a p t e r 5

Optional system components

In this chapterRedundant array of independent disks 80

Third-party software on the server 81


Optional system components Standard 7.03

Redundant array of independent disks

The following components are essential to perform diagnostics, installation, and maintenance procedures:

Windows Server 2003 (Enterprise or Standard) CD-ROM

manufacturer’s RAID controller driver disk, if a RAID controller is used

manufacturer’s diagnostics software

(optional) blank backup tape for execution of tape diagnostics

manufacturer’s documentation for installing, maintaining, and troubleshooting the platform and peripherals

For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. With the RAID controller, you can configure your linked drives into a RAID subsystem.

Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives duplicating the storage of data. There is no striping. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides the best performance and the best fault-tolerance in a multi-user system, but at a higher cost.

Note: RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can be overlapped. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. It is best for multi-user systems in which performance is not critical or which involve few write operations.

RAID implementation issues must be addressed by the RAID vendor. not used for booting.


July 2007 Optional system components

Third-party software on the server

Due to the mission-critical, real-time processing performed by Contact Center Manager Server, you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in the following section.

Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center Manager Server. The installation of application class third-party applications may cause a real-time system, such as Contact Center Manager Server, to operate outside of the known engineering limits and, therefore, create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on).

Certain third-party utility class software applications, such as hardware diagnostics, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, are permitted. Exceptions are utilities such as screen savers, which may cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the following generic guidelines, as well as a specific series of recommendations detailed in “Additional guidelines for use of antivirus software” on page 83.

Note: Nortel does not support connection to Contact Center Manager Server through a Citrix environment. However, you can now access Contact Center Manager Administration and Agent Desktop Displays through Citrix MetaFrame XPb environment.

The following third-party software is provided on the Nortel Contact Center DVD:

Symantec pcAnywhere 11.5

Crystal Enterprise 10 Embedded software

Sybase Open Client version 12.5



Guidelines for utility class software applications

The following are generic guidelines for utility-class software:

The utility must not reduce the hard disk space available to Contact Center Manager Server and the Windows Server 2003 operating system below the minimum required.

The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center Manager Server software (for example, it must not cause.DLL conflicts). If such conflicts occur, you may need to rebuild the server.

If the utility has its own database, it must not impact the Contact Center Manager Server Sybase database.

The utility must not interfere with Contact Center Manager Server services in any way. (For example, do not use third-party server management and monitoring utilities to shut down or restart Contact Center Manager Server services).

The utility must not administer the Contact Center Manager Server software.

The utility must not use ports that are reserved for Contact Center Manager Server.

During run time, the utility must not degrade the Contact Center Manager Server system beyond an average 50 percent CPU utilization.

Do not use disk compression utilities.

Do not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft.

Before putting the server into production, implementation personnel must test to ensure these conditions and recommendations are met. Nortel support personnel may ask for the results of the testing during fault diagnosis.

Note: If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer/distributor may be asked to remove third-party software.



Additional guidelines for use of third-party backup software

Contact Center Manager Server does not provide a full backup facility. You can use third-party backup software to create a full backup of your server. If you do, additional guidelines apply.

Note: Even if you create a full backup, you must continue to perform regular Contact Center Manager Server database backups. Due to the proprietary functions called during backup of the database, you must use the backup utility provided with Contact Center Manager Server to perform database backups.

Additional guidelines for use of antivirus software

The risk of virus infection on the server in Contact Center Manager Server is minimal due to the limited access required for support of the server. Typically, only maintenance personnel have local access to the servers or remote access through pcAnywhere connections. However, Nortel acknowledges that some customers’ security policies may require the installation of antivirus software on the server in Contact Center Manager Server.

Nortel has tested a representative sample of antivirus software packages (Norton Antivirus, McAfee NetShield, and Computer Associate eTrust) to determine the following generic guidelines for the use of antivirus software:

Install the antivirus software after installing Contact Center Manager Server. When the antivirus software is installed, it is the implementation personnel’s responsibility to perform testing with the antivirus software, in accordance with the guidelines for utility-class implementations outlined above. If, however, the antivirus software is already installed on the server computer as part of the customer’s corporate policy, ensure to disable the antivirus software when installing Contact Center Manager Server.

During patch installations, all antivirus functionality must be disabled (for example, firewalls, [passive] scanning, auto updates, and so on), and must not start up automatically until the entire Contact Center Manager Server installation procedure is complete. Reenable antivirus functionality afterwards, as required.

Virus scans must be set to run on the server during off-peak hours, and not to start on the hour.



Note: Several maintenance tasks are automatically activated on Contact Center Manager Server at midnight, so an off-midnight time must be ensured. Similarly, active virus scans must be disabled when running diagnostic traces or logs on the server.

The antivirus software must not be configured to deal automatically with suspected infected files. In the event of infected files being located, do not attempt to replace or remove them. Contact your local Nortel support representative for assistance in determining if the files are part of the Contact Center Manager Server application or critical system files.

For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled):

F:\Nortel\Database\

<additional database drive>:\Nortel\Database\

TSM_OAM log folder location

D:\Nortel\iccm\bin\data

D:\Nortel\iccm\data

D:\Nortel\iccm\sdm\log

OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs

D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning.

D:\Nortel\iccm\logs

D:\nortel\iccm\sgm\config\

D:\Nortel\Core\CMF\(current version of CMF)\ (for SIP installation)

D:\Program Files\Nortel Networks\MAS\ConfMP (for SIP installation)

D:\Program Files\Nortel Networks\MAS\CStore (for SIP installation)

D:\Program Files\Nortel Networks\MAS\IvrMP (for SIP installation)

D:\Program Files\Nortel Networks\MAS\MediaController (for SIP installation)

D:\Program Files\Nortel Networks\MAS\Mmc (for SIP installation)

Profile\(username)\Application Data\Nortel\Agent Desktop\Logs.

Simple Network Management Protocol (SNMP) alerting on virus confirmation (Nortel recommends that you do not activate SNMP alerting; you encounter file access errors in the Scan Activity log if you do not exclude the latter file from scanning.)



You must not connect Contact Center Manager Server directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use the Contact Center Manager Server client to connect to the Internet. Instead, you must download virus definitions and updated files to another location on the customer network, and manually load them on the Contact Center Manager Server. This is the same recommended procedure for downloading PEPs. This method limits access to the Internet, and thus reduces the risk of downloading infected files.

Nortel recommends that you scan all PEP files, DVD-ROMs, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.

Nortel has not tested SNMP alerting on virus confirmation, and is unable to ascertain any potential impact on the Contact Center Manager Server. Nortel does not recommend, therefore, that you activate this feature.

Virus scan software can place an additional load on the Contact Center Manager Server. It is the implementation personnel’s responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the Contact Center Manager Server average CPU utilization to exceed 50 percent for longer than 20 minutes, then the antivirus software must not be loaded onto the Contact Center Manager Server.

Notes:

Nortel does not provide support on the configuration of antivirus software, but it tries to offer guidance where possible. Questions or problems on antivirus software must be directed to the appropriate vendor.

The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel does not plan to perform ongoing compatibility testing, or testing on other antivirus packages.


C h a p t e r 6

Other configuration tasks

In this chapterEnsure the computer name and DNS host name match 88

What is next? 92


Other configuration tasks Standard 7.03

Ensure the computer name and DNS host name match

You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server database software.

A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names, and if necessary, change them.

Ensuring the computer name and DNS host name match

1 Once you have installed the operating system, log on to the server as Administrator.

2 From the Start menu, choose Control Panel, and then click the System icon.

Result: The System Properties window appears.


July 2007 Other configuration tasks

3 Click the Computer Name tab.

Result: The Computer Name information appears.

4 Write down the Full computer name exactly as it appears, including case.

Note: Ignore the period at the end of the Full computer name.

5 Click Change.

Result: The Computer Name Changes window appears.

6 Click More.

Result: The DNS Suffix and NetBIOS Computer Name window appears.



7 Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.

8 Perform one of the following tasks:

If the names match, close the windows you opened and continue with the configuration of the server.

If the names do not match, complete the following procedure.

Updating the computer name to match the DNS host name

Note: This procedure is a continuation of the previous procedure.

1 Write down the NetBIOS computer name exactly as it appears.

2 In the DNS Suffix and NetBIOS Computer Name window, click Cancel.

Result: The Computer Name Changes window appears.

3 In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK.

Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround:


July 2007 Other configuration tasks

a. Type any character at the end of the Computer name to enable the OK button.

b. Click OK.

c. When the system prompts you to restart, click OK, but do not restart the server.

Result: The System Properties window appears.

d. Click Change.

e. Delete the character at the end of the Computer name.

f. Click OK.

Result: The system prompts you to restart.

4 Click OK.

5 Click OK to close the System Properties window.

Result: The system prompts you to restart the server.

6 Click Yes.

7 When the system has restarted, log on to the server as Administrator.

Domain support

Do not add the server to the domain until you complete the Contact Center Manager Server installation. If your server is part of a domain, then remove the server, create a new user account with local admin privileges, and then log on with new user.



What is next?

You are now ready to install Contact Center Manager Server. For information about installing and upgrading Contact Center Manager Server, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide.


Index

Aantivirus software 81

guidelines 83application-class software 81architecture 12

Bbackups

guidelines for third-party 83

Cchecking before installing software 35CLAN

connecting 73setting TCP/IP parameters for 50

computer name 48matching with DNS host name 88

configuring Windows Server 2003 58connecting

Meridian Mail 76Contact Center Manager Server

switches supported by 13Contact Center Manager server

network interface cards 14coresident

architecture 12corporate licensing 12

DDate and Time Settings window 48daylight savings time 48, 60disk compression utilities on the Symposium

Call Center Server 82disk partitioning 31DNS host name

matching with computer name 88

EELAN

connecting 75setting TCP/IP parameters for 50, 62

ELAN subnet 29experience required 16extended partitions 31external connections required for Symposium

Call Center Server 76

Gguidelines

anti-virus software 83third-party backup software 83utility-class software 82

guidelines for installing utility-class software 82

Hhardware diagnostics on the Symposium Call

Center Server 81High Availability platforms 25

Iinfected files 84installing windows service packs 45

Kknowledge required 16


Index Standard 7.03

Llicensing

corporate and nodal 12Licensing Modes window 47Local Area Network (LAN) 14

Mmanagement utilities on the Symposium Call

Center Server 82memory tweaking utilities on the Symposium

Call Center Server 82Meridian Mail

connecting to a serial port 76Modem Dialing Information window 49monitoring utilities on the Symposium Call

Center Server 82

NNCC

setting time zone for 48, 60Network interface cards (NIC) 14Networking Components window 50, 62Networking Settings window 49nodal licensing 12Nortel server subnet 24

Ppartitioning disks 31Personalize Your Software window 47port usage 36preinstallation check 35primary partitions 31

RRegional Settings window 47, 60required experience 16requirements

anti-virus software 83

third-party backup software 83utility-class software 82

Sscreen savers on the Symposium Call Center

Server 81security 41server port usage 36Server Utility

introduction 40service packs for Windows 2003 45Session Initiation Protocol (SIP)

network interface information 14software

third-party allowed on the server 81standalone architecture 12Stratus 25switches

supported by Contact Center Manager Server 13

Symposium Call Center Serverexternal connections required for 76

TTCP/IP parameters

setting for CLAN 50setting for ELAN 50, 62

third-party software 81guidelines for utility class 82

time zone, setting for NCC server 48, 60

Uutility software, guidelines 82utility-class software 81

guidelines 82

Vvirtual memory

checking settings 53, 59


July 2007 Index

virus scans 83

WWindows 2003 Server Datacenter 34Windows 2003 Server Enterprise 34Windows 2003 Server Web 34Windows 2003 Standard 34workgroup name

adding 51Workgroup or Computer Domain window 51


Index Standard 7.03

Reader Response FormContact Center Manager Server Product release 6.0Technical Requirements and Operating SystemConfiguration Guide

Reader Response Form

Reader Response Form

Tell us about yourself:

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If you answered No to this question, please answer the following questions.

4. What chapters, sections, or procedures did you find hard to understand?

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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.

Nortel Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide

Nortel Networks

Mervue Business ParkGalway, Ireland

Copyright © 2007 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 Meridian 1 and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel 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.

Publication number: 297-2183-212

Product release: 6.0

Document release: Standard 7.03Date: July 2007

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

http://www.nortel.com/documentfeedback

CCMS Tech Requirements and OS Config

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