Migrating Symposium Webclient 4.5 platform from Windows 2000 to Windows 2003

Symposium Web ClientMigrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003

Product Release 4.5 Standard 2.0 March 2006

297-2183-211


Publication number: 297-2183-211

Product release: 4.5

Document release: Standard 2.0Date: March 2006

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Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 v

Standard 2.0

vi Symposium Web Client

Revision history

March 2006 Migrating Symposium Web Client 4.5 platform from Windows 2000 to 2003 Standard 2.0 is released. This version includes updates to Chapter 3 for correct procedures for DNS settings, and update to Chapter 5 to include procedures to reset iceAdmin password.

October 2005 Migrating Symposium Web Client 4.5 platform from Windows 2000 to 2003 Standard 1.0 is released.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 vii

Revision history Standard 2.0

viii Symposium Web Client

Contents

1 Getting Started 11Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2 Preparing for the migration 15Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . . 19

3 Preparing the source server for the migration 21Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed . 23Step 4. Perform a full backup of the source server. . . . . . . . . . . . . . . . . . . . . 24Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . . 26Step 6. Extract the AD Data Migration zip file onto the source server . . . . . 30Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . . 31Step 8. Clear routes from filtersets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

4 Preparing the target server for the migration 37Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . . 39Step 10. Ensure source server IP address is primary DNS server . . . . . . . . . 95Step 11. Connect source server and target server off-network . . . . . . . . . . . . 97Step 12. Add the target server into the source server domain . . . . . . . . . . . . 98Step 13. Log the target server on to the source server domain. . . . . . . . . . . 101Step 14. Extract the AD Data Migration zip file onto the target server . . . . 102

5 Migrating and restoring the data 103Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Step 15. Prepare the source server for the Active Directory transfer . . . . . . 107Step 16. Migrate the Active Directory data to the target server . . . . . . . . . . 109Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 114Step 18. Reset the new computer name of the target server . . . . . . . . . . . . . 120Step 19. Run the Symposium Web Client ChangeSOAPSrv utility. . . . . . . 125Step 20. Reset iceAdmin password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 ix

Contents Standard 2.0

Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 128Step 22. Reconnect to the customer LAN. . . . . . . . . . . . . . . . . . . . . . . . . . . 131Step 23. Restore the data files from the source server to the target server. . 132

6 Postmigration tasks 135Step 24. Configure Real-Time Reporting IP addresses on the target server 136Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 142Step 26. Recreate filtersets containing routes on the target server . . . . . . . . 144Step 27. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Step 28. Perform a full backup of the target server . . . . . . . . . . . . . . . . . . . 146Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

7 Troubleshooting 153Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Index 165

Glossary 171

x Symposium Web Client

C h a p t e r 1

Getting Started

In this chapter Overview 12

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 11

Getting Started Standard 2.0

Overview

Introduction

This book describes how to migrate from Symposium Web Client 4.5 SU05 (or later) on a Windows 2000 Server/Advanced Server platform (source server) to a Windows 2003 Server platform (target server). It is assumed that there is an existing Symposium Web Client 4.5 SU05 (or later), which is correctly configured and functioning on a Windows 2000 Server/Advanced Server (source server) platform, and that there is a second server (target server) available for an installation of Windows Server 2003 with Symposium Web Client 4.5 SU05 (or later).

The procedures in this book describe an off-network migration. This gives you the option of reusing the IP address of the source server, instead of having to obtain a new IP address.

Skills and privileges you need

Due to the complex nature of the procedure to migrate between platforms, it is essential that the person performing the migration has expertise in information technology and network administration.

You will require administrative privileges on the source server and the target server to perform some of the procedures in this guide.

Prerequisites for the migration

The migration procedure requires that you have two servers:

1. the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed

2. a second server with Windows Server 2003 and Symposium Web Client 4.5 SU05 (or later) installed

12 Symposium Web Client

March 2006 Getting Started

In order to successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:

Each server must have the same version of Symposium Web Client and the same service update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, then you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server.

The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain.

The source server and the target server must have different names.

The Winzip application must be installed on both the source server and the target server in order to extract the migration software.


Getting Started Standard 2.0


C h a p t e r 2

Preparing for the migration

In this chapterStep 1. Print data migration checklists 16

Step 2. Download the ADAM data migration software 19


Preparing for the migration Standard 2.0

Step 1. Print data migration checklists

Print the following checklists before starting the migration. These checklists will ensure that your servers are set up correctly and that all steps are performed.


March 2006 Preparing for the migration

Preparation checklist for Windows 2000 Server/Advanced Server (source server)

1 Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server. For details, see “Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed,” on page 23.

❏

2 Back up the Windows 2000 Server/Advanced Server (source server). For details, see “Step 4. Perform a full backup of the source server,” on page 24 and “Step 5. Back up migration data on the source server,” on page 26.

❏

3 Copy and extract the AD Data Migration zip file onto Windows 2000 Server/Advanced Server (source server). For details, see “Step 6. Extract the AD Data Migration zip file onto the source server,” on page 30.

❏

4 Ensure Domain Name Server (DNS) on Windows 2000 Server/Advanced Server (source server) is correctly configured. For details, see “Step 7. Ensure DNS is correctly configured on the source server,” on page 31.

❏

5 Migrate filtersets containing routes. For details, see “Step 8. Clear routes from filtersets,” on page 36.

❏

Preparation checklist for Windows Server 2003 (target server)

1 Install and configure Symposium Web Client 4.5 SU05 (or later) on the Windows Server 2003 (target server). For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

❏

2 Ensure DNS is configured correctly on Windows Server 2003 (target server). For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

❏



3 Add Windows Server 2003 (target server) into the Windows 2000 Server/Advanced Server (source server) domain. For details, see “Step 10. Ensure source server IP address is primary DNS server,” on page 95.

❏

4 Log the target server on to the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account. For details, see “Step 13. Log the target server on to the source server domain,” on page 101.

❏

5 Copy and extract the AD Data Migration zip file onto the Windows Server 2003 (target server). For details, see “Step 14. Extract the AD Data Migration zip file onto the target server,” on page 102.

❏

Preparation checklist for Windows Server 2003 (target server)


March 2006 Preparing for the migration

Step 2. Download the ADAM data migration software

In order to complete a platform migration of Symposium Web Client 4.5 from Windows 2000 Server/Advanced Server (source server) to a Windows Server 2003 (target server), you require ADAM data migration software. The software is available on ESPL (Enterprise Solutions PEP Library), formerly known as MPL (Meridian Patch Library).

You can download the software from www.nortel.com/espl.

To download the ADAM Migration software

The software can be found in the Web Client area on ESPL at the link entitled ADAM Data Migration Software.

Note: ESPL is available for distributors and certain COAM customers. To access ESPL, you must register at www.nortel.com/register. After registering, call 1-800-4-NORTEL to request access. All other customers seeking patch information must contact their distributor or a Nortel representative. For North American users, certification is required and can be obtained by attending the Advanced Patch Training course (I.D. 6916AEN).

1 Go to www.nortel.com/espl.

2 From the main menu, select Multimedia PEP Search.

3 Select Click Here.

4 In the ID (SU or PEP) text box, type AD to ADAM Migration Tool.

5 Click Search.

Result: The search returns one item matching the search parameter.

6 Click the AD to ADAM Migration hyperlink from the search results list.

Result: A new window opens containing all details for the AD to ADAM Migration Tool.

7 Scroll to the Attached Files section at the end of the page.

Result: There are two files located in the AD Data Migration.zip folder:



AD Data Migration.zip

Note: The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. The zip file contains two msi files called ADAM Migration Tool.msi and ADAMSchema.msi. This zip file needs to be extracted onto both the source server and the target server.

Migrating Symposium Web Client platform from Windows 2000 to Windows 2003.

8 Click on AD Data Migration.zip to download the required files to the directory of your choice on the source server and the target server.


C h a p t e r 3

Preparing the source server for the migration

In this chapterOverview 22

Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed 23

Step 4. Perform a full backup of the source server 24

Step 5. Back up migration data on the source server 26

Step 6. Extract the AD Data Migration zip file onto the source server 30

Step 7. Ensure DNS is correctly configured on the source server 31

Step 8. Clear routes from filtersets 36


Preparing the source server for the migration Standard 2.0

Overview

This chapter details the tasks required to prepare the Windows 2000 Server/Advanced Server (source server) for the migration.

Note: Nortel recommends that you print the checklists provided in step 1 to ensure that each task is completed.

To prepare the source server for the migration you must complete the following tasks:

Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server.

Back up the source server.

Copy and extract the AD Data Migration zip file onto the source server.

Configure DNS on the source server.

Clear routes from filtersets.


March 2006 Preparing the source server for the migration

Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed

Your source server must be an existing application server with Windows 2000 Server/Advanced Server and Symposium Web Client 4.5 SU05 (or later) installed.

The source server must be installed and configured according to instructions in the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.



Step 4. Perform a full backup of the source server

Introduction

Before performing the migration procedure or performing any significant upgrade of the application server, Nortel recommends that you make a complete backup of the entire Symposium Web Client application server, including Active Directory, using a proven third-party backup tool of your choice, or the Microsoft Windows 2000 Server backup method. A full backup of the source server allows regression of the source server back to its original state, if required.

During the backup procedure, you must ensure that no data is changed between the back up of Active Directory and the data files. Therefore, Nortel recommends that you perform backups during periods of low activity.

Performing a full backup of the Windows 2000 Server/Advanced Server (source server)

If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state.



For details on creating full backups of the application server, refer to Microsoft documentation or the documentation of the third-party backup tool of your choice.

.

CAUTION

Risk of loss of dataYou can use Backup to back up and restore data on either File Allocution Table (FAT) or NT File System (NTFS) volumes. However, if you have backed up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.



Step 5. Back up migration data on the source server

Introduction

After you perform a full backup of the source server, create a backup of the individual Nortel data files that are stored outside of Active Directory on the source server. Nortel recommends that you back up the individual Nortel files in addition to performing a full backup of the source server as this will create a more manageable backup file containing only the data files that need to be restored to the target server.

The data files that are stored outside of Active Directory that you must back up before performing the full platform migration procedure include the following:

Historical report data

Real-time display snapshots

Emergency Help snapshots

Schedule data

These files are not transferred automatically from the source server to the target server during the migration. These files must be restored separately on to the target server in order to complete the migration between platforms.

There are two options for backing up these files:

Option 1: Manually copy files

The first option is to manually copy the files to a secure storage location, such as a tape drive or a safe network drive. For details, see “To back up data stored outside of Active Directory by manually copying files,” on page 27.

Option 2: Windows Backup Tool

The second option is to use the Windows Backup Tool to back up the Symposium Web Client data files and the System State data. For details, see “To back up data stored outside of Active Directory by using the Windows Backup Tool,” on page 28.



To back up data stored outside of Active Directory by manually copying filesBack up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive):

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data

C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt

C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb

C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML

(where C is the drive on which Symposium Web Client is installed).

In addition to the files listed above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as:

custom report templates

Historical Reporting output files

snapshots of real-time displays

snapshots of Emergency Help panels

Note: The locations of real-time display snapshots and emergency help snapshots are decided by the user. The default paths are listed below:

Real-time display snapshots are stored as HTML files in the following default path:

C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports


Emergency Help snapshots are stored as HTML files in the following default path:

C:\Program Files\Nortel Networks\WClient\Apps\Emergency-Help\Exports




To back up data stored outside of Active Directory by using the Windows Backup ToolYou can back up the Symposium Web Client data files using the Windows Backup Tool. To do so, you must back up the Symposium Web Client files listed in the procedure “To back up data stored outside of Active Directory by manually copying files,” on page 27.

1 Click Start > Programs > Accessories > System Tools > Backup.

2 Click the Backup tab.

3 Create a backup set of selected files.

To create a backup set of selected files:

a. Open the Select Files To Backup window.

Note: In this window, each drive, folder, and file has a check box next to it. If a check appears in a check box, the file, the contents of the folder, or the contents of the drive will be backed up. If a check appears in a check box with a dark background, some items, but not everything, in the folder or drive will be backed up.

b. Select the following files to back up:








the directories where you have stored the following types of files (if the directories are not the default folders specified in step 3b):

Historical report output files

Custom report templates

Real-time display snapshots


Note: Real-time display snapshots are stored as HTML files in the following default path:


(where C is the drive on which you installed Symposium Web Client).

Note: Emergency Help snapshots are stored as HTML files in the following default path:

C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports

(where C is the drive on which you installed Symposium Web Client).

4 Click Next Step.

5 In the Select a destination for the backup window, select the destination for the backup.

Note: If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Select a destination for the backup window. If you do not have a tape drive, or your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk.

If you want to back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you have mapped a drive letter to a network drive, Backup displays it in the Select a destination for the backup window.

6 Click Start Backup.

Note: If you have created a new backup set, you are prompted to name the new backup set.

Result: Backup informs you when the backup operation is finished.



Step 6. Extract the AD Data Migration zip file onto the source server

The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to “Step 2. Download the ADAM data migration software,” on page 19.

The zip file contains two msi files:

ADAM Migration Tool.msi

ADAMSchema.msi

This zip file needs to be copied and extracted onto the source server.

Note: The Winzip application must be installed on the source server in order to extract the files contained within the zip file.



Step 7. Ensure DNS is correctly configured on the source server

This step provides detailed instructions for the correct configuration of DNS on a Microsoft Windows 2000 server/Advanced Server running Active Directory that is being used as a Symposium Web Client application server. This computer will act as a Domain Controller as Active Directory must be installed for Symposium Web Client to operate correctly.

To configure the DNS Client on Symposium Web Client, for Host Name Resolution

1 Click Start > Settings > Control Panel.

2 Double-click Network and Dial-Up Connections.

Result: The Network and Dial-Up Connections window appears.

3 Right-click Local Area Connection.

4 Click Properties.

Result: The Local Area Connection Properties window appears.



5 Click on Internet Protocol (TCP/IP) and then click Properties.

Result: The Internet Protocol (TCP/IP) Properties window opens.

Note: If your Symposium Web Client server (source server) is not running the DNS service, the IP address of the customer’s DNS server must be added as the main DNS server. If your Symposium Web Client server (source server) is running the DNS service, and the loop back address (that is, 127.0.0.1) of the source server does not appear in the Preferred DNS server box, you must follow the procedure below.

To specify the loop back address as the preferred DNS server

a. In the Internet Protocol (TCP/IP) Properties window, click Advanced.

Result: The Advanced TCP/IP Settings window appears.



b. Click the DNS tab.

Result: The DNS tab opens.

c. In the DNS server addresses, in order of use box, select any IP addresses in the box and click Remove.

d. Click OK.

Result: A message appears warning you that the DNS server list is empty and that the local IP address will be configured as the primary DNS server address.

e. Click OK.

f. Click OK.

g. Verify that 127.0.0.1 appears in the Preferred DNS server box of the Internet Protocol (TCP/IP) Properties window.



6 Click on the Advanced button in the Internet Protocol (TCP/IP) Properties window.

Result: The Advanced TCP/IP Settings window appears.

7 Click on the DNS tab.

8 Select Append these DNS suffixes and click Add to enter the list of DNS suffixes used by the organization. These suffixes are used to create fully qualified names when queries are forwarded from this server.

9 Select the Register this connection's address in DNS box.

10 Click OK.

11 Click OK.



Step 8. Clear routes from filtersets

Due to the referential nature of Active Directory and Active Directory Application Mode (ADAM), the ADAM migration procedure will not migrate filtersets containing routes. This is because routes are not contained in partitions and therefore are not referenced in Active Directory or Active Directory Application Mode (ADAM).

In order to work around this limitation, you must clear routes before migrating filtersets that contain routes.

To clear routes from filtersets

For each user with historical filtersets containing routes:

1 Log on to Symposium Web Client on the Windows 2000 Server/Advanced Server (source server).

2 Go to the Historical Reporting component.

3 Go to the Filtersets page in the Historical Reporting component.

4 Open each of the filtersets containing routes and clear all the route numbers.

.

CAUTION

Risk of loss of data

Any historical filterset containing routes will not migrate, and you will lose all the information contained in the filterset unless you complete the procedure below.

ATTENTION! You must keep a record of the routes you remove as you will need to add the routes again after the migration.


C h a p t e r 4

Preparing the target server for the migration


Step 9. Install SWC 4.5 SU05 (or later) on the target server 39

Step 10. Ensure source server IP address is primary DNS server 95

Step 11. Connect source server and target server off-network 97

Step 12. Add the target server into the source server domain 98

Step 13. Log the target server on to the source server domain 101

Step 14. Extract the AD Data Migration zip file onto the target server 102


Preparing the target server for the migration Standard 2.0

Overview

After the source server has been prepared for the migration procedure, you must also prepare the Windows Server 2003 (target server).

This section details the tasks required to prepare the Windows Server 2003 (target server):

Install Symposium Web Client 4.5 SU05 (or later) on the target server.

Ensure the IP address of the source server is configured as the primary DNS server on the source server.

Add the target server (Windows 2003) into the source server domain.

Log the target server onto the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account.

Copy and extract the AD Data Migration zip file onto the target server.

Note: Nortel recommends that you print the checklists provided in Step 1 to ensure that each task is completed.


March 2006 Preparing the target server for the migration

Step 9. Install SWC 4.5 SU05 (or later) on the target server

Introduction

You must install and configure Windows Server 2003 and Symposium Web Client 4.5 SU05 (or later) on the target server.

In order to successfully complete the migration without corruption of data, each server must have the same version of Symposium Web Client and the same service update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, then you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server.

For further details on installing and configuring Symposium Web Client 4.5, see the Nortel Symposium Web Client Planning, Installation, and Administration Guide.

Installing and configuring Windows Server 2003

Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:

Create an NTFS partition as the primary partition on the application server.

Install Windows Server 2003 Enterprise Edition or Standard Edition, including SMTP and IIS on the primary NTFS partition.

Windows Server 2003 requirements

When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:

Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP)

Terminal Services and Terminal Services Licensing



Notes:

Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition.

To install IIS and Terminal Services, you must scroll through the list of components, and check Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS.

Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel recommends that you install both on the application server.

When installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality.



For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 52.

ATTENTION! Consult Microsoft for the latest information Client Access Licensing. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.

Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License only; they do not require a separate Terminal Services Client Access License.

If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 Client Access License (CAL) per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization.

Nortel does not provide these Client Access Licenses.

If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.



Domain group policies and the application serverFor Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server.

Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy.

If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, then you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting.

You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information on group policies and Symposium Web Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center web site (www.nortel.com/pic).



Windows Server 2003 checklistThis checklist provides you with an high-level overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application.

ATTENTION! When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceadmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceadmin user account in Windows Server 2003. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.

Windows Server 2003 installation checklist ✓

Set up a partition on the application server with an NTFS file system on the partition that will contain the Web Client application.

ATTENTION

If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data.

❑

After creating the partition, the system copies Windows Server 2003 files to the hard drive. When the copy process is complete, the system restarts.

❑



Regional and Language Options window

To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear.

To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details.

❑

Personalize Your Software window

Type your name and the name of your organization.

❑

Your Product Key window

Type the product key for your installation.

❑

Licensing Modes window

The following settings are recommended in this window:

Click Per Server.

Type 5* in the Concurrent Connections box. *See Note.

Note: The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CAL) that you have purchased. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you have purchased, whichever is lower.

For the Windows Server 2003 CALs, you have the option of purchasing a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of license that best suits your organization.

Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows Server 2003 CALs and do not require access to Scripting.

❑




Computer Name and Administrator Password window

1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (-). No other characters are allowed (for example, the name cannot include any underscores [_]).

2 Type the password for the Administrator account for this computer. You must use this password whenever the username Administrator is used to log on to the computer on which Symposium Web Client resides.

Warning

If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode since both applications require that the computer name be identified on the network.

To help prevent disruption, on a Windows Server 2003 platform (either stand-alone or coresident), if you change the computer name of the application server after you install the Symposium Web Client software, then you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility.

❑

Date and Time Settings window

Adjust as required.

❑

Network Settings window

1 Click Custom Settings.

2 Click Next. The Networking Components window appears.

❑




Networking Components window

Use this window to set up subnets, gateways, and domain names.

Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores.

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

Note: Do not use dynamic IP addressing.

2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses.

Note: Because you will be performing an off-network platform migration, you can use any IP address in this step. At this point in the procedure, the IP address on the target server must be different to the IP address on the source server. However, you can change the IP address on the target server to the source server IP address after the migration and before you connect the server back to the network.

3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server.

4 Click Advanced. The Advanced TCP/IP Settings window appears.

❑




Advanced TCP/IP Settings window

1 Click the DNS tab.

2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com).

3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:

Click the WINS tab.

Type the WINS IP address, and then click Add to add it to the list. Click OK.

4 Click OK to close the General TCP/IP Settings window.

5 Click Next. The Workgroup or Computer Domain window appears.

❑

Workgroup or Computer Domain window

Note: If you are installing a stand-alone or coresident server, you add the server to your domain only after you have installed the operating system and Symposium Web Client.

1 Click No, this computer is not on a network, or is on a network without a domain.

2 Click Next. The Installing Components window appears.

Note: In Windows Server 2003, you can add the application server to an existing domain, rather than setting it up as a domain controller. To do so, you must choose No, this computer is not on a network, or is on a network without a domain in this installation window, and then add the server to your domain after you have installed the Symposium Web Client application.

❑




Installing Components window

The Windows Server 2003 setup wizard continues with the installation, copying the files required for the settings you have selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created.

❑

Manage Your Server

1 Click Add or remove a role. The Preliminary Steps window appears.

2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears.

3 Click Custom configuration, and then click Next. The Server Role window appears.

4 Click Add or Remove Programs. The Windows Components window appears. Proceed to the next step.

❑




Windows Components window

Accept the default values in this window, and click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Web Client’s Scripting component.

1 IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list.

2 SMTP is a subcomponent of IIS and is cleared by default. Click Internet Information Services, and then click Details to check SMTP on the components list.

3 If you selected any values, click OK to return to the Windows Components window.

4 Click Next.

Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.

Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL.

If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization.

Nortel does not provide these CALs.

If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.

❑




Terminal Server Setup windows

1 In the first window, read the information about Terminal Services, and then click Next.

2 Click Full Security, and then click Next. The Terminal Server Licensing Setup window appears.

3 Click Your Domain or Workgroup.

4 Accept the default location for the license server database, and then click Next. The Configuring Components window appears.

5 When the system has finished configuring the components you selected, restart the server when it prompts you to do so.

❑

Creating shared folders on the application server

After you install Windows Server 2003, create the shared folders and add the printers on the application server that will be used for Scripting and Historical Reporting.

❑




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, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed in the following site:

http://support.microsoft.com/default.aspx?scid=kb;en-us;815752

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 Symposium Call Center Server. As of the date of publication of this guide, the patch is required on the following versions of the Windows Server 2003 operating system:

Microsoft Windows Server 2003, Enterprise Edition (32-bit)

Microsoft Windows Server 2003, Standard Edition

The patch fixes an issue with the handling of multicast on Windows Server 2003. The TCP/IP protocol stack that is shipped with this operating system supports IGMP Version 3 by default. However, most of the data networking equipment currently deployed use version 1 or 2. If the operating system does not automatically drop back to version 1 or 2, the multicast traffic does not get through to the application server. Only after you install the patch, can the operating system correctly detect that the network is using IGMP Version 2 and drop back to use this version as well, and can multicast traffic flow properly.

❑




Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)

Nortel recommends that you install Windows Server 2003 on a clean server that is newly partitioned and free of other operating system attributes. However, if the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct permissions for proper Symposium Web Client functionality.

This procedure assumes that you have installed Windows Server 2003 on an application server that had previous operating system attributes or partitions on it.

Follow the procedures in this section to manually configure the server. The procedures can be broken down into two main steps, as follows:

1. After you install Windows Server 2003, verify that the default Windows groups and permissions exist on all system drives.

2. If the default groups and permissions do not exist, add and remove groups as necessary, and grant all groups the default permissions.

To verify the groups and permissions on all system drivesBy default, when you install Windows 2000 Server, the system includes the following groups:

Administrators

Creator Owner

Users

System

When you install Windows Server 2003 on a computer that contains Windows 2000 Server attributes or partitions, you must ensure that the server contains these default groups with the default permissions listed in this procedure. If the drives contain any additional groups (for example, the Everyone group), then you must remove them.



1 Log on to the application server with administrator privileges.

2 On the application server, in Windows Explorer, navigate to drive C:, right-click it, and then select Properties from the resulting pop-up menu.

Result: The Local Disk <drive letter> Properties window appears.

3 Click the Security tab.

4 In the Group or user names box, ensure that the Administrators group appears with the following permissions selected in the Allow column at the bottom of the window:

Full Control

Modify

Read & Execute

List Folder Contents

Read

Write

If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes.

Note: If the Administrators group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 56.

5 Click Apply to save your changes.

6 In the Group or user names box, ensure that the Creator Owner group appears with no permissions selected in the Allow column at the bottom of the window.

Note: By default, there is a check mark beside Special Permissions. However, this permission is read-only and cannot be changed.


8 In the Group or user names box, ensure that the System group appears with the following permissions selected in the Allow column at the bottom of the window:

Full Control

Modify

Read & Execute




Read

Write


Note: If the System group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 56.


10 In the Group or user names box, ensure that the Users group appears with the following permissions selected in the Allow column at the bottom of the window:

Read & Execute


Read


Note: If the Users group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 56.

11 If any other groups appear in this window (for example, the Everyone group), highlight the group, and then click Remove.

12 Click Advanced.

Result: The Advanced Security Settings for Local Disk <drive letter> window appears.



13 Ensure that the settings are as shown in the graphic above:

Administrators has Full control permissions over This folder, subfolders and files

Creator Owner has Full control permissions over Subfolders and files only

System has Full control permissions over This folder, subfolders and files

Users has Read & Execute permissions over This folder, subfolders and files

14 If there are any extra permissions or groups shown (for example, the Everyone group), highlight them, and then click Remove.

15 Click OK to save your changes and close the Advanced Security settings window.

16 In the Local Disk <drive letter> Properties window, click OK to save all your new settings.

Result: A window appears, asking you to confirm that you want to apply these changes.

17 Click OK.



18 Repeat steps 2 to 17 on each system drive in the application server.

To add the required groups to all system drivesIf any of the default groups that you require do not exist on any of the system drives, then you must add them. After you add them, follow the steps in “To verify the groups and permissions on all system drives” on page 52 to grant the groups the proper permissions.

1 Log on to the application server with administrator privileges.

2 On the application server, in Windows Explorer, navigate to drive C:, right-click it, and then select Properties from the resulting pop-up menu.

Result: The Local Disk <drive letter> Properties window appears.


4 Click Add.

Result: The Select Users, Computers, or Groups window appears.

5 In the top of the window, locate the group that you want to add (for example, Users).

6 Double-click the account.

Result: The user account appears at the bottom of the window.

7 Click OK.

Result: The user account appears in the Local Disk <drive letter> Properties window.

8 Follow the steps in the procedure “To verify the groups and permissions on all system drives” on page 52 to grant the group the proper permissions.

9 Repeat steps 4 to 8 until you have added all the required groups.

Applying security patches to the application server

Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches.



To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role.

In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft’s recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor.

Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft’s guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required.

Note: If Symposium Web Client does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel has already verified the Microsoft patch for its compatibility with Symposium Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) web site at www.nortel.com/pic. On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.

Installing Sybase Open Client on the application server

You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client.



Note: If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client.

After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 61.

To verify the version of Sybase Open Client that is already installed

Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see the documentation posted on the Sybase web site at http://manuals.sybase.com/onlinebooks/group-as/asp1200e/aseinsnt.

1 On the server, click Start > Control Panel > System.

Result: The System Properties window appears.

2 Click the Advanced tab.

3 Click Environment Variables.

Result: The Environment Variables window appears.

4 Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.

To install Sybase Open Client

Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed, and you do not need to install it again.

You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0.



Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5.

1 Insert the Symposium Call Center Web Client CD in the CD-ROM drive.

2 Click Start > Control Panel > Add or Remove Programs.

Result: The Add or Remove Programs window appears.

3 Click Add New Programs.

4 Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM.

Result: The Install Program From Floppy Disk or CD-ROM window appears.

5 Click Next.

Result: The Run Installation Program window appears.

6 Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D is the CD-ROM drive.

7 Double-click setup.exe.

Result: The path to the setup.exe file appears in the Open box.



8 Click Next.

Result: The Sybase Installer window appears, followed by the Installation Type window.

9 Click Standard Install, and then click Next.

Result: The Choose Directory window appears.

10 If you are installing the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel recommends that when you are upgrading from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, then you type E:\Sybase. However, if you do not know this location, then you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE).

11 Click Next.

Result: The Summary window appears, displaying the components being installed.

12 Click Next.

Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.

13 Click Yes.

Result: The Installing window appears, displaying a status bar while the system installs the program. If you are upgrading to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:

replace mchelp.dll version 12.0 with version 12.5.0.0

replace mclib.dll version 12.0 with version 12.5.0.0

replace Language Modules version 12.0 with version 12.5

ATTENTION! When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”



reinstall Component Sybase Central 3.2.0

If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:

replace Power Dynamo version 3.0.0 with version 3.5.2

If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.

Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update.

When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components.

14 Click Yes.

Result: It can take several minutes for the dialog box prompting you to restart to system to appear. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation.

15 Click OK.

16 Close the Control Panel window. Continue with the procedure below, “To upgrade the Sybase 12.5 ODBC driver.”

To upgrade the Sybase 12.5 ODBC driverAfter you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113.

Notes:

If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is

ATTENTION! Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The installation wizard carries out some final configuration procedures after the system restarts.



already installed and you do not need to install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver.

For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM.

If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software.

1 On the application server, free up all active Sybase Open Client connections as follows:

a. Close all Symposium Web Client browser sessions.

b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.

2 On the application server, reset IIS as follows:

a. Click Start > Run.

b. In the Open box, type iisreset, and then click OK.

3 Install the updated driver, EBF11113, as follows:

a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM.

b. Type the following xcopy command:

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

In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify whether all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash ( / ), followed by the letter shown.

4 On the application server, verify that the system successfully updated the driver as follows:

a. Click Start > All Programs > Administrative Tools.

b. Click the Data Sources (ODBC) icon.

Result: The ODBC Data Source Administrator window appears.



c. Click the Drivers tab.

d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49.

Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify whether any error messages were recorded during the xcopy.

Following a successful update, the text file contains results similar to those listed below:

EBF11113\Cover.ROLL.11113.txt

EBF11113\instructions.txt

EBF11113\odbc\readme.txt

EBF11113\odbc\syodase.cnt

EBF11113\odbc\syodase.dll

EBF11113\odbc\syodase.hlp

EBF11113\odbc\syodaser.dll

EBF11113\odbc\syodases.dll

EBF11113\odbc\syodbas.dll

EBF11113\odbc\syodbasr.dll

EBF11113\odbc\SYODBC.LIC

EBF11113\odbc\syodldap.dll

EBF11113\odbc\syodssl.dll

EBF11113\odbc\syodutl.dll

EBF11113\odbc\syodutlr.dll

EBF11113\OLEDB\readme.txt

EBF11113\OLEDB\sydaadm.cnt

EBF11113\OLEDB\sydaadm.exe

EBF11113\OLEDB\sydaadm.hlp

EBF11113\OLEDB\sydaadmr.dll

EBF11113\OLEDB\sydaase.cnt

EBF11113\OLEDB\sydaase.dll



EBF11113\OLEDB\sydaase.hlp

EBF11113\OLEDB\sydaaser.dll

EBF11113\OLEDB\sydaldap.dll

25 File(s) copied

Installing Symposium Web Client 4.5 on the application server

Before you begin

1. Ensure that the following Windows components and third-party software have been installed and configured on the application server:

Windows Server 2003 Enterprise Edition or Standard Edition

Internet Information Services (IIS) with SMTP

Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component)

Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management)

If the setup wizard does not detect these programs or components on the application server, it terminates the installation process.

2. Decide if you are installing Symposium Web Client as the default web site on the application server, or if you are installing it as a virtual directory on an existing web site.

3. Verify that IIS is completely installed before you install Symposium Web Client. Click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.

ATTENTION! Nortel recommends that you install Symposium Web Client as the default web site, reserving the application server solely for the use of Symposium Web Client.



To install Symposium Web Client on the application server (no ADAM replication)

Note: You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server.

1 Insert the Symposium Web Client CD in the CD-ROM drive.

2 Click Start > Control Panel > Add or Remove Programs.

Result: The Add or Remove Programs window appears.

3 Click Add New Programs.

4 Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM.

Result: The Install Program From Floppy Disk or CD-ROM window appears.

5 Click Next.

Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D is the CD-ROM drive.

6 Click Next.



Note: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, then the installation continues (see page 66 for further steps).

The Symposium Web Client Setup Wizard window appears.

7 Click Next.

Result: The Key Code Information window appears.



8 Type the serial number and key code for your Symposium Web Client 4.5 application.

Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software.

9 Click Next.

Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information.

Result: The replication selection window appears.

10 Click No.

Result: The Customer Information window appears.

ATTENTION! Key codes are case-sensitive.



a. In the User Name and Organization boxes, type the appropriate information.

b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section.

Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client.

Only for me (<username>) indicates that you want to make sure that only a user with your username and password can log on to Symposium Web Client.

11 Click Next.

Result: The Soap Configuration Parameters window appears.

ATTENTION! Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.



In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain Simple Object Access Protocol (SOAP) Web Services Description Language (WSDL) files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example, <computername>.<domain name>.com), then you must type this name.

If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name.

Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the



ChangeSOAPSrv utility. Additionally, you must also perform a procedure to reset the name in IIS.

Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server.

Result: The Port Configuration for ADAM window appears.

12 Based on the server configuration, the default values in this window vary, as follows:

Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure

ATTENTION! If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.



that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.

Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.

13 Click Next.

Result: The Web Site Type window appears.

You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site.



To install Web Client as the default web site

a. Click Default.

To install Web Client as a virtual directory on an existing web site

a. Click Existing.

b. Click Next.

Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name.

Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS.

14 Click Next.

Result: The Setup Type window appears.

15 Select Complete.

ATTENTION! Nortel recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.



16 Click Next.

Result: The Ready to Install the Program window appears.

17 Click Next.

Result: The Installing Symposium Web Client window appears.

ATTENTION! Installation ends if you did not install the required third-party applications prior to installing Symposium Web Client.An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.



Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds.

18 After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full administrative privileges and is required for proper Symposium Web Client functionality.

Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are performing a fresh installation, the Old Password box is disabled.



19 In the New Password box, type the new password for the iceadmin user account.

Note: After you finish installing Symposium Web Client, you can change this custom password.

20 In the Confirm Password box, type the password again, and then click OK.

Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.

Then the system installs Active Directory Application Mode (ADAM).



21 When the system is finished installing ADAM, click Next.

Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.

Note: Sometimes the Welcome window does not appear; instead, the system automatically starts installing the SOAP files.

Result: The system installs the required SOAP components and the ADAM schema. The Completing the Symposium Web Client Setup Wizard window appears.



22 Click Finish to exit the setup wizard.

Result: Based on your installation type, a different window appears.

If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.

Click OK, and then insert the TAPI 3.0 CD into the server.

If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.



Click Yes to restart your computer.

23 Click Install.

Result: The Installing Symposium Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Web Client Setup Wizard window appears.

24 Click Finish.

Result: The Symposium Web Client Installer Information window appears.

25 Click Yes to restart the system.

Applying the Service UpdateDownload and apply the same Service Update as is currently on the Windows 2000/Advanced server (source server) from the Nortel Enterprise Solutions PEP Library web site at www.nortel.com/espl. To register for this web site, follow the instructions listed at www.nortel.com/register.

Configuring the application server (Windows Server 2003)

To add the IUSR_SWC account as the anonymous user account for IISYou must perform this procedure on application servers running Windows Server 2003 after you have installed Symposium Web Client. This procedure replaces the anonymous user account in IIS (IUSR_ComputerName) with a custom user account that is created during installation of SWC (IUSR_SWC).



Note: You only need to perform this procedure once and only if the operating system installed on the application server is Windows Server 2003. If you upgrade Symposium Web Client after you perform this procedure, you do not need to perform the procedure again.

1 Click Start > All Programs > Administrative Tools > Computer Management.

Note: Based on your configuration of Windows Server 2003, you may be able to click Start > Administrative Tools > Computer Management (bypassing All Programs).

Result: The Computer Management window appears.

2 In the tree, click the plus sign (+) beside Local Users and Groups.

Result: The heading expands to reveal the Users and Groups folders.



3 Click the Users folder.

Result: The list of users appears in the right pane.

4 In the right pane, right-click the IUSR-SWC user account, and then select Set Password from the resulting pop-up menu.

Result: A warning box appears.

5 Click Proceed.

Result: The Set Password for IUSR_SWC window appears.



6 Type the new password for this account, and then confirm the password.

Note: You must take note of the password that you type because you will require it again later in this procedure.

7 Click OK.

Result: The system changes the password. Proceed with the remaining steps to add the IUSR-SWC account as the anonymous account in IIS.

8 Click Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager.

Result: The Internet Information Services (IIS) Manager window appears.

9 In the tree, click the plus sign (+) beside <Computer_Name> (local computer).

Result: The heading expands to reveal a series of folders.



10 Click the plus sign (+) beside the Web Sites folder.

Result: The folder expands.

11 Right-click Default Web Site, and then select Properties from the resulting pop-up menu.

Result: The Default Web Site Properties window appears.

12 Click the Directory Security tab.



13 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods window appears.



14 Click Browse.

Result: The Select User window appears.

15 Click Advanced.

Result: The bottom portion of the Select User window expands.



16 Click Find Now.

Result: The list of all the user accounts configured on the server appears.

17 From the list of user accounts, highlight the IUSR-SWC account, and then click OK.

Result: The Select User window reappears with the IUSR-SWC account listed at the bottom.



18 Click OK.

Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.

19 In the Password box, type the same password that you typed in step 6.

20 Click OK.

Result: The Confirm Password window appears.

21 Type the password again, and then click OK.

Result: The system changes the password and the IUSR_SWC account is now used for anonymous access in IIS.



22 Click OK to save your changes.

23 Close all windows to complete the procedure.

To change the iceadmin user account passwordAfter you have installed Symposium Web Client and have specified a custom password for the iceadmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional.

1 Click Start > All Programs > Symposium Web Client > Configuration.

2 In the left pane, click Nortel Networks.

Result: The Nortel Networks Applications Configuration window appears.

ATTENTION! When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceadmin user account in Windows. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.



3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change window appears.

4 In the Old Password box, type the old password for this account.

5 In the New Password box, type the new password for the iceadmin user account.


Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.

To configure Internet Explorer 6.0 on the client PC

Before you begin, ensure that you have installed Internet Explorer Service Pack 1. Start Internet Explorer 6.0. On the menu bar, select Help > About to verify the Service Pack.

If the client PC is running Windows XP Service Pack 2, in addition to the procedures in this guide, there are some additional steps that you must perform to configure the browser for Symposium Web Client. For details, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is located on the Partner Information Center (PIC) web site at www.nortel.com.



1 Start Internet Explorer 6.0 or later.

2 From the menu bar, select Tools > Internet Options.

Result: The Internet Options window appears.


4 Click the Trusted Sites icon.

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.

6 Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins settings:

Run ActiveX controls and plug-ins

Script ActiveX controls marked safe for scripting

Initialize and script ActiveX controls not marked safe for scripting

Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:

Download signed ActiveX controls

7 Click OK.

Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.

8 Click Sites.

Result: The Trusted Sites window appears.

9 Clear the Require server verification {https:} for all sites in this zone check box.

10 In the Add this Web site to the zone box, enter the server name (not the IP address) for your Contact Center Manager Administration server.

Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the Symposium Web Client server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.

11 Click Add.

12 In the Add this Web site to the zone box, type about:blank.



13 Click Add.

Note: This ensures that the “about:blank” URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.

14 Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).

15 Click Close to return to the Internet Options window.

16 Click the Privacy tab to choose the way you want to handle cookies:

To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top.

Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.

17 Click Apply.

18 Click the Advanced tab.

19 Under Browsing, clear the Reuse windows for launching shortcuts check box.

20 Click OK to exit the Internet Options window.

21 Restart Internet Explorer 6.0 to activate your changes.

Installing Simple Object Access Protocol

Previous versions of Symposium Web Client used Remote Data Service (RDS) technology for retrieving data through client PCs from the application server. However, in Symposium Web Client 4.5 and later, this method of data retrieval is no longer applicable.

For Symposium Web Client 4.5 (and later) to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the application server and that runs any one of the following operating systems:

Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server



SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages.

To install Simple Object Access ProtocolWhen you use the client PC to connect to an application server running Symposium Web Client 4.5, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, then a warning message appears, followed by a series of windows that enable you to download and install the SOAP files directly from the application server. You have three choices: you can click Cancel to download it later; you can save the software to the client PC’s hard disk for later installation; or you can install the software immediately.

Only users who are logged on to the client PC with administrator privileges can install the software. If users without administrator privileges are logged on to the client PC, then they have the option of downloading and saving the ClientSOAP.msi file to the client PC’s hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Symposium Web Client until the client SOAP software is installed.

Note: You only need to perform this installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.

1 On the client PC, open Internet Explorer.

2 In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>.

3 Press Enter.

Result: The application server displays the Symposium Web Client main logon window.

4 In the User Name and Password boxes, type your logon details, and then click Login.

Result: A warning message appears, notifying you that you must have SOAP 3.0 installed on the client PC.



5 Click OK.

Result: A message box appears, enabling you to download the SOAP package.

6 Click OK to download the SOAP software.

Note: Click Cancel if you want to download the software at a later date. Symposium Web Client will not function properly until you install SOAP on the client PC.

Result: A window appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.

7 Click Open to begin the installation. You must be logged on with administrator privileges to install the SOAP software.

Note: If you prefer to save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. A window appears, enabling you to choose the location where you want to save the file. A user with



administrator privileges must double-click this file to install the software on the client PC.

Result: The installation program verifies the operating system and setup of the client PC. The SOAP installation proceeds and the Welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:

8 When the program finds the required applications, click Next.




9 Click Install.

Result: The Installing SOAP window appears.

The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.

10 Click Finish.



Step 10. Ensure source server IP address is primary DNS server

Before attempting to migrate Symposium Web Client data from the source server to the target server, you must ensure that all domain member servers and clients are pointing to your Windows 2000 DNS server (that is, your source server). Therefore, in TCP/IP properties your primary DNS server must be the IP address of the Windows 2000 DNS server (that is, the IP address of your source server).

To configure DNS on the target server to use the Windows 2000 DNS server (source server)




3 Right-click Local Area Connection and then click Properties.


Result: The Internet Protocol (TCP/IP) window appears.



5 In the Preferred DNS server box, enter the IP Address of the Windows 2000 Server/Advanced Server (source server).

6 Click OK.




Step 11. Connect source server and target server off-network

Introduction

Nortel recommends that you perform a full platform migration off-network. This eliminates the need for obtaining a second IP address for the target server.

To connect source server and target server off-network

1 Remove the network cable from the source server to isolate it from the network.

2 Connect the source server and the target server using a hub or a crossover cable.



Step 12. Add the target server into the source server domain


To add the target server (Windows 2003) into the source server domain

1 Click Start > Control Panel > System.

Result: The System Properties window opens.



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

3 To add the server to a domain, click Change.

Result: The Computer Name Changes window appears.



4 In the Computer Name Changes window, you can change the computer’s name and its domain or workgroup affiliation. To add the server to the source server domain, click the Domain option button, and then type the name of the source server domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix).

5 Click OK.

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

6 Restart the server when prompted to do so.



Step 13. Log the target server on to the source server domain

After the Windows Server 2003 (target server) boots to Control-Alt-Delete, you must log the target server onto the Windows 2000 Server/Advanced Server (source server) domain.

To log the target server on to the source server domain using domain Administrator account

1 Press Ctrl-Alt-Del.

2 Click the Options button on the logon screen.

3 Select the Windows 2000 Server/Advanced server domain from the drop-down list box.

4 Log on to the Windows Server 2003 (target server) using domain administrator username and password.



Step 14. Extract the AD Data Migration zip file onto the target server

The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to “Step 2. Download the ADAM data migration software,” on page 19.

The zip file contains 2 msi files;

ADAM Migration Tool.msi

ADAMSchema.msi

This zip file needs to be copied and extracted onto the target server.

Note: In order to extract the files contained within the .zip file, the Winzip application must be installed on the target server.


C h a p t e r 5

Migrating and restoring the data

In this chapter Overview 104

Step 15. Prepare the source server for the Active Directory transfer 107

Step 16. Migrate the Active Directory data to the target server 109

Step 17. Update the DNS configuration of the target server 114

Step 18. Reset the new computer name of the target server 120

Step 19. Run the Symposium Web Client ChangeSOAPSrv utility 125

Step 20. Reset iceAdmin password 126

Step 22. Reconnect to the customer LAN 131

Step 23. Restore the data files from the source server to the target server 132


Migrating and restoring the data Standard 2.0

Overview

Introduction

This chapter describes the procedures that you must follow to migrate and restore your server data from Symposium Web Client 4.5 SU05 (or later) on Windows 2000 Server/Advanced Server (source server) to Windows Server 2003 (target server).

Prerequisites

The migration procedure requires that you have two servers:

1. the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed

2. a second server that has Windows Server 2003 (target server) with Symposium Web Client 4.5 SU05 (or later) installed

In order to successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:

Each server must have the same version of Symposium Web Client and the same service update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, then you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server.


The source server and the target server must have different names.


March 2006 Migrating and restoring the data

Migrating data stored in Active Directory

To begin the migration process, you must transfer all Symposium Web Client data that is currently stored in Active Directory on the Windows 2000 Server/Advanced Server (source server) to the Active Directory Application Mode (ADAM) storage framework on the Microsoft Windows Server 2003 (target server). The data that you transfer in this procedure includes all your existing access classes, partitions, and so on, which will enable you to continue to use Symposium Web Client as before.

The main tasks in the data migration are:

Preparing the Windows 2000 Server/Advanced Server (source server) by running the ADAM Migration Tool.msi.

This msi file modifies Active Directory data on the source server so that the data transfer to Active Directory Application Mode on the target server can succeed.

Migrating your Symposium Web Client data (stored in Active Directory) from the source server to Active Directory Application Mode (ADAM) on the target server.

Note: Only data stored in Active Directory on the source server is transferred during the data migration.

The procedures for migrating data stored in Active Directory are documented in “Step 15. Prepare the source server for the Active Directory transfer,” on page 107 and “Step 16. Migrate the Active Directory data to the target server,” on page 109.

Restoring data that is not stored in Active Directory

The migration tool does not transfer the following information from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server):

Real Time Reporting Configuration settings (IP Send and IP Receive Addresses)

Emergency Help Configuration Settings

Filtersets containing routes



Files that are not stored in Active Directory.

These files will be restored from your backup files or reconfigured on the target server after you complete the migration procedure.

The procedures for restoring data that is not stored in Active Directory are documented in “Step 17. Update the DNS configuration of the target server,” on page 114.



Step 15. Prepare the source server for the Active Directory transfer

Before migrating your data from the source server to the target server, you must run the ADAM migration tool utility to prepare the source server for the Active Directory transfer. This utility creates a new attribute in the Active Directory schema and copies data into this new attribute, enabling all data to be transferred to Active Directory Application Mode (ADAM) on the target server.

Note: You will require the AD to ADAM Data Migration software to prepare the source server. Therefore, you must ensure the software has been extracted on the application server. For details, see “Step 6. Extract the AD Data Migration zip file onto the source server,” on page 30.

To execute the ADAM migration tool on the source server

1 Login to the source server using the Administrator account.

2 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the source server. To download these tools, see “Step 6. Extract the AD Data Migration zip file onto the source server,” on page 30.

ATTENTION You must login to the source server using the Administrator account before your run the ADAM Migration Tool.msi. If you login to the source server using another account, or a local administrator account, the ADAM Migration Tool.msi will not function correctly and the migration will not succeed.



3 From the source server, run the file called ADAM Migration Tool.msi.

Result: The ADAM Migration Tool window appears.

4 Click Next.

Result: The system configures Active Directory.



Step 16. Migrate the Active Directory data to the target server

Note: Before you perform this procedure, you must know the following information:

The name of the Windows 2000 Server/Advanced Server (source server) domain to which the source server belongs

The administrator password for the Windows 2000 Server/Advanced Server (source server)

To transfer the Active Directory data to the target server

1 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the target server. To download these tools, see “Step 14. Extract the AD Data Migration zip file onto the target server,” on page 102.

2 From the target server, run the file called ADAM Migration Tool.msi.

Result: The Welcome window appears.

3 Click Next.

Result: A message window appears checking that you have executed the ADAM Migration Tool on the source server. This procedure is detailed in “To execute the ADAM migration tool on the source server,” on page 107 and must be completed before you proceed to step 4.



4 Click Yes.

Result: The ADAM Migration Tool - Install Shield Wizard window appears.

5 In the Enter the domain name of the Win 2000 Server text box, type the name of the domain of the Windows 2000/Advanced Server (source server) of which the Windows Server 2003 (target server) is now a member.

6 Accept the default port numbers shown for LDAP and SSL, or type new values if your administrator instructs you to do so. If you change these default values, they must be unique within your organization.

7 Click Yes to create a log file during the file transfer. The log file stores information about the transfer, such as the data transferred and any errors that occurred during the migration.

Result: A box appears, prompting you to type the name of the log file.

ATTENTION! Ensure the domain name is entered correctly, otherwise the data will not transfer successfully.When adding the domain name, you must use the domain name and not the netbios name (that is, do not append a “0” at the end of the domain name). You must also include the extension. For example, .com.



8 Enter the name of your log file.

Tip: When entering the name of your log file, do not include a directory path, as the log file is automatically created in the folder:

C:/Program Files/Nortel Networks/WClient/Nortel_Log

(Where C is the drive on which you installed the Symposium Web Client software).

Note: You must ensure that you have sufficient space to store this file, as it can be quite large, depending on the amount of data you are transferring. You cannot choose the storage location of this file.

9 Click Next.


10 Click Install to start the synchronization of Active Directory data (on the source server) with Active Directory Application Mode (ADAM) data (on the target server).

Result: The system begins the migration. A window appears, asking you to confirm that Active Directory Application Mode (ADAM) is to be removed from the Windows Server 2003 (target server).

11 Click Yes.

Result: After Active Directory Application Mode (ADAM) is removed, another window appears.

12 Click OK.

Result: The system then reinstalls Active Directory Application Mode (ADAM) with new settings that enable the synchronization process to take place. When the installation is finished, a new window appears, asking you to type a password at the command prompt.



13 At the prompt, type the Administrator password for the Windows 2000 Server/Advanced Server (source server), and press Enter.

Result: The migration process continues. When it is finished, the Completed window appears.

Note: The amount of time it takes for the Completed window to appear from the moment when you type the Administrator password varies. The following criteria influence the speed of the data transfer from the Active Directory on the source server to the ADAM on the target server:

The speed of the computers used, both Source and Target

The speed of the network that the computers are on

The amount of Symposium Web Client data that must be transferred from the Active Directory on the Source Server to Active Directory

ATTENTION If you do not type the exact Administrator password, the data will not transfer successfully. This window does not reflect the characters as you type them; that is, no asterisks appear while you type.



Application Mode (ADAM) on the Target Server. The more data you have, the more time it takes to perform the transfer.

14 Click Finish to complete the transfer process.

15 Before continuing with the rest of the migration process, perform a quick test to ensure the data was transferred properly. On the Windows Server 2003 (target server), launch Internet Explorer.

16 In the Address box, type the URL or IP address of the Windows Server 2003 (target server). The default URL address is http://<Application Server name>.

Result: The system displays the main logon window of Symposium Web Client.

17 In the User Name and Password boxes, log on to the server using the webadmin username and password, or any other username/password combination that you know was stored on the Windows 2000 Server/Advanced Server (source server).

18 Click Login.

Result: If you can log on and verify that any servers which were configured on the Windows 2000 Server/Advanced Server (source server) are now visible on the Windows Server 2003 (target server), then the data transfer was successful.

Note: Do not perform more in-depth tests of the data transfer until you restore the non-Active Directory files from the source server to the target server. For details, see “Step 17. Update the DNS configuration of the target server,” on page 114.



Step 17. Update the DNS configuration of the target server

Introduction

After all data has been successfully transferred from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server), the target server no longer needs to be configured as a member of the source server domain.

To update the DNS configuration on the target server

1 Log off as the domain user on the Windows Server 2003 (target server), and then log on as the local Administrator on the target server.

2 On the target server, click Start > Settings > Control Panel.





6 In the Preferred DNS server box, enter the IP address of the DNS server on your network. Your network administrator will be able to provide you with this information.

7 Click OK.




To remove the target server from the source server domain

1 Click Start > Control Panel > System.

Result: The System Properties window opens.



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

3 To add the server to a domain, click Change.

Result: The Computer Name Changes window appears.



4 In the Computer Name Changes window, you can change the computer’s name and its domain or workgroup affiliation. To add the server to an existing domain, click the Domain option button, and then type the name of the domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix).

5 Click OK.

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

6 Restart the server when prompted to do so.

7 After the DNS settings have been updated on the Windows Server 2003 (target server), you can decommission the Windows 2000 Server/Advanced Server (source server).

What’s next?

If the computer name or IP address are not going to be changed, then you can proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

If the computer name or IP address are going to be changed, proceed to “Step 18. Reset the new computer name of the target server,” on page 120, “Step 19. Run the Symposium Web Client ChangeSOAPSrv utility,” on page 125, “Step 20. Reset iceAdmin password,” on page 126, and “Step 21. Change the IP address of the target server,” on page 128.



Step 18. Reset the new computer name of the target server


When you change the computer name on a Windows Server 2003 platform after you install Symposium Web Client, reset the IUSR_SWC account to reflect the new name in order that Symposium Web Client will function properly.

Perform this procedure on a stand-alone application server that is running Windows Server 2003 only if you have changed the computer name of the server after installing Symposium Web Client.

To reset the IUSR_SWC account to reflect the new computer name

On a stand-alone application server, an administrator must reset the IUSR_SWC account to reflect the new computer name.

1 Click Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager.

Result: The Internet Information Services (IIS) Manager window appears.

2 In the tree, click the plus sign (+) beside <Computer_Name> (local computer).

Result: The heading expands to reveal a series of folders.

3 Click the plus sign (+) beside the Web Sites folder.

Result: The folder expands.

4 Right-click Default Web Site, and then select Properties from the resulting menu.

Result: The Default Web Site Properties window appears.

5 Click the Directory Security tab.

Result: The Directory Security page opens.



6 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods window appears.

7 Click Browse.

Result: The Select User window appears.

8 Click Advanced.

Result: The bottom portion of the Select User window expands.



9 Click Find Now.

Result: The list of all the user accounts configured on the server appears.



10 From the list of user accounts, highlight the IUSR_SWC account, and then click OK.

Result: The Select User window reappears with the IUSR_SWC account listed at the bottom.

11 Click OK.

Result: The Authentication Methods window reappears, with the IUSR_SWC user account shown.



12 In the Password box, type the same password that you originally used for this account when you configured it.

13 Click OK.

Result: The Confirm Password window appears.

14 Type the password again, and then click OK.

Result: The system records the password.

15 Click OK to save your changes.



Step 19. Run the Symposium Web Client ChangeSOAPSrv utility


After you change the computer name, some SOAP processes will not function properly (because they still refer to the old computer name). On a stand-alone application server, an administrator or support technician must run the Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name.

Perform this procedure on a stand-alone application server that is running Windows Server 2003 only if you have changed the computer name of the server after installing Symposium Web Client.

To run the Symposium Web Client ChangeSOAPSrv utility

1 On the application server, open a command prompt and navigate to the directory:

C://Program Files/Nortel Networks/WClient/Apps/Supportutil


2 At the prompt, type the following text:

ChangeSOAPSrv C:\\Program Files\Nortel Networks\WClient\Apps\ Common/SOAP;<computer name>

where <computer name> is the name of the server, or the Fully Qualified Domain Name, if this is what you use as the Symposium Web Client default URL (for example, <computername>.<domain name>.com).

3 Press Enter.

Result: A window appears, showing the updated SOAP files.

4 To verify that SOAP processes are functioning, try launching and working with a Symposium Web Client component that requires SOAP (for example, Configuration).



Step 20. Reset iceAdmin password

If the computer name or IP address are not going to be changed, then proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

If you change the computer name, you must reset the iceAdmin password for Symposium Web Client to function properly.

To reset the iceAdmin password after a computer name change

1 Click Start > Programs > Symposium Web Client > Configuration.



3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change window appears.

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

5 In the New Password box, reenter the old password for the iceAdmin user account. This will reset the iceAdmin password.




Result: The system ensures that you typed the same password both times, and then resets the password in all required components.



Step 21. Change the IP address of the target server


It is possible to change the IP address of the Symposium Web Client server simply by changing the IP address of the Network Interface Card (NIC). There are no other changes required for the application to continue to function correctly.

Note: To prevent IP conflict, you must disconnect the target server from the hub or crossover cable before changing the IP address on the target server.

To change the IP address on the target server

1 Disconnect the target server from the hub or crossover cable.






6 In Use the following IP address, enter the IP address of the target server.

Note: You can use the same IP address as the source server if you choose.

7 Click OK.




Step 22. Reconnect to the customer LAN

To reconnect to the customer LAN

1 If you have not already done so, disconnect the target server from the hub or crossover cable.

2 Reconnect the target server to the customer LAN.



Step 23. Restore the data files from the source server to the target server

Introduction

Perform this procedure to restore the files that you had backed up from the source server to the Windows Server 2003 (target server).

Prerequisites

Before you perform this procedure, you must ensure that the target server has the following software installed and configured correctly:

Windows Server 2003

all required third-party software such as Microsoft Active Directory Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is installed on the source server)

Symposium Web Client 4.5 SU05 (or later)

For details on installing and configuring Symposium Web Client Release 4.5 SU05, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

You must ensure that the location where you backed up the Symposium Web Client migration files (see “Step 5. Back up migration data on the source server” on page 26) is accessible from the Symposium Web Client 2003 installation on the target server.

Choosing the appropriate method to restore your files

If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source server) was performed manually, then you must manually restore/copy the files into the corresponding locations on the Windows Server 2003 (target server).



If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source Server) was performed using Windows Backup tool, then follow the procedure “To restore the non-Active Directory files from the source server to the target server using the Windows Backup Tool,” on page 133.

To restore the non-Active Directory files from the source server to the target server using the Windows Backup Tool

Use this procedure to restore the files that you backed up from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server).

1 To start the backup, click Start > Programs > Accessories >System Tools > Backup.

Note: If you are restoring data from a tape, update the on-disk catalog for the tape before you perform the restore operation.

2 Click the Restore tab.

3 In the Restore tab, in Click to select the check box for any drive, folder, or file that you want to restore, select the following files and folders to restore (where C is the drive on which Symposium Web Client is installed):





.

CAUTION

Risk of loss of dataYou can use Backup to back up and restore data on either File Allocution Table (FAT) or NT File System (NTFS) volumes. However, if you have backed up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.



In addition to the files listed above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as:

custom report templates

Historical Reporting output files

snapshots of real-time displays

snapshots of Emergency Help panels

Note: The locations of real-time display snapshots and Emergency Help snapshots are decided by the user. The default paths are listed below:







4 In Restore files to, click Original location.

5 Click Tools > Options.

6 Click the Restore tab, and select Always replace the file on my computer.

7 Click OK to accept the restore options you have set.

8 Click Start Restore.

9 Click OK to start the restore operation.

10 Using Symposium Web Client on the target server, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first.


C h a p t e r 6

Postmigration tasks

In this chapterStep 24. Configure Real-Time Reporting IP addresses on the target server136

Step 25. Configure Emergency Help on the target server 142

Step 26. Recreate filtersets containing routes on the target server 144

Step 27. Test your migrated software 145

Step 28. Perform a full backup of the target server 146


Postmigration tasks Standard 2.0

Step 24. Configure Real-Time Reporting IP addresses on the target server

Introduction

For the Real-Time Reporting component of Symposium Web Client to function properly, you must configure two different IP multicast addresses on the target server:

The receiving IP multicast address of the Symposium Web Client application

This is the address Symposium Web Client uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address on Symposium Call Center Server.

The sending IP multicast address of the Symposium Web Client application

This is the address Symposium Web Client uses to send multicast data.

The sending and receiving IP multicast addresses of the Symposium Web Client application must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address.

The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Nortel Symposium Call Center Server Installation and Maintenance Guide.

Multicast compared to unicast data transmission

After you have configured the multicast addresses, you can choose the method by which you want to receive Real-Time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the Real-Time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients.


March 2006 Postmigration tasks

To configure Real-Time Reporting on the target server

1 Click Start > Programs-> Symposium Web Client > Configuration.

Result: The Real-Time Reporting window appears.

2 Click the RTR Registry Settings icon in the right pane of the console window.

Result: The RTR Properties window appears.



3 In the IP Receive Address and IP Send Address boxes, type the appropriate address information.

Note: The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server; however, it must be different from the IP Send address in Symposium Web Client.

4 Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however,

ATTENTION! If the server in Symposium Call Center Server is part of a networked call center, all servers in Symposium Call Center Server within the network must have the same multicast IP address. The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).



reducing the Output Rate value and the Transform Rate value increases the workload on the application server.

Note: The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:

The Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server

The Output Rate at which the application server outputs data to client PCs

The Transform Rate at which the application server processes data

Example: If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information on adjusting rates and assessing performance, see the Nortel Symposium Call Center Server CapTool User's Guide.

5 Increase the value in the OAM Timeout box to 50 000.

6 In the Transmission Options area, click the radio button beside the transmission mode that is required for the site. Choose one of the following:

Multicast only if your network supports multicast traffic (recommended), and proceed directly to step 9

Unicast only if you do not want any multicast traffic on your network



Multicast and Unicast if you want to support both transmission types

Note: Nortel recommends that you leave the Compress Realtime Data Packets check box selected. If you clear this check mark, then you disable Real-Time data packet compression.

7 If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the bottom of the window.

ATTENTION You may have to increase the OAM Timeout value if the following occurs:

When creating or viewing a partition in Access and Partition Management, you cannot see any partition elements in the right pane. This can occur when there is a large amount of data stored on Symposium Call Center Server and the network is slow. If you increase the OAM Timeout value, this will provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds).



8 In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow.

Note: The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Since each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast Real-Time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to Unicast LAN/WAN impact in the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05.

9 Select the Restart Real Time Reporting Service check box.

10 Click OK.

Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service has restarted successfully.




Step 25. Configure Emergency Help on the target server

To configure Emergency Help on the target server

1 Click Start > Programs > Symposium Web Client > Configuration.



3 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.

4 In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the



application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the preinstallation worksheet in the Nortel Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05, to verify the IP Send address that you chose for the Symposium Web Client application server to send Emergency Help data to client PCs.

5 Select Restart Emergency Help Service.

6 Click OK.

Note: If you do not click the Restart Emergency Help Service check box, the system prompts you to do so.



Step 26. Recreate filtersets containing routes on the target server

To recreate filtersets containing routes on the target server

Following a successful ADAM migration you must recreate routes information to any filtersets that require them.

For each user with historical filtersets requiring routes:

1 Log on to Symposium Web Client.

2 Go to the Filtersets page in the Historical Reporting component.

3 Open each of the filtersets that had contained routes prior to the ADAM migration and recreate all the routes.



Step 27. Test your migrated software

After you have restored the files from the original Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server), test the migration of the data by connecting to the target server and using Symposium Web Client. Compare the data that is shown on this target server with the source server over a period of time (for example, one week). Confirm also that all non-Active Directory data (such as Historical Reporting templates) has been restored to the Windows Server 2003 (target server).



Step 28. Perform a full backup of the target server

Introduction

Following a successful migration of Symposium Web Client 4.5 from Windows 2000 Server/Advanced Server (source server) to Windows Server 2003 (target server), make a complete backup of the Windows Server 2003 (target server) so that you can restore your system if required.

When Symposium Web Client is installed on a server that is running Windows Server 2003, it makes use of Active Directory Application Mode (ADAM), the Windows registry, and other data files to store application data. These ADAM files, registry nodes, and other files are listed below.

Nortel recommends that you perform backups during periods of low activity.

Backing up Symposium Web Client data on the target server

Symposium Web Client stores data in various files that you must back up. The types of files that you must back up include the following:

Active Directory Application Mode (ADAM) instance files

Historical report data

Real-Time display snapshots


Schedule data

Symposium Web Client data stored in the registry

The three options for backing up these files are described below:

Option 1: Use the Windows Backup Tool Use the Windows Backup Tool to back up the Symposium Web Client data files. You must also back up the Symposium Web Client data that is stored in the Windows registry. This data includes application version information, and Real-Time Reporting and Emergency Help configuration data.



Option 2: Manually copy files Manually copy the files to a secure storage location, such as a tape drive or a safe network drive. You must also back up the Symposium Web Client registry data.

Option 3: Use a third-party backup tool There are several other third-party tools that can perform a similar backup function. Nortel has tested Veritas Backup Exec 9.1.

Note: The version of Symposium Web Client from which the data files were backed up must be the same as the version to which they are restored.

To export all or part of the registry to a file

Although the Symposium Web Client data that is stored in the registry does not change often, you must back it up after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. Back up the HKEY_LOCAL_MACHINE\SOFTWARE\Nortel key and all subkeys to a secure location by following the procedure below.

1 Click Start > Run.

Result: The Run dialog box appears.

2 In the Open box, type regedit, and then click OK.

Result: The Registry Editor appears.

3 In the left pane, navigate to and select the folder:

HKEY_LOCAL_MACHINE\SOFTWARE\Nortel

4 Click File > Export.

5 Navigate to the location in which you want to save the file. Ensure that you store the file in a secure location.

6 In the File name box, type a name for the file. The file that you save includes all elements within the folder listed in step 3.

7 From the Save as type drop-down box, select Registration Files.

Note: When you save the file as a Registration File, it is saved with the extension .reg.

8 Under Export range, click Selected branch, and ensure that the branch HKEY_LOCAL_MACHINE\SOFTWARE\Nortel appears in the box provided.



9 Click Save.

Option 1: To back up Symposium Web Client data files from the target server using the Windows Backup Tool You can back up Symposium Web Client data using the Windows Backup Tool. This tool allows you to schedule backups, which is an important consideration because you need to synchronize the backups of Symposium Web Client application server data and Symposium Call Center Server data.

The Symposium Web Client data that is stored in the registry does not change often. Therefore, when scheduling backups, you do not need to include this registry data in the data that is backed up. However, you must have a copy of the Symposium Web Client registry data that you can use when restoring your system (for details, see “To export all or part of the registry to a file,” on page 147). You must back up the registry information after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change.

You may also consult the Microsoft documentation for other backup strategies. If you want to be able to schedule backups, then you must ensure that your backup tool enables you to back up all these types of files without requiring you to manually copy any of them. Choose the strategy that is most appropriate for your organization.



Option 2: To back up Symposium Web Client data files from the target server by manually copying files You can back up Symposium Web Client data files by manually copying files. Back up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive).





where C is the drive on which Symposium Web Client is installed.

In addition to the files listed in the folders above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and Emergency Help panels. The locations of these files are decided by the user. The default paths are listed below:


C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports


ATTENTION! Before performing a manual backup of the Symposium Web Client Active Directory Application Mode (ADAM) files, you must shut down the SymposiumWC service.You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service will not start. After you have finished the backup, you must manually restart the SymposiumWC service.






Finally, to manually back up Active Directory Application Mode (ADAM) instance files, take a copy of the following directory and its contents:

C:\Program Files\Microsoft ADAM\instance1\

where C is the drive on which Symposium Web Client is installed, and instance 1 is the folder containing the ADAM data files that are installed with Symposium Web Client.

Option 3: To back up Symposium Web Client data files from the target server using Veritas Backup Exec 9.1 tool

Nortel has tested the Veritas Backup Exec 9.1 tool, which can be used instead of the Microsoft Windows Backup Tool to back up the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization.

If you use Veritas to back up Symposium Web Client data, you must note the following:

The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache).

ATTENTION! Do not install the Veritas Backup 9.1 software on coresident systems containing Symposium Web Client as the Veritas software prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Symposium Web Client data on a coresident system, the Veritas software has an adverse effect on the operation of the system, and may result in the need for a complete system rebuild.



To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Symposium Web Client Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Symposium Web Client, see “Communication ports” in the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05. For instructions on changing the Veritas Backup Exec default port number, see the Veritas support article located at http://seer.support.veritas.com/docs/255174.htm.

To avoid potential problems with Veritas Backup Exec 9.1, you must ensure that you have applied Service Pack 1. This Service Pack fixes a problem that can occur each time the backup process runs, as detailed in the article http://seer.support.veritas.com/docs/265796.htm. To download the Service Pack, see http://seer.support.veritas.com/docs/267180.htm.

Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel has tested build 4691 of the Backup Exec software.

Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed.

To back up the Symposium Web Client ADAM information with the Veritas Backup Exec tool, select the following:

Shadow Copy Components > User Data > Active Directory Application Mode > C:_Program Files_Microsoft ADAM_instance1_data

where C:_Program Files_Microsoft ADAM_instance1_data is the instance used by Symposium Web Client data.

You must also back up all other directories detailed in the section “Option 2: To back up Symposium Web Client data files from the target server by manually copying files,” on page 149.

Note: For more detailed information, consult the online Help on the Veritas web site at www.veritas.com.



Next Steps

Your Symposium Web Client is now installed on the Windows 2003 platform.

Refer to the Nortel Symposium Web Client Planning, Installation, and Administration Guide for details on configuration tasks such as configuring scripting, and setting up Terminal Services.


C h a p t e r 7

Troubleshooting


Trouble scenarios and tips 155


Troubleshooting Standard 2.0

Overview

This chapter provides simple investigative tips to use when solving problems that can arise during the ADAM Migration procedure. This section is not intended as a comprehensive troubleshooting guide, but as a guideline for users who experience difficulty in completing the ADAM Migration process.


March 2006 Troubleshooting

Trouble scenarios and tips

How do I know that the ADAM_Migration_Tool.msi was installed on Windows 2000 Server/Advanced Server (source server)?

SituationYou are not sure if the ADAM Migration Tool.msi was installed on the source server.

Solution

1 Launch the Control Panel and select Add/Remove Programs.

2 Look in the Change Or Remove Programs window. The ADAM Migration Tool will be listed if it was installed on the Windows 2000 Server/Advanced Server computer.

Note: Removing the ADAM Migration Tool via the Remove option in the Change or Remove Programs window will not remove the updates that were applied to Active Directory during the ADAM Migration Tool installation, but does allow the ADAM Migration Tool to be reinstalled again.

Migration attempted on the target server without running ADAM Migration Tool.msi on the source server

SituationYou ran the ADAM Migration Tool.msi on the target server without running ADAM Migration Tool.msi on the source server first.



InvestigationIf you did not run the ADAM Migration Tool on the Windows 2000 Server/Advanced Server (source server) first, then the following error appears during the ADAM Migration on the Windows Server 2003 computer (target server).

1 Select OK and continue running the ADAM Migration Tool.

2 At the prompt, type the Administrator password for the source server, and then press Enter.


Note: If you selected Yes for logging, no log file is created.

Solution

1 On the target server, remove the ADAM Migration Tool through the Control Panel > Add/Remove Programs window only.

2 Open the Change or Remove Programs window.

3 Select ADAM Migration Tool and click Remove.

4 On the target server, uninstall the Symposium Web Client Application. Any errors incurred during uninstall can be ignored as ADAM is currently not on the computer.

5 Reinstall Symposium Web Client R4.5 SU05 on the target server.

6 On the source server, launch the Control Panel and select Add/Remove Programs.

Result: In the Change or Remove Programs window, the ADAM Migration Tool will be listed if it was installed on the source server.

7 On the source server, check that the ADAM Migration Tool is not listed in the Change or Remove Programs window. This indicates that the tool has



not been run and therefore must be run before attempting to migrate the data onto the target server.

8 Run the ADAM Migration Tool on the target server.

An incorrect domain name and Preferred DNS IP Address has been entered on the Windows Server 2003 (target server) while attempting an ADAM migration

SituationThe ADAM Migration Tool.msi has been run on the target server and an incorrect source server domain name has been entered, while the Preferred DNS IP Address was also incorrect.

InvestigationIf an incorrect source server domain name and Preferred DNS IP Address were entered on the target server while attempting an ADAM migration, then the following error will appear.

1 Select OK and continue running the ADAM Migration Tool.

Note: You will not be prompted for the Administrator password for the Windows 2000 Server/Advanced Server (source server).

2 Several error messages will appear which can be ignored by clicking OK.


Note: If you selected Yes for logging, no log file will be created.



Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/Remove Programs window only.

1 Open the Change or Remove Programs windows.


3 Update the Preferred DNS IP Address to reference the IP address of the source server. For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

4 Uninstall the Symposium Web Client Application. Any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.


6 Run the ADAM Migration Tool on the target server with correct target server domain name.

An incorrect Windows 2000 Server/Advanced Server (source server) domain name has been entered

SituationThe ADAM Migration Tool.msi has been run on the target server but an incorrect source server domain name has been entered.

InvestigationIf an incorrect source server domain name is entered during the ADAM Migration process on the target server, then the ADAM Migration operation appears to succeed; however the log file shows the following:

Establishing connection to target server localhost:389.

Saving Configuration File on DC=testDomain,DC=testDomain

Saved configuration file.

ADAMSync is querying for a writeable replica of testDomain.



Error: DCLocator call failed with error 1355. Attempting to bind directly to string.

Establishing connection to source server testDomain:389.

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .


Extended Info: .

Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/Remove Programs window only



3 Run the ADAM Migration Tool on the target server with the correct source server domain name which must include the extension.

Preferred DNS IP Address on Windows Server 2003 computer is incorrect

SituationThe ADAM Migration Tool.msi on the target server but the Preferred DNS IP address is incorrect.

InvestigationThe target server has been configured with an incorrect Preferred DNS IP Address,. The ADAM Migration procedure is attempted and appears to succeed; however the log file shows the following:


Saving Configuration File on DC=CCMADomain,DC=com,DC=CCMADomain




ADAMSync is querying for a writeable replica of CCMADomain.com.

Error: DCLocator call failed with error 1355. Attempting to bind directly to string.

Establishing connection to source server CCMADomain.com:389.


Extended Info: .


Extended Info: .

Solution




3 Update the Preferred DNS IP Address to reference the IP address of the source server.

For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

4 Run the ADAM Migration Tool on the target server.

A Domain Name has been entered without extension

SituationThe ADAM Migration Tool.msi has been run on the target server and the correct source server domain name has been entered; however the extension of the domain, for example .com, has been omitted.

InvestigationThe source server domain name, without the extension, has been entered during the ADAM Migration process on the target server. The ADAM Migration operation appears to succeed; however the log file appears as follows:




Saving Configuration File on DC=CCMADomain,DC=CCMADomain


ADAMSync is querying for a writeable replica of CCMADomain.

Establishing connection to source server CCMA-DOMCTRL:389.

Using file .?dam32A.tmp as a store for deferred dn-references.

Populating the schema cache

Populating the well known objects cache

Ldap error occured. ldap_get_next_page_s: Referral.

Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'.

Ldap error occured. ldap_get_next_page_s: Referral.

Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'.

Saving Configuration File on DC=CCMADomain, DC=CCMADomain


Solution


1 Open the Change or Remove Programs Window.


3 Run the ADAM Migration Tool on the target server with the full source server domain name, which includes the extension.



An incorrect Administrator password has been entered

SituationThe ADAM Migration Tool.msi has been run on the target server and an incorrect Administrator password for the source server has been entered.

InvestigationIf an incorrect Administrator password for source server has been entered during the ADAM Migration process on the target server, then the ADAM Migration operation appears successful; however, the log file appears as follows:


Saving Configuration File on DC=CCMADomain, DC=com, DC=CCMADomain


ADAMSync is querying for a writeable replica of CCMADomain.com.

Establishing connection to source server ccma-domctrl.CCMADomain.com:389.

Ldap error occured. ldap_bind_s: Invalid Credentials.

Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893.

Ldap error occured. ldap_bind_s: Invalid Credentials.

Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893.

Solution




3 Run the ADAM Migration Tool on the target server with the correct Administrator password for the source server.



Cannot install Symposium Web Client R4.5 SU05

SituationThe target server has been added to the source server domain and Symposium Web Client R4.5 SU05 is now being installed.

InvestigationThe target server has been added to the source server domain and Symposium Web Client R4.5 SU05 is now being installed, then the following error may appear during the installation if the Preferred DNS IP Address is incorrect.

1 Click OK and continue with running the Symposium Web Client R4.5 SU05 installation.

Solution

1 Update the Preferred DNS IP Address to reference the IP Address of the source server. For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target server,” on page 39.

2 Uninstall the Symposium Web Client Application. Any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.




Installation of Symposium Web Client on Windows 2003 fails because of Windows Script Host error message

Situation:After you input the password information for the iceadmin account during Symposium Web Client installation, you receive the following Windows Script Host error message: There is no file extension in C:\PROGA~1\Nortel. The Symposium Web Client installation will not install the ADAM application even though the installer acknowledges the error and attempts to continue with the installation.

This problem occurs when the capability to generate 8.3 style short filenames has been disabled in your Windows operating system either as part of its operating system image or through your security policy.

Symposium Web Client installation will fail if the Windows Server 2003 has 8.3 type filename disabled. Specifically the Microsoft ADAM (Active Directory Application Mode) component will fail to install.

Solution:You must change the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntfsdisable8dot3namecreation value from 1 to 0 to enable the generation of 8.3 style short filenames.

To enable the generation of 8.3 style short filenames

1 Click Start > Run.

2 In the text box, type regedit.

3 Click OK.

Result: The Registry Editor opens.

4 In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntfsdisable8dot3namecreation.

5 Change the value of the registry key from 1 to 0 by double-clicking on the registry ntfsdisable8dot3namecreation value, and changing the value in the Value Data field of the Edit Dialog Windows from 1 to 0.



March 2006 Index

Index

Aaccess restrictions

in Symposium Web Client 68Active Directory 36, 105

files not in the 106restoring data not in the 105

Active Directory Application Mode 36, 75Active Directory Application Mode files 146ActiveX 89ActiveX control security 90AD Data Migration zip

file 17, 18, 22, 30, 38, 102ADAM 19, 36, 42, 75, 105, 146

data migration software 19download software 19

ADAM migration 157ADAM migration software

downloading 19ADAM migration tool 105, 107, 109, 155ADAM replication 65administrator account 101Administrator password 162administrator password window 45after migrating

tasks 135Application Server 40application server 42, 56, 78

administrator password 45computer name of 45installing Sybase Open Client on 57installing Symposium Web Client 64

applyingsecurity patches 56

Bback up

Windows 2000 Server 17Windows 2003 Advanced Server 17

back up Symposium Web Client data files 148, 149, 150

back up using Veritas Backup Exec 150backing up Symposium Web Client data 146backup 146backup files 106

Ccannot install SWC 4.5 163change computer name 125change IP address 125change the IP address 126ChangeSOAPSrv utility 45, 70, 125changing

computer name 69changing computer name 45changing iceadmin password 88checklist 43checklists

Windows 2000 Server installation 43CLAN 131Client Access Licensing 41client PC

installing SOAP on 90computer name 69, 120

changing 45changing in Windows Server 2003 45reset 120

Computer Name Changes window 100computer name window 45configure

DNS 17Domain Name Server 17Domain Name Service 22, 31ports 70Real-Time Reporting 137SOAP 68Symposium Web Client 39Windows Server 2003 39


Index Standard 2.0

configure DNS 95configure DNS on the target server 95configure emergency help 142configure Internet Explorer 88configure Real-Time Reporting 136confirm password 124connect source server and target server off-

network 97connecting source server and target server 97copy

AD Data Migration zip file 17, 18create directory window 60

Ddata files

restoring 132data migration 105data migration procedure 104default web site 64, 82

installing Symposium Web Client as 64, 72deselect routes from filtersets 36determine ADAM migration tool

installation 155directory name 60DNS 17DNS configuration 114DNS configuration on the target server 114DNS IP address

incorrect 157DNS server 95

addresses 46domain controller 42Domain group policies 42domain group policies 42domain member servers 95Domain Name 160

without extension 160Domain Name Server 17domains

Windows 2000 Server installation 47downloading

ADAM migration software 19drivers

Sybase ODBC 61

EEBF11113 driver

updating 61Emergency Help 146emergency help

configuring 142emergency help configuration settings 105emergency help registry settings 142enter

key code 67serial number 67

enter key code 66Enterprise Solutions PEP Library 19environment variables 58error message 164ESPL see Enterprise Solutions PEP Library 19export registry 147extract

AD Data Migration zip file 18, 30

FFile Allocution Table 133filtersets 22, 36, 105, 144filtersets containing routes 144formatting hard drives 43

Ggeographical region 44group policies 42guidelines

server partitions 40

HHistorical filtersets 144Historical report data 146Host Name Resolution 31how to manually copy files 149how to perform a full back up 146how to restore back up 133how to restore files 133


March 2006 Index

Iiceadmin 43, 74, 75, 87iceadmin password change 88iceadmin user account

changing password for 87IIS 64

installing 39reset 62

IIS anonymous accountadding 78

IIS installed correctly 64incorrect Administrator password 162incorrect Domain Name 158incorrect domain name 157incorrect preferred DNS IP address 157, 159install

IIS 39IIS and Terminal Services 40service update 13SMTP 39Symposium Web Client 39, 64Windows Server 2003 39

install Simple Object Access Protocol 91install SOAP 89install Symposium Web Client 65installation

failed 164failure 73TCP/IP 46Terminal Services 50Windows 2000 components 49

installingIIS 39SMTP 39Sybase Open Client 57Terminal Services 39

installing Symposium Web Client 64default web site on application server 64virtual directory on existing web site 64

Installing Symposium Web Client 4.5 on the application server 64

Internet Explorer 88Internet Information Services 39

installing 39Internet Information Services (IIS) 81

Internet Services Manager 64IP address

for WINS 47IP addressing

dynamic 46IP Multicast Group box 136IUSR_SWC account 120

adding as anonymous account in IIS 78IUSR-SWC user account 80

Kkey code 66

for Symposium Web Client 67Key Code Information window 66key codes

and case sensitivity 67

LLAN

reconnect to 131language options 44languages 44licensing modes window 44logging target server onto source server

domain 101

MMeridian Patch Library 19migrate

filtersets 17migrate data 104migrating

filtersets 17target server 37

migrating Active Directory 109migrating and restoring the data 103migrating data stored in Active Directory 105migrating from

Windows 2003 Advanced Server 12Windows 2003 server 12

migrating to


Index Standard 2.0

Windows 2003 Server 12migration 37

checklist 16preparation 15

migration attempted without ADAM migration tool 155

migration toolinformation not transferred 105

MPL see Meridian Patch Library 19multicast 136multicast compared to unicast 136

Nnaming servers 104networking

setting up in Windows 2000 50networking components 46non-Active Directory files 133NT File System 133NT File System (NTFS) partition

creating 39

OODBC driver version 63off-network migration 12Organizational Unit 42Output Rate 138

Ppartitions 43

creating NTFS 39on the application server 43

password 45, 86, 113, 162iceadmin 88IUSR-SWC user account 80

PEP Library 78personalize your software window 44port configuration 70post-migration 135Preferred DNS server box 96, 116preparation

migrating target server 37preparing

source server for migration 21preparing for Active Directory transfer 107primary DNS server 95product key window 44

RReal-Time display 146reconnect to customer LAN 131recreate filtersets containing routes 144regional options 44registry

Symposium Wen Client data stored in 146Registry Editor 147Remote Data Service 90remove target server from source server

domain 117removing target server 117requirements

Windows Server 2003 39reset computer name 120reset IIS 62restoration

files 132restore data 104restore the data files 132restoring data 105RTR Registry Settings 137run SOAP utility 125

SSchedule data 146security 57

in Symposium Web Client 68security patches 56security policy 42serial number 67

for Symposium Web Client 67server name 13server names 104server naming 13server partitions 40


March 2006 Index

ServerSoapInstall window 76Service Update 78service update installed 13set password

IUSR-SWC user account 80setting up Terminal Services 152setup

Terminal Services 50Windows 2000 components 49

shared folderscreating on the application server 50

Simple Mail Transfer Protocol 39installing 39

Simple Object Access Protocol 90SMTP

installing 39SOAP 45, 76, 90, 125

installing on client PC 90Soap 68SOAP configuration 68Soap Configuration Parameters window 68SOAP installation 76, 90source server 12, 13, 18, 22, 23, 30, 95, 97, 104

preparation for migration 21source server domain 98, 101, 117source server IP address 95SWC R4.5 SU05

cannot install 163Sybase 12.5 ODBC driver 61Sybase Open Client 57, 62

installing 57updating driver for 61

Symposium Web Clientaccess restrictions 68choosing web site types when installing 71installation failure 164installed 13problems installing R4.5 SU05 163

Symposium Web Client Setup Wizard 66

TTAPI 77target

server 12, 13, 18, 37, 38, 97, 98, 101, 1

02, 104, 109, 136, 145, 146transferring Active Directory data to 109

TCP/IPsetup 46

TCP/IP properties 95Terminal Services 39, 40, 152

configuring 152installing 39permissions 50scripting 152

Terminal Services License Server 40Terminal Services Licensing 39, 40test migrated software 145third-party software 64

and Symposium Web Client installation failure 73

to reset IIS 62transfer Active Directory data 109Transform Rate 138troubleshooting 153troubleshooting scenarios 155

Uunicast 136update DNS configuration 114upgrade

Sybase ODBC driver 61Users 80

VVeritas Backup Exec 147, 150virtual directory 64

installing Symposium Web Client as 72

Wweb site type 71web site types

in Symposium Web Client 71webadmin 113Windows 2000 domain controllers 42Windows 2000 Server


Index Standard 2.0

installation checklist 56networking 50

Windows 2000 Server installationand DNS server addresses 46components 49domains 47IP addressing 46

Windows 2000 Server/Advanced Server 22, 23Windows Backup Tool 133, 146, 148Windows components 64

IIS 39STMP 39Terminal Services 39Terminal Services Licensing 39

Windows Script Host error message 164Windows Server 2003 40

checklist 43configure 39install 39

Windows Server 2003 domain controller 42Windows XP Service Pack 2 88WINS

IP address for 47Winzip 13, 30

server installation 13

Yyour product key window 44

Zzip file

AD Data Migration 17


Glossary

A accelerator keyA key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor.

access classA collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels.

access levelA level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports.

ACD callSee Automatic call distribution call.

ACD-DNSee Automatic call distribution directory number.

ACD routing tableSee Automatic call distribution routing table.

acquired resourceA resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server.


Glossary Standard 2.0

activated script

A script that is processing calls or is ready to process calls. active serverIn a system with a Replication Server, the server that is providing call processing and administration services.

activity codeA number that an agent enters on his or her phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their phonesets during sales calls, and this information can be generated in an Activity Code report.

administratorA user who is responsible for setting up and maintaining Symposium Web Client.

agentA user who is responsible for handling customer calls.

agent logon IDA unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset.

agent to skillset assignmentA matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled.

agent to supervisor assignmentA definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled.

APISee application program interface.


March 2006 Glossary

application1. A logical entity that represents a Symposium Web Client script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.

application program interfaceA set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures.

application serverThe computer hosting the web server that distributes all the web pages to the client PCs that are using Symposium Web Client. The client PCs use an Internet browser interface to connect to the application server, launch Symposium Web Client, and interact with Symposium Call Center Server. The application software for Symposium Web Client is installed on the application server.

associated supervisorA supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor.

Automatic call distributionA means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal.

Automatic call distribution callA call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also Automatic call distribution directory number.

Automatic call distribution directory numberA DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch.



Automatic call distribution routing tableA table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents.

C call ageThe amount of time a call was waiting in the system before being answered by an agent.

call intrinsicA script element that stores call-related information assigned when a call enters Symposium Call Center Server. See also intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic.

call presentation class

A collection of preferences that determines how calls are presented to an agent.call priorityA numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority.

call treatmentA script element that enables you to provide handling to a call while it is waiting to be answered by a call center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent.

call variableA script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable.


March 2006 Glossary

Calling Line IdentificationAn optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset.

CallPilotA multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories.

CDNSee controlled directory number.

CLANSee Customer local area network.

CLIDSee Calling Line Identification.

clientThe part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server.

commandA building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller.

Contivity VPN SwitchA Nortel Networks product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.



controlled directory numberA special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server.

CTIComputer Telephony Integration

Customer local area networkThe LAN to which your corporate services and resources connect. The Symposium Web Client application server and client both connect to the CLAN. Third-party applications that interface with the server also connect to this LAN.

D DBMSDatabase Management System

deactivated scriptA script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed.

default activity codeThe activity code that is assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on his or her phoneset.

default skillsetThe skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script.

desktop userA configured user who can log on to the Symposium Web Client application server from a client PC.

DHCPSee dynamic host configuration protocol.


March 2006 Glossary

Dial-Up NetworkingSee Remote Access Services.

Dialed Number Identification ServiceAn optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS.

directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN).

directory number callA call that is presented to the DN key on an agent’s phoneset.

display thresholdA threshold used in real-time displays to highlight a value below or above the normal range.

DNSee directory number.

DN callSee directory number call.

DNISSee Dialed Number Identification Service.

dynamic host configuration protocolA protocol for dynamically assigning IP addresses to devices on a network.

dynamic link libraryA library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.



E ELANSee embedded local area network.

embedded local area networkA dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call Center Server and the switch.

Emergency keyA key on an agent’s phoneset that, when pressed by an agent, automatically calls his or her supervisor to notify the supervisor of a problem with a caller.

event1. An occurrence or action in Symposium Web Client, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music.

expressionA building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression, mathematical expression, relational expression.

F filter1. In Real-Time Reporting, you create filters by specifying the skillset, application, and agent data that you want to see in the real-time displays. You can apply as many filters as you want to each display. After you apply these filters to the real-time displays, you no longer have to scan data that is not applicable to you. 2. In Historical Reporting, you can select the elements that you want to include in your reports by choosing filters and assigning filter elements to your reports. For example, in an agent performance report, you can choose the filter Agent Login ID, and then choose the filter elements (the logon IDs) that you want to report on.


March 2006 Glossary

first-level thresholdThe value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value.

G global settingsSettings that apply to all skillsets that are configured on your system.

global variableA variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable.

I IISSee Internet Information Services.

Internet Information ServicesMicrosoft’s Web server software. IIS uses Hypertext Transfer Protocol (HTTP) to provide World Wide Web documents in a browser. IIS includes several security functions and allows the use of Gopher and File Transfer Protocol (FTP) servers.

Internet Protocol addressAn identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol to route messages based on the IP address of the destination. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 could be an IP address.

intrinsicA word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic.



IP addressSee Internet Protocol address.

L LANSee Local area network.

Local area networkA computer network that spans a relatively small area. Most LANs connect workstations and personal computers, and are confined to a single building or group of buildings.

logical expressionA symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression, relational expression.

M Management Information BaseA data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by

identifying Nortel Networks/Meridian/Symposium Call Center Server nodes within the network

identifying significant events (SNMP traps), such as alarms reporting

specifying formats of alarms

Master scriptThe first script executed when a call arrives at the Symposium Web Client. A default Master script is provided with Symposium Web Client, but it can be customized by an authorized user. It can be deactivated but not deleted. See also primary script, script, secondary script.


March 2006 Glossary

mathematical expressionAn expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression, logical expression, relational expression.

MIBSee Management Information Base.

music routeA resource installed on the switch that provides music to callers while they wait for an agent.

N NCRTDNetwork Consolidated Real-Time Displays

network interface cardAn expansion board that enables a PC to be connected to a local area network (LAN).

Symposium Web Clientnight modeA skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.

NPASee Number Plan Area.

Number Plan AreaArea code

O object linking and embeddingA compound document standard that enables you to create objects with one application, and then link or embed them in a second application.



ODBCSee Open Database Connectivity.

OEMOriginal equipment manufacturer

OLESee object linking and embedding.

Open Database ConnectivityA Microsoft-defined database application program interface (API) standard.

Optivity Telephony ManagerA Nortel Networks application used for switch management. It provides management simplicity and flexible control.

OTMSee Optivity Telephony Manager.

out-of-service modeA skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also Symposium Web Clientnight mode, transition mode.

out-of-service skillsetA skillset that is not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also skillset.

P partitionPartitions enable call center administrators to control the data that Symposium Web Client users can view and manage in Historical Reporting, Real-Time Reporting, and Contact Center Management. Partitions can contain six types of data: agents, skillsets, applications, CDNs, DNISs, and report groups. If an


March 2006 Glossary

administrator does not assign a partition to a user, then the user sees all available data in the real-time displays and historical reports. However, if the administrator does not assign a partition to a supervisor containing agents, then the supervisor sees nothing in Contact Center Management.

peggingThe action of incrementing statistical counters to track and report on system events.

pegging thresholdA threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports.

PEPSee Performance Enhancement Package.

Performance Enhancement PackageA Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release.

phonesetThe physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset.

phoneset displayThe display area on an agent’s phoneset where information about incoming calls can be communicated.

Position IDA unique identifier for a phoneset, used by the switch to route calls to the phoneset.

primary scriptA script that is executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, script, secondary script.



R RANrecorded announcement

RAN routeSee recorded announcement route.

RASSee Remote Access Services.

Real-time Statistics MulticastAn interface that provides real-time information to third-party applications in either multicast or unicast format.

recorded announcement routeA resource installed on the switch that offers a recorded announcement to callers.

relational expressionAn expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression.

Remote Access ServicesA feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking.

Replication ServerA server that backs up the active server to the standby server in real time.

report group1. The standard report groups in Historical Reporting are folders that contain the standard report templates. There are six standard report groups: Agent Performance, Configuration, Call-by-Call, Networking (M1 networking only), Others, and NCC (on the NCC only). 2. An administrator creates custom report groups in Access and Partition Management, adds them to partitions, and assigns the partitions to Historical Reporting users. Custom report groups do not


March 2006 Glossary

contain standard report templates. Instead, they are folders that enable users who belong to the same group to share customized reports. Users can customize a standard template and save it in their group folder so that other members of their group can use the same customized report.

reporting supervisorThe supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor.

RSMSee Real-time Statistics Multicast.

RTDReal-time displays

RTRReal-Time Reporting

S sample scriptA script that is installed with the Symposium Call Center Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical call center scenarios.

SCMSee Service Control Manager.

scriptA set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, primary script, secondary script.

script variableSee variable.



second-level thresholdThe value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.

secondary scriptAny script (other than a Master or primary script) that is referenced from a primary script or any other secondary script. There is no pegging of statistics for actions occurring during a secondary script. See also Master script, primary script, script.

serverA computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Symposium Call Center Server is used to configure the operations of the call center. See also client.

serviceA process that adheres to a Windows NT structure and requirements. A service provides system functionality.

Service Control ManagerA Windows NT process that manages the different services on the PC.

service levelThe percentage of incoming calls answered within a configured number of seconds.

service level thresholdA parameter that defines the number of seconds within which incoming calls should be answered.

Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:

managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to the outside world via an SNMP management process called an SNMP Agent


March 2006 Glossary

management stations, which are computers running special network management software that interact with the Agents for status

management information, which is conveyed through exact specifications and format of status specified by the MIB

Management Protocol or SNMP, which sends messages called protocol data units (PDUs)

Simple Object Access ProtocolTechnology for retrieving data through client PCs from the application server. SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages.

siteA system using Symposium Call Center Server that can be accessed using SMI.

skillset

A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsicA script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, traffic intrinsic.

skillset priorityAn attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. When an agent becomes available, calls might be waiting for several of the skillsets to which the agent belongs. The server presents the call queued for the skillset for which the agent has the highest priority.

SOAPSee Simple Object Access Protocol.

standbyIn skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset.



standby serverA server that contains an up-to-date version of the database, for use when the active server becomes unavailable.

supervisorA user who manages a group of agents. See also associated supervisor, reporting supervisor.

SWCPSee Symposium Web Center Portal.

switchThe hardware that receives incoming calls and routes them to their destination.

switch resourceA device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource.

Symposium Web Client callA call to a CDN that is controlled by the Symposium Web Client. The call is presented to the Incalls key on an agent’s phoneset.

Symposium Standby ServerThe server that contains an up-to-date back-up version of the Symposium Call Center Server database, for use if the active server fails. The database is kept up-to-date by the Replication Server.

Symposium Web Center PortalA client/server contact center application that expands contact center e-mail capabilities to allow agents to view, respond to, and track requests over the Internet.

Symposium Web ClientA browser-based tool for call center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Symposium Web Client software is installed on an application server. See also application server.


March 2006 Glossary

system-defined scriptThe Master_Script can be customized or deactivated by a user, but cannot be deleted. The first script executed for every call arriving at the call center.

T TAPISee Telephony Application Program Interface.

TCP/IPSee Transmission Control Protocol/Internet Protocol.

TDMSee Time-Division Multiplex.

telephonyThe science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment.

Telephony Application Program InterfaceAn interface between the switch and an application that allows the application to control the telephone on a user’s desktop.

thresholdA value for a statistic at which system handling of the statistic changes.

threshold classA set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold.

Time-Division MultiplexA method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.



time intrinsicA script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, traffic intrinsic.

Token RingA PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle.

traffic intrinsicAn intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic.

transition modeA skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also Symposium Web Clientnight mode, out-of-service mode.

Transmission Control Protocol/Internet ProtocolThe communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks.

treatmentSee call treatment.

U user-created scriptA script that is created by an authorized user on the Symposium Web Client system. Primary and secondary scripts are user-created scripts.

user-defined scriptA script that is modified by an authorized user on the Symposium Web Client system.


March 2006 Glossary

utilityA program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.

V validationThe process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated.

variableA placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server. See also call variable, global variable.

Virtual Private NetworkA private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks.

VPNSee Virtual Private Network.

W WANSee also Wide area network.

Wide area networkA computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet.

workload scenariosSets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Symposium Web Client.


Reader Response FormSymposium Web Client Product Release 4.5Migrating Symposium Web Client 4.5 platformfrom Windows 2000 to Windows 2003

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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5. What information (if any) was missing from this book?

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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 Networks, Mervue Business Park, Galway, Ireland.

Reader Response Form

Reader Response Form


Nortel

Mervue Business Park

Galway, Ireland

Copyright © 2006 Nortel Networks. All Rights Reserved.

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

The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Client 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.

Product release: 4.5Document release: Standard 2.0

Date: March 2006

Migrating Symposium Webclient 4.5 platform from Windows 2000 to Windows 2003

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Transcript of Migrating Symposium Webclient 4.5 platform from Windows 2000 to Windows 2003